" Attorney General Eliot Spitzer today announced an agreement that requires the nation's leading internet service provider to reform its customer service procedures.
.....
" For several years, AOL had instituted minimum retention or 'save' percentages, which consumer representatives were expected to meet. These bonuses, and the minimum 'save' rates accompanying them, had the effect of employees not honoring cancellations, or otherwise making cancellation unduly difficult for consumers.
" Many consumers complained that AOL personnel ignored their demands to cancel service and stop billing ...
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may be power, but communications is the key snipped-for-privacy@panix.com [to foil spammers, my address has been double rot-13 encoded]
[TELECOM Digest Editor's Note: My thanks to Danny for the tip off on this latest legal action by Mr. Spitzer. The full report from Reuters is included in this issue of the Digest. PAT]