ViaSat

Complaint: [redacted] I am rejecting this response because: I do not have their transceiver and modem,I Had to go buy a router when their technician was installing this service at my home..I have been moved from [redacted] for over years now!If they had wanted anything back then they should have told me that when I called them to cancel he first time.I did not sign a year contact,I have paid them years for service I wasn't receiving and I WILL NOT pay them another dime!.If they charge my credit card again.or send me another threatening letter or do anything other than leave me alone? I will contact my lawyer!..Once again,I DO NOT have any equipment that they say belongs to them,and I will not pay for something I DO NOT owe Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat shows that Mr [redacted] contacted our customer service department on September 2, concerning his email issuesAt that time ViaSat was in the middle of migrating emails which could have caused the issue that Mr [redacted] was experiencingOn September 2, ViaSat shows that Mr [redacted] did confirm that he was able to login and see his emails at that time; however, Mr [redacted] soon called back experiencing the same issueViaSat did speak with Mr [redacted] on December 10, and advised that nothing was escalated to our Synacor team that handles these issues so while on the phone our agent did escalate the issue to Synacor and advised MrBuldoc that we should have a response within 24-business hoursViaSat has also escalated this case internally and Mr [redacted] should have an answer with 24-business hoursThank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because:I [redacted] retrieved my refund from Visat I requested that they put the refund on an other card which was a prepaid card instead of them using my another due to them charging my card without my permissionThis company is refusing to verify the refunds to greendot that they are valid so there is a block on my card due to three refunds being made back to back I talked to [redacted] at Valsat he refuses to verify to greendot these charges are valid so my card is blocked until Valsat contact them to give the information greendot is requiring which is the original receipt from all refunds which was issued? ? Sincerely, [redacted] ***

Thank you for bringing Ms [redacted] complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat ViaSat does not recommend the use of Virtual Private Networks (VPN) applications with ViaSat’s serviceSection of the Customer Agreement, signed Nancy Soltow, authorized signer, on March 4, 2016, clearly states, “VPN applications may not perform or may perform poorly and are not recommended.” The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data 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 AgreementPursuant 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 Ms [redacted] was receiving ViaSat’s Liberty 18GB at $a month, plus applicable taxes and a $monthly equipment lease feeBecause Ms [redacted] ordered this service plan under a promotional offering, she was receiving 36GB of priority data per month for the first three months, after which it would revert to the advertised 18GB of dataIt also came with a promotion of $off the bill per month for three monthsThe Liberty service provides download speeds up to 25Mbps, upload speeds up to 3Mbps, and a Liberty Pass, which offers customers download speeds up to 1-Mbps once they have exceeded their monthly priority data Our records show Ms [redacted] called ViaSat on March 7, because she had exceeded her monthly priority data and had been slowedAt this time, she advised the ViaSat representative that she did not believe the service would meet her needs as she needed the internet for workThe ViaSat representative provided Ms [redacted] with information regarding ViaSat’s Liberty service plans, including the promotions she was receivingMs [redacted] advised that she’d been unaware of the promotional discount, and expressed interest in disconnectingWhen the ViaSat representative reminded Ms [redacted] of the signed Customer Agreement and the early termination fees, Ms [redacted] requested a supervisorHowever, instead of being transferred to a supervisor, Ms [redacted] was transferred to a representative in ViaSat’s Technical Escalations departmentWe apologize for any frustration this may have caused her to experience During her call with the Technical Escalations representative, Ms [redacted] advised that she was experiencing slow speeds, and that the service was not meeting her needsWhen asked what she used the service for, she explained that she needed it for VPN, at which time it was explained to her that the use of VPN clients on ViaSat’s network was not guaranteedThe call ended shortly after Ms [redacted] called back a second time on March 7, requesting the disconnection of her account with the early termination fees waivedThe ViaSat representative escalated Ms [redacted] account to a supervisor for review and a call back regarding the early termination fees, and Ms [redacted] account remained activeWe apologize if Ms [redacted] was not contacted by a supervisor On March 12, 2016, Ms [redacted] called in about using a VPN client on ViaSat’s networkAt this time, it was reiterated to her that ViaSat did not guarantee or recommend the use of VPNsOn March 16, 2016, Ms [redacted] called ViaSat to disconnect her account, at which time she was reminded of her signed Customer Agreement and early termination feesHowever, based on her issues, a ViaSat supervisor approved a waiver of the early termination feesThese fees were waived from Ms [redacted] account later the same day after her disconnection We apologize for any frustration Ms [redacted] may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms [redacted] complaintMs [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 AgreementA UPS 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

