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 Long Distance Service

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

• 

  EarthLink Business Solutions

  7037 Old Madison Pike Ste 400 Huntsville, AL 35806-2107

• 

  Deltacom Communications, Inc.

  503 Lamar Street Greenwood, MS 38930

• 

  Earthlink, LLC

  225 Cedar Hill St Ste 11 Marlborough, MA 01752

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:02/24/2023

  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 just purchased a new home that I was planning on running a business out of. I asked the representative over the phone did they use **** network. I was told NO. I even explained that att network didnt run fast enough to run my business. I received Text notifications from EarthLink saying they had set up the installation. WHY DID **** pull up to my home and complete the installation. I was desperate and just needed to get my business back up and running. I have proof that the service was supposed to be with EarthLink and proof that they actually sent ATT to set up service. Im very irritated that I was lied too and this service do not even work for my children to watch movies upstairs nor downstairs. It wont connect to anything but our phones and the service is beyond ridiculously slow. The TVs, laptops, vacuum wont connect period.

  

  Business Response

  Date: 03/02/2023

  03/02/2023
  Previous ********-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that she purchased new home and was planning to run a business.  She asked the representative if AT&T network was used and was told no.  It is stated that service was supposed to be with EarthLink but AT&T was sent out to set up the service.  The consumer states that the service does not work to watch movies, laptops etc and is very slow.  It is mentioned that it wont connect anything except the phones.  
  
  On reviewing the account we see that the service was signed up for high speed HyperLink internet access by our business partner.  We apologize for the negative impact and any miscommunication that *** have happened at the point of sale. EarthLink makes all reasonable efforts to provide high quality service with award winning support.  As this was a technical issue we escalated the matter to our level 3 technical support.  They have been trying to contact the consumer but there is no response.  The consumer can contact our level 3 support directly on ************ M-F 9a-6p ET.  The pin number for the month of March is 9579.  EarthLink apologizes for any and all inconvenience the consumer *** have experienced. The confirmation number for this response is SDP 482297.
  
  Respectfully 
  
  *******************
  EarthLink Executive Relations
  EarthLink
  980 ******************** | *******, ** | 30328   
  [email protected]   
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:02/23/2023

  Type:Product 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've had service with this business since 2016 and the service has not been very good at all. Half the time it doesn't connect and I called to cancel my service today and now they want to charge me. $55.16 for another month when this month February isn't over yet! I just want this service cancelled and I don't think I should have to pay for another month when this month isn't over yet! My account is currently up to date.

  

  Business Response

  Date: 02/23/2023

  Date:- 02-23-2023
  *********************** BBB Consumer Complaint # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  In the complaint the consumer has mentioned her dissatisfaction towards EarthLink,as she got her services cancelled due to frequent internet connection issues. The consumer states that at the time of cancellation she was informed to pay the current month bill.  The consumer has disputed this bill stating that this month is not yet over and so would not pay this last bill. The consumer in the resolution would like to get the services cancelled and the last bill waived.
  
  
  We sincerely apologize for the inconvenience caused to the consumer. We would like to assure all our consumers that EarthLink always strives for better customer experience. We are sorry to know that the consumer did not get the desired connection.   The consumer has mentioned her desire to cancel her service and so as per her request we have cancelled the account. The consumers account has been cancelled as of February 20, 2023,and it may take 7 to 10 days for the line to release.
  
  As per our records the consumers billing cycle is the 3rd of each month. The last bill, which was generated on February 3, 2023, for $55.16 was not paid by the consumer and so therefore there was outstanding balance on the account at the time when the consumer placed a request to cancel the service. As per EarthLink policy we do not provide any credits or refund at the time of cancellation. However, in an effort to bring this matter to close we will make an exception to the standard policy and have decided to waive the outstanding balance of $55.16. The consumer account is cancelled and there would be no further billing on the account. The confirmation number for this response is 201847418.
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  980 ************************************************************************ | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:02/17/2023

  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 Earth link wireless home internet,on the 15th of February, first of all I was already upset for being over charged! $80. For monthly internet is insane.. the monthly rate is $50.Then use guys charge to turn the Damm thing on another $80. But then NO it doesn't stop there,Now I have this app that has the GB. I have 100 gb at 30 gb a day It's not affordable and I won't recommend earth Link to no one I know. I paid you guys $160. For 3 days of internet, I'm not satisfied with your service and would like to be refunded my money,I will return this router and will wait on your response. Thank you for your time in this matter

