AT&T U-verse: Glitches, Gotchas and Gratitude

Time Warner - San Diego.   Alias Roadrunner.   Alias Slime Mourner.   This cable company goes by a number of names, but the game is the same:  pretty high speed Internet service.  Extensive TV content.   Decent digital phone service.  Embarassingly bad customer service.  Ridiculously high prices and low value.

Just for comparison purposes, consider the neighboring cable company,  Cox Communications.   Cox offers four Internet packages ranging from  $21 per month (for 1.5mps) to $58 per month (for a blazing 30mps).   In between, is a particularly well priced 12.5 mps offering for $31 per month.    Time Warner's internet service -- you've got just one option at $52 per month.   Yikes!  Oh, and they charge extra if you want a wireless router added to that.    But since Cox and Time Warner don't compete,  Time Warner is free to charge those high prices for its mediocre broadband service that comes with its vaunted lousy customer service.

Enter AT&T U-verse.   I was grateful for it because, at a minimum, it kept Time Warner's prices from being that much higher.  So thank you AT&T.   I ordered it within the first month that it came to San Diego back in 2006.   Sadly, it didn't go well.  They were effectively still alpha testing at that point and the slow speeds, poor equipment and complex installation was simply no match for cable service.  Within a few months, I tired of the glitches and canceled the service.    Back,  I went grudgingly, to Time Warner.

But I wasn't going to STAY with Time Warner.  Oh no.   A few price increases transpired and by early 2009, I figured AT&T had worked out the kinks and was ready to go head to head with Time Warner.   I jumped ship back to U-verse in March 2009.

They still had their very friendly and dilgent installer team - most all of them have been nice and accommodating folk.  They had upgraded their equipment and the installation went smoothly.  The savings was about 10-15% over Time Warner's prices with some extra perks, such as whole-house DVR capabilities and a wireless router built into the price.   So far so good.

Then it got bad.  The DVRs starting failing.  In 9 months, I went through three of them.  The gateway (AT&T's verse of the cable modem) failed after 7 months and also had to be replaced.   The wireless router is oddly unreliable.   Sometimes it doesn't work and then mysteriously fixes itself.   The repair process is a bit infuriating.  Even the technie guy that came out to replace one of the broken DVR boxes was pulling his hair out dealing with the level 2 tech support (based somewhere in India) that made the service repair guy go through contortions before concluding -- as we had done one hour earlier -- that the gateway had gone bad.   Ugh!  Then the gotcha:  AT&T's promotional offer ended and they jacked my monthly rate up by $15!  I'd had enough.

So is AT&T Uverse the white knight coming to the rescue of distressed Time Warner customers?  Not really.  They are giving it a moderately effective try but the clunky equipment and complex technology is occasionally headache inducing.    While I'd contemplated switching back to the Roadrunner Dark Side, I've not actually made that humiliating crawl back.   Instead,  I came up with an alternate strategy.

Let's just keep this between you and I, right now.  As this is sort of an experiment.  Here it is:  I'll be increasing the U-verse speed up to 12 mps (appx. $45 per month).  Then I'll cancel all of the TV service.  I've begun using Magic Jack for my phone service.  (connected to a cordless phone network, and I've now got phones in most of the rooms in my house).   Then with a Warpia PC USB to TV wireless adapter ($99),  I'm able to send the Internet directly to my TV.  Click here to read about my Internet instead of Cable options.    Goodye overpriced cable channels.  Hello Hulu, Comedy Central, CNN, You Tube and any other web-based content provider.   So broadband service combined with extensive web-based content seems like a better deal than $120-150 per month to Slime Mourner. 

Stay tuned.  I'll let you know how this particular strategy plays out.

Filed Under

Net Metering "True Up" Period Selection explained

Getting mail from SDG&E is rarely fun -- more often than not it is a blood pressure-raising bill.   In this case, though, SDG&E customers with PV systems installed at their homes got a "true up period selection" received a letter offering an option to change their true-up period.   Unfortunately,  SDG&E didn't explain why someone would want to change the true-up period or describe the advantage and disadvantages of such a change.   Thanks SDG&E.

Well, that's why you came to UCAN.   We can.  Read on.

