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Have spent countless days and hours the past two weeks trying to fix huge problems caused by my local "Verizon" store that was actually a "Victra" store. All signage was Verizon, no indication otherwise until I could finally force a purchase receipt out of them with a big "VICTRA" at the top of the invoice.
Too exhausted to go into great detail. Was very clear that we only wanted new phones, no accessories and wanted to stay on our current plan. They tried charging us over $1,000 for "taxes & fees". When I asked for a breakdown they had a total attitude and had to admit they were charging us for a ton of accessories that we didn't ask for, didn't want, and didn't even pick out. They had just shoved a bunch of chargers, screen protectors, etc. in the bag with our phones. When we told them to take all of the accessories off the bill, they said "oh we can figure out a way for you to keep those with a different "promotion". But they would never give us any details of any promotions in writing. Everything was verbal with them. Closing time at store, we're exhausted ... rep said balance due was now $650+. We just paid and figured we'd review everything when we got home. Well, THERE WAS NO RECEIPT IN THE BAG! No copies of anything we signed ... nothing!
Long story short they overcharged us, added weird "Victra" fees ($39.99 each phone!) for setup when we were perfectly able to set the phones up ourselves and never asked for the service. They took 2 of our old phones as trade-in's when NO TRADE-IN WAS REQUIRED! We received $0 for the phones.
Verizon will not return our old phones to us and they will not give us fair market value for our phones.
Problems didn't stop there. After returning EVERYTHING to the Victra store, we re-ordered directly through Verizon. Total incompetence with everybody we dealt with. SO MANY 2-hour long phone calls and online chats. Part of our new order was sent to an incorrect address, 100% Verizon's mistake. Two weeks later and we've now purchased TEN new phones trying to fix Victra's misrepresentation and dishonesty and Verizon reps having their hands tied with no way to reach anybody within the company who could make things right. Three of the TEN phones have now been returned, one is just missing, one in supposedly on route to us. I can't return the last Victra phone until I get the replacement from Verizon so I can transfer my data and uh, have a phone! And it looks like I've financed over $9,000 in new phones, and my credit score has now dropped almost 100 points.
Victra employe was extremely unprofessional, rude, defensive and dishonest, to the point of bullying. Impossible to get anybody competent at Verizon to help with this insane mess. I HAVE received about 1,000 apologies from Verizon reps to the point where I had to ask them to stop apologizing because it was only making me more angry because they were empty apologies with NO HELP.
Bottom line ... BUYER BEWARE! If you go to a Verizon store, make sure you ask first thing if its actually Verizon or Victra. If it's Victra ... RUN! If it's Verizon, make sure you review EVERYTHING VERY CAREFULLY and make sure they give you receipts and copies of contracts. This has been the worst customer experience in my entire life. SO FRUSTRATING.
