ComplaintsforTCC

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 26, 2024, I went to the *****, PA store to pick up a phone I had ordered online. At this time, I inquired about transferring my father's line over to my account. ****** helped with this. While I was choosing a new phone for my father's plan, ****** informed me that I would get the discounted rate that was being advertised and I wouldn't have to switch plans, only trade in my father's old phone, which ended up being false. He did NOT set up the new phone, as I didn't have the old phone with me. I was charged a setup fee of $29.99. I was then charged $29.99 for Redux Water Protection. I had to call and ask what it was - ****** told me it was something they suggest to everyone and "thought" he went over with me. He didn't. He said I could bring my card back to the store and be refunded. He also gave me a screen cleaning cloth and told me it was included. I was charged $10.00 for it. That's a total of at least $70.00 -I'm sure there was tax involved. I emailed TCC complaining. I spoke to **** on July 29 and was told a check for a refund would be mailed to me. On September 11, **** called me and said the corporate office told him they gave me a credit on my ******* account. After reviewing, **** found no credit and said he would get back to me. It's been two weeks - there's still no credit on my account and I have no received a check for the refund. I was charged for services they didn't provide, a protection plan I didn't consent to or was even informed of, and for a "gift" that I was told was part of it all. I'm supposed to continue to be patient 2 months later. I will never return to that store and I will never do business with any of the TCC stores again. Review your charges before you leave there - the store employees know how to sneak things in and they're rude when you catch them about it. Don't try to get a refund because it's near impossible. I want a refund, not a credit on my ******* bill. That's not what I was told would happen.

  

  Business response

  09/30/2024

  Good evening,

  We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.

  Thank you,
  Ethics & Compliance Manager

  Customer response

  10/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22337189, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  This has been going on for months with no resolve. I was misled and charged for things I should not have been charged for. I've been told multiple times I would be refunded and even that I was refunded, yet still haven't been. What kind of business are they running?
  Regards,
  
  Denise Sweet
  

  

  Business response

  10/11/2024

  Good morning,

  We are following up regarding your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information, which I offer to the best of my understanding based on the conversations with key individuals close to the situation, including Verizon Wireless. This matter has been resolved with Ms. Sweet as of 10/02/2024. A one-time credit courtesy credit (for $77.37) regarding an accessories difference (buy 2 accy - save 50% off the 3rd) for Cloth, and Redux Membership will be credited (in the form of a payment) to the Ms. Sweet's Verizon account.

  At this time, we consider this matter closed.

  Thank you, 

   Ethics & Compliance Manager

  Customer response

  10/14/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 22337189, and find that this response/resolution is satisfactory to me. 

  The credit is on my account. It should not have taken this long or to this measure to resolve for charges I was not informed of and misled about. 

  
  
  
  

  Regards,

  Denise Sweet

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  May 16, 2024-I went into ******* located at *************************************** ************************** Added a line to my existing account. Per *******, it would be no more than $55 per month including tax. I also paid $117 plus change to the ******* salesperson/store the same day. May 17, 2024-The following day I went back to the store to discuss with ******* and **** (identified himself as the manager). I know that generally that a 72 hour period is in place to get out of a contract. I asked for our old phone back, I was told our old phone was thrown away. Call was placed to *******. Per ******* (*******), nothing could be done until the bill generated on May 28. I was assured by both **** and ******* everything would be taken care of. May 29, 2024 Went back into the store *******. Called ******* again, got some by the name of ***** (*******), **** had not posted, he was unable to assist (he confirmed my name, number, etc.) on June 3, 2024 at ***. June 3, 2024 1PM came and went with no call from ***** (*******). I then called *******, got ***** (******), I attempted to explain but I think something was lost in translation. After one hour and 34mins. ***** ended the call but assured he would call me back on June 5, 2024 @ 10:15AM.June 5, 2024 ***** did not call. I called *******, again. I got Summer (***********). Per Summer, she would do her best to fix the bill. Summer removed all unnecessary additions. Per Summer, my new monthly bill would be around $180 definitely no more than $190 after taxes. June 24, 2024 Got my ******* bill $226.15. Called ******* got ***** (*******), Once I again I found myself paying more than I was told I would be paying. I paid the $226.15 and was assured that Julys bill would be no more than $164 including all taxes and every bill thereafter (starting Aug. 2024) would be $182.19 that included all taxes. July 2024 Bill was $209.65 August (estimated bill) 2024 Bill $210.09

  

  Business response

  08/27/2024

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. 

