Please help. AOL broadband

NettyJD

My late grandma had been paying for her broadband service to AOL for over 5 years before passing away last month. 5 years ago she and my grandad actually switched broadband provider to BT,, however AOL continued take payment. On sorting out her estate, AOL told my grandfather that my grandmother never canceled the agreement and is not entitled to a refund. Obviously, my grandmother is no longer here to confirm either way. Is this right?

I have no idea how broadband works. Would AOL not see that they had not been providing any service at all?

TIA

macman

How did she switch to BT? Did she use a MAC? If not it's perfectly possible that AOL continued to bill her, as she may not have cancelled the AOL service-and clearly never cancelled the DD or checked her statements unfortunately.
It's not necessary to use the service to be legitimately billed for it.

NettyJD

She didn't use a Mac, no. Such a shame. She's been paying 19 pounds a month for 5 years. That's over a thousand pounds for a now, single pensioner.

kazwookie

I'd write to aol, and point out the facts, and play on their better nature and see if you can get a refund.

forgotmyname

You can still access AOL software from another provider though. They used to think of themselves as a content provider not an ISP.

But they got bought out by carphonewarehouse and it all went downhill from there.

So maybe thats why payment was still being taken. But if the grandma had pushed they would have allowed access for free.

I have several AOL accounts all still working and dont pay a penny.

rwalton159

NettyJD, I have sent you a PM

mattyprice4004

NettyJD wrote: »

She didn't use a Mac, no. Such a shame. She's been paying 19 pounds a month for 5 years. That's over a thousand pounds for a now, single pensioner.

She should have called AOL to cancel - it'll be in the terms and conditions that she has to call and provide some notice to cancel (not just tell another supplier she wants BB from them now).

macman

As above-did she actually cancel (or ask to cancel) AOL, and if so does she have anything in writing to support that?

NettyJD

Hi macman, unfortunately she died last month, so we don't know. Just a Shane for my grandad if he can't get a refund.

macman

Is there possibly some paper work remaining-maybe a letter from AOL confirming the cancellation request?

mattyprice4004

NettyJD wrote: »

Hi macman, unfortunately she died last month, so we don't know. Just a Shane for my grandad if he can't get a refund.

See my post above which you seem to have missed - she will have to have given notice. If she did, they'd have a copy on their systems.