AOL - Final Demands for a service we no longer have!

Charl__x

Hi all.

This is so frustrating, hope someone can help. I've been on the phone to AO-Hell all day (Indian call centre) and 9 out of 10 times their customer services agents have cut me off! All of the other times I have been called a liar.

We cancelled their service back in August and migrated over to o2 BB. In November (4 months down the line) we had phone calls from AOL demanding for payment around £50ish. I argued the case that we were no longer customers - they apologised for the inconvenience and waived the fee and fully cancelled the account (something they stated I had not done)

Anyway, this week I recieve a Final Demand letter from them (although this isnt the final letter, but the 1st letter we have ever had off them since leaving!) saying we now owe £119! :eek: Eventhough we were told in Nov everything had been cancelled. Been on the phone to them all day - and the one person I spoke to called me a liar and said I had not called AOL at all in the last 12months. What a joke, how can they lie like this?

The next agent admitted that there were notes on the system to show I had called them, and the guy in November actually made an error and forgot to put the canellation through properly - so he kindly reduced the fee from £119 to £44. Although the guy in November said he would waive all fees.

So what can I do? I dont know how they can get away with this? They are threatening legal action and marks against my credit score - this isnt my fault though, and every time we ask to speak to a supervisor they cut us off!

What can I do about this?

NOVASTAR

We had a similar situation when we switched from Tiscali! Luckily we had kept all the correspondence that had been sent to and fro so I finally wrote a letter to them with copies of the letters they had sent to us to acknowledge that we had cancelled their service with them.
I found that it was much better to send a letter and demand an explanation as to how they figured we owed them monies as I too got nowhere by speaking to anyone in their call centre!
We did get a prompt reply and apology.
Good luck!!

Charl__x

Hi again... thankfully this is going to be a short thread! The issue is sorted..

After another few calls to AOL (and being disconnected) we decided to call the Sales team, thinking they may be more helpful.. which they were. Put me through to one of their management called Trina who agreed to settle all fees, on the basis that it WAS their mistake, and the agent in November HAD put a note on the system to clear it but had FORGOT. Completely different info to what I had received earlier in the day where several agents were telling me there was no recollection of my calls. One finally admitted that I had made calls to AOL, but denied there being notes on the system to confirm the fee settlement, which Trina later confirmed did exist.

Just checked the AOL online billing and the fee has changed from £119 to£0.00.

So just a warning to people... AOL tell a lot of porky pies! If you have any correspondance with them regarding important issues, such as account cancellation, take the agent's name. AOL do not record their calls, so conviniently you cannot request them to go back through and find the call to prove that you did cancel. So be warned... try and get as much proof as you can when dealing with these lot!

sparkling_butterfly

Aol have done exactly the same thing to me. Has anyone paid?? They originally said I owed 79.96 and then when i spoke to her on the phone she conveniently added 20.00 on top. They have made me set up a direct debit cos they reckon they can't accept my card.

I cancelled months and months and months and months ago but this has not been recorded on their system. How convenient. Is there anything I can do cos Im not happy about paying for a service I have not had for months.

:mad:

sparkling_butterfly

who do I send my letter to? thanks.