ViaSat, Inc.

Thank you for brining Mr. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination fees. Each of these points are also addressed in...

the customer agreement signed by Mr. [redacted] on January 18, 2017 and available at Exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. It is our goal to provide Mr. [redacted] with the best internet experience possible. However, due 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. The customer’s internet speeds can also be affected by programs running in the background of the customer’s devices, the use of virtual private networks, the router and the activities a customer engages in on the internet. Because of these many variables, ViaSat cannot guarantee any particular speed to the customer.   ViaSat discloses at the point of sale and in its Customer Agreement signed by Mr. [redacted] on January 18, 2017 that speeds may vary and are not guaranteed.      ViaSat understands that the service was not meeting Mr. [redacted]’s needs or expectations so the account was disconnected on February 17, 2017. Mr. [redacted] was charged $370.23 on February 20, 2017 for the early termination fees. The payment failed and Mr. [redacted] was sent a past due balance that was going to be sent to an outside collection agency. In order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account. Mr. [redacted] now has a $0 balance on the account. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr. [redacted]’s response to ViaSat’s attention. We apologize that Mr. [redacted] feels he couldn’t reach anyone at ViaSat’s Customer Service number. ViaSat records all calls for quality assurance purposes and keeps track of each call with an interaction ID. ViaSat shows that Mr. [redacted] spoke with a Customer Service Representative yesterday January 26, 2017 regarding the slow speeds and no connectivity. ViaSat’s Customer Service Representative was not able to correct the issue and advised Mr. [redacted] that he will need a service call to correct the issue. Mr. [redacted] was offered the EasyCare product for $5.99 a month which allows free service calls; however, Mr. [redacted] declined and advised that he would call back. ViaSat charges $95.00 for service calls after the first 90 days of installation. ViaSat understands that Mr. [redacted] needs a service call so the issue can be looked at. In order to arrive at a resolution ViaSat will offer Mr. [redacted] a free service call. Mr. [redacted] will want to contact Customer Care at [redacted] and reference ticket #[redacted] to have the free service call set up when he is ready. ViaSat will also place one free month of service to the account. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Complaint: [redacted]
I am rejecting this response because: Please do not try to deescalate the situation based on the fact that my account is currently in Liberty Pass. IF YOU HAD READ the notes on the account, you would see that the speed is staying slow regardless of Liberty Pass or being within our data! While I realize there are "many variables" that can affect speed, there was no issue with our service until the last 3 months! If this were an issue with our computer or other equipment, it would have been going on for the last 2 years, NOT JUST the last 3 months ONLY!  It is OBVIOUS there is an underlying issue here that for some reason you are unwilling to investigate and resolve!
Sincerely,
[redacted]

Thank you for bringing Mr. and Mrs. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation might have caused.   Customer Agreement signed by Mr. [redacted] on September 20, 2012 and available at exede.com/legal, states that ViaSat does not provide a...

refund for unused services regardless of when an account is disconnected ViaSat collected $198.93 for the monthly services on February 16, 2017. On February 22, 2017, ViaSat received contact from Mr. [redacted] who requested the disconnection of his ViaSat account. During his conversation with the ViaSat representative, Mr. [redacted] was advised of the disconnection disclosures and equipment return policy. ViaSat received contact from Mr. [redacted] March 25, 2015, at which time he requested the refund for the unused services from February 16, 2017 to March 16, 2017. Mr. [redacted] was educated by the ViaSat representative that ViaSat does not refund for unused services and that the charges were valid. In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to refund Mr. [redacted] the unused services of $ 97.49 per his request. The refund of $97.49 was issued to Mr. [redacted]’s payment method on file and should be received within three to five business days. Thank you for the opportunity to respond.

