ViaSat

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any frustration or confusion this situation [redacted] have caused Mr [redacted] contacted ViaSat on June 27, on ten separate occasions to discuss the move processEach time, Mr [redacted] was advised of the move process and that he would be required to sign a new month contractThe Customer Agreement provided to each new subscriber, and signed by Mr [redacted] on September 6, 2014, (and it is also available at exede.com/legal) states ViaSat 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 unless the services are relocated In order to move, ViaSat requires customers to a new 24-month minimum service term and sign a new Customer AgreementIn exchange, ViaSat terminates their original Customer Agreement and waives any applicable ETFsCustomers are not required to move their services when relocatingAdditionally, a customer is not charged to move their ViaSat's services if they choose As Mr [redacted] is requesting the relocation of his services, ViaSat is unwilling to offer the services without a Month Customer AgreementHowever, as a gesture of good faith, if Mr [redacted] requests the relocation of his services, ViaSat will off a discount for two months' worth of services at no chargeIf Mr [redacted] requests the disconnection of his current account without relocation of his services he will be responsible for any applicable early termination feesPlease have Mr [redacted] contact ViaSat's Customer Service department to advise of the approved resolution Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've read through the legal disclosures and nowhere does it say that the customer must commit to a two year contract when MOVING or RELOCATINGI've already paid for months of service so I feel that I should have only months left on my contractYou say the reason why you force customers to sign a new agreement is because there needs to be new equipmentThere is nothing wrong with my current equipmentThis is forced on the customer in order to lock them into a new two year agreementI've never seen a company with such business practicesIf this is the case, you really need to look at your legal disclosures and make the change to clearly state the move/relocation policyI cannot believe it is legal for a company to do such a thing Complaint Response Date bumped because: Holiday Final Consumer Response / [redacted] (4200, 11, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is already too lateThe damage has already been doneThe company can't even get an install date rightYou guys contract out to other companies for installation and do not even notify themThis is the second time this has happened to meThey have to call me on the day of installation and reschedule meI am fed up with it so I decided not to continue servicesYou may waive the early termination fee for me if that's the case and be done with all of thisI'm sorry, but you left me no choice but to go look for services elsewhereIt's a shame because for the most part I was satisfied with the quality of the connection Final Business Response / [redacted] (4000, 13, 2015/07/21) */ In our previous response, ViaSat agreed to honor Mr***'s request to carry over the remainder of his original 24-month minimum service term if he continued service at his new locationMr [redacted] chose to cancel the service at his new location insteadAs such, and per the Customer Agreement signed by Mr [redacted] on September 06, 2014, he will be charged an early termination fee

Thank you for bringing Ms. ***’s complaint to our attention. The Customer Agreement, signed by Ms. [redacted] on November 7, 2013 and available at [redacted] , advises that ViaSat does not provide a prorated refund for any prepaid fees regardless of when the service is disconnected. Our... records show ViaSat collected a payment of $69.34 for monthly services from Ms. [redacted] on September 12, 2016. On September 20, 2016, Ms. [redacted] called to advise that she would be disconnecting her account, and inquiring if the request could be scheduled for a later date. At this time, she was correctly advised that ViaSat did not schedule account disconnections, and that she would have to call back on the date she no longer wanted service. Ms. [redacted] called back on September 30, 2016, at which time her account was disconnected, per her request. On October 26, 2016, Ms. [redacted] called regarding a refund for her unused services. At this time, she was incorrectly advised that she would receive one within 7 to 14 business days, and a refund request was escalated. As ViaSat does not provide refunds for unused services, this refund request was denied on October 27, 2016. Ms. [redacted] called back regarding the refund on November 9, 2016, at which time she was correctly informed that ViaSat did not refund for unused services. As resolution to this complaint, ViaSat will agree to refund Ms. [redacted] for her unused services. Our calculations show this is a total amount of $27.76. A refund for this amount has been issued to her payment method as of November 10, 2016. Ms. [redacted] should be advised that it may take her three to five business days from the issue date for her to see the funds deposited into her account. Thank you for the opportunity to respond.

