ViaSat, Inc.

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused At the time of sale Ms*** was placed on a promo package which was called the Evolution 20GB plan with a (month promo on our freedom package) after the months
was up the account automatically transferred back to just the Evolution 20GB planWe apologize if Ms*** feels this was not communicated to her satisfaction ViaSat received a call from Ms*** on April 26, stating that she was not happy with the service and she felt she was not getting what she was promisedAt this time ViaSat’s customer service agent offered Ms*** $off her bill for months and to move her to the Liberty 10GB plan which was agreed to ViaSat does not offer a 50GB plan at $per monthViaSat understands that the service may not meet Ms*** needs or expectations so in order to arrive at a resolution ViaSat will agree to waive the early termination fees from the account should Ms*** wish to disconnect prior to February 24, which would be her yearsNo refunds will be issued as the service has been used Thank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Mr***’s complaint to our attention
Mr*** is currently receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides GB of
monthly Priority Data for use at regular speeds of up to Mbps download and 3Mbps uploadsPursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetCustomers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Mr*** on January 30,
Mr*** contacted Viasat on February 5, regarding the speed of his service, at which time it was determined that he had exceeded his monthly Priority Data allowance, and was receiving Liberty Pass speedsWhen Mr*** expressed interest in disconnection, the Viasat representative reminded him of the 24-month minimum service term and the early termination feesMr*** was guided through troubleshooting; however, his speeds remained slow due to the Liberty Pass
Our review of Mr***’s account as of February 8, shows that he is receiving Liberty Pass speeds due to exceeding his monthly Priority Data AllowanceAdditionally, Mr*** is located in an area with high network congestion, which may cause him to experience slow speeds
As resolution to this complaint and in consideration of Mr***’s short term as a Viasat subscriber, Viasat will agree to waive his early termination fees in full if he disconnects prior to March 1, Mr*** will be responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA *** box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions
If Mr*** would like to move forward with the disconnection of his service, he may contact Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no***
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: Viasat offers nothing but an excuse, Poor download speeds are occurring almost any time, 24x7.Opening the Revdex.com email that I am replying to, took over minutes, this is unacceptable service. Viasat customer service suggested buying the premium plan at month to resolve the issue. If that is the case, then the issue is Viasat not providing the service contracted for at the price agreed on. It appears that the only recourse in this mater is to pursue legal action seeking protection under the Texas Deceptive Trade Practices Consumer Protection Act (DTPA)
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/11/25) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat's disconnection process
Our records show Mr*** contacted ViaSat via email on October 18,
requesting that his account be disconnected with no further charges to his payment methodMr*** also requested that a billing statement be sent to him via mailPursuant to the Customer Agreement, signed by Ms*** *** ***, an authorized signer, on January 21, and available at exede.com/legal, subscribers are given the opportunity to terminate service by giving ViaSat written or telephone noticeThe Customer Agreement clarifies ViaSat does not accept notices of termination via emailIn response to Mr***'s email, a ViaSat representative attempted to reach out to him via telephoneThere was no answer and a message was left requesting a callback to ViaSat's 24-hour Customer Service DepartmentViaSat has received no further interaction from Mr*** since this email correspondence
Because Mr***'s account was still active, ViaSat attempted to charge him $for monthly service on October 24, 2015, but the payment failedOn November 4, 2015, Mr***'s account was suspended for nonpaymentViaSat attempted to collect a payment of $for another month of service plus the existing balance dueOnce again, this payment failed
As resolution to this complaint, ViaSat has waived the balance due of $as of today, November 25, ViaSat will disconnect Mr***'s account on December 9, If he would like his account disconnected sooner than that, he may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX
Mr*** 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 free 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

Initial Business Response /* (1000, 5, 2015/07/15) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat does not offer refunds for unused services, and this is why the refund was deniedViaSat understands the
payment was made on the day the account was disconnected, so in order to arrive at a resolution ViaSat has issued a refund of $back to Mr***'s payment method on file today July 15, Mr*** will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to Thank Revdex.com for allowing a positive resolution and to ViaSat for resolvingI appreciate the swift procedure to a resolution

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
While customers can engage in the activities described in their plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), their
