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AOL still using deceptive practices to prevent you from canceling

consumerist.com — The Consumerist received a tip from an anonymous AOL call center employee with information about the new cancellation procedure. What did it contain? It showed that AOL still won't cancel your account when asked, rather opting for a deceptive practice of telling them they've canceled the billing but the account remains open.

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  • popsumer, on 10/12/2007, -2/+39More than just a tip, it's actually a copy of their new cancellation script.
    • molecool, on 10/12/2007, -2/+16Yeah, I remember the posting a few months ago. Here's what I would suggest to AOL: if find yourself in the hole, stop digging! Honestly, the only thing that's going to stop these kind of practices would be a nationwide TV report - thus far I haven't seen any takers... no surprise there.... greed and utter disregard of customers seems to be the motto of today.

      I have greatly reduced my service contracts and am thinking twice now before I sign up for anything. My immediate thought always is: how are they going to try to rip me off in the future? If they would play this game with me I would immediately contact the FTC AND tell them that I am recording this conversation as of now. That should get your account cancelled in due time.
    • mukiex, on 10/12/2007, -10/+5Actually, molecool, this is pretty close to a nationwide TV report:

      http://youtube.com/watch?v=ywwlp0_l7hs

      Not the whole nine yards, 30-minute-long report via Dateline, but it's definitely a step in the right direction.
    • controlguy, on 10/12/2007, -5/+22I just read the script and the article, and though they won't cancel your "account", the script clearly allows you to cancel your subscription (pay services). AOL offers free email and IM services to anyone already, and that's what they are not "canceling" (deleting). You can also still use your AOL software for free as long as you don't access any premium services.

      Just don't log into AOL and try to access premium services at a later time. Heck, just uninstall the software and access your buddy list and free AOL email though the AOL website like the rest of us.

      This one is hardly a great conspiracy. That youtube video is real news, not this script. AOL would like people to log back to AOL services because it makes it easy to get them back, but it's no "lock-in".

      You know AOL won't delete you free AIM account even if you try, right? Is that a conspiracy as well?
    • chrono13, on 10/12/2007, -5/+22It is a complete copy of their new cancellation script complete with these three things:

      "You must listen to verbal cues. If at any time Member declines offer with a verbal cue, provide Cancel Billing Close with no additional offers"

      And this:

      "If Paid Plan is Declined, read Cancel Billing Close: (read verbatim) Okay, I'm canceling billing on your account as of today. Keep in mind you can continue to use your AOL Mail and the AOL software free for as long as you'd like to use them. Since we're no longer providing your Internet connection, we still want you to be able to enjoy AOL. You'll no longer be charged a monthly membership fee for AOL. Does that take care of everything?"

      And this:

      "If Cancel Billing is Declined: Cancel account."

      Where does it say that they are supposed to lie to the customer, refuse to cancel their account or refuse to stop billing them?

      I know many people who won't quit using AOL because they fear that they can't continue to use their great AOL software (no, they aren't the brightest crayon in the box) and even more fearful to them is the loss of their precious spam-ridden AOL mail.

      Sure, AOL would be doing them a favor in denying them access to these as a default "stop billing" action, but again - we aren't talking about the brightest here. Some of AOL's customers are only still customers because they *actually* use AOL's software and don't know anything else. Further, they pay out the nose every month for one of the worst web-mails in existence. This allows an easy transition (IMO).

      They could, of course, ideally offer two choices:
      1. Default recommend Cancel billing, leave account/mail open for easy transition.
      2. And mention that at any time they can have their account/mail canceled as well.

      And I can even see where that two-option offer would confuse the 70 year old Grandmother.

      I hate AOL with a passion, but this is much better than their previous practices.

      Before Gmail, how many of you successfully canceled your free web-mail accounts?
      I know I still see dozens and dozens of sign-ups and when you sign up, you find that there is *no* way to cancel or close your forum, web-mail, or other free online account.

      It isn't great, but at least they *have* an option to cancel it. A lot of web-mails, forums, and such don't offer any cancel option at all.

