Seen
a Rogue on the loose?
Get in touch with our Roguemeister:
JOHN SCHRAG
jschrag@wweek.com
(503) 243-2122
FAX:
(503) 243-1115
Ruby Gates (no relation to Bill) is a thoroughly modern
girl. She talks on a cell phone, works for a local dot-com
and spends what seems like half her life answering email.
But when Gates, 35, signed up for a $21-per-month account
with this week's Rogue, America Online, little did
she know she was setting herself up for a low-tech headache.
As the email correspondence between Gates and the Internet
behemoth shows, the patron saint of customer service at
the 24-million-member online network should be Franz Kafka.
Since June, when Gates says she first tried to cancel her
AOL account, she estimates she has called the Internet behemoth
20 times and emailed several more, after all of which she
got this message:
Hi ! My name is Nhice and I am writing to you on behalf
of America Online.... I sincerely apologize for the inconvenience
you are experiencing.... I really wanted to assist you,
unfortunately, this is not an issue that can be resolved
via e-mail.
(To get the full flavor of Gates' dilemma, check out the
entire email correspondence below)
"They would tell me the account was closed and then a charge
would show up on my next month's credit-card statement,"
Gates says.
Jason Reynolds of the Oregon Consumer League says he fields
AOL complaints all the time. "I call it the account that
will not die," he says. (Jan Margosian of the attorney general's
office says AOL signed an agreement in 1998 promising not
to overbill Oregonians after more than 700 complained.)
Finally, last week, Gates says AOL agreed that the account
was closed and agreed to give her back two months of payments.
That's not good enough, Gates says. She wants repayment
for the full four months since she first tried to kill the
service. "It's a small amount of money [$42]," she says
of the two months AOL doesn't want to pay, "but it's the
principle of the thing."
AOL did not return WW's phone calls by press time.
-----Original message----------
From: ruby.gates@webcriteria.com
To: temp-billing@aol.net
name:Stephanie (Ruby) Gatesemail: ruby.gates@webcriteria.com
Subject: CPA message: REF # 062100044210/4/00
Please refund me 4 months of fees that you have taken from
my credit card.
I verbally discontinued service in June -and have called
3 subsequent times asking the company to stop billing my
credit card for services I do notwant.I will contact the
Consumer Protection Agency within 24 hours of this notice
if I do not have response from this company. Effectively,
you are not authorized to charge my credit card -which the
company did again yesterday.
You can reach me at 503-998-7829. Stephanie (Ruby) Gates
-----Original Message-----
From: billprob@aol.net [mailto:billprob@aol.net]Sent: None
To: ruby.gates@webcriteria.com
Subject: Re: CPA
Dear Stephanie,
Good Day!:-) My name is Glenda and we at America Online
would like to thank you for spending the time to write us.
I appreciate the opportunity toassist you regarding this
AOL Billing issue.
My sincerely apology for this inconvenience may caused
you. With regards to your inquiry, we are unable to give
your refunds for 4 months, unfortunately you will need to
contact directly at 1-800-827-6364 or 1-888-265-8003 and
they are open to assist you 24 hours a day, 7 days a week
at EST. Thank you for your understanding and patience regarding
this matter. We greatly appreciate your America Online membership.
If you have any further questions, please do not hesitate
to contact us again. Have an Excellent Day Stephanie!:-)
Glenda R.
Customer Care Consultant
The Billing DepartmentAmerica Online, Inc.-----
-----Original message----------
From: ruby.gates@webcriteria.com
To: billprob@aol.net
I have contacted the numbers below (by phone 4 times) and
have been faxingall day (the number is constantly busy).
Why is your company unable to return the money they have
erroneously charged me? Please send me a contact that can
actually execute my refund.
