Complaints

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:05/07/2025

  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.

  I ordered a new iPhone with Visible with a loan through Affirm, but the box delivered was empty, indicating that the phone had been stolen somewhere before transit. Visible said I could get a loan cancellation if I provided a police report, so I filed a police report and sent it to Visible. I didn't hear anything for a few weeks, so I checked back in with Visible, and they said they needed a pdf, which I supplied. I didn't hear anything back for another few weeks, so I reached back out and they said they needed a different format of the police report, which I provided. Despite my requests to confirm receipt with every email, they never did and never told me when they were missing information. Everything had to be initiated by me after I received yet another charge from Affirm. Every time I reached out to support via chat, they told me I didn't need to keep following up, that they would handle everything on their end; clearly that was not the case. After another week with no more information from Visible, I reached out again. They said the latest police report I sent did not have the needed information, despite me looking at what I sent and reading all the information out to them on the phone. They refused to confirm that they received the pdf I sent. I have no idea what I can do to meet their "requirements" and how to proceed. At this point it looks like I'm on the hook for $1099.

  Business Response

  Date: 05/16/2025

  Please see our attached response to the received BBB complaint

  Customer Answer

  Date: 05/19/2025

   
  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:05/05/2025

  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.

  I am writing to file a formal complaint against Visible Wireless (a *******-owned company) for what I believe to be false advertising and unacceptable business practices regarding their phone upgrade policy.I purchased a phone directly from Visible and have been making monthly payments as agreed. One of the key selling points on Visibles website is that once youve paid off 50% of your device, you become eligible for a phone upgrade. I am currently at 90% of my phone being paid off, and despite this, I have not been allowed to upgrade.Over the past 30+ days, I have made numerous attempts to resolve this issue directly with Visible, including:Hours of phone calls with their customer ********************** representatives Multiple email threads with documented communication Following all upgrade steps as laid out on their website Each time, I was told that my case would be escalated or resolved shortly. Yet I am still being billed for the current phone, have not received an upgrade option, and am not getting any resolution or transparency. This delay is not only unjustified but is costing me money and time.I believe this is a clear case of false advertising. If a company promises upgrades at 50% payoff but fails to honor that at even 90%, they are misleading customers and engaging in deceptive business practices. I am requesting the BBB to investigate this matter and take appropriate action to hold Visible accountable. I waited 30 days. I did not want to go this route, but no one is helping me. Just false promises.

  Business Response

  Date: 05/16/2025

  Please see our response attached for the received BBB complaint 

• Initial Complaint

  Date:05/03/2025

  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.

  I started new phone service with Visible on 4/23. I paid $35 for a month of phone service. My phone's service was deactivated after I sent a large number of texts to my contacts to promote my upcoming recital for school. I have sent these kind of messages for a show (as a musician) on other phone service lines, but Visible just cut my phone off due to some system of their's that was triggered. My outgoing messages were perceived as Spam.Initially chatted with Customer ********************** and my phone was reactivated within ***** hrs. I was happy it was resolved.Then, six hours after it was working again, they turned it off again. This time I hadn't sent any large amount of texts, and it seemed like a system error on their part. They were powerless to fix the issue promptly, so I have been w/o a working phone at a crucial time in my school and work life. People cannot reach me and I have to use my wife's phone to orchestrate my business with others (having rehearsal, being in touch with my job, talking to friends/family). It is also connected to our DJ *********** me, since my service is paid for, and the issue had been resolved already, it doesn't make any sense for me to to be waiting 3 days for my service to return. It is a loss for me and has made things difficult for me to manage as I usually do. Unacceptable way to resolve my issue.

  Business Response

  Date: 05/14/2025

  Please see our attached response to the received BBB complaint. 

• Initial Complaint

  Date:04/29/2025

  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.

  "Visible," a cell phone carrier/service provider, is the business in question. Date of Transaction was 10/08/2024, in the amount of $395.00. The business incorrectly told me that my phone was compatible (based on an IMEI search in their database) and, therefore, "eligible" to get their cell phone service. Subsequently, the business accepted my payment on 10/08/2024, as mentioned. Eventually, it was revealed that my phone was incompatible. When I asked for a refund last year, a Visible representative told me to instead "ask my bank for a chargeback." Visible seems to want to use ********** and banks like it, as a vendor for processing refunds. Banks don't grant chargebacks, i.e., return money in these cases, by necessity though. In my case, Visible deleted their record of my transaction soon after October 2024 or, possibly, they soon began concealing that particular information from the view of their customer ********************** representatives; I'd say they do similarly in the cases of many other customers. Of note, I later (in 2025) tried to fix the compatibility problem but got neither help from Visible nor a refund. The business denies my refund despite never, at any time, providing me with the phone service that I paid them for. Of further interest to BBB, Visible seems to deem the banks of their customers as responsible for completing refunds (as evident from the attached image filename "7.png").

