Complaints
This profile includes complaints for Earthlink, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 602 total complaints in the last 3 years.
- 256 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/16/2022
Type: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.
Per *** tracking 1ZEV90720320936474 EarthLink.net received their equipment 8/5/22 Package Status:Delivered Last Scan:8/5/2022 1:04 PMDelivered To:******, KSDelivered Date:Friday, August 5, 2022Date/Time1:04 PMDelivery Location:DockSigned By:JOYCECarrier:***Expected:I have an email threatening to charge my card $200.00 in 30 days because they did not receive their equipment. Every time I called, I get routed to Mobile, spending 30 minutes or more on the phone getting to the right department. I asked the Manager of Wireless Home Internet (*****) to send me a text or email confirming receipt of the equipment and during our conversation, you stated, that the modem is in your warehouse and that I will receive a text or email confirming that and, I will not be charged $200. He sent me to a telephone survey mid-sentence.
Business Response
Date: 08/17/2022
Date:-08/17/2022
********************************* - BBB # ********
Wireless Home Internet Acct # ************
Acct status: Inactive
In the complaint the consumer has mentioned the *** tracking number 1ZEV90720320936474stating that she has shipped the equipment back to EarthLink. The consumer states that despite of sending the equipment back she received an email stating that if she does not return the equipment back in 30 days then she would be charged $200. The consumer in her resolution would like EarthLink to confirm that they have received the equipment back and would not charge her $200.
We sincerely apologize for the inconvenience caused to the consumer. We have confirmed from the Wireless home internet department that we have received the equipment back and so the consumer would not be charged the $200. Furthermore as a courtesy we have placed a refund against the activation fee of $79.95 on the consumers account. Please allow up to 14 days for this refund transaction to complete. The confirmation number for this response is SDP 366837.
Respectfully
******
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.EarthLink.net/tcs/Customer Answer
Date: 08/20/2022
Earthlink stated my account is closed, I would like in writing that I will not be charged a $200.00 fee
Hello *********,
This is to let you know that we received your EarthLink Wireless Home Internet device.
Now that your account is closed and your device is returned, there's nothing else you need to do.Business Response
Date: 08/24/2022
Date:-08/23/2022
********************************* - BBB # ********
Wireless Home Internet Acct # ************
Acct status: Inactive
In the complaint the consumer would like to reconfirm that her Wireless Internet account is cancelled and she would not be charged for $200 towards the router. The consumer states that she has already returned the router. The customer wants to make sure that she would not be charged any further. The consumer is seeking a response from EarthLink in this regard.
We apologize for the inconvenience caused to the consumer. It has been confirmed with the consumer in the last response that the account is cancelled and that we have received the equipment and she would not be charged the Non-Return Hardware fee of $200. The consumer has brought the same complaint again which she had asked before. EarthLink respectfully considers this matter as closed and resolved. There would be no further billing on the account. The confirmation number for this response is SDP 371211.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.EarthLink.net/tcs/Initial Complaint
Date:08/16/2022
Type: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 contacted Frontier 7-8-2022 to obtain service for my new address that I would be moving too. I guess the sales representative provides services for multiple companies because they stated that Frontier didn't service my area, but Earth Link could provide me the same service at the same price which would have been 100mpbs for *****. I asked were their any fees associated with the installation that we scheduled for July 25th between 10am-12pm. The representative told me just the first month **** which was ***** plus taxes which I paid. She insured me if I choose to cancel within 30 days that all funds would be refunded back to me. Fast forward.. I receive a notification from my bank for ***** from Earthlink on July 27th, so I immediately call and ask about the charge. At the time, they tell me that I was suppose to be informed about the first month's **** after installation. I explained to the representative, after asking what speed do I currently have, after running a speed test that I was only getting 45mpbs and paying $78 a month for the monthly fee and the modem. I told the representative that wasn't what I was told, so they stated they would look into it and call me back. I continued to have intermittent issues with my internet, to later on have my service disconnected on 8/7. At this point I'm furious because I haven't even had the service for a full two weeks. Ended up speaking with ***** who credited the account and took care of the reactivation fee on 8/7 letting me know I had until next week to make the remaining payment. Continuing to have issues that week, I called 8/9 to cancel my service and was informed that I would received a refund of ***** back to my card. Called in today and they told me that I wouldn't get it back because that amount was credited after speaking to multiple representatives who verified that I would be getting a refund.Business Response
