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

  980 Hammond Dr Suite 400 Atlanta, GA 30328-6161

  
• 

  Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

• 

  Earthlink, LLC

  5 Wall St Burlington, MA 01803

• 

  Earthlink Inc

  650 Smithfield St Fl 8 Pittsburgh, PA 15222

• 

  EarthLink Business Solutions

  124 W Tombigbee St Florence, AL 35630-5422

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:03/20/2023

  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 was an earthlink internet subscriber for over 20 years. They offered to upgrade me to Fiber optic for No additional charge and at the same monthly charge I was currently paying. I had the upgrade done and my first bill was $30 higher, I called and was told I would get a $30 credit on my next bill and it would be at my previous rate. Next month No credit and the bill was $3.00 higher than my previous rate. I called again and was told that all the charges were correct. I told them if they didnt fix the charges I would change service providers, they finally told me they could give me a $ 15 credit, but that was it.I told them to do it and I would be changing providers, they told me they would charge me $ 200 If I changed, for the upgrade. I told them any agreement we had was Voided by them lying to me about the charges for the upgrade. I discontinued the service and was sent a bill for $ ******. I have no intention of paying this bill. I dont know if this was a scam or just incompetence, but either way I can no longer do business with them.I want the $200 charge Removed.I have a new internet service provider and am happy with their service

  

  Business Response

  Date: 03/21/2023

  Date:- 03-21-2023
  *********************** BBB # ********
  EarthLink Acct # *******
  Acct status:  Inactive
  
  
  In the complaint the consumer states that he was offered to upgrade to Fiber optics for no additional charge, since has been with EarthLink for a long time.  The consumer has mentioned his dissatisfaction towards EarthLink, as he was charged extra then what he was promised at the time of upgrade.  The consumer states that he tried to rectify this billing issue couple of times, but the issue still remained unresolved and so therefore he got his services cancelled.  The consumer states that he has switched to another provider and is happy with their services.  The consumer states that he has been informed by EarthLink that his services were under a contract and so he is liable to pay the Early Termination fee of $200.  The consumer in his resolution has requested EarthLink to waive this Early Termination fee. 
  
  
  We sincerely apologize for the miscommunication that might have happened while the consumer contacted EarthLink to get their services upgraded. 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. As per our records we do see that the consumer had placed a request to get their services cancelled. The consumers account was accordingly inactivated as of 02/07/2023.  The service was under a term commitment of one year. As per the policy, if the account is cancelled within the one year of service the consumer is liable to pay an Early Termination Fee up to $200.Based on the situation and since the consumer has been with us for a long time,as a courtesy we are waiving the Early Termination Fee of $200. The account is inactive with zero balance and there would be no further billing on the account. The confirmation number for this response is *********.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  **************************************************************************** | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************
  

  Customer Answer

  Date: 03/28/2023

   
  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:03/17/2023

  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.

  Called for service on 3/13/2023 and gives credit card information after the terms were given. Transaction for $39.99 and Less than 2 hours the terms changed to include a higher cost. I called back the morning of and to request cancellation of services the automated services sends you to a line that prompts hold time for hours. Chat with their chat system, they cant resolve the issue suggested me to contact customer support. Again you cannot reach anyone person nor does it allow to request cancellation on the set-up account. The nature of the dispute is they have defrauded me for my money. They have set someone up to come to my home I cant request the cancellation. This is a witch ****.

  

  Business Response

  Date: 03/17/2023

  03/17/2023
  ***************************-BBB ID ********
  ********************** Acct # ********
  Acct status: Inactive
  
  The consumer states that she called for service on 03/13/2023 and gave credit card information after the terms were given.  Transaction was made for $39.99 and in less than two hours the terms changed to include a higher cost.  It is stated that she called back to request cancellation of service and the automated service sends to a line that prompts hold time.  It is further stated that she contacted LiveChat and was suggested to contact customer support.  The consumer states that she cannot reach anyone nor does it allow to request cancellation.  The consumer states that she is defrauded for her money.
  
