Don't read this; it'll just make you mad...or confused

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After spending an hour on the phone with Earthlink last week to correct a "pending charge" of $149.95 (for "early termination"...hahahahaha), I got an invoice from them today that they had charged me the $149.95, anyway. I had a credit on my account of about $110 (from previous invalid charges), and then they charged the remaining $44 or so to my Amex. So, my account balance was zero, and they owed me $149.95. Simple, right? ... I had to pause there so that my insane laughter could taper off.

Here's how the chat went (and in the interest of full disclosure, I had some of the numbers wrong; this month's invoice charged me $149.95 + a valid $3.95 monthly fee, and I left that out of some of my calculations):

'Gordy B' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
lottloft@mindspring.com: Hello! My recent invoice, ###, shows a charge of $149.95. That should have been credited to me; the confirmation number I have for you is ###, from Carl.
Gordy B: I am sorry to hear that.
Gordy B: Please let me check our records and assist you.
Gordy B: I would like to inform you that you were charged $149.95 on invoice but not on your card. Right?
lottloft@mindspring.com: I previously had a credit balance of $110.84. So, $43.06 was charged to my card.
Gordy B: Yes, that is right, you were provided a credit of $99.95 as the Waver for the DSL service.
lottloft@mindspring.com: yes, this was the second time I was charged this invalid charge.
Gordy B: But were charged $50.00 as a partial charge for the equipment as you are still under the commitment with Phone service.
lottloft@mindspring.com: nope, I don't have phone service with you
lottloft@mindspring.com: Are you unable to find the credit with the confirmation number ###
Gordy B: One moment.
Gordy B: Thank you for being on hold.
Gordy B: Yes, I see that according to the case you were provided only a credit of $110.00 and not more than that.
lottloft@mindspring.com: That is incorrect. At the time, my account had a $110 credit on it already, and a "pending charge" of $149.95. The confirmation number I gave you was to revoke the $149.95 pending charge. It is an invalid charge, as I should not have been charged for early cancellation (I've been with you for about 10 years). I also should not have been charged the $50 moving fee, as the service was never moved. I have no desire to waste another hour of my day arguing on the phone as I did when I got that confirmation number, so please rectify this situation now, or pass me to a supervisor who can help me.
Gordy B: I am sorry to inform you that according to the confirmation number provided to you the information is as " tell eu that we already provide the credit for 110 dollars".
lottloft@mindspring.com: OK, well, pass me to someone that can credit this second incorrect charge.
lottloft@mindspring.com: The $149.95 is an invalid charge.
Gordy B: One moment.
Gordy B: Thank you for being on hold.
Gordy B: I see that the balance of $43.06 has been provided to you as credit.
Gordy B: On your account and it will be adjusted on your future invoices.
Gordy B: I am sorry for the confusion with the statement in the case number referred by you.
lottloft@mindspring.com: What is my current account balance?
Gordy B: It is that you have no balance due on your account.
Gordy B: From your end.
lottloft@mindspring.com: So, you should be issuing me a credit of $149.95 for the invalid charge: $110.84 of which was paid from the previous credit on my account, and $43.06 of which was charged to my American Express.
Gordy B: Yes, you are right.
lottloft@mindspring.com: ok
Gordy B: I appreciate your patience and understanding in this concern.
Gordy B: Is there anything else I can help you with?
lottloft@mindspring.com: When will that credit be issued?
Gordy B: It is already been issued and you will receive it within 7 - 10 days on your Amex card account.
lottloft@mindspring.com: What is my confirmation number for that?
Gordy B: One moment.
Gordy B: Thank you for being on hold.
Gordy B: The confirmation number is " ###".
Gordy B: Have I answered all your queries?
lottloft@mindspring.com: I just want to make sure I understand. In 7-10 days, a credit will appear on my American Express for $149.95. The confirmation number for this transaction is ###
Gordy B: The balance of $43.06 will appear out of $149.95 with the confirmation number provided.
lottloft@mindspring.com: So I should deny the charge of $43.06 to my American Express that has already occurred?
Gordy B: Yes, it will be refunded on your Amex Card back.
lottloft@mindspring.com: So, to confirm again. In 7-10 days, two credits will appear on my American Express. One for $43.06, and one for $106.89.
Gordy B: I did not get you by $106.89.
lottloft@mindspring.com: You owe me $149.95. I am trying to understand how that credit will be given to me.
Gordy B: I would like to inform you that you were already provided $110.00 and now I have provided you $43.06 as the refund and that makes the total of $153.06 that was deducted from your card.
lottloft@mindspring.com: That $110 was from a previous invalid charge.
lottloft@mindspring.com: It was applied to the $149.95 you incorrectly charged me AGAIN
Gordy B: You were charged only once for the invalid charges.
lottloft@mindspring.com: That is incorrect
Gordy B: I assure you that you were never charged twice for the incorrect amount.
lottloft@mindspring.com: I have been charged multiple times for invalid charges, and I am getting really, really tired of it.
Gordy B: But according to our records and invoices with our database I see that the balance is correct.
lottloft@mindspring.com: On 8/15, I was incorrectly charged for ADSL reactivation.
lottloft@mindspring.com: AND for Unlimited DIal up
lottloft@mindspring.com: These charges were in the amount of $116.19
lottloft@mindspring.com: The credit requests were approved on 8/21.
lottloft@mindspring.com: This resulted in my account having a credit balance of $116.19 (invoice ###)
lottloft@mindspring.com: Then, on 8/24, I was incorrectly charged for shipping on returned equipment.
lottloft@mindspring.com: This credit request was approved on 9/28.
lottloft@mindspring.com: This resulted in my account having a balance of $110.84
lottloft@mindspring.com: As it did, at the start of invoice ###
Gordy B: Yes, you are right.
Gordy B: But I need to also deduct the charges of $3.95 for 3 months on that amount. Right?
lottloft@mindspring.com: The $3.95 for 3 months is a valid charge. I am on the email-only plan.
Gordy B: Okay, if those charges are deducted from $149.95 then the balance can be provided to you.
lottloft@mindspring.com: No, those charges were all paid as well. We are disputing an invalid charge of $149.95. Since my account shows a zero balance, you owe me $149.95
Gordy B: Okay, as you wisht.
lottloft@mindspring.com: You need to credit me $149.95. That is the amount that I have paid you that I should not have.
lottloft@mindspring.com: OK, so you are going to credit my American Express $149.95. What is the confirmation number for that?
Gordy B: The confirmation number will be the same.

I have to say that the most distressing thing about this whole fiasco is the rep's use of a line from The Princess Bride to surrender.

JiffNotes
Earthlink still stinks. I'll be astonished if they get my account right next month.