Help Me Hank: Help Me Hank! Soldier Cell Phone

The fighting in Iraq: tough on those in the midst of it, tough on those waiting at home.

"I was upset and devastated and couldn’t believe it was happening actually," Gloria Moran said.

When Moran’s big brother Jesse got shipped out with his guard unit, she headed right to the cell phone store.

"He has always watched out and taken care of me so when he was going overseas I just wanted to do something to keep in touch," Moran said.

She knew they'd need a special phone for the super long distance, and she was promised it would work.

"The girl told me that it wouldn't be a problem," Moran said.

Look at the paperwork: in the salespersons handwriting: the rates to and from Kuwait and Iraq.

"It would be $2.49 a minute and I thought that would be great," Moran said.

Jesse first went to Kuwait and the phone calls were clear and came like clockwork, once a week.

Then you suddenly Moran didn’t her from him.

"I didn’t know what to think," Moran said.

The phone was silent: one week, two weeks, three weeks, four weeks…

"It was very nerve-wracking. I just tried to think positive and that there was some good reason he hadn’t been calling and it wasn’t because something bad had happened," Moran said.

And it turns out that Jesse was fine, but the phone was not.

"He finally called from a pay phone and said his phone no longer worked," Moran said.

That was a relief, but it turns out there was just no service in Iraq so the phone was totally useless. Gloria asked the company to cancel the contract and refund her money.

"And they said there was nothing they could do," Moran said.

She explained about her darling brother, far away, and that it was all about staying connected.

"And I asked if I could speak to somebody that was above her and she said there was nobody above her to talk to," Moran said.

So to protect her credit, she continued to pay the phone bill.

"Then I called Channel 7," Moran said.

We know cell phone connections can be iffy, but customers should get what they paid for.

And as we reminded the phone company, Gloria had proof of exactly what she was promised.

Soon after 7News contacted the service provider, a letter arrived saying the service was canceled and promising a full refund.

Now Gloria sends her big brother long distance phone cards and crosses her fingers.

"As long as we hear from him it’s fine," Moran said.

And just in case someone watching knows someone who somehow is somewhere near Jesse, could you also pass along this message?

"That I miss him and I love him and to stay safe," Moran said.

Below are links to some companies that are helping our troops overseas stay in touch with their family at home.

(Copyright 2005 by WHDHTV 7News. All Rights Reserved. This material may not be published, broadcast, rewritten or redistributed.)