      Digg won't let you cancel.
    • dognose, on 10/12/2007, -1/+15FYI, their "free" software is considered Badware:

      http://www.stopbadware.org/reports/reportdisplay?reportname=aol082706
    • Kittyflipping, on 10/12/2007, -1/+4@chrono13
      "They could, of course, ideally offer two choices:
      1. Default recommend Cancel billing, leave account/mail open for easy transition.
      2. And mention that at any time they can have their account/mail canceled as well."

      According to the email, the only difference between cancelling completely and the 'free' account is with the 'free' account they keep your billing information.

      "Even if the member completely cancels their account, they can go online to AOL.com and log in with their old/existing user name and password and their account will work just as the free account does, except they don't have an active billing account just a free unattached email service."
    • Niz1, on 10/12/2007, -0/+2Well it was easy for me, I'm off to Uni so called up and said i have no use for the Internet at home and they canceled, no comment, and they also deleted my AOL e-mail account. Otherwise id have to pay £3 or something to keep it a month. I was expecting a hard time after i read the previous article about this. In the UK by the way.I suppose AOL works differently outside the US.
    • carve, on 10/12/2007, -0/+3I hate aol as much as the next guy, but what is the problem here. You're not using them anymore just like a "real" cancellation, but you still have your email account if you ever need it.
    • rejectpenguin, on 10/12/2007, -1/+3What a load of bull. I used to have an aol account with their service, when I cancelled they gave me the free service and it was no problem. Everything works fine no secret schemes or any of this nonsense. It even works with your aim account (the only reason I accepted the service). Why does everyone have to be so skeptical.
  • i440, on 10/12/2007, -1/+31I wouldn't use AOL even if it were free...
    • bluedefender8, on 10/12/2007, -2/+8The problem is people who don't read the fine print, which is exactly what AOL is going for. They see "90 days free" or whatever, and think it's a good deal. Little do they realize that when they put in their CC# for "verification purposes" that it is going to get charged in 3 months, for the next month/year of so-called service.
    • blapierre, on 10/12/2007, -2/+13Only a retard would give their CC# not expecting it to be charged. If it were free forever why would they ask for a CC#?
    • rfunches, on 10/12/2007, -1/+9"Only a retard would give their CC# not expecting it to be charged. If it were free forever why would they ask for a CC#?"

      To prove that you are:
      1) 18+ years of age, or
      2) Capable of stealing CC#s, or
      3) Capable of persuading someone to let you us their CC#.
      Obviously the intended purpose is #1, but the other two are possibilities.
    • webwidejosh, on 10/12/2007, -3/+0There would be a dollar amount associated. What credit card company is going to stand by a dispute in which no dollar amount was every presented? That would be incomplete terms, and wouldn't be an enforceable contract.
    • Rub3X, on 10/12/2007, -2/+3To make sure you're a legit customer that has the means to pay when the trial is up.
  • theOster, on 10/12/2007, -3/+27WHOA! STOP THE PRESSES!!!

    oh wait, AOL... nevermind.
    • derning, on 10/12/2007, -14/+3Awww man, that would have been funnier if you just left out the second line.
  • brstilson, on 10/12/2007, -2/+26And AOL's value has slipped from 200 billion to 20 billion. I wonder why...
    • molecool, on 10/12/2007, -8/+5I completely agree with Blisshead - this should be prosecuted.
    • ilyag, on 10/12/2007, -1/+10"And AOL's value has slipped from 200 billion to 20 billion. I wonder why..."

      That's almost entirely due to the fact that they're a dial-up service provider, and dial-up is rapidly being phased out for broadband. To counteract this, AOL has signed deals with many broadband providers such as Verizon DSL, but most people don't want to pay extra AOL fees on top of their broadband fees, so that's not much of a revenue stream either.

      Their customer service problems are horrible for PR and amusing to report on and talk about, but most average people don't care. The main thing for them is: why pay $20 for AOL's dial-up service when I can pay slightly more for broadband, which AOL does not offer?
    • LiquidPenguin, on 10/12/2007, -0/+6@ilyag

      Because not all areas offer such cheap broadband. It's a little bit misleading to believe that those deals you see on TV for $25 broadband applies to all areas of the country. They don't. Where I live, it costs me $45/m to get cable broadband (DSL is not an option and other services are even more expensive for even more imbalanced bandwidth) and that's _including_ the so-called discount I receive for having cable TV service (which bring the total bill to just over $100/m). Without the "discount", my provider would fleece me for $60/m but they're willing to "only" charge me a total of $55/m if I also pay for "basic" cable TV.

