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 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: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,
*********************Initial Complaint
Date:03/23/2023
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.
To whom it may concern,On 11/12/2022 at ******* authorized dealer Victra (***************************************************) my wife and I accepted the ******* transfer offer - $500 eCard per line transferred to ******* from another provider. We transferred two lines. Victra manager instructed us wait two billing cycles till we get the cards. We still did not get the cards. The Victra manager ****** is surprised why we still did not get the promotional offer, he called ******* and did not get any positive results.We spoke with different representatives at *******. The last was their manager *****. He agreed that on 11/12/2022 was this promotion but refused to honor it.Could you please help us to receive the promised switch promotion cards ($500 per line)?Thank you,****** and *********************** ************ ************Business Response
Date: 03/27/2023
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 ***************** has agreed to post $1000 directly to this customers account in lieu of the monthly credits. **************** states that this well be reflective on the guests account within 72 hours. I have a follow up call with the customer on Thursday 3/30 to ensure they see the credit applied to their account." Please if you have any questions, feel free to send an email to *********************************
Thank you,
****************;
Initial Complaint
Date:03/23/2023
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 11, 2023 I entered into a contractual upgrade for an Apple iPhone 14 *********** at your ** - *********** ******* Location (*******************************************************************************). While at this Location store manager ******* stated that my iPhone X 64 GB qualified for a $400 trade in. On February 4, 2023 I visited the Victra Location and spoke with a *******; during this visit he stated that the *** form hadn't been submitted.On February 18, 2023 ******* customer service noted that only a $70 trade in credit was posted on the account. On March 13, 2023 I visited the location again and spoke with *****' regarding the posting of the $400 trade in credit. *****' notified me at this time that manager ******* failed to submit a "***" form covering the $400 trade in credit. Upon discussion *****' stated she would notify the store manager / district manager of failed submitting of the "***" form. March 17, 2023 I visited the location and spoke with *******; he stated that on March 20, 2023 the account would reflect the $400 trade in credit. March 21, 2023 I visited the location and spoke with *****' again of the failed posting of the $400 trade in credit. To cliff note the conversation I was told that there was nothing the store location could do; it was all up to ******* customer service to resolve the $400 trade in credit. As of March 22, 2023 on a $70 trade in credit has been posted to the account; $340 still has not been posted to the account in regards to trade in credit. On March 22, 2023 I contacted Victra's customer service line. The representative with Victra stated that they would message DM **** as well as ***** and / or *****. When attempting to call the location no one answers which forces me to go into the physical Victra location. My desired immediate resolution would be for Victra to honor the remanding $340 trade in credit for the iPhone X 64GB so it can be posted to the ******* account.Business Response
Date: 03/23/2023
Ashleigh,
Thank you for contacting us through the BBB. We apologize for the inconvenience that this has caused you. Per our conversation yesterday, you stated the the $400.00 credit is now reflecting on your account as of 3/21/2023, after the *** form was submitted. You confirmed this with ******** the owner of the account which your on and the store representative. You expressed you now have concerns with the "back up" charges ( the extra $22.00 ) that ******* has charged, due to the promotional credits not reflecting on your account. As stated yesterday 3/22/2023, I've informed the Leadership Team of your concerns with the back up chargers on your account, the unpleasant experience you've had with that location and have also asked them to go over your original purchase with you. As you are also inquiring about paying off your device.Please if you have any questions, feel free to send an email to *********************************
Thank you,
Amya
Initial Complaint
Date:03/22/2023
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 went & got a iphone 12 on 10-01-22 and ended up getting two bills in one month? umm if i wanted to pay too bills i would've stayed with my old phone company before i left the store i was told that i would get a $200 rebate & that i could pay my VERY FIRST phone bill with it .. that information was false .. i had to get an extension through 12/03/22 and my phone is disconnected i am very upset because i remember talking to two representatives & both of them told me that my phone would not cut off due to me having rebate issues ... i was literally using the gps this morning to get out of town for thanksgiving and my phone disconnected service so i was stranded for hours once i called i kept getting the run around about my rebate just to find out that my device doesn't qualify for it which everyone at that store and on the phone failed to tell me & then they shut my phone off because they gave me the wrong information multiple times that's not right. & i also was told that i could get an extension & to only take off $140 when the rebate was 200 now i have late fees on my bill and was told that if i signed up for the *** program that i would get help with my bill and i did & got approved now theyre telling me it could take up to 8 weeks to apply.Business Response
Date: 03/21/2023
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.Business Response
Date: 03/22/2023
Cellular Sales was able to reach out to the customer and determined this was not a Cellular Sales related issue and directed the customer to ********************** - ******* Authorized Retailer for further assistance. Cellular Sales considers this matter closed. If you have any questions, please contact Cellular ********************** at **************.Business Response
Date: 03/28/2023
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 they have contacted you and are working towards a resolution. Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************
Initial Complaint
Date:03/21/2023
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.
