ViaSat, Inc.

Complaint: ***
I am rejecting this response because:My payments were being declined because the installer used a prepaid debit card of his to set up the account the night before he came to do the installHe said he always did itI was never asked for my debit card at the time of installTherefore was never informed of any of thisAlso I attempted to terminate service at the second month and pay the per month that was to buy out of the contractIn fact I tried that three months in a row and was ignoredAnd I can prove that I attempted to contact installer four times in four months in fact Everytime I was sent another dollar bill and all of my contac t attempts were ignored except for the contact after the company told me his response to my complaint was that I was a liarThat time I contacted him by text like all other times, which I have saved, and asked him what exactly I was lying about cause he used his debit card to set up my account and I had attempted contact several times to find out why I was not told about the service contractHis response that time was- boy you better stop texting me or elseI immediately took snapshots of all the attempts with plans on filling a suit if I could once this was turned to collectionsI will not be intimidated into a contract or forced to pay for something I was not aware ofI would have paid the fifteen dollars a month for the remainder of the contract but was ignored when I asked for it all three times and they continued to bill me the a monthNow I am turned into collections for more than I would haveThis was in fact a bait and switch scamI bought prepaid no contract satellite service through the same installerAnd at the time of install even told him that my plan was to only use it for a couple months so my wife could do her online teachers class and his response was that's fineAnd if I was sent something after the install by email informing me of anything about the contract it was still after the install and after this supposed telling me of all this that never was told to mePoint being he fraudulently sent up my account with his own debit card and never told me any of the stipulations of agreement with that COMPANY
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Between October 27, and November 11, 2016, Ms*** contacted ViaSat on twelve separate occasionsDuring Ms***’s
conversation with a ViaSat representative on November 8, 2016, she was educated that a new shipment would be sent to her homeA goodwill credit as applied to Ms***’s account for the cost of the monthly voice services ($25.00) On November 14, 2016, a new ATA should have been shipped and received by Ms***If she did not receive the ATA, please have her contact ViaSat’s 24-Hour Customer Service at ###-###-####As Ms*** received a credit for the monthly services related to the Voice services, ViaSat believes her complaint has been resolved Thank you for the opportunity to respond

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 hardware The 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

As stated in ViaSat’s previous reply, Ms*** *** was properly educated on the disconnection disclosures, and did not allow ViaSat the proper opportunity to resolve her complaintMs*** ***’s ViaSat account was activated on January 13, and she subsequently requested that it be disconnected on January 26, Again, not allowing ViaSat the opportunity to address any issues with her services as it is related to the Data Allowance Policy Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms*** *** on January 13, (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 usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work.The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset.ViaSat stands behind our previous reply of waiving half of Ms*** ***’s Early Termination FeesAgain, the waiver of the Early Termination Fees was completed on February 16, 2016l; however, ViaSat was unable to collect the balance owed of $for the valid feesIf Ms*** *** fails to make a payment for the remaining amount she runs the risk of her account being sent to an outside collections agency. Thank You!

Thank you for bringing Mr***’s complaint to our attention
The Customer Agreement signed by Mr*** on March 7, states that monthly service and lease fees are payable in advanceCustomers are also made aware of this at the time of the saleViasat’s billing dates occur every four
days within a month
The Customer Agreement also advises that ViaSat does not guarantee the Internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway
Our records show Mr***’s service was installed on March 7, On March 8, 2018, Viasat charged Mr*** $in monthly service fees plus prorated charges based on the installation dateThis payment failed
Between March 8, and March 12, 2018, Mr*** called in several times regarding connectivity concernsDuring this conversations, Mr*** was informed that weather outage over his service gateway was impacting his connectionOn March 9, 2018, a service call was ordered, per Mr***’s requestThis service call was fulfilled on March 13, 2018; however, it was determined and confirmed by the customer that the service was workingMr*** was provided with a total of $in downtime credits during this timeframe
On March 19, 2018, Mr***’s account was suspended for nonpayment of serviceHe called Viasat the same day because he was unable to connect, at which time he was informed of the status of his accountWhen Mr*** informed the Viasat representative of his previous connectivity issues and advised that he had not been made aware of the advanced billing, the Viasat representative offered him a goodwill credit of $25.00, which Mr*** acceptedMr*** advised he would call back at a later time to do soMr***’s account was resumed as a gesture of good will
Viasat received a one-time payment of $from Mr*** on March 20,
Regarding Mr***’s request that his bill be due on April 8, 2018, review of his account shows that his bill cycle occurs on the 8th of each month
Thank you for the opportunity to respond

