ComplaintsforVictra

Cell Phone Supplies

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Initial Complaint
04/07/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went to this store to start 3 new lines in 10/2022. The associate handling my order was ****, and the on-site manager was Trinity. **** made a series of mistakes when handling my order 1. I ported 2 out of 3 lines to ******* and all got $200 rebate for each (as they had the $200 porting rebate at the time) but for the 3rd line, **** said I don't have to port number, just open a new line (and close my previous line) will still get $200. I followed and as a result, failed to qualify for the $200 rebate. (As this open/close didn't qualify for porting rebate)2. At the time when I ordered the lines in store I saw ******* online that opening a new line with iPhone 13 Pro *** costs $9.99 per month for 36 month and I asked **** that can he honor that. He told me no problem. But when I receive the bill I am paying $18.06 per month. So over the course of 36 months I over paid $290.I went back to store around 02/2023 and complained to Trinity about the charges above. Because this was definitely the error of the associate that could've been avoided. As for #1, I could've easily qualify for $200 rebate should I just port the number, and for #2, either store associate could honor the $9.99 price or I can just got it online. ******* understood this situation and he did the calculation of how much I should be compensated (he suggested $480) and he promised me to have this addressed in a timely manner, as he already submitted this to his management at that time. But he left the store around mid-2023 without addressing this issue. Since 07/2023, I was talking to the store manager ******, who told me he is going to help to resolve this, but I still haven't received any refund till today. Totally I went to store more than 10 times since this happened, with both managers ******* and ****** ,and nothing happened and this caused a lot of stress on me as I should be compensated for $480 which was calculated and promised by the store management.
Business response
04/11/2024
Hi **,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. Victra will be providing you with $490 accommodate the promotional credit, misquote for (#****) and the $200 rebate. $129.28 of this has been posted as a one-time bill credit/payment to your ******* account. Here is the reference number associated with the applied credit (**********). The remaining $360.72 will be sent as a Corporate Refund Check. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided.
Please if you have any questions, feel free to send an email to *********************************
Thank you,
Victra Guest Experience Team
Initial Complaint
03/28/2024
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On 3 March my wife walked into what she thought was a ******* store to look at phones. She was told by the salesman that they could get her a phone, a tablet, and a watch for the taxes on the items. He then mentioned that her ******* bill would go up ***** a month. She selected a phone and asked him to load her phone numbers into the phone and then left. She returned hours later and the numbers had not been loaded and the salesman told her that she needed to pay ****** for the items and she began having reservations. She paid with a credit card. She returned on 4 March and asked for a bill. The salesman told her that was not possible and she asked for the manager. He told her the same thing and she wanted her old phone back and did not want the items. The manager told her that the phone could not be returned and he then printed out a bill. The bill indicated that she owed ******* an additional ******* that would be financed over 3 years and her bill would actually go up *****. She then repeated she wanted her old phone back and did not want the items. They refused to take the items back or give her the old phone. She left and went to an actual ******* store and the owner got a ******* customer service rep to call the manager of the Victra store. The end result was a ***** credit and we are stuck with the phone, tablet and watch and over ******** in debt. This is the worst retail experience we have ever had. My wife also contacted the Attorney General.
Business response
04/05/2024
Hi *******,
Thank you for contacting Victra! We apologize for any inconvenience this may have caused. We were made aware by the Store Leadership that they are in contact with you to work towards a resolution. If there is anything we can assist further please reach out to us at ********************************* we will be happy to assist.
Respectfully,
Victra Guest Experience Team
Customer response
04/10/2024

Complaint: 21419680

I am rejecting this response because:
The store manager has not found my wifes phone and return it and he did not commit to returning the $550.00 dollars that she paid.
Sincerely,

***********************************

Business response
04/12/2024
Hi,
We have reached out several times in attempt to come to an agreeable resolution. The traded in device was returned back to ******* and we are unable to have it shipped back to us. We are more than willing to review other options to come to a resolution. Please reach back to us at ************ or ********************************* and we will be happy to further assist.
Respectfully,
Victra Guest Experience Team
Customer response
04/16/2024

Complaint: 21419680

I am rejecting this response because: we have contacted ******* to verify if they have her phone without success. We would like the ****** that was taken from our bank account on 3 March 2024 refunded. The store will need to verify with ******* that her old phone was returned. Once the money is credited to our bank account and ******* is contacted by the store to verify that they have her old phone the issue is revolved.

