ViaSat, Inc.

Thank you for bringing Ms***’s complaint to Viasat’s attentionWe apologize for any inconvenience this may have caused.At the time of sale customers are made aware of Viasat’s Data Allowance Policy, the 24-month minimum service term commitment and the early termination feesEach of these
points are also addressed in the customer agreement signed by Ms*** on October 23, 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 issued back a refund of $which is half of the early termination fee chargeMs*** will see this refund within 3-business days.Thank you for allowing Viasat the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused On May 2, Ms*** contacted ViaSat as she was charged $for early termination fees that a previous ViaSat representative
offered to waiveAs Ms*** was not to be charged this fee, on May 13, 2016, ViaSat issued a refund of $to the payment method on fileOn July 28, 2016, ViaSat received the chargeback from Ms*** bank (dated from April 28, 2016) for the $charge collected on April 28, 2016, but refunded on May 13, Ms*** did send ViaSat her bank statements as she stated she did not submit a chargebackHowever, upon review of the statement provided by Ms***, ViaSat’s charge of $showed on her banking history on April 29, 2016, and the bank submitted a provisional credit to her account on May 2, for the $Further on her bank statement provided, on May 16, 2016, Ms*** was given a refund of $ Due to this information, ViaSat charged Ms*** $344.00, we refunded the $344.00, and her bank submitted a chargeback for the $Ms*** therefore received $back to her bank As ViaSat already issued a refund for the charge, and Ms*** submitted the charge back through her bank, ViaSat sent Ms*** account to our outside collections agency in an effort to collect on the outstanding balance for the additional $she receivedViaSat did not report the delinquent balance to any credit reporting bureausIf Ms*** would like to resolve this balance she may contact ViaSat’s 24-Hour Customer Service at ###-###-#### and make a onetime payment for the $Once received, ViaSat will remove Ms*** account from the outside collections process Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
Ms*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAs she ordered service during a promotional
period, Ms*** was receiving a discount of $off her bill per month for the first three months, as well as EasyCare at no additional cost for the same length of timeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p
The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service 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 termIn addition, the Customer Agreement states, “The performance of some games over the Internet is very poor and some games may not work at all.”
The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show Ms*** electronic signature on the Customer Agreement dated January 17,
Our records show Ms*** contacted Viasat’s Sales Department on January 12, to inquire about service, advising that she and her family used the internet for streaming and online gamingBased upon the information Ms*** provided, the Viasat representative recommended Viasat’s Unlimited Data Silver service plan at $a monthThe Viasat representative informed Ms*** about the details of the service plan, including that it was optimized for streaming at DVD quality or 480pAt this time, Ms*** advised that she had been interested in that service plan prior to contacting Viasat, and further discussed the billing and pricing, standard installation, and equipment leasing fees with the Viasat representativeMs*** was also informed of the early termination fees
During this conversation, Ms*** inquired if she could start on the Unlimited Data Bronze service plan and transition to the Unlimited Data Silver plan later, and was advised she couldMs*** also inquired about the speed of Viasat’s service, and was informed that the service speeds were not guaranteedMs*** opted for the Unlimited Data Bronze service plan, and moved forward with ordering service
The service was installed at Ms*** home on January 17, Viasat received a call from Ms*** the same day, at which time she requested the disconnection of her service, stating that the latency of the service would not meet her needsLatency occurs with satellite-based internet service because it takes time for a signal to travel to and from the satelliteThe Viasat representative offered to troubleshoot Ms*** concerns with her, but Ms*** declined and her call was transferred to Viasat’s Retention Department for further assistance
During her conversation with the Retention representative, Ms*** was offered a service plan transition and a discount on her bill, which was declinedMs*** was advised of the disconnection disclosures, including the early termination fees, before her account was disconnectedThe Viasat representative escalated removed Ms*** payment method, per her request, and request for a waiver of the early termination feesThis waiver request was rejected on January 18, as the early termination fees were considered valid, per the Customer Agreement
On January 20, 2018, Viasat charged Ms*** $in early termination feesAs there was no payment method on file, no amount was collected
Ms*** called Viasat on February 23, regarding the waiver of the early termination fees, at which time she was informed that the request had been deniedWhen Ms*** requested to speak to a supervisor, she was informed that there were none available and it was recommended that she call back laterMs*** advised she would wait for one to be available; however, the line droppedWe apologize for any frustration this may have caused Ms*** to experience
