ComplaintsforEarthlink, LLC

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So I placed this order on July 14th of 2024 . I was informed that it would be delivered by July16th of 2024. Never got it on July 16 waited to call on July 17th . I was informed they accidentally placed the billing with the shipping but he was able to get it changed. Meanwhile checking the app no update I could only see pushed as of July20 so I called to check back on it well I was then told by an agent that they cannot help me without a shipping number well I kept informing her that what she see on her end is also what I saw no tracking number just pushed and the next two circles for shipped and delivered were still grey . But she kept informing me that it was delivered On July16 but couldnt have been if the agent who I spoke with on July 17 told me it was updated so here comes July20 where I just simply want to cancel and get my money back because no one knows where the router is and whats going on . She goes to check and also cant get me no answer so I answer her to cancel she told me she cancels and I would see my refund within 2-3 business days well on July 23 I check my email and see a return label called and waited 2 hours as I have waited every time I have called just for her to tell me she canceled the return label but I cant get my ***** back its the policy . Well I told her how ? You dont see any tracking information or a device serial number for the item . I did nothing wrong on my end . So you mean to tell me I dont have the WiFi nor my ***** back from something that occurred on the company end ? I have talked to several different agents and I have heard something different each time . I just want my money back? Thats just ridiculous, its a rip off if you ask me . If I cant get my money back I dont mind doing a small claim or disputing the charges but it shouldnt be that hard for an issue that occurred on earthlink end. I would never send my money anywhere again before the services are installed . This was a first to even pay this much .

  

  Business response

  07/24/2024

  07/24/2024
  *******************************-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she placed the order on 07/14/2024 and was informed the router will be delivered on 07/16/2024. The consumer did not get the router and called to check. It is stated that the router was not delivered by 07/20/2024 and she decided to cancel the service. The consumer is seeking a refund of $79.95.
  
  We apologize for the negative impact and any miscommunication that *** have happened regarding the router. On reviewing the account we see that the service was signed up for Wireless Home Internet. We are sorry to know that the consumer decided to cancel the service. The initial payment of $79.95 is the installation/activation fee and must be paid before the equipment is sent to the consumers home. This is a non-refundable fee. Based on the situation the charge of $79.95 has been refunded. It will take 2-3 business days for the refund to reflect in the credit card statement depending on the financial institution. The device has been returned and the account is closed as of 07/22/2024. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedback positively to improve our staff and services. The confirmation number for this response is SDP 609409.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced in bringing this to a close.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer response

  07/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I canceled this service and was told after the retention rep tried unsuccessfully to convince me to stay with the service that I owed $200 termination fee. I was never told about a termination fee during the telephone sales process. I asked for the recording and the woman who stated she was a supervisor said she listed to it and it was said. I requested to listen to it and was told I needed to send an email to executive relations. I still have not received a reply. They are trying to make me pay for equipment that they stated I can just keep.

  

  Business response

  07/22/2024

  Date: - 07-22-2024
  *************************** BBB # ******** 
  EarthLink Acct # ********
  Acct status:  Inactive
  
  
  In the complaint, the consumer states at the time of cancelation she was informed that she would be charged an Early Termination fee.  The consumer states that she was not informed about the Early Termination fee at the time of sign up, so therefore disputing this amount. The consumer states that she wishes to listen to the sales call to check whether she was informed about the Early Termination fee.  The consumer would therefore like EarthLink to look into this matter.   
  
  EarthLink takes feedback like this quite seriously and we will address any failing to the people responsible allowing them to help improve our EarthLink services to more closely align with what our consumers expect. We would like to assure all the consumers that EarthLink always strives for better customer experience and takes every opportunity to improve its staff and services.  In regard to Early Termination fee, the consumers are informed by our Sales representative at the time of signup. We apologize for any misunderstanding that *** have happened at the point of sale. By establishing an account, ordering, and/or using the service the consumer is bound by the service Agreement. The Service Agreement is available online to all the consumers at *******************************************; As per the policy, if the account gets cancelled or inactivated within the first year of service the consumer is liable to pay an Early Termination Fee of up to $200. Therefore, the consumer was rightly liable to pay the Early Termination Fee of $200.
  
