Megan of Evergreen CO writes (3/8/02):
I made a request to cancel AOL service January 3 at the end of my free 6-month trial via fax (912-267-5044). This was the number I was provided with from customer support. I called concerning an unauthorized charge to my account for 47.80; I have never received a bill.

I have not used AOL service since Feb. 12. I called cancellation and spoke with Rana, who is incredibly rude, and continually interrupted and yelled that I wasn't listening. I was simply asking what I was billed for since I have not used service since Feb. 12. His response was "you are not listening I have explained this 4 times, your BILL states” then I had to explain to him again, I never received a bill, this was an unauthorized charge to my account.

I simply want to be credited for the time AOL was not in use, since I did make a request for cancellation and was not processed. Rana then told me I would be charged again for March. I told him I will dispute this with my bank, and his reply was " they will not listen to you” I thought customer support, was to support the customer. Not to dehumanize and belittle the customer.

Stephen of Newton NC (3/5/02):
I called AOL to cancel service on Dec 13, 2001. I was given 2 free months of service to stay with them, the reason I was canceling is that in our area there is only one local access number and you can never get thru to connect so I didn't see any reason to pay for a service that you could not use.

So I decided since they were giving me a couple of free months I would take it, then on Feb 13 I called to cancel again before there was any billing and this time I spoke to a man named Tony who again offered me free service until May 13. So again I decided to take it, then on Feb 16 I received an email stating that they would be debiting my checking account this month, so I immediately called them and spoke to Eric who assured me there was not going to be any funds debited from my checking account.

WELL on Feb 27 they debited $28.90 which caused a $30.00 NSF charge to my account. I never keep extra monies in the account. I called them again and spoke to Shirley who checked the file and said that when Tony gave us the free months he did not post it to the account so we were debited. When I asked her how do we get the credit back she said she was unable to do so, she said she could give me a free month. I don't want another free month when I already have free service until May.

lynn of Monroeville IN (2/3/02):
I Cancelled our service with AOL in May of 2001. I watched our credit card bill for 2 months after to make sure it had been cancelled. In August the AOL began billing again only at 12.95/month rather than the 21.95 the previous months. I did not find out I was being billed again until the beginning of Nov. because my husband pays that bill.

As soon as I noticed I called AOL and was informed very rudely that I had reactivated my account on June 8. I had been charged for 3 months and they would credit my account for 1 month but that was all. I called several times later was told I could have another month credited. But that never happened. I fought with this company on the phone several times. I was told I needed to take some responsibility for the bill, that is why I would never see anymore credited to my account. In the meantime of fighting with them on the phone, they charged me for another month. I finally got tired of their arrogance and rudeness and turned it over to my credit card company.

Sabina of Gardena CA (2/3/02):
I have received a bill from AOL for $23.90, when I have not subscribed or installed AOL in my computer. We have a 3 year contract with MSN, which will expire in August 2002. When we called AOL regarding this, they told us that someone has given my credit card number to set up account with AOL. I received the bill from AOL at my residence address. But all my credit card billing address was at a P.O. Box. I called three times and talked to Jane, Rachael and Michelle. They transferred me to their fraud department. But after holding for sometime no one came on the line.

Joel of Arnold CA (1/26/02):
I was unable to quit my AOL account. I called on numerous occasions trying to stop charges to my bank card. I would finally reach a 'human' only to be told that they had to switch me to the billing dept. to cancel my account. I never did reach the billing dept. even after remaining on hold for up to one hour. (The really bad part is that while on hold you have to listen to endless recorded pitches for AOL products and services)

I never did resolve my problem directly with AOL. I had to eventually call my credit card services and their representative called AOL (while I was on the line) we finally talked to 'Manny' and he gave us some, 'case numbers' and said we had to talk to the billing department and transferred the call. The credit card service agent and I stayed on the line for forty minutes without ever reaching the billing department. He told me that I didn't have to stay on the line and that he would take care of the situation for me. The charges were eventually refunded, but it took four months and a lot of frustration. I have my credit cards through AARP Credit Card Services (First USA Bank) and I never would have got this done without their assistance.

Several years ago I purchased several books from AOL and paid by Credit Card. Some time later I tried one of their 'FREE?' service discs for what was to be sixty days. I did not care for the service and declined their offer to become a member. That made no difference. AOL without my knowledge or approval accessed my credit card (they got the number from the previous unrelated purchase) and began charging my account $19.95 a month.

Everyone should know that it is easy to join AOL, but almost impossible to quit. I really don't want to pursue this matter any further, I just want people to know what they are getting into if they consider AOL membership.