ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any frustration and confusion this situation [redacted] have caused.
On July 30, 2015 ViaSat received a call from Mr. [redacted] requesting the disconnection of his...

ViaSat account. During his conversation with ViaSat's customer service representative, Mr. [redacted] was advised that he was responsible for returning his leased ViaSat modem and transceiver within 30 days of disconnection, or he was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. . A UPS box with a pre-paid return shipping label was delivered to Mr. [redacted]'s home address on August 4, 2015, and included illustrated instructions on what equipment he needed to return. Per UPS tracking number 1Z6ERXXXXXXXXXXXXX, this shipment was left on Mr. [redacted]'s front door.
ViaSat will send a new shipment to his location 308 Summers Drive [redacted], VA XXXXX as Mr. [redacted] states he did not receive the initial shipment. Mr. [redacted] should be on the lookout for this shipment within the next 10 business days. ViaSat will ensure that Mr. [redacted] is not charged for failure to return the leased equipment before the new shipment is received. Once received, Mr. [redacted] should return the leased equipment at their earliest convenience. ViaSat understands Mr. [redacted] does not have access to the location where the equipment is installed; therefore, Mr. [redacted] return the leased modem only.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Mr. [redacted] complaint to our attention. We apologize for any frustration he may have experienced with ViaSat. At the time of sale customers are informed speeds are not guaranteed and may vary. This is also addressed in the Customer Agreement, signed by Mr. [redacted] on...

February 2, 2015 and available at exede.com/legal. 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. Mr. [redacted] is currently receiving ViaSat’s Exede Evolution 20GB plan at $69.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This package offers download speeds up to 12 Mbps and upload speeds up to 3 Mbps, unlimited access to web pages and email, and 20GB for all other online traffic. At the time Mr. [redacted] ordered service, this service plan came with a six-month promotion for ViaSat’s Freedom (150GB) plan. After the first six months, the plan reverted to the advertised Evolution 20GB plan.Our records show Mr. [redacted] contacted ViaSat on December 22, 2015 to disconnect his account. During this conversation, Mr. [redacted] advised the ViaSat representative that he believed there was a line of sight issue impacting his service. At this time, the ViaSat representative offered Mr. [redacted] a free service call and a credit of $69.99 if he would retain service. Mr. [redacted] accepted this offer, and a service call was scheduled for the morning of January 4, 2016. On January 3, 2016, Mr. [redacted] called ViaSat to reschedule his service call appointment. The service call was completed on January 7, 2016 with the technician reconnecting a cable that Mr. [redacted] had disconnected. Further review of Mr. [redacted] account shows that he exceeded his 20GB monthly data allowance on December 16, 2015 and had subsequently been slowed, pursuant to ViaSat’s Data Allowance Policy. Customers are made aware of the Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement. 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 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. ViaSat informs customers via email when they’ve reached 70% of their monthly data allowance, and again when they’ve reached 100% of their usage. Our records show emails would have been sent to Mr. [redacted] at [redacted].[redacted] Our records indicate Mr. [redacted] usage during his December 4, 2015-January 4, 2016 billing period went towards media (e.g., Netflix, DirecTV OnDemand, Spotify), marketplaces (e.g., eReaders, iTunes App Store), web browsing, communications (e.g., instant messaging, audio or video chat), social networking, file sharing (e.g., BitTorrent, P2P), and storage (e.g., cloud storage, online backup). Mr. [redacted] usage resets on the 4th of each month. Since December 22, 2015, ViaSat has not been made aware of any further issues Mr. [redacted] may have experienced with his service. If he chooses to disconnect his account, ViaSat does not agree to waive his early termination fees. Thank you for the opportunity to respond.Sincerely,ViaSat Satellite ServicesConsumer Affairs Department

Thank you for bringing Ms. [redacted] response to ViaSat’s attention. We apologize that there are ongoing issues with the billing and chargebacks to the account. As stated in the previous response ViaSat received a chargeback from her bank in the amount of $321.18 on 10/16/2015 for the charge that ViaSat took on 8/13/2015. ViaSat again received the chargeback on 10/24/2015 for the charge on 8/13/2015. These chargebacks would have been a result of Ms. [redacted] disputing these charges with her bank. In the meantime ViaSat issued a check in the amount of $321.18 which Ms. [redacted] received and cashed. When ViaSat received the chargeback from the bank it went to the account as a charge which makes it a valid charge and this will remain on the account and in collections until paid. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing [redacted]’s complaint to our attention.
Customers have the ability to move their [redacted] service from one location to another at no charge. By electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and...

