ViaSat, Inc.

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMs*** 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 instructionsMs*** was charged $for a non-returned tria as ViaSat did not show that part as returnedViaSat attempted to collect the payment of $on October 24, but the payment failed so ViaSat never collected the moneyThe balance remained on the account until it was sent to an outside collection agency on November 14, ViaSat was able to locate the part using a tracking number provided by Ms***In order to come to a resolution ViaSat has adjusted off the balance of $and had the account removed from outside collectionsNo refund is due as ViaSat never collected the payment on October 24, instead it failed Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to our attention. The Customer Agreement provided to each new customer, and signed by Mr*** on May 13, 2016, 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. Mr*** disconnected his Viasat service on June 8, On August 4, 2016, Viasat received an Attorney General complaint from Mr*** disputing his early termination fees. In resolution, Viasat agreed to waive half the early termination fees on August 18, Mr*** called on March 16, about being contacted by a collection agency for a payment that he stated he had already made in the amount of $on September 23, 2016. The representative escalated the issue to the Finance department for investigationFinance stated that there was a refund processed inadvertently to Mr*** on $on October 25, 2016. This caused the $to remain due and, therefore, Mr*** was not removed from collections. Mr*** called on March 29, to speak to a supervisor about the collections balance of $160.25. At this time, Mr*** was informed that the balance due was valid because he had been erroneously refunded.In resolution to this complaint, Viasat has waived the balance due of $and removed his account from collections. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/18) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
On June 11, 2015, Mr***'s ViaSat account was disconnected in error and a new account
(XXXXXXXXX) was created in its placeDuring this process a UPS box and prepaid labels were sent to Mr***'s location to have the equipment returned; however, as the account was reconnected Mr*** was no longer required to return the leased equipment
On June 22, 2015, Mr*** called and requested to have account XXXXXXXXX disconnected as they were moving locations and the new location did not allow for satellite dishes to be installedDuring the disconnection process, Mr*** was advised of the lease equipment recovery process, and informed that he would receive a UPS shipment with prepaid shipment labels and boxes to return the leased equipmentHowever, Mr*** did not use the new boxes sent, but the boxes sent to him when his original account was disconnected
Due to this, ViaSat and UPS were unable to identify that the equipment received was for the new account (XXXXXXXXX), not the old account the tracking number was associated withAs the old boxes and labels were utilized ViaSat received notification from UPS that the equipment for account XXXXXXXXX was not receivedNevertheless, ViaSat was unable to collect the $on August 12, associated with failure to return the leased equipmentAs the equipment has been returned, ViaSat has applied a credit to Mr***'s account for the $324.75, and on September 12, 2015, Mr***'s account will be brought to a zero balance
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Viasat has not stated the events that transpired on this account correctlyThey have stated the timeline of events to cover for their mistakeAny company that feels they have the right to just take money from a closed account wihout prior notifcation, is fraudulent, a customer must be given the benefit to prove they Have Complied