The major advantage to changing your date would be to better assist you in gauging your total usage so that you don't pay SDG&E a cent more than necessary.   You've already spent a pretty penny buying electricity from the sun, so spending more for SDG&E's services is, well, unnatural. 

Our recommendation is that if you live anywhere near the coast, you should change your true-up period to a late summer month:  August or September.    Our logic is that you can use the summer months to generate excess electricity to offset the electricity you used during the winter and May Gray/June Gloom periods.   If you ran up a large deficit, you can find ways of reducing your electric use during the summer months while the panels are pumping out maximum wattage.   

However, if you live inland and use the bulk of your electricity during the summer months, then you may want to opt for a December/January true-up month.   This way, you can use the fall and winter months to compensate for the deficit you run up during those summer months when your air conditioner is sucking up kilowatts like milkshakes at a malt shop.

Why must you go through all of this?   Well, this selection is the first part of a two-phase PV rate reform process. 

Previously, SDG&E kept any excess electricity generated by a customer and did not need to provide the customer compensation for the electricity.  Enter AB920, passed in 2009.    Under this new law,  SDG&E will have to purchase net surplus electricity from eligible customers. By January 1, 2011, the PUC will establish the rate the energy providers will purchase net surplus electricity.

The new law requires the electric utility to offer a standard contract to eligible customer that includes compensation for net surplus electricity. Available to customers on a first come, first served basis, the electric utility is obligated to offer net energy meeting only until the enrolled customers’ total rated generating capacity reaches 2.5 percent of the electric utility’s total peak customer demand. Once the 2.5 percent limit is met, the electric utility does not have to provide net energy metering for additional customers. While Assembly Bill 560 proposed a threshold increase from 2.5 percent to 5 percent, AB 560 is still in committee and has not been passed.

Currently, no specific rates have been established for over-production reimbursement. By late 2010, the PUC will set the rates for private energy providers and the local rate-making authorities will set the rates for public energy providers.   So we'll have more info available for you at that time. 

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City Water Dept. audit raises questions about bonuses and overstated savings

Faulconer and DeMaio question the department's $2.8 million in bonuses, after a city audit finds that the department overstated savings by $10.7 million.

 

See Channel 10's reporting on this:

 

http://www.10news.com/news/22416166/detail.html

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Priceline enables resort fees scam

Even the savviest consumers step in traps.   One such trap is the infamous and infuriating resort fee charged by insidious hotels.   Attorneys have challenged these fees with varying degrees of success.   The courts generally permit them where the consumer has been given notice of the fees before or at the time of the booking.   

Enter Priceline.   It doesn't disclose the name of the hotel, let alone the fees that the hotel may charge.   So the Russian Roulette element of using Priceline is magnified because of parking, resort and other sundry fees that the Priceline-connected hotel may spring on an unsuspecting guest.   Sure enough, that happened to me recently despite my best efforts to avoid it. 

My failing strategy was to decline to bid on the resort category.  I limit my bidding to 4-star hotels and never select "resort".   It's worked pretty well, but a sleazy Scottsdale hotel (Scottsdale Plaza Hotel) chose to include "resort" in its title in order to justify this noxious charge.  And Priceline enabled this by categorizing the hotel as a 4-star hotel.   Note:  travelers reporting on Trip Advisor describe Scottsdale Plaza as a gussied up Motel 8 and generally pan the property.   Apparently, Priceline execs haven't checked this hotel out before giving it a 4-star rating. I dutifully called Priceline to ask it to cancel the reservation and the obnoxious Priceline customer service person Jai repeatedly parrotted the company line.   Talking to her was like talking to a wall....with an Indian accent.   I also lodged an e-mail complaint at the Priceline website and got a call back from its "executive office" and they repeated the same points as the first wall.   I agreed to disagree and hung up.    Just for full disclosure,  I got another call from Priceline's executive office and hour later and stating that they would cancel the reservation "as a courtesy" because I was a frequent customer.   But we'd gone too far now.   I was loaded for bear and ready to take on the offending Scottsdale Plaza.

The good news is that every hotel thrust has a consumer parry.   In the past, when a hotel has insisted upon applying the resort fee,  I've paid for it with a credit card and then contested the charge.   Both Visa & Mastercard have upheld my complaint and rescinded the charge.   Isn't life odd when the shifty credit card companies step in to PROTECT a consumer from a deceitful hotel.  

