Gilbert woman says Internet deal turned out to be no deal

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By Andrew Michalscheck By Andrew Michalscheck

GILBERT, Ariz. -- 3 On Your Side has talked about "free" trial memberships before.

But there always seems to be a problem because "free" seems to turn into an "expense" down the road.

And a Valley woman found that out the hard way.

Courtney Howard is proud of the home she and her family purchased a couple of years ago.

“When we bought the home, we had to obviously get TV and Internet,” said Courtney.

Courtney said was completely happy with her TV and Internet service, that is until she recently got a knock on her door from a very persistent salesman.

"This guy came three days in a row and I would look out the peep hole and it was the same guy, so finally on the third day I answered the door," Courtney recalled.

Courtney said that salesman made a very enticing promise about her Internet service.

"I can get that cheaper for you if you switch to CenturyLink," Courtney said she was told.

The salesman also said he would throw in some free perks, like a home phone and free trial on an upgraded television package called Prism TV, all for ordering Internet service.

"And he told us if we didn't like Prism we could cancel within 30 days and there would be no charge whatsoever on the phone or TV service," said Courtney.

And this smoking deal was only $30 a month

But Courtney didn't like the new TV service and canceled within her free trial period.

Then, she got a bill.

"We got a bill in the mail saying we owed $360 for the last two months!" said Courtney.

Shocked, she said she tried to get CenturyLink to resolve the issue but couldn't.

So she contacted 3 On Your Side
"I am more than happy to pay for the Internet service that I have used but I'm not paying for anything else," proclaimed Courtney.

3 On Your Side got a hold of CenturyLink and they resolved the issue right away.

In an email to 3 On Your Side, they said they apologized for the billing mistake.

"We determined that the policies and procedures we have in place were not followed," said CenturyLink, adding that they, "have updated our procedures to help ensure this doesn't happen again."

"Before 3 On Your Side got involved it was just so frustrating, it was such a headache and after 3 On Your Side I feel relieved and happy that this got taken care of," said Courtney.

CenturyLink was really good to work with and the resolved the issue quickly so thank you to them.

In the meantime, always be cautious when considering a "free" trial offer and always read the terms and conditions.