AOL's previous policy did not allow people to close accounts without the answer to a security question. So, what happens when the person who owns that account (and knows the answer to that question) dies? Apparently, it leads to a year long fight, for one woman.
Maxine Gauthier doesn't own a computer. She doesn't know the first thing about Web browsing or sending e-mail. She's not even sure where to find a computer's "on" button, as she describes it. Yet for the past nine months, she has been fighting one of the most persistent and some say irritating institutions in cyberspace: AOL, formerly known as America Online.