Ms*** called back the same day to speak to a supervisor regarding her early termination feesAfter some discussion with the Viasat representative, her call was transferred to a supervisor, who advised that her request for the waiver of the early termination fees had been denied as they were considered valid
As resolution to this complaint and in consideration of Ms*** short term as a Viasat subscriber, Viasat has waived her early termination fees of $as of February 27,
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

Thank you for bringing Ms*** response to ViaSat’s attentionWe apologize for any inconvenience this may have causedOn ViaSat’s original response to Ms*** it was determined that Ms*** was well aware of the 24-month minimum service term commitmentAs stated ViaSat records all calls for quality assurance purposes and was able to obtain Ms*** original sales call and at that time Ms*** was advised of the month contract which she agreed toViaSat has also obtained a signed customer agreement from Ms*** that would have been signed at the time of installViaSat cannot activate any account without the signed customer agreementViaSat stands by its original response and should Ms*** wish to disconnect the account he early termination fees will applyThank you for allowing ViaSat the opportunity to respond

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

Thank you for Mr*** rebuttal to our attention
The documentation provided by Mr*** does not show that ViaSat successfully collected the payments scheduled through his online banking programIt states that they were “Delivered” but not “Completed” or “Paid.” ViaSat will require a rolling bank statement showing that the money was successfully withdrawn from Mr***’s account before any refund can be determined
Regarding the online bill pay, we apologize that it was not communicated to Mr*** that ViaSat’s systems currently do not support the bill pay option through a subscriber’s bankViaSat only accepts payments through credit card, debit card, or electronic funds transfers
On April 24, 2016, ViaSat charged Mr*** $for his early termination fees and a one-time Annual Property Tax Recovery Fee, which is a fee to cover the associated costs of our company paying for property taxes on the leased equipment installed at our customers’ homesThis payment failed
In order to resolve this complaint, ViaSat will waive the balance due of $in full from Mr***’s accountThis waiver has been applied as of May 4, Mr*** currently does not owe anything further to ViaSat
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/11/16) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she *** have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term
commitment, early termination fees, automatic payments, and equipment lease requirementsEach of these points is also addressed in the Customer Agreement signed by Ms*** on May 3, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfaction
Billing & Payment Method - The Customer Agreement states that monthly 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 feesRegarding the charge to Ms*** credit card, ViaSat collected an advanced payment of $for the first month of service on May 2, On May7, 2012, ViaSat issued a refund for the amount to Ms*** payment method as a courtesy as she advised she had not been made aware the charge was going to come out right after her installationMs*** was also provided with a credit of $towards her future bills
Regarding Ms***'s billing issues, our review of her account shows that she contacted ViaSat on October 7, to update her payment methodOn January 2, 2015, ViaSat received notice from Ms***'s financial institution that the credit card had been closed, and updated its records accordingly
ViaSat's Credit Card Updater automatically updates a customer's credit card information to maintain current payment information on a customer's credit cardThe goal is to reduce the number of failed payments due to expired credit cards and to reduce the need for customers to call in to update these changes
Between January 15, and October 13, 2015, Ms*** contacted ViaSat ten times to update her payment method because it kept being removed, per ViaSat's Credit Card Updater processOn several occasions during this timeframe, Ms*** was asked to contact her financial institution about her payment method as ViaSat was updating her payment method information based on information provided by her bank
Data Usage - Ms*** was receiving ViaSat's Exede 15GB service plan at $a month plus applicable taxes and a $monthly equipment lease feeThis plan provides 15GB monthly data allowanceCustomers 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 soAlternatively, customers *** 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 that since her installation on *** 3, 2012, Ms*** purchased a total of 30GB of additional data
Our records show Ms*** contacted ViaSat eight times in regards to the Data Allowance Policy, as summarized below:
March 14, 2014: Ms*** called because she believed her Late Night Free Zone usage was being calculated towards her monthly data allowanceShe was advised that she would need to call back to speak with ViaSat's Technical *** department, which was closed at the time of the call, so her data usage could be reviewed; the ViaSat representative also advised Ms***, however, that it appeared her data was only being consumed during the daytime hoursThe ViaSat representative suggested that Ms*** take screenshots of her usage meter before and after the Late Night Free Zone and to send them to ViaSat if she saw a discrepancy
