ComplaintsforTCC

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to this place of business on Monday, August 16, 2021 and purchased two new iPhones and two new Apple watches. We traded in two iPhone 7s and an Apple Watch. To this day, we have not been appropriately credited for our trade ins and we have an extra line added to our account. We have attempted to resolve the issue with this business three times. The second time, we were assured that a manager was resolving the issue. We have been inappropriately charged each month and have spent several hundred dollars more than we should have for equipment that we dont even have in our possession. I feel this is theft on this businesses end since they refuse to help solve the issues. Im confident we can be viewed on security cameras actually trading in the devices. I am desperate for someone to help me resolve this as I am not able to cancel service without having to pay cancellation fees.

  

  Business response

  01/03/2022

  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

  01/12/2022

  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. It has been determined per ******* Wireless that all promotions and credits **************** is disputing have been applied on 12/06/2021. Ms. ********************* cycle with ******* Wireless ended on 2nd of the month, so she will see all promotions as well as the back credits on the **** that will be due for this month. **************** also received additional credits from ******* Wireless of the Activation Fees twice. If **************** has any further questions related to promotions, credits, and billing she will need to contact ******* Wireless directly *************). 

  We consider this matter to closed at this time.

  Thank you,

  Ethics & Compliance Manager

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 10/20/21 1) Walked into store and i was told i was eligible for a ****** upgrade promotion if I traded in my Iphone XSMax 2) Opted to take the deal, salesperson asked if i would like to "Pay over 24 months or pay in full", I chose to pay in full ****** for the new iphone and my Perfect condition XS Maxx. 3) 20 days go by and my next **** is ****** for (ONE) line and the bills to follow were being adjusted to ****** dollars per month. When i purchased the phone the salesperson told me my bills would not change, also stated I own the phone, and I recieved a **** dollars owed reciept for the phone. 4) called ******* and they stated "the ****** was a down payment and you financed the remainder. 5) They to told me to return the phone if i wasn't happy because I was in the 30 day window. 6) I returned the phone and was provided NO PAYMENT, but told there would be a check in the mail. 7) They kept my Old phone and said it belongs to ******* now.

  

  Business response

  11/23/2021

  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

  12/01/2021

  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.

  *************** came in on 11/18/2021 and demanded a return on the original purchase and device (Apple iPhone 13 ************************** he purchased on 10/26/2021 as he stated was lied about promotion of $550 off loyalty offer. At the time of purchase (insert date) ************** explained he was told ******* Wireless would take care of the additional $550 dollars on the device as BIC (**** Incentive Credit) off each month **** during the 24-month Device Payment Plan agreement. ************** then stated ******* Customer Care told him there was no such promotion and he could return the device to the store.

   

  **Please note TCC is a premier retailer for ******* Wireless (we are not owned by ******* Wireless) all contract, billing, promotions are directly through them and not TCC. TCC only sells accessories and   equipment per manufactures and vendors through ******* Wireless.
  

   

  *District Manager explained to ************** that his **** was accurate. His previous **** was $166 before upgrading his device. His 1st **** after upgrading was $199, this **** included the activation fee of $35, which he said ******** told him about. His new **** after activation fee was going to be $164. His argument after that was, that ******* was giving a monthly BIC for the $550. (-$22.91/monthly).
  

   

  *District Manager went in to return the device in the system and it was discovered that the line was no longer on his account, that is when he stated that he had ported his number out of ******* before he tried to return the original purchase and device.  
  

   

  *District Manager then went over the process of not being able to return the original purchase and device in the system and to ensure ************** did not get charged for the additional $550 because it would be a Force Buyout in that amount. District Manager, personally called into ******* Wireless CORE to make sure this didnt happen and spent about 3hrs on the phone for ************** to get this taken care of.
  

   

  *During that time, the District Manager also spoke to ************** about the process of returning the originally purchase and device. ************** was given the option for him (District Manager) to call him later in the day when he had enough CASH in the draw to return the device as cash (this was an exception that was offered to ****************** but not standard protocol per TCC return policy) or to go forward and process the return as a CHECK but that would take anywhere from ***** days for it to get his home.
  

