ViaSat

Revdex.com: I must state that there never was any communication or correspondence received regarding any type of contract and I did not sign or electronically sign a month contract. They sent me a copy with a signature that was not mine (note the last name was spelled ***) and I would never incorrectly spell my name when signing for anything. Furthermore, it is my understanding from this response that I will not be charged any fees for terminating service and I fully expect at the time I do, that they will provide me with the means to return their equipment. In addition, if you view all the many complaints against this business you will understand fully that my complaint is a valid one. This business really needs to review their ethics policy in their business dealings and completely overhaul how they provide customer service I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and should I disconnect and find I am billed for anything at all regarding the disconnect I will be able to seek legal action against them Sincerely, [redacted]

Thank you for bringing Mr [redacted] complaint to our attention. Our records show Mr [redacted] is currently receiving Viasat’s Unlimited Data Gold service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease fee Due to the fact that Mr [redacted] ordered his service during a promotional period, he is receiving the following discounts: $off for the first three months of service, and a $credit for EasyCare for the first three months of serviceThe Unlimited Data Gold service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at HD quality or 720p. 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 and Unlimited Data Policy available at exede.com/legal.The Customer Agreement provided to each new customer, and signed by Mr [redacted] on April 25, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service 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.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.On April 27, 2018, Ms [redacted] contacted Viasat multiple times in regards to experiencing slow speeds with her Viasat servicesViasat representatives attempted to troubleshoot with Ms [redacted] , and it was determined that a service call was required to better understand what was going onThe service call was created that same dayAt the time, no credit was mentioned to Ms [redacted] .On May 8, 2018, the service call was completed, with additional work having to be completed by the technician due to a relocation of Viasat’s equipment by an installation of DirectTVThe technican also confirmed a known issue experienced by multiple customers in the same beam as Mr [redacted] . On May 9, 2018, Ms [redacted] contacted Viasat in regards to receiving slow speedsTroubleshooting was performed, which resolved the issueThe Viasat representative assisting Ms [redacted] determined that the satellite may be mispointed, and scheduled a second service call to correct the issueAt the time, the Viasat representative noted that Ms [redacted] would contact Viasat on May 26, to receive a credit for a month of service.On May 17, 2018, a second service call was completed, with the technician having to replace the modem and some of the cabling. No call was received from Mror Ms [redacted] on May 26, Due to this, the monthly billing generated on May 28, in the amount of $Viasat was successful in taking payment the same day.On June 2, 2018, Ms [redacted] contacted Viasat multiple times in regards to experiencing no connectivityA Viasat representative determined a service call was required to relocate the modem to a more accessible locationMs [redacted] requested a different technician from the one who had originally serviced her, and a Viasat representative submitted a request for a sales channel change to ensure that a closer technician was selected. However, due to the request being improperly submitted, no change was made to Ms [redacted] accountWe apologize for any inconvenience this may have caused Mror Ms [redacted] . On June 6, 2018, Ms [redacted] request to relocate her modem was completed by a Viasat technician, as well as a repoint of her satellite dish.On June 16, 2018, Ms [redacted] contacted Viasat in regards to experiencing slow speeds with her Viasat servicesA Viasat representative advised Ms [redacted] that a weather outage was occurring at the timeIn addition, the representative advised that Ms [redacted] had used over GB of data during the month, which could cause her speeds to slow due to being prioritized behind other customers’ during network congestionThe Viasat representative asked Ms [redacted] to contact Viasat the next afternoon to complete troubleshooting. On June 18, 2018, Ms [redacted] contacted Viasat to request a refund of a month of services due to the issues she had experienced with her servicesA Viasat representative advised Ms [redacted] that they could see where a credit had been promised, and Ms [redacted] requested the credit as a refund insteadThe Viasat representative advised that to receive the refund an investigation would need to be conducted, and Ms [redacted] accepted a $credit, with the promise that her account would be reviewed for further creditsThe request for a credit was submitted that day, however due to an error, was not applied to Ms [redacted] accountWe apologize for any inconvenience this may have caused Ms [redacted] . On June 25, 2018, Ms [redacted] contacted Viasat in regards to no connectivity with her internet servicesA Viasat representative advised Ms [redacted] that a weather outage was occurring at the time, and that she had used over GB of data during the month. In resolution to this complaint, Viasat has processed a refund in the amount of $for a month of services to Mr [redacted] payment method on file, as well as added a $goodwill credit to the accountMr [redacted] should be advised that it may take three to five business days for the refund to be seen in his bank.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.

