AOL

March 24, 2015Dear [redacted] :We have investigated the issues raised by [redacted] in your letter dated March 9, 2015, which was received in our office on March 12, 2015.Based on our review of [redacted] ’s complaint, she is requesting a refund for AOL charges billed to her aunt [redacted] .The letter is to inform you that a representative of our office has contacted [redacted] and resolved her issue to her satisfactionThe account in question has been cancelled effective immediatelyIn addition, a refund of $has been issued to the payment method on fileThe refund issued represents the last months of charges [redacted] has direct contact information should she require further assistanceWe apologize for any inconvenience [redacted] may have experienced regarding her issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept5771, POBox 65101, Sterling, VA 20165-Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J Lead Paralegal

November 17, 2014Dear [redacted] :We have investigated the issues raised by [redacted] in your letter dated October 26, 2014, which was received in our office on October 30, 2014.Based on our review of [redacted] ***’s complaint, he states that he has been unable to disable AOL member only pop ups.This letter is to inform you that a representative of our office has contacted [redacted] and resolved his issue to his satisfactionAn email has been sent to [redacted] with instructions on how to disable AOL member only pop upsIn addition, [redacted] has direct contact information should he require further assistanceWe apologize for any inconvenience [redacted] may have experienced regarding his issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept5771, POBox ***, Sterling, VA [redacted] Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J Lead Paralegal

A corporate technician has contacted Ms [redacted] and addressed her concernsShe has direct contact information should she require further assistance

Please see attached.ThanksKarenWe have investigated the issues raised by [redacted] in your letter dated March 31, 2015, which was received in our office on April 2, Based on our review of [redacted] ***’s complaint; he states he contacted what he thought to be AOL to cancel his membership and was informed he would incur a $chargeOur history records indicate no contact to AOL on the date in questionFurthermore, AOL does not charge $to cancel an accountThere are third party vendors who advertise that they can resolve AOL related issues, however they have no relationship with AOL or AOL productsWe apologize for any inconvenience [redacted] may have experiencedThis letter is to inform you that a representative of our office has contacted [redacted] *** and resolved his issue to his satisfactionThe AOL account in question has been converted to a free account and will not incur any additional monthly membership feesIn addition; a refund of $has been issued to the payment method on fileThe refund issued represents days of charges [redacted] has direct contact information should he require further assistanceIf you need further assistance with this matter, please do not hesitate to contact me at [redacted] Please include the AOL account number on all inquiries regarding this matterSincerely, Tara MJ*** Lead Paralegal [redacted] *** [redacted] *** [redacted] [redacted] *** [redacted] [redacted]

October 29, 2014Dear [redacted] :We have investigated the issues raised by [redacted] in your letter dated October 8, 2014, which was received in our office on October 16, We attempted to reach [redacted] on three occasions to discuss his complaintUnfortunately we were unable to reach him.Based on our review of [redacted] ’s complaint, he states he has yet to receive a refund check of $113.97.We regret any misunderstandingOur records indicate a paper check in the amount of $was requested on August 6, The paper check process can take to weeks to processOur records indicate the check was cashed by the consumer on October 16, We apologize for any inconvenience [redacted] may have experienced regarding his issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept5771, POBox 65101, Sterling, VA 20165-Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara JLead Paralegal

December 11, 2014Dear [redacted] :We have investigated the issues raised by [redacted] in your letter dated November 10, 2014, which was received in our office on November 14, 2014.Based on our review of [redacted] ’s complaint, she states she is receiving collection notices related to an account she previously cancelled.This letter is to inform you that a representative of our office has contacted [redacted] and resolved her issue to her satisfactionThe outstanding balance of $has been removed to reflect a zero balanceIn addition; a goodwill refund of $has been issued to the method of paymentThe account was converted to free on November 11, and will not incur any additional monthly membership fees [redacted] has direct contact information should she require further assistanceWe apologize for any inconvenience [redacted] may have experienced regarding her issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept5771, POBox 65101, Sterling, VA 20165-Please include the AOL account number on all inquiries regarding this matter.Sincerely,Kathi TAgency Complaints

