America Online Complaint - All Canceled And Yet Still Billed, "Trouble On Their End"
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!!!)...so 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 reexplaining 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 in 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 s--- 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.
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