ViaSat, Inc.

Complaint: ***
I am rejecting this response because: I have attached my "monthly usage meter"You can see that it does not reflect where data is being used, and this is a deceptive practice by ViasatMy package includes free email and web browsing, with no restricted hours on that useHowever, Viasat Revdex.com response states my usage is from web browsingSince I can't see that on the attachments, as a customer I never know where the data is really being usedHowever, since they have said it was mostly web browsing, then we go back to the original issue of Viasat incorrectly charging me and I should be credited back data for this web browsing and email useMy service has been out for weeks out of this past month, and I am not aware of any credit for $or $195.35, as they should not be charging me for the lost weeksIf they are indeed crediting my account, there should be no charge for these weeks, the $can cover April (minus the weeks), May, and then the remainder should be put towards the contract for the remainder which expires in March to keep me at $starting in May. Their math is wrong: $for April, + $for May, then a credit of $19.99/month for the other months would total $for those months, so the total they are telling you they are crediting me is $but their totals of $225.34+ $is $They should be crediting me for the remainder of the contract, which would work out to be $180, plus the $for April and May, which still leaves me a credit of $From that they can credit the $5.99/month which would be $66, still leaving a credit balance of $54, which they can apply evenly over the remainder of the term.In my experience with Exede, the customer is only given a "fuel gauge" type meter and no details about their usageI have been complaining along with MANY other about thisWe've been on vacation with the Exede modem not working at all, and had data usedThere is no way our account used itIf the customer was given specifics, they could manage use, see where their data is going AND have proof when it is not from their accountWhen you call, they ALWAYS turn it back to the customer. This company not only doesn't care, but is flippant with some sort of "try and get me" type of attitude.
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 meSincerely, *** ***

Thank you for bringing Ms***’s rebuttal to our attention
As previously stated, during the May 29, conversation, Ms*** was advised that her concerns were directly related to her exceeding her monthly Priority DataMs*** is currently receiving ViaSat’s Liberty GB 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 allowance for use at regular speeds up to Mbps download and Mbps uploads
Pursuant 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 resets When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms*** on May 24,
Additionally, our records indicate Ms*** had a conversation with a ViaSat representative on June 28, regarding her data usage and the Liberty plan service details, including the Liberty Pass
ViaSat received two calls from the ***es on July 12, regarding a service issueBoth times, they were guided through troubleshooting, and both times showed that they were receiving speeds within advertised range and were able to connect
Once again, ViaSat does not agree to waive the early termination fees of approximately $in full; however, as resolution to this complaint, ViaSat will waive half of the fees, provided that she disconnect prior to September 28, This will leave her responsible for early termination fees of approximately $
If she would like to move forward with the disconnection of the service, she may call ViaSat’s 24-hour Customer Service Department at ###-###-#### in reference to ticket no***
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/05) */
Thank you for bringing Ms***'s 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 24-month minimum service term commitment and the early
termination fees should the account not stay active for the monthsEach of these points are also addressed in the customer agreement signed by Ms*** of June 29, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionIn order to arrive at a resolution due to the line of sight issue with the trees ViaSat has issued a refund of $back to Ms*** today August 5, Ms*** will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/18) */
Thank you for bringing Mr***' complaint to our attention
Our review of his account shows that he requested the disconnection of his account on August 16, because he was unhappy with the serviceUnfortunately, the ViaSat
representative failed to disconnect Mr***' account as requestedSubsequently, on September 16, 2015, Mr*** was charged $for monthly serviceHe called the same day regarding the charge, at which time his account was successfully disconnected and a refund request for the amount paid was escalatedThe refund of $was issued back to Mr***' payment method the same dayIt may take Mr*** approximately 3-business days from the issue date for him to see it deposited into his account
We apologize for any frustration Mr*** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr***' complaint
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,
*** ***

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 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.

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat last heard from Mr*** on July 31, via emailIn this email Mr*** requested that his account be disconnectedViaSat responded to Mr***
that same day stating that disconnects cannot be handled via email and he would need to call Customer Service to process the requestViaSat has not heard from Mr*** sinceViaSat is unsure what would have caused Mr***’s services to stop unexpectedly in September of 2016; however, ViaSat offers 24/Customer Service at *** to handle technical escalations and ViaSat did not receive any call from Mr*** during this timeMr***’s account continued to bill as ViaSat showed the services as a working status and had not heard from Mr***On October 13, ViaSat received two chargebacks from Mr***’s bank for $eachViaSat continued to bill and the payments failed which eventually led to a non-pay suspension on January 13, Currently the account remains in the non-pay suspension with an amount due of $In order to arrive at a resolution ViaSat will agree to disconnect the account and waive the balance in fullMr*** will need to call *** and reference ticket number *** to have this performed and so the account is not sent to an outside collection agencyThank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing Ms*** complaint to our attention
Our records show Ms*** called Viasat on May 21, to add the Viasat Voice service to the account, at which time her request was processed accordinglyOn May 31, 2017, Ms*** called Viasat to advise that she had not
received the Voice adapter yet, at which time the issue was escalated so the adapter could be reshipped to her location
Ms*** called back regarding the adapter on June 7, 2017, at which time another request was escalatedDuring a call from Ms*** on June 21, 2017, she requested the cancellation of the Viasat Voice service as she had not received the equipmentAt this time, she was provided a credit of $for the monthly Voice services she’d paidOur records show that the Voice service remained active on Ms*** account after this conversation
On June 23, 2017, Ms*** called Viasat to have her phone number ported to another carrierAt this time, she was informed that her new carrier would need to initiate the port with Viasat
On July 14, 2017, Ms*** called Viasat to advise that she had still not received the Voice adapter, and that she believed the delivery attempt was going to the incorrect addressAt this time, another request for an adapter shipment was created
Ms*** called Viasat on August 1, to disconnect the Voice service, at which time she was provided with a credit of $for her monthly Voice service fees and a $credit to cover any Voice disconnection feesUnfortunately, the disconnection request was not processed properlyWe apologize for any frustration this may have caused Ms*** to experience
Viasat did not hear back from Ms*** until April 25, 2018, at which time she explained that she was still being charged for the Voice service and requested a refund as it should have been disconnectedUnfortunately, no action was taken at this timeWe apologize for any frustration this may have caused Ms*** to experience
Ms*** called Viasat on May 8, regarding her refund requestAt this time, a dispute credit was created in lieu of a refund request, and the Voice service remained active on Ms*** accountAnother call from Ms*** was received on May 22, 2018, at which time a refund request was submitted for her Voice service fees
Between September 24, and May 24, 2018, Ms*** paid a total of $in Voice service feesAs resolution to this complaint, Viasat has issued a refund for the amount to Ms*** payment method as of May 29, Additionally, the Voice service has been completely removed from Ms*** account
We apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWE apologize for any confusion or frustration this situation might have causedOn August 20, 2016, Mr***’s ViaSat account was charged $for failure to return the leased modemViaSat received a call from Mr***
on August 21, to discuss this chargeDuring his conversation with the representative Mr*** was informed that the charge occurred due to our failure to receive the leased modemCustomers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a prepaid return shipping label is delivered to their home address within a week after their disconnection, and it includes return instructionsIn order to bring resolution to this complaint, ViaSat has issued a refund to the payment method on file for the $collected on August 20, Mr*** should receive the refund in three to five business daysThank you for the opportunity to respond

Dear Ms***:
We understand you submitted a complaint through the Revdex.com regarding ViaSat’s Internet serviceUnfortunately, due to a system error at the Revdex.com, ViaSat did not receive your complaint until recently and would like to now assist you with any outstanding concerns you may haveIf you
are still in need of assistance with the issue submitted in your complaint please contact us by calling our Executive Escalations Department at ###-###-#### during business hours or by emailing ***You may also contact us by calling ViaSat’s 24-hour Customer Care Department at ###-###-#### for assistanceWe apologize for any frustration you may have experienced regarding your Revdex.com complaint submission and would like the opportunity to assist in resolving your issue
Regards,
ViaSat Satellite Services
Consumer Affairs Department

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 would also like to note that the equipment has been returned and was checked on Thursday the of August when I was talking to your staff.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/19) */
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 advised that ViaSat does not recommend the use of Virtual Private Networks (VPN)
applications with ViaSat's serviceCustomers are informed at the point of sale that ViaSat's service may not work well with VPN applicationsViaSat does record all calls for quality assurance reasons and ViaSat was able to pull Ms***'s call and confirmed that Ms*** was advised she could disconnect services if the VPN service did not meet her needs or expectationsAt this time ViaSat has issued a refund of $back to the customer's payment methodMs*** will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:I just received an email from via sat and they still had my old name on it.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/03) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she may have experienced with ViaSat
Customers are informed at the point of sale that third-party Voice over IP services (VOIP) may not work on
ViaSat's networkThis point is also addressed in Section of the Customer Agreement, signed by Ms*** on February 19, and available at exede.com/legalViaSat does not support any third-party applications, devices, or programs of any kind, and does not guarantee that they will work with the ViaSat serviceViaSat supplies its own Exede Voice service, which has been designed to work with the Exede Internet service
Our records show Ms*** contacted ViaSat on July 30, because her third-party VOIP service was not working with ViaSatDuring this conversation, the ViaSat representative determined that there was an issue with Ms***'s Exede Internet service that would require a service call to resolveThe ViaSat representative offered Ms*** a free service call, which Ms*** acceptedAs Ms*** went through a local ViaSat dealer to setup services, she will need to contact that business for scheduling the service call
ViaSat received an email from Ms*** on July 31, 2015, in which she requested the termination of her service due to connectivity issuesIn response, a ViaSat representative attempted to reach out to Ms*** via phone, but there was no answerA message was leftAs ViaSat does not accept disconnection requests via email, Ms***'s account is currently still active
ViaSat does not agree to waive Ms***'s early termination fees in fullAs previously stated, ViaSat does not support or guarantee that third-party VOIP services will work on the Exede networkIn order to come to a resolution regarding this complaint, however, ViaSat is willing to waive up to half of Ms***'s early termination fees as a gesture of good will if she moves forward with the termination of her service
Ms*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection
If Ms*** would like to move forward with the disconnection of her service, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1st Lie: I was never told that a 3rd party phone may not workIn fact, I was told more than once by Viastat's representatives that it would work very well before I scheduled installation
2nd Lie: I was never offered a free service callI was told by one person it would be $and one $
As far as not being able to reach me by phone, I gave notice in writing to Viastat that ALL future communications from them MUSTbe in writingI have spent over hours on the phone with their inept representatives and will not waste my time with more of their lies
I will not pay a termination fee and once again insist on a full refund for all monies paid for this useless service that Viastat does not support, instead responding with lies, and attempt to make a profit from their mistakes and very unprofessional service with no customer support whatsoeverI have since talked with several other people who were past customers of Excede who have experienced very similar issuesThey are ALL past customers and would never use Excede againI can provide their statements also
I also incurred $for installation which I am demanding be returnedSine Viastat chooses which companies perform their installations, Viastat is responsible also for their poor service
I will be contacting Excede AGAIN by phone for termination, once again, even though I already told of their employees that I wished to terminate my serviceI was under the impression that this service was terminatedone more lieIt was supposed to have been terminated 7/To date I have not received boxes for return of equipment
Final Consumer Response /* (4200, 14, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The equipment was returnedI have not received a refund
Final Business Response /* (4000, 16, 2015/08/24) */
Thank you for bringing Ms***'s rebuttal to our attention
Ms*** has not been charged any unreturned equipment fees; therefore, no refund is owed to her
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 It please note that I also wish for Viasat to not place any negative reports on my credit history
Sincerely,
*** ***

Thank you for bringing Ms***’ complaint to our attentionWe apologize for any frustration she may have experienced
The Customer Agreement, signed by Ms*** on August 4, and available at ***, states that monthly service and lease fees are payable in advanceCustomers
are also made aware of this at the time of the saleThe Customer Agreement also advises that ViaSat does not issue refunds for unused services, regardless of when the service is disconnected
On August 8, 2016, ViaSat attempted to collect a monthly service payment of $from Ms***, but the payment failedMs*** called ViaSat on August 10, to disconnect the accountWhen she was reminded of the balance due on the account, Ms*** advised that she’d called a few days prior to her bill cycle date to request disconnection, but had been told to call back due to a system outageUnfortunately, ViaSat has no record of this interactionWe apologize for any frustration this may have caused Ms*** to experienceDuring this conversation, the ViaSat representative correctly advised Ms*** that she was responsible for returning ViaSat’s modem and transceiver, but incorrectly informed her that she would be charged an early termination feePer her request, Ms***’ call was transferred to a ViaSat supervisor for further assistance
During her conversation with the ViaSat supervisor, Ms*** was advised that her 24-month minimum service term had recently expired and that she would not be charged an early termination feeThe supervisor also advised that they would waive the balance due of $from the account before processing her disconnection requestUnfortunately, the supervisor failed to waive the balance due as promised or properly note the accountWe apologize for any frustration this may have caused Ms*** to experience
As there was still a balance due on the account, on September 26, 2016, ViaSat began the process of putting Ms***’ account in collectionsMs*** called ViaSat on September 27, requesting to speak to a supervisor because she’d received a letter advising that her account would be sent to collections if the balance due wasn’t resolvedDuring her conversation with the ViaSat supervisor, Ms*** was advised that ViaSat had no record either of her calling in to disconnection prior to her bill cycle date or that the balance due was supposed to be waived; therefore, the balance due was valid
On October 3, 2016, ViaSat’s Consumer Affairs Team received an email from Ms*** regarding this issueIn response, a request was escalated to have her account removed from the collections processMs*** was advised of this the same day
We apologize for any frustration Ms*** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms***’ complaintViaSat did not report the delinquent balance to any credit reporting bureaus
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I did not agree to any contract I NEVER signed any agreement on 11-22-before or after that date eitherThis company is playing games with money and falsey making agreements with people on there own terms and timeThis company has caused multiple issues and if I need to take this further I willI refuse to pay anything more to this companyI have changed my bank since they took an unauthorized amount out of my accountThey are extremely unprofessional and I am through with themThis is the last they will hear from meAnd will never receive a penny from my pocket! They are thieves and liars. Sincerely,
*** ***

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedAt the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and early termination
fees. Each of these points is also addressed in the Customer Agreement signed by *** *** on June 29, and available at exede.com/legalWe apologize if *** *** feels these points were not communicated to his satisfactionOur records show *** *** was receiving ViaSat’s Freedom Boost + WiFi service plan at $99.99, plus applicable taxes and a $monthly lease feeThe Freedom Boost plan offers download speeds of up to MbpsDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment. Speeds can also be affected by programs that are running in the background, the router, and day-to-day activityThe Customer Agreement signed by *** *** states that monthly fees are payable in advance. Customers are also made aware of this at the time of the sale. Regarding the charge to *** *** credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on July 7, *** *** called ViaSat on July 6, to discuss his ViaSat account and the speeds he was receivingDuring his conversation with the representative, *** *** was educated that he had six devices connected to his network, and this could be affecting the speedsThe ViaSat representative performed troubleshooting steps, and ran a speed testAt that time, *** *** download speeds were Mbps and upload was 5.58, well within the advertised rangeAgain on July 6, 2016, *** *** called ViaSat to request the disconnection of his 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 response to this complaint, ViaSat reviewed *** *** services and determined that he was receiving speeds within the advertised rangeDue to this information and as *** *** requested the disconnection of his ViaSat account, ViaSat does not agree to waive the applicable early termination feesHowever, as a gesture of good faith and as the account was disconnected within the first week of activation, ViaSat will agree to refund the payment of $collected on July 7, The refund of $should be received within three to five business days from today, July 11, ViaSat will attempt to collect the early termination fees of approximately $345.00, not including taxes, on August 1, If ViaSat is unable to do so, *** *** runs the risk of his account being sent to our outside collections agency*** *** 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 Agreement. A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructionsThank you for the opportunity to respond