ViaSat, Inc.

We never got any emails from them and we didn’t cancel the service and shouldn’t be charged for thatThey can do the and then if they would at least do half of the that would be okay Per ViaSat’s previous response, emails are sent directly to the customer as required through by the Digital Millennium Copyright ActThese emails were sent to the email address on file: ***@YAHOO.COMViaSat does not agree to refund the charge of $for the early termination fees back to Ms*** as the Acceptable Use Policy is advised to customers through the Customer Agreement and available at www.exede.com/legalIf Ms*** wishes to reconnect her ViaSat account she may do so and ViaSat will then agree to refund these chargesHowever, if Ms*** continues to be in violation of the Acceptable Usage Policy her new account could be terminated againMs*** may contact ViaSat’s 24-hour Customer Care at 855-463-and request the reconnection of her account per ticket *** Thank you

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, 2015/09/17) */
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

Initial Business Response /* (1000, 5, 2015/08/13) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she *** have experienced with ViaSat
The Customer Agreement states that ViaSat does not guarantee the service will be uninterrupted or error-free
Service *** be interrupted from time to time for various reasons, including inclement weather at a customer's home or their service gatewayThe Customer Agreement also 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
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 customersOur Data Allowance Policy is addressed on the first page of the Customer AgreementPursuant to the Data Allowance Policy, speeds *** 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 files
Our records show Ms*** ordered the ViaSat service on August 3, through an authorized ViaSat dealer in her areaMs*** selected the Exede Evolution GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with unlimited access to web browsing and email, and GB of data for all other online trafficUnder the Exede Evolution plan, accessing web pages and email will generally not count towards a customer's monthly data allowanceHowever, all other internet usage will count toward the monthly data allowance, including internet activity embedded in web pages or email, streaming video or audio media, playing online games, uploading or downloading files on a browser or through any third-party application, third-party applications, data (including web pages or email) transferred through a virtual private network (VPN) or other forms of remote access, voice or video chatting, or sending or receiving emails with attachments greater than MBsIf the customer uses 100% of their 10GB monthly data allowance, access to the Internet *** be slowed and restricted pursuant to the Data Allowance Policy
ViaSat was contacted by Ms*** on August 7, because she was experiencing slow service speeds, at which time she was advised that she'd exceeded her monthly data allowanceDuring this conversation, Ms*** claimed that she had not been advised of ViaSat's Data Allowance Policy at the point of sale, and would call back to disconnect once she had found another service provider
ViaSat received another call from Ms*** on August 10, 2015, at which time she requested the disconnection of her accountAt this time, Ms*** was advised of the Customer Agreement, 24-month minimum service term, and early termination feesThe ViaSat representative offered Ms*** a free service call, which she acceptedAs Ms*** ordered service through a local selling and installing dealer, she was advised to schedule the appointment with him directlyMs*** also advised at this time that she'd been under the impression that she would be receiving AT&T's service
In consideration of the short term Ms*** has been a ViaSat subscriber, ViaSat is willing to waive her early termination fees in full if she disconnects service prior to September 8, ViaSat will also issue a refund for the payment of $she paid on August 8, for monthly serviceA refund for this amount has been issued to Ms***'s account as of August 13, Ms*** should be advised that it *** take 3-business days from the issue date for her to see the amount deposited into her account
Ms*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
We apologize for any frustration Ms*** *** have experiencedThank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr*** is responsible for returning ViaSat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not
including taxes, per the Customer AgreementViaSat sent out numerous labels and boxes to the addresses that we were providedWe apologize if Mr*** did not receive themThe last lease recovery kit was sent on August 31, and arrived at Mr***’s house on September 8, at the front doorViaSat received the equipment back on September 14, In order to arrive at a resolution ViaSat has issued a refund of $today September 16, Mr*** will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** rebuttal to our attention.Viasat is a paperless company, and while we do not accept paper checks or money orders on a regular basis, we will receive them on a one-time goodwill basisAccording to our records, Viasat’s authorized collections agency reported Ms***’ payment of $as having been made on December 31, Viasat’s records were updated to reflect this as of January 12, and Ms*** was removed from collections the same day.? Viasat has no record of any payment being received in the month of October.If Ms*** claims that she has made the payment twice, Viasat requests a thirty day rolling bank statement showing the balances before and after each payment was made.? At this time, 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 Ms***’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 Ms*** on September 21, and available at ***We apologize if Ms*** feels these points were not communicated to her satisfaction ViaSat does not offer a day trial periodAt the time of installation the technician will have the customer sign a 24- month agreement in order to have the service activatedViaSat understands that the service was not meeting Ms***’s needs or expectations so it was cancelled days after installationIn order to arrive at a resolution and due to the length of time the service was installed, ViaSat has agreed to issue back a full refund of $Ms*** was issued a refund of $on September 29, which she should have received by nowThe second half of the refund was issued today October 6, and Ms*** should receive that within 3-business days Thank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing Mr*** complaint to our attention.? Mr*** is receiving Viasat’s Unlimited Data Bronze plan at $a month, plus applicable taxes, and a $equipment lease fee.? As the service was ordered during a promotional period, Mr*** was receiving the
following discount: $off his monthly service plan per month for the first months.? Mr*** contacted Viasat several times between March and June of for help with internet connectivity problems.? ? The Viasat representative informed Mr*** that the problems with connectivity were due to network and weather outages affecting service in his area.? ? As a resolution to this complaint, Viasat has applied a credit of $on July 18, to cover the service charges for March, April, May and June of where he experienced problems with the service.? This credit will appear on Mr*** next billing statement on July 20, 2018.? We apologize for any inconvenience this may have caused.? ? Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly EasyCare fee, and a $monthly equipment lease feeThe Unlimited Data Bronze service plan
provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p
The Customer Agreement, signed by Ms*** on May 8, 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 termAdditionally, the Customer Agreement advises that customers are responsible for returning Viasat’s modem and transceiver within days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesCustomers are advised of these commitments at the time of sale and are reminded of them at the time they elect to disconnect prior to the expiration of the minimum service term
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 that speeds may vary and are not guaranteed
Our records show Ms*** ordered service on May 6, via a local Viasat dealer, and the equipment was installed and activated at her home on May 8,
On May 12, 2018, Viasat charged Ms*** $in monthly service fees, but the payment failedViasat received a call from Ms*** on May 16, 2018, at which time she requested the disconnection of her account because she was dissatisfied with the speed of the serviceDuring this conversation, the Viasat representative presented several retention offers to Ms***, including a free service call, but they were declinedThe Viasat representative reminded Ms*** of the 24-month minimum service term and early termination fees, and informed her that she could place her account on the Hibernation Plan for up to six months and would be provided with a discount of $off her bill per month for monthsMs*** advised she would call back later
As resolution to this complaint, Viasat will agree to waive Ms*** early termination fees in full if she disconnections prior to June 12, 2018; however, Ms*** is responsible for satisfying the balance due of $currently on her accountAdditionally, Ms*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, as described aboveViasat will supply her with a UPS box with free return shipping label and illustrated instructions within a week after disconnection
As Ms*** currently has the EasyCare program, she is eligible for a free service call if one is required for assistance with the uninstallation; however, Ms*** should be informed that she is still responsible for returning the modem and the transceiver via the ***? box
Currently, Ms*** account is still activeShe may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no***? if she would like to move forward with the disconnection of her service
Thank you for the opportunity to respond

