Business Profile

Cell Phones

Victra

Complaints

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

Customer Complaints Summary

436 total complaints in the last 3 years.
152 complaints closed in the last 12 months.

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Submit a Complaint

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:09/03/2024
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.
Bought a plan and phone setup for $75, got home, the phone wasn't set up at all and had to pay ******* $35 for an actual plan. I want my money back, your employees didn't do anything. Am considering legal consequences.
Business Response
Date: 09/09/2024
Dear ****,
Thank you for your time and patience while we researched your transaction with ******* at a Victra location. We will be requesting a Corporate Refund Check on your behalf to accommodate for the $77.97 you paid during your original transaction. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided.
Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:08/26/2024
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.
About 4 months ago my fiancee and I went into this ******* location to set up a new account with new **********************, Apple Watches and an internet router. My fiance has a business he operates from home and my daughter is homeschooled so internet is very important for our household. The individual who set up our account told us we had multiple promotions on every single device we got there which made our monthly bill cheap. So of course we opted into this extra stuff because we were told it was giving us a deal. Our monthly bill was supposed to be high 100s into low 200s we were told. We also have a sub account because of my partners business and we were told we needed one for the internet promo to go through. We asked to have one bill sent to make it easier to keep track of things and they agreed and said they would. Fast forward to now weve had inconsistent bills ranging from 300 up to 600. We were not told our bill would be this high. We went into the store demanding an explanation and the associate told us our whole account was messed up and no promotions were applied, so therefore we are paying full price. That was not what we signed up for. She promised a resolution by that Monday and to re do the account with her manager to make it right, a week passes by and no communication. I reach out and get no answer. Contacted various customer support lines and no clear answer. I finally go back into the store and the associate says she will have the manager call us later on. We get a call and the Manager was very condescending and basically trying to brush us off and come to no conclusion. We had one person that worked there literally tell us the whole account was messed up. We are sick of trying to get answers and playing back and forth with people that are lying and horribly rude. Personally I cant afford a 300 to 600 dollar bill every month.
Business Response
Date: 09/03/2024
Dear ******* and *****,

Thank you for your time and patience while we researched your transaction with ******* at a Victra location. After further research our team has determined the line ending in #**** and the Business gateway line (#****) are not receiving their full promotional credits quoted based on the documentation that we have on our end. At this time Victra will be accommodate the $440 promotional credit difference that #**** isnt receiving and the $50 promotional credit difference #**** isnt receiving.

Our team has confirmed all the other lines (#**** and #****) are receiving the correct promotional credits that were quoted, and all lines are on their correct monthly plans quoted during your original transaction. Per the conversation that you had with ******* Customer Care on 8/23/********* were able to assist you with moving all lines on to one account.Along with crediting the remaining $203.88 balance that was due on your SUB account.

********************** will accommodate the 3 payments that were made on the SUB account in the amount of $677.55. Along with accommodating the monthly plan difference associated with the Business gateway line (#****) youve paid on your prior billing statements ($138.19) vs.what was originally quoted during your transaction.

We will be requesting a total Corporate Refund Check on your behalf in the amount of $1,305.74. The Corporate Refund Check will be delivered in 2-4 weeks to the mailing address you provided.

A rough estimate of your monthly billing is $320 before surcharges, taxes and fees. If you would like your monthly bill to decrease, either some lines, features/perks or device agreements will need to be removed/completed. If you choose to remove the $18 mobile protection, then your bill will decrease by $54 before tax.
Since the watches arent receiving a promotional credit if you choose to use some of the funds from The Corporate Refund Check to buy out the agreements (current total buyout amount for both watches are $586.33)attached to the watches and disconnect the lines, your billing will decrease by $37.50.