sign a new Customer Agreement. [redacted] cancels the Customer Agreement on the customer’s original account and waives any applicable early termination fees; however, if the customer cancels the move order, the early termination fees are reapplied to their original account.
Our records show [redacted] called [redacted] on July 10, 2017 to move his service to a new address, at which time his request was processed. [redacted] called to disconnect his original account on July 11, 2017, at which time a request for his early termination fees to be waived based on his move order was escalated. The early termination fees were waived on July 12, 2017.
[redacted]’s technician went out to [redacted]’s new home to install the equipment on July 12, 2017. At this time, [redacted] and the technician were unable to agree upon the placement of the dish. The move order was cancelled on July 13, 2017.
As [redacted] did not move forward with moving his service to his new location, [redacted] reapplied the early termination fees to his account. Subsequently, on August 16, 2017, [redacted] was charged $266.61 in early termination fees. This payment failed. [redacted] received a call from [redacted] the same day, at which time he was informed a ticket would be escalated regarding the charge. Unfortunately, the [redacted] representative did not escalate this request properly. We apologize for any frustration [redacted] may have experienced.
On August 29, 2017, the account was sent to outside collections for further action on the balance due. [redacted] called regarding the collections balance on October 18, 2017, at which time he was informed that the early termination fees had been reapplied because his service had not been moved to his new location.
As [redacted] did not allow [redacted] to move his service to his new location, [redacted] does not agree to waive the early termination fees of $266.61
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. We apologize for any frustration Mr. [redacted] might have experienced while attempting to call into ViaSat’s Customer Service Department. ViaSat recently...

upgraded our phone system and due to a system error some calls were being routed incorrectly. On October 11, 2016, ViaSat was able to successfully resolve this error and Mr. [redacted] should be able to call ViaSat will no further issues. On September 24, 2016, ViaSat received a call from Mr. [redacted] regarding his usage. During this conversation, the ViaSat representative provided Mr. [redacted] with the website to review his usage. ViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service plan. ViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at [redacted]. Regarding the data usage Mr. [redacted] sees on his usage meter, the monthly data 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 data usage. This is disclosed in text to all customers immediately below the data usage meter on [redacted]. The ViaSat modem needs to be online to have the monthly usage meter reset. Currently, Mr. [redacted] has consumed 21 GB of his 30 GB plan. Mr. [redacted]’s usage will reset on October 20, 2016. If Mr. [redacted] would like further assistance with his services, he may contact ViaSat’s 24-hour Customer Service Department at ###-###-####. Thank you for the opportunity to respond.

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

Complaint: [redacted]
I am rejecting this response because: As of today, December 27, 2016, I still have not received my refund.  The dates they provided and saying it was only 11 days are incorrect.  I have been attempting to get my refund since November 29, 2016.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/10) */
Thank you for bringing Ms. [redacted] complaint to our attention. We apologize for any frustration she may have experienced regarding the return of ViaSat's equipment.
The Customer Agreement, signed by the account holder, [redacted], on...

