Alpine, California
Not resolved

Around 12/20/2015 we called Direct TV to make changes to our tv viewing service, since couple months prior, we were notified by Verizon that Verizon and Direct TV were no longer bundled together in our service agreement with Verizon, and we needed to deal directly with Direct TV about our tv subscription service for now on independently from Verizon, which we were still paying the internet service. At the time we were paying around $150.00 when both services were bundled together Direct TV and Internet with Verizon on the same bill.

We then proceeded in contacting Direct TV about making changes to our service and possibly cancel to save money, the representative told us that if we kept the service with Direct TV, it would lower our bill,and give us a really discounted bundle offer, if we cancelled the internet from Verizon, that basically included Direct TV and internet for around $80.00 dollars combined, but with no mention of service being independent in service and contract away from Direct TV, with a third party nor the name of the company which the internet service would be through, nor that it would be a separate contract through this third party company (ViaSat Inc. Exede). in conversation with Direct TV representative we agreed to a new agreement based on conversation over the phone, which only mention we would have a bundle cost of around $80.00 for new agreement with Direct TV programming service and Internet. On that same conversation with Direct TV represantative were scheduled to have two separate installations done for our new service agreement, one for the Direct TV and separate for the internet, which at the point there was no mention it would be through a third party for Internet at this point still, nor any mention of separate contract agreements.

around 12/24/2015 the separate installer came to install the Internet, prior to finalizing the install the technician requested for a credit card, but with no charge on the card, he indicating it was required for only to activate to service with credit card on file, so I proceeded at that moment to call over the phone, my husband Ricardo Garcia, which was at work at the time to speak with the technician about his request to use a credit card on file, to confirm with him and to see if it was OK, my husband spoke with the technician over the phone, again the technician mention he needed a credit card on file to finalize the install with no charge. My husband gave his credit card over the phone, to proceed. In that install visit from the internet service technician made no mention still of billing or service contract agreements, he did not bring any service contract agreement to mention the separation of contracts, nor any contract to explain that we were tied to any term contract either, and because it was done through Direct TV, which is a company that has been around and its reputable, we assumed it was all taken cared off through Direct TV, just the same way we had the bundle agreement through Verizon for Direct TV service combined. The problems started a few days after the internet being installed, we had connection problems with the internet, the modem kept interrupting service, so when we called Direct TV about the connection issue, that we were told we had to call a separate number and company to fix the issues, and that they had no saying in that process, we then found out we were with a separate company Via Sat Inc., but still no mention of separate billing and contract agreement either.

in the first month of January the service was plagued with connection issues with the modem, customer service was terrible overtime we called, we were even threaten to pay $180.00 to replace the modem if it was faulty, we told them it was unfair specially when the service had not worked for the entire month since it first got installed. Finally around the end of January they sent a technician for the third time to confirm it was a faulty modem, but indicated he would mention to his supervisors that it was a manufacture defect so we wouldn't be the ones responsible in paying for the faulty box. After the modem got replaced we found out through this month of February that the service did not perform as was stated by the Direct TV representative, again it was Direct TV who sold us on the service, we were told that the service would be up to 25Mbps for internet speed but with a 5 gigs of data limit, but it would only drop to 15Mbps after the 5 gigs of Data used. The problem is the internet is worthless when it comes to speed, I just tested the speed through the internet, here are the results as follows.

.80Mbps for download, and 3.78Mbps for upload. We called a few weeks ago and told us their might be a service call charge for now checking what is wrong, we have gotten so tired of dealing with ViaSat Inc. or as its being called Exede/ WildBlue, we were just letting things be until we tried to resolve it with the Attorney General. But what prompted to finally submit complain is when my husband Ricardo Garcia noticed on his email a $83.80 charge on 12/28/15, $80.78 charge on 01/28/2016 and a $80.78 charge on 02/28/2016 on the very same bank card we were asked to use by the technician on the day of install.

We called Exede customer service and thats when we just found out they are charging us $80.78 a month separately from Direct TV, we asked them on what bases, and their only response is, that is in a verbal binding agreement when we spoke to Direct TV about the service, we mention there was never any mention of $79.00 a month being the amount for service either when , their reply was that it automatically a binding agreement when the service got installed, even without a contract letter or verbal disclosure from the installer, they say it only has to be accepted to be installed to be a binding agreement, I then replied, how can that be, if there was no mention of terms when speaking with Direct TV over the phone representative not direct from ViaSat or Exede representative. there response is it don't matter, and if we want to disconnect they would be happy to do so, but we have to pay $15 dollars per month of agreed remaining two year contract, which again there was never mentioned either prior to accepting, which again we were told it was automatically agreed when the technician installed the service, which mounts to $330.00 disconnection fee if we decided to cancel. We called Direct Tv about this mess, all they can say, is they are sorry for the misunderstanding, even after we told them we were misled by their customer service representative, which also also misled us to believe it would be bundled through them with a only $20 dollar a month charge for internet on top of renewing service with Direct TV , it turns out we are now paying more than what we were paying with Verizon prior to canceling the internet service, it now mounts to $81.00 a month from Direct TV, and $80.00 from Exede/Wildblue ViaSat Inc. again Direct TV response was by saying we are sorry for the misunderstanding, and understood how upset we were, but it was no longer in their hands, and we have to resolve it with Exede directly.

We need help, this is a nightmare, we are very disappointed with Direct Tv for the misleading selling of a third party internet service without disclosing the true charge and mentioning of third party as provider and contract and service as being different than theirs, we entrusted in Direct TV of being a reputable and professional, for that matter in taking some accountability of who they are including in their product and services in their sales upgrades and without any disclaimers in case of problems. its very upsetting that the only reason we are dealing with this problem with ViaSat Inc. in the first place, its because it was referred to us by Direct TV, we did not shopped and seeked Exede/ WildBlue, ViaSat Inc. independently.

We feel like the worst bait and switch as an action was giving to us from Direct TV, we are so upset with Direct TV that again if we tried to cancel them there would be a big cancellation fee from them too, at this point more importantly we and would like to seek help from the Attorney Generals office, to help us resolve the issue with Exede/ Wildblue ViaSat Inc. cancel this service if possible and get our money back for a service that doesn't work, and hopefully seek internet service with Verizon or other reputable company, we really need Internet service for my husband work and at current time cannot afford to change over until we are able to avoid the penalty charge we are threaten to pay for canceling.

Please Help us. Best Regards Nancy Ruiz

Reason of review: Problems with payment.

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