Payment issue

  • 3
  • Question
  • Updated 2 years ago
  • (Edited)
On Dec 2, after learning our account was suspended, I called to correct the situation. While paying the previous month charge, I was told my first debit card did not work. I gave him another card and he said, that went through. After more discussion, he gave me a $25.00 credit. But after I checked the 2 different cards I found out both charges went through. Both charges were made to our cards but only one payment shows on your account. We can do one of two things, You correct this quickly and figure out who has the extra $ dollars or we start fraud proceedings. I don't care how it is done, but we have been loyal customers, and this is not how good customers are treated. The third option is tell this story on social media which I will not hesitate to do. I see you want a payment again, according to my records, you already have it. Marcia Brunsvold
Photo of Marcia Brunsvold

Marcia Brunsvold

  • 1 Post
  • 0 Reply Likes

Posted 2 years ago

  • 3
Photo of Brad

Brad, Viasat Employee

  • 2683 Posts
  • 848 Reply Likes
Hello Marcia,

I'm sorry to hear that this happened. In situations like this we would require documents to be sent to us to resolve the issue (keep in mind this forum is very public so please don't respond with this information). If you can please email or fax 720-228-2219 we would like a 30 day statement following the duplicate charge to show that you were charged by us and it didn't get returned to you and then we can make sure whether or not it posted on our end and take action from there (obviously if your records show it was made and on our end it doesn't we'll correct it). Please include your account number or the phone number tied to your account when doing this or we won't have any idea who the documents are from. 
Photo of lorettalea


  • 5 Posts
  • 3 Reply Likes
Hi Marcia, 
I had exactly the same problem which cannot be resolved without me sending my statement to Exede with nothing blacked out. In this day and age who would provide sensitive bank account information, especially since Exede is making these kind of errors. 
Photo of Bev

Bev, Champion

  • 2623 Posts
  • 1042 Reply Likes
They already have your payment information (usually credit or debit card number, on file. No reason to black that out. If it's the bank statement, call them and ask if you can black out the account number and include a photo copy of your billing card.

As for a credit card, so they see what you buy on credit, I don't think they care how you spend your money as long as they get what they bill you for. If it's an error, of course you have to send proof of the error if it isn't in their system.

I've never had a problem (only ever had one billing error) and that was in their system as it was billed to me, took 3 business days for the refund to process but, no problem getting it issued.

This conversation is no longer open for comments or replies.