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

435 total complaints in the last 3 years.
150 complaints closed in the last 12 months.

If you've experienced an issue

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:04/19/2024
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.
Unauthorized purchase on another state. A smart phone $1,400.Verizon authorize without my consent the purchase of the device by my estrange husband. He was the second in account. They upgraded his title to Manager of the account without my consent. I only knew of the charges when they appeared on my bill. My husband was removed off my account on march 14 . 2024
Business Response
Date: 04/18/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Customer Answer
Date: 04/18/2024

Complaint: 21586267

I am rejecting this response because:
It doesnt resolve issue. It just says that I will be contacted. Im providing exact location of the here fraud was made. VICTRA ******* ***************************************************. I understand business needs time to complete investigation.

Sincerely,

***********************************
Business Response
Date: 04/25/2024
Hi Listete,

Thank you for contacting Victra! We appreciate your time and feedback, we apologize for any inconvenience this may have caused. We are eager to further assist and help resolve your concerns. We are unable to locate a customer record in our database that corresponds with the information youve provided. Please email us directly at ********************************* with the phone number that was used at time of transaction or the invoice number from the transaction.

Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:04/18/2024
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.
**************** Rep ****** offered a new ******* home wifi device for us to try. Said if we chose to return device, simply return device to store. Device not compatible with home, signal weak and insufficient. Attempt to return device to store after 2 days. ****** said their store doesnt accept returns. Called ******* to request return label and box. Never received return label. Went to different main ******* store for resolution. **************** rep checked my home address and asked why we were offered device as our home address does not qualify for home wifi as there is no signal strength in my area. Rep confirmed that the Victra store in ****** had entered an address in the city of ********** (several hundred miles from my home) to ensure the home wifi device would qualify for service. The return label and return box are being mailed to the fake address in ********** as this false information was entered by Victra. My husband and I returned to Victra and videotaped ****** admitting he entered a false address in order to falsely qualify our home address and so he could receive a commission. Deception and misleading. We were charged ************************************************************************************ location to return this to.
Business Response
Date: 04/24/2024
Hi *****,
Thank you for contact Victra! We were made aware from our Store Leadership that this has been resolved, we apologize for any inconvenience this experience may have caused. If there is anything else we can further assist with please do not hesitate to reach out to us directly at *********************************.
Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:04/12/2024
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 had purchased a new phone per the promotion that Victra had provided. The salesman decided I needed many additional accessories in addition to the phone. This purchase was made on February 5th 2024 with a total of 287. 14 to my **** debit card by the salesman *****. I decided to return the accessories because they were not needed. ********, the manager, attempted to put the funds back on my debit card but it would not work with their machine so she said I would receive a check in the mail in ******************************************************************* ***** to tell them that I did not receive credit or a check. The assistant manager said he would have ***** contact me the next day and no contact was made from ***** or the store. I stopped by again and the employee told me that they would never send a check for a refund. I asked them to have the manager please call me. ******** called me March 28th and apologized and said the refund would be in my account within 18 days from March 5th. I asked her how they would put it in my account since they do not have my account number and she said they had it on file. I stopped in again on April 11 again and the manager was in a meeting and could not speak to me regarding this situation. They said I could call an 800 number that was a ******* number which I had done in the past but ******* said that this was a locally owned store and they needed to fix the problem. ******** called me from a cell number on 3/28/24 which was ************. I would just like my money back for the items returned it should not be this difficult.
Business Response
Date: 04/15/2024
Hi ********,

Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that this was resolved. Our accounting department was able to confirm that a Corporate Refund Check was sent on 2/23/2024.

Weve submitted a request to have the original Corporate Refund Check voided and a new Corporate Refund Check reissued to the mailing address youve provided. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided. If you havent received the check within 4-6 weeks, please do not hesitate to reach out so we can assist.
Please if you have any questions, feel free to send an email to *********************************

Thank you,

Victra Guest Experience Team
Initial Complaint
Date:04/11/2024
Type:Customer Service 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.
Went to ******* store on 3/25/24 with my family. Originally wanted just an Apple Watch, but was told our plan was old and that they could improve it. Said there is one charge of $40 and $35 for each device, plus the sales tax. We had 5 devices in total. *****, the world class liar, charged $40 for each device. I had to pay $160 more than what I agreed to, after he swiped the card and transferred our phone data to the new phones. The liar also said that ******* was free, and $10 appeared on my bill. After 25 years of dealing with *******, i will cancel the service after the 3 year period. ******* in ***********, **. Also, staff there said it is IMPOSSIBLE to talk with *****, the store manager or **** the district manager.
Business Response
Date: 04/15/2024
Hi *****,
Thank you for speaking with me today. Were sorry to hear about your unpleasant experience at a Victra location! As reviewed on the phone today we have researched the transaction and have posted a one-time credit to your ******* account for the amount of the 5 Set Up and Go fees and a $10.00 credit for the ******* subscription. Here is the control number for the applied credit 1958187394/1958085682 ($206.97). We apologize for any inconvenience this may have caused and do hope youll return to one of the many Victra locations. If we can be of any further assistance, please contact us via email at *********************************.

