I first requested AOL cancel my service back in early 2004. Mid 2004 I realized they had been drafting $23.90 from my checking account - AFTER my cancellation!
I called several times and finally in December 2004 I had had enough. I was not going to cancel my checking account because of AOL. I called once again and was given a fax number to send my letter of complaint, cancellation request and reimbursement request to.
Soon after my life turned upside down. AOL was the last of my worries. Especially since I had sent a faxed cancellation request. Surely it would be taken care of.
Wrong. June 2005 I was quickly reviewing my bank statement and what did I find??? An AOL charge. I looked through my past statements, and sure enough, $23.90 drafted each month for AOL.
Fuming I called AOL and was assured that the account would be cancelled and steps taken to ensure that is would not and could not be reinstated. Ha!
Here I am again, a single mother working a full time job as well as two part time jobs trying my best to make this life work and I find that I am still having $23.90 stolen out of my checking account each month.
I called again last night. I was on the phone for over two hours. First it was Julie. Who assured me that I would be credited for charges stolen from my checking account. Julie gave me a Reference #, 8882658008, and transferred me to Amit who would be able to look up the reference number and know exactly what was going on with my account.
I gave Amit the reference number, unfortunately Julie hit the delete key instead of save and there was no such reference number on file. I relayed my story to Amit who then transferred me to George who said that he didn't know what I was talking about, my account is cancelled! Of course it is!!! Amit just cancelled it! George then acknowledged that there is documentation of receipt of my phone calls requesting cancellation as well as receipt of my faxed letter. But the notes didn't say my letter requested cancellation, only reimbursement of charges drafted from my account.
Come ON! Why would I want reimbursement of charges if I did not want to CANCEL MY ACCOUNT??? Oh, but the notes don't indicate you requested cancellation. I don't care what the notes say, my letter requested the account I never used to be cancelled.
Well, George assured me that he was transferring me to someone that would help me. He sent me over to Julie. Yes, Julie, the same Julie I started with over an hour and a half ago. As you can imagine by that time I was extremely irritated, tired of giving strangers my personal information so they can verify I am who I say I am and tired of hearing someone say "Oh, but your account is cancelled." Well, Julie said she would transfer me to the right area. She hung up on me.
I called back. I ended up getting transferred to a Sarah in New Mexico. I believe that Sarah was worse than any of the others. She was supposedly a supervisor. Yet her listening skills were very poor. She denied over and over again that there was any documentation that I previously requested cancellation although I told her over and over that the other representatives already confirmed that my previous cancellation attempts were documented.
She then advised me that there was documentation that I had called and said I sent a letter but not that a letter was actually received. I told her that it was documented it was received in December 2004. She finally admitted receipt but said that there was not enough information in the letter to determine my account information therefore they were unable to cancel it. Come on!
There is enough information in the letter to document receipt in my account but not to complete my request and stop stealing from my account? She said a review board would look at my account and determine whether or not my claim was valid. Who is the review board made up of? Her answer: I don't know.
I talked to Noxi this evening. He said that he would authorize the maximum amount he is allowed, $95.60, to be credited back into my checking account. I should have it in my account within 7 business days. He gave me an address to send a letter requesting reimbursement. A different address than one give the night before by another representative. I don't expect the credit to show in my account.
I will be sending a letter though, to both addresses. And I will copy who ever I can find that may help me get my money back. Right now it's more about feeling violated and wanting justice than it is about the money.
Please, if you're reading this and you're thinking about signing up with AOL please reconsider. Do some research. There are many other internet providers that are honest that cost a lot less.
san antonio, Texas
U.S.A. Click here to read other Rip Off Reports on AOL