ViaSat, Inc.

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, 2015/09/17) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat recently updated their email platform from *** to *** ViaSat received a call from Mr***
regarding this issue on August 3, and ViaSat's customer service rep was able to walk Mr*** through the new site and signing inIf Mr*** is still having any issues logging into his account he may contact customer service anytime at XXX-XXX-XXXX for assistanceViaSat was able to confirm that Mr***'s payment method has been updated multiple times in the past few years, currently there is an active payment method on file that expires 01/and this is the payment method that ViaSat is using and will continue to useWe apologize for the suspension as this was due to a glitch in the system and this was explained to Mr*** on August 31, and a credit for $was added to the account due to the inconvenienceWe are sorry to hear Mr*** is experiencing slow speeds, as of today September 17, Mr*** has used GB out of his available and currently has remaining until September 24, and at that time the usage will reset back to Mr*** also purchased GB of buy more usage that he has available once the runs outShould Mr*** continue to see speed issues he can contact customer service at XXX-XXX-XXXX to have troubleshooting performed and if deemed necessary ViaSat will issue a service call for Mr***; however, at this time ViaSat does not see any issues with the serviceThank you for allowing ViaSat 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

Initial Business Response /* (1000, 5, 2015/07/24) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
We are unable to locate the account in question with the information Ms*** has providedIf she could
provide information associated with the account (e.g., the account number, service address, phone number, etc.) we could look into this matter to come to a reasonable resolution
Alternatively, Ms*** can dispute the charge with her financial institution for resolution
Thank you for the opportunity to respond

Thank you for bringing Mr***/***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr***’s account was disconnected on 1/19/as he moved service and no longer needed ViaSat’s serviceMr*** had months remaining on his contract, ViaSat
charges $for each remaining month on the contact which would have been $not including taxesWe apologize that Mr*** was advised $On February 8, a bill came due for a total of $which was for the early termination feesMr*** had a credit on the account of $so this was deducted from the $that was owed leaving the balance at the $This charge is a valid charge for the early termination fees and will not be refunded as this was discussed at the time of disconnectionIn order to arrive at a resolution ViaSat will send the invoice via USPS today March 4, and will send the invoice to the email providedOnce again we apologize to Mr*** for any inconvenience this may have causedThank you for allowing ViaSat the opportunity to respond

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

In ViaSat’s previous response, ViaSat agreed to disconnect Mr*** ViaSat account with waiver of the early termination feesMr*** will need to contact ViaSat’s 24-Hour Customer Service department at ###-###-#### and reference ticket *** to have the account disconnectedThank you

Thank you for bringing *** ***’s complaint to our attention
Our records show *** *** ordered service through ***, an authorized seller of ViaSat, on May 31, At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data
Allowance PolicyEach of these points is further addressed in ViaSat’s Customer Agreement signed by *** *** on June 1, and also available at exede.com/legalAt the point of sale, customers are also advised of the pricing of ViaSat’s Internet service plans, as well as that they will need to provider their own third-party router if they do not opt into ViaSat’s wireless servicesWe apologize if these points were not communicated clearly to *** ***
Our records show *** *** called ViaSat on June 2, because she felt she had not been fully informed of the service at the point of saleAt this time, she was directed to call *** to discuss her point of sale concernsShe called ViaSat back the same day requesting the disconnection of her account due to her point of sale concernsDuring this conversation, *** *** was informed that she would be responsible for the early termination fees*** *** requested to speak to a supervisorWe apologize if *** *** did not speak to a supervisor at this time
On June 4, 2017, ViaSat charged *** *** $in monthly service fees, but the payment failedShe called on June 5, to disconnect her serviceAt this time, the ViaSat representative escalated a request to have the early termination fees waived; however, this request was denied on June 7, as the early termination fees were considered valid
ViaSat charged *** *** $on July 4, for her early termination fees plus the existing balance dueThis payment also failed*** *** contacted ViaSat the same day regarding the balance due, at which time she was informed that the waiver request had been deniedThis was advised to *** *** again on July 18, 2017, at which time she requested to speak to a supervisorDuring her conversation with the ViaSat supervisor, *** *** was informed that the waiver had been denied, and provided with the email address so she could contact ViaSat’s Corporate Resolution Team
In consideration of *** ***’s short term as a ViaSat subscriber, ViaSat has waived the balance due of $in full as of today, July 19,
Thank you for the opportunity to respond