Date: 08/17/2022
08/17/2022
*****************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that she contacted Frontier for service at her new address. It is stated that she was offered 100 MBPS for $39.99 through EarthLink. The consumer states that when she asked for installation fee she was told that the first month **** would be $39.99 which she paid. The consumer was informed that if she cancels within 30 days all charges would be refunded. It is mentioned that she received a notification from the bank for $78 on 07/27/2022. The consumer states that she called to inquire about the charge and was informed that it was first month **** after installation. The consumer states that she was getting 45 mbps and paying $78 a month. It is further stated that she had intermittent issues and disconnected the service on 08/07/2022. The consumer states that she did not have the service for full two weeks and one representative credited the reactivation fee. The consumer states she was informed that she would receive a refund of $64.49 but when she called she was told that it would not be refunded as it was credited. The consumer is seeking a refund.
On reviewing the account we see that the service was signed up for high speed HyperLink internet access. We are sorry for any miscommunication that *** have happened at the point of sale. The initial charge of $43.25 was the installation fee. To start the service the consumer must pay the first month invoice in advance. The charge of $78.97 invoiced on 07/27/2022 was rejected by the payment card on file and EarthLink did not receive this payment. The account got inactivated by the system on 08/07/2022 due to past due balance. The outstanding balance of $78.97 and the reactivation fee of $25 was waived. Since the payment was rejected and not received by EarthLink we are unable to refund the charge as stated by the consumer. Based on the situation since the consumer did not get the desired speed we are refunding the installation fee of $39.95 with tax in the total amount of $43.25. Please allow up to 3 days for the refund to reflect in the credit card statement. The current status of the account is inactive as of 08/12/2022 and there will be no further billing. The confirmation number for this response is 201316145. 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 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Customer Answer
Date: 08/18/2022
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:08/15/2022
Type: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 Earthlink service June of 2020. I paid the account on time with no issue for two years. My lease was up on 06/29/2022 in which I called on 06/27/2022 to cancel the service. I made it clear I was cancelling the service. The representative put on notes a credit extention which was incorrect.Now I am getting calls more than five times a day saying I owe for August when I do not live at that address anymore. I have also talked to this company for two weeks trying to resolve the problem even tried to charge my account for more service when I had already paid off June 2022. I am upset because this company does not care about customers and I never owed them any money and this is how I am treated...they just wanted me to keep paying and threatened to send it to a collection company. I want what was promised today which is a cancellation and a waiver of all fees(since it was an error on Earthlinks fault)I refuse to be indebt when I do not owe money I have all receipts of payment...nor do I want to be on hook for someone else using my previous internet for free. I am enclosing a receipt of credit from earthlink I want to make sure this is not reversed in the future as a notation to the BBB. People should not have to be held hostage because they want money.AGAIN: I do not OWE this ACCOUNT. KEEP YOUR PROMISES EARTkLINK.********************* August 15, 2022;Business Response
Date: 08/16/2022
Date :- 08-16-2022
********************* BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states that she had services with EarthLink for two years and had no issues with EarthLink services. The consumer states that she called up EarthLink on June 27, 2022 to get her services cancelled as her lease was getting over on June 29, 2022. The consumer states that at the time of cancellation, she did not accept the offer of keeping the service active with a one month credit as she had to move out of that location. The consumer states that she received calls from EarthLink reminding her that she owes a **** with EarthLink. The consumer has mentioned her dissatisfaction towards EarthLink as she faced inconvenience while trying to resolve this issue. The consumer in her resolution would like EarthLink to waive all the fees and also make sure that her account is cancelled with no further billing.
