ViaSat

Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain gaming limitations Each of these points is also addressed in the Customer Agreement signed by Ms [redacted] on February 8, and available at exede.com/legal It is the subscriber's responsibility to read the Customer Agreement before signing it We apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat records all calls for quality assurance purposes and was able to listen to Ms***'s sales callViaSat has determined that the sales agent followed and read the correct disclosures to Ms [redacted] regarding the equipment lease fees and requirementsMs [redacted] is leasing the equipment and would have only had to purchase her own router which would allow the system to be wirelessViaSat understands that Ms [redacted] feels the service is not going to meet her needs or expectations so in order to arrive at a resolution ViaSat is willing to waive half of the early termination fees from the accountCurrently Ms [redacted] has months remaining on her contract and at $for each remaining month that is $in early termination fees should she decide to disconnectViaSat will credit $leaving Ms [redacted] responsible for the other $Ms [redacted] will also be responsible for sending back the leased equipment using a prepaid shipping label and box provided by ViaSat once the account is disconnectedMs [redacted] can contact customer service at XXX-XXX-XXXX and reference ticket number XXXXXXXXThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention.? Each customer has access to Viasat’s Customer Agreement at exede.com/legal.? 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 MsSeon [redacted] electronic signature on the Customer Agreement dated February 14, 2017.The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.? Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On April 12, 2018, Ms [redacted] contacted Viasat to state that she was moving, and would like to disconnect her servicesShe declined an offer to move and reconnect her Viasat servicesA Viasat representative read disconnection disclosures to Ms [redacted] , including information about her early termination feesMs [redacted] stated that she believed she had signed a one year contract, and was advised that Viasat does not offer one year contractsShe was also advised to contact her Viasat authorized dealer in regards to paying at installation, as Viasat had not charged that amount to herMs [redacted] chose to proceed with her disconnection, and it was processed the same day.? On April 16, 2018, Ms [redacted] was charged $for early termination feesViasat was successful in taking her payment for the amount the same day.? In resolution to this complaint, Viasat will agree to refund half of the early termination fees in an offer of goodwill in the amount of $This refund was processed on April 20, 2018, and will take three to five business days to be seen.If Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.? Thank you for the opportunity to respond.?

I apologize for sending this response as it is clearly not for Mr [redacted] ' complaintPlease see the following response below:? ? Thank you for bringing Mr [redacted] ’ complaint to our attention.? The Customer Agreement, signed by Mr [redacted] on November 8, 2017, 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 UPS box, free return shipping label, and illustrated instructions that is delivered to their home address within a week after disconnecting? Our records show that Mr [redacted] disconnected his services on February 8, 2018, at which time he was informed of the disconnection disclosures, including the return of the equipmentViasat was informed on March 6, that Mr [redacted] had returned the modem, but not the transceiver.? Due to an error, Mr [redacted] was charged twice for the unreturned transceiver in the total amount of $on March 12, We apologize for any frustration this may have caused him to experience? Mr [redacted] called Viasat multiple times the same day regarding the chargeDuring these conversations, it was confirmed that he had returned the modem and had been erroneously charged twice for the unreturned transceiverThe Viasat representative advised Mr [redacted] that a refund request for $had been submitted, and that it would take up to to business days to be processed back to his payment method on file if the refund was approvedOur records show that a refund of $was processed on March 14, back to Mr [redacted] ’ payment method on file.? We apologize for any frustration Mr [redacted] may have experienced.? We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr [redacted] ’ complaint.? Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ Thank you for bringing Ms [redacted] complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] is receiving Exede GB plan at $49.99, plus applicable taxes and a $monthly equipment lease feeThis service plan provides a GB monthly data allowance per month; as well as download speeds up to Mbps and upload speeds up to Mbps Ms [redacted] contacted ViaSat on March 19, because the data allowance of her service plan was not meeting her needs, and believe that she was to be receiving 20GBs of usage for the first six months of servicesDuring this conversation, the ViaSat representative advised Ms [redacted] of the other service plans available to her, and offered to transition her to ViaSat's Exede GB service plan with a monthly discount of $off of his bill per month for monthsMs [redacted] declined the offer On April 16, Ms [redacted] spoke with ViaSat's customer service representative, and again, requested that she receive an additional 10GB of usage for six monthsGiven the information ViaSat's customer service representative had, they did not agree to add any additional usage as the promotion was not applied at the time of sale ViaSat apologizes for any confusion this situation may have causedAs a gesture of good faith, and to resolve the complaint, ViaSat will agree to apply 10GBs of usage to Ms [redacted] account for monthsPlease have her contact ViaSat's customer service department and reference ticket [redacted] which outlines the agreementThe 10GBs of usage shall be applied to Ms [redacted] account for six months at no charge to herTo date, Ms [redacted] has used GB of the 10GB allotmentHer usage will reset on June 12, After this date, please have Ms [redacted] contact customer care to have the additional GBs applied to her account Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I signed up for this service I was told I was to be getting 20gb per month for yearsIf I was only going to be getting 10gb per month, I would have never signed up If my notes were truly looked into, Viasat would see that I originally called because I was promised 20gb per month for two years and was not given that on my accountThis is a breech of contract in my bookUpon being told several times "this is DirecTv's issue not ours", I decided to go a step furtherAfter many calls with DirecTv and Viasat on the same line, it was discovered that you never had that promotionWhy was I offered that from your end? I never made up the fact that I was offered that, I don't have the time and energy After taking up my issue with Viasat corporate office twice and nothing being taken care of, I want to cancelI have been at this since MarchSpending my days off on the phone for hours with Viasat, I am done This has never been about money, I wanted what I was promisedIt was that easyI will push this issue until you cover my cancellation fee Thank you and have a great day! [redacted] Final Business Response / [redacted] (4000, 13, 2015/06/22) */ In order to bring this complaint to a resolution ViaSat will disconnect Ms [redacted] account and with waiver of the early termination feesHowever, Ms [redacted] is responsible for the current balance owed of $and 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 pre-paid 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 returnThe disconnection of Ms [redacted] account will occur on June 26, Thank you Final Consumer Response / [redacted] (2000, 15, 2015/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very muchI made a payment on the account yesterday (June 22, 2015) and I will be sure to send back the equipment Thank you once again

? Thank you for your responseWe will agree to disagree with your company qualified responsesWe know what we were fraudulently and misinformation was told by the Excede sales repsWe were told AT Any time we could upgrade to the Gold package after a trial with the silver package and that our monthly lease charges covered and parts and labor for equipment..We will report to our attorney general in Virginia our claim and will not whatever fees you claim we owe cause the companies failure to uphold your options that was expressed to us by your rep Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionPer the Customer Agreement signed by Ms [redacted] on January 5, it states, “You acknowledge Internet Service speeds are “up to,” are not guaranteed and will vary.” Additionally, ViaSat does not support any third party hardware connected to the ViaSat equipmentOn August 31, 2016, Ms [redacted] contacted ViaSat to discuss the connectivity of her servicesDuring this conversation, the ViaSat representative advised Ms [redacted] that she may need a service callUpon further troubleshooting steps with Ms [redacted] the ViaSat representative informed her that the connection issues appear to be due to the extender she was using with her servicesThe representative informed Ms [redacted] that they could disable their on the modem and then should be able to use the extender with no problemOn September 6, 2016, Ms [redacted] contacted ViaSat again regarding the disconnection of her ViaSat accountDuring this conversation, the representative offered to credit her account $per month for twelve months, Ms [redacted] accepted this offer and her account remained activeViaSat did not receive contact from Ms [redacted] regarding connectivity issues again until September 20, During this call, Ms [redacted] was educated that there was an outage affecting her servicesHowever, upon further review of her account, the ViaSat representative advised that a service was required and a service call was scheduledThe service call is scheduled for September 23, Upon completion of this service call, if Ms [redacted] ’s service issues are not resolved, as they are directly related to her ViaSat equipment, ViaSat will agree to disconnect her account with waiver of the early termination