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

  
• 

  Go Wireless, Inc.

  1195 SE Bishop Blvd Ste 4 Pullman, WA 99163-5376

• 

  Go Wireless

  30660 Benton Rd Ste D404 Winchester, CA 92596-8180

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  Go Wireless

  32200 Temecula Pkwy Ste 104 Temecula, CA 92592-3897

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  Go Wireless

  20350 N. Cave Creek Road #100 Phoenix, AZ 85024

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:01/13/2025

  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

• Initial Complaint

  Date:01/09/2025

  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.

  This complaint is regarding the 3rd party provider for ******* named Victra. I had been a customer with **** and went in the ******* store to see what they had to offer and if they could compete with my existing carrier services. The sales representative said he could with all their various promotions. I am now 1 month into our new service plan and received a bill for $511.00. My monthly bill with my previous carrier was $127.00. We did do a trade in program in which you can only get if you agree to do a monthly payment plan. It was to equate to the same if not better total line fee (including taxes) of $31.78 plus the installment fee of the phone. My line fee with ******* is now $50 per line ($18.22 more per line) plus installment fee. I have contacted multiple sales associates in the store by going in assuring me the credits would be on the bill. I have also spent numerous hours on the phone with ******* that told me I would have to contact the store manager as they are a third party. (I did not know that they were a 3rd party until I started having problems.) However, there is no physical manager in the store and they refused to give me a phone number and said I would have to email the manager. I received one name and emailed with no response. I then went back into the store and they said to try a different manager, I have, no response. On top of those issues, they collected fees initially for the taxes on the new phones. That was $650.62. Doing the math that seemed high for 4 Iphones so I questioned him and he said the sales tax was 12%. I did not agree with that figure but he assured me that was what everyone charged. I asked if I went to apple if that was what they charged and he said yes it was standard. I saw that they had billed me for financing 2 free modems of which he said was a free trial and I could bring them back - I did. But they are still financing them and said I could not get the taxes paid back. They have been returned.

  

  Business Response

  Date: 01/16/2025

  Hi *****,
  
  Thank you for reaching out to Victra! We truly appreciate your patience and understanding as we worked through resolving any outstanding issues from your recent store visit. We were made aware by the store leadership team that everything has been fully resolved.
  
  If there is anything else we can assist you with, please do not hesitate to reach out to us directly at ********************************** We're here to help and ensure you have the best experience possible.

  Respectfully, 

  Victra Guest Experience Team

  
  

• Initial Complaint

  Date:01/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau:I purchased an iPhone 14 at a Victra resale store on 1/27/24 for a $5 per month, three year contract . My cell phone bill was $71.95 per month, and adding the $5 for the new phone, the bill should have increased to $76.95 per month. The first bill that I received after purchasing the new phone was $92.47, which is $15.52 over and above what I agreed to. I made no other changes to my account. I went back to the store to speak to the person who sold me the phone, and she and the manager both acknowledged the overcharge and told me they would fix the account. They said it might take a couple of bill cycles. I waited, and after three bill cycles, I was still receiving a bill for $92. I went back to the store again, and they acknowledged the problem again, and said that that particular manager, *****, had left the company. They then told me that the new manager, **** *********, would fix the problem. The new manager never fixed the problem. I also went to the corporate ******* store located at **************************************************. They told me they could not do anything and that I should call the ******* Loyalty Team. I called the ******* Loyalty Team and they did not fix the problem. I have attempted to resolve this issue for nearly a year, making several trips to Victra and ******* stores and spending hours talking to agents who said they would correct the problem.The Device charge on my bill for the iPhone14 is $20.55. The device charge should be $5, per the agreement that I signed. The Agreement number under the device name is ************ purchased the phone on 1/27/24 at:VICTRA ************************************************* ************ Victra lied to me and deceived me, and I would appreciate it if someone at Victra would correct the billing charges and reimburse the extra $15+ per month that I have been paying each month which is now a total of $150+. Thank you for your help.Sincerely,***** *.

