ViaSat, Inc.

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

Thank you for bringing Ms*** complaint to our attention.Ms***, on behalf of account holder *** ***, was responsible for returning Viasat’s modem and transceiver within days after disconnection, or the payment method on file would be subject to an unreturned equipment fee of up
to $300.00, not including taxes, per the Customer Agreement. A UPS box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it included return instructions.According to our records, Viasat received the modem on October 18, At the time, our systems had not registered the return of the satellite receiver, known as the TRIAThis lead to a systematic charge of $for unreturned equipment, plus taxes. We apologize for this error and for any inconvenience this may have caused Ms***. The $was billed on November 28, On that day, Viasat attempted to collect payment for the funds, but the payment failed, thus leaving the charge on the accountThere was no further attempt to collect payment, and the balance was written off to Viasat’s collections agenciesWe apologize for any inconvenience this may have cause Ms***. As of December 27, 2017, the $balance was removed from collections and has been waived from the accountIn order to bring this complaint to resolution, and in an offer of good faith, Viasat has refunded the $in overdraft fees to the payment method on file as of January 12, Ms*** should see the funds within the next three to five business daysViasat has also attached a copy of Ms*** final bill to this response showing a zero balance due. If she has any further questions or concerns, she may feel free to contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

Complaint: ***
I am rejecting this response because:was never informed that it was resolved when I attempted to contact themHave been contacted by collection agency
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement, signed by *** *** on December 16, 2017, advises that Viasat will not provide a pro-rated refund for any prepaid fees regardless of when the service is terminatedThe Customer Agreement also commits each
customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Our records show Ms*** ordered service through DirecTV, an authorized seller of Viasat, on December 12th, 2017, at which time she elected the Liberty - Boost + Free Zone plan. The DirecTV sales agent was required to make Ms*** aware of these pointsWe apologize these points were not clearly communicated to Ms*** at the point of sale.Ms*** contacted Viasat on December 29, for help with a connectivity issueThe Viasat guided Ms*** through troubleshooting, after which she was able to connect; however, Ms*** advised that the speeds were slowThe Viasat representative escalated the issue to a Technical Escalations representative who assisted with troubleshooting her home network, but the use of a VPN made it necessary to have Ms*** contact her personal technician. Ms*** contacted Viasat on March 28, to disconnect her serviceThe Viasat representative informed Ms*** of the disconnection disclosures, including the early termination fees, and processed her request. In resolution to this complaint, Viasat has waived the early termination fees from Mr*** account as of April 18, Viasat has also provided a $refund for monthly service to Ms*** payment method on file. Ms*** should be advised that it make take three to five business days for her to see it deposited into her account. Thank you for the opportunity to respond.

Thank you bringing Mr*** response to our attention Once again, the Customer Agreement states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the saleOur customers also receive a welcome email that provides this information as well Viasat does not charge “return fees” for failed paymentsTo this date, Viasat’s billing system is not showing a $charge to Mr*** account, if Mr*** is stating that we did assess a $charge he can fax a copy of his bank statement showing this chargeThis charge will need to reflect on the payment method we have on file for himHe can fax this to 720-228- Viasat did receive one email regarding Mr*** account before receiving the Revdex.com complaintThe Revdex.com complaint was filed just hours after receiving the email as Viasat replied to the Revdex.com complaint instead of the email Viasat does not agree to waive the early termination feesViasat did adjust off Mr*** balance of $that was charged on March 16, as per our response sent on April 2, If Mr*** does decide to reconnect with Viasat he will be required to sign a new month Customer Agreement, however, if Mr*** does decide to reconnect, his original early termination fees will be waivedViasat will not be providing any additional promotions other than what is offered at the time of reconnect Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** They left out the date on my statement 5/which clearly shows the bank reversing their provisional credit of $to me.#***Thank You *** ***

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 meThank you very much
Sincerely,
*** ***

