ComplaintsforVictra

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Predatory sales tactics performed at this store that give one price up front (iPhone for example) but then tack on "bundles" at the point of sale. They do not provide an itemized receipt at point of sale, and engage in semantics through saying "you will be paying your carrier upgrade fee today" but do not disclose that this is a backend charge on the ******* account statement. Their "upgrade fee" in store is actually a separate charge that is not explained to the customer. They also employee language such as "comes with the phone" or "included with the phone" but then itemize a charge separate of the phone.

  Business response

  06/18/2024

  Hi *****************,
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused.
  After further research our team has confirmed that a refund for the screen protector in the amount of $77.57 was processed back to your original form of payment on 6/4/2024. Along with a one-time bill credit that was applied to your ******* account in the amount of our instore set up and go fee ($39.99) on 6/5/2024.
  The reference number for the applied credit was email on 6/6/2024 via the Victra support ticket our team created on your behalf after emailing us at Wecare. Here is the reference number for the applied credit (1959898258). 
  The remaining amount of $91.61 are taxes associated with the device itself. If you are tax exempt the proper documentation should have provided at the time of purchase. If you have further questions, please dont hesitate to reach out to us so we can further assist you.
  Respectfully,
  Victra Guest Experience Team 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I did an on-line order at *******.com. I was prompted to either have it shipped or p[ick it up locally, which seemed faster.. My order was sent to Victra, an authorized dealer. When I went to pick up my order the salesperson said there was a problem andI would need to cancel my order and place a new one with them. I didn't want to do this because I got an "online only" price and didn't want to lose my discount. I called ******* and they said this was a common scam dealers do to try and increase their own commission.

  Business response

  05/23/2024

  Hi *******, 

  Thank you for contacting Victra! We were glad to hear that our store leadership team was able to connect with you and assist. We apologize for any inconvenience this may have caused, please reach out to us directly at ********************************* if there is anything we can assist with further. 

  Respectfully, 

  Victra Guest Experience Team 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  False Advertisement of Retail Stock Bought a phone from ******* Told it was in-stock at the *Authorized Victra Retailer*Only to be told they are not in stock And Store Location making it difficult to contact, they do not answer phones despite calling multiple times throughout the day

  Business response

  05/16/2024

  Dear *****,  
   Thank you for contacting Victra! *******s online ordering systems do not provide real time inventory updates of Victras inventory, this does cause delay and at times cancellations of orders. To review the details of the order delay or cancellation please reach out to ******* directly at ************.  I apologize for any inconvenience this may have caused. 
  Respectfully, 
  Victra Guest Experience Team   

  Customer response

  05/16/2024

   
  Complaint: 21717216
  
  I am rejecting this response because: the response is unsatisfactory and unacceptable. You are responsible for the false advertisement of stock and allowing your employees to spread misinformation for the sake of a sale.
  
  Sincerely,
  
  *********************

  Business response

  05/16/2024

  Dear *****,  
   Thank you for contacting Victra! *******s online ordering systems do not provide real time inventory updates of Victras inventory, this does cause delay and at times cancellations of orders. To review the details of the order delay or cancellation please reach out to ******* directly at ************.  I apologize for any inconvenience this may have caused. 
  Respectfully, 
  Victra Guest Experience Team   

  Customer response

  05/20/2024

   
  Complaint: 21717216
  
  I am rejecting this response because:

  Victra refuses to acknowledge nor accept any wrongdoing, nor reprimand those that caused this terrible transaction.

  I ordered phone on 5/14 at 4 pm

  I called on 5/15 and  on 5/16 to ask about order, only to be told they do not have it.

  So explain to me, Why on 5/17 when i picked up my phone finally, the Shipment Receiving Sticker was dated FOR 5/15.