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] ***

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat issued Ms [redacted] her $refund on September 7, and she should have seen this refund back to her payment method within 3-business days from that dayIf she has not seen this refund she will want to contact customer service at [redacted] and fax over a running bank statement during that time so we can investigateIf Ms [redacted] is looking for overdraft charges to be covered she will also need to contact customer care at [redacted] to fax over her bank statements showing the overdraft charges so we can place that requestThank you for allowing ViaSat 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 [redacted] complaint to our attention.Our records show Ms [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 feeThe 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.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 Ms [redacted] on March 5, 2018, and Unlimited Data Policy available at exede.com/legal.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 do not indicate that Ms [redacted] has contacted Viasat before regarding receiving slow speeds.? A review of Ms [redacted] account indicates that she has used approximately GB out of her unlimited usageIt is possible that she might be experiencing network traffic during peak hours, something that Viasat is actively working to decrease for our customersA speed test run on May 4, 2018, reveals that Ms [redacted] is receiving speeds well within her plan.? At this time, Viasat believes all appropriate action has been takenIf Ms [redacted] experiences any further troubles, or has any questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-for further assistance.? Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat Pursuant to the Customer Agreement, signed by Mr [redacted] on November 13, and available at exede.com/legal, ViaSat's subscribers are responsible for returning ViaSat's modem and transceiver within days after their disconnectionFailure to return this equipment within the allotted timeframe will result in an unreturned equipment fee of $300.00, not including taxesA prepaid UPS box and illustrated instructions, supplied by ViaSat, is delivered to a customer's home within a week after their disconnection for the return of the equipment Our records show Mr [redacted] contacted ViaSat on June 23, with questions about disconnecting his account because he would be moving soonDuring this conversation, the ViaSat representative advised Mr [redacted] that if he disconnected his account, he would be responsible for returning ViaSat's modem and transceiver within days and that he would be charged an early termination fee of approximately $Mr [redacted] advised that he would call back to disconnect ViaSat received another call from Mr [redacted] on July 16, because he'd been charged $when he hadn't had serviceMr [redacted] advised that he believed his account had been disconnected even though he said he would call backAt this time, the ViaSat representative advised Mr [redacted] that his account was still active and processed the disconnection for him, per his requestWhen Mr [redacted] asked for a refund of the $60.78, he was advised that ViaSat did not refund for prepaid services and that ViaSat had not been informed of any service issues he'd experienced prior to this interactionPer his request, the ViaSat representative escalated a request for the equipment return kit to be sent to the following address: [redacted] E [redacted] XXXXX Our records show ViaSat alerted UPS of the address change on July 17, Review of the tracking number (no1Z6ERXXXXXXXXXXXXX) shows that UPS attempted to deliver to Mr [redacted] 's home, but there was an issue with his apartment numberUPS attempted to contact Mr [redacted] to update the address in their systems, but there was no responseThe UPS box was returned to sender on August 5, 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 termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term On August 16, 2015, ViaSat collected a payment of $for Mr [redacted] 's early termination feesViaSat was advised on August 19, that Mr [redacted] 's equipment had not been returned; subsequently, on September 16, 2015, ViaSat collected $in unreturned equipment fees from Mr [redacted] Mr [redacted] contacted ViaSat on September 17, regarding the charge, at which point he advised that he had never received the box to return the equipmentThe ViaSat representative requested a second box be delivered to the above-mentioned addressThe request was placed to UPS on September 21, Once again, issues with Mr [redacted] 's apartment number prevented UPS from delivering the shipment, and the box was returned to sender on October 9, This was explained to Mr [redacted] during a conversation with a ViaSat representative on October 13, As UPS has been unable to deliver the equipment return kit to Mr [redacted] 's home, it is recommended that he provide an alternate physical address to which the box can be sentMr [redacted] can provide this address by contacting ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX In order to come to a resolution to this complaint, ViaSat will refund Mr [redacted] for the unreturned equipment fees of $and the monthly service fee of $paid on July 16, This refund has been issued to Mr [redacted] 's payment method as of October 14, Mr [redacted] should be advised that it [redacted] take three to five business days for the amount to be deposited into his account Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) My address as listed as, once again, incorrectI included my apartment number on both occasionsHowever, the number is failing to be seen hereThat being said, I accept the return of the sum offeredIf the equipment would still be returned I would like to do so

