ViaSat

Thank you for bringing Mr [redacted] /***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr***’s account was disconnected on 1/19/as he moved service and no longer needed ViaSat’s serviceMr [redacted] had months remaining on his contract, ViaSat charges $for each remaining month on the contact which would have been $not including taxesWe apologize that Mr [redacted] was advised $On February 8, a bill came due for a total of $which was for the early termination feesMr [redacted] had a credit on the account of $so this was deducted from the $that was owed leaving the balance at the $This charge is a valid charge for the early termination fees and will not be refunded as this was discussed at the time of disconnectionIn order to arrive at a resolution ViaSat will send the invoice via USPS today March 4, and will send the invoice to the email providedOnce again we apologize to Mr [redacted] for any inconvenience this may have causedThank 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] ***It seems that this matter has been resolved with Excede. We wish to keep the original... complaint as it stands because we feel the company practices poor business judgments and are lacking in their communication skills and customer service. We incurred direct expenses due to their poor practices and would not recommend their internet service to others. Thank you for your time regarding this matter.

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any confusion she may have experienced At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term commitment and installation requirementsThey are also advised that ViaSat pre-authorizes their payment method for $to confirm that the payment method is validThe pre-authorization is immediately reversed after confirmation; however, some card-issuing banks may hold the funds for up to approximately three days based on bank policiesViaSat does not collect this amount, nor is it an account setup or installation feeWe apologize if Ms [redacted] feels these points were not communicated to her satisfaction Regarding the upfront standard installation fee of $99.99, our records show that ViaSat is currently offering free installations in Ms [redacted] ’s areaDue to an error, Ms [redacted] was charged the $on February 1, We apologize for any frustration she may have experienced because of this Ms [redacted] called ViaSat on February 3, to cancel her installation because she did not have permission from her landlord to have a dish installed at the homeDuring this conversation, Ms [redacted] mentioned that she’d been charged the $installation feeMs [redacted] was refunded for this amount the same dayIt may take three to five business days from the issue date for Ms [redacted] to see the amount deposited back into 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] complaint Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because:There is no further action required, BUT I'd like my complaint to be kept on file No time was I told by Viasat that there was a day period required to change my payment method No time was I told there was early termination fee of contract, no time was I told there was no day trial period, no time was I told there were internet data limits, no time was I told my internet speed would drop to 1-mbpd I asked to speak to customer service supervisor and was denied Their internet connection was so bad I had to go to library to use internet Their internet installer used "aluminium foil" to seal the holes in my hard wood floors he passed the cable through Worst customer service I've ever experienced Please post these comments do other potential customers can read.Thanks Revdex.com for your quick attention and service on my complaint Sincerely, [redacted]

