ViaSat

Thank you for bringing Mr***’s 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 Mr [redacted] on July 21, and available at [redacted] We apologize if Mr [redacted] feels these points were not communicated to his satisfaction ViaSat did receive a chargeback of $from Mr [redacted] which means that Mr***’s financial institution refunded him those charges and issued them back to ViaSatViaSat moved forward with forwarding these charges onto a collection agency as they were valid charges In order to arrive at a resolution ViaSat has removed the account from collections and credited off the $from the accountThe charge of $for early termination fees are valid and will not be issued back as a refund per the signed customer agreementMr [redacted] will want to make sure the two pieces of required equipment are sent back so no further charges take place to the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMs [redacted] called ViaSat on 2/12/to disconnect the accountAt that time Ms [redacted] was advised that she would need to send back two pieces of equipment (modem, tria), in order to avoid any unreturned equipment chargesMs [redacted] advised ViaSat that the tria was located on her two story roof and she would not be able to reach itViaSat offered to send a technician out to the home to retrieve the tria for a cost of $95; however, Ms [redacted] declined and asked for this fee to be waivedViaSat has already agreed to waive half of the early termination fees from the account and per the signed customer agreement it is Ms [redacted] responsibility to make sure the equipment is returnedIn order to arrive at a resolution ViaSat has agreed to waive the charge of the tria so that Ms [redacted] does not need to go on the roof to remove the pieceShe will want to make sure she uses the box to send back the modem so that she is not charged for that piece of equipmentThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] contacted ViaSat's customer service department on December 16, to discuss the issues she was experiencing with her ViaSat servicesDuring this conversation ViaSat's representative determined that a modem replacement would be required and subsequently a new one was sent to Ms [redacted] On December 22, Ms [redacted] contacted ViaSat's customer service department again to discuss the issues she was experiencing with her ViaSat servicesAs Ms [redacted] had yet to receive the new modem the ViaSat representative issued a service call on Ms***'s behalf to assist Ms [redacted] further with her connectivity issues Again on December 28, Ms [redacted] contacted ViaSat's customer service department to discuss the previous service call and request for a new one as she was still experiencing issuesMs [redacted] stated that a service call was completed on December 24th and her modem was replaced, but she was still experiencing the same issues after completion of the service call Finally, on January 3, Ms [redacted] called again to discuss her service issuesAt this time Ms***'s modem and power supply had been replaced, but she was still experiencing issuesDue to this information ViaSat issued another service call which is scheduled for January 6, As ViaSat does show usage during the time Ms [redacted] states she is unable to access her system due to connectivity issues, ViaSat does not agree to disconnect the account with waiver of the applicable early termination feesViaSat will however agree to disconnect the account with waive of half the early termination fees of approximately $105.00, not including taxesViaSat has also issued a refund for the $collected on December 28, The refund was issued to the payment method on file and should be received within three to five business daysShould Ms [redacted] not receive this refund and/or wish to disconnect her account, please have her contact ViaSat's customer service department at [redacted] and reference ticket [redacted] Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Mr [redacted] contacted ViaSat's Customer Service Department on August 26, as he had made two onetime payments of $via ViaSat's online payment systemDuring his conversation with ViaSat's customer service representative, Mr [redacted] was advised that a request would be made to have the refund issued, but that it would take ten to fourteen business days before processingAs ViaSat's billing system did not show the payment had been collected at the time of request, the refund was denied On September 11, Mr [redacted] made contact with ViaSat's Customer Service Department to discuss the refund as he had yet to receive itDuring his conversation with ViaSat's customer service representative Mr [redacted] was advised that ViaSat was unable to issue a refund at that time as there was not a valid payment method on file for ViaSat to refund toTherefore, the payment method needed to be update before the refund could be issuedMr [redacted] was unwilling to update the payment method on file in order for ViaSat to issue the refund Again, on September 16, Mr [redacted] contacted ViaSat to discuss the refund process and determine when he would receive his refundDuring his conversation with ViaSat's customer service representative, Mr [redacted] was educated on the refund process and offered goodwill credit of $for his troublesThe $credit was applied to his account and will go towards his September 20, ViaSat bill Per Mr***'s request, ViaSat is willing to issue a refund check for the $collected on August 27, as there is not a valid payment method on file for us to refund toThe refund check takes to business weeks before