ViaSat

Complaint: [redacted] I am rejecting this response because:Vista was also under contract to provide a serviceThey were repeatedly called and would disconnect phone calls in till after the warranty periodThen they would come out for a feeThis is a scam and extortion ring Sincerely, [redacted]

ViaSat understands [redacted] ’ rebuttal; however, each time she has made contact with ViaSat regarding the slow speeds she was experiencing when not over her usage, she was unwilling to troubleshoot with our representativesCurrently, [redacted] has gone over her usage and her account is in Liberty PassHer usage will reset on June 20, Again, as she is within Liberty Pass time, she will have speeds that vary based on the time of day and her geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair a customer’s ability to use the internetIf [redacted] wishes to have troubleshooting steps performed once her usage has reset to zero, please have her contact ViaSat’s 24-Hour Customer Service at [redacted] Thank you

Thank you for bringing [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 signed by [redacted] on February 24, and available at exede.com/legalWe apologize if [redacted] feels these points were not communicated to her satisfactionViaSat 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 should [redacted] wish to disconnect [redacted] is still responsible for the current balance of $that is on the account [redacted] will also receive a prepaid shipping label and box courtesy of [redacted] once the account is disconnected to return two pieces of equipment which will be discussed at the point of cancellation When [redacted] is ready to disconnect she can contact Customer Care at [redacted] and reference ticket number [redacted] to have the account disconnected and the early termination fees waivedThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused On November 12, 2016, Ms [redacted] ’ contacted ViaSat to request the disconnection of her ViaSat as she was relocating and need to create a new account The new account was activated on November 23, 2016, but her old account was not disconnected until November 15, 2016, due to the pending order.? ? ViaSat collected a onetime payment of $from Ms [redacted] ’ original account ( [redacted] ) on November 8, As the new account was activated on November 23, 2016, ViaSat collected a onetime payment of $for the first month of services on November 24, Additionally, Ms [redacted] was given $off her monthly services for twelve months beginning December 1, Ms [redacted] contacted ViaSat December 6, 2016, to discuss the charge on her original account and request a refund for the duplicate chargesDuring this conversation, Ms [redacted] was educated that a request would be escalated and it could take seven to fourteen business days before completedSince this date, Ms [redacted] has been waiting eleven business days for the duplicate refund In response to this complaint, and as a gesture of good faith, on December 21, 2016, ViaSat issued the refund of $to the payment method on fileMs [redacted] should receive the refund within three to five business daysIf she does not, please have her contact ViaSat’s 24-hour Customer Service at ###-###-####.? Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 4, 2015/12/11) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this [redacted] have causedAt the time of sale Ms [redacted] selected the Essential 10GB plan which runs $and there is a charge of $for the lease fee which is for the equipmentViaSat's corporate office was able to locate the sales call and listened and when the disclosures were read to Ms [redacted] she was informed that the service was $plus a lease fee charge of $making the total $and this was advised to Ms [redacted] earlier in the sales call as wellThe monthly charge will be $not including local taxesViaSat does not agree to waive any early termination fees should Ms [redacted] wish to disconnectThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a lieThe sales associate said it was 39.99, yes trueHe also said for equipment lease during service agreement spielI said, wait (because I knew before we got started that I was not willing to pay more than $for gbs) is it plus or total? I asked because the details aren't discussed until closing the sale, upon which the sales people elaborate that no, it's not really The only difference is that I asked him to clarify, upon which he conceded and specificied, Yes it is total, pause, a month, uhh hmIt is on the recording and if they honestly reviewed it then they could not possibly deny what me and the salesman discussedI know they have a script but I interrupted him to ask questions and in doing so he changed the terms and it was those modified terms that I agreed toIf it was beyond his duties as a sakes man, then perhaps he should have said, no ma'amIts and for equipmentHe did not, perhaps because he knew full well there would be no recourse for meIf the could prove to me that I simply "misunderstood" and would send the transcript of the conversation, then I would retract my complaintMistakes happen, but in this case I know what I said, I know what he respondedHe lied and whoever reviewed the original sales pitch is also dishonest Final Business Response / [redacted] (4000, 8, 2015/12/22) */ Thank you for bringing Ms [redacted] 's rebuttal to our attention Ms [redacted] is currently receiving the Exede Essential 10GB plan at $a month, plus applicable taxes and a $monthly equipment lease fee Our review of Ms [redacted] 's November 20, sales call shows that, initially, she was