ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/09/15) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced
Our records show Mr*** contacted ViaSat on January 21, because he was moving and wanted to take the service
with himAt this time, an account was setup at *** ** *** *** *** ** XXXXXDuring this conversation, Mr*** advised that he would wait until he was fully moved into his new home before calling back to disconnect his existing accountThe ViaSat representative ensured that Mr*** was aware he would need to call back before ending the conversation with him
ViaSat did not receive a disconnection request from Mr*** until July 9, During this conversation, Mr*** advised that he hadn't realized his original account was still active, and was reminded that he had promised to call back to disconnect the account once he was settled into his new homeWhen Mr*** requested a refund of all amounts paid between February and July 2015, the ViaSat representative advised him that all charges were valid because he had failed to call ViaSat to disconnect his accountAt this time, Mr*** requested the disconnection of his original account and his account located at *** ** *** *** *** ** XXXXX, but ended the call before the representative could advise him of all disclosuresAs ViaSat requires customers to remain on the line during the disconnection process, both of Mr***'s account remained active at this time
Mr*** called back on July 14, 2015, at which time both of his accounts were disconnected, per his requestThe ViaSat representative placed a refund request on his original account in the amount of $1,for the payments he'd made from February to July 2015; however, the request was rejected as the charges were considered valid Mr*** was advised of this during a conversation of August 11, 2015, at which time it was agreed that ViaSat would refund Mr*** $for the payments he'd made on his original account between January and July A refund request was escalated for the amount at this time
ViaSat received a call from Mr*** on August 27, because he had not received his refundAt this time, he was advised that there was a delay in the refunds process
Currently, our review of Mr***'s original account shows that there is no payment method on file to which ViaSat can refund the amount of $As such, ViaSat will issue the refund via check to be sent to Mr***'s current addressThis refund request has been escalated as of today, September 15, 2015, and the check should be delivered to Mr***'s home approximately within a week
We apologize for any frustration Mr*** may have experiencedThank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I was told on 4/7/by ViaSat that I would not need to return the piece off of the dish, and I did not have to worry about having a technician come to my home. As long as I returned the modem within a month I would not be charged. I even received a confirmation number. Based on that information, I thought did not need to schedule a technician to come back. I was never informed by Via Sat that my credit card would be charged. If they called times to try to schedule an appointment, why didn't anyone call me to say you where not going to honor what they told me? I was home during the agreed upon time that a technician was scheduled to show up and failed to do so. I kindly ask that the terms of the conversation that a representative of Via Sat any myself agreed too on 4/7/be honored. I asked the full amount that was charged to my credit be refunded immediately, I will return the modem by 5/7/17, and please stop the harassing phone calls immediately.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: viasat isn't looking at the whole picture, I agree with the removal assistance but I need the dish removed as wellWhy, I won't give free advertising to the company that mistreated meNow none of that is in there welcome package or is signed for etc, it's business ethics, that are still being avoided in these negotiationsYour saying I'm liable for property while under contract, the min I leave I'm no longer liable for certain parts? How can I be liable for something viasat leaves on my property? By that logic if I were to take a bag of dirty diapers & drop them off in the Carlsbad office & say you can have its yours does that make you responsible or would you call the police to have me arrested for litteringYour dish is useless in my just replaced eve on my house1500$ for new wood & paint right before we moved in back in April I have to have it taken down & have the holes filledI just want you to come get itI'll get the holes filled & paintedYour tech can grab the modem as wellIf that's OK with you Now as for the etf I have no doubt in the legalese system you feel I'm responsible for the entire thing, the offer of half is nice but if I'm going to pay you for what I used in all fairness why would I or should I pay for the etf fee? If take any contract for say services A but are unaware of something like misinformed to the contrary of what you asked for your , your contract isn't what you under the impression that you were signing after you were told services contract A is what you needBut the details of A were not none till AFTER you verbally agreed, THEN digitally agreedBasically I was told by a viasat rep that gaming was OKHe never recanted(( YOU, WHO READS THIS, DID YOU LISTEN TO THE RECORDING BETWEEN REP AND MYSELF?)) I've asked that a few times but haven't heard YOU answerViasat is responsible for his mistake, just like viasat is responsible for ***s & ***s, the manager & employee in retention department *** was proven to be a liar about my email, how can you expect me to hold anything your company says as honest when one supervisor says another was lying to me? ((( I WILL NOT BE ABLE TO ACCEPT ANY CONCESSIONS UNTIL ***S & ***S BEHAVIOR HAS BEEN PROPERLY ADDRESSED )))You want me to adjust & accept your offer but you won't comment, or accept responsibility for employees who are the worst example of how to treat a customer, ironic there in retention department I'm assuming that is under the form of threat of etf No employee should lie to customers, suggest they use a ladder to get up on the roof to retrieve viasats property, CAN YOU SAY LIABILITY LAW SUIT! Oh then tell customers that viasat isn't liable for any getting down there propertyI'm sorry cox never asked me to climb a pole, why oh liabilityThe cursing in the background of the retention officeOne is forgot to mention the customer service number I was given when I originally ordered was incorrect because I ordered through a wholesale apparently, now I don't know if that has an effect on this or notBut from a customer point of view, this is one of the worst experiences I've ever hadAsk to climb a ladder , inform the person I'm disabled in a wheelchair & without skipping a beat the person asks me to send my child up the ladderARE SERIOUSLY KIDDING ME ABOUT THIS? WHY HAVE YOU NOT ADDRESSED THIS? WHY ARE NOT WEARING YOURSELF OUT APOLOGIZING? THIS IS SO UNBELIEVABLE THAT A COMPANY WOULD SUGGEST THISAND TO FIND OUT ITS A COMMON PRACTICEALL YOU WANT IS YOUR PRODUCTS & THE MONEYI WANT YOU TO SHOW THAT YOU ACTUALLY GIVE A *** ABOUT YOUR CUSTOMERSTruthfully I don't want to give viasat a dime for anything since I have been lied to more than once, the other was I supposedly used gigs of data in ten daysIf I was slowed at 30, down to 3-5mb how could I have used that much? We're is the proofOf course only *** could see itBut later I was told it was only gigYou want from me, but I've wronged by viasat on so many levels & your not giving up on muchAnd I know anyone in my situation would be just as upset & feel that they should be compensated for the mistreatment & the misinformation from the customer service representative Including the lies from the so called retention department I'm going to ask you the reader to listen to all the audio of my callsIf you do I think you'll understand my position far better & see more of what I'm trying to explain If you do, you can put down a few items that will prove you listened to themFrom this point, I'll be posting on social media, yelp & etc & any other I can find should this continue to go strictly business & money oriented without customers in mind
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:A computer outage at this company is why there is no record of my call or request.
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMs*** has been advised that ViaSat will need day rolling bank statements from each account that they are showing the charges fromViaSat has not received the
proper documentation to start the investigationBased off the documentation that we have received ViaSat has advised Ms*** that we show a joint account and each charge has a corresponding reference numberThe reference numbers match for the charges on both attachmentsWith the current information that we have received we show the same reference number which would tell ViaSat that there is a joint account and that the charge is only being removed onceThe documentation that Ms*** has provided is not sufficient to show double chargesViaSat has attempted to locate a possible second account as well and was unable to do soAt this time Ms*** will want to fax over rolling day bank statements from each account showing the double charges, she can contact her financial institution and they will know what a day rolling bank statement isThank you for allowing ViaSat the opportunity to respond

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration she may have experienced
The Customer Agreement, signed by *** ***, the account holder, on January 6, 2016, states that customers are required to return ViaSat’s modem and transceiver within
days of their disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a UPS box and free return shipping label for the return of this equipment within a week after disconnectionThe Customer Agreement also requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Our records show *** *** contacted ViaSat on February 13, to disconnect his account, at which time he was advised of the disconnection disclosures, including the equipment lease procedures and the early termination fees
On March 8, 2016, ViaSat collected a payment of $in early termination fees from the ***ViaSat’s modem and transceiver were returned on March 22, 2016; therefore, the *** were not charged any unreturned equipment fees
*** *** called about the payment of $on May 2, 2016, at which time she was incorrectly advised that the charge was for unreturned equipment, and a request was escalated to have the equipment locatedBetween May 6, and June 10, 2016, *** *** called ViaSat four times regarding the charge and a refund for the amount
On June 10, 2016, a refund of $was issued to her payment method on file as resolution to her complaints
We feel the resolution previously agreed to and the actions taken by ViaSat adequately address *** *** complaint
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/20) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** did contact ViaSat's customer service department on July 11, to request the
disconnection of her ViaSat accountDuring her conversation with ViaSat's customer service department she was informed that she was not responsible for returning the leased equipment in errorMs*** was in fact responsible for returning the leased equipment per the Customer AgreementAs the equipment was not returned within the day time frame, Ms*** was charged $on August 16, for failure to return
Due to this error, and the misinformation provided to Ms***, ViaSat has moved forward with issuing the refund of $to the payment method on fileMs*** should receive this refund within three to five business daysShould she not, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Again, we apologize for any frustration this situation may have causedThank you for the opportunity to respond

Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAfter further review of Mr***'s complaint, ViaSat has determined that the service is not meeting Mr***'s needs or expectations and he is wishing to disconnect the
services with no early termination feesAt 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 fees should the account be cancelled prior to monthsEach of these points are also addressed in the customer agreement signed by Mr*** on March 10, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionIn order to arrive at a resolution ViaSat is willing to let Mr*** out of the contract with no early termination feesMr*** will want to contact customer service at ###-###-#### and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.)
As of 01-07-2016, Via Sat did refund a partial payment of what is owed to me, $Although they still owe $The monthly payments were deducted directly from my account, so my bank can verify this I'm not sure why the company is still disputing ANY of this, when I was given a confirmation # *** (12-07-15) for the $67.38, and told that the money would be back in my account within to business daysI also asked the worker what my balance was, and he said $ViaSat responded failed payments, that isn't so, once again my bank paidThe company needs to own up to their error and not be allowed to do the public wrong

Initial Business Response /* (1000, 5, 2015/09/24) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any confusion she may have experienced
Our records show Ms*** setup service through an authorized ViaSat dealer on June 28, ViaSat internally
supplies customers who setup service through this dealer with $
ViaSat received a call from Ms*** on August 13, because she had not received this gift cardDuring this conversation, Ms*** was advised by the ViaSat representative that she would need to contact her dealer regarding the gift card
ViaSat did not receive any further contact from Ms*** until July 25, 2015, at which time she requested the disconnection of her account because she was movingDuring this conversation, the ViaSat representative reminded Ms*** of her signed Customer Agreement and early termination feesAt this time, Ms*** advised that she had never received her promotional gift card, and was once again advised that she would have to work with her dealer for resolution
The Customer Agreement, signed by Ms*** on July 8, requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termOn August 12, 2015, ViaSat charged Ms*** $in early termination fees, but the payment failedOn September 14, 2015, the account was sent to outside collections for nonpayment
In response to this complaint, ViaSat internally escalated Ms***'s complaint for review, at which time it was determined that she did not receive the $gift card due to an errorIn order to resolve this concern, ViaSat will send Ms*** a $gift card on October 2, 2015; however, as she is receiving this gift card, ViaSat does not agree to waive her early termination fees
Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to our attention
Unfortunately, we are unable to locate his account with the information providedIf Mr*** could please provide the service address, account number, or phone number associated with his ViaSat account, we will be able to research and
review this matter accordingly
Thank you for the opportunity to respond

Thank you for bringing Ms***’ complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement signed by Ms*** on August 3, 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 feesIt also advises that monthly fees are payable in advanceCustomers are made aware of these points at the time of saleRegarding the charge to the credit card on Ms***’ account, ViaSat collected an advanced payment of $on August 4, for the first month of service, in addition to prorated fees based on Ms***’ installation date
Ms*** called ViaSat on August 4, regarding the charge to the card on her account, which belonged to her fatherAs Ms*** did not know what the charge was for, the ViaSat representative reviewed the bill and advised her that it was for her first month’s billThe representative also provided Ms*** with a breakdown of the charges, but offered to put in a refund request as a gesture of good willUnfortunately, the call droppedWe apologize for any frustration this may have caused Ms*** to experience
ViaSat received a second call from Ms*** the same day regarding the charge, at which time she requested the payment method be removed from her accountDuring this conversation, Ms*** advised that she had been informed by the sales representative that she would be charged for monthly service shortly after installation; however, she had been expecting a paper bill and to not automatically be chargedShe also advised that she’d been given the impression the payment method she provided at the point of sale would be removed from the system and would not be chargedThe ViaSat representative reviewed ViaSat’s billing process with Ms***When Ms*** requested disconnection, she was reminded of the Customer Agreement and early termination fees, and offered a discount of $off her bill per month for monthsMs*** declined the offer and requested to speak to a supervisor
During her conversation with the ViaSat supervisor, Ms*** was once again informed of ViaSat’s billing process, and discussed the removal of her father’s credit card from her accountWhen Ms*** requested disconnection again, she was once again advised that early termination fees would be applied as there was no grace or trial period for the service
Ms*** called ViaSat on August 5, to ensure the payment method had been removed from her accountAt this time, the ViaSat representative accurately advised Ms*** that the request had been submitted and that it could take up to a week to be processedMs*** inquired about disconnection due to her point of sale concernsThe ViaSat representative informed Ms*** that early termination fees would apply if she disconnected and that she would be responsible for returning the ViaSat equipment, per the Customer AgreementWhen Ms*** disputed the early termination fees, she was correctly advised that ViaSat did not offer a grace periodMs*** ended the call and the account remained activeA credit of $was applied to Ms***’ account the same day
ViaSat’s Customer Advocate Team (CAT) received a call from Ms*** later the same day requesting disconnectionAt this time, the CAT representative advised Ms*** that they would need to read disclosures to her and that the early termination fees would be validMs*** decided not to disconnect her account that day and ended the call
On August 8, 2016, the payment method on Ms***’ account was successfully removed
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
In order to resolve this complaint, ViaSat will agree to waive Ms*** early termination fees in full, provided that she disconnects her service prior to September 4, Ms*** will be responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she will be charged unreturned equipment fees of $300.00, not including taxes, per the Customer AgreementViaSat will provide Ms*** with a *** box, free return shipping label, and illustrated instructions a week after her disconnection is processed
If Ms*** would like to move forward with the disconnection of her account, she may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### in reference to ticket no***
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention
The Customer Agreement, signed by Ms*** on November 7, and available at ***, advises that ViaSat does not provide a prorated refund for any prepaid fees regardless of when the service is disconnected
Our
records show ViaSat collected a payment of $for monthly services from Ms*** on September 12, On September 20, 2016, Ms*** called to advise that she would be disconnecting her account, and inquiring if the request could be scheduled for a later dateAt this time, she was correctly advised that ViaSat did not schedule account disconnections, and that she would have to call back on the date she no longer wanted serviceMs*** called back on September 30, 2016, at which time her account was disconnected, per her request
On October 26, 2016, Ms*** called regarding a refund for her unused servicesAt this time, she was incorrectly advised that she would receive one within to business days, and a refund request was escalatedAs ViaSat does not provide refunds for unused services, this refund request was denied on October 27,
Ms*** called back regarding the refund on November 9, 2016, at which time she was correctly informed that ViaSat did not refund for unused services
As resolution to this complaint, ViaSat will agree to refund Ms*** for her unused servicesOur calculations show this is a total amount of $A refund for this amount has been issued to her payment method as of November 10, Ms*** should be advised that it may take her three to five business days from the issue date for her to see the funds deposited into her account
Thank you for the opportunity to respond

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any issues she may have experienced The Customer Agreement signed by *** *** on December 7, 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. Additionally, the Customer Agreement authorizes ViaSat to automatically withdraw from *** *** payment method on file for ViaSat’s services Our records show that ViaSat attempted to collect *** *** monthly bill on May 28, 2016; however, this payment was unsuccessful. Therefore, on June 8, 2016, ViaSat suspended *** *** ViaSat account due to nonpayment On June 28, 2016, ViaSat charged *** *** an additional $in monthly services, bringing her total balance due to $*** *** contacted ViaSat the same day regarding the suspension of her ViaSat account until June 28, 2016, at which time she made a one-time payment of $and updated her payment methodViaSat collected a second payment of $from *** *** on June 30, 2016, bringing her account balance to zero On June 30, 2016, ViaSat received a call from *** *** for the second payment of $During her conversation with the ViaSat representative, *** *** was advised that at the time of her June 28, payment, she’d had a past due balance of $for the May and June monthly bills *** *** informed the representative that she did not believe she owed the additional payment of $as her account had been suspended when the June 28, monthly service fee had billed In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat agreed to refund *** *** the charge of $collected on June 30, This refund was submitted on July 14, 2016, and should be received by her within three to five business daysHowever, on July 18, ViaSat received a chargeback from *** *** bank leaving an outstanding balance of $due to the duplicate refunds she received Due to this, *** *** may contact ViaSat’s 24-Hour Customer Service department at 1-855-463-and make a onetime payment. Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat’s Data Allowance PolicyThe Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of
customers does not negatively impact the network performance of all 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 December 6, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files.Ms*** is currently receiving the Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis plan offers customers a 10GB monthly data allowance, and is ViaSat’s lowest-tiered planCustomers have the choice to transition their service plan to a package that better suits their needs, or purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soCustomers may also utilize ViaSat’s Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra costOur records show Ms*** contacted ViaSat on August 20, because she’d reached 75% of her usage five days after her usage had resetDuring this conversation, the ViaSat representative reminded Ms*** of the Data Allowance Policy and reviewed her high usage days and the network traffic categories her data had gone towardsMs*** was also provided with tips on how to monitor and manage her usage throughout the monthViaSat received further communication from Ms*** on August 25, 2015, at which time she advised that she’d reached 100% of her usage and requested a one-time slow speed removalThe ViaSat representative reviewed Ms*** usage with her, advising that it’d gone towards web browsing, marketplace (e.g., iTunes, Kindle, etc.), system updates, communications (e.g., email, audio/video chat, instant messaging, etc.), storage (e.g., cloud storage, online backup, etc.), social networking, media (e.g., Netflix, YouTube, etc.), file sharing (e.g., BitTorrent, P2P sharing, etc.), miscellaneous apps, and gamingThe ViaSat representative also advised Ms*** that her highest usage day for the month had been on August 16, 2015, during which her usage had gone towards software updates and marketplaces before providing her with 5GB of free additional data to normalize her speedsMs*** did not contact ViaSat again until January 8, During this conversation, Ms*** advised that she’d exceeded her monthly data allowance, and wanted to know where her data had goneAt this time, the ViaSat representative advised Ms*** that her data had gone towards web browsing, marketplaces, social networking, media, file sharing, gaming, miscellaneous apps, system updates, and communicationsFurther review of Ms*** data usage as of January 13, shows that her highest usage day for this current billing cycle (December 16, 2015-January 16, 2016) took place on December 19, On this day, the majority of Ms*** usage went towards media, marketplaces, web browsing, and communicationsIn order to protect our customers’ privacy, ViaSat is unable to provide a detailed data usage historyViaSat does not agree to issue Ms*** a refund for her services as she is actively using themHowever, in order to come to a resolution to this complaint, ViaSat will apply 5GB of free additional data on January 16, 2016, Ms*** usage reset dateMs*** should be advised that this additional data will not carry over to her next billing cycle if it is not usedIf Ms*** continues to experience issues with her usage we advise her to look into the programs that are running in the background of her devices, and to check her day to day activityThank 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 meI have not received the refund as mentioned by Viasat and is currently waiting for the refund to appear in my banking accountShould I not receive this refund within - business days as mentioned by Viasat, I will contact the Revdex.com to request further assistance in obtaining my refund
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I took a Liberty -plan.There were other plans available at a higher priceI could afford this plan at Breech of Contract
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by Mr*** on February 26, and available at exede.com/legal, advises that customers are responsible for returning
ViaSat’s modem and transceiver within days after their disconnectionFailure to return the leased equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions for the return of the equipment within a week after disconnectionViaSat does not ship the prepaid UPS box to customers prior to the disconnection of their account
Our records show Mr*** called ViaSat on October 11, because he was moving and wished to disconnect his Exede Voice serviceDuring this conversation, the ViaSat representative advised Mr*** that he had both Exede Internet and Voice service with ViaSat, and confirmed that Mr*** only wished to disconnect the Exede Voice service at that timePer Mr*** request, the Exede Voice service was removed from his account while the Exede Internet service remained active
ViaSat did not hear back from Mr*** until December 8, 2015, at which time he requested the disconnection of the Exede Internet serviceThe ViaSat representative reviewed the disconnection disclosures with MrDanielian, including the applicable early termination fees and that he was responsible for returning ViaSat’s modem and transceiver, before processing the disconnection request
Mr*** called again on December 14, because he had received the equipment return kit, but had already returned his equipmentAt this time, the ViaSat representative reviewed Mr*** account and incorrectly advised him that they saw evidence of his equipment being returned, and advised him to throw the equipment return kit awayWe apologize for any confusion this may have caused Mr*** to experience
As ViaSat had not, in fact, received Mr*** equipment, ViaSat charged him $on January 28, 2016; however, as Mr*** payment method had expired on January 4, 2016, no payment was collectedMr*** called ViaSat regarding the charge on February 8, 2016, at which time a request was put in to ViaSat’s Logistics Department for the equipment to be locatedOn February 11, 2016, it was determined that Mr*** equipment had not been returned to ViaSat
On February 15, 2016, the balance of $was sent to an outside collections agency
ViaSat received a call from Mr*** on April 5, because he had received notice from the collections agency regarding the balance dueDuring this conversation, Mr*** disputed the charge, advising that he had sent the equipment back in October The ViaSat representative reviewed Mr*** account, and accurately informed him that ViaSat had no record of his equipment being returnedMr*** was also reminded that his account had not been disconnected until December
When Mr*** described the equipment he’d returned, the representative advised him that he was not describing ViaSat’s equipment and asked for a tracking number for the box he’d sent in October so the matter could be further investigatedMr*** declined to provide a tracking numberThe ViaSat representative escalated an internal request to have the ViaSat equipment tracked and located, but advised Mr*** that the charge of $was valid until it was determined he had returned the equipment
On April 6, 2016, it was once again confirmed that ViaSat had no record of Mr*** returning ViaSat’s modem and transceiver
In order to come to a resolution regarding this complaint, and as a gesture of goodwill, ViaSat will have Mr*** account removed from collections with the balance due waivedThis request has been escalated as of April 6, Mr*** should be advised that it may take 7-business days for the request to be processedFor his records, this request was created as ticket no***
We apologize for any frustration Mr*** may have experiencedThank 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*** was responsible for returning ViaSat’s modem and transceiver within days after disconnection, or he would 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 delivery was attempted; however, Mr*** never receivedViaSat only sends the box and label as a courtesyViaSat charged Mr*** on January 30, when the equipment was not returnedThe total charge was $When ViaSat attempted to collect this payment it failed multiple timesOn April 28, the payment of $went through Mr*** received the box and label and sent the equipment back which ViaSat received on April ViaSat has credited back the account and issued a refund of the $back to the payment method today May 5, Mr*** will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for the 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 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 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 Ms*** on March 13, 2015, that speeds may vary and are not guaranteed.Ms*** contacted Viasat via online chat on November 8, because she was experiencing slow speedsThe representative advised Ms*** that she was over the GB threshold and that her service priority had been lowered on the network, per the Unlimited Data Policy.Ms*** called for help with slow speeds on November 8, 2017. The representative tested the speeds and acknowledged they were slow, but reminded Ms*** that she was over the GB threshold. Ms*** called back the same day regarding her speedsAfter troubleshooting, it was determined that the speeds when connected directly to the modem were within advertised range, but slow when using the wireless connectionMs*** asked to speak to a supervisor, and was transferred accordinglyThe Viasat supervisor set up a service call at no charge to investigate the cause of slow speeds for Ms***.The service call was completed at Ms*** residence on November 21, 2017. The technician noted that he did not find any problems with the installation or equipment. Ms*** called on November 21, to get help with slow speeds. The representative stated that Ms*** had exceeded her GB of data usage as the cause of the slower speeds. Ms*** contacted Viasat via online chat on March 12, to discuss disconnecting her serviceThe Viasat representative offered troubleshooting and a $off her bill per month for months, but Ms*** declined. Ms*** contacted Viasat again via online chat on March 13, for help with slow speedsThe Viasat representative advised Mr*** of troubleshooting steps, but Ms*** declined. As Ms*** was actively using the service, Viasat does not agree to provide her with a refund for five months of serviceHowever, as resolution to this complaint, Viasat is willing to refund $for two months of service back to her payment methodThis refund has been processed as of April 4, Ms*** should be informed that it may take three to five business days from the issue date for her to see the amount deposited into the account. Thank you for the opportunity to respond.