ComplaintsforVictra

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Initial Complaint
07/24/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased 3 new phones. One phone has discount applied correctly. Other two phones did not have discount applied correctly. Returned to store in ********************* multiple times to try to get problem fixed. Was told by multiple employees that the only person who could correct problem was manager, who was never at the store. In February or March was informed manager quit and didnt know how long til they had a new one. Called customer service and again was told the only person who could correct problem was the manager. In April found out where new manager was and went to store on Buttermilk **** to talk to him. He told me he could do nothing except fill out paperwork to get me a refund for $260, which is the difference in the promotion discounts. I have texted him twice and heard nothing in return and have not received a refund.
Business response
07/26/2024
Dear ******,
Thank you for contacting Victra through the BBB. First, we would like to apologize for the unpleasant experience you have with ******* at a Victra location. During our research and the information you provide we have found that you were quoted up to $830 for select iPhone 15.
You are currently receiving $700 promotion for lines ending in 4851 and 2807 because you were put on a mid-level plan of unlimited plus. To qualify foe the *** promotional credit you would have need to be on unlimited ultimate.
Victra would like to accommodate you $260 for the difference of the promotion you were quoted for each line as a one-time bill credit to your ******* account. Here is the reference number for your record 1961702275.
Additionally, we have notified the appropriate team so they can coach, develop and eliminate the behavior you experienced. If you have any further questions, please dont hesitate to reach back out so we can further assist.
Respectfully,
Victra Guest Experience Team
Customer response
07/26/2024

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.

Sincerely,

***************************
Initial Complaint
07/19/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On December 26 I went to ******* to start service with them. I was offered the get an iPhone15 on. I traded in two iPhones13 and was told my monthly bill would be ****** a month. Now theyre trying to bill me at ****** a month. I been on the phone with them every month since. At first they claimed they couldnt find anything stating that I had traded in any iPhones. When I produced an order number, they claimed I had changed my order and that was that . Asked to speak to management every call, but theyre always busy.Please Help
Business response
07/29/2024
Dear ******,

Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further research, weve confirmed ******* was able to apply a $415 Promotional credit to the line ending in #**** (If you choose to buy out this line, the $415 promotional credits will fall off).The line ending in #**** received a one-time market value credit that was used towards the original sale back in December.

Victra will accommodate the ******* promotional credit difference for both lines ($585 will be accommodated for #**** and $530 will be accommodated for #****). This is a total amount of $1115. Per your request weve used $676.57 of the $1115 check to post a buyout payment the line ending in #****. This line will no longer have a device agreement active, and the monthly device payment have stop. Here is the reference number for the applied bill payment (**********).

The remaining $438.43 will be sent as a Corporate Refund Check.The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided.

Please if you have any questions, feel free to send an email to **********************************

Respectfully,

Victra Guest Experience Team
Customer response
07/29/2024

Complaint: 22015026

I am rejecting this response because:
I was told that the promotion was that you trade in your phone and get an iPhone15 on us. My monthly cost would be ******. Its been anything but. I just looked at my account and see now theyre saying my bill currently is ******. This seems to be a continuation of the monthly nightmare that Ive taken through I also see that I have an outstanding balance of ****** on the 2517 line. I will except the offer if they will back up and figure out what my bill wouldve been had they billed me at the agreed upon monthly payment of ******.
Sincerely,

***************************
Business response
07/29/2024
Dear ******,

Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further research, weve confirmed ******* was able to apply a $415 Promotional credit to the line ending in #**** (If you choose to buy out this line, the $415 *********al credits will fall off). The line ending in #**** received a one-time market value credit that was used towards the original sale back in December.

As agreed, up via our email thread is the resolution Victra has for you below, $1115 is owed for both lines. Per the ******* *********s,you do not meet the requirements for the full max ********* to be attached to each line. ******* customer care was the department to attach the $415 *********al credit to #**** on July 18th, 2024. You will need to call into customer care *************) and speak with the representative that assisted you with fixing #****, regarding your additional billing concerns.

