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America Online

Customer Service Ratings and Comments

America Online is ranked #187 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 22.45 out of a possible 200. This score rates America Online customer service and customer support as Terrible.

NEGATIVE Comments

104 Negative Comments out of 110 Total Comments is 94.55%.

POSITIVE Comments

6 Positive Comments out of 110 Total Comments is 5.45%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating
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  • I have been trying to log on for 2 days. Ut, what comes up is a page that is asking for my credit card #, exp date CW2 # AND my ATM pin #. I thought I would contact aol. Now that I have read most of these post,I am quite sure that there is no help. i have had aol for about 15 years, and really have not had too many problems, although when I have it takes awhile to get them solved. I at least could reach somebody. This happened to me a couple of weeks ago also. Then it was ok again. I don't know what is going on. They say aol will never ask for certain information, and who is stupid enough to think I would give my ATM pin #. I guess there are some trusting souls out there. Just beware. NEVER give your CW2 or ATM pin #'s. I am not even asking for free aol. I jsut want to log on I pay my bill every month.

    CPB1949 2/3/10 9:05AM

  • I stopped withyour company over ayear ago I even had to change my bank card because after i quit aol you kept chargeing me when you cancel you cancel gewt it I don't owe you any kind of balance and you've got a company called allied interstate trying to collect 400.00 dollars from me I owe your company nothing and I'm geetting a lawyer to stop all this and when i win it will be at your exp[ense I cancelled on line a very long time ago when I got road runner I sent two messages on line to cancel you still took p-ayments from me for three months after words so i had to cancel my bank card There will be no more harrassment to me or my family members or I will take litigation action agaist your company and any bad credit reports you will also be sued for let's go to court I' very ready

    irishluck5104 2/2/10 4:36PM

  • It is impossible to get a live assistant. I'm switching to another internet carrier.

    mrf635@aol.com 1/30/10 9:58AM

  • This has to be the worst automated system ever. It kept asking for the first three letters of my screen name, kept saying there was a mistake, no matter how slow or deliberately I said it. It seems designed to keep you from ever reaching a live person. When I finally got in contact with a live person, the checking account I have been paying from for the last several years was not even on file. The tech tried to say maybe the number changed? I had to explain well, if that was true you wouldn't be able to bill me. DUH. She just said "I know that." I dread having to call AOL for any reason. Their support has definitely gotten worse, and it never was that great to begin with. They need to see this page and do something about this problem.

    Anonymous 1/29/10 9:27AM

  • I am trying to get help from customer service.I type my user name and password which I have been using for the last 12 years and they are telling me that those are wrong.I have been trying to solve my problem for the last 15 days but have not been able to solve it because your support is so poor.That is my comment.

    ajalalzai 1/28/10 2:23PM

  • I FEEL THAT AOL SERVICE HAS DECLINED. I THOUGHT PERHAPS IT WAS MY NEW COMPUTER OR BROADBAND SERVICE, BUT I KNOW TWO PEOPLE WHO HAVE ALSO RAISED THE SAME ISSUE...WHAT HAS HAPPENED TO AOL...RESPONSE TIME SLOW..WHEN i JUMP FROM ONE EMAIL ADDESS TO THE OTHER..IT IS SOOO SLOW..SOMETIMES I HAVE TO KEEP CLICKING TO GET A RESPONSE. I KNOW PEOPLE AR NOW LEAVING AOLS

    Suebrit 1/24/10 4:51PM

  • Since December My husband and I have spent hours on the phone to aol because of problems with our broadband. It has cost us a great deal of money and somewhere along the line, one of the staff has taken me off the account I now cant deal with the account when i set it up and my husband works away from home , my broadband speed is less than 0.33mb my router dosent work wirelessly , the replacement router is still in the box because they havent sent me the id and password and no one will tell me it because i've been removed from my own account. Before christmas i phoned and complained and asked for a code so I could change my provider and was persuaded to stay and was sent this defective router but that i could still use the code if I wished. I was never even sent the code. I have emailed them in the past couple of weeks and so has my husband and they dont even bother to reply. I am a very very dis-satisfied customer.

    paintedrunner 1/22/10 12:38PM

  • Here's one for you! We had an employee that used his business credit card to pay for AOL service for his tiny little branch office. The employee passed away suddenly and we can't get AOL to stop billing his company credit card. They actually want us to contact the man's wife and ask her for a copy of his death certificate! How is that for tact!!! I am contacting the Atty General's office this is SHAMEFUL to say the least.

    shameful 1/19/10 9:53AM

  • This is the worst service i've gotten from aol in I don't know how long.They're so slow and no one does a thing about it. And of course nothing will be done about this but that's nothing new. I try getting on a certain page takes forever to upload. DO SOMETHING ABOUT IT ALREADY aol. I already no nothing will be done. And it aint my computer so don't even try that

    COWGIRL29L 1/18/10 5:40PM

  • IS it at all possible to talk to anyone at AOL?
    I purchased a digital camera some time ago and the cable now no longer fits my new computer. All I wanted to ask is if AOL would by any chance have an adapter so I can continue to use my camera? Try explaining that one to your recorded messages operator.

    RGralike1@aol.com 1/18/10 1:44PM

  • I spent an hour looking for a customer service number for aol and became so disgusted that by the time I actually found the number and called I was not so nice when the rep answered. It was downhill from there. I could not understand the rep's dialect and she did nothing to help me. She then had the nerve to ask me if she had answered all my questions, well duh, she answered none of them. She then tells me hang on and talk to an independent agency. I am so disgusted, thinking about dropping aol.

    skidmore9137 1/15/10 9:08AM

  • I cannot get into my email- but to get a reply to the problem, they will not send the answer to another email address!

