America Online Complaint - Conversation with AOL
This is a conversation that I had with AOL this evening and wanted to share it- it is sad...
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AOL: has joined this session!
AOL: Hello, Welcome to Live Billing Support.
ME: stated the question or problem as: I have changed service to QUEST.
AOL: I am pleased to meet you, Dolores. :)
AOL: I am not able to determine exactly what type of assistance you need. If you could restate your question or provide more information, I will be more than happy to assist you.
ME: Are you billing me for April since I am changing my service to QUEST?
AOL: Yes, I am still here.
ME: Are you there???
AOL: Sorry for the delay.
MHI Lyn: Our records show that you were billed $62.70 on your April 4 billing date.
DHer189557: Will my bill be prorated as I pay a month in advance?
MHI Lyn: To avoid being charged for future month's service, we recommend you cancel your account at least 3 days prior to your May billing date.
AOL: AOL does not prorate the monthly membership fee if you cancel in the middle of your billing cycle. In order to provide you with the greatest flexibility we will accept cancellation requests up to 72 hours before your monthly billing date.
ME: Is that against the law? I am taying with AOL just going to QUEST with Broadband.
ME: It isn't any reflection on you, I know you just work for the corporation. But, I would like to kmow all of my rights as
a good paying customer. will call the Better Buisness Bureau and regulators, just to find out.
AOL: I can see how that is frustrating and I regret the inconvenience it has caused you.
AOL: Thank you for bringing this matter to our attention. America Online is dedicated to improvement and meeting the needs of our members. Please use AOL Keyword: Tell Us if you have additional concerns. We really do want to hear about them.
ME: I will make a copy of this "live" correspondence. It sounds weird to me. What is the address and telephone number of your regulator?
AOL: Our main address is: America Online Inc, 22000 AOL Way, Dulles, VA 20166
AOL: Sorry, I took longer than expected.
ME: No, I want the REGULATOR - not AOL's address.
MHI Lyn: I am sorry, but what do you mean by regulator?
DHer189557: I want a refund, and I know that you cannot keep my money - that is wrong...
MHI Lyn: Inasmuch as I want to, I regret that AOL does not prorate the monthly membership fee if you cancel in the middle of your billing cycle.
MHI Lyn: To take advantage of the fees you have paid in advance, kindly request the cancellation of your account 72 hours prior to May 4.
DHer189557: I want a refund
MHI Lyn: I hope you were able to get the information I have just provided. Did it come through to you clearly?
DHer189557: It is a lot of money and I want a prorated bill
AOL: I really want to help you, I regret that we cannot prorate your membership fee.
AOL: Hope you understand.
AOL: If you do not have any additional questions at this time, kindly close this active window so I may assist the next member. Thank you.
ME: Who can I call in Dulles? I will call the Attorney General in New Mexico and go from there on this end, but would like to speak with a corporate representative, too.
AOL: Please contact us directly at 1-888-265-8003 or 1-800-827-6364 toll free, 24 hours a day, 7 days a week. Our phone representatives will be there to assist you and provide the help you need.
ME: I want the Broadband fee prorated...
ME: I want a corporate representative - shareholder or an officer with the corporation.
ME: Not a 1-800 number, please...
AOL: I am sorry, but that is the only number that you can reach to discuss this issue.
ME: You have a tough job, and I am sorry. But, I work hard for my money like you. I need a clarification and then will terminate the assistance.
AOL: Please call the number I have given if you would like to discuss this further.
ME: AOL does not prorate the AOL service AND the Broadband service???
AOL: With regards to the AOL with DSL charge...
AOL: So that we can best assist you with this matter, please contact the AOL with DSL Billing Support our toll free support line 1-888-418-1258, from 7:00 a.m. - 2:00 a.m. EST, seven days a week.
AOL: I would like to assist you, however we do not have the details to answer your inquiry. AOL High Speed is a separate department and I can get you their contact information.
ME: You must clarify this for me -- they always hang up on me when I call those numbers. Please, help, I am a good paying customer on for 7 years with you.
AOL: Calling early in the day usually reduces the waiting time to speak to a consultant.
ME: Thank you. I know you are doing your job, and I won't keep you further. But, I am VERY disappointed that AOL is not more amenable toward supporting their long-time customers. That is NOT your fault.
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