AOL messes up!!

[skiwee1]

I signed up for that $4.95 deal last week. Tonight I look at my current billing charges and see that my bill is up to $30!! I have the $4.95 plan! So I go online and they tell me that AOL has a mistake and there is no plan for that that gives unlimited access. It is supposed to only give you 3 hours no matter how you get to AOL. So check your bills! I had them remove the $30 and give me back the $14.95 plan. I knew it was too good to be true!

 

[CLynnJones]

I hope this is not true! A one-time mistake maybe?--- b/c I just switched to the $4.95 plan.

 

[skiwee1]

Well I just spoke to a REAL person! LOL! His name was Scott. He said there is no $4.95 with unlimited BYOA. There is a known mistake on their billing site that states it but it should read that it is 3 hours TOTL usage no matter how you get online. I told hin there was going to be a lot of angry people when their bills start racking up! He told me to get online and tell everyone that there is no such plan and that to call AOL directly. So now I am back to the $14.95 plan with 10 hours of dial up.

 

[buzz2400]

I have a suggestion, why not call aol and ask them if they could give you aol unlimited for the $14.95 because you are thinking of going to a competitor that only charges $10 a month unlimited usage. They might give you a better deal to keep you. I just called and cancelled AOL and the guy would not let me get off the phone, trying to keep me as a customer. I previously had aol for $14.95 a month unlimited because I had signed on for 12 months.

 

[skiwee1]

I have a suggestion, why not call aol and ask them if they could give you aol unlimited for the $14.95 because you are thinking of going to a competitor that only charges $10 a month unlimited usage. They might give you a better deal to keep you. I just called and cancelled AOL and the guy would not let me get off the phone, trying to keep me as a customer. I previously had aol for $14.95 a month unlimited because I had signed on for 12 months.

I had the $14.95 before this fiasco. I now have it back.

 

[skiwee1]

I hope this is not true! A one-time mistake maybe?--- b/c I just switched to the $4.95 plan.

My neighbor just IMed me. He checked his bill and his is up to $80! I feel bad as I'm the one that told him of this great deal! The people at AOL just told him the same thing they told me. I don't think AOL has any intention of telling anyone what is going on until you call. Every one has said to me that it incorrect info under that particular plan and that they do not offor nor will honor it.

 

[mickey4ver]

Can we all say "FALSE ADVERTISING"....the right person isn't going to stand for it when they get their bill and make a stink over it and hopefully AOL will either honor the stated terms or FIX THE STINKIN' terms they have posted on THEIR site........that irritates me when companies pull this crap...I don't believe for a minute "it's a mistake"...I think that people caught on to it and they have realized that everyone is switching and now they are backtracking saying it was a mistake .........

 

[Tiffa]

AOL got me too! they told me free with Time Warner then I got the $35 bill my dh called them and said "what the heck" they told him there was no such plan they could get him a good deal on $14.95 package -NOT -told them to keep their "Free" package got rid of them I didnt want to -but I didnt want to mess with them.

 

[wuv tigger]

Terms on our account clearly state unlimited access:

If you spend most of your time on AOL using a high-speed broadband connection, or expect to use a dial-up connection only once in a while, this is the plan for you. For $4.95 per month, you get unlimited usage of AOL over a high-speed connection (purchased separately from your local cable or telephone company), plus an additional 3 hours of dial-up access at no extra cost. If you use more than 3 hours of dial-up time, you will only be charged $2.50 per additional hour, up to a maximum of $35.00 in hourly charges on top of your monthly membership fee. And no more arguments about who gets to sign on first: as long as you have a broadband connection and home networking equipment, you can have up to 7 users sign on at the same time, even if one is using a dial-up connection. - High-speed connection is not included - Any changes to your pricing plan will take effect on your next billing date - Premium services are subject to additional charges beyond your monthly membership fees - Members in certain areas, including Alaska, may have to pay additional communications charges - If you connect to AOL using a dial-up connection, you may incur additional charges on your telephone bill, depending on your location and calling plan. Please check with your telephone company for more information.

They have always kept track of our usage, so I do not pay attention to their billing calculation. Our first bill was for $4.95. We will have to watch to see if they honor their offer. State Attorney General will get a call if they don't. Might have been a marketing test that got released by mistake.

Edited to add that there is no way my bill could get up to $80 because the cap is clearly listed as $35 above the monthly charge. It will be fairly easy to win the credit card dispute because I have the information saved on my hard drive.

 

[Gymbomom]

This is my conversation with AOL live.

