ViaSat, Inc.

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

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedThe Customer Agreement provided to each new subscriber, signed by Ms*** on October 15, and 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 termSince installation, Ms*** has contacted ViaSat eight times regarding the connectivity of her ViaSat servicesDuring her conversations with the ViaSat representatives, Ms*** was advised that the connectivity issues were directly related to the breach in the Data Allowance PolicyCustomers 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 AgreementPursuant 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 workThe 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 filesMs*** contacted ViaSat on March 23, to request the disconnection of her ViaSat accountDuring her conversation she was advised of the disconnection disclosures including; the leased equipment return policy and early termination feesViaSat is unwilling to refund Ms*** early termination fees in full. However, ViaSat agrees to refund half of the early termination fees as she has returned the leased ViaSat’s equipment. ViaSat will issue a refund of $to the payment method on fileMs*** should receive this refund within three to five business days from today, April 27, Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because there was no miscommunicationI was not told this was a promo at any time. I was not given a signed receipt, nor could Viasat provide me with one, nor the name of the company or person or persons who were hereI would not have accepted the offerI would have kept what I hadAs I explained, I wanted to stream TVI had called several times before my last call on April 26. And yes, the representative did offer me to change my plan and I did initially agree and changed my mind and wanted to speak to a supervisor and was told that they would not speak to me and I insisted and was probably just put on holdMy plan was indeed changed without my explicit permissionWhen I said "No, I changed my mind" that meant NO! My phone records indicate the total time on the call was minutesAren't these calls recorded? Did anyone listen?
Sincerely,
Ann Rodriguez

