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 runaround 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.
I have never really had a problem with Earthlink as far as service goes, the main issue is with being unable to make a payment online if your account is deactivated. Husband had stroke, etc. Found out we are now in a wi-fi area, only because my daughter's main computer has been on Earthlink and hers does not support wireless. I have apparently been wireless and didn't realize it.
I do not have a credit or debit card and they won't take a check over the phone, only online, but if your account is deactivated... I can wait til I mail them a check for service to be reactivated since my daughter is gone on vacation. Maybe Earthlink needs to reconsider just let a person pay online, by check, even if their account is deactivated.
I have been harassed for the past week by Earthlink's billing department. My husband is deployed, and our communication is sporadic. Earthlink said I needed to pay an outstanding balance of $7.90 (ridiculous in itself) and demanded my credit card number. I don't think so! I said I'd need to check with him next time he called. I called the customer service dept. the next day, and the person said there wasn't any balance. Today (4/11) I was called, and NEVER IN MY LIFE HAVE I BEEN SO HARASSED! He demanded my card # again, and I said, "not until I talk to my husband." He ended the call with, "talk to you tomorrow."
Furthermore, he showed no record of my previous call. I have since filed a complaint with the Missouri Attorney General's office. If we do indeed owe, I will pay. However, the confusion needs to be cleared up on Earthlink's end. I refuse to be intimidated.
DRAPER -- So, the story starts with me having called the Dish people to talk about one of their advertisements which says high speed internet starting @ 12.99 a month. I called them and they said they don't take orders but they have tie ups with Earthlink. They asked me for the information and told me that I would NOT be charged and it's to verify the information and they said Earthlink people will call me and explain about all the options they have. Of course, I was stupid enough to give them my credit card information.
Now, guess what, I see an order on my name next day in my email and that too without talking to any one from Earthlink. They just placed an order on my name without me even talking to them (forget about placing any orders). How insane is that? Terrible, now they tell me that they have shipped the equipments fees and I will be charged. Someone got to be sued for something. What a pathetic way to harass the customers and get people trapped. Never ever trust anyone and give your CC information. Earthlink sucks or shall I say it was Dish who messed it up....
We've had two different lengthy DSL outages at a facility that has an architecture supporting operations in the US and Iraq. The architecture provides personnel management of over 8000 people on a government contract. For the second time in six days we have had an outage starting at about 9:00 AM. The first one was resolved at 2:54 AM the following morning and only because I had a tech badger the Earthlink Help Desk folks and not let them push him off until the next day.
The one today is ongoing as of 6:30 PM with numerous lengthy phone calls and pass arounds. I just got off the phone with the Earthlink Customer Support Desk which is LOCATED IN INDIA to lodge a complaint. I hope it does some good.
When we first got our laptop, we decided to take advantage of the free internet offers for 30 days, as installed in the computer. We tried Earthlink, which said that no billing would occur during the trial period (30 days). We tried it for three days -- it was a nightmare! Terribly slow, connection kept getting interrupted, and downloading would take a century and a half!
We canceled as per the instructions on the site -- written request, certified mail with return receipt. About a week after we first went on, we received the confirmation postcard that they received the cancellation. NOW they've put us in collections for two months of service! WE USED IT FOR THREE DAYS DURING A 30-DAY FREE TRIAL PERIOD! The reps who call are barely audible and difficult to understand. What a ripoff! I plan to report them to the BBB and Attorney General. Internet Users, BEWARE!
COLORADO SPRINGS, COLORADO -- I'm totally frustrated on the phone and on the chat. I'm just giving up there. The EarthLink operators giving me a hard time just for $2.95 There. Here what, I tried to do to resolve it there. I told EarthLink to deactivate my account, no not done, harassed me and my family at 6am in the morning that I had to call "Qwest" to stop these calls. It stop but someone from EarthLink did take away my money from my debit card without my knowledge.
Then I asked again the operator "Please would you replace my money back that you have taken away from me??" No they have not done it and JP Chase have charged my account 35.00 plus the amount there. The woman at Chase said they would do an investigation with EarthLink, but as of tonight nothing is changed. What can I do with both of them?? Help. I give up!!
CHICAGO, ILLINOIS -- I can't even begin to outline all the time/headaches and trouble having this "service" has cost me. "Customer service" often you are told to call back later - they have too much call volume. So-called online account info - haven't ever been given an Earthlink account and password - though they claim I have - and nobody seems to be able then to tell me what it is - so I'm stuck with calling the 800 number only to be told to call back later.
Billing problem has not been resolved though I have called, written a letter, emailed etc... This months bill is abnormally high and I have no idea why and can't get a detailed report of costs - because I can't log onto my supposed Earthlink account (see complaint above). It's becoming kafkaesque. Don't ever ever sign up.
SAN FRANCISCO, CALIFORNIA -- The worst customer service imaginable; the reps never seem to really understand what I'm saying, & there's a big language barrier to us communicating. I was told I wouldn't be charged for the modem, & I was charged $19.99 for delivery of modem. I also told them many times when I signed up (DSL/phone bundle) I did not want auto deduction, I wanted to pay either by check or notified by email & I would then pay online or phone.
They charged me twice what I was expecting via auto pay! There is literally no customer service, I can't trust that they will actually do what I ask re changes to my account, etc. My phone was not working for a few days & after being on hold forever both online live chat & phone, they said their system was down & I wouldn't be charged for those days of no service. Of course I was charged & had to go through the torture that is Earthlink customer service for a credit. If it wasn't my only choice (no other co. Services DSL in my building) I would cancel service in a second.
GREENBELT, MARYLAND -- 10 months ago I switched from dial-up to DSL - and it was the worst experience ever! I had problems from the beginning signal dropping, restarting several times a day. I called many times since Sept. and spent HOURS on the phone with customer service. Every time I had to go through the same checklist; I switched the modem, I switched the cords, I power cycled over and over but it was never right. Finally, in June, DSL went down for 10 days. That is when they told me - 10 MONTHS AFTER I HAD STARTED SERVICE - my connection problems were because I was more than 16,000 feet from the "loop" and couldn't handle the 1.5 M speed.
At this point I gave up and switched to cable. I asked they waive my early termination fee since I never got reliable service for which I had been charged. More hours on the phone until I said I was filing a complaint with the Better Business Bureau before they credited the fee back to me. I will NEVER return to Earthlink. They don't care about their customers. STAY AWAY!