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 - Ms. Caryn A. 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 9 0000. ref SDS 8 0000.
080902 -
080903 - Received ref DRT 1 0001 from Millie saying....
080904 -
080905 -     I checked with DiscoverCard and they have not received the credit
080906 -     of $22.  EarthLink also processed that $267 charge at their end
080907 -     because it is showing up on my credit card as of today.
080908 -
080909 - ...this follows up the copy Millie received of the letter, ref DIP 2
080910 - 9I6M, to Earthlink on 030208 citing $22 credit. ref SDS 8 WF8K  Millie
080911 - also received a copy of the letter, ref DIP 3 0001, issued on 030210.
080912 - ref SDS 9 OQ6L
080914 -  ..
080915 - Accounting mathematics in Earthlink's invoice showing a credit of
080916 - $22.47, ref DRP 2 PPTU, indicates that a line item will not appear in
080917 - Millie's statement on the Discover card account, because Earthlink
080918 - bills Discover the total amount owed. Therefore the credit of $22.47
080919 - is transparent to Discover.
080921 -  ..
080922 - In this case, Earthlink's invoice number 107552319 issued on 030205
080923 - shows that after allowing for the credit of $22.47 to reverse the
080924 - prior incorrect charge, shown in the record on 030208, ref SDS 8 WF8K,
080925 - Earthlink properly exercised its right to automatically extract $24.95
080926 - from Discover to pay the approved monthly cost of Internet server
080927 - space, as shown in the record on 010502. ref SDS 2 QR6F  However,
080928 - Earthlink further and improperly extracted additional payment from
080929 - Discover for charges that have not been approved for Dial Up services
080930 - in the amount of $267.57, as shown in the record on 030208.
080931 - ref SDS 8 V46F  Therefore, the net amount Earthlink took from Discover
080932 - is the amount of $270.05 as shown in the invoice. ref DRP 2 PPUU
080934 -  ..
080935 - On 010502 Earthlink was offered full payment annually in advance for
080936 - Internet server space, in accordance with prior practice.  Earthlink
080937 - refused and insisted on monthly payments which entail considerable
080938 - extra expense for administration preparing invoices, communicating
080939 - with customers, tracking payments, resolving disputes. ref SDS 2 LN30
080940 - At that time, Earthlink believed these additional charges would be
080941 - recovered in some way.  Now, it appears Earthlink has chosen to
080942 - overbill customers to gain the benefit of interest during the period
080943 - it can hold funds while resolving disputes, or merely retain unearned
080944 - funds where people do not object to improper charges.
080946 -  ..
080947 - We need to notify Discover that Earthlink is not authorized to obtain
080948 - more than $24.95, and that we will only pay Discover $24.95 against
080949 - Earthlink's account in connection with their charge of $270.05.
080950 - Discover can work with Earthlink to resolve Earthlink's erroneous and
080951 - unauthorized charge of $267.57, based on the letter to Earthlink dated
080952 - 030208, ref DIP 2 0001, and followed up by the letter on 030210.
080953 - ref DIP 3 0001
080954 -
080955 -      [...later, new evidence submitted by Earthlink shows that the
080956 -      extra usage is not billable to Welch. ref SDS 0 IG53
080958 -  ..
080959 - Sent an email linked to this record explaining these issues.
080960 -
080961 -
080962 -
080964 -  ..
0810 -
0811 -
0812 - 1909
0813 -
081301 - Received ref DRT 2 0001 from Caryn A at Earthlink saying....
081302 -
081303 -    1.  Thank you for contacting us.
081305 -         ..
081306 -    2.  We have reviewed your letter, ref DIP 3 0001, however, in this
081307 -        particular case you will have to call in for further assistance
081308 -        regarding the charges in question.  Please be assured that your
081309 -        original dispute sent in via email was logged and is reflected
081310 -        in your account history for other representatives to view.
081311 -        ref DRT 2 IH5N
081312 -
081314 -  ..
081315 - Submitted ref DIT 1 0001 to Caryn saying....