offered the Exede Essentials 10GB plan and monthly equipment lease fee at the correct and total pricing of $a monthUnfortunately, when giving Ms [redacted] a final overview of the billing, the sales representative advised Ms [redacted] that she would only be charged $total: $for the Essential 10GB plan plus the $monthly equipment lease feeWhen Ms [redacted] asked if that would be her monthly price, the sales agent confirmed it would beMs [redacted] moved forward with ordering the service; the ViaSat equipment was installed at her home on November 25, Ms [redacted] contacted ViaSat twice via email on December 1, regarding her bill as it did not reflect what she had been quoted at the point of saleThe responding ViaSat representative educated her on the billing, and advised that her service plan was $a month, plus applicable taxes and the $monthly equipment lease feeViaSat received a call from Ms [redacted] on December 9, regarding her bill, at which time the same information regarding her bill and her monthly service fees was provided to her We apologize for any frustration Ms [redacted] have experiencedIn order to come to a resolution regarding this complaint, ViaSat is willing to offer Ms [redacted] either a discount of $off her bill per month for months, or disconnection of her account with her early termination fees waived in full, provided that she disconnect prior to January 28, If Ms [redacted] chooses to disconnect her account, she will be responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to her home address If Ms [redacted] would like to accept the discount of $off her bill per month of months, or would like to disconnect her account with the early termination fees waived in full, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I don't agree with this assessment; I WAS informed the termination fee would be waivedI have no reason to lie about thisIt may not be in thier notes but I'm not deaf and know what I was told.I did call in on March 10th but do NOT recall saying I was accepting the validity of this collection accountI don't think payment arrangements are agreeable at this time and I even informed the collection agency as to what was taking place at this time Sincerely, [redacted]

Thank you for bringing Mr [redacted] ’ complaint to our attention.Our records show Mr [redacted] is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease 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.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 software Because of these many variables, Viasat cannot guarantee any particular speed Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteedMr [redacted] called on December 26, because he was experiencing slow speedsAt this time, the Viasat representative informed him that his speeds were being directly impacted by network congestion.Mr [redacted] called on February 6, once again with speed concernsThe Viasat representative performed troubleshooting with Mr [redacted] , after which his speeds slightly increased, but remained slowMr [redacted] ’ call was transferred to Viasat’s Technical Escalations Department for further assistance, at which time he was informed of network congestion Mr [redacted] called on March 17, about slow speeds and was offered troubleshooting, which he acceptedAfter the troubleshooting was completed, the Viasat representative recommended a service call so a technician could review the setup of the Viasat equipment and perform additional troubleshootingMr [redacted] declined the offer of a service call; however, Mr [redacted] called again later the same day and was set up with a service call Mr [redacted] called on March 21, about slow speeds and spoke to a supervisorThe Viasat supervisor reminded Mr [redacted] of the network congestion impacting his service, and that while troubleshooting could be performed, there was nothing that could be done to alleviate the network congestionMr [redacted] declined troubleshooting.In resolution to Mr [redacted] ’s complaint, Viasat would like to offer a one-time credit for $to cover the cost of one full month of serviceThis credit has been applied as of April 4, Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation [redacted] have caused ViaSat does not recommend certain VOIP services or the use of Virtual Private Networks (VPN) applications with ViaSat's serviceCustomers are informed at the time of sale that ViaSat's service [redacted] not work well with gaming, VPN applications, or VOIP servicesIn addition, Section of the Customer Agreement signed by Mr [redacted] on January 30, 2015, clearly states, "Please note the following limitations applicable to use of the Service: VOIP services [redacted] not work over the ViaSat network if you are receiving Service through one of the WildBlue PlansReal-time or "twitch" online gaming activities [redacted] experience performance degradation over the network, including latency effectsVPN applications [redacted] not perform or [redacted] perform poorly and are not recommended." Mr [redacted] contacted ViaSat on several occasions in February regarding his servicesDuring his conversations with ViaSat's customer service representative, Mr [redacted] was advised that the Vonage services were not recommended with ViaSatMr [redacted] contacted ViaSat's Customer Service Department on February 19, to requested the disconnection of his ViaSat accountDuring his conversation with the ViaSat customer service representative, Mr [redacted] was advised of the early termination fees that would apply should he move forward with the disconnection of his account per the Customer