ViaSat

Thank youRevdex.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] ?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and although I accept the resolution I do not find Exede Viasats business practices acceptable Although I find the resolution satisfactory I just wanted to comment on Exede Viasat's business practices.? ? I should never have been charged anything without receiving an invoice of the equipment returned and the amount of each (either by e-mail or postal mail)? On the phone I was told a different lesser amount I would be receiving, and when asked nobody could explain to me the charges.Sincerely, [redacted] ?

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this [redacted] have causedMrGuy was charged $on July 1, for the early termination feesThis fee was never paid so it stayed on the accountMrGuy was then charged $for non-returned equipment on August 1, bringing the total due to $On August 28, ViaSat reversed the charges of $as the equipment was returned, leaving the balance of $on the accountMs [redacted] called ViaSat on August 26, and made a one-time payment of $to the account to bring the balance to $As of today September 29, the account balance is at $MrGuy will no longer receive emails or collection noticesThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I still feel this company is unethical and will take advandage of people that will not stand up for themselvesI would not advise anyone to use their servicesI should not have had to contact the company to let them know they were not going to take advantage of my sonI believe they would have continued to try to ruin his credit even though they had already received their equipment and had not removed it from his account Especially since the company misled my son as to the capibilites of the internet to work with his online gaming systemWhen he contacted them the day after his service started and was told he would have to pay the disconnect fee reguardlessI just wish he had let me know as soon as it happened so I could have helped him resolve the matter

Thank you for bringing Ms [redacted] s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedThe $that was collected was the first payment collected for installWe apologize if this was not communicated to Ms [redacted] sAt this time ViaSat has issued back two refunds to Ms [redacted] s both for $with one being by mistakeThese refunds were processed on January 4, and Ms [redacted] s should see both refunds in 3-business daysOnce Ms [redacted] s receives the refunds she will want to call ViaSat back at ###-###-#### to pay back the $that was accidentally refunded to her so that way she is not charged in the futureThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention.? Our records show Mr [redacted] purchased Viasat’s Unlimited Bronze service plan through an authorized Viasat Dealer.? All Viasat dealers are contractually required to make customers aware of the following points at the time of saleWe apologize if these points were not communicated to Mr [redacted] at the point of sale.Latency occurs with satellite-based internet service because it takes time for a signal to travel to and from the satellite.? “Ping” times will vary, but Viasat’s web acceleration technology compensates for this to make the web browsing experience faster and more responsive.? For the vast majority of internet uses latency has no affect.? Latency can have an impact on games and virtual provide networks, however.? Viasat discloses at the time of sale that some games and virtual private networks may perform very poorly and that some may not work at all.The Customer Agreement provided to each new customer, and signed by Mr [redacted] on April 4, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.? Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On May 23, 2018, Mr [redacted] contacted Viasat to request a disconnection of his Viasat servicesHe stated he had told the sales representative of a need for a billing date at the beginning of the month, as well as a need for this service for gamingMr [redacted] stated on both accounts he was advised it would be no problemA Viasat representative assisted Mr [redacted] in filing a complaint against this Viasat authorized dealerThe Viasat representative also read Mr [redacted] disconnection disclosures, including information on early termination feesMr [redacted] chose to proceed with the disconnection of his account, which was processed successfully that same day.? On July 9, 2018, due to nonpayment of the June billing in the amount of $346.03, Mr [redacted] account was written off to Viasat’s outside collections agenciesWe apologize for any inconvenience this may have caused Mr***.? Viasat believes in a consultative sales process and it is not Viasat’s intent to sell services to customers that are a poor fit for a data limited service.? If Mr [redacted] has other Internet service options, that he would rather have than Viasat’s, Viasat will be happy to submit a request to have his past due balance removed from collections and waivedThis request was submitted July 13, Mr [redacted] should be advised the removal process may take up to business days to be fully completed.If Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.?

