AOL

July 19, 2016Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated July 14, 2016, which was received in our office on the same day.Based on our review of [redacted]’s complaint, she states she has been unable to access her email account with AOL.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 properly verified and [redacted]’s name has been added to the account. In addition; [redacted] has been provided 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. [redacted] P.O. Box [redacted], Sterling, VA [redacted]. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara  J.

[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. 
Regards,
[redacted]

October 29, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated October 4, 2014, which was received in our office on October 7, 2014.Based on our review of [redacted]’s complaint, he states he incurred monthly membership fees for AOL during a free trial...

period, and is requesting a refund.This letter is to inform you that a representative of our office has contacted [redacted] and resolved his issue to his satisfaction. Refunds totaling $40.93 have been issued to the method of payment on file. [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,Tara J, Lead Paralegal

October 12, 2015Revdex.comServing Metro Washington, DCElectronically TransmittedAttn: [redacted]Re: [redacted]File Number: [redacted]Dear Ms. [redacted]We have investigated the issues raised by Ms. [redacted] your letter dated October 6,2015, which was received in our office on the...

same day.Based on our review of Ms. [redacted]’ complaint, she states she received poor customerservice while attempting to resolve an issue with her AOL account.The letter is to inform you that a representative of our office has contacted Ms. [redacted]and resolved her issue to her satisfaction. Ms. [redacted] has been provided direct contactinformation should she require further assistance. We apologize for the service andtreatment Ms. [redacted] states she received. We assure you, this is not characteristic ofthe service we strive to provide our members. AOL continuously reiterates to ourrepresentatives the need to treat members with respect in all instances. We apologizefor any misunderstanding and inconvenience this may have caused. Ms. [redacted]’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[redacted]. Please include the AOL accountnumber on all inquiries regarding this matter.Sincerely,

We have investigated the issues raised by [redacted] your letter dated October 3, 2016 which was received in our office on the same day.Based on our review of [redacted]’ complaint; she states her technical issues with AOL are not resolved. We regret any inconvenience [redacted] may be experiencing with her AOL service. Often, adjustments can be made to individual computer settings that will alleviate or reduce the problems. Since it is difficult to determine with certainty the exact nature of the problem a member encounters with his or her service without speaking with her directly, we will have a member four technical support staff contact [redacted] to attempt to resolve this matter. [redacted] has been provided direct contact information should she require further assistanceIf 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[redacted]

We have investigated the issues raised by [redacted] in your letter dated September 28, 2016, which was received in our office on October 3, 2016. We attempted to contact [redacted] on three occasions to discuss her complaint. Unfortunately we were unable to reach her.Based on our review of [redacted]...

[redacted]’ complaint, she is requesting a refund for charges she claims to be unauthorized.We regret any misunderstanding. In 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 account. Members must agree to these terms at the time an account is established or registration of the account is discontinued. By entering her 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 fees. Members are further given complete instructions regarding the necessary procedures for cancellation. These 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 account until receipt of the complaint at which time the account was converted to a free email account. AOL’s credit policy allows adequate time for members to have reviewed their statements for discrepancies. In accordance with these terms, credit in the amount of $110.97 has been issued to the payment method on file.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 basis. Our members may review this information online at Keyword: TOS. We 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 P. O. Box [redacted], Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara *. J[redacted]

September 1, 2015Dear [redacted]:We have investigated the issues raised by **. and [redacted] in your letter dated letter dated August 18, 2015, which was received in our office on August 24, 2015.Based on our review of **. and [redacted]’s complaint, they state an outstanding balance was paid,...

yet they continue to receive collection calls.We regret any misunderstanding. Our records indicate a payment of $57.96 was received and posted to their account on August 21, 2015. Collection efforts have been stopped, please allow 7 to 10 days to have their information removed from our system. The AOL account has been cancelled per their request. We apologize for any inconvenience **. and [redacted] may have experienced regarding their 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

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

Thank you to Ms. J[redacted] for her prompt response. I have discussed this issue with an AOL rep who contacted me and I am satisfied that my current tech support/customer service issues have been resolved.
I have been provided means of getting my issues resolved in the future should I face future problems.
Regards,
[redacted]

Dear [redacted]:We have investigated the issues raised by [redacted] your letter dated October 20, 2016 which was received in our office on October 24, 2016.Based on our review of [redacted]’s complaint; he states he is receiving collection notices from AOL.This letter is to inform you that a...

representative of our office has contacted [redacted] and has resolved his issue. One AOL account was located and the account does not have an outstanding balance. [redacted] has been provided 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. [redacted] P.O. Box [redacted], Sterling, VA [redacted]. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara *. J[redacted]

