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:02/07/2025

  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.

  I am submitting this formal complaint against *******/Visible regarding ongoing service issues and unfair business practices related to my mobile account (Case #******************* have been unable to receive calls due to a "Call Restriction Announcement 803," which has persisted despite multiple attempts to resolve it with the carrier. As I am currently traveling abroad, this service disruption has significantly impacted my ability to communicate, causing major inconveniences in both my professional and personal life.Upon contacting Verizon/Visible for assistance, I was informed that activating the Global Pass feature could resolve the issue. However, I find it unacceptable that I am being asked to pay an additional $10 per day for a service that previously worked without extra charges. This appears to be an attempt to force customers into unnecessary charges rather than addressing the core service problem.Additionally, I have requested a refund for the current billing cycle since I have not been receiving the service for which I am paying. It is unreasonable to be charged for a service that is not being delivered.I am deeply concerned that Verizon/Visible may be engaging in unfair and deceptive practices by restricting essential services unless customers pay additional fees. This practice not only misleads consumers but also coerces them into paying more for features that should be included in their existing plans.

  Business Response

  Date: 02/17/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22915111
  
  I am rejecting this response because:
  

  Please refer to attach pdf document.

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

  Business Response

  Date: 02/20/2025

  Please see our attached response to the received BBB rebuttal.

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22915111
  
  I am rejecting this response because:
  
  I must respectfully clarify and address several points mentioned in your reply:
  
  1: WiFi Calling Activation:
  
  The statement that WiFi calling was activated after leaving the **** is false. **** calling has been consistently enabled on my device for the past two years, and I have used it without issue while abroad during prior travel.
  At no point did I deactivate WiFi calling, nor did I receive any indication that it was not functioning correctly until this issue arose. My phone has worked without interruption in the past, and it was not the case that I only activated WiFi calling after leaving the ****
  Failure to Address Core Issues:
  
  Your response does not address the core issues I raised in my initial complaint, particularly the lack of resolution to the persistent service issue. Despite multiple troubleshooting attempts, the issue of "Call Restriction Announcement 803" remains unresolved, and no meaningful solution has been offered.
  There has been no explanation as to why the service that was previously functional has suddenly been limited, nor has there been any clear explanation of why WiFi calling now requires the Global Pass when it was previously functional without it.
  

  2: Inadequate Credit & Refund:
  
  The one-time courtesy credit applied to my account does not address the severity of the situation.

  
  3: Misleading Claims:
  
  I also must point out that your response continues to focus on the suggestion to purchase the Global Pass as a solution. This has been a recurring suggestion without any real troubleshooting or resolution of the underlying issue. Additionally, the insistence on purchasing this $10-per-day service, which was never disclosed as necessary in my original plan, is misleading.
  
  Sincerely,
  ****** *****

• Initial Complaint

  Date:02/07/2025

  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.

  Today 2/7/25 I tried leaving visible wireless and they basically held my phone number hostage in an attempt to keep my service. I spent 4 hours dealing with them and the issue is still not resolved. The new service provider still does not have access to my phone number.

  Business Response

  Date: 02/18/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:02/07/2025

  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 purchased a iPhone 13 from Visible and activated it back on Dec 05, 2024. It was carrier locked to Visible and is supposed to automatically unlocked after 60 days after activation according to their unlock policy - ***************************************************************************, it's been over 60 days and my device is still locked, so I reached out to Visible today and was told that the device has to be continuously used for 60 days to get unlocked. If I don't have the *** card in the phone, then it's not considered being actively used and is not eligible for unlocking it. My point here is this is not clearly stated in their policy. Their 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. " This policy states that my phone should be unlocked after 60 days from the activation date, regardless being actively used for 60 days or not. To resolve this, I would like for Visible to unlock my device as soon as possible, or provide an unlocked iPhone 13 to ******* is some of the info to locate my account - Name on the account: *** ***** Account number: ************ Phone number: ********** IMEI1: *************** IMEI2: ***************

  Business Response

  Date: 02/14/2025

  Please see our attached response to the BBB complaint received. 

  Customer Answer

  Date: 02/14/2025

   
  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:02/06/2025

  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 bought an iPhone 13 from Visible and activated on Dec 04. At that time I called Visible *** to help me switch to a new device after the iPhone has been activated and continued to use my number on a new ********** per ********************'s Device Unlock Policy (pasted below), I'm expecting my iPhone 13 to be unlocked but Visible is denying it stating that I cannot switch devices prior to 60 days or it would not UNLOCK the device. This is stated nowhere or told.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.Pls help unlock the device. I have spoken to Visible ***s and they are also helping unlock the phone.

  Business Response

  Date: 02/14/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 02/17/2025

   
  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:02/04/2025

  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: 22888962
  
  I am rejecting this response because Visible is a ******* company. As Visible is unwilling to resolve the issue, ******* should be held responsible for making sure this gets addressed. Its not my responsibility or that of the BBB to redirect complaints within the company. 
  