Thank you for bringing [redacted] complaint to our attention. We apologize for any confusion he may have experienced with ViaSat.
The Customer Agreement, signed by [redacted] on August 10, 2013 and available at exede.com/legal, 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 ViaSat received a call from [redacted] on December 26, 2014 because she wanted to move the service to her new location; however, she decided not to as ViaSat was unable to provide unlimited service, and requested disconnection. During this conversation, the ViaSat representative reminded [redacted] of the 24-month minimum service term and the early termination fees, at which time she chose to not move forward with the disconnection of the account, advising that she would call back.
ViaSat did not hear back from [redacted] until June 30, 2015, at which time she requested the disconnection of the account. Once again, [redacted] was advised of the early termination fees. She was also advised that she would need to return ViaSat’s modem and transceiver within 30 days after the disconnection of the account, or there would be an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. [redacted] once again advised she would call back. As such, the account remained active. ViaSat has not received any further contact from Mr. or [redacted] since this interaction.
On April 22, 2016, ViaSat received three chargebacks of $60.58 from [redacted] bank for monthly service fees collected on September 12, 2015, October 12, 2015, and December 9, 2015. In response, ViaSat sent the money back to [redacted] payment method; however, as the charges were considered valid, a balance due of $181.74 remained on [redacted] account.
On May 12, 2016, ViaSat charged [redacted] $60.58 for monthly service, but the payment failed, creating a balance due of $242.32. The account was suspended for nonpayment on May 14, 2016.
In order to come to a resolution regarding this complaint, ViaSat will disconnect the account on July 18, 2016 with the balance due of $242.32 waived in full. As he is no longer within the 24-month minimum service term, [redacted] will not be charged any early termination fees. However, [redacted] is responsible for returning ViaSat’s modem and transceiver within 30 days after the disconnection. ViaSat will supply him with a UPS box and free return shipping label, to be delivered to him within a week after the disconnection of his service. ViaSat will have the UPS box sent to the following location:
[redacted]
[redacted]
If [redacted] needs the box shipped to a different address, he may contact ViaSat’s 24-hour Customer Service Department at [redacted] to make the request.
Thank you for the opportunity to respond.

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

Initial Business Response /* (1000, 11, 2015/12/28) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
On November 2, 2015, ViaSat received contact from Mrs. [redacted] requesting the payment method...

on file be removed from their account and that a call would be made monthly to make their payments. As promised, Mr. [redacted] contacted ViaSat's customer service department on November 4, 2015 to make a onetime payment of $87.03; however, ViaSat was experiencing issues with our payment page and the representative advised Mr. [redacted] to contact ViaSat again at a later time.
Mr. [redacted] contacted ViaSat's customer service department again on November 13, 2015 as he stated he made a payment on November 4, 2015. During his conversation with the representative, Mr. [redacted] was educated that due to the system issues his previous payment was not collected. Mr. [redacted] did not want to make another payment and ended the call with the representative before the payment could be made.
On November 23, 2015 Mr. [redacted] contacted ViaSat's customer service department again to discuss the payment issues he was experiencing. Mr. [redacted] refused to attempt to make another payment or provide documentation showing this payment was previously collected. Again, Mr. [redacted] disconnected the call.
If Mr. [redacted] does not feel comfortable contacting ViaSat's customer service line to make a onetime payment, he may utilize ViaSat's self-help options at myexede.net. The MyExede customer portal is your one-stop hub to manage your account. Here, you can view your bill, make a one-time payment or update your payment method using the prompts on the screen.
If Mr. [redacted] has any further questions or concerns regarding the ViaSat MyExede customer portal, he may contact ViaSat's customer service department for assistance at XXX-XXX-XXXX.
Thank You!
Initial Consumer Rebuttal /* (3000, 13, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received an email that the payment method on file will be billed on the 4th of January. I logged into my Exede account online, and it shows that my account has reached the 12G limit of data usage for the month. I have not used Exede during the month of December as I have another internet provider. I refuse to pay any charges for December.
The payment method on file at Exede is a CLOSED checking account. I have verified with the bank that it is closed. SO Exede will not be paid for any amount billed to that account.
That account WILL NOT be re-opened.
I am willing to pay the $87.03 by way of a money order as I do not want Exede to have any of my current credit card or banking information.
Final Business Response /* (4000, 15, 2016/01/05) */
The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to 24 hours to display the current usage. This is disclosed in text to all customers immediately below the usage meter on MyExede.net. The ViaSat modem needs to be online to have the monthly usage meter reset.
Additionally, Mr. [redacted] is not responsible for any charges on his ViaSat account while the account was under suspension. ViaSat has already applied a credit of $80.58 to his account. ViaSat does not accept money orders as payments; however, Mr. [redacted] may make a onetime payment via the only system on a payment method of his choice. He does not have to have a payment method on file and can make onetime payments each month.
ViaSat believes this complaint has been resolved. Thank you for the opportunity to respond.
Complaint Response Date bumped because: Data Base Migration
Final Consumer Response /* (2000, 17, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this offer. The only new problem is that I am receiving emails stating I owe $147 and change. I can pay the $80.58 in February 2016.
The only remaining issue is Viasat's equipment. I still have the modem plus their satilite is still on my roof. I need to know what to do with it. I will not pay any shipping to return the equipment to them but am willing to return them.

