AOL

Review: Have not been getting email for days and Aol is aware of the numerous issues with its email. This has put a strain on daily activity not receiving mail that is forwarded to me or sent to me. This week I may have received 6 emails and the spam folder is completely empty and I have not removed any mail. This would include old mail as well.Desired Settlement: Fix the problem. this is very disruptive.

Business

Response:

December 1, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated November 14, 2014, which was received in our office on November 19, 2014.Based on our review of [redacted]’s complaint, she states she is not receiving emails on AOL.This 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 assistance. We apologize for any inconvenience she may have experienced regarding her issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara

JLead

Paralegal

Review: On October 22, 2014, on or about 12:00 P.M. in Pacific Daylight Time, my credit union, [redacted] Credit Union, informed me of several fraudulent withdrawals from my checkings account conducted by AOL. These unauthorized withdrawals occurred for over 7 months, accumulating to $34.93. A vague description of what may be the service is listed as "ComputerCheckUp", but I have no information or belief regarding this alleged service, and based on such lack of information or belief deny receiving this service.

A representative from [redacted] Credit Union advised me to contact AOL to resolve these fraudulent withdrawals. I called the contact number (###-###-####) from my transaction description, which directed me to an AOL representative. After several redirects of the phone call, I eventually received a fax number (###-###-####) for the resolution of my complaint. On October 23, 2014, on or about 12:30 P.M. in Pacific Daylight Time, I attempted to fax my complaint with a withdrawal history enclosed from the University of [redacted]) Student Union Information Desk. This fax attempt failed because the fax number given to me by the AOL representative was no longer in service. An error transmission report was printed to detail this failed fax attempt.Desired Settlement: In addition to a refund, I would like a signed apology letter which details how I was wronged by AOL and any actions AOL may take to prevent these incidents in the future.

Business

Response:

November 10, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated October 23, 2014, which was received in our office on October 30, 2014.Based on our review of [redacted]’s complaint, he states he is receiving unauthorized charges from AOL Computer Check Up.This letter is to inform you that a representative of our office has contact [redacted] and resolved his issue to his satisfaction. The AOL Computer Check Up has been cancelled. In addition; a refund of $34.93 was issued to the payment method on file. 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 Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J.Lead Paralegal

Review: Aol account # [redacted] In march, trying to cancel aol due extremely poor services. They extended 2 months. In May I tried to cancel again. They offered another two months free. but immediately cannot log-in. and I saw a charge 0f 16$ on the screen. Later I called aol and they did not allow telephone contact and said my account is not allow to talk to representative. Now they send me a final notice that "since May:$71.80". From the final notice, I got a call-able phone number. They said account was not closed properly. I said " You locked me out; you closed it properly. They said they can reduce the amount but cannot cancel the bill to zero. My reply is that I will call Revdex.com because you logged me out since May, I did not receive any service. So, I don't owe you a dime. sincerely Thank youDesired Settlement: zero bill

Business

Response:

December 12, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated December 1, 2014, which was received in our office on the same day.Based on our review of [redacted]’s complaint, he states he is receiving collection notices related to an account he previously attempted to cancel.This letter is to inform you that a representative of our office has contacted [redacted] and resolved his issue to his satisfaction. The account in question has been cancelled per his request. In addition; the outstanding balance of $71.80 has been removed to reflect a zero balance. Please allow 7 to 10 days to have [redacted]’s information removed from our system. [redacted] has direct contact information should he require further assistance. 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 Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Kathi TAgency Complaints

Review: In the second week of August, I agreed to participate in a 30 day trial computer cleansing service that AOL advertised would speed up my computer. It stated that if I cancelled within 30 days, I would not be billed for this service. I tried the service and it did nothing for my computer, so on August 20, I sent them an E-mail asking that they cancell this service. Much to my surprise, my credit card was charged $4.99 on October 16 and then again on November 16 for $4.99. I received an E-mail from Jared P[redacted] on November 8th stating he had forwarded my complaint on to the appropiate person to deal with it, but never heard back from anyone.

I think this is a very deceptive practice for AOL to state a policy and then do the opposite. I would appreciate it if you would contact AOL and hold them to what they stated in the trial offer and obtain a credit for to two billings for $4.99 each. Thank You, [redacted]Desired Settlement: Obtain refunds of my incorrect billings and record this complaint in your files so that other customers can see AOL's misleading business practice.