Thank you for bringing Ms***' complaint to our attentionWe apologize for any issue she may have experienced with ViaSat's speed of service At the time of sale, customers are made aware of ViaSat's 24-month minimum service term commitment and if service is canceled prior to the minimum service term, early termination fees will apply They are also informed that speeds may vary and are not guaranteed Each of these points is also addressed in the Customer Agreement signed by Ms [redacted] on November 4, and available at exede.com/legal Our review of Ms***' October 30, shows that she contacted ViaSat to inquire about the Exede Internet serviceDuring this conversation, the sales representative correctly advised Ms [redacted] that the speed of service was not guaranteed, and that the 24-month minimum service term would begin upon the installation of the service at her homeAt no point was Ms [redacted] advised that she would be given with a day trial periodThe service was installed at Ms***' home on November 4, ViaSat received a call from Ms [redacted] on December 9, because she was experiencing slow speeds and wished to disconnectDuring this conversation, the ViaSat representative offered to guide Ms [redacted] through troubleshooting as resolution to her issue, but Ms [redacted] declined as she was not at homeMs [redacted] also advised that she just wished to disconnect service, and requested to speak to a supervisor regarding the early termination feesDuring the call transfer, the line droppedThe agent attempted to reach out to Ms [redacted] again, but there was no answer Ms [redacted] called ViaSAt on December 16, to see if there was a lower plan available in her areaUnfortunately, due to a technical issue on ViaSat's end, the ViaSat representative was unable to provide Ms [redacted] with this informationDuring this conversation, Ms [redacted] inquired about disconnecting, at which time she was reminded of her signed Customer Agreement and 24-month minimum service termMs [redacted] acknowledged that she would be charged an early termination fee if she disconnected, but chose not to move forward with it at that time As ViaSat was not provided with any opportunity to resolve her issues, if Ms [redacted] chooses to move forward with the disconnection of her account, ViaSat does not agree to waive any portion of her early termination fees Thank 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 Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:was never informed that it was resolved when I attempted to contact themHave been contacted by collection agency Sincerely, [redacted] ***

Thank you for bringing Ms [redacted] complaint to our attention Our records show Ms [redacted] was receiving Viasat’s Liberty GB + Free Zone service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly priority data; download speeds up to Mbps; upload speeds up to Mbps; and a Free Zone between 3:AM and 6:AM, local time, during which unmetered service is provided at no additional costThis plan does not come with a wireless feature Ms [redacted] ordered Viasat’s service through [redacted] , an authorized Viasat seller, on December 11, At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees, and the Viasat billingEach of these points is further addressed in Viasat’s Customer Agreement signed by Ms [redacted] on December 14, and also available at exede.com/legalThe Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signature Ms [redacted] contacted Viasat on December 14, after the installation of her service, at which time she expressed that she had expected a wireless Viasat modemDuring this conversation, she was informed of the above-referenced details of her service plan, and that it did not come with a wireless modemThe Viasat representative also advised Ms [redacted] that they could transition her service plan to one that provided a wireless modem, but that there would be a delay in the shipment of the wireless modem as there is currently an equipment shortageMs [redacted] declined the offer and informed the representative that she would purchase a third-party wireless router Viasat charged Ms [redacted] $in monthly service fees on December 16, 2017, but the payment failedMs [redacted] called about the balance due on December 19, 2017, at which time she was informed of Viasat’s billing practicesWhen Ms [redacted] expressed her dissatisfaction in not receiving a wireless modem, she was once again informed of the equipment shortageThe Viasat representative also offered Ms [redacted] a goodwill credit and a transition to change her service plan to one that offered a wireless modem, with the understanding that there would be a delay in receiving the equipmentMs [redacted] declined and requested to speak to a supervisor During her conversation with the Viasat supervisor, Ms [redacted] advised that she wanted to disconnect because she had not received a wireless modem and believed she’d ordered wireless serviceThe Viasat supervisor made several attempts to retain Ms [redacted] business, including providing her with credit discounts, but they were declinedMs [redacted] was informed of the disconnection disclosures, including the early termination fees, and her account was disconnectedPer her request, a service call was ordered at the standard $service call charge, and an escalation to have her point of sale concerns reviewed was escalated The Customer Agreement advises that customers are responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a [redacted] box, prepaid return shipping label, and illustrated instructions within a week after their disconnectionAny request for service call assistance with uninstalling the equipment is associated with a $service call fee As resolution to this complaint and in consideration of her short term as a subscriber, Viasat will agree to waive Ms [redacted] early termination fees and the balance due of $in fullThis has been processed as of December 20, Viasat does not agree to waive the $service call fee Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ Thank you for bringing Ms***'s 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 feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on December 22, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat has included a copy of the bill showing the early termination fees for Ms***'s viewingThank you for allowing ViaSat the opportunity to respond

Revdex.com:I would like to thank ViaSat for their attention in this matter, it was very frustrating? My hope is I won't have this problem again next year 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] ?

