ViaSat

Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ Thank you for bringing Mrs [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused At the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain gaming limitations Each of these points is also addressed in the Customer Agreement signed by Mr [redacted] on August 31, and available at exede.com/legal We apologize if Mrs [redacted] feels these points were not communicated to her satisfaction Mrs [redacted] called ViaSat on August 31, to disconnect her accountThe Customer Agreement signed by Mr [redacted] obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will apply Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termHowever, on this call Mrs [redacted] was advised that the early termination fees could be waivedYet, in error this was not noted on Mrs [redacted] 's account On September 1, Mrs [redacted] called to finalize the disconnection of her account at which time she was incorrectly advised that she would be responsible for approximately $in early termination feesThe agent advised Mrs [redacted] of the alternate plans available within her area; however, she did not wish to upgrade her account and the account was subsequently disconnected Mrs [redacted] contacted ViaSat's social media team and informed them of the information provided to her at the time of sale, and during her call with ViaSat's Customer Service Department on August 31, Due to the information previously agreed to by ViaSat's customer service representative, the social media agent educated Mrs [redacted] that her early termination fees would be waived as a gesture of good faithOn September 3, Mrs [redacted] 's account was credited $for the early termination fees and first month of service Mrs [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 return Given this information, ViaSat feels this complaint has been resolvedThank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’s complaint to our attentionWe apologize for any issues he may have experienced regarding ViaSat’s Data Allowance Policy? Our records show Mr [redacted] is receiving ViaSat’s Exede GB Internet service plan at $a month, plus applicable taxes and a $monthly lease feeThis service plan provides GB of data per month, download speeds up to Mbps, and upload speeds up to MbpsMr [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 March 20, ? 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.myexede.net? 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 work ? The 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 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? On January 6, 2017, ViaSat received a call from Mr [redacted] regarding his usageDuring this conversation, the ViaSat representative educated Mr [redacted] of his usage and how to monitor the usage via the self-help siteAdditionally, Mr [redacted] was educated on alternate plans available to him within his area, buy more, and how to monitor his usage correctly ? Later on January 6, 2017, Mr [redacted] contacted ViaSat once to discuss the Data Allowance PolicyHe was once again educated on the data allowance policy, and alternate plans available within his area ? Should Mr [redacted] ’s current plan not be meeting his needs, the following plans are also available in his area: ? Liberty - WiFi- $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty - WiFi- $a month, plus applicable taxes and a $monthly equipment lease feeLiberty - WiFi- $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease feeExede-10GB - $a month, plus applicable taxes and a $monthly equipment lease fee.Exede-15GB - $a month, plus applicable taxes and a $monthly equipment lease fee? As of today, February 17, 2017, Mr [redacted] has used GB of his GB plan, and GB of additional usage was purchasedThe majority of Mr [redacted] ’s usage has gone towards web browsing, other traffic (software updates, secure connections, and generic traffic), system updates, and marketplaces (app stores, eReaders)? If Mr [redacted] would like to transition his service to a plan that better meets his needs or is experiencing any issues with his service, he may contact ViaSat’s 24-hour Customer Service Department at [redacted] .?

