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

  1001 S Broadway Wind Gap, PA 18091-1633

• 

  Victra

  142 Highway 274 Clover, SC 29710-6045

• 

  Victra

  1347 W 43rd St Houston, TX 77018-4205

• 

  Victra

  110 W King St STE 5 Kings Mountain, NC 28086-3437

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:10/11/2022

  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.

  I have had an awful experience with Store Manager by name ******.Never met such unprofessional, lying person like her in my life.I was with Verizon for 4 years so far and 4 month ago on May 17th I walked to that store to transfer my account to Business. ****** assured me that if I keep my business with Verizon, she will give me a very good deal. She told me if I open 3 additional lines I will get big discount and get a FREE iPhone 12 with each new opened line. That sounded very attractive and I went ahead and agreed to terms. Opened 6 lines that day. Traded 2 iPhones 11 with 800$ trade in credit on each and Gizmo Watch with $330 credit.I was quoted $196 monthly:5 phone lines - 30$ each with autopay on file ($150)1 watch line - 10$160$ - total2 iPhone 13th with 300$ balance on each( 800$ trade in credit on each) - 14$ a month3 iPhone 12th - Free (free iPhone 12 with each new opened line promotion) - Free1 Apple watch with 220$ balance Next month bill came as almost $400.I came back there to ask what is going on, when ****** told me to hold tight and wait for trade inn credits to kick in. Assured me that my bill will go back to normal next month for sure. but it didn't. it came as 405$ next month...So I have been stopping by numerous time there after that asking her to resolve the problem, and every time I have heard that she will reach out to her Regional Manager and then get back with me.Well she never did. Every call and text message I have been sending her were ignored and I was avoided.Yesterday when I showed up at the store again she was very annoyed to see me again. When I asked her why she is not calling me as she promised, she told me that she is not going to resolve my problem and asked me to leave the store.She refused to give me her Regional Manager contact info.I told her that I will be contacting Better Business Bureau and write a complaint on her for lying, misleading and false advertising.

  

  Business Response

  Date: 10/14/2022

  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 and explained the guest did receive
  all promotions and trade in credits that were quoted however, the charges in
  question are from ****** being out of the country for two months and accruing
  international charges. We are not responsible for this usage. Additionally, two
  authorized users were added to this account and these individuals had added
  services and made plan changes outside of what was initially discussed. Upon
  researching the RTG and remarks on the account our guest was delivered
  everything initially quoted. Any charges and additions outside of this were
  done not at a Victra location.  Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  ****

  

  Business Response

  Date: 10/17/2022

  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 and explained the guest did receive all promotions and trade in credits that were quoted however, the charges in question are from ****** being out of the country for two months and accruing international charges. We are not responsible for this usage. Additionally, two authorized users were added to this account and these individuals had added services and made plan changes outside of what was initially discussed. Upon researching the RTG and remarks on the account our guest was delivered everything initially quoted. Any charges and additions outside of this were done not at a Victra location.  Please if you have any questions, feel free to send an email to *****************  
  
  Thank you, 
  
  ****

  Customer Answer

  Date: 10/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Like I was stating in my previous response, my international charges we resolved directly with Verizon, and my concern with Victra is about my regular monthly bill which is my higher then was promised.

  There were no changes made to my account since it was opened on Mat 17th 2022. If Victra is stating so, please have them provide more information of what exactly was changed?

   

  Please be more specific with numbers when you responding next time, like I am being!

   

  My concern is very simple. My bill is suppose to be 196$ and Verizon keep charging me $400 plus every month! Does that seem normal to you?

  I have included my bill summary with my previous response as well. Please review is and see that I have paid $2050 over the term of 5 billing cycles, instead of $980 (196$ a month)
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service 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.

  30 days ago I purchased a new apple iphone and a new wristlet that was Verizon equipment that they showed me and told me how it was the newest item from Verizon and would keep me from dropping my phone. I purchased one for the phone and they connected it, it was not connected by me.
  Now within 30 days of the purchase of these two items the camera lense on the back of the phone is broken out of the phone and they are saying it was dropped, when clearly it is the wristlet beads bumping the back of the phone when I walk and the phone is in my pocket.

