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 ComplaintThe 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:04/27/2023
Type: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 visited the ********** location of ******* Victra store on 4/25/23 intending to purchase a new phone. ****** was helping me and I began the process of choosing the best phone and plan when another employee, who I later found out was the manager ***, interjected out of no where and tried to upsell me to a higher plan than I needed and then once I wasnt interested he disappeared. ****** went to the safe and brought back 2 iphones, the boxes were open which I thought was strange and she allowed me to look at them both and choose my color. Then she began the check out process where she informed me that the in store price was higher than the online price DUE TO APPLIED LOCAL AND STATE ******. I proceeded to check out for what I was informed was the sales tax for my new phone. Mind you the computer screen on which she was creating the transaction was only facing her and was not facing the customer side at all. The total was higher but close to what I expected the tax to be and I paid for the balance $118.37. Never one time in the transaction was I shown an invoice or told that on top of what I was told were sales taxes that they would charge ***** for a store fee / set up and go fee or what has also been now called a transfer fee. This was never authorized by me nor was I made aware at any point. When I came back in on 4/26 to talk to the manager, he tells me that he cant refund me and I was told about it & started raising his voice and talking over me and in circles and that the fee is always added on and whatever else..then I asked him to repeat himself as I couldnt understand him at one point and he called me racist and told me to get out of the store. Wow! What a way to resolve an issue by yelling over the customer, insulting them, and telling them to leave when they are calmly trying to let you know they were overcharged without authorization. I was lied to about multiple things including the insurance costs going down after 60days which is also a lie.
Business Response
Date: 04/27/2023
Hi ****,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. Yesterday on the 26th you spoke with a call center representative, who submitted an escalation for you regarding the $29.99 set up and go fee. The Guest Relations Team has refunded the set up and go fee and applied it as a one-time credit to your ******* Account. An email was sent to you yesterday with the reference number for the applied credit "1946226876". Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************
Customer Answer
Date: 05/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable but incomplete. I would like to know what corrective actions will be taken regarding the insults and rudeness specifically from the manager that is supposed to handle customer concerns properly. I was called a racist for asking him to repeat himself after he was literally yelling at me in front of others and asked me to leave when he was the one becoming enraged.
Sincerely,
*******************Initial Complaint
Date:04/24/2023
Type: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 opened a business account with 6 lines (4 cell phone numbers, 1 router and 1 ipad for **********************, **** back in December, 2022. ******* has been charging me since January for 13 lines when I have only 6 lines. The lines I currently have are ****, ****, ****, ****, ****, and **** end numbers. I do not want to continue paying for something that I do not have. I traded in 4 iphones for new ones, but I have not been credited the $1000 for each of the trade ins. I have been trying to resolve this problems since January and NO LUCK so far.Business Response
Date: 04/28/2023
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. Leadership stated " We submitted a virtual support link yesterday to get the promo credits on the account." Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************
Initial Complaint
Date:04/21/2023
Type: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.
when i purchased a new phone from ***** at the ********* ** victra branch, he worked with his manager to decrease my company's monthly bill to ****** per month, we just rcvd our monthly bill and it was ******. I tried calling customer service, i have called ***** 3 times to resolve and more recently asked for his manager to call me. i would like this resolved as soon as possible, all help is appreciatedBusiness Response
Date: 05/02/2023
Hi Don,
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. Leadership stated that the Business Manager connected with you. Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************
Initial Complaint
Date:04/19/2023
Type: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.
-Date of transaction: 11-25-22 -Business claiming we owe money for devices that were part of a free Black Friday deal -Business committed to provide "best nationwide service" and free upgraded devices (including Apple Watch, iPad, iPhone, beats by Dre headphones)-The issue: Our headphones were never sent to us, and we are being charged a monthly fee for our other devices. We signed up for three of the offers under one account for a total of nine new lines including the phones, iPads and watches. We initially signed up as a consumer account but ***** convinced us to switch to a business account because we would receive an extra discount. Her and her associate ***** attempted to open the nine lines under my photography business Somewhere Studios Photography. This process took them more than 8 hours. Once we received our first bill we realized we were being charged for all the "free" black Friday offers. We have now been to this same store multiple times (so many I've lost count) to try to resolve this issue. We have been dealing with another associate over the phone named ******, who as assured us multiple times that the issue has been resolved. However, our bill is still reflecting that we owe money for the devices themselves. Our last visit to this location was 4-15-23 in which we tried to resolve the issue yet again. ***** was the associate working. She was rude and told us multiple times she could do nothing to help us and that we had to go to a corporate ******* store. We attempted to resolve the issue at the corporate store on 4-18-23 and they told us that the original store (*****, ***** and ******) needed to be the ones to fix the issue and that they could not do anything to fix the issue. At this point we are in limbo between two branches both telling us they can't resolve the issue they created. They have falsely advertised their promotion and created a huge unresolved payment hassle in our lives.-Account number: ***************Business Response
Date: 04/25/2023
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 me more information at *********************************
Thank you,
*********************
Customer Answer
Date: 04/25/2023
Complaint: 19953466
I am rejecting this response because: I have not received any emails or phone calls on your end trying to resolve the issue. I hope to speak with someone soon.
