Wow!..Over a month! Well I guess that nothing absolutely stupid has happened...until now.

Once again, a "Customer Service" rant. Although this time, rather than giving it to you second hand, I have the chat sessions with AOL logged.

I was handling it on behalf of a family member, so I omitted a lot of stuff...you will see items placed in "{}". These items were personal information of the individual, that no one online needs to see.

I spent an HOUR AND TWENTY MINUTES in chat sessions, with "MHI" persons at AOL. The issue is this... The person was paying AOL for dial-up service (despite having cable for a year..grrr!), even after the "FREE" AOL price plan switch in November...Now I PERSONALLY changed their billing info online TWICE, but AOL has still continued to bill a monthly $9.95...

Now not only have I done this, but when this person signs on, and goes to their billing/account history page, BOTH requests are present, even to this day.

So I took it to a live "human" tech support chat... I don't need to say anything else, the stupidity rolls on here...but I am amazed at what AOL tries to do to people, and what they will go through for $9.95:

Session ID XXXXXXXX
8:47:11 PM System System MHI Neri has joined this session!
8:47:11 PM System System Connected with MHI Neri
8:47:16 PM System System Hello, {ME}. Welcome to AOL Billing Statement Live Help Support. My name is Neri.
8:47:16 PM System System {ME} stated the question or problem as: Billing Issues Billing Statement.
8:47:21 PM Agent MHI Neri May I ask what your name is, or what I can call you?
8:47:34 PM Customer {ME} {YOUR WORST NIGHTMARE} is fine...good evening Neri
8:47:57 PM Agent MHI Neri I am pleased to meet you, {YOUR WORST NIGHTMARE}.
8:48:01 PM Agent MHI Neri I appreciate the opportunity to handle this for you.
8:48:16 PM Agent MHI Neri I will be glad to check that for you. To protect your privacy and security, I will need to complete account verification before accessing your account information.
8:48:21 PM Agent MHI Neri Let's get started! :-)
8:48:26 PM Agent MHI Neri Will you please verify your full name for me?
8:48:29 PM Customer {ME} {YOUR WORST NIGHTMARE}
8:48:41 PM Agent MHI Neri Thanks.

