America Online Complaint - AOL is a good ISP until you want to cancel, THEN BEWARE!
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:
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.