ViaSat, Inc.

Thank you for bringing Mr*** complaint to our attention
The Customer Agreement, signed by Mr*** on February 20, 2015, advises that Viasat does not issue a prorated refund for any prepaid fees regardless of when the service is terminated
Our records show Mr*** was charged $in
monthly service fees on January 24, Later the same day, Mr*** called Viasat to disconnect service, at which time he was informed of all disconnection disclosures before his request was processedViasat received another call from Mr*** on January 26, regarding the charge to his account, at which time he was advised he’d disconnected on his bill cycle date and had been charged, and that the fee was considered valid
As resolution to this complaint, Viasat will agree to issue Mr*** a refund for the $monthly service feeAs this payment was collected via ACH, Viasat will need to wait at least four business days from the collection date before a refund can be processedViasat will process this refund on Wednesday, January 31, to Mr*** payment methodHe should be advised that it may take three to five (to 5) business days from the issue date for him to see the amount deposited into his account
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat’s Data Allowance Policy
Ms*** is currently receiving ViaSat’s Exede GB plan at $a month, plus applicable taxes and a $monthly equipment
lease feeThis service plan offers a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsIt also comes with a Late Night Free Zone between 12:AM and 5:AM, local time, at which unmetered service is provided at no additional cost
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 Mr*** ***, an authorized signer, on January 16, (also available at ***)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 work
Our records show that since her January 16, installation, Ms*** has called in five times regarding her data concernsViaSat first received a call from Ms*** on March 3, because she had exceeded her dataAt this time, the ViaSat representative reminded Ms*** of the Data Allowance Policy, provided her with tips on how to manage her bandwidth each month, and assisted her with registering for her account management portal at ***It was also determined during this conversation that Ms*** had exceeded her data due to continuous media streamingMs*** was provided with GB of free additional data as a goodwill gesture
Ms*** did not advise of any additional data concerns until December 17, 2015, when she called to advise she was experiencing slow speedsDuring this conversation, Ms*** advised that she was consuming her data quickly, but did not know whyThe ViaSat representative reviewed Ms*** account and advised her that her speeds were slowed due to exceeding her usageMs*** was also advised that the majority of her data usage had been consumed by *** videos and reviewed the devices connected to Ms*** servicePer her request, the ViaSat representative reviewed the other plans available to Ms***The representative also advised Ms*** that there was an issue with her signal quality and that troubleshooting could be performed, but a service call may be neededMs*** was not at home to go through the troubleshooting stepsThe ViaSat representative performed some actions on their end, and advised Ms*** to check the internet when she got home, as well as clear her browser history, cache, and cookies; and to call back if she needed further assistance or a service call
Ms*** did not make any further contact with ViaSat on until May 20, 2016, when she called to advise that she’d been having an ongoing issue with her dataDuring this conversation, the ViaSat representative reviewed her data usage informationThe representative also advised Ms*** that they would keep an eye on her usage, and call to advise her of they saw any troubling spikes in her dataWe apologize if Ms*** was not provided with any updates regarding her data usage
On July 27, 2016, Ms*** called to disconnect her account due to her data concerns, at which time a ViaSat representative advised there was an issue with her signal quality which may be impacting her dataAt this time, the ViaSat representative offered Ms*** a $service call with a one-time discount of $Ms*** accepted, and the service call was orderedViaSat’s technician went out to Ms*** home on July 28, 2016, at which time her satellite dish was realigned
ViaSat received a call from Ms*** on July 30, because she’d just had her service call, but was unable to determine if her issues had been resolved due to her data being exceededMs*** had been under the impression that her usage would reset after the service callViaSat does not reset data usage after service callsWe apologize for any misunderstanding Ms*** may have experienced regarding thisDuring this conversation with the ViaSat representative, Ms*** was offered GB of free additional data to remove her from slow speeds due to the Data Allowance PolicyMs*** felt that that was a minimum amount she could be offered, and wanted to know if credits could be applied to her accountThe ViaSat representative put Ms*** on hold to check with their supervisorUnfortunately, due to a technical issue, the representative was unable to retrieve Ms*** from hold when they came back to speak with herThe representative attempted to call Ms*** on another phone line, but there was no answerMs*** disconnected the original call shortly after thatThe ViaSat representative attempted to call her again, but there was no answerWe apologize for any frustration this may have caused Ms*** to experience
In order to resolve this complaint, ViaSat will provide with Ms*** GB of free additional data for her current billing cycle (July 20-to August 20, 2016)ViaSat will also provide Ms*** with a free month of service, to go towards her August 20, billViaSat does not agree to provide Ms*** with a $credit, or provide her with more data each month at no extra cost
Thank 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,
*** ***

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

