Incorrect information on cancellation from a exede representitive

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  • Problem
  • Updated 5 years ago
  • Acknowledged
Archived and Closed

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I called exede to cancel my internet, the operator advised me to wait until the next billing cycle to save $15 dollars cancellation fee for that month. I asked if the payment would be refunded and he said yes and was very specific saying I would only get charged $3 per day. When I called back after the new billing cycle started and cancelled my internet, I asked about the refund and was told the information was incorrect and there is a no refund policy. i was told that they could see that i had been advised to hold off cancelling, so i asked to put in a complaint, the lady i was talking to said i could but it would do no good. I then asked to put in a formal complaint on the operator who advised me, i was put on hold for 20 min and eventually it just disconnected. To add insult to injury I called back customer service and found out that my account had not even been cancelled. So I went through the process again then put in 2 complaints. Again was told i probably would not get a refund. At what point does a company take responsibility for its representatives actions when they are working and not just say tough luck to there customers. Not very good customer service.
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Provan Crump

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Posted 5 years ago

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Lake Country Satellite

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Hear you loud and clear!  You should NOT have had to go through all that, and I am sorry for this.  As an Elite Exede Dealer on the Dealer Advisory Council, I am working really hard to help eliminate stuff like you experienced.  Please send me a private email with the contact information on your account and the approximate times of your calls and I will have someone look into this for you and resolve this to your satisfaction.  I am hearing way to many stories like yours and we need to fix this problem of agents blowing off our customers.  Again, I am truly sorry, this is NOT the image that Exede wants to put forth and NOT the norm.

david@lakecountrysat.com

David R Varner is an Elite Dealer for Exede High Speed Satellite Internet and is also a member of the Dealer Advisory Council to ViaSat.  www.lakecountrysat.com

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ExedeCrystal

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Provan Crump,

I am very sorry about the misinformation you received from the customer service rep. Please send an email to exedelistens@viasat.com with your account information. I would like to review the notes on your account as well as see what's going on with the refund. Thank you.

ExedeCrystal
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Rebecca Payne

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Well well the same thing about it happened to me     I called and was disconnected and quess what they took money out of my account  and I called and asked why and they said I was never disconnected       and I could be disconnected today with no refund of the money they took   Well Well I see others have this problem and I am going to copy and paste these and send them to the better business bureau  and other places  They are a bunch crooks stealing our money   
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Exede Kimberly

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Rebecca,
We definitely would never steal anything from our customers and I'd hate for you to feel that way. /: Why don't you send me an email to exedelistens@viasat.com and I'll see what I can do for you in this situation. Look forward to chatting with you..Exede Kimberly

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