September 11, 2014Dear [redacted] :We have investigated the issues raised by [redacted] in your letter dated September 9, 2014, which was received in our office on the same day.Based on our review of [redacted] ’s complaint, he states he registered for a one month free trial and states he did not receive his free month.We regret any misunderstandingOur records indicate the [redacted] account was opened on February 18, with a promotion of month free with a month commitmentBelow is a summary of [redacted] ’s account history with ***:• Month from 2/18/- 3/17/No billing occurred• Month from 3/18/- 4/17/successfully charged $20.00• Month from 4/18/- 5/17/successfully charged $20.00• Month from 5/18/- 6/17/successfully charged $[redacted] did not incur a charge for the first monthAs a goodwill gesture a refund of $was issued to the payment method on file on September 11, We apologize for any inconvenience [redacted] may have experienced regarding his issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept5771, POBox 65101, Sterling, VA 20165-Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara JLead Paralegal

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me AOL did call and was very polite to resolve the issueAll collection attempts have stopped, via, phone calls, and lettersI appreciate the support and help through Revdex.com and quick response from AOL after Revdex.com was reached Regards, [redacted] ***

We have investigated the issues raised by Ms [redacted] your letter dated January 10, 2015, which was received in our office on January 12, Based on our review of Ms***’ complaint, she states she continued to incur monthly charges for AOL after a cancellation request was madeThe letter is to inform you that a representative of our office has contacted Ms [redacted] and resolved her issue to her satisfactionThe account in question has been cancelledIn addition; a refund of $has been issued to the method of payment on fileMs [redacted] has direct contact information should she require further assistanceWe apologize for any inconvenience she may have experienced regarding her issueIf you need further assistance with this matter, please do not hesitate to contact me at [redacted] , VA 20165-Please include the AOL account number on all inquiries regarding this matterSincerely, Tara MJ*** Lead Paralegal TMJ: KCF

November 11, 2014Dear [redacted] :We have investigated the issues raised by [redacted] in your letter dated October 25, 2014, which was received in our office on October 30, 2014.Based on our review of [redacted] ’s complaint, she states she has not received coin credits for purchases made on AOL Games.This letter is to inform you that a representative of our office has contacted [redacted] and we are working to resolve her issueOn November 7, a refund of $was issued to the payment method on filePlease allow to days for processingIn addition, we in the process of reviewing additional information received from [redacted] and will contact her directly with the findings [redacted] has direct contact information should she have any additional questions or concernsWe apologize for any inconvenience [redacted] may have experienced regarding her issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept5771, POBox 65101, Sterling, VA 20165-Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J.Lead Paralegal

February 5, 2015Dear [redacted] :We have investigated the issues raised by [redacted] in your letter dated January 29, 2015, which was received in our office on February 3, 2015.Based on our review of ** [redacted] ’s complaint, he is requesting cancellation and refund of AOL’s System Mechanic.This letter is to inform you that a representative from our office has contacted [redacted] and resolved his issue to his satisfactionThe System Mechanic service has been cancelled and a refund of $has been issued to the payment method on fileIn addition; [redacted] has direct contact information should he require further assistanceWe apologize for any inconvenience [redacted] may have experienced regarding his issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept5771, POBox 65101, Sterling, VA 20165-Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara JLead Paralegal

