CONTACTS 
0201 - Pacific Bell Network Services
020101 - Ms. Evelyn Bannon; Technical Advisor
020103 - DSL Help Desk
0202 - Network Associates, Inc.
020201 - Mr. Jason D******
020203 - McAfee Enterprise Sales

SUBJECTS
Pac Bell Case Number 31835126 Case Number Error in Billing for Repairs
Invoice Error for McAfee Priority Support 030814 25 Minutes $75.96 Char
$75.96 Charged to Telephone 925 680 8947 Invoice Error for Technical Su
Invoice Error for McAfee Priority Support 030814 25 Minutes $75.96 Char

0706 -
0706 -    ..
0707 - Summary/Objective
0708 -
070801 - Follow up ref SDS 17 0000. ref SDS 16 0000.
070802 -
070803 - Talked to Jason d in McAfee sales department, following up the call to
070804 - McAfee on 031019, ref SDS 17 GW5L, and the subsequent notice that John
070805 - submitted on the claim for refund of 900 support charges. ref SDS 17
070806 - PC5O
070807 -
070808 -     [On 031026 received letter from McAfee notifying that a credit was
070809 -     issued to correct erroneous billing. ref SDS 18 RT6L
070811 -      ..
070812 -     [On 031027 McAfee reported that good records in SDS helped
070813 -     customer support expedite the decision on approving a refund.
070814 -     ref SDS 19 0001
070816 -  ..
070817 - Refund amount is...
070818 -
070819 -                               $75.96
070820 -
070821 - ...shown in the SBC invoice reported on 031015, ref SDS 15 VX9G
070823 -  ..
070824 - 900 number shown in the SBC invoice that led to the disputed charges
070825 - is....
070826 -
070827 -                            900 328 4663
070828 -
070829 - ...as shown in the record on 030814, ref SDS 9 SC9I, and is also shown
070830 - in the SBC invoice reviewed on 031015. ref SDS 15 VX9G
070832 -  ..
070833 - Jason did not receive a copy of the letter sent to John that provided
070834 - links to information McAfee needs to decide this matter. ref SDS 17
070835 - PD56
070837 -  ..
070838 - Jason tried to research McAfee records for the basis of the $76 charge
070839 - in dispute.  He related that McAfee does not have a record for this
070840 - support under the telephone number that was billed, and noted that
070841 - this omission conflicts with McAfee procedures.
070843 -  ..
070844 - Jason asked if the McAfee support engineer gave a case or ticket
070845 - number for the support provided on 030814?
070846 -
070847 -    Review shows no case number nor other control was provided.
070848 -    ref SDS 9 SC9I
070849 -
070850 -    The engineer sent a letter confirming the support provided on this
070851 -    transaction, but there is no case number provided in the letter
070852 -    received from McAfee. ref SDS 9 UY4M  Normally, the case number is
070853 -    in the Subject, shown by the example of the letter received from
070854 -    McAfee yesterday following the call to John. ref SDS 17 PC5O
070856 -     ..
070857 -    Jason noted that the engineer's failure to issue a case or ticket
070858 -    number to identify charges with the work performed conflicts with
070859 -    McAfee procedures.
070861 -  ..
070862 - Jason needs a physical copy of the telephone bill from SBC showing the
070863 - disputed charge, also, shown in the record on 031015. ref SDS 15 VX9G
070865 -  ..
070866 - Jason is sending a letter today via email showing his email
070867 - address...
070868 -
070869 -                     mcafeesales@mcaffehelp.com
070870 -
070871 - ...and a fax number where the SBC invoice can be submitted.
070872 -
070873 -                      801 772 5418
070875 -  ..
070876 - Jason's letter will also provide a physical address to mail the SBC
070877 - invoice.
070878 -
070879 -      ...got this per below. ref SDS 0 SH5U
070881 -  ..
070882 - Jason plans to track this matter based on the phone number that was
070883 - charged....
070884 -
070887 -  ..
070888 - Jason provided ticket Number or case Number...
070889 -
070890 -         2615270
070891 -
070892 -
070893 -
070894 -
070896 -  ..
0709 -
0710 -
0711 - 1221
0712 -
071201 - Received a letter from Jason saying...
071202 -
071203 -
071204 -    1.  Subject: 900 Billing Dispute
071205 -        Date: Mon, 20 Oct 2003 12:23:39 -0600
071206 -        From: Jason at McAfee
071207 -        To: Rod  rodwelch@pacbell.net>
071209 -         ..
071210 -    2.  Dear Rod,
071211 -
071212 -        We have received your refund request, however, we do not have
071213 -        access to ESBI'S (Enhanced Services Billing Inc.) database.
071214 -        They are the company that bills the calls. In order for you to
071215 -        request a refund your 900 charges, we need a copy of the phone
071216 -        bill showing the itemized charges and your account number.
071217 -
071218 -            [On 031026 received letter from McAfee notifying that a
071219 -            credit was issued to correct erroneous billing. ref SDS 18
071220 -            RT6L
071222 -         ..
071223 -    3.  You can fax, email or mail in a copy of the itemized phone bill
071224 -        to us. The itemized charge will show us the date/time/length
071225 -        and cost of the call. All of which we need in order to process
071226 -        your refund.
071228 -  ..
071229 - This confirms Jason's request in the call this morning, per above,
071230 - ref SDS 0 H263, and is shown in the record on 031015. ref SDS 15 VX9G
071232 -  ..
071233 - Jason continues...
071234 -
071235 -    4.  Please fax this to 801-772-5418 ATTN: McAfee Sales. As soon as
071236 -        we get that information, we can submit the request to ESBI.
071238 -         ..
071239 -    5.  If you have any questions, please email
071240 -        mcafeesales@mcafeehelp.com.
071242 -         ..
071243 -    6.  Thank You,
071244 -
071245 -        Jason
071246 -        McAfee Sales
071247 -        Email: mcafeesales@mcafeehelp.com
071248 -        Fax: 801-772-5418
071249 -        Mailing Address:
071250 -        McAfee Sales
071251 -        808 E. Utah Valley Drive
071252 -        American Fork, UT 84003
071253 -
071254 -
071256 -  ..
0713 -
0714 -
0715 - 1248
0716 -
071601 - Submitted letter to Jason linked to this record showing the
071602 - information Jason requests in his letter, pre above, ref SDS 0 WE80,
071603 - and discussed during the call, also, above. ref SDS 0 H25J
071605 -  ..
071606 - In particular, para 3, of Jason's letter today requests a copy of the
071607 - SBC invoice. ref SDS 0 SH4S
071609 -     ..
071610 -    This is shown in the record on 031015. ref SDS 15 VX9G
071611 -
071612 -            [On 031026 received letter from McAfee notifying that a
071613 -            credit was issued to correct erroneous billing. ref SDS 18
071614 -            RT6L
071615 -
071616 -
071617 -
071618 -
071619 -
071620 -
071621 -
071622 -
071623 -
0717 -