ViaSat, Inc.

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.

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.
Customers are required to review and agree to the installation plan with the technician prior to the...

installation of the equipment. In addition, section 2.3 of the Customer Agreement, signed by Ms. [redacted] on June 25, 2015 and available at exede.com/legal, states, in part, "You confirm that you have reviewed the installation plan and agreed to any associated charges."
Our records show she ordered service through DirecTV, an authorized seller of ViaSat's service, on June 22, 2015. The service was installed on a pole mount on June 25, 2015.
ViaSat first heard from Ms. [redacted] regarding this issue on July 14, 2015. During this conversation, Ms. [redacted] requested the disconnection of her account due to her dissatisfaction with the pole mount installation. At this time, the ViaSat representative advised Ms. [redacted] that she would be charged early termination fees if she disconnected her account; however, after some discussion, it was agreed that ViaSat would send another technician out for a site survey, and that Ms. [redacted]'s early termination fees would be waived if it was determined that the dish could not be installed elsewhere on the property.
ViaSat's technician went out to Ms. [redacted]'s home on July 15, 2015, at which time it was, in fact, determined that there was no other place for line of site on her property. Ms. [redacted] was advised by the technician to contact ViaSat's 24-hour Customer Service Department in order to disconnect her account.
ViaSat did not receive any further contact from Ms. [redacted] until August 5, 2015, when she requested to speak to a specific representative at ViaSat's Corporate Office; unfortunately, the representative was unavailable to Ms. [redacted] at this time. Ms. [redacted] declined to speak to any other representative regarding her concerns.
Ms. [redacted] did not call ViaSat back until September 13, 2015 because she was experiencing a connectivity issue. At this time, Ms. [redacted] agreed to another service call. This service call was cancelled on September 15, 2015, per Ms. [redacted]'s request, because she planned on disconnecting the ViaSat service.
In order to come to a resolution, ViaSat will honor the originally agreement made on July 14, 2015, and waive Ms. [redacted]'s early termination fees if she chooses to move forward with the termination of her service. Ms. [redacted] will be 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.
Customers are required to only return their ViaSat modem and transceiver. Outside of the modem and transceiver, the customer owns all other equipment and is responsible for its removal. Any service call request for uninstallation assistance or the removal of the dish is associated with a chargeable fee.
As Ms. [redacted] did not provide ViaSat with the opportunity to resolve her connectivity issues, ViaSat does not agree to refund her monthly service fees of $60.83 paid to ViaSat on August 28, 2015.
If Ms. [redacted] would like to move forward with the disconnection of her account, she [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket no. XXXXXXXX.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. The account is in Ms. [redacted]s name as her information was used as the credit check. Ms. [redacted] was setting this account up for her son [redacted]. ViaSat...

cannot remove the name from the account once the account is created. ViaSat would require Ms. [redacted] to disconnect the account and [redacted] would have to create a new account in his name. As of today February 16, 2017 the account has been disconnected and there is a balance of $361.93 owed for the early termination fees. ViaSat has sent this amount to an outside collection agency on December 5, 2016. If Ms. [redacted] feels that this account should not have been in her name and that she is not responsible for these charges she will need to speak with her Son [redacted] or file a police report for fraud and have the paper work sent over by the investigator to ViaSat’s legal team at [redacted]. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Complaint: [redacted]
I am rejecting this response because:My concern is they state they will pull my case from collections. I want to have clarification that my account balance with them is $0.00 and I will no longer have any ties with them.Yes I see where they state in my contract I am liable. I do have to state that on the call of disconnect I asked the agent at the time if I was in the limit to cancel and not be charged any further. The agent said yes. Aug 28th. 2016... Why didnt the agent state my new billing cycle started the same day Aug 28th 2016. Frustrating.
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 December 15, 2017 commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the...

