We thought we wre doing the right thing when we ordered DSL through the Earthlink 1-800 number. They told us we would receive a modem and router through UPS within the following week. On Thursday March 22 we received the package via UPS. The entire day my wife spent it on the telephone with Earthlink representatives trying to install their equipment. When it got time to do the wireless part, my wife's laptop developed some major issues.
After leaving the laptop for one day at a store where it was purchased, we were told the problems was due to bad software from Earthlink.
On the following day, still unable to connect to the internet, my wife telephoned Earthlink and cancelled the service with them.
The lady told us we would not be charged for any services since we did not get a chance to experience the internet. She told us she would send us a sticker which is to be placed on the UPS box which will automatically be returned to the Earthlink Company.
It took one week for the sticker to arrive in the mail. Once we received it, we place all the equipment (modem, router, telephone jacks, paperwork, software cd, and rebate forms back into the box.
On March 30th UPS arrived at the door to pick up the box. It was received on April 4th at Round Rock, Texas at 10:31 A.M. And signed by the receiver, Sandy.
When we looked at our bank account, Earthlink took upon themselves to withdraw 105.93. They say it is because they apparently never received the router! I telephoned them several times and told me once the router was received they would reimburse us. We are now April 27th and still nothing.
That is not all, 2 days ago they took out 99.00 dollars out of our bank account. They claim it is the cancellation fee. When we told them we weren't supposed to be charge and even gave them a confirmation number, which we have several, they told us they would reimburse us once the FIRST reimburse would take place.
We asked when was the first reimbursement, they claim it was done April 21. We still have not received anything back from Earthlink.
We call Earthlink every 3 days or so, and each time we get different stories from them. I know I am not the only one going through this and frankly I want to start a lawsuit against this company. I want my money back and I want them to stop taking unauthorized payments out of my bank account.
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