  

  Business Response

  Date: 02/21/2023

  02/21/2023
  *****************************-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he received Wireless Home Internet on 02/15/2023 and was already upset for being overcharged $80.  The there was another charge of $80 to turn it on.  It is mentioned that he has 100 GB at 30 GB a day which is not affordable.  The consumer states he is not satisfied with the service and would like to be refunded the money and return the router.  
  
  On reviewing the account we see that the service was set up for Wireless Home Internet service.  We apologize for the negative impact and any miscommunication that *** have happened.  The consumer has contacted by phone and cancelled the service.  The monthly charge of $85.80 has been refunded.  The refund would reflect in the credit card statement in 2-3 business days.  Return label has been sent to the email address on file and the router must be returned in the next 30 days to avoid unreturned hardware fee of $200. The confirmation number for this response is SDP 477711.  
  
  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
  980 ******************** | *******, ** | 30328   
  [email protected]   
  
  Online Internet Service Agreement:
  *************************************
  
  

• Initial Complaint

  Date:02/16/2023

  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 called today to let them know I cant pay until Sunday. They want to disconnect my service completely and not work with me. Then they want to take $311.00 out of my account. I tried to keep them as my bet provider but they dont make it easy nor do they want to work with you. They disconnected my service 2 days after being late on my payment. Worst company ever.

  

  Business Response

  Date: 02/16/2023

  Date:- 02/16/2023
  ************************* - BBB # ********
  EarthLink **************************************: Inactive
  
  In the complaint the consumer states that she had called up EarthLink to inform that she would not be able to make the payment until Sunday. The consumer states that EarthLink tried to charge her $311. The consumer states that however EarthLink disconnected her services despite of being two days late in making payment.  The consumer is seeking a resolution from EarthLink in this regard.
  
  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 get's 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 4th of each month. The bill which got generate on January 4th, 2023, was not made on time.  Due to non-payment the consumer account had got inactivated on January 8, 2023.  The consumer at time had called up EarthLink requesting for an extension to make the payment.  At that time, we had put an extension on the account and the consumer paid this amount on January 23, 2023.  Again, the consumer failed to pay the next bill which got generated on February 4, 2023.
  
  We do see that the consumer later called up this month too to have another payment extension.  We would like to inform the consumer that this payment extension can be only applied on the account once in 30 days after the latest payment extension date put on the account. Therefore,the consumer was denied this payment extension.  The consumer was already out of grace ****** and the account was inactivated when the request for another extension was made.  The ***************** comes with a term commitment of one year. As per the policy, if the account gets cancelled or inactivated within the first year of service, the consumer is liable to pay an Early Termination Fee of up to $200. The consumers account had got inactivated due to nonpayment for the bill which was generated on February 4, 2023. Since the account got inactivated due to nonpayment there was a cancellation fee for $200 if the consumer does not wish to continue the services with EarthLink.Therefore, the cancellation fee which was placed on the account along with the monthly bill amounted to $310.75.
  
  However,as a courtesy we will waive the Early Termination Fee of $200 if the consumer agrees to pay the outstanding balance of $110.75 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 which 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 $310.75 in order to bring this matter to close.  The confirmation number for this response is 201827034.
  
  
  
  Respectfully
  ******
  EarthLink Executive Relations
  EarthLink
  980 ************************************************************************ | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:02/13/2023

