Report: #94730

Complaint Review: America Online AOL

  • Submitted: Sun, June 13, 2004
  • Updated: Wed, August 04, 2004
  • Reported By: reading Pennsylvania
  • America Online AOL
    AOL.com
    Nationwide
    U.S.A.

Show customers why they should trust your business over your competitors...

A CHAT WITH A REP ON 6/13/04 ABOUT 4 PM EST
Welcome ...
Connecting to server. Please wait...
Connected to server. An agent will be with you shortly
Welcome to America Online's Live Help Area. A Customer Care Consultant will be with you shortly.
Remember, you also have easy access anytime to your account at Keyword: MANAGE MY ACCOUNT.
MHI Jen has joined this session!
Hello, ####. Welcome to Live Billing Support. My name is Jennifer A..
KITTYROC316 stated the question or problem as: I called aol on 3/25 to cancel my account and on 6/8 i got billed $74. I called aol several times yesterday to clear this up but could not get anyone to help. .
MHI Jen: Good afternoon! I am pleased to meet you online, ####. :-)
KITTYROC316: MY SCREEN NAME IS ####
MHI Jen: I understand that you are referring to another AOL account.
KITTYROC316: THE REASON WHY I AM CONTACTING YOU ONLINE IS BECAUSE I KEPT GETTING HUNG UP ON
KITTYROC316: YES
MHI Jen: Unfortunately, I am unable to access the other account unless you are signed on to the Master Screen Name of the other account in question. Please sign on to the other account and visit us again or contact us via phone so we can check it for you.
MHI Jen: Here at Billing Live we can only access the account you are currently signed on to.
KITTYROC316: I REALLY THINK IT'S UNFAIR THAT $74 WAS TAKEN OUT OF MY ACCOUNT WHEN I CALLED ON 3/25 TO CANCEL MY ACCOUNT
KITTYROC316: WELL, WHAT AM I SUPPOSED TO DO? I MEAN THE REPS HAVE HUNG UP ON ME
MHI Jen: For best possible assistance with this issue, please call us directly at 1-888-265-8003 24 hours a
day, seven days a week.
KITTYROC316: MY HUSBAND IS VERY UPSET AND IS GOING TO CANCEL HIS AOL ACCOUNT IF AOL DOESN'T REFUND MY MONEY
KITTYROC316: I HAVE
KITTYROC316: I ALSO CALLED 1888-265-8008
KITTYROC316: AND GOT NO WHERE
MHI Jen: I am sorry however, inasmuch as I would like to assist you with your concern, the system will not
allow me to access your account unless you are signed on to your master screen name.
MHI Jen: I can see how that is frustrating and I regret the inconvenience it has caused you.
KITTYROC316: HAVE YOU HEARD OF RIPOFF.COM?
MHI Jen: I am sorry, not yet.
KITTYROC316: I WILL POST THERE
KITTYROC316: THANKYOU EVERYONE WILL KNOW WHAT AOL HAS DONE TO ME
MHI Jen: I apologize for any inconvenience you may have experienced concerning this matter.
MHI Jen: Please contact us directly at 1-888-265-8003 or 1-800-827-6364 toll free, 24 hours a day, 7 days a week. Our phone representatives will be there to assist you and provide the help you need.
KITTYROC316: I HAVE DONE THAT SEVERAL TIMES. KITTYROC316: AND TGEY HANG UP ON YOU. YESTERDAY I CALLED 4 TIMES. AND 3 OF THE 4 CALLS I WAS HUNG UP ON. AND I WAS NOT RUDE
KITTYROC316: NOW, I AM RUDE BECAUSE I AM UPSET OF HOW I WAS TREATED
MHI Jen: I am sorry to hear that. :-(
KITTYROC316: I FEEL I WAS RIPPED OFF
MHI Jen: I recommend that you call during the early morning queue hours (7 a.m.- 12 p.m. EST) when the number of calls are lower.