    Weird and illogical.

    jfrenchf 1/15/10 2:43AM

  • They constantly drop connections and there is no customer service or way to deal with them. Awful.

    Anonymous 1/9/10 2:12PM

  • Reps name was "Alex" and was short, minimum patience, and ultimately hung up on me. Really horrible experience. If you're not a people person, get out of the field.
    Sinful.

    Anonymous 1/8/10 6:22PM

  • I called them and was able to get through but unfortunately they couldn't help me with either of my 2 questions!! Shame on you AOL!

    CsmNrs1 1/8/10 10:46AM

  • new finance page is a joke live contact is a recording cannot get an answer to email threatining to cancel aol

    Anonymous 1/4/10 4:11PM

  • I was a paying AOL customer with dial-up service for 8 years. Two years ago I went with Charter Cable high speed internet and was given free AOL access by Charter with most of AOL's custom services. Since then I have had frequent connection problems to AOL, problematic AOL software (Version 9.1 SE), no access to live or custom email technical support and a general feeling that AOL wants to dump all of it's (non-paying) customers. AOL has become a real dog - woof!
    Organizations like this really do give Capitalism a black eye!

    PSRumbaugh 1/3/10 1:13PM

  • The aol service is so frustrating. You can never get a number to call, all the numbers I have tried have been dead lines, and this really is appalling. I have never known such poor service and I have been with aol for nearly 15 years. If this is not resolved soon, and I am not given the right contact numbers to call I will reluctantly switch to another server. I don't want to have to do that.

    jsbamrah 12/22/09 4:44AM

  • After trying to resolve problems that were created as a result of down loading AOL'S new 9.5 version. And then trying to reach someone at AOL through the computer as well as several phone numbers they have listed only to find out that the phone numbers were bogus. I have decided to research another online service.

    geordowni 12/3/09 11:08AM

  • This is a total scam they make you go through the entire menu then no one ever picks up.

    Anonymous 12/1/09 9:09AM

  • I had an account with AIM and lost my password. I can not get any help because I can not log in. On the password reset page the last question is last 4 digits in payment plan. AIM is free so again I get no tech support because I can not log in. It is a stupid circle. I can not get online live support to help getting logged in , BECAUSE I CAN'T GET LOGGED IN. I would not even have this on my PC I think if it weren't for a pretty lady who uses it. I am not happy and will tell everyone how bad your tech support is. At least for AIM.

    chucknye 11/29/09 4:36PM

  • I have been off line for 1 week. I have called numerous times to be told I will get a call back. It is a week later and I have had no call back. I want to cancel this account and get a refund for the time left on this account. AOL should be closed down.

    shonuf4137 11/23/09 7:39AM

  • AOL is ripping me off! I don't even own a computer yet they are trying to bill me for services! what a crock! so i switched my bank card number and STILL they are hounding me for an unpaid balance! LAWYER TIME!!!

    Anonymous 11/22/09 10:48AM

  • I think that it is ridiculous that you do not have a 24/7 customer support department. I have been trying all afternoon to log into my email account and it is not accepting my password that I have had for 5 years. I was able to log in yesterday with no problem. All of sudden today I am having a problem.

    boricua3527 11/15/09 10:59AM

  • Your automated system for tech support is less than admirable. I havw been trying to download aol for windows 7 for more hours than I want to admit. Your automated system for this issue sucks. Why do I need to pay you for THIS

    marspi3 11/13/09 9:41AM

  • I am trying to CANCEL my service and conveniently they are unable to answer my call due to "higher than normal wait times"! WHAT A LOAD OF NONSENSE!!

    Janerdee2 11/12/09 8:19AM

  • I feel it necessary to express my disgust regarding aol, as others have before me!!

    Today after a long process I finally got through to someone at aol to complain about why I have not received an updated 9.0 aol CD that I ordered over three weeks ago for my new computer, that was to be shipped to me 90 miles away.

    Immediately I realized that I should have learned a second language before calling aol.

    The person (Male I think!!) could only tell me that the order had been placed, and that was all I could get out of him, according to him there was noway he could confirm if it had been mailed.

    The more I tried to get information from him, the more I realized that it's too bad that aol doesn't employ ameba's to work for them, getting better results I'm sure!!

    His attitude was that of someone that had just killed both parents before coming to work!!!

    Getting nowhere, it was evicible that if his IQ was 2% lower he would have been a plant!!

    He went so far as to tell me that aol was going to cancel my contract after being with them for 13 years if I didn't answer a 90 second questionaire.

    He became more aggressive in his conversation, irritating me to no end.

    I now know that there are aliens from Mars on earth, because it has been determined that there is no inteligent life on Mars!!

    I will now take what sanity that I have left from talking to him, and attempt to find another service provider.

    In closing I leave with sadness knowing that there are some people on earth taking oxygen from others that really need it!!!

    Good luck to those that come after me trying to get any satisfaction from aol, you will need a book of prayers in both hands to survive!!!

    A very disatified 13 year aol customer!!

    Disatified 11/6/09 11:59AM

  • I THINK AOL NEEDS TO UPGRADE THEIR TELEPHONE RECORDING. ITS SO ANNOYING AND USELESS. TOO MANY STEPS AND IT TAKES FOREVER TO GET A LIVE PERSON! I THINK I WILL BE GETTING RID OF MY AIM ASAP I CANT BE DEALING WITH THIS CAVE MAN SERVICE!

