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Insensitive to Customer's Needs
By -

LEAGUE CITY, TEXAS -- I have had an account with AOL for many years. My husband died two and 1/2 years ago and the account was in his name. One weekend recently I was having problems getting on the internet and to my email. I called in to tech support and thought the problem was solved so I hung up. When I signed on again I was able to get to my email but could not read it so I called in again. After few failed attempts to solve the problem the person I was speaking with said he would just start the process over. When we reach the need to put in the password, I didn't remember what it was because my husband had set it up quite awhile ago.

Since my name is not on the account they would not reset it so I could use my email and computer and they were to mail me a form to change ownership of the account. After a few days I called and ask them to either email or fax the form to my work but they wouldn't do it because the form had already been mailed. A few more days went by and still no change of ownership form so I called again and explained to them that I used that email for my business and was losing money because I couldn't get to my email or even on the internet. Once again I got nowhere, even a supervisor was no help.

I told them that they had a problem with taking money from my checking account that he was not on but wouldn't help me with my password. I am very upset, frustrated and angry with all of this and when I get that paperwork to change ownership I plan to complete it and return it to them and as soon as my emails are switched to my new email I will never use them again. I cannot believe that there are no provisions for situations like this. Surely I'm not the only widow/widower to experience this. They just showed me that they have no regard for their customers and couldn't care less. I wish everyone would drop them then maybe they would care.

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AOL Charged me for a free account that was cancelled
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ONLINE -- I opened an account 7 months ago to get my home computer, which was very old, to work on AOL dial up. I did the free trial run. I cancelled the account 1 week after opening it because I figured out how to get my broadband to work with the old computer. A few months ago I began getting calls from AOL asking about my account from AOL. I told them it was supposed to be cancelled, I have not used the account. I do not know what the last 4 digits of the credit card was used, so, they refused to cancel it again. They began calling every couple of days saying the same thing, until I finally said to take me off your list to call, I am tired of it.

It is very easy to check and see if the account was ever used, but they are saying they can't do this. Any hacker can do it. I did not even know the email address on the account. I have since found it out through spending hours on the phone with AOL. I got a bill in the mail stating that I owe $103.60, for an account that was cancelled and forgotten until the calls. The people at AOL know this email address was not used and refuse to take the charge off. How are they still in business charging people after they opted out of the free trial, and then harassing them? I have heart problems and this is going to cause me to have a heart attack.

If I have to go to court, I will be filing for damages from the stress this company has caused me. The worst thing I have ever done was open a free account with AOL, and then cancelled it a week later. Between the phone calls, and getting a bill over $100 in my mail, I don't know how much more I can take. AOL is saying that they have no records of their company calling me. I have records through my phone company. I am tired of being billed and harassed for a free trial run that was cancelled. My heart can't take much more, and I am at my wit's end. I am to the point of getting a hold an attorney and filing for damages!

I will be going to every forum on the internet and let people know what this company has done to me, and how I have had to calm my heart rate every time I call to have it fixed, because this company just wants to charge people no matter what. They have made it very hard to cancel an account with them, even after the account was canceled, they refuse to cancel it and keep billing. I can't take it anymore.

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AOL Cancelled My Account of Over 7 Years (a Paying User) With No Reason
By -

STERLING, VIRGINIA -- I have been a PAYING user of AOL for a good 7 years plus. I used AOL just fine - last night and then this morning I tried logging in and it wouldn't let me. I also spent a lot of time on the phone with getting no where or no one that would give me a reason other than I "may have violated terms of use" even though I have done nothing different than I have the last 7 years. I was told to write a letter to ** in Sterling VA to have my account reactivated. So I did and went to the post office to overnight it $20.00. Once I left he post office the more I thought about it the more it pissed me off that I had been a paying customer for that long and no phone call or email as to why.

So I called back again to get the same response and they couldn't give me a phone number for the people that choose to delete your accounts and she told me I needed to write a letter, but this time I got a different address and she said she had no clue why the 1st lady told me the wrong place to mail it. So I mail the 2nd letter (another $20.00). I could have sent it regular mail but all my banking, credit card statements, notifications, etc. are emailed to my AOL account. Guess that does me no good now!!!

