America Online Complaint - Cancellation Saga
Trying to cancel a trial membership over the phone turned into an extended sales pitch by the representative, Sam in Toronto, in an attempt to stop the cancellation.
Realizing Sam is only an employee who is trained to behave in this way by AOL, is progressively aggravating. I asked twice to speak to his supervisor and my request was completely ignored.
When I asked repeatedly for the cancellation confirmation number, Sam responded that it was necessary to follow a script 'procedure' before he could give me the number. And began asking me a list of questions.
I told him, I was extremely busy and I just needed confirmation that the account was closed. Sam then tried to make small talk and asked me about the weather where I was.
Again, I repeated I simply needed the confirmation number that is all. He proceeded to create a sort of 'guilt' trip scenario, saying that while I was waiting we could at least have a friendly conversation.
I'm sorry Sam, I don't know you, I don't want to have small talk with a customer service representative from a company that I no longer want to do business with.
Will AOL ever realize, that their customers should be treated with respect? Respect for their time and their choice in internet service providers?
I still don't feel confident my account was actually cancelled even though I retain a physical confirmation number. An automated voice assured me it was, after Sam and I were finished talking and that I should receive a confirmation letter in the mail shortly.
I'm posting my confirmation number: 06245442759 March 18th 2005 12 pm -- for possible recourse should AOL attempt to 'know nothing of the cancellation' and charge my card on file.
AOL has serious customer service, policy and procedural issues and still chooses to think they're a monopoly that can control peoples' free choice.
I highly discourage anyone from subscribing to AOL.
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