Why bigger isn't always better.

STLtoday - Business - Columnists: The problem? An AOL account once held by Gauthier's late father still showed billing charges accumulating against it. The account had been dormant for months; the credit card he used for it was inactive at least as long.

Nevertheless, AOL kept charging $25.90 each month for dial-up online access. Late fees for non-payment accumulated on the credit card, too.

Gauthier even offered to send a copy of her father's obituary as proof he truly was dead. AOL was unmoved.

'An AOL service guy told me to stop complaining and learn to use a computer,' she said."

This is what you might call bad publicity.