AOL Refuses To Cancel Dead Woman’s Account

June 21, 2006 by Chuck | 3 Comments

It’s not bad enough that the poor woman’s dead, she keeps getting charged for her AOL account. They simply refuse to cancel the account without speaking to her personally.

“Till death do us part” may apply to marriage, but with AOL,buddy, you’re hooked for life AND DEATH! That’s one way to keep subscribers. It may soon be AOL’s only way….

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  • Melinda Gesin on June 21st, 2006 at 2:27 pm

    I do not know much about this particular incident except when I read it I laughed histerically because I hate AOL and it did not surprise me to read this. I felt like a prisoner when I had AOL, if this poor women was alive to defend herself I could only imagine how she would feel.

  • wom on June 22nd, 2006 at 6:08 am

    I’ve never used AOL so I can’t relate, but I thought this was the funniest thing.

    I first thought it wasn’t real. Like some guy put it together for fun. I learned otherwise after his story gained media attention.

  • Lalita on April 18th, 2008 at 3:49 pm

    Oh, Lord! What an ugly flashback. Three years ago, when my AOL -savvy mother died, it fell to me to help Dad figure out her online account. I wrote. Each letter began with the painful reality “My mother’s passed away…” I sent one of those ugly green pieces of paper–the one that says “Cause of Death” and still, they kept billing her month after sad month. I wrote again. Still, more bills.

    So, I called.

    After carefully explaining where we were in this matter and being stymied by a useless rep, I asked to speak with the rep’s supervisor. Her helpful comment to me when I asked to escalate the matter? “You can talk directly with the President of AOL himself and you won’t get your money back.”

    My comment to her: “That’s exactly what I’ll do, then.”

    So I sent a letter, blind, to the president of AOL. I got no communication whatsoever, but the bills stopped and a check showed up for several months of billings.

    Customer service reps are selected for their lack of both creativity and empathy (come to my blog, totalteam.blogspot.com and I’ll find a link to substantiate that assertion). Certainly AOL, in its customers service hiring practices, has hit the motherload of uncreative, dispassionate reps.

    That, surely, is a reflection of their business model. And now, after having their users pay for it, they are.

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