ViaSat

Thank you for bringing Ms***’ complaint to our attention Ms [redacted] was receiving Viasat’s Unlimited Bronze Mbps service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p The Customer Agreement provided to each new customer, 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 The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show MsMs***’ electronic signature on the Customer Agreement dated December 29, Ms [redacted] ordered service on December 29, through a local Viasat dealer, and was installed the same dayViasat received a call from Ms [redacted] later the same day regarding an issue she was experiencing with streaming on her smart TV due to the speed of her serviceAt this time, Ms [redacted] was informed that her service plan she was receiving was not optimized for smart TVs and provided with her plan detailsDuring this conversation, the Viasat representative also informed of the 24-month minimum service term and the Customer AgreementMs [redacted] advised that she had been told there was no contract and that she would speak with [redacted] regarding the matter Viasat received another call from Ms [redacted] the same day, at which time she requested the disconnection of her service as it was not meeting her needsWhen Ms [redacted] requested that the early termination fees be waived, she was informed that they could not be waived in full, but that Viasat would be willing to waive half of the chargeMs [redacted] declined and requested to speak to a supervisor, who reiterated that only half of the early termination fees could be waivedPer her request, Ms***’ call was transferred to a member of Viasat’s Corporate Resolution Team (CRT) for further assistance During her conversation with the CRT representative, Ms [redacted] was once again offered half off her early termination feesThe CRT representative also offered to file a point of sale investigation request on her behalfMs [redacted] declined these offers, and the call ended shortly after with the account still activeWe apologize if Ms***’ concerns were not further escalated Viasat received a call from Ms [redacted] on December 31, because she’d been expecting a callback from a Viasat supervisorAt this time, the Viasat representative reviewed the notes on Ms***’ account, reminding her of the offer for half of her early termination fees to be waived, and transferred her call to a Viasat supervisor, per her requestDuring her conversation with the Viasat supervisor, Ms [redacted] was informed that the early termination fees were valid, and that the Customer Agreement was signed at the point of salePer Ms***’ request, the disconnection disclosures were read and her account was disconnected On January 1, 2018, Viasat charged Ms [redacted] $in early termination fees, but the payment failed As resolution to this complaint and in consideration of her short term as a Viasat subscriber, Viasat has waived the balance due of $in full as of January 2, Thank you for the opportunity to respond

Complaint: I am rejecting this response because:I have called and spoken with numerous customer service representatives to explain to them that there is tablet in use, along with a cell phone used sometimes, and in no way can that explain the amount of high data usage in the amount of daysI use a cell phone for 30-days a month and do not even come close to 5GB of usageI need a COMPLETE breakdown of the data that is being used, along with the hours of usage, not just dates and percentages, before I will be completely satisfied with the closing of this complaintThe reason I have the 10GB plan is because that is TWICE the amount of data that I am allotted on my phone, which should be sufficient data for the entire monthI do not stream any TV shows or moviesMy son downloads games from the app store, which should only use about 1GB of data A MONTH, at mostUsing TimeWarner cable, doing the same amount of downloads/games and I was only using 8GB a month for over two years, now that I am unable to use TimeWarner Cable, I am forced into using Satellite internet which has been highly disappointing and I will never recommend the use of ViaSat to any person that asks about itThe customer service is poor, along with the servicePaying $a month for internet to use for 5-days at a time is not good business Sincerely, [redacted]