The other parry is one that I've honored for the better part of a decade -- whenever I come across a hotel that charges a resort fee, I tell them that I'll never return, no matter how much I enjoy the stay, because such fees are deceitful.   They should be incorporated into their rates so that I can make an informed decision about whether to book a stay with them.   And I've honored that pledge.  Charge a resort fee and you won't see me again.  I urge all other travelers to heed that pledge. 

And until Priceline changes its policy and starts giving customers options to bid on properties without added fees, then it isn't likely that I'll use them again.   Too bad -- it'd be an easy fix.   But I guess Priceline would rather enable sleazy hotel practices rather than standing up for its customers.   Long term: bad move, Priceline. 

Filed Under

Time Warner Cable - Equipment Return Policies From the Twilight Zone

Returning Time Warner equipment is an unreasonably time-consuming process.   So UCAN claimed in a late December 2009 letter written to the cable company.   Four times in 2009, a UCAN staffer went to Time Warner Cable offices on Ware Ct. to return a set-top box and was assaulted by 30-60 minutes waits just to return the equipment.  Just to return a set-top box!    So when we wrote to bring Time Warner's attention to this Kafka-like circumstance, the company was in full denial mode.

Time Warner's attorney wrote "Contrary to your statement in your letter, the equipment return process is not an unreasonably time-consuming process.   In fact, there is little effort required by the subscriber.   When a subscriber goes to the local office, it is not customary for waits to be lengthy."

To add insult to injury,  Time Warner's customer service staffers wouldn't accept the set-top box without being given the last four numbers of the subscribers Social Security number.   Even if the account had already been canceled by the subscriber, the staff insisted that this Social Security number was required for them to accept the equipment.  

If you tried to return equipment to Time Warners' business offices in 2009, or even 2010, let us know whether you encountered long lines or unreasonable policies.  

 



Filed Under
Communications: Cable & Satellite TV -

Cox Celebrates New Year By Charging New Fee and Raising Existing Fee

Starting January 1, 2010, Cox customers will see a slight increase in their monthly bill. Cox is both charging a new fee, the Regulatory Cost Recovery fee, and raising an existing fee, the Universal Service Fund fee. Since we receive many calls from members inquiring about these two fees, we pulled together some helpful information from Cox's website about each fee.

 

Regulatory Cost Recovery Fee

According to Cox's website: "A regulatory cost recovery fee is common practice among most long distance service providers. Telephone carriers incur government imposed charges for long distance service, including Telecommunications Relay Service, FCC Assessment Fee and North American Numbering Plan charges, as well as additional costs associated with administering the FCC programs and compliance. Effective January 1, 2010, Cox Long Distance residential subscribers will be assessed a monthly Regulatory Cost Recovery Fee (RCRF) of $0.97 per line." Cox Public Telephone Surcharge

Bottom line: Starting January 1, 2010, Cox added a $0.97 fee to the bills of its long distance residential subscribers. 

 

Universal Service Fund

From Cox's website: "Pursuant to the Telecommunications Act of 1996, as implemented by the FCC, effective January 1, 1998, Cox is required to pay into a federally-mandated "Universal Service Fund" by means of "contribution factors" to be assessed on interstate and international revenues. The Universal Service Fund provides federally subsidized affordable access to modern telecommunications and information services for schools, libraries, and rural health care facilities which meet specific eligibility standards, as well as provide support to specific federal "Lifeline," "Link-Up," and High Cost Fund" programs used to subsidize local telephone service. In accordance with FCC guidelines set forth in Order No. 157, Cox has elected to pass-through these Universal Service Fund costs to all retail customers. The FCC calculates the contribution factor each quarter, and each quarter, Cox will adjust its surcharge to match the FCC’s rate." Cox Explanation of Universal Service Fund Fee

Bottom line: Effective the first quarter of 2010, the FCC raised the Universal Service Fund rate it charges Cox. Cox passes this cost to its customers.

 

Check out UCAN's Ultimate Consumer Resource Guide for information about other telephone taxes and surcharges, along with other great information about many consumer related problems. http://www.ucan.org/telecommunications/landline/telephone_taxes_and_surcharges

Filed Under
Communications: Landline - Cable & Satellite TV -
Tags: Cox - fees -

Is your issue being ignored by the mainstream media? Join the club.