activities are limited by the monthly data allowance of the plan they have purchased, pursuant to the Data Allowance PolicyThe 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 Ms*** on June 14, (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 Ms*** contacted ***, an authorized third-party sales agent of ViaSat, on July 3, 2016, at which time she ordered ViaSat’s Liberty GB plan at $59.99m a month, plus applicable taxes and a $monthly equipment lease feeThe Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets
On June 4, 2016, ViaSat collected a successful payment of $from Ms*** for the one-time standard installation feeViaSat has no record of receiving any contact from Ms*** regarding the installation fee on June 6, or any time prior to her installationOur records show Ms*** is not in an area that provides free installations; therefore, she was not provided with a credit or a refund for the amountThe service was installed at Ms*** home on June 14,
ViaSat collected a payment of $from Ms*** on June 16, for her monthly service fees, including prorated charges based on the date of her installationMs*** called ViaSat regarding her bill on June 17, 2016, at which time she was educated on ViaSat’s billing and provided with a breakdown of the billDuring this conversation, Ms*** claimed she’d been advised at the point of sale that she would not be charged the installation feeThe ViaSat representative incorrectly advised Ms*** that customers were required to call into ViaSat after they were installed to have it refunded or creditedThey also advised Ms*** that they would escalate a refund request on her account; unfortunately, this was not created correctly and no refund ticket was escalated on Ms*** accountWe apologize for any frustration this may have caused her to experience
ViaSat received a call from Ms*** on June 21, 2016, at which time she requested disconnection because she was unhappy with the service and unable to streamShe also mentioned that she had received notice that she had used her GB monthly priority dataDuring this conversation, the ViaSat representative educated Ms*** on how much high definition streaming consumes data and provided her with further information on the other service plans available to herMs*** was also offered a discount of $off for months if she were to transition her service planMs*** declined and once again requested disconnection, at which time she was reminded of her signed Customer Agreement and the early termination feesWhen Ms*** requested to speak to a supervisor, the ViaSat representative put in a request to have a supervisor call herWe apologize if Ms*** was not contacted by a supervisor
On June 24, 2016, Ms*** called ViaSat regarding disconnecting her service with her early termination fees waived, at which time her call was transferred to a supervisor, per her requestDuring her conversation with ViaSat’s supervisor, it was agreed that ViaSat would disconnect Ms*** account with the early termination fees waived based on her point of sale concernsMs*** account was disconnected the same day, and her early termination fees were waived on June 26, in full
ViaSat received an email from Ms*** on July 16, regarding a refund for monthly service fee and installation fee, at which time she was accurately advised that both charges were valid and nonrefundable
As Ms*** did, in fact, use the service, ViaSat does not agree to issue her a refund for her full monthly service fee of $However, in order to resolve this complaint, ViaSat will issue her a refund for her unused services in the amount of $57.92, in addition to a refund for the $installation fee (total of $157.91)This refund has been issued to Ms*** payment method as of August 9, 2016; it may take 3-business days for her to see it deposited into her account
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.Ms***, on behalf of account holder *** ***, was responsible for returning Viasat’s modem and transceiver within days after disconnection, or the payment method on file would be subject to an unreturned equipment fee of up
to $300.00, not including taxes, per the Customer Agreement. A UPS box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it included return instructions.According to our records, Viasat received the modem on October 18, At the time, our systems had not registered the return of the satellite receiver, known as the TRIAThis lead to a systematic charge of $for unreturned equipment, plus taxes. We apologize for this error and for any inconvenience this may have caused Ms***. The $was billed on November 28, On that day, Viasat attempted to collect payment for the funds, but the payment failed, thus leaving the charge on the accountThere was no further attempt to collect payment, and the balance was written off to Viasat’s collections agenciesWe apologize for any inconvenience this may have cause Ms***. As of December 27, 2017, the $balance was removed from collections and has been waived from the accountIn order to bring this complaint to resolution, and in an offer of good faith, Viasat has refunded the $in overdraft fees to the payment method on file as of January 12, Ms*** should see the funds within the next three to five business daysViasat has also attached a copy of Ms*** final bill to this response showing a zero balance due. If she has any further questions or concerns, she may feel free to 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, 2015/10/22) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term
