We'd like to remind Forumites to please avoid political debate on the Forum. This is to keep it a safe and useful space for MoneySaving discussions. Threads that are - or become - political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
AOL help - wanting me to pay for service not received !

jtb2412
Posts: 1,782 Forumite
Apologies but this is going to be a bit long in the tooth
.
In February last year, we received a call from AOL asking us if we would like a free upgrade to our broadband speed (fastest) for no extra cost. Obviously we replied yes and thought no more about it. I do remember them saying something about being tied in for 18 months which was ok with us.
In November we then received another call asking us if we wanted a free upgrade to the fastest speed. We told the rep we thought we were on the fastest speed as we'd had a call offering us it in Feb. He apologised and said that we hadn't been upgraded. Suffice to say we were shocked and not impressed and the sales rep said he would look into it for us and call us back. We were obviously not happy as we were under the impression we had the fastest speed but apparently not ! At no time did he call us back with an explanation nor were we notified of any upgrade (via email, telephone or letter).
Just before Xmas we decided to change our internet provider from AOL to Sky. We applied for Sky online and everything went through ok. During the process Sky asked us to get a MAC code from AOL. So, we rang AOL and asked them but they told us the lines were busy and we would have to ring back another time. I've since been told they are 'famous' for not giving out these MAC codes so that you can change provider :mad:. Sky even told me they've had problems with AOL customers getting MAC codes on lots of occasions lately.
We called a further 5 times, to be told the same thing time after time (too busy and to ring back). We had also said to them during the phone calls that we wanted to cancel. Again we were told to call back as the cancellations dept were too busy (1 hour wait :eek:!!) During one phonecall we asked to speak to a supervisor (totally fed up !) - again we were told too busy and to ring back. By this time we were getting a bit annoyed at having to hang on the phone (costing us money!) so I rang Sky up and they told me I was on a new line and didn't need a MAC code. So I left it and everything was transferred over to Sky.
We then get a phone call this evening from a very rude call centre member of staff telling us we owe £14.99 for this month's fee (due to them not receiving 1 month's cancellation notice) and £70 for the rest of the contract period.
We obviously argued and explained that we had been misled as we were not put on the fastest speed back in Feb and that they hadn't kept to their part of the contract so it was null and void. How can they expect us to enter into an 18 month contract when they don't fulfill their part of it?? We also told them that on several occasions we'd tried to ring to cancel but were told to ring back time after time.
She then put us on hold and came back and said they'd had no record of us ringing. Now I have an itemised BT bill here with all the phonecalls we made to them (totalling 47 minutes) on several different dates. Again explained this to the rep but she was totally incoherent and didn't seem to understand our argument. They've now said they'll get the debt collection agency to contact us :mad:.
Has anyone else had any experience of this? I've only just started to rebuild my credit rating and really don't want a strike against us. If it comes to it i'll pay the £85 quid and be done with it but I'm really thinking they're trying to pull a fast one here.
I'm also going to ask them to release all conversations held with us - although I doubt they will actually have the ones that have mattered !
Any advice would be very much appreciated.
TIA :beer:

In February last year, we received a call from AOL asking us if we would like a free upgrade to our broadband speed (fastest) for no extra cost. Obviously we replied yes and thought no more about it. I do remember them saying something about being tied in for 18 months which was ok with us.
In November we then received another call asking us if we wanted a free upgrade to the fastest speed. We told the rep we thought we were on the fastest speed as we'd had a call offering us it in Feb. He apologised and said that we hadn't been upgraded. Suffice to say we were shocked and not impressed and the sales rep said he would look into it for us and call us back. We were obviously not happy as we were under the impression we had the fastest speed but apparently not ! At no time did he call us back with an explanation nor were we notified of any upgrade (via email, telephone or letter).
Just before Xmas we decided to change our internet provider from AOL to Sky. We applied for Sky online and everything went through ok. During the process Sky asked us to get a MAC code from AOL. So, we rang AOL and asked them but they told us the lines were busy and we would have to ring back another time. I've since been told they are 'famous' for not giving out these MAC codes so that you can change provider :mad:. Sky even told me they've had problems with AOL customers getting MAC codes on lots of occasions lately.
We called a further 5 times, to be told the same thing time after time (too busy and to ring back). We had also said to them during the phone calls that we wanted to cancel. Again we were told to call back as the cancellations dept were too busy (1 hour wait :eek:!!) During one phonecall we asked to speak to a supervisor (totally fed up !) - again we were told too busy and to ring back. By this time we were getting a bit annoyed at having to hang on the phone (costing us money!) so I rang Sky up and they told me I was on a new line and didn't need a MAC code. So I left it and everything was transferred over to Sky.
We then get a phone call this evening from a very rude call centre member of staff telling us we owe £14.99 for this month's fee (due to them not receiving 1 month's cancellation notice) and £70 for the rest of the contract period.
We obviously argued and explained that we had been misled as we were not put on the fastest speed back in Feb and that they hadn't kept to their part of the contract so it was null and void. How can they expect us to enter into an 18 month contract when they don't fulfill their part of it?? We also told them that on several occasions we'd tried to ring to cancel but were told to ring back time after time.
She then put us on hold and came back and said they'd had no record of us ringing. Now I have an itemised BT bill here with all the phonecalls we made to them (totalling 47 minutes) on several different dates. Again explained this to the rep but she was totally incoherent and didn't seem to understand our argument. They've now said they'll get the debt collection agency to contact us :mad:.
Has anyone else had any experience of this? I've only just started to rebuild my credit rating and really don't want a strike against us. If it comes to it i'll pay the £85 quid and be done with it but I'm really thinking they're trying to pull a fast one here.
I'm also going to ask them to release all conversations held with us - although I doubt they will actually have the ones that have mattered !
Any advice would be very much appreciated.
TIA :beer:
:jWeight loss to date 1st 11.5lb :j
0
This discussion has been closed.
Confirm your email address to Create Threads and Reply

Categories
- All Categories
- 348.2K Banking & Borrowing
- 252.1K Reduce Debt & Boost Income
- 452.3K Spending & Discounts
- 240.7K Work, Benefits & Business
- 616.9K Mortgages, Homes & Bills
- 175.6K Life & Family
- 253.9K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 15.1K Coronavirus Support Boards