ViaSat, Inc.

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 Ms. [redacted] rebuttal to our attention.
As Ms. [redacted] billing issues were resolved, ViaSat once again does not agree to waive her early termination fees should she disconnect her service.
We apologize for any misunderstanding regarding the billing for ViaSat’s service. Unfortunately, purchasing ViaSat’s service with DIRECTV does not bundle the billing. ViaSat handles customer billing for its own services and, therefore, Ms. [redacted] is billed separately for her ViaSat internet service. Customers who purchase service through DIRECTV receive a discount of $10.00 off their DIRECTV bill per month for 12 months.
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data 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 Ms. [redacted] on February 3, 2016 (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 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.
Ms. [redacted] is currently receiving ViaSat’s Exede Liberty 10GB plan at $59.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides 10GB of monthly priority data, download speeds up to 12 Mbps, and upload speeds up to 3 Mbps. This plan also provides 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, and until their priority data resets.
Our records show Ms. [redacted] called ViaSat on March 17, 2016 because she had exceeded her data, at which time she was reminded of the Data Allowance Policy. During this conversation, the ViaSat representative also provided Ms. [redacted] with a detailed breakdown of her usage by traffic type, informed her on how she could reduce her data consumption, and how she could obtain more data (transitioning her service plan, buying more). The ViaSat representative also provided Ms. [redacted] with 2GB of complimentary data as a gesture of goodwill.
Currently, Ms. [redacted] has used 9.7GB of her 10GB monthly priority data. The majority of this usage has gone towards web browsing, media (e.g., Netflix, YouTube, video downloads, etc.), social networking, system updates, storage (e.g., online backup), software updates, miscellaneous apps, communications (e.g., audio calls, instant messaging), and online gaming. Her usage is scheduled to reset on June 4, 2016.
Once again, ViaSat does not agree to waive Ms. [redacted] early termination fees if she chooses to move forward with the disconnection of her account.
If Ms. [redacted] has any questions regarding her refund, or would like to disconnect her service, she may contact ViaSat’s 24-hour Customer Service Department at 1-855-463-9333.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:The company admits and proves I have had many contacts with them about poor service (over a years worth).  However, in this response they did not mention anything about the sales people lying about what their service could provide for me.  They admit that certain games can have poor speeds with their company but did not address the issue of not being able to video stream with out extreme buffering.  My case shows that it is not just a matter of slow speeds at certain times but that I CANNOT stream anytime.  They have insured me that my equipment is fine so they have not held up to their sales pitch.  Their response also did not address the issues of the "run around" from customer service.
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,
Jerald [redacted]

Thank you for bringing [redacted] complaint to ViaSat’s attention. We apologize that the service did not meet his needs or expectations. 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 [redacted] on May 4, 2016 and available at exede.com/legal. We apologize if [redacted] feels these points were not communicated to his satisfaction. ViaSat records all calls for quality assurance purposes and we were able to locate the call from June 9, 2016 and fell that the agent made the correct attempts to assist [redacted] with his issues. We apologize that [redacted] feels there were issues during this call and will address them with the customer care agent. When [redacted] is ready to disconnect he can contact customer service at ###-###-####; however, ViaSat does not agree to waive the early termination fees from the account. [redacted] will be responsible for these valid charges when he chooses to disconnect. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. Exede is a product of ViaSat and WildBlue was purchased by ViaSat. ViaSat is the companies name. At the time of sale customers are made aware of ViaSat’s 24-month minimum...

