ViaSat

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedWhen Mr [redacted] had his service moved in May of as a one-time move he agreed to a new month minimum service term commitment which is what makes the move freeWe apologize if Mr [redacted] feels this was not communicated to his satisfactionMr [redacted] called ViaSat on May 5, to have the services cancelled and at that time Mr [redacted] was advised that he was still in a contractIn order to arrive at a resolution ViaSat has agreed to waive the remainder of the contract so that Mr [redacted] has a $balanceMr [redacted] will want to make sure he returns the equipment using the prepaid label and box supplied by ViaSatThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are advised of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Mr [redacted] on January 12, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionMr [redacted] called on January 14, to disconnect the account as it was not going to meet his needs or expectationsIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account due to the length of serviceMr [redacted] will be responsible for using the return label and box to ship back the equipmentThank 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 20, 2012, 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 within a week after disconnectionThis equipment return kit is delivered to the shipping address on file, or an alternate address at the request of the customer Our records show Mr [redacted] called ViaSat on October 15, to disconnect his account because he was moving, at which time he was reminded of the equipment return requirementsPer Mr [redacted] request, his shipping address was updated so the equipment could be sent to a different location; however, review of his account shows that the address field was input incorrectly, causing the shipment to be returned to senderWe apologize for any frustration this may have caused Mr [redacted] to experience On November 16, 2016, ViaSat received notice that Mr [redacted] equipment had not been returned; subsequently, ViaSat collected a payment of $in unreturned equipment fees from Mr [redacted] on November 24, Mr [redacted] contacted ViaSat on November 28, regarding the charge, at which time he advised he had not received the original equipment return kitDuring this conversation, the ViaSat representative updated Mr [redacted] shipping address and escalated a request to have a second box sent to himMr [redacted] was advised that he would be refunded for the unreturned equipment fees upon the return of the equipmentPrior to this interaction, ViaSat had not received any contact from Mr [redacted] advising that he had not received this shipment On November 29, 2016, ViaSat received an email from Mr [redacted] regarding the unreturned equipment feeIn response, a member of ViaSat’s Corporate Resolution Team (CRT) reached out to Mr [redacted] to discuss his concernsDuring this conversation, Mr [redacted] requested that a technician go out to his new location to retrieve the equipment, at which time he was correctly informed that a technician could be sent out, but that they would only uninstall the transceiver from the satellite dish Mr [redacted] had taken with himIt was also explained to Mr [redacted] that he would still be responsible for returning the equipment via the UPS box; however, as a gesture of goodwill, the CRT representative ordered a free service call for Mr***At this time, the CRT representative determined that there was an issue with the shipping address associated with the second equipment return kit, and escalated a request to have it updated As resolution to this complaint ViaSat will refund Mr [redacted] the unreturned equipment fees of $in fullMr [redacted] is still responsible for returning ViaSat’s modem and transceiver via the UPS being delivered to him Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat shows that Ms [redacted] was installed on December 31, We apologize for any install/scheduling issues that Ms [redacted] experiencedMs [redacted] was advised that she would receive a credit for the first month and this credit was added to the account, unfortunately it did not hit the account until after the bill posted which is why Ms [redacted] was chargedIn order to arrive at a resolution ViaSat has issued Ms [redacted] a refund of $back to her payment method on January 1, and she should see that refund within 3-business days, along with that refund ViaSat has placed another credit of $to the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat Our records show Ms [redacted] called ViaSat on November 27, because she was experiencing a connectivity issue, at which time the ViaSat representative attempted to guide her through troubleshootingAs the issue persisted, the ViaSat representative advised that a service call would be necessary to resolve Ms***'s issues; however, Ms [redacted] declined because she did not want to pay the $service call fee ViaSat received another call from Ms [redacted] on December 2, 2015, at which time she requested the disconnection of her account due to her connectivity issuesDuring this conversation, the ViaSat representative offered Ms [redacted] a discount of $off per month for months if she would keep the serviceMs [redacted] accepted, and performed troubleshooting with the ViaSat representativeMs***'s services were restored when her modem was rebooted Ms [redacted] called back on December 5, because her services were out again, at which time a free service call was orderedAs Ms [redacted] had ordered service through a local ViaSat dealer in her area, she was informed to contact that business for scheduling and provided with the phone number ViaSat had on file for the businessMs [redacted] called a second time the same day to ask for an alternate number as the one she'd been given was out of serviceA $goodwill credit was applied to Ms***'s account for the inconvenience On December 6, 2015, Ms [redacted] called to advise that both of the dealer's phone numbers were out of service, at which time a sales channel change request was escalated on her account to switch her to ViaSat's fulfillment networkMs [redacted] was also provided with