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 so much for your assistance with this matter!
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
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat.Ms*** was receiving ViaSat’s Linerty GB plan with complimentary at $a month, plus applicable taxes and a $monthly equipment lease feeThe
Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets.At the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and early termination fees, equipment lease requirements, and certain gaming limitationsEach of these points is also addressed in the Customer Agreement signed by Ms*** on July 23, and available at exede.com/legal.The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data usage by a small number of customers does not negatively impact the network performance of all customersPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workWhile customers can engage in the activities described in their plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), their activities are limited by the monthly data allowance of the plan they have purchased, pursuant to the Data Allowance Policy as described above.Our records show Ms*** contacted *** on July 4, 2016, at which time she ordered ViaSat’s Liberty GB service plan with complimentary Wi-FiOn July 5, 2016, ViaSat collected a one-time installation fee of $from Ms***The service was installed at Ms*** home on July 23, 2016.On July 24, 2016, ViaSat collected a payment of $from Ms*** for her monthly service feesMs*** called the same day because she’d received notice that she was over her monthly priority dataAt this time, the ViaSat representative reviewed the details of the Liberty plans, Liberty Pass, and the Data Allowance Policy, and advised Ms*** she could transition to a service plan that would better meet her needs.Ms*** called ViaSat later the same day to disconnect because she did not believe the service would meet her needsDuring this conversation, Ms*** also advised that she felt she had been misled at the point of saleOnce again, Ms*** was reminded of the details of the Liberty plans, Liberty Pass, and Data Allowance PolicyShe was also provided with tips on how to conserve her monthly priority dataHowever, as Ms*** still wished to terminate service, the ViaSat representative reviewed all disconnection disclosures before processing her request.In response to this complaint, ViaSat had Ms*** sales call pulled for reviewOur review of Ms*** sales call shows that she advised the *** sales agent that while she was not into streaming, she and her family did participate in online gamingShe also advised that she used VPN once in a while to work from homeViaSat does not recommend the use of VPN applications with ViaSat’s serviceCustomers are informed at the time of sale that ViaSat’s service may not work well with VPN applicationsIn addition, Section of the Customer Agreement clearly states, “Virtual private networks and remote computer access may be very slow with the Internet ServiceSome virtual private networks may not work at all.”In recognition of Ms*** short term as a ViaSat subscriber, ViaSat will agree to waive her early termination fees in fullViaSat will also agree to issue her a refund for the $payment collected on July 24, However, as she had the services fully installed, ViaSat does not agree to issue a refund for the $installation fee.The waiver of Ms*** early termination fees and the refund of $have both been processed as of August 2, It may take Ms*** 3-business days for her to see the amount deposited into her account.Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement, signed by Ms*** *** on June 21, and available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from
time to time for various reasons, including inclement weather at a customer’s home or their service gateway.The Customer Agreement provided to each new customer, 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 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 July 25, 2017, Mr*** contacted Viasat to request a disconnection of her servicesShe stated that she had already gone to another provider, and would not allow Viasat the opportunity to troubleshoot her service, as required per the Customer Agreement before early termination fee waivers will be consideredThe Viasat representative assisting her advised that the early termination fees would be valid in this caseMs*** requested a supervisorUnfortunately all supervisors were assisting other customers, so Ms*** accepted a call back, which occurred on July 29, There were difficulties with the call, so the supervisor contacted Ms*** again and received voicemail. On July 29, 2017, Ms*** contacted Viasat to again request a disconnection of her services and a waiver of her early termination feesThe Viasat representative who was assisting her advised that they could open a request, but due to the circumstances it would likely be deniedMs*** then stated that she would not pay the early termination fees, but wanted to continue with her disconnectionThe disconnection was successfully processed that day.As the Viasat representative had advised, the request to waive early termination fees was denied, and Ms*** was billed $on August 24, Viasat was unsuccessful in taking a payment, and the balance remained on her account as a past due amount. On August 28, 2017, Ms*** contacted Viasat in order to request a lease equipment recovery service call for assistance in removing the satellite receiver from her roofThe service call was created successfully. On August 2017, Ms*** contacted Viasat several times in order to file a complaint against the technician assigned to her service callShe stated that the technician was sending her text messages that made her feel uncomfortable, and that he came earlier than Ms*** believed her service call to be scheduledShe was advised that a technician complaint would be filed, which was completed that dayWe apologize for any inconvenience this experience may have caused Ms***.On September 24, 2017, Viasat’s systems had not recorded the return of Ms*** equipment, as required per the Customer AgreementAs such, an additional fee of $was added to Ms*** past due balance, bringing the total to $As Ms*** had requested a stop date on her payment method, no balance was charged, and it remained on Ms*** account as a past due amount. On October 11, 2017, Ms*** contacted Viasat in order to request a new return kitShe was advised that once the equipment was returned, the unreturned equipment fees would be waived, however that the fees for early termination would be validA new return kit was ordered to the service address on fileWe apologize if Ms*** did not receive this return kit.There was no further contact on Ms*** account until February 6, Ms*** called in to request what could be done for the past due balance on the accountMs*** was advised that if she returned the equipment, the unreturned equipment fees could be waived, but the early termination fees would be validMs*** stated that she had never received the return labels, and the Viasat representative assisting her requested a new kit to be delivered. Ms*** requested this again on February 23, 2018, and again a new kit was requestedWe apologize for any inconvenience this may have caused Ms***. In light of Ms*** complaint, Viasat has escalated a new request for a return kit to be shipped to the following address: *** *** ***
*** ** ***In addition, Viasat will agree to waive half of the early termination fee balance (164.28) in good faith for the inconvenience that Ms*** has experienced with Viasat’s authorized contractorsViasat will not agree to waive the past due balance for the unreturned equipment until Ms*** equipment has been returned. 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, 5, 2015/09/29) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this *** have causedMrGuy was charged $on July 1, for the early termination feesThis fee was never paid so it stayed on the
accountMrGuy was then charged $for non-returned equipment on August 1, bringing the total due to $On August 28, ViaSat reversed the charges of $as the equipment was returned, leaving the balance of $on the accountMs*** called ViaSat on August 26, and made a one-time payment of $to the account to bring the balance to $As of today September 29, the account balance is at $MrGuy will no longer receive emails or collection noticesThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I still feel this company is unethical and will take advandage of people that will not stand up for themselvesI would not advise anyone to use their servicesI should not have had to contact the company to let them know they were not going to take advantage of my sonI believe they would have continued to try to ruin his credit even though they had already received their equipment and had not removed it from his account
Especially since the company misled my son as to the capibilites of the internet to work with his online gaming systemWhen he contacted them the day after his service started and was told he would have to pay the disconnect fee reguardlessI just wish he had let me know as soon as it happened so I could have helped him resolve the matter

