Trouble with service, billing

  • 1
  • Problem
  • Updated 3 years ago
  • Acknowledged
  • (Edited)
OK.. So here we go.. I called Exede on Tuesday March 29th to see about getting hook up for internet.. Spoke to a very polite gentleman name Sabastian.. Who informed me that I could get the package I wanted the Liberty 10 WHICH included the free zone between 12am and 5am.. Also that I would not be billed until the 8th of April exactly ONE week after installation.. That my bill would NEVER be over 74 dollars.. And as an added bonus he would knock off 20 dollars for the first TWO months of service.. I ask him to call me back the following morning so I can discuss this with my fiance before making a decision.. He calls me back on Wednesday March 30th at 2pm.. I speak to him again and he REASSURES me of everything we had gone over the prior day is exact.. So I decide to sign up for the internet service.. He schedules an appointment for the satellite install on Friday April 1st.. The nice gentleman comes on April 1st and installs the satellite and gets me up and running..

So from this point forward I am under the assumption that I HAVE the free zone to use between those hours of 12am and 5 am for unlimited internet usage.. SO.. I go on the internet at 12:01am on that night and start watching Hulu believing that this is free.. and I do the same on that Saturday night.. Then comes Sunday April 3rd I decide to get on MyExede.net and check my data usage.. and WOW... TO MY SURPRISE!!! I have burned thru 3.1 GB!! KNOWING this is not correct I open a chat window to talk to someone about this.. I get a woman named Tiresha.. who turns out to be VERY RUDE!! And tells me that the Free Zone is NOT offered in my package for my area!! ????? HUH ????? ... I try to explain that the rep named Sabastian ASSURED me that this was included in my package.. All's she had to say is I am sorry for any inconvenience.. over and over.. not offering ANY help what so ever!!! So I ask for a number to her supervisor.. which she gives me.. I call and get a wonderful woman who explains to me about the package details.. Saying this was human error on their part.. BUT offers no solution to any help what so ever again.. So I just chalk it up to a loss and deal with it..

THEN... I decide to see what kind of data is getting used for ONE hulu show.. which turned out to me hardly anything.. BUT while I am on MyExede.net I notice it says Billing for April 4th!!!??? Wait a minute.. I was told that it wouldn't be billed until April 8th.. and ALSO my bill is $76.76!!!!! SO again I call up the customer service.. I speak to a gentleman who says to me AGAIN "it must have been human error" seems to be a common phrase there.. and goes on to tell me if your service is installed on April 1st.. your billing cycle will be the 4th of April... WHICH IS NOT WHAT I WAS TOLD!!!! So here is lie number 2!!!!!! And to top that off my 20 DOLLAR promise was not applied to my account.. AND they prorated back to service install date.. putting my bill at $76.76.. So I ask the gentleman to please look into this because I KNOW the conversation was recorded.. Sabastian had told me it was.. He leaves the phone for a few minutes.. comes back and says we have no record of this.. but will apply $25 discount to my account for this month.. and I MUST call back before next billing cycle to get another $25 discount added to next billing cycle... ????? HUH ????? .. So I am responsible for contacting them for a promise of this 20 dollars off they are suppose to do for me.. EXCELLENT business ethics...

MEANWHILE!!!
while I am on the phone with this gentleman I check my bank account and TO MY SURPRISE!! My bank has been CHARGED $76.76!!! PUTTING IT -$50.71!!!! without ANY warning!! Charging me a $35 overdraft fee!!! WHICH I CAN NOT RECOVER FROM EXEDE!!! Your service has done ABSOLUTELY NOTHING for a customer and is making it so I am about to cancel service and block any and all transactions from the bank account!!!

BECAUSE... So far this has cost me $111.76 and I haven't even been connected a week!!!!! At this rate I will NEVER recommend Exede to ANYONE!!!!! I have spoken to a civil attorney and he says there is case for civil suit with liabilities because of the false information.. And punitive damages for misrepresentation of a service..

So for ANYONE looking to get any kind of service from Exede.. BE AWARE!!!! They are completely DISHONEST when selling you the service.. and will tell you ANYTHING to get you to sign!!! And this hasn't just happened to me.. It has happened to HUNDREDS according to what i have read here in the forums...

So to you Exede service... THANK YOU for the WORST experience I have EVER had with any company!!!! And I thought Time Warner Cable was bad.. NOPE.. YOU TAKE THE CAKE!!!
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Jeremy Nichols

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  • ANGRY AS HELL!!!

