Published:
29/03/2003
Right of Reply email sent:
29/03/2003

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AOL
Manchester
Dedicated Page in the Public Domain
Complainant:
 Mr C Tse 
Town/City of Residence:
 Manchester


I am writing to complain about AOL which charged me £15.99 in the case that I have not used any of their Internet narrow-band dial-up services.

On 24th December 2002, I installed the AOL dial-up software, gave all my details cluding my credit card account to the AOL, and tried to used it to connect to the Internet. However, I discovered that I could not use the program at all. Whenever I tried to use it to connect to the Internet, my computer would hang. Therefore I deleted all the AOL software and gave a call to AOL and asked them to help me to cancel my account.

At that time, I definitely asked their helper/employee to help me to cancel my account. The helper agreed to do so and gave a technical helpline number. Before I hung up my call, I once again asked him to cancel my account and said I wouldn't phone their technical helpline. He replied that it was all right.

After two months, I received my credit card bill which told me AOL charged me £15.99. I felt very dissatisfied and angry. I phoned AOL and asked for refund because I have not used their dial-up service. Their helper called 'Claire' agreed to give me refund if I really have not used their service. However, they have not done so......

I called them three time in total to report my case and ask them to give me refund. The lastest one was on 19th March 2003. Their helper told me they won't give me any refund because I didn't cancel my account on time. He explained and agreed that it is their fault as their helper didn't help me to cancel my account while I asked them to do so at the first time. I am very diassatisfied and angry how they can do so. Obviously, this is not my fault, but theirs. How come I need to pay them due to their fault?!

I hope you will look into my case and help me to solve it. Thank you very much for your help.

Cham To Tse



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