Is this on a EZ tag?
Welcome to Justanswer.com, my name is Dustin.I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.
Also, my apologies that the previous expert never got back to you
Did you still need help with this issue, please respond if you would like help.
Or respond and lets us know you no longer want help so that we close this question, thank you.