    Anonymous 11/5/09 6:57PM

  • I am going out of my mind. AOL needs to get some English speaking employees that know what is going on. Take hours to get a simple phone number, then you call and it was the wrong number. Your an embarrassment to the human race.

    Really Really Really Really Frus 11/3/09 3:00PM

  • i use aol and think the service is crap,customer service is rubbish and they dont seem to care,beware aol,im moving to bt

    Anonymous 11/3/09 12:05PM

  • AOL has the absolute worst automated customer service jungle gym phone system. It is impossible to get through to cancel your membership.I'm convinced as soon as you answer cancellation, you are locked out of any possible further contact or heaven forbid a real human being.

    sraub4842 10/20/09 1:35PM

  • AOL have the most awful customer service I ever have to dealt with. Low competent, no knowledge of the process of any terms & conditions. Awful to the power of 16.

    Anonymous 10/7/09 3:05AM

  • Anyone knows a better ISP than AOL?...I am ready to dump them for trample my rights to free speech!...Nazi could not do worse!...The bottomline is they have too many customers and they couldn't careless about losing you account!!!

    Anonymous 9/27/09 8:06AM

  • I’ve been a paying customer to Netscape for about ten years, basically things where good. Now that AOL took them over, I get nothing but the greatest spin job ever. No Tech support. At least no understanding of how to get my Iphone to log in and retrieve my netscape emails. I was an old AOL customer when they started and they are still the worst company ever. Now I have to find a new email account.

    Anonymous 9/17/09 3:53PM

  • Once again AOL has terminated my service. The young lady I spoke with couldn't give me a reason why and she couldn't let me speak with anyone who could. She advised me to write a letter to CATS (Community Action Team) I did this when I lost another AOL account and NEVER heard back from them.
    I have NO way of knowing why AOL terminated my account. NO explanation whatsoever! Oh well I got AOL for free anyway. I would NEVER pay for AOL.
    Thank God I have another ISP.

    ScorpioLdy01@aol.com 9/16/09 6:39PM

  • I got some e-mails that ask for my account information and I don't think AOL sent it to me. I feel it is phishing and want to know what to do. I tried calling customer service but they wouldn't help me because I have a free account. Please advise. All I got when I called was a recording asking a lot of questions that did not apply. Then the recording said since I had a free account no one will talk to me. I had a similar fishing expedition with a while back and got to talk to someone. Hmmm? ? ?

    hloisd 9/11/09 4:48PM

  • AOL is the worst company to deal with for customer service. I will move my service to another provider after having dealt with the three hang ups from the "customer service" / "help line." The "automated" line selections provide insufficient choices, and when you try to reach a "consultant" the automated line disconnects you immediatley after 1 ring. Seriously now - no wonder I was warned not to use aol... AOL is amazingly horrible!!!

    vkathvett6@aol.com 9/11/09 1:03PM

  • I'm not sure there is any good reason not to cancel my AOL service. Nobody calls. Nobody answers e-mails. The website is TOTALLY #$%^&*. And when I tried to find out how to correct the stuff that keeps happening when I sign in, I was told via voice mail that it would cost me big time.

    And this page is indicitive--for instance, why do you ask for Screen Name AND for E-mail? Makes zero sense.

    sauerkrauter 9/8/09 4:53PM

  • Worst company I've ever dealt with.

    Brett 8/23/09 2:08PM

  • Support is TERRIBLE. I spent 30 minutes trying to get to the right "department" to correct a billing/service issue, and then another 30+ minutes trying to solve the problem, only to have the same issue start all over again when I tryed to sign on. I'm canceling my service wiht AOL.

    Anonymous 8/21/09 9:01AM

  • Haven't had AOL in over a year and just got charged, but hey when you speak with them it's a person in another country. WOW I'm goign to have to cancel my account and get a new one! AOL your customer service sucks!!!!!

    Anstthm 8/18/09 12:44PM

  • I agree with the person that worte on 7/9/09 AOl should have a mumber for none paying customers, I was a paying one until they offered the free service, Now I am penalized because I get free service, meanwhile each time I send an email I am giving them free advertisement. My co-workers all told me how terrible AOL was but I remained loyal. Last night I had a sign on problem, although I have automatic sign on at my main computer and main screen name when I attemted to sign on again it locked me out, and now I can't get tech support so how do I use my account? I guess that I need to swith providers. Sorry AOL you did it to yourselves. By the way it is very funny that at the end of this messeage they ask for my email account, so what for it does not work

    Emunoz7265 8/8/09 11:20AM

  • There needs to be a number for contact support! It's so hard to find, and when it is found, most of the options the machine gives is useless. There really needs to be another human being on the other side of the phone, someone that can comprehend issues that a computers are not programmed to understand.

    jechtcrazyx 8/4/09 9:01AM

  • Have you ever dealt with a worse company in terms of customer service than AOL. Frustration and sheer anger is all you end up with and just because you simply want to connect to the Internet and which is exactly what you pay for.
    1. Changed phone number and account level. Received the free router box and a letter saying that I would receive a password and user ID.
    2. Didnt arrive.
    3. Contacted customer services, they said there was something up with my line and were checking it with BT.
    4. Still no letter.
    5. Unable to access details and were still trying to get in touch with BT.
    6. About a week 10 days later called the customer service number and was quickly passed onto someone else.
    7. They didnt know how to resolve the problem, but yes again they would pass me onto someone else.
    8. This person quickly informed me that I didnt have an account with AOL as I had terminated it and gone to a different ISP. No amount of insistence that I had not cancelled my account would dissuade her, and there was nothing else that could be done to help me.
    9. By this time you are starting to get quite angry and I rang the same number again, this time a male took me through 40 minutes of testing and trying to connect to the Internet. This call concluded by being told my computer was u/s and to take it to an engineer.
    10. I tried one more time 90 minutes after my first call and explained again to an offshore call centre I just wanted the password and user ID. Oh thats simple came the reply its your phone number and a simple password and you are in.
    To say that these people are poorly equiped to deal with such a vast range of enquiries and to get people to the point of exploding is beyond belief. You could never, ever imagine or experience a worse customer service or attitude that AOl. They ought to be ashamed of themselves.

