Don't disconnect your customers
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36 commentsComments are closed
Peter Heinrich commented
This is more of a complaint. On 10/22 @7:30PM I tried to get Tech Support to show me how to DELETE VISITED SITES. The tech rep was unclear, & I didn't know what she was talking about. I asked her to TELL me how to do it, and we were disconnected. I called back immediately, and the phone rang 20 times, then disconnected.
Need to be able to reach tech support. I cannot log in to my account.
I HAVE TRIED TO CALL FOR DAYS AND/OR A CHAT TO CHANGE SETTINGS _ I HAVE NO IDEA WHAT TO DO
I realize you are extremely busy with incoming calls and a slowdown due to the pandemic, but I waited 1/2 hour this morning only to be disconnected, called back waited another 1/2 hour and was disconnected again.
I called last Thursday to update my file was on the phone with the Tech Support 1 1/2 hours to update my account. This morning I receive a letter from you that I need to "update my account". How can I contact you to check confirmation on my file if you keep disconnecting me............please call me 949-981-7169.
Thank you, Isabelle
I have been an AOL subscriber for about 30 YEARS. Suddenly I am going to lose my mail option, which I have been paying for each month. Everything I do is thru AOL and you guys are screwingit up. I can’t even get thru to you on phone to understand what to do! I am not a computer whiz and your printed directions make no sense to me! So I am basically having years worth of accumulated material either destroyed or made inaccessible. I am furious to say the least! You are absolutely NO HELP. I cannot sit on hold on the phone all afternoon!
Gail Stojak commented
I have been calling for 2 days ... Using 2 different phones ... calling 2 different #'s 800-358-4860 & 800-827-6364 that both are 24/7 For Tech Support that I have been paying $20 a month for 16 years !!! Now that I need help because you are changing access as of 10/20/2020 and finally need to make use of my benefits ... I can't get through. Even the Benefits Page advertises # to be 24/7. THIS IS RIDICULOUS !!!!!!!!!!!!!!!!!!!!!!
Just wasted another hour on hold for AOL Chat. And I'm paying for AOL 24 hour support. A waste of money!!!
Have many more operators for phone calls and for Chat help. I've tried 4 times to resolve an issue with Chat with one Chat helper hanging up on me after failing for resolve my issue with Private WiFi. Another was great but lost connection with no email back to fully resolve the issue. Trying to call for 24 hour help is useless - can't get through. Need to beef up staff, enhance training, initiate check backs to ensure problems resolved. On Chat hold yet again to try and fix my problem.
There is no support available for customers with your website saying:
"Email support is currently unavailable due to COVID-19 health and safety considerations"
That's total nonsense as COVID-19 is not spread by using email. You are just money grabbing people when support "service is only available to paid AOL members. "
Bob Hughes commented
I’ve now been sent a link to change my forgotten password
And guess what they’re asking for my current FOGOTTEN password
Bob Hughes commented
All you want is money for help with anything you do
The only provider that does this
Oh well it’s going to cost me my time but I have no alternative but to change my email provider
So it’s goodbye to you’re ****** service
your services is so bad. I am with you 25 years wainting on hold 3 hours
I was blocked out of my AOL account after having success and AOL was unable to help me. They stated I did not give enough information when opening my account which is not the case.
I was informed to send my documentation proving who I was and I did. I suppled my Massachusetts Drivers License, My Boston College identification for my graduate degree. I also supplied the header to my Bank account, Prudential and Invesco account.
I am a homeowner and a 45 year old adult and my address and every documentation supplied is clear I am who I am. Customer service informed there was nothing they could do to help me.
I am unable to get into the account and view the correspondence regarding my children and school, etc.
Since then, I had to take the time to open another account and try and contact everyone I messaged and I have not finished yet.
Customer service also informed my when someone sends me a message it will not show as closed. The sender will assume I received the message and am ignoring corresponding with them.
I have always defended AOL and trusted their abilities and at this now I do not.
It is public information with the city or town one lives in who owns the house, the name and address is documented with the city and registry of deeds and also displays what taxes are paid, etc. etc. etc.
It is absolutely a disgrace that I have every legal document in the State of MA proving who I am with out fail and AOL STILL WILL NOT PROVIDE ASSISTANCE
Customer service said the account will eventually close with inactivity.
I am truly disappointed and insulted they had the audacity to claim I was not who I said I was.
Such a negative experience and this will force me to never use AOL or recommend them again. The address below is inaccessible
hire people who can actually help.
Try giving real customer service
Jim Ball commented
waited an hour and a half and told no one available. A novel idea might be to actually make the help line real and hire knowledgeable staff. Your automated help subjects dont cover my Mail issue. I can only solve it by going into Microsoft EDGE and going into aol golf mail that Way. Nuts?
Impossible to access anyone to help by chat or by phone.
Chuck Davis commented
GET YOUR SYSTEM ACTIVATED TO HELP YOUR LONG TERM CUSTOMERS THERE IS NO HELP , WAIT ON THE PHONE AND NEVER ANSWER , CHAT AND YOUR CHAT IS DOWN . IT IS NOT THE WAY TO CONDUCT YOUR BUSINESS WITH US , YOU HAVE HAD PLENTY OF TIME TO DEAL THE WITH COVID ISSUES AUG . 26TH 2020 ? GET IT TOGETHER COOPERATE . SERIOUSLY
Have had an account with AOL since early 90's, now you send me an email about third party stuff, try to contact someone to answer questions and can't intact anyone through email or other! Why isn't there any support for long time users and answering a chat from home will not spread coved! Very sad you treat longtime users in this way. I'll figure out how to get all my things off your email and that'll Be the last time I'll use you! Sad after 20 plus years you treat people like this!
Richard Raymer commented
Can't use reset from backup e mail Aol will not accept the codse. Tried 60 times, can.t get ahold of any customer service help. When I get home I will get rid of all aol products. Costomer service is **** at best