Complain about a product or service

AOL Shop Direct

Unauthorized Charges

AOL Shop Direct • Unauthorized Billing • Desk Planners • Mystery "Services"   • Auto Advantage   • Privacy Plus   • Middle/High School Advantage   • Simple Escapes • Billing Errors • Problems Returning Merchandise • Merchandise Never Received • "Out of Stock" Excuses • Other AOL Complaints --- News • AOL Offers to Settle Federal Charges • Class Action Suit Filed

Janet of Hendersonville TN (1/29/03):
I received a package from this company in the mail today, I never ordered anything from them and it says my compuserve account will be billed $95.98 for this merchandise. Our compuserve account is debited from our checking account and if they bill this it will cause checks to bounce. We never ordered anything from these people.

Nancy of McAllen TX (11/7/02):
I received a 2003 deskplanner which I DID NOT ORDER and did not authorize to have AOL DIRECT charge to my bank account. My bank acount was overdrawn, which caused me a lot of emotional anguish and unnecessary debt for not having the funds for another payment that should have been covered.

Joyce of Richmond VA (11/7/02):
I never ordered aa AOL date book for 2003 for $45.00. This book was sent to me and I returned it but my account was not credited for the charge. I would like to get this charge off my credit card. I am a single mother with a limited financial budget and can not afford any unauthorized charges.

Anne of West Hyannisport MA (11/7/02):
I ordered an AOL datebook for the year 2001. This year for 2003 I sent an e-mail to Aol and said that I did not want the datebook for the year 2003. The datebook arrived on November 4th and they have deducted almost &46.00 from my account. I corresponded with AOL and they gave me the key word, but I am unable to find a way to correspond with them other then writing. The book has my name imprinted on the front cover. They should not have sent me and date book when I told them that I did not want it and then remove the money from my account.

Latoya of Chicago (11/7/02):
I received a daybook with my name engraved on it. I NEVER ordered this Item and was charged $46.93 for it. I am very upset about this, for this was my debit card with a Visa symbol, and that money was set aside for a bill.

Mary of Newport News VA (11/6/02):
I received a Walkman priced at $74.00. I didn't order this merchandise and returned it to AOL Shop Direct, advised them the I didn't order the merchandise and requested to be refunded total price of shipping and handling for sending and my returning the merchandise. My account was only credited $66.14 instead of $77. Just think how many of these recorders have been shipped and the compamy making a $11 profit. This is stealing!

Joanna of Bakersfield CA (7/17/02):
We looked at an item on AOL to get some information about a product, looked at the information, found out it wasn't what we could use. Closed it and the next thing was sent the item, billed for it and was told we had to have ordered it otherwise they would not have sent it.

WE DID NOT FILL OUT ANY FORMS OF ANY KIND, we were told we did. I have copied eight pages of complaints from other people that are in the same situation as we are in regards to this matter. I was informed that AOL Shop Direct is easy to use for AOL customers and so convenient that NO PRIOR AUTHORIZATION IS NEEDED TO PURCHASE ITEMS. I feel that this is an illegal practice.

Susan of Salem MA (7/20/02):
A charge of $49 was taken off of my credit card on 7/18/02 for an Internet Accelerator which I did not authorize. A telemarketer spoke with someone who uses my AOL account online but is no way authorized to charge anything to my account. I asked to have this cleared up and was told there is nothing they can do. I am not paying for a purchase I did not authorize.

Kevin of Lorain OH (7/8/02):
When I signed on to AOL a pop-up window came up so big that it coverd my whole screen. I could not find or see the (NO) button to click. So I moved my arrow to the bottom of the sceen where it normally says "no thank you" and clicked. Then it said thank you for your order. I then searched the internet for the shop on line phone number and e-mailed them.

They told me it was already done and there was nonething they could do. I told them I'am not paying for a printer I don't want. I contacted them three times (phone and e-mail) hoping if I got another person that it might stop the shippment. About two weeks later I had a box by my door - the printer. I closed my checking account becuase they were taking my monthly payment that way. They told me that they would take the payment of $64.40 for the printer out of my checking account and then give it back once they get the printer.