  We would like to apologize for any confusion or misunderstanding related to the account.  On reviewing the account we see that the service was signed up for high speed HyperLink internet access.  The initial charge of $39.95 is the installation fee as mentioned and the additional charge of 40 cents is the sales tax.  We are sorry for the hold time and continue our efforts to reduce it.  When the consumer contacted LiveChat she was suggested to contact customer support for the reason that we can verify a cancellation request is authentic.  In order to reduce any unintended service interruptions we prefer to limit avenues of cancellation to Telephone. As requested the account is inactive as of 03/17/2023 and there will be no further billing.  Refund of the installation fee including sales tax in the amount of $40.35 has been processed.  The refund will reflect in the bank statement in up to 3 days.  The confirmation number for this response is 201907083.
  
  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:
  *************************************

• Initial Complaint

  Date:03/16/2023

  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 paid for my service to be reinstated on 3/14/23 told it be done 12hrs from time of paid. That came and went so I called back and the next person told me that it would be reinstated 11:59pm 3/15/23 and the other person was incorrect. Now we sit here 3/16 and I still have no darn internet service and they said it will take another 24hrs to contact the back office for support to see what going on. Here's the thing I paid to have service not to not have it. If that was the case I could have went else where. I asked them to send a technician out and they said they were unable to because it was something the back office needed to fix. The supervisor talk to them and they still couldn't figure out what happen and or what going on. I just want my money back of the $103.00 and I will take my business else where. So then they were like we waived the $25 reactivation fee like. Like what good does that do me IF I HAVE NO SERVICE. ARE YOU DOING ME ANY JUSTICE IF IM PAYING FOR SOMETHING THAT DOESN'T WORK?? GIVE ME MY BILL MONEY BACK FOR THIS MONTH AND WE WILL CALL IT SQUARE.

  

  Business Response

  Date: 03/17/2023

  Date:- 03-17-2023
  ****************************** BBB # ********
  EarthLink Acct # ********
  Acct status:  Active
  
  
  In the complaint the consumer states that despite of making the payment on March 14, 2023, her services are not yet reinstated.  The consumer has therefore mentioned her dissatisfaction towards EarthLink in this regard. The consumer in her resolution would like EarthLink to reinstate her services as soon as possible and also has requested a refund towards this delay.
  
  
  We sincerely apologize for the inconvenience caused to the consumer. On reviewing the consumers account, we see that the service was signed up for high-speed Hyperlink internet service. The EarthLink system is designed in such a way that the accounts gets inactivated automatically after the payment grace ****** gets over.  This programmed system is followed for all the EarthLink consumers.  Since the consumer did not make the payment during the grace ******, the account got inactivated. As per EarthLink records the consumers billing cycle is the 1st of each month. The bill which got generate on March 1st, 2023, was not made on time.  Due to delay in making the payment on time the consumers account got inactivated on March 13th,2023.  The consumer later made this payment on March 14th, 2023.
  
  After receiving the payment we had escalated to the concern team to reinstate the service.  We sorry for the delay in getting the consumers service reinstated. As a compensation we had already waived the reactivation fee of $26.81 along with taxes.  However additionally as a courtesy we have decided to provide a half month free to the consumer. So, the next bill which would generate on April 1, 2023, would be for around $52 with taxes included.  We have now received a confirmation from concern department that the service are reinstated and the consumer could accordingly use the internet.   Incase if the consumer continues to experience connection issue, she could contact our Tier3 tech on ************ followed by the pin ****. 
  
  Lastly,we would request the consumer to please maintain sufficient fund on their card before the billing cycle date that is the 1st of each month, as when the bill gets generated our system automatically charges the card the very next day of the billing cycle.  This will avoid any interruption in their services and reactivation charges.  We apologize for the inconvenience caused to the consumer. The confirmation number for this response is 201905272.
  
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  ***********************************************************************************
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 03/18/2023

  To whom it may concern Earthlink swears I have service but here I sit with no service. I have called every number Earthlink possibly has to offer and it takes every genius to tell me the computer says it's activated. I have attached pictures showing it not on from today and or yesterday. I can send more showing it has not been on from previous days AND STILL ISN'T ON. THE POINT is Y'all GOT YOUR MONEY AND I HAVE NO SERVICE. HOW IS THAT RIGHT? WHERE DO WE THAT AT?? Like why would I go through all of this if it's on?? Makes no sense. Let's not even get on your supervisor ***** telling me to eat A ****!!! But I will save that for another day. How about you give me a refund 103 and cancel my service and wave the early disconnect fees and I will spend my late money else where?

