ViaSat

Thank you for bringing Mr***’ complaint to our attentionWe apologize for any misunderstanding he may have experiencedMr [redacted] is currently receiving the Exede Evolution 20GB at $a month, plus applicable taxes and a $monthly equipment lease feeAt the time he ordered service, this service plan came with a promotion of the Freedom plan for the first six months, after which it reverted to the Exede Evolution 20GB planTowards the end of the promotional period, ViaSat sent an email notification advising subscribers that their promotion was coming to an end and advising them that they could transition to the Freedom service plan if they wished toOur records show this email would have been sent to you at [redacted] @gmail.comThe Customer Agreement, signed by Mr [redacted] on June 26, and available at exede.com/legal, states that ViaSat may discontinue, add to or revise any and all aspects of the service at its sole discretion and without noticeRecently, ViaSat removed the Freedom service plan from Mr***’ area, and introduced new its new Exede Liberty plansAs such, the Freedom plan is no longer an available option in Mr***’ area for either new or existing customersThis was explained to Mr [redacted] during a conversation with a ViaSat representative on January 24, As a one-time courtesy in order to resolve this complaint, ViaSat will place Mr [redacted] on the Freedom planMr [redacted] should be advised that if he chooses to transition his service from the Freedom plan for any reason in the future, it will no longer be available to him and ViaSat will not make another accommodationIt may take up to a week for Mr***’ request to be processedThank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention.Our records show Mr [redacted] ordered Viasat’s Internet Service through DIRECTV, an authorized Viasat sales agent, on December 7, Mr [redacted] chose Viasat’s Unlimited Silver Mbps plan for $a month, plus applicable taxes, and a $monthly equipment lease feeAs the service was ordered during a promotional period, $off the internet was given for the first months of billing.? ? ? The Customer Agreement, signed by Mr [redacted] on December 11, 2017, and available at exede.com/legal, commits each customer to a 24-month minimum service term and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Mr [redacted] contacted Viasat on May 17, to disconnect his account due to moving to a new residence that did not allow the installation of satellite servicesThe Viasat representative informed Mr [redacted] , as part of standard disconnection disclosures, that he would be responsible for early termination feesMr [redacted] explained that the sales agent he ordered service from had assured him that he would not be responsible for the early termination feesThe Viasat agent told Mr [redacted] that the early termination fees were valid$was charged to Mr [redacted] payment method on file on June 12, 2018.? ? As a resolution to this complaint, Viasat has waived the early termination fees that were charged to Mr [redacted] A refund of $to Mr [redacted] payment method on file was processed on June 30, and should appear on his bank statement in to business days.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 causedThe Customer Agreement signed by Ms [redacted] on June 12, states that monthly service and lease fees are payable in advance Customers are also made aware of this at the time of the sale Ms [redacted] contacted ViaSat on July 16, to request the disconnection of her ViaSat servicesAt that time, ViaSat had already collected Ms [redacted] ’s monthly service charge of $As the charges had already occurred, and as the Customer Agreement states, 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 serviceAs of today, August 31, 2016, ViaSat has not received any notification from Ms [redacted] ’s bank for the dispute of these chargesFurthermore, Ms [redacted] does not have a past due balance, her account has not been sent to collections, and no collection attempts are being madeIn response to this complaint, as Ms [redacted] already received the funds back to her by her bank, there is not action to be taken by ViaSatOnce ViaSat receives the chargeback from Ms [redacted] ’s bank, we will accept this and add the appropriate credit to her account so no further charges occurAdditionally, Ms [redacted] ’s payment method on file has been stop dated as of today, August 31, Thank 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 causedViaSat has identified that we are not providing services to Mr [redacted] ; yet, we are willing to provide him with a refund for any charges incurred However, ViaSat has no valid payment method on fileTherefore, Mr [redacted] will need to submit chargeback requests directly to his bank or Credit Card Company and ViaSat will accept these chargebacksViaSat will also ensure that Mr [redacted] ’ payment method is not associated with any active ViaSat account.Also, we are actively investigating this issue and taking action against the representative that submitted the order for the ViaSat servicesWe apologize for any issues this may have caused and will ensure this issue is addressed effective immediatelyThank you for the opportunity to respond? ?

