Business Profile

Mobile Phone Service

TCC

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Complaints

This profile includes complaints for TCC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

91 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Saturday April 13th, 2024 my wife and I had an appointment at 3pm to purchase new phones and switch our service from **** to *******. The woman who was helping us, ***** indicated that the data port (from old phone to new phone) was going to take about 30 minutes and said we could come back when it was complete. At that time she possessed our unlocked phones and our passcodes.It came to our attention on the next day that while we were away she used our unlocked phones to post 5-star reviews to ****** Maps. I contacted the ******************** left a message with the store, and called ******* in an unsuccessful attempt to get the old phones returned to us that day (Sunday) out of concern for our identity/financial security and privacy. I also filled out a "contact us" form on TCC's website. A man named **** from the store called me on Tuesday. Instead of offering an apology he excused ****** behavior by saying "We typically ask customers to post a positive review and the customers often ask us to write it for them, it must have been a miscommunication." When I look at the other reviews there is a long list of these phony looking reviews naming **** as the helpful associate, as well as ***** ******* has agreed to launch an internal investigation into the matter, but offers no resolution - just their word that they are taking this seriously. TCC corporate after claiming someone would respond to me within ***** hours is not returning my calls.
Business Response
Date: 04/25/2024
Good evening,
We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.
Thank you,
Ethics & Compliance Manager
Business Response
Date: 04/30/2024
Good afternoon,
We are following up regarding 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. We believe we have resolved this matter with **************. TCC takes these allegations seriously, and appropriate action has been taken. Due to the confidential nature of any investigation, this must remain confidential and cannot be shared.
The store's Regional Director agreed to refund one (1) Setup Assistance, two (2) Wall Charges, and two (2) Cases per ****************** request. The refund has been completed as of today (04/30/2024). Please note that check requests can take up to 30 business days to process with our ******************* However, a request for the check to go out via *** was sent.
Again, we appreciate ************** bringing this matter to our attention.
Thank you,
Ethics & Compliance Manager
Initial Complaint
Date:03/19/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My email address and likeness was used by a sales representative to write a positive review without my consent. The representative was never given the email address and password by me but somehow accessed the account to create a ****** review praising the service during my appointment. This was an invasion of privacy, security, and breach of personal data.
Business Response
Date: 03/22/2024
Good afternoon,
We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.
Thank you,
Ethics & Compliance Manager
Customer Answer
Date: 03/22/2024
I am just writing again to see if there are any other updates or responses from the business, the last message they had sent was rather vague (which I understand) but am trying to inquire about when to expect another response giving further information regarding the investigation and trying to reach a resolution. Thank you!
Customer Answer
Date: 03/22/2024
I am just writing again to see if there are any other updates or responses from the business, the last message they had sent was rather vague (which I understand) but am trying to inquire about when to expect another response giving further information regarding the investigation and trying to reach a resolution. Thank you!
Business Response
Date: 04/04/2024
Good afternoon,
We are following up regarding 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. TCC takes this matter very seriously. The appropriate action has been taken. However, due to the confidential nature of any investigation,this must remain confidential and cannot be shared.
Thank you,
Ethics & Compliance Manager
Initial Complaint
