ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/08/25) */
Thank you for bringing *** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale Our Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by *** on September 14, 2014, and it is 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 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
Our review of *** account shows that he contacted ViaSat's customer service department on August 21, with concerns about his data usageAt this time the ViaSat customer service representative advised *** of the data allowance policy, and offered to apply GB of additional usage as a gesture of good faith
To date, *** usage appears to largely be going towards web browsing and GB has been utilized of the GB's on his accountHis usage is scheduled to reset on September 14, As a gesture of good faith ViaSat will agree to apply an additional GB of usage to his account If *** would like to discuss his usage further and more in depth, please have him contact ViaSat's customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viasat's response completely fails to address my issueTheir reply is all about their Data Allowance PolicyMy issue is not with that policy, but with their inability to track my usage and failure to substantiate their claim that 25GB was used in one dayI carefully ration my data usage and 25GB was NOT sucked up in one dayWhen I asked them to substantiate their erroneous usage assertion, I was told they have no way of doing thatThat is unacceptableWhen I audit my phone bill or my electric bill, my usage is itemized, quantified and verifiedIf I have a dispute, the vendor provides detailed documentationWhen I buy gas, I see how much I am consumingWhen I shop at a store, I get an itemized list of my purchased itemsNot so with ViasatTheir practice simply is that their customers are supposed to take their word for itThat simply does not fly with meIf they can't back up their charges, they are subject to corruption, mismanagement and overchargingThe fact remains, they assert 25GB of usage on August That did not happen
Final Business Response /* (4000, 9, 2015/08/31) */
In ViaSat's previous reply we did provide *** with the most common causes for his high usage*** usage was largely consumed on August 17, 2015; therefore, we would encourage him to ensure that his network is secure and if a router is it place, it is password protectedAdditionally, ViaSat provides customers with the ability to monitor their usage through exede.netIf *** needs assistance setting up his account to monitor his usage, please have him contact ViaSat's customer service department at XXX-XXX-XXXXWe believe that given the information provided, the ability for *** to monitor his usage, and ViaSat's goodwill offer of adding GB to his account this complaint has been resolved

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.)

Initial Business Response /* (1000, 5, 2015/09/29) */
Thank you for bringing Mr***'s complaint to our attention
At the time of sale, customers are made aware of ViaSat's 24-month minimum service commitment, early termination fees, Data Allowance Policy, and that the service speeds are no
guaranteed and may varyEach of these points is addressed in the Customer Agreement, signed by Mr*** on September 3, and available at exede.com/legal
Mr*** is currently receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsDue 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, day-to-day activity, and the number of devices connected to a customer's in-home networkDuring "peak periods," subscribers may experience slower download speeds depending on the congestion of the Exede networkViaSat tends to have more customers utilizing the network during peak timesPeak periods are typically 5:PM to 2:AM, local time, but may vary depending on the area
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 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 filesCustomers 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 cost
Mr*** contacted ViaSat on September 14, because he was experiencing slow speedsDuring this conversation, the ViaSat representative reviewed the diagnostics from Mr***'s modem, and advised that there was an error with his throughput that was possibly impacting his speedsAfter some troubleshooting on the representative's end, the issue was resolvedThe representative also reviewed ViaSat's Data Allowance Policy with Mr***, and provided him with a breakdown of his usage and high usage daysMr*** was provided with GB of free additional data as a courtesy at this time
On September 15, 2015, Mr*** exceeded his monthly data allowance and the extra data provided to him; pursuant to the Data Allowance Policy, he speeds were slowedMr*** called ViaSat again on September 17, because he was unhappy with the serviceAt this time, Mr*** asked if ViaSat provided a 30-day grace period, and was accurately advised that ViaSat did not offer a trial period for its servicesOnce again, Mr*** was given a breakdown of his data usage and the Data Allowance Policy, and was provided with tips on how he could manage his data through the monthThe ViaSat representative provided Mr*** with GB of free additional data as a one-time courtesy
ViaSat received another call from Mr*** on September 25, regarding his service speeds and monthly data allowanceDuring this conversation, Mr*** asked if he could be supplied with additional data because he was about to exceed the GB of data he'd been providedThe ViaSat representative educated Mr*** that he could purchase additional data on an as-needed basis through ViaSat's Buy More optionWhen Mr*** explained that he was receiving slow speeds during the evening hours, it was explained to him that the service would be slow during peak times
ViaSat does not agree to waive Mr***'s early termination fees in full if he chooses to move forward with the disconnection of the serviceHowever, in order to come to a resolution regarding this complaint, ViaSat will waive half of the early termination fees if Mr*** disconnections prior to November 4, Mr*** will be responsible for returning ViaSat's modem and transceiver within days after the disconnection of his account, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement
If Mr*** would like to disconnection his account with half of his early termination fees waived, he may 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
Initial Consumer Rebuttal /* (2000, 8, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their offer to waive half the termination fee to discontinue their internet service to meThat means they will only charge $for termination and that they will reply to me via email that they will send out a technician to remove the transceiver in a timely fashion (within weeks) so I am not charged $for their negligence to remove it on time