ViaSat’s previous response outlined the information as provided to customers at the time of sale, within the Customer Agreement, and during calls into ViaSat’s Customer Service DepartmentAdditionally, on June 10, 2016, *** *** did use GB of her GB plan which caused the slow speedsAgain, ViaSat stands behind our previous offer to waive half of the early termination fees and refund the activation fee of $If *** *** chooses to move forward with the disconnection, she will be responsible for approximately $172.50, not including taxesIf she would like to disconnect her ViaSat account, she may ViaSat’s 24-hour Customer Service department at ** *** and reference ticket ***. Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for bringing Ms***'s complaint to our attention
Ms*** is a customer of *** (***) *** manages all functions for their customers including sales, technical service, customer
service, and invoicing As a result, we do not have access to Ms***'s account
In order to expedite a response to Ms***, we have forwarded her complaint to our contact at *** for handling
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/28) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
The Customer Agreement provided to each new subscriber, and signed by Mr***on July
23, 2015, (and it is also available at exede.com/legal) states ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Additionally, Mr*** is responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label was delivered to his home address within a week after his disconnection, and included illustrated instructions on what equipment he will need to return
Upon review of Mr***s account, he made contact with ViaSat's customer service department on August 15, to request the disconnection of his accountDuring his conversation with the customer service representative he was reminded of the early termination fees, but was incorrectly advised that he could make monthly payments towards the early termination feesWe apologize for this misinformation provided at the time of disconnection
As it is stated with the Customer Agreement: "If you terminate Internet Service prior to the expiration of the Minimum Service Term, you will owe (and your credit card, debit card, or bank account *** be charged) the termination fee described below (the "Termination Fee") and/or any other termination fee described in this Agreement applicable to the Service(s) you are receiving."
Again, we apologize for any misinformation provided at the time of disconnection; however, the early termination fees as assessed were validViaSat has taken corrective actions to address the misinformation provided to Mr***
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:The issue was not resolved in a timely mannerI was unable to use my bank account for several daysI had to make other arrangements for billsI had to call and cancel my automatic withdrawalsThis forced me to pay a higher rateAs of Monday morning, I haven’t seen the return of my money into my accountMy banking has been turned upside down due to their errorWhile I understand mistakes happen, Via Sat was unwilling to take action immediately or make it right for me after noticing the errorBeing without access to your own money and no access to your banking is far from acceptable customer service.
Sincerely,
*** ***

