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Earthlink Customer Service has know clue what customer service is
Posted by Mhebel on 10/27/2007
Here is a transcript of my online chat with Earthlink.

Little background: I have been a Earthlink customer for 8 years, I started with dial-up, moved to Earthlink Broadband through my local cable company 4 years ago.

This August I noticed a 1.95 access fee on my cable bill, so I called my local cable company to inquire and was told that it was a charge Earthlink was passing thru on my cable bill. So I called Earthlink and after a 49 minute phone call Earthlink was able to confirm that yes they were charging the extra 1.95, but couldn't tell me why. I asked this to be removed, and was told they would and refund all past charges (Now I know that 1.95 per month does not sound like much, but time that by the thousands of customers, you get my point).
September bill comes still being charged. Called again and another 37 minutes later I am no further alone then a month ago. This time a went to my local cable companies office and inquired what could be done. Nothing other than switching services, which I choose to do.

Guess what in October I get yet another bill from Earthlink, and this time I used the online chat to handle the issue.

General Info
Chat start time Oct 27, 2007 9:05:17 AM EST
Chat end time Oct 27, 2007 9:43:06 AM EST
Duration (actual chatting time) 00:37:49
Operator Delphina T
Chat Transcript

info: Welcome to Earthlink LiveChat. Your chat session will begin shortly.

Not at home and you want to read your email? With EarthLink Web Mail you can check your email from any computer with an internet connection!

info: 'Sylvain Q' says: Thank you for contacting EarthLink LiveChat, how may I help you today?

mhebel@earthlink.net: I disconnected service last month, and I am still getting billed. Why?

Sylvain Q: I am sorry to hear that. I will try my best to assist you.

Sylvain Q: What was the name of your first pet?
mhebel@earthlink.net: *******

Sylvain Q: Thank you for the account verification information. I was able to verify your account.

Sylvain Q: I see that the bill plan was downgrade to Premium Mail (email only).

Sylvain Q: You can access your EarthLink email addresses from any computer anywhere.

mhebel@earthlink.net: As I told the lady on the phone SEVEN times I did not want any services from earthlink. Why am I getting Premium Email?

Sylvain Q: Okay, would you like to inactivate your account completely?

mhebel@earthlink.net: Yes, That is what I asked for over a month ago, I have a new provider that did not raise rates without a notification.

Sylvain Q: I see that there is a due amount on the account.

Sylvain Q: We can process your request once the due amount is cleared.

mhebel@earthlink.net: What is the due amount for? I pay thru my cable company. What would I owe direct to Earthlink for?

Sylvain Q: The due amount on the account is $5.95.

Sylvain Q: It is for the period from Oct 2-Nov 1.

mhebel@earthlink.net: For what I was NOT a customer, I CALLED AND DISCONNECTED PRIOR TO OCT. 1

Sylvain Q: Thank you for your patience. One moment while I transfer you to one of our senior specialists who will assist you in closing your account.

info: Please wait while I transfer the chat to the best suited site operator.

info: 'Delphina T' says: Thank you for contacting EarthLink LiveChat, how may I help you today?

Delphina T: Hello, I see you've already been chatting. Please give me a moment so I can read the previous chat and pick up where you left off.

mhebel@earthlink.net: This is why I left in the first place eight years I have been a customer, called in and could not get any help with my account so I found another provider, and now I have to pay 5.95 to leave earthlink?

mhebel@earthlink.net: This rates up there with charging a 1.95 access fee. And can not tell me what the access fee is for.

Delphina T: I am sorry to hear that you are leaving us.

Delphina T: However, I will assist you through the cancellation procedure.

mhebel@earthlink.net: I have already left. A month ago.

mhebel@earthlink.net: Do I have to cancel every month?

Delphina T: No, I see that the account is active.

Delphina T: Let me inform you that if once the email address is deleted, all the emails of that mailbox stored on our server will be lost.

mhebel@earthlink.net: Why, I have service from Time Warner, I called in front of the Time warner agent and got a release number from you, thought that was it.

mhebel@earthlink.net: Fine, I do not use that account.

Delphina T: As accounts are set to close at the end of the current bill cycle, the closing date of your account is 11/01/07.

