CONTACTS 
0201 - Pacific Bell Network Services
020101 - Ms. Evelyn Bannon; Technical Advisor
020103 - DSL Help Desk
0202 - Network Associates, Inc.
020201 - Mr. NFN NLN
020202 - McAfee Technical Support
020203 - Customer Service

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 13 0000. ref SDS 12 0000.
070802 -
070803 - This past July Millie received a letter from SBC saying the monthly
070804 - charge for DSL Internet service is reduced from $39.95 to $29.95.
070805 - This changes the original agreement that planned for service to
070806 - increase to $49.95.
070808 -  ..
070809 - This $20 per month savings is significant, and was not shown on the
070810 - August invoice.  Since Millie's DSL service began in September of
070811 - 2002, OA 020916, ref SDS 1 PO9I, the rate change should go into
070812 - effect in October.
070813 -
070814 -
070816 -  ..
070817 - 925 680 8948 Analysis of SBC Charges and Payments
070818 - DSL Rate Reduction Implemented Lowering Monthly Charges by $10
070819 - Error in Payment Accounting Resolved by Proper Credit Allocations
070820 -
070821 - SBC invoice for telephone 925 680 4848 and closing date 031005 seems
070822 - to show an amount for DSL service.....
070823 -
070824 -
070825 -                          $22.97
070826 -
070828 -  ..
070829 - The corresponding amount for the prior month was...
070830 -
070831 -                          $39.95
070832 -
070834 -  ..
070835 - This record appears to implement SBC's planned rate reduction.
070836 - ref SDS 0 0001
070837 -
070839 -  ..
070840 - The total standard monthly rate for account 925 680 8948 seems to be
070841 - shown as...
070842 -
070843 -                          $39.83
070844 -
070846 -  ..
070847 - Typically this should be the paid month to month.
070849 -  ..
070850 - Millie is concerned the amount showed owing and due to SBC is for...
070851 -
070852 -                          $87.44
070853 -
070855 -  ..
070856 - Why is SBC billing for....
070857 -
070858 -                          $47.61
070859 -
070860 - ...more than the standard amount owed?
070862 -  ..
070863 - The amount of the billing ending 030905 was for...
070864 -
070865 -                          $58.44
070867 -  ..
070868 - Millie has this amount circled with a date of 030922 seeming to
070869 - suggest that is the amount she paid.
070871 -  ..
070872 - SBC shows on its invoice receiving payment on 030926 the amount of...
070873 -
070874 -                          $11.53
070876 -  ..
070877 - This difference from $58.44 is the approximate amount of additional
070878 - payment SBC seeks to recover on the current invoice.
070880 -  ..
070881 - Review of SBC's invoice for period ending 030905 on the other
070882 - telephone account 925 680 8947 shows amount owed of $11.53.  Further,
070883 - SBC's invoice for the current period ending 031005 on telephone
070884 - account 925 680 8947 shows that SBC received payment in the amount of
070885 - $58.44 on 030926.  This record suggests that extra payment was made
070886 - to SBC on account 925 680 8947 in the amount of...
070887 -
070888 -                          $47.61
070889 -
070890 - ...which reconciles the outstanding amount owed this period for
070891 - account 925 680 8948, per above. ref SDS 0 IN44
070892 -
070893 -     [On 031103 SBC notifies Millie of past due payment in the amount
070894 -     of $47.61 on account 925 680 8948. ref SDS 17 LP55
070895 -
070896 -
070898 -  ..
070899 - 925 680 8947 SBC Charging for 25 Minutes Technical Support by McAfee
070900 - McAfee Charging for 25 Minutes Technical Support on 925 680 8947
070901 -
070902 - Follow up ref SDS 14 0001, ref SDS 9 0001.
070903 -
070904 - Page 2 of SBC's invoice for period ending 031005 shows a charge....
070905 -
070906 -     McAfee Priority Support
070908 -      ..
070909 -     030814 1653 25 Minutes calling 900 328 4663....... $73.75
070910 -
070911 -                 Taxes                                    2.21
070912 -                                                       ---------
070913 -                                                        $75.96
070914 -
070915 -        [On 031019 John at McAfee filed a claim to recover erroneous
070916 -        billing on SBC invoice. ref SDS 15 GW5L
070918 -         ..
070919 -        [On 031020 Jason at McAfee is processing claim. ref SDS 16 DL5K
070921 -         ..
070922 -        [On 031026 received letter from McAfee notifying that a credit
070923 -        was issued to correct erroneous billing. ref SDS 15 0001
070925 -  ..
070926 - On 030814 at 1642 had to call McAfee technical support for assistance
070927 - using the McAfee online purchase system to upgrade virus definitions
070928 - on computer 12, because for some reason the online purchasing system,
070929 - which worked for computers, c11 and c13, failed when using c12.
070930 - ref SDS 9 0001,
070932 -  ..
070933 - Previously, on 030812 the same problem had occurred, ref SDS 6 FP6K,
070934 - and then occurred again the next day on 030813, when we purchased
070935 - McAfee virus definitions online for computer c11. ref SDS 7 0001
070937 -  ..
070938 - The following day on 030814 tried again to use McAfee online system to
070939 - purchase virus defintions and this time got a message to use a 900
070940 - number. ref SDS 9 SC9I
070942 -  ..
070943 - The McAfee engineer who answered the 900 call, Mayank Bhargava,
070944 - suggested that rather than access the online purchase system through
070945 - the McAfee virus protection program, which worked for c11 and c13, to
070946 - instead use an Internet address which Mayank provided. ref SDS 9 R040
070948 -  ..
070949 - Mayank confirmed this guidance in an email. ref SDS 9 UY4M
070951 -  ..
070952 - The record shows that this alternate method recommended by McAfee,
070953 - also, failed. ref SDS 9 U36N
070955 -  ..