Respectfully,
Victra Guest Experience Team
Customer Answer
Date: 04/16/2024

Complaint: 21559134

I am rejecting this response because: While I appreciate your response and the credit to my account, please keep in mind that I never asked to receive any money back with the store **** ******* custom service, or Victra. My true complaint is that the store personnel are lying and have deceptive practices. I wanted to discuss my experience with the Store Manager and the Distric Manager. I was told by the staff that it is impossible to speak with anyone. I find it unsettling that I cannot speak with management of a business that I choose to frequent. I would be satisfied, after I let the local management know what is going on in their store.

Sincerely,

***********************
Business Response
Date: 04/19/2024
Hi *****,
Thank you for contacting Victra! We were made aware by the location leadership that they were able to connect with you to discuss the situation further, we appreciate your time and feedback.
Respectfully,
Victra Guest Experience Team
Customer Answer
Date: 04/22/2024

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. I did in fact speak to *****. Frankly, I got the feeling that he did not care, and skirted around my question as to why it took him over 30 days to call me. ****** his staff did not give him the countless messages I left for him, or he only decided to call me because the BBB complaint. I told him that the actions of his staff are on him, as he would have trained them. Do I believe that they will treat customers fairly and honestly? Probably not, but at least I was able to let him know that I will not be a silent victim to their deceptive practices. I also reminded him that ***** told me that the phones on my new plan were $5 each. I have yet to see it listed on the bill this way. ***** said it takes time for the bill to update with credits. This remains to be seen.

Sincerely,

*************************
Initial Complaint
Date:04/08/2024
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 Dec 4 2023, I did an early upgrade on my phone & took advantage of the offer ******* offered for a free watch, ************** The employee, **** never returned my old phone. After that it was a nightmare, they took a payment of $846.29 out of my account, shut off my service, and the store would do absolutely nothing to resolve the issue. They gave me back the old phone which had been tossed in a ********** had to deal with the headache of fixing the problem
Business Response
Date: 04/11/2024
Hi ***,

Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further review and discussion with our ***************** Theyve confirmed ******* care was able to assist once the device was returned and applied a total bill credit adjustment in the amount of $1036.94. Please if you have any questions, feel free to send an email to *********************************

Thank you,

Victra Guest Experience Team
Customer Answer
Date: 04/22/2024

Complaint: 21531699

I am rejecting this response because:
I am not satisfied with Victras response. They did nothing, I had to do all the communication with ******* after Victra made me he mistake. ******* took money out of my account to cover a phone that **** at Victra threw in a drawer & forgot about. I had to close out my atm card, was without money for 10 days. I feel I deserve compensation
Sent from *************** (*******************)

Sincerely,

***************
Business Response
Date: 04/22/2024
Hi ***,

Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further review and discussion with our ***************** Theyve confirmed ******* care was able to assist once the device was returned and applied a total bill credit adjustment in the amount of $1036.94. Please if you have any questions, feel free to send an email to *********************************

Thank you,

Victra Guest Experience Team
Initial Complaint
Date:04/08/2024
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 April 3 2024 I went to ******* to purchase a iPhone 15. Three weeks later I got a bill for $198 found out there was another phone number number on my bill that shouldn't be and they turned my phone off on March 26 er went back and forth with the other line being on my account they sent it to the fraud department they adjusted my bill to $128 that included a $35 activation fee, but still didn't turn my phone on so I wanted my money back and they refuse and I wanted to give the phone back but they said 30 days has passed that's because we went back and forth about the extra line being on ** account that they won't take off. The store owner that did it was fired but I'm still paying for her mistake so I'm stuck with a phone that they want cut back on even after I paid the bill.
Business Response
Date: 04/15/2024
Hi Faith,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that this was resolved, and they have contacted you. Please if you have any questions, feel free to send an email to *********************************
Thank you,
Victra Guest Experience Team
Customer Answer
Date: 06/14/2024

