How to Cancel AOL

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AOL charges a subscription fee for Internet services that are consumed through dial-up (telephone). Often, subscribers find themselves unable to cancel their paid service with AOL due to illegitimate retentions made by the AOL Member Services group. Listed below are the listed techniques on how to cancel an AOL account.




Phone

Calling AOL can often result in a Illegitimate Save, requiring the account holder to call back again. It is recommended to record your phone call with AOL in the event of future charges from AOL.

Due to recent failures that have taken place via the telephone cancellation methods, AOL has agreed with the New York Attorney General (NY AG) to require all cancellation requests are verified by the account holder and all cancellations are verified by a third-party. As an overview, the telephone cancellation process works like this:

Call IVR --> Choose Cancellations --> Verify Account --> Cancel or Save Account --> Third Party Verification

  1. Call AOL via telephone at 1-800-827-6364 or 1-888-265-8008.
  2. Wait and listen for the IVR to provide options. When the announcer is finished, say "Cancellations".
  3. When asked, enter the ten-digit phone number that is on the account. Example: 703-265-1000.
  4. When asked, being to spell out your screen name. Be sure to enunciate clearly, otherwise the process will be made more difficult.
    • Be aware, the 0-key does not work for AOL. The IVR must authenticate the account first before transferring to an agent.
    • When the IVR has accessed an account, the announcer will repeat back the screenname it has located.
  5. Press 2 key so you are transferred to the AOL Cancellations queue.
  6. Stay on hold until you reach a representative.
  7. Verify the account by providing the Billing Contact (account holder's first and last name) and answer the ASQ.
  8. Say the following, "I wish to immediately cancel my AOL account. I do not want it converted to 'Free AOL' and I do not wish to be retained."
    • If necessary, repeat yourself over until the representative agrees to cancel the account. Simply saying "Cancel the account" in repetition was successful for Vincent Ferrari.
  9. After the agent cancels the account, they will read you a Full Disclosure statement of all actions on the account (cancels, saves or no changes to the account).
  10. After you agree to the Full Disclosure, they will transfer you to a third-party verification agent who will confirm the actions of AOL.
    • The account has should be fully canceled.


Web (Internet)

Ever since AOL has been moving toward a "free" business model, they have been doing everything they can to deflect calls to Member Services. Now, AOL honors cancellation requests via the Web from users who are signed on via their Master Screenname. In lieu of actual canceled accounts, AOL allows users to convert their accounts to a specific Free AOL plan which keeps the account active but prevents further billing.

As an overview, the Web cancellation process works like this:

Sign on AOL --> AOL Keyword: Cancel --> Verify Account --> Confirm cancellation request --> Account "Canceled" (converted to Free AOL)

  1. Sign on to the AOL software.
  2. Go to AOL Keyword Cancel. (Press CTRL + K to open the Keyword window. Type Cancel and press Enter.)
  3. Scroll down toward the lower left region and locate Free AOL / Cancel My Bill.
  4. Click the Continue blue button to proceed.
  5. Scroll down and click the $0.00 button, indicating you wish to cancel your account.
  6. Scroll down and click the Save button to confirm your cancellation request.
  7. Wait until you see the text that confirms your request, Thank you! Your changes have been saved, your account will be converted to Free AOL on your next AOL Billing Date.
    • The account is not canceled; however, you will not longer be billed for AOL services.
    • Note: AOL tabulates Free AOL accounts in their quarterly reports to TimeWarner and investors. If you wish to formally cancel your account, you must do it via telephone.


Mail or Fax

AOL also honors cancellations made via the US Mail and Fax. These methods are relatively lengthy due to the delay in processing, but are effective because it's indisputable and you won't be interacting with language barriers. These methods are ideal if you have the time to invest in filling out a form and proceeding with the cancellation.

As an overview, the Postal cancellation process works like this:

Download Form, Print --> Enter details on form --> Send to AOL --> Wait. --> Account Canceled.

  1. Download the AOL Cancellation of Paid Membership form at https://bill.aol.com/...[PDF].
  2. Print the form.
  3. Write clearly and legibly the details that are on the AOL account.
  4. Check or mark off the box above the signature to officially cancel the account.
  5. Sign the form with your signature.
  6. Send the completed form to AOL:
  • Mail: 
AOL LLC
PO BOX 65100
STERLING, VA 20165-8800
  • Fax: 
(703)-433-7283


Post-Cancellation

After your account is canceled, you are provided a confirmation number of the canceled account. Be sure you receive this, otherwise your account may not be canceled. Many AOL users aren't sure what to do after the cancel AOL. We suggest the following:

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