CONTACTS 
0201 - Earthlink                                    800 327 8455
020101 - Mr. Enrique Cxxxxx
020102 - Customer Representative =888-932-1997
020103 - bizbilling@earthlink.net
020104 - Billing Department  =888-932-1997

SUBJECTS
Invoice Earthlink #89811697 Dated 021002
Email Killer App Kills Productivity Grows Demand for SDS Add Intellig
Chat Wasted Two Hours Accomplishing Tasks that Required 20 Minutes
Email Attractive Fools Gold Action Item System Comes to You Like One
Groove Weblogs Grove Email Lotus Notes Engine Fear of Accountability
Chat Instant Messaging Improves Email for Collaboration Communication
Instant Messaging Chat Improves Email for Collaboration Communication
Chat Wasted Two Hours Accomplishing Tasks that Required 20 Minutes

1310 -
1310 -    ..
1311 - Summary/Objective
1312 -
131201 - Follow up ref SDS 6 0000, ref SDS 4 H83I.
131202 -
131203 - Disputed ref DRP 1 0001 from Earthlink dated 030107 that is an invoice
131204 - number 10297926 which says it is dated 030102, although there is
131205 - nothing that reconciles the date of 030102 with the date of the
131206 - invoice 030107.
131208 -  ..
131209 - Found a way to contact Earthlink via "Live Chat."  Conducted business
131210 - with Earthlink LiveChat representative Rayelli H.
131211 -
131212 -     Inability to identify parties reduces effectiveness of
131213 -     communication by reducing accountability.
131215 -  ..
131216 - Submitted notice of dispute on the invoice reported in the record
131217 - yesterday on 030107 that seeks extra payment of $22.47 for alleged
131218 - extra hours usage. ref SDS 6 4C7L
131220 -  ..
131221 - Rayelli H, responded that Earthlink does not have a record of the
131222 - invoice.
131224 -  ..
131225 - Sent a link to the SDS record for 030107 reporting receipt of the
131226 - invoice, and offerred to send an email returning the invoice we
131227 - received from Earthlink. ref SDS 6 4C7L
131229 -  ..
131230 - Rayelli H requested that Welch submit further notice to....
131231 -
131232 -     service@earthlink.net
131233 -
131234 - ...along with a copy of the invoice and said that we will receive a
131235 - reply with a resolution.
131237 -  ..
131238 - Requested identification number for the transaction this evening to
131239 - reference in the letter to service@earthlink.net
131241 -  ..
131242 - Rayelli H, then said...
131243 -
131244 -    Can you let me know your account number or the email address so
131245 -    that I may trace out the invoice myself?
131247 -  ..
131248 - Submitted email address is rodwelch@pacbell.net, and the account
131249 - number on the invoice says 8789240.
131251 -  ..
131252 - Submitted ref DIT 1 0001 to service@earthlink.net with link to this
131253 - record and to the record on 030107 showing dispute Earthlink's invoice
131254 - number 10297926 dated 030102 and received yesterday on 030107 that
131255 - seeks extra payment of $22.47 for alleged extra usage hours.
131256 - ref SDS 6 0001
131257 -
131258 -      [On 030208 Earthlink invoice dated 030205 shows a credit of
131259 -      $22.47 reversing erroneous charges. ref SDS 1 WF8K
131261 -       ..
131262 -      [On 030208 Earthlink's invoice dated 030205 has another mistake
131263 -      this time charging $267.57 for alleged extra use hours using dial
131264 -      up service; mailed notice of dispute to the same address used
131265 -      today. ref SDS 1 V46F
131267 -       ..
131268 -      [On 030210 Earthlink says address used for resolving dispute on
131269 -      030108 is not adequate for resolving dispute on 030208.
131270 -      ref SDS 7 O54L
131271 -
131272 -
131273 -
131275 -  ..
1313 -
1314 -
1315 - 2319
1316 -
131601 - Rayelli H. came back online and said the extra usage hours shown in
131602 - the Earthlink invoice is for dial up service.
131604 -  ..
131605 - I explained we have not contracted to use dial up service.  All of our
131606 - access is through email accounts with other ISPs, as reported on
131607 - 010502. ref SDS 2 8F6F
131609 -  ..
131610 - Rayelli H responded that we need to work with BroadBand Customer
131611 - Service representative, and requested to standby while the transaction
131612 - is transferred.
131613 -
131614 -
131615 -
131617 -  ..
1317 -
1318 -
1319 - 2338
1320 -
132001 - Jeffd picked up the transaction and asked...
132002 -
132003 -         How may I help you today?
132005 -  ..
132006 - Submitted reponse saying...
132007 -
132008 -         Have you reviewed the record of this transaction showing the
132009 -         purpose and progress, per above? ref SDS 0 L85F
132011 -  ..
132012 - Jeffd responded...
132013 -
132014 -         Yes, one moment please.
132015 -
132016 -
132018 -  ..
1321 -
1322 -
1323 - 0007
1324 -
132401 -
132402 -
132404 -  ..
132405 - Jeffd came back on line and advised we will get a response on this
132406 - matter.  He gave his email address to include in distribution of the
132407 - letter, ref DIT 1 0001
132412 -         ..
132413 -        invoice.inquiry@earthlink.net, service@earthlink.net
132414 -
132415 -
132417 -  ..
1325 -
1326 -
1327 - 0039
1328 -
132801 - Received email letter from Earthlink reporting receipt of ref DIT 1
132802 - 0001 and giving the following problem number....
132803 -
132805 -                      ..
132806 -                     19642317
132808 -  ..
132809 - Earthlink said in part....
132810 -
132811 -      We received your email on 1/8/03 and you should receive a
132812 -      response in 12 hours or less. However if you would like IMMEDIATE
132813 -      live assistance, follow this personalized url and securely chat
132814 -      with our LiveChat agents.  Our agents are available from 7am to
132815 -      2:45am ET 7 days a week.
132817 -  ..
132818 - Earthlink further says that their letter is an automated
132819 - acknowledgement, we ask that you do not reply to this message.
132821 -  ..
132822 - This record indicates Earthlink management is in a loop referrring us
132823 - back to perform the "Chat" operation already performed, per above.
132824 - ref SDS 0 HS67
132825 -
132826 -     [On 030210 received similar reply from one Earthlink customer
132827 -     services. ref SDS 7 O59S
132829 -      ..
132830 -     [On 030210 another reply from Earthlink committed to respond
132831 -     within 12 hours to letter notifying of disputed charges.
132832 -     ref SDS 7 JW3J
132833 -
132834 -
132835 -
132836 -
132837 -
132838 -
132839 -
132840 -
132841 -
132842 -
132843 -
132844 -
132845 -
132846 -
132847 -
1329 -