ViaSat

Thank you for bringing Ms***’s complaint to our attention? Ms [redacted] is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p? 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? Our review of Ms***’s account shows that she ordered service through Viasat’s Online Order Entry function on November 1, 2017, and did not contact Viasat’s Sales DepartmentViasat’s Online Order Entry function provides customers all information pertinent to the service plan they are choosing? Ms [redacted] contacted Viasat on March 26, because she was experiencing slow speedsThe Viasat representative advised Ms [redacted] that she had reached the GB? threshold, per the Unlimited Data Policy, and that her usage would reset on April 16, ? Ms [redacted] contacted Viasat via email on March 27, to advise that she was dissatisfied with the serviceThe responding Viasat representative explained to Ms [redacted] that she was on an unlimited data plan, and reviewed the Unlimited Data Policy ? At this time, Viasat feels that all appropriate information has been given to Ms [redacted] regarding her Unlimited Data Silver service planAs such, Viasat does not agree to waive her early termination fees if she chooses to move forward with disconnecting her serviceIf Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Service Department at 1-855-463-? 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 caused [redacted] reached out to Mr [redacted] on Friday May 20, and again Saturday May 21, Based on a review of Mr [redacted] needs, [redacted] arranged to? have a Liberty plan built for Mr [redacted] disconnected Mr [redacted] Exede business plan and re-provisioned his existing system for the Liberty plan over the phoneEverything went fine and Mr [redacted] was happy with the outcome [redacted] fully explained the? service rules and Mr [redacted] indicated he understoodMr [redacted] was happy with the? resolution and indicated he would contact the Revdex.com to let them knowThere was a refund of $processed? today May 23, in which Mr [redacted] should see within 3-business daysThank you for allowing ViaSat the opportunity? to respond

Thank you for bringing Mr [redacted] rebuttal to our attention As previously stated, the Viasat Wireless Gateway (VWG) services were launched in February 2018; however, they are currently not available nationwide and are being launched in segmentsIt’s not uncommon in the telecommunications world to have different plans and packages available in different areasViasat does not have a defined timeline for when the VWG products will be available in certain areas or all customers Viasat still does not agree to waive Mr [redacted] early termination fees of $in full; however, Viasat has agreed to waive half of the chargeThis has been processed as of April 30, 2018, leaving Mr [redacted] responsible for early termination fees of $ Thank you for the opportunity to respond

? Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] When getting this internet service I had been told by direct t.vand excede that it would be bundle after a couple of months? Everything was done over the phone? When the service guy came out to hook up internet I was not here my husband was here? He did not leave any type of information and took my computer and hacked into my computer? When I had called excede about the internet usage I did what they had said to reduce usage which did nothing? I do not use netflix number one? I check e-mails and I do go onto face book? I do not download games I do have a few I play on face book? As for automatic updates I have cancelled those? Yesterday the 24th I had no internet service what so ever? This morning I do have service? As for the billing I had been told by both companies in the beginning that this was a bundle deal? Which means put together as one? I was told the last time that, that is just advertising? ADVERTISING!!!!!! ? Even when I do have time the system is slow? Never once when I had Dish did I have this problem? Never once did I not have internet same amount of time? So there have been two times already I have had no internet service did not feel like once again calling excede wondering why? ? The last time I called about not having service the representative was arguing with me telling me I had service when I was on my computer and it was stating I had no service called back and I was told something about the satellites being out? So I am tired of calling and getting no where? Different answer's each time no one knowing what they are talking about and getting hung up on? Even the supervisor getting nasty on of course bringing up a contract? I am not satisfied with this service have not been since I have had it? I had Dish network for years never had a complaint? Great service? The only thing they went up on the bill and I was trying to save money? All I have had with this company is bad customer service, bad internet service and the usage getting used up?

