ViaSat, Inc.

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 like to note that the equipment has been returned and was checked on Thursday the of August when I was talking to your staff.
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, 2015/09/09) */
At the time of sale, customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, and early termination feesEach of these points is also addressed in the Customer Agreement signed by Ms*** on
August 7, and available at exede.com/legalViaSat does not offer a trial period The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer's electronic signatureWe apologize if Ms*** feels these points were not communicated to her satisfaction, and for any misunderstanding regarding the electronic signature process
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work
Ms*** is currently receiving ViaSat's Exede Evolution GB plan at $a month plus a $monthly equipment lease fee This service plan offers unlimited access to web pages and email, and GB of monthly data for all other online activityWhile Ms*** can engage in the activities described in her plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), her activities are limited by the monthly data allowance of the plan she has purchased, pursuant to the Data Allowance Policy
ViaSat received a call from Ms*** on August 26, 2015, at which time she requested the disconnection of her accountThe ViaSat representative reminded Ms*** of her signed Customer Agreement, and advised that the early termination fees would be valid if she moved forward with the disconnection of her accountMs*** advised she'd call back, and chose not to move forward with the disconnection of her account at that time
As Ms*** has actively been using ViaSat's service, ViaSat does not agree to waive her early termination fees in fullIn order to come to a resolution to this complaint, however, ViaSat will agree to waive half of her early termination fees if she disconnects prior to October 8, Ms*** will be responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
If Ms*** would like to move forward with the disconnection of her account, she *** contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond

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

Initial Business Response /* (1000, 5, 2015/08/11) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale Our Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr*** on May 27, 2015, and it is also available at exede.com/legal Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers The most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Mr*** contacted ViaSat on June 4, to discuss the Data Allowance Policy and to discuss the disconnection of his ViaSat accountDuring his conversation with the ViaSat representative Mr*** was advised of the policy, the early termination fees that would apply should he disconnect, and the options to upgrade his account to the GB plan with dollars off for monthsPer his request, Mr***'s account was subsequently disconnected
Understanding the information provided by Mr***, and in order to bring this complaint to a resolution, ViaSat will agree to remove Mr***'s account from the outside collections processThe request for the removal of $was made on August 11, Should Mr*** have any further questions please have him contact the outside collections agency, EOS
Thank you for the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.)
It has been business days since the 28th of December and no refund has been collected I never stated that I could not access my system at all, I stated that my equipment keeps power cycling causing me to lose connection for at least minutes each time it power cycles it self as well as constant slow speeds and connectivity problems
I called the provided and gave the ticket # and representative stated my refund should be available now but it is not and I also inquired about the total price of terminating service since Viastat stated "ViaSat will however agree to disconnect the account with waive of half the early termination fees of approximately $105.00, not including taxes" however the representative stated she could not tell me an exact amount with taxes but that it would be $plus tax so the company is not actually offering to waive half of that feeShe also stated at first that I would also have to pay another monthly bill of approximately $but once I questioned disconnecting service before my billing date being I paid a month in advance when starting my service she said if I disconnect on or by the 27th of January I would not be billed that additional approximate $on termination So I need someone from Viastat to give me accurate information as well as an actual cost to terminate early

Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
ViaSat's service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance
policy The Data Allowance Policy applicable to Ms*** plan 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 saleIt is also addressed on the first page of the Customer Agreement, signed by Ms***, the account holder, on June 26, (also available at exede.com/legal)
Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageCustomers 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
Ms*** contacted ViaSat's customer service department on October 10, to request the disconnection of her ViaSat accountHowever, during her conversation with ViaSat's representative, the call ended before the disconnection could occur to phone issuesMs*** did not make contact with ViaSat again until December 4, to request the disconnection of her accountDue to this ViaSat continued to attempt to bill Ms*** her monthly service plan charges
In order to bring this complaint to resolution and as a gesture of good faith, ViaSat will agree to waive the past due balance of $for the October and November monthly service chargesHowever, Ms*** is responsible for the $for the early termination fees as she never made ViaSat aware of any issues she was experiencing with her service and per the Customer AgreementA credit has been applied to Ms*** account for the $121.16, and she may contact ViaSat's customer service department at 855-463-to resolve the balance owed of $
Thank you for the opportunity to respond