Date:03/14/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction: August 31, 2023 Amount Paid to the Business: The total price of the new iPhone 14 Pro 256GB was $1,100. Under the promotion, I was to receive a $800 discount off this price, bringing my cost down to $300, to be spread over 36 monthly payments.Business Commitment: TCC Charlestown, a ******* Authorized Retailer, committed to providing an $800 discount on the purchase of an iPhone 14 Pro 256GB in exchange for trading in my iPhone 13 Pro 256GB. This discount was to be applied as a reduction in the monthly charges over 36 months.Nature of the Dispute: The dispute arises from the failure to apply the promised $800 discount to my account despite trading in the agreed-upon device. Despite multiple inquiries and assurances of investigation from both ******* and TCC Charlestown, the discount has not been applied, and no resolution has been provided. Additionally, both entities claim to have no record of receiving my trade-in device.Resolution Attempts: I have made numerous attempts to resolve the issue directly with TCC Charlestown and *******, including phone calls and in-person visits. Despite these promises from TCC Charlestown to investigate (including checking surveillance footage and escalating the issue), there has been no communication or resolution.Phone Number Relates To The Issue: ************ Advertising Issue: The promotional offer was advertised as part of the trade-in deal at the time of the switch from Mint to *******.Requested Resolutions:1. An immediate investigation into the whereabouts of my traded-in iPhone 13 Pro 256GB.2. The application of the promised $800 discount to my account, reflecting the agreed-upon trade-in deal.3. An apology and compensation for the inconvenience and potential overcharges incurred due to this issue.
Business Response
Date: 03/22/2024
Good afternoon,
We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.
Thank you,
Ethics & Compliance Manager
Business Response
Date: 03/29/2024
Good afternoon,
We are following up regarding 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. This matter has been resolved with Mr./************* as of 03/29/2024. A one-time credit courtesy credit (for $800.00) regarding a Trade In Issue related to OST ****** - Loyalty: $800 off iPhone 14 Series Trade-In Upgrade Offer on Premium Unlimited - Indirect. Please allow 30 business days for the full processing of the check request. Thank you, E&C Manager.
At this time, we consider this matter closed.
Thank you,
Ethics & Compliance Manager
Customer Answer
Date: 04/01/2024
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
Date:03/09/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In August 2023 I went to the TCC store in ****************, ** to transfer 4 lines. We were told there were promotions which allowed us to get 2 new Pixel 7a phones for free and 2 new ******* Galaxy S23 Ultras for free with a trade-in of our 2 S21 Ultras. We were told that the credits for these devices would begin appearing on our bill within 2-3 billing cycles. After the first billing cycle I began seeing a credit for 1 of the S23 Ultras but none of the other 3 phones. I went to the store in November 2023 and **** who was the one who had signed us up initially, helped to set up tickets and assured me that she would get this resolved. I have emailed back and forth with **** many times and she has assured me several times that the credits will be coming. The last communication I had from her was Jan 30, 2024. She said due to some technical issues we would be getting lump-sum credits for the devices but that it would take another billing cycle to process. I have now had 2 bills since then and still no credits. I emailed **** a couple days ago and have not heard back. An email to the customer service email address i found was rejected.
Business Response
Date: 03/22/2024
Good morning,
We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.
Thank you,
Ethics & Compliance Manager
Business Response
Date: 03/29/2024
Good afternoon,
We are following up regarding 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. Field Leadership was informed by ******* Wireless that they will not be crediting ****************** account, as they are too many days in between getting the ********* and ****** Pixels, that shows no urgency for getting the devices and the promos expired by the time the customer returned to purchase the new phones.
Please note that TCC is a premier retailer for ******* Wireless (*******) and is not owned or operated by *******. As an authorized retailer, TCC owns and operates retail stores that sell wireless products to consumers. TCC does not have authority or control over customers ******* bills, credits, promotions, rebates, or trade-ins. Instead, ******* is responsible for and handles these matters pursuant to its policies and procedures.
If ************** has any further questions regarding his ******* Wireless account, he will need to contact ******* Wireless Customer Service directly at ************.
Thank you,
Ethics & Compliance Manager
Customer Answer
Date: 04/01/2024
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 purchased the devices in-store when I moved the lines to Verizon. I was told it may take a month or 2 for the promotions to show up on my bill. Immediately after 2 months with only 1 device credited I returned to the store and worked to open tickets with TCC. I have email trails going back to early November where I was told this would be fixed time and time again. Saying I will not be reimbursed is not acceptable. I will continue to escalate this and direct customers away from this business if this doesn't get resolved. The credits were the only reason I gave this company my business and so far it has felt like a scam.

