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

  100 N Dupont Hwy New Castle, DE 19720-3102

• 

  Victra

  851 Saint George Ave Woodbridge, NJ 07095-2514

• 

  Victra

  7029 Forest Hill Ave STE A Richmond, VA 23225-1625

• 

  Victra

  3211 Forest Brook Rd STE A Lynchburg, VA 24501-3001

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:03/09/2023

  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.

  On February 19th I went to my local Holland Victra store. Purchases an S23, screen and lens protection and a wall charger the sales person said I needed. Upon examining my receipt I saw I was charged 29$ for phone set up I set my own phone up, I also saw I was charged 64$ for liquid glass insurance. I was never told about this charge! Because I trusted my sales man I came to find out after doing some research that I was completely ripped off and lied to! He also said my monthly would only go up 22$ it went up 43$. I will never take business there again! Neither will the other 5 people on my phone plan! Oh they also charge double than any one else for the wall charger I was told I had to have!

  

  Business Response

  Date: 03/17/2023

  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:03/06/2023

  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.

  October 14. 2022 I was visiting family in ******. ** when my 4G ******* Android went blank. I entered the ******* /Vectra store for assistance. They could not revive my phone. Told me 4G support would end by January and sold me a 5G Android. They didn't take my old phone as trade in. Told me to keep as back up. Old phone started up on its own a few days later. Again was told 4G would be ending anyway. December 29th new phone went black as well. Entered the same store. They could not revive it. They helped call tech support that would jnder my warranty send a new phone to me in 2 days. Didn't come. Store and I called again. Again guaranteed a replacement in one week. Tech support was to call and follow up. Neither occurred. 5 times later, customer service said ******* fell ithe 5G was reparable and is why replacement never shipped. She was willing to waive repair fee. I would have to mail in phone...she disconnected the call incomplete. I went to UbreakIfix. Both 4G and 5G started right up. No charge. Was told 4G not stopping. Only 3G. 4G would be supported for a few years more. I began using only the 4G since December 29th. I did not need the 5G. Sales person had greater commission not applying my Old phone's trade in credit. Was told twice a return label would be issued for the 5G and a credit applied . Never came. Then the circle of Vectra vs ******* responsibility. I became pass the potatoe. Even went into a Vectra store(which is titled ******* only) and they refused to return it no matter was a falsely represented sale. More than 30 days.etc. sent me to Corporate down the street.. not ******* as turned out but ******* s. Loop upon loop. I'm stuck without either company showing any responsibility or respect to my 20+years as a customer and now obligated to this $800 expense., per them.

  

  Business Response

  Date: 03/14/2023

  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 " Credit has been requested and sent for approval."  Please if you have any questions, feel free to send an email to *********************************  
  

  Thank you, 
  

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

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 19452388
  
  I am rejecting this response because: While I thought this matter resolved, Upon changing services from ******* and receiving notice that I had a $34 credit at that time, they are now trying, again, to charge me for the phone that was fraudulently presented to me. I have sent them documentation of the credit correspondence but their emails and calls for the phone charge continue. Please help. Thank you, *****
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/05/2023

  Hi *****,
  
  Thank you for contacting us through the BBB! After further review, the guest is currently being charged the full buyout / early termination fee buy *******.The device that was purchased on 10/13 was financed on a 36-agreement with ******************* if you stop / cancel service before the 36-month agreement is over you will be charged an early termination fee / the remaining amount that is owed on your device. This was also explained to the customer when she called ******* customer care back in July and requested information to close her account.   
  
  Additionally,when the guest originally opened this case the store leadership team came to an agreement with the guest to send her a corporate refund check in the amount of $715.00. This check was for the full amount of the device. It was to be used for the device payment difference over the next 36-months if the guest continued service with *******. Or to be used to buyout the remainder of the device. This check was sent 3/17/2023 to ********************************************************************. It was received and cleared to the customers account on 3/29/2023.
  