Victra will accommodate the ******* *********al credit difference for both lines ($585 will be accommodated for #**** and $530 will be accommodated for #****). This is a total amount of $1115. Per your request weve used $676.57 of the $1115 check to post a buyout payment the line ending in #****. This line will no longer have a device agreement active, and the monthly device payment have stop. Here is the reference number for the applied bill payment (1961780098).

The remaining $438.43 will be sent as a Corporate Refund Check. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided.

Please if you have any questions, feel free to send an email to *********************************.

Respectfully,

Victra Guest Experience Team
Customer response
07/30/2024

Complaint: 22015026

I am rejecting this response because:
It seems that ******* is immediately trying to take back the credit that you offered via a jump in my payment to ******. I called them but theyre just giving me the hold on and let me talk to whoever run around. I just want the nightmare with ******* to be over with without them taking me even deeper into this fraud. Talking to customer service is a complete waste of time
Sincerely,

***************************
Initial Complaint
07/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 17, 2024 I went into the Victra store because they are an authorized ******* store. I upgraded my iPhone and a salesperson named ***** sold me a screen protector with a service plan to have my screen protector replaced if it got damaged. She repeatedly said just bring in your phone and we will replace the screen protector if it is damaged so I paid $64.99 ( which is a very high price for a screen protector) thinking I was receiving a service plan for future issues. Today I returned to the store to have my damaged screen protector replaced and was told there was a $15 fee ( in addition to the $64.99 I paid in April!) to have this done. I was not informed about this when purchasing because I simply would not have purchased this service. This is a fraudulent scam that this store is running on those of us who are older. A younger purchaser would have realized that $64.99 is an obscene amount of money for a screen protector. However, if the price did in fact include future protection and installation, I would not have an issue. This is not acceptable! Lying to customers to get them buy services then adding charges when they try to redeem the service is fraud. Im sure the saleswoman made a commission on duping an old lady and I am horrified that I fell prey to senior abuse. I wonder how many other unsuspecting customers of the authorized ******* dealer have also been ripped off by this scam.
Business response
07/16/2024
Dear *****,
Thank you for contacting us through the BBB. We appreciate your time and feedback. I have informed the Leadership Team of the customer service received during your visit to our location. I apologize for your unpleasant experience!Id like to offer you a refund for the Screen protector. Victra will post the amount of the Screen protector to your ******* account as a one-time credit. Here is the reference numbers for your record ********** and ********** in the amount of $74.98
Respectfully,
Victra Guest Experience Team
Customer response
07/17/2024

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.

Sincerely,

Kaera Storsin
Initial Complaint
07/12/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My husband and I saw an ad on a window at a ******* location - ************************************************************ - that person could take any phone, with any condition of the phone as a trade-in for an iPhone 5 and that it would be free. My husband and i tried this but we were told we would have to pay ****** with our trade-in for the iPhone 5. We never received the free phone and were billed for the stated amount.
Business response
07/19/2024
Dear *******
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused We have worked closely with our **************** to attach the promotion of $830 off select smartphone. ******* denied the request due to the line ending in 5853 not being on the correct plan. Victra would like to accommodate you $709 as a corporate refund check. At the time of your purchase the rep misquoted you $830 promotion on the welcome plan. You received a market Value of $121 for the Iphone 11 that was traded in, this was reflected on your March bill.
We will be requesting a Corporate Refund Check on your behalf to accommodate for the ******* promotional credit that was discussed at the time of your transaction. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided.
If you have any further questions, please dont hesitate to reach back out so we can further assist.
Respectfully,
Victra Guest Experience Team
Customer response
07/19/2024

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.

Sincerely,

***************************
Initial Complaint
07/08/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a cell phone that was broken beyond repair. I went to this store to get a replacement phone. I was not due for an upgrade. I was able to get a new phone. But the upgrade was placed on a jetpack account. I was told that I would be able to turn my phone back in and have 400 credited back to my account, which is the remaining balance on the account. I went to the store and waited for 3 hours and then also waited on the phone with veriz0n nationally almost 2 hours. I was given no resolution related to the current up charge on my account. I am a 22 year customer.w ******* that has multiple accounts
Business response
07/16/2024
Hi ****,
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 were quoted $400 promotional credit. Due to the rep upgrading the incorrect line and that caused the promotion to be unable to be attached to the line ending in 0473. Victra would like to accommodate you the $400 as a one-time bill credit to your ******* account. Her is the reference number for your record **********. Please if you have any questions, feel free to send an email to *********************************