Regards,

*********************
Initial Complaint
Date:03/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**** F at ******* at ************************************ scammed my husband when he purchased a new telephone. He was told it would add an additional $10 to our phone bill. He lied, he was not provided a $100 off for the promotional turn and Gael signed him up for Asurion and security and protection without his consent or knowledge. He did not provide my husband with a charger for his truck or for our home. Gael is incompetent and lazy. He should be fired. The entire staff there do not care about providing customer service. They sit ******************* and talk and then do not care about the customer. We contacted the District Mgr, *******, who stated she would correct it and she texted us 3/4/24 which made no sense. I contacted ********, *******'s District Manager and she stated ******* was off until Thursday, I would have to wait and she couldn't make her call me. ******** was unprofessional and rude. As a District Mgr she should know what she is doing. *******'s service is awful. We have been with ******* over 20 years and never treated like this. We will not tolerate being lied to and then scammed for services we did not request. We want this resolved immediately with competent and ethical staff. We called the ******* main line and ****** told us we were not treated properly and provided the $100 promotional money off. Our bill went up over $43 a month. ******* should be ashamed of how this office treats customers. I went online and cancelled the Asurion and "security" fees for $28. We will be looking for another wireless service and ensure everyone we know does not use *******.
Business Response
Date: 03/06/2024
Good evening,
We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.
Thank you,
Ethics & Compliance Manager
Business Response
Date: 03/15/2024
Good evening,
We are following up regarding 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. This matter has been resolved with ********** as of 03/15/2023. The DM of the store location informed us that the customer came in was taken care of and purchase some additional items and will return back next week.
At this time, we will consider this matter closed.
Thank you,
Ethics & Compliance Manager
Initial Complaint
Date:03/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased 3 phones and **************** WIthin 1 week we cancelled and TCC told us we would not be charged. There is a 30 day cancellation process. ******* took $2763.96 out of our account 2 weeks later and we are still fighting to get our money back.
Business Response
Date: 03/06/2024
Good evening,
We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.
Thank you,
Ethics & Compliance Manager
Business Response
Date: 03/09/2024
Good afternoon,
We are following up regarding 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 that this matter was with ******* Wireless Customer Service/Billing departments. Please see the below updates from ******* Wireless regarding this customer's account and matter.
*Mar 08 03:05:51 03/08/2024 03:05:51 APO ACH RFD FOR $2,682.74 SENT TO PROCSR ORIG **** INFO: DT-03/08/24 MERCH *** # N000000000114374 PMTSCD-CEPDD.
*Mar 07 08:35:34 3/7/2024 8:35:34 AM / ************************** J - Payment Investigation-Closed (REFUND CREDIT BALANCE) , Request#: PH8788386 , Account/MTN: ****************/***************,682.74 , Resolution: Payment Refund Performed, Root Cause: Customer Requested Refund / $2,682.74 will be refunded back to originating bank account due to device return credit. Please allow 7 business days for refund to reflect.
*Mar 07 08:35:22 INSTALL AGREEMENT REOPENED AS OF 03/07/2024 MTN ************ , PAYMENT REVERSED FOR INSTALL AGREEMENT# ********** . STATUS NO LONGER PAID.
*Mar 07 08:35:22 $2,682.74 will be refunded back to originating bank account due to device return credit. Please allow 7 business days for refund to reflect.
*Mar 07 08:35:22 MANUAL PAYMENT REVERSAL - DD- DIRECT DEBIT -AMOUNT $2,763.96 BY USER.
At this time, this concludes our investigation and is considered closed. If Mr./*************************** has any further questions, may contact ******* Wireless at ************.

Thank you,
Ethics & Compliance Manager
Initial Complaint
Date:02/26/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When I signed up with ******* I was told if I bundled both my cell phone and home internet. I would get a combined savings. I signed up for both that night and was told my bill would be $50 for internet and 270 for wireless. I signed up for auto pay immediately with FiOS and was waiting for a bill to sign up with wireless. When I received the first bill it was not correct. I called multiple times to both the 800 number and the store I purchased the phones from and got different explanations in correction plans from both. I have since called multiple times a month for the last 6 months. In an attempt to straighten up my bill. I have paid well over $330 a month for wireless and and even with promises and assurances of credits and or attempts to correct my bill I still get shut off and terminated and after paying the full amount to turn my service back on I am still being told my wireless bill is 480 next month and I owe over 100 for fios even though I have never missed a bill. I have made over 15 calls to both wireless and FiOS in an attempt to correct these bills. I have asked for managers and supervisors. I get a different explanation every time. And if one promise is a credit, the next one takes the credit away and shuts my phone off. ***** even went so far as to overcharge me and tell me they will credit me over the next two months. Isn't that nice of them no I just want my bill corrected so I can pay my plan on auto pay like it's supposed to be without being overcharged and not given my money back and my bill to be correct each month until my contract is done and I can get away from this company
Business Response
Date: 03/06/2024
Good evening,
We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.
Thank you,
Ethics & Compliance Manager
Business Response
Date: 03/25/2024
We are following up regarding your complaint. Upon our internal investigation and according to the information 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.

