I have been an EarthLink customer since October but there have been recent events that are causing me to regret my decision for maintaining such a long relationship. There have been issues that make it obvious that this corporation does not value my standing as a customer. I am writing this letter because I have been on phone support and online chat support with a myriad of Customer Service and Technical Support representatives and have not had my issues resolved in a satisfactory manner.
Over the past two weeks, I have had six separate problems with the security and integrity of my account. I have spent numerous hours trying to resolve these matters only to have them redevelop again and again. Yesterday, my account was deactivated twice by EarthLink; I was not given advance notification of these actions but had to find out the hard way. The following is a summary of my situations:
1. On or about January 3, I contacted EarthLink due to web domain profiles that existed under my account that were set up without my knowledge or authorization.
2. On January 11, I contacted EarthLink again regarding additional web domain profiles that existed under my account; again set up without my knowledge or authorization.
3. On January 15, I contacted EarthLink due to problems logging on. This was due to unauthorized access that included changing the account password.
4. Again on January 15, I saw a $65 balance that was applied due to another web domain being set up without my knowledge or authorization.
5. On the afternoon of January 16, I contacted EarthLink due to my inability to log onto my account and the message that my account was inactive. After spending 45 minutes on the phone, it was reactivated.
6. On the evening of January 16, not even two hours after having my account reactivated, I found that my account was deactivated AGAIN.
Currently, my account is still not active and I don't have the slightest idea of when it will be reinstated. I have been told that my account has been deactivated due to fraudulent activity; I have never committed any type of fraud and I resent being treated like a criminal and essentially being put out of business. I was told that it will take up to 72 hours for my account issues to be resolved; this is absolutely unacceptable.
My husband and I each run home based businesses. This action by EarthLink has crippled our ability to properly execute our business matters. If we continue to fall victim to the latest timetable that EarthLink has given, my husband would have lost thousands of dollars in fees plus clients. We refuse to be victimized by incompetence.
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