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Complaint Details
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Initial Complaint
09/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 12/23/2019, I bought 2 phones from Verizon at the *********** Mall in ***********, NJ. I was to receive a $200 promotional rebate for each phone ($400 total). I had to sign a 2 year Verizon wireless plan. The sales associate, ******* ********* told me she took care of the setting up the rebates and that there was nothing else I needed to do. In March, 2020, I called Version to inquire about my rebates. They could not find my records. I called Ms. ********* and she again assured me she had set everything up for the rebates to be processed. Job changes, COVID, and deaths in my immediate and extended family pushed the issue to the background, but it was not forgotten. In August, the manager at Verizon Victra store in ********, NJ,****** *****, found my file and confirmed I had not received the rebates. He checked with his management and now I am being told it's too late. I kept my end of the deal and have paid for the contract for nearly 2 years. I expect them to honor their end.
Business response
09/29/2021
Business Response /* (1000, 5, 2021/09/28) */ Hi *******, Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was let 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, *************** Consumer Response /* (3000, 7, 2021/09/29) */ I received the rebates credited directly to my Verizon bill. I want to thank the BBB for their assistance and I want to thank Verizon Victra for following through on their promise.Initial Complaint
09/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an I-Phone 11 Pro Max from Victra's satellite company in ******* NJ on April 22 2021 for my wife ***********. At that same time I traded in an I-Phone 8 Plus. The Victra's satellite office took my trade in and sent it to a Verizon's warehouse. Once Verizon received the phone, I would get reimbursed $300.00. This never happened and my phone was never found. I am looking to be reimbursed $300.00 or an I-Phone 8 Plus from Victra. I attached payment of the I-Phone 11 pro Max and confirmation that I had an I-Phone 8 PlusBusiness response
10/06/2021
Business Response /* (1000, 5, 2021/09/28) */ Hi *****, Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was let 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, ***************Initial Complaint
09/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Jan. 1, 2021, I went to what I believed was a Verizon store near my home to take advantage of a promotion and exchange my phone and my daughter's for newer phones. The store took the old phones, which were needed to process the credit into my account, but the phones were NEVER turned in to Verizon. I have repeatedly visited the store and I am always promised that the situation will be fixed. On June 15, Victra's district manager, **************, told me I'd be receiving a check for $1,400 to reimburse me for the phones I turned in and were never delivered to Verizon. Not only have I not received the check - or my old phones back, for that matter - but I also have continued to pay an extremely high monthly cell phone bill because of that. Since Verizon hasn't receive the old phones, I cannot take advantage of the promotion and have not received ANY credit. This is dishonest. My phones have been stolen from me and Mr. ******** and the clerks at the store are hoping I'll give up.Business response
10/05/2021
Business Response /* (1000, 5, 2021/09/23) */ Hi ********, Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was let 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, **************** Consumer Response /* (3000, 7, 2021/09/24) */ The complaint was resolved NOT because Victra took action. It was resolved only after I spent more than one hour on the phone with Verizon -- it was my third long call with Verizon since this issue started. The customer service rep got authorization to issue me a credit even though Verizon never received my phones, mostly because of my many years as a Verizon customer. Victra did NOTHING to help me and no manager ever even called me. I will never do business with Victra and its store on Lincoln Drive in Phoenix ever again. It is disingenuous of Victra to try to take credit for resolving this matter and further proof that the company does not care for its customers.Initial Complaint
09/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On 8/11/21 I purchased a phone and Prepaid plan. (The number provided ************ invoice ************) for ***********. 8/12/21. Phone was given to user and wasn't able to make calls, prompting activation, and another fee 35.00 and new number ************. on 8/14 was told to go back to store. I took an unpaid day and drove from NJ -DE 1hr drive to store. advised (856) number went to another customer, due number/service given to me wasn't activated and no payment received. Payment by debt cleared bank. advised to do a refund, and needed the box, drove another 45 mins to obtain box. returned now advised refund will be done by corporate. phone purchased for person with mental Health issue, during the last of 20 calls to make sure service plan of unlimited talk, text and data for 50.00 given in store was put on the new line. My inconvenience I dealt with until the incidents triggered a mental health episode. I have not received a return call or email confirming plan or refund.Business response
09/28/2021
Business Response /* (1000, 5, 2021/09/17) */ 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, ***************Initial Complaint
09/01/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