We apologize for the inconvenience caused to the consumer. EarthLink takes feedback like this quite seriously and we will address any failing to the people responsible allowing them to help improve our EarthLink services to more closely align with what our consumers expect. We would like to assure all the consumers that EarthLink always strives for better customer experience and takes every opportunity to improve its staff and services. As per our records the consumers account has been cancelled as of August 15, 2022. There was an outstanding balance of $ ***** on the account and that has been waived. The current states of the account is inactive and there would be no further billing on the account. The confirmation number for this response is 201310981.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this matter to close.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.EarthLink.net/tcs/Initial Complaint
Date:08/11/2022
Type: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.
This is my second complaint against Earth Link. We had history of poor service with them. We tried to upgrade our service to a faster internet speed. Instead of upgrading, they disconnected our service. We went round and round with their incompetent people, getting nowhere. We canceled their service. Since we were on automatic drafting from our bank, they withdrew another monthly payment, even though we had no service. We finally got in touch with a supervisor, who told us they would refund that monthly payment. The person in the billing department wanted my wife's card, saying she would put the money back on the card. She then proceeded to charge us for an upgrade, after we had already canceled their service. After that we would not give them any card at all, for the refund. Instead we told them to send us a paper check. They said it would take up to 21 days. It has now been two months, and when we try to speak to a supervisor, the calls are conveniently dropped, and we are not called back. We have received no check for the refund owed to us.Business Response
Date: 08/12/2022
Date:- 08/12/2022
************************* -BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states that this is their second grievance as they are not satisfied with the kind of service that EarthLink is providing to them.The consumer states that they had cancelled their services, however they were still been charged for the services. The consumer states that they were promised a refund against the last monthly **** charged on their bank account. The consumer states that they were informed that this refund would be in a form of check and they would receive it within 21 days. The consumer states that its almost two months and they havent received the check yet. The consumer is seeking a resolution from EarthLink in this regard.
We sincerely apologize for the inconvenience caused to the consumer. We are sorry to know that the consumer felt the need to get their services cancelled. As per our records the last monthly **** charged before the cancellation of the account was on May 7, 2022 for $69.39. This amount was refunded back on June 7, 2022 to the same card on which the consumer was charged on. Therefore the check of this amount was not generated as the refund was already processed on the Card on which the consumer was charged on. As per EarthLink policy,EarthLink would always refund the amount back to the same Credit or Debit card on which the payment was taken from. We would therefore advice the consumer to contact their financial institution and verify the same.
Incase if the consumer has verified with their financial institution that the refund has not gone through, then the consumer needs to fax us a copy of their bank statement to EarthLink at ************ to cross verify the transaction. We would then accordingly refund the amount to the consumer once the transaction is verified by us. The confirmation number for this consumer's complaint is 201298928.
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:
https://www.EarthLink.net/tcs/Initial Complaint
Date:08/09/2022
Type: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 has been charging me **** a month for email service + dial up service. I live in *******, an urban area where I would have no use for dial up service . Now that they have converted me to email only monthly charge of **** per month, I had asked for a refund going back three years for services I did not use. Calculated as (****-****)*12*3 = $ ****** The front line customer service rep would not escalate the call for me to ask a customer service supervisor for the refund. I seek a fair $ ****** refund for services that I was charge for but never used, going back only 3 years seems entirely fair. *********************** **********************Business Response
Date: 08/10/2022
08/10/2022
*********************-BBB 17693493
EarthLink Acct # ********
Acct status: Active
The consumer states that EarthLink has been charging $9.95 for monthly email service plus dial up service. It is stated that he lives in ******* and has no use of dial up service. The account is now switched to Email only plan of $1.95 per month. The consumer is seeking a refund of $288.00 which is three years of service that he did not use.