  

  Business Response

  Date: 01/22/2025

  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: 01/25/2025

   
  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,
  
  ***** W

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 1, 2024 I purchased two new Iphone 16 Pro Max under the Trade in promotion.I was told that my phone had 5 months left of payments so my ******* would go up by $16.00 per month to take care of the balance. I was told by the sales *** that we had 30 days to turn in our old phones to still receive the trade in credit. I went in two weeks later to turn the phones in but the sales *** told me that I had to remove "find my Iphone" from the phones first. Since one of the phones belong to my son I had to return at a different date. I went back today and was told that because there was a balance on my account, I cannot trade in my phone. My problem is that I would never have purchased the phone if I was told I could not trade in my old phone. When I asked why I was paying extra on my bill (I was originally told that the extra was because there was a balance on my old phone I was turning in) today I was told it is because I still had possession of the two extra phones. I was not told this earlier when I had first returned with my trade in phone. I tried to trade in my old phone the day I purchased the new one and the sales *** said, no worries, you have 30 days to return them. They were not even apologetic that they had made such a huge error. They said we have everything in writing so we know we are right. Now I have to turn back in the phone I purchased or pay $530.00 for the buyout of the old contract. All of the time I have spent going back to the store and this is the first day I am told this information. My desire is for ******* to keep their word. They are the party at fault for stating I could turn in my phone event with the balance I had. I have a witness that can verify what I am stating is true. They need to let me turn in my old phone without additional charges and reimburse me what extra charges they made on the bill.

• Initial Complaint

  Date:12/26/2024

  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.

  Oct 23 2024 I picked up 2 cell phones from victra was charged for set up and go smartphone service at $39.99 a piece the did not do anything but hand me the phones I told ****** my bill was high he said it was because I had cloud storage add on I never added anything on but protection plan,also was charged ***** extra dollars on remaining phone balance .how could that be I just picked them up new. I went back to the store but the store manager was no help .I start out getting 4 new phones and 5 lines transferred they got 3 done on Oct 18 and on Oct 24 got the other 2 done I was in the store 3 to 4 different times to set up or fix issues each time I visited the store it was a 3 hour each time. So I spent ****** at the store a first bill for only 3 phones was ****** for ******* total of ****** next bill was ****** went back to store to lower bill and ask questions, ******* offer a credit of ****** to reduce it down to ****** could do no more I lft the store .next day went to ******** where I had been before in 1 hour and a half 4 new phones all lines transferred and it cost me zero dollars .I then filed a complaint with the *** on ******* I sent phones back and paid no more so now I am trying to recoup some of my money for services I did not used but was charged for. Thank you for you time and help ***** ****** This has been a nightmare 99

  

  Business Response

  Date: 01/06/2025

  Hi *****,
  Thank you for reaching out to us through the Better Business Bureau. We apologize for any inconvenience this may have caused. Our Leadership Team has informed me that this issue has been resolved,and they have contacted you regarding the matter.
  If you have any further questions or need additional assistance, please feel free to send an email to ***********************************************************.
  Thank you,
  Victra Guest Experience Team

  Customer Answer

  Date: 01/08/2025

   
  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:12/20/2024

  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 Oct. 23, 2024, I visited a ******* wireless location to upgrade an iPhone. Nearing the end of the transaction and employee asked if I was aware of the new ******* **************** I shared I wasnt interested because of the size of my home and the number of devices I have. He stated ******* Internet is much better. Its faster. The quality is better and you can connect up to 100 devices with no problem. He also stated we could try the service free for ******************************************************************** 30 days and he would also waive the $35 activation fee. I said OK Ill try it.The next day I tried it. I connected one device and the picture quality was terrible. It was very slow so I unplugged it placed it back in the box to be returned to the store. on Nov. 14, 2024. I returned to the same location to return the box. When I walked in I shared with the employee it didnt work out and I need to return it, the service is not for me. Hes told me i counldnt return it to the, I needed to go to the *** store to return it. He shared the *** store knew exactly what to do with ******* equipment. I immediately went to *************. The employee seemed confused on what to do with the box. She processed the return and handed me a ******* equipment return receipt (attached). On December 13, 2024 I logged into the ******* app to Make a Payment and noticed I was charged $108.23 for **************** and fee. I immediately contacted ******* to discuss and dispute the transaction after waiting on the line for one hour and 30 minutes. The call was disconnected. I returned the call immediately to connect with the same agent when the agent got on the line once again the call was disconnected. I attempted to contact ******* 5 additional times. The issue is still unresolved. I am now being charged a $55 fee for internet service.This is a UDAP issue, sales practice concern, a training issue, and a process issue between ******* and ****

