Complaints

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

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  Victra

  8510 Colonnade Center Dr STE 300 Raleigh, NC 27615-5861

  
• 

  Victra

  1998 William St Fredericksburg, VA 22401-5128

• 

  Victra

  1165 N Main St Marion, VA 24354-4121

• 

  Victra

  465 Brandon Town Center Mall Brandon, FL 33511-4756

• 

  Victra

  352 Princeton Hightstown Rd STE A1 West Windsor, NJ 08550-3130

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/02/2025

  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.

  On May 13 and May 15, 2025, I visited what appeared to be a ******* store to upgrade the phones on my account. The store was branded as a ******* retailer, and the staff acted as if they were ******* employees. I was charged $339.52 and $77.79 during the process, which I understood to be part of *******s setup and activation fees.Later, I discovered that these charges were not from *******they do not appear anywhere on my ******* account. ******* has billed me separately for their own setup and activation fees, meaning I have now been double-charged.After investigating, I found many other complaints online about Victra misleading customers, charging hidden fees, and misrepresenting themselves as ******* corporate stores.I am requesting a full refund of $417.31 from Victra and urge the BBB to investigate this pattern of deceptive business practices.

  

  Business Response

  Date: 06/12/2025

  Dear ****,
  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 Set Up and Go fees and Remaining Device Balance fees. Here is the reference number for the applied credits (1973638174 ).  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:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 24, 2025 I returned a watch to this store, which is a contract store for *******. The amount in dispute is $485.80. ******* is aware that the watch had been returned to this store. However, the watch was never sent to the ******* warehouse. ******* said that the watch was either sitting on a shelf at VICTRAR or an employee stole it. Because of this, ******* has charged me the $485.80. This store has sent me emails saying that they are trying to resolve this issue and the last date they said it would be taken of was May 26, 2025 which has come and gone with no further response from them. I want this store to give ******* the watch or the $485.80 so ******* will remove this amount from my bill. The emails I received were from Victra guest experience team.

  

  Business Response

  Date: 06/05/2025

  Hi *****,  
  

  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I am pleased to inform you that Victra has collaborated with ******* to cancel the device agreement and credit the buyout charges associated with the watch you returned on February 24th, 2025.
  

  However, there remains a ******* account balance of ************ balance is tied to the force buyout of the iPhone 16, as the device agreement was not fulfilled.
  

  If you have any further questions, please do not hesitate to send an email to ***********************************************************.
  

  Respectfully,  
  

  Victra Guest Experience Team  

  Customer Answer

  Date: 06/10/2025

   
  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:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged 2 set up that they disguised as activation fees that I later called asked about. Not only was my phone or gateway not setup, they messed up user name/address so I wasnt able to log into my account. It took multiple phone calls to finally get things changed When I went back in the store they told me those setup fees are nonrefundable but yet they didnt set anything up! How can you charge someone twice for a setup and go, didnt even ask or give me the option. I set them up myself! Ive had a horrible experience with this ******* authorized retailer. They also refused to take back my equipment (my gateway 5g box) even though I was told by ******* corporate and the executive to return it there! I want a refund on those setup charges and courtesy credits because this is ridiculous.

  

  Business Response

  Date: 06/02/2025

  Dear *****,
  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 Set Up and Go fees. Here is the reference number for the applied credit (1973146507). 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: 06/03/2025

   
  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:05/27/2025

  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.

  Please see attached report that will detail our complaint dated 27 May 2025 On the 9th of May we spent 5 hours in this Victra owned store representing *******, located in *********, **. During this time, we constantly asked for a price list to verify what was being told to us. The answers we received were suspicious, such as, the price changes every five minutes according to ****. **** also was always asking his assistance (****) regarding what the prices were that we inquired about, and she replied, Ill have to look that ***** the end, after reading the complaints here at the BBB against Victra, they sound the same as our experience, and it is more apparent now that this company cannot be trusted. In the following you will find that our experience was less than desirable. The following complaint is accurate, as we took notes, and even brought our notes back into the store to remind them what we were quoted/promised Continuing after day one, (9th of May, 2025), we had to go back the same evening for an hour and again following day for two more hours, and yet again on Tuesday, the 13th of May 2025 for another hour to have the last phone of four set up. We are left confused, misinformed and after receiving our first ****, feel that we are being scammed by Victra. We paid for everything in the store, so our first **** should only be $100 for the family four-phone plan, plus $50 for insurance, totaling $150. Instead, our **** says this months charges are $469.21, and credits from last months **** are -$571.80. There are other receipts that indicate we financed over $3,000.00, which we absolutely did no financing, hence reason we paid nearly $1000, while in the store.

