Cancellation of AOL internet query

gemstars

I have a friend in the following situation, any advice appreciated:

She decided to cancel her AOL internet late last year and called and did do.

She noticed that they're still taking payment so has just called up again. They say they've now cancelled it and given her a cancellation reference.

They said that they can see on her record that she did call to cancel and was put through to the cancellation department but the cancellation wasn't completed because she was cut off. She thought it had gone ahead and says the call ended, she wasn't cut off, although she wasn't given a cancellation reference.

My friend would like to get the money back that has been taken by DD between now and the first time she called to cancel. What's the likelihood of her being successful? If she has a case what would be her next step?

Thanks

Equaliser123

Biggest question is - was the internet actually cancelled (e.g. by transfer to another ISP) or not?

Widelats

I think it will be her word against theirs if they are going to be funny about it, if she has not had internet though for the amount of time that the DD has been taken then you could get refunded yes, but if AOL can prove she has used the internet in that time they will not likely refund it.

gemstars

Thank for replying.

The internet was not transferred, she's trying to cut down her costs so has stopped using it completely and they definately won't be able to prove she used it as it wasn't wireless and she accessed via her laptop which she gave to her brother the first time she cancelled so nobody could have been accessing it.

With this in mind could you suggest what her next step should be?

Widelats

gemstars wrote: »

Thank for replying.

The internet was not transferred, she's trying to cut down her costs so has stopped using it completely and they definately won't be able to prove she used it as it wasn't wireless and she accessed via her laptop which she gave to her brother the first time she cancelled so nobody could have been accessing it.

With this in mind could you suggest what her next step should be?

Personally i would explin that to AOL and also say that as far as she was concerned the cancellation had gone through, if that doesn't work i would try the CAB they will be more help.

HouseHuntr

gemstars wrote: »

I have a friend in the following situation, any advice appreciated:

She decided to cancel her AOL internet late last year and called and did do.

She noticed that they're still taking payment so has just called up again. They say they've now cancelled it and given her a cancellation reference.

They said that they can see on her record that she did call to cancel and was put through to the cancellation department but the cancellation wasn't completed because she was cut off. She thought it had gone ahead and says the call ended, she wasn't cut off, although she wasn't given a cancellation reference.

My friend would like to get the money back that has been taken by DD between now and the first time she called to cancel. What's the likelihood of her being successful? If she has a case what would be her next step?

Thanks

So it wasn't cancelled and AOL were still providing a service, but are you 100% sure she didn't access it during that time ? AOL can easily see for themselves regardless of where she logged in from and from what machine she used.

Obvious questions are why didn't she just cancel payment at her end rather than rely on AOL doing it and why has it taken her 4-5 months to notice?

gemstars

Thanks both,

I think I'll draft a letter to AOL for her to request the payments back and see how that goes. She said she hasn't accessed it at all apart from today when, as she'd noticed the payments, she went in to find out how to contact AOL's cancellation department.

She didn't notice as she's not very money savvy, definately not MSE material although I'm trying to teach her our ways She probably didn't even think about cancelling the DD.

If anyone else has first hand experience of something similar with AOL I'd be grateful for your input.