Thank you for bringing Mc [redacted] complaint to our attention.? Per our previous response, Viasat internally escalated a request for Ms [redacted] to receive a new return kitThis request was processed by Viasat’s logistics team the same day, and Ms [redacted] should have received the return kitWe apologize if Ms [redacted] has not received that return kit yet.? In response to this complaint, Viasat has internally escalated a new request on March 20, for Ms [redacted] to receive a return kit via an overnighted serviceThe request was processed the same dayIf Ms [redacted] would like to track her package, she may refer to tracking no [redacted] .? At this time, Viasat believes that all appropriate actions have been takenIf 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.?

ViaSat stands behind its previous responseViaSat issued a refund and Ms [redacted] bank provided her with a credit for the chargeback she submittedTherefore, Ms [redacted] did in fact receive $back to herThe credits from and are the same credits as referenced in the number provided ?" [redacted] The initial credit was a provisional credit as Ms [redacted] submitted a chargeback, and the was the reversal credit for the approval of her requested chargebackThus, ViaSat does not owe Ms [redacted] any further credits and she owes the duplicate money collected of $ If 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 process.? ? Thank you!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution of the refund is satisfactory to me only until the day I receive my full refund of $? However, any other "comments" they made are and I as a customer did my part in finally getting their equipment back to them when they sent me a box? they can reference tracking number [redacted] and get that link to the right closed account [redacted] and reference tracking number [redacted] to closed account number [redacted] then all this would have never happened Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] sent an email to ViaSat's customer service department on December 19, requesting the disconnection of her accountHowever, due to the time of the email received our care representative was unable to make an outbound call to her, and instead replied to Ms [redacted] requesting that she contact care directly for completion of the disconnection On December 21, Ms [redacted] contacted ViaSat's customer service department via the telephone to discuss the disconnection of her accountDuring her conversation with the representative Ms [redacted] informed the representative that she would call back on December 23, to have the account disconnected Ms***, as stated in her call on December 21, 2015, called ViaSat's customer service department on December 23, During her conversation with the ViaSat representative Ms [redacted] requested the disconnection of her account as she had switched providersSubsequently, Ms***'s ViaSat account was disconnected and she was reminded that the unused service charge of $would not be refunded per company policy As Ms***'s original disconnection request occurred prior to the December 20, billing statement, and as a gesture of good faith, ViaSat will agree to refund the charge of $to the payment method on fileMs [redacted] should receive this refund within three to five business daysShould she not, please have 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, 7, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me ? Sincerely, [redacted] ?

Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Upon receipt of his complaint we attempted to locate his account with the information provided to no availIf Mr [redacted] could please provide us with the account number, name or phone number listed on the account ViaSat will be able to resolve the complaint at hand Thank you for the opportunity to respond

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 account At 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 Agreement A UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return Thank you 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.)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***It seems that this matter has been resolved with Excede.? We wish to keep the original complaint as it stands because we feel? the company ? practices poor business judgments and are lacking in their communication skills and customer service.? We incurred direct expenses due to their poor practices and would not recommend their internet service to others.? ? Thank you for your time regarding this matter.? ?