Thank you for bringing Mr. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. At the time of sale, customers are informed speeds are not guaranteed and may vary. This point is also addressed in the Customer Agreement, signed...

by Mr. [redacted] on November 14, 2016 and available at [redacted]. Due 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 activity. On November 14, 2016, Mr. [redacted] contacted ViaSat to discuss the speeds of his services. During his conversation with the representative, Mr. [redacted] was advised that he was receiving speeds within the advertised range, over 25 download. Mr. [redacted] contacted ViaSat on November 18, 2016, to discuss the billing of his ViaSat services. During this conversation, and as a gesture of good faith, ViaSat agreed to issue a goodwill credit of $10.00 off his bill for twelve months. Mr. [redacted] accepted this offer and his account remained active. On December 6, 2016, Mr. [redacted] contacted ViaSat to request the disconnection of his ViaSat account due to the Data Allowance limitations. 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. 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. This means that web pages and email will take significantly longer to load and most other internet activities will not work. The ViaSat representative advised Mr. [redacted] of the applicable early termination fees should he wish to move forward with the disconnection of his ViaSat account. Per his request, Mr. [redacted]’s ViaSat account was disconnected. The Customer Agreement signed by Mr. [redacted]’s authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees.  ViaSat has not attempted to collect the early termination fees payment of approximately $345.00 In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to waive the early termination fees of approximately $345.00. However, Mr. [redacted] will be responsible for returning ViaSat’s modem and transceiver within 30 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 [redacted] box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructions. If Mr. [redacted] has any additional questions or concerns, he may contact ViaSat’s 24-Hour Customer Service Department at ###-###-####. We apologize for any misunderstanding or frustration Mr. [redacted] may have experienced. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 4, 2015/12/09) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration the billing of his ViaSat services may have caused.
Mr. [redacted] contacted ViaSat's customer service department on October 10,...

2015 to discuss the billing of his ViaSat services. During his conversation with ViaSat's representative, Mr. [redacted] was educated that the $20.00 off for 3 months had been applied to his account. Mr. [redacted] stated that he would file a Revdex.com complaint as he believed this was not being added properly to his account. Again, Mr. [redacted] was advised that the credits were being applied correctly and no further action was required. Mr. [redacted] has not contacted ViaSat's customer service department since this date.
As informed to Ms. [redacted] previously by our customer service representative, the $20.00 off for 3 months has been applied to his account. These credits applied to his October, November, and December bills. ViaSat has attached a bill for Mr. [redacted]'s review. Given this information, ViaSat believes that this complaint has been resolved.
Thank you for the opportunity to respond!
Initial Consumer Rebuttal /* (3000, 6, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not except the response of customer service, because it doesn't matter how it looks on there billing the simple fact is they lied and if they can't fix the problem they should release me from the contract, if someone would have explained how they would have hidden the discount in the billing I wouldn't have got the service.
Final Business Response /* (4000, 12, 2015/12/15) */
Mr. [redacted] will not receive a credit this bank account as the $20.00 credits apply towards the monthly bill. His monthly bills have been decreased by $20.00 for the last three months. ViaSat does not owe Mr. [redacted] any fees collected. Thank You!
Final Consumer Response /* (4200, 14, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be uploading what I have been charged.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
thank you very much

Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing Mr. [redacted]'s complaint to our attention.
Unfortunately, we were unable to locate Mr. [redacted]'s account with the information provided. If he could provide his ViaSat account number or the phone number associated...

with the account, ViaSat would be able to research his issue and come to a reasonable resolution that satisfies both parties.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/07/16) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any misunderstanding he may have experienced regarding ViaSat's service.
The Customer Agreement, signed by Christina [redacted], the account holder, on June 15, 2015...

and also available at exede.com/legal, 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. ViaSat neither provides customers with a trial period for the service nor advertises that one is available. The 24-month service term begins when the Customer Agreement is signed by the subscriber at the point of installation.
Due 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 activity. The Customer Agreement advises that the speed of the service is not guaranteed and [redacted] vary.
Mr. [redacted] is currently receiving ViaSat's Essential 10 GB service plan at $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan offers customers 10 GB of priority data a month, download speeds up to 12 Mbps, and upload speeds up to 3 Mbps.
ViaSat received a call from Mrs. [redacted] on July 13, 2015 at which time she requested the disconnection of her account. During this conversation, the ViaSat representative reminded Mrs. [redacted] of her signed Customer Agreement, and advised that early termination fees would apply if she moved forward with disconnecting the service. The representative also advised Mrs. [redacted] that ViaSat did not provide customers with any type of trial period for the service, and that there was network congestion in her area that was impacting her services at that time. The representative guided Mrs. [redacted] through troubleshooting, after which it was determined that, in consideration of the network congestion in her area at the time, her speeds were normal.
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. 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. Pursuant to the Data Allowance Policy, speeds [redacted] be slowed or restricted for a period of time when customers use their entire monthly system usage. The most common causes for high usage are typically downloading or streaming media content (e.g. online videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files.
Our records show that during his June 16, 2015-July 15, 2015 billing period, Mr. [redacted] exceeded his 10 GB monthly priority data. The majority of this usage went towards marketplaces (e.g., iTunes, Windows Store, etc.), storage (e.g., cloud storage, online backup, etc.), communications (e.g., audio/video chat, email, Skype, etc.), media (e.g., Spotify, Netflix, etc.), and web browsing.
ViaSat does not agree to waive Mr. [redacted]'s early termination fees in full; however, if he chooses to move forward with the disconnection of his account, ViaSat will waive half of the charge. Mr. [redacted] is responsible for returning ViaSat's modem and transceiver within 30 days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return.
If Mr. [redacted] would like to disconnect his account, he [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket no. XXXXXXXX.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Not the best resolution but it will do. Phone etiquette is not the best so just want to get it over with and end it.

