ViaSat

Thank you for bringing Mr [redacted] rebuttal to our attention. As per our previous response, our records indicate that Mr [redacted] disconnection was processed on April 13, We apologize for any inconvenience this may have caused him. On May 12, 2016, Mr [redacted] account was billed $567.47, $for early termination fees and $for his first month’s past due balanceSince Mr [redacted] had requested a stop date of his payment method, no charge was attempted, thus leaving the past due balance on Mr [redacted] accountOn May 31, 2016, that balance was written off to Viasat’s collections agenciesHowever, per our last response, Mr [redacted] account was fully removed from collections on February 21, 2017. Viasat did not report Mr [redacted] account to any credit agencies.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 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 provided no further unauthorized charges are madeIf yet another charge appears, we'll need to reopen this complaint Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:They did put my service back to the Essential but they did not clear our data usedIf we had been on the plan we were supposed to be, we would not have used up our 10gb of dataAnd we still have days to go in the month Sincerely, [redacted]

Thank you for bringing Ms [redacted] ’s complaint to our attention Ms [redacted] is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAs Ms [redacted] ordered service during a promotional period, she is receiving a discount of $off her bill per month for months, as well as a $credit for the EasyCare fee for the same length of time Our records show Ms [redacted] ordered service on January 4, through a local Viasat dealer, and the service was installed on January 5, On January 8, 2018, Viasat charged Ms [redacted] $in monthly service fees plus prorated fees based on the installation of the serviceMs [redacted] called in about this charge the same day, at which time the charges were explained to herWhen Ms [redacted] advised she felt she’d been misinformed at the point of sale, the Viasat representative offered to apply a goodwill credit of $to the accountMs [redacted] acceptedUnfortunately, this request was not submitted properly, and was subsequently rejected on January 9, We apologize for any frustration this may have caused Ms [redacted] to experience Ms [redacted] called several times between January 12, and January 25, regarding her billing and point of sale concernsEach time, she was provided with information regarding her service plan pricingOn January 23, 2018, Ms [redacted] inquired how many months she had remaining within Viasat’s 24-month minimum service term, and was correctly informedShe called back a second time that same day to inquire about transitioning her service plan to a lower-priced plan and was informed that she would not be charged for the transition, but that she would see prorated fees on her next bill On January 25, 2018, Ms [redacted] chatted in to Customer Service to explain her point of sale concernsThe Viasat representative reviewed the invoice and informed Ms [redacted] that Viasat did not provide an unlimited service plan at $When Ms [redacted] expressed interest in disconnection, the Viasat representative offered to call Ms [redacted] to further assist herMs [redacted] did not accept the offerThe Viasat representative informed Ms [redacted] that they would be unable to adjust the pricing of her service planMs [redacted] was also informed that the previous credit request had been rejected, and that the credit would be reapplied to her accountThis was processed successfully The Customer Agreement 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 term As resolution to this complaint, Viasat will agree to waive Ms [redacted] ’s early termination fees in fullMs [redacted] will be 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 ***? 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 would like to move forward with disconnecting her service, Ms [redacted] may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no [redacted] Thank you for the opportunity to respond

As stated in ViaSat’s previous replies, ViaSat does not have a payment method on file and therefore we are unable to issue any refunds to [redacted] The payment method on file was removed on June 15, Additionally, ViaSat collected payments on 2.1.2017, 3.1.2017, and 4.1.2017, equaling $in payments ? If the charges collected are fraud due to the account being established by a previous tenant and she is unable to retrieve the funds via her bank account, she may file a police report in an attempt to retrieve the lost funds directly from the previous tenant ? We apologize for any confusion or frustration this situation might have caused

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 meWe are very pleased with prompt response and detailed explaination of costs, fees as detailed by businesses response and agree with ViaSats responseWe await USPS invoice but otherwise acceptable with our claim and wish to close as such Sincerely, [redacted]