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,
*** ***

Thank you for bringing Ms***’s response to ViaSat’s attentionAs stated in the previous response ViaSat is willing to let Ms*** out of the year agreement with the early termination fees waivedWhen she is ready to disconnect she can contact Customer Care at *** and reference ticket number *** to have the service disconnected Thank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because: This company is a big bully and feels that they can change policy when ever it is convenient, in away I'm glad that I have been able to turn people from getting service with Excede, if they want to credit me that's fine but I don't trust this company that thinks it's ok to charge my account with out letting me know.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/30) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedPer ViaSat's Customer agreement signed by Ms*** *** on December 23, 2014, the customer represents that
there are no legal, contractual or similar restrictions on the installation of the equipment in the location (s) the customer has authorizedIt is the customer's responsibility to ensure compliance with all applicable building codes, zoning ordinances, homeowners' association rules, covenants, conditions, and restrictions related to the service, to pay any fees or other charges, and to obtain any permits, or authorizations necessary for the service (collectively "legal requirements")The customer is solely responsible for any fines or similar charges for violation of any applicable legal requirementsThe customer acknowledges and agrees that ViaSat or its designated service provider will be required to access your premises and computer to install and maintain the equipment, including the antenna and its componentsThis will include attaching the equipment to your computer, installing software on your computer and configuring your computer to optimize the performance of the Internet serviceThe customer confirms that they have reviewed the installation plan and agreed to any associated chargesIf the customer approves a roof mount, they acknowledge the potential risks associated with this type of installationBy signing this agreement, scheduling a service or installation visit, and permitting us or our service provider to enter the customer's home, you are authorizing ViaSat and its service provider to perform all the above actionsThe customer is responsible for backing up the data on the computer and we highly recommend that you do so prior to permitting access to us or one of our designated service providersNeither ViaSat nor its service provider shall have any liability whatsoever for any losses resulting from the equipment or any installation, repair or other services associated with the equipment, including without limitation, damage to the premises, or loss of software, data or other information for your computerThis limitation does not apply to any damages arising from gross negligence or willful misconduct of us or one of our designated providersTime frames for installation, if any, are not guaranteed and may vary depending on the types of services requested and other factors
The above information is located in the customer agreement signed by Ms*** *** in section under Installation of equipmentViaSat will not be responsible for any damages caused to the home as Ms*** *** the tenant agreed to the location of the installation and signed off on the agreementViaSat's technicians are not responsible for searching property taxes or websites to see who the owner of the home isThis will be an issue you will want to address with the landlord of the home moving forward
ViaSat does not agree to waive the early termination fees from this account as Ms*** decided to disconnect her account on her own without fulfilling her 24-month minimum service term commitmentThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never signed anythingShow me where I signed this
Final Business Response /* (4000, 9, 2015/10/07) */
Thank you for bringing Ms***'s response to ViaSat's attentionAt the time of installation ViaSat requires all customer's to sign our electronic customer agreement in order to have the services installedThe services cannot be provisioned and will not work until that agreement is signedMs*** electronically signed the agreement on December 23, ViaSat has attached a copy of the electronic customer agreement signed by Ms***Thank you for allowing ViaSat the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meDon't understand how I can be charged tax on a service call but whatever!! Won't argue over $because I am tired of arguing with this company!! And HOPE the charge on my account will be zeroed out! I will just have to keep checking on that Thank You Revdex.com for all your help!!
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/12/04) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on April 19, and available at exede.com/legal,
advises that customers are required to return ViaSat's modem and transceiver within days after the disconnection of their accountFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions to their home or requested shipping address within a week after their disconnection
Our records show Ms*** contacted ViaSat on August 20, to disconnect her account, at which time a request was escalated to have to equipment return kit delivered to the following address:
*** *** *** ***
*** ** XXXXX
Our review of tracking no1Z6ERXXXXXXXXXXXXX shows that the alternate address request was received by UPS on August 21, and that the box arrived in Phoenix, AZ on August 26, After that, it appears the box was lostBetween September 6, and November 20, 2015, ViaSat sent multiple interception requests for the package, but it was unable to be locatedUPS opened up a lost package investigation on December 1,
On October 20, 2015, ViaSat charged Ms*** $in unreturned equipment fees, per the Customer Agreement
As resolution to this complaint, ViaSat has issued Ms*** a refund of $to her payment method as of today, December 4, Ms*** should be advised that it may take 3-business days for her to see it deposited into her accountViaSat will also internally request that a second box be sent to her home address for the return of the equipment
We apologize for any frustration Ms*** *** have experiencedThank you for the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would also implore ViaSat to consider updating it's business practices to promote more fairness to it's customers by offering the option to schedule disconnects to occur at the end of the billing period or allow the customer the option to pro-rate any unused days during the billing period for immediate cancellations.I appreciate ViaSat's willingness to come to a resolution
Sincerely,
*** ***

