ViaSat, Inc.

Complaint: ***
I am rejecting this response because: misreprensentation of advertising 12mbsWe were not aware of the term "up to" 12mbs when we signed the contractAnd we should not have to pay the amount we do for a substandard serviceMy conclusion is that "up to" means we will never get the 12mbs that we where led to belive we would recieve.I Would like to be resolved of the contract due to the substandad service, and representation that led us to belive we would recieve
Sincerely,
*** ***

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any frustration or confusion this situation may have caused Mr*** contacted ViaSat’s customer service department on November 9, as his services were suspendedViaSat’s customer service representative
advised Mr*** that his services were suspended as he had a past due balance of $owedThe ViaSat representative educated Mr*** on how to utilize MyExede.com and walk through the IVR to make a onetime paymentViaSat did not collect a payment from Mr*** until November 19, On January 12, ViaSat received contact from Mr*** regarding the connectivity of his account and to request the disconnection of the accountDuring his conversation with ViaSat’s representative Mr*** was advised that his services were slowed due to utilizing all usage on his monthly service planNevertheless, Mr*** requested the disconnection of his ViaSat account and advised of the early termination fees 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 October 26, (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 filesDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment.? Speeds can also be affected by programs that are running in the background, the router, and day-to-day activityGiven this information and that Mr*** did not advise ViaSat of any issues associated with his account prior to the call on January 12, 2016, ViaSat does not agree to refund Mr*** any charges or waive the applicable early termination fees in their entiretyHowever, as a gesture of good faith, ViaSat will agree to waive half of the early termination fees of approximately $315.00, not including taxesMr*** will be responsible for roughly $157.50, not including taxesThis charge will occur on January 28, Thank you for the opportunity to respond

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,
*** ***

Complaint: ***
I am rejecting this response because:while I am appreciative that they are trying to help I don’t feel I should have an early termination fee at all? The internet never worked correctly the issue is with more than just the online gaming? Their technicaian also told me many people have had issues with the data usage! ? It didn’t work at all they even clarified that? I am convinced this company puts people in a contract because it’s the only way they can make money? I want a full refund for the early termination fee as I have legitimate reasons why? I’m clearly not the only person to have these issues with ViaSat?
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat’s 24-month minimum service term
The Customer Agreement, signed by Ms*** on August 3, and also available at exede.com/legal, 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 advised of the minimum service term and early termination fees at the point of sale, and are reminded of them when they elect to disconnect prior to the expiration of the minimum service term
The 24-month minimum service term starts upon the installation of the ViaSat equipment at a customer’s home, when the Customer Agreement is electronically signedOur records show Ms***’s minimum service term started on August 3, The end date of her contract is August 2,
Ms*** called ViaSat on February 14, to disconnect her account, at which time the ViaSat representative attempted to advise Ms*** of the disconnection disclosures, including how she could return the equipment and that she had months remaining in her 24-month minimum service termMs*** disputed the minimum service term, and the call was ended shortly afterAs the ViaSat representative was unable to finish the disconnection disclosures, Ms***’s account remained active
ViaSat received an email from Ms*** the same day regarding the disconnection of her account and her minimum service termIn response, a ViaSat representative attempted to reach out to Ms*** via phone, but received a busy signal An email response was sent to Ms*** the same day advising her to call in to ViaSat’s 24-hour Customer Service Department to disconnect her account
A second email was received from Ms*** on February 22, in regards to her account disconnectionOnce again, a ViaSat representative attempted to contact her via phone, but there was no responseA voice message was left directing Ms*** to call ViaSat for assistanceThe ViaSat representative also sent a responding email with the same information
As of February 23, 2016, Ms*** has months and days remaining in her minimum service term, making her early termination fees approximately $As Ms*** was accurately advised of the early termination fees at the point of disconnection, ViaSat does not agree to waive the fee
Ms*** will be responsible for returning ViaSat’s modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer 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
Currently, Ms***’s account is still activeIf she would like to disconnect her account, she may contact ViaSat’s 24-hour Customer Service Department at ###-###-####
Thank you for the opportunity to respond