Per Field Leadership, based on the research. Customer *****************************, MTN **********, came into the store to purchase 3 Google Pixel phones and 3 Pixel watches on a new account. The promotions quoted were for two Pixel 7 Pros for $10 each a month and a base model Pixel 7 on a new line of service. Additionally, the 3-pixel watches were quoted on the **** promotion for $399. ******************* was also discussed and added to the account. When the customer returned to the store approximately 2 months later, his bill was passed due, he had called customer service to request the removal of activation fees and was loud and angry in the store about his bill. There were remarks on the account that the customer was rude and used profanity with the customer service reps as well. It showed in the bill breakdown that the customer had not signed up for autopay, so was not getting that discount, and also had not linked his mobile and home rewards. These price points were broken down for the customer at the time of sale, and on the additional times he came into the store with complaints about pricing. On top of that, he had incurred multiple reconnection fees due to lack of payment. There are remarks in the account that he has called on numerous occasions to request bill credits, and that no additional credits should be issued, being as all charges are valid.

If ******************** has any further questions regarding his ******* Wireless account, he will need to contact ******* Wireless Customer Service directly at ************.

At this time, this concludes our investigation and is considered closed.

Thank you,

Ethics & Compliance Manager
Initial Complaint
Date:02/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had returned a phone to TCC ******* Wireless store 843 in *******, ** ***** on May 4, 2023. I received receipt of return, proof that I had returned the phone to the store. However, on July 27, 2023 I was charged $747.94 through the auto pay system and the money was taken directly from my bank account. When I called customer service I was told that the charge was for not returning the phone. It was never sent to the ******************* although I had returned it and had received receipt of return. I have been calling ******* customer service for over one year and every time I call a customer service associate says I will receive a refund check within 3 to 5 business days. I have never received a check to this day. I am asking for assistance in receiving a refund from TCC *******, and for an investigation of the store. If I returned the phone, yet it was never sent to the ******* warehouse, then that means the employees mishandled the phone. Any assistance in receiving a refund would be much appreciated.The receipt of return can be provided upon request.
Business Response
Date: 02/21/2024
Good evening,
We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.
Thank you,
Ethics & Compliance Manager
Business Response
Date: 03/15/2024
Good evening,
We are following up regarding your complaint. Upon our internal investigation the regional director and district manager have made several attempts in contacting you. However, the telephone number provided has been disconnected. Can you please provide us with a contact telephone you can be reached at?
Thank you,
Ethics & Compliance Manager
Business Response
Date: 03/22/2024
Good morning,
We are following up regarding your complaint. We have made several attempts to contact Ms. ** but have received no further response. At this time, TCC will consider this matter close.
Thank you,
Ethics & Compliance Manager
Initial Complaint
Date:01/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We switched our iPhone 12 pro to iPhone 15 pro at the local ******* Store, run by TCC. We had an offer from ******* for $830 EACH for both of our phones. We met with a representative at the store, ***** who confirmed the $830 credit and did all the paper work.However, when we received the invoice from ******* a month later it indicated that the credit given was only for $740 for each phone instead of $830 for each. In addition, she also changed *********** plan without our knowledge and consent.When I took a copy of my phone bill, went to the store and talked to her, she said that she made a mistake and that she will submit a form to change the credits and the calling plan to what we had before we switched the phones. It never happened. The next invoice from ******* was still the same. I have been trying to contact her but she is not replying.We would very much appreciate your help in resolving this.
Business Response
Date: 01/22/2024
Good evening,
We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.
Thank you,
Ethics & Compliance Manager

Business Response
Date: 02/21/2024
Good evening,

We are following up regarding 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.