Respectfully,

Victra Guest Experience Team
Initial Complaint
Date:08/20/2024
Type:Product 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.
I went into the victra store to talk about my bill going up, they suggested I move to another plan and to adjust some data plans. I agreed to do that and told him I had a jet pack hotspot that I received a letter that they are subject to catching on fire, he was confiring with the manager aside from me, a little while later she hands a new hotspot to him and he said I would just have to pay for an activation fee. Now a year later I noticed I've been getting charged for a ****** hotspot over 3 years. I didn't agree to paying for another hotspot nor was I told I'd have to pay for it, I thought they were swapping it out for the one that catches fire. I went back to the store to try to get a refund and they refused since I signed the agreement. I thought I was signing for the changed plan and the activation fee. I went in there to save money not to spend more money. They never told me I was buying the hotspot but they added it to the agreement anyway and I didnt notice it until now.
Business Response
Date: 08/28/2024
Hi *****,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further research our team has determined during the time of your original purchase a new hotspot line (#****) with a device agreement attached was added and the pervious line associated with the defective hotspot device (#***** was disconnected.
Victra has posted a one-time credit in the amount of the remaining buyout associated with the hotspot line (#****), to remove the device agreement. Along with a one-time bill credit in the amount of the $93.25 youve paid on the device thus far. Here are the reference numbers for the applied credits (********** & **********). Moving forward youll no longer have a monthly device payment attached to #****.
Please if you have any questions, feel free to send an email to *********************************
Respectfully,
Victra Guest Experience Team
Customer Answer
Date: 08/29/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:08/08/2024
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.
Victra ******* located at ************************ framed us to pay extra money on a 15 which they claimed as free but end up needing us to trade in 2 phones and give us only half the credit. Completed deception to customer for a upgrade
Business Response
Date: 08/08/2024
******************
*****************

August 08, 2024

Dear BBB,

Thank you for contacting *************** of Executive Relations regarding *********;Quan's complaint. In their complaint, received on 08/07/2024, John **** mentions trouble encountered at a ******* Victra retail location. After investigation, we have found that ***************** is not a ******* Communications customer as we have no accounts or records matching this complaint.

Upon further review, weve determined the customers concern should be addressed by our ******* Wireless team. Per BBB guidelines, please forward *********;****** complaint to the appropriate ******* Team.

Email: **************************************************
Address: P. O. Box 10
******, *******; 07101-0010

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,

******* Executive Relations Team
Business Response
Date: 08/16/2024
Dear ****,
Thank you for your time and patience while we researched your transaction with ******* at a Victra location. We will be requesting a Corporate Refund Check on your behalf to accommodate for the ******* promotional credits for both lines (#**** & #****) that was discussed at the time of your transaction. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided.
If you have any further questions, please dont hesitate to reach back out so we can further assist.
Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:08/07/2024
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.
I went to North Mankato victra store in MN intending to upgrade my phone, during the process I was offered a promo to get a watch and tablet for "free" with only paying the cellular costs and tax for each. They did not disclose how long I had to pay before disconnecting the service, they did not tell me about the (2) $30 "set up and go" charge for turning on the devices, or that this was not the actual activation charge. They also didnt disclose the nearly $15 additional surcharges every month I would be paying for these devices, they actually didn't tell me the cost until it was time to pay. They did not disclose that the network cost can change, when I signed up it was $5 the next month they increased it to $7.50. I found out If I wanted to cancel the monthly payments on the two items I'd have to pay them off. Looking back the whole experience was extremely deceptive. I contacted them the following day and they basically said they couldn't do anything and directed me to ******** when I went to ******* they said the same thing but told me to go to victra. I had given up because it was going nowhere. How can a company not disclose all fees, state something is "free" and then when someone contacts them about not knowing, they say not our problem. My wife told me to file this complaint in an attempt to get some kind of resolution. The date this happened was 5/18/24.
Business Response
Date: 08/19/2024
Hi *******,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. We have tried to contact you and have not heard back, please give us a call back *************) at your earliest convenience. Please leave a voicemail with your name and the best callback number. Were in the office Monday-Friday, 8am-5pm EST.

Respectfully,

Victra Guest Experience Team
Business Response
Date: 08/20/2024
Dear *******,

Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further research our team was able to confirm the watch line (#****) was quoted a $300 promotional credit along with a $5 line access fee (monthly plan). The watch (#****) is currently receiving the $300 promotional credit that was quoted during your original transaction. However, with the promotional credit attached the monthly device payment for #**** is $1.25 and the monthly plan cost for #**** is $7.50.

