CONTACTS 
0201 - Earthlink                                    800 327 8455
020101 - Mr. Claim Notice
020102 - invoice.inquiry@earthlink.net =888-932-1997
020103 - Billing Department  =888-932-1997
0202 - Earthlink, Inc.                              800 327 8455
020201 - Mr. Thatsany C. NLN
020202 - invoice.inquiry@earthlink.net =888-932-1997
020203 - Billing Department  =888-932-1997

SUBJECTS
Invoice Earthlink #89811697 Dated 021002
Invoice Earthlink #107552319 Dated 030202
$22.47 Incorrect Charge for Extra Usage Hours Dial Up Service Which i
$267.57 Incorrect Charge for Extra Usage Hours Dial Up Service Which
Technical Support Unproductive Telephone Skill Based Routing

0807 -
0807 -    ..
0808 - Summary/Objective
0809 -
080901 - Follow up ref SDS 8 0000. ref SDS 7 0000.
080902 -
080903 - Received ref DRT 1 0001 from Earthlink responding with
080904 - acknowledgement....
080905 -
080906 -                     KMM37593753V74426L0KM
080907 -
080908 - ...to the letter on 030208, ref DIP 2 0001, disputing charges for
080909 - extra hours using dial up services, ref SDS 8 YG3G, shown in
080910 - Earthlink's invoice dated 030202. ref DRP 2 PPUU
080912 -  ..
080913 - Earthlink states in part....
080914 -
080915 -     We received your email on 2/10/03, however in order to better
080916 -     serve you Earthlink only accepts replies to outbound email
080917 -     messages or messages created by completing our online email form
080918 -     that are sent to this email address (service@earthlink.net).  To
080919 -     ensure that your inquiry is handled by an EarthLink representative
080920 -     we ask that you resubmit your request using our online email form
080921 -     which you can access using the "support by email" link on your
080922 -     personal start page.  Using this form will help us direct your
080923 -     email to the right department so that we can provide you with an
080924 -     accurate and timely response.
080926 -  ..
080927 - Earthlink's request to resubmit the letter notifying of disputed
080928 - charges to another location, per above, ref SDS 0 O59S, conflicts with
080929 - Earthlink's instructions on 030108 to submit notice of disputed
080930 - billings to the address used in the letter which Earthlink
080931 - acknowledges today. ref SDS 7 HV8O  Earthlink's credit in the invoice
080932 - received on 030208 for incorrect charges on its invoice received on
080933 - 030107, ref SDS 8 WF8K, shows that the address used in the letter on
080934 - 030208 is adequate notification for Earthlink to correct the current
080935 - problem.
080936 -
080937 -        [On 030212 Earthlink submits details on the billing will
080938 -        confirms charges for extra usage hours are incorrect.
080939 -        ref SDS 9 IG53
080940 -
080941 -
080942 -
080944 -  ..
0810 -
0811 -
0812 - 1217
0813 -
081301 - Received a second letter, ref DRT 2 0001 from Earthlink, also
081302 - responding with acknowledgement....
081303 -
081304 -                     KMM37597326V75187L0KM
081305 -
081306 - ...to the letter on 030208, ref DIP 2 0001, disputing charges for
081307 - extra hours using dial up services, ref SDS 8 YG3G, shown in
081308 - Earthlink's invoice dated 030202. ref DRP 2 PPUU
081310 -  ..
081311 - Earthlink's second letter says in part....
081312 -
081313 -   1.  We received your email on 2/10/03 and you should receive a
081314 -       response within 12 hours.  However if you would like immediate
081315 -       live assistance you can chat directly with one of our agents by
081316 -       clicking on the link below. Earthlink LiveChat support is
081317 -       available from 7am to 2:45am ET 7 days a week. ref DRT 2 8Y5O
081319 -        ..
081320 -       http://support.earthlink.net/chat
081322 -        ..
081323 -   2.  For fast and reliable help around the clock, start with My
081324 -       Account for account-related inquiries such as billing,
081325 -       ref DRT 2 BY6N, password change and email management:,
081327 -        ..
081328 -       http://myaccount.earthlink.net
081330 -        ..
081331 -   3.  For technical help on how to use your service or for
081332 -       troubleshooting assistance, ref DRT 2 IQ7K, visit your Support
081333 -       Center at
081335 -        ..
081336 -       http://support.earthlink.net
081338 -        ..
