AOL

[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: The company, in its responses to the complaint and in its actions in the matter, has demonstrated such a consistent and unrelenting pattern of lies and fabrications that one hardly can discern where to begin in discussing it. "Were they lying then or are they lying now?" is one question one might ask regarding this. Who can place any credibility in their statements or be so foolish as to believe them. They insist that it is so technically impossible to reinsert my phone number and information into their system and reactivate the subscription; yet, they removed the information very quickly when they had the opportunity (which they obtained by fraud) to do this. The "platform" wasn't "decommissioned", apparently, when they were so eager to remove my phone number and cancel my subscription, because they were seeking to do that. Since they have now been caught in their lie, they claim they just can't possibly access the "platform" and reinsert a record into it and reactivate my subscription to the service. If they ever have a problem with the information technology business, they could always open up a delicatessen, because they are so full of baloney. I would respectfully suggest that the Revdex.com, if it truly seeks to promote some modicum of fairness and justice in this regard, should hire an independent, unbiased expert in information technology and/or systems development to conduct an independent evaluation of the company's claim that it faces such insurmountable technical barriers to reactivating my subscription. We would like to get at the truth of this issue -- how accurate, exactly, is this claim that it is just not feasible for them to reactivate it? Even if there is some truth to this (doubtful), how much would it cost to develop a method or a system or even some sort of "work around" that would make it possible for them to reactivate this. It would only be through the investigation of someone who is actually honest, and an expert in information technology, that we could get to the truth of this and actually discern whether it is feasible for them to reactivate the service or, if not, what it would take for them to develop the capability to do this. Even beyond this, the company's entire modus operandi, their entire way of doing business in this instance, is completely cockeyed and, I would submit, immoral in its disregard for providing the customer any reasonable service. It is my opinion that they should not discontinue the AOL by Phone service at all, that is is a valuable service, particularly to seniors and those with visual and/or other impairments, who depend on the service to access their e-mail messages. They have pursued a ridiculous path from the beginning, because they now claim they must discontinue the service because they have insufficient subscribers, and yet they have hardly publicized or advertised the availability of the service. Then they refuse to enroll new subscribers so it becomes a self-fulfilling prophecy - how can the subscriber base grow if they don't allow new subscriptions to it? But even so, if we grant that it is their legal (if not entirely their ethical) right to discontinue the service, they clearly should not be discontinuing it in the manner in which they are doing it -- by tricking and deceiving the subscribers to get them off the service so that it is easier for them to discontinue the service. To repeat a refrain from my previous letter, this is not "better business", this is "disgraceful business", and the point is that if they were not following this convoluted and disgraceful path in the first place, they would not be in this position where they claim they have dismantled the supporting systems to properly administer the service. But I believe the overall solution to this problem is that the company should not discontinue the AOL by Phone service at all - indeed, if they would just agree to enroll new subscribers and would advertise the service a bit, I believe it would still be a decent business for the company and they would find it feasible to continue to offer this service. I also here have to mention that I definitely object to the company's "screw you" attitude in insisting that it was not feasible for the company to rescind the cancellation order that I placed as a result of fraud and misinformation; if they had simply shown a bare minimum of decency and consideration, they could have rescinded the cancellation order, as I requested the following day after having been fraudulently led to place it, and then they wouldn't have any problem with having to, as they quaintly put it, "enroll a new subscriber to the service". This latter assertion is inaccurate in any case; as I mentioned, I am not a new subscriber -- by reactivating, they are only remedying their own lies and deception and fraud. I certainly don't believe that any reasonable individual or organization could consider the company's response to be, in any manner, "satisfactory", and I certainly hope the Revdex.com doesn't view it as this. I would again suggest that the Revdex.com recruit an independent expert to evaluate the company's claim that they face an insurmountable technical barrier to reactivating my subscription to the service. If, as I doubt but just as a hypothetical, they truly do face a technical barrier to reactivation, what would it take to remove this barrier -- how much would it cost, what would they have to do to accomplish this? The company ducks and dodges and prevaricates and generally takes an attitude of "we have our profits and to heck with the customer" which I find atrocious and reprehensible. They should be ashamed of themselves.
Regards,
Ronald ***

February 13, 2015Dear *** ***:We have investigated the issues raised by *** *** your letter dated February 2, 2015, which was received in our office on February 6, 2015.Based on our review of *** ***’ complaint, he states he is unable to access his email.The letter is to inform you that a
representative of our office has contacted *** *** and resolved his issue to his satisfaction*** *** has direct contact information should he require further assistanceWe 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 J. Lead Paralegal

December 12, 2014Dear *** ***:We have investigated the issues raised by *** *** in your letter dated December 1, 2014, which was received in our office on the same day.Based on our review of *** ***’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 *** *** and resolved his issue to his satisfactionThe account in question has been cancelled per his requestIn addition; the outstanding balance of $has been removed to reflect a zero balancePlease allow to days to have *** ***’s information removed from our system*** *** 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,Kathi TAgency Complaints

