ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/08/31) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionViaSat apologizes for any inconvenience this may have causedMs*** called on July 8, to disconnect her account and at that time requested that the box and label be
sent to a PO Box address, unfortunately boxes and labels cannot be sent to a PO Box addressOn July 9, a ViaSat representative attempted to reach Ms*** to update the address but had to leave a messageOn August 12, ViaSat charged Ms*** $for the non-returned equipmentOn August 21, ViaSat received back Ms***'s equipmentMs*** contacted ViaSat on August 28, to discuss the charges and the refund the ViaSat representative advised that a refund ticket was placed and per the process the refund can take 14-business daysMs*** requested a supervisor and at that time no supervisor was available so a call back request was placedA ViaSat supervisor attempted to reach Ms*** on August 28, but was unable to as the phone number was not taking incoming callsIn order to arrive at a resolution ViaSat has expedited the refund today August 31, and Ms*** will see the refund of $within 3-business daysMs*** can fax her running bank statement showing the overdraft charges caused by ViaSat's charge to XXX-XXX-XXXX and contact customer service at XXX-XXX-XXXX once the fax is sentThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want it known that at no time did anyone attempt to contact me! My number has not changed and has never "not been excepting in coming calls" I want a respresentative of the company to contact me directly!!! It is ridiculous to expect me to sit on hold for another 30+ minutes again!!! I can be reached at XXX-XXX-XXXX or XXX-XXX-XXXX any time from 8am - 5pm!! I will expect that someone will contact me once I send the bank statement showing my over draft fee's and not for me to have to contact them again!!!
I also was not told when I disconnected the service that the box could not go to a PO Box I have had boxes bigger than that send via USPS to my box The Post office just holds it for my pick up So that is just a big fabrication to cover for their error!!!
I have attached my bank statement that can be sent to the company and I will expect the refund of the overdraft fee's that were charged to my account because of their negligence
Also had they expedited the refund I would be able to see it on my bank account as a pending transaction and I do not see that
Final Business Response /* (4000, 9, 2015/09/02) */
Thank you for bringing Ms***'s response to ViaSat's attentionMs*** will not see a pending refund on her account right awayViaSat issues the refund and Ms*** will see the refund back to her account within 3-business days as stated in the previous responseViaSat did receive a spreadsheet from Ms*** showing overdraft chargesViaSat will always request the actual bank statement showing the overdraft charges, but has made an exception to issue a refund back using this spreadsheetViaSat has issued a refund for the $for the overdraft charges today and Ms*** will see this refund within 3-business daysViaSat feels this resolution adequately addresses Ms***'s concernsThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’ rebuttal to our attention
As previously stated, customers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location, customers are required to agree to a new 24-month minimum service term and sign a new Customer Agreement once the service is installed at their new locationIn exchange, ViaSat cancels the Customer Agreement on the original account and waives any applicable early termination feesViaSat’s early termination fees are $per month for each remaining month in the 24-month minimum service term
As Ms***, the account holder, opted to move her ViaSat service to a new location and agreed to a new 24-month minimum service term, ViaSat waived the early termination fees associated with her services located at *** *** *** ***, ***, ** *** address
Service at Mr***’ new location *** *** *** *** ** ***) was installed on March 21, 2016, at which time he electronically signed the new Customer Agreement on behalf of Ms***, thus agreeing to a new 24-month minimum service term
Once again, as Ms***, the account holder, was advised of and agreed to the new 24-month minimum service term when she called to move service, ViaSat does not agree to waive the Customer Agreement associated with her Robinson Road, Gulfport, MS address
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention
The Customer Agreement, signed by Ms*** on October 16, 2014, advises that customers are responsible for returning Viasat’s modem and transceiver within days after disconnection of the accountFailure to return the equipment
within this timeframe will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies a *** box with a prepaid return shipping label and illustrated return instructions to customers within a week after their disconnection
Our records show Ms*** called Viasat to disconnect her account on April 2, because she was moving, at which time she was informed of the disconnection disclosuresDuring this conversation, Ms*** requested that the equipment return kit be delivered to her new home addressUnfortunately, this request was not created properlyWe apologize for any frustration this may have caused Ms*** to experiencePer her request, her account was scheduled to be disconnected on April 23,
Between April 30, and May 17, 2018, Ms*** called in several times because she had not received the equipment return kitDuring these conversations, the Viasat representatives confirmed Ms***’s shipping address; however, due to an error, her shipping address was not updatedWe apologize for any frustration this may have caused Ms*** to experienceDuring an interaction on May 1, 2018, Ms*** requested that her payment method be removed from the account, and her request was processed accordingly
On May 21, 2018, Ms*** called to advise she would be taking the equipment to a *** store to ship back, at which time she was provided with the address to Viasat’s warehouseViasat received another call from Ms*** on May 22, 2018, at which time she advised that she had paid out of pocket to ship the equipment back and requested reimbursementMs*** was correctly informed that Viasat does not reimburse customers for shipping costs
