ViaSat, Inc.

Thank you for bringing Mr***’s rebuttal to our attention
As previously stated, ViaSat advises at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteedService speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of saleLiberty Pass speeds will vary based on the time of day and the customer’s geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair the ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage thresholdHeavier users of Liberty Pass will experience slower speeds than lighter users
Since his May 25, 2015, Mr*** has only advised ViaSat of issues he may have experienced with the speed of his service onceDuring the March 30, conversation, Mr*** was advised that his service was being impacted by network congestionNetwork congestion is caused when many subscribers are on the network at the same time, and may intermittently impact web browsing and speeds for subscriber in the affected spot beam area.’
Once again, ViaSat does not agree to waive Mr***’s early termination feesA credit of $for a free month of service has been applied to his account as of September 19,
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,
*** ***

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,
*** ***

Complaint: ***
I am rejecting this response because: Every time I made a phone call to Viastat/exede and also *** **, before my wife or I even got to talk to anyone we were told the phone call is being recordedViastat/Exede needs to listen to every recordingIt clearly says when I put the original order in through *** ** that the price I was given included phone serviceAs far as the internet goes, again, you need to listen to the recorded conversationsIn one of them I talked to a man in the sales deptwho told me there is NO charge to put it on a pole as long as it is within 50.ft of the house,(it is well within 20.FT) and every person I talked to when I put in each complaint told me I should not have been chargedIn my opinion I have I been lied to numerous times, By everyone from telling me I would get the $back, that someone would be calling me back to set up an appointment to put the pole where it should have been put and also to fix the broken molding around the window and to bury the wireWhat about all of that? you say you will cancel my internet service but you fail to say you won't charge me any any cancellation feesAs far as I am concerned I did not get what I ordered, you did not hold up your end of the contract and you completely failed to fix any and all of these problemsYes I still want my internet service canceled without being charged any cancellation fees, this will be my only acceptable outcome
Sincerely,
*** ***

Thank you for bringing Ms***’s rebuttal to our attention
Regarding Mrs***’s assertion that Mr*** did not approve the transition of service, our review of the August 11, call recording shows that Mr*** called ViaSat regarding the dataAfter the ViaSat representative reviewed the monthly data usage with Mr***, he was provided with information regarding the next service plan availableMr*** asked the ViaSat representative to transition him to the Exede GB plan at $a month, plus applicable taxes and a $monthly equipment lease fee
The Customer Agreement signed by Mr*** on January 24, states that monthly service and lease fees are payable in advance, and authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees A copy of the signed Customer Agreement has been included for Mrs***’s review and records
Our records show ViaSat charged $to Mrand Mrs***’s account on August 28, However, as there is no payment method on file, the payment failed to be collected by ViaSat
As previously stated, ViaSat escalated Mrs***’s concerns internally to make sure his data usage meter is working properlyAs of August 31, ViaSat has not found any issues with Mrs***’s data usage meterIf Mrs*** 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 activity
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I'm sorry that I am unable to sit on the phone with Viacom as apparently needed to get these things done: troubleshooting and trying to find a wayHow do you think one feels when YOUR representative admitted that the "congestion" was something that may not be resolved and maybe your services should not have been sold to ANYONE in AlaskaHow would you feel then? I work hours a week, I run a household and have a million other things to doFrankly, for the times that I was able to call, I feel that was an accomplishment in itselfI've called you more than my family.I have little time to continuously call and "troubleshoot" with a business that is offering a service that should not be that hard to obtain this day and age. And the equipment? I was told by the installer that it was mine when he came and installed it as it "will probably be obsolete" by the time my contract was upBut if you want it, ok. I can not take your offer of "early disconnection" because - as much as I hate to admit this - something is better than nothingI have to have something here as my partner needs access to help run his businessI am actively and ardently looking for alternatives and if one should present itself, I will gladly and wholeheartedly let you know.
There does not seem to be a happy medium hereAll I want is the "high speed" Internet I was promised at the signing of the contractI am paying for itYou get my money every monthWithout failAnd just so you know, this morning, I had to reset the equipment two times before getting on and again this weekend, more trees were removed to hopefully assist in a more uninterrupted service.I don't know how else to respond to this.
Sincerely,
*** ***

