A little back story. I had a residential account then switched to business at the same address (we work our corporate jobs and run a business from home) but the cost was ridiculously high for slower speeds and less data so we switched back to residential. The switch back to residential happened back in June.
The billing date for my current residential service is the 18th of the month. But for the last two months I’ve also gotten billed on the 28th. On 8/28 for $54.92 and on 9/28 for $319.06. Neither the residential side or the business side show these amounts credited to any account we’ve ever held. So where are these charges coming from and how do I get them credited back. Customer service basically told us they can do nothing because they don’t see any account that these charges are attached to.
I sent you a private message for you to provide some information securely.
You asked me to reply to this public thread if I hadn’t heard anything by Tues. just letting you know that no one has contacted me yet.
Thanks for your follow-up. I still need to hear back, hope to have an update later today or tomorrow.
Our billing team is still looking into the $54.92 that were charged on 8/28, but they confirmed that the $319.06 were for unreturned equipment related to the business plan.
Did you return that equipment? Or maybe you still have it at home somewhere?
I checked with my partner who was supposed to send the equipment back but apparently forgot about it. If we send it back now will that amount be credited back to us?
Do you still have the pre-paid box we sent? If you don’t I can arrange to have one sent to you.
Hi @Maria.foshay/@Maria_Mohr ,
I have a new update:
- It looks like the $54.92 are also for unreturned equipment (modem) for the 1st residential account
- The $319.06 were for an unreturned modem and tria related to the business account, but looking back into the technician notes we realized that the tria was reused in the latest residential account setup, so the charges for the tria have been waived. All the charges that remain from the $319.06 are the charges for the modem ($50 + tax).
In conclusion, the unreturned equipment you should have at home are 2 Viasat Wireless Gateways (modems), just like this one below:
If you return those, we can refund the $54.92 that you already paid and waive the $50 + taxes that are pending.
Wonderful! So just to make sure I’m understanding -
The $319 will be credited back since the tech reused the tria
The $54 will be credited back when you receive the residential modem
The $50 pending will go away once you receive the business modem
Is that all correct?
The $50 pending are part of that $319 total (the tria is the remaining chunk - which has already been waived).
So effectively yes, if you return both modems you will get a $54 refund, the pending $50 will go away, and you will owe us $0 for the equipment.
Do you have a Viasat box with prepaid tag? If not we can send you one
Okay perfect, so since the tria has already been waived should I expect to see a refund for that portion in the next few days since it’s already been charged?
Hi @Maria.foshay, they mentioned they were waiving it, maybe they weren’t aware of the fact that it was paid already.
But yes, it should be a refund if it was already paid, I sent an email to point that out. And yes the refund should appear in your bank statement in a couple of days.
Just checking back in on this. I still have not seen a refund for the tria. Can you please check with them again?
Hi @Maria.foshay !
Sorry for the late reply.
We’re checking back with the team that is handling your refunds/waivers.
In the meantime, so we can accelerate the process for you, could you confirm for us if you still have the pre-paid box from Viasat, in which you could return the modems?
If you don’t have it or you can’t find it, we can send you a new one.
Hi @Maria.foshay !
According to the team, your business account was refunded $53.18 on 10/26/23 for the modem, and then received another refund for $265.88 on 11/2/23 for the TRIA.
Can you confirm this information for us? It’s possible that you may not yet have received the full amount due to credit card delays with refunds.