ViaSat

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ? ? ? I hereby agree to all payment terms offered in the most recent response to my complaintI only have one issue to addressThe document of the agreement displays an E-signature on the year agreementThis quite simply is impossible since I have never been on their website for any reason thus farHow did this happen? ? The only communication I have had with Excede before filing my complaint ? with the Revdex.com was a phone call to the Shady sales Rep [redacted] inquiring about the internet service, and the very courteous and professional installer at time of installThe only documentation I have signed was the paperwork presented to me by the installer on the day of install confirming my hoto ExcedeI want to thank Excede/Wild Blue for their attention and quick response resolving this matter.? ? ? ? Sincerely; [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that if the money is refunded by December 25, I will be satisfied Sincerely, [redacted]

Thank you for bringing Mrs [redacted] complaint to ViaSat’s attention.? We apologize for any confusion or frustration this situation may have caused On August 11, 2016, ViaSat received a call from Mrs [redacted] regarding her inability to update anything on her dashboard of her websiteAt this time, it was a one site issue and ViaSat’s Network Operations Center was able to resolve her issuesMrs [redacted] confirmed to the ViaSat representative that everything was working correctly On August 15, 2016, Mrs [redacted] contacted ViaSat again due to her inability to update anything on her websites dashboard againDuring this conversation, Mrs [redacted] was advised that the issue would be escalated to our Network Operations Center for further review, and they were able to duplicate the issue over Exede’s networkHowever, the issue was also impacting other networks and the Network Operations Center advised that Mrs [redacted] would need to contact her websites administrators for further assistance Mrs [redacted] contacted ViaSat again on August 16, 2016, as she stated that her website administrator stated that everything was working on their end, yet she was still unable to use her dashboard on her website without using a hotspotThe representative speaking with Mrs [redacted] stated that they would reopen the issue with our Network Operations Center, but Mrs [redacted] became upsetAs Mrs [redacted] requested the disconnection of her ViaSat account, the representative agreed to do so with the waiver of the early termination feesMrs [redacted] accepted this offer, and her ViaSat account was disconnected on August 16, Given this information, ViaSat believes that Mrs [redacted] compliant has been resolved and no further action is requiredHowever, 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 [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 Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because:I have called that number times a week since December of last year every time I call they are very friendly and "ok you should have a box with in 3-days and if not please notify us" I have not received a box and I have worth of charges on my account!!! I have not checked my credit report yet but they state If this is not taken care of I will be turned over to collectionThis is the worst company I have ever dealt with! Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I didn't create a new account ViaSat did, neither did I request my old account be canceledI asked that my account and service continue? ViaSat business practices appear to be inherently dishonest Sincerely, [redacted]

Thank you for bringing Mr [redacted] ’ complaint to our attention.Mr [redacted] ’ 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 April 11, 2017.Mr [redacted] ’ Liberty service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps 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.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 so.? Alternatively, customers may utilize Viasat’s Early Bird Free Zone from a.m?" a.m., local time, during which unmetered service is provided at no extra cost.Mr [redacted] contacted Viasat several times on January 21, to check on his data usage from the day before, as he believed it had been usedUnfortunately, since Viasat’s data usage details take around hours to appear in the system, the Viasat representatives assisting Mr [redacted] advised him to contact again the next day, when the information would be available.? On January 22, 2018, Mr [redacted] contacted Viasat, and as no agents were available at the time, he requested a call backHe was contacted by a Viasat representative and was advised that Viasat’s systems showed that the usage had gone toward system updatesThe representative assisted Mr [redacted] in adding free GB to his data.On January 23, 2018, Mr [redacted] contacted Viasat multiple times to determine the source of his data usageA Viasat representative assisted him in adding another free GB due to a short system outage, and was then able to advise that the data was used on iTunes and DirectTVMr [redacted] stated that he never used either of the programs, and as the representative was attempting to assist Mr [redacted] further, the call droppedWe apologize for any inconvenience this may have caused Mr [redacted] On a second contact to Viasat that day, Mr [redacted] was advised that if he believed he had not used the data, a dispute would have to be set up for a deeper look into the usageMr [redacted] declined due to the wait time.? In light of this complaint, Viasat has performed a review of Mr [redacted] ’ account for his data usage for the month of January as of March 5, The review revealed that Mr [redacted] consumed GB out of his GB monthly allowanceThe highest days of data usage were on January and January 21, 2018, between the hours of 9pm on January 20, and am on January 21, The data appears to be used on downloading in the categories of web browsing and media streaming, which can be viewed in the customer’s browsing or download history.? In resolution to this complaint, Viasat has added an additional free GB to Mr [redacted] ’ account as of March 5, If Mr [redacted] continues to experience issues with his data usage we advise him to look for the common causes for high data usage, programs that are running in the background, and whether his router is secure.? Thank you for the opportunity to respond.?