Victra has accommodated the $2.50 misquoted difference associated with the plan throughout the length of #**** device agreement ***********, which is $90. Along with accommodating the $1.25 monthly device payment difference throughout the length of the device agreement, which is $45.

The tablet line (#****) was quoted a $550 promotional credit with a $10 monthly plan during your original transaction. The tablet (#****) is currently receiving the $550 promotional credit that was quoted, along with the plan cost for this line being $8.50. However, with the promotional credit attached #**** monthly device payment is $.70. Victra has accommodated the $0.70 misquoted difference associated with the device payment throughout the length of the tablets device agreement ***********, which is $25.50.

Additionally, weve refunded the three instore Set Up and Go fees, which total $107.84. Our team had added all the total accommodations together ($90 + $45 + $25.50 +$107.84) and applied a lump sum one-time credit in the amount of $268.34 to your ******* account. Here are the reference numbers for the applied credits (********** & 1962433155).

Weve also worked closely with your ******* partners, and they were able to confirm that an additional one-time credit for the $35 activation fees associated with the watch and tablet line has been applied to your ******* account. If you wish to disconnect any of the lines purchased back in May, please call ******* Customer Care *************) for further assistance. Per *******, any lines that are disconnected without fulfilling the terms of the attached device agreements are subject to early termination fees.

Respectfully,

Victra Guest Experience Team

Thanks!

***********************
Guest Relations Manager | *******, **
Initial Complaint
Date:08/05/2024
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.
Was given a FREE Apple Watch when I had purchased a new phone. i had already owed a watch. That watch cost me nothing to use. Talking to the mgr. *** or ****** he said it cost me nothing. That sounds free to me or a gift..Nice Months later the account owner ********* Septic informed me that I was charged ***** a month Sounds great doesn't it. ******* had it all figured out and connected to my phone.Last summer i talked to this *** and he didn't have much to say. i had to get the account hold to verify the story. last week i called the *********** and told them the issue. they stated i signed the paper work. yes, I did get a new phone. no, you signed it for the ***** monthly fee. this *** never said one word about that fee. not one word. i went back in january to have him fix my phone which he couldnt do and i stated i want the fee refunded. he said come back when you phone works. i said just end that fee. now i had been on the phone with ******* transferred to four people who told me well, you sign for it. i said i want that fee off and refunded. oh, we can cancel it but you will still owe about ****** because the contract wasn't over. I HAVE NO CONTRACT. THE LAST LADY I SPOKE TO REACHED OUT TO THE NEW LONDON STORE WITH NO ANSERS FROM THEM AFTER SEVERAL ATTEMPS. SHE SIAD SHE WOULD CALL ME BACK. NO SHE DID NOT. I CAN'T DEAL WITH NEW *************** I WANT NO CONFRONTATION! PLEASE GET ME OUT OF A DEAL I DIDNT SIGH UP FOR. THANK YOU, ********************* sorry for messy typing.
Business Response
Date: 08/01/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 08/02/2024
Cellular Sales was able to reach out to the customer and determined this was not a Cellular Sales related issue and directed the customer to ********************** for further assistance. Cellular Sales considers this matter closed. If you have any questions, please contact ******************************* at **************.
Business Response
Date: 08/16/2024
Hi *****,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further research our team has confirmed ********************* is not an authorized user on the associated ******* account. We have reached out to *****, who is an authorized manager on the ******* account to further discuss and resolve the concerns **** has brought to our attention.