Thank you for bringing Mr*** *** complaint to our attention.Our records show Mr*** *** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe
Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.The Customer Agreement, signed by Ms*** *** on December 28, and available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.The Customer Agreement provided to each new customer 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.Our records indicate that Mr*** *** contacted Viasat on February 26, in regards to being unable to use his OnDemand feature of his DirecTV serviceA Viasat representative assisted Mr*** *** in reviewing his Viasat services for any issues, of which there were noneA speed test revealed that Mr*** *** was receiving plans well within the range of his planThe Viasat representative advised Mr*** *** that the plan he was on was not optimized for streaming on large screens in HD and offered Mr*** *** the option to transition to a plan that better suited his needsMr*** *** declined all options. On March 22, 2018, a member of Viasat’s Corporate Resolution Team (CRT) contacted Mr*** *** in regards to a complaint about his servicesHe was unavailable, and a message was leftLater that same day, Mr*** *** contacted the CRT, who correctly advised Mr*** *** that his internet had been experiencing slower speeds due to meeting the data thresholdMr*** *** requested information about breaking his contract with Viasat due to his Viasat services not working in conjunction with his DirecTV servicesThe CRT member correctly advised Mr*** *** that since there was no issue with the Viasat services, any early termination fees would be valid.In resolution to this complaint, and in an offer of goodwill, Viasat will agree to waive half of the early termination fees should Mr*** *** choose to disconnectIf Mr*** *** would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***. Thank you for the opportunity to respond.

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these
points are also addressed in the customer agreement signed by Ms*** on July 1, and available at ***We apologize if Ms*** feels these points were not communicated to her satisfaction ViaSat understands Ms*** called the same day as her activation to have the account disconnected; however, once the service is installed and the electronic customer agreement is signed the year commitment startsIn order to arrive at a resolution and due to the short time Ms*** was a customer ViaSat has agreed to waive the early termination fees from the accountIn doing this Ms*** now has a $balance on the account and ViaSat has received the equipment backThank you for allowing ViaSat the opportunity to respond Tell us why here

Complaint: ***
I am rejecting this response because: I honestly feel this is not an ethical way to take care of this matter This company's service is something different than any others we have used in the past and I did not understand this difference when speaking with the Customer Representative I spoke with at the time I ordered their service...and he was a very nice person to deal with I answered his questions and he said he thought the Liberty Plan would be good for my needs With other Internet Services we have used, we always got the same service for the entire time, and I assumed this would be the same I had no idea that the priority time (fast service) would last for only day and then change to the very slow serviceThis could be my fault...not understanding this since it is such a new and different concept than I had ever been aware of As to the electronic signing, I did not really understand this as we have always had to sign the contract after the Installer finishes the installation and date it then I did not look at the contract information online until after cancelling the service and it is pages of small print and I don't know who would read all that information and know what it said when they finished.I will be willing to offer to pay $to Exede for the few days I had the service in order to clear up this matter if that is agreeable with the Company I feel that is more than fair since there is this misunderstanding and it will compensate them for their installation (we returned everything we were told to return) I had intended that the first month's charge was to stay with the company but for some reason, my bank credited it back to my account
Sincerely,
*** ***