being received by M***If Mr [redacted] would like, the credit of $can be applied towards his next month's [redacted] which [redacted] be collected on September 20, If Mr [redacted] wishes to receive the check, please advise Again, we apologize for the confusion or frustration this situation [redacted] have caused Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because although they "educated" me on the 16th I was still out $for weeksMoney that I budget for other things was not thereI had bills that were late and fees that I had to pay ..and all they can do is give me a $credit and expect everything to be all fine and dandyNever mind the fact that they said it would be taken care of in a few days and it wasn'tThey could have called me when they seen that the refund wasn't issuedI don't understand why I have to have a payment method on file but yet they had no problem taking the money out of the payment method I used...not once but twice ..in a matter of two secondsTo them $is nothingto me...its a lotEspecially when I budget for a whole monthThey use the fact that there is no other reliable source for internet where I live to treat people however they wantI have two choices....I can put up with their horrible customer service or I can not have internet for work and schoolIn my opinion the least they could do is give me a free month but no I get a $creditThat pays one of the three late fees I had from not having the $extra in my budget this monthThanksAnd are they even going to look into the fact that the website was messed up and not working properly and that's why this happened? No probably not because they have no accountabilityIf I'm a few days late paying my bill they shut my service offIt took weeks for them to try and get my money back by that time the bill was due again almost anywaysIf I go into a grocery store and use my debit card to buy something and then have to return it...they put the money right back where it came fromAnd that is what they should have did Final Business Response / [redacted] (4000, 9, 2015/09/25) */ Per ViaSat's previous reply, Mr [redacted] made onetime payments via ViaSat's online payment systemThis is why ViaSat does not have a payment method on file for Mr***ViaSat collected the two payments from Mr [redacted] as the two payments were made by him onlineSince our last reply, Mr***'s monthly bill was collected from the credit balance of $As previously stated, ViaSat was willing to issue a refund check to Mr [redacted] for the duplicate payment of $140.58; however, as stated the monthly bill applied towards the duplicate paymentAs a gesture of good faith, ViaSat has applied a credit of $to his ViaSat account and will be applied towards his October monthly billAdditionally, ViaSat will review our online payment system to ensure there are no issues making paymentsThank 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 meWe received the return boxes yesterday and will be shipping everything back today.? Sincerely, [redacted] ?

Thank you for bringing Ms [redacted] complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused At the time of sale, customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain limitationsEach of these points is also addressed in the Customer Agreement signed by Ms [redacted] on December 7, and available at exede.com/legalAn account cannot be established without the customer's electronic signatureWe apologize if Ms [redacted] feels these points were not communicated to her satisfaction Ms [redacted] called ViaSat on December 8, as she was unsatisfied with her services since the time of installation and was under the impression that she would be receiving a modemDue to this information, Ms [redacted] account was disconnectedHowever, Ms [redacted] was advised of the early termination fees that would apply Given the short amount of time Ms [redacted] ViaSat account was active and in order to bring this complaint to a resolution, ViaSat will agree to waive the pending charge of $If Ms [redacted] returns all leased equipment, no further charges shall occur from ViaSat Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention.? Mr [redacted] is receiving Viasat’s Unlimited Data Bronze plan at $a month, plus applicable taxes, and a $equipment lease fee.? As the service was ordered during a promotional period, Mr [redacted] was receiving the following discount: $off his monthly service plan per month for the first months.? Mr [redacted] contacted Viasat several times between March and June of for help with internet connectivity problems.? ? The Viasat representative informed Mr [redacted] that the problems with connectivity were due to network and weather outages affecting service in his area.? ? As a resolution to this complaint, Viasat has applied a credit of $on July 18, to cover the service charges for March, April, May and June of where he experienced problems with the service.? This credit will appear on Mr [redacted] next billing statement on July 20, 2018.? We apologize for any inconvenience this may have caused.? ? Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attentionWe apologize for any frustration she may have experienced Our records show ViaSat charged Ms [redacted] $in monthly service fees on April 4, 2016, but the payment failedMs [redacted] called ViaSat on April 5, to advise that her payment method had been compromised and have it removed from ViaSat’s systemsMs [redacted] also made a one-time payment for the amount with her bank account the same day, which was successfully collected by ViaSat on April 6, Ms [redacted] credit card was removed from ViaSat’s systems on April 8, 2016, per her request On May 4, 2016, ViaSat attempted to charge Ms [redacted] $for monthly service; however, as there was no payment method on file, no payment was collectedOnce again, Ms [redacted] made a one-time payment online for the amount via her bank accountThis payment was successfully collected by ViaSat on May 6, Ms [redacted] called ViaSat on May 7, to inquire if her payment had gone through because she’d received a call from ViaSat advising that the payment had failedBefore the ViaSat representative could assist, however, the call droppedMs [redacted] made a second call about the payment she’d made, at which time the ViaSat representative accurately advised Ms [redacted] that a payment had been successfully submitted to ViaSatHowever, the ViaSat representative also incorrectly advised Ms [redacted] that her credit card information was still on file, and the call dropped shortly afterWe apologize for any confusion this may have caused Ms [redacted] called back a third time and requested to speak to a supervisor regarding the payment and her credit card still potentially being on file with ViaSatOnce again, Ms [redacted] was incorrectly advised that her credit card was still on fileBecause Ms [redacted] had not updated her payment method, the system in which ViaSat’s representatives review accounts continued to show the last four digits of the payment method, as that was what ViaSat had last had in its systemsOnce again, Ms [redacted] payment method was removed on April 8, We apologize for any confusion this may have caused During her conversation with the third representative, Ms [redacted] updated her payment method to her bank accountMs [redacted] was also advised that her one-time payment had been successfully processed and submitted to ViaSat on May 6, As Ms [redacted] bank was not showing that the payment had gone through, the ViaSat representative incorrectly suggested that her one-time payment had not gone through, and offered to take a one-time payment for her in real timeMs [redacted] declined and advised that she would continue to make one-time payments every monthMs [redacted] also advised that she would wait to see if the payment had gone through and ended the callLater the same day, Ms [redacted] made a second one-time payment for the amount of $This was successfully collected by ViaSat on May 8, ViaSat received a call from Ms [redacted] on May 9, because she had paid twice for the same amountAt this time, the ViaSat representative submitted a refund request for the second payment of $and correctly advised Ms [redacted] that the typical timeframe for refunds was to business daysMs [redacted] requested to speak to a supervisorDuring this conversation, the supervisor internally escalated Ms [redacted] refund request, and accurately advised her that it would be processed in 3-business days On May 11, 2016, a refund for $was electronically issued to Ms [redacted] bank account, per her request The Customer Agreement, signed by Ms [redacted] on February 3, and also available at exede.com/legal, 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 If Ms [redacted] chooses to disconnect her account, ViaSat does not agree to waive her early termination fees of approximately $Ms [redacted] will also 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 his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return If Ms [redacted] has any questions regarding her refund, or would like to disconnect her service, she may contact ViaSat’s 24-hour Customer Service Department at 1-855-463- Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedOn May 2, Ms [redacted] contacted ViaSat as she was charged $for early termination fees that a previous ViaSat representative offered to waiveAs Ms [redacted] was not to be charged this fee, on May 13, 2016, ViaSat issued a refund of $to the payment method on fileOn July 28, 2016, ViaSat received the chargeback from Ms [redacted] bank (dated from April 28, 2016) for the $charge collected on April 28, 2016, but refunded on May 13, Ms [redacted] did send ViaSat her bank statements as she stated she did not submit a chargebackHowever, upon review of the statement provided by Ms [redacted] , ViaSat’s charge of $showed on her banking history on April 29, 2016, and the bank submitted a provisional credit to her account on May 2, for the $Further on her bank statement provided, on May 16, 2016, Ms [redacted] was given a refund of $Due to this information, ViaSat charged Ms [redacted] $344.00, we refunded the $344.00, and her bank submitted a chargeback for the $Ms [redacted] therefore received $back to her bankAs ViaSat already issued a refund for the charge, and Ms [redacted] submitted the charge back through her bank, ViaSat sent Ms [redacted] account to our outside collections agency in an effort to collect on the outstanding balance for the additional $she receivedViaSat did not report the delinquent balance to any credit reporting bureausIf Ms [redacted] would like to resolve this balance she may contact ViaSat’s 24-Hour Customer Service at ###-###-#### and make a onetime payment for the $Once received, ViaSat will remove Ms [redacted] account from the outside collections processThank 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 caused Our 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

