ViaSat

Complaint: [redacted] I am rejecting this response because: Every time I made a phone call to Viastat/exede and also [redacted] **, before my wife or I even got to talk to anyone we were told the phone call is being recordedViastat/Exede needs to listen to every recordingIt clearly says when I put the original order in through [redacted] that the price I was given included phone serviceAs far as the internet goes, again, you need to listen to the recorded conversationsIn one of them I talked to a man in the sales deptwho told me there is NO charge to put it on a pole as long as it is within 50.ft of the house,(it is well within 20.FT) and every person I talked to when I put in each complaint told me I should not have been chargedIn my opinion I have I been lied to numerous times, By everyone from telling me I would get the $back, that someone would be calling me back to set up an appointment to put the pole where it should have been put and also to fix the broken molding around the window and to bury the wireWhat about all of that? you say you will cancel my internet service but you fail to say you won't charge me any any cancellation feesAs far as I am concerned I did not get what I ordered, you did not hold up your end of the contract and you completely failed to fix any and all of these problemsYes I still want my internet service canceled without being charged any cancellation fees, this will be my only acceptable outcome Sincerely, [redacted] ***

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 [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, 5, 2015/12/04) */ Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat The Customer Agreement, signed by Ms [redacted] on October 10, and available at exede.com/legal, advises that ViaSat does not guarantee that the service will be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer's home or their service gatewayThe Customer Agreement also 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 Our records show Ms [redacted] contacted ViaSat on November 8, because she was experiencing a connectivity issue, at which time she was guided through troubleshootingUnfortunately, the ViaSat representative was unable to resolve Ms***'s connectivity issues, and a service call was orderedMs [redacted] was also provided with a $goodwill credit for her issues ViaSat's technician went out to Ms***'s home on November 11, with no issues found with ViaSat's system Ms [redacted] called back on November 22, with an issue with her connectionOnce again, she was guided through troubleshooting, after which a service call was ordered and Ms [redacted] was provided with a $goodwill creditDue to an error, the service call order did not post into ViaSat's systemMs [redacted] called back into ViaSat on November 24, because her service call had not been fulfilled, at which time she was advised of the issueAnother service call was successfully placed at this time, and Ms [redacted] was provided with another goodwill credit of $ ViaSat's technician went out to Ms***'s home on November 28, and realigned her dish Our review of Ms***'s account as of December 4, shows that there are no current diagnostic issues with her serviceWe do show that Ms [redacted] has approximately eight devices connected to her wireless networkShe should be advised that having multiple devices connected to her wireless network can degrade her service speed and signal quality within her home If Ms [redacted] chooses to move forward with the disconnection of her service, ViaSat does not agree to waive any portion of her early termination fees Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I have already contacted Exede on 08/08/and asked that the service be disconnectedI spoke at that time with both [redacted] (who told me to call Exede) and a customer service rep at Exede as well as a supervisorI was spoken to in a rude manner by the supervisor and was on hold for over twenty minutesI have already requested over two phone calls and three people to disconnect the serviceI should not need to make another call to disconnect my serviceHere is my formal request in writing for the second time through the Revdex.comDisconnect the service I asked to be disconnected on 08/08/This has already cost me nearly dollars and several hours of my timeI have never signed a contract, nor have I been explained any early termination feeI will not pay you to have your dish removed from my property after I was originally told I would have free installation and was then charged for itI am now requesting my installation fee be returned to me as I will need to pay someone to remove the dish from my houseI certainly have received no email from you and have signed nothing electronically - you don't even have my email address as I have never given itCancel my service, send me a box if you want something returned to you and refund my installation fee or send someone out to remove the dish at your own expense Sincerely, [redacted]

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 experienced We feel the actions taken by Viasat adequately address Mr [redacted] complaint

