Victra questionable practices

[Oberlinuser]

It sounds like there are multiple issues with Victra stores and I don't understand why Verizon isn't more responsive about these issues. We called Verizon and have had the strangest phone calls with truly weird Verizon customer service reps in the past week. The first one told us we were "ripped off" and we experienced "highway robbery." He told us the situation was going to be escalated to multiple security teams and the call was not only being audio taped, but also being videotaped. LOL. It was obvious he was just wasting time. He kept us on the phone over an hour. When we called back yesterday to follow up, the new rep was hard to understand and almost hostile. He said there was no record of the ticket number we were given and tried to pass off all the fees we received as "taxes." Then he ended the call by telling us he would credit the account for $200 if we didn't pursue anything further and there be no ticket number generated. It seems that they are just trying to beat this down the line so we will give up, since there are so many issues like this. But our local store is getting similar complaints on our Facebook community page.

[vzw_customer_support]

Good morning! We are truly sorry to read about your recent store experience. The last thing we want is for you to have a negative impression of us. Verizon takes pride in providing top quality service.

We sent you a Private Note, please review at your earliest convenience.

~Gilbert

[Flagg9898]

Hey did you ever get a resolution to this? Trying to deal with one currently and I want to see if you had any success, thanks. 

[skiaz4free]

Glad (not really) to hear I'm not the only one dealing with Victra and their terrible customer service.... this is the letter I have submitted to their Customer Support site.

"July 29, 2024

Victra
Raleigh, NC 27615

RE: Customer Service Issue – Victra -  Monument, CO 80132

To whom it may concern,

I have a customer service issue that I need to have escalated and am not getting the needed response from the local Victra store,  or from phone calls to Customer Support.

Below is a summary of what my experience has been:

On 3/18/24 I purchased a Samsung Galaxy S24 (128GB) per recommendation by the store salesman, Josh. I explained that I needed something more robust than what I had, and that it needed to have enough storage for my internal memory as well as my SD card. He mentioned that there was a trade-in rebate of $800, which would cover most of the cost of the new phone. I was charged $102.40 in sales tax and setup fees (Invoice #*****).

When he was done with the setup of the new device, he gave me back my old phone and told me that he got everything transferred to the new phone, except for the contents of the SD card. He did not explain that the new device did not support SD cards, or that the internal storage had been maxed out from the data transfer, and I did not realize any of this until later that night.

I made a call to the store the following day and spoke with Camryn. She expressed a concern and apologized that I was sold the wrong device, that she could order me the S24 in 512GB of internal storage, and that the rebate would apply to that device. The new device was not in stock and would be ordered. I was told I would be called when it arrived on Thursday or Friday of that same week.

On Saturday, 3/16, I went to the store after not hearing from anyone and found that the device had arrived. The store salesperson who was there was new, and not familiar with the process of refunding and transferring to the new device, so she called the manager who explained the process…. Her reply was “that sounds very complicated”. As it was approaching the closing time of the store, I told her that it would probably be better if I came back on another day when there was enough time to take care of the transfer and she agreed.

What I did not know, and later found out when I went back the following week (3/25) and worked with Camryn, was that the previous salesperson inadvertently completed the order for the temporary line for the transfer of the device. Camryn attempted to get this resolved with Verizon Customer Service but was unsuccessful. I received the phone that day but was charged $85.85 for the sales tax for the new device (Invoice #*****). She also processed a refund in the amount of $62.41. (It took well over two months to receive the refund, and only after multiple attempts with Camryn. She was unwilling to provide me any reference information or ticket numbers, nor did she provide me any means of contacting the store manager. I eventually received a check for the contested amount, but after too much effort on my part.)

On 5/9, I was finally able to contact a Customer Support Rep with Victra named Gigi, who informed me that she was issuing the refund, and that she was going to fix the credit that was incorrect. I rebate I was promised still hasn’t hit the account, or at least the correct amount hasn’t happened, because my bill as of 7/29 is still showing the credit in the amount of $2.77 and is Credit 4 of 36, which will only be $99.72, not the $800 I was promised on multiple occasions.

I again contacted customer support on 7/29 and spoke with “Myla”. She first tried to explain that the trade in credit would only apply if I was on a higher tier account, this was never mentioned prior, and is unacceptable . Apparently,  a manual credit process has been started and I have been given reference #*****. I asked to be connected with a supervisor and after being on the call for nearly an hour, was told I would be called back. I am still waiting for that call.

This is certainly not the level of support I have come to expect from Verizon, especially as an over 8 year consecutive customer. They are unable to assist me in anyway, because Victra is not Verizon and they cannot see any of the invoices. You can, and should be doing better than this.

I need this issue addressed, and am requesting to be contacted by someone who has the authority to work with me until this is resolved. 

Your prompt response is requested.

Sincerely,

......"

Note to Verizon - you should reevaluate your agreement with Victra, they are doing you an absolute disservice.