Complaints

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

close

Find a Location

Victra has 1044 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/18/2024

  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.

  Diamond wireless charges monthly and has every month for years. I have called multiple times to cancel, they never cancel. many numbers for them do not work, and they make it incredibly difficult to even find contact information.

  

  Business Response

  Date: 03/20/2024

  Hi *******,

  Thank you for contacting us through the BBB, we 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 at ********************************* or call us ************ we will be happy to further assist. 

  Respectfully,

  Victra Guest Experience Team

• Initial Complaint

  Date:03/15/2024

  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, 8 October 2023, I visited Victra on ****************, ** to upgrade to a new iPhone. We were informed that the trade-in promotion was $840, but in order to be eligible, we had to purchase an iPhone protection package for $352.02, after tax. We traded an iPhone XR for the new iPhone 15 when we were told that trade-in promotion covered the cost of the new phone and that we would see zero change on our bill. However, upon speaking with ******* Corporate on, 21 October 2023, we were advised that this requirement does not exist. I visited this same Victra store on, 21 October 2023, to request a refund, but we were told that this policy was specific to the store, and I could not return the goods or services. I informed the store employee that this was not explained at the date of purchase and we would not have purchased the iPhone protection package had this been made clear from the beginning. The employee refused a refund request by me directly and attempts to rectify this issue with ******* Corporate had failed to the point where I filed a charge-back with my credit card company.A couple of months later I noticed that my ******* bill did, in fact, have charges for the iPhone 15 of $23.33 with a monthly trade-in credit of $11.52 for 36 months. This comes out to roughly only $415 in trade-in credit which is roughly half of what we were told in store. This means we owe a grand total of $425.16 over the course of 36 months when we were told that it would be $0.I contacted ******* on 30 January 2024 and explained all of this to them. ******* submitted a trade-in adjustment on that date. On 13 March 2024, I noticed that I was still being charged for the iPhone 15 and called again. After 56 minutes on the phone I was told that the only phone that was traded in October on my account was an old ******* and the trade-in adjustment was denied. I, nor my wife, have never owned a *******. ******* was unable to assist and refused to take any further action.

  

  Business Response

  Date: 03/19/2024

  Dear *******,
  Thank you for your time and patience while we researched your transaction with ******* at a Victra location. #**** is receiving a $415 trade-in promotional credit. We will be requesting a Corporate Refund Check on your behalf to accommodate for the remaining $415 ******* promotional credit 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. Please if you have any questions, feel free to send an email to ********************************* 
  Respectfully,
  Victra Guest Experience Team

• Initial Complaint

  Date:03/11/2024

  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.

   
  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,
  
  ***************************

  

  Business Response

  Date: 03/15/2024

  Dear *****,
  
  Thank you for contacting Victra! After further review our team can confirm #**** is receiving a $700 promotional credit and #**** is getting a $800 promotional credit. These credits are divided up throughout the length of your device agreement with ******* and applied towards your monthly device payment.
  
  Additionally, we posted a one-time bill credit/payment to your ******* account in the amount of the set up and go fees and accessories that were purchased during your original transaction. The total amount of the bill credit/payment is $430.33, here is the reference number for the applied credit (1957167922).  
  
  Respectfully,  
  Victra Guest Experience Team 

• Initial Complaint

  Date:03/11/2024

  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.

   
  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,
  
  *******************************

  

  Business Response

  Date: 03/14/2024

  Hi ********,  
  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After working closely with our ***************** they were able to confirm the following
  
  The 3 devices purchased and returned in wfg -loans are cancelled, lines disconnected and associated charges are credited.
  
  Please if you have any questions, feel free to send an email to *********************************  
  
  Thank you, 
  
  Victra Guest Experience Team 

• Initial Complaint

  Date:03/07/2024

  Type:Sales and Advertising 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.

   
  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,
  
  ***************************** that I was indeed able to do this, so that they knew it was possible. Their response was that they did not mislead me. I requested information on how to submit a complaint to ******* regarding what they had done and was told there was no such thing. I then asked to speak with the manager who I had originally met with, and was told he was only there once every two months, and there was no other way to get a hold of him. Im submitting this complaint not because I need any reimbursement or apology from them. Rather, I am concerned they are engaging in fraudulent and misleading practices.

  

  Business Response

  Date: 03/07/2024

  Dear ********, 

  
  Thank you for your time and feedback! Im sorry to hear about your unpleasant experience. I have notified the appropriate team so they can coach, develop, and eliminate the behavior you experienced. 

  
  Respectfully, 
  Victra Guest Experience Team 

• Initial Complaint

  Date:03/07/2024

  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.

   
  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 would like to stress that there should be no action taken on the employee that helped me. Its clearly the businesses practices that are at fault, not the employee.
  
  Sincerely,
  
  *************************

  ike this.

  

  Business Response

  Date: 03/07/2024

  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 Accessories and Restocking Fee. Here is the control number for the applied credit ********** ($119.30)  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