Thank you for bringing Mr***’ complaint to our attention Mr [redacted] is currently receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides GB of monthly Priority Data, download speeds up to Mbps, and upload speeds up to Mbps 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 speedViasat discloses at the point of sale and in its Customer Agreement, signed by Mr [redacted] on May 20, 2016, that speeds may vary and are not guaranteed Our records show Mr [redacted] contact Viasat several times regarding the speed of his service between February 26, and March 1, On numerous occasions, Mr [redacted] was informed that his service was being impacted by network congestion in his areaAdditionally, Mr [redacted] was provided with goodwill credits totaling $for his speed concerns On March 1, 2018, Viasat’s Corporate Resolution Team (CRT) received an email from Mr [redacted] regarding the speed of his service and network congestion in his areaA CRT representative attempted to reach out to discuss the matter with Mr [redacted] and confirm that his service was, in fact, being impacted by network congestion, but there was no answer and no opportunity to leave a messageThey attempted to reach out to Mr [redacted] again on March 2, 2018, but were still unable to reach him In response to this complaint, Viasat reviewed Mr***’ account and determined that he is receiving speeds within advertised range during the daytime hours Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] response to our attention.Viasat’s records are based on account history and interactions with Viasat representativesWe apologize if Ms [redacted] believes these records are inaccurate in their presentation.? At this time, Viasat believes that all appropriate action has been takenMs [redacted] waiver for half of the early termination fees has been applied as of May 3, 2018.? 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 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 [redacted] ’s complaint to our attention The Customer Agreement, signed by [redacted] on June 16, and available at exede.com/legal, advises that ViaSat will not provide a prorated refund for any prepaid fees regardless when the service is terminated Our records show [redacted] contacted ViaSat on May 12, because she was going to have repairs done to her roof, and would need a service call for the dishThe ViaSat representative informed [redacted] of all service call disclosures before ordering a service call scheduled for May 23, ViaSat’s Home Service Provider (HSP) contacted [redacted] on May 23, because the technician was unavailable to fulfill her appointmentThere was no answer and a message was left [redacted] called the HSP back the same day, at which time her appointment was rescheduled to May 27, The technician went out on the scheduled appointment date, and removed [redacted] ’s dish from her roof per her request [redacted] informed the HSP on June 4, that she would call ViaSat to order another service call once the repairs to her roof had been completed [redacted] called ViaSat on June 7, to order a service call to have her dish reinstalledThis service call was scheduled for June 20, On June 10, 2017, the HSP contacted [redacted] to advise that the technician would be out in her area on June 14, 2017, and to see if they could reschedule her for a sooner date [redacted] declined the offer as she was out of town On June 20, 2017, ViaSat collected a payment of $from [redacted] for her monthly service feesThe HSP called [redacted] the same day to advise that the technician could not fulfill her work order on the appointment date, and to reschedule her appointment [redacted] declined rescheduling and advised that she would be going with a local service provider [redacted] called ViaSat the same day, at which time her account was disconnected, per her request On July 29, 2017, [redacted] called ViaSat to inquire about a refund for her monthly service fees, at which time she was informed that ViaSat did not issue a refund for unused services As resolution to this complaint, ViaSat has issued a refund of $to [redacted] ’s payment method as of August 1, [redacted] should be informed that it may take her three to five business days from the issue date for her to see it deposited into her account Thank you for the opportunity to respond

Thank you for bringing [redacted] ***’s rebuttal to our attention Review of the account shows that ViaSat successfully updated [redacted] ***’s account on October 5, 2017, the same day [redacted] issued her rebuttalIt may take up to 24-hours for account changes such as a name update or correction to roll out into all systems Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat 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 is also addressed in the Customer Agreement signed by Mr [redacted] on December 22, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfaction Mr [redacted] was receiving ViaSat’s Liberty 12GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with 12GB of monthly priority data, download speeds up to 12Mbps, and upload speeds up to 3MbpsPursuant 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 Liberty plans also provide customers with a Liberty Pass, which offers customers download speeds up to 1-Mbps once they have exceeded their monthly priority data Our records show Mr [redacted] called ViaSat on December 25, because he had reached 100% of his monthly priority dataDuring this conversation, a ViaSat representative reviewed Mr [redacted] data consumption with him, reminded him of the Data Allowance Policy, and provided tips on how he could reduce his data consumption through the monthThe ViaSat representative also advised Mr [redacted] that ViaSat provided customers with a usage monitoring tool online at my.exede.net Mr [redacted] called ViaSat again on December 26, 2015, at which time a one-time removal from slowed speed was processed, and he was provided with 5GB of free additional dataAt this time, a ViaSat representative once again reviewed the Data Allowance Policy with Mr [redacted] On December 29, 