Thank you for bringing Mr [redacted] complaint to our attention.Viasat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViasat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through Viasat’s data usage meter available at www.account.viasat.com.Our records show Mr [redacted] is currently receiving Viasat’s Unlimited Data Silver Mbps service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver Mbps 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, signed by Mr [redacted] on January 22, and Unlimited Data Policy available at exede.com/legal.On April 20, 2018, Mr [redacted] contacted Viasat in regards to his data usageMr [redacted] was advised that while he does have an unlimited amount of monthly data, after GB of usage, he could be prioritized behind other customers during periods of high usageA Viasat representative assisted Mr [redacted] in reviewing his data usage for the current and previous billing periodsAt the time, the Viasat representative noted nothing of concern with the data usage.Later that same day, Mr [redacted] contacted Viasat in regards to his previous callThe Viasat representative assisting Mr [redacted] reviewed his data usage and the devices connected to his Viasat leased modemAs Mr [redacted] stated there was a device connected that he did not recognize, the Viasat representative advised Mr [redacted] on changing his network password to ensure there was no unauthorized accessAt that time, it was determined that Mr [redacted] would contact Viasat ten days later in order to ensure the issue was resolved, and at that time, would be able to receive a credit for his inconvenience.? No further contact was received from Mr [redacted] until May 24, 2018, when Mr [redacted] contacted Viasat to request a refund for the month of service that had billed that dayMr [redacted] spoke with a Viasat supervisory representative, who reviewed Mr [redacted] account and offered a one-time $goodwill credit, as Viasat does not accept responsibility for a customer’s home network or any usage that may stem from an unprotected networkMr [redacted] accepted the credit, and it was applied to his account the same day.? On May 30, 2018, a Viasat representative contacted Mr [redacted] in regards to his recent customer service experiencesThe representative offered Mr [redacted] a free month of service, which Mr [redacted] acceptedDue to a systematic error, the credit was not applied at that timeWe apologize for any inconvenience this may have caused Mr***.? On June 25, 2018, Mr [redacted] contacted Viasat in regards to his June 24, billing, which had generated in the amount of $Mr [redacted] stated he was not showing the credits he had been promised and requested the credits be applied to his accountA Viasat representative reviewed Mr [redacted] account and determined that the $goodwill credit had been applied to Mr [redacted] billing, however the free month of service had notThe Viasat representative then applied the credit, and honored Mr [redacted] request to remove his payment method from his account.? At this time, Mr [redacted] free month has been applied to his account, and will be seen on his next monthly billing statementDue to this, Viasat believes that all appropriate action has been takenIf Mr [redacted] has any further questions or concerns, he 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: I pay the same amount as one of there regular customers and get NO service technical or otherwise from them or [redacted] **This is a joke how do you call this customer service they need to fix thisThis back and forth routine is a jokeI have filled a complaint with the Attorney General of the State of Missouri please let this compant know thisThis is not going awayI can see why they have a 97% negative rating with the Revdex.com Sincerely, [redacted]

Thank you for bringing Mr [redacted] ’ complaint to our attention.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 to you.? Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records show Mr [redacted] is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeMr [redacted] is currently receiving promotional discounts in the amount of $off for months, as well as a month credit to cover the cost of his EasyCare programThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Mr [redacted] contacted Viasat on February 7, to advise that he was experiencing slow speeds with his Viasat servicesA Viasat representative assisted him in troubleshooting, and it was determined that the problem was due to network congestionThe representative requested that Mr [redacted] contact Viasat in the morning to determine if this was the true source of the problem, as he should not be experiencing network congestion then.? In response to this complaint, Viasat has reviewed Mr [redacted] ’ accountAs of February 8, 2018, Viasat has not found any issues with Mr [redacted] ’ service.If Mr [redacted] has any further questions regarding his services or would like troubleshooting assistance, he 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: I will accept the financial restitution but will not accept their responseI was available for scheduling but being Viasat told me I already had an appointment with their tech support, I did not know that I would be receiving a phone call on 4/27, and 4/It was not until the dealer left a message that I even knew what the unknown number was calling me Sincerely, [redacted] ***

