ViaSat, Inc.

Initial Business Response /* (1000, 12, 2015/12/30) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also...

addressed on the first page of the Customer Agreement, signed by Mr. [redacted] on April 11, 2015 (also available at exede.com/legal). Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage. This means that web pages and email will take significantly longer to load and most other internet activities will not work.
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.
ViaSat's service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance policy. The Data Allowance Policy applicable to Mr. [redacted] plan 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, signed by [redacted] (also available at exede.com/legal).
Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage. ViaSat does not automatically charge customers when they go over their monthly data allotment. Customers have the choice to purchase additional data under ViaSat's Buy More option at $9.99 per 1 GB on an as-needed basis, but are not required to do so. Alternatively, customers may utilize ViaSat's Late Night Free Zone from 12:00 AM to 5:00 AM, local time, during which unmetered service is provided at no extra cost.
ViaSat does not recommend certain gaming or the use of Virtual Private Networks (VPN) applications with ViaSat's service. Customers are informed at the time of sale that ViaSat's service may not work well with gaming and VPN applications. In addition, Section 1.1 of the Customer Agreement signed by Mr. [redacted], clearly states,
"Please note the following limitations applicable to use of the Service: VOIP services may not work over the ViaSat network if you are receiving Service through one of the WildBlue Plans. Real-time or "twitch" online gaming activities may experience performance degradation over the network, including latency effects. VPN applications may not perform or may perform poorly and are not recommended."
The Customer Agreement provided to each new subscriber obligates subscribers to a 24-month Minimum Service Term, and if service is canceled prior to the Minimum Service Term, Early Termination Fees will apply. ViaSat is unwilling to waive Mr. [redacted]'s Early Termination Fees in full. However, ViaSat agrees to waive half of the Early Termination Fees upon the return of ViaSat's equipment. Mr. [redacted] can call a ViaSat Customer Care Agent at X- XXX-XXX-XXXX and reference ticket XXXXXXXX to request the disconnection of his account and ViaSat send UPS box.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 14, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Ms. [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 Data Allowance Policy, the 24-month minimum service term commitment, and the early termination fees. Each of these...

points are also addressed in the customer agreement signed by Ms. [redacted] on September 21, 2016 and available at [redacted]. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. ViaSat does not offer a 30 day trial period. At the time of installation the technician will have the customer sign a 24- month agreement in order to have the service activated. ViaSat understands that the service was not meeting Ms. [redacted]’s needs or expectations so it was cancelled 2 days after installation. In order to arrive at a resolution and due to the length of time the service was installed, ViaSat has agreed to issue back a full refund of $347.28. Ms. [redacted] was issued a refund of $173.64 on September 29, 2016 which she should have received by now. The second half of the refund was issued today October 6, 2016 and Ms. [redacted] should receive that within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Ms. [redacted] contacted ViaSat's customer service department on September 15, 2015 to discuss the...

difficulties she was experiencing with her ViaSat services. During her conversation with ViaSat's customer service representative, Ms. [redacted] was advised to contact her companies IT department to discuss the issues she was experiencing with her VPN.
Later this day, Ms. [redacted] made contact once again to discuss the issues with her services and her desire to disconnect the account. On this date, Ms. [redacted]'s account was disconnected and she was advised of the early termination fees that would be assessed. However, on September 24, 2015, Ms. [redacted] contacted ViaSat's customer service department once again as ViaSat had attempted to collect $361.45 for the Early termination fees.
On the call from September 24, 2015, her issue was escalated to our corporate care department for further review. As requested by Ms. [redacted], ViaSat's corporate care agent agreed to apply a credit to her account for the past due balance of $361.45. As a credit was applied to her account when Ms. [redacted]'s ViaSat bill cycles on October 16, 2015, the account balance will be brought to zero.
As Ms. [redacted] was issued a credit of $361.45 prior to the filing of the Revdex.com complaint, we believe this complaint was addressed and resolved before the filing. Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. Mr. [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 Mr. [redacted] on June 8, 2015. Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use 100% or more of their monthly data allowance. This means that web pages and email will take significantly longer to load and most other internet activities will not work. The most common causes for high data 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 (e.g. viewing pictures on Facebook or through SnapChat).  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, customers may utilize ViaSat’s Late Night Free Zone from 12:00 AM to 5:00 AM, local time, during which unmetered service is provided at no extra cost. We apologize that Mr. [redacted] feels that the service is not meeting his needs or expectations. In order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account should Mr. [redacted] wish to disconnect the account. Mr. [redacted] can call Customer Care at ###-###-#### and reference ticket number [redacted]. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: You have broken the contract with me because I am not allowed to move my original contract service to my new location without buying a New expensive service with you which is braking my service contract with you. So no matter how different (more expensive) your new service is from my original contract that you will not honor, I am to agree to your new service or leave myour internet connection inot a house that I nof longer live in or pay forced early conciliation fees . This sounds like a class action. Thank you for braking my contract agreement. Revdex.com, Thank you for your time. I will share my experience with everyone I know to save others from this scam. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Ms. [redacted] contacted ViaSat's Customer Service Department on September 4, 2015 to discuss...

