money wasn't put back in account

  • 1
  • Problem
  • Updated 1 year ago
I'm very upset with exede, I have a two year contract and this month is a year i've been with exede. Feb. i could not pay due to an emergency but this month i paid before my pay date. a couple of days later exede took money out of my account so i called a explained to the person about what happened and why i didn't pay in Feb. due to an emergency and that i'm on a fixed income an i needed the money they took out put back in my bank account to pay my rent. The rep i was talking to assured me it was ok and he would see to it that i get my money back. He went off the line to check something about my account and left me waiting and never came back on. We did not get disconnected . So i called back and got someone else and that person said the same thing and my money was going to be put back within 2 weeks. Never happened, I called back 10 days later and was told by another rep. that the order was filled out on the 4th of March and should be a couple of days that i would get my money. Again i waited a few days and nothing, so i called again was was told this time that i wasn't going to get my money because i have a 2 yr. contract and even though that i didn't have service for Feb. and i expected not to i still had to pay. I explained to him about my emergency and that i did pay for March, and i always paid before my due date and never late on paying always early. Who i ever talked to at exede should of told me that i wasn't going to get my money back and why. And it was 3 different people that told me i would get my money and me waiting 2 weeks. Now i'm thinking about canceling my account because of what i was told and had me waiting for 2 weeks to get my money. It may sound like i'm upset for nothing cause of the contract i have but when your on a fixed income every penny counts. I thought exede would understand and put the money back... I feel that exede did not care about what my situation was. Rebecca
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Rebecca Miranda

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Posted 1 year ago

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Brad, Viasat Employee

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Hi Rebecca

First and foremost I'm sorry about the expectations set by the agents and for the situation you're in. With that said, there's probably a very strong chance this refund request was rejected if the account is still active as the routine charge is a valid charge. The only way we can check on this for you is by looking at your account. Due to the privacy involved we will either need you to call our team at 855-463-9333 to see what happened or you can email us at exedelistens@viasat.com