Respectfully,
Victra Guest experience Team
Initial Complaint
07/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
1. Wife and myself been with ******* 23 years, both had iPhone, wife had iphone watch and IPAD tablet too.2. November 24th, 2023 wife phone broke (not work at all). went to ************* in ********* *****, ** location. ******* rep ******** named *****) assisted us. According to *****, November 24th, 2023 ******* had a black Friday sale going on. When purchasing new iphone 15, you get an updated watch and newer tablet "FREE". We decided both of us would upgrade our phones to iphone 15's and received new watch and tablet that was to be free. According to ***** (******* manager) it would take 1-3 business cycles for black Friday promotion to kick in.We have been charged for the watch and tablet that was to be free and continue to be charged even though I have went back to store numerous times and called ******* numerous times and always was told our paperwork was still being processed or they could not find out paperwork. It's been 7 months and ******* is still charging us for the watch and tablet, ******* has lied to us and I believe they ran a scam on us. The hyde park store rep ****** even sent in paperwork in April 2024 that was approved for free iphone watch and IPAD tablet but still being charged for both. For IPAD being charged 36 months (over $450.00) at $13.05 per month since Dec 2023 and for watch being charged 36 months (over $330.00) at $9.16 per month since Dec 2023. Have been told many times we would receive all the monthly charges returned once the paperwork was processed. We even went to the so called ******* corporate office store on *****************************, ** and was informed they could not help us, only the store we purchased the items at could. ******* has lied to us and keeps stinging us along. I believe they have committed fraud and false advertising. We ask for BBB assistance in the matter.
Business response
07/12/2024
Hi ********,
Thank you for contacting Victra! We appreciate the time you have taken to follow-up with us on this matter, once you are able to send the requested documentation on 7/23/2024 please send back to us via email thread from Victra Support. We will review the details of the documentation and then be in touch with a resolution.
Respectfully,
Victra Guest Experience Team
Customer response
07/12/2024

Complaint: 21955331

I am rejecting this response because: I am currently out of the state of ******* and unable to provide any documentation as I informed in email. I am not scheduled to return to my residence until July 23, 2024.

Sincerely,

*********************************
Business response
07/16/2024
Hi ********,
Thank you for taking the time to speak with us and the additional information youve provided in yesterdays call. Once the requested documentation has been provided our team will be happy to continue further research to address the concerns youve brought to our attention.
Respectfully,
Victra Guest Experience Team
Customer response
07/16/2024

Complaint: 21955331

I am rejecting this response because: cant provide response within 5 days. I am out of state until July 24th and will provide docs once I return to me residence in ******

Sincerely,

*********************************
Business response
07/26/2024
Hi ********,

Thank you for contacting us through the BBB. During our research and with the documentation you provided we have found that you were quoted up to $460 for line ending in #****. The promotional credit was unable to be attached to your line because you would need a new line activated. As discussed via our conversation on 7/22/2024, weve applied a bill payment for the remaining amount owed ($365.40) on line #****. Here is the reference number for the applied buyout payment (1961662923).

The line ending in #**** you were quoted a promotion for up to $299.99. This line only qualified/received a $120.00 promotional credit due to the plan the connected device is on. For this line we have paid the remaining amount owed on the device in the amount of $256.48. Here is the reference number for the applied device buyout bill payment (1961662678).

Moving forward, #**** and #**** will no longer have a monthly device payment attached. Due to both agreements being bought out. Youre welcome to disconnect both lines and the connected device on WIFI/Bluetooth only. Youll need to speak with ********************* *************) for further assistance with this request.

The remaining $18.12 left from the $640 amount Victra has accommodated will be sent as a Corporate Refund Check. Please allow 4-6 weeks for the corporate refund check to arrive to the mailing address youve provided to our team.

If you have any further questions, please dont hesitate to reach back out so we can further assist.

Respectfully,

Victra Guest Experience Team

Customer response
07/26/2024

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.

Sincerely,

*********************************
Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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

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