ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/10/01) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
On July 29, Ms*** contacted ViaSat's Customer Service Department to discuss the
disconnection of her ViaSatDuring that conversation, Ms, *** was made aware of ViaSat's equipment return policy per the signed Customer Agreement
However, on July 30, Ms*** made contact with ViaSat's Customer Service Department once again to discuss the equipment return policy and request that the recovery kit be sent to an alternate locationViaSat's customer service representative advised Mr*** that the request would be made and an alternate shipment sent to her new location
ViaSat did not receive a call from Ms*** until September 29, at which time she advised the representative that she was upset that she never received the equipment recovery boxesMs*** was advised by ViaSat's customer service representative that we attempted to send her two lease recovery boxes; however, each time they were returned to the sender
ViaSat's customer service representative advised Ms*** that they were unable to issue a refund for the charge of $collected on September 28, for failure to return the leased equipment until the equipment was returnedMs*** requested the address in which the equipment could be returned and informed the representative that she would be sending the equipment back via postage
Ms*** was responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement
As a gesture of good faith and in order to bring a resolution to this complaint, ViaSat will agree to refund Ms*** the $collected on September 28, However, ViaSat will not agree to refund any overdraft fees associated with this chargeThe refund of $will be issued today, October 1, 2015, and should be received by Ms*** within to business days
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat understands that Mr*** has experienced issues since the installation was done on January 17, ViaSat has performed multiple service call and per Mr***
the issue was still happening On January26, Mr*** called to disconnect the account as the service was not meeting his needs or expectationsIn order to arrive at a resolution ViaSat has waived the early termination fees from the account and issued a refund of $back to Mr***’s payment method today January 27, which he will see within 3-business daysThank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Mr*** complaint to our attention
Mr*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare 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 software Because of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement, signed by Mr*** on November 14, and available at exede.com/legal, that speeds may vary and are not guaranteed
Mr*** has contacted Viasat numerous times between November 14, and January 29, regarding his speed concernsDuring this timeframe, Mr*** was guided through troubleshooting and informed of network congestion in his area numerous timesOn January 10, 2018, Mr*** was offered and accepted a goodwill credit of $A service call was ordered for him on January 29, and scheduled for completion today, January 31,
Our review of Mr*** modem diagnostics shows that he is located in an area with high network congestion, which may cause him to experience slower speedsDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of the networkViasat tends to have more customers utilizing the network during peak timesPeak periods are typically 5:PM to 2:AM, local time, but may vary depending on the area
As a gesture of goodwill, Viasat has applied a discount of $off Mr*** bill per month for the next three months
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attentionWe apologize for any issue she may have experienced regarding ViaSat’s billing and copyright infringement processesThe Customer Agreement, signed by Ms*** on March 28, and available at www.exede.com/legal, obligates customers
to comply with ViaSat’s Acceptable Use Policy, and states that ViaSat reserves the right to immediately terminate the service if subscribers knowingly or otherwise engage in any prohibited activitySubscribers are responsible for the misuse of the service, even if the misuse was committed by a friend, family member, or guest with access to the serviceThe primary account holder is responsible for taking steps to ensure that others do not use their account to gain unauthorized access to the service Infringing on the intellectual property rights of others is prohibited under ViaSat’s Acceptable Use Policy.? In accordance with the Digital Millennium Copyright Act, ViaSat forwards notices of alleged copyright infringement that it receives from copyright holders to customers that have allegedly infringed upon the copyright holder’s copyright.? It is ViaSat’s practice to send an email containing the copyright holder’s notice verbatim and to also send a ViaSat drafted email explaining ViaSat’s Acceptable Use Policy, which includes a warning that repeat infringements may result in the termination of the account.? Ms*** was sent copyright infringement notification emails from May until October On March 1, 2016, ViaSat was notified of separate copyright infringements by someone at Ms*** locationDue to this information, ViaSat is unwilling to refund Ms*** the $collected on April 1, for the early termination feesHowever, as a gesture of good faith, ViaSat will agree to refund the $collected on March 1, for the monthly services.? Ms*** will receive the refund of $to the payment method on file and should be receive within three to five business days from today, April 6, ViaSat however will not agree to refund any overdraft charges caused by the collection of the early termination feesAs Ms*** was advised approximately times of copyright infringements and that the repeated infringements may result in the termination of the account, ViaSat believes this charge was valid Thank you for the opportunity to respond

