Tom   This was entered into our systems yesterday. Thanks for your patience.   Dan S. dspringston@cavtel.com   From: Williams, Grant W. Sent: Thursday, September 13, 2007 4:49 PMTo: Springston, Daniel J.Subject: RE: Credits we discussed for Client1 & Client2   Dan,   Client1 - Acct Number - issued credit of $400 Client 2 - Acct Number - issued credit of $205   Let me know if you need anything else.   Grant -----Original Message-----From: Springston, Daniel J. Sent: Thursday, September 13, 2007 3:21 PMTo: Williams, Grant W.Subject: FW: Credits we discussed for Client1 & Client 2 Grant   Per our conversation this morning. Could you please get this credit in today. This was for two customers represented by this agent that had G6 outages back in June. If you could let me know when done I will follow up with the agent.  Thanks   Dan S.

Tom I have this one. I will talk to Grant Williams the Director of Business Care and get these processed today. As I am not in Care, I don’t know the lag time or billing cycle these customers are on but we will get this into the system today. I will confirm with you when they are in the system and let you know when they should post to our customers bill. Dan s.  

Mr. Springston, Confirming our telephone conversation of 9/13/07 at 9:27am,where I called 804-422-4100 to reach you, these credits willbe processed today. Thank you for your help! Tom Fox

Notice the date the message was sent, and the date Mr. Springston finally read it. I ended up calling multiple numbers at Cavalier until I got someone that could transfer me to him. Your message   To:        Thomas Fox; Springston, Daniel J.   Cc:       Client1   Subject:             RE: Credits we discussed for Client1 & Client2   Sent:   Fri, 27 Jul 2007 16:39:44 -0400   was read on Thu, 13 Sep 2007 09:26:43 -0400  

Still not a word from you, Mr. Springston.... What is status?

Your message   To:        ‘Fox, Thomas’; Springston, Daniel J.   Cc:  Client1   Subject:             Credits we discussed for Client1 & Client2   Sent:   Tue, 10 Jul 2007 09:38:14 -0400   was read on Tue, 10 Jul 2007 09:35:57 -0400  

(Note: I started to get smarter after a while, and requested delivery and read confirmations on most e-mails to Cavalier) Hello, We discussed a credit of full MRC for Client1 (main BTN:(redacted))  and 1/2 MRC for Client2 (main BTN:(redacted))  - neither has posted, and your customer service department does not have any information on this. Please advise asap what I should be telling our mutual clients. Thank you, Tom Fox