feesMs [redacted] will need to contact ViaSat’s 24-Hour customer service at ###-###-#### and reference ticket [redacted] Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention.Our records show Mr [redacted] is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.The Customer Agreement, signed by Ms [redacted] on December 28, and available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.The Customer Agreement provided to each new customer commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Our records indicate that Mr [redacted] contacted Viasat on February 26, in regards to being unable to use his OnDemand feature of his DirecTV serviceA Viasat representative assisted Mr [redacted] in reviewing his Viasat services for any issues, of which there were noneA speed test revealed that Mr [redacted] was receiving plans well within the range of his planThe Viasat representative advised Mr [redacted] that the plan he was on was not optimized for streaming on large screens in HD and offered Mr [redacted] the option to transition to a plan that better suited his needsMr [redacted] declined all optionsOn March 22, 2018, a member of Viasat’s Corporate Resolution Team (CRT) contacted Mr [redacted] in regards to a complaint about his servicesHe was unavailable, and a message was leftLater that same day, Mr [redacted] contacted the CRT, who correctly advised Mr [redacted] that his internet had been experiencing slower speeds due to meeting the data thresholdMr [redacted] requested information about breaking his contract with Viasat due to his Viasat services not working in conjunction with his DirecTV servicesThe CRT member correctly advised Mr [redacted] that since there was no issue with the Viasat services, any early termination fees would be valid.In resolution to this complaint, and in an offer of goodwill, Viasat will agree to waive half of the early termination fees should Mr [redacted] choose to disconnectIf Mr [redacted] would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no [redacted] Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention The Customer Agreement 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 termThe 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 February 2, Our records show Ms [redacted] called to disconnect service on February 3, 2018, at which time she was reminded of the Customer Agreement and the early termination feesThe Viasat representative reviewed the disconnection disclosures before processing the request On February 4, 2018, Ms [redacted] was charged $in early termination fees, but the payment failed As resolution to this complaint and in consideration of Ms [redacted] short term as a Viasat subscriber, Viasat has waived the balance due of $in full as of February 5, Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have 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 on the customer agreement signed by Ms [redacted] on November 25, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionMs [redacted] was receiving ViaSat’s Liberty service planWith this plan Ms [redacted] will receive GB of priority data allowance and she will receive speeds up to Mbps download and Mbps uploadOnce the priority data is consumed the account will go into a Liberty Pass and slow the speeds to 1-Mbps download and Mbps uploadWhen Ms [redacted] was calling in with her connectivity issues she was in the Liberty pass and was receiving the slower speedsViaSat does record all calls for quality assurance purposes and was able to locate the call dated December 28, at 7:30PM when Ms [redacted] called in concerning her billing and automatic paymentsAt that time the customer care agent tried to assist Ms [redacted] with her issues; however, Ms [redacted] started using abusive, harassing and threatening languageMs [redacted] was warned times before the call was disconnectedOn January 21, Ms [redacted] decided to disconnect the account and at that time Ms [redacted] was advised of the early termination feesIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account and have Ms [redacted] ’s account pulled from collectionsThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’ complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat The Customer Agreement, signed by Ms [redacted] on December 9, and also available at [redacted] , 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 $a month per each remaining month in a customer’s 24-month minimum service term, and is collected in a lump sum on the customer’s next bill cycle date following disconnection The Customer Agreement also 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 fees Our records show Ms [redacted] was receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe 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 ViaSat received a call from Ms [redacted] on January 19, because she was experiencing a connectivity issueDuring this conversation, Ms [redacted] was advised that she had exceeded her monthly priority data and was receiving Liberty Pass speedsShe was also informed that network congestion in her area was impacting her services, further slowing her speedsMs [redacted] requested to have her service plan transitioned from the Liberty GB plan to the Liberty GB planThis was processed