  

  Business Response

  Date: 12/31/2024

  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  

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22711251
  
  I am rejecting this response because:
  Ive not been made whole for the charges expressed in my complaint. Also, whats being done about the potential sales practice issue as I was unaware of a new account setup and when I returned to the store to return the equipment I was told to go to *** without info on cancelling the service. 
  Sincerely,
  
  ******* Mccoy *******

  

  Business Response

  Date: 01/10/2025

  Dear *******,

  Thank you for your time and patience while we researched your transaction with ******* at a Victra location. We will be requesting a Corporate Refund Check in the amount of $109.20 on your behalf to accommodate for the ******* Internet Gateway line ending in #****. The Corporate Refund Check will be delivered in 6-8 weeks to the mailing address you provided.

  If you have any further questions, please dont hesitate to reach back out so we can further assist. 

  Respectfully,

  Victra Guest Experience Team

   

  Thank you,

   

  **** ******

• Initial Complaint

  Date:12/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received 2 new phones as part of a promotional credit on July 30th however I am not receiving the device credit on my bills. The sales person at that time was ******. Per ****** I waited 2 months before questioning my bill. In October 4th I called ******* and spoke with **** who told me they couldnt help and I need to go back to the store. On October 5th I visited the store and worked with **** who couldnt help. Lexi called her manager ******* ******** who worked through the issue and supposedly fixed it however I still have not received my credit. I visited the store again and they gave me direct phone numbers to Manager ******* and ************ and Region Manager **** ****** ************, neither will answer their phones or call me back after several voice messages. On December 11th I call ******* again and requested Billing support, after a 1 hour hold I was connected to **** in Tech support so said he couldnt help and advised me to call billing at ************. This proses has been time consuming, costly, and mentally exhausting with zero resolution. Ive been lied to in person and several times over the phone. The customer service **** are nice but empty promises while writing continues to bill me. I need my billing fixed, reimbursed for prior months of inaccurate billing and I should be reimbursed for all the time Ive spent trying to fix their mistake.

  

  Business Response

  Date: 12/22/2024

  Dear *****,
  

  Thank you for contacting us through the BBB. I apologize for any inconvenience this may have caused. After further research,we have found the following:
  The iPhone 15 (#****) was quoted an $830 promotional credit. You are currently receiving a $289.99 promotional credit. This credit will be distributed over the terms of your agreement and deducted from your device payment. We are unable to apply the full $830 promotional credit to line #**** because the data plan needed to be on the Unlimited Ultimate plan.
  

  The iPhone 15 Pro (#****) was quoted an $830 trade-in promotional credit. We are unable to apply this promotional credit to the line because a trade-in device was not submitted.
  We will be requesting a Corporate Refund Check on your behalf in the amount of $1370.01 to accommodate for the ******* promotional credits discussed at the time of your transaction. The Corporate Refund Check will be delivered within 4-6 weeks to the mailing address you provided.
  

  If you have any questions, please feel free to email us at ***********************************************************.
  

  Respectfully,
  

  Victra Guest Experience Team

  Customer Answer

  Date: 12/23/2024

   
  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:12/06/2024

  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.

  Had gotten Internet and cancelled it later, tried to take back to the store I got it from and was told, there wasn't anything they could do to cancel and send back the modem box. And, that I would have to call an 800#. So, I spoke to multiple agents on the phone to have the cube/Internet box sent back, was told I had to send it back myself. Finally, ******* received it in April, but I was still getting charged for the Internet. Had to call multiple times to get this account disconnected and then still was charged all these months later for an equipment buyout. I was never told there was going to be a fee for sending the box back. I would like to be reimbursed for the amount of money that was automatically withdrawn from my account. I was also being charged for the Internet that I didn't have. All this time and frustration spent for all these months could have been avoided if ******* would have done the right thing in the first place.

  

  Business Response

  Date: 12/20/2024

  Hi *****,
  
  Thank you so much for reaching out to Victra! We are pleased to hear that the store leadership team has been in touch with you and that a satisfactory resolution has been reached. Your time and feedback have been invaluable in helping us address and resolve this issue. 
  
