I realize that the free world is already aware that AOL sucks.  In fact, even the State of Ohio is filing a lawsuit against AOL for unfair billing practices.  I also realize that you don't really need to hear about it from another person. Despite these facts I am going to share my AOL experience with you anyways. If you read it then I PROMISE that you will learn how to cancel your account at the end.

I made the mistake of signing up for AOL recently. I want you to know that I had no intention of keeping the account. In fact, the only reason that I did it was because I NEEDED an internet connection that night and I was without an ISP at the time. For some reason I thought that using the AOL CD would be a good idea because it offered "1000 Hours Free." I thought I would use it for one, maybe two days, and then cancel. Sound like a simple concept? You have no idea.

When I was ready to cancel the account I decided the visit the AOL website so that I could send an email requesting my cancellation. After looking extensively I realized that there is no contact information for cancellations available on their web site. Refusing to give up, I sent an email to their "general information" department requesting immediate cancellation of my account. Seem too easy? Rest assured that this was only the beginning.

I received an email 2 days later in response to my initial cancellation request. The email stated that "For account security reasons, cancellations cannot be processed via email or online." They require a faxed or mailed request that contains a handwritten signature. I pulled together the necessary information and sent them a fax. I then dropped to the ground with a short prayer that this nightmare was now over. My prayers were never answered.

4 business days had passed since I sent my fax, and I was beginning to think that I might be free....That is until I saw the little AOL postcard in my mailbox. According the the postcard there had been a problem with my cancellation request because I left out some necessary information. There was a number listed for me to call which I dialed immediately. I proceeded to explain to the customer service representative that I wished to cancel my account and for some reason there was apparently a problem. When I asked him what information was missing he said he had no way of knowing that. He then asked me for a retina scan, voice analysis, Social Security Number, and last 4 numbers of my credit card for security reasons. I provided all of the information, he looked at my account, and then told me that he was going to transfer me to the cancellation department. I became immediately suspicious when he told me to get a pen and write down the number. My suspicions proved true when I was disconnected 20 seconds later.

I dialed the direct number and expected it to be answered by a shoe store in the mall, but believe it or not it was the actual number for the AOL cancellations department! Of course I had to repeat all of the same information before he would talk to me. When I tried to explain that I wanted to cancel they asked me why, so I came up with what I thought would be a good lie - I told him I was moving. He asked when I was moving and how long it would be before I was all moved in. Not seeing the trap he was setting, I said "about 2 months I guess." He said "well then I am going to go ahead and give you 2 months free and then you will be all set." Woah - nice try. He didn't seem to understand the concept of "no means no." I told him at least 4 more times that I JUST WANT TO CANCEL. Finally he let me go, I was free!

I almost forgot to give you that valuable information that I promised, so here it is. The direct line for the AOL Cancellations Department is 888-265-8008. Apparently at some point in November of 2003 they finally made this number available on their website.  Must be all of the class-action lawsuits finally resulted in some real customer service! 

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