Mobile Phone Service
TCCComplaints
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.
If you've experienced an issue
Submit a ComplaintThe 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:12/22/2022
Type: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.
Brief: I purchased TWO cell phones in May, one for myself and the other for my son. ******* had an $800 trade-in credit promotion. The salesperson, *****, listed both purchases on my primary number, so I only received ONE trade-in credit. I am getting billed for the other $800. I have returned to the ******* store at least 15 times in the last seven months. I have been told numerous times that it is resolved but to wait for one to two billing cycles. I have been told a Manager will follow up. Nothing is resolved. I have NEVER received a return call.On the ******* website, I printed the Installment agreements for both phones (attached as supporting docs). It clearly states an input error from the sales agent. An **************** were both added with ONE phone #. ******* has both phones attached to the correct #s for service but not billing. When looking at the "Device-Payment-Agreement" you can see the Borrower's phone number on both agreements is ************. Below that looking at Description of Goods, one form has ******* Galaxy S22, and the other is iPhone 13. Both phones are operational, except the iPhone13 is on a different line *************). ******* is aware of and refusing to correct the issue. They said to talk to the store, which has been unresponsive.I called ******* & they said to file a police report that it would be quicker than them solving this issue.
Business Response
Date: 01/05/2023
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: 03/14/2023
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 ************. Please see the below remarks from ******* wireless on the Promotion dispute. ******* also went back and retro active the promotion of credits on in the amount of $200.06, the monthly promotion credit will be $22.22 until the 36 month Device Payment Plan agreement with ******* is fulfilled unless the customers payoff the device early.
02/15/2023 12:34:35WFM ITEM ID/**************/E,MDN ************: CS OFFLINE REVIEW // PROMOTIONAL CORRECTION REVIEW FOR OST 358493//CONFIRMING MDN ************ QUALIFIED FOR $800//PROMOTIONAL SPO **** HAS BEEN ADDED TO THE LINE FOR PURCHASED DEVICE ID *************** AND TRADE IN DEVICE ID ***************//PAF.
02/15/2023 12:33:38Contact Name: RO Change MKT ***** **** ****** TRADE IN SPO **** OCC ********** APPLIED TO MDN ************ AGREEMENT ********** STARTING 02/15/2023. MONTHLY CR $22.22.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:12/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Friday, November 25, 2022 I walked into the ******* Store on *********** in ************ stating I am currently a Straight Talk Customer and I would like to switch to *******, what are my options? There is no pricing displayed anywhere showing fees or charges. I was told if I went with a contract I would get a $700 phone for free. No other options were offered. Seems they only care about their commission and not the customers needs. Once the plan was agreed upon and the pixel 6A phone I was given a phone case, screen protector and I definitely need a puregear 25W WSB C PD Wall Charger. None of these products had prices on them. It was black Friday so thought they were going to be free as a special with my supposed FREE phone. Long Story short my free phone cost me $186.41. Before I knew it the screen protector was on the new pixel phone, when I was told the case they had placed on the counter was the wrong size, was there another case I wanted. I only had two options and I did not like either of those so I passed on them. I was still in the state of shock how my free phone was costing $186.41 and when I saw I was charged for each item I demanded a refund of the case I did not take. I was at that time given a refund of $38.15. Then Dec 3rd I decided I hated the pixel phone and I did not want to be bound into a 3 yr contract. I went back to the store to return the phone and was at that time told there was a $50 restocking fee. No where are there signs posted of all these charges, they start the process and then say oh hey you owe us. Since I was uninformed of the charges I want the following charges refunded to me $50.00 restocking fee, $29.99 setup, Puregear Pledge Steel 360 Glass protector $40.79 and tax. Total of $120.78 + $7.25(tax)=$128.03. They did give me a refund of $20.23 when I had returned the pixel phone. They do not tell you up front that everything they are throwing at you has a cost and they really need to post about their fees.Business Response
Date: 12/23/2022
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: 01/20/2023
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. This matter has been resolved with ******************** as of 01/20/2023. Please see the attached Refund RQ Sales Invoice of the Restocking Fee being returned back to the customer in the amount of $53.00. 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
Initial Complaint
Date:12/16/2022
Type: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 mom and I have been trying to resolve this issue ourselves since July with the TCC store in ***********, ** (******************************************************************************************************************************************) And dealing with the manager *******, who quite frankly has been so unhelpful and incompetent in resolving this issue. In July my brother traded in his phone using the $800 promo. He received his new phone after he turned his old phone in and ******* informed us that it may take a week or 2 to show ** in our billing. It is Dec. 14th and the billing is still incorrect. According to the Chillicothe store the phone has been lost and found and lost again which somehow affects the billing. I even called ******* customer support about this issue and they gave me a $300 credit just for having to deal with the TCC store in Chillicothe but that does not cover the $800 off I should be receiving. It is impossible to get anyone from this store to call us back and keep us up to date on any changes. I'm not sure what the issue of doing a $800 credit is to our bill when we (the customer) are not the ones who have made any mistakes other than doing our business there in the first place. I also find it extremely odd and frustrating they will not give out any contact information for *******'s boss, I would gladly talk to them in order to resolve this issue. At this point I am not sure what else to do so I am filing this complaint, which I informed them I was doing, left a negative ****** review and email the overall TCC customer service email. I really would just like them to honor the $800 credit that is due to my account, either my crediting the account or mailing a check, at this point I don't care it's going on 6 months of incompetence.Business Response
Date: 12/19/2022
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: 12/23/2022
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 misunderstanding based on the conversations with key individuals close to the situation. This matter has been resolved with ************** as of 12/09/2022 and the check request was sent on 12/14/2022. We verified with our ****************** that the check was cashed on 12/21/2022.
