AOL broadband big cheaters

eagleeye

Cheated by AOL broadband
I don’t have faith on them as they forcefully changed my 12 month contract to 13 month. I had given them clear instructions to cancel my contract in November as per terms and conditions but today they told me all sort of lies for not cancelling the contract on 12th of December.They are charging me another £14.99 without any valid reason. I was told AOL is not a charity, so even my money is not from charity.They are really rude and my advice is not to trust them at all.

Please read in detail here:



Jackie O’Leary, Vice President of Member Services
c/o Member Services
POBOX 2401
BRISTOL
BS1 9WX


Sub: cheating by AOL cancellation customer services with mala fide intention.
(xxx-aol screen name)

I had joined the AOl on 5th December,2006 (activation date 12th December,06).I had contacted the customer services on 4th of November to give the advance cancellation notice and I told her clearly that I don’t want to keep it any more after 12th December as per terms and conditions of 12 month contract.Moreover, I was told that AOL does not operate a 30 day cancellation policy, so ring us back to reconfirm before 5th of December. When I rung back today to reconfirm the cancellation, I was told that AOL is still going to charge (5th December) by direct debit and was offered deals , etc. But your CS failed to resolve the query why AOL is charging me 13 payments for 12 month contract instead of 12 payments and why service will be disconnected on 12th of Jan instead of 12th of December as requested on 4th of November. Why I should pay for my contract until 12th Jan 2007 as this is not a 13 month contract.

Interestingly, I was told on 4th of December 07 by the cancellation services that I need to speak to billing in this regard and they ignored my requests to pass me to the complaints department number and lied to me that billing department deals with such issues. Later on billing department told me that this issue is for the cancellation and they have nothing to do with the cancellation or excess charges by the AOL.

This is extremely disgusting that AOL agents are involved in malpractices and I have lost the faith in AOL.

I will wait for your reply until 20th of December before approaching the Trading standards and the moneyclaim.gov.uk to get this 14.99 back .I was told by your adviser on 04/12/07 that AOL is not a charity that can offer cheaper packages like sky or O2,then why AOL is charging me 14.99 extra as even my money is not a charity.These people are really rude and dishonest. Even AOL agent didn’t even offer me to talk to supervisor and instead of that forwarded me to AOL billing queries with false intentions. I work full time and has to pay for the bills but don’t really want to pay for the services which are not required..



Kind regards

olly300

Eagleeye:
1. Cancel the Direct Debit with your bank in writing
2. Send a copy of the cancellation to AOL with a formal complaint to
Jackie O’Leary, Vice President of Member Services Office Member Services
PO BOX 2401
BRISTOL
BS1 9WX
3. If they take the money out of your bank account use the Direct Debit Guarantee with your bank to get the money back. (You have to do this in writing as some banks are awarkard about enforcing this.)
4. If AOL threaten you with debt collectors or say you owe them money take them to www.ispa.org.uk,

ridbar

Well I am at the end of my tether.

Having been a customer for many years (since 2001) I am now faced with possibly the worst customer service from any institution in the UK (aside from banks) and currently in the throes of pursuing a claim for overcharging, continuous lack of internet service (at times very sporadic - now almost 2 months without any connection whatsoever), high-rate 0870 charges to un-answered / un-helpful call centres and downright lies with regards to cancelling or trying to demand my MAC code. As I work full-time, I haven't had the time to check and notice further charges for TIME magazine subs which weren't ordered either.

Upon speaking to other customers the above traits seem to be common practice, with a number of friends also having been without connection for the past few weeks. In turn the bank won't cancel either, as AOL aren't billing through direct debit, but drawing direct from my account...

In the meantime, despite being still being billed by AOL, I am now with Virgin cable at £4.50/month (some £13.49 cheaper).

Therefore, I recommend that anybody thinks twice about dealing with this company, Talk Talk, Car Phone Warehouse or any of their affiliates !!!