ViaSat

Thank you for bringing Ms [redacted] ’s complaint to our attention The Customer Agreement, signed by Ms [redacted] on August 15, and available at exede.com/legal, states that ViaSat will not provide a prorated refund for any prepaid fees regardless of when the service is disconnected At the point of sale, customers are given the opportunity to select one of the following equipment lease options available: • Monthly Lease Fee ?"The customer pays $a month for their leased equipment • Prepaid Lease Fee ?" The customer pays a one-time, upfront fee of $at the point of sale, with no additional monthly fee for the 24-month minimum service termAt the end of the minimum service term, the prepaid lease fee expires, and the customer is charged the monthly lease fee of $a month • Lifetime Lease Fee ?" The customer pays a one-time, upfront fee of $at the point of sale, with no additional monthly fee for the lifetime of the account, as long as the customer is using the same model of equipment originally leased Our records indicate Ms [redacted] ordered service from ViaSat on August 11, 2016, at which time she elected the prepaid lease feeViaSat collected a payment for the prepaid lease fee on August 16, Ms [redacted] called ViaSat to disconnect her account on March 15, At this time, she was informed of all disconnection disclosures, including the early termination fees and that she would be required to return ViaSat’s modem and transceiverDuring this conversation, the ViaSat representative advised that she would be credited a prorated amount for her prepaid lease fee; however, a request was not put inWe apologize for any frustration this may have caused Ms [redacted] to experience On March 17, 2017, she called regarding the prepaid lease fee, at which time a refund request was submittedThis request was denied on March 20, 2017; Ms [redacted] was informed of the denial on April 19, when she called to check the status of the refund As resolution to this complaint, a refund of $for Ms [redacted] ’s prorated prepaid lease fee has been issued to her payment method as of April 20, Ms [redacted] should be advised that it may take three to five business days from the issue date for her to see this amount deposited into her account Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe 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 feesEach 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 satisfactionViaSat is the name of our company and we sell Exede services and the plan name is the Liberty 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 accountMs [redacted] will receive the prepaid shipping label and box courtesy of [redacted] to return two pieces of equipmentFailure to return the two pieces of equipment will result in $charge for each non-returned pieceViaSat does not remove the satellite dish from the home Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat Our review of Ms [redacted] ’s account shows that she contacted [redacted] on January 23, to order [redacted] service bundled with ViaSat’s internet serviceAt the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance PolicyEach of these points is further addressed in ViaSat’s Customer AgreementPurchasing ViaSat’s service with [redacted] does not bundle the billingViaSat and [redacted] handle customer billing for their own services; therefore, Ms [redacted] is being billed separately by ViaSat for Exede Internet service The [redacted] sales agent was required to make Ms [redacted] aware of these pointsWe apologize these points were not communicated to Ms [redacted] ’s satisfaction at the point of sale The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show Ms [redacted] ’s electronic signature on the Customer Agreement dated January 26, Ms [redacted] contacted ViaSat on January 27, to request disconnection, advising that she felt she had not been fully informed at the point of saleAt this time, Ms [redacted] was informed that she would be charged early termination fees if she chose to disconnect, per the Customer AgreementWhen Ms [redacted] advised that she had not been on site during the installation, she was advised that she had given the person on site authorization to accept the service installation and sign documents on her behalfMs [redacted] was also advised that ViaSat sent confirmation emails to customers prior to the installation of the service, which advised them of details about the service, including the Customer AgreementMs [redacted] requested to speak to a supervisor, at which time her call was transferred accordingly During her conversation with the ViaSat supervisor, Ms [redacted] once again advised that she felt she had been not fully informed at the point of saleAt this time, the ViaSat supervisor informed Ms [redacted] that ViaSat did not provide a grace period for the service, and that early termination fees would apply if she disconnectedMs [redacted] chose not to disconnect her account at this time ViaSat received another call from Ms [redacted] the same day, once again disputing the early termination feesAt this time, she was transferred to a supervisor for further assistance, and a request to have the sales call reviewed was submitted On January 28, 2017, ViaSat collected a payment of $from Ms [redacted] for her monthly service fees, plus prorated charges based on her service installation date As resolution to this complaint, and in consideration of her short term as a ViaSat subscriber, ViaSat will agree to waive Ms [redacted] ’s early termination fees in full if she disconnects prior to February 28, Ms [redacted] is responsible for returning ViaSat’s modem and transceiver within days after 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 prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions If she would like to move forward with the disconnection of her account, Ms [redacted] may contact ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no [redacted] Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’ complaint to our attention.The Customer Agreement signed by Ms [redacted] on February 26, states that monthly service and lease fees are payable in advance.? Customers are also made aware of this at the time of the sale.The Customer Agreement provided to each new customer, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.? Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On May 23, 2018, Ms [redacted] contacted Viasat to request to disconnect her Viasat servicesShe stated that she would like to disconnect her the following Monday, which was May 28, A Viasat representative assisted Ms [redacted] by reading the disconnection disclosures, including information on Viasat’s monthly billing refund policy, as well as early termination feesThe disconnection was successfully set for the requested date.On May 28, 2018, Ms [redacted] ’ account successfully disconnectedAs this date was also Ms [redacted] ’ monthly billing cycle date, Ms [redacted] ’ billing generated in the amount of $for early termination fees and a month of service billed in advanceWe apologize for any inconvenience this may have caused Ms [redacted] .On that same day, Ms [redacted] contacted Viasat in regards to the billingShe was advised again of the disconnection disclosures, which state that Viasat does not provide a prorated refund for monthly billing at any time, no matter the date of disconnectionMs [redacted] requested to speak to a Viasat supervisory representativeThe supervisory representative advised Ms [redacted] that they would listen to Ms [redacted] ’ disconnection call to determine the requested date of disconnection, and stated they would contact her within hours.On June 1, 2018, Ms [redacted] contacted Viasat due to not receiving a contact from the representativeThe Viasat representative assisting Ms [redacted] advised her that they would submit a request for a refund, as well as requested more time for the supervisory representative to make contact.? On June 5, 2018, Ms [redacted] contacted Viasat to request information on the dispute that had been submittedShe was advised that at the time, the dispute was still pending, and to contact again for further information.? On June 8, 2018, Viasat recorded the return of Ms [redacted] ’ Viasat leased equipment.? On June 11, 2018, Ms [redacted] contacted Viasat to request information on the dispute that had been submittedShe was advised by a Viasat representative that a credit had been granted for $70.00, but due to the fact that Ms [redacted] ’ account was disconnected, Ms [redacted] requested that the amount be processed as a refundThe Viasat representative submitted the request the same day.? On June 20, 2018, the request was reviewed by a member of the corporate team, who processed the refund request to the payment method on file.? However, on June 28, 2018, due to a systematic error, Ms [redacted] bill generated in the amount of $70.00, which Viasat successfully collected on the same dayWe apologize for any inconvenience this may have caused Ms [redacted] .? In resolution to this complaint, Viasat has processed a refund for the $requested to the payment method on fileMs [redacted] should be advised that it may take three to five business days for this refund to be seen.? If Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.? Thank you for the opportunity to respond.?

