billing probs... STILL

  • 1
  • Problem
  • Updated 1 year ago
  • Acknowledged
EXCEDE BRAD IS  WORTHLESS TELLING EVERYONE THE PROBLEM IS SOLVED! IT IS NOT SOLVED!!! IT IS NOW 15 DAYS!!! NOTHING TAKES 15 DAYS!!! Double billed... not happy with customer service on this issue, CSR's seem to be doing all they can to resolve problem. Looks like it is a corporate issue on holding money defrauded from customers. Looks like the only way to stop this is to get some sort of class action suit started or for a state's Attorney General to file suit on behalf of defrauded customers. I HONESTLY DONT HAVE A PROBLEM WITH MY INTENET SERVICE... BUT THE CUSTOMER SERVICE HAS ALOT TO BE DESIRED. SOMEONE NEEDS TO TEACH THIS WORTHLESS EMPLOYEE "EXCEDE BRAD" HOW TO DEAL WITH CUSTOMERS.
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Posted 1 year ago

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Steve Frederick, Champion

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In just short of 9 years with Wildblue and Exede, I have never had any time where there was a problem with the automatic payments on my account. From what I have seen on this forum, it appears that most of those complaining about double payments taken happen when s subscriber tries to make a payment using the online payment system too close to the day that ViaSat is scheduled to take a payment on the account.

Credits are normally given, but it does take up to two weeks for the actual credit to appear in your bank or credit card account.
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Judge and Jury

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Don't flame on Brad.  He has the authority to push problems to whatever level is necessary to achieve a resolution but if someone he referred the problem to reports back to him that it is resolved, he must take that at face value even if it turns out not to be true.  You need to contact him again and explain that things didn't actually happen the way you both thought they did and let him tear into whoever at exede said the problem was resolved when it actually wasn't.

Your wanting to go to your state's Attorney General is a moot point since you signed your subscription contract to arbitrate any normal problems with your service which includes billing disputes.  If you discover system-wide anomalies that cause customers to receive less than what they pay for then get the proof and take it to an appropriate law firm for action with the U.S. Dept. of Justice and the Federal Trade Commission.
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Jim16, Champion

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Exede Brad will help you as much as is possible.  If you follow this forum you will see the commitment that the Exede moderators here have to help the customer.  15 days for transactions to complete, going thru several parties banks is not unreasonable.  Patience grasshopper!
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Brad, Viasat Employee

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Hi Jester01,

I'm sorry if you're upset with me. I tried to look and see if you emailed me at any point and unfortunately due to both the number of customers I talk to daily and not being able to see an email tied to the one you registered on here with I wasn't able to see if I helped you outside of commenting on your post you made recently about refund timelines.

 This forum isn't linked to your account in any way so I can't look into your situation unless you email me. With that said if you're referring to me commenting on your prior post where I said you were likely seeing a "double-charge" due to a one-time payment being made after a automatic payment went through. If a refund was offered we give 7-14 days as a timeline as refunds are handled in the order they are received (throw in the holidays/weekends and things can get delayed, especially things like refunds that apply to business days where banks will have holiday schedules)

Looking at your email you registered with I was able to finally see your account.  I show your refund was processed on Friday so it'll be sometime this week you'll see your refund in your account. Again I need to harp on the business days because it's all dependent on how quickly our bank releases those funds and how fast your bank accepts the funds. This typically takes 3-5 business days to complete

Hopefully it's smooth sailing here on out, but in the future please email us at and we'll be more than happy to further assist you if it's something personal or account related such as your refund. 

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