  Thank you, 
  
  Victra Guest Experience Team 

• Initial Complaint

  Date:03/02/2023

  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.

  DECEPTIVE PRACTICES AT VICTRA STORE. Visited the Victra store on ****************** in *********, ** 2 weeks ago. This stores literally makes believe customers by telling things which arent true. I was there with my daughter to get 4 new lines with ******** We were told, word for word, that there is a great offer going on at their store and if we decide to get 4 new lines we would only pay for the difference of phone price & the sales tax on all new device we get. He kept on repeating that its the best deal ever whereby ******* is buying out selected old phone and giving very good amount for it. Out of 3 different phone we showed to the representative he said only one qualified for the buyback and it would fetch us $800 and for the Apple SE (old phone) they would just give us $30. So the deal was as explained by the stores representative and well understood by my ************* was as follows:Get 4 new lines with 3 new devices- ******* 23 Ultra for $1200, ****** Pixel 7 for some $700 and Pixel 6 free as per the offer and my daughter the 4th line holder would keep her existing Apple phone as she liked it. It was informed that for all the new phones we would be paying the difference in the amount of the sales price and the sales tax on all the 3 devices. And as we qualify to get total of $800 +$30 as buyback amount for our 2 trade ins (old phones) we d just pay the difference for the new devices plus the sales tax on all new device we get.In-between the sales person asked us to select 3 phone cases from the specific area, then he himself picked up adapters and the screen guards for the 3 new devices. All this time he made us believe that its all part and partial of the deal from the company and we arent paying for it.Then I was asked to pay around $670 so I Tok out my credit card as I was thinking about major amounts that can total to $670. So I thought ok $400 the difference of the phone that I owe, taxes on 3 devices so $670 looked okay. But to make sure we were on the same page I asked for the invoice to understand the breakdown to which he said its a companys policy not give out printed invoices to the customer. By that time my card was charged and he said not to worry you shall receive the invoice by email. As we were there for almost 3 to 4 hrs plus both my ************ were exhausted hence we left on a good faith.I was stunned to realise I was cheated when I checked the Victra invoice- firstly it was so lengthy & confusing for just getting 3 new devices. After through review of the invoice I find out that there were bunch of charges levied from the sales guy from Victra. All the charges except the sales tax on 3 new devices were wrongly charged. He had charged me for the accessories for 3 devices, setup fees for 4 lines and sales tax on the 3 new devices. I was shocked & couldnt understand why would someone working in a big store like Victra representing a very large & reputable organisation like ******* derive and cheat customers.Said that- I am seeking a simple & genuine resolution from Victra at the earliest and that is to refund every bit of my money except the legit sales tax on 3 devices which was informed & agreed to.As a caution to all the visitors to BBB platform I d like to conclude by saying be aware while visiting a Victra store/s- especially the one mentioned in my message. Please ask for the invoice and check everything they are charging you for and do not just rely on things that their sales representative/s promises and then making the payment. They are adding charges for services and products that they are not rendering and are verbally stating as included in the purchase when they are not. This company is involved in fraudulent sales and misrepresentation of another company and scams customers out of money by adding additional fees and prices for products after a trade in agreement is made. I would urge them to stop these malpractices and gain business through ethical means.

  

  Business Response

  Date: 03/09/2023

  Hi Piyush,  
  

  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: 03/10/2023

   
  Complaint: 19523725
  
  I am rejecting this response because: I haven't heard back either via phone call or email from Victra yet post my complaint through BBB.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/11/2023

  Hi Piyush,  
  

  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. Leadership stated they have invited you back into the store and agreed to return his accessories and waive 2 setups. They are waiting for your to return to the store, so they can further assist.  Please if you have any questions, feel free to send an email to *********************************. 
  