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Our records show Ms [redacted] purchased ViaSat’s Liberty service plan through an authorized ViaSat 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***’s electronic signature on the Customer Agreement dated October 2, 2016.? The Customer Agreement commits customers 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 termOn November 1, 2016, Ms [redacted] contacted ViaSat to discuss the disconnection of her ViaSat accountDuring this conversation, Ms [redacted] stated that she felt that the dealer took advantage of her and that she didn’t sign the Customer Agreement.? Due to the signed Customer Agreement, Ms [redacted] was educated that the early termination fees would apply In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat agrees to waive the applicable early termination fees associated with the disconnection of her accountAdditionally, Ms [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 instructionsThank you for the opportunity to respond

Thank you for bringing [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused [redacted] contacted ViaSat regarding connectivity issues with his serviceViaSat attempted to correct the issue by troubleshooting with [redacted] Unfortunately the troubleshooting did not help correct the issueOn June 28, ViaSat agreed to send a technician to [redacted] ’s home at no charge to correct the point and peak issue that we saw on our endThis service call was completed on July 1, In order to arrive at a resolution ViaSat offered the free service call charge and has placed two free months of service credits to the account for [redacted] Should [redacted] have any other issues regarding the connectivity of the service he can contact customer care at [redacted] Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] response to ViaSat’s attentionPer the previous response ViaSat has the ability to pull and listen to calls as they are recorded for quality assurance purposesViaSat went through and listened to the calls and at no time was Mror Ms [redacted] advised the early termination fees would be waivedWe apologize for any inconvenience this may have causedIn order to arrive at a resolution ViaSat did have Mr [redacted] removed from collections and has now had the balance removed to leave Mr [redacted] with a $balance dueThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat Our records show Ms [redacted] contacted ViaSat on January 29, to inquire about serviceDuring this conversation, Ms [redacted] advised she’d received a flyer in the mail advertising for service at $a monthThe sales representative confirmed that ViaSat’s Essential 10GB service plan was available to her at this price, and proceeded to advise her of the service plan pricingWhen asked, Ms [redacted] confirmed that she did intend to utilize the service for NetflixDue to a technical issue, only part of the sales call was recorded; therefore, we cannot confirm what was said to Ms [redacted] after the recording was paused so her payment information could be obtainedMs [redacted] ’s services were installed on February 1, The Essential 10GB service plan offers download speeds up to 12Mbps, upload speeds up to 3Mbps, and a 10GB monthly data allowance at $a month, plus applicable taxes and a $monthly equipment lease feePursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms [redacted] on February 1, (also available at exede.com/legal)The most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesCustomers 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 Early Bird Free Zone from 3:AM to 8:AM, local time, during which unmetered service is provided at no extra cost Ms [redacted] called ViaSat on February 3, because she has used almost 100% of her dataDuring this conversation, the ViaSat representative reviewed the Data Allowance Policy with Ms [redacted] and provided her with information on the other service plans available to herWhen Ms [redacted] mentioned being quoted a price of $for ViaSat’s highest –tiered service plan, Liberty 30GB, the ViaSat representative advised that the service plan was actually $a month Per her request, Ms [redacted] was transferred to a supervisor, who reviewed the service plan details with her once again before transitioning the account to the Liberty 12GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe supervisor also provided Ms [redacted] with a monthly discount of $off her bill per month for months, and advised that if she chose to move forward with the termination of her account, ViaSat would be willing to waive up to half of the early termination fees 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 ViaSat is unable to provide Ms [redacted] with the Liberty 30GB plan at $for the lifetime of her accountHowever, in order to come to a resolution regarding this complaint, ViaSat is willing to provide Ms [redacted] with one of two options: (1) The Liberty 30GB service plan at the $price for six months, after which it will revert to the advertised price of $a month (2) A waiver of her early termination fees if she disconnects prior to March 4, If Ms [redacted] chooses the first option, she will no longer be eligible to have her early termination fees waived Ms [redacted] may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### with her decisionShe may reference ticket no [redacted] when she calls in to speak with an agent We apologize for any frustration Ms [redacted] may have experiencedThank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I have had this service at two locations since I loved the service until June of this year I have the service at my residence where I do not experience ANY PROBLEMS using the same laptop, same phone, etc Hold times of more than one hour are unacceptable Overselling service is unacceptable I am not asking for a refund of both my properties, I am asking for a refund on one account Websites, emails and posts take additional time to load because of the providers admitted congestionI run out of bandwidth very rapidly because of this congestion, as things just spin and spin, do not load, until they time out For almost years I rarely ran over my bandwidth allotment Since this problem started, I run out of my bandwidth every month This tells me that something is seriously wrong! I have been through Tier and Tier Escalation, provided by Viasat Each time I go through their process, the rep on the other end of the phone admits there is a problem somewhere with my equipment The last Tier rep was from the Philippines and checked my modem, password, router - we even changed my router password I experienced the same problems, delay, timing out, and loss of service while working with that Tech He said there is nothing wrong with my equipment, but with the service The first Technician to come out brought a new modem It did not fix the problem He suggested a new "Trea/Tria"? Second technician did not have one on his truck and told me there has been a large demand for them and there were none in stock! As a year customer, with accounts, that pays my bill through auto-draft, (which is required by the provider), I have been treated poorly and unfairly New customers are signing up and getting equipment that existing customers cannot get! I have paid almost $8,over the last years and am being treated like a red headed step child Viasat claims they have a new satellite going up in January, but service until then will be congested I feel a refund of months is in order, on one account, and once the "new satellite" is operational, service may get better The only negotiation I will make is for months refund, or free service and a new tria/trea installed at providers expense Thank you Sincerely, [redacted] ***