November 10, 2014Dear *** ***:We have investigated the issues raised by *** *** in your letter dated October 23, 2014, which was received in our office on October 30, 2014.Based on our review of *** ***’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 *** *** and resolved his issue to his satisfactionThe AOL Computer Check Up has been cancelledIn addition; a refund of $was issued to the payment method on fileWe 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

September 11, 2014Dear *** ***:We have investigated the issues raised by *** *** in your letter dated September 9, 2014, which was received in our office on the same day.Based on our review of *** ***’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 *** account was opened on February 18, with a promotion of month free with a month commitmentBelow is a summary of *** ***’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 $20.00*** *** 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 *** *** 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

October 6, 2014Dear *** ***:We have investigated the issues raised by *** *** in your letter dated September 19, 2014, which was received in our office on September 29, 2014.Based on our review of *** ***’s complaint, he is receiving collection notices from AOL related to an account he
previously cancelled.This letter is to inform you that a representative of our office has contacted *** *** and resolved his issue to his satisfactionThe outstanding balance of $has been removed and collection efforts stoppedPlease allow to days to have *** ***’s information removed from our systemThe AOL account remains active on a free pricing plan and will not incur any additional monthly membership feesWe 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

We have investigated the issues raised by Mr*** in your letter dated November 17, 2014, which was received in our office on December 11, 2014. Based on our review of Mr***’s complaint, he states he experienced a technical issue with his AOLbyPhone service on November 14, 2014,
and subsequently cancelled his serviceHe is requesting reactivation of the AOL by Phone Service. While we understand Mr***’s concern; we are sorry to inform Mr*** that AOL Voice Services no longer offers new registrations or reactivations for AOL Voice Services (AOL Call Alert, AOLbyPhone or AOL Voicemail)While this means AOL will no longer allow new registrations or reactivations, AOL will continue to support current AOL Voice Services usersHowever, we will no longer support switching lines or adding a new line to the service. If you need further assistance with this matter, please do not hesitate to contact me at *** *** ** ** *** ***, Sterling, VA 20165-Please include the AOL account number on all inquiries regarding this matter. Sincerely, Tara MJ*** Lead Paralegal

May 12, 2015Dear *** ***:We have investigated the issues raised by *** *** in your follletter dated May 2, 2015, which was received in our office on May 11, 2015.Based on our review of *** ***’ follletter; he is requesting a refund for a partial outstanding balance previously paid.This letter is to inform you that a representative of our office has contacted *** *** and resolved his issue to his satisfactionA refund in the amount of $has been issued to the payment method on file*** *** has direct contact information should he require further assistanceWe 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***, POBox ***, Sterling, VA ***Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J.Lead Paralegal

April 22, 2015Dear *** ***:We have investigated the issues raised *** *** in your letter dated April 18, 2015, which was received in our office on April 20, 2015.Based on our review of *** ***’s complaint, she is experiencing technical difficulty with receiving her email on AOL and
has been unable to receive assistance.This letter is to inform you that a representative of our office has contacted *** *** and discussed the details of her complaintWe regret any inconvenience *** *** may have experienced with the AOL serviceOften, adjustments can be made to individual computer settings that will alleviate or reduce the problemsSince it is difficult to determine with certainty the exact nature of the problem a member encounters with his or her service without speaking with him or her directly, we will have a member of our technical support staff contact *** *** to attempt to resolve this matterWe 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

September 29, 2014Dear *** ***:We have investigated the issues raised by *** *** in your letter dated September 19, 2014, which was received in our office on the same day.Based on our review of *** ***’s complaint, is requesting removal of the outstanding balance and for his AOL account
to be converted to a free account.This letter is to inform you that a representative of our office has contacted *** *** and resolved his issue to his satisfactionThe AOL account has been converted to a free account and will not incur any additional monthly membership feesThe outstanding balance of $has been removed to reflect a zero balanceIn addition; a refund of $has been issued to the payment method on fileWe 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

[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:Nothing was doneThey didnt even offer a apology to me.
Regards,
*** ***

[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: When the AOL representative called, I had her talk to my wife because my wife is a computer geek who knows computers inside and out. The AOL rep told my wife that she was going to email us a link that specifically would disable AOL only pop-ups. My wife told the AOL rep that she already knew how to locate the settings to disable the AOL pop-ups and that the settings on our AOL software were ALREADY set properly to disable AOL only pop-ups. The AOL rep told my wife that the link she was sending would lead to different AOL settings that would disable the AOL pop-ups specifically and that the link she would send was one that most AOL users wouldn't even know about. Well after the call with the AOL rep ended, my wife and I went online and opened up the email from the AOL rep which she claimed would lead to a different setting that would enable us to block AOL only pop-ups. It was all BS! The link led us directly to the setting that my wife already knew about and which had already been set to block AOL pop-ups. We checked and these settings were already properly set on each and every screen name we haveMy wife was right! The AOL rep was wrong! The settings were ALREADY properly and correctly set to block AOL pop-ups and the AOL pop-ups STILL continue to pop up on our various AOL screen namesIronically ever since that call to the AOL rep, my wife's screen name (the main name on our AOL account) suddenly is being barraged by these pop-ups, so much so that she has had to stop using the main AOL screen name and is now using another one. So the AOL rep was wrong and her information and link did NOT helpMy wife and I never told the AOL rep that the issue was resolved to our satisfaction. I was there when my wife talked to her and my wife told the AOL rep that she hoped that the link would help because with the pop-ups always appearing constantly, it not only was extremely annoying but that it was becoming difficult to use AOL because the pop-ups would slow our diconnection down and working on-line was becoming difficult due to this issue. I do not want the AOL rep calling me anymore because she is not helpful and her information was proven wrong and did NOT stop AOL only pop-ups. As I originally stated "AOL circumvents their own settings and when we, as customers, decide to set them to prevent these AOL pop-ups, AOL goes ahead and somehow sends them anyway." And they are from AOL because they are always advertsing their services which require monthly monetary fees for premium services
I'm done with this. AOL is horribleRegards,**name with held for privacy issues

