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It's been said that canceling AOL is harder than eradicating the common cold. It seems that AOL wants to be your Internet-service-for-life, and they'll say and do ANYTHING to make you belive that your life just wouldn't be the same without AOL.
About half of the customers leaving America Online are signing up for high-speed services, while 20 percent appear to be leaving for low-priced alternatives, according to Youssef Squali, an analyst with First Albany Corp. He said America Online has not developed any "traction" in the high-speed arena, even though it has been marketing its "bring your own access" plan aggressively.
AOL lost two million customers in the US over the last year. At the end of September AOL had 22.7m US users, a fall of 646,000 on the previous quarter and down two million a year ago.
In Europe, AOL has 6.3m subscribers - down 8,000 compared to Q2, but up 33,000 compared to the same period last year.
Well, as you can read from the horror stories below, it may be hard to get out from under AOL's maniacal control, but life does go on.
Carol of Watchung NJ:
I see that others had some of the same problems in canceling their free trials. When we started calling a week before the trial period (March 2004) was over to avoid charges and we couldn't get through initially. After many attempts we got through a few days before our free trial expired. After waiting a 1/2 hour on the phone while the customer service rep tried to cancel our membership we were told she couldn't cancel it because the system was done. She said that she would extend our "free trial period" at no charge and that we should try to call back the next week to cancel. We called back the next week and canceled and there were no issues and no mention of any future charges.
A few months later our credit card was charged $360.00 for an "early termination of contract fee". After 5 hours on the phone with AOL customer service (several calls) we still do not have this straightened out. The absolutely unbelievable thing is that each customer service rep gives us a different story.
First story - CS rep saw that we tried to cancel and said that we would get a refund in 72 hours (never happened)
Second story - CS rep said that we would not get the money back because they sent us a computer (we never got nor requested a computer???). When I asked for the address they told me that it was mailed to "Smith" drive by COMP USA directly...a street we never lived on (or heard of).
Third story - We were told that a computer was not sent and that there was no record that we ever asked to be canceled and that we had to pay. The customer service manager implied that I was not telling the truth. When we pushed back we were told that they would review the recorded conversations and call us back. (The recorded conversations would definitely show that we asked to cancel and were told the system was down and that we could call back the next week and everything would be fine.) The customer service manager never followed up on this commitment to review the tapes nor did she respond to our follow-up e-mail so after months this mess is not resolved.
Fourth Story - Customer service rep noted that the account was mistakenly signed up for something and that someone would call me to take care of the error (no one ever called).
AOL did not give us the "free trial" despite our request to cancel before the deadline. I suspect the customer service rep got a bonus for signing us up for a year of service even though what we actually wanted was to be canceled.
Bottom line - beware of the free trial offer. You won't be able to cancel. What a scam! Due to the slow speed experienced with AOL I definitely prefer cable modem. I've never had any issues with Comcast or Road Runner.
Michael of Morristown NJ:
I've tried to cancel AOL online two different times by phone and both times they gave me a couple more months of free service. First it was because it was Easter and the second time was because the person that I talked to "just happened" to have the same answer that I did for my safety question that I answered when I first signed on to AOL.
Both times I called and when I was being transferred to the cancellation department I got disconnected a few times.
I JUST WANT TO CANCEL MY SERVICE!!!!!!! I'm not even with AOL anymore but I just can't get rid of them. Both times I called I was kind of busy and didn't want to argue the fact that I just don't want the damn service, but now my free time (that I never used) is up again and I am actually dreading having to call them again.
If they try to extend my free service again I'm going to have to scream at them. I have to block out about 20 minutes of my time just to call them because of the disconnections and they're relentless trying to get me to stay with them.
I tried to cancel online because I don't want to talk to them but I guess you just can't do it online. I tried to get a live chat with one of these idiots but when my computer finished loading that page the place where I type was frozen so I couldn't even communicate with them. Wish me luck on trying to cancel again!!
Brian of West Tisbury MA:
I called AOL to cancel service and couldn't get the agent to cancel my service without engaging in an unpleasant conversation about why I wanted to end the service. I asked if I could just end the service and he refused unless I explained why. After 20 minutes on the phone I hung up and now am still unable to end my service.
