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

  1447 Armory Dr Franklin, VA 23851-2451

• 

  VicTra

  22931 Sussex Hwy Seaford, DE 19973-5871

• 

  Victra

  551 N Madison Rd Orange, VA 22960-1087

• 

  Victra

  345 N Main St Manville, NJ 08835-1346

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:04/23/2025

  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 April 19, 2025, I went into a ******* store to purchase a new phone since mine was damaged. I was assisted by the first representative who explained if I traded in my damaged phone I would get a $1000 credit. I asked how much my bill would be and how much the upfront cost would be as well at the cost of the phone. He explained that the phone was $1200, my upfront cost would be $107 and the remaining balance would be added to my first bill then the bill would go back to the same amount. I agreed, gave my phone to another representative, and paid $107. Today, April 22nd I tried calling my kids but the call wouldnt go through, it was as if their phones were disconnected. I called ******* to see what was the issue and I was informed because I changed plans, it disconnected my childrens lines. I explained that I never changed plans, only traded in a phone for a new one, she explained that I also received a new plan during the process and my new plan was now going to be $107 as opposed to $82. I asked her to please change it back to the original plan and she said in doing so I would lose the promotion. I told her that I should be able to have the new plan at the same rate since it was fraudulently added and they took my phone and she hung up on me. I think its fair that I either get the new plan honored at the price I had or they change the plan back and waive the promotion.

  

  Business Response

  Date: 05/06/2025

  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 ********************************** We are here to help!
  
  Thank you, 
  
  Victra Guest Experience Team 
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23239374
  
  I am rejecting this response because:
  
  I filed a complaint form with your corporate office and the only response I received was that it would take 7 days to hear from someone, which I have not.  What method of contacting me have you used? 
  

  Ill send an email to that address, but, I do not want to speak to anyone directly from the store. I requested to speak with someone at a corporate level to solve my issue.  Thank you.

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

  

  Business Response

  Date: 05/12/2025

  Hi ******,

   

  I hope this message finds you well. I wanted to follow up on the concerns you've shared with us. Our team, along with the field leadership, has been trying to reach out to you for further information and clarification regarding the matter.

   

  Regarding your purchase on April 19, 2025, I am pleased to inform you that ******* has been able to assist in ensuring that your telephone line ending in #**** remains on the same grandfathered plan. Additionally, you are still eligible to receive the $1000 trade-in promotional credit. If you have any questions or need further assistance, please feel free to send an email to *****************************************************************************************************************************************. We are here to help!

   

  Respectfully,

   

  Victra Guest Experience Team

  Customer Answer

  Date: 05/12/2025

   
  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.
  

  As long as during the remaining time as a customer with ******* my grandfathered plan remains and Im not charged any additional fees, otherwise I will reopen my case.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/17/2025

  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 9/22/24 I STARTED CELL PHONE SERVICE WITH VICTRA/*******. ON 10/14/24 I GOT NEW SERVICE WITH ANOTHER PROVIDER. I PORTED MY NUMBERS OVER AS TOLD TO DO BY THE ******* **** WHEN I WENT TO CANCEL SERVICE WITH VICTRA/******* THEY SAID BECAUSE I PORTED MY NUMBERS OVER I WOULD HAVE TO WAIT FOR A REFUND ONCE THE PHONES WERE RECEIVED AT THE WAREWHOUS. I SPOKE WITH SOMEONE AT ******* EVERYMONTH NEVER GETTING A CONFIRMATIO OF WHEN I COULD EXPECT A CREDIT. I SPOKE TO 2 DIFFERENT **** THAT SAID THEY COULD SEE THE PHONE HAD BEEN RECIEVED BY THE TRACKING NUMBER I GAVE THEM, STILL NOT ABLE TO GIVE ME A TIMEFRAME OF WHEN I COULD EXPECT A CREDIT. NOW IT IS APRIL AND THEY SENT MY ACCOUNT WHICH SHOULD BE CLOSED TO COLLECTIONS. I AM LIVID! NOW IM FILING DISPUTES ALL OVER THE PLACE TO GET THIS REMOVED FROM MY IMPECCABLE CREDIT HISTORY THAT IVE WORKED VERY DILIGENTLY ON. VICTRA IS A THIRD PARTY WITH ******* THEY ARE ALWAYS CONTRADICTING WHAT THE OTHER SAYS. WORST EXPERIENCE EVER. I AM CALLING AM ATTORNEY NOT SURE IF THEY CAN DO ANYTHING OR IF ITS WORTH IT. WE'LL SEE. I DO NOT RECOMMEND TO ANYBODY.