Thank you for bringing *** *** rebuttal to our attention
In order to resolve this issue, ViaSat will provide MsProvencal with GB of free additional dataThis will be our final resolution on this matter
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/22) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term
commitment, early termination fees, equipment lease requirements, and certain gaming limitations Each of these points is also addressed in the Customer Agreement signed by Ms*** on February 8, and available at exede.com/legal It is the subscriber's responsibility to read the Customer Agreement before signing it We apologize if Ms*** feels these points were not communicated to her satisfactionViaSat records all calls for quality assurance purposes and was able to listen to Ms***'s sales callViaSat has determined that the sales agent followed and read the correct disclosures to Ms*** regarding the equipment lease fees and requirementsMs*** is leasing the equipment and would have only had to purchase her own router which would allow the system to be wirelessViaSat understands that Ms*** feels the service is not going to meet her needs or expectations so in order to arrive at a resolution ViaSat is willing to waive half of the early termination fees from the accountCurrently Ms*** has months remaining on her contract and at $for each remaining month that is $in early termination fees should she decide to disconnectViaSat will credit $leaving Ms*** responsible for the other $Ms*** will also be responsible for sending back the leased equipment using a prepaid shipping label and box provided by ViaSat once the account is disconnectedMs*** can contact customer service at XXX-XXX-XXXX and reference ticket number XXXXXXXXThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced
The Customer Agreement, signed by Ms*** on February 23, and available at ***, 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
Our records show Ms*** called ViaSat on February 20, to upgrade her service from ViaSat’s WildBlue network to the Exede network, which offers more data and faster speedsAt this time, she and the ViaSat representative discussed the Exede plans available in Ms***’s areaMs*** elected ViaSat’s Exede GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeUnfortunately, the ViaSat representative failed to advise Ms*** that the upgrade of her service was associated with a new 24-month minimum service ternWe apologize for any confusion this may have caused Ms*** to experienceThe Exede equipment was installed at her home on February 23, 2015, at which time she signed a new Customer Agreement
Ms*** contacted ViaSat on January 19, via online chat inquiring about disconnecting her service, at which time she was advised that she had months remaining in her 24-month minimum service termThe ViaSat representative also reviewed the other service plan options available to Ms*** at this time
On August 17, 2016, Ms*** called to disconnect because she’d found a new service providerAt this time, she was incorrectly advised that she was outside of the 24-month minimum service term and would not be charged early termination fees before her account was disconnected, per her request
On August 20, 2016, ViaSat collected a payment of $from Ms*** for her early termination feesMs*** placed a call to ViaSat regarding the charge on September 8, 2016, at which time she was advised the charge was valid, per the Customer Agreement
As resolution to this complaint, ViaSat has issued a refund of $to Ms***’s payment method as of September 12, Ms*** should be advised that it may take three to five business days from the issue date for her to see the amount deposited into her account
Thank you for the opportunity to respond

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused. *** ***’s original ViaSat account, ***, was established via an authorized dealer on August 29, 2014. On March 16, 2015, ***
***’s new account, ***, was established via this same authorized dealerHowever, *** ***’s original ViaSat account was never disconnected nor was ViaSat made aware that a new account was created. On August 7, 2017, *** *** contacted ViaSat to request the disconnection of his ViaSat account (***) as he was movingAnd on, September 1, 2017, he contacted ViaSat again to discuss the charges he had on both accounts between March and August As ViaSat was never made aware that *** *** had created a new account, the ViaSat representative declined his request for a refund of all charges collected during this time. In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to issue a refund for the charges collected between March and August 2017. ViaSat has requested to have a refund check issued to *** ***; however, we would like to validate his address prior to mailing this to himIf *** *** could please contact ViaSat’s 24-hour Customer Service Department at *** and reference ticket *** we will move forward with requesting and issuing a check for the duplicate charges