service term commitment and the early termination fees should the account be disconnected prior to the 24 months. Each of these points are also addressed in the customer agreement signed by Mr. [redacted] on October 7, 2014 and available at [redacted]. ViaSat cannot activate services without a signed electronic customer agreement which is done at the time of installation. ViaSat has included a copy of the customer agreement with Mr. [redacted] signature on it. Mr. [redacted] had access to contacting ViaSat as he had previously. Mr. [redacted] contacted ViaSat in November 2014 to update his payment method and again numerous times in 2015 to see about disconnecting the account. ViaSat also requires a valid contact email be on file so the monthly statement can be emailed as ViaSat is a paperless company. ViaSat has [redacted] as the contact email. Mr. [redacted] account went into a non-pay disconnection on February 16, 2016 and was charged the early termination fees of $104.52. Mr. [redacted] failed to return the equipment which led to a charge of $318.00 for non-returned equipment. Mr. [redacted] final bill was for $483.10 which was not received in time and the account was sent to an outside collection agency on April 25, 2016. On May 3, 2016 ViaSat received a check from Mr. [redacted] for $483.10 which was applied to the account and the collections team updated this with the outside collection agency so that Mr. [redacted] was no longer in collections. At this time Mr. [redacted] is no longer in collections. ViaSat does not agree to issue any refunds back to Mr. [redacted] as all the charges are valid charges. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Ms. [redacted] called ViaSat on October 30, 2015 to inquire about the Exede Internet service. During this conversation, the sales representative correctly advised Ms. [redacted] that the speed of service was not guaranteed, and that the 24-month minimum service term would begin upon the installation of the service at her home. 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 Ms. [redacted] electronic signature on the Customer Agreement dated November 4, 2015. We apologize for any misunderstanding regarding the electronic signature process. As ViaSat was not provided with any opportunity to resolve her issues, if Ms. [redacted] chooses to move forward with the disconnection of her account, ViaSat does not agree to waive any portion of her early termination fees. Thank you.
[redacted]

Thank you for bringing Ms. [redacted]-[redacted]'s response to ViaSat's attention. As stated in the previous response ViaSat has only agreed to issue one refund of $92.38 back to the payment method. This refund was issued and Ms. [redacted]-[redacted] should have seen this refund within 3-5 business days after it was issued. No further refunds will be issued at this time. Previous payments on this account are valid and will remain valid due to the failed payments that were processed on this account. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:  1. The problem is not resolved.2. [redacted] called March 11th early evening; I was driving to teach for the weekend, he agreed to call back March 14th.  He did so and we ended up agreeing a Viasat technician would call within 24-48 hours to take remote control of my laptop and fix the problem.  [redacted] also stated he would call me March 15th to check how things had gone.  NEITHER happened, and I still have not been contacted by anyone from Viasat since, and that is typical too.3. The response did not specify what the supposed credit is for, nor what dates it covers.  Before I decide to accept it or pursue other action I need that information, which should have been provided.4. All communication to me must also go to [redacted] as well, I cannot rely on the wildblue email.5. Outlook has stopped receiving emails.  This could be a coincidence or a problem with Outlook.  It could also be due to something Viasat did or that changed at their end.  I am particularly suspicious because they know once emails are received through Outlook Viasat cannot completely take them away.  And I find it an amazing coincidence that this occurred the week following the last conversation I had with [redacted] (who, as I have previously noted) Viasat refuses to reconnect me with.6. Coincidences usually have a root and deliberate cause.  Typically, the more a party denies there is one the more likely it is there is one.7. The Viasat response indicates they have determined the problem is related to Outlook and not to Exede services.  Yet they dishonor their promises to follow through.  Until this has been completely resolved I have no reason to believe their statement regarding Outlook and Exede.8. I have also requested, verbally and in writing, from Viasat, a written transcript of all recorded telephone conversations February 23, 2016 forward, giving them a delivery date to me at home by SSPS of March 17, 2016.  They have not done so and have been silent regarding this.9. As you know, other than in connection with some law enforcement and national security situations, I am legally entitled to these records when conversations are being recorded.  And Viasat states they are being recorded.
Sincerely,
[redacted]

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 on the customer agreement signed by Ms. [redacted] on November 25, 2015 and available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. Ms. [redacted] was receiving ViaSat’s Liberty 10 service plan. With this plan Ms. [redacted] will receive 10 GB of priority data allowance and she will receive speeds up to 12 Mbps download and 3 Mbps upload. Once the priority data is consumed the account will go into a Liberty Pass and slow the speeds to 1-5 Mbps download and 1 Mbps upload. When Ms. [redacted] was calling in with her connectivity issues she was in the Liberty pass and was receiving the slower speeds. ViaSat does record all calls for quality assurance purposes and was able to locate the call dated December 28, 2015 at 7:30PM when Ms. [redacted] called in concerning her billing and automatic payments. At that time the customer care agent tried to assist Ms. [redacted] with her issues; however, Ms. [redacted] started using abusive, harassing and threatening language. Ms. [redacted] was warned 3 times before the call was disconnected. On January 21, 2016 Ms. [redacted] decided to disconnect the account and at that time Ms. [redacted] was advised of the early termination fees. In order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account and have Ms. [redacted]’s account pulled from collections. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention.
The Customer Agreement, signed by Ms. [redacted] on September 12, 2015, advises that customers are responsible for returning Viasat’s modem and transceiver within 30 days after disconnection. Failure to return the equipment will result in...

