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Complaint Details
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Initial Complaint
08/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My daughter went to the TCC ******** ******** authorized retailer) on 7/25/22 and spoke to an agent named *****. She expressed that the reason she was there was to close out her father's account and transfer the ownership of the account to me. After speaking to *****, he explained that he was incapable **** helping her resolve this issue as they have no control over accounts as a retailer. She explained that since ******************* passed away and was in no need of the plan or phone that he had, if it was possible to exchange it with the phone she currently had for an upgrade she was due for. They insisted they could help her upgrade and encouraged her to get an Iphone13 because if she turned in her phone she would receive $440. He pointed out that if she were to turn in the apple watch on her wrist she could also get a new watch for only $6. My daughter unknowingly accepted the deal and was later presented with a $500 bill. She payed and when she returned home we went to the ******* store in the ********* ***************** where they explained that since I had just upgraded the phone, our account would not be able to remove members for 30 days and all promotions would be cancelled. This lead my family to pay an additional fee per month to pay off the promotions she had gotten such as the discounted watch and $440 for trading her phone in. They completely mislead and took advantage of her and this was unable to be undone, even 24 hours later. The goal of her visit was to cancel her deceased father's plan and ended up jumping through hoops and paying a ridiculous amount of money to do just that.
Business response
08/25/2022
Good Evening
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Business response
10/07/2022
Good Evening,
I am following up in regards to 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. The District Manager has made several attempts in contact ************** with no response back. The last call attempted was last Thursday 09/29 around 2pm and voicemail was left.
Please let us know if there is any way for the District Manager to contact you.
Thank you,
Ethics & Compliance Manager
Initial Complaint
08/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
7/21/22: We went to this store to purchase a new phone for my daughter. **** helped us. He told us that my husband and I were also eligible for free phones as an upgrade, mentioned an activation fee and taxes on the phones. Placed an order for my daughter's phone, which he said would arrive in 2 days.7/27/22 and 7/30/22 I called the store to check the status of our phone order and was told it was not there yet.8/3/22: Voicemail from ****. Called him back on 8/4 he said that he would come in on his day off 8/8/22 to activate the phones. 8/4/22 I attempted to resolve the issue with ******** on ******* chat. ******* was not able to assist me with much because the TCC store is on a different computer system with their orders.8/8/22 **** called to ask us what time we wanted to come in. We came in at 3:30. **** collected my husband's phone and my phone to begin a data transfer to the new devices. Once this started, he told us that we owed $246.98. We were surprised because we knew of the activation fees and tax, but this seemed like a much higher amount. We later found out that part of that charge was a data transfer fee, which ******* corporate stores do not charge. We were not provided with a receipt or any itemized documentation at all.Once we found out these fees, I asked **** to remove my new phone from our purchase. He did, but definitely seemed unhappy. 8/11/22: I received an email from ******* welcoming me to a service called ************ Protect. Upon calling, I found out that another service called ******* Mobile Direct was added. I did not agree to either of these.8/13: I got a text welcoming me to ******* Mobile Protect. I called and removed this service that I did not agree to. ******* said that all of these services were added at the TCC Store.I am registering a complaint due to adding services I did not ask for and charging hidden fees that were not disclosed upfront. When I called TCC store, I was told they do not have a manager.Business response
08/19/2022
Good Afternoon,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Business response
09/09/2022
Good Evening,
I am following up in regards to 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 08/31/2022. Please see the attached Refund RQ Sales Invoice of the Setup Assistance Fees being returned back to the customer in the amount of $59.98. Please allow ***** business day for the full processing of the check request.
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
Initial Complaint
08/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
my wife and i were looking to switch to a different cellular provider. TCC is an authorized retailer of ******** on july 13 we signed up with ******* through TCC. TCC assured that i would be able to use a smart watch as a stand alone mobile device after asking 3 different people, which is why we decided to sign up. had we not been promised this feature, which could not be delivered, we would not have signed up. we would like refund of the setup fees as well as the remaining ******* bill to be paid by TCC as we would never have accrued it had they not lied to us.Business response
08/04/2022
Good Morning,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Business response
08/15/2022
Good Evening,
I am following up in regards to 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. ****************** purchased a ******* Galaxy S22 5G 128GB smartphone along with Trading their original device for the promotion on 07/13/2022. ******* Wireless has indicated that this line associated with ******* Galaxy S22 5G 128GB Black is no longer in service with *******. It appears the line has been ported out to another carrier. ****************** was under contract with ******* Wireless (not TCC) and has now been charged for the remaining service that used and device that was not properly returned back to the store location. The return policy with TCC and ******* Wireless is 30 days.