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

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 above sentence is satisfactory if this does not show up on my credit report.? ? I requested three times for a final bill and each time was told one was on the wayI never received any of those three, however I did receive the letter from their collection agency.? So, it's hard for me to believe a final bill was ever sent to me.? When you are trying to pay your bill and are told things and get no help from the company you are trying to pay...makes me uncomfortable.? So, once again if this does not show up on my credit report I'm satisfied, despite not receiving proper help.? Thank you for your time.?
Sincerely,
*** ***
?

Initial Business Response /* (1000, 5, 2015/12/04) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on October 10, and available at exede.com/legal, advises that
ViaSat does not guarantee that the service will 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 gatewayThe Customer Agreement also 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
Our records show Ms*** contacted ViaSat on November 8, because she was experiencing a connectivity issue, at which time she was guided through troubleshootingUnfortunately, the ViaSat representative was unable to resolve Ms***'s connectivity issues, and a service call was orderedMs*** was also provided with a $goodwill credit for her issues
ViaSat's technician went out to Ms***'s home on November 11, with no issues found with ViaSat's system
Ms*** called back on November 22, with an issue with her connectionOnce again, she was guided through troubleshooting, after which a service call was ordered and Ms*** was provided with a $goodwill creditDue to an error, the service call order did not post into ViaSat's systemMs*** called back into ViaSat on November 24, because her service call had not been fulfilled, at which time she was advised of the issueAnother service call was successfully placed at this time, and Ms*** was provided with another goodwill credit of $
ViaSat's technician went out to Ms***'s home on November 28, and realigned her dish
Our review of Ms***'s account as of December 4, shows that there are no current diagnostic issues with her serviceWe do show that Ms*** has approximately eight devices connected to her wireless networkShe should be advised that having multiple devices connected to her wireless network can degrade her service speed and signal quality within her home
If Ms*** chooses to move forward with the disconnection of her service, ViaSat does not agree to waive any portion of her early termination fees
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
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale Our Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr*** on September 18, 2014, and it is 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 usage
Mr*** contacted ViaSat's customer service department on July 20, to disconnect his ViaSat account due to the limitations of the services related to the Data Allowance PolicyAt the time of disconnection Mr*** was advised of the Early Termination Fees that would be applied to his payment method on file and the process for returning the leased equipmentOn August 20, ViaSat attempted to collect Mr***'s early termination fees; however, ViaSat was unsuccessfulTherefore, on September 14, ViaSat sent Mr***'s ViaSat account to collections
On September 15, Mr*** made contact with ViaSat's customer service department to discuss these chargesDuring his conversation with ViaSat's customer service representative, Mr*** was advised that his account would be removed from the collections process and that no further charges would be collectedMr*** accepted this offer and the account was removed from the collections process
Due to this information, ViaSat feels this complaint was resolved prior to the filling of the Revdex.com complaint Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */

Initial Business Response /* (1000, 5, 2015/09/02) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this has 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 June 1, and available at exede.com/legalViaSat apologizes if Mr*** feels these points were not communicated to his satisfactionWhen Mr*** disconnected his account his balance at the time was the $not including the remainder of the early termination feesWhen Mr*** received the charge of $this was the remaining charge for the early termination fees which were a valid fee as ViaSat had already placed the credit of $towards the early termination feesViaSat does not offer a grace period and will review the sales call to see what was advised and will take appropriate action as neededIn order to arrive at a resolution ViaSat has removed the balance of $from collections and off the accountMr*** now has a $balance on the accountThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThis event put in place should have never happenedViasat’s treatment of me as a customer is unacceptable.?
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,
*** ***It seems that this matter has been resolved with Excede.? We wish to keep the original
complaint as it stands because we feel? the company ? practices poor business judgments and are lacking in their communication skills and customer service.? We incurred direct expenses due to their poor practices and would not recommend their internet service to others.? ? Thank you for your time regarding this matter.? ?

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any issue she may have experienced with ViaSatAt the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as
based on the service plans available in the area.? Customers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their areaMs*** is currently receiving ViaSat’s Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a 10GB monthly data allowance and speeds up to Mbps for download, and up to Mbps for uploadViaSat’s 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 customersCustomers are made aware of ViaSat’s Data Allowance Policy at the time of salePursuant 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 While Ms*** can engage in activities, such as streaming Netflix, her activities are limited by the monthly data allowance of the plan she purchased, pursuant to the Data Allowance Policy as described aboveCustomers 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 costMs*** called ViaSat on January 30, to request information regarding the disconnection of her ViaSat accountDuring her conversation with ViaSat’s customer service representative, Ms*** was reminded of the Data Allowance Policy, and the applicable early termination fees should she disconnect her account In order to come to a resolution regarding this complaint and in recognition of the short term Ms*** was a ViaSat customer, ViaSat will agree to disconnect her ViaSat account and waive her early termination feesIf she would like to take advantage of this offer, Ms*** may contact ViaSat’s Customer Service Department at ###-###-#### and should reference ticket no*** when she calls into Customer ServiceMs*** 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 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 returnWe apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/20) */
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 sale Our Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr*** on October 14, 2015, and it is 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 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 customers The 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*** called ViaSat on October 15, regarding the Customer Agreement which he states he did not physically sign The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer's electronic signature Our records show Mr***'s electronic signature on the Customer Agreement dated October 14, We apologize for any misunderstanding regarding the electronic signature process
In order to bring this complaint to a resolution ViaSat will agree to disconnect the account with waiver of the early termination fees; however, Ms*** 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 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
ViaSat will disconnect the account as of October 23, Should Mr*** require the account to be active for any other length of time, please have him contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment and the early termination feesEach of these
points are also addressed on the customer agreement signed by Ms*** on November 25, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionMs*** was receiving ViaSat’s Liberty service planWith this plan Ms*** will receive GB of priority data allowance and she will receive speeds up to Mbps download and Mbps uploadOnce the priority data is consumed the account will go into a Liberty Pass and slow the speeds to 1-Mbps download and Mbps uploadWhen Ms*** was calling in with her connectivity issues she was in the Liberty pass and was receiving the slower speeds ViaSat does record all calls for quality assurance purposes and was able to locate the call dated December 28, at 7:30PM when Ms*** called in concerning her billing and automatic paymentsAt that time the customer care agent tried to assist Ms*** with her issues; however, Ms*** started using abusive, harassing and threatening languageMs*** was warned times before the call was disconnected On January 21, Ms*** decided to disconnect the account and at that time Ms*** was advised of the early termination feesIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account and have Ms***’s account pulled from collectionsThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:I am opening another complaint because during the last complaint Viasat promised to refund me $and that I would only be charged $for cancellationI was going to walk away and cut my losesToday Viasat hit my bank account for $I called Viasat and spoke with a managerAt first she said that I was under contract to pay that amountIt was only after I told her that I had records of Viasat saying that I would only be paying $171.50, then she said she "found the notes"Viasat has now caused my account to be overdrawn and fees from my bank may applyIf so, I believe Viasat should be responsible for these fees because they did not stick to their wordI would also like the full $to be refundedI spent another hours today on the phone with both them and my bankI also have still not received the $credit to my bank account promised in the last complaint
Sincerely,
*** ***