Suit Forces AOL to Let Users Log Off

Struggling provider pays $3 mil, reforms cancellation procedure
By Sam Gale Rosen,  Newser Staff
Posted Jul 12, 2007 3:00 PM CDT

(Newser) – AOL paid a $3 million settlement to frustrated users ensnared by Byzantine cancellation procedures, and made it easier to cancel accounts, in a bid to avoid wider litigation yesterday. Customers attempting to ditch the service had met unending conversations with reps who were allegedly paid bonuses of up to $3,000 for each cancellation they averted.

AOL will now pay out refunds to customers who tried to cancel but were thwarted by the confounding conversations. Customers have been getting rid of AOL all the more quickly after the company announced in August that it would provide most of its services free to non-subscribers. (Read more AOL stories.)

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