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Replying To:
Has AOL Changed Their Ways?

By sconeu, Section Live Gripes
Posted on Tue Jan 02, 2007 at 08:20:20 AM PDT
AOL has a reputation for being hard to cancel.  However, I was able to do it in 15 minutes -- counting hold time.  What gives?

I have been trying to convince my mother to switch away from AOL.

Recently, she moved, and picked up DSL in the process, and I convinced her that paying double for connectivity was not a particuarly good idea.

So, we called AOL and cancelled her account.  Interestingly enough, the droid on the other end of the phone made only one offer to keep her.  They changed her account to one of the free accounts, and informed her that her last paying day would be before the end of 2006.

About 15 minutes later, I realized that we had forgotten the answer to the "security" question, and called customer support again.  I got a recording informing me that the account had been cancelled!!!

Naturally, I'm having my mother check her credit card bill to ensure that after the current cycle, there are no more AOL charges.

Has AOL changed their ways, or is this a fluke, whereby I got an honest CSR who actually did what the customer wanted?

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