ViaSat

Complaint: [redacted] I am rejecting this response because: As has been the case through out my dealings with Viasat there response is wrong, this was not a disconnection, it was an upgrade, a box was never sent or provided to return the modem, I will accept the refund as that has been my goal from August - not August 21!! from the start.This has been one of the worst examples of poor customer service I have ever encountered, Sincerely, [redacted]

Thank you for bringing [redacted] ’s rebuttal to our attention The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show [redacted] ’s electronic signature on the Customer Agreement dated July 28, We apologize for any confusion or frustration this may have caused [redacted] to experience If [redacted] has a dispute with his dealer, ViaSat is willing to change the service call responsibility for [redacted] ’s account from ViaSat’s dealer to ViaSat so he could be serviced by ViaSat directlyIf he would like to move forward with this action, he may contact ViaSat’s 24-hour Customer Service Department at [redacted] Thank you for the opportunity to respond

Thank you for bringing Mr. [redacted] 's complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees, and auto-billing. Each of these points is further... addressed in ViaSat’s Customer Agreement. All ViaSat dealers are contractually required to make customers aware of these points at the time of sale. We apologize if these points were not communicated to Mr. [redacted] at the point of sale. The 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] ’s electronic signature on the Customer Agreement dated May 24, 2016. On May 28, 2016, ViaSat attempted to collect a payment of $77.75 from Mr. [redacted] for his monthly service fees, but the payment failed. Subsequently, on June 8, 2016, the account was suspended for nonpayment. A successful one-time payment for the amount was made by Mr. [redacted] the same day. ViaSat charged Mr. [redacted] for monthly service again on June 28, 2016 in the amount of $70.68; once again, the payment failed and the account was suspended on July 8, 2016. On August 10, 2016, Mr. [redacted] called ViaSat to disconnect, stating that he had not been informed of ViaSat’s automatic billing process or ViaSat’s 24-month minimum service term. He also informed the representative that he had attempted to discuss his concerns with the authorized dealer he had purchased service through, but had been unsuccessful. At this time, a request to have the matter reviewed was escalated. On August 18, 2016, Mr. [redacted] ’s complaint was further escalated to the dealer for review. The dealer responded to ViaSat’s inquiry on August 29, 2016, and advised that Mr. [redacted] had been informed of all points at the time of sale. Mr. [redacted] contacted ViaSat on September 1, 2016 regarding the balance due and the status of the account. At this time, Mr. [redacted] was informed that his account had been suspended for nonpayment of service. As Mr. [redacted] wanted to disconnect the account with no early termination fees, he requested to speak to a supervisor. During his conversation with the ViaSat supervisor, Mr. [redacted] was informed of the results of ViaSat’s investigation, at which time he ended the conversation. On November 3, 2016, Mr. [redacted] ’s account was disconnected for nonpayment of service; subsequently, on November 28, 2016, ViaSat charged him an additional $268.50 in early termination fees. This payment failed and was added to the balance due, creating a total amount owed of $339.18. The account was sent to outside collections on December 28, 2016. Mr. [redacted] called the same day regarding the early termination fees. At this time, the ViaSat representative escalated Mr. [redacted] ’s early termination fee waiver request to a supervisor, who determined the charge was valid. ViaSat received another call from Mr. [redacted] on January 6, 2017, at which time the collections balance was discussed. As resolution to this complaint, ViaSat will agree to waive Mr. [redacted] ’s early termination fees of $268.50 in full; however, Mr. [redacted] is responsible for resolving the balance due of $70.68 charged on June 28, 2016. He may make this payment either directly through ViaSat or via the collections agency. Thank you for the opportunity to respond.