I called AOl on 3/25/04 to cancel my account. Apparently, the rep that took care of me accidently put me through to tech support and my account was never canceled even though I said I wanted it cancel. I was not billed from end of March until June 7th. I assumed it was canceled. Then on June 8th, I checked my bank account balance to find it was in the negatives. Aol billed me $74. I have not used my account because I thought it was cancelled. I couldn't use my account because my modem and computer were not working, the main reason why I had cancelled Aol in the first place. I WANT MY MONEY REFUNDED AOL. WHAT YOUR COMPANY DID WAS UNFAIR. YOU ALSO NEED TO TRAIN YOUR EMPLOYEES GOOD CUSTOMER SKILLS. THEY SHOULD BE ABLE TO HANDLE SOMETHING LIKE THIS, WITH OUT GIVING THE CUSTOMER THE RUN AROUND.

ONE REP TOLD ME THAT I MIGHT HAVE TO PAY FOR MY HUSBAND'S ACCOUNT BECAUSE MY MASTERSCREEN NAME WAS MADE OFF HIS ACCOUNT. AOL, YOU GOT SOME NERVE.

Lisa
reading, Pennsylvania
U.S.A.

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This report was posted on Ripoff Report on 06/13/2004 01:24 PM and is a permanent record located here: http://www.ripoffreport.com/reports/america-online-aol/nationwide/america-online-aol-ripoff-aol-took-advantage-of-me-took-74-out-of-my-bank-account-after-94730. 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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Updates & Rebuttals

REBUTTALS & REPLIES:
0Author
7Consumer
0Employee/Owner

#1 Author of original report

keep getting letters saying thanks for giving us another chance and 2 free months

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

I keep getting letters saying thanks for giving us another chance and 2 free months, and when I call aol, they say my account is cancelled. I had only one screen name and one account with aol.

Anyone out there with some helpful info, please speak up.

thanks
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#2 Consumer Suggestion

AOL Cancellation Problems

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

I cancelled or helped cancel a couple of accounts and didn't have the "hang-up" problems you mention, but did have to be patient. If they hang up call back. Also:

I would set aside at least 20 minutes.

1. Write down the name of the person who took your cancellation.
2. Write down the cancellation number and the date.
3. After you call also submit a letter in writing verifying your conversation.

It's a little extra work, but may prevent future headaches.

Also, keep in mind if you log back on my understanding is that AOL will automatically reactivate your user name and thus you would incur charges again.

I have never heard of a "special" modem just for AOL. Research some other options or contact a local computer technician to have them help you get set-up with a new system. With DSL or Cable, you can share one account and both be online at the same time. I have shared dial-up accounts with others (splitting the expense) which just means that we both can't access the Internet at the same time.

Sorry to hear about all your headaches.
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#3 Author of original report

No, there isn't more than one Aol account on my credit card

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

No, there isn't more than one Aol account on my credit card, there is only one account. They tried again, to re-Activate my Account, after it was cancelled. I cancelled my account on June 17 or 18, 2004 after receiving their modem and still was not able to get online. On a letter(from Aol to me) dated June 28, 2004, it stated "Thank you for giving AOL a second chance". Mind you, my Billing date was June 27, 2004. So, I called Aol again and cancelled my account.
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#4 UPDATE EX-employee responds

Best Way to Cancel AOL

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

Lisa, It sounds as if there may be more than one AOL account under your credit card. I would suggest you send AOL your name, address (including any old addresses that could possibly still be on the account), credit card number, all screen names (including yours and your husband's) and a specific request that you suspect multiple accounts under your credit card and wish them all to be cancelled.

The best way to cancel an AOL account is in writing, because when you call, they could give you "free months," causing you to think your account was cancelled, and then you are billed again when the free time ends. And when you call, they may not notice more than one account under your credit card and thus not cancel all of them.

You would have to include your credit card number in your letter to ensure they are able to cancel all accounts being billed to it.
Also, be sure to send the request to AOL's cancellation address, not billing inquiry address.
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#5 Author of original report

going to credit me $24.95 and give me a free Aol modem-she said

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

I called Aol and spoke with Laurel.