March 15, 2014: Ms*** required assistance with accessing her online usage meter, at which time her password *** resetMs*** advised that she did not believe the usage meter was working correctlyThe ViaSat representative recommended that Ms*** keep track of her network activities daily, and unplug her router when the service was not in useMs*** was provided with 5GB of free additional data as a courtesy
March 9, 2015: Ms*** called because she had received notice that she'd reached 70% of her data usage, and wanted to disputeThe ViaSat representative reviewed Ms***'s account and advised that a known issue was impacting her servicesAt this time, Ms*** was provided with 15GB of free additional data for the inconvenience
April 2, 2015: ViaSat provided Ms*** with 5GB of free additional data in response to a concern she had with her data and the internal usage issue ViaSat was experiencingThis issue was resolved
April 28, 2015: ViaSat provided 1GB of free additional data and escalated her data concerns internally for review
*** 5, 2015: Ms*** was provided with a free service call and 2GB of free additional data for her data concernsThe service call was completed on *** 7,
September 29, 2015: Ms*** called because she'd exceeded her monthly usageThe ViaSat representative reviewed her monthly data with her
October 5, 2015: Ms*** called to dispute her usageThe ViaSat representative provided Ms*** with a $goodwill credit
Equipment - The Customer Agreement advises that customers are responsible for returning ViaSat's modem and transceiver within days after the disconnection of their accountFailure to return the equipment within this timeframe can result in an unreturned equipment fee of $300.00, not including taxesViaSat has a UPS box, free return shipping label and illustrated instructions delivered to a customer's home within a week after their disconnection for the return of the equipmentAny service call request for assistance with the uninstallation of the equipment is associated with a chargeable fee of $Currently, ViaSat is offering a promotion that offers this service call at a nominal fee of $
Exede Voice - Ms*** contacted ViaSat on August 19, to add the Exede Voice product to her account, at which time she also requested that her telephone number be ported over from her previous carrierOn August 29, 2013, Ms*** called for assistance in activating the Exede Voice Adapter, but was unable to get a dial toneMs***'s concern was escalated internally for review and resolution the same day
ViaSat's Telephony Operations Group (TOG) made two attempts to contact Ms*** on August 30, and August 31, in regards to an issue she was having with her adapter with messages leftMs*** did not contact TOG back regarding her Voice concerns, and did not advise ViaSat of any further issues she *** have experienced with the Exede Voice service
On August 14, 2014, Ms*** called ViaSat to cancel the Exede Voice service, claiming she had never managed to get it to workDuring this conversation, the ViaSat representative offered to send Ms*** a new adapter, but Ms*** declined the offerWhen asked if she'd called Verizon to have her telephone number ported back over, Ms*** advised that she did not want the telephone number anymore and was aware she would lose it once the Voice service was disconnectedMs*** was provided with a $goodwill credit at this time
In total, Ms*** paid $for the Exede Voice service between September 4, and August 14, In order to come to a resolution regarding this particular issue, ViaSat will issue a refund of half of the total Exede Voice paymentA request for a refund of $to be delivered to Ms*** via check has been escalated as of November 16,
Speeds - The Customer Agreement advises that the service speeds *** vary and are not guaranteedCustomers are also advised of this at the point of saleDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer's home, network congestion, as well as the customer's computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Our review of Ms***'s account shows that she was actively using the service during her term as a ViaSat subscriberMs*** also received a total of $in goodwill credits and was provided with a total of 28GB of free additional data ($total) by ViaSat's representativesIn light of this, ViaSat does not agree to provide Ms*** with a refund of $However, to further resolve this complaint, and in addition to the refund of $185.70, ViaSat will also waive the balance due of $from Ms***'s accountA credit waiver for the amount has been applied to the account as of November 12,
We apologize for any frustration or misunderstanding Ms*** *** have experiencedThank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the company's gestureWhile I can say I did receive some compensation through the course of my service it does not equate to my level of frustrationI appreciate my final bill being compensated and accept that as part of the agreementI would appreciate an additional gesture of having someone come to my home and remove the required part from my roofMy husband is in no physical condition to perform this work without substantial risk to his personal well-beingIf the credit remaining on my account will cover this than please use itSince cancelling my service I can no longer log into my account to confirm the status or amount of the credits applied to my account and have not received any paper bill or other confirmation of my final bill