  

  Business Response

  Date: 04/30/2025

  Dear ****,
  I hope this message finds you well. I wanted to provide you with a quick update regarding the issue we are currently addressing. While we are diligently working to resolve it as swiftly as possible, it is taking a bit longer than initially anticipated. Weve reached out to our ******* partners for additional assistance regarding the returned equipment. I kindly ask for your patience and understanding as we strive to deliver an appropriate response and *************** assured, we are fully committed to resolving the matter and will keep you informed of any progress. Thank you for your continued support and cooperation.
  If you have any questions during this time, please do not hesitate to reach out by emailing ********************************** We are here to help!
  Respectfully,  
  Victra Guest Experience Team
  

• Initial Complaint

  Date:04/15/2025

  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.

  My husband and I went to update my ******* Galaxy cell phone on4/7/25. I updated mine and my husband bought a new phone. The manager, *****, explained to us that if we bought those new phones, we were given the wrist watch for only $5 ***** did not give me a receipt that night. Next week, on 4/14, I went to the store to get my receipt. The wrist watches were not $5. My husband wrist watch was $281, mine $374.

  

  Business Response

  Date: 04/25/2025

  Hi *********,
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After conducting further research, we have confirmed the details of the promotional credits for your Galaxy watches.
  The Galaxy watch 7, associated with the line ending in #****,was quoted a $170 Buy More Save More promotional credit. This credit is indeed being applied to this line. Similarly, the Galaxy watch FE, linked to the line ending in #****, was quoted a $250 Buy More Save More promotional credit, which is also being applied correctly.
  These promotional credits are distributed throughout the duration of each line's device agreement with ******* and are applied as recurring credits towards the monthly device payments. Below is a breakdown of each line's monthly device payment after the promotional credit has been factored in:
  Line #****: Monthly device payment: $10.38 - $4.72 promotional credit = $5.66 new monthly device payment while the promotion is attached.
  Line #****: Monthly device payment: $7.80 - $6.94 promotional credit = $0.86 new monthly device payment while the promotion is attached.
  If you have any questions or need further assistance, please feel free to email us at ********************************** We are here to help!
  Thank you, 
  Victra Guest Experience Team  

• Initial Complaint

  Date:04/10/2025

  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 bought a 9th generation ipad at the ******* Victra store in ******, ** on 5/29/2024. I also bought other services at the same time. Since the price of the ipad was such a good price (under $100) I decided to buy the ipad. I did not receive an itemized bill. I paid total bill using my debit card. I tried to return the ipad soon after I bought because I regretted my decision to buy. But the vendor would not accept the return. ******* Corporate will not let me return the ipad. I have never used the ipad. It is still in its original package.Complaint: According to ******* customer service, the vendor charged me $1 for the ipad and $11.90 per month, until I paid the total amount of $637.21 for the ipad. I did not agree to this. I already paid in full for the ipad according to our oral agreement on 5/29/2024. Since I haven't paid their bill of $637.21, now they think I should pay them $726.11 as of April, 2025.I have all my billing information from *******, which is quite confusing. I don't know how to attach the billing information. I will be happy to send these documents by mail if needed.