Thank you for bringing [redacted] complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat 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 limitationsEach of these points is also addressed in the Customer Agreement signed by [redacted] on June 9, and available at exede.com/legalWe apologize if [redacted] these points were not communicated to his satisfaction Our records show [redacted] ordered service through DIRECTV, an authorized sales agent of ViaSat, on June 2, 2016, at which time he elected ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe service was scheduled to be installed on June 6, 2016; however, it was rescheduled for June 7, due to weather-related delaysThe technician attempted to contact [redacted] on June 7, to advise him of their estimated time of arrival, but was unable to get in touch with him until later that night, at which time the service call was rescheduled for June 9, 2016, per [redacted] request Regarding the charge of $ [redacted] as charged for the installation fee on June 3, 2016, our records show [redacted] contacted ViaSat about this amount on June 9, 2016, at which time she was correctly advised she would receive a credit of $towards her first month’s bill for the chargeThe credit of $covered her first month’s bill, providing a leftover credit balance of $ [redacted] was not charged for his first month of serviceDuring this conversation, MsRodriguez was also provided with details of her service plan and the ViaSat services, including the 24-month minimum service term The Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets On June 10, 2016, ViaSat received a call from [redacted] advising that he felt he’d been misled about the speed and pricing of her service plan, as well as the 24-month minimum service termDuring this conversation, he also advised to the ViaSat representative that the service was slow and that they were unable to stream and game onlineThe ViaSat representative advised [redacted] that certain games would not work well on ViaSat’s network, and that some would not work at all [redacted] was also provided with details of the Liberty service plans, but offered to escalate a complaint on [redacted] behalf for his point of sale concerns [redacted] acceptedUnfortunately, the ViaSat representative did not escalate the issue correctlyWe apologize for any frustration he may have experienced with ViaSat ViaSat received another call from [redacted] on June 13, 2016, at which time he requested to disconnect service because it was not workingThe ViaSat representative offered troubleshooting for his concerns, but [redacted] declinedThe ViaSat representative reminded [redacted] of the early termination fees, and the call ended shortly after On June 14, 2016, [redacted] called ViaSat to disconnect, at which time he was advised that the early termination fees would not be waived if ViaSat wasn’t provided with an opportunity to resolve his concernsAt this time, a free service call was ordered and scheduled for June 16, ViaSat’s technician went out to [redacted] home on the appointment date, at which time it was determined that there were no issues and that [redacted] was receiving download speeds above advertised range [redacted] called later the same day to request disconnection, claiming that the technician had been unable to get him online and had advised him to cancel the service with the early termination fees waivedAs there were no notes from the technician advising this, [redacted] said he would contact the technician to request additional notes be placed on the work order [redacted] called ViaSat a second time the same day, at which time his account was disconnected and a request for the waiver of the early termination fees was escalatedThis waiver request was rejected on June 17, as no issue had been found with [redacted] service at the time of the service call [redacted] was advised of this during a conversation with a ViaSat representative on June 20, In recognition of [redacted] short term as a ViaSat subscriber, ViaSat will agree to waive his early termination fees as a courtesy [redacted] is responsible for returning ViaSat’s modem and transceiver within days of his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return Thank you for the opportunity to respond