Thank you for bringing Ms*** response to ViaSat’s attentionAs stated in the previous response ViaSat has not received the proper documentation from both accounts that Ms*** is claiming are being deductedViaSat will need a rolling day bank statement from both accounts in order to research this issue any furtherAt this time ViaSat does not have the correct information to move forward and shows no double billing on our endThank you for allowing ViaSat the opportunity to respond

Thank you for bringing *** ***’ complaint to our attention
Our records show ViaSat charged*** *** $in monthly service fees on August 8, 2017, but the payment failedOn August 18, 2017, her account was suspended for nonpayment of service; however, a successful payment was
collected for the amount on September 8, and the account was resumed on September 11,
On October 8, 2017, ViaSat collected a payment of $from *** *** for her monthly service feesThis amount also included prorated fees based upon when *** ***’ account was resumed from suspension for nonpayment
ViaSat received contact from *** *** on October 11, regarding a charge of $that had caused her to go into overdraft at her bankAt this time, she was correctly advised that no such payment was showing on her account; however, as *** *** stated that the charge was showing on her bank statement, the ViaSat representative escalated a request for her to be reimbursed for nonsufficient fees in the amount of $This request was denied on October 16, as documentation was needed showing that ViaSat had caused her to go into overdraft*** *** was informed of this on October 17, 2017, at which time she was provided with ViaSat’s fax number
*** *** called numerous times regarding her *** reimbursement between October 22, and October 30, On October 22, 2017, she was incorrectly informed that her refund would be processed in four days; however, as there was no refund request created, no refund was reviewed or processedOn October 29, 2017, she was correctly advised that the processing time for refunds was to business daysPer her request, her call was transferred to a supervisor for further assistanceDuring her conversation with the ViaSat supervisor, it was recommended that *** *** call back into ViaSat during regular business hours so she could speak to ViaSat’s Corporate Resolution Team and it could be determine if her fax had been received
A new reimbursement request was opened on October 30, during a conversation *** *** had with a ViaSat supervisorAt this time, *** *** requested the disconnection of her accountThe ViaSat supervisor offered *** *** a retention offer of $off her bill per month for months, but she declined the offerThe ViaSat supervisor informed *** *** of all disconnection disclosures, including the early termination fees, and processed her disconnection requestPer *** ***’ request, the ViaSat supervisor also moved forward with having *** ***’ payment method removed from her ViaSat accountThis was successfully processed on November 1,
On October 31, 2017, a member of ViaSat’s Corporate Resolution Team reviewed *** ***’ faxed bank statements, and determined that she had been charged $by ViaSat; however, the payment was not listed on her account and a second account for *** ***’ could not be locatedThe CRT representative attempted to reach out to *** *** to discuss the matter with her and to inform her that she would need to issue a dispute with her financial institution, but *** *** was unavailable and a message was leftThe CRT representative attempted a second call on November 1, 2017, but there was no answer and no opportunity to leave a message
*** *** contacted ViaSat via online chat on November 1, regarding her refundAt this time, she was informed that her request had been closed, and that she should call in to speak with a CRT representativeLater the same day, *** *** called ViaSat regarding the charge of $80.11, at which time it was recommended that she file a dispute with her bankPer her request, another refund request was escalatedAs the payment of $was not showing on *** ***’ account, the request was denied on November 6,
ViaSat has located the account on which the charge of $occurred; however, as of November 20, 2017, the payment method has been removedTherefore, ViaSat is unable to issue a refund for the amountWe recommend that a chargeback for the amount be issued through *** ***’ bankAs of November 20, 2017, ViaSat has no record of receiving a previous dispute for the amount from *** ***’ bank
Regarding reimbursement for her overdraft fees, *** *** will need to send in a copy of her rolling 30-day bank statement showing that ViaSat’s charges caused her to go into overdraftThis bank statement should include her balance before the ViaSat charges, the ViaSat charges, and the subsequent overdraft feesThis documentation may be faxed to ViaSat at 720-228-or emailed to [email protected] in reference to ticket no***
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Ms*** is currently receiving ViaSat’s Exede FGB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan
provides a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to Mbps
The Customer Agreement, signed by Ms*** on November 10, and available at ***, advises that ViaSat does not guarantee the service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gatewayThe Customer Agreement also advises that service speeds may vary and are not guaranteedDue 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
Our records show Ms*** has contacted ViaSat numerous times since July 28, in regards to connectivity issues and slow speedsEach time, she has been guided through troubleshootingIt has also been determined on many occasions that Ms*** is receiving speeds within or well above ViaSat’s advertised rangeShe has also been educated that the use of multiple devices will degrade the speed of service, and that network congestion can impact her experienceDuring this time period, Ms*** has been provided with $goodwill credits, in total