2015, Mr [redacted] called ViaSat to disconnect his account because the data was not meeting his needsAt this time, Mr [redacted] was reminded of his signed Customer Agreement and the applicable early termination feesThis information was reaffirmed by a supervisor when Mr [redacted] was transferred to one, per his requestMr [redacted] account was disconnected the same dayViaSat received Mr [redacted] modem and transceiver on January 8, On January 24, 2016, ViaSat charged Mr [redacted] $for early termination fees and 2GB of additional data Mr [redacted] purchased on December 26, This payment failedThe account was sent to outside collections on February 23, Mr [redacted] called ViaSat the same day regarding the collections notice he’d received, at which time he was reminded of the 24-month minimum service term and associated early termination fees In order to come to a resolution regarding this complaint, and as recognition of Mr [redacted] short term as a ViaSat subscriber, ViaSat will agree to remove Mr [redacted] account from collections with the balance due waived in fullThis request has been escalated as of February 29, Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedOur records show Ms [redacted] is receiving ViaSat’s Exede Freedom GB service plan at $99.99, plus applicable taxes and a $monthly lease fee This service plan provides customers with a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsThe service plan also comes with a Late Night Free Zone from 12:AM to 5:AM, local time, at which time unmetered data is provided at no extra costCustomers 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 May 8, (also available at [redacted] )Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system 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 filesThe Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber’s data planWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageIn July 2014, ViaSat updated the data usage meter to provide customers with a simpler view of their usage; however, ViaSat did not change the way data consumption is calculated on ViaSat’s Exede networkViaSat consistently measures its customers’ data and provides customers access to view his or her date usage through ViaSat’s data usage meter available at [redacted] While Ms [redacted] can engage in the activities described in her plan usage details (e.g., streaming videos and music, web browsing, etc.), her activities are limited by the monthly data allowance of the plan she has purchased, pursuant to the Data Allowance Policy as described aboveBased upon the browsing history provided in his complaint, Ms [redacted] ’s data consumption is consistent with ViaSat’s recordsCurrently, Ms [redacted] has used GB of her allotted GB planThe majority of her usage has been consumed by Media, more specifically [redacted] If Ms [redacted] continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activityIn response to this complaint, ViaSat internally escalated Ms [redacted] ’s account concerns on August 9, to ensure that her usage meter is working properlyAt this time, ViaSat has not found any issues with Ms [redacted] ’s usage meterThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any frustration he [redacted] have experienced with ViaSat The Customer Agreement, signed by Mr [redacted] on July 10, and available at exede.com/legal, states that ViaSat will not provide customers with a prorated refund for any prepaid fees regardless of when the service is terminatedCustomers are reminded of this when they elect to disconnect their service Our review of Mr [redacted] 's account shows that he contacted ViaSat on [redacted] 13, because he was unable to connectAt this time, the ViaSat representative guided Mr [redacted] through troubleshooting; however, the issue persisted and a service call was ordered for Mr [redacted] This service call was completed on [redacted] 15, with the technician replacing the cable between Mr [redacted] 's dish and ground blockThe ViaSat technician also attempted to go back out to Mr [redacted] 's home between [redacted] 22, and [redacted] 30, for a follreview, but Mr [redacted] was out of town on businessOn [redacted] 30, 2015, Mr [redacted] 's account was disconnected, per his request The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term On June 12, 2015, ViaSat collected a payment of $for Mr [redacted] 's early termination fees ($194.00), a charge for the [redacted] 15, service call ($30.00), and applicable taxes ($15.93)Mr [redacted] called ViaSat on June 13, to request a refund for his unused monthly service fees, at which time he was reminded that, pursuant to the Customer Agreement, ViaSat did not refund for unused services In order to come to a resolution regarding this issue, ViaSat will issue a refund for the following days of his monthly service, during which he was unable to use the service either due to connectivity issues or because his account was disconnected: [redacted] 13, - [redacted] 15, [redacted] 30, - June 11, This is a total refund of $that will be issued back to Mr [redacted] 's payment method as of today, June 17, Mr [redacted] should be advised that it [redacted] take 3-business days for him to see the amount deposited into his 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 the technical aspect of resolution is satisfactory to me, which is the $has been returned to my accountHowever, ViaSat did not acknowledge the reason why this was escalated to the Executive Escalations team and the Revdex.comThey acknowledge this was a failure of their billing system, however they do not acknowledge the failure of their customer service representative or the customer service manager I spoke to that refused to resolve this issue and refund the $95, which clearly was charged to me in error as stated by ViaSat in their response letterFiling a complaint with the Revdex.com should not be necessary to resolve an issue like this, this appears to be an epic failure on the part of customer service systems and policy and an inefficient use of time of all parties involved Sincerely, [redacted] ?

