ViaSat

Complaint: [redacted] I am rejecting this response because: I have repeatedly sent emails to this company and have stated in writing that my account is canceled on Feb15.? This is stated in every email.? If they do not have a record of this, it is because they ignore it sending a message it will not be reviewed because the ticket is closed.? This is harassment.? They want me to have rewrite every time I contact them.? This is stupid that they refuse ongoing communication.? They have charged me another month although I have returned their equipment at my own expense and stated I canceled on Feb 15.? As to not saying I owned months, that is exactly what he said.? If they reviewed this, they know I canceled.? The person I was talking to hung up on me and said he refused to cancel unless I listened to him read something to me.? I wanted this in writing and repeatedly asked for it at the time and in emails which I never received? I repeatedly requested an address to send their equipment back which they ignoredI sent the equipment back at my own expense and informed them of this? This is a dishonest business which puts up refuses to communicate so they can charge more money.? They try to wear out people.? The have now charged me $for a service that I have canceled.? They owe me money according to their own calculations.? I have attached emails showing my attempts to communicate and my cancellation.? A business does not have the right to refuse cancellation.? Due to charging me a month and a half I did not use, they now have owe me money.? I have not authorized these people to charge my credit card EVER!! I told them at the beginning I preferred to do my payments myself.? They also repeatedly ignored this.Sincerely, [redacted]

Thank you for bringing Mr [redacted] ’s complaint to our attentionWe apologize for any issues he may have experienced regarding ViaSat’s Data Allowance Policy? Our records show Mr [redacted] is receiving ViaSat’s Exede GB Internet service plan at $a month, plus applicable taxes and a $monthly lease feeThis service plan provides GB of data per month, download speeds up to Mbps, and upload speeds up to MbpsMr [redacted] ’s service plan is subject to a Data Allowance Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by Mr [redacted] on March 20, ? ViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at www.myexede.net? Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use 100% or more of their monthly data allowanceThis means that web pages and email will take significantly longer to load and most other internet activities will not work ? The most common causes for high data usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files (e.gviewing pictures on Facebook or through SnapChat)Customers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat’s Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost? On January 6, 2017, ViaSat received a call from Mr [redacted] regarding his usageDuring this conversation, the ViaSat representative educated Mr [redacted] of his usage and how to monitor the usage via the self-help siteAdditionally, Mr [redacted] was educated on alternate plans available to him within his area, buy more, and how to monitor his usage correctly ? Later on January 6, 2017, Mr [redacted] contacted ViaSat once to discuss the Data Allowance PolicyHe was once again educated on the data allowance policy, and alternate plans available within his area ? Should Mr [redacted] ’s current plan not be meeting his needs, the following plans are also available in his area: ? Liberty - WiFi- $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty - WiFi- $a month, plus applicable taxes and a $monthly equipment lease feeLiberty - WiFi- $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease feeExede-10GB - $a month, plus applicable taxes and a $monthly equipment lease fee.Exede-15GB - $a month, plus applicable taxes and a $monthly equipment lease fee? As of today, February 17, 2017, Mr [redacted] has used GB of his GB plan, and GB of additional usage was purchasedThe majority of Mr [redacted] ’s usage has gone towards web browsing, other traffic (software updates, secure connections, and generic traffic), system updates, and marketplaces (app stores, eReaders)? If Mr [redacted] would like to transition his service to a plan that better meets his needs or is experiencing any issues with his service, he may contact ViaSat’s 24-hour Customer Service Department at [redacted] .?

