Complaints

This profile includes complaints for Earthlink, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Earthlink, LLC has 73 locations, listed below.

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  Earthlink, LLC

  980 Hammond Dr Suite 400 Atlanta, GA 30328-6161

  
• 

  One Communications

  5727 old Boonville hwy Evansville, IN 47715

• 

  Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

• 

  Deltacom Long Distance Service

  245 W Airport Blvd Ste A Pensacola, FL 32505-2254

• 

  Earthlink, LLC

  80-02 Kew Gardens Road Kew Gardens, NY 11415

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Earthlink internet. The account number is ********. They subcontract to ATT for getting the installation done . It was been one problem after another with the subcontracting agency starting with the installation which couldn't be done on the initial date (3/1/23) so it took three weeks before I actually had the internet installed (march 23, 2023) . They said they would have someone come to bury the cables which ran from the back of the house/street around to the front and they left piles of extra cable laying around. When they finally got around to burying cable the subcontractor told me it was too much cable to bury and he hadn't agreed to 50 linear feet. This should not have become my problem. Someone called to ask me if it was buried and I said no and they said it should have been so they sent someone to inspect who then confirmed it was not buried. This was over the past month. They said they would contact me to reschedule the burying. It is now May 22 and we are having to mow around 50 feet of loose cable. I decided to call and cancel and use the company the prior owner used (cable is already buried) and Earthlink is charging a $200 early termination fee. In my opinion, they didn't finish the job satisfactorily and they should not charge this fee. I would like the fee reimbursed.

  

  Business Response

  Date: 05/24/2023

  05/24/2023
  *************************************-BBB # ********
  EarthLink Acct #********
  Acct status:Inactive
  
  The consumer states that she signed up for EarthLink internet and it was subcontracted to ATT for installation. It is stated that it took three weeks for the service to be installed and the cables ran from back of the house to the front and piles of cable were left around.The burying of the cable was rescheduled but will have to mow around 50 feet of loose cable. The consumer decided to cancel and use the prior Company whose cable is already buried. The consumer states that EarthLink is charging $200 Early Termination Fee. The consumer states that the job was not finished satisfactorily so the Early Termination Fee should be reimbursed.
  
  On reviewing the account we see that the service was set up for high speed HyperLink internet access. ***************** requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. The service installation was delayed due to facility issue and had to be referred to the Engineers. The service is provided by EarthLink through the local vendor ATT. As scheduled the technician visited the location. However, due to the complexity of the matter it was further escalated. EarthLink makes all reasonable efforts to resolve the basic technical problems of its consumers. However, our technical advice and suggestions *** not resolve some hardware or software errors or problems that *** not be correctable or are extremely difficult to resolve. In certain circumstances, it *** be necessary to refer to the vendor for technical support of their products. We are sorry to know that the consumer decided to cancel the account. The service is under a term commitment of one year. The 30 days Remorse Period allows a consumer to cancel their ***************** without incurring an Early Termination Fee of up to $200. As per the policy,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. As a special consideration the Early Termination Fee of $200 has been refunded. Please allow up to 3 days for the refund to reflect in the credit card statement.
  
  The consumer can drop the modem at the nearest ************ Print and Ship and ******* Store to return the modem. The consumers do not need a return label as these centers know what to do with the modems and return them to AT&T. The current status of the account is inactive as of 05/24/2023 and there will be no further billing. The confirmation number for this response is 202088545.
  
  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:
  *************************************

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called EarthLink on 5/2/23 to inquire about their services. after hearing about their packages I decided to sign up and open an account. I was told I would be billed that day for $39.95 for installation services. I received an additional charge of $2.40 for no reason and was not told about it. This should have been the first red flag. I was told installation would take place on 5/10/23 between 1-5pm. That day a frontier technician showed up to work outside on the lines but no EarthLink technician was with him- so we did not receive the set-top box to actually use EarthLink service. We requested the frontier technician set the services as pending because if he completed it, he said we would not be able to use our current internet which is Spectrum while also not being able to use our new EarthLink services due to not having the actual equipment. We work from home and could not risk going hours without internet- Ive never known a company to send out two different parties at two different times to install internet. I called EarthLink at around 4pm on 5/10/23 to inquire when an EarthLink technician would arrive to complete service, and was told to be patient, that they sometimes run late. No one ever came. It is now 5/22/23, and no one has come to install services nor have they scheduled another installation date. I received a text on 5/12/23, two days after the scheduled installation saying that I was not ready for installation and they want to reschedule. I replied stating what actually happened, which Ive detailed here. They never responded to me. I sent them a text this morning saying I want to cancel service with them and also get a refund of the $39.95 installation charge and the $2.40 unexplained fee. I have not heard back.This experience has been such a headache and EarthLink seems like a fly-by-night company that just wants to take peoples money and not actually provide the services they promise. I want a full refund and my service cancelled.

