In order to inquire about DSL services in my area I was required to provide a credit card number but was assured that the card would not be charged if dsl were not available.
Beginning in February Earthlink began debiting my account for services which I could not have used since I had since discovered that my apartment building was not appropriately wired. I called the company many, many times to stop the billing but was put off by everyone I encountered on the telephone. No one who agreed to take action did.
The company sent me a past due notice to which I responded in writing. Finally I was forced to change my visa account in order to escape. I was contacted by a bill collector, which I then called and sent copies of previous correspondence to. The amount owed me is $250. It is nearly impossible to find the names, addresses or telephone numbers of anyone of any responsibility at this company; all numbers flow into the same recording with the same options for technical and customer services.
I was finally able to find the name of the CEO, Charles Betty, and general counsel, Sam DeSimone and VP of Corporate Communications, Kirsten Kappos.
In February I wrote each of them letters of complaint attaching copies of all documents. The letter to the CEO was sent certified mail and was signed for.in February I also managed to find someone named Kamisha to discuss the problem with; she agreed to cancel the account (Earthlink still had payment as outstanding and in collection) and to send me a check.
She said it would take six weeks to go out. As of April 9 I have neither received a refund nor a response from anyone to whom I had written. I started calling again today. No one knows anyone named Kamisha, my confirmation numbers are not good enough to get me any follow up service and I remained on hold for over 20 minutes waiting for a supervisor.
There is obviously no intent to refund my money nor to respond to my complaint. I have filed a complaint with the FTC; apparently the FCC does not have authority over the internet.
I have given up trying to use the Better Business Bureau website, it is a waste of space and time. My next step is the attorney general of the state of Florida. I have decided not to relent in this matter no matter how much more time I have to spend on it.
Holly
Wellington, Florida
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