      On the other hand, my girlfriend pays only $15 a month to AOL for their ***** 56k dial-up.

      To her, "slightly more" means $5 or even $10 above what she pays now. She's not very willing to pay almost double what she pays now for what she believes is the limits of AOL.

      (Don't worry, I'll take her to the Dark Side, I've introduced her to the wonders of P2P :) )
  • Blisshead, on 10/12/2007, -9/+14We need better punishments for crimes like this. I think it's no different than any other scam or fraud, and that the "people" responsible need something amputated.
    • Protonz, on 10/12/2007, -4/+15I'm still not clear on what the crime is. AOL stops billing the customer on demand, but keeps the account open. Is the implication that AOL could suddenly send the customer a bill?
    • blapierre, on 10/12/2007, -3/+13There is no crime here.
    • n64man987, on 10/12/2007, -3/+19Where is the crime here? AOL canceled billing the customer, they just retain billing information. Name one online store that doesn't practice this. You bought something fro me them, they just don't bother deleting all the information in hopes that you might decide you want a premium service or something like that.

      Marked inaccurate.

      Go ahead and bury me.
    • jefbob, on 10/12/2007, -2/+6Exactly, they stop charging you, inform you that AOL now offers their services for free and are there if you decide to still use them, and then make sure you don't need dial-up access, that's all, it does not say anything about any deceptive practices. Why does this have so many diggs?

      Marked Inaccurate as well....
    • gpd209, on 10/12/2007, -0/+2This link isn't inaccurate. What part of "cancel my account" don't you guys understand?
    • betona, on 10/12/2007, -1/+1blapierre, n64man987, jefbob, I believe the point is that, while you are no longer being billed for monthly service, but they HAVE kept your credit card and billing info active and on file. Clicky-clicky: "Thank you for subscribing to AOL Music Now..." Clicky clicky: "Thank you for buying this video, we have charged your card for you."

      That may be a nice feature for some, but a big, unpleasant surprise for others.
  • pbaehr, on 10/12/2007, -2/+23In other news, water is still wet.
    • ohgr, on 10/12/2007, -3/+18And people actually buy it in stores
    • ilyag, on 10/12/2007, -2/+9And it costs more per gallon than gasoline.
    • blapierre, on 10/12/2007, -2/+3I don't know where you buy water, but here in California I can get a gallon of bottled water for under a dollar. However I haven't found any where near here that has sold a gallon of gasoline for under a dollar in the last 5-6 years.
    • blapierre, on 10/12/2007, -1/+1http://www.albertsons.com/store/?market=11

      I can walk across the street right now and buy a 1 gallon bottle of Albertson's brand water for $0.89 + $0.08 for the CRV.

      In Mexico I bought a 10 litre bottle for 16.7 pesos!

      Of course if you buy 6 20oz bottles of water you are going to pay a higher price just as if you bought 6 20oz bottles of gasoline for your R/C car from a hobby store.

      @jbarnett

      I'm talking about bottled water too. 16oz isn't the only type of bottled water that is sold.
  • Phocion55, on 10/12/2007, -0/+11It's that "never say die" attitude that keeps AOL from juuuuust barely staying afloat.
    • ohgr, on 10/12/2007, -1/+5Yes, AOL is kind of like the Matt Hardy of the internet. They still get over some how with the people.
  • milomilomilo, on 10/12/2007, -4/+17What you say?
    Fire is hot?!!
    Water is wet?!!
    Aol are scam artists!!

    Stop the presses!
  • roadkillrampage, on 10/12/2007, -4/+10Simple solution....call up the credit card company or bank and say your credit card or debit card was stolen. They will cancel that card number and issue you a new card. Any future charge attempts by AOL will be declined.