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 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, 4, 2015/09/09) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have caused herViaSat records all their calls for quality assurance purposes and at the time of sale Ms*** was advised of the
correct promotion that she was getting along with the length of the discount, at no time was signing up with DirecTV discussedMs*** currently has a balance on the account of $due to ViaSat only receiving partial one time payments to the accountThe account balance is a valid amount owed due to the services being usedViaSat has compensated Ms*** a total of $since being installedMs***'s account will continued to be placed into a non-pay suspension until the full balance on the account is paidIn order to arrive at a resolution ViaSat is willing to let Ms*** out of contract should she wish to disconnect the account; however, the account balance will still be a valid amount owed by Ms***Thank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 6, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Wow- Still, under "oath"; Viasat liedI have NEVER received in credits!? I have received dollars on three separate occasions, due to service and management errorsI waited almost months for a phone adapter in the mail AND WAS PAYING FOR PHONE SERVICE I DIDN'T HAVE, and was "awarded" dollars, plus the cost of my telephone service when I brought it to a representative's attentionThe other dollars was yet another error on Viasat's part; error in management and finally the third dollars was the service interruption that was Viasat's management errorViasat, has been nothing but rude, crude, and unprofessional from the start, especially corporateIF Viasat, treats me any differently now that I have complained about who they REALLY are, that will do nothing but show the true colors of this companyI owe a bill, yesIs that really your defense? Is that the reasoning for your junk attitude towards me and the service that is less than mediocre? I have no other internet option out here in the country, or believe me, I would leave in a New York minuteAgain, Viasat should be thoroughly investigated for business ethics and serviceCorporate is the problem, they hire anybody that will fill a seatThey offer the floor nothing for ability, as, my one single response from the Viasat workers is " we aren't trained to be able to do that, I'm sorry, its corporate"....Please understand my frustration toward Viasat, as I have had TERRIBLE experiences since I signed up!! BUYER BEWARE! And by the way, if Viasat claims I have received dollars or whatever in credits, why would a person be awarded that kind of credit from a company?? Hmmm, could it be from lack of service, ethics or management errors? Thank you
Final Business Response /* (4000, 8, 2015/09/21) */
Thank you for bringing Ms***'s reply to ViaSat's attentionViaSat does show the following credits applied to the account
11/6/2014- $goodwill credit
11/15/2014- $credit for voice adapter issue
11/15/2014- $credit for voice adapter issue
12/5/2014- $credit for voice adapter issue
6/13/2015- $goodwill credit
6/26/2015- $goodwill credit
8/20/2015- $for free gigs of service
ViaSat apologizes for the issues that Ms*** experienced receiving the voice adapter for her phone serviceViaSat feels that Ms*** has been compensated fairlyThe current charges to the account are valid and will remain valid until they are paidAs stated in the first response if Ms*** feels that the service is not going to work for her ViaSat will waive the early termination fees; however, Ms*** will want to make the balance current to avoid any future suspensionsThank you for allowing ViaSat the opportunity to respond