   

  *District Manager asked ****************** about 10x before processing the return as check and reiterated that it would take ***** days. ************** chose to go with the check because he was not leaving the store until his ******* account was canceled. ************** was swearing at me (District Manager) most the time and being very aggressive and continue to assist him.
  

   

  *District Manager also removed the Jetpack from Mr. ****** ******* account at his request of having his account completely closed. 
  

   

  *District Manager asked ****************** about his old device (original), it was simply stated that the device had already been shipped out and there is no way for the store to get back per ******* Wireless policy. ****************** was fully aware of that at time of purchase and time of the return.

   

  ********* Wireless (Hyla) process for Trade Ins when a customer Trades In their original device for new activation, upgrade, early upgrade non-******* Wireless locations have a policy they must follow. In this case, ************** did do a Hyla Trade on 10/26/2021 during the time of the original purchase. Once the process has been completed in the system the device is then wiped and packaged up to be shipped back. Per our Sales Invoices there is verbiage at the bottom of the receipt that states the following: Comments: HYLA Trade-In NSP: Trade In devices cannot be returned to the customer and content cannot be recovered.
  

   

  *District Manager, in the end ************** was leaving the store and did apologize and thanked him for all the help.
  

   

  We have exhausted all options for ************** and went above and beyond to make sure everything was taken care of for the customer to not be charged for a device and the return process was done with customer consent. We consider this matter to closed at this time. If you have any further questions,please contact ******* Wireless *************) directly.
  
  Thank you,
  

  Ethics & Compliance Manager

   

   

  Customer response

  12/02/2021

  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. 
  
  Good morning,

  Certainly the negative feedback, including other customers complaints on the BBB against TCC and this particular store & this (manager)  I presume, speak for itself and therefore I shouldn't need to say more. TCC misrepresented the product, I was told and given a (****) balance receipt upon the original purchase. Come to find out ******* states that the ****** cash and XS Maxx was just a DEPOSIT, and I financed 55**** dollars. I was told at the store I was eligible for a $55**** dollar promotion off a phone that cost $110**** right off the apple stores shelf! Also all business was conducted and the product was ordered into the store to make sure I received the promotion. Here's the bottom line, I gave ****** dollars and my old phone in trade only to be told I financed the remaining $55****. Therefore a little simple math says, $****** + XS Maxx ($254.00) + $55**** (financed 24 months) = $1463.00 out the door for a phone I can buy anywhere for $110**** dollars. My **** raised significantly more then the amount of a (one time) $3**** activation fee as stated by the employee's as well. Now, I ask you, How is this a promotion? Nor did I receive a promotion as promised by the employees. 

     In conclusion I will entertain the comment made and accusations that I was swearing at the employees! This sounds like there should have been policing action, why were the police not called if a customer was that irate and swearing "at them"? Also, I'm always aware of my surroundings, Including the ****** large water bottle (encouraging drinking) that the district manager drank from, the sports bottle with a pink drink that ******** drank from and even the ***** CAMERAS present. How about this, why don't you provide the footage of those cameras and you'll see that the whole time I remained (sitting) on a stool across a counter from the employees. Never once did I raise my voice or "swear" at the employees. While I actually try to be transparent and honest about the situation, I would admit there may be a "slight" possibility that I could have used a swear word in context to the conversation, but never directed at the district manager or in the presence of ********  and certainly not to the extent that this story has been fabricated. In all honesty I find the district manager, very reluctant to do his job and/or perhaps he's drinking to much water and it's clouding his memory/judgement? I challenge them to provide this footage of a Irate "swearing" customer that they have portrayed, as well I challenge them to show me How or Where that promotion was applied (concerning my ****)! I'm inclined to think the video footage is probably the same place as the promotion that was promised, Non-existent. But hey everyone has a "story" to tell and if his helps him feel better about himself and better at his job so be it. 

