Complaint to AOL subscriptions

GhostHunter_3

Hello

I need some advice for trying to get my money back from AOL.

I moved from a house where we had AOL dial up for many years into a caravan that had no landlines.
To keep my internet connection I purchased a 3G Datacard from Orange mobile and surfed wirelessly and happily.

Prior to moving I contacted AOL by phone and asked them to cancel my account, explaining I couldnt access their software or use keywords as I hadnt installed it in the new laptop I acquired as it wouldnt be any good wirelessly.

Basically I requested cancelation back in October 2004, however on checking old Direct Debit statements from the bank AOL had obviously just given me 2 months free subscription as my information showed that from December 2004 AOL have been charging me the full £15.99 dial up fee!

I went in and asked my bank today (October 2006) to confirm this and they gave me a printout showing the AOL Direct Debit still active :eek:

AOL have taken 25 months worth of subscriptions from me at £15.99 per month and my subscription hasnt been cancelled.

I know it may be my fault in some respects for not going to the bank in the beginning to check cancelation but I received a last email from AOL confirming they were terminating my account with immediate effect back in September 2004, however what they have clearly done is fobbed me off with 2 months free subscription hoping I would change my mind. Needless to say without the software I cannot access that saved email and find the proof of cancellation confirmation. I have tried via the AOL website but all my saved emails have vanished even though I can access the basic website and log in from there.

Can anyone help? Does anyone know where I can find some draft letters for writing such complaints or how I can go about trying to get some refund?

By the way were now on Broad Band via Tesco as we moved into a bungalow 4 months ago and connected last month.
Thanks

Heddwen

Edinburghlass_2

There is a thread about complaint letters here

http://forums.moneysavingexpert.com/showthread.html?t=63987

however as you have continued paying this amount without complaining until now I think you may have difficulty getting AOL to assume all responsibility.

GhostHunter_3

Hi

I am not expecting a full refund but if they will admit its half their fault and give me something back with an apology I will accept.

Long shot I know but worth a go considering their going to become Carphone Warehouse who dont have happy customers anyway!

Thanks for the help

Heddwen

Edinburghlass_2

According to a previous post in February you knew you were still with AOL then and agreed to pay them £3 a month so perhaps you can claim back the extra money you have paid them from then?

GhostHunter_3

Hi

Can anyone advise me as to what to do please?

I noticed an unrecognised DD coming out of my account this week so went to the bank who told me it was AOL dial up subscription at £15.99 per month.

:mad: I phoned AOL helpline and cancelled AOL back last November 2005 as we didnt have a telephone line anymore and requested they cancelled my subscription alltogether as I didnt even have a computer with their software on it. I connected via a 3G datacard from Orange that plugs into the side of the laptop and acts wirelessly using a SIM card.

They (AOL) said they could still provide 'third party broadband connection' at just £3.00 per month to which I refused. They then told me they would give me a month free access to allow me to think about it! I said all I wanted was my subscripton with AOL cancelled completely.

I received an email from AOL member sevices (which I have a printed copy of) dated November 2005 in which AOL say they are delighted I have decided to continue as a valued member of AOL services.

There was also a second email explaining how to set up third party connection.

I rang AOL back and told them I wanted to cancel my subscription alltogether and explained about the previous call and emails I received. They said they would deal with it.

I noticed that the direct debit for November 2005 did not go through so thought they had done as I asked. I did not hear nor think anymore of them until this week when to my :eek: I discovered I have still been paying them my dial up fee for the past year!!

Can anyone tell me how to approach a refund and complaints letter if I have any rights??!

Thanks

Quentin

Contact your bank.

The DD guarantee should cover this, but I don't know how long you get to tell them about errors - if I read your post correctly, you have been paying them (no doubt in ignorance) happily for around a year.

GhostHunter_3

Well funny you should say that as it was in ignorance as none of my bank statements show a payment to AOL.

Back in February I was aware that they were still taking payments thats when I rang them again to halt everything!

I requested cancelation back in October 2004 I dont recall saying that I knew from February that I was still paying £3 a month but im sure someone will prove me wrong ignorance is bliss lol.

All I asked for was help with a complaints letter template.

Thanks

Quentin

Don't think you'll need to write.

Contact your Bank and they'll sort it via the DD guarantee scheme.

If you ask them they can credit your account immediately whilst they reclain the money from AOL.

oldnick

Your bank will almost certainly tell you you need to sort it out with AOL.

Make sure that you demand they credit your account under the DD guarantee scheme as the DD was not authorised by you.

My bank (Yorkshire Bank) refused to honour the DD guarantee until I went in and started asking loudly if it wasn't fraud to promise something and then try and wriggle out of it. The whole queue were in stitches!

They did honour it and credited the £320 that had been claimed. 7 days later I got a letter telling me they were closing my account!

travel_freak

GhostHunter wrote:

Hi

:mad: I phoned AOL helpline and cancelled AOL back last November 2005 as we didnt have a telephone line anymore and requested they cancelled my subscription alltogether as I didnt even have a computer with their software on it. I connected via a 3G datacard from Orange that plugs into the side of the laptop and acts wirelessly using a SIM card.

Hi Ghosthunter

I wish you well with getting your refund from AOL. I think others have advised well that an approach to your bank under the DD guarantee may be the best way forward.

I know it's off the topic of your post but I was interested to read about how you connect to the internet via a 3G datacard. I've had AOL dial up for ages but now also have a laptop and want to be able to use the laptop online from wherever I am. I'm fairly clueless when it comes to these things but wonder whether the type of card you have might be the answer to my problems. Just wondering if you'd mind telling me how reliable you find the connection with the 3G datacard and what costs are involved for its purchase and any monthly fee?

Many thanks and good luck with the refund.

Regards,