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AOL pays fine for cancellation scheme
AOL agrees to pay $3M to avoid lawsuit over poor customer "service" (emphasis mine):
The resolution, announced Wednesday, was driven by a deluge of complaints from AOL customers who said they had tried to close their accounts, only to be thwarted in their attempts or discover they were still being billed for services they thought had been canceled.
... Subscribers who phoned AOL to cancel their service were sometimes greeted by aggressive service representatives who were paid bonuses if they found a way to keep the customer, according to the multistate settlement. Customers complained that AOL’s incentive system created an obstructive culture that made service cancellations difficult.
See also: Canceling AOL can be a tough call (June 21, 2006)