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

Complaint: ***
I am rejecting this response because:I don’t agree with the paying for half the service agreementWe called on Jan when the modem was hooked up after the service men left to talk about the poor connection & bad service Was hung up on twiceI tried to cancel & was told I could not & that service would get better, it did notI called again on January where I was hung up on twice and told I could not cancel service I called again on January and was hung up on and was told that I had to go to the $unlimited plan in order to get good connection and to wait for weeks for the modem to get thereI called again on February to talk about the plan and how I was not getting good connection and it was rebuffing constantlyWe tried to resolve this problem on March and cancel our program service with a viasat that but they refused to cancel our service I had to call back a second time and get my husband to cancel the service I then contacted the Revdex.com on MarchWhile during research I discovered that Viasat was also charging me $a month in hidden fees to a security coverage company that I didn’t know I was being charged forI have tried numerous times to cancel the service I’ve been told I could not cancel or not the service would improve with the new Plan or to wait until the new modem got here the whole time the company was stringing me along because when I got the unlimited plan and it started up with the new data for the month I could not watch a movieThey told me it was congestion in the area and there was nothing they could do about itWe tried to resolve this issue with them multiple times we’ve been hung up on on multiple occasions and they would not work with us at allI do not feel like I need to pay a termination fee for a service that I was promise but never met the needs they claimed This company is a bait and switch company they probably shoe good service at $a month by the time I was done with them I was up to $a month and still service had not improved one bit
Sincerely,
*** ***

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

Thank you for bringing Mrs*** complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused On August 11, 2016, ViaSat received a call from Mrs*** regarding her inability to update anything on her dashboard of her websiteAt this
time, it was a one site issue and ViaSat’s Network Operations Center was able to resolve her issuesMrs*** confirmed to the ViaSat representative that everything was working correctly On August 15, 2016, Mrs*** contacted ViaSat again due to her inability to update anything on her websites dashboard againDuring this conversation, Mrs*** was advised that the issue would be escalated to our Network Operations Center for further review, and they were able to duplicate the issue over Exede’s networkHowever, the issue was also impacting other networks and the Network Operations Center advised that Mrs*** would need to contact her websites administrators for further assistance Mrs*** contacted ViaSat again on August 16, 2016, as she stated that her website administrator stated that everything was working on their end, yet she was still unable to use her dashboard on her website without using a hotspotThe representative speaking with Mrs*** stated that they would reopen the issue with our Network Operations Center, but Mrs*** became upsetAs Mrs*** requested the disconnection of her ViaSat account, the representative agreed to do so with the waiver of the early termination feesMrs*** accepted this offer, and her ViaSat account was disconnected on August 16, Given this information, ViaSat believes that Mrs*** compliant has been resolved and no further action is requiredHowever, Mrs*** 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 *** 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 Thank you for 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

