I recently purchased a new laptop with an AOL offer for a free 3 month trial period.  After my first month of service, they sent me a letter stating I needed to update my billing information.  Then, when I tried to cancel before my 3 month trial period was over, I discovered my billing cycle started before I even connected with them.

I cancelled their services today and noticed this before I canceled; however, I did not complain because I did not receive a charge from them.

However, a couple of hours after I called and canceled they posted a monthly payment to my account.  Also, in my mail I received another letter stating they would cancel my services if I failed to update my billing information.  I called AOL billing and asked for clarification regarding how my billing cycle could have began before my install date on my AOL systems information.

The representative stated that I did install at a later date, but my billing cycle was before that and I should have looked at my billing cycle, and I did use the service so I should pay.

I told the representative that I was receiving a free trial period.   Therefore I did not think I needed to look at my billing statements and did not think I would be charged for a service before I even became a member.

I asked for contact information where I could make a complaint stating that the policy for the 3 month free trial period is ambiguous and needs to be more specific.

In addition, I asked her if she would update my billing information so I could ensure AOL received my payment and I could be done with them forever.  She argued with me for about 20 minutes stating that it is my fault, I do not need to make a complaint, and I must have something wrong with my credit card and credit if there is a problem with my billing.

After stating it is my consumer right to have this information, she gave me a mailing address to AOL headquarters, but did not give me anyone to address it to.  She would not update my billing information.

Next, I called AOL and pretended to be a new customer with a free 3 month trial period.  They informed me my billing cycle would start the day I joined and my free trial period would end that day.  That representative then harassed me because I did not want to join AOL.

I hung the phone up.

Angie Day, amday@mail.usf.edu