ViaSat, Inc.

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
I will contact ViaSat at the phone number providedIf I have any trouble, I will be in further contact with you.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would think that in the future they do not send emails stating thank you for your payment when they have not actually charged you and their can ellation policy is cumbersome when you have to call and disconnect the day you want it turned off its hard enough to move but they make it more difficult not wanting to send out a stupid box before you move
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused On August 3, 2016, ViaSat received a direct email from Ms*** regarding her complaintUpon receipt of Ms*** email, ViaSat sent a
response to her with resolution On 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 caused In 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 days Again, we apologize for any frustration this situation may have caused, and thank you for the opportunity to respond Thank You!

Complaint: ***
I am rejecting this response because:all the subjects that are mentioned in the responce from viasat were NOT disclosed properly. I do remember the sales rep spewing a bunch of legal details in such bad english that I couldn't actually understand them. viasat MISLED ME, LIED TO ME JUST TO GET THE SALE, FAILED TO EVEN TRY TO PORT MY OLD PHONE #. WAY TOO MANY HORRIBLE HIDDEN SURPRISES! I WILL NOT PAY VIASAT!!!!!!!!!!!!! YOU ARE NUTS IF YOU THINK I OWE YOU ANY MONEY AFTER THE WAY YOU TREATED ME
Sincerely,
*** ***

Thank you for bringing Mc*** complaint to our attention. Per our previous response, Viasat internally escalated a request for Ms*** to receive a new return kitThis request was processed by Viasat’s logistics team the same day, and Ms*** should have received the return kitWe apologize if Ms*** has not received that return kit yet. In response to this complaint, Viasat has internally escalated a new request on March 20, for Ms*** to receive a return kit via an overnighted serviceThe request was processed the same dayIf Ms*** would like to track her package, she may refer to tracking no***. At this time, Viasat believes 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

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedAt the time of sale Customers are made aware of ViaSat’s 24-month minimum service term commitment and if service is canceled prior to the minimum
service term, early termination fees will apply. They are also informed that speeds may vary and are not guaranteed. Each of these points is also addressed in the Customer Agreement signed by Mr*** on March 8, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionBetween March 12, and March 23, 2016, Mr*** contacted ViaSat six times regarding the connectivity of his ViaSat accountEach time, Mr*** was advised that upon powercycling his system and removing the router from the equation, his service began working correctlyLatency occurs with satellite-based internet service because it takes time for a signal to travel to and from the satellite. “Ping” times will vary, but ViaSat’s web acceleration technology compensates for this to make the web browsing experience faster and more responsive. For the vast majority of uses latency has no affect. Latency can have an impact on games and virtual provide networks, however. ViaSat discloses at the time of sale that some games and virtual private networks may perform very poorly and that some may not work at allIn order to bring this complaint to resolution ViaSat will agree to disconnect Mr*** complaint as of April 20, with waiver of the early termination feesHowever, Mr*** 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 illustrated instructions on what equipment he will need to returnThank you for the opportunity to respond

Thank you for bringing Mr*** complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Mr*** called ViaSat on July 9, to discuss the ViaSat technician and issues with the installation. Mr*** also mentioned the
technician asked for additional money during the installation. At the time of sale customers are made aware of additional charges for a non-standard installation. ViaSat’s certified technicians are authorized to offer additional services, such as a wall drop or mounting the satellite dish on a pole instead of the roof, and charge the customer for those optional servicesWe apologize ViaSat’s service was not installed to Mr*** satisfaction and for any misunderstanding at the time of installationOn July 13, 2016, ViaSat receive connected from Mrs*** regarding the installation and additional charge related to the pole mount installed by the technicianAs ViaSat’s certified technicians are authorized to offer additional services such as mounting the satellite dish on a pole, the refund request was rejected. There was no contact to ViaSat regarding the telephone services previously advised to Mr*** by ViaSatMr*** did purchase the ViaSat Internet and Phone services on June 22, 2016. In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to disconnect Mr*** ViaSat accountIf Mr*** would like to disconnect his ViaSat account, he may contact ViaSat’s 24-Hour Customer Service department at ###-###-#### and reference ticket ***Please be advised, 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 ***Outside 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. A *** box with a free return shipping label will be delivered to Mr*** home address within a week after his disconnection, and will include return instructionsThank you for the opportunity to respond.