    I don't use AOL, but when all my re-occuring charges start to get out of control between all the folks that I have reoccuring charges with (such as TiVo, XM, Sirius, etc.) I cancel my card and get a new card number.

    • bgoodknight, on 10/12/2007, -5/+3Woah, I thought I was the only werido that did that!
      lol @ that!
    • mcbarron, on 10/12/2007, -5/+8Uh - that's a strange way to "fix" re-occuring charges. Another would be to not start them in the first place... it would do wonders for your credit report and the revolving credit card collection in your wallet.
    • roadkillrampage, on 10/12/2007, -3/+4So...mcbarron. I am not trying to be an ass, sorry if it comes out that way. Do you pre-pay all your subscriptions like TiVo, XM or Sirius so you don't have these monthly/quarterly subscription fees or do you not subscribe to anything like these services?

      TiVo, XM, Sirius and web hosting are just a few of my normal monthly automatic charges that are done. TiVo, Sirius, XM and others usually don't have an option where they will send you a bill every month and you send in your check.

      I don't know what is so weird about canceling a card number. Sure beats the hassle of going thru all the BS you would have to go thru to cancel something like an AOL account. My bank says OK, we'll send you out a new card with a new number and I am done.

      As far as canceling a credit card...who cares, I pay it off each month. It has not had any negative effect on my credit report because I am not canceling the account only the card associated with that account and getting a new card with a new number.

    • natebmiller, on 10/12/2007, -0/+2If these are services that you continue to use why would you cancel your card number just to have to resign up for all those services. Sure it might be fine for something that you can't seem to get cancelled, but I don't think NetFlix, TiVo, etc. have any of those troubles. Anyone see the logic there?
    • jimaxwell, on 10/12/2007, -0/+1Nope, I don't see the logic, don't sign up for a recurring charge you don't want to recur. Seems pretty simple to me. Also, the CC companies have a neat little trick they don't really tell you about. They may offer you a new card number, but your account is the same. Often times, even billing the old number will result in a charge to the account.
    • saisumimen, on 10/12/2007, -0/+2@roadkillrampage:

      That "solution" doesn't always work. AOL has been known in some cases to leave your account open (sometimes for years) and then have the creditors contact you for your outstanding balance.
    • mcbarron, on 10/12/2007, -0/+1@roadkillrampage
      "So...mcbarron. I am not trying to be an ass, sorry if it comes out that way. Do you pre-pay all your subscriptions like TiVo, XM or Sirius so you don't have these monthly/quarterly subscription fees or do you not subscribe to anything like these services?"

      I hope I didn't sound rude either :) I do have a few recurring charges, but they are there because I want the service. I don't have the need to constantly start and stop services - if I want a service I start it up and pay the monthly fees. If I don't want a service I cancel it and don't look back.

      I just didn't understand how/why someone would want to constantly start-and-stop these recurring charges?
  • iet2004, on 10/12/2007, -0/+6I used to think no one still used AOL, so why is it still around? Now I know that no one is USING it, they're just married to it.
  • bntphoretwunny, on 10/12/2007, -1/+9aol needs to die already
  • Fubie, on 10/12/2007, -3/+3I have a friend who has an account and can't even get ahold of anyone to cancel it properly. How do you get ahold of them?
    • pbaehr, on 10/12/2007, -2/+14Has your friend tried a telephone?
    • nyspy, on 10/12/2007, -1/+0The irony to this whole thing is I feel for ya.. I can't seem to get anyone at eBay to help me either.. I posted it to digg with the hopes that someone will take notice.. Large companies that don't service their customer's needs are major points of contention in my book. The FTC needs to do something about it.

      Here's a link to my issue.. Digg it up People.. it's important to know..

      http://digg.com/business_finance/eBay_doesn_t_care_about_account_breaches
    • Fubie, on 10/12/2007, -0/+1@pbaehr

      I see inteligent wit is your strong suit.

      Yes she tried calling. But the funny thing is, the number is always busy.
    • johnnye, on 10/12/2007, -0/+0Go to keyword - change plan.
    • Fubie, on 10/12/2007, -0/+1@johnnye

      Thanks for the tip, unfortunatly she no longer has the software installed, as a matter of fact she no longer has that PC as it was fried by a lightning storm.