   

  Kind Regards,

  Alyssa 

  

  Business Response

  Date: 03/28/2023

  Date:- 03-28-2023
  ****************************** BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  
  In the complaint the consumer states that in the last response EarthLink had informed her that her services were active to be used.  The consumer states that this information provided was incorrect as she was not able to use the services at all.  The consumer states that she had paid for the services however her connection issue was not resolved.  The consumer has mentioned her dissatisfaction towards EarthLink as she had faced negative interaction while trying to get her issue resolved. The consumer in her resolution would like EarthLink to refund the last bill amount that she had paid and also has requested to cancel her services without an Early Termination Fee.
  
  We are sorry to know that the consumers issue was not resolved.  We do see that the consumer and our team were working together to get this issue resolved.  We apologize for the negative interaction that the consumer had with us.  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 consumers account, we see that the service was signed up for high-speed HyperLink internet service. The EarthLink system is designed in such a way that the accounts get's inactivated automatically after the payment grace ****** gets over. As per EarthLink records the consumers billing cycle is the 1st of each month. The bill which got generated on March 1st, 2023, was not made on time.  Due to delay in making the payment on time the consumers account got inactivated on March 13th, 2023.  The consumer later made this payment on March 14th, 2023.
  
  After receiving the payment, we did escalate to the concerned team to reinstate the service.  We are sorry for the delay in trying to get the consumer connected to the internet.  As a compensation we had already waived the reactivation fee of $26.81 which included taxes.  Additionally, as a courtesy we had provided a half month free to the consumer. We do see that there were multiple calls made to the consumer in regard to getting the consumers service reinstated.However now the consumer has declined for any further tech assistance.  The consumer has now requested to cancel the service without an Early Termination Fee. Further-more the consumer has also requested a refund towards the last bill that she had paid to get her services reinstated. 
  
  
  In order to bring this matter to close, we had decided that instead of refunding the monthly fee, we would adjust this amount against the Early Termination Fee as the consumer was still under a one-year term commitment.  The rest amount after adjusting towards the Early Termination fee, the consumer would have to pay EarthLink.  The consumers monthly fee that she had paid to us was $103.97 minus the Early Termination Fee of around $200. The consumer would have to pay EarthLink the remaining amount of around $100 which included taxes.  However, as a courtesy we have decided to waive this complete outstanding amount, thus bringing this matter to close.  The account is inactive and there would be no further billing.  Please allow 7 to 10 days for the line to release.  The confirmation number for this response is 201931931.
  
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  ***********************************************************************************
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:03/14/2023

  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.

  When we first inquired about the service we were told that we were going to have gamer speed Internet service. 300mbpd. It was going to cost us 90+ dollars a month. When the technician is finally able to get out here he tells us the 300 package is not available at our location and he could only set us up with the 30 Mbps speed and it was going to cost 30+ dollars. Well we work from home, game and watch TV with our Internet so we wanted to cancel our service. The original terms of our contract are not what we got and the service is unusable. We called and tried to cancel it on several calls. We even asked for a manager and we're told there isn't one and got hung up on. Finally someone else told us for 200 dollars we could cancel our service. We waited for a call back as we were told would happen so we knew where to take the equipment. Never happened. Got charged for the service even though we're not using it and were charged for the higher speed that was never available in the first place. As of today we have called three times as we keep getting disconnected and have spent almost two hours on hold! This seems sketchy and fraudulent. We have been patient but there is something wrong here. Thank you for your time.

  

  Business Response

  Date: 03/16/2023

  03/16/2023
  ***********************-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that when he first inquired about the service he was told that it was gaming speed internet of 300 MBPS for $90+ per month.  The consumer states that when the technician arrived he said that 300 MBPS is not available for his area and that he could only set up 30 MBPS for $30+.  The consumer states that he works from home and uses internet for gaming and watching TV so he wanted to cancel the account.  It is mentioned that the original terms of the contract were not met and the service was unusable.  The consumer was told that he could cancel for $200.  The consumer states that he was charged for the service even though he is not using it.  It is stated that he called three times and keeps getting disconnected.  The consumer is seeking a refund.
  
