ViaSat, Inc.

Thank you for bringing *** ***’s complaint to our attention
The Customer Agreement, signed by *** *** on June 16, and available at exede.com/legal, advises that ViaSat will not provide a prorated refund for any prepaid fees regardless when the service is terminated
Our records
show *** *** contacted ViaSat on May 12, because she was going to have repairs done to her roof, and would need a service call for the dishThe ViaSat representative informed *** *** of all service call disclosures before ordering a service call scheduled for May 23,
ViaSat’s Home Service Provider (HSP) contacted *** *** on May 23, because the technician was unavailable to fulfill her appointmentThere was no answer and a message was left*** *** called the HSP back the same day, at which time her appointment was rescheduled to May 27, The technician went out on the scheduled appointment date, and removed *** ***’s dish from her roof per her request*** *** informed the HSP on June 4, that she would call ViaSat to order another service call once the repairs to her roof had been completed
*** *** called ViaSat on June 7, to order a service call to have her dish reinstalledThis service call was scheduled for June 20, On June 10, 2017, the HSP contacted *** *** to advise that the technician would be out in her area on June 14, 2017, and to see if they could reschedule her for a sooner date*** *** declined the offer as she was out of town
On June 20, 2017, ViaSat collected a payment of $from *** *** for her monthly service feesThe HSP called *** *** the same day to advise that the technician could not fulfill her work order on the appointment date, and to reschedule her appointment*** *** declined rescheduling and advised that she would be going with a local service provider
*** *** called ViaSat the same day, at which time her account was disconnected, per her request
On July 29, 2017, *** *** called ViaSat to inquire about a refund for her monthly service fees, at which time she was informed that ViaSat did not issue a refund for unused services
As resolution to this complaint, ViaSat has issued a refund of $to *** ***’s payment method as of August 1, *** *** should be informed that it may take her three to five business days from the issue date for her to see it deposited into her account
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/31) */
03.31.2015: Customer educated on data plans, DAP, and the high causes of usageCustomer using *** Agent educated on streaming and the video qualityScheduling apps for downloading during the LNFZWent over the customer's high usage days
Customer had multiple devicesUsed to cableAware of the data caps at the point of sale
06.28.2015: Customer called because the service/DAP didn't work for themAgent advised the ETFs would be approximately $(inaccurate)
17.21.2015: Customer under the impression that the charge of $was for ETFsAgent advised no
Thank you for bringing Mr***' complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement provided to each new subscriber, signed by Mr*** on March 19, and also available at exede.com/legal, requires subscribers to commit to a 24-month minimum service termIf service is canceled prior to the minimum service term, early termination fees of $a month per remaining month in the minimum service term will applyCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Our records show Mr*** contacted ViaSat on June 28, to disconnect due to his dissatisfaction with ViaSat's Data Allowance PolicyDuring this conversation, the ViaSat offered Mr*** a free month of service if he would keep the account, but Mr*** declined the offerAt this time, the ViaSat representative advised Mr*** of all disconnection disclosures, including the early termination feesThe ViaSat representative also inaccurately advised Mr*** that his early termination fees would be approximately $As Mr*** had months left in his minimum service term, his early termination fees would have been approximately $Unfortunately, Mr***' account was not disconnected at this time, per his requestWe apologize for any inconvenience this may have caused him to experience
On July 20, 2015, ViaSat collected a payment of $from Mr*** for his monthly service feesMr*** contacted ViaSat on July 21, regarding the charge to his account, at which time he was advised that it was for monthly service fees and that his account was still activeThe ViaSat representative moved forward with successfully disconnecting Mr***' account, and escalated a refund request for the payment of $This refund was processed to Mr***' payment method on July 24,
ViaSat collected a payment of $for Mr***' early termination fees on August 20, Mr*** called ViaSat again on August 21, regarding the fee, advising that he had been under the impression his early termination fees would only be $At this time, the ViaSat representative reminded Mr*** of his signed Customer Agreement and advised that the early termination fees of $were valid
In order to come to a resolution regarding this complaint, ViaSat will issue a refund of $to Mr***' payment methodThis amount is for his early termination fees minus the $he thought he would be charged
Regarding his issue with the dealer, ViaSat has internally escalated a request for the correct department to review the issue and resolve accordingly
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they wont be able to refund us on our credit card because I had it closed so they could not charge me againthey will have to write us a check or contact us so we can give them the info of our new card
thank you for the help and thank exede for the quick response
Final Consumer Response /* (3000, 14, 2015/10/12) */
we have not received payment from exedecan you find out if they sent it ?