Network congestion occurs when many subscribers are on the network at the same time, and may intermittently impact web browsing and service speeds of subscribers in the affected spot beam areaDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of the Exede networkViaSat tends to have more customers utilizing the network during peak times, about 5:PM to 2:AM, local time, but may vary depending on the area
On August 29, 2016, Ms*** called ViaSat in regards to issues she was experiencing with specific websites, the speed of her service, and her service connectionDuring this conversation, the ViaSat representative directed Ms*** to directly connect her modem to her computer, after which it was determined that she was giving speeds well above ViaSat’s advertised rangeWhen the representative offered Ms*** further troubleshooting for her other issues, she declined and requested to speak to a supervisor, at which time her call was transferred accordingly for further assistance
During her conversation with the ViaSat supervisor, Ms*** was offered the opportunity to troubleshoot further with ViaSat’s Technical Escalations department, but she declinedWhen she asked for a service call at no cost, she was advised that service calls were chargeable
ViaSat received an email from Ms*** on October 14, regarding her inability to receive emails through outlook.com on her computerIn response, it was recommended that she call into ViaSat’s Customer Service Department for assistance, as troubleshooting could not be provided over emailViaSat’s Customer Service representatives are available by telephone hours a day, days a week Hold times vary depending on call volume We apologize if Ms*** feels she could not reach a ViaSat agent in a timely manner
If Ms*** is experiencing an issue accessing a specific website, we recommend she call into ViaSat’s 24-hour Customer Service Department at ###-###-#### for advanced troubleshooting and assistance
ViaSat does not agree to issue Ms*** a refund for all amounts paid from July to October as she has been using the serviceAs resolution to this issue, ViaSat will provide her with one month of free service
Thank you for the opportunity to respond

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 advised of ViaSat's Data Allowance Policy, the 24-month minimum service contract, and the early termination fees should the account be
disconnected earlyEach of these points is also addressed in the Customer Agreement signed by Mr*** on December 31, and available at exede.com/legal It is the subscriber's responsibility to read the Customer Agreement before signing it We apologize if Mr*** feels these points were not communicated to his satisfactionThere is no day grace period or law that allows the customer to cancel the contract without a penalty feeWe apologize that the service is not going to meet Mr***'s needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive half of the early termination fees should he wish to disconnectHe can call customer service at ###-###-#### and reference ticket ***Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize but using the information that she provided we were unable to locate an accountWe will need Ms*** to provide the phone number that would be on the account or the account holders name or the account number
We can also search for the account using the contact email that would have been placed on the accountOnce ViaSat's receives this information they will investigate and respondThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.Our records show Ms*** service is active, and she is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease 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 Customer Care agents are available by telephone hours a day, days a week.? Hold times vary depending on call volume.? We apologize if Ms*** feels she could not reach a Viasat agent in a timely manner.On July 2, 2018, Ms*** contacted Viasat in regards to her recent Viasat upgradeShe stated that she was told by her technician that the satellite dish could not be put on the roof, but on the exterior wall insteadMs*** stated that she had advised the technician this was not possible, as she would be getting new siding soon and would have to remove the dish at that timeHowever, the technician proceeded to install the dish on the exterior wallA Viasat representative assisted Ms*** in submitting a technician complaint for an investigation to be completedWe apologize for any inconvenience this may have caused Ms***.? On the same day, Ms*** contacted Viasat to request a relocation service call per advise given to her by her Viasat authorized dealerA Viasat representative advised Ms*** of the cost of the service call, $normally, or free with the addition of Viasat’s EasyCare program to her accountMs*** declined both options and requested a free service call due to the circumstancesShe was advised by a Viasat representative that a Viasat supervisory representative had reviewed her account, and would not be able to waive the feeMs*** then requested to disconnect her account, and was transferred to Viasat’s retention team.Viasat has no further records of any contacts from Ms*** after that date.? In light of this complaint, Viasat has reviewed the investigation conducted into the actions of the Viasat technician and determined that miscommunication seems to have occurredWe apologize for any inconvenience this may have caused Ms***.? In resolution to this complaint, Viasat would like to offer Ms*** a free relocation service call in order to properly place the satellite dish as requestedIf Ms*** would like to take advantage of this offer, she 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.?