She is going to credit me $24.95 and give me a free Aol modem-she said it only works with Aol and I do not have to pay for it at all-ever, and 1 month free of service. Although I still think I was ripped off, I accepted the offer. If the modem doesn't get me online, I can cancel before July 26, 2004. I will update you all with whatever happens.
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#6 Consumer Suggestion

How I got them to cancel with no hassle.

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

When I tried to cancel with AOL and they gave me the run around plus the out and out begging for me to stay I simply said "I am on a cell phone that has a record feature. I am now recording my demand that this account be cancelled immediately or I will use this recording to do a chargeback against any charges you continue to bill me for which will not only cause you to have to refund my card but will also cause your company a chargeback fee from the card processor." Worked like a charm she cancelled me on the spot and I never heard from them again! Give it a try it may work for you!
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#7 Author of original report

ANOTHER ONLINE CONVERSATION WITH AOL BILLING TECH

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

HERE IS ANOTHER ONLINE CONVERSATION WITH AOL BILLING TECH. NOTICE HOW SHE KEEPS CHANING THE STORY. FIRST I CALLED AND OKED A FREE TRAIL, WELL IF IT WAS FREE, I STILL SHOULD NOT HAVE BEEN CHARGED.... BUT I DID NOT ACCEPT THAT OFFER, THEN IT WAS BYO, I DID NOT ACCEPT THAT OFFER EITHER. THEN NOTICE THAT SHE SAID IT WASN'T CANCELLED I HAD TO CALL AOL TO CANCEL, BUT I PRODUCED A CANCELLATION NUMBER. I WAS RIPPED OFF.

Welcome Sultrypr25 ...
Connecting to server. Please wait...
Connected to server. An agent will be with you shortly Welcome to America Online's Live Help Area. A Customer Care Consultant will be with you shortly.

Remember, you also have easy access anytime to your account at Keyword: MANAGE MY ACCOUNT.
MHIShey has joined this session!
Hello, LISA. Welcome to Live Billing Support. My name is Sheila P..

Sultrypr25 stated the question or problem as: I CALLED 3/25 (2 DAYS BEFORE FEES DUE- WITHIN MY TRIAL PERIOD) TO CANCELL MY ACCOUNT. GOT BILLED $74 ON 6/8 I WANT REFUND.

MHIShey: Good afternoon! I am pleased to meet you online, Lisa.

Sultrypr25: I HAVE NOT ACCESSED MY ACCOUNT CUZ I THOUGHT IT WAS CANCELLED, I COULDN'T ANYWAY BECUZ MY COMPUTER WAS BROKEN

MHIShey: I understand how something like this can really try your patience. I am going to do my best to make sure you receive all the help you need.

MHIShey: Please allow me a moment to review this for you.

Sultrypr25: I CALLED THE 800 NUMBER AND THE 1-888-265-8008 NUMBERS SEVERAL TIMES YESTERDAY AND THE REPS HUNG UP ON ME. I WAS NOT RUDE

Sultrypr25: THIS IS WHY I AM ONLINE

MHIShey: Thank you for waiting.

MHIShey: You indeed called to cancel the account last March 25 and you were issued free months.

MHIShey: you called and agreed to give us another try, and possibly accepted additional free time, then the account was not cancelled.