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data usage by a small number of customers does not
negatively impact the network performance of all customersViaSat’s Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms*** on April 22, (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 workThe 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
Ms*** called DIRECTV, an authorized ViaSat sales agent, on April 16, 2016, at which time she elected ViaSat’s Exede Liberty 10GB plan at $59.99, plus applicable taxes and a $monthly equipment lease feeThis service plan provides 10GB of monthly priority data, download speeds up to Mbps, and upload speeds up to MbpsThe Liberty plans also provide customers with Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their Priority Data resetsThe ViaSat service was installed at Ms*** home on April 22,
ViaSat received a call from Ms*** on April 25, because she’d received notice that she had exceeded her monthly priority data, and had not been aware that ViaSat’s services came with data limitsDuring this conversation, the ViaSat representative provided Ms*** with the details of her service planWhen Ms*** expressed interest in disconnecting, the representative also reminded her of her signed Customer Agreement and the applicable early termination fees before processing her requestAt this time, Ms*** asked to speak to a supervisor, but one was unavailableOn multiple occasions, Ms*** was offered a callback from a supervisor at a later timeMs*** declined each offer and opted to wait on hold until a supervisor was available
During her conversation with the ViaSat supervisor, Ms*** requested that her early termination fees be waived because she’d been unaware of the Data Allowance PolicyAt this time, the ViaSat supervisor reminded her that the Data Allowance Policy was addressed in the Customer Agreement, and that ViaSat sends a confirmation email to customers once their order has been placed which provides information on their service planThe supervisor also provided Ms*** with information on the other plans that had been available to herMs*** ended the call
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service 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
In order to resolve this complaint, and in recognition of Ms*** short term as a ViaSat subscriber, ViaSat will agree to waive her early termination fees in fullMs*** 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 return
Ms*** early termination fees have been waived as of April 27,
We apologize for any frustration she may have experienced with ViaSatThank you for the opportunity to respond

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

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Ms*** was receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides
customers with GB of monthly priority data; download speeds up to Mbps; upload speeds up to Mbps; and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets
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 softwareBecause of these many variables, ViaSat cannot guarantee any particular speedViaSat discloses at the point of sale and in its Customer Agreement, signed by MrRobert ***, the account holder, on November 3, 3016, that speeds may vary and are not guaranteed
Service speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of saleLiberty Pass speeds will vary based on the time of day and the customer’s geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair the ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage thresholdHeavier users of Liberty Pass will experience slower speeds than lighter users
While we strive to provide 1-Mbps speeds when using Liberty Pass, when the network is busy, typically in the evening hours, we cannot guarantee that we can continue to provide these speedsCustomers may experience these slower speeds by their connection “timing out” when attempting to visit websites or download and stream contentThe use of multiple devices with our service also has an impact on speeds and will result in web pages failing to load
Our records show Ms*** called ViaSat on November 5, because she was experiencing slow speedsAt this time, she was informed that she had exceeded her monthly priority data and had been placed into the Liberty Pass, per the Data Allowance PolicyThe ViaSat representative also advised Ms*** that she could transition her service plan to one that better met her needs, after which Ms*** ended the call
ViaSat received another call from Ms*** on November 13, 2016, at which time she requested the disconnection of her account due to the data limitationsDuring this conversation, the ViaSat representative offered Ms*** a discount of $off her bill per month for six months if she would retain service, but Ms*** declinedAt this time, Ms*** was advised of the disconnection disclosures, including the early termination fees and that she would not be provided with a refund for any unused services, before her account was disconnected
On December 4, 2016, ViaSat charged Ms*** $in early termination fees, but the payment failedSubsequently, on January 3, 2017, the balance due was sent to an outside collections agency for further action
ViaSat’s certified technicians are authorized to offer additional services, such as a wall drop, and charge the customer for those optional servicesWe apologize for any misunderstanding at the time of installationWe apologize for any misunderstanding at the time of installation of if this was not communicated clearly at the point of sale
As resolution to this complaint, and in consideration of Ms***’s short term as a ViaSat subscriber, ViaSat has escalated a request to have her account removed from collections as of January 23, ViaSat did not report Ms***’s account to any credit agencies