thanks
Final Business Response /* (4000, 16, 2015/10/13) */
Thank you for bringing Mr***' rebuttal to our attention
Our review of Mr***' account shows that the refund of $mentioned in ViaSat's initial response was not processed as promisedWe apologize for any inconvenience this may have caused Mr*** to experience; however, our records show ViaSat received a dispute from Mr***' bank on September 3, for the early termination fees of $ViaSat honored this chargeback on October 12,
We apologize for any inconvenience Mr*** may have experiencedThank you for the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWe received the return boxes yesterday and will be shipping everything back today.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I didn't create a new account ViaSat did, neither did I request my old account be canceledI asked that my account and service continue ViaSat business practices appear to be inherently dishonest
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/08/28) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term
commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Mr*** *** and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionViaSat understands the service will not meet Mr***'s needs or expectationsIn order to arrive at a resolution ViaSat is willing to let Mr*** out of his contract with no early termination feesMr*** will need to call customer care and reference ticket number XXXXXXXX so that the disclosures can be readMr*** will be responsible for sending back two pieces of equipment using a prepaid shipping label and box supplied by ViaSat once the account is disconnectedThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 8, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you,
We do accept the responseTo avoid future complaints of this nature, you should make sure that all of your sales agents are thoroughly explaining terms of serviceThere was absolutely no mention of data in the call, I know that for a fact because had I heard the word "data" we would not have had the call proceed any further than it didThank you for waiving the termination chargeThe Satellite dish has been removed and once we receive the boxes, we will send back the pieces of equipment explained in the disconnect call
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** The $listed on my statement 5/18/was NOT a credit to my account it was a debtPlease correct your mistake Thank you , *** ***

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat’s billing processes The Customer Agreement, signed by Ms*** on July 16, and available at exede.com/legal, states that ViaSat will not provide
customers with a prorated refund for any prepaid fees regardless of when the service is terminatedCustomers are reminded of this when they elect to disconnect their service Section of the Customer Agreement authorizes ViaSat to automatically withdraw from Ms*** payment method on file for ViaSat’s servicesOn January 3, 2016, ViaSat collected a payment of $from Ms*** for her monthly service fees Ms*** contacted ViaSat on January 30, 2016to request the disconnection of her ViaSat services. During this conversation, the ViaSat representative informed Ms*** of the disconnection disclosures; however, she moved forward with the disconnection of her ViaSat account Ms*** called ViaSat back on March 21, to request a refund of the payment of $made on January 3, At this time, Ms*** was correctly advised by the ViaSat representative that ViaSat did not provide customers with a prorated refund for any prepaid fees, per the Customer Agreement In response to this complaint and as a gesture of good faith, ViaSat requested a refund of $to be issued via a check to Ms***The refund should be received by Ms*** within two business week from the issue date If Ms*** further assistance or has additional questions, she may call ViaSat’s 24-hour Customer Service Department at ***

Complaint: ***
I am rejecting this response because:
II have incredibly high pings, there's a HUGE delay. My plan reset today pings, too slow for my Ring video doorbellWe were NOT informed this would be Ann issue when we signed up!
