ViaSat, Inc.

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused her At the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination fees should the account be disconnected
prior to the monthsEach of these points are also addressed in the customer agreement signed by Ms*** on August 3, and available at ***We apologize if Ms*** feels these points were not communicated to her satisfactionViaSat requires that the electronic customer agreement be signed prior to the services being activatedMs*** would have had to sign this via her computer at the point of installation with the technician that was onsite in order for the services to be activatedViaSat understands that the services are not meeting Ms*** needs or expectations so in order to arrive at a resolution ViaSat will waive the early termination fees should Ms*** wish to disconnectMs*** will need to contact ViaSat at ###-###-#### and reference ticket number *** to have the account disconnected and the fees waivedWhen Ms*** calls the disclosures will be read and Ms*** will be responsible for sending back the modem and the tria which is a piece from the dish using the prepaid shipping label and box supplied by ViaSat once the account is disconnectedViaSat does not send a technician to come to the home to remove the dish or the equipment without a charge Thank you for allowing ViaSat the opportunity to respond Tell us why here

*** ***Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr*** was charged a total of $on December 24, for the early termination fees to the accountViaSat does not offer refunds or credits
for unused services; we apologize if Mr*** was explained otherwiseIn order to arrive at a resolution ViaSat has issued a refund of $back to Mr*** today and he will see that on his payment method that he had on file within 3-business daysThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:The response was not appropriate for a businessThey even stated themselves that on March I received the box to return the equipment and the following day they charged for non returned equipment and then sent it to collectionsThis is not an appropriate action by any means as when I spoke to the customer service to get the box sent to the correct address she said there would be an extension put in for the equipment to be returnedThis was obviously not doneI also do not see how this is safe to have customers climbing on roofs to retrieve their equipmentWe did not have to put it up there, someone else installed it- why should we have to take it down? The company in response to this message simply stated dates of events and no action or resolution to be hadPaying the $is not an acceptable action nor is going to the house where I no longer have access to to climb a roof and retrieve equipment that I was not leasingThe only equipment that is stated in contract as leased is the modem-which was returnedThe tria is part of the monthly service and therefore if want back the company should be responsible for retrieving.?
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention
Our records show Ms*** contacted Viasat on May 4, because she was experiencing a connectivity issueMs*** was guided through troubleshooting, after which a service call was ordered and scheduled for May 17,
On May 17, 2017, Viasat’s Home Service Provider (HSP) contacted Ms*** to advise her appointment would need to be reschedule as there was no technician availableThere was no answer and a message was left requesting callback
Ms*** called Viasat on May 18, to report that her service call had not been fulfilledDuring this conversation, Ms*** was informed that the HSP had contacted her to reschedule her appointmentThe Viasat representative rescheduled Ms*** appointment for May 31, and provided her with a $goodwill credit
On May 30, 2017, the HSP once again attempted to contact Ms*** to advise her that there was no technician available and to reschedule her appointment, but there was no answer and a message was leftThe HSP made several additional attempts to contact Ms*** to reschedule her appointment between June 1, and June 5, with no response from Ms***On June 7, 2017, the service call appointment was canceled as the HSP was unable to get in contact with Ms***
On May 24, 2017, Viasat charged Ms*** $in monthly service fees, but the payment failedSubsequently, on June 7, 2017, her account was suspended for nonpayment of service
Ms*** called Viasat on June 26, to advise of her connectivity issues, but the call ended before the Viasat representative could fully assist her
On September 14, 2017, Ms*** account was disconnected for nonpayment of serviceViasat charged Ms*** $in early termination fees plus the existing balance due on September 24, 2017, but no payment was collectedThis amount remained as a balance due on the account until November 6, 2017, when the account was referred to outside collections for further action
As Viasat made an attempt to reach out to Ms*** regarding her service call and have it rescheduled, Viasat does not agree to waive the balance due of $in fullAs resolution to this complaint, however, Viasat will agree to waive $from the balance dueThis is a total of half of her early termination fees ($97.00) plus the failed monthly service fees ($78.91), leaving Ms*** responsible for a balance due of $