  

  Business Response

  Date: 05/23/2023

  Date:- 05-23-2023
  *************************** BBB # ******** 
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint the consumer has mentioned her dissatisfaction towards EarthLink as she had faced difficulties trying to get her internet services installed.The consumer states that she was initially told at the time of signup that she has to pay $39.95 for the installation. However, she was charged extra $2.40 apart from $39.95 and she was not explained about the extra $2.40 charge. The consumer has therefore requested EarthLink to cancel her account and also has requested for a full refund of whatever charges she had paid to EarthLink. The consumer is seeking a resolution from EarthLink in this regard.
  
  We would like to apologize for the inconvenience experienced by the consumer while trying to get her services installed.  The installation fee consists of $39.95 plus $2.40 as taxes and incase if this information was not passed on to the consumer, then we would like to apologize for it.  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 cancellation request, we do see that the consumer had already contacted ** to get the account cancelled.  We have accordingly got the consumers account cancelled as of May 22. 2023. We have also placed a full refund of $39.95 plus taxes of $2.40 total amounting to $42.35. Please allow up to three business days for this refund transaction to complete.  The confirmation number for this response is 202085313.
  
  
  
  
  Respectfully
  
  Roiden  
  EarthLink Executive Relations
  EarthLink
  *****************************************************************************************;
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 05/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while this response doesnt detail the main reason I wanted to cancel service, I will accept it as they have refunded my money and have appeared to cancel my account. Should I somehow incur future charges without authorization, I will amend this response. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5-20-23 my issue is I was lied to about the service I would receive from the company they promised me fiber but they gave me dsl the technician told me after I already signed up that fiber wasn't available here also they locked me into the contract before hand and are now trying to charge me over 200 dollar cancellation while continuing to pass the problem to the next person when I call

  

  Business Response

  Date: 05/23/2023

  05/23/2023
  *************************-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he was lied about the service. It is mentioned that he was offered fiber but was given DSL as told by the technician after he was signed up. The consumer states that he is locked in a contract and is being charged over $200 for cancellation. The consumer is seeking a response and correction to the credit report.
  
  On reviewing the account we see that the service was signed up for high speed HyperLink internet access. ***************** requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. There are certain orders that are not completely fiber optic and it has a combination of copper wiring as well as fiber optic. In such cases the fiber optic cable is installed up to the *** box, pole and central office and not always till the consumers premises. As per the records the consumer had accepted the service offered at the point of sale. EarthLink is not responsible for the communication between the consumer and the installer.
  
  The service is under a term commitment of one year. The consumer gets 30 days remorse period wherein they can cancel the account without having to pay an Early Termination Fee of up to $200. The service was signed up on 03/01/2023. The charge of $68.87 invoiced on 05/10/2023 was rejected. The account was suspended due to non payment. The total outstanding balance is $268.87 including Early Termination Fee of $200 and tax. In an effort to resolve this issue we are waiving the charge of $268.87. The account is inactive as of 05/13/2023. There will be no further billing. EarthLink does not report to the credit bureaus therefore the credit rating will not be affected. The confirmation number for this response is 202085405.
  
  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

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to cancel my service because I was moving and no longer needed it. I was told there will be a cancellation fee that I will have to pay and I was asked if I can pay this fee now. I told them on a recorded line I will not be able to pay the cancellation fees at this time. They told me they will not charge anything today and someone will be in contact with me to set up the payment for the cancellation. Today 5/12/2023 they charged me $192.81 without my authorization. I called and told them they did not have my authorization to take the money from my account and they told me it was too late and there is nothing I can do to get my money back.