Viasat received notice on June 3, that Ms*** had returned her equipmentUnfortunately, on June 24, 2018, Ms*** was erroneously billed $in unreturned equipment fees; however, as there was no payment method on file, no amount was collected
Ms*** called Viasat regarding the balance due on June 26, 2018, at which time she provided the Viasat representative with the tracking number for her *** shipmentThe Viasat representative created a request for the amount to be refunded to Ms***; however, as no payment had been received, the request was denied on July 3,
As resolution to this complaint, Viasat has waived the balance due of $as of July 5, Ms***’s account was not referred to an outside collections agency
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
The Customer Agreement signed by Ms*** on September 5, states that monthly service and lease fees are payable in advance Customers are also made aware of this at the time of the sale
Our records show Viassat charged
Ms*** $in monthly service fees on December 8, Viasat received a chargeback from Ms*** bank on January2, 2018, and issued a refund accordingly; however, as the charge was considered valid, it remained due on her accountOn January 8, 2018, Ms*** was charged $in monthly service fees plus the existing balance dueAs no payment was collected, her account was suspended for nonpayment on January 15,
On February 8, 2018, Viasat charged Ms*** an additional $in an Annual Property Tax Recovery FeeThis amount was added to the balance due, creating a total amount of $
Viasat received a call from MrMichael *** on March 1, regarding the status of the accountDuring this conversation, Mr*** expressed that he’d believed the account had been disconnected in October The Viasat representative correctly informed Mr*** that Viasat had not received any disconnection request from him or Ms*** regarding the status of the accountMr*** was also advised that the balance due was considered valid as Viasat had not received any indication that the ***s wanted to disconnect their accountPer Mr*** request, the account was disconnected at this timePrior to this interaction, Viasat had not heard from Mror Ms*** since December 9,
On April 17, 2018, the account was referred to outside collections for further action on the balance due
Regarding her inability to reach Viasat’s Customer Service Department via her phone number, our records show that it is associated with a previous DISH Network wholesale account Ms*** had prior to receiving service directly through ViasatAs Viasat’s Customer Service Department cannot assist wholesale customers, they are redirected accordingly when the call into Viasat with the phone number associated with their wholesale accountWe apologize for any frustration
As resolution to this complaint, Viasat will agree to remove Ms*** account from collections with the balance due waived in full
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention.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, signed by MsEva
*** on January 18, 2014. 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 instructionsCustomers are advised of this at the time of disconnection. On February 11, 2018, Ms*** contacted Viasat in order to request a disconnection of her servicesShe requested that the disconnection take place on February 23, At the time, disconnection disclosures were read, including information on returning her Viasat leased equipment. Unfortunately, her request to disconnect the account was not processed due to a technical error, and Ms*** contacted Viasat on February 24, to request the disconnection of her accountShe was again read disconnection disclosures, including information on returning her Viasat leased equipmentMs*** requested a refund for the monthly billing charges that had been charged the same day in the amount of $A Viasat representative assisted Ms*** in submitting a request, and the refund was processed as of March 6, 2018. On March 29, 2018, Ms*** contacted Viasat in order to request a new return kit for her equipmentShe stated that she had advised the disconnecting representative that she would not be at the location until May, which would delay the return of the equipmentThe Viasat representative assisted her in requesting a new return kit, which Ms*** should receive in the next five to seven business days. In resolution to this complaint, Viasat will agree to waive Ms***’s unreturned fees in good faith that Ms*** will still return her Viasat equipment at her earliest convenience. If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care at 1-855-463-9333.Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMs*** was installed by a self-installing dealer which means in or to have a move order request processed she will need to contact *** *** * *** @
*** Should they have any questions they can contact Partner Support Team or contact their Area Sales Manager for assistanceThe move process does require a new month contractWe apologize if Ms*** feels this was not communicated to her satisfaction On September 4, ViaSat did move forward with the request to change the name on the account from *** *** to *** *** Should Ms*** wish to move service and agree to the new year commitment she can contact her local self-installing dealer using the information aboveShould she have any further questions regarding her account she can contact customer care at ***Thank you for allowing ViaSat the opportunity to respond

I apologize for sending this response as it is clearly not for Mr***' complaintPlease see the following response below: Thank you for bringing Mr***’ complaint to our attention. The Customer Agreement, signed by Mr*** on November 8, 2017, advises that customers
are responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a UPS box, free return shipping label, and illustrated instructions that is delivered to their home address within a week after disconnecting Our records show that Mr*** disconnected his services on February 8, 2018, at which time he was informed of the disconnection disclosures, including the return of the equipmentViasat was informed on March 6, that Mr*** had returned the modem, but not the transceiver. Due to an error, Mr*** was charged twice for the unreturned transceiver in the total amount of $on March 12, We apologize for any frustration this may have caused him to experience Mr*** called Viasat multiple times the same day regarding the chargeDuring these conversations, it was confirmed that he had returned the modem and had been erroneously charged twice for the unreturned transceiverThe Viasat representative advised Mr*** that a refund request for $had been submitted, and that it would take up to to business days to be processed back to his payment method on file if the refund was approvedOur records show that a refund of $was processed on March 14, back to Mr***’ payment method on file. We apologize for any frustration Mr*** may have experienced. We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr***’ complaint. Thank you for the opportunity to respond

Thank you for bringing *** ***’s complaint to our attention
Our records show ViaSat received contact from *** *** via online chat on June 21, because she’d been charged, but had requested that the account be disconnectedAt this time, the ViaSat representative reviewed *** ***’s
account, but did not find any records of her calling to request the disconnection of the accountThe ViaSat representative offered to call *** *** in order to discuss the matter, which she accepted; however, there was no answer when the representative attempted to call herA message was left advising *** *** to call in to disconnect the accountPrior to this conversation, ViaSat last known contact with *** *** took place on March 27, in regards to her wireless connection*** *** did not request disconnection during the March interaction
*** *** called ViaSat the same day regarding the disconnection of her accountUnfortunately, the ViaSat representative was unable to assist *** *** at this time due to a technical issue, and she was advised to call back in a couple of hours to have her request processed
ViaSat received a call from *** *** on June 30, 2017, at which time she requested a refund for her monthly service fees of $When the ViaSat representative informed her that the charge was valid, *** *** requested to speak to a supervisor and the call was transferred accordingly
During her conversation with a ViaSat supervisor, *** *** informed that she wanted to disconnect the account due to connectivity issues*** *** declined an offer to troubleshoot and advised that she’d gotten the internet to stream videos, at which time the supervisor informed her that streaming could cause a high usage consumption rate*** *** was also informed that ViaSat did not guarantee that streaming services would work with the Exede Internet service*** *** declined to transition her service plan to one that offered more data when asked, and requested the disconnection of the account effective July 19, When she requested a refund for the previous payment, she was informed again that it was a valid fee and would not be refunded
As ViaSat has no record of *** *** contacted ViaSat to disconnect her account prior to June 21, and as the services are being actively used, ViaSat does not agree to issue *** *** a refund of $for the past two months of service
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,
*** ***

Complaint: ***
I am rejecting this response because:My husband never Ok'd for them to up the Data amount on account, he asked about and said he would discuss it with me and we had gone on vacation in the processSeveral others in the neighborhood have also had issues and referred to them as crooksI am seeing a patternThey have also been told numerous times we don't watch anything on *** **We don't do throb ***We even spoke with *** ** as well several times and they even stated they are lyingFirst of all we pay our bill every month and they are not suppose to directly pull a paymentIn his response they stated they tried and it failedWhere is the contract I signed for them to do this or attempt to do this? We have always paid our bill, but they do not have authorization to pull anything from my account unless I myself do a time paymentShould they cause an over draft fee by doing so they will be responsible for that fee, beings they are pulling it without permission. I appreciate ate the second guy I spoke with on the phone the other day to try any make the situation correct, I appreciate the credit, but there are many things wrong with this situation
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attentionWe apologize for any confusion she may have experienced with ViaSat
At the time of sale, Ms*** was transferred to an internal department at *** to complete the sale of the satellite internet service, not to ViaSat*** is
an authorized reseller of ViaSat’s services*** provided Ms*** credit card information when the order for her internet services was submitted to ViaSatUnfortunately, purchasing ViaSat’s service with *** does not bundle the billingViaSat handles customer billing for its own services and, therefore, Ms*** is billed separately for her ViaSat internet serviceWe apologize for any confusion regarding the sales process that Ms*** may have experienced, and if this was not communicated to her satisfaction
The Customer Agreement authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease feesThe Customer Agreement advises that monthly fees are payable in advance
The service was installed at Ms*** home on July 9, The Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signatureOur records show Ms*** electronic signature on the Customer Agreement dated July 9, We apologize for any misunderstanding regarding the electronic signature processA copy of her electronically signed Customer Agreement has been mailed to her for her review and records
