CONTACTS 
0201 - Maryland Bank                        800 441 9977
020101 - Mr. Kelly Jackson; Account Manager =800 309 6365 ext 56959
020102 - Customer Assistance  =800 421 2110
0202 - MBNA - Maryland Bank, NA             800 441 9977
020201 - Wilmington, DE
020202 - Mr. Michele Ownsbyn; Customer Satisfaction  =800 421 2100
020203 - Customer Assistance  =800 421 2110

SUBJECTS
MBNA CDW Fails Honor RMA Defective HP Notebook Computer
MBNA Mishandled Check #2565

0704 -    ..
0705 - Summary/Objective
0706 -
070601 - Follow up ref SDS 47 0000, ref SDS 45 0000.
070602 -
070603 - Received ref DRT 1 0001 from Michele Ownsby in the Customer
070604 - Satisfaction Department at MBNA.  The letter says in total....
070605 -
070606 -     Your inquiry about your account has been received.  We are
070607 -     researching it, and will contact you within two weeks.
070608 -
070609 -     If you have any questions, please call 1 800 421 2110.  We are at
070610 -     your service 24 hours a day, seven days a week.
070611 -
070612 - The following letters have been submitted to MBNA and are still
070613 - pending response....
070614 -
070615 -    1.  Letter, ref DIP 5 0001, on 000919 notified that MBNA failure to
070616 -        follow customer instructions not to charge Welch for false
070617 -        claim by CDW, has caused damage to Welch. ref SDS 25 0001
070618 -
070619 -        Later on 001206 MBNA reported improper charge was corrected.
070620 -        ref SDS 46 UJ6M
070621 -
070622 -           [On 010103 received letter from MBNA saying improper charge
070623 -           would not be corrected. ref SDS 48 0001
070624 -
070625 -    2.  Letter on 000920, ref DIP 4 0001, submitted check 2565 for
070626 -        $21K. ref SDS 26 6U5G
070627 -
070628 -    3.  Letter, ref DIP 1 0001, submitted to MBNA on 001118.
070629 -        ref SDS 42 0001, confirmed instructions from MBNA for Welch not
070630 -        to make any further payments to MBNA pending resolution of
070631 -        disputes.
070632 -
070633 -    4.  Letter on 001130 that submitted payment in the amount of $100,
070634 -        ref DRP 5 0001, per Kelly's request. ref SDS 45 4Q5O
070635 -
070636 -    5.  Letter on 001206, ref DIP 3 0001, responding to MBNA's offer to
070637 -        settle disputes. ref SDS 46 NH5R
070638 -
070639 - Therefore, Michele's letter on 001205 citing a generic inquiry does
070640 - not provide enough information to indicate that MBNA is taking needed
070641 - action.  Since MBNA's letter is dated 001205 it can be concluded it
070642 - does not respond to the Welch letter on 001206, however, MBNA has not
070643 - responded to any of the 4 previous letters.
070644 -
070645 -     [On 010103 received letter from MBNA saying improper charge would
070646 -     not be corrected. ref SDS 48 0001
070647 -
070648 -     [On 010131 responded to call from MBNA. ref SDS 49 0001
070649 -
070650 -
070651 -
070652 -
070653 -
0707 -
0708 -
0709 - 1645 called MBNA
0710 -
071001 - As a result, I called the phone number Michele provided in her letter
071002 - today. ref DRT 1 TF5O
071003 -
071004 - Talked to Ebony.
071005 -
071006 - I explained the letter from Michele and asked which "inquiry" MBNA's
071007 - letter on 001205 received today, is being reviewed by MBNA.
071008 -
071009 - Ebony said she sees an entry in the MBNA computer where somone has
071010 - posted a remark that MBNA received a letter from the customer, and
071011 - that it relates to CDW.
071012 -
071013 - I asked for the date of the letter?
071014 -
071015 - Ebony said MBNA's computer does not show the date of the letter.  It
071016 - is just a general description that MBNA received an inquiry.
071017 -
071018 - I asked to talk to Michele to clairfy which inquiry MBNA is
071019 - reviewing, and who is taking action?
071020 -
071021 - Ebony said MBNA is a big company.  She does know Michele Ownsby, and
071022 - does know how to contact her.
071023 -
071024 - I explained that Michele said to call 1 800 421 2110 about questions
071025 - on her letter.
071026 -
071027 - Ebony said that was a mistake, because Michele cannot actually be
071028 - reached at that number.
071029 -
071030 - I asked if there is any record of correspondence that is issued and
071031 - received by the bank, so we can look and see what action was taken?
071032 -
071033 - Ebony said all customer correspondence is logged into a central
071034 - system, but people who deal with customers in the Satisfaction
071035 - Department don't have access to the correspondence.
071036 -
071037 - I asked how can Customer Satisfaction Assistants support the customer
071038 - if they don't have the actual correspondence to and from the customer?
071039 -
071040 - Ebony said her job is go by what is entered in the computer by the
071041 - people who read the letters.
071042 -
071043 - She feels in this case there is not enough information in the computer
071044 - to help the customer on MBNA's letter dated 001205, per above.
071045 - ref SDS 0 0001
071046 -
071047 - I asked Ebony to enter in MBNA's record that I called, per Michele's
071048 - request, and that Ebony found there is not enough information in
071049 - MBNA;s computer record to deterimine the meaning of Michele's letter.
071050 -
071051 - Ebony said she will do this, but asked me to hold the line for a
071052 - moment while she does some research to obtain more information.  She
071053 - said this looks like an important matter, and so she wants to get the
071054 - status.
071055 -
071056 - I held the line for about 15 minutes, and then the got the system
071057 - message....
071058 -
071059 -            If you would like to make a call, please hang up and call
071060 -            back.
071061 -
071062 - After the line failed, I had a call on another matter.
071063 -
071064 - After the call on another matter that lasted for about 20 minutes,
071065 - there was a message from Ebony.
071066 -
071067 - Ebony's message applogized for taking so long, and asked if I hung up.
071068 - She reported that her research was unsuccessful.  She evidently could
071069 - not locate Michele, nor Michele's supervisor.  She did not report
071070 - finding the letter Michele sent on 001205, nor any of the letters sent
071071 - to the bank by the customer, and so did not report on MBNA progress in
071072 - responding to account correspondence.
071073 -
071074 - Ebony said I can call back and she will try to do more research.  She
071075 - left a direct line....
071076 -
071077 -
071078 -                      800 606 3376 ext 16223
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