In regards to the 2nd line (******* Galaxy S20 FE 128GB Cloud Navy) and 3rd line (Watch) these devices where orders as the store location did not have them in stock. Once the devices were shipped to the store by ******* Wireless, ****************** returned to the store to process the remaining sales transactions of the 2nd line and 3rd line. However, the customer become upset when he was told he would need to pay for the ******** ****** Sales Tax for both devices and walked out. The store canceled the 2nd and 3rd sales transactions. ****************** was not charged anything further on the 2nd or 3rd line. The store was also going to waive the setup fee and two (2) activation fees as well for the *******************
If you have any further questions, please contact ******* Wireless at ************.
Thank you,
Ethics & Compliance Manager
Initial Complaint
07/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
They are charging me for a month that I paid and my app shows me I paid it and so does the account I paid for it with both of those pictures are down below.Business response
07/30/2022
Good Afternoon,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Business response
08/08/2022
Good Afternoon,
I am following up in regards to 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. Here are the breakdown of Ms. ******************* details with ******* Wireless with payments.
******** Wireless **** for March 10th ***** 9th = $366.43
******** Wireless **** Payment for (March 10th ***** 9th) of $366.43 was made on 05/01/2022 and was for Marchs ****, see attached RQ Sales Invoices and customers **** cycle is the 10th of each month.
******** Wireless **** for ***** 10th May 9th = $235.61 was not paid and was a balance forward to the next month for *****************.
******** Wireless **** for May 10th June 9th = $233.94 plus the balance forward from *****s **** of $235.61 = $469.55
******** Wireless **** for June 10th July 9th = $91.35 plus the balance forward for both ***** and May bills that were not paid = $560.90
******** **** Payment for (June 10th July 9th) = $100.00 subtract from total balance forward of $590.90 = $460.90 (this is for ***** and May bills that were never paid) that are still owed to ******* Wireless.
This concludes our investigation, if you have any further questions please reach out to ******* Wireless directly at ************ with any billing questions.
Thank you,Ethics & Compliance Manager
Initial Complaint
07/26/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
******** July 21/2022 went to switch to ******** The salesman Signed me up for services I didnt ask for and I didnt realize this until I got the bill. He signed me up for protection plan for three phones without even discussing this with me.Business response
07/30/2022
Good Afternoon,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Business response
08/24/2022
Good Afternoon,
I am following up in regards to 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. The stores field leadership has been trying to reach out to the customer couple of different times (08/05, 08/09, and 08/12) on MTN: ************ with no response.
At this time, this matter will be closed.
Thank you,
Ethics & Compliance Manager
Initial Complaint
07/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
5/2/2022 Went to TCC ********* to purchase new phones. My husband's phone traded in was an Android phone - he purchased a ******** Moto Edge 5G. I was told that it would cost $1.00 per month for this new phone after the trade in by ***** at this store. I received my first **** and the credit for his phone was not there - I called and she said she would take care of this, I called for the next three months - still not taken care of. Today I called and she said she has done what she could, I needed to call a ************************ Rep. I called them, on the phone for one hour and 2 minutes - had a three way with the Hornell TCC ******** got disconnected, no one returned my call. I call ************************ again and got a different person, on the phone with them for 1 hour and 51 minutes, tried a 3 way with Hornell store again - ***** not available, ended up telling me I needed to call TCC in Hornell and speak with the manager. I called TCC ******* ******** ***** told me the Mgr. would be in on Monday, mind you when we tried to 3 way with her she was on break and not available. ******************* up on me - I tried calling three more times, hung up on me two more and then stopped answering the phone - I am sure they have caller ID and could see it was me. We are being charged $17.49 per month for my husbands phone when I was told it would be $1.00 per month. I want to be credited for what I have paid so far and for the remainder of the phone payment schedule. No one seems to know what promotion code ***** used so that the phone would be $1.00 per month, she gave me the trade-in-receipt for my phone but not my husbands on 5/2/22. I think ***** screwed up, this in NOT my fault in anyway, I have lost my patience on this issue and want it resolved. I will call on Monday when the Manager supposedly will be in. Thanks for listening.Business response
07/30/2022
Good Afternoon,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Business response
08/10/2022
Good Evening, ********************
I am following up in regards to 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 **************** of 08/09/2022. A check request in the amount of $350.00 has been submitted to our ******************* Please allow ***** business for full processing of the check request per our policy.
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
08/20/2022
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.
Thank you so much for working with me on this matter - I appreciate it.
Regards,
*****************************
Initial Complaint
07/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a phone that was $699 and the guy at TCC told me that I only owed $349.99 so I paid that. The balance of $350 would be charged to my ******* account but would also be credited. I talked to ******* this morning and they are not crediting the account and said that I would have to work with the store. The store associate did a bate and switch on me and I want the balance paid in full and or removed completely immediately. They have already taken **** one time and another payment will be taken on the 23rd. I want my account credited the entire 350 balance so it can be removed completely.Business response
07/21/2022
Good Evening,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Business response
07/30/2022
Good Afternoon,
I am following up in regards to 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 ******************** of 07/18/2022. A Customer Satisfaction Request has been submitted for a credit of $10.00 back to the customer. Please allow 2-3 **** cycles per ******* Wireless policy (not TCC).