Posted 3 years ago

  • 1
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Jim, Champion

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Do you know if you purchased directly from Exede or from an independent dealer?
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Jeremy Nichols

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Directly from Exede.. called the number on the exede website..
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Exede Lindsey

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Hello Jeremy, definitely understand your concerns, we here at Exede value our customers and strive to provide the best service possible, this is not the experience we want you to have. So that we can review your account and provide some options please send us your account and contact info to exedelistens@viasat.com and we further address this issue.   
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Steve Frederick-VS1/Beam314, Champion

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While you were on the https://exede.com site, did you look at the plans offered for your zip code? Did you look at what was included in those plans? It is always a good idea to research before you commit to anything.
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Jeremy Nichols

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I did do the research.. looked at available plans.. and when I spoke to the rep he explained everything that I had already researched AND wrote down.. This is the problem.. everyone has no idea what the other is saying.. One says free zone available.. other says its not.. one says payment will be billed one the 8th.. other says no I am sorry it is the 4th.. this is another company who has hundreds of people working and selling a product but has NO guidelines to the product.. everyone says whatever they want to make a sale.. and then screws the customer over by not telling the truth.. read you posts on here.. seems to be a constant and definite reoccurring thing with Exede.. Or should I put it in simpler terms for the people who cant understand.. Screw the customer.. tell them what they wanna hear.. make a sale.. once they sign we will change everything to fit our needs.. its okay.. and if they complain.. just say.. "I am sorry for the inconvenience.." and leave it at that.. problem with that is you DO NOT have that right!!! well guess what you have met your match.. I do NOT get pushed around.. I research the LAW and anything I sign for BEFORE I sign.. and I do not get lied to.. I fight for the rights of myself and others.. A company will NOT take advantage of the simple man and I wont allow it.. BECAUSE I AM NOT A SIMPLE MAN!! and I am a computer genius.. I know the ins and outs of technology.. I repair computers, tablets, phones for a hobby.. I know the internet very well.. I know that what you are doing is wrong.. AND ILLEGAL! It is called Bait and Switch.. and is considered an illegal practice.. Especially in New York State.. Which is where I am from.. I have all the documentation to prove this that I am claiming.. because I record my phone calls.. for this simple reason.. and guess what.. In New York State it is NOT illegal for one person party recording.. I have screen shots of the bills.. voice recording of all conversations.. and all the chat heads that I did.. there is no way to disprove what had been said to me.. BUT I am the type I am not going to push for reimbursement.. I am going to saturate the infinite web with the details of the truth behind the lies.. and hey.. That falls under freedom of speech.. I am here just to let others know of the injustice behind this company.. the falsifying of information.. and the outright lies told by this company.. that is all...
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Jeremy Nichols

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Not to mention your changed the headline of my complaint.. to PROVE that your lairs.. pretty funny.. God forbid someone TELLS THE TRUTH!!!!
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Brad, Viasat Employee

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This is an Exede-ran forum and to better help self-help topic searches for future customers to look up we reserve the right to change the headlines on our forums. 
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Gregory Davis

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We moved to rural Virginia 9 years ago. We were staying at an inlaws while our house was built. No other choice but dialup so we signed up with netzero. When our house was ready for us to move in we called Verizon and the REP said we could get DSL and also sold us on DirecTV. Now this house was less than 2 miles from our inlaws and further away from the local Verizon local switching station. I just laughed. When the Verizon was out at the house running the copper line to our house I asked him about FIOS - he laughed. I got the same response when I mentioned DSL. Anyhow the Verizon rep was located in Richmond VA - our house is in Central VA between Charlottesville and Lynchburg. Our Verizon phone service was mostly FAIR - got BAD to non existent when we had a heavy rain event - so we tried Exede Voice. We switched back to Verizon when they finally replaced some old copper lines from the corner of our street to our Verizon connection box (all underground wiring). Anyhow when we called to get our Verizon phone installed their help desk is now in Silver Spring MD. These guys know little to nothing about what's going on or what's available in rural VA. We've gotten to know our local Verizon technician abut he can't help us until he gets a "Work Order" from their dispatch - Silver Spring MD. So it's not just Exede that has some issues with their help desk/customer service - unfortunately the bigger these companies get they at times have issues with "customer care, customer relations" or just maybe the particular sales rep was trying to make a sale. Now billing - that's another department - not really under his control.
Anyhow Jeremy we've been with Wildblue now Exede for 9+ years and have been fortunate not to have some of the issues with billing, connectivity, and/or help desk issues. I'm hopeful that your issues with Exede will be resolved satisfactorily.
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Bev, Champion

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Other than a couple of service reps who did lie to me (humorous, obvious lies but, they tried to make it sound legit.) I've had no billing issues whatsoever. Had one jerk wad technician come to do a service call when I needed the modem moved and, new cable ran since it was ten feet further from the dish than the old location. Called in and reported that unwashed, beer smelling goof off but, he did run the cable, he smelled to bad for me to allow him into my home so, I moved the modem to the new location myself. (I'm sure he said that he did it on the paperwork.)