Thank you for bringing Ms*** complaint to our attention? Our records show that Ms*** contacted Viasat on June 9, because her modem was offlineAfter troubleshooting, a service call was ordered, and Ms*** was informed that her local Viasat dealer would be
contacting her to schedule the appointment ? Ms*** contacted Viasat between the dates of June 10, and June 12, because she had not heard from the dealer to schedule the service callAt this time the Viasat representative offered to do a Sales Channel Change to a new dealer, which Ms*** acceptedOn June 15, 2018, Viasat changed service call responsibility for Ms*** account from Viasat’s dealer to another dealer? Ms*** contacted Viasat on June 22, to get an update on the Sales Channel Change and service callAt this time the Viasat representative created and escalated a new service call order, and advised Ms*** to call the new dealer to scheduleMs*** contacted Viasat later that day and advised that her new dealer had been unable to locate the work orderThe service call was once again escalatedAt this time Ms*** was offered a $credit on her account? On June 25, 2018, Ms*** sent an email to Viasat’s Customer Care department regarding her service call issuesAt this time, a Viasat representative contacted Ms*** and advised that they would cancel the open work order and create a new one? Ms*** sent another email on July 6, because she was still without serviceThe Viasat representative added an additional $credit to her accountMs*** was successfully charged $on July 8, for her monthly service? Ms*** contacted Viasat on July 7, and requested to have another Sales Channel Change from a dealer back to ViasatOn July 11, 2018, Viasat changed service call responsibility from a dealer to Viasat so she could be service by Viasat directly? As a resolution to this complaint, Viasat has created and escalated work order # *** so a technician can replace her modemHer service call has been scheduled for July 17, Additionally, Viasat has provided Ms*** with a credit of $for a free month of service? If Ms*** has any further questions she may call our hour Customer Care department at 1-855-463-? Thank you for the opportunity to respond

Thank you for bringing Mr*** response to ViaSat’s attentionAfter researching the account ViaSat has agreed to stick to their original offer and credit Mr*** half off the early termination feesViaSat has placed a credit of $on the account which will go towards the chargeMr*** will be responsible for the remaining balance on the accountThank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: ? The part of the complaint that I do reject is the cancellation fee? I have received the refund of $for the one payment? Secondly I did update my payment status with exede in April not May when I mad a one time payment? Updated it again in May when the compromised card was still on file and still being billed? I do appreciate the company refunding the one payment but the stress the frustration I had to deal with for the last months with this company on the payment method? Being hung up on times being told a payment had went through on a compromised card not one representative could give me a correct answer but was trying to make a payment they had said went through on the wrong card? One representative trying to make another payment when I did change the payment method but stating a payment had went through? Getting a recorded phone call stating it did not go through and to call which I did? Also this was suppose to be a bundle deal with direct t.vBundle means putting something together which direct t.vadvertises nothing is bundle here which would mean bill I have w bills one through direct t.vand one through exede which I was told by the supervisor of exede that it was advertising I call that advertising? The internet is very slow and the gigbits a month gets used up within half a month which I have called on that and get nothing resolved with it? But what I was told is that it is microsoft and to take things off which I did but did nothing? I was told by the supervisor in e-mail that my payment method had been taken off of the account I e-mailed back and ask which one the credit card or the bank and I got a message back that the case had been closed to contact customer service once again? I have had it with this company and the way they go about doing business not being able to get out of a contract which I am a very dissatified customer or consumer? All they are worried about is collecting a fee and not satisfying the consumer? After phone calls I finally get a respond of expediting payment? After being hung up on telling me a payment went through on a compromised card and getting a respond back from someone from corporate stating it was the way the billing was but never apologizing for the frustration I had to endure through the phone calls and e-mails?
