ViaSat, Inc.

Thank you for bringing Mr*** rebuttal to our attention
Our records show he contacted Viasat on December 20, to disconnect, but was informed that Viasat’s Retention Team was not availableMr*** was offered and declined a retention discount offer of $off his bill per month for months during this conversation
As resolution to this complaint, Viasat has disconnected Mr*** account was of December 28, with the balance due of $for monthly service and his early termination fees waived in full
Mr*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A *** box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructionsMr*** should be informed that any request for a technician’s assistance with uninstalling the equipment is associated with a $service call feeIf he would like this service call, he will need to call into Viasat’s 24-hour Customer Service Department
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 ViaSat’s attentionWe apologize for any inconvenience this may have causedThe Customer Agreement signed by Ms*** on November 1, states that all monthly fees are payable in advance. Customers are also made aware of this at the time
of the sale. Regarding the charge to Ms***’s credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on November 4, The customer agreement would have been signed through the computer as the customer agreement comes through email and would have had to been signed by the customer at the point of installation in order for the services to be activatedAt the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination fees should the account be disconnected prior to the monthsEach of these points are also addressed in the customer agreement signed by Ms*** on November 1, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionIn order to arrive at a resolution ViaSat has already honored the chargeback of $from Ms***’s financial institutionAlong with honoring the chargeback ViaSat has removed the charge for $for the early termination fees from the account Thank you for allowing ViaSat 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 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.

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I hereby agree to all payment terms offered in the most recent response to my complaintI only have one issue to addressThe document of the agreement displays an E-signature on the year agreementThis quite simply is impossible since I have never been on their website for any reason thus farHow did this happen? The only communication I have had with Excede before filing my complaint with the Revdex.com was a phone call to the Shady sales Rep*** inquiring about the internet service, and the very courteous and professional installer at time of installThe only documentation I have signed was the paperwork presented to me by the installer on the day of install confirming my hoto ExcedeI want to thank Excede/Wild Blue for their attention and quick response resolving this matter. 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,
*** ***

Complaint: ***
I am rejecting this response because: I called Excede (via sat) and they checked and my modem is completely down and not getting any signalI had to add a care plan and pay more to get them to schedule a time to fix this They may have slowed it down at some point but the lights on modem are not correct and over the phone their customer service told me I was completely downI don't feel I should have to pay extra for them to fix their equipment that was made clear to me it was their equipment If I'm being held to my two year contract then they should have to fix the equipment so they can offer me the service they promised free of charge I could see if it was my equipment, but it belongs to them
Sincerely,
*** ***

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 *** ***’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

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

Thank you for bringing *** ***’s rebuttal to our attention
The Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signatureOur records show *** ***’s electronic signature on the Customer Agreement dated July 28, We apologize for any confusion or frustration this may have caused *** *** to experience
If *** *** has a dispute with his dealer, ViaSat is willing to change the service call responsibility for *** ***’s account from ViaSat’s dealer to ViaSat so he could be serviced by ViaSat directlyIf he would like to move forward with this action, he may contact ViaSat’s 24-hour Customer Service Department at ***
Thank you for the opportunity to respond

Thank you for bringing Mr***’s rebuttal to our attention
As previously stated, ViaSat offered Mr*** a service call as resolution to his connectivity issues, but he declined due to the costMr*** also declined to opt into ViaSat’s EasyCare program, which would have waived the $service call feeInstead, on July 23, 2016, the account was disconnected, per his request
As ViaSat was not provided with any opportunity to assist Mr*** with his issues, and as Mr*** declined the service call, ViaSat does not agree to waive any portion of his early termination fees
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/26) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
Ms*** contacted ViaSat's customer service department on April 17, to discuss
their current bill, and the $charge for the month pre-paid lease fee ViaSat attempted to collect on February 12, During her conversation with ViaSat's customer service representative, Ms*** was advised that the original request for this credit was deniedHowever, Ms*** did not allow the representative to attempt to resolve this issue and ended the call
Though, on April 20, a credit was applied to Ms***'s account to ensure that she was no longer charged for the $pre-paid lease fee, but rather the monthly lease fee of $Therefore, on Ms***'s *** monthly bill a credit of $was assessed and their new monthly rate appliedAs Ms*** had not made a payment to ViaSat since March 19, 2015, she owed $for the April monthly services and $for *** monthly services
At this time, Ms***'s accounts has been disconnected due to non-payment and has a past due balance of $ViaSat will agree to waive any applicable early termination fees should Ms*** agree to pay this past due balance of $and return the leased equipmentMs*** *** contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX to make the one-time payment
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

