My apologies, I should've been clear!

AOL doesn't charge for any helpdesk service at all. It explicitly says on their website that all helpdesk services are free and they'll never charge you.

The scam was that the scammers had a fake helpdesk service that showed up that my wife's grandparents ended up paying for.

The scammers did actually fix the issue, but the scam was that the grandparents should have never been charged!