Thank you for bringing Ms [redacted] complaint to our attention.Each customer has access to Viasat’s Customer Agreement at exede.com/legal.? New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installationWe apologize if Ms [redacted] did not receive a copy of her contractWe have attached the copy to this reply.The Customer Agreement provided to each new customer, and signed by Mary [redacted] on April 3, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.? Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees and Data Allowance Policy.? Each of these points is further addressed in Viasat’s Customer Agreement.? Our records show Ms [redacted] is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeMs [redacted] ‘s Liberty service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps uploads.? Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets.? When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet.? Customers are told this information at the time of sale and it is incorporated into the Customer Agreement.? On April 10, 2018, Ms [redacted] contacted Viasat to request a disconnection of her account due to experiencing slow speedsA Viasat representative requested the chance to look over Ms [redacted] account, as Ms [redacted] would be subject to early termination fees if she proceededMs [redacted] stated that she wasn’t made aware of this, nor of her plan details, which the Viasat representative advised her onTroubleshooting was begun, but was not completed due to Ms [redacted] needing to disconnect the call.On the same day, Ms [redacted] contacted Viasat a second time to request a disconnection of her account due to misinformation she believed she received at point of saleWe apologize for any misinformation that might have been given to Ms [redacted] at point of sale.? In resolution to this complaint, Viasat will agree to waive Ms [redacted] early termination fees in should she choose to disconnectHowever, as Ms [redacted] was using the service, Viasat does not agree to issue her a refund for the monthly service fees of $42.78.If Ms [redacted] would like to take advantage of this offer of a waiver of early termination fees, she may contact Viasat’s 24-hour Customer Care at 1-855-463-in reference to ticket no [redacted] .? Thank you for the opportunity to respond.?

yes I did make the call on may 29th and was unhappy with my serves just having a few days after it was installed then I called in july with the same problem, my husband was on the phone with tech support for hours and nothing was resolved and still poor service Even the Tech was rude to my husbandWe even kicked off the internet with just Emails and I am pay over dollars for that I have taken all of my electronic devices off the wifi so we can use the internet and its still bad why do I have to pay for poor service

