Business Profile

Cell Phones

Victra

Complaints

This profile includes complaints for Victra's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

442 total complaints in the last 3 years.
157 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/18/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to the ******* store on 56th and O street to order a replacement phone. The guy went ahead and placed an order for me since it wasnt in stock. Said it would be delivered to my home and nothing was going to change as far as my bill. The phone was free all I had to pay was the processing fee plus tax which ended up being $42 and some change. He said it would take 3-5 business days for me to receive it via mail. I kept getting an email saying the phone was back ordered and the shipping date kept getting postponed. At this point it had been over 2 weeks and my dad couldnt be without a phone for that long. I went to the andermatt location and it has been h*** The man who helped me told me to go ahead and cancel my pending order and he is pretty sure he had the phone in stock if not he had something similar. So I cancelled it. He checks and says they dont have the phone in stock nor does he have anything similar. At this point I was getting super frustrated. He said he can place another order. This not only will take twice the amount of time now I had to start from scratch. He placed the order. I finally got an email saying the phone was delivered today to my address but had no idea that it was going to the store. Until I went in myself. No one called me to tell me it was delivered there. The guy who helped me rang me up and told me my total was $51. I asked him why I was being charged more. He said not sure but thats just their price and he didnt have an explanation. I was so exhausted from dealing with this I just paid and left. Well Im looking at my detailed bill and seeing there are random charges. One for a financed agreement (which was never mentioned nor did I agree to) one for a random remaining balance fee (when my bill is completely paid off) and another for a set up fee when nothing was set up. Im so extremely angry my next months plan for some reason is $20 higher and everything is screwed up and I was overcharged. I need a refund immediately.
Business Response
Date: 07/21/2025
Dear Prinku,
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 Set Up and Go fee and Remaining Phone Balance fee ($42.89). Here is the reference number for the applied credit (1975055272). 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
Date:07/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have the ******* rewards card. When I signed up I was told I could use towards my **** bill, wireless bill and items in ******* store. I cancelled cell service due to no service but still had reward money of $513.26 I tried to use on ******* **** and was told was not allowed. Tried to use in store and said I couldnt because I no longer had an account with ******* but I could sign up and use it. Signed up with car WiFi tried to cash in the $513.26 and again wouldnt allow it. ******* wireless says I need to contact ******* **** and vice versa. Im just trying to cash out rewards that I earned but have been unable to cash out. Have been trying for at least 3 months plus attempted while still having wireless service and was unable to.
Business Response
Date: 07/17/2025
Hi *****,

Thank you so much for reaching out to Victra through the Better Business Bureau. For any further assistance regarding your ******* rewards, please feel free to visit the following links:

- [******* Visa Card Rewards Legal](****************************************************************)
- [******* Visa Card FAQs](*******************************************************)

We hope these resources will be helpful in resolving your queries and providing you with the information you need.

Respectfully,

Victra Guest Experience Team
Customer Answer
Date: 07/19/2025

Complaint: 23603796

I am rejecting this response because:
I have already gone through all those routes of contacting but I continue to be pushed to someone else. I was told when I went through the different routes that if I set up another account including car WiFi I could use the rewards. I was also told that I could use the rewards toward my **** bill. When I reached out to customer service I was told multiple times I didnt need to have cell phone services in order to use my ******* rewards dollars. I have tried multiple times with being told I can redeem then go in and cant redeem. I was told as long as my card was active I can redeem but then wasnt. When I called back I was told I needed an account. Thats when I open the car WiFi account and was told by multiple individuals that I could then use my rewards to purchase items
Sincerely,

***** *********
Business Response
Date: 07/21/2025
Hi *****,

Thank you so much for reaching out to Victra through the Better Business Bureau. For any further assistance regarding your ******* rewards, please feel free to visit the following links:

- [******* Visa Card Rewards Legal](****************************************************************)
- [******* Visa Card FAQs](*******************************************************)

-Calling into ******* Customer Care at ************

We hope these resources will be helpful in resolving your queries and providing you with the information you need.

Respectfully,

Victra Guest Experience Team
Customer Answer
Date: 07/21/2025

Complaint: 23603796

I am rejecting this response because: I have been on the phone with customer care multiple times. They said that I can redeem rewards. I go to redeem they say I cant. Call customer service back again and it depends on who I get. If I open an account I get the rewards. The response that they are giving BBB I have already done multiple times with ******* telling me multiple times I can use rewards.

