AOL - Don't Touch Them! Never, ever.

[julesapple]

Our ISP is AOL. We've been with them for years, but I think that's all about to change. In fact, I know it is.

The other day I had a phone call from a call centre way out east somewheres saying our direct debit had failed. As I wasn't certain who I was talking to, I said thank you for calling, but I'll check online. I did this yestrerday and discovered the DD had failed as they were trying to process it through my account but in my husband's name.

Anyway, I tried to make a one off payment online using my debit card but it wouldn't have it. I tried again in case it was the system. Nothing doing. So I phoned them, no the card wouldn't work, please verify the card with your bank. Phoned the bank, the card & account are fine. Phoned AOL, we try the card again twice, nothing. Tried again online, nothing. Phoned AOL, it's ok they said, there was a system error. So we tried again, twice. And They still can't take the payment.

So, long & short(ish) of it is the card was used 8 times to try to make a payment of £47.95. AOL have said they haven't had the money but my bank has 'ear-marked' the funds to go to AOL EIGHT times and removed it from my account to a 'holding' account. They cannot, so they say, stop or reverse the payments until they show on my statement in three days time. But, the bank said that AOL can reverse them, and gave me a list of transaction authorisation codes to give to AOL. I phoned AOL out east and they have flatly refused to help, they won't pass me on to a supervisor or manager and they won't let me complete their customer complaint procedure over the phone as they say there is no complaint.

I finally got through to another call centre in Dublin and I've been told, but not assured or even reassured, that the money will go back into my account overnight when AOL's payment system realises it's taken too many payments. Frankly, I don't think I believe this. FOUR hours I was on the phone today, nonstop. Being passed back & forth.

Meantime, I'm furious, stressed to all get out, totally penniless and I feel like I've been steamrollered by both AOL and my bank. And, today, I actually do feel like I've been hit by a car.

If you're thinking of using AOL as your ISP in future - DON'T!

Jules

[Jeanied]

I had a big dispute with AOL a couple of years ago - it made me depressed and ill. However in the end they did resolve it for me - the only advice I can give you is to keep meticulous records of the name of each person you speak to and what happened. That is what proved my case for me.

[julesapple]

Just had a call from AOL. It was their collections dept phoning to ask why I hadn't paid my bill. Oh FFS!!!!!

Jules

[quark1]

And if all else fails take it to the financial advisers/resolvers in the press - there is usually a column or two in most national newspapers.

Once their 'heavies' get on the case - most problems are resolved with some comp being offered as goodwill. If it is still unsatisfactory the journo will write up a scathing report to warn others. It is particularly satisfying to see the big buys brought down to earth by us small chaps!

Very 'odd' of the company to phone you to ask for details. I would have thought that a letter or email should have been sent asking you to check your details with them online - entering by the usual method and not a link. I would be very suspicious of such a call.

[quark1]

Not for want of trying 'eh?

I hope you're logging down all these communications and from whom - as this is starting to sound like harassment to me.

[Bramble_killer]

ask for your mac code. They have to give it to you by law and switch to o2. I've just moved there, they have UK call centres open 24/7. They always offer a few free months and the basic broadband is £7.50 a month if you are an o2 customer (just get a free payg sim and top up £10 every 3 months)

[julesapple]

Not for want of trying 'eh?

I hope you're logging down all these communications and from whom - as this is starting to sound like harassment to me.

They aren't harrassing me as such, as it's not as if we can't/won't pay the amount.....in fact we've tried too hard, hence the eight amounts now in limbo somewhere. I was also very cheesed that this same amount went through my account so many times without my bank's so-called security checks noticing anything suspicious.

I've made a careful log - except I have no idea how to spell most of the names, but I have recorded what was said. At one point when I got 'very firm' with them, the girl out east did warn me that they recorded all calls - Oh good! I said.

Jules

[Jeanied]

Keep asking the caller from AOL to give you their name and also how to spell it, Jules. One of their call handlers had to put up with me sobbing on the line for 5 minutes because they insisted on speaking to my (just died) husband.

[julesapple]

Keep asking the caller from AOL to give you their name and also how to spell it, Jules. One of their call handlers had to put up with me sobbing on the line for 5 minutes because they insisted on speaking to my (just died) husband.

I had to hang up on one young girl from the banking phoneline today because I was in tears, but that was nothing compared to what you must have felt. How bl**dy awful for you Jeanie.

This whole thing is getting me down and my OH is about as much support as a not very supportive thing. He's plugged in the headphones and has watched West Wing all day on dvd. But at least he's here.......

Jules

[weekendwellies]

I had bother with AOL a couple of years back and ended up terminating with them, (payed off the last installment through a solicitor because they were threatening court action), and switched to Virgin.
Had no bother at all with this lot.
I would recommend them to everyone.
I have house phone, broadband and TV with them.
Only trouble with having all 3 with same company is if there is a fault, you have no TV and no Internet
But they fix things really fast on the odd occasion when it does go wrong.
Had 2 occasions since using them and it was repaired with a couple of hours of me noticing anything was amiss.
And you get free phone call from the house phone to their help desk.
Not had any issue with the phone being off at same time as TV/Broadband so always been able to contact them.

[Hilary B]

AO ruddy Hell are... tiresome. Ask for MAC and tell them you are leaving as of last week, so they don't need to take any money from you any more. Get fixed up with someone more reliable.
I do know of several people who have had a few free months offered when they threatened to leave. If they make such an offer ask for it in writing, and remind them to cancel/refund the assorted payments that have got 'lost in the system'.....