ViaSat, Inc.

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused On April 16, 2016, *** *** created a new account as he was moving to a new location. At the time a customer chooses to move their
services, a new 24-month Customer Agreement is requiredThis is advised to each customer at the time of the new connectAdditionally, the Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Our records show *** ***’s electronic signature on the Customer Agreement dated April 25, *** *** contacted ViaSat on August 2, 2017, to request the disconnection of his ViaSat account as he had alternate services During this conversation, *** *** was educated on the disconnection process including the leased equipment return policy, and the early termination feesSubsequently, on August 28, 2017, ViaSat collected $from *** *** for the early termination fees Given this information, ViaSat does not agree to refund any charges collected for the early termination of his ViaSat account as these charges are valid. As MsGordon has returned his leased ViaSat equipment, no further charges shall occur on his account Thank you for the opportunity to respond.

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Our review of Ms***’s account shows that she contacted *** on January 23, to order *** service bundled with ViaSat’s internet serviceAt the
time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance PolicyEach of these points is further addressed in ViaSat’s Customer AgreementPurchasing ViaSat’s service with *** does not bundle the billingViaSat and *** handle customer billing for their own services; therefore, Ms*** is being billed separately by ViaSat for Exede Internet service The *** sales agent was required to make Ms*** aware of these pointsWe apologize these points were not communicated to Ms***’s satisfaction at the point of sale
The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show Ms***’s electronic signature on the Customer Agreement dated January 26,
Ms*** contacted ViaSat on January 27, to request disconnection, advising that she felt she had not been fully informed at the point of saleAt this time, Ms*** was informed that she would be charged early termination fees if she chose to disconnect, per the Customer AgreementWhen Ms*** advised that she had not been on site during the installation, she was advised that she had given the person on site authorization to accept the service installation and sign documents on her behalfMs*** was also advised that ViaSat sent confirmation emails to customers prior to the installation of the service, which advised them of details about the service, including the Customer AgreementMs*** requested to speak to a supervisor, at which time her call was transferred accordingly
During her conversation with the ViaSat supervisor, Ms*** once again advised that she felt she had been not fully informed at the point of saleAt this time, the ViaSat supervisor informed Ms*** that ViaSat did not provide a grace period for the service, and that early termination fees would apply if she disconnectedMs*** chose not to disconnect her account at this time
ViaSat received another call from Ms*** the same day, once again disputing the early termination feesAt this time, she was transferred to a supervisor for further assistance, and a request to have the sales call reviewed was submitted
On January 28, 2017, ViaSat collected a payment of $from Ms*** for her monthly service fees, plus prorated charges based on her service installation date
As resolution to this complaint, and in consideration of her short term as a ViaSat subscriber, ViaSat will agree to waive Ms***’s early termination fees in full if she disconnects prior to February 28, Ms*** is responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A *** box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions
If she would like to move forward with the disconnection of her account, Ms*** may contact ViaSat’s 24-hour Customer Service Department at *** in reference to ticket no***
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I recently filed a complaint and ViaSat offered me a month freeSo instead of applying it automatically, my fiancé had to call after our internet had been shut offThe first associate was pleasant and helpful, transferred him to a supervisor who hung up on himThen he called again and was given a completely different answer, he asked to speak to a supervisor again and was put on hold for an extremely long amount of time, to then have a supervisor give him the run around and put him on another long holdThe entire process took over hoursThis is unacceptable and poor customer service to get what was promised is not fairThe supervisor that he finally spoke to was rude and hung up on him without even making sure our service had been restored.Better customer service, empathy and make something that that was offered not be such hoop to jump throughI feel that as this was such a nightmare and as of right now we still do not have internet even though our account is up to date, we should automatically have another month freeAlso a written apology from the supervisor named *** who was rude and hung up on my fiancé
