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Earthlink / Directway Satellite Service - trouble with cancellation of service - trying to get refund

Posted on Saturday, June 1st, 2002 at 12:00am CDT by 62f389ec

Company: Earthlink / Directway Satellite Service - trouble with cancellation of service - trying to get refund

Category: Other

# 29 for May 31, 2002

Complaints.com received the following consumer message on May 30, 2002:

From: JD Biros [COMPLAINTS.COM_FORM_MAIL_27104#]

RE: Earthlink / Directway Satellite Service - trouble with cancellation of service - trying to get refund

I originally ordered Earthlink/Directway Satellite Service on 4/2/2002. After several days I changed my mind and wanted to order the DirectDuo dish so that I would only have one satellite dish. On 4/9/2002 I called in and the original order was cancelled and I was transferred immediately to the sales department and I placed a new order for the DirectDuo dish. On 4/16/2002 I called into the customer service department and inquired about my order because I had not heard from an installer yet. The customer service rep 'Mark' could not find my order. He called me back later that afternoon and told me that an installer/rep would call me back the next day. I waited around the house the entire day of

4/17/2002. When I did not receive a phone call by 3:00 PM I called back into customer service. Again, the customer service rep had trouble finding my order. I was told that my order had been re-loaded into the system and that it would be another 3 to 5 business days before an installer called me. During this time I had been sending several Emails to Earthlink/Satellite/DSL in which they told me that it was my fault that they had messed up my order. Pretty insulting, considering the installation and equipment was $758.00. On 4/23/2002 I received a phone call from Earthlink. The order was cancelled by Earthlink on 4/23/2002 because they did not have an installer that could come to my home area. They gave me a cancellation number which was #38301942. On 4/24/2002 Earthlink charged my credit card for $758.26. When I got my credit card statement I noticed that this charge was on there, they had charged my credit card the same day they cancelled the order. On 5/3/2002 I called in to Earthlink about the credit card charge and they said they would refund the $758.26 and that it would take 3-6 business days to post to my account, the confirmation number was #38829397. On 5/8/2002 I called Earthlink again and talked to 'Vlad' and he told me that the refund had not been processed that he had to get a supervisor's approval and he told me that he would take care of this refund. The confirmation number for this conversation was #39071277. On 5/21/2002 my refund was still not posted to my credit card. I called back in to Earthlink and talked to Richie, a department supervisor, on 5/21/2002 he told me he would expedite my refund and that it would take 3-6 business days to post to my account the confirmation number for this conversation was #39554069. On 5/30/2002 I checked my credit card account again and the $758.26 refund was still not posted. I called back in to Earthlink and talked to Richie again and he told me that it would take another 7 to 10 business days and he gave me a confirmation number of #39941963. It has been over a month and I still have not received my refund. I did not receive any equipment or Directway Satellite service from Earthlink. I am extremely angry over these incidents and will be canceling my dial-up account with Earthlink. I have also filed a complaint with the Better Business Bureau. Betty Biros

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