Billing Issues

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  • Updated 3 years ago
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I have a CC on file for automatic billing but after working for a couple months, I got an email that the payment didn't go through. Upon checking my account the numbers on my CC had been reversed! I corrected it and the payment went through. The next month I got another notice that the charge did not go through, this time when I checked my card the expiration date had changed! I didn't make those changes and customer service told me it was my human error! What is wrong with their system, do they have malware?
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Bette Cole

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  • Frustrated

Posted 3 years ago

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Steve Frederick, Champion

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I have been a subscriber since 2008 (Wildblue) and Exede since 2012 and have never had any problems with my credit card info changing without my input.

Bette, you need to send an email to exedelistens@viasat.com. Include your account number and a contact phone number and the moderators will look into this for you.
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Brad, Viasat Employee

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hmm that's certainly an odd situation Bette. Did they correct it when you called in? If so the next month should go through fine. I can see how exp date can be mixed up but not the numbers of the card. Very strange! hopefully it's been corrected and goes back to normal moving forward
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Steve Frederick, Champion

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Stephanie, have you tried calling the Exede Billing Department directly at 866.945.3258. If you are calling Customer Service, they are at a third party call center, and can't always promptly take care of your billing issues.
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Stephanie B

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Yes, I just got off the phone after 1:25 minutes finally speaking with a manager. He told me the ticket created from the 2 previous managers was not done correctly but that there was really nothing they could do because it's a problem with my visa card that is not chip enabled and Exceeds software is set up for chipped cards. Not even sure what to say. We own a business and I work directly with the card processing company. There is no issue between processing a card that is chip enabled or not at my business. The rep offered a $25 discount and I told her the money was not the issue. Unless they felt the need to pay my bill completely until this problem is resolved. Then maybe someone might take care of it. Otherwise it seems like I will just have to take my internet business elsewhere.
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Brad, Viasat Employee

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Hi Stephanie, most cards should have been automatically switched to chip cards by now by your financial institution (if not you might want to let Visa know you still need a chip for your card), I know they had a push to have everything in place before the year ended of course some or even most places you can do either but apparently the incentive to switch was retailers would have to pay liability on fraudulent purchases after October (this is all from a quick Google lookup regarding chip cards in the US). I'm not sure when we made it a requirement it would seem we've made that jump relatively recently. Since we're dealing with financial and account info and this is a public and open forum, It would be best if you send us an email to exedelistens@viasat.com to continue this conversation and I can look into this, confirm if the information given is correct or not with our financial team and take whatever action is needed from that point.
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Brad, Viasat Employee

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OK so I stand a bit corrected now having talked to our Finance director. Chip enabled card payments would not matter for us since we're not physically swiping the cards. Please email us and we can discuss it further.
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wvcornbread

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Well Brad its like this My Information has already been stolen And I told exede this They gave me The information I needed to Set it up through my bill pay company and i used it and every thing worked I thought but latter exede sent me the payment bill pay had sent them to pay my account exede backed me into a corner and forced me into a corner till i gave them my credit card information I want them to destroy  my debit card information and take their payment from  my bill payment co. 
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Albert Reynolds

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Call me "old fashioned", I don't care, but, I don't trust putting my card number online for anything. If Exede refused to take a check as payment, I would drop Exede in a heartbeat. My wife & I have been paying by check for all the years we've been using them, &, I intend to continue doing so. My suggestion is, if someone does want to pay by card, go get a prepaid card & use that. Don't use a card that reveals any of your personal bank numbers. That's a good way to invite "Identity Theft".
Then again, that's just my personal opinion.