On reviewing the account we see that the service is now active for Email program. There are no previous contacts to change the service level to Email only plan. The regular price for ************* is $9.95 per month. The consumer was on a special price plan of $9.95 per month for dial up service. ************* was offered free with internet access. EarthLink is a subscription based company and not usage based. EarthLink does not track usage and there is no way of knowing that the dial up service was not used. For account security, accounts are not accessed without verifying the account ownership first and therefore no changes can be made. As per the policy, all charges are considered valid unless disputed in writing within thirty (30) days of the billing date. Adjustments will not be made for charges that are more than 30 days old. Every business has the right to at some point to determine that, lacking any dispute, a charge is valid and to close its books on a transaction. We are making an exception to the standard policy and as customer appreciation we are processing a refund of six months charge in the total amount of $59.70. The refund will reflect in the credit card statement in up to 3 days. The confirmation number for this response is 201293652.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Initial Complaint
Date:08/09/2022
Type: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 had an email address **************************************** since about ****. Mindspring is an email host that was acquired by Earthlink twenty years ago. I have paid something like $10 a month to keep the email account open, because I used it for a great many online accounts over the years. I closed a credit card account earlier this year, not realizing that it was the one used by Earthlink. Beginning in June, I started getting one ring calls from a toll free numbers as many as ten times a day. ****** indicates it is earthlink calling and hanging up after 1 ring. I have tried to substitute a new credit card number on my earthlink profile, but it will not let me in. I get a message to call a toll free number. I have called this number and died on hold a dozen times since June. I sent an email to earthlink support last week, but have gotten no response. I need access to my mindspring email.Business Response
Date: 08/09/2022
Date: - 08- 09-2022
*************************** BBB # ********
EarthLink Acct # ******
Acct status: Active
In the complaint the consumer states that he has an email address **************************************** since **** with EarthLink. The consumer states that he has been paying $10 a month to keep his email account active. The consumer states that he had closed his Credit card not realizing that its been used for making payment to EarthLink.The consumer states that due to non-payment he was getting reminder calls from EarthLink. The consumer states that now he is not able to access his MindSpring account. The consumer has mentioned his dissatisfaction towards EarthLink as he had difficulties while trying to get this issue resolved. 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 assure all our consumers that EarthLink always strives for better customer experience. As per our records the consumer has an email service with EarthLink and paying $10.95 a month. Due to non-payment of bills for two months, the account got inactivated. The bills which were due was for the month of May and June 2022 amounting to $21.90. Since the account was inactive therefore the consumer was not able to access his MindSpring email address.
In order to resolve the consumers issue we made a verification call back to the consumer. On call we promised the consumer that we will waive his outstanding balance of $21.90 along with reactivation fee of $15 as he has been a long time consumer with EarthLink. Furthermore we advised the consumer to visit our EarthLink website to update his Credit card online by going on the Myaccount page at http://myaccount.earthlink.net. The consumer needs to Login with his primary email address and in the Billing section under Payment Method section he needs to click on Edit button. The consumer then can enter the Credit/Debit card details and needs to go through the automatic payment disclaimer by ticking the check box. The consumer needs to enter the billing address as per the Credit/Debit card and click Save Changes. Once the changes have been saved, then the consumer will be able to see the new card reflecting on Myaccount page. Accordingly then the consumer could make the payment towards the outstanding balance. The consumer could also contact EarthLink via phone directly on ************** to resolve his billing issue. The confirmation number for this consumer's complaint is 201288425.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Customer Answer
Date: 08/09/2022
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. I appreciate the assistance and the courteous call I received from Earthlink.
