Customer support?

  • 1
  • Problem
  • Updated 3 weeks ago
So today I found out I didn't update exede with new CC mailed to me. I get it it......my fault. I thought I did and only email I have received since my billing day on the 20th is thank you for your payment on my billing day.

That said.......I ran diagnostics on phone app....no issues listed. So I called into viasat after 3-4 restarts and was told my estimated wait time is 2 min......great!

That was 1 hour and 30 minutes ago. While on hold I decided to teather phone and see if I could find out anything on my.viasat.

Low and behold it told me my account was suspended for non payment. Figured ok I'll add my new card and pay the bill. Which I did. Now I have an authorization on my card for my monthly bill and still no internet and to top it off I'm still on hold.

I'm tempted to try processing payment on the phone but afraid I'll get double billed and overdraw my account so I'm still waiting on hold hopeing there is someone working there tonight.

This is by far the longest hold time I have ever had calling into viasat and it all could of been avoided had you just sent me a simple email stating there was a problem with your payment method on file.

So gonna stay on hold for who knows how much longer trying to get an agent on the phone to figure out status of the payment I just submitted.
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phinneus

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  • frustrated

Posted 3 weeks ago

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phinneus

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So after 2 hours on hold a rep answers. Say they see the payment but are unable to help me. So wasted 2 hours on hold for nothing.

Please exede for the love of got can you send a customer an email before suspension for non payment to let them know there is a problem?

Pretty much loosing a day's worth of internet over this crap. I don't care about data outside of freezone.

Only email I have is 1 email saying thank you for your payment.
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Bev, Champion

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Might be nice but, when you get a new card, that should tell you the old one is about to expire. We're adults, adults shouldn't need to be told what is billed to which card or, to update the info with the things that are billed to that card when you get a replacement card.
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Matt B, Viasat Employee

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phinneus,

If this hasn't corrected it self yet, please email us at ViasatListens@viasat.com 
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phinneus

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It has thank you Matt. And Bev please don't make your rude comments on my threads. I've asked you several times to stop.

I asked for a simple feature request......I took blame I understand I didn't update my card. Let me reitterate I thought that I already did. And the email I received on billing day said thank you for your payment!

So I did not think twice that i didn't update card on my exede account.