Well, I may be off line for awhile.
When I got that email saying that my account had been canceled I logged into "MyAccount" on the Earthlink webmail page. That I could log into it was a good sign. However, when I attempted to check my billing information I noticed that it was asking me to sign in using "jkreps@earthlink.net", not "greygeek77@earthlink.net". I couldn't view the info because none of my normally used passwords would work. I suspected that the support person I talked to last night, got a case of the Earthlink fuzzy brain and marked my account canceled, even though cautioned her against telling anyone to do anything to my account.
So, I made a BIG MISTAKE. I contacted "support" using the chat link on my MyAccount page.
So, after a week and a half of begging me to cancel the account I had to go through Hell to establish, I gave in. Today I am canceling my Earthlink account and going to search for another vendor.
When I got that email saying that my account had been canceled I logged into "MyAccount" on the Earthlink webmail page. That I could log into it was a good sign. However, when I attempted to check my billing information I noticed that it was asking me to sign in using "jkreps@earthlink.net", not "greygeek77@earthlink.net". I couldn't view the info because none of my normally used passwords would work. I suspected that the support person I talked to last night, got a case of the Earthlink fuzzy brain and marked my account canceled, even though cautioned her against telling anyone to do anything to my account.
So, I made a BIG MISTAKE. I contacted "support" using the chat link on my MyAccount page.
Please hold for the next available agent. Your chat should begin in approximately 0 minutes. You may type your question while you wait, but you won’t be able to SEND it until your chat is assigned to an agent.
'Austin K' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
Austin K: My name is Austin K, How may I help you today ?
greygeek77@earthlink.net: Hi Austin. I am logged into MyAccount. My email address is greygeek77@earthlink.net. However, when I click on billing info or other links it asks me to sign in using "jkreps@earthlink.net", which is not correct.
Austin K: Let me check this for you.
greygeek77@earthlink.net: I should add that MyAccount and access to the sub links were working before today.
Austin K: To proceed further, I need to verify your account.
greygeek77@earthlink.net: Ok, My first pet's name is ******
Austin K: May I know the last 7 digits of the cable account number ?
greygeek77@earthlink.net: *********** is the entire account number
Austin K: I am sorry, that does not match with our records.
greygeek77@earthlink.net: You are not as sorry as I am.
greygeek77@earthlink.net: What seems to be the problem now.
Austin K: May I know the name, address, phone number and contact Email address to verify the account ?
greygeek77@earthlink.net: Jerry L Kreps
greygeek77@earthlink.net: 3821 Eagle Ridge Road, Apt 26
greygeek77@earthlink.net: 402-429-4555
Austin K: Please provide me complete address and contact Email address to verify.
greygeek77@earthlink.net: greygeek77@earthlink.net
greygeek77@earthlink.net: Oh, Lincoln, NE 68516-7029
Austin K: Thank you.
Austin K: I am sorry the contact Email address does not match with our records.
Austin K: Could you recheck it again ?
greygeek77@earthlink.net: I am chatting with you from my Earthlink connectin as we type. I just got nearly a dozen emails from my Earthlink email. I believe that you have the wrong account on your display terminal. My service started on 11/18/13
Austin K: Okay. But the contact Email address does not match with our records.
greygeek77@earthlink.net: BTW, you DO notice the lable on my communication tags, don't you?
Austin K: So please provide me with the contact Email address which you have updated on the account.
Austin K: So that I can verify the account.
Austin K: I am sorry.
greygeek77@earthlink.net: THAT'S the problem, Austin. When I tried to check my billing status this morning it showed "jkreps@earthlink.net".
Austin K: Please provide me with the contact Email address which you have updated on the account.
Austin K: Okay.
Austin K: Please provide me with the contact Email address which you have updated on the account.
greygeek77@earthlink.net: "jkreps@earthlink.net" is NOT my email address.
Austin K: Please provide me with the contact Email address which is listed on the account.
Austin K: Please provide me with the contact Email address which is listed on the account.
greygeek77@earthlink.net: I just did. Am I connected to a real person?
Austin K: Yes.
Austin K: Could you please confirm it again ?
greygeek77@earthlink.net: OK, Let me sum things up for you.
Austin K: This is for your security reason why we do not proceed further without verifying the account.
greygeek77@earthlink.net: On Friday, 11/11/13, I chatted with "Allen S" about an Earthlink 15Mb connection to replace my Windstream accouht.
