ViaSat

Complaint: [redacted] I am rejecting this response because: The part of the complaint that I do reject is the cancellation fee I have received the refund of $for the one payment Secondly I did update my payment status with exede in April not May when I mad a one time payment Updated it again in May when the compromised card was still on file and still being billed I do appreciate the company refunding the one payment but the stress the frustration I had to deal with for the last months with this company on the payment method Being hung up on times being told a payment had went through on a compromised card not one representative could give me a correct answer but was trying to make a payment they had said went through on the wrong card One representative trying to make another payment when I did change the payment method but stating a payment had went through Getting a recorded phone call stating it did not go through and to call which I did Also this was suppose to be a bundle deal with direct t.vBundle means putting something together which direct t.vadvertises nothing is bundle here which would mean bill I have w bills one through direct t.vand one through exede which I was told by the supervisor of exede that it was advertising I call that advertising The internet is very slow and the gigbits a month gets used up within half a month which I have called on that and get nothing resolved with it But what I was told is that it is microsoft and to take things off which I did but did nothing I was told by the supervisor in e-mail that my payment method had been taken off of the account I e-mailed back and ask which one the credit card or the bank and I got a message back that the case had been closed to contact customer service once again I have had it with this company and the way they go about doing business not being able to get out of a contract which I am a very dissatified customer or consumer All they are worried about is collecting a fee and not satisfying the consumer After phone calls I finally get a respond of expediting payment After being hung up on telling me a payment went through on a compromised card and getting a respond back from someone from corporate stating it was the way the billing was but never apologizing for the frustration I had to endure through the phone calls and e-mails Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Hi there,? I had responded to their comment, before I looked at my account.? They gave me a refund of $on 10/22/2016, and then charged my card AGAIN for $135.00? I do not understand what this company is doing, but they need to be stopped Sincerely, [redacted]

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

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] They left out the date on my statement 5/which clearly shows the bank reversing their provisional credit of $to me.# [redacted] Thank You [redacted]

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 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

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]

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

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

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] ***

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]

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: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]

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 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.?

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 Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe Customer Agreement signed by Ms [redacted] on November 1, states that all monthly fees are payable in advance Customers are also made aware of this at the time of the sale Regarding the charge to Ms [redacted] ’s credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on November 4, The customer agreement would have been signed through the computer as the customer agreement comes through email and would have had to been signed by the customer at the point of installation in order for the services to be activatedAt the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination fees should the account be disconnected prior to the monthsEach of these points are also addressed in the customer agreement signed by Ms [redacted] on November 1, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionIn order to arrive at a resolution ViaSat has already honored the chargeback of $from Ms [redacted] ’s financial institutionAlong with honoring the chargeback ViaSat has removed the charge for $for the early termination fees from the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Customers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms [redacted] on December 16, (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 usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work The Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber's data planWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageIn July 2014, ViaSat updated the data usage meter to provide customers with a simpler view of their usage; however, ViaSat did not change the way data consumption is calculated on ViaSat's Exede networkViaSat consistently measures its customers' data and provides customers access to view his or her date usage through ViaSat's data usage meter available at www.myexede.netWhile Ms [redacted] can engage in the activities described in her plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), her activities are limited by the monthly data allowance of the plan she has purchased, pursuant to the Data Allowance Policy as described above Currently, Ms [redacted] has used GB's of the 18GB's of her purchased planViaSat understands that our services are not meeting Ms***'s needs and as a gesture of good faith ViaSat will agree to disconnect the account with waiver of the applicable 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 Agreement A 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 returnMs [redacted] may contact ViaSat's customer service department at ###-###-#### and reference ticket [redacted] to have her ViaSat account disconnected with the early termination fees waived 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 Mr***’ complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedMr [redacted] contacted ViaSat’s customer service department on February 4, to discuss the disconnection of his services as his new apartments would not allow the installation of a satellite dish on their propertyDuring this conversation Mr [redacted] was advised that per the Customer Agreement signed on October 5, 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 termThis same day Mr***’ property management company contacted ViaSat to discuss this matter on his behalfAgain, they were advised that Mr [redacted] would be responsible for the early termination fees as he was disconnecting his ViaSat services prior to the completion of the 24-month minimum service termHowever, later in the day Mr [redacted] chatted in with a customer service representative who agreed to waive the early termination fees as a gesture of good faithAs of February 4, ViaSat waived Mr***’ applicable early termination fees as a gesture of good faithGiven this information ViaSat believes this complaint has been resolvedThank you for the opportunity to respond