Thank you for bringing [redacted] ’ complaint to our attention. The Customer Agreement, signed by [redacted] , an authorized signer, on March 16, 2012 and available at exede.com/legal, advises that customers are responsible for returning ViaSat’s modem and transceiver within 30 days after... disconnection. Failure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxes. ViaSat supplies customers with a [redacted] box, free return shipping label, and illustrated instruction within a week after their disconnection. Our records show [redacted] called ViaSat on July 5, 2017 to disconnect her account, at which time she was informed of all disconnection disclosures, including the equipment return requirements. Per ***, the equipment return kit was delivered to [redacted] ’ front door on July 7, 2017. ViaSat received notice from [redacted] on August 3, 2017 that she was not in possession of the equipment return kit, and requested that one be sent out. Unfortunately, this request was not escalated correctly. We apologize for any frustration this may have caused [redacted] to experience. As ViaSat had not received the equipment, on August 20, 2017, [redacted] was charged $321.75 in unreturned equipment fees, but the payment failed. [redacted] called ViaSat on August 31, 2017 regarding the charge to her account, at which time she advised that she still had not received the equipment return kit. During this conversation, the ViaSat representative reviewed [redacted] account and the tracking information in ***, and informed her that a box had been delivered to her on July 7, 2017. [redacted] requested another one be sent out and the removal of her payment method from her account. It may take up to a week for a customer’s payment method to be removed from an account once it has been requested. We apologize if this was not communicated clearly to [redacted] . Unfortunately, the request for a new box was once again not escalated correctly. We apologize for any frustration this may have caused [redacted] to experience. On September 1, 2017, ViaSat successfully collected a payment of $321.75 in unreturned equipment fees from [redacted] . She called about the charge on September 3, 2017, at which time she requested to speak to a supervisor. During her conversation with the ViaSat supervisor, [redacted] requested that she be sent a box and that a refund be issued to her. When the ViaSat supervisor advised that a refund would not be issued until the equipment had been returned, [redacted] requested to speak to another supervisor, and her call was transferred accordingly. [redacted] ’ payment method was removed later the same day. During her call with the second supervisor, [redacted] was informed that a second equipment return kit would be ordered, but would not ship out until after the upcoming holiday. The escalation was created successfully, and a box was delivered to [redacted] ’ front door on September 6, 2017. The equipment was returned to ViaSat on September 9, 2017. On September 13, 2017, a refund check for $321.75 was approved to be sent to [redacted] ’ home address per the return of the equipment. She was informed of this on September 14, 2017. On September 19, 2017, she was advised that it could take 7 to 14 business days from the approval date for her to receive the check. [redacted] contacted ViaSat on September 26, 2017 to advise that she had received the check, but her name had been misspelled, rendering the check invalid. Per her request, her call was transferred to a supervisor for further assistance. During her conversation with the ViaSat supervisor, [redacted] was informed that a request for a new check would be escalated with the correct spelling of her name. On October 6, 2017, a new check was approved to be sent to [redacted] . [redacted] received this check on October 11, 2017, but called to advise ViaSat that her name was still incorrect. [redacted] requested to speak to a supervisor; however, there were none available. The ViaSat representative escalated a request for a supervisor to call [redacted] back. WE apologize if [redacted] did not receive contact from a ViaSat supervisor. [redacted] called back on October 19, 2017 regarding the validity of the checks she’d received, at which time a request for a refund was escalated. [redacted] called for a status update regarding this refund request on October 24, 2017, at which time she was informed it was still open and being reviewed, and advised of the 7 to 14 business day timeframe for refunds. Unfortunately, as it was not specified that a check was required, the refund request was rejected the same day as [redacted] ’ payment method was no longer on the account. [redacted] updated her payment later the same day. ViaSat received calls from [redacted] on October 31, 2017 and November 6, 2017 regarding the status of her refund request. During both conversations, she was incorrectly informed that the refund was still being worked. We apologize for any frustration this may have caused [redacted] to experience. [redacted] called a second time on November 6, 2017, at which time she was provided with the fax information to ViaSat’s Corporate Resolution Team so she could send a concern regarding the checks she’d received. As resolution to this complaint, ViaSat has issued a refund of $321.75 to [redacted] ’ payment method electronically as of November 7, 2017. [redacted] should be informed that it may take 3 to 5 business days for her to see it deposited into her account. 