the disconnection of her ViaSat account due to difficulties accessing the internet. The customer service representative educated Ms. [redacted] on the disconnection process and did advise Ms. [redacted] in error that she would be responsible for any early termination fees.
On September 9, 2015 Ms. [redacted] contacted ViaSat's customer service department once again to discuss the charge of $365.74 assessed to her on September 8, 2015. During her conversation with ViaSat's customer service representative she was advised that per the Customer Agreement the early termination fees were valid. We apologize for this information provided to Ms. [redacted] was provided and that the early termination fees were not waived in error.
As of today September 21, 2015, Ms. [redacted] has been refund the $365.74 charged on September 8, 2015 to the payment method on file. The refund of $365.74 should be received by Ms. [redacted] in three to five business days. Should she not receive the refund in this time frame, please advice.
Again, we apologize for the confusion or frustration this situation may have caused. Thank you for the opportunity to respond.

In ViaSat’s previously reply we informed [redacted] that the duplicate payment made on June 12, 2016 was failed by her bank. ViaSat received the following message back from her bank when trying to process the payment, “Customer Advises Not Authorized,” and subsequently the additional payment of $109.73 failed on July 1, 2016. As such, when the payment was made on June 12, 2016, for $109.73 and the bill generated was for $111.48, this left a balance owed on her account for $1.75. =On July 8, 2016, [redacted] regular ViaSat monthly bill cycled and she had a balance owed of $109.73. When [redacted] made the onetime payment of $109.73 on July 12, 2016, this brought her account balance to zero. Unless [redacted] can provide a rolling bank statement not blacked out, showing the failed payment cleared and was not reimbursed back to her as she previously stated and per the information provided by the bank, ViaSat is unwilling to refund [redacted] any charges. Again, as stated, the payment collected on July 12, 2016 was for the monthly charges for her July statement. [redacted] may contact ViaSat's Consumer Affairs at [redacted] to discuss this matter further. Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: They never told you in their response that they've been here numerous times, replaced the dish on roof in May of 2016. Yet, they admit my account has been flagged because there is a "service signal quality issue" as they state in this area. They told me on a recorded line this is affecting numerous customers in this area. I want all recorded conversations with myself pulled and sent to Revdex.com for review. Otherwise, those same recordings will be subpoenaed in a court complaint. 
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted]’ complaint to our attention.
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. Viasat discloses at the point of sale and in its Customer Agreement, signed by Mr. [redacted] on February 1, 2018 that speeds may vary and are not guaranteed.
Our records show Mr. [redacted] called Viasat on February 2, 2018 to disconnect service because the Unlimited Data Bronze 12 Mbps service plan speeds were not meeting his needs. During this conversation, the Viasat representative educated Mr. [redacted] on the Unlimited Data Silver 25 Mbps service plan, and offered him a discount of $30.00 off his bill per month for six months. Mr. [redacted] accepted this offer, and his service plan was transitioned accordingly.
The Unlimited Data Silver 25 service plan ($100.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a 5.99 monthly EasyCare fee) provides unlimited data usage at regular speeds up to 25 Mbps. The service is optimized for streaming at DVD quality or 480p.
Viasat’s unlimited data service plans do not have a monthly data allowance. Pursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than 150 GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speeds. Starting 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 150 GB threshold. At the end of the monthly measurement period, the data usage resets to zero. Customers 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.
Viasat received another call from Mr. [redacted] on February 5, 2018 once again requesting disconnection due to slow speeds. The Viasat representative informed Mr. [redacted] of the early termination fees, and offered troubleshooting; however, as Mr. [redacted] was not on site during the time of the call, he was advised to call back in when he was home so troubleshooting could be performed.
Mr. [redacted] contacted Viasat for troubleshooting on February 6, 2018, at which time it was determined that, while Mr. [redacted]’ modem was receiving speeds above advertised range, he was still experiencing a slower experience on his third-party device. Mr. [redacted]’ call was transferred to Viasat’s Technical Escalations Department for additional troubleshooting; however, the call dropped before further assistance could be provided.
