ComplaintsforTCC

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2023, we visited ******* in ********, ** to purchase a new phone after my old phone was run over by a vehicle. The worker told me that if I changed my plans when purchasing a new phone that I would receive a $1,000 rebate off of my new phone and I'd see the credit within 3 months on my bill. I returned to the ******* store several times to check on the rebate and was told to wait until the next billing cycle. I also called ******* and they stated they did not know of the rebate. As of November 2023, no rebate was issued and my cell phone bill was up over $50 higher a month. I returned to the store where the manager was unsure of the rebate and stated she could not speak for the sales representative that offered the rebate. I left my phone number with the manager to have the sales representative call me to discuss the matter. The sales rep never called. I returned to the store again today, 12/21/23, and was told that there was nothing they could do. Thus leaving me with an $1,800 phone and without the rebate that was promised when I switched my plan in August.

  

  Business response

  12/28/2023

  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

  01/10/2024

  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. 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 bills, credits, promotions, rebates, or trade-ins. Instead, ******* Wireless is responsible for and handles these matters pursuant to ******* Wireless policies and procedures.
  
  Per field leadership, ************** was eligible for a trade-in promotion at the time of purchase (08/17/2023) for $1000 off the ******* ************* 5. However, ************** never traded his old phone into any ******* Wireless or any TCC location (required per policy with ******* Wireless) but sent his phone to ******* (the manufacturer), and ******* sent him a check for his old phone. Nearly every representative in the ******** store has spoken with ************** and has explained that because he did not follow the proper process of trading in his device to ******* Wireless or TCC,he would not be eligible (and would forfeit) the trade-in offers (promotions)through ******* Wireless. ************** has visited the store with another individual (on numerous occasions) with the same information explained.Naturally, the store representatives continued to reiterate that the promotion he qualified for required a trade-in that he did not provide.

  This concludes the investigation, and consider the matter closed at this time.

  Thank you, 

  Ethics & Compliance Manager

• Initial Complaint

  12/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased service on November 26 2023. The agreement was. $55 a month times 4 phones. The balances for the phones would be given as a monthly credit over 36 months. Our first bill after 2 weeks was $485 dollars. Not the $55 per line originally in the agreement, they said wait till the 2nd bill, and credits would be on there. 2nd bill $350. The monthly service bill was supposed to be $180 pre tax. We would like to return all of the phones per their 30 day policy.

  

  Business response

  12/18/2023

  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

  12/19/2023

  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

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have attached my report to the *** with my grievances. I understand if they won't give the money back for the case (however he threw away the box at the store, otherwise I could've returned that one)-- the cube box was not in good shape. I feel I should receive the entire refund. If they refuse, I would definitely want the money for my trade in phone (Iphone XR which i am told I cannot get back although ******** says I can) ... and any monies over the restocking fees of ****** .. therefore... I'd like ***** + Iphone XR $. I would accept ****** for that, a total of 1*****.

  

  Business response

  12/14/2023

  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

  12/22/2023

  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.

   

  Per field leadership (District Manager *****), The case was returned, but then a different case was purchased, which ended up being a wash. The trade-in device had an organic value of $68, and when the device gets to ******* (because of the return). Ms. ******* will receive the organic trade-in value of $68 on her ******* Wireless bill. From our understanding, there's no recollection of discussing a charging block, but if Ms. ******* would like to come into the store, we will return the block with or without the box and return her money.

   

  If Ms. ******* has further questions regarding the above information, you may contact or return to the store location to speak with the District Manager.