Thank you for bringing Mr [redacted] complaint to our attentionWe apologize for any confusion he may have experienced Our records show ViaSat received a Revdex.com complaint from Mr [redacted] on December 9, because he did not believe he had not the promotional offering of $off for the first months of service sold to him when he’d ordered serviceIn response to this complaint, ViaSat reviewed Mr [redacted] account thoroughly, at which time it was determined that he had, in fact, received the above-stated discount Pursuant to Section 3.1(b) of the Customer Agreement signed by Mr [redacted] on September 28, and available at www.exede.com/legal, customers agree to pay all applicable federal, state and local taxes, fees and surcharges related to the use of the service, provision of services, software or hardware The Annual Property Tax Recovery Fee is a fee ViaSat collects in order to recover the costs associated with paying property taxes on the leased equipment installed at a customer's home (modem, transceiver, antennae)This fee varies from county to county and state to state, and is based on the county in which a customer has service On April 1, 2016, ViaSat collected an Annual Property Tax Recovery Fee in the amount of $along with Mr [redacted] monthly service fees Mr [redacted] called ViaSat on April 10, because he could not connect, at which time he was advised that there was a network outage impacting his servicesViaSat received an email from Mr [redacted] on April 11, in regards to the outage, at which time a $goodwill credit was applied to his accountThis credit is reflected on his May 1, bill Regarding Mr [redacted] service transition, our records show he transitioned his service plan from ViaSat’s Exede Liberty GB play ($a month, plus applicable taxes and a $monthly equipment lease fee) to the Exede Essential 10GB plan ($a month, plus applicable taxes and a $monthly equipment lease fee) on April 30, 2016, the day before his bill cycle dateBecause the system did not have time to process Mr [redacted] transition request, he was charged for the Liberty GB plan on May 1, 2016, minus the $goodwill credit he received In order to come to a resolution to this complaint, ViaSat will issue Mr [redacted] a refund of $for the difference between what he paid for his May 1, ($70.87) and what he would have paid had his service transition request had processed in time ($50.87)This refund has been issued to Mr [redacted] payment method as of May 18, He will see the amount deposited into his account within 3-business days from the issue date If Mr [redacted] chooses to disconnect his service, ViaSat does not agree to waive his early termination fees Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Thank you for bringing Mr***'s complaint to ViaSat's attentionViaSat apologizes 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 20, and available at exede.com/legalViaSat apologizes if Mr [redacted] feels these points were not communicated to his satisfactionAfter reviewing the account ViaSat has determined that Mr***'s usage is going towards Web Browsing, Filesharing (Bittorent), Software Updates, Media (Video or Audio) YouTube, Other Traffic, File Transfers, Instant Messaging, Social Networking, along with Windows and IOS UpdatesViaSat offers larger packages that may suit Mr***'s needs and expectations, currently Mr [redacted] in on the GB planViaSat offers two other plans one with GB priced at $per month and the other at GB for $per monthIn order to arrive at a resolution should Mr [redacted] wish to disconnect the account ViaSat will agree to waive half of the early termination feesMr [redacted] can call customer care and reference ticket number XXXXXXXXThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] ’ complaint to our attention.Our records show Mr [redacted] was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speed to you.? Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.The Customer Agreement provided to each new customer, and signed by Mr [redacted] on March 1, 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 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 March 1, 2018, Mr [redacted] contacted Viasat to advise that he was experiencing slow speedsA Viasat representative assisting him determined that his modem was offlineAfter rebooting the modem, the customer reported that his speeds were back within range of his plan, and the issue considered resolved.? On March 2, 2018, Mr [redacted] contacted Viasat to state that the system was not workingThe Viasat representative assisting Mr [redacted] attempted to determine the source of the issue, but was unable to due to the call disconnectingThe representative contacted Mr [redacted] back, and again the call was disconnectedTherefore, no changes were made to Mr [redacted] account.? On the same day, Mr [redacted] contacted Viasat to request a disconnection of his services due to the speed of his serviceMr [redacted] declined any troubleshooting and stated that he did not sign a contractThe disconnection was processed as requested.? On March 4, 2018, Mr [redacted] was billed $for fees associated with his service and early termination feesViasat has not been successful in taking payment, and as such, the balance remains on Mr [redacted] ’ account as a past due balance.In response to this complaint, Viasat has internally escalated Mr [redacted] ' damage claim for review as of March 5, 2018.At this time, Viasat feels that all the appropriate actions have been taken, and does not agree to waive Mr [redacted] ’ early termination fees, as he did not allow Viasat the chance required per the Customer Agreement to determine the source of his issues and resolve them.? Mr [redacted] is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.? A UPS box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.Thank you for the opportunity to respond.?

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms [redacted] on July 31, 2015, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage 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 filesDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer's home, network congestion, as well as the customer's computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity Ms [redacted] contacted ViaSat's Customer Service Department on August 11, to discuss the disconnection of her accountDuring her conversation with ViaSat's customer service department, Ms [redacted] was advised that should she disconnect she would be responsible for early termination feesMs [redacted] did decide to move forward with the disconnection of her ViaSat account As a gesture of good faith ViaSat will agree to refund the $collected on September 2, This refund will be issued back to the payment method on file on September 3, and should be received within three to five business daysHowever, Ms [redacted] is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a 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 Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the response and appreciate the fact that they are willing to refundI understand all the information provided in the above message however, my complaint was that it was totally misrepresented to me at the initial callThe equipment has already been returned, it was sent USPS on Friday August 28th, Please see photo attached from the post officeI would hate for you to charge me $300, when I did in fact send the equipment backThank you, [redacted] Final Consumer Response / [redacted] (3000, 14, 2015/10/12) */ As the defendant said in their response that they would reimburse the $370.86-to this day they still have not credited my credit cardI would like to know why and what the hold up is? Final Business Response / [redacted] (4000, 16, 2015/10/14) */ It is unclear the rebuttal Ms [redacted] has submittedViaSat has issued Ms [redacted] a refund of $for the payment collect on September 2, and no charges have occurred for failure to return the leased equipmentCurrently, Ms [redacted] 's ViaSat account has a zero balanceThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] yes we will accept the agreement of dollars but they will need to send a tech to climb to roof the get there equipment I do not have a ladder to get it off

Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ Thank you for bringing Ms***'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 electronic customer agreement signed by Ms [redacted] on January 14, We apologize if Ms [redacted] feels these points were not communicated to her satisfactionIn section of the customer agreement, ViaSat has authorization to collect payments from the payment method on file including service charges, early termination fees, and unreturned equipment feesViaSat offered to send a technician to Ms***'s home to correct the issues she was experiencing; however, Ms [redacted] opted not to have the technician comeViaSat has denied the early termination fee waiver as Ms [redacted] would not allow a technician come to try to correct any issues she may have been experiencingAt this time the early termination fee will remain valid and no refund will be issuedThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel like the business's response was incompleteThe reason I did not want a technician to come to my home was because of the experience I had with the first techHe did not arrive in the time that the company set up, and he was there until almost midnight, climbing on my snowy roof in the darkThis safety issue was also not addressed by the businessI do not feel this is acceptable and I do feel that it is a valid excuse for not wanting a tech to come to my home againAt this point, I still strongly feel I am deserving of a refund of the early termination fee Final Business Response / [redacted] (4000, 9, 2015/08/27) */ Thank you for bringing Ms***'s response to ViaSat's attentionViaSat apologizes for the experience Ms [redacted] had with her initial installationViaSat has the ability to reassign technicians and make sales channel changes that the customer can receive a different technicianWhen ViaSat offered Ms [redacted] the option for a technician to come to the home to check on the issue, she declinedAt that time ViaSat advised Ms [redacted] that the early termination fees would be valid if she disconnected the serviceAs for the safety of the technician, each technician is trained extensively to know when and when not to do an installation on a home, had the technician felt that there was any safety concerns he could have opted to reschedule the installationIn order to arrive at a resolution ViaSat is willing to issue a refund for half of the early termination feesA refund of $has been issued back to the payment method today and Ms [redacted] will see that refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attentionThe Customer Agreement provided to each new customer, and signed by Mr [redacted] on December 5, 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.Our records show Mr [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.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software Because of these many variables, Viasat cannot guarantee any particular speed to you Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.On March 7, 2018, Mr [redacted] contacted Viasat in regards to experiencing slow speedsThe Viasat representative assisting him rebooted his modem and advised that he had reached GB, but that his usage would reset the next dayMr [redacted] requested information about his contract, and he was advised that he was still within contract.On March 12, 2018, Mr [redacted] contacted Viasat in order to request a disconnection of servicesHe was offered troubleshooting by the Viasat representative assisting him, but Mr [redacted] declinedThe representative correctly advised Mr [redacted] that Viasat does not provide a prorated refund for services regardless of when service is disconnectedThe representative offered a $credit for the inconvenience Mr [redacted] experienced with the previous representative, and Mr [redacted] accepted.At this time, Viasat does not agree to waive the full early termination fee balance due to being unable to troubleshoot Mr [redacted] service for issues, as required per the Customer AgreementIn order to bring this complaint to resolution, Viasat will agree to waive half of the balance of the early termination feesMr [redacted] will still be responsible for approximately $150, not including any credit that he may have receivedViasat also does not agree to provide a prorated refund for services, as Mr [redacted] was offered a future dated disconnect and declined the offerIf Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-Thank you for the opportunity to respond

