ViaSat, Inc.

Thank you for bringing Mr***’ complaint to our attention
Mr*** is currently receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes and a $monthly equipment lease feeMr***’ Liberty service plan provides GB of monthly Priority Data
allowance for use at regular speeds of up to Mbps download and Mbps uploadsPursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass (at no extra cost), which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetCustomers are informed of this information when they select one of Viasat’s Liberty plans, and it is addressed in Viasat’s Customer Agreement and Data Allowance Policy available at exede.com/legal
Customers 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 soAdditionally, the above-referenced service plan comes with a Free Zone from 3:AM to 6:AM, during which unmetered service is provided at no additional cost
Our records show Mrs*** called Viasat on July 14, regarding her data usageAt this time, the Viasat representative reviewed the Data Allowance Policy, Viasat’s Buy More option, and the Free Zone with Mrs***Additionally, the Viasat representative performed a one-time removal from Liberty Pass speeds
Mrs*** called Viasat on August 16, regarding her data usage, at which time she was informed that most of her data had gone towards web browsing and social networkingThe Viasat representative also offered to review the other service plans available to Mrs*** so she transition to one that better met her needs, but Mrs*** declined and requested disconnectionAs a courtesy, the Viasat representative offered Mrs*** GB of free additional data, which Mrs*** accepted
Viasat received another call from Mrs*** on August 23, regarding her data, at which time the Viasat representative once again reviewed the usage with her, advising that the majority of it had gone towards social networkingMrs*** requested a review of her data on October 16, when she, at which time she was informed that the majority of her data for that billing period had gone towards online gaming
Viasat did not hear back from Ms*** until January 11, 2018, at which time a Viasat representative reviewed her data usage and informed her that the majority of it had gone towards social networkingMrs*** inquired again on January 13, 2018, and was once again advised that it had mostly gone towards social mediaMrs*** was also informed that some system updates had also consumed her data, and it was recommended to her that she schedule any updates during her Free ZoneMrs*** expressed interest in disconnecting, but advised she would call back to do so
Mrs*** contacted Viasat again on February 14, regarding her data allowanceDuring this conversation, the Viasat representative explained data usage to Mrs***The Viasat representative also offered to transition Mrs***’ service plan to one that would better meet her data usage needs, but the offer was declined; however, Mrs*** accepted an offer of GB of free additional data
Our review of Mr***’ data usage for the current billing cycle of March 4, through April 3, shows that she has used GB out of her GB monthly Priority Data allowanceThe highest usage date was March 4, The data usage has gone towards the following online activities:
• System updates
• Web browsing
• Media
• Social networking
• Storage
• Marketplaces
• Communications
• Gaming
• Miscellaneous applications
If Mr*** feels that the Priority Data allowance of his current service plan is not meeting his needs, the following service plans are available in his area:
• Unlimited Data Bronze 12: $a month, plus applicable taxes and a $monthly equipment lease fee
• Unlimited Data Silver 12: $a month, plus applicable taxes and a $monthly equipment lease fee
• Unlimited Data Gold 12: $a month, plus applicable taxes and a $monthly equipment lease fee
If Mr*** has any questions regarding his data usage, or if he would like to transition to a service plan that better meets his needs, he may contact Viasat’s 24-hour Customer Service Department at 1-855-463-
Thank you for the opportunity to respond."

Thank you for Mr*** rebuttal to our attention
The documentation provided by Mr*** does not show that ViaSat successfully collected the payments scheduled through his online banking programIt states that they were “Delivered” but not “Completed” or “Paid.” ViaSat will require a rolling bank statement showing that the money was successfully withdrawn from Mr***’s account before any refund can be determined
Regarding the online bill pay, we apologize that it was not communicated to Mr*** that ViaSat’s systems currently do not support the bill pay option through a subscriber’s bankViaSat only accepts payments through credit card, debit card, or electronic funds transfers
On April 24, 2016, ViaSat charged Mr*** $for his early termination fees and a one-time Annual Property Tax Recovery Fee, which is a fee to cover the associated costs of our company paying for property taxes on the leased equipment installed at our customers’ homesThis payment failed
In order to resolve this complaint, ViaSat will waive the balance due of $in full from Mr***’s accountThis waiver has been applied as of May 4, Mr*** currently does not owe anything further to ViaSat
Thank you for the opportunity to respond

