AOL virtually refuses to cancel man's account
Customer repeatedly asks for termination, company tries to keep him
Posted: June 21, 2006
© 2006 WorldNetDaily.com
One man's attempt to cancel his America Online account is reverberating across the U.S. and world after the customer recorded the conversation and then posted it on his blog.
Vincent Ferrari tried to end his membership with AOL, but dealt with a company representative who apparently did not want to lose his business.
Ferrari had been told previously by others in the blogosphere that AOL customer service could be troublesome, so he recorded his conversation with a representative named John.
A partial transcript of the audio reveals the frustration Ferrari experienced as he simply wanted to end the five-year account:
A partial transcript of the audio reveals the frustration Ferrari experienced as he simply wanted to end the five-year account:AOL REPRESENTATIVE: Hi this is John at AOL ... how may I help you today?
VINCENT FERRARI: I wanted to cancel my account.
AOL: Sorry to hear that. Let's pull your account up here real quick. Can I have your name please?
VINCENT: Vincent Ferrari.
CLOCK READOUT - 00:30AOL: You've had this account for a long time.
VINCENT: Yup.
AOL: Use this quite a bit. What was the cause of wanting to turn this off today?
VINCENT: I just don't use it anymore.
AOL: Do you have a high speed connection, like the DSL or cable?
VINCENT: Yup.
AOL: How long have you had that ...
VINCENT: Years ...
AOL: ... the high speed?
VINCENT: ... years.
AOL: Well, actually I'm showing a lot of usage on this account.
VINCENT: Yeah, a long time, a long time ago, not recently ...
CLOCK READOUT - 01:47AOL: OK, I mean is there a problem with the software itself?
VINCENT: No. I just don't use it, I don't need it, I don't want it. I just don't need it anymore.
AOL: OK. So when you use this... I mean, use the computer, I'm saying, is that for business or for ... for school?
VINCENT: Dude, what difference does it make. I don't want the AOL account anymore. Can we please cancel it?
CLOCK READOUT - 02:21AOL: Last year was 545, last month was 545 hours of usage...
VINCENT: I don't know how to make this any clearer, so I'm just gonna say it one last time. Cancel the account.
AOL: Well explain to me what's, why ...
VINCENT: I'm not explaining anything to you. Cancel the account.
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