Oath

October 2, 2015Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated September 21, 2015, which was received in our office on September 23, 2015.Based on our review of [redacted]’s complaint, he has a concern related to pricing increases that have occurred on...

his account. In addition; he has several technical issues related to AOL, and is requesting a refund for charges incurred.This letter is to inform you that a representative of our office has contacted [redacted] and resolved his issue to his satisfaction. His technical issue was resolved. Refunds totaling $65.97 have been issued to the method of payment on file. In addition; 4 free months of service have been issued to his AOL account. The next billing date on [redacted]’s account will occur on February 22, 2016. We ask that [redacted] visit MyAccount.aol.com before that date to view available pricing plans or convert his account to free. [redacted] has been provided direct contact information should he require further assistance. We apologize for any inconvenience [redacted] may have experienced regarding his issue.In regard to the pricing increases: We regret any misunderstanding; when registering an account with AOL, prospective members must agree to the terms of the service, or registration of the account is discontinued. The terms of service [redacted] agreed to state: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.On March 3, 2015, an email was sent to [redacted] informing him of the pricing increase scheduled to occur on April 22, 2015, with an option to opt out. No opt out was received from [redacted], therefore; the price increase occurred.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

We have investigated the issues raised by [redacted] your letter dated September 19, 2016, which was received in our office on September 21, 2016.Based on our review of [redacted]’s complaint; he states he is unable to view his contacts when accessing the AOL Desktop Software.This letter is to inform...

you that a representative of our office has contacted [redacted] and resolved his issue to his satisfaction. [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[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is highly satisfactory to me.  On August 8, 2016, I received a call from a top tier representative of AOL regarding my Complaint submitted to the Revdex.com on 8-4-16.  This representative immediately and effectively accelerated my Case issues with AOL and [redacted], and was able to restore all services within 24 hours.  Well done!!!
Regards,
[redacted]y

After some phone tag for past 10 days - I spoke with AOL rep [redacted]- and she was able to override issue on AOL payment website and fix the problem [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.  It's to bad customer service call center in the Philippines was unable to help me originally when I called , transfered multiple times , disconnected off and on for over 6 hours[redacted] here in the USA office helped me and fixed the problem in about 15-20 minutes ??Issue resolved thank you??
Regards,
[redacted]

We have investigated the issues raised by [redacted] in your letter dated May 19, 2017, which was received in our office on May 22, 2017.Based on our review of [redacted] complaint, he states he received poor customer service while attempting to update the payment method on his...

account.This letter is to inform you that a representative of our office has contacted [redacted] and discussed his complaint. The outstanding balance of $4.99 has been removed to reflect a zero balance. In addition; 6 free months of service have been issued. The next billing date on [redacted] account will be on December 1, 2017. [redacted] has been provided direct contact information should he require further assistance. We sincerely apologize for the customer service that [redacted] states he received while attempting to resolve his issue.If you need further assistance with this matter, please do not hesitate to contact me at [redacted] Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara M. 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]

Re: [redacted] Account: [redacted].com File Number: [redacted]Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated November 24, 2017 which was received in our office on November 29, 2017.Based on our review of [redacted]’s complaint, she is requesting...

cancellation of all premium subscriptions related to AOL.This letter is to inform you that a representative of our office has contacted [redacted] and resolved her issue to her satisfaction. AOL Computer Check-Up and AOL Live Support Plus have been cancelled. No charges were incurred for either trial period. [redacted] has been provided direct contact information should she require further assistance. We apologize for any inconvenience [redacted] may have experienced regarding her issue.Please note the AOL company name has changed to Oath. Oath is part of the Verizon family of companies and consists of over 50 digital and mobile brands globally, including AOL.Sincerely,

Please see attached.ThanksKarenAOL Inc. (In Florida, AOL Inc. Delaware) Dept. 5771 PO Box 65101 Sterling, VA 20165-8801 www.aol.comTara J[redacted] Lead Paralegal Regulatory Compliance Corporate LegalFebruary 28, 2017Revdex.com Serving Metro Washington, DC Electronically Transmitted Attn:...