{Portions omitted for acount info and other stuff that you don't need}

8:51:57 PM Agent MHI Neri Perfect! Thank you so much for providing me that information, {YOUR WORST NIGHTMARE}. I appreciate it. Let us continue.
8:52:14 PM Customer {ME} well now I am not able to access anything, because I have not paid for my "free" account...
8:52:32 PM Agent MHI Neri I have reviewed your account records and here is what I have found out for you:
8:52:45 PM Agent MHI Neri When AOL no longer has a valid method of payment and an outstanding balance exists on the account, the account's billing contact is notified through a pop-up to provide new billing information.
8:52:57 PM Agent MHI Neri AOL does this reminder as a courtesy to ensure that service is not interrupted.
8:53:06 PM Agent MHI Neri Outdated or incorrect information on your account may cause payment-processing problems, which in some cases could lead to service interruption.
8:53:12 PM Agent MHI Neri Our records show we are unable to bill your AOL membership to the method of payment we have on file for your account. This is the reason we notified you of the need to update your information.
8:53:36 PM Agent MHI Neri There is an outstanding balance of $9.95 on your account. Your financial institution rejected AOL's request for payment on March 22, 2007. We will resubmit uncollected charges on your next month's billing cycle.
8:53:46 PM Customer {ME} OK I understand that....I changed to a "free" account on 1/22/07....why are you still trying to charge me on 3/26/07???
8:53:52 PM Agent MHI Neri This can easily be remedied by updating your payment method. I can help you with that if you would like.
8:54:22 PM Customer {ME} No I am not giving you any information tell me why there is a charge on my account 2 MONTHS after I switched pricing plans....
8:54:42 PM Customer {ME} and why was I charged on 2/24 as well???
8:55:02 PM Agent MHI Neri I understand your concern.
8:55:07 PM Agent MHI Neri I assure you that we have several layers of security to protect your personal information. Also, this is a secure area for customer assistance.
8:55:17 PM Agent MHI Neri Until you update your payment method, the notification pop-up will continue to appear when you sign on to the AOL® software.
8:55:34 PM Agent MHI Neri To update your billing information, sign on to your Master Screen Name then visit AOL® Keyword: BILLING. Enter your ASQ when asked. In the MY ACCOUNT section (left side of the page), click the PAYMENT METHOD link and follow on-screen instructions.
8:55:37 PM Customer {ME} I am not updating anything...you do not need a credit card # for something that is "FREE"
8:56:09 PM Customer {ME} there is nothing to bill if it is "FREE"
8:57:07 PM Agent MHI Neri I understand your concern. Let me explain that for you.
8:58:22 PM Agent MHI Neri Our records shows no request to the Free AOL services on your account. The last price plan change request was to the $9.95 AOL Basic Dial-up plan which was made last December 25, 2006.
8:58:45 PM Customer {ME} I'm in my account right now....account changed 1/22/05 15:00
8:59:03 PM Customer {ME} my apologies...2007
8:59:36 PM Customer {ME} also have email confirmation & screencapture of the change...
8:59:57 PM Agent MHI Neri I apologize but your records shows no price plan change request to the Free services on your account.
9:00:12 PM Agent MHI Neri Please allow me to apologize. It is AOL's standard policy to not make any changes to our members' accounts without their direct request and permission, and the e-mail you received did not clearly state that.
9:00:17 PM Agent MHI Neri We actually have AOL® Keywords: MY ACCOUNT and CHANGE PLAN built to assist you in making this change online. This way you do not need to speak to anyone and can make the changes directly to your account quickly and securely.
9:00:43 PM Customer {ME} really now....
9:01:33 PM Customer {ME} so the email that i have received, the screen capture that I have on file, and MY ACCOUNT INFORMATION CURRENTLY ON MY SCREEN showing an account changed performed on 1/22/07 at 15:00 "does not clearly state that"???
9:02:25 PM Agent MHI Neri I understand why you might feel that way and I am sorry about the inconvenience.
9:03:01 PM Customer {ME} I'm looking at my recent account activity as we speak...are you telling me that you cannot see this yourself??? Please tell me that there is no entry on your system dated 1/22/07..
9:03:08 PM Customer {ME} I dare you
9:03:27 PM Agent MHI Neri Are you referring to this AOL account you are currently signed on to?
9:03:52 PM Customer {ME} yes
9:04:01 PM Agent MHI Neri Thanks for clarifying that.
9:04:04 PM Customer {ME} can I drop a jpeg in this chat??
9:04:15 PM Customer {ME} will show you what YOUR site is telling me
9:04:27 PM Agent MHI Neri Yes, {YOUR WORST NIGHTMARE}, there is no record of a price plan change on your account on January 22, 2007.
9:05:12 PM Customer {ME} Thank you that is all I needed to know then, you cannot help me with this issue, and I shall be sure to report this credit card fraud to the appropriate authorities...Thank you Neri...goodnight
PM Agent MHI Neri Is there anything else I can assist you with at this time?
9:06:17 PM Customer {ME} You can only do what your computer tells you...I understand...
9:06:31 PM Customer {ME} Thank you for your assistance, I will take this up accordingly..
9:06:52 PM Agent MHI Neri Thank you so much for understanding and for your exceptional patience regarding this matter, {YOUR WORST NIGHTMARE}. I sincerely appreciate it.
9:07:14 PM System System The session has ended!

NOW, not to be a pest or anything, but I tried again....

