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

90 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:06/05/2023
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.
Started a contract with this company back in December of 2022. **** was initially quoted at roughly $400. My 1st bill was almost $1000 and they admitted it was a mistake and works fix it and never did. Throughout the course of 4-5 months they continued to mess up my bill and couldn't get everything corrected. I was told to just pay the bill and they would refund me the money that I over paid and that never happened. My last bill I paid was told to put down a certain amount and they would adjust the rest with credits to pay that bill. They never did that and I was shut off during the middle of a work day resorting in a loss of $21,000 because I was unable to contact my customer and they went with a different company. That was the last straw for me. I've given them so many opportunities to correct everything and it's always a run around with empty promises. They still owe me a promotional product of earbuds and they now are requesting over $4000 in cancelation fees.
Business Response
Date: 06/06/2023
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: 06/14/2023
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.

I have not received any communication from ******* concerning this issue so I am unsure if anything had been resolved. I was told someone would reach out with a couple buisness days *** it has been well past that time frame. This is part of the issue I've had with *******. No communication and no follow through with promises

Regards,

***********************************
Business Response
Date: 06/22/2023
Good Afternoon,

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.
During our investigation into the concerns that were raised, we reviewed the notes with ******* Wireless that were made related to Mr. ******* ******* Wireless account we learned the following:
All promotions (including Trades) for a monthly bill credit can take up to 2-3 bill cycles before being fully applied to a consumer/business account per ******* Wireless policy. Customers are responsible for paying their monthly bill like normal and not wait for credits to be applied since they are retroactive. However, in the case it has been confirm that the monthly bill credit for said promotions and with the trades did start to be applied on the December 12 2022 January 11 2023 bill until the customer cancelled the service on May 11, 2023. In addition, the customer also received the credit (one-time $397.00) on the same bill for the organic Trade value for each device. Also, on 02/14/2023, ******* Wireless gave the customer a credit for the difference on the promotion for MTN: ********** the credit was applied instantly and not toward the *** (monthly charge) for that MTN.
*Feb 14 Contact Name : Credit Reason CONTACT NAME: ************************************* MOBILE NO: ********** ISSUED ADJ *** ******* ADJ ***** 98-AGENT/REP DRIVEN ADJUSTMENT CODE: OCC DESC: CCC: EFF DATE: 02/14/2023 ADJ REASON: CUSTOMER WANTED TO ORDER WATCH ON 11/24/22 REP ORDERED 5 DEVICES THAT CREATED A PENDING ORDER WHICH DID NOT ALLOW FOR WATCH ORDER BY 11/27/22 FOR PROMO OST ******. CUSTOMER IS GETTING ******* CURRENT BF WKD PROMO WAS ****** 180 IS THE DIFFERENCE INVOICE DATE: UNBILLED WFM ITEM/TYPE/USER ID.
Furthermore, it does appear that ******* Wireless was willing to work with the customer and allowed them to return the six (6) devices and remove the buyout charges. However, since the customer ported over to another carrier before letting ******* Wireless to continue to assist further. This means the customer then would forfeit any promotions and/or disconnects etc. and is responsible for the final bill and buyouts. See more below on this for additional explanation.
