ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/07/06) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
With the information provided in the complaint ViaSat was unable to locate Ms***'s
accountIf Ms*** would provide additional information as it is located on her account, ViaSat will ensure that her complaint is researched and we respond accordinglyPlease have Ms*** provide the account number, phone number, and/or the email address listed on the account
Thank you for the opportunity to respond

Thank you for bringing Mr***’ complaint to our attention The Customer Agreement, signed by Mr*** on December 2016, 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 provides a *** box with a prepaid return shipping label and illustrated instructions within a week after disconnection Mr*** called on September 9, to disconnect service because he was moving at a new address, at which time he agreed to take the Viasat service with him and was informed of the disclosures associated with his moveHis original account was disconnected on September 18, 2017, per his request, and he was informed that Viasat’s modem and transceiver would need to be returned, per the Customer AgreementMr***’ shipping address was updated to his new location for the delivery of the equipment return kit Viasat was notified on October 20, that Mr*** had not returned the equipmentSubsequently, on November 12, 2017, Mr*** was charged $in unreturned equipment feesMr*** called Viasat on November 15, because he had not received the equipment return kitThe Viasat representative escalated a request to have another equipment return kit reshipped to him On December 18, and January 24, 2018, two additional escalations for the new shipments of the equipment return kit were created on Mr***’ behalf Mr*** called on March 12, and advised a representative that he still had not received the equipment return kitThe representative found a record showing that the box had been left on Mr*** porch on October 23, at 4:pm. Mr*** stated that he never found that shipment at his home. Per Mr***’ request, the Viasat representative provided him with the shipping address for Viasat’s warehouse so he could sent back the equipment on his own As a resolution to this complaint, Viasat will be refunding the unreturned equipment fees in advance of the return of the equipment by Mr***. A refund will be issued to Mr***’ payment method on file. He should see this refund in to business days. We apologize for any frustration Mr*** may have experiencedThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/06/30) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this *** have causedAt the time of sale customers are made aware of ViaSat's 24-month minimum service term agreement, and the early
termination feesEach of these points are also addressed in the customer agreement signed by Mr*** on April 25, and available at exede.com/legalViaSat charged Mr*** the $for the early termination fees of the voice serviceWe apologize if Mr*** feels these points were not communicated to his satisfactionIn order to arrive at a resolution ViaSat has issued a refund of $back to Mr*** today June 30, and Mr*** should see that within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution of the refund is satisfactory to me only until the day I receive my full refund of $ However, any other "comments" they made are and I as a customer did my part in finally getting their equipment back to them when they sent me a box they can reference tracking number *** and get that link to the right closed account *** and reference tracking number *** to closed account number *** then all this would have never happened
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/07) */
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 24-month minimum service term commitment, and the early
termination fees should the account be disconnected prior to the termMr*** did go through a local dealer to set up the service and ViaSat was able to contact the dealer and ViaSat was advised that Mr*** was the one who set up the service and that they were never advised of a day grace periodWe apologize if Mror Ms*** feels these points were not communicated to their satisfactionIn order to arrive at a resolution ViaSat offered to waive half of the early termination fees should Mr*** wish to disconnect the accountThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not in any way merit what we were told upon ordering service and we have said that all alongPlease see the attached letter mailed emailed to this company as they requested with PROOF of my wife's disabilitiesWhich is in itself unforgivableThis letter has gone without response since 8/10/when first provided and again emailed on 8/17/The only response ViaSat has provided is through this complaint with Revdex.com
The letter clearly states what we are expecting out of this considering the circumstances with the third partyLet me remind you ViaSat you didn't AGREE to half of the termination feeYou DEMANDED PROOF of my wife's disabilities and then and only then would you waive half the feeYou are milking the timeline of the daysThat is obviousMake this go away!!!!!