Exit 10:10:24 PM System MHI Jacque has joined this session!
10:10:25 PM System Connected with MHI Jacque
10:10:39 PM MHI Jacque Hello, my name is Jacqueline S. You have been transferred to Cost Automated Refresh and Reactivation Live Help. Please wait a moment while I review your previous session.
10:10:59 PM MHI Jacque I understand you want to confirm the status of your AOL account, do I have that correct ?
10:11:46 PM {ME} I know the status, It's on hold for payment...what payment I am unsure of since I switched to a free account on 1/22, with the last "cycle" payment on 2/24
10:12:15 PM {ME} which was made...but now I have a new charge...which I dunno why my "free" account is being charged
10:12:25 PM {ME} or on hold for said charge
10:13:25 PM MHI Jacque I will be glad to check your account. To protect your privacy and security, I will need to complete account verification before processing your request.
10:13:30 PM MHI Jacque What is your AOL screen name ?
10:13:34 PM {ME} {ME}
10:14:57 PM MHI Jacque Will you please verify your full name for me?
10:14:58 PM {ME} next??
10:15:02 PM {ME} {YOUR WORST NIGHTMARE}
10:15:53 PM {ME} .......
10:17:05 PM MHI Jacque Can you please provide me the answer to the Account Security Question of the Primary Master Screen Name? Here is the question:
10:17:10 PM MHI Jacque {OMITTED...cause you don't need this}
10:17:34 PM {ME} {Answer you don't need either} ....and all of these items had to be entered to get to you...
10:17:36 PM {ME} next?
10:18:20 PM MHI Jacque The information you have provided matched what we currently have on file. Thank you very much for helping me verify your account.
10:18:25 PM MHI Jacque Please understand that we have a required verification process to follow when accessing account information. This is to protect the account privacy and security of our members like you.
10:18:35 PM MHI Jacque I know how inconvenient this can be, but please understand that we need to be consistent in verifying an account as we are strictly required to do so.
10:18:51 PM {ME} OK just gone through it...well this is now the third time...
10:19:32 PM {ME} so now that I am who I am, why is AOL still attempting to bill me for a "free" account?
10:19:40 PM MHI Jacque I apologize for the inconvenience.
10:19:50 PM MHI Jacque To confirm we have the correct information on file, may I have your current street home phone number, street address and zip code?
10:20:05 PM MHI Jacque Also, please indicate If you have an apartment number.
10:20:14 PM {ME} you have the correct info on file...again...how is this customer service.?

