AOL Takes Up Customers' Woes with State Legal Leaders
Abrahms, Doug, The Washington Times (Washington, DC)
America Online Inc. met with representatives of 20 state attorneys general yesterday to discuss consumer complaints about more busy signals on the company's computer network.
State officials are following up on complaints that AOL users aren't getting the unlimited access promised for $19.95 a month because congestion keeps them from making connections, said Dan Curry, a spokesman for Illinois Attorney General Jim Ryan, whose office hosted the Chicago meeting.
The nation's largest on-line service, which is based in Sterling, Va., has come under fire from users who have been unable to connect to AOL's e-mail system, databases and chat rooms.
Class-actions suits have been filed in Washington state, California and Michigan that claim breach of contract by AOL.
The company acknowledged the problem last week and said it will spend $350 million the next six months to add modems, phone lines and customer-service representatives.
AOL attracted 1.2 million new customers the past three months through its latest promotional campaign and its offer of unlimited access for $19.95 a month.
State prosecutors did not elaborate on what steps they might take if AOL does not resolve the problem, although they could file a lawsuit or seek a rebate from the company. …