AOL

Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated October 30, 2015, which was received in Our Office on...

November 18, 2015.Based on our review of [redacted]'s complaint; she states she has experienced difficulty canceling her deceased father-in-law's account.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 cancelled, in addition; a refund of $98.70 has been issued to the payment method on file. [redacted] has been provided direct contact information should she require further assistance. We apologize for any inconvenience [redacted] may have experienced regarding her |?????.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 Paralegal

We have investigated the issues raised by [redacted] in your letter dated September 4, 2016, which was received in our office on September 5, 2016.Based on our review of [redacted]’ complaint, he is experiencing technical difficulties with AOL and is requesting assistance.We regret any...

inconvenience [redacted] may be experiencing with the 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 him or her directly, we will have a member of our corporate technical support staff contact [redacted] to attempt to resolve this matter.As a goodwill gesture, AOL has waived two monthly membership fees for [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 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]

[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: AOL states that if I have any further issues do not hesitate to contact them, but they didn't say how to contact them since there is no way for me to get in touch with them.  When I send an e-mail for assistance to AOL, I never get a response; therefore, since I am not paying for the service I do not know how to reach them.
Regards,
[redacted]

January 15, 2016Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated January 11, 2016, which was received in our office on the same day.Based on our review of [redacted]’s complaint, she is disputing collection efforts of $19.96 received from AOL,...

claiming to have previously cancelled her account.We attempted to reach [redacted] to discuss her complaint. Unfortunately we were unable to reach her. 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 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 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 Mr. [redacted] in your letter dated April 18, 2016, which was received in our office on April 19, 2016. Based on our review of Mr. [redacted]’s complaint, he states he has been unable to cancel his membership to AOL. This letter is to...

inform you that a representative of our office has contacted Mr. [redacted] and resolved his issue to his satisfaction. Refunds totaling $227.88 were previously issued to the payment method on file. One account with the screen name “[redacted]D” remains active on a free pricing plan per Mr. [redacted]’s request. Mr. [redacted] has been provided direct contact information should he require further assistance. We apologize for any inconvenience he may have experienced regarding his issue. If you need further assistance with this matter, please do not hesitate to contact me at [redacted], Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter. Sincerely, Tara M. J[redacted]

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 satisfaction. The account has been cancelled per [redacted]’s request. The outstanding balance has been removed and collection efforts have been stopped. Please allow 7 to 10 days to have her information removed from our database. In addition; a refund of $101.97 was issued to the payment method on file. [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
JLead
Paralegal

We have investigated the issues raised by Ms. [redacted] in your letter dated June 25, 2015, which was received in our office on July 1, 2015. Based on our review of Ms. [redacted]’s complaint; she states she incurred charges for AOL services she did not authorize. This letter is...

to inform you that a representative of our office has contacted Ms. [redacted] and resolved her issue to her satisfaction. Refunds totaling $41.91 have been issued to the payment method on file. The premium services have been cancelled per Ms. [redacted]’s request. In addition; Ms. [redacted] has been provided 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 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

December 1, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated November 14, 2014, which was received in our office on November 19, 2014.Based on our review of [redacted]’s complaint, she states she is not receiving emails on AOL.This letter is to...

inform you that a representative of our office has contacted [redacted] and resolved her issue to her satisfaction. [redacted] has direct contact information should she require further assistance. We apologize for any inconvenience she may have experienced regarding her issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara
JLead
Paralegal

May 31, 2016Dear [redacted]We have investigated the issues raised by [redacted] in your letter dated May 19, 2016, which was received in our office on May 20, 2016.Based on our review of [redacted]’ complaint, he states that he subscribed to a free trial of AOL Computer Check Up however the...

service is not working.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 Computer Check Up has been added to his account. [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

June 18, 2015Dear [redacted]:We have investigated the issues raised [redacted] in your letter dated June 3, 2015, which was received in our office on June 12, 2015.Based on our review of [redacted]’ complaint; she is requesting removal of an outstanding balance on her AOL account.This 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 $68.97 has been removed to reflect a zero balance. Collection efforts have been stopped. The AOL account remains active on a free pricing plan. [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. Lead Paralegal

June 28, 2016Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated June 14, 2016 which was received in our office on the same day.Based on our review of [redacted]’s complaint, she is requesting 2nd factor authentication be removed from her email address.This...

letter is to inform you that a representative of our office has contacted [redacted] and resolved her issue to her satisfaction. 2nd factor authentication has been removed from her email address. 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 P. O. Box [redacted], Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J.