Sincerely,
***
*** ***

Thank you for bringing *** ***’s complaint to our attention
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or
outdated computer equipment and softwareBecause of these many variables, ViaSat cannot guarantee any particular speed to youViaSat discloses at the point of sale and in its Customer Agreement, signed by *** *** on May 22, 2017, that speeds may vary and are not guaranteed
Our records show *** *** called ViaSat on June 26, because he was experiencing slow speeds, at which time he was guided through troubleshootingWhen *** ***’s speeds remained slow, the ViaSat representative ran a speed test to the modem, the results of which showed that *** ***’s modem was receiving speeds above-advertised rangeDuring a second conversation with a ViaSat representative the same day, *** *** indicated that he was unhappy with the speed of his service and that his monthly data usage was consumed quickly because he and his wife worked from homeThe ViaSat representative offered to transition *** ***’s account to a service plan that offered more data, which *** *** accepted*** ***’s account was transitioned to ViaSat’s Liberty GB + Free Zone plan
On June 27, 2017, *** *** called back regarding slow speedsAt this time, the ViaSat representative reviewed *** ***’s account and informed him that his service was being impacted by high network trafficWhen *** *** disputed this reasoning, the ViaSat representative offered to guide him through troubleshooting, but *** *** declined and requested to speak to a supervisorDuring his conversation with the ViaSat supervisor, *** *** was informed that troubleshooting would need to take place before a request for his early termination fees could be escalated*** *** advised he would think about it and call back
*** *** called ViaSat back the same day advising that he was having an issue with his wireless connection, at which time he was offered troubleshooting*** *** informed the ViaSat representative of his conversation with the supervisor, and he was advised that he would be contacted by a supervisor regarding the early termination fee waiver*** *** advised he’d disconnect the account on July 23, as he had already paid for the billing periodThe ViaSat representative escalated a request for *** ***’s early termination fees to be waived, but the request was denied because the fees were considered valid
On June 30, 2017, a ViaSat supervisor reached out to *** *** regarding his service, at which time *** *** informed of his dissatisfaction with the data allowance and his wireless connectionThe supervisor attempted to inform *** *** that the issues with his wireless connection could be related to his router, but *** *** declined to discussThe ViaSat supervisor informed *** *** that the request for the waiver of the early termination fees had been submitted, but that the fees were validThe conversation ended shortly after
As he has been actively using the service, ViaSat does not agree to issue *** *** a refund for the paid monthly service feesViaSat also does not agree to waive his early termination fees in full; however, as resolution to this complaint, ViaSat will agree to waive them in half, leaving him responsible for early termination fees of approximately $
Currently, *** ***’s account is still activeIf he would like to move forward with the disconnection of his service, he may contact ViaSat’s 24-hour Customer Service Department at *** in reference to ticket no***
Thank you for the opportunity to respond

Thank you for bringing Mr*** rebuttal to our attention
As previously stated, the Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signatureOur records show Mr*** electronic signature on the Customer Agreement dated November 17, The Customer Agreement states that monthly service and lease fees are payable in advanceCustomers are also made aware of this at the time of the sale
A refund of $has been issued to the payment method on file as of November 28, for resolution to this complaintMr*** should be informed that it may take 3-business days for him to see this amount deposited into his account
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on August 27, and available at exede.com/legal, advises that customers are responsible for returning
ViaSat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a *** box, free return shipping label, and illustrated instructions within a week after disconnection
Our records show Ms*** called ViaSat on November 25, to disconnect her account because she was movingDuring this conversation, Ms*** was offered the opportunity to move ViaSat’s service to her new location, but she declinedAfter the ViaSat representative informed Ms*** of the disconnection disclosures, Ms*** advised that she would call back on December 8, to disconnect serviceViaSat received a second call the same day from Ms*** inquiring if ViaSat could ship the *** box to her prior to the disconnection of service, at which time a request was escalatedMs*** should have been informed that ViaSat cannot ship out an equipment return kit prior to disconnection
ViaSat collected a payment of $from her on November 28, for her monthly service feesAs ViaSat did not receive a call back from Ms*** on December 8, 2016, her account remained active
On December 20, 2016, ViaSat received notification that Ms*** had returned her equipment via a third-party shipping companyHowever, returning the equipment does not automatically disconnect an account; therefore, on December 28, 2016, ViaSat collected another payment of $in monthly service fees from Ms***
Ms*** called ViaSat on January 10, regarding the charge to her account, at which time she was advised that her account was still active as she had not called back to disconnectThe ViaSat representative informed Ms*** of the disconnection procedurePer Ms***’s request, her call was transferred to a ViaSat supervisor for further assistance
During her conversation with the ViaSat supervisor, Ms*** requested a refund for the December 28, chargeThe ViaSat supervisor informed Ms*** that they would escalate the request, but that it was not guaranteed to be approved
On January 11, 2017, a refund of $was issued to Ms***’s payment method
Ms*** called ViaSat on January 17, because she’d received notice that she owed a balance of $It was explained to Ms*** that the balance due was because of the refundMs*** did not owe this amount to ViaSatAt this time, she requested that her payment method be removed from her accountThis was successfully processed on January 20,