Thank you for bringing Ms [redacted] ’ complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat The Customer Agreement signed by Ms [redacted] on August 3, 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 feesIt also advises that monthly fees are payable in advanceCustomers are made aware of these points at the time of saleRegarding the charge to the credit card on Ms [redacted] ’ account, ViaSat collected an advanced payment of $on August 4, for the first month of service, in addition to prorated fees based on Ms [redacted] ’ installation date Ms [redacted] called ViaSat on August 4, regarding the charge to the card on her account, which belonged to her fatherAs Ms [redacted] did not know what the charge was for, the ViaSat representative reviewed the bill and advised her that it was for her first month’s billThe representative also provided Ms [redacted] with a breakdown of the charges, but offered to put in a refund request as a gesture of good willUnfortunately, the call droppedWe apologize for any frustration this may have caused Ms [redacted] to experience ViaSat received a second call from Ms [redacted] the same day regarding the charge, at which time she requested the payment method be removed from her accountDuring this conversation, Ms [redacted] advised that she had been informed by the sales representative that she would be charged for monthly service shortly after installation; however, she had been expecting a paper bill and to not automatically be chargedShe also advised that she’d been given the impression the payment method she provided at the point of sale would be removed from the system and would not be chargedThe ViaSat representative reviewed ViaSat’s billing process with Ms [redacted] When Ms [redacted] requested disconnection, she was reminded of the Customer Agreement and early termination fees, and offered a discount of $off her bill per month for monthsMs [redacted] declined the offer and requested to speak to a supervisor During her conversation with the ViaSat supervisor, Ms [redacted] was once again informed of ViaSat’s billing process, and discussed the removal of her father’s credit card from her accountWhen Ms [redacted] requested disconnection again, she was once again advised that early termination fees would be applied as there was no grace or trial period for the service Ms [redacted] called ViaSat on August 5, to ensure the payment method had been removed from her accountAt this time, the ViaSat representative accurately advised Ms [redacted] that the request had been submitted and that it could take up to a week to be processedMs [redacted] inquired about disconnection due to her point of sale concernsThe ViaSat representative informed Ms [redacted] that early termination fees would apply if she disconnected and that she would be responsible for returning the ViaSat equipment, per the Customer AgreementWhen Ms [redacted] disputed the early termination fees, she was correctly advised that ViaSat did not offer a grace periodMs [redacted] ended the call and the account remained activeA credit of $was applied to Ms [redacted] ’ account the same day ViaSat’s Customer Advocate Team (CAT) received a call from Ms [redacted] later the same day requesting disconnectionAt this time, the CAT representative advised Ms [redacted] that they would need to read disclosures to her and that the early termination fees would be validMs [redacted] decided not to disconnect her account that day and ended the call On August 8, 2016, the payment method on Ms [redacted] ’ account was successfully removed The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term In order to resolve this complaint, ViaSat will agree to waive Ms [redacted] early termination fees in full, provided that she disconnects her service prior to September 4, Ms [redacted] will be responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she will be charged unreturned equipment fees of $300.00, not including taxes, per the Customer AgreementViaSat will provide Ms [redacted] with a [redacted] box, free return shipping label, and illustrated instructions a week after her disconnection is processed If Ms [redacted] would like to move forward with the disconnection of her account, she may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### in reference to ticket no [redacted] Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ 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 September 15, to discuss the difficulties she was experiencing with her ViaSat servicesDuring her conversation with ViaSat's customer service representative, Ms [redacted] was advised to contact her companies IT department to discuss the issues she was experiencing with her VPN Later this day, Ms [redacted] made contact once again to discuss the issues with her services and her desire to disconnect the accountOn this date, Ms***'s account was disconnected and she was advised of the early termination fees that would be assessedHowever, on September 24, 2015, Ms [redacted] contacted ViaSat's customer service department once again as ViaSat had attempted to collect $for the Early termination fees On the call from September 24, 2015, her issue was escalated to our corporate care department for further reviewAs requested by Ms***, ViaSat's corporate care agent agreed to apply a credit to her account for the past due balance of $As a credit was applied to her account when Ms***'s ViaSat bill cycles on October 16, 2015, the account balance will be brought to zero As Ms [redacted] was issued a credit of $prior to the filing of the Revdex.com complaint, we believe this complaint was addressed and resolved before the filingThank 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 causedWhen Mr [redacted] filed his first Revdex.com complaint, ViaSat stated they would waive all the early termination fees and issue a refund back of $for the previous months chargeViaSat followed through with this and removed the charges and issued the refund of $on January 28, Mr [redacted] proceeded to dispute this charge of $with his financial institution or bank which resulted in a chargeback of $to ViaSatThis means Mr [redacted] not only received the refund of $from ViaSat he also received the refund of $back from his financial institution or bank which passed the charge on to ViaSatViaSat placed this charge back on to Mr [redacted] ’s account as it was a valid chargeIf Mr [redacted] feels this is not the case he will need to check with his financial institution or bank as we show he was refunded by both ViaSat and his financial institution or bank On March 21, ViaSat sent the $charge to an outside collection agency as it was not paidThis charge is a valid charge and will not be removed from the account until Mr [redacted] calls the collection agency and pays the $ Thank you for allowing ViaSat 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 They agreed to return my lease fee for $based on the conversation with customer service 2-13-and $($was part of the agreement) I should not owe anything and will return items immediately once the box to return the items arrives I have the service disconnected as of 2-13-and everything has been made right by Via Sat