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any confusion she may have experienced
At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term commitment and installation requirementsThey are also advised that ViaSat
pre-authorizes their payment method for $to confirm that the payment method is validThe pre-authorization is immediately reversed after confirmation; however, some card-issuing banks may hold the funds for up to approximately three days based on bank policiesViaSat does not collect this amount, nor is it an account setup or installation feeWe apologize if Ms*** feels these points were not communicated to her satisfaction
Regarding the upfront standard installation fee of $99.99, our records show that ViaSat is currently offering free installations in Ms***’s areaDue to an error, Ms*** was charged the $on February 1, We apologize for any frustration she may have experienced because of this
Ms*** called ViaSat on February 3, to cancel her installation because she did not have permission from her landlord to have a dish installed at the homeDuring this conversation, Ms*** mentioned that she’d been charged the $installation feeMs*** was refunded for this amount the same dayIt may take three to five business days from the issue date for Ms*** to see the amount deposited back into her account
We apologize for any frustration Ms*** may have experienced We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms*** complaint
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:? Viasat customer service had a DIFFERENT claim about the statements each time we talked to them.? 1st.? It was they are UNABLE to print hard copies of statements because the customer was supposed to do that themselves from their online account.? Difficult to manage when you have no internet service.2nd.? Viasat claimed the statements were in route....3rd.? Then later we found out no the statements were not sent.? But they will be sent....4th.? Online requests via email from my daughter requesting the statements to be emailed were ignored.? As of today's date...no statements have arrived in any form, mail or email.Also, I have two accounts, one that was compromised by my grand-son-in-law *** *** at our winter home and another account for my summer home.? I have closed my other account that was not compromised because of the complete lack of concern for my situation from Viasat Customer Service.? And case you are wondering just how rude Viasat customer service representatives are?? I invite you to pull the tapes of the charming lady I talked to on March 11th, 2017.? ? ? ? ? ? ? We still to date
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,
*** ***

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
The speeds quoted by them are isolated resultsTheir tech has tested the system on site and remotely several times and has seem the drop in speed in NON CONGESTION timesTheir own second tier tech support has also remotely tested and recorded speeds of less than mb per secondThere have been multiple times that it has been impossible to even connectIt is even stated in their own documentation speeds less than mb per second in high usage times is not normal, provided the user is not in data restriction, which I have not beenThey have over sold the capacity of their network and the consumer is not getting what is promised or paid for
Sincerely,
*** *** ?

Initial Business Response /* (1000, 5, 2015/10/22) */
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 made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term
commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Mr*** on September 9, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionViaSat records all calls for quality assurance purposes so ViaSat was able to pull Mr***'s sales callAfter reviewing the sales call ViaSat has determined that Mr*** did advise the agent that his kids did use the service for gaming purposes; however, the agent did advise Mr*** of the correct speeds and stated that the service may not work for online gamingIn order to arrive at a resolution ViaSat has waived off the balance of $from the account leaving a $balance on the accountIf Mr*** has not sent back the equipment he will want to make sure he does using the prepaid shipping box and label to avoid any future chargesThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This company, EXEDE, is predatory and uses unethical business practices in an attempt to trap customers in an "all or nothing" situation with no recourse or "fair use period" or cancelation periodThey threaten you and challenge you that if cancel even after the first day you will have to appeal to their legal department and will have to pay for your entire contract periodThis is completely unethical and un-AMERICAN!! The operator said when ordering that if the dish cannot pick up the signal and deliver quality internet, then the installer will let us know and not proceedHe proceeded anywayHere is a screenshot of the upload/download speedCompletely unacceptable!!!