  However,in order to bring this matter to a close and in exception to the standard policy, as the customer stated that she was unaware of the contract, this *** be due to a misunderstanding between her and the sales rep.  So as a courtesy, we have decided to waive the Early Termination fee of $200 and remove the consumers account from collections.  Please allow up to 45 days for this collection process to complete. In case the consumer gets a call from the collection team, she could give this confirmation number ********* as proof of her collection amount being waived.  The account is inactive and there is no outstanding balance to be paid by the consumer. The confirmation number for this response is *********.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  **************************************************************************************************************;
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer response

  07/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My experience with Earthlink was initially awesome, until there was a problem. I became homeless, through no fault of my own, tried to cancel, and was repeatedly mocked and given the run around. Long hold times, empty promises that management would contact me, and fraudulent charges which resulted in an illegal draft of everything but one *****. The friendly agents will set you up, then rude jerks will be all you get. These rude foreigners have no respect for women or customers. Done with these people and this company. I'll file suit when I'm on my feet again.

  

  Business response

  07/16/2024

  07/16/2024
  *****************************-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that her experience with EarthLink was awesome until there was a problem. The consumer states that she became homeless for no fault of her own and tried to cancel the account. It is stated that she was mocked and given a run around, long hold times,empty promises that the management would contact her and fraudulent charges that resulted in illegal draft. The consumer has expressed dissatisfaction with customer service.
  
  On reviewing the account we see that the service was set up for high speed HyperLink internet access. We are sorry to know that the consumer would like to cancel the account and the difficulties that she experienced. As per the records there are no previous requests to cancel the account. The account was active and therefore billed. The billing process is automated. As per the policy,EarthLink does NOT accept cancellations by email. EarthLink does not ***** refunds or credits for any prior use including partial use during the last month prior to cancellation. All charges are considered valid unless disputed in writing within thirty (30) days of the billing date. Adjustments will not be made for charges that are more than 30 days old. The charge of $79.10 for the invoice dated 07/14/2024 is rejected and there is an outstanding balance. As customer appreciation we have waived the charge of $79.10. Based on the situation the account is inactivated as of 07/16/2024. The service is under a term commitment of one year. If the account is cancelled within the first year of service the consumer is liable to pay an Early Termination Fee of up to $200. The Early Termination Fee of $175 is waived. The lines will be released in 7-10 calendar days. The account is closed with zero balance and there will be no further billing. The confirmation number for this response is 203172826.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  07/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have tried to cancel this service for two days but they just hang up on me. I live in an area that is difficult to get internet service from any company. I simply wanted to cancel my service with EarthLink because I was able to work something else out. But they will not allow me to cancel. I havent even received the modem yet from them and they wont let me cancel. Its like as soon as you say cancel they hang up. They only want to take your money and nothing else.

  

  Business response

  07/15/2024

  07/15/2024
  *************************-BBB # ********
  EarthLink Acct # ******** WHI
  Acct status: Inactive
  
  The consumer states that he tried to cancel the service for two days but the call gets hung up. It is stated that he lives in an area that is difficult to get internet service from any Company. The consumer states that he simply wanted to cancel because he was able to work out something else. It is mentioned that he has not received the modem yet. The consumer is seeking a response.
  
  We are sorry for any misunderstanding or technical difficulties experienced related to account cancellation. On reviewing the account we see that the service was set up for Wireless Home Internet. The initial payment at sign up is the installation/activation fee and must be paid before the equipment is sent to the consumers house. As per the records the account is inactive as of 07/14/2024. The charge of $79.95 for installation has been refunded. The refund will reflect in the credit card statement in up to 3 days. The account was inactivated before the equipment was sent so there is nothing to return. The account is closed with zero balance. There will be no further billing. The confirmation number for this response is SDP 607789.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  ************************************** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer response

  07/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your assistance. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EarthLink will not allow me to cancel my account. Their app does not provide for this. And they either put me on hold or disconnect me on the phone.

  

  Business response

  07/15/2024

  07/15/2024
  *******************************-BBB # ********
  EarthLink Acct # ********
  Acct status: Closing 07/20/2024
  
  The consumer states that EarthLink will not allow to cancel the account. The app does not provide to cancel. It is stated that she is either put on hold or the phone gets disconnected. The consumer wants to cancel the account.
  