081339 -   4.  Because this is an automated acknowledgement, we ask that you do
081340 -       not reply to this message. ref DRT 2 FR8G
081341 -
081342 -
081344 -  ..
0814 -
0815 -
0816 - 2052
0817 -
081701 - Received a third letter, ref DRT 3 0001 from Thatsany C. at Earthlink,
081702 - ref DRT 3 Y67K, also responding with acknowledgement....
081703 -
081704 -                     KMM37659292V16982L0KM
081705 -
081706 - ...to the letter on 030208, ref DIP 2 0001, disputing charges for
081707 - extra hours using dial up services, ref SDS 8 YG3G, shown in
081708 - Earthlink's invoice dated 030202. ref DRP 2 PPUU
081710 -  ..
081711 - Thatsany's letter sets out two identification criteria....
081712 -
081713 -             CSR ID#: 38
081714 -
081715 -             Case ID 20985352
081716 -
081717 - ...below the signature block. ref DRT 3 Y67K
081719 -  ..
081720 - Earthlink's third letter says in part....
081721 -
081722 -   1.  Thank you for contacting us [in your letter, ref DIP 2 0001,
081723 -       submitted on 030208. ref SDS 8 YG3G]
081725 -        ..
081726 -   2.  I apologize for any inconvenience this poses, but please call
081727 -       our Web Hosting Customer Service Department. We encourage
081728 -       customers to contact us via email but in some cases it is
081729 -       necessary to call us. The number is (888) 932-1997 and their
081730 -       hours are Mon-Fri 5:30am to 9pm Sat & Sun 6am to 6pm PST.
081731 -       ref DRT 3 1E5M
081732 -
081733 -          [On 030212 Earthlink maintains that in this case the customer
081734 -          must call Earthlink, but offers no authority nor rational
081735 -          basis. ref SDS 9 X45G
081737 -        ..
081738 -   3.  Why wait?  Resolve your customer service questions on-line at
081739 -       our Account Maintenance web site. ref DRT 3 AF6I To add email
081740 -       mailboxes, change passwords, or update your credit card
081741 -       information, go to:
081743 -        ..
081744 -       http://myaccount.earthlink.net
081746 -        ..
081747 -   4.  We also offer a wide variety of online self help options for
081748 -       technical issues such as setting up your service, ref DRT 3
081749 -       KF7F, troubleshooting problems, or just using the Internet and
081750 -       email, you can access clear, step-by-step instructions at your
081751 -       Support Center:
081753 -        ..
081754 -       http://support.earthlink.net
081755 -
081756 -
081758 -  ..
081759 - Customer's Duty of Notice Does Not Require Telephone Calls
081760 -
081761 - Earthlink's comment that "...in some cases it is necessary to call..,"
081762 - per above, ref SDS 0 5I4K, does not convey an additional duty for the
081763 - customer to submit further notice by telephone of disputed charges,
081764 - since in this case instructions in Earthlink's invoice are clear,
081765 - ref DRP 2 00W9, and in any event having submitted notice to Earthlink
081766 - by return mail to the originating address of the invoice, that is
081767 - sufficient notice for Earthlink to act.
081769 -  ..
081770 - Earthlink's credit in the invoice received on 030208 for incorrect
081771 - charges on a prior invoice, shows that the address used in the letter
081772 - on 030208, ref DIP 2 0001, is adequate notice for Earthlink to correct
081773 - the current problem.  Since Earthlink has information needed to take
081774 - correction action, the customer has no additional duty to assist
081775 - Earthlink in solving an Earthlink problem.  Further action by the
081776 - customer is redundant and therefore confusing, causing delay and
081777 - deflects focus on Earthlink's duty to make internal notices for taking
081778 - action.
081780 -  ..
081781 - Asking the customer to make additional calls incurs obligation for
081782 - payment of extra expense, because experience shows contacting customer
081783 - support by telephone takes a lot of time helping support staff to
081784 - review the record in order to be prepared to take appropriate action,
081785 - as shown in the record on 920428. ref SDS 1 5864
081787 -  ..
081788 - Submitted ref DIT 1 0001 responding to Thatsany C.'s letter at
081789 - Earthlink, per above, ref SDS 0 PS6N, with link to this record and
081790 - explaining our letter on 030208 has met our duty of notice to
081791 - Earthlink, ref DIP 2 0001, as explained above, ref SDS 0 5J3H, which
081792 - requires Earthlink to issue a credit for improper charges.
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