Thank you for bringing Mr [redacted] complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Mr [redacted] contacted ViaSat's customer service department on May 26, to discuss the disconnection of his ViaSat accountDuring his conversation with ViaSat's representative, Mr [redacted] was advised that it was in his best interest to place his account onto ViaSat's Vacation plan as he would incur early termination fees of approximately $210.00, not including taxesMr [redacted] agreed to have his account transition to the Vacation plan and was educated that the plan was $plus his $equipment lease fees, for an approximate charge of $Mr [redacted] was also educated that his account would only remain on the Vacation plan for six months and that if he did not contact ViaSat before November 28, his account would automatically resume and continue billing at his plan priceAs no contact was received by Mr [redacted] before his November 28, 2015, ViaSat collected a monthly charge of $for his service plan ViaSat receive contact from Ms [redacted] on December 7, to discuss the charge of $and to request the disconnection of his ViaSat accountAgain, during his conversation with ViaSat's representative Mr [redacted] was advised of the Vacation plan terms and conditionsMr [redacted] subsequently requested the disconnection of his ViaSat accountHe was educated on the early termination fees of approximately $as he had seven months remaining on his Customer AgreementOn December 28, ViaSat collected $from Mr [redacted] payment method on file for the early termination fees As Ms [redacted] was properly educated on the Vacation Plan, the process for resuming or disconnecting his account, and the early termination fees, ViaSat does not agree to refund any charges which occurred on his account since May 26, for the Vacation planHowever, as a gesture of good faith ViaSat will agree to refund the $charge collected on November 28, This refund has been issued to the payment method on file and should be received by Mr [redacted] in three to five business days Thank you for the opportunity to respond

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, Along with the info below.I also received an email from Exede Brad Social Media? Specialist Case # [redacted] , stating he would waive 1/of the early termination fee'sI attached a screen shot of the emailI expect this offer is also honored.I have received a credit of $to my bank account todayThank you!Sincerely, [redacted] *

Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this [redacted] have causedViaSat follows a process when it comes to disconnecting accounts per the customer's requestAt time of disconnection all disclosures are read and ViaSat sends a courtesy box and return label through UPS so that the customer can return two pieces of the equipment that was agreed upon at the time of installation and in the signed customer agreementThe return box and label are only generated at the time of disconnection and can't be processed prior to disconnectionWe understand Mr [redacted] is moving and would like to have the box and label sent prior and for that reason ViaSat offers to send the label and box to an alternative address once the account is disconnectedAt this time the account is still active and will remain active until Mr [redacted] calls to disconnect the accountAt that time ViaSat will read the disclosures and send the box and return label to Mr [redacted] No refund for the lifetime equipment lease fee will be given as that fee was collected in and the services have been used sinceMr [redacted] can contact customer service anytime at XXX-XXX-XXXX to have the account disconnectedThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Being that I am going from my home to Naval Officer Candidate School, and there will be no access to even saying good night to my family, I don't think having the box marked there would do me any goodI have been greatly disappointed and inconvenienced by this matter and I believe some simple steps could be changed to accommodate the many others that can run into this situation by there own circumstancesLet the customer tell you when they plan to cancel, have them a box sent, and then when they call the day of, everything can go forward from thereIt's not like people want to drag your equipment around with them while trying to move their householdAs for the refund, this is to be viewed as the compensation for the inconvenience in this matter, and as a way for me to believe you care about the customer, so I will stop steering people away from wild blue (and counting) Final Consumer Response / [redacted] (4200, 11, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the company finally giving me the option to send back the equipment on my own, the option I asked for weeks in advance of closing my account, but it is to little to late, and sadly it took to much effort to be able to get that option establishedThis option needs to be included in the regular channels and a known option by the customer service representativesUntil this option is included with a pre filled out shipping label emailed to the customer upon request, then I will not be satisfied with this lack of a response to accommodate viasat customers needs, especially those of us in the service Final Business Response / [redacted] (4000, 13, 2015/07/23) */ Thank you for bringing Mr [redacted] 's response to ViaSat's attentionViaSat sends out the box and label as a courtesy to the customerIt is up to the customer to return the equipment within days after disconnection per the contract on fileViaSat will take Mr [redacted] 's requests and forward them on for further review; however, at this current time this is the process that ViaSat followsThank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ At the time of