We apologize for any concerns or frustration [redacted] has experienced with the speeds of her ViaSat services As of today, September 20, 2017, [redacted] is receiving average speeds of (download) and 4.07(Upload) [redacted] ’s speeds are within the range for the service plan It is our goal to provide customers with the best internet experience possible However, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, whether 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 a customer ViaSat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed On August 16, 2017, [redacted] ’s usage reset; however, on August 21, 2017, [redacted] had gone over her usagePursuant 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 workAs of today, September 20, 2017, [redacted] has used GB’s of her GB plan Again, we apologize for any confusion or frustration this situation might causeIf [redacted] continues to experience issues with her speeds or ViaSat services, she may contact ViaSat’s 24-hour Customer Service Thank you

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused herAt 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 feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on March 1, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionWe understand Ms [redacted] is stating that the technician that came to her home bad-mouthed the service and the provider and ViaSat will be following up on that complaintIn order to arrive at a resolution ViaSat is agreeing to issue a refund of $for the charged early termination fees; however, the installation fee of $will not be issued backOnce the service is installed the installation fee is non-refundableMs [redacted] will see the refund of $back within 3-business days to her payment method Please make sure to use the prepaid shipping label and box provided to send back the necessary equipment in order to avoid any future chargesThank you for allowing ViaSat the opportunity to respond

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

Thank you for bringing Ms [redacted] response to our attention.Per our last response, an investigation was conducted by Viasat’s Logistics team, and it was determined that no equipment has been returned by Ms [redacted] to this date.At this time, Viasat believes that all appropriate actions have been taken and will not process a refund for the equipment charges unless the equipment is shown to be receivedIf Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.?