Delphina T: Please stay on hold while I cancel your account and provide you the confirmation number.

mhebel@earthlink.net: What account are you closing? I already have a number, so I could sign up with time warner over 4 weeks ago.

Delphina T: I see that you have a Premium Mail service with EarthLink.

Delphina T: So as per your request, I am inactivating the Premium Mail account.

mhebel@earthlink.net: NO, I told the lady on the phone I did not want ANY earthlink services. 7 times I had to repeat myself, why because the people at Time Warner where laughing at her for begging me to take earthlink services, and for me to have to repeat NO seven times.

mhebel@earthlink.net: I was on speaker phone in the reps office.

mhebel@earthlink.net: So what did I sign up for?

mhebel@earthlink.net: And show me my where I signed.

Delphina T: EarthLink offers a billplan called Premium Mail at $3.95 per month. I see that you have sigedn up for this plan. This plan includes 2 EarthLink email addresses, each with 100MB storage space and no Internet access.

mhebel@earthlink.net: Where did I sign? Show me my contract.

mhebel@earthlink.net: Know what if I every had wanted to return to Earthlink, You have ZERO chances of that, if you sign customers up for stuff that they NEVER ordered, and argue with them for a lousy 5.95, which is funny when you state it only costs 3.95 for the service you say I ordered, why would I ever want to deal with you in the future? I rather have dialup than earthlink after this.

Delphina T: I see that the Cable service is changed to Premium Mail on 09/21/07 and the confirmation number given to you is 132233868.

mhebel@earthlink.net: Yep my disconnection number to drop Earthlink as a provider.

Delphina T: I see that you had accepted for the Premium Mail.

mhebel@earthlink.net: Let me guess you get paid commission for "saving" accounts. Why not talk to the lady I talked to on 9/21, See if her story checks out? Oh I forgot at Earthlink the customer is never right, and the CSR is.

mhebel@earthlink.net: So what is the bottom line here, your not going to do anything, and you are wasting my time with this.

Delphina T: As per your request, I will process the refund for $5.95 which has been charged for the Premium Mail.

mhebel@earthlink.net: And is there any other Earthlink service I do not know about That will show up next month?

Delphina T: I was able to locate only one account.

mhebel@earthlink.net: So I have nothing with earthlink, and I will not get anymore nasty emails from earthlink?

Delphina T: Yes, do you want me to inactivate the account?

mhebel@earthlink.net: I thought thats what I did on 9/21

Delphina T: No, I see that the account was downgraded to the Premium Mail.

Delphina T: Please stay on hold while I cancel your account and provide you the confirmation number.

mhebel@earthlink.net: So is this going to take 20 mins or what?

Delphina T: As per your request your account has been cancelled and the confirmation Number for this inactivation is: 133684728 and is closing on 10/27/07.

mhebel@earthlink.net: YEA


     
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Posted by Anonymous on 2007-10-27:
Yeah I once had earthlink back in the day and spent 21 bucks a month on there crappy dial up service and i would always get unknown charges on my account so i decided to cancel instead of them to keep defruading me.
Posted by Anonymous on 2007-10-27:
It's hard to understand why Earthlink is still in business or why they have not been bought out yet. It has been years since I heard anyone say anything nice about them. Glad you were able to close your account in the end. Hope it stays closed. (VH)
Posted by Anonymous on 2007-10-27:
Majority shareholder of Earthlink is Sprint. That might explain a few things.
Posted by Anonymous on 2007-10-27:
I have no idea why j.d power gives earthlink or cox awards in customer service. They must not be customers of these companies. What next Vonage gets one to
Posted by Anonymous on 2014-03-21:
Thank you so much for that info and long transcript of incompetency on Earthlink. I have had that same experience with AT and T for my cell phone plan, which I've had for over 5 years. I should probably let everyone know. Any suggestions for cell phone carrier.
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Do Not Use EARTHLINK - EVER!!!!!
Posted by Coachmom on 04/05/2013
I called Earthlink to inquire about internet service. I erroneously gave them my credit card number as I intended to have it installed. After hearing more about their charges and services, I declined to hire their service and told them I do not want their service. Lo and behold I find that they turned me into collection for an unpaid bill. After many attempts to contact them I finally get a live person. They tell me that they have no record of me and therefore there is no charge. I called my credit card company who called them (with me on the phone) - we got the same reply. I've emailed, mailed, everything I can think of...I still have an uncollected fee from them which I refuse to pay as I did not have their service. I have/had a very high credit score and they are going to taint that.

