I have had Earthlink as my email provider for years and kept it even when Time Warner (Bundle Provider) wanted me to switch to Roadrunner. I did not want to change my email address and had had no problems with Earthlink at that time. In April of this year, my old Gateway computer started having problems.
I was told to switch to Windows 8.1 to fix my problem. I didn’t know that 8.1 was totally different than 7.0. I couldn’t complete the download because, at one point I was supposed to enter some code. I’m 66 and not very high-tech so I called for help and I at first wanted to go back to 7.0.
Microsoft said someone could help me download 8.1 because the new computer I was thinking about purchasing would come with 8.1 anyway. They got me to some help from YodaCare (An India company). They convinced me to take out a 2 year deal with them to help me with my problems and provide security.
They had a icon I could click and the geeks would come on immediately to chat with me. Toward the end of April, I got an email virus. YodaCare had my security but their site said they couldn’t watch my email since it was under a protected password. I called Earthlink and a guy there helped fix the virus and told me that they could automatically give me 30 days coverage from Norton 360.
After 30 days, I would have to pay for the protection. I told him NO because I had just signed a 2 year deal with YodaCare. In my dealings with Earthlink, I did have them expand my storage space and it was going to cost me $3.76 on my regular charge card (my Time Warner bundle covers the rest of my computer coverage).
So far, so good. My credit card bill was reflecting this small cost. My credit card statement, due 8/20/14, suddenly reflected a payment to Earthlink of $25.75. I looked back and found that the statement ending 7/20/14 also included a charge of $26.47. The earlier bills were correct.
I called Earthlink and was told that I had ordered 4 things: (1—Email by phone (I don’t even know how to email by phone). 2—Earthlink on-line backup. 3—PC Fine Tune (still have no idea what that is) and 4—Norton 360. I told the guy that I had not ordered any of that.
I told him that they had offered Norton360 when I called in re previous problems but I told them NO since I had paid for other security services. I don’t remember the 1st Earthlink guy talking about the other 3 things but know I wouldn’t have ordered them because I didn’t even know what they were. The new guy said he would take all 4 things off from future billings but I would have to contact Customer Service during the day for reimbursement for the past 2 months.
My daughter, a little more high tech, helped me look at my computer installations to see if any of these 4 things had been added after my 30 days of free coverage. They had not been. I called the next day and the girl said she could not take of the charges since I had ok’ed them. Told her I did NOT.
Got her boss because I was having trouble understanding the accent. He told me the same thing. He then said he would reimburse me $23.80 from the current bill but not the previous one. I asked him how they could charge me for something I never ordered and they had never added to my computer even after the 30 day free time?
He just said the best he could do was credit me $23.80. Told him I was going to cancel my email service with them and go to Roadrunner and complain to everybody I could think of. I want my money back.