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:10/24/2023
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.
Good morning.I am making this complaint as a customer of ******** I went into a ****************** ******* location in *******,** to get a new phone. The worker there,*****, ordered my phone. I got an email that my phone was delivered the next day to a store 1hr and 30 mins away from the store i orderedmy phone at. ***** stated to me that he would have my phone sent to the proper location and it would be there that monday morning. I agreed and sent up a 2pm appointmenton tuesday october 24th. This morning on Tuesday october 24th i got a call from that store over 1 hr and 30 mins away. I called my store and they stated i am sorry but you will have to wait over 2 weeks for ***** to come back from vacation before you get helped. I ordered this phone on friday the 13th and they stated id have it before the 20th. It is now the 24th and i still do not have my phone and they are refusing to help me until ***** gets back from vacation. This is not a way to handle a business!. If i knew this was going to happen i would have ordered it at a corporate store and had my phone sooner. I use my phones for work and this is extremely unbusinesslikeof me to have a broken phone. I do not think this store should even be open i have had nothing but issues with them since i became a customer. Please correct this incident, handle your employees. If they can not handle what they are doing then they should not be open.
Business Response
Date: 10/25/2023
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: 11/07/2023
Good afternoon,
I am 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. TCC is a premier retailer for ******* Wireless and is not owned or operated by ******* Wireless. 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 ******* Wireless bills, credits, promotions, rebates, or trade-ins. Instead, ******* Wireless is responsible for and handles these matters pursuant to ******* Wirelesspolicies and procedures.

On 10/24 at 11:18 a.m., the customer contacted the store location about the matter.After the store spoke with ************** and tried to figure out what happened,another call to the store location came in at 11:21 a.m. about ****************** order (possibly the wife) and asked for the order to be canceled. The store processed the order to be canceled. Later on, 10/24, ************** contacted another ******* Wireless (Corporate - Orange Plaza) store location not associated with TCC and placed an order.

At this time, there are no active or pending orders that are associated with TCC and ****************** ******* Wireless account. This concludes the investigation, and consider the matter closed at this time.

Thank you,
Ethics & Compliance Manager
Initial Complaint
Date:10/10/2023
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.
I went to ******* on 11/23/22 to buy an Apple Watch 8, but my debit card didn't work at checkout. I left without the watch. In February, I noticed my bill was high and called customer service. They told me to go to a store. I went to the ******************* ******* store and talked to a manager for 3 hours about being charged over $1,600. He said there was nothing he could do and that I had to call customer service. I told him customer service told me to come to the store.By May or June 2023, I had wasted over 20 hours on the phone, in stores, and traveling to try and solve this problem.On 9/16/23, I drove to the original ******* store on Penn Ave. I talked to a rep named ******************* and he quickly found proof that I was correct. The contract for my watch that I never purchased started and stopped on the same date (11/23/22) and it was activated on another person's account.I thought they would finally give me my money back, but they couldn't because a manager needed to do that but the manager was sick and the ** office was closed on Saturdays. They told me they would be able to resolve this on the following Monday, 9/18/23.Monday came and went and they didn't give me my money back. At this point I realized I needed to escalate this complaint to the **** BBB, ************************* etc.They made a mistake. They wasted over 30 hours of my life and had no urgency to resolve the issue even after they admitted they messed up.On top of that, I am an American With Disabilities protected under the American With Disabilities Act (PTSD, Tinnitus). Despite me informing them of my hearing impairment, they failed to make reasonable accommodations and continued to push me off to call customer service rather than dealing with this problem in person face to face.
Business Response
Date: 10/16/2023
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. TCC is a premier retailer for ******* Wireless and is not owned or operated by ******* Wireless. 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 ******* Wireless bills, credits, promotions, rebates, or trade-ins. Instead, ******* Wireless is responsible for and handles these matters pursuant to ******* Wireless policies and procedures.

This matter has been managed and resolved before receiving the BBB Complaint (along with the Attorney General which is a formal response is underway) with ********************** as of 10/03/2023.
- On November 23, 2022, ********************** came to the *********** Store location to add a new line of service to his existing ******* Wireless account. ********************** tried to purchase one (1) Apple Watch Series 8 on a Device Payment Agreement (#**********) for 36 months on the mobile telephone number ************. This process was approved through OMNI (******* Wireless System). However, when it came to paying for the sales transaction ************************** credit card/debit card was declined. ********************** left the store location without the equipment or completion of the sales transaction. It was discovered that the process within the ******* Wireless system (OMNI) was not canceled, which caused the Apple Watch Series 8 to be billed to ************************** existing account.
- On October 4, 2023, TCC processed a forced buyout for Apple Watch Series 8 on Device Payment Agreement (#**********) on the mobile telephone number ************ for $416.40. This was applied to Mr. ********** ******* Wireless account. ****************** also, applied for another $414.30 credit for monthly service charges for the Apple Watch Series 8 from 11/23/2022.
- ********************** will be responsible for contacting ******* Customer Service *************) to have the mobile telephone number (************) to have the line disconnected per ******* Wireless policy.
In regards to the ******************* (******************************) store location. This store location is not operated or owned by TCC but by ******* Wireless Corporate. Please note that not all ******* Wireless locations are operated or owned by the same company or owner. If you have any questions or concerns please reach out to this store location directly.

