Complaint Review: America On Line

I will do whatever it takes to get this message to Jonathan F. Miller, Chairman and Chief Executive Officer of America Online, Inc.,.. That includes contacting all of my local media resources and any national mediums that may be able and willing to acknowledge my concerns. I am appalled at the service and lack of customer concern that this company has. I feel that you all are crooks. I will never endorse or patronize any of your products and services again unless I receive an apology for the horrible customer service that I have received. In addition to a full refund of the unauthorized debit made from my checking account.

I hope that the negative publicity is worth the $98.15 that you stole from me. I have had AOL Internet Service for 2+ years. I had tried to cancel my account earlier this year because I had been charged for service that I was not using. I was offered great deals and free service to keep me as a customer, that apparently was erroneous. I have been charged for services that I was told would be free. On top of that, I had stopped the authorization to use of my debit card for payment. After my free billing period had expired, I received alerts to advise that, due to the non authorization of my card, a new billing method was needed. My intentions were to again, cancel the service. I was again offered free award credits. I was assured that the payment for my DSL usage was included with the award credits. That was a flat out LIE!

Why would I pay for unlimited usage on top of an additional charge for DSL, when I can get the same service, for less, all inclusive, just about everywhere else. This is an outrage, that you would even separate the two billing items. What worse is the response I received from Marilynn when I called to discuss this , this morning (06/12/03). On top of it all she refused my request to speak with a Supervisor. I had to be insistent, and ask 8 times before, someone named William Bean, as I was told, got on line to not listen to my concerns. This is the worse customer service I have ever received. I will have my bank reverse the debit charges, and I do expect to be compensated for any fees that may occur as a result of this.

Furthermore, I am a small business owner and I do not appreciate being threatened that I will not be able to use any other companies DSL service for at least 30 days. If I lose any more time or money, as a result of this situation, my next call will be to an attorney.
Now, everything in life is about choices, so you can choose to ignore this email, if you want to, However, it will not end here.

Elonya
Jacksonville, Florida
U.S.A.