AOL Broadband

I have been hacked. ***@aol.com has not been in use for many years and yet it has been hacked. In addition, I keep getting spam email from ***@aol.com and it must stop!

This does not even deserve a star. I have a complaint with AOL service. It's slow and sometimes will not even let me send replies to my emails yet, I pay them monthly.

When I try to get answers, I get tricked into paying $30. I just want to talk to someone. This service is beyond poor. I feel scammed by them.

My mother has been charged for advertised free services by AOL for 2.99USD/month since 2009. AOL claims they are for anti-virus activities and other jargon. None is applicable to my mother. I asked them to refund her 2.99/month since January 2009. They offered only 3 months. I asked to speak to a supervisor but they were busy. I asked for a name at their corporate offices to complain but they could not. All in all, the woman Catherine from Romania, was not helpful.

I signed up for the DSL plan for 8.95 per month. I have contacted AOL 2 times before about a charge of $23.90, I have attemtped to call them 2 other times before about this amount. I can not get a live person on the line. Numerous automated challenges. There should not be a charge on my credit card from them for $23.90 EVER. I didn't commit to that monthly payment and don't want it. I have been unable to cancel this as well. The line keep disconnecting when I am supposedly ready to be connected to a live operator. I don't want this service for $23.90 monthly. I know that this charge has been on my bill for the last 4 months may longer, I just never took the time to look at it. I want to be reimbursed for these charges and If they are unable to get it right. Then I will CANCEL this subscription.

Thanks for your help.

In July of this year, as an existing AOL member, I upgraded my PC Internet access from 'dial-up' to AOL 'Silver' Broadband (1mb), the installation pack was free but the 'wireless router'(required) cost me 25.00 payable to AOL via my monthly account which was also now debited with 9.99 per month for the provision of broadband. Additionally, I had to employ the services of a technician to 'set up' the new broadband for me at a cost of 50.00.

His first attempt proved unsuccessful and he recommended that I purchase a USB/LAN adapter at a cost of 24.99 plus a number of ADSL filters for each of my domestic telephone extensions which were being adversely affected as a consequence of enabling the broadband on that particular telephone number. I complained to both AOL and British Telecom (the providing phone company)the latter denying any responsibility. AOL, after difficult and prolonged attempts to contact, suggested disabling the broadband from the existing recent installation and re-enabling on my other available telephone number. I agreed but pointed out that installation costs would be duplicated as a result and that even if I bore the cost of the (now) surplus ADSL filters which would no longer be required, I would still be 'out of pocket' to the tune of about 75.00.

As a 'gesture of good-will' the AOL technician with whom I dealt (Mr Derek **** of AOL Ireland)credited my account with two month's subscription at 9.99 per month = 19.98 total.

The reconnection has been implemented, appears to be working, the ADSL filters removed and the phones are working OK again. Since July I have been trying to make contact with AOL at their registered office in London for the attention of the Chief Executive Officer or Managing Director and their Member Services offices in Waterford, Ireland c/o Jackie O'Leary (Vice-President)- none of my several letters (5) or E-Mails have neither been answered or acknowledged let alone any assistance towards the additional costs incurred by me as a result of the abortive first installation of their broadband and its consequential effect on the efficiency of my telephone.

Does anyone of responsibility exist at AOL?

Our company has had them for service since 1994, and were told that there would be no problem sending out client news releases and reports. However, back in April we sent out a very time sensitive news release and the email was down in the middle of the day. When I contacted them, they said they were doing maintenance and trying to re-connect me. That was not the problem, and that is the reason we got AOL broadband to send these out. They promised a service and did not deliver.

West Sussex, UK.

I contact AOL on March 3, 2006 regarding the broadband services connection problems, in which I had already paid for the month. I wanted to cancel; however the representative encourage me to continue with AOL at $6.95 a month for one year and transferred me to BELLSOUTH DSL internet services, in which BELLSOUTH will bill me. On March 30, 2006, I was charged $87 by AOL for the month of March and when I contacted them, they credited me the difference of $6.95 and I was told that it would be taken care of. On April 11,2006, AOL charged me again for high speed connection of $72. Again, Leslie with AOL said that they will credit me everything except the difference, except $6.95, and I will be charged on April 28, 2006 for $6.95. When I asked her why was I being charged "3" times in one month she put on the phone with her supervisor, who preceded to tell me that I am being charged for past services. I was outraged that they wanted to charge me 3 times. I requested that they cancel my AOL services and was told by the rude supervisor that I would be penalized for canceling these services.

This is an injustice. I do not know what to do about this. This supervisor at AOL was rude and did not attempt to understand what I was asking. I no longer want this service nor to have anything else to do with AOL.

We converted to Verizon Broadband service and originally intended to cancel AOL. The AOL rep offered a broadband shell providing all our AOL services (email, etc) for 4.95 per month. Also, he notified me that there was a limited dialup access of 3 free hours per month, then a charge of $2 per hour if that was exceeded in a month. Being broadband, we would never be using dialup access.

The first month, our Discover account was billed $4.95 as agreed. The second month, we were billed $262. Upon calling the service center, and subsequent discussion with the rep's supervisor, they stuck to a statement that our account was a 'limited online access' account of 3 hours for ANY online connection, and subsequent charges for each hour exceeding that.

As I informed them that this was not what the previous representative proposed, and it would make no sense to pay Verizon for internet access and pay such an onerous fee for a redundant service from AOL, the rep and then supervisor offered to refund $224 but could not refund the final $35 of an 'overage charge' for exceeding the maximum hours for a plan I never agreed to. Also, the current month is already billed at $38 which they will not refund either.

