ViaSat, Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because regardless of their terms and conditions and all that other legal talk, I never authorized them to debit funds from my bank card on December 31, Viasat sent me an email on December 28, stating that my "monthly charges" would be deducted on January 4, They never said anything about "early termination fee charges or anything elseAlso, I called and spoke with them on December 30, for an explanation of what "monthly charges" I could possibly have because the account was closed and they never mentioned any charges that I had pending for anythingI also called to make sure that I did not have a payment method on file because I had already requested that my payment information be removed from their system when I cancelled the service, and was assured by the representative that my information was removedWhen I spoke with the rep on 12/30/15, she informed me that my payment information was still in the system and AGAIN, I demanded it be removed to avoid any unlawful charges to my accountI was told it would be removed asap as I had previously requested this several weeks priorAlso, I was never told that I HAD to keep a payment method on file to keep service, but only to receive extra perks from the companyI had already previously had another payment method removed from their system after I had lost my original debit cardThe only reason ViaSat received my debit card information again was because I used it to pay my monthly billAGAIN, I told the rep then that I did not want my payment information saved and was only authorizing a one time paymentViaSat choose to keep my payment information in their system without my permissionWhen I spoke with the supervisor *** (ID#***), first she said that she does see the request to remove my payment info on 12/30/15, but the rep should have advised me that it takes seven days to remove the informationI then told her that I made this request several weeks before 12/30/so it should have been removed in the day allotted timeSo *** said that she does see where I called in prior to 12/30/regarding my account but the rep's notes does not state I requested to have my payment information removed, but instead just called to have the equipment picked upI begged her to please listen to the recorded call so she could clearly hear my request, but she absolutely refusedI also find it strange that in previous billings and automatic payments from this company, they never debited my account before the actual date they listed in their email, which was the 4th of every month, however, I call and request to remove my payment information on 12/30/and suddenly receive a debit charge on 12/31/15! Per their email (see below), I wasn't supposed to be charged until January 4th, 2016, so they still put in the charge way too early causing overdrafts into my accountThis company did some underhanded stuff to debit my account without my permission and it is unacceptableWhen they saw that they wouldn't be able to automatically charge me without my permission on 1/4/because I requested my payment information be removed, they put charges through my account early to get their moneyAlso, I was NEVER given an amount that I would be charged, and never received a final bill! And I still haven't received the email, as stated in their email, stating how much my charges were or would be!
Yes I have disputed the charges with my bank, but this company is a fraud and phonyTheir service is absolute garbage and you never get anywhere with their customer serviceThis is not the first problem I have had with this company omitting information then claiming it should have been said by the rep but wasn'tI want my money back
Original email sent from ViaSat to me on 12/28/15:
Your monthly Exede charge will take place in days
Exede Internet
Reply
To:
***;
Mon 12/28/3:PM
To view this email as a web page, go here
Your Exede bill is almost due
Account: ***
Dear *** ***:
This is a friendly reminder that automatic payment for your Exede Internet service is set for 1/4/On this date, we will charge the payment method we have on file for your monthly service and lease fees
Please make sure your payment method has sufficient funds in it to cover this expenseYou will receive a separate email on your billing date showing the exact amount charged for your monthly service
Quick Tip: You can change your payment method or make a one-time payment on the My.Exede.Net account portal
Questions? Give our Customer Care team a call at ###-###-####
Sincerely,
The Exede Internet Team
***
google plus icon facebook icon twitter icon
#
Questions?
Please don't reply to this emailClick here to contact our support team
This email was sent to: ***
This email was sent by: ViaSat, Inc.,
provider of Exede and WildBlue Internet services
Inverness Drive South, Englewood CO
We respect your right to privacy:
Exede privacy policy

As previously stated Ms*** makes onetime payments via our online system or contacting Customer ServiceIf duplicated payments were collected on more than one occasion, this could be due to the duplicate requests made by Ms*** or a system errorMs*** does have the ability to update her payment method on file via our online systemViaSat does not believe there is any further action requiredThank you

