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Report: #202031

Complaint Review: America Online - Nationwide

  • Submitted:
  • Updated:
  • Reported By: East Cleveland Ohio
  • Author Confirmed What's this?
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  • America Online www.aol.com Nationwide U.S.A.

America Online CANCEL FIASCO ripoff Jacksonville Florida

*Consumer Comment: AOL is the worst!!!

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Here is the letter that I faxed over to AOL AT 703-433-7283.

This will be my last request to CANCEL this account. I want my $25.90 credited back to my credit card. I have spoken with Aaron, Nick Debra, Allen and Mark and this was supposed to resolved. I have emailed billing and spoke with a representative with the initials of MLO. I have been trying to cancel my account for the last month but to no avail.

I have explained 5 times that AOL was FREE when I bought my DELL computer but I had already purchased Earthlink DSL PRIOR to the arrival of my computer and was waiting on the arrival of my modem. I used the free service for the first 2-3 weeks. Once my modem arrived (back on December 19th) I no longer needed the slower dial up service that was free.

I initially called in April to cancel but the representative told me that the service was free and all keep the service until the allotted time was up then call back and cancel. I had plenty of time. I waited another month and called back in May to start the cancel process so that it would be deductions taken. This was a WHOLE month in advance and here it is a month later and I am still fighting to resolve this issue. Each time I have called I have been guaranteed that it will be done but it wasn't.

The representative that I spoke with on Sunday who said originally her name was Danielle but changed it to Debra was EXTREMELY RUDE!. I want her phone call pulled and audited. I would like for any manager who is worth their salt to pull any one of the phone calls and or emails that I have requested to cancel this account. Any time a representative starts a sentence with First of all let me tell you something what said next will be negative. I hung up on Debra/Danielle. I wanted to curse her out but I knew she would hang up on me. I HATE AOL.

I told Danielle/Debra that I didn't want to hear ANYTHING AOL was offering all I wanted was to cancel my amount and she started to prattle on about her having to provided me with unnecessary information even though it would make absolutely NO SENSE to buy anything from AOL , not only because you suck, but I am paying $23.95 for DSL EarthLink and $25.90 for AOL dialup does that makes sense? She said not but that she was not going to credit my account because I have used the service. WTF? I explained to that IDIOT that I am using the account to cancel the account.

Right after I screamed for Debra/Danielle to stop double talking and talking over me and just provide me with the d**n cancel confirmation number this a*s read it really fast so as for me not to get it. The jokes on her because I listen very well and I was able to write it all down. I dare you to pull the phone tapes. Hell, I dare you to pull ANYTHING, PHONE CALLS, EMAILS ETC.

Now you have deducted ANYWAY $25.90 on 06/28. I have bounced check fee for $32.00. I kept explaining that I didn't have the money and that I couldn't afford 2 services and you know what you did? You applied the $25.90 to YOUR account and kept my AOL active. Next you sent me a letter informing me that I WANTED TO KEEP the service and money is being applied to my AOL ACCOUNT. If this wasn't happening to me I would think it
funnybut it isnt.

Now I call today and speak with Mark (the alleged manger) he guaranteed me that my account will be credited $25.90. When I tell Mark that his representative was rude etc. an that the phone called needed to be pulled so that she can receive additional training or be reprimanded he told me that since you are world wide he has know way of contacting her or her
manger? WTF? So, I told him that she can just say anything and that's ok. She can tell me (but she didn't) to go to hell but since you are world wide that nothing can be done?

That's preposterous and BAD Customer service business. There should be checks and balances in all that you do and since he is a manager (I doubt that he is but another rep sitting across from Allen) he would want to resolve that issue before she insults someone else.That lets me know that perhaps Mark is just the person who sits across the aisle from Allen and he is playing supervisor. I know those tricks too well working in a massive call center that is located all over the world as well. I too had to ACT as supervisor on more occasions than I care to recall. However, the customer especially if it were our error, is ALWAYS RIGHT even when they are wrong but we don't tell THEM that like Mark told me. I was insulted. I said that I AM right just look at the documentation on my account.

Don't shoo me away and become irritated (Mr. Mark the alleged manager) because I am irritated that not only will not cancel the account and stop the deductions but also have me to overdraw my account due to your goof up. I deal with situation occasionally from time to time myself. I work for a major Fortune 500 insurance company and it has happened here as well.

I want my bounce check fee covered too since it was YOUR screw-up to begin with. That really sucks that DELL has partnered with you. They are so good and you are so bad. You are going to bring them down. Now please credit my account the money you owe me so that we may part enemies.

I don't EVER, want anything to do with AGAIN. I wont even troll around on your website anymore that's how much disdain I have for you AND you can have your screen name back and block my free email box I don't care. I don't even want the messages in my email box As I explained to Mark (the alleged manger) you guys were featured here in Cleveland, OHIO on one of our news stations about a month ago and one of our news teams have to get involved it was either 3,5, or channel 8. I was half listening to the program but I wish to GOD, Allah, Buda, and Jehovah that I had paid closer attention so that I would have knew what I was going to be in for. I caught the tail end. You can bet your bottom dollar that I am going to call the station and find out which one aired it and see if a follow up can be done. I am also going to email this letter to Better Business Bureau.

On 07/14/06, I called and spoke with a very friendly and courteous (for once someone who was sympathetic) Julie from NM aol customer service rep who informed me that as of that date that my account was not only NOT canceled but another deduction was going to be withdrawn the very next day. To throw gasoline on an open fire, she informed me that 3.5 mths into my alleged "FREE" trial 6 month membership, they started to deduct the $25.90 out of my account. I had already been paying for a FREE service. I am so beside myself I could spit fire. She informed me that she would credit my account back 3 mths because that was all she could do and prefusely appologized. I have closed my checking account as this is all I could do.

My sister in law was privy to the last conversation with the AOL representative and she informed me that she had tried to cancel her account too but they kept right on deducting. She said at first she stayed with them another year but after finding cheaper service, and 2 unsucessful attempts to cancel her aol account she wound up closing HER checking account so that the deductions would stop.

Nothing is worse than bad customer service but continued bad customer service. Bad customer service thou name art AOL.

Sincerely,

Sheila
East Cleveland, Ohio
U.S.A.

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This report was posted on Ripoff Report on 07/20/2006 04:32 AM and is a permanent record located here: https://www.ripoffreport.com/reports/america-online/nationwide/america-online-cancel-fiasco-ripoff-jacksonville-florida-202031. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

AOL is the worst!!!

AUTHOR: Lori - (U.S.A.)

POSTED: Thursday, July 20, 2006

Sheila,
Did you see the story on Dateline about AOL and how hard it is to cancel your account? How this company stays in business after airing that, I'll never know!

I had AOL years ago and I can tell you that you need to go to your bank and tell them to not allow anymore withdrawals from AOL because if you don't, AOL will keep charging you and they will not refund any money. What crooks!!!

Good luck with this!

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