Sincerely,
*** ***

As stated in our previous reply, on January 4, ViaSat again escalated Mr*** account to our Network Operations CenterViaSat’s Network Operations Center switched Mr*** account to a different carrier and updated the modem due to the packet loss issues he was experiencingOn January 4, speed tests were performed and Mr*** was receiving download and uploadMr*** may contact ViaSat’s customer service department if the issue persist and he needs further assistanceAt this time, ViaSat believes that this issue has been resolved per the escalation to our Network Operations Center, modem replacement, and the credits applied to his accountThank You

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are advised of ViaSat’s 24-month minimum service term agreement and the early termination fees should the account be disconnected prior to
the monthsEach of these points are also addressed in the customer agreement signed by Mr*** on April 23, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionMr*** was charged $for early termination feesThe account was disconnected months prior to the month agreement date In order to arrive at a resolution ViaSat has agreed to remove the charge of $from the accountMr*** now has a $balance on the account Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat.At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees, and auto-billingEach of these points is further
addressed in ViaSat’s Customer AgreementAll ViaSat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Mr*** at the point of sale
The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show Mr***’s electronic signature on the Customer Agreement dated May 24,
On May 28, 2016, ViaSat attempted to collect a payment of $from Mr*** for his monthly service fees, but the payment failedSubsequently, on June 8, 2016, the account was suspended for nonpaymentA successful one-time payment for the amount was made by Mr*** the same day
ViaSat charged Mr*** for monthly service again on June 28, in the amount of $70.68; once again, the payment failed and the account was suspended on July 8,
On August 10, 2016, Mr*** called ViaSat to disconnect, stating that he had not been informed of ViaSat’s automatic billing process or ViaSat’s 24-month minimum service termHe also informed the representative that he had attempted to discuss his concerns with the authorized dealer he had purchased service through, but had been unsuccessfulAt this time, a request to have the matter reviewed was escalatedOn August 18, 2016, Mr***’s complaint was further escalated to the dealer for reviewThe dealer responded to ViaSat’s inquiry on August 29, 2016, and advised that Mr*** had been informed of all points at the time of sale
Mr*** contacted ViaSat on September 1, regarding the balance due and the status of the accountAt this time, Mr*** was informed that his account had been suspended for nonpayment of serviceAs Mr*** wanted to disconnect the account with no early termination fees, he requested to speak to a supervisor
During his conversation with the ViaSat supervisor, Mr*** was informed of the results of ViaSat’s investigation, at which time he ended the conversation
On November 3, 2016, Mr***’s account was disconnected for nonpayment of service; subsequently, on November 28, 2016, ViaSat charged him an additional $in early termination feesThis payment failed and was added to the balance due, creating a total amount owed of $
The account was sent to outside collections on December 28, Mr*** called the same day regarding the early termination feesAt this time, the ViaSat representative escalated Mr***’s early termination fee waiver request to a supervisor, who determined the charge was validViaSat received another call from Mr*** on January 6, 2017, at which time the collections balance was discussed
As resolution to this complaint, ViaSat will agree to waive Mr***’s early termination fees of $in full; however, Mr*** is responsible for resolving the balance due of $charged on June 28, He may make this payment either directly through ViaSat or via the collections agency
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/11/06) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat records all calls for quality assurance purposes and was able to locate and listen to all the calls from Mrand