Thank you for bringing Mr [redacted] ’s response to ViaSat’s attentionWe apologize that Mr [redacted] feels he couldn’t reach anyone at ViaSat’s Customer Service numberViaSat records all calls for quality assurance purposes and keeps track of each call with an interaction IDViaSat shows that Mr [redacted] spoke with a Customer Service Representative yesterday January 26, regarding the slow speeds and no connectivityViaSat’s Customer Service Representative was not able to correct the issue and advised Mr [redacted] that he will need a service call to correct the issueMr [redacted] was offered the EasyCare product for $a month which allows free service calls; however, Mr [redacted] declined and advised that he would call backViaSat charges $for service calls after the first days of installationViaSat understands that Mr [redacted] needs a service call so the issue can be looked atIn order to arrive at a resolution ViaSat will offer Mr [redacted] a free service callMr [redacted] will want to contact Customer Care at [redacted] and reference ticket # [redacted] to have the free service call set up when he is readyViaSat will also place one free month of service to the accountThank you for allowing ViaSat the opportunity to respondTell us why here

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 I shall continue to check the website to ensure the charge has been waived, but the call center have assured me that I do not owe anything Sincerely, Sukey [redacted]

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedIt is our goal to provide Ms [redacted] with the best internet experience possible.? However, 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 equipment.? Speeds 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 internet.? Some 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 vary.? This 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.? ? ? ? At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on July 29, and available at [redacted] We apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat has attached the signed customer agreement for Ms [redacted] viewingThe Customer Agreement signed by Ms [redacted] on July 29, 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.? If we are unable to process your automatic payment at any time and we do not receive electronic payment from the customer by the due date, the account may be immediately suspended and the customer will remain responsible for all amounts payable by the customer to us.? The Customer Agreement also states that monthly fees are payable each month in advance and such monthly fees will apply for each and every month (or portion of a month) that you are a subscriberIf the customer’s account is suspended for a partial month, they are still responsible for the full month of service.? ViaSat does not agree to waive the early termination fees from the account and no refunds will be issued as the services were usedShould Ms [redacted] wish to disconnect she can contact customer service by phone at ###-###-#### to have the account disconnectedViaSat does not accept written correspondence/email as a form of disconnectionThank you for allowing ViaSat the opportunity to respond Tell us why here