Thank you for bringing Mrs***’s rebuttal to ViaSat’s attentionUpon receipt of her rebuttal, ViaSat contacted Mrs [redacted] to discuss the issues she was experiencing regarding contacting ViaSat’s Customer ServiceAt that time, Mrs [redacted] performed a three way call and was able to successfully get through ViaSat’s Interactive voice response (IVR)As of today, October 26, 2016, Mrs [redacted] should be able to contact ViaSat through our IVRAdditionally, during this conversation, the Consumer Affairs specialist reviewed with Mrs [redacted] her usage and transitioned her account from her current plan to Exede– GBAlso, the Consumer Affairs specialist agreed to apply a credit to Mrs***’s account for November’s bill in the amount of $As of today, October 26, 2016, ViaSat is actively reviewing Mrs***’s account and her usageShe now has ViaSat’s Consumer Affairs direct contact informationShould she have any additional questions or concerns, please have her contact the Consumer Affairs department directlyThank you

Thank you for bringing Mr [redacted] complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat The Customer Agreement, signed by Mr [redacted] on January 17, and available at exede.com/legal, states that customers are responsible for returning ViaSat’s modem and transceiver within days after their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesCustomers are reminded of this when they choose to disconnect their service, and ViaSat supplies customers with a prepaid UPS box with illustrated instructions for the return of this equipmentThis box is typically delivered to a customer’s home address, or a shipping address of their choosing, within a week after the disconnection of the account Our records show Mr [redacted] called ViaSat March 16, to disconnect his account, at which time he was reminded of his signed Customer Agreement, the early termination fees, and the equipment return requirementsPer his request, a service call was ordered for Mr [redacted] so a technician could assist him with the removal of the transceiver, and scheduled for March 24, ViaSat’s technician went out to Mr [redacted] home on March 24, 2016, as scheduled; however, Mr [redacted] was not homeMr [redacted] called ViaSat on March 25, to reschedule his appointment to March 26, Once again, the ViaSat technician went out to Mr [redacted] home, at which time it was determined that the technician did not have a high enough ladder to reach Mr [redacted] roofWhen the technician advised Mr [redacted] that he would have to pay for the technician to rent a higher ladder, he refusedViaSat’s technicians are not required to carry 32’ laddersMr [redacted] was advised that he would be charged for not returning the transceiver if it was unable to be removedThe service call was rescheduled for March 29, On March 29, 2016, ViaSat’s technician went back out to Mr [redacted] home, at which time he was able to successfully remove the transceiver from the dish and delivered to Mr [redacted] to ship back to ViaSat We apologize for any frustration Mr [redacted] may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr [redacted] complaint Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s rebuttal to our attention As previously stated, ViaSat listened to Ms [redacted] ’s February 14, callAt no point during this conversation was Ms [redacted] informed that she had months left in her 24-month minimum service termWhen reviewing the disconnection disclosures with Ms [redacted] , the ViaSat representative told her that she had approximately months remaining The 24-month minimum service term starts upon the installation of the ViaSat equipment at a customer’s home, when the Customer Agreement is electronically signedOur records show Ms [redacted] ’s minimum service term started on August 3, The end date of her contract is August 2, The 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 3, A copy of Ms [redacted] ’s electronically signed Customer Agreement has been attached for her review and recordsViaSat has also sent a physical copy to her as of March 8, Ms [redacted] sent emails on February 14, and February 22, Our records show that the responding ViaSat representatives attempted to reach out to Ms [redacted] via telephone to process her disconnection request, but there was no responseOur records also show that the representatives also responded to Ms [redacted] via email advising her to call in to ViaSat’s 24-hour Customer Service Department to have her disconnection processed, as ViaSat does not accept termination requests via emailWe apologize if Ms [redacted] did not receive these emails As of March 8, 2016, Ms [redacted] has approximately months left in her minimum service term, making her early termination fees approximately $Currently, her account is still activeIf she would like to disconnect, she may do so at any time by contacting ViaSat’s 24-hour Customer Service Department at ###-###-#### Thank you for the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.) It has been business days since the 28th of December and no refund has been collectedI never stated that I could not access my system at all, I stated that my equipment keeps power cycling causing me to lose connection for at least minutes each time it power cycles it self as well as constant slow speeds and connectivity problems I called the provided and gave the ticket # and representative stated my refund should be available now but it is not and I also inquired about the total price of terminating service since Viastat stated "ViaSat will however agree to disconnect the account with waive of half the early termination fees of approximately $105.00, not including taxes" however the representative stated she could not tell me an exact amount with taxes but that it would be $plus tax so the company is not actually offering to waive half of that feeShe also stated at first that I would also have to pay another monthly bill of approximately $but once I questioned disconnecting service before my billing date being I paid a month in advance when starting my service she said if I disconnect on or by the 27th of January I would not be billed that additional approximate $on terminationSo I need someone from Viastat to give me accurate information as well as an actual cost to terminate early

