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Earthlink, Inc. complaints

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980 Hammond Drive, Suite 400
Atlanta, GA 30328-6161 | Get Directions

http://www.earthlink.net

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Total Amount in Dispute:
$2,496.00

Total Amount Settled:
$195.00

Complaint Experience

79%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

19 complaints against Earthlink, Inc. closed in last 3 years.

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

19 complaints against Earthlink, Inc.

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6/11/2026

RESPONSE: Complaint was not answered Amount in Dispute: Amount Settled: $0.00

Customer Complaint

5/18/2026

I had Earthlink cable for a month and then called cancelled service, I called and they said I owe nothing when I cancelled. I asked if they wanted the box back and they said no – I owed no money and did not have to send the box back. And now they have set me to collection - I have the box here if they want it back Resolution Sought To cancel out what I owe, I can return the box and to remove my account collection

5/4/2026

RESPONSE: Complaint was not answered Amount in Dispute: $14.00 Amount Settled: $0.00

Customer Complaint

4/8/2026

I have a month to month enail account with Earthlink. I have sent a written request to cancel their service. They have acknowledged it and given me their case # 2045113651. They refuse to cancel and continue to charge my credit card $13.95 per month stating that I must send them a photo of myself and an I D, like a passport or other kind. I have been told it is dangerous to send IDs. I have had the account for 20 years. (I never gave photos or IDs when I took the service backbin 2005) I am 75 and sick and no longer require this service and even $13.95 affects my monthly budget. Can you help me? I Resolution Sought Cancel the service and quit charging my credit card

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