  On reviewing the account we see that the service was active for Premium email. We are sorry to know that the consumer would like to cancel the account. We apologize for the hold time and the difficulties experienced while trying to contact customer service. We continue our efforts to reduce the hold time. EarthLink does not accept cancellations by email. As requested the account is set to close at the end of the bill cycle date on 07/20/2024. On the inactivation date, without further notice the Service will be terminated and there will be no access to email,files or other information on EarthLink's servers. As per the policy, EarthLink does not ***** refunds or credits for any prior use including partial use during the last month prior to cancellation. As customer appreciation a refund of $13.95 has been processed. The refund will reflect in the credit card statement in up to 3 days. The current status of the account is set to close as of 07/20/2024. There will be no further billing. The confirmation number for this response is 203168427.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EarthLink charged my debit for internet they said would be installed 7/9/24 between 8AM-9PM They missed the appointment completely and after a 4 hour call rescheduled the installation for 7/10/24 They again missed the appointment and after a near 2 hour call hung up on **** have begged multiple people to speak with a manger and have yet to speak with anyone that can help me.They have lied to me about numerous things and yet to fulfill any of their promises.BUT they were able to charge my debit card immediately.I made it very clear at the time they took my money that I would not pay for the service unless it could be installed before 1PM on 7/10 I have missed my flights and am still stuck here in ******* just waiting for my internet to be installed.

  

  Business response

  07/18/2024

  Date:- 07-18-2024
  ***************************** BBB # ********
  EarthLink Acct # ********
  Acct status:  Active
  
  
  In the complaint, the consumer states that EarthLink charged him stating that his service would be installed on 7/9/24 between 8AM- 9PM. However, the installer did not turn up and so he contacted EarthLink and was given a reschedule date of July 10. 2024.  The consumer states that he had to miss his flight on this date, as the installer did not turn up. The consumer has therefore mentioned his dissatisfaction in regard to it and has requested EarthLink to get his installation done as soon as possible.
  
  
  We apologize for the inconvenience caused to the consumer. EarthLink always strives for better customer experience. We would like to assure all our consumers that EarthLink makes all reasonable efforts to provide high quality service with award winning support. The complexity of the internet service depends upon various factors some of which are beyond EarthLinks control.  We are sorry to know that the consumers services were not installed as per the expected time period. We have escalated this issue to the concerned team. We have now received a confirmation that the installer will be send to the consumers premises on July 27,2024, between 8 a.m.& 5 P.m.  We would request the consumer to make himself available during that period. However, we are trying our level best to get an earlier date to install the consumers internet service. In case if an earlier date is decided, we will accordingly communicate to the consumer.  If the consumer wishes to contact our installation department, he could reach out to them at *************. The hours of operation are Monday to Friday 10 am to 6 pm EST. The confirmation number for this response is 203159020.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ************************************************************************************************* | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We ordered EarthLink internet services on 6/29/2024. Despite a promise for a two day delivery, we received our router on 7/5/2024, in the evening. The internet would not connect, and we were told my several customer service people that they could not help us until Monday. Today, 3 separate customer service people told us that they dont know what is wrong and there must be an outage. We asked for a credit to our account so we are not billed for the week we did not receive the internet services we paid for. After that request, they said they cant change the billing, and left the chat abruptly. We still have no internet, and they have done nothing to resolve the issue.

  

  Business response

  07/09/2024

  Date: - 07-09-2024
  ******************* BBB # 21959973
  Wireless Home Internet account
  Acct status: Inactive 
  

  
  In the complaint, the consumer states that she signed up for Wireless Home Internet service with EarthLink on June 29, 2024.  The consumer states that she was supposed to receive the router within 2 days but received it on July 5,2024.  The consumer states that since that day she is unable to connect to the internet.  She had contacted EarthLink tech support however she is still unable to get connected. She states that she requested for a credit, and she was not provided.  The consumer would therefore like EarthLink to look into this matter.
  
  
  We apologize for the inconvenience caused to the consumer.  As per our record, the consumer had signed up for Wireless Home internet service.  We accordingly got the issue escalated to the concerned tier 3 technical team.  After several test done by them, we received a confirmation that the consumers location is not feasible for the internet service. We are sorry to know that the consumer did not get the desired connection.  EarthLink makes all reasonable efforts to provide high quality service with award winning support, but the complex nature of the internet service depends on various factors like infrastructure, wiring etc. some of which are beyond EarthLinks control. We have therefore inactivated the consumers account and have placed a full refund of $136.19. Please allow up to 3 business days for this refund transaction to complete.  The consumers account is inactive and there would be no further charges unless the consumer does not return the router within 30 days. 
  
