ViaSat, Inc.

Initial Business Response /* (1000, 4, 2015/09/09) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have caused herViaSat records all their calls for quality assurance purposes and at the time of sale Ms*** was advised of the
correct promotion that she was getting along with the length of the discount, at no time was signing up with DirecTV discussedMs*** currently has a balance on the account of $due to ViaSat only receiving partial one time payments to the accountThe account balance is a valid amount owed due to the services being usedViaSat has compensated Ms*** a total of $since being installedMs***'s account will continued to be placed into a non-pay suspension until the full balance on the account is paidIn order to arrive at a resolution ViaSat is willing to let Ms*** out of contract should she wish to disconnect the account; however, the account balance will still be a valid amount owed by Ms***Thank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 6, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Wow- Still, under "oath"; Viasat liedI have NEVER received in credits!? I have received dollars on three separate occasions, due to service and management errorsI waited almost months for a phone adapter in the mail AND WAS PAYING FOR PHONE SERVICE I DIDN'T HAVE, and was "awarded" dollars, plus the cost of my telephone service when I brought it to a representative's attentionThe other dollars was yet another error on Viasat's part; error in management and finally the third dollars was the service interruption that was Viasat's management errorViasat, has been nothing but rude, crude, and unprofessional from the start, especially corporateIF Viasat, treats me any differently now that I have complained about who they REALLY are, that will do nothing but show the true colors of this companyI owe a bill, yesIs that really your defense? Is that the reasoning for your junk attitude towards me and the service that is less than mediocre? I have no other internet option out here in the country, or believe me, I would leave in a New York minuteAgain, Viasat should be thoroughly investigated for business ethics and serviceCorporate is the problem, they hire anybody that will fill a seatThey offer the floor nothing for ability, as, my one single response from the Viasat workers is " we aren't trained to be able to do that, I'm sorry, its corporate"....Please understand my frustration toward Viasat, as I have had TERRIBLE experiences since I signed up!! BUYER BEWARE! And by the way, if Viasat claims I have received dollars or whatever in credits, why would a person be awarded that kind of credit from a company?? Hmmm, could it be from lack of service, ethics or management errors? Thank you
Final Business Response /* (4000, 8, 2015/09/21) */
Thank you for bringing Ms***'s reply to ViaSat's attentionViaSat does show the following credits applied to the account
11/6/2014- $goodwill credit
11/15/2014- $credit for voice adapter issue
11/15/2014- $credit for voice adapter issue
12/5/2014- $credit for voice adapter issue
6/13/2015- $goodwill credit
6/26/2015- $goodwill credit
8/20/2015- $for free gigs of service
ViaSat apologizes for the issues that Ms*** experienced receiving the voice adapter for her phone serviceViaSat feels that Ms*** has been compensated fairlyThe current charges to the account are valid and will remain valid until they are paidAs stated in the first response if Ms*** feels that the service is not going to work for her ViaSat will waive the early termination fees; however, Ms*** will want to make the balance current to avoid any future suspensionsThank you for allowing ViaSat the opportunity to respond

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

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

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused ViaSat understands that Ms*** has been experiencing phone/internet issues and is unable to call into customer care to have the issues fixed ViaSat has placed an open
order with their phone experts to have someone reach Ms*** to correct the issuesShould Ms*** need an alternative phone number for technical issues she can contact Customer Care at ###-###-####Due to the inconvenience ViaSat has placed a refund of $back to Ms***’s payment method on file and she will see that refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Complaint:
I am rejecting this response because:I have called and spoken with numerous customer service representatives to explain to them that there is tablet in use, along with a cell phone used sometimes, and in no way can that explain the amount of high data usage in the amount of daysI use a cell phone for 30-days a month and do not even come close to 5GB of usageI need a COMPLETE breakdown of the data that is being used, along with the hours of usage, not just dates and percentages, before I will be completely satisfied with the closing of this complaintThe reason I have the 10GB plan is because that is TWICE the amount of data that I am allotted on my phone, which should be sufficient data for the entire monthI do not stream any TV shows or moviesMy son downloads games from the app store, which should only use about 1GB of data A MONTH, at mostUsing TimeWarner cable, doing the same amount of downloads/games and I was only using 8GB a month for over two years, now that I am unable to use TimeWarner Cable, I am forced into using Satellite internet which has been highly disappointing and I will never recommend the use of ViaSat to any person that asks about itThe customer service is poor, along with the servicePaying $a month for internet to use for 5-days at a time is not good business
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/09/11) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any confusion or frustration this situation may have caused
At the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 24-month
minimum service term commitment, early termination fees, equipment lease requirements, and certain limitationsEach of these points is also addressed in the Customer Agreement signed by Ms*** on September 6, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfaction
Ms*** chatted into ViaSat's Customer Service Department on September 09, to disconnect her accountThe Customer Agreement signed by Ms*** obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will applyCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
In order to bring this complaint to resolution, ViaSat will agree to disconnect Ms***'s account with waiver of the early termination feesHowever, ViaSat is unwilling to refund Ms*** for the monthly charges as she has utilized the servicesViaSat would like to offer Ms*** a free service call to have a technician remove the satellite dish as Ms*** requestedThe technician is not able to take the equipmentTherefore, Ms*** is responsible for returning ViaSat's modem and transceiver to ViaSat using the UPS box and free return label sent to Ms***If the equipment is not returned, Ms*** will be subject to an unreturned equipment fee of $300.00, not including taxes, per her contract
Ms*** may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX to move forward with the disconnection (with waiver of ETF's) and to have a service call created for removal of their ViaSat leased equipmentViaSat has included a copy of Ms***'s signed Customer Agreement for her review
Thank you for the opportunity to respond