  Meaning this Victra Store LIED about not having my purchased item in stock for 3 DAYS

  I will not accept anything outside of satisfactory credit towards my account

  
  Sincerely,
  
  *********************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I signed up for ******* they had a trade your phone in for a free iPHONE 15- So I gave them my new ******* phone, signed up for their service 100- per month plus 5 per month for the watch. They charged me monthly payments for the Iphone stating they could not locate the phone I traded in.. Which is untrue- I even gave them the store information that I received this at. So they took a 1500 phone. I filed a complaint with BBB- They agreed to remove the charges. I am still being charged- plus my bill is double every month, so this bill that was supposed to be 105 per month plus taxes and the watch has turned into 250 per month, plus they are stating I still owe over 600 on the FREE IPHONE.. This is unbelievable- now they have disconnected my service due to me wanting the phone charges removed and an explanation as to why my bill is double what is supposed to be. They allowed an employee to take my new ******* phone in trade and keep it- I am beside myself- how can they get away with this

  Business response

  05/03/2024

  Cellular Sales has attempted to reach out to the customer and also determined this was not a Cellular Sales related issue. We have confirmed the purchases in question took place at a Victra location. The customer can reach the ********************** store at ************** or the Victra **************** line at **************. Cellular Sales considers this matter closed. If you have any questions, please contact Cellular Sales **************** at **************.

  Business response

  05/12/2024

  Hi ******,  
  

  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. We have tried to contact you and have not heard back, if you could please email me more information at ********************************* 
  

  Thank you, 
  

  Victra Guest Experience Team 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unauthorized purchase on another state. A smart phone $1,400.Verizon authorize without my consent the purchase of the device by my estrange husband. He was the second in account. They upgraded his title to Manager of the account without my consent. I only knew of the charges when they appeared on my bill. My husband was removed off my account on march 14 . 2024

  Business response

  04/18/2024

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  Customer response

  04/18/2024

   
  Complaint: 21586267
  
  I am rejecting this response because:

  It doesnt resolve issue. It just says that I will be contacted. Im providing exact location of the here fraud was made. VICTRA ******* ***************************************************. I understand business needs time to complete investigation. 
  
  Sincerely,
  
  ***********************************

  Business response

  04/25/2024

  Hi Listete, 

  
  Thank you for contacting Victra! We appreciate your time and feedback, we apologize for any inconvenience this may have caused. We are eager to further assist and help resolve your concerns. We are unable to locate a customer record in our database that corresponds with the information youve provided. Please email us directly at ********************************* with the phone number that was used at time of transaction or the invoice number from the transaction. 

  
  Respectfully,   

  Victra Guest Experience Team 

  
  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **************** Rep ****** offered a new ******* home wifi device for us to try. Said if we chose to return device, simply return device to store. Device not compatible with home, signal weak and insufficient. Attempt to return device to store after 2 days. ****** said their store doesnt accept returns. Called ******* to request return label and box. Never received return label. Went to different main ******* store for resolution. **************** rep checked my home address and asked why we were offered device as our home address does not qualify for home wifi as there is no signal strength in my area. Rep confirmed that the Victra store in ****** had entered an address in the city of ********** (several hundred miles from my home) to ensure the home wifi device would qualify for service. The return label and return box are being mailed to the fake address in ********** as this false information was entered by Victra. My husband and I returned to Victra and videotaped ****** admitting he entered a false address in order to falsely qualify our home address and so he could receive a commission. Deception and misleading. We were charged ************************************************************************************ location to return this to.

  Business response

  04/24/2024

  Hi *****, 

  Thank you for contact Victra! We were made aware from our Store Leadership that this has been resolved, we apologize for any inconvenience this experience may have caused. If there is anything else we can further assist with please do not hesitate to reach out to us directly at *********************************. 

  Respectfully, 

  Victra Guest Experience Team

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased a new phone per the promotion that Victra had provided. The salesman decided I needed many additional accessories in addition to the phone. This purchase was made on February 5th 2024 with a total of 287. 14 to my **** debit card by the salesman *****. I decided to return the accessories because they were not needed. ********, the manager, attempted to put the funds back on my debit card but it would not work with their machine so she said I would receive a check in the mail in ******************************************************************* ***** to tell them that I did not receive credit or a check. The assistant manager said he would have ***** contact me the next day and no contact was made from ***** or the store. I stopped by again and the employee told me that they would never send a check for a refund. I asked them to have the manager please call me. ******** called me March 28th and apologized and said the refund would be in my account within 18 days from March 5th. I asked her how they would put it in my account since they do not have my account number and she said they had it on file. I stopped in again on April 11 again and the manager was in a meeting and could not speak to me regarding this situation. They said I could call an 800 number that was a ******* number which I had done in the past but ******* said that this was a locally owned store and they needed to fix the problem. ******** called me from a cell number on 3/28/24 which was ************. I would just like my money back for the items returned it should not be this difficult.

