ViaSat, Inc.

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]

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]

Thank you for bringing [redacted] complaint to ViaSat’s attention. We apologize for any issues she may have experienced.   The Customer Agreement signed by [redacted] on December 7, 2015 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.  Additionally, the Customer Agreement authorizes ViaSat to automatically withdraw from [redacted] payment method on file for ViaSat’s services.   Our records show that ViaSat attempted to collect [redacted] monthly bill on May 28, 2016; however, this payment was unsuccessful.  Therefore, on June 8, 2016, ViaSat suspended [redacted] ViaSat account due to nonpayment.   On June 28, 2016, ViaSat charged [redacted] an additional $86.76 in monthly services, bringing her total balance due to $173.53. [redacted] contacted ViaSat the same day regarding the suspension of her ViaSat account until June 28, 2016, at which time she made a one-time payment of $86.76 and updated her payment method. ViaSat collected a second payment of $86.77 from [redacted] on June 30, 2016, bringing her account balance to zero.   On June 30, 2016, ViaSat received a call from [redacted] for the second payment of $86.77. During her conversation with the ViaSat representative, [redacted] was advised that at the time of her June 28, 2016 payment, she’d had a past due balance of $173.53 for the May and June monthly bills.   [redacted] informed the representative that she did not believe she owed the additional payment of $86.77 as her account had been suspended when the June 28, 2016 monthly service fee had billed.   In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat agreed to refund [redacted] the charge of $86.77 collected on June 30, 2016. This refund was submitted on July 14, 2016, and should be received by her within three to five business days. However, on July 18, 2016 ViaSat received a chargeback from [redacted] bank leaving an outstanding balance of $86.77 due to the duplicate refunds she received.   Due to this, [redacted] may contact ViaSat’s 24-Hour Customer Service department at 1-855-463-9333 and make a onetime payment.    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 if the money is refunded by December 25, 2017 I will be satisfied.
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted] complaint to our attention.   The Customer Agreement provided to each new customer, and signed by Mr. [redacted] on January 24, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early...

termination fees will apply if service is canceled prior to the expiration of the minimum service term.  Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.   Mr. [redacted]‘s Liberty service plan provides 12GB’s of monthly Priority Data allowance for use at regular speeds of up to 12 Mbps download and 3Mbps uploads.  Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to 1 to 5 Mbps when the network is not busy until their monthly Priority Data allowance resets.  When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet.  Customers are told this information at the time of sale and it is incorporated into the Customer Agreement.   Our records show that Mr. [redacted] contacted Viasat on December 25, 2018 stating that he was unable to use his services due to going over his data allowance. Mr. [redacted] asked when his contract expired, and the Viasat representative advised Mr. [redacted] that his contract expires on September 20, 2018 and that if he decides to disconnect his service his early termination fees would be approximately $135.00. Mr. [redacted] chose at that time not to disconnect his services, but stated that he might in the future.   Mr. [redacted] contactedViasat a second time on December 25, 2018 and requested to transition his package from the Liberty 10 GB plan to the Liberty 12 GB with Free Zone add-on to provide him with more data. After the package transition, Mr. [redacted] stated that he was still experiencing slow speeds. The Viasat representative advised Mr. [redacted] to powercycle his modem and if his speeds were still slow after that, he would need to contact Viasat’s Technical Support team during regular business hours.   No further contact was received from Mr. [redacted] until he contacted Viasat on March 20, 2018 requesting to disconnect his Viasat services. Mr. [redacted] requested a copy of his contract as well; the Viasat representative advised Mr. [redacted] that because his account was still currently active, they would not be able to send him a copy of his contract as he had access to the contract on his customer portal. The Viasat representative read Mr. [redacted] disconnection disclosures including information about early termination fees, and successfully processed the disconnection of service. As of March 23, 2018, that request has not been completed. We apologize for any inconvenience this may have caused Mr. [redacted]. As a resolution to this complaint, Viasat has agreed to waive Mr. [redacted] early termination fees and will have a refund check for $20.74 sent to Mr. [redacted] address on file. If Mr. [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.   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.