NEVER EVER use EARTHLINK - they are scams..................
     
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Not providing required speed, bad tech support
Posted by Dbacon on 12/30/2007
BERKELEY, CALIFORNIA -- I pay for 6mps DSL internet connection from Earthlink. I often get service at 1.5 download, and 0.3 upload. I have tried to use Earthlink chat tech support for this problem. The techs give irrelevant advice about changing browser settings, when I don't even use a browser for email. Then they simply stop responding.

Today I waited for a response for half an hour on two different occasions, and finally gave up both times.
     
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Can't get an account closed
Posted by Kal32955 on 04/02/2014
ATLANTA, PENNSYLVANIA -- This has gone out to 26 consumer complaint companies. If my account is not canceled, it will go to TV stations, newspapers, and cable news networks.

I have sent a private message to Earthlink Internet as one Jen at Earthlink suggested with all the info they need in order to cancel my account. No response. I have posted on their Facebook page multiple times to please contact me to cancel my account. They keep posting private message (already did that), or call them. I do not have a phone. I have been trying to cancel my service with Earthlink since the day my former partner signed up for it last year. Their site makes it very difficult to figure how to cancel. I can't use chat. I can't call. I can’t email. Now I see I have to send a registered or some other more expensive mailing to cancel this account. I think This company is ignoring me and I think that this company is stealing from me and thus am filing a complaint on this site.
I am being charged each month and have yet to use their services. I would like to have the services I do not want nor am I signed up for CANCELED. The account is under Kevin L. who has not been here since April, 2013. I would like all the money taken out of my checking account via my MasterCard refunded to date.
Now, most likely they are just another money grubbing corporation, and I probably cannot get it back. I repeat, I have never used their services, I did not order it, yet I am being charged since last May I believe. Cancel it now. Acct. 28810763. I am on disability and if this is not taken care of soon, I will get the TV stations and attorney generals involved.

Art Lucas

     
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Posted by Cwazychicken on 2014-04-05:
can you cancel it on your bank account or credit card? Can you report it to someone? This sounds horrible. You may have to change bank accounts in order to get them to stop.
Posted by madconsumer on 2014-04-06:
since the account is in someone else's name, that may be why you are having difficulty canceling.
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Earthlink Is A Rip Off - Will Not Honor Cancellation
Posted by Bevksmind2 on 01/28/2014
EARTHLINK continues to bill my credit card after 3 months of me telling them to cancel the account. It is outsourced and the people they have are rude and unresponsive.
     
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Posted by Shaun on 2014-01-30:
Put your cancellation in writing. The lesson learned here is DOCUMENT EVERYTHING. Then dispute any charges on your credit card statement.
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Earthlink DSL Customer Support
Posted by Sschlick on 04/24/2013
ATLANTA, GEORGIA -- I have been an Earthlink customer since dial-up days. I have worked in technical support but encountered a DSL problem at home that I could not solve. I gave this rating three stars because the problem is not yet solved. I would not give regular customer service any stars.

My problem began when my old DSL modem broke after 10 years faithful service. I paid Earthlink for Fedex 2-day shipping. The new DSL modem arrived and did not work no matter how I tried to tweak the connection. After spending hours with regular service reps (Patrick and Ethan), I was told my call would go to senior tech reps who would call back but didn't. Regular technical support expected me to wait for their call. Each time I called, the regular technical reps, they were polite, obsequious, and utterly ineffective. The only exception was one tech representative who chastised me for not waiting for a callback. Each time the reps ran through their support script even as I told them I was repeating the same steps over and over again and getting the same results.

At the reps' suggestions, I even called my computer tech support and made sure the problem was not with my hardware or setup. When I called this afternoon, a senior representative came to the phone and was unable to help. He offered to send me another new modem at no cost. I then called the Earthlink headquarters in Atlanta and got patched through to Tier-3 technical support. After nearly two hours of expert support, we determined the modem was indeed not working. Despite my initial frustrations with the regular reps, I was satisfied with the Tier-3 support from Atlanta. The Tier-3 technician *was* an expert who knew his business. Lesson learned: I will *never* *ever* call the regular support line again; the reps simply do not have the technical skills necessary to solve more than the most rudimentary problems. If the new modem does not work, I will sever my business relationship with Earthlink and move to another ISP.
     