  We apologize for any miscommunication that *** have happened at the time of sign up.  On reviewing the account we see that the service offered was best effort 25 MBPS.  ***************** provides consumers with high speed connection that is fast, reliable with no data caps.  The billing process is automated and since the account was active billing continued as designed by the system.  The 30 days Remorse Period allows a consumer to cancel their ***************** without incurring an Early Termination Fee of up to $200.  The billing process is automated and since the account was cancelled after the 30 days remorse period there was a charge of $200 applied as Early Termination Fee.  We are sorry that the consumer cancelled the service as they could not get the desired speed.  Based on the situation we are refunding the charge of $74.29 and $96.43 along with the Early Termination Fee of $200.  The total refund along with tax is $370.72.  The refund will reflect in the credit card statement in up to 3 days. We would like to assure all our consumers that we take feedback like this positively and would ******** positively to help improve our staff and services.   The current status of the account is inactive as of 03/14/2023 and there will be no further billing.  The confirmation number for this response is 201900099.
  
  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:03/08/2023

  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.

  I was with EarthLink since Aug 2022. I applied for the *** and was supposed to have a $30 credit to my account that NEVER REFLECTED. Since August I have been being charged $80-100 (due to running out of data ), which was never fully understood seeing that Im not home for 16 hours of the day , I live alone , and barely watch television. After complaining for the 7th time and receiving the run around for my *** discounts , I told them that I could no longer afford to keep paying for the services. I asked for an extension and received no type of support. Instead , I was told that my services were cancelled and to return my equipment. If my services are prepaid , how is there a contract and how can I be cancelled for services that I simply asked to postpone for a week to pay? **************** is horrible and redirected me every 30 minutes that I usually had to wait on the phone just to simply pay a bill. There is no ***** and these hidden fees due to running out of data are outrageous. I requested my box to be trouble shot and it NEVER HAPPENED. Instead I was paying and extra $40 or so buying extra data almost every month. I feel ripped off and taken advantage of with EarthLink. Thats not fair that my *** was never honored and Im being charged a $200 cancellation fee when I asked for an extension and my *** discount to be reviewed. Worst company EVER!

  

  Business Response

  Date: 03/09/2023

  Date: - 03-09-2023
  ***************************** BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  In the complaint the consumer states that she has signed up for *** program and was supposed to have a $30 credit.  The consumer states that this credit never got applied. The consumer states that she never understood the plan that it was a limited data service and has been paying around $80 to $100 for the service.  The consumer states that almost every month she was paying around $40 extra for the service.  The consumer states that she tried to resolve the *** credit issue multiple times but the issue did not get resolved.  The consumer states that she could not afford the service anymore and so her services were cancelled.  The consumer states that she was informed to send the equipment back.  The consumer states that the services were prepaid and so wanted to know how this service has a contract attached. The consumer has mentioned her dissatisfaction towards EarthLink as she had faced negative interaction while trying to get her issue resolved. The consumer states that she was billed $200 as a cancellation fee.  The consumer in her resolution is requesting for a refund. 
  
  We apologize for the negative interaction that the consumer had with us.  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 are sorry to inform that the Wireless Home Internet service which the consumer had signed up for, does not have this *** program offer. Therefore, there was no credit placed for this service on the consumers account. Furthermore, on reviewing the consumers monthly internet data usage, we found out that the consumer would purchase extra data however she was also offered extra free data by us multiple times. We do see that the consumers account had got inactivated as the bill of February 19, 2023, for $86.32 was not paid. We would like to inform the consumer that this service does not have a contract.   But incase if the consumer after cancelling the account does not return the modem in 30 days, then they are liable to be billed $200 for not returning the modem.
  
  In order to bring this matter to close, once the consumer pays this last bill and returns the modem back, we would refund this last bill of $86.32 back to the consumer. We would request the consumer to call up for the refund after 7 to 10 days after returning the modem. The return label has been sent on ***************** postal service. The consumer may receive the label by next week.    We would like to inform the consumer that she will have 30 days to return their router. If fail to do so, the consumer would be billed a Non-Return Hardware fee of $200. The confirmation number for this response is 1489031723.
  