      This was 5 months ago and she doesn't know her login info or anything.

      Your help is appreciated tho.
  • Raian, on 10/12/2007, -2/+4How do the executives at this company keep their jobs? It's amazing that they are able to get away with so much-- driving this company right into the ground at the speed of sound.
  • Horseshoe, on 10/12/2007, -1/+4It appears that most businesses lean toward that sort of model now a days...

    for example, if you dial your phone company, and select the 'sales' department, you will immediatly get someone, while if you choose something else... well, you may end up with cobwebs before someone answers...
    • ilyag, on 10/12/2007, -1/+3So if you had your own subscription-based business, you'd fund the cancellation department as well as the sales department? Give me a break. It may be unfair from a consumer's point of view, but it makes perfect sense.
  • jobo5432, on 10/12/2007, -3/+7AOL is the boon of my existence. I had AOL in the mid 90's, strictly for a game called MetaSquares. They decided that it should become a premium game, so I cancelled; I wasn't paying $24.95 for dialup + $xx.xx for a simple board game. Since that time, I've done more home PC installations/Broadband installations than I can count. My biggest problem with AOL is that it hijacks the computer, and takes over every aspect of internet/networking configurations. It basically assumes that you're an idiot, and starts to do stuff without asking.

    If I had it my way, I'd choke the AOL CEO, burn the HQ, and send out a worm to remove AOL from every known computer running it. AOL sucks!
    • Aratsu, on 10/12/2007, -2/+3^ Oh how true :D
    • Raian, on 10/12/2007, -1/+7boon  /bun/
      –noun
      1. something to be thankful for; blessing; benefit.
      2. something that is asked; a favor sought.

      bane  /beɪn/
      –noun
      1. a person or thing that ruins or spoils: Gambling was the bane of his existence.
      2. a deadly poison (often used in combination, as in the names of poisonous plants): wolfsbane; henbane.
      3. death; destruction; ruin.
      4. Obsolete. that which causes death or destroys life: entrapped and drowned beneath the watery bane.
    • samk, on 10/12/2007, -1/+0I loved MetaSquares. :(
      That should be on every platform, yet it's nowhere making no money for no one.
      Dumb marketing.
  • Ascus, on 10/12/2007, -0/+7I am not sure what the issue is here. AOL is stopping all billing and allowing them to keep the account for free. They can use it if they like, but they have to provide their own access.

    Have you ever tried to cancel a free hotmail account? This is now the same thing.
  • Outdoor83, on 10/12/2007, -0/+1I heard the Vincent Ferrari call, and I don't think this requires the same axe'ing. If they want to still offer me something for free that I never have to use / see and will never be charged for, I don't care one way or the other. Some people might even want this (those who want to keep their @aol.com address, for instance). If I don't have to jump through any small hoops to get them to never contact me again / stop billing me, that's all I'm concerned about.

    The only thing that's pretty dumb is the EULA you have to read after that. They should just offer it online on the first use (so that way, people who "cancel" never have to hear it / agree to it / use it).

    Put down the pitchforks... this isn't nearly as big of a deal as some of you are making it out to be.
    • gabtgurl, on 10/12/2007, -8/+1**YAWN**, the "Vicent Ferrari" call was a hoax.
  • hackershandbook, on 10/12/2007, -2/+3the real question is how AholesOnLine ever attracted so many ... well aholes online ...

    I guess the gazillion free disks and cds they sent out were quite useful ... to all the people who recycled them on masse ...

    even back the days of demon internet aholes online was doing nasty, unecessary, things with your PC - and it just got worse and worse.

    I remember having to write a whole de-installation procedure for new pcs that came with aholes online installed ....but there again I had to do one for MS-Works as well - because when you installed office on the same pc it was - well - how do you say it .... fubar

  • jeffsters, on 10/12/2007, -0/+1Umm...isn't AOL (BYOA) FREE now? I know mine is.
  • neoncricket, on 10/12/2007, -0/+2AOL is Lucy with the football, and I pity the poor fool who keeps trying to kick it.
    • AcilletaM, on 10/12/2007, -0/+3The difference is this:

      Canceled billing: Your account is still open, still active, still able to be billed against. OPEN account, they are not just retaining your info. Maybe you use the free service, wander across something AOL charges for, it works for you, and you get billed.