Thank you for bringing Mr***’ rebuttal to our attention Mr [redacted] is currently receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides GB of monthly Priority Data, download speeds up to Mbps, and upload speeds up to Mbps As previously stated, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement, signed by Mr [redacted] on May 20, 2016, that speeds may vary and are not guaranteed Network congestion is caused when many subscribers are on the network at the same time, and may intermittently impact the web browsing and speeds of network subscriber in the affected spot beam areaDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of the Exede networkViasat tends to have more customers utilizing the network during peak timesPeak periods are typically 5:PM to 2:AM, local time, but may vary depending on the area We apologize for any frustration Mr [redacted] may have experienced; however, at this time, Viasat is unable to control or mitigate any speed-related issues caused on network congestion Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: First, thank you for disconnecting the service. Secondly, I would appreciate a tracking number for the box that is being sent for the collection of the modem and dish. I attempted to chat with customer service to get this information and of course I was not able to. At this time I have not received any box and I will not accept any resolution until I have. I have seen on numerous accounts that people have gone back and forth for months trying to get a box sent to them. I would appreciate any tracking information that you could give me to verify that a box was indeed sent. I am doing everything I can from my end to ensure that you receive your hardware back. It has been sitting here boxed up and ready to go since an hour after it was initially installed. Sincerely, [redacted]

Thank you. What else I wanted to say is that I really dont appreciate being called a liarI called the number on the welcoming email, which is the screen shot that I provided. I called another number the day I was told I couldnt speak to anyone higher up about this charge so I tried to call any number I found online hoping to find a corporate number. Im not trying to be difficult at all, but it is very insulting to be told I didnt do something when I know I did. As far as being told I would be charged up front, that is also falseI was never told that while signing up. Judging from the reviews online I am not the only one who was not told this. This needs to be fixed within the company because its making myself and apparently other customers not very happy. Also, today at 4:pm I got another email from Viasat telling me I would be charged another today when I just charged last week! This is insane! Especially after them saying on here even that I have no credit card on file now. Im not sure what is going on and why they are the ones not telling the truth but this needs to get worked out. This is so very unfair to the customers. I am not trying to be a problem customer but I dont want to be lied to and about by someone who is supposed to appreciate me as a customer.

We apologize for this confusionThe payment collected of $has been refunded and a stop payment has been confirmed with our finance department Mr [redacted] should receive his refund in three to five business daysThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Independently of this conversation with Revdex.com, we have been speaking with Customer Service at Exede, and also reviewing online forums regarding the particular problem we experienced with Exede, namely the mysterious use of bandwidth allowanceMany people consider that bandwidth loss is the result of errors with modem firmware/software updates and failure of the modem to communicate successfully with Exede, resulting in "looping" as the modem keeps trying to establish links with ExedeCustomer bandwidth they say is used up in this processIndeed, MyEsvt, see below, reported a problem of "packet dropping" on the day of the mysterious bandwidth loss.We still maintain that we could not have used the bandwidth that we were charged with, nearly 4gb in hours or less because we don't stream videos, or use other bandwidth hogging activitiesExede Customer Service continue to tell us that we must have used this data allowanceOur fear was that this will continue to happen and that we will have our use "throttled" by ExedeSince we rely on having a usable internet connection for our rural livelihood we were scared by the fact that we were tied in to two year contract that would not work for usSo we thank ViaSat for their response to our complaintWe now have a way out should we need it.However, we do see advantages of our relationship with Exede over our previous six years with Hughes Net satellite internet, namely faster connection speeds and the unmetered period between midnight and 5amWe have also done a number things: we have installed data monitoring software on all of our devices, we have registered with Satellite Restriction Tracker, we have purchased a new router with monitoring software, and Exede has given us access to MyEsvt.So our plan now is to keep with Exede to see how it worksIf we have another episode of disappearing bandwidth, which other users have branded as theft (Exede using our bandwidth for their maintenance work) we should have the ability to see it and report it to Exede using the monitoring software we have installedWe also have the flexibility of using the unmetered period each day so will be changing our daily work habits.We thank Revdex.com and we thank Exede for taking the time to help us and we will report back to Exede and on public forums of how this systems work for us in the futureWe will be remaining with Exede in the short term at least Sincerely, [redacted] ***