   

  Thank you,

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 15, 2023 I went to TCC for assistance with my mobile device. I had upgraded to a ****** Pixel 7 pro with them earlier in the year and paid for insurance on the phone. The touch screen was damaged on that phone and no longer working. I wanted to file an insurance claim to replace my phone. When I was talking to the sales representative about options they informed me that I could either go through insurance and get a refurbished phone, or take one of the other upgrades on the account and replace the phone with a new device. Because I was financing the broken Pixel 7 Pro and the device was not paid off, I asked the salesperson if I would have to pay off that device as well as the new one if I upgraded. They told me that I would not have to pay off the old damaged device and that I would only be paying for the new device. With this understanding, I decided to take the upgrade as it was effectively the same cost. When I received my monthly ******* bill, the payments for the old damaged device and the new upgraded device were both on the account in direct conflict with what I was told when deciding to upgrade. I returned to the store on December 2, 2023 to rectify this after discovering both payments on the November bill. The manager (*********************) told me that I misunderstood and they would not expunge the payment for the old device, and I could only return the new device along with the original packaging which I no longer had. Because this store is an authorized retailer, the employees work on commission, so are incentivized to upsell me a new device. In this instance, they lied to me, a customer, about the costs associated with this decision, despite being asked directly about this. I would like this business to follow through on what I was initially told me; specifically that I would not have to pay off the old device. The remaining balance on the previous device is approximately $780.00.

  

  Business response

  12/08/2023

  Good afternoon,

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

  Thank you,
  

  Ethics & Compliance Manager

  Customer response

  12/11/2023

  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. 
  
  The business has only acknowledged my complaint and initiated an internal investigation. They have not provided a timeline for potential resolution or any possible resolutions. Additionally they did not provide any potential next steps or contacts regarding this complaint. 
  
  Regards,
  
  *************************
  

  

  Business response

  12/21/2023

  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 Field Leadership. 

  ****************** wanted to get a replacement right then and there and did not want to wait for the replacement since we (field leadership) helped go through insurance (Asurion), and they stated we (the store) would wait for the shipment, but the customer did not want to wait. ****************** asked for other options, and the store rep offered to switch the device payment to another line so the customer would not have to pay off the $780 or what it was off the account, but we (field leadership) could not trade it for a promotion due to it still owing a balance which the ****************** was aware of since he came back knowing he could not trade it in. In addition, the store rep stated that he was perfectly fine to take his brother's upgrade since his brother had a newer phone and did not need to upgrade anytime soon. After ****************** expressed his concerns, field leadership gave him two options.

  Option 1: If ****************** wanted to return the device, I (field leadership) would waive all restocking fees and return any accessories that were purchased, so that he would not incur any charges to revert it. Before I (field leadership) even got to what he needed for him to return, ****************** stated that he did not want to go through insurance (Asurion) and would like to get the balance cleared by ******* Wireless since he did not want or know that there was a balance. I (field leadership) continued about needing all original components in the box per policy, but ****************** stated he may not have it all. So, field leadership gave ****************** his number with a business card so he could call him with the update when he gets home to check, but field leadership has not heard from ******************* 

  Option 2: ********************** mother's phone on the account was a 6A and was on its last leg. So, I (field leadership) suggested that we bump his line up to a premium plan for $10 of an increase on the account but would be issuing him an $800 trade for his mother's line, and could go through insurance (Asurion) for the 7 Pro and gift it to his mother and trade her old phone in so she gets an upgrade and he could keep the 8 Pro while increasing the bill for the device payment $28 + $10 for the line ****************** be getting back $23 for the trade costing him $15. 

  ****************** must contact field leadership and return to the store location for further resolution. 

  Thank you, 

  Ethics & Compliance Manager

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We went to the store because my husbands phone wasnt working. ******* couldnt fix it but told us we were eligible for the free iPhone upgrade. I asked if we had to change our plan. He said no, but coincidentally we were also eligible for a plan upgrade at no extra cost. I asked again, so our monthly cost will stay the same? He said yes. Based on this information, we both decided to upgrade our phones. I would not have upgraded had he not clearly stated our costs would not change.A month later, I get my new bill and find out I am being charged an extra $10 per month per line. I called customer service, and they told me the store rep was wrong. I went to the store, and saw the same rep again. He said there was a mistake and our loyalty promotion wasnt applied. He then called ******* customer service and talked for a while. Then he removed our mobile protect plan, claiming we were being double-charged because it was already included in our plan. However, I looked up the terms for our plan and there is no mention whatsoever that it includes a protection plan. Now the problem is compounded instead of fixed. Not only are we being overcharged for our monthly plan we also no longer have mobile protection service. And now, if we change our plan, we have to pay full price for a new phone we never would have gotten otherwise. ******* mislead and lied to us every time we spoke with him and utterly failed to make things right.Not only that, but my husband mailed in a form to renew his teachers discount over a month ago, and it was never applied.

