Complaints

This profile includes complaints for Victra's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Victra has 1044 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Victra

  8510 Colonnade Center Dr STE 300 Raleigh, NC 27615-5861

  
• 

  Victra

  1998 William St Fredericksburg, VA 22401-5128

• 

  Victra

  1165 N Main St Marion, VA 24354-4121

• 

  VicTra

  22931 Sussex Hwy Seaford, DE 19973-5871

• 

  Victra

  465 Brandon Town Center Mall Brandon, FL 33511-4756

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:03/10/2025

  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.

  I lost my phone while in *******, **. We went to a ******* Authorized dealer located at *****************************************************************The sales person ******* B told us not to worry, that he would sell us a new phone ($1.210) and if we found the other phone, we could trade it in and get a credit of $800 at any Victra ******* location within 30 days. Based on what now is a fraudulent statement by *******, we purchased a new phone. Fortunately, our older phone was found and returned to us. We went to a Victra ******* location in ********, ** (********************, **) on March 9th, and were told we would only be given $195 credit vs the promised $800. We were told we had to deal with the original salesperson in ******* as he could submit paperwork to get the difference for us. Join trying to call the store directly we were routed to a central support number. When I insisted on speaking to the ******* store directly, I was being g transferred to the store, only for it to go back to the main menu. In a third attempt, I was placed on hold and then told they couldnt get through to the store. It is impossible to speak directly to the store to resolve the issue.We purchased the new phone solely based on the fraudulent statement by the sales person that we would receive $800 credit for the old phone once found. Neither Victra or ******* are resolving our issue and continue to give us the run around. We are very unhappy as very loyal ******* customers - if we knew the credit would have been $195 we would have went elsewhere and changed our service at the time to a different company and purchased our new phone elsewhere as the phone to be traded in cost $1100. SCAM!!!

  

  Business Response

  Date: 03/14/2025

  Hi *******,
  
  Thank you for reaching out to Victra! I wanted to inform you that our store leadership team has been actively working to resolve these concerns. They are committed to fully addressing all concerns and as soon as they have an update, they will reach out to you directly.
  
  In the meantime, if you have any questions or need further assistance, please feel free to contact us directly at ********************************** We truly appreciate your patience and understanding as we work diligently to ensure all concerns are addressed.
  
  Respectfully, 

  Victra Guest Experience Team 

  
  

• Initial Complaint

  Date:03/07/2025

  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.

  On December 1, 2024, I went to the Victra store, which is a ******* retailer. The purpose for my visit was to have a family members phone repaired. The employee who was assisting me, offered me a deal on new phones. I told him no, because I didnt want to pay for new phones and I like the current plan I had. Employee informed me that I would receive new phones, free of charge, and my new monthly bill will be at least $100 less going forward. I went ahead with the deal. Since that day, my bill has been higher that what was quoted. Also, I am being charged for the phones that I was told were free. After contacting the Manager of the store, I was informed that the deal I was told I would receive, was an error on their end, and the employee who offered me the deal was wrong. I am being told I have to now pay for the phones and be billed more per month than my previous contract. Ive tried to talk with corporate office and local dealer to figure out the issue but Im getting no where. I even offered to pay the higher monthly bill just so my phones do not get shut down. I now have over $1100 of non payment and am being told my phones will be shut off. I feel this is a classic Bait and Switch, and just want I be able to pay my monthly bill and move on.

  

  Business Response

  Date: 03/20/2025

  Hi ******,
  
  Thank you for contacting Victra! We truly appreciate your time and feedback. Our store leadership team has submitted a request to ******* to assist with the credits applied to your account. Since these charges are valid ******* charges, we will need to wait for ******* to provide an update.
  
  Once we hear back on the status of the credit request, we will be in touch to review it with you. If you have any questions or need further assistance, please feel free to contact us directly at ***********************************************************.
  
  We appreciate your patience and understanding as we work diligently to provide you with a resolution.
  
  Respectfully,
  
  Victra Guest Experience Team

  Customer Answer

  Date: 03/20/2025

   
  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:03/06/2025

  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.