  Customer response

  08/29/2024

  Good evening- I am writing because I am not sure my response "I Reject the ********* Response" was processed/recorded. Please inform, thank you in advance. ~Alice     

  

  Business response

  08/30/2024

  Cellular Sales was able to reach out to the customer and determined this was not a Cellular Sales related issue and directed the customer to ****************** at ************** for further assistance. Cellular Sales considers this matter closed. 

  

  Business response

  10/01/2024

  This BBB Complaint matter was still under investigation on our end as we have been working with the RD/DM. Unfortunately, we have made several attempts to get a hold of this customer will not return calls. However, I was informed by the field leadership that they verified that Ms. ******** is receiving her trade promotion. Since we are unable to make contact with the customer ****************** will close this matter.

  Thank you,

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

  Ethics & Compliance Manager

  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got two phone lines, traded in old phones because I was informed all we had to do was pay taxes on the phones which I did the day of purchasing the phones after being in the store literally 8 hours. They told me to ignore the first bill and it would level out to $140 a month. I canceled once I was aware they were not changing what they had promised. I am now getting a bill for $1,000

  

  Business response

  08/20/2024

  Good afternoon, 

  We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.

  Thank you,

  Ethics & Compliance Manager

  Customer response

  08/20/2024

  Better Business Bureau:

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

  Regards,

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

  

  Business response

  08/31/2024

  Good morning, 
  
  We are following up regarding your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information, which I offer to the best of my understanding based on the conversations with key individuals close to the situation (including Field Leadership). TCC is a premier retailer for ******* Wireless and is not owned or operated by ******* Wireless. As an authorized retailer, TCC owns and operates retail stores that sell wireless products to consumers. TCC does not have authority or control over customers ******* Wireless agreements (contracts), bills, credits, insurance claims, promotions, rebates, trade-ins, or warranties. Instead, ******* Wireless is responsible for and handles these matters pursuant to its policies and procedures. 
  
  When ************** started her account, she was provided with all the information she would need to understand how her account would work, including a line breakdown (per line) of access fees, promos, one-time credits, etc. ************** returned to the store when she received her first bill under the impression that her one-time bill credits would allow her to ignore her first bill. Again, the bill was broken down, along with how the promo credits take 2-3 billing cycles to show up, as well as how her bill credits can take just as long, and the bill would normalize after the 2nd or 3rd billing period. 
  
  At this time, we consider this matter closed. If you have further questions regarding your former ******* Wireless account, their direct number is ************ for assistance. 

  Thank you,

  Ethics & Compliance Manager

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  I just got a more recent bill for over $2,000 dollars BILLED FOR AUGUST/September!!! My account has not been active since the end of April. Your employee informed me to ignore the first bill, which I paid what should have been due $140. This is all a lie and needs to be fixed. I keep getting hung up on by *******. 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

  Customer response

  09/05/2024

  I am being charged over $2,000 dollars even though my account has been closed for months, it just keeps going up. My bill should have only been $140 a month from February until May. 

  Customer response

  09/05/2024

  I havent had service with ******* since end of April and I am still being charged mind you my bill was only suppose to be $140 a month, I cannot get a realistic answer. This is wrong. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was turned off after sending the amount owed I have a child with cancer and cant reach out to her doctors and I went to the store and the guy was very rude about working this out

  

  Business response

  08/01/2024

  Good evening - we need to have the consumer verify what store location she visited. However, the part of being turned off is a ******* Wireless issue as TCC has no authority or access to be able to do this but want to ensure if this was a TCC store she visited to address with field leadership on the behavior of the employee. 