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat shows that Ms*** contacted Customer Care on November 30, when she started experiencing issues with the serviceDuring this phone call it was
determined that a service call would be need so one was createdOn December 1, Mr*** called in stating he had no connectivity and during this phone call conversation he was advised that the previous service call was closed and a new one would need to be created ViaSat received no further contact from Mror Ms*** until March 2, when they called to get refunds for December, January, and February as they thought they had disconnected their account ViaSat records and documents all calls that are made and we have no record that Mror Ms*** called to have the account disconnected in November of In order to arrive at a resolution ViaSat has agreed to refund December’s payment of $45.18, January’s payment of $145.02, and February’s payment of $for a total refund of $ViaSat does not agree to refund the overdraft charges as there is no documentation supporting the disconnectionMrand Ms*** will see the refund within 3-business days back to the payment method that was on fileThank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced
Ms*** was receiving ViaSat’s Liberty GB + 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
The Customer Agreement signed by Ms*** on August 9, states that monthly service and lease fees are payable in advanceCustomers are also made aware of this at the time of the saleAt the time of sale, Ms*** was transferred to an internal department at *** to complete the sale of the satellite internet service*** is an authorized reseller of ViaSat’s services*** provided Ms***’s credit card information when the order for her internet services was submitted to ViaSatWe apologize for any confusion regarding the sales process that Ms*** may have experienced, and if this was not communicated to her satisfaction
The Customer Agreement 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
Ms***’s account order was submitted on August 1, 2016, with her installation scheduled for August 6, On August 2, 2016, ViaSat collected a payment of $from Ms*** for the standard installation feeOn August 5, 2016, ViaSat’s Home Service Provider (HSP) contacted Ms*** to reschedule the appointment, but there was no answer and a message was leftThe HSP spoke to Ms*** later that same night, at which time her appointment was rescheduled for August 9,
ViaSat’s technician went out to Ms***’s home on the appointment date; however, due to a technical issue, they were unable to provision Ms***’s modem, and a field technician supervisor was sent to her location to finish the installation
On August 12, 2016, ViaSat collected a payment of $from Ms*** for her first month of service, plus prorated fees based on the date of her installationMs*** called ViaSat the same day regarding the charge to her account, at which time she was advised that ViaSat billed a month in advanceThe ViaSat representative also reviewed the pricing of Ms***’s service and advised her of the prorated feesMs*** informed the ViaSat representative that she felt the price had been misquoted at the point of sale and inquired about disconnecting, at which time she was advised of the early termination feesMs*** advised she would call back to disconnect
ViaSat received a call from Mr*** on August 17, regarding the account and the billingDuring this conversation, Mr*** advised that he had been unaware of the priority data allowance and that ViaSat billed a month in advance at the point of saleAt this time, the ViaSat representative reviewed the billing and service plan pricing with Mr***When Mr*** requested disconnection, he was reminded of the early termination fees and correctly advised that there was no grace period associated with ViaSat’s servicePer his request, Mr***’s call was transferred to a supervisor for further support
During his conversation with the ViaSat supervisor, Mr*** was once again that ViaSat did not provide a trial period, and that early termination fees would apply if he disconnectedThe account remained active at this time
On August 31, 2016, ViaSat received a chargeback from Ms***’s financial institution for the payment of $In response, ViaSat issued a refund for this amount; however, as it was considered a valid charge, it remained on her account as a balance dueHer payment method was also removed from ViaSat’s systems the same day
On September 9, 2016, Ms*** called to disconnect service, at which time she was reminded of the early termination feesMs*** was also advised that ViaSat could stop the automatic billing, but also reminded that customers were required to have an active payment method on file, per the Customer AgreementThe ViaSat representative also offered Ms*** a discount of $off her bill per month for months, and advised that she should also be receiving a bundle discount on her *** billMs*** declined the representative’s offer, and moved forward with the disconnection of her service
ViaSat charged Ms*** $on September 12, for her early termination fees ($344.00) plus the existing balance due ($80.40)As there was no payment method on file, however, no amount was collectedOn October 11, 2016, ViaSat was advised that Ms***’s transceiver had not been returnedPer the Customer Agreement, on October 12, 2016, ViaSat charged her an additional in unreturned equipment fees, creating a total balance due of $
Ms*** called in about the balance due on October 23, because she’d received notice in the mail about itAt this time, the ViaSat representative reviewed the charges and, per Ms***’s request, escalated a request for her to be sent physical copies of her itemized billingThese were sent to her on November 1,