Thank you for bringing Mr*** rebuttal to our attention
Pursuant to Section 3.1(b) of the Customer Agreement signed by Mr*** on September 28, and available at www.exede.com/legal, customers agree to pay all applicable federal, state and local taxes, fees and surcharges related to the use of the service, provision of services, software or hardwareThe Annual Property Tax Recovery Fee is a fee ViaSat collects in order to recover the costs associated with paying property taxes on the leased equipment installed at a customer's home (modem, transceiver, antennae)This fee varies from county to county and state to state, and is based on the county in which a customer has service
We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr*** complaintThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/26) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
Ms*** contacted ViaSat's customer service department on April 17, to discuss
their current bill, and the $charge for the month pre-paid lease fee ViaSat attempted to collect on February 12, During her conversation with ViaSat's customer service representative, Ms*** was advised that the original request for this credit was deniedHowever, Ms*** did not allow the representative to attempt to resolve this issue and ended the call
Though, on April 20, a credit was applied to Ms***'s account to ensure that she was no longer charged for the $pre-paid lease fee, but rather the monthly lease fee of $Therefore, on Ms***'s *** monthly bill a credit of $was assessed and their new monthly rate appliedAs Ms*** had not made a payment to ViaSat since March 19, 2015, she owed $for the April monthly services and $for *** monthly services
At this time, Ms***'s accounts has been disconnected due to non-payment and has a past due balance of $ViaSat will agree to waive any applicable early termination fees should Ms*** agree to pay this past due balance of $and return the leased equipmentMs*** *** contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX to make the one-time payment
Ms*** 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 pre-paid 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
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
The Customer Agreement 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 termThe 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 the electronic signature of Mr*** ***, an authorized signer, on the Customer Agreement dated February 1,
Our records show the service was ordered on February 1, through a local Viasat dealer in Ms*** area and installed the same dayViasat received a call from Ms*** on February 2, requesting the disconnection of the accountDuring this conversation, Ms*** advised that she believed she had been signed up with internet service through ***, and had been unaware that the Viasat service was being installedAt this time, the Viasat representative informed Ms*** of the disconnection disclosures and the early termination fees, and processed the disconnectionThe Viasat representative also escalated an inquiry so Ms*** point of sale concerns could be reviewed
On February 4, 2018, Viasat charged Ms*** $in early termination fees, but the payment failedShe called in regards to the charge on February 5, 2018, at which time she was advised that the early termination fees were valid, but that a request to see if they could be waived would be escalatedMs*** agreed
On February 5, 2018, a representative from Viasat’s Corporate Resolution Team (CRT) determined the early termination fees were eligible to be waived; however, the waiver was not processed properlyOn February 6, 2018, the Viasat dealer responded to the point of sale concerns and advised that Mrand Ms*** had approved the position of the satellite dish at the time of installation
Viasat successfully collected a payment for $on February 9,
We apologize for any frustration Ms*** may have experiencedAs resolution to this complaint, Viasat has issued a refund of $to Ms*** payment method as of February 12,
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMs*** called ViaSat on 2/12/to disconnect the accountAt that time Ms*** was advised that she would need to send back two pieces of equipment (modem,
tria), in order to avoid any unreturned equipment chargesMs*** advised ViaSat that the tria was located on her two story roof and she would not be able to reach itViaSat offered to send a technician out to the home to retrieve the tria for a cost of $95; however, Ms*** declined and asked for this fee to be waivedViaSat has already agreed to waive half of the early termination fees from the account and per the signed customer agreement it is Ms*** responsibility to make sure the equipment is returnedIn order to arrive at a resolution ViaSat has agreed to waive the charge of the tria so that Ms*** does not need to go on the roof to remove the pieceShe will want to make sure she uses the box to send back the modem so that she is not charged for that piece of equipmentThank you for allowing ViaSat the opportunity to respond