  Thank you, 
  

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

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19523725
  

  Hello again *****- I appreciate you getting back to me after checking with your respective store. In fact, I had made efforts to personally go to the very store couple times in person but as they were busy with new customers I would wait for long time and then leave without getting issue resolved. Finally I called up the corporate office and shared my unpleasant experience to which they assure someone would get back to me. I did a call from a store manager asking me what the issue. I thought he would have learn about it before calling me nevertheless after hearing me out he said he'll get back to me after checking with his supervisor. He did call back telling me what they can do in this case as a special case- I was all ears as I wanted to get the things resolved and move on with life. He said we can waive the setup fees (all) which they don't do at all (you are offering only 2??) and will take back phone cases and chargers for the refund and the screen guards which they have applied on the phones need to be paid. I told him that this isn't acceptable as I was been made to believe that the accessories were a part of the promotional deal hence why would I have to return it in the first place. 

  Please understand as much as I want to resolve this matter amicably the unilateral so call resolution which is been offered isn't acceptable and I am requesting the following instead to avoid further frustration and loss of my time & resources.

  I was told that there is a special deal going on and along with new connections & phone you get their accessories and its a limited time offer hence my daughter & I hurried to the store the next day to get advantage of this once in a lifetime deal. In rush we did not get the one more old phone (that was a part of the promotion) that we had to fetched us another $700 to 800 against the ****** pixel 7 we got. In fact- I just came to know through a research that I could take the advantage of it anytime within 1st 30 days again that wasn't told to me from the representative. So here is what I would like to consider the serious of the matter, agony, feeling of taking advantage of we faced dealing with Victra so far. 

  1. Do refund all the money wrongly charged for phone cases, chargers, screen guards & setup fees which amounted to around $600. Yes the only thing which we were made aware about the charge was the taxes on the phones and we are bound to pay that so refund everything deducting the taxes. And question about returning the case and chargers do not arise but still if you insist without considering the fact that it was processed as a whole/ full deal to a customer. The customer who enters your store thinking you are in safe hands would be dealt with full transparency, ethical standards and professionalism like any big organisation especially in ***************** will do. 

  2. If we are still eligible to trade in the old phone we have for ****** pixel 7 that we go that would be great as we can take advantage of the offer. If not Im okay to forgo that for the genuine efforts you are trying to make on behalf of Victra.

  Two vital things I would like to highlight here is that

  a) Even after requesting an invoice for the amount being charged to me make sure it is correct I was told that as a company's policy we arent suppose to give the printout of the invoice to the customer- it only can be emailed. That was something unbelievable because how can you refuse to an invoice.

  b) I aspect you and management of Victra give a good thought of what am I asking and do the needful without further delay. I have already gone through a lot and am sure a big corporation like Victra would respect the pain & agony this unpleasant episode has caused. 

  Thank you, awaiting prompt resolution to end this on a positive note.

   

  Best regards,

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

  

  Business Response

  Date: 05/16/2024

  Hi ******,

  Thank you for contacting Victra! We appreciate the time you took to speak with our team. We were glad to hear this has been resolved, please do not hesitate to reach out to us in the future if we can be any assistance at *********************************

