ViaSat

Thank you for bringing Mr [redacted] complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedMr [redacted] was originally sunder a dealer which means all service calls will go directly through that dealerViaSat will create the service call order and then it gets sent to the dealer for them to schedule with the customerWe apologize that this didn't happen for Mr [redacted] as his original dealer was no longer in businessMr [redacted] contacted ViaSat on December 29, and ViaSat advised Mr [redacted] that we could do a sales channel change to another local dealer if Mr [redacted] agreed along with that ViaSat did receive a request from Mr [redacted] to have a copy of the electronic customer agreement to be sent which was done on December 29, At this time Mr [redacted] needs a service call to correct the issues and ViaSat has gone ahead and did a sales channel change to another local dealer and has agreed to waive the $chargeViaSat will also offer Mr [redacted] the opportunity to cancel the services with no early termination fees due to the issues he has experienced and we will refund the latest payment of $taken on January 4, Mr [redacted] can call customer care anytime at ###-###-#### and reference ticket number Should Mr [redacted] wish to disconnect the account the disclosures will be read at the time of disconnection and Mr [redacted] will be responsible for sending back two pieces of equipment using a prepaid shipping label and box that ViaSat will provideThank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Thank you for bringing Ms [redacted] 's complaint to our attention Ms [redacted] is a customer of [redacted] (***) [redacted] manages all functions for their customers including sales, technical service, customer service, and invoicing As a result, we do not have access to Ms [redacted] 's account In order to expedite a response to Ms [redacted] , we have forwarded her complaint to our contact at [redacted] for handling Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I am not rejecting it totally I just didn't know how to respond to your emailThe account was under my name and [redacted] and the phone number on the ? account is ###-###-#### Sincerely, [redacted]

Thank you for brining Mr [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 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 18, and available at Exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionIt is our goal to provide Mr [redacted] with the best internet experience possibleHowever, due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipmentThe customer’s internet speeds can also be affected by programs running in the background of the customer’s devices, the use of virtual private networks, the router and the activities a customer engages in on the internetBecause of these many variables, ViaSat cannot guarantee any particular speed to the customer ViaSat discloses at the point of sale and in its Customer Agreement signed by Mr [redacted] on January 18, that speeds may vary and are not guaranteed ViaSat understands that the service was not meeting Mr [redacted] ’s needs or expectations so the account was disconnected on February 17, Mr [redacted] was charged $on February 20, for the early termination feesThe payment failed and Mr [redacted] was sent a past due balance that was going to be sent to an outside collection agencyIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the accountMr [redacted] now has a $balance on the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] ’s complaint to our attention.The Customer Agreement signed by Mr [redacted] on January 26, 2018, states that the customer authorizes Viasat to charge their credit or debit card, or initiate an electronic funds transfer out of their bank account for payment of all or any portion of their Service fees, the Termination Fee and any other amounts payable until such amounts are paid in fullCustomers may request to remove their payment method from Viasat’s records, but are advised that the process to do so can take up to business days to processOn February 23, 2018, Mr [redacted] contacted Viasat in order to request a disconnection of his Viasat servicesHe requested to future date the disconnection for February 27, 2018, and the request was successfully submitted after legal disclosures were readMr [redacted] requested on this day to remove the payment method from Viasat’s records and also requested a paper bill showing his early termination feesBoth requests were placed the same dayMr [redacted] ’s account was successfully disconnected on the requested date of February 27, On the next day, February 28, 2018, Mr [redacted] ’s monthly billing cycle occurredSince the stop date of the payment method had not yet occurred, Mr [redacted] was charged $in early termination feesWe apologize for any inconvenience this may have caused Mr [redacted] The stop date of the payment method was systematically processed later that same day.At this time, Viasat feels that all appropriate actions have been takenIf Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 7, 2015/08/17) */ Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedMs [redacted] contacted one of ViaSat's authorized dealers to have the account set-upAt the time of sale customers are made aware ViaSat's 24-month minimum service term commitment, and the early termination feesViaSat has no association with HughesNet or their installationsHughesNet is a satellite internet provider as well and both HughesNet and ViaSat offer high speed satellite internet to rural customersWe apologize for any confusion Ms [redacted] may have experienced in this processViaSat is willing to waive the early termination fees from the account should Ms [redacted] wish to disconnectViaSat has also moved forward with waiving the current balance of $Ms [redacted] will want to call into ViaSat at XXX-XXX-XXXX to have the account disconnected and will want to reference ticket number XXXXXXXXThank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I called Excede (via sat) and they checked and my modem is completely down and not getting any signalI had to add a care plan and pay more to get them to schedule a time to fix this? They may have slowed it down at some point but the lights on modem are not correct and over the phone their customer service told me I was completely downI don't feel I should have to pay extra for them to fix their equipment that was made clear to me it was their equipment? If I'm being held to my two year contract then they should have to fix the equipment so they can offer me the service they promised free of charge? I could see if it was my equipment, but it belongs to them Sincerely, [redacted]