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement, signed by Mr*** *** on June 1, 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.Our records show Ms*** purchased Viasat’s Unlimited Bronze service plan through an authorized Viasat Dealer. All 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.Our records show Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, 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 360pDue to the fact that Ms*** ordered the service during a promotional period, she is also receiving the following discounts: $off for the first three months of service and a $credit for the EasyCare service for the first three months of service.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 also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On June 2, 2018, Ms*** contacted Viasat in regards to experiencing intermittent connectivityA Viasat representative assisted Ms*** in troubleshooting the services, and determined that a service call was needed as the modem was offline and would not connect. On that same day, Mr*** *** contacted Viasat due to experiencing no connectivity with the Viasat serviceHe was advised that there was an outage in effect that was being investigated.On June 5, 2018, Ms*** contacted Viasat in regards to the strength of her internet signalAt the time, the requested service call was still pending completionA Viasat representative escalated an urgent order notification for the technician and requested that Ms*** allow Viasat the opportunity to resolve the issue before disconnectingMs*** agreed.On June 14, 2018, Ms*** contacted Viasat in regards to her internet servicesShe stated that the service was not working for streaming movies on her televisionA Viasat representative advised her that the service plan that Ms*** was on was recommended for small screen viewing and offered Ms*** a transition to a plan that might better suit her needsMs*** declined the offer.On June 25, 2018, Ms*** contacted Viasat in regards to her internet servicesShe stated that she was experiencing issues with buffering while attempting to streamMs*** was advised by a Viasat representative that she might be affected by network congestion, something that Viasat is actively working to reduce for our customersThe Viasat representative offered to troubleshoot Ms*** service, however she was not on site to complete the troubleshooting. In resolution to this complaint, and in recognition of Ms*** short time as a Viasat customer, 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.

Thank you for bringing Ms*** response to our attention.We apologize if Ms*** feels she wasn’t informed of the events that transpired on her accountAs per our last response, Ms*** was removed from collections on January 16, This can be up to a 30-day process once initiatedMs*** account was not reported to any credit agencies.At 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.

Thank you for bringing *** ***’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused*** *** is currently receiving ViaSat’s Freedom plan for $a month plus the $equipment lease feeThis service plan provides GB of usage and speeds up
to Mbps download and Mbps uploadIt is our goal to provide you with the best internet experience possibleHowever, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, ViaSat cannot guarantee any particular speed to youViaSat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteedViaSat has checked *** ***’ service levels and everything is coming back greenViaSat ran a speed test today July 7, at 3:PM her time and it came back with speeds at Mbps download and upload which is above the speeds for that service planViaSat did launch a new satellite in June 2017; however, these services will not be available until late early At this time we have no further information regarding the new satelliteViaSat understands that the service may not be meeting *** ***’ needs or expectations and that she may wish to disconnect the servicesShould *** *** wish to disconnect the services ViaSat will agree to waive the early termination fees from the accountSince the services have been used there will be no refunds issuedThank you for allowing ViaSat the opportunity to respond

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 March 7, and available at exede.com/legal, 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 gatewayAdditionally, the Customer Agreement also informs that the speed of the service is not guaranteed and may varyCustomers are made aware of this at the point of sale
Our records show Mr*** called ViaSat several times between August 7, and September 15, regarding his connectionDuring this timeframe, Mr*** was provided with four service calls and credits totaling $During the service calls, Mr*** had his ViaSat equipment reinstalled several times
ViaSat did not hear back from Mr*** until March 26, because his modem was offlineThe ViaSat representative offered troubleshooting; however, during the conversation, the call dropped
Mr*** did not call back until June 12, 2017, at which time he requested the disconnection of his service due to his connectivity issuesPer Mr***’s request, the ViaSat representative escalated a request to have Mr***’s early termination fees waivedOn June 15, 2017, it was determined that the fees were valid, and the waiver request was deniedSubsequently, on July 8, 2017, Mr*** was charged $in early termination fees ($119.52) plus a failed monthly service payment of $that billed on June 8, As there was no payment method on file, no amount was collected
ViaSat received a call from Mr*** on July 28, regarding the balance due, at which time he was informed that the early termination fee waiver request had been deniedOn July 31, 2017, Mr***’s account was sent to an outside collections agency for further action on the balance due
As resolution to this complaint, ViaSat has escalated a request to have Mr***’s account removed from collections with the balance due of $waived in fullViaSat did not report Mr***’s account to any credit agencies
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,
Jerald ***