January 31, 2013 and available at exede.com/legal, states that customers are responsible for returning ViaSat's modem and transceiver within 30 days after their disconnection. Failure to do so will result in an unreturned equipment fee of $300.00, not including taxes. Customers are reminded of this when they terminate their service. ViaSat supplies customers with a UPS box, free return shipping label, and illustrated instructions within a week after their disconnection for the return of the equipment, to be delivered to the preferred address of the customer.
Ms. [redacted] contacted ViaSat on March 16, 2015 to disconnect the account. Our review of the disconnection call shows that, during this conversation, Ms. [redacted] was advised that she would need to return ViaSat's modem, power cable, and transceiver within 30 days of her disconnection. At this time, Ms. [redacted] requested that ViaSat send the box to her new home address: [redacted], ID [redacted]. Our records show the UPS box with free return shipping label was delivered to Ms. [redacted] new address on March 23, 2015.
Ms. [redacted] contacted ViaSat on March 23, 2015 claiming that she had not been advised that the transceiver needed to be returned. At this time, the ViaSat representative advised her that if she could return the modem, they would waive the fee for the transceiver. Ms. [redacted] accepted this compromise, and a credit for $150.00 was placed onto Ms. [redacted] account for the future unreturned transceiver charge. Unfortunately, due to an error, this credit was cancelled.
On April 11, 2015, ViaSat received notice that Ms. [redacted] had returned her modem. ViaSat received a second notification on April 17, 2015 advising that her transceiver had not been returned. Subsequently, and pursuant to ViaSat's Customer Agreement, ViaSat charged Ms. [redacted] $150.00 in unreturned equipment fees on May 16, 2015.
Ms. [redacted] contacted ViaSat on May 23, 2015 regarding the charge, at which time a refund request for the amount was escalated. On May 25, 2015, this refund request was rejected as the charge for the unreturned transceiver was considered valid.
ViaSat received a call from Ms. [redacted] regarding her refund request on June 8, 2015. During this conversation, Ms. [redacted] was advised that the request had been rejected and, per her request, her payment method was removed from ViaSat's systems.
In order to come to a resolution regarding this situation, ViaSat will issue a refund for the charge of $150.00 to Ms. [redacted]. As Ms. [redacted] had her payment method removed on June 8, 2015, however, this refund will be issued via check to her above-mentioned address. This request has been escalated as of today. Ms. [redacted] should be advised that it can sometimes take 4-6 business weeks for a refund check to be received.
We apologize for any frustration Ms. [redacted] may have experienced. Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing [redacted]’ complaint to our attention.
Our records show ViaSat charged. [redacted] $71.99 in monthly service fees on August 8, 2017, but the payment failed. On August 18, 2017, her account was suspended for nonpayment of service; however, a successful payment was...

collected for the amount on September 8, 2017 and the account was resumed on September 11, 2017.
On October 8, 2017, ViaSat collected a payment of $124.72 from [redacted] for her monthly service fees. This amount also included prorated fees based upon when [redacted]’ account was resumed from suspension for nonpayment.
ViaSat received contact from [redacted] on October 11, 2017 regarding a charge of $80.11 that had caused her to go into overdraft at her bank. At this time, she was correctly advised that no such payment was showing on her account; however, as [redacted] stated that the charge was showing on her bank statement, the ViaSat representative escalated a request for her to be reimbursed for nonsufficient fees in the amount of $70.00. This request was denied on October 16, 2017 as documentation was needed showing that ViaSat had caused her to go into overdraft. [redacted] was informed of this on October 17, 2017, at which time she was provided with ViaSat’s fax number.
[redacted] called numerous times regarding her [redacted] reimbursement between October 22, 2017 and October 30, 2017. On October 22, 2017, she was incorrectly informed that her refund would be processed in four days; however, as there was no refund request created, no refund was reviewed or processed. On October 29, 2017, she was correctly advised that the processing time for refunds was 7 to 14 business days. Per her request, her call was transferred to a supervisor for further assistance. During her conversation with the ViaSat supervisor, it was recommended that [redacted] call back into ViaSat during regular business hours so she could speak to ViaSat’s Corporate Resolution Team and it could be determine if her fax had been received.
A new reimbursement request was opened on October 30, 2017 during a conversation [redacted] had with a ViaSat supervisor. At this time, [redacted] requested the disconnection of her account. The ViaSat supervisor offered [redacted] a retention offer of $20.00 off her bill per month for 6 months, but she declined the offer. The ViaSat supervisor informed [redacted] of all disconnection disclosures, including the early termination fees, and processed her disconnection request. Per [redacted]’ request, the ViaSat supervisor also moved forward with having [redacted]’ payment method removed from her ViaSat account. This was successfully processed on November 1, 2017.
On October 31, 2017, a member of ViaSat’s Corporate Resolution Team reviewed [redacted]’ faxed bank statements, and determined that she had been charged $80.11 by ViaSat; however, the payment was not listed on her account and a second account for [redacted]’ could not be located. The CRT representative attempted to reach out to [redacted] to discuss the matter with her and to inform her that she would need to issue a dispute with her financial institution, but [redacted] was unavailable and a message was left. The CRT representative attempted a second call on November 1, 2017, but there was no answer and no opportunity to leave a message.
[redacted] contacted ViaSat via online chat on November 1, 2017 regarding her refund. At this time, she was informed that her request had been closed, and that she should call in to speak with a CRT representative. Later the same day, [redacted] called ViaSat regarding the charge of $80.11, at which time it was recommended that she file a dispute with her bank. Per her request, another refund request was escalated. As the payment of $80.11 was not showing on [redacted]’ account, the request was denied on November 6, 2017.
ViaSat has located the account on which the charge of $80.11 occurred; however, as of November 20, 2017, the payment method has been removed. Therefore, ViaSat is unable to issue a refund for the amount. We recommend that a chargeback for the amount be issued through [redacted]’ bank. As of November 20, 2017, ViaSat has no record of receiving a previous dispute for the amount from [redacted]’ bank.
Regarding reimbursement for her overdraft fees, [redacted] will need to send in a copy of her rolling 30-day bank statement showing that ViaSat’s charges caused her to go into overdraft. This bank statement should include her balance before the ViaSat charges, the ViaSat charges, and the subsequent overdraft fees. This documentation may be faxed to ViaSat at 720-228-2219 or emailed to [email protected] in reference to ticket no. [redacted].
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] 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 and available at [redacted]. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. ViaSat is the name of our company and we sell Exede services and the plan name is the Liberty 10. We are all one in the same. ViaSat understands that the services were not meeting Ms. [redacted] needs or expectations so in order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account. Ms. [redacted] will receive the prepaid shipping label and box courtesy of [redacted] to return two pieces of equipment. Failure to return the two pieces of equipment will result in $150.00 charge for each non-returned piece. ViaSat does not remove the satellite dish from the home. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any issue he may have experienced with ViaSat’s services. At the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage,...