10:20:41 PM MHI Jacque So we can keep our records on file up to date and correct. You can update your information online anytime at Keyword MY ACCOUNT.
10:20:50 PM MHI Jacque Let's continue.
10:20:59 PM {ME} thank you
10:21:27 PM MHI Jacque You are most welcome, {YOUR WORST NIGHTMARE}.
10:21:33 PM MHI Jacque Allow me to explain why you are receiving the pop up.
10:22:25 PM MHI Jacque When AOL no longer has a valid method of payment and an outstanding balance exists on the account, the account's billing contact is notified through a pop-up to provide new billing information.
10:22:40 PM MHI Jacque AOL does this reminder as a courtesy to ensure that service is not interrupted.
10:22:49 PM MHI Jacque Outdated or incorrect information on your account may cause payment-processing problems, which in some cases could lead to service interruption.
10:22:57 PM MHI Jacque Please hold for a moment so I can review your account.
10:23:10 PM {ME} If I have a FREE account there is NOTHING to process!!!!
10:24:10 PM MHI Jacque Thank you for holding, {YOUR WORST NIGHTMARE}.
10:24:20 PM MHI Jacque I have reviewed your account records and here is what I have found out for you:
10:24:30 PM MHI Jacque Our records show we are unable to bill your AOL® membership to the method of payment we have on file for your account. This is the reason we notified you of the need to update your information.
10:24:50 PM MHI Jacque There is an outstanding balance of $9.95 on your account. Your financial institution rejected AOL's request for payment on March 22 2007. We will resubmit uncollected charges on your next month's billing cycle.
10:25:14 PM MHI Jacque This can easily be remedied by updating your payment method. I can help you with that if you would like.
10:25:19 PM {ME} WHAT PART OF FREE ACCOUNT DO YOU NOT UNDERSTAND???
10:25:55 PM MHI Jacque Your current price plan is the $9.95 basic dial up plan.
10:26:13 PM {ME} lemme ask you something....LOOK UP my "DIAL UP USAGE"....
10:26:23 PM {ME} also look for "change plan" on 1/22/07
10:26:43 PM {ME} I have it here ON MY SCREEN in my account...provided from YOUR WEBSITE
10:27:01 PM {ME} I don't want to be rude here....
10:27:10 PM {ME} but this is ridiculous
10:27:35 PM MHI Jacque I can see how that is frustrating and I regret the inconvenience it has caused you.
10:27:51 PM {ME} so If I changed my plan on 1/22...why are you still trying to bill me 2 months later?
10:28:01 PM {ME} I was told the last bill would be 2/24
10:28:05 PM {ME} which I paid
10:28:10 PM {ME} as agreed
10:28:18 PM {ME} per my plan at the time....
10:28:30 PM {ME} I am not paying for anything past 2/24
10:29:05 PM MHI Jacque Our records show no changes to your AOL® pricing plan to the free AOL service. Please be assured that you are still on the $9.95 basic dial up plan.
10:30:03 PM {ME} well please be assured that I have my documentation here that states otherwise...in addition, there has been no dial up access to this account in months...
10:30:13 PM {ME} So...
10:30:36 PM {ME} We have a problem here...and I would like it resolved.
10:31:18 PM MHI Jacque I will tell you more about some great pricing offers after we have updated your payment information. This will be necessary to avoid possible service disruption.
10:31:18 PM {ME} I am attempting (now a third time) to resolve it...would you like me to fax MY PAPERWORK on the issue?
10:32:00 PM {ME} or just report the credit fraud you are attempting to commit?
10:32:20 PM MHI Jacque Again, we apologize for the frustration and inconvenience you have experienced. We appreciate your patience and your desire to get this matter resolved.
10:32:38 PM {ME} I'm glad you are so professional about this...will make for a great youtube video...
10:33:03 PM {ME} as is PAR for AOL service....you have yet to address my issue....
10:33:42 PM {ME} I have, in my account a "change plan" action on 1/22...WOULD YOU LIKE IT FAXED TO YOU?
10:34:00 PM MHI Jacque Yes, I will be glad to help you with your price plan concern after we have updated your payment method, would that be okay with you ?
10:34:08 PM {ME} You are dense
10:34:18 PM {ME} I am not giving you any financial info
10:34:21 PM {ME} for a free account
10:34:35 PM MHI Jacque Did you receive an email confirmation about the price plan change requested on January 22 ?
10:34:52 PM {ME} probably did...
10:35:20 PM MHI Jacque Could you for forward the email to my screen name in order I can verify this.
10:35:40 PM MHI Jacque * Can you please forward it.
10:35:49 PM {ME} sure hold on
10:36:15 PM MHI Jacque Thank you.
10:36:20 PM MHI Jacque I would be happy to hold for a brief moment. Please let me know when you are ready to continue.
10:38:36 PM MHI Jacque Not to rush you, but are you still with me?
10:38:40 PM {ME} yep
10:38:51 PM MHI Jacque Thank you.
10:39:57 PM MHI Jacque I hope you are still with me, {YOUR WORST NIGHTMARE}.
10:40:58 PM MHI Jacque Please send a message that you are still with me, or I will have to end this session to help the next person in line.
10:41:04 PM {ME} sending now
