Over Billed

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  • Problem
  • Updated 2 years ago
  • Acknowledged
I recently had a house put on my property and needed to move my satellite. I talked to the representative and since I was on the easy care plan I could get it done for free. With any special equipment costing extra. The installer came out did what he needed to do and was professional about the installation. The problem is that when I was billed they billed me for installation cost of 200 dollars. I talked with customer support and they agreed to pay back the 200 dollars but it would take 7 to 14 business days. So here is my grips. One we have bills coming out and when you get 200 dollars more taken out it causes problems with other bills. Two why should I have to wait 7 to 14 business days when it only took you one to remove it from my account. Finally three this all could have been avoided if you actually show my next bill before you billed me. I checked the day of the billing and it didn't show up till after your company billed me.
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Roger Vance

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  • Angry and Frustrated at company policies

Posted 2 years ago

  • 1
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Stephen Rice, Champion

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Send an email to viasatlistens@viasat.com as soon as possible to get this resolved.  The people who check that email address are with corporate and can do more for you than the people who answer the phones.
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Matt B, Viasat Employee

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Roger,

7-14 business days sounds about right, unfortunately.  Email us, and we can take a look to make sure everything is on track, but there's nothing we can do to speed the process up.
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Roger Vance

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Stephan I will send an e-mail and have them look at this. As you said Matt your company has no problem taking money from people, but when it comes to mistakes by your company we have to wait to get our money back. This is an unacceptable business practices. This is not a return on an item that we didn't want this is theft of money by a big cooperation who believes they are above the law. If you walked into a store and stole money from someone you would be required to pay it back immediately along with jail time. There is no difference here you company took money that was not theirs from my bank account. By law that is still theft because I didn't give you permission to take it. If I went over and took money from your wallet and you noticed and talk to me and I told you I'm sorry I took your money I'll mail it to you in seven to fourteen days. You would ask for the money now. Why? Because it wasn't mine to take. I'm sick and tired of business who create policies to overwrite the legal system. If it's not yours return it simple as that. We all make mistakes but we are still responsible to correct those mistakes. Because of your company I had to borrow money to finish making payments and possibly loose my wife's insurance because I didn't have money in the bank for the auto draft.

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Debbi Cobern

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The same thing happened to me a few months ago. I had to get huffy with them before I was told I would have the money refunded within 7-14 days. This is nothing more than theft because they make interest on that money all that time they have it in their account and we LOSE interest over that time. Something needs to be done about this Corporations illegal practices and I mean sooner than later!!!! Mad in Alabama!
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Stephen Rice, Champion

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I hate to say this, but Rodger brings up a few good points and I really agree with his last post.  You would think Viasat could at least issue him sort sort of credit as a courtesy for this mistake, since the return of his money is not being expedited.

It is kind of funny how Viasat jumped to conclusions to strip my champion status while accusing me of being racist, yet it is perfectly okay to take a customers money without any justification, and then take up to two weeks to return it.  If I were to jump to conclusions like Viasat did with me, I would say Viasat is guilty of criminal activity called thievery.

It only costs $20 to overnight a Fedex envelope containing a $200 refund check.  

I'm a very happy Viasat customer, but I think Viasat should handle these situations different than they have in the past.

I had a similar situation happen to me shortly after the year 2000.  Several of my bills were paid automatically via my checking account.  One day a company decided to withdraw $3000 instead of $30 for my automatic payment.  I barely had $1,000 in my checking account, yet somehow the payment went through.  I didn't even know there was an issue until one Friday when I went to deposit my paycheck and the teller told me I had a negative balance.

It took about two weeks to get the issue resolved, and fortunately they covered all of the overdraft payments.  It was a nightmare having to call a company every day begging to have my money returned.  
(Edited)
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Stephen Rice, Champion

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And for the record, I am a Viasat fanboy.  I own stock in the company and am very pleased with the service.  I just think when things like what happened to Roger occurs, it really should be handled a lot better.
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VeteranSatUser, Champion

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It's not just Viasat. I think you find the same with Verizon, Directv, Spectrum, etc.

I agree it doesn't make it right, but these are big companies with sophisticated billing and credit systems. It isn't as easy to flip a switch and issue a credit as it sounds.
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Stephen Rice, Champion

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I've received courtesy credits from Amazon customer support when they mess up.

All you have to do is open a chat window with Amazon, complain about an item being late and they instantly offer an extra month of prime membership as a courtesy. I've had some orders that were really screwed up and as a courtesy they have given me store credits plus an extra month.

Taking $200 from someone's bank account is a pretty big deal. It wouldn't hurt Viasat or their public image to do something nice to make things right when they mess up. Amazon does it all the time if a customer simply asks.
(Edited)
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Mark here

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It is very simple to credit a person's credit card account. If ViaSat really wanted to expedite credit in these instances it would have an internal system in which to handle these situations. It really can be as easy as when they are accepting payment.
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VeteranSatUser, Champion

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If it is a credit charge, you dispute it with the credit card company. They are the ones that give the immediate credit while under dispute resolution.

This would have been a bank withdrawl. Those credits are not as simple.
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GabeU, Champion

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It's not just Viasat. I think you find the same with Verizon, Directv, Spectrum, etc.
Same with HughesNet, too. 
  
(Edited)
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Stephen Rice, Champion

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It doesn't make things right.  Amazon has far more customers than Viasat, yet when they screw up, they go above and beyond to make things right.  I figured someone from corporate would at least offer a small form of compensation instead of simply saying, "Sorry but you still have to wait 7 to 14 days for your money to be returned."
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GabeU, Champion

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Whether Amazon can be used as a direct comparison is debatable.  With Amazon you're buying a product.  With Viasat, Verizon, DirecTV, Spectrum, HughesNet, etc., you're buying a service.  

With that said, I do understand what you're saying and agree that having to wait isn't very fair.  
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Stephen Rice, Champion

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With Amazon Prime you are buying a service called two day shipping.
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VeteranSatUser, Champion

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You get two day shipping, but the video library is why I buy it. You get access to a ton of streaming content.
(Edited)
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Roger Vance

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It's been two days since I emailed excede at "Exede Listens" and have yet to get a response from them. I checked my account and it shows I have a current balance of $200 and a last payment of $-200 received on 04-26-2018. Which yesterday is showed received on 04-25-2018. I talked with support yesterday and they said i should be getting a refund not a credit. However I am yet to receive the refund. If it was already approved then why is Excede not releasing it. Are they waiting till the 7th business day because of "Company Policy"? I'm not going to go through a rant as I have already explained my thoughts on this, but at this point I am very disappoint and frustrated with Excede's customer relationships. Your company policy needs revision. If it's a service or product canceled or returned due to not wanting or needing it then I agree a 7 to 14 day refund policy is acceptable because you agreed to have the amount taken and are subject to there refund policy. However when it's something that was not agreed upon the 7 to 14 day refund policy should not apply and should only be subject to the amount of time it takes to make the exchange. I've had companies just as large who made mistakes and within a day or less the amount was in my account. Company policies are not a one size fits all. They need to be flexible and change based on the situation.
(Edited)
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Roger Vance

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Just an update the amount was deposited into my account Saturday morning.