Thank you for bringing 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] purchased ViaSat’s WildBlue Value service plan on April 22, 2010. The data usage on ViaSat’s WildBlue service plans are...

measured over a rolling 30 day period, meaning that full service is restored to customers when their data usage from the prior 30 days falls below 70% for both their download and upload usage thresholds.  Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale.  Our Data Allowance Policy is addressed on the first page of the Customer Agreement and it is also available at [redacted].  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.  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.  Programs that are running in the background, the router, and day-to-day activity can also affect speeds. 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. Currently, Ms. [redacted] has used 7.521 GB of her download usage and 0.143 GB of her upload usage. On November 2, 2016, Ms. [redacted] was offered to upgrade her services to a plan that would better suit her needs; however, she declined this offer. We apologize for any frustration Ms. [redacted] may have experienced. Should Ms. [redacted] need further assistance, please have her contact ViaSat’s 24-hour Customer Service at ###-###-####. 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. I will agree to the initial $99 installation fee since the early termination fee is waived in its entirety. I will also return the specified equipment to the business.
Sincerely,
[redacted]

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, 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.

Complaint: [redacted]
I am rejecting this response because there was no miscommunication. I was not told this was a promo at any time.  I was not given a signed receipt, nor could Viasat provide me with one, nor the name of the company or  person or persons who were here. I would not have accepted the offer. I would have kept what I had. As I explained, I wanted to stream TV. I had called several times before my last call on April 26.  And yes, the representative did offer me to change my plan and I did initially agree and changed my mind and wanted to speak to a supervisor and was told that they would not speak to me and I insisted and was probably just put on hold. My plan was indeed changed without my explicit permission. When I said "No, I changed my mind" that meant NO! My phone records indicate the total time on the call was 37 minutes. Aren't these calls recorded? Did anyone listen?
Sincerely,
Ann Rodriguez

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]

Complaint: [redacted]
I am rejecting this response because:I think the resolution agreed by Viasat does not meet my expectations. I still do not understand why a customer with a new and unknown service, does not have a minimum period of time to decide whether to stay with a service or to give up freely without such a high cost. I was never informed at the time of the sale the minimum commitment of Service for 24 months, nor of the rates of early cancellation, everything was said to me at the moment of requesting the cancellation. I tried to improve the service and the solution was to go to the Free Zone schedule from 12 at night to 5 in the morning. Impossible solution for normal people who study and work throughout the day like my family and me. An Internet company that provides an excellent service and knows, does not have any problem for their customers to try their product because they know that they will stay with the service, but a company that does not guarantee the best and knows that the customer is going to have complaints, can not give any trial period, would be absurd, the company would not exist, would go bankrupt, so go to the drastic measure of all or nothing with no time to try and decide. I insist that this is a great abuse on the part of Viasat because the safe dissatisfaction with the service would have a high cost, either monetary, or the maintenance of a service that does not satisfy the customer for 24 long months (2 years).
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The complaint was not about the amount of money, As I wrote. The complaint was about the lack of information, and no final document, closing the account.  I wish that the respondent had read my complaint.
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. We received the return boxes yesterday and will be shipping everything back today. 
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted]’s rebuttal to our attention.
The Lease Addendum of the Customer Agreement, signed by Ms. [redacted] on May 30, 2014, states, “If ViaSat does not receive the modem and transceiver within 30 days after the termination of your Internet Service or if the modem and/or transceiver are damaged when they are returned to ViaSat, you agree to pay ViaSat the sum of $150 for each unreturned or damaged modem and $150 for each unreturned or damaged transceiver.”
Customers are advised that they will need to return the modem and transceiver when they choose to disconnect their service. Our records show Ms. [redacted] was accurately advised of this when she called to terminate service on February 24, 2016.
The Lease Addendum also advises that customers may make arrangements with ViaSat to de-install the modem and transceiver at the standard service call rate of $95.00. Ms. [redacted] was informed of this when she called about the collections balance on April 28, 2016.
Due to an error, the UPS box with free return shipping label was not delivered to Ms. [redacted] until March 31, 2016. Because she had not returned the modem and transceiver within the aforementioned 30 day timeframe, and because ViaSat does not provide extensions for the return of the equipment, her account was automatically charged $316.50 in unreturned equipment fees on April 1, 2016; however, the payment failed.
On April 18, 2016, Ms. [redacted]’s account was sent to outside collections for the balance due of $316.50. At this time, ViaSat still had not received either Ms. [redacted]’s modem or transceiver.
ViaSat’s modem was returned on April 30, 2016. In response to this information and to Ms. [redacted]’s initial Revdex.com complaint, ViaSat waived $158.25 from the collections balance on May 2, 2016.
Once again, as Ms. [redacted] has failed to return ViaSat’s transceiver, we do not agree to waive the remaining balance due of $158.25 from collections. If Ms. [redacted] requires a service call for assistance in removing the transceiver, it will be associated with a $95.00 charge and she will need to be present for the service call. Ms. [redacted] will also be responsible for returning the transceiver on her own; ViaSat can send her another UPS box for the return of this piece. She may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### to order the service call and request a third UPS box with free return shipping label.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: The main reason for this is that we moved with no cost that is correct in their way , BUT the cost for US actually is way higher with the 24 Month Contract = almost $2000 , which is outragious,Yes I can cancel and pay the early termination fee, but we actually did not want to cancel, we just wanted to MOVE and finish our obligations we had with Exede.  Like I said in my previous message is we want to finish our old agreement we had, we felt we are forced to agree to sign the new contract because if we did NOT we had to pay a early termination fee. So we chose for the first option.  as I don't agree with both, because both options are unfair because both options you run in a closed door. So I expect a solution as explained in my first message which is fair and stated below. 1. finish our previous agreement.2. waive the early termination fees from our previous contract. I know you can because Exede broke our previous contract with no trouble.The contract we agreed to was bond to a person, not the adress unless Exede can explain to me why I had to sign a new contract and terminated the contract we both agreed to previously.
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted]’ complaint to our attention.The Customer Agreement signed by Ms. [redacted] on January 19, 2015 states that monthly service and lease fees are payable in advance.  Customers are also made aware of this at the time of the sale.  On December 20, 2017,...

Ms. [redacted]’s Viasat bill generated and was paid in the amount of $60.59. On December 29, 2017, Ms. [redacted] contacted Viasat in order to request a disconnection of her services as she had moved her services to another company. Ms. [redacted] was read disconnection disclosures, one of which reads the following:“Viasat may charge your payment method on file for any unpaid charges incurred during your current monthly billing cycle. Viasat will not provide a pro-rated refund for any prepaid fees regardless of when your service is terminated.”Ms. [redacted] elected to proceed with the disconnection, and requested a supervisory Viasat representative in regards to her refund. No supervisors were available at the time, and the Viasat representative assisting Ms. [redacted] offered a supervisor callback, which Ms. [redacted] accepted.On January 4, 2018, Viasat contacted Ms. [redacted] and correctly advised that the charges that had occurred were valid charges and that Viasat does not provided prorated refunds. As a gesture of goodwill for the amount of time Ms. [redacted] has been with Viasat, Viasat has provided Ms. [redacted] with a prorated refund for her services in the amount of $43.28. This has been processed as of February 1, 2018, and Ms. [redacted] should see the funds returned to her in the next three to five business days. If Ms. [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our attention.Our records show Mr. [redacted] is currently receiving Viasat’s Unlimited Data Gold 50 service plan at $150 a month, plus Viasat’s EasyCare program at $5.99 monthly, applicable taxes and a $9.99 monthly equipment lease fee....

The Unlimited Data Gold 50 service plan provides unlimited data usage at regular speeds up to 50 Mbps. The service is optimized for streaming at HD quality or 720p.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 100 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 100 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.The Customer Agreement provided to each new customer, and signed by Mr. [redacted] on March 23, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.  Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.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.On March 25, 2018, two days after Mr. [redacted] installation, Viasat received contact that Mr. [redacted] was receiving slow speeds with his Viasat service plan, and would like to disconnect his service. A Viasat representative offered to troubleshoot Mr. [redacted] service for any problems and also offered Mr. [redacted] a $10 recurring credit for 12 months. Ms. [redacted] declined both offers and requested to process his disconnection for April 20, 2018. The request was successfully submitted.In light of this complaint, Viasat has reviewed Mr. [redacted] service for any issues, and determined that there may be an issue with his system. Viasat would like to offer Mr. [redacted] a free service call for a technician to inspect his equipment for default. Viasat requests that Mr. [redacted] does not disconnect his service until Viasat has had the opportunity to resolve any issues. At this time, Viasat does not agree to waive Mr. [redacted] early termination fees. In an offer of good faith, Viasat will place a one-time credit of $50 onto Mr. [redacted] account for the service issues that he has been experiencing. To schedule the free service call, or if he has any further questions or concerns, Mr. [redacted] may contact Viasat’s 24-hour Customer Care at 1-855-463-9333.  Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: I'm talking about the deposit I gave them of $60.92, that they took twice and only refunded 1. Waiting on bank statement. I already talked to them in which how ik it was taken twice. So where's my 11st deposit if 1 was paid back?
Sincerely,
[redacted]