Thank you for bringing Mr [redacted] ’ response to our attention.As previously stated, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speed.? Viasat discloses at the point of sale and in its Customer Agreement, signed by Mr [redacted] on December 13, 2016, that speeds may vary and are not guaranteed.Our review of Mr [redacted] ’ account shows that he is in an area with network congestion, which may cause him to experience slower speeds.? In our previous correspondence, we offered Mr [redacted] a one-time credit for $to cover the cost of one full month of serviceThis credit was applied on April 4, 2018.? As resolution to this complaint, Viasat has applied a second credit of $as of April 11, 2018.? If Mr [redacted] has any questions or concerns regarding the speed of his service, he may contact Viasat’s 24-hour Customer Service Department at -1-855-463-for assistance.? ? If Mr [redacted] feels that Viasat’s service is not meeting his needs, Viasat is willing to disconnect his account with his early termination fees waived in fullMr [redacted] may contact Viasat’s Customer Service Department in reference to ticket no [redacted] if this is the route he wishes to take.Thank you for the opportunity to respond.? ?

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any issue she may have experienced with ViaSat The Customer Agreement, signed by Ms [redacted] on April 14, and available at exede.com/legal, states that ViaSat does not guarantee the service will 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 gatewayThe Customer Agreement also 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 termCustomers 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 Ms [redacted] contacted ViaSat on July 11, because she was experiencing a connectivity issueDuring this conversation, the ViaSat representative explained to Ms [redacted] that she had exceeded her usage and had been subsequently slowed, pursuant to ViaSat's Data Allowance PolicyMs [redacted] called again about a connectivity concern on July 27, 2015, but was not at home to be guided through troubleshootingThe ViaSat representative asked Ms [redacted] to call back when she was home so she could be guided through troubleshooting, and advised that if her issue could not be resolved, a service call would be orderedMs [redacted] was provided with a $goodwill credit for her issues On August 4, 2015, Ms [redacted] called ViaSat to disconnect her accountAt this time, she was reminded of her signed Customer Agreement and the applicable early termination feesMs [redacted] requested a refund of her monthly service payment, but was advised that there was no guarantee that it would be approved As ViaSat was not given any opportunity to resolve any connectivity issue Ms [redacted] may have experienced, ViaSat does not agree to waive any portion of her early termination feesViaSat also does not agree to refund her for her monthly service fees as review of her account shows she was actively using the service Regarding her issues with the technician, our records show Ms [redacted] called ViaSat regarding her experience four times between April 21, and May 7, In response, on May 7, 2015, Ms [redacted] 's concerns were escalated internally for review, and she was provided with credits totaling $ We apologize for any frustration Ms [redacted] may have experiencedWe 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] (3000, 7, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have multiple complaints and proof of phone recordsI didnt actively use my service because there was no service to use, Im ot paying for something I couldnt even useI have multiple witnesses too, something needs to be done as this is completely unfair to me and not right to treat your customers that way especially after all the phone calls ive made Final Consumer Response / [redacted] (4200, 11, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have my phone bill AS PROOF how many times I called if your employees didnt note my account appropriately thats your fault, I also have MULTIPLE witnesses that are willing to speak to the media and to the courts about this Final Business Response / [redacted] (4000, 13, 2015/08/28) */ Thank you for bringing Ms [redacted] 's rebuttal to our attention As previously stated, ViaSat has record of one phone call received from Ms [redacted] regarding any connectivity issues she may have experiencedThusly, ViaSat cannot agree to waive Ms [redacted] 's early termination fees in fullOn August 24, 2015, ViaSat applied a credit of $to Ms [redacted] 's account to waive half of her early termination fees of $as a gesture of good faith This will be our final response to this matterThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedOnce an account is disconnected the credits that were applied to the account are cancelled outWe apologize if Ms [redacted] was not advised of this at the time of disconnectionIn order to arrive at a resolution ViaSat has removed the charge of $from the account and from the collection agencyIf Ms [redacted] receives a letter from EOS Collections she can ignore itThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank youI feel this is an appropriate action, given the circumstances

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat received a call from Ms [redacted] on March 16, requesting copies of the bills starting from October on and showing the charges totaling over $4,The copies of these bills were sent out on March 21, and Ms [redacted] should see them within 3-business days from that dateViaSat is not able to transfer the account name over to another nameIf Mr [redacted] would like his own account he will need to call in and set that up on his ownAs far as the disputes between Mr [redacted] and Ms [redacted] they will have to take that up with themselves or the courtThank you for allowing ViaSat the opportunity to respond