  In closing it's my opinion that TCC should Terminate employment with this particular district manager. Not only is he lacking necessary customer service skills and reluctant to resolve billing disputes and/or promised promotions, but also embellishes the facts of (cash paying) customers, whom, ultimately provide his wage. I realize this would however create a hardship and during these unprecedented times with the (pandemic) and (labor shortage) companies are already struggling to find help and are therefore already scrapping the bottom of the barrel (employee pool) in an effort to fill positions.

  I have received the refund, minus the $5**** dollar restock fee.

  In closing 

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

  
  

• Initial Complaint

  11/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchase a new phone and watch from TCC ******** on 10/16/2021. I traded in a note 9 in perfect condition. I was told I would receive a $800 credit for my phone. I was than directed to sign the sales guys tablet. I asked whats this for, oh no worries just scribble your name here. After waiting about 45 minutes I was getting tired. He than asked me for my cc, and said it was to pay for the watch. After he gave me back my receipt, I asked about the pricing. He told me ******* will send you everything by email. Ok, by this time my blood sugar was getting low. I just wanted to go home. The following day I immediately noticed that the phone service wasnt the same. ******* advertise and guaranteed 5G.I was only seeing 4G and maybe a bar or two. I lost a few phones calls in a very short period.The watch wasnt exactly what I thought it would be. I told the sale guy, I only wanted the watch, so I didnt have to carry my phone, while I walked. The Audio app was not available to download to the watch. I than got my ******* **** in the mail. The **** showed a $300 credit to be paid back within 30 months, for my Note 9. The government took about $2.88 in taxes. Who know why? I was not aware of less taxes. Trade in a car and they deduct the trade in value against the price of the new car? Its not about the money, its about phone companies who now feel they can tell you anything and then do what they want.Imagine buying a car and they tell you your trade is worth X amount of money. You buy a new car from the same company, in order to save the tax on the full price of the new car. Then, they email you. Oh yea, we will give you monthly credit for your trade, if you dont pay off the new car before your payment plan is complete. Bottom line I have been deceived by *******/TCC. Never was I told if I decided to return my new phone, I would lose $800 dollars.They hid the cost of there phones services. Made it impossible to correct a mi

  

  Business response

  11/15/2021

  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

  11/24/2021

  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. ******************** came in on 10/16/2021 and wanted to start new service with ******* Wireless (not TCC). Please note that TCC is a premier retailer for ******* Wireless (we are not owned by ******* Wireless) all contract, billing, promotions are directly through them and not TCC. TCC only sells accessories and equipment per manufactures and vendors through ******* Wireless. 

  ******************* purchased one (1) ******* Galaxy S21 Ultra 5G 128GB Phantom Black and one (1) ******* Galaxy Watch 4 44MM Black. At the time of sales transition there was ******* Wireless promotion going on customers could get up to $800 OFF SELECT ANDROID DEVICES WITH TRADE IN ON DPP (24 or 30) OR FULL RETAIL WITH PREMIUM UNLIMITED PLAN. ACTIVATIONS only. Customers would be required to Trade In their original device and based on other qualifications. Customers are not given the promotion at the time of purchase or at a once lump sum. Its a monthly **** credit that is spread out over 24 or 30-months of the Device Payment Plan (DPP) agreement. So, for example on Mr. ********* new DPP agreement for the new ******* Galaxy S21 Ultra 5G 128GB Phantom Black for 30 months the cost is $39.99 monthly and the if customer qualified for the full promotion the $800 would be   divided over those 30 months which would bring the monthly new cost device down from $39.99 to $26.66 a month. Also, these promotion monthly credits can take 2-3 **** cycles to appear on the customers ******* Wireless account and **** per their billing system.
  