accordingly, with Ms [redacted] being advised of all pertinent disclosures On February 5, 2016, Ms [redacted] called to disconnect her account because she was unhappy with the serviceAt this time, the ViaSat representative offered Ms [redacted] a retention discount of 50% off her bill for three months, but Ms [redacted] declinedThe ViaSat representative reminded Ms [redacted] of her signed Customer Agreement and the applicable early termination fees, which Ms [redacted] acknowledged; they also advised Ms [redacted] that the early termination fees would be withdrawn from her account in one lump sumMs [redacted] chose not to disconnect at that time because she wanted to discuss her funds with her bank ViaSat received a second call from Ms [redacted] the same day, at which time she once again requested disconnection, at which time she was reminded of the early termination feesHowever, when the ViaSAt representative offered her a 50% discount off her next three bills, Ms [redacted] acceptedUnfortunately, the ViaSat representative did not take into account that Ms [redacted] had transitioned her service plan and quoted her the wrong priceThe representative also failed to properly escalate the request so it would be applied to Ms***’ accountWe apologize for any frustration this may have caused Ms [redacted] to experience On February 12, 2016, ViaSat collected a successful payment of $from Ms [redacted] for her monthly service fees, including prorated fees based on the date of her service plan transitionOn March 12, 2016, ViaSat charged another monthly service fee in the amount of $110.73, but the payment failed Ms [redacted] called ViaSat on March 14, to confirm that she was receiving the 50% off discount on her billAt this time, the ViaSat representative incorrectly advised that she would receive the discount on her April, May, and June billsMs [redacted] made a one-time payment for the balance due of $on March 17, 2016, which was successfully collected by ViaSat on March 18, ViaSat collected a monthly service payment of $on April 12, Ms [redacted] called the same day regarding the discount she was supposed to be receiving for three monthsAt this time, it was determined that no discount had been placed on Ms***’ account, and a refund request for $was escalated for three months of $49.99, which should have been reduced from Ms***’ bill for three monthsThis refund was issued to Ms***’ payment method on April 13, On May 12, 2016, ViaSat charged Ms [redacted] $for monthly service, but the payment failedMs***’ account was subsequently suspended for nonpayment of service on May 15, Ms [redacted] called ViaSat on May 16, to disconnect her account because she had not received her discountAt this time, the ViaSat representative reminded Ms [redacted] that she had received a refund for the errorAs Ms [redacted] still wanted to disconnect, the ViaSat representative reminded her of her signed Customer Agreement, early termination fees, unpaid balance of $110.73, and the leased equipment return requirements before processing her request ViaSat received Ms***’ modem and transceiver on June 4, On June 16, 2016, ViaSat successfully collected a payment of $for her early termination fees ($269.00) and the unpaid monthly service fees ($110.73) Ms [redacted] called ViaSat on July 5, regarding the payment and to request a refund of half of the charge of $379.73, at which time she was advised that the charge was valid and would not be refundedShe was also advised at this time that the charge of $was for unpaid monthly service fees and the early termination feesThis information was reiterated to her on August 11, In order to resolve this complaint, ViaSat will issue a refund of $for May’s monthly servicesThis refund has been issued to her payment method as of August 15, 2016, and it make take her three to five business days to see it deposited into her account We apologize for any frustration or confusion Ms [redacted] may have experiencedThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 4, 2015/12/11) */ Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion this situation may have caused Ms [redacted] contacted ViaSat's customer service department on November 18, regarding the disconnection of her ViaSat account and the bill she had since received for $ViaSat's representative advised Ms [redacted] that this charge (which failed) was due for the early termination feesDuring her conversation with this representative, Ms [redacted] was advised that a request would be summited to have the early termination fees of $waived However, due to a system error this credit was not applied to Ms***'s accountSubsequently, Ms***'s ViaSat account was sent to our outside collections agency EOS on November 23, due to nonpayment In order to bring resolution to this complaint ViaSat will agree to remove Ms***'s account from the collections process and waive the fee of $Should Ms [redacted] have any issues or additional questions, she may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket number XXXXXXXX Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) If they do clear my account,I am satisfiedHowever, I will keep a copy and stay on top of itThis company says one thing but does anotherDo you want me to let you know when it is cleared?