  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
  980 ************************************************************************ | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:03/02/2023

  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.

  I received multiple phone calls from this number and the Caller ID said "******************** Link". I use my cellphone for work very heavily, and kept having meetings interrupted because of the non-stop phone calls. I finally answered so they would stop calling me. I could not understand the other person on the line but they were asking me about payroll services. I told them I was not interested in changing payroll services. After I got off the phone with them, I have had NONSTOP calls, texts, and emails from payroll providers. I have gotten 11 calls in the last hour alone. This is unacceptable and is affecting my ability to work off of my phone. Do not answer a call from Earth Link. I expect them to take me off of ALL marketing lists. I left them a voicemail on 3/2 to do so - of course I wasn't able to reach a human when I called in to complain.

  

  Business Response

  Date: 03/03/2023

  03/03/2023
  ***************************-BBB ID ********
  ********************** Acct: None
  
  In the complaint it is stated that there were multiple phone calls from a number identified by the caller id as ******************** Link.  It is stated that the cellphone is used for work and meetings were interrupted because of the non-stop phone calls.  One of the call was answered so that they would stop calling but they were asking about payroll services. After this call there have been nonstop calls, texts and emails from payroll providers.  It is stated that this is unacceptable and wants the number taken off of all marketing lists.  It is further stated that a voicemail was left but was not able to reach a human when called in to complain.
  
  We were not able to find an account for the complainant in our database and we do not have the complainants phone number in our system.  EarthLink does not have payroll services nor it is marketed to anyone.  It is either a spam/spoof call or the carrier has not updated an old EarthLink number.  In such situations there is nothing that EarthLink can do as it is impossible to find out who is making the calls.  The complainant needs to contact the local carrier to block such calls.  The confirmation number for this response is SDP 485740.
  
  Please accept our apologies for any inconvenience this may have caused.
  
  Respectfully 
  
  *******************
  EarthLink Executive Relations
  EarthLink
  980 ******************** | *******, ** | 30328   
  [email protected]   
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:03/01/2023

  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.

  On January 23, 2023, Earthlink transferred my internet service from the address ************************************************** to the address *************************************************. I was informed by the customer representative that I would not be charged a transfer fee, nor would I be double charged after the transfer for services that were inactive at the old address. However, on March 1, 2023, I received a charge to my bank account for $210.88. After several attempts to contact Earthlink about this charge, I was disconnected from the call while speaking to a customer service supervisor. I never received confirmation that the issue was resolved or a callback as I was told I would be if disconnected. After connecting with another customer representative, I was informed that the charge was valid and that I could not be refunded the charge. When I inquired about the bill, I was simply told that the $210.88 charge was a "prorated" amount. However, the representative could not explain why this charge was added or what individual fees made up this charge. I was told multiple times that it was simply a "prorated" charge with no further explanation. After a further hour on the phone with a customer service supervisor named ***** (****?) who was attempting to connect me to a retention center representative, I requested a callback and was informed that I could expect a return call within an hour. No callback occurred for the remainder of the workday. As well, Earthlink threatens an additional $200 charge for early termination of our service contract, despite the terms of the contract not being upheld on their end. I have been a customer of ******************** for six years.

  

  Business Response

  Date: 03/02/2023

  Date:- 03-02-2023
  ********************* BBB Consumer Complaint # ********
  EarthLink Acct # ********
  Acct status: Active
  
  In the complaint the consumer states that on January 23, 2023, EarthLink transferred his internet service from the address ************************************************** to the address **************************************************. The consumer ****** that he was informed by the customer representative that he would not be charged a transfer fee, nor would he be double billed after the transfer of the services, since the old address service will be inactivated at the old location. However, on March 1, 2023, the consumer states that he was double billed for the services as his bill was $210.88. The consumer further states that he was also informed that he would be charged the Early Termination fee towards for the old location service cancellation. The consumer has mentioned his dissatisfaction towards EarthLink as he tried to resolve the issue over the phone, however the issue still remained unresolved.  The consumer is seeking a resolution from EarthLink in getting this billing issue resolved.
  