  The employees at the **************** location made a mistake with my $1000 promotion. My bill was supposed to be around $134 but I haven't seen a regular bill. They credited my account $310 that I never seen reflected on my bill last month. I thought they were making up for not honoring the promotion but they made a mistake within their company and now my bill is $359 this month. The change in price was all over the promotion with the device and their incompetence.

  

  Business Response

  Date: 03/18/2025

  Hi ******,
  
  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. Upon further investigation, our team has verified that you were initially given a one-time trade-in market value credit of $310. This credit was applied to your two previous billing statements. For the first statement cycle date (Nov 21 - Dec 20), the one-time credit covered the entire $203.20 statement. The remaining $106.80 from the one-time credit rolled over to your next statement cycle date (Dec 21 - Jan 20), leaving a balance of $54.93 for you to pay.
  
  
  Additionally, a promotional correction was made to attach the $1000 trade-in credit to the line ending in #****. This credit is divided throughout the length of your device agreement and applied as a recurring credit towards your monthly device payment. According to ******** trade-in policy, you are not eligible to receive both a one-time trade-in market value credit and a recurring credit for your monthly device payment associated with the same trade-in device.
  
  
  Since the correction was made to apply the $1000 promotional credit, ******* has debited back the one-time $310 market value credit that was posted to your account back in January. If you have any further questions or concerns regarding the $310 market value debit, please contact ******* ************* at ************ for more detailed assistance.
  
  
  Thank you for your understanding. Please if you have any questions, feel free to send an email to **********************************
  
  Respectfully,
  
  
  Victra Guest Experience Team 

• Initial Complaint

  Date:03/03/2025

  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.

  I traded a iphone 13 for a promotion that was $800 dollars, they gave me a new phone and never gave me the money for my original phone. It's been so many months, I've been back to the store at least 5 times, I've been on the phone even more. There is no one who will resolve my issue, they keep telling me to go back to the store. I've had other people tell me the store did the same thing. There essentially stealing peoples phones because they refuse to give people credit for them and then the employees are making more money for the sale. I've been paying an additional $50 dollars a month on my phone since I bought it because of them not giving me the promotion.

  

  Business Response

  Date: 03/14/2025

  Hi *******,
  
  Thank you for reaching out to Victra! I wanted to inform you that our store leadership team has been actively working with our ******* partners to resolve these concerns. They are committed to fully addressing the concerns, and as soon as they have an update, they will reach out to you directly.
  
  In the meantime, if you have any questions or need further assistance, please feel free to contact us directly at ********************************** We truly appreciate your patience and understanding as we work diligently to ensure all concerns are addressed.
  
  Respectfully, 

  Victra Guest Experience Team

• Initial Complaint

  Date:03/03/2025

  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.

  On December 1, 2024, we went into this store to upgrade our phones. While we were in the store, we asked how much the difference would be in the bill to switch it over to business account. Our *** spoke with the manager and they said we could switch to business and even add the business wifi hub and our bill would be about the same as it was with our personal account. We spent about 5 hours in this store trying to get our phones set up and switched over to a business account. They didn't seem to know what they were doing. When we got our first bill, it was high and we contacted *****, the manager, and she broke down the charges, gave $100 off because of the hassle of being there 5 hours. She said there was a one time upgrade on the bill and the equipment charge and the bill will go down. In January, our bill was high but we were told it was residual from our personal accounts and the new business account. Now the bill is even higher. We called and they can't reduce the price to what they said it was going to be. They got us for $440 on December 1 for setup and accessories, when we didn't know we would be paying that. Now the bill is outrageous and we can't pay such a high bill. We were lied to. We would like this resolved by either A.) the bill being what we were told it would be and reimbursement for the overages. or B.) Pay us back all that we spent during this business account switchover and remove all of these charges and we will switch to another provider after 8 years with *******.

  

  Business Response

  Date: 03/06/2025

  Hi, 

  Thank you so much for reaching out to Victra! We genuinely appreciate your patience while we worked diligently to fully resolve this escalation. We were made aware by the store leadership; this issue has now been completely resolved.
  
  If there is anything else we can assist you with, please do not hesitate to contact us directly at ********************************** We are here to help and ensure you have the best experience possible.