• Initial Complaint

  Date:10/05/2022

  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 have been struggling to resolve an issue that began in January of 2022 when we switched from our cellular provider to Verizon Wireless at Victra, an authorized retailer. The Victra representative offered us the (at the time, current) deal titled "switch and save." We were to receive a prepaid visa, for the amount of $1000.00 when we uploaded our final bill from previous provider. We were also to receive a promotional credit of $1000.00 applied over 30 months for a phone traded in, with an appraised trade-in value of $1200.00 dollars. We have yet to receive anything for the 5g Samsung Galaxy Zfold II (I can provide the IMEI). Months into our new contract, all efforts and hours spent, to have this resolved have been unsuccessful. This not only has coated us time and money but continues to negatively impact my partner in his profession. Because we have yet to receive the promotional credit on the account (paying off the device), we have been unable to replace the damaged/inoperable phone (needing replacent since April 2022) and purchase a new one. We have since had to purchase 2 inadequate phones out of pocket for that line while continuing to pay on a phone that should have been free with the eligible trade-in since January. I have all documentation including initial agreements, screenshots and PDF files of all communications (an email stating that we should receive our credit within 6-8 weeks from July 2022 but now the initial sales representative and manager that was working towards resolve, are no longer employees), all phones information including IMEI and model numbers, a time-stamped screenshot of the deal we switched for, the final bill from our previous company and proof that it was submitted in a timely manner, also any other helpful documentation that proves how mistreated this situation has become.

  

  Business Response

  Date: 10/14/2022

  H* *****,  
  
  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 with our Verizon partners on a resolution. Please if you have any questions, feel free to send an email to *****************  
  
  Thank you, 
  
  ****

  Customer Answer

  Date: 10/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The store has not contacted us regarding these issues since Since June 16th 2022. At which time we were told she (******** *****) reassured us that she is working diligently on the issues and that we should be receiving the prepaid Verizon credit cards by mail, no later than 8 weeks from that date. The manager that contacted us on that date, is no longer an employee of Victra or Verizon Wireless. The most recent communication was I calling. The manager I spoke to most recently at Victra authorized retailer location, that we began our service with Verizon, informed me that the previous manager is no longer an employee as well as the representative that sold us our phones and was responsible for us switching and to call back to try and speak to a higher positioned manager than himself. I have yet to speak that higher personnel that I was told I needed to. However, I was informed yesterday, 10/17/22, by **** *****, CEO of Victra, that a member of his management team will be reaching out to me this week to resolve the issue.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 10/20/2022

   

  Our leadership team has attempted to get in contact with you, but have yet to receive a response. Our Verizon partners have concluded research and I have
  left a voicemail fo* ***** to return my call at his earliest convenience. Based
  on *****’s account he is receiving a credit on the line ending in **** of
  $23.33 monthly for a received trade in. According to remarks on his account he
  has been reached out to on six occasions to re-upload his final bill from his
  previous carrier to receive the switch and save promotion. This has not been responded
  to according to records. The promotion tracking numbers Mr. **** provided all
  lead down the same path. All of them end with “Message sent to customer to
  acquire clear copy of prior carrier bill.” So these have not been processed at
  this time and are awaiting guest response.
  
  As far as the Galaxy Z fold I have asked that Mr. **** call
  me back to clarify what happened with this device as it is not active on the
  account at all.
  
  In summary, our guest has yet to upload a clear image of
  the bill and Verizon is awaiting his response there, the Z Fold is not present
  on the account and the **** line is already receiving credit for the trade in
  promotion.

  Thank you,

  ****

  Customer Answer

  Date: 10/24/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There inaccuracies in the response received. You were somehow provided incorrect information. In regards to the conclusion of your research and that you have left a voicemail requesting a call back, I have spent an inconvenient amount of time on the phone to resolve this making it necessary that further communication only be done by email, text, messaging, or by mail. When communication is done in writing, it is more coherent, functional, organized, accessible, and easier to follow-up on the misinformation/questions you may have, and to address the multiple issues I have. Also, written communication may help to resolve the issues incorporating responsibility communications between Verizon, Victra, and I the consumer. 
  