Initial Business Response /* (1000, 6, 2015/09/01) */
Thank you for bringing Ms***' complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedMs*** contacted ViaSat on July 1, to disconnect her account due to moving and not retaining servicesAt the
time of disconnection Ms***' had no address to send the box and label toViaSat sends the box and label to the account address on file once the account is disconnected as a courtesy through UPS; it is still the customer's responsibility to make sure the equipment is returned within days after disconnectionOn August 3, ViaSat charged Ms***' for the non-returned equipmentViaSat did not hear back from Ms***' until August 21, that the address needed to be updated, and at this time the address that was given was not a valid address so the box and label could not be sentOn August 25, the account and balance was sent to an outside collection agency due to no payment and no equipmentViaSat received another call from Ms***' on August 28, and Ms***' was able to provide a valid address where the box and label could be sentMs***' will be receiving the box today September 1, In order to arrive at a resolution ViaSat has removed Ms***' from collections and made sure the account balance is $Ms***' will want to make sure she sends back the modem; ViaSat has waived the tria charge from the accountThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 8, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the response although the documentation is not the truth I was in the house for almost a month following my cancellation of service at no time did I tell them I did not have a address The advised they sent box(s) to my ** address but could never provide UPS tracking number showing it was sent I had requested additional boxes and not sent, infact when I called back the agent advisesd they could not find documentation of it being sent I will return all equipment as soon as I receive a box which was requested for a 3rd or 4th time It will be sent promptly I also advised I would send in my personal box and they advised no
Thank you

Initial Business Response /* (1000, 9, 2015/10/20) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Ms*** contacted ViaSat on September 29, regarding her data usageDuring this conversation,
she stated that she was supposed to have been placed on ViaSat's Freedom (150GB) service plan, but was only receiving 10GB per monthMs*** was advised at this time that ViaSat's Freedom plan was not available in her area, and ended the call
ViaSat received a second call from Ms*** on October 7, regarding her service planOnce again, she was advised that ViaSat's Freedom plan was not available in her area, and that only ViaSat's Liberty service plans were availableThe ViaSat representative also explained the details of Ms***'s service plan, Liberty 10GB, to her
On October 13, 2015, ViaSat disconnected Ms***'s account, per her requestAt this time, it was agreed that ViaSat would waive her early termination fees in full, and issue her a refund of all payments made to ViaSat (total of $256.26)Three individual refunds of $99.99, $85.69, and $were issued to Ms***'s payment method the same dayIt can take three to five business days for refunds to be deposited into an account
We apologize for any frustration Ms*** may have experienced We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms***'s complaint
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 11, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though we will still be out an installation fee when we go back to our original provider, we accept the refund of the three individual charges totaling $as satisfying our claim