  

  Business Response

  Date: 06/10/2025

  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, and they have contacted you. Please if you have any questions, feel free to send an email to ***********************************************************. 
  Thank you, 
  Victra Guest Experience Team   

• Initial Complaint

  Date:05/15/2025

  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 have been involved with a run-around at a Victra Store in *******, *********. Victra Corporate has not ********* December, we found a Victra Store employeee had sent (for my daughter) the wrong size (128 GB vs 256 GB) iPhone, (and, he had given me no take home paperwork, saying it would all come by email, and had it sent to my house.) Instead of exchanging it, the Victra employee sent me home to call *************** said the exchange should happen with no restocking fees, but had to be done at the Victra store as it was purchased there. This took a month for ******* to approve the no restocking fee, etc.I returned to the store, but even with the note in my file the district manager ****** ****** was called. He insisted I had to go to a corporate ******* store to do the exchange, "no way he could do the exchange at the store." It was awhile before I could travel to a corporate store. Then, at the ******* corporate store they saw it was purchased at the Victra store, sent me back to Victra, and added another note to my file. Returning to Victra, I waited for 1 1/2 hours behind just one customer, and I was treated very rudely. The employee, and ****** ****** who he called, would not do the exchange, I was insistent he check it out further. Finally he said he called an operations manager who saw it was indeed purchased at the store. ****** promised by early the next week everything would be set for me to return the phone and finally get the proper phone. He said he put in a ticket to ******* to change the payments. Two weeks later after several unanswered texts and emails, he texted and said they had needed more info and it would now be just a few more days. It is now 4 more weeks later. ****** ****** has ignored my texts and emails, he has not contacted me as promised. His phone message box is full. He does not answer his phone. He apparently was just playing me. Attached is a transcript of a recording of my discussion with him on the phone and an email.

  

  Business Response

  Date: 05/28/2025

  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, if you could please email us more information at **********************************
  Thank you, 
  Victra Guest Experience Team 

• Initial Complaint

  Date:05/12/2025

  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 at *************************************************:We went in yesterday afternoon 5/09/2025 to get phone upgrades to iPhone 16 models, which was $650 off for a trade-in. We financed the remaining $200 over 36 months, but the employee ***** G told us it would be about $200 each in tax "out the door". He also told us that screen protectors and phone cases would be included with the phone and had us pick out cases. He grabbed screen protectors for us and put them on the two phones, deceiving us into believing they were free by telling us they were included with the phone the whole time. He showed us how to start the setup process and checked us out at $459.68. We had the receipt emailed, which we didn't check until that night, seeing we'd been charged $257.96 extra for the "free" phone cases and screen protectors. ***** had not mentioned anything about us having to pay for accessories, only stating we'd be paying tax and that the cases/protectors were complementary. We saw we were still charged the two full $39.99 setup fees after we had to spend hours that night finishing the setup, since the phone transfers and updates were getting errors after ***** tried.This morning we went back to try and refund these charges. The employee working, ****, went to the back to call the manager ********* and said that only the cases could be refunded no matter what. We requested to speak with ********* about it, but **** showed us texts from him saying "No, I'm busy" "I'm not in the mood" and "Tell them to come back another day." We returned the cases for $84.68 back, but we are incredibly disappointed with the levels of deception that this Victra used to charge us hundreds of dollars extra, when the tax that ***** told us we'd be paying only totaled to $99.75.