Silence of the media

If ignorance is bliss then local news consumers are in nirvanna!
Mainstream media ignores UCAN Day!

It isn't every day that a group of highly respected politicians agrees to name a specific day of the year* after an important institution like UCAN, yet that's exactly what happened last Tuesday, when the San Diego County Board of Supervisors unanimously proclaimed that January 26, shall forever be considered "UCAN DAY" in San Diego County. 

I've written elsewhere why "UCAN DAY" should immediately be proclaimed a Federal holiday, yet for some reason, the mainstream media has been strangely silent on this vital topic. Not a single word has been written in the Union Tribune, or the North County Times.  Nor can one fail to note the conspicuous absence of coverage by Martin Bashir or Cynthia McFadden on ABC's Nightline, which opted to focus on the John Edwards sex scandal instead.

Perhaps more troubling, our researchers have scoured the local TV news stations and the entire Internet for at least one mention of UCAN Day in the popular media, and none - not even one - has mentioned this seminal event.  Instead they have regaled the viewers of San Diego with predigested video pablum - a starvation diet of the trivial, the mundane, the bloody, and the absurdly sexual.  

If you have experienced the same thing - what journalist Daniel Schorr* called "the narrow funnel of the mainstream media" you are not alone. But unlike Daniel Schorr, who lacked viable alternative media outlets during his long career, you have choices: You can use new media to get your news and creative works exposed to a vast international audience.

And that is precisely why UCAN's New Media Rights project is so vitally important. New Media Rights was formed in 2007 to help users of alternative media become more proficient with new technologies, the law, and the concept of citizen journalism.

As the "old media" landscape of TV, radio, and newspapers begins to wither away, new media is creating dazzling opportunities for ordinary people to create and publish their own messages and artistic works without interference or censorship from government, the authorities, TV producers, or newspaper editors.

New Media Rights offers equipment, expertise and even a studio for local San Diego residents who want to get the word out. 

So if you have a worthy project, creative effort, or message that you think other people should know about, then consider visiting New Media Rights - it can give you access to the tools you need to produce, edit, and publish your own work.  And if you ask for it, they'll even help with practical advice on how to avoid getting sued.

Don't let the mainstream media muzzle your message.

Check out UCAN's New Media Rights today. And if you like what they are doing to protect your right to express yourself, you might even want to send them a few bucks to show your support. 

* Okay, we admit that politicians perform this or similar rituals on a near-daily basis, but the operative word is respected politicians.
** Daniel Schorr was fired from CBS news for publishing the Pike Report, 
a secret government document in what was then considered alternative media - the Village Voice. Schorr selected the Voice because he feared that CBS news would censor his report which detailed illegal domestic spying programs by the CIA and FBI during the Nixon Administration.

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No ETFs for Breaking Sprint Contract Due to New $4.99 Monthly Charge

Effective January 10, 2010, Sprint is charging certain "lucky" wireless customers a $4.99 monthly fee. Why? Because Sprint is afraid that these "lucky" customers will not pay.

The Account Spending Limit Program places a maximum spending limit for your Sprint account. While Sprint markets this as an optional “service,” Sprint enrolls many customers on this program based upon the customer’s credit score. [See Sprint Spending Limit Program brochure.] These customers are not given an option to enroll in the program. [See Sprint Spending Limit Program brochure.] Once enrolled in the program, Sprint demands a monthly $4.99 Account Spending Limit charge for the service from the customer. [See Sprint Terms and Conditions.]

There are two ways to avoid paying the $4.99 fee: (1) enroll in monthly recurring automatic payments, or (2) have 18 months continuous service with Sprint. [See Sprint Terms and Conditions.] However, these are not options for every customer. For example, some customers do not have accounts that are eligible for monthly recurring automatic payments. Additionally, new customers who have been with Sprint for less than 18 months are limited only to the automatic payment option. This is unacceptable.

This is another example of how Sprint takes care of their paying customers--by charging them extra fees on top of their monthly bill. While an extra $4.99 may not seem like a lot of money, you will pay an extra $120 of the course of a two year contract (approximately $5 per month is $60 per year, $120 for 2 years). If your Sprint wireless bill is $60, it is like Sprint is charging you the equivalent of two extra months of service over your two year contract. And for this extra $120 payment, you receive NO additional benefits!