Thank you for bringing *** ***’s complaint regarding the billing of her ViaSat account to our attention The Customer Agreement signed by *** *** on November 26, states that monthly service and lease fees are payable in advanceCustomers are also made aware of this at
the time of the sale. On May 15, 2017, *** *** contacted ViaSat to discuss the connectivity of her ViaSat accountDuring this conversation the ViaSat representative informed *** *** that a service call was necessary; however, *** *** requested the disconnection of her ViaSat account*** *** was then educated about the early termination fees of approximately $upon disconnection of her ViaSat accountSubsequently per *** ***’s request her ViaSat account was disconnected on this date *** *** contacted ViaSat on June 19, regarding the lease recovery equipment kit, as she had not received itDuring this conversation the ViaSat representative advised *** *** that once her leased ViaSat equipment had been returned the outstanding balance of $would be waivedWe apologize for any misinformation that *** *** may have received during this conversation As of today, July 13, ViaSat has yet to receive *** ***’s leased equipment*** *** was responsible for returning ViaSat’s modem and transceiver within days after 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 prepaid return shipping label was to be delivered to her home address within a week after her disconnection, and it included return instructions Currently, *** *** has a past due balance of $which includes the early termination fees of $and non-returned equipment fees of $ In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to waive the charges of $for the early termination feesViaSat is unwilling to waive the fees associated with the leased equipment until the equipment has been returnedOnce the equipment has been returned, ViaSat will agree to waive the fees associated with the non-returned equipment. If MsThomson needs new shipping labels and boxes sent to her, she may contact ViaSat’s 24-hour Customer Service department at ***. Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
The Customer Agreement provided to each new customer, signed by *** *** on March 16, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees
will apply if service is canceled prior to the expiration of the minimum service termCustomers 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*** contacted Viasat on March 28, because she wanted to transition her service to the Unlimited Data Gold service plan because the service she was receiving at that time was not supporting her needsDuring this conversation, Ms*** was offered a discount of $off her bill per month for monthsMs*** was also offered a waiver of her early termination fees if she called within a week after the service plan transition to disconnect serviceMs*** accepted these offers, and her service plan was transitioned accordingly
Ms*** called Viasat back the same day to disconnect her service, at which time she was reminded of the early termination feesPer her request, the Viasat representative attempted to transfer Ms*** to a Viasat supervisor, but the call droppedMs*** called back the following day, at which time her account was scheduled to disconnect on April 19, 2018, per her requestA request for her early termination fees to be waived upon disconnection of the account was created
Ms*** account was automatically disconnected on April 19, 2018; unfortunately, her early termination fees were not waived the same daySubsequently, on April 20, 2018, Viasat collected a payment of $for her early termination fees ($343.00) plus prorated monthly service fees based on her service plan transition ($67.62)
Viasat received a call from Ms*** the same day regarding the charge to her account, at which time she was informed that she would be refunded for the early termination fees of $Unfortunately, the refund request was not createdWe apologize for any frustration Ms*** may have experiencedA refund request was created on April 21,
Another call was received from Ms*** regarding her refund request on April 30, 2018, at which time she was informed that it had not yet been processed, and that Viasat’s timeframe for processing refunds was to business daysA refund for $was issued to Ms*** payment method on May 1, Ms*** was advised of this the same day when she called in for an update on her refund requestWhen Ms*** inquired about the remaining balance, she was informed that the $was a valid charge for monthly service
As resolution to this complaint, the remaining payment of $has been issued to Ms*** payment method as of May 2, Ms*** should be informed that it may take three to five (to 5) business days for her to see the amount deposited into her account
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/11/06) */
Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any confusion or frustration ViaSat's Data Allowance Policy may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale
Our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms*** on November 3, 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 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
On November 4, Ms*** contacted ViaSat's Customer Service Department to discuss the Data Allowance Policy and ways to conserve her usageDuring this conversation, Ms*** informed ViaSat's representative that she was unable to identify what was causing the data consumption
Ms*** contacted ViaSat again on November 5, and requested that her ViaSat account be disconnected due to the Data Allowance Policy and its limitationsViaSat's representative advised Ms*** that if she choose to disconnect she would be responsible for the applicable early termination fees per the signed Customer AgreementMs*** disputed these fees and ultimately requested to speak with a ViaSat supervisor
During her conversation with ViaSat's supervisor Ms*** was once again reminded of the early termination fees and the signed Customer AgreementMs*** once again disputed these fees and ended the call as she stated she would contact her Attorney to dispute these fees
In order to bring this complaint to resolution, ViaSat is unwilling to waive Ms*** early termination fees in fullHowever, ViaSat agrees to waive half of the early termination fees upon the return of ViaSat's equipmentMs*** can call a ViaSat Customer Care Agent at X-XXX-XXX-XXXX and reference ticket XXXXXXXX to request the disconnection of her account
Ms*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ViaSat did agree to waive half of the early termination fees plus refund the first months billingThough I believe that any consumer should be released from any long-term contract fees if service was deemed to be inadequate within a reasonable time (i.eat a minimum business days or less)I am willing to accept the offer in order to proceed with other adequate services in a timely manner
Final Business Response /* (4000, 14, 2015/11/30) */
Thank you for bringing Ms***' reply to our attentionIt was confirmed that a refund of $was issued on November 16, Additionally, half of the Early Termination Fees were waived as wellGiven this, ViaSat believes this complaint has been resolvedThank you
Final Consumer Response /* (2000, 16, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)