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Mr [redacted] contacted ViaSat's Customer Service Department on August 26, as he had made two onetime payments of $via ViaSat's online payment systemDuring his conversation with ViaSat's customer service representative, Mr [redacted] was advised that a request would be made to have the refund issued, but that it would take ten to fourteen business days before processingAs ViaSat's billing system did not show the payment had been collected at the time of request, the refund was denied On September 11, Mr [redacted] made contact with ViaSat's Customer Service Department to discuss the refund as he had yet to receive itDuring his conversation with ViaSat's customer service representative Mr [redacted] was advised that ViaSat was unable to issue a refund at that time as there was not a valid payment method on file for ViaSat to refund toTherefore, the payment method needed to be update before the refund could be issuedMr [redacted] was unwilling to update the payment method on file in order for ViaSat to issue the refund Again, on September 16, Mr [redacted] contacted ViaSat to discuss the refund process and determine when he would receive his refundDuring his conversation with ViaSat's customer service representative, Mr [redacted] was educated on the refund process and offered goodwill credit of $for his troublesThe $credit was applied to his account and will go towards his September 20, ViaSat bill Per Mr***'s request, ViaSat is willing to issue a refund check for the $collected on August 27, as there is not a valid payment method on file for us to refund toThe refund check takes to business weeks before being received by M***If Mr [redacted] would like, the credit of $can be applied towards his next month's [redacted] which [redacted] be collected on September 20, If Mr [redacted] wishes to receive the check, please advise Again, we apologize for the confusion or frustration this situation [redacted] have causedThank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because although they "educated" me on the 16th I was still out $for weeksMoney that I budget for other things was not thereI had bills that were late and fees that I had to pay ..and all they can do is give me a $credit and expect everything to be all fine and dandyNever mind the fact that they said it would be taken care of in a few days and it wasn'tThey could have called me when they seen that the refund wasn't issuedI don't understand why I have to have a payment method on file but yet they had no problem taking the money out of the payment method I used...not once but twice ..in a matter of two secondsTo them $is nothingto me...its a lotEspecially when I budget for a whole monthThey use the fact that there is no other reliable source for internet where I live to treat people however they wantI have two choices....I can put up with their horrible customer service or I can not have internet for work and schoolIn my opinion the least they could do is give me a free month but no I get a $creditThat pays one of the three late fees I had from not having the $extra in my budget this monthThanksAnd are they even going to look into the fact that the website was messed up and not working properly and that's why this happened? No probably not because they have no accountabilityIf I'm a few days late paying my bill they shut my service offIt took weeks for them to try and get my money back by that time the bill was due again almost anywaysIf I go into a grocery store and use my debit card to buy something and then have to return it...they put the money right back where it came fromAnd that is what they should have did Final Business Response / [redacted] (4000, 9, 2015/09/25) */ Per ViaSat's previous reply, Mr [redacted] made onetime payments via ViaSat's