  Please do not hesitate to contact us directly at ********************************* if you have any further questions or concerns. We are always here to assist you.
  
  Respectfully, 

  Victra Guest Experience Team

• Initial Complaint

  Date:12/04/2024

  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.

  Title: Ongoing Billing and ****************** Issues with Victra Seeking Refund and Resolution Location: *******, ******* | Store: Victra (AL-Opelika) | ************************** Complaint:I initiated service with Victra on November 11, 2022, during a Black Friday sale, intending to switch to a business plan. My first bill, received December 10, 2022, was $904nearly triple what I was quoted in store and up-sold. I was told credits and adjustments for my trade-ins would take four months to reflect, but some never appeared, and the billing/charge issues would be resolved. I have since faced 22 months of billing errors, unfulfilled trade-in credits, and unresolved account issues despite countless attempts to correct. I've been overcharged to date nearly $3,000 and no one has helped me resolve this, despite countless attempts. I will also be contacting my Attorney General and filling a complaint with ******* Corporate for this business' practices.Failed Attempts to Cancel Services:I visited the store and contacted Victra repeatedly to cancel ******* Cloud subscriptions, ****************** and unnecessary lines (2921, 6993, and 1869). I also attempted to return the Galaxy Tab A7 Lite, but corporate only provided a box without a shipping label, leaving me unable to return it. Every cancellation request was ignored, or lines were temporarily frozen rather than canceled.Corporate Escalations with No Resolution:Despite repeated calls and escalation attempts in 2023, corporate failed to address these issues. Finally, in October 2023, some lines (1280, 1893) were canceled, but charges were moved to the Ghost line (1580), with no clear resolution on billing responsibilities.Ongoing Neglect and Poor Communication:My complaints to local and corporate representatives were either ignored or mishandled. Even after escalating to Victra headquarters, the assigned representative stopped responding, and the issues remain unresolved.

  

  Business Response

  Date: 12/17/2024

  Hi *********,

  Thank you so much for reaching out to Victra! We genuinely appreciate you taking the time to share your feedback with us. We have been informed by the store leadership team that you all are diligently working towards a complete resolution. We sincerely apologize for any inconvenience this situation may have caused and are grateful for your patience and understanding.
  
  Should you need any further assistance or if there's anything else we can do to help, please don't hesitate to reach out to us at ********************************** We're here to support you in any way we can.

  Respectfully, 

  Victra Guest Experience Team

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22634627
  
  I am rejecting this response because:

  The issue hasn't been fully resolved yet and based on the history of not getting assistance and ultimately a resolution after nearly 2 years this will remain open until a resolution is achieved.

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

  

  Business Response

  Date: 12/20/2024

  Hi *********,

  Thank you so much for reaching out and sharing your feedback with us. We genuinely appreciate your patience and understanding as we work through this. Our leadership team is diligently working to resolve this issue as quickly and efficiently as possible. In the meantime, if you have any additional questions or concerns, please don't hesitate to reach out to us at ********************************** We're here to help and support you every step of the way.

  
  Respectfully,

  
  Victra Guest Experience Team

• Initial Complaint

  Date:11/25/2024

  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 ordered 5 phones with ******* retail store Victra 1. They told me that it has to go to the store and I pick up at the store because they dont want going to my address with phones getting lost or stolen.2. After waiting 2-3 weeks my phones finally arrived to the Victra ******* retail store location in ******. I came to pay for it and they told me I had to pay $39.99 for a set up and go fee for each line. I told them I can set up myself and do not want to pay that bogus fee for each line. They told me that they cannot sell the phone to me if I dont agree to pay for the $39.99 bogus set up and go fee. They did not tell me in the beginning when I was ordering the phones or else I wouldve just order through ******* directly. I already waited 2-3 weeks for the phones so I did not want to wait any longer so I was forced to pay a bogus rip off fee which I did not want my phones to be open by them either. 3. *********************** like ******* should not allow their retail stores to charge $39.99 to set up a phone for less than 5 minutes. Its a rip off to the consumer in the public!!

  

  Business Response

  Date: 11/26/2024

  Hello, ******. This is ***** *****, the business manager in the area, and we just spoke on the phone. Just give me a call when you can make it to the store this next week, and we will get those returned to you. Thank you again for your time.