      Canceled account: Your account is still closed, not active, not able to be billed against. Maybe you use the free service, wander across something AOL charges for, it doesn't work for you, and you don't get billed.

  • rip747, on 10/12/2007, -0/+1Ok. I read the entire post and I'm still confused. What is the difference between canceling your account and just going with the free service? You're still not charged for using AOL in either situation.
    • jimaxwell, on 10/12/2007, -0/+0If I understand it correctly, if you cancel your account you can use your AOL mail and IM on AOL.com. If you switch to the Free AOL, you can still access the AOL software and all the content therin without being charged.
  • arcice, on 10/12/2007, -2/+0lol, I knew something was up because when I canceled I went to their email to see how good their free service was.. well let me say this I ***** canned yahoo with their big bad ad's, aolwebmail is the best free mail I've ever used for my business. I used to use gmail too but aol webmail is much nicer even though with all due credit gmail has no ADS!.. so what is wrong with this if you arn't going be charged anyways? Also why would aol go through the effort, if their customer isn't going be billed any longer how do they generate revenue by leaving it open through this loop hole?
  • baalzebub, on 10/12/2007, -0/+1there is not anything they can do if a user simply quits using their services and quits paying the bill...
  • wired4u, on 10/12/2007, -0/+1Start spamming with the AOL account to random AOL email addresses, I'll bet they close the account real quick. Or go into a chat room and start cursing and causing a ruckus.
  • Kemo, on 10/12/2007, -0/+4I was a little let down when I cancelled mine and didn't get anyone trying to stop me. I was in a mood for an arguement, and my friend wanted me to record it to post on the net, but as much as I tried arguing with with lady, she was cool about everything. I was hoping to get that ***** who kept asking stupid questions so I could just yell at someone at AOL, but I didn't have problems.

    Damn..I feel cheated!
    • Qoogirl, on 10/12/2007, -0/+1I think it was 2001 or 2002 when I tried to cancel AOL for my folks. It took me 40 minutes of saying, "I do not want AOL because I don't need it. I do not want dial-up. I do not want your high-speed service. AOL ate the computer, I don't want new software. I don't want the internet. At all. Ever."
      It should not take someone 40 minutes to say, "I'll pay the last bill but want out. Now." In retrospect, I should have said I was moving out of the country to do charity work where AOL didn't exist.
  • Jammerdelray, on 10/12/2007, -1/+0Cancelling was easy althought I switched to the free aol. No hassle.
  • VSKBadCRC, on 10/12/2007, -0/+2Well, the biggest problem I think there is with AOL is that they've established themselves as this goliath internet service provider. Their software has created an ad-ridden sinkhole for their users, but simultaneously given them software that's easy to use. So many people in the past have signed up for, and used AOL software that they've been lulled into this fictitious view of what the internet is.

    For instance, AOL users are usually oblivious to the fact that while connected to AOL, that they can use non-AOL software to access their services. Like Outlook for E-mail, or FireFox or Internet Explorer even as a web browser, or even access E-mail or services outside of AOL's domain - like Yahoo/MSN games.

    The get so tied up into AOL's bloatware that they have this very limited view of the internet. And it makes it difficult to move away from that, they're suddenly lost and confused with their software telling them every minute detail of what's happening. So when they do eventually get high-speed they can't fathom the idea of not logging in, or how they access the internet because Internet Explorer is a big unknown for them.

    To top it all off it's hard to pull away from AOL at this point - if customer service doesn't con you into staying then you'll end up staying because of all the "free" stuff they give you, such as their Anti-virus and Antispyware - which has some serious issues of it's own, providing the user learns to use it at all. They also keep you from leaving by charging additional fees for their services even when you do get broadband service, so now you're paying two sizable internet fees every month when you can get that same stuff for free.