Complaint: [redacted] I am rejecting this response because:I think the resolution agreed by Viasat does not meet my expectationsI still do not understand why a customer with a new and unknown service, does not have a minimum period of time to decide whether to stay with a service or to give up freely without such a high costI was never informed at the time of the sale the minimum commitment of Service for months, nor of the rates of early cancellation, everything was said to me at the moment of requesting the cancellationI tried to improve the service and the solution was to go to the Free Zone schedule from at night to in the morningImpossible solution for people who study and work throughout the day like my family and meAn Internet company that provides an excellent service and knows, does not have any problem for their customers to try their product because they know that they will stay with the service, but a company that does not guarantee the best and knows that the customer is going to have complaints, can not give any trial period, would be absurd, the company would not exist, would go bankrupt, so go to the drastic measure of all or nothing with no time to try and decideI insist that this is a great abuse on the part of Viasat because the safe dissatisfaction with the service would have a high cost, either monetary, or the maintenance of a service that does not satisfy the customer for long months (years) Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any issue he [redacted] have experienced with ViaSat Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr [redacted] on March 9, 2013, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds [redacted] be slowed or restricted for a period of time when customers use their entire monthly system usageMr [redacted] 's is receiving Exede GB plan at $49.99, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB's of monthly data allowance; as well as download speeds up to Mbps and upload speeds up to Mbps The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersSince being installed on March 9, Mr [redacted] has been in violation of the Data Allowance Policy nine timesHowever, each time Mr [redacted] has been educated on how to monitor his usageThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesReview of Mr [redacted] 's account shows that a large portion of his usage is being utilized by file sharing operations such as Bit Torrent Mr [redacted] has contacted ViaSat on several occasions regarding the Data Allowance Policy, and his beliefs that the usage was not being monitored correctlyEach time, ViaSat's customer service representative would review his usage, offer the ability to upgrade the account, and at times, issue a service callAs Mr [redacted] has disputed the information pertaining to his usage and the Data Allowance Policy, ViaSat's customer service representatives has issued $in goodwill credits since his installation in 2013, as a gesture of good faith In response to this complaint, ViaSat internally escalated Mr [redacted] 's account to ensure his usage meter was calculating her data correctlyIt has been determined that Mr [redacted] 's usage meter is working properlyCurrently, Mr [redacted] has utilized GB of the GB allotment, and his usage is scheduled reset on June 12, As ViaSat has internally escalated Ms [redacted] 's account to verify the usage is being monitored correctly, and has issued goodwill credits totaling $1874.57, ViaSat does not believe any further action is requiredIn order to come to a resolution regarding this complaint, ViaSat will agree to apply GB of free additional data onto Mr [redacted] 's account; however, the account will remain on the current plan unless otherwise specified by Mr [redacted] Mr [redacted] also disconnect his ViaSat account without early termination fees if he believes the ViaSat services do not work for his needs Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have monitored my usage on my devices with software that always shows less usage than they do! Those credits were not asked for by me but offered by ViaSat for inconvenience, poor performance, etcThey also told me that I had certain devices attached to my router that I have never even owned! "The most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesReview of Mr [redacted] 's account shows that a large portion of his usage is being utilized by file sharing operations such as Bit Torrent." Per ViaSat above Any large downloading or uploading is always done between 12pm-5am where it is unlimitedThat is always where the discrepancy shows upThere have been many of these same issues found where in fact the provider is at faultBecause of the FAP policy they can always dictate it is correct and you need to buy more data or cancelIf I had landline DSL or broadband this would be a moot point and they know itThey would always suggest I upgrade the account! I have had better things to do with my time that argue with ViaSat hours a week over the last few monthsThey would actually owe me over $in credits based on my lost time and wagesThey already offered an upgrade for one year but declined to do this because of supposed file sharing operations mentioned aboveSo their goodwill was neither good or beneficialIf they offered additional bandwidth or or a discount on my current plan I would work with them Best regards, [redacted] Final Business Response / [redacted] (4000, 14, 2015/06/26) */ Upon review of Mr [redacted] 's account ViaSat does show that he made contact on June 15, with our corporate care representativeOn this date, ViaSat's customer service representative advised Mr [redacted] that he could upgrade his account to the 15GB for the 10GB pricingIf Mr [redacted] would still like to take this offer, please have him contact customer service and reference ticket XXXXXXXXWe apologize for the confusion regarding this informationThank you! Final Consumer Response / [redacted] (2000, 16, 2015/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept under the above terms once they have proved that my monthly bill stays exactly the same @ $for 15GB plan moving forward with no expiration and I do not not have to call in monthly for this to continue

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are 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 Mr [redacted] on January 3, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionThe Customer Agreement signed by Mr [redacted] on January 3, 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 Mr [redacted] ’s credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on January 4, In order to arrive at a resolution ViaSat has agreed to remove the charge of $for the early termination feesViaSat has also contacted the outside collection agency to have Mr [redacted] removedViaSat will not refund the $as this was a valid charge once the account was activatedThank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing Ms [redacted] ’ complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedViaSat did not receive contact from Ms [redacted] between January 6, and April 24, The first contact ViaSat received was on January 6, to discuss the disconnection of her accountDuring her conversation with ViaSat’s representative, Ms [redacted] stated that she called in several times between October and January; however, ViaSat has no record of these calls into our customer service departmentDue to this information, and as the first contact received by ViaSat from Ms [redacted] was on January 6, 2016, ViaSat does not agree to refund the charges between October and JanuaryHowever, as a gesture of good faith ViaSat will agree to refund half of the $collectedA refund of $will be issued via a check and should be received in two to four weeks from today, January 13, Should Ms [redacted] not receive the refund check, please have her contact ViaSat’s customer service department at ###-###-#### and reference ticket [redacted] Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because:The complaint was not about the amount of money, As I wroteThe complaint was about the lack of information, and no final document, closing the account I wish that the respondent had read my complaint Sincerely, [redacted]