I called them again very mad by now and was told to mail it back. I told them I should not have to pay $12.00 to send a printer back that I told them not to send out. I also looked on the invoice of the shipment and it had the time the order went in and the time the printer was shipped there was a seven hour differance. So that told me that they had time to stop the order. I felt like I was being strong armed to take it and they were going in my pocket and I had no choice. So I wanted til I calmed down and I mailed the printer back. They have on record that they got the printer in April 2002.

June 27th 2002 NCO FINANCIAL SYSTEMS INC COLLECTORs sent me a collection notice. So now they are massing up my credit record. I contacted NCO, they looked up my account and it states AOL has the printer but still have me in collection for a $64.40 bill for the same printer.

Jaclyn of Wichita KS (7/7/02):
On July 3, 2002 my husband received a call from someone stating they were from AOL. They asked him if he was authorized to make purchases on the AOL account. He said he was. They proceeded to tell my husband about some interactive software he would be receiving from AOL, that it was only 39.99 plus shipping and handling. Thanked him for his order, stated that the order would be billed through our regular AOL billing method and hung up.

When I returned home from work, he told me about the call. I immediately called AOL to find out about the order, they stated that no order had been placed through them. I asked them if any other company was allowed to bill through them, they stated that Net Marketing and Shop Direct were allowed to do so. I called Net Marketing and they stated that no order had been placed through their company. I called Shop Direct and received the same response, no order had been placed through their company.

On July 5th I went to my bank and put a stop pay on anything from AOL Shop Direct and cancelled my Debit Card, which is my regular payment method for my AOL account. On July 7th I received a confirmation email stating that my order had been cancelled because my credit card had denied the purchase. I called Shop Direct several times trying to find this order and was told no order had been placed. I had online chats with 2 customer service reps and was told no order had been placed. Had I not cancelled my debit card, I would have received the merchandise and the payment would have gone through my account, causing my account to over-draft.

Sarah of Rancho Cordova, CA writes (2/27/02):
I got my credit card bill with a charge of $102.97 from aol shop direct with 3 other charges for $98.97. It all came out to $320.00 for a digital camera, it was sent to a different address with my name. I called AOL and said I didnt order that item, and to please take the charges off. They transferred me to different parts of the comapny. They all said they could do nothing.

My card was cut off as of the 21 of February cause I could not pay the amount, nor would I even If I could. I now have over the limit fees and past due fees, and my credit is messed up and I'm in debt.

Melania of Tracy CA (6/21/02):
I opened my AOL account and there was a button regarding a deal of the day for sheets. I clicked on it to see how much it was and what color. It asked what my address was and then it said "Thanks for your Order." I was shocked. I didn't want to order them. I was just looking. The next day I talked to AOL Direct on line and told them what happened. I told them I do not have the money to cover them taking out $79.00 I was told that there is nothing they can do about it.

I have 6 bounced check fees at $21.00 each for a total of $126.00 because we didn't have the funds. I called AOl Shop direct and they said to send them a copy of our bank statement and we did. We never heard from them. We called again and got tossed to every department that didn't care what the problem was. Then we were told that they will not refund any of our money for the bounced check fees. I am so upset that I can spit nails. No one cares and I am out money. I am not working either.

We had 6 checks bounce at $21.00 each for a total of $126.00 We were unable to go grocery shopping due to this and pay some bills. We are late on our PG&E and our phone bill. I have two little boys still in diapers and I had to borrow some because we were unable to buy them. Talk about embarrassing. My husband and I are so worried because AOL shop direct still has not refunded our money for the sheets we returned. I am so upset and I feel angry that AOL shop direct is getting away with this.

Cynthia of Rockville Centre NY (6/20/02):
I received some AOL Shop Direct books along with a packing list and paid billing receipt back in 4/02. I immediately called AOL and they said that it was sent to me by AOL Shop Direct and that I needed to call them. When I contacted AOL Direct they said that "Someone" hit the ACCEPT button on the pop up screen. I said WRONGGGG - NO WAY. They said fine return ALL the merchandise with the label that is included for returning it. I DID - that was in 4/02.

Then I received my bank statement in the beginning of May and I see that I was charged on 4-22-02 for $39.86 for AOL Shop Direct, I called them and was told a credit would appear within 60 days. It is now 6/20/02 and I stilll do not have a credit. So today I called AGAIN and was told by Rep # 2535 that I am not in their system under my name, my phone number or ANY of my screen names so they can't help me. I said wait just one minute, I am looking at my bank statement and you erroneously charged me $39.86 and now you're saying sorry. I asked for a supervisor, her name was Annette Rep ID #4974 and went through it all again and she found nothing! She then tells me to call AOL and give them my credit card number and then they can look up the billing to see what account it was charged to and then I would have to call her back and let her know so she can look it up to see what happened.