? Complaint: I am rejecting this response because: this is untrue? I had service to my house and the service guy said the eye on my satellite dish was bad and he replaced it? Now my internet is working fine again? So I was correct and it's very bad customer service that I have to pay for them to fix there equipment? I don't think that should be allowed? They can lie all they want but I have the proof where he came snd fixed it Sincerely, Joni Kelley

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusionOur records show that Ms [redacted] purchased ViaSat’s internet service and had it installed on August 25, 2016.? At the time of sale, customers are informed that if they rent their property, they need to have their landlord’s permission before installation.? ViaSat was not informed by Ms [redacted] that the service installation was not approved by you and thus ViaSat installed the service as authorized by Ms [redacted] .? Each customer has access to ViaSat’s Customer Agreement at [redacted] .? 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] ’s electronic signature on the Customer Agreement dated August 25, ? ? On August 26, 2016, Ms [redacted] contacted ViaSat to request the disconnection of her ViaSat accountDuring this conversation, Ms [redacted] was advised of the early termination fees that would apply should she move forward with the disconnection of her ViaSat accountMs [redacted] advised that she would like to disconnect her ViaSat accountIf 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 termAt the time of disconnection, Ms [redacted] was advised that she was responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she 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 was delivered to her home address within a week after her disconnection, and it will include return instructionsOn August 28, 2016, ViaSat collected $from Ms [redacted] for the early termination feesThen on September 28, 2016, Ms [redacted] was charged $for failure to return the leased ViaSat equipment As a gesture of good faith, ViaSat will agree to refund Ms [redacted] the $for the early termination feesHowever, ViaSat does not agree to refund the $for failure to return the leased equipment until the equipment has been returnedThe refund of $will be issued to the payment method on file as of September 29, Ms [redacted] should receive this refund within three to five business days If Ms [redacted] needs additional labels and boxes, please have her contact ViaSat’s 24-hour Customer Service Department at ###-###-####Thank you for the opportunity to respond

Thank you for bringing [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedThe Customer Agreement signed by [redacted] on March 7, authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees Section of the Customer Agreement authorizes ViaSat to automatically withdraw from [redacted] payment method on file for ViaSat’s servicesHowever, [redacted] does not have a valid payment method on file, and the payments collected are onetime payments submitted by [redacted] herselfAdditionally, the Customer Agreement signed by [redacted] states under section (b) Billing and Charges: You agree to pay, in accordance with the provisions of the Service plan you selected, any registration, activation or monthly fees (including, without limitation, any applicable discounts), service charges, minimum charges and other amounts charged to or incurred by you, or by users of your account, at the rates in effect at the start of the billing period in which those amounts are charged or incurredYou agree to pay all applicable federal, state and local taxes, fees and surcharges related to your use of the Service, provision of services, software or hardware or the use of the Service by users of your accountInformation on our charges and surcharges may be made available to you on www.exede.com or www.wildblue.com, as applicable to your ServiceWe will send your billing statements to the email address you provide to us, and you agree that this is sufficient notice for all purposes as to charges incurred and paid or to be paid to usYou understand and agree that you will not receive a paper statement in the mailAdditional terms relating to pricing, billing, and payment which are an integral part of this Agreement are contained in your Service plan detailsViaSat reserves the right to correct and charge under-billed or unbilled amounts for a period of days after (i) any incorrect statement was issued or (ii) a statement should have been issuedPayment of the outstanding balance is due in full each monthOn June 12, 2016, [redacted] submitted two onetime payments of $in which, one failed by her bankAt that time, [redacted] had a monthly balance due of $Because to this payment and the credit on her account for $111.48, a balance of $remained on [redacted] account – the difference between the onetime payment of $and balance owed of $On July 8, 2016, [redacted] monthly ViaSat bill cycled for $ViaSat received a call from [redacted] on July 12, to advise us that a onetime payment had been made, and requested to have her account resumedPlease see the below table which outlines all action taken on MsMyers ViaSat account: Payment Date: Payment Amount: Payment Method (ETF, Credit, Chargeback) Charge For: Balance: $Credit Card One Time Monthly Services $Credit Card One Time Onetime ($111.48) $ACH One Time Onetime ($222.96) $ACH One Time Onetime -$Chargeback received on 5/19/for from 2/19/Credit $$ACH One Time Onetime -$$ACH One Time – Failed Onetime -$$Credit Card One Time Monthly Services [redacted] sent ViaSat an email on July 14, describing her issues, and request for a refund for the July paymentViaSat replied to [redacted] email letting her know that no refund was owed due to the reversal performed by her bank for the duplicate payment on June 12, 2016, and as the July 12, payment was for her July billHowever, as a gesture of good faith, ViaSat applied a credit to [redacted] account for $to be applied towards her August 8, billAdditionally, [redacted] has been given credits of $off her monthly bill since November 4, These credits will be applied to her monthly bills through October Given this information, and our previous replies to [redacted] direct emails, ViaSat believes this complaint has been resolvedThank you for the opportunity to respond

