I bought a new Dell computer in April which offered 6 free months of AOL. When I got the computer I downloaded the AOL icon that was already on the computer and began using the service.
At the time I had a screen name under my employers AOL account and had signed on with that screen name. When I no longer worked for this employer and he canceled my screen name under his account I was unable to access my account.
This was in June and I called AOL to get the screen name problem resolved. I told them that I had 6 free months with Dell but my old screen name was no longer working. The representative set me up with a new screen name and suggested that I go to WalMart or some other place of business and get an AOL disk to reload AOL into my computer with the new screen name.
I did this. On Sept. 3 my bank account was debited for $23.90. I was unaware of this though because I had moved and was in the process of closing that account. I hadn't realized that bank statments were not forwarded with regular mail forwarding and so did not recieve a statement on that acct. I was not aware that they had charged that until a collection agency called me and inquired about the $144.51 that was due on my bank account (AOL charges with overdraft fees).
I immediately contacted AOL, as I had in the past when I had been charged during the interim time to resolve this issue. The first representative told me AOL would take care of it and he would transfer me to the JAX, Fl office who would tell me where and what paper work to send to them. I asked for a direct number in case I was cut off and he said all he had was an extension but he would transfer me.
Well, suprise, surprise we were disconnected. I called the same number back and got another rep. She said that she could not transfer me to JAX because they did not have a number to do that and she didn't know why the first guy said he could. After explaining my problem with her, she told me it was my fault that I was charged.
They said that I didn't tell the rep in June that I had a Dell with 6 free months and that I got charged after the 45 days the disk allowed. She then expounded on how it was all my fualt and AOL had gone over and above their duty in assisting me.
I was of course not satisfied and called back a week later. This rep too, told me it was my fault. She said that I would not get a refund and she was going to make a note of it on my account. I am not sure how to proceed now seeing as it is such a big company and there is no way to talk to anybody who will tell you the same thing.
I have had other conversations with other reps in the meantime concerning all this, but for the most part this sums it up.
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