Ms***As advised in the phone calls ViaSat does not offer an unlimited service for $a month, we apologize if Mror Ms*** was explained this by the dealer at the time of saleIn order to rectify the situation ViaSat has issued Mrand Ms*** a refund of $to start, along with that ViaSat has bumped Mrand Ms*** to the highest package in their area which is the Liberty valued at $a month and placed $worth of credits to the account which is $off a month for months and $off for monthsViaSat feels this was beyond a fair resolution to the situationAt this time the account is currently suspended as there is a current bill due on the account in the amount of $for the months of September and October that went unpaidThe credits that were applied to the account will start this current month of November but Mrand Ms*** are currently responsible for the amount dueViaSat does not agree to waive any early termination fees from this accountShould Mror Ms*** wish to disconnect the account the early termination fees will be validThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unethical Business Tactics, had we known that Exede did not offer that which we signed up under, we would have never agreed to have this serviceFurthermore, I as a customer am owed some money to the amount of $49.99.I was told by *** (Exede Corporate ***)that this would be credited back to my accountThis is stemming from a debit against my account on September 24,To date,no such funds have been credited to my accountLastly, whenever I have called any numbers pertaining to Exede, I get hung up on prior to speaking to a live personAs for the balance due, that is not the correct amount.As we were supposed to have a free month due to other related issues.The previosly related issues mentioned are prime examples of the unethical tactics employed by this companyThese credits they speak of have no weight to their validity due to the fact
of the evidence of the business tactics employedAs for the balance, we were told by a member of *** *** we would be getting a free monthThe balance due is not valid.Exede might has well refer this matter
to Collections, do it quickly and immediately
This debt is not validWhen my Attorney gets
notified legal action will ensue
Final Business Response /* (4000, 9, 2015/11/12) */
Thank you for bringing Mr***'s response to ViaSat's attentionAs stated in the previous response ViaSat did issue a refund of $back to Mr*** on October 14, to the payment method he had on fileMr*** will want to check with that bank or credit card company around that time frame and he will see the refundShould Mr*** fail to see the refund he will need to fax over a rolling bank statement from the bank or credit card company from that time frame showing that there was no refund issuedMr*** can fax that information to XXX-XXX-XXXXThe current balance is due for the months of September and October and are valid chargesViaSat did add he credits to the account as promised in the amount of $which will start this month of November; however, Mr*** is still currently responsible for the months that are dueWe apologize for any inconvenience this *** have causedThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** rebuttal to our attention.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 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 issued a refund to Ms*** payment method on file on July 12, for $68.66. The refund was applied to Ms*** *** *** card ending in ***. Ms*** is advised to inquire with the issuing bank to assure that it has posted on her account. On July 19, 2018, Viasat resent the equipment return boxes and pre-paid UPS return labels to Ms*** residence at *** *** *** *** *** ** *** If Ms*** would like to contact our hour customer service line to check on the status of the shipment, she may call, at 1-855-463-9333, and reference ticket number ***. Thank you for the opportunity to respond.

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement, signed by Ms*** on November 25, and available at exede.com/legal, advises that customers are responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to return
the equipment within this timeframe will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a UPS box, free shipping label, and illustrated instructions within a week after disconnectionAny request for a technician’s assistance in uninstalling the equipment is associated with a standard $service call fee if a customer does not have the EasyCare program. Ms*** contacted Viasat on April 7, to disconnect her satellite internet service. The Viasat representative explained the early termination fees and requirement to return the leased equipment prior to disconnecting the account. Viasat was notified on May 9, that Ms*** had not returned the equipmentSubsequently, on May 16, 2018, Ms*** was charged $in unreturned equipment fees. Ms*** contacted Viasat the same day regarding the charge, and advised that she had not received the equipment return kit from Viasat to return the equipmentThe Viasat representative offered a free service call to remove the equipment from Ms*** property and the offer was acceptedMs*** asked to speak to a supervisor and the call was transferred to oneMr*** expressed dissatisfaction regarding the charge to her account, and was advised that a refund could not be provided for the charge until the leased equipment was returned. A Viasat technician went to Ms*** property on May 17, 2018, at which time he uninstalled the equipment and delivered it to Ms*** so she could return it to Viasat. Viasat was notified on June 5, that Ms*** had returned the equipmentSubsequently, on June 6, 2018, Ms*** was refunded $to the payment method on file. Ms*** should expect to see the refund in to business days from the issue dateAt this time, Viasat feels that Ms*** issue has been fully resolved. Thank you for the opportunity to respond.

