Complaint Review: America Online

In September of 2003, I received a disc in the mail for some free AOL minutes.

I attempted to install the program, but it continuously failed to let me connect to the internet. In fact, the program never worked.

I called the customer service line and was told that I could not continue on to technical support unless we set up a 'screen name' and password. They gave me a generic one. I was then told that they needed my financial information to continue.

I questioned this, saying that I wasn't able to use the program. I just wanted to see if the program would work before I handed over any financial information. The customer service rep assured me that it was just a technicality - they could not continue unless they had that information. He said that I would not be charged for anything.

I was not yet jaded, so I handed it over.
I then spent four hours on the phone with tech support. Finally, we both concluded that the disc would not work. AOL was not installed on to my computer, leading me to believe that did not have an online account.
Two weeks later, they sent me an updated disc. I did not install it.

Nine months later, I notice a little $23.90 bill on my bank account. Surprised, I called AOL and told them that I had never been able to set up an online account, subsequentially never using the 'trial minutes' which would have lead to me consequentially being charged for their service.

In effect, I had never initially been provided with the service for which I was being charged.

I asked for my money back, politely. The first representative noted that I had not in fact ever used the account, and that I should be reimbursed for the nine months. She transferred me to cancellations.
After a lot of crap, a lot of attempts to keep me as a customer, I explained that I was not a customer by definition because I had never been able to use the service that they were charging me for. I finally yelled that I wanted to cancel and that I wanted my money back.

He gave me one month's credit and a cancellation number.
Before I could protest to the one month's credit, I was transferred to a 'termination notice' recording.

I hung up.

I want my money back.

The service did not work nine months ago, and I do not begrudge them that. I do protest to being charged for an ONLINE account that I never set up and that I never used.

Their jargon is confusing, they are rude and unscrupulous and I'm furious!

Crystal
Omaha, Nebraska
U.S.A.