Caught on tape: AOL rep won’t let customer cancel
June 22, 2006 by Mike Wendland
This has been the stuff of Internet chat room complaints for years but there’s a video floating around the Net that documents, with a slideshow and full transcript, just how difficult it can be to cancel an account with AOL.
AOL has issued an apology and announced that the rep is no longer with the company.
The customer, Vincent Ferrari, was interviewed yesterday on NBC’s Today show and other TV talk programs. He posts full details on his own Web site, though it’s been hit with so much traffic you may have trouble getting through.
I’ve never used AOL so I can’t relate, but I thought this was the funniest thing.
I first thought it wasn’t real. Like some guy put it together for fun. I learned otherwise after his story gained media attention.
I tried to cancel my sister’s AOL account last year after she passed away. The first thing the AOL rep asked me was if I wanted to upgrade her account!!! It was THE most upsetting customer service call I have ever experienced.
About 9 years ago, when I canceled AOL, I remember it being quite a hassle.
Why does ANYONE still use AOL???
I cancelled my AOL account last year and went with ATT high speed for TEN dollars less per month than REGULAR PHONE LINE AOL!!! My second reason was their outsourcing of most of their customer service to India and the Phillipines. Despicable company. If ATT has done this I haven’t talked to any non Americans yet.
I didn’t have any trouble cancelling my AOL account BUT I simply refuse to let these phone jockeys control the conversation. I tell them what I want and do not allow them to pull me into any “distracting” sales pitches.
I had AOL cause it was free when I got my new computer. When the six months was up I tried to cancel but wasn’t allowed to. I was told it had to be done in writing. They charged me for a month and never gave it back. I would never recommend AOL to anyone now. I wrote a letter and finally got AOL cancelled.
I had aol about five years ago. Everytime I called to cancel they offered me free months of service. After that was up, I’d call to cancel and they would offer more free service. I had free aol for almost a year until I moved, didn’t get a homephone for dialup and canceled it once and for all.
I experienced great difficulty when I tried to cancel my account with AOL. The service was free due to purchasing a new computer -when that time ran out I attempted to cancel the service. The CSR kept talking and asking questions and I kept telling them to just cancel the account - over and over again. The whole time we were talking I heard him typing away I thought he was doing what he needed to do to cancel the account. Finally I said are we all set - no he said. What have you been doing all this time I asked. Well, we have to go through a process before you can cancel. I told him I had been on the phone long enough and would he finish the process after I hung up. NO - was his response. I had to call back to cancel the account. They try to keep you on the phone to convince you not to cancel. Or they hope you forget to call back hence they can charge you for another month or two. It is ridiculous. I will tell anyone who will listen not to sign up with AOL.
As for ATT - they are just as bad if not worse. ATT’s CSR is not existent!!!!!
I had the same experience trying to cancel. I had to get down right nasty with them. I had threaten to call and have my credit card put a stop on it. Bar none, this was the worst experiance I have ever had canceling anything.
AOL’s statement following this incident, that it does not permit this behavior, is utterly false. When I bought my new computer I got 6 months free. I was offered another free month, but instructed to call back again to cancel after that month. The rep would not allow me to refuse the free month and it took speaking with a supervisor to get that done. I asked for an address to send a confirming letter regarding the cancellation and to terminate credit card authorization and they refused to provide it. I eventually found one on a website where others shared their similar plight and sent it off - cc to my credit card company.
Perhaps this story will cause one or more states’ attorneys general to investigate whether this type of conduct violates consumer protection laws
As much as I hate to go against the flow, my cancellation experience was professional and well handled by the AOL rep.
I picked up an AOL trial subscription when I purchased a monitor from CompUSA… At the end of the trial period I called to cancel. Yes, the woman I talked to offered 3 more months for free, but I declined. I told her I was happy with my other mail service, that I frankly preferred using my own browswer, and that I really wan’t interested in all of the other slick little gadgets they had.
She chuckled and said to me “Then you don’t really need ‘Internet on training wheels’?” I chuckled back and assured her I didn’t. She gave me a cancellation number immediately, then, and told me I was welcome back at any time.
It was painless and pleasant, and took less than 10 minutes. Perhaps it’s the luck of the draw with phone reps. If AOL can come up with anything to entice me back, I wouldn’t hesitate.
AOL - The Worlds Only LEGAL Computer Virus.
Not only that but they actually get people to pay to have this virus installed on their machines. It never ceased to amaze me.
I’m surprised that in all the years AOL has been around that an environmental group hasn’t complained about their wanton waste of coasters (CD’s). Thats the only good use I ever found for them as we got about 1 per week. Oh, and they made decent if not dangerous frisbees.
Cool blog, interesting information… Keep it UP