I helped a broadband user cancel (yet keep) his AOL account today. Over a year ago, AOL stopped charging users who wanted to use their service over broadband. However, they did not tell their members about this change and continued charging them.
My client was still paying $23.95 per month for AOL. The conversation went kind of like this:
ME: Are you still paying for AOL?
HIM: Yes.
ME: How much?
HIM: $24 per month.
ME: You know that AOL is free now for broadband users.
HIM: Really? How is the free service different?
ME: It’s not. It’s exactly the same service, they just don’t charge you for it.
HIM: Why are they still charging me $24 per month?
ME: Because you haven’t asked them not to.
HIM: How was I supposed to know that they were free now if they keep charging me?
ME: You should visit HelpMeRick.com more.
HIM: How do I cancel.
I then called the AOL cancellation number. During the hold, a recording notified me that I could just type the keyword CANCEL into AOL to change my plan online. I decided to hold hoping that I might be able to talk AOL into giving my client a few month’s of his money back.
Twice, I was hung up on by AOL as soon as I mentioned that I wanted to cancel. The tech said, “I’m sorry to hear that you want to cancel, I will help you out with that…*click*.
So, I typed CANCEL into AOL and it lead me through a very quick three step process of canceling his AOL account. The whole process was extremely easy. I have to think that AOL must have become tired of customers asking for some of their money back.
Why hasn’t there been some kind of class action law suit over this, I’m not sure…maybe it’s in the pipeline. I alone have met dozens of people who are still paying the full $23.95 price for AOL. A price that AOL doesn’t charge any new members. Their service is $9.99 for dial-up and free for broadband users.
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