AOL

December 16, 2015Dear [redacted]We have investigated the issues raised by [redacted] in your letter dated November 29, 2015, which was received in our office on December 1, 2015.Based on our review of [redacted]’s complaint; he states he experience difficulty updating his payment method on line....

He is requesting a refund for the last monthly membership fee incurred.This letter is to inform you that a representative of our office has contacted [redacted] and resolved his issue to his satisfaction. As a goodwill gesture 2 free months of AOL membership fees have been issued. The next billing date for [redacted]’s account will occur on March 3, 2016. In addition; [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. Lead 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, 2015. Based on our review of Ms. [redacted]’s complaint, she is experiencing technical difficulty with [redacted] and has been unable to receive...

assistance. A representative of our office has contacted Ms. [redacted]; she stated her issue was previously resolved. She stated she would like an [redacted] technician to contact her. We have arranged for a corporate technician to reach out to Ms. [redacted] to address any additional concerns she may have. As a goodwill gesture, [redacted] has waived 3 monthly membership fees. The next billing date will occur on August 5, 2015. Ms. [redacted] has direct contact information should she require further assistance. We apologize for any inconvenience Ms. [redacted] may have experienced regarding her issue. If you need further assistance with this matter, please do not hesitate to contact me at [redacted], Sterling, VA 20165-8806. Please include the [redacted] account number on all inquiries regarding this matter. Sincerely, Tara M. J[redacted] Lead Paralegal

Dear Mr. [redacted]: We have investigated the issues raised by Mr. [redacted] in your letter dated June 22, 2015, which was received in our office on June 30, 2015. Based on our review of Mr. [redacted]’ complaint; he is receiving collection notices related to an account he previously...

cancelled. This letter is to inform you that a representative of our office has contacted Mr. [redacted] and resolved his issue to his satisfaction. The outstanding balance of $131.94 has been removed to reflect a zero balance and collection efforts have been stopped. In addition; a refund of $131.94 has been issued via paper check to the address Mr. [redacted] provided in his complaint. Please allow 4 to 6 weeks for processing and delivery. Mr. [redacted] has been provided direct contact information should he require further assistance. We apologize for any inconvenience Mr. [redacted] may have experienced regarding his issue. If you need further assistance with this matter, please do not hesitate to contact me at [redacted], Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter. Sincerely, Tara M. J[redacted] 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 22, 2016, which...

was received in our office on the same day.Based 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]

December 29, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated December 11, 2014, which was received in our office on December 22, 2014. We attempted to reach [redacted] on three occasions to discuss his complaint. Unfortunately we were unable to reach...

him.Based on our review of [redacted]’s complaint, he states he incurred a $1.00 charge from AOL, during a free trial period.When an account is created or updated; as part of the verification process, AOL places a temporary $1.00 authorization charge to the credit card submitted. This is used only to verify the validity of the credit card. The $1.00 charge won’t actually be deducted from the account.The bank for the credit card should remove the charge within a day or two. If you used a credit card for age verification and noticed the charge hasn’t been removed after a few days, please contact your bank or credit card company. 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

[redacted] [redacted] [redacted]I was told that I would receive my refund sometime in July. I will let you know when I receive my refund

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 satisfaction. The outstanding balance of $19.96 has been removed to reflect a zero balance. Collection efforts have been stopped. Please allow 7 to 10 days to have [redacted]’s information removed from our system. 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 JLead Paralegal

From: Karen F[redacted] <[redacted]@teamaol.com>Date: Mon, Apr 27, 2015 at 2:51 PMSubject: Re: [redacted]To: [redacted] <[redacted]@myRevdex.com.org>I reached out to [redacted] today, and will have a corporate technician call her today. She has my direct contact information.ThanksKaren

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted], and find that this resolution is satisfactory to me.  AOL did call and was very polite to resolve the issue. All collection attempts have stopped, via, phone calls, and letters. I appreciate the support and help through Revdex.com and quick response from AOL after Revdex.com was reached.  
Regards,
[redacted]

Please see attached.ThanksKarenWe have investigated the issues raised by [redacted] in your letter dated March 31, 2015, which was received in our office on April 2, 2015. Based on our review of [redacted]’s complaint; he states he contacted what he thought to be AOL to cancel his...