    Barnowl7 8/3/09 3:30AM

  • I called aol to get help with setting my blackberry up so that way when i was away from my computer i could get my im's sent to my phone! they told me bc i have a free account that tec support does not qualify for me??? i dont understand i have had them for 3 years an all i need is someone to help me set it p an they wont*

    Anonymous 7/21/09 6:30PM

  • I was just ripped off and billed $46.99. The explanation given to me for this was terrible. I was told that I have high speed internet and can only have 10 hours a month of internet (that's ludicrous) and will be billed for all the time after that. The funny thing is I've always had dial up that I paid $11.99 a month for, and for some reason my account got changed without my permission. Now I'm suckered into an outlandish bill - good luck to me trying to get this money back.

    Anonymous 7/9/09 11:27AM

  • AOL? Pathetic. 6 years ago i tried to cancel.I gave up landline,went to cell for home phone,didn't even have my pc hooked up.For 2years aol was sucking the money out of my bank.Those 2years i was trying to cancel aol.Calls,filling forms out,talking to trained robot buttheads.In the end? I was reimbursed $862.00 for overcharging. Word to the wise with aol. Be aggressive,persistent,and threatning with legal action if need,or you will be A.O.L.(Always On Line)

    Anonymous 7/9/09 12:22AM

  • I TRIED TO GET A REPRESENTATIVE TO ANSWER A QUESTION AND AFTER I FILLED OUT A FORM I WAS DIRECTED TO ASK THE QUESTION, WHICH WAS HOW DO I CANCEL AOL? I GOT A PAGE THAT SAID I WOULD HAVE TO PAY 9.00, 16.00 OR 30.00 FOR AN ANSWER, THIS IS STUPID.

    boncarbo7 7/7/09 2:31PM

  • I had my P.C. repaired, the service person re-formatted & It wiped out all programs. I have been calling since June 17 for a new AOL disc to install, call#1 "will send 5-7 working days"/call#2 "it was sent on the 17th, it must be the American mail system"/call#3 "it is pending", when I said I would cancel if I did not receive it soon I was told another one would be sent out immediatly. Today is July 7 &* I still have not received the disc. I can't figure out how the computer system manages to get my money on the same date every month, but can not get me a new disc.
    gramcrackerc2

    gramcrackerc2 7/7/09 12:14PM

  • I called today to cancel my service, the rep started out very nice, offering other, fee based alternatives. I went with Verizon so only needed to keep my email. He then told me that I was charged for the month and the fee stands even though I am 2 days into that months billing. He argued with me and when I asked for a supervisor, he told me he was one. I just said WOW and hung up. I guess once you aren't a paying customer any longer, the treat you like this. I am glad I am gone.....goodbye AOL!!

    imnangel2192 6/26/09 12:27PM

  • Had AOl and then moved To Time Warner. We cancelled AOL years ago and they did refund back since we changed & were not useing them. Now I see my account went under and I was charged a over draft fee. I was charged 14.95 and that made me research- AOL was charging me again after I cancelled years ago. They started chargng my debit card they had on file for the past 2 years. I was on hold over 20 minutes to rep with poor english, I had to hang up and cant find a way to email them. hmmm convinient A?

    Anonymous 6/23/09 6:25PM

  • I am receiving notices about "aol active updates" that advise "click here" and I am concerned that these update messages are not from AOL. Are they? I tried & tried to find a way to contact AOL to ask and could not. The AOL "help" is NOT HELPFUL and appears to direct the inquirer to fee for service sites.

    cgwoh 6/23/09 6:13PM

  • My aol mailbox was unavailable due to temporary maintainence at a time when it was important to be able to be in contact with family. I was sent to the AMERICA on Line help line which was run by very polite INDIAN individuals who were put in the difficult position to help only a set of individuals, not me. My husband is out of the country, the account is in his name. They would only help him. I don't want to get into his mailbox only mine. I want to be able to tell him to contact you. Why should we continue with aol when you arbitrarily close a mailbox and then have no REASONABLE way to resume service.

    janebl 6/18/09 10:33PM

  • today I received a collection notice from Allied Interstate for $103.60. I contacted the collection company who of course obtained all of my pertinent information only to speak to someone who has broken english, doesn't know who AOL is and can't give me their operator information number for a live body at AOL. I continued to dispute AOL charges. In this technology age I have a wireless network card. Would I ever think of dialing up again? The Tmobile wireless card is better than stone age dial up for pennies on the dollar. AOL try and find me. If this is the only collection on my impecable credit. I hope we all try this at home....

    don't have one never had one 6/15/09 6:49PM

  • I was with aol for years and I had dial up. I checked my bank statment and they were charging me 2999 per month. I thought the price was 999 they would not refund all the over charges. I no longet have them because the cheated me. Watch you bank statements.

    tomkylibritt 6/11/09 11:30AM

  • this is the worse company of all.. i have had an account with aol for over4 yrs. using mainly for work. i went to log in one day and it said my password was invalid. i called aol regarding the situation. they said they have no answer for me an that i had to write to some company about it. this is ridiculous. if a lawyer reads this, please contact me so that i can sue aol. i have now lost all my contacts. aol is horrible.