August 21, 2015Dear [redacted]:We have investigated the issues raised by [redacted].We regret any misunderstanding. In 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 account. Members must agree to these terms at the time an account is established or registration of the account is discontinued. By 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 fees. Members are further given complete instructions regarding the necessary procedures for cancellation. These procedures are also available to members online at all times by going to Keyword: Billing or Keyword: Cancel.AOL’s History records show that [redacted] originally requested to cancel his AOL account on November 11, 1999, but reactivated the account on November 17, 1999. In 2005, there was a Terms of Service violation on the account due to bulk emails being sent. Because of the violation, the account was blocked, and on January 30, 2005, AOL received a call requesting that the block be lifted. After the block was lifted, account usage remained steady. On February 19, 2011, AOL sent email notice to our members advising of our Terms of Service and Privacy Policy updates. Our records indicate that the notification email was read by [redacted]’s master screen name.[redacted]’s account was cancelled, per his request, on April 8, 2015. AOL’s credit policy allows adequate time for members to have reviewed their statements for discrepancies. In accordance with these terms, and due to the aforementioned AOL account actions, credit in the amount of $62.97 has been issued to the payment method on file.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 basis.Our members may review this information online at Keyword: TOS. We 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 P. O. Box [redacted], Sterling, VA [redacted]. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara *. J.Lead Paralegal

September 20, 2016Revdex.com Serving Metro Washington, DC Electronically Transmitted Attn: [redacted]Re: [redacted] AOL Account Number: [redacted] File Number: [redacted]Dear [redacted]:We have investigated the issues raised by [redacted] your letter dated August 18, 2016, which...

was received in our office on August 22, 2016Based on our review of [redacted]’ complaint, she states she is experiencing several technical issues with her AOL service.We regret any inconvenience [redacted] may be experiencing with her AOL service. Often, adjustments can be made to individual computer settings that will alleviate or reduce the problems. Since it is difficult to determine with certainty the exact nature of the problem a member encounters with his or her service without speaking with her directly, we will have a member four technical support staff contact [redacted] to attempt to resolve this matter. [redacted] has been provided direct contact information should she require further assistance.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[redacted]

[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 spoke to a representative from aol, and Mr. F[redacted] offered me a refund and to keep my account open for free. I was satisfied with his offer. I was trying to open the account because he supposed to send an email, but I was not able to do so.  The message says to call aol to re-open the account because it is currently inactive. I am not going to do it.  As far as I am concerned, this issue is resolved. I appreciate your assistance in this matter. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

July 7, 2015Dear [redacted]:We have investigated the issues raised [redacted] in your letter dated June 18, 2015 2015, which was received in our office on June 30, 2015.Based on our review of [redacted]’s complaint; he states his pricing plan with AOL was increased without his knowledge. He is...

requesting a refund.This letter is to inform you that a representative of our office has contacted [redacted] and resolved his issue to his satisfaction. A refund of $33.03 has been issued to the payment method on file. More information regarding [redacted]’s pricing plan and options can be viewed online at MyAccount.aol.com. [redacted] has been provided direct contact information should he require further assistance. We apologize for any inconvenience [redacted] may have experienced regarding his issue.When registering an account with AOL, prospective members must agree to the terms of the service, or registration of the account is discontinued. The terms of service [redacted]agreed to state:We may change our fees and billing methods at any time. We will provide you with notice of any change in your pricing at least thirty (30) days in advance. If you disagree with any proposed change, your sole remedy is to cancel your fee-based Service before the price change takes effect. Your continued use of or subscription to the Service after the price change takes effect constitutes your agreement to pay the new price for the Service. We 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 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

May 24, 2016Dear [redacted]:We are in receipt of your correspondence regarding a complaint filed in your office by [redacted]. We previously received a request for an investigation of [redacted]’ complaint through AOL’s Unauthorized Charges Claim Process.Please find enclosed a copy of our...

original correspondence regarding [redacted]’ complaint and the subsequent resolution. Although we regret any dissatisfaction with our resolution, the research conducted does not support that the account was registered fraudulently. We maintain our decision to deny the claim.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.

November 4, 2015Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated October 15, 2015, which was received in our office on October 20, 2015.Based on our review of [redacted]’s complaint she is requesting compensation from AOL claiming that AOL technicians...