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. Ms. [redacted]’s service plan is subject to a Data Allowance Policy, which limits the total amount of data a customer can use each month. Customers are made aware of ViaSat’s...

Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by Ms. [redacted] on October 28, 2014. Pursuant to ViaSat’s Data Allowance Policy, when an Exede Evolution plan customer uses 100% of their data allowance they will continue to have access to email and web pages at regular speeds. Certain other uses of the service such as downloading video or audio media will be significantly slowed and/or restricted and some internet activities will not work. Customers have the choice to purchase additional data under ViaSat’s Buy More option at $10.00 per 1 GB on an as-needed basis, but are not required to do so.  Alternatively, Exede Evolution customers are able to continue to engage in all internet activities at regular speed during the Early Bird Free Zone from 3 a.m. – 8 a.m. daily.  Ms. [redacted] only has 5 GB to use for the month and ViaSat does not recommend streaming movies as this will take all of Ms. [redacted]’s usage instantly. As of today February 6, 2017 Ms. [redacted] has already used her 5 GB that were available. Her usage will not reset until March 1, 2017. Streaming media counts against Ms. [redacted]’s data allowance whereas web browsing does not. Over the years, many content providers have changed their delivery methods making it difficult for us to distinguish between streaming media and web browsing. To address this, we have historically erred on the side of classifying certain streaming media content as web browsing content. ViaSat recently upgraded our software to more accurately distinguish between streaming media and web browsing. As a result, you may find more of your internet usage falling into the streaming media category, including usage of [redacted] and User Group websites. This may affect your experience accessing these services when you have exceeded your data allowance. We apologize for any inconvenience this may have caused. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Complaint: [redacted]
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 $70.51 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 2 months with this company on the payment method.  Being hung up on 3 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.v. Bundle means putting something together which direct t.v. advertises nothing is bundle here which would mean 1 bill I have w bills one through direct t.v. and one through exede which I was told by the supervisor of exede that it was advertising I call that false advertising.  The internet is very slow and the 10 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 10 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 4 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,
[redacted]