  

  Business Response

  Date: 05/15/2023

  Date:- 05-15-2023
  ********************* BBB # ******** 
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint the consumer states that she got her EarthLink internet service cancelled,as she was moving and was not requiring the service.  The consumer states that she agreed to pay the cancellation fee later, however she was charged for it when her account got cancelled. The consumer states that EarthLink charged her bank account $192.81 without her authorization. The consumer states that she contacted EarthLink in regard to getting a refund against this charge, but the issue still remained unresolved. The consumer is seeking a resolution from EarthLink in this regard.
  
  We sincerely apologize for the inconvenience caused while the consumer was trying to resolve her billing issue.  We would like to assure all our consumers that EarthLink strives for better consumer experience, and we take this opportunity to improve our staff and services.  On reviewing the account, we see that the service was signed up for high-speed HyperLink internet access.  HyperLink accounts do not qualify for non-automated payments.  The consumer needs to have a valid credit/debit card on file at all times.  EarthLink service prices are based on a model that includes the use of automated form of payment. As per the policy, If you provided EarthLink with a valid credit or debit card, you agree to maintain valid and current credit or debit card information with EarthLink at all times.  Therefore, the consumer was charged on her credit card as there is no other payment option but only automated payment method.
  
  Based on the situation and in exception to the standard policy we are refunding the Early Termination Fee of $127.50 with taxes. Please allow up to 3 days for this refund to be seen on the consumers bank statement.  We would advise the consumer to not dispute these charges, otherwise the refund would be stopped.  The current status of the account is inactive as of 05/12/2023. There will be no further billing on the account. The confirmation number for this response is 202064145.
  
  
  
  Respectfully
  
  Roiden  
  EarthLink Executive Relations
  EarthLink
  **************************************************************************** | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 05/15/2023

   
  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

  Date:05/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around April 12, 2022, EarthLink LLC attempted to make three charges to my debit card that was on file with EarthLink to be able to make automatic payments. My credit union sent me a fraud alert via email and text message to inform me of a fraud. I contact my credit union to confirm all transactions and I informed my credit that the charges from EarthLink LLC should not be there because I had already made my payment and it was already posted to my account. My credit union marked the debit card as disabled and sent me a new debit card. EarthLink tried to charge the card again but the transaction failed due to it was not a valid card on file. Fast forward to January 2023, after continuously speaking to EarthLink about attempting to charge a invalid card and deceiving a customer into thinking their bill is due and threaten to terminate their service due to nonpayment. On April 7, 2023, I once again get another email informing me that payment failed because EarthLink; once again, attempted to charge the invalid card that's on file and I login to my account to double check to see if my account was due since I have already paid it for the month of April 2023. I called EarthLink and spoke with ******, I expressed my concerns about the company continuing to try to charge a invalid debit card and she tried to tell me that the account is passed due and I informed her that I am login to my account as we speak and it states that the amount of $83.81 is not due until May 3, 2023 and I told her that I was going to take a screenshot and contact my state's attorney general and file a complaint and request whatever the maximum amount is because EarthLink has violated my rights as a consumer for the past 12 months by trying to charge an invalid debit card; which I am thankful that I didn't add my new card on file, causing a fraudulent activity with my credit union at least twice and I had to be issued a new card and the inconvenience that it caused because

  

  Business Response

  Date: 05/09/2023

  05/09/2023
  ***************************-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that around 04/12/2023 EarthLink attempted to make three charges to the debit card that was on file. It is stated that the credit union sent a fraud alert via email and text message to inform about the fraud. The consumer states he contacted credit union to confirm all transactions and charges from EarthLink should not be there because he had already made the payment and it was posted to the account. The credit union marked the card as disabled and sent a new one. It is mentioned that EarthLink tried to charge the card again but the transaction failed as it was not a valid card. On 04/07/2023 the consumer got another email that the payment failed because EarthLink once again attempted to charge the invalid card. The consumer states he contacted EarthLink and was informed about the past due balance. The consumer states that the charge of $83.81 is not due until 05/03/2023. The consumer states that EarthLink has violated his rights by trying to charge an invalid debit card. The consumer is seeking monetary compensation for each violation caused by EarthLink and threats to suspend the service.
  