    And when AOL had the opportunity to move out of the dial-up sector and into something a little more current, they didn't. Instead they became a leach, and have been sucking their consumers dry for years now. And the majority of AOL users don't know any better, the rest either don't have access to high-speed yet, and a few actually enjoy AOL's service.
  • mugsy, on 10/12/2007, -0/+2I can't figure out what the problem is here. If they cancel billing, what's the harm of leaving the account open? There's no apparent benefit to the consumer, but I don't see the harm either.
  • surfing, on 10/12/2007, -3/+0From the bottom left hand corner:
    please send comments to Drew Schneider (drewsch04@aol.com).
  • Technopundit, on 10/12/2007, -0/+1Mice nuts. But I was ripped off by AOL back in the early 90's. Never have forgotten.
  • MikeWilson, on 10/12/2007, -0/+3"You know AOL won't delete you free AIM account even if you try, right? Is that a conspiracy as well?"


    That's how they get a perminant record of your information.
  • jo42, on 10/12/2007, -0/+2It's not just AOL. I'm trying to cancel ADSL service with a local ISP. I called. They said to send email. I sent email. No response. I send fax. No response. One month later, still getting billed for it. Arsewipes.
    • Qoogirl, on 10/12/2007, -1/+1That IS downright ridiculous. One month? Do what Americans do--sue someone.
  • kitf0x, on 10/12/2007, -0/+4I used this script to cancel today, it motivated me enough to stop being lazy about it and risk losing my aim screen name sometime down the road. The rep was very shocked when I asked him to skip to the end read me the eSource disclosure and give me the cancel number. But he did right away skipping all of the rebuttals and dialog.
  • acousticdryad, on 10/12/2007, -0/+1I used it back in the day, they kept offering to reduce the price. From $21 to $14, to $4. I eventually just cancelled that credit card and they went away.

    Though I wonder if my account is still open after all these years...
  • Guye, on 10/12/2007, -0/+5Not so different from MMORPG's. You cancel your account, but they still keep your character around for ages in the hopes that you have a relapse at some point.
  • mweels, on 10/12/2007, -1/+1Add earthlink to that list.
  • tomaburque, on 10/12/2007, -1/+2Beware of the words "free" and "AOL" in the same sentence. AOL doesn't do paper bills - they only do automatic payment methods such as credit card, checking account or phone bill. That way they can start hitting your payment method automatically and take advantage of the fact that 80% of people don't check their statements carefully every month and that means free money for AOL when people forget to cancel ther damned free trials. AOL has raked in billions that way.

    The "free" version of AOL is free but you have to remember that the method of payment remains on file and AOL can and will start hitting it again if you click on something that says "Would you like to try X for FREE!" like their $8.95/month DRM hobbled music service or their $3.95/month firewall (I am not joking, $3.95/month for a firewall and people are dumb enough to pay it). And if you let them they will will try to put you on a plan that gives you 10 hours a month of dialup for $4.95. Sounds like a good deal for people who need very limited dialup. But then you go over the 10 hours acccidently it's $2.95 an hour for crappy dialup which of course automatically hits your method of payment before you have a chance to complain.

    People who read Digg don't use AOL so warn your mom and your uncle Fred and so on about those discs. Tell them to throw them away.
  • Slovenian6474, on 10/12/2007, -2/+1Aol: Hello, how can i help you today?
    Customer: I'd like to cancel my service
    Aol: To bad.
    *click*
  • atmablue, on 10/12/2007, -0/+2For all of you wondering what the difference between a "free" account and a "canceled" account is, the original email of the tipster makes it clear: "free" accounts are receive postal mailings and telemarketer calls from AOL and their associated partners. You are still in a "business relationship" of sorts with AOL with a free account, so these types of communications are considered legit. With a canceled account, you don't receive any marketing communications. The tipster notes that since there's no difference in terms of service (meaning you can still access your email, etc.) between the two types of accounts, so you should opt for the canceled account to avoid all the marketing junk.
    • atmablue, on 10/12/2007, -0/+2@marahmarie

      "Canceled accounts don't originate billing or marketing and their emails and other services can still be used."

      That's from the article and what I was going with. Undoubtedly your experience says otherwise.
  • DoodleFlash, on 10/12/2007, -1/+1If AOL won't cancel your account, stop the money being payed to them.

