ViaSat, Inc.

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

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 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

Initial Business Response /* (1000, 5, 2015/12/18) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
At the time of sale, customers are made aware of ViaSat's 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 Ms*** on October 24, and available at exede.com/legalAn account cannot be established without the customer's electronic signatureWe apologize if Ms*** feels these points were not communicated to her satisfaction
Ms*** called ViaSat on November 25, to disconnect her accountThe Customer Agreement signed by Ms*** obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will apply Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Given the short time Ms***'s account has been active, and as a gesture of good faith, ViaSat will agree to waive the early termination fees of approximately $However, 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 Agreement A UPS box with a free 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
If Ms*** has any additional questions regarding the equipment return policy, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have mailed back the requested equipment in the box sent to me

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.)

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

Thank you for bringing Ms***’s rebuttal to Viasat’s attention. We apologize for any misinformation Ms*** may have received. Our records indicate that a supervisory Viasat representative reached out to Ms*** at her request placed on December 18, 2017, however there was no answer to the call. In regards to Ms***’s complaint against Viasat’s authorized dealer associated with her account, Viasat has previously escalated the situation and has handled it appropriatelyWe apologize if Ms*** feels otherwise. If Ms*** is requesting a list of the contacts she has made other than the one provided in the previous response, Ms*** is free to request that information with a court-ordered subpoena.Per the Customer Agreement, “because we value our subscribers, for an interruption of a significant length of time that is within our reasonable control, upon your request we may provide what we reasonably determine to be a fair and equitable adjustment to [their] account to make up for the Service interruption.” As per our previous response, Ms*** had been determined to have slow speeds on multiple occasions in regards to going over her monthly data allowanceThis is not an occurrence within Viasat’s reasonable control. In order to bring this complaint to resolution, Viasat will agree to waive half of Ms***’s 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 1-866-463-in reference to ticket no***.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,
*** ***

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 Mr***’s complaint to our attention
Mr*** is currently receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides GB of
monthly Priority Data for use at regular speeds of up to Mbps download and 3Mbps uploads Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Mr*** on January 30,
Mr*** contacted Viasat on February 5, regarding the speed of his service, at which time it was determined that he had exceeded his monthly Priority Data allowance, and was receiving Liberty Pass speedsWhen Mr*** expressed interest in disconnection, the Viasat representative reminded him of the 24-month minimum service term and the early termination feesMr*** was guided through troubleshooting; however, his speeds remained slow due to the Liberty Pass
Our review of Mr***’s account as of February 8, shows that he is receiving Liberty Pass speeds due to exceeding his monthly Priority Data AllowanceAdditionally, Mr*** is located in an area with high network congestion, which may cause him to experience slow speeds
As resolution to this complaint and in consideration of Mr***’s short term as a Viasat subscriber, Viasat will agree to waive his early termination fees in full if he disconnects prior to March 1, Mr*** will be 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 AgreementA *** 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
If Mr*** would like to move forward with the disconnection of his service, he may contact Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no***
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,
*** ***

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

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 ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat last heard from Mr*** on July 31, via emailIn this email Mr*** requested that his account be disconnectedViaSat responded to Mr***
that same day stating that disconnects cannot be handled via email and he would need to call Customer Service to process the requestViaSat has not heard from Mr*** sinceViaSat is unsure what would have caused Mr***’s services to stop unexpectedly in September of 2016; however, ViaSat offers 24/Customer Service at *** to handle technical escalations and ViaSat did not receive any call from Mr*** during this timeMr***’s account continued to bill as ViaSat showed the services as a working status and had not heard from Mr*** On October 13, ViaSat received two chargebacks from Mr***’s bank for $eachViaSat continued to bill and the payments failed which eventually led to a non-pay suspension on January 13, Currently the account remains in the non-pay suspension with an amount due of $In order to arrive at a resolution ViaSat will agree to disconnect the account and waive the balance in fullMr*** will need to call *** and reference ticket number *** to have this performed and so the account is not sent to an outside collection agency Thank you for allowing ViaSat the opportunity to respond Tell us why here