I just did a search on my computer for the last months, all categories, All folders, All everything and, guess what, no emails at all from ***@gmail.comJust another skin for a lieI believe what we have here is the old "Bait and Switch" routineI was baited with the gigs with the promise it could be the same at the end of months but would cost $I remember that because I told the Rep that "just sign me up for that now", and he said "shouldn't you do the promotional first" Those were the exact words spoken and that is why we got rid of Hughes at the cost of $and switched to Exede.I believe they owe us the Gigs per month at The $AS PROMISEDIf you can't provide it don't promise itYou are putting a lie out there to suck people in to signing up, playing the odds, and hoping no one will noticeThere are a lot more complaints against exede out there but people just don't bother to do anything about it

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused herAt 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 Ms*** on June 2, and available at ***We apologize if Ms*** feels these points were not communicated to her satisfactionViaSat does not offer a day trial periodAt the time of installation it is the customer’s responsibility to read over the electronic customer agreement before signingMs*** service could not be activated without the electronic signature being signed When Ms*** disconnected the account on June 9, the charges placed to the account were for the early termination fees and these charges are validOnce the payment is made the account will be removed from the collection agencyThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.Our records show Ms*** is currently receiving Viasat’s Freedom service plan with Boost and Wifi add-ons at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment
lease feeThe Freedom service plan provides GB of monthly data usage at regular speeds up to Mbps. Ms*** service plan is governed by Viasat’s Bandwidth Usage Policy. Pursuant to Viasat’s Bandwidth Usage Policy, when a Freedom plan customer uses greater than GBs of data during their monthly billing period, web and email speeds may not be slower, but other types of internet use, including video streaming, will be slower until the end of their monthly billing periodWhen our network is busy and the customer has used greater than GB of data, that customer will have lower priority on our network until the end of their monthly billing period. This may result in slower speeds when the network is busy. If the customer has used greater than GB, Viasat may contact the customer and give them the option to reduce their usage or transition to another service plan. If they did neither, Viasat may terminate service. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms*** * *** on September 24, 2016.On January 31, 2018, Ms*** contacted Viasat in regards to her data usageShe stated that she had used over her monthly data limit in one day and wanted the matter to be investigatedThe Viasat representative assisting her advised that the data had been used on secured web browsing, which for the security of our customers, Viasat has no visibility intoThe representative advised that they would escalate a request for a review of the accountUnfortunately, the request was incorrectly processed, and had to be re-escalated at Mr*** request on February 19, We apologize for any inconvenience that this may have caused Ms***. A review of Ms*** account by Viasat’s data dispute team on February 20, reveals that a download was performed that caused the usage of Ms*** monthly dataThe site that the download was taken from was a secured site, to which Viasat has no visibility into. In light of this complaint, Viasat has conducted an additional review of Ms*** accountAs of February 22, 2018, Ms*** has used GB out of GB (GB monthly data limit, plus an additional GB given as a goodwill), with a reset date of February 28, Approximately 96% of the data consumed has been used on web browsing, which Ms*** may view in her browser or download historiesOn January 31, 2018, approximately GB were used on downloadingMs*** is advised to check the download folder on her devices for that date to determine the source.At this time, Viasat does not agree to waive Ms*** full early termination fees should she choose to disconnectIn an offer of goodwill, Viasat will agree to waive half of the early termination feesIf 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