damaged her computer.We apologize for any inconvenience; however, no compensation is warranted.When prospective members sign on to the AOL service, they are required to agree to the Terms of Service (TOS). The TOS specifically states that all use of the AOL software is at the sole risk of the user. [redacted] agreed to terms stating the following:WE SUPPLY OUR SERVICES “AS IS,” “WITH ALL FAULTS,” AND “AS AVAILABLE.” WE DO NOT WARRANT OR GUARANTEE THAT ANY INFORMATION AVAILABLE USING OUR SERVICES IS ACCURATE OR RELIABLE OR YOUR USE OF THE SERVICES WILL BE UNINTERRUPTED, SECURE, OR FREE FROM ERROR. WE, OUR SUPPLIERS, AND AUTHORIZED DISTRIBUTORS GIVE NO EXPRESS WARRANTIES OR GUARANTEES NOR IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, WORKMANLIKE EFFORT, AND NON-INFRINGMENT.YOUR ONLY REMEDY FOR ANY DEFECTIVE SOFTWARE IS REPLACEMENT OF THE SOFTWARE. IN ANY OTHER DISPUTE WITH US, YOUR ONLY REMEDY IS TO STOP USING YOUR ACCOUNT AND CANCEL ANY FEE-BASED SERVICES. IN NO EVENT WILL OUR LIABILITY TO YOU EXCEED THE TOTAL AMOUNT OF SERVICE FEES PAID DURING A ONE- MONTH PERIOD.WE, OUR SUPPLIERS, AND AUTHORIZED DISTRIBUTORS ARE NOT LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR EXEMPLARY DAMAGES ARISING FROM YOUR USE OF THE SERVICES.SOME STATES DO NOT ALLOW US TO LIMIT OUR LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES OR EXCLUDE CERTAIN WARRANTIES. IN THOSE STATES, AOL’S LIABILITY AND WARRANTIES ARE LIMITED TO THE EXTENT PERMITTED BY LAW.In addition in order for a technician to access a consumer’s computer they must agree to the waiver agreement enclosed.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

[redacted]
[redacted]
[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, 2015. We attempted to reach [redacted] on three occasions to discuss his complaint. Unfortunately 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 charges. He is requesting a refund.The account with the screen name “[redacted]” was cancelled on September 27, 2013, per [redacted]'s request. During our research of his complaint, six additionalaccounts were located. Details of the accounts are listed below:1.Screen name "[redacted]" created in 2011, no cancel request received. A refund of $122.97 has been issued representing 90 days.Screen name “[redacted]” created in 2011, no cancel request received. A refund of $122.97 has been issued representing 90 days.Screen name “[redacted]" created in 2011. The outstanding balance of $103.60 has been removed and collection efforts stopped.Screen name “[redacted]" created in 2011. The outstanding balance of $103.60 has been removed and collection efforts stopped.Screen name “[redacted]" created in 2011, free account currently active. The outstanding balance of $103.60 has been removed and collection efforts stopped. Screen name “[redacted]" created in 2011; free account currently active.AOL Inc.[redacted]
[redacted] www.aol.com We regret any misunderstanding. In 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 account. Members must agree to these terms at the time an account is established or registration of the account is discontinued. By 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 fees. Members are further given complete instructions regarding the necessary procedures for cancellation. These 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 accounts. Refunds totaling $245.94 have been issued to the payment method on file. Outstanding balances totaling $310.80 have been removed and collection efforts stopped. 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 financial institutions. We 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 M. J[redacted] Lead Paralegal

July 18, 2015Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated July 2, 2015, which was received in our office on the same day.Based on our review of [redacted]’s complaint, he states he has experienced difficulty receiving emails because AOL continues...

to put specific conservative political emails into his SPAM folders.This letter is to inform you that a representative of our escalated technical office has contacted [redacted] in an effort to resolve the issue he experienced.[redacted] has been provided direct contact information should he encounter any additional concerns. 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[redacted]Lead ParalegalAOL - Consumer Lit & E-Discovery

We have investigated the issues raised by Mr. [redacted] in your letter dated June 24, 2015, which was received in our office on June 30, 2015. Based on our review of Mr. [redacted]’s complaint, he states he is unable to access his AOL account. We understand Mr. [redacted]’s concern;...

however, prior to initial sign on, prospective members must agree to AOL’s Terms of Service (TOS) or registration is discontinued. The Terms of Service clearly outlines online behavior that will lead to termination of the AOL service. The AOL Terms of Service that Mr. [redacted] agreed to when establishing an AOL account specifically states that members are responsible for all activity on the account. Mr. [redacted]’s account has been terminated for a Terms of Service violation. All account terminations resulting from Terms of Service violations are final. Once 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 Dept. [redacted], Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter. Sincerely, Tara M. J[redacted] Lead Paralegal TMJ: KCF

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:See how arrogant they are? They ignored all the evidence that I provided and refused to even look into this case with all kinds of info in this complaint. Do they even have the right to lock my account when they have no evidence that my account is either compromised or sending spam emails? I'm shocked by how unreasonable and untransparent they can be with their poor service and response.The question is very clear. They made a mistake by locking my account because I used the VPN that made it look like my account was accessed from unusual locations and they had no proof to deny my ownership of that account. When I pointed out to them that one of their agents had already verified with me for the security question I set up for the account and challenged them to check their recordings of that phone call, they totally ignored it without any explanation.They wasted my time by telling me to call their unhelpful agents only to give me false answers and now they keep ignoring my questions by lying. There's no terms and conditions in their service saying that users have to register with their real identity whatsoever. And now they want me to fax them my ID just so they can unlock my account that they locked for no reason!? How ridiculous! Revdex.com, please help!
Regards,
[redacted]