A second call was received from Mr. [redacted] the same day regarding issues he was experiencing with streaming. During this conversation, the Viasat representative reminded Mr. [redacted] of the streaming quality for his service plan, and recommended that he change the settings on his streaming program to reflect 480p.
On February 9, 2018, Mr. [redacted] called to disconnect his account. Mr. [redacted] was informed of the disconnection disclosures, including the early termination fees, before his request was processed.
The Customer Agreement commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the Voice service. Early 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.
Additionally, the Customer Agreement advises that customers are responsible for returning Viasat’s modem and transceiver within 30 days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxes. Viasat supplies customers with a UPS box, free return shipping label, and illustrated instructions within a week after disconnection.
On March 4, 2018, Viasat charged Mr. [redacted] $344.03 in early termination fees, but the payment failed. Viasat received notice on March 6, 2018 that Mr. [redacted] had returned the modem but not the transceiver; subsequently, on April 4, 2018, Mr. [redacted] was charged an additional $204.70 in unreturned equipment fees plus a Voice disconnection fee, which was added to the existing balance. No payment was collected.
On April 4, 2018, Mr. [redacted] called Viasat regarding the total balance due of $548.76, at which time he was provided with a breakdown of the charge. Per Mr. [redacted]’s request, a service call was scheduled for a technician could assist him with the removal of the transceiver, and a second equipment return kit was shipped out to Mr. [redacted]’ home. Mr. [redacted]’ transceiver was returned on April 18, 2018, and $153.40 was waived from the balance due.
On April 23, 2018, the remaining balance due of $395.36 was referred to outside collections for further action. Mr. [redacted] called Viasat on April 30, 2018 regarding this balance and to dispute the early termination fees, at which time he was informed that the early termination fees were a valid charge.
As resolution to this complaint, Viasat will remove Mr. [redacted]’ account from collections with the balance due waived in full. This action has been requested as of May 1, 2018. Mr. [redacted] should be informed that it may take the collections agency 30 days for them to update their records.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: viasat isn't looking at the whole picture,  I agree with the removal assistance but I need the dish removed as well. Why, I won't give free advertising to the company that mistreated me. Now none of that is in there welcome package or is signed for etc, it's business ethics,  that are still being avoided in these negotiations. Your saying I'm liable for property while under contract, the min I leave I'm no longer liable for certain parts? How can I be liable for something viasat leaves on my property? By that logic if I were to take a bag of dirty diapers & drop them off in the Carlsbad office & say you can have its yours does that make you responsible or would you call the police to have me arrested for littering. Your dish is useless in my just replaced eve on my house. 1500$ for new wood & paint right before we moved in back in April 2016. I have to have it taken down & have the holes filled. I just want you to come get it. I'll get the holes filled & painted. Your tech can grab the modem as well. If that's OK with you.  Now as for the etf.  I have no doubt in the legalese system you feel I'm responsible for the entire thing, the offer of half is nice but if I'm going to pay you for what I used in all fairness why would I or should I  pay for the etf fee? If take any contract for say services A but are unaware of something like misinformed to the contrary of what you asked for your , your contract isn't what you under the impression that you were signing after you were told services contract A is what you need. But the details of A were not none till AFTER you verbally agreed, THEN digitally agreed. Basically I was told by a viasat rep that gaming was OK. He never recanted. (( YOU, WHO READS THIS, DID YOU LISTEN TO THE RECORDING BETWEEN REP AND MYSELF?))  I've asked that a few times but haven't heard YOU answer. Viasat is responsible for his mistake, just like viasat is responsible for [redacted]s & [redacted]s, the manager & employee in retention department.  [redacted] was proven to be a liar about my email, how can you expect me to hold anything your company says as honest when one supervisor says another was lying to me? ((( I WILL NOT BE ABLE TO ACCEPT ANY CONCESSIONS UNTIL [redacted]S & [redacted]S BEHAVIOR HAS BEEN PROPERLY ADDRESSED ))). You want me to adjust & accept your offer but you won't comment, or accept responsibility for 2 employees who are the worst example of how to treat a customer,  ironic there in retention department.  I'm assuming that is under the form of threat of etf.  No employee should lie to customers,  suggest they use a ladder to get up on the roof to retrieve viasats property, CAN YOU SAY LIABILITY LAW SUIT! Oh then tell customers that viasat isn't liable for any getting down there property. I'm sorry cox never asked me to climb a pole, why oh liability. The cursing in the background of the retention office. One is forgot to mention the customer service number I was given when I originally ordered was incorrect because I ordered through a wholesale apparently,  now I don't know if that has an effect on this or not. But from a customer point of view, this is one of the worst experiences I've ever had. Ask to climb a ladder , inform the person I'm disabled in a wheelchair & without skipping a beat the person asks me to send my child up the ladder. ARE SERIOUSLY KIDDING ME ABOUT THIS? WHY HAVE YOU NOT ADDRESSED THIS? WHY ARE NOT WEARING YOURSELF OUT APOLOGIZING? THIS IS SO UNBELIEVABLE THAT A COMPANY WOULD SUGGEST THIS. AND TO FIND OUT ITS A COMMON PRACTICE. ALL YOU WANT IS YOUR 2 PRODUCTS & THE MONEY. I WANT YOU TO SHOW THAT YOU ACTUALLY GIVE A [redacted] ABOUT YOUR CUSTOMERS. Truthfully I don't want to give viasat a dime for anything since I have been lied to more than once, the other was I supposedly used 300 gigs of data in ten days. If I was slowed at 30, down to 3-5mb how could I have used that much? We're is the proof. Of course only [redacted] could see it. But later I was told it was only 100 gig. You want from me, but I've wronged by viasat on so many levels & your not giving up on much. And I know anyone in my situation would be just as upset & feel that they should be compensated for the mistreatment & the misinformation from the customer service representative.  Including the lies from the so called retention department.  I'm going to ask you the reader to listen to all the audio of my calls. If you do I think you'll understand my position far better & see more of what I'm trying to explain.  If you do, you can put down a few items that will prove you listened to them. From this point, I'll be posting on social media,  yelp & etc & any other I can find should this continue to go strictly business & money oriented without customers in mind.
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted] response to ViaSat’s attention. As stated in the previous response ViaSat has not received the proper documentation from both accounts that Ms. [redacted] is claiming are being deducted. ViaSat will need a rolling 30 day bank statement from both accounts in order to research this issue any further. At this time ViaSat does not have the correct information to move forward and shows no double billing on our end. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:Apparently there is some clarification needed:1) Let start by clarifying that the plan I am is not a $49.99 plan, the plan is called Exede12 - 25GB and the cost is 129.992) Who is Mr. [redacted]s?3) Before we start talking about educating anyone you should get your information together about items # 1 and # 2 above, then try to find a way to help an almost 10 year customer. I do not need to be educated by ViaSat customer service, my mom and dad did that a long time already.4) I know how to read in English and I have read the contract. The issue is not the contract, the issue is their claim that I used that amount of data and they cannot prove it to me or to any other costumer that have the same complaint.5) Perception is reality. The perception I am getting is that ViaSat “meter” do not have accurate information and customers are not been provided with any information to corroborate that. 6) In so many years using this internet service now suddenly my data usage went up. I am not satisfied with their answer.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Viasat offers nothing but an excuse,  Poor download speeds are occurring almost any time, 24x7.Opening the Revdex.com email that I am replying to, took over 7 minutes, this is unacceptable service.  Viasat customer service suggested buying the premium plan at 150 month to resolve the issue.  If that is the case, then the issue is Viasat not providing the service contracted for at the price agreed on.  It appears that the only recourse in this mater is to pursue legal action seeking protection under the Texas Deceptive Trade Practices Consumer Protection Act (DTPA)
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that if the money is refunded by December 25, 2017 I will be satisfied.
Sincerely,
[redacted]

