unauthorized data being charged.

  • 1
  • Question
  • Updated 9 months ago
  • Answered
  • (Edited)
12-09-201701:29 amPlease do not close this incident. I cannot callI am afraid to call your company as either i gethung up on or someone gets upsetas they are so set on their procedures thatthe problem of my being charged 200 to 400 mbof data while i am only on during free time is ignored.Hello:Ever since the 30th of November I have noticed an abnormalincrease of data usage charged to me. I have been using the 12 am to 5 amfree time to do my downloads.The Program that I use to show peak and non peak times of usage isNetworx. It shows I only have used 7.8 gb usage during peak hoursand you show 11.2 gb usage. (24 Nov to 7 Dec at 4:08 am)I have pictures showing my usage.account #xxxx I have only two of 3 computers online after peak hours and one (windows8) not even being used. Please elevate to tier 3.Thank you for your timeMilo12 am to 5 am.12-09-2017I am now charged 12 gb and i have not been onlineexcept during free time 12 am to 5 am
Photo of Milo Miller

Milo Miller

  • 14 Posts
  • 0 Reply Likes

Posted 9 months ago

  • 1
Photo of J&J

J&J

  • 1683 Posts
  • 1000 Reply Likes
 
I guess it needs to be asked, what are the other computers you did not mention?  Could there be a machine running Windows 10?  I'll guess no since you have another running Windows 8, but the question still needed to be asked.

Send an email to Viasatlistens@viasat.com and include your account and contact information with your description of the problem.  Do this ASAP because they answer these emails in the order received.  You will receive an acknowledgement almost immediately and get an answer within 24 hours.
 
 
Photo of Bev

Bev, Champion

  • 3063 Posts
  • 1283 Reply Likes
Milo, please send the email Craig suggested. You do not have to be actively using a connected device in order for it to use data. Many programs and apps update themselves automatically, even when you are not using your device. Let the CSM team here, via that email have a look and, give you a better idea of what is using your data
Photo of Milo Miller

Milo Miller

  • 14 Posts
  • 0 Reply Likes
I hve written an email response to email addressee in craigs message
to:   viasat listens at viasat.com and a new case number appeared. I am
now awaiting a response from viasat.
Photo of computer1949

computer1949

  • 224 Posts
  • 7 Reply Likes
I had the same issues months ago I had 2000 dollars of unauthorized charges. Data I Sent them an letter in the mail. They said they would mail me changes back in a check
Photo of computer1949

computer1949

  • 224 Posts
  • 7 Reply Likes
Have a suggestion, compliment or even an issue you'd like our Vice President of Customer Service to know about? Every letter we receive is reviewed and acted upon promptly so please include your full name, Exede service address and your account number to ensure a quick response.
emailicon

Viasat VP of Customer Service
P.O. Box 4427
Englewood, CO 80155
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 3250 Posts
  • 1865 Reply Likes
How exactly did you have $2000 dollars of unauthorized charges? Did you have a business account?  That is the only type of account I know where you pay for the data you use (or in your case...you say not used). 
Photo of Matt B

Matt B, Viasat Employee

  • 784 Posts
  • 393 Reply Likes
Milo,

I've removed your post containing your account number and personal email.  This is a public forum, you should not post personal information. 
Brad is aware of your email, and is working your case today.