Beware of hidden cost of changing billing plans

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Be careful out there, changing plans on line can cause Exede to back date choices resulting in substantial one-time increases. And explaining the problem will only get an "it's how we bill" response from Exede. Trust me, flat out unfair charges. I would call them before changing plans and have them quote all costs before making changes.
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Dale Branch

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Posted 3 years ago

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J&J

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Please show billing details so others can see exactly what those hidden cost amounted to.


 
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HMC1940

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When I changed over to Liberty Plan they had the price listed and how much data was getting. They had all Liberty plans listed with prices. I knew how much modem lease was etc. No surprises on my bill.
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Dale Branch

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In my case, I was charged $140 for a month of service. There is not even a plan that cost that much per month, so you can see my frustration. I'll fill in the details below, but they basically reversed a lower priced plan and retroactively applied a higher priced plan. Customer service sticks to their script and say "its how our billing system works". Obviously a "system" can't distinguish right from wrong. I was hoping a manager of some sort (with an ownership mindset) would get involved and correct the error, but no luck.
Here's how it happened... I was paying 69.99/mo. under Evolution 20 Promo Plan (150GB allowed) for 6 months. I paid the last promo period amount on 9/24, then changed my plan to Freedom to continue getting 150GB at the new cost of 99.99. They charged my card for 69.99 and all appeared well. Then, I get a bill for 140.00. They had reversed my 69.99 payment for 150GB and retroactively charged me for the 99.99 Freedom plan (for the past month and future month). They say its because I changed plans. I say: I was getting 150GB under either plan (69.99 or 99.99). How can you, in good conscious, charge me the higher amount? Regardless of the timing of my plan change, my intention was to change to the more expensive plan when the promo period ended, not a month early. And if they can retroactively change effective plan, why can't I do the same? Frustrating.
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Old Labs (VS1-329-L12FZ)

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First, services are billed in advance. The 69.99 and 99.99 prices are the promos offered at the time. Changing plans takes effective immediately and you can't double dip and change to another promo plan being offered. Instead you're switching to existing customer plans. www.exede.com should tell you what current pricing for existing prices are on entering your zip code - all prices are for new customers and there's a link to pricing for existing customers displayed below those prices. The problem with doing business solely online is there's no one there to ask: are you sure you want to give up your remaining promotional month at this time? (and programmers today have been conditioned to just blindly accepting specifications without asking what if for fear of being labeled a malcontent - I personally have been accused of asking too many questions - now think about that one and how is that even possible - in truth those questions tend to make some heads hurt).    

Regardless, an email to exedelistens@viasat.com along with your contact and account information should yield a more detailed explanation of the charges.   
   
(Edited)
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Diana, Viasat Employee

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Hi Dale, ViaSat does not charge a fee to switch plans. When you
switch plans, you are charged for the current month of service remaining with
the new plan price. You are billed a month in advance on the new plan. We
credit your account for any unused service from your old plan. We also continue
to bill for the lease equipment. If you switch before the promo is up, you are
automatically charged the new rate. We always advise customers to wait to switch at
the end of the promotion. We send an email when it is about to end. If your
bill is not correct, please send your account information to
exedelistens@viasat.com so we can correct it. Thanks.