    Anonymous 4/29/09 7:29AM

  • i have been trying to get hold of someone in customer service for a long time. The telephone is a joke. I can't log on to my account because they say my password isn't right, Not so. My account is charged every month for $32.90. I have not been on AOL for several months. I want to cancel my account as of NOW. Can't someone please help, or do I just need to cancel at my bank. Thank you for ANY HELP anyone can give.

    Toni Andrews 4/13/09 10:25AM

  • i understand having voice automated systems to eliviate some of the repetitive "customer questions" but COME ON! this automated system is a bit ridiciulous!!! it couldnt understand a word i said as well as just letting me choose to speak with a rep!!!

    tmmorehead 4/2/09 10:02PM

  • I have not been a member of AOL for two years, yet out of the blue, I am charged $15.99 on my credit card for Amercian Greetings @aol on line.
    A customer cannot call and speak with a live person at American Greetings, and getting help from AOL is about non-existent.
    I have sent emails, promising that they were recieved and I will hear within 48 hours. That hasn't happened.
    HELP!!!

    Kathie 3/28/09 4:24AM

  • Trying to get rid of aol is like trying to rid yourself of aids, ive been cancelling my account since last november, i moved in september last year they could not give me a service. so i canecelled, and got a new provider, however aol are still taking money from my account, i have been given two ref numbers to say account is closed, i have had a rebate of one month last month. this months has just been taken and im not happy, but noone seems to be able to make s stestement with any accuracy or truth behind it. they are just robbing people. and getting away with it. my bank told me that as i gave my card details they cannot stop any payments, im now serously considering closing my bank account. DONT PROMOTE AOL.

    clue1e55 3/16/09 7:28AM

  • I cancelled my aol account yrs ago because they were billing me w/o my knowledge, so they convinced me to do the free email account. That is no better, I am so disgusted with aol. If I could just get into my account and get my email addresses they will never ever have to worry about me again with a free or paid account. This company is ridiculous and it's like pulling teeth trying to get some customer support! The webpage for support is not user friendly and I am just plain sick of aol. I will definitely be switching my account over to yahoo ASAP!!!!!

    srussell757 3/13/09 8:04AM

  • Listen to this, I just cancelled my AOL internet account and the CSR that I spoke to tried to offer me a plan which comes with DSL for the price of $4.95/mo when I was paying $25.90/mo. I said "NO" to everything and in addition, I also told her that I don't even own a Lap-top or computer anymore so it would be useless to continue paying for services that I'm not even using. Finally she got the point and told me that since I cancelled my membership 4 days after my billing cycle, I will have to pay for the month of March. Since my address on file is not up to date, I did not want AOL to bill me. Instead, I told the CSR to give me my account # so I can send them the last payment by check and the rep told me that she is not allowed to give me my account #. WTF? You're allowed to make changes on my account without my consent but you can't give me my account #? This is INSANE! After BSing her, she got frustrated and told me that she will automatically CX my acct and switch it over to receive free email only and that I will no longer be liable for the last payment. Yay!

    Anonymous 3/12/09 1:57PM

  • I went to live chat. I got a real smart aleck. After he couldn't answer my questions his comment was to take a hammer and tap it lightly to loosen it up. I would like to tap him with a hammer.

    Anonymous 3/11/09 5:52PM

  • how long does it take for someone to answer the phone? I have been talking to a lame ass computer person for 30 minutes. Where are the humans? HELP IS A JOKE.... I am done with AOL not responding! Be it the PC or the Phone! YOU SUCK AOL!

    mcdode 3/10/09 10:02AM

  • I really wish I could speak with an American speaking English regarding my service. I realize that this phone support has been outsourced, but there is no real understanding of a situation and merely rote help with a situation. I have been a customer for 8 years and 5 months. I do like the AOL setup, but was surprised when there were changes to the McAfee security system going on. Also, there was a price increase on my VISA bill without any notice or explanation. I feel that the customer service is so inpersonal that I am looking into other services. My system crashed about three months ago. I did not expect this due to the fact that I scan everyday on a consistent basis. So, this was really disappointing and costly to repair. My confidence in the security has been affected. No customer service person was able to explain the new security to me. Is AOL a totally technical setup without real people? Why is nothing ever mailed in the written form? It would be nice to explain a change in a situation about service.

    smgraz2001@aol.com 3/9/09 10:48PM

  • AOL BLOWS! I CALLED SEVERAL MONTHS AGO TO INQUIRE ABOUT HIGHSPEED. WHEN I FOUND OUT THAT I COULD GET FREE AOL MAIL FOR SIGNING UP FOR THE HIGHSPEED, THEY OFFERED ME A LOWER RATE THAT INCLUDED MCAFEE SERCURITY AS WELL. WHERE IS MY SECURITY ? I HAVE NOTICED NO CHANGE OR UPDATE. IS MY PC SAFE AOL ??
    YOUR GUESS IS AS GOOD AS MINE BECAUSE I AM UNABLE TO GET AHOLD OF TECH SUPPORT OR ANYONE THAT SPEAKS ENGLISH !! COME ON AMERICA.....TAKE BACK OUR COUNTRY AND OUR LIVES !! PERHAPS OUR PRESIDENT OBAMA WOULD BE ABLE TO SETTLE THIS PROBLEM! BAIL OUT NEED ASAP FOR AOL AND THEIR CUSTOMER BASE !
    THANKS FOR THE FRUSTRATION! MAYBE A NEWS STORY ON THE TODAY SHOW WOULD HELP ???

