Barbara Estes of Edgewood didn't think it would be a problem to renew her membership for three years in AARP, formerly known as the American Association of Retired Persons.

She figured she'd send the organization a check for $19.95 and that would be it.

But it wasn't.

Although AARP cashed her check last December, the organization's Web site -- www.aarp.org -- continued to show that her membership would expire this month instead of October 2009.

Unless the organization officially acknowledged Ms. Estes continued membership, she ran the risk of losing the dental coverage she had obtained through AARP. Membership in the organization is required for continued coverage by Delta Dental.

In addition to that problem, AARP failed to acknowledge that her membership included Hank Snell, her partner. It also had failed to send membership cards.

From January through mid-September, Ms. Estes and Mr. Snell said, they made about 15 phone calls to AARP to have someone -- anyone -- confirm their membership through October 2009.

In a July 31 e-mail to AARP, they expressed their frustration with its customer service department. "[It] is ineffective in a way that we have never seen before in a national organization. Now you have a chance to redeem yourselves. Representing senior interests is a serious matter and should not be handled carelessly."

Their e-mail went unanswered.

On Sept. 7, Ms. Estes and Mr. Snell sent a "help us" e-mail to the editor of the AARP magazine. After summarizing their problems, they said it appeared to them that AARP's "administrative organization is totally overwhelmed or incompetent in maintaining accurate membership records."

"It also appears that nobody has any authority to make corrections. How can you allow this situation to exist in the AARP which is so important to so many seniors? Please do something to help us and to restore our faith in the AARP!"

The e-mail went unanswered.

On Sept. 13, Ms. Estes sent an e-mail to the editor of the AARP Bulletin. She cited "Nothing to Smile About," an article about dental care that the editor had written for the September issue.

She said she seemed destined to join the millions of Americans who don't have dental insurance because of the "incompetence and an apparent lack of caring on the part of the AARP itself.

"You cared enough to publish the article about dental care availability," she wrote. "My hope is that you also care enough to forward this message to a responsible AARP manager who can resolve this ridiculous situation."

Again, there was no response.

When Mr. Snell called me, he said Ms. Estes' dental coverage was in jeopardy if something wasn't done immediately to confirm that she was a member in good standing in the 35-million-member organization.

After an initial round of calls that led only to recordings, I reached Nancy Wood, an AARP spokeswoman based in Washington, D.C. After giving her the couple's address and Ms. Estes' membership number, Ms. Wood confirmed that she was paid up through October 2009.

She also said Mr. Snell would be added to Ms. Estes membership and that their membership cards would be sent.

If you have a problem with AARP, call its toll-free number, 1-888-687-2277. Operators are on duty from 7 a.m. to midnight Monday through Friday. If they can't help you, they are to connect you to the proper department.

Good luck.