The next time I needed a service call, the technician was clean, professional and very helpful. (step son felled a tree on my dish so, I had to get a new one, that took only 3 days and one of those days was a Sunday.)

Installers, form what I have experienced and, read can be hit or miss and, some are pretty flaky and, make outrageous promises. Now and then Viasat does manage to hire a flaky rep for the phone lines but, those don't last long. I've even had them give me free extra data or free service for a month, discounts off my bill, etc for various reasons.

Sound's like you may have spoken to the one flaky rep in the bunch or, didn't read everything, or misunderstood the details on what a Liberty plan includes. The billing, date I can understand and, I would have pressed that one and gotten it moved to the date I needed for future months. (I did make sure of it being after the 15th when I had Wildblue installed so many years ago because of my partner's direct deposit pay schedule, that was 9 days after my install but, they did it for me, no problem once I explained on the phone to the billing department why I needed a bill date after the 15th or it would cause overdraft fees every month.

Honestly, most of the Viasat employees and contractors are pretty decent to work with on issues, you just got one flake in the bunch at first and, now, you're letting your pride and temper make a mountain out of a mole hill.
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Jeremy Nichols

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@ Bev.. Ok.. So I never said anything about the installer.. He was very professional.. And very polite.. And I did not have any issues with him at all.. I would recommend him to anyone for any type of satellite issues..

That being said.. My main complaint is with the Rep service and Sales.. Lies or not.. They did a bait and switch on me.. Telling me one thing and selling another.. They used the lies to lure me into the sale.. BUT never sold me what was being represented to me.. They sold me a package that was not what they claimed it would be.. and ended up being a package that was nothing like they said it would be.. So that is a bait and switch.. and by law standards that is fraud.. If a company like AT&T offered a deal on cell phone service package.. then sold you a package that did not include the data they offered or the cell phone in the offer.. and sent you a different phone or gave you less data.. that is essentially the exact same thing.. a bait and switch.. for one is REAL bad business ethics.. and illegal in pretty much all the states..

And on top of that.. they billed me on a date that was not told to me.. they said the 8th.. I got billed the 4th.. putting my account 50 dollars negative.. so again I was lied to.. and the best part is that when I DID call and to someone.. I was told nothing they can do but give me credits towards further bills.. BUT I HAVE TO CALL THEM to remind them.. really?? are they not on a computer? they cant program it in to remove this money from the bill?? I can program a computer to remind me of anything at anytime.. SHOULD NOT be my responsibility to remind a multi million dollar company to remove money from an account balance.. Here in lies the problem.. And you said it best.. FLAKY REP.. but that is just it.. every one of the "reps" I talked to was not with it.. nothing was together on the account.. and none of them had a clue about what the other said.. no documentation on anything.. and here I am.. have everything recorded.. documented.. and screen shot.. for records.. sad when I am having to tell them how to do their jobs.. and the saddest part of it all.. When I DID ask to speak to a manager NONE where available.. How is it a company can run with no managers to speak of.. I work as a manager at a LARGE restaurant.. And fact of the madder is if someone requests a manager.. it does not matter HOW busy it is or how many crew are on.. I respond within a minute or two.. Customers come first.. THAT is good business ethics.. Something is wrong.. FIX IT! This company... NEVER HAPPEN.. to many people clueless.. NO chiefs.. read the posts.. SO many complain about bad service.. no responses.. no fixing.. just horrible everything..
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Brad, Viasat Employee

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Jermy. I'm going to repeat Lindsey's request to email us directly to exedelistens@viasat.com to be helped. We're in the corporate office and you have a list of complaints that need to be addressed. We will work with you but you have to email us as this is a open forum and we will need access to your account in order to do so, hence the request for you to email us with that information. As this forum is largely designed to assist customers, the best course to move forward with you is have you talk to us directly instead of airing further frustrations on the forum. I will be closing this thread to additional comments. Please email us to get the assistance you are needing for your account.

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