Complaint Review: AOL Internet & AOL Netmarket

Last year AOL couldn't tell me where a charge on my checking account for $79.99 came from and therefore could not refund it because they couldn't find it. I was extremely busy and could not pursue the issue.

This past June I noticed two debits on my checking account for AOL interenet services (one for May and one for June) which I had already cancelled. I called 6/24 to have it taken off. They would only take the last debit off, but didn't. In August I received another charge, they didn't charge me in July. I called on 8/15 they agreed to take off the June and August charge saying it would take between 2 - 15 business days. When it wasn't off by 8/27 I called back, asked to speak with a manager which they wouldn't let me do. The person argued with me saying it was my banks problem, they processed it on 8/15. I work with banks, it wasn't my banks problem.

Again I asked to speak with a manager and was refused. Finally he said they had had computer problems and it would be processed the next day. I was finally credited on 9/5, it took 21 days!

On 10/21 I rec'd a AOL netmarket cataloge which stated my membership was about to be renewed and if I didn't cancel they would continue with it. I realized this was the $79.99 charge I'd received the year before. I called back the same day I rec'd the cataloge and cancelled. I was furious, I wanted to speak with a manager because of all I had be through with the internet service and again they refused. One 11/13 my account was debited $79.99.

I called on 11/14 demanding a manager but not given one. I demanded a refund immediately and was told the same story of 2-15 days which I exploded over. I told them I went through this with the internet service and was not going to deal with this again. They said they were not the same company. Then how did you get my debit card number?!!! I spent over an hour on the phone trying to get a manager and or at least a managers name which the person would not give me. He wanted to know why I wanted the name and I told him I was going to file a complaint with the Texas Consumer Protection Agency. After another 30min. he finally gave me a name.

I still have not rec'd the refund, but I know how banks process these things and if AOL made it available to them on the 14th, the longest it would take is two business days. Most of my debit card transactions occur on the same day. AOL is such a rip off and it's disgusting that they are getting away with this. Not only are they ripping people off, their customer service sucks, I should be able to talk with a manager. They are also keeping customers money longer than is necessary.

Dawn
Austin, Texas
U.S.A.