On July 13, 2016, ViaSat collected an advanced payment of $for the first month of service on July 13, ViaSat received a call from Ms*** on July 15, 2016, at which time she advised that she had not authorized ViaSat to automatically bill her payment methodShe also advised that she had been under the impression that ViaSat’s bill would be bundled with ***The ViaSat representative reviewed ViaSat’s billing with Ms***, including that the Customer Agreement authorizes advanced, automatic paymentsThe ViaSat representative also inaccurately informed Ms*** that the Customer Agreement was sent to customers via a welcome email from ViaSatThe welcome email does not include the Customer AgreementWe apologize for any confusion this may have caused Ms*** to experience
Ms*** was also informed that she could access a copy of the Customer Agreement online at ***When Ms*** requested the disconnection of her account because she was unhappy with the automatic payments, she was accurately advised that early termination fees would be applied to her account, at which time she requested to speak to a supervisorMs*** call was transferred to a supervisor accordingly
During Ms*** conversation with the ViaSat supervisor, she was informed that the terms of service had to be agreed to at the time of installationThe supervisor also offered to have Ms*** payment method removed from the account, but recommended that she simply update the payment method insteadMs*** was also advised of the disclosures regarding the removal of her payment methodMs*** advised she did not want the payment method removed and that she would be updating it at another timeIt was explained to Ms*** that she could update her payment method online at *** if she registered for an account management profile there
On August 9, 2016, Ms*** updated her payment method via ViaSat’s interactive voice response system
As she has been using the service, ViaSat does not agree to waive her early termination fees in full if she chooses to disconnect; however, ViaSat will agree to waive half of the early termination fees if she disconnects prior to September 12, 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 AgreementA *** 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 she would like to disconnect her account, she may contact ViaSat’s 24-hour Customer Service Department at *** in reference to ticket no***
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: I did NOT see or have any agreement you say I signed! This electronic agreement came AFTER rep Sam B*** installed the dish on our house! I was required to pay him $cash as Mike Hanner said toThen when internet went out on 01/27thFive days after being installed! Then the rep was out of town when I called Mike/David with Wild Blue/Exede in Anchorage, AKRep Sam B*** was back in Kotzebue on 02/02/& came and installed another tria to dish outsidei called insatiable/Exede on both 2/08th and the 9th trying to get out terminate services! That's when they told me, very rudely......you allowed him to put of dish! I then said I had not seen or signed any paper work or electronic till after it was set up! Viasat then told me it was a $call out fee!!! I paid rep $cash twice after the $300.00!!!i see they are doing the same thing to so many trusting folks, and they are so rude when calling Englewood, CO!
Sincerely,
*** *** ***

Thank you for bringing Mr*** complaint to our attention.Our records show Mr*** ordered his service through ***, an authorized Viasat sales agentUnfortunately, purchasing Viasat’s service with *** does not bundle the billing. Viasat and *** handle customer billing for
their own services and therefore, Mr*** was billed separately by Viasat for Internet service. Viasat shows that Mr*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeDue to a promotional discount for new customers, Mr*** is receiving a $credit for the first three months of his service planThe 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.On February 12, 2018, Mr*** contacted Viasat in regards to experiencing slow speedsAt the time, it was determined that Mr*** was experiencing network congestion due to using over GB of dataThe Viasat representative assisting Mr*** advised of peak congestion hours, and to contact Viasat if the issues persisted outside of those hours. Mr*** contacted Viasat on that same day to advise again that he was experiencing slow speedsA Viasat representative assisted in troubleshooting Mr*** equipment and again made the determination that Mr*** was within peak congestion hoursMr*** mentioned that he was not receiving the $bundle discount for bundling his *** services with Viasat’s, and the Viasat representative assisted him in adding the discountMr*** advised that he was told that he would get his Internet and *** services for a total of $monthlyThe Viasat representative advised Mr*** of Viasat being separate from *** and of the separate billing. At this time, Viasat cannot offer Mr*** his internet services for the price of $monthly on the current service plan that he is onIn resolution to this complaint, Viasat will agree to waive the full early termination fees should Mr*** choose to disconnectMr*** may take advantage of this offer by contacting Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***. Mr*** is still responsible for returning Viasat’s modem and transceiver within days after disconnection, or he 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 his home address within a week after his disconnection, and it will include return instructions.Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: As we told them in several conversations we wanted it disconnectedI was told the last time it had been disconnectedthey need to listen to the taped conversation and they will see I have been trying to get it disconnectedthey know I have unplugged the modem as they can tell there has been no single come through since we talked to them the second timeI was told part of the data used was when they tested the system several timesI am not paying anything else and would like my money returnedI will not try to call and get it disconnected as I have already did this several timesthis is the worst service I have ever had and the worst company I have ever tried to deal with
Sincerely,
*** ***

Thank you for bringing Mr*** rebuttal to our attention
