Not being able to see bill amount before bank account billed

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  • Updated 2 years ago
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Why is it that WE cant see our bill amount BEFORE our bank accounts are billed.. LITERALLY this is the only business I know of that does this.. regardless of whether or not it is the same amount I should be able to see my bill amount BEFORE my bank account is billed.. and when you contact chat they say... Oh I am sorry for the inconvenience.. We can not see the bill before its generated... So they know how much the bill is gonna be before hand.. If you ask.. But cant post it on your account page.. THIS NEEDS TO BE FIXED... I have had issues with my bank account being billed more than what I was told.. So I would like the bills to be posted on my account page BEFORE my bank account is billed.. here is a copy of the conversation with the chat lady.. She pretty much was NO help.. and BLEW me off after I basically tried to get a reason why this happens..

Angelica R: Thank you for contacting ViaSat Customer Care. I will be more than happy to help you with your request. Please allow me a moment to review your account information

.Angelica R: Hello Jeremy

Me:
hello

Angelica R:
How can I help you today?

Me:
well I would like to know why my bill is not up to see yet.. it is due tomorrow and yet I cant see how much it will be..

Angelica R:
I'm sorry to hear that there is some confusion with the billing but I can certainly help you with that.

Angelica R: I do see that your bill date is the 4th. Your bill will generate on that date and you will be able to see that online once that happens tomorrow.

Me:
yes but they will also bill my account tomorrow..

Angelica R:
That is correct

Me: and there is suppose to be a 25 dollar deduction from it..

Angelica R: I do see that credit on the account

Me:
but how do I know it will auto generate that 25 off.. it didnt last time either.. and cost me a 35 dollar overdraft fee

Angelica R:
I don't show that it was on the account before your last bill. I do apologize for that.

Me: I do NOT wanna be billed the 70 when it is suppose to be 25 dollars off..

Angelica R:
I understand. As I said, I do see that credit on your account.

Me:
I just dont understand why we cant see whats gonna be billed before the account is actually billed..

Angelica R: I understand and I do apologize. The bill does not generate until the bill date.

Me: but it generates and bills all at the same time.. so I wouldnt know ahead of time what my account is gonna be billed.. kinda poor business ethics dont you think..

Angelica R:
That is correct. Your bill should always remain the same, unless you change plans, buy more data or have a credit.

Me: well see thats where it runs into problems.. cause when i signed up the gentleman told me it would never be over 70 dollars and my first bill was 76.. and I didnt even know it until I looked at my account..

Angelica R:
I do apologize that they gave you incorrect information. The first bill does have prorated charges for the first few days of service, before the bill date.

Me: and by that time my account was billed already..

Angelica R:
I understand

Angelica R: You can always view your bill online on the bill date.

Me:
yeah and he never told me that and I know this now.. he also told me it would be 20 dollars off for the first two months.. which was never added.. hense the 25 dollars off.. but not being able to see a bill before its billed to your account seems kinda off putting on customers end..

Angelica R:
I do apologize for that. Any discounts like that can take 1-2 billing cycles to start.

Me:
well they took care of it and I am getting 25 off for 3 months.. starting this month.. I just wanna make SURE that it is added so I am not billed more than it is suppose to be..

Angelica R: Ok. Was there anything else that I can answer for you today?

(^^^^ BASICALLY BLOWING ME OFF ABOUT MY CONCERN ^^^^^)

Me: thats why I would like to be able to see the bill before it is deducted out of the account..

Angelica R:
I understand and I do apologize but we are not able to generate the bill before the bill date.

Me:
no thats it thank you..

Angelica R: Thank you for choosing Exede Internet Customer Care today, we appreciate your business! Have a great day!

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Jeremy Nichols

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Posted 2 years ago

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Bev, Champion

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I have to agree, the bill needs to be available on the management page a week before it's taken form our accounts. If you make changes that affects it and, so does the annual property tax recovery fee we get hit with.

Personally I can afford to keep 500+ in my account at all times but, I know not everyone can and, unexpected expenses do happen. (need well pump, car repair, emergency travel money, etc...) I'm fortunate to be able to have separate savings for those things but, people with more modest income don't have that luxury and, knowing what a bill is a week in advance would help most of us insure the funds were available and, we did not incur overdraft fess from our banks.

As it is now the bill posts at midnight at the beginning of the billing date and, at the same time the funds are withdrawn from the payment method on file. Unless you have overdraft protection, even a 1 penny overdraft can cost you 35.00 or more depending on your bank. That's like throwing money down the toilet, no reason it should happen IF you know what bills will be paid for what amount on what date. Unfortunately Exede does not allow us to see the bill before it's already been debited. We can't plan for the cost of changes or the property tax fee because we can't see the bill ahead of time.
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Exede Lindsey

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Hello Jeremy,

We want to make sure that we properly communicate what you can expect on your billing. My apologies to you if it was not explained how our billing system works. When your service is installed, you are billed for a prorated amount and a month in advance. Every month, we will send a billing notification to the contact email address you gave us when ordering the service. You will not receive a paper statement. Because ViaSat bills a month in advance, the bill does not generate until the bill date You will receive your first monthly statement electronically within a few days after the installation of your Exede service. If you have any further questions or concerns please give our Customer Care a call at 866.945.3258. 
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Bev, Champion

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Yes Lindsey BUT, we get that email on our billing date and, by then the payment has already been debited form our payment method on file. We cannot view the upcoming bill on the Account Management site unyil our billing date, when it has already been taken form our account.