Thank you for bringing Ms***’s rebuttal to our attention Our records show Ms [redacted] was issued a refund for $on March 25, for the unreturned equipment feesOn April 12, 2016, in response to Ms***’s initial Revdex.com complaint, ViaSat issued her two refunds totaling $523.00; however, as this amount was considered valid, it remained as a balance due on Ms***’s accountAll refunds were successfully processed on ViaSat’s end On April 18, 2016, Ms***’s account was sent to outside collections for the balance due of $as she did not make a payment for the amount as advised in ViaSat’s previous response Our records show Ms [redacted] contacted ViaSat on April 21, to request ViaSat verify the refunds with her financial institutionAs it is not ViaSat’s responsibility to verify refunds with a customer’s bank, Ms [redacted] was advised that ViaSat could either mail her a copy of the invoice(s) showing the refunded amounts, or she could perform a three-way call with her bank on the phonePer her request, copies of the invoices were printed and sent to Ms [redacted] the same dayFor her records, this invoice has been included with this response Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to our attention? Mr [redacted] was receiving Viasat’s Unlimited Data Silver Mbps service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAs Mr [redacted] ordered service during a promotional period, he was receiving a discount of $off his bill per month for the first three months, and the EasyCare program at no charge for the same length of time? The Customer Agreement provided to each new customer, and signed by [redacted] on March7, also available at [redacted] , commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term? 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? Our records show that Mr***’s service was installed on March 7, He called Viasat the same day requesting a disconnection of service due to latency for online gaming stating it was too slowThe Viasat representative advised Mr [redacted] of the early termination fees; however, as Mr [redacted] was disputing the early termination fees, the Viasat representative escalated a request to have the fees waived due to Mr***’s short term as a Viasat subscriberMr [redacted] was informed and acknowledged that the waiver was not guaranteed and could be rejected ? The early termination fee waiver was rejected on March 9, due to customer not allowing trouble shooting or a service call to resolve Mr***’s issuesMr [redacted] was charged early termination fees on March 9, of $? Mr [redacted] called Viasat again on March 9, requesting a refund for the early termination feesAt this time, Viasat representative advised Mr [redacted] that the early termination fee waiver had been rejected, and transferred Mr***’s call to a supervisor, per his requestThe Viasat supervisor advised Mr [redacted] that Viasat would not refund his early termination fees? As resolution to this complaint and in consideration of Mr***’s short term as a Viasat subscriber, Viasat has issued a refund for the early termination fees of $to Mr***’s account as of March 14, Mr [redacted] should be advised that it may take three to five (to 5) business days for him to see the amount deposited into the account ? Thank you for the opportunity to respond ? ?

Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] contacted ViaSat's Customer Service Department on September 4, to discuss the disconnection of her ViaSat account due to difficulties accessing the internetThe customer service representative educated Ms [redacted] on the disconnection process and did advise Ms [redacted] in error that she would be responsible for any early termination fees On September 9, Ms [redacted] contacted ViaSat's customer service department once again to discuss the charge of $assessed to her on September 8, During her conversation with ViaSat's customer service representative she was advised that per the Customer Agreement the early termination fees were valid We apologize for this information provided to Ms [redacted] was provided and that the early termination fees were not waived in error As of today September 21, 2015, Ms [redacted] has been refund the $charged on September 8, to the payment method on fileThe refund of $should be received by Ms [redacted] in three to five business daysShould she not receive the refund in this time frame, please advice Again, we apologize for the confusion or frustration this situation may have causedThank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attention.The Customer Agreement signed by Ms [redacted] on May 25, states that monthly service and lease fees are payable in advance Customers are also made aware of this at the time of the sale Ms [redacted] contacted Viasat on August 28, in order to request a disconnection of her Viasat servicesThe disconnection was processed the same dayHowever, since that date was also the same as her billing cycle date, Ms [redacted] was billed in advance for serviceViasat was unsuccessful in taking payment, leaving the balance as a past due amount on the accountOn October 28, 2016, Viasat’s systems had not recorded the return of Ms [redacted] ’s equipment, and as such $was added to Ms [redacted] ’s past due balance, bringing the total due to $Viasat was unsuccessful in taking payment for this account, and as such, the amount was written off to Viasat’s outside collections agencies on November 14, On November 13, 2016, Ms [redacted] contacted Viasat to advise that she had returned her equipment in SeptemberA Viasat representative assisted in submitting a request for a credit for the returned equipment, and the $balance was removed as of November 17, On February 22, 2018, Ms [redacted] contacted Viasat in order to advise that she had received a call from one of Viasat’s authorized collections agencies stating that she still owed a balance dueWe apologize for any inconvenience this may have caused Ms [redacted] .In resolution to this complaint, Viasat has submitted a request to remove Ms [redacted] for her full balance from collectionsIf Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at ###-###-####.Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: This is the second time I am resonding to thisI rejected it because I am not recieving what I paid forAnd from what I am reading, it seems that Viasat thinks I have all the time in the world to constantly work through their automated system and argue with them about this poor serviceI work full timeI run a householdI purchase and pay for services that, in my mind, I should be getting WITHOUT having to sit on the phone and argue as to why I am notHOW would any of them feel if I came in with some song and dance promising a service, secure your bank information, take your money on a timely basis and then when they called to find out as to why I am not delivering, I can smoothly tell them "Oh, I'm sorry, there is congestion; I oversold myself but I will extract charges if you cancel your contract early; no, I don't give credits; can you call back later (I live in Alaska...it seems when I call after my work hours, I get a recording to call back during regular work hours); sure, let's troubleshoot....oh gee, can't figure out why it's not working---ON MY END it looks fine Is it too much to ask for this day and age to recieve a service, that I in good faith signed a contract for? That Viasat gets my money for EVERY MONTH WITHOUT FAIL???? Do you know it took fifteen minutes of dinking around with the equipment so that I could get online and respond to this AGAINAnd lets not even go into the fact that because of the poor service, there are overages paid to AT&T because of having to go off line and access the LTE networkOr better yet, having to go into work early and ask if I can use their internet to pay my bills and so onSo happy for this serviceYou've at least made my life a little more complicated than it should beAnd that part about returning the equipment? The thieves at Microcom said that it was mine because it was basically going to be out of service soon anywayShould have heeded that forewarning...So, now what? I have been shopping aroundI can not get anything until MAYBE late summer early fallI can not cancel right now because as poor as this is, my partner needs a way to access his business pagesI need access to the internet for bill paying and other thingsI guess, I am stuck here with youI am between a rock and a hard placeYes, I choose to live in a remote areaNot going to change itBut if this business is going to come in and offer their services, they better damn well deliver itI can tell you this, living here in Alaska, every time you step out the door, your in the food chainYour bring your business here, fight to be the best or get outIt really should not be a choice Sincerely, [redacted]