an unreturned equipment fee of $300.00, not including taxes. Viasat supplies customers with a [redacted] box and free return shipping label within a week after disconnection, which also includes illustrated instructions.
Our records show Ms. [redacted] disconnected her account on October 14, 2017. Viasat received notification on October 26, 2017 that she had returned the transceiver, but had returned a third-party router in lieu of the Viasat modem. Subsequently, on November 16, 2017, Ms. [redacted] was charged $150.00 in unreturned equipment lease fees. Ms. [redacted] called in the same day, at which time she was informed that the modem had not been returned. A second equipment return kit was requested to be sent to Ms. [redacted] for the return of the transceiver.
Between December 4, 2017 and January 26, 2018, Ms. [redacted] called in numerous times regarding the return of her modem and to request a refund of the $150.00 unreturned modem fee. Several requests to have the modem tracked were escalated, the results of which showed that Viasat did not have record of the modem being returned.
As of January 29, 2018, Viasat does not have any record of the modem being returned. However, as resolution to this complaint and as a gesture of goodwill, Viasat has issued a refund of $150.00 to Ms. [redacted] payment method. Ms. [redacted] should be advised that it may take her three to five (3 to 5) business days from the issue date for her to see the $150.00 deposited into her account.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’ complaint to our attention.   The Customer Agreement, signed by Mr. [redacted] on December 9 2016, advises that customers are responsible for returning Viasat’s modem and transceiver within 30 days after disconnection. Failure to do so will result in an unreturned...

equipment fee of $300.00, not including taxes. Viasat provides a [redacted] box with a prepaid return shipping label and illustrated instructions within a week after disconnection.   Mr. [redacted] called on September 9, 2017 to disconnect service because he was moving at a new address, at which time he agreed to take the Viasat service with him and was informed of the disclosures associated with his move. His original account was disconnected on September 18, 2017, per his request, and he was informed that Viasat’s modem and transceiver would need to be returned, per the Customer Agreement. Mr. [redacted]’ shipping address was updated to his new location for the delivery of the equipment return kit.   Viasat was notified on October 20, 2017 that Mr. [redacted] had not returned the equipment. Subsequently, on November 12, 2017, Mr. [redacted] was charged $323.93 in unreturned equipment fees. Mr. [redacted] called Viasat on November 15, 2017 because he had not received the equipment return kit. The Viasat representative escalated a request to have another equipment return kit reshipped to him.   On December 18, 2017 and January 24, 2018, two additional escalations for the new shipments of the equipment return kit were created on Mr. [redacted]’ behalf.   Mr. [redacted] called on March 12, 2018 and advised a representative that he still had not received the equipment return kit. The representative found a record showing that the box had been left on Mr. [redacted] porch on October 23, 2017 at 4:08 pm.  Mr. [redacted] stated that he never found that shipment at his home.  Per Mr. [redacted]’ request, the Viasat representative provided him with the shipping address for Viasat’s warehouse so he could sent back the equipment on his own.   As a resolution to this complaint, Viasat will be refunding the unreturned equipment fees in advance of the return of the equipment by Mr. [redacted].  A refund will be issued to Mr. [redacted]’ payment method on file.  He should see this refund in 3 to 5 business days.    We apologize for any frustration Mr. [redacted] may have experienced. Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] rebuttal to our attention.
Once Mr. [redacted] equipment has been returned, it will be appropriately documented on his account. Mr. [redacted] may contact ViaSat’s 24-hour Customer Service Department at 1-855-463-9333 to follow-up with the return of his equipment.
Regarding the bank statements, Mr. [redacted] may email those directly to ViaSat’s Consumer Affairs Department at [email protected] with any personal information (i.e., the account number) blacked out. Alternatively, he may fax it to 720-228-2219.
We apologize for any frustration Mr. [redacted] may have experienced. We feel the resolution previously agreed to adequately address Mr. [redacted] complaint.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:If you weren't certain that Viasat2 would be available in my area in early February then you should not have told me that it would become available then, as was done twice: the first time during my initial call to Viasat, and the second time by the technician during the installation.Here is a forum thread of people who were up in arms as well after expecting to have Viasat-2 available to them due to false advertising/promises by Viasat:https://community.viasat.com/viasat/topics/wheres-viasat-2-it-is-well-int...⇄ it would seem I am not alone when it comes to having this issue.That you are willing to bend and waive half of my early termination fee indicates to me that you are at least accepting some responsibility, but what you really need to do is fully accept responsibility for your actions.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: there were two things we require. While we are grateful for the offer of early termination without incurring early termination fees, we also ask for a refund of the balance of the advanced payment for equipment lease fees. ViaSat charged our credit card $199.99 for equipment rental fees for two years. We would like reassurance that ViaSat will reimburse us $191.66 for the balance of our advance lease fees (199.99 x 23/24) when we return the equipment to ViaSat. If ViaSat will confirm that we will receive this reimbursement in addition to the waiving of early termination charges then we will gratefully accept the offer made by ViaSat.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/23) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this [redacted] have caused. The tenant would have ordered the ViaSat internet service and at the time of ordering the service ViaSat would...