  Business Response

  Date: 05/13/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23266413
  
  I am rejecting this response because: the funds have not been returned to my account yet. The email of 12:55 PM today 05/13/2025 is encouraging (from Visible Exec Relations). But the matter is not resolved, as the letter states.

  The letter states the refund will be complete in 3 to 5 business days. So, the matter may be resolved by this time next week.

  In the meantime, thank you & be well.

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

  Customer Answer

  Date: 05/13/2025

  Good evening,
  
  You can mark it as satisfied. I got the money back. It wasnt in my account when I sent my response saying unsatisfied.

• Initial Complaint

  Date:04/28/2025

  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.

  Would not cancel an order for a phone anbd service after it was placed, refused refund for item after I was informed that it was free. Was told my only option was to file for charge back with my bank. Was told that I could get a refund for the current service I had and had paid. Today they tell me I cant get a refund for that either. Nor the service Ive paid ahead even though Im not going the receive the service. The customer ********************** was terrible, I was told numerous times I could not speak to a manager and that there were no solutions available besides filing a charge back which I also couldnt do because the charge is still pending with my bank because the order has not shipped iPhone 13 and data service and fees totaling $305.81 . Current service payment was for *****

  Business Response

  Date: 04/23/2025

  
  Dear BBB, 
  
  Thank you for contacting *************** of Executive Relations regarding ****** ******** complaint.  In her/his complaint, received on 04/22/2025, regarding your ******* wireless service.
  
  Upon further review, weve determined the customers concern should be addressed by our ******* Wireless team.  Per BBB guidelines, please forward Deasia ******** complaint to the appropriate ******* Team.
  
  Email:      ***********************************************************************************
  Address:  P. O. Box 10
                 ******, *******; 07101-0010
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  Sincerely,
  ******* Executive Relations Team

  Business Response

  Date: 04/24/2025

  Please see attached response.

  Customer Answer

  Date: 04/28/2025

  
  Complaint: 23235630
  
  I am rejecting this response because:
  They are still giving me run around. I want a solution. Further more, the phone arrived and I was not home AFTER being told and assured that the phone would not be left. I asked for a return shipping label. One was never provided. And quite frankly, I dont even feel comfortable shipping it back. Because after being lied to multiple times, Im sure the company will find a way to keep my money even after they have the phone back (that never shouldve even shipped or gotten left at my door). I want a real solution. Im tired of being transferred here and there, being told conflicting, misleading or inaccurate information and just simply being disregarded as a consumer. 
  Regards,
  
  ****** ******

  Business Response

  Date: 04/28/2025

  Please see the attached letter.

  Business Response

  Date: 05/13/2025

  Please see our attached response to the received BBB complaint

• Initial Complaint

  Date:04/27/2025

  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.

  Complaint Against: Visible (a ******* company)Complaint Type: False Advertising / Failure to Honor Stated Policy Date of Incident: April 26, 2025 Date Device Purchased: February 25, 2025 Description of the Complaint:I am filing this complaint because Visible Wireless has failed to honor its published unlocking policy, amounting to false advertising. Per their official website, Visible states:"Any smartphone purchased from Visible will be locked for 60 days from the date the device was activated on the Visible account associated with the purchased device. Once the 60 days are up, your device will be unlocked automatically."I purchased a smartphone from Visible on February 25th, 2025, and activated it the same day. This activation date was confirmed by a Visible online chat representative. However, when I contacted Visible on April 26thmore than 60 days laterthe phone had still not been unlocked.Visibles reasoning was that the phone had not been "used" for the full 60 days, despite being activated. This condition is nowhere mentioned in their publicly available unlocking policy. Their representative also could not provide a clear explanation of what constitutes use or how long my phone had been "used."This lack of transparency and failure to unlock the phone as promised is misleading, unprofessional, and directly contradicts their stated terms. I believe this constitutes false advertising and unfair business practices.Requesting for my phone to be unlocked immediately and if not be refunded or my payment of $395

  Business Response

  Date: 05/13/2025

  please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:04/25/2025

  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.

  I purchased a device from ********************** based on the understanding that the device will be unlocked automatically after 60 days. I transferred my cellphone service to another device I prefer to use. Visible refused to unlock it after 60 days saying that the device not only needs to be activated but also I had to maintain the service on it. No where in their unlocking policy is this explicitly stated.Visibles unlocking policy Any smartphone purchased from Visible will be locked for 60 days from the date the device was activated on the Visible account associated with the purchased device. Once the 60 days are up, your device will be unlocked automatically.

  Business Response

  Date: 05/13/2025

  please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:04/25/2025

  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.