Sincerely,
*****************************Business Response
Date: 04/28/2023
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. Leadership stated " I was able to get a hold of the customer via email. I have reached out to our I2B partner, and he has provided me with screenshots of the promotions being applied on her next bill. I just sent her an update email that we will look at her next bill to make sure all promotions were successfully applied." Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************
Customer Answer
Date: 04/28/2023
Complaint: 19953466
I am rejecting this response because: *** your team leader reached out but has not resolved anything. He simply promised that credits would be applied to my next bill. This same promise has been made by ****** multiple times and has never happened. I have lost all faith in your companys ability to provide quality service. Meanwhile, I have late fees that have accumulated from not having an accurate bill to pay in the amount of $800. This is entirely at your fault for not being able to provide me an accurate statement. I want an accurate bill adjusted today. I do not want credits for fees I should not be paying in the first place. If your company cannot provide an accurate bill in a timely manner I want to move forward with canceling all 9 lines and to leave your company for good. This has wasted so much of my time and I have never had such a bad customer experience. Find someone who can fix the problem now.
Sincerely,
*****************************Business Response
Date: 05/21/2024
Hi *****,
Thank you for contacting Victra! We appreciate your time and feedback we were unable to connect with you at the number provided. Please email us directly at ********************************* and we will be happy to review the experience and assist further.
Respectfully,
Victra Guest Experience TeamInitial Complaint
Date:04/19/2023
Type: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.
******* aka Victra offered a cell phone trade-in promotion $800 for my ******* Note 8. I accepted this offer at the Wellington **** store and turned in my old phone in exchange for the $800 promotion credit. 8 months of receiving zero credits and numerous visits to the store to question this with the manager ***** there, who was supposedly emailing higher *** on where my old phone was and where my promotion credits were, the Wellington **** store closed up its doors. Frustrated, i switched carriers and now am in collections for over $1000 and my credit report is now screwed because of this. Apparantly someone lost my traded-in phone along the way or theft.Business Response
Date: 04/24/2023
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 me more information at *********************************
Thank you,
*********************
Initial Complaint
Date:04/19/2023
Type: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 24, I approached A to open a wireless home service. They opened 8 lines without my authorization, cheated and advertised buy one get one free. Raised the contract price without authorization. Demanded a refundBusiness Response
Date: 04/25/2023
Hi Zhiwei,
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 me more information at *********************************
Thank you,
****
Initial Complaint
Date:04/17/2023
Type: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 Victra ******* located at ******************************************************************************* 2022. We traded in (2) iPhone X models for (1) iPhone 14 Pro *** and (1) iPhone 14 Pro. During this same visit we told ****** (salesman) that we'd also like to trade in our iPad Pro. This is when the LIES began. He said our phones looked to be in great shape and he was sure we could receive $800 for each phone. He also said there was a promotion taking place and because we were buying 2 phones the iPad would be $250.When the devices arrived, the receipt showed a detailed pricing breakdown including the phones and the iPad. When I questioned the phone / iPad pricing, he clearly stated it takes about 4 months for the promotions to take effect. On this breakdown it showed the phones list prices, and $620 for the iPad. I received a text from him the week before Christmas stating he needed my ******* PIN in order to add the iPad to the account correctly to assure the promotion would show it at NC. Over the next week, I called and texted him to validate his action had been completed. Every text or call was responded too with lies, stating customer service was closed, manager was out etc.. When we received our first bill, it showed the iPhones were credited less $400 each and $100 off the iPad. When I questioned ******, he again stated it takes 4 months, but everything would be corrected by then. It's now been 4 months, nothing has changed. I understand the trade credits could change if there were any issues with the phones. I don't understand how a FREE PROMOTIONAL iPad cost me $520. I would never purchase anything from Victra again, and judging from reviews this is typical of Victra.Business Response
Date: 04/24/2023
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. Leadership stated "I am submitting a "customer compensation" request for $520, which is the difference in the cost of the ipad vs the current amount of credits being applied. I spoke to **************** about this and he was very pleased with this outcome." Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************
Initial Complaint
Date:04/14/2023