  

  An email has been sent to the consumers contact email address with a link for the Return Label.  We like to inform the consumer that she will have 30 days to return their router.If she fails to do so, the consumer will be billed a Non-Return Hardware fee of $400. The consumer also has the option to mail the router back by herself to EarthLink by post at this EarthLink Mail address.   EarthLink Consumer Returns C/O KGP LOGISTICS, Attn: EarthLink Consumer Returns, *************************************************  The consumer can contact EarthLink at ************* (9 am to 10 pm ET 7 days a week) and provide us with the tracking number. The confirmation for this response is SDP # ******.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  *************************************************************************************************************;
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer response

  07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been complaining about this issue for years, and yet Earthlink NEVER corrects it, and the BBB does nothing to them for their crooked practice. Every time I get my bill (when I get a bill) I mail out my payment within a day or 2 of receiving the bill. They don't send me a bill ALOT (intentionally) and EVERY MONTH they write me stating that they either never received my payment, or, my payment did not go through, and then they find it is all fake information on their end. THEY ARE JERKS! They are ****** because they made a verbal contract w/ me to never raise my rate from $9.95/month as long as I continue with them. The keep trying, and I have to keep reporting them to you and the AG's office. TODAY, I get notices that my payment has not been received YET I WAS TOLD THEY WERE WAVING MY JUNE PAYMENT BECAUSE OF ALL OF THEIR ERRORS, AND YET THEY NEVER SENT ME A BILL, ANY BILL AT ALL, SHOWING A 0 BALANCE OR ANY KIND OF A BALANCE. I have just now spent 2-hours talking to RUDE CHINEESE WHO REFUSE TO TRANSFER ME TO THE U.S. AND THE CORPORATE PHONE NUMBER THIS CHINEESE OWNED COMPANY DISPLAYS ON THE INTERNET IN THE U.S. IS BOGUS. ARE YOU BBB GOING TO PUT A STOP TO THIS, OR ARE YOU GOING TO ALLOW THEM TO CONTINUE TO DO THIS TO ME EVERY SINGLE MONTH???????????????????? I so far have paid nothing for **** because they told me it was waived, but had to put an amount below because your program would not let me continue without doing so. My RESULATION DESIRE: STOP HARASSING ME EVERY MONTH, GET ME A U.S. PHONE NUMBER TO CALL, AND STOP LYING AND BEING SO **** CROOKED.

  

  Business response

  07/09/2024

  07/09/2024
  *********************************-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that she has been complaining about the issue for years. It is stated that every time she gets the bill and mails out the payment within a day or two of receiving the bill. The consumer states that the bill is not sent intentionally and every month it is said that the payment was not received. The consumer states that a verbal contract was made to never raise the rate from $9.95 per month as long as she continues the service. It is mentioned that she was told that the June payment will be waived but she has not received a bill showing a zero balance. The consumer is seeking billing adjustment.
  
  We apologize to you for any confusion or misunderstandings related to the account. ********************** makes all reasonable efforts to provide high quality service with award winning support. On reviewing the account we see that the method of payment is Check. It is mandatory that the consumer receives an invoice for Check method of payment. The invoices are sent every month on the bill cycle date. If the consumer is not getting the invoices on time then we request the consumer to check with the local *********** for any delays. The invoice has a stub that the consumer must send with the check payment. Check processing may take ten days after the Check is mailed. If the Check is not posted to the account in the grace ****** then the charge appears as a past due balance and this triggers an email to the consumer informing about the past due balance. This is done to avoid any interruption in the service due to unpaid balance. It is a standard automated billing process and not an individual decision. The consumer has the choice to make annual payment to avoid sending Checks every month. As per the records the Check for invoice dated 04/11/2024 and 05/11/2024 was posted on 05/13/2024 and 06/03/2024.
  
  EarthLink needs to raise rates occasionally to ensure we offset the impacts of inflation while always maintaining and improving the reliability of our services. As customer appreciation we have switched the plan to $9.95 per month. The invoice dated 06/11/2024 for $10.95 is unpaid and there is an outstanding balance. We have waived the balance of $10.95. The account is current and active and the next invoice date is 07/11/2024 for $9.95. The consumer can contact our level 3 support on ************ M-F 9a-6p ET followed by the security pin **** for the month of July 2024. The confirmation number for this response is 203149876.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This service has been incredibly unreliable and inefficient and has not worked as promised. We had service for all of 8 days before it stopped working completely on June 21. We have made numerous calls to tech support over the course of the last 2 weeks and all to no avail. We called on June 21, June 23, June 29, June 30, July 1, and today July 5th. My husband also made additional calls on his phone. I called one final time this morning, July 5th, 2024 and sat on hold for another 30+ minutes. We just want to cancel the service because it hasnt worked as promised and it has been impossible to get through to a human being. In the few times we have managed to get through the atrocious waiting times of 30+ minutes, a person will ask if the number we are calling on is a good callback number to which we reply, YES!, once we tell them we want to cancel we are hung up on and nobody calls back. If you call and press 1 to save your place in line, there are no callbacks. Texting/chatting services for support are NOT 24/7 as stated and it is difficult to get through even to them. We are exhausted and tired of dealing with such poor customer service and communication from a company that promised better. We have already purchased internet from a reliable local company and we want to cancel our service with Earthlink. We will pay for the 8 days we did actually get to use the service but we want a refund for the days we did not have service and we want a refund for the router that was sent. Paying nearly $90 for shipping and handling fees for a router that only worked for 8 days is ridiculous. This company is quite the scam as far as Im concerned and we will never use their internet again.

