AOL broadband - cancelled free trial service - returned DSL modem, but still charged for not returning it

# 14 for August 24, 2003

Complaints.com received the following consumer message on August 23, 2003:

From:

RE: AOL broadband - cancelled free trial service - returned DSL modem, but still charged for not returning it

How do you like this (Another sad tale in the AOL saga):

In JANUARY we foolishly tried, for "free", AOL broadband. We quickly decided it was not worth the cost, and canceled. We were told the DSL modem had to be sent back, and that if it was not received WITHIN 30 DAYS, that we would be billed for $198. In mid JULY, The charge came through. It was certainly unexpected (unwarranted as well). Not expecting this, the money was not there. As a result of the charge being attempted twice, I was also charged about $150 in overdraft fees. After 6 MONTHS, it will be mighty difficult to track anything down, which is certainly in their favor. The charge, despite my protestations, has now gone through. I spent a total of THREE HOURS on the phone, trying to get it resolved. My phone actually DIED while I was on hold! Their on-line billing "help" says I have to call. While waiting in the calling cue, I am urged to use the on-line service. The people on-line claim they have no access to billing records. AAAAAAAHHHH! The people on the phone must never get to talk to a happy consumer, as they start off on the defensive. Once this is resolved (IF is probably a better term), thats it for them.