At this time, TCC considers this matter closed.

Thank you,

Ethics & Compliance Manager
Initial Complaint
Date:09/20/2023
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.
My stepmom and I were at the TCC store authorized ******* store in ******* ************ on July 15. The sales person, ******* sold my my 88 year old mom an Apple 13 phone. She told us that there was a promotion and the phone would only cost $100. I questioned this and she insisted there would be no other charge for the phone. It was a promotion deal since we had a ******* account. The following month I received our monthly bill and suddenly there is a $16.66 per month for this phone. I called and explained what we were told. The employees at the store said that they would contact the general manager. The district manager, *****, ***** contacted me and said that this would be made right. She apologized for the misinformation and mistake. Because there was no promotional deal. I explained that I feel that my stepmother and I were mislead and conned by the salesperson. ********************* has sent me an email with this information of how she was going to fix it. I have since received a $300 check back. Unfortunately the other $300 is not being credited to my ******* phone account like she stated. I have received two bills now with the same $16.66 charged (according to the bill this will be a monthly charge. I have repeatedly reached out to *********************, district manager for TCC South Eastern ************, no one has returned my calls. No one has returned my emails. I am extremely frustrated at this time. I feel that my 88-year-old mom has been conned out $300. Poor and deceiving business practices.
Customer Answer
Date: 09/20/2023
********************* the name of the salesperson. This is not for a repair issue. This for a refund.
Customer Answer
Date: 09/21/2023
Since I have submitted this complaint yesterday morning. I called a couple more times to the district manager and sent a message to TCC corporate office. I finally got a hold of the district manager, ********************* yesterday afternoon. She said that the company will be sending me a check for the refund. Also received a message from ***************************, Sales Support that stated that ********************* submitting the a request for a check to reimburse me for the rest of the refund.
Business Response
Date: 10/01/2023
Good Afternoon,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Initial Complaint
Date:09/06/2023
Type:Billing 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.
08/31/2023 I went to the TCC *********** ** location to purchase a phone. ******* assisted me with the purchase but provided me with no receipts. For the record, I have no issue with *******. He is doing the job (very well in fact) that he was trained to do. Upon reading the receipt for the $97 TCC charged me, I see that they charged me $699 and then credited me $699 for the phone as it was supposed to be free. However, they charged me the 6% sales tax of $42.00. When I emailed the location, I spoke with ***************************** who advised me that "Every customer pays 6% sales tax and processing on the full retail price of the device, you receive bill credits monthly to make that device free!"If that is the case, then I should not have received a credit on the TCC invoice. This receipt is a legal document. This is deceptive practices.
Business Response
Date: 09/11/2023
Good Evening,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Business Response
Date: 10/14/2023
Good evening,

I am 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. TCC is a premier retailer for ******* Wireless and is not owned or operated by ******* Wireless. 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 ******* Wireless bills, credits, promotions, rebates, or trade-ins. Instead, ******* Wireless is responsible for and handles these matters pursuant to ******* Wirelesspolicies and procedures.

Field leadership has made several attempts to contact ************** but has been unsuccessful in reaching her. ******* Wireless does not add the sales tax to the price of the device purchases that are being financed. The sales tax (6%)must be paid upfront at the time of purchase.

At this time, we consider this matter closed.