  We apologize for the negative interaction that the consumer had with us.  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 do see that the consumer was paying around $70 every month towards the old location service. As per our records the consumers service has been transferred to the new location.  We do see that the consumers both the location services in our system are active.Therefore, the consumer was double billed for the services.  We apologize for the inconvenience cause to the consumer in this regard. In order to resolve this issue, we have arrived with a resolution.  We have firstly inactivated the old location services as of today.  There would be no Early Termination fee billed to the consumer. Please allow 7 to 10 days for the line to release.  There would be no further billing towards the old location service.
  
  In regard to the billing issue of $210.88, we would be refunding $70.85 out of it.  The consumers billing cycle is the 28th of each month.  Due to a mover request of service, we did not bill the consumer on January 28, 2023. The consumer could cross check his bank statement. Ideally the consumer should have been charged around $140 for two months, which is for the month of January and February,however the consumer was charged one more month extra as the old location service was still active.  Therefore, in order to bring this matter to close we are refunding the extra one month charged of $70.85 (with taxes included) back to the consumer.   Please allow up to 3 days for this refund transaction to complete.  Furthermore, we also do promise the consumer that he would not be charged an Early Termination Fee towards the old location service cancellation. 
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced while trying to resolve this billing issue. The confirmation number for this response is 201866572.
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  980 ************************************************************************ | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 03/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution to refund the additional charge for the account that should have been deactivated is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/01/2023

  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.

  I was quoted a price. Charged another. Horrible experience trying to access account to see what payment is due for and was disconnected and set up under a different email. Had to pay again. On hold for hours. So unhappy I disconnected service. Was promised I would not be charged again and they are still taking my money. I dont have the time to keep fighting this company for its complete list of lies. The audio recordings of what was promised compared who what was delivered was completely different. This felt so much like a scam. The make a lot of false promises to get your money. I have asked them to send me detailed list of charges and they have failed to do even that. They sold me on $48 internet and tried to charge me $68.81. I disconnected service and requested confirmation and did not receive confirmation email and now they are attempting to charge me a week after disconnect.

  

  Business Response

  Date: 03/02/2023

  03/02/2023
  ***********************************-BBB # ******** 
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she was quoted a price and charged different.  The consumer expressed dissatisfaction trying to access the account and was disconnected and set up a different email to pay again.  The consumer states that she cancelled the service and was told she will not be charged again but is still being charged after a week.  The consumer states that the internet service was sold for $48 and tried to charge $68.81. It is further stated that she has requested disconnection confirmation but has not received it.  
  
  We would like to apologize for any confusion or misunderstandings related to the account.  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 initial payment at sign up is the installation 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.  As per the records the consumer was informed that the internet charge was $54.95 per month and the modem cost was $12.95 per month. The total monthly charge was $68.81 and sales tax of $.91.  This payment was rejected on the bill cycle date.  The consumer was given payment adjustment of $25.59 and the effective payment made was $43.22.   There was inactivation of the service resulting in reactivation fee of $25. This along with tax of **** was invoiced on 03/01/2023.   Based on the situation we are waiving the balance of $25.59.  The consumer requested to cancel the account on 02/23/2023. The account is inactive as of 02/23/2023 and will be no further billing.  The cancellation confirmations are system generated and sent to the email address on file.  The confirmation number for this response is 201866427.
  
  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
  980 ******************** | *******, ** | 30328   
  [email protected]   
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:02/25/2023

  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.

  On 2-23-2023 I cancelled my Internet with Earthlink. I also called my ********** and told them to stop payments and don't allow Earthlink to take any more money from my account. ********** told me that they stopped all payments from Earthlink. On 2-25-2023 Earthlink took $120 and another $9.95 out of my account. I called Earthlink and they said it was because I owed them for *** and Feb 2023. his is not true, my bank said they were paid for both months already. I want my money put back into my account and I will not be using their services again. I want to change banks after these problems are fixed because I don't trust ********** anymore. If this problem is not solved asap, I will be contacting The FCC.Thank you

  

  Business Response

  Date: 02/27/2023

  02/27/2023
  *******************-BBB # ******** 
  EarthLink Acct # ********
  Acct status: Inactive
  
  In the complaint the consumer states that on 02/23/2023 she cancelled internet with EarthLink and also informed ********** to stop further payments.  It is mentioned that on 02/25/2023 she was charged $120 and $9.95 and when she called EarthLink she was told that she owed for ******* and February 2023.  The consumer states that the bank said both these months are already paid.  The consumer is seeking a refund and does not want to use the services.  
  