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 customers are advised of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreementWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionIn order to arrive at a resolution ViaSat will waive Ms [redacted] early termination fees should she decide to disconnect the accountMs [redacted] can call customer care at 866-945-when she is ready to disconnect so the disclosures can be readMs [redacted] will want to reference ticket number [redacted] when she callsThank for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Per the Customer Agreement signed by Mrs [redacted] on December 14, 2015, during your Minimum Service Term, ViaSat will repair or replace defective Equipment returned to ViaSat's designated address. For the first days after activation of your Service, coverage includes any applicable labor charges for service calls. After the first days, ViaSat’s standard service call charge shall apply to all service calls by ViaSatYou shall notify us promptly of any defect in, damage to, or accident involving your leased Equipment by calling 1-866-945-3258. All maintenance and repair of Equipment shall be performed by us or our designee(s). ViaSat may charge you for any repairs that are necessitated by any damage to, or misuse of, the EquipmentOn May 10, 2016, ViaSat received a call from Mrs [redacted] who stated they had no connectionDuring this conversation, the ViaSat representative advised her of the service call needed, and the applicable charge associated with itHowever, the representative also informed Mrs [redacted] of ViaSat’s new EasyCare program available to customersViaSat’s EasyCare program offers customers the ability to pay $monthly for any potential service calls needed Mr [redacted] contacted ViaSat on May 11, via our online chat system to dispute this charge, and to request the disconnection of his ViaSat services due to the charge associated with a service callMr [redacted] was informed of the applicable early termination fees should he wish to disconnect, and that he would need to call in to have the account disconnectedSince this date, ViaSat has not received contact from Mr***In response to this complaint ViaSat does not agree to waive Mr [redacted] early termination fees should he wish to disconnect his services; however, ViaSat does agree to issue a service call at no charge to Mr [redacted] should he wish to resolve the connectivity issuesMr [redacted] may contact ViaSat’s 24-Hour customer service department at 1- 855-463-and reference ticket [redacted] Mr [redacted] may request the removal of the EasyCare program, and to have a standard $service call issued at no charge Thank you for the opportunity to respond

It was made very clear during my first conversation with your company that I intended to pay you by an online bill payment systemYour sales associate did knowingly enter into a contract that your company did not and could not possibly fulfill on your endYour are vicariously liable for the actions of this associateI previously provided the information requested in your most recent replayI was told by your customer service manager that you did not have a customer service email for use by meI then faxed the information to your numberWhy did you not read the information and resolve the issue at that time? Your recent response to this Revdex.com complaint by email certainly suggest another fraudulent and untruthful representation by your companies management staffI again request that you drop the early termination fee from a contract that was obtained in a fraudulent mannerI do appreciate you provided the contract in question an after review it is clear that is not my signatureI have attached the exact same information provided previously that you did nothing withWhen you honor my request for resolution in reference to the contractI will gladly open and follow the directions to return the equipment provided by you for use by meThank you [redacted]

Thank you for bringing Ms [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 Ms [redacted] on July 1, and available at [redacted] We apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat understands that the services are not meeting the needs or expectations for Ms [redacted] In order to arrive at resolution ViaSat is willing to waive the early termination fees should Ms [redacted] wish to disconnect the accountMs [redacted] will need to contact customer care at [redacted] and reference ticket number [redacted] to have the account disconnected and to have the disclosures readMs [redacted] will be responsible for sending back two pieces of equipment using a prepaid shipping label and box that is sent courtesy of [redacted] once the account is disconnectedThank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Thank you for bringing Mrand Mrs [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation [redacted] have caused Customers are made aware of ViaSat's Data Allowance Policy at the time of sale Our Data Allowance Policy is addressed on the first page of the Customer Agreement, 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 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 files ViaSat's Consumer Affairs team was contacted on June 18, to discuss the Data Allowance Policy and to question their usageOn this date, ViaSat researched Mrand Mrs [redacted] 's account and determined that the service was restored from the Vacation plan on Monday June 15, On this same date, ViaSat confirmed between 3pm to 7pm software updates occurred on the account; this is what caused the usage to spike in one day In order to arrive at a resolution, ViaSat reset Mrand Mrs [redacted] 's usage to zero on June 18, This allowed Mrand Mrs [redacted] to have access to their entire usage for the month of JuneAs of today, June 22, 2015, Mrand Mrs [redacted] 's usage is at GB of their 10GB planTheir usage will reset again on June 24, Thank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all they are making it seem as though they gave us the whole month of June when in fact it was only five days (June - June 23) and they only released the 3gb I really do not