I am writing to formally express my concern and disappointment regarding a recent and unresolved experience with AOL tech Support. The veri
I am writing to formally express my concern and disappointment regarding a recent and unresolved experience with AOL tech Support.
The verification process lasted nearly an hour and was both inefficient and distressing. Even though I was logged into my AOL profile and could clearly see my account information associated with my name, the representative repeatedly insisted that the system could not verify that the account belonged to me.
After considerable frustration, I suggested that the issue might stem from my Ex-husband’s name, as we divorced over twenty- five (25) years ago. To my astonishment, that proved to be the correct explanation – although his name doe does not appear anywhere on my profile. This outdated information should have been identified and addressed by AOL’s system, rather than leaving me to guess at the cause of the problem.
More troubling, however, was the behavior of your representative, Ifa, who asked me whether I am still in contact with my ex-husband. Thie question was entirely irrelevant to the matter at hand and highly inappropriate in a professional context.
Now let’s talk about the issue I originally contacted AOL. After nearly two hours of unproductive issue troubleshooting, I asked to speak with a manager or a more experienced representative. I was told that a manager would call me back soon and my phone number had been taken for that purpose. No ONE EVER called me back! The issue remains UNRESOLVED.
As a long-time AOL user, I am disappointed by both the inadequacy of the verification procedures and the lack of professionalism demonstrated by the support representative(s). I respectfully request that this matter be reviewed at the executive level, that staff be appropriately trained, and that I be contacted directly by a qualified representative who can resolve my technical issue.
Please confirm receipt of this message and advise me of the steps being taken to address this situation.
Sincerely,
Natalya Chess
natalyaananina@aol.com
Date of incident: 11/2/2025
1 716 2285234
Natalya Chess
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Hi there, we are sorry to hear that! We'd like to further investigate this, can you message us directly on X at @AOLSupportHelp or on Facebook on our AOL Customer Care page? In case you do not have a social media account, please contact us at help.aol.com Thank you!