AgreementMr [redacted] ultimately hung up on ViaSat's customer service representative as he did not agree with the early termination fees Therefore, Mr [redacted] 's ViaSat account remained active as he did not agree to the disconnection of his account per the early termination feesSubsequently, ViaSat continued to attempt to collect Mr [redacted] 's monthly payments to no availability until August as his account was disconnected due to non-paymentOn September 16, Mr [redacted] once again contacted ViaSat's customer service department to discuss the current balance owedAt that time, Mr [redacted] informed the representative that he was unwilling to return the leased equipment as he was promised a refund of charges collected previously by a third partyHowever, the representative advised Mr [redacted] that the third party did not have authority to advise of a refund owed to him as the fees were not collected by ViaSat, and they are not a direct employee of ViaSat In order to bring the complaint to resolution, ViaSat will agree to pull Mr [redacted] 's account from the collections process upon receipt of the leased equipmentViaSat will agree to send prepaid boxes and labels to his home for returnPlease advise if Mr [redacted] agrees to this resolutionViaSat, however, will not agree to refund the $Mr [redacted] is requesting as this charge was not collected by ViaSat and all other charges collected by ViaSat have been issued back to Mr [redacted] Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told in person that Exede (ViaSat) would work with no problems with vonage, It never worked, even after three attempts of their repair people coming outThey are the ones who broke my equipment and when I told them this they told me to call their Sales Manager "Steve Manuser" he said to hire a company to take care of the issues that they caused and they would reimburse meI did what I was told to do by Exedes Sales Manager; if you have a problem with this then you need to take it up with him, but are still responsible for your employees, I sent them the invoice with the proof of the damage that Exede caused to my equipmentI want to be reimbursed for that amountNot only do I want the case pulled from the collection process, I want the bill to be zeroed out, not just pulledI will send back the equipment as I said earlierWhy should I have to pay for a service that never worked, you break my equipment tell me to have some one fix it and send them the bill, which I did and now you say you won't pay Final Consumer Response / [redacted] (4200, 11, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) ViaSat broke and or disconnected my equipment when installing their equipment that never worked in the first place how could you invoiceI made several attempts in phone calls to your service department to fix the problems that I already have told you aboutI will attached the invoice proving the damage caused Final Business Response / [redacted] (4000, 13, 2015/10/20) */ ViaSat understands Mr [redacted] 's position; however, there are no notes to indicate this conversation with MrManuserAs Mr [redacted] states that MrManuser informed him to hire a company to take of the issues he was experiencing, Mr [redacted] will need to contact MrManuser regarding these chargesViaSat did not collect these fees nor advise to contact an outside company; therefore, we are unwilling to issue a refund for this chargeAll others fees as previously stated have been removed from the collections processThank you

Complaint: [redacted] I am rejecting this response because: You have broken the contract with me because I am not allowed to move my original contract service to my new location without buying a New expensive service with you which is braking my service contract with youSo no matter how different (more expensive) your new service is from my original contract that you will not honor, I am to agree to your new service or leave myour internet connection inot a house that I nof longer live in or pay forced early conciliation fees This sounds like a class actionThank you for braking my contract agreementRevdex.com, Thank you for your timeI will share my experience with everyone I know to save others from this scam.? Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/09/09) */ Thank you for bringing Mr***'s complaint to our attention In response to this complaint, a member of ViaSat's Consumer Affairs Department reached out to Mr [redacted] on September 9, to discuss his concernsDuring this conversation, it was agreed upon that if Mr [redacted] setup service through an authorized local dealer in his area, ViaSat would honor the promotion of the Liberty GB service plan at $for the first three months of serviceMr [redacted] also agreed to forward the screenshots of the websites he visited for ViaSat's review, and will be calling the Consumer Affairs representative once he has setup an account with ViaSat so the promised credits can be applied We apologize for any frustration Mr [redacted] have experiencedThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 10, 2015/12/31) */ Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused 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 December 19, (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 usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset ViaSat's service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance policyThe Data Allowance Policy applicable to MrNapier's plan 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 customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of saleIt