Complaint Review: AOL

Like many people victimized by AOL, I tried their "free offer" in good faith and decided to cancel (as instructed by the offer) before the end of the deadline (45 days, 1000 hrs for mine). However, instead of doing what I want, I get the 20 questions and the hard sell my Marlon to "try it for another 2 months, free and even get an upgrade disk."

Two months later, I again decide to cancel (BTW no disk came) with the additional aggravation of being charged for those "two free months". Of course, this rep doesn't know how this type of error happened but to make it right, she'll credit my MasterCard and promptly cancel me. I'm given a cancellation number and glad to have AOL out of my life.

Now four months later, no refund. A new call reveals that although I was cancelled, no request for refund was submitted and that I can't get a refund because my account is cancelled. However, if I reactivate, I'll be sure to get it in 5-7 days.

What do you do? Like an idiot, I agree stating clearly that I don't like the service as soon as I verify my refund, I'll cancel again. If in 7 days, I don't see it on my card, I'm calling everyone from the State Attorney General's office to the BBB and even my Inspector General (I'm military).

I realize that people can make mistakes, but how is it that not one person that I deal with at AOL can complete a simple refund/cancellation transaction? I have to believe that there is some inherent fraud and abuse condoned (or at least overlooked) at the highest levels. Quitting AOL is tantamount to leaving a cult. I refuse to let them cheat me and I hate to see it happen to other people as well.

Todd
West Point, New York
U.S.A.