Thank you for bringing Ms***’s response to ViaSat’s attentionViaSat shows that the payment of $failed on October 24, on our endThe information that Ms*** has provided will not work for the finance team to investigateMs*** will need to contact Customer Care at ###-###-#### and fax over a running bank statementWe apologize for any inconvenience this may have causedViaSat does not show that a payment was collected and has since removed the amount from collections and placed a $balance on the accountAt this time no refund is due until Ms*** provides the proper documentation to our Customer Service teamThank 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
Sincerely, *** ***P.S ( In your closing statement you choose to refer to me as SHE/HER which truly sums up your company's integrity and professionalism)It would be in your best interests that your company learned how to treat the customer's that put food on your table. As you should already be aware that unhappy customers spread more unsatisfied service complaint reviews than very satisfied customers.
*** ***

Thank you for bringing Ms*** complaint to our attention.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.Our records show Ms*** is currently receiving Viasat’s Unlimited Data Silver Mbps service plan at $a month, plus Viasat’s Voice service plan at $monthly, Viasat’s EasyCare program at $a month, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.The Customer Agreement provided to each new customer, and signed by Ms*** *** on January 2, 2018, commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the Voice serviceEarly termination fees will apply if either service is canceled prior to the expiration of the minimum service terms. Customers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On January 5, Ms*** contacted Viasat multiple times in regards to receiving slow speeds while watching a movieA Viasat representative assisted her in troubleshooting her equipment, but determined the cause to be network congestionMs*** was advised to attempt a speed test during non-peak congestion hours and to contact back if there were any further troubles.On January 22, 2018, Ms*** contacted Viasat in relation to slow speedsShe was advised that she had used over GB, and so her data usage would be prioritized as stated aboveMs*** was advised to contact again once her data reset if there were any further troubles.On March 15, 2018, Ms*** contacted Viasat in regards to slow speeds and her Viasat Voice services not workingA Viasat Voice Support representative was able to assist Ms*** in restoring her services, and offered her a $one-time goodwill credit, which Ms*** accepted. On April 12, 2018, Ms*** contacted Viasat with a request to disconnect her services due to her slow speedsShe requested that the disconnection take place with a waiver of early termination feesMs*** was advised that she was being affected by network trafficMs*** did not proceed with the disconnection request, and her services are still currently active. In light of this complaint, Viasat has reviewed Ms*** account for slow speedsMs*** has used approximately GB of her unlimited data usage, with a reset date of May 4, A speed test run on April 13, reveals that Ms*** speeds are experiencing some network congestion, but are still within range of her plan.In resolution to this complaint, Viasat will agree to waive half of Ms*** early termination fees should she choose to disconnectIf Ms*** would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***.Thank you for the opportunity to respond.

Thank you for bringing Ms*** complaint to our attention.Each customer has access to Viasat’s Customer Agreement at exede.com/legal. New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement
prior to service installation. 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 Mr*** *** electronic signature on the Customer Agreement dated January 2018.The Customer Agreement provided to each new customer, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Our records show Ms*** purchased Viasat’s Liberty + Free Zone service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of the above points at the time of saleWe apologize if these points were not communicated to Ms*** at the point of sale.On January 25, 2018, Ms*** contacted Viasat to advise that she had been misinformed about the services that she purchased and wanted to request a disconnectionShe stated that she told the installers that she did not want the service, but it had already been installedMs*** stated that she would contact on another day to complete the disconnection.Later that day, Mr*** contacted Viasat to advise of the same misinformation of servicesHe stated that the service he was sold had no data caps, a one year contract and a wifi-enabled modemA Viasat representative correctly advised that Viasat would have to investigate the claims before any action was madeWe apologize for any misinformation Ms*** may have received about her services. In order to bring this complaint to resolution, and in recognition of Ms*** short term with our services, Viasat will agree to waive the full early termination fees for Ms*** should she choose to disconnectViasat will also agree to waive the past due balance of $as a gesture of goodwill as of January 29, If Ms*** would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***.Ms*** is still 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 UPS box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions.Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: I called the number in their response and I STILL get the same message which is that I am a third party account and then I get hung up onThey say they resolved their phone issuesWell I don't think so since I am still in the same boatRegarding the website to review my usageI go there dailyI can see how much data I used I hour by hour but it doesn't tell me how I used that dataI have done everything they have told me to do and they say I still usage when there is no way I can beFor example every night at the 11pm hour they say I use .1-dataThere is NOTHING on at that hour in my houseWe are in bed by that timeI have my phone set to not do any updates until I say it is OK, I spent money to have my computer disabled from doing Windows updatesI have my *** in airplane mode so there should no data usage there since it is not even connected to the internetI feel I am being screwed overWhy can't someone from Viasat CALL ME????? I have sent multiple emails requesting someone to call me and no one ever doesWhy is it so hard for someone in their customer service department to pick up a phone and call me??? I just don't get it!!!!!!! What I want now is someone to call meSimple as thatI don't think that is too much to ask forSo once again what I want is for someone to call meSimple right??!!
Sincerely,
*** And *** ***