Business

Response:

December 1, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated November 20, 2014, which was received in our office on November 21, 2014.Based on our review of [redacted]’s complaint, he states he incurred charges for AOL’s System Mechanic after he requested cancellation.This letter is to inform you that a representative of our office has contacted [redacted] and resolved his issue to his satisfaction. The premium service System Mechanic has been cancelled. In addition; a refund of $14.97 has been issued to the payment method on file. The refund represents all charges incurred. [redacted] has direct contact information should he require further assistance. We apologize for any inconvenience he may have experienced regarding his issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara

JLead

Paralegal

Review: My Complaint with AOL is with my IChat account. I had created my account with AOL when I was in college in 1998. So we are in 2014 and I somehow dont recall my security question from my 19 year old self to access my account. So I called customer service and they told me the only way to change the verification questions is by resetting my password. "Great" I told them and they proceeded to walk me through that (My account specialist name is Jason) So he directed me to go to validate.aol.com and follow the promps and give him the verification code. So I gave him the verification from my computer, they said no it is not working. Then he proceed to tell me to try it on my phone, which I did and provided him the verification code from my phone. Jason then told me that is did not work. I then asked him how are these numbers are not right they are visible on both screens. He said because the IP address that the account was set up on is not providing them with the right verification code. Now lets assess this, granted I don't know my security answer I mean who would from two years ago. Two the verification codes are not working because I have to retrieve the computer I set up my account on in college in the year on 1998 to change my password. That is ludicrous on all levels!!!Desired Settlement: I would like my password reset by AOL so I can update my account with current questions... Username: [redacted]

Business

Response:

November 25, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated November 11, 2014, which was received in our office on November 12, 2014.Based on our review of [redacted]’s complaint, she states she was unable to reset her password online or via customer service.This letter is to inform you that a representative of our office has contacted [redacted] and resolved her issue to her satisfaction. The account has been verified and the password reset. [redacted] has direct contact information should she require further assistance. We 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. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J Lead Paralegal

Review: I signed up for [redacted] by AOL when there was a promotion of first month free ($20) yet never received the credit to my credit card, so I still got charged for the first month. Tried to contact them but no one answers the phone or email.Desired Settlement: Refund of first month's charge to my credit card.

Business

Response:

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 misunderstanding. Our records indicate the [redacted] account was opened on February 18, 2014 with a promotion of 1 month free with a 2 month commitment. Below is a summary of [redacted]’s account history with [redacted]:• Month 1 from 2/18/2014 - 3/17/2014 No billing occurred• Month 2 from 3/18/2014 - 4/17/2014 successfully charged $20.00• Month 3 from 4/18/2014 - 5/17/2014 successfully charged $20.00• Month 4 from 5/18/2014 - 6/17/2014 successfully charged $20.00[redacted] did not incur a charge for the first month. As a goodwill gesture a refund of $20.00 was issued to the payment method on file on September 11, 2014. 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 Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara JLead Paralegal

Review: I HAVE PURCHESED MULTIPLE TIMES ON AOLGAMES.COM TO PLAY THE GAMES I HAVE PAID 50 ON 10/24/2014 AND ANOTHER ION 10/25/2014 AND THAT DOES NOT COUNT THE PREVIOUS TIMES BEFORE, I HAVE PURCHSED TO PLAY THE GAMES AND HAVE NOT GOT MY COINS.. I WAS TOLD TODAY TO CALL [redacted] AT ###-###-#### AND WHEN I DID IT IS JUST A RECORDING AND TELLS YOU TO GO TO HELP.**.COM. WHEN I DID I WAS CHATTING WITH SOMEONE AND HE TOLD HE HE COULD NOT HELP ME AND DICONNECTED ME ..I WANT MY MONEY BACK..I HAVE BEEN WITH AOL FOR 13 YEARS AND NO ONE WANTS TO HELP ME WITH THIS..I WANT 200.00 FOR THE PAST THAT I HAVE PURCHSED AND FOR THE LAST TWO DAYS..Desired Settlement: I WANT MY MONEY BACK

Business

Response:

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 issue. On November 7, 2014 a refund of $100.00 was issued to the payment method on file. Please allow 3 to 5 days for processing. In 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 concerns. We 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. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J.Lead Paralegal

Review: On April 22nd, I called to cancel my subscription to AOL [redacted] service since the joining promotion of one free month was not applied to my account. However, I was offered by the customer representative to continue the service and receive one free month. I agreed to the offer and continued the service, yet still got charged for the next month's bill, which was supposed to be free based on what was offered. I tried to contact the company but no one ever picked up and the company discontinued the service altogether in June so I still have not got my problem resolved.Desired Settlement: I would like to receive a credit card credit for the two free months I was supposed to get by joining the service (first month and again when I called to cancel the subscription but was given another offer), which totaled $40 ($20/month).

Business

Response:

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 misunderstanding. Our records indicate the [redacted] account was opened on February 18, 2014 with a promotion of 1 month free with a 2 month commitment. Below is a summary of [redacted]’s account history with [redacted]:• Month 1 from 2/18/2014 - 3/17/2014 No billing occurred• Month 2 from 3/18/2014 - 4/17/2014 successfully charged $20.00• Month 3 from 4/18/2014 - 5/17/2014 successfully charged $20.00• Month 4 from 5/18/2014 - 6/17/2014 successfully charged $20.00[redacted] did not incur a charge for the first month. As a goodwill gesture a refund of $20.00 was issued to the payment method on file on September 11, 2014. 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 Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J. Lead Paralegal

Review: To Whom It May Concern:

I am writing to you today in regards of a crime that was committed against my family and hope that some justice can be served.

For two years we have been trying to cancel two accounts with AOL. Since November 2011 we have called numerous times to cancel two accounts that my brother and I stopped using way before November 2011.

Stupidly, we received free disc for Internet services in the mail. We thought we would see how good of a company AOL could be, but we soon realized the Internet service was as poor as their customer service.

AOL has charged my brother’s account $40.09 since we first cancelled the account in November 2011. The total that we were robbed was $1363.06. On my brother’s past bank statements, it had his name at first, than my name, and then they just resorted to putting the last name without any first name. We have the proof in his bank statements.

The customer service department is horrible. I was tossed around like a yo-yo. I asked to speak to management several times. I was transferred to dead air. I asked the question “Are our accounts cancelled?”, no direct answer. Only um, huh, and let me transfer you excuses.

There is no direct number to reach a particular agent. You have to call the 800 number and sometimes that does not work. On one call I made this year, they had the gall to ask for my brother’s checking account information but yet could not pull the account up by his name - made no sense whatsoever. Apparently the only way to pull up accounts is by the email address.

Recently on August 25 and 26, my family and I called several times to make sure these accounts were cancelled. I asked to speak to a manager. Robert came on the line. In three seconds flat he transferred me to dead air. Then when I called back I was tossed to cancellations to billing and back to cancellations. My mother called once and they almost made her pass out. She was so upset that it took her forever to calm down. If they were to harm my mother’s health, that would have been another story all together. I know that I have spoken to every single person in the call center.

We are not rich people who can afford to lose $1363.06. Please help us. The calls I know they have recorded.Desired Settlement: To have my brother reimbursed for all the money that they took from him from the transactions that were unauthorized, and an apology to my mother for treating her disrepectfully.

Business

Response:

November 7, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated October 7, 2014, which was received in our office on October 13, 2014. We attempted to reach [redacted] on three occasions to discuss her complaint. Unfortunately we were unable to reach her.Based on our review of [redacted]’s complaint, she states she continues to incur monthly charges for AOL despite attempting to cancel numerous times. She is requesting a refund and an apology from AOL.We regret any misunderstanding. Our records show that [redacted] created two accounts with AOL. On April 16, 2006, [redacted] used her checking account to register an account using the screen name “[redacted].” Since there was no indication of a cancellation request, the account remained active and thus incurred monthly membership fees. Per [redacted]’s request, this account was converted to free on August 27, 2014, and will not incur any additional monthly membership fees.During registration of the service, members are advised that they should let AOL know of any billing discrepancies within 90 days after they first appear on the bank statement. These guidelines correspond with the guidelines set forth by all financial institutions. In accordance with these terms, we will issue [redacted] a refund of $122.97 directly to the payment method on fileOn December 23, 2006, [redacted] used her checking account to create a second account using the screen name “[redacted]” for a free trial of AOL. This account was converted to a free account on February 2, 2008, due to non-payment. An additional contact was made to AOL on July 22, 2014 and a request of complete cancellation was made.We apologize for the service and treatment [redacted] states she received. We assure you, this is not characteristic of the service we strive to provide our members. AOL continuously reiterates to our representatives the need to treat members with respect in all instances. We apologize for any misunderstanding and inconvenience this may have caused. [redacted]’s valuable feedback will help us reach our goal of providing world- class customer service.If you need further assistance with this matter, please do not hesitate to contact me at Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J.Lead Paralegal