ViaSat, Inc.

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 Mr*** complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
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 original account and waives any applicable early termination fees
Our records show Ms*** ***, the account holder, called ViaSat on March 17, to move her service to her new locationDuring this conversation, Ms*** was advised that she would be required to agree to a new 24-month minimum service term and sign a new Customer AgreementShe was also advised that, if she agreed, her existing Customer Agreement would be cancelled in lieu of the one associated with the account at her new locationMs*** agreed to these terms and proceeded with moving the ViaSat service to her new location
On March 18, 2016, the original account was disconnected, per Ms***’ requestThe early termination fees associated with this account were waived on March 28,
Service at Mr***’ new location was installed on March 21, 2016, at which time he electronically signed the new Customer Agreement on behalf of Ms***
In light of the above-provided information, ViaSat does not agree to waive and portion of the 24-month minimum service term or early termination fees associated with Mr***’ new account
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

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
While I disagree, I pray that they may either hire more representatives, or upgrade their service so that so many people are NOT calling in to complain
Sincerely,
*** ***

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, 2015/09/23) */
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 Mr***’s response to ViaSat’s attentionOne of our Corporate Care agents *** reached out to Mr*** and advised that the refund of $had been issued and it can take 3-business days to show up*** also placed a call for a technician to come to Mr***’s home today May 6, ViaSat has checked and the last status was that the technician was onsite and completed the job today May 6, and moved the system from one building to another building on the same propertyThank 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

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize that the service did not meet his needs or expectationsAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination fees
Each of these points are also addressed in the customer agreement signed by *** *** on May 4, and available at exede.com/legalWe apologize if *** *** feels these points were not communicated to his satisfaction ViaSat records all calls for quality assurance purposes and we were able to locate the call from June 9, and fell that the agent made the correct attempts to assist *** *** with his issuesWe apologize that *** *** feels there were issues during this call and will address them with the customer care agentWhen *** *** is ready to disconnect he can contact customer service at ###-###-####; however, ViaSat does not agree to waive the early termination fees from the account*** *** will be responsible for these valid charges when he chooses to disconnectThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/07/06) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this *** have causedViaSat does not offer an unlimited package plan at this timeMs*** is currently on the Liberty package which
allows her access to gigabytes per month and after the gigabytes Ms*** will go in to the Liberty Pass *** will still allow 1-Mbps download speedsWhen Ms*** transitioned from the Liberty to the Liberty she lost the credits for that promotionWe apologize if Ms*** was unaware of this happeningIn order to arrive at a resolution ViaSat will issue a refund of $for the previous month's payment; however, Ms*** will not have the option for unlimited services and going forward the charges will be valid for the package that she is currently onThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While the $is acceptable, my original, and I stand by, complaint is that I received a card in the mail offering unlimited services for ExedeWhen I called to obtain this service I was told it was no longer being offered.....A little over a week....please...I do realize that it is not longer being offered, but it wasn't offered for more than a few days, at most.....I am not the only customer that went through thisAnd in addressing the change from the Liberty to the Liberty 18, I asked.....where would I find this information...It is no where online, nor was I told by the customer service person that I spoke to....so, no I was not aware of it!
Final Business Response /* (4000, 9, 2015/07/08) */
Thank you for bringing Ms***'s response to ViaSat's attentionUnfortunately placing Ms*** on a package plan that is no longer available is not an optionWe apologize for any inconvenience this *** have causedAt this time ViaSat has issued the refund for the previous month's bill back to Ms*** to cover the cost of the credits that were lostMs*** is currently on the Liberty planAt the time of sale Ms*** was advised that no such promotion was available and she proceeded to move forward with the installation of the serviceIf Ms*** feels that the service is not going to meet her needs or expectations ViaSat is willing to let Ms*** out of contract and waive the early termination feesThank 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!

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 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 *** ***’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***’ 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

Thank you for bringing Ms***’s complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms*** *** on December 5, 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 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.Mr***’s service plan is subject to a Data Allowance Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of Viasat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement.Mr*** ‘s Liberty service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps uploads. Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets. When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet. Customers are told this information at the time of sale and it is incorporated into the Customer AgreementCustomers 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 so. Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software. Because of these many variables, Viasat cannot guarantee any particular speed to you. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Ms*** contacted Viasat regarding slow speeds on December 17, It was determined that the slow speeds were a result of Ms*** going over her monthly data allowance, and Ms*** requested to speak to a supervisory Viasat representative regarding disconnecting her accountAll supervisory representatives were assisting other customers at the time, and Ms*** agreed to receive a call once one was available. On December 18, 2017, Ms*** contacted Viasat multiple times regarding discounts to her bill and her service plan detailsShe was advised that she would receive a $off discount for bundling with her DirectTV once it had been installed, and the process of the Data Allowance Policy. A supervisory Viasat representative attempted to reach Ms*** on December 19, 2017, but due to no answer, left a voicemail correctly advising that any early termination fees caused by a disconnection of services would be validMs*** contacted Viasat that same day to advise that she was under the impression that she had unlimited dataThe Viasat representative assisting her offered Ms*** the option to transition to one of Viasat’s unlimited data plans, but Ms*** declined. On January 8, 2018, Ms*** contacted Viasat to advise of connectivity issuesThese were determined to be the result of a weather outage, and Ms*** was advised to contact if the issues persisted. On January 9, 2018, Ms*** contacted Viasat with questions about her data usageA Viasat representative assisted Ms*** by giving the details of her data usage, which had all been used on videoMs*** was advised that the On Demand program she was using could be using her dataA supervisory representative confirmed this the next day when they contacted Ms*** to advise that once her DirectTV had been stopped from using the internet, her usage went downMs*** requested to disconnect, however accepted an offer of a service call to retain her services. On January 31, 2018, Ms*** contacted Viasat to disconnect her services due to slow speedsShe was advised that she had gone over her data allowance. At this time, Viasat feels that all appropriate actions have been taken, and does not agree to waive Ms***’s early termination fees should she choose to disconnectShould Ms***’s current plan not meet her needs, the following plans are also available in her area:• Liberty - Boost + Free Zone- $a month, plus applicable taxes and a $monthly equipment lease fee.• Liberty + Free Zone- $a month, plus applicable taxes and a $monthly equipment lease fee.• Unlimited Silver Mbps - $a month, plus applicable taxes and a $monthly equipment lease fee.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.

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,
*** ***

Complaint: ***
I am rejecting this response because: Repeating the same thing over and over again does not solve the problem, Exede's service is poor and they know it just check out *** complaints.
Sincerely,
*** ***

Thank you for bringing Mr*** response to ViaSat’s attentionAs stated in the previous response ViaSat has agreed to waive the full amount for the early termination fees; however, there will be no refunds issued as the service was installed and usedIn order to arrive at a resolution ViaSat will also agree to waive the cost of tria so that Mr*** does not need to go on his roof to retrieve this pieceMr*** will just want to make sure that the modem is returnedThank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMs*** was charged $on August 13, for non-returned equipmentOn September24, ViaSat issued Ms*** a check in the amount of $for the returned
equipmentViaSat received a chargeback from Ms*** financial institution/bank on October 16, in the amount of $which means Ms*** received ViaSat’s refund check and the refund from her financial institution/bank and ViaSat was charged backOn January 15, ViaSat placed a request for a chargeback reversal but this was declined by Ms*** financial institution/bank so in return ViaSat placed the charge of $back to Ms*** accountAt this time the charge is valid and has been sent to an outside collection agencyMs*** will need to get with her financial institution to pay the balance dueThank you for allowing ViaSat the opportunity to respond