commitment, early termination fees, equipment lease requirements, and certain gaming limitationsEach of these points is also addressed in the Customer Agreement signed by Ms*** on February 8, and available at exede.com/legalIt is the subscriber's responsibility to read the Customer Agreement before signing itWe apologize if Ms*** feels these points were not communicated to her satisfactionViaSat records all calls for quality assurance purposes and was able to listen to Ms***'s sales callViaSat has determined that the sales agent followed and read the correct disclosures to Ms*** regarding the equipment lease fees and requirementsMs*** is leasing the equipment and would have only had to purchase her own router which would allow the system to be wirelessViaSat understands that Ms*** feels the service is not going to meet her needs or expectations so in order to arrive at a resolution ViaSat is willing to waive half of the early termination fees from the accountCurrently Ms*** has months remaining on her contract and at $for each remaining month that is $in early termination fees should she decide to disconnectViaSat will credit $leaving Ms*** responsible for the other $Ms*** will also be responsible for sending back the leased equipment using a prepaid shipping label and box provided by ViaSat once the account is disconnectedMs*** can contact customer service at XXX-XXX-XXXX and reference ticket number XXXXXXXXThank you for allowing ViaSat the opportunity to respond

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 *** *** complaint to ViaSat’s attentionWe apologize for any frustration she may have experiencedAt the time of sale, customers are made aware of the 24-month minimum service term commitment, early termination fees, and certain limitations. Each of these
points is also addressed in the Customer Agreement signed by *** *** on June 13, and available at exede.com/legalWe apologize if *** *** feels these points were not communicated to her satisfactionViaSat received two calls from *** *** regarding the connectivity of her servicesDuring each conversation, *** *** was advised that the connectivity of her services was due to the breach in the Data Allowance PolicyPursuant 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*** *** called ViaSat on June 4, to disconnect her accountThe Customer Agreement signed by *** *** obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will apply. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termIn order to bring this complaint to resolution, ViaSat will agree to waive half of the early termination fees of approximately $180.00, not including taxes*** *** will be responsible for approximately $90.00, not including taxes*** *** is responsible for returning ViaSat’s modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a 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 returnThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/29) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum
service term commitment for Exede Internet, the 6-month minimum service term commitment for Exede Voice, and early termination fees We apologize if Ms*** feels these points were not communicated to her satisfaction
Our records show Ms*** ordered service through an authorized ViaSat dealer on June 11, 2015, at which time she elected the Exede 10GB a month service plan ($a month, plus applicable taxes and a $monthly equipment lease fee) and the Exede Voice service ($a month for the first six months; $a month thereafter)The ViaSat Exede service was installed at Ms***'s home on June 17,
ViaSat received a call from Ms*** on June 24, because she had not received her Exede Voice adapterAt this time, the ViaSat representative escalated a request to have one shipped to Ms***'s home address, and offered her a $goodwill credit towards her bill for the inconvenienceThis credit was applied to Ms***'s account the same dayMs*** chatted in with a ViaSat representative later the same day about her data usageDuring this conversation, the ViaSat representative educated Ms*** on ViaSat's Data Allowance Policy, the causes of high usage, and offered Ms*** 5GB of free dataMs*** accepted this offerThe ViaSat representative also advised Ms*** that she would be charged early termination fees if she chose to disconnect her account
Ms*** chatted in with a ViaSat representative about her Exede Voice adapter on July 1, At this time, Ms*** was advised that the request for the new adapter had been processed on June 29, 2015, and that she would receive it in 1-business daysMs*** was also provided with another $goodwill credit for the inconvenienceDuring this conversation, Ms*** mentioned she was experiencing a connectivity issue, at which time she was advised to contact ViaSat's Technical Support for further assistanceOur records show that ViaSat never received any call from Ms*** regarding her connectivity issues
On July 8, 2015, Ms*** was advised that the adapter was scheduled to be delivered to her home that dayOn July 16, 2015, during a conversation with a ViaSat representative, it was advised to Ms*** that the adapter had been delivered to the wrong addressAs Ms*** was chatting with the representative online, the representative directed her to call into ViaSat's Exede Voice Support for assistance with getting a new adapterOur records show that ViaSat did not receive a call from Ms*** regarding the adapterMs*** was provided with another $goodwill credit
ViaSat did not receive another call from Ms*** until September 22, 2015, when she called to disconnect her accountDuring this conversation, Ms*** was advised of all disconnection disclosures, including the early termination fees; however, the ViaSat representative escalated a request to see if the early termination fees could be waivedThe request was denied the same day as the fees were considered valid
The Customer Agreement provided to each new subscriber requires subscribers to commit to a 24-month minimum service term for the Exede Internet service and a 6-month minimum service term for Exede VoiceEarly termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
On October 20, 2015, ViaSat collected a payment of $for Ms***'s early termination feesMs*** was advised that her waiver request had been denied on October 27, during a conversation with a ViaSat representativeAt this time, a refund request of $was escalated on Ms***'s behalf for the Exede Voice fees she'd paid since installationThis refund was issued to Ms***'s payment method on October 28, It can take 3-business days for customers to see refunds deposited into their account