Due to an error, on February 28, 2017, Ms*** was charged $in unreturned equipment feesAs no payment method was on file, no amount was collectedMs*** called ViaSat on March 1, regarding the balance due, at which time she was advised that an internal escalation would be created so her equipment could be located
In response to this complaint, ViaSat has reviewed Ms***’s account and determined that her equipment has been returnedAs of March 2, 2017, the balance due of $has been waived from the account
We apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond

Initial Business Response /* (1000, 6, 2015/08/03) */
Thank you for bringing *** complaint to ViaSat's attentionWe apologize for any confusion surrounding the equipment return policy
*** contacted ViaSat's customer service department on May 17, to request the
disconnection of his ViaSat account as he was moving and not retaining servicesDuring his conversation with ViaSat's customer service representative, *** was advised that he was responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label was delivered to his home address within a week after his disconnection, and included illustrated instructions on what equipment he needed to return
The leased ViaSat modem and transceiver were not received by ViaSat until June 18, 2015; therefore, his account was included in a file to comprise of customers who failed to return their equipment within the day time frameSubsequently, ***' ViaSat account was charged $to the payment method on file on July 16, However, *** was issued a refund of the $on August 1, due to the return of the equipment
As a refund has been issued, and ViaSat did not receive the leased equipment within the day time frame, ViaSat does not agree to refund *** any furtherThe refund of $should be received by *** within three to five business days from August 1,
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 8, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is craziness
1st they keep telling me what was told to me on a phone callIf they have a recording of that call it would be greatClearly they don't or haven't listened as I closed my account because of Cable Internet being available not movingThe thing I do remember and my banking records will show is they have the capability to immediately refund your money as I was already charged for the upcoming month and the nice young lady credited me back immediately
2nd why when it's what they are committing its BUSINESS days apparently for me weekends count as well? In trying to recover my money they keep talking about business daysWhy wouldn't the days start after I received the shipping boxes? Why wouldn't that be made clear? Not to mention they received it the 18th and the 16th was physical daysWhy wouldn't the clock stop once UPS has the package? The entire process is silly and inefficient
3rd they are stating they received it the 16th and I was not charged until the 18thSo why would I be charged a full month after they received the merchandiseThey had more than enough time to verify that the received all of their merchandise in good shape
4th I called them on the 18th where the guy basically accused me of lying and not sending everything back because the box didn't weigh enough (Lets listen to that tape too) He told me I should have my money in business days after his subordinate said 5-and go figure they were both wrongCan you all get the story straight? Because again the 1st lady was able to magically give me my money back for the monthly service charge the next day without me even asking
Dealing with this company was great for over years and even the lady who closed my account but since then it has been a catastropheNobody operates with such inefficiencyThe customer always gets a couple of day's leeway just to cover potential problems with the carrierTaking over $out of one's account causes a financial burden and when you don't have any process to quickly remedy the impact is only amplifiedHaving standards of business days for yourself and trying to use actual days for me is confusing to the consumer and should be explained thoroughly as well as what constitutes received (received by carrier, received in warehouse, received and verified)
$additional compensation is barely a gesture after this awful experienceThe timeline makes no sense that I was ever charged days after they received their merchandiseI told I would be billed if I didn't return equipment and no time did I authorize them to take anything out of my account other than monthly charges and did she say that would be the case
Final Business Response /* (4000, 10, 2015/08/14) */
As mentioned in our initial reply, *** leased equipment was returned on June 18, and ViaSat did not received notification from UPS prior to the charge being collected on July 16, As *** did not return the equipment in the day time frame the failure to return the equipment fee was assessedHowever, ViaSat did issue a refund on August 1, for the $collected on July 16,
Prior to disconnecting, *** was advised of the lease equipment recovery process, and advised of the day time frameThis time frame does begin on the date in which the account is disconnected; however, this does include weekends
If this withdraw resulted in overdraft fees with his bank, ViaSat would be happy to reimburse *** those overdraft fees*** would need to please provide a running bank statement showing the balance before and after we withdrew the moneyHowever, we believe the full refund provided of $on August 1, addresses *** complaint
Again, we apologize for any confusion or frustration this situation may have caused

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.The above sentence is satisfactory if this does not show up on my credit report. I requested three times for a final bill and each time was told one was on the wayI never received any of those three, however I did receive the letter from their collection agency. So, it's hard for me to believe a final bill was ever sent to me. When you are trying to pay your bill and are told things and get no help from the company you are trying to pay...makes me uncomfortable. So, once again if this does not show up on my credit report I'm satisfied, despite not receiving proper help. Thank you for your time.
