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Cancellation Saga
Posted by on
Trying to cancel a trial membership over the phone turned into an extended sales pitch by the representative, Sam in Toronto, in an attempt to stop the cancellation.

Realizing Sam is only an employee who is trained to behave in this way by AOL, is progressively aggravating. I asked twice to speak to his supervisor and my request was completely ignored.

When I asked repeatedly for the cancellation confirmation number, Sam responded that it was necessary to follow a script 'procedure' before he could give me the number. And began asking me a list of questions.

I told him, I was extremely busy and I just needed confirmation that the account was closed. Sam then tried to make small talk and asked me about the weather where I was.

Again, I repeated I simply needed the confirmation number that is all. He proceeded to create a sort of 'guilt' trip scenario, saying that while I was waiting we could at least have a friendly conversation.

I'm sorry Sam, I don't know you, I don't want to have small talk with a customer service representative from a company that I no longer want to do business with.

Will AOL ever realize, that their customers should be treated with respect? Respect for their time and their choice in internet service providers?

I still don't feel confident my account was actually cancelled even though I retain a physical confirmation number. An automated voice assured me it was, after Sam and I were finished talking and that I should receive a confirmation letter in the mail shortly.

I'm posting my confirmation number: 06245442759 March 18th 2005 12 pm -- for possible recourse should AOL attempt to 'know nothing of the cancellation' and charge my card on file.

AOL has serious customer service, policy and procedural issues and still chooses to think they're a monopoly that can control peoples' free choice.

I highly discourage anyone from subscribing to AOL.

     
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STUPID on 2005-03-19:
REGARDING AOL, I TOO WAS PUT THROUGH A FRUSTRATING SEVERAL MINUTES WHEN I CANCELLED LAST YEAR. I FINALLY THREATENED TO CONTACT THE ATTORNEY GENERAL AND FILE A COMPLAINT.
Lee0201 on 2005-03-19:
My experience differed from the existing complaint only in that I spoke to "Mack." During my phone call, he gave me some double talk about how, as a courtesy to a "loyal customer," he would add another two months of free service. I couldn't see any problem with that (at the time) so I agreed.

Not only did I continue to get billed $24 a month for the next two months, I continued being charged after that. I called back again and spoke to another representative who told me (rather abruptly) that I had not, in fact, cancelled my account but had actually elected to continue it. After several minutes of listening to various sales pitches and free offers, I was finally able to get this new person to cancel my account outright. A few weeks later I did get a letter of account cancellation confirmation. On the back of that letter was an application for renewed service from AOL. To this day, several months after December (the date I originally requested the initial account cancellation) I still receive offers and CD's from AOL. I find their marketing techniques to be a bit to "user unfriendly."
jlmgodzilla on 2005-03-19:
I went through the same saga when I tried to cancel after 5 years! You would think they'd be more apologetic and invite you back nicely, rather than badger a customer until they NEVER want to be with AOL again. I wonder who brainstormed the idea that they should do this? That person/group should be fired for losing present customers and any future customers that we are warning. jlmgodzilla
rocksolid64 on 2005-03-20:
I cancelled AOL too, a few months ago. Just wanted to add my spin on the reason for the small talk. Taking some of the money they charge from their oversized bill, invest it in faster computers for the customer service personnel.
Ewok on 2005-03-20:
Ditto. This sounds exactly like the experience that I had, while attempting to cancel AOL. It took me two days. The first day, I could not make the person, with a foreign accent, that I could not be persuaded to continue service, even though they were offering a special $4.75 deal. I tried the second day, with a, English-speaking, person who didn't want to take "no" for an answer. She became very rude, toward the end of our transaction. I would advise written cancellation, for those wishing to cancel AOL.
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Services
Posted by on
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 over paying".... 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 on line 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 else where 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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GenuineNerd on 2011-08-05:
Unless you are still using them for dial up service, you shouldn't have to pay for AOL. Most AOL content, including e-mail, is free now. Cancel your membership if need be.
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Insensitive to Customers Needs
Posted by on
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 week-end recently I was having problems getting on the internet and to my e-mail. I called in to tec support and thought the problem was solved so I hung up. When I signed on again I was able to get to mh e-mail 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 passwork, 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 e-mail 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 e-mail 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 to change of ownership form so I called again and explained to them that I used that e-mail for my business and was losing money because I couldn't get to my e-mail or even on the internet. Once again I got no were, even a supervisor was no help. I told them that they had to 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 mu e-mails are switched to my new e-mail 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 my that they have no regard for their customers and couldn't care less. I wish everyone would drop them then maby they would care.
     
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MDSasquatch on 2010-07-08:
try gmail
Weedwhacked on 2010-07-08:
I hadn't heard anything about AOL in years. I didn't know they were still around.
Anonymous on 2010-07-08:
MDSasquatch> +10 Gmail is the way to go.
Mrs. V on 2010-07-08:
Send in a copy of the death cert along with a brief note requesting the change of account. Do this certified/return receipt requested.
madconsumer on 2010-07-08:
I hated aol. it is bloatware, and full of spammers and pop-ups.

great review.
Sheriffs Uncle on 2010-07-08:
AOL is comparable to classmates.com. They will have to answer to somebody someday. What they do is immoral.
jktshff1 on 2010-07-08:
Unless AOL is your primary web server. Just open your own account in your name.
My better half has a copy of all my passwords, as well as me hers.
Ytropious on 2010-07-09:
AOL sucks, I would drop it big time and get something else. Also, you have dial up....and you use it for business??
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Poor service and unethical business practices of Netscape
Posted by on
I originally signed up for Walmart Connect ISP and that service was later taken over by Netscape. From the outset it was evident the service was actually being handled via AOL. The service was extremely slow. A fast connection speed would be 34bps, and often connection speed would be down in the low 20 range. This made searching the web extremely time consuming, and I was even unable to update my Windows 2000 with Service Pack 4 due to the slowness of the connection. Microsoft would eventually drop the download due to the length of time being taken and the amount of download information. I tried another service (People PC) and found it even more objectionable and eventually got out of it. When I recently decided to try local LAN connection, and found it to be much more satisfactory, I began to try to get out of the Netscape ISP contract. They used many delaying tactics. First it was extremely hard to find the information on exactly how to cancel the service. Then when the page was found that had links to forms to used to email or mail in cancellation of service requests, I was met with page that said my account was denied access to these pages due to lack of authority to access those pages!

I then emailed a terse message to their e-mail address and advised I wanted to discontinue the service at the end of the current billing cycle that I had paid for. This brought a response that Netscape did not provide for "pending" cancellations and that when I notified them of cancellation that the service would be cut off at that time. Further disclaimer about this said to give them at least 72-hours notice. The last e-mail contact I had with them was within the 72-hour time frame. I decided I should call them on their cancellation number to be sure I was not going to be billed for another month on 1/28/08. Expecting them to take a day or two to cancel thus giving me time to retrieve any email messages I had not already gleaned from my archives, and expecting that it would not be cancelled until the end of the time for which I had paid for service 1/30/08, I came home to find that the service had already been disconnected. The night prior to this I had been unable to connect...probably due to their sabotaging my account, due to "no dial tone" which was absolutely wrong! There most definitely was a dial tone! Other problems with their service were deletion of emails, emails being unable to retrieve due to their deciding to no longer allow downloading or forwarding of messages being saved in archival files.

In short, I would not recommend Netscape to anyone due to poor service, unethical delays in providing information and cancellation avenues, and blatant theft of services already paid for!

It is a shame these big companies can rip people off in this manner. I see no reason whatsoever a large "computer" information company could not program a cancellation of services at the requested date thus allowing customer access to their files for the duration of time purchased. I guess this is fast becoming the AMERICAN WAY of big business ripping the public off!
     
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Anonymous on 2008-01-29:
Netscape was bought by AOL. AOL announced they will no longer support Netscape after 02/01/2008. Thank you Bill Gates for crushing another competitior off the map.
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AOL is the WORST Company in the WORLD
Posted by on
CALIFORNIA -- I helped my mom sign up for AOL years ago. I cancelled my account in summer '05 and went through the same things written about here. But when my mom tried to cancel a few months later, the customer service, or lack thereof, was ridiculous.

She couldn't get through online via the keywords "cancel" and/or "billing" so eventually she just cleared AOL off her computer and set about trying to phone AOL to cancel her service. When that proved futile, she thought, "well, my card expires in April, so they can't bill me after that anyway." She was wrong. AOL was the ONLY vendor who she had automatically billed to that credit card who kept billing her on an expired card. Every other company contacted my mother and told her she needed to update them with a new expiration date in order for them to bill her automatically.

Finally - after trying to call them for months. We decided we would search on the web for a way to cancel AOL - assuming someone out there had gone through a similar experience and written about it. We were shocked to find this site and read so many stories that were eerily similar.

We used a phone number someone posted on here and did get through to Customer (lack-of) Service and were treated like complete idiots. They used phrases with us such as, "okay - once again - to reiterate, since I don't think you are understanding me" etc. They were so demeaning and rude my blood was boiling. They kept asking when we had tried to call before. I finally got on the phone and told them that NONE of that mattered. The history of us trying to contact them was insignificant, we want it canceled now. He then said, "Okay - well please listen to my instructions so you don't have to call me and scream at me again if your account isn't properly cancelled." Scream at him. Please...I was reserved considering how angry I was.

We were told that if we didn't listen to his "instructions" we might "accidentally reinstate the service and void the cancellation." What the flip does that mean? Finally - he started to hang up without giving us a cancellation number. When we asked for one - he THEN said, "do you want an immediate cancellation?" AAAAAAAAAAAAAAHHH! "YES!" So THEN and ONLY THEN did he start the cancellation process. I asked him how many months he was going to reimburse my mom for and he said that he was going to reimburse nothing because the account hadn't previously been cancelled. He told us it was OUR responsibility to get them the correct credit card information and the credit card company's fault for letting an expired card go through. He was so rude and condescending that I asked if I could speak with a Supervisor. He said, "well this call isn't "escalatable." I said, "oh really - well, I'd like to speak to him anyway" and he said, "well I can see if he 'wants' to get on the phone." WANTS???? OH MY GOD!

Finally a Mr. "Willy Williams" got on the phone and was ten times ruder than the first guy. He kept talking down to me, and acting like we are the only customers to ever have this problem - basically calling us idiots. He then said they would email us at the AOL address with a confirmation. I was so frustrated I said, "SIR! She hasn't used her AOL account in over six months - so emailing her there won't help." To which he replied, "well, I said it was going to be emailed there, I didn't say she had to read it."

Finally - he was so rude I grabbed the phone and told him all about this website and about the Attorney General's decision in New York which was to reimburse thousands of previous AOL customers millions of dollars for their cancellation schemes and tactics. I told him we were NOT idiots even though he was talking to us as if we were and I told him he could act like this is the only time this has happened with AOL and a customer but really AOL Is known for being shady and sneaky. I said, we will take up the reimbursement issue with our credit card company and I hung up. I am incensed. I understand that they don't care about us now b/c we are no longer customers, but that was beyond bad customer service. I can't believe those people get paid to talk like that. What jerks.

I've seen dozens and dozens of similar reviews on tons of different consumer complaints websites. It's truly sad that AOL doesn't care about any of them. The guy I spoke to was so rude and acted like I was crazy and was so patronizing. He acted as if this was the first complaint of this sort he had ever heard. Give me a break. AOL is never going to be my choice of any type of service provider. Period. You can't make up for this kind of horrible customer treatment. Too many company's appreciate my business for me to put up with how AOL spoke to me (and SCAMMED me AND my mother).
     
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Doc J on 2006-07-11:
Clever little SOB's at AOL. MSN no different. Believe me, I've hear enough horror stories about all of them.
CrazyRedHead on 2006-07-11:
I don't see a scam here. It 'is' your responsibility to give them a current CC. But I agree with you on everything else. I had AOL for 5 years and really enjoyed them. Towards the end I got Mediacom and no longer needed AOL. I called to cancel and got a 30 min sales pitch. I told him that I don't need it and it isn't on my computer anymore. I reforatted my hard drive to get rid of them.

To me they are like roaches and termites. They get into your system and cause a lot of damage and are hard to get rid of. I would not take back AOL if you gave me a free lifetime of AOL.
Brenda Leah on 2006-07-11:
I somewhat disagree with the complaint. It may be a pain in the ass to cancel AOL but it doesn't take months. I called to cancel and yeah I had to listen to them try to keep me but in the end I was able to cancel on that very same phone call. One phone call. About 30 minutes of my time.
Anonymous on 2006-07-12:
Willy Williams, wasn’t he the mayor of SF? I see a scam here that is common place now a day. It was not your responsibility to give them a current CC and a good thing you didn’t or they would never leave you alone. There pitch is to get you to stay what every you want, you can get the “service” for 5 bucks a month if you put up with this kind of crap. You did good and now you can relax, it’s over….
Jop on 2006-07-12:
I cancelled my AOL, when I finally got to talk to someone, I asked him if he minded if I record our conversation. He never said it was OK but he talked nicer to me after that. This has been recently so I don't know yet if they will continue to bill me. I know of other IPs that are the same as AOL when trying to cancell.
Sparticus on 2006-07-12:
That's a good idea Jop. I may try that in the future if I'm having trouble with a company.
LonghornGrl on 2006-07-12:
My mother did try to call for months and she did try to use the AOL keyword "billing" thing but it NEVER worked. When she/we tried to call it rang and rang and rang and she decided to try later. The number we had from AOL never was answered.

The only way we finally got a number that worked was by doing a search online and that's where we not only received a number that went through but also saw that there were tons of similar complaints.

Also - it was not my mom's responsibility to give them a new credit card number. Because she couldn't get through to them, she assumed, like every other legitimate business who had her credit card number, they would have to contact her and get a new number or new expiration date. No other vendor would just go ahead and use her old card and make up their own new expiration date. AOL is the only vendor of hers that did that. That is shady.

What they should have done is stopped trying to collect from a card that was expired and try to contact her to tell her they needed updated information. Which, they didn't do.

Everyone has an opinion - and if some of you think the credit card was truly the issue, I respect your opinion. But, the treatment I received from AOL when I did get through was so rude, that I don't know how they are still in business, especially after reading so many other stories about them.

And this is not the only site online with customers venting about their bad experiences. It's everywhere. Kind of revealing if you ask me.

Oh - and for the user who said they took everything AOL off their computer - SO DID I! I got a new laptop and it came with AOL even though I asked them not to include it. So I just took off everything AOL that I could find on my laptop.

It's nice to get responses, so thank you to everyone who posted one.

Ciao.
Anonymous on 2006-07-12:
"Note: AOL does not allow members to cancel their accounts online." http://clarkhoward.com/shownotes/category/8/332/334/368
footballguru on 2006-07-16:
I was told by my Bank that Aol is the hardest company to stop automatic payments from being withdrawn from your account on even if you cancel over the phone. I was told the best thing would be to close my bank account and start again. That's to give you an idea of what a nightmare it can turn into trying to cancel this service and stop them from taking further payments. My advice is to 1. Call and cancel the service via telephone get a cancellation number if possible. 2.Put a cancellation request into writing include the date you called and the cancellation number in the letter and make sure you specify that a copy of this letter is being kept on file for legal purposes and send via certified mail with a return receipt.
Dr. Kraft on 2006-07-31:
Look up the guy that recorded his efforts to quit aol...http://insignificantthoughts.com/2006/06/13/cancelling-aol/ his website is loaded with other people reporting the same. Msnbc carried the story, so did kfi radio. It took me over 5 months to cancel! It may not happen to everyone BUT IT HAPPENS OFTEN ENOUGH TO BE A SERIOUS MATTER!

I started getting merchandise in the mail from them that I never ordered but they charged it to my card. (No kids at home, just me and my husband who does not know how to use my computer.) Each time I would send the item back and demand that they stop. They charged 3 digital cameras to my cc! I can only guess that they thought I would keep one instead of going to the trouble to send it back. So I cancelled my account.

The next month they were still charging my account...not only the $9.99 for the accounjt I cancelled ( I had my own ISP) but for ANOTHER ONE at $24.99. ( had forgotten about this part when I went to Vinnie's blog)I called and told them I had cancelled and that I was mad enough that they were STILL charging me for that account, but had ADDED one! This kept happening month after month..I would cancel, they would charge, I would cancel again. I finally just reported my cc as stolen in order to get rid of them! And they even had the nerve to call and try to get the new number from me!

Try speakeasy for dsl and voip...they have incredible service and people...lots of extras!
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AOL makes it easy to sign-up but difficult to cancel without a price!
Posted by on
SOUTH HILL, VIRGINIA -- I should have followed that inner feeling which almost "said" that I should not bother with AOL, but there I was with a brand new laptop,my first laptop after having had several desktops, including a good looking eMachines desktop which blew out, about a week after the warranty. OOps! that is ANOTHER story.

Back to AOL; there it was beckoning me to give the FREE FREE FREE trial subscription to its internet services( blah, blah) a try. I could have resisted the temptation, but I did not. I went for it, although I have been "around the block" so many times and for sooooooooo many years that I know (?) that the word "free" usually means that if I fall for it, I will most definitely get a bite in the butt or in the pocketbook! And after all that KNOWING and YEARS of experience with "stuff" I still got caught.

Anyway, shortly after signing up with the FREE Free trial, I realized that I did not want AOL. It was too aggressive, took over my computer, it seemed. Made decisions for me. I even wondered if it would make the payments on the laptop. (meow) I wrote, emailed, that is, customer service and indicated that I did not want AOL- the FREE trial after all. I got a nice email back extending my trial usage if I wanted to stay with it a bit longer: blah, blah, again. I thought what the heck and said that I would try it a little longer and maybe it would grow on me. A couple of weeks later, I knew that my first decision was right-get rid of AOL! I tried to cancel online, using whatever information they provided for cancellation, all to no avail. Finally, found online a snail mail address and fax number, both for cancellation. Mailed a snail message to address provided; sent a copy by home fax and sent email to customer service at AOL. Next, found myself another ISP and went about my merry way until Monday when I went to the bank to check my ATM balance and discovered that my account had been reduced by almost 26.00 on that day and I had bought nothing, nor had I used the ATM and I had ordered nothing online. So where did the almost 26.00 go, I asked my bank customer service. To AOL came the reply.

I spent hours explaining and explaining and listening to AOL tell me that they had not received the Fax or the snail mail or the customer service email because all the numbers and addresses I used were not REAL AOL information,even though I got the information from AOL sites.

By the by, I had only used the FREE FREE FREE trial for 60 HOURS-all total. But because they claimed that they did not know I wanted to cancel the FREE TRIAL,since they did not receive any of my correspondence, they assumed I was keeping the account which by now was past the FREE FREE (ha!)stages although it had not been used since late December 2005 or early January.

Like some other disappointed consumers, I,too, closed my account for fear that I will not get the cancellation confirmation number AOL promised, but instead they will get more of MY money! I could not sleep that night for thinking about what they could do. Needless to say, the next morning, bright and too, too early, I was waiting at the bank to close my account.

What frauds! Another lesson reminding me to listen to my inner voice even when I do not understand. And for anyone else who is vacillating about signing up for AOL, DON'T!!!

Spread the word about AOL-a personification of deception!
     
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CrazyRedHead on 2006-04-07:
You have to call then and be very, very, very persistent about cancelling. You have to make sure that you get a cancellation confirmation code. They only take notes when it suits them, so make sure you get the time, date and whom you spoke to, make them spell it out if you have to. I haven't had AOL for about a year and my computer runs better than ever. The last time I subscribed to AOL it only lasted for about 4 days. There is no more 90 day free trial but a 90 day 'risk free' trial. You will pay first and if your not happy within that time period you can get a refund. It took mine almost 3 months. AOL software caused my computer to crash twice. I even reformatted the hard drive and it still crashed the system. Even with all of there (useless)protection systems, I still got viruses, spyware, adware and pop ups. And the kicker was when I tried to uninstall AOL, my computer STILL crashed. Even though I reformatted my hard drive to get rid of all traces of AOL, it keeps popping up here and there in little files. You have to keep an eye out for AOL even if you don't even subscribe to it. It'll wrap itself around your computer and it will practically take an act of God to get rid of them. I know I have been with them off and on for over 6 years. I finally got internet service through my cable provider and I love it.
Shcomu on 2006-04-13:
Thanks for responding. Oh, I am usually no doormat when I say NO! It's just that I wanted the "Best" for the then-new laptop and with all the hoopla about AOL, I thought I would give it a try. But, I did not use it more than 60 hours as verified by them. And yes, I have already checked about my confirmation number for the cancellation and I do have the "name" (?) of the person with whom I spoke, blah, blah. As an extra precaution, as I said preiously, have closed that bank acct so there is no money for AOL or any other "A"!
I am awaiting the snail mail with the confirmation number and I have have taken every thing related to AOL off my computer and refused the gratuitous use of the limited service which they wanted to extend to me for FREE. I guess I do appear to be duncelike to them, but told the person I never wanted anything else to do with AOL. And wouldn't you know-got some new mail from a lovely relative last evening and she uses AOL!
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AOL Impossible to Cancel
Posted by on
STEWART, TENNESSEE -- Today Feb 18 2006 I ONCE again have tried to CANCEL my service with AOL. We signed up with AOL in April 2005, we TRIED to use it with our MAC for the web cam, and it didn't work the way we wanted it to so we called and canceled it in June 2005. In Nov. 2005 I noticed that it was still debiting out of our account, so I called ONCE again to cancel it.... I was told that it was not canceled in Jun, that the screen name and info was NOT verified, BUT I CLEARLY remember having problems with them for over 45 min, and then after going through everything they cleared the info, and canceled the account. SO THEY SAID..... Well NO the account was still active and I asked them to look and see if our screen name and e-mail was accessed, they said NO. So I asked for a refund from Jun-Nov 2005, they said NO because "when you order cable and you do not watch it, you still have to pay for it" BUT I CANCELED AOL IN JUN! Well I looked on line at the MANY people complaining about continuous charges after they have canceled services, and decided I would call again to see about a refund. SO I called Dec 2005 and spoke to a nice Rep (so I thought) he told me that he would refund 60.00 back to the account, but he was going to reactivate the account, refund the money and CLOSE the account.... I was REALLY hesitant about this! BUT, I did it.... MISTAKE!!! He OPENED it, refunded the money... but did NOT close the account, SO AGAIN I was charged 23.90 for Jan and Feb 2006. I CALLED again to cancel and to ask, demand my money back from these SLIME BALLS, and they gave me an address where I am going to have to pay 39 cents and my bank statement and a letter stating that I canceled in Dec, and how I feel that I need my money back! SLIME BALLS!!!! I know that I will be billed AGAIN next month, I KNOW that I will never see the money that I am out, even after I pay 39 cents to mail a letter to them to tell me they NEVER received my letter will I STILL BE CHARGED!!!!! This company needs to be put to an END!!!!!!! TOO MANY people have the SAME complaints, and the bank drafts to PROVE this problem...... WHY doesn't anyone fix them for good??????
Then on ALL of your phone calls to them they keep you on for FREE for 30 days, and they are so nice when they tell you this and SO sad to see you go.... Well you can KEEP your 30 days or lifetime free to AOL and shove it up your A$$. I WANT MY 200.00 back!!!!!!! I WILL NEVER have AOL!!!!!!!!!
     
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tander on 2006-02-17:
I've read quite a few reviews on AOL doing this, they don't like to give up their customers!
miketech on 2006-02-17:
AOL lost a class action suit or 2 for the same reason. They don't get the lesson cause it makes them money I suppose. Your only 2 choices are a) live with it. b) change the account they are drafting. That's how I finally got rid of them. I spent 8 hours on the phone one day. They got to the point where they offered me 6 months of AOL broadband free to stay with them. I said no. She said you mean you don't want 6 months free. I said no I hate AOL that much. Then they transferred me to the cancellation dept who was a tech asking how he could fix my problem. No please cancel me. It went to a nice lady to a very nice lady to a very very nice lady with techs in between to a real witch who finally said I was canceled. The next day I closed my bank account because of a different reason but it worked.
Anonymous on 2006-02-18:
AOL is the scum of the earth. They will do anything to keep you. I think they don't mind giving as much free time as they need to keep you because they can count you as a subscriber and that is important to their advertising sales. Much like magazines "inflate" their subscription numbers for the same reason. And then they hope that you won't cancel at the end of the free period or that you'll at least forget to cancel in time to get billed a few more times. I could go on and on about aol. I hate them with a passion. I actually still have a limited $4.95 plan because it was my email address for 8 years and I want to be sure to tie up all loose ends before cancelling for good. I may add some links on here about aol and its' practices.
Ms.Consumer on 2006-02-18:
Yup! Went to the same thing a couple of months ago. Cancelled. Couple of months go by. Account charged again. Call, told I had never cancelled but they'll cancel now and refund the charges. Few days later the refunded money is pulled out of my account again. Call and I am told that I have never cancelled, cancel again. This time I call my bank and turn off the debit card. Bank person said people are always calling to close cards or accounts to escape AOL.
Anonymous on 2006-02-19:
You might try opening your bank statement more often than twice a year.
ladylove on 2006-03-25:
You are so very true on this one, I've tried to cancel many times and they give you a hassle in doing so. If I were you I would cancel that debit card and open at another bank, but there is also another review from someone whom worked at AOL, you should check it out.
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AOL REPS ARE TRAINED TO LIE
Posted by on
I HAVE TO SAY THAT AFTER I FOUND THIS WEB SITE AND READ ALL THE COMPLAINTS ABOUT AOL, I AM NOW EVEN MORE DISGUSTED. AOL SIMPLY HAS NO RESPECT FOR PEOPLE'S MONEY. THEY PLAY WITH YOUR BANK ACCOUNT AND DON'T CARE IF YOU COMPLAINT.
LAST JUNE 2005 I CALLED TO CANCEL MY AOL ACCOUNT
AND WAS ON THE PHONE FOR ALMOST HALF AN HOUR WITH A REP NAMED 'HIL' WHO INSISTED ON GIVING ME A FREE MONTH TO PREVENT ME FROM CANCELLING. AFTER LISTENING TO HIS LIST OF REASONS WHY I SHOULD NOT CANCEL, I DECIDED TO ACCEPT HIS OFFER AND STAY ONE MORE MONTH "FOR FREE". HE SPECIFIED THAT I MUST CALL BACK ON OR BEFORE AUG. 2 TO INFORM THEM IF I WANTED TO CONTINUE MY MEMBERSHIP. A MONTH WENT BY AND I CALLED AOL ON AUG. 2 LIKE I WAS INSTRUCTED TO. I HAD DECIDED TO STAY WITH AOL SO I TOLD THE REP TO PLEASE CONTINUE MY MEMBERSHIP THE WAY IT HAS ALWAYS BEEN(UNLIMITTED FOR $24.00). SHE SAID SHE HAD ENTERED THE INFORMATION AND THAT MY BILLING DATE WILL CONTINE AS ALWAYS. ALMOST AT THE END OF THE CONVERSATION SHE SAID THAT THE CHARGES OF THE PREVIOUS MONTH WILL BE CHARGED TO MY METHOD OF PAYMENT. I WAS CONFUSED AND ASKED HER "WHAT CHARGES?". SHE REPLIED THAT THE CHARGES WERE FOR THE MONTH OF JULY 2005 (THE MONTH I WAS OFFERED FOR FREE WHEN I CALLED IN JUNE).
I IMMEDIATELLY EXPLAINED TO HER THAT I WAS NOT TO BE CHARGED FOR THAT MONTH AND TO PLEASE LOOK AT THE HISTORY OF MY CALLS TO THEM. SHE SAID THAT FOR THE MONTH OF JULY (THE "FREE" MONTH) I WAS PLACED ON A LIMITED PRICE PLAN OF $4.95 THAT ONLY GIVES ME 3 HOURS OF INTERNET USE AND I WAS BEING CHARGED $413.26 BECAUSE "OF COURSE" I WENT OVER THE 3 HOURS. I OF COURSE EPLAINED TO HER WHAT I WAS REALLY OFFERED AND SHE THEN SAID NOT TO WORRY BECAUSE I WAS CALLING ONE DAY BEFORE MY
BILLING DAY AND THAT SHE WOULD TAKE CARE OF THAT MISTAKE. SHE ASSURED ME THAT I WOULD NOT BE CHARGED THAT RIDICULOUS AMOUNT. I WAS SO RELIEVED AND SO GLAD THAT I REMEMBERED TO CALL THAT DAY AND THAT WE CAUGHT THE MISTAKE ON TIME.
ON AUGUST 5 AOL PLACED A CHARGE ON MY VISA CHECK CARD THE $413.26 WHICH WAS IMMEDIATELY DEDUCTED FROM MY BANK ACCOUNT. I CANNOT EXPLAIN WITH WORDS HOW FURIUS I AM WITH AOL. I HAVE CALLED MORE THAN 12 TIMES AND EVERY TIME HAVE SPOKEN WITH A DIFFERENT PERSON WHO GIVES ME A DIFFERENT STORY. I WAS PROMISSED BY EVERY SINGLE ONE OF THEM A REFUND AND I STILL HAVE NOT RECEIVED ANYTHING. ALL OF THEM HAVE REFUSED TO E-MAIL ME A CONFIRMATION THAT I WILL RECEIVE MY MONEY BACK (IT'S A POLICY ACCORDING TO THEM). FINALLY THIS MORNING I WAS ABLE TO SPEAK TO A "RICHARD" IN THE BILLING DEPT. WHO HAD NO PROBLEM IN SENDING ME AN E-MAIL CONFIRMING THAT I WILL RECEIVE A REFUND (I GUESS THE POLICY MAGICALLY DISAPPEARED). HE SPECIFIED THAT IT WILL TAKE 7 TO 10 DAYS IN ORDER FOR THE CREDIT TO REFLECT IN MY BANK ACCOUNT. I SURE HOPE THAT AOL DOES CREDIT MY BANK ACCOUNT. NEEDLESS TO SAY, AS SOON AS I GET MY REFUND I WILL CANCEL MY MEMBERSHIP. I DON'T EVEN WANT TO SEE AOL COMERCIALS, THEY MAKE ME SICK. IN THE MEAN TIME I HAVE ALREADY CONTACTED THE BBB. AOL HAS TO STOP DOING THIS TO THEIR CUSTOMERS. A CLASS ACTION SUIT SHOULD BE FILED AGAINST THEM AND EVERY ONE WHO IS A MEMBER SHOULD CANCEL THEIR MEMBERSHIP BECAUSE THEY WILL BE VICTIMS OF THIS FRAUD SOONER OR LATER.
AOL STEALS FROM THEIR MEMBERS. NO WONDER THEY ARE A MULTI-BILLION DOLLAR COMPANY (DUH..BECAUSE OF PEOPLE LIKE MYSELF WHO BECAME MEMBERS). I HATE AOL!!!. IF AOL WAS THE ONLY INTERNET SERVICE AVAILABLE I WOULD RATHER SELL MY COMPUTER AND NOT USE INTERNET AT ALL. THAT'S HOW MUCH I HATE THEM.

     
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UnIcOrN_LoVeR on 2005-08-20:
When you sy AOL steals from it's customers, do you mean things like your caps-lock key?
BountyHuntress on 2006-07-04:
you need to listen to the rep when you talk to them-if you got the free month before your billing date in June-IT WON'T COVER JULY!! GET A CLUE
sierramuse on 2006-07-07:
I agree with you. AOL reps are told to lie and I was lied to as well. The government should have some control over this company and some of their practices need to be looked into, but apparently they are getting away with a great deal of shady practices. I wish I knew how to get around it so I could pass it along. I am afraid to cancel and don't really want their service any longer since they took over my computer and installed aol 9.0 SE under the guise of 'updates'. This update deleted my previous classic version of aol 9.0 and I can no longer system restore to a previous date to get rid of the se version. a rep told me that the other version was still on my computer but it's not and he was full of crap. I am wondering how much they are monitoring my internet activities.
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AOL is a good ISP until you want to cancel, THEN BEWARE!
Posted by on
COLORADO -- On March 9th, I spoke with an AOL representative and advised the gentleman that I wanted to cancel my account. I explained to him that I no longer needed AOL because we have Comcast High Speed. He started to push your security services for $14.95. I told him that I did not need that either. He had a hard time taking “NO” for an answer. He pushed me and finally I had to be just as aggressive in a negative, angry manner to make him understand I no longer needed AOL. I accessed my Credit Card statement online today and discovered that AOL had charged me again on April 3rd for my monthly fee. I called AOL on April 6th and spoke with a lady named Samantha. She did have record of the phone call but no notes were made in AOL's system about my March 9th cancellation. Again, she pushed for me to agree to services for $4.95 that would cover another AOL feature. Again, she didn’t want to take “NO” for an answer. Finally, she cancelled my account and advised that I would receive a cancellation number via a recording. When I placed my first cancellation on March 9th, I did not know what AOL procedures was. But, I was billed another $24.95 because of AOL's pushy representative taking advantage of me being irritated by not following through with my cancellation request on March 9th.
Please note the following that I pulled from the cancellation information in AOL Billing Main
>>Tips for Managing My Account. There is nothing about receiving a “Cancellation Number”. The only thing I should have expected from my March 9th phone call was a cancellation letter. I obviously did not receive that because the cancellation was never processed by AOL's representative.

“America Online offers a number of pricing options, and there may be another plan that might best suit your needs. If you would like to review other America Online pricing plans, some as low as $14.95 per month for three hours, please click here

However, if you wish to cancel your membership you may do so in one of three ways:

1. Call us at 1-888-265-8008 and one of our Member Services Representatives would be more than happy to assist you.

2. Mail your request to us at:

America Online
PO BOX 17100
Jacksonville, FL 32245-7100

3. Fax your request to us at (904) 232-4879.

If you choose to write or fax us, please include the nature of your request and primary billing contact's full name, phone number, address, and handwritten signature. Additionally, for account security purposes, please provide ONE of the following:

-- the primary Billing Contact's AOL® Screen Name OR
-- the last four digits of the current payment method used for this account (for your security, only the last four digits please) OR
-- the answer to the Primary Master Screen Name's Account Security Question.

Cancellation will take effect within 72 hours of receipt of your request, and America Online will send you written confirmation. If you cancel near the end of your billing period, you may be inadvertently charged for the next month's fee. In that event, contact AOL® Billing at 1-888-265-8003 to have the charges reversed. No other refunds will be provided.

Please note that America Online reserves the right to collect fees, surcharges or costs incurred before your cancellation takes effect. Thank you for using America Online.”


We have been using AOL for almost 6 years. I no longer needed AOL's services. Prior to this cancellation issue, I had no problems with AOL. I do not appreciate being taken advantage of for a measly $24.95. Obviously this is how AOL trains their representatives because I had two of them treat me in the same manner. If a knowledgeable customer wants to cancel, just let them do it. The aggressive, forceful sales pitch did not work on me and I would assume that the majority of people do not appreciate it.
     
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Toula1021 on 2005-06-21:
wow! I agree with you 100 percent. AOL is so afraid of on person canceling on good terms that they are willing to irritate them so they would bad mouth them. I have been trying to cancel now for 4 MONTHS!!! NOTHING they keep telling me about pro rated cancellation fees and the fee changes from 50 dollars (in contract) to 240 dollars (in contract) I haven't had a straight answer yet
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst Service I Have Ever Experienced
Posted by on
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 canceled 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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