Crap letter of complaint. Come and re-write it for me. Ta

[SlightlyMadSweet]

Hopefully it is self explaintary.....

I am sorry to have to put in a complaint about the fact that I have still been charged for an AOL service despite having terminated my contract with you. For your reference the Screen name to which this complaint relates is XXXX.

I called member services on 25 March 2008 to request my MAC code, after deciding to move to a new ISP. This was activated and AOL ceased to become my ISP on 3rd April 2008. I was told that I would have to pay for 28 days ? which was acceptable as I was aware that there was a notice period to be completed.

Since this date 2 payments have been taken from my debit card on XXXX and XXXX, both for £16.99. This is despite the fact that I had been paying £9.99 up until this time.

On XXX I called member services, speaking to XXXX to resolve this ? but unfortunately I did not find their explaination of the charges acceptable.

I was told that I was breaking my contract as I had agreed to an 18 month contract when I renewed my Silver package on XXX to the £9.99 per month that was being offered at that time. I do not believe this to be the case. At the time I was told that I was subscribing to a new 12 month contract. Furthermore in January this year I enquired as to when my contract could be terminated I was told that I could leave at that time with no penalty.

As the discussion continued I was told by member services that it was my fault that payment was still being taken as I had to ring accounts and notify them that my service has been disconnected. I find this very unusual ? given that AOL has stopped providing the service. Furthermore accounts are obviously aware that the MAC code had been requested/activated as they had been taking an increased payment. I was not told when I requested my MAC key that I would have to do anyhting else to terminate my account.

I find it unacceptable that I have had to pay for more than the 28 days notice.
I find it unacceptable that these payments have been for a greater amount than I had been paying.

I expect a refund of the monies that have been collected for a service that I have not been receiving. Should I not hear notification that this is going to be the case within the next 6 weeks I shall be pusuing a complaint with XXXXX(ISPA or whoever, I need to check this but Ofcom is down).

Yours sincerely

SMS

Someone must be able to do better than me....

Okay, for a start - phone your bank and report the unauthorised payments. They will start recovery of them.

Second, don't even have the conversation with AOL. Go direct to your local council and ask Trading standards to do it for you. They are utterly shite at dealing with things IME. I wouldn't even bother talking to them, you want the money back and you can do that through your bank.

You will have enough problems getting their shitty software off your 'puter.

I was careful enough to not put their chitty software on my new computer as I knew I was going to change .

Ofcom say I have to raise a complaint with AOL before they will get involved.

Well you have the facts, I think your letter is fine. Personally though I'd pursue the refund through the bank under the Direct Debit guarantee.

I think your letter is fine. Cancel the DD and ask them to prove that you agreed to a new contract.

Watchdog????

Its not DD . It is deboit card.....hence the reason I can't stop it.

AOl have apparently now cancelled it ....

But you can. Who told you that - automated payments, whether by debit, credit card or from bank accounts are protected. Should they take it without permission your bank can retrieve it and then deal with the problem. Dispute the payments.

Will send DP to try...thanks.

BTW you are not alone

Fraud. I had Tiscali take payments from my bank too when I had cancelled, I phoned the bank and they stopped it immediately and refunded the money, then I went to their ombudsman.

I think the letter seems fine and I agree try your bank. They MAY be able to help.