CHRISTIAN MEDIA NETWORK

Earthlink Rips Off Christian Ministry

The well-known Internet Service Provider (ISP) Earthlink is accused of fraud and theft in refusing to provide Internet service after their satellite operation received $700 under a standard Satellite Internet service agreement. The victim in the fraud perpetrated by Earthlink is the Christian Media ministry, the organization that runs the Christianmediadaily.com website.

According to James Lloyd, the director of the ministry, a satellite operation called Pegasus that is operated by Earthlink, received $700 from Christian Media for a satellite dish to provide Internet service. The satellite dish was installed and satellite Internet service was activated for a number of months. When the satellite dish was relocated from one location to another, the Earthlink organization refused to re-activate the Internet service and insisted that Christian Media had to buy another satellite dish if they wanted Internet service. Apparently, Earthlink's position is their customers are not allowed to move without Earthlink's permission.

Over the course of dealing with Earthlink, James Lloyd described the company's customer service as "a nightmare." He claims he has been repeatedly lied to by customer service representatives, tech support, and even sales people that represented they could find why the organization was refusing service to the Christian Media ministry.

As Lloyd tried to resolve the dispute over a period of about 3 weeks, he claims Earthlink staff members repeatedly hung up the phone on him, lied to him, placed him on hold while claiming to ask a supervisor for advice and never came back, and generally refused to even attempt to provide the service the company has already been paid for.

One exception was an energetic salesperson that went out of his way to attempt to contact various departments on Christian Media's behalf. Incredulous that his own firm would refuse to honor their own commitments and simply keep a customer's money without providing any service, his repeated efforts were all in vain as a customer service supervisor in the firm's Harrisburg PA office made the final decision to deny service. 

That customer service person ultimately stated that Earthlink's policy was that the company has no obligation to provide Internet service even if their own organization had sold the customer the satellite dish. Because no other Satellite Internet company will activate a dish sold by a competitor, the dish purchased from Earthlink is worthless unless it is activated by Earthlink.

"The simple fact is, we gave these people $700 for a satellite, we've got the satellite, but they won't turn it on. Earthlink is ripping us off for $700 presumably because they figure they can get away with it."

Lloyd claims the real irony is that he purchased 2 satellite dishes from the Earthlink controlled satellite operation, and one of them is fully functional. "We bought 2 dishes for Internet service," he stated, "and we are a customer in good standing on the one satellite that they've activated."

Although the Earthlink satellite organization was paid their standard purchase price and the appropriate installation fees have been paid for both satellites, Earthlink will not activate the second dish. "What's really amazing is they're saying they won't turn the dish on because we moved it from California to Oregon," Lloyd stated, "but the dish they did activate was moved from Florida to Oregon."

The company claims they will activate a third dish if they are paid another $800 " something Lloyd refuses to do. "Why would I pay them for a third dish when they won't honor the contract made for the second one?" Lloyd queried. The matter is to be referred to an attorney representing Christian Media.

In a call placed to Earthlink to get their side of the story, this reporter was placed on hold......

-- Susan Lenox

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