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:11/22/2022
Type: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 bought new phones today at TCC. Before we handed over our credit card, we asked for all charges to be explained. We were told that we were paying for the phones and tax but in fact, on our bill, we now see that we were charged for two warranties that we did not ask for or agree to. Two of the charges were for assistance setting up our phones, which we also did not agree to the customer service representative took it upon himself to take her phones out of their boxes and start setting them up without disclosing any charges or asking if we wanted to do this. We were not shown an itemized list of charges, nor did with sign a receipt. A receipt was put in the bag and that is the only way we knew about these charges.Business Response
Date: 12/06/2022
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. This matter has been resolved with ********************** as of 11/23/2022. Please see the attached Refund RQ Sales Invoice of the Setup Assistance & Redux Membership Fees being returned back to the customer in the amount of $119.96 to original payment method (CC).
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:11/19/2022
Type: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 phone through this store. I was going to keep my phone but the employee told me I could trade my phone in for $900 toward the new phone. This was never reflected on my bill. Each time I have contacted them to resolve the issue, they tell me someone just didn't fill out the paper, that they'll fill it out now, and then nothing happens.Business Response
Date: 12/02/2022
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: 12/07/2022
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. This matter has been resolved with ************* as of 11/22/2022 from the District Manager. The DM spoke to Ms. **********;and dug into this one a bit further. It looks like everything was properly submitted in the Rockledge location with a $800 Trade In receipt in our POS system (RQ) for her device on April 19th, 2021. The DM also reached out to *******,and they are completing a PCA on the line to try and get the promo reattached,but it can take **** business days to get a response. Once they do, they will inform the customer of the resolution. The DM did in fact inform ************** of all of this and seemed content, however the DM told her to reach back out to him if there are any further concerns.
This concludes the investigation and consider this matter closed at this time.
Thank you,
Ethics & Compliance ManagerInitial Complaint
Date:11/08/2022
Type: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.
For over a year we have consistently been billed several hundred dollars over our mobile phone service contract amount. Several times over the past two years we have called ******* by phone or gone to the authorized ******* Retailer TCC ********** (*****************************************************, *****). Each time we talk with a ******* representative, or a ******* TCC ********** employee and we are told that notes exist showing we have been overbilled. We are promised that the following month we will receive a credit and be billed correctly. Each month we are overbilled again. Authorized ******* Retailer TCC ********** acknowledged that we were billed incorrectly because they gave us misinformation about phone rebates, autopay, and the addition of a fifth line. However, we continue to be overbilled, receive no final accounting, and we have overpaid for our mobile phone service several hundred dollars.The correct mobile phone bill should be $166.64 + tax plus less a credit for phone rebates. A voicemail message from ***** at the ******* Retailer TCC ********** from September 15, 2022, verifies this amount, but again this month we received a bill for over $300. I am requesting a formal accounting from ******* and a proper bill of $166 + tax plus less a credit for phone rebates going forward. This has been a nightmare of terrible customer service, a blame game between ******* Corporate and authorized ******* Retailer TCC **********, and the overcharging without concern of a ten-year mobile phone customer that has always paid their bill on time.Business Response
Date: 11/11/2022
Good Evening,
We have received your complaint and have started our internal investigation. We will respond in the next couple ofbusiness days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Business Response
Date: 11/16/2022
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 11/15/2022 per ******* Wireless Executive ********************* Please see the ******* account remarks for reference.