Thank you,

Ethics & Compliance Manager
Initial Complaint
Date:08/23/2023
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.
TCC ***************************************** ste ******************************** Date of transaction: July 21 2023, 3:39pm. Salesman **************** The salesman ****** never said anything about selling me a Redux Water membership for all 3 lines at $29.99 per line for a total of $89.79. These were unauthorized add on charges, not agreed to. He also didn't tell me he was charging me to set up our phones. He only partially set up 1 phone & the other 2 we set up at home. I am tech savvy enough to set up our phones. Again he charged me $29.99 per phone for a setup fee for all 3 lines $89.97 which wasn't authorized. Lastly I was supposed to just pay taxes on the phones we financed. He charged me Tax on the iPhone 14 that was paid off after the trade in from an old iPhone14 that was worth 1000$. Which there shouldn't have been any tax on. The only two lines their should have been tax on were ******* A14 (237.99$) and the ****** Pixel 6A (399.99$). Somehow after paying for the $89.97 for the Redux membership and $89.97 for the unauthorized set up fees that equaled 180$. The whole bill totaled $333.57 that would leave ****** left after subtracting the 180$ worth of charges. According to the bill total $333.57 - $180 for unauthorized charges that equals ****** the area on the bill that says Tax equals ******. That's 45.93$ off of the total bill. I want a refund for the 3 unauthorized Redux water protection charges that = $89.99 I want a refund for the 3 setup fees for all three lines equaling a total of $89.99. Lastly I want a refund for the line that was charged for tax, the iPhone 14 was paid in whole after the trade in. And then the remaining $45.93 difference left in the bill where their is no discription for this amount and I would like it back. The only thing I should be charged for is, Tax on 2 financed phones that's it. Looking forward to hearing from you.
Business Response
Date: 08/31/2023
Good Afternoon,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Business Response
Date: 10/10/2023
Good Morning,

I am following up regarding your complaint. Upon our internal investigation and according to the records maintained in our normal course of business, please be advised of the following information which I offer to the best of my understanding based on the conversations with key individuals close to the situation. This matter has been resolved with **************** as of 10/10/2023.

Please see the attached Refund RQ Sales Invoice of the three (3) Redux Membership Fees being returned to the customer for $89.97 ******** credit to the ******* account per ****************** request, which has been applied. The Field Leadership has also explained to Mr. ******************* the sales tax, setup fees, and trade promotions work.

We have counseled and coached all employees to ensure we are selling with integrity and provide the best business practices to our customers by disclosing all information before sales transactions are processed.

At this time, we consider this matter closed.

Thank you,

Ethics & Compliance Manager
Initial Complaint
Date:08/18/2023
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.
I purchased insurance on my phone against damage,lost,or theft from this store. I was told when I purchased it that if I had any problems with phone to bring it back to them they would fix it in the store or send it out. I had trouble with charging port . When I told the girl working there she asked if I wanted a new phone. I told her no I had insurance on it that I purchased here. She took a quick look at phone and said the port had damage. I informed her it was working fine that morning. Then she took her phone and shined light into the port and said it had trash in it. My question is how did it go from damaged to having trash in it while it was in her hand. I feel like they are trying to sale phones only. When I question her about insurance she got rude. When I told her I would be filing a complaint she told be to get out and not to come back.
Business Response
Date: 08/16/2023
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 08/17/2023
Cellular Sales has reached out to the customer to discuss their concern and the customer has advised they are not interested in discussing the matter with us. The customer may call ** if they wish to discuss further at ************, and we will attempt to navigate a resolution.
Customer Answer
Date: 08/17/2023
I had to get new phone. This is the first time I seen response from company
Customer Answer
Date: 08/17/2023
Try to call the number you gave me above. They said they are not affiliated with that store.
Business Response
Date: 08/17/2023
Cellular Sales was able to speak with the customer and determined this was not a Cellular Sales related issue. We have directed the customer to speak with ****************** - ******* Authorized Retailer at ************ for further assistance. Cellular Sales considers this matter closed.
Business Response
Date: 08/21/2023
Good Afternoon,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Business Response
Date: 09/11/2023
Good Evening,

I am following up in regards to your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information which I offer to the best of my understanding based on the conversations with key individuals close to the situation including ******* Wireless. TCC is a premier retailer for ******* Wireless and is not owned or operated by ******* Wireless. 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 ******* Wireless bills, credits, promotions, rebates, or trade ins. Instead, ******* Wireless is responsible for and handles these matters pursuant to ******* Wireless policies and procedures.

The insurance protection that customers purchase with ******* Wireless (not TCC) is through a 3^rd Party Vendor called Asurion. Customers are to contact the 3^rd Party Vendor (Asurion) by filing a claim at phoneclaim.com. Unfortunately, claims cannot be done in a ******* Wireless store location (or retailer). If a customer does not purchase insurance protection for their equipment(s) customers are provide with other options of a solution.

This concludes the investigation and consider this matter closed at this time.