  Type:Product 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 1/30/2023 I switched to EarthLink for my very basic home internet based on the price they quoted me on the phone, all with a 30day refund guarantee. I had to immediately pay them a $79.95 installation fee using my bank card, and received immediate confirmation of that payment in my email. I also had to rerestiger my ACP and was told to call them with that full information when it came, which was done the following day (1/31/23). That same day I received an email from them titled "You have a new monthly statement available" which included details such as "Invoice Amount: ****" and "Payment Due Date: Autopay." Soon a man came by to do the installation, which was plugging the modem into my phone ***** Today I saw online that 8 days later Earthlink had withdrawn $62.90 from my bank when I had been told the agreed rate would be $32.95. I spent ages trying to reach Earthlink on the phone and finally spoke with sombody who attemtpted to justify the almost double amount by claimining that they did not have my ACP anywhere in their records. I cannot guess what kind of "records" such people keep or invent, but the lie was blatant enough that I began asking for my full refund. The kid on the phone had a good laugh, denied such a refund existed and laughed even louder at the idea that it included the "installation" fee (which I paid for a completely different package/monthly rate), then eventually switched me over to the correct department to handle my cancellation and refund...which was a tape loop of music. I have had to switch again to a decent internet provider today and need my guaranteed full refund put back into my bank. Nobody should be cheated like this, especially not seniors like myself who cannot afford to lose money on lies.

  

  Business Response

  Date: 02/16/2023

  02/16/2023
  ***************************-BBB # ******** 
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he switched to EarthLink for basic home internet at the price quoted with a 30 day refund guarantee.  It is stated that he had to immediately pay $79.95 installation fee.  The consumer  had to re-register for ACP and call back with the information which was done on 01/31/2023.  On the same day the consumer received a new monthly statement.  The technician installed the service and  after 8 days the account was withdrawn $62.90.  It is stated that he was told the rate would be $32.95. The consumer states that he tried to contact and was told that there was no ACP registered in the records.  The consumer asked for full refund and was transferred to handle cancellation and refund.  The consumer states that he has switched to another internet provider and is seeking a full refund.
  
  We are sorry for the negative impact and would like to assure all our consumers that EarthLink always strives for better customer experience.  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 of $79.95 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 30 days Remorse Period allows a consumer to cancel their ***************** without incurring an Early Termination Fee of up to $200. If the consumer cancels before the installation then the money paid to EarthLink is fully refunded. The consumer gets 30 days remorse period.  If the consumer cancels the service after the installation and before the remorse period ends then the consumer is refunded all funds except the installation fee.  The consumer must complete the National Verifier Eligibility and contact EarthLink with the application ID to get the Affordable Connectivity Program (ACP)  benefit.   Since the consumer has switched to another provider and wishes to get a full refund we are cancelling the account with zero balance.  In exception to the standard policy we have refunded the installation fee and the monthly invoice charge in the total amount of $142.85.  The refund will reflect in the credit card statement in up to 3 days.  The current status of the account is inactive as of 02/14/2023.  The lines would be released in **** days from the line inactivation date.  The confirmation number for this response is 201822358.
  
  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:
  *************************************

  Customer Answer

  Date: 02/17/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  This is a continuation of my earlier BBB case number ********, which has not been fully or honestly resolved. Here are the facts: 1: I see that yesterday EarthLink LLC refunded to my bank the $79.95 for their "installation fee" (a guy plugging a modem into my home's phone ****** 2: They did NOT refund the $62.90 for the month's internet service. This is a scam I will report also to the *** because they did not deduct the $30 for my ACP benefit. (The date of my ACP recertification, acceptance, and full details for the internet provider is in the attachments I filed with my original complaint. Note that they coincide exactly with the date of my agreement to use Earthlink for what would in fact only cost me $32.90 monthly). 3. After arguing with me and verbally refusing to fully refund all my costs according to their 30-day money back guarantee, or even connect me to the right person to cancel the service and get assurance of the fully guaranteed refund, They simply suddenly cut off my internet without informing me around a day after I filed my original BBB complaint. NOTE: Their installation was on Feb 6. I only noticed they had cut off my service on Feb 15. That totals at most 9 days of service. That absolutely qualifies for their guaranteed 30-day full refund policy!!! 4: I am stuck with their modem and phone cord; Earthlink explicitly threatens a "$200 equipment fee" if those are not returned and instruct fleeing customers to use the provided shipping label to send them back. BUT nowhere in the small box the modem and cord came in is there any shipping label!!! 5: I demand my FULL refund deposited into my bank, no charge of a "$200 equipment fee", emailed acknowledgement of my service cancellation, and a free shipping label immediately so that I can return their useless equipment.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/21/2023