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

Thank you for bringing Ms. [redacted] ’s complaint to our attention. Ms. [redacted] is receiving Viasat’s Viasat’s Unlimited Data Bronze 12 at $70.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The Unlimited Data Bronze 12 service plan provides unlimited data usage at regular... speeds up to 12 Mbps. The service is optimized for streaming at small screen quality or 360p. Viasat’s unlimited data service plans do not have a monthly data allowance. Pursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than 40 GB of data on the Unlimited Data Bronze 12 plan during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speeds. Starting 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 40 GB threshold. At the end of the monthly measurement period, the data usage resets to zero. Customers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal. At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees, automatic monthly billing, and Data Allowance Policy. Each of these points is further addressed in Viasat’s Customer Agreement signed by Ms. [redacted] on March 13, 2018 and also available at exede.com/legal. Our records show Ms. [redacted] contacted Viasat on March 14, 2018 to file a complaint against the installing technician, stating that he had drilled holes into her drywall. At this time, the Viasat representative advised they would escalate Ms. [redacted] ’s concerns; however, Ms. [redacted] ended the call before the representative could follow through with the escalation. Ms. [redacted] called back on March 15, 2018 regarding her complaints, at which time an escalation was created. During this conversation, the Viasat representative also advised Ms. [redacted] when her first month’s bill would generate. In response to the damage claim, the Viasat technician reached out to Viasat and advised that Ms. [redacted] had been aware that he would be drilling into her home and that he had advised her of his actions while he was installing the service. The technician also advised that he had attempted to pull up the Customer Agreement for Ms. [redacted] to view, but it would not load. Ms. [redacted] chose to sign the Customer Agreement regardless. Ms. [redacted] was also offered the opportunity to have the technician go out to her home to remove the wire and bushing, and caulk the holes. Ms. [redacted] advised she would call back. Between March 16, 2018 and April 2, 2018, Ms. [redacted] called in numerous times regarding the speed and connectivity of her service. During this timeframe, she was guided through troubleshooting; provided with a credit of $25.00 and a discount of $10.00 off her bill per month for 12 months; and educated on Viasat’s Unlimited Data Policy, as described above. As resolution to this complaint, Viasat will agree to waive Ms. [redacted] ’s early termination fees in full if she disconnects prior to April 16, 2018. Ms. [redacted] is responsible for returning Viasat’s modem and transceiver within 30 days after 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 prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions. Regarding her damage claim, Viasat has escalated to its Home Service Provider that Ms. [redacted] would like the holes drilled into her wall filled. If Ms. [redacted] would like to move forward with disconnecting her account, she may contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333 in reference to ticket no. 27606122. Thank you for the opportunity to respond.

Complaint: [redacted] I am rejecting this response because:My concern is they state they will pull my case from collectionsI want to have clarification that my account balance with them is $and I will no longer have any ties with them.Yes I see where they state in my contract I am liableI do have to state that on the call of disconnect I asked the agent at the time if I was in the limit to cancel and not be charged any furtherThe agent said yesAug 28thWhy didnt the agent state my new billing cycle started the same day Aug 28th Frustrating Sincerely, [redacted]

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, 5, 2015/10/13) */ Thank you for bringing Ms***'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 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 May 31, and available at exede.com/legal We apologize if Ms [redacted] feels these points were not communicated to her satisfaction On June 2, Ms [redacted] contacted ViaSat's customer service department to discuss the connectivity of her accountHowever, during her conversation with the representative, Ms [redacted] did not allow the agent to preform troubleshooting steps, but requested a grace period on the contract terms As the representative was unable to troubleshoot her services the request for waive of the early termination fees was declinedConsequently, Ms [redacted] disconnected the call ViaSat did not hear from Ms [redacted] again until October 12, During this conversation Ms [redacted] requested that her account be disconnected as she was moving and not taking the services with herShe was advised that we could verify whether or not the services could be taken to her new location, but Ms [redacted] declinedTherefore, Ms [redacted] was advised that the early termination fees would be applied in full upon the disconnection of the account should she request the disconnection Ms [redacted] requested that the account remain active as she was unable to pay for the applicable early termination fees As ViaSat was never allowed to attempt to resolve any connectivity issues Ms [redacted] may have experienced, ViaSat does not agree to refund the charges collected thus far or waive the early termination fees in their entiretyHowever, in order to bring this complaint to resolve ViaSat will agree to disconnect the account with waiver of half the early termination feesMs [redacted] will be responsible for approximately $of the early termination fees of approximately $If Ms [redacted] agrees to this proposed resolution, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe account is in Ms [redacted] s name as her information was used as the credit checkMs [redacted] was setting this account up for her son ***ViaSat cannot remove the name from the account once the account is createdViaSat would require Ms [redacted] to disconnect the account and [redacted] would have to create a new account in his nameAs of today February 16, the account has been disconnected and there is a balance of $owed for the early termination feesViaSat has sent this amount to an outside collection agency on December 5, If Ms [redacted] feels that this account should not have been in her name and that she is not responsible for these charges she will need to speak with her Son [redacted] or file a police report for fraud and have the paper work sent over by the investigator to ViaSat’s legal team at [redacted] Thank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustrating this situation may have causedOn April 20, 2016, Ms [redacted] ’s ViaSat account was suspended due to nonpaymentViaSat was contacted on May 12, to discuss her account, the information listed on the account, and to have this information changedViaSat did not receive contact from Ms [redacted] again until September 19, regarding this accountDuring her conversation on September 19, 2016, Ms [redacted] was educated on the past due balance and that once the equipment was returned, the past due balance for the equipment and early termination fees ($507.26) would be waivedHowever, she would be responsible for the past due balance of $As of today, September 21, 2016, ViaSat has not received the leased equipment from Ms [redacted] ’s ViaSat account [redacted] As a gesture of good faith, ViaSat has waived the fees for failure to return equipment and early termination fees on this accountHowever, Ms [redacted] will be responsible for the past due balance of $She may contact ViaSat’s 24-Hour Customer Service at [redacted] and make the onetime payment to clear the balanceThank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because:didn't return full amount 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.The above sentence is satisfactory if this does not show up on my credit report.? ? I requested three times for a final bill and each time was told one was on the wayI never received any of those three, however I did receive the letter from their collection agency.? So, it's hard for me to believe a final bill was ever sent to me.? When you are trying to pay your bill and are told things and get no help from the company you are trying to pay...makes me uncomfortable.? So, once again if this does not show up on my credit report I'm satisfied, despite not receiving proper help.? Thank you for your time.? Sincerely, [redacted] ?