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Our records show *** *** contacted ViaSat on December 7, because she was experiencing an issue with her speeds, at which time she was guided through
troubleshootingUnfortunately, the ViaSat representative was unable to resolve *** *** concerns and a free service call was orderedWe apologize if this service call was not fulfilled in a timely manner or to *** *** satisfaction
*** *** called back into ViaSat on December 28, 2015, at which time it was discovered that she was being impacted by packet loss; however, after an internal investigation, it was determined that it was not an issue with ViaSat’s network that was impacting *** *** speed of serviceDuring this conversation, the call droppedThe ViaSat representative called *** *** back, but was unable to reach herA message was left advising her of ViaSat’s findings and offering her a chance to speak with ViaSat’s Exede Experts team for assistance with changing settings on her third-party devices
ViaSat did not hear back from *** *** until February 25, 2016, at which time she advised that she had not had service for two weeks and wanted to disconnectWhen the ViaSat representative offered *** *** a free month of service, however, *** *** decided to keep the service, and a free service call was orderedOur records show the free month of service was never applied to *** *** accountWe apologize for any frustration this may have caused her to experience
On April 18, 2016, *** *** called ViaSat to advise of her ongoing connectivity issues, at which time she also advised that she’d had two service calls that had not been fulfilled and that she had not had internet for two months Per the agent’s recommendation and *** *** permission, a request to have her sales channel changed to ViaSat’s direct fulfillment network was escalatedThe ViaSat representative also escalated a credit of $to be placed on *** *** account, but the request was rejected
*** *** was advised the sales channel change was still pending on April 20, 2016; the request was processed the same day after receiving no response from *** *** initial third-party sales agentA technician went out to *** *** home on April 23, 2016, at which time the transceiver and cables were replaced
On May 8, 2016, ViaSat charged *** *** for monthly service, but the payment failed*** *** made a successful one-time payment for the amount on May 9, 201, which was collected by ViaSat on May 10,
On May 13, 2016, *** *** called ViaSat to advise that she had continued to experience connectivity issues after the visit from the technicianThe ViaSat representative reviewed *** *** account and saw that her modem had been offline for two weeks, at which time they offered her a downtime credit and another service call*** *** declined the offers and requested disconnectionWhen *** *** was advised of the early termination fees, she became upset and requested the contact information to ViaSat’s Legal DepartmentThe ViaSat representative supplied her with the information accordingly
ViaSat attempted to collect a payment of $from *** *** on June 8, 2016, but the payment failedViasat’s Customer Advocate Team (CAT) received an email from *** *** on June 10, requesting disconnection due to her connectivity issuesIn response, a CAT representative reached out to *** *** via phone to discuss and advise that her early termination fees had been approved to be waived, along with the past due balanceThere was no answer and a message was leftOn June 19, 2016, the account was suspended for nonpayment
A second email was received from *** *** on July 19, regarding her issuesThe same day, a CAT representative reached out to *** ***, but had to leave a messageA second outbound call was made to *** *** on July 25, 2016, at which time another message was left
*** *** called ViaSat on July 26, wanting to know if her account had been disconnected, at which time she was advised that CAT had been attempting to reach herWhile the representative was trying to get in touch with their supervisor, *** *** call droppedThe representative attempted to reach out to *** *** again, but there was no answer and a message was left
On August 13, 2016, *** *** called because she’d received a letter regarding the past due balance of $and the suspension of her accountAt this time, the ViaSat representative called up to a CAT representative, who advised that the representative who had worked *** *** July 19, case would contact her as soon as possible
As resolution to this complaint, ViaSat is willing to disconnect *** *** with her early termination fees waived in fullViaSat has also waived the balance due of $from her account as of August 16,
If *** *** would like to move forward with the disconnection of her account, she may do so by contacting ViaSat’s 24-hour Customer Service Department at *** in reference to ticket no***
Thank you for the opportunity to respond