Complaint: ***
I am rejecting this response because: What Via Stat is true, they fail to mention that yes they did give us extra data allowance because we did indeed run over which was further rectified by upgrading to the more expensive plan which again did now work adequately for me to view my on-line college lectures even when data was not an issue. I will note, we were unable to streamline even with full data. How many times did we need to call to have the system "rebooted" which had nothing to do with the data allowance. As far a breach contract, yes I did because I felt ViaStat breached their contract to me first
Sincerely,
*** ***

Thank you for bringing Ms***’ complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Ms*** was receiving ViaSat’s Liberty GB + service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $
monthly EasyCare feeThis service plan provides GB of monthly priority data; download speeds up to Mbps; upload speeds up to Mbps; and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets
At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance PolicyEach of these points is further addressed in ViaSat’s Customer Agreement signed by Ms*** on July 25, and also available at ***We apologize if Ms*** feels these points were not communicated to her satisfactionWhile customers can engage in the activities described in the plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), their activities are limited by the monthly data allowance of the plan they have purchased, pursuant to the Data Allowance Policy
Our records show Ms*** called ViaSat on August 9, to disconnect her account because she was dissatisfied with the service and her data planAt this time, the ViaSat representative offered Ms*** a discount of $off per month for months if she would retain service, but Ms*** declinedWhen Ms*** was reminded of her signed Customer Agreement and the early termination fees, she requested to speak to a supervisor to see if they could be waivedUnfortunately, no supervisor was available at this time; Ms*** accepted an offer to have a supervisor call her back, and her account remained active
Ms*** called back on October 10, 2016, at which time her call was transferred to a supervisor, per her requestDuring this conversation, Ms*** was advised that the early termination fees would be valid if she disconnected her account, per the Customer AgreementHer account was not disconnected at this time
On August 28, 2016, ViaSat charged Ms*** $for monthly service, but the payment failedOn August 29, 2016, her account was disconnected, per her request, at which time she was advised that she would be responsible for the early termination fees and the balance due
On September 28, 2016, ViaSat charged Ms*** $in early termination feesThis payment also failed, creating a total balance due of $Ms*** called regarding this amount on October 13, 2016, at which time she was advised that the balance was valid
ViaSat’s Consumer Affairs Department received an email from Ms*** regarding her early termination fee dispute on October 14, In response, she was once again advised that the total balance due was validHer account was sent to outside collections on October 17,
As resolution to this complaint, ViaSat will agree to waive the failed monthly service payment of $75.58, as well as half of Ms***’ early termination feesThis will leave her responsible for a balance due of $
ViaSat has escalated a request to have $removed from the collections balance as of October 18,
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/18) */
Thank you bringing Ms***' complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat's Customer Service Department on October 13, to request a new modem as
her modem was no longer workingDuring her conversation with ViaSat's customer service representative Ms*** was advised that a replacement modem would be $Due to this, Ms*** declined the offer to send a technician to her home to have the modem replacedBecause of this, the customer service representative offered as a gesture of good faith to create a ticket to determine whether or not the fee for a new modem could be reducedMs*** was advised to contact ViaSat's customer service department in business days to confirm whether not this reduction was approvedViaSat did not receive contact from Ms*** again until August
On August 12, Ms*** contacted ViaSat's Customer Service Department to discuss the disconnection of her ViaSat servicesViaSat's customer service representative offered $off for months and the opportunity to have a service call to replace their modem at a discounted priceAfter further discussion, a service call was created for Ms*** at no cost and completed on August 14, Ms*** was advised if she was charged for a new modem ViaSat was willing to reimburse her for this chargeAdditionally, Ms*** was advised that $off per month for months would be applied to her accountHowever, due to an error, these credits were not applied to her accountWe apologize for any confusion this situation has caused
As of today, September 18, 2015, the $off per month for months has been applied to Ms***' account along with a $goodwill credit and a $goodwill creditViaSat is unwilling to refund Ms*** all charges collected between the October 13, call and the August 12, call as Ms*** was advised to call back into care to determine the judgment on the request for a discount for a new modemHowever, as a gesture of good faith, ViaSat is willing to refund half of these charges in the amount of $This refund has been issued to Ms***' payment method on file and should be received by her within three to five business daysShould Ms*** not receive the refund within this time frame, please have her advise