Thank you for bringing Mr [redacted] response to ViaSat’s attentionAfter researching the account ViaSat has agreed to stick to their original offer and credit Mr [redacted] half off the early termination feesViaSat has placed a credit of $on the account which will go towards the chargeMr [redacted] will be responsible for the remaining balance on the accountThank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attentionWe apologize for any confusion she may have experienced with ViaSat At the time of sale, Ms [redacted] was transferred to an internal department at [redacted] to complete the sale of the satellite internet service, not to ViaSat [redacted] is an authorized reseller of ViaSat’s services [redacted] provided Ms [redacted] credit card information when the order for her internet services was submitted to ViaSatUnfortunately, purchasing ViaSat’s service with [redacted] does not bundle the billing ViaSat handles customer billing for its own services and, therefore, Ms [redacted] is billed separately for her ViaSat internet serviceWe apologize for any confusion regarding the sales process that Ms [redacted] may have experienced, and if this was not communicated to her satisfaction The Customer Agreement 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 feesThe Customer Agreement advises that monthly fees are payable in advance The service was installed at Ms [redacted] home on July 9, The Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signatureOur records show Ms [redacted] electronic signature on the Customer Agreement dated July 9, We apologize for any misunderstanding regarding the electronic signature processA copy of her electronically signed Customer Agreement has been mailed to her for her review and records On July 13, 2016, ViaSat collected an advanced payment of $for the first month of service on July 13, ViaSat received a call from Ms [redacted] on July 15, 2016, at which time she advised that she had not authorized ViaSat to automatically bill her payment methodShe also advised that she had been under the impression that ViaSat’s bill would be bundled with [redacted] The ViaSat representative reviewed ViaSat’s billing with Ms***, including that the Customer Agreement authorizes advanced, automatic paymentsThe ViaSat representative also inaccurately informed Ms [redacted] that the Customer Agreement was sent to customers via a welcome email from ViaSatThe welcome email does not include the Customer AgreementWe apologize for any confusion this may have caused Ms [redacted] to experience Ms [redacted] was also informed that she could access a copy of the Customer Agreement online at [redacted] When Ms [redacted] requested the disconnection of her account because she was unhappy with the automatic payments, she was accurately advised that early termination fees would be applied to her account, at which time she requested to speak to a supervisorMs [redacted] call was transferred to a supervisor accordingly During Ms [redacted] conversation with the ViaSat supervisor, she was informed that the terms of service had to be agreed to at the time of installationThe supervisor also offered to have Ms [redacted] payment method removed from the account, but recommended that she simply update the payment method insteadMs [redacted] was also advised of the disclosures regarding the removal of her payment methodMs [redacted] advised she did not want the payment method removed and that she would be updating it at another timeIt was explained to Ms [redacted] that she could update her payment method online at [redacted] if she registered for an account management profile there On August 9, 2016, Ms [redacted] updated her payment method via ViaSat’s interactive voice response system As she has been using the service, ViaSat does not agree to waive her early termination fees in full if she chooses to disconnect; however, ViaSat will agree to waive half of the early termination fees if she disconnects prior to September 12, Ms [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 If she would like to disconnect her account, she may contact ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no [redacted] Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: Because it does not contain accurate informationUnfortunately your resolution is unacceptablePreviously you indicated that mystatements provided to Exede had the data Exede needed blocked outThe information on the statements I sent addresses the only financial information pertinent to Exede, particularly since I am not requesting Exede to refund the NSF charges It clearly indicates on the statements that you received, two different transaction numbersOn page one the 109.47, transaction serial number [redacted] , came out leaving a balance of On the second page the amount of 109.47, transaction serial number [redacted] , came out leaving a balance of -Please note the information below that I have organized to make it simple for you to understandJune 13, 109.47(Transaction # [redacted] ) + (Transaction # [redacted] ) =218.94June 30, 2016, my credit union reversed -109.47, leaving a $balance on my accountJuly 8, 2016, a credit (refund) of $paid the July payment, leaving a credit balance of -$This statement indicates the previous balance for June was unpaid INVOICE# 17Statement Date 07/08/2016Invoice SummaryPrevious Balance $ 109.73Payments $ 0.00Refunds $ 111.48Current Charges and Fees $-11.51Taxes, Surcharges and Fees $ June 11, 2016, Exede suspended my service.June 12, 2016, I paid to have my service restored with a Visa credit cardTherefore, my balance at this time should be -of which should be refunded to the Visa card used on July 12, and remain as a credit on my accountI spent many hours trying to fix this problem but your customer service is poor and inadequateHad one of the many agents I spoke with provided an e-mail or phone number to management this might have already been settled [redacted]