Thank you for bringing Ms. [redacted]’s complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms. [redacted] on March 13, 2018 and also available at [redacted], 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. [redacted] purchased Viasat’s Unlimited Data Bronze 12 service plan through an authorized Viasat Dealer.  All Viasat dealers are contractually required to make customers aware of these points at the time of sale. We apologize if these points were not communicated to Ms. [redacted] at the point of sale.Ms. [redacted] contacted Viasat on March 13, 2018 in regards to her recently installed service. She stated that her installer said her modem had no wireless internet available, though the person Ms. [redacted] had bought service through had stated there would be. A Viasat representative advised her that due to the modem and plan she was on, Ms. [redacted] was not eligibile for a wireless internet package. The representative also offered to troubleshoot Ms. [redacted]’s services, as she was having difficulty with a third-party connector. Ms. [redacted] declined and ended the call. On March 14, 2018, Ms. [redacted] contacted Viasat multiple times in regards to her speeds. She stated that she was having problems streaming video. A Viasat representative advised her that her plan was best for streaming on smaller screens. She was advised that there was a backorder on wireless modems, and Ms. [redacted] requested a disconnection of her services. Since Viasat policy does not allow disconnection via chat feature, the Viasat representative assisting her offered to contact Ms. [redacted], which she declined. Ms. [redacted] contacted Viasat on March 15, 2018 in order to request a disconnection of her services due to slow speeds. A Viasat representative advised her that there was a known issue with the satellite beam she was under, and offered a chance to resolve the issue. Ms. [redacted] declined, and proceeded with the disconnection of her service. She requested a waiver of her early termination fees due to misinformation at point of sale. The representative advised her that they would put in a request for the waiver, but it was not guaranteed. The request was submitted the same day.On March 16, 2018, the waiver of Ms. [redacted]’s early termination fees was approved, however due to Ms. [redacted]’s bill cycle date falling on the same day, the request was not processed in time. Ms. [redacted]’s account was charged $346.64 in error for early termination fees. We apologize for any inconvenience this may have caused Ms. [redacted].In resolution to this complaint, Viasat has processed a refund of the $346.64 charged to the payment method on file for Ms. [redacted]. These funds should be seen in the next three to five business days. Ms. [redacted] is responsible for returning Viasat’s modem and transceiver within 30 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. [redacted] 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: [redacted]
I am rejecting this response because:
I don't feel I should pay for services I did not have I paid for 2 months of service we did not recieve the contractor was contacted on several occasions and did not reply 
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted]’s response to our attention.   As per our previous response, Ms. [redacted] ordered her Viasat service through our Online Order Entry functions on November1, 2018 and did not contact Viasat’s sales department. We apologize for any misinformation Ms. [redacted] believes she received as the information about the Unlimited plans is available for our customers to go over when ordering online.   Also per our previous response, Ms. [redacted]’s been explained to on numerous occasions that her plan is unlimited and may be prioritized behind other customers who have not exceeded 150 GB’s of once she has exceeded 150 GB’s of data during peak times.   Once again, Viasat feels that all appropriate information has been given to Ms. [redacted] regarding her Unlimited Data Silver 25 service plan. As such, Viasat does not agree to waive her early termination fees if she chooses to move forward with disconnecting her service.   If Ms. [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333.   Thank you for the opportunity to respond. Tell us why here...

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

Initial Business Response /* (1000, 5, 2015/09/18) */
Thank you for bringing Mr. [redacted]' complaint to our attention.
Our review of his account shows that he requested the disconnection of his account on August 16, 2015 because he was unhappy with the service. Unfortunately, the ViaSat...

representative failed to disconnect Mr. [redacted]' account as requested. Subsequently, on September 16, 2015, Mr. [redacted] was charged $35.70 for monthly service. He called the same day regarding the charge, at which time his account was successfully disconnected and a refund request for the amount paid was escalated. The refund of $35.70 was issued back to Mr. [redacted]' payment method the same day. It may take Mr. [redacted] approximately 3-5 business days from the issue date for him to see it deposited into his account.
We apologize for any frustration Mr. [redacted] may have experienced. We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr. [redacted]' complaint.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/06/10) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this [redacted] have caused. At the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term...

agreement, and the early termination fees. Each of these points are also addressed in the customer agreement signed by Mr. [redacted] on April 3, 2015 and available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. The charges are valid and will remain valid and no refund will be issued at this time. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company has not taken responsibility for selling us a service that did not meet the needs that were clearly stated prior to installation. We were very explicit we stream movies and videos. As such, the salesman should have never considered us for satellite internet. Nor should they have stated 10 megabytes was more than enough to compare to the unlimited internet we were switching from.
ViaSat needs to be responsive to customers and not simply ignore the requests and issues that begin and end with their company. They have not only cost us $329.50 in charges, but countless hours in lost work time due to not being able to do conduct work in home.
We are asking they admit to their mistakes and unethical business practice in selling a service simply for monetary gain and not to fulfill the needs and satisfaction of the customer.
Final Consumer Response /* (4200, 11, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is still unacceptable. It is the responsibility of the szlesman to ensure absolute customer satisfaction. The customer need should always be placed first. It is your duty to ensure we are being listened to. When I explain the need for use is daily should have been enough to alert an honest company that 10 megs would not be enough.
You failed to do that. Plain and simple. Your failure and obvious unconcern of the errors you have made speak volumes of the type of company you are. The fact that we received a letter in the mail notifying us you were taking our money actually dated after the fact is a true testiment to just how insincere you are and your profit in this business supersedes tahe customer. A true company would not even think twice about making this right.
Final Business Response /* (4000, 13, 2015/06/26) */
Thank you for bringing Ms. [redacted]'s response to ViaSat's attention. We apologize that the service did not meet your needs or expectations. ViaSat records all calls for quality assurance purposes and will look back on this sales call. In order to arrive at a resolution ViaSat has issued a refund of $329.50 back to Ms. [redacted] today June 26, 2015 and she will see that back to her payment method within 3-5 business days. If Ms. [redacted] has yet to return the equipment she will want to make sure that is returned within 20 days of disconnection to avoid any non-returned equipment charges if she has already sent it back then she will be completed with her account. Thank you for allowing ViaSat the opportunity to respond.