Again, we apologize for the confusion surrounding this situation and thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viasat's reasoning for not refunding the full amount that I requested is because they claim that I was "advised to call back into care to determine the judgment on the request for a discount for a new modem." However, during the October 13, call I was informed that I would receive a call from Viasat regarding this decisionI updated my phone number at that time to ensure that the company had my correct contact informationDuring the August 12, call I was informed by a Viasat representative that the "note" for the October 13, call and my updated contact information was entered "late" which resulted in the company calling a disconnected numberThis is contradictory to Viasat's reasoning for refusing my full refund Not to mention my internet service was supposed to be suspended in the interim while a decision was being reached
Furthermore, Viasat has failed to address the concerns regarding the inconsistent promises that were made to me by numerous Viasat employeesAside from the money spent, each one of these phone calls was over an hour long, with the longest call being 3+hoursIn my last call to Viasat I was also informed that the free service call I received was not given to me as a courtesy for my trouble, but a benefit of being a "loyal customer" and that I was supposed to receive one free call per year I was required to pay $at the time of the call because the technician said that the dish would need to be reinstalled as it was not properly installedHowever, this should not have been my responsibility as this dish was installed originally by Viasat when I upgraded my service to Exede years ago
Final Business Response /* (4000, 9, 2015/10/07) */
Per ViaSat's previous reply, ViaSat did review the calls associated with Ms***' claimIn October she was advised to call back to confirm the outcome of the request for a goodwill creditAgain, Ms*** did not contact ViaSat again until August Additionally, per our previous reply, Ms*** was issued a refund of half the fees collected between October and August ViaSat believes that Ms*** did have responsibility to contact ViaSat should her issue had not been resolved to her standards As advised during her August 12, call, if any fees were assessed during her service call ViaSat was willing to issue a refund for the charges collected If Ms*** could provide documentation showing the $fee was paid to a certified ViaSat technician, ViaSat will agree to also refund this chargeThank you

Initial Business Response /* (1000, 5, 2015/07/20) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this *** have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum term commitment,
and the early termination feesEach of these points are also addressed in the customer agreement signed by Mr*** on June 27, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionViaSat does record all calls for quality assurance, so ViaSat has requested to have the original sales call pulledOnce ViaSat receives the call and reviews it we will follow up with Mr*** via another response to the Revdex.comThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate them responding back so quickly, but I still never signed a contract and the issue is still not resolvedViasat should have known that when I told them we used Netflix and a great deal of social media that this contract was not the right one for meTheir service worked fine, but the fact that it was not clearly stated that I would cap out after gigs, a total of movies on Netflix, should have been disclosed from the beginningOnce again, all I ask is that they terminate the contract with no cancellation fees included
Final Business Response /* (4000, 10, 2015/07/28) */
Thank you for allowing ViaSat the opportunity to review the sales callAfter reviewing the sales call ViaSat has found that Mr*** was not informed of the GB allowance each monthMr*** also stated that he used the services for NetFlix and Social MediaWe apologize for any inconvenience this *** have causedIn order to arrive at a resolution ViaSat has waived the early termination fees from the acountThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/08) */
Thank you for bringing Mrs***'s complaint to ViaSat's attentionWe apologize for any misunderstanding regarding the billing process for ViaSat's service
The Customer Agreement signed by Mrs*** on August 20, 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
Section of the Customer Agreement authorizes ViaSat to automatically withdraw from Mrs*** payment method on file for ViaSat's servicesOn August 25, ViaSat received a call from Mr*** regarding the automatic payment of $collected on August 25, During his conversation with ViaSat's customer service representative, Mr*** was advised that this payment was valid per the Customer Agreement and that ViaSat bills a month in advanceMr*** requested that their monthly payment collection date be changed to the 28th, this change was completed; however, the payment had already been collected
ViaSat received contact again from Mr*** again on August During his conversation, Mr*** requested that his account be disconnected due to the payments being collected on the due date and that they would not be receiving a refund for the monthly paymentPer his request, Mr***'s account was disconnected
If Mr*** wishes to reconnect his account he *** do so by calling ViaSat's customer service department at XXX-XXX-XXXX and referencing ticket XXXXXXXXHowever, Mr*** will not be refunded for the previous monthly charge collectedWe believe this is a validate resolution as Mr*** had requested to disconnect his account on August 28,
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, the responding info is incorrect based on poor customer service
Final Business Response /* (4000, 9, 2015/09/22) */
We apologize for Mr***'s dissatisfaction in ViaSat's previous replyPer ViaSat's previous reply, Mr*** does have the option to reconnect his ViaSat account by referencing ticket XXXXXXXXViaSat believes this complaint has been resolved per our previous replyThank you!