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 for bringing Mr. [redacted] complaint to our attention.Our records show Mr. [redacted] purchased Viasat’s Liberty 10 service plan through an authorized Viasat Dealer.  All Viasat dealers are contractually required to make customers aware of the following points at the time of sale. We...

apologize if these points were not communicated to Mr. [redacted] at the point of sale.Each customer has access to Viasat’s Customer Agreement at exede.com/legal.  New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installation. The Customer Agreement is electronically signed by customers during the service installation process.  An account cannot be established without the customer’s electronic signature.  Our records show Mr. [redacted] electronic signature on the Customer Agreement dated April 11, 2016.  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.Our records indicate that Mr. [redacted] contacted Viasat multiple times on April 12, 2016, in order to request disconnection of his newly installed services. Mr. [redacted] stated that he wasn’t supposed to receive Viasat services and was under the impression the technician that came to install the services was with [redacted]V. Mr. [redacted] was advised per disconnection disclosures of his early termination fees, but chose not to disconnect that day so that he could speak with a supervisory Viasat representative regarding his early termination fees.  On April 13, 2016, Mr. [redacted] contacted Viasat and requested the disconnection of his services and a waiver for his early termination fees. He stated that the Viasat authorized technician had misrepresented who he worked for. Mr. [redacted] disconnection was processed the same day. No waiver was requested for Mr. [redacted]. We apologize for any inconvenience this may have caused Mr. [redacted]. Viasat has not received contact from Mr. [redacted] since that day. On May 12, 2016, Mr. [redacted] account was billed $567.47, $344.52 for early termination fees and $222.95 for his first month’s past due balance. Since Mr. [redacted] had requested a stop date of his payment method, no charge was attempted, thus leaving the past due balance on Mr. [redacted] account. On May 31, 2016, that balance was written off to Viasat’s collections agencies. We apologize for any inconvenience Mr. [redacted] may have experienced during this time. In resolution to this complaint, Mr. [redacted] account was fully removed from collections on February 21, 2017.  Viasat did not report Mr. [redacted] account to any credit agencies. If Mr. [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care at 1-855-463-9333.Thank you for the opportunity to respond.

Initial Business Response /* (1000, 12, 2015/12/28) */
Thank you for brining Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Our records show Ms. [redacted] transferred her ViaSat account to her new residence which...

would require new equipment to be installed. Customers are responsible for returning ViaSat's modem and transceiver after account disconnection or they will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. Ms. [redacted] was charged an unreturned equipment fee of $324.00 per the Customer Agreement for the equipment left at her prior residence.
At the time of disconnection, all customers are required to only return their ViaSat modem and transceiver, per the Customer Agreement available for viewing at exede.com/legal. Outside of the modem and transceiver, the customer owns all other equipment and is responsible for its removal.
We apologize for any confusion surrounding the return of ViaSat's leased transceiver. In order to bring this complaint to a resolution, ViaSat has issued a refund for the $324.00 to be issued back to Ms. [redacted]'s payment method on file. She should receive this refund within three to five business days. If Ms. [redacted] does still have the leased modem, we request that she return this to ViaSat with the prepaid leased labels previously provided.
If Ms. [redacted] has any questions or concerns she can call our 24-hour customer service line at XXX-XXX-XXXX. Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 14, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I feel that the corporate office has resolved the issue and I very satisfied with their efforts to resolve the issue. Thank you to the Revdex.com and also thank you to Viasat for addressing the issue. I am satisfied with their response and pleased to continue transacting business with their company.

Initial Business Response /* (1000, 5, 2015/10/21) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
ViaSat's Customer Agreement is available for public viewing at exede.com/legal. Customers also...

have the opportunity to ask further questions at the point of sale. The Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer's electronic signature. Our records show Mr. [redacted]'s electronic signature on the Customer Agreement dated October 18, 2015. We apologize for any misunderstanding regarding the electronic signature process.
Mr. [redacted] has never made contact with ViaSat's customer service department to advise of any issues regarding his services. It is unclear as to what Mr. [redacted]'s issue is with his services. Mr. [redacted] is currently receiving ViaSat's Exede 10GB service plan at $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides a 10GB monthly data allowance, download speeds up to 12 Mbps, and upload speeds up to 3 Mbps
If Mr. [redacted] has any further questions, he may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX. ViaSat's representatives are available via telephone 24 hours a day, 7 days a week. Hold times vary depending on call volume.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/10/14) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
Pursuant to the Customer Agreement, signed by Mr. [redacted] on November 13, 2013 and available at...

