1. Please provide your 800 number to contact your "escalation department" directly for case resolution. This escalation dept. 800 number is being concealed and refused upon request, making this paying customer wait without any timeline for account problem resolution.

My email sub account password stopped working so I called and verified my master account. Aya gave me a sub-account temporary password and it allowed me to create a new password. Aya was very helpful.

However, after Aya's call ended, about an hour and a half later , my sub-account sign-in denied my new password. When I called back, Gilbert said he could not verify my sub-account was mine. I said that I pay AOL every month and Aya already verified. He told me he can verify my master account and I said my sub-account would not be paid for without my master account being paid by me every month (I've owned these accounts for over fourteen years). Gilbert asked his more experienced service rep. and after an hour told me he had to escalate my case (giving me a case #). But he would not transfer me to the escalation department and he told me he could not give out the 800 number for that department.

This is frazzling. I was told my sub-account could not be verified as mine even when I pay for it every month? And then, I was told that I can't call the escalation department? Why not? I called customer service to resolve the problem, not to be told someone will call me back without telling me when.

My cell phone routes directly to voicemail if it doesn't recognize the caller so I am literally sitting by my phone all day. This is terrible. AOL please improve your rules and allow Gilbert to transfer me to the escalation department or publish your 800 number for that department directly. Gosh, what a waiting game they forced me into but they want their payment from me the minute it is due with no delay. C'mon AOL! Why hide your escalation department from customers? (if it exists). Waiting, and more waiting and the wait and more wait. Aya got it right but someone overruled her to make me wait and wait. This is disappointing customer service conduct so please improve it.