Thank you,

Ethics & Compliance Manager

Ethics & Compliance Manager
Customer Answer
Date: 09/11/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

*******************************
Initial Complaint
Date:08/16/2023
Type:Customer Service 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 went to TCC on sunday 5/18/23 my husband phone broke got a new one which I thought was the same as he had a free android but no I paid 840$ then she said I could up grade mine I had a I phone 11 could get I phone 13 for 154$ if I traded mine in said ok itd be in in a couple days I got both phones a new case liquid glass protector I paid for all of it never financed any of it we found a way cheaper carrier than ******* but had to wait 60 days for phones to be unlocked we waited cancelled ******* on 7/20 now I get email my bill is 677$ I called the store said I was under contract for 36 months and I owe for the phone Ive been a ******* customer for 14+ years have never been under a contract. The girl at TCC never told me anything about a contract she sold me two phone all the accessories and today they just said sorry since u cancelled on a promotion u owe the 677$ thats unreal I said Id return phone said no its past 30 days so Im screwed again I switched to save over 200$ a month my husband and I r both in our sixties really this girl could of explained this never said a word but took money immediately please help if u can its definitely not right thank u
Business Response
Date: 08/21/2023
Good Evening,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Customer Answer
Date: 08/23/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

Business Response
Date: 09/09/2023
Good Evening,

I am following up in regards to your complaint. Upon our internal investigation and according to the records maintained during our normal course of business,please be advised of the following information which I offer to the best of my understanding based on the conversations with key individuals close to the situation including ******* Wireless. TCC is a premier retailer for ******* Wireless and is not owned or operated by ******* Wireless. 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 ******* Wireless bills, credits, promotions, rebates, or trade ins. Instead, ******* Wireless is responsible for and handles these matters pursuant to ******* Wirelesspolicies and procedures.

*************** traded in her original device (iPhone 11) and got a $600 trade-in credit for the new device (iPhone 13) purchase with Device Payment Agreement (DPP)over 36 months. The iPhone 13 retailed for $709.99, and **************** paid a $109.99 as a down payment and financed the remaining at $600 for the promotional credit.

*************** ported out her service with ******* Wireless and was charged for the remaining Device Payment Agreement (DPP). If a customer cancels or ports, their service from ******* Wireless to another carrier they forfeit all promotional credits and will be charged for the remaining Device Payment Agreement.

This concludes the investigation and consider this matter closed at this time. If you have any further questions, please contact the ******* Wireless directly **************.

Thank you,

Ethics & Compliance Manager
Initial Complaint
Date:08/10/2023
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.
My boyfriend and I made the switch from ******** to ******* on May 18, 2023, because we were not satisfied with the network service it provided. We were not getting coverage where we were told we would. Thinking we can have the best possible coverage and working phones. We went into our local ******* store in ********* and the store supervisor gave his speech for ******* that this is the best company to have for cell phone usage in our area, therefore we decided to switch. He guaranteed coverage in our area stating it was the best coverage around. However, after having made the switch, we are both are more unhappy now than we were with ******** than. Our phones have no network service. We always have drop calls, all of which we were told wouldnt happen. I, ****, who is the account authorizer, has called numerous times to ******* and have returned to the TCC store to have this problem fixed and also asked to have our phones returned so we could so we could try a different provider, Only to get some network issues looked at, which didn't solve the problem. We were even told to go to the nearest corporate store in *********, ********* to see if we could have this resolved and that turned out to be a dead end as well. Five to seven days after visiting the corporate store we went back to our local store to talk with the store supervisor where he threatened to call the police on us. All we wanted was to cancel our service and switch to a different provider. During this time, the 30 day trial passed because we got the run around about trying to fix our service and get help making it work even after saying we wanted to cancel within the 30 days. ******* is not stating since the 30 day trial is up we have three options; one pay half off what every device will cost together and return all the devices and leave with nothing. Or two, pay full price for every device and go to a different provider. Lastly, stay with *******, where we get no service.
Business Response
Date: 09/11/2023
I am following up in regards to your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information which I offer to the best of my understanding based on the conversations with key individuals close to the situation including ******* Wireless

Per field leadership, the only concerns the customer needed addressed during the return period was troubleshooting of the network settings over the phone with tech support and further explanation of the bill with customer service and myself. Both of these issues were resolved. The customers did not decide to return the equipment until they were outside the return period. The corporate store involvement was mentioned as an alternative if they needed a second opinion but it was not encouraged. We had already explained the return policy and that they equipment had to be returned at the store it was sold from which was not a possibility at that time.

Unfortunately, if a customer is outside the return period, they must work directly with ******* Wireless *************). TCC is a premier retailer for ******* Wireless and is not owned or operated by ******* Wireless. 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 ******* Wireless bills, credits, promotions, rebates, or trade ins. Instead, ******* Wireless is responsible for and handles these matters pursuant to ******* Wireless policies and procedures.

This concludes the investigation and consider this matter closed at this time.