  Also,when a customer does Trade In their originally device it is immediately wiped with no customer information and reset back to the manufacture settings. Once that is completed the device is then process with ******* Wireless to be sent back to them for further handling per their policy for TCC. Per the sales invoice at the bottom, it states the following: HYLA Trade-In NSP: Trade In devices cannot be returned to the customer and content cannot be recovered. If a customer does a return and the customer requests for the original device back, we are unable to do this per ******* Wireless policy as we have no way of retrieving the devices back once they are shipped back to ******* Wireless. All further issues and questions must be referred back to ******* Wireless Customer Care.
  
  In regards to the sales tax issue. Anytime you purchase something there is always sales taxes even for monthly services. However, with purchasing equipment in store or online (verizonwireless.com) you will pay for sales taxes up front at the time purchase. The remaining amount of device monthly cost (without tax and also called Device Payment Plan) will be on the customers ******* Wireless **** each month. Now, with monthly service charges with ******* Wireless there will be state sales taxes and surcharges per FCC regulations.
  
  We consider this matter close at this time.
  
  Thank you,
  
  Ethics & Compliance Manager

• Initial Complaint

  11/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased an iPhone ************************************************** *** tracking number 1ZY840714286074170. The box was delivered on Tuesday, November 2 and was empty with only a **** for the phone. Bottom of box the tape was ripped off and put back on. I have a claim number with *** ********. I reported that claim number to the ******* Store employee ***. He said within ***** hours I should hear about this. No call. I emailed company and got Case #CS0002341 given to me on Friday November 5 and was told within ***** hours I would hear from company. Still have not heard from them. ******* Store on ******** Blvd. a lady pulled a phone for me to have once the other phone is cleared from my account, but she can not clear the phone. I need a phone ASAP I have younger children in school and my mother is in treatment for cancer. My phone this morning went from 100% battery to 10% within 1/2 hour being unplugged and turned off. I have been charged $85.10 to my credit card for activation fees (Called credit card company today to dispute that charge) Went to *** again yesterday and they said ******* has to handle the replacement of the phone. ******* does not want to help. I don't know where else to go for help.

  

  Business response

  11/15/2021

  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

  11/19/2021

  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 the ************** in our store location in ********* (*********************), ** store location and ********************* in regards to her missing device within RDS (Retail Direct Ship) which comes from ******* Wireless (VZW)directly. Unfortunately, since the new device was originally  order through RDS we were at VZW's mercy until they could cancel out the order and the store could process it on their end. The new device ************** wanted was next to impossible to have in inventory however the store was able to secure one (possibly from another store location) and hold it for her. ************** was frustrated because of the wait which we do completely understand but some things are out of our control when certain things happen. The store received confirmation from VZW that the ** (Device Payment) and pending order were removed and the ************** came in on Friday evening (11/12/2021). ************** seemed to be in good spirits and happy that the store rectified the situation.

   

  We consider this matter close at this time.

  Thank you,

  Ethics & Compliance Manager

  Customer response

  11/20/2021

  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. Nothing has been credited to my credit card regarding shipment and activation fee, but Im working with my credit card company so Im not responsible for $85.10. Thanks for your help. 
  
  
  

  Regards,

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

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around late July/early August 2021, I went to the TCC ******* in ************, ** because the speaker on my cell phone broke. I discussed with **** (store manager) whether to get a replacement (I have insurance) or a new phone. I told him I did not want my plan (which includes myself and my daughter) to exceed my current **** ($158.47). **** stated that due to my age (55), I could get two lines for $40 each and that the total **** would be the same or less even with my daughter getting a new phone as well. I asked him to double check. He did, **** said yes it would be lower or at worst the same. The full monthly first **** came due October 7, 2021 was $219.00. The most recent ****, due November 7, 2021 after I dropped insurance on my phone was $188. I have been trying for three months to resolve this to no avail. **** states he will take care of it, but there are no changes or he will talk to his manager. His manager, ***** is never available and, he cannot do it himself. After being a customer for 20 years, you would think they would be more helpful. I clearly stated multiple times I did not want the new phones if the **** was going to increase. **** assured me it would not. He lied. I need resolution. The is unfair and deceptive as you do not see your first **** until 4 weeks later.