Needless to say, I cancelled the AOL immediately, and am now filing a dispute with Discover to rescind the charges that I never agreed to pay for AOL services. Where this will end up, I don't know, but I do think a class action law suit needs to happen here. The operator at Discover told me her brother had the same experience, and I am sure many other have as well - this appears to be a well-formulated bait and switch scheme that has support from all levels of AOL management, and their front-line operatives are coached in apologizing and cajoling irate customers into accepting less than full-refunds, while denying access to any level of management.

After reading all the other accounts of double billing, and other phantom charges, it's apparent that AOL moves from one scheme to another depending on customers' failure to analyze credit card bills to reap un-earned and illegal remuneration.

Hi, my case is probably very basic but here goes. I signed up with aol broadband silver package by buying a pack at Dixons for 18.99 with 2 months free. When i set up my broadband i had to ring aol to complete setup and changed to the gold package, then noticed the free router and changed to their highest platinum package. I also took up their online antivirus which was advertised at 2.50 monthly, which i cancelled within their 30 day period ( or so i thought). The first amount they was going to take was 25 to be taken on 6th feb, around that date i think it was the 8th, the money still had not been taken, so i tried to get through to them on the online help and on the phone at the same time. I was then told on the online help that it would be in about 2-3 days, and on the phone i was told 10 days.

I then rang and spoke to a supervisor who apologised for that mix up and that they had not cancelled my antivirus. I was then offered for that payment to be added to the following month, which i excepted thinking that they would now be taking a payment of 29.99(actual monthly fee for my package) plus 22.50. To my horror i received a letter from my bank stating that they would be changing me 35 as AOL tried to claim the 25 straight away. I rang AOL and spoke to a supervisor yet again who said sorry more times than i can count, he agreed with me that there had been an error on AOL's side, and informed me that on my next due date, the 29.99 was going to be waived, also they would remove the antivirus fee, and there would only be the first amount, which i assumed to be 22.50. Then on i recently rang up again to make sure they would be taking the right amount and was again surprised to be told that they would be taking 26.

After discussions again i was told that they would credit my account (as in take money off) by the amount of 5, but that 5 was to be taken off the following months bill, so i excepted this. Then i ring my bank on 14th march 2006 just to make sure AOL took the 26. My bank then informed me that AOL tried to claim 21 and 26 and that they will be closing my account due to occurances on my bank account. I have actually spoken to AOL roughly 6 times over the 14th march. I was firstly advised that a manager would call me back within an hour, but i didn't receive that call, so i rang them back (each time you ring up, you have to explain the whole thing to everyone you speak to). I spoke to another supervisor, explained it all again and asked what they were going to do to resolve the issue. I was then told that they would pass my details onto the billing department who would call me back.

I spoke to the billing department, and asked them if they would ring my bank to fix the problem they caused and was told "NO" and the matter was left unresolved. I later in the day rang back asked to speak to the last supervisor, and was advised they had no way to put me through to that same person, but could i explain it again to them. I asked them to look at the notes on my account (after each of these calls i asked them to log down the details of each call, to which i have found out they have not been doing). I asked for his name and was told, AOL is required to give out staff names. I then asked if calls are recorded to which they said "yes,but not all", although it doesn't actually say that on the recordings or when you speak to staff. I then asked if i could listen to or have a copy of these recordings (as i though you could have access under the freedom of information act) and they told me they don't have to and wont allow me access to those recordings. So basically im stuck.

Just a few added details, i have or had a cash only account with lloydstsb, and they don't allow these type of accounts to go overdrawn or unpaid fee's. Plus i am currently unemployed, hence the reason why monitor my bills and have exact amounts paid into my account just for my bills, nothing more.

Please if anyone has any advice on what i can do next, as one of their staff made a point of telling me over and over again, "your bound by a 12 month contract sir, so there is no way of cancelling"

Thanks

I have been a Time Warner Road Runner (broadband) customer for about 2 years now. I have been an AOL customer for about a year and a half. Recently because of a price hike on my broadband service I canceled my service with Time Warner and kept my AOL service. I called AOL to change my service plan with them so that I can receive unlimited dial up. Well for anyone that has had cable Internet service they know that going back to dial up is just not a good thing. So I was on Time Warner's web site, seeing what package deals they had to offer. I figured I bite the bullet and pay for the broadband service.

Well to my surprise and much dissatisfaction, I saw a package offered where AOL was free with my Time Warner Road Runner account. I could not believe this. So I went ahead and ordered my service again through Time Warner and had the bundle package included. Immediately I called AOL. Now anyone who has tried dealing with AOL and getting real answers knows my pain. Now their customer service I have found to be very good most times however when it came to this topic, well it seemed as if they were all programmed to say the same thing. My question to them was why, if this was a package deal with Time Warner, have I been paying for this all of this time. Now I so far have spoken with 4 different representatives.

The very first lady that I talked too had told me that my account would be credited back from the time the service or package became available in my area (NE Ohio). Everyone after that basically told me that I was stuck and AOL would not be refunding any money to me. Needless to say I am quite angry over this issue. I can even remember at one point calling AOL (this was after having them for a few months) because I heard that if you had broadband service you could get a cheaper rate. So naturally I called them. In speaking with the representative I told him that I had Time Warner's Road Runner service, because he asked what broadband carrier I had.

Now at this point, if this package was available in my area, why then did this person not tell me of it. I can tell you why just as any other hard working man could. They wanted my money. Now granted, I do not know when it became available here in my area as I said. So that being the case, why then would AOL not maybe have sent out a sort of welcome letter to its new Time Warner customers, or even just a general letter to everyone at that time stating this better offer. Again, we all know why. I find this business practice to be very unethical of AOL. So far I have received no answers to explain this to me and again no one can tell me the time this took place here in my area. I don't expect to receive the entire year and a half back from AOL.