Type: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 January 6, 2023, I went to the ********* ** Victra store to purchase new iPhone 14 Pros. I was assisted by a female salesperson who went over our account and we wanted to trade in two XR iPhones. She said that we would receive $800 per phone as credit on our bill and would show up in 1-2 billing cycles. I agreed to this and she wrote down some notes for us. No official printout (which should have been a red flag). I was told that only the store could transfer data on the phones to the new ones and I was charged over $500 for this, which seems too much. I also believe that any person can transfer data on their own at home between phones. A few weeks later, I had to contact and go into the store because the new phones had arrived and were sitting for weeks. In March and April, I went into the store 3 times to find out about the $800 credits. The first time I went in, the salesman told me that the credit would be added the following day. After waiting a week or so with no communication I returned to the store. The original female salesperson was in the store. I asked her about the credits, she told me the manager had to input the credit. She said that he might be in that evening. So, I came back that evening (March 10, 2023) and talked to ***** the manager. He then told me that the $800 credits were applicable with unlimited data plans only. This was the first time anyone in Victra even mentioned this information to me. I would not have even purchased the phones knowing this. He told me that he submitted everything and he would contact me on March 11, 2023. I never heard from *****. I have been a longtime ******* customer with no issues at all. I can't believe that ******* is associated with Victra. The customer service and responsiveness is embarrassingly inadequate. I just want the $800 credit to each new phone that was promised by the Victra employees and a refund for the data transfer fees. Thank youBusiness Response
Date: 04/24/2023
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,
*********************
Customer Answer
Date: 05/02/2023
Complaint: 19934090
I am rejecting this response because:jamesproud (null)<******************
Mon, May 1, 8:45 PM (12 hours ago)tocomplaintsHello *****,
I did receive a call from Victra stating they would send me a check. That was on 4/21/23, as of today, I still have not received a check for this complaint. Please let me know what I need to do. Thank you
Sent from my iPhone
Sincerely,
****************Business Response
Date: 05/02/2023
Mr. *****,
Thank you for your email! Corporate Refund Checks take 4-6 weeks to be delivered.
Respectfully,
Victra Guest Relations Team
Customer Answer
Date: 05/02/2023
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:04/10/2023
Type: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 switched over to Victra- ******* 12-26-22 with a promise of a free phone and watch from ******************** also gained by joining a credit card he talked me into. From there it became a mess. I had no idea what the cost of the products were that was being added to the new credit card. That there would be additional costs to run the phone or watch and activation fees for both. When he transfered the information from the old phone to the new phone he used a dummy number to do this, which then gave me 3 numbers on my bill. When I called some one it showed a stranger phone number on their phone calling in. So once all the costs started coming in, I returned the watch and accessories the same week. I was told I couldn't buy power cords else where for it could damage my phone, which I found out was a lie. It took more phone calls and at least 8 more visits to the store which is 60 miles for me to get the phone running right and the bills straightened out. My bill per month was to be under a $100.00 a month. It was always over and wrong. Finally on 02-01-2023 I changed to TMobile and thought the problem was finally solved. I paid the last monthly service payment. Then 03-28-2023 I get a bill from Victra for $733.26 due by 04-17-2023? I have no idea why and call, because I changed carriers. I was never told the new phone would actually cost me if I changed carriers.Business Response
Date: 04/24/2023
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 me more information at *********************************
Thank you,
*********************
Initial Complaint
Date:03/30/2023
Type: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 haven't received the money for my phones trade in, phones were purchased on 08/04/2022, Ive been with ********************* for 4 years and 6 months approximately, on July, 2022 I received a promotion from ******* which was 800 rebate for any trade in. showed up to a ******* store located at *******************************************************************************. Spoke with ***** the manager of the store, at that time he didn't have Iphone 13 pro *** available, he looked at my account and said that he would order the phones and let me know when they got to the store and he estimated about 1 week. Returned to the store a week and a half later on a Saturday and spoke to ****** the new store manger for that location I found out that ***** was longer with the company and no body knew about my phones, that Saturday was ******** First day and couldn't assist me because he was in the middle of a Zoom meeting, He took my phone number a promised to call on the following Monday , he also mentioned that the Promo had expired so I asked him if I could take advantage of the promo that I received during those days, he said yes no problem but he never called back I showed up the following Thursday and found out ****** was out on FMLA, there was no manager that could help me so they refer me to **** at the concord store on *******************, he was able to get me the phones but he made a mistake with the trade in and still haven't received the refund. **** wouldn't return my calls I contacted *** the district manager and wouldn't return my call, instead his assistant ******** helped me with the case and they agreed on reimbursing me $1200, the check was supposed to arrive at the end of January and still haven't receive it, now I can not get ******** to give me a call back or tell me whats going on.I want my refund back ASAP or terminate my contract so I can move to a different network with better customer service.Business Response
Date: 04/03/2023
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 they are working on a resolution, and they have contacted you. Leadership stated "Spoke with guest and appears he traded in two devices but only one is being credited to the account." Working with the guest on the credit for the 2nd device. Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************
Customer Answer
Date: 04/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, I attached a copy of the offer I was supposed to get and didnt receive, I spoke with ******** on January 2 and she said a check of $1200.00 was issued and I was supposed to get it by the of January. I got $200.00 credit for each of the phones I turned in according to ******** I will not accept less than promised if Victra or ******* are un able to provide refund I want them to cancel my contract.
Sincerely,
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