  Respectfully, 

  Victra Guest Experience Team

  Customer Answer

  Date: 03/07/2025

   
  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:02/27/2025

  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.

  In September, we went to ***** (an authorized ******* Wireless dealer) at ********** in the ********** area. The salesman, *****, sold us on a ******* Business account as opposed to a ******* Wireless account. Since that day, we have been overcharged. It's taken about a dozen or more phone calls, 30 or more text messages, and many more hours of my time to try to get resolution. Constant runarounds and "I'll get back to you: by the salesman *****. I feel as though ***** was just hoping I grew tired of trying to recoup my money and would go away.Earlier this month, he sent a text with an explanation of the bill. I'm not totally satisfied this is accurate. But the real problem comes with the obvious overcharges. On January 3rd, I had ******* Wireless on the phone and they were going to refund me. ***** just happened to call on my other while this was going on and told them not to do it. He would get everything straightened out.Ultimately, I have been overcharged somewhere between $250 - $500 over the past several months (understanding a bill from ******* is almost impossible). I've called ******* Wireless, ******* Business, and ***** corporate without resolution. Either it's dead air when someone "answers" (as happened tonight twice with Vitra) or I somehow get disconnected (as happened with ******* several times). Vitra or ******* Wireless needs to call me to rectify this situation or I will be getting my attorney involved in addition to this BBB complaint. I'm filing the complaint with ***** because that's where I went to purchase the phones and where this whole debacle started. My experience here leads me to believe ***** is not a reputable business.

  

  Business Response

  Date: 03/07/2025

  Hi *******,
  
  Thank you so much for reaching out to Victra! We genuinely appreciate your patience while we worked diligently to fully resolve this escalation. We were made aware by the store leadership that this issue has now been completely resolved. If there is anything else we can assist you with, please do not hesitate to contact us directly at ***********************************************************. 
  
  We are here to help and ensure you have the best experience possible.
  
  Respectfully,
  Victra Guest Experience Team

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22995426
  
  I am rejecting this response because:

  The response here was solely just stating they were looking in to it  

  I spoke with them last week about how this can be rectified.  They were supposed to send me an emailing outlining what we discussed but I have yet to receive.  I do not know at this moment if they have credited me any of the money yet.  

  Until the above occurs, this complaint must stay open.

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

  

  Business Response

  Date: 03/17/2025

  Hi *******,
  
  Thank you for reaching out to Victra! We truly appreciate your patience and understanding during this time. The store leadership team has informed us that the resolution has been emailed to you, and they are working diligently to address and resolve all concerns you may have.
  
  Your satisfaction is important to us, and we want to ensure that everything is taken care of to your satisfaction. If there is anything else we can assist you with, please do not hesitate to reach out to us at ********************************** We are here to help and support you in any way we can.
  
  Respectfully,
  
  Victra Guest Experience Team
  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22995426
  
  I am rejecting this response because:

  Thank you for the reply.  I found their e-mails in my spam folder and have replied.  What is discussed will satisfy me.  However, I'm told this process for me to get the credits will take multiple weeks.  Until I receive the credits I'm owed, I will not be closing this complaint.  I'm sorry I have to handle it this way but 5 months of empty promises had gotten us to this point.  Once I receive these credits, I will gladly close this complaint as resolved.

  I have to reply to your response within a couple of days or else the BBB will automatically close this issue.  That's why I had to mark as "rejected" cause my only other option was "accepted".  The sooner you can push through those credits, the sooner we can have this issue resolved.

  I appreciate any assistance you may provide in expediting my credits.

  Thanks,
  
  ******* *******

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 22995426
  
  I am rejecting this response because:

  t's been 3 weeks and I still have no resolution.  Not only is there no resolution, my bill increased 61% from $232.04 to $364.60.

  
  

  I reached out to them on on 4/7 regarding this matter and ***** ******* replied 4/8:

  I will look and confirm what the increase was related to today.
  

  
  

  It's been a week and no reply.  This has been the issue for the past 7 months with them.  They do not get back to me and seem to have no desire to ever resolve the situation.  This business is not reputable.  Please re-open my case.  My next step is to get an attorney involved.