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,
*** ***

Thank you for bringing Ms*** complaint to our attention
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 termThe Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signature Our records show Ms*** electronic signature on the Customer Agreement dated February 2,
Our records show Ms*** called to disconnect service on February 3, 2018, at which time she was reminded of the Customer Agreement and the early termination feesThe Viasat representative reviewed the disconnection disclosures before processing the request
On February 4, 2018, Ms*** was charged $in early termination fees, but the payment failed
As resolution to this complaint and in consideration of Ms*** short term as a Viasat subscriber, Viasat has waived the balance due of $in full as of February 5,
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 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 Mr*** complaint to Viasat’s attention.Our records indicate Mr*** is receiving Viasat’s Liberty GB service plan with the Free Zone afor $a month, in addition to Viasat’s EasyCare program for $a month, applicable fees, and a $monthly lease fee
Viasat’s EasyCare program provides customers with the ability to receive necessary service calls at no cost to them, as well as one free relocating of their equipment per yearUnfortunately, there was an error with scheduling a service call Mr*** had requested, and he was charged for the $service feeWe apologize for any inconvenience this may have caused Mr***.Mr*** advised Viasat of the charge on January 1, 2018, his bill cycle dateThe Viasat representative assisting submitted the request for his refund, which can take up to to business days to review, as well as a credit of $for Mr*** downtimeMr*** should see this credit on his next bill. In order to bring this complaint to resolution, Viasat has refunded the $he was charged in error to the payment method on fileMr*** should see the funds within the next three to five business daysIf Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care Department at 1-855-463-9333.Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/09/29) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms*** on September 24, 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 filesDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer's home, network congestion, as well as the customer's computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Ms*** contacted ViaSat on September 27, to discuss the data allowance policy, and the disconnection of her accountAt this time of this call Ms*** advised the data allowance used went towards media (video or audio) specifically YouTubeMs*** requested to have the account disconnected; however, when ViaSat's customer service representative advised her of the early termination fees she declined
In order to bring this complaint to resolution, ViaSat will agree to disconnect the account with waiver of the early termination feesHowever, ViaSat does not agree to refund the charges collected during the time of activation as services were renderedMs*** 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
Ms***'s ViaSat account will be disconnected on September 30, per Ms***'s requestShould Ms*** not wish to have her account disconnected please have her contact ViaSat's customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I requested my old plan back which I had for months beforeThis company keeps using bait and switch tatics on custumersEven the plan I switched to for days is now unavailable. Im not terminating my service because of this like they want
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/22) */
Thank you for bringing Ms***'s complaint to our attention
The Customer Agreement, signed by Ms*** on November 21, and also available at exede.com/legal, states ViaSat requires subscribers to commit to a 24-month minimum service
term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termThe Customer Agreement also advises that customers are responsible for returning ViaSat's modem and transceiver within days of their disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions within a week after their disconnection for the return of the equipment
Our review of the account shows that Ms*** called ViaSat on December 29, because she'd exceeded her monthly data usage, and wanted to know if there were other service plans available in the areaThe ViaSat representative advised Ms*** that ViaSat's Exede GB, Exede GB, Exede GB, and Exede Evolution service plans were all available to herMs*** was also advised at this time that ViaSat would be offering new packages in the future, including the GB Freedom plan, and that she should check back to see if any of them were available in her area
Ms*** called ViaSat again on March 27, to check if the Freedom plan was available in her area, and she was advised that it was not available to her at that timeOn April 7, 2015, Ms*** contacted ViaSat to disconnect her account because the data was not meeting her needsDuring this conversation, the ViaSat representative offered the customer GB of free additional data if she would remain a customer with ViaSat, but Ms*** declinedThe ViaSat representative reminded Ms*** of her signed Customer Agreement, early termination fees, and the equipment return policy before disconnecting Ms***'s accountThe ViaSat representative did not advise Ms*** that her early termination fees would be waivedViaSat has no record of Ms*** being offered a waiver of her full early termination fees
On April 24, 2015, ViaSat charged Ms*** $in early termination fees; however, as there was no payment method on file, no payment was collectedMs*** contacted ViaSat about the balance due on *** 7, 2015, at which time a ViaSat representative offered to waive half of Ms***'s early termination fees but advised that the full amount would not be waivedMs*** declined the offer of half off her early termination fees
ViaSat was notified on *** 12, that Ms*** had not returned her transceiverSubsequently, on *** 24, 2015, a charge of $was added to the existing balance due for the unreturned piece of equipmentMs*** was advised of this by a ViaSat representative on the same dayAs the balance due remained unresolved, Ms***'s account was sent to an outside collections agency on June 9,
ViaSat does not agree to waive Ms***'s early termination fees in full; however, in order to come to a resolution regarding this complaint, ViaSat will waive half of the fee, leaving Ms*** responsible for $in early termination fees plus the charge of $for the unreturned transceiver