    Also, ring them up and clearly say:
    I have stopped the money from coming out of my bank, JUST CANCEL MY ACCOUNT *hang up*.
  • superpixel, on 10/12/2007, -0/+1And yet none of you seem to mind being charged hundreds of dollars to get out of cell phone contracts. Or losing deposits when switching LEC's. Or pissing off creditors, or... meh. You also get ads in your gmail. Remember the hue and cry raised when that started? Yeah, good times.
    • hass, on 10/12/2007, -1/+1They clearly tell you there is a cancellation fee when you sign up for a cell phone contract. They have to cover the costs of the cell phone somehow. Why should they let you sign up for service, get a free cell phone, and then allow you to cancel your service a month later. If you don't like the terms of the contract you can buy the phone elsewhere for full price.
  • bobbi, on 10/12/2007, -0/+2I really don't understand the whining here - if you cancel, you cancel, so WHAT if you're offered a free e-mail address? How many e-mail addresses does everyone have that they don't use? Don't answer the phone, throw out the mail, use the e-mail address if you want, or just don't.

    Really silly nitpicking, imho.
  • rowlodge, on 10/12/2007, -0/+0been there ...did that...kept getting free extensions for dial-up speeds but finally got it cancelled...id do it again but if it were dsl id pretend to wanna cancel and get free dsl extensions...!

    "nope i really wanna cancel please...ohhh well i guess just a few more months won't hurt"
  • twatwaffle, on 10/12/2007, -0/+1SUE THEM

    http://digg.com/tech_news/Technology_Addiction_Say_What
  • bll3r87, on 10/12/2007, -0/+2I wouldnt even want the free AOL address they give you . . . . thats embaressing ill stick with gmail
  • wtf00, on 10/12/2007, -0/+0oh *****... I see the new version coming "AOL 10 reloaded - new customer service a better way to keep you in and more bloated than ever but maybe we allow you to remove some feature... " AOL needs to die or someone PLEASE INVENT something would kill this people off the market.
  • eMuleDude, on 10/12/2007, -0/+2Crap like this is one reason why AOL is in the toilet.
  • Freshcaffeine, on 10/12/2007, -0/+0I remember back in the day that I signed up for AOL because I wanted the free internet connection for 30 days or what ever and before the 30 days were up I called to cancel the service ( I had gotten cable by then) and at first I couldn't find a way to contact them, then once I got a number they wouldn't answer the operator line, then they didn't cancel my service and I had to change my credit card # to keep them from debiting out of my account. Probably one of my worst dealings with any company in my life.
  • Gavin, on 10/12/2007, -0/+1I did not know AOL was still around!
  • navycpt7070, on 10/12/2007, -0/+0I just read the whole story in consumerist.com. Firstly, I commend the individual who decided to let us (the public) know about AOL's cancellation intent. Secondly, the whole point of why this person is doing this, is simply because he/she feels that the script is deceptive. And I agree. It is absolute wrong. It is deceptive because when you call to cancel and they tell you "we have stopped all billing on your account" you assume your service is canceled. I know I would. As the individual stated, AOL wants you to have the account whether you want it or not. That should not be AOL's policy. It isn't their right to keep my account open if I have specifically asked for it to be canceled. If they presented it to me as an option or alternative, then this whole story would be mute. They (AOL) is not giving you that option, and that is another thing that is wrong. The consumer, you and me, should be able to tell AOL - "I want my account canceled" and be the end of that. It simply angers me that AOL would deceive me just to keep an account open that I don't even plan to use. AOL has already burned me, not once but twice. The first time when I called to cancel my account and they didn't. The second time, when I canceled my CC in order to stop charges from AOL after I had called to cancel again. To my surprise, 5 months later I had a collections company harassing me to pay them $96 for AOL monthly services I had never even used. I won't get burned a third time. NO more AOL services for me, even if they are "billing canceled", "account canceled" or anything after that.
    I guess, for those of you who need to use AOL, just take the advice of the tipster. Cancel your account completely first, and then use the service when you want to. It is safer that way.
    As for AOL - "Shame on you".
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