What we are asking for is to receive that email a week or so BEFORE our billing date and, have the billing statement for the upcoming bill available on the management site at that time.

For example: My billing date is the 16th, I get the email that my bill is ready at 11:50 to 11:59 PM on the 15th. I can view the statement at midnight of the 15th/16th - that's also when the money is taken from my account.

What would be better is if I got the email and could view the bill on the 8th. Most companies, even with paperless billing send out the statements via email notification 10 to 14 days BEFORE the bill is due but, even 7 days would help a lot of people manage their budgets better and, reduce Exede's customer complaints and lack of fund available issues.
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Jeremy Nichols

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Yes exactly what Bev is saying.. I want an email or a post on my account page a week BEFORE the bill is due.. NOT the same day as the money is taken out..Electric companies, Gas companies, Auto insurance places.. EVEN TIME WARNER! sends you either an email bill or a paper bill.. of the upcoming charges BEFORE the accounts are debited... YOU DO NOT!!! I get my statement the same exact MINUTE my account is billed..And if the BILLING IS WRONG or changed without my knowledge it can cause issues with the bank account.. charging me fees I do NOT need.. Thank You Bev for agreeing with me.. is bad business ethics for sure..
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Judge and Jury

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It will be a hassle but...  Contact your bank and DENY charges from exede the day (or days) before the payment date so exede does not get paid at midnight.  You can then see the pending charges (from their email griping they didn't get paid) and ALLOW payment to exede LATER on the billing due date and not be late.  If they don't like it tell them to arrange for, and meet you at arbitration and let them explain themselves there.  You must allow payment sometime ON THE DUE DATE or you will be late. After you allow exede to charge your account at the bank call customer care and tell them to re-submit. If everybody did this exede could not set up arbitration for 655,000 customers every month and an improvement would be forthcoming.  Exede is run by money managers with no concept of customer relations whatsoever, BUT THEY CAN BE FORCED TO LEARN.
Remember.. where there's a will, there's a way.
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Steve Frederick, Champion

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I have always had my account charged to my credit card. I get more than a month before I actually have to pay for the charges. 
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Bev, Champion

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I doubt it will do much good. I've asked several reps over the years to suggest to accounting and billing departments that bills should be available to customers at least a week before the actual billing date. Even ask a few account representatives but, 10 years and it hasn't changed.
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Judge and Jury

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To withdraw money from a customer account without the customer knowing what is about to be taken causes the transaction to be made without "informed consent."

Complaints should be made to the Federal Trade Commission and also the Federal Communications Commission.  Skip the lawyers, the government has no arbitration clauses attached to the law.
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Bev, Champion

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It is with our consent, we signed the contract and gave them the payment information. It IS the same amount on the same date 99% of the time but there are times we make service changes, have a service call or, the annual property tax recovery fee hits and, the bill is different now and then.

It would be nice to be able to verify the amount ahead of the billing date so that if we see a potential issue, we could question it but, we don't have that option until after the fact.
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Judge and Jury

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I have never experienced any 2 identical bills.  I did not consent to paying a fee for property taxes that do not exist in California.  The Tria and modem are not "real property" in California and our homes are not inventoried for taxable possessions.  I do not live in a city but my mail goes to San Jose only because that is the closest place I can go to get it, so I am not even subject to city taxes here.  We do not pay sales tax on rentals and leases.  In California it's called "Sales Tax" for a reason, we are taxed when we BUY something  yet exede charged me sales tax in: State, County, and "County district sales taxes" (whatever a County District is?) and "City Utility Users Tax" (remember, I don't live in a city, actually over 22 miles away from San Jose).  I want to see THEIR bill showing where that tax they charged me went!!

The key corporate question within ViaSat is "What else can we 'Monetize'?"  They totally swindled everyone that changed from classic plans to the liberty plan. Again, when people can't even get a 300kb connection in the so-called liberty-pass mode, they are again told there are no speed guarantees and no, you can't switch back, and no, the late night free zone is not returning to you to make up for the dump-truck speeds you now experience, but yes, we will still charge you more for less.  That's Monetizing bandwidth and they made a lot from it.  It's the standard theme of ViaSat and subsidiaries.  The taxes they extract from me goes in their pockets. They monetize words... that can produce more money.
(Edited)
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Bev, Champion

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I lived in California for years, you do pay sales tax on Cable, a motel room, home phone so yes, satellite services too. The dish is real property in most counties. I had one of those huge ones years ago and, paid property tax on it. California pretty well taxes (or calls it some other "fee") everything - one reason I don't live there anymore.
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BARBARA SUPINGER

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I totally agree with Jeremy... we NEED to see what our bill amount is BEFORE it is withdrawn. Even just a little bit of a change or an added "tax" can cause a lot of problems for people who live pay check to pay check. I have been lucky SO FAR, but like I said... even a small change in the amount, can cause an over draft, which in turn COSTS you more & could affect your credit reliability with your bank. I hope that all the comments on here get to the attention of EXEDE, and gets them to see what their customers want.
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Diana, Viasat Employee

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Craig,  Lindsey has posted what this fee is for, this is not being put in ViaSat/Exede's pockets. 