Thank you for bringing Ms [redacted] response to ViaSat’s attentionWe apologize for any confusion she may have experienced with ViaSat’s servicesAs stated in the previous response these charges are valid and will remain valid until paidOnce paid the account will be removed the collection agencyThe customer has a responsibility to read the contract before signingOnce the contract is signed this places the customer into a year agreementIf the account is cancelled before the years are up they are responsible for the early termination fees per the electronic customer agreementThank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because:? For give me for taking perhaps more than days to respond, however it was a holiday weekend and the internet required to respond was either unresponsive or out all togetherI dispute the amount of times the company stated I had called to complain for it was many more times than listed.Also I vented fully in a survey and received no feed back at allThis company is as unresponsive as their internet.? I dispute the "upgrade" time overnightIt ends very much earlier than the time listed AND the turn over at am and 6am usually knocks us off line completely and I have to use my tech skills to attempt to reestablishNo I do not call them anymore for I know I am a beaten consumer with no other choice Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/12/15) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any frustration he may have experienced Mr [redacted] is currently receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan offers customers a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to Mbps The Customer Agreement, signed by Mr [redacted] on June 1, and available at exede.com/legal, advises that the service speeds may vary and are not guaranteedDue 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 equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activityDuring "peak periods," subscribers may experience slower download speeds depending on the congestion of the Exede networkViaSat tends to have more customers utilizing the network during peak timesPeak periods are typically 8:PM to 12:AM, local time, but may vary depending on the area Our records show Mr [redacted] called ViaSAt on June 13, because he was experiencing an issue with his speeds, at which time he was advised that congestion in his area was impacting his servicesViaSat received another call from Mr [redacted] on June 30, regarding his speedsDuring this conversation, Mr [redacted] was advised that he had exceeded his usage; however, as Mr [redacted] was unable to browse whatsoever, a free service call was provided to himOn July 2, 2015, Mr [redacted] was provided with 1GB of free additional data for his speed and connectivity concernsViaSat's technician went out to Mr [redacted] 's home on July 5, 2015, at which time no issues were found ViaSat was not made aware of any further speed issues Mr [redacted] may have experienced until November 18, 2015, when he called to disconnect his accountAt this time, the ViaSat representative offered Mr [redacted] a free month of service if he would keep his account, and suggested he call in for advanced troubleshooting with ViaSat's Technical Escalations DepartmentMr [redacted] agreed, and a credit of $was applied to his account Mr [redacted] called ViaSat back on November 19, regarding his speed and connectivity issues, at which time a service call was orderedViaSat's technician went out to Mr [redacted] 's home on November 23, 2015; once again, no issues were found with the ViaSat equipmentViaSat received another call from Mr [redacted] on November 29, 2015, at which time he was guided through troubleshooting and advised that there was high congestion in his area If Mr [redacted] chooses to disconnect his account, ViaSat does not agree to waive his early termination fees in full; however, in order to resolve this issue, ViaSat will waive half of the feeMr [redacted] will be responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he 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 his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return If Mr [redacted] would like to move forward with the disconnection of his account, he may do so by contacting ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a job during the day I use my computer mostly between and pmYou stated it, peak traffic is between and I should not have to pay for your service if it is useable during the time I need itIt is you're responsibility to provide proper band width , and you are not and have not since day oneThe last call I made to viasat was during the dayI was at work and a lady called me I missed the call the voice message said to call about my problem so I didIt was about 10am when I called back the guy said I was getting 10mbpsI said "Fine Im at workI'm not using my internet right nowI told him that was the problemYou keep on with the traffic during the time I use the internet like I'm supposed to be ok with thatAt that conversation the guy transferred me to a supervisorThe supervisor put me on hold and never came back You should quit advertising Excede Super Fast Internet because it is not In you're response you only listed my calls when I got someone who tried to helpThe free time I got was when I had no internet, it was down completely We have had your Wild Blue at our house on lake Somerville for years my wife uses that for emails and facebook during the day no problemI'm not being unreasonable I want a refundand I want you to take down you're dishI am to old to climb on the roof Final Consumer Response / [redacted] (4200, 10, 2015/12/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept your offer with one exception instead of paying halfI will pay you dollars for your cut off expense And agree to the rest of terms you statedYou have someone take down the dish, provide me with prepaid shipping boxes, and let me out of my contractThank you for trying to work with me on this matter [redacted] Final Business Response / [redacted] (4000, 12, 2016/01/05) */ As stated in our previous replies, the Customer Agreement, signed by Mr [redacted] on June 1, and available at exede.com/legal, advises that the service speeds may vary and are not guaranteedOnce again, ViaSat will agree to waive up to half of Mr [redacted] 's early termination feesThe approximate early termination fees are $270.00, not including taxes; therefore, Mr [redacted] will be responsible for approximately $135.00, not including taxesIf Mr [redacted] requires assistance with returning his equipment he [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXXViaSat is willing to order Mr [redacted] a free service call if he needs assistance Thank you!