Initial Business Response /* (1000, 4, 2015/11/19) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on August 14, and available at exede.com/legal,
advises that ViaSat does not provide a prorated refund for unused services, regardless of when service is disconnected
Our records show ViaSat collected a payment of $from Ms*** for monthly service on November 16, Ms*** called in on November 17, to disconnect her accountViaSat received an email from Ms*** later that same day regarding her monthly service paymentIn response, a ViaSat representative reminded Ms*** that ViaSat did not issue refunds for unused services
In order to come to a resolution regarding this complaint, ViaSat has issued a refund of $to her payment method as a courtesy as of November 19, Ms*** should be advised that it *** take three to five business days for her to see the amount deposited into her account
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: The company did not offer any assistance to the dissatisfaction of serviceThe representative provided advertisement about the speed of the online serviceThe details provided by the variables of disturbances to online speeds is there are many claims against the unethical practices of Exede ranging as far as poor customer service to advertisementIn the customer agreement states written notice is the only way for termination of service, I provided a written notice and have not received a response so I took it to the Revdex.comThe agreement was signed on a mobile phone and the terms and conditions were not explained which caused Mrs*** to be misinformedThe company has a conflict of interest and is only interested in sales and not the customer, which is why the customer coerced Mrs*** to sign and offer her more products (i.etv bundle)The least the company can do is waive the termination feesIt's unfortunate to see that a company can still be operating business with numerous customer complaints and some very much interested in lawsuits.
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:
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 Ms*** complaint to our attention.Our records show Ms*** was receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes and a $monthly equipment lease fee.Ms*** service plan was subject to a Data Allowance
Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of Viasat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by MsTara *** on May 30, 2018.MsDarlington‘s Liberty service plan provided GB of monthly Priority Data allowance 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.Customers 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. 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 11, 2018, Mr*** contacted Viasat in regards to connectivity issues, which he stated he believed was due to their data usageThe Viasat representative assisting Mr*** advised that at the time of the contact, the modem was offline and would need to be troubleshotDue to Mr*** not being home at the time, no troubleshooting was able to be performed. On June 12, 2018, Mr*** contacted Viasat to request a disconnection of his Viasat services due to using up his monthly data allowanceA Viasat representative offered to troubleshoot Mr*** services or check into package availabilities, which Mr*** declinedMr*** requested a waiver for his early termination feesThe Viasat representative advised Mr*** that a request could be made, but that there was no guarantee of approvalMr*** chose to proceed with his request, and it was submitted the same day.On June 26, 2018, Ms*** contacted Viasat to check the status of his requestThe Viasat representative assisting Ms*** advised that the request had been denied, and the early termination fees were considered to be valid. Later that same day, Ms*** contacted Viasat’s Corporate Resolution Team (CRT) in regards to her early termination fee waiver requestThe CRT member agreed to waive Ms*** early termination fees, and processed the request the same day. At this time, Viasat believes that all appropriate actions have been taken in regards to Ms*** accountIf Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/26) */
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 Ms*** response to ViaSat’s attentionWe apologize that Ms*** is dissatisfied with the servicesViaSat offers hour customer service should Ms*** need assistance with her serviceMs*** can contact ###-###-#### anytime for assistanceViaSat stands by its previous response and will not be waiving the early termination fees from this account as the services were used and working the way they should beShould Ms*** wish to disconnect the charges will be valid to the accountThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/14) */
Thank you for bringing Mr*** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mr*** contacted ViaSat's customer service on August 1, to request the disconnection
of his ViaSat account due to no line of sightDuring his conversation with the ViaSat representative they agreed to disconnect the account with waiver of the early termination fees due to no line of sight
However, during this conversation Mr*** was advised that a review of the account would be completed and at that time a determination would be made as to whether the fees collected over the past year would be refundedMr*** was advised that a call back would be completed, but this was not completed in error