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Customers are made aware of ViaSat's Data Allowance Policy at the time of sale Our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr [redacted] on September 18, 2014, and it is also available at exede.com/legal Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage Mr [redacted] contacted ViaSat's customer service department on July 20, to disconnect his ViaSat account due to the limitations of the services related to the Data Allowance PolicyAt the time of disconnection Mr [redacted] was advised of the Early Termination Fees that would be applied to his payment method on file and the process for returning the leased equipmentOn August 20, ViaSat attempted to collect Mr [redacted] 's early termination fees; however, ViaSat was unsuccessfulTherefore, on September 14, ViaSat sent Mr [redacted] 's ViaSat account to collections On September 15, Mr [redacted] made contact with ViaSat's customer service department to discuss these chargesDuring his conversation with ViaSat's customer service representative, Mr [redacted] was advised that his account would be removed from the collections process and that no further charges would be collectedMr [redacted] accepted this offer and the account was removed from the collections process Due to this information, ViaSat feels this complaint was resolved prior to the filling of the Revdex.com complaint Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/17) */

Thank you for bringing Mr [redacted] complaint to our attention Our records show Mr [redacted] is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p 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 Mr [redacted] contacted Viasat on June 15, via chat regarding his contract and how much longer he had as he was requesting to disconnectThe Viasat representative attempted to retain Mr [redacted] account by offering a transition to a different service plan; Mr [redacted] declined this offer Mr [redacted] chatted in multiple times on June 17, due to slow speedsEach time, the Viasat representatives performed trouble shooting and advised Mr [redacted] to power cycle his modemMr [redacted] was also advised that he had exceeded GB’s of data usage and his data usage could be prioritized behind other customers during network congestion, which could result in slower speeds At this time, Viasat feels that all appropriate actions have been taken in regards to Mr [redacted] and does not agree to waive early termination fees should Mr [redacted] choose to disconnectIf Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463- Thank you for the opportunity to respondTell us why here

Complaint: [redacted] I am rejecting this response because: I did NOT see or have any agreement you say I signed! This electronic agreement came AFTER rep Sam B [redacted] installed the dish on our house! I was required to pay him $cash as Mike Hanner said toThen when internet went out on 01/27thFive days after being installed! Then the rep was out of town when I called Mike/David with Wild Blue/Exede in Anchorage, AKRep Sam B [redacted] was back in Kotzebue on 02/02/& came and installed another tria to dish outsidei called insatiable/Exede on both 2/08th and the 9th trying to get out terminate services! That's when they told me, very rudely......you allowed him to put of dish! I then said I had not seen or signed any paper work or electronic till after it was set up! Viasat then told me it was a $call out fee!!! I paid rep $cash twice after the $300.00!!!i see they are doing the same thing to so many trusting folks, and they are so rude when calling Englewood, CO! 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 February 14, and available at exede.com/legalWe apologize if [redacted] feels these points were not communicated to his 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 Mr [redacted] complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat The Customer Agreement, signed by Mr [redacted] on October 28, and available at exede.com/legal, 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 termEarly termination fees are charged on the bill cycle date following a customer’s disconnection dateOur records show Mr [redacted] was charged on the 1st of every month ViaSat sends customers email notifications when their bill is dueOur records show this email would have been sent to Mr [redacted] at [redacted] @gmail.com Mr [redacted] contacted ViaSat on December 9, to disconnect his account, at which time he was reminded of his signed Customer Agreement and advised his payment method would be charged early termination fees of approximately $When Mr [redacted] asked when he would be charged, the ViaSat representative accurately advised him that he would be charged on January 1, 2016, as that was his bill cycle dateMr [redacted] was also reminded that, pursuant to the Customer Agreement, he was responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he would be charged an unreturned equipment fee of $300.00, not including taxesMr [redacted] agreed and moved forward with disconnecting his account ViaSat received Mr [redacted] modem and transceiver on December 23, On January 1, 2016, ViaSat collected a payment of $in early termination fees from Mr [redacted] , as he was advised We apologize for any frustration Mr [redacted] may have experiencedThank you for the opportunity to respond