*May 14 Contact Name: ***************************************** MDN ************: CX SWITCHED OVER TO A DIFF SERVICE PROVIDER BECAUSE OF HIS BAD EXP WITH *******, HIS BILL HAS GONE UP WAY HIGHER AND WAS EXPECTING A CREDIT THAT'S WHY HE DID NOT PAY HIS BILL/HOWEVER THE CREDIT WAS NOT APPLIED AND MADE HIS SERVICE SHUT OFF DURING HIS WORK AND CLAIMING HE LOST AROUND $20000/HE WANTED TO *********** IF THE WHOLE ***ANCE CANNOT BE WAIVED SINCE HE BELIEVES THAT WHAT ******* DID WAS WRONG/ADV CX TO RETURN THE 6 DEVICES SO THAT WE CAN TRY TO REMOVE THE BUYOUT CHARGES BUT CX SAID HE ALREADY TRADED IN THOSE DEVICES WITH HIS NEW CARRIER/ADV CX HE REALLY HAS TO PAY FOR THE *** BUT CXTHINK IT'S NOT FAIR AND RIGHT TO PAY FOR IT SINCE HE ALREADY LOST $20000 WHEN ******* SHUT OFF HIS SERVICE/OFFERED TO WAIVE RECONNECT FEES $120, CX AGREED BUT STILL WANTED TO THE WHOLE AMOUNT TO BE WAIVED.
*May 14 Contact Name : Credit Reason Unadjustable Charge Adjustment applied to Account in the amount of -$120.00 for see remarks and documentation as CS-Customer Satisfaction towards invoice dt 05/11/2023.
If a customer cancels their service with ******* Wireless, customers will then forfeit any type of promotional credits along with any rebates. This also goes for any other type of discounts like autopay, monthly plan (loyalty), employer etc.
*May 11 MKT/OCC ***** MDN ************ AGMT#********** TRADEIN PROMO CREDITS ENDED ON 05/11/2023 DUE TO DISCON SVC.
*May 11 MKT/OCC ***** MDN ************ AGMT# ********** PROMO CREDITS ENDED ON 05/11/2023 DUE TO DISCON SVC.
*May 11 MKT/OCC ***** MDN ************ AGMT# ********** TRADEIN PROMO CREDITS ENDED ON 05/11/2023 DUE TO DISCON SVC.
*May 11 MKT/OCC ***** MDN ************ AGMT# ********** TRADEIN PROMO CREDITS ENDED ON 05/11/2023 DUE TO DISCON SVC.
*May 11 Contact Name: FCST494P $200 Switcher Rebate, charged back $200.00. MDN disconnected less than 360 days after activation; submission trk #********** shipped.
*May 11 Contact Name: FCST494P $200 Switcher Rebate, charged back $200.00. MDN disconnected less than 360 days after activation; submission trk #********** shipped 01/24/2023.
*May 11 Contact Name: FCST494P $200 Switcher Rebate, charged back $200.00. MDN disconnected less than 360 days after activation; submission trk #********** shipped.
*May 12 ****: *********- 1 END DT 05/11/2023 DELETED SPO: ****- LOYALTY $20 DISCOUNT 4+ PHONES.
Customers are also responsible for any remaining Device Payment Agreement (***) balance with each device that is being paid for monthly. Also, this is known as Force Buyout for the *** when a customer/business cancels services with ******* Wireless. In this case the customer had six (6) ***s that had a remaining balance on them.
*May 11 DEV PMT AGREEMENT # ********** STATUS CHANGED ON 05/11/2023 TO FORCED BUYOUT; AS OF 05/11/2023: REMAINING BUYOUT AMOUNT IS $1,017.39.
*May 11 Contact Name: FCST497P Device Payment agreement # ********** remaining balance will be billed in full on the next bill due to disconnected MDN.
*May 11 DEV PMT AGREEMENT # ********** STATUS CHANGED ON 05/11/2023 TO FORCED BUYOUT; AS OF 05/11/2023: REMAINING BUYOUT AMOUNT IS $1,099.89
*May 11 Contact Name: FCST497P Device Payment agreement # ********** remaining balance will be billed in full on the next bill due to disconnected MDN.
*May 11 *** PMT AGREEMENT # ********** STATUS CHANGED ON 05/11/2023 TO FORCED BUYOUT; AS OF 05/11/2023: REMAINING BUYOUT AMOUNT IS $733.26.
*May 11 Contact Name: FCST497P Device Payment agreement # ********** remaining balance will be billed in full on the next bill due to disconnected MDN.
*May 11 *** PMT AGREEMENT # ********** STATUS CHANGED ON 05/11/2023 TO FORCED BUYOUT; AS OF 05/11/2023: REMAINING BUYOUT AMOUNT IS $549.78.
*May 11 Contact Name: FCST497P Device Payment agreement # ********** remaining balance will be billed in full on the next bill due to disconnected MDN.
*May 11 DEV PMT AGREEMENT # ********** STATUS CHANGED ON 05/11/2023 TO FORCED BUYOUT; AS OF 05/11/2023: REMAINING BUYOUT AMOUNT IS $302.28.
*May 11 Contact Name: FCST497P Device Payment agreement # ********** remaining balance will be billed in full on the next bill due to disconnected MDN.
*May 11 DEV PMT AGREEMENT # ********** STATUS CHANGED ON 05/11/2023 TO FORCED BUYOUT; AS OF 05/11/2023: REMAINING BUYOUT AMOUNT IS $348.15.
*May 11 Contact Name: FCST497P Device Payment agreement # ********** remaining balance will be billed in full on the next bill due to disconnected MDN.
Unfortunately, TCC is unable to assist ****************; instead, **************** must contact ******* Wireless at ************** as the account has been turned over to collections. TCC has no authority or control over this.