[redacted] We have investigated the issues raised by [redacted] in your letter dated March 31, 2015, which was received in our office on April 1, We attempted to reach [redacted] on three occasions to discuss his complaintUnfortunately we were unable to reachhim.Based on our review of [redacted] 's complaint; he states he cancelled his AOL account in September 2013, yet continued to incur monthly chargesHe is requesting a refund.The account with the screen name “ [redacted] ” was cancelled on September 27, 2013, per [redacted] 's requestDuring our research of his complaint, six additionalaccounts were locatedDetails of the accounts are listed below:1.Screen name " [redacted] " created in 2011, no cancel request receivedA refund of $has been issued representing days.Screen name “ [redacted] ” created in 2011, no cancel request receivedA refund of $has been issued representing days.Screen name “ [redacted] " created in The outstanding balance of $has been removed and collection efforts stopped.Screen name “ [redacted] " created in The outstanding balance of $has been removed and collection efforts stopped.Screen name “ [redacted] " created in 2011, free account currently activeThe outstanding balance of $has been removed and collection efforts stoppedScreen name “ [redacted] " created in 2011; free account currently active.AOL Inc[redacted] www.aol.com We regret any misunderstandingIn the process of registering an account, prospective members are given full disclosure regarding the fact they will continue to be charged for the service unless they cancel the accountMembers must agree to these terms at the time an account is established or registration of the account is discontinuedBy entering his billing information and completing the registration process, [redacted] fully authorized AOL to bill the payment method on file for any charges incurred on the account including, but not limited to, regular monthly membership feesMembers are further given complete instructions regarding the necessary procedures for cancellationThese procedures are also available to members online at all times by going to Keyword: Billing or Keyword: Cancel.History records indicate no attempt to cancel the additional accountsRefunds totaling $have been issued to the payment method on fileOutstanding balances totaling $have been removed and collection efforts stoppedDuring registration of the service, members are advised that they should let AOL know of any billing discrepancies within days after they first appear on the bank statementThese guidelines correspond with the guidelines set forth by financial institutionsWe apologize for any inconvenience; however, no further compensation is warranted.If you need further assistance with this matter, please do not hesitate to contact me at [redacted] Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara MJ [redacted] Lead Paralegal

February 11, 2015Dear [redacted] :We have investigated the issues raised by [redacted] your letter dated January 26, 2015, which was received in our office on January 28, 2014.Based on our review of [redacted] ’s complaint, she states when she sends email through her AOL account the return sender displays a name other than hers.The letter is to inform you that a representative of our office has contacted [redacted] and resolved her issue to her satisfaction [redacted] has direct contact information should she require further assistanceWe apologize for any inconvenience [redacted] may have experienced regarding her issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept***, POBox ***, Sterling, VA [redacted] Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J Lead Paralegal

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The representative I initially spoke with was simply doing his job and following AOL management policyAOL deactivated my account and then required a credit card number so that they could charge me a $to reactivate my accountI was then automatically enrolled in the pay per month planI don't blame the representativeHe was just doing his job I blame whoever initiated the extortion planThe second representative I spoke with apologized and cancelled my account when I askedShe was very pleasantI know people need jobs, but they need to really look at what they are being told to doAOL management needs to take responsibility for their policies instead of just blaming it on poor customer service Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:From: < [redacted] @aol.com>Date: Wed, Apr 29, at 8:PMSubject: Re: Revdex.com Complaint ID [redacted] I REJECT AND DO NOT AGREE WITH AOLTo: karen.f [redacted] @teamaol.comCc: [redacted] @myRevdex.com.org, [redacted] @aol.comKaren, I filed a complaint with the Revdex.com on March 9, 2015, it took you one month to respond to said complaintYour Tech Greg G [redacted] called me on April finally, I told him the problems and told him also that I was getting messages about an update to your services, but he did not do anything about thatHe patched a few things up but not all of themSoon after I got off the phone with Greg I started getting messages from your software, your program, all of your hardware or whatever, telling me that THE CERTIFICATE ON YOUR NEWS PROGRAMS AND SITES THAT STATED YOUR CERTIFICATE HAD BEEN REVOKED AND YOUR WEBSITE WAS NOT TO BE TRUSTEDI emailed Greg immediately and told him I was getting this message, and whether I worded it right or not he told me to download, Chrome, Firefox and some other's I asked him was he crazy I am not downloading anything you need to fix itI told him I knew it was the end of the day that he could call me the next day and fix the problemI heard not one more thing until you called me on Monday, April 27, at 1:PM, you said you had no idea the problem had not been fixed, that you could probably get a tech to work on it that day, I told you I had an appointment and would be leaving in thirty minutes, and Tuesday I had an appointment with an Orthopaedic surgeon and would be gone just about all dayI advised you that Wednesday, and or Thursday would be good, you said, well you have my number call meWednesday, April 29, at 9:AM, I called you and left a voicemail advising that I was at home and a tech could call me and we could get this matter resolved, I also asked you to call me one way or the other out of courtesy to me to let me know yes or no they would callAs of 7:PM April 29, not one phone call from you or your tech'sAOL has always been this way, they want to call when it suits them not when it is convenient for the customer, kind of the wrong way around don't you think Karen? Very arrogant of AOL to do things this waySo here is what is going to happen, tomorrow Thursday 30, I am going to take care of some business and I am not going to sit here all day motionless just because your company thinks it owns the world, and the customer does not have the right to do anythingI am however going to send a copy of this to the Revdex.comI DO NOT ACCEPT ANYTHING YOU SAY, I have waited fifty two days for this issue or these issues to be fixed and instead, they are worse, with the software still crashing.There is also another message that says; HTTP SERVICE IS UNAVAILABLEAs many things as I fill out on this computer and replies to companies and the Revdex.com I cannot use their response form now for some reason I cannot use it just like I cannot order from Walmart anymore which I have been doing for a long timeSincerely, [redacted] W [redacted] ###-###-####copy sent to Revdex.comRevdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC) K StNW, 10th Floor Washington, DC 20005-Phone: ###-###-#### Fax: ###-###-#### Email: [email protected] Web: www.myRevdex.com.org =Regards, [redacted] W [redacted]