Sincerely,
*** ***

Thank you for bringing Ms***’ complaint to our attention.? The Customer Agreement signed by Ms*** *** on July 16, states that monthly service and lease fees are payable in advance.? Customers are also made aware of this at the time of the sale.? ? Our records
show Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $a month, applicable taxes and a $monthly equipment lease feeDue to the fact that Ms*** ordered her service during a promotional period, she was receiving the following discounts: $off for the first three months of service, and a $credit for the first three 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 and Unlimited Data Policy available at exede.com/legal.The Customer Agreement provided to each new customer commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.? Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On July 20, 2018, Ms***’ first monthly bill generated in the amount of $Due to a failed payment, Viasat has been unsuccessful in taking a payment for the amount due.? On July 23, 2018, Ms*** contacted Viasat in regards to her recent billingShe stated that her bill was $higher than she was advisedA Viasat representative assisted Ms*** by reviewing her billing and promotional rates with her, which Ms*** disputedMs*** requested to disconnect her Viasat services due to the misinformationThe Viasat representative offered to waive Ms***’ early termination fees in full should she choose to disconnect her serviceMs*** accepted the offer, with the request that something in writing be sent to her confirming thisMs*** also requested a waiver of the past due balance on her account, which the Viasat representative agreed toAt the time, however, no disconnection of services was processedWe apologize for any inconvenience this may have caused Ms***.? In resolution to this complaint, Viasat will agree to honor the offer made by the previous Viasat representativeAs of July 24, 2018, a credit has been placed on Ms***’ account to offset the past due balanceIf Ms*** would like to proceed with the disconnection of her services, and have her early termination fees waived in full, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no28043893.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.Thank you for the opportunity to respond.?

Complaint: ***
I am rejecting this response because: I did NOT see or have any agreement you say I signed! This electronic agreement came AFTER rep Sam B*** installed the dish on our house! I was required to pay him $cash as Mike Hanner said toThen when internet went out on 01/27thFive days after being installed! Then the rep was out of town when I called Mike/David with Wild Blue/Exede in Anchorage, AKRep Sam B*** was back in Kotzebue on 02/02/& came and installed another tria to dish outsidei called ? insatiable/Exede on both 2/08th and the 9th trying to get out terminate services! That's when they told me, very rudely......you allowed him to put of dish! I then said I had not seen or signed any paper work or electronic till after it was set up! Viasat then told me it was a $call out fee!!! I paid rep $cash twice after the $300.00!!!i see they are doing the same thing to so many trusting folks, and they are so rude when calling Englewood, CO!?
