Complaint Review: AOL

Hi, my case is probably very basic but here goes. I signed up with aol broadband silver package by buying a pack at Dixons for 18.99 with 2 months free. When i set up my broadband i had to ring aol to complete setup and changed to the gold package, then noticed the free router and changed to their highest platinum package. I also took up their online antivirus which was advertised at 2.50 monthly, which i cancelled within their 30 day period ( or so i thought). The first amount they was going to take was 25 to be taken on 6th feb, around that date i think it was the 8th, the money still had not been taken, so i tried to get through to them on the online help and on the phone at the same time. I was then told on the online help that it would be in about 2-3 days, and on the phone i was told 10 days. I then rang and spoke to a supervisor who apoligised for that mix up and that they had not cancelled my antivirus. I was then offered for that payment to be added to the following month, which i excepted thinking that they would now be taking a payment of 29.99(actual monthly fee for my package) plus 22.50. To my horror i received a letter from my bank stating that they would be changing me 35 as AOL tried to claim the 25 straight away. I rang AOL and spoke to a supervisor yet again who said sorry more times than i can count, he agreed with me that there had been an error on AOL's side, and informed me that on my next due date, the 29.99 was going to be waived, also they would remove the antivirus fee, and there would only be the first amount, which i assumed to be 22.50. Then on i recently rang up again to make sure they would be taking the right amount and was again surprised to be told that they would be taking 26. After discussions again i was told that they would credit my account (as in take money off) by the amount of 5, but that 5 was to be taken off the following months bill, so i excepted this. Then i ring my bank on 14th march 2006 just to make sure AOL took the 26. My bank then informed me that AOL tried to claim 21 and 26 and that they will be closing my account due to occuranceson my bank account. I have actually spoken to AOL roughly 6 times over the 14th march. I was firstly advised that a manager would call me back within an hour, but i didnt receive that call, so i rang them back (each time you ring up, you have to explain the whole thing to everyone you speak to). I spoke to another supervisor, explained it all again and asked what they were going to do to resolve the issue. I was then told that they would pass my details onto the biling department who would call me back. I spoke to the billing department, and asked them if they would ring my bank to fix the problem they caused and was told "NO" and the matter was left unresolved. I later in the day rang back asked to speak to the last supervisor, and was advised they had no way to put me through to that same person, but could i explain it again to them. I asked them to look at the notes on my account (after each of these calls i asked them to log down the details of each call, to which i have found out they have not been doing). I asked for his name and was told, AOL is required to give out staff names. I then asked if calls are recorded to which they said "yes,but not all", although it doesnt actually say that on the recordings or when you speak to staff. I then asked if i could listen to or have a copy of these recordings (as i though you could have access under the freedom of information act) and they told me they dont have to and wont allow me access to those recordings. So basically im stuck.

Just a few added details, i have or had a cash only acount with lloydstsb, and they dont allow these type of accounts to go overdrawn or unpaid fee's. Plus i am currently unemployed, hence the reason why monitor my bills and have exact amounts paid into my acount just for my bills, nothing more.

Please if you have any advice on what i can do next, as one of their staff made a point of telling me over and over again, "your bound by a 12 month contract sir, so there is no way of cancelling"

Thanks

Anthony
London
United Kingdom



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