Complain about a product or service

Earthlink

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

Earthlink is big all right. By most reckonings, it's the second largest Internet service provider after AOL. Unfortunately, it shares many of AOL's bad habits -- the most notorious being the near impossibility of cancelling the service.

Below is a sampling of recent complaints. Click the links to the right for more.

Jennifer of Simi Valley, CA December 27, 2008

Jennifer of Simi Valley CA (12/27/08)
After having Earthlink dial up since 03/2000 which I had no problems with I decided to try the DSL through Earthlink in July 2008. It is advertised as very fast dsl. In time I found this to be completely false. I had alot of trouble getting it installed first time so was sent another modem. After all the trouble I had the first time was not too anxious to set it up so probably passed the initial free month in the time waiting for it and putting off setting it up. Finally did then took awhile to get set up with router. It was after that I noticed I could not watch streaming video and my computer was going so slow.

Finally in October 2008 I had my cousin an I.T. guy look at it for me after I ran internet test to test the speed of my modem. He said it was worse than dial up and with the way they had me configure my router with their modem it was like a log on type router connection he thought was very poorly done and was slowing my service down below dial up standards. That is when my three months ended and they upped the price to 39.95.

I then switched to ATT and called Earthlink to cancel and go back to just an email account. I was told for 20 a year I could do that. Then I was informed ohhh you will be charged 150.00 for early cancellation. This is when I asked to speak several times to someone higher up. Finally I was given the ok by Bryan and given a case number and email notifications to cancel no charge and re imburse new charges and only charge me 20 for the year. They then started all this credit and debit to my account that had no money on this day and so was rejected. They tried to charge my credit card on my bank account a total of 179.83 and credit 50.00 and 99.99.

Was all rejected my account had no money at the time and all I wanted was the credit to apply to my 20 anual fee. So then I never got my credit and they continued to bill me 39.95 in November. I did not see it till December so after talking to my bank about what to do I was told to close that credit card on my account and issue another one. Before filing dispute with my bank I was going to try to deal with them first but for now cancelled my card. Went into the holiday shopping season with no card.

I got my new credit card and I believe I activated this on the 18th or 19th and now somehow Earthlink has aquired my new Credit card number on the 17th and when asked how they have no information other than it was changed in their office on December 19th. My bank has no idea how they got the new Credit Card number and again today I am on the phone with the same arguments about the 150 charge and trying to stop them from billing me.

Irylaine of Medford, OR December 1, 2008

Irylaine of Medford OR (12/01/08)
I read the complain for Earthlink, I'm amaze, how many people complain. I got my earthlink internet from a third party, Broadband National, I remember I should pay 19.95 a month. But in my bills its 35.00, and told me they can give me special 29.95, so now I am paying 29.95 and told me they don't know Broadbannd National, ??. I admit their DSL is really slow, but it doesn't bother me. I only use DSL to be able to chat with my parents and relatives using webcamera and voice/or speaker.

A few months I have to call Earthlink, either webcam is not working or the voice, they fix that. Then a few more months passed, my speaker don't work, so now I end up using headphone because if not, the other line can't hear me. Now I don't hear in the speaker and headphone. I called earthlink thrice, once 45min but nothing happen. I called the next day, 45 min got disconnected and the other call is almost an hour telling them I would like to cancel my account, that I need to talk to the supervisor because I don't like to pay the disconnection fee of 145.00.

So now I'm in the air if they will disconnect my DSL with or without fee, they can't deliver the needs/internet connection I need so I should really not pay the disconnection fee. Tomorrow I will revoke my authorization from my bank to take money from my account. Earthlink charge me today for 29.95, and I need my money back. Thanks.

Kathryn of Woonsocket, RI November 27, 2008

Kathryn of Woonsocket RI (11/27/08)
On 11/18/2008 I realized that instead of the normal 19.95 Earthlink charges me for internet each month, the charge was 172. Earthlink has my debit card number and automatically takes money out of my account each month. The extra 150 overdrafted my bank account, causing overdraft fees. I call up Earthlink and they apologize and say that the computer made a mistake and accidentally charged me an early termination fee. They apologize and tell me that they are refunding me back the money and I should see it in my account no later than 5 business days.

So on the 21st I was thinking if they overcharged me 150 this month, what's to stop them from over charging me next month. So I went online and revoked my authorization for them to take any more money out of my account. Each month they will send me a paper bill, and I'll mail them a check.

So here it is the 26th, (6 business days later) and I still haven't seen a refund in my bank account. I call up Earthlink again to see where my money is, and now they tell me that they are mailing out a check and I will see it in 20 days. Now this makes me furious because here I am with a frozen overdrawn checking out that I can't use and they tell me it will be 20 days until I see the money that they literally stole from me. Now I have to stop all my other bills from going through that bank account which is basically a huge pain! I tried calling up their corporate headquarters which was no help. They try to explain to me that the reason why I'm getting a payment by check is because that's my payment method. Now I didn't change my payment method until 3 days after they already told me they refunded me back the money. So not only did they steal from me, they lied to me too.

Richard of San Jose, CA November 14, 2008

Richard of San Jose CA (11/14/08)
Earthlink had hosted my business website and controlled my email for years. About one year ago I began to experience major problems with my website and email. I purchased an SSL certificate from Earthlink for my website for 250.00. My web designer was unable to install this certificate because it was defective? When Earthlink was contacted they acknowledged that the SSL certificate was bad and were trying to fix it.

I explained to them that I am losing customers and business because my clients were not able to pay me via my website site because the SSL certificate was invalid. This went on for over 2 months! In the end Earthlink was unable to fix their defective SSL certificate, and were unwilling to refund my money. Everytime I called Earthlink to complain they always pushed me off to someone else, that wasn't able to help me either. I finally was fed up with them and called them to cancel my service. I must have called 8 to 10 times to try and cancel and everyone I spoke with said the cancellation department is not available at this time.

I told them that I have switched my services over to another provider, am not using Earthlink anymore, and if they are unwilling to cancel my service I will be forced to stop payment on my checking account for the automatic withdrawal. Earthlink still didn't listen, so I called my bank and stopped them from drawing from my account. They are still calling me, stating that I owe them money, and if you can believe are unable to cancel my account. I am desperate for them to leave me alone.

The time (2 months) my website was down because the SSL certificate from Earthlink was defective had cost me money.

Robert of New York, NY November 12, 2008

Robert of New York NY (11/12/08)
This started on 11/03/08 when I paid an overdue of 54.75. The remaining balance was 00.00 on 11/03/08. The service was down the day before and the customer rep person said there would be an 15.00 charge with that payment. Mind you it was overdue a few days. After two days of no service they put the service back on. A week and a half later 11/12/08 I get a bill of 184.90 with no less that 4 activation charges to a total of 144.95. I called earthlink and they said the charges stand and they would not give me credit for the two days of no service. I said i will seek legal counsel to which they said go ahead, no one can do anything. I beg to differ. Please help me.

I live as many working people do on a strict budget and an illegal bill of 184.90 is going to wreck that budget. I simply cannot allow large corporations such as Earthlink to rip off myself for large sums of money without fighting back. When I called back they said the charges are fine and that my service will be turned off shortly.

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