  
  

  Thanks,

  
  

  Bill

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

  

  Business Response

  Date: 04/18/2025

  Hi *******,
  
  Thank you so much for reaching out to Victra! We genuinely appreciate your patience while we worked diligently to fully resolve this escalation. We were made aware by the store leadership that this issue has now been completely resolved. If there is anything else we can assist you with, please do not hesitate to contact us directly at ***********************************************************. 
  
  We are here to help and ensure you have the best experience possible.
  
  Respectfully,
  Victra Guest Experience Team

  Customer Answer

  Date: 04/22/2025

  Although I am considering this case closed, it is not without utter dissatisfaction with all that occurred. Victra wasted many hours of my time the past 7 months with repeated phone calls, text messages, escalations, reporting to the BBB, and possible legal actions.  This should not have taken so much of my time or the severity of actions I needed to take in order to make any progress whatsoever around this situation.

  When I spoke with Victra over a month ago, ****** was empathetic to how painful this process has been for me and how patient I have been.  He said Victra would offer some sort of compensation for all my time and hassle.  That did not occur and ***** (who was on the call when ****** mentioned it) had no desire to see that through when I spoke with him the other day. As it seemed the entire 7 months, Victra was just hoping I would go away.

  Victra had many opportunities to take a bad situation and turn it into a positive.  Instead, they failed at every turn.  I can not express enough how dissatisfied I am with your company.

• Initial Complaint

  Date:02/24/2025

  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 July 11, 2024, I went in to the Verizon/Victra store at ********************************* *******, NC *****. I went in to inquire about upgrading my phone, or trading my old phone in, as my old (then, current) phone was on the blink. I was told that my old phone was not eligible to trade in, but that I was eligible for an upgrade to a brand new iPhone 15 at half off. The exact figure I was quoted (for the option I went with) is as follows:Basic iPhone 15, 128gb, $10.28/month for a TOTAL price of $370.08. The employee who worked with me was ***** *********. He got the advice of the store manager, *****, several times to ensure that he was selling me correct figures. When I received the first months bill, I saw that the FULL price of the phone (over $800) was shown on the bill and there was no promo added. Because I had just had a baby on July 16th, I opted to call instead of go into the store. The manager told me he would take care of it. The following month, the same numbers were reflected in the bill. I have gone into the Verizon/Victra store numerous times since, trying to get them to fix this! The employee who sold me the phone no longer works there, but the manager tells me every month that he is taking care of the issue and they customer service is working with him to adjust the promo. This has now been over SEVEN MONTHS and the problem is still not fixed! I would not have bought this phone at full price.I was able to get in touch with Victra headquarters, who, again have been telling me they are working to resolve the issue, but the issue has still not be resolved. I have been communicating with customer care directly (not going through the local store manager) now for over a month. The newest claim, is that they will issue me a check which will take 4-6 weeks to write and mail out. This is absolutely absurd and unacceptable. As it stands, I was sold the phone FRAUDULENTLY.

  

  Business Response

  Date: 03/07/2025

  Hi *******,
  
  Thank you for reaching out to us through the BBB. We sincerely apologize for any inconvenience this situation may have caused you. We genuinely appreciate you bringing your concerns to our attention.
  
  Unfortunately, we are unable to continue any further discussion regarding the details of the ******* account due to Verizons policy, which allows us to only speak to the account owner or an authorized user. The store leadership team did attempt to connect with the account owner but was unsuccessful.
  
  Please feel free to send an email to ********************************* or give us a call at ************. Were here to help!
  
  Respectfully,
  
  Victra Guest Experience Team

• Initial Complaint

  Date:02/19/2025

  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.

  The warranty for the item number CAPRPG006314 Simple Unmiversal Liquid Glass w/$200 warranty is not being honored by the product company as it was never registered per their requirement. This information was never give to me and does not appear anywhere on my receipt or on the product packaging or documentation.

  

  Business Response

  Date: 03/04/2025

  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 Screen Protector ($72.18). Here is the reference number for the applied credit (1969378267).  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: 03/04/2025

   
  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:02/18/2025

  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.