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Our records show *** *** contacted ViaSat on December 7, because she was experiencing an issue with her speeds, at which time she was guided through
troubleshootingUnfortunately, the ViaSat representative was unable to resolve *** *** concerns and a free service call was orderedWe apologize if this service call was not fulfilled in a timely manner or to *** *** satisfaction
*** *** called back into ViaSat on December 28, 2015, at which time it was discovered that she was being impacted by packet loss; however, after an internal investigation, it was determined that it was not an issue with ViaSat’s network that was impacting *** *** speed of serviceDuring this conversation, the call droppedThe ViaSat representative called *** *** back, but was unable to reach herA message was left advising her of ViaSat’s findings and offering her a chance to speak with ViaSat’s Exede Experts team for assistance with changing settings on her third-party devices
ViaSat did not hear back from *** *** until February 25, 2016, at which time she advised that she had not had service for two weeks and wanted to disconnectWhen the ViaSat representative offered *** *** a free month of service, however, *** *** decided to keep the service, and a free service call was orderedOur records show the free month of service was never applied to *** *** accountWe apologize for any frustration this may have caused her to experience
On April 18, 2016, *** *** called ViaSat to advise of her ongoing connectivity issues, at which time she also advised that she’d had two service calls that had not been fulfilled and that she had not had internet for two 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, 2015/07/09) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any confusion she *** have experienced regarding ViaSat's service
The Customer Agreement, signed by Ms*** on June 19, and available at
exede.com/legal, states that speeds *** vary and are not guaranteedDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer's home, network congestion, as well as the customer's computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is addressed on the first page of the Customer AgreementPursuant to the Data Allowance Policy, speeds *** be slowed or restricted for a period of time when customers use their entire monthly system usageThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers *** 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
Ms*** is currently receiving ViaSat's Evolution GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with download speeds up to Mbps and upload speeds up to MbpsAs Ms*** ordered this service plan through DirecTV during a promotional period, she is receiving GB of data per month for the first months of service
Ms*** contacted ViaSat on June 19, to inquire about her data usage, at which time she was educated on the Data Allowance PolicyOn June 23, 2015, Ms*** called back in because she was experiencing slow speedsDuring this conversation, the ViaSat representative guided Ms*** through troubleshooting; however, the speeds still did not meet Ms***'s satisfactionShe advised the ViaSat representative that she was having a computer technician to come out to look over her computer, and would call back if she experienced any further issues
ViaSat received another call from Ms*** on July 3, regarding the speed of her serviceAt this time, the ViaSat representative guided Ms*** through troubleshooting, during which a speed test was performed on her systemThe results of the speed test determined that Ms*** was receiving speeds that were within range of ViaSat's advertised speedsMs*** was also advised that having multiple devices connected to her service could cause her to see degradation in her speedsOur review of Ms***'s account as of July 9, shows that she has had six separate devices connected to her network since the installation of her service
Ms*** called ViaSat on July 4, to inquire about disconnecting her serviceAt this time, the ViaSat representative reminded Ms*** of her signed Customer Agreement, 24-month minimum term, and advised that if she were to move forward with the disconnection of her service, she would be charged early termination feesMs*** informed the representative that she would call back on July 19, to disconnect her service
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
ViaSat does not agree to waive Ms***'s early termination fees in full; however, in order to come to a resolution regarding this complaint, ViaSat will agree to waive half of the feesMs*** is responsible for returning ViaSat's modem and transceiver within days of after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include return instructions
If Ms*** would like to move forward with the disconnection of her account, she *** contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I feel this is a fair resolution to the complaint
However, just to clarify, I was not told about the GB until After the installation was complete by the tech and then when I wanted to call the company to get clarification he was in a big hurry to get on to his next jobHe said he had more to install so I felt very rushed to sign something I never should have signedMy fault!!! I was told I would receive 15GB for months and then 5GB for the remaining months of the contract not months as stated aboveWe had no idea how many GB we would use in a month as I'm sure most homeowners do not knowWe were advised that we used up our 15GB in the first weeks of usage