Thank you,

Ethics & Compliance Manager
Initial Complaint
Date:07/14/2023
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.
In February we traded a phone in with this business giving us 800 dollar credit for phone.In March, we received bill and we had not been given 800 dollar credit for phone trade in. Started making phone calls to employees and manager.Was told the man who sold phone did not complete proper paperwork and they would make sure it got done. ************** came, same situation, called again, told same thing.May bill received, same identical promise to fix.Each time they would have excuses as to why form wasnt completed, I.e. employee sick, employee on vacation.In June w drove to their business. ******* Spent an hour with us assuring she would take care of situation.Mid June we received an email from ****** saying she has a bunch of specials that would actual lower our bill AND give us a 2 new phones, an iPad, and a watch.We agreed to trade in phones for 800 dollars each, watch for 650 and iPad for 800. She spent 3 hours with us. We were assured our bill was reduced. We got 2 new phones, our daughter had already gotten her phone. We got 1 watch and 1 iPad. All of which were traded old for new evenly without us owing anything, and as I said, guaranteed za bill of 173 per month. We received our first bill and it was over 300 dollars. We contacted business several times and each time they would put us off, then just refused to speak to us, so we called general manager out of *********, **. he smarted off to ** and nobody will fix our bill. We called ******* main company and one lady said she fixed it and would call us back July 10 to verify. We received no call. We called back and got another lady who said no trade ins were done. We are now stuck owing **** dollars on equipment which we would NEVER have gotten had they not told us our bill was going down and equipment traded out evenly. Wife is disabled and I am a retired teacher. We need assistance. When we went to ******** to look for similar situations with this store, there were all kinds of people with the exact situation.
Business Response
Date: 07/19/2023
Good Afternoon,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Customer Answer
Date: 07/20/2023
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.]
Here is my response to the questions you asked for. Thank you for looking into this matter.

Has the company addressed the issue of the dispute?
No, I called the store first and called them numerous times at least 10 to 12 times, eventually asking for the manager.  When I spoke to him, his response was: Ive done all I can do. I cant do anything about your bill.
I then contacted ******** I spoke with a woman who stated, The bill would be 203 dollars, it would show up on the next bill. She stated she could not give me but a projected bill. She said, I just cant give you an exact amount, but I will call you back in 5 days.  She did not call me back and in 6 days I called the number I reached her with and got another woman who said, The bill would be 263 dollars after she took everything off, but you will have to wait until your next bill to know for sure.  Next bill arrived, and it was still 323 which is NOT at all what they told us our bill would be. The store salesperson said it would be 172 dollars a month.
*If not, why?
See above.
*Has the company met the agreement they outlined in their response?
No, not at all!

Sent from my iPad

Regards,

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

Business Response
Date: 07/29/2023
Good Morning,

I am following up in regards to your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information which I offer to the best of my understanding based on the conversations with key individuals close to the situation. This matter has been resolved with ************************ as of 07/27/2023.

************************ will be receiving a credit in the amount of $760.00 via check request related to the Promo Issue with MTNs: ************ and ************ along with the two (2) months of credits the customer did not initially receive for said promotional offer.Please allow 30 business days for full processing of the check request within our *******************

We have counseled and coached all employees to ensure we are selling with integrity and providing the best business practices to our customers with all information being disclosed or explained before sales transactions are processed.

At this time, we consider this matter closed.

Thank you,
Ethics & Compliance Manager
Customer Answer
Date: 08/04/2023
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.]
No, the company has NOT addressed the issue. We did receive a text from the manager, *******, who stated:
The only way we can get the bill to that number ($223) is to take the protection off the account. Both **** and ****** are informed on what we need to do, there is simply no way to get the bill to $222 with a multi line protection plan. The extra tablet and watch = $20 device protection = $60 promotional fixes = $22.
With all that corrected, your bill will be $220.
My response to him was, I guess for me to meet my budget, I have to accept a lesser package ***** was promised. With that being said, am I going to receive credit on my prior bills?
I never received a reply.
He did say in an earlier text message that he would credit me 760 dollars, which is what was due. I have not received this yet.
Originally I was told my bill was $173 + insurance, making it $223. My bill has been $323 since we started this mess. Ive paid this out of my account via direct withdrawal on 05/01/23 = $300; 06/15/23 = $531; 7/17/23 = $323.12. *******, the manager, said I could NOT, get the deal that employees and I agreed upon unless I dropped ALL protection for the devices. He said I could NOT get out of the contract unless I paid it in full. I told him I would return all equipment and get old equipment back. Again, he said this was not possible.
I now have a bill of $223, but it is without insurance coverage as I was initially promised and I have NOT received a check or credit towards my bill for all the money Ive already paid over the $223.
I very much appreciate your continued assistance in this matter. Im not a person that is hard to get along with, I just do not like being lied to AND it was not until you all got involved, that *******, or for that matter, anyone else wanted to talk about this. I feel like I should get what I was told I would get.
Please feel free to call me if Im not making myself clear.
Thank you,
*********************************
************

