Earthlink is big all right. By most reckonings, it's the second largest Internet service provider after AOL. Unfortunately, it shares many of AOL's bad habits -- the most notorious being the near impossibility of cancelling the service.
Below is a sampling of recent complaints. Click the links to the right for more.
Christen of Tucson, AZ February 13, 2006
Christen of Tucson AZ (02/13/06) I called Earthlink to cancel my membership (they were taking 21.95 out of my acct every month) because my computer was not working.The Customer Rep said no problem and told me I already had a 21.95 credit. He told me they would probably not refund the credit, but would I like to use it for a year of email service for 21.95? I agreed to that because we probably would need all of our adresses when we got our new computer. He gave me my cancelled subscription confirmation # and I told him to please take the Visa card number I had off that acct and never to run it again due to the horror stories I have heard about still being charged after canceling. He said no problem and that was that.
I checked my bank acct the next day and I was -175.00 because Earthlink ran my card for 239.40 a whole years worth of service. I called Earthlink immediately and the CR told me it was an accident on their end and he would get my card refunded immediately and not worry about it. He said they would fax my bank a letter saying it was their fault. I called my bank then and filed a claim regarding the unauthorized payment and they said they could not refund any of the overdraft fees until Earthlink put the money back in.
I called Earthlink back and this time the CR told me it would take 3-5 business days before the money would go back into my acct. No one at Earthlink cared - they basically kept saying they understood and that was the best they could - it was a mistake. They were still trying to sell me their services and get me to sign back up. I told them after this no way.
Mary of Chicago, IL February 10, 2006
Mary of Chicago IL (02/10/06) I have a credit coming to me from a slam that I caught before it went too far. Two months worth of a service called CallWave that I never used or wanted. Just because they mentioned it to me doesn't mean I wanted it and I had told them over and over again by phone, email, web chats that I had no use for the doggone utility. But they just went on ahead and began to charge me for Software I wasn't using.
All this technology and the knuckleheads can't tell one has not downloaded some kind of software and is using it? Driven Greedy sobs. And that credit that I have coming to me...well I can't get it back because I discontinued the dial-up service with them. And I'm never going to stop bothering them about it or talking about them in a bad light until I die. It's the only way I can shut up anyway. Hey! Earthlink!!! I want my credit coming to me.
Terri of Center Ridge, AR February 7, 2006
Terri of Center Ridge AR (02/07/06) I have had service with Earthlink for many years. For the past three years I have had satellite service. On 9/15/05, I called EL and requested my service be discontinued. I work through VPN and they cannot provide me with a stable - static IP address for which to work through. I then called Direcway and requested to be hooked up with them, as I have DW equipment. They told me they could not do this, because it showed I was still a customer of EL.
I have gone back and forth like this since September 15, 2005. I have continued to receive satellite service throughout that time, though I was not charged. I have documented dates and times that I have called into Earthlink to get this resolved. That number is 31 times, but if you count the times I called in and never got to speak to anyone, but got disconnected, that number is 47.
I cannot believe I put my faith and life's blood into a company that, not only cannot successfully transfer a phone call without disconnecting the caller, but cannot get a satellite connection interrupted. I was told today, by Earthlink's installation department, that they were escalating the problem and expediting it immediately. I was also told the same thing on 2/1/06 by the installation dpt.
Today I was told this would be resolved in 7 business days, which is what I was told a week ago. I am putting Earthlink on notice that they have until 2/16/06 to have this matter resolved, or I will not be calling back, but will be scheduling an appt with my attorney to file a law suit. I am losing my job over this, as I work at home. I'm sure it wouldn't do any good, but I don't know where else to turn. It makes me ill to see Earthlink's commercials on TV, promise all of this excellent service and dedication to the customer. That has not happened in this case.
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