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:12/08/2025

  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.

  I am a new customer of REMOVED, and this is my first month of service. When I signed up, the advertised promotional price for new customers was $19 for the first month. I have a screenshot of Visibles promotion that clearly shows this offer, and I will be attaching it as supporting evidence.However, when the agent processed my order, I was charged $25 instead.I contacted Visible customer support, and their agent admitted that the incorrect charge was caused by a system glitch. I have a screenshot of the chat where the agent confirms that I did qualify for the promotional price and that the system error caused the overcharge.Despite acknowledging their own mistake, Visible refused to issue a refund.Instead, they added a credit toward my next billing cycle, but this credit only applies if I continue using their service. I do not want to continue because the service has been unusable from the beginning. I experienced extremely poor or completely unusable connection in the areas where I rely on service, making the plan unusable.Visible also refused to provide even a partial refund for the period during which I could not use the service at all. Their position forces me to pay for a service that does not work, and the only remedy they offer requires me to stay with them.Visible declined all refund requests, even though:1.This is my first month as a new REMOVEDwas overcharged due to their system glitch.3.They admit I qualified for the $19 promotion.4.They only provided a credit if I continue service, which I do not want to do.5.The service was essentially unusable in many areas including highways while driving, which is very dangerous 6.They refused to provide any partial refund for the non-functional service period.7.I have attached a screenshot of their $19 promotional advertisement as additional evidence.

  Business Response

  Date: 12/16/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 12/16/2025

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  Shaopeng REMOVED

• Initial Complaint

  Date:12/02/2025

  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.

  Visible Wireless mishandling of my account, failure to resolve multiple open cases, and allowing an unauthorized port-out of my longtime business phone number REMOVED.I originally ported this number into Visible and paid for service. My service was active and functioning until my account began freezing and preventing me from updating my payment method. I opened multiple support cases in 2023 and 2024 regarding this issue, none of which were resolved.During this period, my number was taken over by an unauthorized party. REMOVEDhas documented this incident as an account takeover. My number later appeared active on Cricket Wireless without my authorization.When I returned to Visible with my IMEI, Visible agents refused to provide:My original account number My port-out PIN Any resolution to my open case numbers Visible now claims my number was never active, despite the fact that:I paid for service I used Visible service for a period of time I have emails, transcripts, and billing records proving the account existed REMOVEDagents created multiple case numbers for my account Previous agents acknowledged the active account REMOVEDalso claims that all of my case numbers do not exist, and that my account was automatically terminated, despite the unresolved issues and open cases.Visibles contradictory statements, failure to provide required account information, and refusal to investigate the unauthorized port-out constitute negligence and violation of FCC consumer protection and number portability rules

  Business Response

  Date: 12/12/2025

  Please see our attached response for the received BBB complaint.

  Customer Answer

  Date: 12/12/2025

   
  Complaint: 24218489
  
  I am rejecting this response Visibles response does not resolve my complaint and mischaracterizes both the facts and my cooperation.
  
  
  Visible acknowledges that the phone number in question was active on their network from REMOVEDand was ported out. This directly confirms that I was a Visible customer, contrary to the implication that my account information could not exist.
  
  
  Visibles claim that records could not be located due to the age of the account reflects an internal data retention isREMOVED, not proof that unauthorized or disputed charges did not occur. A companys inability to retrieve historical records does not invalidate a customers claim.
  
  
  I provided all identifying and payment information reasonably available to me for an account that is several years old. The existence of multiple email addresses or payment methods over time is normal and does not constitute inconsistency. Any discrepancies stem from the passage of time and Visibles own system limitations, not from false statements.
  
  
  The inclusion of language suggesting I threatened to REMOVEDis irrelevant to the facts and appears intended to discredit me rather than address the substance of the complaint.
  
  
  Visible has not:
  Produced billing records disproving the charges
  Explained why confirmed service history cannot be tied to billing records
  Offered any remediation or escalation
  
  
  I am requesting:
  
  
  A documented billing history review for the confirmed REMOVEDservice period
  Written clarification of Visibles data retention and record-purge policies
  Escalation to a senior compliance or billing review team
  
  
  
  
  This matter remains unresolved.
  
  
  

   

• Initial Complaint

  Date:11/28/2025

  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.