? Complaint: I am rejecting this response because: this is untrue? I had service to my house and the service guy said the eye on my satellite dish was bad and he replaced it? Now my internet is working fine again? So I was correct and it's very bad customer service that I have to pay for them to fix there equipment? I don't think that should be allowed? They can lie all they want but I have the proof where he came snd fixed it Sincerely, Joni Kelley

Thank you for bringing [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedThe Customer Agreement signed by [redacted] on March 7, authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees Section of the Customer Agreement authorizes ViaSat to automatically withdraw from [redacted] payment method on file for ViaSat’s servicesHowever, [redacted] does not have a valid payment method on file, and the payments collected are onetime payments submitted by [redacted] herselfAdditionally, the Customer Agreement signed by [redacted] states under section (b) Billing and Charges: You agree to pay, in accordance with the provisions of the Service plan you selected, any registration, activation or monthly fees (including, without limitation, any applicable discounts), service charges, minimum charges and other amounts charged to or incurred by you, or by users of your account, at the rates in effect at the start of the billing period in which those amounts are charged or incurredYou agree to pay all applicable federal, state and local taxes, fees and surcharges related to your use of the Service, provision of services, software or hardware or the use of the Service by users of your accountInformation on our charges and surcharges may be made available to you on www.exede.com or www.wildblue.com, as applicable to your ServiceWe will send your billing statements to the email address you provide to us, and you agree that this is sufficient notice for all purposes as to charges incurred and paid or to be paid to usYou understand and agree that you will not receive a paper statement in the mailAdditional terms relating to pricing, billing, and payment which are an integral part of this Agreement are contained in your Service plan detailsViaSat reserves the right to correct and charge under-billed or unbilled amounts for a period of days after (i) any incorrect statement was issued or (ii) a statement should have been issuedPayment of the outstanding balance is due in full each monthOn June 12, 2016, [redacted] submitted two onetime payments of $in which, one failed by her bankAt that time, [redacted] had a monthly balance due of $Because to this payment and the credit on her account for $111.48, a balance of $remained on [redacted] account – the difference between the onetime payment of $and balance owed of $On July 8, 2016, [redacted] monthly ViaSat bill cycled for $ViaSat received a call from [redacted] on July 12, to advise us that a onetime payment had been made, and requested to have her account resumedPlease see the below table which outlines all action taken on MsMyers ViaSat account: Payment Date: Payment Amount: Payment Method (ETF, Credit, Chargeback) Charge For: Balance: $Credit Card One Time Monthly Services $Credit Card One Time Onetime ($111.48) $ACH One Time Onetime ($222.96) $ACH One Time Onetime -$Chargeback received on 5/19/for from 2/19/Credit $$ACH One Time Onetime -$$ACH One Time – Failed Onetime -$$Credit Card One Time Monthly Services [redacted] sent ViaSat an email on July 14, describing her issues, and request for a refund for the July paymentViaSat replied to [redacted] email letting her know that no refund was owed due to the reversal performed by her bank for the duplicate payment on June 12, 2016, and as the July 12, payment was for her July billHowever, as a gesture of good faith, ViaSat applied a credit to [redacted] account for $to be applied towards her August 8, billAdditionally, [redacted] has been given credits of $off her monthly bill since November 4, These credits will be applied to her monthly bills through October Given this information, and our previous replies to [redacted] direct emails, ViaSat believes this complaint has been resolvedThank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusionOur records show that Ms [redacted] purchased ViaSat’s internet service and had it installed on August 25, 2016.? At the time of sale, customers are informed that if they rent their property, they need to have their landlord’s permission before installation.? ViaSat was not informed by Ms [redacted] that the service installation was not approved by you and thus ViaSat installed the service as authorized by Ms [redacted] .? 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 installationThe Customer Agreement is electronically signed by customers during the service installation process.? An account cannot be established without the customer’s electronic signature.? Our records show Ms [redacted] ’s electronic signature on the Customer Agreement dated August 25, ? ? On August 26, 2016, Ms [redacted] contacted ViaSat to request the disconnection of her ViaSat accountDuring this conversation, Ms [redacted] was advised of the early termination fees that would apply should she move forward with the disconnection of her ViaSat accountMs [redacted] advised that she would like to disconnect her ViaSat accountIf 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 termAt the time of disconnection, Ms [redacted] was advised that she 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.? A [redacted] box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it will include return instructionsOn August 28, 2016, ViaSat collected $from Ms [redacted] for the early termination feesThen on September 28, 2016, Ms [redacted] was charged $for failure to return the leased ViaSat equipment As a gesture of good faith, ViaSat will agree