    WHO CARES 2/24/09 7:17AM

  • No wonder your service is painless. You can never get anyone, and if you are lucky enough to do so, they don't speak english!

    Anonymous 2/22/09 2:59PM

  • your representitives are worst I have ever come across. I have 12823 e-mail in my accout that I cannot get access to and I asked to be transfered to tech support with no assistence. I am disgusted with this company. then live chat was disconnected power for the course. I am putting gmail cause I can't get aol mail :( :(

    medcoder02@aol.com 2/21/09 12:38PM

  • AOL Customer Service does not exist. AOl should rename this service Customer Contempt Service.

    Anonymous 2/18/09 3:57PM

  • Aol customer service is so horrible! It took me forever to actually get somebody that spoke english well enough to understand them! I will never call them again. And I dropped my account with them.

    blah blah 2/16/09 6:23PM

  • aol hinders high speed connections if you don't purchase their high speed package...their customer is awful to say the least...the people that know computers don't use aol did you notice..I would recommend going to another provider........just got through to the aol call center in the Philippine Islands...maybe that's why our economy is messed up...well at lease part of it..usually the calls are routed through India......

    Anonymous 2/10/09 11:48AM

  • AOL has been hosing me for $3.95 a month for "premium services" even though I am on the FREE plan!

    Trying to get this charge removed is proving to be a true adventure.

    My bank says get written confirmation from them that they have cancelled the charges, yet I can not get an operator that speaks english well enough to assist me!

    Shame on you AOL

    Not Happy With AOL 2/6/09 2:39PM

  • this method is extremely frustrating--getting to person is impossible--your customer service SUCKS!

    Anonymous 2/6/09 1:11PM

  • Obviously AOL routinely abuses their customers and lies to them about their account. I have been trying for over 3 years to get them to stop taking money out of my checking account since I changed over to free aol..... the charges of 32.09 continue!

    How does a company continue to do business this way and get away with it???

    irishmyst608 2/4/09 1:46PM

  • I had aol for almost 5 yrs my aol acct was hacked the person that did was signing on as me..aol did nothing...and I couldnt prove to them it wasnt me which is nuts..they closed my acct..aol is the most dangerous internet service they dont care about there customers at all...they act like they do but they never responde back I noted to them they had a man who had profile that he claimed to be a rapist...I reported his profile 43 times..called them 3 times and yet they never acted upon it..aol is not only dangerous . more hackers are on aol then most sites and aol wont protect any of there customers

    donnamariee231 2/2/09 5:12AM

  • There IS no customer service!!!
    I stayed on the phone, answered all the automated questions, but never did get to talk to anyone, or my questions satisfied and then they hung up.
    I have been an AOL customer for probably 6-8 years and have never needed help before.....and now can't get it.

    PastorMHPC 1/27/09 4:43PM

  • I want to cancel my services and having a difficult time in doing so. I do not want to pay 26.54 for dial-up. It is frustrating trying to connect to a person @Aol.

    PLEASE CANCEL MY SERVICES.

    Anonymous 1/21/09 10:11AM

  • After paying AOL for years( thay have been my only e- mail provider since I statred using E-mail) The CEO of AOL stated that they were offering FREE E-MAIL. I accepted and for 2 years they continued taking money from my visa account. Finally three months ago they Credited us $69.00 for two years of billing. Now they have wipe out all my saved e- mails with all my information and told me if I want the information back, I must pay for it. What is going on with AOL?IS THE CEO AWARE OF WHAT GOING ON? pLEASE RESTORE MY INFORMATION. Thank you very much.
    Panzegna

    panzegna 1/21/09 7:42AM

  • Please let me cancel my account. I have been paying for 3 months since I have connected with a nother internet service. Cannot seem to cancel AOL.

    Anonymous 1/19/09 10:16PM

  • I honestly don't see how this company has continued to grow with the sucky customer service that they have. They have taken 130.00 from my credit card account when I had called and cancled my service over a year ago. Not only did they say I didn't call but that they will not give me my money back. Companys like this really need to recheck themselves!!!!

    Anonymous 1/16/09 6:38AM

  • THIS IS THE WORST CUSTOMER SERVICE LINE
    AND THE STUPIDEST " SECURITY SYSTEM" THAT
    I'VE EVER ENCOUNTERED..!!
    AND, I AM A SHAREHOLDER AND MULTI-YEAR USER/
    " CUSTOMER" OF THIS RINKY-DINK OUTFIT CALLED
    AOL...
    WE GET " SECURITY CHECKED" EVERY THIRD DAY
    AND WHEN THE ANSWERES ARE CORRECT IT DOESN'T MATTER !! THEN THE " FILTER SCREENS" ARE
    ABSURD - THEY CANNOT BE READ CORRECTLY..
    MIKE PAVILON

    sungloss 1/14/09 1:04PM

  • This company is a joke. They took $40.89 from my checking account. My agreed monthly charge is $9.99. I am not an avid online user. I did this simply to be able to get online to check e-mail messages and pay bills. It's companies such as this that leave a very bad feeling when you are treated this way. I have filed a complaint with the BBB and hope to get this resolved. I will never, ever, ever, deal with AOL again, and I will warn my family and friends not to do business with this company. I have a LOT of family and friends.

    janetspringdale3@aol.com 1/8/09 7:55AM

  • OMG, one question: DOES AOL HAVE A TECH SUPPORT? How many hurdles do I have to jump to figure out how to actually reach someone by email? Hmm, yahoo and hotmail are pretty easy to work with.