Thank you for bringing Ms***’ complaint to our attention.The Customer Agreement signed by Ms [redacted] on January 19, states that monthly service and lease fees are payable in advance Customers are also made aware of this at the time of the sale On December 20, 2017, Ms***’s Viasat bill generated and was paid in the amount of $On December 29, 2017, Ms [redacted] contacted Viasat in order to request a disconnection of her services as she had moved her services to another companyMs [redacted] was read disconnection disclosures, one of which reads the following:“Viasat may charge your payment method on file for any unpaid charges incurred during your current monthly billing cycleViasat will not provide a pro-rated refund for any prepaid fees regardless of when your service is terminated.”Ms [redacted] elected to proceed with the disconnection, and requested a supervisory Viasat representative in regards to her refundNo supervisors were available at the time, and the Viasat representative assisting Ms [redacted] offered a supervisor callback, which Ms [redacted] accepted.On January 4, 2018, Viasat contacted Ms [redacted] and correctly advised that the charges that had occurred were valid charges and that Viasat does not provided prorated refundsAs a gesture of goodwill for the amount of time Ms [redacted] has been with Viasat, Viasat has provided Ms [redacted] with a prorated refund for her services in the amount of $This has been processed as of February 1, 2018, and Ms [redacted] should see the funds returned to her in the next three to five business daysIf Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-Thank you for the opportunity to respond

we never got any emails from them and we didnt cancel the service and we shouldnt be charged for thatthey can do the and then if they would at least do half of the that would be ok Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Thank you for bringing [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by [redacted] on June 15, and available at exede.com/legalWe apologize if [redacted] feels these points were not communicated to her satisfaction ViaSat understands that the service is not going to meet [redacted] needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account when [redacted] is ready to disconnect [redacted] can call customer service at [redacted] and reference ticket number [redacted] Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24- month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on December 16, and available at Exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionMs [redacted] previously had an account with ViaSat that she disconnected and ViaSat agreed to waive the early termination feesMs [redacted] opted to reconnect the account and was advised that the early termination fees would apply on this new account if disconnectedMs [redacted] called ViaSat on April 8, wishing to disconnect with no early termination feesViaSat’s Customer Care representative advised Ms [redacted] that the early termination fees would be valid if the account was disconnectedMs [redacted] started using profanity during this call and got highly upsetViaSat’s Customer Care representative opted to disconnect the call due to this situationViaSat has the ability to pull the calls for quality assurance purposes and they were able to validate thisIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees one more timeShould Ms [redacted] wish to reconnect the account at any time and decides to disconnect again she will be responsible for the early termination feesMs [redacted] will need to make sure the equipment is sent back using the prepaid shipping label and box that ViaSat supplies after the disconnectionThank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat ViaSat's Customer Agreement, signed by Ms [redacted] on November 12, and available at exede.com/legal, advises that ViaSat's price lock guarantee only applies to the monthly internet service fee and the equipment lease fee before any promotional discounts, and excludes all taxes and surcharges Our review of Ms [redacted] 's account shows that she contacted ViaSat on December 5, claiming that she had been offered ViaSat's Liberty GB service plan ($a month, plus applicable taxes and a $monthly equipment lease fee) at $a month for the first months, and had a flyer stating as muchThe ViaSat representative advised Ms [redacted] that she would need to fax in a copy of the flyer she had received as ViaSat was not running any such promotion Ms [redacted] called ViaSat on December 6, regarding the promotion, at which time she was offered a discount of $off her bill per month for monthsMs [redacted] accepted this offer; however, on December 8, 2015, she called back to advise that she no longer wanted that discount offer and instead wanted the pricing quoted on the promotional flyerOnce again, Ms [redacted] was informed that she would need to fax in that documentation, and advised that ViaSat would honor the promotion if that's what was offered on the flyerMs [redacted] was also educated on ViaSat's price lock guarantee at this time ViaSat received a copy of Ms [redacted] 's promotional flyer on December 10, 2015, at which time it was determined that there was no promotion listed for ViaSat's Liberty GB service plan at $for monthsHowever, in order to retain Ms [redacted] as a customer, a discount of $off of Ms [redacted] 's bill per month for months was applied to her account We apologize for any frustration Ms [redacted] may have experienced We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms [redacted] 's complaint Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The agreement I signed in no small print stated that I would be on a promotional discount for monthsThe sales rep that arrived at my home and My documentation states that I pay $49.99/ month with price lock guarantee for monthsWith unlimited Data w/ liberty pass included and an equipment lease of $appliesI also in no time agreed or accepted to settle for $discount from my bill for months like ViaSat statesI verbally stated I would not allow a bandaid to be placed on my caseI informed the representative that I want what was promised to me on paper