buy that we used 3gb in four hours as they claimEven though it might have been for a software update as they claim (I have my computer set at NO UPDATES), it is hard to imagine using that much in such a short timeI do not even use GB in a MONTH with my Verizon data plan, where I use ***-by- [redacted] navigation, You Tube, Facebook, email, and browse the webAn agency needs to look at how they measure their dataThere are many sites that have people complaining on how they charge for their usage Thank you [redacted] and Patti [redacted] Final Business Response / [redacted] (4000, 9, 2015/06/26) */ Per ViaSat's previous reply, Mrand Mrs [redacted] 's account was reviewed to determine that the usage was used due to software updatesAdditionally, ViaSat reset Mrand Mrs [redacted] 's usage on June 18, as a gesture of a good faithMrand Mrs [redacted] 's usage did reset again on June 24, As of today, June 26, 2015, they have used .9GB of their 10GB planViaSat believes that as we have reviewed the account, and reset the usage, there is no further action required on ViaSat's behalfThank you

Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedPer ViaSat's Customer agreement signed by Ms [redacted] on December 23, 2014, the customer represents that there are no legal, contractual or similar restrictions on the installation of the equipment in the location (s) the customer has authorizedIt is the customer's responsibility to ensure compliance with all applicable building codes, zoning ordinances, homeowners' association rules, covenants, conditions, and restrictions related to the service, to pay any fees or other charges, and to obtain any permits, or authorizations necessary for the service (collectively "legal requirements")The customer is solely responsible for any fines or similar charges for violation of any applicable legal requirementsThe customer acknowledges and agrees that ViaSat or its designated service provider will be required to access your premises and computer to install and maintain the equipment, including the antenna and its componentsThis will include attaching the equipment to your computer, installing software on your computer and configuring your computer to optimize the performance of the Internet serviceThe customer confirms that they have reviewed the installation plan and agreed to any associated chargesIf the customer approves a roof mount, they acknowledge the potential risks associated with this type of installationBy signing this agreement, scheduling a service or installation visit, and permitting us or our service provider to enter the customer's home, you are authorizing ViaSat and its service provider to perform all the above actionsThe customer is responsible for backing up the data on the computer and we highly recommend that you do so prior to permitting access to us or one of our designated service providersNeither ViaSat nor its service provider shall have any liability whatsoever for any losses resulting from the equipment or any installation, repair or other services associated with the equipment, including without limitation, damage to the premises, or loss of software, data or other information for your computerThis limitation does not apply to any damages arising from gross negligence or willful misconduct of us or one of our designated providersTime frames for installation, if any, are not guaranteed and may vary depending on the types of services requested and other factors The above information is located in the customer agreement signed by Ms [redacted] in section under Installation of equipmentViaSat will not be responsible for any damages caused to the home as Ms [redacted] the tenant agreed to the location of the installation and signed off on the agreementViaSat's technicians are not responsible for searching property taxes or websites to see who the owner of the home isThis will be an issue you will want to address with the landlord of the home moving forward ViaSat does not agree to waive the early termination fees from this account as Ms [redacted] decided to disconnect her account on her own without fulfilling her 24-month minimum service term commitmentThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never signed anythingShow me where I signed this Final Business Response / [redacted] (4000, 9, 2015/10/07) */ Thank you for bringing Ms [redacted] 's response to ViaSat's attentionAt the time of installation ViaSat requires all customer's to sign our electronic customer agreement in order to have the services installedThe services cannot be provisioned and will not work until that agreement is signedMs [redacted] electronically signed the agreement on December 23, ViaSat has attached a copy of the electronic customer agreement signed by Ms [redacted] Thank you for allowing ViaSat 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 Mr [redacted] ***’s complaint to our attention The Customer Agreement provided to each new customer, signed by Mr [redacted] 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 term Our records show Mr [redacted] called Viasat on October 31, because he was unable to connect his television to the internet serviceAt this time, the Viasat representative guided Mr [redacted] through troubleshooting, and he was able to connect successfully when he used a second deviceIt was recommended that Mr [redacted] seek the assistance of a television service technician A second call was received from Mr [redacted] the same day regarding an issue with his connection, at which time he was guided through troubleshooting once againThe Viasat