MHI 443169: I understand that you need assistance with changing your price plan, is that correct?
kbarnett15: i am scheduled to switch to the $4.95 plan on June 27th
kbarnett15: is this plan truly UNLIMITED AOL with your high speed internet provider?
kbarnett15: Like the plan I am on, just with 3 dial up hours instead of 10
MHI 443169: No problem, I am glad I am the one who received your request as I am going to do my best to assist you today.
MHI 443169: I am very sorry for the confusion. Please allow me to clarify this further.
MHI 443169: I have reviewed your account records and here is what I have found out for you:
MHI 443169: Our record shows that you have submitted a price plan change request to $4.95 AOL with 3 Dial-up Hours.
kbarnett15: correct
MHI 443169: Your price plan is currently pending and it will take effect on your next billing date, June 27, 2005, at exactly 10:00
AM EST.
MHI 443169: Please note that you will be charged if you exceed the allotted 3 hours time provided by your current price plan, irrespective of the connection type that you are using.
kbarnett15: okay, i am not sure i understand
MHI 443169: Great! You have done well.
kbarnett15: if i use more than three hours dial up?
MHI 443169: I hope I have provided you with all the necessary information that addresses your concerns. Is there anything else that I can help you with?
kbarnett15: so is it 3 hours of AOL use whether it is high speed OR dial up?
MHI 443169: Our Light Usage rate consists of a monthly fee of $4.95, which includes 3 hours of usage each month. There is a charge of $2.50 per hour after 3 hours of usage.
kbarnett15: the plan details when I clicked on them beside the $4.95 plan say UNLIMITED usage for high speed connection
kbarnett15: and 3 dial up hours
kbarnett15: it details this plan JUST LIKE the $14.95 plan
kbarnett15: only difference is the dial up hours
kbarnett15: hence my confusion
MHI 443169: No, Please be informed that you will be charged if you exceed the allotted 3 hours time provided by your current price plan, irrespective of the connection type that you are using.
kbarnett15: then ya'll have it described wrong
kbarnett15: you are saying the plan details are not correct????
kbarnett15: PLEASE read the plan details, and tell me what I am not seeing
MHI 443169: I apologize for the confusion. The price plan description provided at the Billing center is in error. This had been reported and will be resolved as soon as possible.
kbarnett15: I changed to this plan and ONLY want what is described in it
kbarnett15: That is not my fault???
kbarnett15: Why am I not allowed to keep this plan?
MHI 443169: Do you want me to change your price plan to $14.95 monthly plan ?
MHI 443169: Thank you for clarifying this for me.
kbarnett15: No, I want what you advertised on the billing page RIGHT NOW!!
kbarnett15: This is wrong to change something and have me worried about my bill
MHI 443169: I can see how that is frustrating and I regret the inconvenience it has caused you.
kbarnett15: I am sticking with the ADVERTISED $4.95 plan
kbarnett15: and if I am charged MORE than the $4.95 (because of ya'lls mistake)
MHI 443169: Thank you for bringing this matter to our attention. America Online is dedicated to improvement and meeting the needs of our members. Please use AOL Keyword: Tell Us if you have additional concerns. We really do want to hear about them.
kbarnett15: I will be contacting my State Attorney Generals Office

 

[Gymbomom]

The AOL website STILL has the $4.95 plan stated as wuv tiger has said.
I bet this will be as big as that Blockbuster fiasco that happened a couple of months ago.
This is WRONG. I can not belive they are saying this.

 

[skiwee1]

This is my conversation with AOL live.

Sounds almost exactly like my conversation with 3 different AOL people yesterday and today.

 

[disney 4 5]

We only got billed the $4.95. We never us dial-up so it sounds like the problem is possibly coming from using dial-up. I hope that this works out for everyone.

Edited to add: I just spoke with a very hlepful rep by the name of Kuki and she informed me that the ONLY way that you get charged more that $4.95 is if you go over the 3 hours of dial-up.

Below is the plan as quoted off of AOL.

If you spend most of your time on AOL using a high-speed broadband connection, or expect to use a dial-up connection only once in a while, this is the plan for you. For $4.95 per month, you get unlimited usage of AOL over a high-speed connection (purchased separately from your local cable or telephone company), plus an additional 3 hours of dial-up access at no extra cost. If you use more than 3 hours of dial-up time, you will only be charged $2.50 per additional hour, up to a maximum of $35.00 in hourly charges on top of your monthly membership fee. And no more arguments about who gets to sign on first: as long as you have a broadband connection and home networking equipment, you can have up to 7 users sign on at the same time, even if one is using a dial-up connection. - High-speed connection is not included - Any changes to your pricing plan will take effect on your next billing date - Premium services are subject to additional charges beyond your monthly membership fees - Members in certain areas, including Alaska, may have to pay additional communications charges - If you connect to AOL using a dial-up connection, you may incur additional charges on your telephone bill, depending on your location and calling plan. Please check with your telephone company for more information.