However I want what is owed to me. I'm curious to know, and it's funny because the last person at AOL I spoke with I told this and she got as quiet as a mouse, but I wonder how many other people hundreds probably thousands that have been taken advantage of in this, again, unethical way of doing business. I was told by one person at AOL that this was only offered to "new" Time Warner customers. And again, if that is true, what of its existing customers. AOL claims to be all about 100% customer service. With this issue, I have yet to see a percentage even close.

My grandmother had had service with AOL for about three years. In July of 2005 AOl sent us a letter informing us that our broadband service was no longer going to be available through AOL.The next month The dsl did not work. We were still able to access aol via dial up.

I then decided that I was going to sign up for dsL again with another company. I logged onto the internet. I was obviuosly logged onto my grandmother's aol account which was how we are able to get on the internet at my house.When I put in a search for DSL ads for DSL with AOl came up.I clicked to sign up for DSL again that was going to be provided by aol.I put in my name as the billing contact. I also put in my phone number as well as my credit card information for the billing. I clicked send and was informed that shortly the dsl package would arrive. I at no point was asked an account security question or had any idea that aol thought I had ordered this service through my grandmothers account.

It turns out that "they say"(AOL) that by placing an order while I was logged on to the aol service through my mothers account I was signing her up for the DSl service.When I printed my confirmation It said nothing reffering to the fact that I had just added a feature to my grandmothers account. So basically I was unaware of the fact that AOl had assumed that my grandmother had requested DSL to her account.

I was under the impression that I had just signed up for a new DSL account. When the modem came I got on line. put by credit card and thought that all I had left to do was have my grandmother cancel her dial up account because we had obviously gotten a new account.

When I called to cancel her account they said that she had just signed up for DSl and that it would cost $150 to cancel. I said that this was ridiculous because i had ordered the DSL under a new account and the she had never authorized a change in her account. THey siad that because I had been loged onto her account it automatically adds the feature to her account. I told them that I had obviously put in all my information as far as billing. They said that it was irrelevant who I put under billing or contact.

I was exhausted and fustrated after beiong on the phone for an hour and speaking to three different people, which all gave me diffrent stories.THey all made me feel like an idiot for knowing that I had signed up for DSL through my grandmother's account. I then told them that it wasn't a valid contract because my grandmother had not athourized that service. They said it didn't matter.

I told them that it was ridiculous that I had to pay fifty dollars to cancel an account that I had thought was set up with DSl and had created with that intention. When in reality aol had added that feature on my grandmother's account and put her on a new 12 month contract.

At any rate they stated that although they had not clearly let me know to who's account I was adding serviceds to that I should "take it as a learning experience." its outrageous to me that they can be so loose about your account and adding services to that account. Had they verified in the ordering process that I was adding a service to the existing account I would have canceled my order. If they had bothered to ask for a account security question when ordering I would have knowth that I wasn't actually creating a new account.

As usual AOL is a mess, slow, expensive, I made a call due to the slow response, I have DSL thru AOL and Broadband (which I pay for and now hear is discontinued) he was rude and told me my service was with BELL - it is not, I pay AOL via auto withdrawal from checking each month, I set up and received the AOL DSL modem from AOL he argued (as AOL does - never their problem) on and on til I told him thanks for his help and that he is rude, and I will now find a new provider. AOL is out of control, they over charge, provide NO service or answers for their poor service and leave people in a lurch. It is time for them to get it together or the GOVT to take them down.

I ordered AOL silver broadband on 25/10/05 & I had an E-mail on 04/11/05 headed AOL Broadband Registration- Order Completed.I received my Easy-install pack & went ahead to get set up,but it was not until I read the manual that the importance of the distance between the BT main socket & the computer was emphasised,namely 10m. My computer is 13m approx.from the main BT socket & unless I get carpets lifted & floor boards too in no way can I get within 10m,the only other way is to ask BT to change the position of the main socket & that will be a costly business.I am now bound by a 12month contract with B'band that I cannot use & I have lost my Off-peak dial-up connection.I am ancious to get on B'band but in the meantime I would like my Off-peak connection restored until such time as we get these problems sorted out.

I received a message at log on that I needed to update my billing with AOL. I asked for a supervisor. My billing info has been the same for the 6 years with AOL. Nothing has changed. I got Stephanie the supervisor from HELL. I was trying to tell the witch that I had a problem with AOL this summer when they decided to switch me to broadband against my wishes and it might have affected my billing info.

They changed my service they probably messed up my billing info. She did not want to hear what I had to say and cut me off verbally everytime. She finally hung up on me when I would not respond the way way she wanted me to respond. AOL billed me for broadband and never sent my refund. They are doing somthing funny with accounts. It needs to be checked into. If you are an AOL customer, watch your back.

I signed up for the 30 FREE trial of AOL DSL for Broadband. I did this through AOL. The modem came from AOL. I could not get the modem to work. I called "tech" support. I go a recording stating something like "all of our representatives are busy, but you call is very important to us, so please hold on." I started watching a baseball game. Three hours later when the game was over, I was still listening to the recording. I decided I must not be that important to them, so I boxed up the modem and sent in back within 2 weeks. I included a note saying I couldn't get it to work and didn't want the service.

8/10/2005 8/9/2005 TWX*AOL CANCEL FEE 0805 800-827-6364 NY $150.00 is still being charged to my account.

I have been trying to cancel my cable modem broadband service. So far I have spend several hours on the phone. Been routed to India, to various automated services, been given non working numbers and still am unable to cancel the broadband service.

I want to cancel since I have been unable to get an appointment to get the cable modem fixed.