  Respectfully, 

  Victra Guest Experience Team

• Initial Complaint

  Date:03/01/2023

  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 December 11th, 2023, I walked into the *******, NJ Victra location to pick up a new phone. I was told then that I qualified for a program where I would be able to pay $25/month for internet services with Verizon for ten years with the Unlimited Wireless account that I already had. There was a sign advertising this as well. It seemed unbelievable, so I confirmed with the person, ****, who was helping me with my phone. He confirmed I was eligible. I signed up. I was even told that Verizon would pay for the end of my contract with my current internet provider. I paid hundreds of dollars in set-up fees, but when my first bill arrived, I was charged $49.99 instead of $24.99. I called Verizon to find out what had gone wrong. Spent weeks being bounced around from Fios to Verizon Wireless and then finally being told I don't qualify at all and that Victra gave me the wrong information. It was a miserable experience Finally, I go back to Victra to speak directly to them. When I arrived, the manager ***** ******** told me I needed to speak to **** who sold me the package and that there was no telling when **** would be in. ***** made vague comments about texting **** and said that **** was diabetic. I don't believe he ever texted ****. And that you don't know when your employee will be in? Really? I felt he was lying to me. I waited for over two hours and **** never showed up. Finally, I said to ****** why do I need to wait for **** if you are the manager? Finally, he sent an email to some district manager who ***** said would be in touch. This was on 2/3/23. Still no one has been in touch. So I've been lied to by Victra again. They cost me hundreds of dollars at a time I could ill afford it, giving me wrong information (I never would have changed internet providers if not for **** telling me I qualified for this $25 program) and when I go in to get help, I am ignored and no apology or attempt to make me whole after an incompetent employee cost me hundreds of dollars.

  

  Business Response

  Date: 03/06/2023

  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 offered the guest
  a Bill Credit for the difference of the service for the year, to give her time
  to decide if she wants to remain with the service or look for alternative options.
  ****** agreed to the credit and the check for $350 was approved today." Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  **** ******

• Initial Complaint

  Date:02/28/2023

  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 the Victra ******* store in *******, ** for a promo that ended Jan 4, in the promo you trade in your iPhone and get a new iPhone, iPad, watch, and beats headphones. We have yet received the beats headphones. We went to the store many time and had phone conversations/texts with our sales rep on when we will receive this. He reaffirmed us that ******* would send an email that we can redeem the headphones. We communicated many times prior to the promo ending that we didnt receive an email. We directed this to the District Manager on 2/25 who said we would have gotten this through the website with no further response from this manager. He claimed he was trying to reach me for many days but I had only received 1 call and email on the same day. I no longer can get contact back by either the rep or manager on how to receive our item or credit to purchase one ourselves. My partner and I neither have received our items.

  

  Business Response

  Date: 03/02/2023

  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 has stated " the IAM will be processing the fall out for this guest since it is now about 8 weeks since the purchase. I have provided the update to the guest this morning." Please if you have any questions, feel free to send an email to *********************************  
  

  Thank you, 
  Amya 

• Initial Complaint

  Date:02/25/2023

  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 02/16/23 I went into the victra store to pick up 2 new phones. I was told with both phones and promotions my bill would only go up ***** a month. The associate told me a case, screen protector and charger was included with the phone. I told him I didn't want or need any of it and he replied that it was included with the phone so I might as well. I asked why the cost was so much and was told they charge all the taxes, fees and activation charges upfront instead of charging it to the bill. He put all of the accessories on the phones before i left. Later I looked at the bill and realized that the cost was so much because I was charged for all of these accessories that were supposed to be included. I took all of the items back except for 2 that I didn't have with me and had to argue to get a refund. I returned the next day to the store with the other items and was told they couldn't return it because the packaging was damaged. I explained that the associate that helped me was the one that opened the package and he told me I'd have to return the next day when a manager was there. He said they would be there all day. I went back today just to be told the manager was not in. I asked for a managers contact information and was told no that I would have to come back when he was in. I've been to the store 3 times at timed that I'm told a manager will be there only to be told he's not in. I reviewed my phone bill and my charge for the phone is actually ***** instead of the ***** I was told. When I asked about that he said he didn't know that maybe it would change and to come back next month if I didn't. I called ******* and was told they cant help me because victra is only an authorized retailer and id have to speak with management from that location which seems to be impossible. I just want to return the case and cable and have my monthly charge for the phone to be the ***** I was promised.