Sincerely,

***** *********
Initial Complaint
Date:07/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two Iphones and transferred 5 lines from Tmobile to Victra on October 23, 2024. At the time of the transfer, I was promised activation credits and etc. to my ******* account in the amount of $600 directly from Victra. As of today, July 10, 2025, I have yet to receive those credits after touching base with the sales team for 8 months. Every time we would speak, they promised that the credits would be coming but they havent initiated them yet. I am reaching out to the BBB to see what can be done to help remedy this situation.
Business Response
Date: 07/22/2025
Hi *****,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that this was resolved, and they have contacted you. Please if you have any questions, feel free to send an email to ***********************************************************
Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:07/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The staff told me if I switched from a consumer to business cell phone plan, two of 4 phones were free and the watches were free. I have been paying for all 6 devices since May. The store wont honor the promotions.
Business Response
Date: 07/21/2025
Hi *****,

I hope this message finds you well. I wanted to provide you with an update regarding the issue we are currently addressing. The field leadership team has been working closely with their ******* partners to secure a $1470 credit. We understand that you have expressed concerns that the credit provided is not satisfactory.

While the leadership team continues to work diligently to resolve this matter as swiftly as possible, it is taking a bit longer than initially anticipated. We kindly ask for your patience and understanding as we strive to deliver an appropriate response and resolution. Rest assured, we are fully committed to resolving the matter and will keep you informed of any progress.

Thank you for your continued support and cooperation.

Respectfully,

Victra Guest Experience Team
Customer Answer
Date: 07/21/2025

Complaint: 23558511

I am rejecting this response because: ******* corporate gave me that refund due to exorbitant reconnection fees and other account fees over the last 6 months. It had absolutely nothing to do with Victras offer of a promotion for two free devices and 4 free watches if I switched from a consumer to a business account. ********************** is independently owned store and they are not the same as ******* corporate.

Sincerely,

***** ******
Business Response
Date: 07/27/2025
Hi *****,

I hope this message finds you well. I'm reaching out to provide you with an update on the issue we are currently addressing. The field leadership team has been in touch to review the credits and billing situation.They have been informed that you will reach out once you have independently reviewed your ******* billing statements.

While the leadership team continues to work diligently to resolve this matter as swiftly as possible, it is taking a bit longer than initially anticipated. We kindly ask for your patience and understanding as we strive to deliver an appropriate response and resolution. Rest assured, we are fully committed to resolving the matter and will keep you informed of any progress.

Thank you for your continued support and cooperation.

Respectfully,
Victra Guest Experience Team
Customer Answer
Date: 07/28/2025

Complaint: 23558511

I am rejecting this response because: its still being worked on so this should not be closed.

Sincerely,

***** ******
Initial Complaint
Date:07/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a ******* * Fold6 from Victra ******* on 5/31/25 and was told I would receive $1000 for my ******* * Fold3. I picked up the new phone on 6/8/25. I took my *Fold 3 in for trade on Saturday, 6/14. The return came up as only $650. When I told *******, the Victra *** in the store that day that I had been promised $1000, he said he didn't see a promotion for that amount, but worked to find a promotion for $800. I accepted that and left, but later found out I could switch to T-Mobile and buy the * Fold6 for $800 less. After the bad experience and feeling cheated out of $200 on my trade and feeling I had overpaid for something available for $800 less, I made the decision to switch my mobile service to T-Mobile. After I started the switch, I went back in to Victra on and spoke with ******* about my plans to switch to T-Mobile. I returned an **** I had purchased at the same time and told him I would be returning my * Fold6 as well as soon as the switch to T-Mobile was complete. I needed a transfer pin and account number which he assisted contacting ******* customer service to obtain. He told me the transfer pin would be good for 7 days. I was completely clear on my intentions. He never said that I would need to return the * ***** prior to porting out my number to T-Mobile. I returned to Victra on Wednesday, 6/18 to return my * Fold6 under their 30-day return policy (attached below). ******* was there again and tried to assist me with the return. He was not able to access my account and transact the return because after a number is ported out, your account is inactive. Their return policy does NOT say that you must return a device before your account is inactivated. I have made at least 3 more attempts to return this phone under various methods and continue to be refused. I just want to return the phone, get credit less the $50 restocking fee, and be refunded whatever I am owed (because they still have my trade-in for $800).
Business Response
Date: 07/17/2025
Hi ****,
Thank you for reaching out to Victra! We appreciate your patience while we addressed your concerns. I'm pleased to inform you that the store leadership team has resolved the issue.

If you need further assistance, please feel free to contact us directly at ********************************** We're always here to help and ensure you have the best possible experience with us!

