h2g2 The Hitchhiker's Guide to the Galaxy: Earth Edition

July 3, 2007
Dear Earthlink:

I am disputing any charges ascribed to me after January 20, 2007.

Roughly January of 2007, I made several attempts to cancel my Mindspring account via phone but was only able to reach an automated phone answering system, and was informed by that system that all it's agents were busy, and was directed to the Earthlink website, which had no means of canceling service. I tried for several days without success. I sent a letter to Earthlink asking to cancel service. About this time, my credit card was canceled by the issuer due to the TMAX indentity theft case. I did not feel any need to update your billing system because I believed that my service was canceled.

Around March I received a bill from Earthlink. I returned the bill with a clear statement that I had canceled service. I attempted to call Earthlink again, but again was unable to reach a person that could cancel me via phone.

By May 2007, I noticed that my Earthlink account was still active, and tried to call again. I was able to get through, after a tense conversation that tried to sidetrack me from canceling and being hung up upon by the Earthlink phone agent my service was finally canceled. The phone agent informed me that written requests to cancel service had to be sent by registered mail, which was not part of any agreement I made with Mindspring, and was not clear from any Earthlink website that I consulted.

I have sent two written requests to cancel service, made numerous attempts to call and cancel service, and suspended payment. I believe Earthlink is negligent:

By not providing reasonable methods of canceling service,

By using diversionary tactics that make phone cancellation difficult, as well as using phone agents that attempt to dissuade the caller from cancellation.

By continuing to charge for a service that is no longer being paid for, beyond the 30 day advance payment. Your willingness to continue charging is predatory and bad business practice.

By requiring that mail cancellation be sent via registered letter.

I was a Mindspring account user before that Earthlink merger/buyout, and have been a good customer for over seven years. I only maintained a 9.95 a month account to occasionally check my e-mail and used the internet when I traveled. It no longer served any purpose, so I canceled it.

I expect that Earthlink will dismiss any further eroneous claims of debt against me.