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are advised of ViaSat’s 24-month minimum service term agreement and the early termination fees should the account be disconnected prior to the monthsEach of these points are also addressed in the customer agreement signed by Mr [redacted] on April 23, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionMr [redacted] was charged $for early termination feesThe account was disconnected months prior to the month agreement date In order to arrive at a resolution ViaSat has agreed to remove the charge of $from the accountMr [redacted] now has a $balance on the account Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] ’ complaint to our attention.Our records show Mr [redacted] was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speed to you Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.The Customer Agreement provided to each new customer, and signed by Mr [redacted] on March 1, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On March 1, 2018, Mr [redacted] contacted Viasat to advise that he was experiencing slow speedsA Viasat representative assisting him determined that his modem was offlineAfter rebooting the modem, the customer reported that his speeds were back within range of his plan, and the issue considered resolvedOn March 2, 2018, Mr [redacted] contacted Viasat to state that the system was not workingThe Viasat representative assisting Mr [redacted] attempted to determine the source of the issue, but was unable to due to the call disconnectingThe representative contacted Mr [redacted] back, and again the call was disconnectedTherefore, no changes were made to Mr [redacted] accountOn the same day, Mr [redacted] contacted Viasat to request a disconnection of his services due to the speed of his serviceMr [redacted] declined any troubleshooting and stated that he did not sign a contractThe disconnection was processed as requestedOn March 4, 2018, Mr [redacted] was billed $for fees associated with his service and early termination feesViasat has not been successful in taking payment, and as such, the balance remains on Mr [redacted] ’ account as a past due balance.In response to this complaint, Viasat has internally escalated Mr [redacted] ' damage claim for review as of March 5, 2018.At this time, Viasat feels that all the appropriate actions have been taken, and does not agree to waive Mr [redacted] ’ early termination fees, as he did not allow Viasat the chance required per the Customer Agreement to determine the source of his issues and resolve themMr [redacted] is responsible for returning Viasat’s modem and transceiver within days after 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 it will include return instructions.Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because:Over complaints for the same issue and you people use the same banned response for all of themYour service is a scamYour business practices constitute fraudI will see to it that there are prosecutions for you and your con artist employeesAt he very least, I will make sure there is a class action lawsuitBeing in bed with the government and telecom companies does not exempt you from prosecution 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, despite their lies in their response and lack of care and concern for the customerAll I wanted was the disconnect fees waivedSince they've agreed to that I'll consider myself satisfied.? Sincerely, [redacted]