to refund Ms [redacted] the $for the early termination feesHowever, ViaSat does not agree to refund the $for failure to return the leased equipment until the equipment has been returnedThe refund of $will be issued to the payment method on file as of September 29, Ms [redacted] should receive this refund within three to five business days If Ms [redacted] needs additional labels and boxes, please have her contact ViaSat’s 24-hour Customer Service Department at ###-###-####Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 4, 2015/12/04) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat The Customer Agreement, signed by Ms [redacted] on April 19, and available at exede.com/legal, advises that customers are required to return ViaSat's modem and transceiver within days after the disconnection of their accountFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions to their home or requested shipping address within a week after their disconnection Our records show Ms [redacted] contacted ViaSat on August 20, to disconnect her account, at which time a request was escalated to have to equipment return kit delivered to the following address: [redacted] XXXXX Our review of tracking no1Z6ERXXXXXXXXXXXXX shows that the alternate address request was received by UPS on August 21, and that the box arrived in Phoenix, AZ on August 26, After that, it appears the box was lostBetween September 6, and November 20, 2015, ViaSat sent multiple interception requests for the package, but it was unable to be locatedUPS opened up a lost package investigation on December 1, On October 20, 2015, ViaSat charged Ms [redacted] $in unreturned equipment fees, per the Customer Agreement As resolution to this complaint, ViaSat has issued Ms [redacted] a refund of $to her payment method as of today, December 4, Ms [redacted] should be advised that it may take 3-business days for her to see it deposited into her accountViaSat will also internally request that a second box be sent to her home address for the return of the equipment We apologize for any frustration Ms [redacted] have experiencedThank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because:The company does not offer an appropriate solutionMrs [redacted] services do not work as stated, nor did the representative use "up to" describing the online serviceMany customers have complained that the online service is very slow and is comparable to diserviceHow will Mrs [redacted] know the terms and conditions when the agreement was signed via a mobile phoneThe representative did not disclose important details regarding the agreement insofar as termination fees nor the "fine print"It would be fair to understand the misconduct of the representativeYes, she has been using the service and called a few days after countlessly about the issues she was havingPlease advise on the next appropriate actionIf the matter is not resolved please make notation of the company's unethical practice to caution prospective customers Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/09/11) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any confusion or frustration this situation may have caused At the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain limitations Each of these points is also addressed in the Customer Agreement signed by Ms [redacted] on September 6, and available at exede.com/legal We apologize if Ms [redacted] feels these points were not communicated to her satisfaction Ms [redacted] chatted into ViaSat's Customer Service Department on September 09, to disconnect her accountThe Customer Agreement signed by Ms [redacted] obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will apply Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term In order to bring this complaint to resolution, ViaSat will agree to disconnect Ms [redacted] 's account with waiver of the early termination feesHowever, ViaSat is unwilling to refund Ms [redacted] for the monthly charges as she has utilized the services ViaSat would like to offer Ms [redacted] a free service call to have a technician remove the satellite dish as Ms [redacted] requested The technician is not able to take the equipment Therefore, Ms [redacted] is responsible for returning ViaSat's modem and transceiver to ViaSat using the UPS box and free return label sent to Ms [redacted] If the equipment is not returned, Ms [redacted] will be subject to an unreturned equipment fee of $300.00, not including taxes, per her contract Ms [redacted] may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX to move forward with the disconnection (with waiver of ETF's) and to have a service call created for removal of their ViaSat leased equipmentViaSat has included a copy of Ms [redacted] 's signed Customer Agreement for her review Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe customer agreement signed by Mr [redacted] on February 26, states that monthly fees are payable in advanceCustomers are also made aware of this at the time of saleWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionMr [redacted] called in stating that the service was not working properly and went through the basic troubleshooting with a ViaSat agentViaSat does not see where any service call was scheduled for Mr [redacted] In order to arrive at a resolution ViaSat is willing to let Mr [redacted] out of the contract with no early termination fees due to the length of service; however, there will be no refunds issued at this timeIf Mr [redacted] would like to disconnect his account he can call Customer Care at 866-945-and reference ticket number [redacted] At that time Mr [redacted] will need to be read the disclosures on the accountThank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ Thank you for bringing Mrs [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused At the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain gaming limitations Each of these points is also addressed in the Customer Agreement signed by Mr [redacted] on August 31, and available at exede.com/legal We apologize if Mrs [redacted] feels these points were not communicated to her satisfaction Mrs [redacted] called ViaSat on August 31, to disconnect her accountThe Customer Agreement signed by Mr [redacted] obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will apply Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termHowever, on this call Mrs [redacted] was advised that the early termination fees could be waivedYet, in error this was not noted on Mrs [redacted] 's account On September 1, Mrs [redacted] called to finalize the disconnection of her account at which time she was incorrectly advised that she would be responsible for approximately $in early termination feesThe agent advised Mrs [redacted] of the alternate plans available within her area; however, she did not wish to upgrade her account and the account was subsequently disconnected Mrs [redacted] contacted ViaSat's social media team and informed them of the information provided to her at the time of sale, and during her call with ViaSat's Customer Service Department on August 31, Due to the information previously agreed to by ViaSat's customer service representative, the social media agent educated Mrs [redacted] that her early termination fees would be waived as a gesture of good faithOn September 3, Mrs [redacted] 's account was credited $for the early termination fees and first month of service Mrs [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 pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return Given this information, ViaSat feels this complaint has been resolvedThank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy the 24-month minimum service term commitment, and the early termination fees should the account be cancelled priorEach of these points are also addressed in the customer agreement signed by Ms [redacted] on August 22, and available at [redacted] We apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat understands that the service is not meeting Ms [redacted] ’s needs or expectations, so in order to arrive at a resolution ViaSat is willing to let Ms [redacted] out of her month contract with no early termination feesThere will be no refunds issued to the accountShould Ms [redacted] wish to disconnect she will need to contact customer care at ###-###-#### and reference ticket number [redacted] During this phone call she will be read the disclosures which include the return of two pieces of equipment using the prepaid shipping label and box that is supplied by ViaSat at the time of disconnectionViaSat will not remove the dish or the equipment this is the customer’s responsibility per the signed customer agreementFailure to send back the two pieces of equipment will result in a charge of $150.00? charge for each non-returned piece not including taxesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention.? Our records show Mr [redacted] is receiving Viasat’s Unlimited Silver service plan at $a month, plus applicable taxes and a $monthly equipment leaseThis service plan offers a GB monthly priority data allowance at regular speeds up to Mbps download and Mbps upload.The Customer Agreement, signed by Mr [redacted] on February 14, 2018, 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 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 termA copy of Mr [redacted] signed Customer Agreement has been mailed to him as of May 4, 2018.Viasat is a paperless company and does not offer billing through the mailCustomers have access to view and print their bills on the customer portalViasat customer service is available hours a day and seven days a week to assist customers in gaining access to the customer portal.? Mr [redacted] contacted Viasat on March 2, to discuss disconnecting his service and was informed of early termination fees that would be charged if he made that decisionMr [redacted] asked the Viasat representative to remove the payment method he had on fileThe Viasat representative processed that request.? ? Mr [redacted] contacted Viasat on April 17, to have his payment method removed from his account as the previous request had not been finalized in the system.? The Viasat representative processed that request againWhen Mr [redacted] requested paper bills to be mailed to him instead of paperless billing, he was informed of Viasat’s paperless billing policy and provided with self-help options.? The Viasat representative also advised Mr [redacted] that he could access his signed Customer Agreement onlineAs Mr [redacted] was complaining of a connectivity and speed concern, the Viasat representative performed troubleshooting, and determined that there were no issues found with Mr [redacted] Internet service.? Our review of Mr [redacted] account as of May 4, shows that Mr [redacted] is actively utilizing the serviceAs such, Viasat does not agree to waive Mr [redacted] early termination fees in full if he chooses to disconnect service.? 