How do I cancel my AOL broadband subscription?

In October I wrote to AOL's cancellation department using the address I got from its website. I asked the company to cancel my subscription by 31 October 2010. But I can't cancel the direct debit as the internet service provider (ISP) takes the monthly fee by Mastercard.

I have had no reply from AOL to this letter or the emails I sent to the customer service department.
Michael English

Mr English didn't tell us if he wanted to move to another ISP but if he does, it may have been quicker for him to ask AOL for his migration authorisation code (MAC).

ISPs are required to provide a MAC within five working days. A MAC is the unique code that identifies a particular line and allows the customer to move to another ISP with minimal disruption. A MAC is valid for 30 days.

But even if things don't go according to plan, or the customer changes their mind, there is no limit to the number of MACs a person can request.

However, if Mr English just wanted to end his service with AOL, he is not obliged to ask for a MAC. When an ISP appears not to take action, customers can get frustrated. They often cancel their direct debit, which is not something we advise people to do. ISPs are quick to call in the debt collectors in cases such as these.

Instead the customer should write to the ISP requesting a deadlock letter. Once this has arrived the customer can complain to either Cisas or Otelo; you can find out which your service provider belongs to by checking the websites Cisas or Otelo.

Currently Ofcom, the communications regulator, is monitoring Talktalk, which now owns AOL. This is because of billing problems faced by former customers of Tiscali; another Talktalk acquisition. So Mr English can make a complaint online to this organisation.

Ofcom won't take on individual cases as Computeractive does but complaining will allow it to see if there is a more widespread problem with AOL customers.

We have contacted AOL to provide it with Mr English's details and ask it to cancel his service. The ISP is now looking into this and should hopefully take immediate action because Mr English is not bound by a contract.

New rules covering dispute resolution services
A new mandatory code of practice introduced by Ofcom earlier this year forces communications providers such as internet service providers and mobile phone companies to include information of the relevant dispute resolution service on all paper bills.

Then from 22 July, companies will also have to write to consumers whose complaints have not been resolved within eight weeks to inform them of their right to take their complaint to a dispute resolution service.