sale, customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, and early termination feesEach of these points is also addressed in the Customer Agreement signed by Ms [redacted] on August 7, and available at exede.com/legalViaSat does not offer a trial period The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer's electronic signatureWe apologize if Ms [redacted] feels these points were not communicated to her satisfaction, and for any misunderstanding regarding the electronic signature process The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersPursuant 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 Ms [redacted] is currently receiving ViaSat's Exede Evolution GB plan at $a month plus a $monthly equipment lease fee This service plan offers unlimited access to web pages and email, and GB of monthly data for all other online activityWhile Ms [redacted] can engage in the activities described in her plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), her activities are limited by the monthly data allowance of the plan she has purchased, pursuant to the Data Allowance Policy ViaSat received a call from Ms [redacted] on August 26, 2015, at which time she requested the disconnection of her accountThe ViaSat representative reminded Ms [redacted] of her signed Customer Agreement, and advised that the early termination fees would be valid if she moved forward with the disconnection of her accountMs [redacted] advised she'd call back, and chose not to move forward with the disconnection of her account at that time As Ms [redacted] has actively been using ViaSat's service, ViaSat does not agree to waive her early termination fees in fullIn order to come to a resolution to this complaint, however, ViaSat will agree to waive half of her early termination fees if she disconnects prior to October 8, Ms [redacted] 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 Agreement A UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return If Ms [redacted] would like to move forward with the disconnection of her account, she [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I will provide all information through the Revdex.com since previous attempts at communication have resulted in no action taken on your end and no solution of the issues incurred while dealing with your company Sincerely, Shan Lawson

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Thank you for bringing MrsHagerman's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers 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 MrHagerman on August 11, (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 usageThe 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 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 Our records show MrsHagerman contacted ViaSat on August 18, regarding his data usageDuring this conversation, MrsHagerman was advised that she had used GB's of her GB allowanceMrsHagerman requested to disconnect her accountThe ViaSat customer service representative advised MrsHagerman of the early termination fees should she wish to disconnect the accountAt that time, MrsHagerman did not have the account disconnected As a gesture of good faith, ViaSat will agree to disconnect the account as of August 21, with waiver of the early termination feesHowever, MrsHagerman is 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 pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Mr [redacted] complaint to our attention The Customer Agreement, signed by Mr [redacted] on September 20, 2012, advises that customers are responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a [redacted] box, free return [redacted] shipping label, and illustrated instructions within a week after disconnectionAll of Viasat’s equipment return kits are generated through UPSViasat does not generate shipping materials through [redacted] for the return of customer equipment Our records show Mr [redacted] called Viasat on December 15, to disconnect service, at which time he was informed of the disconnection disclosures, including the return of the equipment Viasat received notification on January 16, that Mr [redacted] had not returned his equipmentSubsequently, the same day, he was charged $in unreturned equipment feesMr [redacted] contacted Viasat the same day regarding the chargeWhen he was informed that it was for the unreturned equipment, he advised he would call back with a tracking number as he had returned itHe was correctly informed that once the equipment was confirmed as being returned, he would receive a refundMr [redacted] called back later the same day with tracking information for a [redacted] shipment, and was informed that he would need to reach out to [redacted] for a shipping status as he had not used the [redacted] label provided by Viasat Mr [redacted] called back on January 17, regarding the unreturned equipment fee, and was informed that a refund would not be issued until it was confirmed that the equipment had been received by ViasatMr [redacted] was also correctly informed that Viasat did not use [redacted] for its equipment return kits Viasat’s Corporate Resolution Team (CRT) received faxed correspondence from Mr [redacted] on January 18, regarding the unreturned equipment feeIn response, a CRT representative attempted to reach out to Mr [redacted] on January 19, to advise that the [redacted] shipment was still noted to be in transit, per the tracking information, but there was no answer and no opportunity to leave a message No further contact was received from Mr [redacted] until February 26, regarding the unreturned equipment