Complaints for Earthlink, Inc. in Atlanta, GA

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

22 complaints against Earthlink, Inc.

Sort by

2/9/2025

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

1/27/2025

I'm a new customer withEarthlink I was told when I became a new customer at the beginning of Jan that all I had to pay was 40.00 for the equipment. Then my monthly payments would be 65,00 a month and nothing was due except the 40.00 which was taken out of my back jan6 . The equipment was suppose to be here Jan 10 between 10am to 12am and the guy would call before coming , no show no calls so I called back to check why no one called to say they weren't coming, I knew we got snow so I figured that was the reason . That's what they put on their paperwork I was told so I ask when they were coming cause I homeschool my 2 younger children and I needed internet for this cause I have to send information concerning schooling. Still nothing had to recall and call agaign was told they didn't reschedule the visit yet then Friday 17 th my husband had to leave work because they were coming stil no call they just showed up late that day . Stayed here and said when they left they were going to check box at end of road came back said we were good well Saturday no interest . Just got internet Tuesday . Checked my bank and they have took 81.40 out gor what haven't been told because I told Mike from the beginning I was mailing my payment s and I wasn't giving anyone my permission to draft my account , due to we have had identity theft before. Called them back today to complain and ask why they took money from my account and didn't have my permission I never signed anything . Resolution Sought Money back and for no show they can pay my husbands wages call me and can figure out what should be fine . I think they are scammers and I told them that

Company Response

1/28/2025

In the complaint, the consumer states that at the time of sign up she was informed that she would be charged $40 for the equipment and monthly bill would be $65 a month. The consumer states that despite of it she was charged $81.40 as a monthly fee. The consumer has requested a compensation as her husband had to take a leave from work to get the service installed. The consumer complaint that she did not accept an automated payment method as agreed to mail a check each month. The consumer would like EarthLink to look into this matter and accordingly resolve this issue for her. We sincerely apologize for the inconvenience caused to the consumer. We would like to inform the consumer that at the time of signup our Sales representatives are trained to give out all the information related to the product. We apologize for any misunderstanding that may have happened at the point of sale. We have accordingly escalated the issue to the sales team and appropriate action will be taken. We would like to inform the consumer that when a consumer signs up for a new Hyperlink service, the consumer initially gets charged towards installation fee. The amount of $39.95 was for the installation and not for the modem. This amount is paid to the installer to personally visit the consumer's premises to install their services. As per our records the monthly bill is divided into two parts. The internet fee of $64.95 and the monthly modem fee of $14.95 a month. That is the reason the monthly fee of the consumer is $81.40 along with taxes. In regards to consumer stating that she is on an automated payment method. We would like to inform the consumer that HyperLink accounts do not qualify for non-automated payments. The consumer needs to have a valid credit/debit card on file at all times. EarthLink service prices are based on a model that includes the use of automated form of payment. As per the policy, "If the consumer provides EarthLink with a valid credit or debit card, the consumer agrees to maintain valid and current credit or debit card information with EarthLink at all times." Therefore, the consumer was charged on her credit card as there is no other payment option but only automated payment method. In regards to compensation and for the inconvenience caused to the consumer. We have decided to place a credit for $81.40 which will be adjusted in the next billing cycle. This free month credit of $81.40 will be applied on February, 21, 2025. The consumer's regular billing would resume from March, 21, 2025, for $81.40 a month. The confirmation number for this response is 203716182. Respectfully Roiden EarthLink Executive Relations EarthLink 980 Hammond Drive | NE, Suite 400 Atlanta, GA | 30328 [email protected] EarthLink Online Service Agreement: https://www.EarthLink.net/tcs/

12/8/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $96.21 Amount Settled: $0.00