As stated in ViaSat’s previous reply, Credit card companies administer an automated process that provides merchants with updates to customer credit card information when those merchants are known to use automatic recurring paymentsViaSat accepts and updates the customer credit card information at the request of the credit card companies acting on their customer’s behalfPer the Credit card companies administer, Ms [redacted] ’ payment method was updated on December 30, per the information provided by the Credit Card companies administerGiven this information, ViaSat believes this complaint has been resolvedThank you

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of disconnection ViaSat read the disclosures to Ms [redacted] and let her know that there would be a termination feeAt no time did ViaSat state that the fees would be waivedMs [redacted] called in on March 10, regarding the collection notice and was advised the charge was a valid charge and Ms [redacted] agreed to make a payment plan arrangementIn order to arrive at a resolution ViaSat has removed the account from collections and will make sure the calls are stoppedMrTraxler and Ms [redacted] will want to make sure they call to make a payment for the early termination fee so that it is not turned over to collections againThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention.The Customer Agreement, signed by Ms [redacted] on March 1, and available at exede.com/legal, advises that Viasat does not guarantee the internet service to 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 gateway.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.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.Ms [redacted] contacted Viasat on March 2, 2018, the day after her installation, in order to request the disconnection of her servicesShe stated that the technician had not installed the service correctlyThe Viasat representative assisting her attempted troubleshooting, finding that her speeds were concerning, and transferred Ms [redacted] to Viasat’s technical support teamAt that time, it was revealed that Ms [redacted] was experiencing network congestion, which can slow customer’s speedsMs [redacted] requested the disconnection of her services, and after proper disclosures were read, the disconnection was processed that same dayOn March 4, 2018, Ms [redacted] bill cycle date, she was charged $for early termination fees and for services used before the disconnectionWe apologize for any inconvenience this may have caused Ms [redacted] In resolution to this complaint, Viasat will agree to refund the full amount of $charged to Ms [redacted] This has been completed as of March 6, 2018, and Ms [redacted] should see the funds returned in the next three to five business daysMs [redacted] is responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will 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 will be delivered to her home address within a week after her disconnection, and it will include return instructions.If Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-Hour Customer Care department at 1-855-463-Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention Our review of the account shows that he is not listed as the account holder; however, his information is listed for the billing contact informationWe apologize for any frustration this may have caused Mr [redacted] to experience The Customer Agreement, signed by Ms [redacted] ***, the account holder, on September 19, 2017, 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 feesDuring the creation of an account, customers are asked to place a payment method on file for the billing of the monthly service and equipment lease feesOur records show Mr [redacted] account was placed on the account when it was created on September 11, As of April 5, 2018, Viasat has updated billing information to reflect the account holder, [redacted] ***, as well as her addressViasat has also removed the payment method on fileMs [redacted] should be advised that she will need to update her payment method in order for her services to remain uninterrupted Thank you for the opportunity to respond