Per ViaSat’s previous reply the refund was issued and should have been received within three to five business daysHowever, due to the holiday, the refund was issued on January 6, ViaSat stands behind our previous reply that we will waive half of the early termination fees of approximately $105, not including taxesThe early termination fees will therefore be approximately $52.50, not including taxesThis charge will occur on January 28, We believe this is an applicable and reasonable responseThank you!

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat Mr [redacted] is currently receiving ViaSat’s Liberty GB plan at $a month, plus a $monthly equipment lease feeThis service plan provides GB of monthly Priority Data allowance for use at regular speeds up to Mbps download and Mbps uploadsPursuant to ViaSat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetCustomers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Mr [redacted] on May 25, It is ViaSat’s goal to provide customers with the best internet experience possibleHowever, due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipmentSpeeds can also be affected by programs that are running in the background, the use of virtual private networks, the router and the activities a customer engages in on the internetSome of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may varyThis is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed Service speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of saleLiberty Pass speeds will vary based on the time of day and the customer’s geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair the ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage thresholdHeavier users of Liberty Pass will experience slower speeds than lighter users While we strive to provide 1-Mbps speeds when using Liberty Pass, when the network is busy, typically in the evening hours, we cannot guarantee that we can continue to provide these speedsCustomers may experience these slower speeds by their connection “timing out” when attempting to visit websites or download and stream contentThe use of multiple devices with our service also has an impact on speeds and will result in web pages failing to load Our records show Mr [redacted] contacted ViaSat on March 30, because he was experiencing an issue with the speed of his serviceAt this time, the ViaSat representative reviewed the diagnostics coming from Mr***’s modem, and advised him that his service was being impacted by network congestionViaSat has not received any further contact from Mr [redacted] regarding the speed of his service since this interaction Network congestion is caused when many subscribers are on the network at the same time, and may intermittently impact web browsing and speeds for subscriber in the affected spot beam area As resolution to this issue, ViaSat has applied credit for a free month of service onto Mr***’s account as of September 19, If he chooses to move forward with the disconnection of his account, ViaSat will not agree to waive any portion of his early termination fees 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 causedAt the time of sale Ms [redacted] was placed on a promo package which was called the Evolution 20GB plan with a (month promo on our freedom package) after the months was up the account automatically transferred back to just the Evolution 20GB planWe apologize if Ms [redacted] feels this was not communicated to her satisfactionViaSat received a call from Ms [redacted] on April 26, stating that she was not happy with the service and she felt she was not getting what she was promisedAt this time ViaSat’s customer service agent offered Ms [redacted] $off her bill for months and to move her to the Liberty 10GB plan which was agreed toViaSat does not offer a 50GB plan at $per monthViaSat understands that the service may not meet Ms [redacted] needs or expectations so in order to arrive at a resolution ViaSat will agree to waive the early termination fees from the account should Ms [redacted] wish to disconnect prior to February 24, which would be her yearsNo refunds will be issued as the service has been usedThank you for allowing ViaSat the opportunity to respondTell us why here