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMs [redacted] indicated that she has been experiencing connectivity issuesOur records show Ms [redacted] last contacted ViaSat on November 1, 2015, stating that she has intermittent connectivityViaSat’s customer care representative started troubleshooting with Ms [redacted] ; however, the troubleshooting steps did not correct the issue so a service call was scheduled at that timeViaSat has not been made aware of any further connectivity issues since November 1, when Ms [redacted] called inThe Customer Agreement advises that ViaSat does not guarantee service to be uninterrupted or error-free Service may be interrupted from time-to-time for various reasons including but not limited to weather conditions at the customer’s home or gateway locationViaSat understands that Ms [redacted] may still be experiencing connectivity issuesIf so, Ms [redacted] may contact ViaSat Customer Care at ###-###-#### and we would be more than happy to assist with troubleshooting by phoneIf ViaSat’s customer care representative is unable to correct the issue by phone ViaSat can send a technician to the home and will waive the $service call charge Should Ms [redacted] wish to disconnect ViaSat will agree to waive half of the early termination feesThank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing Mr [redacted] ’s complaint to our attention The Customer Agreement, signed by Mr [redacted] on May 11, and available at exede.com/legal, advises that customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesA [redacted] box with a prepaid return shipping label is delivered to a customer’s home address within a week after their disconnection, and it will include return instructions Our records show Mr [redacted] called ViaSat on March 6, to disconnect his account, at which time he was reminded of the equipment return requirementsDuring this conversation, Mr [redacted] informed the ViaSat representative that he would need assistance with removing the transceiver from the dishUnfortunately, the ViaSat representative failed to order a service call as requested by Mr [redacted] We apologize for any frustration this may have caused him to experienceHis account was disconnected the same day On April 4, 2017, Mr [redacted] called because a technician had not come out to fulfill his service call and [redacted] had attempted to pick up his equipment return kitAt this time, a service call was ordered and scheduled for the afternoon of April 7, Our records show ViaSat’s technician went out to Mr [redacted] ’s home on the scheduled date but at an earlier time, but Mr [redacted] was unavailableThe ViaSat technician contacted Mr [redacted] , who advised that he would be available between 3:PM and 4:PM, local timeUnfortunately, the technician had gone to another job and advised Mr [redacted] that he would be unavailable for that timeframe Later the same day, ViaSat’s Home Service Provider (HSP) reached out to Mr [redacted] to inform him that the technician could be back at his home between 5:PM and 6:PMWhen Mr [redacted] informed the representative that the timeframe did not work with his schedule, the HSP attempted to schedule the appointment for another day, but Mr [redacted] was unsure when he would next be available ViaSat received a call from Mr [redacted] on April 7, regarding his appointmentAt this time, Mr [redacted] was informed that his service call could be rescheduled for a different date and time, but Mr [redacted] declined this offerWhen Mr [redacted] requested to be compensated for the time he took off work, he was correctly informed that ViaSat would not do so, at which time his call was transferred to a ViaSat supervisor, per his request During his conversation with the ViaSat supervisor, Mr [redacted] was informed that they would waive the cost of the unreturned transceiver so he did not have to worry about returning it within the 30-day timeframe, but that he would still need to return the modem within the timeframeUnfortunately, the supervisor’s request to waive the unreturned transceiver fee was denied on April 10, We apologize for any frustration this may have caused Mr [redacted] to experience The HSP attempted to contact Mr [redacted] an additional eight times to reschedule his appointment, to no avail, between April 7, and April 14, On April 12, 2017, ViaSat collected a payment of $in unreturned equipment fees from Mr [redacted] Mr [redacted] called ViaSat on April 13, regarding the charge, at which time he requested to speak to a supervisorDuring his conversation with the ViaSat supervisor, Mr [redacted] was informed that the equipment fee waiver request had been denied, and that he was required to return ViaSat’s modem and transceiver within days, per the Customer AgreementWhen Mr [redacted] advised of his service call experience, the supervisor informed him that they would review his service call order and call him backUpon review of the service call notes, the ViaSat supervisor called Mr [redacted] back and offered to reschedule the appointmentMr [redacted] declined the offer and requested to speak with ViaSat’s Corporate Resolution Team (CRT)A callback request was escalated to a CRT representative for resolution On April 14, 2017, a CRT representative reached out to Mr [redacted] to discuss his concernsAt this time, Mr [redacted] confirmed that he had been contacted several times by the HSP, but had