THE WELCH COMPANY
440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700
February 12, 2003
04 00067 61 03021201
Ms. Caryn A. NLN
invoice.inquiry@earthlink.net
Billing Department
Earthlink, Inc.
P.O. Box 7645
Atlanta, GA 30357-0645
..
Subject:
Case ID 20985352 $267.57 Incorrect Charge
Dear Caryn,
Thank you for
your letter
today saying in part that the customer....
.. ...will have to call in for
further assistance regarding the charges in question. ..
Your letter offers no authority that compels customers to call Earthlink, and
there is not
a reasonable basis for the customer to do more than notify Earthlink of
disputed charges and the basis for the dispute in this case number 20985352, as
shown in
our letter on February 8.
Earthlink's letter on February 10 says that
in some cases it is necessary for customers to call Earthlink. No
evidence has been submitted showing
that this case justifies, nor can be aided by, a customer call to
Earthlink. The letter to Earthlink on February 10 cites our record on the
same date with evidence showing that
calling Earthlink is not an effective method
for correcting Earthlink
errors. Under this record, if Earthlink questions the basis for disputed
charges, write a letter or call and present your question.
..
Absent questions in the record in this case, demand is made for Earthlink to
issue appropriate credit, as set out in the letter to Earthlink on February 8.
Failure to issue timely credit increases damages to the customer.