December 29, 2014Dear *** ***:We have investigated the issues raised by *** *** in your letter dated December 4, 2014, which was received in our office on December 8, 2014.Based on our review of *** ***’s complaint, she states is unable to access her AOL account.We understand *** ***’s
concern; however, prior to initial sign on, prospective members must agree to AOL’s Terms of Service (TOS) or registration is discontinuedThe Terms of Service clearly outlines online behavior that will lead to termination of the AOL serviceThe AOL Terms of Service that *** *** agreed to when establishing an AOL account specifically states that members are responsible for all activity on the account.*** ***’s account has been terminated for a Terms of Service violationAll account terminations resulting from Terms of Service violations are finalOnce an account is terminated no access is allowed, temporary or otherwise, to retrieve any account information or associated data.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 16, 2015Dear *** ***:We have investigated the issues raised by *** *** your letter dated December 5, 2014, which was received in our office on the same day.Based on our review of *** ***’s complaint, she states she continued to incur monthly charges for AOL after a cancellation
request was made.The 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 balanceIn addition; a refund of $has been issued to the method of payment 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 Dept***, POBox ***, Sterling, VA ***-***Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J Lead Paralegal

April 27, 2015Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated April 18, 2015, which was received in our office on April 20, 2015.Based on our review of [redacted]’ complaint; he is receiving collection notices related to an account he believed to be free.A...

representative of our office attempted to contact [redacted]’s at the phone number listed on the complaint; however we were unable to reach him. The account in question has been converted to a free account and will not incur any additional monthly membership fees. The account is currently in good standing and the outstanding balance has been settled. We ask that [redacted] contact Karen F[redacted] at ###-###-#### to discuss his complaint if needed. 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. [redacted], P. O. Box [redacted], Sterling, VA [redacted]. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J. Lead Paralegal

I received a call from AOL today and the representative agreed to shutdown all the AOL email accounts I requested and also would remove any outstanding charges with the account. Thank you so much for intervening on my behalf. I have made several attempts to take care of it on my own and this is the...

first time I received written confirmation from AOL after speaking to one of their representatives. Best regards,[redacted]

August 3, 2015Dear [redacted]:We have investigated the issues raised by [redacted] in her letter, and as a result of our investigation, we have requested that a member of our Executive Response Team contact [redacted] to attempt to resolve the technical issues she is having.We apologize for any...

inconvenience [redacted] may have experienced regarding this issue. Our records indicate that [redacted] was contacted multiple times last week but has yet to respond to our requests to assist. [redacted] may respond to the messages she's received from Mike through our Executive Response Team, or she can let us know when a good time would be for us to reach out. We look forward to assisting her.If you need further assistance with this matter, please do not hesitate to contact me at P. O. Box [redacted], Sterling, VA [redacted]. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J. Lead Paralegal

January 15, 2016Dear [redacted]:We have investigated the issues raised by [redacted] your letter dated December 25, 2015, which was received in our office on January 4, 2016. The complaint filed by [redacted] has been investigated and our records reflect that she is not the billing contact...

for the AOL account in question.Based on our review of [redacted]’s complaint; she states her AOL account was cancelled without her permission.In the process of registering an account with AOL, prospective members must enter personal and billing information into a series of registration screens. The person whose name was entered as the owner of the billing method that is being charged is known as the billing contact.Unfortunately, we are unable to release any specific information concerning the AOL account. We apologize for this inconvenience; however, due to AOL’s Privacy Policy, we would only be able to disclose to the billing contact or with the billing contact’s permission any information concerning this account.If you need further assistance with this matter, please do not hesitate to contact me at Dept. [redacted], P. O. Box [redacted], Sterling, VA [redacted] Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J. Lead Paralegal

December 22, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated December 11, 2014, which was received in our office on the same day.Based on our review of [redacted]’s complaint, she states she incurred unauthorized charges for AOL Call Alert, she is...

requesting a refund.This letter is to inform you that a representative of our office has contacted [redacted] and resolved her issue to her satisfaction. The AOL Call Alert was previously cancelled. A refund of $411.10 was issued to [redacted]’s method of payment on December 16, 2014, representing all charges in dispute. The AOL account remains active on a free pricing plan. 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

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