AOL

September 29, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated September 5, 2014, which was received in our office on September 10, 2014. We attempted to reach [redacted] on three occasions to discuss her complaint. Unfortunately we were unable to...

reach her.We have reviewed the information [redacted] submitted. Based on our review it appears that she has a question about the monthly membership fees that she paid AOL. Ms. Kerspadit states she was on a price plan which charged her $14.99 per month but found that AOL has been charging her $17.95 or $20.99 per month. She is seeking credit in the amount of $150.82 for the months she was charged prior to her price plan being changed.We apologize for any misunderstanding; however, members were notified of the price plan offer 30 days prior to the change in price plan in accordance with AOL's Terms of Service (TOS). The price plan Ms. Kerspadit was previously on was being eliminated and a new price plan was taking its place. All charges are valid; however as a gesture of goodwill, AOL will issue $75.41 to the method of payment on file. No additional compensation is warranted. [redacted]’s account remains active on a $4.99 monthly plan. [redacted] may visit myaccount.aol.com to review or make changes to her account.AOL’s Terms of Service states:We may change our fees and billing methods at any time. We will provide you with notice of any change in your pricing at least thirty (30) days in advance. If you disagree with any proposed change, your sole remedy is to cancel your fee-based Service before the price change takes effect. Your continued use of or subscription to the Service after the price change takes effect constitutes your agreement to pay the new price for the Service. We will not refund any charges if you choose to cancel your account for this reason.If you need further assistance with this matter, please do not hesitate to contact me at Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J Lead Paralegal

March 24, 2015Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated March 4, 2015, which was received in our office on March 12, 2015.Based on our review of [redacted]’ complaint, she states she is receiving collection notices related to an account she previously...

converted to free.The letter is to inform you that a representative of our office has contacted [redacted] and resolved her issue to her satisfaction. The outstanding balance of $83.96 has been removed to reflect a zero balance. Please allow 7 to 10 days to have her information removed from our system. [redacted]’ AOL account is now active on a free pricing plan. [redacted] has direct contact information should she require further assistance. We apologize for any inconvenience [redacted] may have experienced regarding her issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J.Lead Paralegal

[To...

assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:From: <[redacted]@aol.com>Date: Wed, Apr 29, 2015 at 8:55 PMSubject: Re: Revdex.com Complaint ID [redacted]. I REJECT AND DO NOT AGREE WITH AOLTo: karen.f[redacted]@teamaol.comCc: [redacted]@myRevdex.com.org, [redacted]@aol.comKaren, I filed a complaint with the Revdex.com on March 9, 2015, it took you one month to respond to said complaint. Your Tech Greg G[redacted] called me on April 8 finally, I told him the problems and told him also that I was getting messages about an update to your services, but he did not do anything about that. He patched a few things up but not all of them. Soon after I got off the phone with Greg I started getting messages from your  software, your program, all of your hardware or whatever, telling me that THE CERTIFICATE ON YOUR NEWS PROGRAMS AND SITES THAT STATED YOUR CERTIFICATE HAD BEEN REVOKED AND YOUR WEBSITE WAS NOT TO BE TRUSTED. I emailed Greg immediately and told him I was getting this message, and whether I worded it right or not he told me to download, Chrome, Firefox and some other's I asked him was he crazy I am not downloading anything you need to fix it. I told him I knew it was the end of the day that he could call me the next day and fix the problem. I heard not one more thing until you called me on Monday, April 27, at 1:32 PM, you said you had no idea the problem had not been fixed, that you could probably get a tech to work on it that day, I told you I had an appointment and would be leaving in thirty minutes, and Tuesday I had an appointment with an Orthopaedic surgeon and would be gone just about all day. I advised you that Wednesday, and or Thursday would be good, you said, well you have my number call me. Wednesday, April 29, at 9:50 AM, I called you and left a voicemail advising that I was at home and a tech could call me and we could get this matter resolved, I also asked you to call me one way or the other out of courtesy to me to let me know yes or no they would call. As of 7:38 PM April 29, 2015 not one phone call from you or your tech's. AOL has always been this way, they want to call when it suits them not when it is convenient for the customer, kind of the wrong way around don't you think Karen? Very arrogant of AOL to do things this way. So here is what is going to happen, tomorrow Thursday 30, I am going to take care of some business and I am not going to sit here all day motionless just because your company thinks it owns the world, and the customer does not have the right to do anything. I am however going to send a copy of this to the Revdex.com. I DO NOT ACCEPT ANYTHING YOU SAY, I have waited fifty two days for this issue or these issues to be fixed and instead, they are worse, with the software still crashing.There is also another message that says; HTTP SERVICE IS UNAVAILABLE. As many things as I fill out on this computer and replies to companies and the Revdex.com I cannot use their response form now for some reason I cannot use it just like I cannot order from Walmart anymore which I have been doing for a long time. Sincerely,[redacted] W[redacted]###-###-####copy sent to Revdex.comRevdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC) 1411 K St. NW, 10th Floor Washington, DC 20005-3404 Phone: ###-###-#### Fax: ###-###-#### Email: [email protected] Web: www.myRevdex.com.org =Regards,[redacted] W[redacted]

