18 October 2009

Beware of Earthlink

We have been trying to cancel an email account with Earthlink for several months. Each time we call they either say we do not have the right telephone number, password, or such information as is necessary to verify the account. The charge of nearly $5 a month for an email account that gmail, yahoo, and others offer for free requires greater imagination than I have to figure why I would want to pay Earthlink $5. It's a leftover account from the dark ages of internet when we chose Earthlink for our internet service. I won't go into why we still have the account, but let's just say someone in the household needed the contacts in the Earthlink email account.

On a live chat with Andrew at Earthlink, we were given a number to call. And when we did, the auto-voice did not offer any choice for canceling email account billings. Here is the live chat with Andrew at Earthlink. I'm recording it here because it is difficult to believe anyone could be less helpful.

Welcome to Earthlink LiveChat. Your chat session will begin shortly. Feel free to begin typing your question.
'Andrew A' says: Thank you for contacting EarthLink LiveChat, how may I help you today?

me: I want to terminate my earthlink e-mail account and my automatic charging to a credit card.

Andrew A: Hi, I will certainly help you with your query.
Andrew A: Just to confirm, do you want to cancel your entire account or just the payment mode?
me: i would like to cancel both

Andrew A: In this case you may have to call 1-888-EARTHLINK (1-888-327-8454) 24 hours a day, 7 days per week for cancellation and further help.
Andrew A: Is there anything else I may help you with today?

me: well since i have been trying to do this for months, can you at least stop the charges to my credit card?

Andrew A: We can stop that right away, but we are not the department to take care off, that is reason I provided you the above number.

me: so just to confirm - you can not help me stop payment to my credit card?

Andrew A: I apologize, I do not have the access to the resources in order to accomplish this task.

me: the phone number you have given me is only for technical help

Andrew A: The above number is for our Customer support as well.

me: well i can not get through to the proper assistance,

me: how else can i get my credit card charges cancelled?
Andrew A: Please click the below link.
Andrew A: http://support.earthlink.net/contact/phone/
Andrew A: You will see the same number for billing issues too.

me: that is where I started and the number you had me dial simply tells me to dial another number HELP PLEASE!!!

Andrew A: Like Explained earlier, we are not authorized to do any changes or cancel your account. We do not have the access to cancel it.
Andrew A: I do understand your concern, but we are not the right department.

me: the phone number does not seem to offer a choice for email disconnect.
me: and we have just tried 866.408.8305 and he says that he cannot do email disconnect.
me: when we do find the right number and person, can you tell me what information they will require to stop the account?

Andrew A: They will have to verify your account in order to close the account.

me: Who would we call to change the payment from our credit card to a home bill?
me: What will they need for verification?

Andrew A: The above customers support number is the total solution for your issue.
Andrew A: I kindly request you to contact them as you have reached an in-correct department.,

me: Actually, it is not. There is no selection number offered by the operator voice for cancelling email accounts.
me: The first question is are we existing earthlink customers. We do not have cable, dsl, or internet service with earthlink anylonger. But I have dialed twice. Once I answered yes, and the next time no. Neither time did the operator offer a choice for canceling email.

Andrew A: In this case I kindly request you to call on Monday.

me: Andrew, I know you are trying to help. But do you think there is anyone there with you who knows what number to dial on Monday or anyday who can cancel our email with earthlink?

me: Andrew, I believe you are trying to help-- But do you think there is anyone there with you who knows what number to dial on Monday or any day who can cancel our email with earthlink?

Andrew A: I assure you, Once you call the above number, you will get the desired help. As it is Sunday that could be the issue you are not able to get anyone.

me: By the way, I have copies this chat dialog and will place it on my blog and send it to the Earthlink hmf because no one will believe that I am having this much trouble cancelling an email account. Or wait....maybe they will believe me, but I'm posting it online anyway. And sending it to Earthlink, Andrew. You are not being helpful.

Andrew A: I aplogize, As explained earlier you have reach to a department which do not handle these queries.
Andrew A: Thank you for using EarthLink LiveChat. Should you need further assistance, please contact us again.

meister@earthlink.net: Thank you.
meister@earthlink.net: Goodbye

AFter an hour or so and several phone calls to various Earthlink service numbers we spoke to Michelle Richardson, quiet voice with an Indian English accent, who attempted to brush off the request because we did not have the right phone number, though we assured it has been the only bloody phone number we've ever had. Eventually, she was able to give us a confirmation number to track the record of actually canceling the Earthlink email account and our credit card should not be billed again.

We'll see!

1 comment:

Addie said...

So frustrating!!! I can't believe you hung in there that long with Andrew. Absolutely pointless. Let's hope they got it figured out now. Way to be patient.