On the bright side, because of this new charge, some customers have had luck breaking their Sprint contract without paying any ETFs (Early Termination Fees). However, you must act quickly, as you only have 30 days from the date you were billed with the new Account Spending Limit Charge. [See Sprint Terms and Conditions.] From an e-mail with a Sprint customer service representative:

"We sent notification out to customers that this fee would impact on December 9, 2009 and January 10, 2010. This notification was to advise the customers of the fee and their options. We advise our customers that the fee would go in to effect after 1/10/2010. Due to some customers having later billing cycles, some customers were not billed until after 1/10/2010. In those cases the customer has 30 days to cancel from when it actually appears as a charge on their bill."

If you have been charged an Account Spending Limit fee, you should contact Sprint as soon as possible.

Are you one of these "lucky" Sprint customers? Were you able to break your Sprint contract? Please leave a comment with your experiences with the Account Spending Limit charge.

Filed Under
Communications: Wireless - contract change -

The People's Real Hope: What Howard Zinn Taught Us About the Hero Within Ourselves

Today, when I read the report that Howard Zinn died, I gasped. Many times our most beloved heroes seem immortal and Howard had an energy and way of communicating that is absolutely timeless. His words and message will never die. Howard was a real progressive, a man who spoke of change and took the veil off our society which so often blankets our understanding of the truth. Most of us were introduced to him through his classic work “A People’s History of the United States”, which changed the way we look at history in America. "The People's History" was written a quarter of a century ago, sold over a million copies and sells more copies each successive year.

On the night of the President's State of Union, going through Howard's work and reflecting on it seems much more productive than listening and watching corporation's televised P.R. spin. The President, some might say the most powerful man on earth, spoke about issues during what seems to me to be one of the most crucial and dire times in history. You would think someone who monitors a lot of foreign relations news, political and media news, and the politics of media news, would be glued to the TV. Howard's message of engagement, civil disobedience and community is much more real and heartfelt than anything Obama could say from a teleprompter. Howard said:

"Everything we do is important. Every little thing we do, every picket line we walk on, every letter we write, every act of civil disobedience we engage in, any recruiter that we talk to, any parent that we talk to, any GI that we talk to, any young person that we talk to, anything we do in class, outside of class, everything we do in the direction of a different world is important, even though at the moment they seem futile, because that’s how change comes about. Change comes about when millions of people do little things, which at certain points in history come together, and then something good and something important happens."

Howard didn't ask us to volunteer once a year, serve our country by picking up arms or vote once in a blue moon. He asked us to participate daily. He asked us to engage with our community. He wanted us to never give up hope on ourselves. One of the saddest things about Obama's campaign is that he campaigned using the word "hope". This was intentional, as all campaigns and State of the Union addresses are. Words are used to uplift, instill fear, bring excitement, make people feel connected to their country, make people feel suspicious of their neighbors, these and many other things are captured in speeches and lectures. Just because Obama hasn't become the President we hoped in the past year, does not mean our hope should whither, we can't let a campaign define what hope in America means to us.

But Howard really meant it, he asked us never to give up in finding the truth and reiterated time and time again that it was vital we find truth for ourselves, hold media accountable and understand that a journalists role is to be at the watchdog, all the while telling us that our watchdogs had been asleep on the watch. Howard encouraged us to relearn history, to learn from the past and to grow our understanding of the world. He said, "And the question is, why still did the people believe what they read in the press, and why did they believe what they saw on television? And I would argue that it has something to do with a loss of history, has something to do with, well, what Studs Terkel called “national amnesia,” either the forgetting of history or the learning of bad history". We need to relearn our history outside of schools, learn it for ourselves.

Every society needs it's heroes, we all search for our heroes because we want to look up to, emulate and define ourselves through others. We need to see that we are the heroes we are looking for and not take this short life and the energy we have for granted. Everyday receiving our news from independent news sources and asking the question "Why is this newscaster saying this? Who benefits from this kind of speech? Is there a conflict of interests with their sponsors? Does this speech induce hate, fear, or engagement with life and community?". We must critically evaluate society's elite, appointed, fake heroes (news pundits, politicians who would rather spend the time lining their pockets and finding campaign contributions then working for the public interest). We must be awaken to the truth that it is only our own might, our own vigilance that will change this country. We must be unified and we must be smart and compassionate in how we organize so we can truly receive the change that we are looking for. For many of us, Howard Zinn's legacy is a strong reminder that we need to look no further than our own hearts and minds to see the possibilities of a dynamic shift for the better.

