A chat with a rep on 6/13/04 about 4 pm est
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MHI Jen has joined this session!
Hello, #. Welcome to Live Billing Support. My name is Jennifer A.
KITTYROC316 stated the question or problem as: I called aol on 3/25 to cancel my account and on 6/8 i got billed $74. I called aol several times yesterday to clear this up but could not get anyone to help..
MHI Jen: Good afternoon! I am pleased to meet you online, #.:-)
KITTYROC316: MY SCREEN NAME IS #
MHI Jen: I understand that you are referring to another AOL account.
KITTYROC316: THE REASON WHY I AM CONTACTING YOU ONLINE IS BECAUSE I KEPT GETTING HUNG UP ON
KITTYROC316: YES
MHI Jen: Unfortunately, I am unable to access the other account unless you are signed on to the Master Screen Name of the other account in question. Please sign on to the other account and visit us again or contact us via phone so we can check it for you.
MHI Jen: Here at Billing Live we can only access the account you are currently signed on to.
KITTYROC316: I REALLY THINK IT'S UNFAIR THAT $74 WAS TAKEN OUT OF MY ACCOUNT WHEN I CALLED ON 3/25 TO CANCEL MY ACCOUNT
KITTYROC316: WELL, WHAT AM I SUPPOSED TO DO? I MEAN THE REPS HAVE HUNG UP ON ME
MHI Jen: For best possible assistance with this issue, please call us directly at 1-888-265-8003 24 hours a
day, seven days a week.
KITTYROC316: MY HUSBAND IS VERY UPSET AND IS GOING TO CANCEL HIS AOL ACCOUNT IF AOL DOESN'T REFUND MY MONEY
KITTYROC316: I HAVE
KITTYROC316: I ALSO CALLED 1888-265-8008
KITTYROC316: AND GOT NO WHERE
MHI Jen: I am sorry however, inasmuch as I would like to assist you with your concern, the system will not
allow me to access your account unless you are signed on to your master screen name.
MHI Jen: I can see how that is frustrating and I regret the inconvenience it has caused you.
KITTYROC316: HAVE YOU HEARD OF usacomplaints.com?
MHI Jen: I am sorry, not yet.
KITTYROC316: I WILL POST THERE
KITTYROC316: THANKYOU EVERYONE WILL KNOW WHAT AOL HAS DONE TO ME
MHI Jen: I apologize for any inconvenience you may have experienced concerning this matter.
MHI Jen: 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.
KITTYROC316: I HAVE DONE THAT SEVERAL TIMES. Kittyroc316: and tgey hang up on you. Yesterday i called 4 times. And 3 of the 4 calls i was hung up on. AND I WAS NOT RUDE
KITTYROC316: NOW, I AM RUDE BECAUSE I AM UPSET OF HOW I WAS TREATED
MHI Jen: I am sorry to hear that.:- (
KITTYROC316: I FEEL I WAS RIPPED OFF
MHI Jen: I recommend that you call during the early morning queue hours (7 A.M.- 12 P.M. EST) when the number of calls are lower.
I called AOl on 3/25/04 to cancel my account. Apparently, the rep that took care of me accidently put me through to tech support and my account was never canceled even though I said I wanted it cancel. I was not billed from end of March until June 7th. I assumed it was canceled. Then on June 8th, I checked my bank account balance to find it was in the negatives. Aol billed me $74. I have not used my account because I thought it was cancelled. I couldn't use my account because my modem and computer were not working, the main reason why I had cancelled Aol in the first place. I want my money refunded aol. What your company did was unfair. You also need to train your employees good customer skills. THEY SHOULD BE ABLE TO HANDLE SOMETHING LIKE THIS, WITH OUT GIVING THE CUSTOMER THE RUN AROUND.
One rep told me that i might have to pay for my husband's account because my masterscreen name was made off his account. Aol, you got some nerve.
Lisa
reading, Pennsylvania
U.S.A.
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