081316 -
081317 -       Your letter offers no authority that compels customers to call
081318 -       Earthlink, and there a reasonable basis for the customer to do
081319 -       more than notify Earthlink of disputed charges and the basis for
081320 -       the dispute in this case number 20985352, as shown in our
081321 -       letter, ref DIP 2 0001, on 030208. ref SDS 8 YG3G  Earthlink's
081322 -       letter on 030210, ref DRP 5 1E5M, says that in some cases it is
081323 -       necessary for customers to call Earthlink. ref SDS 9 5I4K  There
081324 -       is no evidence that this case justifies, nor can be aided by, a
081325 -       customer call to Earthlink.  The letter to Earthlink on 030210
081326 -       provides evidence, ref DIP 3 EX8F, showing that calling
081327 -       Earthlink is not an effective method for correcting Earthlink
081328 -       errors. ref SDS 9 WL4O  Under this record, if Earthlink
081329 -       questions the basis for disputed charges, write a letter or call
081330 -       and present your question.
081331 -
081333 -  ..
0814 -
0815 -
0816 - 2026
0817 -
081701 - Received acknowledgement from Earthlink saying our letter was
081702 - received and we will get a response within 12 hours....
081703 -
081705 -                 ..
081706 -                KMM37890804V10087L0KM
081707 -
081709 -  ..
081710 - Case number 20985352
081711 -
081713 -  ..
0818 -
0819 -
0820 - 2159
0821 -
082101 - Received ref DRT 3 0001 from Caryn responding to our letter earlier
082102 - this evening, ref DIT 1 0001, submitted above. ref SDS 0 KF7H
082104 -  ..
082105 - Caryn says....
082106 -
082107 -       The charges in question are valid charges as the usage occurred
082108 -       from your Starter Site mailbox.  The starter site boxes are not
082109 -       to be used for connectivity, however, they can be.  If they are
082110 -       used to connect to the Internet there is a charge associated
082111 -       with the connection.  I have included your usage report below so
082112 -       that you may review the information further. Should you wish to
082113 -       discuss this matter further please call (888) 932-1997.
082114 -
082115 -            [On 030218 notified Discover of dispute. ref SDS 11 0001
082117 -             ..
082118 -            [On 030208 Earthlink invoice eliminated incorrect charges.
082119 -            ref SDS 12 WH6I
082121 -        ..
082122 -       User:  ms9068019 (Rob Welch)
082123 -         Month: 20030201
082124 -         Node:  unassn1
082125 -         Plan:  *Strsite Mbox, ref DRT 3 5034
082127 -        ..
082128 -       Net Login     v_port Connected   Disconnected     Duration DNIS
082129 -       --- --------  ------ ----------- ------------     -------- ----------
082130 -       eln welchco@       0  1/02 17:33  1/03 07:38      14:04:29 9492660177
082131 -       eln welchco@       0  1/04 15:18  1/04 20:18      04:59:58 9492660177
082132 -       eln welchco@       0  1/04 21:47  1/04 22:34      00:47:29 9492660177
082133 -       eln welchco@       0  1/05 22:39  1/06 21:02      22:22:23 9492660177
082134 -       eln welchco@       0  1/10 21:05  1/11 17:35      20:29:19 9492660177
082135 -       eln welchco@       0  1/20 19:38  1/21 19:41   1d 24:02:44 9492660177
082136 -       eln welchco@       0  1/21 19:42  1/22 19:45   1d 24:02:46 9492660177
082137 -       eln welchco@       0  1/22 19:47  1/23 13:39      17:52:35 9492660177
082138 -       eln welchco@       0  1/23 14:55  1/23 21:49      06:53:13 9492660177
082139 -       eln welchco@       0  1/23 21:50  1/24 21:52   1d 24:02:48 9492660177
082140 -       eln welchco@       0  1/24 21:54  1/25 21:57   1d 24:02:45 9492660177
082141 -       eln welchco@       0  1/25 21:58  1/26 22:01   1d 24:02:43 9492660177
082142 -       eln welchco@       0  1/26 22:02  1/27 22:05   1d 24:02:45 9492660177
082143 -       one welchco@       0  1/27 22:06  1/28 09:52      11:45:44 209.162.40
082144 -       eln welchco@       0  1/28 09:53  1/29 09:55   1d 24:02:44 9492660177
082145 -
082147 -  ..