Voice service. Early termination fees will apply if either service is canceled prior to the expiration of the minimum service terms.  Customers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Mr. [redacted] services were initially installed on December 15, 2017. Mr. [redacted] first contact to Viasat regarding his services was on January 11, 2018, to request a disconnection. Mr. [redacted] stated that he felt he was misled about Viasat’s services and their limitations, and requested a waiver of his early termination fees. The Viasat representative assisting him advised that there would be no guarantee of a waiver, but that one could be requested for him. Mr. Gardener agreed and the request was placed that same day. Mr. [redacted] account was successfully disconnected on January 12, 2018 by his request. On January 14, 2018, the request for Mr. [redacted] waiver of early termination fees was denied. Mr. [redacted] was then charged on January 16, 2018 in the amount of $344.52 for early termination of his 24-month contract. Viasat was successful in taking payment from the account. On February 15, Viasat’s systems recorded Mr. [redacted] equipment as returned. Due to a systematic error, on February 16, 2017, Mr. [redacted] was charged $318.00 in error for non-return of equipment, as well as a charge of $50.67 for disconnection of his voice services, for a total of $371.71. Viasat was successful in taking the payment. As of January 19, 2018, the $318.00 has been refunded to Mr. [redacted], and he should see the funds in the next three to five business days. In regards to Mr. [redacted] complaint, Viasat does not agree to refund Mr. [redacted] early termination fees, as Viasat was not allowed the chance to troubleshoot his systems as required by the Customer Agreement. 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.

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.

Initial Business Response /* (1000, 5, 2015/08/27) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. At the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term...

commitment, and the early termination fees. Each of these points are also addressed in the customer agreement signed by Ms. [redacted] on July 21, 2015 and available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. Per the signed customer agreement ViaSat is authorized to charge the payment method on file for the early termination fees. ViaSat does not have a payment plan for the early termination fees. In order to arrive at a resolution ViaSat has waived off the charge of $373.52 for the early termination fee. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing [redacted] rebuttal to our attention.
Unfortunately, due to an error, [redacted] early termination fees were not waived as promised in ViaSat’s initial response. Subsequently, on June 28, 2016, ViaSat collected a payment of $363.94 for her early termination fess ($344.50), a month of Exede Voice services ($15.48), and applicable taxes ($3.96). We apologize for any frustration this may have caused [redacted] to experience.
As resolution to this complaint, ViaSat has issued a refund of $363.94 as of July 25, 2016. It will take [redacted] 3-5 business days from the issue date for her to see it deposited into her account.
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 shall continue to check the website to ensure the charge has been waived, but the call center have assured me that I do not owe anything.
Sincerely,
Sukey [redacted]

Complaint: [redacted]
I am rejecting this response because:
They have stated that since the amounts being removed are different, it is not a double charge. They have access to my account as they are the biller and I have provided documentation of the charges since 7/15 that have been removed from my husband's account, with reference #'s. The fact remains that we are being billed to each account monthly.
Sincerely,
Jeanne Gerhardt Cyrus

Initial Business Response /* (1000, 5, 2015/08/25) */
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 24-month minimum service term commitment and the early...

