AOL

December 11, 2014Dear [redacted] We have investigated the issues raised by [redacted] in your letter dated December 2, 2014, which was received in our office on December 8, 2014.Based on our review of [redacted] ’s complaint, she states she previously converted her account to free, yet continues to incur monthly charges and is now receiving collection calls from AOL.This letter is to inform you that a representative of our office has contacted [redacted] and resolve her issue to her satisfactionThe account has been cancelled per [redacted] ’s requestThe outstanding balance has been removed and collection efforts have been stoppedPlease allow to days to have her information removed from our databaseIn 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 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

We have investigated the issues raised by Ms [redacted] in your letter dated March 19, 2015, which was received in our office on March 20, Based on our review of Ms [redacted] ’s complaint, she is experiencing technical difficulty with [redacted] and has been unable to receive assistanceA representative of our office has contacted Ms [redacted] ; she stated her issue was previously resolvedShe stated she would like an [redacted] technician to contact herWe have arranged for a corporate technician to reach out to Ms [redacted] to address any additional concerns she may haveAs a goodwill gesture, [redacted] has waived monthly membership feesThe next billing date will occur on August 5, Ms [redacted] has direct contact information should she require further assistanceWe apologize for any inconvenience Ms [redacted] may have experienced regarding her issueIf you need further assistance with this matter, please do not hesitate to contact me at [redacted] ***, Sterling, VA 20165-Please include the [redacted] account number on all inquiries regarding this matterSincerely, Tara MJ*** Lead Paralegal

January 6, 2015Dear [redacted] :We have investigated the issues raised by [redacted] in your letter dated December 17, 2014, which was received in our office on December 22, 2014.Based on our review of [redacted] ’s complaint, he states he is receiving collection notices related to a free trial account he previously cancelled.This letter is to inform you that a representative of our office has contacted [redacted] and resolved his issue to his satisfactionThe outstanding balance of $has been removed to reflect a zero balanceCollection efforts have been stoppedPlease allow to days to have [redacted] ’s information removed from our systemWe 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***, POBox ***, Sterling, VA [redacted] 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 29, 2014, which was received in our office on November 30, 2014.Based on our review of [redacted] ***’s complaint, she states she is unable to change her password with AOL.This letter is to inform you that no phone number was provided in [redacted] ***’s complaint therefore we were unable to reach herIn addition, a representative of our office emailed [redacted] to the email address provided in the complaint, asking for a phone number where we could contact her, and a direct dial number was provided to [redacted] for assistanceWe regret any inconvenience, however due to verification guidelines; we would need to speak to [redacted] to process her request of changing her passwordWe request that [redacted] contact Karen F [redacted] at ###-###-#### to resolve 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 JLead Paralegal

December 1, 2014Dear [redacted] :We have investigated the issues raised by [redacted] in your letter dated November 21, 2014, which was received in our office on the same day.Based on our review of [redacted] ’ complaint, he experienced a technical issue with his email, and was unable to receive assistance from AOL.This letter is to inform you that a representative of our office has contacted [redacted] , and he stated his issue was previously resolvedAs a goodwill gesture, two free months have been issued, the next billing date will occur on February 6, [redacted] has direct contact information should he require additional assistanceWe thank [redacted] for his valuable feedback and 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 Dept5771, POBox 65101, Sterling, VA 20165-Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara JLead Paralegal

March 24, 2015Dear [redacted] :We have investigated the issues raised by [redacted] in your letter dated March 4, 2015, which was received in our office on March 12, 2015.Based on our review of [redacted] ***’ complaint, she states she is receiving collection notices related to an account she previously... converted to free.The letter is to inform you that a representative of our office has contacted [redacted] and resolved her issue to her satisfaction. The outstanding balance of $83.96 has been removed to reflect a zero balance. Please allow 7 to 10 days to have her information removed from our system. [redacted] ***’ AOL account is now active on a free pricing plan. [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

September 29, 2014Dear [redacted] :We have investigated the issues raised by [redacted] in your letter dated September 5, 2014, which was received in our office on September 10, We attempted to reach [redacted] on three occasions to discuss her complaintUnfortunately we were unable to reach her.We have reviewed the information [redacted] submittedBased on our review it appears that she has a question about the monthly membership fees that she paid AOLMsKerspadit states she was on a price plan which charged her $per month but found that AOL has been charging her $or $per monthShe is seeking credit in the amount of $for the months she was charged prior to her price plan being changed.We apologize for any misunderstanding; however, members were notified of the price plan offer days prior to the change in price plan in accordance with AOL's Terms of Service (TOS)The price plan MsKerspadit was previously on was being eliminated and a new price plan was taking its placeAll charges are valid; however as a gesture of goodwill, AOL will issue $to the method of payment on fileNo additional compensation is warranted [redacted] ’s account remains active on a $monthly plan [redacted] may visit myaccount.aol.com to review or make changes to her account.AOL’s Terms of Service states:We may change our fees and billing methods at any timeWe will provide you with notice of any change in your pricing at least thirty (30) days in advanceIf you disagree with any proposed change, your sole remedy is to cancel your fee-based Service before the price change takes effectYour continued use of or subscription to the Service after the price change takes effect constitutes your agreement to pay the new price for the ServiceWe will not refund any charges if you choose to cancel your account for this reason.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