Dear Ms***:
We understand you submitted a complaint through the Revdex.com regarding ViaSat’s Internet serviceUnfortunately, due to a system error at the Revdex.com, ViaSat did not receive your complaint until recently and would like to now assist you with any outstanding concerns you may haveIf you
are still in need of assistance with the issue submitted in your complaint please contact us by calling our Executive Escalations Department at ###-###-#### during business hours or by emailing ***You may also contact us by calling ViaSat’s 24-hour Customer Care Department at ###-###-#### for assistanceWe apologize for any frustration you may have experienced regarding your Revdex.com complaint submission and would like the opportunity to assist in resolving your issue
Regards,
ViaSat Satellite Services
Consumer Affairs Department

To whom it may concern, I will agree to money being credited to my credit card instead of next months bill I would also like to respond that some of the information that was sent off my complaint is inaccurate I called June 14, not June 16, 2016, and I never wanted to disconnect my service I wanted to put on vacation plan like I have for the past years with this company, and why would I send equipment back if I was on vacation plan? I had no knowledge that I was disconnected until I got calls from a collection agency then I called several times to dispute this disconnection, and the agents assured me that it is in the supervisors hands , and not to take the collection calls Then I call on Sept to have it connected off of vacation plan only to find out know one took care of problem Also they tried to take the equipment fee which totaled out of my bank, and there wasn't enough funds and I was charged a insufficient fund charge of dollars So I will accept the money being offered, but only to the card on file PERIOD I just want to make this clear I called on June for vacation plan why would I ever call back days later to disconnect? My files should reflect that I hVe put on vacation mode for years now Very dissatisfied with your company, and I am looking for other internet providers in my area

[A default letter is provided here which indicates your acceptance of Arbitration If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .***,and find that arbitration is necessary
Sincerely,
*** ***

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 have included a short word doc
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
I was not aware of month contract and I called before the 16th of December I have made calls in total so the response is not factual at all they lie and I was told there was a a charge to disconnect only when I asked to cancel records obviously are wrong and I never signed a contract and won't out it is not just speed it does not work 90% of the time so u want me to pay for a service that does not work what a ripoff company
Complaint Response Date bumped because: Holiday

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 *** ***’s complaint to our attention
The Customer Agreement, signed by *** *** on December 8, and available at exede.com/legal, states that monthly service and lease fees are payable in advance, and that ViaSat will not provide a pro-rata refund for any prepaid
fees regardless of when the service is terminated
Our records show ViaSat charged *** *** $in monthly service fees on July 12, Later the same day, *** *** called to disconnect service, at which time his request was processed accordinglyViaSat received two additional calls from *** *** the same day and one on July 13, regarding the monthly service feeEach time, he was advised that ViaSat did not issue refunds for unused services
On July 17, 2017, the payment of $was failed by *** ***’s bank, leaving a balance due on the accountThis balance due was billed on August 12, 2017; however, as *** ***’s payment method had been cancelled on July 19, 2017, no payment was collected
*** *** called ViaSat on August 21, regarding the balance dueOnce again, he was informed that ViaSat did not provide any prorated credits or refunds for unused service
As resolution to this complaint, ViaSat has waived the balance due of $as of August 22,
Thank you for the opportunity to respond

To whom it may concern, I will agree to money being credited to my credit card instead of next months bill I would also like to respond that some of the information that was sent off my complaint is inaccurate I called June 14, not June 16, 2016, and I never wanted to disconnect my service I wanted to put on vacation plan like I have for the past years with this company, and why would I send equipment back if I was on vacation plan? I had no knowledge that I was disconnected until I got calls from a collection agency then I called several times to dispute this disconnection, and the agents assured me that it is in the supervisors hands , and not to take the collection calls Then I call on Sept to have it connected off of vacation plan only to find out know one took care of problem Also they tried to take the equipment fee which totaled out of my bank, and there wasn't enough funds and I was charged a insufficient fund charge of dollars So I will accept the money being offered, but only to the card on file PERIOD I just want to make this clear I called on June for vacation plan why would I ever call back days later to disconnect? My files should reflect that I hVe put on vacation mode for years now Very dissatisfied with your company, and I am looking for other internet providers in my area

Complaint: ***
I am rejecting this response because: they still want to charge me for a service that was cancelled within a two week period, and their local sales representative was grossly misleading and deceptive. There should be a a leeway time to cancel service if a customer is dissatisfied, misleaded, and deceived.
Sincerely,
*** ***