Austin K: So I would request you to confirm the contact Email address which is listed on the account.
greygeek77@earthlink.net: Please connect me with your supervisor.
Austin K: I will try my best to assist you.
Austin K: This is for your security reason why we do not proceed further without verifying the account.
Austin K: So I would request you to confirm the contact Email address once again which is listed on the account.
greygeek77@earthlink.net: Your best is not good enough. What account is my email address, "greygeek77@earthlink.net" connected to?
Austin K: Once the account is verified then we will be able to provide you with the account details.
Austin K: So I would request you to confirm the contact Email address once again which is listed on the account.
greygeek77@earthlink.net: What account is my phone number 402-429-4555 connected to?
Austin K: Once the account is verified then we will be able to provide you with the account details.
greygeek77@earthlink.net: What happen to the account number given to me by when my accoungt was set up?
Austin K: We will not be able to provide any Information until the account is verified.
greygeek77@earthlink.net: Just a second. I'll give you the chat log with "Allen S".
Austin K: We need to verify the account to provide with your account details.
Austin K: We cannot verify the account with the chat log.
greygeek77@earthlink.net: Better yet, here is the chat with "Michelle", made a day or two ago.
greygeek77@earthlink.net: Ok. Let's start over.
greygeek77@earthlink.net: My name is Jerry L Kreps
greygeek77@earthlink.net: My address is 3821 Eagle Ridge Rd, apt 26
Austin K: Okay.
greygeek77@earthlink.net: My first pet's name is ******
greygeek77@earthlink.net: The phone number associated with my account is 402-429-4555
greygeek77@earthlink.net: Oh, the town is Lincoln, NE 68516
Austin K: Thank you.
Austin K: Please provide me the contact Email address listed on the account.
Austin K: Are we still connected ?
Austin K: We need the contact Email address listed on the account to verify the account.
greygeek77@earthlink.net: The correct email address is shown in my tag on this chat. greygeek77@earthlink.net. Let me repeat. I can log into my webmail account ("MyAccount") with my correct email addr and my password and I can view and edit the main account page. BUT, when I attempt to look at the billing or other info on the links at the right side, the next page, which is another sign in page, shows "jkreps@earthlink.net", NOT "greygeek77@earthlink.net". That is what I am trying to fix.
Austin K: Correct.
greygeek77@earthlink.net: opps -- links on the left sude
Austin K: I understand your concern.
Austin K: But may I know the contact Email address listed on the account.
Austin K: Which might be the correct one or the wrong one.
greygeek77@earthlink.net: It isn't a "concern", it is a serious problem.
Austin K: Yes. I understand.
Austin K: May I know the contact Email address listed on the account ?
greygeek77@earthlink.net: How about I give you a copy of the email I got this morning that may be at the root of the problem:
greygeek77@earthlink.net:
EarthLink Account Cancellation Confirmation
From: service@earthlink.net To: greygeek77@gmail.com
Dear Jerry Kreps,
We're sorry that you decided to cancel your EarthLink account.
We've enjoyed serving you, and hope you consider EarthLink for your future communication needs.
Please read below for information about your cancellation.
************************* CANCELLATION CONFIRMATION *************************
On 10/23/13, you requested to cancel the following service(s) for account number **********:
SERVICE SERVICE END DATE Premium Mail 10/23/2013
Austin K: I am sorry.
greygeek77@earthlink.net: Do you notice the address. THAT is my email address, and before I talked with you there didn't seem to be a problem with it.
Austin K: We will not be able to provide any Information without verifying the account.
greygeek77@earthlink.net: Now, to make things clear, I DID NOT CANCEL MY EARTHLINK SERVICE.
Austin K: Okay.
Austin K: Once you provide us with the contact Email address which is listed on the account.
Austin K: Then we can verify the account.
greygeek77@earthlink.net: Austin. I had an account with Earthlink four years ago, from 2008 to 2012. I dropped it because when I tried to transfer it to my new address I was told that Earthlink didn't serve this area. So I went with Windstream. I didn't like ADSL service so I went searching and discovered Earthlink did offer service. I switched to Earthlink and on 11/18/13 an Earthlink cable modem was installed here. I think you may have my old account info.
Austin K: And I can assist you with your Issue.
