Cancellation Fees after Equipment Returned - Still Charged

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  • Updated 2 years ago
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About a month ago, I cancelled Exede internet. They shipped the box to my house and I returned everything to the warehouse - or whatever is in Louisville.
I have the tracking information and everything from UPS along with the fact that it was signed for upon receipt.
I was charged $324 this morning and all Customer Support routes are down this morning for some reason.
Anyone know how to get this straightened up, ASAP?
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Aimee

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Posted 4 years ago

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Steve Frederick-VS1/Beam314, Champion

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Send an email to the moderators at exedelistens@viasat.com along with your account number, phone number on the old account and reference this thread. They will take care of it promptly.
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Aimee

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Thank you Steve. Appreciate it! =)
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Jim, Champion

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There have been other instances of this reported in the forums. They all eventually get it worked after jumping through a few hoops.
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Jim, Champion

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I am assuming you are talking about charges for equipment and not early termination fees. If you only had the service 2 or 3 months what you were charged is approximately the amount of your ETF.
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Aimee

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Yeah. I'm fine with the early term fees. that wasnt a big deal. I completely understood that.
It's the fact that they have charged me 324.00 for equipment that was signed for when they received it.
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Diana, Viasat Employee

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Hi Aimee,  I'd love to get you your refund back. Please send me your account information to exedelistens@viasat.com.  If you have the tracking number and it has been received to ViaSat warehouse, I can process the refund today.   Exede Diana
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Kentuckienne

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Aimee, did you get your refund?
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Dr. Rio

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Does anyone have the address of where to return the equipment to? I received the return box but no address label and can't contact Exede because our telephone and internet were turned off when we cancelled the services and moved. I'm overseas now and want to mail the equipment back.
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Exede Lindsey

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Hello Dr Rio, if you are out of the country you have the option to send your equipment directly to our shipping dock. If you choose to do it this way you would be responsible for all expenses and fee’s associated. If you need any further assistance please send us an email at exedelistens@viasat.com

2200 OUTER LOOP
BLDG 1
DOCK DOOR # 57
LOUISVILLE, KY, 40219 
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Benjamin Price

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I am a current customer sent a router back they claim they didn't receive it they took 150.00 out of my account. I gave them the tracking number from the return label I received from them. They claim it's not their shipping number even though thats the label that was in the box. I have asked them several times what they think the tracking number is and they say they don't keep track of return label numbers even though they sent the label. After my contract is up I won't renew with this company.
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Old Labs (VS1-329-L12FZ)

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Check the shippers site to see what it says about the tracking number:

UPS - https://wwwapps.ups.com/WebTracking/track
FedEx - https://www.fedex.com/apps/fedextrack/
USPS - https://tools.usps.com/go/TrackConfirmAction!input.action
(Edited)
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Benjamin Price

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I have done that already this has been going on for more than 30 days neither exede or ups wanna help. At this point I'm beyond frustrated and the way I see it exede made 150.00 with no intentions of giving it back or trying to solve this problem. 
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Matt F, Viasat Official Rep

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New topic

Please reference the new conversation here: Trouble returning router

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