Complaint: [redacted] I am rejecting this response because:If you weren't certain that Viasatwould be available in my area in early February then you should not have told me that it would become available then, as was done twice: the first time during my initial call to Viasat, and the second time by the technician during the installation.Here is a forum thread of people who were up in arms as well after expecting to have Viasat-available to them due to advertising/promises by Viasat:https://community.viasat.com/viasat/topics/wheres-viasat-2-it-is-well-int...⇄ it would seem I am not alone when it comes to having this issue.That you are willing to bend and waive half of my early termination fee indicates to me that you are at least accepting some responsibility, but what you really need to do is fully accept responsibility for your actions Sincerely, [redacted]

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 if ViaSat also waives the early termination fee as previously offered.? ? I have? received a UPS box with free return shipping label and illustrated instructions for the return of ViaSat’s modem and transceiver.? This will be returned upon receipt of the $charged to my wife's credit card.? Again, as previously stated, at no time did I, [redacted] , authorize the charge or provide any authorization of my electronic signature.? ? Also, as previously stated, the sales representative was not truthful in disclosure of the fees, or the service plan.? I strongly urge ViaSat to review training of their employees, and possibly record, with permission of the parties, so that future customers are protected from unscrupulous business practices, which may also have violated Federal or State of Florida laws.? Sincerely, [redacted] ?

(The consumer indicated he/she DID NOT accept the response from the business.) This information is completely information provided by the companyThe speeds they are claiming that I am getting are highly inaccurateI have contacted them several times since the service call and they have identified that I am receiving slow speeds due to packet loss on my equipment caused by their systemThey have not determined a way to fix the problemThey are being highly deceptive and are hiding the truth of the situationWhoever the person is that responded to this has incorrect information or they are flat out lying about everything Complaint Response Date bumped because: Data Base Migration

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 meThank you so much for helping my mother It's a sad day when people take advantage of the elderly Had they checked with their collection agency who told us to send a money order, (which they told me on the phone they don't use collection companies.) this would have be resolved immediately but instead they just kept at me to pay on the phone I checked my mother's bank account and the debit they said they were going to take out was not debited.I greatly appreciate your exceptional service Revdex.com! Sincerely, [redacted] Daughter of [redacted] *** *** Sincerely, [redacted]

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr [redacted] was responsible for returning ViaSat’s modem and transceiver within days after disconnection, or he would be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A [redacted] box with a prepaid return shipping label delivery was attempted; however, Mr [redacted] never receivedViaSat only sends the box and label as a courtesyViaSat charged Mr [redacted] on January 30, when the equipment was not returnedThe total charge was $When ViaSat attempted to collect this payment it failed multiple timesOn April 28, the payment of $went throughMr [redacted] received the box and label and sent the equipment back which ViaSat received on April ViaSat has credited back the account and issued a refund of the $back to the payment method today May 5, Mr [redacted] will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced Our review of her account shows that she contacted ViaSat on August 26, to move her service to a new address, and to disconnect her original serviceMs***'s requests were processed accordingly, and a request for the waiver of her early termination fees was escalatedUnfortunately, because the service was not active at Ms***'s new address yet, the request was rejected On September 1, 2015, Ms [redacted] was charged $in early termination feesShe contacted ViaSat the same day regarding the charge and her move, at which time a refund request was placedViaSat's timeframe for processing refunds is 7-business days, though the timeframe made vary depending upon volume Ms [redacted] called back on September 12, and September 15, regarding her refundEach time, she was accurately advised that the ticket was still open and had not been worked yetDuring the September 15, conversation, Ms [redacted] was also provided with instructions on how to email a copy of her bank statement into ViaSat for reimbursement of her overdraft feesOn September 18, 2015, a refund of $was issued to Ms***'s payment methodIt may take 3-business days from the issue date for Ms [redacted] to see the amount deposited into her account ViaSat received another call from Ms [redacted] regarding the reimbursement of her overdraft feesDuring this conversation, Ms [redacted] was advised that she must fax in a copy of her 30-day rolling bank statement showing the charge for the early termination fees and the subsequent overdraft feesShe was also advised that ViaSat would reimburse her via check if her claim was found validMs [redacted] understood In response to this complaint, ViaSat checked its eFax queue to determine if any fax has been received from Ms [redacted] from the following email address: [redacted] @yahoo.comAs of September 23, 2015, ViaSat is unable to locate any documentation from this email addressIf Ms [redacted] could please resend her bank statement via email to [redacted] @viasat.com with her name and account number in the subject line, ViaSat will be able to reimburse her for her overdraft fees as soon as possible Regarding the early termination fees associated with her currently active account, if Ms [redacted] chooses to move forward with its disconnection, ViaSat does not agree to waive the early termination fees Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any frustration she may have experienced Ms [redacted] was receiving ViaSat’s Liberty GB + Complimentary at $a month, plus applicable taxes and a $monthly equipment lease feeThe Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, 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 Ms [redacted] on August 9, states that monthly service and lease fees are payable in advanceCustomers are also made aware of this at the time of the saleAt the time of sale, Ms [redacted] was transferred to an internal department at [redacted] to complete the sale of the satellite internet service [redacted] is an authorized reseller of ViaSat’s services [redacted] provided Ms [redacted] ’s credit card information when the order for her internet services was submitted to ViaSatWe apologize for any confusion regarding the sales process that Ms [redacted] may have experienced, and if this was not communicated to her satisfaction The Customer Agreement also 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 Ms [redacted] ’s account order was submitted on August 1, 2016, with her installation scheduled for August 6, On August 2, 2016, ViaSat collected a payment of $from Ms [redacted] for the standard installation feeOn August 5, 2016, ViaSat’s Home Service Provider (HSP) contacted Ms [redacted] to reschedule the appointment, but there was no answer and a message was leftThe HSP spoke to Ms [redacted] later that same night, at which time her appointment was rescheduled for August 9, ViaSat’s technician went out to Ms [redacted] ’s home on the appointment date; however, due to a technical issue, they were unable to provision Ms [redacted] ’s modem, and a field technician supervisor was sent to her location to finish the installation On August 12, 2016, ViaSat collected a payment of $from Ms [redacted] for her first month of service, plus prorated fees based on the date of her installationMs [redacted] called ViaSat the same day regarding the charge to her account, at which time she was advised that ViaSat billed a month in advanceThe ViaSat representative also reviewed the pricing of Ms [redacted] ’s service and advised her of the prorated feesMs [redacted] informed the ViaSat representative that she felt the price had been misquoted at the point of sale and inquired about disconnecting, at which time she was advised of the early termination feesMs [redacted] advised she would call back to disconnect ViaSat received a call from Mr [redacted] on August 17, regarding the account and the billingDuring this conversation, Mr [redacted] advised that he had been unaware of the priority data allowance and that ViaSat billed a month in advance at the point of saleAt this time, the ViaSat representative reviewed the billing and service plan pricing with Mr***When Mr [redacted] requested disconnection, he was reminded of the early termination fees and correctly advised that there was no grace period associated with ViaSat’s servicePer his request, Mr***’s call was transferred to a supervisor for further support During his conversation with the ViaSat supervisor, Mr [redacted] was once again that ViaSat did not provide a trial period, and that early termination fees would apply if he disconnectedThe account remained active at this time On August 31, 2016, ViaSat received a chargeback from Ms [redacted] ’s financial institution for the payment of $In response, ViaSat issued a refund for this amount; however, as it was considered a valid charge, it remained on her account as a balance dueHer payment method was also removed from ViaSat’s systems the same day On September 9, 2016, Ms [redacted] called to disconnect service, at which time she was reminded of the early termination feesMs [redacted] was also advised that ViaSat could stop the automatic billing, but also reminded that customers were required to have an active payment method on file, per the Customer AgreementThe ViaSat representative also offered Ms [redacted] a discount of $off her bill per month for months, and advised that she should also be receiving a bundle discount on her [redacted] billMs [redacted] declined the representative’s offer, and moved forward with the disconnection of her service ViaSat charged Ms [redacted] $on September 12, for her early termination fees ($344.00) plus the existing balance due ($80.40)As there was no payment method on file, however, no amount was collectedOn October 11, 2016, ViaSat was advised that Ms [redacted] ’s transceiver had not been returnedPer the Customer Agreement, on October 12, 2016, ViaSat charged her an additional in unreturned equipment fees, creating a total balance due of $ Ms [redacted] called in about the balance due on October 23, because she’d received notice in the mail about itAt this time, the ViaSat representative reviewed the charges and, per Ms [redacted] ’s request, escalated a request for her to be sent physical copies of her itemized billingThese were sent to her on November 1, On October 31, 2016, Ms [redacted] ’s account was sent to outside collections for further actions on the balance dueShe called back on November 2, to dispute the unreturned equipment feeAt this time, the ViaSat representative confirmed the transceiver had been returned, and escalated a request to have $waived from the collections balance As resolution to this complaint, ViaSat will agree to waive the balance due of $from collections in fullThis request has been escalated as of November 8, ViaSat did not report Ms [redacted] ’s account to any credit agencies Thank you for the opportunity to respond

