Complaint Review: America Online Inc. - AOL

After six months of "free services," AOL makes it extremely difficult to cancel their "non-free" services. AOL likes to provide customers with "free" services; but then AOL fails to inform the customer when the service ends. AOL then continues to bill you and does not send the customer monthly statements or acknowledgement that you are being billed. It is only after you check your credit card statements that you realize you have been charged a monthly fee for AOL services.

I applied for my free services then I moved to London, England and completely forgot about AOL. I checked my credit card purchases online and realized that AOL had been charging me for email services that I did not use. I called AOL; they have no record of my call. I emailed AOL multiple times and was told that they can not assist me online, I must call. I called their 800 number multiple times, that IS NOT FREE from abroad and was placed on hold for an extended time. Then was put through to an automated number and with no success.

I eventually after 5 months of being charged for services, I cancelled my credit card. Then in June, I finally got a letter from AOL threatening to terminate my account June 24, 2004 and send me to a collection agency if I do not pay $95.60. So I called AOL when I arrive in the states on July 18th, and I was told that they can not help me because my account is awaiting a 120 period for payment. I was then told that my account is STILL active! I was then told that I should not cancel my account because then the $95.60 would definitely be sent to a collection agency and I will not be able to get refunded.

I was told that I must wait until after August 12th to contact AOL again to tell them that I want to settle my "outstanding" account and then go through the same crap again. The girl that I spoke to was trained well and used the common customer service phrases such as: "I understand your frustration.... I want to help you the best as I can..... I hope that we can settle this matter.... Thank you for using AOL services...." She was extremely nice and I appreciate it; but she was unable to help me. And after roughly 20 minutes trying to settle this issue, we disconnected and I am still active with AOL. I am not sure how this happened.

I have researched this complaint online and have found that we are not alone. AOL is making approximately $30 a month off of customers who are unaware that their "free trial period" has ended. If a customer does not cancel before the end they are charged regardless. I feel that this is completely unfair and am searching for a cicil suit that may have been filed against this company. I am not sure how they legally get away with NOT notifing the customer that they are charging your credit card and I can not understand why your credit card company does not refuse the bill. (That is another complaint.)

So in the end, venting is the only method.

Kelly
Hillingdon
United Kingdom

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