A resolution regarding the watch line has been presented to *****. ***** has informed us she will discuss the resolution further with **** and confirm. At this time our team and ***** (the account manager) are still waiting to hear back from *****.
Thank you,
Victra Guest Experience Team
Initial Complaint
Date:07/31/2024
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.
Around Jan 24th-27th of this year I went to the ******* kiosk at ****** in ******, ******. I added 2 cell phone lines along with 2 new phones to my phone plan. The following month I received my bill and found that ******* had added 4 lines instead of two. The 2 lines that were added and NEVER USED were: ************** which I was charged $104.37 and the 2nd line was: ************** for which I was charged $43.57. Ever since I received that bill, I have been calling for a credit of this $147.94 to be put back on my acct. I have called each month, and for the first couple of months 2-3 times each month. Each time I call ******* the person on the line PROMISES me it will be taken care of, which it never is. Each of these phone calls run anywhere from 45 min to an hr and a half of my time. I have lost close to 24 hrs of my life on the phone with ******* trying to get this credited back to my account. I am by nature an easily stressed individual and I have to say, this is putting me over the edge, Im tearing up just typing this. Please help me! Each month I pay my entire bill MINUS this $147.94 that I am waiting to be credited, and every month they send me a notice saying they are going to disconnect all my phone ***************** if I dont pay the balance immediately. My account number at ******* is: *************** and the specific bill the charges were on was Jan 10, 2024 thru Feb 9th, 2024 which was *******s Invoice #**********
Business Response
Date: 08/06/2024
Dear ****,
Thank you for your time and patience while we researched your transaction with ******* at a Victra location. After further research our team has confirmed that the eSIM lines #**** and #**** were disconnected back in January 2024.The eSIM lines accumulated a total charge of $147.94, that was billed on your March 1st billing statement.
After working closely with our ******* partners, they were able to approve and apply a one-time account credit to cover $70 associated with the eSIM lines that accumulated on your March 1st billing statement.Victra will be requesting a Corporate Refund Check on your behalf to accommodate the remaining difference owed in the amount of $77.94. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided.
Additionally, please call ******* Care *************) to dispute any late fees.
If you have any further questions, please dont hesitate to send an email to ********************************* or give a call at ************. So, we can further assist.
Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:07/30/2024
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.
they called us up and said they are from ******* and can save us money. they sent us an inferior router. they also sent a bunch of them to the wrong address it ended up costing us a thousands more. i would never do business with them again
Business Response
Date: 08/07/2024
Hi *****,
Thank you for contacting us through BBB! Our Small Business Manager has informed us that he has connected with you to work towards a resolution. As discussed on the phone you are welcome to email our Small Business Manager directly with any additional details that Victra can assist with. The devices that were purchased at Victra were returned and our team was informed you would be working ******* Corporate, if there are issues with the solution they implemented the best way to contact them is calling directly, they can be reached out ************. We do apologize for any inconvenience this may have caused, you are also welcome to reach out to the Guest Experience Team directly by emailing *********************************.
Respectfully,
Victra Guest Experience Team
Customer Answer
Date: 08/08/2024

