In June of my wife try loading the AOL update, as she was loading it the program bomded. Another attempt was made to reload the updated software and that was successful. At that time an e-mail was sent to AOL to confirm that we would only be billed once as 2 attempts were made. AOL e-mailed us back stating only one charge would be billed.
The bill started coming in on our charge account and due to the separtate dates on the charges it never caught our attension.
In November of we e-mailed AOL to cancel our service one of the questions it asks, is why are you cancelling AOL. A check was made by the "for DSL service". A message was recieved from AOL stating "maessage sent". We thought that would handle the cancellation.
Since November of we have not only been billed twice for AOL service, the service was never cancelled.
In February AOL Customer Service was contacted,
First they refused to back credit a mistake of the double billing
Second they stated that I couldn't have cancelled the service on line. When i explained the "why are cancelling AOL" statement, the customer service representative stated "i wish you would have saved that reply".
When I ask to speak with her supervisor, I was told they would call me back within three days. When I ask to speak with the supervisor at that moment, I was told he was not able to talk to me after keeping on hold for 20 minutes and he would call me back in an hour. An hour past and I never received the call from the supervisor.
So, since June I have been billed twice a month for one service (without any correction) and since November the service, which we thought was cancelled by e-mail, was never cancelled and customer service states we will not receive a credit for it.
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