The determination of our corporate office was that the early termination fees would be waived, but no refund would be issued as no contact was made regarding any services issues over the course of installationAs a gesture of good faith, and as an opportunity to resolve the complaint, Viasat will agree to refund half the charges collected over the course of installation The refund of $will be issued via a check to the address on fileMr*** will receive this refund check by mail in two to three weeks Should he not receive this refund within this time frame, please have him 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, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any issue she may have experienced with ViaSatAt the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as
based on the service plans available in the area. Customers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their areaMs*** is currently receiving ViaSat’s Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a 10GB monthly data allowance and speeds up to Mbps for download, and up to Mbps for uploadViaSat’s 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 salePursuant 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 workWhile Ms*** can engage in activities, such as streaming Netflix, her activities are limited by the monthly data allowance of the plan she purchased, pursuant to the Data Allowance Policy as described aboveCustomers 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 soAlternatively, customers may utilize ViaSat’s Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra costMs*** called ViaSat on January 30, to request information regarding the disconnection of her ViaSat accountDuring her conversation with ViaSat’s customer service representative, Ms*** was reminded of the Data Allowance Policy, and the applicable early termination fees should she disconnect her accountIn order to come to a resolution regarding this complaint and in recognition of the short term Ms*** was a ViaSat customer, ViaSat will agree to disconnect her ViaSat account and waive her early termination feesIf she would like to take advantage of this offer, Ms*** may contact ViaSat’s Customer Service Department at ###-###-#### and should reference ticket no*** when she calls into Customer ServiceMs*** 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 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 returnWe apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have causedMr*** contacted ViaSat on July 28, regarding the move of his services due to moving locationsDuring this conversation, Mr*** stated
that he will call back if he decides to move as he didn’t realize he could pay the Early Termination Fee’s instead of moving the servicesAs Mr*** decided to not move or disconnect his services, his account remained active under the Vacation planOn November 30, 2016, Mr***’s ViaSat account was removed from the Vacation plan as it had been on the plan for six months and transitioned to the Essential plan. At the time an account is place onto the Vacation plan, a customer is advised that if they do not contact ViaSat prior to the six month mark, their account will be placed on to their previous plan or closest plan to their previous plan if it is not availableViaSat did not receive contact from Mr*** again until January 12, During this conversation, Mr*** advised that he would like to have his account disconnected and believed that he had requested the disconnection at an early timeThe ViaSat representative advised Mr*** that we had not received a disconnection request prior to this conversation, but would move forward with his request of the disconnectionIn order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to refund Mr*** the charges of $collected on December 28, The refund of $will be issued to the payment method on file and should be received within three to five business days from today, January 17, If Mr*** has any additional questions or concerns, please have him contact ViaSat’s 24-hour Customer Service at ***Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:This is still not precise account of data usage and the fact that they have tethered our usage for more then two months The company still can not account for the usage and just keeps throwing things out there hoping we will go away
Sincerely,
*** ***

Initial Business Response /* (1000, 14, 2015/12/28) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
On November 9, Mr*** contacted ViaSat's customer service department to advise
that he had yet to receive the lease recovery boxes to return his equipmentDuring this conversation Mr*** was advised that a request would be made to ship the boxes to his new locationOn November 12, this shipment was sent to Mr***
ViaSat received contact from Mr*** again on November 30, requesting a refund of $as he stated the leased equipment was sent back to ViaSatUpon investigation, ViaSat's representative did determine that his equipment was returned and that a refund of $would be requestedOn December 1, Ms***'s payment method on file was issued a refund of $Mr*** should have received this refund within three to five business daysShould he have not, please have him contact our customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 16, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)