  Business response

  04/15/2024

  Hi ********,  
  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that this was resolved. Our accounting department was able to confirm that a Corporate Refund Check was sent on 2/23/2024.
  
  Weve submitted a request to have the original Corporate Refund Check voided and a new Corporate Refund Check reissued to the mailing address youve provided. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided. If you havent received the check within 4-6 weeks, please do not hesitate to reach out so we can assist.  
  Please if you have any questions, feel free to send an email to *********************************  
  
  Thank you, 
  
  Victra Guest Experience Team  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Went to ******* store on 3/25/24 with my family. Originally wanted just an Apple Watch, but was told our plan was old and that they could improve it. Said there is one charge of $40 and $35 for each device, plus the sales tax. We had 5 devices in total. *****, the world class liar, charged $40 for each device. I had to pay $160 more than what I agreed to, after he swiped the card and transferred our phone data to the new phones. The liar also said that ******* was free, and $10 appeared on my bill. After 25 years of dealing with *******, i will cancel the service after the 3 year period. ******* in ***********, **. Also, staff there said it is IMPOSSIBLE to talk with *****, the store manager or **** the district manager.

  Business response

  04/15/2024

  Hi *****, 

  Thank you for speaking with me today. Were sorry to hear about your unpleasant experience at a Victra location! As reviewed on the phone today we have researched the transaction and have posted a one-time credit to your ******* account for the amount of the 5 Set Up and Go fees and a $10.00 credit for the ******* subscription.  Here is the control number for the applied credit 1958187394/1958085682 ($206.97).  We apologize for any inconvenience this may have caused and do hope youll return to one of the many Victra locations. If we can be of any further assistance, please contact us via email at *********************************.  

  
  Respectfully,  
  Victra Guest Experience Team  

  Customer response

  04/16/2024

   
  Complaint: 21559134
  
  I am rejecting this response because:  While I appreciate your response and the credit to my account, please keep in mind that I never asked to receive any money back with the store **** ******* custom service, or Victra.  My true complaint is that the store personnel are lying and have deceptive practices.  I wanted to discuss my experience with the Store Manager and the Distric Manager.  I was told by the staff that it is impossible to speak with anyone.  I find it unsettling that I cannot speak with management of a business that I choose to frequent.  I would be satisfied, after I let the local management know what is going on in their store.
  
  Sincerely,
  
  ***********************

  Business response

  04/19/2024

  Hi *****, 

  Thank you for contacting Victra! We were made aware by the location leadership that they were able to connect with you to discuss the situation further, we appreciate your time and feedback.

  Respectfully, 

  Victra Guest Experience Team

  Customer response

  04/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I did in fact speak to *****.  Frankly, I got the feeling that he did not care, and skirted around my question as to why it took him over 30 days to call me.  ****** his staff did not give him the countless messages I left for him, or he only decided to call me because the BBB complaint.  I told him that the actions of his staff are on him, as he would have trained them.  Do I believe that they will treat customers fairly and honestly?  Probably not, but at least I was able to let him know that I will not be a silent victim to their deceptive practices. I also reminded him that ***** told me that the phones on my new plan were $5 each.  I have yet to see it listed on the bill this way.  ***** said it takes time for the bill to update with credits.  This remains to be seen.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Dec 4 2023, I did an early upgrade on my phone & took advantage of the offer ******* offered for a free watch, ************** The employee, **** never returned my old phone. After that it was a nightmare, they took a payment of $846.29 out of my account, shut off my service, and the store would do absolutely nothing to resolve the issue. They gave me back the old phone which had been tossed in a ********** had to deal with the headache of fixing the problem

