America Online Complaint - I tried to cancel AOL for six months
LOUISVILLE, KENTUCKY -- I write regarding the recent attempts to close an AOL account. This account was the account of my elderly father who is age eighty-six and has not been able to use the Internet for nearly one year now. I, as his estate manager, have been trying to close his account and stop the monthly billing ($23.90 + $2.90) from his debit card for about six months now. My sister and I have been calling AOL Customer Service during these six months only to encounter various excuses for disconnecting this account. Four of our calls were "hang-ups" when we mentioned our reason for calling.
I was finally able to supposedly close this AOL account on Sunday, August 14, 2005. I am only hoping it was a valid cancel request.
My complaint, I have been trying to cancel this account for six months and encountered endless excuses. Examples; "We can't find his account under that screen name.” "You must call from his home number to cancel the account."
AOL customer service department must understand that not every customer has just one home. My father owns several homes in various regions of the country. It was impossible for me to call from each of his homes. When he leaves each home for extended time the home phone is inactivated to vacation mode.
It amazed me that AOL couldn't find his account during the many times I called but found his account each month to bill him during his final year of service. His account was inactive for nearly one year.
I regret that I did not document all the calls and time I spent over six months in trying to close this account.
I've since reviewed AOL complaints on the Better Business Bureau site (www.bbb.org) and see that my complaint is common & that AOL settled a class-action suit over this matter. I've filed my own complaint.
What I find a bit odd/funny is that an Internet service provider (AOL) seems to request a member cancel via postal or fax. I'm repeatedly told by AOL Customer Service Reps. that it's not possible to cancel via e-mail.
Thanks for your time.