January 12, 2014Dear [redacted] :We have investigated the issues raised by [redacted] in your letter dated January 8, 2015, which was received in our office on January 9, 2014.Based on our review of [redacted] ’ complaint, he states he has been unable to cancel his AOL account.This letter is to inform you that a representative of our office has contacted [redacted] and resolve his issue to his satisfactionThe account has been cancelled per [redacted] ’ requestIn addition; a refund of $has been issued to the method of payment on fileWe 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***, POBox ***, Sterling, VA [redacted] Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J Lead Paralegal

May 14, 2015Dear *** ***:We have investigated the issues raised by *** *** in your letter dated May 8, 2015, which was received in our office on May 12, 2015.Based on our review of *** ***’ complaint; she is receiving collection notices for an account she previously converted to free.This
letter is to inform you that a representative of our office has contacted *** *** and resolved her issue to her satisfactionThe outstanding balance of $has been removed to reflect a zero balanceCollection efforts have been stopped*** ***’ AOL account remains active on a free pricing plan and will not incur any additional monthly membership feesIn addition; *** *** has direct contact information should she require further assistanceWe apologize for any inconvenience *** *** 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 ***Please include the AOL account number on all inquiries regarding this matter.Sincerely,Sincerely,Tara J Lead Paralegal

October 29, 2014Dear *** ***:We have investigated the issues raised by *** *** in your letter dated October 8, 2014, which was received in our office on October 9, 2014.Based on our review of *** ***’s complaint, she states she continued to incur monthly membership fees for AOL after a
cancellation request was made.This letter is to inform you that a representative of our office has contacted *** *** and resolved her issue to her satisfactionThe AOL accounts in question were cancelled immediately per *** ***’s requestThe outstanding balance of $has been removed to reflect a zero balanceIn addition; a refund of $was issued to the payment method on file*** *** has direct contact information should she require further assistanceWe apologize for any inconvenience *** *** 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

January 7, 2015Dear *** ***:We have investigated the issues raised by *** *** your letter dated December 29, 2014, which was received in our office on the same day.Based on our review of *** ***’s complaint, she states she is receiving collection notices related to an account she previously
converted to free.The letter is to inform you that a representative of our office has contacted *** *** and resolved her issue to her satisfactionThe account in question was cancelled immediately upon receipt of her complaintThe outstanding balance of $has been removed to reflect a zero balanceCollection efforts have been stoppedPlease allow to days to have *** ***’s information removed from our system.In addition; a paper check in the amount of $has been requested for *** ***Please allow to weeks for processing and delivery*** *** has direct contact information should she require further assistanceWe apologize for any inconvenience *** *** 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 ***Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J Lead Paralegal

November 3, 2014Dear *** ***:We have investigated the issues raised by *** *** in your letter dated October 16, 2014, which was received in our office on October 21, 2014.Based on our review of *** ***’s complaint, she states she has many concerns regarding harassment in an AOL chat room.We
sincerely apologize for the online harassment that *** *** has enduredAOL has organized a Community Team, which is responsible for researching and taking action upon harassment complaints and chat room violationsThe Community Team reviews all chat room reports and takes action against the members responsible if the activity shows a violation of AOL's Terms of Service (TOS)The Community Team is responsible for issuing written warnings and/or immediately terminating the offender’s account, if necessaryAll reports of Terms of Service violations are processed within hoursDue to privacy regulations, however, the Community Team is unable to disclose the nature of the action taken against the violatorWe ask that *** *** continue to utilize the “Notify AOL” button in the chat room.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

September 29, 2014Dear *** ***:We have investigated the issues raised by *** *** in your letter dated September 17, 2014, which was received in our office on the same day.Based on our review of *** ***’s complaint, he states he previously cancelled his paid account with AOL and is now receiving
collection notices.We regret any misunderstandingThe outstanding balance of $has been removed to reflect a zero balanceCollection efforts have been stoppedPlease allow to days to have *** ***’s information removed from our systemThe AOL account remains active on a free pricing planWe apologize for any inconvenience *** *** 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