  I purchased a ******* Galaxy S25 ultra. The person who helped me (*****) from the ******* (Victra??) store in ***************** helped me. She said I could trade in my old phone for $1000 off of the new phone. She also told me about a special they were having where I could get a Galaxy watch 7 for $10. She said my new phone came with a phone case. "Let's go pick it out!" What she didn't tell me is that it doesn't "come" with a case! She made it sound like the case was free. She then proceeded to pile up two chargers, two cables, and a screen protector on the counter, along with my phone case. When she added up my bill it was $369.00 higher than it should've been. I asked why it was so high. She said, "That's what you're purchasing." I said I'm only buying the phone and the watch. $300 for the phone and $10 for the watch." She NEVER mentioned that all the stuff EXTRA $369.00. I told her I didn't want any of the "free" accessories. When she got my receipt ready, the phone was $24, not $10. Then I noticed that there was a set-up fee for both the phone and the watch. She DID NOT tell me there was a charge for setting up the phone. She DID NOT tell me there was a charge for setting up the watch. She left out very important information on all the costs incurred upon buying this phone. There is another $10 charge for both the phone and the watch for a "remaining balance" amount and another charge for device payments of $36.11 and $10.39. I want to report this store for their business practices. This should be illegal! They are scamming people out of their money. They should be transparent instead of leaving out the hidden costs. The integrity of this store should be investigated. I would like a refund for the set up fees of $29.99 and $39.99, the two $10 charges for remain balance, the extra $14 for the watch and the device payments of $36.11 and $10.39 refunded for a total of $150.48

  

  Business Response

  Date: 02/21/2025

  Hi ****,
  
  Thank you so much for reaching out to Victra! We truly appreciate your patience while we worked diligently to resolve this matter. I am pleased to inform you that we have successfully refunded the Set Up and Go fees, as well as the Remaining Device Balance fees. The amount for these fees has been posted to your ******* account as a one-time credit. Additionally, we have sent an email with a reference number to your personal email for your records.
  
  We sincerely apologize for any inconvenience this may have caused. If there is anything else we can assist you with, please do not hesitate to reach out to us directly at ************************************ are to help! 

  Respectfully, 

  Victra Guest Experience Team

• Initial Complaint

  Date:02/17/2025

  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.

  I went to ******** store in ******* Delaware and upgraded and added a line to my account. My MIL returned the old phone but promotion was never applied. In December we had two more phones upgraded and inquired about the promotion that was never applied and I was told a ticket was put in. When upgrading the two phones promotional gifts were given free but when looking at bill it was going to increase my bill so I returned them but the store would not apply the credit. After numerous visits and calls to ******* I still have not got this resolved and my bill is inflated because of their lack of cooperating with ******* and me as the consumer. They could not prove to me the items returned were shipped back to the warehouse. At one visit I had the ******* *** on the phone and had them talk to the clerk. They started disputing over who applies the credit. This store is mis***resenting ******* and has caused a complete wreck of my cell phone bill. ******* has done all they can do but because its a third party store they are limited to what they can apply. The manager is never available and is not available to contact by phone. They do a fast paced sales pitch and misinform customers that their bill will only go up a few dollars when in fact my bill went up over$100/month.

  

  Business Response

  Date: 02/25/2025

   Dear *******,
  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further investigation, our team has determined the following:
  On 12/18/2024, an upgrade was made for two phone lines (#**** and #****), and three new connected devices/lines (two watches and an iPad) were added.
  

  After speaking with ********************* on 12/21/2024, the lines associated with the watches and iPad were disconnected. ************* then advised that these devices be returned via the return label and box.
  Force buyout charges occur when a device agreement is terminated early, often due to the disconnection of the associated lines. In your case, the lines linked to the watches and iPad were disconnected first, which triggered the force buyout charges on your previous billing statement, causing the increase.
  

  The three devices were returned to Victras DE-Newark location on 1/2/2025. Following this, ******* reinstated the device agreements associated with these lines to process the return correctly within their system.
  ******* has also confirmed that a promotional correction form was completed to attach the $1000 promotional credit to the line ending in #****. Additionally, they have reattached the promotional credit to line #**** and provided a one-time bill credit for all five activation fees.
  
  Please if you have any questions, feel free to send an email to ********************************** were here to help!
  

  Respectfully,
  

  Victra Guest Experience Team