  We are sorry for any confusion or misunderstanding related to the account. On reviewing the account we see that the service is active for high speed HyperLink internet access. HyperLink accounts are not eligible for non-automated payments. The consumer needs to have an automated method of payment at all times. As per the policy,If you provided EarthLink with a valid credit card or debit card, you agree to maintain valid and current credit or debit card information with EarthLink at all times. If you authorized EarthLink to automatically charge or deduct your Service fees and any other charges, fees, or taxes billed to you, from your credit or debit card or your checking or savings bank account, then you hereby reaffirm your agreement to the Automatic Payments Authorization,which is incorporated herein by reference. You acknowledge and agree that you authorize EarthLink, and that EarthLink does not need to obtain any additional authorization from you for any recurring payments or automatic billing options. ** addition, if your credit or debit card company provides updated credit or debit card information to EarthLink, you acknowledge that EarthLink does not need to obtain authorization from you for EarthLink to use such information to update your stored credit or debit card information.
  
  You must provide accurate billing information including legal name,address, telephone number, and credit or debit number and expiration date, and report all changes to this information promptly to EarthLink.
  
  The bill cycle date for this account is 3rd of every month. The charges are monthly advance payments. The billing process is automated and the charges are applied on the bill cycle date. The charge of $83.32 invoiced on 04/04/2023 was rejected. The system tries to charge the card in the grace ****** before it goes inactive for non payment. For security reasons accounts are not accessed without verifying account ownership first. System generated notifications are sent for rejected payments to avoid interruption in service and associated charges such as reactivation fees, Early Termination Fees or re-provisioning fees. The consumer needs to contact EarthLink for any changes regarding the payment card and update it in a timely manner. The consumer can make payment before the bill cycle date so that the credit balance will be applied on the bill cycle date and the system will not attempt to charge the card on file. The current status of the account is active and the next bill cycle date is 06/03/2023. The confirmation number for this response is 202046128.
  
  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

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extra charges. Lies from the company. Trying to charge my account for an amount that was never billed to me. I have asked for an itemized bill several times and never have recieved one. I have screenshots I'm willing to email along with other supporting documents.

  

  Business Response

  Date: 05/03/2023

  05/03/2023
  *********************-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that the Company is trying to charge the account for an amount that was never billed. It is mentioned that they have asked for an itemized bill several times but have never received it. The consumer is seeking a billing adjustment.
  
  We are sorry for any confusion or misunderstanding regarding the account. On reviewing the account we see that the service is active for high speed HyperLink internet access. The initial payment at sign up is the activation fee and must be paid before the equipment is sent to the consumers home. To start the service the consumer must pay the first month invoice in advance. The payments were rejected due to which the account got inactivate in the system. The service is under a term commitment of one year. As per the policy, 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 reactivation fee is $25. When the account goes inactive for non-payment on the due date we have a process to suspend the service to allow time to make the payment without fully disconnecting the service. It may take up to 24 hours for suspension reversal. We have waived the Early Termination Fee of $200,reactivation fee of $25 including taxes in the total amount of $242.44. The current status of the account is active and the billing date is 1st of every month. There may be prorated charge in the next invoice. The invoices are system generated and sent every month at the registered email address. The consumer can visit our secured web site ************************************* by signing with the primary email address and password to access the monthly invoices. The monthly charge is $79.95 for internet, $12.95 for the equipment and tax as applicable. The confirmation number for this response is *********.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  ************************************************************ | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since July 2022 and excessive calls spending 2-3 hours per call at a time no one has done proper troubleshooting and instead of fixing it they said they will tag as an unservicable address when all the neighbors in a little trailer park have working internet. Next door on both sides have perfectly working speeds where I get outages and speed fluctuations all day and night to where I could lose my job!

  

  Business Response

  Date: 05/05/2023

  Date:- 05-05-2023
  **************************; BBB # ******** 
  EarthLink Acct # ********
  Acct status: Active
  
  
  
  In the complaint the consumer states that since July 2022 she is having internet speed fluctuation issue.  The consumer states that she tried to resolve the issue by calling EarthLink, however the issue still remains unresolved. The consumer has therefore mentioned their dissatisfaction towards EarthLink in this regard.  The consumer is seeking a resolution from EarthLink.
  