Thank you for bringing Mr*** complaint to our attention.The Customer Agreement provided to each new customer, and signed by Mr*** *** on December 15, commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the
Voice serviceEarly termination fees will apply if either service is canceled prior to the expiration of the minimum service terms. Customers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Mr*** services were initially installed on December 15, Mr*** first contact to Viasat regarding his services was on January 11, 2018, to request a disconnectionMr*** stated that he felt he was misled about Viasat’s services and their limitations, and requested a waiver of his early termination feesThe Viasat representative assisting him advised that there would be no guarantee of a waiver, but that one could be requested for himMrGardener agreed and the request was placed that same dayMr*** account was successfully disconnected on January 12, by his request. On January 14, 2018, the request for Mr*** waiver of early termination fees was deniedMr*** was then charged on January 16, in the amount of $for early termination of his 24-month contractViasat was successful in taking payment from the account. On February 15, Viasat’s systems recorded Mr*** equipment as returnedDue to a systematic error, on February 16, 2017, Mr*** was charged $in error for non-return of equipment, as well as a charge of $for disconnection of his voice services, for a total of $Viasat was successful in taking the paymentAs of January 19, 2018, the $has been refunded to Mr***, and he should see the funds in the next three to five business days. In regards to Mr*** complaint, Viasat does not agree to refund Mr*** early termination fees, as Viasat was not allowed the chance to troubleshoot his systems as required by the Customer AgreementIf 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.

Thank you for bringing Ms***’ Better Bureau Business complaint to ViaSat’s attentionWe apologize for any confusion she may have experienced Ms*** contacted ViaSat on April 17, to request a service call due to connectivity issues she was experiencing with her ViaSat servicesDuring
her conversation with the ViaSat representative, Ms*** was advised that she would need to contact her local dealer to schedule the service call On April 20, 2016, Ms*** contacted ViaSat again to discuss the service call as she was having difficulties reaching her ViaSat Dealer. Ms*** account was escalated to the correct department due to the calendar unavailabilityMs*** contacted ViaSat again on April 22, to again discuss the difficulties with getting the dealer to her location for the completion of the service callDuring this call, Ms*** was advised that this issue was escalated on 4/20, but she should receive a call from someone regarding the service call and that a sales channel change would occur Ms*** contacted ViaSat again on April 26, During this call, Ms*** asked to speak with ViaSat’s corporate office to get her issues resolvedOne of ViaSat’s corporate representatives spoke to Ms*** and reviewed the information provided by Installer Relations teamAdditionally, Ms*** was scheduled for April 28, and given a credit for $to cover her monthly bill Nevertheless, ViaSat’s Home Service Providers attempted to contact Ms*** on April 26, and April 27, 2016, to discuss the scheduling of her service call; however, she was unavailable at that timeCurrently, the service call for Ms*** has been rescheduled for April 30, Ms*** will need to contact *** at *** to complete the scheduling of the service call To date, Ms*** has received $in goodwill credits due to this issueViaSat believes given these credits and that ViaSat is attempting to resolve the service call issues, the complaint has been resolved Thank you for the opportunity to respond

Thank you for bringing Mr***’s rebuttal to our attention
As previously stated, ViaSat’s HSP made multiple attempts to reschedule Mr***’s appointment between April 7, and April 14, 2017, including via email to the email address we have on file, with no success after his initial service call appointment could not be fulfilledAdditionally, several ViaSat representatives have offered to reschedule Mr***’s service call appointment; each time, the offer was declined by Mr***
On August 14, 2017, Mr*** acknowledged that he had been contacted by the HSP, but advised that he had not responded to the calls
During a conversation with a ViaSat supervisor on April 13, 2017, Mr*** was advised that the cost of the transceiver would be waived, but that he would still be responsible for returning the modem prior to being charged
ViaSat will agree that Mr*** is not responsible for returning the transceiverViaSat will also advise the HSP to stop contacting Mr*** regarding his service callHowever, no refund for the unreturned modem fees will be issued prior to its return to ViaSat
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:The response was not appropriate for a businessThey even stated themselves that on March I received the box to return the equipment and the following day they charged for non returned equipment and then sent it to collectionsThis is not an appropriate action by any means as when I spoke to the customer service to get the box sent to the correct address she said there would be an extension put in for the equipment to be returnedThis was obviously not doneI also do not see how this is safe to have customers climbing on roofs to retrieve their equipmentWe did not have to put it up there, someone else installed it- why should we have to take it down? The company in response to this message simply stated dates of events and no action or resolution to be hadPaying the $is not an acceptable action nor is going to the house where I no longer have access to to climb a roof and retrieve equipment that I was not leasingThe only equipment that is stated in contract as leased is the modem-which was returnedThe tria is part of the monthly service and therefore if want back the company should be responsible for retrieving.
