Complain about a product or service

AOL - "Free" Hours

Joy of Sheffield Lake, OH March 3, 2007

Upon first receiving notice via email from AOL informing AOL customers that if they have another high speed provider, that their AOL service would then become free service. All that needed to be done was fill out a notice form informing AOL of having another high speed carrier. Which I did, first calling AOL and they directed me to notifying online which I also did. While taking the necessary steps to notifying them of the change, I received their confirmation(at the same time, I copied my notification and their confirmation of receiving it). I then received notice from AOL online when signing on my computer since the change, that I owed for one month's service to them. Upon calling them and speaking to several AOL assistants including a supervisor, I was told they had no record of receiving my notice of becoming a free member.  I have since received two bills in the mail and now every time I sign on my computer, a new notice comes up saying RESTRICTED due to a billing matter.
 

Debbie of Citrus Heights, CA February 28, 2007

I also signed up for AOL's 30 day trail membership. I canceled the account and as with other's a few months later I received a bill for just over 100.00. I've tried to call them, but of course no one ever answers the phone number-I wait and wait and wait and finally hang up. Now daily their collection debt is calling me demanding the money. Over and over I asked them to stop calling my cell phone. I've explained the situation and they've assured me that they will keep on calling me until I pay up. I canceled over the internet and since moved so I don't have a confirmation number.

John of Neshkoro, WI January 25, 2007

I called to give feedback on their service. I wanted to voice my opinion about their new welcome screen and the limitations for their new "free" service. I've been a paying member for over 7 years and jumped at the chance when I was offered the free service as a "valued customer for so many years". I was NEVER told that I would lose technical support help or other needed services but now that I need to utilize it to my surprise I get " I’m sorry, but we don’t offer support to free users".

I called the corporate office and was told I cannot leave feedback because I'm a free user NOR can they give me any support help. I guess paying 23.90 a month for 7 years gets you the honor of being fooled into a so called "free service" where you cannot get any kind of help. "AOL listens to its members" as their advertising says. Yeah right.

Tonya of Gardendale, AL January 17, 2007

I received a 90-day free trial over two years ago.  I installed it and immediately had problems with my computer.  I tried again and my computer crashed.

I immediately called AOL and asked them to cancel service.  A few months later my account was overdrawn and I realized they had drafted money out of my account.  I called and asked them to cancel once again.  I can't tell you how many times I have called and cancelled. 

I have recently closed my bank account, that I have had for 14 yrs, because AOL continues to take money out of my account.

Patricia of Buena, NJ December 20, 2006

I signed up for 3-months free AOL in Aug. of 2006.  I use Comcast and have been a customer for 5 years.

I got my October bank statement and AOL had taken 30.90 out.  When I called on 10/24 to complain they gave me a credit of 30.90.  They told me that AOL would be cancelled, but they charged my account 30.90 again, causing a 20 service charge.  When I called a second time, I was told that I was not going to receive a credit.  

I am afraid that this month will be the same. I need to budget my money, and AOL is not in my budget!!!

Apryl of Morgantown, WV November 20, 2006

On the date of June 11, 2006 I signed up for a FREE trial with AOL. I needed my credit card information entered for if I further kept my account. But I canceled my trial before the billing period ended and 25.43 was taken from my bank account(during the FREE trial). I put in multiple requests to have the money replaced in my account and when I followed up with AOL to tell them the money still hadn't been replaced on November 20th 2006 they told me there was nothing they could do but put in yet another request for a refund and that it would take another 1-3 months to recieve it. I've already waited 3 months from the first time I requested my refund.

Aminah of Suffolk, VA September 9, 2006

At the end of 2005 I started a trial of AOL. I used it for 30 - 45 days and then cancelled. I have had nothing but harrassment from these people sending me bills.

Trying to get thru to AOL to complain is a joke. They put you on hold forever and then when you finally get through they question you forever about why you are canceling.

Today they sent me another bill and said this was a final notice.  I will not pay them one penny.

Sharon of Roland, OK August 31, 2006

I had a 90 day free trial with AOL. They ask for a credit card and said I would not be billed until after my 90 days. I cancelled before the ninety was up, but they billed my credit card. I contacted them and they. Before I could get a representive on the phone a was disconected 3 different times. When I finally got someone on the phone the lady I talk to was trying everything she could to get around the problem. I got into an argument with her and told her I wanted this cancelled. Finally she agreed to cancel my account.

When I received my credit card statement I was charged 2 more months. I contacted them again and I was told this was never cancelled. So the person I was talking to finally agreed to cancel this and said I would be credited for 3 mos. I contacted my credit card company and they told me I was only credited 17. I tried to contact AOL once again. The only thing that has happened is listening to the recording. While waiting on a consultant I was disconnected 2 more times. I have'nt got this taken care of yet.

Sharon of Campbell, CA August 5, 2006

I have tried numerous times to cancel a 30 day trial service with AOL. Now I am receiveing bills that state I must IMMEDIATELY pay and owe 47.80 for services. Each time I call I am told that my services were not cancelled before the trial period had ended. I called and cancelled this service as I had decided to go with Comcast. I feel that AOL holds customers HOSTIGE and that they do not keep records on callers requesting to cancel they trial service. Today, I called and was on the phone for over 2 hours and was given the run around as well as disconnected several times and had to call back.

Melanie of Minneapolis, MN August 1, 2006

In October 2004 I used one of the AOL free trial CDs. I canceled this free trial offer in less than a month, refusing the additional three months free they tried to tempt me with to keep me as a member. In July 2006 I received a notice from NCO Financial Services saying I owed 95.60. I'd never gotten a bill from AOL saying I owed them money. I was just sent straight to a collection agency.

I contacted NCO to dispute the charge, but they weren't helpful, and I wasn't confident my call would prevent my credit from being affected. After much internet searching, I found a phone number for AOL's billing department. AOL Billing- 1-800-827-6364 I called this number and spoke to someone who was very helpful. She researched my account, but said it was too old, and was unable to explain WHY this situation had occurred in the first place. She did say she would clear my outstanding balance, and send a request to NCO to stop collection on my account. The representative sounded competent, so I think this will resolve my issues with AOL. I just wanted to provide this information to others who might benefit from it.

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