  

  Business Response

  Date: 04/23/2025

  Hi *******,  
  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I wanted to provide you with a quick update regarding the issue we are currently addressing. While we are diligently working to resolve it as swiftly as possible, it is taking a bit longer than initially anticipated due to the telephone line being disconnected back on January 29th. Rest assured, we are committed to resolving the matter and will keep you informed of any progress.
  
  Thank you for your continued support and cooperation.
  
  Thank you,
  
  Victra Guest Experience Team

• Initial Complaint

  Date:04/09/2025

  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.

  Domineke D told me I was paying activation fees and sales taxes when I bought 4 phones with him for $500. That was a lie. Later I noticed they were actually set up and go fees. 1) He never disclosed these fees ahead of time 2) He didnt set up any of the phones. When I came back to the store to confront him he claimed he waived the activation fees to make up for it. Now Ive learned thats another lie. Im still getting charged by ******* on my next bill for $160 for activation fees. Liars crooks and scam artists work here. Go anywhere else. Just took another look at the receipt and noticed another scam charge $10 per phone Remaining Phone Balance . $200 in scam charges in total.

  

  Business Response

  Date: 04/10/2025

  Dear ****,
  Were sorry to hear about your unpleasant experience at a Victra location! We have researched the transaction and have posted a one-time credit to your ******* account for the amount of the Set Up and Go fees and Remaining Phone Balance fees ($199.96). Here is the reference number for the applied credits (********** & 1971259639).  We apologize for any inconvenience this may have caused and do hope youll return to one of the many Victra locations. If we can be of any further assistance,please contact us via email at ***********************************************************.  
  Respectfully,
  Victra Guest Experience Team

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/08/2025

  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.

  Purchased 3 phones on 4/5/25. I also purchased internet gateway. I purchased 2 phone covers and was charged for 3. I was told there would be support to hook up. Non existent. I was told there would be a free wifi extender but that was a lie They want ****** for one. I tried to call store but no one ever answers the phone

  

  Business Response

  Date: 04/11/2025

  Hi ******, 

  Thank you for contacting Victra. We appreciate your patience while we addressed your concerns. The store leadership has informed us that you will be visiting the location, and they will ensure this is fully resolved.

  If you need further assistance, please contact us directly at ********************************** We're here to help and ensure you have the best possible experience with us.
  

  Respectfully,
  Victra Guest Experience Team

• Initial Complaint

  Date:04/08/2025

  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 8th, 2025, I went into a ******* wireless authorized retailer to open my business account. Upon approval I told the *** I would like 4 lines for two ipad 12s 1 TB and two iphone 16 pro max. The *** tells me he doesn't have those devices in store, but he could run to the the *********** location to get them. I had told him that I could just order them online and have them shipped to me. He then said if he closed it now it would freeze/lock my application. He also stated in order to start the account he had to put Ipad 10th gen onto each line. Once he gets the actual devices I want then he would exchange them out. So, he proceeds, I then pay the taxes on the four devices. Initially I was going to leave the devices since he was just going to swap them out, but I was getting shady vibes. I never received a phone call. The next morning, I went back into the store to return the devices and cancel the account. Before leaving the store, the manger makes a remark saying "leave the account open". At that time I did not know he was referring to my account that I had just asked him to close. I then go to a corporate *******. Once there, I was told that my account was frozen. was told to give it up to 48 hours, it could be from the return and cancellation I just did. I was told that she couldn't give me a reason, she just sees that it was flagged and I'm not able to open a business account with *******. Today April 7TH I open an email saying that I owe ******* $400 for service dating back in Feb. Blew my mind because the last thing I was told was that I was not able to have a business account. I received my refund from the return on Feb 12th. Not only is this negatively affecting my business credit, Its also affecting my actual business. Along with this complaint, a police ***ort has been filed against the location.