I had purchased an iphone in February of 2024 the Manager **** had have gave me a temporary number then ended up giving me another number I started being charged for both lines nobody ever fixed it and **** ended up getting fired. So I dealt with a lady at the store named ************ filed a complaint thru BBB. I returned the phone to the store on March 2, 2024 to ***** and it ended the contract., I started receiving bills like I still have the phone. I called customer service it shows I returned the phone but ***** at the store that I returned the phone didn't cancel the device contract and I need to go back to the store ***** resigned so they said they need to locate the phone in the meantime I'm still being charged even though it shows I turned the phone in. ****** is the person that I talked to in the store now he told me to call him in a couple of days and when I do he doesn't answer so I don't know what to do his number he gave me is ************ he told me to call him back on wednesday June 12th I've been called for 2 days now. **************** gives me the run a round also saying they can't do anything I have to go to the store where I turned the phone in at which I have ****** said he can't get on the system where the bill of sale is which I don't know why he couldn't. so its a lot of back and forth with nothing getting resolved and I'm being charged late fees and I will be charged for the phone of $800 and it can go on my credit, but I don't have the phone

I want the to cancel the device contract so I can stop being billed because I turned the phone in on March 2, 2024 which they see that but I'm still being charged like I have the phone because the device contract wasn't cancelled.
Business Response
Date: 06/18/2024
Dear *****,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. During our research we have found that you returned your device on 4/10/24. The device was not properly disconnected resulting in you still being billed for line ending in 4464. We have worked with our **************** to remove the device agreement that was attached to line ending in 4464.
Additionally, Victra has also accommodated the charges on your bill from 4/10/24 to current as a one-time bill credit to your ******* account in the amount of $193.23. Here is the reference number for your records 1960345087.
Unfortunately, we were not able to disconnect the line on your behalf, to disconnect the line you would need to call into ******* customer care at ************ and have that line removed to prevent further charges. If you have further questions, please dont hesitate to reach out to us so we can further assist you.
Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:04/07/2024
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 this store to start 3 new lines in 10/2022. The associate handling my order was ****, and the on-site manager was Trinity. **** made a series of mistakes when handling my order 1. I ported 2 out of 3 lines to ******* and all got $200 rebate for each (as they had the $200 porting rebate at the time) but for the 3rd line, **** said I don't have to port number, just open a new line (and close my previous line) will still get $200. I followed and as a result, failed to qualify for the $200 rebate. (As this open/close didn't qualify for porting rebate)2. At the time when I ordered the lines in store I saw ******* online that opening a new line with iPhone 13 Pro *** costs $9.99 per month for 36 month and I asked **** that can he honor that. He told me no problem. But when I receive the bill I am paying $18.06 per month. So over the course of 36 months I over paid $290.I went back to store around 02/2023 and complained to Trinity about the charges above. Because this was definitely the error of the associate that could've been avoided. As for #1, I could've easily qualify for $200 rebate should I just port the number, and for #2, either store associate could honor the $9.99 price or I can just got it online. ******* understood this situation and he did the calculation of how much I should be compensated (he suggested $480) and he promised me to have this addressed in a timely manner, as he already submitted this to his management at that time. But he left the store around mid-2023 without addressing this issue. Since 07/2023, I was talking to the store manager ******, who told me he is going to help to resolve this, but I still haven't received any refund till today. Totally I went to store more than 10 times since this happened, with both managers ******* and ****** ,and nothing happened and this caused a lot of stress on me as I should be compensated for $480 which was calculated and promised by the store management.
Business Response
Date: 04/11/2024
Hi **,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. Victra will be providing you with $490 accommodate the promotional credit, misquote for (#****) and the $200 rebate. $129.28 of this has been posted as a one-time bill credit/payment to your ******* account. Here is the reference number associated with the applied credit (**********). The remaining $360.72 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 *********************************
Thank you,
Victra Guest Experience Team
Initial Complaint
Date:03/28/2024
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 3 March my wife walked into what she thought was a ******* store to look at phones. She was told by the salesman that they could get her a phone, a tablet, and a watch for the taxes on the items. He then mentioned that her ******* bill would go up ***** a month. She selected a phone and asked him to load her phone numbers into the phone and then left. She returned hours later and the numbers had not been loaded and the salesman told her that she needed to pay ****** for the items and she began having reservations. She paid with a credit card. She returned on 4 March and asked for a bill. The salesman told her that was not possible and she asked for the manager. He told her the same thing and she wanted her old phone back and did not want the items. The manager told her that the phone could not be returned and he then printed out a bill. The bill indicated that she owed ******* an additional ******* that would be financed over 3 years and her bill would actually go up *****. She then repeated she wanted her old phone back and did not want the items. They refused to take the items back or give her the old phone. She left and went to an actual ******* store and the owner got a ******* customer service rep to call the manager of the Victra store. The end result was a ***** credit and we are stuck with the phone, tablet and watch and over ******** in debt. This is the worst retail experience we have ever had. My wife also contacted the Attorney General.
Business Response
Date: 04/05/2024
Hi *******,
Thank you for contacting Victra! We apologize for any inconvenience this may have caused. We were made aware by the Store Leadership that they are in contact with you to work towards a resolution. If there is anything we can assist further please reach out to us at ********************************* we will be happy to assist.
Respectfully,
Victra Guest Experience Team
Customer Answer
Date: 04/10/2024