Final Consumer Response /* (4200, 14, 2015/08/21) */
***Document Attached***
Final Business Response /* (4000, 16, 2015/08/24) */
Thank you for bringing Mr***'s response to ViaSat's attentionWe apologize that Mr*** feels he was not responded to in sufficient timeViaSat shows that Mr***'s concerns were sent to our Corporate Care office on August 5, via chatAt that time our Corporate Care office advised that the dealer was contacted and ViaSat was able to confirm that the customer was given the correct information at point of sale and that no grace period was offeredViaSat did offer to waive half the early termination fees should the proper paperwork be faxed inAt this time ViaSat has made the decision that if Mr*** wishes to disconnect the account we will waive the early termination fees in fullMr*** will not need to send over paperwork, if he already has that is fineMr*** can call ViaSat at XXX-XXX-XXXX and reference ticket number XXXXXXXX to have the account disconnected with the early termination fees waivedThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedOn August 3, 2016, ViaSat received a direct email from Ms*** regarding her complaintUpon receipt of Ms*** email, ViaSat sent a
response to her with resolutionOn July 28, Ms*** contacted ViaSat’s customer service department to request the disconnection of her ViaSat account, which was the same as her billing cycle dateDue to this, the monthly payment of $was collected on the date of disconnectionBecause of this, and per company policy, the ViaSat representative advised Ms*** that this charge was nonrefundableWe apologize for any frustration this might have causedIn order to bring resolution to Mr*** complaint, and as she was a long standing customer of ViaSat’s, she was issued a refund of $to her payment method on file on August 3, The refund should be received back to Mr*** payment method within three to five business daysAgain, we apologize for any frustration this situation may have caused, and thank you for the opportunity to respondThank You!

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion she might have experiencedMs*** first contacted ViaSat regarding her belief that her services were not ground on April 29, During her conversation with the ViaSat representative, Ms***
was educated that a service call could be issued; however, that she would be responsible for the service call fee unless ViaSat otherwise determined there was an apparent issueMs*** declined this offerOn May 3, 2016, Ms*** contacted ViaSat to discuss her equipment not being groundedOnce again, Ms*** was educated that a service call would be needed to in fact determine if this was accurate, but she would be responsible for the service call chargeThe ViaSat representative also offered to add EasyCare to Ms***’s account which provides required service calls at no extra charge, normally $per service call for only $a month and no charge first daysMs*** declined this offerMs*** did not contact ViaSat again until August 3, at which time she stated that she believed her dish was not groundedOnce again, Ms*** was that a service call could be issued; however, that she would be responsible for the service call fee unless ViaSat otherwise determined there was an apparent issueMs*** was once again offered to add EasyCare to her account; however, she declined the offerSince this date Ms*** has not contacted ViaSat to request a service call related to her belief that her equipment is not groundedIn order to resolve this complaint, and as a gesture of good faith, ViaSat will agree to send a technician to Ms***’s location to review the installation of her services at no additional chargesMs*** may contact ViaSat’s 24-hour Customer Service at *** and reference ticket *** to have the service call scheduledThank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: there were two things we requireWhile we are grateful for the offer of early termination without incurring early termination fees, we also ask for a refund of the balance of the advanced payment for equipment lease feesViaSat charged our credit card $for equipment rental fees for two yearsWe would like reassurance that ViaSat will reimburse us $for the balance of our advance lease fees (x 23/24) when we return the equipment to ViaSatIf ViaSat will confirm that we will receive this reimbursement in addition to the waiving of early termination charges then we will gratefully accept the offer made by ViaSat
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/17) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat has a policy to where no unused services are too refunded at the time of disconnectionMs***'s payment
was collected and then the account was disconnected after which led to no refund being issuedIn order to arrive at a resolution ViaSat has agreed to issue a refund of $back to Ms*** today September 17, and she will see that back to her payment method within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Ms*** complaint to our attention. In response to this complaint, Viasat recommends that Ms*** contacts Viasat at [email protected] to have this matter investigatedMs*** should be advised to include all dates and amounts that she has been
charged, as well as any supporting documents she may have (e.g., a police report). Additionally, we also recommend that Ms*** issues disputes with her bank for the payments in question if she has not done so already.Thank you for the opportunity to respond.