I have been a member of AOL for many years and have always had excellent service and have recommended AOL to many friends, but not anymore. I signed on for Broadband in November and had lots of connection problems, one being taken off of Broadband by AOL staff for no reason. I requested re-connection, two weeks later I found nothing had been done, when I eventually got re-connected I found I could not receive Broadband. Since then I have cancelled my account three times and have now been told my account is cancelled, although I have not been sent any packaging to return AOL hardware and up to now have paid up to two months Broadband connection.

Since I have cancelled I have had nothing but problems with staying connected on dial up! I have been in touch with AOL help line many many times and have not been able to solve the problem! Since then I have signed up with two new servers for a trial period and have had no problems with connection and staying on line! As soon as I find a server that meets my needs I will sign up with them and cancel my account with AOL! AOL's customer service has gone downhill considerably. I am greatly disappointed that I am having to change severs but I have no choice.

I signed up for AOL dial up in October 2004. This was going fine until I decided to switch to AOL Broadband Gold Annual in December 2004. After all the problems I've had with it I'm starting to wish I hadn't bothered.

To begin with AOL switch my phoneline connection over to broadband BEFORE my modem has arrived so I'm unable to access the internet at all and have to phone them up to switch the phoneline back to a dial up connection.

Then when its time for Januarys bill they still think I'm on the dial up plan. I contact them via live help and the person assures me that it will be switched to the AOL Broadband Gold Annual on the next billing date. But come February they are still billing me on the dial up price plan. So I contact AOL via live help again and the person at the other end is unable to help me and doesnt even seem to know what I'm talking about. So I phone AOL and they too are unable to explain why their systems havent been updated. She even asks me if I'm sure I have a broadband connection! (yes I'm sure! I'm on the phone and the net at the same time and I have the confirmation email on the screen in front of me!) She says they will change the information on their systems and ensure that I'm charged the correct amount next month.

But surprise, surprise come March I'm still being charged on the wrong price plan. Three months after I sign up for broadband and its still not sorted. Only this time they are charging me 75 more than I should be paying for services which I never signed up for and have never used. I contact AOL on live help and ask them why I'm being charged more than I owe but the person at the other end doesn't have a clue what I'm talking about and (again) is unable to help me. So I contact AOL via the phone and it turns out they have put me onto the AOL Broadband Gold Annual PLUS package rather than the AOL Broadband Gold Annual package.

They are charging me 75 extra for having more than one modem and/or a dial up connection (alongside a boardband connection) - neither of which I have! The person tells me they are unable to stop the direct debit going through and that they will only issue a refund once the direct debit goes through the bank. But again no explaination of why I'm on the wrong priceplan. I'm still waiting for the refund and anticipate having to contact them again in April for charging me incorrectly.

I switch from AOL dial-up to broadband in August 2002. AOL has continued to bill me $23.90 per month since that time. Each month I spend about an hour on the phone trying to get credit. Sometimes I do; most times I do not. I was even told by one supervisor that there was nothing they could do. I also wrote a letter to their corporate headquarters in December 2002 and got no response at all. I am at my wits end. I am currently paying $9.95 per month for AOl for broadband, and I am still being billed the $23.90. There is no record of the $23.90 when I check my billing info on AOL. What can I do to make this stop?! It is driving me nuts.

Three years ago, my parents signed up for broadband after being an AOL dial-up customer for 7+ years. 2 years after signing up, dozens of phone conversations and hours of ear sweating calls, I find myself on the phone trying to shut off 'service' that we never had. Originally I signed my parents up but after several attempts to get it up and running, AOL agreed, twice, to send someone out in person to work on it. No one ever showed up. They have NEVER had DSL service, a fact that AOL did not contest since they could apparently 'see' that on their account.

So at the end of 2 years, almost $1000 later, after two days of calls to AOL, I talked to about a dozend different people about cancelling dsl. Some hung up on me, some belittled, berated and patronized me, and all tell me I get NO reimbursement. Finally I get sent to 'Andrew'. He's the decievingly helpful auto-individual with whom I'm conviced few people have the tenactity to acheive contact. He lulled me in to thinking everything will be okay, invisibly nods, and then... still he tells me I get no $ back. Eventually I got i think 2 months of credit.

Shortly thereafter, I sent two unansered letters to the company requesting a full reimpbursement and planed to file BBB and CPUC complaints, neither of which I've done yet. I don't have time for this run around but it seems only fair they shouldn't get away with it.

I have call a million time, complained a million times and to this date, 18 MONTHS LATER I AM STILL BEING CHARGED FOR DIAL UP SERVICE! Last month CANCELED MY AOL BROADBAND AND CHANGED TO EARTHLINK. I HOPE I DON'T SEE AOL BOARDBAND CHARGES ON MY NEXT CABLE BILL!!!

Called to cancel AOL Broadband service. Service was cancelled; however, a month later I received a notice stating that I owe AOL money. I called cusomter service and got no results. The CSRs are very, very rude and have I don't care attitudes. I am very displeased with the service I've received from AOL. My issue still hasn't been resolved. I will never go back to AOL or advise anyone I know to try them. Now I am receiving letters from a collection agency for about $50 from AOL who still hasn't informed me of what I am being charged.

I have been a customer of AOL for 7 years and have always been on their unlimited access plan at $23.90 a month. In September of 2003 I joined Optimum Online and decided to cancel AOL. When I tried to cancel I was of course was give the typical AOL runaround. They offered me 3 free months of service and a plan for AOL Broadband at $9.95 a month. I was told that this would be for unlimited access and that is all I was told. On the second and third months of my "free" service I was billed $9.95. When I called to find out why I was being billed I was told that I had service award credits on my account that I would have to redeem. Because I had not redeemed these credits, I was charged. The same month I received an email from AOL stating that they had a price change on the plan that I was on and it would now be $14.95 a month for AOL Broadband service. I feel this is a form of bait and switch they conveniently changed their price plan after the first 3 free months of service were over so that I would never pay the $9.95 rate I was promised.

