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

  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:02/14/2025

  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.

  On Jan 5th I went to store for upgrade. Told by *** ********** i could have new iPhone 16 for just taxes. I asked - no upgrade fee, no cost. He said yes. I paid off old phone $86 and received new one - see receipt. After week my **** said $35 upgrade and 2.90 a month. For 36 months. I called ********* they said no notes to take off charges. I went to *** he reput in tickets - gave me numbers (ticket # *******, *******, and *******. After week no change although *** said charges were approved to be taken off. Called ******* again. Spoke to 3 people. They said *** gave me the wrong plan. If i wanted 2.90 off i had to upgrade. (Bait and switch I thought). Went bad to ***, he insisted he was right. Gave me card to call him on cell. After week no change. Tried to call no answer - no reply. Called *******. That was Feb third. Person said both request were approved - waiting for supervisor to confirm. This week **** did not confirm changes. Called *** - no answer - left message requesting call. No callback. Called ******* Feb 10th/11th. Spent 4 hours with three people. Got the $35 off but they said the 2.90 was now rejected. Spoke to two other people. They wanted me to upgrade and said my $61 **** wasnt that big. I asked for manager. Got put on hold. Obvious that mgr didnt want to speak as supervisor kept cutting in sayin it wont help. Asked if i had receipt in plan - i said in file Id get it. *** said Ill call back. He never did. Knew he wouldnt. Called *** no answer (he gave me personal cell.). I should not pay the 2.90 a month and should be reimbursed for the 2.90 this month. They tried to trivialize amount. Its the integrity of the issue. Had ******* for 12 years (internet and phone). No problems. They insinuated store would have to make it right. **** says device payment plan 0.00. Two weeks ago they said it was approved.

  

  Business Response

  Date: 02/14/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business Response

  Date: 02/14/2025

  Cellular Sales was able to reach out to the customer and determined this was not a Cellular Sales related issue and directed the customer to ********************** for further assistance. Cellular Sales considers this matter closed. If you have any questions, please contact ******************************* at **************.

  

  Business Response

  Date: 02/21/2025

  Hi ****, 

  Thank you so much for reaching out to Victra! We wanted to let you know that the store leadership has informed us that this concern has been fully resolved. We greatly appreciate your time and patience while they diligently worked to address and resolve the matter.
  
  We sincerely apologize for any inconvenience this may have caused you. If there is anything else we can assist you with, please do not hesitate to reach out to us directly at ********************************** Your satisfaction is our top priority, and we are here to help with anything you need.

  Respectfully, 

  Victra Guest Experience Team

• Initial Complaint

  Date:02/14/2025

  Type:Order 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 ****************** location January 28th, 2025, for a new phone. The service person **** informed me that my plan was outdated & a better option was available at a lower cost. I specifically asked if I would have all the options I currently have. **** replied "yes, only the price would change & I would still have all the same options/perks as well as improved service". As soon as I returned home however, I was greeted by an angry family as all our streaming perks were no longer available. I called support to have it changed back only to find out they could not revert me back to my previous plan & that the sales person "forgot" to mention that but they could add those streaming perks... At the normal price offered. So in the end, because of **** I lost the plan I was happy with, with the perks at no additional cost & now have a plan that actually so far, has slightly worse coverage, & now have to pay for the streaming perks I had for free before dealing with ****. I have been a ******* customer since 2010, been all over the nation during my time in the military & have NEVER had a bad experience with ******* sales persons until yesterday at this location. Don't go to this location. If you do, don't trust ****. **** lies to you so they can claim bonuses for changing your plan. I wish there was a "0 star" option because this wasn't a mistake. This was a deliberate lie.I recently discovered that **** also changed the insurance plan on every line on our family plan after I specifically said 1) I was not interested in the Home device insurance & 2) DO NOT change anything on anyone else's lines. I only authorized the one change on my line only. She made the changes anyway. I noticed on ****** reviews that this salesperson **** has multiple bad reviews. So obviously no corrective actions have been taken to address her constant lies. As of yet the only actions the business has done has offered a email to contact for additional details.

  

  Business Response

  Date: 02/14/2025

  After reviewing the information the customer provided it appears this is not a Cellular Sales related concern and we cannot locate the customer in our systems. The store located on ******************************************** is a Victra retailer. If the customer would like further assistance they can reach out to Victra at **************.