as well as based on the service plans available in the area. Customers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their area. Customers are also made aware of ViaSat’s 24-month minimum service term commitment, early termination fees, and equipment lease requirements. Each of these points is also addressed in the Customer Agreement signed by Mr. [redacted] on March 5, 2016 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. Mr. [redacted] was receiving ViaSat’s Liberty 18GB service plan at $99.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. Liberty plans provide customers with a monthly Priority Data allowance with download speeds up to 12 Mbps and upload speeds up to 3 Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-5 Mbps once they have exceeded their monthly Priority Data. On March 7, 2016 Mr. [redacted] contacted ViaSat’s customer service department to discuss the latency in his services. During this conversation, Mr. [redacted] was advised that his services were being impacted by network congestion in his area, and a speed test was performed. The speed test determined that Mr. [redacted] download speeds were within advertised range, even with congestion in his area. Mr. [redacted] contacted ViaSat once again on March 9, 2016 to discuss his latency concerns. The ViaSat representative guided Mr. [redacted] through troubleshooting and ran a speed test, at which time it was determined that Mr. [redacted] was receiving 18 Mbps for his download speeds and 5 Mbps for his upload speeds, well above the advertised range. However, as there appeared to be an issue with Mr. [redacted] equipment and cabling, he was educated that a service call would be required. Per Mr. [redacted] request, a service call was ordered. On March 13, 2016, a ViaSat technician went to Mr. [redacted] location and replaced the ViaSat transceiver. ViaSat –received a disconnection request from Mr. [redacted] on March 20, 2016, at which time he was reminded of the 24-month minimum service term and applicable early termination fees. Mr. [redacted] disputed the early termination fees and requested to speak with a ViaSat supervisor. During his conversation with the ViaSat supervisor, Mr. [redacted] was once again advised that the early termination fees would be a valid charge. Mr. [redacted] ViaSat account was not disconnected during this conversation and subsequently remained active until he called again on March 22, 2016. In response to this complaint, ViaSat has agreed to waive the early termination fees in full; however, ViaSat does not agree to refund Mr. [redacted] the $99.99 collected on March 5, 2016 for the installation of his services. 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 prepaid 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. We apologize for any misunderstanding or frustration Mr. [redacted] may have experienced. Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’s complaint to our attention.
The Customer Agreement provided to each new customer, signed by Mr. [redacted] 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 show Mr. [redacted] called Viasat on October 31, 2017 because he was unable to connect his television to the internet service. At this time, the Viasat representative guided Mr. [redacted] through troubleshooting, and he was able to connect successfully when he used a second device. It was recommended that Mr. [redacted] seek the assistance of a television service technician.
A second call was received from Mr. [redacted] the same day regarding an issue with his connection, at which time he was guided through troubleshooting once again. The Viasat representative informed Mr. [redacted] that there did not appear to be an issue with his equipment, per the diagnostics from his modem. Mr. [redacted] advised he would call back.
Mr. [redacted] called Viasat on November 1, 2017 to disconnect service, expressing that he felt he had been misinformed at the point of sale. The Viasat representative advised Mr. [redacted] of the disconnection disclosures and processed his request. Per Mr. [redacted]’s request, an internal escalation was created to inquire of the early termination fees could be waived. This waiver request was denied on November 2, 2017.
On December 1, 2017, Viasat collected early termination fees from Mr. [redacted] in the amount of $344.52. Mr. [redacted] was informed that his waiver request had been denied on December 3, 2017, and again on December 5, 2017.
As resolution to this complaint and in consideration of Mr. [redacted]’s short term as a Viasat subscriber, ViaSat has issued a refund of $344.52 to his payment method as of December 6, 2017.
Our review of Mr. [redacted]’s account shows that he has returned Viasat’s modem, but not the transceiver. Mr. [redacted] should be advised that failure to return the transceiver will result in an unreturned equipment fee of $150.00, not including taxes, per the Customer Agreement. If Mr. [redacted] requires another equipment return kit be sent to him, he may request one by contacting Viasat’s 24-hour Customer Service Department at ###-###-####.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.
The Customer Agreement, signed by Ms. [redacted] on August 18, 2012 and available at exede.com/legal, advises that customers are responsible for returning ViaSat’s...

