HAW RIVER, N.C. — Kathleen Tinnin grabs an envelope and throws it down on the table. Stuffed inside is a recent cell phone bill.
“This is the bill I just got,” Tinnin said. I still haven’t received my credit.”
Tinnin is referring to a refund promised if she returns her old phone when she upgrades. There is also another issue Tinnin is dealing with about the insurance she had been paying on that old phone.
“They told me that my insurance on the old phone would roll over to the new phone,” Tinnin said.
When Tinnin asked about rolling the insurance over to the new phone, a representative told her she didn’t have insurance. She was somewhat confused since $7 a month was being taken out for insurance, so she asked the representative a question.
“I said, so where has my money been going? They said we don’t know,” Tinnin said.
It appears she was being charged for insurance, but her plan didn’t register it. Tinnin tried to get that, and the issue with her refund was sorted out, but she had no luck. The cell company agreed to provide a refund on the old phone but didn’t send a return box until a few days before Tinnin was required to return the phone.
Tinnin returned the phone immediately, but the credit wasn't there when she received the next bill. Her brother tried to call and email the cell company, but he had no luck.
“They told him they would look into it (but he) got nothing, no response,” Tinnin said.
A few days later, Tinnin decided it was time to call WFMY News 2.
“I see you on television helping people; I said I’m going to call (WFMY News 2),” Tinnin said.
We contacted the cell phone company, and a representative agreed to investigate the issue. A short time later, Tinnin was informed she’d get her refund and credit for the insurance she’d been paying.
“I appreciate you so much; if not for you, I’d still be fighting,” Tinnin said.