What a joke that someone can delete your account of over 7 years. I mean if you were sending out spam, etc wouldn't you have been doing it the 1st part of the 7 years?? Funny you can write a letter but no way to contact them directly. AOL should realize you can get online and email for free, they should treat the people that pay a little better!!

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Services
By -

Have been with AOL 20 years... should have left long ago. They are automatically charging me every January over $200. It is my fault, I have been too busy to change, but I will. It would be unthinkable for AOL to say "You are overpaying"... Because I am busy (I am thankful considering what a mess this country is in and soooo many people are hurting) I wish to get online and do the needed things, especially stock-wise, and get on with business. Well as most people know, that is not the case with AOL and many times need to go elsewhere to get my info.

This week AOL has taken another step backwards on their finance page... Get someone with a portfolio to design this page, please - at least the last page I was able to set up and follow. It seems that the case is when "we" get settled in, it's time to change for the sake of changing. Why is the chart for % change to S&P locked in??? Chart - today or any period - price, vol, time is important.

Quit asking me for update on id... that's an excuse for inability to get through. People are telling me to get away from AOL, I'm always complaining about it. I am babbling... I need to get back to work, but will get time to change. I hope for a response. You should be able to get something out of this complaint. I hope.

Update: I just complained about AOL finance page and a couple other things that frustrate me almost daily about AOL. I left and came back to office to check something and again they needed to put me through that regime of checking the id thing... just like a slap on the hands for complaining. When are the prices going to change on the stocks on this new page? That's alright, I went to another source... will get rid of AOL soon, I hope. I know people out there are saying "Just get rid of them then you don't have to complain." Problem is I need to find out how to do it. Call - got to go.

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AOL Customer Service
By -

For most of July, I have been having trouble with AOL service kicking me off. I finally was able to locate a phone number so I could contact them. On July 15th, I spoke with tech support because I kept getting a 1502 error. Tech support had me uninstall AOL, and we were going to reinstall it. I would have never uninstalled myself. Anyway, we were going to reinstall it but something was missing so AOL couldn't be reinstalled. The tech person said that there was nothing we could do until I received a disk from AOL to reinstall it. There used to be AOL disks everywhere but not now. He told me it would take 7-10 days for the disk to arrive.

I then called back because I was going to be unable to access AOL until that disk arrived. The customer representative told me to call back when I got the disk and get a partial credit. Now here is where my complaint begins. I got reinstalled on the 24th of July, unable to get online from July 16th to July 23rd. I called on Monday July 24th to get my account uncancelled and to get a partial credit. I tried to explain to the representative that I was unable to get online for 8 days and I would like a partial credit. She told me they didn't do that. I tried to explain that I couldn't get online.

She asked if I was able to access tech support, I said yes but, she said that I couldn't get a credit. I tried again to say I was waiting on the disk, she again asked if I could access tech support, I said yes. She didn't listen, didn't understand, or just didn't care. I could call tech support all day long and they weren't going to be able to get me back online. The cust serv representative just wouldn't give me a chance to explain that. Just because I could "access tech support" didn't mean that they could help. I tried explaining that I wasn't able to get online the 16th through the 23rd.

She told me that she was showing activity. It was unauthorized if there was because I couldn't get online. I only pay $11.99 a month, so that is about 40 cents a day. I guess a credit of about $3.20 would just break the bank. It is not even about the money to me, it is about the fact that I feel like without actually saying it that she inferred that I was a liar and stupid because I could access tech support so I should be able to get online.

What is the point of having customer service if the representative is not going to listen or UNDERSTAND the customer? To me that is customer disservice. I am researching other internet providers, I just don't want one like AOL with bad service and bad cust service.

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Unexpected Cancellation Without Notice
By -

TUCSON, ARIZONA -- This is twice in 10 years these people have done this to me, cancel my account without any notice whatsoever. Possibly before I might have deserved it even though it was seriously provoked as I would click on a story about something legal and was always sent to a room full of the most despicable people on this planet, mean, angry, vicious, just bullies that would attack anyone that came into the room that wasn't a regular and I finally told them what I thought of them and then of course they reported me.

This time though I have been quite boisterous about this election and even though I have posted many times I never used the N word, I never physically threatened anyone particular person, I might have wished the worse for those that voted for a man who could sit comfortably in church while some godless individual **, but I threatened no one. However I went into my computer this a.m. with no thought whatsoever of being unable to get online and I found that AOL had canceled my account due to a complaint.

If you know anything about the internet then you know you have a large number of very childish people who act just like they did in grade school when they ran to the teacher, "teacher, teacher, Johnny pulled my hair, Tommy pushed me". At this point in my life these people could cancel my account and I would not flinch except for the almost 4 years of emails, backlog of phone numbers, various documents in my AOL file where I will save important emails, jokes, stories, and all this gone without warning.

If these jerks want to cancel an account - fine, BUT, someone needs to step in and help make sure that they give a person a warning and the ability to remove their personal information. I have people that I have been corresponding with, not lovers, not anything but just friends and now I haven't the faintest idea how to get in touch with them. Some I can remember their IM name but just recently any number of people have responded to some ads I had online on Craig's list about exotic birds I'm selling, we've talked back and forth without swapping phone numbers, GONE! Everything, GONE!

I have been on the phone today with everyone from the ACLU to my Attorney General and all of this could have been avoided had they just notified me my account was to be cancelled. When they cancelled me before I lost phone numbers of ex-schoolmates in Georgia. I am in Tucson, I'm 65 and I have no way of getting in touch with those people. As I have tried I find no listing for them, again, everything gone!

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Worst Service I Have Ever Experienced
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW YORK, NEW YORK -- After requesting over five years ago to cancel our membership, they continued to bill us. We finally contacted our credit card company and cancelled with them. Once we did that, America Online representatives began calling us daily. When we asked them to take us off their call list they continued to call anyway. Recently when we came back from being out of town, we had 8 messages from them. Over the past four nights they have called every night.

We have not used AOL in over 5 years and they still call us members because they have your credit card number and can bill you. They do not adhere to the 'Do not call' request and I would never use this company. They are horrible and the greediest company I have ever dealt with.

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Hearts/Farts
By -

The problem with AOL is that it doesn't like to lose even in a game like hearts. The games will load you with clubs 90% of the time - this ensures that you will get the queen of spades 90% of the time. The queen of spades has a 13 point value in a game of 26 points. The object of the game is to get the least number of points, the first player to reach 100 points is the loser. You can play hearts for hrs over days and not Win one game. The game knows exactly everyone's cards and plays accordingly.

There are four player - 3 run by the game and the human player. This of course guaranties a winning rate of better that 90% of the time. This game absolutely cheats. I have gone so far a writing to the FCC in this regard. I am also contemplating writing letters to their sponsors now we know why Time Warner dropped AOL.

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Breach Of Online Security
By -

I recently went online with AOL to change the billing on my account to be paid with a check - debit card instead of the credit card I had used for years. Among other personal information, I was REQUIRED to give the password to my debit card along with all the other vital information. A few weeks later, many unauthorized debit charges hit my checking account. They were originated from overseas and made to a foreign company. My card has never been out of my possession and I am the only user.

I provided AOL this information with great reluctance and now my worst fears were realized. Your system is NOT SECURE. My very private and personal information has been leaked and compromised. I ABSOLUTELY HOLD AOL responsible for this. A very angry AOL customer.

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Thank You For Screwing My Business Too
By -

AOL has shut down my accounts, which I use for my business and will not respond as to why. I have submitted the info for sending emails to MY customer base. After sending out emails a week ago my accounts were shut down. All I can get is that I need to send a written letter via US POSTAL to the CAT. I have been a member for nearly 15 years. All I can ever talk to is foreigners that I cannot understand. I sent them a letter via mail, paid for next day delivery by noon.

A week later and still have no response. They get my payment every month yet I can not get any satisfaction. I have a lot of saved business material on my accounts that I can not retrieve.... How legal is that? I have always "followed the rules" and when I got a notice of a TOS I responded to ask what I did to no avail... NO RESPONSE - Imagine that. I guess they think they are so big that they can screw over their customers.

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America Online Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 3 ratings and
114 reviews & complaints.
Contact Information:
America Online
770 Broadway New York
NY 10003
212-206-4400 (ph)
www.aol.com
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