ViaTalk Inc.

This response is in reference to Case# [redacted], submitted by [redacted] on the 18th of May, 2016. Mr. [redacted] contacted our Technical Support staff for assistance at noon on 03/21/2016 via an online support ticket. A response was submitted by our staff at 1:06 PM and they began the...

troubleshooting process. After conversing via the support ticket for several days, a representative determined a replacement should be sent. It was mailed 03/28/2016 with a prepaid USPS return label for the original device. Unfortunately, Mr. [redacted] continued to experience intermittent connectivity issues, and he submitted a request to cancel the account on 04/20/2016 at 1:42 PM. At 2:27 PM, a billing representative responded to the cancellation request advising that in order to finalize the cancellation request, we would require the return of our leased equipment per our Terms of Service. At this time the account was placed into a Pending Cancel state to suspend any future billing and to await the return of our equipment. Mr. [redacted] then stated that he had thrown our original equipment away, and elected not to use the prepaid USPS return label that he was provided the previous month. We received the second, replacement device on 04/26/2016; however, to date we have not received the originally provided equipment for which the prepaid USPS return label was provided in March. As a courtesy, we waived the fee associated with the original device, and the cancellation was finalized on 05/18/2016. If you have any questions, or require any further details, please do not hesitate to contact me. Thank you. Sincerely, Tanya [redacted] Via Talk Support Manager [redacted]