AOL to refund Washington customers

Refunds for canceled services

WASHINGTON — Those who continued to receive bills after canceling America Online (AOL) services may be entitled to a refund stemming from a $3 million nationwide settlement.

AOL agrees to refund customers who claimed they had unauthorized charges for services received since Jan. 1, 2005, Washington State Attorney General Rob McKenna said. More than 35 Washington state customers filed complaints against the Internet service with the attorney's office.

"Consumers have a natural expectation that when they cancel a service, they will no longer be billed," McKenna said. "With this agreement, AOL agrees to not only resolve existing consumer complaints, but to establish policies that prevent problems in the future. The changes will make them a better company."

Previous to the settlement, customers were required to cancel service by telephone, fax or mail, he said. Customers who called AOL services were directed to a representative paid to keep customers from canceling their services.

AOL is known as a dial-up Internet service offering a free trial of services, McKenna noted.

Customers who are entitled to a refund must file a complaint with the Attorney General's Office and request a complaint form. The complaint is forwarded to AOL, which refunds directly. To contact the office, call 1-800-551-4636 between 10 a.m. and 3 p.m.

The Attorney General's Office is entitled to $45,000 of the settlement for attorney's fees.