Thank you for bringing Mr. ***’ complaint to our attention. Mr. [redacted] is currently receiving Viasat’s Unlimited Data Bronze 12 plan at $70.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare fee. The Customer Agreement, signed by Mr. [redacted] on... February 21, 2017 and available at exede.com/legal, advises that ViaSat does not guarantee the Internet service to be uninterrupted or error-free. Service may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway. Our records show Mr. [redacted] contacted Viasat on December 30, 2017 because he was experiencing a connectivity issue, at which time he was guided through troubleshooting. When troubleshooting did not resolve the issue, a free service call was ordered and scheduled for January 4, 2018. Mr. [redacted] transitioned his service plan to the Unlimited Data Bronze 12 service plan on January 3, 2018. The service call was fulfilled on January 4, 2018 with the technician not finding any issues. On January 16, 2018, a service call was ordered for Mr. [redacted] because he had experienced intermittent connectivity. Mr. [redacted] received a call from the technician on January 17, 2018, at which time he was informed that the modem’s diagnostics did not indicate an issue. When Mr. [redacted] explained that he was experiencing slow speeds, the technician informed him that the speeds of the service may vary and are not guaranteed, per the Customer Agreement. Viasat received contact from Mr. [redacted] on February 3, 2018, at which time a service call was ordered. This service call is currently scheduled for the morning of February 6, 2018. As resolution to this complaint, Viasat will agree to waive Mr. ***’ early termination fees in full if the Viasat technician is unable to resolve his connectivity concerns during the February 6, 2018 service call. However, if the issue is resolved or if it is determined that the issue is with his third-party equipment, the early termination fees will stand. Mr. [redacted] may contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333 in reference to ticket no. 26614011. Thank you for the opportunity to respond.

