I feel validated.... on the Today show they interviewed a man who tried to cancel his AOL account and ended up having to demand its cancellation over and over again before AOL's customer service accepted his instructions. But before this happened the man was interrogated. Interrogated is the correct word to use. The phone conversation was recorded and we heard it.
(I looked on the Today Show web site for the write up about it, but its not there...yet.)
My personal opinion: AOL sucks.... it tries to suck everything out of your wallet. And I have serious doubts regarding its business ethics.
I once tried their 3 month free trial service. At the end of three months I called to cancel the service because I did not want it. The customer service person refused to cancel it immediately. She told me she would cancel service in 30 days and then she hung up on me. This would ensure AOL at least a month's worth of charges. Well, they didn't get their money.
Are you familiar with their current ads stating AOL believes all their customers should have high-speed access to the internet? Well thats a crock of you-know-what, too. They want to show prospective advertisers that they have a huge number of customers with high-speed access in an attempt to get more advertisers signed up. (However... to be fair, a large number of companies use deception in their public personna.)
AOL claims to have fired the customer service representative because of this incident. He became the scapegoat. These representatives reflect the policies of the company and its management staff. But its always the little guy on the line that gets the axe in order to keep the ogre living a little longer.