Thank you for bringing Mr***’ complaint to our attentionOur records show Mr [redacted] purchased Viasat’s Unlimited Data Bronze service plan through an authorized Viasat Dealer All Viasat dealers are contractually required to make customers aware of the following points at the time of saleWe apologize if these points were not communicated to Mr [redacted] at the point of sale.Our records show Mr [redacted] is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s Voice service plan at $a month, Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.The Customer Agreement provided to each new customer, and signed by Ms [redacted] on March 10, commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the Voice serviceEarly 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.On March 12, 2018, Mr [redacted] contacted Viasat in regards to his monthly billingHe stated that he had been told by a sales representative that he would pay $a month for a bundled phone and internet serviceMr***’ first bill had generated on March 12, in the amount of $This was due to new customer promotions that Mr [redacted] was receiving, such as a credit for his EasyCare service for the first days, a credit of $off for the first three months, and $off his Viasat Voice package for the first six monthsMr [redacted] stated that he hadn’t been made aware the credits would expireWe apologize for any misinformation Mr [redacted] may have receivedA Viasat representative went over his billing with him, and offered Mr [redacted] an additional $off for monthsMr [redacted] accepted the offer, and the credit was applied towards Mr***’s next billBetween March 14, and March 15, 2018, Mr [redacted] and the account holder, Ms***, contacted Viasat several times in regards to slow speedsViasat representatives attempted troubleshooting, which seemed to resolve the issue for a time, but Mr [redacted] contacted againA Viasat representative offered Mr [redacted] a service call to have a technician come out to inspect Mr***’ equipment and offered a free month and a $goodwill creditMr [redacted] accepted the service call, which was completed on March 15, 2018, as the technician had gone out the night before to complete the workThe credits were applied to Mr***’s account the same dayOn March 23, 2018, Mr [redacted] contacted Viasat in order to request a disconnection of his services without early termination feesThis request was approved, however, Mr [redacted] requested to wait to disconnect the account, as he needed to port his telephone number back to his previous carrierMr [redacted] stated he would contact Viasat again in order to disconnectViasat has not heard from Mr [redacted] since that dateIn resolution to this complaint, Viasat will honor the early termination fee waiver that was promised to Mr***In addition, as an offer of goodwill, Viasat will agree to refund the first month’s billing in the amount of $to the payment method on fileThis refund has been processed as of March 27, 2018, and should be received within the next three to five business daysSince Mr [redacted] was a subscriber of Viasat’s EasyCare, he has the option to receive a lease equipment recovery service call at no cost to him, during which time the technician will disassemble Mr***’ equipment and turn it over to his careMr [redacted] is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A [redacted] box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructionsIf Mr [redacted] would like to proceed with the disconnection of his account, and take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no [redacted] .Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused At the time of disconnection, all customers are required to only return their ViaSat modem and transceiver, per the Customer Agreement available for viewing at exede.com/legalOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dish Ms [redacted] was responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label was to 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 As ViaSat had not received the lease equipment Ms [redacted] was charged $on December 26, Nevertheless, in order to bring this complaint to resolution ViaSat has issued the refund for the $to be issued back to the payment method on fileMs [redacted] should receive this refund in three to five business daysShould she not receive the refund within this time frame 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 / [redacted] (2000, 8, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept this as long as they follow through with what they are sayingThe only reason I had to resort to solve my matter in this way was because you never could get anyone with the company to give you direct and correct information IF they do not follow through as they have stated, I will be contacting you again Complaint Response Date bumped because: Data Base Migration