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Our records show *** *** contacted ViaSat on October 21, to disconnect her account due to a devastating eventAt this time, she advised she would
call back to reconnect her account once she could return homeOn November 28, 2015, ViaSat collected a payment of $from *** *** for the unreturned equipment fees*** *** called ViaSat on November 30, to reconnect her account, but was not home with the equipment at the time and advised to call back
On January 2, 2016, *** *** called ViaSat to have her account reconnected and advised that she would need a technician to come to her home to replace some cablingUnfortunately, the ViaSat representative failed to transfer *** *** to the correct department and incorrectly advised her that a service call had been created for January 8, *** *** called regarding her appointment on January 8, 2016, but no service call could be locatedAt this time, *** *** was escalated to the correct department to have her account reconnected, per process, and a service call was created
Due to a technical error, *** *** service call did not post into ViaSat’s work order management system until January 27, ViaSat’s Home Service Provider (HSP) made seven attempts to contact *** *** to schedule the appointment between January 29, and February 13, 2016, with no response or call back from *** ***On February 27, 2016, the service call was canceled due to lack of response
*** *** called ViaSat on May 23, regarding the unreturned equipment fees of $324.75, advising that she had sent the equipment back via USPSA refund request was internally escalated at this timeShe called in again about the unreturned equipment fee on June 21, 2016, and was incorrectly advised that the refund had been processed and she would see it within 3-business daysMsWaterson was correctly advised on June 28, that the timeframe for all refunds was 7-business days; however, she was also made aware of the fact that ViaSat had no record of her equipment being returned
As resolution to this complaint, ViaSat has electronically issued *** *** a refund of $as of today, July 7, Due to the processing time of some banks, it may take *** *** 3-business days from the issue date for her to see it deposited into her account
We apologize for any frustration *** *** may have experiencedThank 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,
*** ***

Thank you for bringing Ms*** response to ViaSat’s attention.ViaSat requires a customer to call in to have the account disconnected so the disclosures can be readWe apologize if this was not done when Ms*** called inViaSat usually does not accept written correspondence for disconnections; however, per Ms*** request we have moved forward with the disconnection of her accountMs*** will receive a prepaid shipping label and box courtesy of *** within 7-business daysOnce she receives the box and label she will want to follow the directions provided and make sure she returns the two pieces of equipment in order to avoid any future chargesFailure to send back the required equipment will result in a charge of $for each non-returned pieceIn order to arrive at a resolution ViaSat has issued a refund of $for the charge that took place on August 4, Please allow 3-business days for this refund to show back up on the payment methodThank you for allowing ViaSat the opportunity to respond

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

Initial Business Response /* (1000, 5, 2015/08/25) */
Thank you for bringing Mr***' complaint to our attentionWe apologize for any frustration this situation may have caused him to experience
Section of the Customer Agreement signed by Mr*** on April 13, (also available at
exede.com/legal) states, "ViaSat will not provide a pro-rata refund for any pre-paid fees regardless of when your service is terminated." Customers are advised of this when they elect to disconnect their account
Our records show ViaSat collected a payment of $for monthly service from Mr*** on August 16, Mr*** called in the next day, August 17, to disconnect his account, at which time he was reminded of the information as stated aboveUpon Mr***' request, the ViaSat representative escalated a refund request for the amount, but advised him that there was no guarantee it would be approvedThe refund request was rejected on August 23, for being invalid
On August 21, 2015, Mr*** called in to ask if his service could be reconnected for the month of service he'd paidAt this time, the ViaSat representative explained to Mr*** that reestablishing service required customers to agree to a new 24-month minimum service term, per ViaSat's policy, and that it was not possible for his account to be reestablished for just a month of service
In order to come to a resolution to this complaint, ViaSat will agree to refund the payment of $to Mr***This refund has been issued to this payment method as of August 25, 2015, and will take approximately 3-business days from the issue date to be deposited into his account
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/13) */
Thank you for bringing *** complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term
commitment, and the early termination fees should the account be disconnectedEach of these points are also addressed in the customer agreement signed by *** on August 1, and available at exede.com/legalWe apologize if *** feels these points were not communicated to his satisfactionOne of the main drivers for high usage is streaming NetflixAccording to *** this is something they do dailyViaSat records all calls for quality assurance reasons and will listen to the call and follow up on our endIn order to arrive at a resolution ViaSat will let *** out of contract with no early termination fees; however, the first month's charge of $will remain valid as the services were used*** can call customer service anytime at 866-945-and reference ticket #*** to have the account disconnected with no fees and to have the disclosures readThank you for allowing ViaSat the opportunity to respond