  

  Business response

  12/11/2023

  Good Afternoon,
  
  
  After further review, we do not see any information regarding what store location this is. We have searched our records system with the name of the customer, mobile telephone number, and email address not results are found.
  
  We will need more information on where this matter took place.
  
  
  Thank you,
  
  *****************************
  
  Ethics & Compliance Manager

  Customer response

  12/14/2023

  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. 
  
  The name and address of the company are on the attached Trade-In Receipt I received, which are the same name and address I selected when submitting my complaint.
  
  Regards,
  
  ***********************
  

  

  Business response

  12/18/2023

  Good evening, 

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

  Thank you,
  

  Ethics & Compliance Manager

   

  

  Business response

  02/21/2024

  
  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.
  
  The PCA/VSL was submitted to ******* Wireless for ************** but was unable to be processed. However, TCC was able to submit and approve a credit of $240 for each line (a total of $480) to the customer's ******* Wireless account. Field leadership has contacted ************** regarding this information and seemed pleased with the resolution.
  
  Regarding the protection, field leadership was not able to add the protection (feature) back onto the ******* Wireless account since **************** removed it in error.Unfortunately, we cannot add it outside of OE. However, open enrollment started on 02/14, and field leadership would contact ************** to see if she would like to add the feature (protection) back to the account.
  
  At this time,this concludes our investigation and is considered closed.
  
  Thank you,
  
  Ethics &Compliance Manager

  Customer response

  02/24/2024

  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

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/9 we entered the TCC store on *********** in ********** to transfer my husbands line to ******* due to the promotion we had seen for a new phone with new line. We worked with *****. This visit lasted about an hour where we upgraded my plan, upgraded my phone and switched his line to *******. We were told the promotion was a free iPhone15 pro for him and a free iPhone 15 for me with trade in of my iPhone 12. We were never informed my husband needed to trade in his phone. The phones were on back order and my husbands phone arrived the next week. He went to the store to transfer phones. The sales rep asked my husband if he had to trade his phone in and my husband said he didnt think so. The sales representative never checked if he needed to trade it in or not. My husbands was not receiving calls or texts the next day so he had to go back to store again. The original customer sales rep never transferred his digital SIM therefore my husband had to spend another ***** minutes in the store with a different sales rep. **** sales rep also never mentioned trading in my husbands old phone. My phone came the next week, i picked it up and traded in my old phone. I got the first bill and I see a charge for $1000 divided monthly for my husbands phone. I called ******* wireless and spent 60 mins on the phone and they told me to call the store where the phone was purchased. I called this store and left a detailed voicemail asking for someone to return my call to figure out the situation. No one returned my call. This was on 11/13. We went to the store today to try and figure out the issue and the original sales rep was working. He told us that my husband was supposed to trade his phone in within 30 days to get the promo. This is the first we had ever heard this. The 30 days ended on 11/16. After two hours in the store we were told there is nothing they can do for us other than trade the old phone in for a $300 credit and pay the rest.Currently waiting for a call from manager

  

  Business response

  11/20/2023

  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

  12/21/2023

  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. 
  
  The PCA/VSL submitted to ******* Wireless for **************** was approved. Per ******* Wireless policy (not TCC), the credit can take 2-3 bill cycles to appear on the customer's account.  
  
  If you have further questions regarding the credit status, you may contact ******* Wireless Customer Service at **************.
  