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this siltation may have caused On May 4, 2016, *** *** contacted ViaSat to request a service call and informed ViaSat that she would be cancelling her services at the end of
MayDuring her conversation with the ViaSat representative, *** *** was offered a credit of $for the requested service call A ViaSat supervisor reviewed the request for a $credit on May 6, 2016, and ultimately confirmed that the credit was invalidTherefore, on May 8, 2016, a ViaSat representative attempted to reach out to *** *** directly to inform her of this information ViaSat did not receive contact from *** *** again until May 16, regarding the service call and its chargeDuring her conversation with the representative, *** *** was informed that the service call charge of $was valid. On June 29, 2016, ViaSat received contact from *** *** again as she was charged $on June 1, for the service call feeAs *** *** was previously advised that the service call charge of $was valid, the ViaSat representative declined to refund *** *** the charge of $which occurred on June 1, 2016. In order to bring resolution to this complaint, ViaSat will agree to refund $to *** *** payment method on fileThe refund was issued on July 5, 2016, and should be received by *** *** in three to five business daysShould she not receive the refund within this time frame, please have her contact ViaSat’s 24-Hour customer service department at *** Thank you for the opportunity to respond

Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are advised of ViaSat's Data Allowance Policy, the 24-month minimum service contract, and the early termination fees should the account be
disconnected earlyEach of these points is also addressed in the Customer Agreement signed by Mr*** on December 31, and available at exede.com/legalIt is the subscriber's responsibility to read the Customer Agreement before signing itWe apologize if Mr*** feels these points were not communicated to his satisfactionThere is no day grace period or law that allows the customer to cancel the contract without a penalty feeWe apologize that the service is not going to meet Mr***'s needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive half of the early termination fees should he wish to disconnectHe can call customer service at ###-###-#### and reference ticket ***Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’s complaint to our attention
Mr*** was receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare 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 ***, if a customer uses more than GB of data during their monthly billing period while receiving the Unlimited Data Silver plan, 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 ***
The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show Mr***’s electronic signature on the Customer Agreement dated March 3,
Our records show Mr*** called Viasat’s Sales Department on February 28, to inquire about serviceDuring this conversation, Mr*** informed the Viasat representative of what he typically used the internet for, and was recommended the Unlimited Data Bronze service planThe Viasat representative incorrectly informed Mr*** that his service speeds would not go any lower than Mbps once he’d reached the deprioritization threshold for the service planMr*** did not order service that day; however, he called back on March 1, to place an order, at which time he elected the Unlimited Data Silver service planThe service was installed at Mr***’s home on March 3,
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 Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
Mr*** called Viasat on March 4, because he was experiencing slow speeds, at which time he was informed of network congestion in his area impacting his serviceWhen Mr*** requested disconnection because he was receiving download speeds below Mbps, he was reminded of the early termination fees
On March 5, 2018, Mr*** called Viasat once again regarding the speed of his serviceThe Viasat representative attempted to guide Mr*** through troubleshooting, but could not complete the process because Mr*** was unable to directly connect his device to the Viasat modemMr*** was once again advised that network congestion was impacting his service
Mr*** requested the disconnection of his account on March 10, 2018, at which time he was informed of the disconnection disclosuresMr*** disputed the Customer Agreement, but moved forward with the disconnection regardless
The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
As resolution to this complaint, Viasat has waived Mr***’s early termination fees in full as of March 12, As Mr*** was using the service, Viasat does not agree to issue a refund for the monthly service payment of $he made on March 4,
Thank you for the opportunity to respond