  

  Business Response

  Date: 05/21/2025

  Hi Grant,  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. We will be requesting a Corporate Refund Check on your behalf to accommodate for the set up and go fees and screen protectors. 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 ********************************** We are here to help!
  Respectfully,
  Victra Guest Experience Team

• Initial Complaint

  Date:05/06/2025

  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 paid off my device at Victra in ******, Tn in January of 2025. In February of 2025 ******* debited my bank account for the same amount. I took my receipt into the store in ******. They explained they were a third party store and my cash payment never got posted to ******** system. They informed me my money would be returned via check in 4-6 weeks. I still havent received my payment and the store manager nor the district manager will do anything to help get my money back

  

  Business Response

  Date: 05/08/2025

  Hi ******,
  
  Thank you for reaching out to us through the BBB. I sincerely apologize for any inconvenience this may have caused you. I am pleased to inform you that this matter has been resolved. Victra will be requesting a Corporate Refund Check on your behalf to accommodate the bill payment you made instore on January 16th that didnt post.
  
  The Corporate Refund Check will be delivered to the mailing address you provided within 2-4 weeks. If you have any questions or need further assistance, please feel free to send an email to ********************************** We are here to help!
  
  Respectfully,
  
  Victra Guest Experience Team
  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23289097
  
  I am rejecting this response because:
  This issue should be resolved in a more timely manner. Ive already waited months on my money. Its only right that they overnight me a check or direct deposit into my account. They are receiving no penalty for wrongfully misplacing my funds. At the least this needs to be resolved today or they should be made to pay late fees. If this was the other way around late fees would be added to my bill if I didnt pay them in a timely manner. Matter of fact if I was still a customer my service would be disconnected if I took months to pay them!
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/11/2025

  Hi ******,
  
  Thank you for reaching out to us through the BBB. I sincerely apologize for any inconvenience this may have caused you. I am pleased to inform you that this matter has been resolved. Victra will be requesting a Corporate Refund Check on your behalf to accommodate the bill payment you made instore on January 16th that didnt post.
  
  We have requested that the Corporate Refund Check be expedited and will be delivered to the mailing address you provided within 2-4 weeks. If you have any questions or need further assistance, please feel free to send an email to ***********************************************************. We are here to help!
  
  Respectfully,
  
  Victra Guest Experience Team

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23289097
  
  I am rejecting this response because: They have not resolved this in a timely manner and have not been penalized for their actions. My address is *********************************. I want to make sure you all have the correct address on file for any future correspondence. I feel that waiting months on my money and having to go this in depth to retrieve my money is ridiculous that they arent subject to any consequences or late fees for withholding my money. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/05/2025

  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.

  5/4/2025 I received a bill from ******* in the amount of $1385.09. Additionally ******* charged $70.00 for services that should be covered under return receipt. They were not.All of the merchandise purchased on 4/26/2025 was promptly returned and account closed on 4/29/2025 (within the allowable return period for full refund) I owe 0 dollars and should have received a full refund from tax and other in the amount of $242.54. This location performs bait and switch type transactions on behalf of ******* without providing the proper documentation and promotional itemization of what they are selling. I was sold a higher plan I did not choose as well as charged full price for a ******* s9 tablet promoted as free (only pay tax and $10 monthly service) Due to the fraudulent selling practices of ******* and this location, I have no relationship with them or ******* and promptly returned the equipment which was accepted and refund receipt given in addition to a ******* representative stating I would not be liable for any charges. I have also filed a complaint with the *** since this experience has now affected my credit, my business line temporarily suspended and the acceptance of merchandise that was returned but are charging me $1385.09 plus $70.00 activation/set up charges on merchandise and service that was not as described.I would like my account to reflect the merchandise returned in the amount of $1385.09, the original amount charged returned in the amount of $242.54. (activation/set up charges with tax) on merchandise and service that was not as described. I no longer have any relationship or *** any funds to ******* or Victra (doing business as ******* located at **********************************************

  

  Business Response

  Date: 05/18/2025

  Hi *****,
  I hope this message finds you well. I wanted to provide you with a quick update regarding the issue we are currently addressing. While we are diligently working to resolve it as swiftly as possible, it is taking a bit longer than initially anticipated. I kindly ask for your patience and understanding as we strive to deliver an appropriate response and resolution. Rest assured, we are fully committed to resolving the matter and will keep you informed of any progress. Thank you for your continued support and cooperation.
  Respectfully,
  Victra Guest Experience Team

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23285337
  
  I am rejecting this response because:  I will have to reject the vague response from ******* until I receive a refund.  My issue is receiving a full refund from ******* and this has not been resolved.  
  
