Consumer 10 reached out to Apple to help find out why it's taken months for a resolution.

Apple is known for selling products many people say they ‘have to have’ but a mom and her daughter say they barely want to touch an iPhone, let alone put it up to their face.

Why? They say their iPhone 6 caught fire and exploded, leading to burns, bandages and a trip to the hospital.

“I feel like Apple does not care. I’m literally asking for not even $350. I want my daughter’s friend's medical bills paid and want a new shirt. That’s it,” Deb Randel said.

She believes that’s what any company would step up and do considering what happened to her daughter Vicki and a friend.

“It started like fizzing almost. Like a soda when you open it and I was like, ‘what the heck?’ And like you heard the big like pop and then my hand was like all burning and so I threw it across the room and I ran out of the room screaming,” Vicki said

Vicki said the iPhone 6 caught fire and exploded.

“After we put out the fire the first thing we did was go to the hospital because we both had burns all over our hands. The girl who put out the fire had burns on her pinky and my hand was burned up the side of it from where it exploded,” Vicki explained.

The phone reportedly burned her hand, her friend’s hand and put a burn in the carpet.

“I would definitely say it was the scariest point in my life,” Vicki said.

Once the medical scare was over, Deb turned her attention to Apple and told them what happened in hopes of getting reimbursed. That was in November.

“In the time from November to now, I’ve dealt with four different reps I asked numerous times to talk to a manager and was never given a manager and was told they were running diagnostics,” she said.

Then, Deb found out Apple was running diagnostics on a ‘picture’ of the phone. How’d she know? Her insurance company already had the phone and destroyed it.

When Consumer 10 called Apple, the company got back to us the same day. Apple’s company policy says they can’t talk about specific cases.

Last week, Deb did hear from Apple and the company offered a $200-$300 credit. The representative told her that was the best they could do at this point. Again, she pressed to get medical bills paid, but to no avail.