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

Complaint: [redacted] I am rejecting this response because:The company does not offer an appropriate solutionMrs [redacted] services do not work as stated, nor did the representative use "up to" describing the online serviceMany customers have complained that the online service is very slow and is comparable to diserviceHow will Mrs [redacted] know the terms and conditions when the agreement was signed via a mobile phoneThe representative did not disclose important details regarding the agreement insofar as termination fees nor the "fine print"It would be fair to understand the misconduct of the representativeYes, she has been using the service and called a few days after countlessly about the issues she was havingPlease advise on the next appropriate actionIf the matter is not resolved please make notation of the company's unethical practice to caution prospective customers Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/09/11) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any confusion or frustration this situation may have caused At the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain limitations Each of these points is also addressed in the Customer Agreement signed by Ms [redacted] on September 6, and available at exede.com/legal We apologize if Ms [redacted] feels these points were not communicated to her satisfaction Ms [redacted] chatted into ViaSat's Customer Service Department on September 09, to disconnect her accountThe Customer Agreement signed by Ms [redacted] obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will apply 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 bring this complaint to resolution, ViaSat will agree to disconnect Ms [redacted] 's account with waiver of the early termination feesHowever, ViaSat is unwilling to refund Ms [redacted] for the monthly charges as she has utilized the services ViaSat would like to offer Ms [redacted] a free service call to have a technician remove the satellite dish as Ms [redacted] requested The technician is not able to take the equipment Therefore, Ms [redacted] is responsible for returning ViaSat's modem and transceiver to ViaSat using the UPS box and free return label sent to Ms [redacted] If the equipment is not returned, Ms [redacted] will be subject to an unreturned equipment fee of $300.00, not including taxes, per her contract Ms [redacted] may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX to move forward with the disconnection (with waiver of ETF's) and to have a service call created for removal of their ViaSat leased equipmentViaSat has included a copy of Ms [redacted] 's signed Customer Agreement for her review Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I have repeatedly sent emails to this company and have stated in writing that my account is canceled on Feb15.? This is stated in every email.? If they do not have a record of this, it is because they ignore it sending a message it will not be reviewed because the ticket is closed.? This is harassment.? They want me to have rewrite every time I contact them.? This is stupid that they refuse ongoing communication.? They have charged me another month although I have returned their equipment at my own expense and stated I canceled on Feb 15.? As to not saying I owned months, that is exactly what he said.? If they reviewed this, they know I canceled.? The person I was talking to hung up on me and said he refused to cancel unless I listened to him read something to me.? I wanted this in writing and repeatedly asked for it at the time and in emails which I never received? I repeatedly requested an address to send their equipment back which they ignoredI sent the equipment back at my own expense and informed them of this? This is a dishonest business which puts up refuses to communicate so they can charge more money.? They try to wear out people.? The have now charged me $for a service that I have canceled.? They owe me money according to their own calculations.? I have attached emails showing my attempts to communicate and my cancellation.? A business does not have the right to refuse cancellation.? Due to charging me a month and a half I did not use, they now have owe me money.? I have not authorized these people to charge my credit card EVER!! I told them at the beginning I preferred to do my payments myself.? They also repeatedly ignored this.Sincerely, [redacted]