  In regards to the credit being received on line **** of $23.33 monthly, we received the Samsung Galaxy S20 that you see associated with the phone line **** during a separate promotion that should not be involved in or confused with separate promotions we have yet to receive. That phone on line **** was received during a promotion for a free phone when you add a new line (image of promo attached). We added a new line and the credit being applied to that line of 23.33 monthly has nothing to do with a traded in device/the device we have yet to receive or rebate for, or the missing promotional credit for your “switch and save,” promo dated January 2nd 2022.
  

  In regards to the final bill, I will re-upload them yet again onto the website if the link is still available. Here I have attached the proof that my initial submitting of them on the Verizon website were within the time limit to do so. Not enough space in this response to also submit the evidence of the failed communication attempts to multiple agents to figure out why the bill is not being accepted by your electronic system though it notified me of acceptance providing a tracking number(s) and how I may go about getting it accepted permanently so is not to send me a failure attempt multiple weeks later. I hope to have this resolved in a timely manner. 
  

  I will also upload the communications with the Verizon agents showing their statements  that the Galaxy Zfold2 5g was in fact in there wearhouse and a picture of that phones information page so you can look forward it up again. Also the acknowledgment of mistakes made during the initial sign-up in regards to promotions expiring 2 days after sign-up that were not applied and later making it difficult to fix the mistakes because of the computer systems used. Lastly, upon your next response, please include your job title, and specify which company you work for, as it is unclear.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:10/04/2022

  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.

  I am wrting this on behalf of C******** ******, who is 89 and does not have access to the Internet.
  
  In March 2022 I was sent a letter to go to Verizon because I had to get an updated phone in order to keep my account and phone line (I have had a land line since 1955 and also have a basic cellphone). I went to the store to update my plan to the lowest option (my bill is usually around $60 per month). The sales associate, ******* S, told me I had to take a free tablet. I told him I didnt want a tablet or even know how to use it. I dont even have Internet at my house. He insisted that it was free and there were no strings attached and refused to NOT let me take it.
  
  As soon as I left the store, the charges started piling on and I went back in immedaitely after my first bill and tried to return the tablet. They said a lot of confusing things and I don't hear well but essentially said no, there was no way to return the tablet. I asked how to get it off of my bill and they said I could not. I continued to see charges added each month and paid them because I do not default on my bills. I visited the store 4 times before someone finally told me the only way to have the tablet removed with no more charges was to pay $215 to have it disconnected.
  
  In total, between March-September 2022, I paid over $700 for this tablet that I have never even turned on and never had conencted to the Internet (because I never had Internet). I truly feel this was elder abuse and I was taken advantage of by a sales associate who wanted to get comission for a tablet sale. I have trued going to the store as well as calling corporate and they seem to say nothing can be done since the tablet has now been removed and all of my bills were paid in full. I really hope something can be done to provide some kind of credit or refund or at the very least something so that this doesn't continue happening to people at that store.

  

  Business Response

  Date: 10/15/2022

  Hi *********,  
  

  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. We have tried to contact you and have not heard back, if you could please email me more information at ***************** 
  Thank you, 
  

  ****

  Customer Answer

  Date: 10/17/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response at this timee because: They have not provided any information on a resolution or tried to contact me so there has been no actual resolution proposed at this time. I have now provided them directly with all of the information, my direct email and phone number so hope to hear from someone soon who will be able to propose a solution. 
  
  
  
  Sincerely,
  
  
  
  ********* ****** *** ****** *******

  

  Business Response

  Date: 10/25/2022

  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 team has agreed to submit a credit in the amount of $675.80. Please if you have any questions, feel free to send an email to *****************  
  
  Thank you, 
  
  Amya  

  Customer Answer

  Date: 10/25/2022

  
  
  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,
  
  
  
  C******** ******

• Initial Complaint

  Date:10/04/2022

  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.