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any frustration she may have experienced The Customer Agreement states that monthly fees are payable in advance, and 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 feesCustomers are also made aware of this at the time of the saleRegarding the failed payment of $that charged on October 4, 2015, this is a total for the first month of service, monthly equipment lease fees, and prorated charges based on Ms [redacted] 's installation dateThis was explained to Ms [redacted] on October 4, during a conversation with a ViaSat representative We apologize for the issues Ms [redacted] has experienced with her installationOur records show she also advised ViaSat of this issue on October 4, 2015, at which time a complaint was escalated internally for review and resolutionMs [redacted] was also provided with a goodwill credit of $for any inconvenience she may have experiencedAs of October 5, 2015, ViaSat's Home Service Provider (HSP) is actively looking into this matter, and should be in contact with Ms [redacted] within a week regarding resolution In order to further resolve this complaint, ViaSat will waive the remainder of the balance due of $from Ms [redacted] 's account Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for waiving the remaining balance it just did not make sense to me that I would have a bill two days after I started service and paid $for the installation seems like a lot

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] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedBetween October 27, and November 11, 2016, Ms [redacted] contacted ViaSat on twelve separate occasionsDuring Ms [redacted] ’s conversation with a ViaSat representative on November 8, 2016, she was educated that a new shipment would be sent to her homeA goodwill credit as applied to Ms [redacted] ’s account for the cost of the monthly voice services ($25.00)On November 14, 2016, a new ATA should have been shipped and received by Ms [redacted] If she did not receive the ATA, please have her contact ViaSat’s 24-Hour Customer Service at ###-###-####As Ms [redacted] received a credit for the monthly services related to the Voice services, ViaSat believes her complaint has been resolvedThank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I was not notified Sincerely, [redacted]