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat’s Data Allowance Policy
*** *** is currently receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment
lease feeThe Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data 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 *** *** on June 3, (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 workCustomers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do so
Our records show *** *** ordered service from an authorized sales agent of ViaSat’s service on June 3, 2016, and her service was installed the same dayOn June 13, 2016, *** *** contacted ViaSat because she was experiencing slow speeds, at which time she was advised that she had exceeded her GB monthly priority data and had been placed into Liberty Pass speedsWhen MsGonzalex informed the representative that she thought she was receiving an unlimited plan with a 30-day trial period, she was informed that ViaSat currently does not provide either of those featuresAs *** *** had concerns regarding what was told to her at the point of sale, the ViaSat representative escalated a request for ViaSat’s Installer Relations department to contact the dealer to discuss*** *** expressed interest in disconnectingAt this time, the ViaSat representative reminded *** *** of ViaSat’s 24-month minimum service term and early termination fees*** *** requested to speak to a supervisor regarding the early termination fees
During her conversation with the supervisor, *** *** was offered a transition to the Classic Exede GB at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with GB of monthly data usage and a Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost*** *** declined this offerThe supervisor advised *** *** that if she moved forward with disconnecting, they were willing to waive up to half off of her early termination fees*** *** chose not to move forward with disconnecting service that day as she wanted to wait for the results of the escalation to ViaSat’s Installer Relations department
On June 18, 2016, ViaSat reached out to *** *** dealer for feedback on her point of sale concernsIn response, the dealer advised ViaSat that *** *** had been given correct information regarding ViaSat’s services, including the Data Allowance Policy and the 24-month minimum service term*** *** was advised of these findings during a conversation with a ViaSat representative on July 1, 2016, at which time she was reminded that ViaSat was willing to waive half off her early termination fees
The Customer Agreement states, in part:
“You acknowledge and agree that ViaSat or its designated service provider will be required to access your premises and computer to install and maintain the Equipment, including, without limitation, the antenna and its componentsStandard Equipment installations performed by ViaSat-authorized installers include: (i) installation of the antenna to an outside wall or sloped roof; (ii) travel to and from your Service location within miles of the installer’s office; (iii) cable routed through one exterior wall and one interior wall or floor; (iv) connection of the antenna to the modem using up to feet of cable; (v) connection of the modem to one computer using up to feet of cable; and (vi) required mounting and cabling hardware… You confirm that you have reviewed the installation plan and agreed to any associated chargesIf you approved a roof mount, you acknowledge the potential risks associated with this type of installation (including, without limitation, with respect to any warranty that applies to your roof or roof membrane)By signing this Agreement, scheduling a service or installation visit, and permitting us or our service provider to enter your home, you are authorizing ViaSat and its service provider to perform all of the above actions.”
ViaSat does not agree to fill the holes created during the June 3, installation approved by *** ***However, in order to resolve this complaint, ViaSat is willing to waive *** *** early termination fees in full if she disconnects her account prior to August 4, If she disconnects after August 4, 2016, ViaSat is willing to waive half off her early termination feesViaSat will also issue *** *** a refund of the $monthly service payment she paid on July 4,
If *** *** would like to move forward with the disconnection of her account, she may do so by contacting ViaSat at 1-855-463-in reference to ticket no
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I only get megabyte of speed pr, second most of the time never even close to megabytes I want at least close to megabytes of speed like they said when I purchased the plan, I know they have control of the speed the service text as told me and if they didn't woh can they shut you down to a lower speed when you exceed your monthly allotment .

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr*** has been in contact with our Corporate Care team and has spoken with HarrisWe apologize that Mr*** did not receive a call back regarding his email
issueHarris will be reaching out to Mr*** today March 11, to try a few more troubleshooting stepsViaSat has researched the issue and has determined that this is an issue with Outlook and the settings in Outlook; this issue has nothing to do with Exede services that Mr*** is receivingViaSat has credited Mr*** for a total of $for the issues he has experienced with his emailNo further credits will be applied to Mr***’s account and ViaSat will not be paying for Mr***’s Verizon WirelessThank you for allowing ViaSat 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
I will contact ViaSat at the phone number providedIf I have any trouble, I will be in further contact with you.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/09) */
At the time of sale, customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, and early termination feesEach of these points is also addressed in the Customer Agreement signed by Ms*** on
August 7, and available at exede.com/legalViaSat does not offer a trial periodThe Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer's electronic signatureWe apologize if Ms*** feels these points were not communicated to her satisfaction, and for any misunderstanding regarding the electronic signature process
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 customersPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work
Ms*** is currently receiving ViaSat's Exede Evolution GB plan at $a month plus a $monthly equipment lease feeThis service plan offers unlimited access to web pages and email, and GB of monthly data for all other online activityWhile Ms*** can engage in the activities described in her plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), her activities are limited by the monthly data allowance of the plan she has purchased, pursuant to the Data Allowance Policy
ViaSat received a call from Ms*** on August 26, 2015, at which time she requested the disconnection of her accountThe ViaSat representative reminded Ms*** of her signed Customer Agreement, and advised that the early termination fees would be valid if she moved forward with the disconnection of her accountMs*** advised she'd call back, and chose not to move forward with the disconnection of her account at that time
As Ms*** has actively been using ViaSat's service, ViaSat does not agree to waive her early termination fees in fullIn order to come to a resolution to this complaint, however, ViaSat will agree to waive half of her early termination fees if she disconnects prior to October 8, Ms*** will be 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 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*** would like to move forward with the disconnection of her account, she *** contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond

Thank you for bringing Ms***’s rebuttal to our attention
Our records show that ViaSat’s technician went out to Ms***’s home on January 22, 2016, at which time he replaced the modem, cabling, connectors, grounding, and additional equipment in her installationMs*** called ViaSat back on January 31, advising that her services had gone out againThe ViaSat representative guided Ms*** through troubleshooting, but was unable to resolve the issueA second free service call was establishedA ViaSat technician went out to Ms***’s home on February 3, and replaced the ViaSat modem and transceiver
ViaSat received another call from Ms*** on February 4, regarding a connectivity issueOnce again, Ms*** was guided through troubleshooting, but the issue persistedA third free service call was orderedViaSat’s technician went out to Ms***’s home on February 9, 2016, at which time the grounding blog for her installation was replaced
Our review of Ms***’s account as of February 10, shows that the software for her modem is out of date, which may be a contributing factor to her issuesWe recommend she contact ViaSat’s Customer Service Department at ###-###-#### and request to speak to the Technical Escalations department to have her modem software upgradedShe may reference ticket no*** when she calls in
In order to come to a resolution regarding this complaint, ViaSat has placed a credit of $onto her account for a free month of service
Thank you for the opportunity to respond