Brenda FreemanRe: [redacted] AOL Account Number: [redacted] File Number: [redacted]Dear [redacted]:We have investigated the issues raised by [redacted] in your letter dated February 21, 2017 which was received in our office on the same day.Based on our review of [redacted]’s complaint, he is requesting a refund due to the unawareness of the availability of free AOL E-mail service.This letter is to inform you that a representative of our office has contacted [redacted] and resolved his issue to his satisfaction. The AOL account remains active on a free pricing plan and will not incur any additional 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]

We have investigated the issues raised by [redacted] in your letter dated May 24, 2017, which was received in our office on the same day.Based on our review of [redacted] complaint, he states he continues to incur monthly charges from AOL despite not using the service.This letter is to inform you that the outstanding balance has been removed to reflect a zero balance. The AOL account remains active on a free pricing plan. Should [redacted] require further assistance; we ask that he contact [redacted]. 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 [redacted] Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara M. J[redacted]
[redacted]

We have investigated the issues raised by Ms. [redacted] in your letter dated May 10, 2016, which was received in our office on May 16, 2016. Based on our review of Ms. [redacted]’ complaint, she states she experienced difficulty receiving assistance related to a technical issue. A representative of our office has contacted Ms. [redacted] and resolved her issue to her satisfaction. As a goodwill gesture AOL has waived 3 monthly membership fees. Ms. [redacted] has been provided direct contact information should she require further assistance. 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] TMJ: KCF

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: It's funny to me, that I get a different excuse, every time I turn around from these people. I know for a fact, this is NOT the reason why I do not have all my folders and emails! I have some, but not all. How could some have migrated, and not the others??? And for them to "blame" it on me and how I set up the account?! AOL IS IN THE COMPLETE WRONG AND THEY KNOW IT!!! I HATE this company taking over and providing absolutely NOTHING but problems! I had AOL, (America in the title is an absolute joke!), about 20 years ago. I had similar problems and NO customer service then either. It almost took an act of Congress to get the account closed. This response that AOL is giving you is an absolute lie and TOTALLY UNACCEPTABLE! 
Regards,
[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]

We have investigated the issues raised by [redacted] in your letter dated May 10, 2017, which was received in our office on May 15, 2017.Based on our review of [redacted] complaint, she states she has been unable to cancel her free email with AOL.This letter is to inform you that a...

representative of our office has contacted [redacted] and resolved her issue to her satisfaction. In addition; [redacted] has been provided 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 [redacted] Please include the AOL account number on all inquiries regarding this matter.Sincerely,Tara M. J[redacted]
[redacted]

We have investigated the issues raised by Mr. [redacted] in your letter dated June 24, 2015, which was received in our office on June 30, 2015. Based on our review of Mr. [redacted]’s complaint, he states he is unable to access his AOL account. We understand Mr. [redacted]’s concern;...

however, prior to initial sign on, prospective members must agree to AOL’s Terms of Service (TOS) or registration is discontinued. The Terms of Service clearly outlines online behavior that will lead to termination of the AOL service. The AOL Terms of Service that Mr. [redacted] agreed to when establishing an AOL account specifically states that members are responsible for all activity on the account. Mr. [redacted]’s account has been terminated for a Terms of Service violation. All account terminations resulting from Terms of Service violations are final. Once an account is terminated no access is allowed, temporary or otherwise, to retrieve any account information or associated data. If you need further assistance with this matter, please do not hesitate to contact me at Dept. [redacted], Sterling, VA 20165-8806. Please include the AOL account number on all inquiries regarding this matter. Sincerely, Tara M. J[redacted] Lead Paralegal TMJ: KCF

September 1, 2015Dear [redacted]:We have investigated the issues raised by **. and [redacted] in your letter dated letter dated August 18, 2015, which was received in our office on August 24, 2015.Based on our review of **. and [redacted]’s complaint, they state an outstanding balance was paid,...

yet they continue to receive collection calls.We regret any misunderstanding. Our records indicate a payment of $57.96 was received and posted to their account on August 21, 2015. Collection efforts have been stopped, please allow 7 to 10 days to have their information removed from our system. The AOL account has been cancelled per their request. We apologize for any inconvenience **. and [redacted] may have experienced regarding their 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