in August 2021 I bought a new ******* S21 phone, since then i have had NON Stop issues with not receiving text messages, i have to keep calling talking to tech support doing the same steps over and over, I am on my 3rd S21 phone, my 3rd sim card, and a million hard resets, network resets and everything you can name, each time something dfifferent fixes it and they say im fixed forever then sometimes a week later, sometimes a month goes by and then same thing, once it came back later that day. they wont let me talk to supervisor no one has offered anything for the missed work and other issues i have had. They offered another brand of phone once and then took that back cause i needed to try 3 of these phones, now i have my third phone and issue is back and now they acting like that was never said,Business Response
Date: 03/08/2023
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.Customer Answer
Date: 03/08/2023
Complaint: 19552182
I am rejecting this response because: is a manager calling me? and when should I be hearing, this response is very vague
Sincerely,
*********************************Business Response
Date: 03/10/2023
Cellular Sales was able to reach out to the customer and determined this was not a Cellular Sales related issue and directed the customer to correct authorized retailer for further assistance. Cellular Sales considers this matter closed. If you have any questions, please contact Cellular ********************** at **************.Business Response
Date: 03/21/2023
Cellular Sales was able to reach out to the customer and determined this was not a Cellular Sales related issue and directed the customer to ********************** - ******* Authorized Retailer for further assistance. Cellular Sales considers this matter closed. If you have any questions, please contact Cellular ********************** at **************.Business Response
Date: 03/21/2023
Dear *******,
Thank you for contacting us through the BBB! Im sorry to hear you are experiencing issues with your phone. There are several options to assist you.1. If the phone is less than 30 days from date of purchase, you may exchange the defective equipment at the closest Victra location.
2. If the phone is more than 30 days from date of purchase but less than 365 you may be eligible for the manufacturers warranty.
a. For Apple products please call ************.
b. *********** products please call ************
c. ********** products please call ************
d. ****** products please call ************
e. ************ products please call ************
3.If the phone is beyond repair and you have insurance, you may file the claim on www.phoneclaim.com. If you qualify, a replacement phone will be shipped to you once you have paid the deductible. You may confirm insurance by accessing our account on www.MyVerizon.com or call ************.
4. If the phone has a cracked screen and you have insurance, you may file a claim on www.phoneclaim.com. If you qualify, repairs will be scheduled once you pay the $29 fee.
5. If the phone is more than 18 months from date of purchase, you may be eligible to upgrade to a new device. Please visit the closest Victra location for further assistance. You may confirm upgrade eligibility by accessing your account on www.MyVerizon.com or calling ************.Victra does not repair phones or parts of phones.
Respectfully,
Victra Guest Relations Team
Initial Complaint
Date:03/20/2023
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 signed up to transfer cell service from Xfinity to ******** The store signed me up, and we upgraded to 2 new phones, but a fraud alert was placed on the account, and they required me to prove my identity, which I did, and I received confirmation that everything checked out, and I was told service would be activated. It never was activated. After many unsuccessful attempts to get this resolved, I finally got service from another carrier. I closed the ******* account but they refused to take my new phone back within the 30 day return period. They had taken my husbands back, but not mine. I received a bill for service but service was never activated on our phones. They told me the bill went to collections.Business Response
Date: 03/27/2023
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:03/16/2023
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 signed up for service with them for :$45 -$20 **** deal(highlighted is the plan I signed up for )one line with free phonefor $35 canceled service after 15 days of service and I have a collection agency calling me for an amount over the $500 saying I didnt return a device that I did and do have a receipt of returned item . I was with their service for 15 days and trying to pay for those dates only not for the whole month account number with ******* **************** It is a business account I hope that I can get help to resolve this .I did tried contacting several times but there not helping me .Business Response
Date: 03/21/2023
Hi Estefania,
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 and sent an email. Leadership stated " $341.95 Credit has been applied leaving a balance of $172.38. What they told me is that Customer will get credits for the unbilled usage of the phones." Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************
Initial Complaint
Date:03/15/2023
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.