Business Response
Date: 08/12/2023
Good Afternoon, ************************
We are following up again in regard to your complaint. After speaking with higher up leadership in the field. At this time, they can offer the $60 x 5 months = $300 from what was charged with the insurance. TCC is a premier retailer for ******* Wireless and is not owned or operated by ******* Wireless. 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 ******* Wireless bills (plans/features), credits, promotions,rebates, or trade ins. Instead, ******* Wireless is responsible for and handles these matters pursuant to ******* Wireless policies and procedures.
Now, as for the $760.We can confirm this was completed with our ****************** and the check (#*****) was sent out regular mail ****** on 08/02/2023.
Thank you,
Ethics & Compliance Manager
Customer Answer
Date: 08/15/2023
Greetings. I did receive the $760 dollar check as promised, but other than this, I have heard nothing else from them. Not really sure what was sent to you, as I have received nothing else. They told me my bill was going to be $223 WITH INSURANCE COVERAGE and after you all contacted them the manager, *******, said the only way they could get my bill down to the price promised was to discontinue the insurance coverage. I am not aware of any other offer that they wrote you about in their latest response. This company needs todo what they initially agreed to do. Too many people get conned by their spill and the sneaky way they promise one price, then hope you will just accept the price of the very thing over 30 days later. They make sure your first bill is received after 30 days because you then are not allowed to back out without a HUGE penalty. I would have NEVER agreed to a higher bill. My wife and I are on a fixed income. All I want now is my agreed upon insurance at my agreed upon price. I should not have to take less, it is their fault. Dont make an agreement for one price and then expect a person to have to beg for the agreed price or take a lesser product, such as no insurance. ******* and the staff of the ************, ** store were rude to me each time I called, eventually just telling me nothing could be done until you all got involved. I was always very nice. My wife and I are both retired ** school teachers and my wife is also a registered nurse. I say this because they acted like we were stupid. Our stupidity was ever dealing with this company. Your assistance with this matter is very much appreciated. I hope this has answered the questions sent to me. Feel free to contact me. Thank you for assisting us in this mess
Customer Answer
Date: 08/15/2023
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.]
Date Sent: 8/15/2023 8:15:03 AM
Greetings. I did receive the $760 dollar check as promised, but other than this, I have heard nothing else from them. Not really sure what was sent to you, as I have received nothing else. They told me my bill was going to be $223 WITH INSURANCE COVERAGE and after you all contacted them the manager, *******, said the only way they could get my bill down to the price promised was to discontinue the insurance coverage. I am not aware of any other offer that they wrote you about in their latest response. This company needs todo what they initially agreed to do. Too many people get conned by their spill and the sneaky way they promise one price, then hope you will just accept the price of the very thing over 30 days later. They make sure your first bill is received after 30 days because you then are not allowed to back out without a HUGE penalty. I would have NEVER agreed to a higher bill. My wife and I are on a fixed income. All I want now is my agreed upon insurance at my agreed upon price. I should not have to take less, it is their fault. Dont make an agreement for one price and then expect a person to have to beg for the agreed price or take a lesser product, such as no insurance. ******* and the staff of the ************, ** store were rude to me each time I called, eventually just telling me nothing could be done until you all got involved. I was always very nice. My wife and I are both retired ** school teachers and my wife is also a registered nurse. I say this because they acted like we were stupid. Our stupidity was ever dealing with this company. Your assistance with this matter is very much appreciated. I hope this has answered the questions sent to me. Feel free to contact me. Thank you for assisting us in this mess

Regards,

*********************************
Initial Complaint
Date:06/14/2023
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.
In November 2022 I responded to an offer for a free iPhone from *******Wireless (operated by TCC in *********, **) in exchange for trading in my current iPhone. I have been fighting ever since to get TCC to pay for that iPhone as the charges for it continue to show up on my monthly bill, which currently says I owe over $900 for the phone which is billed at ***** per month. I have spent countless hours on the phone with ******* and with ******* trying to get this resolved. It's now 6 months later and no resolution. I just want TCC ******* Wireless to stand up to its agreement. Pay for the remaining phone bills you promised to pay for! And refund the money I've already paid over the past several months. Live up to your commitments.
Business Response
Date: 06/15/2023
Good Morning,
We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Customer Answer
Date: 06/22/2023
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.

The reply indicates they've acknowledged my complaint but they've not taken any action on it. It says, "We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter." I need to wait for more information from them in order to effectively respond.