modem and transceiver within 30 days after they terminate service. Failure to return this equipment within the allotted timeframe will result in an unreturned equipment fee of $300.00, not including taxes. Customers are advised of this when they call ViaSat to disconnect. ViaSat supplies customers with a prepaid UPS box and illustrated instructions for the return of the equipment within a week after the disconnection. This box is delivered to either the address on file or a valid mailing address provided by the customer.
Our records show Ms. [redacted] called ViaSat on September 14, 2015 to disconnect her account because she had moved. During this conversation, Ms. [redacted] advised that she would need a technician to take down the transceiver on her behalf because she was no longer at the location. Due to an error, Ms. [redacted]’s service call was not ordered as requested. We apologize for any frustration this may have caused her to experience. Ms. [redacted]’s account was disconnected the same day.
ViaSat charged Ms. [redacted] $320.25 in unreturned equipment fees on October 20, 2015, but the payment failed. Ms. [redacted] called ViaSat about the balance due on October 30, 2015. During this conversation, she advised that she had never received the prepaid UPS box, and that she would be unable to return the transceiver because she had moved. Ms. [redacted] was advised that the charge for the unreturned transceiver would be waived, but the balance due for the modem would remain until the piece was returned. Unfortunately, the representative failed to waive the taxes associated with the unreturned transceiver ($10.12).
On November 2, 2015, Ms. [redacted]’s account was sent to outside collections for the remaining balance due of $170.25 for the unreturned modem and the taxes associated with the unreturned transceiver. ViaSat’s modem was returned on November 12, 2015; subsequently, a total of $160.13 was waived from the collections balance on November 30, 2015.
In order to resolve this complaint, ViaSat will have the remaining $10.12 removed from collections and waived in full. This request has been escalated as of March 10, 2016.
We apologize for any frustration Ms. [redacted] may have experienced. Thank you for the opportunity to respond.

Thank you for bringing [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. ViaSat understands that [redacted] moved and experienced some issues getting the service moved to the new location as there was no installers in that area. In February 2016...