On February 17, 2004 I noticed a charge on my debit card for $246.12. I called my bank and was told that it was made by: TWX*AOL DIAL-UP with a telephone number of 1-888-849-3200. My account balance was overdrawn as there was also a pending debit for $293.60 from TWX*AOL DIAL-UP and another for $14.95 from TWX*AOL BROADBAND. When I called on 2/17/04 I was told that the excess charges were from dial-up usage. I was told that I was on a plan for 5 hours of free dial-up service and that I had gone over that at $2.95 an hour. I was never told any of these details when I called about the service. I never received an email detailing that I would be charged for dial-up service.

I was told that I used hundreds of hours of dial-up under one of my account names (not the master account) and that there was a pop-up window that I should have noticed that said that I was being billed for the time. I was not the one who used the dial-up although I'm the person with the master account and I was never notified of the charges. They were just billed to my checking account. I called the number on my bank statement for AOL immediately and was given the runaround for two hours. I was told that I was read a disclaimer when I signed up for the service that stated the charges. They refused to provide proof. I was also told that I was sent an email stating the charges. When I said that I was never sent such an email and asked them to resend it they refused. I have another account with AOL that I received free recently when I purchased a new computer from CompUSA. I tried to cancel that account today and was given the same runaround. Instead of letting me cancel it they wanted to sign me up on the $14.95 a month plan. I accepted because I wanted to prove that they would not tell me about the hidden dial-up fees. THEY DID NOT. I received emails at that account afterwards and there was NO statement pertaining to the dial up charges. This is really the same thing that phone companies do when they slam phone bills with hidden fees.

I have filed a claim of unauthorized transaction with my bank (Commerce Bank) as of today (2/18/04.)

yes, like others i read about aol and broadband have cause me many insufficent funds with my bank and i was told by my bank the always cause alot of other customers insufficent funds by drawing money out to soon or to much or double and when they drawed mine out on nov. 26 for 54.95 and 6.90 they caused insuffient funds 90.00 then on dec 10 insuffiecent funds of 120.00 and i have been sick out of work since june of 2003.

they told me if i could provide a bank statement proving money had been taken out they would credit my acct. i did 12-12 and when i talked to gerome on sun 12-14 he said i fax it to wrong # this was # i was given and i think it's a brushoff 1-405-***-**** and i have faxed it three times how can this company get away with what they are doing i can get a stop put on a automatic withdrawal all i have do is call my bank and do it.. i told them in my letter i can't afford for this to keep happening my money didn't grow on trees.

We moved on August 25 2003. could not get aol or the DSL up and running. So we called Customer Service Unfortunaly we did not get the Young womens name but we did get customer code plus and address to send back the DSL bbox because our neighborhood was not wired for DSL. She also told us that because we could not use the DSL box in august we would not be charged for it and because we werenot able to get on line that fee was also waivered with an added bonus 2 months free dial up service.

Here I am feeling good about my self until I went To my old house and recieved 2 thirty dollars overdraw bank statement. When I got home I called AOL to find out what happened. A young lady by the name of Renai said sorry a mistake was made and all our money would be credited back to my account with another promise of two months free THE Lies all lies ( when I heard all my money I taught the over drawn fee would of been included in this statement I taught wrong) She said that the money would be returned to our account in five days. ON september 8 Aol took out 31.00 for broadband on september 9 aol took out 28.00 from our account plus 2.18 in taxes all the other bills I had in their for other bills were taken out by aol who said it was free for august plus 2 months since then aol has repeatedly been going into my accout and trying to get their money out for months that they said is two month free. cause my overdrafe amount to be now 200. dollars.

I trusted them and they scewed me over royaly. I am not working and now I have to pay my bank back 200 dollars in 2 months. how and were I am going to get this is money is beyond me what I need is prays lots of it. One more think. on october 15 I spoke to a Jamie. I didn't tell him anything about what was going on he said that on numerous occasions they tried to get money out of our account and could'nt as a matter of fact the day after I spoke to renai they again tryed to take money out of my accout that is why they sent us a disconnection notice for non payment at that point I told him that I spoke to a Renai and she said she would reemburse us plus give us two months free he said he did not see any such think. All he saw was Everthing was taken care of.what was taken care of was not entered. When I contacted my bank the next day Renai did credit back 28.00 that is all.

I have been an AOL cusomer for years now and I called to get the broadband installed at my home. This guy comes to the house from Warner cable to install the cable line and then tells me he has to install the software in my computer. So I willingly let him install it and then he tells me that all I need to do is install AOL 8.0 and everything will be up and running.

Well, the following day when I go to install the software, it gives me an error message telling me it can't install the software. So I try logging on through dial up and I can't long on like that either. So I went ahead and called AOL and they told me I didn't have enough space on my hard drive to to install AOL 8.0 and so I ask them why can't I log on then. He tells me do to do a few things and then says just shut down your computer and when you turn it back on you will be able to log on. I think that was just a way to get me off the phone because when I turn my computer back on I still couldn't log on.

It's been over a week now and I still have no internet access at my house. I spoke to 5 different people, and after following their instructions, every single one of them told me the problem would be fixed to just shut down my computer and then turn it back on and everything would be fine. Don't we wish we could do everything in life like that. AOL doesn't provide the service that you need when you need it for the price you pay. I'm really disappointed with the service AOL has provided for someone who has given them business for 6 years and I'm going to cancel my internet service with them when I talk to them tonight.

I called to have my account canceled after receiving a DSL which I was told was free and they charged me $110. The lady I spoke to said she would give me 3 free months of AOL and credit me for the $110 and I had til October to cancel before I would be charged my regular $23.90.