have told them, as it tells all customers, that if the property is a rental, the customer must have the landlord's permission to complete the installation. At the time of installation, ViaSat was not informed that the property was a rental and that installing a satellite dish on the home was not authorized by the landlord. Instead the opposite would have happened and the tenant would have allowed the dish to be installed. The tenant would have represented that they had full authority to authorize the installation on the home. In good faith the installation would have been completed. ViaSat does not remove the equipment from the home but does ask that two pieces of equipment are returned. The dish stays unless the customer chooses to remove on their own. We apologize for any confusion this [redacted] have caused. Any further claims should be pursued against your tenant as they made the misrepresentation that they had authority to perform the installation. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I appreciate the answer for ViSat, going after the tenant requires proof of their misrepresentation, therefore I am wondering how ViSat can establish this since they still installed the dish? Is a verbal acknowledgment enough for them or does ViSat actually have the person check a box acknowledging the installation work with the owner's permission? Would I be allow to have copy of the installation paperwork?
Thank you.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2015/07/06) */
Thank you for bringing [redacted]'s response to ViaSat's attention. ViaSat was able to locate the account under Ms. Ansley J[redacted]. ViaSat is assuming this is the tenant that had the services installed. Can Ms. [redacted] confirm this is the tenant and please confirm the address where the dish is installed. ViaSat does have access to a signed customer agreement from Ms. [redacted] on March 29, 2013. Thank you for allowing ViaSat the opportunity to respond.
Final Consumer Response /* (2000, 11, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes ths was the past tenant, the address of the house is [redacted]
I can be reached at XXX-XXX-XXXX and my e-mail is [redacted]@me.com
Once again, I recommend you look at DishNetwork installation polices in regard to rented property. It would have avoided all this and saved me money on having to called someone to remove the equipment and patch the holes on the walls.

Thank you for bringing Mr. [redacted]’ complaint to our attention.
Mr. [redacted] is currently receiving Viasat’s Unlimited Data Bronze 12 plan at $70.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare fee.
The Customer Agreement, signed by Mr. [redacted] on...