Respectfully,

Victra Guest Experience Team
Initial Complaint
Date:07/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Visited Victra ******* with my elderly mother to upgrade her new phone. We were assisted by *****, Asst ******** During the rushed process, we were informed that my mother was eligible for a free, no hidden charges for a Apple Watch and a Apple notebook which we were very hesitant on excepting several questions asking in depth regarding any hidden fees now at all whatsoever, he said absolutely not if there is anything that would be charged, is the sales tax of course which I gladly paid but was still hesitant on taking it home. Im here tomorrow and you can bring it back k for a refund all good. No fees at all until at least three years from now. My twin brother got on the phone (account holder) Me. ******* and spoke to ***** to clarify as well. After the extra requested clarifications to all 3 of us, myself, my mother the client and the account holder, my brother we were given his word ***** no fees all good. I informed in depth that we most likely will be bringing them back. Do not open nor register the gifted items, ***** also verbally said dont worry bring them, I am back tomorrow & I will take it back refund all good. Please keep them. You have time. He said open or not I still send them back when they are returned. I came back today to see ***** to return the paid sales taxes gifted eligible two items which were that Apple Watch and the Apple tablet unopened unregistered, unused in original packaging from last night with receipt to get a different story that ***** did not show up to work today due to an emergency. I asked requested for him to call the regional manager, which he did and spoke to a ****** ***** and she said I cannot. the items unless I am charged a restocking fee. I asked for her number and I was denied. I am being forced to pay for hidden fees of a 50 in order to return unused- unopened gifts. I asked ***** last night if we could just cancel it and he said no. Im closing down now. But please come back tomorrow and I will take care of u
Business Response
Date: 07/07/2025
Hi ****,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After conducting a thorough review, our team has confirmed that the restocking fees for both the iPad and Apple Watch,which were returned on July 5th, have been waived. If you have any further questions or need any additional assistance, please do not hesitate to contact us at ********************************** We are here to help!
Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:07/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 18, 2025, my wife and I traded in our phones for a promotional upgrade and were told our new monthly bill would be $110. Since then, weve been billed $175 monthly and have not received any credit associated with the promotion.We have visited the store multiple times to resolve this issue but have been consistently dismissed. On our three most recent visits (6/10, 6/17, and 6/24), we specifically requested to speak with a manager or supervisor and were refused each time. Employees either claimed no such person exists, that theres no ticket system, or alternately gave us ticket numbers and said the manager was on ***. We were given conflicting and misleading information at every turn.On our most recent visit (7/1), a store employee told us we had waited too long and there was nothing they could do. When we tried to explain that we had reported the issue shortly after the first incorrect bill, the employee became verbally aggressive. He cursed at us, told us we were no longer welcome, and ordered us to leave. My wife is currently 38 weeks pregnant, and the verbal hostility was deeply upsetting. He later apologized, acknowledging he had snapped, but his behavior was unprofessional and inexcusable. He also refused to give us his managers contact information but disclosed personal details about another customerwhat appears to be a clear privacy violation.We believe this store has not only mishandled our billing issue but has treated us with disregard and disrespect. We are requesting (1) the promotional credit we were promised, (2) correction of our billing, and (3) appropriate action regarding the conduct and accountability of the store staff.
Business Response
Date: 07/13/2025
Hi Collin,

Thank you for reaching out to us through the BBB. I sincerely apologize for any inconvenience this may have caused you. I have been informed by the store management team that they have contacted you and are actively working with our ******* partners to address the concerns you raised.Please rest assured that we are fully committed to resolving this matter, and the store leadership team will ensure you are kept informed of any progress.

Thank you for your continued support and cooperation. If you have any further questions or need additional assistance, please feel free to email us at ***********************************************************.

Respectfully,

Victra Guest Experience Team
Customer Answer
Date: 07/18/2025

Complaint: 23543750

I am rejecting this response because:

After the initial contact with the company they have not made any further efforts to follow up. When attempting to follow up with the point of contact myself I get a message saying that their phone has been disconnected and is no longer in service.

Sincerely,

****** *******
Business Response
Date: 07/21/2025
Hi *******
Thank you for reaching back out to us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management on July 19th that this was resolved, and they have contacted you. Please if you have any questions, feel free to send an email to ***********************************************************
Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:06/26/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/11/25, my husband and I sought to upgrade our iPhones at **************************************** A female employee assisted us the transaction and explained that the iPhone upgrade promotion did *not* involve exchanging our current phones in order to be eligible.
I have previously had to surrender my current iPhone to receive similar promotions so asked multiple times if this was correct. In response, she stated multiple times, when asked, that we did *not* need to surrender our iPhones to receive the new iPhones free for the promotion. We proceeded with the transaction with this understanding. The female employee called her manager approximately 10 times to assist with her processing the transaction (she was the only staff in the store) and indicated she was a new employee and had not received much training. The Victra employee indicated that we would temporarily be charged a higher price on the next two billing cycles until the free iPhone promotion "kicked in."
After two months, I noticed the promotion had not kicked in and we were now paying approximately $60 a month for two phones and were locked in a three year contract. This totals to $2160 over three years for these two iPhones that the employee stated multiple times were free.
The store has many cameras installed inside and can verify her statements. On 6/17/25, I re-entered the store in an attempt to remedy the situation and spoke with another employee with whom I explained the situation to. He basically indicated my situation sucked and the previous employee was wrong but did not further assist.I entered this contract under fraudulent terms and would not have proceeded had I known that we were agreeing to pay almost $2,200 for something that I was told by the associate was free.
Business Response
Date: 07/09/2025
Dear ******,

