Complaints

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

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  Victra

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

  
• 

  Victra

  100 N Dupont Hwy New Castle, DE 19720-3102

• 

  Victra

  851 Saint George Ave Woodbridge, NJ 07095-2514

• 

  Victra

  7029 Forest Hill Ave STE A Richmond, VA 23225-1625

• 

  Victra

  3211 Forest Brook Rd STE A Lynchburg, VA 24501-3001

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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told there is a promotion to upgrade from my ******* S10 and they offer the S24 for free because the S10 will soon be outdated.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

• Initial Complaint

  Date:01/21/2025

  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.

   My husband was treated inappropriately at the store. He was, my husband is visually impaired and they tried to sell him a phone that was no way that he could ever use it and then they charged him and told him that he would not have a contract if he paid a certain amount of money, and he paid that amount of money. And the main company, *******, told us  they can't figure out what they charged him for, but that, indeed, there was a contract, a three-year contract, which he did not know anything about. And he was told that this was an iPhone that he was getting. when it turns out it was a ****** Pixel phone and it's it's not usable by my husband who is visually impaired. This is very poor business practices.

  

  Business Response

  Date: 01/20/2025

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

  

  Business Response

  Date: 01/21/2025

  ************** has confirmed the address the customer provided is for ********************** (ABC *********************** - ******* Authorized Retailer. The customer can contact ********************** (ABC *********************** by phone at ************. Cellular Sales considers this matter closed.

  

  Business Response

  Date: 02/03/2025

  Dear *****,
  

  Thank you for your time and patience while we researched your transaction with ******* at a Victra location. First allow us to apologize for the unpleasant experience you have had at our Victra location. I have notified the appropriate team so they can coach, develop, and eliminate the behavior you and your husband experienced. 
  

  Our team is actively working on the matter, and a resolution has been presented. We are currently awaiting a response from the guest. Please if you have any questions,feel free to send an email to *********************************************************** 
  
  Thank you,
  
  Victra Guest Experience Team

• Initial Complaint

  Date:01/20/2025

  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.

  Hace aproximadamente 6 meses decid comprar dos dispositivos (iPhone 15) en la instalacin de Victra, y al mismo tiempo cambiar mis servicios a *******. Al comprar los dispositivos me dieron dos lneas adicionales que supuestamente eran gratis. Resulta que al pasar los das supe que aparte de las dos lneas que traje conmigo de mi antigua compaa, Verizon me estaba cobrando por las dos que me ofrecieron aparentemente gratis en Victra. Al sentirme engaado, decid devolver los dispositivos ya que an me encontraba en el periodo de prueba que se supone son 30 das. Sin embargo de la cantidad abonada inicialmente que fueron aproximadamente $800, me descontaron casi 250. Sumado a esto me llega una factura por $219 por los das que use las lneas a pesar de que an estaba en garanta y se supona que era un periodo de prueba. Realmente me siento engaado, estafado y para colmo la factura que me envan, ahora pas a coleccin afectando mi rcord crediticio. Victra debera ser ms ************ en sus negocios pues al final quien sale perjudicado es el cliente.

  

  Business Response

  Date: 02/02/2025

  Hi Liban,  
  

  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused.  Victra permits exchanges or returns within the first 30 days from date of purchase for most products. For full details regarding Victras return policy, including applicable restocking fees, visit ***************************************************.
  Victra will be requesting a Corporate Refund Check on your behalf to accommodate for the Restocking Fees and Set up and go fees that werent refunded during your return back in August. The amount of the Corporate Refund Check is $216.57. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided.
  

  For further assistance with your ******* account balance associated with days of service/usage please contact ******* ************* directly at ************. Please if you have any questions, feel free to send an email to ***********************************************************  
  

  Respectfully,  
  

  Victra Guest Experience Team 

• Initial Complaint

  Date:01/18/2025

  Type:Customer Service 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 was told my bill would be $120-$130 a month and ever bill since Ive switched to them (July 24) has been $248 or above. I have stopped in the store numerous times and they claim they submitted a paper, sent a email, we even called one day and she said it will be fixed over the phone. There are credits missing (2 bring your own phone =$50, and another one or two), and Im not sure what else. The last time I was in they said the big boss quit and they were in the process of getting a new one. This is staring to get ridiculous, Ive over paid over $1000 so far

  

  Business Response

  Date: 01/28/2025

  Hi *******,
  
  Thank you for reaching out to Victra! I wanted to let you know that our store leadership team is currently collaborating with ******* to ensure that the promotions are correctly applied to your account. They are diligently working on this, and you can expect to hear from them with a final resolution as soon as they receive a response from Verizon.
  
  If there's anything else you need or if you have any further questions, please don't hesitate to reach out to us directly at ***********************************************************. 

