Earthlink Review

I've been loyal ELNK Cable user and supporter for 3 1/2 yrs.  Two events starting in June 07 make me disgusted and feel very betrayed.  In the first, I ordered a VOLP hook-up system & paid $72.27. The items sent did not include speaker set.  I learned that my 2 phone jack modem system was inadequate: 3 jacks = needed. Also I found that my existing phones would all have to be replaced (junked) if I got VOLP to work. Despite help from a savvy computer repairshop, I learned VOLP was incompatible with my CPU. I requested a refund and stated this in writing/also via chat. Supposedly a 2nd system was sent but never came. I was charged $7.00 more.  After extensive chat one night, got a call at 4 AM saying my refund would be issued. Initial billing date 6/23/07.  Refund/credit still not received despite several contacts to main office.

Ordered a basic ELNK system for a sibling, with $9.95 trial rate for 1st six mos & no strings attached 7/30/07. I initiated the billing on my credit card. Sibling has older CPU w/outdated operating system. It would not take ELNK basic.  She could not install ELNK. Nor could a computer service shop. So, about 3 weeks later,she called ELNK and told rep to cancel her svc.  On 8/30 got billed again for $9.95. Sister could not use ELNK and cancelled it. Her request = ignored. I started trying to get refunds. Instead,  each month got new charge.  So, as of early Dec. I had paid $9.95 six times. No one said what was happening.

Two days ago in lengthy conversations with ELNK reps for new accts was told that she had not canceled order. Sister does not speak technical jargon or a rep did not understand her I wanted her to have ELNK basic and leave antiquated AOL. She could not get it to work. The account/service was never used. I had challenged billing as part of of other claim that was stated above.  The response from ELNK: Have your sibling call one of our senior technicians and he will walk her through the installation.  No refund would be issued. This in spite of fact I was paying the bill and had repeatedly said she cancelled svc before using it.

When a service doesn't work and notification is given, especially during lst month, it is cancelled most of time and no future billings made. Not in this case and with ELNK.

I am very frustrated and annoyed.  However, while my ISP Cable works well, never reimbursed for the VOLP charges or her account. The billing continues.  I cannot recommend ELNK to anyone based on these nightmares that continue. . 

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