February 21, 2017 and available at exede.com/legal, advises that ViaSat does not guarantee the Internet service to be uninterrupted or error-free. Service may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.
Our records show Mr. [redacted] contacted Viasat on December 30, 2017 because he was experiencing a connectivity issue, at which time he was guided through troubleshooting. When troubleshooting did not resolve the issue, a free service call was ordered and scheduled for January 4, 2018.
Mr. [redacted] transitioned his service plan to the Unlimited Data Bronze 12 service plan on January 3, 2018. The service call was fulfilled on January 4, 2018 with the technician not finding any issues.
On January 16, 2018, a service call was ordered for Mr. [redacted] because he had experienced intermittent connectivity. Mr. [redacted] received a call from the technician on January 17, 2018, at which time he was informed that the modem’s diagnostics did not indicate an issue. When Mr. [redacted] explained that he was experiencing slow speeds, the technician informed him that the speeds of the service may vary and are not guaranteed, per the Customer Agreement.
Viasat received contact from Mr. [redacted] on February 3, 2018, at which time a service call was ordered. This service call is currently scheduled for the morning of February 6, 2018.
As resolution to this complaint, Viasat will agree to waive Mr. [redacted]’ early termination fees in full if the Viasat technician is unable to resolve his connectivity concerns during the February 6, 2018 service call. However, if the issue is resolved or if it is determined that the issue is with his third-party equipment, the early termination fees will stand. Mr. [redacted] may contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333 in reference to ticket no. 26614011.
Thank you for the opportunity to respond.

Thank you for bringing that Mr. [redacted]’s rebuttal our attention. We apologize for any frustration he may have experienced with ViaSat’s Data Allowance Policy. In ViaSat’s previous response, we stated that Mr. [redacted] was receiving the Exede 25 GB plan. We apologize that the pricing provided was incorrect. Additionally, as stated, 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 www.myexede.net. Consecutively, Mr. [redacted] has gone over his monthly usage allotment of 25 GB the last two months; January and February. In January, Mr. [redacted] used 47.5 GB of his 25 GB plan.  As of today, February 22, 2017, Mr. [redacted] has used 30.3 GB of his 25 GB plan and his usage is scheduled to reset on March 01, 2017. Upon review of Mr. [redacted]’s account, ViaSat determined that the usage was consumed by web browsing, other traffic (software updates, secure networks, and generic traffic), social networking, marketplaces (app stores, and eReaders) and media. Further, since December 2014, on fifty nine separate occasions, additional gigabytes have been added to Mr. [redacted]’s account due to the breech in the data allowance policy. In response to this complaint, ViaSat escalated Mr. [redacted]’s account concern internally to ensure that his data usage meter is working properly. As of February 22, 2017, ViaSat has not found any issues with Mr. [redacted]’s data usage meter. If Mr. [redacted] continues to experience issues with his usage we advise him to look into the programs that are running in the background, whether his router is secure, and to check his day to day activities. If Mr. [redacted] would like to discuss his usage or transition his service to a plan that better meets his needs, he may contact ViaSat’s 24-hour Customer Service Department at [redacted].

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any frustration or confusion this situation 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, early termination fees,...

and the equipment lease requirements.  Each of these points is also addressed in the Customer Agreement signed by Ms. [redacted] on August 06, 2016 and available at [redacted]. An account cannot be established without the customer’s electronic signature. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. On August 7, 2016, Ms. [redacted] contacted ViaSat to discuss the connectivity of her ViaSat account. During her conversation with ViaSat’s representative, she was walked through rebooting and powercycling her system. After completion, Ms. [redacted] was able to successfully access her services with speeds of 15.83 download. On August 12, 2016, Ms. [redacted] contacted ViaSat to discuss the disconnection of her ViaSat account as she stated the services were not working. At that time, Ms. [redacted] was in breach of the data allowance policy. 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. During her conversation on August 12, 2016, Ms. [redacted] was educated on the Customer Agreement and early termination fees that would apply should she wish to move forward with the disconnection of her account. Because of this information Ms. [redacted] declined to move forward with the disconnection of her account and her ViaSat account remained active. As a gesture of good faith, and in order to resolve this complaint, ViaSat will agree to disconnect Ms. [redacted] ViaSat account with waiver of the early termination fees and refund the charge of $99.99 collected on August 4, 2016. However, Ms. [redacted] is responsible for returning ViaSat’s modem and transceiver within 30 days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.  A [redacted] box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return. If Ms. [redacted] would like to accept this offer, please have her contact ViaSat’s 24-Hour Customer Service at ###-###-#### and reference ticket [redacted]. Thank you for the opportunity to respond.