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

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

Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing Mrs***'s complaint to ViaSat's attentionWe apologize for any frustration or confusion this situation may have caused
Mrs*** contacted ViaSat's Customer Service Department on September 23, to request
the disconnection of her ViaSat servicesAs a gesture of good faith and a save offer, Mrs*** was offered a goodwill credit of $to be applied toward her next monthly paymentHowever, when her bill cycled on September 24, the credit did not apply towards this bill
The Customer Agreement signed by Mr*** on September 21, states that monthly fees are payable in advanceCustomers are also made aware of this at the time of the saleRegarding the charge to Mrs***'s credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on September 24,
On September 24, Mrs*** contacted ViaSat's Customer Service Department and spoke with a Customer Service Representative regarding the $collected on this dateDuring her conversation with ViaSat's Customer Service Representative Mrs*** was advised that these credits take business hours before the credit appliesAdditionally, Mrs*** was advised that a refund could be issued but it would take 7-business days or that she could dispute the charges with her bankDuring this call Mrs*** turned the call over to her husband, Keith ***Mr*** was informed by the Customer Service Representative if he wished to disconnect the services he would be responsible for the early termination feesUpon being advised of this information Mr*** began to use profanity with the representative and the call was subsequently disconnected due to the language being used
Mrs*** contacted ViaSat again on September 24, to discuss the disconnection of her account, the monthly credit, and broke down the charges of $Mrs*** did not allow for ViaSat's Customer Service Representative to explain any of this as she immediately requested to speak with a supervisor
In order to bring the complaint to resolution, ViaSat will agree to refund the $collected for the first monthly bill; however, Mrs*** 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 AgreementA UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to returnThe refund of $will be issued to the payment method on file and will take to business days before being issuedAs the monthly charge was valid, ViaSat does not agree to refund for any insufficient funds associated with this chargeAdditionally, ViaSat has included the signed customer agreement for Mrs***'s review
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept everything except for the fact that it was Viasats fault that my account was over draftedI was told I would be charged one amount and was charged something totally differentEverything scribed above happened on the same nightI spoke with a customer service representative before then who was the one who told me I would only have to pay $for my equipment chargesI was not told it would be on my next billI was told it would be on my first billI spoke with more than one customer service representativeNone of them would listen to what I had to say they are more interested in trying to talk over meAs I began to ask for a supervisor each and every customer service rep gave me an excuse of why I couldn't speak with oneI would also like them to be responsible for removing this satellite from my houseI can be responsible for shipping it back but I will not be responsible for removing it and damaging it because I'm not a professional and have no clue how to do it
Final Business Response /* (4000, 9, 2015/09/30) */
If Mrs*** incurred overdraft fee charges due to our charge of $116.56, ViaSat is willing to issue a refund check upon receipt of her rolling bank statement showing our charge caused the overdraft feesAdditionally, per the customer agreement signed by Mrs***, she agreed to return ViaSat's within days after termination of her ViaSat servicesPer section F within the Customer Agreement it states:
"If you fail to return leased Equipment within days after termination of this Agreement, additional charges will apply as specified in the Lease AddendumIf you purchased your Equipment, you are not required to return the Equipment upon termination of this AgreementIn any event, ViaSat is not obligated to de-install the Equipment."
Due to this, Mrs*** is responsible for the return of her leased ViaSat equipmentViaSat does not agree to send a technician to her location for return of the equipmentThe prepaid boxes do contain instructions on what to return and how to de-install
Thank you