070956 - A month later, on 030919, tried updating virus definitions on c12
070957 - again, using the standard program driven access method that previously
070958 - had failed on 030812, on 030813 and again on 030814, but on 030919
070959 - McAfee's online purchase system was successful. ref SDS 14 0001
070960 -
070961 -
070962 -
070963 -
070964 -
070965 -
070967 -  ..
0710 -
0711 -
0712 - 1416
0713 -
071301 - Called McAfee technical support...
071302 -
071303 -                         888 847 8766
071305 -  ..
071306 - There was a voice message saying to call....
071307 -
071308 -                         866 622 3911
071309 -
071311 -  ..
071312 - Talked to Mayleen Cadiz.
071313 -
071314 -
071315 -        [On 031019 John at McAfee filed a claim to recover erroneous
071316 -        billing on SBC invoice. ref SDS 15 GW5L
071317 -
071319 -  ..
071320 - Reviewed record showing there is no support for McAfee's claim of
071321 - providing special support on 030814 at telephone number
071323 -                              ..
071324 -                             900 328 4663
071326 -  ..
071327 - Asked who at McAfee claims such a call was made and what service was
071328 - performed that justifies a charge of $75?
071330 -  ..
071331 - Mayleen said her records do not show who performed services for McAfee
071332 - and what services were performed.
071334 -  ..
071335 - Mayleen said that McAfee has a form customers prepare to dispute
071336 - charges.  She will submit the form.
071337 -
071338 -        [On 031019 John at McAfee filed a claim to recover erroneous
071339 -        billing on SBC invoice. ref SDS 15 GW5L
071340 -
071341 -
071343 -  ..
0714 -
0715 -
0716 - 2055
0717 -
071701 - Received a letter from Mayleen saying...
071702 -
071703 -    1.  Subject: [Incident 031015-004153] payment dispute
071704 -        Date: Wed, 15 Oct 2003 14:29:11 -0700 (Pacific Daylight Time)
071705 -        From: mcafeesupport@mcafee.com
071706 -        To: rodwelch@pacbell.net
071708 -         ..
071709 -    2.  Recently you requested personal assistance from our on-line
071710 -        support center. Below is a summary of your request and our
071711 -        response.
071713 -         ..
071714 -    3.  Thank you for allowing us to be of service to you.
071716 -         ..
071717 -    4.  Subject payment dispute
071719 -         ..
071720 -    5.  Discussion Thread
071721 -
071722 -        Response (Mayleen)    10/15/2003 02:29 PM
071723 -        Is this a 900 refund request? Y/N = y
071724 -        *If yes, put into Summary line "900 REFUND"
071725 -        *If 900 refund enter amount of refund: $76.00
071726 -        *If 900 refund enter number called: 1-900-328-4663
071728 -         ..
071729 -    6.  TECH SUPPORT ESCALATION FORM
071731 -         ..
071732 -    7.  Customer Information
071734 -         ..
071735 -    8.  Name:
071737 -         ..
071738 -    9.  Phone:
071740 -         ..
071741 -   10.  Best Time of Day to Call (eg: 9:00 AM to 11:00 AM Eastern
071742 -        Time):
071744 -         ..
071745 -   11.  Email Address:
071747 -         ..
071748 -   12.  Browser and Version:
071750 -         ..
071751 -   13.  Operating System:
071753 -         ..
071754 -   14.  Type of Connection:
071756 -         ..
071757 -   15.  Type of tech support already used:
071759 -         ..
071760 -   16.  Product:
071762 -         ..
071763 -   17.  Date of Download:
071765 -         ..
071766 -   18.  ISSUE (if virus related, include the name of the virus): n/a
071768 -         ..
071769 -   19.  Why is this issue an escalation rather than just a referral to
071770 -        tech support?
071772 -         ..
071773 -   20.  You may also update this question by replying to this message.
071774 -        Because your reply will be automatically processed, you MUST
071775 -        click 'REPLY' and then enter your reply in between the 'reply'
071776 -        lines provided at the bottom of this email. Text entered into
071777 -        any other part of this message will be discarded.
071779 -         ..
071780 -   21.  [===> Please enter your reply below this line <===]
071781 -
071782 -        Mayleen, above, has already entered the following....
071784 -         ..
071785 -        Is this a 900 refund request? Y/N = y
071786 -        *If yes, put into Summary line "900 REFUND"
071787 -        *If 900 refund enter amount of refund: $76.00
071788 -        *If 900 refund enter number called: 1-900-328-4663
071789 -
071790 -        a.  There are several errors in McAfee's work that reflect
071791 -            billing errors for which claim is being made on SBC's
071792 -            invoice for closing date 031005, as shown above.
071793 -            ref SDS 0 VX9G
071794 -
071795 -            1.  McAfee's explanation is incorrect that says in part....
071796 -
071797 -                    Recently you requested personal assistance from our
071798 -                    on-line support center. Below is a summary of your
071799 -                    request and our response, per above. ref SDS 0 XX8J
071801 -                 ..
071802 -                No "request" nor use of any kind was made the McAfee
071803 -                on-line support center.  As shown above, a call was
071804 -                placed to....
071805 -
071806 -                                   888 847 8766
071807 -
071808 -                ...and at that location, ref SDS 0 0204, there was a
071809 -                voice message saying to call instead....
071810 -
071811 -                                   866 622 3911
071812 -
071813 -
071814 -
071816 -         ..
071817 -   22.  [===> Please enter your reply above this line <===]
071819 -         ..
071820 -   23.  Thanks
071822 -         ..
071823 -   24.  Mayleen
071824 -        McAfee Security
071825 -
071826 -
071827 -
071828 -
071829 -
071830 -
0719 -