Austin K: May I know the contact Email address listed on the account ?
greygeek77@earthlink.net: Look in the chat log above.
greygeek77@earthlink.net: My account number is ************
Austin K: I am sorry, that contact Email address does not match with our records.
Austin K: We will not be able to verify the account with account number.
Austin K: We just need the contact Email address to verify the account.
greygeek77@earthlink.net: You are looking at my old account records from several years ago. Search for the account number I gave you.
greygeek77@earthlink.net: Or, search for the records associated with my email addres: greygeek77@earthlink.net
Austin K: I am sorry the account number ********** which you have provided is Inactive.
greygeek77@earthlink.net: Your AR department doesn't seem to have any problems connecting me with my account so they can send me two bills in two week.s get the info from them.
Austin K: We are able to pull up the account with greygeek77@earthlink.net
greygeek77@earthlink.net: That's the damn problem. IT IS NOT INAACTIVE. I've run into this problem before.
greygeek77@earthlink.net: I DID NOT ask to cancel my newly established account.
Austin K: I wish I could help you out, but this is something out of my support, I hope you understand.
greygeek77@earthlink.net: Just a second.
Austin K: Okay.
Austin K: Sure.
greygeek77@earthlink.net: Here is a chat I had with Gordon Fernandez a few days ago:
...... snip a lot of chat with "Gordon Fernandez", which is posted in a prev msg.....
Austin K: Okay.
Austin K: The account number which you have provided is Inactive that is *************
Austin K: We are able to pull up the other account with greygeek77@earthlink.net
Austin K: So once we verify the account then we can check for the account details.
greygeek77@earthlink.net: On your screen it may be, but I am currently enjoying my connection right now and chatting with you. IF it is "inactive" how can I do that?
Austin K: We are able to pull up the other account.
Austin K: We need to verify that account now.
Austin K: So I would request you to provide me with the contact email address listed on that account.
Austin K: So that I can verify the account and then check with your Issue.
greygeek77@earthlink.net: Which account. I have given you the correct info for the account that was established last Friday at leat three times.
greygeek77@earthlink.net: Check the name tag on this chat. It's my email address
Austin K: The account which we are able to pull up is with this Email address greygeek77@earthlink.net
Austin K: So we need to verify this account now.
Austin K: We need the contact Email address to verify the account.
greygeek77@earthlink.net: Contact email address? I don't understand.
Austin K: The contact Email address which is listed on the account.
greygeek77@earthlink.net: The only other email address I use is greygeek77@GMAIL.COM
Austin K: I am sorry, that does not match with our records.
Austin K: Could you provide all the Email addresses which you guess it as contact Email address ?
greygeek77@earthlink.net: The email address that is shown when I attempt to log into the billing section of MyAccount is jkreps@earthlink.net
Austin K: So that I can check with them.
Austin K: Okay.
Austin K: Could you provide all the Email addresses which you guess it as contact Email address ?
greygeek77@earthlink.net: I don't kniow how that jkreps@earthlink.net got there. It is not familiar to me. THAT is what I am trying to change.
Austin K: Please type the contact Email address which is listed on the account.
greygeek77@earthlink.net: Your billing department doesn't have any problem using greygeek77@earthlink.net to send me bills.
Austin K: Could you provide all the Email addresses which you guess it as contact Email address on the account ?
greygeek77@earthlink.net: Who else can I talk to who is better able to resolve this problem.
Austin K: I will go ahead and transfer the chat to our supervisor. Please stay connected for three minutes while I transfer the chat.
Please wait while I transfer the chat to 'Gary D'.
'Gary D' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
Gary D: I will be glad to assist you with your issue.
Gary D: Hello, I see that you have been chatting with our agent. Please give me a moment to review the chat so far.
greygeek77@earthlink.net: Ok
Gary D: Thank you
greygeek77@earthlink.net: You won't belive the problems I have had with this account.
Gary D: OKay
greygeek77@earthlink.net: The info I gave Austin is correct for the account I am currently using.
Gary D: I understand that you wish to update greygeek77@earthlink.net on the acount
greygeek77@earthlink.net: No.
Gary D: Okay
Gary D: Please give me two mintues while I go through the chat conversation
greygeek77@earthlink.net: greygeek77@earthlink.net has always been my email address since I contracted for the account with "Allen S". Allen, on the otherhand, didn't know what he was selling and sold me a "Max" account with a 15Mb connection speed. That has been the source of an endless stream of problems which led to me begging for 7 days for someone to make a connection appointment. Last THursday, someone finally did. and at 8AM the install person failed to show. Yet another round of phone menu hell resulted in an installer comming out at 11AM Friday to install the cable modem.