  

  Business response

  07/08/2024

  Date: - 07-08-2024
  **************************; BBB # 21945308
  Wireless Home Internet account
  Acct status: Inactive 
  
  In the complaint, the consumer states that her internet stopped working since 21st June.  The consumer states that first 8 days it was working fine.  The consumer states that they had contacted Tech support on June 21, June 23, June 29, June 30, July 1, and July 5th. However, her internet issue was still not resolved.  The consumer has mentioned their difficulties getting their EarthLink account canceled. The consumer in the resolution has requested EarthLink to cancel their account and requested a refund for days their service did not work.  The consumer has also requested a refund towards the shipping and handling charges that they had paid for the router.
  
  We apologize for the inconvenience caused to the consumer.  As per our record, the consumer had signed up for Wireless Home internet service.  We accordingly got the issue escalated to the concerned department.  However, we do see that the consumer has requested to cancel her account.  We are sorry to know that the consumer did not get the desired connection and decided to cancel the service.  As per the consumer request we have canceled her account and there would be no further charges unless the consumer does not return the modem within 30 days. 
  
  An email has been sent to the consumers contact email address with a link for the Return Label.  We like to inform the consumer that she will have 30 days to return their router.If she fails to do so, the consumer will be billed a Non-Return Hardware fee of $400. The consumer also has the option to mail the router back by herself to EarthLink by post at this EarthLink Mail address.   EarthLink Consumer Returns C/O KGP LOGISTICS, Attn: EarthLink Consumer Returns, ***********************************************  The consumer can contact EarthLink at ************* (9 am to 10 pm ET 7 days a week) and provide us with the tracking number.
  
  In regard to the refund request against the initial payment of $79.95 made to EarthLink at the time of sign up. This payment is for the processing and handling fee.  As per EarthLink Wireless Home Internet policy, the processing & handling fee is non-refundable.  We would like to inform the consumer that a non-refundable Processing & Handling Fee is charged at the point of sale and so therefore this amount is not refundable. Lastly in order to bring this matter to close we have placed a refund of $85.69 towards the unused data. Please allow up to 3 business days for this refund amount to be seen on the consumers bank statement.  The confirmation for this response is SDP # ******.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ************************************************************************************************* |30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer response

  07/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Earthlink continued to bill my credit card after they were notified in writing multiple times that autopayment was explicitly revoked. Earthlink gave me the 'runaround' when I contacted them to discontinue service. Earthlink acknowledge my written notice of service termination, conducted as requested by their representative on their website chat, then went on to tell me that it was not sufficient notice of termination.

  

  Business response

  07/09/2024

  07/09/2024
  ***********************-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that EarthLink continued to bill his credit card after notification in writing multiple times that auto-payment is explicitly revoked. The consumer states that EarthLink acknowledged the written notice of service termination as requested by the representative on website chat but said that it was not sufficient notice of termination. The consumer is seeking billing adjustment.
  
  On reviewing the account we see that the service is active for high speed HyperLink internet access. We are sorry for any confusion or misunderstanding related to account cancellation. When the consumer contacted EarthLink the account could not be verified. As much as we want to resolve the concern, we cannot make changes to the account without verifying account ownership first. Hence no action was taken. As requested we are closing the account as of 07/08/2024. The lines will be released in 7-10 calendar days. As per the policy, EarthLink does NOT accept cancellations by email. EarthLink does not ***** refunds or credits for any prior use including partial use during the last month prior to cancellation. As customer appreciation we are refunding the charge of $78.19 applied on 07/05/2024. The refund will reflect in the credit card statement in up to 3 days. The current status of the account is inactive. There will be no further billing. The payment information has been removed. The confirmation number for this response is 203146916.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer response

  07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory for this individual dispute, but that Earthlink's standard practices are dishonest and predatory on consumers and reflect poorly on capitalism when no checks and balances are enforced. . 
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