Complaint: [redacted] I am rejecting this response because:The issue has not been resolvedI am still experiencing packet loss and slow speedsMultiple people at Exede have stated that the issue is most likely satellite congestionHowever, the company refuses to public admit that congestion is the problem because they are responsible for the problem and have no way to fix the problemThey are continuing to lie repeatedly about what is going onI have also submitted a complaint to the FCC and Missouri Attorney Generals' office about this issue Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat Customers are required to review and agree to the installation plan with the technician prior to the installation of the equipmentIn addition, section of the Customer Agreement, signed by Ms [redacted] on June 25, and available at exede.com/legal, states, in part, "You confirm that you have reviewed the installation plan and agreed to any associated charges." Our records show she ordered service through DirecTV, an authorized seller of ViaSat's service, on June 22, The service was installed on a pole mount on June 25, ViaSat first heard from Ms [redacted] regarding this issue on July 14, During this conversation, Ms [redacted] requested the disconnection of her account due to her dissatisfaction with the pole mount installationAt this time, the ViaSat representative advised Ms [redacted] that she would be charged early termination fees if she disconnected her account; however, after some discussion, it was agreed that ViaSat would send another technician out for a site survey, and that Ms***'s early termination fees would be waived if it was determined that the dish could not be installed elsewhere on the property ViaSat's technician went out to Ms***'s home on July 15, 2015, at which time it was, in fact, determined that there was no other place for line of site on her propertyMs [redacted] was advised by the technician to contact ViaSat's 24-hour Customer Service Department in order to disconnect her account ViaSat did not receive any further contact from Ms [redacted] until August 5, 2015, when she requested to speak to a specific representative at ViaSat's Corporate Office; unfortunately, the representative was unavailable to Ms [redacted] at this timeMs [redacted] declined to speak to any other representative regarding her concerns Ms [redacted] did not call ViaSat back until September 13, because she was experiencing a connectivity issueAt this time, Ms [redacted] agreed to another service callThis service call was cancelled on September 15, 2015, per Ms***'s request, because she planned on disconnecting the ViaSat service In order to come to a resolution, ViaSat will honor the originally agreement made on July 14, 2015, and waive Ms***'s early termination fees if she chooses to move forward with the termination of her serviceMs [redacted] will 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 AgreementA [redacted] box with a free 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 Customers are required to only return their ViaSat modem and transceiverOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny service call request for uninstallation assistance or the removal of the dish is associated with a chargeable fee As Ms [redacted] did not provide ViaSat with the opportunity to resolve her connectivity issues, ViaSat does not agree to refund her monthly service fees of $paid to ViaSat on August 28, If Ms [redacted] would like to move forward with the disconnection of her account, she [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’ complaint to our attention Ms [redacted] was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare 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 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] contacted Viasat via online chat on November 16, regarding the speed of her serviceAt this time, Ms [redacted] was provided with troubleshooting steps and advised to call in for further assistance Viasat did not hear back from Ms [redacted] regarding the speed of her service until January 17, 2018, at which time she was guided through troubleshooting, and educated on network congestion and peak hoursWhen Ms [redacted] expressed interest in disconnecting, she was reminded of the 24-month minimum service term and the early termination fees Ms [redacted] called a second time the same day regarding her service speedsOnce again she was advised that her service was being impacted by network congestion Between January 18, and February 3, 2018, Ms [redacted] called Viasat several more times regarding the speed of her service, and was informed each time that she was being impacted by network congestionWhen Ms [redacted] requested a service call on January 18, 2018, she was informed that one was not required and that Viasat’s field technicians could not resolve network congestion On February 3, 2018, Ms [redacted] requested the disconnection of her account due to her speed issuesThe Viasat representative informed her of the disconnection disclosures before processing her request Viasat does not agree to waive Ms [redacted] ’ early termination fees or approximately $in full; however, as resolution to this complaint, Viasat will agree to waive half of the charge, leaving her responsible for $ Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’s response to ViaSat’s attentionWe apologize that Mr [redacted] feels he couldn’t reach anyone at ViaSat’s Customer Service numberViaSat records all calls for quality assurance purposes and keeps track of each call with an interaction IDViaSat shows that Mr [redacted] spoke with a Customer Service Representative yesterday January 26, regarding the slow speeds and no connectivityViaSat’s Customer Service Representative was not able to correct the issue and advised Mr [redacted] that he will need a service call to correct the issueMr [redacted] was offered the EasyCare product for $a month which allows free service calls; however, Mr [redacted] declined and advised that he would call back ViaSat charges $for service calls after the first days of installationViaSat understands that Mr [redacted] needs a service call so the issue can be looked atIn order to arrive at a resolution ViaSat will offer Mr [redacted] a free service callMr [redacted] will want to contact Customer Care at [redacted] and reference ticket # [redacted] to have the free service call set up when he is readyViaSat will also place one free month of service to the accountThank you for allowing ViaSat the opportunity to respond Tell us why here