  Respectfully, 

  Victra Guest Experience Team

• Initial Complaint

  Date:01/17/2025

  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.

  looked at my report on December of ***************************************************************************************************************************************************** sign a contract for this account is not mines and I am demanding it be removed from all three of my credit reports immediately including Equifax , ********** , Experian I have already filed dispute multiple times this needs to be removed from my report immediately I have token all precautions. I have also filed a *** report on this account and a ********************** complaint this should be removed instantly ******* wireless needs to remove this from my credit report immediately for the amount of $152 please remove from my credit report

  

  Business Response

  Date: 01/29/2025

  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 *********************************************************** 
  Thank you, 
  Victra Guest Experience Team 

• Initial Complaint

  Date:01/17/2025

  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.

  To Whom It May Concern,This letter is a formal demand for resolution regarding the ongoing and unacceptable issue of unauthorized lines on my ******* account. For over a year, I have been subjected to ******** repeated failures, both from customer service representatives and their deceptive third-party affiliate. Despite making over 100 calls, visiting stores, and returning equipment, my issue remains unresolved, causing significant stress, financial loss, and damage to my personal and professional life.When I signed up for service, the representative blatantly lied to my face to make a sale. I was deliberately misled about what I was agreeing to and was never informed that additional lines would be added to my account. Not once did I agree to pay for these unauthorized lines. To further demonstrate that I never intended to use them, not a single text message, phone call, or byte of data has ever been used on these lines. This was clearly a fraudulent and unethical sales tactic, one that ******* must immediately address.This deceptive behavior is not an isolated incident. ******* can review the customer feedback and complaints from the location where I signed up and see that many others have experienced the same fraudulent practices. The reviews alone serve as clear evidence of a systemic issue at this store, which misrepresents itself as an official ******* location by using ******* branding, signage, and uniforms.I have exhausted every reasonable attempt to resolve this issue, including:Calling Verizon customer service over **************************************************** person.Following up on countless open cases, incident numbers, and promises made by ******* representatives and supervisors.******* has the means to review all call logs, recorded calls, and internal notes on my account, which will show the extent of my efforts to fix this issue. Instead, I have been met with dishonesty, broken promises, and a complete lack of accountability.

  

  Business Response

  Date: 01/29/2025

  .Hello,
  We have received your complaint submitted to the BBB. Our team is actively working on the matter, and a resolution has been presented. We are currently awaiting a response from the guest.
  Thank you,
  Victra Guest Experience Team
  
  
  

• Initial Complaint

  Date:01/15/2025

  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.

  On December 3rd, 2024 I visited the store to switch cell phone services from *** to ******* as well as to purchase a new phone. I had a remaining balance of $244.24 on my cell phone with ATT. I asked the salesperson if they would pay off my phone with ATT if I purchased a new phone. I was told they would. The store took my old phone and provided me with a new phone. A few weeks later I received a bill from ATT for my cell phone. I went back to the store and was informed that there was no promotion to buy back old phones. The promotion for buying back old phones started on Dec. 20th and is still running. I was told that I am not eligible for the promotion since I purchased the phone from ******* on Dec. 3rd. I told them that the whole point to purchasing a new phone was for them to buy back my old phone, otherwise I would have waited until the promotion on Dec. 20th. I have spoke to ******* customer service. I have been told that the store misled me and did not give me accurate information. They gave me a case number and asked me to have the store manager call the service number at *******. I was not able to speak to the manager as she was not there and is only there once a week at most. The sales person said he would have someone call me so that I might be able to give them the case number and work it out myself, but he never followed through.I would like to be contacted by the regional manager to discuss the poor service and incompetence of the staff at this store.

  

  Business Response

  Date: 01/29/2025

  Hi ******,  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I have notified the appropriate team so they can coach, develop, and eliminate the behavior you experienced. 
  Our ******* partners have made us aware they were able to apply a one-time bill credit in the amount of $50 associated with the $240 rebate on January 15th, during your call with ******* ************** To redeem the additional up to $200 switcher ******* gift card rebate, please follow the steps provided below. Per, ******* policy you must submit the redemption within 60 days of activation.
  Step Action
  1 Visit *********************.
  2 Enter the purchase date and promo code 200SWITCHNOV24 / 100SWITCHNOV24.
  3 Enter the appropriate information.
  4 Submit the offer redemption within 60 days of activation.
  Result: The customer receives the ******* Gift Card via email within 8 weeks of submission.
  
  Please if you have any questions, feel free to send an email to ***********************************************************  
  Thank you, 
  Victra Guest Experience Team

• Initial Complaint

  Date:01/15/2025

  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.

