Earthlink Charging me for Replacement Router Atlanta Georgia Internet

My router malfunctioned and I called Earthlink. They told me they would send a replacement router and I should return the defective one to them when I received it. The router was sent via UPS. For some reason, UPS did not leave a delivery notice on my door and the package sat in the office of my residential complex for 2 weeks. I notified Earthlink of the problem and returned the router.

They are now charging me for the replacement - which was supposed to be free. I "Live Chatted" and called their customer service department three times to find out when my account would be credited back with the $79.95 they charged for the "free" replacement router. Each time I was told my account would be credited. To date, it has not. I have now filed a complaint with the Better Business Bureau. As soon as I receive the credit, I plan to cancel my account with them.

Katiemom
San Diego, California
U.S.A.