The Customer Agreement is electronically signed by customers during the service installation process, and an account cannot be established without the customer’s electronic signaturePer our previous reply, [redacted] signed the Customer Agreement on June 29, From review of the call from July 3, 2016, ViaSat confirmed that Mrand Mrs [redacted] were advised that should ViaSat not resolve their connectivity issues their services could be disconnected with waiver of the early termination feesHowever, as stated in our previous reply, Mrand Mrs [redacted] were receiving download speeds of Mbps and upload of 5.58, well within the advertised rangeViaSat reviewed the July 6, call and verified that at no time did [redacted] request that ViaSat not attempt to collect any further payments from his payment method on fileViaSat did receive a call on this same date from Mrs [redacted] to request the removal of the payment method on fileDuring this conversation with the ViaSat representative, Mrs [redacted] was advised that the removal of the payment method on file does take approximately business days before completionAdditionally, Mrs [redacted] was advised that once this was completed all further payment requests would be ceasedAs of July 15, 2016, the payment method on file will be removed In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to waive the early termination fees in their entiretyHowever, per our previous reply, [redacted] is responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he 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 his home address within a week after his disconnection, and will include return instructions Thank You! ?

Initial Business Response / [redacted] (1000, 12, 2015/12/31) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] contacted ViaSat's customer service department on September 24, to discuss the connectivity and disconnection of her ViaSat accountDuring her conversation with ViaSat's representative she was advised of the early termination fees that would apply should she wish to disconnect and Ms [redacted] disconnected the call before the disconnection could be completed On October 1, Ms [redacted] made contact again with ViaSat's customer service department to discuss the disconnection of her accountDuring her conversation with ViaSat's representative, Ms [redacted] was offered steps to resolve her connectivity issues; however, she declined these offersShe informed the ViaSat representative that she would call back on October 6, to have the account fully disconnected ViaSat did not receive contact from Ms [redacted] again until December 9, At the time of this call Ms [redacted] once again requested the disconnection of her ViaSat accountShe was once again advised of the early termination fees that would apply upon disconnection of her accountMs [redacted] agreed to these fees and stated she did not want the account disconnected until the payment method on file was updatedAs of today, December 31, 2015, Ms [redacted] 's ViaSat account remains active In order to bring this complaint to resolution and as a gesture of good faith, ViaSat will agree to disconnect the account with waiver of the early termination fees effective December 31, However, ViaSat does not agree to refund all charges collected since installation of ViaSat servicesViaSat will agree to refund the October and November payments of $for a total refund of $This refund will be issued to the payment method on file and should be receive in three to five business days 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 Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 14, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Complaint Response Date bumped because: Data Base Migration

(The consumer indicated he/she DID NOT accept the response from the business.) This response from them means nothingI've been over this same thing with them a number of times, and have taken their advice on what to disconnect when not in use, what not to do (such as streaming, Internet games etc) which we don't doWe don't even use our internet anymore because of the fact that it is so horribleThe cycle starts & within a day it's used upI even had my family turn off all wifi on all devices & not use internet at ALLNeedless to say within days into the data cycle, it said we used 75% of our dataThat is laughable because we didn't use any of it at allI did that little experiment on purpose, to see if they were in fact bumping up our usage numbersWhich now, I can say with certainty that they areIt is really sad that this company is basically robbing people and getting away with itAs for the user agreement, I didn't receive it until or days AFTER it was already installedSomething needs to be done about this company