Best regards, Ruby Gates http://www.webcriteria.com/
-----Original Message-----
From: billprob@aol.net [mailto:billprob@aol.net]Sent:
None
To: ruby.gates@webcriteria.com
Subject: Re: RE: CPA
Dear Ruby ,
Hi ! My name is Nhice and I am writing to you on behalf
of America Online.I sincerely apologize for the inconvenience
you are experiencing. I really wanted to assist you , unfortunately,
this is not an issue that can beresolved via e-mail. Please
phone the Billing Department at 1-800-827-6364or 1-888-265-8003,
24 hours a day, seven days a week, for assistance with this
issue.We highly appreciate your patience and understanding
in this matter.Have an excellent day ! : )
Nhice B.Customer Care Consultant
The Billing Mail DepartmentAmerica Online, Inc.-----
-----Original message----------
From: ruby.gates@webcriteria.com
To: billprob@aol.net
As you see, I have contacted the numbers below several
times over the courseof four months. I am filing a report
this afternoon with the ConsumerProtection Agency as AOL
repeatedly will not return my money to me and AOL charged
my credit card again on Tuesday after I have asked them
four times to discontinue my service. I want to hear from
someone who has the power to refund ALL of the money AOL
has charged my credit card since June. My cellnumber is
503-998-7829. I will file a report by 2pm this afternoon
if this is not completely resolved.
Ruby Gates
Recruiting Manager
http://www.webcriteria.com/
-----Original Message-----
From: billprob@aol.net [mailto:billprob@aol.net]Sent:
None
To: ruby.gates@webcriteria.com
Subject: Re: RE: RE: CPA
Dear Ruby,
Hi, my name is Rhends and I would like to thank you for
spending the time to write us here at AOL. I appreciate
the opportunity to assist you regardingthis billing question/inquiry
you may have. First of all, I would like to apologize for
the inconvenience that this issue has caused you. With regards
to your query, since you are writing from the Internet,
we are unable to give you the information that you have
requested in your e-mail. I know that this upset you much
however there are options on how to contact AOL and have
the refund for the charges made on your account be resolved
immediately. If your AOL membership is still current, it
is recommended that you e-mail us through the master screen
name on your America Online account. But if you can no longer
access your AOL account, please feel free to call our AOL
Billing Department. They can be reached toll free at 1-888-265-8003
and is open 24 hours a day, 7 days a week. To have this
issue resolved immediately please include your current information.-Your
full name- Master Screen Name used for your AOL account-
Phone Number- Full Address- Last four numbers of your current
payment method Please call 1-888-265-8008 for further assistance.
Again, I highly apologize for the inconvenience that this
issue has caused you. Your patience and understanding regarding
this matter is greatly appreciated.Thank you for the time
and effort you took to write AOL. Should you have further
question, clarification or suggestion, please write us back.
As always, I will be glad to promptly assist you. Have an
Excellent Day !!
With kind regards,
Rhends P.
Customer Care Consultant
The Billing Mail DepartmentAmerica Online, Inc.-----
-----Original message----------
From: ruby.gates@webcriteria.com
To: billprob@aol.net
Please review ALL my emails below. The information you
gave me is extremely redundant. I have contacted the number
you have given me SEVERAL TIMES over the course of FOUR
MONTHS. And the billing agents there do not have the authority
to refund me the FULL amount owed to me. Moreover, I have
FAXED my complaint several times and your fax number is
consistently busy, hence my fax cannot be transmitted. The
next missive needs to be from someone that can resolve this
issue in entirety. My cell number is 503-998-7829.
Ruby Gates
Recruiting Manager
http://www.webcriteria.com/
-----Original Message-----
From: billprob@aol.net [mailto:billprob@aol.net]Sent: None
To: ruby.gates@webcriteria.com
Subject: Re: RE: RE: RE: CPA
Dear Ruby, Greetings!:-)
Hi! My name is Jen and I would like to thank you for taking
the time towrite to America Online . At the same time giving
me the opportunity to assist you regarding this AOL related
issue. I do appreciate your patience and understanding with
matter. I do apologize for the inconvenience that you have
experienced. I understand in your e-mail that you have e-mailed
us several times with regards to your account, however ,
as much I want to assist you with, I do need to verify your
account first which will include your full name, address,
phone number, screen name, and your last four digits used
to pay your account. However to solve this immediately,
if I may suggest, please do call us directly at 1-888-265-8003
or 1-800-827-6364. Always do remember that I am very much
willing to help and assist you with any billing concerns
that you may have in any possible way I can. I'll be happy
to have you back. It is members such as you, taking the
time to report such instances as this, which helps to make
America Online a better service for everyone. Have a excellent
day!
Respectfully yours,
Jen S.