Thank you,
Ethics & Compliance Manager
Customer Answer
Date: 06/23/2023
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,

***********************************
Initial Complaint
Date:05/17/2023
Type:Sales and Advertising 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 into the store to seek information about my phone. The manager told the salesperson and myself I could save money if I bought a new galaxy phone my payment would go from ****** down to ******. My payment has increased to 181. I am waiting for my government discount to kick in, but that is only 15%. I called and the manager said he was busy and would call me back. I never received a phone call. I feel the manager misrepresentation the information and was not honest. I want my monthly payment to go down immediately to the correct amount.
Business Response
Date: 05/17/2023
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: 05/19/2023
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.
My satisfaction with the complaint will be determined after their investigation.

Regards,

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

Business Response
Date: 06/06/2023

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 06/01/2023 by the stores field leadership. ******************** was also contacted and explained monthly service charges, trade in promotion, autopay, and discounts etc.

At this time, we consider this matter closed.

Thank you,
Ethics & Compliance Manager

Customer Answer
Date: 06/08/2023
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.
Has I explained, I will not accept this as closed until I see the payment amount I was promised. ****** stated I would have to wait to see the changes on my July bill. Once I receive my July bill, I will determine if this is closed.

Regards,

***************************
Initial Complaint
Date:05/10/2023
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.
Hello Chi, I dont know whether or not you remember us but my name is *********************** and my wifes name is ****. We were in to visit you on April 13th. I feel the need to write to you to express my extreme displeasure on the way our upgrades were handled. I was a sales insurance for many years and solely believed in needs based selling. In our case, I feel that was not the case at all. You assumed that my wife wanted to upgrade her phone and it was our decision to do so. I also understand you asking about iPads and watches. What I dont like is the fact that you told ** that we needed new phone chargers and car chargers as our ports had changed--our present chargers work sufficiently. You also added Redux coverage to our accounts without our knowledge or consent. As very longtime ******* home and wireless customers, we are not happy at all. I expressed my concerns when completing the survey that was emailed to me. ***, I wanted to bring this situation to your attention in the hopes that, in the future, you put your customers needs first. *********************** THE ABOVE IS THE ***** THAT I SENT TO OUR SALES ************************** ON APRIL 26, 2023. MY CONCERNS, AS STATED ABOVE, INCLUDED THE ADDITION OF THE ***** COVERAGE AT $29.99 PER PHONE LINE--TWO LINES WERE ADDED WITHOUT MY CONSENT. IN ADDITION, THE ******* HOME DEVICE PROTECTION COVERAGE WAS ADDED TO MY DAUGHTER'S PHONE, AGAIN, WITHOUT OUR CONSENT. WHEN I SENT A FOLLOW UP ***** TO ******************* REGARDING THE OPTIONAL ***** COVERAGE ADDITION, I DID NOT RECEIVE A REPLY. I FEEL THAT OUR TRANSACTIONS WERE HANDLED IN A DECEITFUL AND UNDRHANDED MANNER AND I FEEL THAT THIS IS TOTALLY UNAACCEPTABLE. ANY ASSISTANCE YOU CAN PROVIDE WOULD BE GREATLY APPRECIATED. SPECIFICALLY, I AM LOOKING FOR THE ***** COVERAGE FOR BOTH PHONE LINES TOTALING $59.98 TO BE REMOVED. I WILL N-E-V-E-R UTILIZE THIS TCC LOCATION EVER AGAIN!
Business Response
Date: 05/15/2023
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: 06/01/2023
Good Afternoon,