The annual one-time charge is a fee to cover the associated costs of our company paying for property taxes on the leased equipment installed at your home (modem, TRIA, dish).

The Property Tax Recovery Fee varies from county to county and state to state, and is based on the county in which you have service. It’s also based in part on the cost and age of the equipment.   Exede Diana
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Old Labs

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Craig asked, Diana answered...

And no it's your problem... it's a tax imposed by local governments on consumers and companies are forced to collect it and remit it to the government.

But to the original topic, yeah, I agree - whoever ViaSat outsources their billing to should address the issue at hand (at least I doubt Viasat performs their own billing or other admin type functions - it's not their bailiwick and no, outsourcing does not imply offshore).

P.S. Something tells me you'd do better to follow this:



Shooting the messengers and hired help rarely works.         
(Edited)
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Bev, Champion

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I tried that to, got the same in reply "Your bill will always be the same amount unless you change packages or buy more data. We are a paperless billing company and do not send out paper statements."

Yeah I get that but, why can't you send out the electronic statements and email notices a week or so BEFORE the actual billing date? Every other company does and, yes I have elected paperless for every bill I have, it's all electronic - same as Viasat EXCEPT the rest allow me to see the bill well before it's due.

Point is, though perhaps once or twice a year, the bill amount DOES CHANGE and we should be able to see that and plan for it a bit in advance.
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Old Labs

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As noted, in full agreement on the primary issue... but it seems we live in an age of common-nonsense when dealing with decision makers who probably have never had to live paycheck to paycheck in their entire lives (and never had to live with the consequnces of over draft charges if a direct debit).

Doesn't appear Exede is listening since nobody's asked for paper statements just a courtesy heads up.

But if using a credit card, what's the real problem? The credit card doesn't come due until much later (as well as more options to contest charges).  
(Edited)
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Bev, Champion

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Credit card no problem but, some of us choose not to have credit cards or, cannot get a credit card because we have no credit so, we use check/debit cards. That means the funds MUST be in our bank accounts when the payment is requested.

Personally that is not a problem but, I don't live paycheck to paycheck with little or no savings to handle unexpected expenses. Many people do and, if their car needed repair, they needed to have their water well pump serviced or replaced, a tree damaged their roof etc... then they barely had the NORMAL Exede bill amount but, the annual property tax fee, or other changes hit that month, they would face insufficient funds fees from their bank when, if they had known, they could have made arrangements to pay part of the bill later or, arranged to pay another bill later in the month, borrowed the money form someone, etc... But because they could not see the bill, now not only is their service cut off, they are now 35 to 70 dollars in the negative in their bank account plus whatever the extra amount on the Exede bill was.

under 100.00 might not make much difference to some of us but, it does to a lot of customers. 5.00 makes a difference to a lot of people.
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Old Labs

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Yeah, I get it... ViaSat doesn't.

P.S. Regardless of payment method.
(Edited)
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Bev, Champion

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Okay, it is 5 hrs and 45 mins before the money will be taken form my bank account and yet this is what the account management page says.

Current amount due: $ 0.00
Next bill due on: 05/16/2016

Even this close to my account actually being billed, I cannot see what that bill amount is.

DTV Due the 1st, It posted the new bill amount yesterday.
Sprint due the 17th posted the new bill amount on the 4th.
Electric Bill Due the 22 posted the new bill amount today.
Exede bill due tonight at midnight. new bill amount NOT POSTED

This is what we mean, by now I should already know the exact amount that will be taken form my account in a few hours but, I don't.
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lorettalea

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I resent having to pay Exede's property taxes for their equipment, I pay 9.99 a month to lease my equipment. Yes as consumers we pay government mandated fees and taxes that are not optional. Does the mortgage company pay my property tax out of their pocket?  If I rent or lease a house do I pay the property taxes for the owner?  This is just Exede's way of getting my money for nothing. 
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Bev, Champion

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They do it that way because all states don't charge property tax on the dishes, if they did, we'd all have a small, permanent monthly property tax fee.
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Ashley B

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Ok excede we know your reading our messages but your definitely not hearing us!!! You can post our Bill a week in advance, you just want. I'm getting in touch with the Head of this company via my lawyer. You can't post a Bill and in the same day deduct the amount from the customers account without causing issues with the banks!! We have rights!!! In January when my contract is up I'm done but not before my lawyer is done with you because it's illegal to charge someone's account before they have a chance to see said Bill incase there's a dispute!! LISTEN TO YOUR CUSTOMERS!!!
(Edited)