082148 - Caryn's report today, shown above, ref SDS 0 IG3H, confirms our report
082149 - to Earthlink on 030208, ref SDS 8 YG3G, that these charges were not
082150 - incurred by Welch. There is no person nor login identify for the
082151 - following....
082152 -
082153 -                        eln
082154 -                        one
082155 -
082156 - ....associated with Welch nor with Welchco.com.
082158 -  ..
082159 - Additionally....
082160 -
082161 -             User:  ms9068019 (Rob Welch)
082162 -               Node:  unassn1
082163 -               Plan:  *Strsite Mbox, ref DRT 3 5034
082164 -
082165 - ....listed in Caryn's report, per above, ref SDS 0 ZO3I, are not
082166 - associated with Welch nor with Welchco.com.
082168 -  ..
082169 - The DNIS column appears to be phone numbers where access originated.
082170 - ref SDS 0 IG3H  None of those numbers are associated with Welch.
082171 - Earthlink can inquire into who is associated with these phone numbers
082172 - and take appropriate action against parties using their services
082173 - illegally.
082175 -  ..
082176 - If Earthlink has any evidence showing Welch authorized or otherwise
082177 - facilitated use of Internet access under the above identities, this
082178 - should be submitted for action by Welch.  In the absence of contrary
082179 - evidence, our evidence stands that these usages and entities are not
082180 - associated with Welch and welchco.com.  Earthlink should take
082181 - appropriate action to close this avenue of access.
082183 -  ..
082184 - Earthlink's argument that Welch can be liable for dial up connectivity
082185 - conflicts with the record on 010502 showing that dial up service was
082186 - excluded from the agreement with Earthlink in order to avoid extra
082187 - charges at issue. ref SDS 2 LQ5G
082189 -  ..
082190 - We have no control over who Earthlink permits to use a connection to
082191 - its system, whether within Earthlink, by Earthlink staff or by others.
082192 - We can only control our use and we control payment for usage, and we
082193 - set terms for use and payment on 010502 that excluded dial up service.
082194 - ref SDS 2 LQ5G
082196 -  ..
082197 - Earthlink is liable for use beyond terms of the agreement, and should
082198 - close access to prevent abuse of its infrastructure.
082200 -  ..
082201 - Based on the evidence Earthlink submits today, we will inform the
082202 - Discover credit card company not to pay the disputed amount of
082203 - $267.47, per above. ref SDS 0 4O6K
082205 -  ..
082206 - Sent an email responding to Caryn's letter, with a link to this
082207 - record showing analysis of the evidence and conclusions, saying....
082208 -
082209 -      Caryn,
082210 -
082211 -      Thanks for investigaing this dispute and submitting details in
082212 -      your letter shown below on usage that led to the erroneous
082213 -      charges which we dispute under case number 20985352.
082215 -       ..
082216 -      The evidence in your report today shows that extra usage is not
082217 -      chargeable to welchco.com, as further explained in our record
082218 -      today. ref SDS 0 IG53
082220 -       ..
082221 -      We are informing the Discover credit card company not to pay the
082222 -      amount of $267.56
082223 -
082224 -          [On 030218 notified Discover of dispute. ref SDS 11 0001
082225 -
082226 -          [On 030208 Earthlink invoice eliminated incorrect charges.
082227 -          ref SDS 12 WH6I
082229 -       ..
082230 -      Please call if you have any questions.
082232 -       ..
082233 -      Thanks again for your assistance.
082234 -
082236 -  ..
0823 -
0824 -
0825 - 2300
0826 -
082601 - Received acknowledgement from Earthlink saying our letter was
082602 - received and we will get a response within 12 hours....
082604 -                 ..
082605 -                KMM37899104V19384L0KM
082607 -  ..
082608 - Case number 20985352
082609 -
082610 -     [On 030213 received letter from Earthlink acknowledging again
082611 -     action taken to dispute Earthlink extra charges. ref SDS 10 0001
082612 -
082613 -     [On 030208 Earthlink invoice eliminated incorrect charges.
082614 -     ref SDS 12 WH6I
082615 -
082616 -
082617 -
082618 -
082619 -
082620 -
082621 -
082622 -
082623 -
082624 -
0827 -