  

  Business Response

  Date: 02/27/2023

  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. Please if you have any questions, feel free to send an email to *********************************  
  

  Thank you, 
  

  ****

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19494783
  
  I am rejecting this response because: no one has contacted me and I haven't received a refund for the case or charger. And my bill has not been fixed.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/28/2023

  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 "Just spoke with the customer, she will be returning her accessories tomorrow, she changed her plan back to play more from start, and I will reach out to my IAM to confirm her credits will be as offered, she understands that she will not receive her promotions on her 1st bill, and to call me if they are not on the 2nd bill."  Please if you have any questions, feel free to send an email to *********************************  
  

  Thank you, 
  

  ****

  Customer Answer

  Date: 02/28/2023

   
  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:02/22/2023

  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 Oct 2, 2022 I visitied what I thought was a ******* store based on street signage. After my purchases I realized it was a Victra store based on the receipts. I spoke to the sales person, Ru, regarding trading in my current iphone for an iphone 14. She looked up my account and said I was eligible for an $800 credit. I proceeded with the transaction for the phone. I asked for something in writing re the $800 credit & was told "it was in the ******* *** would see it on my bill within 2-3 mos. (Invoice#WA013IN14148) Then we discussed buying an ipad. I mentioned at least 5 times that I did not want a data plan for the ipad. ** said fine & proceeded to sell me an ipad for $470. (Invoice#WA013IN14078) Within a couple of days I was prompted to enter information for my data plan for the ipad. I returned to the same store, encountering the other salesperson. I had made an appt online, she said I didn't have one & wouldn't look at my confirmation. She said she'd help me in an hour. When I returned, she was with another customer. Obviously I was not happy. I waited & when she was free, she immediately told me she did not like my attitude. I then told her I was there to discuss the ipad & to get proof of my $800 credit. She yelled at me & said "everyone knows we only sell ipads with data plans!" She then went into the back room & refused to speak to me. I was so taken aback that I left. I contacted ******* & after much discussion, I received a return authorization for the ipad. I shipped the ipad with the provided label, *** tracking 1Z90A26F9000896353, I checked w/*** and the package was delivered. I have not received any credit for the ipad, nor the $800 credit for the iphone. Although ** was pleasant to work with, she was obviously not well trained. I have never experienced the behaviour of the other salesperson in all my 69 years. I also attempted to get contact info for the manager of the store & was told they "don't give out that information".

  

  Business Response

  Date: 03/03/2023

  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, 
  

  Amya  

• Initial Complaint

  Date:02/18/2023

  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 purchased 2 phones in June 2022. The person who sold them to me suggested that we open up a business account to save money. She said it very easy and it will definitely save over $100. She quoted me $342 for 7 lines including all fees and payments. I also traded in an iPhone 10 as part of the deal and was supposed to receive a credit. She said all the lines will be moved to a business line and it should take a couple of days. The transition was horrible shutting down several lines for over a week which hurt our business.This is not the worst part. When we received our first bill the charges were over $1200. It turned out the business manager activated 16 lines that we were charged for. I was assured this was a mistake and that it would get adjusted. Second month was the same. I kept being lied to at the store saying that they have received approval for a refi d and that I would get it soon. We were very patient and this continued. I found out later that the business manager ******* and the store employee ****** were both fired for supposed unethical practices. The new business *********************** has assured us that he will take care of the issue no matter what. We have only received $250 which is not even close. I also found out that ****** never issued the $800 credit towards one of the new phones. So basically I just gave them a phone . There is record of all of that including receipt of the phone that was turned in.Im seeking resolution on this issue ASAP. This is the worst experience I have every had at any business ever. Theft, lies, fraud, and dishonesty on every level. Please contact me asap.

