AOL still charging me for an old account!?!?

cjcicco

Hi,

This is my first post and hoped that someone could help or let me know if this is a common problem.

Basically at the end of January I cancelled my AOL account as i'd been having problems with the service and transferred to BE broadband. I did this in the usual way of getting the code number to ensure a smooth transfer. Since signing up to BE my service from them has been great. This week I have been going through my bank statements and have noticed that AOL have continued to take money out of my bank account!!! Very annoyed at this.
I accept that I may have been liable for february as I was still with them for the first week or so but for March, April & May as well?? My internet banking has no way of cancelling this direct debit. I wasn't under contract anymore either. AOL customer service is dreadful and won't help with this issue. What is the best way to sort this out? I am really annoyed at still having to deal with AOL as I had enough problems when they were my ISP.

Hope someone could advise on what to do next.
Thanks.

Quentin

You say you "transferred" - was this via a MAC?

If so, you should have contacted AOL to confirm the MAC had been completed.

Get in touch with them to cancel now, otherwise this will just continue.

If your bank won't let you cancel, then it would seem this isn't a direct debit (as they can definitely be cancelled) that is being used to take the money?

cjcicco

Yes this was a MAC code and AOL were informed that I was cancelling my account...
Really annoying a big company like them continue to take my money for a service they aren't providing me. What is the best way to get my money back?

Quentin

Don't think it will be easy - they make it clear that asking for a MAC is not the same as cancelling, and you must get a cancellation code from them (after the MAC has completed).

(Or if they didn't, they will say they did!)

normanmark

cjcicco wrote: »

What is the best way to get my money back?

By speaking to them on the phone? If the person you speak to aren't giving you the answer you want then keep escalating to their manager/team leader.

You'll get more of a better response on getting your money back with the actual people who have you money, as opposed to us on a message board.

Good luck

cjcicco

If I needed a cancellation code why didn't they tell me this when I said I was cancelling???
Obviously I have tried calling (and will continue to) but the customer call centre in India is very unhelpful and it feels like they are reading from a script most of the time! I thought I'd ask on here to see it anyone had a similar situation.
I have a feeling I will have to go down the route of printing out proof of when my new ISP commenced and writing a letter to the UK HQ customer service stating my situation to get my money back and have account finally cancelled. My advice to anyone is to stay clear of AOL....

normanmark

A letter of your new ISP commencing service does not constitute a cancellation with an old provider, neither does asking for your MAC constitute a cancellation.

Sorry but i get tired of hearing the 'Call centre in India' excuse. Majority of them are actually proficient in English & understand 'Could you pass me to your manager' or better still 'Could you put me through to an English Call centre'.

If you're determined enough to get a resolution on the phone then you'll have no problems in doing so.

cjcicco

I actually told AOL customer service I was cancelling my account that is why I am annoyed! I was obviously foolish in not carefully checking my statements earlier. Naively I assumed that when you ask your account to be cancelled it would be!
My annoyance is not with the Indian call centre but with AOL........

normanmark

Always double up a cancellation on the phone with a recorded letter to inform them of this.

Quentin

cjcicco wrote: »

I actually told AOL customer service I was cancelling my account .......

Earlier you said you asked for a MAC.

Asking (and getting) a MAC isn't the same as cancelling with AOL. (Even when discussed in the same conversation).

If you don't confirm that the MAC has been used, then they assume it hasn't and continue the contract.

PaulK_3

Most ISPs / other service providers have a cancellation procedure that you must follow if you want things to end smoothly. If you follow the guidelines and it still does not get cancelled then you take your proof (recorded delivery information, copy of letter etc) to OFCOM and complain.