declined to answer the callsThe CRT representative offered to reschedule the appointment for Mr [redacted] so a technician could retrieve the transceiver from the dish, and advised that no refund would be issued until the equipment was returned As resolution to this complaint, ViaSat will agree to issue a refund of $for the unreturned transceiver feeThis refund has been issued to his payment method as of April 17, Mr [redacted] should be advised that it may take to business days from the issue date for him to ssee this amount deposited into his accountThe charge for the unreturned modem will not be returned to Mr [redacted] until the modem and transceiver have been returned to ViaSat Thank you for the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.) I would accept it but I called the number and gave a person named [redacted] the reference number and she informed me that there was nothing in the file that stated I would be waived the early termination feesShe also told me there wasn't a supervisor that she could connect me to She wouldn't disconnect my serviceI also want my refund mailed to me in a check since I do not have the card any longer that was on this accountI am so fed up with this companyI want it disconnected now and my early termination fees waived and my money refunded by a check

[A default letter is provided here which indicates your acceptance of Arbitration If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] ,and find that arbitration is necessary Sincerely, [redacted] ? ?

Thank you for bringing [redacted] ***s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt 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 signed by [redacted] ***s on October 13, and available at [redacted] We apologize if [redacted] ***s feels these points were not communicated to their satisfactionViaSat understands that the service was not meeting their needs or expectations so the account was disconnectedIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account; however, no refunds will be issued to the account as the services were used [redacted] ***s will be receiving a prepaid shipping label and box courtesy of UPS to send back two (2) pieces of equipmentThey will want to follow the detailed instructions and diagrams an send back the two (2) piecesFailure to send back the equipment will result in a charge of $for each non-returned piece not including taxesThank you for allowing ViaSat the opportunity to respondTell us why here

Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ Thank you for bringing Ms***'s complaint to ViaSat's attentionViaSat apologizes for any inconvenience this may have causedMs [redacted] called on July 8, to disconnect her account and at that time requested that the box and label be sent to a PO Box address, unfortunately boxes and labels cannot be sent to a PO Box addressOn July 9, a ViaSat representative attempted to reach Ms [redacted] to update the address but had to leave a messageOn August 12, ViaSat charged Ms [redacted] $for the non-returned equipmentOn August 21, ViaSat received back Ms***'s equipmentMs [redacted] contacted ViaSat on August 28, to discuss the charges and the refund the ViaSat representative advised that a refund ticket was placed and per the process the refund can take 14-business daysMs [redacted] requested a supervisor and at that time no supervisor was available so a call back request was placedA ViaSat supervisor attempted to reach Ms [redacted] on August 28, but was unable to as the phone number was not taking incoming callsIn order to arrive at a resolution ViaSat has expedited the refund today August 31, and Ms [redacted] will see the refund of $within 3-business daysMs [redacted] can fax her running bank statement showing the overdraft charges caused by ViaSat's charge to XXX-XXX-XXXX and contact customer service at XXX-XXX-XXXX once the fax is sentThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want it known that at no time did anyone attempt to contact me! My number has not changed and has never "not been excepting in coming calls" I want a respresentative of the company to contact me directly!!! It is ridiculous to expect me to sit on hold for another 30+ minutes again!!! I can be reached at XXX-XXX-XXXX or XXX-XXX-XXXX any time from 8am - 5pm!! I will expect that someone will contact me once I send the bank statement showing my over draft fee's and not for me to have to contact them again!!! I also was not told when I disconnected the service that the box could not go to a PO Box I have had boxes bigger than that send via USPS to my box The Post office just holds it for my pick up So that is just a big fabrication to cover for their error!!! I have attached my bank statement that can be sent to the company and I will expect the refund of the overdraft fee's that were charged to my account because of their negligence Also had they expedited the refund I would be able to see it on my bank account as a pending transaction and I do not see that Final Business Response / [redacted] (4000, 9, 2015/09/02) */ Thank you for bringing Ms***'s response to ViaSat's attentionMs [redacted] will not see a pending refund on her account right awayViaSat issues the refund and Ms [redacted] will see the refund back to her account within 3-business days as stated in the previous responseViaSat did receive a spreadsheet from Ms [redacted] showing overdraft chargesViaSat will always