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy the 24-month minimum service term commitment, and the early termination fees should the account be cancelled priorEach of these points are also addressed in the customer agreement signed by Ms [redacted] on August 22, and available at [redacted] We apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat understands that the service is not meeting Ms [redacted] ’s needs or expectations, so in order to arrive at a resolution ViaSat is willing to let Ms [redacted] out of her month contract with no early termination feesThere will be no refunds issued to the accountShould Ms [redacted] wish to disconnect she will need to contact customer care at ###-###-#### and reference ticket number [redacted] During this phone call she will be read the disclosures which include the return of two pieces of equipment using the prepaid shipping label and box that is supplied by ViaSat at the time of disconnectionViaSat will not remove the dish or the equipment this is the customer’s responsibility per the signed customer agreementFailure to send back the two pieces of equipment will result in a charge of $150.00? charge for each non-returned piece not including taxesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe customer agreement signed by Mr [redacted] on February 26, states that monthly fees are payable in advanceCustomers are also made aware of this at the time of saleWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionMr [redacted] called in stating that the service was not working properly and went through the basic troubleshooting with a ViaSat agentViaSat does not see where any service call was scheduled for Mr [redacted] In order to arrive at a resolution ViaSat is willing to let Mr [redacted] out of the contract with no early termination fees due to the length of service; however, there will be no refunds issued at this timeIf Mr [redacted] would like to disconnect his account he can call Customer Care at 866-945-and reference ticket number [redacted] At that time Mr [redacted] will need to be read the disclosures on the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention Ms [redacted] is currently receiving Viasat’s Liberty – Boost + Free Zone at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and Mbps uploadsPursuant 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 resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetCustomers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms [redacted] on July 11, 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 softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed Our records show Ms [redacted] called Viasat on October 18, because she was experiencing slow speedsDuring this conversation, Ms [redacted] was guided through troubleshooting, but her speeds varied throughoutIt was recommended to Ms [redacted] that she disconnect any devices not in use from the network and purchase a signal booster Viasat did not hear back from Ms [redacted] until January 12, 2018, when she requested information about Viasat’s Video Data Extender (VDE)The VDE is an account setting that allows customers to limit their streaming video to DVD quality or 480pBy limiting streaming video quality, it can save how much data a customer uses during their billing periodDuring this conversation, Ms [redacted] expressed dissatisfaction with the Viasat service, advising that it did not work with her security system Ms [redacted] called back on February 6, to report she was experiencing slow speeds, at which time she was informed that she had exceeded her monthly Priority Data allowance and was receiving Liberty Pass speedsThe Viasat representative also offered to transition Ms [redacted] service to a plan that better met her needs, but Ms [redacted] declined and requested a supervisorDuring her conversation with the Viasat supervisor, Ms [redacted] was provided with information regarding her service plan details and data usageMs [redacted] advised that she would call back Viasat does not agree to waive Ms [redacted] early termination fees in full if she disconnects service; however, Viasat will agree to waive half of the charge if she disconnections prior to February 16, Ms [redacted] may contact Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no [redacted] if she would like to move forward with disconnecting her account Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat Our records show Mr [redacted] called Viasat on December 7, to move his service to a new location, at which time his request was processed accordingly ViaSat’s technician went out to Mr [redacted] ’s new address on December 23, Unfortunately, the technician was unable to find grounding for the installation and, therefore, was unable to complete it On January 1, 2017, ViaSat charged Mr [redacted] $in monthly service fees on his original accountAs there was no payment method on file, no amount was collected Mr [redacted] called ViaSat on January 3, to make a payment for the balance due and to disconnect the accountDuring this conversation, Mr [redacted] advised that the ViaSat technician had been unable to complete the installation at his new homeThe ViaSat representative disconnected Mr [redacted] ’s account and escalated a request to have the early termination fees waivedUnfortunately, the request was denied on January 4, We apologize for any frustration this may have caused Mr [redacted] to experience On February 1, 2017, ViaSat charged Mr [redacted] $in early termination feesAs there was no payment method on file, no amount was collected Mr [redacted] called in the same day regarding the balance due, at which time he advised the representative that he’d had two technicians go out to his new home for the installation of serviceThe first technician had been unable to complete the installation, but the second technician had been able to install an account under a different name at the service addressAs Mr [redacted] was unable to provide the new active account number, he was advised to call back once he had that information On February 18, 2017, Mr [redacted] provided ViaSat with the account number associated with the active accountOnce again, a request to have the early termination fees waived was escalatedUnfortunately, this second request was also deniedMr [redacted] ’s account was sent to outside collections on February 21, Mr [redacted] was advised on March 6, that his waiver requests had been denied As resolution to this complaint, ViaSat has moved forward with having Mr [redacted] ’s account removed from collections as of March 7, Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s rebuttal to our attention As previously stated, during the May 29, conversation, Ms [redacted] was advised that her concerns were directly related to her exceeding her monthly Priority DataMs [redacted] is currently receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides GB of monthly Priority Data allowance for use at regular speeds up to Mbps download and Mbps 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 signed by Ms [redacted] on May 24, Additionally, our records indicate Ms [redacted] had a conversation with a ViaSat representative on June 28, regarding her data usage and the Liberty plan service details, including the Liberty Pass ViaSat received two calls from the [redacted] es on July 12, regarding a service issueBoth times, they were guided through troubleshooting, and both times showed that they were receiving speeds within advertised range and were able to connect Once again, ViaSat does not agree to waive the early termination fees of approximately $in full; however, as resolution to this complaint, ViaSat will waive half of the fees, provided that she disconnect prior to September 28, This will leave her responsible for early termination fees of approximately $ If she would like to move forward with the disconnection of the service, she may call ViaSat’s 24-hour Customer Service Department at ###-###-#### in reference to ticket no [redacted] Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat understands that Ms [redacted] had roof work done which led to the dish being taken downViaSat apologizes that there were issues getting the technician back to the home to have the dish reinstalled ViaSat received a call from Ms [redacted] on October 25, requesting that the service be disconnected as they could not get the technician out to the homeDuring this call Ms [redacted] spoke with a supervisor who agreed to waive the early termination fees and issue a refund of the previous monthViaSat has received the equipment back from Ms [redacted] and the account has been disconnected with early termination fees waivedIn order to arrive at a resolution ViaSat has issued a refund of $today November 16, Ms [redacted] will see the refund within 3-business daysThank you for allowing ViaSat 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.The Customer Agreement signed by [redacted] on January 20, states that monthly service and lease fees are payable in advance Customers are also made aware of this at the time of the sale An account cannot be established without the customer’s electronic signature =Pursuant to Section Payment Authorization of the Customer Agreement available exede.com/legal, you authorize ViaSat to charge your credit card or debit card (“Card Payment”), or initiate an electronic funds out of your bank account (“EFT Payment”) for payment of all, or any portion of your Service fees, the Termination Fee (and/or any other applicable termination fees) and any other amounts payable under this Agreement, until such amounts are paid in full, unless you live in a state where ViaSat required applicable law to accept another method of payment or ViaSat has agreed to accept another method of payment from youSince installation, ViaSat has collected $(January), $(February), $(March), $(April), and $(May) for her monthly service charges [redacted] is currently receiving the Freedom service plan for $per month plus applicable taxes and $lease feeThis service plan provides with GB of monthly data allowance with download speeds of Mbps and upload speeds of MbpsPreviously, [redacted] was receiving a $credit off her monthly services for the first three months of servicesIn April, this credit expired and no further credits were applied to [redacted] ’s accountViaSat first received contact from [redacted] on May 245, 2017, at which time she was requesting information regarding the billing of her ViaSat servicesDuring this conversation, per her request, the ViaSat removed her payment method from her account and advised her to call into ViaSat’s 24-hour Customer Service monthly to make the onetime payment.As the monthly charges were valid, and [redacted] has not made contact with ViaSat regarding any issues she might have been experiencing with her services, ViaSat does not agree to refund any charges collected for services rendered since installation on January 20, As a gesture of good faith, ViaSat will agree to apply a goodwill credit of $for one month of serviceThis credit will apply towards [redacted] ’s June monthly service chargesIf [redacted] has any additional questions or concerns, please have her contact ViaSat’s 24-hour Customer Service department at [redacted] Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 4, 2015/12/10) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat ViaSat's Acceptable Use Policy, located in the Customer Agreement signed by Mr [redacted] on August 28, 2014, states that the primary account holder is responsible for any misuse of the ViaSat service, even if the misuse was committed by a friend, family member, or guest with access to your Service accountThe Customer Agreement also states that ViaSat reserves the right to terminate an account at any time, with or without noticeA copy of Mr [redacted] 's signed Customer Agreement has been sent to him via postal mailMore information on ViaSat's Acceptable Use Policy can be found at exede.com/legal