This is the absolute worst experience of any business I have dealt with. These people are truly evil!
I have used Earthlink for two years now and have been on their unlimited ISDN plan for a year. Every month I am billed $29.95. This month I get my American Express Statement and see that I am billed $1,909.75. That is 64 times the plan I had agreed to. I feel like I am about have a stroke and call their customer service to find out what the problem is. A recording informs me the wait is 52 minutes. It winds up being 74 minutes before Shamika answers the phone. I tell her that there must be a mistake because I have Unlimited ISDN. She tells me they do not offer Unlimited ISDN. I tell that they did — and how can she explain my bill, which has always been $29.95 — now $1,909.75. She says I must be using it more — and then hangs up on me. My blood pressure goes to 400 over 400.
I call back and wait 51 minutes until Oleander gets on the phone. He appears to be a nice person — but does not have a clue. Gives me an incident number of 31056209. Finally, he puts his supervisor on the phone — a person by the name of Thomas Montgomery. This person tells me that they switched everyone off Unlimited in August and not only do I owe the $1,909.75 for August 23rd to September 23rd — but that from September 23rd until October 4th I owe another thousand. He was actually taunting me. I asked if he was really enjoying this and he said its business. I asked how he felt they could get away with that and he said that they sent me an email. I said I never got one — and he calls me a liar. I start to get a little angry and he starts laughing and then hangs up.
I called my attorney in the morning. She said there is no way they could do that, that I must have not spoken to the right people, and that she would call and get it cleared up so we would not have to sue them. After two hours of calling around and trying to get this clear up — someone told her that her call was not going to get her anywhere and then hung up on her. Now she is the most mildly mannered person I know. I have never known her to speak too much above a whisper.
It is obvious that we will have to sue these suckers to get this fixed, as all I have seen on the Internet is horror stories. I have never in my life sued — but I would love to be the lead member in a Class Action on this one!
You must email this page to anyone you know who is using or intends to use Earthlink.net
Do not forget to check out Earthlinksux.net where a former DSL tech tells of how they read your email and track where you are going on the Internet!
Update: Despite spending over $1 million dollars in the last two years on my American Express — they appear to not be willing to back me up on this. It appears that I will have to file my first lawsuit ever. I have always been proud of the fact that I have resolved all previous issues with companies without depending on our Judicial system!
Update to the Update. Earthlink sent American Express some mumble-jumble that did nothing to address the dispute. American Express in their Infinite wisdom (my companies have spent over $2,000,000 in the last two years on American Express) had their Vice President write me to say that they’d eat the $2,000+ I was over-charge. Bonus points for Amex — but doesn’t excuse the actions of Earthlink. My guess is that this page will cost them many times the $2,000 they screwed me out of.
RUN, DO NOT WALK, AWAY FROM EARTHLINK BEFORE THEY CHANGE YOUR PLAN AND CHARGE YOU 64 TIMES WHAT YOU AGREED TO.