Thank you for bringing Mr*** complaint to our attentionWe apologize for any confusion he may have experienced with ViaSat
The Customer Agreement, signed by Mr*** on December 20, and available at exede.com/legal, states that monthly 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 fees ViaSat’s systems currently do not support the bill pay option through a subscriber’s bank, and only accepts payments through credit card, debit card, or electronic funds transfers
Our records show Mr*** contacted ViaSat on January 26, because he had been charged monthly service fees of $At this time, Mr*** advised that he had not wanted the card on file charged, and would setup an online bill pay for the amount in question A refund for the payment of $was issued to Mr*** on January 27,
Between February 24, and December 24, 2015, ViaSat successfully collected monthly service payments from Mr*** via the credit card that was on file for him
On January 24, 2016, ViaSat attempted to collect a monthly service payment of $60.77, but the payment was failed by Mr*** financial institution because they’d been advised not to honor the paymentMr*** called ViaSat on January 25, regarding the balance due, advising that he’d made a payment for the amount via his bank’s online bill payAt this time, he was advised that ViaSat’s systems were not showing any payment at that time; however, the ViaSat representative also advised Mr*** that it sometimes took hours for a payment to be posted in ViaSat’s systems
As no payment was collected for the balance due, Mr*** account was subsequently suspended for nonpayment on February 4, ViaSat received a second call from Mr*** on February 13, because he was unable to connect, at which time he was reminded of the balance dueWhen Mr*** advised he’d made a payment through his online bill pay, the ViaSat representative accurately informed him that there was no payment showing as received for the balance in question and that ViaSat’s systems were not setup to accept payment through the bill pay option through a subscriber’s bankMr*** was also advised that he could either provide a copy of his bank statement showing the payment had processed through successfully; issue a chargeback through his bank; or make a minimum payment of $to have his services resumed from suspensionMr*** requested to speak to a supervisor
During his conversation with the ViaSat supervisor, Mr*** was informed that ViaSat had a credit card on file for the monthly service payments, and that ViaSat had no record of a payment being received for the January 24, As a courtesy, the ViaSat supervisor resumed Mr*** services, but once again reminded him that he should fax in a copy of his bank statement showing the successful payment
The account was suspended for nonpayment once again on February 15, ViaSat received a call from Mr*** the same day because he’d faxed in copies of his bank statement; unfortunately, the Customer Advocate Team (CAT) that reviews and works customer faxes was not available at this time and Mr*** was asked to call backMr*** declined and requested that a supervisor call him back once CAT was availableA supervisor called Mr*** back later the same day, but there was no answer
A CAT representative reviewed an email from Mr*** on February 22, 2016, but failed to contact Mr*** regarding their findings or escalate Mr*** issues to ViaSat’s Finance DepartmentWe apologize for any frustration this may have caused Mr*** to experience
On February 26, 2016, ViaSat received a check in the mail from Mr*** for the amount of $His service was resumed on February 27,
ViaSat attempted to collect a payment of $from Mr*** for his monthly service fees on March 24, Once again, the payment was failed by Mr*** financial institution because they’d been advised not to honor the paymentSubsequently, the account was suspended for nonpayment of March 29,
On April 18, 2016, Mr*** called ViaSat to have his account disconnected due to his billing issues, at which time he advised he would not pay the balance dueMr*** account was disconnected, per his request
We apologize for any frustration Mr*** may have experiencedIn order to resolve this complaint, ViaSat will waive the balance due of $from Mr*** account, but ViaSat does not agree to issue a refund for the February 26, payment of $60.77, or waive his early termination fees of approximately $
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
The speeds quoted by them are isolated resultsTheir tech has tested the system on site and remotely several times and has seem the drop in speed in NON CONGESTION timesTheir own second tier tech support has also remotely tested and recorded speeds of less than mb per secondThere have been multiple times that it has been impossible to even connectIt is even stated in their own documentation speeds less than mb per second in high usage times is not normal, provided the user is not in data restriction, which I have not beenThey have over sold the capacity of their network and the consumer is not getting what is promised or paid for
Sincerely,
*** ***

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 Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat shows that Ms*** sent back the equipment on her own and it was received on April 26, We apologize that Ms*** had problems receiving ViaSat’s
courtesy box and shipping labelAt this time ViaSat has contacted the outside collection agency and had Ms*** removed from collections in fullMs*** can disregard any paperwork or bill from the collections agencyThis in no way affects Ms***’s credit historyThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement signed by Ms*** *** on July 19, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. 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 these points. We apologize these points were not communicated to Ms*** at the point of sale.Our records show Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeDue to the fact that Ms*** ordered her service during a promotional period, she is currently receiving $off for the first three months of serviceThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Ms*** first monthly billing generated on July 20, in the amount of $Viasat was successful in taking a payment the same day. Later that same day, Ms*** contacted Viasat for the first time on this accountShe stated that she was told she would have a free month of serviceA Viasat representative advised Ms*** of her acive account and the details of the billing chargeMs*** requested a stop date of her payment method, which was successfully requested the same day. A review of Ms*** account shows no record of any offer of a free month of service provided, nor do our records show any indication of any contact received before July 20, 2018. At this time, Viasat does not agree to refund the amount charged for services billed in advanceHowever, in resolution to this complaint, Viasat will provide Ms*** with an additional recurring discount of $off for the next three monthsThis has been applied as of July 23, 2018, and should be seen on Ms*** next billingIn addition, Viasat has ensured that Ms*** payment method has been stop dated as requested. 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: I cannot in all good consciousness agree to what the response from ViaSat statedI have never ever received download speeds greater than the advertised speed of MbpsThe only way that could be possible would be at or AM
when there is very few active usersI just ran several speed tests and the average download speed was Mbps.I noticed that their response failed to state at what hour their test was run.I read the page legal agreement and it does state that speeds are not guaranteedHowever, if they are claiming Mbps any reasonable person would expect to receive something similar to their claimsThat was simply a misleading statement.As to the nature of their service they know what the problem is as verified by their own technicians, they have too many users on this plan which they refer to as congestionHowever, they do not tell you that when you sign up for service. However, I may take them up on their offer to discontinue my service if I can find a suitable alternative before their arbitrary deadline date of 02/16/At least they offered that solution.Thank you for your prompt attention to this complaint. Yes, I read the page agr
Sincerely,
*** ***

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

Thank you for bringing Mr*** complaint to our attention The Customer Agreement signed by *** *** on March 15, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale.
Our records show that Viasat charged Mr*** $in monthly service fees on March 16, 2018; however, the payment was failed by the bank for insufficient fundsMr*** contacted Viasat multiple times on March 19, regarding a $charge he had incurred from his bankThe Viasat representatives advised Mr*** that this charge was not from Viasat and that he may want to check with his bank as to where the $charge came fromMr*** confirmed that he would contact his bank for further information On March 26, 2018, Mr*** account was suspended for nonpayment of serviceMr*** contacted Viasat the same day inquiring why he had been charged the $The Viasat representative advised Mr*** that this may be an overdraft fee from his bankMr*** requested to disconnect his service at this timeThe Viasat representative read Mr*** the disconnect disclosures, including information regarding his early termination fees, and processed the disconnection The Customer Agreement commits customers 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 termAs a resolution to Mr*** complaint, Viasat will agree to adjust off the past due balance of $However, Viasat does not agree to waive Mr*** early termination fees Thank you for the opportunity to respond

Thank you for bringing Ms***’s rebuttal to our attention
As previously stated, ViaSat does not agree to issue her a refund for four months of service as she has actively been using itTo further resolve this complaint, however, ViaSat will agree to apply a second free month of service to her accountWe also agree to provide Ms*** with a free service call as a one-time courtesyShe may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### in reference to ticket no***Hold times vary depending on call volumeWe apologize if Ms*** feels she could not reach a ViaSat agent in a timely manner
Thank you for the opportunity to respond

Along with the other complaints I filed, I received a text alert from my bank tonightApparently their company has charged my bank account once again today for Bringing this whole mess to $not including any charges for overdraft fees that my bank is now going to hit me with.I want
the entire amount of $returned to my bank account and any and all overdraft fees that I will be charged due to the company's negligence and wrongful charges

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will reach back out if no refund is received There was several incorrect points made but as long as I receive a refund I won’t dispute it further
Sincerely,
*** ***

Thank you for bringing Mr***’ response to our attention.As previously stated, 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 speed. Viasat discloses at the point of sale and in its Customer Agreement, signed by Mr*** on December 13, 2016, that speeds may vary and are not guaranteed.Our review of Mr***’ account shows that he is in an area with network congestion, which may cause him to experience slower speeds. In our previous correspondence, we offered Mr*** a one-time credit for $to cover the cost of one full month of serviceThis credit was applied on April 4, 2018. As resolution to this complaint, Viasat has applied a second credit of $as of April 11, 2018. If Mr*** has any questions or concerns regarding the speed of his service, he may contact Viasat’s 24-hour Customer Service Department at -1-855-463-for assistance. If Mr*** feels that Viasat’s service is not meeting his needs, Viasat is willing to disconnect his account with his early termination fees waived in fullMr*** may contact Viasat’s Customer Service Department in reference to ticket no *** if this is the route he wishes to take.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 meSincerely, *** ***

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 very much for assisting me!
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention.Our records show Ms*** is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides
unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement, signed by MsTia *** on February 12, 2018, and Unlimited Data Policy available at exede.com/legal.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 software. Because of these many variables, Viasat cannot guarantee any particular speed to you. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Ms*** first contacted Viasat in regards to her speeds on March 11, The Viasat representative assisting her advised of Ms*** plan and the prioritization that occurs once a customer reaches GBShe contacted again the same day in regards to the same issue, and was advised that she was within peak hours for network congestion and that it should resolve at the end of peak hours. On March 16, 2018, Ms*** contacted Viasat in regards to her slow speeds, as her data had resetShe was advised of peak congestion hours, and a Viasat representative assisted her in running a speed testThe speeds revealed that Ms*** was being affected by network congestion, and Ms*** was offered a one-time goodwill credit of $10, which she acceptedThe credit was applied to her bill the same day. In light of this complaint, Viasat has reviewed Ms*** account for speeds on March 19, A speed test on Ms*** account reveals that her speeds are well within range of her plan. At this time, Viasat does not agree to refund Ms*** for charges paid for services renderedHowever, if Ms*** would like to proceed with a disconnection of Viasat’s services, Viasat will agree to waive half of her early termination fees in an offer of good faithIf Ms*** would like to take advantage of this offer, or if she has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***. Thank you for the opportunity to respond.

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused The Customer Agreement signed by Ms*** on February 26, states that monthly service and lease fees are payable in advance. Customers are
also made aware of this at the time of the sale. Ms*** has not had a valid payment method on file since April and therefore, each month, Ms*** makes onetime payments via our online system or contacting Customer Service On December 31, 2016, Ms*** made two payments for $causing her to have a credit balance on her ViaSat account for $As Ms*** does not have a payment method on file, ViaSat is unable to issue a refund immediately. However, ViaSat has requested to have a check issued to Ms*** in the amount of $The refund check should be received by Ms*** within two business weeks If Ms*** has any additional questions, or would like to update the payment method on file to avoid any further duplicate payments, she may contact ViaSat’s 24-Hour Customer Service at ***Thank you for the opportunity to respond

Thank you for bringing Ms***’s response to our attention.Per our previous response, on March 9, 2018, Viasat submitted a request to remove and waive Ms***’s full collections balanceThis was completed the same day, and as Ms*** has returned her equipment, she has no further past due balance or balance to generate. At this time, Viasat feels 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 ###-###-####.Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/07/24) */
Thank you for bringing Mr***' 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, and
the early termination feesEach of these points are also addressed in the customer agreement signed by Jillian *** on May 27, and available at exede.com/legalViaSat requires the customer to sign the electronic customer agreement in order to provision the account and to have it activatedAt this time the account remains active if Mr*** wishes to disconnect the account the customer will be held responsible for the early termination feesShould the account be disconnected ViaSat will send a prepaid shipping label and box courtesy of UPS to send back two required pieces of equipment (modem and tria)ViaSat will not remove the dish from the home, but will send a tech out to remove the tria from the dish for a $chargeMr*** can contact customer service at any time to set up the disconnection and service call if he choosesThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response said at time of sale and Jillian signedThe person who came to instal did not speak English and afer installing kept pointing to signThis was thought to be the signiture that the satalite was installed so he can get paidIntimidating, non English speakin man, vigerously pointing to sign from my wifeOf course she didWhere was the explainationYour generic response is not accepted since it does not seem like you read my complaintIt stated the man did not speak English in the first placePlease read over
Final Business Response /* (4000, 9, 2015/07/31) */
Thank you for bringing Mr*** response to ViaSat's attentionViaSat does not require a hand written signature for a contract, so what the installer had Ms*** sign could have been the completed installation sign offViaSat's contract is an electronic customer signature that would have been completed on the computer and e-signed by typing her name into the computer in order to have the service activatedA service cannot be activated until the customer has read and signed the electronic customer agreementMr*** can view the customer agreement at exede.com/legalThank you for the opportunity to respond