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 05/18/2023. Please see the attached Refund RQ Sales Invoice of all in-store charges being returned back to the customer in the amount of $545.86 Please allow ***** business day for the full processing of the check request within our Finance department.
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: 06/02/2023
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:04/05/2023
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.
The phone I bought for my son doesnt work I tried to return within the 30 days like the plan allows but ***************************** told my son it was over 30 days It was clearly only 28 days as staff members us and calendar shows My husband and I have tried to call ******** several times He has not returned our calls Also we are owed 800 for a trade in credit for ********************* old IPhone but ******** wouldnt except the phone from our son now the time has passed and still no return call from ******** I want a billing credit of 800 and a working phone for my son
Business Response
Date: 04/07/2023
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
Business Response
Date: 04/21/2023
Good Afternoon,
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.
This matter has been resolved with Mr.& ****************, per field leadership, who spoke to the customer directly. *************** informed field leadership that ******* Corporate *************** allowed the customer to return the device even though it was passed the 30 days and sent a shipping label to have original device sent back that was purchased with TCC and not ******* Wireless. **************** also informed field leadership that does not plan on returning anything that was purchased. Any further questions or concerns should be directed to ******* Wireless **************.
At this time, we consider this matter closed.
Thank you,
Ethics & Compliance Manager
Initial Complaint
Date:03/27/2023
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.
New to ******* and TCC. Signed up for a great deal with my trade ins'; so I can received discounts on my New IPhone 14 Pro *** that I purchased. However, I changed providers from TMobile to ******* because of the great deals they were offering on the IPhone. It has been a nightmare for me; and I have only been with them since 02-4-2023. My phone has been compromised and my services. Someone has locked me out of my services, the phone and taken my discounts from my trade ins'. I spend more time at ******* Stores; and I am not an employee. Please assists me with Cancelling this Contact with unlock devices to me; and an Even trade ins' for both cellphone and i pad because i gave a cellphone Galaxy Ultra 2021 and tablet. This is very frustrating to have a telephone that i can't use because someone keeps changing. It extremely difficult to contact Management or Owner because they are not available and can't get contact information. This is causing me to much money. Thank you in advance for your assistance. The main issue is the billing is still wrong because it keeps changing. My monthly note should be around $135.00 and not $370.00. The resolved some of the billing concerns; but not all. Please help.
Business Response
Date: 04/03/2023
Good *************************

After further review, on this BBB Complaint. We have no records of this individual being a TCC customer. I dont know if this individual can provide what ******* store location and TCC store location or where he switch his services from ******** to ******* at. I wonder if it might be Dealer store location. However, the nature of this individuals issue would be more for ******* Wireless to help manage and handle.