a $downtime for the creditThe sales channel change was completed on December 8, Ms [redacted] called ViaSat on December 7, to disconnect her account, and requested for her early termination fees to be waived due to her connectivity issuesOn this date, she was incorrectly advised that a technician would be out to her home on December 10, We apologize for any frustration this may have caused Ms [redacted] to experienceDuring a later conversation with a ViaSat supervisor on the same day, Ms [redacted] was reminded of the goodwill credits that ViaSat had placed on her account and offered another free service callWhen Ms [redacted] declined, she was advised that unless ViaSat's fulfillment network was given the opportunity to resolve her issues, her early termination fees would be valid On December 10, 2015, Ms [redacted] called once again to request the disconnection of her accountAt this time, the ViaSat representative reminded Ms [redacted] of the sales channel change that had been processed on her account, and advised that a new service call order would need to be ordered so a technician could go outMs [redacted] declined the new service callWhen Ms [redacted] advised that someone was supposed to be out that very day, she was advised that there was no service call scheduled and no notes on the previous work order regarding a December 10, appointmentThe ViaSat representative reminded Ms [redacted] of her signed Customer Agreement and advised that the early termination fees would not be waivedMs [redacted] ended the call On December 21, 2015, Ms***'s account was disconnected, per her request The Customer Agreement provided to each new subscriber, signed by [redacted] ***, the account holder, On December 3, and also available at exede.com/legal, states ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term As Ms [redacted] did not provide ViaSat with the full opportunity to resolve her connectivity issues, ViaSat does not agree to waive her early termination fees in fullHowever, in order to resolve this complaint, ViaSat will waive half of the charge, leaving Ms [redacted] responsible for approximately $in early termination fees Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ' complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] called ViaSat on December 7, to discuss the issues with her servicesDuring her conversation with ViaSat's customer service representative, troubleshooting steps were performed with ViaSat's Network Operations Center, and the representativeSpeed tests were performed and Ms [redacted] was receiving 8.60mbps download and 4.72mbps uploadAdditionally, ViaSat's representative advised Ms [redacted] that a service call was not needed and that no credits could be applied to her account as ViaSat had not collected a monthly bill for services Ms [redacted] called ViaSat on December 22, to discuss issues she was experiencing with her dealer as she was unable to get a service call scheduled through the dealershipViaSat's representative escalated this issue to our Field Service Team for further investigation 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 applyThey are also informed that speeds may vary and are not guaranteedEach of these points is also addressed in the Customer Agreement signed by Ms [redacted] on December 05, and available at exede.com/legalCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termWe apologize if Ms [redacted] ' feels these points were not communicated to her satisfaction In order to bring this complaint to a resolution ViaSat will agree to disconnect the account with waiver of the early termination feesHowever, Ms [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 Ms [redacted] may contact ViaSat's customer service department at ###-###-#### and reference ticket [redacted] to have the account disconnected with the early termination fees waivedAdditionally, a refund of the $collected for the activation of her ViaSat services has been issued back to the payment method on fileMs [redacted] should receive this refund within three to five business days Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 6, 2015/09/01) */ Thank you for bringing Ms [redacted] ' complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedMs [redacted] contacted ViaSat on July 1, to disconnect her account due to moving and not retaining servicesAt the time of disconnection Ms [redacted] ' had no address to send the box and label toViaSat sends the box and label to the account address on file once the account is disconnected as a courtesy through UPS; it is still the customer's responsibility to make sure the equipment is returned within days after disconnectionOn August 3, ViaSat charged Ms [redacted] ' for the non-returned equipmentViaSat did not hear back from Ms [redacted] ' until August 21, that the address needed to be updated, and at this time the address that was given was not a valid address so the box and label could not be sentOn August 25, the account and balance was sent to an outside collection agency due to no payment and no equipmentViaSat received another call from Ms [redacted] ' on August 28, and Ms [redacted] ' was able to provide a valid address where the box and label could be sentMs [redacted] ' will be receiving the box today September 1, In order to arrive at a resolution ViaSat has removed Ms [redacted] ' from collections and made sure the account balance is $Ms [redacted] ' will want to make sure she sends back the modem; ViaSat has waived the tria charge from the accountThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the response although the documentation is not the truthI was in the house for almost a month following my cancellation of service at no time did I tell them I did not have a addressThe advised they sent box(s) to my [redacted] address but could never provide UPS tracking number showing it was sentI had requested additional boxes and not sent, infact when I called back the agent advisesd they could not find documentation of it being sentI will return all equipment as soon as I receive a box which was requested for a 3rd or 4th timeIt will be sent promptlyI also advised I would send in my personal box and they advised no Thank you