Thank you for bringing Mr*** **.’s complaint to our attention.Our records show Mr*** **is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes, Viasat’s Voice service at $a month and a
$monthly equipment lease feeDue to the fact that Mr*** **ordered his service during a promotional period, he is receiving the following discounts: $off for the first three months of service, a $credit for the first three months of EasyCare service, and $off his Viasat Voice service for the first six monthsThe 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.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, signed by Mr*** *? *** **on May 11, 2018, and Unlimited Data Policy available at exede.com/legal.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.? ? Because of these many variables, Viasat cannot guarantee any particular speed to you.? Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records show Mr*** **purchased Viasat’s Unlimited Bronze service plan through an authorized Viasat Dealer.? All Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Mr*** **at the point of sale.Regarding the transfer process of a telephone number to and from Voice, Section A of the Voice Addendum to the Customer Agreement, also available at exede.com/legal, states:Viasat will transfer (“port”) your existing wireline or wireless telephone number for use with VoiceIt will take approximately 5-business days after you order Voice to port your existing telephone number.? Viasat will port your telephone number from Voice to another carrier at the request of that carrier, upon termination of your Voice ServiceIf no such request is made, Viasat may transfer your number back to the underlying telephone number provider, in which case your number may no longer be available to you.The Customer Agreement provided to each new customer commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the Voice serviceEarly termination fees will apply if either service is canceled prior to the expiration of the minimum service terms.? Customers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On May 14, 2018, Mr*** **contacted Viasat to request the porting of a telephone number from his previous service provider, ***, to ViasatThe request was submitted the same day, and Mr*** **was advised of a complete date of May 28, 2018.? On June 15, 2018, Mr*** **contacted Viasat in regards to receiving slow speedsA Viasat representative assisted him in troubleshooting, and advised Mr*** **of an outage that was ongoing at the time.? On June 19, 2018, Mr*** **contacted Viasat in regards to receiving slow speeds, which he stated were too slow to stream withA Viasat representative assisted Mr*** **by running a speed test, which revealed that Mr*** **.’s speeds were well within the limits of his planMr*** **stated that these speeds were still not enough for him, and requested to disconnect his Viasat servicesThe Viasat representative advised Mr*** **that a cancellation of his service would lead to the assessment of early termination feesAt the time, Mr*** **chose not to proceed with the disconnection of his services and his account remained active.On June 28, 2018, Mr*** **contacted Viasat in regards to his Voice services, as well as a request to disconnect his servicesMr*** **stated that he was experiencing issues with contacting a friend in Puerto RicoA Viasat representative assisted in troubleshooting Mr*** **.’s Voice services, and was advised that there was a possible block in placeThe Viasat representative advised Mr*** **that an investigation would be completed, and that Mr*** **would be contacted with the resultsThe Viasat representative also assisted Mr*** **by applying a recurring discount of $off for the next months to retain Mr*** **as a customer, and advised of an ongoing outage at the time of the call.? At this time, the investigation requested by the Viasat representative has confirmed that Puerto Rico is an area that is blocked through Viasat’s Voice serviceWe apologize for any inconvenience this may have caused Mr*** **.? In light of this complaint, Viasat has conducted a review of Mr*** **.’s account on July 11, At the time of the review, Mr*** **has used approximately GB of his unlimited data allotmentA speed test run reveals that Mr*** **is receiving speeds well within the limits of his service plan.? At this time, Viasat believes that all appropriate actions have been taken in regards to Mr*** **.’s account and does not agree to waive his full early termination fees should he choose to disconnectHowever, in recognition of Mr*** **.’s short time as a Viasat customer, and in resolution to this complaint, Viasat will be willing to offer Mr*** **a waiver of half of his early termination fees should he choose to disconnect his services.? If Mr*** **would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***.? Thank you for the opportunity to respond.?