  On 09/29/2022 I went into the ******** California location. I spoke with the sales person *********** L, I asked him about fees and taxes before we started anything. He told me there was no activation fee right now and the only $336.34. When I asked him what the fees were for he told me they were for a set up and go fee. He charged me 29.99 per line. We transferred over five lines. I told him I wasn’t going to pay that because I asked about that before we started anything. He said that I never asked about a set up and go fee. I only asked about an activation fee. I told him that was the same thing. He had our phones and told me he would not give me the phones until we paid the $336.34. He also told me to call customer service and they could waive the fees for me. So I paid the fees on my credit card. I then spoke with customer service and they told me there is nothing they can do because the charge was made at the store and not on my bill. The representative *********** also lied to me about many things. He told me that my bill would be 140 a month after the discounts were applied. He told me to go home and download the app and I would be able to put my son’s military discount and my affordable connectivity plan on the account and the credits would apply immediately. That was also a lie. That affordable connectivity should’ve been applied at the location and I cannot apply my son’s military discount until he is added to the account. He also told us the phones were free, but they are not. We are being charged a small fee every month. He also never told us that we were signing a three-year contract. We are very disappointed in him, and he should not be misleading his customers to tell him what they want to hear so they will sign up. I feel like this was a complete bait and switch.

  

  Business Response

  Date: 10/07/2022

  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 working with a Verizon Account manager to get the activation fees credited back you. The guest relations team also refunded and applied a one-time credit to you Verizon Account in the amount of all 5 set up and go fees. Here is the reference number again for the applied credit 1*********.  Please if you have any questions, feel free to send an email to [email protected]  
  

  Thank you, 
  

  **** ******

  Customer Answer

  Date: 10/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because now I have three $35 activation fees on my first bill. I now also have three $35 device upgrade fees on my second bill and also my three $200 switch rebates are now being denied because the phone switch was done after the timeframe the rebates were offered. The sales representative *********** was charging us for phones we didn’t have. I went back to the store to get our account corrected. The wrong phones that were added to our account were returned and the correct phones were added to the account but now I have all these extra charges again. 
  
  
  
  Sincerely,
  
  
  
  ****** ***********

  

  Business Response

  Date: 10/07/2022

  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 working with a Verizon Account manager to get the activation fees credited back you. This has been explained to the guest by our leadership team.  The guest relations team also refunded and applied a one-time credit to you Verizon Account in the amount of all 5 set up and go fees. Here is the reference number again for the applied credit 1*********.  Please if you have any questions, feel free to send an email to [email protected]  
  
  Thank you, 
  
  **** ******

• Initial Complaint

  Date:10/02/2022

  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.

  My son went to the Victra Verizon Mobile store in ******* ***** MD on May 23, 2022 to upgrade his Apple iPhone, which didn't cost anything at the time. Afterward, the sales person suggest he purchase a case and accessories that totaled a little over $250. My son game the sales person his **** ** ******* Visa card, which was swiped two times, and both times the sales person said that it didn't go through. So my son gave him his debit card which did go through. Soon after we realized that all three swipes did go through, so my son contacted the store. They credited him back one of the charges on his Visa, but not the second. My son has since gone into the store numerous times to show him his statements on both his Visa and debit card, but as of October 1, 2022 they still have not credited him back the second charge. He has also called **** ** ******* numerous times, but they two have not helped him. Most recently the Verizon store said that they would refund him $150 since it has been so long, which is not acceptable. Can you please help look into this, neither Verizon or the bank are helping.
  
  Sincerely,
  ***** ******

  

  Business Response

  Date: 10/12/2022

  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: 10/12/2022

  
  
  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:09/29/2022

  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.

  They set me up with a deal on labor day, some kind of special. My monthly bill comes around this next month and Verizon is charging me all the fees I already paid in the store plus more, because I got a new device with this store special. When I called Verizon they said that my trade in was never sent, so they had to charge me the FULL AMOUNT. I already paid this, plus fees, and now im getting charged again. They said I just need to find my trade in phone and they will adjust the price. I call the store twice, no one answers for 30 mins. I have a job, so i cant sit on the phone when its not my lunch. So I go afterwork, and their business hours say they are open till 7pm. I get there before 6pm and no one is there and the door is locked. They basically stole from me and Verizon.

