That AOL Tale Was Familiar

Regarding “You’ve Got a Bogus Account With AOL!,” Michael Hiltzik, Feb. 27:

My father had an AOL account. When he passed away in January 1999, I was tasked with wrapping up unfinished business.

To cancel the AOL account through the credit card company was going to require filing a written dispute of charges, a cumbersome process, so I tried calling AOL.

After the typical “press this, press that” and holding for an unconscionably long time, I finally heard a human voice ask, “How can I help you?”

I explained that my father had died and that my mother, who didn’t know how to use the computer, had asked me to get AOL to close his account.

“I’m sorry, ma’am,” came the reply, “but only the subscriber can cancel the account.”

Astonished, I stammered, “I just told you that he’s dead. He can’t cancel the account.”

“Is your mother on the account?”

“No. She’s on the credit card, but not on the AOL account,” I said.

“Well, I can’t help you. Only the subscriber can cancel the account,” the AOL representative said.

“Is there something I can send you to confirm what I’ve just told you and get this account canceled?”

“No, only the subscriber can cancel the account.”

Ultimately my sister had the credit card canceled, forcing the closure of the AOL account, the last remaining recurring charge on the card.

So, from where I sit, AOL deserves all the criticism it’s getting right now. Thank you for calling attention to its inappropriate tactics.

Catherine Ranger

Washington

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Reading the column was like reading my own story.

I too checked my American Express card and found two charges from AOL: AOL Music Now for $9.95 and AOL service for $23.90.

I was shocked. I never signed up for any of these services. I called AOL and dealt with the same stuff that Michael Hiltzik encountered: extremely long waits, being directed to the fraud department, receiving an affidavit, etc.

I asked AOL about AOL Music Now and it kept giving me the same phone number, which happens to direct you right back to the same AOL department.

I’m fed up!

Jennifer Bell

Moreno Valley

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I had an experience similar to Hiltzik’s with my account, but a worse nightmare with my parents’ account.

AOL refused to reverse the charges and offered only to provide free service for three months, after which time I could call again and try to cancel the account -- most likely after spending another hour on the phone.

I tell my friends, at every opportunity I have, to cancel any accounts that they may have with AOL.

How can we get the Federal Trade Commission to take action against it?

Manuel Amaya

Claremont