Customer Complaint

11/26/2024

I signed up with EarthLink internet based on the information given to me. I told them what u used internet for and the gave me a plan that they claimed was their "best". It was 25 mbps and 300 GB of data but unlimited data. As I was approaching my 300 GB I noticed a slow down. I called EarthLink and they said that that once I reach 300, it slows to 1 mbps! If I wanted more data I could purchase it. Highest amount was $50/30 GB! Rep also said that no one has complained of usage after their original set of data. I decided to see what would happen. After the 300 GB, it slowed to a halt. I couldn't stream on my phone, nor my TV. It just kept buffering. I got the service on 11-16-24 and canceled 11-24-24. A whole week! I got different a internet provider and canceled EarthLink. I asked for a refund from the $96.21 I just paid for a month of service. That's after paying a $79 fee to start service. They informed me that they won't refund because I used the 300 GB of data. This company I feel does a major bait and switch. They are thieves by name right. I should get at least $71.25 for the remainder of month (3 weeks worth) of services that I paid for but am not using. Resolution Sought I would like a refund at least. If I can't get that, maybe a bad mark of some kind from the BBB. I will be filing a review on them as well.

Company Response

11/27/2024

11/27/2024 Acct status: Inactive The consumer states that she signed up with EarthLink internet based on the information given. It is stated that she told what she used internet for and was sold 25mbps for 300 GB unlimited data. It is stated that she was approaching 300 GB data and the internet slowed down to 1 mbps. The consumer states that she was offered to purchase more data. It is mentioned that she got the service on 11/16/2024 and cancelled on 11/24/2024. It is further stated that she has a different internet provider now and has cancelled EarthLink. The consumer is seeking a refund of $71.25 for the remainder of the service that she has paid but not using it. We are sorry for any miscommunication that may have happened at the point of sale and any inconvenience caused. On reviewing the account we see that the service was signed up for Wireless Home Internet. The initial payment of $79.95 at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumer's house. This is a non-refundable fee. To start the service the consumer must pay the first month bill. We are sorry to know that the consumer decided to cancel the account as it did not align with her expectations. As requested the account is inactive as of 11/24/2024. As per the records the consumer has exhausted all the data. There is no unused data to provide a refund. The consumer has been sent a return label to get back the device. The device must be returned within 30 days of inactivation to avoid unreturned hardware fee of up to $400. Once the device is sent the consumer needs to contact EarthLink at 1-866-383-3080 to mark the return as complete. As a special consideration and courtesy the charge of $79.95 will be refunded. The confirmation number for this response is SDP 629313. 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 [email protected] Online Internet Service Agreement: https://www.earthlink.net/tcs/

Customer Rebuttal

12/2/2024

I have already sent the box and power cord back to EarthLink on Friday 11-29-24 via UPS. Guy at store said it will take 3 to 5 business days. This still doesn't negate the fact that I paid a whole month in advance and only used the service for one week. It still doesn't negate the fact that I was never told that the service speed will drop significantly to 1 mbps. It doesn't negate the fact the company knew what I was using the service for and still decided to lie and conceal information feom me that more than likely would have made me NOT get the service in the first place. Since this is how the company does their business, it is clear how they make their money. If no refund is given, that's fine, I expected that. I still won't refer them and I have already made my reviews. My feelings amd beliefs stand on how I view EarthLink. Liars and conmen.

Company Final Response

12/4/2024

12/04/2024 EarthLink Acct # 30092653 Acct status: Inactive The consumer states that she has already sent the box and power cord back to EarthLink on 11/29/2024. The consumer has expressed dissatisfaction for incorrect service and no refund. In the previous response it was stated that the service was signed up for Wireless Home Internet. As per the records all the data has been used. The consumer has returned the device. As promised we have refunded the charge of $79.95. The refund will reflect in the credit card statement in up to three days. We would like to assure all our consumers that we take feedback like this positively and would imply it positively to help improve our services. The confirmation number for this response is SDP 630189. EarthLink apologizes for any misunderstanding that may have occurred and for any inconvenience it might have caused. Respectfully Nancy Syed EarthLink Executive Relations EarthLink 980 Hammond Drive | Atlanta, GA | 30328 [email protected] Online Internet Service Agreement: https://www.earthlink.net/tcs/

Load More Complaints

Complaints and Resolutions

Earthlink, Inc. complaints