?
Complaint: ***
I am rejecting this response because: The dates Viasat have provided for when the "charge back" occurred have been inconsistent and continue to fluctuateI have been told 10/16/15, 10/24/15, 10/29/15, 1/15/16, and 1/29/I am requesting they submit their documentation or proof of the specific date the charge back occurred (please do not submit attempt dates), as well as, the time and account the charge back was attached toI have reached out to my bank, once again, and they have sent me a business letter stating after the refund check was received, they closed the provisional credit line as well as the case itselfThey would not have had reason to reenter and issue a charge backPlease refer to the attached letter.Thank you,*** ***

Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for bringing Mrs***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
The Customer Agreement signed by Mrs*** on October 28, states that monthly fees
are payable in advance Customers are also made aware of this at the time of the sale Regarding the charge to Mrs***'s credit card, ViaSat collected an advanced payment for the monthly of service on August 1, On August 1, Mrs*** made contact with ViaSat's Customer Service Department to request the disconnection of her ViaSat account, and was advised of the disconnection disclosures at this time
Mrs*** first made contact with ViaSat's Customer Service Department to discuss the refund of $on September 3, During her conversation with ViaSat's customer service representative, Mrs*** was advised that the request for the refund had not been entered; however, that they would submit the refund and she would receive in within seven to fourteen business daysHowever, on September 8, when Mrs*** made contacted with ViaSat's Customer Service Department received she was advised that the previous representative's request was denied
Nevertheless, on September 10, Mrs***'s ViaSat account was refunded $to the payment method on fileThis refund should be received within three to five business daysShould Mrs*** not see the refund within this time frame, please have her contact ViaSat's Customer Service Department at XXX-XXX-XXXXAdditionally, Mrs***'s payment method on file will be removed on September 17, once ViaSat has confirmed the refund has been received by Mrs***
We apologize for any confusion this situation may have caused, and thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attentionWe apologize for any confusion he may have experienced
Our records show ViaSat received a Revdex.com complaint from Mr*** on December 9, because he did not believe he had not the promotional offering of $off for the first
months of service sold to him when he’d ordered serviceIn response to this complaint, ViaSat reviewed Mr*** account thoroughly, at which time it was determined that he had, in fact, received the above-stated discount
Pursuant to Section 3.1(b) of the Customer Agreement signed by Mr*** on September 28, and available at www.exede.com/legal, customers agree to pay all applicable federal, state and local taxes, fees and surcharges related to the use of the service, provision of services, software or hardware The Annual Property Tax Recovery Fee is a fee ViaSat collects in order to recover the costs associated with paying property taxes on the leased equipment installed at a customer's home (modem, transceiver, antennae)This fee varies from county to county and state to state, and is based on the county in which a customer has service
On April 1, 2016, ViaSat collected an Annual Property Tax Recovery Fee in the amount of $along with Mr*** monthly service fees
Mr*** called ViaSat on April 10, because he could not connect, at which time he was advised that there was a network outage impacting his servicesViaSat received an email from Mr*** on April 11, in regards to the outage, at which time a $goodwill credit was applied to his accountThis credit is reflected on his May 1, bill
Regarding Mr*** service transition, our records show he transitioned his service plan from ViaSat’s Exede Liberty GB play ($a month, plus applicable taxes and a $monthly equipment lease fee) to the Exede Essential 10GB plan ($a month, plus applicable taxes and a $monthly equipment lease fee) on April 30, 2016, the day before his bill cycle dateBecause the system did not have time to process Mr*** transition request, he was charged for the Liberty GB plan on May 1, 2016, minus the $goodwill credit he received
In order to come to a resolution to this complaint, ViaSat will issue Mr*** a refund of $for the difference between what he paid for his May 1, ($70.87) and what he would have paid had his service transition request had processed in time ($50.87)This refund has been issued to Mr*** payment method as of May 18, He will see the amount deposited into his account within 3-business days from the issue date
If Mr*** chooses to disconnect his service, ViaSat does not agree to waive his early termination fees
Thank you for the opportunity to respond