Sincerely,
***************************Initial Complaint
Date:08/08/2022
Type: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 july,26,2022 I signed a contract with Earthlink for internet services in my home. I explained that I currently had CenturyLink in my home. The guy on the phone stated that it was "no problem ". My first install date was Monday August 1st 2022. No one showed. When I contacted Earthlink, they said I needed to totally disconnect service with CenturyLink and give then a disconnect code. I did so immediately. That was on Tuesday August 2. I was texted at 6p on 8-2-22, earthlink said my install date was now August 4th. No one showed up. I contacted Earthlink 8/5/22 and was told 2 different stories. One was my home could not be l9cated, wnd was they could not offer me the services I signed up for. I told them it didn't matter to me. I needed something. Earthlink told me they would contact me by end of business day on 8/9/22. Well, 8/8/22 I received a text from Earthlink stating my install date was now 8/17/22. I called and said I have surgery on that day. No one would be home. The lady explained that there was no earlier dates available. I asked that considering the fact that I've waited so long, why can't they squeeze me in somewhere? Mind you on July 26,22 I PAID Earthlink ***** for this installation service. One lady offered me half off of my first month services. That would be great except, I DONT HAVE THE SERVICE INSTALLED YET! They are giving me the run around and refuse to install this service. I'd like my money back, a public apology AND Earthlink PAY for my services reinstalled by CENTURYLINK!Business Response
Date: 08/10/2022
08/10/2022
***********************-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that she signed up with EarthLink on 07/26/2022 and install date was scheduled for 08/01/2022. No one showed up so she contacted EarthLink and was told that they first needed to disconnect with CenturyLink which she did and the new install date given was 08/04/2022. Again no one showed up and when she contacted she was told that the house could not be located and another representative stated that the service she signed up for could not be offered. The consumer states that she was told she would be contacted back and the next install date was 08/17/2022. The consumer states that she has a surgery on that day and no one would be at home. The consumer states that she was offered 50% off on first bill but the service is not installed yet. The consumer is seeking a resolution.
We would like to apologize for any inconvenience that *** have been caused to the consumer while dealing with this issue. On reviewing the account we see that the consumer was signed up for high speed HyperLink internet access with 10 MBPS. We would like to inform the consumer that EarthLink makes all reasonable efforts to provide high quality service with award winning support. However, the complex nature of the internet service depends upon various factors some of which are beyond the scope of EarthLink. EarthLink services are location specific. After we are provided with the correct address we run a serviceability check that helps us understand if a customer is eligible for the service. Based on that we are able to provide a more specific information. We found that the area is serviceable for 3 MBPS. We contacted the consumer and as agreed we have requested installation of the service of 3 MBPS. Since the consumer is not available on 08/17/2022 due to a surgery we have made arrangements to install the service on 08/15/2022 between ****am to 5.00pm. As customer appreciation 50% refund of installation fee in the amount of $50 has been processed on the account. Please allow up to 3 days for the refund to reflect in the credit card statement. Regular billing would begin once the service is installed. The confirmation number for this response is 201287155.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Customer Answer
Date: 08/15/2022
Complaint: 17689262
I am rejecting this response because: As I stated before,I won't be home August 17. With that in mind, at 2:30p today August 15,2022 , I went to the Earthlink text asking if my installation technician would be on his way. They told me he would be coming on 8/17/22. I explained what had transpired so far as to the new date of installation (today, 8/15/22). They confirmed today WAS installation date and to be patient. It's now 4:35p and unless he shows within 20 minutes, today is being marked as failed installation date #3. Id given *********** the benefit of the doubt. Trying to be a good person. But this is completely unacceptable. I'm embarrassed, missing appointments AND work, for Earthlink to straight out LIE again!. This isn't fair at all and I demand that someone steps in and fixes this issue.
Sincerely,
***********************Business Response
Date: 08/23/2022
08/23/2022
***********************-BBB # ********
EarthLink Acct # ********
Acct status: Active
In the rebuttal the consumer states that the install date given was 08/17/2022 but she will not be at home. On 08/15/2022 she contacted EarthLink to check if the installation technician is on the way. The consumer was informed that the technician would be coming on 08/17/2022. The consumer states that this is 3rd failed installation. It is further mentioned that this is unacceptable and wants someone to fix the issue.