Thank you for bringing [redacted] ’s complaint to our attention The Customer Agreement, signed by [redacted] on July 20, and available at exede.com/legal, advises that ViaSat’s Internet service is available at locations within the United States with an unobstructed view of the southern sky Our records show [redacted] called ViaSat on May 31, because she needed her equipment relocatedAs the ViaSat representative interpreted this as [redacted] requesting that her services be moved to a new physical address, they instructed to contact her local ViaSat dealer for further assistance [redacted] called ViaSat back on June 6, regarding her equipment relocation, at which time her call was transferred to ViaSat’s Moves and Reconnects Department for further assistance During her conversation with ViaSat’s Moves and Reconnects representative, it was determined that [redacted] was attempting to move her equipment to someplace on her existing property and that she had made attempts to work with her local ViaSat dealer, but that he was no longer in businessAt this time, a request was escalated to change the service call responsibility for [redacted] ’s account from the dealer to ViaSat so she could be serviced by ViaSat directlyThis request was processed on June 7, On June 8, 2017, [redacted] called back to have the relocation service call orderedAt this time, she was informed that there was a standard $charge associated with the service call; however, she was also offered a chance to opt into ViaSat’s EasyCare programCustomers who opt into the EasyCare program are not charged for required service calls (normally $95.00), receive one complimentary dish relocation per year (normally $200.00), and are provided with priority access to ViaSat’s 24-hour Customer Service department [redacted] chose to add EasyCare to her account, and the service call was orderedAdditionally, [redacted] was provided with a discount of $off for months for any frustration she may have experienced ViaSat’s technician went out to [redacted] ’s home on June 13, to fulfill the work order, but determined that there was no viable place to reinstall the dish where [redacted] wanted it due to line of sight issuesThe technician advised [redacted] that trees would have to be trimmed and some removed before the service could be reinstalled at the new location [redacted] advised she would think about it; however, on June 22, 2017, she contacted ViaSat’s Home Service Provider (HSP) and informed them that she was no longer in need of the service callThe order was cancelled accordingly ViaSat did not receive further contact from [redacted] until July 28, 2017, when she called to request that her payment method be removed from her account, and that another service call be ordered for the relocation of her dish because the home the service had been installed at was being demolishedThe ViaSat representative submitted both requests accordingly On July 28, 2017, the technician reached out to [redacted] regarding her relocation request, and advised once again that there would be no line of sight where she wanted the dish removed [redacted] declined to trim or remove any trees, and asked that a different technician be sent out to provide a second opinionOn August 1, 2017, [redacted] ’s payment method was removed from her accountA another member of the HSP called [redacted] the same day to discuss the situation, and to advise that nothing could be done if there was no line of sight availableThe service call was cancelled on August 2, [redacted] called ViaSat on August 4, to disconnect service due to the line of sight issuesAt this time, she was informed of the disconnection disclosures; however, the ViaSat representative escalated a request to have her early termination fees waived since the service could not be relocated on her propertyWhen [redacted] requested a refund for the July 24, payment of $86.79, she was informed that one would be requested, but that there was no guarantee it would be honored [redacted] understoodUnfortunately, the ViaSat representative failed to properly escalate the refund requestWe apologize for any frustration this may have caused her to experience ViaSat received another call from [redacted] on August 5, once again to request a refund for the $payment, at which time a refund request was createdAs [redacted] ’s payment method had been removed, per her request, the request was rejected, with the representative noting that [redacted] would need to update her payment methodThe same day, [redacted] ’s early termination fees were waived in full [redacted] called ViaSat on August 18, because she had not received her refundAt this time, the ViaSat representative incorrectly informed her that the refund would appear on her next bill cycle date [redacted] also mentioned at this time that she was still waiting for the box to return ViaSat’s modem and transceiver, per the Customer Agreement, but an escalation was not created ViaSat received another call from [redacted] regarding her refund on September 2, At this time, the ViaSat representative advised her that the refund had been rejected due to the status of her payment method [redacted] requested a refund via check; however, the request was not re-escalated properlyOn August 9, 2017, the request was closedWe apologize for any frustration this situation may have caused [redacted] to experience The Customer Agreement advises that customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a [redacted] box with a prepaid return shipping label and illustrated instructions within a week after