Over charged customer support is no help.

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  • Updated 5 years ago
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Last cycle I was charged $213 dollars for my bill. I usually pay around 90.  HAlf way through the cycle, I decided to upgrade to Exede 12 25 gig, When I upgraded it said it would not take affect til next cycle as it did not add more gigs or reset the usage meter.  Again last cycle MY data usage capped.  I had to buy about 3 gigs.  But something odd happened, the day beefore I switched plans on 6/14   My usuage meter said I had a total of 40 gigs to use. I thought that was a glitch in thee meter .

Now Yesterday I get my bill, I was expecting no more then $130 total and  its $213. I call customer support and they were no help as they t
"tried" To figure out the charges but toldd me when I switched to the new plan, it took effect right away and i was pro rated.  There was also over 20 1gig add on charged of 9.99 made , 10 on one day alone.  There was a adjustment of $99.

What it looks like to me is that on top of my regular bill. I was charged the $129.99 in advanced, but the phone support person could barely understand the bill she was looking at. 

So now Exede, on top of the mystery data loss is now over charging or screwing up the charges? Who is running this show?   I need a Rep to contact me.
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Steve Walker

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  • Angry and ripped off

Posted 5 years ago

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Starring Matter

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I can't speak for the additional gigs purchased, if you say you didn't purchase them, that you will have to take up with Lindsay or Diane, but, you are always charged in advance.  So, your current bill included the $130 for your new month, plus the pro-rated difference from last month.  

The difference between the 130 plan and the 80 plan is fifty bucks.  So, let's say you switched plan exactly in the middle of the month, half (exactly the middle) of fifty, is $25.  So, take $130 plus modem $10 plus pro-rated $25 you get $165. Add some extra data you purchased (again, if you did not, that needs to be taken up with exedelistens), and that bill makes perfect sense.
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Steve Walker

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NO where did it say, that I saw any way, that I would be charged a month in advance.
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Steve Frederick-VS1/Beam314, Champion

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Check your contract. By the way, phone companies, satellite tv companies and land based internet providers all charge you for the month in advance.
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david, Champion

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I worked for an insurance company for years and that's exactly the way their billing worked, too.
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Old Labs (VS1-329-L12FZ)

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I need a Rep to contact me.
Send an email to one of the moderators at exedelistens@viasat.com and include your account information - they are unable to determine your account based on your profile here.

P.S. Starring Matter's math is pretty much spot on at a $165 baseline. Add $40 for the 4GB purchased prior to upgrading and you're at $205 - looks like you were dinged for that 4 GB also. Regardless, one of the moderators should be able to explain and/or adjust as needed.          
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Diana, Viasat Employee

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Steve, In order to determine your bill, please send your account and contact
information to exedelistens@viasat.com as our champion advised. It sound like
you were prorated for the current month and billed one month in advance. This
is how the billing is done. We look forward to receiving you email so we can
look over your account and explain your bill in detail.

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