  On or about November 14, 2024, I was offered by a salesman in the Victra store listed, the opportunity to save $50/month on my cell phone bill with *******. In addition, I would receive 2 new Apple iPads, 2 new Apple watches and 2 new Apple phones. I accepted his offer and received the merchandise several days later. Unfortunately, the savings promised, in my monthly bill, have not materialized and my monthly has in fact doubled. I went to the store today (January 14, 2025) and was told by the manager there was nothing that could be done. If I were to cancel my service, and switch to another cell phone system/provider I would be responsible for the remaining balance for the merchandise ( phones, watches and tablets).The salesman who I originally dealt with ( in November) was fired the very next day and escorted out of the store in front of the ************ a senior citizen (79 years old) I feel I was taken advantage of by this salesman. I strongly feel that the Victra is responsible for the actions and conduct of their employees and should stand by the details and promise of their representatives. As a business associated with *******, this also reflects poorly on them, as a company that does not put a priority on maintaining positive relations with their ************ a long time ******* user, I am very angry, disappointed and only seeking a fair resolution to my complaint, one that holds the employer responsible for the actions of their employees.

  

  Business Response

  Date: 01/28/2025

  Hello,
  We have received your complaint submitted to the BBB. Our team is actively working on the matter, and a resolution has been presented. We are currently awaiting a response from the guest.
  Thank you,
  Victra Guest Experience Team

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22811164
  
  I am rejecting this response because:

  I will try and forward it as soon as I send this response.  

   

  1. The proposal is very confusing and I do not understand what they are offering. Perhaps you can assist with this. As I have stated in my complaint, that due to my advanced age (79) I was targeted, taken advantage of and mistreated by a VICTRA/******* employee, ***** *******. ( he was fired the very next day). 

   

  2. I was assured by ***** that my monthly bill ( or fixed charges) would be lowered by at least $50.00. This did not happen and my bill is NOW over $300.00/month. Before my encounter with *****, I was using 2 Apple watches and an Apple ipad. None of which required any additional payments or fees to be paid. I am retired and living on a fixed income and the additional monthly cost being charged by VICTRA/VERIZON is something that I can not afford. I can not continue to pay the amounts required by VERIZON.  

   

  3. I am only asking a reasonable resolution to my issue and that VICTRA/******* stand behind the offer proposed by their employee, nothing more or less is acceptable.

   

  4. If such a documents exist, I would appreciate seeing what I signed and agreed to

  as I do not recall agreeing to any additional monthly charges. Yes, I know there was a one time activation fee, but nothing was ever revealed about continual charges for the watches and ipad. (as I said earlier, the 2 watches and 1 ipad I was already using had no charges associated with them, nothing, and they were working fine and met my expectations and requirements)

   

  Once again, THANK  YOU for reaching out.  Please let me know if you need anything else to support my complaint. 

   

  ***** *****

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

  ******, FL 34112

   

  ph: ************

  email: *************************************************************************************************************

   

   

   

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

  

  Business Response

  Date: 02/03/2025

  Dear *****, 

  Thank you for contacting Victra! Weve call and left a voicemail, so we can gather further to discuss your ******* account concerns. You can give us a call back at your earliest convenience at ************.

  Respectfully,

  Victra Guest Experience Team

  

  Business Response

  Date: 02/04/2025

  Hi *****,

   

  Thank you so much for contacting Victra! We truly appreciate you reaching out to us with your concerns regarding your ******* account. We have made several attempts to contact you to discuss your concerns but, unfortunately, havent been able to reach you. At your earliest convenience, please give us a call back at ************. We look forward to speaking with you and assisting you further.

   

  Respectfully,

  Victra Guest Experience

• Initial Complaint

  Date:01/13/2025

  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.

  Oct ******* I went to this store as I was unable to receive emails on my cell phone. After evaluation of my phone by salesman ******* she said I needed a new phone. I purchased a promotion which included iPhone 16, iPad and an Apple Watch. I was informed my complete total was $520.79 which was paid in full that day with the agreement to trade in a used phone. An old phone was traded in. I was assured SEVERAL times by ******* my bill would not increase as I am on a fixed income. On average my bill has increased $50 per month. When I inquired at the store about the increase I was informed it was service fees for all 3 items. I was then told if I disconnect iPad or watch I would owe $1749.99 for early cancellation. I was not informed of the **************************************************** the additional monthly fees. I was under the impression if the purchase was paid in full that day there was no contract. In addition the original phone is now functioning fine for my granddaughter. I would like for my bill to return to the original October payment as I was reassured by ******* several times it would continue to be. This account is listed under my sons name, ***** *******. Phone purchase invoice # NC031IN83820 Phone trade in invoice # NC031IN84094

  

  Business Response

  Date: 01/26/2025

  Hello,
  We have received your complaint submitted to the BBB. Our team is actively working on the matter, and a resolution has been presented. We are currently awaiting a response from the guest.
  Thank you,
  Victra Guest Experience Team