Thank you,

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

Ethics & Compliance Manager

******* Authorized Retailer

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

Cell: ************** | Office: **************

Email: *****************************************

Web: tccrocks.com | wirelesszone.com
Customer Answer
Date: 04/03/2023
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.
The contract is in my married name; so ******************************* and ********************************************* ****** was the representative at TCC location *************************************************************** on 02-04-2023. We purchased an IPhone 14 pro *** with a trade in of Galaxy Ultra 21. Then, returned on 02-15-2023 and purchased a I Pad tablet with a trade in of a Galaxy tablet. ]

Regards,

Nyl ********

Business Response
Date: 04/07/2023
Good Morning,
We have received your complaint and the additional information. We 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: 04/21/2023
Good Afternoon,

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.
This matter has been resolved with ********************, per field leadership, who spoke to the customer directly. However,******************** was advised that field leadership was able to get the device functioning as it should, but the promotions were removed by *******. Field leadership submitted a VSL to have the promos reapplied to the account and both of these issued occurred after the customer left the store and everything was processed correctly at the stores end. It also appears per the remarks on the customers ******* Wireless account, that the customer may not have been made aware by ******* when calling into them that when you change or disconnect a mobile telephone number any promotions associate to a line/mobile telephone do not transfer to the new mobile telephone number or continue to apply to a disconnected mobile telephone number. ******************** would need to work back with ******* Wireless ************** further on the promotional issues.

At this time, we consider this matter closed.

Thank you,

Ethics & Compliance Manager
Customer Answer
Date: 04/21/2023
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:03/24/2023
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.
In July 2022, we returned a ******* home phone "receiver" to the TCC ******* store in ************, ********. The two people working in the store that day were busy with customers. When asked what I needed, I told him that I needed to return a home phone receiver. I was informed they could not give me a refund, to which I explained that I had not paid anything for the equipment (except the sales tax) so I didn't need or expect a refund, I simply needed to return their equipment since we had switched carriers. I was told to leave it on the counter and they would "take care of it". I was not offered a receipt. It was in the original packaging with original bar codes. Since it would have been very easy to identify it and reinventory it, I assumed it would be accurately dealt with. In August I began receiving bills for the receiver. I have made numerous visits to TCC, had numerous phone conversations with them & written numerous letters, with no response. I have filed a complaint with the Office of the Attorney General. We were asking to have the charges dropped but would have accepted a "reasonable" offer. None was offered. They refused to negotiate at all.We had been customers of theirs for 28 years and had not had any missed payments. They have sent this to collections and have ruined our credit rating, dropping from 825 to 660. Obviously we will never do business with them again. Please help.
Business Response
Date: 04/01/2023
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
Business Response
Date: 04/07/2023
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 04/07/2023.TCC will refund ($11.37) for the cost of the Home Phone Connect device that was originally purchased and returned along with the ******* Collection Notice for the equipment that was not properly processed in store and the final ******* bill of ($111.04). ****************** will receive a check request with a grand total of $122.41. Please allow ***** business days for the full processing of the check request within our Finance department.