Regards,

*************************
Business Response
Date: 07/14/2023
Good evening,
I am following up in regard to your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information which I offer to the best of my understanding based on the conversations with key individuals close to the situation including ******* Wireless. This matter is currently being handled by ******* Wireless for ****************** based on the investigation within her account. It does appear that ******* Wireless will follow up with ****************** on 07/18/2023 in regards about the Case with the PCA/VSL promotion fallout issue. TCC did provide ****************** with a credit back on 04/02/2023 and 04/12/2023 in the amount of $360, see below.
Jul 14 15:00:28 Contact Name: *************************. MDN ************: CASE#*******-I WILL FOLLOW UP WITH CX ON 7/18/23 AROUND 7AM AZ TIME/10AM ET FOR CX.

Jul 14 14:51:02 Contact Name: *************************. MDN ************: CASE#*******-IF PCA IS DENIED WE WILL ISSUE CX CREDIT FOR $400.

Jul 14 14:50:24 Contact Name: *************************. MDN ************: JUST NOTES -CASE#*******-I***** 8-354893092311265 // ORDER# H************ STORE N134101-DEVICE TURNED IN AT STORE //TRACKING ***** ************ SHOWS DELIVERED ON 12/7/22.************OST PAGEID 360599.

Jul 14 14:46:28 PROMO FALLOUT FORM SUBMITTED.MDN **********//PCA TICKET ID: ********//SEE RECENT TICKET SECTION IN PCA FOR TICKET STATUS//FALLOUT FORM TICKETS WILL BE REMARKED UPON COMPLETION.

Jul 14 14:13:21 Contact Name: *************************. MDN ************: GOING OVER PCA FOR LINE **** CASE *******.

Jun 19 11:51:23 WFM ITEM ID/TYPE: *********/E,MDN ************: CS OFFLINE REVIEW // PROMOTIONAL CORRECTION REVIEW FOR OST ******// CONFIRMED MDN ********** DOES NOT QUALIFY FOR PROMOTIONAL SPO. THE PROMOTION WAS ONLY AVAILABLE TO SPECIFIC ACCOUNT LOYALTY OFFER WASNT OFFERED TO THIS ACCNT. PLEASE REVIEW ELIGIBILITY REQUIREMENTS UNDER OST ******.

Jun 14 16:29:56 Contact Name: *************************. MDN ************: CCI THROUGH REP STORE EMPLOYEE NAME :******************** LOCATION ID :************ LOCATION NAME :TCC MT LEBANONCREDIT APP NUMBER :CALL REASON :CARECALLBACK # :4125102369SHE GOT A ***** BACK IN DECEMBER, THERE WAS SUPPOSED TO BE A LOYALTY OFFER PUT ON THAT ***** THAT WAS NEVER ADDED, REP SAYS BACK THEN OMNI WAS NOT WORKING CORRECTLY, FOUND THE ***** SHE TRADED IN THROUGH INFORMATION REP GAVE ME, SUMMITED A PCA TICKET.

Jun 14 16:24:38 PROMO FALLOUT FORM SUBMITTED.MDN **********//PCA TICKET ID: ********//SEE RECENT TICKET SECTION IN PCA FOR TICKET STATUS//FALLOUT FORM TICKETS WILL BE REMARKED UPON COMPLETION.

Apr 12 20:51:36 PMT RECEIVED FROM: DTSPA | VENDOR: DAT| CENTER: ****** |PMT TYPE: PA |PMT **** ****** |PMT DATE: 04/12/2023.

Apr 02 16:22:03 PMT RECEIVED FROM: DTSPA | VENDOR: DAT| CENTER: ****** |PMT TYPE: PA |PMT **** ****** |PMT DATE: 04/02/2023.

Apr 02 15:07:54 Contact Name: MDN: ********** LOC: N134101 UID: N134101 AGENT NAME: TCC Location N134101: providing one-time courtesy credit in the amount of $360.00 in regard to Promo Issue related to OST ****** - BMSM - iPad 9th Gen (2021) for as low as $0/mo - Consumer Indirect. Customer was quoted BMSM that was eligible only for new line iPads for an iPad upgrade. Per ******* PCA tool, customer is receiving $100 credit toward device. $359.99 makes up for remainder promised. Honoring promo and credit as customer satisfaction. Please allow 3-6 months for full credits (inform of a payments) to be applied.
At this time, we consider this matter closed. ****************** will need to continue working with ******* Wireless directly.