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this whole thing started when I signed up for DirecTV I was told by the DIRECTV representative that they also have a bundle package for Internet service I had asked about the Internet because I was looking to also get internet service they told me that the internet provider was exceed WildBlue I had never heard of this company before or how their service was so I decided to give it a try I specifically asked if I would be able to test out the Internet to see if I liked it and to see if it was going to meet my needs I had been told both by the DirecTV representative and a customer service representative at Wild Blue that I could use the service for risk free trial of days and if I was not happy with the service I could disconnect with no early termination fees I started service on November 21st of on December 29th of I called to have the service disconnected because I was only being able to have internet weeks out of the month because I was going into data restriction the representative told me he could give me an extra gigabytes per month and that they were working on a bigger package in my area I told him I would give that a try and asked that if I still wasn't satisfied if I would still be able to disconnect the service without a fee the representative assured me that I would get an extension to see if I was going to remain a customer and in the meantime to continue checking for the bigger package after receiving the extra five gigabytes I was still going into data restriction I called Exede WildBlue back in January again in February and also again in March to see if there was a bigger package available I wanted to continue service with wildBlue I just needed more data I was told every time I called to keep checking back and that at any time I wanted to disconnect I would not receive an early termination fee because they were aware of the situation and that the only reason I hadn't disconnected back in December was because I was waiting for their unlimited package that they told me was going to be available any day on April 7th I spoke with Chanel I had told her that I could not continue waiting I felt that I had waited long enough for this unlimited package that was still not available in my area and then I wanted to disconnect to go with another provider that was going to be able to meet my needs I was told that the early termination fees had been waived and that I would receive a package from UPS to return my equipment on April 24th I received a bill from WildBlue with an early termination fee I called back spoke with a supervisor whom was very rude very disrespectful had absolutely no customer service and she called me a liar she fought with me for minutes told me the best she could do was give me half off of the early termination fees I told her repeatedly that I had already been told I was getting no early termination fee and that I was not willing to accept half off for something I had been told for months that I would not get after getting nowhere with the supervisor I then asked to speak with another supervisor and was hung up on I decided not to call back I packed up the equipment and sent it back to a UPS representative that picked it up I was told by UPS the weight of the box was to only be five pounds or less he told me the box had already exceeded the limits I then received another bill from WildBlue with equipment charges on it I called WildBlue back in *** about the equipment charges and was told that I did not send all of the equipment back I explained to the representative that the equipment that was inside the house had been shipped back that UPS said they could only take what was in the box already because it had already exceeded the weight limit WildBlue told me it was my responsibility to climb on my roof and disassemble the satellite receiver to ship back to them if I could not physically get on my roof I could pay $to have one of their representatives come dis assemble the equipment in nowhere in my contract does it state that I have to climb on my roof and disassemble any equipment that their representatives have installed I personally believe this is horrible customer service and representation from any company and being lied to and told repeatedly that I would not receive an early termination fee and then turning around and doing the complete opposite I feel is a form of fraud and this equipment nonsense makes absolutely no sense to me I was not the one that climbed on the roof and assembled it but according to them it's my responsibility to climb up there and disassemble it I physically can not do that and have no idea what I would be disassembling not to mention they are charging me $for the equipment but if I want someone to come from their company its going to cost me $so no matter what they want to charge me $Plus and let's not forget that ups refused to take the package back above the five pound limit I would like the early termination fees waived in full like I was promised multiple times and I do not want a charge for equipment when I already shipped back what I was supposed to also this has been wrongfully sent to a collection agency which is now damaging my credit when there should have not been a bill in the first place also WildBlue continues to send me monthly statements when service has been disconnected sense April 7th I honestly have had enough and would just like to put this behind me and move on the company is fully aware that too they could not provide the service that I needed they also know if they listen to the recorded phone calls that I was told numerous times I would not receive a termination fee due to the fact they could not meet my needs or I would have remained a customer thank you very much for your help in this matter sincerely *** A ***
Final Consumer Response /* (4200, 15, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again I do not agree I was told numerous times that the early termination fee would be waived I am expecting the company to uphold their end of the deal and will not settle for anything less I have already accepted the agreement for ViaSat to waive the fees for the transceiver I do however expect them to also waive the early termination fees as promised several times thank you again for your help in this matter sincerely *** a ***
Final Business Response /* (4000, 17, 2015/07/21) */
Thank you for bringing Ms***'s rebuttal to our attention
As stated in our initial response, ViaSat has no record whatsoever of Ms*** being offered a full waiver of her early termination feesOnce again, ViaSat will only agree to waive half of her early termination fees and the charge for the unreturned transceiver, leaving her responsible for a balance due of $
This will be our final response to this matterThank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I did pay the $to the collection company PLUS a $collection charge. I appreciate you removing me from collections, but you / they still have $in fees and collections
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/12/04) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on March 6, and available at exede.com/legal, advises that
the service speeds are not guaranteed and may varyDue 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 equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Ms*** is transitioned to ViaSat's Liberty GB service plan on November 24, This service plan provides customers with an GB of priority data per month 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 offers customers download speeds up to 1-Mbps once they have exceeded their monthly priority data
Our records show Ms*** contacted ViaSat via email on November 30, to report that she was experiencing slow download speeds while she still had dataIn response, the ViaSat representative advised Ms*** that ViaSat provides download speeds up to Mbps, provided her with general troubleshooting steps, and suggested that she contact ViaSat's 24-hour Customer Service Department via phone call for further assistanceViaSat has not had any further interaction with Ms*** since this email
Our review of Ms***'s account as of December 4, shows that she has exceeded her monthly priority data, and is currently receiving the Liberty Pass speeds as described above
As ViaSat has not been provided with any opportunity to resolve her speed concerns, if Ms*** chooses to move forward with the disconnection of her account, she will be charged her early termination fees in full
Thank you for the opportunity to respond