*11/15/2022 13:56:55Contact Name: ***** ***** MDN ************ **EXECUTIVE RELATIONS** APPLIED ****** ADJ FOR CHARGEBACK THE *** WAS NOT AWARE THAT THE STORE TCC SIGNED HIM UP FOR A REBATE THE *** UNDERSTANDS THAT IF HE RECEIVES A REBATE THAT IT HAS BEEN VOIDED AND CANNOT USE IT .IN ADDITION I HAVE ADDED THE 55+ ****** LOYALTY PROMO. THE *** UNDERSTANDS THAT HIS NEXT BILL WILL BE LESS THAN NORMAL BILL AROUND 122. DUE TO POSITIVE CREDIT BALANCE HE UNDERSTANDS THAT HIS NORMAL BILL INCLUDING TRADE IN PROMOS WILL BE ******. ALL MATTERS RESOLVED PERTAINING TO CHARGEBACK AND MONTHLY SERVICE FEES.
*11/15/2022 13:48:47CONTACT NAME: FOX MOBILE NO: ********** ISSUED ADJ *** $-****** ADJ ***** CREDIT ADJUSTMENT CODE: 311 OCC DESC: EQUIPMENT CHARGE/CREDIT CCC:MLO EFF DATE: 11/15/2022 ADJ REASON: THE CUSTOMER WAS BILLED A CHARGE BACK FOR REBATE NEVER RECIIEVED OR SIGNED UP FOR INVOICE DATE: UNBILLED.
*11/09/2022 08:40:04MDN ************: "EXECUTIVE RELATIONS HAS RECEIVED AN AGENCY COMPLAINT FROM THE CUSTOMER REGARDING THEIR BILLING. WE WILL CONTACT THE CUSTOMER AND UPDATE ACSS WHEN RESOLUTION IS REACHED.
*09/15/2022 10:48:35Contact Name: Credit Reason CONTACT NAME: ******************************** MOBILE NO: ISSUED ADJ *** ******* ADJ ***** 98-AGENT/REP DRIVEN ADJUSTMENT CODE: OCC DESC: CCC: EFF DATE: 09/15/2022 ADJ REASON: CREDIT CUSTOMER ACCOUNT FOR AUTO PAY NOT SET UP FOR THE ADDITIONAL CREDITS AGREE FOR HALF OF 480 /$240 SPLIT INTO TWO MONTHS 120 ON 9/15/22 AND 120 ON OCTOBER 15 2022 ONE TIME *************************** IAM SC/GA ********** INVOICE DATE: UNBILLED WFM ITEM/TYPE/USER ID.
*09/15/2022 10:40:07MDN ************:CUSTOMER HAD SUPPOSED TO GOT GIFT ****** NEVER GOT IT BECAUSE THEY WAS TRAVELING AND NEVER ACCEPTED SHOULDN'T HAVE CHARGEBACK CUSTOMER NEVER ACCEPTED IT ****** IF CUSTOMER CHARGED SHOULD BE CREDITED BACK.
*09/12/2022 14:27:30Contact Name: skilst4 MDN: ********** LOC:Q333601 UID: Q333601 AGENT NAME: skilst4 Customer is stating that VZW issued him a $350 gift card via email on an email account that he no longer has. Customer wants to cancel line ending in 9329.
*09/12/2022 13:38:12Contact Name: ****************** MDN ************:CX WANTS TO DISCO THIS LINE//HE RECD A REBATE OF 350 THAT WILL CHARGEBACK IF HE CANCELS THE LINE//ADVISED THAT WE COULD CANCEL LINE AND HE COULD USE THE GIFTCARD HE NEVER KNEW HE RECD TO PAY OFF CHARGEBACK//THE RETAIL STORE MUST HAVE SIGNED HIM UP FOR THE REBATE.
We strive and coached all employees to sell 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: 11/17/2022
Better Business Bureau:
TCC has consistently provided misinformation that have directly led to overbilling and lost time. ******* wireless has contacted me several times and has now corrected the situation. TCC cutomer service has been worse that poor. However, due to *******s help, 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:10/31/2022
Type: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.
Traded in a phone for a $750 promo in august. Have been fighting to get credit since.Business Response
Date: 11/02/2022
Good Evening,
We have received your complaint and have started our internal investigation. We will respond in the next couple business days to try and resolve this matter.
Thank you,
Ethics & Compliance Manager
Business Response
Date: 11/18/2022
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. We have been informed that the promotion is attached to the line and the customers ******* account. Field leadership has made several attempts to speak with ****************** but received no response and unable was not able to leave a voicemail as the mailbox is full.
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 ****************, credits, promotions, rebates, service, and trade-ins as these items are handled by and pursuant to ******* Wireless policies and procedures. However, we have been informed that the promotion is attached to the line and ******* account.
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
Customer Answer
Date: 11/21/2022
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 screenshot image they sent was the original purchased and the credit did not take place. I had to call ******* direct on 3 different occasions to have the issue resolved. They have that on record and could share with you also, but I have attached an image from 10/30/2022, since they are not forthcoming with the truth. They have resolved the issue finally, but their practices are deceptive and not proper. They need to and should be held accountable for these actions.
Regards,
***********************Initial Complaint
Date:10/21/2022
Type: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 *********** visited this store on Sept. 18th to upgrade 2 iPhones. We have been ******* customers for over 20+yrs. and assumed this was a ******* store since all the signage is *******. Our salesman, *************************, was very pleasant & efficient setting up & transferring data to our new phones. He stated that we would be charged the Sales tax due on the phones & a $35 activation fee per phone. It was never disclosed we would be charged a $29.99 set up fee per phone but saw it on the invoice after we left. There was an additional line item on each new phone invoice for $29.99 for Redux Water Protection Single Line Membership fee? This was never discussed or agreed upon and I called the representative the next day & indicated this was never disclosed, & I wanted it credited off my credit card. I had also sent the representative, *************************, an email explaining our disappointment being charged for something we did not discuss. He said I must speak with ******, the store manager, and told me to call the store. First call to ******, he said he was too busy to talk and would call back. I have now called 4 times for ****** and NO call back or response.In addition, I called the Corporate # for TCC and was only able to leave a voicemail and again NO call back.Our other issue was a wireless charging pad we were charged $50.99 for that has a price tag on the box of $39.99. The line-item charge for this has (2021) in the description. I sent a picture of the box in my email, but the representative stated they just scan the boxes and don't use price tags!Many of the charges on their invoices are not disclosed and they ONLY provide a printed invoice at the conclusion of the sales transaction. We want credit at least for the 2 Redux Water Protection charges $ *****+ tax. They should also refund the $11 difference between the $50.99 charged & the $39.99 price tag on the wireless charging pad. Should be credited to our card.For reference Invoice #'s 14666IN25710 & *****Business Response
Date: 09/22/2022
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: 10/20/2022
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 misunderstanding based on the conversations with key individuals close to the situation. This matter has been resolved with ****************** as of 10/20/2022. The District Manager (DM) spoke with both ******** and husband back on 09/23/2022. The customer stated that the Redux was never disclosed. The DM apologized and advised he would happily refund the two (2) Redux Membership Fees. Please see the attached two (2) refund RQ Sales Invoices with a total amount of $65.02 as check request and allow ***** business days for full processing of check request but it make come sooner. In regards to the Charging pad that accessory was discounted at 50% and the DM reviewed on the invoice, it's stated that the customer was good on this.
We strive and coach 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:09/27/2022
Type: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.
I purchase a new I phone on black Friday 2021 (November 26, 2021) and the deal was if you purchased a new I phone *************) you could purchase an Apple watch for $50.00. I did buy a ne phone but unfortunately TCC entered the deal incorrectly and I have been being billed a monthly fee for an Apple watch *************). The last statement says I have paid $99.20 so far and have 21 more payments left with a remaining balance of $230.79. The total fee should have been $50.00. I also bought another Android this day and they entered that deal correctly on this number *************). I phone watch was purchased at TCC in ****, **** and sold by **************************I have been in contact with the sales person, *************************, many times and just keep getting told they will fix it but they never do. ************************* has since transferred to the ********** **** TCC store and is the store manager. I stopped into the store location two times and made many phones calls and text messages. ***** recently said that ******* will not honor the deal so TCC was going to reimburse me a lump sum to make up for the error. Now ***** has stopped communicating with me. Haleys TCC ********** store location phone number is ************.If they keep billing me incorrectly I will have paid $329.99 instead of $50.00 (Black Friday deal price). They owe me $279.99 since ******* will not stop billing the monthly fee. Thank you for listening. Please let me know if you can get them to honor the deal advertised.******************************* ************Business Response
Date: 10/03/2022
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: 10/18/2022
Good Evening,
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 misunderstanding based on the conversations with key individuals close to the situation including ******* Wireless. The store ******* Indirect Account Manager (VZW IAM) has reviewed the escalation and ************************** account. There was already a promo attached of equating to $195 in credits and ********************** would have received $250. ******* applied the difference in lump sum of $55.00 to ************************** account.
*10/08/2022 09:25:11Contact Name: Credit Reason CONTACT NAME: ******************************* MOBILE NO: ISSUED ADJ *** ****** ADJ ***** 98-AGENT/REP DRIVEN ADJUSTMENT CODE: OCC DESC: CCC: EFF DATE: 10/08/2022 ADJ REASON: CUSTOMER WAS QUOTED A PROMO FOR BUY MORE SAVE AND ALREADY HAD TAKEN ADVANTAGE ANOTHER PROMO. ESCLATED COMPLAINT WITH BBB AT STORE LEVEL CREDIT FOR AGREEMENTINVOICE DATE: UNBILLED WFM ITEM/TYPE/USER ID.
We strive and coach 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: 10/21/2022
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,
*******************************10-21-2022
************ **************** Watch
************ ***** I phone
*************************,
Has the company addressed the issue of the dispute? No
Promo attached of equating to $195.00 in credits
Received $250.00 ******* applied the difference in lump sum of $55.00 to my account.
10-8-2022 - $55.00 adj *** type 98 agent/rep driven
If not, why? I cannot find where ******* credited my account for either of the times they mentioned when reviewing my account. Please have TCC provide proof of these adjustments. Their billing invoices are so hard to read/understand.
Has the company met the agreement they outlined in their response? No. As I said before, the Black Friday special was if you purchased a new Phone (************) you would get the I phone watch for $50.00. As you can see from the attachment, I have already paid $99.20 for the watch (that was only to cost $50.00)and ******* plans to keep charging my account for another 20 remaining bills in the amount of $230.79. The total to be paid will be $329.99 and the promo was for it to only cost $50.00.
The **** sales rep ******* entered the promo code incorrectly on this watch but did it right on the other two watches purchased under the same promo on the same day. ***** has told me for months that she was escalating the error but nothing ever happened to correct the error by TCC sales representative.Business Response
Date: 11/21/2022
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 including ******* Wireless. This matter has been resolved with ********************* as of 11/16/2022 per ******* Wireless Please see the ******* account remarks for reference. Since this will have to be one lump sum credit for DPP Agreement of what is left there will still be a monthly cost of the **** Also,we made couple of calls to ********************** to inform her with resolution with ******* Wireless.
*11/16/2022 17:00:01Contact Name:Credit Reason CONTACT NAME: ******************************* MOBILE NO: ********** ISSUED ADJ *** ******* ADJ ***** 98-AGENT/REP DRIVEN ADJUSTMENT CODE: OCC DESC: CCC: EFF DATE: 11/16/2022 ADJ REASON: REP QUOTED A PROMOTIONAL PRICE FOR WATCH, HOWEVER ACTIVATION FAILED AND BILLING CAUGHT A DIFFERENT PROMOTION AND IT COULD NOT BE FIXED VIA ESCALATION TOOLS OR OFFLINE GROUP. HAD TO OFFER COURTESY TO CUSTOMER AFTER ******************** ESCALATION. INVOICE DATE: UNBILLED WFM ITEM/TYPE/USER ID.
We strive and coach all employees to sell 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 ManagerCustomer Answer
Date: 11/28/2022
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:09/21/2022
Type: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.
At the TCC ******* store on *************, *********, yesterday pm, I was told there were only 2 choices of prepaid phones: a ******* AO3 for $200 or another ******* for $600. I bought the AO3 for $207.66 ************** 1 mo. Svc $70.56 cash. There were multiple problems between the salesman, *****, & ******* setup. After an hour, I had to leave & came back for the phone shortly. After another wait porting my no & transferring info, I left with the phone. It became clear when I began using it at home that the phone was inferior to the one I had been using with another carrier. This am, I googled the ******* AO3 & discovered it available from many retailers (WM, Best Buy, QVC, MSM) For $59 & change. So, TCC ******* charged me $200 for a $60 phone which performs poorly (speaker is weak, very little ******* ********* called the store & left a msg for ***** who never called me back. I called Vz cs, talked to a rep & a supervisor. They both told me to return it to the store where I bought it. VZ policy is a full refund within 30 days. It's printed on my sales receipt as well. I called the store again, talked to *****. He said he'd have to talk to his supervisor. When he called me back, he said his supervisor ***** NOT take the phone back OR refund my $$ regardless of *******'s policy. His excuse was that they can't take back "prepaid" phones. I pointed out there is no mention of that in the refund policy. Didn't matter. He refused.Business Response
Date: 09/22/2022
Good Afternoon,
We have received your complaint and had started internal investigation but learned from our *********************** that this matter has been resolved with **************. The stores District Manager (DM) got involved on the situation and was able to take care of ************** on her return. Please see the attached original RQ Sales Invoice and the Returned RQ Sales Invoice. The refund was credited back to the ************** credit card.
We consider this matter to be closed at this time.
Ethics & Compliance Manager
Customer Answer
Date: 09/27/2022
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 tried to attach 2 pics, but cannot tell if they attached or not.1) I paid CASH for the original phone and one month of svc. The store told me it wasn't possible to refund cash. They said a check would be issued in about a week.
When I chose a better phone for an installment plan, I was told that model was out of stock & my next option was a more expensive phone (just like the prepaid ploy-,only a $200 phone or $600-nothing in-between).
I chose the better phone & a plan & asked if the credits could be applied to my new phone & plan. I was told that a "$272 credit will be applied to your acct in about a wk, but today's purchase/charge of $113.93 required a cc."
The whole process was lengthy. No charges other than the cost of the phone & plan were discussed, & I was not able to see the computer screen. When the transaction was complete, the sales rep walked to the other end of the store where the printer is, picked up some papers & put them in the Verion bag with the phone box. I, like most ppl, was tired of sitting in the Vz store, & didn't pull them out to read them until I got home. There are 2 charges I was never told about, nor did I approve them: a $29.99 Setup Assistant fee and a $29.99 Redux Water Protection Single line Membership. I was ALSO charged $53.95 OH-Canton-Sales Tax even though the phone was clearly sold on an installment plan. I'm not sure how the state assesses sales tax on installment purchases, but it seems more likely the tax would be collected as the payments are made-not all up front.
Regardless, the invoice **************, was shoved in the bag as I was leaving & no attp was made to apprise me of theses extra charges, much less get my approval for them.
I believe, at the very least, the Setup fee and the Redux water protection are fees this particular Franchisee has added to boost their stores' profitability-not to help the clients-and are fraudulent business practices. When I spoke with a Vz customer service agent, he said neither of those charges showed up on his view of my account.
Additionally, I suspect my email address was sold by either TCC or Vz. Right after this purchase, I began receiving multiple NEW spam emails daily.
Bottom line? Nothing has been credited back to my cc and the extraneous fees have not been refunded-yet.
[Provide details of why you are not satisfied with this resolution.]
Regards,
***********************Business Response
Date: 11/11/2022
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. This matter has been resolved with ************** as of 10/21/2022 & 11/02/2022. Please see the attached information of the Refund RQ Sales Invoice of the Setup Assistance & Redux Membership Fees that was credited back to the Ms. ****** credit card. ************** will also receive additional Refund of $71.00 in regards to the initial prepaid monthly services that will be inform of a check request in which she has confirmed in receiving. Ms. ****** ******* account has notated with this information with TCC and *******.*11/01/2022 08:58:28MTN: ********** FREE VZW MSG-DO NOT REPLY: vice paid in store. Honoring courtesy credit as customer satisfaction. Please allow 3-6 months for full credits (inform of a payments).
*11/01/2022 08:56:24MTN: ********** FREE VZW MSG-DO NOT REPLY:TCC Location M855301: providing one-time courtesy credit in the amount of $71.00 in regards to Billing/Service Dispute to Prepaid serv.
*11/01/2022 08:54:20Contact Name: ************************* MDN ************:****** TRYING TO UNDERSTAND THE ***** FRUSTRATED WITH TCC FOR ADDITIONAL CHARGES. I TOLD ABOUT THE REMARKS PROMISED IN 3-6 MONTHS FROM TCC, SHE WANTS PROOF, WILL SEND MESSAGE THROUGH SYSTEM.
*10/24/2022 11:28:30Contact Name: ******* MDN: ********** LOC:M855301 UID: M855301 AGENT NAME: ******* TCC Location M855301: providing one-time courtesy credit in the amount of $71.00 in regards to Billing/Service Dispute to *************** paid in store. Honoring courtesy credit as customer satisfaction.
We strive and coach all employees to sell with integrity and provide 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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