A O L

A O L

January 2001, 1 took out 1 month's free trial with A O L internet provider. I tried to cancel the free trial via the internet before the end of the month. It would not allow me. I sent a letter to the address I was given. A O L started to take money by direct debit from my account. I telephoned several times. they still carried taking money from my account by this time I had subscribed to Freeserve, that was in the February 2001. I cancelled my landline with B.T. due to my daughter phoning mobile numbers, because I am a single parent I decided not to have a landline.

A O L still carried taking the money via direct debit from my account, I got in touch with Lloyds TSB my bank and was sent a form to fill in from there direct debit department, the letter I sent back to them was lost. I sent another letter with all the details once more, Lloyds said they could not help, as it was now out of their time limit.

I went to my nearest Lloyds TSB branch, customer services phoned A O L they denied having any correspondence from myself or having a phone call, the customer services advisor for my bank said, if they checked they would be able to see, that I had not been using the internet as I had no landline. They agreed to cancel, after being transferred to 5 different department.

A O L carried on taking the money from my account, I went to my bank once more, the same customer advisor, telephoned A O L again, we were transferred to several different departments again, they had no information to say we had contacted them previously, but once again said they would cancel

A O L carried on taking the money out of my account, in desperation I booked half a days holiday from my employer Dudley MBC, Social Services, were I am employed in the finance section. Once more the customer advisor at Lloyds TSB telephoned AOL, again we were put through to several different departments, once again they said they had no knowledge of any contact from myself, the advisor from the bank, was the same lady who had previously phoned, she told them it was obvious that they did not make any record of telephone conversations. She said that they should stop debiting my bank account and refund all the money that was taken. I had of course told AOL, that they could speak to her on my behalf, that was several months ago.

AOL are still taking the money out of my account, the bank has told me that there is nothing I can do.

In desperation, I contacted the trading standards department, they suggest I contact you. I have only just signed up to broadband. There is no way I could use AOL internet, I stil do not have a landline.

Is there anything you can do to help? me &#16310.99 a month over 3 years is ridiculous to pay for something you are not using.

Yours sincerely

Barbara P

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