Sincerely,

***********************************
Initial Complaint
03/25/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased 3 devices at your store in **************,** on 2/26/2024the salesperson charged me $242.06 for what he told me was sales tax and a iPhone case over the weekend I took another look at the sales invoice (that I had to ask for) and $89.97 of the charges were for a Setup and ********** that the sales person never mentioned to me..he didnt ask me if I wanted service he just set the devices up so I just assumed it was a provided courtesy service..if I had known that I would be charged for it I wouldve set the devices up myself.I dont appreciate the dishonesty and I would like those Setup charges refunded back to me.Thank you
Business response
03/25/2024
Hi ******,

Were sorry to hear about your unpleasant experience at a Victra location! We have researched the transaction and have posted a one-time credit to your ******* account for the amount of the three Set Up and Go fees ($89.97). Here is the control number for the applied credit 1957504315. We apologize for any inconvenience this may have caused and do hope youll return to one of the many Victra locations. If we can be of any further assistance, please contact us via email at *********************************.

Respectfully,

Victra Guest Experience Team
Initial Complaint
03/25/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went to the store because my phones storage was full and it was malfunctioning. The sales rep told me I needed a new phone and that The one I needed was available at a discounted rate of about $350 on my familys plan. I said OK. They proceeded to do all the necessary steps to set up the new phone and transfer my data. At one point, they asked me to sign something, but I couldnt see the actual receipt until later when my phone was finished setting up and I was able to log into my email account again, which was hours after leaving the store. When I finally saw the receipt, I saw that the phone had actually been free and covered by ******** and the bundle was a bunch of accessories that I hadnt asked for, and they had provided and billed me for them without my knowledge (at full price, and they had opened the packages and installed everything). I was surprised when I saw the phone charger in the bag and also surprised when the sales rep brought over a bunch of cases to choose from and when I looked surprised she said that was just part of the promotion. If they had been honest, I wouldnt have bought a single one of those accessories at the store and would have bought only the ones I needed somewhere else, much cheaper, as I have done with every single other phone I have ever purchased. The employee never stated that I was paying for accessories and had explicitly stated that the 350ish cost was for the phone.
Business response
03/27/2024
Hi *******,

Were sorry to hear about your unpleasant experience at a Victra location! We have researched the transaction and have refunded the accessories, you will receive a refund check in the amount of $253.54 in 4-6 weeks. We apologize for any inconvenience this may have caused and do hope youll return to one of the many Victra locations. If we can be of any further assistance, please contact us via email at *********************************.

Respectfully,
Victra Guest Experience Team
Initial Complaint
03/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I upgraded my phone here and everything was great. Traded in my phone as the employee told me to turn it in with him.3 months to buy and I dont have my trade in credit so I call the store and theyve said it isnt there issue.I called ******* and they never received the phone. Theyve ran every tracker possible and phone was never sent. I have the emails to prove so as well.Victra is offering to do nothing. Its been since September and they just keep pushing it saying not there issue or will not respond Phones value of trade in was ******************************************************************************************************************************************* vs him take it.
Business response
03/26/2024
Hi **** and ****,

Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. We will be requesting a Corporate Refund Check on your behalf to accommodate for the ******* promotional credit that was discussed at the time of your transaction. The check amount is $830 (the value of the promotional credit youre supposed to receive.) The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided. Please if you have any questions, feel free to send an email to *********************************

Thank you,

Victra Guest Experience Team
Initial Complaint
03/21/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This is for Victra ******* wireless within the ****** store in ****** ( ****************) after multiple attempts to upgrade my I phone , their payment system failed to process the order, I spent over ***************************************************** ****** last fall , I also called ****** and they did not follow up with me as promised to correct this. The main issue was the $100 ****** gift card not coming back on one order that went thru , for 3 additional phones the victra payment never processed at *******. No one at ******* or Victra or ****** has correctly addressed this issue
Business response
03/29/2024
Hi *******,
Thank you for contacting us through the BBB, we apologize for any inconvenience this may have caused. We were made aware from the store leadership that they have spoken with you and an agreeable resolution had been accepted for both parties. Please if you have any questions, feel free to send an email to *********************************
Respectfully,
Victra Guest Experience Team

Customer response
04/04/2024

Complaint: 21412660

I am rejecting this response because:

victra never called or texted me back as promised to follow up on the gift card issue

Sincerely,

*************************
Business response
04/04/2024
Hi *************,
We were able to speak with you regarding the email that was sent with the Shop Card details. Our team called the Shop Card Team and attempted to have your card re-sent, but for security and fraud purposes,Verizon indicated that re-sending the Shop Card must be customer-initiated.

The ****** Shop Card Team contact number ************.

