In Feb I opened up an account with AOL in order to be able to access the internet. Not being technically savvy, I hadnt realized that I didnt need AOL in order to have access to the internet. During a conversation with a friend that night, he informed me that the building we lived in already provided internet access. I was still during the free trial period so I knew I was safe from any charges.
So the next day I checked online to cancel my account and of course there was no link to do so. So I searched online for a number. When I finally found one I called it up. After about 20 min. Of useless automated service, I finally was able to speak to a human. I informed them of the situation and requested that my account be canceled. They tried to convince me otherwise but I again explained to them that I did not want their services. So they closed my account (or so I thought) and I hung up.
In September, I get a phone call from an AOL Rep. Telling me that I owed $30.90. I explained to the guy that I canceled my service DURING the free trial period and that I had never even accessed the service. According to him, I had made an attempt to access sometime in August. This was impossible because I was in the hospital during this time for injuries I sustained in Iraq.
After about 45 min. Of arguing with this guy, I gave in and paid the amount with my debit card so the amount would be taken out of my account directly. End of issue. Right? WRONG!
Last week, I get a call from a collection agency. The lady had a very thick Indian accent ant it made it very hard to understand what she was saying. But I did get the jist of it. I now owed $103.50. Why? Because according to them, I opened up another account with AOL. I asked the lady why would I open up another account when I had already closed and didnt need the first one. She tells me, "Sir, we are just a collection agency calling on behalf of AOL and we are trying to collect the money owed". I told her that I never opened up a second account.
After about 30 minutes of useless arguing, I told her that I was going to contact AOL myself and handle the issue. She still told me that I needed to pay the amount with her. I told her to call me back in two Wednesdays.
So I call AOL and again with the Automated Service. I finally get to speak with a human after wasting valuable minutes of my life and explain the situation. The lady I speak with, is just as useless as the Automated Service. So I ask to speak with a supervisor. The supervisor picks up after about 10 minutes of waiting and he tells me that he is going to look up my records. At about 10 or 12 minutes the call drops. Not because of bad reception or anything. Just they hung up. I call again. Automated service, waiting for someone to pick up. Talk to a Rep. Ask for a supervisor. Supervisor picks up. Her name was Christine. I explain the situation. She looks into my account, and tells me that $30.90 were never taken out of my account. I explain to her that the amount was taken on Sept. 4 and that it is clearly stated in my bank statement. She tells me that Im incorrect. I tell her that Im holding the statement in my hand. She STILL tells me Im incorrect.
So I ask her what is the $103.50 for? She tells me that I had opened up another account with them. I asked her why I would open up another account if I didnt need the first one in the first place. She tells me, "well sir, we dont ask the customers why they returned, we just accomodate to their needs". Cant blame her for that. But she still doesnt see what Im trying to tell her. So I ask for the Corporate number. She starts telling me the address. I tell her that I asked her for the phone number. Again with the address.
Im extremely agitated and tell her that I didnt ask for an address, I asked for a number. She tells me she doesnt have one. I told her that that was all she needed to say. She tells me, "well thats not how she does things". How do you work for AOL without having the number to the company you work for? So I ask her to give me the address. She does so and I told her that I will be writing to them and sending them a copy of my bank statement.
Why is it that these people are so hard to deal with? Why is it that they are protected when they take advantage of consumers yet we (the consumers) are not when they are obviously taking advantage of us. There needs to be more government overwatch on these companies.
Stay away from aol!!!
Victor
Homestead, Florida
U.S.A.
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