Lied to...unethical contract changing...withdrawing money from my account before bill

  • 2
  • Problem
  • Updated 2 years ago
  • Acknowledged
In July 2015 I contacted Exede/Viasat about internet service. I was told I had to sign a 2 year contract to get the service. I explained that I was in temporary housing, and would need to move my service when I found permanent housing. I was told that was not a problem, as I would receive 1 free move. I agreed to install the service based off this information. In October 2015, I secured a permanent residence for my self and my family. I called Exede and asked them what I had to move to my new residence as far as equipment, I was told to take my modem and the power cord to my new residence. I told them I was not ready to move my service to the new residence at that time, as I had to move the rest of my family across country. In December 2015, I called Exede to move my service to my new residence, at this time I was told service was available at the new residence and they would set up a time to do it. Before confirming an appointment, they had told me that it was a free move, but I would have to sign and new 2 yr agreement. I told them I had specifically asked about moving before I signed up, and was told I get 1 free move-no mention of signing a new 2 yr contract! They informed me at that time, that it stated this in the contract I electronically signed. I told them it was NOT in my contract and was verbally told different. They told me they could do nothing. So I looked at options to reduce my monthly bill ($80+/month) for a service I had not used since October. I was able to put my service on vacation mode for 6 months ($21/month). On or around April 11th, I was removed from the vacation plan and place back on my original plan at $99/month(intro offered expired and made my bill higher)- prorated for April and charged for May. This charge like all other charges, was pulled from my checking account BEFORE any bill was sent to me. The statements arrive after they withdraw the money from my account. I called to complain and was told nothing they could do about having to sign another 2 year contract, or taking money from my account before me receiving a bill. They again told me it was in my contract, that if I moved service, I had to sign a new 2 year contract. I verified again that it did not state that in my contract. I did find the statement in a newer contract that I had not EVER signed, this was off their web site.I told them I wanted to terminate my service, but did not feel I should have to pay for the future month they had charged me for and feel they should waive the early termination fee because I was never informed of having to sign and new 2 year agreement to move my service. They said they could do nothing and that my early termination would be $195. I was encouraged to call back the next day and ask for a corporate senior supervisor. I did call the next day and spoke with a corporate senior supervisor. Again told they would do nothing. I asked where in my signed contract it stated I had to sign a new 2 year contract, they said the contract had changed, and they have the right to change it anytime.

"4.1 Modification of this Agreement. Upon notice published on the ViaSat website applicable to your Service: www.exede.com or www.wildblue.com, we may modify this Agreement, including, without limitation, our pricing and billing terms. We may, but are not required to, also notify you by e-mail or other electronic notice. If you do not agree to such changes or additions, then you must terminate this Agreement in accordance with Section 4.3 below and stop using the Service within five days after the effective date of such modifications. Your continued use of the Service after this five-day period constitutes your acceptance of such modifications."

I informed her I had not been informed of any changes, she told me it is on their website and I had 5 days from the time of changes to terminate service if I did not agree. I asked how I was to know when contracts changed? She said it is on the website at anytime I want to look.

So, to not be entered into a new contract that I do not agree with, I would have to check their website 24/7 in order to cancel if I do not agree to the terms. This is unreasonable and unethical!

At this time I asked her what my cost would be to terminate service and she said $210(not $195) AND, I would have to return the modem and transceiver(this is different than what I was told when I moved in October). In order for me to return the transceiver, I would have to go to my previous residence, get authorization from the home owner to remove the transceiver from the dish still on the house. This would require me to have knowledge of how to remove it from the dish, climb on a roof 30 feet high with snow on it! Again, this is unreasonable!

I told Exede that I need to explore some options before I terminate service, as I do not agree with the early termination fees or the charges after my vacation plan as that is when I wanted to cancel service, because of terms not stated in the contract I signed!
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Brett Wolfe

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Posted 2 years ago

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Photo of Peggy Braly Parish

Peggy Braly Parish

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Only way out is to get a lawyer to look at this and  keep everything they say in writing as proof I was also tricked when I moved but you can buy and insurance for moving on there web site of course 
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KevinAuralee

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NO...  the insurance is only if you remain at the same residence and want the dish moved to another location.
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Peggy Braly Parish

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Well I paid for the insurance and did not have to pay
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Brad, Viasat Employee

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Hello Brett,

Thank you for expressing your concerns. Unfortunately this forum is in NO WAY linked to your account and while we do moderate this forum it's not a direct link to us at Exede such as a call or email in. It's more of a self-help option for our customers where we or Exede customers can answer a few questions. There's a growing number of people that would rather look up an issue than calling in and that's what this forum is for. You have a very specific issue involving your account and that would require going to us directly instead of on here.  I would advise that you email us directly at exedelistens@viasat.com and we can work with you directly instead of sounding off on the forum. If you do it in the next day or so more than likely I'll be the one working with you or Lindsey and either of us will be more than happy to look into your situation and concerns

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