10:41:13 PM MHI Jacque Okay
10:41:38 PM MHI Jacque Please forward it to {in fairness, not putting her personal email on here either}.
10:42:38 PM MHI Jacque Not to rush you, but are you still with me?
10:42:56 PM {ME} yep
10:42:59 PM {ME} still here
10:43:04 PM {ME} get it yet?
10:43:28 PM MHI Jacque Yes please forward it to {still being nice here...}
10:43:35 PM {ME} did that
10:43:53 PM {ME} from {ME}...subject {YOUR WORST NIGHTMARE} account
10:44:03 PM MHI Jacque Please forward the original email.
10:44:36 PM MHI Jacque I do apologize however, I am unable to download a file.
10:44:45 PM {ME} OK fine but you're gonna have to wait to see if I can even find the email from 3 months ago
10:44:53 PM MHI Jacque I appreciate your understanding.
10:45:13 PM MHI Jacque Here is what I can do for you today.
10:45:25 PM {ME} OK
10:46:29 PM MHI Jacque Because we value your membership, if you update your payment information today, I can waive $5.00 from your outstanding balance. That's equivalent to half month of your outstanding balance months! How does that sound?
10:48:00 PM System Connected with MHI Jacque
10:48:00 PM MHI Jacque I hope you were able to get the last information I have just provided. Did it come through to you clearly?
10:48:15 PM {ME} Sounds like I'm getting rooked for $5....It's not even the money....its the PRINCIPAL... AOL has been sucking a crappy $9.95 for this account...I switch to a FREE account as soon as it is offered...but that one "didn't go thorugh" so I did it again in January....
10:49:04 PM MHI Jacque Okay, ....
10:49:04 PM MHI Jacque Because we value your membership, if you update your payment information today, I can waive your outstanding balance. How does that sound?
10:49:05 PM {ME} now youre saying "this one didn't go through" even though my account status, on your website, shows on 1/22/07 at 15:00 hours, I requested a price plan change
10:49:35 PM {ME} Well great! waive it...but since I'm on a free plan...you shouldn't need any info....
10:49:41 PM {ME} or am I not making any sense there???
10:50:06 PM MHI Jacque I'm sorry, I could only waived your outstanding balance if you will update your payment method now.
10:50:06 PM {ME} or are you going to try to bill me again later this month?
10:50:28 PM MHI Jacque Until you update your payment method, the notification pop-up will continue to appear when you sign on to the AOL® software.
10:50:45 PM {ME} That's insane...
10:51:08 PM {ME} For a free account, you shouldn't need any credit info
10:51:21 PM {ME} unless you are telling me that you will be charging me something in the future
10:51:41 PM {ME} is this what you are leaving out?
10:51:59 PM MHI Jacque Again, my apology, however, your current price plan remains on the basic dial up plan.
10:52:53 PM {ME} OK maybe you should re-read my original question....
10:53:18 PM {ME} IF I HAVE A FREE PLAN...you know FREE....
10:53:18 PM MHI Jacque I'm sorry, our records show no changes to your AOL® pricing plan to the free AOL service.
10:53:26 PM MHI Jacque Here is what I recommend.
10:53:47 PM {ME} I"M ALL EARS
10:53:48 PM MHI Jacque **instructions.
10:54:49 PM MHI Jacque I hope you were able to get the last information I have just provided. Did it come through to you clearly?
10:55:02 PM {ME} just ..."*instructions"
10:55:39 PM MHI Jacque I am sorry about that. Let me send the information once again.
10:55:49 PM MHI Jacque If you wish to view or update your billing information, sign on to your Master Screen Name then visit AOL® Keyword: MY ACCOUNT or the Web site: http://bill.aol.com. Enter your ASQ when asked. In the MY ACCOUNT section (left side of the page), click the PAYMENT METHOD link
10:56:09 PM MHI Jacque and follow on-screen instructions.
10:56:38 PM MHI Jacque Let's continue.
10:56:52 PM MHI Jacque I understand you are interested on the free AOL service, do I have that correct ?
10:56:59 PM {ME} yep
10:57:09 PM System We are enabling members who have already purchased a high-speed connection to continue using our AOL® free services option. This includes your existing AOL® e-mail address and Buddy List® features,
10:57:09 PM System the continued protection from AOL’s comprehensive Safety and Security features, and continued access to AOL's great broadband programming and content -- all for free for as long as you'd like to use them. There is no catch or commitment.
10:57:14 PM System We're able to continue our relationship with you for free because you're getting your connection elsewhere, which means we no longer provide your connectivity access or live customer support.
10:57:14 PM System Please note that your continued use of our free services will remain subject to the AOL® Terms of Service.
10:57:29 PM {ME} exactly.
10:57:56 PM {ME} been there..done that...twice...and now we're still here arguing over when I did or did not do that
10:58:15 PM {ME} DID IT...IS ON MY ACCOUNT 1/22/07 15:00....
10:58:26 PM MHI Jacque Since there is no record noted on this account on the price plan update to free, ....
10:58:39 PM MHI Jacque Would you like to take advantage of the free AOL® services option?