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention. Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or
outdated computer equipment and software. Because of these many variables, Viasat cannot guarantee any particular speed to you. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records show Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.The Customer Agreement provided to each new customer, and signed by Linda *** on March 4, 2018, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Our records show Ms*** purchased Viasat’s Unlimited Data Bronze service plan through an authorized Viasat DealerAll Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Ms*** at the point of sale.On March 6, 2018, Ms*** contacted Viasat to advise of no connectivity with her Viasat service and slow speedsA Viasat representative assisted her in troubleshooting her equipment and running a speed testThis test revealed that Ms*** was experiencing some slow speeds, which were caused by network congestion. Ms*** did not contact Viasat again until March 21, in regards to receiving slow speedsThe Viasat representative advised her that she had used GB of her data, and that her data usage speeds would now be prioritizedThe Viasat representative rebooted her modem and ran a speed test, which determined that her speeds were within range of her planMs*** stated that she was at work, and requested a supervisory Viasat representativeThe supervisory representative advised Ms*** that she was experiencing network congestion in addition to having reached her data thresholdThe representative requested that Ms*** contact Viasat once she was on site for further troubleshootingWe apologize if Ms*** feels that her experience with Customer Care was not to our standards. At this time, in an offer of good faith, Viasat will agree to waive Ms*** full early termination fees should she choose to disconnectIf Ms*** would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***. Thank you for the opportunity to respond.

Complaint: ***
I am rejecting this response because: exede (Viasat) is currently charging our account $We will now need a refund in order to agree to the original terms.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/17) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any confusion he *** have experienced with ViaSat
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination
fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termThe Customer Agreement also advises that customers are responsible for returning ViaSat's modem and transceiver within days after their disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a UPS box with a free return shipping label and illustrated instructions within a week after their disconnection for the return of the equipment, which is delivered to either the address ViaSat has on file for the customer or to a requested alternate address
The Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer's electronic signatureOur records show Mr***'s electronic signature on the Customer Agreement dated December 2, We apologize for any misunderstanding regarding the electronic signature process
Our review of Mr***'s account shows that he contacted ViaSat on December 4, because he had been under the impression that ViaSat's minimum service term was months instead of monthsAt this time, the ViaSat representative educated Mr*** on ViaSat's 24-month minimum service term
ViaSat did not hear back from Mr*** until March 18, 2015, when he called to advise that he would be disconnecting his account on March 23, At this time, Mr*** was advised that he would need to call ViaSat on the date he wanted his account disconnectedMr*** was also reminded of ViaSat's 24-month minimum service term, the early termination fees, and the equipment lease return policy and procedure at this timeMr*** understood and agreed to these terms
On March 23, 2015, Mr***'s account was disconnected, per his requestViaSat has not had any further contact with him sinceDuring this conversation, Mr*** did request an address to where he could ship the equipment, but the ViaSat representative was unable to provide him with suchMr*** also advised the ViaSat representative that the UPS box with free return shipping label could be sent to the address ViaSat had on file for him
On April 4, 2015, ViaSat collected a payment of $from Mr*** for his early termination feesViaSat was notified on April 24, that Mr*** had not returned his modem and transceiverSubsequently, on *** 4, 2015, Mr*** was charged $in unreturned equipment fees; however, the payment failedMr***'s account was sent to outside collections on *** 19, for the balance due
ViaSat has not received any interaction or correspondence from Mr*** regarding any dissatisfaction he *** have had with ViaSat's automatic billing
As Mr*** was aware of his contractual terms and agreed to the early termination fees at the time of disconnection, ViaSat does not agree to issue him a refund for the payment of $he made on April 4,
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I ask of payments options and they refuse to give me a proper address and another option of payment, they were very secretive and avoided giving me other options of paymentsI never sign a contract with them, I mail them the equipment and have prove of the post office in Tampa, receipts, their are other customers who have compliants with them.They don't want to acknowledge THAT I SEND THEM THE EQUIPMENT WHEN I HAVE PROVE, INCREDIBLE
Final Consumer Response /* (4200, 11, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THEY ARE NOT BEING THRUTHFUL, LIKE ALWAYSTHIS IS THE TRACKING # XXXX XXXX XXXX XXXX XXXX XX, SHIP FROM TAMPA FLPOST OFFICE ON 3/23/AT 12:P.MIT'S DELIVERY DATE SCHEDULED FOR 3/30/IT COST ME $ON 3/23/WHEN I ASK FOR THEIR ADDRESS IN CASE THERE WAS A BALANCE, THEY REFUSED TO GIVE ME AN ADDRESS, NOW THEY ARE OFFERING AN ADDRESS, HOW ABOUT THAT, WHY NOW, NOT THEN?