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Earthlink Has Kept Their Promise, as to the Price I Got Since 2008.
Posted by Esalazar on 04/11/2013
I pay $29.95 for Earthlink internet service to this day. I have had Earthlink since 2008 at this price. It's not the fastest speed, but I'm in no hurry. I recently wanted to upgrade our cable service, but was told I would have to upgrade the internet service to theirs. The price I pay now is $64 for Earthlink and local cable. To upgrade both shot up to $90. I asked how much just for upgrading just the cable, not Earthlink. That was $99. Well since Earthlink kept their promise of $29.95 a month, I decided to stick with them.
     
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Posted by ok4now on 2013-04-12:
Excellent post. Earthlink is to be commended for honoring their price guarantee to you the customer. Since 2008 internet speeds have changed drastically. So while the price is the same you are no longer getting your monies worth. Example: I have FIOS Quantum 50/25, the fastest internet speed in the country. Don't believe the Comcast Infinity claims. This is pure Fiber Optic to your house, not copper like Comcast. Because I am a Verizon triple play customer I only pay $34.95 a month for internet. Would this be worth an extra $5.00 bucks a month compared to what you are paying Earthlink? Your money, you decide.
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Fraudulent Charges - Air Suppy - Nasty Experience
Posted by Pp_ruth on 04/09/2013
WORCESTER, MASSACHUSETTS -- Totally frustrating, a night mare, I will never recommend EARTHLINK to any one! I was tossed around regarding internet connection for almost two weeks and the problem was never resolved; I was on phone with them almost daily for 1-2 hours regarding internet connection. The shipping cost of $20 for equipment was taken from my account without my knowledge; monthly fees were deducted from my account and yet no services had been provided AT ALL. I had an extremely difficult time canceling my order because they were trying to convince me to wait over and over; moreover they told me to hire services of an electrician to come and connect my internet. I had to yell and insist that I wanted them to cancel my order before they finally yielded. Another $90 was deducted supposedly because I terminated services that were never connected for even a moment and the grace period of 30 days will still 2 weeks away.

When I questioned this, they turned around to say that the $90 was being held because I hadn't returned their equipment. Again it was not my fault because they sent me another modem 2 days later, after I had terminated services. My money has not yet been refunded to date. Some of their staff members are rude and have no clue about what they are doing.

     
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Posted by Alain on 2013-04-09:
Looks like you're not the only one with complaints about them. Aside from here, there were several other sites with recent reviews of problems with Earthlink. They outsource their support and use 3rd party technical service and that may be part of the problem. You might want to check with your bank to see how to block/possibly recover fees from Earthlink.
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Fraudulent Charges
Posted by Geraldv333 on 01/04/2013
I recently found a charge from Eartlink for $9.95 on my Time Warner 3 in 1 pack bill. I never asked for it and they would only tell me what it was not offer any proof that I had signed up for it. (My contract is in writing.) Eventually Time Warner removed and credited me back 8 months but it seemed to me that Earthlink is the slimy one here.
     
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Posted by trmn8r on 2013-01-05:
First off, this is a lesson to review your bills in a timely manner - I believe the federal law is they have to rebate up to only 2 months if a bill is found to be in error. Thus you may have had a hard time getting it all back (congratulations), but you did.

Since they didn't explain what happened, it seems at a glance (UIMS) to know of the error was Earthlink's or Time Warner's.
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Earthlink adds erroneous bills to credit card and will not refund
Posted by Tired of being screwed on 12/17/2010
Earthlink loves to add little charges here and there. Like 4.95 per month for pc clean up service that they never provide. They also love to play shell games with your bill so you never see it. Of course, once you finally catch up with your bill and want to dispute the charges. You first get to go through about an hour of run around with the kind folks in India, then you are just told "Earthlink policy is that you cannot dispute charges beyond 30 days old". They screw you for as long as they can. They will admit the charges are incorrect but it is your duty to keep up with your bills and call them when you have a problem. They absolutely will not refund your money beyond a very small percentage of what they have stolen. They must be raking in thousands with this little scheme.
     
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