Between June 30, and December 8, 2015, ViaSat received twenty-four (24) copyright infringement notices associated with Mr [redacted] 's accountViaSat forwards all received notices to the contact email address for its customers when they are receivedOur records show these notifications would have been sent to Mr [redacted] at [redacted] @wildblue.net On December 8, 2015, Mr [redacted] 's account was terminated for the multiple and continued violations of ViaSat's Acceptable Use PolicyPer ViaSat's process, customers who have been disconnected for multiple copyright infringements are ineligible to have their accounts reconnected In order to come to a resolution regarding this account, ViaSat is willing to allow Mr [redacted] to reconnect his account as a one-time courtesy, provided that he first takes the following steps: Ensure that all critical updates and/or service packs have been applied to his operating system Ensure that his anti-virus software is up to dateIf he do not have anti-virus program installed on his system, it is recommended that he acquire such a programThe vast majority of maladies that affect computers are caused by viruses Ensure his wireless router is password protected and that no unauthorized users [redacted] access the home network Once Mr [redacted] has performed the above-mentioned steps, he may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXXMr [redacted] should be advised that by choosing to reconnect his service, he will be obligated to agree to a new 24-month minimum service term and sign a new Customer Agreement Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 11, 2015/12/28) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused On November 2, 2015, ViaSat received contact from Mrs [redacted] requesting the payment method on file be removed from their account and that a call would be made monthly to make their paymentsAs promised, Mr [redacted] contacted ViaSat's customer service department on November 4, to make a onetime payment of $87.03; however, ViaSat was experiencing issues with our payment page and the representative advised Mr [redacted] to contact ViaSat again at a later time Mr [redacted] contacted ViaSat's customer service department again on November 13, as he stated he made a payment on November 4, During his conversation with the representative, Mr [redacted] was educated that due to the system issues his previous payment was not collectedMr [redacted] did not want to make another payment and ended the call with the representative before the payment could be made On November 23, Mr [redacted] contacted ViaSat's customer service department again to discuss the payment issues he was experiencingMr [redacted] refused to attempt to make another payment or provide documentation showing this payment was previously collectedAgain, Mr [redacted] disconnected the call If Mr [redacted] does not feel comfortable contacting ViaSat's customer service line to make a onetime payment, he may utilize ViaSat's self-help options at myexede.netThe MyExede customer portal is your one-stop hub to manage your accountHere, you can view your bill, make a one-time payment or update your payment method using the prompts on the screen If Mr [redacted] has any further questions or concerns regarding the ViaSat MyExede customer portal, he may contact ViaSat's customer service department for assistance at XXX-XXX-XXXX Thank You! Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received an email that the payment method on file will be billed on the 4th of JanuaryI logged into my Exede account online, and it shows that my account has reached the 12G limit of data usage for the monthI have not used Exede during the month of December as I have another internet providerI refuse to pay any charges for December The payment method on file at Exede is a CLOSED checking accountI have verified with the bank that it is closedSO Exede will not be paid for any amount billed to that account That account WILL NOT be re-opened I am willing to pay the $by way of a money order as I do not want Exede to have any of my current credit card or banking information Final Business Response / [redacted] (4000, 15, 2016/01/05) */ The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset Additionally, Mr [redacted] is not responsible for any charges on his ViaSat account while the account was under suspensionViaSat has already applied a credit of $to his accountViaSat does not accept money orders as payments; however, Mr [redacted] may make a onetime payment via the only system on a payment method of his choiceHe does not have to have a payment method on file and can make onetime payments each month ViaSat believes this complaint has been resolvedThank you for the opportunity to respond Complaint Response Date bumped because: Data Base Migration Final Consumer Response / [redacted] (2000, 17, 2016/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept this offerThe only new problem is that I am receiving emails stating I owe $and changeI can pay the $in February The only remaining issue is Viasat's equipmentI still have the modem plus their satilite is still on my roofI need to know what to do with itI will not pay any shipping to return the equipment to them but am willing to return them

Complaint: [redacted] I am rejecting this response because they keep changing the detailsIf they recorded the conversations like they said they need to go back and listen to what I was told instead of what their representatives wrote downthey will find that the conversations do not match what they wrote in their reportsI was lied to from the beginning? ? 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 Sincerely, [redacted] ?