Rhonda of Lynchburg VA:
My father passed away in December of 2002 and I called America Online to cancel my internet service with them, since I really only used it to talk to my dad there was no reason to continue it. The money still came out of my checking account for December, which was fine since I thought I had just called to late for it to stop, but then it continued to come out of my account every month. I have tried calling AOL but I end up on hold forever and I have a full time job and a part time job and I am not supposed to be on the phone. I have tried to send them e-mail but do not know how to contact them since I don't even remember my password on my account.
Angela of Denton TX:
I called AOL in June 2003 to cancel my service. I was told by the representative that I would be given an additional 2 months "free" service and if I wanted to keep the service to call back before the end of the 2 free months. I did not call back as I was not interested in their service but decided to use the free 2 months. On August 22, 2003 I was charged $23.90 for their service. I called back and was told that as I had used the service during the free 2 months that my usage constituted my agreement to be billed for their service. Now my new cancel date is today and I'm sure I'm going to be charged a prorated fee.
I was charged for one month of service during which time I had an alternate ISP. The charge was $23.90.
Rebecca of West Palm Beach FL:
I attempted to cancel AOL three times before succeeding. Even when I was given a cancellation number, it proved to be worthless as when I called back to check, an AOL rep informed me that his records showed that I had called to cancel, but was "persuaded" by another rep to keep the service. When I finally was able to talk to a supervisor about this blatant lie, she suggested that I must have misunderstood what I had been told, and denied that such a thing could happen, although she was also unable to find a record of the bogus cancellation number that I had been given.
Finally, I was able to cancel on July 12th of this year. However, on August 7th, AOL debited $23.30 from my bank account. When I called to ask why, Justin informed me that I had reactivated my account on this date. When I tried to explain to him that I had not done this, he became very rude and offensive.
It transpires that a young relative of mine had accidentally reactivated my account by simply clicking once on something that showed the AOL logo, even though I had already removed the icon from the screen. AOL informs me that I may not cancel my service online for "security purposes", yet they do not feel it necessary to adhere to this when activating accounts, and siphoning money from people's bank accounts. No security code was required to activate the account, and clearly this is deliberate. I wonder how many thousands of people this happens to every day? I am disgusted at this dishonest practice, and will be attempting to pursue this matter further.
Consequently, I have had to cancel my check card and order a replacement, and am once again out of pocket.
Megan of Evergreen CO:
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 asked to speak with his manager; he replied there isn't a manager here. I asked to be transferred to manager's voice mail, and he told me "no, we don't do that". His manager's name is Boomer. He then told me the only way he can help is if I sign up for two more months free. I explained that I already signed up for another provider. Rana then stated, well then we can't help you. I don't believe it is in AOL's best interest to tease the customer with help, then deny because I will not use you as an ISP!
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.
Lewis of Banquete TX:
I have been billed for months of Internet services, which I have never used. I called on July 7, spoke with a lady named "Ipta" and explained that I needed services cancelled -- she took my information, verified my address, explained that my account would be cancelled, and I would be receiving a refund for months service. Again I called on Sept. 24, spoke with RJ, explained this was my second call to cancel. He called up my account, verified my information, asked me to hold, and I was disconnected.
I called back, spoke with Mandie, she re-cancelled my account, explained that her computer did not show any record of any of my previous calls, and for this reason could not authorize a refund.
Myra of Port Charlotte FL:
I have written documentation dated 2-13-03 that I requested cancellation of AOL service effective 3-6-03. I informed AOL that I do not authorize them to make any future charges on my credit card account, AND I sent a copy of that letter to my Target Visa. I noticed that they were still illegally, without my authorization, charging my Target Visa Account.
I wrote Target Visa, telephoned both AOL & Target Visa, and after providing all verification, Target Visa credited my account. AOL is now harassing me and threatening to ruin my credit status for a balance of $71.70.
Stephen of Newton NC:
I called AOL to cancel service on Dec 13. 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 that 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... I already have free service until May.
Julie of Manteca CA:
I signed up for AOL. I thought I had 1,000 hours free, well they ask for a credit card anyway, and state that you will not be billed unless you don't use your 1,000 hours or you can unsubscribe after the 45 days and not be billed. Well I was billed and then some. I don't know how much money or how many times they billed me, all I know is I had $4,000 in my account and quite a bit is unaccounted for.
Lynn of Monroeville IN:
I cancelled our service with AOL in May. 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, the 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:
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. 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:
I was unable to quit my AOL account. I called on numerous occasions trying to stop charges to my bankcard. 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 book 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.
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