Per field leadership, based on the research.****************** has been receiving the full promotional credit from the beginning. Please see the attached documents of the PCAs (promotions) that show active on his ******* Wireless account.

At this time, this concludes our investigation and is considered closed.

Thank you,

Ethics & Compliance Manager
Customer Answer
Date: 03/03/2024
Objection/correctio to ********* response:
******* in its response indicated that the correct promotional credit was being given already. IT WAS NOT. That's the primary reason for initiating the complaint. Only after they received the complaint through BBB and *************************** ************** called me, confirmed that the correct promotional credit was NOT given and agreed to give the appropriate credit that was due. In additon, the ******* branch we went to also charged $45 each of 2 phones that we upgraded, just for transferring the data from our old phones to the new phones. We have been cuatomers of ******* for more than 25 years and have changed several phones over the years and we were never charged for that and it was part of the upgrading. ****** office told me that most of the "******* stores" are now franchises that they can charge whatever they want and that ******* has no say in it. I do not believe it and do not agree with it. In other words, Verzon franchises bilk the customers in whatever way they want. After my complaint and objection, ******* office agreed to waive the activation fee of $35 instead. So in a nutshell, ******* did accept their store's wrongdoing. However, they did eventually gave us the credit but only after my complaint. It was impossible to get the store to do it. ******* is letting their stores/their employees do this unscrupulous/unethical things and not doing anything about it.
Customer Answer
Date: 03/04/2024
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.]
Objection/correctio to ********* response:
******* in its response indicated that the correct promotional credit was being given already. IT WAS NOT. That's the primary reason for initiating the complaint. Only after they received the complaint through BBB and *************************** ************** called me, confirmed that the correct promotional credit was NOT given and agreed to give the appropriate credit that was due. In additon, the ******* branch we went to also charged $45 each of 2 phones that we upgraded, just for transferring the data from our old phones to the new phones. We have been cuatomers of ******* for more than 25 years and have changed several phones over the years and we were never charged for that and it was part of the upgrading. ****** office told me that most of the "******* stores" are now franchises that they can charge whatever they want and that ******* has no say in it. I do not believe it and do not agree with it. In other words, Verzon franchises bilk the customers in whatever way they want. After my complaint and objection, ******* office agreed to waive the activation fee of $35 instead. So in a nutshell, ******* did accept their store's wrongdoing. However, they did eventually gave us the credit but only after my complaint. It was impossible to get the store to do it. ******* is letting their stores/their employees do this unscrupulous/unethical things and not doing anything about it.

Regards,

*********************************
Initial Complaint
Date:01/19/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Returned my Galaxy S23 Ultra to TCC *****, ********. Instead of refunding, they advised me that the new S24 Ultra would be out in 2 weeks, so we said we would just like a store credit to put towards the new Galaxy S24 Ultra. Well the TCC guy ordered a Galaxy fold, which is now lost in transit, and stuck on our account. On 1-18-24 ****, the regional manager for TCC had supposedly pre ordered my S24 Ultra, which I found out from him never happened. We would just like a check sent for the Galaxy S23 Ultra that was return d over a week ago.
Business Response
Date: 01/22/2024
Good evening,
We have received your complaint and have started our internal investigation. Please allow us time to review this matter further and provide a possible resolution.
Thank you,
Ethics & Compliance Manager
Business Response
Date: 02/21/2024
Good evening,

We are following up regarding 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.

Per field leadership, "I spoke with ***************, and everything is all good. I reiterate everything from the beginning was properly handled and disclosed. Any promotional corrections that needed to be made were simply due to having to manually submit due to an exorbitant amount of device exchanges. All promotions are properly applied, and he also confirmed receiving all 3 $200 switcher gift cards as well. In speaking with ****************, he is happy, and everything is fine and mentioned the BBB should be closed but was going to double-check".

At this time, this concludes our investigation and is considered closed.

Thank you,

Ethics & Compliance Manager

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