  Dear BBB Complaint Team,I wish to file a formal complaint against Visible Wireless (a ******* subsidiary) regarding their failure to unlock my iPhone13 (IMEI ********************************** after the 60-day period specified in their Device Unlocking Policy (*******************************************************************). I activated the phone on first week of Febraury 2025. Despite fulfilling all service and payment obligations and contacting Visibles customer ********************** multiple timeswhere representatives agreed the phone was eligiblethe device remains locked as of April 25, 2025.Visibles own policy and the **** CTIA-mandated unlocking rules guarantee automatic unlocking after ************************ good standing. I have neither terminated service early nor been flagged for fraud. Visible has thus failed to honor their policy and applicable federal requirements.Details:Account Holder: ***** ***** Account Number: ************ IMEI1: *************** IMEI2: *************** I seek BBBs assistance to compel Visible/Verizon to unlock my device promptly. I appreciate your help in mediating this matter and look forward to your guidance.Thank you,***** *****

  Customer Answer

  Date: 05/05/2025

  Hello, I'm reaching out about my complaint ********. Company reached out to me directly and solved my case. I'm satisfied with the outcome, we can close the case. Thank you very much for your help!
  

• Initial Complaint

  Date:04/22/2025

  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.

  I am filing a complaint regarding a defective phone I received from Visible. Upon delivery, the phone had visible screen damage (several cracks), and shortly afterward began to malfunction it would not turn on reliably, and the screen would intermittently go black. I initially hesitated to return the device because I urgently needed a phone and am currently on disability, which limits my ability to access typical return methods. However, as the device became unusable, I reached out to Visible to request a refund.While I understand the existence of a return window for standard returns, this policy should not apply to defective or damaged products, especially when the malfunction appeared shortly after the return period. The physical damage was present upon arrival, and the functional issues only became apparent after use.I also informed Visible of my disability and the challenges it creates in using their return process, but their support team remained rigid and unhelpful, offering no accommodation or resolution. I was also told by an agent that I would receive a call from a supervisor, but that follow-up never happened.

  Business Response

  Date: 05/07/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23239007
  
  I am rejecting this response because: *** has been unresponsive in her emails and I have had to go the extra mile to receive a reply. She also did not include everything and how she failed to accommodate my disability. For the past week, she has not responded, which adds another layer to *******/Visible's discriminatory practices. When she did respond, she sent prewritten responses. Below is what I sent her, all in regards to my disability, that she has ignored. I expect a prompt response, but more importantly, a resolution that is accommodating.

  Emails:

  First email:

  I am currently on disability and bed-bound, making it impossible for me to return the item. I can provide hospital documentation. Additionally, the email states that the item must be shipped back in "like new" condition. I am not willing to risk injury by getting out of bed to return it, only to potentially have my refund denied, especially since the phone is in poor condition due to Visible/******* sending me a defective device. An exception should be made in this case. The phone costs only around $100, which is a small amount for a company like *******. I believe this is the least they can do given my circumstances and the extra challenges I've faced with Visible/*******. 

  Second/third email: 

   Just because you repeat yourself doesnt make your statements correct or valid. You are not being helpful. The issue falls outside the 14-day window because severe problems began occurring after that period. This situation is nobody's fault except ********* and Visible's for sending a defective device. I am not returning it and risking injury, especially since ******* and Visible do not care about their customers. It appears that you would prefer customers to injure themselves over a cheap, damaged phone that wouldnt cost you or this company anything. Due to my disability, I cannot return the device at this time, which I have said more than once. You have the ability to issue a refund for the device. I have researched and found that the escalations team has done this before, which suggests that you are selectively deciding who receives refunds. Despite this, you are refusing my request, even though there is a significant risk of injury to me.

  Final email: 

  If I do not hear a response from you by the end of this week on a resolution that works for both parties, I will be forced to dispute and seek legal advice and action. This is discriminatory due to my disability. I hope it does not have to get that far as I would prefer to resolve this directly with *******/Visible. Thank you for your time.
  

  Sincerely,

   **** ****
  

• Initial Complaint

  Date:04/18/2025

  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.

  I bought the Pixel 9 on Visible on 3/13/2025 price 799 using the no interest loan on Affirm app (loan number SZO0-IWA6), the Visible order number is ********. Visible sent me the phone and I received it on 3/14/2025. Due to the device ********************** signal is not too good and not fit my car phone holder so I requested the return of the device on 3/24. I reset the device put in the package and dropped it off at *** on 3/27 and I tracked the *** that Visible got the phone back on 04/01/2025 I chat with the customer ********************** they informed me the refund should be 14 days and I wait until 4/16/2025, I contacted Visible back and they filed the escalation with the case number: (08213555)On 4/18/2025, Visible called me and informed me they unable to refund me due to I sent the device after their 14 days returned policy but I informed them I sent it on time and if they not refund me they can send my device back and they denied both because they informed device back to warehouse and unable to resend back to me. They told me to dispute with ******, the loan company.I called ****** to dispute them immediately after that and Affirm currently open me the dispute and I uploaded all the information and it is in process I used Visible service for almost 4 years now **** believe I received the phone on 3/14 and dropped off the delivery on 3/27 is ************************************************************** back the device. They denied both and now I have to deal with $799 loan without phone.Please help me to contact them because this is not right.I am looking forward to receive the help

  Business Response

  Date: 04/29/2025

  Please see our attached response to the received BBB complaint.