Thank you for bringing Ms*** rebuttal to our attentionOur review of her usage during her December 16, 2015-January 16, billing cycle shows that her usage went towards web browsing, marketplaces, media, social networking, communications, system/software updates, storage, miscellaneous apps, file sharing, and gaming. She consumed the most data on December 16, for media, marketplaces, web browsing, and communicationsAs previously stated, in order to protect our customers’ privacy, ViaSat is unable to provide a detailed data usage historyTherefore, we will not be able to fulfill Ms*** requestWe apologize for any inconvenience this may have caused her to experienceAs of January 16, 2016, ViaSat has provided Ms*** with 5GB of additional data for the month, giving her a total of 15GB of data for this billing periodOur review of Ms*** account as of January 18, shows that she has used 1GB out of the 15GB allotment for web browsing, marketplaces, media, and storageThe majority of this usage was consumed on January 17, Once again, we recommend that Ms*** 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

Thank you for bringing Mr*** complaint to our attention. Mr*** was currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease fee and a $monthly EasyCare feeThe Unlimited Data Bronze
service plan provides unlimited data usage at regular speeds up to MbpsAs Mr*** ordered service during a promotional period, he was receiving a discount of $off his bill per month for the first three months, and the EasyCare program at no charge for the same length of time. Our records show Mr*** purchased Viasat’s Unlimited Data Bronze Mbps service plan through an authorized Viasat dealerAll Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Mr*** at the point of sale. The Customer Agreement provided to each new customer, and signed by David Fuller on December 10, 2017, 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. Our records show that Mr*** contacted Viasat on January 11, inquiring about his billThe Viasat representative advised Mr*** that his bill would be approximately $plus taxes. On January 12, 2018, Mr*** was charged $in monthly service feesMr*** contacted Viasat on March 13, regarding this chargeThe Viasat representative advised Mr*** that his promotional discounts had expired Mr*** stated that he was told by the dealer that he would be charged $per month and that his minimum service term was months instead of Viasat’s standard months Mr*** contacted Viasat a second time the same day and requested to speak to a supervisor regarding his billing and point of sale concernsDuring this conversation, Mr*** was reminded of the welcome email customers receive prior to the installation of serviceMr*** advised the Viasat representative that he never received the email. Mr*** contacted Viasat on April 2, stating that his service was not workingThe Viasat representative verified that Mr*** modem was offline and was not able to get the modem back online after troubleshootingThe Viasat representative ordered a service call and advised Mr*** that the Viasat dealer would be contacting him to schedule the service call. Mr*** contacted Viasat on April 7, stating that he has been trying to get in contact with the dealer to schedule his service call since April 3, At this time, the Viasat representative escalated the matter internally for reviewMr*** contacted Viasat again on April 9, because his service call had not yt been fulfilledAt this time the Viasat representative requested a sales channel change to change the service call responsibility for Mr*** account to Viasat so the account can be serviced by Viasat directlyThe sales channel change was processed on the same day. Mr*** contacted Viasat on April 12, and requested to speak to a Viasat supervisor without explaining why he was making this requestThe Viasat representative advised Mr*** that a Viasat supervisor will be contacting him. As a resolution to this complaint, Viasat has agreed to waive early termination fees upon Mr*** disconnectionMr*** can call into Viasat’s 24-hour Customer Service Department in reference to ticket #*** to have these fees waived. Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention.The Customer Agreement signed by Mr*** *** 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. Our records show Mr
*** is currently receiving Viasat’s Unlimited Data Gold service plan at $a month, plus Viasat’s EasyCare service at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Gold service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at HD quality or 720p.On June 7, 2018, Mr*** contacted Viasat in regards to his monthly billing, set to generate the next dayA Viasat representative advised Mr*** that though the actual amount of the billing wouldn’t be known until the bill generated, they estimated that the bill would be approximately $plus any taxes and feesThis estimate did not include a pending credit of $or any payments that would be madeThe Viasat representative also advised Mr*** that his billing was approximately $plus any taxes or fees, however, since there was a past due amount of $on the account, it would add to the amount due the following day.On June 8, 2018, two payments of $were processed through Mr*** online customer portalDue to this, the billing that generated on the same day came to a credit balance of $28.77. On June 12, 2018, Mr*** contacted Viasat multiple times in regards to the two payments that were madeA Viasat representative confirmed that both payments had been made, however, due to the fact that only $was paid over the past due amount, the representative advised that this was the only amount due as a refundMr*** requested the funds to be returned, and the Viasat