  

  Business Response

  Date: 10/03/2022

  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. They were unable to reach but did leave a voicemail. Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  ****

  Customer Answer

  Date: 10/03/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I was never left a message from this business to resolve my issues, and I never received a call. I still don’t have a status of my trade in phone and Verizon has not received it for my credit. As far as I’m aware the business has been holding my phone for the past 28 days. And I am still being charged twice 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 10/05/2022

  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. The trade-in  has been rectified and the credit has been applied to the customer's account. We tried contacting the customer, but we were unsuccessful. A voicemail was left notifying her of the update to her account. There was also an email sent to the guest, but leadership has yet to receive a response. Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  **** ******  

  Customer Answer

  Date: 10/05/2022

  
  
  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:09/28/2022

  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 went into the store to get a phone for my son. I was told the phone would be free since I was getting a new line because of a promotion they had. While in I asked how much would it be to get a new phone for my line. I was told my trade would be worth around 900 dollars and all I would have to pay would be taxes and around 100 more dollars for the phone. I said let's go ahead and do that. When I received my bill not only is my son's phone not free but my trade was only worth $439.92 according to Verizon. My son's phone is also $270 dollars not zero. The sales person also put insurance on every one of my lines without my knowledge and it was the premium insurance which gets expensive. The sales person also added a couple other little things onto my son's line that he doesn't need because he is 9. I have contacted them and the said it would be looked into and taken care of but it has been over a month and still nothing has been done. I have texted the contact I have multiple times and they said it would be taken care of but nothing. The owe me around $900 is my best guess. I was lied to and decieved then lied to again about it being taken care of.

  

  Business Response

  Date: 09/28/2022

  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:09/26/2022

  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.

  Bought an iPhone 13 pro max from Victra in ******* ca in oct 2021 as an upgrade from my iPhone 8. Victra activated the new phone on the wrong number I had them fix it that day. Well apparently they forgot to put the phone onto my number meanwhile I’ve been paying for said phone for 10 months now and using it. Two weeks ago my phone was stolen out of my car and apparently not covered under insurance because of victras mistake and they cannot fix it. Verizon said I’m responsible to pay for the stolen phone and can only get a new phone after that one is paid off.

  

  Business Response

  Date: 10/01/2022

  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. The issue was not caused by Victra but it's been approved to get the guest a new device. We had to get
  it from outside the area so we are just waiting on delivery.  Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  **** ******

  Customer Answer

  Date: 10/01/2022

  
  
  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.
  
  But it was absolutely victras fault for not listing the device on my account as an active device when they hooked it up. 
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:09/21/2022

  Type:Customer Service 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.

  Verizon Victra **** ********* **** ********* to pickup online order. The rep, ******* told me if I switched from personal to business I could add a new line and only pay $25 per month, per line. Didn't know he was lying to me. Waited in-store 10 hours - he used my passwords and worked between me and 3 other customers. I came back the next day(phones weren't on). ******* assured me he'd get the phones on and that the bill would be the same around $250 per mo. I called Verizon corp myself and told them about the long terrible process and wanted a confirmation of my new plan. I was told over I wasn't in a plan that I described. I was told my new bill would be almost $750 I raced back to the store and told the rep what I learned. He made a call (told me at the time it was corporate and business accts) - I later learned it was someone who worked along with the store. I asked or the DM info - **** ###-###-#### Spoke to her a few times and text. She promised to fix the acct. She even text saying "she was pulling in the acct mgr in on this" to help. This guy and I also spoke he told me ****e would get back. Nearly two weeks of back and forth then, nothing. I called verizon corp a couple of times while waiting the blocked the original rep ******* from touching my acct and told me the store put in an adjustment. I also had no access to my acct - ******* used my password to set up the bus. acct and corp couldn't override it. ****e told me she fix that and I'd see a lower bill. Well Oct 2022 I believe the bill was about $264. I was relieved, put the payment on auto-pay as instructed. I had less and less for food or gas. Audited my autopays and learned I pd verizon $455 since 11/2021 - furious. Reconnected w/ ****e (DM) 9/17/22 she called and said, oh I recall - thought this was done. I will connect today so you can give me permission to activate yur acct. I will correct this for you. Tried her twice - no reply. Left a message at Guest Relations for Area Mgr.

  

  Business Response

  Date: 09/24/2022

  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: 09/24/2022

  
  
  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.
  
  

  on yesterday I sent a request to withdraw this complaint   

  ******* the DM for Victra has contacted me and outline a satisfactory plan of action.  She was unaware that this matter was unresolved.  Last October/November ** was pulled in and he spoke with me regarding the errors.  
  

  ******* was very professional and I appreciate her time and efforts.  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******