  We sincerely apologize for the inconvenience caused to the consumer.  Due to certain technical circumstances, there could be speed issues faced by consumers. As per EarthLink policy EarthLink makes no guarantees as to the continuous availability of the Service or any specific feature(s) of the Service. The Service speed may vary depending on location, line quality, inside wiring, Internet traffic, and other factors beyond the control of EarthLink .
  
  We would like to assure all our consumers that EarthLink always strives for better customer experience. As per the consumers issue we had escalated this issue to our Tier3 tech.  Our Tier3 tech team escalated this issue to our vendor team and have requested our vendor to schedule a tech visit to the consumers location as of May 4, 2023, between 8 am to 5 pm.   We have received a confirmation from the vendor team that the consumers issue has been resolved.  In case the consumer still continues to experience technical issues, they could directly contact our Tier3 tech on ************** followed by the pin ****. As a courtesy we have placed a free month which will be applied on the May month`s billing cycle. The consumers billing cycle is the 19th of each month and so the next bill will generate on May 19,2023, would be waived. The regular bill would resume from June 19, 2023, for $63.68. The confirmation number for this response is 202026199.
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  *******************************************************************
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:05/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get a credit on my bill as I was without service for one week in April. Billing has done NOTHING other have me on hold 45 minutes. **************** does not have "the tools " to address my problem and referred me back to billing. EarthLink is the biggest rip off i have encountered in my lifetime!

  

  Business Response

  Date: 05/03/2023

  05/03/2023
  *********************** BBB #********
  EarthLink Acct #********
  Acct status: Active
  
  The consumer states that she has been trying to get a credit on the bill as she was without service for one week in the month of April. It is mentioned that ****************** has done nothing but placed on hold for 45 minutes. It is further stated that customer service does not have the tools to address the problem and referred back to Billing.
  
  On reviewing the account we see that the service is active for high speed HyperLink internet access. We are sorry for the difficulties that the consumer may have experienced with the service. 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 are sorry for the hold time and continue our efforts to reduce the hold time. When the consumer contacted EarthLink on 05/01/2023 the line got disconnected. Our support team tried to call back but the phone was not available. The invoice dated 05/01/2023 for $73.81 was rejected. As an adjustment the consumer was given a credit of $14.95 and the actual paid amount was $58.90. We would like to assure all our consumers that EarthLink always strives for better customer experience. The confirmation number for this response is 202027799.
  
  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

  Date:05/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to terminate services with EarthLink due to poor quality of internet services and spoke with 3 different people on recorded lines. I was told I would be charged $75 for termination of contract and authorized one payment of $75. I was assured no other payments would be taken. I repeated 3 times on recorded lines that I only owe $75 and they agreed, they also told me no other payments would be charged. They did cancel my service but took $150 instead of the authorized $75 payment. This incurred a $35 overdraft to my bank. I called and EarthLink admitted they told me $75 but were incorrect and refused to refund $75. Now they just charged my account another $75 UNAUTHORIZED. Again this incurred a $35 overdraft fee. I am seeking to be credited $220 for 2 unauthorized $75 charges and 2 $35 overdraft charges. I have a pending fraud claim as well with ******.

  

  Business Response

  Date: 05/02/2023

  Date:- 05-02-2023
  ******************************* BBB # ******** 
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint the consumer states that she had called up to cancel the services with EarthLink and was informed that she would be charged $75 for terminating the service.  The consumer states that she agreed to be charged the termination fee of $75. However, after cancellation the consumer states that she was charged $150 and due to which she incurred an overdraft fee of $35. The consumer states that she called up EarthLink and she was offered a refund for $75 but instead was charged again an overdraft fee of $35.  The consumer in her final resolution is requesting a refund for $220.
  
  We sincerely apologize for the miscommunication that might have happened, while the consumer got her account cancelled.  We would like to assure all our consumers that EarthLink strives for better consumer experience, and we take this opportunity to improve our staff and services.  As per our records if the account would have been cancelled at the end of billing cycle, then the consumer would have been charged only $75.  Our systems are designed by default to cancel the account as of end of billing cycle and so therefore when the consumer called up to cancel the service it showed $75 for cancelling the account and that was for end of billing cycle date.  However as per the consumers request we inactivated the account as of the same day and not at the end of the billing cycle date.  Due to which the consumer was charged $150 instead of $75 for not completing that remaining days to complete that particular billing cycle. We apologize that the consumer incurred an overdraft fee of $35 due to this charge of $150.
  