Thank you for bringing Ms*** complaint to our attention.Our records show Ms*** purchased Viasat’s Unlimited Bronze service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of the following points at the time of sale
We apologize if these points were not communicated to Ms*** 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 signature. Our records show Ms*** *** electronic signature on the Customer Agreement dated May 22, 2018. Our records show Ms*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare service at $a month, applicable taxes and a $monthly equipment lease feeDue to the fact that Ms*** ordered her service during a promotional period, she was receiving the following discounts: $off her service plan for the first three months, and a $credit for her EasyCare for the first three months. The Customer Agreement provided to each new customer, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Ms*** contacted Viasat on May 22, to state that she had been installed that day, but was now experiencing no connectivityA Viasat representative assisted Ms*** in troubleshooting her service, and determined that a service call was neededThe service call was created that day, and completed on May 31, We apologize for any inconvenience this may have caused Ms***.On June 4, 2018, Ms*** contacted Viasat about her monthly billing that had generated on May 24, in the amount of $Ms*** stated that she was informed she would only pay $Ms*** then requested to disconnect her accountA Viasat representative offered to troubleshoot Ms*** service, as well as to credit a month of service due to the inconvenienceMs*** declined the offers and requested that her early termination fees be waived for misinformation about her Viasat services, as well as a refund of the May 24, billingThe Viasat representative advised Ms*** that her request for an early termination fee waiver had been approvedMs*** accepted the offer, and requested that a lease equipment recovery service call be createdThe Viasat representative assisted Ms*** in creating the service call, and read disconnection disclosures specific to disconnecting the service that dayThe disconnection was successfully processed that dayWe apologize if this is not what Ms*** requested, and for any inconvenience this may have caused. On the same day, Ms*** contacted Viasat again to state that she had requested her cancellation be future dated to take place on June 23, Ms*** requested a prorated refund due to the fact that the service had been disconnected. In resolution to this complaint, Viasat will agree to waive Ms*** early termination fees as well as provide a refund of her first month’s billing in the amount of $Ms*** refund has been processed as of June 6, and should be seen within the next three to five business daysMs*** waiver of early termination fees has also been processed as of June 6, 2018. Ms*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions.If 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.

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

Thank you. What else I wanted to say is that I really dont appreciate being called a liarI called the number on the welcoming email, which is the screen shot that I provided. I called another number the day I was told I couldnt speak to anyone higher up about this charge so I tried to call any number I found online hoping to find a corporate number. Im not trying to be difficult at all, but it is very insulting to be told I didnt do something when I know I did. As far as being told I would be charged up front, that is also falseI was never told that while signing up. Judging from the reviews online I am not the only one who was not told this. This needs to be fixed within the company because its making myself and apparently other customers not very happy. Also, today at 4:pm I got another email from Viasat telling me I would be charged another today when I just charged last week! This is insane! Especially after them saying on here even that I have no credit card on file now. Im not sure what is going on and why they are the ones not telling the truth but this needs to get worked out. This is so very unfair to the customers. I am not trying to be a problem customer but I dont want to be lied to and about by someone who is supposed to appreciate me as a customer.