December 11, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated November 10, 2014, which was received in our office on November 14, 2014.Based on our review of [redacted]’s complaint, she states she is receiving collection notices related to an...

account she previously cancelled.This 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 $23.99 has been removed to reflect a zero balance. In addition; a goodwill refund of $287.88 has been issued to the method of payment. The account was converted to free on November 11, 2014 and will not incur any additional monthly membership fees. [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,Kathi TAgency Complaints

[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:
I tried calling the person back but couldn't reach the person. I left a message. The person called me again but I was already out of the country. I will not be back until Dec 31, 2015. Please have him call me after the new year. AOL's tactic is to sell their additional service. It is worst when I am traveling in China , access their service is very difficult because of the time differences. So 24x7 is only very basic service according to them. But sometimes when my account got locked out because AOL detected my login from China (which is legitimate), I had to wait till US offuce opens which is midnight in China. I had many unpleasant experience. Actually, I am still not getting some emails from friends in China. Very frustrating.
Regards,[redacted]

We have investigated the issues raised by Ms. [redacted] in your letter dated May 10, 2016, which was received in our office on May 16, 2016. Based on our review of Ms. [redacted]’ complaint, she states she experienced difficulty receiving assistance related to a technical issue. A representative of our office has contacted Ms. [redacted] and resolved her issue to her satisfaction. As a goodwill gesture AOL has waived 3 monthly membership fees. Ms. [redacted] has been provided 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 P. O. Box [redacted], Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter. Sincerely, Tara M. J[redacted] TMJ: KCF

We have investigated the issues raised by [redacted] in your letter dated February 8, 2016, which was received in our office on February 9, 2016.Based on our review of [redacted]’s complaint, she states she experienced difficulty accessing her AOL account.This letter is to inform you that a...

representative of our office has contacted [redacted] and resolved her issue to her satisfaction. We confirmed with [redacted] she was able to access her account. [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 *. JPlease see attached.ThanksKaren

Dear [redacted]We have investigated the issues raised by [redacted] in your letter dated April 11, 2015, which was received in our office on April 14,2015. Based on our review of [redacted]'s complaint; she states she is receiving collection notices from AOL and has not been able to cancel the...

service. This letter is to inform you that a representative of our office has contacted [redacted] and resolved her issue to her satisfaction. The AOL accounts in question have been cancelled per [redacted]'s request. The outstanding balance has been removed and collection efforts have been stopped. In addition; a refund of $83.97 was issued to the payment method on file. [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 [redacted]. Please include the AOL account number on all inquiries regarding this matter. Sincerely,Tara M. J[redacted]Lead Paralegal

October 6, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated September 11, 2014, which was received in our office on September 29, 2014.Based on our review of [redacted]’s complaint, she is requesting a refund for all charges incurred since AOL began...

offering a free service.Effective August 2, 2006, AOL began offering lower price plan and free account options to members who purchase Internet access from other Internet Service Providers. AOL issued press releases announcing this shift in strategy, which garnered extensive news coverage. AOL also undertook a broadcast notice program to its entire member base via log-on pop-up, web page, and e-mail, including e-mails to the Master Screen name of every AOL active account directing members to AOL Keyword: [redacted] to learn more about and take advantage of these options. Examples of these e-mails and pop-ups are included. In response to this notice program, more than 12 million members have converted their paid price plans to AOL’s free account option.After comparing features available on our various plans, some of our members have also selected another price plan that better suited their needs. For example, fewer features are offered for an AOL Basic or Free AOL Service account than for a Standard Unlimited AOL account. Below is a comparison:AOL Basic or Free Member Account Standard Unlimited Member Account• Email account (either an AOL.com screen name or a customized AOL® My eAddress)• The Buddy List® feature• Address Book• AOL software• Comprehensive safety and security protection• Parental Controls• Access to millions of online videos• AOL® Radio with 20 XM Satellite Radio channels• Email account (either an AOL.com screen name or a customized AOL® My eAddress) with unlimited e-mail storage• The Buddy List® feature• Address Book• AOL software• Comprehensive safety and security protection• Parental Controls• Access to millions of online videos• AOL® Radio with 70 XM Satellite Radio channels• Reliable and affordable AOL dial-up options as well as broadband options from major providers• Access to our 24/7 live customer service support (by phone, chat or email)• 50GB of online storage to back up your hard driveor store over 12,500 songs• Privacy Wall firewall with up to $10,000 of identity-theft insurance coverage• Premium Computer Checkup with up to $1,000 of PC insurance coverageIn order to register an AOL account, consumers must agree to AOL’s Terms of Service (TOS), which require – consistent with financial institution rules – notice of any billing discrepancies within 90 days after the discrepancy first appears on their account statement. AOL bills accounts based on their active status, the pricing plan selected by the member, and the billing information provided. Since there was no notice of any billing discrepancy, price plan change, cancellation, or free account conversion request until September 10, 2014, [redacted]’s paid Internet Service account remained active and thus continued to incur 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 financial institutions. Thus, a credit was issued in the amount of $143.94 was issued to the payment method on file. Please allow 3 to 5 days for processing. This is the maximum credit that will be issued. We apologize for any inconvenience; however, no further compensation is warranted.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 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 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]

July 10, 2015Dear [redacted]:We have investigated the issues raised by [redacted] your letter dated June 26, 2015, which was received in our office on July 6, 2015.Based on our review of [redacted]’s complaint; he is requesting a refund for pricing plan increases that occurred on his...

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 $122.50 has been issued to the payment method on file. 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.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. [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 [redacted] in your letter dated January 23, 2016, which was received in our office on the January 26, 2016.Based on our review of [redacted]’ complaint, he is experiencing a technical issue with the recent activity tab in his AOL mail settings.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 service have been issued on his account. 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.Please see attached.ThanksKaren