AOL renewed contract when we specifically told them not to

pippilightshow

So, my mam and I have been trying to leave AOL for a couple of months now after they renewed our contract when my mam said over the phone that she did not wish for the contract to be renewed because we would be moving to Sky.

We moved to sky and have received letters from AOL with final demand fees and they are expecting us to pay over £200 to get out of the contract which was not agreed to in the first place.

We have also changed our phone line so the number linked with the AOL account doesn't even exist anymore and we have a new number through sky talk.

Literally at the end of our tethers on this issue and can't seem to find any decent answers, someone please help!!!!

penrhyn

Did you request a MAC from AOL?

bod1467

pippilightshow wrote: »

We have also changed our phone line so the number linked with the AOL account doesn't even exist anymore and we have a new number through sky talk.

That would suggest a MAC wasn't used, otherwise the number would have migrated for the Sky line. Unless of course OP was actually on TalkTalk LLU ... TT took over AOL quite some time ago.

That said, the position regarding the contract is a separate matter. OP's Mam (or whomsoever held the AOL contract) can raise a Subject Access Request (SAR) on AOL and request all details they hold about them and their contract - including any phone recordings. (AOL can charge a maximum of £10 to provide this info, and I believe they have up to 40 days to do so). This should prove that AOL were advised that NO contract extension was being agreed to.

Buzby

BB does not use a phone number to identify the line used - it pretty much the same way a website login and password can use an email address you never access.

A SAR will not generate phone recordings, simply the narrative from the customer service system - so if this does not confirm you wanted to leave, it will not help you resolve the issue.

From what you say, she did NOT terminate her arrangement, simply provided information that she'd be 'switching to Sky'. This is not adequate notice - and she would need to give notice of wanting to leave.

That said, AOL contracts do not end, so if they reimposed a years minimum term, they would need to have provided some additional service to justify the change. If they have not, then I'd certainly enquire as to what incentive they provided to her to stay!

bod1467

Buzby wrote: »

A SAR will not generate phone recordings

Yes it will - if you specifically request such and they have copies (Which they most likely will). Recordings of phone calls are classed as identifiable data under DPA and as such must be released on a SAR request. Failure to do so is a criminal offence.