Please provide the following for the Shop Card Team:
****** Store # (454 ******, **)
Activation Date
Mobile#
Name
Email

Also, in addition to checking your inbox, please check your email Spam and Junk Mail folders.

Please reach out to us directly at ********************************* for additional questions you may have.
Respectfully,
Victra Guest Experience Team
Initial Complaint
03/18/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Diamond wireless charges monthly and has every month for years. I have called multiple times to cancel, they never cancel. many numbers for them do not work, and they make it incredibly difficult to even find contact information.
Business response
03/20/2024
Hi *******,
Thank you for contacting us through the BBB, we apologize for any inconvenience this may have caused. We have tried to contact you and have not heard back, if you could please email us at ********************************* or call us ************ we will be happy to further assist.
Respectfully,
Victra Guest Experience Team
Initial Complaint
03/15/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On, 8 October 2023, I visited Victra on ****************, ** to upgrade to a new iPhone. We were informed that the trade-in promotion was $840, but in order to be eligible, we had to purchase an iPhone protection package for $352.02, after tax. We traded an iPhone XR for the new iPhone 15 when we were told that trade-in promotion covered the cost of the new phone and that we would see zero change on our bill. However, upon speaking with ******* Corporate on, 21 October 2023, we were advised that this requirement does not exist. I visited this same Victra store on, 21 October 2023, to request a refund, but we were told that this policy was specific to the store, and I could not return the goods or services. I informed the store employee that this was not explained at the date of purchase and we would not have purchased the iPhone protection package had this been made clear from the beginning. The employee refused a refund request by me directly and attempts to rectify this issue with ******* Corporate had failed to the point where I filed a charge-back with my credit card company.A couple of months later I noticed that my ******* bill did, in fact, have charges for the iPhone 15 of $23.33 with a monthly trade-in credit of $11.52 for 36 months. This comes out to roughly only $415 in trade-in credit which is roughly half of what we were told in store. This means we owe a grand total of $425.16 over the course of 36 months when we were told that it would be $0.I contacted ******* on 30 January 2024 and explained all of this to them. ******* submitted a trade-in adjustment on that date. On 13 March 2024, I noticed that I was still being charged for the iPhone 15 and called again. After 56 minutes on the phone I was told that the only phone that was traded in October on my account was an old ******* and the trade-in adjustment was denied. I, nor my wife, have never owned a *******. ******* was unable to assist and refused to take any further action.
Business response
03/19/2024
Dear *******,
Thank you for your time and patience while we researched your transaction with ******* at a Victra location. #**** is receiving a $415 trade-in promotional credit. We will be requesting a Corporate Refund Check on your behalf to accommodate for the remaining $415 ******* promotional credit that was discussed at the time of your transaction. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided. Please if you have any questions, feel free to send an email to *********************************
Respectfully,
Victra Guest Experience Team
Initial Complaint
03/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
They sold me products, by lying that it is required. Made me upgrade my phones by promising that we would get credit for old phones. After not getting credit they promised they would fix the issue. now 8 month later they are saying sorry we cant help you
Business response
03/15/2024
Dear *****,

Thank you for contacting Victra! After further review our team can confirm #**** is receiving a $700 promotional credit and #**** is getting a $800 promotional credit. These credits are divided up throughout the length of your device agreement with ******* and applied towards your monthly device payment.

Additionally, we posted a one-time bill credit/payment to your ******* account in the amount of the set up and go fees and accessories that were purchased during your original transaction. The total amount of the bill credit/payment is $430.33, here is the reference number for the applied credit (1957167922).

Respectfully,
Victra Guest Experience Team
Customer response
03/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
03/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On December 5 I purchased a phone under a promotion from this store. Billing from ******* was erroneous from day one, I returned the trade in phone. i notified the store over and over again prior to the holidays. At first they called ******* trying to get it corrected. I also called ******* over and over again trying to get it corrected. I returned the newly purchased phone after the holidays and cancelled service from *******. I spent over 30 hours on the phone with ******* and this store trying to get this resolved. I visited other authorized ******* dealers and ******* dealer itself in *********** trying to understand how to get this fixed. I received no help. I asked to speak to the Victra area manager hoping he'd help. he never responded. I tried to escalate the problem with *******, no luck. I'm still being charged $600 even though everything was returned and cancelled. Even though I spend every single day trying to get this billing fixed.
Business response
03/14/2024
Hi ********,

Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After working closely with our ***************** they were able to confirm the following

The 3 devices purchased and returned in wfg -loans are cancelled, lines disconnected and associated charges are credited.

Please if you have any questions, feel free to send an email to *********************************

Thank you,

Victra Guest Experience Team
Customer response
03/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************

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