My unbelieveable AOL nightmare

Kavafy

I'm posting this as a warning to anyone thinking of getting involved with AOL and on the off-chance that anyone knows how to deal with this situation. Here's what happened:

• April 2008: I noticed my broadband connection wasn't working. I didn't get anywhere complaining to AOL, so, as I was out of contract, I ended up changing to NewNet. No problem: AOL gave me the MAC code, transfer went fine.

• August 2008: Suddenly, the connection stops working again. I called up the new ISP and got a huge shock: "Sorry, but you transferred back to AOL. You're not our customer any more!" What the...? I immediately called AOL and, after a long call, we worked out that AOL had indeed transferred me back to them WITHOUT PERMISSION. And they had started to bill me! I got my connection transferred back to NewNet (great service there, by the way), and AOL cancelled the "debt" in my name. I thought.

• March 2009: A "final demand" arrives on the doorstep from AOL for 4 months' worth of (non-existent) service. This is really adding insult to injury. I call them, have the bill cancelled (again) and get a cancellation number to make sure.

• May 2009: Another "final demand", but this time from a debt recovery agency - !!!?! I immediately call the agency, and am referred back to AOL. This time, I get a name from the staff member there, and go back to the agency with that name. So they agree to take the matter up with AOL.

My question is this: what should I do now? Suppose AOL make the same mistake again? Doesn't this amount to harrassment for money I don't owe them? To be honest, I'm a little frightened at the thought of dealing with a debt recovery agency, and I'm worried there will be consequences for my credit file.

Thanks all,

K

slimzee

Your current ISP can gives dates of when your current service went live.

Is the AOL office far from where you live? If its near by I would go down there and give them a bashing.

Call AOL again speak to a manager? write down name/times you talk to people.

Write to thier head office? Call Trading Standards helpline for advise.

macman

For starters I would be asking AOL for compensation for slamming me and for the temporary loss of service.
Don't have any dealings with the DCA, they're not interested in the rights and wrongs and they won't know anything about the circumstances, they just want your money. Tell them the debt is disputed and deal only with AOL.

soul619

u should also be demanding they remove the defaults they would have placed on ur credit file too as these can effect future an current jobs and ur ability to gain credit!

Kavafy

Many thanks to all!

Trading standards were very helpful, and I have now sent a written complaint to AOL's complaints team by recorded delivery. I also discovered that AOL are a member of the Communications & Internet Services Adjudication Scheme so I'll be contacting them too if I hear from the DCA again.

Best,

K

alison999

AOL are awful, Ive been with them for years and, since their customer service is zero I went to cancel a year or so back. I was told that I had RENEWED my contract with them, althought hat was not true I thought it was easier just to stick with them. (I had a lot going on at that time)

Im thinking of changing again but am dreading it since so many people have so many issues with them.