Gary D: Okay
greygeek77@earthlink.net: Yesterday I got an email bill for $59.99
Gary D: I understand that you have logged in the myaccount.page with greygeek77@earthlink.net
greygeek77@earthlink.net: I am currently logged into it now.
Gary D: But it is asking you to login in billing information with some other email address
greygeek77@earthlink.net: YES! You get it! Thank you!
Gary D: Okay
greygeek77@earthlink.net: That problem arose just this morning. It has worked since last Friday.
greygeek77@earthlink.net: I got a call from an Earthink rep in India last night.
Gary D: Okay.
Gary D: Let us verify the account.
greygeek77@earthlink.net: My first pet's name is **********
Gary D: that is not listed .
Gary D: May I know your Name on the account , street address, telephone number contact email address listed on the account?
greygeek77@earthlink.net: Ya, I know. Apparently all the info on my ************* account has been wiped out.
greygeek77@earthlink.net: I tell you what. YOU call me on the phone listed in my account: 402-429-4555 and let's talk.
Gary D: The account you have provided is in inactivate status
Gary D: I am sorry I do no have the access to speak over phone since I am from live chat However you can call Earthlink customer service at 888-3
Gary D: AT 888-327-8454
greygeek77@earthlink.net: It has had that status a couple times. The log above shows a chat with "Gordon Fernedez" who claimed the same thing, but he reactivated it. Then, "Paul D" in billing claimed it
greygeek77@earthlink.net: Phone menu hell again, heh?
Gary D: Okay I understand but We cannot share the account information without account verfication.
greygeek77@earthlink.net: This is fruitless. I guess my only option is to cancel my account and seek service with another vendor.
Gary D: Please provide me your Name on the account, street address telephone number with contact email address listed on the account for account verfication purpose.
greygeek77@earthlink.net: It's in the chat log above. I am not going to type it in for the 5th time.
greygeek77@earthlink.net: It's time to say good bye.
Gary D: I am checking it
Gary D: Could you please confirm the contact email address listed on the accoun.
Gary D: Not to rush you, but I haven't had a response from you. Are we still connected?
greygeek77@earthlink.net: This problem was escalated when I got a bill for $59.99 on a service which as sold to me at $29.99, free installation. When I chatted and called about it I was informed that "someone" used the wrong code. Apparently "Allen S" used the code for the "Max" service,..
greygeek77@earthlink.net: when he should have used the code for the standard service, which I am using as we chat.
Gary D: Okay I sincerly, apologize for the inconvenience caused to you
greygeek77@earthlink.net: BUT, someone claimed that the charge was for "PREMIUM" mail service and to fix the problem they had to communicate with TimeWarner.
Gary D: Okay
Gary D: Could you please confirm the contact email address listed on the account.
greygeek77@earthlink.net: Last night an Earthlink REP called and asked if my problems were resolved. I told her yes, but what ever she does do NOT change mey account. Apparently she did. I got an email this morning saaying they are sorry that I canceled my account. I didn't cancel it. Earthlink's right hand doesnt know what its left hand is doing.
Gary D: Okay.
Gary D: I will provide you the account information after the account verfication
Gary D: Please provide me the contact email address listed on the file.
greygeek77@earthlink.net: Can you read my email tag on this chat?
Gary D: Yes.
greygeek77@earthlink.net: When I try to examine anything on my account it asked me to log in using "jkreps@earthlink.net", which is not correct
greygeek77@earthlink.net: and didn't used to be that. It was changed by someone yesterday.
Gary D: Okay Is bertiep44@earthlink.net or greygeek77@earthlink.net is the contact email address.
Gary D: Okay can you confirm which contact email address listed on the file
greygeek77@earthlink.net: The first one you list is not familiar to me. I do not know who that one is.
greygeek77@earthlink.net: I think your db is corrupted.
greygeek77@earthlink.net: hello?
Gary D: I am here.
Gary D: Which email address is listed as the contact email address is bertiep44@earthlink.net or
Gary D: greygeek77@earthlink.net
greygeek77@earthlink.net: The first email address has NOTHING to do with my account. I've never heard of it. See my name tag on this chat. THAT is the address to which my email comes and it is the address that "Allen S" assigned to me when we contracted for this account. I have no clue about the other one, unless Earthlink has been hacked.
