ComplaintsforTCC

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8-20-2021 my wife and I went to change our cell phone provider from boost mobile to ******** the representative checked our phones to see if they were compatible, he said they were and we proceeded. It cost $215.45 total. I paid and he said that it would be 24 to 48 hours till it would be done. Today is 9-13-2021 and we still can't make or receive calls. Wanted a refund and being cursed at was told no. This is after another representative discovered that they aren't compatible. The manager said not my problem. Now I'm out of $215.45 and haven't been able to use my phones . all I want is my money and sim card back.

  

  Business response

  09/17/2021

  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

  09/20/2021

  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,
  
  ***********************
  

  

  Business response

  09/23/2021

  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. Here is what we learned directly from ******* Wireless as Billing/Service is provide by them and not TCC. TCC sells product (devices) and accessories. 

  1. On September 12th ****************** had come in and was wanting a credit for his prepaid service They were unable to refund him and let him know they would reach out to myself.

  2. Reached out to **** via email on 09/13 - we had email communication as he said he couldn't use his phones but then he did proceed to say he could text and we also text.

  3. Worked with the retail store and my internal Ops team (VZW) as well as calling Prepaid customer service. Because of confirmed usage and based on test calls we could not refund prepaid service.

  4. ****************** was informed that my internal escalation stated only our Prepaid support team were the only team that had the system ability to assist him further but I also did let **** know based on usage and test call/ability to add money a refund was unlikely. I provided him that contact information.

  5. After talking to the agent leadership, and the ****************** this sounds like it was a port issue and that the prepaid temporary numbers worked (confirmed by test call/usage/ability to add money) and that the store on more then one occasion educated the customer with the proper steps to resolve this issue to get their numbers ported over which would require working with the other carrier to get numbers released/correct port information.

  We consider this matter to be closed at this time. 

  Thank you, 

  Ethics & Compliance Manager. 

  Customer response

  09/24/2021

  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,
  
  ***********************
  hello, I have attached the copy of the receipt that clearly states 8-20-2021 not 9-12-2021 yes we could text but couldn't send or receive calls,due to the employee that checked to see if they were compatible. We only proceeded because he said they were. They were not. And I don't have a phone just for texting. I missed quite a few calls including from my dr. ***** has caused me to reschedule my surgery. Wouldn't have switched carriers if it wasn't compatible.

  

  Business response

  10/18/2021

  GoodAfternoon,

  
  Thankyou for your reaching out again based on our final response from09/23/2021. Yes, ****************** purchased on 08/20/2021. However, it wasstated that ****************** returned back to the store location on 09/12/2021. To clarifythe issue, this was related to port issue not compatible. Unfortunately, TCConly sells products (devices/accessories) the Service/Billing goes through******* Wireless directly. ****************** will need to contact ******* CustomerCare ************** on further on the service issues.
  

  Atthis time, we consider this matter closed.
  
  
  Thankyou,
  

  Ethics& Compliance Manager

• Initial Complaint

  09/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We went to the TCC in Marion because the building was labeled Verizon. They 100% promote themselves as "Verizon". We only went to the store because we thought that we were dealing with Verizon and not a 3rd party seller. When I pointed things out on the Verizon webpage that were different, they didn't say "we are not Verizon", instead they told me that the webpage was misleading. They told me various times that I would pay sales tax & fees today. I, assuming this was Verizon, assumed these were the normal fees that are charged on a cell phone bill. When I got home, I looked at my receipt (which they did not give me until I was walking out the door) and saw that it was not a Verizon receipt, but a TCC receipt. I saw that they charged me $44.99 for setup (which they did not do, I took the phones home in their boxes and a $49.99 fee for water protection, of which I don't want/need. When I called to get his refunded, they refused claiming they told me about them and they gave me deal.

  

  Business response

  09/13/2021

  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

  Customer response

  09/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15841114, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The business stated that they needed a few business days to investigate and get back to me. I has been 1.5 weeks and they have not gotten back with any resolution. I have no choice but to reject their response because it is incomplete.

  
  Regards,
  
  Tara Kaser

  
  

  

  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 ************** and will be receiving a full refund in the amount of $94.98 via check request. This was processed and sent out on Wednesday, October 6th.

  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 as this time.

  Thank you,

  Ethics & Compliance Manager

• Initial Complaint

  08/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On January 25 2021, i purchased a ** V60 Thin Q. I was told by the sales ********* that i would recieve the dual screen in the mail. Upon talking to the store, i was told it would be upto 6 weeks. After that i got the prommotional number and contacted them. The promotion was over and my phone was never registered. That is the prime reason i got the phone. The phone has had issues since. It has been replaced twice through Asurion. After talking to **, Asurion, and ******** i still have a defective phone and no dual screen mount

  

  Business response

  08/30/2021

  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

  09/13/2021

  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 ************** as of 09/02/2021. The District Manager was able to ************** in alternate device and shipped for the warranty. ************** will be receiving a ******* S21 Plus from Asurion (3rd *********************** that ******* Wireless has a contract with). ************** was happy with the resolution.