Thank you for bringing [redacted]’ complaint to our attention.
The Customer Agreement, signed by [redacted], an authorized signer, on March 16, 2012 and available at exede.com/legal, advises that customers are responsible for returning ViaSat’s modem and transceiver within 30 days after...

disconnection. Failure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxes. ViaSat supplies customers with a [redacted] box, free return shipping label, and illustrated instruction within a week after their disconnection.
Our records show [redacted] called ViaSat on July 5, 2017 to disconnect her account, at which time she was informed of all disconnection disclosures, including the equipment return requirements. Per [redacted], the equipment return kit was delivered to [redacted]’ front door on July 7, 2017.
ViaSat received notice from [redacted] on August 3, 2017 that she was not in possession of the equipment return kit, and requested that one be sent out. Unfortunately, this request was not escalated correctly. We apologize for any frustration this may have caused [redacted] to experience.
As ViaSat had not received the equipment, on August 20, 2017, [redacted] was charged $321.75 in unreturned equipment fees, but the payment failed. [redacted] called ViaSat on August 31, 2017 regarding the charge to her account, at which time she advised that she still had not received the equipment return kit. During this conversation, the ViaSat representative reviewed [redacted] account and the tracking information in [redacted], and informed her that a box had been delivered to her on July 7, 2017. [redacted] requested another one be sent out and the removal of her payment method from her account. It may take up to a week for a customer’s payment method to be removed from an account once it has been requested. We apologize if this was not communicated clearly to [redacted]. Unfortunately, the request for a new box was once again not escalated correctly. We apologize for any frustration this may have caused [redacted] to experience.
On September 1, 2017, ViaSat successfully collected a payment of $321.75 in unreturned equipment fees from [redacted]. She called about the charge on September 3, 2017, at which time she requested to speak to a supervisor. During her conversation with the ViaSat supervisor, [redacted] requested that she be sent a box and that a refund be issued to her. When the ViaSat supervisor advised that a refund would not be issued until the equipment had been returned, [redacted] requested to speak to another supervisor, and her call was transferred accordingly. [redacted]’ payment method was removed later the same day.
During her call with the second supervisor, [redacted] was informed that a second equipment return kit would be ordered, but would not ship out until after the upcoming holiday. The escalation was created successfully, and a box was delivered to [redacted]’ front door on September 6, 2017. The equipment was returned to ViaSat on September 9, 2017.
On September 13, 2017, a refund check for $321.75 was approved to be sent to [redacted]’ home address per the return of the equipment. She was informed of this on September 14, 2017. On September 19, 2017, she was advised that it could take 7 to 14 business days from the approval date for her to receive the check.
[redacted] contacted ViaSat on September 26, 2017 to advise that she had received the check, but her name had been misspelled, rendering the check invalid. Per her request, her call was transferred to a supervisor for further assistance. During her conversation with the ViaSat supervisor, [redacted] was informed that a request for a new check would be escalated with the correct spelling of her name.
On October 6, 2017, a new check was approved to be sent to [redacted] received this check on October 11, 2017, but called to advise ViaSat that her name was still incorrect. [redacted] requested to speak to a supervisor; however, there were none available. The ViaSat representative escalated a request for a supervisor to call [redacted] back. WE apologize if [redacted] did not receive contact from a ViaSat supervisor.
[redacted] called back on October 19, 2017 regarding the validity of the checks she’d received, at which time a request for a refund was escalated. [redacted] called for a status update regarding this refund request on October 24, 2017, at which time she was informed it was still open and being reviewed, and advised of the 7 to 14 business day timeframe for refunds. Unfortunately, as it was not specified that a check was required, the refund request was rejected the same day as [redacted]’ payment method was no longer on the account. [redacted] updated her payment later the same day.
ViaSat received calls from [redacted] on October 31, 2017 and November 6, 2017 regarding the status of her refund request. During both conversations, she was incorrectly informed that the refund was still being worked. We apologize for any frustration this may have caused [redacted] to experience. [redacted] called a second time on November 6, 2017, at which time she was provided with the fax information to ViaSat’s Corporate Resolution Team so she could send a concern regarding the checks she’d received.
As resolution to this complaint, ViaSat has issued a refund of $321.75 to [redacted]’ payment method electronically as of November 7, 2017. [redacted] should be informed that it may take 3 to 5 business days for her to see it deposited into her account.
Thank you for the opportunity to respond.