On September 18th I called to cancel my account because I had found another company and hadnt used AOL in a month. I first spoke with Kevin, he told me he couldnt cancel my account cause the systems were down. I asked to be transferred to a supervisoranyway long story short, I was transferred back to Kevin after specking with a supervisor and WOW systems were back up and I was able to cancel that day (Sept 18). I was also told I would not be charged and Kevin gave me a cancellation number.

On Sept 22nd I was charge directly from my checking account $23.90. I called Sep, 24th and spoke with Tony who put me on hold only to hang up on me. I called back and spoke with Tara who tried to find her supervisor but he was busy so she also put me on hold to direct me to the billing department, and she hung up. I called back and talked with Sean, he put me on hold and I talked with Clara the supervisor. Clara informed me with MUCH ATTITUDE that I was not listening to her (she wouldnt let me speak). She said unless I had an email to prove I had 3 free months I was not getting my money back and she also told me if I slandered AOL I would be sued.

I have a defective Actiontec modem. I have used all the instuctions on the internet and phone with AOL. They are unable or unwilling to solve the problem. I need a new modem, can anyone help?

(the following information was forwarded to AOL Billing, AOL high broadband and Write Us anywhere AOL)I have just canceled my dial up service with AOL and I am extremely unhappy with the AOL has handled the following situation:

I never received a DSL modem...however, I was charged for service and I am now told I am being responsible for the charge of a modem:

When trying to contact AOL representatives regarding I kept getting referred from one person to another--several of the calls involved very long waits--I have spent hours trying to resolve this issue.

There is conflict between what your representatives say and what they actually follow though with:

account was just canceled--when asking a representative why the broadband account was not immediately canceled he said it was kept open so it could be credited (this does not seem right and is contradictory)

3. I just received a e mail that the DSL account had just been canceled and that I would be held responsible for the cost of the modem if I did not returned it (how can I returned it if I never received it?)--when making a call on August 29th, I told an AOL representative from Broadband that I never received the modem, that Josh, one of his representatives, had checked the trace an the modem and that it was shipped but never recieved. I also told him I never signed anything when the mail modem was shipped and that my post office never sent me a me statement saying that he was unable to deliver a package. I was informed by the representative that the DSL package did not need to be signed for (are you telling me that a mailed piece of equipment from AOL that cost around $99.00 does not need to be accounted for in some way when it is shipped--this does not seem right and it seems very unprofessional on AOL's part and unorganized! I thank the represenatative for his time and then feeling very angry, I hung up and contacted another AOL to cancel my dial up service.

5...I also told the representative that I would like an address of a cooperate office of AOL and that I am planning on taking legal action. He gave me the following address...had a little trouble understanding him would you please make sure this is correct: AOL Legal, 22,000 AOL way, Bullies, Virginia, 20166. I also ask for a cooperate address for customer service--he said it was the same as the AOL Legal address (is this correct)? My cancellation number for AOL dial service is: 435606312.

I would hope that you would ask yourselves what kind of company you are running. Wtih the exception of your representative Josh, I feel that this matter has been handled very poorly on the phone. I do realize I should have been aware of this issue earlier and taken care of it--however, I had a year of dial up with AOL though Gateway and did not find it necessary to check my account... I also never received statements snail mail. I have also stated that I would be willing to give AOL a second chance if they give me additional service to replace the costs I have incurred though the Broadband incident--no one at this point seems interested in doing this other than providing couple extra months of dial up--this does not even come close to offsetting the time and expense I have incurred. My experience with AOL is unfortunate...although I had several problems with your software prior to versions 8 and 9, I have found that I like AOL 8 and 9...and that they have proved to be reliable with my windows XP operating system. I hope that someone with the proper authority can research this situation and resolve the issue in a timely and in a manner that is acceptable with me. I think that you would agree that a legal action into this situation could be very costly in both our time and finances.

Sincerely,

Phone: (319) ***-****

I'm tired of watching the little triangle spin then screens popping up and getting diconnected. I'm also tired of all the ads for Broadband. Why do I want that when the service I'm getting now isn't pleasing me?

i am pissed off with aol service its unreliable,i cannot get on to the web sites i want to. and its not worth the money i spend on it. now if its to get me to go broadband well its not working. i go on chat and community and all i get is aol error has occorred. it is constantly getting on my nerves i dont think its the way to run a multi million dollar buisness its a disgrace. i am really thinking off leaving this service which has really gone down hill in the last few years. very disappointing

About seven or eight months ago, AOL Broadband had a promotion where they would send a free DSL modem and program with a reduced rate for a month and then pay the regular monthly free of approximately $30.00.Because I use my computer extensively and enjoy it very much, I ordered the DSL ad looked forward to installing it

The equipment arrived and I happily attempted to install it. I followed all the directions but unfortunately, it wasn't working, so I called the technician's line and after he had me go through some further steps, he determined that something was actually wrong with the telephone line outside and our local telephone company would have to do something. He indicated that they called our company and I would be notified in a couple of days when the line was corrected. In fact, I received both a call and email indicating that the problem was corrected and attempted again to install the program. Again, it just wasn't working and so I called the technician. He attempted to walk me through it again, but again, it didn't work. He informed me that perhaps I needed to get some splitter for the line but when I asked him what that was, he simply directed me to the AOL broadband on-line store and told me that I should find it there although I stlll had no idea of what I was looking for. He also informed me that perhaps this wasn't going to be able to work on my telephone line currently. I do remember saying to him that I wanted to make sure that I didn't start getting billed until I could start using the service.

As a matter of fact, that was the last I heard from anyone regarding this DSL and hadn't realized that I was being billed for DSL usage because the amounts are drawn out separately, i.e., my regular AOL account is drawn out of my account separately from the DSL charge. Clearly, I wasn't happy about this because my DSL is not working, why was I paying for it. I called AOL billing and they agreed to allow me two months free of charge for the AOL service. I did want to see if I could, in fact, try to reinstall my DSL so once again, I gave it a try.Once again, it didn't work. I called the technician line again, they informed me that they needed to contact my telephone company again and after the telephone company cleared the line, an AOL technician needed to come out to my house and that it would be about three to five days. I agreed to that. The next day, I received phone calls from AOL requesting that I schedule appointment for a technician to come out to the house. I asked if the telephone company had moved that fast on whatever was wrong with the line and the woman who was setting the appointment told me she knew nothing about the telephone company, that she was calling from AOL. I told her that the line was to be corrected before a technician was to come out and that is why I asked. She told me about three more times that she wasn't the telephone company, she was calling from AOL broadband. I told her that I understood THE FIRST time she told me that but that it would be a waste of time for the technician to come out if the line hadn't been repaired. Anyhow, she told me to schedule the appointment for a Thursday which was two days from the date of this converation. I also received an e-mail on line that indicated that I should go ahead and made the appointment with the technician which was already done.

The next day we received a phone call from AOL telling us that the Thursday appointment had to be cancelled and rescheduled because the person setting the appointment had not put down a time and they weren't sure if the technician could come out. The appointment was rescheduled for Tuesday the following week.

On Tuesday, the follow week, a technician came out, attempted to set up the DSL and informed me that the telephone line was not corrected (AARRRRRGGGGGHHHHHH!!! was anyone listening to me when I asked them in the first place!!!!!) We told the technician that he should just leave the dial-up modem for now and he would have to come back after the line was corrected. When I attempted to get on line later that day, I was unable to, even on my regular dial-up modem. When I again called the AOL technician to have them walk me through to get my regular dial-up modem working, it wouldn't work and the technician suggested I go out to a computer store and buy a new modem. I asked her why I should buy a new modem when it was working perfectly fine until the technician came out. Well, after several phone calls again, the technician came out, fixed up the regular dial-up modem and I have been able to use that now. However, to-date, I have not heard from anyone else regarding my DSL installation although that occurred in Mid-May and it is now early July. So,here I am again, in a void trying to figure out what to do.

For the record, my case number is #107664707, service ID # 338894. I would very much appreciate it if we could finally resolve this entire mess. I have been an AOL customer since 1997 or so, have been pleased with AOL services up until this point. Quite frankly, I feel this has been incredibly poor customer service and I am wondering if AOL has gotten so big now that the regular individual customer has become so unimportant that it really doesn't matter how they feel.

The bottom line here is that I want this resolved, and I would like it resolved soon. If I do not hear from someone and end up with an appropriate resolution, of course, there is no reason for me to keep my AOL account and secondly I will be very sure to share this experience with anyone I know who might think AOL is a great ISP just as I used to think before this major fiasco.

Sincerely,

Work number #612-***-****

Recently you have been interupting my work on my computer by automatically wanting me to go "on line". Most of what I use the computer for is not anything for which I need to use the internet. I resent the constant interuptions that necessitate my taking the time to cancel the internet. I have repeatedly rejected your offer for broadband connection. If you have added it, please take it off. It is not something that I need. Thankyou for your consideration. When I need to be on the internet, I do not mind going through all the necessary steps after I have clicked the icon.

I cancelled AOL service in March. However, they said I ordered DSL service in February (I didn't, I only ask for more information, or so I thought). They sent me a modem. I never opened the package. I called to complain and they told me I had to send it back or they would charge me. I said I never even ordered it now its not fair I have to pay to send it back. Well, I did send it back but now they say they want proof. I can't find my P.O. receipt and so they say I don't have proof I sent it. They said they never received it. They made an unauthorized deduction from my checking account in June for the modem, plus $5.00 to use my checking account!!!

I had told them expressly not to use my checking account anymore, after I had cancelled their service. They had also made extra deductions for the DSL service, which I never used.

I have gotten no where with these people. They won't even let me speak to a supervisor when I call.

I purchased AOL Broadband about 3-4 months ago.I have had this problem with a pop uo which states: WAOL CAUSED AN INVALID PAGE FAULT IN MODULE MS JAVA AT 017F 7A 9ALCDA.This stops instantly anything you may be working on your computor.It can happen as soon as you sign on or at any other time, but it happens often showing the same detailed waol fault.To get back on line you have to reboot computer having lost what you were working on.I have looked and acted on advice both from aol help and the net.

From the net it appears this is a major problem and is stated that aol do not know how to resolve this.I telephoned aol free help line. After forty minutes they could not solve this problem. Two days later I contacted aol live help on the net( Broadband)Ref: chat agent044.I was told to reinstall AOL7. I replied I had already tried this.after waiting a good few minuets there was no reply.I then stated that if they can,t resolve their fault I want to cancel my subcription without any penalties as it is pointless in paying for a service that is so irritating in this constant cutting off the aol service. Their reply was a telephone to contact to cancel my conscription. I asked them why they were unable to resolve their fault. No reply. I have a print out of these statements.I ask myself. Why do you need a magnifing glass to read it.

I have been very disappointed with broadband I cannot see any difference whatsoever login on, it takes the same time, since I've had broadband I had problems. at the end of my contract I'll definitely, it will not be renewed. also I was very disappointed with a service which you strongly advertise texting service using another company which they cash my money, and never gave me the credit which I paid for after contacting you you wash your hands from it, asking me to get in touch with Red Rock/ they are no e-mail numbers or telephone number/ I had to contact my credit card company to sort it out.

about 2 months ago i changed my service from AOL DSL to AOL broadband.prior to this i had a multiple screen-name service that enables differnt screen names work at the same time.i called AOL and they appologised, promised to correct it within the next billing cycle and give me 1 month free service.it's been arround a month and a half and nothing changed! i made more phone calls, spending long time on the phone, get hang-ups. requesting to speak to a superviser was denide, and the computer was always "down", so they couln't help me.the new service that i got was at no charge, for the same features and conditions! in reality i do not get it! please advice.

i ordered aol broadband 6-9-03, & they verified that the service is on, but i can not receive broadband services. after numerous calls & complaints, one blames the other, aol vs verizon. verizon has no record of any problem & aol is waiting for verizon to ontact them. i was told that my service will be charged when i get my service & since they keep emailing me that my service is connected & by phone it not, i dont want to go thru the hassle of paying for a service i do not have.

I have been using AOL for several years now and from the beginning I have been signed up to the 15.99 Tarriff so I have unlimited access. Last year I changed bank accounts and AOL do not accept the debit card that I now have. It was recommended to someone from Aol to use a friend or family members card. This I agreed. Unfortunately my friend has too much money and does not check his statements thoroughly, this has led to me just finding out that in august last year I apparently went onto AOL billing and changed to a light user scheme at a cost of 5.95 and 1p per minute resulting in me having bills ranging from 75.16 one month and 418.63 the next. I spoke to aol and they said as a gesture of goodwill they would refund my friends card 426.69 and credit my broadband account 279.90.

In March I was contacted by AOL regarding AOL Broadband. I was transfered to Time Warner where I was explained that I would have three months of free broadband and then I would have the option of canceling the services. I declined the offer because I already had 6 free months of AOL. Somehow, AOL charged my credit card for 1 month and a pro-rated month in the amount of 45.54. I received my statement and immediately called AOL where I was told that Time Warner was at fault and I should contact them and as soon as I did that to call them back and they would refund me the money.

I did all that and was given the run around. Sharon from AOL told me that they would give me two months free and credit me $8.00 dollars. She told me to call Time Warner and have them credit me the rest of the money. I called Time Warner and spoke to Katrina and was told that it was not their fault but that she would help me out. She called AOL and we were on conference call. The customer service rep; was rude and stated it was my fault and they proceded to argue over the matter. Katrina from Time Warner was very helpful but nothing was resolved. WHAT DO I DO???

I am asking to be reimbursed for all the extra charges AOL has collected from me through my Visa account WITHOUT MY APPROVAL.

It is becoming increasingly difficult to connect to AOL, and it seems no small coincidence that when I eventually get through. I'm immediately faced with a ad for broadband.I do not wish to have Broadband - but I do wish to have an efficient service. I await with interest your comments

took nearly a month for replacement broadband modem to arrive even then it did not work so still using 56k modem. was told on numerous ocasions it was being sent to me, only to find out it was not esculated to the broadband team till jan and sent out jan 29. That one was "lost in post" and new one sent out.Giving support to clames you join easily but try and leave they will throw free months at you and try any thing to keep you but will not keep their promisses of having the broadband to you in 5-7 working days

This is a copy of a letter I sent to the FCC, Verizon and AOL...regarding being held hostage by AOL. I have recently decided to cancel my broadband account which I have thru AOL services. In that conversation with AOL...I learned that AOL actually has the "RIGHT" to hold my dsl line, WITHIN MY OWN HOME hostage...for 30-45 days. Which then means I am not able to subscribe to another provider until the release is done. Funny that when I signed up for the service, it was able to be palced on my line within 5 days....but could 9 times longer to remove it.

In speaking with AOL...I have been told that this is the FCC's regulation....and I have to question as a taxpayer and a consumer...why this could actually be a decision made by the FCC to unfairly treat the American consumers. The line is within MY home.....part of MY phone line, that I pay for...not the FCC, AOL or anyone else. I am outraged that this is a policy set forth for what...to help the organizations who provide these services by allowing them to put additional pressure on the consumer for deciding to leave their provider for another???????????// this is insane and I resent it. Please respond...this is what I have been told by AOL...I would hope it is not true. I work in a professional enviorment of licensed individuals....we are not governed by ANYTHING that could EVER hurt a consumer.....so how can this be for real?????????????????? Im amazed. But in the meantime, I am not ALLOWED to be free as an American and join another provider until AOL decides to get up off their butts and unplug me.

610-***-****

I ordered DSL Modem Broadxent Blaster and I was told that it was free because I had got it it the right time with the 3 months. I ordered in July, order number was 851306677; however I was not suppose to have been charged for it. I have repeatedly called all kinds of numbers and this one tells one thing, it is cut off by the telephone company; when it was not. Some of your suppose to be professional people were ugly with me and did not try to help at all--some were okay.

I want my 118.97 refunded to me that you took out of my checking account. Now I had been using AOL for a long time --However, I will not ever use your service again and I am going to tell other people to watch you, because you are a rip off. I want my money mailed to me personally--not put back in my checking account. Don't even go that way to try to get anything else from my checking account. I am going to check with the Better Business Beaure as well as seek an attorney if my money is not refunded to me personally.

I quit AOL months ago because they assurred me that I could install DSL with their "free" DSL modem. It was not free, I was never "ready, compatible, accessable??" for DSL, but AOL peddled me this junk anyway. I then quit AOL. I have AOL sucking money from my bank account to this day and AOL Billing, yes BILLING, cannot, will not, stop the on-going thefts????? If billing cannot stop stealing, where the hell do you go????

I've been robbed for months. And the DSL was never, I repeat NEVER, coming into my dwelling without VERISON running a dedicated line. The question beggs: What the Hell is AOL telling customers, WHAT LIES< to sell these worthless DSL packages???? I sent it right back to TENN or MISS, at my expense, and the SOB's still bill me. It's been months. I quit the AOL service completely for this rip-off, con...like we don't have enugh on the net already.