ViaSat, Inc.

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*** 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outdated computer equipment and software.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.

Initial Business Response /* (1000, 5, 2015/07/13) */
Thank you for bringing Mr***' complaint to our attentionThe Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the
network performance of all customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of saleMr*** is currently receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan offers a GB monthly data allowance, and is currently the highest service plan available in Mr***' areaViaSat's Freedom plan, which offers considerably more data (GB) per month than ViaSat's other service plan offerings, is currently only available in areas where ViaSat has the highest available capacity on its satellite beamsIn these areas, ViaSat can offer the Freedom plan without compromising service speed and qualityViaSat's goal is to offer as much data we can while keeping our network uncongested and speeds at or above Mbps; however, there are some technical hurdles that need to be overcome to be able to transition subscribers on a Classic Exede plan onto the Freedom plan in more areasThere is no defined timeline for when Freedom will be available in more areasMr*** was advised of this by ViaSat representatives during conversations on June 15, and June 30, Mr*** was also provided with a total of GB of free additional data as a gesture of goodwill due to the Freedom plan not being in his areaWe apologize for any frustration Mr*** may have experiencedThank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since when in America do other Americans enjoy less expensive service from a company than other Americans?
This reeks of price fixing and redlining that is discrimatory in nature
They admit to offering a 150GB plan to "select" customers paying less than what I pay for 25GBsThen turn around and offer to sell me as many GBs as I want for $a GB
The company rattles on about not allowing areas to receive more GBs due to beam flows and signal clarityHowever they are more to happy to sell you extra GBs at an extremely high price
So the companies responce really doesn't hold water in my eyes as they can give me a 150GB plan......it will just cost me $1,($for my plan and GBs and $1,for the extra GB at $a month
How can this not be considered price gouging? Other Americans dwelling within the continental USA are paying over 100% less than I am?????
I do believe that the ratio of fair exchange is way off in this equationmaybe if I was paying a 20% premium, but to pay over 100X more than others.......is price gouging
The Revdex.com was enacted to be a voice for disgruntled customersI would like my complaint to be escalated to a higher level within the Revdex.comI would like to have phone conference call with the Revdex.com and my attorney
Thank you for you time, but a companies unwillingness to be fair with all Americans should be examined much closer
Final Business Response /* (4000, 9, 2015/07/23) */
Thank you for bringing Mr***' response to ViaSat's attentionWe apologize that Mr*** feels the way he does about the current situationAs ViaSat states in the previous response ViaSat's Freedom plan, which offers considerably more data (GB) per month than ViaSat's other service plan offerings, is currently only available in areas where ViaSat has the highest available capacity on its satellite beamsIn these areas, ViaSat can offer the Freedom plan without compromising service speed and qualityViaSat's goal is to offer as much data we can while keeping our network uncongested and speeds at or above Mbps; however, there are some technical hurdles that need to be overcome to be able to transition subscribers on a Classic Exede plan onto the Freedom plan in more areasThere is no defined timeline for when Freedom will be available in more areasMr*** was advised of this by ViaSat representatives during conversations on June 15, and June 30, We apologize for any inconvenience this may have caused Mr***Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused Our records show Mr*** contacted *** on February 23, to order *** service bundled with ViaSat’s internet serviceMr***’s ViaSat
services were installed on February 25, Unfortunately, purchasing ViaSat’s service with *** does not bundle the billing. ViaSat and *** handle customer billing for their own services and therefore, Mr*** is billed separately by ViaSat for Exede Internet service. On March 2, 2017, Mr*** contacted ViaSat to request the disconnection of his ViaSat accountDuring his conversation with the ViaSat representative, Mr*** was educated that per the Customer Agreement signed by himself on February 25, 2017, the early termination fees were applicableDue to this information, Mr*** requested to keep his account active In order to bring resolution to his complaint, and as a gesture of good faith, ViaSat will agree to disconnect Mr***’s ViaSat account with waiver of the early termination feesHowever, does not agree to refund for the charges collected for service renderedAdditionally, Mr*** is responsible for returning ViaSat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a prepaid return shipping label will be delivered to his home address within a week after her disconnection, and it will include return instructionsIf Mr*** has any additional questions or concerns, please have him contact ViaSat’s 24-hour Customer Service department at *** Thank you for the opportunity to respond