  Thank you,

  Ethics & Compliance Manager

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I decided in December 2023 to trade in an old iPhone for a new iPhone and get internet (5G) service with ******** I believe the man who helped me is the store owner and his name is ***** (this is a store location owned by him; not a designated ******* store like the location on ******** in ******* I came to find out). He was nice and answered my questions but because the 5G tower closest to me had very little availability for him to add me he kept trying and said it was hard because he would have to quickly put in my address if he got an opening. He suddenly said something like "OK! I did it and I got you in there". I had no idea until 5 months later that what he did was #2 in their rule book - you do NOT assign a customer an address other than their own. All this time my address in the system was not mine nor had ever lived at it. So that's why I am getting intermittent internet issues. I am told it will only get worse (slow signal, the screen disappears, the bar keeps going across with nothing happening, slow internet and having to reboot or call customer service which I have done many times since the beginning of the year). I decided to go to the actual ******* location on ******** on Friday, June 28th and ***** met with me and confirmed all this. He said if I had come to their store and not the TCC owner operated store they would not have even signed me up until they knew it was safe to do so. I am not on a list to be added for service when they have more cell service available in the area but they can't tell me how long that might be. Rather than switch to a 4G that a ******* customer service rep suggested when I called their 611 phone #, ***** at the store suggested continuing using my 5G router and hope it doesn't get worse. I feel that my monthly bill should be lowered by a reasonable and fair cost for the hours I have spent on the phone with their customer service team. The people I spoke with were always nice; but there was never a great solution.

  

  Business response

  07/05/2024

  Good evening,

  We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.

  Thank you,
  Ethics & Compliance Manager

  Customer response

  07/13/2024

  Better Business Bureau:

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

  To whom it may concern:  Shortly after I received your letter in the mail regarding my BBB complaint against ******* and the service I received by their store manager, *****, at their TCC location near 116th & **************** in *******, IN I received a call from ***************** who is the District Manager.  He offered to lower my bill and give me a $100 credit for the time I have spent on the phone since the beginning of the year with their customer service to resolve periodic service issues.  Getting a new router was mentioned.  He wasn't sure if he could get one but said if I wanted to try a new one he could look into it.  I thought about it and a day or two later I told him I was interested in trying the newer router to see if it might make a difference.  He had one shipped to me and I received that on 7/11/24.  It actually was the same router as I have (he learned that the new tower ******* thought they might move to was one they decided didn't work any better).  ***** offered to come to my home and install it and make sure that all my services were up and running correctly so he stopped by on 7/12/24.  He was on time and very kind and I could tell he knew what he was doing.  He got the router set up and the even better news was that he was able to confirm that my home address is now on my account.  Originally having a 'fake' address created for my account was causing many of the intermittent issues I was having and the account should not have been opened like that in the first place.  He assured me this should make a big difference in the service I receive. He suggested plugging in the router rather than not plugging it in and using WiFi for maybe even better service.  He wrapped the cords neatly behind my TV so nothing looks messy and there aren't wires hanging all over the place.  He checked my computers and TV and thermostat and everything was working properly.  I forgot to check my ADT alarm system when he was here but it's working properly also.  

  I am happy with the follow-up and the customer service ***** provided to solve this issue and it's nice to know that I can reach out to him at any time if I ever have any questions or need further assistance.  Thank you to the BBB for helping to get my message to the right contact so that they could help correct what was done wrong from the start.

  You can close this case for me.

  Regards,

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

  

  Business response

  07/15/2024

  Good evening,  

  We are following up regarding your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information, which I offer to the best of my understanding based on the conversations with key individuals close to the situation, including ******* Wireless. This matter has been resolved with ******************** as of 07/12/2024. A one-time credit of $100.00 was applied to ************************ ******* Wireless account as of 07/13/2024.
  

  We have counseled and coached all employees to ensure we are selling with integrity and providing the best business practices to our customers with all information being disclosed or explained before sales transactions are processed.
  