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat Our records show Mr [redacted] ***, the account holder, contacted ViaSat on August 11, because he needed more data for the monthAt this time, the ViaSat representative reviewed Mr***’s usage for that billing period, and advised him that his data had gone towards media ( [redacted] video), web browsing, social media, and software updatesThe ViaSat representative advised Mr [redacted] that he could obtain more data buy purchasing additional data at $per GB or transitioning his service planHe was also reminded that his service came with a Late Night Free Zone between 12:AM and 5:AM, local time, during which unmetered service is provided at no additional costMr [redacted] opted to transition his service plan from the Exede GB plan ($an month, plus applicable taxes and a $monthly equipment lease fee) to the Exede GB plan ($a month, plus applicable taxes and a $monthly equipment lease fee)Mr [redacted] was advised of all disclosures regarding transitioning his service, including that he would see a prorated fee on his next monthly bill Regarding Ms***’s monthly price jump from $to $prior to the August 11, service transition, our records indicate Ms [redacted] was receiving a promotional discount of $off her bill per month for months that expired in January Mr [redacted] called into ViaSat on August 23, regarding his data usageThe ViaSat representative reviewed the information from Mr***’s modem, and advised him that part of his data had been consumed by [redacted] videoWhen Mr [redacted] disputed the information, the ViaSat representative offered to internally escalate the matter for review, and apply GB of free additional data onto Mr***’s accountMr [redacted] accepted On August 28, 2016, ViaSat attempted to collect a payment of $for monthly service plus the prorated fees based on the August 11, service plan transitionThis payment failedMrs [redacted] called ViaSat on August 29, regarding the charge, at which time the ViaSat representative attempted to review the bill with Mrs***When she disputed the charge based on the fact that she and her husband had not been home for a period of time, the ViaSat representative accurately advised that she would continue to be charged for the full monthly service fee unless someone called to place the account on ViaSat’s Vacation plan During this conversation, Mrs [redacted] advised the ViaSat representative about her data usage concerns, and requested to speak to a supervisorUnfortunately, the call dropped when the representative attempted to place Mrs [redacted] on holdWe apologize for any frustration she may have experienced Mrs [redacted] called back the same day, at which time she was advised of the August 11, service plan transitionA goodwill credit of $was also applied to her account at this time to lower the balance due to $Ms [redacted] made a one-time payment for this amount on August 30, 2016, which was successfully collected on August 31, In response to this complaint, ViaSat escalated Mrs***’s concerns internally to make sure his data usage meter is working properlyAs of August 31, ViaSat has not found any issues with Mrs***’s data usage meterHowever, ViaSat also shows that only GB of Mrs***’s data went towards [redacted] video during her last billing cycle (July 28, through August 27, 2016)If Mrs***, or a member of her household, was watching [redacted] ’s [redacted] services through a third-party device connected to her home network (e.g., a tablet or a smart phone), it would still consume her data If Mrs [redacted] continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activity 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 might have causedThe Customer Agreement provided to each new customer, and signed by Ms [redacted] on [redacted] 1, 2016, 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 termOn December 14, 2016, Ms [redacted] contacted ViaSat to request the disconnection of her ViaSat accountDuring her conversation, Ms [redacted] was educated on the disconnection process and the early termination feesOn December 29, 2016, Ms [redacted] removed her payment method from her ViaSat account; however, on December 30, 2016, an automatic update was made and the payment method was updatedCredit card companies administer an automated process that provides merchants with updates to customer credit card information when those merchants are known to use automatic recurring paymentsViaSat accepts and updates the customer credit card information at the request of the credit card companies acting on their customer’s behalfAs the early termination fees were valid, and be the automatic update processed, ViaSat is unwilling to refund the charges collected on January 4, ViaSat believes these charges were valid per the Customer AgreementThank you for the opportunity to respond

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me pending the company reflects the fee is posted to the online billing information Sincerely, [redacted]

Thank you for bringing Mr [redacted] ’s complaint to our attention The Customer Agreement provided to each new customer and signed by Mr [redacted] on November 8, and also available at [redacted] , commits each customer to a 24-month minimum service term and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termViaSat does not provide a trial period for the services Each customer has access to ViaSat’s Customer Agreement at [redacted] 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 installationWe apologize if Mr [redacted] was unable to review this email prior to the installation of his service Our records show Mr [redacted] ordered service through an authorized ViaSat dealer on November 8, 2016, and the services were installed at his home the same day On November 9, 2016, Mr [redacted] contacted ViaSat to express his dissatisfaction with the service and to disconnect his accountWhen he was reminded of the 24-month minimum service term and the early termination fees, Mr [redacted] advised he would discuss the matter with his bank and ended the callViaSat received another call from Mr [redacted] the same day, at which time he advised that he felt he had been misinformed at the point of saleThe ViaSat representative reviewed the details of Mr [redacted] ’s service plan with him Mr [redacted] called back on November 10, 2016, at which time his call was transferred to a ViaSat supervisor, per his requestAt this time, Mr [redacted] was advised that the early termination fees were valid; however, the supervisor offered to waive $from the early termination fees if Mr [redacted] chose to disconnect serviceThe supervisor also informed Mr [redacted] that they could escalate a request to have the entire early termination fee waived, but that it was subject to approval and if it was denied, he would not be eligible to receive the $eitherMr [redacted] understood On November 18, 2016, Mr [redacted] called ViaSat regarding the discount off his early termination fees, at which time the ViaSat representative reviewed Mr [redacted] ’s account and advised him that the discount of $would leave him with early termination fees in the approximate amount of $Mr [redacted] requested to speak to a supervisor, and was transferred to one accordinglyAt this time, the ViaSat supervisor reviewed all of the disconnection disclosures with Mr [redacted] and terminated his account, per Mr [redacted] ’s request In recognition of Mr [redacted] ’s short term as a ViaSat subscriber, ViaSat will agree to waive his early termination fees in fullThis has been processed as of November 22, Mr [redacted] is responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she 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 her home address within a week after her disconnection, and it will include return instructions Thank you for the opportunity to respond