Thank you for bringing Mr [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 installationThe 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 Ms [redacted] electronic signature on the Customer Agreement dated February 17, The Customer Agreement provided to each new customer 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.It is our goal to provide our customers with the best internet experience possible However, 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 to you Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Viasat does not guarantee the sale of routers to customers, though some customers may receive modems with wireless routers built in as part of their service planMr [redacted] was not receiving a plan with a wireless modem and was therefore responsible for providing his own router for any wireless servicesOn February 19, 2018, Ms [redacted] contacted Viasat in order to receive assistance with connecting her router for wireless internet accessShe was assisted by multiple Viasat representatives, who advised her that since her computer was in a fixed location, to request a laptop from a neighbor or friend in order to establish the connection with the routerOn February 20, 2018, Ms [redacted] contacted Viasat in order to request a disconnection of her servicesShe stated that she had bundled through [redacted] and had been unaware they would set up new internet servicesThe Viasat representative assisting her offered to troubleshoot her services, as Ms [redacted] had been able to connect her router with the assistance of a friendMs [redacted] declinedThe Viasat representative offered to submit a point of sale investigation for Ms***, which she acceptedShe was advised to contact back within a few days to receive the results.On March 2, 2018, Mr [redacted] contacted Viasat in order to receive the status of the investigationHe was advised that all proper information and disclosures had been read at point of saleMr [redacted] stated he would contact Viasat again with his decision.On March 5, 2018, Mr [redacted] contacted Viasat in order to request a disconnection of his servicesHe declined retention offers, and the disconnection was processed the same day.At this time, Viasat does not agree to waive Mr [redacted] early termination fees for the following reasons: the point of sale investigation proved that all proper actions were taken and Viasat never received the opportunity to properly troubleshoot Mr [redacted] service for any issues, as required per the Customer AgreementViasat feels that all appropriate actions have been takenIf Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any issue she may have experienced with ViaSatAt the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as based on the service plans available in the area.? Customers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their areaMs [redacted] is currently receiving ViaSat’s Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a 10GB monthly data allowance and speeds up to Mbps for download, and up to Mbps for uploadViaSat’s 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 salePursuant 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 While Ms [redacted] can engage in activities, such as streaming Netflix, her activities are limited by the monthly data allowance of the plan she purchased, pursuant to the Data Allowance Policy as described aboveCustomers 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 costMs [redacted] called ViaSat on January 30, to request information regarding the disconnection of her ViaSat accountDuring her conversation with ViaSat’s customer service representative, Ms [redacted] was reminded of the Data Allowance Policy, and the applicable early termination fees should she disconnect her account In order to come to a resolution regarding this complaint and in recognition of the short term Ms [redacted] was a ViaSat customer, ViaSat will agree to disconnect her ViaSat account and waive her early termination feesIf she would like to take advantage of this offer, Ms [redacted] may contact ViaSat’s Customer Service Department at ###-###-#### and should reference ticket no [redacted] when she calls into Customer ServiceMs [redacted] 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 returnWe apologize for any frustration Ms [redacted] may have experiencedThank you for the opportunity to respond