Complaint: [redacted] I am rejecting this response because: I do not feel we should pay over dollars for service that we never had Sincerely, [redacted]

Thank you for bringing Ms [redacted] complaint to our attention.The Customer Agreement, signed by Mr [redacted] on June 1, and available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.Our records show Ms [redacted] purchased Viasat’s Unlimited Bronze service plan through an authorized Viasat Dealer.? All 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 Ms [redacted] at the point of sale.Our records show Ms [redacted] is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360pDue to the fact that Ms [redacted] ordered the service during a promotional period, she is also receiving the following discounts: $off for the first three months of service and a $credit for the EasyCare service for the first three months of service.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 also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.? Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On June 2, 2018, Ms [redacted] contacted Viasat in regards to experiencing intermittent connectivityA Viasat representative assisted Ms [redacted] in troubleshooting the services, and determined that a service call was needed as the modem was offline and would not connect.? On that same day, Mr [redacted] contacted Viasat due to experiencing no connectivity with the Viasat serviceHe was advised that there was an outage in effect that was being investigated.On June 5, 2018, Ms [redacted] contacted Viasat in regards to the strength of her internet signalAt the time, the requested service call was still pending completionA Viasat representative escalated an urgent order notification for the technician and requested that Ms [redacted] allow Viasat the opportunity to resolve the issue before disconnectingMs [redacted] agreed.On June 14, 2018, Ms [redacted] contacted Viasat in regards to her internet servicesShe stated that the service was not working for streaming movies on her televisionA Viasat representative advised her that the service plan that Ms [redacted] was on was recommended for small screen viewing and offered Ms [redacted] a transition to a plan that might better suit her needsMs [redacted] declined the offer.On June 25, 2018, Ms [redacted] contacted Viasat in regards to her internet servicesShe stated that she was experiencing issues with buffering while attempting to streamMs [redacted] was advised by a Viasat representative that she might be affected by network congestion, something that Viasat is actively working to reduce for our customersThe Viasat representative offered to troubleshoot Ms [redacted] service, however she was not on site to complete the troubleshooting.? In resolution to this complaint, and in recognition of Ms [redacted] short time as a Viasat customer, Viasat will agree to waive Ms [redacted] full early termination fees should she choose to disconnectIf Ms [redacted] would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no [redacted] .Thank you for 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, provided to each new customer and signed by Mr [redacted] on February 4, 2016, commits customers to a 24-month minimum service term for the Exede Internet service and a 6-month minimum service term for the Exede Voice serviceEarly termination fees will apply if either service is canceled prior to the expiration of the minimum service termsCustomers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term Our records show Mr [redacted] called ViaSat on February 10, regarding a monthly service fee of $charged by ViaSat on February 8, During this conversation, the ViaSat representative explained to Mr [redacted] that ViaSat billed in advance and that his bill cycle date was based on his service installationViaSat’s billing periods occur every fourth day within a monthAs Mr [redacted] account had been installed on February 4, 2016, his bill cycle date was automatically scheduled for the 8th of each monthWhen Mr [redacted] informed the representative that he had been unaware of ViaSat’s billing processes, the representative offered him a credit of $towards his internet service planMr [redacted] accepted Per his request, the ViaSat representative advised Mr [redacted] of his Exede Internet and Exede Voice early termination feesWhen Mr [redacted] asked if he could keep the Exede Voice service and cancel the Internet service, he was correctly advised that he could notViaSat’s Exede Voice service is only compatible with ViaSat’s Exede Internet serviceMr [redacted] disputed the early termination fees associated with the Exede Voice service and advised he would be calling back the next day to disconnect all servicesAt no point did the ViaSat representative offer to call Mr [redacted] back to disconnect his account ViaSat did not hear back from Mr [redacted] until August 