  

  Business Response

  Date: 02/25/2025

  Hi ****, 

  Thank you so much for reaching out to Victra! We truly appreciate your patience as we worked to address your concern. Our store leadership team has confirmed that the issue has been fully resolved. Should you need any further assistance or have additional questions, please don't hesitate to get in touch with us directly at ********************************** We are always here to help and ensure you have the best experience possible.
  

  Respectfully, 

  Victra Guest Experience Team

• Initial Complaint

  Date:02/12/2025

  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 Friday feb 7th I went into this location to open a business account. After starting the process and getting approved, I told the store manager I was looking for 2 iPad 13 1TB. The manager stated that he did not have the specific device, but the brecksville location did. He said he would need to get the account started then he would exchange them Out for the devices I wanted after picking them up from the other location. So he proceeded to add lines for 4 iPad 10s stating that he had to do that first or my account would be on hold. I paid the taxes for the devices. The man ever said he was heading to the other store and he would call me when he returned. I never received that call. The next morning Saturday feb 8th I returned to the store and stated I wanted to return the items because of the lack of customer service and I was not given what I came into the store to originally purchase. Before the return took place the ***** opened a 5th line. At that point I asked for him to cancel everything and Ill just go to a corporate store. Ever since that day my account has been on hold. I cant get any sufficient help from customer Service and I have yet to receive my $330 dollars from the original return. My bank says there is no pending transaction for a refund. Im reaching out to get a resolution with my issue. This isnt what I was expecting as a new ******* business customer

  

  Business Response

  Date: 02/24/2025

  Dear ******, 
  

  Thank you so much for reaching out to Victra! We truly appreciate your time and feedback as we strive to enhance the experience for all our guests. We're eager to assist you further and address your concerns.
  Unfortunately, we couldn't find a customer record in our database that matches the information you provided. We've left you a voicemail to gather more details so we can better assist you. Please feel free to call us back at ************ or email us at ***********************************************************. We're here to help!
  

  Respectfully,
  
  Victra Guest Experience Team 

• Initial Complaint

  Date:02/12/2025

  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 sunday 02/09/2025 i visited a Victra ******* retailer store W569001 at ****************************************** in ******* AZ ***** we visited the store to purchase a new line with new device. i requested the Galaxy 25 ultra. the salesman ***** L advised this phone comes with a screen protector, a charging block and a case INCLUDED. i said i didnt want them and he said they come with it i needed to pick out a case and he would grab the charger and screen protector. i ignored him so a 3rd time he told me to grab a case or any other accessory but it was included with the device. so i grabbed a case. he told me it would be about 200 dollars for taxes as the phone is expensive this seemed odd but i didnt do the math in my head so just went with it. next i was told i had to pay 40 dollar set up fee but the activation fee would be waved and it was not. after paying i asked for a receipt and was advised he had to email it. we agreed but the invoice from the purchase was never emailed. from a text message for a survey i was able to view the invoice and see that i was charged for the "included accessories" about 130 dollars. when i went to return the accessories he would not return them he said the screen protector is not returnable. while in the store other salesman also argued the fraudulent sales tactic used is acceptable so seems to be more wide spread than just one individual.

  

  Business Response

  Date: 02/20/2025

  Dear Enmi,
  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 accessories ($175.89). Here is the reference number for the applied credit (1969327645). 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

• Initial Complaint

  Date:02/11/2025

  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 Feb 4th, we went to the store located at **************************************** and received misinformation and false advertising!We tried to trade in 2 device to get 2 iPhone 16 pro max 512G and transfer our service to ******* on that day, the salesman who called *** served us. At the beginning he said there is a plan cost $80/mo but if we have business, it can cost $50/mo per line with 2 lines and $40 internet as a bundle price. The router and the internet can be cancel in anytime for free, but the plan $50/mo per line will be change. He asked for the setup fees which we know how to setup the phone. He forced us to pay the accessories in store in order to give us $600 credit for the monthly payments. Once he take the phone out of the case, he put the screen protector on the phone without asking if we wanna put it on. After we went home, I tried to talk to the agent on the ******* Website, they told me there is no such bundle price, we do not need the internet. Also I have been told the router cancel after 30 days but within 36 months will be charge for $399.99 for the remaining balance on the equipment which is different answer by ***. And I saw on the website that we do not need to buy any accessories in order to get the credit in billing cycle as a new customer. On 5th, we went back to the store and tried to asked *** about the router, he still said the router is free to cancel anytime. On 6th, we supposed to go pick up the router, but we decided to cancel the whole order and returned everything. At that time, they are not going to return the restocking fee, setup fee, and the screen protector fee, all of this is because the salesman *** is lied about the offer and did not explain it very well! And now they made me paid the order with the false information! *** said was cancel two phone lines on 6th, but I still receiving the bill on Feb 10.

