Trouble with service

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  • Updated 3 years ago
  • (Edited)
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I had exede for nearly 8 months. We could never watch netflix or play xbox even though that is what we were paying for. I finally cancelled, I applied for my early termination fee to be waived and when I call back to check on the status of that application the woman on the phone told me that my fee had been waived and the account had no pending amount. A few weeks late over $200 was taken out of my acccount, I called and they apologized but said there was nothing they could do. I spoke to the supervisor and she was the rudest woman. If the company would go to the recording they would hear the woman tell me that my fee was waived. But instead of honoring their word and doing the ethical thing and giving my money back they told me it was my fault for cancelling! This is the worst service and customer service I have ever encountered and I will never recommend this product and tell those who have it to drop! What they did was unauthorized and theft!
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RG

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  • PISSED OFF!

Posted 3 years ago

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Knight Rider

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First off there should have been no reason you couldn't watch Netflix be it that you would burn through your data cap quite fast, you can watch movies on this service.  I have watched a few my self, just the other night I watched Dracula and Frozen Ground and they loaded just fine.  Second you were in a 2yr contract so if you cancel before that point yes you have to pay the fee to do so.  Now as far as someone on the phone saying they will wave the fee, yes sometimes they will wave it be it not very often.  As far as charging you the $200 was not unauthorized nor theft you canceled your 2yr contract after 8 months so there were early termination fees and you were made aware of that when you signed up.  Was the charge unwanted and unexpected sense someone said they would wave the fee maybe so but not unauthorized nor theft. Your best option is to send a calm and collected email to exedelistens@viasat.com with your former account number, contact info and a link to this post.  That email will go to the social media team and once received one of them will reach out to you and see what they can do but no guarantees they can wave the fee for canceling early.
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Steve Frederick, Champion

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RG, you need to send an email to exedelistens@viasat.com and one of the moderators will check into what is going on with your account. In your email be sure to include your account number and phone number, and reference this post. Diana, Lindsay or Beau will get with you.
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Brian Shackelford

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Exede does not record its calls. I was told as much by more than one person when I had a problem not too long ago. That is why I usually do online chats or emails ao there is documentation. Hope they get you squared away.
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Exede Beau

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Brian, our customer service calls are recorded, I'm sorry you were told otherwise.
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Exede Beau

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RG, as the others have stated, please send us an email at exedelistens@viasat.com with your account and contact information. Please reference your post in your email. I'd be happy to take a look at the situation and find a solution for you.

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