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement, signed by *** ***, an authorized signer, on March 1, and available at *** advises that customers are responsible for returning ViaSat’s modem and transceiver within days after their disconnectionFailure to return the equipment results in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a *** box, free return shipping label, and illustrated instructions for the return of the equipment within a week after disconnectionCustomers may request a service call for assistance with uninstalling the equipmentThis service call is typically associated with a $charge; however, customers who opt into ViaSat’s EasyCare program at $a month will receive the service call at no additional cost
Our records show ViaSat received a call from Ms*** on March 26, because she was experiencing a connectivity issue and had concerns about her speedsPer her request, a service call was ordered; however, because there were no dates available for scheduling her appointment, she was advised that someone would contact her to set her appointment date and time
A member of ViaSat’s Home Service Provider (HSP) reached out to Ms*** on March 28, to advise that the technician was in the area that day, and to see if she would be availableMs*** advised the HSP representative that Thursdays work better for her schedule, but asked them to call back in case something changedOn March 29, 2016, the service call was rescheduled for April 1, On April 1, 2016, Ms*** advised the HSP that she needed the appointment rescheduled for April 7, 2016; however, her appointment was unable to be scheduled for that dayOn April 13, 2016, the HSP representative reached out to Ms*** to inquire if April 14, would fit into her scheduleThere was no answer and a message was leftThe HSP did not hear back from Ms*** until May 25, 2016, when she advised she had no availability and would call back if the service call was still neededOn May 28, 2016, the service call was cancelled because it had been open for over two months
ViaSat’s Customer service department did not receive any contact from Ms*** between March 26, and July 12, As such, ViaSat was not made aware that Ms*** may still be experiencing a connectivity issueDuring this time, Ms*** was charged monthly service fees of $on April 16, 2016, May 16, 2016, and June 16, Section of the Customer Agreement authorizes ViaSat to automatically withdraw from Ms*** payment method on file for ViaSat’s services
On July 12, 2016, Mr*** called ViaSat to disconnect her account, at which time he was provided with all disconnection disclosures, including the return of the equipmentPer his request, a service call was ordered so a technician could assist him with removing the transceiverUnfortunately, there were no dates available for scheduling; Mr*** advised that he would be contacted by the HSP for scheduling
ViaSat received a call from Mr*** because he had not received a call for scheduling his appointment, at which time the ViaSat representative attempted to find a date and time for the service callUnfortunately, there were no dates availableThe ViaSat representative left notes for the HSP requesting that Mr*** be contacted for scheduling; however, they did not escalate this request with the proper processWe apologize for any frustration this may have caused Mr*** to experienceOur records show the issue was escalated accordingly on July 20, The HSP acknowledged the escalation the same day, but was still searching for availability for Mr*** service call
Between August 2, and August 9, 2016, Mr*** called ViaSat four times because his service call had not been fulfilledOn August 4, 2016, a second escalation was issued to the HSP for resolution, and Mr*** was advised that ViaSat would issue him a refund if he was charged the unreturned equipment feesOn August 9, 2016, Mr*** advised ViaSat that he was going to hire a contractor to assist with the uninstallation of the transceiver and that he would be sending a receipt to ViaSat for the expense
ViaSat does not agree to reimburse Ms*** for the monthly service fees paid on May and June, and does not agree to reimburse her for her perceived time lost or the processing fee she was charged by her bank for blocking her accountHowever, as resolution to this complaint, ViaSat will agree to reimburse her the $payment she made to the contractor for the removal of the transceiverMs*** will need to provide a copy of the receipt received by the contractor prior to ViaSat issuing this refundThis documentation can be submitted via email to *** in reference to ticket no***
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused At the time of sale customers are made aware that service speeds vary and are not guaranteed. They are also informed that ViaSat requires a 24-month minimum
service term commitment for Internet service and early termination fees will apply if service is canceled prior to the minimum service terms. Each of these points is addressed in the Customer Agreement signed by Mr*** on April 6, and available at exede.com/legalDue 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 activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12:AM, local time, but may vary depending on the area. Customers are also advised that use of multiple devices with our service may result in slower speedsDue to the length of service ViaSat agrees to waive the early termination fees totaling $not including taxes; however, no refunds will be issued as the service was installedMr*** will be responsible for sending back two pieces of equipment using the prepaid shipping label and box supplied by ViaSat Thank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/04) */