is also addressed on the first page of the Customer Agreement, signed by Mr [redacted] (also available at exede.com/legal)ViaSat does not automatically charge customers when they go over their monthly data allotmentCustomers 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 soAlternatively, customers may utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost Mr [redacted] contacted ViaSat on fourteen separate occasions to discuss the Data Allowance Policy with a ViaSat representativeDuring his conversation with a ViaSat representative on October 23, 2015, Mr [redacted] was educated that his usage was being utilized on Software updatesMr [redacted] informed the representative that this usage was not caused by his household, but believed to be his neighborAs a gesture of good faith ViaSat applied GB's of additional usage to Mr***'s account On November 10, Mr [redacted] contacted ViaSat's customer service department again to discuss his usage and request the disconnection of his ViaSat accountDuring his conversation he was again advised of the usage, and the fees associated with the disconnection of his ViaSat account In order to bring this complaint to a resolution and as a gesture of good faith ViaSat will agree to refund the charge associated with the early termination fees; however, ViaSat does not agree to refund any charges associated with Mr***'s monthly servicesA refund of $will be issued to Mr***'s payment method on file and should be received within three to five business daysIf he does not receive this refund within this time period, please 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, 12, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Complaint Response Date bumped because: Data Base Migration

Thank you for bringing Ms [redacted] complaint to our attention.The Customer Agreement, signed by Ms [redacted] on November 25, and available at exede.com/legal, advises that customers are responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to return the equipment within this timeframe will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a UPS box, free shipping label, and illustrated instructions within a week after disconnectionAny request for a technician’s assistance in uninstalling the equipment is associated with a standard $service call fee if a customer does not have the EasyCare program.? Ms [redacted] contacted Viasat on April 7, to disconnect her satellite internet service.? The Viasat representative explained the early termination fees and requirement to return the leased equipment prior to disconnecting the account.? ? Viasat was notified on May 9, that Ms [redacted] had not returned the equipmentSubsequently, on May 16, 2018, Ms [redacted] was charged $in unreturned equipment fees.? Ms [redacted] contacted Viasat the same day regarding the charge, and advised that she had not received the equipment return kit from Viasat to return the equipmentThe Viasat representative offered a free service call to remove the equipment from Ms [redacted] property and the offer was acceptedMs [redacted] asked to speak to a supervisor and the call was transferred to oneMr [redacted] expressed dissatisfaction regarding the charge to her account, and was advised that a refund could not be provided for the charge until the leased equipment was returned.? ? A Viasat technician went to Ms [redacted] property on May 17, 2018, at which time he uninstalled the equipment and delivered it to Ms [redacted] so she could return it to Viasat.? ? Viasat was notified on June 5, that Ms [redacted] had returned the equipmentSubsequently, on June 6, 2018, Ms [redacted] was refunded $to the payment method on file.? Ms [redacted] should expect to see the refund in to business days from the issue dateAt this time, Viasat feels that Ms [redacted] issue has been fully resolved.? ? 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 point of sale, customers are advised that the speed of service is not guaranteed and may varyDue 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 router, and day-to-day activityDuring “peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkCustomers are made aware of ViaSat’s Data Allowance Policy, and the 24-month minimum service term agreement at the time of saleEach of these points are also addressed in the customer agreement signed by you on March 19, and available at exede.com/legalWe apologize if you feel these points were not communicated to your satisfactionIn order to arrive at a resolution, Mr [redacted] spoke with ViaSat’s Corporate Care team on March 26, and they agreed to waive Mr [redacted] early termination feesMr [redacted] will still be responsible for sending back the two required pieces of equipment that was discussed at the time of disconnectionShould Mr [redacted] have any questions or concerns he can contact customer care at any time 866-945-Thank you for allowing ViaSat the opportunity to respondTell us why here

Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Thank you for bringing Ms [redacted] 's complaint to our attention Ms [redacted] is a customer of [redacted] (***) [redacted] manages all functions for their customers including sales, technical service, customer service, and invoicingAs a result, we do not have access to Ms [redacted] 's account In order to expedite a response to Ms [redacted] , we have forwarded her complaint to our contact at [redacted] for handling 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 meThis event put in place should have never happenedViasat’s treatment of me as a customer is unacceptable.? Sincerely, [redacted] ?