Complaint: 21419680

I am rejecting this response because:
The store manager has not found my wifes phone and return it and he did not commit to returning the $550.00 dollars that she paid.
Sincerely,

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

Business Response
Date: 04/12/2024
Hi,
We have reached out several times in attempt to come to an agreeable resolution. The traded in device was returned back to ******* and we are unable to have it shipped back to us. We are more than willing to review other options to come to a resolution. Please reach back to us at ************ or ********************************* and we will be happy to further assist.
Respectfully,
Victra Guest Experience Team
Customer Answer
Date: 04/16/2024

Complaint: 21419680

I am rejecting this response because: we have contacted ******* to verify if they have her phone without success. We would like the ****** that was taken from our bank account on 3 March 2024 refunded. The store will need to verify with ******* that her old phone was returned. Once the money is credited to our bank account and ******* is contacted by the store to verify that they have her old phone the issue is revolved.

Sincerely,

***********************************
Initial Complaint
Date:03/25/2024
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 purchased 3 devices at your store in **************,** on 2/26/2024the salesperson charged me $242.06 for what he told me was sales tax and a iPhone case over the weekend I took another look at the sales invoice (that I had to ask for) and $89.97 of the charges were for a Setup and ********** that the sales person never mentioned to me..he didnt ask me if I wanted service he just set the devices up so I just assumed it was a provided courtesy service..if I had known that I would be charged for it I wouldve set the devices up myself.I dont appreciate the dishonesty and I would like those Setup charges refunded back to me.Thank you
Business Response
Date: 03/25/2024
Hi ******,

Were sorry to hear about your unpleasant experience at a Victra location! We have researched the transaction and have posted a one-time credit to your ******* account for the amount of the three Set Up and Go fees ($89.97). Here is the control number for the applied credit 1957504315. We apologize for any inconvenience this may have caused and do hope youll return to one of the many Victra locations. If we can be of any further assistance, please contact us via email at *********************************.

Respectfully,

Victra Guest Experience Team
Initial Complaint
Date:03/25/2024
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 to the store because my phones storage was full and it was malfunctioning. The sales rep told me I needed a new phone and that The one I needed was available at a discounted rate of about $350 on my familys plan. I said OK. They proceeded to do all the necessary steps to set up the new phone and transfer my data. At one point, they asked me to sign something, but I couldnt see the actual receipt until later when my phone was finished setting up and I was able to log into my email account again, which was hours after leaving the store. When I finally saw the receipt, I saw that the phone had actually been free and covered by ******** and the bundle was a bunch of accessories that I hadnt asked for, and they had provided and billed me for them without my knowledge (at full price, and they had opened the packages and installed everything). I was surprised when I saw the phone charger in the bag and also surprised when the sales rep brought over a bunch of cases to choose from and when I looked surprised she said that was just part of the promotion. If they had been honest, I wouldnt have bought a single one of those accessories at the store and would have bought only the ones I needed somewhere else, much cheaper, as I have done with every single other phone I have ever purchased. The employee never stated that I was paying for accessories and had explicitly stated that the 350ish cost was for the phone.
Business Response
Date: 03/27/2024
Hi *******,

Were sorry to hear about your unpleasant experience at a Victra location! We have researched the transaction and have refunded the accessories, you will receive a refund check in the amount of $253.54 in 4-6 weeks. We apologize for any inconvenience this may have caused and do hope youll return to one of the many Victra locations. If we can be of any further assistance, please contact us via email at *********************************.

Respectfully,
Victra Guest Experience Team

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