ComplaintsforVictra

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Me and my son switched from boost to *******. Got a good deal on phones, our service got turned off well before the 1st bill even came out. Got in contact with 1800 customer support, after being on the phone with them for 4 hours someone finally fixed the problem. Then they were turned off again the next day. Went through the same thing i did the day before.had a payment arrangement set for the 1st month bill which was $210 since they messed up my bill. A week or so before said arrangement was to be paid our services were turned off again. I went to 5he store i got the phones and deal with. They contacted the 1 800 customer support line. And asked them why they turned our services off and they told them there is an outstanding bill of $250 that was due on Sept 22nd when my bill wasn't even due till Sept 30th. And the arrangement for the $210 bill that was due on Sept 30th was set for the 19th of Oct. There was no bill notice or anything showing were I owed $250 even the ************* the store said there was no bill for that much. So the associate put me on his plan so I could have a phone till I get it figured out. The people at the store were amazing, but the customer support people were flat out horrible. And they are creating bills that are not being sent to customers or bring shown in the system. Now my son doesn't have a phone and I'm on a ******* employees plan so I can have one.

  

  Business response

  11/08/2024

  Hi *** ******, 

  Thank you for contacting Victra! We have worked with our Business Manager of the location to assist in resolving this issue. We were made aware that this issue is a reflection of ******* billing, we are unable to assist further as all charges are accurate to the agreement that was made in the location. Additionally, the leadership offered a $150.00 credit on the account to assist with the first bill as well as provided a device/service at no cost to you. We apologize for any inconvenience this may have caused and will provide the direct number to ******* billing below. 

   

  ******* - ************

  Respectfully, 

  Victra Guest Experience Team

  Customer response

  11/16/2024

   
  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

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 21 2024 We traded our phones in for newer ones at closing time.When I opened the bag I had a charger, cover, and a piece of glass stuck on my phone, none of which I inquired about or wanted.I went back the next day to return and was told they couldnt do it without a manager. Went back next day and was told to go to *** location that she was there. I went and she wasnt there.I have emailed and left my number at both locations and no one wants to do anything. My husband had to pick his phone up the next week and was charged for a lense cover and it wasnt even on the phone.cover-56.99 glass-***** charger-***** lens-***** plus my taxes

  

  Business response

  10/28/2024

  Dear ***,
  

  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 accessories. The total bill credit amount is $196.82. Here is the reference number for the applied credit (********** & 1964730744).  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

  10/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am here to voice a complaint. Recently at the ******* Victra store in ********* **** I have had several issues. First, I was told I would get a promo deal for a new phone. I did this but kept getting billed for the phone. The store manager "****" said he would fix it. It was never fixed and nobody called me. So I went in one day and the staff had no idea (Oct 12th), so at this point I decided to just pay the phone off and leave. I asked the staff if that was allowed and they said yes. So I did this in store, and then tried to transfer and was told not allowed because it is locked and won't unlock until ******************************************* less than an hour ago. Again this is all on October 12th. The staff call their manager to see if he can do anything. The manager told me over phone, Not his problem.This manager said his name is ****. The district manager has a name of ***** ****. This is the worst service I have ever encountered. It really feels like the managers either don't train their staff or don't care about clients.

  

  Business response

  10/21/2024

  Hi ***,  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. The District Leader has tried to contact you via telephone and email and has not heard back, if you could please email me more information at *********************************************************** 
  Thank you, 
  Victra Guest Experience Team