  Thank you,

  Ethics & Compliance Manager

  Customer response

  12/22/2023

  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

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been a ******* customer for over 2 years and about 3 months ago I decided to add another line to my account for my business phone. When I first walked in to the store, I was suggested to transfer my ******* account from personal to business for 'better deals' and the representative wanted me to book an appointment for me to come in on a different day to avoid long wait. Yet I had to end up waiting there for over an hour after my scheduled time just to get started because he was busy assisting other walk-in customers who showed up there after me. The whole process end up taking 3.5hrs because the guy had no clue what he was doing and it took him 5 attempts finish my application correctly. I was assured that all my existing promotions will stay in place and would not affect the transfer. And yet I lost all my promotions that I previously had and that bumped up my bill from $170/month to $450/month. So I've been trying to get this issue resolved since past 3 months and constantly being bounced back & forth between the customer service and the store representatives; *************** Each time I'm there, they assure me that they have successfully resolved my issue and I should be seeing a refund coming my way 'soon'. After getting billed ridiculously high amount again for the 3rd consecutive month and seeing the next upcoming bill for the 4th month also just as high, I lost my patience and demanded to get the senior management involved to solve my problem. I was once again falsely promised that the District Manager *** will reach out to me within 2-3 business days to resolve my issue. After waiting for 10 days and not hearing from the District manager, I decided to call the store again to get her number myself. That's when the store representative ***** (who originally 'helped' me transfer my account) informed me that he screwed up while transferring the account from personal to business and that he wasn't aware that the promotions won't transfer. He further stated that there is no way to get me those promotions back or any refund for the overcharge on my account from past 3 months and I would have to continue paying the higher bill despite of it not being my fault. As I was already very frustrated, I ended up taking the district manager's number down and tried reaching out to her myself. After multiple attempts, she finally answered the phone and sure enough tells me that she has no idea about this situation and wasn't aware that she was supposed to be reaching out to me despite of all the emails and text messages that were sent to her regarding the issue. She claimed to be busy at the moment and assured me that she will reach back out later that day once she gets to her laptop and looks up my account. Sure enough 3 days later I still haven't heard from her. I've tried contacting her through text messages and phone call multiple times thereafter, and been completely ignored during each attempt.

  

  Business response

  11/07/2023

  After further review, we do not have any record of this customer in our system. I tried to narrow it down as much as possible based on what information was provided. However, we dont have any employees named ***, ******, or ***** who work in our **********, ** store location. If possible, can the consumer provide ** with the address of what ******* store location they visited?

  Thank you,
  

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

  Ethics & Compliance Manager

  

  Customer response

  11/08/2023

  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. 
  
  The TCC location I visited was TCC ********* ********* located at ********************************************************************. The store phone number is **************. ***** and ****** are the sales associates who work at the location and Bri is their district manager according to the store associates. Please note, it has been two weeks since I reached out to the district manager with my concerns and I still haven't heard back her with a reasonable solution to my issues. 
  
  Regards,
  
  ***************************
  

  

  Business response

  11/16/2023

  Good morning, 

  Confirming receipt; thank you. We appreciate the additional information and help with our investigation. Please allow us time to review this matter further and provide a possible resolution. 

  Thank you, 

  Ethics & Compliance Manager

  Customer response

  11/22/2023

  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. 
  
  The company asked for additional information regarding my problem but did not provide any reasonable solution to it. I haven't received any credits for the over charge. I don't see any changes to the bill on my account. And there is still a penalty if I want to end the contract with ******* and move to a different provider. This is totally unacceptable! I'm being forced to pay for something which isn't my fault. I'm being told that there is no way to fix what's messed up by the company representatives and they are not willing to compensate me by waving all the additional fees to end my contract with them and walk away to different service provider with all my devices without having to pay them off again due to lost credits.
  
  Regards,
  
  ***************************
  

  

  Business response

  11/27/2023

  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 for Mr.& **************** ********* Wheels) as of 11/27/2023. Please allow TCC 30 business days to process and send Mr./**************** ********* Wheels) the $1,187.65 check request. 
  
  At this time, this concludes our investigation.
  
  Thank you,
  
  Ethics & Compliance Manager

  Customer response

  11/30/2023

  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. 
  
