Complaint Review: AOL

On December 8, I contacted AOL to cancel my Internet service because I had signed up for a DSL service. I was asked if I would like to sign up for the "bring your own access". I replied that I did not since I wanted no further charges from AOL.

I was told that I could have 3 free months of BYOA. I asked if there were any charges associated with this and was told that there would be absolutely no charges. On Dec. 16, received an E mail stating that my checking account would be billed for AOL services. I contacted AOL again and was told that this E mail had been sent in error, that no charges would be billed.

On Dec 26, AOL charges were deducted from my account. I discovered this on Dec. 31 and again called AOL. I was told this was a mistake and my checking account would be credited for the amount deducted. I asked at that time that my "free trial" be discontinued because I wanted to ensure no further amounts would be deducted from my account. As this had not happened by Jan. 5, I again called AOL and was told that this was for services in November.

I told the representative that this could not be true because AOL requires payment in advance. I was then told to call another number to report this problem. The respresentative there told me this was a legitimate charge since I still had AOL.

I explained that I had cancelled on December 8. She gave me another number to call to get these charges removed. When I called this number and tried to explain, I was not allowed to finish a single sentence. I was told that I did not call to cancel till Dec 31st and that I had been using the account thru December. I tried to explain about the free BYOA but was told that had nothing to do with what we were talking about, that these charges were for AOL by phone.

I tried to explain that I had cancelled ALL services on Dec. 8. I was told that I did not call till Dec 31 and even if I had, that would not have cancelled the AOL by phone. When I asked her why I was told there would be no more charges and then that my checking account would be credited, she told me that no one told me that and that if I didn't stop questioning what she was telling me she would hang up on me.

I then said I wanted to kknow why the information I was given was different each time I called them. I was informed that I had been given the same information each time I had called. I do not understand how AOL can get away with giving out such conflicting information nor how they can justify being rude to their customers. I ended the conversation by informing them that they were no better than tthieves since they had deducted money from my checking account for services I had cancelled and did not want or use.

Bonnie
Jefferson City, Missouri
U.S.A.