In order to fully resolve this complaint, ViaSat has issued a refund of $to Ms***'s payment method as of October 29,
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We wanted our money back, but we would like to suggest that the Revdex.com research negative reviews for Exede, ViaSat, and/or WildblueThank you for your assistance in resolving this complaint

Thank you for bringing Ms***’ complaint to our attention.Ms*** was responsible for returning Viasat’s modem and transceiver within days after disconnection, or she would be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement, signed by Ms
*** *** on December 6, 2014. A *** box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it included return instructions.Viasat’s systems recorded the return of Ms***’ equipment on June 23, 2018, a day before Ms***’ billing was set to cycleUnfortunately at that time, Viasat’s systems did not halt the charging of Ms***’ payment method for the failure to return equipmentDue to this, Ms*** was charged on June 24, in the amount of $to the payment method on file for failure to return her Viasat leased equipmentWe apologize for any inconvenience this may have caused Ms***. As of June 26, 2018, Viasat’s systems have processed the refund of the $that was incorrectly charged to Ms***Ms*** should be advised that it may take three to five business days for the funds to be returned to her financial institution. If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Complaint: ***
I am rejecting this response because:Vista was also under contract to provide a serviceThey were repeatedly called and would disconnect phone calls in till after the warranty periodThen they would come out for a feeThis is a scam and extortion ring
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/11) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service
term commitment, early termination fees for both the Exede Voice and Internet services, and that the service speeds may vary and are no guaranteedEach of these points is also addressed in the Customer Agreement signed by Ms*** on July 14, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfaction
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 certain web pages and online applications will take significantly longer to load and some services will not be useableThe 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
Our review of Ms***'s account shows that she contacted ViaSat's Sales Department on July 13, to inquire about the serviceDuring this conversation, Ms*** advised that she used the internet primarily for web browsing and considered herself a light user of the internetBased on the information provided by Ms***, the ViaSat representative recommended ViaSat's Exede GB service plan at $a month, plus applicable taxesThe ViaSat representative also advised Ms*** that ViaSat offers download speeds up to Mbps and upload speeds up to MbpsMs*** advised she would think about it and call back if she wanted to move forward with ordering service
ViaSat's Sales Department received a second call from Ms*** the same day, at which point she moved forward with ordering serviceDuring this second conversation, the ViaSat representative advised Ms*** that she could transition her service plan at any time if she determined GB of monthly data would not meet her needsMs*** understood and moved forward with order ViaSat's Exede Internet and Voice servicesThe Exede Internet service was installed at Ms***'s home on July 14, 2015; Ms*** self-installed and provisioned the Exede Voice service on July 21,
ViaSat received a call from Ms*** on July 26, regarding the speed of her serviceAt this time, the ViaSat representative advised Ms*** that the more devices were connected to her network, the slower the speeds would beAs there was no indication on ViaSat's end that there were issues with the service equipment, the ViaSat representative also recommended that Ms*** run a full system scan on her computer to ensure there were no viruses and to have a cleperformed on her systemMs*** agreed to do so
On August 1, 2015, Ms*** exceeded her monthly data usage, with the majority of her usage going towards system updates, web browsing, and media (e.g., YouTube, Netflix, Spotify, etc.)Ms*** transitioned to ViaSat's Exede GB service plan the same dayMs*** called ViaSat on August 9, to disconnect her service, at which time she was offered a retention discount of $off of her bill per month for monthsMs*** accepted this offerCurrently, her account is still active
Regarding her issues with setting up her voicemail, our records show that she made a second call to ViaSat on August 9, for assistance; however, before the ViaSat representative could guide her through steps, the call dropped
ViaSat does not agree to waive Ms***'s Exede Internet early termination fees in full if she chooses to move forward with the disconnection of her accountIn order to come to a resolution to this complaint, however, ViaSat is willing to waive half of the charge, leaving Ms*** responsible for approximately $Ms*** will be responsible for the full amount of her Exede Voice early termination feesShe will also be responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
As Ms*** ported her number from AT&T for use with ViaSat's Exede Voice service, she will need to port it out to a new carrier prior to disconnecting her services with ViaSatIn order to have her number ported to her previous carrier, Ms*** will need to contact AT&T and request that they port the number over to their systemViaSat cannot make this request on Ms***'s behalf When ViaSat receives a request from AT&T to transfer Ms***'s phone number back to AT&T it should be completed within a few hours