10:59:14 PM {ME} ok I'll repeat....been there..done that...twice...and now we're still here arguing over when I did or did not do...yes I would have loved this to have gone through...
10:59:52 PM MHI Jacque Allow me to explain that there is no price plan request to free noted on this account.
11:00:07 PM {ME} and I'll repeat again...the 1/22/07 15:00 is what is on YOUR website... I honestly don't remember that as the exact date...
11:00:17 PM {ME} you gave it to me
11:00:29 PM MHI Jacque Would you like to take advantage of the free AOL® services option?
11:00:35 PM {ME} YES...
11:00:37 PM {ME} yes
11:00:39 PM {ME} uh huh
11:00:44 PM MHI Jacque Thank you.
11:00:46 PM {ME} thats what I've been saying
11:00:59 PM MHI Jacque Do you currently connect via dial-up or do you have any DSL, cable, or wireless service already established?
11:01:03 PM {ME} cable
11:01:08 PM {ME} and have for over a year
11:01:19 PM MHI Jacque Thanks for confirming that.
11:01:24 PM MHI Jacque Let me assure you that this matter has already been resolved. Here is what we have done for you to take care of the issue:
11:01:34 PM MHI Jacque I have completed migrating your account to the free AOL® services option as discussed.
11:01:43 PM {ME} thank you very very VERY much
11:01:54 PM MHI Jacque Are you good with this change, {YOUR WORST NIGHTMARE}?
11:01:58 PM MHI Jacque You are most welcome.
11:02:11 PM {ME} yes...an what about any open balances?
11:02:19 PM {ME} I hope that they have been wiped as well
11:02:39 PM MHI Jacque Let me give you some information you may want to write down. First, your free AOL® services plan which will take effect on your next billing date, which includes unlimited access to AOL via a high-speed Internet connection or
11:02:54 PM MHI Jacque dial-up connection purchased separately from another provider. This service plan does not include dial-up Internet access and does not include live customer support from AOL,
11:03:14 PM MHI Jacque but you will continue to enjoy any pre-paid dial-up time remaining in your current bill cycle. Although you will no longer be charged any monthly membership fee, you will be responsible for any other charges you might have incurred since
11:03:34 PM MHI Jacque your last billing date as well as any outstanding balance on your account and any premium services to which you have separately subscribed.
11:03:54 PM MHI Jacque If An additional $5 monthly charge will still apply if premium services or additional fees are paid through your checking account or telephone bill.
11:04:19 PM MHI Jacque If you find that you have a problem using the AOL® software for the first time with your new connectivity provider, you can get easy-to-use instructions on quickly solving this issue at AOL.com.
11:04:27 PM MHI Jacque The first article that appears "Use AOL Software with another ISP Connection "will provide you with the assistance you need. If you need further assistance or have any questions about your current services, please visit AOL® Keyword: MY ACCOUNT.
11:04:44 PM MHI Jacque An email will be sent out within 7 to 10 business days, confirming that we have discontinued billing monthly membership fees for your AOL® service.
11:05:01 PM {ME} yes this is already what I agreed to back in JANUARY...and since I agreed to is in JANUARY....and paid a bill in FEBRUARY...my balance should be $0.00...
11:05:42 PM {ME} or am I not making sense again???
11:05:54 PM MHI Jacque I do apologize, you will still be responsible for the outstanding balance on your account.
11:06:44 PM MHI Jacque Are there any other questions I can answer at this time?
11:07:24 PM {ME} With all due respect, and please note that this is not directed at you personally, but AOL can shove the $9.95...I have on my end what I did do, a copy of my current account statement from your website, and I'll be sure to find the email on or about 1/22....
11:08:04 PM {ME} ON PRINCIPAL ALONE....I absolutely refuse to pay AOL anything....
11:08:11 PM MHI Jacque If you find the email, we will be glad to have you visit us here at Billing Live.
11:08:39 PM MHI Jacque Again, {YOUR WORST NIGHTMARE}, I apologize for any inconvenience you may have experienced concerning this matter.
11:09:17 PM {ME} not an inconvenience...will make for great youtube video...I have your email, I will be sure to pass on the link {which I have not, feeling in a nicer mood today.}
11:09:59 PM MHI Jacque I'm sorry to hear that.
11:10:04 PM MHI Jacque Are there any other questions I can answer at this time?
11:10:27 PM {ME} no but thank you for switching me to the free account....I will take up any balances with your legal department
11:11:21 PM MHI Jacque Thank you for visiting AOL® Live Help. If you need assistance in the future, just visit the Live Help area at AOL® Keyword: LIVE HELP or on the Internet, go to http://contactus.aol.com/.
11:11:23 PM {ME} great! appreciate the info!
11:11:39 PM MHI Jacque You are most welcome.
11:11:42 PM {ME} you have a good night!
11:12:09 PM MHI Jacque Have a good night!