representative successfully submitted the request. On the same date, Mr*** payment method was stop dated, which meant that no further charges or any refunds could be processed to itThis was processed per Mr*** request on June 7, 2018.Between June 19, and July 2, 2018, Mr*** contacted Viasat multiple times regarding the status of the refundHe was advised that due to there being no valid payment method on file, a new payment method would need to be placed on the account to have the refund processed toThis update was processed as of June 26, 2018, and the refund request updated on July 2, 2018. As resolution to this complaint, Viasat has processed a refund for the $credit balance on Mr*** accountMr*** should be advised that this refund may take three to five business days to be seen in his account. If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Complaint: ***
I am rejecting this response because: The "service" that I was provided includes extended outages. Also, once the new billing period started my Exede account stated that I already utilized 97% of my data. That is inaccurate because when the billing cycle rolled over our internet was down. I am not going to pay for someone to come out and "service" my internet because I'm not going to pay that almost $fee. There are more reliable, less expensive, and no data cap services out there which took me some time to find. I'm currently in New York until my enlistment ends and I cannot even talk to my wife because the WiFi calling has such poor service over a satellite connection. It is obvious that Exede and ViaSat do not care about there customers and that they are running a scheme that sticks people with terrible internet services. I will also be contacting the FCC on this matter
Sincerely,
Mark Kinghorn

Initial Business Response /* (1000, 5, 2015/09/23) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any issues he may have experienced
Mr*** contacted ViaSat's customer service department August 15, to request a service callAt this
time, Mr*** was advised that the service call was $and would be charged to his next billMr*** contacted ViaSat again on September 12, to discuss the duplicate payments made as he gave one to the technician and was charged by ViaSat
As ViaSat did not collect the service call charge the technician collected, ViaSat was unable to provide Mr*** with a refund for the duplicate paymentsViaSat requests that customers supply us with documentation showing the duplicate payments made to the technician and directly through us
We apologize for any confusion this situation may have causedAs a gesture of good faith Viasat will agree to refund the $collected on September 12, The refund of $will be issued to the payment method on file and should be received by Mr*** within three to five business daysShould he not receive the refund within this time frame, please have him contact ViaSat's customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedMs*** contacted ViaSat’s corporate offices on March 7, to discuss the issues she outlined in her complaintDuring our email exchanges, Ms
*** was advised that on December 28, she spoke with a ViaSat representative who informed her that the $off for months discount would be applied to her accountAs of December 29, 2015, these credits were applied to Ms*** accountThe $off for months will apply towards her ViaSat bills through December 1, We apologize for any confusion this situation might have caused. Regarding her services and the inability to utilize the services after one week, it does appear that this is directly related to the Data Allowance PolicyCurrently, Ms*** is receiving ViaSat’s Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a 10GB monthly data allowance and speeds up to Mbps for download, and up to Mbps for uploadMs***’ previous bill shows that she utilized GB of the GB purchasedThis usage is directly related to Netflix usageWhile Ms*** can engage in activities, such as streaming Netflix, her activities are limited by the monthly data allowance of the plan she purchased, pursuant to the Data Allowance Policy as described aboveCustomers 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.ViaSat’s 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 salePursuant 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 work. If the Exede GB plan is not a sufficient plan for Ms***, ViaSat’s new Liberty service plans are available in your areaThe Liberty plans provide customers with a monthly Priority Data allowance with download speeds of up to Mbps and upload speeds of up to Mbps, and a Liberty Pass, which offers customers download speeds up to 1-Mbps once they have exceeded their monthly Priority DataThe following plans are currently available to Ms***: • Liberty 10GB - $a month, plus applicable taxes and a $monthly equipment lease fee. • Liberty 18GB - $ a month, plus applicable taxes and a $monthly equipment lease fee. • Liberty 30GB - $ a month, plus applicable taxes and a $monthly equipment lease fee. When Ms*** contacted ViaSat’s corporate office, she was offered to upgrade her plan to one of our new plans with a $credit for three months; however, Ms*** declined this offerAdditionally, ViaSat has offered to disconnect Ms***’ ViaSat account with waiver of the Early Termination Fees upon return of the leased equipmentMs*** is responsible for returning ViaSat’s modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer 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 returnIf you would like to take advantage of either of these offer or have any additional questions, please have her contact ViaSat’s 24-hour Customer Service department at ###-###-#### and reference ticket ***Thank you for the opportunity to respond