Anti-AOL

Updated 6-30-08.

Almost any complaint against AOL can be resolved if you keep good records and stay on top of it. Important: Keep a paper trail with notes about what was said during phone calls, hang onto cancellation confirmation letters and/or bills received after you cancel and tape calls to AOL. Your best bet is to then file a complaint with the BBB and with the FTC.

Your paper trail should include:

• Time and date of your call.
• Master Account screen names you're canceling.
• Names, email addresses, clock numbers and/or shift numbers of reps and supervisors you spoke to and brief notes about what was said.
• Your cancellation confirmation number. If you don't have one but you did try to cancel you can still file a complaint.
• Any reason reps and/or supervisors gave you for refusing to cancel your account.

You should also have on hand:

• Copies of letters asking them to cancel your account.
• Copies of any audiotapes of your calls to them.
• Your cancellation confirmation letter. Expect one within 2-10 days of your phone call or letter; if it doesn't show up you can still file a complaint.

The BBB resolves most complaints they get about AOL (see this BBB Reliability Report for stats) but won't enforce law or impose fines or sanctions, so don't contact the BBB hoping they'll file a lawsuit.

You'll see their complaint form asks, "What steps would you like the company to take to resolve this situation?" Tell them you don't want AOL to resolve it with free service, reduced rates, or anything else. State you simply want your account canceled, then list any refund AOL owes you for any sort of over-billing.

The FTC is also good to complain to, but make sure you complain to the BBB first because the FTC won't step in on a case-by-case basis. If the FTC gets enough complaints about AOL, they are likely to file suit on everyone's behalf, as they've done before.

You can (and you really should) also file a complaint with your state attorney general's office. They can get your account canceled and get your money back for you, too. This page gives you addresses for attorney generals in all 50 states. It's come to my attention that any state that gets "enough" complaints about AOL may take action (that is, they may file a lawsuit) in the future.

You can also use this contact info to file a complaint against AOL:

AOL LLC
Attn: Heidi Jongquist, Program Director
Regulatory Order Compliance
PO Box 65571
Sterling, VA 20165-8806

Further Reading: See my How-to Section for more ways to get AOL out of your life.