Sincerely,
*** *** ***

Thank you for bringing Ms***’s complaint to our attention
Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAs Ms*** ordered service during
a promotional period, she is receiving a discount of $off her bill per month for months, as well as a $credit for the EasyCare fee for the same length of time
Our records show Ms*** ordered service on January 4, through a local Viasat dealer, and the service was installed on January 5,
On January 8, 2018, Viasat charged Ms*** $in monthly service fees plus prorated fees based on the installation of the serviceMs*** called in about this charge the same day, at which time the charges were explained to herWhen Ms*** advised she felt she’d been misinformed at the point of sale, the Viasat representative offered to apply a goodwill credit of $to the accountMs*** acceptedUnfortunately, this request was not submitted properly, and was subsequently rejected on January 9, We apologize for any frustration this may have caused Ms*** to experience
Ms*** called several times between January 12, and January 25, regarding her billing and point of sale concernsEach time, she was provided with information regarding her service plan pricingOn January 23, 2018, Ms*** inquired how many months she had remaining within Viasat’s 24-month minimum service term, and was correctly informedShe called back a second time that same day to inquire about transitioning her service plan to a lower-priced plan and was informed that she would not be charged for the transition, but that she would see prorated fees on her next bill
On January 25, 2018, Ms*** chatted in to Customer Service to explain her point of sale concernsThe Viasat representative reviewed the invoice and informed Ms*** that Viasat did not provide an unlimited service plan at $When Ms*** expressed interest in disconnection, the Viasat representative offered to call Ms*** to further assist herMs*** did not accept the offerThe Viasat representative informed Ms*** that they would be unable to adjust the pricing of her service planMs*** was also informed that the previous credit request had been rejected, and that the credit would be reapplied to her accountThis was processed successfully
The Customer Agreement 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
As resolution to this complaint, Viasat will agree to waive Ms***’s early termination fees in fullMs*** 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 she would like to move forward with disconnecting her service, Ms*** may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no***
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
The Customer Agreement advises that Viasat does not guarantee the Internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home
or their service gatewayThe Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show Ms*** electronic signature on the Customer Agreement dated May 5,
Our records show Ms*** called Viasat numerous times on May 6, regarding the connectivity of her service, and to request assistance with setting up her third-party wireless routerDuring these conversations, Ms*** was informed that Viasat’s Premiere Technical Support team was not available, and requested to call back later
On May 7, 2018, Ms*** called to request assistance with her router; however, before the Viasat representative could transfer her to the appropriate department, Ms*** expressed interest in disconnectingThe call was transferred to Viasat’s Retention Department accordingly
During her conversation with Viasat’s Retention Department, Ms*** was offered and declined troubleshooting and a free service call as resolution to her issuesWhen Ms*** was reminded of the early termination fees, she requested to speak to a supervisor, but one was unavailableA request for a supervisor to call Ms*** was escalated
Ms*** called Viasat on May 9, because she had not received a call from a supervisor, and still wished to disconnect her serviceAt this time, Ms*** was informed of the disconnection disclosures and her account was disconnected
The Customer Agreement 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 Additionally, the Customer Agreement advises customers that they 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 taxes, Customers are advised of these points at the time of sale and are reminded at the time they elect to disconnect
Viasat received Ms*** modem and transceiver on June 6, On June 8, 2018, she was charged $in early termination fees, but the payment failedThe balance due remained on her account until June 25, 2018, at which time the account was referred to outside collections for further action
As resolution to this complaint, Viasat will agree to remove Ms*** account from collections with the balance due waived in fullThis request has been escalated as of July 2, Ms*** should be informed that it may take days for the collections agency to update their records
Thank you for the opportunity to respond

Revdex.com:? I must state that there never was any communication or correspondence received regarding any type of contract and I did not sign or electronically sign a month contract.? They sent me a copy with a signature that was not mine (note the last name was spelled ***) and I would never incorrectly spell my name when signing for anything.? Furthermore, it is my understanding from this response that I will not be charged any fees for terminating service and I fully expect at the time I do, that they will provide me with the means to return their equipment.? In addition, if you view all the many complaints against this business you will understand fully that my complaint is a valid one.? This business really needs to review their ethics policy in their business dealings and completely overhaul how they provide customer service
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and should I disconnect and find I am billed for anything at all regarding the disconnect I will be able to seek legal action against them
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I do not have their transceiver and modem,I Had to go buy a router when their technician was installing this service at my home..I have been moved from *** *** ** for over years now!If they had wanted anything back then they should have told me that when I called them to cancel he first time.I did not sign a year contact,I have paid them years for service I wasn't receiving and I WILL NOT pay them another dime!.If they charge my credit card again.or send me another threatening letter or do anything other than leave me alone? I will contact my lawyer!..Once again,I DO NOT have any equipment that they say belongs to them,and I will not pay for something I DO NOT owe
Sincerely,
*** ***

Thank you for bringing *** ***’s response to ViaSat’s attentionWe apologize for any inconvenience this may have caused At this time *** *** is no longer due any refunds from ViaSatAll refunds have been issued back to *** ***The $*** *** is inquiring about was refunded back to the payment method on file on November 29, If *** *** feels that this refund was not issued back she will need to provide a rolling bank statement for all of November into December showing that the refund was not issued back so ViaSat can investigateThank you for allowing ViaSat the opportunity to respond