Thank you, Ethics &Compliance Manager

Customer Answer
Date: 07/17/2023
Better Business Bureau:
Thank you so much for this. Heres my response. It should go under the rejection line (I have reviewed the response made by the business in reference to complaint ID ******** and have determined the response would not resolve my complaint)
TCC has still not satisfactorily resolved the problem, which their ******* dealerships created.
The issue here is encapsulated in the two paragraphs below from their own response:
**Jun 19 11:51:23 WFM ITEM ID/TYPE: *********/E,MDN ************: CS OFFLINE REVIEW // PROMOTIONALCORRECTION REVIEW FOR OST ******// CONFIRMED MDN ********** DOES NOT QUALIFY FORPROMOTIONAL SPO. THE PROMOTION WAS ONLY AVAILABLE TO SPECIFIC ACCOUNT LOYALTY OFFER WASNTOFFERED TO THIS ACCNT. PLEASE REVIEW ELIGIBILITY REQUIREMENTS UNDER OST ******.
*Jun 14 16:29:56 Contact Name: *************************. MDN ************: CCI THROUGH REP STORE EMPLOYEENAME :******************** LOCATION ID :************ LOCATION NAME :TCC MT LEBANONCREDIT APPNUMBER :CALL REASON :CARECALLBACK # :4125102369SHE GOT A ***** BACK IN DECEMBER, THERE WASSUPPOSED TO BE A LOYALTY OFFER PUT ON THAT ***** THAT WAS NEVER ADDED, REP SAYS BACK THENOMNI WAS NOT WORKING CORRECTLY, FOUND THE ***** SHE TRADED IN THROUGH INFORMATION REPGAVE ME, SUMMITED A PCA TICKET.
These paragraphs, which I assume came from notes that ******* call center reps added to my phone account, clearly state that the iPhone I traded in wasnt correctly tied to the promotion in the first place. (The ******* call center person I spoke with directly on 7/14 told me (1) the dealer ***** tie the iPhone to the offer and (2) that they only gave me an in-store credit of $50 for it, none of which was ever explained to me by the dealer. In fact, the *********, **, store person who took my phone for the trade wasnt the same sales rep who signed me up ******* ****, in fact, upgraded my existing phone to the 14 iOS before I got the new phone which caused some apps to shut down and I had to go back into the store to get him to fix the problem. It was several weeks before the new iPhone came in and **** was at the second location (***********, **) at the time, which was why a different sales rep exchanged my phone. (I dont know if that was an issue but wanted to make clear that there were TCC mistakes from the start which **** tried to get sorted out. Part of the problem is that the manager of the store changed and left without signing the paperwork to correct it at least thats what **** told me when we called ******* call center together the first time. We had to call several times, including to get the iPad situation sorted because I began being charged for the iPad and hadnt even received it yet! TCC ***** submit the right paperwork then either, but finally I got the $250 refund and additional small incremental credits to pay off the iPad sorted, which is also detailed in the TCC response. I have a ******* chat case number detailing this.)
Note that this iPhone promotion was during the November 2022 time frame. This situation has been going on since then. *** spent hours and hours on the phone and in the Mt. Lebanon TCC ******* store with **** and the ******* call center. The last call (the 6/14* call referenced above) again, supposedly fixed it. But when I got this months ******* bill and I ***** get a refund, nor was there an adjustment to the iPhone charge, I left a voice mail and a text for **** again. No response. So I called ******* directly.
On an online chat on 7/14 for at least two hours, the rep informed me that IN JUNE (see 6/19** reference above) it was decided that I wasn't eligible for the promotion to begin with! (Note: No one informed me of this at the time.) Why was it rejected? One reason was because my traded in iPhone wasnt attached to the promotion. Turns out the TCC rep ***** attach it to the promotion and, instead, gave me a $50 credit in-store credit. (I wasnt informed of that either. This was the first time I learned of it.)
From the 6/14* notes, it clearly states that **** told them that: "THERE WAS SUPPOSED TO BE A LOYALTY OFFER PUT ON THAT ***** THAT WAS NEVER ADDED, *** SAYS BACK THEN OMNI WAS NOT WORKING CORRECTLY." It's an internal fault at TCC that the offer ***** go through according to the TCC rep himself!
In any case, I should have been told in November or December, not find out 6-7 months later when on a chat on 7/14 with a ******* call center person. Since the original deal blew up, the ******* call center rep on her own went looking for another deal that I might be eligible for. She found the $400 offer which she said my iPhone was eligible for. She is supposed to call me back on 7/15 to let me know if its approved, but even if it is approved, ITS NOT THE DEAL TCC INITIALLY OFFERED ME AND IT DOESNT COVER THE $600 BALANCE -- THE I***** COST IS $1028.06 which means Im out of pocket $600 because of the screw-up the TCC folks made. They should have known their own promotions. If I was not eligible, they should have told me when I purchased the phone in 2022. This was a case of either bad training, bad management, or bad process.
So, if ******* corporate is only going to give me a $400 credit, then the balance the $600 is what TCC owes me.

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