exede.com/legal, ViaSat's subscribers are responsible for returning ViaSat's modem and transceiver within 30 days after their disconnection. Failure to return this equipment within the allotted timeframe will result in an unreturned equipment fee of $300.00, not including taxes. A prepaid UPS box and illustrated instructions, supplied by ViaSat, is delivered to a customer's home within a week after their disconnection for the return of the equipment.
Our records show Mr. [redacted] contacted ViaSat on June 23, 2015 with questions about disconnecting his account because he would be moving soon. During this conversation, the ViaSat representative advised Mr. [redacted] that if he disconnected his account, he would be responsible for returning ViaSat's modem and transceiver within 30 days and that he would be charged an early termination fee of approximately $75.00. Mr. [redacted] advised that he would call back to disconnect.
ViaSat received another call from Mr. [redacted] on July 16, 2015 because he'd been charged $60.78 when he hadn't had service. Mr. [redacted] advised that he believed his account had been disconnected even though he said he would call back. At this time, the ViaSat representative advised Mr. [redacted] that his account was still active and processed the disconnection for him, per his request. When Mr. [redacted] asked for a refund of the $60.78, he was advised that ViaSat did not refund for prepaid services and that ViaSat had not been informed of any service issues he'd experienced prior to this interaction. Per his request, the ViaSat representative escalated a request for the equipment return kit to be sent to the following address:
[redacted] E [redacted] XXXXX
Our records show ViaSat alerted UPS of the address change on July 17, 2015. Review of the tracking number (no. 1Z6ERXXXXXXXXXXXXX) shows that UPS attempted to deliver to Mr. [redacted]'s home, but there was an issue with his apartment number. UPS attempted to contact Mr. [redacted] to update the address in their systems, but there was no response. The UPS box was returned to sender on August 5, 2015.
The Customer Agreement 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.
On August 16, 2015, ViaSat collected a payment of $43.55 for Mr. [redacted]'s early termination fees. ViaSat was advised on August 19, 2015 that Mr. [redacted]'s equipment had not been returned; subsequently, on September 16, 2015, ViaSat collected $324.00 in unreturned equipment fees from Mr. [redacted].
Mr. [redacted] contacted ViaSat on September 17, 2015 regarding the charge, at which point he advised that he had never received the box to return the equipment. The ViaSat representative requested a second box be delivered to the above-mentioned address. The request was placed to UPS on September 21, 2015. Once again, issues with Mr. [redacted]'s apartment number prevented UPS from delivering the shipment, and the box was returned to sender on October 9, 2015. This was explained to Mr. [redacted] during a conversation with a ViaSat representative on October 13, 2015.
As UPS has been unable to deliver the equipment return kit to Mr. [redacted]'s home, it is recommended that he provide an alternate physical address to which the box can be sent. Mr. [redacted] can provide this address by contacting ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX.
In order to come to a resolution to this complaint, ViaSat will refund Mr. [redacted] for the unreturned equipment fees of $324.00 and the monthly service fee of $60.58 paid on July 16, 2015. This refund has been issued to Mr. [redacted]'s payment method as of October 14, 2015. Mr. [redacted] should be advised that it [redacted] take three to five business days for the amount to be deposited into his account.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My address as listed as, once again, incorrect. I included my apartment number on both occasions. However, the number is failing to be seen here. That being said, I accept the return of the sum offered. If the equipment would still be returned I would like to do so.

Thank you for bringing Mr. [redacted] complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
The Customer Agreement provided to each new subscriber and signed by Mr. [redacted] on June 20, 2014 obligates subscribers to a 24-month Minimum Service...

Term, and if service is canceled prior to the Minimum Service Term, Early Termination Fees will apply.
Mr. [redacted] contacted ViaSat's customer service department on December 12, 2015 to discuss the disconnection of his ViaSat account. During his conversation with ViaSat's representative, Mr. [redacted] was educated on the early termination fees. As Mr. [redacted] was disputing these fees, Mr. [redacted] was advised that a supervisor would make contact with him at a later time to discuss.
On December 13, 2015 Mr. [redacted] contacted ViaSat's customer service department to again discuss the disconnection of his ViaSat account. During his conversation with ViaSat's representative Mr. [redacted] was advised that the early termination fees of approximately $90.00 were valid. Mr. [redacted] disputed these fees as he stated the landlord was unwilling to have the equipment installed at his location; however, Mr. [redacted] did have the option to have the services installed on a pole mount.
As Mr. [redacted] did have the option to have the services installed at his new location on a pole mount, ViaSat is unwilling to waive his early termination fees in full. However, ViaSat agrees to waive half of the early termination fees upon the return of ViaSat's equipment. Mr. [redacted] can call a ViaSat Customer Care Department at 1-855-463-9333 to request the disconnection of his ViaSat account with waive of half the early termination fees and to have ViaSat send another UPS box.
Thank you for the opportunity to respond.