Complaint: [redacted] I am rejecting this response because:? ? I emailed the legal team (email address provided) on 5/and still have yet to receive a responseI have also spoken to several customer service representatives over the last two months who promised me calls and emails back from the corporate center and there has been contact or follow through from the company Sincerely, [redacted]

The services on Mr [redacted] ’s ViaSat account were upgraded and a new modem was installedTherefore, the previous services were disconnected and it was their responsibility to return the previous modem usedWe apologize if Mr [redacted] never received the [redacted] box with a prepaid return shipping label? Mr [redacted] ’s ViaSat account was charged on August 20, for the leased modem not returned to ViaSat; however, as per our previous reply, the refund was issued on September 1, It takes ViaSat seven to fourteen business days to process a refundViaSat did process Mr [redacted] ’s refund within this time frame Again, we apologize for any confusion or frustration this situation might have caused.? Thank you

Complaint: [redacted] I am rejecting this response because:The service call I was to have on 11/10/never was scheduled by the companyI have been unable to access any of the bbq info from my home computerNow I am supposed to have a service call on 11/18/Until that call takes place I will be unable to resolve this issue which I have been trying to resolve for over two weeksThis case needs to remain open until after 11/18/and the service call has been completed Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I did not agree to any contract I NEVER signed any agreement on 11-22-before or after that date eitherThis company is playing games with money and falsey making agreements with people on there own terms and timeThis company has caused multiple issues and if I need to take this further I willI refuse to pay anything more to this companyI have changed my bank since they took an unauthorized amount out of my accountThey are extremely unprofessional and I am through with themThis is the last they will hear from meAnd will never receive a penny from my pocket! They are thieves and liarsSincerely, [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 meI will agree to the initial $installation fee since the early termination fee is waived in its entiretyI will also return the specified equipment to the business Sincerely, [redacted] ***