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

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 ***

Initial Business Response /* (1000, 8, 2015/08/18) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionViaSat apologizes for any inconvenience this may have causedUpon further review of Ms***'s complaint, ViaSat has determined that Ms*** was charged $on July 8,
for the early termination feesAt the time of sale customers are made aware of ViaSat's 24-month minimum service term commitment, and the early termination fees, should the account not be active for monthsEach of these points are also addressed in the customer agreement signed by Ms*** on June 4, In section of the customer agreement under Card and EFT Payment Authorization it states that ViaSat has authorization to collect payments from the payment method on file including the early termination fees and unreturned equipment chargesOn August 8, Ms*** was charged $for non-returned equipment and a service call charge to remove equipmentViaSat was contacted by Ms*** regarding the returned equipment and placed a refund of $back to Ms*** on August 13, which she should have seen 3-business days laterViaSat also agreed to issue a refund for the $service call charge on August 14, which Ms*** will also see within 3-business daysViaSat does not agree to issue the refund back for the $for the early termination fees as these charges are validThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 10, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the response as this company did not provide adequate service in the area where I live and when the technician came out to install the service he informed us of thisWe gave it a try and the service suckedWhen I called to disconnect I informed the customer service rep of my situation I was told and was under the understanding that the early termination fee would be waivedI was asked if I wanted to have a technician come out to check it out and I said noThe rep did not explain to me that me denying that service before the disconnect would make it so I would be charged early termination feeFor a company to not hold their employees who are supposed to relay this info to the customers is wrong and I wasn't even read the disclosure until I called to see why the early termination fee was taken out of my account without warningI got a text 4-hours after the money was taken out telling my bill was readyThis company is faulty and obviously don't treat the customers the way they shouldThey are rude and don't try to work with their customers to resolve situations that arise because their reps are not either trained to inform customers of such things or they just don't care to keep a good rep with the customersThis place is completely a scam and there internet service is a jokeI have made a complaint with direct tv as well and hopefully they stop referring their customers to themI will have to take this company to small claims now to get my money back and I will be advertising them on local television to inform other customers to not ever get service with themAs you can see they didn't only rip me off but also the other 400+ people on here that has filed a complaintThis place must be doing something wrong for this many complaints to happen and they should be investigated
Final Business Response /* (4000, 12, 2015/08/24) */
Thank you for bringing Ms***'s response to ViaSat's attentionWe apologize that the service did not meet her needs or expectationsIf Ms*** was experiencing a connectivity or service issue, ViaSat would have liked to investigate the issue in order to correct itViaSat offered to send a technician to Ms***'s home and she declinedAs stated ViaSat does not offer a trial period and once Ms*** decided to disconnect the account the early termination fees appliedViaSat has issued back all appropriate refunds at this timeThank you for allowing ViaSat the opportunity to respond

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused*** *** contacted ViaSat on November 9, and it was explained to her that her bill was pro-rated from 10/12/through 11/7/and then for the next month in
advance from 11/8/through 12/8/which would be $and only $was paid which left a balance of $which was collected on 11/8/We apologize for any confusion this may have caused In order to arrive at a resolution ViaSat has agreed to issue a refund of $back to *** *** this one time*** *** will see the refund back to her payment method within 3-business daysThank you for allowing ViaSat the opportunity to respond

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,
***
*** ***

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

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement, signed by Ms*** *** on April 9, and available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to
time for various reasons, including inclement weather at a customer’s home or their service gateway.The Customer Agreement provided to each new customer, 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.Ms*** contacted Viasat on April 16, to request the disconnection of her services, stating that there was not a good connectionA Viasat representative offered to troubleshoot Ms*** services, which she declinedA Viasat representative read Ms*** disconnection disclosures, including information about early termination feesMs*** chose to proceed with her disconnection, and the account was successfully terminated that day. On May 12, 2018, Ms*** billing generated in the amount of $for early termination of her Viasat contactDue to there being no valid payment method on file, Viasat was unable to collect the amount, and it remained as a past due balance on Ms*** account. Due to nonpayment, on June 5, 2018, Ms*** account was written off to Viasat’s outside collections agencies. Due to the fact that Ms*** refused Viasat the opportunity to fix any issues she might have been experiencing, Viasat does not agree to waive the past due balanceAt this time, Viasat feels that all appropriate actions have been takenIf 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.

Complaint: ***
I am rejecting this response because: I don't agree with the business resolution, I would like a full refundI never received the service that I requestedI was surprised with a service charge for a full monthThis experience has caused a huge inconvenience during my personal time and while at work as wellHow can I be charged for something I didn't receive? I also never signed anywhere
Sincerely,
*** ***

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused On 11/18/ViaSat received contact from Mr*** regarding the disconnection of his ViaSat accountDuring this conversation, Mr*** was
advised of the disconnection disclosures including the leased equipment recovery processMr*** provided the ViaSat representative with his new address to have the lease recovery kit shipped to Customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a prepaid return shipping label will be delivered to their home address within a week after their disconnection, and it will include return instructionsDue to a system error, Mr*** has yet to receive the lease recovery kitIn order to bring resolution to this complaint, and as a gesture of good faith, ViaSat has waived the pending charges for failure to return the leased equipmentA new lease recovery has been requested, if Mr*** does not receive this; please have him contact ViaSat’s 24-hour Customer Service at ***Thank you for the opportunity to respond

ViaSat stands behind its previous responseViaSat did provide Ms*** with GB of additional usage at no cost to her on November 10, Again on December 6, 2015, Ms*** was provided with GB of additional usage at no cost to her due to the connectivity of her accountOn December 20, 2015, Ms*** contacted ViaSat to discuss the Data Allowance Policy and its restrictions Per ViaSat’s previous reply, ViaSat is unwilling to refund the remaining $collected for the early termination fees as Ms*** requested the disconnection of her ViaSat account and was advised of these fees at the time of disconnectionAdditionally, ViaSat provided Ms*** with additional usage, options to purchase additional usage, the option to upgrade her account to one that would better suit her needs, and the Late Night Free ZoneViaSat issued the refund of $to Ms*** payment method on file on April 27, The refund should have been received within three to five business days Thank you

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,
*** ***

Initial Business Response /* (1000, 5, 2016/01/05) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
At the time of disconnection, all customers are required to only return their ViaSat modem and
transceiver, per the Customer Agreement available for viewing at exede.com/legalOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dish
Ms*** was responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label was to be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
As ViaSat had not received the lease equipment Ms*** was charged $on December 26, Nevertheless, in order to bring this complaint to resolution ViaSat has issued the refund for the $to be issued back to the payment method on fileMs*** should receive this refund in three to five business daysShould she not receive the refund within this time frame please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 8, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this as long as they follow through with what they are sayingThe only reason I had to resort to solve my matter in this way was because you never could get anyone with the company to give you direct and correct information IF they do not follow through as they have stated, I will be contacting you again
Complaint Response Date bumped because: Data Base Migration

Thank you for bringing Ms***’s complaint to our attention.The Customer Agreement signed by Ms*** *** on May 25, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. Ms*** contacted
Viasat on August 28, in order to request a disconnection of her Viasat servicesThe disconnection was processed the same dayHowever, since that date was also the same as her billing cycle date, Ms*** was billed in advance for serviceViasat was unsuccessful in taking payment, leaving the balance as a past due amount on the account. On October 28, 2016, Viasat’s systems had not recorded the return of Ms***’s equipment, and as such $was added to Ms***’s past due balance, bringing the total due to $Viasat was unsuccessful in taking payment for this account, and as such, the amount was written off to Viasat’s outside collections agencies on November 14, 2016. On November 13, 2016, Ms*** contacted Viasat to advise that she had returned her equipment in SeptemberA Viasat representative assisted in submitting a request for a credit for the returned equipment, and the $balance was removed as of November 17, 2016. On February 22, 2018, Ms*** contacted Viasat in order to advise that she had received a call from one of Viasat’s authorized collections agencies stating that she still owed a balance dueWe apologize for any inconvenience this may have caused Ms***.In resolution to this complaint, Viasat has submitted a request to remove Ms*** for her full balance from collectionsIf Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at ###-###-####.Thank you for the opportunity to respond