Complaint: 22064064

I am rejecting this response because:
I did not get refund yet on the inferior services we paid for

Sincerely,

*****************************
Business Response
Date: 08/12/2024
Hi,
Thank you for your response. We have not heard back from you at this time regarding this complaint. We have confirmed that all devices were returned and a refund was processed, if there is anything further we can assist with please do not hesitate to reach out to us at ********************************* or by emailing the Small Business Manager that you connected with and were going to provide additional information.
Respectfully,
Victra Guest Experience Team
Customer Answer
Date: 08/13/2024

Complaint: 22064064

I am rejecting this response because:
i have not seen a refund as of today 8.13.24

Sincerely,

*****************************
Initial Complaint
Date:07/24/2024
Type:Billing 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.
Purchased 3 new phones. One phone has discount applied correctly. Other two phones did not have discount applied correctly. Returned to store in ********************* multiple times to try to get problem fixed. Was told by multiple employees that the only person who could correct problem was manager, who was never at the store. In February or March was informed manager quit and didnt know how long til they had a new one. Called customer service and again was told the only person who could correct problem was the manager. In April found out where new manager was and went to store on Buttermilk **** to talk to him. He told me he could do nothing except fill out paperwork to get me a refund for $260, which is the difference in the promotion discounts. I have texted him twice and heard nothing in return and have not received a refund.
Business Response
Date: 07/26/2024
Dear ******,
Thank you for contacting Victra through the BBB. First, we would like to apologize for the unpleasant experience you have with ******* at a Victra location. During our research and the information you provide we have found that you were quoted up to $830 for select iPhone 15.
You are currently receiving $700 promotion for lines ending in 4851 and 2807 because you were put on a mid-level plan of unlimited plus. To qualify foe the *** promotional credit you would have need to be on unlimited ultimate.
Victra would like to accommodate you $260 for the difference of the promotion you were quoted for each line as a one-time bill credit to your ******* account. Here is the reference number for your record 1961702275.
Additionally, we have notified the appropriate team so they can coach, develop and eliminate the behavior you experienced. If you have any further questions, please dont hesitate to reach back out so we can further assist.
Respectfully,
Victra Guest Experience Team
Customer Answer
Date: 07/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:07/19/2024
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.
On December 26 I went to ******* to start service with them. I was offered the get an iPhone15 on. I traded in two iPhones13 and was told my monthly bill would be ****** a month. Now theyre trying to bill me at ****** a month. I been on the phone with them every month since. At first they claimed they couldnt find anything stating that I had traded in any iPhones. When I produced an order number, they claimed I had changed my order and that was that . Asked to speak to management every call, but theyre always busy.Please Help
Business Response
Date: 07/29/2024
Dear ******,

Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further research, weve confirmed ******* was able to apply a $415 Promotional credit to the line ending in #**** (If you choose to buy out this line, the $415 promotional credits will fall off).The line ending in #**** received a one-time market value credit that was used towards the original sale back in December.

Victra will accommodate the ******* promotional credit difference for both lines ($585 will be accommodated for #**** and $530 will be accommodated for #****). This is a total amount of $1115. Per your request weve used $676.57 of the $1115 check to post a buyout payment the line ending in #****. This line will no longer have a device agreement active, and the monthly device payment have stop. Here is the reference number for the applied bill payment (**********).

The remaining $438.43 will be sent as a Corporate Refund Check.The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided.

Please if you have any questions, feel free to send an email to **********************************

Respectfully,

Victra Guest Experience Team
Customer Answer
Date: 07/29/2024

Complaint: 22015026

I am rejecting this response because:
I was told that the promotion was that you trade in your phone and get an iPhone15 on us. My monthly cost would be ******. Its been anything but. I just looked at my account and see now theyre saying my bill currently is ******. This seems to be a continuation of the monthly nightmare that Ive taken through I also see that I have an outstanding balance of ****** on the 2517 line. I will except the offer if they will back up and figure out what my bill wouldve been had they billed me at the agreed upon monthly payment of ******.
Sincerely,

***************************
Business Response
Date: 07/29/2024
Dear ******,

Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further research, weve confirmed ******* was able to apply a $415 Promotional credit to the line ending in #**** (If you choose to buy out this line, the $415 *********al credits will fall off). The line ending in #**** received a one-time market value credit that was used towards the original sale back in December.

As agreed, up via our email thread is the resolution Victra has for you below, $1115 is owed for both lines. Per the ******* *********s,you do not meet the requirements for the full max ********* to be attached to each line. ******* customer care was the department to attach the $415 *********al credit to #**** on July 18th, 2024. You will need to call into customer care *************) and speak with the representative that assisted you with fixing #****, regarding your additional billing concerns.

Victra will accommodate the ******* *********al credit difference for both lines ($585 will be accommodated for #**** and $530 will be accommodated for #****). This is a total amount of $1115. Per your request weve used $676.57 of the $1115 check to post a buyout payment the line ending in #****. This line will no longer have a device agreement active, and the monthly device payment have stop. Here is the reference number for the applied bill payment (1961780098).

The remaining $438.43 will be sent as a Corporate Refund Check. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided.

Please if you have any questions, feel free to send an email to *********************************.

Respectfully,

Victra Guest Experience Team
Customer Answer
Date: 07/30/2024

Complaint: 22015026

I am rejecting this response because:
It seems that ******* is immediately trying to take back the credit that you offered via a jump in my payment to ******. I called them but theyre just giving me the hold on and let me talk to whoever run around. I just want the nightmare with ******* to be over with without them taking me even deeper into this fraud. Talking to customer service is a complete waste of time
Sincerely,

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

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