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Price billed by ISP doesn’t match advertised price

Price billed by ISP doesn’t match advertised price (Photo: KUTV)

(KUTV) Jim Catlin says he's been satisfied with his CenturyLink internet service but he's not satisfied with what he's paying.

"The advertised prices don't match the billing prices,” he said.

Catlin is being charged $3.99 per month for something called the Internet Recovery Fee.

"It's not a lot of money but, over a year, it amounts to a bit of money,” he said. “I believe that a company should be honest, direct and open."

Catlin says he called CenturyLink to inquire about the fee but couldn’t get a clear answer. What he says he was told is that it's a fee he is expected to pay it.

“They have not explained it to me when I've asked them about it," he said.

In an email to Get Gephardt, a CenturyLink spokesperson pointed out that it costs CenturyLink a lot money to maintain and improve its network.

"This fee helps defray high-speed internet broadband network building, maintenance and bandwidth capacity costs. That is its purpose," Mark Molzen wrote.

It's a fee that's been in place “for several years,” he said.

Get Gephardt followed up several times asking, if it's an unavoidable fee, with the money going to CenturyLink, why not make it the advertised price for service $3.99 more? CenturyLink refused to answer instead repeating its statement describing what the money funds.

As for Catlin, he continues to pay the fee, glad, he says, to finally know what it is. Still, he says he wonders why CenturyLink chose to be “not fully honest” about it.

"I would be happy to pay the full fee that I’m paying, but the advertising should reflect that. It's just that simple," he said.

According to the Federal Communications Commission, a company is supposed to be clear about what they are charging folks on their bills. If there are extra fees on your phone or internet bill that were not disclosed to you, you can file a complaint with the FCC.

The Utah Consumer Sales Practices Act states that a company is supposed to be honest in its advertising. It’s against the law to, “Refuse to … sell the consumer commodities advertised in accordance with the terms of the advertisement.” People who believe a company is violating that law can file a complaint with the Utah Division of Consumer Protection.

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