Hello,My name is *********************. I have been having an ongoing issue with the Victra ******* located at *********************************************************************** since November 2022.On November 25th I went to that location to trade in my ******* Galaxy S21 for an iPhone 14, iPad and Apple Watch as that was the promo that day. That day I received the iPad and Apple Watch and was told to return for the iPhone. I returned December 2nd and was helped by an associate, and if I remember correctly his name was ****. **** took my ******* Galaxy S21 and said he would turn it in for trade in value and adjust my bill. I left with my iPhone 14 and a month later I noticed that I was still being charged full price for the ************************************************************* my phone, but he never turned it in. There are cameras within the building with proof of me turning my phone in. I went back in January 22nd and ****** took my name and number and said he would get back to me. When he didnt I called him. He again told me that he would get back to me. He eventually called me January 25th and told me that **** stole my phone and that he was no longer employed at Victra *******. I was told that he would need to escalate the situation further to his manager and that he would get back to me. I have called and texted ****** and this Victra multiple times with no answer. It is now four months later and I have no answer. I texted Drevyn today and it seems like he either changed his number or I am blocked.I need answers and at this point I am desperate. Should I file a police report? Will this get resolved? I am unsure of what to do. Please contact me at this email or my personal cellphone, *************.I await your response and look forward to hearing from you soon.Business Response
Date: 03/21/2023
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 "I spoke with ******* again yesterday and she will be in town this week in which she will communicate with me to set up an appointment in the store to resolve this matter." Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************
Initial Complaint
Date:03/13/2023
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 called ******* business customer service *********** on march 7, 2023 at 712pm foir 40mins to a rep whom got all my information and promise to send me my pixel that i lost under my 30 day period due to the reason of mis information and over charging from victra off ******* st in corona. Still have received no phone that the agent told me that I would receive by 8 PM the next day which was going to be March 8, 2023 . I called numerous times to ******* and asked for a tracking number because the agent had told me I would receive it in the email. They said they had no information in the system about an order. I was really shocked to hear that it kind of scared me because my personal information may be invaded, as well as my business. So I called and I spoke to multiple agent on March 8 and ninth of 2023 and told them to review the call the agents I spoke with about the pixel phone that was supposed to be delivered. I cannot believe VICTRA ********* is such a big company, and they lie to their customers steal your information Furthermore I started service in 10/24/2022 and I barley come to find out when I first purchased the iPhone for a trade-in. My credits were not applied to my account and the phone cost me $900 still no credits for the trade in morevover I was told the second line I got which was ****** pixel phone which she said would be completely free and I look at the contract and now I see that financing charges for all three lines 2 of which I was lied to you stating they were free and for the the iPhone I was told I would get credit so I would only be paying $400 and theres a $900 financing charge just for that phone alone 500 for the pixel which I was told that was free and another 500 and something for the iPad I wouldve never got service with them if I knew different. . I am very disappointed at this time that Im stuck with three lines 2 of which I have rarely usedI dont want that line I dont need it I dont need to pay for it. I wanna cancel it and get it off my record but now they got me stuck in this 36 month contract which I will never use the iPad . Because I dontNEED IT I went to the store numerous the first time I went to the store there was a close line but the store hours for till 7 PM so I called ******* and they told me that somebodys gonna be there in 40 minutes. I waited and waited and nobody ever came so I went back the next day and a guy name. ********* there is no store manager. Its only him and he cant do anything about my concern he kept telling me call This number *********** they will be able to assist better. I repeat do not go to the store off of ******* in Corona victra. The lady who originally helped me no longer works there I was told to chase her down in ******* her name is ******* she no longer works there.She got transferred to a different location. i tried numerous times to call ******* numerous times to get that line off my account because now Im stuck with $150 bill when I was paying $100 at Metro for two lines and this hurts me. It hurts that I got done like this . I really need my situation looked into and my account to be right as I was told. *** tried numerous different business phone numbers and Ive been told different things by all these agents that dont know what theyre doing. Misinforming their customers seems like a bunch of scam to me . They have not handled my issue . This company has so many bad reviews therer much more concerning VICTRA (******* )doing bad business.Business Response
Date: 03/15/2023
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:03/12/2023
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.
In April of 2022 I traded in two phones at the ****************** store and was supposed to receive a credit. **** the sales employee took the phones from us after we purchased our phones. The credit for my wife's phone was $300 and the credit for my phone was $800. I've been in to resolve this issue 3 times since January. I am always told I have to wait 1 month to see if the bill will change. I just want the money/credit on my phone bill that I am due. The last time I went in the sales agent was unhelpful, and didn't even attempt to check the **** His boss was standing behind him and said nothing to me, instead letting his employee respond to me with "there is nothing I can do". The employee never checked their PCA system and acted like I should just wait one more month. Well, the bill came and it still isn't fixed. No credit and I feel I have no other option but to submit to BBB and ****** my experience.Business Response
Date: 03/15/2023
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 are issuing a credit." Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************
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