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] I would like to thank the Revdex.com as well [redacted]

? Complaint: [redacted] I am rejecting this response because: I was not informed of the promotion about the flyer until I was already set up on services and my bill was changed without my knowledgeI have not been with the company for even months for them to apply the amount for the phone service which I again was not informed about as well? I also oppted out of automatic bill pay on my account because every time I looked at my bill it was a different amount than agreed upon? The flyer never reflected on it that you had to be a direct tv customer to qualify for the promotion and I was not informed until they already billed my account? Every time I tried to fix my account the staff always tried to remind me what my bill was even though I stated I understood what they were trying to bill me but that because of lack of communication between support staff and the company my bill NEVER refelected what was promised to me? .? Sincerely, [redacted]

Thank you for bringing [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe 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 customersCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by [redacted] on June 27, Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesCustomers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soViaSat understands that the service is not going to meet [redacted] needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account [redacted] bill cycles on the 28th of every month so he will want to contact customer service at [redacted] on July 27, and reference ticket number [redacted] to have the account disconnectedThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedOur records show that Mr [redacted] is receiving ViaSat’s Exede - GB service plan at $a month, ViaSat’s Easy Care plan for $a month plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly Priority Data allowance for use at regular download speeds up to Mbps, and upload speeds up to MbpsIt is our goal to provide Mr [redacted] with the best internet experience possibleHowever, 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 equipmentSpeeds can also be affected by programs that are running in the background, the use of virtual private networks, the router and the activities a customer engages in on the internetSome of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may varyThis is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed ViaSat has sent two service calls to Mr***’s house in the past few weeks, once replacing the modem and the second time replacing the triaIt has been documented by the technician that Mr [redacted] is receiving up to mbps during the day but drops significantly during our peak timesThere is no equipment issue and this is due to congestion on the beam during those times which is documented in the customer agreementWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionViaSat will agree to place $off for months to the account as a resolutionThank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing Mr [redacted] ’s response to ViaSat’s attentionOne of our Corporate Care agents [redacted] reached out to Mr [redacted] and advised that the refund of $had been issued and it can take 3-business days to show up [redacted] also placed a call for a technician to come to Mr [redacted] ’s home today May 6, ViaSat has checked and the last status was that the technician was onsite and completed the job today May 6, and moved the system from one building to another building on the same propertyThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’ complaint to ViaSat’s attentionWe apologize for any confusion this situation may have causedMr [redacted] contacted ViaSat on July 25, 2016, to discuss the connectivity of his ViaSat accountDuring his conversation, Mr [redacted] was advised that the issues with his services were due to an outage in his locationMr [redacted] did not request the disconnection of his account at this timeOn August 8, 2016, Mr [redacted] contacted ViaSat due to the charge of $to his payment method on fileMr [redacted] informed the ViaSat representative that his ViaSat account should have been disconnected and that this was not a valid chargeThe ViaSat representative informed Mr [redacted] that we did not receive any contact from him regarding the request to have his account disconnect and therefore, these charges were validIn order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to refund the charge of $to Mr***’ payment method on fileMr [redacted] should receive his refund in three to five business daysIf he does not, 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: I signed a contract to get serviceI expect something in writing, telling me that the contract has been satisfactorily ended.? Does any other business suggest that a voice over the phone line is a legal ending to a contract? If so, I'd like to know about it.? My next step is probably going to be looking at the ramifications Sincerely, [redacted]