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
I wish to add that we have not received any verification from these folks and when I called and visited with one of their representatives last week she still insisted that she could not allow a creditTheir statement about *** vs *** is absolutely incorrectI can verify that their package service was ***This company is very flakey when it comes to their wordI will not work with them againI will give them credit that their services Wildblue and Exede deliver good internet and satellite phoneI give them stars for that but their business workings are not acceptable
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 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 Mr***’ rebuttal to our attention
The Lease Addendum of the Customer Agreement states that customers will be charged a standard service call fee after the first days of service following initial activation of the internet service if a customer has not opted into the EasyCare programTypically, a standard service call costs a one-time fee of $Customers who opt into the EasyCare program at $a month are not charged for required service calls, receive one complimentary dish relocation per year (normally $200.00), and are provided with priority access to Viasat’s 24-hour Customer Service departmentCustomers are not required to opt into the EasyCare planOur review of Mr***’ account shows that he did not have EasyCare on his account
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***’ electronic signature on the Customer Agreement dated November 30,
As previously stated, Mr*** called Viasat on March 21, to inquire what other service plans were available to him, at which time he was informed that he was on the best available plan in his area
Mr*** called Viasat again on May 4, to inquire if he could transition to an unlimited service plan, at which time he was informed that they were not yet available in his areaThis was reiterated to Mr*** during a conversation on May 21, when he called to inquire about the unlimited plansThe same day, he requested the disconnection of his account, at which time he was reminded of the minimum service term and early termination fees
On June 1, 2018, Viasat charged Mr*** $in early termination fees, but no payment was collectedMr*** called in about the balance due on July 5, 2018, at which time he was reminded of the early termination feesThe balance due remained on the account until July 9, 2018, when the account was referred to outside collections
In our initial response, Viasat agreed to waive half of Mr***’ early termination fees, leaving him responsible for a remaining balance of $We feel the resolution previously provided and the action taken by Viasat adequately address Mr***’ complaint, and no further waiver will be provided
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/07/23) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced
The Customer Agreement states that monthly fees are payable in advance, and authorizes ViaSat to charge a credit card or
initiate electronic funds transfers (EFT) from a checking account for automatic monthly payments for any fees, including monthly service fees and equipment lease feesIn addition, the Customer Agreement states that if ViaSat is unable to process a customer's credit card or EFT payment at any time, and does not receive an electronic payment from the customer by the due date, the account may be immediately suspended and the customer will remain responsible for all amounts due
Our records show ViaSat attempted to collect a payment of $from Mr*** on *** 1, 2015, but the payment failedSubsequently, on May 20, 2015, Mr***'s account was suspended for nonpaymentMr*** contacted ViaSat on June 23, to make a one-time payment for the balance due, at which time his account was resumed
On July 4, 2015, ViaSat attempted to collect $from Mr*** for monthly service, but the payment failedSubsequently, on July 6, 2015, Mr***'s account was once again suspended for nonpaymentMr*** contacted ViaSat the same day regarding the suspension, at which time he was advised that his monthly bill for July had generated, and that ViaSat reserved the right to suspend accounts at any time for nonpaymentDuring this conversation, it was determined that the email address on file for Mr*** (***@hotmail.com) was incorrect, at which time it was updatedMr*** was also advised that he could make a minimum payment of $to have his account resumed, but he declined to do so and requested that his account be disconnectedThe ViaSat representative reminded him of ViaSat's 24-month minimum service term and early termination fees before processing his request
Regarding the equipment lease return kit, ViaSat's records show that Mr***'s address has always been listed on record as Private Road Oakwood, Texas XXXXX-XXXXWe apologize if Mr*** was advised otherwise
In response to an email escalation received from Mr*** on July 20, 2015, ViaSat agreed to waive Mr***'s balance due and early termination feesMr*** was advised of this decision on July 21, A second prepaid UPS box has been shipped to Mr***'s home as of July 23, If Mr*** is charged unreturned equipment fees, ViaSat will waive or refund the balance
We apologize for any frustration Mr*** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr***'s complaint
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s 24-month minimum service term agreement and the early termination feesEach of these points are also addressed
in the customer agreement signed by Ms*** on February 20, and available at exede.com/legalWe apologize if Mr*** or Ms*** feel these points were not communicated to their satisfactionViaSat understands Mr*** was experiencing some connectivity issues with the service and each time Mr*** or Ms*** called in the necessary troubleshooting was completed to correct the issueMr*** and Ms*** were installed by a local dealer “ BJs Communications” and they would be the ones that would service the account should a technician need to come to the home Mr*** called on April 1, to disconnect the account and at that time ViaSat’s supervisor offered Mr*** half off the early termination fees which was $This credit was applied to the account and will go towards the early termination feesMr*** will be responsible for the remaining balance and no refunds will be issuedThank you for allowing ViaSat the opportunity to respond Tell us why here

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

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

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
This response states balance for equipment I sent back asapThis company is still trying to charge my cc 323.?
Sincerely,
*** ***

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

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 when indeed I receive the credit of $to my account
Thank you for your help in this matter
Sincerely,
*** ***