Filed Under

Only 363 shopping days until "UCAN DAY" 2011

In case you missed it, Tuesday, January 26, 2010 was the inaugural launch of San Diego's most important civic holiday, "UCAN DAY."

Be advised that as of today, there are only 362 shopping days until UCAN EVE, (the night before UCAN Day) on January 25, 2011, so mark your calendar.

"UCAN DAY" was created by San Diego Supervisor Dianne Jacobs and the San Diego County Board of Supervisors, with the support of Supervisors Greg Cox, Pam Slater-Price, Ron Roberts, and Bill Horn.  (You can learn more about the elaborate ceremony and see the County's handsomely inscribed and hand-signed vellum certificate here).

So what does this mean to you as a concerned consumer?

Allow me to speculate.

First, it seems to me that the next step is to make this a national holiday.

What we really need is to make UCAN DAY a Federal holiday in accordance with (5 U.S.C. 6103). Utility Consumers' Action Network Day is the ONLY holiday on record that is specifically dedicated to the important issue of consumer advocacy. In a sense, this makes UCAN DAY everyone's holiday because we are all consumers.

This is YOUR holiday and it shouldn't be limited to small niche groups like veterans, mothers and fathers, or presidents. And unlike Valentine's Day, you don't need to be lovable to participate. UCAN day doesn't require religious or political affiliation. UCAN DAY is the only holiday on record that is all-inclusive. Everybody can celebrate.

Let's keep it that way.

Second, banks should not be allowed to close.

Obviously for a holiday as important as this, the banks will want to close, but I say make them work.

Banks have too many holidays anyway. UCAN DAY must be a day for people who actually have real jobs that contribute to the economy. On UCAN DAY, all retail establishments selling non-perishable goods, (except for banks) should be required to close and give their employees the day off.  Unlike other holidays, UCAN DAY should not be associated with commerce, other than perhaps generous donations to credible charities.

Third, there must be wholesome and inexpensive recreational activities that happen on UCAN DAY.

And this is where you, Dear Reader, can play a critical role. We need to develop a body of UCAN DAY traditions, foods, and rituals that are passed down through the generations, so that the joy of UCAN DAY can be shared with consumers everwhere.

Our hope is that together, we can create a holiday that is not dependent on money or vulgar consumerism.  So to get the ball rolling, I'd like to run these ideas up the flagpole and see if anyone salutes. My hope is that you will comment below with suggestions, improvements, and hopefully better ideas.

UCAN DAY MYTHS AND STORIES

The First UCAN DAY
:  How about a story about how on the first UCAN DAY, a very long time ago, corrupt politicians, bureaucrats, and public utilities officials were exposed by earnest citizen investigators and forced to repay their ill-gotten gains?

The tale of the Many and the Moneyed few: The heartwarming story of a magical land where 37 million of us didn't live in poverty, and where the top 10% of the population doesn't control nearly 50% of the wealth. It is a special place where the government is run by freely elected representatives, not Goldman Sachs or the big energy companies.  In this fairy tale, there are actually laws against usery, and the free market rewards companies that contribute to the common wealth!

UCAN DAY TRADITIONS

The Big Oil Hog. Forget about "yule logs," lets roast an Oil Hog instead. Good eats!

The UCAN DAY TREE. The UCAN tree would be decorated on UCAN Eve, the night of January 25. Just thinking out loud here, but what could be more joyful than dancing around a tree decorated with the shrunken heads of corporate criminals, swindlers and corrupt regulators?  It warms the heart.

Well, those are my best ideas. Now its your turn. Please add your public comments in the form below (you can even do it anonymously if you like).

And remember, there are only 363 shopping days until UCAN DAY!

 

*5 U.S.C. 6103 states that for Federal employees who work on a Monday through Friday schedule, when a holiday falls on a non workday -- Saturday or Sunday -- the holiday usually is observed on Monday (if the holiday falls on Sunday), or Friday (if the holiday falls on Saturday).

Filed Under
Money & Privacy Money Saving Tips -


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