We had Earthlink for 2 years when we lived in Los Angeles, I canceled service in November 2005 when I found that we needed to use Comcast for internet here. In March 2006 I recieved a bill that we owed $123, I told them I had canceled our service and they said they didn’t have a record of that. Giving the benefit of the doubt that maybe I had overlooked that in all the craziness of the move paid them with my debit card and cancelled the service. I just took a close look at my bank statement yesterday and saw a chage for $39.95 from Earthlink using the debit card. They had attached my debit card to an account that was closed and have been charging me for 3 1/2 years!
I called Earthlink and they said they had no record of cancelling service and they could not return my money unless I had a confirmation number. Infuriated I hung up thinking I had written the number in a notebook I couldn’t find. Later I went and checked our files, pulled out the folder for Earthlink and found that I had written the confimation number on the bill that had come in 2006 and I also saw a second confirmation number on notes from when we had moved in 2005.
I called Earthlink back, which of course took 20 minutes on hold with a direct line to India. I gave them the confirmation number from 2006 and then 2005 and of course neither one were in their system! I would need to fax my documents to some Earthlink phone number. Since it was my handwritten notes, I couldn’t imagine they would give that any validity it seemed like just another tactic to stall things. When I talked to the supervisor he told me that I needed to have taken action with in 30 days of cancellation to get my money back!
So what good is a confirmation number when the company does not honor it? They have literally been stealing money for 3 1/2 years by attaching a card number to an account on the day that I had cancelled service the second time. My only guarantee of stopping them now is to change my card number.