I then spend another 25 minutes on hold with AOLS billing dept 888-265-8003 before I finally talk to a rep that told me, sorry I have nothing to do with AOL Direct, call them. I tried to explain what my problem was and that they could not find me in their system and she curtly told me it wasn't her problem, she doesn't handle AOL Direct, they are a separate entity. I asked her well then, where did AOL Direct get my credit card information in order to bill me? I sure as hell didn't give it to them - and she hung up on me!

Brenda of Columbia SC (6/20/02):
I contacted the AOL Shop Direct billing office approximately 3 weeks ago to resolve issues and get a charge back on two purchases made fraudulantly using my credit card on May 5, 2002. I spoke with an investigator who was supposed to have gotten back with me in 5-7 days. To date have not got any feedback, the charges are still on my account and I have called and left messages with MISSY at 904-357-xxxx on numerous occasions at my own expense to resolve this issue. This is an urgent matter affecting my current and future employment. If this is not resolved immediately, I will be seeking compensatory damages for the impact on my career, my creditworthiness and my ability to have a increase in my future earnings.

The two-thousand-dollar charges have maxed out my credit card. When asked to perform a credit investigation no information nor charge back has been made. Now I am supposed to be accepting an offer with a large firm in Indiana and don't have available funds on the credit card to charge the ticket and pay for lodging for the four-day house-hunting trip.

Renee of Strongsville OH (6/18/02):
Every month AOL deducted out of my checking account for internet services. I have been using AOL as my internet provider, never had a problem until December 2001. I noticed that $139.50 was deducted from my checking account by AOL Shop Direct (I never ever used AOL Shop Direct and didn't know what was going on). I called AOL and explained that I never purchased anything through AOL Shop Direct. The lady on the phone said there was a computer purchased by a Ricky Rodriguez (who I don't know) in New York and the computer was delivered at a New York address and that I was responsible for the bill. The total cost was over $500.00.

I asked to speak with a supervisor. She transferred me to the Fraud Department. I waited a half hour to speak with someone. I explained the whole situation and the AOL Shop Direct person told me that someone from the Fraud Department would need to investigate this and get back to me in 48 hours. I never got a call back. I contacted our local police department and filed a report, also, I called Huntington Bank where I had my checking account and had to fill out an affidavit stating that I did not purchase or allow AOL Shop Direct to deduct out of my checking account for a computer.

I keep calling the AOL Fraud Department and finally after 2 months someone called me back stating that they would not refund my money that it was up to Huntington Bank. A couple of weeks went by and another $139.50 was deducted out of my checking account from AOL Direct. I called Huntington Bank again and reported that AOL deducted money out of my account again with no authorization. I contacted the AOL Fraud Department again and they gave me the runaround again and said a supervisor would call me back. I never got a call back.

Huntington Bank has refunded the money, but I had to fill out papers a third time because another deduction was taken out of my checking account by AOL Shop Direct. By that time, I had it. I cancelled my checking account with Huntington and cancelled the AOL internet service. Now I am being harassed by AOL Shop Direct to pay the remaining balance of the computer. I don't know where to turn.

LaNelle of Citrus Heights CA (6/11/02):
First books were sent to my house and charged to my account. I didn't authorise. The price was $69.99. Now again $69.99 was charged to my checking account on June 5th 2002> My checks are bouncing, I dont even know what Im paying for this time. I am the only working parent and we were ok before this started happening. I going to have to close my account and open a new one.

Luke of Aguilar CO (6.8.02):
I was in a chat room when I received an instant message from the AOL Shop. It stated that I was going to be billed for over one-thousand dollars in merchandise that I did not order. I have never even been to the store before! I went to the site and tried to cancel the order but it declined me and would not let me cancel.

I live on a verrrry tight budget and just had a baby girl. I am already in debt and there is no way i can pay for this! This is also causing alot of stress in my family because this is my brother's account. My brother and I are now fighting because he thinks I ordered all this stuff.

Michaela of Brandon FL (6/6/02):
Someone has used my account to charge $1249.98. I didn't purchase this item or items and request it to be removed from my account.

Robert of San Ramon CA (1/21/02):
In December 2001 I received a letter from AOL Shop Direct notifying me that an order had been placed for some computer equipment. I contacted AOL Shop direct, my local police department, and my credit card company. The police department took a report for identity theft and credit fraud. My credit card company credited my account.

AOL Shop Direct told me they would take care of this. But after contacting them well over ten times about this spending hours on the phone with them, being transfered from department to department, each one explaining how it is another departments job to handle this matter but ensuring me that everything is fine and that I should not worry about anything further.

Since then I have received 3 more charges from AOL about different items that were charged before I was able to report that card stolen. I just received a letter from a collection agency asking for the balance of charges for items I never ordered or received.

I have been very stressed out by this because I have just bought a home and have been building my credit for some time now and am very worried that I will have to start over. I have had to spend numerous hours speaking with police, my credit card company, and AOL shop direct. It's a real-life nightmare.

Lynn of Louisville KY (12/31/01):
I signed onto AOL this morning and on the "Welcome Screen" is a link to "deal of the day". It was a leather blazer. I only wanted to "LOOK" at the blazer, as I already have a leather blazer. After clicking on a button to look closer at the jacket it says "thank you for ordering". In very small letters it says "by clicking below your order will be charged on the credit card/bank account AOL has on file for you".

I DID NOT WANT TO ORDER IT. I called AOL Shopping and they told me to call Smart Bargains who actually sells the blazer. I called Smart Bargains and they told me to call AOL. Smart Bargains said "just refuse the blazer when it's delivered and we will credit your account when it is returned." I told them no, that I do NOT want it shipped to me and I do NOT want it charged on my credit card. I then called AOL back and told them how deceptive that ad is.

I have ordered lots of merchandise over the internet but have always been prompted to enter my credit card information before ordering. I only wanted to LOOK at this jacket, not purchase it. I then called American Express and they said that when I receive my bill from them with the charge on it to call them back and that they will "investigate" it and that the charge will be taken off of my credit card.

Terry of North Babylon NY (12/30/01):
I signed on to AOL to check my mail and I see "Member Deal get this one touch scanner in 4 easy payments." (I actually have a screenshot of the little ad). So, since my boyfriend was looking for a scanner, I pressed it. I wanted to find out what brand it was, how much it would have cost with shipping, etc. Just looking for information, as not only am I on unemployment, but it was December 26, the day after Christmas.

Anyway, so I pressed it and there was no info other than the fact that it was $25.99 a month for 4 months. No brand information, nothing, so I closed the window. Next day, I get an email saying that my scanner is on its way and my checking account (the one I use to pay my monthly AOL fee) was charged. I gave absolutely NO AUTHORIZATION for them to do so.

First I tried to get online interactive help and that got me nowhere. Then I called AOL Shop Direct. They told me that there was ABSOLUTELY NO WAY to cancel this order. I told them that was BS because SOMEONE has to go out and PICK this order and send it. The computer does not do that. Still, I got nowhere. I screamed. I threatened. Nothing did any good.

I actually got the UPS shipper number and all the tracking information and, as advised by UPS, put a big sign outside my door with the tracking number on it saying I refuse the package. AOL Shop Direct told me that if the package did not get back to them and undamaged, they would charge ME for it! Who ever heard of that? Why wouldn't they take insurance on it, they're certainly charging me enough money to ship it!

Edilma of Trenton NJ (11/5/01):
They send my name to a collection agency for a microphone I never signed for or recieved. I spoke to someone a while ago trying to find out how was it working and I explained to them then that I never received the microphone.

Wendy of Grand Junction CO writes (10/02/01):
I have had $35.69 taken out of my bank account. All the bank can tell me is it is from AOL Shop Direct. I have not purchased anything that I am aware of, nor have I received anything from AOL. This so-called purchase caused an overdraft fee of $20.00 toward my account and I want to know why and what it is for. I had to pay $20 for insufficent funds and $35.69 for some unknown purchase.

Barbara of Landing NJ (9/24/01):
I opened an email on 9/24/01 that said order confirmation from AOL shop direct, because I knew that I didn't order anything. When I opened the email it stated that I ordered a printer and a scanner on 9/23/01 and it had the order number. I called AOL shop direct assuming I would clear up the misunderstanding and they would just cancel the order and apologize but was I wrong.

I called and told them that I did not place any order and they said, well someone did from your screen name and we can not cancel the order it is in process. I asked how such a thing could happen and they said it was a pop-up on AOL and someone must have hit the buy button under your screen name. I asked how anyone could do this without my password to confirm the order and was told that it was for my convenience that this made the service faster.

He told me to return the item within 30 days and I would be refunded. Of course they are counting on the fact that people do not return these items. In the meantime they took $111.04 out of my account without my permission and will take three more payments of $77.49 out of my account for the next 3 months month. How do they get away with this?

Tina of Orlando writes:
On 7/17/00 a charge of $59.84 was taken out of my checking account. When I inquired about what the payment was for the person I spoke with at First Union said it was for AOL Shop Direct. I remembered that a few weeks ago a telemarketer called about a 30 day free trial on something. I called AOL Shop Direct about it because I forgot about it until the day I called the bank and found out about the charge to my account.

One reason I forgot is I never received the merchandise I was being charged for which is something for pictures on disk. When I called, the girl I spoke with said they would be happy to refund my money when I send the merchandise back. She said it was mailed out 7/14/00. I was upset that I was charged before I received the merchandise and that I didn't get my 30 day free trial. As of today 7/20/00 I still haven't received the merchandise.

The emotional damage was worrying that a check for a bill payment would clear before I could get to the bank to cover what AOL Shop Direct took out which messed up my account because as of today my account is now overdrawn and I don't even have a thing from AOL Shop Direct. If and when I do receive the package I will be returning it to sender. All I want is my checking account refunded which now I have an overdraft fee I have to pay!

I have cancelled my account with AOL. I want nothing to do with AOL after I receive my refund. I was upset that after I spoke to the AOL Shop Direct rep and told her about the situation she wantd to know if I would be interested in another special.

Morton of Grand Rapids MI (10/4/01):
I'm writing this letter on the behalf of a friend of mine, who shopped about a year ago on AOL, but since then she lost her phone and don't have internet access. Recently, without her knowledge her bank account was charged, which messed up her checking balance, and made checks to bounce, just like in your first sample letter (Tina of Orlando).

Nickole of Oak Hill FL (6/28/02):
Charged my account #38.05. I have never bought anything from AOL or given out my account information - ever. I am having to get a new account and cancel this one they have info. on.

Richard of Brooklyn NY (6/25/02):
A product was solicited by telephone as a free 30-day trial offer. This product was charged to my AOL ACCOUNT WITHOUT AUTHORIZATION. The product and packing slip arrived days after which did not state my account had been charged [PACKING SLIP-This is not an invoice]. I disputed this charge with my bank and an investigation has taken place. I have not even opened or tried this product, it is being sent back "ASAP". I want my account credited back for all charges including any BANK CHARGES such as "OVERDRAFT FEES".

I was charged overdraft fees by my bank. I also had to call AOL to request a pardon for my automatic monthly account debit because my account was in a negative(which took several calls about 15 to 20 minutes each). I also will need to contact my bank to request a BLOCK on my current debit card number and issue me a new one, which means having to contact other companies using my ORIGINAL CARD NUMBER for automatic monthly debit.

Katina of Williamsport PA (6/23/02):
I got a phone call on June 8th, 2002 from AOL Shop Direct with an offer for a digital camera. They said it was a free 30-day trial period and if I kept the camera then after the 30 days I would be charged installment payments. Well 2 days later my checking account was charged for the first installment and shipping and handling fees. I called their 800 number and explained that I didn't authorize that charge and in the process of them taking that money they caused my account to be overdrawn. It resulted in NSF charges of $30.

The girl on the phone said to fax a copy of the paper from my bank and I would receive all my money back. I got back the $51.41. But I'm still waiting for my $30 NSF money back. I called them and they said I'd be getting an email. I never got that so I contacted them online. This girl gave me another 800 number to call. I don't know what to do. I am a single mother of 2 with only a parttime income. I can't afford this. I cancelled my account with them and I will NEVER use them again.

I lost money that I feel like I'm never gonna get back. And I am angry that people feel like they can take advantage of us small people.

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