Trouble with refund

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  • Updated 5 years ago
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I moved out to the country about 4 years ago. The Internet options were not so good. I struggled with a slow service for some time but finally got Excede. The service was fast. Apart from the fact that I had to limit bandwidth usage, there were no complaints. Had the service for 3 years, paying $150 a month for the highest tier. Recently, a DSL provider came into the area with decent speeds and no bandwidth throttle, and it was less expensive. Naturally, I had to switch. I called Wildblue a week ago and told them my plans. The customer service representative told me that I would get a refund should I decide to cancel. My billing cycle is on the 8th. I called today to cancel and the snippy little customer service representative basically told me to "suck it", as far as pro-rating a refund. I feel really abused. No matter what ever happens, wherever I end up living etc... I'll never, ever become a customer of Wild Blue/Excede again. As if you couldn't tell, I'm not happy.
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David Howard

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Posted 6 years ago

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ExedeCrystal

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David Howard,
I'm very sorry to hear that you felt abused and we definitely do not want that to be your lasting impression about our company. Typically, when a customer disconnects in the middle of a billing cycle, the bill for that month was more than likely paid in advance. I apologize for  the inconvenience and I'm very sorry that you were unhappy about this billing issue. Please send an email to exedelistens@viasat.com with your phone number and the best time to reach. I would love to speak wit you further about this issue.Thanks
.ExedeCrystal
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Anon Forrest

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I had no trouble until the Recovery Act program ended.  Now I've had to buy another $20 bucks of band width JUST THIS MONTH!  StarBand screwed me like this a few years ago.  I think I know what you've done, and I plan to file complaints with everyone from the FCC on down the line.  Including the Better Business Bureau.  This scamming in unacceptable.
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Exede Kimberly

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Anon Forrest, I agree that having to buy extra GBs can be irksome at times. /: Has anyone ever gone over with you ways you can enjoy the internet while staying within your data limit? If you're interested, I'd be happy to give you some helpful tips.
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Kay Collins

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I ended up with a letter at the end of November saying that my account was going into collctions. I was fine with that because it would give me the chance to pay back in installments. However in December, I check my bank account and saw that they took over $700 without my consent. After arguing and crying to the customer service rep (I'm a stay at home mom and college student) they give me a half-assed apology and said they couldn't refund the money. Crazy question is that if my account was in collections, how could they have still taken money out of my account to settle a bill that was no longer theirs to settle? It was like they monitored my account and as soon as there was enough money in there, they took it and ran with their tails between their legs. I am never getting this internet again. Screwed me all the way, and it was close to the holidays too.
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Exede Kimberly

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Hello Kay, if you can send me your information and account verification to exedelistens@viasat.com, I can look into this for you to see what's going on with these charges.
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Anon Forrest

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Hi, and thanks.  A techie told me to "remaster my system" by disconnecting at the power source the modem, my router, and the cable to the satellite, and also to disconnect the devices from each other.  
He counseled me to wait  some minutes before reconnecting, so I gave it 8 hours.  We think like that in the Mountains.  Anyway, it's all up to snuff, very much faster, and I'm grateful.  
Before I eat the whole crow, I have a question:  Are your security codes encrypted?  
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Exede Kimberly

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Anon, I'm sorry I had overlooked your response. /: I'm so glad to hear your systems were back up to par. Everything still going good? Any issues? Also, are you asking about any security codes in particular? Anything related to Exede is almost guaranteed to be encrypted.
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Anon Forrest

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Thank you, Kimberly.  You soothe the savage beast within me.  
     I ask about encryption because I have learned about Apple's over-sight and the loses they took in Retail because of it. (I hold stock.)   And the same issue came up with my daughter's "home security" system.  The alarms could be disabled from the street with a TV Remote.  Really.
     In view of those examples, and knowing there are people in the towns who "hitch-hike" on their neighbors' TV and WiFi services, I wonder about my/our own vulnerability.
     It's a good thing to check out.  My own service is doing well.  Thanks again, Anon
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Exede Kimberly

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Hmm that's the first I am hearing about anything like this. I'll talk to our Tech guys and see what information they can give me and I'll get back to you. Thanks for the quick reply.
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Anon Forrest

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I originally got it from the BBC, then followed on Yahoo news, and I see it in the google list.  Thanks for helping me feel as if I am not "tugging on Superman's cape."  Anon
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LorrieL, Champion

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Anon where you could be vulnerable would be if you are using a router, which most people do...the router belongs to you and not exede...and that is where people outside your home can sometimes break in and use up your data allowance--again, they are linking via your router, not thru the exede modem...you need to be sure to have a secure password set up on your router...you can look up in your router manual or online detailed info on how to keep your particular router secure.  If you don't have a password set up for your home network with your router, anyone can hook up if they are close enough or if they have any of the new technology which I hear is letting people get into people's networks even from some distance from the house.
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Exede Kimberly

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Hey Anon, just wanted to check in really quick. I am having a hard time tracking down an exact specific answer for you but I am still trying!!
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Exede Kimberly

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So, I checked in with our Tech team and was informed that we are %100 PCI compliant. We take this sort of thing very seriously so we make sure to keep everything protected. (:
(Edited)
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lori ellis

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I am disappointed in service. I was not refunded due to the service guy who switched to my new place did not inform me I was to return the equipment. Got part of it sent back and they only paid half. I have battled now with the former place to give me the  TRIA! so I can get my $157 dollars back. Now my usage is gone before the 8th of each month and I use the after midnight free usage to download. I am starting to hate the all new suppose to be wonderful EXEDE! If I leave because of so much conflict they would charge me! EXEDE I very upset!

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