As previously stated, the Viasat Wireless Gateway (VWG) services were launched in February 2018; however, they are currently not available nationwide and are being launched in segmentsIt’s not uncommon in the telecommunications world to have different plans and packages available in different areasViasat does not have a defined timeline for when the VWG products will be available in certain areas or all customers
Viasat still does not agree to waive Mr*** early termination fees of $in full; however, Viasat has agreed to waive half of the chargeThis has been processed as of April 30, 2018, leaving Mr*** responsible for early termination fees of $
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 her or her father 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 fees
should the account be disconnected prior to the month agreement ViaSat provides the customer with a copy of the signed electronic customer agreement and in that agreement it states that the service may not work with third party equipment such as security systems, routers, and moreViaSat does cover the process for the VOIP services in the contract as well ViaSat understands that the service will not meet your father’s needs or expectations, so in order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account for both the internet and phone services It will be the customer’s responsibility to return two pieces of equipment using a prepaid shipping label and box sent by ViaSat once the account is disconnectedIf the customer fails to return the equipment detailed in the instructions that come in the box there will be a charge of $for each piece of non-returned equipment When you are ready to disconnect the account please call ###-###-#### and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have caused herAt 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 also addressed in the customer agreement signed by Ms*** on December 22, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionViaSat has included a copy of the bill showing the early termination fees for Ms***'s viewingThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***'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; it is also addressed on the first page of the Customer Agreement,
signed by Ms*** on December 16, (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 Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber's data planWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageIn July 2014, ViaSat updated the data usage meter to provide customers with a simpler view of their usage; however, ViaSat did not change the way data consumption is calculated on ViaSat's Exede networkViaSat consistently measures its customers' data and provides customers access to view his or her date usage through ViaSat's data usage meter available at www.myexede.netWhile 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 as described above
Currently, Ms*** has used GB's of the 18GB's of her purchased planViaSat understands that our services are not meeting Ms***'s needs and as a gesture of good faith ViaSat will agree to disconnect the account with waiver of the applicable early termination feesHowever, 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 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 returnMs*** may contact ViaSat's customer service department at ###-###-#### and reference ticket *** to have her ViaSat account disconnected with the early termination fees waived
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms*** *** on November 2, 2017, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination
fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On November 17, 2017, Ms*** contacted Viasat to disconnect her servicesShe requested that her early termination fees be waived since she felt she had been misinformed about the services by her sales agent and was told there was no contractThe Viasat representative she spoke with advised that they would put in a request for Ms*** account to be reviewed for an early termination fee waiver and provided Ms*** with the address to the corporate officesMs*** disconnection was successfully processed the same day.Ms*** account was reviewed for an early termination fee waiver, which was denied due to the charges being valid, and Ms*** account was then billed on December 4, in the amount of $for early termination feesSince there was no payment method on file, the charge remained on Ms*** account until it was written off to Viasat’s collections agencies on January 9, for nonpaymentWe apologize for any inconvenience this has caused Ms***. In resolution to this complaint, Ms*** account was removed from collections on February 2, 2018. Viasat did not report Ms*** account to any credit agencies. 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

Initial Business Response /* (1000, 4, 2015/12/11) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion this situation may have caused
Ms*** contacted ViaSat's customer service department on November 18, regarding the disconnection of her
ViaSat account and the bill she had since received for $ViaSat's representative advised Ms*** that this charge (which failed) was due for the early termination feesDuring her conversation with this representative, Ms*** was advised that a request would be summited to have the early termination fees of $waived
However, due to a system error this credit was not applied to Ms***'s accountSubsequently, Ms***'s ViaSat account was sent to our outside collections agency EOS on November 23, due to nonpayment
In order to bring resolution to this complaint ViaSat will agree to remove Ms***'s account from the collections process and waive the fee of $Should Ms*** have any issues or additional questions, she may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket number XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 6, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If they do clear my account,I am satisfiedHowever, I will keep a copy and stay on top of itThis company says one thing but does anotherDo you want me to let you know when it is cleared?