In mid March my wife and I went into Go Wireless off ranch ********** rd. To transfer her **** account to ******** During this time ******* was doing and offer to trade in your old phone for a newer version for too dollar. The employee working at the time told my wife if she paid 130$ to get the screen fixed, he could get her a trade in value of 750$. My wife agreed and paid. After a few months we started to wonder where our credit of 750$ was on our bills because they continued to be about 100$ more than what the employee said. The trade in was supposed to diminish our bill to about 50$ a month. Instead it was 180$ a month. We called into the store to ask about this and we're told that the employee that helped us was no longer working there and that they have no record of a trade in phone. We reached out to his cell number he gave us with no response. He scammed my wife out of her 130$ plus the 750$ her new phone cost. At the moment the store is saying they can't do anything.Business response
09/17/2021
We have contacted ******* through email with a full breakdown on how the $700 will apply to the account for the promo/trade in. This should be resolved.Initial Complaint
08/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I sent a phone back to Verizon by mistake the phone was supposed to go to *** I had a box with a pre paid label I worked 76 hours last week and did not realize what I had done I shipped it with a Verizon pre paid label July 28 @ noon from a ups store in ********** Idaho I realized what I had done Thursday eve when I got a *** BOX to return my phone to them I immediately contacted ups was on the phone for hours trying to intercept the package called Verizon since they created the label they were the only one who could stop it with ups and have the package return to me! That was Friday now Monday the package has delivered to ups I have the track number they are refusing to return my phone to me even though my account is closed before all this happenedBusiness response
08/31/2021
more info from the consumer: It has been resolved can I close the caseInitial Complaint
08/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/29 me and My husband switched service to Verizon wireless therew victra wireless agent ***** , she messed up and put us on 2 separate accounts and has refused to fix the problem my husband has contacted her victra wireless and Verizon wireless multiple times with no resolutionBusiness response
09/13/2021
Business Response /* (1000, 5, 2021/09/01) */ Hi *********, Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. The leadership team did reach out to your husband to offer a resolution. The resolution would involve going in to the location. If you do not want to go in to the location, you would need to contact Verizon Customer Care. Their number is ***********. Respectfully, **************Initial Complaint
08/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I traded in my old phone for new phone.After looking up specials, salesperson ******* M. Said I qualified for a good deal, low approx $200 price with my trade in,along with discounts for multiple accessories. My fault I didn't look at the bill.I found it and found1) full phone price (I was lied to).2) no trade in ( is my personal property was stolen by store).3) no discount on multiple accessories 4) it appears he signed me up without my full awareness for a 50/ month service plan.Business response
10/14/2021
Business Response /* (1000, 7, 2021/10/06) */ Hi*****, Thank you for reaching out to the BBB. I apologize for the inconvenience that this may have caused. Please reach out to ***************** so that we may assist. Respectfully, ***************Initial Complaint
08/24/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On May 12, 2021, a phone was purchased from the Regional General Manager, *****. At the time we were sold a plan in which if we provided a trade-in, upgraded our phones to an unlimited, and paid $23. We would get our phone for free (****** Pixel). We were informed that we would see a charge on our bill for $20 for the phone but then there would be a $20 credit to offset the charge. As we received our first bill the charge for the phone was there but not the credit. So we called the store and spoke to ****, after some research he called us back and said that Verizon messed up on the billing and that we would be mailed a check. The check would arrive in 4 to 6 weeks. 6 weeks rolled by and the check did not arrive. Back to the store we went. More research from **** and said there was an issue with the first check and another check was going to be sent and arrive in 2 weeks. That was 3 weeks ago and still no check. ***** will not call us and **** is now not calling us either.Business response
09/10/2021
Business Response /* (1000, 5, 2021/08/30) */ Hi *****, Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was let 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, ***************Initial Complaint
08/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 14, 2021 I opened up a business account at the store located at ********************* ****; I brought in 2 unlocked iPhones from T Mobile, I choose the unlimited pro plan for both of the devices. The price of the plan is $70, ***** informed that I would get a additional $20 off for bringing my own device. I also ordered a Samsung Galaxy Note that had to be shipped, for this device I choose the unlimited plus plan for $50. I was told that my bill would be around $260/mth ($50 x 3 devices, $45 for insurance, $37.50 for Samsung). After spending over two hours in the store because they could not get one of the devices to activate, after I left the phones were still not working and I spent another hour on the phone with Verizon tech support. My experience has been more than horrific my bill is astronomical and there has been no help from ***** that's responsible for the setting up of my account. I cannot express how atrocious and passive aggressive *****'s behavior has been.Business response
09/09/2021
Business Response /* (1000, 7, 2021/08/30) */ Hi ********, I apologize in the delay. This issue is still being researched by our team. We should have an update in 48 hours. Respectfully, ***************
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463 total complaints in the last 3 years.
165 complaints closed in the last 12 months.