DULLES, VA., CALIFORNIA -- Although I would warn against many major corporations, especially those which feel they don't necessarily, "need YOUR business to survive", this complaint is specific against AOL, which definitely fits into this category. Shortly after signing up for AOL's service, unfortunately with a credit card, I was contacted by them to purchase some vacation package. I politely declined. However, I was subsequently contacted three more times with the same offer to all of which I also confirmed my disinterest.
Later on I found that they billed my credit card for the same vacation package I repeatedly said I was not interested in. Not only that, they also billed me for two additional "services" I never heard of before seeing them on my credit card statement. When I spoke with one of their Reps., he said he would forward my concern to his bosses (Board of Directors) for resolution and call me the following day to give me feedback on the results. He did call me back the following day but only to tell me that his bosses [in a rather smug and self-assured way] rejected my request for a resolution to this problem... Next stop FTC.
AOL Services. I just recently called to cancel an account with AOL. First of all, I opened the account in Oct. of 04 for the free trial membership. In Oct. I was having problems with my computer because of a virus. Frustrated with the computer, I just left it alone and forgot about the account. I just recently received my bank statement with the AOL fee on it. I called to cancel the account and to see if I could possibly be reimbursed for the amount of the service that I have never used. Let me tell you that they were giving me this huge song and dance about how great AOL is and that really it's my loss for not using them and about the anti virus software etc.
I was interrupting this person saying that I want my account closed, it was not used and to please give me a reimbursement for the service that was not used. This person would not help me because I interrupted him. Soon I asked for a manager. Then I was put on hold forever! I hung up and called back. After going through all the prompts to get to a person, I was a little irritated. Asked for the same as mentioned above. This person was lecturing me about reading contracts etc. and would not help me either if I interrupted. (Do these people sit next to one another?) Very, Very irritated by now. I said fine. Keep my 23.90 for services not used.
I will never use AOL again and let my friends and family know of my experience with this company's customer service. Please give me a confirmation number for my closed account! Dead air space, for the representative would not even give me a number until I did not interrupt him and to let him finish what he was saying!!!! I hung up again and called back. This time a just asked to close my account and when asked why. I said I have better service elsewhere. I was put on hold for 5 minutes and then this person came back and gave me my confirmation number.
I have never been so outraged with a company in my life! Really it was more about the way I was treated rather than the money! For the attitude was unbelievable even from the get go (before I was irate). Never will I use AOL services. Thank you for letting me vent.
HELENA, MONTANTA -- I've finally figured out why AOL is so eager to offer its services for FREE by sending you 6 months of service on a free CD in the mail. Once you sign up, it is almost IMPOSSIBLE to cancel! Not only will they keep you on hold forever while you wait for a customer service representative to tell you all the reasons why you should keep the service... once that person actually comes onto the line, they have no intention of actually processing the cancellation order.
Last week, I called to cancel AOL. I was prepared to wait on hold and do whatever it took to finally rid myself of these people! ** came onto the line and told me how sorry AOL would be to lose me as a customer. I patiently responded to his questions about why I no longer was interested in AOL. After 15 minutes, I began to get somewhat frustrated. He just kept repeating the same thing, over and over... telling me about all the money I would save, if I stayed, and how much better AOL is than the rest of the internet world. He was also determined to make me feel guilty for having used any of the free services, now that I no longer wanted to cancel.
Of course, his records didn't seem to reflect any information about WHY my service had been free... because I had been charged for services I had cancelled TWICE! But, he continued to drone on... and on... and on. Finally, I could take no more. I said, "Fine, I'll review whatever offer you want to send me. Just cancel my membership." This is when the line came that I'd always seemed to miss, in the past. He told me that, after I reviewed the offers, I could call back, if I still wanted to cancel. I was furious! I'd been on the phone with this guy for over 20 minutes, and he was still refusing to cancel my membership.
When I said, "No, cancel it now," he responded by telling me how confused he was that I wouldn't want to save money. I tried yelling. I tried asking for his supervisor. Nothing got a response from him that indicated he was going to cancel my account. Finally, I just started repeating, "Give me your supervisor," no matter what he said. I had to repeat that at least 5 times, until he finally said, "Fine. Here is your confirmation number." and he hung up on me! I hate AOL. If they were the last internet service on earth and were willing to pay ME to use their service, I'd say "NO!"
GRAND RAPIDS, MICHIGAN -- I cancelled my AOL service, and they continued to bill me. Mistake? The same thing happened to my parents more than a year later. They only agreed to give me 2 months refund (after much hassle), even though I was entitled to 3.
ORLANDO, FLORIDA -- They have charged me $1100.00 for 2 months of service because I "choose" the wrong plan. I did not choose the $9.95 a month plan, I choose the $23.99 a month plan for unlimited service. I contacted them as soon as I was aware of the problem and they said they would file a complaint and to call back within 3-5 days. I called 3 more times within the next 2 months and received the same line. They are now sending me to collections and saying that I have never called them about the complaint. They have the most horrible customer service. No one wants to help me and they only give me the run around. Do not use them ever!!!
AMESBURY, MASSACHUSETTS -- I have NEVER had such horrible service with anything as I have had with AOL. I can never stay connected as I am always getting booted off, then I have to start all over again. It took me 2 1/2 hours to complete something online when it should have taken no longer than 30 minutes! When I've called Customer Service (which has been several times) I was told that I had too many programs running and to shut them down... all I had going was AOL. All the time is spent downloading the too numerous AOL graphics and pop-ups. I can't even reload as I have to shut down completely to TRY to reboot.
Also, several times after I have been booted off and chose not to reboot, I have discovered that my phone line is still connected to "something" because I have no dial tone, therefore, I have to try to get back on just so I can log out properly so I can get my phone line back. Each time I call Customer Service I am told that I need to call my phone company or that I need to call Gateway because it's probably a problem with either of them. If I can say one thing to anybody out there, DON'T EVEN CONSIDER AOL, you'll regret it.