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr [redacted] ’s service plan is subject to a Data Allowance Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by Mr [redacted] on June 8, Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use 100% or more of their monthly data allowanceThis 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 data usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files (e.gviewing pictures on Facebook or through SnapChat) Customers 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 so Alternatively, 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 costWe apologize that Mr [redacted] feels that the service is not meeting his needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account should Mr [redacted] wish to disconnect the accountMr [redacted] can call Customer Care at ###-###-#### and reference ticket number [redacted] Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing [redacted] complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat [redacted] was receiving ViaSat’s Liberty GB plan plus at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provided download speeds up to Mbps and upload speeds up to MbpsThe Liberty plans provide customers with a monthly priority data allowance, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets The Customer Agreement, signed by the account holder, [redacted] , on May 23, and 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 term The 24-month minimum service term begins when service is installed, and ViaSat does not provide a trial period of any kind for the service Due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipmentSpeeds can also be affected by programs that are running in the background, the use of virtual private networks, the router and the activities a customer engages in on the internet Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may varyThis is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed [redacted] called ViaSat on May 31, because she was over her monthly priority data and was receiving Liberty Pass speedsDuring this conversation, the ViaSat representative reviewed [redacted] data usage, advising that it had gone towards social media, web browsing, and marketplaces (e.g., iTunes App Store, Windows Store, Kindle) [redacted] was also educated on ViaSat’s Buy More program, self-service options, and transitioning to a service plan that offered more data [redacted] decided to purchase GB of data at a one-time $fee ViaSat did not receive another call from [redacted] until June 29, 2016, at which time she requested disconnectionDuring this interaction, the ViaSat representative reminded [redacted] of the Customer Agreement and early termination feesWhen she advised she thought she was receiving a day trial period, the ViaSat representative correctly informed him that ViaSat did not provide a trial period of any kind, and explained the disconnection process to her [redacted] chose not to move forward with the disconnection of the account at this time On July 6, 2016, [redacted] account was disconnected, per her requestDuring this conversation, [redacted] advised the ViaSat representative that her husband was scheduled to be deployed, at which time the ViaSat representative escalated a request for the early termination fees to be waivedThe early termination fees were successfully waived on July 7, We apologize for any frustration [redacted] may have experienced We feel the resolution previously agreed to and the actions taken by ViaSat adequately address [redacted] complaint Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 6, 2015/06/10) */ Thank you for bringing Mr***'s complaint to our attentionWe apologize for any confusion or frustration this situation [redacted] have caused Mr [redacted] was promised a refund of $which was refunded to Mr***'s payment method on file on [redacted] 31, However, Mr***'s monthly bill for June cycled on June 1, for $478.38, but the payment failedThe $ViaSat attempted to collect included: $(Exede12-25GB), $(Equipment Lease Fee), $(Buy More GBs), and $(prorated Exede12-25GB), $(unused service credit for transition between Exede12-10GB and Exede12-25GB), and $(Taxes, Surcharges, & Fees)However, Mr [redacted] made a onetime payment on June 2, for $147.72; therefore, leaving him a balance of $ Mr [redacted] did make contact with ViaSat's customer service department on June 1, requesting information regarding this pending billDuring this call, ViaSat's customer service representative did incorrectly inform Mr [redacted] that he was only responsible for $of this billTherefore, Mr [redacted] complied with the information provided by this agent, and made a payment of $on June 2, Given this information, and the information provided by the representative, ViaSat will agree to waive the balance owed of $ Again, we apologize for any frustration this situation [redacted] have caused, and believe this resolution is satisfactory to the complaint at handThank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid the $to avoid shutoff, so I will need a refund in that amount issued to the same card I paid the $on Final Business Response / [redacted] (4000, 10, 2015/06/22) */ As Mr [redacted] made a onetime payment of $on June 13, 2015, ViaSat will agree to refund this charge and cancel the credit as previously promisedThe refund of $was issued to the payment method on file on June 22, Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused The Customer Agreement, signed by Mr [redacted] on February 8, and available at exede.com/legal, states that customers will pay for service each month in advance and that ViaSat will not provide a prorated refund for any prepaid fees regardless of when the service is disconnectedCustomers are reminded of this when they disconnect their accountViaSat understands that Mr [redacted] was billed and charged the $on March 8, and disconnected days later on March 11, In order to arrive at a resolution and due to the length of time Mr [redacted] was a customer with ViaSat, ViaSat has issued back the refund of $today March 15, Mr [redacted] will see that refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] response to our attention.? Per Viasat’s previous response, in resolution to Ms [redacted] complaint, Viasat offered Ms [redacted] a free relocation service call in order to properly place the satellite dish as requestedIf Ms [redacted] wanted to take advantage of this offer, she could contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no [redacted] .On July 9, 2018, Ms [redacted] contacted Viasat to schedule the offered relocation service call, and referenced the ticket as requestedA Viasat representative assisted Ms [redacted] with scheduling the service call as well as submitting the request for a credit to be applied to offset the cost of the service call.? On July 16, 2018, Ms [redacted] billing generated in the amount of $for monthly services and the cost of the relocation service callWe apologize that the credit was not applied in sufficient time to prevent the billing, and for any inconvenience this may have caused Ms [redacted] Viasat was successful in taking the amount due the same day.? On July 17, 2018, Ms [redacted] contacted Viasat in regards to her recent billingA Viasat representative assisted Ms [redacted] in submitting a request for a refund of the $that had been incorrectly billedThis request for a refund was processed on July 20, to Ms [redacted] payment method on fileThis refund should be seen within three to five business days.? On July 20, 2018, Ms [redacted] contacted Viasat to request an update on her refund requestA Viasat representative advised Ms [redacted] that at the time of contact, the request was still being reviewedMs [redacted] requested a disconnection of her Viasat servicesThe Viasat representative offered Ms [redacted] a free month of service, which Ms [redacted] declinedThe Viasat representative advised Ms [redacted] of the early termination fees that would be assessed should she choose to disconnect her service, and Ms [redacted] chose to accept the previous offer.In light of this complaint, Viasat has conducted a review of Ms [redacted] account for any possible issues with her service as of July 23, At this time, Viasat shows no issues presented with Ms [redacted] service.? In resolution to this complaint, Viasat has ensured that the free month of service has been applied to Ms [redacted] account as of July 23, in the amount of $She should see this credit on her next billing.? 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.?

Complaint: [redacted] I am rejecting this response because: This company is a big bully and feels that they can change policy when ever it is convenient, in away I'm glad that I have been able to turn people from getting service with Excede, if they want to credit me that's fine but I don't trust this company that thinks it's ok to charge my account with out letting me know Sincerely, [redacted]