1, Because his account was still active, Mr [redacted] was charged each month for monthly service fees for his Exede Internet and Voice servicesDuring the August 1, conversation, Mr [redacted] account was disconnected, per his request, and a supervisor applied a credit of $to waive his early termination fees as a gesture of goodwill as Mr [redacted] had not been using the service Unfortunately, because this waiver for the early termination fees was not correctly escalated, the credit was rejected upon the disconnection of Mr [redacted] accountSubsequently, on August 8, 2016, ViaSat collected a payment of $from Mr [redacted] for his early termination fees Mr [redacted] called regarding the early termination fees on August 9, 2016, at which time a refund ticket was createdAs the early termination fees were considered valid, the request was rejected on August 11, Mr [redacted] was advised of this on September 1, 2016, and his request was escalated to ViaSat’s Corporate Resolution Team for review and approval The same day, ViaSat’s Consumer Affairs Team received an email from Mr [redacted] regarding his concernsIn response, the early termination fees of $were refunded to Mr [redacted] payment method the same dayMr [redacted] was advised of this via emailMr [redacted] will see this amount deposited into his bank account within three to five business days from the issue date 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] complaintThank you for the opportunity to respond

In ViaSat’s previously reply we informed [redacted] that the duplicate payment made on June 12, was failed by her bankViaSat received the following message back from her bank when trying to process the payment, “Customer Advises Not Authorized,” and subsequently the additional payment of $failed on July 1, As such, when the payment was made on June 12, 2016, for $and the bill generated was for $111.48, this left a balance owed on her account for $=On July 8, 2016, [redacted] regular ViaSat monthly bill cycled and she had a balance owed of $When [redacted] made the onetime payment of $on July 12, 2016, this brought her account balance to zeroUnless [redacted] can provide a rolling bank statement not blacked out, showing the failed payment cleared and was not reimbursed back to her as she previously stated and per the information provided by the bank, ViaSat is unwilling to refund [redacted] any chargesAgain, as stated, the payment collected on July 12, was for the monthly charges for her July statement [redacted] may contact ViaSat's Consumer Affairs at [redacted] to discuss this matter furtherThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Thank you for bringing Mr***'s account to ViaSat's attentionWe apologize for any confusion or frustration this situation [redacted] have caused Mr [redacted] had a ViaSat account (XXXXXXXXX) established on June 28, 2014; however, a new account (XXXXXXXXX) was established on October 27, 2014, and the initial account was not disconnectedTherefore, Mr [redacted] was charged for both active accounts from October 27, until the first account (XXXXXXXXX) was disconnected on July 30, On July 30, Mr [redacted] contacted ViaSat's customer service department to discuss this issue with a ViaSat representativeDuring his conversation with the customer service representative, Mr [redacted] was advised that the payment method on file had already been removed, and that refund request would be submitted for the duplicate chargesMr***'s payment method on file was removed from the account (XXXXXXXXX) on July 8, 2015, per his request Mr [redacted] was issued a refund of $to the payment method on file (XXXXXXXXX) on August 10, The refund of $was for the nine duplicate payments collected between the two active accountsMr [redacted] should expect the refund in three to five business daysShould he not receive the refund within this time frame, please advise As Mr***'s duplicate account has since been disconnected ViaSat believes there is no further action requiredViaSat does not agree to disconnect the account with waiver of the early termination fees as we were unaware of any issues related to this until July If Mr [redacted] wishes to move forward with the disconnection of his ViaSat account he will be responsible for half of the early termination fees of approximately $210.00, not including applicable taxesMr [redacted] contact ViaSat's customer service department at X-XXX-XXX-XXXX and reference ticket XXXXXXXX Again, we apologize for any confusion or frustration this situation [redacted] have causedThank you for 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 The Customer Agreement, signed by Ms [redacted] on August 18, and available at exede.com/legal, advises that customers are responsible for returning ViaSat’s modem and transceiver within days after they terminate serviceFailure to return this equipment within the allotted timeframe