ViaSat placed a sales channel change which means [redacted] account was moved directly to ViaSat so they could send a technician to the new location. This did not happen as [redacted] believed that his account was discontented in January 2016. ViaSat shows no documentation supporting the account being disconnected in January. [redacted] account remained active as of today June 22, 2016. ViaSat has now disconnected the account as of today June 22, 2016 and made sure that the early termination fees were waived and the balance on the account was removed leaving [redacted] a $0 balance. At this time [redacted] will receive a prepaid shipping label and box to send back two pieces of equipment. This equipment must be returned within 20 days of receiving the label and box in order to avoid any future charges to the account. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
The Customer Agreement signed by Mr. [redacted] on April 19, 2015 authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking...

account for automatic payments for any fees, including monthly service fees, equipment lease fees, and early termination fees. The Customer Agreement also 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 Mr. [redacted] called ViaSat on January 20, 2016 to disconnect his account. During this conversation, Mr. [redacted] was reminded of his signed Customer Agreement, early termination fees, and equipment return requirements prior to his request being processed.
On February 20, 2016, ViaSat attempted to collect a payment of $128.79 in early termination fees, but the payment failed. Our review of the payment request shows that it was failed by Mr. [redacted] bank because the credit card number was invalid. On March 14, 2016, this balance was sent to an outside collections agency.
ViaSat received a call from Mr. [redacted] on March 28, 2016 regarding a collections notice he’d received, at which time he was reminded of the early termination fees and advised that the payment for them had failed. During this conversation, Mr. [redacted] was incorrectly advised that he could only make a payment for the balance due through the collections agency. We apologize for any frustration this may have caused him to experience.
As the charge of $28.33 is charged directly by the collections agency and is not collected by ViaSat, however, ViaSat will be unable to reimburse Mr. [redacted] for this amount. ViaSat did not report the delinquent balance to any credit reporting bureaus.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: I would like to receive a refund for any funds taken from my account starting at the install date due to faulty install and having to cancel my service fue to ongoing service issues. Furthermore, your employees did not properly annotate the account about service call, I never cancelled any appointments, the contractors would not honor the appointments I reserved and changed them or said they did not have anyone to perform the service call.
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]

We apologize for this confusion. The payment collected of $84.52 has been refunded and a stop payment has been confirmed with our finance department.  Mr. [redacted] should receive his refund in three to five business days. Thank you.

Thank you for bringing Mr. [redacted] complaint to our attention.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. Pursuant to the Customer Agreement, signed by Mr. [redacted] on February 13, 2015, customers are given the opportunity to terminate service by giving Viasat written or telephone notice.  The Customer Agreement states that Viasat does not accept notice of termination via email.Mr. [redacted] was responsible for returning Viasat’s modem and transceiver within 30 days after disconnection, or he would 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 should have been delivered to his home address within a week after his disconnection, and it includes return instructions.Mr. [redacted] first contacted Viasat in regards to disconnecting his services on September 17, 2015. At the time, he attempted to email Viasat’s support team in order to do so, and was advised to contact Viasat’s Customer Care department via phone. No contact was received.Mr. [redacted] emailed Viasat on October 5, 2015, again to request the disconnection of his services. The Viasat representative assisting Mr. [redacted] advised of contacting Customer Care and its hours. No contact was received from Mr. [redacted]. On October 6, 2017, Mr. [redacted] emailed Viasat to advise that he had believed this account to be closed out, and was again advised that he would need to contact Customer Care to disconnect his account.On November 30, 2017, Mr. [redacted] contacted Viasat to request disconnection of his services. The Viasat representative assisting him advised that a request could be made to refund the charges he had received since September 2016, as well as a request to waive the equipment charges. Both requests were correctly denied, per Viasat policy. On January 16, 2018, Mr. [redacted] was charged $300 for failure to return his leased equipment. Mr. [redacted] contacted Viasat to advise that he had been charged the amount, and stated that he had already returned the equipment. The Viasat representative escalated a request to have the amount refunded, which was correctly denied due to showing no equipment as returned. At this time, Viasat does not agree to refund the $300 charged for failure to return Viasat’s equipment, nor does it agree to refund the 6 months of charges incurred to Mr. [redacted]. Viasat believes that all proper actions have been taken in regards to Mr. [redacted] account. If he has any further questions or concerns, he may feel free to contact Viasat’s 24-hour Customer Care at ###-###-####.Thank you for the opportunity to respond.

Well maybe you need to update your system because it was not due to me making payment twice because both times I called in and talked to a live person not one of your computes and fire the man who messed this whole issue up.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]