America Online Complaint - customer service
NEW YORK -- I called the billing department yesterday 12/13/03 and spoke to someone who identified himself as ..... The reason I had called was because I was receiving a pop up asking me to update my billing information. On 12/11/03 I received a phone call from another company and the results of the phone call left me to belive that my credit and personal information had been compromised. I was forced to immediatly close down all of my credit cards, put fraud alerts on my credit reports and notify police. On 12/12/03 I had called my Mastercard company to try to track down the people I believed to have compromised my identity and credit and realized at that time that AOL had tried to put a monthly charge through. I immediatly called your billing department and talked with ..... He had assured me that my account would be taken care of and that a note would be on my account that I would call and inform you of a new card number to debit for that months bill. On 12/13/03 I went to log on to my account and received a pop up asking to update my information. I was not able to bypass this right away and was not able to check mail or use my account at all. Because I had my identity and credit compromised recently I was not willing to devulge my checking account number to anyone, so I called and spoke to someone named ... at the billing department to try and rectify the situation. ... had listened to my complaint and informed me that there was absolutly nothing that could be done and that I would have to provide to AOL some way for billing or my account would remain blocked. I had told him several times that this was a direct contradiction to what I was told from ... the night before. After repeated attempts to try to get my point through to ..., and the conversation getting more and more frustrating and argumentative I asked repeatedly to speak with a manager. He absolutly refused and repeated several times that I was not going to be transferred to a manager by him and that he was completly qualified to handle my situation. He said I could call back and try to get someone else who would transfer me to a manager but would probably have no luck in doing so since this "no transfer" seemed to be a policy. He also said that the only way he would transfer me is if he feeled it was justified and he didnt. I did explain to him that it was unreasonable for me to hang up since I had waited atleast 6 minutes on hold just to talk to him. He eventually agreed to transfer my call. When he did I was transfered to a number that continually rang off the hook. No one ever picked up. I was then forced to hang up and redial the number anyway. I then reached .... She suggested removing the outstanding balance of 14 dollars that AOL tried to bill and to keep the free month. I was very pleased with her attitude and willingness to help. I asked her to please transfer me to a manager so that I would be able to make a complaint regarding ..... She promptly agreed and transfered me to a number that rang off the hook. No one ever answered. I then called the AOL number again and this time pressed zero. I talked to someone named ..... He also was very polite. I asked him to get a manager and explained why I wanted to speek to one. He said it would be hard to find one and said I would be on hold for awhile while he looked. I was on hold for about 10 minutes. He returned to say a manager was on there way and that he was going to put the phone down rather that put me on hold. I heard no back ground noise, just dead air and after about 5 minutes of waiting I finally hung up and went to bed frustrated. No one ever came back on the phone.
I am extremly disgusted with the lack of cooperation over a simple request to speak with someone in charge. All I wanted to do was report bad customer service. I have never had in my life poorer customer service! I badly want to cancel my account with AOL and never deal with you again, but am unable to since I have small children who use the internet for school and like aol. I also am satisfied with the program but after the poor customer service, I am left with a very negative opinion.
I think resolution for would be the opporotunity to speak with someone on the phone and get some feedback to rectify the situation. Until then I will be strongly looking for other means of internet service for my family.
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