Thank you for bringing *** ***’s complaint to our attention
Customers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and sign a new Customer AgreementViaSat cancels the Customer Agreement on the customer’s original account and waives any applicable early termination fees
Customers are responsible for returning the modem and transceiver associated with their original account within days after its disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement signed by *** *** on July 27, ViaSat supplies customers with a *** box, free return shipping label, and illustrated instructions within a week after disconnection, to be delivered to the address on file or the customer’s new address upon request
Our records show *** *** called ViaSat on September 27, to move her service to her new addressDuring this conversation, *** *** was informed of all disclosures associated with a one-time move, including that she would be responsible for returning ViaSat’s modem and transceiver once her original account had been disconnectedShe was informed that the *** equipment return kit would be shipped to her new address*** *** was also advised that the early termination fees for her original account would be waivedThe account was scheduled for disconnection on September 29, 2017, per *** ***’s request
On September 30, 2017, *** ***’s early termination fees were waived in fullViaSat was informed on October 31, that *** *** had not returned the modem and transceiverSubsequently, on November 1, 2017, she was charged $in unreturned equipment fees, but the payment failed*** *** called ViaSat the same day regarding the charge, at which time she was incorrectly informed the charge was for the early termination feesThe ViaSat representative advised that they would escalate a credit to have the balance removedWhen *** *** advised she was charged overdraft fees, she was informed that she would need to fax in a copy of her bank statement so she could be reimbursed
On November 2, 2017, it was determined that the modem associated with *** ***’s original account was being used on her new account, and a request to have the unreturned modem fee was submittedHowever, this request was not submitted properly; subsequently, on November 3, 2017, ViaSat successfully collected the unreturned equipment fees of $from *** *** on November 3,
*** *** contacted ViaSat on November 4, regarding the charge to her account, at which time a request to have the charge refunded was submittedDuring this conversation, the ViaSat representative informed *** *** that ViaSat did not have record of her transceiver being returned, and that she was still responsible for ensuring it wasAt this time, *** *** advised that she believed the technician had installed her old transceiver for service at her new address*** *** was informed that a new modem and transceiver were typically installed when a customer moved to a new location*** *** requested to speak to a supervisor regarding the matterUnfortunately, call dropped while she and the representative were waiting for supervisor assistance; however, the ViaSat representative escalated a request to have *** *** refunded the $charge
As resolution to this, ViaSat has issued a refund of $to *** ***’s payment method as of November 6, *** *** should be informed that it may take to business days from the issue date for her financial institution to deposit the amount back into her account
Additionally, ViaSat is willing to reimburse *** *** for any overdraft fees she may have incurred as a result of the unreturned equipment fee*** *** should fax a copy of her 30-day rolling bank statement showing her balance prior to the charge, the ViaSat charge, and the subsequent overdraft fees*** *** should be advised to black out any personal information, such as her full bank account number*** *** can send this documentation to ViaSat via fax at *** in reference to ticket no***
Regarding the charge of $*** *** was charged, our records indicate that is a valid monthly service payment for the active service at her new addressViaSat does not agree to issue a refund for this amountViaSat will only reimburse *** *** for the overdraft fees caused by the unreturned equipment fees
Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr*** contacted ViaSat on June 20, to have the account disconnectedMr*** was charged $for the previous month of May which is where the charge came
fromSince ViaSat never received a call the charge was valid to the accountViaSat understands that Mr*** was not using the services during this time; however, the account remained active until it was placed into a non-pay suspensionMr*** is responsible for calling to have the account disconnected so no further charges would be placed to the accountIn order to arrive at a resolution ViaSat has agreed to remove the charge of $from the accountThe account was never sent to an outside collection agency so there is no need to remove from collectionsAs of today August 2, Mr*** has a zero ($0) balance on the accountThank 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

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.