  We consider this matter to be closed at this time.

  
  Thank you,

  
  Ethics & Compliance Manager

   

  Customer response

  09/13/2021

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  08/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Horrible customer service. We were lied to about trade in credits. took 3 months to trade in the phone on their end. Promo was over and couldnt back date the deal. Left us paying on phone that should of been free per the sales rep. DM called and said he could only give us $100 credit. Will not go back.Sale ******* DM *****.

  

  Business response

  08/19/2021

  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

  08/24/2021

  Good Afternoon,

  
  I am following up in regards to yourcomplaint. Upon our internal investigation and according to the recordsmaintained during our normal course of business, please be advised of thefollowing information which I offer to the best of my understanding based onthe conversations with key individuals close to the situation including *******Wireless. This matter was resolved on 08/02/2021 with *************************** (*******Account Owner). Here are the details of the matter. On 04/06/2021 and04/07/2021, **************** came into our TCC Norton, OH store location andpurchased (upgraded) two (2) ******* Galaxy S21 Ultra 5G 128GB Phantom Silversmartphone devices and one (1) ******* Galaxy S21 5G 128GB Phantom ****. *************** qualified for the Up to $440 off Select Smartphones withUpgrade and Damaged Trade-In Accepted promotion with certain qualifications. It was mentioned by **************** wasinformed at the time sales they would also qualify for the $800.00 off Select Smartphones withDamaged Trade-In Accepted with certain qualificationsbut after further review with the store Indirect Account Manager with ******* Wirelessonly one (1) of the promotions were legitimate. The local Indirect Account Manager at ******* Wireless alsowas unable to help any further on the matter since the qualification were notmeet on the second promotion. The stores leadership and **************** came toagreement of resolving the matter. **************** is receiving the monthly **** credit off ($4.16 per line of the ******* Galaxy S21 Ultra 5G 128GB Phantom Silver) their ******* Wireless Account (per their billing system) not TCC. Total credit $200.00 over 24 month period. The promotion Up to $440 off Select Smartphones with Upgrade and Damaged Trade-In Accepted was credited to the customer on 08/02/2021.
  

  VZW Account Remarks:

  
  *08/04/2021 17:09:03PMT RECEIVED FROM: DTSPA | VENDOR: DAT| CENTER: ****** |PMT TYPE: PA |PMT **** ****** |PMT DATE: 08/04/2021
  

  *08/02/2021 12:45:59Contact Name: s1sauas MDN: ********** LOC:N104701 UID: N104701 AGENT NAME: s1sauas TCC Location N104701: providing one-time courtesy credit in the amount of $****** in regards to Promo Issue related to OST ****** - Up to $440 off Select Smartphones with Upgrade and Damaged Trade-In Accepted - Consumer Indirect. Store (TA) gave wrong information to customer. Honoring promo and credit as customer satisfaction.
  

  *It was notated in the customers profile in our *********** Systems that **************** was received $200.00 off their next purchase of devices.

  *Grand Total of credits is $840.00 ($200.00) of that is noted in the TCC POS system.
  

   

  We consider this matter toclosed at this time. If you have any further questions, please contact *******Wireless *************) directly.
  
  Thank you,
  
  Ethics& Compliance Manager.
  

  Customer response

  08/26/2021

  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. 
  
  I did not agree to anything. When I spoke to the manager I advise I would be filing a complaint and leaving negative feed back. I Should of received about $2000 to my account the they offered me 600 plus credit in the store. I do not want credit in the store because I will not be doing business with TCC again. What I want to see happen

  Galaxy S21-I was told it would be free monthly due to the $800 credit for trade in

  Galaxy S21+ Ultra- Should get a $800 credit And should be a small monthly amount on my ****

  Galaxy S21+ Ultra-Should of been $400 credit instead they messed it up and gave me a **** credit. Which does not help the monthly installment on the phone

  Anything besides this is not accepted. I filed a complaint on there website and the customer service said that the DM was in the wrong and this should of been fixed but they said since I filed a complaint through BBB they could no longer help me since it is with legal. I am willing to drop the complaint if the correction action are done.  So 3/3 transaction I was lied too and the deal were not applied. They credited my account vs crediting the line. I didn't want a **** credit I wanted it applied to the phone like they said. I just want the correct prices on my phone per month. I am paying extra each month due to TCC messing up my ****.

   

  If TCC would like to contact me my number is ********** or **********

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

  
  

*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. ↩