My Earthlink Horror Story
In an attempt to get a service provider who offered more web space
to its customers, I joined Internet in a Mall. I joined because they
offered 10 meg of web space and unlimited Internet connection for
$19.95 a month. I thought I could use the space if the service was
easy to use and was dependable. After about a week I found out how to
get files to a webpage, and the process was ridiculous. I decided
that Internet in a Mall wasn't worth the effort, and canceled my
service before the free month trial was up. I was with Netcom at that
point and decided to shop around a little more. I didn't like Netcom
for several reasons, one being that they had no support, and at the
time they didn't allow uploads to your personal webpage. I decided on
Mindspring, I had several folks, Including my brother tell me that
they loved the service. I even paid the $25.00 startup fee, and have
loved it ever since.
About a month and a half later I receive my Credit Card bill and
see two $19.95 charges from earthlink. I had been with earthlink
previously (about a year or so prior to this) and knew that they had
just bought out Internet in a Mall. I called their accounting folks
and told them what had happened, and they told me basically tough
doo-doo. They recommended that I send a letter to their legal
department, which I did, it is listed below. (My address has been
taken out for obvious reasons) I got no response and had to have my
credit card company charge back the funds. This was a large headache
for me. At first I thought about just paying the money and saying
f---- it. But the company was wrong, I never even logged into
Earthlink after my account was transferred. If you are or thinking
about getting with Earthlink, please think about how they treated me
and probably several other folks.
Mike Stark
June 12, 1997
Earthlink Network
Attn: Legal Dept.
3100 New York Dr.
Pasadena, CA 91107
RE: (Case #000222)
Dear Legal Department:
In the last month and a half or so, I canceled my account with
Internet in a Mall. I spoke with a customer representative who was
very pushy, and told me that I could try Earthlink free. I told him
that I already had Internet access with Mindspring
(msstark@mindspring.com) and that I was not interested. After several
minutes of telling him this, he finally told me that he would cancel
the account.
I recently received my Visa bill, which shows charges on
4-18-97 and 5-07-97, in the amount of $19.95 each. I have not logged
into Earthlink, or Internet in a mall for well over two months. Since
I have canceled this account previously, and have not used the
service since, I have no intentions on paying this amount in
question. I have started procedures to dispute the charges with my
credit card company.
When I called your customer support line, I explained my
ordeal to one of your customer support representatives. The person on
the phone stated that she would cancel my account from 5 days prior
to today’s date, but she stated that they could not refund the $39.90
in question. She further advised me that they were advised not refund
any Moines from Internet in a Mall accounts because of a
recommendation from your department. If this is the case I ask you to
look at this situation individually, and reconsider.
A lost customer that is pleased with the outcome of his
decision to terminate service with an Internet service provider is
much more beneficial to your company than an irate customer, who has
to dispute a credit card charge, as if he were attempting to defraud
the company.
Mike Stark