Gary D: okay
Gary D: I apologize, but unfortunately without proper verification, I can not release or make changes to your account information. This security verification is for your account protection. If you call into EarthLink's customer service at 1-888 327 8454 working hours Mon-Fri 8a - 11p Eastern Time Sat & Sun - 8a - 10p Eastern Time , they have other methods of verifying the account that I don't have access to.
greygeek77@earthlink.net: I'll bet you I can cancel this account "without proper verification". Good bye.
Gary D: Okay
Gary D: You're welcome and thank you for using EarthLink LiveChat. Should you need further assistance, please feel free to contact us again.
'Austin K' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
Austin K: My name is Austin K, How may I help you today ?
greygeek77@earthlink.net: Hi Austin. I am logged into MyAccount. My email address is greygeek77@earthlink.net. However, when I click on billing info or other links it asks me to sign in using "jkreps@earthlink.net", which is not correct.
Austin K: Let me check this for you.
greygeek77@earthlink.net: I should add that MyAccount and access to the sub links were working before today.
Austin K: To proceed further, I need to verify your account.
greygeek77@earthlink.net: Ok, My first pet's name is ******
Austin K: May I know the last 7 digits of the cable account number ?
greygeek77@earthlink.net: *********** is the entire account number
Austin K: I am sorry, that does not match with our records.
greygeek77@earthlink.net: You are not as sorry as I am.
greygeek77@earthlink.net: What seems to be the problem now.
Austin K: May I know the name, address, phone number and contact Email address to verify the account ?
greygeek77@earthlink.net: Jerry L Kreps
greygeek77@earthlink.net: 3821 Eagle Ridge Road, Apt 26
greygeek77@earthlink.net: 402-429-4555
Austin K: Please provide me complete address and contact Email address to verify.
greygeek77@earthlink.net: greygeek77@earthlink.net
greygeek77@earthlink.net: Oh, Lincoln, NE 68516-7029
Austin K: Thank you.
Austin K: I am sorry the contact Email address does not match with our records.
Austin K: Could you recheck it again ?
greygeek77@earthlink.net: I am chatting with you from my Earthlink connectin as we type. I just got nearly a dozen emails from my Earthlink email. I believe that you have the wrong account on your display terminal. My service started on 11/18/13
Austin K: Okay. But the contact Email address does not match with our records.
greygeek77@earthlink.net: BTW, you DO notice the lable on my communication tags, don't you?
Austin K: So please provide me with the contact Email address which you have updated on the account.
Austin K: So that I can verify the account.
Austin K: I am sorry.
greygeek77@earthlink.net: THAT'S the problem, Austin. When I tried to check my billing status this morning it showed "jkreps@earthlink.net".
Austin K: Please provide me with the contact Email address which you have updated on the account.
Austin K: Okay.
Austin K: Please provide me with the contact Email address which you have updated on the account.
greygeek77@earthlink.net: "jkreps@earthlink.net" is NOT my email address.
Austin K: Please provide me with the contact Email address which is listed on the account.
Austin K: Please provide me with the contact Email address which is listed on the account.
greygeek77@earthlink.net: I just did. Am I connected to a real person?
Austin K: Yes.
Austin K: Could you please confirm it again ?
greygeek77@earthlink.net: OK, Let me sum things up for you.
Austin K: This is for your security reason why we do not proceed further without verifying the account.
greygeek77@earthlink.net: On Friday, 11/11/13, I chatted with "Allen S" about an Earthlink 15Mb connection to replace my Windstream accouht.
Austin K: So I would request you to confirm the contact Email address which is listed on the account.
greygeek77@earthlink.net: Please connect me with your supervisor.
Austin K: I will try my best to assist you.
Austin K: This is for your security reason why we do not proceed further without verifying the account.
Austin K: So I would request you to confirm the contact Email address once again which is listed on the account.
greygeek77@earthlink.net: Your best is not good enough. What account is my email address, "greygeek77@earthlink.net" connected to?
Austin K: Once the account is verified then we will be able to provide you with the account details.
Austin K: So I would request you to confirm the contact Email address once again which is listed on the account.
greygeek77@earthlink.net: What account is my phone number 402-429-4555 connected to?