Thank you for bringing Mrs***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
At the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 24-month
minimum service term commitment, early termination fees, equipment lease requirements, and certain gaming limitationsEach of these points is also addressed in the Customer Agreement signed by Mr*** on August 31, and available at exede.com/legalWe apologize if Mrs*** feels these points were not communicated to her satisfaction
Mrs*** called ViaSat on August 31, to disconnect her accountThe Customer Agreement signed by Mr*** obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will applyCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termHowever, on this call Mrs*** was advised that the early termination fees could be waivedYet, in error this was not noted on Mrs***'s account
On September 1, Mrs*** called to finalize the disconnection of her account at which time she was incorrectly advised that she would be responsible for approximately $in early termination feesThe agent advised Mrs*** of the alternate plans available within her area; however, she did not wish to upgrade her account and the account was subsequently disconnected
Mrs*** contacted ViaSat's social media team and informed them of the information provided to her at the time of sale, and during her call with ViaSat's Customer Service Department on August 31, Due to the information previously agreed to by ViaSat's customer service representative, the social media agent educated Mrs*** that her early termination fees would be waived as a gesture of good faithOn September 3, Mrs***'s account was credited $for the early termination fees and first month of service
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 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
Given this information, ViaSat feels this complaint has been resolvedThank you for the opportunity to respond

Thank you for bringing Mr*** rebuttal to our attention
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement, signed by Ms*** ***, an authorized signer, on April 18, 2018, that speeds may vary and are not guaranteed
As previously stated, Mr*** called Viasat several times between April 18, and April 22, regarding the speed of his serviceDuring these conversations, Mr*** was provided with information regarding his data usage and Viasat’s Data Allowance PolicyOn April 22, 2018, Mr*** disconnected his account, at which time he was reminded of the early termination feesPer his request, the Viasat representative escalated an internal inquiry to see if the early termination fees could be waivedThis request was denied the same day
In consideration of Mr*** short term as a Viasat subscriber, Viasat has issued a refund of $to the payment method on file as of July 24, Mr*** should be advised that it may take three to five business days for him to see the amount deposited into his account
Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to our attention
The Customer Agreement provided to each new customer, and signed by Mr*** on October 17, and also 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 termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Our records show that Mrs*** called ViaSat on November 1, because she was experiencing an issue with her computer monitor not receiving a signalDuring this conversation, the ViaSat representative advised Mrs*** to ensure the monitor was properly connected to the computer tower, but that ViaSat could not assist her with issues occurring on a third-party deviceWhen Mrs*** advised that she did not believe there was an issue with her computer, the ViaSat representative placed her on hold to review her account and obtain further informationAt this time, the call droppedWe apologize for any frustration this may have caused Mrs*** to experience
ViaSat did not hear back from the ***s regarding any service issue they may have experienced until July 5, During this conversation, it was determined that the ***s’ dish was not aligned properly, and a service call would be requiredUnfortunately, the call dropped prior to a service call being orderedMrs*** called back the same day to request a service call, but the call dropped while the ViaSat representative was performing troubleshootingWe apologize for any frustration this may have caused the ***s to experience
On July 20, 2016, ViaSat charged Mr*** $in monthly service feesMrs*** called ViaSat on July 23, regarding his connectivity issues, at which time he was advised that a service call would be requiredThe ViaSat representative advised Mrs*** that standard service calls were associated with a $charge then advised him of ViaSat’s EasyCare program at $a monthCustomers who opt into the EasyCare program are not charged for required service calls, receive one complimentary dish relocation per year (normally $200.00), and are provided with priority access to ViaSat’s 24-hour Customer Service department
