Customer charged for phone not ordered or used

  • 1
  • Problem
  • Updated 6 months ago
  • Acknowledged
I have recently become caretaker my sister's affairs, she is deaf and unable to do most business activities.  She got Exede satellite Internet in 2014 and at that time my mother set up direct pay.  On reviewing her records I discovered she has been being charged for phone service since day 1.  She did not request a phone and cannot use a phone.  When I called the business office,  and after verifying the phone was never used, I was told she could only get 6 months of refund.  I find this unacceptable.  This was not her error and, as a vulnerable person, she depends on her relatives to help her keep track.  Why wouldn't Exede simply refund all the money since it is their error?
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Katherine ONeill

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Posted 6 months ago

  • 1
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Randall Wilds

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GREED
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Matt B, Viasat Employee

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Katherine,

Please send the account information to us at ViasatListens@viasat.com.  Be sure to include the account number, or the phone number attached to the account.  We'll take a look and see what we can do!
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Bradley

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Above and beyond my friends.
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Katherine ONeill

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To Matt B, Employee

I followed your instructions and have heard nothing back...by email, phone, or the account itself.  I would prefer to hear back from your company before I pursue other avenues.  Katherine O'Neill
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Matt B, Viasat Employee

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Katherine, 

I sent a response to your email on December 7, at 4:21 pm Mountain time.  
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Katherine ONeill

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I have checked my mailbox, there is no mail from you, only my email to ViasatListens@viasat.com.