AOL Cancelled

mermaid85

I've seen that a few other people have had problems following on from cancelling with AOL, but nothing since 2008 so wondering if someone can help.

I transferred to Plusnet using Mac code, from 1st July 09. Checking bank statements, AOL have continued to take payments, although I called them to confirm the date I was cancelling from. They have advised that unless I can provide a cancellation ref, they won't refund, although they can see from their records that they have not been by supplier for that time. Is this legal? I know I wrote down the ref, I have a notebook I keep all call notes in but can't find it at the moment!!!

The fact that they have confirmed that they KNOW I haven't been their customer for all this time, yet still charging me £19.99 a month is what I don't get, and also claiming they have no record of my call to them to cancel... how many people would keep a cancellation ref for 6 months?

mrJ_5

Did you call them after you migrated, to check that they cancelled your account? There's no point telling them that you would be gone be X date because you could cancel the migration or a problem could happen.

Always best to check after migrating . . .

del1001

mermaid85 wrote: »

They have advised that unless I can provide a cancellation ref, they won't refund, although they can see from their records that they have not been by supplier for that time. Is this legal? I know I wrote down the ref, I have a notebook I keep all call notes in but can't find it at the moment!!

I really think a good look round for that notebook is in order, it would solve your problem straight away, what you are looking for is a four figure code number that AOL would have given you when you cancelled.

AOL will have a record of it on your file, it's getting them to admit it, have you tried contacting them via "live chat" online, if you can get them to admit to knowing the code number on there you'll then have it in writing!

Scudlink

del1001 wrote: »

... have you tried contacting them via "live chat" online...

Where have you been? AOL scrapped their Live help service ages ago!

syko29793

mermaid85 wrote: »

I've seen that a few other people have had problems following on from cancelling with AOL, but nothing since 2008 so wondering if someone can help.

I transferred to Plusnet using Mac code, from 1st July 09. Checking bank statements, AOL have continued to take payments, although I called them to confirm the date I was cancelling from. They have advised that unless I can provide a cancellation ref, they won't refund, although they can see from their records that they have not been by supplier for that time. Is this legal? I know I wrote down the ref, I have a notebook I keep all call notes in but can't find it at the moment!!!

The fact that they have confirmed that they KNOW I haven't been their customer for all this time, yet still charging me £19.99 a month is what I don't get, and also claiming they have no record of my call to them to cancel... how many people would keep a cancellation ref for 6 months?

They must be aware you switched as you got a MAC from them.

Only AOL can give you the MAC so they must have a record showing you called as you cant switch without calling them.

Id keep at it you are in the right here.

mrtom21

You got an advisor who is not trained well enough to deal with your issue.

Your broadband would be disconnected on their system that shows active broadband.. But the billing lines under their billing system would not have been removed correctly. The advisor has looked at the billing system and assumed that meant active broadband. They have no choice but to backdate your payments from the point your new provider set up and they ceased.

I would forward a letter to AOL showing a copy of your bill from your new provider and also AOL bills explaining that AOL do not actually provide a connection they are instead just billing you as if they do. I work in a call centre for a telecoms company where this can happen from time to time when a MAC code is used. The advisor/s clearly need better training and you should not accept anything less than a full refund. Talk to a manager if you have to.

Regards

del1001

Scudlink wrote: »

Where have you been? AOL scrapped their Live help service ages ago!

Mmmm, actually I've been with O2 for the last 18 months, but it was less than that when I last used live help, so it's not really ages ago, AOL were insisting that my account was still live so I was still able to log-in.

Have AOL not replaced live help with a similar system?, it certainly worked for me at the time as I had a similar problem with AOL to the OP, I managed to get their agent to confirm in writing that a cancellation code had been generated.