Complaint Review: AOL

I subscribed to AOL DSL service in February 2002. For the most part I was happy with the service, and in November 2003 I was moving and called customer service about three weeks in advance to inform them so that I could have my service setup at my new residence. I was told I would have to wait until I was already moved into my new place and I would have to call back.

When I called back three weeks later, I was told I would have to cancel my account, send in my modem, re-order the service and they would send me a modem again. I thought it was a big hassle but I was happy with the service so I agreed and I cancelled my account. I was told to wait for a confirmation email (I still had dial-up service), which I never received. I contacted them a week later and informed them I had not received any emails from the company and that sending back my modem only to have the same model shipped back to me was a huge inconvenience.

I was told again to wait for confirmation that the account was cancelled before returning the modem. About 2 weeks later, I noticed a debit to my checking account for $99 from AOL. When I called customer service I was informed that I was charged this fee for not returning the modem and that if I were to return it now they would only reimburse me for half the $99. The next day I contacted my bank, informed them of the situation, filled out an affadivit of unauthorized ACH debit, and my bank posted a $99 credit to my account within 24 hours.

Thank you Commercial Federal Bank!

Corey
West Des Moines, Iowa
U.S.A.