When Ms*** is ready to move forward with the disconnection of her account, she *** contact ViaSat at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/08/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because they keep changing the detailsIf they recorded the conversations like they said they need to go back and listen to what I was told instead of what their representatives wrote downthey will find that the conversations do not match what they wrote in their reportsI was lied to from the beginning
Sincerely,
*** ***

We never got any emails from them and we didn’t cancel the service and shouldn’t be charged for thatThey can do the and then if they would at least do half of the that would be okayPer ViaSat’s previous response, emails are sent directly to the customer as required through by the Digital Millennium Copyright ActThese emails were sent to the email address on file: ***@YAHOO.COMViaSat does not agree to refund the charge of $for the early termination fees back to Ms*** as the Acceptable Use Policy is advised to customers through the Customer Agreement and available at www.exede.com/legalIf Ms*** wishes to reconnect her ViaSat account she may do so and ViaSat will then agree to refund these chargesHowever, if Ms*** continues to be in violation of the Acceptable Usage Policy her new account could be terminated againMs*** may contact ViaSat’s 24-hour Customer Care at 855-463-and request the reconnection of her account per ticket ***Thank you

Thank you for bringing Ms*** complaint to our attention. The Customer Agreement signed by Mr*** ***, the account holder, on April 30, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the
sale. The Customer Agreement provided to each new customer, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Ms*** was responsible for returning Viasat’s modem and transceiver within days after disconnection, or she would be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it included return instructions.Our records indicate that Ms*** has two accounts with ViasatThe first account, number ***, has been disconnected, and is where the charge Ms*** is referring to was billedThe second account, number ***, is currently active, and has some billing in regards to this complaint. On May 16, 2018, Ms*** contacted Viasat in regards to account *** to request to disconnect the accountA Viasat representative assisted Ms*** in disconnecting the account and submitting a request for a waiver of early termination fees due to the account having been created in error. Unfortunately, due to a systematic error, the request was not processed as requestedWe apologize for any inconvenience this may have caused Ms***. On May 19, 2018, Ms*** contacted Viasat in regards to the billing for the above listed accountShe stated she was advised that she would be receiving credits to offset the first monthly billing, but had not yet received themThe Viasat representative confirmed that the credits were to be applied, and submitted the request to apply the credit of $to Ms*** accountThis credit was approved and applied as of May 25, 2018. On June 1, 2018, Ms*** billing generated in the amount of $for early termination fees that were incorrectly billedDue to there being no valid payment method on file, Viasat was unsuccessful in taking this amount, and it remained as a past due balance on Ms*** account. On June 2, 2018, Ms*** contacted Viasat in regards to her recent billingA Viasat representative advised that the billing was for early termination fees that had been incorrectly billed, and submitted a request for the amount to be waived, since no payment had been collectedThis request was approved and the waiver applied as of June 11, 2018. Between June 12, and June 27, 2018, Ms*** contacted Viasat several times in regards to a request for a refund of the $Ms*** stated that the amount had been charged to her, and was advised to fax in her banking statements to indicate this, as Viasat’s records did not show this to be trueAs of July 20, 2018, Viasat has received no transmissions from Mr***. On July 1, 2018, Ms*** billing generated in the amount of $for unreturned equipmentDue to a failed payment, Viasat has been unsuccessful in taking this payment, which then remained as a past due amount on Ms*** account. On July 3, 2018, Ms*** contacted Viasat in regards to the fees that she had been billed that she stated should not have been billedA Viasat representative assisted Ms*** with a review of her account, and advised that Viasat had not received any transmissions from her in regards to her requested refundThe Viasat representative also advised that Viasat’s systems had not recorded the return of Ms*** equipmentMs*** provided the Viasat representative with a tracking number, which did not provide any further information at the timeHowever, as a goodwill gesture, the Viasat representative agreed to submit a waiver for the $that had been billed to Ms*** accountThis was completed the same day. On Ms*** second account, number ***, Viasat’s records shows the following billing information.On May 12, 2018, Ms*** first monthly bill generated in the amount of $for services billed in advanceDue to a failed payment, Viasat was unable to collect this amount successfully until June 2, 2018. Ms*** billing then generated on June 12, 2018, her monthly billing cycle date, in the amount of $Due to an invalid payment method on file, Viasat was unable to successfully collect the amount due until June 29, 2018. At this time, Viasat feels that all appropriate actions have been taken regarding the $that was billed to Ms***As there was no payment taken, Viasat does not agree to provide a refund in that amount. In regards to the credit inquiries, the only time Viasat would have submitted a credit inquiry was at the inception of Ms*** newest account to verify Ms*** creditThere have been no other submissions to any credit agencies documented. If 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.