Complaint: [redacted] I am rejecting this response because: viasat isn't looking at the whole picture, I agree with the removal assistance but I need the dish removed as wellWhy, I won't give free advertising to the company that mistreated meNow none of that is in there welcome package or is signed for etc, it's business ethics, that are still being avoided in these negotiationsYour saying I'm liable for property while under contract, the min I leave I'm no longer liable for certain parts? How can I be liable for something viasat leaves on my property? By that logic if I were to take a bag of dirty diapers & drop them off in the Carlsbad office & say you can have its yours does that make you responsible or would you call the police to have me arrested for litteringYour dish is useless in my just replaced eve on my house1500$ for new wood & paint right before we moved in back in April I have to have it taken down & have the holes filledI just want you to come get itI'll get the holes filled & paintedYour tech can grab the modem as wellIf that's OK with you Now as for the etf I have no doubt in the legalese system you feel I'm responsible for the entire thing, the offer of half is nice but if I'm going to pay you for what I used in all fairness why would I or should I pay for the etf fee? If take any contract for say services A but are unaware of something like misinformed to the contrary of what you asked for your , your contract isn't what you under the impression that you were signing after you were told services contract A is what you needBut the details of A were not none till AFTER you verbally agreed, THEN digitally agreedBasically I was told by a viasat rep that gaming was OKHe never recanted(( YOU, WHO READS THIS, DID YOU LISTEN TO THE RECORDING BETWEEN REP AND MYSELF?)) I've asked that a few times but haven't heard YOU answerViasat is responsible for his mistake, just like viasat is responsible for ***s & ***s, the manager & employee in retention department [redacted] was proven to be a liar about my email, how can you expect me to hold anything your company says as honest when one supervisor says another was lying to me? ((( I WILL NOT BE ABLE TO ACCEPT ANY CONCESSIONS UNTIL ***S & ***S BEHAVIOR HAS BEEN PROPERLY ADDRESSED )))You want me to adjust & accept your offer but you won't comment, or accept responsibility for employees who are the worst example of how to treat a customer, ironic there in retention department I'm assuming that is under the form of threat of etf No employee should lie to customers, suggest they use a ladder to get up on the roof to retrieve viasats property, CAN YOU SAY LIABILITY LAW SUIT! Oh then tell customers that viasat isn't liable for any getting down there propertyI'm sorry cox never asked me to climb a pole, why oh liabilityThe cursing in the background of the retention officeOne is forgot to mention the customer service number I was given when I originally ordered was incorrect because I ordered through a wholesale apparently, now I don't know if that has an effect on this or notBut from a customer point of view, this is one of the worst experiences I've ever hadAsk to climb a ladder , inform the person I'm disabled in a wheelchair & without skipping a beat the person asks me to send my child up the ladderARE SERIOUSLY KIDDING ME ABOUT THIS? WHY HAVE YOU NOT ADDRESSED THIS? WHY ARE NOT WEARING YOURSELF OUT APOLOGIZING? THIS IS SO UNBELIEVABLE THAT A COMPANY WOULD SUGGEST THISAND TO FIND OUT ITS A COMMON PRACTICEALL YOU WANT IS YOUR PRODUCTS & THE MONEYI WANT YOU TO SHOW THAT YOU ACTUALLY GIVE A [redacted] ABOUT YOUR CUSTOMERSTruthfully I don't want to give viasat a dime for anything since I have been lied to more than once, the other was I supposedly used gigs of data in ten daysIf I was slowed at 30, down to 3-5mb how could I have used that much? We're is the proofOf course only [redacted] could see itBut later I was told it was only gigYou want from me, but I've wronged by viasat on so many levels & your not giving up on muchAnd I know anyone in my situation would be just as upset & feel that they should be compensated for the mistreatment & the misinformation from the customer service representative Including the lies from the so called retention department I'm going to ask you the reader to listen to all the audio of my callsIf you do I think you'll understand my position far better & see more of what I'm trying to explain If you do, you can put down a few items that will prove you listened to themFrom this point, I'll be posting on social media, yelp & etc & any other I can find should this continue to go strictly business & money oriented without customers in mind Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I do not feel we should pay over dollars for service that we never had? Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/12/04) */ Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced The Customer Agreement signed by Ms [redacted] on August 21, states that monthly fees are payable in advanceCustomers are also made aware of this at the time of the saleThe Customer Agreement also authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees On August 24, 2015, ViaSat charged Ms [redacted] $for her first month of service, plus prorated fees associated with her installation date, but the payment failedViaSat was able to successfully collect this payment on August 25, On August 26, 2015, Ms [redacted] called ViaSat requesting to disconnect due to a connectivity issue she was experiencingMs [redacted] also advised that she hadn't been aware of the advanced billingDuring this conversation, the ViaSat representative explained ViaSat's billing process to Ms***, and offered her a refund and troubleshooting for her connectivity issuesMs [redacted] accepted the offers; however, before she could be transferred over to ViaSat's Technical Support Department, the call droppedWe apologize for any frustration this may have caused Ms [redacted] to experienceA refund of $was electronically issued to her payment method on August 26, ViaSat did not receive another call from Ms [redacted] until September 23, when she called to report a speed concernDuring this conversation, Ms [redacted] expressed a desire to disconnect her account, but accepted a retention offer of 50% off her bill per month for the following three monthsThe ViaSat representative also offered to troubleshoot with Ms***, but she was not at home to do soMs [redacted] was advised to power-cycle her equipment when she got homeMs [redacted] also requested that the Exede Voice service be removed from her account as she had been unable to use itUnfortunately, the Exede Voice service was not removed from Ms***'s account at this timeWe apologize for any frustration this may have caused her to experience Our records show Ms [redacted] did, in fact, receive the promised $credit on her account between September 24, and November 24, Additionally, we show that Ms [redacted] received a second $credit on her October 24, billCopies of these invoices have been included with this responseWe have also sent physical copies to Ms***'s home address for her review and records On December 1, 2015, Ms [redacted] called ViaSat because she believed she was not receiving the monthly $credit on her accountThe ViaSat representative reviewed Ms***'s billing, and incorrectly advised her that the only month she had not received the credit in was NovemberDuring this conversation, Ms [redacted] also mentioned that her Voice services were still active when they should have been disconnectedAt this time, the ViaSat representative removed the Voice product from Ms***'s account with the Voice disconnection fees waived, and escalated a refund for the $payments she'd made for the service since SeptemberTwo refunds (one of $and another of $39.98) for three months of Voice service was electronically issued to Ms***'s payment method on December 3, It can take 3-business days for these amounts to be deposited into her account Due to multiple tickets being placed onto Ms***'s account for the same refund request, Ms [redacted] was erroneously advised on December 3, that the refund request had been rejectedWe apologize for any confusion this may have caused Ms [redacted] to experience As of December 4, 2015, Ms [redacted] has received a total of $in credits from ViaSat, as well as refunds totaling $ As ViaSat has resolved Ms***'s billing issues, we do not agree to waive any portion of her Exede Internet early termination fees if she chooses to move forward with the termination of her accountIf Ms [redacted] is experiencing an issue with her internet services, she [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Some of the response from Viasat has been fabricated and I am shocked The first payment of $125.xx was charged to my account within the week of installation - which I was not told would happenI called and had it refunded and was given a free monthAlso, I never signed a contract with the companyThe first customer service rep who told me I did, informed me that I did so online, which was a bald-faced lie, as prior to my connecting with this service, I had no internet accessI was then informed by another that I had signed it upon installation, which also was untrue, as the installer never had me sign anything I was charged $September 24th, should have been halfI was charged $Oct 24th, which was correctI was charged $again Nov 24thSo twice I was charged an extra $that supposedly was turned into a credit on my accountIf I had a $credit from September, it should have been applied to Oct, basically rendering a "free" monthBut that's not the caseIt was kept, I was charged 50% and then charged a full month with a fake $credit again Since I filed my complaint, I have received ONE $credit, instead of the THREE that is owed to me, and ONE $credit, instead of the TWO $owed to me The "$160" in credits is an erroneous statement, as I was told I had TWO $creditsThese credits, as far as I'm concerned do not exist, or they would have been applied to my billThat $is what is owed to me, and needs to be returned to the bank account it was taken from Again, I want all the money that was taken from my bank account and "credited" to my account BACK where it was taken from; MY BANK ACCOUNTThese credits, need to be returned to my bank account And since there was no contract signed, releasing me from the contract should be no problemI want NOTHING to do with Viasat ever againI don't want their equipment on my house, I don't want my money going to themI want OUTI have not had a single pleasurable experience with the service and least of all the "customer service"Please, for the love of all that is good, let me out of the contract that does not exist and DO NOT charge me ETFs! Why would you force someone to be miserable with your lackluster services? I've had nothing but problems from the start! Final Business Response / [redacted] (4000, 9, 2015/12/09) */ Thank you for bringing Ms***'s rebuttal to our attention The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer's electronic signature Our records show