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AOL-What to do?
MissSunshine
Posts: 445 Forumite
I've recently moved into this property and tried to order AOL Silver online, but couldn't as I found out from BT that there was a line sharing device.
I phoned AOL end of August and was told if I placed my order with them over the telephone they would sort out the dax system with BT Wholesale. I received a letter confirming my order a few days later.
13th September still hadn't received the wireless modem so phoned AOL to be told there was no record of my order even though I'd received the order confirmation. They could also see that the line sharing device had been removed so I could place another order for Broadband, but I would have to wait another 10-14 days.
I then spoke to a supervisor and he agreed for my inconvenience that I could have the first month of AOL silver free and the first payment wouldn't be taken until end of October.
30th September AOL take the 1st payment. I phoned them to see why they'd taken the money and spoke to somebody who just kept repeating that payment had been made on 30/9, he couldn't grasp that payment shouldn't have been taken, so I asked for a supervisor.
I explained my conversation to named supervisor on 13/9 and guess what there was no record of my free broadband month.
I managed to get the 2nd Supervisor to also agree to waive one month's charges, but she explained they can't refund the DD taken 30/9, she would alter the payment schedule so that there would not be a DD taken at the end of this month, next payment would be end of November.
Named supervisor assured me she was putting it through, but nearly a week later when I check keyword billing my schedule still shows that the next payment is due 30/10.
I don't really want to phone them again on 0870, so I was wondering what I should do, what would happen if I cancel my DD for October?
I phoned AOL end of August and was told if I placed my order with them over the telephone they would sort out the dax system with BT Wholesale. I received a letter confirming my order a few days later.
13th September still hadn't received the wireless modem so phoned AOL to be told there was no record of my order even though I'd received the order confirmation. They could also see that the line sharing device had been removed so I could place another order for Broadband, but I would have to wait another 10-14 days.
I then spoke to a supervisor and he agreed for my inconvenience that I could have the first month of AOL silver free and the first payment wouldn't be taken until end of October.
30th September AOL take the 1st payment. I phoned them to see why they'd taken the money and spoke to somebody who just kept repeating that payment had been made on 30/9, he couldn't grasp that payment shouldn't have been taken, so I asked for a supervisor.
I explained my conversation to named supervisor on 13/9 and guess what there was no record of my free broadband month.
I managed to get the 2nd Supervisor to also agree to waive one month's charges, but she explained they can't refund the DD taken 30/9, she would alter the payment schedule so that there would not be a DD taken at the end of this month, next payment would be end of November.
Named supervisor assured me she was putting it through, but nearly a week later when I check keyword billing my schedule still shows that the next payment is due 30/10.
I don't really want to phone them again on 0870, so I was wondering what I should do, what would happen if I cancel my DD for October?
0
Comments
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Firstly don't use the 0870 number 0117 9191100 gets you through to exactly the same queuing nightmare!
Personally I'd cancel the DD and after the relevant date set it up again. It might be a blip on their system but to be honest after the load of dung they've fobbed me off with over the last couple of weeks I wouldn't trust them to read their own screens properly, let alone input something like that correctly.
(You might guess I'm not their happiest customer at present, hence finding a number I can use more frequently!)Adventure before Dementia!0 -
nother free phone number is 0800 27967710
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