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TEXT OF THE EXCHANGE
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9/25/2002

FullAudio will begin to charge your credit card for the fees with the Plan that is part of the free trial when the free trial Unless you cancel your service before that time, your membership service will continue automatically on a month-to-month basis. plans and fees are subject to change, complete terms and conditions accessible from the free trial sign up page. The EarthLink Digital Subscription Service is powered by FullAudio?.

the e-mail arrived in very small print. it said:

FullAudio will begin to charge your credit card for the fees with the Plan that is part of the free trial when the free trial Unless you cancel your service before that time, your membership service will continue automatically on a month-to-month basis. plans and fees are subject to change, complete terms and conditions accessible from the free trial sign up page. The EarthLink Digital Subscription Service is powered by FullAudio?.


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Issue: Billing Question
Detailed Issue: What comes with my plan?

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earthlink:
what is this full audio that i am going to be billed for?
please tell me what is going on in that really small print
thank you
J>

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9/25/2002

Dear John Douglas,

Thank you for contacting us.
Thanks for your interest in our new music services that can be added to
your existing account! For the most extensive information and in order to
sign up for the service, please visit:
http://www.earthlink.net/music/digitalmusic/
We have automated tools for your account management available at:
http://support.earthlink.net
(Also accessible from the "Support" link on the top right of your Personal
Start Page.)
If you need further assistance you can also contact us via chat at:
http://support.earthlink.net/chat 7 a.m. to 2:45 a.m. (EST) 7 days a week.

Priscilla J.
Electronic Support
EarthLink, Inc.
Why Wait? Move to EarthLink.
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Priscilla J.

I DO NOT want FullAudio
as it " will begin to charge 'my' credit card for the fees "

i don't want the music thing

thank you ... John D.

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9/25/2002

Dear John Douglas,

Thank you for contacting us.
Unfortunately, we cannot cancel that service for you.
You would need to cancel it using the digital music interface.
Here is how to cancel the service:
Open the Digital Music interface.
Click the Subscription Service button.
Click on Help tab.
Under Your Service click "Your Account".
Select the "How do I cancel my account?" link.
Click the "please click here" link and the account will be canceled at the
end of your billing cycle.
We have automated tools for your account management available at:
http://support.earthlink.net
(Also accessible from the "Support" link on the top right of your Personal
Start Page.)
If you need further assistance you can also contact us via chat at:
http://support.earthlink.net/chat 7 a.m. to 2:45 a.m. (EST) 7 days a week.

Caryn A.
Electronic Support
EarthLink, Inc.
Why Wait? Move to EarthLink.

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dear Caryn A.

will you please turn it off.....

i didn't turn it on

and i am not going to pay for something i didn't order

or for that matter want....

what is going on?

am i missing something?

thank you.... John D.

wait a minute....
am i understanding you right?
you want me to go to some web site
and do this and do that for something you're going to bill me for if i don't
do this thing you're now explaining that i have to do?
hmmmmm ?????

is this true?

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9/26/2002
Dear Valued Customer,

Thank you for contacting us.
At this time, EarthLink does not accept email cancellations of service.
The reason for this is to protect our members from fraudulent changes to
their account.
If you would like to cancel your Earthlink Digital Music subscription, you
may do so online via the EDM Client.
Please note that the account will remain active until the end of the
billing cycle and then will be automatically be cancelled.
1. Click the Subscription Service button
2. Click on Help tab
3. Under Your Service click "Your Account"
4. Select the "How do I cancel my account?" link
5. Click the "please click here" link and the account will be cancelled at
the end of your billing cycle.
We have automated tools for your account management available at:
http://support.earthlink.net
(Also accessible from the "Support" link on the top right of your Personal
Start Page.)
If you need further assistance you can also contact us via chat at:
http://support.earthlink.net/chat 7 a.m. to 2:45 a.m. (EST) 7 days a week.

Sincerely,
Chris D.
Electronic Support
EarthLink, Inc.
Why Wait? Move to EarthLink.

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Chris D.
Electronic Support
EarthLink, Inc.
Why Wait? Move to EarthLink

wait a minute....
am i understanding you right?
you want me to go to some web site
and do this and do that for something your going to bill me for if i don't
do this thing you're now explaining that i have to do?
hmmmmm ?????

is this true?

hopefully yours.... J>

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Subject: Re: is this true? (KMM27623333V94656L0KM)
From: "service@earthlink.net" <service@earthlink.net>
Reply-To: "service@earthlink.net" <service@earthlink.net>

Dear John Douglas,

Thank you for contacting us.
No , you cancel the account through the digital music software.
If you have uninstalled the software, you will need to call us at 1-800-719-4660 to cancel the account.
We have automated tools for your account management available at:
http://support.earthlink.net
(Also accessible from the "Support" link on the top right of your Personal Start Page.)
If you need further assistance you can also contact us via chat at:
http://support.earthlink.net/chat 7 a.m. to 2:45 a.m. (EST) 7 days a week.

Josh L.
Electronic Support
EarthLink, Inc.
Why Wait? Move to EarthLink.

(CONTINUED)after quite sometime, i received a phone call from earthlink, out of the blue. they said that they were just calling to monitor service and just wanted to know how things were going. well, that certainly provided a an opportunity to speak to someone... a real person... on the phone. wow. to make the story short, after some hemming and hawing, denying that such a thing could happen... they finally got back to me and said that they had discovered that somehow, accidentally, they had mailed out about 150 e-mails... like the one i had received. they had realized their mistake and corrected the problem.... yeah right... and said that if i wasn't satisfied they wouold give me their legal department's phone number.


RESPONSE | GOOD_DAY

 

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