AOL and terrible customer service.

June 14, 2007

My name is Tracey Felten and I my family has had AOL on line service for 10 years without a problem. My service was in my Mother's name and 6 years ago she passed away. I never thought to call AOL and put the service in either mine or my Fathers name since we had NEVER had a problem. Dad was, and still is, paying the bill and they have no problem taking the money out even though my Mother's name is no where on the account. Here's our dilemma. About 2 1/2 weeks ago my service was turned off with absolutely NO warning. When I tried to get back on, a pop - up came onto the screen saying I violated procedure. I had no idea what happened, so I tried the on line help they offer. This person was obviously reading off a piece of paper and no help what so ever. I tried to explain I was the account holder's Daughter and that my Mother had passed away, he still asked to speak with her. I said if you can do that, that would be cool tell her hi. . He didn't get it, as I figured he

wouldn't. Anyway, I asked for a phone number so I could speak with someone, he gave me a number and said good luck. Thanks buddy. So, I call the number and got an equally illiterate person with the exact script in front of him. I asked to speak with a manager. I again got a man not willing to offer any information that would be helpful to the situation. At this point, all I wanted to know was what in the world did I do to make then turn off my service!! I'm a 36 year old female and all I do is work from home at night and email my friends. At this point I have gotten no help. I had to get my Father involved. We asked what we needed to do to get the service back on, they said we will MAIL you the information in 5 to 7 business days. I said I absolutely can not be without my service for that long and they basically said oh well. I asked them to fax the information to me, that would only take 72 hours. ( are you kidding me? ) Now 3 days had gone by and still nothing, so we

call. My Father is slowly coming unglued at this point. Still there is "nothing we can do to help you" is what we hear. We did call the customer service number right? Finally, after 2 more days had gone by, my Father received the fax. So we frantically gather the information they requested and sent it directly back to them. The next day I call to make sure they received the information. This time the guy I was talking to was a little more helpful. He said they had received the information and that the process was on its way just keep checking and trying to get on line because we don't call you we just turn your service back on. Four days later, still nothing. So I go on-line to try one more time, I get the pop up again, since I was there I tried the on-line help line again. This man was very nice and gave me a new number to try, so I call my Dad and gave it to him. My poor 66 year old Father that has to continue saying " My wife has passed, can someone just please help

us?" We were told everything was good and the service will be back on soon. Today they took another payment out of my Fathers account, and I still do not have service. My Dad called, again, and now they want a written letter from the lawyer saying that my Mothers estate is now in my Fathers name. My Mother didn't have a will, a lawyer, or an estate. They had a house, a car, and some bills and each other. Now AOL wants us to hire a lawyer, at our cost, just so they have a letter??? We sent a copy of the death certificate, isn't that enough?? We have been frustrated, inconvenienced, stressed out, everything but helped!! Yet they still take the money out of the account that is in my FATHER'S NAME, not my Mother's. Needless to say, I still do not have service. I have never been treated so poorly. I would like to have my address book back and my Father compensated for all the aggravation he has endured through this ordeal. Please, please, please...if there is anything you can

do to help us we would truly appreciate it. If anyone has any information they can foward me to help us please email me at Email User Thank you.

Tracey Felten

Chandler, AZ

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I had AOL for over 10 years. It has revoled in to a terrible ISP. No one in management cares. The AOL PC Police (Terms of Service) is highly political and supports the current White House. If you post a comment critizing the White House, you will be blocked from posting. The New CEO Tim Armstrong is doing nothing to correct the situtation in that he is in New York and the AOL Network and Employees are in VA! Get another ISP and forget AOL!