representative informed Mr [redacted] that there did not appear to be an issue with his equipment, per the diagnostics from his modemMr [redacted] advised he would call back Mr [redacted] called Viasat on November 1, to disconnect service, expressing that he felt he had been misinformed at the point of saleThe Viasat representative advised Mr [redacted] of the disconnection disclosures and processed his requestPer Mr [redacted] ***’s request, an internal escalation was created to inquire of the early termination fees could be waivedThis waiver request was denied on November 2, On December 1, 2017, Viasat collected early termination fees from Mr [redacted] in the amount of $Mr [redacted] was informed that his waiver request had been denied on December 3, 2017, and again on December 5, As resolution to this complaint and in consideration of Mr [redacted] ***’s short term as a Viasat subscriber, ViaSat has issued a refund of $to his payment method as of December 6, Our review of Mr [redacted] ***’s account shows that he has returned Viasat’s modem, but not the transceiverMr [redacted] should be advised that failure to return the transceiver will result in an unreturned equipment fee of $150.00, not including taxes, per the Customer AgreementIf Mr [redacted] requires another equipment return kit be sent to him, he may request one by contacting Viasat’s 24-hour Customer Service Department at ###-###-#### Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any frustration he may have experienced The Customer Agreement, signed by Mr [redacted] authorized signer, on April 18, and available at exede.com/legal, states that customers are responsible for returning ViaSat's modem and transceiver within days after their disconnectionFailure to return this equipment will result in an unreturned equipment fee of up to $300.00, not including taxesA prepaid UPS box with free return shipping label and illustrated instructions is delivered to a customer's mailing address within a week after the disconnection of their account for the return of ViaSat's equipment Mr [redacted] contacted ViaSat on June 17, to disconnect his account because he was moving to a new home addressDuring this conversation, the ViaSat representative reviewed all disconnection disclosures with Mr [redacted] , including the return of ViaSat's equipmentThe UPS box was delivered to Mr [redacted] 's home on June 26, On July 20, 2015, ViaSat was alerted that Mr [redacted] had not returned the ViaSat equipmentAs Mr [redacted] 's bill cycle date is scheduled for the 20th of each month, he was charged an unreturned equipment fee of $the same dayViaSat received notice on July 21, that his equipment had been returnedMr [redacted] requested the removal of his payment method from ViaSat's systems on July 22, As Mr [redacted] 's equipment had been returned, an attempt to automatically refund the unreturned equipment fees was made by ViaSat's billing system on July 29, 2015; however, as there was no payment method on file, per Mr [redacted] 's request, the refund attempt was unsuccessful ViaSat did not hear back from Mr [redacted] regarding his refund until August 20, During this conversation, Mr [redacted] was incorrectly advised that the refund had been issued to him that dayViaSat received another call from Mr [redacted] on August 24, because he still had not received his refund, and the matter was escalated for review In order to come to a resolution regarding this complaint, ViaSat will issue a refund of $to Mr [redacted] As he does not have a payment method on file, this refund will be issued via check to [redacted] XXXXX, per Mr [redacted] 's requestMr [redacted] should be advised that it may take 4-weeks for him to receive this check Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) There are inaccuracies in Viasat's response, just as Ibreceived inaccuracies on each of calls over a week period I returned the boxes for disconnect of two services on the very day that Biasat sent the call tags by UPS One box made it in a timely manner, but according to Viasat, the other did notPerhaps Viasat could have sent the call tags a few days earlier! I did not cancel service because I was movingI canceled because Viasat has been more problems than it was worth to me since day one [redacted] was not an authorized sign or for me - He was Viasat's part time installer in this areaI had been led to believe by him that I was purchasing the equipment with the exorbitant installation fees Now I understand that they were lease fees which I paid upfront with the installation feeI was told when I asked for my payment method to be removed from my two accounts, that the credit card info would still be retained for "any unexpected charges" pertaining to my account, however removal would disallow further auto charges to my credit card