Initial Business Response / [redacted] (1000, 6, 2015/10/15) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any frustration or confusion she may have experienced The Customer Agreement states that monthly fees are payable in advance, and authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease feesCustomers are made aware of these points at the time of the saleUnfortunately, purchasing ViaSat's service with DirecTV does not bundle the billingViaSat handles customer billing for its own services; therefore, Ms [redacted] is billed separately for her ViaSat internet service Customers who order the Exede Internet service through DirecTV receive a discount of $off their monthly bill per month for months on their DirecTV bill Our records show Ms [redacted] initially ordered the ViaSat service through DirecTV on September 30, The service was installed at Ms [redacted] 's [redacted] XXXXX home on October 6, 2014, at which time Ms [redacted] signed the Customer Agreement associated with this service locationBetween December 18, and June 22, 2015, Ms [redacted] received a total of $in credits from ViaSat for various billing issues, none of which were related to the bundle with DirecTVViaSat was not made aware of any issue Ms [redacted] have experienced with the terms of the DirecTV bundle On June 12, 2015, Ms [redacted] contacted ViaSat to move her service to her current addressDuring this conversation, she was advised that she would be obligated to agree to a new 24-month minimum service termMs [redacted] agreed, and moved forward with having service setup at her new homeThis service was installed June 22, 2015, at which time Ms [redacted] signed the Customer Agreement associated with the service at this location Between June 22, and October 8, 2015, Ms [redacted] contacted ViaSat over times with various billing and connectivity issuesDuring this timeframe, Ms [redacted] received a total of $in goodwill credits from ViaSat's representativesIn total, Ms [redacted] has only paid ViaSat $in monthly service fees since installation, and currently has a balance due of $on her account as of October 15, In addition to the goodwill credits, Ms [redacted] was also provided with three complimentary service calls, as summarized below: July 8, - Technician went out to Mr [redacted] 's home regarding connectivity issuesAt this time, it was determined that Ms [redacted] was experiencing issues connecting her third-party wireless router, which ViaSat does not supportWhen Ms [redacted] advised she was experiencing issues with her Exede Voice service, she was advised to contact ViaSat's Customer Service Department for support and troubleshooting July 11, - Technician replaced Ms [redacted] 's modemDuring this visit, it was determined that Ms [redacted] 's Voice adapter was faulty and causing an issue with her internet servicesAs Ms [redacted] had been sent a replacement adapter by ViaSat, the technician offered to install it for herMs [redacted] refused to allow the technician to install the new adapter, and would not allow him to remove the faulty equipment from her setup July 18, - The technician realigned Ms [redacted] 's antennaThe faulty Voice adapter was still connected to Ms [redacted] 's system at this time The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term In light of the above information, ViaSat does not agree to waive Ms [redacted] 's early termination fees if she chooses to move forward with the disconnection of her accountMs [redacted] has received a total of $in credits from ViaSat between her two accounts, and our records show her connectivity issues were resolved once she replaced the faulty Voice adapter on July 30, Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) paragraph is proof and is where my problem is in it via sat states verbatim ( On June 12, 2015, Ms [redacted] contacted Via-Sat to move her service to her current addressDuring this conversation, she was advised that she would be obligated to agree to a new 24-month minimum service termMs [redacted] agreed, and moved forward with having service setup at her new homeThis service was installed June 22, 2015, at which time Ms [redacted] signed the Customer Agreement associated with the service at this location.) Via-sat nor direct TV is honoring or upholding the new contract from June XX XXXX which is to be a bundleIf direct TV and via-sat would honor the bundle at $a month for TV,phone and internet I would not have a problem they are not It is a new contract they said as muchplease read their own words they are not honoring the contract if they would and provide my bundle at the agreed rate I will keep the serviceI know not what they say I signed but the customer service rep said my bundle would be continued and that is what I expectI am not wrong Final Business Response / [redacted] (4000, 10, 2015/10/20) */ Thank you for bringing Ms [redacted] 's rebuttal to our attention As previously stated, purchasing ViaSat's services through DirecTV does not bundle the billingEach service is billed to and paid for separately by the individual companiesDirecTV provides a bundling discount of $off of a customer's bill per month for monthsThere is no way for ViaSat to bundle their billing with DirecTV's When customers move their services with ViaSat from one location to another, they are obligated to agree to and sign a new 24-month minimum service termCustomers are advised of this prior to their move request being processedOur records show Ms [redacted] agreed to the new contractual obligation on June 12, when she contacted ViaSat to move service to her new location; the new Customer Agreement was signed on June 22, Once again, ViaSat does not agree to waive Ms [redacted] 's early termination fees if she chooses to move forward with the disconnection of her account Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention.The Customer Agreement provided to each new customer, and signed by Mr [redacted] on December 15, commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the Voice serviceEarly termination fees will apply if either service is canceled prior to the expiration of the minimum service terms Customers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Mr [redacted] services were initially installed on December 15, Mr [redacted] first contact to Viasat regarding his services was on January 11, 2018, to request a disconnectionMr [redacted] stated that he felt he was misled about Viasat’s services and their limitations, and requested a waiver of his early termination feesThe Viasat representative assisting him advised that there would be no guarantee of a waiver, but that one could be requested for himMrGardener agreed and the request was placed that same dayMr [redacted] account was successfully disconnected on January 12, by his requestOn January 14, 2018, the request for Mr [redacted] waiver of early termination fees was deniedMr [redacted] was then charged on January 16, in the amount of $for early termination of his 24-month contractViasat was successful in taking payment from the accountOn February 15, Viasat’s systems recorded Mr [redacted] equipment as returnedDue to a systematic error, on February 16, 2017, Mr [redacted] was charged $in error for non-return of equipment, as well as a charge of $for disconnection of his voice services, for a total of $Viasat was successful in taking the paymentAs of January 19, 2018, the $has been refunded to Mr [redacted] , and he should see the funds in the next three to five business daysIn regards to Mr [redacted] complaint, Viasat does not agree to refund Mr [redacted] early termination fees, as Viasat was not allowed the chance to troubleshoot his systems as required by the Customer AgreementIf Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I never signed an agreement AND there is NO [redacted] that is known to me that could have signed an agreement Sincerely, [redacted]

