Billing issue with service call

  • 1
  • Problem
  • Updated 3 years ago
  • Acknowledged
So I just need to get this out after 25 minutes talking to billing on my resent.  In June I was having connection issues when it rained and I sent an email to exede listens and Lindsay ran a diagnostic and called to tell me I had an issue with my system that could not be fixed over the phone and required a service call.  Lindsay said they would send the tech out for free.  So the guy comes over has me cut a couple tree limbs and does a minor adjustment to the dish alignment.  Everything works better than it has for some time and I am happy.  Today I get my bill and I am being charged $229.95 plus tax for new equipment fee/lease.  They never replaced anything and I was with the guy 100% of the time.  I called billing and after a lot of talking I think she found that nothing was replaced because she said she would credit my account the $229.95 but not the state sales tax.  After talking some more and several times being put on hold, she said for my inconvenience she would give me a credit for the state sales tax on next months bill.  Why does Exede think I should be paying tax on equipment I never even saw?  They act like they are doing me a favor.  Someone needs to explain to the customer reps that you cannot charge sales tax for something you didn't buy.  They should train their people better.  Also, I was impressed at how things were going before I received my bill.  If my equipment ever breaks I will change to a different satellite ISP before I pay for exede equipment I am leasing because my contract is over.  Sorry to ramble, but I wanted others to watch their bill because I pay enough for my service as is and every dollar counts.  Check evrything on your bill every month.
Photo of Ray Kutchey

Ray Kutchey

  • 8 Posts
  • 0 Reply Likes

Posted 3 years ago

  • 1
Photo of Kaotic Technologies

Kaotic Technologies

  • 281 Posts
  • 120 Reply Likes
Hehe keep those tree limbs trimmed :-)
Photo of LorrieL

LorrieL, Champion

  • 637 Posts
  • 215 Reply Likes
Ray, I would be as annoyed as you are.  I think the rep just wasn't allowed to directly credit that state sales tax for some reason--and should of course just have immediately offered to credit that amount on your bill in another way, rather than you having to stand your ground until they thought of that, finally.  I don't like all the time I sometimes have to spend correcting other people's mistakes.  But glad you got it taken care of in the end. 
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hello Ray, thanks for reaching out and bringing this to our attention. We are dedicated to providing exceptional customer service. I apologize for what has happen concerning your recent billing issues. Your right, some of our customer service reps can do better. I would be more than happy to review your account in relation to your billing concerns to straighten things out for you if you’d like. Overall, I’m glad to hear that your connection has gotten better. Please send me an email to exedelistens@viasat.com if I can be of any further assistance. Thank you 
Photo of Ray Kutchey

Ray Kutchey

  • 8 Posts
  • 0 Reply Likes
It has been a few weeks now since I was told that my credit card would be credited for the $230 and I still haven't received it.  Also, Sent 2 emails to exedelistens wit no response.  It should not take this much time to get this corrected.  Ray
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hi Ray, sorry you have not been contacted yet concerning this issue. Please allow me time to research and see if I can locate your email. It may have been sent to a different team.  The last thing we want is to lose a valued customer. I will contact you as soon as I locate your information. Thank you for your patience.  
Photo of Exede Lindsey

Exede Lindsey

  • 1827 Posts
  • 163 Reply Likes
Hi Ray, I recently located your email. I have since responded back to let you know this issue has been resolved. Thank you for being a valued customer.  

This conversation is no longer open for comments or replies.