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AOL - The saga continues

timeless

ULTIMATE Member
Staff member
Volunteer Mod
Recently as some may know l received a letter saying to stop using more than 60GB of traffic on a connection that still states unlimited usage, as such we decided to change providers..

now it all starts with a MAC, we did have a few problems but that was mainly down to a digit that was mis-typed, however the real story starts today...

my mother been the worry wart asked me to call and make sure the contract had been cancelled, so as requested l phoned to make sure what l was previously told was ok..

in short due to been lied to by their Indian call centres regarding their FUP basically l would have left earlier when l was able to when the terms and conditions were changed if limits were introduced - these limits have been introduced and as a customer we were not informed of them

their FAQ's and selling pages still dont specify any limits.

anywho when l got the MAC code the english staff member l spoke to (thanks to a number Mel posted) told me that due to these problems we could leave before the contract ended and not expect fees


upon phoning today because as said my mother worries too much we were bounced around a few departments to be told the following:

1. you are liable to leaving fees
2. we cant do anything about cancelling your contract till December (the cancellations department said this)
3. you cant speak to a supervisor he isnt in till 6PM (l call in working hours and there is no supervisor? this is strange is it not?)


in short lm not with them today my line migrated to EurISP the AOL account should now be closed without any further pending transactions as promised (regardless of if the rep had jurisdiction to or not) frankly lm so annoyed right now its unreal this ISP is getting away without putting limits on their website...
 
Contact OFCOM to complain about the mis representation of the company and how they say one then dont do what they said, Cancel the method you used to pay them making sure the Bank knows any further charges would be fraudulant.

Report the false them for false advertising also contact trading standards.
 
good idea on the trading standards thing...

l did speak to ofcom, they told me to send a letter and speak to cisas if l got a deadlock letter.
 
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Keep copies of all letters and make sure they have to sign to give you proof of posting.
 
indeed.. just got off the phone to trading standards... and Ofcom lm going to include both reference numbers when l send the letter to the complaints made.
 
Keep copies of all letters and make sure they have to sign to give you proof of posting.

And copies of their T&C's which don't mention the 60Gb limit (and anything that does describe the service as unlimited) - just in case they are changed in the near future.

You might want to include copies in your letter, asking them to point out where the limit is described.
 
no sooner do l get off the phone to trading standards do l actually get a phone call from AOL saying the following:

1. my contract has been suspended
2. there will be no further fees extracted from the account (seems they are not supposedly holding heavy users to their contracts - mainly because they want rid of them)
 
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Hmmm....suspended doesn't sound good - why not cancelled?
 
ok bad wording on my part.. cancelled was the word l should have used... they have given me a reference number for the cancellation, they said if l had not been transferred that it may cause probs however since lm on my new provider now l dont have to give a rats about it any more (just have to keep an eye on bank statements)
 
If you have online banking, you should be able to cancel direct debits yourself - just to be on the safe side!
 
may parents dont do online banking :p they are technophobes lol
 
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I was so ready to cancel my account in July 2007 but having looked around over the past few weeks, who for £10.00 a mth will let me hammer the account between 11pm and 6pm the next day? Although the connection is 256kbs between 6pm and 11pm.

I hate how AOL have gone down the river and as fas as my experience goes, they have no customer service.
 
indeed, they have gone out to lunch every time l call its pretty annoying =_= thankfully tho l actually get to speak to ENGLISH tech support now at EurISP who l am now with as of yesterday, in any case l think AOL is glad to be rid of me after the last 10 days...
 
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