  

  Business response

  10/27/2021

  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

   

  Customer response

  10/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16064310, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  All they said was they would review my complaint. They have done nothing. It should not take almost three months to adjust an account. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Carolyn Hagner
  

  

  Business response

  11/02/2021

  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 (10/29/2021) with the **************** in our store location in ************, ** store location and ******* Customer Care in regards to her billing issues.

  We consider this matter close at this time. 

  Thank you, 

  Ethics & Compliance Manager

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently changed my cell service from ATT to ******** When I went to TCC in ***** **** and while changing my service was told that if I upgraded my phone I would receive a $450.00 rebate. I needed to go on line and fill out the paperwork. I did this only to find out that I would only get this rebate if I kept my original phone for so many months and then switch. If I would have known this I would have waited. I believe they just wanted a commission. When I spoke to ******* about this I was told I needed to speak to TCC because they were not ******** Why is their name on the building then?? I called the store and have never heard back from them. I asked for a manager the third time and I still havent heard anything.This is a very poor business practice and would like a resolution!!

  

  Business response

  10/27/2021

  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

  Customer response

  10/28/2021

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************

  i am waiting on a response to resolve this matter

  
  

  

  Business response

  11/02/2021

  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. TCC is authorized premier retailer for ******* Wireless and not owned by them. ******************** purchased an iPhone 12 on 07/12/2021 and was eligible for a rebate (from ******* Wireless not TCC). Customers are to required to go to the rebate website with ******* Wireless and apply for it. However, we learned that ******************** has cancelled service with ******* Wireless which now will result in the rebates no longer being eligible for. Unfortunately, there is nothing else we can do at this point. ******************** will need to contact ******* Wireless *************) directly on this matter further.  

   

  At this time, we will consider this matter closed.

  Thank you, 

  Ethics & Compliance Manager

   

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a phone from this business and found it to be defective. They refused to give me a refund despite my returning the phone 7 days later during the 30 day return period because i do not have the box of the phone that they tore open to set up and activate the phone.

  

  Business response

  10/13/2021

  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

  10/18/2021

  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. Per the TCC return policy that is highlighted at the bottom of the ** Sales Invoice (see attached). All returns and exchanges must be in like new condition with no physical or water damage and must include the following: proof of purchase (store receipt,shipping invoice, or member purchase history), all original components (including device, battery, charger, manual), and in the manufacturer's original packaging. Since the device has not original packaging (box)the device cannot be returned. Also, it was brought to our attention during the investigation that the device was not in like new condition as well.Unfortunately, the device cannot no be returned.
  
  At this time, we consider this matter closed.
  
  Thank you,
  
  Ethics & Compliance Manager

  Customer response

  10/18/2021

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  First, I was not given the opportunity to even show the phone that they say was not in good condition. 

  So they cant say it was not in good condition if they never saw it because they wouldnt take it. 

  
  

  Additionally the package of the phone that I currently do not have is of a defective phone that I did not think would have to be returned and so I did not keep the box package that they tore open in order to setup and activate the phone in the first place.

  
  

  Finally, they end their response to my claim with we now consider the matter closed.

  This is a response that I find dismissive and quick to resolve an issue they are eager to avoid.

  The matter is closed when a client or customer says its closed after appropriate compensation.

  
  

  
  Regards,
  
  Mavuzi Luyengi
  

• Initial Complaint

  10/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  August 8 my husband and I purchased a cell phone with a trade in agreement for his old phone at 300 dollars. The physical trade was done at the store with the agreement that the 300 dollar trade in amount was to be deducted monthly for 24 months. We've had three bills since then with no trade in deduction and our bills have increased by 80 dollars. After two calls to the store and numerous calls to ******** they have succeeded in increasing our **** by another sixty dollars. Our ******* bills have gone from a monthly 187 before the purchase to 351 which will be due next month and the billing department doesn't have a clue as to why.

  

  Business response

  10/13/2021

  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

  10/18/2021

  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 10/16/2021. Here is a breakdown of the resolution from the store Regional Director.
  