Thank you for bringing Ms*** complaint to Viasat’s attentionWe apologize for any issues she may have experienced. Viasat collected $for the monthly services on December 4, 2017. On December 4, 2017, ViaSat received contact from Ms*** who requested the disconnection
of her Viasat accountDuring her conversation with the Viasat representative, Ms*** was advised that the disconnection could occur but that she would not be refunded for any unused servicesThe ViaSat representative offered to disconnect her account before her next billing cycle date to avoid any unused services; however, Ms*** requested to disconnect that day On December 6, 2017, Viasat received contact from Ms*** again to request a refund for the unused servicesDuring this conversation Ms*** was educated that that Viasat does not provide a refund for unused services regardless of when an account is disconnected. In order to bring this complaint to resolution, and as a gesture of good faith, Viasat will agree to refund Ms*** the unused services of $to the payment method on fileThe refund should be received by Ms*** within three to five business daysIf she has any additional questions or concerns, please have her contact Viasat’s 24-hour Customer Service Department at 1-855-463- Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused. At the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination feesEach of these points are addressed in
the customer agreement signed by Ms*** on March 23, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionIn order to have a service provisioned a customer has to sign the electronic customer agreementCustomers are also advised of the month contract at the time of sale. Ms*** was charged $for the first month’s bill in advance which is explained at the time of sale. In order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account due to the length of serviceViaSat has also issued a refund of $back to Ms*** todayShe will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/01) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Upon receipt of Ms***'s complaint ViaSat attempted to locate her account with the
information provided; however, we were unable toIf Ms*** could provide the account number, the name as it appears on the account, or the phone number as listed on the account, ViaSat will be able to better assist in resolving her complaint
Thank you

Complaint: ***
I am rejecting this response because: WHEN WE SPOKE WITH ***, FOR THE INITIAL CANCELLATION, HE INFORMED US OF THE FEES, BUT WERE TOLD, SINCE THERE WAS NO LOCAL PLACE AND WE WERE NOT PROVIDED WITH THE ADDRESS THAT THEY, AS A MATTER OF POLICY, SENT US A BOX TO RETURN THE EQUIPMENT. IT WOULD ARRIVE IN TO BUSINESS DAYS. AGAIN, FAILURE FOR THE BOX TO ARRIVE , EVEN AFTER CALLS, IS A MASSIVE FAILURE ON VIASATS PART. I WAS ASSURED WITH EACH CALL THAT THE BOX WAS ISSUED AND WOULD BE THERE IF TO DQYS. THE LAST CALL ON 8/I ASKED IF ANYTHING HAD BEEN DEDUCTED AND WAS TOLD NO, HE FLAT OUT LIED. THEY TOOK THE MONEY ON 8/22. SO FAR NO ONE HAS GIVEN ONE PIECE OF TRUTHFUL INFORMATION SINCE THE CANCELLATION. IF THIS IS STANDARD BUSINESS PRACTICE, THE PUBLIC NEEDS TO BE AWARE. WE WERE WITH THEM FOR A LONG, LONG TIMEWITH NO PROBLEMS. THE WITHDRAWL OF THE MONEY IS STAGGERING FOR US. WE ARE ON A FIXED INCOME. WE WILL BOUNCE CHECKS FOR THIS AND IT WILL ALL BE ON VIA SAT. WE ARE CONSIDERING LEGAL ACTION. ESPECIALLY SINCE THEY KEEP STANDING ON A LIE, THAT THE BOX WAS SENT. NOT OUR FAULT IN ANY WAY, SHAPE OR FORM.
Sincerely,
*** ***