  02/21/2023
  ***************************-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  In the rebuttal the consumer states that the issue is not completely resolved.  It is stated that the amount of $79.95 of installation fee was refunded.  The amount of $62.90 for the months internet service is not refunded.  The consumer states that $30 for ACP benefit was not deducted which would only cost him $32.90.  It is further stated that he was refused full refund according to the 30 day money back guarantee.  *********** was cut off on 02/15/2023 which is 9 days of service and qualifies for full refund.  It is mentioned that he has the modem and the phone cord and is threatened with $200 equipment fee if it is not returned.  The consumer states that there is no shipping label in the modem box.  The consumer is seeking a full refund with no charge of $200, acknowledgment of service cancellation and a free shipping label to return the equipment.
  
  In the previous response the consumer was informed that the initial payment of $79.95 is the installation fee.  The consumer must pay the first month invoice in advance.  *********** is not 30 days refund guaranteed but the consumer gets 30 days remorse period to cancel their service without incurring an Early Termination Fee of up to $200.  If the consumer cancels before the installation then the money paid to EarthLink is fully refunded. If the consumer cancels the service after the installation and before the remorse period ends then the consumer is refunded all funds except the installation fee. The consumer keeps the high speed access device which is provided by the technician at the time of installation. The consumer must complete the National Verifier Eligibility and contact EarthLink with the application ID to get the Affordable Connectivity Program (ACP)  benefit.  We are sorry for any misunderstanding that *** have happened.  As customer appreciation and despite the policy a complete refund of $79.95 and $62.90 is provided.  The refund reflects in the credit card statement in up to three days.  As requested by the consumer the account was inactivated as of 02/14/2023 and therefore the service got cut off on 02/15/2023.  The lines are released in **** days from the line inactivation date.  These are technical time-frames.  The consumer is under 30 days remorse period.  There is no charge of $200 for Early Termination.  The consumer need not return the modem. The current status of the account is inactive as of 02/14/2023 and there will be no further billing.  The confirmation number for this response is 201839233.
  
  EarthLink apologizes for any and all inconvenience the consumer *** have experienced. 
  
  Respectfully 
  
  *******************
  EarthLink Executive Relations
  EarthLink
  980 ******************** | *******, ** | 30328   
  [email protected]   
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:02/10/2023

  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.

  Installed At My Residence.I Was Informed That I was getting 100MBS Internet Service. Also Told Apply Affordable Connectivity Program For $30/Month Discount, I Did And Was Approved. Technician Scheduled To Install. Received TEXT And Confirmed. Technician Didn't Show. Called And Was Told Modem Shipped For Self Install. Received Wireless Modem - Only It's 25MBS, NOT 100MBS Speed As Agreed Upon. Then Told Affordable Connectivity Program Not Accepted With Wireless. Called Customer Support And They Hung Up, NO Email Address, Used Online CHAT, Waited Over An Hour, NO Response! I've Returned Equipment Same Way Delivered, VIA **** Want Full Refund! Acct. # ************

  

  Business Response

  Date: 02/13/2023

  Date:- 02/13/2023
  ************************* - BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive

  
  
  In the complaint the consumer states that they had signed up for 100 Mb speed service but received a modem with a speed of only 25 Mb.  The consumer also states that the Affordability Connective Program too was denied by EarthLink when he had got it approved.  The consumer states that he has returned the modem back to EarthLink and has requested a refund as he has not received the kind of speed which he had signed up for.   The consumer is seeking a resolution from EarthLink in this regard.
  

  
  We sincerely apologize for the inconvenience caused to the consumer. We would like to inform the consumer that the Service speed may vary depending on location,line quality, inside wiring, Internet traffic, and other factors beyond the control of EarthLink .   Such factors may be the type of connection between a consumers Internet connected device and modem, the number and types of devices being used, and simultaneous usage by multiple users. We are sorry to know that the consumer cancelled the service as they could not get the desired speed.
  

  
  On receiving the consumers complaint, we had accordingly escalated the consumers issue to our concerned department.  They had accordingly contacted the consumer and got a response stating that the consumer wanted to talk to someone from Headquarters to reconfirm the resolution.  Upon receiving this request, a call back was made from Headquarters to the consumer.  As per the discussion we have agreed to refund the full amount of $165.90 to the consumers bank account. Please allow up to 3 business days for this refund transaction to complete.  The consumer also agreed to not to dispute these charges with his bank. 
  