On October 31, 2016, Ms***’s account was sent to outside collections for further actions on the balance dueShe called back on November 2, to dispute the unreturned equipment feeAt this time, the ViaSat representative confirmed the transceiver had been returned, and escalated a request to have $waived from the collections balance
As resolution to this complaint, ViaSat will agree to waive the balance due of $from collections in fullThis request has been escalated as of November 8, ViaSat did not report Ms***’s account to any credit agencies
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention? Mr*** Liberty service plan provides GB’s 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.? Mr*** service plan is subject to a Data Allowance Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of Viasat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by *** ***, an authorized signer, on April 18, ? The Customer Agreement provided to each new customer, signed by *** *** on April 18, 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 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? Mr*** contacted Viasat on April 18, stating that he was experiencing slow speedsAt this time the Viasat representative explained to Mr*** that he had exceeded his Priority Data of GBs on his Liberty planWhen Mr*** advised that GB would not meet his needs, the Viasat representative transitioned his service to the Liberty GB planMr*** stated that GBs would not work for his needsThe Viasat representative transitioned Mr*** to the Liberty plan at that time? Mr*** contacted Viasat again on April 19, stating that he was still experiencing slow speedsAt this time the Viasat representative performed trouble shooting and advised Mr*** that he had exceeded his Priority Data of GBs and to call back the next day if the slow speeds persisted? On April 22, Mr*** contacted Viasat requesting to disconnect his services due to slow speedsThe Viasat representative advised Mr*** once again that he had exceeded his Priority Data which could be contributing to his slow speedsAt this time Mr*** requested the disconnection of his account and was informed of the disconnection disclosures before the request was processedAs Mr*** was disputing the early termination fees, the Viasat representative escalated a request to see if they could be waivedThis request was rejected on April 22, ? Mr*** contacted Viasat on May 3, to verify if the early termination fees had been waived, and was informed that the request had been deniedMr*** was charged early termination fees of $on May 20, 2018, but the payment failed ? The balance due of $remained on Mr*** account until June, when it was referred to outside collections for further actionMr*** made a one-time payment to Viasat for the amount on June 16, ? On June 21, 2018, Mr*** contacted Viasat regarding the collections balanceThe Viasat representative advised Mr*** that his payment had been successfully collected, and that a request to have his account removed from collections would be createdMr*** account was removed from collections later the same day ? At this time, Viasat feels that all appropriate actions have been takenIf Mr*** has any further questions or concerns, he may contact Viasat’s hour Customer Care department at 1-855-463-? Thank you for the opportunity to respond

?
Complaint: ***
I am rejecting this response because: ? I explicitly requested a call before any money was automatically taken from account? I repeatedly said this? The fees were not communicated nor mention of 'process' of early termination? Listen to your recorded conversations - all of them?
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement signed by Ms*** *** on July 10, states that monthly service and lease fees are payable in advance.? Customers are also made aware of this at the time of the sale.? ? Ms*** contacted
Viasat on behalf of Ms*** *** on October 11, in order to request a disconnection of her Viasat servicesMs***’ bill had generated on September 12, 2017, and due to nonpayment, the balance of $has remained on her account as a past due balanceMs*** request to disconnect the services was successfully processed, however the balance remained unpaidAs such, after several attempts to collect the balance due, the amount was written off to Viasat’s collections agencies on November 27, 2017.? On January 12, 2018, Viasat received a payment for the amount of $60.58, and on the same day, Ms***’ account was removed from collections.? Viasat did not report Ms***’? account to any credit agencies.Ms*** no longer has a balance due to Viasat, therefore, Viasat believes all appropriate action has been takenIf 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***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused ? Each customer has access to ViaSat’s Customer Agreement at exede.com/legal.? New customers are provided a link to the Customer Agreement