  The $1187.65 check only provides a mere refund for the overpayment I made in the past months. But the promotions I lost still haven't been added back on my account and my monthly bill continues to remain 2x higher. Not only that, I still can't end my contract with ******* and move to a different carrier because as a result of losing the promotions I had, the total pay off on all my devices and penalties for ending the contract early totals around $3000. I need TCC & ******* Wireless to remove all the device pay offs and penalties from my account so I can move to a different carrier instead of continuing to pay 2x higher bill with them due to an error on their side which they are unable to fix.

   
  Regards,
  
  ***************************

  
  

  

  Business response

  12/08/2023

  Good evening, 
  
  We are following up again regarding your complaint. Upon further discussions with field leadership and ******* Wireless, here is what we understand.

  The customer lost four (4) *** promo credits totaling $1,777.60, and ******* credited $589.95 (over 12 months), leaving TCC with the remainder of $1,187.65 due to the misquote. The customer's bill will continue to be the total amount that it has been over the months until the *** ends per ******* Wireless policy. 
  
  However, **************** was given a $589.95 credit from ******* Wireless and a check for $1,777.60 from TCC to compensate for the increase in the bill. So yes, Ms. ************************* has increased but has been paid for and covered for that increase, which was explained to the customer.  
  
  Regarding the concern of not being able to cancel the service (with ******* Wireless), the issues with TCC and the store location did not change this policy. ******************** buyout amount is the same since the customer agrees with ******* Wireless. Regardless of having or not having a promotion, if a customer decides to leave, the customer will pay the remaining amount owed on the device minus any promotional credit. So, whether a customer loses their promo credits or not customers will still have to pay the buyout if they decide to cancel or leave ******* Wireless.  

  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 bills, credits, promotions, rebates, or trade-ins. Instead, ******* Wireless is responsible for and handles these matters pursuant to ******* Wireless policies and procedures.

  At this time, TCC considers this matter closed. 

  Thank you, 

  Ethics & Compliance Manager

   

   

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ported my number to ******* on 10/29/23 because I was told I could get a good deal on an iPhone 15. I was charged fees that I did not consent. I was charged (2) fees for Rodux Water protection ($59.98) and cloths for good ($10). I also specifically said that I did not want insurance ($17) on my Apple Watch but it was added to my first months bill along with ******* Mobile Protect ($25) and 2TB ******* Cloud Storage ($20). I understand sales but to add so many additional fees without consent is not what I expected from this retailer. When i went in, I explained that I was on a budget but there was no compassion towards my situation with the extra fees and possible fees in my 1st month bill had I not removed them.

  

  Business response

  12/11/2023

  Good Evening,
  
  I am 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. This matter has been resolved with ******************** as of 12/04/2023. Please see the attached Refund RQ Sales Invoices of two (2) Redux Memberships being returned to the customer on 10/30/2023 for $59.98 to the original payment method (credit card). 
  
  Now, regarding the **************** ($10) and monthly feature (through ******* Wireless) on insurance/mobile protection and 2TB ******* Cloud Storage, further explanation was provided to the customer by field leadership. Our department has been informed that the customer is good, and there no additional credit is needed.  
  
  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
  
  Thank you,
  
  *****************************
  
  Ethics & Compliance Manager

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning.I am making this complaint as a customer of ******** I went into a ****************** ******* location in *******,** to get a new phone. The worker there,*****, ordered my phone. I got an email that my phone was delivered the next day to a store 1hr and 30 mins away from the store i orderedmy phone at. ***** stated to me that he would have my phone sent to the proper location and it would be there that monday morning. I agreed and sent up a 2pm appointmenton tuesday october 24th. This morning on Tuesday october 24th i got a call from that store over 1 hr and 30 mins away. I called my store and they stated i am sorry but you will have to wait over 2 weeks for ***** to come back from vacation before you get helped. I ordered this phone on friday the 13th and they stated id have it before the 20th. It is now the 24th and i still do not have my phone and they are refusing to help me until ***** gets back from vacation. This is not a way to handle a business!. If i knew this was going to happen i would have ordered it at a corporate store and had my phone sooner. I use my phones for work and this is extremely unbusinesslikeof me to have a broken phone. I do not think this store should even be open i have had nothing but issues with them since i became a customer. Please correct this incident, handle your employees. If they can not handle what they are doing then they should not be open.

