Mainview Gallery, LLC

We have reviewed the information for the *** *** account and found there has been nothing but proper customer service and working with the customer's daughter, ***, on our partOn 8/22/*** called into our customer service lineWe have listened to the recording of the call and it was
stated her mother would be in a nursing home temporarily, at least two monthsCustomer service rep Justin offered to waive the following two months payments at that time and made it very clear at the end of the two months, *** would need to call us and keep us updated with the situation and if they would need to cancel the account, otherwise it would remain activeSeptember and October's payments were waivedWe did not hear back from *** and the account resumed active at that timeAs far as we would know, her mother could have been home at that time and needed the coverage that is offered by our businessThe November and December payments were disputed by the customer in which were deemed legitimate by the bankWe did not charge in January, and offered to delay February payment We called and left a voicemail on January 3rd to *** stating she would need to please give us a call back so we can go through the cancellation process with herOn February 10th *** called in to cancel the accountWe explained the equipment would need to be returned and offered to delay February payment to enable the equipment to be received in timeWe have to date not received the equipment back.It is deemed we do not owe any reimbursement to the customer as months payments were not received, the process was explained and we have done what is in our power to assist in the cancellation process while meeting the needs of the customer

Re: case ID [redacted]February 15, 2016We have the sales recording, dated May 27, 2015, of the customer confirming their card number andthe spelling of the name on the card. The sales person asks 3 different times to confirm the card numberand spelling on the card. Customer agreed to everything all 3...

times. It was also explained about amonthly service fee and that if they should ever want to cancel all they would have to do was return theequipment back to us. We tried numerous times to contact them either by phone or letter with noresponse starting May 29, 2015. On June 18, 2015 the device was turned on and received 2 LowBatAlertand then a LowBatClose alert to shut off which at that time the device turned off. On 9/10/15 the devicewas once again turned on and an SOS alert was sent out. On 8/3/15 the customer phoned in to say thatthey have never received their device. We verified the address and phone number which they confirmedwas correct. At this time they didn't mention anything about it being a fraudulent transaction. We letthem know about the device being turned on in June and that the GPS located in their area before thebattery died. Again we tried calling them and sent letters after that phone conversation in August andagain no response from them. In January when we tried for the monthly payment, the payment wentthrough so we tried to get the past due payments that had been declined as "insufficient funds" sinceJune 2015. We never received a decline message that the card had been cancelled. When the customercalled us, on January 25, 2016, that was the first time that it was mentioned that this was a fraudulentorder. The service representative that talked to them that day tried to explain that we had talked tothem and that the device had been located in their area. They wouldn't allow the service representativeto talk, they kept cutting her off. At that point they said they were going to call the police and hung up.At the end of that call the account was cancelled and the payments were stopped.