Thank you for bringing [redacted] ’ complaint to our attention Our records show [redacted] ordered her service through [redacted] , an authorized ViaSat sales agentUnfortunately, purchasing ViaSat’s service with [redacted] does not bundle the billingViaSat and [redacted] handle customer billing for their own services and, therefore, [redacted] was billed separately by ViaSat for Exede Internet service At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance PolicyEach of these points is further addressed in ViaSat’s Customer Agreement signed by [redacted] on May 24, 2017and also available at exede.com/legalThe [redacted] sales agent was required to make [redacted] aware of these pointsWe apologize these points were not clearly communicated to [redacted] at the point of sale [redacted] was receiving ViaSat’s Liberty + Free Zone service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly priority data, download speeds up to Mbps, and upload speeds up to MbpsPursuant 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 resetsCurrently, ViaSat neither has nor advertises an unlimited plan Our records show [redacted] called ViaSat on May 24, because she was unable to connect after being installedDuring this conversation, the ViaSat representative attempted to guide [redacted] through troubleshooting; however, the call dropped before resolution could be obtainedThe ViaSat representative attempted to call [redacted] to complete troubleshooting, but there was no answer and no opportunity to leave a message On May 28, 2017, ViaSat charged [redacted] $for monthly service, plus prorated fees based on her installation dateShe called ViaSat on May 29, with questions regarding her billing and the Data Allowance PolicyDuring this conversation, [redacted] informed the representative that she’d believed her bill would be bundled with [redacted] for $a monthThe ViaSat representative educated [redacted] on the ViaSat billing and the Data Allowance Policy [redacted] advised she would contact [redacted] regarding her point of sale concerns ViaSat received another call from [redacted] on May 30, 2017, at which time she requested the disconnection of her account because she thought she would be receiving and bundled with ***’s serviceThe ViaSat representative offered [redacted] a discount of $off per month for months, and a free month of service [redacted] declined the offers and moved forward with disconnecting service The Customer Agreement 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 term On June 28, 2017, ViaSat collected a payment of $from [redacted] for her early termination fees [redacted] contacted ViaSat via email requesting a refund for her monthly service payment and a waiver of the early termination fees on June 30, In response, the ViaSat representative informed [redacted] that the early termination fees were valid [redacted] contacted ViaSat via online chat the same day regarding the early termination fees, but ended the interaction shortly after ViaSat received a call from [redacted] on July 12, requesting a refund for the early termination fees; however, she ended the interaction before the ViaSat representative could fully review her accountThe same day, ViaSat’s [redacted] (***) received an escalation regarding [redacted] ’ point of sale concernsAs a result, it was determined that [redacted] ’ early termination fees would be refunded, as well as her first month of serviceA [redacted] representative attempted to reach out to [redacted] the same day, but there was no answer and a message was left As resolution to this complaint, ViaSat has issued a refund of $for the early termination fees and monthly service fee as of July 24, [redacted] should be advised that it may take three to five (3-5) business days for her to see this amount deposited into her account Thank you for the opportunity to respond

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 August 27, and available at exede.com/legal, advises that customers are responsible for returning ViaSat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a [redacted] box, free return shipping label, and illustrated instructions within a week after disconnection Our records show Ms [redacted] called ViaSat on November 25, to disconnect her account because she was movingDuring this conversation, Ms [redacted] was offered the opportunity to move ViaSat’s service to her new location, but she declinedAfter the ViaSat representative informed Ms [redacted] of the disconnection disclosures, Ms [redacted] advised that she would call back on December 8, to disconnect serviceViaSat received a second call the same day from Ms [redacted] inquiring if ViaSat could ship the [redacted] box to her prior to the disconnection of service, at which time a request was escalatedMs [redacted] should have been informed that ViaSat cannot ship out an equipment return kit prior to disconnection ViaSat collected a payment of $from her on November 28, for her monthly service feesAs ViaSat did not receive a call back from Ms [redacted] on December 8, 2016, her account remained active On December 20, 2016, ViaSat received notification that Ms [redacted] had returned her equipment via a third-party shipping companyHowever, returning the equipment does not automatically disconnect an account; therefore, on December 28, 2016, ViaSat collected another payment of $in monthly service fees from Ms [redacted] Ms [redacted] called ViaSat on January 10, regarding the charge to her account, at which time she was advised that her account was still active as she had not called back to disconnectThe ViaSat representative informed Ms [redacted] of the disconnection procedurePer Ms [redacted] ’s request, her call was transferred to a ViaSat supervisor for further assistance During her conversation with the ViaSat supervisor, Ms [redacted] requested a refund for the December 28, chargeThe ViaSat supervisor informed Ms [redacted] that they would escalate the request, but that it was not guaranteed to be approved On January 11, 2017, a refund of $was issued to Ms [redacted] ’s payment method Ms [redacted] called ViaSat on January 17, because she’d received notice that she owed a balance of $It was explained to Ms [redacted] that the balance due was because of the refundMs [redacted] did not owe this amount to ViaSatAt this time, she requested that her payment method be removed from her accountThis was successfully processed on January 20, Due to an error, on February 28, 2017, Ms [redacted] was charged $in unreturned equipment feesAs no payment method was on file, no amount was collectedMs [redacted] called ViaSat on March 1, regarding the balance due, at which time she was advised that an internal escalation would be created so her equipment could be located In response to this complaint, ViaSat has reviewed Ms [redacted] ’s account and determined that her equipment has been returnedAs of March 2, 2017, the balance due of $has been waived from the account We apologize for any frustration Ms [redacted] may have experiencedThank you for the opportunity to respond