  At this time, we consider this matter closed.

  Thank you,
  

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

  Ethics & Compliance Manager

  Customer response

  08/01/2024

  To whom it may concern:  I submitted a complaint on 7/13/2024 against TCC.  I got your letter in the mail dated 7/15/2024 asking me to go to a link and respond online to the complaint.  I thought I submitted a response that a TCC manager called me and offered a $100 credit for my time and also came to my house to check the router and make sure everything was working properly.  I do still have intermittent issues with the ** freezing or the screen being blurry but I am in touch with the manager directly now and he's able to check my account and confirm what's going on.  I feel that this is resolved as long as he continues to answer any questions I have or assist as needed.  If this changes I can let you know.  I am satisfied with this outcome.  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stop by *** 10,2024 to discuss a business account. I gave it a week or so and decided to stop back into store ****************** to do a purchase for new phone service and a ******* watch. The transaction went well days after I left I notice my business service phone wasn't receiving calls. I called multiple times and also stop back at ************************************** to 7 times less in month trying to get phone fixed and a new service I was told by 4 employees that I needed to waited until the employee that sold the phone can be the only 1 can assist and return the device and still with a non working service. I then made appointment with the store manager which I have confirmed email with appointment to stop in store to help with my service. Once I made it to the store the store manager decided to lie and tell me my phone has water damage and she can't assist. The store manager request for me to leave my device unlock with my personal information while she's on vacation until July 10, 2024 . No employee of 4125 N ******** refuse to help with my device I have been with a non worhingvdevice that I purchase fir my business account and my money was spend for a new device. The store manager which name is ******* took pics if dirty on my new device saying over and over that my device was water damage and that's not true. I have spend well over 22 hours with customer service and 7 trips to ****************** with aby proper assistance. I even had a disagreement with multiple employees bc all employees communicate not to assist with me as a paid customer. The issue hasn't be resolved and nor have I received a new device. The store manager ******* called in to customer service to note my account with lies so I can't be assist with customer service in near future. As of 6/28/24 8:30pm I still have a non working service and paid for service that hasn't been as to receive calls and text. I can't communicate with my children and my family and I have lost plenty of business behind this

  

  Business response

  07/05/2024

  Good evening,

  We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.

  Thank you,
  Ethics & Compliance Manager

  

  Business response

  07/19/2024

  Good evening, 
  
  We are following up regarding your complaint. Upon our internal investigation and according to the records maintained during our normal course of business,please be advised of the following information, which I offer to the best of my understanding based on the conversations with key individuals close to the situation.
  
  Store Leadership: I was the first person to quote this to the customer. She came in looking for an S24 Ultra but had an iPhone, and she owns a caf here locally. She and her boyfriend were on her phone fighting when she left as he had a friend, he said could get this phone cheaper from Best Buy.However, the customer returned and decided to make the migration from pre-paid to postpaid with another store rep ****** and were covering in ****** that day) and set her up on business with a Galaxy 6 Watch and an S24 Ultra.***** questioned her several times on her choice as she had an iPhone. She stated she missed her ******* to the store rep, and this was what she wanted. 
  
  *** customer returned three (3) more separate times and worked for a total of 6 to 8 hours between three (3) other different store reps. *** issue was that she continues to use her iPhone (on WIFI) and her S24 Ultra (cellular)simultaneously, and due to her Apple I.D. on her old iPhone being tied to the phone number now on her S24 Ultra, her iMessages are incompatible with the ******* messages which creates a miss of texts on one phone or the other. *** fix was to turn off iMessage. All involved, from tech support to my three (3)guys, to Apple, have let her know the workaround. This was not enough, she wanted to return the exchange for an iPhone Pro **** One of the three male store reps let her know she was past her 30 days to which she flew into a rage after the male sales rep had been helping her after the store closed hours to fix her issue. He gave her the stores district manager's email and the customer contacted her immediately. 
  