  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close. The confirmation number for this response is 1434843730.
  

   

  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  980 ************************************************************************ | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 02/14/2023

  EarthLink Called Me. They Found Recording Of My ************************ They Verified Employee LIED To Me! Employee Terminated. EarthLink Stated They Are Issuing Full Refund.

  EarthLink Proves To Be Reputable! Complaint Withdrawn! Thank You, *****************************

• Initial Complaint

  Date:02/10/2023

  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 have been an EarthLink customer since 2021 with account number ********. Apparently for February 2023, EarthLink decided to raise monthly rates with no notification to me. They said they sent emails. I went all through emails on my regular email account as well as the EarthLink email account I had. Every month prior to February 2023, I had been charged $80.72. all of the sudden, the rate went up to $90.72. Had I been advised of the rate change, I would have cancelled this internet service BEFORE I was billed. Upon finding out of the rate increase, I did immediately cancel service. The service is billed in advance so I should be owed a refund and they are refusing to refund. I find it highly unethical to just take any amount they want off my debit card without notifying me. I consented to withdrawals in the amount of $80.72 but I have never given consent to withdraw $90.72 or any amount above the $80.72. In my terms, the $90.72 was an unauthorized withdrawal and now that the service is cancelled and there are 26 days remaining in the billing cycle, refund me. I attached screenshot of previous billing cycles showing the amount of $80.72 being taken out of my bank account. I attached a copy of one of the billing emails showing good traditional rate being $80.72 and I blacked out the confidential information such as my email address and account number however if you want the unredacted version of that email I do have it available. I was never sent any invoice or any email detailing the rate would be increasing and in my opinion this was done without my consent and the $90.72 withdrawal was unauthorized. If I had known about the rate increase I would have canceled service immediately. Upon learning about the rate increase I did cancel immediately and EarthLink is refusing to refund me. I have also all morning been asking for copies of the supposed email that they sent the details the rate increase as well as February invoice. They are refusing.

  

  Business Response

  Date: 02/13/2023

  04/13/2022
  *****************************-BBB ID ********
  ********************** Acct # ********
  Acct status: Inactive
  
  The consumer states that she has been using the service since 2021 and in February 2023 the charge was increased without notification.  The consumer states that every month she paid $80.72 and in February 2023 the charge was $90.72.  It is mentioned that if she had known she would have cancelled the service before she was billed.  It is further stated that she cancelled the service and the service is billed in advance so she owes a refund.  
  
  We want to thank the consumer for being such a loyal customer for so many years! On reviewing the account we see that the service was active for high speed HyperLink internet access. Due to rising costs the price of the service was increased.  EarthLink needs to raise rates occasionally to ensure we offset the impacts of inflation while always maintaining and improving the reliability of our services.  A special notification was added to the January 2023 monthly invoice to inform about the increase. We are sorry to know that the consumer cancelled the service.  As per the policy, EarthLink does not ***** refunds or credits for any prior use including partial use during the last month prior to cancellation.  We are making an exception to the standard policy and refunding the last month charge of $90.72.  The refund will reflect in the credit card statement in up to 3 days.  The current status of the account is inactive as of 02/09/2023.  There will be no further billing.  The confirmation number for this response is 201818903.
  
  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:
  *************************************

  Customer Answer

  Date: 02/14/2023

   
  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.  However, I did not receive the invoice you say was sent in January and upon later talking to your call center again, he acknowledged ownership that some people were not notified in advance and that not all emails went out. I never received an invoice or an email from EarthLink on any email account I own in advance of the price increase.  Thank you for resolving this matter.
  
  Regards,
  *****************************

• Initial Complaint

  Date:02/09/2023

  Type:Product 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.

  EarthLink LLC, is highjacking my internet capabilities to cancel and move to att& t unless I pay 175$ in early termination fees and they are in breech of contract and even reported to FTC and they still don't care and they refuse to listen to the law.

