Complaints for Earthlink, Inc. in Atlanta, GA

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
12	Agreed to make an adjustment
0	Refusing to make an adjustment
7	Refuse to adjust, relying on terms of agreement
0	Unanswered

20 complaints against Earthlink, Inc.

Sort by

4/1/2024

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $58.79 Amount Settled: $58.79

Customer Complaint

3/15/2024

I had them pull fees for my internet then afterwards I have fought with them to come fix my internet that went down. Never could get a tech to come out and fix it properly so I canceled my services. Resolution Sought Give me my money back as I have paid for services that I cancelled.

Company Response

3/18/2024

03/18/2024 Christina Earp-BBB # 99018630 EarthLink Acct # 29715865 Acct status: Inactive The consumer states that she was charged for the internet service. The internet went down and could not get a tech to come out and fix it so she cancelled it. The consumer is seeking a refund of the charge after she cancelled the service. On reviewing the account we see that the service was set up for high speed HyperLink internet access. We are sorry to know that the consumer cancelled the service due to technical issues. As per the policy, “EarthLink does not grant refunds or credits for any prior use including partial use during the last month prior to cancellation”. As customer appreciation a refund of full month charge in the amount of $59.79 was processed on the account. The refund will reflect in the credit card statement in up to three days. The current status of the account is inactive as of 03/14/2024 and there will be no further billing. The confirmation number for this response is 202849898. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close. Respectfully Nancy Syed EarthLink Executive Relations EarthLink 980 Hammond Drive | Atlanta, GA | 30328 syedn@support.earthlink.net Online Internet Service Agreement: https://www.earthlink.net/tcs/

3/3/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $96.10 Amount Settled: $0.00

Customer Complaint

2/16/2024

I recently signed up for internet service with EarthLink internet on Feb 2, the agreement was to pay $20 to start service's and my 1st bill would be due March 15th, I was also offered to set up autopay for $5 more I declined, now not even 2 weeks later they took $96.10 without my approval or consent. Resolution Sought I would like my money refunded and for them to honor the original agreement.

Company Response

2/19/2024

02/19/2024 Mr. Patterson EarthLink Acct # 29966757 Acct status: Active The consumer states that he recently signed up for internet service with EarthLink on 02/02/2024. The agreement was to pay $20 to start the service and the first bill would be due on March 15th. It is stated that he was offered to set up auto-pay for $5 more which he declined. Now, two weeks later he was charged $96.10 without approval or consent. The consumer is seeking a refund. On reviewing the account we see that the service is set up for high speed HyperLink internet access. We are sorry for any confusion or misunderstanding that may have happened at the point of contact. HyperLink service requires a professional installation, and needs the use of high speed modem that is installed during the technician's visit. The initial payment at sign up is the installation/activation fee and must be paid before the equipment is sent to the consumer's home. To start the service the consumer must pay the first month's invoice in advance. The installation was completed on 02/07/2024 and the billing started on 02/07/2024. The first invoice charge was $79.95 for the internet and $14.95 equipment fee and $1.20 for tax in the total amount of $96.10. This payment was collected on 02/15/2024. EarthLink does not charge $5 for auto-pay. As per the policy, "You acknowledge and agree that you authorize EarthLink, and that EarthLink does not need to obtain any additional authorization from you for any recurring payments or automatic billing options". The current status of the account is active and the next bill date will be 03/07/2024. The confirmation number for this response is 202787927. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced. Respectfully Nancy Syed EarthLink Executive Relations EarthLink 980 Hammond Drive | Atlanta, GA | 30328 syedn@support.earthlink.net Online Internet Service Agreement: https://www.earthlink.net/tcs/

Load More Complaints

Complaints and Resolutions

Earthlink, Inc. complaints