May 31, 2016Dear [redacted]We have investigated the issues raised by [redacted] in your letter dated May 19, 2016, which was received in our office on May 20, 2016.Based on our review of [redacted]’ complaint, he states that he subscribed to a free trial of AOL Computer Check Up however the...

service is not working.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 2 free months of AOL Computer Check Up has been added to his account. [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],No additional compensation will be provided for [redacted].Attached is our response to his follow up letter.ThanksKarenOctober 8, 2015Dear [redacted]:We have investigated the issues raised by [redacted] in your follow up letter dated October 7, 2015, which was received in our office on September 8, 2015.Based on our review of [redacted]’s follow up letter, he is not satisfied with AOL’s initial response dated October 2, 2015.Although we regret any dissatisfaction with our resolution, our response regarding this matter remains the same. We regret that so much of [redacted]’s time was required in correcting his issue; however, it is not our policy to compensate members for time spent addressing their concerns. No additional compensation will be provided.We regret any misunderstanding; when registering an account with AOL, prospective members must agree to the terms of the service, or registration of the account is discontinued. The terms of service [redacted] agreed to state:WE SUPPLY OUR SERVICES “AS IS,” “WITH ALL FAULTS,” AND “AS AVAILABLE.” WE DO NOT WARRANT OR GUARANTEE THAT ANY INFORMATION AVAILABLE USING OUR SERVICES IS ACCURATE OR RELIABLE OR YOUR USE OF THE SERVICES WILL BE UNINTERRUPTED, SECURE, OR FREE FROM ERROR. WE, OUR SUPPLIERS, AND AUTHORIZED DISTRIBUTORS GIVE NO EXPRESS WARRANTIES OR GUARANTEES NOR IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, WORKMANLIKE EFFORT, AND NON-INFRINGMENT.YOUR ONLY REMEDY FOR ANY DEFECTIVE SOFTWARE IS REPLACEMENT OF THE SOFTWARE. IN ANY OTHER DISPUTE WITH US, YOUR ONLY REMEDY IS TO STOP USING YOUR ACCOUNT AND CANCEL ANY FEE-BASED SERVICES. IN NO EVENT WILL OUR LIABILITY TO YOU EXCEED THE TOTAL AMOUNT OF SERVICE FEES PAID DURING A ONE-MONTH PERIOD.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

[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 as Answered.
 Complaint: [redacted]
I am rejecting this response because:
As of yet, I have received nothing that the company has promised, including any financial settlement that they proposed.
Regards,
[redacted]

September 15, 2015Dear [redacted]We have investigated the issues raised by [redacted] in your letter dated August 31, 2015, which was received in our office on September 2, 2015.Based on our review of [redacted]’s complaint, he states he is receiving collection notices related to an account he...

previously cancelled.This letter is to inform you that a representative of our office contacted [redacted] and resolved his issue to his satisfaction. The outstanding balance of $36.99 has been removed to reflect a zero balance. Collection efforts have been stopped. Please allow 7 to 10 days to have the information completely removed from our system. 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

Revdex.com Serving Metro Washington, DC Electronically Transmitted Attn: [redacted]Re: [redacted] AOL Account Number: [redacted] File Number: [redacted]Dear Ms. [redacted]:We have investigated the issues raised by Mr. [redacted] in your letter dated June 15, 2017, which was received in...

our office on the same day.Based on our review of Mr. [redacted]’s complaint, he has concerns related to the monthly price for AOL Desktop Gold.This letter is to inform you that a representative of our office has contacted Mr. [redacted] and resolved his issue to his satisfaction. The AOL Desktop Gold monthly price is $4.99 monthly. As a goodwill gesture; 2 free months of AOL Desktop Gold have been issued to Mr. [redacted]’s account. The first bill date will occur on September 14, 2017, should Mr. [redacted] wish to make any changes to his pricing plan, we ask that he visit [redacted] or contact Karen F[redacted] at [redacted]. We apologize for any inconvenience Mr. [redacted] may have experienced regarding his issue.If you need further assistance with this matter, please do not hesitate to contact me at [redacted]. Please include the AOL account number on all inquiries regarding this matter.Please note the AOL company name has changed to Oath. Oath is part of the [redacted] family of companies and consists of over 50 digital and mobile brands globally, including AOL.Sincerely,Tara M. J[redacted]