Unhappy with prorated charge

  • 4
  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
I think all customers should be made aware of excede/viacriminal companies unethical business practices. I fulfilled my 2 year contract. So I canceled my service on July 17th the day after the billing date of the 16th due to service was down and not working 3 days prior and I felt services has always been shoddy at times so I'd just cancel. Upon canceling rep said I would be charged for service from July 16th to august 16th even though I'd have no service because I'd canceled it. They said bill was already created and I signed customer agreement so I owed it. I said they could bill me for the one day of the 17th but no way I was paying for a month of no service. I went and looked up contract, called back and Rep sent a complaint ticket to corporate for me.

They couldn't just charge my card like they do most because there systems wouldn't save my updated card info. I had to update the same card every month when I'd pay my bill. So the contract does state they will not refund money already paid in advance for month of service regardless of time of cancelation. No where in contract does it state you will be billed for canceling day after bill created for the whole month.

I just received bill in mail if I don't pay 75.00 they will be sending it to collection agency. Which will ding my credit. My normal bill was 90 a month. Apparently when rep sent up a ticket complaint to corporate for me. corporate took $15.00 off. how nice of them, to take 15 off of 90 that I don't even owe! So on the phone today again the rep messaged with corporate while we're on phone. No change. This is just a case of corporate greed trying to get money they are not owed.
Now I have to go on better business bureau site, fcc website, attorney General of consumer affairs and file complaints. I also have to write a letter to viasat letting them know I will be filing in small claims court. Under section 8.3 of contract you have to give written notice of this and then try to mediate with them under american arbitration association rules first.
. I know it's 75.00 dollars and I should just pay it so it doesn't mess up my credit but I just can't do it. It's the principle of the whole thing. How many people are they doing this to? How much extra profit do they get every year just by charging people for service they didn't even receive.
So if anyone is needing to try to find a resolution I'd go to better business bureau website first. You'll need to search company name viasat and may need to use the Denver Colorado location.
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autumn

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Posted 2 years ago

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david, Champion

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"Under section 8.3 of contract "

Didn't that same contract say they're was no pro-rated refunds?
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keeslar

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I canceled to in Oct.2015 due to equipment failure. Exede began to take money(unauthorised) from a borrowed credit card even tho I had canceled! A few months later a family member was visiting and told me that I had Internet working? I hadn't called to restart service nor had I replaced the equipment Exede Tec. said I needed? So I started paying again..little did I know they took money from a borrowed cr.card and charged during cancelation..and now they deny any record of cancelation! I record ALL my phone calls as MI is a one party state so I DO have record! I will not pay for canceled service(they ought to also have record that NO Internet service from Exede was used during that period as I used Verizon hot spot) Any way they suspended the account so I emailed to cancel service. Now I also have written documentation however they want me to call in!
I have no contract since day 1 bc I never signed their electronic contract and Corporate Harris confirmed that athe the time he confirmed I was misled by sales and instalation after I submitted the instalation work order where they promised "FULLY UNLIMITED INTERNET &NOT EVELOUTION"
Filing a complaint w BBB makes no difference w this company as I already have. File it in your state of residence and look for & sign petition on Change.org soon to be ready.
Sad that this company has chosen to run this company like this. Customers leave angry and unhappy as evidenced by complaints on Face book Exede hate groups,BBB,Posses Consumer ect.
FYI remember when you signed up, YOU were billed a MONTH IN ADVANCE! Thus Exede owes you that refund!
Dylan B
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autumn

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In response to David's reply under sec.4.3 it states you are
responsible for the full monthly Service fee for any month (or portion of a month) in which you receive Service and ViaSat will not provide a pro-rata refund for any pre-
paid fees regardless of when your Service is terminated.
Ok, so it says (or portion of a month) in which u receive service. So technically I didn't have service when I canceled because it was down for 3 day and when I canceled. So if I still say ok fine I'll ignore that part of not having service then I should be billed for only one day. I'm not asking them for a refund because they didnt charge my card because they don't have it on file to charge. They have sent me a bill stating I need to pay 75.oo for month of service. But how can they charge for month of service when I didn't have a month of service. So the logic doesn't hold up to the wording of contract. I didn't have service therefor I don't owe them.
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keeslar

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And you should also tell them you want to receive a credit for the days the service was in operable..in addition to the amount you paid in advance when you signed up! Strange how they bill you in advance but they forget to use that advance payment when you cancel!Even if they refuse to credit for the 1 day..you still don't owe because ur advance payment would cover it.
Remind them!!
Dylan B
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Justin

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Yup, shady is the name of their game, its no wonder Americans can't stand corporate America, Corporate AMerica can't ever seem to do whats right nowadays.
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autumn

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I concur Justin. Man I could really go on a rant about corporate America but I'll spare everybody
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Brad, Viasat Employee

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Autumn please send an email to us at exedelistens@viasat.com
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Anita Hanford

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I wish they would have listened to ME yesterday when I called.  How you get away with this, I have no idea.
Please tell me where it says that I cannot get a credit for the unused portion of the month when I cancel 8 days in.
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Steve Frederick, Champion

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Anita, it is included in your customer agreement, section 4.3.

http://www.exede.com/documents/master/customer-agreement.pdf

4.3 Termination by Subscriber.  Subject to your payment of the Termination Fee and/or any other applicable termination fee and the monthly fees for the full billing cycle in which termination occurred, you may immediately terminate this Agreement at any time by giving us written or telephone notice. You are responsible for the full monthly Service fee for any month (or portion of a month) in which you receive Service and ViaSat will not provide a pro-rata refund for any prepaid fees regardless of when your Service is terminated.
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Bev, Champion

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You pay in advance for Exede service so, if your billing date is the 15th, that means your bill generates at midnight of the 14th, the moment the date changes to the 15th. You cancel at 9:00 AM on the 15th, before the bill had been debited form your payment method. You still owe that bill, per the contract you signed.

To do it right, you would have had to cancel BEFORE your billing date for the next month of service, not after.
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keeslar

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Still Exede charges a month in advance when you sign up..so that should take care of that bill!
And companies like Exede and Cell phone companies are expected to credit for day service is down!
Dylan B
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DSI-Daniel (Authorized Dealer)

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The way I understand the ECA and the rest of the process, Exede is a prepaid service. Therefore, you must cancel on or before the day the bill is generated.
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Exede Lindsey

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Hello Eldo, 
 
Currently, we are not experiencing any issues with the spam filter feature through Zimbra. Some helpful steps to follow for an alternative method for blocking spam from coming into your email would be: 

 
Click on the Preferences tab.
 
Click on Mail on the left side.
 
 
Scroll all the way down to Spam Mail Options.
 
  
You now have the option to Block Messages From or Allow messages from
 
Click Save and Refresh your screen. 
 
Here is a link to the Zimbra website support tutorial page to assist with targeting these types of emails so they don’t re-appear again and get recognized as spam. If you need further assistance please send us an email with your account and contact info to exedelistens@viasat.com.   

http://help.zimbra.com/videos/7x/mail_managing_your_inbox/
  
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Anita Hanford

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I totally agree.  I cancelled yesterday, 8 days into the billing cycle.  I am being charged for a full month of services when in fact, I only used 8 days.  Not only is the price more than double what I will be paying with my new company, but at only 10GB a month, ridiculous!  I am so happy to be done with Exede.  

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