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
Initial Complaint
Date:03/20/2023
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.
I purchased a cell phone and watch from the TCC on ******** on Sept 6, 2022. I was told (and have contracts) to show that my phone was paid in full, and I received promotions on the watch. My bill was supposed to be $66 plus tax total each month. My bills have consistently been around $185/month, at three times the price I was told I should be paying. A few months down the line, I did get the internet promotion as well, which adds $43 to my bill. My bill should be around $100-$120/month at this time. I received another bill for $165 due on March 28th. It has been over 6 months of overpaying and not receiving credits or coming to a resolution with the ******* staff. I would now like to request all credits be adjusted and returned via the Better Business Bureau.I can dig up the paper contract I received when I signed up which should show the promotions I received if needed.
Business Response
Date: 03/27/2023
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: 03/29/2023
Good Afternoon,
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. This matter has been resolved with ******************** as of 03/21/2023 per field leadership who worked directly with the customer.
The original Trade only registered as $200 at POS vs $800 which was what it was supposed to be but since the *** (******* Wireless) department that handled VSLs had to submit it to the offline business promo escalation team which takes an average of 2-3 months to hear back it was already starting on delay. When they got back to us they (******* Wireless) only applied the $700 trade amount not $800 and the watch line was promo never attached as well as the ** promo. After numerous times reaching out to the I2B and *** with ******* Wireless they continued to state there was no update. Unfortunately due to transition and old position being dissolved nationally it caused a little more delay and I finally got a response on 03/21/2023 that the credits were corrected on 03/13/2023 but no one reached out because I2B (******* Wireless) didnt know where the request initially came from. I then reached out to the customer on 03/21/2023 to explain everything and she was happy with the resolution after our call. It has been confirmed by ******* Wireless the customers account has been remarked of the above details of completion.
We 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
Initial Complaint
Date:02/07/2023
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.
Back around the end of Q3 of 2022, my son and I went into TCC ******* to get new phones. We ended up with two new phones. However, we were quoted a recurring monthly bill that was over $40 less than what we are actually paying since entering the new terms. I am requesting that the original quote be honored as I was told it would be upon following up twice with the store on separate occasions.
Business Response
Date: 02/13/2023
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: 03/03/2023
Good Afternoon,
I am following up in regards to your complaint. After further review, we have received an additional complaint through the Office of the Attorney ******** and already started the investigation. The stores Regional Director (******) did contact this customer further to understand what happen in regards to their complaint. The RD received no answer but left a message for the customer to call her back.
At this time, we will close this BBB matter and continue our investigation with the ** complaint.
Thank you,
Ethics & Compliance Manager
Initial Complaint
Date:01/11/2023
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.
12/22/22- Went to ******* store to receive "free Iphone 14 upgrade as advertised on TV"4 older phones turned in, two iPhone 14s, an iPhone 13 and a Pixel 7 were received. (also informed we would receive a tablet for no extra $$ we have yet to receive).After 2hrs in store, the Phones were setup, and we were asked to pay $319 in setup fees, activation and taxes. We balked as we were repeatedly told it was a free upgrade. We were informed that the phones were already setup up, so the $319 charge was put on a Credit Card. The sales rep was repeated asked if any other changes/charges would be made, which the rep shrugged off without answering the question. The rep was working with multiple customers at once, and communication was lacking to say the least. The breakdown for the $319 charges was not discussed, but the receipt was folded and put in the bag with the phone boxes. A few days later I received a text from ******* that my bill for $425 would be due next month. I was appalled as the monthly bill is typically $188. I went online and saw that we had been charged activation fees for all phones, a one-time fee. It also stated that my monthly bill would now increase by over $50 per month. This was not discussed nor authorized. I went back to the store, where another representative did a spreadsheet work up of how the charges came about. This was not done at point of sale, and if it had, we would not have moved forward. This represents an $1100 change to our agreement ($319 in setup/taxes, $235 in activation, $600 in monthly charges over a 12month period).I asked who authorized these changes? Her reply was that they had "implied consent". I was told that I could return the phones, with all original packaging (which we no longer have) and pay a $50 restocking fee. Another $200 charge. On top of that our old phones have already been disposed of, which would result in another purchase.I have complained to both ******* and TCC with little response.
Business Response
Date: 02/06/2023
Good Morning,
We have received your complaint and started our investigation. 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.

The Cellular Connection (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 customer ******* advertisements, ********, credits, promotions, rebates,******************-ins as these items are handled by and pursuant to ******* Wireless policies and procedures.

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:12/26/2022
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 recently went to the local tcc store to get new iPhone 12 phones. We were charged fees for items we did not get and were not told about. They charged us fees for set up of the phone (not activation) which we set up our own lines. They also charged us so ******** water protection fees. They **** you in with a smile and sweet demeanor but they rip you off just like every other ******* store. This is fraud what they are doing. We were also signed up for ******* home protection...which again didn't sign up for. And how are they protecting us? We didn't get any equipment - bo camera alarm or anything else. They just guess when there is an issue.
Business Response
Date: 01/09/2023
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: 01/19/2023
Good Afternoon,
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 01/19/2023. Please see the attached Refund RQ Sales Invoice of the Setup Assistant & Redux Membership Fees being returned back to the customer in the amount of $119.96. Please allow ***** business day for the full processing of the check request within our Finance department.
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

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