  

  Business Response

  Date: 02/10/2023

  Date:- 02/10/2023
  ***************************** - BBB # ********
  EarthLink **************************************: Inactive

  
  
  In the complaint the consumer states that EarthLink is hijacking her internet service and is not allowing to switch to AT&T unless she pays the $175 Early Termination fee. The consumer states that they have already complaint to FTC and still the issue remained unresolved.  The consumer is seeking a resolution from EarthLink in this regard.

  
  
  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 ***************** comes with a term commitment of one year. As per the policy, if the account gets cancelled or inactivated within the first year of service, the consumer is liable to pay an Early Termination Fee of up to $200. On reviewing our records, the consumers account was inactivated as per the consumers request placed on February 4. 2023 despite of the account still being under a one-year commitment. Therefore, the consumer was billed $175 for the remaining term commitment and so the amount billed to the consumer is a legitimate bill. However,in order to bring this matter to close in exception to the standard policy we are waiving the Early Termination Fee of $175.

  
  
  In regard to line release of ****************** as per the policy, the time period to release the line is 7 to 10 days after the inactivation of the account.  However, looking at the urgency of the consumer we have sent a request to our back-end team to work with the vendor to get the lines released as soon as possible. We would however request the consumer to wait until the line is released as per the time period mentioned above.  The confirmation number for this response is 201811464.
  
  
  
  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:02/09/2023

  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.

  Earth link did not receive automatic bill payment for Dec 2022, when I became aware of this I called chase bank. I had asked for a duplicate debit card for my use. They sent a card with a new number making it impossible for auto payments to go through. I was unaware of a problem until I received a letter from them and they canceled my internet service. I made several attempts to contact them and give them new card number and payment. They refused to help due to the fact that their question for my account was wrong. They kept asking me my paternal grandparents name. I answered and was told I was wrong and they couldnt help me. They also were confused if I had a business account with them (I do not) and I definitely know my grandparents first names. They would not help me due to the fact that they had incorrect information re grandparents names and business account which I never had. I didnt know the last 4 numbers of original card we used ( I had gotten rid of it ). I was not informed by chase that my auto payments for December were not paid. I was able to correct the problem with every company except for earth link. They sent me a bill for $210.50. I did have a contract with them for one year which I believe was until April 2023. I had no intention of canceling my contract, it was an error I feel from the bank. I made several attempts to correct situation however they kep telling me my answer re grandparents was wrong Im not sure about their business records due to the fact they told me I had incorrect names for my grandparents and telling me I had a business account They claim I owe this money due to cancellation by me. This is not true and I never canceled. They are the party that canceled. I feel this bill is wrong. They canceled me and they have incorrect information and refused to believe me, I do know grandparents names, Im not sure they know what they are doing. I alwaypay my bills, I have a 780 credit rating and I was not looking to cancel. They canceled me

  

  Business Response

  Date: 02/10/2023

  Date:- 02-10-2023
  *************************** BBB Consumer Complaint # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint the consumer states that EarthLink did not receive the bill payment for December 2022.  The consumer states that her bank offered a duplicate card, but it had issues making the payment to EarthLink and due to which the account got inactivated. The consumer states that she tried making a payment but was not able to get her EarthLink account verified by the security word updated on the account.  The consumer states that she tried to resolve the issue however she was billed for the Early Termination fee.  The consumer in her resolution would like EarthLink to waive the Early Termination fee.

  
  
  We sincerely apologize for the inconvenience caused to the consumer while trying to resolve this billing issue.   In order to protect our EarthLink customers account, verifying the account with proper verification process is mandatory.  This ensures that no fraudulent activity is performed on our EarthLink customers account.  We do understand the customers frustration while she was trying to get her account verified.   ************* it does happen that a customer might not be able to complete the verification process due to account not being updated with proper information like the contact phone number or email address could be an old one.  Also, the card on file might not have been updated with the new card number.  In this case we would advise our customers to check their old bank statement to find the old credit card number or may check other email addresses which she might have given in the past as a contact email address.

  
  
  On reviewing the account, we see that the service was signed up for high-speed HyperLink internet access for $60.50 a month. As per our records the consumers billing cycle date was the 26th of each month.   The bill, which was generated on December 26, 2022, for $60.50 had got rejected by the old card on file.  Therefore,the account had got inactivated due to nonpayment of this monthly bill.  The consumers account was under a term commitment of one year.  Upon inactivation of the account, the Early Termination fee of $150 for the remaining term commitment along with monthly bill of $60.50 was billed to the consumer.

