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Top two magnet schools in the US are in Wake County

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When one Durham customer recently returned to Massage Envy, she was told that not only had her account been canceled but all of her unused credits were gone too.

DURHAM, N.C. — During the coronavirus pandemic, many people paused on receiving personal care services like massages. But when one Durham customer recently returned to Massage Envy, she was told that not only had her account been canceled but all of her unused credits were gone too.

With skyrocketing gas prices, historically high inflation and returning to the office, Surbhi Anaeja said she needed some relaxation, and she knew exactly where to come.

"I've been a Massage Envy [customer] for about 10 years," said Anaeja.

Anaeja, like many, put off massages during most of the pandemic.

"You know, I didn't feel comfortable enough using their services," she said.

But she didn’t cancel her account and continued paying $70 each month, and she accrued 26 massage credits — about $1,820 worth of massages. When she called to cash in, stress set in again.

Imagine paying your electric bill only to find out months later you owe hundreds more. Five On Your shares the lengthy steps one woman is taking to correct the record with Duke Energy.   

YOUTUBE TV AND THE WRAL APP ON YOUR TV OR STREAMING DEVICE. >> WHEN YOU GET YOUR ELECTRIC BILL FOR THE MONTH, YOU PAY IT. YOU EXPECT THAT'S THE END OF IT. COUNTY WOMAN SAYS SHE PAID HER BILL ON TIME IN FULL ONLY TO BE TOLD LATER SHE HUNDREDS MORE DOLLARS DURING THAT BILLING CYCLE. SO SHE REACHED OUT TO 5 ON YOUR SIDE'S KEELY ARTHUR TO FIND OUT WHAT HAPPENED. >> NORTH CAROLINA IS TYPICALLY A WINTER PEAKING STATE, MEANING ELECTRIC BILLS ARE USUALLY HIGHER WHEN THE WEATHER IS AT ITS COLDEST. ON THAT BROWN WAS MENTALLY PREPARED FOR A BIGGER BILL THIS WINTER. WE KNEW THAT WAS GOING TO BE A THING. WE KNOW THAT THAT WAS TIME. AND WHAT SHE DIDN'T KNOW WAS COMING WAS THAT HER FEBRUARY BILL WOULD BE TRIPLE THE COST OF DECEMBER AND JANUARY. >> WHEN A LOG IN AT THE BEGINNING OF THE SMALL TO LOOK AT MY BILL, IT WAS ALMOST $600. HERE'S WHAT HAPPENED. >> BROWN HAS A SMART METER LIKE MANY OF US, WHICH DUKE ENERGY READS RATHER LONELY. WELL IN DECEMBER AND JANUARY, HERS WASN'T WORKING. SO DUKE ENERGY GUESSTIMATE, CHARGING HER 2, 0, ONE IN DECEMBER AND $226 IN JANUARY. BUT WHEN THEY WENT BACK AND READ THE ACTUAL LEADER, THEY REALIZE FOR USAGE WAS MUCH HIGHER AND REBUILD HER FOR JANUARY AND DECEMBER. TACKING THAT MONEY OUT TO FEBRUARY'S BILL. BRING HER GRAND TOTAL TO $546. I MEAN, I THINK THAT SEEMS KIND OF >> UNFAIR. THAT'S HARD FOR PEOPLE WHO ARE TRYING TO STICK TO THEIR BUDGET. AND THAT'S SOMETHING THAT WE WE TRY NEVER TO HAPPEN. BUT UNFORTUNATELY IT HAPPENED IN HER AND WE APOLOGIZE FOR THAT. CERTAINLY WE DON'T WANT TO HAVE WE WANT OUR CUSTOMERS TO HAVE A NEGATIVE EXPERIENCE. HOW CAN THEY GET AWAY WITH THAT? >> BROWN ISN'T GOING DOWN WITHOUT A FIGHT. SHE'S DONE EVERYTHING YOU CAN DO IN A SITUATION LIKE THIS CALLED US FILED A COMPLAINT WITH THE BBB. THE ATTORNEY GENERAL'S OFFICE AND THE NORTH CAROLINA UTILITY COMMISSION, ACCORDING TO COMMISSION RULES. IN MOST CASES, THE UTILITY MAY COLLECT THE DEFICIENT AMOUNT DURING THE MAXIMUM PERIOD OF 12 MONTHS. DUKE ENERGY SAYS BROWN CAN PAY IN INSTALLMENTS AND SAYS THEY FIX THE CONNECTIVITY ISSUES WITH HER METER. STILL, THOUGH, BROWN IS ON THE HOOK FOR WAY MORE MONEY THAN SHE

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"They were all gone suddenly, without any notification," said Anaeja.

Massage Envy told Anaeja that her account had expired and, with it, so did the credits. The company claimed Anaeja's credit card on file expired.

Anaeja said she gets notifications from Massage Envy all the time including telling her they were raising rates but she never got any warning from the company about her account. She sent them an email asking to reinstate her membership and her credits.

"They didn't really respond to me and the best resolution for them was just to start the membership again and start accumulating from scratch, so one a month," said Anaeja.

Odds are you have a closet full of clothes you don't wear.  If you'd finally like to get rid of some of that wardrobe, there are ways to turn your unwanted clothing into cash.



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5 On Your Side called Anaeja's Massage Envy in Durham at Renaissance Village and left a message. When they didn't call back, 5 on Your Side called again, and Massage Envy answered but hung up when 5 On Your Side explained the reason for calling.

However, something changed. Within two days, Anaeja got an email offering her all 26 credits if she re-upped.

A corporate spokesperson for Massage Envy said "any unused accrued sessions expire and are forfeited if not used within 60 days of membership cancelation."

However, the spokesperson said the Massage Envy location Anaeja uses in Durham is locally owned and operated and "branches will work with members."

5 On Your Side helps woman recover Massage Envy credits 

Massage Envy 

Raleigh police are investigating after a pedestrian was hit and killed on Louisburg Road.

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CAIRO (AP) — Hamas said Saturday it was reviewing a new Israeli proposal for a cease-fire in Gaza, as Egypt intensified efforts to broker a deal to end the months-long war and stave off a possible Israeli ground offensive into the southern Gaza city of Rafah.

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Superb goaltending from Frederick Andersen and two goals from defensemen gave the Carolina Hurricanes a 3-0 series lead Thursday. The Canes will try to finish off the New York Islanders on Saturday in Game 4.

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Whether you're headed to the beach or a local park, it's a great weekend to get outside with low humidity and comfortable temps.



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Get the latest WRAL WeatherCenter Forecast whenever you need it, including the DUALDoppler5000 and the 7-Day Forecast.

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Evening Pick 3 Pick 4 and Cash 5

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5 On Your Side helps woman recover Massage Envy credits

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Durham woman seeks 5 On Your Side's help with unused Massage Envy credits