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

Thank you for bringing Ms [redacted] ’ complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat Ms [redacted] was receiving ViaSat’s Liberty GB + service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $ monthly EasyCare feeThis service plan provides GB of monthly priority data; download speeds up to Mbps; 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 At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance Policy Each of these points is further addressed in ViaSat’s Customer Agreement signed by Ms [redacted] on July 25, and also available at [redacted] We apologize if Ms [redacted] feels these points were not communicated to her satisfactionWhile customers can engage in the activities described in the plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), their activities are limited by the monthly data allowance of the plan they have purchased, pursuant to the Data Allowance Policy Our records show Ms [redacted] called ViaSat on August 9, to disconnect her account because she was dissatisfied with the service and her data planAt this time, the ViaSat representative offered Ms [redacted] a discount of $off per month for months if she would retain service, but Ms [redacted] declinedWhen Ms [redacted] was reminded of her signed Customer Agreement and the early termination fees, she requested to speak to a supervisor to see if they could be waivedUnfortunately, no supervisor was available at this time; Ms [redacted] accepted an offer to have a supervisor call her back, and her account remained active Ms [redacted] called back on October 10, 2016, at which time her call was transferred to a supervisor, per her requestDuring this conversation, Ms [redacted] was advised that the early termination fees would be valid if she disconnected her account, per the Customer AgreementHer account was not disconnected at this time On August 28, 2016, ViaSat charged Ms [redacted] $for monthly service, but the payment failedOn August 29, 2016, her account was disconnected, per her request, at which time she was advised that she would be responsible for the early termination fees and the balance due On September 28, 2016, ViaSat charged Ms [redacted] $in early termination feesThis payment also failed, creating a total balance due of $Ms [redacted] called regarding this amount on October 13, 2016, at which time she was advised that the balance was valid ViaSat’s Consumer Affairs Department received an email from Ms [redacted] regarding her early termination fee dispute on October 14, In response, she was once again advised that the total balance due was validHer account was sent to outside collections on October 17, As resolution to this complaint, ViaSat will agree to waive the failed monthly service payment of $75.58, as well as half of Ms [redacted] ’ early termination feesThis will leave her responsible for a balance due of $ ViaSat has escalated a request to have $removed from the collections balance as of October 18, Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention.Ms [redacted] was responsible for returning Viasat’s modem and transceiver within days after disconnection, or she would be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement, signed by Ms [redacted] on February 19, 2016.? A UPS box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it included return instructions.On April 20, 2018, Viasat had not recorded the return of Ms [redacted] equipment within the required day timeframeDue to this, Ms [redacted] billing generated in the amount of $for unreturned equipment feesViasat was successful in taking payment that day for the amount.On April 23, 2018, Ms [redacted] contacted Viasat to determine why she had been charged after her disconnectionA Viasat representative advised Ms [redacted] that there was no record of the equipment being returned and advised her to contact UPS to determine the location of the package.On June 6, 2018, Ms [redacted] contacted Viasat to check on the status of the returned equipmentA Viasat representative offered to escalate Ms [redacted] request to Viasat’s Logistics team, which Ms [redacted] acceptedAn investigation was conducted by the Logistics team, and it was determined that no equipment had been returned by Ms***.? On June 14, 2018, Ms [redacted] contacted Viasat to request to speak to a Viasat supervisory representativeThe representative correctly advised Ms [redacted] that due to the findings of the investigation, no refund was due.? At this time, Viasat believes that all appropriate actions have been taken and will not process a refund for the equipment charges unless the equipment is shown to be receivedIf Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.?

Thank you for bringing Mr [redacted] rebuttal to our attention Our records show he contacted Viasat on December 20, to disconnect, but was informed that Viasat’s Retention Team was not availableMr [redacted] was offered and declined a retention discount offer of $off his bill per month for months during this conversation As resolution to this complaint, Viasat has disconnected Mr [redacted] account was of December 28, with the balance due of $for monthly service and his early termination fees waived in full Mr [redacted] is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A [redacted] box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructionsMr [redacted] should be informed that any request for a technician’s assistance with uninstalling the equipment is associated with a $service call feeIf he would like this service call, he will need to call into Viasat’s 24-hour Customer Service Department Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused On May 2, Ms [redacted] contacted ViaSat as she was charged $for early termination fees that a previous ViaSat representative offered to waiveAs Ms [redacted] was not to be charged this fee, on May 13, 2016, ViaSat issued a refund of $to the payment method on fileOn July 28, 2016, ViaSat received the chargeback from Ms [redacted] bank (dated from April 28, 2016) for the $charge collected on April 28, 2016, but refunded on May 13, Ms [redacted] did send ViaSat her bank statements as she stated she did not submit a chargebackHowever, upon review of the statement provided by Ms [redacted] , ViaSat’s charge of $showed on her banking history on April 29, 2016, and the bank submitted a provisional credit to her account on May 2, for the $Further on her bank statement provided, on May 16, 2016, Ms [redacted] was given a refund of $ Due to this information, ViaSat charged Ms [redacted] $344.00, we refunded the $344.00, and her bank submitted a chargeback for the $Ms [redacted] therefore received $back to her bank As ViaSat already issued a refund for the charge, and Ms [redacted] submitted the charge back through her bank, ViaSat sent Ms [redacted] account to our outside collections agency in an effort to collect on the outstanding balance for the additional $she receivedViaSat did not report the delinquent balance to any credit reporting bureausIf Ms [redacted] would like to resolve this balance she may contact ViaSat’s 24-Hour Customer Service at ###-###-#### and make a onetime payment for the $Once received, ViaSat will remove Ms [redacted] account from the outside collections process Thank you for the opportunity to respond