Thank you for bringing [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 feesEach of these points are also addressed in the customer agreement signed by MrBarber on June 13, and available at exede.com/legalWe apologize if [redacted] feels these points were not communicated to her satisfactionViaSat understands that the service is not meeting [redacted] ’s needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the remainder of the contract so that [redacted] will not be charged early termination fees [redacted] can contact Customer Care at [redacted] and reference ticket number [redacted] when she is ready to disconnect the accountThank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because:This company in their response has shown that there is a problem with their serviceA customer has to call and complain this many times is ridiculousIt's funny that they did not indicate the severity of the issues until we pointed it out in our last responseThey didn't tell you that before they tested service they gave additional data in plan to see if that was the issueThey determined that service was still poor even with sufficient data and me going over wasn't t the issueIn fact service was slow on blue sky days alsoThey also stated on taped line that other customers in area were experiencing the same problem that WASN'T weather relatedI'm am requesting a transcript of all recorded conversations between myself and this company for this account.? Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ Thank you for bringing Mr [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 feesEach of these points are also addressed in the customer agreement signed by Mr [redacted] on September 9, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionViaSat records all calls for quality assurance purposes so ViaSat was able to pull Mr [redacted] 's sales callAfter reviewing the sales call ViaSat has determined that Mr [redacted] did advise the agent that his kids did use the service for gaming purposes; however, the agent did advise Mr [redacted] of the correct speeds and stated that the service may not work for online gamingIn order to arrive at a resolution ViaSat has waived off the balance of $from the account leaving a $balance on the accountIf Mr [redacted] has not sent back the equipment he will want to make sure he does using the prepaid shipping box and label to avoid any future chargesThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) This company, EXEDE, is predatory and uses unethical business practices in an attempt to trap customers in an "all or nothing" situation with no recourse or "fair use period" or cancelation periodThey threaten you and challenge you that if cancel even after the first day you will have to appeal to their legal department and will have to pay for your entire contract periodThis is completely unethical and un-AMERICAN!! The operator said when ordering that if the dish cannot pick up the signal and deliver quality internet, then the installer will let us know and not proceedHe proceeded anywayHere is a screenshot of the upload/download speedCompletely unacceptable!!!