Thank you for bringing Mr [redacted] complaint to our attention Our records show Mr [redacted] contacted Viasat’s Sales Department on January 15, to inquire if there was a trial period for the serviceThe Sales representative correctly informed Mr [redacted] of the Customer Agreement; however, before they could continue the conversation, the call droppedMr [redacted] called back into Viasat regarding serviceDuring this second conversation, the Viasat representative entered in an address provided by Mr [redacted] , and determined that there were no services available to Mr [redacted] at that timeThe Viasat representative informed Mr [redacted] that Viasat would be launching new products in February 2018, and that they may be available to him The same day, the initial Sales representative Mr [redacted] had spoken with called him back to complete their conversation, at which time it was determined that service was available at [redacted] ***Mr [redacted] elected the Unlimited Data Silver service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAt no point during this final conversation did the Viasat representative guarantee that the Viasat Wireless Gateway service would be available to him or that they would be in his area within any particular timeframe The Viasat Wireless Gateway (VWG) services were launched in February 2018; however, they are currently not available nationwideViasat does not have a specific timeframe as to when these new products will be available to all customers Mr [redacted] service was installed at the service address on January 29, Viasat did not have any contact from Mr [redacted] until April 25, 2018, when he called to disconnect service due to the VWG service not being available in his areaAt this time, he was reminded of the 24-month minimum service term and early termination fees; he was also informed that the VWG service had not launched in all areas of the country yetPer Mr [redacted] request, he was informed of all disconnection disclosures and the account was scheduled for an April 30, disconnection The Customer Agreement provided to each new customer, signed by Mr [redacted] on January 29, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term As Mr [redacted] was not guaranteed that the VWG service would be available in his area and as Viasat was not made aware of any concerns he may have experienced with his service speeds, Viasat does not agree to waive Mr [redacted] early termination fees upon his disconnection of service Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I explicitly requested a call before any money was automatically taken from account I repeatedly said this The fees were not communicated nor mention of 'process' of early termination Listen to your recorded conversations - all of them Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:? First of all, I never signed any agreement.? An agreement was emailed to us with an electronic signature, but we never signed a thing.? Second, when the service was first ordered with "***" - not once was it ever stated that there was a month contract.? [redacted] also stated that they needed a credit card to "hold" in the file, but they would not charge it without authorization.? [redacted] also never mentioned the billing was one month in advance, so by July 1st, less than days of ordering service, we already received a "past due" email.? Also on July 1st, Exede attempted to charge my credit card for the first month, which was UNAUTHORIZED.? We called several times to voice our concerns with everything that was either not told to us and also the fact that the internet was slower than dial up.When I called the cancel the service on July 6th, I told them to cease and desist from charging my credit card.? On July 7th, they charged my credit card, once again unauthorized.? I called my bank to report the fraud and also blocked Exede from taking out anymore money.The internet was never at the speed promised.? On their end, of course it was, but when we ran our own test at the same time that the technician " [redacted] " was at the house, the download speed was and upload was 1.76.? I am attaching the snapshots of each time we checked the speed.? The technician " [redacted] " also stated personally to us while he was checking the speed that there was in fact an issue, but not on our end.? If this matter needs to be litigated, [redacted] will be subpoenaed to testify under oath.The company is a fraud and scam.? If you pull up any review online, every single customer has the same complaints.? We had the service for less than one week.? We will not pay any termination fees and if this matter isn't resolved, we will have no other choice but to file legal actions and also report them with the FCC.? These are unacceptable practices, this company scams people into signing them up and stealing their money Sincerely, [redacted] ***

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

Thank you for bringing [redacted] 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 [redacted] on June 15, and available at exede.com/legalWe apologize if [redacted] feels these points were not communicated to her satisfaction. ViaSat understands that the service is not going to meet [redacted] needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account when [redacted] is ready to disconnect [redacted] can call customer service at [redacted] and reference ticket number [redacted] Thank you for allowing ViaSat the opportunity to respond.

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 24-month minimum service term commitment and the early termination fees should the account be disconnected prior to the monthsCustomers are also made aware of the month contract with their welcome letter that they receiveNo account can be provisioned and activated without the customer signing the customer agreementMs [redacted] signed the customer agreement on February 13, The early termination fees will remain valid on the account as Ms [redacted] disconnected the account prior to the month agreementThank you for allowing ViaSat 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 January 7, 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.Our records show Mr [redacted] purchased Viasat’s Unlimited Bronze Mbps service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of the above points at the time of saleWe apologize if these points were not communicated to Mr [redacted] at the point of sale.Mr [redacted] was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeDue to promotional pricing, Mr [redacted] was receiving a $credit for the first three months of his service planThus, his first bill that generated on January 8, was in the amount of $63.29. Viasat received no contact from Mr [redacted] until January 25, 2018, when he requested a disconnection of his Viasat servicesMr [redacted] stated that the representative that sold him the service misrepresented the cost and the contractMr [redacted] requested to future date his disconnect for February 7, 2018, which was successfully requested. Mr [redacted] contacted Viasat on January 31, to again request the disconnection of his servicesThe Viasat representative assisted him in requesting the disconnection the same day and the disconnection was successfully processed. On February 8, 2018, Mr [redacted] account was charged in the amount of $for early termination feesMr [redacted] contacted Viasat on February 12, to dispute the charge, and stated that the retailer he had bought service from had been dishonest about pricingWe apologize for any inconvenience this may have caused Mr***.In order to bring this complaint to resolution, Viasat will agree to refund half of the early termination fees charged to Mr [redacted] due to the misinformation that he receivedThis refund will be in the amount of $172.23, and Mr [redacted] should see the refund within the next three to five business days. 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.

