I am writing to tell you about the very poor "service" I have experienced since I made the first call to AOL.

First, I called and explained I had tried to use a disk I received in the mail to install the software and I was having trouble with the CD drive and could I be sent a floppy disk instead. The person assured me this was possible and signed me up meanwhile. I never received a floppy disk. Some time later, I received a CD instead. By this time, I have installed another ISP and assumed nothing more would happen with AOL since I never installed or signed on.

Then on 11/4, $23.90 was withdrawn from my bank account to pay for the "service" I have never used. I called immediately and asked that the account be cancelled and my money returned. After a lot of urging and free offers to continue with AOL, I was told the cancellation was done and on 11/12, the amount of $23.90 was credited to my account. I thought that was the end of AOL. Then on 12/4, I discover another $23.90 has been taken out. When I called the CSR, first told me I could not have my money back and I should have a cancellation number if it had really been cancelled. Obviously the first person who said they cancelled it never gave me a cancellation number and I couldn't know there was such a thing.

After some discussion during which I was quite annoyed at the loss of my money and time, the CSR agreed to cancel the account and return my money. If it takes the same time as in November, It will be a week before I see that money in my account. Unfortunately, I don't have a lot of money and I intended to buy a tank of gas and now will have to borrow the money. This is all due to their error-primarily the person I spoke to in November who did not cancel my account. It has taken me an hour away from my job to resolve this (hopefully it is resolved). None of this was my fault. I am out time and money due to their poor business practice. I think a personal apology, including an explanation that steps will be taken to see this does not happen to anyone again is in order. Since they do not send responses, I will just have to fume. And I will make a point of telling my friends, family and associates what happened.