Thank you for bringing Mr***’ rebuttal to our attention
As previously stated, the Customer Agreement, signed by Mr*** on June 26, 2015, states that ViaSat may discontinue, add to, or revise any aspects of the service without noticeRecently, ViaSat removed the Freedom service plan from Mr***’ area, and introduced new its new Exede Liberty plansAs such, the Freedom plan is no longer an available option in Mr***’ area for either new or existing customersThis was explained to Mr*** during a conversation with a ViaSat representative on January 24,
Mr*** is currently receiving the Exede Evolution 20GB at $a month, plus applicable taxes and a $monthly equipment lease feeAt the time he ordered service, this service plan came with a promotion of the Freedom plan for the first six months, after which it reverted to the Exede Evolution 20GB planThirty days prior to the end of the promotional period, ViaSat sent an email notification advising subscribers that their promotion was coming to an end and advising them that they could transition to the Freedom service plan before the end of their billing cycle if they wished
In regards to the email notice about the end of Mr***’ promotional offering, ViaSat incorrectly advised that this email had gone to ***@gmail.com in our previous responseWe apologize for this errorThe email address we have on file for Mr*** is listed as ***[email protected]
ViaSat has already offered to switch Mr***’ service to the Freedom plan as a one-time courtesy; however, as it has to be processed through ViaSat’s back-end systems, it may take some timeMr*** should be advised that if he chooses to transition his service from the Freedom plan for any reason in the future, it will no longer be available to him and ViaSat will not make another accommodation for him
As ViaSat is taking action to provide Mr*** with the Freedom plan, per his request, we feel Mr***’ complaint has adequately been resolved
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/20) */
Thank you for bringing Mr***'s 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 saleOur Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr*** on October 14, 2015, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage
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 customersThe 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
Mr*** called ViaSat on October 15, regarding the Customer Agreement which he states he did not physically signThe 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 October 14, We apologize for any misunderstanding regarding the electronic signature process
In order to bring this complaint to a resolution ViaSat will agree to disconnect the account with waiver of the early termination fees; however, Ms*** 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 AgreementA UPS box with a pre-paid 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 return
ViaSat will disconnect the account as of October 23, Should Mr*** require the account to be active for any other length of time, please have him contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
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
Ms*** is currently receiving ViaSat’s Exede FGB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan
provides a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to Mbps
The Customer Agreement, signed by Ms*** on November 10, and available at ***, advises that ViaSat does not guarantee the 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 gatewayThe Customer Agreement also advises that service speeds may vary and are not guaranteedDue 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
Our records show Ms*** has contacted ViaSat numerous times since July 28, in regards to connectivity issues and slow speedsEach time, she has been guided through troubleshootingIt has also been determined on many occasions that Ms*** is receiving speeds within or well above ViaSat’s advertised rangeShe has also been educated that the use of multiple devices will degrade the speed of service, and that network congestion can impact her experienceDuring this time period, Ms*** has been provided with $goodwill credits, in total
Network congestion occurs when many subscribers are on the network at the same time, and may intermittently impact web browsing and service speeds of subscribers in the affected spot beam areaDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of the Exede networkViaSat tends to have more customers utilizing the network during peak times, about 5:PM to 2:AM, local time, but may vary depending on the area
On August 29, 2016, Ms*** called ViaSat in regards to issues she was experiencing with specific websites, the speed of her service, and her service connectionDuring this conversation, the ViaSat representative directed Ms*** to directly connect her modem to her computer, after which it was determined that she was giving speeds well above ViaSat’s advertised rangeWhen the representative offered Ms*** further troubleshooting for her other issues, she declined and requested to speak to a supervisor, at which time her call was transferred accordingly for further assistance
During her conversation with the ViaSat supervisor, Ms*** was offered the opportunity to troubleshoot further with ViaSat’s Technical Escalations department, but she declinedWhen she asked for a service call at no cost, she was advised that service calls were chargeable
ViaSat received an email from Ms*** on October 14, regarding her inability to receive emails through outlook.com on her computerIn response, it was recommended that she call into ViaSat’s Customer Service Department for assistance, as troubleshooting could not be provided over emailViaSat’s Customer Service representatives are available by telephone hours a day, days a weekHold times vary depending on call volumeWe apologize if Ms*** feels she could not reach a ViaSat agent in a timely manner
If Ms*** is experiencing an issue accessing a specific website, we recommend she call into ViaSat’s 24-hour Customer Service Department at ###-###-#### for advanced troubleshooting and assistance
ViaSat does not agree to issue Ms*** a refund for all amounts paid from July to October as she has been using the serviceAs resolution to this issue, ViaSat will provide her with one month of free service
Thank 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 me
Sincerely,
*** ***

As stated in ViaSat's previous reply, the 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 filesDue 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 equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity
The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset
Again, if Ms*** continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activitiesAdditionally, if Ms*** wishes to disconnect her ViaSat account she will be responsible for any applicable termination fees per the Customer Agreement
ViaSat believes this complaint has been resolvedThank you for the opportunity to respond
Complaint Response Date bumped because: Data Base Migration

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedAt the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, early termination
fees, equipment lease requirements, and certain limitations. Each of these points is also addressed in the Customer Agreement signed by Mr*** on July 22, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to her satisfactionViaSat’s service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance policy. The Data Allowance Policy applicable to Mr*** plan 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 saleIt is also addressed on the first page of the Customer AgreementOn July 24, 2016, Mr*** contacted ViaSat to discuss his account and the Data Allowance PolicyDuring his conversation, Mr*** was educated on the Data Allowance Policy and the Early Termination Fees should he wish to disconnect his accountMr*** requested to speak with a supervisor; however, one was not available at this time and he was advised that one would contact him back at a later timeWe apologize if Mr*** did not receive a call back from a ViaSat supervisorIn order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to disconnect Mr*** ViaSat account with waiver of the early termination feesMr*** will also be 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 free return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructionsIf Mr*** would like to have his account disconnected, he may contact ViaSat’s 24-Hour customer service department at *** and reference ticket ***