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 of the refund is satisfactory to me only until the day I receive my full refund of $ However, any other "comments" they made are and I as a customer did my part in finally getting their equipment back to them when they sent me a box they can reference tracking number [redacted] and get that link to the right closed account [redacted] and reference tracking number [redacted] to closed account number [redacted] then all this would have never happened Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat Pursuant to the Customer Agreement, signed by Mr [redacted] on November 13, and available at exede.com/legal, ViaSat's subscribers are responsible for returning ViaSat's modem and transceiver within days after their disconnectionFailure to return this equipment within the allotted timeframe will result in an unreturned equipment fee of $300.00, not including taxesA prepaid UPS box and illustrated instructions, supplied by ViaSat, is delivered to a customer's home within a week after their disconnection for the return of the equipment Our records show Mr [redacted] contacted ViaSat on June 23, with questions about disconnecting his account because he would be moving soonDuring this conversation, the ViaSat representative advised Mr [redacted] that if he disconnected his account, he would be responsible for returning ViaSat's modem and transceiver within days and that he would be charged an early termination fee of approximately $Mr [redacted] advised that he would call back to disconnect ViaSat received another call from Mr [redacted] on July 16, because he'd been charged $when he hadn't had serviceMr [redacted] advised that he believed his account had been disconnected even though he said he would call backAt this time, the ViaSat representative advised Mr [redacted] that his account was still active and processed the disconnection for him, per his requestWhen Mr [redacted] asked for a refund of the $60.78, he was advised that ViaSat did not refund for prepaid services and that ViaSat had not been informed of any service issues he'd experienced prior to this interactionPer his request, the ViaSat representative escalated a request for the equipment return kit to be sent to the following address: [redacted] E [redacted] XXXXX Our records show ViaSat alerted UPS of the address change on July 17, Review of the tracking number (no1Z6ERXXXXXXXXXXXXX) shows that UPS attempted to deliver to Mr [redacted] 's home, but there was an issue with his apartment numberUPS attempted to contact Mr [redacted] to update the address in their systems, but there was no responseThe UPS box was returned to sender on August 5, The Customer Agreement 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 On August 16, 2015, ViaSat collected a payment of $for Mr [redacted] 's early termination feesViaSat was advised on August 19, that Mr [redacted] 's equipment had not been returned; subsequently, on September 16, 2015, ViaSat collected $in unreturned equipment fees from Mr [redacted] Mr [redacted] contacted ViaSat on September 17, regarding the charge, at which point he advised that he had never received the box to return the equipmentThe ViaSat representative requested a second box be delivered to the above-mentioned addressThe request was placed to UPS on September 21, Once again, issues with Mr [redacted] 's apartment number prevented UPS from delivering the shipment, and the box was returned to sender on October 9, This was explained to Mr [redacted] during a conversation with a ViaSat representative on October 13, As UPS has been unable to deliver the equipment return kit to Mr [redacted] 's home, it is recommended that he provide an alternate physical address to which the box can be sentMr [redacted] can provide this address by contacting ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX In order to come to a resolution to this complaint, ViaSat will refund Mr [redacted] for the unreturned equipment fees of $and the monthly service fee of $paid on July 16, This refund has been issued to Mr [redacted] 's payment method as of October 14, Mr [redacted] should be advised that it [redacted] take three to five business days for the amount to be deposited into his account Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) My address as listed as, once again, incorrectI included my apartment number on both occasionsHowever, the number is failing to be seen hereThat being said, I accept the return of the sum offeredIf the equipment would still be returned I would like to do so

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat recently updated their email platform from [redacted] to [redacted] ViaSat received a call from Mr [redacted] regarding this issue on August 3, and ViaSat's customer service rep was able to walk Mr [redacted] through the new site and signing inIf Mr [redacted] is still having any issues logging into his account he may contact customer service anytime at XXX-XXX-XXXX for assistanceViaSat was able to confirm that Mr [redacted] 's payment method has been updated multiple times in the past few years, currently there is an active payment method on file that expires 01/and this is the payment method that ViaSat is using and will continue to useWe apologize for the suspension as this was due to a glitch in the system and this was explained to Mr [redacted] on August 31, and a credit for $was added to the account due to the inconvenienceWe are sorry to hear Mr [redacted] is experiencing slow speeds, as of today September 17, Mr [redacted] has used GB out of his available and currently has remaining until September 24, and at that time the usage will reset back to Mr [redacted] also purchased GB of buy more usage that he has available once the runs outShould Mr [redacted] continue to see speed issues he can contact customer service at XXX-XXX-XXXX to have troubleshooting performed and if deemed necessary ViaSat will issue a service call for Mr [redacted] ; however, at this time ViaSat does not see any issues with the serviceThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat understands that Ms [redacted] had roof work done which led to the dish being taken downViaSat apologizes that there were issues getting the technician back to the home to have the dish reinstalled ViaSat received a call from Ms [redacted] on October 25, requesting that the service be disconnected as they could not get the technician out to the homeDuring this call Ms [redacted] spoke with a supervisor who agreed to waive the early termination fees and issue a refund of the previous monthViaSat has received the equipment back from Ms [redacted] and