  Date of transaction: September 17, 2025 iPhone 11; my cash price $ REMOVED- Visible / Assurant refund: $70.00 Visible was committed to providing me with $35.00 trade-in and then doubled it to $70.00 Nature of the dispute: (Fraud) Visible maintains the refund sent by email to me from REMOVEDin the form of a pre-paid MasterCard.Visible tried to call me 11.21/25 after a phone-bot chat on November 11, 2025. Subsequently,Visible sent me an email _167.jpg, _168.jpg to inform me my refund had already been REMOVEDwas never received.The issue does involve Visible's advertising on their website involving their trade-in policy once a new phone is purchased. Their fulfillment partners [REMOVED, Hawkmarketplace] are not mentioned. There are several instances stating complaints with Visible about their fraudulent trade-in program and no resolution available to the individual.

  Business Response

  Date: 12/02/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 12/03/2025

   
  Complaint: 24202797
  
  I am rejecting this response because:

  Cade ID # REMOVED- REMOVEDWirelessl
  To
  REMOVED
  Cade ID # REMOVED- REMOVED[Wireless]
  X
  Cc Bcc
  REMOVED.
  Thank you for your assistance with my case involving REMOVEDfor receiving a credit for the iPhone 11
  I assure you that I have done everything in good faith to cooperate fully with Visible and to be eligible
  to receive the trade-in offer for my iPhone 11. I have documentation that I previously shared with The
  Better Business Bureau of my communications with Visible.
  

  1) I have a copy of The Merchandise Return Label: 9218-7902-5048-3703-2397-49 for REMOVEDGround
  Advantage.
  2) I have the receipt from the REMOVED, REMOVEDfor the return dated 9/24/2025 at 1:33 PM.
  3) A call was made to my number from an unknown caller twice to my iPhone 16 on 11/21/2025
  4) The phone logged the call at 9:06 am on 11/21/2025. No attempt to leave a message by the caller.
  5) The 2nd call I did attempt to answer the call after I saw the message displayed : REMOVEDSupport
  6) The caller hung up and I attempted to answer the second call and then was connected to some
  arcane voice mail recording.
  7) I sent the 11/11/25 email that Visible sent me regarding the trade-in Apple iPhone 11. It does
  confirm Visible's offer of $70.00 for the trade. It tells me to expect an email from
  REMOVEDby October 19, 2025 with my trade-in virtual gift card.
  8) Visible nor Assurant has not sent me any such email from REMOVED
  Finally, I sent a copy of the reply from Visible date November 21, 2025 at 10:55 AM and
  Visible states they made every attempt to contact me on that day, but, were unsuccessful
  Additionally, they state the trade-in offer had previously been made?
  How does a phone company (Visible) make a refund for a trade-in cell phone device by a
  virtual MasterCard made available to the sender in their email? It was never sent
  This evidently is a ploy by this business to motivate current cell phone customers to trade-up
  their current device and then offer them this smoke screen process of refunding the trade-in
  dollar amount. Their are several instances published on-line regarding their failure to act as

  they have promised.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 12/05/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 12/05/2025

   
  Complaint: 24202797
  
  I am rejecting this response because

  
  Your options continue to be totally worthless of what I expect.  Hawk Marketplace is not a valid business to handle this dispute.

  I want my REMOVEDrem;">Apple iPhone 11back and I want it returned to me promptly.  $70.00 from a vendor doing business as Assurant and

  via REMOVEDis not an honest way to deliver a refund or trade-in for a clients Apple iPhone 11.

  REMOVEDrem;">REMOVED, your explanation to The Better Business Bureau is a complete lie and you continue to give false reference to not being able to

  REMOVEDrem;">contact me at my email or my mobile telephone number.  Stating that the matter is resolved because you imply you have offered

  REMOVEDrem;">resolution to (me) the customer is false.  You have failed deliver on both accounts of the previous refund offer and the one that

  REMOVEDrem;">was promised December 4, 2025 by phone and by your email.  The phone is my property and Visible must return it to me to

  REMOVEDrem;">make this satisfactory.  

  REMOVEDrem;">I will not drop the matter with The Better Business Bureau until my request is satisfied.  

   
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:11/23/2025

  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.

  Visible charged me more than the amount I authorized due to a system failure on their checkout page.When I placed my order, the checkout total clearly showed $120, and this is the amount I agreed to and authorized. I have a screenshot of the checkout confirmation page showing the $120 total.However, after the order was submitted, Visibles system incorrectly split my order into two separate charges without my consent and charged me more than the displayed total. Visibles support team has explicitly acknowledged that:The checkout page displayed an incorrect total due to a system/UI failure.The system failed to separate charges properly and the amount billed was higher than the amount I authorized. I only authorized $120 shown at checkout.Despite admitting that the incorrect charge was caused by a system failure, Visible refuses to correct the unauthorized overcharge. They insist that the only way to fix the billing error is for me to return the devices, even though the overcharge happened because of their system, not because of any action on my part.This is not a return request. This is a billing error / unauthorized charge issue. Visible is attempting to apply a device return policy to avoid correcting an overcharge that resulted entirely from their own system malfunction.I am seeking BBB assistance because Visible will not correct the unauthorized charge despite acknowledging the system error that caused it.

  Business Response

  Date: 12/01/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 12/01/2025

   
  Complaint: 24184519
  
  I am rejecting this response because:
  
  Visible still has not addressed the central issue: the amount I authorized at checkout was $120. Visible charged $780 instead. This is an unauthorized charge.
  
  Visible has provided no evidence that I ever agreed to or approved a $780 total. They did not produce a checkout page, invoice, or confirmation showing a $780 authorization, because none exists.
  
  Visible admits there was a system glitch, yet they are attempting to shift responsibility for their own system failure onto the customer. Accusing me of intentional exploitation without any evidence is inappropriate and unprofessional.
  
  This complaint is not about promotions. It is about the difference between the amount displayed and authorized at checkout ($120) and the amount actually charged ($780). The business has not provided any legitimate justification for charging an amount I did not authorize.
  
  I request that BBB maintain this complaint open until Visible provides:
  
  1. Proof that I authorized a $780 charge
  2. Proof that the checkout page ever showed $780
  
  Until these are provided, the issue remains unresolved.
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:11/23/2025

  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 against Visible Service LLC (owned by REMOVEDWireless).My original order included an iPhone 14, an Apple Watch, and the Visible annual plan. The total amount for the entire bundle was supposed to be only $120, as advertised.I paid using REMOVED. However, instead of the $120 total charge: REMOVEDcharged me $330 without my authorization. My REMOVEDcredit card was charged an additional $450.These two charges ($330 + $450 = $780) are completely unauthorized and far above the agreed $120 total.When the courier arrived, I refused delivery at the door. A refusal signature is NOT acceptance. The package was never delivered into my possession.Despite my refusal, the courier incorrectly marked the package as delivered. Visible is now refusing to refund the unauthorized charges. They are requiring me to file a police report, submit a courier loss claim, and provide IMEI numbers for devices I never received. These requests are unreasonable and not standard consumer practice.I am requesting FCC assistance to require Visible to:1. Refund the $450 charge on my REMOVEDcredit card.2. Refund the unauthorized $330 REMOVEDautomatic payment.3. Correct my account to reflect the originally intended $120 total.4. Stop requiring inappropriate steps such as police reports and courier claims.Thank you.

  Business Response

  Date: 12/01/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:11/21/2025

  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 Visible+ annual plan and iPhone 13 on Nov 27, 2024 for a total price of $395. The terms of service clearly state the phone would be unlocked 60 days after activation. Here are the exact unlock terms at time of purchase: "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 activated the included iPhone 13 on Dec 3rd, 2024 and received a Text Message verification from Visible.After 60 days, my phone was still locked. I contacted Visible and they claimed the phone didn't activate on Dec 3rd despite them clearly contacting me on this device more than 60 days ago. I met all the terms as specified but they refuse to unlock my phone. I filed a complaint with the REMOVEDas well, but Visible claim the phone wasn't activated. As a consumer it appears to me that the phone was activated and Visible hide under their own claims without providing any proof. My proof is clear the phone was activated and confirmed in the enclosed.I only ask that Visible meet the terms of sale per our agreement; the iPhone 13 should be unlocked immediately or Visible can send a replacement iPhone 13 that is already unlocked.

  Business Response

  Date: 12/01/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 12/07/2025

   
  Complaint: 24178771
  
  I am rejecting this response because the response from Visible makes a claim that my phone was not activated.  The terms of our agreement do not clearly define when a phone is "activated".  They propose that the message that their company sent to my phone wasn't legitimate for some reason of "SOS".  However, this company cannot do business without having clear terms of "activation".  From my perspective, the consumer, my phone was activated.  When I powered on this phone, the manufacturer says it was activated.  I received a message from Visible claiming activation.  All these things point to the fact that the phone was activated.  Visible need to further define these terms in their agreement because we only dispute what is "activated".  

