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:12/16/2022

  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.

  Was scammed into buying accessories from the ****** Verizon store and they will not refund my money

  

  Business Response

  Date: 12/20/2022

  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:12/12/2022

  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 July 31 2022, My wife and I traded in our 2 Iphone 7's that were in working order for the newest iPhone 13's with a larger memory. We also brought our son and daughter in law who traded iPhones and ADDED 2 more lines to our account. We weren't unhappy with our old phones but due to the promotion, which we were told amounted to $480 for each iPhone 7 and $800 for each iPhone 12 all 4 of us traded in our phones. The original rep that sold us the 4 phones seemed to have not entered data correctly and we were told the next day that we needed to "up" our plan $10 a month (x4) to qualify for the trade promotion. When we saw the first bill we called either her or ******* and were told she would get the corrections inputted and we should see the corrections "next bill". Next bill showed 2 of the 4 lines corrected so we called/stopped in again and we were escalated to ***************************** the store manager. He looked into it and with some digging was able to confirm the promotion should be $480 for the 2 lines that keep not getting the full credit. Assured us that it should correct "next Bill". Now, after 4 months it's STILL not corrected. We have called or visited them and tried getting it sorted out from the beginning. Each month our bill has not been correct and we keep getting overcharged. We've spent hours on the phone (which should be documented and recorded from *******) trying to get this over charge figured out. To be told it was all good and everything will be credited to my next bill and are further bills will be correct, only to have the next bill wrong again. We have been to the store several times and spoken to the store manager - who assured us that they have it corrected this time. This has not been resolved after hours of time off work and phone calls. We have been overcharged every month since we traded in these two phones and we want this nightmare to end please.

  

  Business Response

  Date: 12/16/2022

  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 "the Leader of that location is partnering up with his account manager to manually push through his promotion. There is also a voicemail that was left for the customer to contact us back so we can provide an update." They have also attempted to contacted you. Please if you have any questions, feel free to send an email to *********************************  
  

  Thank you, 
  

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

• Initial Complaint

  Date:12/12/2022

  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.

  This is a complaint in reference to Victra ******* Store located at *********************************************************************************, telephone ************.On 22 Jul 2022 I went to the Victra store above to trade in my ******* Galaxy S10+ for a ******* Galaxy S22 Ulta cell phone. I was told by salesperson (********************) that I would get $800.00 for the S10+ trade in, but that my account would be credited the $800.00 within 1 to 2 months. It sounded like a good deal, so I agreed to the purchase. So I purchased the phone for $1,200.00 before the discount of $800.00 which was charged to my ******* account. ******************** kept my S10+ phone for trade-in.3 months later after not receiving the $800.00 credit as of 26 Oct 2022 I went to the store and a salesperson took the info and said they would research it and fast forwarded the process to get the $800.00 credit to my ******* account and that they would get back to me within 1 week via a phone call to email THAT NEVER HAPPENED.On 2 Nov 2022 I went back to the store about 10 AM. Talked to a salesperson who said that the salesperson (********************) who sold me the phone on 22 Jul 2022, would be into work at 1 PM. I returned at 1 PM to talk to ******************** and the salesperson said he would not be into work for a couple more hours. I left my telephone number and ******* account information with that salesperson and he said he would have ******************** call me when he gets in. THAT NEVER HAPPENED.I want assistance in getting my $800.00 trade-in credit.My contact information: ***********************************, ******************** Telephone: ************

  

  Business Response

  Date: 12/14/2022

  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. "The remaining credit has been added to the account and backdated". The Leadership Team has attempted to contacted you. Please if you have any questions, feel free to send an email to *********************************  
  

  Thank you, 
  

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

• Initial Complaint

  Date:12/12/2022

  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.