  

  Business response

  10/25/2023

  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

  11/07/2023

  Good afternoon, 

  I am 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. 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 bills, credits, promotions, rebates, or trade-ins. Instead, ******* Wireless is responsible for and handles these matters pursuant to ******* Wirelesspolicies and procedures.
  
  On 10/24 at 11:18 a.m., the customer contacted the store location about the matter.After the store spoke with ************** and tried to figure out what happened,another call to the store location came in at 11:21 a.m. about ****************** order (possibly the wife) and asked for the order to be canceled. The store processed the order to be canceled. Later on, 10/24, ************** contacted another ******* Wireless (Corporate - Orange Plaza) store location not associated with TCC and placed an order.
  
  At this time, there are no active or pending orders that are associated with TCC and ****************** ******* Wireless account. This concludes the investigation, and consider the matter closed at this time.
  
  Thank you,
  Ethics & Compliance Manager

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to ******* on 11/23/22 to buy an Apple Watch 8, but my debit card didn't work at checkout. I left without the watch. In February, I noticed my bill was high and called customer service. They told me to go to a store. I went to the ******************* ******* store and talked to a manager for 3 hours about being charged over $1,600. He said there was nothing he could do and that I had to call customer service. I told him customer service told me to come to the store.By May or June 2023, I had wasted over 20 hours on the phone, in stores, and traveling to try and solve this problem.On 9/16/23, I drove to the original ******* store on Penn Ave. I talked to a rep named ******************* and he quickly found proof that I was correct. The contract for my watch that I never purchased started and stopped on the same date (11/23/22) and it was activated on another person's account.I thought they would finally give me my money back, but they couldn't because a manager needed to do that but the manager was sick and the ** office was closed on Saturdays. They told me they would be able to resolve this on the following Monday, 9/18/23.Monday came and went and they didn't give me my money back. At this point I realized I needed to escalate this complaint to the **** BBB, ************************* etc.They made a mistake. They wasted over 30 hours of my life and had no urgency to resolve the issue even after they admitted they messed up.On top of that, I am an American With Disabilities protected under the American With Disabilities Act (PTSD, Tinnitus). Despite me informing them of my hearing impairment, they failed to make reasonable accommodations and continued to push me off to call customer service rather than dealing with this problem in person face to face.

  

  Business response

  10/16/2023

  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. 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 bills, credits, promotions, rebates, or trade-ins. Instead, ******* Wireless is responsible for and handles these matters pursuant to ******* Wireless policies and procedures.

   

  This matter has been managed and resolved before receiving the BBB Complaint (along with the Attorney General which is a formal response is underway) with ********************** as of 10/03/2023.

  • On November 23, 2022, ********************** came to the *********** Store location to add a new line of service to his existing ******* Wireless account. ********************** tried to purchase one (1) Apple Watch Series 8 on a Device Payment Agreement (#**********) for 36 months on the mobile telephone number ************. This process was approved through OMNI (******* Wireless System). However, when it came to paying for the sales transaction ************************** credit card/debit card was declined. ********************** left the store location without the equipment or completion of the sales transaction. It was discovered that the process within the ******* Wireless system (OMNI) was not canceled, which caused the Apple Watch Series 8 to be billed to ************************** existing account.
  • On October 4, 2023, TCC processed a forced buyout for Apple Watch Series 8 on Device Payment Agreement (#**********) on the mobile telephone number ************ for $416.40. This was applied to Mr. ********** ******* Wireless account. ****************** also, applied for another $414.30 credit for monthly service charges for the Apple Watch Series 8 from 11/23/2022.
  • ********************** will be responsible for contacting ******* Customer Service *************) to have the mobile telephone number (************) to have the line disconnected per ******* Wireless policy. 

   

  In regards to the ******************* (******************************) store location. This store location is not operated or owned by TCC but by ******* Wireless Corporate. Please note that not all ******* Wireless locations are operated or owned by the same company or owner. If you have any questions or concerns please reach out to this store location directly.

   

  At this time, TCC considers 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. ↩