January 12, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated January 8, 2015, which was received in our office on January 9, 2014.Based on our review of [redacted]’ complaint, he states he has been unable to cancel his AOL account.This letter is to...

inform you that a representative of our office has contacted [redacted] and resolve his issue to his satisfaction. The account has been cancelled per [redacted]’ request. In addition; a refund of $31.99 has been issued to the method of payment on file. We apologize for any inconvenience [redacted] may have experienced regarding his issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept. [redacted], P. O. Box [redacted], Sterling, VA [redacted]. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J Lead Paralegal

December 1, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated November 21, 2014, which was received in our office on the same day.Based on our review of [redacted]’ complaint, he experienced a technical issue with his email, and was unable to receive...

assistance from AOL.This letter is to inform you that a representative of our office has contacted [redacted], and he stated his issue was previously resolved. As a goodwill gesture, two free months have been issued, the next billing date will occur on February 6, 2014. [redacted] has direct contact information should he require additional assistance. We thank [redacted] for his valuable feedback and apologize for any inconvenience he may have experienced regarding his issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara
JLead
Paralegal

We have investigated the issues raised by [redacted] in your letter dated January 22, 2016, which was received in our office on the same day.Based on our review of [redacted]’ complaint, he has concerns relating to the fact that AOL no longer offers AOL Life 360 as part of his monthly benefit...

package incorporated in his membership fees.We regret any misunderstanding. The AOL terms of service that [redacted] agreed to when establishing his AOL account specifically state the following:We, in our sole discretion, may change or discontinue any or all aspects of a fee-based Service without notice, including access to support services, content and other products or services ancillary to the fee-based Service.We may change our fees and billing methods at any time. We will provide you with notice of any change in your pricing at least thirty (30) days in advance. If you disagree with any proposed change, your sole remedy is to cancel your fee-based Service before the price change takes effect. Your continued use of or subscription to the Service after the price change takes effect constitutes your agreement to pay the new price for the Service. We will not refund any charges if you choose to cancel your account for this reason.An email notification was sent to [redacted] on November 25, 2015, informing him of the changes to his plan that were slated to take place on December 28, 2015. A representative of our office has contacted [redacted] and resolved his issue to his satisfaction. The next billing date for [redacted]’ account will occur on July 5, 2016. [redacted] has been provided direct contact information should he require further assistance. We apologize for any inconvenience [redacted] may have experienced regarding his issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept. [redacted] P.O. Box [redacted], Sterling, VA [redacted]. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara *. J Please see attached.ThanksKaren

We have investigated the issues raised by [redacted] in your letter dated September 27, 2016, which was received in our office on October 3, 2016.Based on our review of [redacted]’s complaint, he states he has been unable to resolve a technical issue with AOL. This letter is to inform you that...

a representative of our office has contacted [redacted] and resolved his issue to his satisfaction. As a goodwill gesture AOL has waived 3 monthly membership fees. In addition; [redacted] has been provided direct contact information should he require further assistance. We apologize for any inconvenience [redacted] may have experienced regarding his issue. If you need further assistance with this matter, please do not hesitate to contact me at P. O. Box [redacted], Sterling, VA [redacted]. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara *. J[redacted]