Thank you for bringing Mr***’s complaint to our attention Mr [redacted] was receiving Viasat’s Unlimited Data Silver Mbps service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAs Mr [redacted] ordered service during a promotional period, he was receiving a discount of $off his bill per month for the first three months, and the EasyCare program at no charge for the same length of time The Customer Agreement provided to each new customer, and signed by [redacted] on March7, also available at [redacted] , commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term 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 Our records show that Mr***’s service was installed on March 7, He called Viasat the same day requesting a disconnection of service due to latency for online gaming stating it was too slowThe Viasat representative advised Mr [redacted] of the early termination fees; however, as Mr [redacted] was disputing the early termination fees, the Viasat representative escalated a request to have the fees waived due to Mr***’s short term as a Viasat subscriberMr [redacted] was informed and acknowledged that the waiver was not guaranteed and could be rejected The early termination fee waiver was rejected on March 9, due to customer not allowing trouble shooting or a service call to resolve Mr***’s issuesMr [redacted] was charged early termination fees on March 9, of $ Mr [redacted] called Viasat again on March 9, requesting a refund for the early termination feesAt this time, Viasat representative advised Mr [redacted] that the early termination fee waiver had been rejected, and transferred Mr***’s call to a supervisor, per his requestThe Viasat supervisor advised Mr [redacted] that Viasat would not refund his early termination fees As resolution to this complaint and in consideration of Mr***’s short term as a Viasat subscriber, Viasat has issued a refund for the early termination fees of $to Mr***’s account as of March 14, Mr [redacted] should be advised that it may take three to five (to 5) business days for him to see the amount deposited into the account Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Thank you for bringing Mr [redacted] '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 April 14, to request the disconnection of his ViaSat accountDuring his conversation with ViaSat's customer service representative, Mr [redacted] was advised of the leased equipment return policy, and potential charges should the equipment not be received by ViaSat in days from the date of disconnection Customers are responsible for returning ViaSat's modem and transceiver after account disconnection or they will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementMr [redacted] was charged an unreturned equipment fee of $on June 13, 2015, per the Customer Agreement signed by Mr [redacted] on June 7, The tracking number associated with Mr [redacted] 's account (1ZAFXXXXXXXXXXXXXX) shows on UPS.com that the prepaid shipping labels and boxes were returned to ViaSat on May 14, after three attempts to deliver to his locationIf Mr [redacted] has an alternate tracking number he can provide ViaSat is willing to refund the equipment charges of $once returned Again, we apologize for any confusion this situation may have caused; however, ViaSat has not received Mr [redacted] 's leased ViaSat equipmentTherefore, we are unwilling to issue a refund until a tracking number can be provided showing the return of the leased equipment Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe that ViaSat as an organization does not have its records in order in this matter They allege that I never received a box with which to return the equipment A return box was delivered to me - not in East Alton, IL, as the tracking number provided in its most recent response details, but in Grafton, IL I can describe the box I received I contained a second, return label that could be (and was) affixed over the top of the first label It also contained foam padding with three cutout areas - one for the charger, one for the modem, and one for the transceiver It also contained an informational flyer printed on glossy paper that when folded out measured around 18" x 18" Orange was a prominent color on the flyer The return address was to somewhere in Colorado I deposited said package, with the new label affixed, at my place of work, into the hands of a UPS deliveryman Viasat may have its records wrong They may have lost the package I'm even willing to grant that, however unlikely, UPS may have lost the package Their stance that my inability to produce a tracking number should preclude the recovery of my money, however, looks to me to be simple, old-fashioned stonewalling Whatever to exact cause of this confusion, the problem here seems to lie in their system of handling returned equipment Their unwillingness to take responsibility for their system's limitations (most charitably) or its failures (less, but not least, charitably) constitutes an unsatisfactory response Final Business Response / [redacted] (4000, 9, 2015/08/24) */ We understand Mr [redacted] 's position, and per ViaSat's previous response the tracking number (1ZAFXXXXXXXXXXXXXX) was supplied to Mr [redacted] to return the leased equipmentHowever, East Alton, IL was the last known location of this packageGiven the information provided by Mr [redacted] and our understanding that this package may have been lost by UPS, ViaSat will agree to refund the charges for failure to return the leased equipment of $This refund was issued to Mr [redacted] 's payment method on file as of August 24, and should be received by him within three to five business daysThank you!

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 meI will be terminating service on 4/9/to make sure it is cancelled by 4/12/17!? Sincerely, [redacted] ?