Complaint: [redacted] ? ? I will accept the early termination without any cancellation feesI do how ever still want to know how are you going to handle my broken molding around my window and the $fee I was charged for the pole installation? ? I was also billed $? that was taken right out of my account on July 8th, the day after instillation For what? I never received what I was promised.? Sincerely, [redacted] ***

Thank you for bringing [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused ? [redacted] contacted ViaSat on May 19, regarding the charges to her ViaSat accountDuring her conversation with the ViaSat representative, [redacted] was educated that no charges were collected and that she would need to dispute any charges she might see with her bank ? ViaSat has attempted to collect $from [redacted] ’s payment method on file on four separate occasions (May 8, May 12, May 13, and May 19); however, each time ViaSat was notified that the payment was failed by [redacted] ’s bank ? As ViaSat has been unable to collect any fees from [redacted] , on May 19, 2017, her ViaSat account was suspended due to nonpayment ? If a payment has been collected by ViaSat for the services rendered on [redacted] ’s account, she must please provide a bank statement outlining this informationOnce received, ViaSat will review and if any funds are due back to [redacted] , a refund will be issued ? If [redacted] has any additional questions regarding this process, please have her contact ViaSat’s 24-hour Customer Service department at [redacted] ? Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention.Our records show Ms [redacted] purchased Viasat’s Unlimited Bronze Mbps service plan through an authorized Viasat Dealer.? At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees and Data Allowance Policy.? Each of these points is further addressed in Viasat’s Customer Agreement signed by Ms [redacted] on November 22, and also available at exede.com/legalAll Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Ms [redacted] at the point of sale.Ms [redacted] is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program for $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.Ms [redacted] first contacted Viasat on January 8, to advise that she was having connectivity issuesAt the time, no problem was found, and the Viasat representative who assisted her went over the details of her service plan and her billing.? Ms [redacted] contacted Viasat multiple times on January 10, in order to disconnect her servicesShe stated that she was unable to stream on her television and that she had attempted to use wireless calling using Viasat’s services but was unable toA Viasat representative advised her that her service plan was best used for streaming with small screens, and that larger screens would have a different quality rateMs [redacted] was also offered a free service call to troubleshoot her issues, which she declined.? On January 13, 2018, Ms [redacted] contacted Viasat several times to request a disconnection of her servicesA Viasat representative attempted to disconnect her services, however made no changes due to legal disclosures not being read when the call disconnectedMs [redacted] was again offered a service call to troubleshoot her services, which was again declinedThere has been no further contact from Ms [redacted] since that time.At this time, Viasat does not agree to waive the full early termination fees should Ms [redacted] decide to disconnectIn order to bring this complaint to resolution, Viasat will agree to give Ms [redacted] a $off discount for the next six months, which has been added as of January 17, Viasat will also agree to waive half of Ms [redacted] early termination fees should she choose to disconnectMs [redacted] may take advantage of this offer by contacting Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no [redacted] , or with any further questions or concerns.Thank you for the opportunity to respond.?