Thank you for bringing [redacted] ’s complaint regarding the billing of her ViaSat account to our attention The Customer Agreement signed by [redacted] on November 26, states that monthly service and lease fees are payable in advanceCustomers are also made aware of this at the time of the sale On May 15, 2017, [redacted] contacted ViaSat to discuss the connectivity of her ViaSat accountDuring this conversation the ViaSat representative informed [redacted] that a service call was necessary; however, [redacted] requested the disconnection of her ViaSat account [redacted] was then educated about the early termination fees of approximately $upon disconnection of her ViaSat accountSubsequently per [redacted] ’s request her ViaSat account was disconnected on this date [redacted] contacted ViaSat on June 19, regarding the lease recovery equipment kit, as she had not received itDuring this conversation the ViaSat representative advised [redacted] that once her leased ViaSat equipment had been returned the outstanding balance of $would be waivedWe apologize for any misinformation that [redacted] may have received during this conversation As of today, July 13, ViaSat has yet to receive [redacted] ’s leased equipment [redacted] was responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a prepaid return shipping label was to be delivered to her home address within a week after her disconnection, and it included return instructions Currently, [redacted] has a past due balance of $which includes the early termination fees of $and non-returned equipment fees of $ In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to waive the charges of $for the early termination feesViaSat is unwilling to waive the fees associated with the leased equipment until the equipment has been returnedOnce the equipment has been returned, ViaSat will agree to waive the fees associated with the non-returned equipment If MsThomson needs new shipping labels and boxes sent to her, she may contact ViaSat’s 24-hour Customer Service department at [redacted] Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attention.Our records show Ms [redacted] was receiving Viasat’s Unlimited Data Silver service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.The Customer Agreement provided to each new customer, and signed by MsSukey [redacted] on February 28, 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 term.On February 28, 2018, Ms [redacted] contacted Viasat to request a disconnection of her servicesShe stated that she had been informed that the Unlimited Silver plan had a threshold of GB by her technician and sales representativeMs [redacted] was advised that the Unlimited plans have no hard data limit, and that she should only experience prioritization after she had reached her threshold limit and if there was congestion in the areaMs [redacted] chose not to proceed with her disconnectionOn March 20, 2018, Ms [redacted] contacted Viasat to request a technician complaint be placed against her installing technician, as she stated that she had been advised there would be no loss of speeds with her planMs [redacted] requested a disconnection of her services, stating that she was within a trial periodA Viasat representative advised her that Viasat does not offer a trial period, but honored Ms [redacted] ’s request to disconnect her servicesDisconnection disclosures were read, including information about early termination feesAlso on March 20, 2018, Ms [redacted] contacted Viasat to request to speak to a supervisory representative about her disconnectionThe Viasat representative advised her that they could internally escalate her request to review her account for a waiver of the early termination fees, which was done the same dayThe request for the waiver was correctly denied based on the information given at the time.On April 1, 2018, Viasat billed Ms [redacted] in the amount of $for early termination feesDue to Viasat not having an updated payment method on file, no charge went through, and no payment was collected by ViasatThis has created a past due amount on Ms [redacted] ’s accountOn April 6, 2018, Ms [redacted] contacted Viasat multiple times about her early termination fees and the reasoning behind her disconnectShe was advised by a supervisory representative that the sales call would be listened to to determine if Ms [redacted] had been misinformed or notOn April 7, 2018, the supervisory representative notated that Ms [redacted] ’s story had been accurate, and requested internally that Ms [redacted] ’s past due balance be waivedIn resolution to this complaint, Viasat will honor the waiver of early termination fees for Ms [redacted] ’s accountWe apologize for any misinformation she might have been givenThe waiver has been applied as of April 9, If Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond