I signed up for Earthlink Wifi internet service, and purchased a PCMCI wireless card from them in January of this year. When I was signing up, I spoke to someone who spoke excellent english. She told me that the service came with 24/7 tech support, and that I could try the service and cancel without penalty for 30 days. The service was terrible, and it was very difficult to get to a tech support agent. The hold times were very, very long and at certain times I received a message that the department was closed. When I did get someone, they weren't much help. I decided to cancel my service within the first week of the 30 day trial period.
Trying to cancel was an extremely frustrating experience. If you "press 1" to sign up for new service, a polite and well-spoken agent picks up almost immediately 24/7. If you "press 5" to cancel service, I would either receive a message that the department was closed, or wait and wait and wait. Often the line mysteriously disconnected during this long hold. Once I was able to get someone, they always had a very heavy Indian accent which made them very hard to understand. There was also a lot of background noise from other operators which made it even harder to communicate. These operators would try to talk me out of canceling, and when I persisted or asked for a supervisor, they would either put me indefinitely on hold or transfer me to a random department.
I attempted speaking to a sales operators by "pressing 1" and they would always tell me that they could give me absolutely no help with cancellations or billing issues. Finally, I was able to speak to a supervisor from the sales department, who stayed on 3-way with me and spoke to the operator for me. Eventually we got to a supervisor who assured me that I was canceled within my trial period and that they would send me shipping labels for my PCMCI card and WiFi modem.
The shipping labels arrived and I sent the equipment back (I have tracking numbers as proof). A few weeks later, I noticed that not only had I not received the refund for the PCMCI card, but I had also been wrongly charged a cancellation fee. I called back dozens of times, and when I was able to get to an agent, they would always promise me that I would receive the refund with in a handful of business days. It never came, and I have been trying to get my $129.90 back for five months now. Every time I talk to someone, I receive a different story about why I haven't gotten my refund yet. I have been promised a refund every few weeks since last February, and I never receive it.in fact, as I write this complaint, I am on hold with an operator from the WiFi billing department. This call has lasted 85 minutes, the last hour of which I have been on hold. At this point, I am just seeing how long they will leave me here.
0 comments