[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: ***
I am rejecting this response because:
In essence, the company has granted me an extention of "free" service through June, but has done nothing more to remedy the initial problem I receive phone call and email from "Greg" in the Escalation department and was given the telephone number *** I have sent an email and have attempted to contact him via telephone time...no return call & no messages All I get is his voice mail The email exchange was as follows"
From: C***@***To: gregory.g***@***Sent: 4/7/
12:29:P.MEastern Daylight TimeSubj: Re: AOL Executive
Escalations
I called and left a message for you a short time ago...earlier
today at 11:45am
In a message dated 4/7/12:28:P.MEastern Daylight Time,
gregory.g***@*** writes:
Mrs***,My name is Greg and I work on the Executive
Escalations *** for AOLI am contacting you about the issues you are
experiencing with your computerPlease contact me back with the issues you are
having so I can assist youAlso if you have any other questions, comments, or
concerns please do not hesitate to contact me back
--
Regards,Greg G***Executive Response ***Gregory.G***@***
This electronic message
transmission contains information from AOL that may be confidential or
privileged. If you are not the intended recipient, any disclosure, copying
distribution, or use of the contents of this information is strictly
prohibited. If you have received this electronic transmission in error, please
notify sender immediately and delete all
copies

We have investigated the issues raised by Ms*** your letter dated January 26, 2015, which was received in our office on January 28, 2014.Based on our review of Ms*** complaint, she states in she was offered AOL Computer Check Up for free and has recently noticed she is incurring
charges for this service.The letter is to inform you that a representative of our office has contacted Ms*** and resolved her issue to her satisfactionAs a goodwill gesture; a refund of $has been issued to the payment method on fileMs*** has been provided direct contact information should she require further assistanceWe apologize for any inconvenience Ms*** may have experienced regarding her issue.If you need further assistance with this matter, please do not hesitate to contact me at *** *** ** ** *** *** *** ** ***Please include the AOL account number on all inquiries regarding this matter

September 29, 2014Dear *** ***:We have investigated the issues raised by *** *** in your letter dated September 9, 2014, which was received in our office on September 11, 2014.Based on our review of *** ***’s complaint, he is requesting cancellation/deletion of his email account.This letter
is to inform you that a representative of our office has contacted a *** *** and resolved his issue to his satisfactionThe account in question has been cancelled per his request*** *** has direct contact information should he require further assistanceWe apologize for any inconvenience *** *** 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 J. Lead Paralegal

June 18, 2015Dear *** ***:We have investigated the issues raised *** *** in your follletter dated May 19, 2015, which was received in our office on June 1, 2015.Based on our review of *** ***’s follletter, she states she is not receiving all emails being sent to herIn addition; she states she was informed a corporate technician would be contacting her, and to date she has not received any communication regarding her issue.This letter is to inform you that a representative of our technical team has been in contact with *** ***For AOL to fully investigate the matter of the declined emails; our postmaster teams requires the initial sender information and the body of the emails being declined*** *** has an email address to send the required information toUpon receipt of this information; the matter can be investigated and resolvedWe apologize for any inconvenience *** *** 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 ***Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara JLead Paralegal

October 6, 2014Dear *** ***:We have investigated the issues raised by *** ***s in your letter dated October 3, 2014, which was received in our office on the same day.Based on our review of *** ***s’ complaint, she states she was unable to access her AOL email, and when she contacted AOL she
received poor customer service.This letter is to inform you that a representative of our office has contacted *** ***s and resolved her issue to her satisfactionThe AOL account was cancelled immediately per *** ***s’ requestWe sincerely apologize for the poor customer service experience *** ***s states she encounteredProviding quality customer service is a number one priority at AOL, and this is continuously emphasized to all AOL representatives*** ***s has direct contact information should she require further assistance.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 29, 2014Dear *** ***:We have investigated the issues raised by *** *** in your letter dated October 15, 2014, which was received in our office on October 16, 2014.Based on our review of *** ***’s complaint, she states she has been unable to cancel her paid membership to AOL and is
now receiving collection notices.This letter is to inform you that a representative of our office has contacted *** *** and resolved her issue to her satisfactionThe outstanding balance has been removed to reflect a zero balancePlease allow to days to have her information removed from our systemThe AOL account remains active on a free pricing plan*** *** has direct contact information should she require further assistanceWe apologize for any inconvenience *** *** 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

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** Wilbanks From: Date: Fri, May 15, at 1:PMSubject: Re: Revdex.com AOL Complaint ***.To: ***@myRevdex.com.orgCc: ***@aol.comI accept what AOL states they have done purely out of frustrationAlthough I am still having some issues with their software, I am so tired of talking to them and about them.Even at this moment, I am still having problems, and although again I cannot fill out your complaint online, I will accept. Thank you Revdex.com you always do a superb job of helping peopleAs I have said before, and will say again, if you cannot get help from the business in a reasonable time frame, contact the Revdex.com, they will go out of their way to help youThank you again ***