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just like every other person on here. I signed up for my plan back in December. I read there was a phone trade in promo and I needed a 2nd phone line for my new business. I had 2 older phones to trade in, which I did. I truly thought it was a ******* store, as everything about the store says *******. Which is truly false advertising. I HAD ******* at the time, I thought I was making a plan change with my existing company, which it is not. ***********, ****** store. As part of setting up a business account, I was told I was getting a FREE iPad, and could get a free Apple Watch. I already had a watch, I didnt need it. I also said I dont need an iPad, but she was insisting Id essentially be dumb NOT to take them. Even if I gave them as a gift to someone, its just such a good deal she told me. As I signed all the documents, it was only then that I learned this horrible company is victra. Theres a 30 day return/cancel policy, but when you dont get your first bill for 30 days how could I have know that everything had its own line?! I DIDNT KNOW. Nothing was explained as it should have been. After seeing my first bill, not only is the internet terrible in my neighborhood, my bill was outrageous. My iPad sat in the box for 6 months as i tried to get my plan sorted. The store manager gave me the run around and finally quit even replying to my emails. I still need to get out of my internet. The last 9 months working from home has been a complete headache. Connection is terrible. Im paying for a watch and iPad that I dont even use. Every single bit of this is a scam. So I have 5 lines I cant afford and 3 of them are useless. Lies lies lies, FREE stuff! You really would be silly NOT to take it. A full on scam.

  

  Business response

  10/23/2024

  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 they have contacted you and the following discussion was had.

  We were able to process a request with customer service to initiate the return of her business internet box, and will continue helping her with this over the next week as she waits for shipping label, ******* to receive it, and then help call back in for full disconnect.
  

  I informed her what needed to be done about her other devices, (tablet and watch) that she expressed concerns about in initial BBB complaint. She plans on getting those devices paid off and disconnecting at a later time. We discussed the initial transaction, and she understands that she was aware of the purchase, and I was able to provide the **** done at time of purchase along with her acknowledgements of the purchase day of sale.
  

  Once we get the internet issue fully resolved, I can provide that final update, but as of now it appears as if we have a path forward. 
  

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

  Thank you, 
  

  Victra Guest Experience Team 

• Initial Complaint

  10/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 2022 me and my husband switched from *** to ******* Wireless, We were told at the time if we traded in our devices' estimated value of $899 we would get our phones for free for switching companies. Our phones were estimated to be valued at $799 and to be paid off from ******* upon leaving att which I had been with for 14 years. We also added a line for our daughter. I inquired about upgrading my phone It has been 1.5 years and I was told I would have to wait for the installments to be paid off which is 36 months total. There for our phones were not paid in full. I was told I would have to pay approximately $400 to upgrade my phone when the phone I traded in was worth more than the "free" one they provided me with. Also, the full installment price of $28 a month has NEVER been paid. They have been paying $22.22 a month which isn't the FULL installment. I have been paying $12 a month out of pocket for our phones that were supposed to be free!!

  

  Business response

  10/16/2024

  Dear ********,
  

  Thank you for contacting Victra through the BBB. At this time our team has applied bill credits towards the remaining buyout in the amount $336.60 for each line (#**** and #****) for a total amount of $673.20. Moving forward the device lines will no longer have a device agreement attached, and the promotional credits will no longer be attached.
  

  Here is the reference number for the applied credits (********** & **********). You will have the data plan attached to each line (#**** & #****). If you would like to disconnect the line, please call ******* **************** at ************ for further assistance.
  If you have any further questions, please dont hesitate to reach back out so we can further assist.
  

