Ok basically I signed up for a free trial offer 1000 hours free for 45 days in the beginning of December. I call in to cancel around January 15 and they give me another free month, so I stay. February 15 rolls around, I call in, they persuade me and the csr gives me free months until August 16. They asked me if I was interested in the Bring Your Own Access plan and I said not really because I sometimes access aol at school.
Here's the problem. They charged me yesterday for some "communication surcharges" meaning that when I talked to that csr, she switched my free trial account to a free trial BYOA. I never gave them permission to, they assumed it. So I get charged $2.95 per hour via dial up. But it's free if I bring my own access.
The thing is, 90% of the hours used was via dial up and 10% was accessed via another ISP at school. So why would they assume and make the switch? I know it was a miscommunication between me and the csr but do I have a good chance of getting a refund in these kinds of cases? Or am I screwed?
The supervisor said that I made the switch etc. He emailed my case to his supervisor. So I'm going to call back in three days.
I did some of my own investigation and talk to several online billing consultants. Based on this, they seem kind of shady, they give me three different dates as to when my account will end, some of them don't even mention a communication surcharge until I start questioning in-depth of what "free" means. Also, on one of the conversations, the csr said that I would be automatically switched to the BYOA plan. Isn't that illegal without my permission? Here are three of several sessions:
SESSION 1
CSR: Based from what I have seen on your account information, you still have 2 free months remaining on this account.
You: Ok thanks.
CSR: You're welcome. It was my pleasure assisting you. 🙂
You: One more question
CSR: Thank you for visiting Billing Live. Have a Wonderful Day.
CSR: Sure, please go on..
You: Can you please tell me the exact date the free trial period will end?
CSR: The 2 free months remaining on this account will waive your May and June monthly fees. Therefore, it will expire on July 16, 2002.
You: Ok thank you.
You: Including this month?
CSR: You're welcome. 🙂
CSR: Yes. 🙂
You: Ok thanks
You: Bye
SESSION 2
CSR: I have reviewed your account and it shows here on your record that you have 2 free months still available on your account.
You: You're welcome. What does that free service include?
CSR: It includes your unlimited usage for your AOL account.
You: Does that include dial up? And can I access AOL through another dsl too?
You: err I mean can I access AOL through DSL?
You: Can you give me an exact date on when the free trial ends?
CSR: It ends on June 16.
CSR: Oh, I am sorry but it shows that you are currently under the $14.95 Bring Your Own Access Plan on this account.
CSR: Kindly be advised that the BYOA Plan best works if you connect using your own ISP or cable to connect.
You: Umm how is that possible? I thought you just told me that I had 2 months free usage.
CSR: I am sorry for the confusion. Yes, that is right ... you currently have 2
free months on your account and this will take care of your monthly fee under the BYOA Plan.
CSR: The BYOA Plan is also for unlimited usage.
You: Hmm.. I don't recalling ever giving AOL permission to switch me to a BYOA plan though.
CSR: I do regret but it does show here on your record that once your trial period is over for this account you will automatically be placed under the $14.
95 Bring Your Own Access Plan.
Session 3
CSR: I do show that you have 2 free months remaining on your account.
You: Can you please tell me the exact date?
CSR: This will waive your May and June monthly fees.
You: Oh sorry, I meant the exact date the free trial will end.
CSR: Your 2 free months will end on June 16.
You: Ok thanks. Does that also include the previous month and this month?
CSR: I am sorry, it will end on July 15.
You: Ok.
You: Does the fee waiver include the previous month and this month?
CSR: Yes.
You: Ok thanks. One last question, can you tell me the exact date I signed up for the trial period?
CSR: Please be advised that only your monthly fee is waived.
CSR: Communication surcharges may still apply and would be charged monthly and added to your AOL bill along with any premium service charges or purchases made.
You: Ok.
Any comments (Except the ones saying I'm a dumbass for even signing on with AOL. I'm already aware of this fact 🙂) / suggestions are greatly appreciated. I just want to know your guy's experience. TIA.