September 23, 2015We have investigated the issues raised by [redacted] in your follow up letter dated September 1, 2015 which was received in our office on September 9, 2015Based on our review of [redacted]’s follow up letter, he is not satisfied with AOL’s initial response dated August 21, 2015.Although we regret any dissatisfaction with our resolution, no additional information was provided in [redacted]’s follow-up letter. Our response regarding this matter remains the same.If you need further assistance with this matter, please do not hesitate to contact me at Dept. [redacted], P. O. Box [redacted], Sterling, VA [redacted]. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J.Lead Paralegal

February 5, 2015Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated January 29, 2015, which was received in our office on February 3, 2015.Based on our review of **. [redacted]’s complaint, he is requesting cancellation and refund of AOL’s System Mechanic.This...

letter is to inform you that a representative from our office has contacted [redacted] and resolved his issue to his satisfaction. The System Mechanic service has been cancelled and a refund of $9.99 has been issued to the payment method on file. In addition; [redacted] has direct contact information should he require further assistance. We apologize for any inconvenience [redacted] may have experienced regarding his issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara
JLead
Paralegal

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
Thank you very much to Karen for her goodwill gesture and continued help with my AOL concerns. I have reviewed the response made by the business in reference to complaint ID [redacted] and agreed to the resolution.
Regards,
[redacted]

We have investigated the issues raised by [redacted] your letter dated October 17, 2016 which was received in our office on October 19, 2016.Based on our review of [redacted]’s complaint; she states she is unable to access her email.This letter is to inform you that a representative of our office has...

contacted [redacted] and she stated her issue was previously resolved. [redacted] has been provided direct contact information should she require further assistance. As a goodwill gesture, AOL has issued two free months to her account. We apologize for any inconvenience [redacted] may have experienced regarding her issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept. [redacted] P.O. Box [redacted], Sterling, VA [redacted]. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara *. J[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

April 15, 2016Revdex.comServing Metro Washington, DCElectronically TransmittedAttn: [redacted]Re: [redacted]AOL Account Number: [redacted]File Number: [redacted]Dear [redacted]:We have investigated the issues raised by [redacted] in yourfollow-up letter dated April 5, 2016, which was received in our office onthe same day.Based on our review of [redacted] follow up letter, she isrequesting reactivation of her AOL account.We apologize for any misunderstanding. We have reviewed the additionalinformation that [redacted] provided; however, we stand byour initial response. Our resolution remains unchanged. [redacted]’saccount has been terminated. All account terminationsresulting from Terms of Service violations are final. Once an account isterminated no access is allowed, temporary or otherwise, to retrieve anyaccount information or associated data.If you need further assistance with this matter, please do not hesitate tocontact me at P. O. Box 6[redacted], Sterling, VA [redacted]. Please includethe AOL account number on all inquiries regarding this matter.Sincerely,Tara *. J[redacted]

September 29, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated September 19, 2014, which was received in our office on September 22, 2014. The complaint filed by [redacted] has been investigated and our records reflect that he is not the billing contact...

for the AOL account in question.In the process of registering an account with AOL, prospective members must enter personal and billing information into a series of registration screens. The person who is listed as the billing contact has his or her name entered as the owner of the billing method.Unfortunately, we are unable to release any specific information concerning the AOL account. We apologize for this inconvenience, however due to AOL’s Privacy Policy; we would only be able to disclose to the billing contact or with the billing contact’s permission any information concerning this account. Please have the billing contact complete the complaint form and resubmit it to your office for forwarding to AOL. Once it is received, we will research the account and respond accordingly.Once the additional information is received from your office, we will follow up with this matter and respond appropriately. If you need further assistance with this matter, please do not hesitate to contact me at Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806.Sincerely,Tara J.Lead Paralegal

We have investigated the issues raised by [redacted] your letter dated November 3, 2016, which was received in our office on the same day.Based on our review of [redacted]’s complaint; she is requesting a refund for AOL’s System Mechanic charges; stating she previously cancelled the service.This...

letter is to inform you that a representative of our office has contacted [redacted] and resolved her issue to her satisfaction. A refund of $54.89 has been issued to the payment method on file. The refund issued represents all charges incurred. We apologize for any inconvenience [redacted] may have experienced regarding her issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept. 5771 P.O. Box [redacted], Sterling, VA [redacted]. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara *. J[redacted]

We have investigated the issues raised by Ms. [redacted] in your letter dated May 23, 2016, which was received in our office on May 24, 2016. Based on our review of Ms. [redacted]’s complaint, she states that she is missing emails and folders after the conversion from [redacted] to...