Mrs*** declined both the EasyCare program and the service call and requested disconnection, at which time she was reminded of the 24-month minimum service term and early termination feesPer her request, Mr***’s call was transferred to a supervisor for further assistance
During his conversation with the ViaSat supervisor, Mr*** was advised that his early termination fees would be valid if he did not provide ViaSat with the opportunity to resolve his concernsThe supervisor also reminded him that, per the Customer Agreement, service calls after the first days of service were associated with a $feeMr*** chose to move forward with the disconnection of his account, at which time the supervisor advised him of all disconnection disclosures
On August 20, 2016, ViaSat attempted to charge Mr*** $in early termination fees, but the payment failedMr*** called in about the balance due on September 6, 2016, at which time he was reminded of his Customer Agreement
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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Thank you for bringing Mr*** rebuttal to our attention
As previously stated, 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 Mr*** electronic signature on the Customer Agreement dated November 17, The Customer Agreement states that monthly service and lease fees are payable in advanceCustomers are also made aware of this at the time of the sale
A refund of $has been issued to the payment method on file as of November 28, for resolution to this complaintMr*** should be informed that it may take 3-business days for him to see this amount deposited into his account
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedMr*** was originally sunder a dealer which means all service calls will go directly through that dealerViaSat will create the service call order and then it
gets sent to the dealer for them to schedule with the customerWe apologize that this didn't happen for Mr*** as his original dealer was no longer in businessMr*** contacted ViaSat on December 29, and ViaSat advised Mr*** that we could do a sales channel change to another local dealer if Mr*** agreed along with that ViaSat did receive a request from Mr*** to have a copy of the electronic customer agreement to be sent which was done on December 29, At this time Mr*** needs a service call to correct the issues and ViaSat has gone ahead and did a sales channel change to another local dealer and has agreed to waive the $chargeViaSat will also offer Mr*** the opportunity to cancel the services with no early termination fees due to the issues he has experienced and we will refund the latest payment of $taken on January 4, Mr*** can call customer care anytime at ###-###-#### and reference ticket number Should Mr*** wish to disconnect the account the disclosures will be read at the time of disconnection and Mr*** will be responsible for sending back two pieces of equipment using a prepaid shipping label and box that ViaSat will provideThank 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 meDon't understand how I can be charged tax on a service call but whatever!! Won't argue over $because I am tired of arguing with this company!! And HOPE the charge on my account will be zeroed out! I will just have to keep checking on that Thank You Revdex.com for all your help!!
Sincerely,
*** ***

Thank you for bringing Ms***’s rebuttal to our attention
As previously stated, ViaSat listened to Ms***’s February 14, callAt no point during this conversation was Ms*** informed that she had months left in her 24-month minimum service termWhen reviewing the disconnection disclosures with Ms***, the ViaSat representative told her that she had approximately months remaining
The 24-month minimum service term starts upon the installation of the ViaSat equipment at a customer’s home, when the Customer Agreement is electronically signedOur records show Ms***’s minimum service term started on August 3, The end date of her contract is August 2, The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signature Our records show Ms***’s electronic signature on the Customer Agreement dated August 3, A copy of Ms***’s electronically signed Customer Agreement has been attached for her review and recordsViaSat has also sent a physical copy to her as of March 8,
Ms*** sent emails on February 14, and February 22, Our records show that the responding ViaSat representatives attempted to reach out to Ms*** via telephone to process her disconnection request, but there was no responseOur records also show that the representatives also responded to Ms*** via email advising her to call in to ViaSat’s 24-hour Customer Service Department to have her disconnection processed, as ViaSat does not accept termination requests via emailWe apologize if Ms*** did not receive these emails
As of March 8, 2016, Ms*** has approximately months left in her minimum service term, making her early termination fees approximately $Currently, her account is still activeIf she would like to disconnect, she may do so at any time by contacting ViaSat’s 24-hour Customer Service Department at ###-###-####