Austin K: Once the account is verified then we will be able to provide you with the account details.
greygeek77@earthlink.net: What happen to the account number given to me by when my accoungt was set up?
Austin K: We will not be able to provide any Information until the account is verified.
greygeek77@earthlink.net: Just a second. I'll give you the chat log with "Allen S".
Austin K: We need to verify the account to provide with your account details.
Austin K: We cannot verify the account with the chat log.
greygeek77@earthlink.net: Better yet, here is the chat with "Michelle", made a day or two ago.
greygeek77@earthlink.net: Ok. Let's start over.
greygeek77@earthlink.net: My name is Jerry L Kreps
greygeek77@earthlink.net: My address is 3821 Eagle Ridge Rd, apt 26
Austin K: Okay.
greygeek77@earthlink.net: My first pet's name is ******
greygeek77@earthlink.net: The phone number associated with my account is 402-429-4555
greygeek77@earthlink.net: Oh, the town is Lincoln, NE 68516
Austin K: Thank you.
Austin K: Please provide me the contact Email address listed on the account.
Austin K: Are we still connected ?
Austin K: We need the contact Email address listed on the account to verify the account.
greygeek77@earthlink.net: The correct email address is shown in my tag on this chat. greygeek77@earthlink.net. Let me repeat. I can log into my webmail account ("MyAccount") with my correct email addr and my password and I can view and edit the main account page. BUT, when I attempt to look at the billing or other info on the links at the right side, the next page, which is another sign in page, shows "jkreps@earthlink.net", NOT "greygeek77@earthlink.net". That is what I am trying to fix.
Austin K: Correct.
greygeek77@earthlink.net: opps -- links on the left sude
Austin K: I understand your concern.
Austin K: But may I know the contact Email address listed on the account.
Austin K: Which might be the correct one or the wrong one.
greygeek77@earthlink.net: It isn't a "concern", it is a serious problem.
Austin K: Yes. I understand.
Austin K: May I know the contact Email address listed on the account ?
greygeek77@earthlink.net: How about I give you a copy of the email I got this morning that may be at the root of the problem:
greygeek77@earthlink.net:
EarthLink Account Cancellation Confirmation
From: service@earthlink.net To: greygeek77@gmail.com
Dear Jerry Kreps,
We're sorry that you decided to cancel your EarthLink account.
We've enjoyed serving you, and hope you consider EarthLink for your future communication needs.
Please read below for information about your cancellation.
************************* CANCELLATION CONFIRMATION *************************
On 10/23/13, you requested to cancel the following service(s) for account number **********:
SERVICE SERVICE END DATE Premium Mail 10/23/2013
Austin K: I am sorry.
greygeek77@earthlink.net: Do you notice the address. THAT is my email address, and before I talked with you there didn't seem to be a problem with it.
Austin K: We will not be able to provide any Information without verifying the account.
greygeek77@earthlink.net: Now, to make things clear, I DID NOT CANCEL MY EARTHLINK SERVICE.
Austin K: Okay.
Austin K: Once you provide us with the contact Email address which is listed on the account.
Austin K: Then we can verify the account.
greygeek77@earthlink.net: Austin. I had an account with Earthlink four years ago, from 2008 to 2012. I dropped it because when I tried to transfer it to my new address I was told that Earthlink didn't serve this area. So I went with Windstream. I didn't like ADSL service so I went searching and discovered Earthlink did offer service. I switched to Earthlink and on 11/18/13 an Earthlink cable modem was installed here. I think you may have my old account info.
Austin K: And I can assist you with your Issue.
Austin K: May I know the contact Email address listed on the account ?
greygeek77@earthlink.net: Look in the chat log above.
greygeek77@earthlink.net: My account number is ************
Austin K: I am sorry, that contact Email address does not match with our records.
Austin K: We will not be able to verify the account with account number.
Austin K: We just need the contact Email address to verify the account.
greygeek77@earthlink.net: You are looking at my old account records from several years ago. Search for the account number I gave you.
greygeek77@earthlink.net: Or, search for the records associated with my email addres: greygeek77@earthlink.net
Austin K: I am sorry the account number ********** which you have provided is Inactive.
greygeek77@earthlink.net: Your AR department doesn't seem to have any problems connecting me with my account so they can send me two bills in two week.s get the info from them.