    Anonymous 1/7/09 2:56PM

  • Why is it so hard to find a customer service phone number for AOL,none of my pass words work, so I can't access my account on line or get help from a tech. I auto bill pay, so I don't have any paper statements to get my account number, what a mess trying to contact you, I need a live person to talk to.

    carprim 1/6/09 11:36AM

  • Wow! Looks like the big wigs of AOL need to take a look at thier comments from thier customers! I am irrate over the way AOL treated me today! I cancelled my account, and since they bill for a month in advance I asked for a refund for the month that has already been taken from my account. I was told that they couldn't give me a refund, and my service would continue through the following month. I know that they could, but simply won't. I asked to speak to a manager and five times I was hung up on, put on hold, ect. When I finally spoke to a manager he fed me the same crap. I asked to speak to his manager, and was told that his manager doesn't take calls from customers. So, I guess they don't really care about thier customers. But they sure don't mind taking money out of my account, and not refunding it when I demand one. I will never come back to AOL, and NEVER reccomend that anyone give them a try.

    mustangmommy96gt@aol.com 12/31/08 2:00PM

  • When I try to connect to AOL, it gets to the check password then disappears. I've tried the One-Click Fix and that doesn't work either. Can't get live help, as I can't sign on. I have to read my mail on my Firefox browser, so why am I paying AOL $14.95 a month when anyone can get a free account. Hmmmmm...

    Have a Happy New Year!

    MsBadGurl 12/31/08 12:02PM

  • I am so displeased with AOL customer service. MY account was closed without any notification or warning. Trying to get through to customer service took 2 hours.

    jenntripoli74 12/29/08 10:18AM

  • have been trying to reach someone at customer service to cancel our membership but keeping our aol email address. I have yet to get a response back.

    Please inform whomever needs to know that we are wishing to cancel our membership immediately. Your fees are VERY high and most online companies to not charge customers for their email addresses.

    wdh24@aol.com 12/21/08 7:43PM

  • We have recently discovered that aol is taking payments out of two of our checking accounts. Your customer service is a joke. Either you stop doing this or action will be taken. You were only ortherized to use one of our checking accounts.

    Peanutnnn 12/17/08 12:01PM

  • Your company is ripping off the consumers. We cancelled AOL service last year and yet you still charged us. My bad in not noticing that you were taking fees directly out of my checking account. Your company said that we never cancelled - liars. It also took me over an hour and a half to even get you to cancel what you still showed open. First operator said that his system was having problems and I'd have to call back. You're an internet provider and can't even get your systems to function properly to handle customer service. You can see on your system that we have not used this service in a year, and yet don't believe that we cancelled it. Great way to inflate your bottom line. I will make it a point of telling everyone I know not to sign up for your service, and if they do have it I will suggest alternative providers for them.

    Anonymous 12/9/08 2:05PM

  • Hey, AOL! You suck. Your service SUCKS. You don't have any easy to reach contacts for customer service and support. You constantly send me emails about updating my account, or else I'll be suspended. THE LINKS YOU PROVIDE TO UPDATE MY ACCOUNT NEVER WORK. GET YOUR HEADS OUT OF YOUR REAR ENDS. Have a CRAPPY day, and have an even WORSE Thanksgiving. I hope you go bankrupt permanently.

    dagothjeff 11/26/08 5:08PM

  • This is the poorest service offered by any on line server. My mail box is not accessible most of the time and there is no way you can reach anyone at customer service. You have a server that has no contact with its customers.
    Do they really want to stay in business? I had to go to another server so I could receive email.

    rphatton 10/20/08 11:27AM

  • THIS IS NOT A GOOD SERVICE. WHEN THERE IS A PROBLEM, YOU SEND ME BACK ON LINE AND THEY DO NOT DO ANYTHING. IT IS A PROBLEM THAT YOU CREATED AND I CANNOT FIX IT WITHOUT SPEAKING TO SOMEONE. IT IS A WONDER THAT YOU HAVE ANY CUSTOMERS LEFT.

    Anonymous 10/17/08 12:03PM

  • Was tosd and lost my account for the very first time since AOL began. First complaint there. Secondly while trying to start a new account it designated me a screen name and would not allow me to decline it or go back. So once i got my account set up with the name i wanted, i called and cancelled the first one right away, within and hour of setting it up. I was told i was within the 30 free trial (well yeah its been an hour) well they still charged me. And now using live help they keep telling me i'm not the contact person on the account. Keep repeating that i need to have the contact person contact them. Well i dont know what part of "i am the contact person" they dont understand but maybe if i could speak to someone who speaks english, i'd get further.

    wspringwillow 10/14/08 7:39AM

  • someone has been sending emails using my screen name. found out could not connect to aol. after 45 min of searching for a way to talk to someone at aol, told me that they closed my account due to commercial solicitation which is not from me. Told me that the community service team close the account. Told me that I would have to write a letter by mail to get them to review the account to instate it. What a sorry system. Time for a change!!!!! Person that I spoke to was in India. I asked to speak to the supervisor but that cut me off. Great service. DON'T SIGN UP FOR AOL!!!!!!

