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.
- 258 complaints closed in the last 12 months.
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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:08/03/2022
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 ordered EarthLink on 6/23 and paid $79.95 for activation on the *** Home 75 GB plan. The device arrived on 6/25. I could not activate it when I received it, so I called 7/1 for assistance starting the service. Immediately after the service was activated, I was billed an additional $95.95. The service was for a new address, so even though we activated it on 7/1, we did not move into the address until 7/3. On 7/4, we noticed that the Internet service kept going off, so I called their customer service on 7/5 to report the problem, and I was informed they would call later that evening to help fix the problem. They never called until the following evening, by which time we received a data alert that 50% of data was used. Bear in mind that we had moved to the house on 7/3, so within two days at the address, 50% of 75 gig data was gone, and we had three mobile devices and one laptop on the internet service. So, when they finally called, I indicated I wanted the service canceled. The service was canceled on 7/7, and they claimed they would send a return label and I needed to return the device within 30 days, or I would be charged for the device. After waiting for 8 days with no return label received, I called, and they sent a printable return label. Until now, no mail has been received, meaning they never mailed the return label, and if I hadn't called, I wouldn't have received the downloadable return label. The device was sent back on 7/13, and I got a notification of the receipt of the device on 8/2. I have called them persistently requesting a refund of both amounts taken from my card, and they promised to do so once they received the device. I called them on 8/3, and they told me no refund would be provided to me because it took more than 48 hours to cancel, and by the time I canceled, the entire data had been used up. I need the company to refund the amount paid for their inefficient service.
Business Response
Date: 08/03/2022
08/03/2022
******************************************- BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that the service was ordered on 06/23/2022 and paid $79.95 for activation for 75 GB plan. *********** was activated and immediately billed $95.95. *********** was for a new address and even though it was activated on 07/01/2022 they moved on 07/03/2022. On 07/04/2022 the internet kept going off and called customer service on 07/05/2022. The consumer states that she was told they would call later to fix the problem and never called but she received a data alert that 50% of data was used. When she received the call she indicated that she wanted to cancel the service. *********** was cancelled on 07/07/2022 and she was supposed to get a return label so that she would not be charged for the device. Since she did not receive the return label she called and received a printable return label. The device was sent on 07/13/2022 and got a receipt on 08/02/2022. The consumer states that she has been calling for refund and she was told that it took more than 48 hours to cancel and entire data has been used up. The consumer is seeking a refund of the amount paid.
We are sorry for the negative impact and would like to assure all our customers that EarthLink always strives for better customer experience. The initial charge of $79.95 is the activation fee and must be paid before the equipment is sent to the consumers house. To start the service the consumer must pay the first month invoice in advance. The return labels are sent via postal service and can be delayed for a while depending on the area. Based on the notes the consumer qualifies for a full refund in the total amount of $175.90. This includes $79.95 and $95.95. The Router was received a couple of days ago and the refund has been processed. Please allow 7 days for the refund process to complete. The confirmation number for this response is SDP 358157.
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 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Customer Answer
Date: 08/03/2022
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:08/01/2022
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.
Initiated internet service with Earthlink in October 2021. Within ************** was so slow that my husband couldn't even work from home. We requested an increase/upgrade in internet speed. Received texts that our speeds were being upgraded but never had a tech schedule service and never any further communication from Earthlink. We canceled service in May 2022 (May 24, 2022) and were assured that we would not be charged an early cancelation fee (175) since Earthlink never provided the internet service we requested. We were given a case number to cite if we were charged. Within two weeks, my bank account was debited $350. To date, I am still trying to get the entire amount refunded. Every supervisor I speak with tells me that they cannot refund the entire amount since they were not the supervisor we spoke with in May. Customer service is a JOKE.Business Response
Date: 08/02/2022
Hello *********- I am sorry that you had issues with your internet service, as well as issues when you called in regarding your issue. I checked your account and the ****** is being refunded to your account, so please allow 3-5 business days for that to reflect in your account. Again, we here at EarthLink apologize that you had issues with your internet service, and we will be taking this as education to work with our agents so that this does not happen again.Customer Answer
Date: 08/02/2022
Complaint: 17653974
I am rejecting this response because: on May 24, I was given a commitment by an Earthlink supervisor that I would not be charged an early cancellation fee AT ALL since we had been trying to upgrade our service and increase our internet speed with absolutely no response. Upon making that commitment, the supervisor provided a case number in the event that we were charged a fee. That case number is *********. I appreciate the $175 refund, but I will not accept anything except Earthlink's original commitment, which was no charge at all. Please refund the additional $175 (for a total of $350, which was debited from my bank account on June 16) and I will be satisfied.
Sincerely,
***************************Business Response
Date: 08/02/2022
I have looked over the account and there are 2 refunds in the amount of ******, therefore that would make it the full amount that is requested. The first refunded was given in May and then the last refund was processed on 8/1/2022. Please allow 3-5 business days for that to reflect in your account. Again, we apologize that you were not satisfied with your services.Customer Answer
Date: 08/02/2022
Complaint: 17653974
I am rejecting this response because: My bank account shows no refunds from Earthlink in the month of May, only a debit of $69.82. We canceled our service on May 24, so this assertion of a May refund of $175 is false. The next debit occurred on 6.16.22 and was for $350. Please refund the remaining $175.
Sincerely,
***************************Customer Answer
Date: 08/08/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
***************************
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