will result in an unreturned equipment fee of $300.00, not including taxesCustomers are advised of this when they call ViaSat to disconnectViaSat supplies customers with a prepaid UPS box and illustrated instructions for the return of the equipment within a week after the disconnectionThis box is delivered to either the address on file or a valid mailing address provided by the customer Our records show Ms [redacted] called ViaSat on September 14, to disconnect her account because she had movedDuring this conversation, Ms [redacted] advised that she would need a technician to take down the transceiver on her behalf because she was no longer at the locationDue to an error, Ms [redacted] ’s service call was not ordered as requestedWe apologize for any frustration this may have caused her to experienceMs [redacted] ’s account was disconnected the same day ViaSat charged Ms [redacted] $in unreturned equipment fees on October 20, 2015, but the payment failedMs [redacted] called ViaSat about the balance due on October 30, During this conversation, she advised that she had never received the prepaid UPS box, and that she would be unable to return the transceiver because she had movedMs [redacted] was advised that the charge for the unreturned transceiver would be waived, but the balance due for the modem would remain until the piece was returnedUnfortunately, the representative failed to waive the taxes associated with the unreturned transceiver ($10.12) On November 2, 2015, Ms [redacted] ’s account was sent to outside collections for the remaining balance due of $for the unreturned modem and the taxes associated with the unreturned transceiverViaSat’s modem was returned on November 12, 2015; subsequently, a total of $was waived from the collections balance on November 30, In order to resolve this complaint, ViaSat will have the remaining $removed from collections and waived in fullThis request has been escalated as of March 10, We apologize for any frustration Ms [redacted] may have experiencedThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAfter further review of the complaint filed by Mr [redacted] , ViaSat shows that Mr [redacted] was originally installed by [redacted] This is when the dish was installed on the roof and should have been placed on the poleWhen ViaSat sa new service call to have the dish moved to a pole it was sent to a new company by the name of [redacted] and they are now asking for a payment to do the pole mountViaSat has contacted [redacted] and [redacted] and will make sure that Mr [redacted] is contacted and scheduled to have the dish moved to a pole at no charge to himViaSat has already compensated Mr [redacted] free months of service with each credit being valued at $49.99; in addition ViaSat will add another free month of service valued at $ViaSat feels this adequately addresses Mr [redacted] 's concernsThank you for allowing ViaSat the opportunity to respond

Thank you for bringing [redacted] rebuttal to our attention In order to resolve this issue, ViaSat will provide MsProvencal with GB of free additional dataThis will be our final resolution on this matter Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ Thank you for bringing Mrs [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused The Customer Agreement signed by Mrs [redacted] on October 28, states that monthly fees are payable in advanceCustomers are also made aware of this at the time of the saleRegarding the charge to Mrs [redacted] 's credit card, ViaSat collected an advanced payment for the monthly of service on August 1, On August 1, Mrs [redacted] made contact with ViaSat's Customer Service Department to request the disconnection of her ViaSat account, and was advised of the disconnection disclosures at this time Mrs [redacted] first made contact with ViaSat's Customer Service Department to discuss the refund of $on September 3, During her conversation with ViaSat's customer service representative, Mrs [redacted] was advised that the request for the refund had not been entered; however, that they would submit the refund and she would receive in within seven to fourteen business daysHowever, on September 8, when Mrs [redacted] made contacted with ViaSat's Customer Service Department received she was advised that the previous representative's request was denied Nevertheless, on September 10, Mrs [redacted] 's ViaSat account was refunded $to the payment method on fileThis refund should be received within three to five business daysShould Mrs [redacted] not see the refund within this time frame, please have her contact ViaSat's Customer Service Department at XXX-XXX-XXXXAdditionally, Mrs [redacted] 's payment method on file will be removed on September 17, once ViaSat has confirmed the refund has been received by Mrs [redacted] We apologize for any confusion this situation may have caused, and thank you for the opportunity to respond