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

Thank you for bringing Mr*** complaint to our attention.Our records show Mr*** ordered his service through ***, an authorized Viasat sales agentUnfortunately, purchasing Viasat’s service with *** does not bundle the billing. Viasat and *** handle customer billing for
their own services and therefore, Mr*** was billed separately by Viasat for Internet service. Viasat shows that Mr*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeDue to a promotional discount for new customers, Mr*** is receiving a $credit for the first three months of his service planThe 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.On February 12, 2018, Mr*** contacted Viasat in regards to experiencing slow speedsAt the time, it was determined that Mr*** was experiencing network congestion due to using over GB of dataThe Viasat representative assisting Mr*** advised of peak congestion hours, and to contact Viasat if the issues persisted outside of those hours. Mr*** contacted Viasat on that same day to advise again that he was experiencing slow speedsA Viasat representative assisted in troubleshooting Mr*** equipment and again made the determination that Mr*** was within peak congestion hoursMr*** mentioned that he was not receiving the $bundle discount for bundling his *** services with Viasat’s, and the Viasat representative assisted him in adding the discountMr*** advised that he was told that he would get his Internet and *** services for a total of $monthlyThe Viasat representative advised Mr*** of Viasat being separate from *** and of the separate billing. At this time, Viasat cannot offer Mr*** his internet services for the price of $monthly on the current service plan that he is onIn resolution to this complaint, Viasat will agree to waive the full early termination fees should Mr*** choose to disconnectMr*** may take advantage of this offer by contacting Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***. Mr*** is still 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 his disconnection, and it will include return instructions.Thank you for the opportunity to respond.

Thank you for bringing Mr***’ complaint to our attention.Mr*** was responsible for returning Viasat’s modem and transceiver within days after disconnection, processed on March 12, 2018, or he would be subject to an unreturned equipment fee of $300.00, not including taxes, per the
Customer Agreement, signed by Mr*** *** on September 16, 2017. A *** box with a prepaid return shipping label was delivered to his home address within a week after his disconnection, and it includes return instructions.Mr*** contacted Viasat on March 20, to request a second box to return his equipment, as he stated he had not been made aware of returning the satellite receivedA new box was requested that same day. On March 28, 2018, Mr*** contacted Viasat in regards to not receiving the return kitA new request was submitted and the box shipped to the requested address. On April 7, 2018, Mr*** contacted Viasat in regards to not receiving the return kit he had requestedMr*** requested for Viasat to send the labels alone, so that he could return the equipment before his required deadlineA request was submitted after Mr***’ address was confirmed.Mr*** contacted Viasat on April 11, to state that he had shipped the package through ***, who had attempted a delivery but was unable toThe Viasat representative assisting Mr*** determined that the delivery address was wrong, and provided the correct address. On April 18, 2018, Mr*** contacted Viasat to state that the equipment had been returned via ***, and the Viasat representative verified through the tracking number that the package had been deliveredThe representative submitted a request for an investigation to be completed to determine the location of the equipmentA member of Viasat’s Logistics team performed the investigation, and determined that no equipment had yet been returned per Viasat’s systems.On April 20, 2018, Mr*** was billed $for unreturned equipment feesDue to a failed payment, Viasat was unsuccessful in taking the payment, and that amount remained as a past due balance on Mr***’ accountDue to nonpayment, this amount was then written off to Viasat’s outside collections agencies on May 7, 2018.Between April 23, and May 10, 2018, Mr*** contacted Viasat several times in regards to checking on the return of his Viasat equipmentHe was advised that until the equipment showed as returned in Viasat’s systems, the past due balance would remain validRequests for investigations were opened to check into the return of the equipment. On May 9, 2018, a request was placed to remove Mr*** from collections, and was successfully processedOnce the request is placed, the process can take up to business days to fully remove a customer from the collection’s records. Viasat did not report Mr***’ account to any credit agencies.At this time, Viasat believes that all appropriate actions have been takenIf 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.

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,
*** ***