Final Business Response /* (4000, 13, 2015/06/26) */
Thank you for bringing Mr***'s rebuttal to our attention
ViaSat was unable to locate Mr***'s equipment prior because he failed to use the UPS box with free return shipping label provided to him by ViaSatViaSat would not have had any record of the tracking number Mr*** provided in his rebuttal because ViaSat did not provide him with it
As Mr*** returned ViaSat's equipment to its Carlsbad office, ViaSat will have Mr***'s account removed from outside collections with the unreturned equipment fees of $waivedThis request has been escalated as of today, June 26, ViaSat did not report the delinquent balance to any credit reporting bureaus
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing Mrs***'s complaint to ViaSat's attentionWe apologize for any frustration or confusion this situation may have caused
Mrs*** contacted ViaSat's Customer Service Department on September 23, to request
the disconnection of her ViaSat servicesAs a gesture of good faith and a save offer, Mrs*** was offered a goodwill credit of $to be applied toward her next monthly paymentHowever, when her bill cycled on September 24, the credit did not apply towards this bill
The Customer Agreement signed by Mr*** on September 21, states that monthly fees are payable in advance Customers are also made aware of this at the time of the sale Regarding the charge to Mrs***'s credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on September 24,
On September 24, Mrs*** contacted ViaSat's Customer Service Department and spoke with a Customer Service Representative regarding the $collected on this dateDuring her conversation with ViaSat's Customer Service Representative Mrs*** was advised that these credits take business hours before the credit appliesAdditionally, Mrs*** was advised that a refund could be issued but it would take 7-business days or that she could dispute the charges with her bankDuring this call Mrs*** turned the call over to her husband, Keith ***Mr*** was informed by the Customer Service Representative if he wished to disconnect the services he would be responsible for the early termination feesUpon being advised of this information Mr*** began to use profanity with the representative and the call was subsequently disconnected due to the language being used
Mrs*** contacted ViaSat again on September 24, to discuss the disconnection of her account, the monthly credit, and broke down the charges of $Mrs*** did not allow for ViaSat's Customer Service Representative to explain any of this as she immediately requested to speak with a supervisor
In order to bring the complaint to resolution, ViaSat will agree to refund the $collected for the first monthly bill; however, Mrs*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to returnThe refund of $will be issued to the payment method on file and will take to business days before being issuedAs the monthly charge was valid, ViaSat does not agree to refund for any insufficient funds associated with this chargeAdditionally, ViaSat has included the signed customer agreement for Mrs***'s review
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept everything except for the fact that it was Viasats fault that my account was over draftedI was told I would be charged one amount and was charged something totally differentEverything scribed above happened on the same nightI spoke with a customer service representative before then who was the one who told me I would only have to pay $for my equipment chargesI was not told it would be on my next billI was told it would be on my first billI spoke with more than one customer service representativeNone of them would listen to what I had to say they are more interested in trying to talk over meAs I began to ask for a supervisor each and every customer service rep gave me an excuse of why I couldn't speak with oneI would also like them to be responsible for removing this satellite from my houseI can be responsible for shipping it back but I will not be responsible for removing it and damaging it because I'm not a professional and have no clue how to do it
Final Business Response /* (4000, 9, 2015/09/30) */
If Mrs*** incurred overdraft fee charges due to our charge of $116.56, ViaSat is willing to issue a refund check upon receipt of her rolling bank statement showing our charge caused the overdraft feesAdditionally, per the customer agreement signed by Mrs***, she agreed to return ViaSat's within days after termination of her ViaSat servicesPer section F within the Customer Agreement it states:
"If you fail to return leased Equipment within days after termination of this Agreement, additional charges will apply as specified in the Lease AddendumIf you purchased your Equipment, you are not required to return the Equipment upon termination of this AgreementIn any event, ViaSat is not obligated to de-install the Equipment."
