CONTACTS 
0201 - MBNA - Maryland Bank, NA             800 441 9977
020101 - Wilmington, DE
020102 - Ms. Taylor McKenzie
020103 - Proof Department
0202 - Maryland Bank                        800 441 9977
020201 - Ms. Vanessa Benjamin; Account Manager  =800 388 6970
020202 - Customer Assistance  =800 421 2110

SUBJECTS
First USA - 6533, $21,000 check 2565
MBNA Mishandled Check #2565

0804 -    ..
0805 - Summary/Objective
0806 -
080601 - Follow up ref SDS 39 0000, ref SDS 36 0000.
080602 -
080603 - Vanessa Benjamin said she is our account manager, and has placed the
080604 - Welch account in a dispute status.  She said further payments are on
080605 - hold pending review and resolution. ref SDS 0 HK3W  She was not aware
080606 - of MBNA mistakes handling check 2565 because MBNA had not prepared a
080607 - complete record.  Vanessa was aware of the CDW matter. ref SDS 0 EY4N
080608 - Notified Vanessa that the defective merchandise was returned on
080609 - 001002, as shown by a return receipt shown on 001012.  Vanessa feels
080610 - she can resolve this matter with this new information. ref SDS 0 IL4H
080611 - She plans to review the record and make recommendations to her
080612 - manager, then make a proposal to resolve all disputes. ref SDS 0 HK3W
080613 - I requested that Vanessa prepare a record of our discussion today to
080614 - avoid further mistakes. Vanessa will do this. ref SDS 0 PO8O
080615 -
080616 -    [On 001113 Toni Tabor confirmed Vanessa's instructions that the
080617 -    account is on hold. ref SDS 40 0001, see letter to MBNA on 001118.
080618 -    ref SDS 41 0001
080619 -
080620 -    [On 001118 submitted confirming letter. ref SDS 41 0001
080621 -
080622 -    [On 001122 returned call to Kelly Jackson at MBNA, and left message
080623 -    about letter confirming instructions from Vanessa. ref SDS 42 0001
080624 -
080625 -    [On 001127 telecon with Kelly Jackson. ref SDS 43 0001
080626 -
080627 -    [On 001206 Kelly called with settlement ideas. ref SDS 44 0001
080628 -
080629 -
080630 -
0807 -
0808 -
0809 - Progress
0810 -
081001 -  ..
081002 - MBNA Incorrect Handling of Payment Damaged Welch
081003 -
081004 - This call follows up messages from Vanessa Benjamin and Jeff Alexander
081005 - the past few days.
081006 -
081007 - Vanessa said she is the manager for our account, and has the authority
081008 - to resolve issues.  She advised that MBNA is aware that the bank has
081009 - made mistakes handling the account which have caused disputes about
081010 - the amount that is owed by Welch.
081011 - ..
081012 - Vanessa said she has reviewed the record and has authority to
081013 - offer relief that can settle the disputes.
081014 -
081015 - I asked Vanessa, if she is aware MBNA requested a stop payment on
081016 - check 2565 for $21K on 001002, incorrectly claiming that MBNA did not
081017 - receive this payment, and could not locate Taylor MacKenzie,
081018 - ref SDS 32 0001, who requested payment in an MBNA letter, reported on
081019 - 000920? ref SDS 26 0001
081020 -
081021 - Vanessa said she was not aware of this record.
081022 -
081023 - I asked Vanessa if she is aware that on 001030 Taylor MacKenzie issued
081024 - another letter reporting check #2656 was processed by MBNA, and it was
081025 - returned due to the earlier stop notice, which MBNA had requested, as
081026 - reported on 001108? ref SDS 39 0001
081027 -
081028 - Vanessa said she was not aware of this record.
081029 - ..
081030 - I notified Vanessa that MBNA's actions have prevented timely
081031 - payment, and prevented Welch from securing favorable interest rates.
081032 - Welch has incurred additional time and expense to recover from MBNA's
081033 - improper handling of payments, and incorrect advice.
081034 -
081035 - Vanessa said her job is to resolve these matters, and that MBNA wants
081036 - to make an adjustment satisfactory to Welch.
081037 -
081038 -
081039 -
0811 -
0812 -

SUBJECTS
RMA# 1797954; Return Omnibook 4150, Account 000502
CDW Fails Honor RMA Defective HP Notebook Computer on MBNA Account
MBNA Credit - 4195 89