membership and was informed he would incur a $99.00 charge. Our history records indicate no contact to AOL on the date in question. Furthermore, AOL does not charge $99.00 to cancel an account. There are third party vendors who advertise that they can resolve AOL related issues, however they have no relationship with AOL or AOL products. We apologize for any inconvenience [redacted] may have experienced. This letter is to inform you that a representative of our office has contacted [redacted] and resolved his issue to his satisfaction. The AOL account in question has been converted to a free account and will not incur any additional monthly membership fees. In addition; a refund of $53.85 has been issued to the payment method on file. The refund issued represents 90 days of charges. [redacted] has direct contact information should he require further assistance. 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 [redacted] 
[redacted] 
[redacted] 
[redacted] 
[redacted] 
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  The representative I initially spoke with was simply doing his job and following AOL management policy. AOL deactivated my account and then required a credit card number so that they could charge me a $1 to reactivate my account. I was then automatically enrolled in the pay per month plan. I don't blame the representative. He was just doing his job.  I blame whoever initiated the extortion plan. The second representative I spoke with apologized and cancelled my account when I asked. She was very pleasant. I know people need jobs, but they need to really look at what they are being told to do. AOL management needs to take responsibility for their policies instead of just blaming it on poor customer service.
Regards,
[redacted]

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

We have investigated the issues raised by [redacted] your letter dated October 11, 2016 which was received in our office on the same day.Based on our review of [redacted]’ complaint; she states her account was compromised and is requesting assistance.Our records show that [redacted]’ financial...

institution returned 1 monthly membership fee to AOL unpaid causing an outstanding balance to appear on her account. The outstanding balance of $30.99 has been removed to reflect a zero balance. The next billing date on [redacted]’ account will occur on November 12, 2016..A representative of our office contacted [redacted] in an attempt to resolve her complaint. AOL offered to reset the password on the account, [redacted] declined verification of the account. We ask that [redacted] contact Karen F[redacted] at [redacted] to update her account password and billing information.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:You may be able to use an e-mail address or other online identifier provided to you by someone other than us as a username. You are responsible for maintaining security and control over any e-mail address or online identifier provided to us as a username. If you fail to maintain security or control over such an e-mail address or other online identifier, you are responsible for any consequences and may lose access to your personal information and any data stored on our Services. Also, we are not responsible for the release or loss of any information that is identified with that address or identifier.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]

September 21, 2015Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated September 15, 2015, 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 cancelled.This letter is to inform you that a representative of our office has contacted [redacted] and resolved his issue to his satisfaction. The outstanding balance of $87.10 has been removed to reflect a zero balance. Collection efforts have been stopped. AOL has ensured that no negative information was reported to any credit agencies regarding this matter. 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

June 28, 2016Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated June 8, 2016 which was received in our office on June 10, 2016.Based on our review of [redacted]’s complaint, he states he was denied access to his account after updating his payment method and...

is requesting a refund.We regret any misunderstanding, a refund of $104.97 has been issued to the payment method on file. The refund represents the last 90 days of charges [redacted]’s AOL account remains active on a free pricing plan and will not incur any additional monthly membership fees. Should [redacted] require additional assistance we ask that he contact Karen F[redacted] at [redacted]. We apologize for any inconvenience [redacted] may have experienced regarding his issue.If you need further assistance with this matter, please do not hesitate to contact me at P. O. Box [redacted], Sterling, VA [redacted]. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J.

We have investigated the issues raised by Mr. [redacted] in your letter dated February 24, 2016, which was received in our office on February 25, 2016.Based on our review of Mr. [redacted]’s complaint, he states that he has been unable to access his [redacted] email.This letter is to inform you...

that a representative of our office has contacted Mr. [redacted] and resolved his issue to his satisfaction. Mr. [redacted] has been provided direct contact information should he require further assistance. We apologize for any inconvenience Mr. [redacted] may have experienced regarding his issue.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,Please see attached.ThanksKaren

July 6, 2016Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated June 23, 2016, which was received in our office on June 24, 2016.Based on our review of [redacted]’s complaint, he states he incurred monthly charges for his free AOL account.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 $47.39 has been issued to the payment method on file. [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 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]

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

September 18, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated August 28, 2014, which was received in our office on September 3, 2014.Based on our review of [redacted]’s complaint, she states she was unable to receive assistance from AOL regarding her...

account security.This letter is to inform you that a representative of our office has contacted a [redacted] and resolved her issue to her satisfaction. The account has been verified and updated per [redacted]’s request. 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 JLead Paralegal