It turns out, it could've been part of a bundle deal that wasn't canceled after the promotion ended.
"I am very frustrated," said Carol Haaz, who said it's been difficult dealing with the recurring charges. "I'm past angry. I'm all the way to frustrated."
After her husband died two years ago, she looked at all their old bills and realized she was being charged for internet service from Frontier Communications, but she said she didn't even know she had it.
Her internet is through Spectrum.
"I went, 'There's no way. Why would we sign up for two internets? It doesn't make any sense,'" said Haaz.
She admits she can't be sure if her husband signed up for the service years ago, so she called Frontier to find out.
"In the course of that conversation, they also said to me, 'You never signed up for internet, at least we can't see where you signed up for it,'" said Haaz.
She said she spoke to at least eight different people to try to figure out what was going on, asking why she was getting charged for a service she never used.
"I started figuring out, if they've been charging me $60 a month, that's a lot of money," said Haaz. "So I said, 'I need somebody to give me a refund. I need this money back. I can't afford to pay you $60 a month for something that you're not doing.'"
She wondered if her husband signed up for a promotional bundle deal, and if it expired, why didn't she get a notification?
"So setting an auto email and saying, 'Your bundle is about to expire. Do you want to renew it?' It's no big deal. It could be done easily, and they don't do it," said Haaz.
7 On Your Side Investigates spoke with Dashia Milden, the consumer insights editor for CNET, a media website that focuses on technology and consumer news.
She said people need to be aware of promotional schedules and keep track of expiration dates.
"Here's the thing, they will inform you, but they don't remind you is the thing that we have to be very mindful of," said Milden. "So, when you're signing up, let's say, for that 30 days free subscription or trial, it's really easy for those 30 days to fly by and to not receive that reminder."
7 On Your Side Investigates contacted Frontier who said they were first notified about the issue by Haaz in July.
In a statement, the company said in par, "We acted immediately to adjust her services just as she requested. We also issued her a service credit as part of our continued effort to ensure positive customer experiences, especially when unique situations come up. Our goal is always to make things easier and better for the people we serve, and that goes for all our customers across Los Angeles and beyond."
Milden said people need to look at their bills carefully and always make sure you keep track of their subscriptions.
"We have to take matters into our own hands at this point," she said. "Definitely setting that calendar reminder, that alert that lets you know, even just a few days before, 'Hey, you have to cancel this, otherwise you'll be charged,' and sometimes, you may receive that reminder that this subscription is going to end, but I wouldn't count on it."
A CNET survey shows that about $200 is wasted every year on unused subscriptions, and on average, people spend about $1,000 a year on subscriptions.
So, checking your bills can save you a good amount of money.
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