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*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat’s Data Allowance PolicyThe 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 also addressed on the first page of the Customer Agreement, signed by Ms*** on December 6, (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 workThe 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.Ms*** is currently receiving the Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis plan offers customers a 10GB monthly data allowance, and is ViaSat’s lowest-tiered planCustomers have the choice to transition their service plan to a package that better suits their needs, or purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soCustomers may also utilize ViaSat’s Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra costOur records show Ms*** contacted ViaSat on August 20, because she’d reached 75% of her usage five days after her usage had resetDuring this conversation, the ViaSat representative reminded Ms*** of the Data Allowance Policy and reviewed her high usage days and the network traffic categories her data had gone towardsMs*** was also provided with tips on how to monitor and manage her usage throughout the month ViaSat received further communication from Ms*** on August 25, 2015, at which time she advised that she’d reached 100% of her usage and requested a one-time slow speed removalThe ViaSat representative reviewed Ms*** usage with her, advising that it’d gone towards web browsing, marketplace (e.g., iTunes, Kindle, etc.), system updates, communications (e.g., email, audio/video chat, instant messaging, etc.), storage (e.g., cloud storage, online backup, etc.), social networking, media (e.g., Netflix, YouTube, etc.), file sharing (e.g., BitTorrent, P2P sharing, etc.), miscellaneous apps, and gamingThe ViaSat representative also advised Ms*** that her highest usage day for the month had been on August 16, 2015, during which her usage had gone towards software updates and marketplaces before providing her with 5GB of free additional data to normalize her speedsMs*** did not contact ViaSat again until January 8, During this conversation, Ms*** advised that she’d exceeded her monthly data allowance, and wanted to know where her data had goneAt this time, the ViaSat representative advised Ms*** that her data had gone towards web browsing, marketplaces, social networking, media, file sharing, gaming, miscellaneous apps, system updates, and communicationsFurther review of Ms*** data usage as of January 13, shows that her highest usage day for this current billing cycle (December 16, 2015-January 16, 2016) took place on December 19, On this day, the majority of Ms*** usage went towards media, marketplaces, web browsing, and communicationsIn order to protect our customers’ privacy, ViaSat is unable to provide a detailed data usage historyViaSat does not agree to issue Ms*** a refund for her services as she is actively using themHowever, in order to come to a resolution to this complaint, ViaSat will apply 5GB of free additional data on January 16, 2016, Ms*** usage reset dateMs*** should be advised that this additional data will not carry over to her next billing cycle if it is not usedIf Ms*** continues to experience issues with her usage we advise her to look into the programs that are running in the background of her devices, and to check her day to day activityThank 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,
*** ***

Thank you for bringing Mr*** complaint to our attention The Customer Agreement provided to each new customer, and signed by *** *** on December 20, 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 termOur records show Mr*** is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480pViasat’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/legalMr*** first contacted Viasat on December 24, in regards to his first month’s billMr*** requested a refund due to the fact that he was told he would only pay $109, and the Viasat representative who assisted Mr*** advised of the prorated charges involvedMr*** indicated that he would contact Viasat again to speak with a supervisor On December 30, 2017, Mr*** contacted Viasat regarding the speeds of his planMr*** was reporting download speeds of MbpsThe Viasat representative assisting him reviewed Mr*** account and a speed test revealed that Mr*** speeds were within the range for the service plan Mr*** contacted Viasat on January 19, due to the fact that he believed he was being throttled after using over GBThe Viasat representative correctly advised of the unlimited plan policies and that if Mr*** chose to disconnect, his early termination fees would be validThe call disconnected, and no changes were made to Mr*** accountOn January 20, 2018, Mr*** contacted Viasat to request a stop date of his payment method on fileThis has been completed as of January 22, In a gesture of good faith, Viasat will agree to waive half of Mr*** early termination fees should he choose to disconnect his accountMr*** will be 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 her home address within a week after her disconnection, and it will include return instructionsViasat does not agree to refund Mr*** first month of serviceIf Mr*** would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no*** Thank you for the opportunity to respond.

Complaint: ***
I am rejecting this response because:I previously filed a report with Revdex.com for NUMEROUS reasons about months ago describing the horrible business practices that exede had shown me and named many, many reasons why I was filing the reportAfter filing the report, I was approached by an exede employee who offered for me to cancel my service and to waive the early termination feesI agreed to thatHe gave me a reference number to give the customer service representative when cancelling my account to waive the early termination feesWhich I didAfter asking the representative NUMEROUS times if the fees were waived, he reassured me NUMEROUS times that they were in fact waivedAwesomeMy year long nightmare experience with exede was finally overOnly it wasn'tweeks later I happened to be looking at my bank statement only to find a charge from exede internet for $on 12/24/2016, weeks AFTER I had cancelled my accountUpon calling them to figure out why they took $from me, they informed me that it was for the early termination feeThe early termination fee that I had been assured and reassured numerous times was not going to be charged to meSo not only does the representative lie to me saying that I wouldnt be charged an early termination fee, but they still feel entitled to go behind my back and into my bank account and take my money weeks after I cancel my service with them and after they promised and assured me that my early termination fee would be voidedThis was all done with absolutely NO warningMeaning that I never received any email, no phone call, no letter in the mail, nothingThey just took my money.I now had to take time out of my day at work to call them to figure out why I was charged, and also time to call my bank to block any further charges that exede may feel entitled to without telling me. Give me back the money from my bank account that you unrightfully stole from me with no warning or explanation
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,
Jerald ***