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] as soon as I get a box I can send there equipment backI don't what there service anymore, and don't want to have any early termination fees added to me eitherI want to be free and clear of the situation

Thank you for bringing [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused.? [redacted] ’s original ViaSat account, [redacted] , was established via an authorized dealer on August 29, 2014.? On March 16, 2015, [redacted] ’s new account, [redacted] , was established via this same authorized dealerHowever, [redacted] ’s original ViaSat account was never disconnected nor was ViaSat made aware that a new account was created.? On August 7, 2017, [redacted] contacted ViaSat to request the disconnection of his ViaSat account ( [redacted] ) as he was movingAnd on, September 1, 2017, he contacted ViaSat again to discuss the charges he had on both accounts between March and August As ViaSat was never made aware that [redacted] had created a new account, the ViaSat representative declined his request for a refund of all charges collected during this time.? In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to issue a refund for the charges collected between March and August 2017.? ViaSat has requested to have a refund check issued to [redacted] ; however, we would like to validate his address prior to mailing this to himIf [redacted] could please contact ViaSat’s 24-hour Customer Service Department at [redacted] and reference ticket [redacted] we will move forward with requesting and issuing a check for the duplicate charges.?

Thank you for bringing Mr [redacted] ’s complaint to our attentionWe apologize for any for any confusion he may have experienced with ViaSat At the time of sale, customers are made aware of ViaSat’s the 24-month minimum service term commitment, early termination fees, and that the speeds are not guaranteed and may varyThese points are also addressed in the Customer Agreement, signed by Mr [redacted] on April 5, and available at exede.com/legalDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity Mr [redacted] was receiving ViaSat’s Liberty 10GB plan at $59.99, plus applicable taxes and a $monthly equipment lease feeThe Liberty plans provide customers with a monthly priority data allowance with download speeds of up to Mbps and upload speeds of 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 On April 8, 2016, ViaSat collected a payment of $from Mr [redacted] for his first month of service, plus prorated fees based on his installation dateMr [redacted] called ViaSat the same day regarding the payment, at which time he was educated on the billing and advised that he would be paying approximately $per month, plus applicable taxes Mr [redacted] made a second call into ViaSat the same day to disconnect his account due to the speed of service and cost of monthly serviceThe ViaSat representative offered to troubleshoot Mr [redacted] ’s speed issues with him, and provide him with a discount of $off his bill per month for six monthsMr [redacted] declined these offers When the ViaSat representative reminded him of his signed Customer Agreement and the early termination fees, Mr [redacted] disputed the fees and quoted Section of the Customer AgreementAt this time, Mr [redacted] was accurately advised that Section of the Customer Agreement refers only to if ViaSat makes a change to the Customer Agreement that caused a customer’s monthly service fee to increase by 25%, and was not applicable to Mr [redacted] ’s situationMr [redacted] chose to move forward with the disconnection of his account and acknowledged all disconnection disclosures, including that he would be charged early termination fees on his next billing dateAs resolution to Mr [redacted] ’s complaint, a ViaSat supervisor applied a credit of $onto his account so that amount would be deducted from his early termination fees As recognition of Mr [redacted] ’s short term as a ViaSat subscriber, ViaSat will agree to waive his early termination fees in full as a courtesyMr [redacted] is still responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he 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 his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return The early termination fees have been waived from Mr [redacted] ’s account as of today, April 13, Thank you for the opportunity to respond