Thank you for bringing Mr***’ complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedViaSat has identified that we are not providing services to Mr***; yet, we are willing to provide him with a refund for any charges incurred
However, ViaSat has no valid payment method on fileTherefore, Mr*** will need to submit chargeback requests directly to his bank or Credit Card Company and ViaSat will accept these chargebacksViaSat will also ensure that Mr***’ payment method is not associated with any active ViaSat account.Also, we are actively investigating this issue and taking action against the representative that submitted the order for the ViaSat servicesWe apologize for any issues this may have caused and will ensure this issue is addressed effective immediatelyThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/07/23) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion this situation may have caused
Ms***'s ViaSat account was established on December 7, at which time the Customer Agreement was
signedAn account cannot be established without the customer's electronic signatureOur records show Ms***'s electronic signature on the Customer Agreement dated December 7, We apologize for any misunderstanding regarding the electronic signature process
On January 4, Ms*** contacted ViaSat to request the disconnection of her ViaSat account; however, the disconnection was not processed as the disconnect disclosures were unable to be read to Ms***The Customer Agreement signed by MsMs*** obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will applyCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Currently, Ms*** has a past due balance of $which includes the past due balance of $119.50, and $for failure to return the leased TransceiverViaSat will agree to waive the balance of $for the past due balance; however, as Ms*** was responsible for the return of the leased transceiver, ViaSat is unwilling to waive the balance owed for failure to returnPer the customer agreement, Ms*** was responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label was delivered to her home address within a week after her disconnection, and it included illustrated instructions on what equipment she needed to return
If Ms*** needs additional shipping labels provided, please adviseAdditionally, if she would like to make a onetime payment for the transceiver please have her contact ViaSat's customer service department at X-XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 8, 2015/08/07) */
Duplicate Complaint Deleted see Below:
XXXXXXXXI have been having a problem with a company that I began doing business with when I signed a rental agreement for a home in ***, **.I wanted to get cable for my new rental and signed on with ***The fees for the cable company were too much and I had to pay off the company and cancel the cableAfter about months without cable, I started to seek a cheaper companyThere was a satellite dish on the rental, so I looked up the company and sought serviceThe company was EXEDE/WildBlue/ViaSat.I called and was immediately sent out a cable box and wire connectionsThe rental was already wired from the owners/previous tenants, so I needed no one to come out to the rentalThe first couple of months went well, but then I began receiving email notices from Exede/WildBlue/ViaSat that my data was 75%, 85%, and sometimes 95% used, and this would be about weeks after each monthly payment of $dollarsI contacted Exede/WildBlue/ViaSat to close my account and was told that I signed a contract with the company for a yearI stated that I had never signed a two year contract, and had just come into the rental property in the last yearI asked for a copy of the supposed contract and was given an email access address with a generic contract that had neither my signature on it nor any contractual authorization from meI decided to leave Exede/WildBlue/ViaSat and just go cold turkeyI was contacted by Exede/WildBlue/ViaSat to pay the remainder of the monthly fee of $60+, of which I paid halfAfterwards, I paid the remainder of the$60+ feeI was then sent a UPS box from the company to return the equipmentI sent the box and connections, but the company also wanted the dish parts, which are located on the roof of this two story rentalI am physically unable to climb ladders and therefore I sent back only those parts that were sent to me via mailAdditionally, I did not feel that it was fair for me to remove equipment from property that I do not ownNor did I thino
Product_Or_Service: Internet Services
Account_Number: XXXXXXXXX
DesiredSettlementID: Other (requires explanation)
I would like Exede/WildBlue/ViaSat to (1) not force me into a contract that was evidently started with the previous tenant/owner of the property I am temporarily renting; (2) take off past due total of $for services that I can prove (bank statements/company contract) were being secured by another cable/internet company since January 2015; (3)not threaten my credit report or place me in a collection agency for 281.50; (4) to accept information that was disregarded in phone call to company
$
Final Business Response /* (4000, 14, 2015/08/20) */
The letter supplied by Ms*** is dated from July 9, which was received prior to ViaSat agreeing to waive the past due balance of $At the time of installation, new equipment is installed at every customer locationCustomers are responsible for returning ViaSat's modem and transceiver after account disconnection or they will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementIn order to bring this complaint to a resolution, ViaSat would like to offer Ms*** a free service call to have a technician remove the satellite dish as Ms*** requestedThe technician is not able to take the equipmentTherefore, Ms*** is responsible for returning ViaSat's modem and transceiver to ViaSat using the UPS box and free return label sent to Ms***ViaSat will send Mr*** an additional UPS box with prepaid labels to ship this equipment backPlease have Ms*** call ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXXThank you!
Final Consumer Response /* (2000, 16, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
First, I thank Revdex.com very, very much for assisting meYour overall mediation helped me to understand ViaSat's position and hopefully helped ViaSat understand mine as a consumerAs stated in the initial complaint, I felt Revdex.com was the best route to resolve this ongoing problem that we could not resolve togetherI learned about Revdex.com as a teenager and I still utilize its strong influence todayViaSat will waive the charges as well as send someone out to retrieve the equipment off the second story rental for an affordable fee of $I made the appointment today, and the service person is scheduled to come out on Tuesday; ViaSat also sent a UPS ticket to return the transmitterThank you againWhat a relief!

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

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

Thank you for bringing Ms*** response to ViaSat’s attentionWe apologize that Ms*** is dissatisfied with the servicesViaSat offers hour customer service should Ms*** need assistance with her serviceMs*** can contact ###-###-#### anytime for assistanceViaSat stands by its previous response and will not be waiving the early termination fees from this account as the services were used and working the way they should beShould Ms*** wish to disconnect the charges will be valid to the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused her At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment and the early termination feesEach of
these points are also addressed in the customer agreement signed by Ms*** on March 14, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionDue 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 equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12:AM, local time, but may vary depending on the area. Customers are also advised that use of multiple devices with our service may result in slower speedsIn order to arrive at a resolution ViaSat has waived the early termination fees from the accountMs*** will want to make sure the equipment is sent back using the prepaid shipping label and box that she will receive courtesy of UPS Thank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Mr***’ response to our attention. As previously stated, on May 9, 2018, a request was placed to remove Mr*** from collections, and was successfully processedOnce the request is placed, the process can take up to business days to fully remove a customer from the collection’s records. Viasat has been in communication with *** *** *** *** the authorized outside collections agency in possession of Mr***’ account, in regards to this issue, and has sent confirmation of his zero balance to them as of June 8, 2018. If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care at 1-855-463-9333.Thank you for the opportunity to respond

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

Thank you for bringing Ms*** complaint to our attention.Ms*** ordered Viasat’s Unlimited Bronze plan at $a month plus applicable taxes, a $a month equipment lease fee, and Viasat’s EasyCare service program at $a month on May 19th As service was ordered during a
promotional period, Ms*** was given a discount of $off the internet and $off the EasyCare program for the first months of billing.The Customer Agreement provided to each new customer, and signed by Ms*** on May 21, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term. Ms*** contacted Viasat on June 12, to get information about the status of an upgrade she was looking to do for her service plan for a lower price than she was currently payingThe Viasat representative informed Ms*** that the higher data plan at a lower price was not approved by the supervisor that had reviewed the requestAs a result, Ms*** was offered a waiver of early termination fees if she chose to disconnect her Viasat services. Ms*** contacted Viasat on June 18, to disconnect her servicesThe Viasat representative offered a service call at no charge to recover Ms*** leased equipmentThe Viasat representative read Ms*** the disconnection disclosures, set up the service call, and processed the disconnect request during the callAs per a prior conversation that Ms*** had relating to the early termination fees that were in the disclosures, those fees were waived as well. A Viasat service technician went to Ms*** residence on June 21, to retrieve the leased equipment for herAccording to the work order records, the technician gave Ms*** the transceiver to return to Viasat and removed the satellite dish from her property. As a resolution to this complaint, Viasat has issued a refund to Ms*** payment method on file on July 12, for $as she stated the service was not able to be used. Please allow to business days for this refund to show on bank statements. Thank you for the opportunity to respond.

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any confusion surrounding the current plans available in his area Mr*** contacted ViaSat’s customer service department on March 10, to discuss the availability of the promotional offer listed on
Exede.comDuring his conversation with the ViaSat representative, Mr*** was advised that this promotional offer is only available in select locations and his location is not one of themMr*** disputed this information and requested that his issue be escalated to our corporate offices On March 10, 2016, Mr*** spoke with a corporate representative of ViaSat who informed him that this promotional offer although available in select areas is not available in hisHowever, as a gesture of good faith, the ViaSat representative credited his account $off for monthsMr*** accepted this offerThe availability of all ViaSat’s Exede service plans varies by regionCurrently, ViaSat’s Liberty promotional plan is only available in specific areas and to new customers onlyThere is no defined timeline for when this promotional plan will be available in additional areasMr*** was advised of this by a ViaSat representative during a conversation on March 10, Please note, upon the expiration of a promotional period, the plan price will increase to the standard non-promotional priceGiven this information; ViaSat does not feel that any additional action is requiredViaSat bases promotions on availability in specific areas and is not available at all times to new customersWe apologize that this offer was not available to Mr*** at the time of activation Thank you for the opportunity to respond

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

Initial Business Response /* (1000, 5, 2015/07/22) */
Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat is a paperless company and does not send paper statements to customersCustomers may access their billing
statements via their MyExede account on the day the bill generates which for Ms*** will be the 24th of each monthCustomers will receive their electronic bill presentment via email on the actual bill run which is the 24th of each monthThe electronic charge day is the 24th as wellViaSat requests that a customer leave a payment method on file so that each month the bill will automatically withdrawal from that accountThe customer can choose to call in each month to make one time payments if they wish not to have a payment method on fileMs*** agreed to these terms when she signed the customer agreement on March 8, If Ms*** wishes to disconnect the account there will be a charge of $for each remaining month left in her contractThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 9, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company has not responded to my request of proof that their billing procedures are stated in the contractI have also attached a screen shot of $amount due on 7/24/and they still took money out of my account before I ever received a statement
Final Consumer Response /* (4200, 13, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated in my earlier responseI have read the contract and no where do I see where it says that the invoice will be emailed on the same day that the money is taken from my accountThis is what I'm wanting Viasat to point out to me in the contract since I do not see that in the initial contract that I already have on file and have readCan Viasat show me where in the contract it says that the invoice will be emailed on the same day as the money will be taken out of my account? I also sent a screen shot of last months billing showing that the money was taken out of my account long before I even received the emailed reminder stating that money was due
Final Business Response /* (4000, 15, 2015/08/05) */
Thank you for bringing Ms*** response to ViaSat's attentionMs*** can always log into her MyExede portal to view her bill once the bill generatesWe apologize if Ms*** feels the bill date does not give her enough time to viewAs stated in the previous response ViaSat is a paperless company and requests that a payment method remain on file at all times however, Ms*** can choose to remove the payment method and call in each month to make one-time payments to the accountWe apologize if Ms*** feels these points were not communicated to her satisfaction at the point of saleThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because: The company did not offer any assistance to the dissatisfaction of serviceThe representative provided advertisement about the speed of the online serviceThe details provided by the variables of disturbances to online speeds is there are many claims against the unethical practices of Exede ranging as far as poor customer service to advertisementIn the customer agreement states written notice is the only way for termination of service, I provided a written notice and have not received a response so I took it to the Revdex.comThe agreement was signed on a mobile phone and the terms and conditions were not explained which caused Mrs*** to be misinformedThe company has a conflict of interest and is only interested in sales and not the customer, which is why the customer coerced Mrs*** to sign and offer her more products (i.etv bundle)The least the company can do is waive the termination feesIt's unfortunate to see that a company can still be operating business with numerous customer complaints and some very much interested in lawsuits.
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,
*** ***