  *** DM of the store met with the customer on 06/28/2024 and fully intends to help resolve her issue regarding the return/exchange. However, when she presented the boxes and the phone itself,the devices had been in some type of grease bath (the customer does own a restaurant). *** boxes had grease marks and were in terrible shape. *** phone port was filthy. Neither the device nor the device boxes were in like new condition. I asked her if either of the devices had been dropped or had gotten wet as standard operating procedure. I did offer to call her into VZW to see if they would take this phone back due to her frustration with the operating systems. I told her I would be back on the 10th and would continue to fight for her, but our store could not take the devices back due to their condition and notated the account to CYA with ******* and the customer left in a rage.
  
  E&C:After further review, we are unable to return the devices based on the condition per TCCs return policy. ******************** will need to work back with ******* Wireless directly *************) to see if they can take the equipment back.
  
  At this time,this concludes our investigation.
  
  Thank you,
  
  Ethics &Compliance Manager  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had stopped into TCC ******* store a few weeks to upgrade my phone, I had a free upgrade available if I traded in my old phone. I agreed to trade my old phone in at a later date but still bring it in within the 30 days required to still get the free upgrade. Upon returning to the store on May 28th, I spoke with the manager and she stated that I could not do this, as in hand my old phone in. I then requested to change my plan, she stated the phone plan could not be changed because it was connected to my upgrade, I left the store. I then returned to the store on May 29th, I spoke with a sales associate and asked about this plan and if I could just return the new phone and go back to my old plan, which was significantly cheaper. He stated that because the new phone had "scratches", I couldn't return it. I asked him several times to show me where the scratches were, he could not show me for some reason. He refused to accept the new phone even though I was within the 30 days to give my old phone back or my new phone. It's important to note that he hasn't look at my ******* account or verified that what I was talking about while I was discussing this with him. I then stated that I was still within the 30 days and was told that I could still give the new phone back. At this point I was willing to just give the new phone back to avoid a hassle and go back on my old plan. I then stated that I want to just close my account with ******* and insisted he take the new phone back. He then called me an a**** and told me to leave. I then stated "What are you going to do about this? Are refusing to help me?" He then threatened to call the police. so I then asked for his name and left. He was unhelpful and uncooperative and very rude, calling me an a**** was uncalled for.I then went to the corporate ******* that was close by and he changed my plan for me without an issue but unfortunately couldn't take the trade in because it was not done through the corporate location.

  

  Business response

  06/03/2024

  Good evening, 

  We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.

  Thank you,

  Ethics & Compliance Manager

   

  

  Business response

  06/14/2024

  Good morning, 

  We are following up regarding your complaint. Upon our internal investigation and according to the records maintained during our normal course of business,please be advised of the following information, which I offer to the best of my understanding based on the conversations with key individuals close to the situation, including Field Leadership.
  
  Field Leadership: On Tuesday, May 28, 2024, ********************** came into our TCC **********, ** store location wanting to know why his bill was higher than he thought. The District Manager (DM) pulled up his account and explained the plan and the other options that he had with this. While they were talking, he stated ********************** was supposed to go out of the country and asked to lower his plan from the ultimate plan, the DM explained that if he did the promotion that would be attached (by ******* Wireless 2-3 bill cycle per their policy) from turning in his phone (called Trade-In) he would lose the promotion he opted for as it was connected to the free phone. The DM explained the difference between lowering the plan and not receiving the credit for the free phone and also keeping the plan when he turned in the original phone for the credit of the promo. The DM also stated that it was explained the benefits of the premium plan along with the 1 perk he had on his account. ********************** then became more upset and wanted to return the purchase and cancel altogether. The DM said she could do that within 30 days with the box, which he was on his 29th day (per TCC/******* Wireless Policy) as he upgraded on April 30th. ********************* left and said he would be back to return and cancel.
  