Edit: BTW, the free trial 1000 hours thing handles the communication surcharges (Dial up hours). I talked to an online billing consultant around the beginning of April and they said that everything was free etc unlimited usage without mentioning that I was under the BYOA as two of the above sessions show.
Here's the problem. They charged me yesterday for some "communication surcharges" meaning that when I talked to that csr, she switched my free trial account to a free trial BYOA. I never gave them permission to, they assumed it. So I get charged $2.95 per hour via dial up. But it's free if I bring my own access.
The thing is, 90% of the hours used was via dial up and 10% was accessed via another ISP at school. So why would they assume and make the switch? I know it was a miscommunication between me and the csr but do I have a good chance of getting a refund in these kinds of cases? Or am I screwed?
The supervisor said that I made the switch etc. He emailed my case to his supervisor. So I'm going to call back in three days.
I did some of my own investigation and talk to several online billing consultants. Based on this, they seem kind of shady, they give me three different dates as to when my account will end, some of them don't even mention a communication surcharge until I start questioning in-depth of what "free" means. Also, on one of the conversations, the csr said that I would be automatically switched to the BYOA plan. Isn't that illegal without my permission? Here are three of several sessions:
SESSION 1
CSR: Based from what I have seen on your account information, you still have 2 free months remaining on this account.
You: Ok thanks.
CSR: You're welcome. It was my pleasure assisting you. 🙂
You: One more question
CSR: Thank you for visiting Billing Live. Have a Wonderful Day.
CSR: Sure, please go on..
You: Can you please tell me the exact date the free trial period will end?
CSR: The 2 free months remaining on this account will waive your May and June monthly fees. Therefore, it will expire on July 16, 2002.
You: Ok thank you.
You: Including this month?
CSR: You're welcome. 🙂
CSR: Yes. 🙂
You: Ok thanks
You: Bye
SESSION 2
CSR: I have reviewed your account and it shows here on your record that you have 2 free months still available on your account.
You: You're welcome. What does that free service include?
CSR: It includes your unlimited usage for your AOL account.
You: Does that include dial up? And can I access AOL through another dsl too?
You: err I mean can I access AOL through DSL?
You: Can you give me an exact date on when the free trial ends?
CSR: It ends on June 16.
CSR: Oh, I am sorry but it shows that you are currently under the $14.95 Bring Your Own Access Plan on this account.
CSR: Kindly be advised that the BYOA Plan best works if you connect using your own ISP or cable to connect.
You: Umm how is that possible? I thought you just told me that I had 2 months free usage.
CSR: I am sorry for the confusion. Yes, that is right ... you currently have 2
free months on your account and this will take care of your monthly fee under the BYOA Plan.
CSR: The BYOA Plan is also for unlimited usage.
You: Hmm.. I don't recalling ever giving AOL permission to switch me to a BYOA plan though.
CSR: I do regret but it does show here on your record that once your trial period is over for this account you will automatically be placed under the $14.
95 Bring Your Own Access Plan.
Session 3
CSR: I do show that you have 2 free months remaining on your account.
You: Can you please tell me the exact date?
CSR: This will waive your May and June monthly fees.
You: Oh sorry, I meant the exact date the free trial will end.
CSR: Your 2 free months will end on June 16.
You: Ok thanks. Does that also include the previous month and this month?
CSR: I am sorry, it will end on July 15.
You: Ok.
You: Does the fee waiver include the previous month and this month?
CSR: Yes.
You: Ok thanks. One last question, can you tell me the exact date I signed up for the trial period?
CSR: Please be advised that only your monthly fee is waived.
CSR: Communication surcharges may still apply and would be charged monthly and added to your AOL bill along with any premium service charges or purchases made.
You: Ok.
Any comments (Except the ones saying I'm a dumbass for even signing on with AOL. I'm already aware of this fact 🙂) / suggestions are greatly appreciated. I just want to know your guy's experience. TIA.
Edit: BTW, the free trial 1000 hours thing handles the communication surcharges (Dial up hours). I talked to an online billing consultant around the beginning of April and they said that everything was free etc unlimited usage without mentioning that I was under the BYOA as two of the above sessions show.