We would like to apologize for the negative impact and would like to assure all our customers that EarthLink always strives for better customer experience. We are sorry for any misunderstanding that *** have happened and the delay in installing the service due to technical reasons. EarthLink was closely monitoring this order. *********** has been successfully installed as of 08/23/2022. We look forward to providing the best Internet experience possible. The confirmation number for this response is 201311473.
Please accept our sincere apology for any and all inconvenience this has caused.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Customer Answer
Date: 08/24/2022
Complaint: 17689262
I am rejecting this response because: the service hasn't run right and there's only one item on the internet. Speed is painstakingly slow. Also, the very date of 8/23/22, Earthlink took money out of my bank account. I'm not happy with the shotty internet and when we tried to do a troubleshooting with tech support, they repeatedly hung up on us. I cant be the only one getting crappy service.
Sincerely,
***********************Business Response
Date: 08/29/2022
08/29/2022
***********************-BBB Rebuttal 17689262
EarthLink Acct # ********
Acct status: Active
The consumer states that the service has not run right and there is only one device on the ********************. The speed is very slow. It is also stated that the account was charged on 08/23/2022. The consumer has expressed dissatisfaction with the connection and the tech support repeatedly hung up.
We apologize for any inconvenience caused. We want to help resolve any issues the consumer is experiencing. This issue was escalated to our technical support team. We have been informed that the connection is up and there is currently no trouble with the service. They have suggested that the consumer reboot the modem as they are experiencing slow connection. Our technical team has been trying to contact the consumer but they reached voicemail. The consumer can contact our level 3 support team directly on ************ followed by the pin number **** for the month of August and **** for the month of September 2022. *********** was installed on 08/23/2022. To start the service the consumer must pay the first month invoice in advance. The consumer was given a credit of $36.50 on the first invoice and the effective charge was $27.31. The current status of the account is active and the bill cycle date is 23rd of every month. The confirmation number for this response is 201355552.
We apologize for any inconvenience that *** have been caused to the consumer while dealing with this issue.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Customer Answer
Date: 08/30/2022
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:08/05/2022
Type: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 closed my Earthlink account in July 2020. However Earthlink continues to pull ACH fees from my bank account. ($8.95 a month which increased to $9.95 a month starting in April 2022). I have tried several times to speak with customer service to stop the charges and be reimbursed for the fees deducted from my checking account since the account was closed but each time I am transferred to sales because the account is inactive. Sales then states that I need to go through ***************** I went through this loop of passing the buck for nearly 4 hours today. **************** acknowledges that the account has been closed but is at a loss as to why I am still being billed for a service I have not used in years. I closed my Earthlink account on July 19 2020. Earthlink continues to **** me and takes the fees out of my checking account each month via ACH ($8.95 a month increased to $9.95 a month starting April of 2022). I have asked Earthlink as to why I am being billed each month for a service that has been canceled. I have asked Earthlink to reimburse my account for the charges but each time I am transferred back and forth from **************** to Sales and back. I have spent over 4 hours today alone being passed around with no one taking responsibility for the problem. **************** acknowledges the account has been closed but does not understand why they are still billing me. I just got off the phone with customer service who asks me to call back tomorrow. I have notified my bank and they will no longer process any ACH requests from Earthlink.Business Response
Date: 08/08/2022
Date: - 08- 08-2022
************************* BBB # ********
EarthLink Acct # ******* & ********
Acct status: Inactive
In the complaint the consumer states that he had cancelled his EarthLink account in the month of July, 2020 despite of that he is still getting charged on his Bank account. The consumer has mentioned his difficulties in getting this issue resolved by phone, however the issue still remains unresolved. The consumer in his resolution is seeking a refund towards all the charges from the date he had cancelled the account.
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. As per our records the consumer initially had an email service before signing up for ****************** The consumer had two accounts at two different addresses. The email service was setup at **************************************************************. with EarthLink account number ******* and the second account for ***************** was setup at ********************************************* *****.with EarthLink account number ********. As per the consumers cancellation request, the Hyperlink account was inactivated on July 19, 2022, however the old Email account was still active. Therefore the consumer was still getting charged on the old account. There could be a possibility of miscommunication while the consumer was trying to get the account cancelled. The new address was different from the old address on the old account. Also the phone number given on the old account does not have the recent phone number which was on the Hyperlink account. Therefore the old account might have been kept active as there could be a possibility that the old account details were not provided at the time of cancellation.
We are sorry to know that the consumer had felt the need to cancel the Email services. As per consumers request we have inactivated the old account number *******. The last **** charged to the consumer was on July 15, 2022 for $8.95. The account would be cancelled as of end of billing cycle .i.e. August 13, 2022 and there would be no further billing. As per EarthLink policy, all charges are considered valid unless disputed in writing within thirty (30) days of the billing date. Adjustments will not be made for charges that are more than 30 days old. However in order to bring this matter to close and as a courtesy we are refunding a total amount of $66.65 that is the charges for this financial year till July 15, 2022. Please allow up to 20 days for this refund to reflect on the consumers bank account. The confirmation number for this response is *********. Both accounts are inactive and there would be on further billing on the account.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Customer Answer
Date: 08/12/2022
Complaint: 17679491
I am rejecting this response because: I never signed up for a Hyperlink account!! I moved to my current address in June 2018. Since that time I have had an account with a different internet provider and have used them exclusively since I have moved in. Earthlink must provide proof of the Hyperlink order with a valid signature that shows I enrolled for that service and the date enrolled. I expect total reimbursement of all charges since July 2020 and any associated bank fees.
Sincerely,
*************************Business Response
Date: 08/15/2022
Date: - 08- 15-2022
************************* BBB Rebuttal # 17679491
EarthLink Acct # ********
Acct status: Inactive
In the rebuttal the consumer has rejected the last response stating that they had never signed up for a Hyperlink account. The consumer states that they had moved to their current address in the month of June 2018. The consumer states that since then they were using internet service of some other ISP. The consumer states that he would like to have a proof of signup and also requested a total reimbursement of all the charges. The consumer is seeking a resolution from EarthLink in this regard.
On reviewing the account we see that the consumer had signed up for high speed HyperLink internet service on July 9, 2020 at the address ******************************************** 92802. We would like to inform the consumer that he was charged an installation fee on that day for $79.95. After the installation was completed the consumer was charged $57.44 as a monthly fee on July 17, 2022. These are the only two charges that the consumer was billed for. However the account was cancelled on July 19, 2020 as the service did not work. Accordingly we refunded both these charges to the consumer. So there was a complete refund of all the charges that was given back to the consumer.Both the refunds of $79.95 and $57.44 was placed on July 19, 2022. After that there were no other Hyperlink charges on the account since the account was cancelled on July 19, 2020.
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 consumer's complaint is SDP 365276.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Customer Answer
Date: 08/18/2022
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:08/04/2022
Type: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.
We purchased wireless home internet service with Earthlink this past June and received less-than-satisfactory performance with the service. They had promised higher speeds than what we were receiving, so we canceled our service with Earthlink within the trial month we were given to test the service. They were then supposed to send us a return shipping label so that we could mail back the equipment and receive a full refund of $162.52, per the trial month rules. We were supposed to get the label and mail back the equipment within 30 days. Though the equipment initially only took 2 days to get to our house, the return label alone took longer than 30 days to arrive in our mailbox. However, we notified Earthlink that it was late, and we wanted an extension due to not receiving the label within the 30 days. Eventually, after asking constantly if they could just email the label, we acquired the label and were able to send the equipment back to Earthlink. It has been three weeks since we have done that. We were supposed to receive a refund once they got the equipment back and scanned it into their "warehouse." However, Earthlink sent us a text this morning saying they never received the equipment and were charging us for not sending it back. I called to resolve the matter, and they conveniently couldn't locate our account. Strange, considering they had our card information and were able to charge us. We are furious and want our money back. This fraudulent company has been terrible to deal with and impossible to get in contact with whenever we have issues.Business Response
Date: 08/05/2022
08/05/2022
Alyze *******-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that she purchased wireless home internet service. The consumer did not get the desired speed and cancelled the service within the trial month. It is stated that she was supposed to get the return label to send back the equipment and receive a refund of $162.52. The return label did not arrive in 30 days and notified EarthLink to get an extension. Later they received the label by email and sent back the device. The consumer states that they received a text that the equipment was not received and would be charged for not sending the equipment back. The consumer is seeking a refund.