in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installationAn account cannot be established without the customer’s electronic signature.? Our records show Mr***’s electronic signature on the Customer Agreement dated March 28, ? ? ? Mr*** contacted ViaSat’s Customer Service department on March 28, regarding the connectivity of his ViaSat accountDuring this conversation, Mr*** was educated on the troubleshooting steps and that a computer was needed for thisAs the ViaSat installer was still onsite, Mr*** asked to have his account disconnected without penalizationThe ViaSat representative advised Mr*** if the installer notates that they cannot fix speeds and ViaSat sees this information in their work order, than ViaSat will agree to waive the early termination feesSubsequently, per his request, Mr***’s ViaSat account was disconnected ? On April 1, 2017, Mr*** contacted ViaSat as he had been charged $and requested a refund for the chargesDuring his conversation with the ViaSat representative, Mr*** that per the previous notes, ViaSat would agree to refund the early termination fees collected on April 1, for $However, the ViaSat representative informed Mr*** to contact ViaSat on April 3, 2017, to confirm the refund had been processed As of today, April 3, 2017, ViaSat issued a refund of $to Mr***’s payment method on fileThe refund should be received within three to five business days to the payment method on fileIf Mr*** does not receive this refund within this time frame, please have him contact ViaSat’s 24-hour Customer Service department at *** ? Thank you for the opportunity to respond

Thank you for bringing Ms***’s rebuttal to our attention
Our records show Ms*** was issued a refund for $on March 25, for the unreturned equipment feesOn April 12, 2016, in response to Ms***’s initial Revdex.com complaint, ViaSat issued her two refunds totaling $523.00; however, as this amount was considered valid, it remained as a balance due on Ms***’s accountAll refunds were successfully processed on ViaSat’s end
On April 18, 2016, Ms***’s account was sent to outside collections for the balance due of $as she did not make a payment for the amount as advised in ViaSat’s previous response
Our records show Ms*** contacted ViaSat on April 21, to request ViaSat verify the refunds with her financial institutionAs it is not ViaSat’s responsibility to verify refunds with a customer’s bank, Ms*** was advised that ViaSat could either mail her a copy of the invoice(s) showing the refunded amounts, or she could perform a three-way call with her bank on the phonePer her request, copies of the invoices were printed and sent to Ms*** the same dayFor her records, this invoice has been included with this response
Thank you for the opportunity to respond

Thank you for bringing Ms***’ complaint to our attention
The Customer Agreement provided to each new customer, signed by Ms*** on January 13, 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 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 on January 20, through an authorized Viasat dealer, at which time the account was placed under Viasat’s Liberty + Free Zone planThe service was installed on January 13, On January 14, 2018, Ms*** transitioned her service plan to the Liberty + Free Zone service plan via her online account management profileThe service was again transitioned back to the Liberty + Free Zone service plan on January 18, via the online account management profile
Viasat received a call from Ms*** on January 21, 2018, at which time she inquired about the unlimited service plansThe Viasat representative reviewed the plans available to Ms***, at which time she elected to transition to Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease feeAs this service plan required a new modem, Ms*** was informed that one would be delivered to her for self-installation
The Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p
Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal
The new modem was installed at Ms***’ home on February 20, Ms*** called Viasat on March 12, because she was experiencing slow speedsAt this time, she was informed that she had reached the GB data threshold and her service had been de-prioritizedThe Viasat representative also informed Ms*** that network congestion in her area was impacting her serviceThe representative guided Ms*** through troubleshooting to see if her speed of service would increase, but the issue persisted
On March 16, 2018, Viasat collected a payment of $for monthly service fees, including prorated charges based on the date Ms*** installed the new modem and began receiving the Unlimited Data Silver service planMs*** called the same day to disconnect service because it was not meeting her needs, at which time she was reminded of the early termination feesThe account was disconnected per Ms***’ request
Viasat does not agree to waive Ms***’ early termination fees of $in full; however, as resolution to this complaint, Viasat will agree to waive half of the amount, leaving her responsible for $Additionally, Viasat has issued a refund for the payment of $as of March 19,
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 may have caused
At the time of sale, customers are made aware of ViaSat's 24-month minimum service term commitment, early termination fees, equipment lease
requirements, and certain limitations Each of these points is also addressed in the Customer Agreement signed by Ms***'s on December 12, and available at exede.com/legalAn account cannot be established without the customer's electronic signature We apologize if Ms*** feels these points were not communicated to her satisfaction
On December 16, Ms*** contacted ViaSat's customer service department to discuss the lease fee agreement as she believed she was to be on the month prepaid lease agreement, but thought she was paying for a monthly agreementDuring her conversation with ViaSat's customer service department she was advised that it appeared that the order was not placed correctly and she was in fact paying a monthly fee; however, that this could be corrected
However, Ms***'s account was correctly set up with the month prepaid lease fee of $The charge for the prepaid lease fee occurred on December 10, On December 16, 2015, ViaSat collected $for the monthly service chargeThis bill did not include any charges for monthly lease fee of her ViaSat equipment
