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AG Announces Agreement with AOL

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RALEIGH — Attorney General Mike Easley said Wednesday thatNorth Carolina and 35 other states have agreed to a settlement with AmericanOnLine regarding complaints about poor or no service.

The agreement calls for refunds up to $39.90 -- the cost of two monthsof AOL's unlimited service -- forsubscribers who complain aboutaccessibility during December 1996 and January 1997. Under the agreement,consumers can choose to get a refund or credit for one free month of futureservice, Easley said.

The exact amount of a refund is determined by the type of service and theamount of hours for which the subscriber was unable to access.

Specifically, subscribers to the flat monthly fee of $19.95 for unlimitedservice with get:

  • Full refund if access was limited to two hours or less during Decemberand/or January.
  • 50 percent refund for two to eights hours of access.
  • 25 percent refund for eight to 15 hours of access.
  • Subscribers of the metered access plan ($9.95 a month) will get:

  • A full refund for less than one hour of access.
  • A 50 percent refund for one to three hours of access.
  • Subscribers to the $4.95 a month metered plan will get:

  • A full refund for less than one hour of access.
  • A 50 percent refund for one to two hours of access.
  • To register a complaint, call1-800-827-6364.Easley saidconsumers should have up to 120 days to register their complaint andrefund request.

    If consumers prefer, they can get a one-month credit on their bill ratherthan the refunds mentioned above. To get the credit, consumers must writeto:AOL, P.O. Box 1600, Ogden, Utah, 84401.

    Additionally, AOL has agreed to make it easier for subscribers to cancelservice. They may fax a cancellation notice to AOL at1-801-622-7469.

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