This same thing happened to my roommate.

My husband used to work for AOL and the customer service reps actually get paid for keeping members who try to cancel.
It's true, I applied for AOL once. If a person calls to cancell and they manage to convince them not too then they get a small bonus. After 90 days if the person still hasn't cancelled then they get a much larger second bonus. Sometimes I wonder if they just click that people didn't cancel so they can get the bonus.