Thank you for bringing [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused ? [redacted] is currently receiving ViaSat’s Exede Business GB at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with GB of monthly data, download speeds up to Mbps, and upload speeds up to Mbps? Per the Customer Agreement signed by [redacted] , the account holder, on February 6, 2017, the Internet Service plan is subject to data usage limits which are described in the Data Allowance Policy.? For [redacted] ’s Internet Service plan, upon reaching 100% or more of the data allowance, ViaSat will continue to provide internet service and count all increments of data beyond the monthly data allowanceViaSat will charge the additional usage rate in excess of the monthly data allowance.? [redacted] ’s ViaSat Internet Service plan subjects him to additional usage rate of $for each partial GB used ? On March 8, 2017, ViaSat collected $from [redacted] for the monthly services ($85.71) and additional usage ($8370)? On March 9, 2017, [redacted] contacted ViaSat to discuss the charges on her bill for the additional usageDuring this conversation, [redacted] was educated that her recent bill had GB’s of additional data used during the previous month which caused the $in additional charges and [redacted] was educated that these charges were valid per the Customer Agreement ? However, on April 5, 2017, [redacted] contacted ViaSat to discuss the charges on her bill due to the overages on the Business accountDuring this conversation, [redacted] was educated that a request would be made to have a credit applied to her account for these chargesAnd on April 6, 2017, [redacted] ViaSat account was credited $8,as a gesture of good faith ? Since the credit was applied to the ViaSat account, no further charges have been collected by ViaSat to dateAs of today, June 23, 2017, [redacted] has a credit balance remaining on her account for $ViaSat believes this credit is sufficient for the charge collected, and future bills ? [redacted] may contact ViaSat’s 24-hour Customer Service department at [redacted] if she has any further questions or concerns ? Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 9, 2015/07/29) */ Thank you for bringing Ms [redacted] complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused On May 28, Ms [redacted] contacted ViaSat's customer service department to discuss the disconnection of her accountDuring this conversation, Ms [redacted] was advised that due to no line of sight the early termination fees would be waived; however, that she would 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 pre-paid return shipping label was delivered to her home address within a week after her disconnection, and included illustrated instructions on what equipment she needed to returnHowever, on June 13, ViaSat only received the leased modem and not the leased transceiver The Customer Agreement signed by Ms [redacted] on February 23, 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 feesTherefore, on July 24, Ms [redacted] ' payment method was charged $for failure to return the leased transceiver If Ms [redacted] wishes to return the leased transceiver ViaSat will ensure that a refund of $is issued to her payment method on fileViaSat will request that an additional UPS box with pre-paid return shipping label is delivered to her home addressOnce the transceiver has been shipped and returned, please have Ms [redacted] contact ViaSat's customer service department at XXX-XXX-XXXX to request the refund of $ Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Everything piece of equipment that I had was returnedTheir tech that came out, took the equipment that they are referring toBecause the service was being cancelled due to deceptive practices on viasats part, I told him not to do anything else and to take their equipmentHe is in possession of said equipment and not II would like a refund of money illegally obtained ASAPThis Company has done nothing but deceive and take advantage of me since the order was placedThey knowingly put service in despite the knowledge that it wouldn't workAnd now they are taking advantage by taking money of out my account without my knowledge! Final Business Response / [redacted] (4000, 13, 2015/08/03) */ Customers are responsible for returning ViaSat's modem and transceiver after account disconnection or they will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementMs [redacted] was charged an unreturned equipment fee of $per the Customer Agreement signed by Ms [redacted] on February 14, With the new information provided by Ms [redacted] ViaSat will issue a refund for the $collectedWe apologize for any confusion or frustration this situation may have causedThank you

Thank you for bringing Ms [redacted] rebuttal to our attention.Viasat is a paperless company, and while we do not accept paper checks or money orders on a regular basis, we will receive them on a one-time goodwill basisAccording to our records, Viasat’s authorized collections agency reported Ms***’ payment of $as having been made on December 31, Viasat’s records were updated to reflect this as of January 12, and Ms [redacted] was removed from collections the same day.? Viasat has no record of any payment being received in the month of October.If Ms [redacted] claims that she has made the payment twice, Viasat requests a thirty day rolling bank statement showing the balances before and after each payment was made.? At this time, Viasat believes all appropriate action has 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.?

Thank you for bringing Mr [redacted] ’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedOur records show that Mr [redacted] was installed by Dish South an authorized ViaSat dealerWe apologize that Mr [redacted] has had issues getting in touch with themViaSat bills in advance and when ViaSat attempted to collect the first payment of $from My [redacted] the payment failedFor security purposes we don’t have the card number on fileWe show the card as being an American Express with an expiration date of 6/When this payment failed the service was placed into a non-pay suspension which is why Mr [redacted] stopped receiving the serviceAt the time of sale customers are advised of 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 April 2, and available at exede.com/legalViaSat has attached a copy of the customer agreement for Mr [redacted] ’ viewingIn order to arrive at a resolution ViaSat will waive Mr [redacted] ’ early termination fees should he wish to disconnect the accountViaSat has already waived the balance due of $leaving a current balance of $Mr [redacted] can call customer service at 866-945-and reference ticket # [redacted] to have the account disconnected at no chargeMr [redacted] will be read disclosures and told how to return the equipment using a prepaid shipping label and boxViaSat will follow up with the dealer regarding these issuesThank you for allowing ViaSat the opportunity to respond