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused An account was established with ViaSat on January 16, under the name *** *** and at that time, a payment method was provided
by *** ***Between January and June 1, 2017, ViaSat collected monthly payments from the payment method provided by *** *** On June 12, 2017, *** *** contacted ViaSat to discuss her payment method on *** ***’ ViaSat accountDuring this conversation, *** *** was educated that she would need to contact ViaSat’s Legal department for further assistanceAs of today, June 19, 2017, ViaSat’s Legal department has not received contact from *** *** On June 15, 2017, the payment method on file has been removed from *** ***’ accountIf the charges to *** ***’s payment method are not valid, we encourage her to resume the chargeback process with her bank If to *** *** has any further questions or concerns, please have her contact ViaSat’s 24-hour Customer Service department at *** ***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 December 14, 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 April 12, 2018, Ms*** contacted Viasat to request a disconnection of her Viasat servicesThe Viasat representative assisting her read disconnection disclosures, including information regarding early termination feesMs*** agreed to proceed with the disconnectionShe also requested for the payment method on file to be stopdatedThe Viasat representative read Ms*** disclosures, including information on the estimated processing time (approximately a week) for this requestMs*** account was successfully disconnected on April 14, 2018. On April 16, 2018, Ms*** billing generated in the amount of $for early termination feesDue to a failed payment, Viasat was unsuccessful in taking a payment for the amount, leaving it as a past due balance on Ms*** account. On April 18, 2018, Ms*** contacted Viasat multiple times to request a refund of the amount charged, as she stated that Viasat had taken money out of her account without authorizationA Viasat supervisory representative correctly advised Ms*** that no refund would be due. On June 5, 2018, due to non-payment of the past due balance, Ms*** account was written off to Viasat’s outside collections agencies. At this time, Viasat believes that all appropriate actions have been taken, and does not agree to waive Ms*** past due balanceIf 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 *** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused The Customer Agreement signed by *** *** on March 02, states that monthly fees are payable in advance. Customers are also made aware of this
at the time of the sale. Regarding the charges to *** *** ViaSat account, ViaSat attempted collected an advanced payment for the monthly services on February 4, March 4, and April 4, However, each time ViaSat was unsuccessful at collecting these payments On January 18, *** *** contacted ViaSat to discuss moving her ViaSat outdoor unitDuring this conversation, the representative advised *** *** that she would need to upgrade her services from WildBlue to Exede in order to get a technician to her location*** *** declined this offer and advised the representative that she would hold off on upgrading her services and obtaining a service call, but would call back at a later date ViaSat received contact from *** *** again regarding the moving of her ViaSat outdoor unit on February 12, Again, during this conversation *** *** was advised that she would need to upgrade her account; however, she once again declined this offer On March 7, *** *** contacted ViaSat to discuss the disconnection of her ViaSat account as she believed it was to have been disconnected prior to this dateDuring her conversation with the representative, *** *** was advised that a goodwill credit would be applied to her account for the $Due to an error, *** *** ViaSat account was not properly disconnected at this time and subsequently leaving a remaining balance on *** *** account for $ In order to bring resolution to this complaint, ViaSat has applied a goodwill credit of $to *** *** accountThis will bring *** *** account balance to zero and no further charges shall occurIf *** *** as any additional questions or concerns regarding her ViaSat account, please have her contact ViaSat 24-Hour Customer Service Department at ** ***Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have causedMs*** ‘s Exede Liberty service plan provides 12GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and
3Mbps uploads. Pursuant to ViaSat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets. When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms*** on October 14, On October 15, 2016, Ms*** contacted ViaSat to request the disconnection of her ViaSat account due to the Data Allowance Policy and the package she believed she was misled at the time of saleAt the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as based on the service plans available in the area. Customers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their areaNevertheless, as a gesture of good faith, on October 17, 2016, a ViaSat supervisor agreed to disconnect her account with waiver of the early termination feesHowever, at this time, Ms*** did not disconnect her account as she needed to find an alternate ISPViaSat did not receive contact from Ms*** again until December 17, At which time, Ms*** stated that the services should have been disconnected already and requested a refund of $as she was charged overdraft charges because of the charge of $on December 16, Ms*** was educated that this charge was for monthly services yet; she stated the charge was invalid and requested a refund for the overdraft feeMs*** was educated to fax in her bank statement showing the ViaSat charge caused the overdraft feeOn December 30, 2016, Ms*** contacted ViaSat to request further information regarding the overdraft refundDuring this conversation, the ViaSat representative escalated Ms***’s complaint to our customer advocate team who advised that the charge was from her first statement, and it appears that Ms***’s account was already in the negative prior to our chargesNevertheless, on January 4, 2017, Ms*** was refunded $to the payment method on file for the charges collected on December 16, Ms*** contacted ViaSat on January 16, 2017, to discuss the early termination fees of $collected by ViaSat on January 17, During this conversation, Ms*** was being educated that they would request a refund for this charge; however, she ended the call before it was completedHowever, on January 18, 2017, ViaSat issued a refund of $to the payment method on fileShe should receive this refund within three to five business daysAdditionally, per Ms***’s request on January 16, 2017, the payment method on file has stop date of January 20, No further charges shall occur on this payment method after this datePlease be advised, Ms*** was responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a prepaid return shipping label was delivered to her home address on December 21, 2016, and it will include return instructionsViaSat has yet to receive Ms***’s leased ViaSat equipmentIf Ms*** requires an additional shipment, please have her contact ViaSat’s customer service at ***Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with Viasat
In order to expedite Ms*** concerns, Viasat recommends that she issue a chargeback dispute through her financial institutionAlternatively, if Ms***
does not want to take this route, she may email a copy of her bank statement showing the charge and provide the last four digits of her payment method so Viasat may further research and locate the charge in questionThis documentation may be emailed to [email protected]*** should be advised to black out any personal information
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,
*** ***