In regards to the $350 credit per field leadership, this was half off the iPhone 12 which normally goes off automatically, but the customer just got it at the end of May and appear it may have not gone through naturally yet with ******* Wireless (as credits can take 2-3 **** cycles to be applied), if there was something wrong then the store would have done a PCA but it looks like the customer paid the remaining $350 of the iPhone as a down payment so there wouldn't be a change on the **** once the credits hit. However, after further review a PCA was submitted and this information was communicated to the customer by our ****************** Wireless Contact Center.
This concludes our investigation at this time.
Thank you,
Ethics & Compliance Manager.
Initial Complaint
07/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On 7/8/22, I went to TCC ******* located at ********************************************. On that date, I purchased 3 telephones, which were added to an existing ******* acct. After being in the store for nearly 2 hours, I needed to leave and did not look at my receipt until the following day. I noticed some charges that appeared suspicious ($29.99 redux water protection membership per phone and a $29.99 setup assistance charge per phone). After further research on BBB and the internet, I learned that TCC was deceptive in their fee charges. I returned to TCC on 7/9/22, and spoke to the same 2 reps from the previous day. They informed me they could not refund me any of the questionable charges even after I apprised them that I did not want the membership, nor did they allow me to opt out of it. I requested that the District Manager, ******, contact me. After not hearing from DM, I contacted ******* on 7/10 and 7/12. On 7/12, the ******* rep offered to place a 3 way call to TCC to arrange for a refund. When I was connected to the call after approximately 1-2 minutes, the TCC rep quickly indicated that I could return to the store that day for a refund. I was under the impression all of the fees would be refunded. However, when I arrived, she indicated she could only refund the $29.99 redux charge per phone. I informed her that this was unacceptable. She left and went to the back of the store to reportedly call the DM and returned stating that they would not refund the set up assistance charges, despite ******* informing me, and likely her, that this should not be charged in any store. I inquired who she is actually employed by and she reported she is a ******* employee. I once again reiterated that ******* directly informed me that their stores do not charge these fees and that they need to be transparent with customers. I have yet to hear from the DM regarding a refund of the setup fees per phone.Business response
07/18/2022
Good Afternoon,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Business response
07/21/2022
Good Evening,
I am following up in regards to 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 **************** of 07/18/2022. Please see the attached Refund RQ Sales Invoice of the Setup Assistance Fees being returned back to the customer in the amount of $97.83.
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
Initial Complaint
07/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In November I purchases a Galaxy fold z during a promotion that made the phone half priced. It is now June and I am still being charged full price. Initially in November ****** told me to keep an eye on the ****. In December or January I told him it was wrong, he said he would fix it. About a month ago now I started going in regularly to try and get this resolved. Staff in store sent ****** (who is now a manager of some kind at a different store) an email about my issue. ****** never responded. I then called his current store in chillicothe 4 times leaving him messages to contact me to help resolve the issue. One of those calls ended with an employee sending him an email. He never responded to me. I then started going back into the store in ******* repeatedly. In the last two or three weeks I have been in at least five times to try and resolve this. Each time the conversation centers around in store staff saying they are in contact with their upper management to resolve the issue, yet nothing has happened. Twice I have been told "I will call you tomorrow one way or another to let you know what is going on," but no phone call was ever received. Whatever manager that was being communicated with was supposed to be in store this last Thursday, and I was told they would resolve it while she was there. It has not been resolved, no one has contacted **** am not asking for freebies, I want my phone at the price I agreed to pay. So far this has been the worst experience I have EVER had with a phone company and I just want my phone to be the agreed price.Business response
07/14/2022
Good Evening,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance ManagerBusiness response
07/21/2022
Good Evening,
I am following up in regards to 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 within. **************** as of 07/15/2022. The promo was applied to ******************** ******* Wireless account on 07/07/2022, and will organically be receiving back credits for the months missed on promo per ******* Wireless. The field leadership contacted **************** on 07/15/2022 the information and was very happy the matter being resolved.
This concludes our investigation.
Thank you,
Ethics & Compliance Manager
Customer response
07/22/2022
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
07/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hidden fees. Charged for redux water protection without asking for permission. Inability to provide documentation with regards to redux water protection. iPhone 13s are water resistant- therefore coverage does not apply. Refusal to refund redux water protection fees.Business response
07/05/2022
Good Evening,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Business response
07/08/2022
Good Morning,
I am following up in regards to 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 07/06/2022. Please see the attached Refund RQ Sales Invoice of the Setup Assistance and Redux Membership Fees being returned back to the customer in the amount of $95.37.
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
07/11/2022
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,
*******************************
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