  Oct 4, 2022 I went into the ************** in ********* to see about getting a new phone.Victra is the company selling for *******.I have always been very satisfied with the local ******* store in my town. however, they closed, which meant I had to find another store. I had no reason not to trust them.A tall man approached me and asked if he could help me. I said, I hope so. I am interested in getting a new phone. I want to know what you can give me for a trade in. His reply was " well, this is your lucky day!" "We have a promotion on, and I can give you $800 for your phone. Wow! I couldn't believe it. Then I said I was interested in the new Galaxy flip phone. Then he said, "that phone is $800, so it would be a wash." I thought it was my lucky day. Then she said if I buy this phone I would have to step up to a different plan and that would cost a one time fee of $35. I said, ok that isn't so bad. Then, he said, but before we can do anything, you have to pay off what you owe on the old phone. Ok, how much is that? $181.85. I agreed and paid it with my credit card I came back the next day, Oct 5, 2022. My phone was ready, and the woman said I needed to pay an additional $197.01. That was to cover all fees. She ran my credit card again. I asked if could have an invoice or receipt. Her reply was, "we don't do that here. It will come on your next ******* bill." I protested, even argued a little. I said if I am spending almost $400 I want a receipt. She apologized and said she was sorry, they just don't give out receipts from that office. When my next ******* bill came, it said I owed $217.47. On the back side of the bill it showed an increase of $180.42. Apparently Victra never paid off my old phone. Or giving them the benefit of a doubt, I figured it just hadn't caught up yet. I would give it another month. ******* DOES NOT have a customer service **** that you can contact, or speak to. YOU MUST go through the store that sold you the phoneMy daughter came over and was able to go into my ******* account and see what was happening. Victra did not send the payoff to *******. HERE IS THE SCAM!1. He lied right to my face when he said it was a wash. It was set up for 36 months - owing a balance of $1005.00. 2. They upgraded me to a plan that I do not need. Which has increased my monthly payment by $57.3. He sold me top of the line phone. Most expensive phone without giving me options.4. They would not give me an invoice for a reason!

  Customer Answer

  Date: 12/12/2022

  On Sat, Dec 10, 2022 at 7:10 AM <**********************************> wrote:
  

  I filed a complaint case number ******** However, I didn't know the number of words was limited. I ran out of space before I got my point accross. There are people working in ********* at an office called Vitra. They are selling phones for ******** It is a man/woman team that are frauding people. Misleading people & out right lying to people. You don't find out until contract is signed and it is to late to do anything. Then they say, you misunderstood. They especially prey on older people.

  

  Business Response

  Date: 12/14/2022

  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:12/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in an spoke to the ******* representative about setting up a phone line. I was told that if I brought in my own phone, I would be receive $500 gift card I could use towards my phone bill. I called for two months straight (July and August) because I never received the funds. I finally got someone at ******* to check and they said to call back after Sept 15th, once 2 billing cycles had passed. Once I called back exactly on the 15th, I was told the offer had expired. I told them to check the dozens of phone calls and chats I had with ******* to determine the location of the gift card and was told I was supposed to "accept the offer on the application." I never received these instructions, nor was I told that in any one calls and hours spent with representatives. These unfair practices are deceptive and should not be allowed to continue.

  

  Business Response

  Date: 12/15/2022

  Hi Lamija,  
  

  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: 12/16/2022

   
  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:12/06/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/1/2022
  
  Told salesperson do not want phone under contract and want to pay in full. I believed phone was paid in full but they took $440 as promo and will payout over 3 years. I gave them $900 on credit card, they applied $667 to payment.

  

  Business Response

  Date: 12/09/2022

  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: 12/09/2022

  
  
  Better Business Bureau:
  
  
  Regarding ID-********* At the time this case was “closed” I was contacted by Victra but hadn’t talked to them. I did speak with Regional Manager and we have an agreement of how we’re going to move forward. Thank you for your help! Much appreciated!
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:12/03/2022

  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.

  We initially were told the fees and taxes on new 2 devices is $256 roughly. Also the salesperson told us to give out free phone cases, and screen protectors. So we were happy ask him to order new phones which he told us to get in 3 days. The tracking showed the devices were arrived after 2days, however it took 5days until the guy called us to pick up the phones. On the day we went to the store to get new phones, surprisingly he charged double amount that what we were told initially. Then he told us we need to purchase $150 accessories for each in order to upgrade to new device. We ended up paying all the unnecessary way overpriced accessories. This sales is totally fraud and full of lying. He kept on changing his words, and made us pay unnecessary money. Also he lied about monthly charges, and charged me more on accessories which I didnt get. Now we cannot rely on him or the store anymore even he said we will get bill credit later. I want them to refund my money, and apologize about they fool customers like us.