  Business response

  04/11/2024

  Hi ***,  
  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further review and discussion with our ***************** Theyve confirmed ******* care was able to assist once the device was returned and applied a total bill credit adjustment in the amount of $1036.94. Please if you have any questions, feel free to send an email to *********************************  
  
  Thank you, 
  
  Victra Guest Experience Team 

  Customer response

  04/22/2024

   
  Complaint: 21531699
  
  I am rejecting this response because:  

  I am not satisfied with Victras response. They did nothing, I had to do all the communication with ******* after Victra made me he mistake. ******* took money out of my account to cover a phone that **** at Victra threw in a drawer & forgot about. I had to close out my atm card, was without money for 10 days. I feel I deserve compensation

  Sent from *************** (*******************)

  
  
  Sincerely,
  
  ***************

  Business response

  04/22/2024

  Hi ***,  
  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further review and discussion with our ***************** Theyve confirmed ******* care was able to assist once the device was returned and applied a total bill credit adjustment in the amount of $1036.94. Please if you have any questions, feel free to send an email to *********************************  
  
  Thank you, 
  
  Victra Guest Experience Team 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 3 2024 I went to ******* to purchase a iPhone 15. Three weeks later I got a bill for $198 found out there was another phone number number on my bill that shouldn't be and they turned my phone off on March 26 er went back and forth with the other line being on my account they sent it to the fraud department they adjusted my bill to $128 that included a $35 activation fee, but still didn't turn my phone on so I wanted my money back and they refuse and I wanted to give the phone back but they said 30 days has passed that's because we went back and forth about the extra line being on ** account that they won't take off. The store owner that did it was fired but I'm still paying for her mistake so I'm stuck with a phone that they want cut back on even after I paid the bill.

  Business response

  04/15/2024

  Hi Faith,  
  

  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that this was resolved, and they have contacted you. Please if you have any questions, feel free to send an email to *********************************  
  

  Thank you, 
  Victra Guest Experience Team  

  Customer response

  06/14/2024

   
  I had purchased an iphone in February of 2024 the Manager **** had have gave me a temporary number then ended up giving me another number I started being charged for both lines nobody ever fixed it and **** ended up getting fired. So I dealt with a lady at the store named ************ filed a complaint thru BBB. I returned the phone to the store on March 2, 2024 to ***** and it ended the contract., I started receiving bills like I still have the phone. I called customer service it shows I returned the phone but ***** at the store that I returned the phone didn't cancel the device contract and I need to go back to the store ***** resigned so they said they need to locate the phone in the meantime I'm still being charged even though it shows I turned the phone in. ****** is the person that I talked to in the store now he told me to call him in a couple of days and when I do he doesn't answer so I don't know what to do his number he gave me is ************ he told me to call him back on wednesday June 12th I've been called for 2 days now. **************** gives me the run a round also saying they can't do anything I have to go to the store where I turned the phone in at which I have ****** said he can't get on the system where the bill of sale is which I don't know why he couldn't. so its a lot of back and forth with nothing getting resolved and I'm being charged late fees and I will be charged for the phone of $800 and it can go on my credit, but I don't have the phone

   

  I want the to cancel the device contract so I can stop being billed because I turned the phone in on March 2, 2024 which they see that but I'm still being charged like I have the phone because the device contract wasn't cancelled.

  Business response

  06/18/2024

  Dear *****,
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. During our research we have found that you returned your device on 4/10/24. The device was not properly disconnected resulting in you still being billed for line ending in 4464. We have worked with our **************** to remove the device agreement that was attached to line ending in 4464.
  Additionally, Victra has also accommodated the charges on your bill from 4/10/24 to current as a one-time bill credit to your ******* account in the amount of $193.23. Here is the reference number for your records 1960345087.
   Unfortunately, we were not able to disconnect the line on your behalf, to disconnect the line you would need to call into ******* customer care at ************ and have that line removed to prevent further charges. If you have further questions, please dont hesitate to reach out to us so we can further assist you.
  Respectfully,
  Victra Guest Experience Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