  As per our records on April 12, 2023, we do see that the consumer had disputed $75 out of $150 charge.  Since our system works on an automated system, it hit the consumer card again to get back the disputed $75.  Therefore, the consumer got charged an overdraft fee of $35 again.  Later the consumer had called up May 1, 2023, and we refunded $75 out of the $150 cancellation fee.  We would like to inform that consumer that our Internet Service Agreement specifically states under section 9.BILLING AND PAYMENT that 'EarthLink is not responsible for any charges or resulting from charges billed by EarthLink including, but not limited to,overdrawn accounts or exceeding credit card limits.
  
  However,as a courtesy and in order to bring this matter to close we are refunding $35.So, in total we are refunding $110 which include the overdraft fee of $35 and $75 out of the $150 cancellation fee.  The other charge of overdraft fee was due to dispute done by the consumer for $75 and so we would be declining any further refund on the account.  The confirmation number for this response is 202027251.
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
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  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 05/04/2023

  I would like to clarify further, please.  Here are the list of transactions and dates of charges from EarthLink. February 27. My account was charged $150. Which was only authorized for $75. Because I only had enough to cover the $75 I had authorized. I incurred a $35 overdraft fee with my credit union. I was told by EarthLink that I would not be reimbursed at that time. I then filed a fraud claim with ****** as directed by my credit union. And they never replied to ******. I called again and told them I had contacted the better business bureau because I saw another charge on April 30 for $75 from EarthLink again unauthorized.  Because I was not planning to pay $75 I did not have that in my account again incurred a $35 overdraft fee. On May 1 EarthLink did tell me after I filed my claim with the Better Business Bureau on 5/1, that they would refund $75. That only takes care of the $75 on April 30 that should not have never been charged. If I am only refunded 35 more dollars then I have not been compensated for half of the 150 I will have only been refunded the $75 charge that was unauthorized on April 30. Again I was told it would only cost me $75 to terminate my contract and no other charges would be incurred. I only authorized $75 . In short, I was charged $225 altogether to cancel my service when I only authorized $75 which I was told it would cost to cancel my service. This does not include two $35 overdraft fees. I have been refunded $75 in total from EarthLink. also, as an added note, I agree with the overdraft fee policy if payments were authorized. No overdraft fees wouldve been incurred for the authorized one payment of $75 on February 27. Thank you.

  

  Business Response

  Date: 05/05/2023

  Date:- 05-05-2023
  ******************************* BBB # ******** 
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint the consumer states that she would like to clarify the list of transactions.  The consumer states that she was charged $150 on February 27, 2023, and she had only authorized a charge for $75. The consumer states that due to this charge of $150 she incurred an overdraft fee of $35.  The consumer states that she placed a fraud claim with Shazam as EarthLink declined to provide any refund at that time.  The consumer states that she later contacted Better Business Bureau as she saw a charge of $75 on April 30, 2023, and due to which another overdraft fee of $35 was charged to her.  The consumer states that in total she has been charged $225 that includes only the $150 cancellation fee and the $75 disputed charge. The consumer states that EarthLink has just refunded $75 till now and is looking for more refund out of the total $225 which does not include the overdraft fee charges.
  
  
  We sincerely apologize for the inconvenience caused to the consumer.   On reviewing our payment records we see that the consumer was charged $150 as a cancellation fee on February 27, 2023. Later on April 12, 2023, the consumer tried to dispute the charge for $75 out of the $150.  EarthLink system works on an automated payment system and so EarthLink charged the disputed $75 on April 30, 2023, to recover the total amount of $150.  We had escalated this chargeback issue to our concern department, and we got a reply from them,that the initial disputed charge of $75 was won back by EarthLink.  So, in total EarthLink has received $225.  In order to bring this matter to close we are refunding additional $75 to the consumer. The consumer was previously refunded $75 plus the $35 and now we are refunding $75 and so the consumer would receive $185 in total.  Please allow up to 3 business days for this $75 refund transaction to complete. The confirmation number for this response is 202027251.
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
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  ****************************
  EarthLink ************** Agreement:
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  Customer Answer