Ms [redacted] called ViaSat on October 30, to inquire about the Exede Internet serviceDuring this conversation, the sales representative correctly advised Ms [redacted] that the speed of service was not guaranteed, and that the 24-month minimum service term would begin upon the installation of the service at her homeThe Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer's electronic signatureOur records show Ms [redacted] electronic signature on the Customer Agreement dated November 4, We apologize for any misunderstanding regarding the electronic signature processAs ViaSat was not provided with any opportunity to resolve her issues, if Ms [redacted] chooses to move forward with the disconnection of her account, ViaSat does not agree to waive any portion of her early termination feesThank you [redacted]

Thank you for bringing Ms [redacted] ? complaint to Viasat’s attentionWe apologize for any issues she may have experienced? Our records show Ms [redacted] was receiving Viasat’s Liberty - Boost + WiFi service plan at $59.99, plus applicable taxes and a $monthly lease feeThe Customer Agreement signed by Ms [redacted] on November 04, and available at exede.com/legal, states that Viasat does not provide a refund for unused services regardless of when an account is disconnected? Ms [redacted] contacted Viasat on November 12, to request information regarding her monthly usageDuring this conversation, Ms [redacted] was educated on her usage and ways to saveMs [redacted] did not contact Viasat again until December 12, ? ? Viasat collected $for the monthly services on December 8, ? On December 12, 2017, Viasat received contact from Ms [redacted] who requested the disconnection of her Viasat accountThe Viasat representative offered a free month of service; however, Ms [redacted] declined this offered and requested to disconnect that day ? In order to bring this complaint to resolution, and as a gesture of good faith, Viasat will agree to refund Ms [redacted] the unused services of $to the payment method on fileThe refund should be received by Ms [redacted] within three to five business daysHowever, Viasat does not agree to waive the early termination fees of approximately $165.00, not including taxes ? Additionally, Ms [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? If she has any additional questions or concerns, please have her contact Viasat’s 24-hour Customer Service Department at 1-855- 463- ? Thank you for the opportunity to respond?