Austin K: We are able to pull up the account with greygeek77@earthlink.net
greygeek77@earthlink.net: That's the damn problem. IT IS NOT INAACTIVE. I've run into this problem before.
greygeek77@earthlink.net: I DID NOT ask to cancel my newly established account.
Austin K: I wish I could help you out, but this is something out of my support, I hope you understand.
greygeek77@earthlink.net: Just a second.
Austin K: Okay.
Austin K: Sure.
greygeek77@earthlink.net: Here is a chat I had with Gordon Fernandez a few days ago:
...... snip a lot of chat with "Gordon Fernandez", which is posted in a prev msg.....
Austin K: Okay.
Austin K: The account number which you have provided is Inactive that is *************
Austin K: We are able to pull up the other account with greygeek77@earthlink.net
Austin K: So once we verify the account then we can check for the account details.
greygeek77@earthlink.net: On your screen it may be, but I am currently enjoying my connection right now and chatting with you. IF it is "inactive" how can I do that?
Austin K: We are able to pull up the other account.
Austin K: We need to verify that account now.
Austin K: So I would request you to provide me with the contact email address listed on that account.
Austin K: So that I can verify the account and then check with your Issue.
greygeek77@earthlink.net: Which account. I have given you the correct info for the account that was established last Friday at leat three times.
greygeek77@earthlink.net: Check the name tag on this chat. It's my email address
Austin K: The account which we are able to pull up is with this Email address greygeek77@earthlink.net
Austin K: So we need to verify this account now.
Austin K: We need the contact Email address to verify the account.
greygeek77@earthlink.net: Contact email address? I don't understand.
Austin K: The contact Email address which is listed on the account.
greygeek77@earthlink.net: The only other email address I use is greygeek77@GMAIL.COM
Austin K: I am sorry, that does not match with our records.
Austin K: Could you provide all the Email addresses which you guess it as contact Email address ?
greygeek77@earthlink.net: The email address that is shown when I attempt to log into the billing section of MyAccount is jkreps@earthlink.net
Austin K: So that I can check with them.
Austin K: Okay.
Austin K: Could you provide all the Email addresses which you guess it as contact Email address ?
greygeek77@earthlink.net: I don't kniow how that jkreps@earthlink.net got there. It is not familiar to me. THAT is what I am trying to change.
Austin K: Please type the contact Email address which is listed on the account.
greygeek77@earthlink.net: Your billing department doesn't have any problem using greygeek77@earthlink.net to send me bills.
Austin K: Could you provide all the Email addresses which you guess it as contact Email address on the account ?
greygeek77@earthlink.net: Who else can I talk to who is better able to resolve this problem.
Austin K: I will go ahead and transfer the chat to our supervisor. Please stay connected for three minutes while I transfer the chat.
Please wait while I transfer the chat to 'Gary D'.
'Gary D' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
Gary D: I will be glad to assist you with your issue.
Gary D: Hello, I see that you have been chatting with our agent. Please give me a moment to review the chat so far.
greygeek77@earthlink.net: Ok
Gary D: Thank you
greygeek77@earthlink.net: You won't belive the problems I have had with this account.
Gary D: OKay
greygeek77@earthlink.net: The info I gave Austin is correct for the account I am currently using.
Gary D: I understand that you wish to update greygeek77@earthlink.net on the acount
greygeek77@earthlink.net: No.
Gary D: Okay
Gary D: Please give me two mintues while I go through the chat conversation
greygeek77@earthlink.net: greygeek77@earthlink.net has always been my email address since I contracted for the account with "Allen S". Allen, on the otherhand, didn't know what he was selling and sold me a "Max" account with a 15Mb connection speed. That has been the source of an endless stream of problems which led to me begging for 7 days for someone to make a connection appointment. Last THursday, someone finally did. and at 8AM the install person failed to show. Yet another round of phone menu hell resulted in an installer comming out at 11AM Friday to install the cable modem.
Gary D: Okay
greygeek77@earthlink.net: Yesterday I got an email bill for $59.99
Gary D: I understand that you have logged in the myaccount.page with greygeek77@earthlink.net
greygeek77@earthlink.net: I am currently logged into it now.
Gary D: But it is asking you to login in billing information with some other email address
greygeek77@earthlink.net: YES! You get it! Thank you!
Gary D: Okay
greygeek77@earthlink.net: That problem arose just this morning. It has worked since last Friday.
greygeek77@earthlink.net: I got a call from an Earthink rep in India last night.
Gary D: Okay.
Gary D: Let us verify the account.
greygeek77@earthlink.net: My first pet's name is **********
Gary D: that is not listed .
Gary D: May I know your Name on the account , street address, telephone number contact email address listed on the account?
greygeek77@earthlink.net: Ya, I know. Apparently all the info on my ************* account has been wiped out.
greygeek77@earthlink.net: I tell you what. YOU call me on the phone listed in my account: 402-429-4555 and let's talk.
Gary D: The account you have provided is in inactivate status
Gary D: I am sorry I do no have the access to speak over phone since I am from live chat However you can call Earthlink customer service at 888-3
Gary D: AT 888-327-8454
greygeek77@earthlink.net: It has had that status a couple times. The log above shows a chat with "Gordon Fernedez" who claimed the same thing, but he reactivated it. Then, "Paul D" in billing claimed it
greygeek77@earthlink.net: Phone menu hell again, heh?
Gary D: Okay I understand but We cannot share the account information without account verfication.
greygeek77@earthlink.net: This is fruitless. I guess my only option is to cancel my account and seek service with another vendor.
Gary D: Please provide me your Name on the account, street address telephone number with contact email address listed on the account for account verfication purpose.
greygeek77@earthlink.net: It's in the chat log above. I am not going to type it in for the 5th time.
greygeek77@earthlink.net: It's time to say good bye.
Gary D: I am checking it
Gary D: Could you please confirm the contact email address listed on the accoun.
Gary D: Not to rush you, but I haven't had a response from you. Are we still connected?
greygeek77@earthlink.net: This problem was escalated when I got a bill for $59.99 on a service which as sold to me at $29.99, free installation. When I chatted and called about it I was informed that "someone" used the wrong code. Apparently "Allen S" used the code for the "Max" service,..
greygeek77@earthlink.net: when he should have used the code for the standard service, which I am using as we chat.
Gary D: Okay I sincerly, apologize for the inconvenience caused to you
greygeek77@earthlink.net: BUT, someone claimed that the charge was for "PREMIUM" mail service and to fix the problem they had to communicate with TimeWarner.
Gary D: Okay
Gary D: Could you please confirm the contact email address listed on the account.
greygeek77@earthlink.net: Last night an Earthlink REP called and asked if my problems were resolved. I told her yes, but what ever she does do NOT change mey account. Apparently she did. I got an email this morning saaying they are sorry that I canceled my account. I didn't cancel it. Earthlink's right hand doesnt know what its left hand is doing.
Gary D: Okay.
Gary D: I will provide you the account information after the account verfication
Gary D: Please provide me the contact email address listed on the file.
greygeek77@earthlink.net: Can you read my email tag on this chat?
Gary D: Yes.
greygeek77@earthlink.net: When I try to examine anything on my account it asked me to log in using "jkreps@earthlink.net", which is not correct
greygeek77@earthlink.net: and didn't used to be that. It was changed by someone yesterday.
Gary D: Okay Is bertiep44@earthlink.net or greygeek77@earthlink.net is the contact email address.
Gary D: Okay can you confirm which contact email address listed on the file
greygeek77@earthlink.net: The first one you list is not familiar to me. I do not know who that one is.
greygeek77@earthlink.net: I think your db is corrupted.
greygeek77@earthlink.net: hello?
Gary D: I am here.
Gary D: Which email address is listed as the contact email address is bertiep44@earthlink.net or
Gary D: greygeek77@earthlink.net
greygeek77@earthlink.net: The first email address has NOTHING to do with my account. I've never heard of it. See my name tag on this chat. THAT is the address to which my email comes and it is the address that "Allen S" assigned to me when we contracted for this account. I have no clue about the other one, unless Earthlink has been hacked.
Gary D: okay
Gary D: I apologize, but unfortunately without proper verification, I can not release or make changes to your account information. This security verification is for your account protection. If you call into EarthLink's customer service at 1-888 327 8454 working hours Mon-Fri 8a - 11p Eastern Time Sat & Sun - 8a - 10p Eastern Time , they have other methods of verifying the account that I don't have access to.
greygeek77@earthlink.net: I'll bet you I can cancel this account "without proper verification". Good bye.
Gary D: Okay
Gary D: You're welcome and thank you for using EarthLink LiveChat. Should you need further assistance, please feel free to contact us again.
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