- Report: #1171093
Report - Rebuttal - Arbitrate
Complaint Review: Exede Wild Blue
Exede Wild BlueNationwide USA
Exede Wild Blue - Viasat Exede makes promises then lies about refunds Nationwide
*UPDATE Employee: Early Termination Fees
*UPDATE Employee: I can Help
*Author of original report: OK MR ALL CAPS
*General Comment: How??
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I signed up on a 2 year contract with Exede Wild Blue satelite internet in Feb 2014. in June of 2014 I moved into a new house and tried to transfer my services. After going through my Lease agreement, my landlord specifically stated that only one satelite dish will be allowed on the premises. The home currently had a DirecTV dish but it wasn't being used. Prior to the new installation, I called the service technician about this and mentioned that he would need to remove the direcTV dish in order to install the Exede dish. He said he couldn't do it. He mentioned that the brackets were different and it would require drilling new holes into the roof (which wasn't allowed).
Later that day he called back and gave me his manager's phone number to see what could be done about this installation (I really wanted to keep the service). We discussed the options of perhaps putting the dish in the yard and the landlord said no, as they would need to pour concrete and go 4 ft deep with the hole.
It had been decided by the manager that they couldn't complete this installation and that he would put in the notes to waive my early termination fees. I paid what I thought was my final bill in the month of June and moved on to a DSL ISP.
On July 25th, I received another bill and receipt (autopay) for $271.81, the early termination fee. They had already deducted the amount from my account and I had followed every step in sending back the equipment. I immediately called their customer support team and mentioned that there was an error in the billing. They looked through the notes and agreed that the bill was in error and the amount would be refunded to my card within 5-7 days.
On Aug 20th, I called their customer support again mentioning that the refund had never been processed. The young lady mentioned that the refund didn't go through because the previous CSR didn't use the appropriate reason and the corporate office had declined it. I responded by asking why I wasn't notified of the decline in the refund? No email, no phone call, nothing. After a heated debate she flat told me that there was no way to get a refund and I was free to speak with her supervisor.
Her supervisor, Anthony, proceeded to tell me that I didn't have a good enough reason to have my early termination waived. He said there was no way a refund would be processed and that was that. I mentioned that somewhere along the line there was a disconnect between what I had been told by the technicians in June and CSR in July and how is it all of the sudden that I'm not going to get my refund? He had no answer other than that's just the way it is. He didn't mention that I could call Corporate, who ultimately makes the decisions on refunds nor did he give me any options.
I'd like to just warn anyone looking to cancel their contract with Exede Wild Blue - Viasat, to beware of what they tell you and know that once they have your money, there may not be a way to get it back.
This report was posted on Ripoff Report on 08/20/2014 12:24 PM and is a permanent record located here: http://www.ripoffreport.com/r/Exede-Wild-Blue/nationwide/Exede-Wild-Blue-Viasat-Exede-makes-promises-then-lies-about-refunds-Nationwide-1171093. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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