request the actual bank statement showing the overdraft charges, but has made an exception to issue a refund back using this spreadsheetViaSat has issued a refund for the $for the overdraft charges today and Ms [redacted] will see this refund within 3-business daysViaSat feels this resolution adequately addresses Ms***'s concernsThank 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 ViaSatOur records show Ms [redacted] called ViaSat on January 16, because she was experiencing a connectivity issueAfter troubleshooting, it was determined that a service call would be required in order to resolve her issuesA complimentary service call was ordered for Ms [redacted] ; however, there were no dates available for schedulingTwo additional attempts to order and schedule a service call for Ms [redacted] were made with the same resultsMs [redacted] was provided with a credit of $for the inconvenienceSubsequently, Ms [redacted] requested that her sales channel be changed to a local dealer in her areaOn January 17, 2016, the previous service call orders were cancelled, per the sales channel change process; however, it was determined that the sales channel change request had not been created properly, and if was subsequently rejectedWe apologize for any issue this may have caused Ms [redacted] to experience ViaSat received another call from Ms [redacted] on January 17, 2016, at which time she requested to speak to ViaSat’s Customer Advocate Team (CAT)Unfortunately, the team was unavailable to speak with Ms [redacted] at this timeWhen Ms [redacted] asked for a direct number to CAT, she was correctly advised that no number could be provided, and asked to call back the following morning to speak with a member of the teamOn January 18, 2016, Ms [redacted] called ViaSat again regarding her service call, at which time she was provided with the contact information for local dealers in her areaOn January 19, 2016, Ms [redacted] called ViaSat again regarding her service callAt this time, a second sales channel change request was created and she was provided with a goodwill credit of $for her frustrationsOnce again, this request was not created properly, causing it to be rejectedA fourth service call was created the same day; however, there were still no calendar dates available, nor was there anyone in Ms [redacted] ’s area to perform her service callIn response to this complaint, ViaSat internally escalated Ms [redacted] ’s issue for review and resolutionOn January 21, 2016, ViaSat’s Home Service Provider contacted Ms [redacted] to schedule her appointment for January 22, We apologize for any frustration Ms [redacted] may have experienced.? We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms [redacted] ’s complaintThank you for the opportunity to respond Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSatOur records show Ms [redacted] called ViaSat on January 16, because she was experiencing a connectivity issueAfter troubleshooting, it was determined that a service call would be required in order to resolve her issuesA complimentary service call was ordered for Ms [redacted] ; however, there were no dates available for schedulingTwo additional attempts to order and schedule a service call for Ms [redacted] were made with the same resultsMs [redacted] was provided with a credit of $for the inconvenienceSubsequently, Ms [redacted] requested that her sales channel be changed to a local dealer in her areaOn January 17, 2016, the previous service call orders were cancelled, per the sales channel change process; however, it was determined that the sales channel change request had not been created properly, and if was subsequently rejectedWe apologize for any issue this may have caused Ms [redacted] to experience ViaSat received another call from Ms [redacted] on January 17, 2016, at which time she requested to speak to ViaSat’s Customer Advocate Team (CAT)Unfortunately, the team was unavailable to speak with Ms [redacted] at this timeWhen Ms [redacted] asked for a direct number to CAT, she was correctly advised that no number could be provided, and asked to call back the following morning to speak with a member of the teamOn January 18, 2016, Ms [redacted] called ViaSat again regarding her service call, at which time she was provided with the contact information for local dealers in her areaOn January 19, 2016, Ms [redacted] called ViaSat again regarding her service callAt this time, a second sales channel change request was created and she was provided with a goodwill credit of $for her frustrationsOnce again, this request was not created properly, causing it to be rejectedA fourth service call was created the same day; however, there were still no calendar dates available, nor was there anyone in Ms [redacted] ’s area to perform her service callIn response to this complaint, ViaSat internally escalated Ms [redacted] ’s issue for review and resolutionOn January 21, 2016, ViaSat’s Home Service Provider contacted Ms [redacted] to schedule her appointment for January 22, We apologize for any frustration Ms [redacted] may have experienced.? We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms [redacted] ’s complaintThank 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 meI will agree to the initial $installation fee since the early termination fee is waived in its entiretyI will also return the specified equipment to the business Sincerely, [redacted] ?