  Date: 05/06/2023

   
  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

  Date:04/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earthling has substandard customer service and unethical ********************** practices. The company hide behind their contracts and employees belligerent and unprofessional Representatives. My internet service was out on 4/2/23-4/17/23. The bill was due on the 9th of April and I was not about to pay for services that I was not receiving. I only get paid monthly and on fixed income. I have a supervisor ***** on today 4/30/23 of this and he's going to tell me if I pay $68.80 he will wait the $200 deactivation fee which I never asked for. He further told me if I wait until the 1st of May my service will be permanently deactivated. I want to go on record through this agency to practice of this company which I feel is unethical and their contract and billing is questionable. Since I've been with this company for the last 6 months I have not received a itemized bill sent to my mailbox or my email and that right there is an issue because I have been requesting it every month and to no avail no bill. I do not recommend this company to anyone looking for internet service. They have substandard service and unprofessional customer service Representatives and supervisors.

  

  Business Response

  Date: 05/01/2023

  Date:- 05-01-2023
  *********************** BBB # ******** 
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint the consumer states that EarthLink has substandard customer service and unethical ********************** practices.  The consumer has mentioned his dissatisfaction towards EarthLink as he had difficulties while trying to get his billing issue resolved. The consumer states that his services were down from April 2, 2023, till April 17, 2023.  The consumer states his bill was due on the 9th of April, and he did not want to pay for the services which he was not receiving.  The consumer states that he only gets paid monthly and is on a fix income. The consumer states he was informed that he needs to pay his monthly bill of $68.80 and the bill for $200 deactivation fee would be waived. The consumer has also complaint that he has not been receiving his monthly internet invoice from EarthLink.   The consumer is seeking a resolution from EarthLink in this regard.
  
  We apologize for any inconvenience caused to the consumer.  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.
  
  On reviewing the account, we see that the service was signed up for high-speed HyperLink internet access.  HyperLink accounts do not qualify for non-automated payments.   As per the policy, If a consumer provides EarthLink with a valid credit or debit card, the consumer agrees to maintain valid and current credit or debit card information with EarthLink at all times.   At EarthLink the consumers are charged on a monthly basis according to their billing cycle date.  As per our records the consumers monthly billing cycle was the 9th of each month.  We could see a delay in making a payment by the consumer.  The bill which got generated on November 9,2023, for $68.81 was rejected by the card on file and later was paid on November 26, 2023.  The consumers December monthly bill was waived by EarthLink, as consumer complaint about internet connection issue.  Later a bill was generated on January 9, 2023, and this bill too was paid on January 23, 2023.  In the month of February, the consumer had called up couple of times requesting to extend the payment date and so EarthLink accordingly adjusted also waived more than 50% of his monthly bill. However, his account got inactivated as the payment was not made in the grace ************* Therefore, account was levied with a $200 deactivation fee, however we had waived it after accepting the payment of $39.73 to get her services reinstated.  We had also waived the reactivation fee of $25.  Later the bill which got generated 9th March was not again paid on time and the customer paid us a partial amount stating to carry forward the remaining outstanding balance in the next bill.  We accordingly adjusted and got the account reactivated again and also had to place certain credits to reinstate the service.  

  
  In regard to internet downtime from April 2, 2023, till April 17, 2023.  We would have provided credits once consumers services were up.  As per EarthLink policy EarthLink makes no guarantee as to the continuous availability of the Service or any specific feature(s) of the Service. The Service speed may vary depending on location, line quality, inside wiring, Internet traffic, and other factors beyond the control of EarthLink .  Since the consumers bill was not paid on time,the account got inactivated for the third time and so the consumer was billed the $200 deactivation fee. 
  
  

  However,as a courtesy we will waive the Early Termination Fee of $200 if the consumer agrees to pay the outstanding balance of $68.18 plus the reactivation.  Also, we would like to inform the consumer that the ***************** is permanently disconnected and so the consumer has to resign up for the service and that would take around two weeks. The consumer would also be charged the installation fee upon resigning up for the service.If the consumer decides not to continue the service with EarthLink, then the consumer is liable to pay the $268.18 in order to bring this matter to close.  The confirmation number for this response is 202022446.
  
  
  Respectfully
  
  ******
  EarthLink Executive Relations
  EarthLink
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  ****************************
  EarthLink ************** Agreement:
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