    Anonymous 9/22/08 2:48PM

  • I've never had anyone so difficult to find a phone number for and once I did find the number it was nearly impossible to find live help. This has got to be the worst customer service I have ever dealt with.

    joeyphillips4417 9/22/08 7:46AM

  • Can't get a live person to save your soul at AOL!! They billed me $2.00 more dollars a month and never informed he of a hike in service, or was this just an error in billing. Call the 800 number and of course you can't get a live person! No live numbers, what a way to run a business. Looking for another carrier and I've had AOL since 1994.

    Bob 8/30/08 12:33PM

  • I could not get to a live person. I had an email apparently from AOL asking me to update my acct info before Aug 31. When I went to do that, they asked for debit number and pin number etc. I just did that several months ago, and lost money thru my debit. Card and number had to be changed. I will not do that online. But can't get AOL on phone to question the real need or validity of this email. If they discontinue my acct, oh well. I've been thinking about changing anyway! This automated line says my acct is in good standing.

    jdprnmtnnana 8/26/08 6:19AM

  • povertylevel
    I used your on line robot because I have forgotten my password and still can't get into my e-mail. Now I can't your robot to talk to me and apparently your lousy system won't let me talk to a HUMAN BEING if you have any that speak english. Now the computer won't let me change the password by myself. My old one bypassed all that CRAP and I could go right in without all the hassle. What's happened to your SERVICE?

    povertylevel@aol.com 8/16/08 9:29AM

  • Just spent about a half hour in their automated phone system...just to be told to go online to keytword help and then was hung up on. WTH?

    Drkmge 8/14/08 9:59AM

  • I have been with aol for years. I proaably have the basic account. You raised my fee without notifying me this month for one thing. I must have the slowest internet service available. I would like to check into getting a high speed connection but I have not been able to get ahold of a person to get information from on this. I called your customer number and after a few questions I was put on hold and no one ever answered. Please held me on this matter.

    WSTR58 8/13/08 3:28PM

  • I am so sick of our American Companies putting their customer service in other countries.. But this one really got me... Afterall, I AM CALL A M E R I C A Online.. HELLO! I have decided any company that does this and gives me to a person that takes me twice as long to get the same thing done, I am canceling their services! This one, because they utilize our great name really got me though.

    Anonymous 8/10/08 4:21PM

  • This is a terrible customer service set up~ they make it frustrating on purpose to cancel your account. I sent an email requesting cancellation 3 months ago and just figured out they are still billing me...Now Im 15 minutes into holding for a rep! AWFUL

    Anonymous 8/5/08 7:09AM

  • Why is it so difficult to speak directly to an AOL tech? I need help to access my mail but can't log on to AOL to do so. This is very upsetting and makes think seriously about leaving for another such as Net Zero, etc. I can't get to my mail so AOL is not providing the service I need. I am sending this comment from my work place as I can not do so from home. What is your suggestion, should I look elsewhere for a more helpful company to do business with?

    wbillc49 7/21/08 1:12PM

  • Submit your comment >>
  • Got through on the 1st call with less than 1 min wait. Smooth and easy.

    egonza3286 12/23/09 5:07PM

  • Spent almost 45 min. with Jake of Customer Service. Mentioned that he was in the Philipines. I just want to say that he did an excellent job telling me how to reinstall 9.1 as I had had notes saying that my email needed to be installed, due to bad corrupt files. Everything went smoothly

    Thank you,
    Mrs.Ed Lavin

    eplavin@aol.com 8/6/09 7:15PM

  • Ok support, not always english. Company around for a long time (since 1985). I have been a satisfied customer since 1991 when I had DOS still on my packard bell.

    Neckername 5/23/09 9:04AM

  • What are you people talking about? I have been a satisfied customer since 1995 -- well, dissatisfied occasionally but a phone call to tech support always repairs the problem ... as long as the tech speaks English.

    EBIRDWELL 5/10/09 3:19AM

  • I HAD A WONDERFUL TECH SUPPORT HELP ON THURSDAY, THE MARCH 26TH - 7:30PM PDT. I THINK HER NAME WAS RENEE AND SHE WAS IN MANILA, PHILLIPINES. I WOULD LIKE TO GIVE HER RAVE REVIEWS.

    CORKYFRANK 3/28/09 8:47AM

  • I was just assisted by the greatest Customer Service Representative & wanted you at AOL to know about it!! His name is Chai & he helped me with everything I needed & was one of the nicest people I've dealt with in a very long time! It was so refreshing to know that "real" customer service people still exist!!! You (AOL) should be very proud to have him as an employee/part of your team!! Do whatever it takes to keep people like him!!! Thanks for everything & Happy Thanksgiving to you all!!!

    ckacsorvegas 11/21/08 8:35PM

  • Submit your comment >>
  • I am a former AOL employee, and can thouroughly explain to you all why you are being charged. You all probably used AOL discs saying "90 day FREE service" and didnt call to cancle the service after the prohbationary 90-day trial period. You skipped reading the Terms and Conditions section on the set-up screen, therefor causing you to be charged for time accrued. If you contact AOL's Customer Care division they can check the usage and if there isnt any, then they will credit your money back to you. There was a massive lawsuit in 2005-06, The state of New York vs. America Online, in which alot of consumers were charged for time accrued they didnt use. AOL had to pay damages, but in turn won the ruling because it was a "Term and Contion" error by the customers for verifying information and then stating it was AOL's screw up for over-charging them. In half those lawsuits, only 1 of them was paid restitution to.


    Important Life Lesson:::

    READ BEFORE YOU AGREE!

    AllenBicNC 3/16/09 4:57PM



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  Company News  
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... dedicated to convincing American Online members to retain their accounts, May 17, 2006 at the IDT Global multi-lingual call center in Jerusalem, Israel. ...