America Online Complaint - AOL failure to cancel services
I had a free trial membership from AOL that was to expire on 11-4-04. On 10-14-04 I faxed a cancellation request to the AOL cancellation department (PO BOX 17100 JACKSONVILLE FL 32245, FAX 904-232-4879) On 11-11-04 I called to follow up with the status of my request. I was told that my request was received but that the account was still open. After the representative continually pressured me into keeping AOL and tried to sign me up for additional services I demanded the account me immediately cancelled. The representative finally agreed to cancel the account. On 11-14-04 I discovered AOL charged my checking account on 11-6-04 for $24.95. I contacted AOL and was told my request of 10-14-04 was invalid because it didnt have my complete zip code. (I was only missing the last digit of my zip code. The request contained my screen name, name, telephone nubmer, and mailing address). AOL made no attempt whatsoever to contact me and to inform me that my request was invalid. (I even demaned written confirmation of the cancellation in 10-14-04 fax !).
I would recommend to all AOL customers that they send a written canellation request (either faxed or mailed) to the cancellation dept. NEVER NEVER cancel by phone. Always have documented proof! You can go to www.cancelrefund.com to find out about a current class action lawsuit against AOL for post-cancellation billing. I would also recommend filing complaints with the Better Business Bureu and your state consumer protection agency (The Department of Consumer Protection).
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