We are sorry for any miscommunication that *** have happened. We would like to assure all our consumers that EarthLink always strives for better customer experience. There are several factors affecting the speed and quality of the internet service some of which are beyond the control of EarthLink. We apologize that the consumer cancelled the service due to speed issue. The return labels are sent via postal service and *** get delayed for a while depending on the area. As per the records a refund of $162.52 has been processed. Please allow 7 days for the refund process to complete. The confirmation number for this response is SDP 359198.
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 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Customer Answer
Date: 08/11/2022
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. I have been refunded the desired amount.
Sincerely,
Alyze *******Initial Complaint
Date:08/04/2022
Type: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 5/52022 I was searching for a new internet provider in my area that can offer better speeds then whet I currently had. I came across earthlink and when I called the rep who assisted me and after him researching the current provider, he told me that I would receive great service with earthlink. The price was a little high but it's understandable if the quality of service was provided. He said that I would receive faster speeds and he quoted I would get not good service but excellent. After paying my first month and an activation fee, I patiently waited for my equipment. Once the equipment arrived, I connected it and was not getting any connectivity. I rebooted and moved the router to different locations of the house with no positive result. I called to cancel the service withing a week or two of having it. The looked into the modem and made some configurations also offered me a discount for the next month. I accepted the discount and agreed to give it another try. Unfortunately, after a few days it was determined the service was not working for me. again, I called to cancel services and made arraignments to have equipment sent back. Equipment was packaged and sent back accordingly. 8/4/2022 received a message that equipment was not received, and my card was charged. This unexpected charge sent my bank account into negative status thus resulting in fees. The frustration started when I called and was on hold for 45 min and then the line was disconnected. Called once again and was on hold for 1.5 hours before speaking with someone. It was confirmed that my modem was received, and it will take a week or so to process. So, I was charged for equipment that was returned when in fact it was and resulted in negative balance in my bank account. To get service call was answered within 5 min to resolve an issue took over 2 hours on hold. (ridiculous). I have had nothing but negative results from this company beginning with false speed of service.Business Response
Date: 08/05/2022
Dated : 08/05/2022
Desi ******** - BBB # ********
Wireless Home Internet Acct # ************
Acct status: Inactive
In the complaint the consumer states that she had signed up with EarthLink for a Wireless Home Internet service. The consumer states that she got the account cancelled as the service never worked. The consumer states that despite returning the router, EarthLink has charged her Non-Return Hardware fee. The consumer states that, she incurred an overdraft fee due to this Non-Return Hardware fee charge. The consumer has mentioned her dissatisfaction towards EarthLink as she states that she was misinformed about the internet speed and also there was a long hold wait time while trying to resolve her issues. The consumer in the resolution is seeking a refund from EarthLink in regards to this Non-Return Hardware fee.
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.
In regards to consumer complaining about being charged an overdraft fee, Our Internet Service Agreement specifically states under section 9. BILLING AND PAYMENT that 'EarthLink is not responsible for any charges or resulting from charges billed by EarthLink including, but not limited to, overdrawn accounts or exceeding credit card limits.
We see that the consumer had signed up for Wireless Home Internet. 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 cancelled the service as she did not get the desired connection. As per our records we have received the consumers router and so accordingly we have placed a refund for $ $108.69. Please allow up to 7 days for this refund process to complete. The confirmation number for this response is SDP ******.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
https://www.EarthLink.net/tcs/
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