  From my perspective, the phone was activated, meeting the terms to unlock the phone and Visible should fulfill this commitment.  They can refund my money, send me an unlocked phone or simply unlock the phone per the terms of our agreement.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:11/19/2025

  Type:Customer Service 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 Visible Wireless due to ongoing service failures and an unacceptable customer support experience. Over the past two days, my phone has repeatedly gone into SOS mode, leaving me without reliable calling capability. I followed every troubleshooting step provided by Visible, including deleting and re-adding the eSIM, restarting the device, resetting network settings, updating the device software, and updating the Visible app. Despite doing all of this, the issue continues.Visibles customer REMOVEDis extremely limited. There is no phone number to call for support, forcing customers to rely solely on online chat. Throughout multiple chat sessions, agents repeatedly asked the same questions, ignored information I had already provided, and offered no meaningful solution. The support process was slow, repetitive, and ineffective. Instead of diagnosing the issue or offering escalation options, I was left in an endless loop of basic troubleshooting that I had already completed.I am requesting resolution regarding the ongoing service failures and a review of Visibles customer REMOVEDpractices. Customers should not be left without reliable service or adequate support. I will also be sharing this experience across additional platforms to ensure other consumers are aware of these issues.

  Business Response

  Date: 12/01/2025

  Please see our attached response to the received BBB complaint. 

• Initial Complaint

  Date:11/13/2025

  Type:Delivery 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 made an order totaling $120 with Visible. After the order was confirmed and checked out, I was charged twice by visible $330, $450.

  Business Response

  Date: 11/23/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 11/23/2025

   
  Complaint: 24146118
  
  I am rejecting this response because: 1) I haven't used the promotion twice. I simply add phone , cell plan and watch to cart and checkout. The final price is $120 (have order confirmation email and snapshot of checkout as proof.) Because the service plan includes both data plan for cell phone and watch, also the watch is 5 year old model,  I consider Visible is doing promotion to sell the plan and watch in a discount.

  2) Customers should only pay what they see in the checkout page. The amount on checkout page is the amount both sides agree.  It is  Visible's duty to have the correct price displayed. Whats more, Visible silently change the amount charged and hope customer dont notice. This obviously violates the Truth in Lending Act(TILA) and REMOVED(FTC) Act.  In REMOVED, it violates California Business & Professions Code 17500  False Advertising; California Civil Code 1770(a)(5)  Misrepresenting price; California Business & Professions Code 17200  Unfair business practices 

  Sincerely,
  
  Yi REMOVED

• Initial Complaint

  Date:11/13/2025

  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 participated in Visibles phone upgrade program in September 2025. As part of the deal, Visible sent me a prepaid REMOVEDGround Advantage shipping label and box to trade in my old phone so they could pay off my Affirm balance.Device: iPhone 16 Pro Max, 256 GB, White Titanium Affirm Balance: $622.57 Date Shipped: September 24, 2025 Tracking Number: REMOVEDI followed all instructions exactly, using the prepaid label that Visible (through its partner Assurant) provided. The package stopped tracking shortly after shipment and was later confirmed lost in transit by REMOVED. I filed a Missing Mail report and notified Visible immediately.Visibles own representative admitted that my point was valid but said REMOVEDwill take care of the claim. However, REMOVEDconfirmed that only the sender on the shipping labelVisible/Assurantcan file a claim or receive compensation. I am legally not authorized to collect any insurance payout because Visible purchased the shipping and insurance.Despite this, Visible has refused to take responsibility or honor the trade-in agreement. Their agents keep repeating that I must file with REMOVED, even though REMOVEDexplicitly states that only the mailer (the paying account holder) can do so. This constitutes a breach of contract and an unfair business REMOVEDmake matters worse, Visible has no phone number or direct escalation channel. Their customer REMOVEDis entirely chat-based, and front-line agents have no authority to resolve anything. I have spent weeks in chat loops without access to a supervisor or executive contact.The phone was lost while in the custody of their chosen carrier using their label. I should not bear the loss for a shipment that Visible controlled.I am requesting:That Visible honor the trade-in agreement by paying off the $622.57 Affirm balance in full; or Provide equivalent reimbursement for the value of the lost REMOVED#: REMOVED

  Business Response

  Date: 12/01/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:11/11/2025

  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.

  Please, I need your help to resolve an issue regarding my cell phone purchase and he unlocking. I bought an iPhone 16 Pro Max from Visible Services LLC (REMOVED) in July 2025. After activating it, on October 5, 2025, I decided to transfer my eSIM or number to another device. After five days, I returned to the original device and was informed that the 60-day unlock policy countdown had reset. I accepted this without any problem, and since then I haven't changed my eSIM and have used my device normally. I understood that the new 60-day unlock period would expire on November 6, 2025. I contacted Visible to inquire about the status, and the representative told me I had abused the unlock policy and that the device would not be unlocked, without mentioning a new unlock date or providing any other options. Please, I need help with this situation. I've made all my payments on time, and I don't intend to cancel the Visible service, but when I travel, I need to use a different eSIM that's cheaper than paying for a Global Pass every day while I'm outside REMOVED, which is very expensive.

  Business Response

  Date: 11/13/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 11/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED