ViaSat, Inc.

Complaint: ***
I am rejecting this response because:Vista was also under contract to provide a serviceThey were repeatedly called and would disconnect phone calls in till after the warranty periodThen they would come out for a feeThis is a scam and extortion ring
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Because it does not contain accurate information. Unfortunately your resolution is unacceptablePreviously you indicated that mystatements provided to Exede had the data Exede needed blocked outThe information on the statements I sent addresses the only financial information pertinent to Exede, particularly since I am not requesting Exede to refund the NSF charges It clearly indicates on the statements that you received, two different transaction numbersOn page one the 109.47, transaction serial number ***, came out leaving a balance of On the second page the amount of 109.47, transaction serial number ***, came out leaving a balance of -Please note the information below that I have organized to make it simple for you to understandJune 13, 2016 109.47(Transaction #***) + (Transaction #***) =218.94June 30, 2016, my credit union reversed -109.47, leaving a $balance on my accountJuly 8, 2016, a credit (refund) of $paid the July payment, leaving a credit balance of -$This statement indicates the previous balance for June was unpaid. INVOICE# 17Statement Date 07/08/2016Invoice SummaryPrevious Balance $ 109.73Payments $ 0.00Refunds $ 111.48Current Charges and Fees $-11.51Taxes, Surcharges and Fees $ 9.76 June 11, 2016, Exede suspended my service.June 12, 2016, I paid to have my service restored with a Visa credit cardTherefore, my balance at this time should be -of which should be refunded to the Visa card used on July 12, and remain as a credit on my accountI spent many hours trying to fix this problem but your customer service is poor and inadequateHad one of the many agents I spoke with provided an e-mail or phone number to management this might have already been settled *** ***

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.

We never got any emails from them and we didn’t cancel the service and shouldn’t be charged for thatThey can do the and then if they would at least do half of the that would be okayPer ViaSat’s previous response, emails are sent directly to the customer as required through by the Digital Millennium Copyright ActThese emails were sent to the email address on file: ***@YAHOO.COMViaSat does not agree to refund the charge of $for the early termination fees back to Ms*** as the Acceptable Use Policy is advised to customers through the Customer Agreement and available at www.exede.com/legalIf Ms*** wishes to reconnect her ViaSat account she may do so and ViaSat will then agree to refund these chargesHowever, if Ms*** continues to be in violation of the Acceptable Usage Policy her new account could be terminated againMs*** may contact ViaSat’s 24-hour Customer Care at 855-463-and request the reconnection of her account per ticket ***Thank you

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

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

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,
*** ***

Thank you for bringing Ms*** complaint to our attention. The Customer Agreement signed by Mr*** ***, the account holder, on April 30, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the
sale. The Customer Agreement provided to each new customer, 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 term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Ms*** was responsible for returning Viasat’s modem and transceiver within days after disconnection, or she would be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it included return instructions.Our records indicate that Ms*** has two accounts with ViasatThe first account, number ***, has been disconnected, and is where the charge Ms*** is referring to was billedThe second account, number ***, is currently active, and has some billing in regards to this complaint. On May 16, 2018, Ms*** contacted Viasat in regards to account *** to request to disconnect the accountA Viasat representative assisted Ms*** in disconnecting the account and submitting a request for a waiver of early termination fees due to the account having been created in error. Unfortunately, due to a systematic error, the request was not processed as requestedWe apologize for any inconvenience this may have caused Ms***. On May 19, 2018, Ms*** contacted Viasat in regards to the billing for the above listed accountShe stated she was advised that she would be receiving credits to offset the first monthly billing, but had not yet received themThe Viasat representative confirmed that the credits were to be applied, and submitted the request to apply the credit of $to Ms*** accountThis credit was approved and applied as of May 25, 2018. On June 1, 2018, Ms*** billing generated in the amount of $for early termination fees that were incorrectly billedDue to there being no valid payment method on file, Viasat was unsuccessful in taking this amount, and it remained as a past due balance on Ms*** account. On June 2, 2018, Ms*** contacted Viasat in regards to her recent billingA Viasat representative advised that the billing was for early termination fees that had been incorrectly billed, and submitted a request for the amount to be waived, since no payment had been collectedThis request was approved and the waiver applied as of June 11, 2018. Between June 12, and June 27, 2018, Ms*** contacted Viasat several times in regards to a request for a refund of the $Ms*** stated that the amount had been charged to her, and was advised to fax in her banking statements to indicate this, as Viasat’s records did not show this to be trueAs of July 20, 2018, Viasat has received no transmissions from Mr***. On July 1, 2018, Ms*** billing generated in the amount of $for unreturned equipmentDue to a failed payment, Viasat has been unsuccessful in taking this payment, which then remained as a past due amount on Ms*** account. On July 3, 2018, Ms*** contacted Viasat in regards to the fees that she had been billed that she stated should not have been billedA Viasat representative assisted Ms*** with a review of her account, and advised that Viasat had not received any transmissions from her in regards to her requested refundThe Viasat representative also advised that Viasat’s systems had not recorded the return of Ms*** equipmentMs*** provided the Viasat representative with a tracking number, which did not provide any further information at the timeHowever, as a goodwill gesture, the Viasat representative agreed to submit a waiver for the $that had been billed to Ms*** accountThis was completed the same day. On Ms*** second account, number ***, Viasat’s records shows the following billing information.On May 12, 2018, Ms*** first monthly bill generated in the amount of $for services billed in advanceDue to a failed payment, Viasat was unable to collect this amount successfully until June 2, 2018. Ms*** billing then generated on June 12, 2018, her monthly billing cycle date, in the amount of $Due to an invalid payment method on file, Viasat was unable to successfully collect the amount due until June 29, 2018. At this time, Viasat feels that all appropriate actions have been taken regarding the $that was billed to Ms***As there was no payment taken, Viasat does not agree to provide a refund in that amount. In regards to the credit inquiries, the only time Viasat would have submitted a credit inquiry was at the inception of Ms*** newest account to verify Ms*** creditThere have been no other submissions to any credit agencies documented. If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/11) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service
term commitment, early termination fees for both the Exede Voice and Internet services, and that the service speeds may vary and are no guaranteedEach of these points is also addressed in the Customer Agreement signed by Ms*** on July 14, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfaction
The 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 customersPursuant 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 certain web pages and online applications will take significantly longer to load and some services will not be useableThe 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 filesCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost
Our review of Ms***'s account shows that she contacted ViaSat's Sales Department on July 13, to inquire about the serviceDuring this conversation, Ms*** advised that she used the internet primarily for web browsing and considered herself a light user of the internetBased on the information provided by Ms***, the ViaSat representative recommended ViaSat's Exede GB service plan at $a month, plus applicable taxesThe ViaSat representative also advised Ms*** that ViaSat offers download speeds up to Mbps and upload speeds up to MbpsMs*** advised she would think about it and call back if she wanted to move forward with ordering service
ViaSat's Sales Department received a second call from Ms*** the same day, at which point she moved forward with ordering serviceDuring this second conversation, the ViaSat representative advised Ms*** that she could transition her service plan at any time if she determined GB of monthly data would not meet her needsMs*** understood and moved forward with order ViaSat's Exede Internet and Voice servicesThe Exede Internet service was installed at Ms***'s home on July 14, 2015; Ms*** self-installed and provisioned the Exede Voice service on July 21,
ViaSat received a call from Ms*** on July 26, regarding the speed of her serviceAt this time, the ViaSat representative advised Ms*** that the more devices were connected to her network, the slower the speeds would beAs there was no indication on ViaSat's end that there were issues with the service equipment, the ViaSat representative also recommended that Ms*** run a full system scan on her computer to ensure there were no viruses and to have a cleperformed on her systemMs*** agreed to do so
On August 1, 2015, Ms*** exceeded her monthly data usage, with the majority of her usage going towards system updates, web browsing, and media (e.g., YouTube, Netflix, Spotify, etc.)Ms*** transitioned to ViaSat's Exede GB service plan the same dayMs*** called ViaSat on August 9, to disconnect her service, at which time she was offered a retention discount of $off of her bill per month for monthsMs*** accepted this offerCurrently, her account is still active
Regarding her issues with setting up her voicemail, our records show that she made a second call to ViaSat on August 9, for assistance; however, before the ViaSat representative could guide her through steps, the call dropped
ViaSat does not agree to waive Ms***'s Exede Internet early termination fees in full if she chooses to move forward with the disconnection of her accountIn order to come to a resolution to this complaint, however, ViaSat is willing to waive half of the charge, leaving Ms*** responsible for approximately $Ms*** will be responsible for the full amount of her Exede Voice early termination feesShe will also be 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 Agreement A UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
As Ms*** ported her number from AT&T for use with ViaSat's Exede Voice service, she will need to port it out to a new carrier prior to disconnecting her services with ViaSatIn order to have her number ported to her previous carrier, Ms*** will need to contact AT&T and request that they port the number over to their systemViaSat cannot make this request on Ms***'s behalf When ViaSat receives a request from AT&T to transfer Ms***'s phone number back to AT&T it should be completed within a few hours
When Ms*** is ready to move forward with the disconnection of her account, she *** contact ViaSat at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/08/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

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,
*** ***

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,
*** ***

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

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 they keep changing the detailsIf they recorded the conversations like they said they need to go back and listen to what I was told instead of what their representatives wrote downthey will find that the conversations do not match what they wrote in their reportsI was lied to from the beginning
Sincerely,
*** ***

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

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*** 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

Initial Business Response /* (1000, 5, 2015/11/09) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale all customers are advised of ViaSat's 24-month minimum service term agreement along with the
early termination fees should the account be disconnected prior to the month agreementEach of these points are also in the signed customer agreement from Ms*** on November 2, and available at exede.com/legalWe apologize that the service did not work for Ms*** and ViaSat agreed to waive half of the early termination fees which ViaSat did doMs*** was charged $for her half of the early termination feesViaSat takes this payment as a one-time charge and does not have the ability to make it $per month until it is paid off as that is not an optionIn order to arrive at a resolution ViaSat has issued a refund of $back to Ms*** today and she will see that refund within 3-business daysMs*** will want to make sure the equipment is returned within days of receiving the box in order to avoid a $charge to the payment methodThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once the equipment is secured by Viasat, I want to be sure that expectations for further charges regarding ETF or any other unforeseen contractual charges for this account will not be sought out in the future as well
Final Business Response /* (4000, 9, 2015/11/16) */
Thank you for bringing Ms***'s response to ViaSat's attentionAs stated in the previous response, Ms., *** will receive be receiving or may have already received a prepaid shipping label and box courtesy of UPSMs*** will need to follow the directions to make sure the necessary equipment is sent back in order to avoid any future charges to the accountShould the two pieces of required equipment not be sent back Ms*** will be charged $for each piece and those charges will go on the payment method that is on fileMs*** has days from the day she receives the box to send the equipment backViaSat did move forward with issuing Ms*** a refund for the charged early termination feesThank you for allowing ViaSat the opportunity to respond
Final Consumer Response /* (2000, 11, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once we receive the box and have someone available to climb upon the roof to take down the piece, we will be able to send back the product as requested with the exception that no withdrawal is made from my accountWe must receive the return packaging and postage as well as have someone who is able to climb on top of the house to remove the equipment as requestedProducts will be returned at that time

Complaint: ***
I am rejecting this response because:I am opening another complaint because during the last complaint Viasat promised to refund me $and that I would only be charged $for cancellationI was going to walk away and cut my losesToday Viasat hit my bank account for
$I called Viasat and spoke with a managerAt first she said that I was under contract to pay that amountIt was only after I told her that I had records of Viasat saying that I would only be paying $171.50, then she said she "found the notes"Viasat has now caused my account to be overdrawn and fees from my bank may applyIf so, I believe Viasat should be responsible for these fees because they did not stick to their wordI would also like the full $to be refundedI spent another hours today on the phone with both them and my bankI also have still not received the $credit to my bank account promised in the last complaint
Sincerely,
*** ***