Complain about a product or service

AOL - Unauthorized Charges

Elizabeth of Manalapan, NJ April 29, 2009

I'm a customer of AOL for 10 years. AOL charges me 31.95 a month for service. AOL has been deducting my checking account during this time. I learned TODAY, 4/29, through a friend that AOL service is free with DSL or cable connection. I have had cable connection for over 5 years. Therefore I contacted AOL directly to resolve matters with my account regarding the fact that I am paying for a service that is technically free. I explained to the AOL rep my concern. She proceeds to explain how I can easily change my plan for a paying account to a free account but I will lose technical support of the software. I explained to her that is fine as I never contacted their support before bc I only use AOL for email purposes. However I was concerned why I never heard of this. The AOL rep repeatedly explained how I can easily go to "change my plans" and I would see the free plan offering. I said that is great but how I would have known to check that feature if I didn't know it to begin with and therefore has no reason to change my plan. I asked how did AOL paying customers know about this free service and she only continued to repeat herself about the change my plan option. After I asked to speak to a supervisor, and she told me that the supervisor is only going to follow the same protocol as she puts my on hold and returns with another explantion. The AOL representative explained to me that the CEO sent an email to all AOL subscribers explaining the change in payment plan. I do not recall recieving this email and asked that she email me a copy. She proceeded to explain to me that she cannot because it is an internal communication. If what the AOL rep explained is true, that AOL notified subscribers of this service in Sept. 2006, I've paid over 900 for a service that was technically FREE. I would like a refund of this money with AOL claims they will not provide. What can be done?

Saint of New York, NY April 24, 2009

My girl friend bought a computer in November and tried to set up America On Line account for me. For some reason, we were not successful to set up an ID so deeted the free trial offer from AOL program. We do not need it for further purchase since we are getting free MSN on line. Now they are billing me for a program was never used. I did not registered with AOL and not interested. They are telling me that AOL account access has been suspended for non-payment. I ever had even an access to AOL which was deleted at the first place.

I protest the charge of 65.80 for AOL account that I never had. Me and my girlfriend have fairly good credit history and such an collection described above is not fare and correct. If I had an access to use AOL at the first place I would be willing to pay but me and my girlfriend have no AOL access at all. Please help me to solve this problem because they have an account number designed for my name to pay for a service does not and never existed.

Donna of Allen, TX April 17, 2009

Donna of Allen TX (04/17/09)
Account opened May 2003 for free 45 days. Billed 28.90 a month from July to Dec, on phone bill. This account closed on Oct 13, 03. Another account opened on Oct.4 for 1175 hrs. free which they claim was up on Oct 7 (impossible that totals 72 hrs if I stayed on non-stop) They started billing my checking account on Nov.2 Also I recieve a lock out for non-pmt of an old sub account from my friends account from 2001.

I mailed a check recieved on Oct. 8,03 for 23.80 After finding out what that was billed for, Now, I'm fed up and write them a certified letter about the two accounts that they haven't closed(one real the other bogus even though this was my third request and I allready had one conf # by phone. Also closed every other acount they claimed I had by Dec 19.& had not used any of their accounts since I opened a Wallmart Connect account in Nov.03 (not knowing they were owned by AOL )

Still I am out 90.00 in NSF charges Plus (Phone bill) Nov. & Dec 03 57.80 since I actually got a confirmation # in Oct for it +57.80 (for billing on the checking account) in Nov.& Dec. Also the 23.90 paid in Sept+ 28.90 for an old sub account. Total lost = 258.40

Cris of Greer, SC April 11, 2009

Cris of Greer SC (04/11/09)
I had UN Authorized monies taken out of my acct - AOL stated they went back to 2008 and realized I had been charged incorrectly - WHich is not correct! this was today 4-11-09 - that this occurred - AOL refused to credit back my acct - I cancelled my AOL service with them immediately after speaking to a Supervisor ( in Europe) Adrainne. I rec'd No communicatioin from AOL that this transaction was to be taken out of my acct - no confirmation # - no notification prior to this transaction to avoid this - robbing me - because they have my Credit card info -

This un Auuthorized monies taken from my acct cost me NSF charges on other items that I was obligated for - I rec'd no notification of this auithorization or confirmation number that AOL was doing this

Mary of Farmington, MN April 3, 2009

Mary of Farmington MN (04/03/09)
We have been on yearly billing with AOL which was costing 20/month. We have broadband through Frontier. When I called to cancell, they told me they'd sent an email in September saying that unless I cancelled by December 26 (I think) I would be billed for another year. I didn't get this email to the best of my recollection. Now they're billing me for a whole year. I've spent the past few weeks trying to resolve this I've been over-billed by them for quite some time (a member since 1979) My daughter only pays 9.99/mo.

I was told by AOL rep. that extra was for more antivirus protection. I hadn't signed up for this and wasn't told I was paying for extra protection. Obviously, I didn't have any, because in spite of having Norton and AOL over the years two computers became corrupted. I am willing to pay for usage from Jan - April but not for a whole year.

Pamela of Chicago, IL April 2, 2009

Pamela of Chicago IL (04/02/09)
AOL has been debiting my Direct Express card since January 2009 for unauthorized charges. I don't even have an account with them. My service with them was cancelled July 11, 2008. They said they would take care of it, but they didn't. They claim they would send out a claim form for me to fill out and send back, but they didn't. I am disabled and receive social security disability. All my bills are accounted for each month, and AOL is not included.

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