Complaint / review text:
I have been a customer of Earthlink for 10 years.in February, 2007, I noticed a monthly charge of $5.95 had been added to my Earthlink invoice and charged to my credit card.
I did not ask for nor authorize this additional charge. I was told by Earthlink that the charge was for Norton Anti Virus (which I did not authorize, want, need nor use). The rep said no problem, the charge would be taken off my account.
Then, in April, I noticed MORE Norton Anti Virus charges! I have a transcript with Deena S. Stating that when I called to cancel the Norton in Feb., the agent added another Norton charge. I asked her to remove it and credit my account, which she did. I then asked how it could have gotten added back on and she said she did not know.
I have recently noticed ANOTHER Norton Anti Virus charge of $5.95/month was added to my account starting in July!!! I have a live chat transcript with the supervisor, Savio. He, at first, DENIED there were any notes from my calls earlier in the year! He said there would be no credit.
Later, he admitted there were notes, the agent did cancel the Norton and did credit my account, then readded the Norton AGAIN! That's three times now in one year's time. Savio refused to credit me for this clear error on Earthlink's part (he eventually said he could credit me for $5.95).
I've paid $47.60—the THIRD time around! And the supervisor could give me NO idea of why or how this charge keeps getting added to my invoice...
I am REALLY curious how many Earthlink customers have not even noticed this small $5.95 charge on their credit cards that they did not authorize???