America Online
AOL refuses to heed my request to cancel

In August I moved to an area for which AOL did not have an access number I could dial without long distance charges. I signed up with a local ISP and called AOL to cancel.

In October AOL made an unauthorized debit to my bank account. Since that time I have been given the biggest run-around I have ever experienced! I went to www.AOL.com and realized this was AOL Anywhere. There was no link to credit or billing or a way to cancel online.

Then I found a link to AOL's corporate site. There I found a page where I could send a message. This page includes a drop down menu for your subject line, which included several choices including "Request a Credit". I described my problem and requested a refund for the unauthorized debit to my bank account.

I received a reply telling me to 'type in keyword: credit' to request a credit. How stupid are they? I don't use AOL, I cancelled my service and removed AOL software from my computer. Ironically, when I type in AOL credit in a regular search engine I got pages and pages of articles detailing AOL's billing practices, including the one which does not allow members to cancel upon request! In fact, I find they hire 'retention agents', paid to talk you out of cancelling!

I can appreciate AOL's not wanting to lose a customer and trying to provide satisfaction. The problem here was simple. They needed to offer a number I could call locally without incurring long distance charges. They couldn't do it so I cancelled. Period.

Now that I have read about their billing practices and have experienced a real ISP and can use Explorer and Outlook, I wouldn't renew if they paid me. They took advantage of me as a new Internet user, and they would have succeeded if it hadn't been for my moving.

I hate to think that the only way I can get them to cancel my account is by cancelling my checking account, but I don't see any other way. If you know how I can get them to stop the automatic debit, I would love to hear from you.

Company: America Online
Country: USA
State: Nationwide

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