Thank you for bringing Mr [redacted] ’ complaint to our attention The Customer Agreement, signed by Mr [redacted] on November 30, and available at exede.com/legal, states that Viasat may discontinue, add to or revise any and all aspects of the service at its sole discretion and without noticeAdditionally, the Customer Agreement also states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term Our records show Mr [redacted] called Viasat on March 21, to inquire what other service plans were available to him, at which time he was informed that he was on the best available plan in his areaMr [redacted] called Viasat again on May 4, to inquire if he could transition to an unlimited service plan, at which time he was informed that they were not yet available in his areaThis was reiterated to Mr [redacted] during a conversation on May 21, The same day, he requested the disconnection of his account, at which time he was reminded of the minimum service term and early termination fees On June 1, 2018, Viasat charged Mr [redacted] $in early termination fees, but no payment was collectedMr [redacted] called in about the balance due on July 5, 2018, at which time he was reminded of the early termination fees The balance due of $stayed on Mr [redacted] account until July 9, 2018, when the account was referred to outside collections Viasat does not agree to waive the balance of $in full; however, as resolution to this complaint, Viasat will agree to waive half of the chargeThis will leave Mr [redacted] responsible for a balance due of $ Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ Thank you for bringing Ms***' complaint to ViaSat's attentionWe apologize for any inconvenience this [redacted] have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on October 12, and available at ***.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat records all calls for quality assurance purposes and was able to listen to Ms***' sales callAt the time of the sales call Ms [redacted] called in and said that she placed an order online for a satellite TV and never saw an option to bundle with [redacted] internet and needed assistance, afterwards the sales agent informed Ms [redacted] that one of our best satellite providers for her area is ViaSat [redacted] and that there was a package called Evolution with 10GB data cap with speeds of up to 12MBPSThe sales agent advised Ms [redacted] that the package will allow her to stream video online gaming and anything you like for only $a month and with this internet package you'll receive additional $off a month on your DTV service for months that would bring down your cable bill to $and that added on to $your total bundle price would be $Ms [redacted] acknowledges and said "Ok, that works"Ms [redacted] was well aware and well informed that the order placed for the internet is ViaSat and not [redacted] that she originally mentionedAt this time should Ms [redacted] wish to disconnect the account she will be responsible for the early termination feesThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never ordered from via sat, I called [redacted] and only year agreement I heard about was for [redacted] I never got to listen to my recording because if so I would definitely point out where they are lyingJust as Via Sat mentioned in their response "[redacted] as she had mentioned." When I asked for [redacted] I had expected [redacted] , as any person wouldI took the matter into my own hands and CANCELLED service with them because IT HAS NOT WORKING AT ALL SINCE I GOT IT (about days)But that's not a good enough reason to let me cancelI've already been charged $70, and for what? For a hole in my roof and a waste of time because I'm the one they're sending on the roof to get the equipment to send back to themWhat if this was happening to my grandmother? So unsafe and I've had nothing but Heck from this company since they weaseled their way into my houseMy husband and I feel like a weight has been lifted to cancel with themIt's such a terrible feeling a company could literally steal money from veterans and no one can do anything about itWe've done nothing but work hard and sacrificed A LOT of our lives, and we come home to illinois to deal with this joke of a companyThey should feel very ashamed, as well as other parties involved, such as [redacted] for allowing it to happenIf a customer asks for something don't just give them something elseI am getting [redacted] now because they do offer coverage for our area, I already asked themI've already spread the word of the wrongdoing these companies have don't to usI will continue to spread the word, and one day all of the "robbing" of people will come to an endThe customer service is very unprofessional as wellJust all around a terrible company and I will be so grateful on the day that the news stations Bring light to what this company has done to so many customersJust looking online you'll see everyone has had a bad time with via sat or [redacted] or [redacted] or whoever they are nowIt Won't be long until they're a thing of the past if they keep this upWhich I know they willWhen thay day comes just know that I wished this upon you, Via Sat, for [redacted] my husband and I overMaybe then you'll realize a company isn't made off of robbing from your customersSo, long story short, I an very dissatisfied with the outcome of the early termination fee BUT we couldn't be happier to not have our name involved with this joke company anymore Final Business Response / [redacted] (4000, 9, 2015/10/26) */ Thank you for bringing Ms***' response to ViaSat's attentionWe apologize that Ms [redacted] feels the way she does regarding the services [redacted] sells the [redacted] services and this is how Ms [redacted] was signed up for the servicesAs stated in the previous response Ms [redacted] knew and confirmed that she was getting the [redacted] services through ViaSatWe apologize that the service did not work out for Ms***The service has been disconnected and the early termination fees will apply to the accountMs [redacted] will want to make sure the equipment is returned in order to avoid any future charges to the accountThank you for allowing ViaSat the opportunity to respond