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement signed by Ms*** *** on July 10, 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 behalf of Ms*** *** on October 11, in order to request a disconnection of her Viasat servicesMs***’ bill had generated on September 12, 2017, and due to nonpayment, the balance of $has remained on her account as a past due balanceMs*** request to disconnect the services was successfully processed, however the balance remained unpaidAs such, after several attempts to collect the balance due, the amount was written off to Viasat’s collections agencies on November 27, 2017. On January 12, 2018, Viasat received a payment for the amount of $60.58, and on the same day, Ms***’ account was removed from collections. Viasat did not report Ms***’ account to any credit agencies.Ms*** no longer has a balance due to Viasat, therefore, Viasat believes all appropriate action has 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

Initial Business Response /* (1000, 5, 2015/09/14) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat's Customer Service Department on July 17, to discuss
the issues she was experiencing with her servicesDuring this conversation, Ms*** was set up with a service call to help her resolve her issuesThis service call was scheduled for July 20, On July 20, Ms*** made contact with ViaSat as the technician did not show so the customer service agent rescheduled her appointment for July 21,
On July 21, Ms*** made contact with ViaSat's Customer Service Department once again to discuss the service call and her inability to access her phone servicesMs*** advised the customer service representative that the technician informed her that a new Analog Telephone Adapter (ATA) would be needed in order to resolve her connectivity issuesThe ViaSat customer service representative informed Ms*** that they would be happy to get her a new ata; however, troubleshooting steps would need to be performed firstMs*** informed the representative that she was unable to perform the troubleshooting steps and that she would call the technician for further assistance and call ViaSat back
Since July 21, ViaSat has not received contact from Ms***, and has yet to receive the certified letter in our Corporate Care DepartmentIn review of Ms***'s account ViaSat determined that Ms*** has been able to utilize her ViaSat internet servicesFrom August 12, until September 12, 2015, Ms*** used GB of her GB dataBecause of this, ViaSat is unwilling to refund Ms*** the monthly service charge fees for the internetHowever, as Ms*** states that she has been unable to utilize the voice services, ViaSat will agree to refund the $collected for the voice servicesThe refund of $will be issued to the payment method on file and should be received in three to five business days
In order to bring this complaint to resolution, ViaSat is willing to disconnect Ms***'s account with waiver of the early termination feesMs*** will be responsible for returning the leased transceiver and modem to ViaSat with the prepaid ups labels and boxPlease have Ms*** contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond

The Customer Agreement is electronically signed by customers during the service installation process, and an account cannot be established without the customer’s electronic signaturePer our previous reply, *** *** signed the Customer Agreement on June 29, From review of the call from July 3, 2016, ViaSat confirmed that Mrand Mrs*** were advised that should ViaSat not resolve their connectivity issues their services could be disconnected with waiver of the early termination feesHowever, as stated in our previous reply, Mrand Mrs*** were receiving download speeds of Mbps and upload of 5.58, well within the advertised rangeViaSat reviewed the July 6, call and verified that at no time did *** *** request that ViaSat not attempt to collect any further payments from his payment method on fileViaSat did receive a call on this same date from Mrs*** to request the removal of the payment method on fileDuring this conversation with the ViaSat representative, Mrs*** was advised that the removal of the payment method on file does take approximately business days before completionAdditionally, Mrs*** was advised that once this was completed all further payment requests would be ceasedAs of July 15, 2016, the payment method on file will be removedIn order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to waive the early termination fees in their entiretyHowever, per our previous reply, *** *** is 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 Agreement. A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructionsThank 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 me
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any cnfsion she may have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance PolicyEach of these points is
further addressed in ViaSat’s Customer Agreement signed by Ms*** on August 24, and also available at ***We apologize if these points were not communicated to Ms***’s satisfaction
ViaSat received a call from Ms*** on August 24, 2016, at which time she requested the termination of her account because she felt she had not been fully informed of the service at the point of saleAt this time, Ms*** was reminded of the 24-month minimum service term and early termination feesMs*** understood that she had signed a Customer Agreement, and advised that she would be contacting *** in regards to her point of sale concerns
Ms*** called ViaSat back later the same day to request disconnection because she was unhappy with the serviceAt this time, she and the ViaSat representative discussed how the service was geared more towards customers in rural communities with limited optionsThe ViaSat representative recommended Ms*** contact *** and ask them to pull her sales call for review
On August 25, 2016, Ms*** called to disconnect; however, after being advised of the disconnection disclosures, including the early termination fees, she advised she would call back to have the request processedMs*** called back on August 29, 2016, at which time her account was disconnected, per her request
ViaSat charged Ms*** $in early termination fees, but the payment failedOn October 11, 2016, Ms*** called ViaSat in regards to the balance due, at which time she advised she did not want to pay the balance due because she felt she had been misled at the point of saleViaSat’s representative reminded her of the Customer Agreement and advised that the early termination fees were validOn October 12, 2016, she called ViaSat to make a one-time payment for the balance due
As resolution to this complaint, and in consideration of Ms***’s short term as a ViaSat subscriber, ViaSat will agree to refund her early termination fees of $This refund has been issued to her payment method as of October 13, It may take Ms*** three to five business days to see this amount deposited into her account
Thank you for the opportunity to respond

Thank you for bringing Mrs***’s complaint to our attention
Our records show ViaSat attempted to charge Mrs*** $in monthly service fees on July 4, 2016, but the payment failedSubsequently, on Jul y 14, 2016, her account was suspended for nonpaymentThe same day, Mrs*** made
two one-time payments of $to resolve the balance dueViaSat managed to successfully collect one of these payments on July 15, 2016, but the second failed
On July 20, 2016, Mrs*** called in about the duplicate payment and advised that it had caused her to go into overdraftAt this time, she was advised that one of the payments had failed and it was recommended that she discuss the matter with her bank as ViaSat had not collected the second paymentMrs*** requested to speak to a supervisor, but the line dropped before one could take over the call
Mrs*** called back the same day regarding the duplicate charge, at which time she was advised that she would need to fax in a copy of her bank statement showing that the second charge had been collected and caused her to go into overdraftIf the request was determined to be valid by ViaSat’s Finance Department, she would be reimbursed for her overdraft fees
ViaSat received another call from Mrs*** on July 28, regarding her request for overdraft reimbursement, at which time she requested to speak to a supervisorPer her request, her call was transferred accordinglyDuring her conversation with the ViaSat supervisor, Mrs*** acknowledged that the second payment of $had failed, but still asserted that it had caused her to go into overdraftAt this time, the supervisor contacted ViaSat’s Corporate Resolution Team to confirm if Mrs***’s faxed bank statement had been receivedThe CRT representative determined that they had not received any documentation from Mrs***, but also advised that because Mrs*** had made the duplicate payments via ViaSat’s *** Customer Portal, ViaSat would not reimburse her for her overdraft feesThe supervisor relayed this information to Mrs***, and offered to place a $credit onto her account insteadMrs*** declined and advised she would be looking for a new service provider and ended the callAs Mrs*** did not remain on the line, the supervisor was unable to process any disconnection request
Pursuant to the Customer Agreement, signed by Mrs*** on June 17, and available at ***, customers are given the opportunity to terminate service by giving ViaSat written or telephone notice In order to protect our customers, ViaSat requires the account holder to stay on the telephone line during the disconnection process to authorize the request ViaSat cannot accept predated account termination requests
On August 4, 2016, ViaSat attempted to collect a payment of $for monthly service, but the payment failedMrs*** contacted ViaSat via online chat to advise that she’d wanted her account disconnected and to explain her billing concernsAt this time, the ViaSat representative offered to call her to process her disconnection request, but Mrs*** declined and advised she would call back later that dayNo changes were made to Mrs***’s accountOur records show ViaSat received a call from Mrs*** later that night, but the call dropped before assistance could be provided
Mrs***’s account was suspended for nonpayment on August 15, On August 29, 2016, ViaSat received a call from Mr*** regarding the status of the account and to advise that his account was supposed to be disconnectedAs Mr*** was unable to verify that he had authorization to make changes to the account, the ViaSat representative was unable to provide him with specific information and unable to process any disconnection requestMr*** was advised that Mrs***, the account holder, would need to call inMr*** placed the ViaSat representative on hold, after which the call droppedThe representative attempted to call Mr*** back, but there was no answer and no opportunity to leave a message
Mr*** called back the same day; once again, he was unable to verify the account, and no changes were madeHowever, Mr*** was advised that there was a balance due on the account
On October 5, 2016, Mrs*** called ViaSat, at which time she was reminded of her 24-month minimum service term and the early termination fees before her disconnection request was successfully processed
Since July 15, 2016, ViaSat has not collected a payment from Mrs***; therefore, no refund is dueHowever, as resolution to this complaint, ViaSat will waive the balance due of $Additionally, ViaSat will waive $from Mrs***’s early termination fees as reimbursement for her overdraft fees
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement,
signed by Mr*** on February 27, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work Mr*** contacted ViaSat on April 6, to discuss the connectivity of his ViaSatDuring this conversation, Mr*** was advised that the connectivity issues were directly related to the breach in the Data Allowance PolicyHe was also advised that a service call could be scheduled if needed Due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment. Speeds can also be affected by programs that are running in the background, the router, and day-to-day activityViaSat next received contact from Mr*** on May 16, to again discuss the connectivity of his ViaSat account. Mr*** was once again advised that the slow speeds were again due to the breach in the Data Allowance Policy; however, the ViaSat representative attempted to perform speed tests with MrEssington, but he disconnected the call before this was completed In response to this complaint, ViaSat will agree to disconnect Mr*** account with waiver of the early termination fees; however, Mr*** 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 Agreement. A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to returnMs*** may contact ViaSat’s 24-Hour Customer Service Department at 1- 855-463-and reference ticket *** if he would like to move forward with the disconnection of his ViaSat account Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/06/29) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any confusion she *** have experienced with ViaSat's Data Allowance Policy
The 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 sale; it is addressed on the first page of the Customer Agreement, signed by Ms*** on June 12, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds *** be slowed or restricted for a period of time when customers use their entire monthly system usageThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Our review of Ms***'s June 10, sales call shows that she contacted ViaSat's Sales Department to order serviceDuring this conversation, Ms*** mentioned that she streamed television shows and movies through multiple applications (e.g., Netflix, Amazon Prime, Hulu, etc.), at which point the sales representative recommended ViaSat's highest plan, Exede GB at $a monthMs*** declined this service package due to costMs*** was also recommended ViaSat's middle service, Exede GB at $a month, which she also declined due to costMs*** requested to be placed on ViaSat's lowest service plan, Exede GB at $a monthAmongst other aspects of the ViaSat service, the sales representative advised Ms*** of ViaSat's Data Allowance PolicyMs*** agreed to all aspects of the service, and moved forward with placing the orderThe ViaSat service was installed at Ms***'s home address on June 12,
Regarding the $charge Ms*** mentions in her account, ViaSat performs a preauthorization check on a new subscriber's payment method to confirm that the customer has a valid payment methodThis charge is automatically reversed to the customer upon validation; however, the issuing bank *** not immediately process the reversal requestMs*** will need to contact her financial institution for more specific information and the bank's policy on reversals
Ms*** contacted ViaSat on June 15, because she was dissatisfied with her monthly data allowance, at which point she was reminded of ViaSat's Data Allowance Policy and provided with advice on how she could manage and monitor her usage throughout the monthThe ViaSat representative also offered Ms*** GB of free additional data, which she acceptedViaSat received a second call from Ms*** the same dayDuring this second interaction, Ms***'s account was disconnected, per her request, and she was reminded of her signed Customer Agreement and the early termination fees
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 termOn June 16, 2015, ViaSat collected a charge of $from Ms*** for her early termination fees ($343.06) plus a charge for her first month of service ($59.98), applicable taxes ($6.68), and prorated charges based on her installation ($7.74)
In consideration of the short length of time Ms*** was a ViaSat subscriber, ViaSat will agree to issue her a refund for her early termination fees of $343.06; however, as she was using the service, ViaSat will not refund her for the payment she made for the first month of serviceThe refund of $has been issued to Ms***'s payment method as of today, June 29, Ms*** should be advised that that it *** take 3-business days from the issue date for her to see the amount deposited into her account, and that there *** be a delay due to the upcoming holiday
Thank you for the opportunity to respond

Revdex.com:I am pleased with their responsethank you for dealing with me in a timely matter
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by Mr*** on September 12, and available at exede.com/legal, requires subscribers to commit to a 24-month minimum service
termEarly 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 termCustomers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and sign a new Customer AgreementViaSat cancels the Customer Agreement on the original account and waives any applicable early termination fees
Mr*** called ViaSat on February 4, because he was moving and wanted to take the service to his new locationAt this time, the ViaSat representative confirmed that ViaSat’s Exede internet service was available in Mr***’s new area; however, it was determined that the Freedom service plan ($a month, plus applicable taxes and a $monthly equipment lease fee) was not available in his new areaMr*** decided not to move his service with ViaSat, and to move forward with the disconnection of his account; as such, the ViaSat representative accurately advised him that he would be charged an early termination fee
Service plan availability is based on locationViaSat is unable to provide Mr*** with the Freedom plan if it is unavailable in his new area
As Mr*** chose not to move his ViaSat service, ViaSat does not agree to waive his early termination fees
Thank you for the opportunity to respond