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:12/15/2022

  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 requesting a refund of the $25 Service fee because the service was Never used because I could not get the cell phone sent by Visible to work. I was told by the chat agent that once Visible received the cell phone I would receive my refund. However, I was only granted a refund for the cell phone. I am also due a refund for the Service charge since I could not use the Service because the cell phone that I ordered from Visible did not work and thereby could not be activated. I contacted Visible via chat numerous times and requested a callback but the issue was never resolved. I also never received a call back as promised. The above cell number ************ never worked and was never activated for my account.Order Phone: 11/15/2022 Device arrived but did not work.Returned Cell PHone 11/19/2022 Please refund the service charge of $25. I have canceled the account, and I've never ever used the service because Visible sent me a "nonworking" phone which I returned.

  Business Response

  Date: 12/19/2022

  Response attached

  Customer Answer

  Date: 12/19/2022

   
  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,
  
  *********************

  Customer Answer

  Date: 03/10/2023

  To Whom It May *********************** checked my bank account and never received any refunds from Visible.
   
  I need the refund of the $25 and the other amount I believe of $50.
   
  The original credit card used at the time of the purchase has been closed so I'm not sure if they can still use that information to process the refund or they need my new credit card number.
   
   
  Thanks for your assistance.
   
   
  ***************

  Business Response

  Date: 03/15/2023

  This member will need to follow up with the merchant as the refund was issued to the payment method on file.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 18597018
  
  I am rejecting this response because:
  

  I contacted the merchant and they stated that they never received a refund from Visible.  PLease have visible to submit documentations or I can provide a different credit card for Visible to process the refund.  Tell visible to give me the confirmation  number and attach paperwork showing they gave the refund.  Otherwise, I can provide you with another credit card to process the refund.

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

  Business Response

  Date: 03/27/2023

  As advised, the refund was processed and sent to the card on file as well as the refund for the purchased device. If the card is no longer active and the merchant is advising that they have not received the refund of $25.00, the transaction wasn't processed and declined by the bank. Visible is only able to offer a refund to the card on file or the other option is to send a gift card to the member. An email was sent to the email address on file with a redemption code to redeem the gift card. 

• Initial Complaint

  Date:12/15/2022

  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 switch to the service almost 2 weeks ago and I tried adding a cellular Apple Watch but I had issues immediately trying to add it. Contacted support and they said they woke fix it but never did. I tried again after that sometime last week only for them to email me today and say it is fixed and it in fact is not. Then after getting that email saying it was fixed I found out they broke service on my iPhone and I was getting texts saying they cant call me and I tried on my phone and it goes straight to voice mail. I dont know why that is. Didnt have that issue before until today once I got that email saying they fixed the issue on adding my cellular Apple Watch to my service and it still will not work or add it and then they broke my service on my phone. I havent had this account long and have already paid for both the service on my phone and the watch and have yet to enjoy them working 100 percent since day one off starting service without them breaking something in the back ground. I believe they dont even know what they are doing of they continue to brake stuff on there end to resolve an issue and they are bad at it. So Ive watched money only to continue to have them continue to break stuff and have yet to even resolve and issue. Its is just really frustrating and you cant even call customer support you can either go on there website and do a text chat from there or sent a Privet message through ******** or ******** Thats it. Cant call to complain about there team and how they have yet to fix anything or nothing. So figured I can just do it here. I cant get in touch with with any other way to file a complaint about how they have done nothing but case more issues for me and been able to fix anything without breaking something and that they need a better team. Or ******* themselves need to reevaluate this company because I think they own it but are hands off on it and let them do there own thing.

  Business Response

  Date: 12/22/2022

  Response Attached

• Initial Complaint

  Date:12/15/2022

  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.

  On 12/14/22- 12/15/22 I was waiting for visible service chat again....in line for 30min from number 47 around 11:00pm, because they do not allow you to speak to a live agent which is pure laziness and cheap on the company and makes technical difficulties almost impossible. The agent came on 30min later and I had to tell him everything and at times he would constantly ask "are you there? did I lose you?" If I did not respond in less than 30 seconds, it is very annoying . I mean to explain my situation it is very hard to do over chat and fast! I needed to switch over my sim service to my new phone and also had needed to get my password reset until I realized I had the wrong email so I was good on that end. The agent kept wanting me to go through the reset process and then I had to explain to him that I figured it out. Once I did, my old phone service suddenly stopped working and when I tried to log into the app again it would send a verification text to that now would not go through because no phone service. He kept saying to log in and I told him I could not my service is not gone out of no where. He then told me to delete the app on my new phone (which I was chatting with him on), and to turn off my phone then add the app and try to login and there should be steps to activate my new phone. Well that did not happen I lost contact with him and got the same result no working service and no way to login. Had to back in the que at 45...it is now 1:05am 12/15/22 and I have no service. I have a long work day tomorrow this should not be this hard and that agent was so wrong. The customer ********************** no matter how nice lacks efficiency on the technical side of things. Here I am spending another 30min of my life repeating myself by TYPING....

  Business Response

  Date: 12/21/2022

  Response attached

• Initial Complaint

  Date:12/15/2022

  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.