MsLewis's electronic signature on the Customer Agreement dated April 6, We apologize for any misunderstanding regarding the electronic signature processOnce again, a physical copy of her electronically signed Customer Agreement has been sent to her as of December 4, Ms [redacted] was not charged an additional $on her November billAs previously stated, the reason for the discrepancy between her October and November bills was due to the fact that she received two $credits in OctoberMs [redacted] still received a $credit in NovemberCopies of her invoices from September-November have also been sent to her as of December 4, for her review and records Our records also indicate Ms [redacted] has, in fact, received two refunds as of December 3, The first was in the amount of $for one month of Voice serviceThe second was in the amount of $for two months of Voice serviceOnce again, it can take 3-business days for refunds to be deposited into an accountIf, after this timeframe, Ms [redacted] does not see these refunds, we encourage her to speak with her financial institutionMs [redacted] can also provide ViaSat with a copy of her rolling 30-day bank statement showing that the refund was not deposited once the 3-business day timeframe has expiredThis documentation [redacted] be faxed to XXX-XXX-XXXX, or emailed to [redacted] @viasat.com Per ViaSat's records as of December 9, 2015, all promised credits and refunds have been provided to Ms [redacted] accordingly Once again, ViaSat does not agree to waive any portion of the early termination fees associated with Ms***'s Exede Internet service if she chooses to disconnect her service Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat records all calls for quality assurance purposes and was able to locate and listen to all the calls from Mrand Ms***As advised in the phone calls ViaSat does not offer an unlimited service for $a month, we apologize if Mror Ms [redacted] was explained this by the dealer at the time of saleIn order to rectify the situation ViaSat has issued Mrand Ms [redacted] a refund of $to start, along with that ViaSat has bumped Mrand Ms [redacted] to the highest package in their area which is the Liberty valued at $a month and placed $worth of credits to the account which is $off a month for months and $off for monthsViaSat feels this was beyond a fair resolution to the situationAt this time the account is currently suspended as there is a current bill due on the account in the amount of $for the months of September and October that went unpaidThe credits that were applied to the account will start this current month of November but Mrand Ms [redacted] are currently responsible for the amount dueViaSat does not agree to waive any early termination fees from this accountShould Mror Ms [redacted] wish to disconnect the account the early termination fees will be validThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unethical Business Tactics, had we known that Exede did not offer that which we signed up under, we would have never agreed to have this serviceFurthermore, I as a customer am owed some money to the amount of $49.99.I was told by [redacted] (Exede Corporate [redacted] )that this would be credited back to my accountThis is stemming from a debit against my account on September 24,To date,no such funds have been credited to my accountLastly, whenever I have called any numbers pertaining to Exede, I get hung up on prior to speaking to a live personAs for the balance due, that is not the correct amount.As we were supposed to have a free month due to other related issues.The previosly related issues mentioned are prime examples of the unethical tactics employed by this companyThese credits they speak of have no weight to their validity due to the fact of the evidence of the business tactics employedAs for the balance, we were told by a member of [redacted] we would be getting a free monthThe balance due is not valid.Exede might has well refer this matter to Collections, do it quickly and immediately This debt is not validWhen my Attorney gets notified legal action will ensue Final Business Response / [redacted] (4000, 9, 2015/11/12) */ Thank you for bringing Mr***'s response to ViaSat's attentionAs stated in the previous response ViaSat did issue a refund of $back to Mr [redacted] on October 14, to the payment method he had on fileMr [redacted] will want to check with that bank or credit card company around that time frame and he will see the refundShould Mr [redacted] fail to see the refund he will need to fax over a rolling bank statement from the bank or credit card company from that time frame showing that there was no refund issuedMr [redacted] can fax that information to XXX-XXX-XXXXThe current balance is due for the months of September and October and are valid chargesViaSat did add he credits to the account as promised in the amount of $which will start this month of November; however, Mr [redacted] is still currently responsible for the months that are dueWe apologize for any inconvenience this [redacted] have causedThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention? We are unable to locate Mr [redacted] account with the information providedIf one or more of the following can be provided, ViaSat will be able to review this matter thoroughly and provide resolution? •? ? ? ViaSat account number •? ? ? Phone number associated with the account •? ? ? Email address associated with the account •? ? ? Name associated with the account •? ? ? Full service address ? Thank you for the opportunity to respond