Complain about a product or service

Earthlink Cancellation Disputes

Earthlink • Tech Support • Cancellation disputes • Billing problems • "Free" trial • Other offers • DSL cancellation • DSL installation • DSL speed • Mailstation

Loomis of North Las Vegas NV (11/6/03):
The first week of October I called and emailed Earthlink's main headquarters to ask them to discontinue my internet service due on Oct.15,03. They returned my email asking why I requested such and I answered them back. After Oct.15, 03 I received another letter from Earthlink saying my account was pas due and to pay $23.95 by October 30, 03. I called the headquarters in Atlanta. A gentleman named Jason answered. He started telling me that they had no record of me contacting them and requesting a cancellation of the internet service. So I asked him to refer me to someone with authority.

A representative named Ronda took over. She started asking when did I ask for the cancellation because they have no records of the request. But she assured me that the matter waresolveded. After speaking with Ronda on October 27, 2003, I received another letter requesting a payment of $47.90 by November 15, 2003. This letter also stated that if I want to dispute this amount please call them before November 15, 2003.

This is why cancellations should always be submitted in writing, preferably via certified mail, return receipt requested. If Loomis had done this, he would now have proof that he had made the disputed cancellation.

Harry of Canyon Country CA (8/29/03):
I was incorrectly billed for dial up internet access services for over two years for an account that had been canceled. I was able to provide a confirmation number that corresponded with the cancellation request and was told at that time (~ 10/0/02) that I was to receive a refund of $546.70 because records, which have since been “lost”, confirmed there was no account activity for the period in question. This matter has persisted for over a year now. I have a detailed log that shows on numerous occasions that the employee/supervisors I spoke with agreed that I am owed the money I seek. Each time accounting fails to make payment, however.

They stole money from me, promised to give it back on numerous ocations, and then reneged. It is being lied to and feeling that a company the size of Earthlink is inetionally giving a former customer the run arround that bothers me most. I would not be writing this if they refused the refund request initially. I want the $327.20 that I am owed by admission of Earthlink themselves. Somehow I am sure that Earthlink would have no trouble locating records that showed I owed them money.

Susan of Derby KS (8/2/03):
I called June 19th, 2003 to cancel my service, but when July came around the internet company turned around and tried twice to take 21.95 out of my checking account. Well at the times they tried I didn't have the money in the account to cover it so I was chared an overdraft fee. They did this on the 15th and the 24th of July. Well when I called and informed them about this mistake they told me that they could request a refund for the 21.95 that they were trying to take out. I told them that they never got the 21.95 but I was charged 28.00 each time they tried. So I wanted my 56.00 not the 43.90 they are wanting to give. Ms. Freeman told me that it is up to my bank to return it to me. The bank says that it is Earthlink's responsibility to refund it since they caused the problem in the first place.

Aaron of Milton, WV, writes:
I strongly urge anyone to just find a local ISP and go with them. Dealing with big shot ISP's...ie Earthlink, AOL, Compuserve...etc. is just a big headache. First of all Earthlink's ad on the "free" cd they sent in the mail was very misleading. Clearly it states that you can have e-mail for anyone in the house, web page hosting, unlimited dial up access for only $19.95 a month.

My wife and I use the internet a lot, and my wife has a few message boards too, so we need at least 4 e-mail address (one for me and three for her, one personal, two for the message boards for all those darn SPAMers). So I set up mine and then went to set up hers, to find out for each additional e-mail address would be $4.95 a month...when on the ad it says e-mail for the entire family...everyone in the family (and most ISP's give up to five). I then called Earthlink to confirm, and a rep said, "yep, $4.95 a month for each additional...all that means on the ads is unlimited dial-up for $19.95."

So I said that we needed the additional e-mails, but didn't want to pay for it. To which the rep said,"Sorry, it $4.95 a month for additional...do you want to cancel?" (to me that is odd that is given right off the bat) So I said of course. I was then transfered to a "retention" rep who only asked me, "so, the message says you want to cancel, right?" I said yes and the rep then said OK DONE! and hung up.

I called back to get a confirmation number on the cancel...names, etc, and then recalled to reconfirm. (I work for a credit card company and see companies like Earthlink and AOL charging accounts up to three to four months after orginal cancellation and will only refund after much fuss). And you guessed it, on my next bill was a charge for $19.95.

I immediately called Earthlink, by passed the front line reps and got to a sup. The sup did credit my account immediately and no other charges have shown on my bill. Unless travel and internet go hand in hand with you...then no need for a national ISP. Go with a local dial-up server. Much easier, and you don't have to go through a "network" of reps to correct a problem.