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AOL Expands Refund Options

Negotiations with attorneys general continue as online service scrambles to accommodate users.

By Glenn McDonald, PCWorld   

%dquotIn combination with the $350 million investment program and other initiatives we announced two weeks ago, these measures underscore our commitment to do what it takes to fix the problems members are experiencing as a result of the extraordinary demand for AOL,%dquot Case said in a prepared statement.

AOL users %dquotwho feel they have not received sufficient value due to busy signals%dquot should send their name, address, master account screen name, and phone number to: AOL Member Refunds, P.O. Box 511, Ogden, Utah, 84402-0511.

According to the statement, AOL will offer a credit of one month%squots membership fee, although people with specialized complaints are encouraged to call customer support, who will resolve issues on a case-by-case basis.

AOL will also expand its cancellation options and hold current membership %dquotat the 8 million level%dquot until the network%squots capacity can be sufficiently upgraded, the statement said.

Users can now cancel by mail or by fax in addition to telephone, or can go online to Keyword: Cancel for further details.

AOL also announced the addition of 600 customer support representatives and acknowledged that service during peak hours is %dquotsubject to availability%dquot until network upgrades are complete.