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AOL disclosed its connection-time calculation methods to all of its customers and credited them with extra free hours.
In addition, the AOL software would notify the user of exactly how long they were connected and how many minutes they were being charged.
The case was settled on June 8, Many customers complained that AOL personnel ignored their demands to cancel service and stop billing.
In response to approximately consumer complaints, the New York Attorney General 's office began an inquiry of AOL's customer service policies.
In many instances, such retention was done against subscribers' wishes, or without their consent. Under the scheme, customer service personnel received bonuses worth tens of thousands of dollars if they could successfully dissuade or "save" half of the people who called to cancel service.
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.
Under the agreement, AOL would no longer require its customer service representatives to meet a minimum quota for customer retention in order to receive a bonus.
On June 13, , Vincent Ferrari documented his account cancellation phone call in a blog post,  stating he had switched to broadband years earlier.
In the recorded phone call, the AOL representative refused to cancel the account unless the year-old Ferrari explained why AOL hours were still being recorded on it.
Ferrari insisted that AOL software was not even installed on the computer. When Ferrari demanded that the account be canceled regardless, the AOL representative asked to speak with Ferrari's father, for whom the account had been set up.
The conversation was aired on CNBC. When CNBC reporters tried to have an account on AOL cancelled, they were hung up on immediately and it ultimately took more than 45 minutes to cancel the account.
The company estimated that it would lose more than six million subscribers over the following year. They were the most frequent user of this marketing tactic, and received criticism for the environmental cost of the campaign.
The mass distribution of these disks was seen as wasteful by the public and led to protest groups. When AOL gave clients access to Usenet in , they hid at least one newsgroup in standard list view: AOL did list the newsgroup in the alternative description view, but changed the description to "Flames and complaints about America Online".
With AOL clients swarming Usenet newsgroups, the old, existing user base started to develop a strong distaste for both AOL and its clients, referring to the new state of affairs as Eternal September.
AOL discontinued access to Usenet on June 25, AOL then provided community-based message boards in lieu of Usenet. It is separated into three different sections: During the period when volunteer chat room hosts and board monitors were used, chat room hosts were given a brief online training session and test on Terms of Service violations.
There have been many complaints over rules that govern an AOL user's conduct. Some users disagree with the TOS, citing the guidelines are too strict to follow coupled with the fact the TOS may change without users being made aware.
A considerable cause for this was likely due to alleged censorship of user-generated content during the earlier years of growth for AOL. In early , AOL stated its intention to implement a certified email system called Goodmail, which will allow companies to send email to users with whom they have pre-existing business relationships, with a visual indication that the email is from a trusted source and without the risk that the email messages might be blocked or stripped by spam filters.
This decision drew fire from MoveOn , which characterized the program as an "email tax", and the EFF , which characterized it as a shakedown of non-profits.
Esther Dyson defended the move in an editorial in The New York Times , saying "I hope Goodmail succeeds, and that it has lots of competition.
I also think it and its competitors will eventually transform into services that more directly serve the interests of mail recipients.
Instead of the fees going to Goodmail and EON, they will also be shared with the individual recipients. Tim Lee of the Technology Liberation Front  posted an article that questioned the EFF's adopting a confrontational posture when dealing with private companies.
Spamassassin developer Justin Mason posted some criticism of the EFF's and Moveon's "going overboard" in their opposition to the scheme.
Comcast , who also used the service, announced on its website that Goodmail had ceased operations and as of February 4, they no longer used the service.
On August 4, , AOL released a compressed text file on one of its websites containing 20 million search keywords for over , users over a 3-month period between March 1, and May 31, intended for research purposes.
AOL pulled the file from public access by August 7, but not before its wide distribution on the Internet by others. The data were used by websites such as AOLstalker  for entertainment purposes, where users of AOLstalker are encouraged to judge AOL clients based on the humorousness of personal details revealed by search behavior.
In , Jason Smathers, an AOL employee, was convicted of stealing America Online's 92 million screen names and selling them to a known spammer.
Smathers pled guilty to conspiracy charges in On February 27, a class action lawsuit was filed against Support. The lawsuit alleged Support.
AOL continues to market Computer Checkup. This was an unsuccessful attempt to create a social network that would compete with Facebook.
AOL took the decision to shut down Lifestream on February 24, , and gave users one month's notice to save off photos and videos that had been uploaded to Lifestream.
After the shutdown of Lifestream, clicking "Buddy Info" does something that provides no information whatsoever about the selected buddy: From Wikipedia, the free encyclopedia.
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