- Report: #1435814
Complaint Review: AOL - New York New York
Reported By:
Mark -
College Point, New York, United States
Submitted:
Updated:
-
Author Confirmed
Why?
AOL
New York, New York, United States
Web:
feedback.aol.support/aolmailsupport
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AOL America On Line charged credit card; could not provide service when needed. New York New York
When Verizon discontinued e-mail services with FIOS accounts they ported over existing accounts to AOL. After reconfiguring my "Live Mail" settings to those recommended by AOL I still had problems retrieving my e-mail. The help desk at AOL said that all they could tell me for free was to switch to a different mail organizer program. If I wanted in depth help then I would need to pay $4.99 +tax per month for their premium help desk; first month free.
So I signed up. While they processed my paperwork, I fixed the problem; or so I thought. Three weeks later the problem surfaced so I called the helpline #800 827-6364 (still within the free month) and was asked my e-mail account which I gave them. For 15 minutes I was switched among reps as they tried to locate my account. Finally a rep said that they could not find my account and so I must not have signed up for the service and would I like to sign up for the paid help desk; first month free. I hung up.
Three weeks later I received a charge on my credit card for $5.19. When I called to inquire AOL asked for my e-mail account which I gave them. (same as the account that they couldn't find 3 weeks earlier) This time they found it right away, but there wasn't any history of me calling in for help said Marvin (who sounded like a woman) so since there was no proof that they couldn't help me nor a case# she could cancel the service bot not refund the money.
She then transferred me to Nick (in Arizona) in billing who found my e-mail right away but would not issue a refund. I have spoken to several other Verizon FIOS subscribers who have also had problems with interfacing their e mail organizers with the new AOL services and have been told the same. No unpaid help other than get another organizer program. If this is indicative of their, service I'd steer clear of AOL's paid help.