AOL email. We attempted to contact Ms. [redacted] on We attempted to reach Ms. [redacted] on three occasions to discuss her complaint. Unfortunately we were unable to her. Our history records indicate that the issue with [redacted] and AOL email has been resolved. Should this not be the case, we ask that Ms. [redacted] contact Karen F[redacted] at ###-###-#### so we can further investigate the matter. We apologize for any inconvenience Ms. [redacted] may have experienced regarding her issue. If you need further assistance with this matter, please do not hesitate to contact me at P. O. Box [redacted], Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter. Sincerely, Tara M. J[redacted]

I was using one of the apps aol gives subscribers that pay $17.95 for the subscription. The app is Private wi-if and I installed it on my iPad. I had to delete the app & when I tried to reinstall it my problem with aol began. The app would not reinstall so I contacted aol customer service by email. After several back & forth emails they wrote that they can't help and I should call their tech support at the number provided in the email. Called it, was on hold for about 15 minutes, connected to someone & then disconnected. I called again, was on hold for over 15 minutes again and then disconnected. I tried to start a chat through the AOL help tab, but that is a loop going nowhere. I tried to email tech support but there is no tech support or any other complaint email listed. Terrible customer relations.

Review: Dear Revdex.com,

There has been so many problems in a chat room called "Special Interests - [redacted] or ** " in aol... a member whom used to go by the aol name [redacted]@aol.com has been using punting devices to punt people from chat rooms a long with getting info from aols old software finding out peoples names and posting all of the personal info in the chat I just mentioned ,,, he has been doing this for years and the only thing aol says to do is to report him,,, here we are years later he is still around harassing people with their aol personal information kicking people out of chats AOL has done nothing to stop himDesired Settlement: I would like for someone to monitor that chat room and hopefully bring justice to the people who have suffered as me with this hacker punter bully AOL DOES NOTHING

Business

Response:

November 3, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated October 16, 2014, which was received in our office on October 21, 2014.Based on our review of [redacted]’s complaint, she states she has many concerns regarding harassment in an AOL chat room.We sincerely apologize for the online harassment that [redacted] has endured. AOL has organized a Community Team, which is responsible for researching and taking action upon harassment complaints and chat room violations. The Community Team reviews all chat room reports and takes action against the members responsible if the activity shows a violation of AOL's Terms of Service (TOS). The Community Team is responsible for issuing written warnings and/or immediately terminating the offender’s account, if necessary. All reports of Terms of Service violations are processed within 48 hours. Due to privacy regulations, however, the Community Team is unable to disclose the nature of the action taken against the violator. We ask that [redacted] continue to utilize the “Notify AOL” button in the chat room.If you need further assistance with this matter, please do not hesitate to contact me at Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara J.Lead Paralegal

Review: 24 October 2013

Dear **. [redacted],

Thank you for taking my phone call and listening to me. It has taken me some time to organize the notes I have taken and to write this all down to respond to your form.

Since 1998 CompuServe has been my only internet access and email address. It is a dial-up service; slow but all I have known. I live and work in the middle of the 20th Century; email was my only modern technology.

Then, in mid July 2013, I could not access CompuServe and therefore my email. The message box indicated error #721;" the remote computer did not respond”. My only contact with CompuServe has been their automatic billing of my credit card once a month (for 15 years): CS Online Service ###-###-#### VA. That is the only phone number I have ever used to contact them, the tech support was good but over the last few years they went ’offshore’ and the quality of the English and the tech went down.

22 July: called CompuServe technical assistance (* ###-###-####. I was told that there was a technical problem, it was being worked on, try to get online at a later time and keep trying.

25 July - 8 August: same error message each time.

9 August: called CompuServe technical assistance. After being on hold for 25 min. and dropped 3 times I spoke with [redacted] on my cell phone while sitting at my computer. After 40 minutes following his instructions, he decided it was a software problem, I needed upgraded CompuServe software. He said a CD would arrive in 7 to 10 working days. Install it and that would fix the problem.

22 August: CD received, but it is [redacted] software, not CompuServe.

26 August: Called tech support again; on hold 16 min. Spoke with [redacted] who put me on hold to "consult his resources". He transferred to [redacted], then [redacted], then [redacted], who told me I would have to change my account to [redacted] but I could keep my email address.