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 ViaSat’s attentionWe apologize for any inconvenience this may have caused herAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of
these points are also addressed in the customer agreement signed by Ms*** on June 2, and available at ***We apologize if Ms*** feels these points were not communicated to her satisfactionViaSat does not offer a day trial periodAt the time of installation it is the customer’s responsibility to read over the electronic customer agreement before signingMs*** service could not be activated without the electronic signature being signedWhen Ms*** disconnected the account on June 9, the charges placed to the account were for the early termination fees and these charges are validOnce the payment is made the account will be removed from the collection agencyThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/07/23) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion this situation may have caused
Ms***'s ViaSat account was established on December 7, at which time the Customer Agreement was
signedAn account cannot be established without the customer's electronic signatureOur records show Ms***'s electronic signature on the Customer Agreement dated December 7, We apologize for any misunderstanding regarding the electronic signature process
On January 4, Ms*** contacted ViaSat to request the disconnection of her ViaSat account; however, the disconnection was not processed as the disconnect disclosures were unable to be read to Ms***The Customer Agreement signed by MsMs*** 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 term
Currently, Ms*** has a past due balance of $which includes the past due balance of $119.50, and $for failure to return the leased TransceiverViaSat will agree to waive the balance of $for the past due balance; however, as Ms*** was responsible for the return of the leased transceiver, ViaSat is unwilling to waive the balance owed for failure to returnPer the customer agreement, Ms*** was 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 was delivered to her home address within a week after her disconnection, and it included illustrated instructions on what equipment she needed to return
If Ms*** needs additional shipping labels provided, please adviseAdditionally, if she would like to make a onetime payment for the transceiver please have her contact ViaSat's customer service department at X-XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 8, 2015/08/07) */
Duplicate Complaint Deleted see Below:
XXXXXXXXI have been having a problem with a company that I began doing business with when I signed a rental agreement for a home in ***, **.I wanted to get cable for my new rental and signed on with ***The fees for the cable company were too much and I had to pay off the company and cancel the cableAfter about months without cable, I started to seek a cheaper companyThere was a satellite dish on the rental, so I looked up the company and sought serviceThe company was EXEDE/WildBlue/ViaSat.I called and was immediately sent out a cable box and wire connectionsThe rental was already wired from the owners/previous tenants, so I needed no one to come out to the rentalThe first couple of months went well, but then I began receiving email notices from Exede/WildBlue/ViaSat that my data was 75%, 85%, and sometimes 95% used, and this would be about weeks after each monthly payment of $dollarsI contacted Exede/WildBlue/ViaSat to close my account and was told that I signed a contract with the company for a yearI stated that I had never signed a two year contract, and had just come into the rental property in the last yearI asked for a copy of the supposed contract and was given an email access address with a generic contract that had neither my signature on it nor any contractual authorization from meI decided to leave Exede/WildBlue/ViaSat and just go cold turkeyI was contacted by Exede/WildBlue/ViaSat to pay the remainder of the monthly fee of $60+, of which I paid halfAfterwards, I paid the remainder of the$60+ feeI was then sent a UPS box from the company to return the equipmentI sent the box and connections, but the company also wanted the dish parts, which are located on the roof of this two story rentalI am physically unable to climb ladders and therefore I sent back only those parts that were sent to me via mailAdditionally, I did not feel that it was fair for me to remove equipment from property that I do not ownNor did I thino
Product_Or_Service: Internet Services
Account_Number: XXXXXXXXX
DesiredSettlementID: Other (requires explanation)
I would like Exede/WildBlue/ViaSat to (1) not force me into a contract that was evidently started with the previous tenant/owner of the property I am temporarily renting; (2) take off past due total of $for services that I can prove (bank statements/company contract) were being secured by another cable/internet company since January 2015; (3)not threaten my credit report or place me in a collection agency for 281.50; (4) to accept information that was disregarded in phone call to company
$
Final Business Response /* (4000, 14, 2015/08/20) */
The letter supplied by Ms*** is dated from July 9, which was received prior to ViaSat agreeing to waive the past due balance of $At the time of installation, new equipment is installed at every customer locationCustomers are responsible for returning ViaSat's modem and transceiver after account disconnection or they will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementIn order to bring this complaint to a resolution, ViaSat would like to offer Ms*** a free service call to have a technician remove the satellite dish as Ms*** requestedThe technician is not able to take the equipmentTherefore, Ms*** is responsible for returning ViaSat's modem and transceiver to ViaSat using the UPS box and free return label sent to Ms***ViaSat will send Mr*** an additional UPS box with prepaid labels to ship this equipment backPlease have Ms*** call ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXXThank you!
Final Consumer Response /* (2000, 16, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
First, I thank Revdex.com very, very much for assisting meYour overall mediation helped me to understand ViaSat's position and hopefully helped ViaSat understand mine as a consumerAs stated in the initial complaint, I felt Revdex.com was the best route to resolve this ongoing problem that we could not resolve togetherI learned about Revdex.com as a teenager and I still utilize its strong influence todayViaSat will waive the charges as well as send someone out to retrieve the equipment off the second story rental for an affordable fee of $I made the appointment today, and the service person is scheduled to come out on Tuesday; ViaSat also sent a UPS ticket to return the transmitterThank you againWhat a relief!

Initial Business Response /* (1000, 4, 2015/12/18) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Upon receipt of your complaint ViaSat attempted to locate your account, but was unable to do so
with the information providedViaSat would like to bring this complaint to resolution, and in order to do so, if Ms*** could provide the account number, the phone number, or name listed on the account we can better assist in resolution
Thank you again for the opportunity to respond