  Respectfully,
  

  Victra Guest Experience Team

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Victra at ************************************ on October 2nd to purchase two iPhone 16 Pro 256GB phones. I had a wonderful female sales *** who was new so she was on the phone with a manager named ******* to help the process. There was one other employee there with a showroom full of customers. The other employee left for a 30 minute break and several customers left frustrated due to the ******* complaint is an overcharge of $120 ($60 on two phones) due to charges never discussed with me until after I saw and paid the invoice. The overcharges are as follows:1) They charged me $10 over the ******* price for each of two phones. I could have ordered these phones on-line and picked they up at this location for the lower price.2) They charged me $39.99 for "Set Up and *********** when I just took the phones with me and the setup was never completed (my request).3) They charged me $10 per line as a "Remaining Phone Balance" when the lines I ***laced were originally purchased via cash (no 36-month contract).As I have setup many phones in the past, I told our *** I didn't need the phones setup and that we would do it at home. Without my knowledge, she did try to connect our phones to her network but since it was so busy, the setup was never completed. Again, I told her we can do it at home so we left with setup in our lap - exactly how we wanted it.Since no service was completed, we shouldn't have been charged the $39.99 twice on our phones. When I returned to the business, a different *** showed me a sheet with all of the services that fee includes. None of which were completed.Also, regarding the remaining phone balance. when I returned, the same *** told me they can't add any remaining phone balance to the invoice yet the phones I ***laced were both purchased as cash deals, paid in full four years ago. Therefore, a false charge.Victra suggested I contact ******* for any adjustments and ******* suggested I contact Victra.

  

  Business response

  10/10/2024

  Dear Ben,
  
  We’re 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 Verizon account for the amount of the Set Up and Go fees and Remaining Phone Balance fees. The total credit amount is $99.98. Here is the reference number for the applied credit (1964451049). 
  
  The remaining $172.06 is state tax associated with the devices themselves which is non-refundable. If you’re a tax-exempt individual the proper documentation would’ve needed to be presented to the sales consultant during your original transaction. Please visit https://victra.com/bestpricematchguarantee/ to review more about Victra’s Price Match Guarantee.
  
  
  We apologize for any inconvenience this may have caused and do hope you’ll return to one of the many Victra locations. If we can be of any further assistance, please contact us via email at WeCare@victra.com.  
  
  Respectfully,
  
  Victra Guest Experience Team

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased TLC Flip 3 on 9/3/24. Told cost original $120 with promotion cost $50. Paid $50 upfront. Noticed later $10 added to bill making original cost $130. (Also, $10 added to Pixel 9 purchased same day) Called Victra *********** twice, went back to place of purchase, called ******* twice, promised call backs. Never happened. No help.Want $90 refunded - $70 for promotion and $10 extra added to each phone ($20). Retail store said ******* problem. Version said Victra problem.

  

  Business response

  10/05/2024

  Dear ********,
  

  Thank you for contacting Victra through the BBB. After further research we have found that you were quoted a loyalty promotional credit in the amount of $79.99 for line #****. We were unable to attach the promotional credit to your line (#****) because your mobile number was not targeted.
  

  Additionally, a $10 remaining phone balance was added to each line (#**** and #****, this charge is an in-store deposit for your new devices.
  

  ********************** has applied a one-time bill credit to your ******* account in the amount of $99.99 for the promotional credit you are not receiving and the two remaining phone balance. Here is the reference number for the applied credit 1964332996.
  

  If you have any further questions, please dont hesitate to reach back out so we can further assist. 
  

  Respectfully,
  

  Victra Guest Experience Team 

  Customer response

  10/07/2024

   
  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

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Saturday, Sept 21, 2024 I was at Victra ******** Wireless) at *************************************** As an 18 year customer of ******* ********************** who pays their bill in full each month, I upgraded my cell phone after 6 years. Their store employee ***** Y told me I qualified for a "free phone". I told him twice in our conversation I did not want a big bill that day. He kept pushing "it's a free phone". At check out my bill is $254 an amount I was shocked at. I discovered $108 in sales tax for this "free phone" which he NEVER disclosed the sales tax giving me the opportunity to get a simpler less value phone, I was charged $40 for their Set Up and ********** he NEVER disclosed, $10 remaining phone balance he says he doesn't know what that is, $37 for a case, $17 for a wall charger adapter and $57 for liquid screen saver. He is the employee with the ******* Wireless training not the customers. I find ***** Y's undisclosed fees a huge concern for my consumer rights. Where are the State and Federal consumer laws protecting and remedy against these types of deceptive or abusive practices?

  

  Business response

  10/04/2024

  Dear ******,
  

  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,Remaining Phone Balance, and the accessories. Here is the reference number for the applied credit (********** & **********). The total one-time credit amount is $155.13.
  