Thank you for bringing Mr***’s rebuttal to our attention As previously stated, ViaSat advises at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteedService speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of saleLiberty Pass speeds will vary based on the time of day and the customer’s geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair the ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage thresholdHeavier users of Liberty Pass will experience slower speeds than lighter users Since his May 25, 2015, Mr [redacted] has only advised ViaSat of issues he may have experienced with the speed of his service onceDuring the March 30, conversation, Mr [redacted] was advised that his service was being impacted by network congestionNetwork congestion is caused when many subscribers are on the network at the same time, and may intermittently impact web browsing and speeds for subscriber in the affected spot beam area.’ Once again, ViaSat does not agree to waive Mr***’s early termination feesA credit of $for a free month of service has been applied to his account as of September 19, Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 6, 2015/09/08) */ Thank you for bringing Mrs [redacted] ' complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Mrs [redacted] contacted ViaSat's customer service department on July 24, to discuss her account and the process for reconnecting it as the account was disconnected in errorDuring her conversation with ViaSat's customer service representative, Mrs [redacted] was advised that a request would be made to ensure that the early termination fees were waived, and that the account would be reconnectedOn July 24, the account was successfully reconnected On September 3, Mrs [redacted] contacted ViaSat's customer service department once again to discuss the charge of $to her account on September 1, During her conversation with ViaSat's customer service representative, Mrs [redacted] was advised that a refund of $would be issued to the payment method on file and should be received by her in three to five business daysOn September 4, Mrs [redacted] was issued a refund of $to her payment method on fileAs Monday, September 7, was a holiday, Mrs [redacted] should receive this refund by September 11, If Mrs [redacted] has any overdraft fees associated with this charge, please have her submit a rolling bank statement to ViaSat's customer service department to confirm the chargesOnce this has been confirmed, a refund for the overdraft fees charged because of the $charge on September 1, will be issuedMrs [redacted] may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because it took them so long to credit my bank account I incurred over in overdraft fee from my bank that VIASAT will not payI have faxed my bank statement times and emailed it timesEverytime I call or do the online chat they can't find it even though they sent an email stating they got itSo the 1st time I emailed it and did the online chat to make sure they had gotten it (I can't call anymore because I am on the phone over minutes waiting to speak to a rep and then on the phone with them for over an hour while "corporate" is looking for the email) she said to send a statement that was from the day the debit was made on my account to the day it was credited back including the running balanceI told her that I would be possibly incurring more overdraft fees because of the initial overdraft fee and she told me that they would only cover what occurred from they date they took the money to the day the credited the moneyShe said to send a statement showing those datesI did that and now first they told me they couldn't find the email or faxes to resend itNow they are saying the statement I sent isn't right that I need to send a statement from 8/to 9/When I told the rep I sent what was requested all she would say is sorry and they can't find the email I sent to resend itI think they are going to jack me around until I just give up on trying to get the $back on over draft feesI have done everything they have requested and they will NOT give me my money backI have also had to pay to fax the statement because the first times I called to see if they got it and guess what they didn't no one bothered to give me an email address to send itFinally on the call they gave me the email address but it still takes them over an hour to find itI am done sending them email and faxes they "don't" get and can't findI will be contacting my bank regarding fraud and what steps I need to take next Final Consumer Response / [redacted] (4200, 13, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I faxed my bank statement times and each time was told they did not receive itFinally I emailed the statementNot once did they call and tell me to send a different statementI was always the one who had to call in and wait on hold for plus minutes while the rep contacted corporate then only to be told the statement I sent wasn't the kind they wantedThe rep gave me a date range that they wanted included on the statement so I sent the exact date range and assumed the issue would be dealt withAgain I didn't get a call stating that they wanted yet another statement with different datesI had to call in after not receiving the refundNot once have a received a call from this company to apologize for all the issues caused by their mistakeInstead I get "I understand you are frustrated Ms [redacted] " from the reps I have had to deal withThe only apology I have gotten was the above response which is not an apology, it is VIASAT trying to save face Final Business Response / [redacted] (4000, 15, 2015/10/07) */ Again, ViaSat apologizes for the confusion Ms [redacted] experiencedAs she contacted Customer Service directly, she was issued a direct refund of $to the payment method on file on September 24, ViaSat believes given this information that the complaint has been resolvedThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionViaSat apologizes 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 Ms [redacted] on August 1, and available at exede.com/legalViaSat apologizes if Ms [redacted] feels these points were not communicated to her satisfactionViaSat records all calls for quality assurance purposesViaSat was able to pull the sales call and listenDuring the sales call the agent did discuss the Data Allowance Policy with Ms [redacted] and went over packages that would best suit her needs; however, the sales agent did not cover the year agreementIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the accountMs [redacted] will still be responsible for sending back the equipment using the prepaid shipping label and box provided by ViaSat through UPSThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dear ViaSat, I appreciate the respond from the company; unfortunately, the sales representative wasn't too informative with the saleI'm glad the company was able to waive the fees Have a great day, Mrs. [redacted] Final Consumer Response / [redacted] (3000, 13, 2015/09/15) */ A piece from the satellite dish I did agree with the company to return the equipment, however, the company is requesting a piece of the dish back, which the technician put that dish plus high on my property I want the business to come and take off the dish off my propertyFirst the sales rep failed to tell me all the details and agreement of the contract, however, I had no knowledge that I was under contract for plus years The technician put the dish over feet high and it's very hard for me to get up on my houseWhat type of customer service this company is offering to their customers? I called excede on 9/11/15, to please have a technician remove their equipment from my house the same way they come to my house to install the service, per the rep he stated I only have to options either pay their technician to come out or pay the company 125, per the rep either or I not going to benefit I want this dish off my HOUSE! I don't want their equipment I just want to return it ASAP and NEVER do business with this companyPlease have this issue resolve ASAP! This is my property and I want their equipment off my house! I don't want to cause any problems, I just want that dish out! $ Final Business Response / [redacted] (4000, 18, 2015/09/16) */ Thank you for bringing Ms [redacted] 's response to ViaSat's attentionViaSat understands that Ms [redacted] is unable to return the tria which is the piece off of the dishViaSat requires both the modem and the tria be returned in order to avoid any future charges to the accountIn order to arrive at a resolution ViaSat will waive the charge of the tria so that Ms [redacted] does not have to return that piecesMs [redacted] will still be responsible for returning the modemViaSat will not be sending a technician to the home to remove the dish, should Ms [redacted] wish to have the dish removed she will need to pay for those servicesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedMr [redacted] contacted ViaSat on December 9, to request the disconnection of his ViaSat account as he was moving and no longer need the services at his new locationAs Mr [redacted] 24-month Customer Agreement expired on July 4, 2015, the ViaSat representative informed him that he would not be responsible for any early termination feesHowever, on December 8, 2015, ViaSat attempted to collect Mr [redacted] monthly service plan fee, but it failedPer the 24-Month Customer Agreement signed by Mr [redacted] on July 4, 2013, and as his account was active at the time of collection, he would be responsible for the balance owedMr [redacted] contacted ViaSat’s customer service on February 10, to discuss the balance of $which had been sent to ViaSat’s outside collections agency EOS on February 2, During his conversation, Mr [redacted] was incorrectly informed that his account balance was zero and he did not owe the balance in the outside collections agencyGiven this information and to come to a resolution, ViaSat will agree to remove this balance from the collections processShould Mr [redacted] have any questions regarding this process please have him contact ViaSat 24-hr customer service department at 855-463-Thank you for the opportunity to respond