  

  Business Response

  Date: 04/21/2025

  Hi Khadeeja,  
  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 ********************************** We are here to help!
  Thank you, 
  Victra Guest Experience Team 

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23172683
  
  I am rejecting this response because: the manager from the store has never contacted me. Ive called ******* over the weekend. From this point since I can not get a resolution through ******* I will be reaching out to our attorney to assist with the issue. A police report has been filed with the city of **************** against the store 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/22/2025

  Hi Khadeeja,  
  
  
  Thank you for reaching back to us through the BBB, I apologize for any inconvenience this may have caused. I was made aware by the store management that this was resolved, and they contacted you and a conversation was had yesterday 4/21/2025 at 1pm.Please if you have any questions, feel free to send an email to ***********************************************************. We are here to help!
  
  
  Thank you, 
  
  
  Victra Guest Experience Team 

• Initial Complaint

  Date:04/02/2025

  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 went into the ***********, AL store at 10am on 4/2/2025 to pick up a phone I had ordered online. The guy that was working was on the phone and as soon as I walked in looked at me as if I was inconveniencing him. Then as he supposed to be helping me he answers his phone again to tell someone he needs to call them back. There was zero customer service put forward by this guy. I asked about the trade in I had submitted with ******* and he proceeds to say that's through ******* and how I should've come to the store cause "you just gave someone in ********* $1.50". First, how I choose to upgrade my phone is none of his business. Second, he could've just been polite about it.Finally, throughout the entire interaction it felt hostile and very comfortable. Almost like I was putting him out being there.

  

  Business Response

  Date: 04/03/2025

  Dear *****,
  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused and sorry to hear about your unpleasant experience. I have notified the appropriate team so they can coach, develop,and eliminate the behavior you experienced. Please do not hesitate to email us at ********************************* if you have any questions, we are here to help!
  
  Respectfully, 
  
  Victra Guest Experience Team 

  Customer Answer

  Date: 04/03/2025

   
  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:03/31/2025

  Type:Sales and Advertising 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.

  March 1, 2025, Sales Person was ******** *. He lied about what he was promoting and the cost of the items. I was erroneously overcharged and had charges on the invoice for items I did not approve. Told me items were free due to promotion and then was charged for them.

  

  Business Response

  Date: 04/09/2025

  Hi ******, 

  Thank you for contacting Victra! Our store leadership team has informed us that they have been in contact with you and will set an appointment at your convenience for next week. If you need any further assistance, please reach out to us directly at ***********************************************************.
  

  Respectfully, 

  Victra Guest Experience Team 

• Initial Complaint

  Date:03/28/2025

  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.

  My wife purchased new phones for our family. They charged us twice for brand new phones. They were made aware that day our account was debited twice. ****** claimed the charge would fall off a midnight which it did not. She messaged and called all day and he never responded. She went up there before they closed (Clio) and he claimed he was busy and stated the charge was pending which is a crock being that a debit transaction is taken instantly. She asked for a refund and he claimed it couldn't be done and that we now have to contact corporate despite this place taking $2200 from our bank. I emailed Mr. **** multiple times and he will not respond. This does constitute theft and we will treat it as such if our money isn't returned.

  

  Business Response

  Date: 04/07/2025

  Hi ******,  
  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. Our billing department has thoroughly reviewed the concerns youve brought to our attention and confirmed that the second transaction from March 26th, amounting to $1,100.00, has been successfully reversed and voided on Victras end. Please note that it may take 7-10 business days, depending on your financial institution, for the charges to be reflected back in your bank account. If you have any questions, please do not hesitate to send an email to ************************************ are here to help!
  
  Respectfully,
  
  Victra Guest Experience 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23126103
  
  I am rejecting this response because:

  It took 3 weeks and me writing the BBB complaint before this company did anything. I sent 3 emails to their employee with zero response after he took my money. For anyone reading this, please take notes before doing business with their facility. And be forewarned, Victra is not advertised on their outside display, they fool you by appearing to be a direct ******* outlet...This cost me excess time, money and stress...We went to the store multiple times yet because you "Eventually" returned my money you think this is acceptable? This is disturbing you people think you can just reply and return money as it benefits you. You can pay my next phone bill for the ignorance displayed by your staff and upper level management.