  Verison should be held responsible for actions of its own company. 
  
  
  
  Regards,
  
  ****** ********

  Business Response

  Date: 02/04/2025

  Hello,

   

  Please see the attached misdirect/redirect letter.

  Customer Answer

  Date: 02/04/2025

  I have had ongoing problems with Visible by ******* They are refusing to unlock my phone which should not have been locked in the first place. They explained that someone added the **** number just yesterday and they can't unlock it now for another 60 days. This after a 2 month wait for a credit on a phone never delivered. I want out of this service immediately and my phone unlocked so I can transfer to another. There is no customer ********************** there and ******* should be ashamed of what they put people through

  Business Response

  Date: 02/17/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22888962
  
  I am rejecting this response because it in no way represents all the time I spent listening to different excuses and blaming for their ability to unlock the phone. It cost me a significant amount of money for a temporary replacement and my time. This is THE WORST example of customer ********************** ever. They will go out of business no doubt. It took the Exec more than a couple days to get it done and she only had fixed it. What a joke. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/04/2025

  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.

  ******* business WiFi service has been over charging for the Last 10 months charging extra fees and shutting service on and off.

  Business Response

  Date: 02/04/2025

  P.O. Box 10
  *****************-0010
  
  
  February 04, 2025
  
  
  
  Better Business Bureau of **********
  **************************************** Rd. Building A, Suite 202
  *************************
  
  RE: Complainant: ***** *****
        Complaint Number: 22847956
  
  
  Dear Ms. **** *.:
  
  Thank you for contacting *************** of Executive Relations regarding **** ******* 7188865's complaint.  In his complaint, received on 2/2/25, **** ***** expressed frustration with the extra charges and dropped signal for business wifi with extra charges in billing.
  Upon further review, weve determined the customers concern should be addressed by our Visible team.  Per BBB guidelines, please forward **** ******* 7188865's complaint to the appropriate ************. This request needs to be sent to the ******* Business team. 
  Email: ****************************************************************
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  Sincerely,
  John 
  Executive Relations Analyst
  
  

  Business Response

  Date: 02/11/2025

  Please see our attached response to the BBB complaint received.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22847956
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/02/2025

  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 an iPhone 13 from Visible on Nov 26 and got activated on Dec 2. Per the Visible 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." However, till now, on Feb 2, the device has not been activated automatically. When I contacted an online agent, an agent named "May" refused to unlock the phone. I would like to complain about Visible as well as the agent I contacted and urge them to unlock the phone ASAP. The **** of the phone is **********************************

  Business Response

  Date: 02/11/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:01/29/2025

  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.

  The promotion was for a $250 gift card. The terms were switch to Visible, bring your phone number, pay three bill cycles and you will receive a $250 gift card by e-mail. This is stated clearly on their website. I have met those terms and they are now saying it was only eligible for a purchase of certain phones. This is not a term that was disclosed to me at purchase nor is it on their website. It is a scam and has been happening to many others as well. It is purposely misleading and fraudulent. I confirmed the gift card with the *** at purchase. He simply wrote, after the 3rd billing cycles you will receive a GC by e-mail. He certainly knew which phone I was purchasing, he was selling it to me. Here is a link to the promotion. ********************************************************************** I have also uploaded a screenshot.

  Business Response

  Date: 02/07/2025

  Please see our attached BBB response. 

• Initial Complaint

  Date:01/28/2025

  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.

  I purchased an upgrade from visible to increase the number of devices I could connect to my hotspot. I also committed to paying for the whole year. $395. the hotspot worked for about two hours then quit. my phone was on their approved list. now they claim it is not ******. they will not refund my money. and now they are ghosting me on customer **********************. they admitted they were wrong in an email and they even sent me a new SIM card

  Business Response

  Date: 02/07/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:01/28/2025

  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 signed up for service under the company Visible who i sponsored by *******. I ordered a sim card for my Galaxy Note10 which is unlocked I paid for the first month$20. I then recieved the sim card on january 14th. I followed the steps online and my phone refused to activate. It shows active but i cant call or recieve calls the internet is slower than my government phone. I tried contacting them via chat. It seems im only recieving automated messages. i tried email and no response. i looked up a number online and they kept redirecting my calls to a looback to the menu. Everytime someone does answer they get disconnected. i tried calling ******* and they say they have nothing to do with it. They told me the number ********** was registered to a corporate business. Im starting to think this is a scam. they also charged my account on the 14th two more times with totaling of $60. They also offer free trials which they said i wasnt eligible for as to no reason why not. that is false advertising and also with having ******* under there name and logo but nothing to do with eachother makes me think anoother red flag. i triend cancelling service and they notified me it would end feb 14th and again in their ad if u dont like the service you can cancel anytime before 30 days. i cant use the service so what am i paying for? its like the company is one big scam.

  Business Response

  Date: 02/09/2025

  Please see our attached response to the BBB received.