I was transferred to an [redacted] guy who told me I could not keep my address. Frustrated after this 40 min. shuffle, I disconnected.

28 August: Someone from [redacted], did not give a name, called me on my cell and told me I should call my phone company to see if there is a problem with the phone line. I did, Phone company said there was no problem with the line. The problem must be with what the line is answered by at that number. That number, ###-###-####, is the

"Local CompuServe access number" that has connected ine with CompuServe all these years.

2 Sept.: called CS tech again. [redacted] told me that CompuServe was aware of the problem and that she was "escalating this procedure to the next level." and gave me a case number: 707 207. She said someone would call me on my cell in the next few days.

5 Sept.: [redacted] from [redacted] called on my cell. He told me to call the phone company again. I told him what the phone company had told me.

5 Sept.: called ** again, "...hold while I check my resourses..[redacted] comes on the line, tells me the correct CompuServe CD would be sent "... very sorry for the inconvienience ... understand the importance of your email ... long time loyal and valued customer ... call as soon as the new CompuServe software arrives."

19 Sept.: new CD arrives. I install it. No connection. Same error message.

20 Sept.: call CS tech again. [redacted] gives me the same "let me check my resourses ... working on the problem ... someone will call you ... we are here 24/7..."

21 Sept.: call CS tech. on hold 17 min. [redacted] with [redacted] billing answers, transferrs me to CS tech; recorded message tells me to call back later.

23 Sept.: call CS tech again, from my cell sitting at my computer. On the cell with [redacted] for 92 min. following her instructions to check my modem, computer and software. She determines that there is nothing wrong on my end. While waiting for her 'resouce' to get back to her, I asked where she was, [redacted] she told me. She "upgrades my case number" and gives me a new number: 709 748. Tells me someone will call me on my cell within 48 hours.

30 Sept.: call CS, get [redacted]: someone will call me on my cell within 48 hours.

7 Oct.: call CS, get [redacted]: someone will call me on my cell within 48 hours.

16 Oct.: call CS, on hold 17 min., get [redacted]. He puts me on hold while he goes to check on my case number. When he came back on his voice was so faint I could not hear him or understand what he was saying, the connection had changed. He said something I could make out, then disconnected me. I tried to call back 3 times, each time I was disconnected.

The adjustment/resolution I request is CompuServe getting me back to the way it was for 15 years. And, I would like to be reimbursed for 4 months of service charges for service not received.

For 15 years I have been saving emails on my CompuServebecause I cannot view them unless I am online with CompuServe I want CompuServe to copy ALL of my saved and the last 4 months unread, emails to a CD that my computer can display running Windows XP.

I have been patient. I have done what CompuServe directed. I have endured hours on hold only to be disconnected. I have given them a chance to honor their word. Now, however, I have a bad feeling about all this -111 old people being disregarded and discarded along with old technology, but I pray that you and your Revdex.com can help.

Thank you for your consideration, your courtesy and your time.

Sincerely,Desired Settlement: Unspecified

Review: In 2010 I moved and canceled my service with aol. I was still getting billed for the last 4 years and didn't know because I was enrolled in auto pay and don't get statements from my credit card. Everything for me is done automatically. I am in the process of moving and called my credit card company when the uninformed me I had an auto pay with aol. I called aol and was told I didn't cancel correctly so I told them to cancel EVERYTHING Now! I just got a notice saying I owe 24$!!!

I want refunded for 4 years of service I didn't receive! Instead they are continuing to bill me!

Business

Response:

December 11, 2014Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated November 10, 2014, which was received in our office on November 14, 2014.Based on our review of [redacted]’s complaint, she states she is receiving collection notices related to an account she previously cancelled.This letter is to inform you that a representative of our office has contacted [redacted] and resolved her issue to her satisfaction. The outstanding balance of $23.99 has been removed to reflect a zero balance. In addition; a goodwill refund of $287.88 has been issued to the method of payment. The account was converted to free on November 11, 2014 and will not incur any additional monthly membership fees. [redacted] has direct contact information should she require further assistance. We apologize for any inconvenience [redacted] may have experienced regarding her issue.If you need further assistance with this matter, please do not hesitate to contact me at Dept. 5771, P. O. Box 65101, Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter.Sincerely,Kathi TAgency Complaints