Typically, hackers target reps at offshore call centers in India or Mexico, who they claim are less savvy and have far less training than American service agents.
The article is frightening. Obviously, that’s the drawback of having a worldwide user base: support in AOL India can give out the password to a system AOL account. (Ok, there’s also some terrible database design here.) But I need AOL: I haven’t got broadband, and AOL was the only provider to offer, two years ago, a real flat-rate subscription (contrary to some countries, local communications aren’t free in France).