  Field Leadership: On Wednesday, May 29, 2024, another employee (**) contacted the DM regarding customer **********************, as he returned to the TCC **********, ** store location, but was rude from the beginning with the *** As the ** was looking over the purchased phone to do the return for **********************, the ** noticed there were scratches all over the front of the screen per the return policy, we cannot take back damaged equipment. ********************** became extremely upset and started yelling at the *** The ** explained that we do *** within 30 days but per the return policy, we cannot take back damaged, worn, or scratched equipment. The ** was not giving the customer or any customer a hassle and was simply doing his job by explaining the *** and the Return Policy. 

  Field Leadership: Also,please note there was no Trade-In that was given/provided during the initial sales transaction on April 30th or before May 29, 2024, and the reason why ********************** was not seeing his credit on his account. However,after further with E&C. It appears that ********************** processed his Trade-In online through ******* Wireless directly and not TCC.
  
  ******* Remarks: May 30 14:02:24 Contact Name: DEVICE TRADE-IN ONLINE Trade-in initiated. Instant **************** Type: return store Date 05-30-2024 PS location# E247101 Order# ******* Acc num#: 0886562702-00001 MTN#: ********** Submission ID.

  E&C: TCC could make a one-time exception to allow ********************** to return his purchase from April 30, 2024, even though it is past 30 days. However, the purchased device would need to be inspected thoroughly by the TCC District Manager (DM)regarding the damage but since ********************** went ahead and processed the Trade-In through ******* Wireless directly, unfortunately, there is no way for TCC to retrieve the original equipment back (and to activate it back), which would leave ********************** without a working phone and service. ********************** would have to work directly with ******* Wireless to see if the original equipment could even be returned to him.
  
  Thank you,

  Ethics & Compliance 

  Customer response

  06/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  During my second visit, at no point did I raise my voice. I ask the employee to show me the scratches and he refused, he said "They are on there if you look." He again could not point them out. I also brought to his attention that I had a liquid screen protector and a glass screen protector on the phone, so it wasn't possible to have scratches on the screen. I also had the phone in an Otterbox. This matter could be simply solved by reviewing the camera footage and speaking to the other two people in the store. The two other people in the store, including another employee, if I was yelling, certainly didn't hear it and didn't say anything or even react to my supposed "yelling". It is clear that the company did not review camera footage or ask anyone else who was in the store at that time. So, I reject the businesses response because it is clear that they did not review cameras or ask any witnesses, they also were unable to show me the damage to the phone. I also have receipts for the liquid screen protector, glass screen ******* and the Otterbox.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ON MAY 4, 2024 I PURCHASED 2 IPHONE 15'S AND AN **** FROM **************** AT ****************. THE ***** COST I PAID WAS. $405.00. I WAS TOLD THAT IF THE ***** WERE RETURNED THAT THERE WOULD BE RESTOCKING FEE'S OF $75 FOR THE ***** AND $ 50 EACH FOR THE 2 PHONES. I RETURNED ALL 3 ***** THE NEXT DAY ON MAY 5, 2024 TO ************************* N AT THE *****************. AT THIS **** I WAS GIVEN A REFUND OF ONLY $153.34. THIS IS WHEN I LEARNED THAT I WAS BEING CHARGED FOR LIQUID GLASS THE **** WAS SEALED IN IT'S ORIGIONAL WRAPPING. IT WAS NEVER OPENED. IT COULD HAVE EASILY BEEN RESTOCKED AND SOLD. I WAS CHARGED $61.00 RESTOCKING FEE TWICE FOR A LIQUID GLASS SUBSTANCE THAT THE MERCHANTDANIEL, WITHOUT ASKING MY PERMISSION, APPLIED TO EACH PHONE. AT THE **** ****** APPLIED THE LIQUID,HE ONLY EXPRESSD TO ME THAT THIS WAS HIS PREFERENCE FOR THISPHONE PROTECTOR INSTEAD OF.PLASTIC COVERS. HE DID NOT GIVE ME A CHOICE BEFORE DOING THIS. AND HE LED ME TO BELIEVE THAT IT WAS ONE OF THE FREE PERKS THAT HE WAS GIVING ME. HE DID NOT TELL ME BEFORE HAND THAT I WOULD HAVE TO PAY $61 FOR THIS APPLICATION SHOULD I RETURN THE PHONES. HAD HE DONE SO, I WOULD HAVE OPTED FOR THE PLASTIC COVER WHICH WAS CHEAPER.. I AM REQUESTING THAT I BE REFUNDED ALL OF MY MONEY WITH EXCEPTION OF $50 EACH FOR STOCKING FEES FOR THE 2 PHONES. THANK YOU KINDLY. *******************

  

  Business response

  05/16/2024

  Good evening, 

  We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.