Thank you for bringing Mr***’ complaint to our attention.Our records show Mr*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes 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.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 speed to you.? Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.The Customer Agreement provided to each new customer, and signed by Mr*** *** on March 1, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.? Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On March 1, 2018, Mr*** contacted Viasat to advise that he was experiencing slow speedsA Viasat representative assisting him determined that his modem was offlineAfter rebooting the modem, the customer reported that his speeds were back within range of his plan, and the issue considered resolved.? On March 2, 2018, Mr*** contacted Viasat to state that the system was not workingThe Viasat representative assisting Mr*** attempted to determine the source of the issue, but was unable to due to the call disconnectingThe representative contacted Mr*** back, and again the call was disconnectedTherefore, no changes were made to Mr*** account.? On the same day, Mr*** contacted Viasat to request a disconnection of his services due to the speed of his serviceMr*** declined any troubleshooting and stated that he did not sign a contractThe disconnection was processed as requested.? On March 4, 2018, Mr*** was billed $for fees associated with his service and early termination feesViasat has not been successful in taking payment, and as such, the balance remains on Mr***’ account as a past due balance.In response to this complaint, Viasat has internally escalated Mr***' damage claim for review as of March 5, 2018.At this time, Viasat feels that all the appropriate actions have been taken, and does not agree to waive Mr***’ early termination fees, as he did not allow Viasat the chance required per the Customer Agreement to determine the source of his issues and resolve them.? Mr*** 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 Agreement.? A UPS box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.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
As long as NO ADDITIONAL CHARGES INCUR- which is what happened when I accepted the last response.? ? Thank you for your assistance in this matter
Sincerely,
*** *** ?

Thank you for bringing Ms***’s complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms*** *** on March 13, and also available at ***, 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.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.? ? Because of these many variables, Viasat cannot guarantee any particular speed to you.? Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records show MS*** purchased Viasat’s Unlimited Data Bronze service plan through an authorized Viasat Dealer.? All Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Ms*** at the point of sale.Ms*** contacted Viasat on March 13, in regards to her recently installed serviceShe stated that her installer said her modem had no wireless internet available, though the person Ms*** had bought service through had stated there would beA Viasat representative advised her that due to the modem and plan she was on, Ms*** was not eligibile for a wireless internet packageThe representative also offered to troubleshoot Ms***’s services, as she was having difficulty with a third-party connectorMs*** declined and ended the call.? On March 14, 2018, Ms*** contacted Viasat multiple times in regards to her speedsShe stated that she was having problems streaming videoA Viasat representative advised her that her plan was best for streaming on smaller screensShe was advised that there was a backorder on wireless modems, and Ms*** requested a disconnection of her servicesSince Viasat policy does not allow disconnection via chat feature, the Viasat representative assisting her offered to contact Ms***, which she declined.? Ms*** contacted Viasat on March 15, in order to request a disconnection of her services due to slow speedsA Viasat representative advised her that there was a known issue with the satellite beam she was under, and offered a chance to resolve the issueMs*** declined, and proceeded with the disconnection of her serviceShe requested a waiver of her early termination fees due to misinformation at point of saleThe representative advised her that they would put in a request for the waiver, but it was not guaranteedThe request was submitted the same day.On March 16, 2018, the waiver of Ms***’s early termination fees was approved, however due to Ms***’s bill cycle date falling on the same day, the request was not processed in timeMs***’s account was charged $in error for early termination feesWe apologize for any inconvenience this may have caused Ms***.In resolution to this complaint, Viasat has processed a refund of the $charged to the payment method on file for Ms***These funds should be seen in the next three to five business days.? Ms*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.? A UPS box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions.If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at ###-###-####.Thank you for the opportunity to respond

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

Thank you for bringing *** *** 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 *** *** on June 15, and available at exede.com/legalWe apologize if *** *** feels these points were not communicated to her satisfaction.? ViaSat understands that the service is not going to meet *** *** needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account when *** *** is ready to disconnect*** *** can call customer service at *** and reference ticket number *** Thank you for allowing ViaSat the opportunity to respond.?