the account has been disconnected with early termination fees waivedIn order to arrive at a resolution ViaSat has issued a refund of $today November 16, Ms [redacted] will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 11, 2015/12/28) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused On November 2, 2015, ViaSat received contact from Mrs [redacted] requesting the payment method on file be removed from their account and that a call would be made monthly to make their paymentsAs promised, Mr [redacted] contacted ViaSat's customer service department on November 4, to make a onetime payment of $87.03; however, ViaSat was experiencing issues with our payment page and the representative advised Mr [redacted] to contact ViaSat again at a later time Mr [redacted] contacted ViaSat's customer service department again on November 13, as he stated he made a payment on November 4, During his conversation with the representative, Mr [redacted] was educated that due to the system issues his previous payment was not collectedMr [redacted] did not want to make another payment and ended the call with the representative before the payment could be made On November 23, Mr [redacted] contacted ViaSat's customer service department again to discuss the payment issues he was experiencingMr [redacted] refused to attempt to make another payment or provide documentation showing this payment was previously collectedAgain, Mr [redacted] disconnected the call If Mr [redacted] does not feel comfortable contacting ViaSat's customer service line to make a onetime payment, he may utilize ViaSat's self-help options at myexede.netThe MyExede customer portal is your one-stop hub to manage your accountHere, you can view your bill, make a one-time payment or update your payment method using the prompts on the screen If Mr [redacted] has any further questions or concerns regarding the ViaSat MyExede customer portal, he may contact ViaSat's customer service department for assistance at XXX-XXX-XXXX Thank You! Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received an email that the payment method on file will be billed on the 4th of JanuaryI logged into my Exede account online, and it shows that my account has reached the 12G limit of data usage for the monthI have not used Exede during the month of December as I have another internet providerI refuse to pay any charges for December The payment method on file at Exede is a CLOSED checking accountI have verified with the bank that it is closedSO Exede will not be paid for any amount billed to that account That account WILL NOT be re-opened I am willing to pay the $by way of a money order as I do not want Exede to have any of my current credit card or banking information Final Business Response / [redacted] (4000, 15, 2016/01/05) */ The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset Additionally, Mr [redacted] is not responsible for any charges on his ViaSat account while the account was under suspensionViaSat has already applied a credit of $to his accountViaSat does not accept money orders as payments; however, Mr [redacted] may make a onetime payment via the only system on a payment method of his choiceHe does not have to have a payment method on file and can make onetime payments each month ViaSat believes this complaint has been resolvedThank you for the opportunity to respond Complaint Response Date bumped because: Data Base Migration Final Consumer Response / [redacted] (2000, 17, 2016/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept this offerThe only new problem is that I am receiving emails stating I owe $and changeI can pay the $in February The only remaining issue is Viasat's equipmentI still have the modem plus their satilite is still on my roofI need to know what to do with itI will not pay any shipping to return the equipment to them but am willing to return them

Thank you for bringing Mr [redacted] response to our attention.As per our previous response, the Customer Agreement advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.Each customer has access to Viasat’s Customer Agreement at exede.com/legal New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installationThe Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signature Our records show Mr [redacted] electronic signature on the Customer Agreement dated March 22, Viasat has attached this signed contract to this responseWe apologize if Mr [redacted] feels that he was misinformed about the nature of satellite internet and Viasat’s servicesAs per our previous response, Viasat does not agree to waive the full early termination feesViasat has processed a refund in the amount of $for half of the early termination fees as an offer of goodwill for any misinformation Mr [redacted] may have receivedThis refund was processed as of March 27, 2018, and should be seen by Mr [redacted] within the next three to five business daysAt 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 1-855-463-9333.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] ?

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat understands that Ms [redacted] had roof work done which led to the dish being taken downViaSat apologizes that there were issues getting the technician back to the home to have the dish reinstalledViaSat received a call from Ms [redacted] on October 25, requesting that the service be disconnected as they could not get the technician out to the homeDuring this call Ms [redacted] spoke with a supervisor who agreed to waive the early termination fees and issue a refund of the previous monthViaSat has received the equipment back from Ms [redacted] and the account has been disconnected with early termination fees waivedIn order to arrive at a resolution ViaSat has issued a refund of $today November 16, Ms [redacted] will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond