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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.

Poor service and unethical business practices of Netscape
By -

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!

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.

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!!

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.

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.

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!

All Canceled And Yet Still Billed, "Trouble On Their End"
By -

I've had AOL as my ISP for years and years with a dial up connection (yeah, I was roaming with the dinosaurs)... Well we finally got high speed around March of this year (and it's amazing!!!) we didn't have a need to keep AOL since we were going through Cox Cable. We had three separate accounts going so that more than one person could be online at a time. One of the accounts was closed in 2006 actually (we'll call this one A1 - like the steak sauce). The other two accounts (A2 and A3) were canceled on the phone. Everything sounds OK so far until I received my credit card bill. I was charged for it still.

I called them up and after explaining and re-explaining the situation, and telling them information that really don't need in order to solve the problem BTW (like, why do you have high speed? why didn't you have it before? etc) the lady said that one of the accounts was still showing open and the charge was for that. I told her I wanted it canceled and credited back to my account. She finally agreed and supposedly everything was fine. Got my credit card statement the other day, no credit to my account, but was instead charged again.

Called them again and had to do the same run around. The guy basically was calling me a liar and that I was still using the account and it was open...and A1 was still open (the one closed in 2006). I told him to look again at his files and he finally goes "Oh, OK, I see now, it was closed in 2006". Took him forever to understand what was going on (he didn't speak very good English). I tried my best to be patient I really did but it was very frustrating. He finally tells me that the accounts were indeed closed and canceled. I demanded to know why I was still being charged then. He said "there must be trouble on our end". No ** sherlock!

I then ask to speak to a supervisor to get everything financially straight. He puts me on hold (so I thought). I was on hold for 30 minutes, I finally realized that he must've disconnected me. I called them back and spoke to someone and they told me that I shouldn't have been on hold any longer than 2 minutes to speak to a supervisor... Hmmm... 2 minutes vs. 30... what do you think happened? Anyway, things finally got solved and supposedly I'll see a credit in a few days. I've heard horror stories about cancellation with AOL, just hoped it would never happen to me...and it did. Beware trying to cancel an account with them.

Finally I MAYBE get the best of AOL!
By -

AOL's gotten me before. "Hi, I'd like to cancel my account, which I signed up for with a 30-day free trial disk only yesterday." "Oh goshgollygee, don't cancel! Why would you want to goshgolly cancel? Let us give you thirty more days of our awful service for free!" "Nope, cancel." [Repeat a dozen times or so.] "Okay, you're canceled!"

Fast forward one year and two months later I'm billed. Unfortunately, I'm billed at a very very bad time - a time when other minor emergencies have caused my bank account to be low, a time when a $25.90 fee is going to cause an overdraft fee. Aw **! I borrow a few bucks from a family member to cover the difference so I don't overdraft, then I call AOL.

"I figure you guys owe me sixty bucks." "Oh, okay, maam, you are saying we have billed you for sixty dollars?" "Nope, you've billed me fraudulently for 25, but you're also going to cover the overdraft fee that your fraudulent charge caused me." "Just a minute maam. Oh, no, you have an account you never canceled!" "Nope. Not possible. I'd never keep an AOL account. The disk is good for getting online when my real ISP is down, and the next day, I cancel." "Okay maam, I will fix you right up! You are canceled! Have a nice-"

"No, no no. That is NOT 'fixed up'. 'Fixed up' is when you refund my twenty-five bucks and cover the overdraft fee your company caused." "Okay, let me see...ah, I have now refunded your twenty-five dollars and ninety cents! So thank you for doing business with-" "Wait, wait wait. What about my thirty-five?" "Oh, maam, there is nothing I can do about that." "Okay, give me someone higher up." "You want to talk to my supervisor?" (He sounds utterly shocked.) "Sure do." tick tock tick tock tick tock.

"Hi, how can I help you?" Repeat much of previous conversation. She says, "Tell you what. I'll refund you double, so instead of 25.90 it will be [long pause] 51.80." "Okay. I can accept that." And AOL doesn't win just for once!! (Of course, I'm still watching my bank account to make sure they follow up on this!)

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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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)
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