Verizon Victra

[victravictim]

On April 20, 2024, I went to a Verizon retail store. At the time I didn’t know it is a Victra authorized store. I wanted to trade in my phone and get a new phone. The worker told me I had an upgrade and I can trade in my phone for an extra discount so I agreed. The worker then opened the box with the new phone and asked for my phone and the passcode. Without even asking or notifying me that this is an extra charge she started transferring the data to the new phone. I am able to complete this transfer by myself and have done so before, I would not have agreed had she offered the service and said it is an additional fee. Then I thought she started to wipe the new phone’s screen and she was using an interesting tool so I said “wow that’s cool I haven’t seen that” and she said “it’s a liquid screen protector and it’s included.” I thought that’s great. After finishing the process and paying the amount due, she said she will email me the receipt. I conveniently never received a receipt so I called Victra customer support and they sent me the receipt and to my surprise I got charged for the transfer service, two liquid screen protectors, and a charger head, none of which I was informed about or agreed to. None of these were “included”. I believe she purposely didn’t email the receipt hoping I wouldn’t see the charges. I have been back to the store and that same worker was condescending and cursed at me. She lied and said she informed me that there were additional taxes. These charges were in fact not “taxes” and she never told me about any additional costs or services. She then proceeded to raise her voice and curse at me in front of other customers. I went to another Verizon Victra store and was told to call customer service and when I did customer service told me I need to go to the store. I have been thrown back and forth between the store and customer support multiple times now. Upon doing a search online, this seems to be a common experience among many verizon customers. This cost me an extra $205 plus tax which I was completely manipulated out of. Very unprofessional customer service and unethical practices. I’ve been trying to get a refund for days with no luck. I’m unsure of who I can get help from to rectify this situation.

[vzw_customer_support]

victravictim, we never want our customers to feel lied to and we want you to only pay for services that were properly explained to your. It's always important to feel respected throughout the purchase process and we're going to do everything we can to assist. Please be on the lookout for a Private Message.

~Jesse

[KLLW]

On June 20, 2024 an unauthorized person was able to go into a local Victra store and transfer one of my lines to a different Version account. The Victra store manager assisted this person. I have a PIN code on my account that nobody but me knows. My account is protected with two-factor authentication. And all lines on my account are protected from unauthorized port. I am the account owner and there are NO account managers or anyone with any sort of authority  whatsoever to make any changes to my account. I have been advised that the store manager was able to have the two-factor authentication text sent to that person's phone because the number they wanted to transfer is on my account. I was not present, I was not contacted,and I did not authorize this port. I contacted Verizon that same evening and reported this incident. I also reached out to the Regional manager of that Victra store. I have had no resolution to this matter. This Victra manager needs to be held accountable for fraudulently accessing my account without my authorization and making severe changes to my account. Victra has denied responsibility for this incident and Verizon is not contacting me.ba k about this individual or the incident. I would like someone to assist me with having this manager held accountable for her unauthorized actions in my account please.

[vzw_customer_support]

We are stunned to read about you recent experience. The last thing we want is to lose your trust or for you to have a negative view of Verizon. We take pride in putting our customer's security and privacy first. Protecting your account is always our main goal. We sent you a Private Message. Please review at your earliest convenience. 

~Gilbert