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: Viasat did not mention some proven facts by its own staffThey said I had access to the website for useage & the welcome packet explaining the terms & conditionsViasats response did not mention how they made the mistake of sending the information I was supposed to have prior to install to the incorrect email addressI spoke with a supervisor named prior that agreed with me and verified that the info was emailed to the wrong address, therefore I would have been properly informed about there network capabilitiesUnlike the sales rep who said I could use there network for multiplayer gamingTurns out I can notAnd it states this I the welcome packageI was told I could change my mind prior to install, if I had properly received the welcome package I would haveThe website that Viacom states we can monitor our usage, only goes to the package you have signed up for, is gig liberty, it stops at gigI cant see or do anything past gigOnce I was able to log on & figure out the email was part of the problemI was already at gig and wasn't able to do anythingThe email was proven to be at fault & an employee in the retention office lied about it when it spoke to the sales manager he could see were the email was changed in the systemTwo conflicting stories between sales & retention depts Retention dept mngr said I used 300gig plus in my time with CoSales, & the response letter both have conflicting storiesIn my Xbox history I don't have even have a gig use higher than So how did I pull gig in under ten days @ 3-mb download speedI wonder if the math is even possibleA statement that I was unable to verify & the sales manager found highly unbelievableViacom totally skipped over retention dept recommending to send my child up a ladder to remove a part from a satellite dish that I don't even know what it looks liketruthfully none of this would have happened if when I asked the questions about services I got the correct answersI asked will your service cover, Xbox 1s, laptops, tablets, & online gamingI was told yes but I would experience some lagI said I understandI also asked do you cut off when I run outHe said noYou just slow down a littleBut that isn't the truth, you can't play any multi player online at allAnd as I understand it that is the premise for getting the serviceI made my deal off of what the sales rep said & told me about the service, which is all recorded on viacoms system and has been reviewed by the sales managerI also requested my service to be cancelled so I don't understand why Viacom is refusing to cancel my serviceI'm handicapped, I'm not able to climb a ladder to remove a part I don't know what looks like, I feel like I got set up into trap that they wont even cancelNor is the business even willing to even acknowledge a single mistake on there partThe CEOs office is not a far drive from my home, if those responding to these don't seem to care enough about there companies reputation I wonder what the CEO will think when I present him with a transcript & a meetingThe total unwilling cooperation from Viacom is unbelievableI know this is my first time with satellite internet but I would hope this doesn't set the tone for most companiesHad I been properly informed I would have simply moved on to another company looking for a service that is better then my currentAnd neither Viacom or myself would be in this situationI wish my service cancelled immediately like I was toldI was never told it was overturned & that I would still be continued to be billedIf I choose it to be cancelled it should be soNot left on against my wishesThere modem is unplugged & waiting for the box to arriveIve explained my case but viacom wont see that I got there service under informationBut that doesnt matterJust get the money & forget how the customers are treated
Sincerely,
*** ***

Thank you for brining Mr*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Mr*** contacted ViaSat on May 1, to discuss the connectivity of his ViaSat accountDuring his conversation with the ViaSat representative,
Mr*** was unwilling to troubleshoot his computer and requested that the troubleshooting steps be performed through his cellphoneHowever, ViaSat is unable to perform troubleshooting steps on a cell phone On this date, Mr*** requested a service call which was subsequently scheduledViaSat’s Home Service Provider went to Mr*** location on May 3, and repointed and peaked his ViaSat dishThis appeared to have resolved any issues that might have been affected Mr*** services Currently, Mr*** has used GB of his GB purchasedCustomers 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 Mr*** on October 15, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter resetAdditionally, on May 2, 2016, ViaSat issued a credit of $to Mr*** account as a gesture of good faithThis credit will apply towards his May 20, ViaSat billGiven that Mr*** has been given a goodwill credit, and that the service call was completed on May 3, 2016, ViaSat believes that his issue has been resolvedIf Mr*** continues to experience issues with connectivity directly related to the Data Allowance Policy, he may contact ViaSat’s 24-Hour Customer Service at *** and review the alternate packages available in his area that might better suite his needs Thank you for the opportunity to respond.