ViaSat, Inc.

As stated in ViaSat’s previous reply, the usage consumed was identified as validHowever, as a gesture of good faith, ViaSat already credited the account $8,Due to this credit, and the usage being identified as valid, ViaSat is unwilling to credit he account any further ViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at *** If *** *** as any additional questions or concerns regarding her usage or the billing of her ViaSat account, she may contact ViaSat’s 24-hour Customer Service at ** ***. Thank You!

Complaint: ***
I am rejecting this response because: 1) Viasat wrongfully debited money from my account for equipment that had already been returnedIt was never LATEAfter the money was taken, I immediately took action and called ViasatThey said it was a miscommunication between the accounting department and the warehouseThey had my equipment all along2) Viasat Inc has had difficulty pinpointing when these "charge backs" occurred, which has made it very difficult for myself and my bank to try to resolve this matterFirst they claimed it occurred on October 29, and then it was January 29, Now they're saying its the 15th of those monthsI have bank statements proving I never received two refundsYes, I received the check refund on October 9, I immediately endorsed and deposited the check in my bank account so my bank could withdraw it and close out the provisional credit they gave meIf a charge back occurred, I have no knowledge of it and have proven time and time again by letters from my bank and statements from my account that this is trueI have explained this confusion to my bank and they have no knowledge of these charge backs occurring either.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Hi there, I had responded to their comment, before I looked at my account. They gave me a refund of $on 10/22/2016, and then charged my card AGAIN for $135.00 I do not understand what this company is doing, but they need to be stopped
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I cannot believe this is a just and honorable decision under these circumstances and will be researching and exploring other options for now Thank you for your help.
Sincerely,
*** ***

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.

Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** sent an email to ViaSat's customer service department on December 19, requesting the
disconnection of her accountHowever, due to the time of the email received our care representative was unable to make an outbound call to her, and instead replied to Ms*** requesting that she contact care directly for completion of the disconnection
On December 21, Ms*** contacted ViaSat's customer service department via the telephone to discuss the disconnection of her accountDuring her conversation with the representative Ms*** informed the representative that she would call back on December 23, to have the account disconnected
Ms***, as stated in her call on December 21, 2015, called ViaSat's customer service department on December 23, During her conversation with the ViaSat representative Ms*** requested the disconnection of her account as she had switched providersSubsequently, Ms***'s ViaSat account was disconnected and she was reminded that the unused service charge of $would not be refunded per company policy
As Ms***'s original disconnection request occurred prior to the December 20, billing statement, and as a gesture of good faith, ViaSat will agree to refund the charge of $to the payment method on fileMs*** should receive this refund within three to five business daysShould she not, please have 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, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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,
*** ***

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,
*** ***

Initial Business Response /* (1000, 5, 2015/11/06) */
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 Department on October 26, to advise
of the connectivity issues he was experiencingDuring this conversation, Mr*** *** was advised that the modem was offline and that service call would be issued
However, on November 6, Mr*** *** contacted ViaSat again to discuss the issues with his accountDuring this conversation, ViaSat's representative advised him of the Data Allowance Policy and offered to send another technician to his location, but Mr*** *** declined this offerAt that time, Mr*** *** requested the disconnection of his ViaSat account and asked that the early termination fees be waivedViaSat's representative informed Mr*** *** that the disconnection was completed and he would request the waiver of the early termination fees
As of today, November 6, 2015, Mr*** ***' account has been disconnected and the early termination fees have been waivedAdditionally, a refund of $for the monthly payment collected on October 20, was issued back to Mr*** ***' payment method on fileHe should receive this refund in three to five business days
Due to this information, ViaSat believes this complaint has been resolvedMr*** *** is responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he 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 his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: WHEN WE SPOKE WITH ***, FOR THE INITIAL CANCELLATION, HE INFORMED US OF THE FEES, BUT WERE TOLD, SINCE THERE WAS NO LOCAL PLACE AND WE WERE NOT PROVIDED WITH THE ADDRESS THAT THEY, AS A MATTER OF POLICY, SENT US A BOX TO RETURN THE EQUIPMENT. IT WOULD ARRIVE IN TO BUSINESS DAYS. AGAIN, FAILURE FOR THE BOX TO ARRIVE , EVEN AFTER CALLS, IS A MASSIVE FAILURE ON VIASATS PART. I WAS ASSURED WITH EACH CALL THAT THE BOX WAS ISSUED AND WOULD BE THERE IF TO DQYS. THE LAST CALL ON 8/I ASKED IF ANYTHING HAD BEEN DEDUCTED AND WAS TOLD NO, HE FLAT OUT LIED. THEY TOOK THE MONEY ON 8/22. SO FAR NO ONE HAS GIVEN ONE PIECE OF TRUTHFUL INFORMATION SINCE THE CANCELLATION. IF THIS IS STANDARD BUSINESS PRACTICE, THE PUBLIC NEEDS TO BE AWARE. WE WERE WITH THEM FOR A LONG, LONG TIMEWITH NO PROBLEMS. THE WITHDRAWL OF THE MONEY IS STAGGERING FOR US. WE ARE ON A FIXED INCOME. WE WILL BOUNCE CHECKS FOR THIS AND IT WILL ALL BE ON VIA SAT. WE ARE CONSIDERING LEGAL ACTION. ESPECIALLY SINCE THEY KEEP STANDING ON A LIE, THAT THE BOX WAS SENT. NOT OUR FAULT IN ANY WAY, SHAPE OR FORM.
Sincerely,
*** ***

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 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.

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*** 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

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

Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale all customers are advised of ViaSat's 24-month minimum service term commitment and early termination fees should the account be disconnected prior to the
monthsCustomers are also advised that ViaSat is a paperless company and that there needs to be a valid payment method on file in order for the monthly payments to be madeEach of these points are also addressed in the signed customer agreement by Ms*** On October 1, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionMs*** called in on November 25, to have the account cancelled as the service was not meeting her needs or expectationsMs*** was advised of the early termination at the time of disconnectionThe early termination fees are valid charges and will remain on the account with no refund being issuedMs*** has already disputed the charges with her bank and it will be up to them to return the feesShould the fees be returned and a chargeback occurs with ViaSat then the charges will remain valid on the account which could result in the account being sent to collections if left unpaidThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’s rebuttal to our attention
Regarding Mrs***’s assertion that Mr*** did not approve the transition of service, our review of the August 11, call recording shows that Mr*** called ViaSat regarding the dataAfter the ViaSat representative reviewed the monthly data usage with Mr***, he was provided with information regarding the next service plan availableMr*** asked the ViaSat representative to transition him to the Exede GB plan at $a month, plus applicable taxes and a $monthly equipment lease fee
The Customer Agreement signed by Mr*** on January 24, states that monthly service and lease fees are payable in advance, and authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease feesA copy of the signed Customer Agreement has been included for Mrs***’s review and records
Our records show ViaSat charged $to Mrand Mrs***’s account on August 28, However, as there is no payment method on file, the payment failed to be collected by ViaSat
As previously stated, ViaSat escalated Mrs***’s concerns internally to make sure his data usage meter is working properlyAs of August 31, ViaSat has not found any issues with Mrs***’s data usage meterIf Mrs*** continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activity
Thank you for the opportunity to respond

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 Ms*** response to our attention.Per our previous response, our review of Ms***s’s account shows that she contacted DirecTV on July 16, to order DirecTV service bundled with Viasat’s internet serviceThe DirecTV sales agent was required to make Ms*** aware of Viasat’s automatic billing policy. We apologize these points were not communicated to Ms*** at the point of sale.In addition, Viasat has ensured that Ms*** payment method has been stop dated as requestedThis was processed as of July 24, 2018. In regards to Ms*** statement of receiving an email notification for her billing, Viasat’s review of Ms*** account shows her billing date as the 20th of each month, with no past due amount currently shownTherefore there should be no further charges billed to the account until August 20, We apologize for any confusion this email may have caused Ms***.At this time, Viasat believes that all appropriate actions have been takenIf Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

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