I hope this message finds you well. I wanted to provide you with a quick update regarding the issue we are currently addressing. While we are diligently working to resolve it as swiftly as possible, it is taking a bit longer than initially anticipated. Right now, we are diving into researching alternative promotions and collaborating closely with our ******* partners to seek further assistance.

I kindly ask for your patience and understanding as we strive to deliver an appropriate response and resolution. Rest assured, we are fully committed to resolving the matter and will keep you informed of any progress. Thank you for your continued support and cooperation.
Respectfully,
Victra Guest Experience Team
Customer Answer
Date: 07/13/2025

Complaint: 23519531

While I appreciate the acknowledgement of the issue, I am rejecting this response because no viable option to move forward was presented. This event originally occurred in 3 months ago and I have given the company multiple times to find an appropriate response with no success.

Sincerely,
****** ******
Business Response
Date: 07/17/2025
Dear ******,

Thank you for the additional information. While we are diligently working to resolve it as swiftly as possible, Unfortunately, it is taking a bit longer than initially anticipated due to the fact that you no longer have possession of the old devices to be used as trade-ins. Right now, we are diving into researching alternative promotions and collaborating closely with our ******* partners to seek further assistance.
I kindly ask for your patience and understanding as we strive to deliver an appropriate response and resolution. Rest assured, we are fully committed to resolving the matter and will keep you informed of any progress. Thank you for your continued support and cooperation.
Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:06/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/26/25 I visited a *******/Victra store to buy out 2 phones I had in order to switch providers. I paid $1383.00 on my **** credit card. I received 2 email receipts. Victra is a 3rd party company hired by ******* to handle phone purchases/buyouts. Their system neglected to inform ******* of my payment. Three days later on April 29th there was an automatic direct withdrawal from my checking account for my monthly bill from ******* which was my service + phone (as I expected and felt once the "system" caught up I would receive a refund from ******* for my phone payment amounts). I transferred my phone lines to another carrier as of mid-May. On May 30th, I found that ******* withdrew $1324.86 from my checking account (which would be the amount I paid to Victra minus my monthly payment to *******). The following week I had visited the original store that I made the credit card payment and the representative had filed a claim with Victra for my reimbursement. I heard nothing for a week. At that time I ended up making multiple phone calls and multiple personal visits to both Victra stores along with ******* Corporate store. ******* claims that since they finalized my bill with the automatic withdrawal, there was nothing else they could do. Both stores basically said they couldn't help me. Victra provided me with the phone number for corporate and I ended up filing a claim. This original claim response stated they would resolve within 10 days. Today (June 25th) I received another email saying they need longer and to be patient! I had provided Victra with all the documentation needed to immediately finalize this issue but they are continuing to delay my repayment with no final resolution date stated - open-ended.
Business Response
Date: 07/08/2025
Hi *****,
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 two ******* bill payments you made in-store that did not post to your ******* account. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided. If you have any questions or need further assistance, please feel free to send an email to ********************************** We are here to help!
Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:06/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In January 2025, me and my husband were in ******* when a retailer approached us about a deal with Victra with *******. We took the deal but was told that our two ATT phones with each remaining totals to about 400. She said it would take some time and to message Victra with the phone bill from ATT, ECT. After a month in a half, one phone was paid off and after countless times of being in the phone with all three companies, June 23rd, still nothing is done. The bill is being added to our credit now and I feel like there was some kind of mix up but without taking a better approach, I'm sitting and waiting on nothing to be done. One phone is paid off, the other isn't and I am still paying 172 with ******* on their phones and services. Terrible.
Business Response
Date: 07/07/2025
Dear *******,

I hope this message finds you well. I wanted to provide you with a quick update regarding the issue we are currently addressing. While we are diligently working to resolve it as swiftly as possible, it is taking a bit longer than initially anticipated. We've sent an appeal to our **************** regarding the second line's **** offer and are currently awaiting their response.

I kindly ask for your patience and understanding as we strive to deliver an appropriate response and resolution. Rest assured, we are fully committed to resolving the matter and will keep you informed of any progress.Thank you for your continued support and cooperation.
Respectfully,
Victra Guest Experience Team

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