I Want To Cancel My Account!

The Chee

The Chee

I'm back YIPEE Refreshed!
:D :D Funnay stuff -On Tape: Rep Won't Let Customer Quit AOL
http://www.nbc10.com/news/9406462/detail.html

check this out too:http://www.youtube.com/watch?v=xIVZ9b0RgmY&search=VINCENT FERRARI

An incredible video from CNBC shows an AOL customer trying to cancel his account, but a phone rep won't let him do it. What customer Vincent Ferrari got when he tried to cancel his account was a lot of frustration.

It took him 15 minutes waiting on the phone just to reach a real, live person.

And, what happened next was recorded by Ferrari on audio and lasted about four minutes:

CLOCK READOUT - 00:00

AOL REPRESENTATIVE: Hi this is John at AOL... how may I help you today?

VINCENT FERRARI: I wanted to cancel my account.

AOL: : Sorry to hear that. Let's pull your account up here real quick. Can I have your name please?

VINCENT: Vincent Ferrari.

CLOCK READOUT - 00:30

AOL: : You've had this account for a long time.

VINCENT: Yup.

AOL: : Use this quite a bit. What was the cause of wanting to turn this off today?

VINCENT: I just don't use it anymore.

AOL: : Do you have a high speed connection, like the DSL or cable?

VINCENT: Yup.

AOL: : How long have you had that...

VINCENT: Years...

AOL: : ...the high speed?

VINCENT: ...years.

AOL: : Well, actually I'm showing a lot of usage on this account.

VINCENT: Yeah, a long time, a long time ago, not recently...

CLOCK READOUT - 01:47

AOL: : Okay, I mean is there a problem with the software itself?

VINCENT: No. I just don't use it, I don't need it, I don't want it. I just don't need it anymore.

AOL: : Okay. So when you use this... I mean, use the computer, I'm saying, is that for business or for... for school?

VINCENT: Dude, what difference does it make. I don't want the AOL account anymore. Can we please cancel it?

CLOCK READOUT- 02:21

AOL: : Last year was 545, last month was 545 hours of usage...

VINCENT: I don't know how to make this any clearer, so I'm just gonna say it one last time. Cancel the account.

AOL: : Well explain to me what's, why...

VINCENT: I'm not explaining anything to you. Cancel the account.

AOL: Well, what's the matter man? We're just, I'm just trying to help here.

VINCENT: You're not helping me. You're helping me...

AOL: I am trying to help.

VINCENT: Helping... listen, I called to cancel the account. Helping me would be canceling the account. Please help me and cancel the account.

AOL: No, it wouldn't actually...

VINCENT: Cancel my account...

AOL: : Turning off your account...

VINCENT: ...cancel the account...

AOL: : ...would be the worst thing that...

VINCENT: ...cancel the account.

CLOCK READOUT - 03:02

AOL: Okay, cause I'm just trying to figure out...

VINCENT: Cancel the account. I don't know how to make this any clearer for you. Cancel the account. When I say cancel the account, I don't mean help me figure out how to keep it, I mean cancel the account.

AOL: : Well, I'm sorry, I don't know what anybody's done to you Vincent because all I'm...

VINCENT: Will you please cancel the account.

CLOCK READOUT - 03:32

AOL: : Alright, some day when you calmed down you're gonna realize that all I was trying to do was help you... and it was actually in your best interest to listen to me.

VINCENT: Wonderful, Okay.

CLOCK READOUT - 03:39

"I've never ever experienced anything like that," Ferrari told CNBC.

He recounts how the AOL representative - as a last resort even asked if his dad was home.

"I think I could've put up with everything, but at the point when he asked to speak to my father, I came very close to losing it at that point," said the 30-year-old Ferrari.

Ferrari then posted the call online, and the response was tremendous.

AOL sent him an apology and said the customer service rep was no longer with the company.

:lmfao :lmfao
 
That's been all over the news. Olberman had it as the number one story last night on Countdown. He mentioned that a staffer called to cancel his account yesterday and it took him 45 minutes.
 
The Chee said:
AOL sent him an apology and said the customer service rep was no longer with the company.
Click to expand...
Yeah, like AOL had nothing to do with the procedure the rep followed. The rep was probably just following a company policy for handling cancellation requests.
As usual, the low man on the totem pole got the blame and lost their job.

Charles
 
CharlesW said:
Yeah, like AOL had nothing to do with the procedure the rep followed. The rep was probably just following a company policy for handling cancellation requests.
As usual, the low man on the totem pole got the blame and lost their job.

Charles
Click to expand...


When i called it took me 3 phone calls and $90.00

Each time I called they told me that they canceled but apperently they give you a "Cancelation #" which I never received untill the last call!

Will never do business with AOL ..the worst part is their customer service is out sourced to another country so you can't understand a word they are saying! yet another reason I will never do business with them!
 
That happened to me with Cingular - I let my cousin take it on her honeymoon becuase I had a ton of minutes i never used and told her just use it till it no longer works. I am cancelling it at the end of the month. So I did..and it took 30 mins to cancel (are you sure...do you know someone who needs a cell phone you could give it too..why are you cancelling..what if we give you a new cell phone.....)..finally I did.

Then I got a bill for 180 dollars for the month after I cancelled it. Come to find out my cousin was using it still (a lot although she claims she had no idea she used it so much and swore off them since they are dangerous). Any hoo I called up Cingular and explained to them..how can I have a 180 dollar bill for service I cancelled last month. ..they kept asking me "why did you use it if your cancelled it.." to which I replied .."how could it be used if it was cancelled?"...they finally zeroed out the bill and assured me it could not be used.
 
No wonder they have so many customers, they can't get out!

Although when I called to cancel it took me all of 8 minutes from when I dialed to when I was done. They did insist on me telling them a reason why. I finally told the lady I couldn't stop looking at porn. I don't think she had heard that, but she came back with how I could use some filter crap. I said I wasn't going to use a filter on myself and just cancel me. She did it then and I received my confirmation.
 
Maxima Lover said:
They did insist on me telling them a reason why. I finally told the lady I couldn't stop looking at porn.
Click to expand...

:rofl

Yea, that's the ticket...setup a porn filter on yourself and keep paying AOL $20/month.
 
lol man, if you have the skills to set up a porn filter for yourself, then you have the skills to bypass it. If you had that kind of self control then you wouldn't need the filter at all. I think that is logic that would fly right over most customer service reps heads though. :lol:
 
Hey if everyone turned in their bad experiences to the news, the company would probally be out of buisness, they would loose all their employees and have to shut down. haha, I have had simlar stuff happen at other places I call too. Always want you to buy more.
 
Much easier to cancel credit card than deal with that...I can get a new card much easier and faster than staying on phone for 2 hours...I would just keep using their service until they couldn't bill you anymore then they would turn service off...
 
LOL Not to dredge up an old thread, but I found the full recording of the call. Click Here If you thought what they played on those other two links was bad, you should hear the stuff they cut out!! Bwhahahahahahah!! As a trainer it kills me to hear it, but right now I am grateful for it because it is an awesome example of how NOT to provide 'customer service'. :lol:
 
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