termination fees. ViaSat requires a valid payment method to be on file for automatic payments each month. When Ms. [redacted] signed the customer agreement on September 1, 2014 she authorized ViaSat to use the payment method on file for monthly charges, early termination fees, and non-returned equipment fees. The charge of $193.55 was for early termination fees and is a valid charge. ViaSat will not be issuing a refund for the early termination fees or the NSF fees as this was a valid charge. As of today August 25, 2015 ViaSat has yet to receive the equipment back and there are 2 charges of $150.00 each pending to charge to the account. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 4, 2015/12/21) */
Thank you for bringing Mr. [redacted]' complaint to our attention. We apologize for any issue he may have experienced with ViaSat's 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. Customers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Mr. [redacted] on April 29, 2014 (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. Customers have the choice to purchase additional data under ViaSat's Buy More option at $9.99 per 1 GB on an as-needed basis, but are not required to do so. Alternatively, customers may utilize ViaSat's Late Night Free Zone from 12:00 AM to 5:00 AM, local time, during which unmetered service is provided at no extra cost.
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. 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.
Our records show Mr. [redacted] contacted ViaSat on May 16, 2015 regarding the speed of his service. During this conversation, the ViaSat representative guided Mr. [redacted] through troubleshooting before performing an internal speed test on Mr. [redacted]' modem. The results of this test showed that Mr. [redacted] was receiving above-advertised speeds for both download and upload. Mr. [redacted] ran a speed test on his own computer through his wireless router, at which time it was determined that the speeds on his end were slower, but still within acceptable range. However, as Mr. [redacted] was dissatisfied, the ViaSat representative offered him a service call and a goodwill credit of $25.00. Mr. [redacted] accepted both offers. ViaSat's technician went out to Mr. [redacted]' home on May 18, 2015, at which time his dish was realigned and some connectors were replaced.
ViaSat was not contacted again by Mr. [redacted] until August 8, 2015, when he called in because he was experiencing slow speeds. At this time, Mr. [redacted] was advised that there was congestion on the network in his area that was impacting his services, and was provided with another $25.00 goodwill credit for the inconvenience.
On September 2, 2015, Mr. [redacted] called ViaSat because the majority of his 10GB monthly data allowance. During this conversation, Mr. [redacted] advised that he was using the internet service to record and stream movies on his Smart TV. At this time, the ViaSat representative reminded Mr. [redacted] of the Data Allowance Policy and high causes of usage, and educated him on how he could manage and monitor his data usage throughout the month.
ViaSat received a call from Mr. [redacted] on December 15, 2015 because he'd exceeded his data, and wanted a manual reboot of his modem.
Our records show Mr. [redacted]' data for this billing cycle (December 1, 2015-January 1, 2015) shows that his 10GB monthly data allowance went towards web browsing, marketplaces (e.g., app stores, eReaders), media (e.g., Netflix, Spotify, DirecTV OnDemand etc.), communications (e.g., instant messaging, email, audio/video calls and chats, etc.), social networking, storage (e.g., cloud storage and online backups, file transfers, etc.), and system updates. His usage is scheduled to reset on January 1, 2015.
If Mr. [redacted] chooses to move forward with the disconnection of his account, ViaSat does not agree to waive any portion of his early termination fees.
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 be terminating service on 4/9/17 to make sure it is cancelled by 4/12/17! 
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted]s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. The $99.99 that was collected was the first payment collected for install. We apologize if this was not communicated to Ms. [redacted]s. At this time ViaSat has issued back two...

refunds to Ms. [redacted]s both for $99.99 with one being by mistake. These refunds were processed on January 4, 2016 and Ms. [redacted]s should see both refunds in 3-5 business days. Once Ms. [redacted]s receives the refunds she will want to call ViaSat back at ###-###-#### to pay back the $99.99 that was accidentally refunded to her so that way she is not charged in the future. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 4, 2015/10/27) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration surrounding the Data Allowance Policy.
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, signed by Ms. [redacted] on [redacted] 16, 2015, and it is 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.
The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to 24 hours to display the current usage. This is disclosed in text to all customers immediately below the usage meter on MyExede.net. The ViaSat modem needs to be online to have the monthly usage meter reset.
Ms. [redacted] chatted into ViaSat's customer service department on October 24, 2015 regarding her usage and how she felts it was not being calculated accurately. During her conversation with ViaSat's representative, Ms. [redacted] was advised of her usage, and network devices. Ms. [redacted] was also advised to contact ViaSat's customer service department via telephone to further discuss. However, since this date Ms. [redacted] has made no contact again with ViaSat's customer service department.
In order to bring this complaint to resolution, ViaSat will agree to disconnect Ms. [redacted]'s account with waiver of half her early termination fees. ViaSat does not agree to waive these fees in their entirety as ViaSat does not believe Ms. [redacted] allowed us the opportunity to resolve any issues she may have experienced with the Data Allowance Policy. If Ms. [redacted] would like to accept this offer, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
Please see attachment
Final Business Response /* (4000, 9, 2015/11/05) */
ViaSat will agree to refund Ms. [redacted] the unused fees associated with her prepaid lease fee. The refund due is $150.00 and will be issued at the time of disconnect. ViaSat will agree to disconnect Ms. [redacted]'s account as of November 15, 2015. At that time, the waiver of half the early termination fees will occur. 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 UPS box with a pre-paid 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. Thank you.

Complaint: [redacted]
I am rejecting this response because: today wed april 13th we called and requested to get reconnected and since we had sent the equiptment back then they have to send someone out. but they also told us that we have to pay 99.99 to get it back reinstalled. and we have 2 different numbers a number we was givien today [redacted] and vicki who gave us a number of [redacted] and were we was told in this that if we reconnect that we would get the 178.06 back. so we set the account back up and they will be out on 4-20 between 2-5 pm but we shouldnt have to pay more money to get the service reconnected and the 178.06 should be returned like the last email said. so something has to happen wave the 99.99 and set the service up like we was told.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/06/10) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any confusion or frustration this situation [redacted] have caused.
Mr. [redacted] was promised a refund of $329.67 which was refunded to Mr. [redacted]'s payment method on file on...

[redacted] 31, 2015. However, Mr. [redacted]'s monthly bill for June 2015 cycled on June 1, 2015 for $478.38, but the payment failed. The $478.38 ViaSat attempted to collect included: $129.99 (Exede12-25GB), $9.99 (Equipment Lease Fee), $329.67 (33 Buy More GBs), and $12.58 (prorated Exede12-25GB), $4.84 (unused service credit for transition between Exede12-10GB and Exede12-25GB), and $.99 (Taxes, Surcharges, & Fees). However, Mr. [redacted] made a onetime payment on June 2, 2015 for $147.72; therefore, leaving him a balance of $330.66.
Mr. [redacted] did make contact with ViaSat's customer service department on June 1, 2015 requesting information regarding this pending bill. During this call, ViaSat's customer service representative did incorrectly inform Mr. [redacted] that he was only responsible for $147.72 of this bill. Therefore, Mr. [redacted] complied with the information provided by this agent, and made a payment of $147.72 on June 2, 2015. Given this information, and the information provided by the representative, ViaSat will agree to waive the balance owed of $330.66.
Again, we apologize for any frustration this situation [redacted] have caused, and believe this resolution is satisfactory to the complaint at hand. Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid the $330.66 to avoid shutoff, so I will need a refund in that amount issued to the same card I paid the $147.72 on.
Final Business Response /* (4000, 10, 2015/06/22) */
As Mr. [redacted] made a onetime payment of $330.66 on June 13, 2015, ViaSat will agree to refund this charge and cancel the credit as previously promised. The refund of $330.66 was issued to the payment method on file on June 22, 2015. Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: Because it does not contain accurate information. Unfortunately your resolution is unacceptable. Previously you indicated that mystatements provided to Exede had the data Exede needed blocked out. The information on the statements I sent addresses the only financial information pertinent to Exede, particularly since I am not requesting Exede to refund the NSF charges.  It clearly indicates on the statements that you received, two different transaction numbers. On page one the 109.47, transaction serial number [redacted], came out leaving a balance of 22.13. On the second page the amount of 109.47, transaction serial number [redacted], came out leaving a balance of -122.60. Please note the information below that I have organized to make it simple for you to understandJune 13, 2016  109.47(Transaction #[redacted]) + 109.47 (Transaction #[redacted]) =218.94June 30, 2016, my credit union reversed -109.47, leaving a $0 balance on my account. July 8, 2016, a credit (refund) of $111.48 paid the July payment, leaving a credit balance of -$11.51. This statement indicates the previous balance for June was unpaid.   INVOICE# 17Statement Date 07/08/2016Invoice SummaryPrevious Balance $ 109.73Payments $ 0.00Refunds $ 111.48Current Charges and Fees $-11.51Taxes, Surcharges and Fees $ 9.76 June 11, 2016,  Exede suspended my service.June 12, 2016, I paid 109.47 to have my service restored with a Visa credit card. Therefore, my balance at this time should be -120.98 of which 109.47 should be refunded to the Visa card used on July 12, 2016 and 11.51 remain as a credit on my account. I spent many hours trying to fix this problem but your customer service is poor and inadequate. Had one of the many agents I spoke with provided an e-mail or phone number to management this might have already been settled.    [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]

Initial Business Response /* (1000, 5, 2015/08/13) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. Once an account is disconnected the credits that were applied to the account are cancelled out. We apologize if Ms....

[redacted] was not advised of this at the time of disconnection. In order to arrive at a resolution ViaSat has removed the charge of $29.52 from the account and from the collection agency. If Ms. [redacted] receives a letter from EOS Collections she can ignore it. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. I feel this is an appropriate action, given the circumstances.