Customer Care Consultant
The Billing Mail DepartmentAmerica Online, Inc.
Sign on a Friend to AOL and you can get cash for every
friend who registers! That's right! It really does pay to
be an AOL member. Go to Keyword: Friend for all the details.-----
-----Original message----------
From: ruby.gates@webcriteria.com
To: billprob@aol.net
Here we go...Stephanie (Ruby) Gates
2423 SE Harrison
Portland, OR 97214
Screen Name: Ruby
Last 4 digits: 7146
I refuse to call again...These are the results I expect:
A full refund from June onward of AOL charges to my credit
card. You have a record that I havenot used my account since
May.
Ruby Gates Recruiting Manager
http://www.webcriteria.com/
-----Original Message-----
From: billprob@aol.net [mailto:billprob@aol.net]Sent:
None
To: ruby.gates@webcriteria.com Subject: Re: RE: RE: RE:
RE: CPA
Dear Ruby,
We at America Online would like to thank you for spending
the time to write us. I appreciate the opportunity to assist
you.I do apologize for the inconvenience that you have experienced.
I understanding your e-mail that you have e-mailed us several
times with regards to your account, however , as much I
want to assist you with your inquiry. And always do remember
that I am very much willing to help and assist youwith any
billing concerns that you may have in any possible way I
can. However, In order for us to release information to
you or take action to your AOL account, you must be writing
to us from the master screen name. If you are using AOL
4.0/5.0 version, you can use the Sign -Off button on the
Menu Bar and select the "Switch Screen Name" option, and
choose the masterscreen name you have on your account. The
first screen name in the list is your Master screen name.Please
remember that for account security, our consultants can
only discuss billing information with the designated billing
contact of the America Online account writing from a designated
master screen name. Please include all of your current account
information when writing back. This includes your full name,
address, and the last four numbers of your current payment
method. Please include your original question or request
inyour e-mail or choose the "FORWARD" option, so that we
may assist you promptly.You may also reach our online billing
representatives at Keyword: BILLING. On the front screen,
you will find a scroll bar in the bottom right handcorner
of the page. Select the down arrow until the " Talk with
a Billing Consultant" appears. Once it appears, double click
that selection, they areopen to assist you 24 hours a day,
7days a week. Or you can call our phone representatives
at 1-888-265-8003 between the hours of 6:00 AM to 2:00 AMEST,
a toll free number and they will be happy to assist you.
I have also included a list of our Member Services telephone
numbers, just in case you need them. They are included at
the bottom of this email. I hope that this letter will help
you enjoy your time online to the fullest. If you have any
further questions or concerns with your account, please
knowthat I am here to help you anytime. Thank you once again
for taking the time to contact me. Have an excellentday!
Lhyn M.
Customer Care Consultant
The Billing Mail DepartmentAmerica Online, Inc.
AOL Member Services Telephone Numbers:Screen Name or Password
Problems:1-888-265-8004
Access Numbers:1-888-265-8005
Windows Related Questions/Problems:1-888-346-3704
Macintosh Related Questions/Problems:1-888-265-8007
Billing:1-888-265-8003
Cancellations: Please see Keyword: Cancel or call 1-888-265-8008
P.S.Sign on a Friend to AOL and you can get cash for every
friend who registers! That's right! It really does pay to
be an AOL member. Go to Keyword:Friend for all details.-----
From: billprob@aol.net
To: ruby.gates@webcriteria.com
Subject: Re: RE: RE: RE: RE: RE: CPA
Dear Ruby, Hello!
My name is Pam, a Billing Consultant and I appreciate the
opportunity to assist you. Since you are writing from the
Internet, we are unable to give you the information that
you have requested in your e-mail. We apologize for any
inconvenience that this may have caused you. If your AOL
membership is still current, it is recommended that you
e-mail us through the master screen name on your America
Online account.But if you can no longer access your AOL
account, please feel free to call our AOL Billing Department.
They can be reached toll free at 1-888-265-8003 and is open
24 hours a day, 7 days a week. Thank you for taking the
time to write AOL. Should you need further assistance or
information in the future, do not hesitate to write and
I will always be glad to promptly reply to you.
Pamela G.
Customer Care Consultant
Billing DepartmentAmerica Online, Inc.-----
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