Complaint: ***
I am rejecting this response because: For give me for taking perhaps more than days to respond, however it was a holiday weekend and the internet required to respond was either unresponsive or out all togetherI dispute the amount of times the company stated I had called to complain for it was many more times than listed.Also I vented fully in a survey and received no feed back at allThis company is as unresponsive as their internet. I dispute the "upgrade" time overnightIt ends very much earlier than the time listed AND the turn over at am and 6am usually knocks us off line completely and I have to use my tech skills to attempt to reestablishNo I do not call them anymore for I know I am a beaten consumer with no other choice
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
Thank you for your intervention on this matter
Sincerely,
*** *** *** ***

Initial Business Response /* (1000, 14, 2015/12/28) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any issues she may have experienced
Ms***'s original ViaSat account was disconnected in June 2014; however, in August a new account was
established by Ms***ViaSat has not received contact from Ms*** since May 09, During her conversation with ViaSat's representative Ms*** requested information regarding her ViaSat services, and additional plan detailsMs*** was offered a free month of service during this time and she acceptedThis credit was successfully applied to her account during this time
Ms***'s ViaSat services were suspended on November 7, due to nonpayment of her ViaSat servicesHowever, a credit for her November payment has been applied to her accountAs Ms*** is requesting to disconnect her ViaSat services, ViaSat will agree to do so; however, she will be responsible for returning the leased equipmentShe may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket number XXXXXXXXThis ticket will outline that her account will be disconnected and no early termination fees shall apply
Ms***'s 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 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
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 16, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What they stated is not ture and they are trying to make me pay is the bill they just sent to me in my email I want to make sure this dose not go on my credit Report at all and as soon as I get something that they won't do this ! My new address is*** *** *** XXXXX send me the box and I will return the equitmen
Final Business Response /* (4000, 18, 2016/01/06) */
As Ms***'s ViaSat account has not been disconnected as of this time, ViaSat is unable to request boxes be sent to herAs stated in our previous reply, she *** contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket number XXXXXXXXThis ticket will outline that her account will be disconnected and no early termination fees shall applyAt the time she calls to disconnect her account please have her inform the agent of the new address in which the prepaid labels and boxes need to be sentAdditionally, as stated previously, Ms*** has a credit on her account for the November monthly chargeThank you
Complaint Response Date bumped because: Data Base Migration
Final Consumer Response /* (2000, 20, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will call to day but if they do not live up to this agreement then I will have the case reopen thank you

Thank you for bringing Mr***' complaint to ViaSat's attentionWe apologize for any confusion 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 Mrs***
on November 5, (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
Exede's Data Allowance Policy is structured with a single data amount for downloads and uploads combinedViaSat's service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance policyPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageViaSat does not automatically charge customers when they go over their monthly data allotmentCustomers 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
Given the short amount of time that Mr***' ViaSat account has been active, and in order to bring this complaint to a resolution, ViaSat will agree to disconnect the account with waiver of the applicable early termination feesHowever, ViaSat does not agree to refund any charges assessed for monthly services utilized thus farIf Mr*** wishes to disconnect his ViaSat account with waiver of the early termination fees please have him contact ViaSat's customer service department at *** and reference ticket number ***
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 free return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return
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. We are very pleased with prompt response and detailed explaination of costs, fees as detailed by businesses response and agree with ViaSats responseWe await USPS invoice but otherwise acceptable with our claim and wish to close as such
Sincerely,
*** ***

Thank you for bringing Ms***’ complaint to our attention
Our records show that Ms***’ original account was disconnected on January 28, Ms*** called Viasat on January 29, to advise that the account had been disconnected in error, at which time her account was reconnected
The early termination fees and the unreturned equipment fees on her original account were waived, per process
Viasat’s reconnection process requires customers to agree to a new 24-month minimum service termCustomers are informed of this at the time they request the reconnection of their account
Viasat received a call from Ms*** on September 4, regarding the length of her minimum service term, at which time she was informed accordinglyDuring this conversation, Ms*** advised that her account had been disconnected in error, and did not want to be charge early termination fees when she chose to disconnectThe Viasat representative informed Ms*** that a waiver request for the early termination fees could be created when she disconnected service
Ms*** called Viasat on June 19, to disconnect service, at which time an early termination fee waiver request was submitted, with Ms*** being informed that there was no guarantee the request would be approvedThe request was declined on June 26, as the early termination fees were considered valid
On July 1, 2018, Ms*** was charged $in early termination feesShe called Viasat the same day regarding the charge, at which time she was informed that the waiver request had been rejected
As resolution to this complaint, Viasat has issued a refund of $to Ms***’ payment method as of July 11, Ms*** should be advised that it may take three to five (to 5) business days for her to see the amount deposited into her account
We apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond

Initial Business Response /* (1000, 4, 2015/11/17) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Our records show Ms*** contacted ViaSat via online chat on August 20, regarding an issue with the speed
of her serviceDuring the conversation with the ViaSat representative, Ms*** was advised that her modem software was not up to date, and asked to call into ViaSat's 24-hour Customer Service Department to have it upgraded to the most recent versionOur records do not show that Ms*** ever called in to have her modem software upgraded
Ms*** called ViaSat again on August 27, regarding the installer drilling holes through her roof and ceiling, stating that the installer had advised he'd return to fix it and never hadWhen Ms*** advised that she was supposed to have a service call in place for the issue, the ViaSat representative could not find record of Ms*** calling in to order oneAs Ms*** was going out of town, the ViaSat representative advised her to call in when she was back on site so a service call could be ordered and scheduled
ViaSat received another call from Ms*** on September 8, because she'd been experiencing connectivity issues since her installationMs*** advised the ViaSat representative that she was supposed to be given a credit for her downtime, but the representative could not find record of this; however, our records show the ViaSat representative provided Ms*** with a $credit, ordered a free service call for her, and escalated her roof damage claim internally for review
On September 15, 2015, ViaSat's technician went out to Ms***'s home to take pictures of the damage and speak to her landlordAt this time, it was determined that Ms***'s roof would need to be repaired before her service call could be fulfilledMs*** called ViaSat later that day to advise that her landlord had taken care of the roof, and to disconnect her accountDuring this conversation, the ViaSat representative offered Ms*** a free month of service if she would retain ViaSat's serviceMs*** accepted the offerUnfortunately, our records show Ms***'s credit for a free month of service was cancelledWe apologize for any inconvenience this may have caused her to experience
ViaSat received another call from Ms*** on September 16, regarding her connectivity issues, at which time a second service call was ordered and scheduled for the afternoon of September 22, Subsequently, Ms***'s previous service call was cancelled as a duplicate order
ViaSat's technician attempted to contact Ms*** four times on the date of her appointment (September 22, 2015), but was unable to reach her due to the phone number on her work order being disconnectedMs*** called ViaSat the same day because the technician did not show upAt this time, Ms*** was incorrectly advised that no service call was scheduled for that time, but that one had previously been cancelledWe apologize for any frustration this misinformation *** have caused Ms*** to experienceOur records show the service call in question was not cancelled until September 29, 2015, when ViaSat's Home Service Provider closed out the work order because they'd been unable to get in touch with Ms***
On October 1, 2015, Ms*** called ViaSat to disconnect her account, at which time she was reminded of her signed Customer Agreement and the early termination fees
The Customer Agreement provided to each new subscriber, signed by Ms*** on August 10, and 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 termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
On October 12, 2015, ViaSat charged Ms*** $in early termination fees, but the payment failedOn October 23, 2015, a refund check for $was sent to Ms***
Ms*** called ViaSat on October 30, regarding her damage claim, at which point another escalation was issuedAs of November 4, 2015, ViaSat's Home Service Provider has attempted to reach out to Ms*** with no success
In order to come to a resolution regarding this complaint, ViaSat has waived the balance due of $from Ms***'s account as of November 17, ViaSat has also internally escalated Ms***'s damage claim to its Installer Relations Department for review and resolution
We apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond

Thank you for bringing Ms***s' response to ViaSat's attentionAs stated in the previous response the refund of $was issued back to her on January 4, 2016, along with that refund an extra $was sent to Ms***s which she will in return want to contact customer care at ###-###-#### in order to pay that amount backWe apologize for any inconvenience this may have caused Ms***sThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’ response to ViaSat’s attentionAs stated in the previous response, ViaSat has a signed customer agreement on file that was done at the time of installationViaSat cannot provision a customer’s account without having the signed documentationAttached you will find a copy of the electronic customer agreementShould Ms*** wish to disconnect the account the charges will be validThank you for allowing ViaSat the opportunity to reply