  1. ******* was very kind and understanding and said ****** was great. She was needing explanation on her billing and promo mainly.

  
  2. We did confirm that she was credited $150 due to organic value from her husbands trade during the billing cycle July-August. This was due to her husbands $300 trade promotion not loading in RQ at the point of sale, so ****** had to process on a separate transaction and complete a PCA promo escalation. When this happens, it credits the customer for the organic value and when the promo gets applied it reverses this credit, in this case charged her the $150 back.

  
  3. Promotion is applied. Credit and Charged verified which offset each other. Also had our ******* Account Manger apply a $34 credit since ******* Customer Care didnt remove ******* Mobile Protect from her line ($17 monthly) when she originally called in to do so a few months ago. This is also resolved.

  
  4. Everything should be 100% as far as resolved and satisfaction. She was clear that she was not unhappy with the location or our employee ******.
  
  

  At this time, we consider this matter closed.
  
  

  Thank you,
  
  Ethics & Compliance Manager

• Initial Complaint

  10/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 4th I purchased a new phone from their Plainfield Il store. They pass themselves off as a Verizon store. Their signs all say Verizon, no where is it clearly marked that they are not a corporate store. They set up my phone and charged 29.99 to do this but don’t state ahead of time they charge for this. Second they charge 10 dollars more for the identical phone then Verizon. Again they pass themselves off as Verizon itself. I spoke to an employee about these charges after I paid and got my detailed invoice ( which they don’t show you till after the fact). He stated I needed to speak to a manager but as expected none was available. I then tried calling their corporate number and it just goes to voicemail and no one calls back

  

  Business response

  10/13/2021

  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

  Customer response

  10/14/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16003737, 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.]
  
  Regards,
  
  Arnon Rubin

   

  they stated they will contact me. I have not heard anything. I fear that they will not respond. This is my experience when I tried contacting the company directly. My calls went to a phone triage / voicemail system never to be heard from again. I can’t close this matter till I get an actual response from the company.  Thanks.

   

  
  

  

  Business response

  10/18/2021

  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 Mr. Rubin as of 10/07/2021. Please see the attached refund of the RQ Sales Invoice #14049IN5282 in the amount of $29.99. In regards to the price different of device cost. Unfortunately, for this particular device (iPhone 12 128GB White) that was purchased on 10/04/2021 TCC is $10.00 higher than Verizon Wireless.
  
  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

  10/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 23, 2021 I traded an iPad in on a new one. I was Promised $334 credit for the trade-in and that it would be credited to my account within a 3 month billing cycle. This has never happened. I have had several discussions at the store in ************* as well as several calls to their corporate number. Last Friday, September 24, 2021 I was called by the local store and told that finally a credit would appear on my account within a week. This has still not happened. I was also told not to make any large payments to my account until I see the credit. Since I didnt at their request, I have past the due date and been charged a late fee. So the 3 months had turned into going on 6 months and I cant seem to get it resolved. Today I tried to call ******* directly, and was told that all their service centers are closed even though it was during their posted hours of operation.

  

  Business response

  10/05/2021

  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

  10/15/2021

  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 the ********************** has received a full refund via credit on their VZW account in the amount of $******, remarks below.

   

  • 10/05/2021 18:15:01PMT RECEIVED FROM: DTSPA | VENDOR: DAT| CENTER: ****** |PMT TYPE: PA |PMT **** ****** |PMT DATE: 10/05/2021
  • VZW Remarks: TCC Location X523801: providing one-time courtesy credit in the amount of $****** in regards to Trade In Issue related to the *** for credit was incorrect. The *** that was original processed was ************ instead of ************. This was credited back in April and VZW/Hyla was unable to reverse at this time. Honoring Trade In Issue credit as customer satisfaction. Thank you, E&C Manager.

   

  We have counseled and coached all employees to ensure we are selling with integrity and providing the best business practices to our customers. We consider this matter to be closed at this time.

   

  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. ↩