Funds taken out of account

  • 1
  • Question
  • Updated 1 year ago
  • Answered
  • (Edited)
Cancelled service on 8/31. Equipment was returned in the box provided. then on 10/12 I noticed that 159.00 was deducted from bank account. Contacted and was told that didn't know what the charge was.Spoke to a manager and said credit would be done and as know there is no credit.
Photo of Vic Bunce

Vic Bunce

  • 0 Posts
  • 0 Reply Likes
  • frustrated and disgusted.

Posted 2 years ago

  • 1
Photo of Christine Conrad

Christine Conrad, Champion

  • 263 Posts
  • 292 Reply Likes
Vic, please send an email to exedelistens@viasat.com with a description of your concerns. Be sure to include your account number and a phone number. If you still have the UPS tracking number from the return package, it would be helpful. One of the moderators will look into your account and get back with you. They are ViaSat corporate employees and have contact with the people who have the information.
Photo of Sandy

Sandy

  • 10 Posts
  • 2 Reply Likes
Same thing happened to me. I asked for the account information to be taken out. We sent back the entire package with all the pieces. The rep on the phone told me the gia or the "eye"" wasn't in the returned the box. That is a bold faced lie. My husband crawled up to the roof and took the satellite dish down. I was charged $150+ also and I was pissed!!! I have told Exede that I am going to file a complaint with the NYS attorney general. I m waiting for my refund which the rep sadi I would have. Then I asked for documentation in email that my billing information is removed from their system. Once I cancelled, I could not get back in to remove it, and even prior to that I couldn't remove it myself! I am one angry former customer.
Photo of Jim16

Jim16, Champion

  • 1850 Posts
  • 1520 Reply Likes
You need to keep in mind that this forum is for people to complain and does not represent the vast majority of satisfied customers.  What your seeing looks like a major problem with customers but that is only because of the nature of this forum, which was created by Exede for their customers to try and solve some of their problems. You need to give Exede credit for having this public forum that allows people to vent and call them every name under the sun.  Doesn't sound like a company that is trying to hide and screw their customers.
Photo of Bob

Bob

  • 14 Posts
  • 4 Reply Likes
There are alot of folks that won't say anything and just leave, just like if they don't like a restaurant or gas station.  I have though of leaving and getting the Verizion internet system, its 4G, if its as good as it is on their phones I leave this company because of the dropped service I noted above.  I realize that some ppl have no choice put to us Excede.
Photo of Jim16

Jim16, Champion

  • 1850 Posts
  • 1520 Reply Likes
I had Verizon internet for years before switching to Exede.  It was great, with speeds always around 45mbs. But I could only get a 10 gig package for $80, so I went with Exede when I found the Freedom plan was available to me.  I don't miss the speed I had with Verizon and am getting at least 12mbs with Exede. More than enough for me.
Photo of Bob

Bob

  • 14 Posts
  • 4 Reply Likes
Verizon has a package for $90  20G  I believe now, and one for 40G for around $120 I think, don't quote me on the prices, what I don't like about Exede is the dropped signal every week  for 10 minutes  up to a few hours,  Dish Network  is a satellite provider and never goes down for more than a few minutes under an EXTREME STORM, have had them for 22 years.  When I have had problems with their boxes they send one in the mail and I get it in a day or two.  Now that is customer service with their equipment and their sat signal, of witch Exede comes up short on the SAT SIGNAL, I'm just sorry Jim 16 that's
 my opinion.  
Photo of Brent

Brent

  • 4 Posts
  • 1 Reply Like
I was a satisfied customer for 10 years but then I experienced this exact problem of being charged for "missing" equipment.  My only advice would be to take a picture of the box with all the equipment in it at the UPS store before you send it off.  Seems like one last money grab as customers are leaving.   
Photo of Bonny Warren

Bonny Warren

  • 1 Post
  • 1 Reply Like
when u signed 2 year contract it clearly states u will be charged a fee the remainder of your agreed
contract so if you signed it ignorence of the law is no excuse
Photo of Diana

Diana, Viasat Employee

  • 2152 Posts
  • 382 Reply Likes
Sandy,  please send your account and contact information to exedelistens@viasat.com and we locate your refund. We're here to help.
Photo of Diana

Diana, Viasat Employee

  • 2152 Posts
  • 382 Reply Likes
Vic,  I'm sure you are frustrated and I don't blame you.  I'm sure we can figure out what is going on with your refund.  Please send an email to exedelistens@viasat.com with your account and contact information.
Photo of Patricia Pooree

Patricia Pooree

  • 0 Posts
  • 0 Reply Likes
My brother is having a similar issue, when you call depending on who you talk to you get all kinds of different information. He turned in his equipment the same week it was installed but apparently missed the TRIA . He cancelled and sent back the equipment on the same week and since we have been trying to get them to send him a box for 2 weeks. I myself have even called and spoken to them explaining his situation. He states he never even signed a document and they still held out the 340.00 early cancellation fee in which I was told there was no one who could authorize a discount or refund. They are charging him for not returning the equipment but wont send him return receipt for the piece he missed. Today he calls and they tell him they will send if he pays the shipping fee. WTH. I am beyond horrified at the customer service you receive here. I explained to the he thought he was signing up for cable as he has no idea how to use the internet nor does he have or has ever had a computer. He has been basically homeless for years and now only draws SSI that barely covers his rent and this is his first real place, in which I , his sister paid to get him in only to have the money taken out of his account and then told it would be refunded on one call and then another said it would not but they would send label and should receive by end of the week only never to receive, and yet another stating they would send if he paid. I am horrified at the customer service of this place .
Photo of Brad

Brad, Viasat Employee

  • 2855 Posts
  • 954 Reply Likes
Hi Patricia. I'm sorry this is going on with your brother. Please email us or have him email us at exedelistens@viasat.com and we can review this. With that said we do require a 2 year agreement with cancellation fees should the account be cancelled before the agreement is fulfilled (occasionally we do an exception but it has to meet certain criteria to do so). We do charge for unreturned equipment as we state in our agreement. With that said, we do refund upon return of the equipment. 

This conversation is no longer open for comments or replies.