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

Complaint: ***
I am rejecting this response because: Because it does not contain accurate information. Unfortunately your resolution is unacceptablePreviously you indicated that mystatements provided to Exede had the data Exede needed blocked outThe information on the statements I sent addresses the only financial information pertinent to Exede, particularly since I am not requesting Exede to refund the NSF charges It clearly indicates on the statements that you received, two different transaction numbersOn page one the 109.47, transaction serial number ***, came out leaving a balance of On the second page the amount of 109.47, transaction serial number ***, came out leaving a balance of -Please note the information below that I have organized to make it simple for you to understandJune 13, 2016 109.47(Transaction #***) + (Transaction #***) =218.94June 30, 2016, my credit union reversed -109.47, leaving a $balance on my accountJuly 8, 2016, a credit (refund) of $paid the July payment, leaving a credit balance of -$This statement indicates the previous balance for June was unpaid. INVOICE# 17Statement Date 07/08/2016Invoice SummaryPrevious Balance $ 109.73Payments $ 0.00Refunds $ 111.48Current Charges and Fees $-11.51Taxes, Surcharges and Fees $ 9.76 June 11, 2016, Exede suspended my service.June 12, 2016, I paid to have my service restored with a Visa credit cardTherefore, my balance at this time should be -of which should be refunded to the Visa card used on July 12, and remain as a credit on my accountI spent many hours trying to fix this problem but your customer service is poor and inadequateHad one of the many agents I spoke with provided an e-mail or phone number to management this might have already been settled *** ***

Initial Business Response /* (1000, 5, 2015/11/09) */
Thank you for bringing Ms***'s 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 agreement along with the
early termination fees should the account be disconnected prior to the month agreementEach of these points are also in the signed customer agreement from Ms*** on November 2, and available at exede.com/legalWe apologize that the service did not work for Ms*** and ViaSat agreed to waive half of the early termination fees which ViaSat did doMs*** was charged $for her half of the early termination feesViaSat takes this payment as a one-time charge and does not have the ability to make it $per month until it is paid off as that is not an optionIn order to arrive at a resolution ViaSat has issued a refund of $back to Ms*** today and she will see that refund within 3-business daysMs*** will want to make sure the equipment is returned within days of receiving the box in order to avoid a $charge to the payment methodThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once the equipment is secured by Viasat, I want to be sure that expectations for further charges regarding ETF or any other unforeseen contractual charges for this account will not be sought out in the future as well
Final Business Response /* (4000, 9, 2015/11/16) */
Thank you for bringing Ms***'s response to ViaSat's attentionAs stated in the previous response, Ms., *** will receive be receiving or may have already received a prepaid shipping label and box courtesy of UPSMs*** will need to follow the directions to make sure the necessary equipment is sent back in order to avoid any future charges to the accountShould the two pieces of required equipment not be sent back Ms*** will be charged $for each piece and those charges will go on the payment method that is on fileMs*** has days from the day she receives the box to send the equipment backViaSat did move forward with issuing Ms*** a refund for the charged early termination feesThank you for allowing ViaSat the opportunity to respond
Final Consumer Response /* (2000, 11, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once we receive the box and have someone available to climb upon the roof to take down the piece, we will be able to send back the product as requested with the exception that no withdrawal is made from my accountWe must receive the return packaging and postage as well as have someone who is able to climb on top of the house to remove the equipment as requestedProducts will be returned at that time