  
  
  We would like to inform the consumer that EarthLink service prices are based on a model that includes the use of automated form of payment. As per the policy,If consumer provides EarthLink with a valid credit or debit card, he/she agrees to maintain a valid and current credit or debit card information with EarthLink at all times.  The EarthLink system is designed in such a way that the account gets inactivated automatically after the payment grace ****** gets over.  This programmed system is followed for all the EarthLink consumers.  Since the consumers payment got rejected during the grace ******, the account got inactivated.

  
  
  In order to bring this matter to close as a courtesy we have decided to waive the Early Termination Fee of $150 and so the consumer has to just pay the monthly fee of $60.50. Lastly, we would advise the consumer to please check or find their old bank statement to get the last 4 digit of the card which was placed on the account in order to complete the verification process. We would please request the consumer to make this last payment of $60.50 in order to bring this matter to close. The confirmation number for this response is 201811464.
  
  
  
  
  
  Respectfully
  Roiden  
  EarthLink Executive Relations
  EarthLink
  980 ************************************************************************ | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:02/09/2023

  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.

  On 1/23/23 I spoke with a salesperson at EarthLink to purchase internet from them. I wanted one month of service only. The salesperson told me the cost would be $79 and that should be a big enough plan for streaming and a laptop for a month. I repeatedly confirmed their were no other fees or activation charges, no charge to send the box or anything else for one expensive month of internet service. EarthLink charged my account. I set up the internet router on 2/2 and they billed my account another $81. On 2/4 I got a notice half my internet data was used up, I was forced to purchase more data, even though I complained it was unfair practices. It was then I saw they had charged me again. On 2/5/2023 I called to get a reimbursement. I talked to customer service who would not help, then I talked to a supervisor( ***********************) who only offered me $15 off next month service. I told her I was only doing this for a month. I then emailed EarthLink leadership on 2/6 and have heard nothing. I believe this is unfair sales tactics and misrepresentation of the Internet plan with the goal of forcing customers to buy more. I want a refund of $81, the amount of the second charge. When I asked why this wasnt a mistake I was told this is the charge to activate the *** card. Sales said nothing about it and I very specifically asked when I set it up. They have terrible customer service. When I asked the supervisor who her supervisor was, she said I had to call corporate. But that number is a recorded message and tells you to call back to the same people Id been talking to. I did a ****** search to find the name and email of the Leadership and they have not responded.

  

  Business Response

  Date: 02/09/2023

  Date:- 02/09/2023
  ******************************* - BBB # ********
  EarthLink Acct # ********
  Acct status: Active

  
  
  In the complaint the consumer states that they had signed up on January 23, 2023,for EarthLink internet service.  The consumer states that they had informed the salesperson that they wish to have the internet service only for a month and were quoted $79.  The consumer states they were not informed about activation fee or about any other extra fee. However, they were still charged $81 and also their internet data got over very soon.  The consumer states that they were told to purchase extra data as their data did not last for a month.  The consumer has therefore mentioned their dissatisfaction towards EarthLink as they were misinformed that the internet data would work for a month without any extra charges.  The consumer in the desired resolution has requested a refund towards the $81 as they were not informed about this charge.  The consumer is seeking a resolution from EarthLink in this regard.
  
  
  We sincerely apologize for the miscommunication that might have happened at the time of sale and also for the inconvenience caused while the consumer was trying to resolve this issue.  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.  On reviewing the account, we see that the consumer had signed up for Wireless Home Internet service with data cap of 50 GB.  This service comes with an activation fee along with a monthly data cap fee.  Once the data cap limit is over then the consumer has to purchase more data in order to use the internet service.  We would like to apologize if the consumer was not informed about the same.

  
  
  In regard to consumers request for a refund of $81, we would like to assure the consumer that once she cancels the service and returns the router back, we would refund the $81. The consumer could reach our Wireless Home Internet department at ************* between 9 am to 8 Pm. Eastern, 7 days a week.  The confirmation number for the refund assurance is 1427248569.
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  980 ************************************************************************ | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 02/09/2023

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