| [General] Impossible to close Earthlink account? I canceled my Earthlink service (after 14 years) in mid March, but absolutely cannot get them to stop billing me. I sent the required fax. I verified (via chat) that they received and acknowledged the cancellation...yet was billed for April and May. The only answer I can get from them now is "we show the account as open" and "call our main number". Is this 1907? This internet company cannot handle transactions via *the internet*? They have no email address for support or billing issues. The *only* way to deal with them is using a telephone? I'm down to contacting my bank (they have email there), and report the billing as fraudulent activity on my account. |
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 Doctor OldsI Need A Remedy For What's Ailing Me.Premium,VIP
join:2001-04-19
1970 442 W30
kudos:18 | Did you get your confirmation number? Without it, you are not canceled.
»www.earthlink.net/about/policies···ellation
quote:
9. CANCELLATION AND TERMINATION
To cancel your Service you must do one of the following:
Phone Cancellation: (888) EARTHLINK (888-327-8454)
Telephone Cancellation for PeoplePC Services: 1-866-772-6277
Fax Cancellation for both EarthLink Services and PeoplePC Services: 1-404-795-1034 -include your account number and current telephone number.
Mail Cancellation for both EarthLink Services and PeoplePC Services: Send registered or certified mail, return receipt requested to:
EarthLink, Inc.
Cancel (write Name of Service)
1375 Peachtree Street
Level A
Atlanta, GA 30309
Include your account number and current telephone number
EarthLink does NOT accept cancellations by email.
EarthLink will issue a confirmation number to you by email as your proof of cancellation of your Service. Accounts are set to close at the end of the current billing period.
EarthLink does not grant refunds or credits for any prior use including partial use during the last month of cancellation. If you cancel by one of the prescribed methods listed above and are mistakenly billed for your Service after the end of the billing period, EarthLink will refund any erroneous charges upon proof of such cancellation.
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What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? |
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| I'm not sure how I would receive the confirmation number.
I did the fax cancellation, and they acknowledge receiving it on 4/22/11.
I did the registered/certified mail route with a letter that left no doubt that I wanted the account canceled. I have the fax transmission receipt, the certified letter delivery receipt, and a chat transcription with them acknowledging receipt. I hate calling them because there is no paper/electronic trail, but it appears that those mean little anyway. What really got me was the absolute lack of care that they were losing a 14 year customer. |
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Doctor OldsI Need A Remedy For What's Ailing Me.Premium,VIP
join:2001-04-19
1970 442 W30
kudos:18 | You would have to had given them a working email address in order to get the confirmation number per their info I posted above.
said by Earthlink.com :
EarthLink will issue a confirmation number to you by email as your proof of cancellation of your Service.
Otherwise you would have to call in after a few days to get the confirmation number.
As to losing a 14 Year customer, you would have had to call in and asked for the Retention Department instead of the steps that you took. They don't forward faxes to the Retention Department, only phone calls.
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What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? |
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| Bases covered there. I put my gmail and new Comcast email addrs in both the fax and certified mail. It's obvious they don't care.
Yes, I'm going to call tomorrow as I've exhausted 2 of the three avenues they publish. Again, unless I record the phone call - I have nothing to fall back on. There is absolutely no excuse for this level of incompetence. I'm the first to blame myself when I don't follow procedure, but I did everything they said...to the letter. Still I am trying to figure out how to get 2 months of overcharges back. Do I have to close my bank account to get rid of these people? This all started because I accepted an offer to "raise my DSL speed to 8Mb by using Earthlink Voice and DSL". I wound up with 750Kb DSL and a support person in Bangalore advising me that DSL was "unfeasable" for me (I've had 1.5MB for around 10 years). |
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