Thank you for bringing Ms [redacted] complaint to our attentionWe apologize for any frustration she may have experienced with the billing for ViaSat’s services Our records show Ms [redacted] contacted a third-party sales agent to order ViaSat’s services on February 9, 2016, at which time she ordered ViaSat’s Exede Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Exede Internet service was installed at Ms [redacted] home on February 10, On February 11, 2016, Ms [redacted] called ViaSat to have the Exede Voice service added to her account at $a month for the first six months, plus applicable taxesAfter the first six months of service, the price of the Voice service is increased to $a month On February 12, 2016, ViaSat collected a payment of $from Ms [redacted] for her first month of service, including prorated fees based on her disconnection dateMs [redacted] called ViaSat the same day regarding the bill, at which time the ViaSat representative reviewed the invoice with her in detailDuring this conversation, Ms [redacted] advised that she thought she’d be getting the Exede Internet service at $a monthThe ViaSat representative advised her that ViaSat did not have such a plan available in her area, and advised her that her bill would be $plus tax moving forwardMs [redacted] also disputed being charged for the Voice service when she had not yet received the Voice adapterAt this time, the ViaSat representative provided her with a $credit towards her next billDuring this conversation, Ms [redacted] requested to speak to a supervisor regarding her service plan pricing During her conversation with ViaSat’s supervisor, Ms [redacted] once again explained that she’d believed at the point of sale that she would be receiving the Exede Internet services at $a monthThe ViaSat supervisor advised Ms [redacted] that that particular plan was not in her area, and advised her to fax in a copy of the flyer she’d received with the promotional offering for ViaSat’s review ViaSat received another call from Ms [redacted] on February 16, regarding her billing and the promotional flyer she’d receivedAt this time, Ms [redacted] was offered and accepted a discount of $off her bill per month for monthsMs [redacted] was also provided with a $goodwill credit On February 22, 2016, ViaSat received a fax from Ms [redacted] including the flyer she’d received advertising the service at $for the first monthsHowever, upon review the flyer, it was determined the promotion was only valid if the Exede Internet and Voice services had been setup through DIRECTV, another authorized sales agent of ViaSat’s serviceAs Ms [redacted] had not ordered service through DIRECTV, she was ineligible to receive the promotion in the flyer On March 1, 2016, Ms [redacted] chatted into ViaSat regarding her bill, at which time she was reminded of the pending credits on her accountMs [redacted] made a one-time payment of $on March 10, through ViaSat’s online account management system located at myexede.netThe combination of the credits on Ms [redacted] account and her one-time payment left her with a credit balance of -$22.37, which applied to her next bill Ms [redacted] made a one-time payment of $on April 12, 2016, her bill cycle date; however, as Ms [redacted] monthly service fee was a total of $64.54, she was later billed another $to resolve the differenceMs [redacted] called about the second charge to her account later the same day, at which time she was advised that her bill was $and reminded of her service plan pricingWe apologize for any confusion Ms [redacted] may have experiencedThe online account management system was reflecting the $credit balance she had on her account, not a balance due Ms [redacted] contacted ViaSat via online chat later the same day regarding the promotional flyer she had experienced, at which time she was advised that it was only for customers who’d signed up for ViaSat’s services through DIRECTV On April 20, 2016, Ms [redacted] called because she was experiencing intermittent connectivity, at which time she was advised she had exceeded her monthly priority data and had been slowed, pursuant to ViaSat’s Data Allowance PolicyThe ViaSat representative informed Ms [redacted] about the Liberty Pass associated with her services, and provided her with information about the other service plan offerings in her area On April 25, 2016, Ms [redacted] called ViaSat to request that her payment method be removed from ViaSat’s systemsUnfortunately, Ms [redacted] request was not submitted correctlySubsequently, on May 12, 2016, ViaSat charged Ms [redacted] $for monthly service; however, the payment failedMs [redacted] emailed ViaSat the same day inquiring about the bill and requesting disconnectionAt this time, a ViaSat representative attempted to reach out to her via phone, but there was no responseAn email reply was sent to Ms [redacted] providing her with the details of her billing and redirecting her to call into Customer Service if there were any further concerns Ms [redacted] reported a connectivity issue to ViaSat on May 5, After the ViaSat representative guided her through troubleshooting, she was able to connect Ms [redacted] called ViaSat on May 16, inquiring about the bill and advising that her payment method was still on record with ViaSatAt this time, the ViaSat representative moved forward with removing Ms [redacted] payment method; however, before they could review her bill with her, the call droppedThe representative attempted to call Ms [redacted] back, but was unsuccessful In total, ViaSat has provided Ms [redacted] with $in goodwill credits for her billing issues, and does not agree to provide her with any further discounts at this time If she is still experiencing an issue with the connectivity with her services, she may contact ViaSat’s 24-hour Customer Service department at 1-855-463-for assistance and troubleshooting Thank you for the opportunity to respond