I hope this helps clarify for everyone. If you didn't get this answer call back becuase our billing was 100% correct. Good luck and lots of pixie dust.

 

[dorazio8]

Hello

I just spoke to a representative at AOL named Simon, he was VERY helpful, he said that if you do not use more than 3 hours of dial up then you will only be charged 4.95 for the month, but if you use more than the 3 hours then you will be charged.

I explained to him i have verison DSL and do not ever need dial up, so he said i will only be billed 4.95 , i think some of you may be confused about dial up and broadband, because he said there is NO WAY you can be charged more than 4.95 if you are not using dial up , aol would have to credit you if you dont use dial up and they charge you.
Everyone may want to check and make sure you are not using dial up.
that is where your problem is.
Kim

 

[Donna]

As i stated in the other thread, i never use dial up either and have the 4.95 plan. One month, i DID go over the 3 hrs. and got charged accordingly. This really is getting more confusing!
To the OP, there is a cap on the total charges on this plan, how could your friend have gotten billed for $80?

 

[skiwee1]

As i stated in the other thread, i never use dial up either and have the 4.95 plan. One month, i DID go over the 3 hrs. and got charged accordingly. This really is getting more confusing!
To the OP, there is a cap on the total charges on this plan, how could your friend have gotten billed for $80?

I haven't used dial up in years yet I was charged $79 for this wonderful $4.95 plan! LOL! There is supposed to be a cap on the plan as the plan is read BUT all the AOL people I have spoken with tell me there is no such plan. It is a mistake. An error on the billing dept's part. I wondered too how I got almost $80 and my neighbor got charged $80 for what was supposed to be cap if you used dial up. Add to it that neither of us have used dial up since we got the cable modem 3 years ago.

 

[mickey4ver]

Hello

I just spoke to a representative at AOL named Simon, he was VERY helpful, he said that if you do not use more than 3 hours of dial up then you will only be charged 4.95 for the month, but if you use more than the 3 hours then you will be charged.

I explained to him i have verison DSL and do not ever need dial up, so he said i will only be billed 4.95 , i think some of you may be confused about dial up and broadband, because he said there is NO WAY you can be charged more than 4.95 if you are not using dial up , aol would have to credit you if you dont use dial up and they charge you.
Everyone may want to check and make sure you are not using dial up.
that is where your problem is.
Kim

I have broadband also, but reading through these threads about this issue, AOL is STILL saying when you speak to a rep, NOT what is stated on the website, but that if you go over 3 hrs. usage, regardless of dial up, broadband or whatever that you WILL be charged. They are verbally acknowledging a problem, but NOT correcting it on the website under pricing plans. This is such a snafu, and as I stated earlier someone is going to get royally ticked and make a case of it....which seems obvious by a poster saying they will be contacting State's AG.....I for one still think AOL is the one making this so confusing by not going and fixing the problem and trying to fluff over it all. It is very misleading and again, I feel false advertising of prices. I'm going to follow this thread and see where this all goes. Seems many of us will be doing so!! That whole conversation that Gymbomom related sounds like double talk from AOL to me...trying to cover their butts. They have to know by NOW with all the phone calls that people are questioning the whole deal.............grrrrrrrrrrrr....fix it of give for the stated $4.95. They also seem to be saying this plan that we all are fixed on getting... is non existent................... guess all of us reading this IN PRINT on our computers are not reading what we are SEEING...

 

[CLynnJones]

I changed to thr $4.95 plan yesterday. I have been trying to access my aol mail for the past few hours and can't. Anyone else having this problem. Is this a weird coincidence? I've never had a problem in the past??

 

[Gymbomom]

Seriously,
I felt like I was talking to a computer with her politically correct answers.


Skiwee1, I can not belive you changed your plan back to the old one. This might be something I really stand firm on. They could have fixed this THREE days before, and that is from when WE know it. They have had to know this for awhile. If they can not change an error and let me the consumer know about it, that is their fault not mine.

I mean we all have cable email address, we choose to add on AOL. We don't need it. Yes, in some cases I would miss it and yes, it would be a hassle to switch EVERYTHING to a new email, but get it together AOL.

 

[mickey4ver]

I so have to agree, your conversation sounds exactly like a scripted "way to answer the customer who questions too much".......
"and get them to stay at the $14.95" rate, EVEN though we advertise it for $4.95..........

I will wait and see what tomorrow brings, and to those that are soon due for the new billing to kick in, see what happens.

I do thank everyone for sharing their experiences here so we all can try and figure this mess out.................as I said, my billing is today, so I wouldn't change it til later in the month anyway, so I will really be interested in where this all leads.