Weather Alerts 6 View »

Action News helps clear Internet charges

  • Play

Video by

Action News helps clear Internet charges

By Daniel Gutierrez. CREATED Oct 14, 2013

Las Vegas, NV (KTNV) -- When you're living on a budget, every dollar counts. One local senior recently found herself facing a bill she couldn't afford, for a service she didn't want. That's when she called Contact 13's Call for Action volunteers for help.

"I just wanted to catch up with the times. Because all my family and my friends are on the Internet," said Lucy Gutierrez.
She said she was looking for a way to stay connected. So last October, she got her very first computer. One of the first things she did, was call an Internet service provider.
"And I asked them how much it was going to be and what they had quoted me then, was like $19.95," said Lucy.
But she was in for a surprise, when she opened her first bill, "It was $40, instead of $20."
With fees and extra charges for things like anti-virus software, the bill was more than she could afford. So she called her Internet provider.
"I tried to cancel it and they wouldn't let me. They said you signed up for a year," said Lucy.
She said she had never agreed to any long term contract. For months, she argued with countless customer service reps and supervisors.
"I had a lot of sleepless nights and my blood pressure was going up. Who needs that? At my age, you don't need anymore stress," said Lucy.
Finally after 8 months, she said they canceled her service. But the final bill included 4 more months of charges, money Lucy didn't feel she owed the company.
"And I thought well you know, there's no one else to call. I said no, Channel 13 gets results," said Lucy.
So she reached out to Contact 13's Call for Action volunteers. A few days later she got a call from the company, learning she didn't have to pay for those final 4 months. Now Lucy has a message for anyone else who needs help.
"As soon as Channel 13 comes in, it's all safe and you get your money back. Thank God for Channel 13," said Lucy.
So here's the Contact 13 bottom line: When signing up for any new service, always make sure you're clear about the cancellation policy. And do some research on the company. A quick Internet search usually brings up any complaints, but you can also try calling the Better Business Bureau.
If all else fails, remember, we've got your back Las Vegas. Contact our Call for Action volunteers at 368-2255, anytime between 11 a.m. and 1 p.m., Monday through Friday.