ViaSat does not agree to disconnect Ms***'s account with waiver of the early termination fees in their entiretyIf Ms*** wishes to disconnect her account, ViaSat will agree to waive half of the early termination fees of approximately $345.00, not including taxesViaSat believes this is an acceptable agreement as we have provided Ms*** with the services assured and prepaid lease feeAgain, if Ms*** wishes to disconnect her account with waiver of the early termination fees she may contact ViaSat's customer service department at ###-###-#### and reference ticket number ***
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/17) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mr*** contacted ViaSat's Customer Service Department on August 26, as he had made two
onetime payments of $via ViaSat's online payment systemDuring his conversation with ViaSat's customer service representative, Mr*** was advised that a request would be made to have the refund issued, but that it would take ten to fourteen business days before processingAs ViaSat's billing system did not show the payment had been collected at the time of request, the refund was denied
On September 11, Mr*** made contact with ViaSat's Customer Service Department to discuss the refund as he had yet to receive itDuring his conversation with ViaSat's customer service representative Mr*** was advised that ViaSat was unable to issue a refund at that time as there was not a valid payment method on file for ViaSat to refund toTherefore, the payment method needed to be update before the refund could be issuedMr*** was unwilling to update the payment method on file in order for ViaSat to issue the refund
Again, on September 16, Mr*** contacted ViaSat to discuss the refund process and determine when he would receive his refundDuring his conversation with ViaSat's customer service representative, Mr*** was educated on the refund process and offered goodwill credit of $for his troublesThe $credit was applied to his account and will go towards his September 20, ViaSat bill
Per Mr***'s request, ViaSat is willing to issue a refund check for the $collected on August 27, as there is not a valid payment method on file for us to refund toThe refund check takes to business weeks before being received by M***If Mr*** would like, the credit of $can be applied towards his next month's *** which *** be collected on September 20, If Mr*** wishes to receive the check, please advise
Again, we apologize for the confusion or frustration this situation *** have caused Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because although they "educated" me on the 16th I was still out $for weeksMoney that I budget for other things was not thereI had bills that were late and fees that I had to pay ..and all they can do is give me a $credit and expect everything to be all fine and dandyNever mind the fact that they said it would be taken care of in a few days and it wasn'tThey could have called me when they seen that the refund wasn't issuedI don't understand why I have to have a payment method on file but yet they had no problem taking the money out of the payment method I used...not once but twice ..in a matter of two secondsTo them $is nothingto me...its a lotEspecially when I budget for a whole monthThey use the fact that there is no other reliable source for internet where I live to treat people however they wantI have two choices....I can put up with their horrible customer service or I can not have internet for work and schoolIn my opinion the least they could do is give me a free month but no I get a $creditThat pays one of the three late fees I had from not having the $extra in my budget this monthThanksAnd are they even going to look into the fact that the website was messed up and not working properly and that's why this happened? No probably not because they have no accountabilityIf I'm a few days late paying my bill they shut my service offIt took weeks for them to try and get my money back by that time the bill was due again almost anywaysIf I go into a grocery store and use my debit card to buy something and then have to return it...they put the money right back where it came fromAnd that is what they should have did
Final Business Response /* (4000, 9, 2015/09/25) */
Per ViaSat's previous reply, Mr*** made onetime payments via ViaSat's online payment systemThis is why ViaSat does not have a payment method on file for Mr***ViaSat collected the two payments from Mr*** as the two payments were made by him onlineSince our last reply, Mr***'s monthly bill was collected from the credit balance of $As previously stated, ViaSat was willing to issue a refund check to Mr*** for the duplicate payment of $140.58; however, as stated the monthly bill applied towards the duplicate paymentAs a gesture of good faith, ViaSat has applied a credit of $to his ViaSat account and will be applied towards his October monthly billAdditionally, ViaSat will review our online payment system to ensure there are no issues making paymentsThank you for the opportunity to respond

As stated in ViaSat’s previous reply, Credit card companies administer an automated process that provides merchants with updates to customer credit card information when those merchants are known to use automatic recurring paymentsViaSat accepts and updates the customer credit card information at the request of the credit card companies acting on their customer’s behalfPer the Credit card companies administer, Ms***’ payment method was updated on December 30, per the information provided by the Credit Card companies administerGiven this information, ViaSat believes this complaint has been resolvedThank you