disconnection On September 5, 2017, ViaSat was informed that [redacted] had not returned her equipmentSubsequently, on September 24, 2017, ViaSat charged her $in unreturned equipment feesAs there was no payment method on file, no payment was collected [redacted] called about this charge the same day, at which time she was informed that it was for not returning the equipment [redacted] advised that she had not received the equipment return kit; unfortunately, this failed to be escalated accordinglyWe apologize for any frustration this may have caused [redacted] to experience A member of ViaSat’s Corporate Resolution Team reached out to [redacted] on September 25, in response to an email she had sent; however, there was no answer and no opportunity to send a messageThe same day, ViaSat’s Social Media Team also received contact from [redacted] regarding her equipment return kit, at which time an escalation to ViaSat’s Logistics Department was created so a second box could be sent out to her In response to this complaint, ViaSat has created a request to have a refund check of $issued to the following address as of September 26, 2017: [redacted] should be advised that it may take her two to four weeks for her to receive this refund checkThe balance due of $will be waived upon the return of ViaSat’s equipment Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: ViaSat closed my open online ticket within hours of it being filed, offering no resolution as they stated The service has already been completed and we were forced to upgrade our service, due to what I see as unethical (possibly illegal) business practices The settlement money that is listed is based more on the principle of the situation, than the dollar figure Unfortunately it took me filing a complaint with the Revdex.com to get a response from the company different than "MrHaase there is not anybody that can resolve this situation for you." The service tech then said it was their faulty equipment when he came out which makes matters worse Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 4, 2015/12/04) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat The Customer Agreement, signed by Ms [redacted] on April 19, and available at exede.com/legal, advises that customers are required to return ViaSat's modem and transceiver within days after the disconnection of their accountFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions to their home or requested shipping address within a week after their disconnection Our records show Ms [redacted] contacted ViaSat on August 20, to disconnect her account, at which time a request was escalated to have to equipment return kit delivered to the following address: [redacted] XXXXX Our review of tracking no1Z6ERXXXXXXXXXXXXX shows that the alternate address request was received by UPS on August 21, and that the box arrived in Phoenix, AZ on August 26, After that, it appears the box was lostBetween September 6, and November 20, 2015, ViaSat sent multiple interception requests for the package, but it was unable to be locatedUPS opened up a lost package investigation on December 1, On October 20, 2015, ViaSat charged Ms [redacted] $in unreturned equipment fees, per the Customer Agreement As resolution to this complaint, ViaSat has issued Ms [redacted] a refund of $to her payment method as of today, December 4, Ms [redacted] should be advised that it may take 3-business days for her to see it deposited into her accountViaSat will also internally request that a second box be sent to her home address for the return of the equipment We apologize for any frustration Ms [redacted] have experiencedThank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention.? Our records show Mr [redacted] is receiving Viasat’s Unlimited Silver service plan at $a month, plus applicable taxes and a $monthly equipment leaseThis service plan offers a GB monthly priority data allowance at regular speeds up to Mbps download and Mbps upload.The Customer Agreement, signed by Mr [redacted] on February 14, 2018, 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 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 termA copy of Mr [redacted] signed Customer Agreement has been mailed to him as of May 4, 2018.Viasat is a paperless company and does not offer billing through the mailCustomers have access to view and print their bills on the customer portalViasat customer service is available hours a day and seven days a week to assist customers in gaining access to the customer portal.? Mr [redacted] contacted Viasat on March 2, to discuss disconnecting his service and was informed of early termination fees that would be charged if he made that decisionMr [redacted] asked the Viasat representative to remove the payment method he had on fileThe Viasat representative processed that request.? ? Mr [redacted] contacted Viasat on April 17, to have his payment method removed from his account as the previous request had not been finalized in the system.? The Viasat representative processed that request againWhen Mr [redacted] requested paper bills to be mailed to him instead of paperless billing, he was informed of Viasat’s paperless billing policy and provided with self-help options.? The Viasat representative also advised Mr [redacted] that he could access his signed Customer Agreement onlineAs Mr [redacted] was complaining of a connectivity and speed concern, the Viasat representative performed troubleshooting, and determined that there were no issues found with Mr [redacted] Internet service.? Our review of Mr [redacted] account as of May 4, shows that Mr [redacted] is actively utilizing the serviceAs such, Viasat does not agree to waive Mr [redacted] early termination fees in full if he chooses to disconnect service.? Thank you for the opportunity to respond