online payment systemThis is why ViaSat does not have a payment method on file for Mr***ViaSat collected the two payments from Mr [redacted] as the two payments were made by him onlineSince our last reply, Mr***'s monthly bill was collected from the credit balance of $As previously stated, ViaSat was willing to issue a refund check to Mr [redacted] for the duplicate payment of $140.58; however, as stated the monthly bill applied towards the duplicate paymentAs a gesture of good faith, ViaSat has applied a credit of $to his ViaSat account and will be applied towards his October monthly billAdditionally, ViaSat will review our online payment system to ensure there are no issues making paymentsThank 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 is satisfactory to me This response states balance for equipment I sent back asapThis company is still trying to charge my cc 323.? Sincerely, [redacted] ?

Thank you for bringing [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this siltation may have caused On May 4, 2016, [redacted] contacted ViaSat to request a service call and informed ViaSat that she would be cancelling her services at the end of MayDuring her conversation with the ViaSat representative, [redacted] was offered a credit of $for the requested service call A ViaSat supervisor reviewed the request for a $credit on May 6, 2016, and ultimately confirmed that the credit was invalidTherefore, on May 8, 2016, a ViaSat representative attempted to reach out to [redacted] directly to inform her of this information ViaSat did not receive contact from [redacted] again until May 16, regarding the service call and its chargeDuring her conversation with the representative, [redacted] was informed that the service call charge of $was valid.? On June 29, 2016, ViaSat received contact from [redacted] again as she was charged $on June 1, for the service call feeAs [redacted] was previously advised that the service call charge of $was valid, the ViaSat representative declined to refund [redacted] the charge of $which occurred on June 1, 2016.? In order to bring resolution to this complaint, ViaSat will agree to refund $to [redacted] payment method on fileThe refund was issued on July 5, 2016, and should be received by [redacted] in three to five business daysShould she not receive the refund within this time frame, please have her contact ViaSat’s 24-Hour customer service department at [redacted] Thank you for the opportunity to respond

Thank you for bringing [redacted] ’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat [redacted] is currently receiving ViaSat’s Liberty GB ?" WiFi + Free Zone plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeDue to a promotional offering, [redacted] is receiving the EasyCare protection plan at no cost for the first three months of service Our records show [redacted] purchased ViaSat’s service through an authorized ViaSat DealerAt the time of sale, customers are made aware of ViaSat’s 24-month minimum service term; early termination fees; and the billing and pricing for the service, including the equipment lease fees and that taxes would applyEach of these points is further addressed in ViaSat’s Customer Agreement signed by [redacted] on July 28, and also available at exede.com/legalAll ViaSat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to [redacted] at the point of sale As resolution to this complaint, ViaSat will apply a credit of $off [redacted] ’s bill per month for monthsThis discount has been applied as of August 16, Alternatively, ViaSat is willing to waive [redacted] ’s early termination fees should he choose to disconnect prior to August 28, If he chooses to disconnect service, he may call ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no [redacted] Thank you for the opportunity to respond