Thank you for bringing Mr***’s rebuttal to our attention
In response to this rebuttal, ViaSat has reached out to its collections agency to inquire about the payment Mr*** madeViaSat has been advised that the collections agency will be issuing Mr*** a refund, but that it may take him a full days to receive itMr***’s account has been removed from outside collections with the balance due waived in full as of March 8,
Thank you for the opportunity to respond

Thank you for bringing Mrs***’s complaint to our attention
Our records show ViaSat attempted to charge Mrs*** $in monthly service fees on July 4, 2016, but the payment failedSubsequently, on Jul y 14, 2016, her account was suspended for nonpaymentThe same day, Mrs*** made
two one-time payments of $to resolve the balance dueViaSat managed to successfully collect one of these payments on July 15, 2016, but the second failed
On July 20, 2016, Mrs*** called in about the duplicate payment and advised that it had caused her to go into overdraftAt this time, she was advised that one of the payments had failed and it was recommended that she discuss the matter with her bank as ViaSat had not collected the second paymentMrs*** requested to speak to a supervisor, but the line dropped before one could take over the call
Mrs*** called back the same day regarding the duplicate charge, at which time she was advised that she would need to fax in a copy of her bank statement showing that the second charge had been collected and caused her to go into overdraftIf the request was determined to be valid by ViaSat’s Finance Department, she would be reimbursed for her overdraft fees
ViaSat received another call from Mrs*** on July 28, regarding her request for overdraft reimbursement, at which time she requested to speak to a supervisorPer her request, her call was transferred accordinglyDuring her conversation with the ViaSat supervisor, Mrs*** acknowledged that the second payment of $had failed, but still asserted that it had caused her to go into overdraftAt this time, the supervisor contacted ViaSat’s Corporate Resolution Team to confirm if Mrs***’s faxed bank statement had been receivedThe CRT representative determined that they had not received any documentation from Mrs***, but also advised that because Mrs*** had made the duplicate payments via ViaSat’s *** Customer Portal, ViaSat would not reimburse her for her overdraft feesThe supervisor relayed this information to Mrs***, and offered to place a $credit onto her account insteadMrs*** declined and advised she would be looking for a new service provider and ended the callAs Mrs*** did not remain on the line, the supervisor was unable to process any disconnection request
Pursuant to the Customer Agreement, signed by Mrs*** on June 17, and available at ***, customers are given the opportunity to terminate service by giving ViaSat written or telephone noticeIn order to protect our customers, ViaSat requires the account holder to stay on the telephone line during the disconnection process to authorize the requestViaSat cannot accept predated account termination requests
On August 4, 2016, ViaSat attempted to collect a payment of $for monthly service, but the payment failedMrs*** contacted ViaSat via online chat to advise that she’d wanted her account disconnected and to explain her billing concernsAt this time, the ViaSat representative offered to call her to process her disconnection request, but Mrs*** declined and advised she would call back later that dayNo changes were made to Mrs***’s accountOur records show ViaSat received a call from Mrs*** later that night, but the call dropped before assistance could be provided
Mrs***’s account was suspended for nonpayment on August 15, On August 29, 2016, ViaSat received a call from Mr*** regarding the status of the account and to advise that his account was supposed to be disconnectedAs Mr*** was unable to verify that he had authorization to make changes to the account, the ViaSat representative was unable to provide him with specific information and unable to process any disconnection requestMr*** was advised that Mrs***, the account holder, would need to call inMr*** placed the ViaSat representative on hold, after which the call droppedThe representative attempted to call Mr*** back, but there was no answer and no opportunity to leave a message
Mr*** called back the same day; once again, he was unable to verify the account, and no changes were madeHowever, Mr*** was advised that there was a balance due on the account
On October 5, 2016, Mrs*** called ViaSat, at which time she was reminded of her 24-month minimum service term and the early termination fees before her disconnection request was successfully processed
Since July 15, 2016, ViaSat has not collected a payment from Mrs***; therefore, no refund is dueHowever, as resolution to this complaint, ViaSat will waive the balance due of $Additionally, ViaSat will waive $from Mrs***’s early termination fees as reimbursement for her overdraft fees
Thank you for the opportunity to respond