  The remaining $108.35 are taxes associated with the device itself. We are unable to refund the taxes associated with the devices itself.If youre a tax-exempt individual the proper documentation wouldve needed to be provided to the sale consultant at the time of your purchase.
  

  If youd like to return or exchange your device, weve provided Victras return policy below.
  

  Victra permits exchanges or returns within the first 30 days from date of purchase for most products
  

  1.Phones or Mobile Devices in original condition with the box and all items included in the box may be returned or exchanged at any Victra location within the first 30 days from date of purchase. There will be a $50 restocking fee charged.
  2.Many accessories can be returned or exchanged within the first 30 days from date of purchase at any Victra location. Screen protectors, software, memory cards, gift cards and headsets are non-refundable.
  3.Prepaid services are non-refundable.
  ****** refunds over $50 will be refunded by corporate check and mailed to the customers home address in 4-6 weeks.
  
  Respectfully,
  

  Victra Guest Experience Team

  Customer response

  10/10/2024

   
  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

  09/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went into the ******* Store to discuss getting phones and internet for my new business. After 3 hours of discussing plans with a representative, we found a combination of credits and promotions that allowed my business to obtain phone, internet and a tablet for $180/mo. I received my bill and it was $354/mo. I called to have the issue corrected, and was told that there is nothing that can be done. The person I spoke to at the store misrepresented the credits and promotions and I have to pay this bill. I was also told that I cannot get out of the contract because there were new devices purchased as part of the promotion.

  

  Business response

  09/30/2024

  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 they have contacted you.
  The Stores Leadership Team informed us This complaint was indeed submitted based on a customer service representative dialing *611, into ******* corporate, and not based on us. There was some confusion with billing, but I am actively working with guest to resolve. I also partnered with our *** team, who was able to give the customer a $250 courtesy credit for the trouble and allow us the time to rectify the billing issue and promo attachments, as well as alleviate any confusion about the transaction.Guest said once credit was posted, she would email back into the BBB in order to retract statement made against Victra in this matter. This proof of the $250 credit was sent this morning after it was posted to guests account.
    Please if you have any questions, feel free to send an email to ***********************************************************  
  Thank you, 
  Victra Guest Experience Team

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday, August 6, I (****** *****) was purchasing a new phone at a Victra retail store at the location of **************************************** ***************************. While I was in the store, I couldn't recall my password for my ****** account to transfer contact numbers over to the new phone. The sales agent that was helping me, *****, gave me a number for ***** support to help me get access to my ****** account. The phone number he gave me was not ***** support but a fraudulent scam number which led to me getting "help" from someone who wanted me to verify my account by transferring funds to my son and then have him return the funds to me and which is when the scammers intercepted the money of $2,000. Before leaving the Victra store the agent *****, assured me that ***** support would call me back within 24 hours (which the scammers did) and that I would receive assistance in recovering my iCloud password. Our family does have ID theft insurance with ****** Insurance. On my behalf, ********************** has contacted the manger of this store (**************************************** ***************************) and she was going to check into this issue and was supposed to have contacted me this past afternoon on August 13. I did not hear from her. And again on August 29th she said she would call me specifically at 4:30 without hearing from her. While I do not believe that *****, the sales agent, intentionally meant to provide a scam number, I am asking to be compensated for my loss of $2,000 due to how it occurred through a spoofed phone number that was provided by a Victra employee.

  

  Business response

  09/18/2024

  Hi, 

  Thank you for your patience while we connected with the store leadership regarding this complaint. Our store leadership has informed us that they have been in touch with you to review the next steps. Since Victra did not receive the money in question, we are unable to assist with the refund. We suggest reaching out to your bank to dispute the charges. If there is anything else we can assist with, please feel free to contact us directly at ***********************************************************.

  Respectfully, 

  Victra Guest Experience Team

   

*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. ↩