October 26, 2014Dear [redacted] We have investigated the issues raised by [redacted] in your follow up letter dated September 30, 2014, which was received in our office on October 3, 2014.Based on our review of [redacted] ’s follow up letter, he states his account was not cancelled/deleted per his initial request.We regret any misunderstandingAs stated in our previous response, the account in question has been terminatedThe screen name will continue to exist in our system, however the account will have no information relating it to [redacted] We apologize for any inconvenience [redacted] may have experienced regarding his issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept5771, POBox 65101, Sterling, VA 20165-Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara JLead Paralegal

From: Karen F [redacted] < [redacted] @teamaol.com>Date: Mon, Apr 27, at 2:PMSubject: Re: [redacted] ***To: [redacted] < [redacted] @myRevdex.com.org>I reached out to [redacted] today, and will have a corporate technician call her todayShe has my direct contact information.ThanksKaren

May 26, 2015Dear [redacted] :We have investigated the issues raised by [redacted] in your letter dated May 4, 2015, which was received in our office on May 8, 2015.Based on our review of [redacted] ***’s complaint; she is requesting retrieval of her AOL emails.AOL membership is governed by our Terms of Service (TOS)The TOS states the following about use of the AOL services:Your username and account may be terminated if you do not sign on a Service with your username at least once every daysIf you are registered for fee-based or term-specific Services, we will not terminate your username or account unless they are subject to being terminated for some other reasonIn addition, an individual Service may require you to sign in and use the Service periodically to remain active on that ServiceIf you fail to remain active on a specific Service, we may deactivate your access and use of that Service.After we terminate or deactivate your account for inactivity, we have no obligation to retain, store, or provide you with any data, information, email, or other content that you uploaded, stored, transferred, sent, mailed, received, forwarded, posted or otherwise provide to us (collectively “posted” or “post”) on the Services and may allow another user to register and use the usernameWe also have no obligation to remove any public data, content, or other information that you posted on a Service or reactivate your account.We attempted to contact [redacted] on three occasions to discuss her complaint; unfortunately we were unable to reach herBecause more than ninety (90) days had passed since [redacted] last accessed her account, AOL is no longer able to retrieve the emails.If you need further assistance with this matter, please do not hesitate to contact me at Dept5771, POBox 65101, Sterling, VA 20165-Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara JLead Paralegal

October 6, 2014Dear [redacted] :We have investigated the issues raised by [redacted] in your letter dated September 11, 2014, which was received in our office on September 29, 2014.Based on our review of [redacted] ’s complaint, she is requesting a refund for all charges incurred since AOL began offering a free service.Effective August 2, 2006, AOL began offering lower price plan and free account options to members who purchase Internet access from other Internet Service ProvidersAOL issued press releases announcing this shift in strategy, which garnered extensive news coverageAOL also undertook a broadcast notice program to its entire member base via lpop-up, web page, and e-mail, including e-mails to the Master Screen name of every AOL active account directing members to AOL Keyword: [redacted] to learn more about and take advantage of these optionsExamples of these e-mails and pop-ups are includedIn response to this notice program, more than million members have converted their paid price plans to AOL’s free account option.After comparing features available on our various plans, some of our members have also selected another price plan that better suited their needsFor example, fewer features are offered for an AOL Basic or Free AOL Service account than for a Standard Unlimited AOL accountBelow is a comparison:AOL Basic or Free Member Account Standard Unlimited Member Account• Email account (either an AOL.com screen name or a customized AOL® My eAddress)• The Buddy List® feature• Address Book• AOL software• Comprehensive safety and security protection• Parental Controls• Access to millions of online videos• AOL® Radio with XM Satellite Radio channels• Email account (either an AOL.com screen name or a customized AOL® My eAddress) with unlimited e-mail storage• The Buddy List® feature• Address Book• AOL software• Comprehensive safety and security protection• Parental Controls• Access to millions of online videos• AOL® Radio with XM Satellite Radio channels• Reliable and affordable AOL dioptions as well as broadband options from major providers• Access to our 24/live customer service support (by phone, chat or email)• 50GB of online storage to back up your hard driveor store over 12,songs• Privacy Wall firewall with up to $10,of identity-theft insurance coverage• Premium Computer Checkup with up to $1,of PC insurance coverageIn order to register an AOL account, consumers must agree to AOL’s Terms of Service (TOS), which require – consistent with financial institution rules – notice of any billing discrepancies within days after the discrepancy first appears on their account statementAOL bills accounts based on their active status, the pricing plan selected by the member, and the billing information providedSince there was no notice of any billing discrepancy, price plan change, cancellation, or free account conversion request until September 10, 2014, [redacted] ’s paid Internet Service account remained active and thus continued to incur monthly membership fees.During registration of the service, members are advised that they should let AOL know of any billing discrepancies within days after they first appear on the bank statementThese guidelines correspond with the guidelines set forth by financial institutionsThus, a credit was issued in the amount of $was issued to the payment method on filePlease allow to days for processingThis is the maximum credit that will be issuedWe apologize for any inconvenience; however, no further compensation is warranted.This issue is addressed in complete detail in AOL’s Member Agreement, which every member is required to review prior to gaining access to the service, even on a trial basisOur members may review this information online at Keyword: TOSWe encourage our members to review these terms often to minimize misunderstandings of this nature and to enhance their enjoyment of our service.If you need further assistance with this matter, please do not hesitate to contact me at Dept5771, POBox 65101, Sterling, VA 20165-Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J Lead Paralegal

Dear [redacted] We have investigated the issues raised by [redacted] in your letter dated April 11, 2015, which was received in our office on April 14,Based on our review of [redacted] 's complaint; she states she is receiving collection notices from AOL and has not been able to cancel the serviceThis letter is to inform you that a representative of our office has contacted [redacted] and resolved her issue to her satisfactionThe AOL accounts in question have been cancelled per [redacted] 's requestThe outstanding balance has been removed and collection efforts have been stoppedIn addition; a refund of $was issued to the payment method on file [redacted] has direct contact information should she require further assistanceWe apologize for any inconvenience [redacted] may have experienced regarding her issueIf you need further assistance with this matter, please do not hesitate to contact me at [redacted] Please include the AOL account number on all inquiries regarding this matterSincerely,Tara MJ***Lead Paralegal