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for brining Ms***' complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat on August 24, to disconnect her ViaSat servicesAt the time of
disconnection customers are made aware that the charge of $had already been collected for their monthly servicesViaSat's customer service representatives educated customers that unused services are not refunded if they disconnect in the middle of their monthly service term; however, we encourage customers to disconnect days before their next billing cycle to ensure no further charges occur
As Ms***' monthly service fee had been collected at the time of disconnection, ViaSat's customer service representative did not request for the fees to be refundedHowever, as a gesture of good faith Ms*** monthly service charge from August 24, 2015, in the amount of $62.48, has been issued to the payment method on fileMs*** should receive this refund in three to five business days from today, September 21,
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:They did put my service back to the Essential but they did not clear our data usedIf we had been on the plan we were supposed to be, we would not have used up our 10gb of dataAnd we still have days to go in the month
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to Viasat’s attentionWe apologize for any confusion or frustration this situation might have caused ? Our records show Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes 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 DVD quality or 360p? 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? Between December 12, and December 19, 2017, Ms*** contacted Viasat on eight separate occasions regarding the connectivity and speeds of her Viasat accountDuring her conversation on December 12, with the Viasat representative, Ms*** was advised that her download speeds of and upload speeds of 2.59, within the advised limits ? On December 19, 2017, Ms*** contacted Viasat to request a service call as she felt the speeds she was getting were not within the advised limitsDuring this conversation, Ms*** was advised that a service call was not needed as she was receiving speeds within the limits ? In order to bring this complaint to resolution, and as a gesture of good faith, Viasat will agree to waive the applicable early termination fees of approximately $However, Ms*** will be responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.? A *** box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions? If Ms*** wishes to disconnect her account with waiver of the early termination fees, please have her contact Viasat’s 24-hour Customer Service Department at 1-855-463-and reference ticket ***? Thank you for the opportunity to respond.?

Thank you for bringing Ms***-*** complaint to our attention.? Ms***-***? was receiving Viasat’s Unlimited Gold plan at $a month, plus applicable taxes, and a $a month equipment lease fee.? As the service was ordered during a promotional period, Ms
***-*** was receiving the following discounts $off her monthly service plan per month for the first months.? ? The Customer Agreement, provided to each new customer and also available at exede.com/legal, commits each customer to a 24-month minimum service term and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.? Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.The Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signatureOur records show Ms***-*** electronic signature on the Customer Agreement dated June 22, 2018.? ? Ms***-*** contacted Viasat on June 23, to cancel her Viasat internet service.? The Viasat representative offered to troubleshoot the connectivity issues that Ms***-*** was reporting, but that offer was refused.? The Viasat representative informed Ms***-*** of disconnection of account disclosures, including a $charge for early termination fees that would be charged upon disconnect.? The disconnection of the account was processed per Ms***-*** request.? ? Ms***-*** payment method on file was charged in the amount of $on June 24, 2018.? Ms***-*** contacted Viasat on June 25, to let the Viasat representative know that she should not be responsible for the early termination fees charged to her on June 24, 2018.? Ms***-*** stated that she had contacted Direct TV for the service and was offered a bundle package, but Direct TV was unable to install her television services due to line of sight issues.? She felt that Viasat services should not have been installed due to the fact that Direct TV’s services were not able to be.? ? As a resolution to this complaint, Viasat has waived the early termination fees on July 25, 2018, that were charged to Ms***-***.? A refund of $was processed to Ms***-*** payment method on file.? She should expect to see the refund on her bank statement in to business days.? ? Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention? Our records show Mr*** is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited
Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p? Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at 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? Mr*** contacted Viasat on June 15, via chat regarding his contract and how much longer he had as he was requesting to disconnectThe Viasat representative attempted to retain Mr*** account by offering a transition to a different service plan; Mr*** declined this offer? Mr*** chatted in multiple times on June 17, due to slow speedsEach time, the Viasat representatives performed trouble shooting and advised Mr*** to power cycle his modemMr*** was also advised that he had exceeded GB’s of data usage and his data usage could be prioritized behind other customers during network congestion, which could result in slower speeds? At this time, Viasat feels that all appropriate actions have been taken in regards to Mr*** and does not agree to waive early termination fees should Mr*** choose to disconnectIf Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-? Thank you for the opportunity to respondTell us why here

Complaint: ***
I am rejecting this response because: I'm talking about the deposit I gave them of $60.92, that they took twice and only refunded Waiting on bank statementI already talked to them in which how ik it was taken twiceSo where's my 11st deposit if was paid back?
Sincerely,
*** ***