Due to this, Mrs*** is responsible for the return of her leased ViaSat equipmentViaSat does not agree to send a technician to her location for return of the equipmentThe prepaid boxes do contain instructions on what to return and how to de-install
Thank you

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any confusion he may have experienced with ViaSat
The Vacation (Hibernation) package is a low cost product for customers who may be gone from the location where the ViaSat service is installed for a long period of
timeThe Vacation plan suspends the internet service at $a month, plus applicable taxes and a $monthly equipment lease feeThe Vacation plan can be active for a minimum of days and a maximum of days in a rolling 12-month period (i.eSeptember 3, - September 3, 2017)If a customer has been on the Vacation plan for the maximum days and does not call ViaSat to resume regular service, ViaSat will automatically restore the service to either the plan the customer was on before or the lowest-priced plan available in their area
Our records show Mr*** called ViaSat on November 16, 2015, at which time his account was transitioned to the Vacation plan, per his requestMr***’s service remained on the Vacation plan until May 16, 2016, when he called to resume regular service on the Exede GB plan at $a month, plus applicable taxes and a $monthly equipment lease fee
On November 15, 2016, Mr*** called and had his account placed on the Vacation plan once againThe plan was active on his account until December 28, 2016, when it was transitioned back to the Exede GB plan
Mr*** was charged $in monthly service fees, including prorated charges based on his service transition, on January 16, He contacted ViaSat via online chat twice the same day regarding the charge and his service planDuring both conversations, the ViaSat representatives attempted to explain to Mr*** why his account had been removed from the Vacation plan, but the chats dropped each time
ViaSat received a call from Mr*** on January 17, regarding his service plan, at which time he was informed that his account had been removed from the Vacation plan because he had exceeded the maximum daysMr*** was also informed that he would be unable to receive the Vacation plan again until May This information was reiterated to him by two supervisorsWhen Mr*** requested the disconnection of his account, he was transferred to a member of ViaSat’s Retention Support Team for further assistanceDuring this conversation, the ViaSat representative offered to transition Mr***’s service plan to the Essential GB plan at $a month, plus applicable taxes and a $monthly equipment lease fee, and provide him with a credit of $off his bill per month for months to lower his bill to the Vacation plan priceMr*** accepted this offer
Our review of the account shows that Mr***’s account should not have been transitioned from the Vacation plan at this timeWe apologize for any frustration this may have caused him to experience
As resolution to this complaint, ViaSat will transition Mr***’s account back to the Vacation plan and provide him with a refund of $from the payment he made on January 16, The $is the difference between the Exede GB plan and the Vacation planHowever, Mr*** should be advised that since we are transitioning his service to the Vacation plan, the retention offer of $off his bill per month for months will be cancelled
Mr***’s account has been transitioned as of January 18, If Mr*** has any further issues regarding the Vacation plan service, he may contact ViaSat’s 24-hour Customer Service Department at 1-*** in reference to ticket no
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms*** *** on November 2, 2017, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination
fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On November 17, 2017, Ms*** contacted Viasat to disconnect her servicesShe requested that her early termination fees be waived since she felt she had been misinformed about the services by her sales agent and was told there was no contractThe Viasat representative she spoke with advised that they would put in a request for Ms*** account to be reviewed for an early termination fee waiver and provided Ms*** with the address to the corporate officesMs*** disconnection was successfully processed the same day.Ms*** account was reviewed for an early termination fee waiver, which was denied due to the charges being valid, and Ms*** account was then billed on December 4, in the amount of $for early termination feesSince there was no payment method on file, the charge remained on Ms*** account until it was written off to Viasat’s collections agencies on January 9, for nonpaymentWe apologize for any inconvenience this has caused Ms***. In resolution to this complaint, Ms*** account was removed from collections on February 2, 2018. Viasat did not report Ms*** account to any credit agencies. If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused *** *** contacted ViaSat on May 19, regarding the charges to her ViaSat accountDuring her conversation with the ViaSat
representative, *** *** was educated that no charges were collected and that she would need to dispute any charges she might see with her bank ViaSat has attempted to collect $from *** ***’s payment method on file on four separate occasions (May 8, May 12, May 13, and May 19); however, each time ViaSat was notified that the payment was failed by *** ***’s bank As ViaSat has been unable to collect any fees from *** ***, on May 19, 2017, her ViaSat account was suspended due to nonpayment If a payment has been collected by ViaSat for the services rendered on *** ***’s account, she must please provide a bank statement outlining this informationOnce received, ViaSat will review and if any funds are due back to *** ***, a refund will be issued If *** *** has any additional questions regarding this process, please have her contact ViaSat’s 24-hour Customer Service department at *** Thank you for the opportunity to respond