  

  Business Response

  Date: 02/24/2023

  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. Victra and ******* Business analyzed the guest account and credited all that was owed at the time. The trade-in issue was also corrected as well. Please if you have any questions, feel free to send an email to *********************************  
  

  Thank you, 
  

  ****

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19430371
  
  I am rejecting this response because:

  The complaint was only partially addressed. I did receive a call from ***** notifying me that the trade in for my old phone will be credited to the account. However, he said that a refund for the overcharges during the first 3 months was not approved. I transferred 7 lines from a personal business account and was billed for 16 lines. My first bill was almost $1300. ****** said we could save money moving from our personal account to a business account. Our personal account ran us less than $400. During the transfer, she quoted me a bill of around $340 for all 7 lines. I never had 16 lines or 16 devices ever. I was forced to pay the bills because we use our phones for business. I was assured this would be straightened out and we would get credit. It is now 9 months later and still nothing. She did not apply all the discounts either and actually charged us more per line than quoted. Please review the first few invoices. All Im asking for is to get credit for what I was quoted. I should not have to be responsible for lines that were opened without any consent . We have never had Thames lines. Please review my first 3 bills and please credit us for the incorrect billing. Based on our calculation, we were overcharged by about $1200 during the first 3-4 billing cycles. We have spent probably 40 - 60 hours trying to correct this. All of this should be in the notes of the account from day one. If calls are recorded at ******** you can also pull up and review the dozens of attempts to try to get this corrected right away. This has been a night mare . 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/28/2023

  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. Please if you have any questions, feel free to send an email to *********************************  
  

  Thank you, 
  

  *********;

• Initial Complaint

  Date:02/18/2023

  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 Nov 17, 2023 I went into the Victra ******* store at:*********************************************************************** I was offered a new free phone and an iwatch or ipad for free.I selected the iwatch.I didn't like the watch, so went to return it. The clerk said the same offer ended but to come in the next day as a new free offer began. So I did, went over all the details, signed the agreement and paid the fees/taxes, set up the new ipad, and left.A month later I noticed on the bill that I was only getting a partial credit per month for the device roughly $3 instead of full $18 credit.I called multiple times, went back and forth between ******* customor service and the store. Eventually got someone and who said they couldn't change anything and that the person who I originally made the transaction with would call me back.I never got called. I call back *******, had them contact the victra store, stayed on the line with them ******* customer service and the clerk to deal with the billing issue. The clerk eventually said that yes they could see I was incorrectly not given the complete discount and that they would have to have their manager make the change and said it should show up on my next bill. Over the next 3 months I went back and forth with no change or resolution. After many repeated efforts (calls and reminders about the situation on Fri the 17th of Feb 2023 I got a call from the manager who left a message saying that the full promotion wasn't valid. I called them back and said they couldn't do anything. I asked to talk to their manager and they said they would have their manager call me.Basically the magagement is not taking responsibility for what their workers tell their customers and make excuses like "they no longer work here."I want my bill to be adjusted to reflect the original free ipad agreement, and to be compensated for the horendous amount of time I've spent trying to resolve this issue while being lied to / told contradictory information.

  

  Business Response

  Date: 02/22/2023

  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, 
  

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

• Initial Complaint

  Date:02/15/2023

  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 17 August 2022 I went to a ******* store to upgrade two phones. I later learned the ******* store was actually a Victra store. The assistant manger assisted me and told me that ******* had a current promotion that allowed me to trade in my old phones and get a new S22 Ultra for $800.00 and a basic S22 free. He explained a new plan for me and told me because of changes in their plans it would be less than I was currently paying monthly. So far, the new phones are being paid via a monthly finance charge at full price; $1200.00 for the Ultra and $800.00 for the basic S22. The figures on the 4 page invoice I had to sign, with the assurance that once the old phones were turned in all the finance charges would be credited to our account, do not add up to the amount charged. MY prior monthly ******* bill was $104.00 and the new bill is $254.00. Two months ago I went back to the store and talked to the same person who listened to my problem and tapped a few keys on his computer and told me that would fix the problem. Nothing has changed. This store is little more than a ripoff store and I don't know how ******* can authorize them to do business in the name of *******.

  

  Business Response

  Date: 02/21/2023

  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 have contacted you and communicated that " We do not have any video footage of the guests leaving the trade in devices. I told the guest that without his old phones we could not apply any credits."  Please if you have any questions, feel free to send an email to *********************************  
  

  Thank you, 
  

  *********;