1106 -
110601 -  ..
110602 - Welch Disputes Charge Defective Merchandise, Returned to CDW
110603 -
110604 - Follow up ref SDS 38 0001, ref SDS 37 0001.
110605 -
110606 - I asked Vanessa if she is aware that MBNA has charged the Welch
110607 - account approximately $4,500 for defective merchandise, contrary to
110608 - written instructions to MBNA from Welch that the charge is incorrect
110609 - and fraudulent?
110610 -
110611 -     [On 001208 MBNA reports this charge has been removed. ref SDS 44
110612 -     UJ6M
110613 -
110614 - Vanessa said she is aware of this matter from reviewing MBNA's record,
110615 - and she believes, on advice of MBNA management and training, that MBNA
110616 - is required to ignore customer instructions not to make payments for
110617 - defective merchandise, so long as the merchant refuses to correct the
110618 - problem.
110619 - ..
110620 - Vanessa asked if the merchandise has been returned to CDW, per
110621 - the discussion with Janelle Siebenschuh and Lorraine Wright on 000927,
110622 - ref SDS 30 4J7I, confirmed by MBNA's letter, also, dated 000927,
110623 - received on 001009? ref SDS 34 5R6L
110624 -
110625 - I advised that to assist MBNA I mailed defective merchandise to CDW on
110626 - 001002, ref SDS 33 0001, and received a return receipt on 001012.
110627 - ref SDS 37 0001
110628 -
110629 - Vanessa said this new information helps MBNA resolve the CDW matter.
110630 - She requested that the postal receipt signed by CDW be saved to show
110631 - that CDW has no entitlement to payment.  I explained Welch holds that
110632 - CDW is not entitled to payment because CDW failed to correct defective
110633 - merchandise.
110634 - ..
110635 - I further advised that on 001107 we received notice of a damaged
110636 - package addressed to Welch by CDW that was in the mail room of the
110637 - building.  Investigation showed the package appeared to be the same
110638 - size and shape of the defective merchandise that was shipped to CDW on
110639 - 001002.  Since we had not ordered anything from CDW, and since the
110640 - package was damaged, the mail room notified the shipper to return the
110641 - package to CDW. ref SDS 38 0001
110642 -
110643 - Vanessa said that CDW's refusal to correct defective merchandise is
110644 - unreasonable.  She feels MBNA reach an equitable solution.
110645 -
110646 -
110647 -
110648 -
110649 -
1107 -

SUBJECTS
First USA - 6533, $21,000 check 2566
MBNA Credit - 4195 89
First USA - 6533, $21,000 check 2565

1706 -
170601 -  ..
170602 - Payments Held Up by MBNA Pending Resolution of Disputes
170603 -
170604 - Vanessa said MBNA needs to do a thorough investigation of the account
170605 - to establish the amount owed by Welch, and any adjustment the bank
170606 - owes to Welch for mistakes made by MBNA, as set out in the Welch
170607 - letter to MBNA, ref DIP 2 01FR, on 000919. ref SDS 25 0001
170608 -
170609 - She said the account at this time is in a dispute status, and so no
170610 - further transactions should take place until disputes are resolved.
170611 - Vanessa plans to review the record and meet with her boss to determine
170612 - MBNA's position.
170613 -
170614 - Vanessa will call back in a few days with a proposal.
170615 - ..
170616 - I asked Vanessa to enter our discussion today into MBNA's
170617 - computer record, in order to avoid further confusion and mistakes
170618 - caused by an incomplete record, per above. ref SDS 0 TO6H  I mentioned
170619 - Janelle and Lorraine did this on 000927, ref SDS 30 6P9I, and it
170620 - seemed to assist Vanessa today on the CDW matter.
170621 -
170622 - Vanessa confirmed that MBNA procedures require a complete record to
170623 - ensure accurate handling of transactions.  She said that sometimes
170624 - people get too busy, so there is not enough time to get everything
170625 - down.  She knows the Welch account has become complex, and so,
170626 - requires extra attention to avoid mistakes.
170627 -
170628 - Vanessa said she will prepare a complete record of our discussion.
170629 -
170630 -
170631 -
170632 -
170633 -
170634 -
170635 -
170636 -
170637 -
170638 -