  

  Business Response

  Date: 12/05/2022

  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 met with the customer at ********** ****** location that day. We refunded all the accessories (and processed a trade in for her Husband), and today we are processing an $80 credit for the Customer, in fact I just got off the phone with her 5 minutes ago.  Please if you have any questions, feel free to send an email to *********************************  
  

  Thank you, 
  

  ****************;

• Initial Complaint

  Date:11/29/2022

  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.

  In September I went to the store and explained to the rep that I wanted to pay off my phone so my bill would go down so I could then upgrade my son's phone and have those payments offset the savings from my phone payoff and keep my monthly bill roughly the same. I paid $379.12 to pay off my phone. The rep confirmed my bill would go down by doing that. When I got my next bill it was substantially higher. I called the ******* customer service line. They explained that the $379.12 balance did not need to be paid off because I was on a promotion and the promotion would have paid it off for me in time. She told me she could reinstate my promotion and request a refund of the balance plus a $30 1x time fee. I called again in November to check the status of the refund and the rep told me it was never requested that they could provide the refund because my contract was ended. I spoke to a supervisor who credited my account $180.00 which is less than half of the money I paid. I've been lied to by multiple GoWireless & ******* employees and am still owed $200 which I would like refunded. In addition, the phone I purchased for my son is faulty and we are trying to work with Apple to get it fixed since this company is clearly dishonest. This is the 2nd faulty phone we have received from this store.

  

  Business Response

  Date: 12/02/2022

  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 actively working on a resolution. Please if you have any questions, feel free to send an email to *********************************  
  

  Thank you, 
  

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

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a device and an accessory package from Victra on June 22, 2022.I was uncertain about the accessories, which are not essential and valued at $298.30. The manager ******** confirmed to me that they could be returned for refund.My husband noticed that the accessories of my previous ******** fit the new ******** cell including the chargers. So I decided to return the items for refund on June 25,2022.The manager was not available so I handed the accessories to a sale representative as suggested by ******** with my information for refund.When not seeing on my bank statement the refund as promised by ******** on June 22, I went back to Victra to found out that the manager was fired and that they couldn't issue me a refund.The accessories were returned and the manager ******** did not fulfill his part of the verbal contract since he was fired.I have been a sincere customer of ******* ********************** and I insist on a full refund for the returned items valued at $298.30

  

  Business Response

  Date: 12/05/2022

  Hi Fatima,  
  

  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:11/28/2022

  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 11.25.2022, my fianc went to Victra in ******, ** (**** US-*******************************************). His salesperson was the branch manager, *************************. She informed him that his new ******* bill would be $150/monthly, that he needed the accesory bundle she was selling him, and it would be cheaper that way. He paid for everything, and without his or my consent, she proceeded to open and apply the accessories to the S22, she voided the return on the screen protector that she sold us at a wildly inflated price. She kept the itemized receipt until well after she'd opened the product, so we could not see the policy. We were not told or consulted. When we checked our statement, the monthly bill as projected to be $180/monthly instead of $150. We saw her dishonesty, and we went to return the accessory bundle she'd sold us. By that time, she'd already voided our ability to return the screen protector because she applied it without our consent. We ended up paying $85 (after the return) for a Pure.Gear protector worth $50. When we confronted her she said, "That's business. Everyone does it". It's one thing that she lied about our monthly pricing to make a sale, but another to help herself to void any return by applying something that doesn't belong to her. You just don't expect to get scammed like that when you go to do something as simple as upgrading a phone. She also took down our address to "register a product", but it was never registered, and I believe she may be collecting personal data for her own schemes. She has been unprofessional in every way. My main issue is that she took something that didn't belong to her and applied it because she knew that it would not be returnable, AND she did it without asking. The product was coded to be "curved", but it's about as flat as day-old soda. I didn't ask her to open my things, my fianc didn't ask her to open anything. It wasn't hers to open. The business service we encountered was extremely dishonest.

  

  Business Response

  Date: 12/02/2022

  Hi Xena,  
  

  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 agreed to the return of the screen protector. Please if you have any questions, feel free to send an email to *********************************  
  

  Thank you, 
  

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