  Thank you,

  Ethics & Compliance Manager

   

  

  Business response

  05/23/2024

  Good afternoon, 
  
  We are following up regarding your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information, which I offer to the best of my understanding based on the conversations with key individuals close to the situation, including ******* Wireless. This matter has been resolved with ************** as of 05/17/2024. ************** came into the store location, and the store District Manager (DM) was able to return the screen protectors and submit a Customer Satisfaction Request (CSR) for the "Restocking Fee" of $75, which has been approved and sent to our ****************** for process, cut, and sent to **************. Please allow 30 business days for the full processing of the check request.
  
  At this time, we consider this matter closed, and we appreciate ************** bringing this matter to our attention. 
  
  Thank you,
  Ethics & Compliance Manager

  Customer response

  05/28/2024

  Thank you BBB,

  The actions of the District manager as stated on the 17th are correct, we have not received the $75.00 check as of yet, but we expect to receive it after it is processed.

  Thank you, 

  **************.

  Customer response

  05/28/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  05/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The transaction in question occurred on November 24, 2023 at the ************* store on **********. Advertising occurred via email and television for a Black Friday promotion in which I could obtain an upgraded iPhone, a smartwatch, and an iPad at no cost, other than for the line and activation fees. I paid $312.30 at the time of purchase through my personal **** credit card. The sales associate presented costs as advertised above, but apparently provided me with devices that were not included as part of the advertised promotion, despite clear verbal communication that this is why I was at the store that day. This caused me to inadvertently finance the devices for $1599.97 which was not my intention, nor would I have accepted these terms had I known them. I called ******* to settle the matter, and was on the phone for two hours only to be informed that I was given the wrong devices, and that ******* was not liable because the complaint had to do with an authorized dealer and not a ******* store directly. I am filing this complaint for misrepresentation and bait and switch dealings in business operations.

  

  Business response

  05/10/2024

  Good afternoon,

  We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.

  Thank you,

  Ethics & Compliance Manager

  Customer response

  05/13/2024

  I was called by the manager of TCC and was told I will receive an $800 credit toward future ******* bills.  I am satisfied with the resolution.

  

  Business response

  05/16/2024

  Good evening, 
  
  We are following up regarding your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information, which I offer to the best of my understanding based on the conversations with key individuals close to the situation, including ******* Wireless. This matter has been resolved with ******************** as of 05/10/2024. A one-time credit courtesy credit (for $799.97) regarding a Promo Issue related to OST ****** - Up to $830 off iPhone 15 (All Models) for Upgrades w/ Damaged Trade-In Accepted - Consumer Indirect. Please allow 30 business days for the full processing of the check request.
  
  At this time, we consider this matter closed.
  
  Thank you,

  Ethics & Compliance Manager

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was charged for a product that the price was not disclosed and was not told there would be a charge I asked what I had to pay, we were told just the sales tax Tried resolving over the phone and was hung up on twice, went to the store and was told we were given the cost which is false Completely unethical business practices

  

  Business response

  05/10/2024

  Good afternoon, 

  We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.

  Thank you,

  Ethics & Compliance Manager

  

  Business response

  05/16/2024

  Good evening,

  We are following up regarding your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information, which I offer to the best of my understanding based on the conversations with key individuals close to the situation, including ******* Wireless. This matter has been resolved with ************** on 05/10/2024. Please see the attached sales invoice for the refund and allow 30 business days for the full processing of the check request.

  At this time, we consider this matter closed.

  Thank you,
  

  Ethics & Compliance Manager

   

*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. ↩