  We would like to apologize for any confusion or misunderstandings related to the account.  On reviewing the account we see that the service was set up for high speed HyperLink internet access and value added service of EarthLink Protect powered by Norton LifeLock.  The consumer had contacted EarthLink on 09/27/2022 to cancel the service.  At this time the consumer was offered $10 discount for 12 months and if cancelled within twelve months there was an Early Termination Fee of $120.  The consumer agreed and continued the service at a discounted price.  When the consumer requested to cancel as of 02/23/2023 the internet service was closed.  As this was under a commitment of twelve months the consumer was charged an Early Termination Fee of $120.  The account was charged $9.95 for EarthLink Protect powered by Norton LifeLock.  As a courtesy we are closing the account with zero balance and also refunding the charge of $120 and $9.95.  The refund will reflect in the credit card statement in up to three days.   The current status of the account is inactive as of 02/27/2023.  There will be no further billing.  The confirmation number for this response is 201856176.
  
  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
  980 ******************** | *******, ** | 30328   
  [email protected]   
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:02/24/2023

  Type:Product 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 1/25/23 as a new customer and paid them $79.95 for installation that was scheduled for 2/8/23. A tech came and installed but no internet service has been provided. On 2/9/23 they were paid $73.55 for the month of February Internet service. By 2/11/23 I had no services. I called and spoke with their techs and was told to wait until 2/24/23 for another tech to come out and fix the installation. No tech has returned to my home. Now they want me to wait another four days to speak with someone about refunding all money $153.50 for service and installation that I haven't received. I believe they have fraudulently taken my money and are now refusing to refund it, and want to rely on a terms of service contract that they have not fulfilled on their end. I want my money back for the cost of an installation that was not completed and Internet services I have not received. This has been going on since 1/25/23 and I'm done waiting for them to "escalate" my concerns and pass me off to another representative that can't or won't help solve the problem.

  

  Business Response

  Date: 02/27/2023

  Date:- 02-27-2023
  ************************* BBB Consumer Complaint # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint the consumer states that she signed up with EarthLink on January 25, 2023, and paid an installation fee of $79.95.  The consumer states that an installation date was setup for February 8, 2023, and the installer got the services installed.  The consumer states that the internet never worked however she got billed for the services.  The consumer states that she contacted EarthLink and was suggested to wait until February 24, 2023, for a tech to arrive at her place. The consumer states that the tech did not turn up and so she contacted EarthLink to get a full refund of what she had paid.  The consumer states that the refund was declined, and she was requested to wait for more four days.  The consumer has mentioned her dissatisfaction towards EarthLink and does not want to wait any longer to get her services working.  The consumer in her resolution would like EarthLink to refund her the total charges that she had paid to EarthLink.
  
  We apologize for the inconvenience cause to the consumer and would like to assure all our consumers that EarthLink always strives for better customer experience.  On reviewing the account, we see that the consumer was offered high speed HyperLink internet access.  This type of service requires a professional installation and needs the use of high-speed modem that is installed during the technicians visit.  The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control.  We are sorry to know that the consumer did not get the desired connection and was billed for the service.  So as per the consumers request we have inactivated the account as of today as consumer does not wish to wait any longer.  We have also placed a request to refund the complete charges which the consumer had paid to EarthLink.    The consumers account has been cancelled as of today February 27, 2023.  There will be no further billing on the account.  The account is inactive, and it may take 7 to 10 days for the line to release.  We have placed a refund towards the installation fee of $83.35 as well as the monthly fee of $73.55 along with taxes.  It will take up to 3 days to reflect on the consumers credit card statement.   The confirmation number for this response is 201856407.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  980 ************************************************************************ | 30328
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 02/27/2023

   
  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,
  
  *************************