Complaints

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:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a combat disabled veteran. On November 11th, Veterans Day, I went to the ******* store, AKA Wireless Zone, to switch services from ******** to ******* with three lines. An employee named **** provided assistance but couldnt help me get a veterans discount. Instead he told me they cant do that, and I had to call ******* to do that. He also told me I had to call them myself and demand they waive my activation charge, something a customer shouldnt have to do. Like any salesman, he tried to sell me on accessories for new phones, which I agreed to, but he couldnt answer how much it cost. In fact, the business couldnt even provide me with a receipt because the printer was broken. I later learned he charged me double for accessories that he applied himself, and tossed the packaging so I could not return it, making my receipt over $600, not including any phones. I was furious for the deception. I went back the next day and got my receipt, for which charges were applied that could not be explained by management other than them saying he does that a lot and he isnt supposed to do that. A manager named **** told me he would be fired. He wasnt. I was told my bill would be fixed, it was not. I returned all my phones and accessories but my ******* bill showed up after only 4 days for over $2000. The company never marked my phones as returned in their system. I had to go back to the store for three hours before they could figure out how to return the phones in the system. My ******************* shows a balance of $96.42, for what I have no idea. The manager, ****, told me he would apply a store credit to my account to bring it to zero. Its been over a month and a half and I still have a $96.42 cent balance. I attempted to talk to the manager again and was told an employee applied it to the wrong account,. The employee attempted to persuade me to wait another week so they could take it out of an employees bonus check that was leaving. **** has not been paid.

  Business Response

  Date: 01/29/2024

  This has been resolved with the consumer

  Customer Answer

  Date: 01/29/2024

   I am rejecting this response because:
  
  I did not resolve this problem with Wireless Zone. I had to pay the $96 out of my own pocket to prevent it from hurting my credit. Resolved would mean they contacted me, which they did not do, or paid my bill as promised, which they did not do. 

  Business Response

  Date: 02/05/2024

  I spoke with ********************* and ************************ via conference call. It was determined that a representative from ******* would be reaching out to April 3 days (perhaps business days) after we spoke on Wednesday 1/31/2024 and would be issuing her a refund for the 96 dollars and change that she was seeking to her preferred form of payment.