Sultrypr25: NO. I ASKED FOR MY ACCOUNT TO BE

CANCELLED. AND I HAVE NOT USED MY ACCOUNT
MHIShey: We do not automatically cancel for you at the end of that free time. It would require you to call in again to request cancellation. You may call 1-888-265-8008, fax or mail in your cancellation request.
You may call 1-888-265-8008, fax or mail in your cancellation request.
Sultrypr25: I KNOW, THAT'S WHY I SAID I WANTED MY ACCOUNT CANCELLED ON 3/25
Sultrypr25: I DID THAT ON 3/25. I DID NOT ASK FOR ANOTHER TRY BECASUE MY COMPUTER WASN'T WORKING, HOW AM I SUPPOSED TO GO ONLINE IF MY COMPUTER WASN'T WORKING? IT WAS THE REASONFOR ME TO CANCEL THE ACCOUNT
MHIShey: To correct the statement I have mentioned a while ago, you were not issued free months. But there is a record that you called to cancel but they offered to you the BYOA plan during the call.
Sultrypr25: LOOK UP MY ACTIVITY.. I HAVEN'T USED MY ACCOUNT
Sultrypr25: NO, SEE YOU ARE GRAPING STRAWS
Sultrypr25: I WANT MY MONEY REFUNDED
MHIShey: Yes, in viewing your account there is online activity from the period 04/24 to 05/27.
Sultrypr25: NO. THERE ISN'T CUZ I DIDN'T HAVE A COMPUTER TO GO ONLINE MHIShey: When you called, did you accepted the offer regarding the BYOA plan?
Sultrypr25: NO
Sultrypr25: I ALL READY TOLD YOU, I DID NOT CUZ MY COMPUTER WASN'T WORKING
Sultrypr25: IT MAKES NO SENSE FOR ME TO KEEP SOMETG=HING THAT I CAN'T USE
MHIShey: The charge you received was actually for 3 months since we failed to collect the charges since March, 2004.
MHIShey: I understand how you feel on this matter.
Sultrypr25: NO. MY TRAIL PERIOD ENDED ON MARCH 27
Sultrypr25: I CALLED MARCH 25 TO CANCEL
Sultrypr25: YOU HGAVE RECORDS THAT I CALLED BEFORE THE END OF MY TRAIL
Sultrypr25: YOU EVEN STATED TI WAS TO CANCEL
Sultrypr25: I WANT MY MONEY REFUNDED
Sultrypr25: IT WAS VERY UNFAIR WHAT AOL DID TO ME
MHIShey: However, at this time, we do not have access to process your account cancellation request.
Sultrypr25: WHAT?????
MHIShey: You may call 1-888-265-8008, fax or mail in your cancellation request.
Sultrypr25: NO, I CALLED AGAIN YESTERDAY TO MAKE SURE IT WAS CANCELLED AND I MADE SURE II GOT A CANCELLATION NUMBER
Sultrypr25: SEE YOU PEOPLE MAKE TOO MANY MISTAKES
Sultrypr25: I WANT MY MONEY
Sultrypr25: CANCELLATION NUMBER 0971211491
Sultrypr25: THAT WAS THE NUMBER THEY GAVE ME YESTERDAY
MHIShey: I apologize for any inconvenience you may have experienced concerning this matter.
Sultrypr25: YEAH I HEARD THAT BEFORE
MHIShey: Yes, actually the effective date of the cancellation request will be your exact billing date, which will be June 27, 2004.
Sultrypr25: i WANT MY REFUND
MHIShey: Regarding the credit you are requesting...
Sultrypr25: WHAT ABOUT THE MISTAKE AOL MADE.
Sultrypr25: I CANCELLED MY ACCOUNT ON 3/25
MHIShey: I can only request $24.95 for the non usage last month.
Sultrypr25: I SHOULD BE REFUNDED
Sultrypr25: NO, I AM GETTING THE FULL REFUND
Sultrypr25: IT WAS NOT MY FAULT
Sultrypr25: I CALLED ON 3/25 TO REQUEST CANCELLATION OF MY ACCOUNT
Sultrypr25: BEFORE MY TRAIL PEROID ENDED
MHIShey: From the period 03/27 to 04/27 there was a usage 34 minutes. For this reason, we can only issue the non usage from
the period 04/24 to 05/27.
Sultrypr25: NO. I DID NOT USE MY ACCOUNT
Sultrypr25: I WANT THE WHOLE REFUND
Sultrypr25: AND I BETTER NOT BE BILLED FOR THIS BECAUSE THIS IS THE ONLY WAY I CAN KEEP A REP TALKING WITH ME. I
KEPT GETTING HUNG UP ON
MHIShey: This is the maximum credit I can issue on your account, the $24.95 cash credit.
Sultrypr25: OK, WE WILL SEE

HER LAST REMARK WAS THAT $24.95 WOULD BE REFUNDED IN 72 HOURS. TO CALL AFTER THAT TO MAKE SURE, OH AND IF THERE WAS ANYTHING ELSE SHE COULD HELP ME WITH.
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