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 , *** ***

Initial Business Response /* (1000, 6, 2015/09/08) */
Thank you for bringing Mrs***' complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mrs*** contacted ViaSat's customer service department on July 24, to discuss
her account and the process for reconnecting it as the account was disconnected in errorDuring her conversation with ViaSat's customer service representative, Mrs*** was advised that a request would be made to ensure that the early termination fees were waived, and that the account would be reconnectedOn July 24, the account was successfully reconnected
On September 3, Mrs*** contacted ViaSat's customer service department once again to discuss the charge of $to her account on September 1, During her conversation with ViaSat's customer service representative, Mrs*** was advised that a refund of $would be issued to the payment method on file and should be received by her in three to five business daysOn September 4, Mrs*** was issued a refund of $to her payment method on fileAs Monday, September 7, was a holiday, Mrs*** should receive this refund by September 11,
If Mrs*** has any overdraft fees associated with this charge, please have her submit a rolling bank statement to ViaSat's customer service department to confirm the chargesOnce this has been confirmed, a refund for the overdraft fees charged because of the $charge on September 1, will be issuedMrs*** may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 8, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because it took them so long to credit my bank account I incurred over in overdraft fee from my bank that VIASAT will not pay I have faxed my bank statement times and emailed it times Everytime I call or do the online chat they can't find it even though they sent an email stating they got it So the 1st time I emailed it and did the online chat to make sure they had gotten it (I can't call anymore because I am on the phone over minutes waiting to speak to a rep and then on the phone with them for over an hour while "corporate" is looking for the email) she said to send a statement that was from the day the debit was made on my account to the day it was credited back including the running balance I told her that I would be possibly incurring more overdraft fees because of the initial overdraft fee and she told me that they would only cover what occurred from they date they took the money to the day the credited the money She said to send a statement showing those dates I did that and now first they told me they couldn't find the email or faxes to resend it Now they are saying the statement I sent isn't right that I need to send a statement from 8/to 9/ When I told the rep I sent what was requested all she would say is sorry and they can't find the email I sent to resend it I think they are going to jack me around until I just give up on trying to get the $back on over draft fees I have done everything they have requested and they will NOT give me my money back I have also had to pay to fax the statement because the first times I called to see if they got it and guess what they didn't no one bothered to give me an email address to send it Finally on the call they gave me the email address but it still takes them over an hour to find it I am done sending them email and faxes they "don't" get and can't find I will be contacting my bank regarding fraud and what steps I need to take next
Final Consumer Response /* (4200, 13, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I faxed my bank statement times and each time was told they did not receive it Finally I emailed the statement Not once did they call and tell me to send a different statement I was always the one who had to call in and wait on hold for plus minutes while the rep contacted corporate then only to be told the statement I sent wasn't the kind they wanted The rep gave me a date range that they wanted included on the statement so I sent the exact date range and assumed the issue would be dealt with Again I didn't get a call stating that they wanted yet another statement with different dates I had to call in after not receiving the refund Not once have a received a call from this company to apologize for all the issues caused by their mistake Instead I get "I understand you are frustrated Ms***" from the reps I have had to deal with The only apology I have gotten was the above response which is not an apology, it is
VIASAT trying to save face
Final Business Response /* (4000, 15, 2015/10/07) */
Again, ViaSat apologizes for the confusion Ms*** experiencedAs she contacted Customer Service directly, she was issued a direct refund of $to the payment method on file on September 24, ViaSat believes given this information that the complaint has been resolvedThank you for the opportunity to respond

Thank you for bringing Mr*** *** complaint to our attention. Each customer has access to Viasat’s Customer Agreement at exede.com/legal. New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer
Agreement prior to service installationThe Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Our records show Mr*** *** electronic signature on the Customer Agreement dated January 22, 2018.The Customer Agreement 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 February 7, 2018, Mr*** *** contacted Viasat in order to determine the length of his contract, as well as to advise that he had been without service for a weekThe Viasat representative who assisted Mr*** *** advised him of the length of his contract and requested to apply a $credit for the service he stated he had been withoutThe request for the credit was deniedWe apologize for any inconvenience this may have caused Mr*** ***. On February 9, 2018, Mr*** *** contacted Viasat to explore options for breaking the contract with ViasatMr*** *** stated that he had not signed a contract at installation. There are no records of any service calls being performed on Mr*** *** account or of any charge other than the $collected by Viasat on January 24, for monthly billing in advance. At this time, Viasat does not agree to waive Mr*** *** full early termination feesViasat will honor the $credit that was requested to be placed on Mr*** *** account and the credit will be seen on Mr*** *** next bill. If Mr*** *** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.