  

  Business Response

  Date: 02/19/2025

  Hi Zipeng,
  

  Thank you for reaching out to us through the BBB. I apologize for any inconvenience this may have caused. I was informed by the store management that they have contacted you and you were able to return to our CA-*************** location for further assistance with resolving the concerns you brought to our attention.
  If you have any questions, please feel free to send an email to ********************************** We're here to help!
  

  Respectfully,
  

  Victra Guest Experience Team

• Initial Complaint

  Date:02/07/2025

  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 February 7, 2025 a gentleman called me from this company's phone number, ************** attempting to get my personal information for my ******* account. He abruptly hung up when I told him I would not provide it over the phone.

  

  Business Response

  Date: 02/10/2025

  Dear *******,
  

  Thank you for reaching out to us through the BBB and bringing this matter to our attention. The appropriate team has been notified and will investigate further.
  If you have any questions, please feel free to email us at ***********************************************************.
  

  Respectfully,
  

  Victra Guest Experience Team

• Initial Complaint

  Date:02/05/2025

  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.

  See attached

  

  Business Response

  Date: 02/17/2025

  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. I kindly ask for your patience and understanding as we strive to deliver an appropriate response and resolution. Rest 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 further questions, please dont hesitate to email ***********************************************************.
  Respectfully,  
  Victra Guest Experience Team

• Initial Complaint

  Date:01/28/2025

  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 October 25th my family entered the ******* store at 4028 *** Rd. *************************** and was told three phones were eligible for $1,000 trade in credit. We started the process, and they have not completed what was agreed. Two I phones were credited $730 and the ******* Z Fold was not given any credit. They have fraudulently taken my wife's original ******* phone without giving the credit they promised. They also had me pay the taxes on the credit for each phone which has to be illegal. I have been trying to the store representatives along with the regional manager to correct the situation with no help at this point and no legitimate way to contact them without going to the store and dealing with that process. I have engaged with them on Jan 3, 7, 9, 14, 15, 16 with no result. On Jan 3rd they researched again and sent paperwork to the regional manager (Hunter), which was confirmed while I was at the store. Nothing has been done to correct the problem. I sincerely hope you can help me, and the Store needs to be reprimanded for practices. I have left another message for a call back today and will try to go by the store again tomorrow.

  

  Business Response

  Date: 02/05/2025

  Hi *******, 

  Thank you for reaching out to Victra! We appreciate your patience and cooperation as we worked to resolve this issue.
  
  If you have any further questions or need additional assistance, please don't hesitate to contact us directly at ********************************** We're always here to help!

  Respectfully, 
  Victra Guest Experience Team

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22864450
  
  I am rejecting this response because:  There is no rejection to the response as I am currently working with ****** *********, the area manager, he has advised that it could take a month or up to two billing cycles.  I am still working with patience and cooperating with the hopes that this will be resolved as stated and, in the timeframe, presented.  I will be able to release this complaint when the issue is fully resolved.  Thanks for the response.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/10/2025

  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 ***********************************************************  
  
  Respectfully,
  
  Victra Guest Experience Team 

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22864450
  
  I am not rejecting this response because:  I have verbally received an agreed response and am satisfied with the response.  It will take some time to receive the agreed result and when agreed response has been completed, we will be compliant.  Thanks for the communication from the area manager.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/27/2025

  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.