fee, at which time a request to Viasat’s Logistics Department was escalated for information on the equipment’s returnOn March 12, 2018, a CRT representative reached out to Viasat’s Logistics Department regarding Mr [redacted] equipment, at which time it was confirmed that Mr [redacted] equipment had not been returned; however, it was later determined that the [redacted] shipment had not been researchedThe CRT representative reached out to Mr [redacted] to inform him of the findings and that they would further investigate the [redacted] shipment On March 16, 2018, Viasat received a chargeback of $from Mr [redacted] financial institutionIn response, Viasat honored the chargeback and sent the funds back to Mr [redacted] payment method We apologize for any frustration Mr [redacted] may have experiencedWe feel the actions taken by Viasat adequately address Mr [redacted] complaint

Thank you for bringing Mr [redacted] ’ rebuttal to our attention As previously stated, customers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location, customers are required to agree to a new 24-month minimum service term and sign a new Customer Agreement once the service is installed at their new locationIn exchange, ViaSat cancels the Customer Agreement on the original account and waives any applicable early termination feesViaSat’s early termination fees are $per month for each remaining month in the 24-month minimum service term As Ms [redacted] , the account holder, opted to move her ViaSat service to a new location and agreed to a new 24-month minimum service term, ViaSat waived the early termination fees associated with her services located at [redacted] ***, ***, [redacted] address Service at Mr [redacted] ’ new location [redacted] ***) was installed on March 21, 2016, at which time he electronically signed the new Customer Agreement on behalf of Ms [redacted] , thus agreeing to a new 24-month minimum service term Once again, as Ms [redacted] , the account holder, was advised of and agreed to the new 24-month minimum service term when she called to move service, ViaSat does not agree to waive the Customer Agreement associated with her Robinson Road, Gulfport, MS address Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this [redacted] have causedThe tenant would have ordered the ViaSat internet service and at the time of ordering the service ViaSat would have told them, as it tells all customers, that if the property is a rental, the customer must have the landlord's permission to complete the installationAt the time of installation, ViaSat was not informed that the property was a rental and that installing a satellite dish on the home was not authorized by the landlordInstead the opposite would have happened and the tenant would have allowed the dish to be installedThe tenant would have represented that they had full authority to authorize the installation on the homeIn good faith the installation would have been completedViaSat does not remove the equipment from the home but does ask that two pieces of equipment are returnedThe dish stays unless the customer chooses to remove on their ownWe apologize for any confusion this [redacted] have causedAny further claims should be pursued against your tenant as they made the misrepresentation that they had authority to perform the installationThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I appreciate the answer for ViSat, going after the tenant requires proof of their misrepresentation, therefore I am wondering how ViSat can establish this since they still installed the dish? Is a verbal acknowledgment enough for them or does ViSat actually have the person check a box acknowledging the installation work with the owner's permission? Would I be allow to have copy of the installation paperwork? Thank you Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (4000, 9, 2015/07/06) */ Thank you for bringing [redacted] 's response to ViaSat's attentionViaSat was able to locate the account under MsAnsley J [redacted] ViaSat is assuming this is the tenant that had the services installedCan Ms [redacted] confirm this is the tenant and please confirm the address where the dish is installedViaSat does have access to a signed customer agreement from Ms [redacted] on March 29, Thank you for allowing ViaSat the opportunity to respond Final Consumer Response / [redacted] (2000, 11, 2015/07/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes ths was the past tenant, the address of the house is [redacted] I can be reached at XXX-XXX-XXXX and my e-mail is [redacted] @me.com Once again, I recommend you look at DishNetwork installation polices in regard to rented propertyIt would have avoided all this and saved me money on having to called someone to remove the equipment and patch the holes on the walls

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr [redacted] has been in contact with our Corporate Care team and has spoken with HarrisWe apologize that Mr [redacted] did not receive a call back regarding his email issueHarris will be reaching out to Mr [redacted] today March 11, to try a few more troubleshooting stepsViaSat has researched the issue and has determined that this is an issue with Outlook and the settings in Outlook; this issue has nothing to do with Exede services that Mr [redacted] is receiving ViaSat has credited Mr [redacted] for a total of $for the issues he has experienced with his emailNo further credits will be applied to Mr [redacted] ’s account and ViaSat will not be paying for Mr [redacted] ’s Verizon WirelessThank you for allowing ViaSat the opportunity to respond