Never Ending Issue with Exede Requesting Money From Us...

  • 1
  • Problem
  • Updated 4 months ago
  • Acknowledged
Reference “Refund Ticket” number of 23652681. If someone from Exede can get their stuff together and figure out how to tell their system that we DID RETURN OUR EQUIPMENT then perhaps we can stop receiving collection agency letters. Next step is Better Business Bureau. If you mess up our credit rating, you will be taken to small claims court for fraudulent business practices and harassment, as well as unnecessarily damaging our credit!
Photo of Sharon Penprase

Sharon Penprase

  • 1 Post
  • 0 Reply Likes

Posted 4 months ago

  • 1
Photo of Tim Spake

Tim Spake

  • 306 Posts
  • 128 Reply Likes
It's amazing how many people don't return their equipment. Better get tracking info when you send just for cases like this
Photo of Bradley


  • 823 Posts
  • 244 Reply Likes
Not bad advice for anything you mail in. I took a pic of the tracking number on the label provided. Otherwise I wouldn’t have had proof if needed.
Photo of Matt B

Matt B, Viasat Employee

  • 561 Posts
  • 235 Reply Likes

Please send an email to  Be sure to include your account information (account number, or phone number), the ticket number above, and a detailed explanation of your issue.

We'll be happy to do whatever we can for you!
Photo of Judy


  • 38 Posts
  • 16 Reply Likes
I have read a lot of this complaint. Why can't whatever dept. that is receiving the equipment enter it as received in the computer and the billing dept. pick up on that. What a way to run a company!!! There should be no issue when returning equipment. I don't understand why exede has to harass a customer so much.
Photo of Bev

Bev, Champion

  • 2623 Posts
  • 1042 Reply Likes
I agree, the return equipment system does need serious help. I see too many problems like this one, people being billed when the equipment has in fact been returned.

Also boxes sent to old addresses when someone moves, causing a delay, and getting the customer billed for non returned equipment.

And, as has happened to me twice, changing from a Residential to a Business account, or Business to Residential account and, thus , the equipment is still in use by the customer - you still get billed for non returned equipment and have to go through the whole refund process.

All of the errors amount to wasted time and, employee hours that Exede has to pay for and, upset, unhappy customers. Sometimes that does cause overdraft fees as well and, yes Exede will reimburse those as well, if you can prove solidly that the only reason for the overdraft charge was an Exede billing error. That costs Exede even more money than just having to refund the erroneous charges.

I get that the equipment goes to a processing center and, that's likely where the problems are with things not being recorded properly, or timely but, some of is the billing system too, kicking out bills without a double check method in place to see if the equipment really has been sent back, whether received yet or not (tracking number check) and/or checking to see if the customer is using the equipment in question on another account at the same address.

As the saying goes - To err is human, to really foul things up takes a computer.  Yep, that's equipment return.
Photo of Judy


  • 38 Posts
  • 16 Reply Likes
Thanks Bev for at least realizing there is a problem. But since is keeps happening you would think they would figure out what to do about it instead of just letting the problem continue and getting customers so upset.
Photo of xode0000

xode0000, Champion

  • 474 Posts
  • 151 Reply Likes
I suspect that the processing center that Bev referred to is a 3rd party company under contract with Exede and is not Exede itself.  These days, anything requiring employees is expensive due to, in no small part, endless government regulations, fees and taxes.  Since Exede is a small company, I suspect that the burden of doing this in-house was large enough that they needed to contract this part of their service out to a 3rd party company whose business it is to provide services like this to other companies.  The tradeoff is that the employees of the 3rd party company do not work for Exede and are likely minimum wage employees who are not very concerned about the quality of their work.

Fortunately Exede has anticipated that problems like this can arise and does provide Exede customers a means of communicating directly with people who do work for Exede if need be, through and, sure enough, Exede Matt B has chimed in here and suggested that Sharon send them her information so that they can fix this problem for her.