AOL overcharging

gargans

I converted my AOL account to Broadband some years ago. However recently I decided to cancel my account in favour of a new provider. In doing so I learned that AOL had two accounts set up for me to the same Telephone number.
AOL advised me that this should not have been possible - it is only possible to have one main account per telephone line.
The reason I hadn't spotted this is because one bill went to my current account, and one went to my credit card. As I never had the statements side by side, when I saw the debit, I assumed that was right because I knew I had an AOL account, but never realised I was paying twice.
When I tried to get my money back which @ £29 for 3 years is significant, AOL advised they would not refund more that 6 months worth, even though the second account had never been used.
Can this be right, what recourse do I have?
Does anyone know?

normanmark

Send them a letter in writing & contest the payments, make sure you include all account references with them for evidence

mrJ_5

considering that AOL aren't paying BT Wholesale anything for the 2nd broadband line - since you already have one.... AOL are making a pure £29 a month profit from you

I would still contest this.... as they should surely have a system in place which tells them that you have 2 accounts, to stop this sort of thing happening

gargans

when i first discovered the over payment, they refunded me 6 months worth, and said that was as far as he could go, to get more I would need to contact the vice president of member services. It was her that said she would go no further.
I don't know where i stand though, can i demand repayment, am I entitled to it. It just doesn;t seem fair, but unlike Financial matters, I don't have the likes of an ombudsman to complain to.

mrJ_5

You probably need to now speak to either trading standards, or, more likely ofcom

alikat_3

I'm sure you can, in the same way a company can come after you for a debt for 7 years, you can too. I'd also make it clear that if you take it to County Court, interest & costs will be added. & as said above put it in writing, sent recorded & make it clear that you never gave permission for this money to be taken twice & as so they are obliged to refund you. It might also be worth seeing if your bank/credit card can do a charge back, although I don't know if time limits apply to charge backs, I'm sure someone here will know though.

alikat_3

I really would not let this go, they owe you alot of money which you are perfectly entitled too, you changed from one plan to another as is the norm & charging you twice was where they went wrong, not you as they never were given permission to take money by you twice.

Try freephone number on 0800 376 7444 again before writing & don't be put off, they are wrong & you are right.

navid_2

gargans wrote:

I converted my AOL account to Broadband some years ago. However recently I decided to cancel my account in favour of a new provider. In doing so I learned that AOL had two accounts set up for me to the same Telephone number.
AOL advised me that this should not have been possible - it is only possible to have one main account per telephone line.
The reason I hadn't spotted this is because one bill went to my current account, and one went to my credit card. As I never had the statements side by side, when I saw the debit, I assumed that was right because I knew I had an AOL account, but never realised I was paying twice.
When I tried to get my money back which @ £29 for 3 years is significant, AOL advised they would not refund more that 6 months worth, even though the second account had never been used.
Can this be right, what recourse do I have?
Does anyone know?

Hi!
I think you can claim the money back from your bank by thier direct debit guarantee. Please visit the following URL for more info
http://www.financial-ombudsman.org.uk/publications/ombudsman-news/27/27-directdebit-guarantee.htm
Hope it will help!
Regards

gargans

thank you all for your posts.
I chased them again and they came back with an offer of half, of which was split between cash and account credit. I chased once more mentioning some of your suggestions, together with some suggestions mentioned by a colleague who knew a little more of how BT charge back the likes of AOL.
This seemed to do it, and a commitment to a full refund, I will cheer from the mountain tops when the credit hits my account.

thanks again

paul_h

I assume this happened because AOL opened a new account for you and converted your old dial up account to broadband too. The attempt to set up a second ADSL service tag on your line would have been refused or would have cancelled the first request - AOL would have been notified of this, yet they continued to take your duplicate payments.

The fact that you have only just noticed this now is irrelevant. I would say that AOL were completely at fault here, and for them to offer anything but a full refund is apalling. I would argue that that they also owe you interest on the sum of money they have taken from you.