  September 16, 2024 I picked up my ******* Galaxy S24 from a sales person named Unique A at a ******* store which is actually run by Victra. I was told there is a promotion to upgrade from my ******* S10 and they offer the S24 for free because the S10 will soon be outdated. I agreed to the upgrade since it wouldn't cost me anything. Then she charged me for the taxes, a set up fee and remaining phone balance fee of $10. When asked what this was for she said you always have to pay taxes on the phone and the promotion for free phone would show up in 1 or 2 billing periods. It was a few minutes past closing time when the data transfer completed to the S24. Then Unique handed me both phones and sent me on my way. After I was home **** *********** (other manager of the ******* account) said the invoice shows we financed the phone not upgraded. ****** gave me her business card (for another business) and said to contact her when the other 2 people on my ******* account want to upgrade. I texted her on September 18, 2024 to inform her ******* said I financed the phone and they would bill us for $24.30/mo for the next 36 months. ****** said the promotion will reflect on our account in 1-2 billing periods. Not once did she say the old S10 phone needed to be turned in. 2 billing periods came and went and we were being $24.30. 11/5/24 I contacted ******* and spoke to ****. She said the Unique did not set up the promotion paperwork and if I drop off the phone she will put in the Promotion Fallout Correction form to fix this. I dropped off the phone and received a receipt for $24.30 and waited for the credit for promotion on the ******* bill. 11/13/24 called ******* again and spoke with ******. He said **** did not put any notes about the *** form to fix the promotion. I asked to speak to the supervisor. ***** called me back from ******* and said she doesn't see a promotion and can not fix this. Need $24.30/mo charges removed on the ******* bill and reimbursed for past charges.

  

  Business Response

  Date: 02/03/2025

  Hi *****,
  
  Thank you for contacting Victra! We have been informed by the store leadership that this has been resolved. We appreciate your patience and understanding as we worked diligently to address and resolve this issue.
  
  Should you have any further questions or need additional assistance, please feel free to reach out to us directly at ********************************** We are always here to help!

  Respectfully, 

  Victra Guest Experience Team

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22857161
  
  I am rejecting this response because:
  

  I have not received credit for the charges on the phone. In fact now my ******* bill is higher than before because you added to services that i did not authorize. 1. ************** 2. Over seas calling. ****** from Victra in ******, ** called me on January 29th to resolve this. I was told I would get credit or a check. Neither happened. Now our ******* bill is higher than before. Not happy. 

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

  

  Business Response

  Date: 02/07/2025

  Hi *****, 

  Thank you for contacting Victra! We have spoken with the store leadership, and they have informed us they were able to connect with you to review the breakdown of the plan. Regarding the credit, Victra has completed all the necessary forms for the credits, the forms are under review with ******* Wireless. ****** will be in direct contact with you throughout the approval process to keep you informed every step of the way. If there is anything else we can assist you with, please do not hesitate to reach out to us directly at ***********************************************************.

  Respectfully, 

  Victra Guest Experience Team

• Initial Complaint

  Date:01/26/2025

  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.

  Victra - a franchise of ******** is full of unfair and deceptive practices. They lie and make false claims and push customers to buy. They do fear-mongering to upsell protection plans. On January 1, 2025, I went to Victra ******* on *****************************************. I was serviced by *******. We discussed the plans. I was informed that there will be no upfront charges, and that my ongoing bill will be $110 plus taxes, per month. And that my devices will arrive on January 3. ******* showed me the line items on his ipad which added to $110-$120, and I took notes of each line in my notebook. Until January 19, after calling ******* and visiting the store, multiple times, nobody knew the status. *************** has NO WAY for me or them to contact Victra. I visited Victra many times; they stated that they have no idea. They asked me to visit the store everyday and hope the devices have arrived, and if not, come back the next day. There is no way to check online or call. On my request, ****** said that she will call me within a week. But that never happened. After many visits, on January 19, the devices arrived. I was slammed with $200 'activation fee and taxes' which were never informed. ******** A tried hard (to the extend of embarrassing me) to buy protection plan. He informed that there is a $70 set-up and go fee. I told him that it was never informed. He got it waived. After that he got rude and stopped helping. The phone that he provided, magically stopped syncing. When I enquired, he rudely said that this is happening since I did not pay the set-up and go fee. He blackmailed me to paying. Now, again magically, the phone started syncing. ******** he confirmed that the bill will be $110-120 after taxes. We reviewed each line item, and I took notes in my notebook. I have received the bill and have been slammed with a $330 bill. It includes activation charges and ongoing monthly charges that never disclosed.

  

  Business Response

  Date: 02/05/2025

  Hi ******,
  
  Thank you for reaching out to Victra! We appreciate your patience and cooperation as we worked to resolve this issue.
  
  If you have any further questions or need additional assistance, please don't hesitate to contact us directly at ********************************** We're always here to help!

  Respectfully, 

  Victra Guest Experience Team