Cancellation of Services
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 intension 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! Cameron 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!"