  Discovered visible a little over a year ago, thought service was okay for the price as it was much cheaper than traditional big phone companies as it used the same towers, but would slow down if congested however not an issue at all for me. I liked the service so much I enticed my entire family to switch as well as a few extended family members. This is about 7 people not including myself and we have been on this service for a while. Just recently I purchased and received an iPhone 14 Pro *** for my dad about 4 days ago. Ofcourse his existing service with visible was working and I was told through multiple emails and platforms the switch would be easy so I went on with it. When the new phone arrived I tapped on visible's "transfer is SIMple" option and bam within seconds I was told my eSim was activated (no other option sim card trays no longer available). So I took a look at the old phone and bam service was cut-off and bars lit up on the new one! I thought that was it! I made a phone call with the new one and it went through! Bingo. Guess what? Flash forward a day later and my father is hours away from home and he has no data or sms bringing my cancer patient grandmother to the hospital... A nice gesture went from a really bad one when we realized it was just phone calls visible allowed to go through...That night I went back to the phone deleted the eSim and redownloaded it as many times as customer ********************** directed me to with absolutely no luck. My excitement and motivation to get my fathers new phone working kept me patient and hopeful with visibles very enticing, but very clueless customer ********************** reps. They're almost trained to give you false hope! Flash forward about 72+ hours later and I am locked out of my visible account, not only can I not port out my number because there's no access, my bill can run for months and months and my father's number is locked up and hostage for 3-4 days and counting and I cannot do an absolute thing but wait and pray.

  Business Response

  Date: 12/19/2022

  Response attached

• Initial Complaint

  Date:12/14/2022

  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.

  In my last complaint, I referenced a $200 gift card promotional I should have gotten. In Visibles response, it claimed I didnt qualify for that because I didnt buy an iPhone from them, but that I would instead get a $50 gift card. Well, its been months and no gift card.

  Business Response

  Date: 12/16/2022

  Response Attached

• Initial Complaint

  Date:12/14/2022

  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.

  On November 28th, 2022 I placed an order with Visible for an IPhone 14. Included with the purchase was a $250 gift card after three months of service and a pair of Beats Studio Buds after activation and porting my number over. I contacted visible on December 14th to inquire as to why I hadnt received the earbuds. The rep that I spoke to advised me that I wouldnt receive the code to redeem them for three months which is not what was listed in my email that I have attached below.

  Business Response

  Date: 12/16/2022

  Response attached

• Initial Complaint

  Date:12/14/2022

  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.

  Hi, I bought a Iphone 14 plus from Visible.com in 11/26/22(Order #********),I saw they has two promotions in website,one is Free Beats Studio Buds,another is $300 Gift card(must finished third payments),The promotion condition of Beats Studio Buds is activated Visible service and transferred my number from another carrier, I finished it in 12/05,but I didn't received promotion code of Beats Buds,and I connected their customer ********************** through ****************** said I need finished third payments and contact them again.It's different their promotion disclosure,you can check the attach file(their order email) I provided and help me solve this problem.Thank you very much!

  Business Response

  Date: 12/16/2022

  Response attached

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18575161
  
  I am rejecting this response because:Visible's mistakes need to be borne by consumers. I can't agree with this point. Forget it. I just want to publish the bad behavior of the Visible so that others can see it.

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

• Initial Complaint

  Date:12/14/2022

  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.

  bought service on Visible by ******* sent me a sim card followed the instructions did not work and switched to ********* ******** told me that Visible had my phone number and had to get Visible to release same after countless days hour Txting was told I would have to be charged again, and I was charged and paid by credit card. I never used the service and want to be reimbursed and my phone number released to ********, please help me.

  Business Response

  Date: 12/16/2022

  Response Attached

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18550686
  
  I am rejecting this response because:made contact added additional information have not received any further contact with or from Visible by *******,

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

• Initial Complaint

  Date:12/14/2022

  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 signed up for service with Visable on September 20th, 2022. When I signed up there was a promotion for a $50.00 dollar gift card after making 3 payments. It stated that you would get the $50.00 promotion after 3 months payments for buying or bringing your device to Visable and activating service which I did. My payment dates were 9/20/22, 10/20/22, and 11/20/22 and I still have not received my promised promotional gift card of $50.00. I chatted with them to see what the delay was on the promotion and they claim that they did not have a promotion when I ordered and then also claimed that it must had been a website error. I have attached a screen shot of the promotion on their website showing it was active on 11/19/22 @ ****. I want my $50 gift card as promised immediately.

  Business Response

  Date: 12/15/2022

  Response attached

  Customer Answer

  Date: 12/20/2022

   
  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. Although, the resolution is satisfactory their response was not completely truthful or accurate. They did give me the $50 gift card as promised which is appreciated but did not tell the truth about the interaction between their chat agent and I. In the response letter they stated their agent informed me that I did not make all three payments. This is not true and I was never told by the agent that my issue would be escalated and possibly solved. The exact words from the agent to me were it is not a promotion we have, I am afraid it is impossible to apply it. I have all of my chat transcripts if needed. I do appreciate them following through with giving me my gift card but am disappointed their response is less than accurate. I truly wished this could have been handled through their chat agent and actually escalated like they are saying but it never was presented as an option. I dont feel as if I should have gone to the BBB to resolve this matter that should have been solved through them in the first place. I just wish Visible would have done the right thing from the start.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/13/2022

  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.

  Purchased iphone 14, received 12/12. Tried to activate phone, no luck. Tried contacting support, they can't activate it - they need to escalate the issue - without any contact back. Requested a shipping label to return phone - they need to escalate the issue were supposed to email me a label within the hour - hours later nothing arrived. No way to call, no way to email, no way to contact. I just want to return this and get my money back.

  Business Response

  Date: 12/15/2022

  Response attached

  Customer Answer

  Date: 12/15/2022

   
  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,
  
  ***********************