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement, signed by Ms*** *** on March 1, 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.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.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.Ms*** contacted Viasat on March 2, 2018, the day after her installation, in order to request the disconnection of her servicesShe stated that the technician had not installed the service correctlyThe Viasat representative assisting her attempted troubleshooting, finding that her speeds were concerning, and transferred Ms*** to Viasat’s technical support teamAt that time, it was revealed that Ms*** was experiencing network congestion, which can slow customer’s speedsMs*** requested the disconnection of her services, and after proper disclosures were read, the disconnection was processed that same day. On March 4, 2018, Ms*** bill cycle date, she was charged $for early termination fees and for services used before the disconnectionWe apologize for any inconvenience this may have caused Ms***. In resolution to this complaint, Viasat will agree to refund the full amount of $charged to Ms***This has been completed as of March 6, 2018, and Ms*** should see the funds returned in the next three to five business days. 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 *** 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 Mr***’ complaint to our attentionWe apologize for any misunderstanding he may have experiencedMr*** is currently receiving the Exede Evolution 20GB at $a month, plus applicable taxes and a $monthly equipment lease feeAt the time he ordered service,
this service plan came with a promotion of the Freedom plan for the first six months, after which it reverted to the Exede Evolution 20GB planTowards the end of the promotional period, ViaSat sent an email notification advising subscribers that their promotion was coming to an end and advising them that they could transition to the Freedom service plan if they wished toOur records show this email would have been sent to you at ***@gmail.comThe Customer Agreement, signed by Mr*** on June 26, and available at exede.com/legal, states that ViaSat may discontinue, add to or revise any and all aspects of the service at its sole discretion and without noticeRecently, ViaSat removed the Freedom service plan from Mr***’ area, and introduced new its new Exede Liberty plansAs such, the Freedom plan is no longer an available option in Mr***’ area for either new or existing customersThis was explained to Mr*** during a conversation with a ViaSat representative on January 24, As a one-time courtesy in order to resolve this complaint, ViaSat will place Mr*** on the Freedom planMr*** should be advised that if he chooses to transition his service from the Freedom plan for any reason in the future, it will no longer be available to him and ViaSat will not make another accommodationIt may take up to a week for Mr***’ request to be processedThank you for 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
Ms*** contacted ViaSat on August 1, to disconnect their ViaSat accountAugust
was the same date that Ms***'s monthly bill was collectedThe Customer Agreement signed by Ms*** on April 30, 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 fees
Upon review of Ms***'s account, and the disconnection call, ViaSat determined that she was incorrectly informed that no further charges would occur as she was no longer within contractHowever, as the account was disconnected on the billing date Ms***'s account was charged $on August 1, On September 1, ViaSat issued a refund of the $to the payment method on fileMs*** should receive this refund within three to five business days from today, September 1, If she does not receive this refund within this time frame, please have Ms*** contact ViaSat's customer service department at XXX-XXX-XXXX
Again, we apologize for any confusion or frustration this situation may have causedThank 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
Thank you very much for assisting me!
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/11) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service
term commitment, early termination fees for both the Exede Voice and Internet services, and that the service speeds may vary and are no guaranteedEach of these points is also addressed in the Customer Agreement signed by Ms*** on July 14, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfaction
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that certain web pages and online applications will take significantly longer to load and some services will not be useableThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost
Our review of Ms***'s account shows that she contacted ViaSat's Sales Department on July 13, to inquire about the serviceDuring this conversation, Ms*** advised that she used the internet primarily for web browsing and considered herself a light user of the internetBased on the information provided by Ms***, the ViaSat representative recommended ViaSat's Exede GB service plan at $a month, plus applicable taxesThe ViaSat representative also advised Ms*** that ViaSat offers download speeds up to Mbps and upload speeds up to MbpsMs*** advised she would think about it and call back if she wanted to move forward with ordering service
ViaSat's Sales Department received a second call from Ms*** the same day, at which point she moved forward with ordering serviceDuring this second conversation, the ViaSat representative advised Ms*** that she could transition her service plan at any time if she determined GB of monthly data would not meet her needsMs*** understood and moved forward with order ViaSat's Exede Internet and Voice servicesThe Exede Internet service was installed at Ms***'s home on July 14, 2015; Ms*** self-installed and provisioned the Exede Voice service on July 21,
ViaSat received a call from Ms*** on July 26, regarding the speed of her serviceAt this time, the ViaSat representative advised Ms*** that the more devices were connected to her network, the slower the speeds would beAs there was no indication on ViaSat's end that there were issues with the service equipment, the ViaSat representative also recommended that Ms*** run a full system scan on her computer to ensure there were no viruses and to have a cleperformed on her systemMs*** agreed to do so
On August 1, 2015, Ms*** exceeded her monthly data usage, with the majority of her usage going towards system updates, web browsing, and media (e.g., YouTube, Netflix, Spotify, etc.)Ms*** transitioned to ViaSat's Exede GB service plan the same dayMs*** called ViaSat on August 9, to disconnect her service, at which time she was offered a retention discount of $off of her bill per month for monthsMs*** accepted this offerCurrently, her account is still active
Regarding her issues with setting up her voicemail, our records show that she made a second call to ViaSat on August 9, for assistance; however, before the ViaSat representative could guide her through steps, the call dropped
ViaSat does not agree to waive Ms***'s Exede Internet early termination fees in full if she chooses to move forward with the disconnection of her accountIn order to come to a resolution to this complaint, however, ViaSat is willing to waive half of the charge, leaving Ms*** responsible for approximately $Ms*** will be responsible for the full amount of her Exede Voice early termination feesShe will also 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 UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
As Ms*** ported her number from AT&T for use with ViaSat's Exede Voice service, she will need to port it out to a new carrier prior to disconnecting her services with ViaSatIn order to have her number ported to her previous carrier, Ms*** will need to contact AT&T and request that they port the number over to their systemViaSat cannot make this request on Ms***'s behalfWhen ViaSat receives a request from AT&T to transfer Ms***'s phone number back to AT&T it should be completed within a few hours
When Ms*** is ready to move forward with the disconnection of her account, she *** contact ViaSat at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/08/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)