  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/28/2025

  Dear *****,
  

  Thank you so much for your time and patience while we thoroughly researched your transaction with ******* at a Victra location. We are delighted to hear that ******* was able to assist you with the account balance associated with your return. Upon reviewing your in-store refund, we found that you originally paid $242.54 during your transaction on April 26th. On April 29th, a refund in the amount of $172.56 was processed. At this time, Victra has requested a Corporate Refund Check on your behalf to accommodate the two set up and go fees.
  
  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.
  
  Respectfully,
  
  Victra Guest Experience Team

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23285337
  
  I am rejecting this response because:  Thank you very kindly.  I have received communication in regards to the refund but have not received the refund. I will respond to this complaint once the check has been received.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/29/2025

  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.

  On March 18, 2025, I purchased two new cell phones, while trading in our old phones and paid for everything in Full. ******* Victra salesperson ********** *. (refuses to give last name) used deceptive tactics to enter me into a Mobile Protection Plan and a Pay Device Plan unbeknownst to me, at the time of purchase. I was made aware of this deceit on April 9, when I received notice of my new payment of $188.86. ******* Wireless **************** was able to remove the Mobile Protection Plan Fee, but told me I would have to go into the store and have the salesperson remove the Device Pay. I have spent more than 15 hours in the store and on the phone with **************** to correct the fraud ********** *. and along with store manager ***** *. (who also refuses to give his last name) created.

  

  Business Response

  Date: 05/06/2025

  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, and they have contacted you. Please if you have any questions, feel free to send an email to ***********************************************************. We are here to help!  
  
  Thank you, 
  
  Victra Guest Experience Team  

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23252892
  
  I am rejecting this response because: Nothing has been resolved! Victra continues to perpetrate deceptive, untruthful, and fraudulent responses. I have not been compensated to be made whole and my cell phone remains locked. On April 30, I received a phone call, from District Manager,  ***** of Victra. ***** promised me, she would get me my compensation and get my phone unlocked by 05/06/2025, if I would allow her the time, and not proceed with a small claims lawsuit. I have not heard from *****, so this complaint remains unresolved.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 05/09/2025

  Hi *****,
  
  Thank you for reaching out to us through the BBB. Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. Victra has applied device buyout credits to both your telephone lines, which has ended the device agreements. The reference numbers for these applied credits are ********** and **********. Additionally, ******* has applied a one-time bill credit on May 8th in the amount of $101.78 to cover one month of service.
  
  Regarding ********* device unlock policy, please note that a device will unlock after 60 days from the date of the transaction. If you have any questions or need further assistance, please don't hesitate to send an email to ********************************** We are here to help!
  
  Thank you again for your patience and understanding.
  
  Victra Guest Experience Team

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23252892
  
  I am rejecting this response because: Victra still is playing a "Smoke and Mirrors" game as if they are helping me, when it is ******* Wireless who issued me the credits, courtesy of *** on Thursday, May 8, 2025. Although I received a ******* Wireless email on Saturday, May 10, stating my bill is due in the amount of $142.62 and $87.08 is due immediately. It's as if, I'm dealing with Beavis and Butthead. All this unnecessary stress, and deceit was created, by ********** *. and ***** *. of Victra. They are dishonest and deciving the public, as an Authorized Retailer for ******* Wireless. Lastly, as of May 12, 2025 my iPhone Pro 16 is still LOCKED!
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went to a local ******* store thinking it was a corporate location as the salesman said it was. He opened two lines of service and fraudulently placed items on the account. When we realized we went back to return the devices and he kept answering his cell phone instead of helping us. He refused to take the devices back and was fast talking other people about broken promises made in sales. We returned these devices to ******* corporate but they said this location won't release the contracts. This man lied to us to open the account and put us on plans we didn't want and added protection after we said no 3 times. He also said no activation fee but charged them after we left. He refused to give us any paperwork or show us anything. He said we were signing for a credit check but it was really the contract. He should be jailed and this location under review by the ************************. They are knowingly deceiving customers.

  

  Business Response

  Date: 05/06/2025

  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, and they have contacted you. Please if you have any questions, feel free to send an email to ********************************** We are here to help!   
  
  Thank you, 
  
  Victra Guest Experience Team