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat does not recommend certain gaming or the use of Virtual Private Networks (VPN) applications with ViaSat’s service Customers are informed at the time of sale that ViaSat’s service may not work well with gaming and VPN applications In addition, Section of the Customer Agreement signed by Mr [redacted] on July 20, 2015, clearly states, “Please note the following limitations applicable to the use of the Service: If you are receiving the Service through a WildBlue Plan, VOIP services may not work Live multiplayer games over the Internet may have very poor performance with the Service Some multiplayer games may not work at allVirtual Private Network and Remote Computer access may be very slow with the Service Some Virtual Private Networks may not work at all.” ViaSat understands that the service is not meeting Mr [redacted] ’s needs or expectations when it comes to online gamingViaSat also understands that there were some damages done to Mr [redacted] ’s new homeIn order to arrive at a resolution ViaSat is willing to let Mr [redacted] out of contract with no early termination feesAlong with that ViaSat has issued a damage claim to the Home Service Provider who installed Mr [redacted] so that there can be a resolution there as wellWhen Mr [redacted] is ready to have the services disconnected he can contact customer care at [redacted] and reference ticket number [redacted] to have the account disconnected with no feesDuring this phone call Mr [redacted] will be read the disclosuresMr [redacted] will be hearing from someone regarding the damages that were done to his homeThank you for allowing ViaSat the opportunity to respondTell us why here

Initial Business Response / [redacted] (1000, 6, 2015/09/01) */ Thank you for bringing Ms [redacted] ' complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedMs [redacted] contacted ViaSat on July 1, to disconnect her account due to moving and not retaining servicesAt the time of disconnection Ms [redacted] ' had no address to send the box and label toViaSat sends the box and label to the account address on file once the account is disconnected as a courtesy through UPS; it is still the customer's responsibility to make sure the equipment is returned within days after disconnectionOn August 3, ViaSat charged Ms [redacted] ' for the non-returned equipmentViaSat did not hear back from Ms [redacted] ' until August 21, that the address needed to be updated, and at this time the address that was given was not a valid address so the box and label could not be sentOn August 25, the account and balance was sent to an outside collection agency due to no payment and no equipmentViaSat received another call from Ms [redacted] ' on August 28, and Ms [redacted] ' was able to provide a valid address where the box and label could be sentMs [redacted] ' will be receiving the box today September 1, In order to arrive at a resolution ViaSat has removed Ms [redacted] ' from collections and made sure the account balance is $Ms [redacted] ' will want to make sure she sends back the modem; ViaSat has waived the tria charge from the accountThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the response although the documentation is not the truth I was in the house for almost a month following my cancellation of service at no time did I tell them I did not have a address The advised they sent box(s) to my [redacted] address but could never provide UPS tracking number showing it was sent I had requested additional boxes and not sent, infact when I called back the agent advisesd they could not find documentation of it being sent I will return all equipment as soon as I receive a box which was requested for a 3rd or 4th time It will be sent promptly I also advised I would send in my personal box and they advised no Thank you

We apologize for this confusionThe payment collected of $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 daysThank you