In December I purchased a Dell computer with 6 months free AOL service. On or about May 15, I contacted AOL at 1-800-392-5180 to have my service cancelled prior to being billed after my 6 months free service was concluded.
On or about June 24, I recontacted AOL to verify my service had been disconnected. I found out that my initial call had never been recorded. They took my information to cancel the account again and stated my account would continue to be active through July 19 but I would not be charged the monthly fee.
On June 29, my checking account was charged $28.90 for the AOL service. I wasn't expecting this charge and, therefore, also received a $25.00 overdraft fee from my credit union. I contacted AOL again and they verified the above with me and they advised me that my checking account would be credited the $28.90 for the AOL charge and also the $25.00 overdraft fee, for a total amount of $53.90 due to their error. They advised me this would take place within 7 to 10 business days.
On July 20, I verified with my credit union that my account had never been credited by AOL for the $53.90. I went to http://www.corp. Aol.com/contactus.html and sent an e-mail under "Request for Billing Credit". I advised them of my issues and that if I didn't get any response from them I would take this matter up with the Better Business Bureau and the FCC.
I contacted both the FCC and Better Business Burea and filed a complaint. I still didn't hear anything about getting this issue resolved.
I contaced AOL again on 10-01-04 and was on hold for over 30 minutes before I even got a live CSR.By the time I reached someone, I was livid and requested a supervisor directly, but got the run around, again, and was eventually hung up on.
I immediately called back and was on hold for over 45 minutes before receiving a live CSR. I was given the same old story about being able to have the AOL charge credited, but there was nothing AOL could do about the overdraft charge, even though it was their fault. After getting the runaround some more, I requested a supervisor and was told I would be transferred.
I was transferred alright, the telephone rang for over 10 minutes! At this point, I knew I had been put into oblivion, so I hung up. I am now going to contact every number I can get my hands on for AOL, as well as e-mail and anyone else outside of AOL to get this issue resolved.
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