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:12/31/2022

  Type:Sales and Advertising 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 have a cell phone plan with this company.The only way to sign up is to use a new email address, I haven't used this email account for anything BUT this phone account.I recently had my phone stolen and had to buy another. I have contacted them to ask what email address is it that I used. They act like it's a crime to give me MY OWN INFORMATION after I have sent them plenty of things to verify myself I've sent my sim card number, my imei number to my phone, the dates the payments were made, I opened the account on November 14. REMOVEDIs my number I've had for 10 years. I don't want to have to get a new one.But they are not willing to help me at all.I've had about 3 accounts with them.Different emails REMOVEDI just need to get into my account to change my method of billing before the next payment date

  Business Response

  Date: 01/04/2023

  Response attached

• Initial Complaint

  Date:12/31/2022

  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.

  ok where should I begin ok I been with H3334323230383*393*35H for just over a year was pretty great H3134333735343*313137H until recently so I knew they had if you pay the phone half way off you will be able to upgrade as I did well this is where all the issues rush in first I have to talk to so many reps about updating the system to show ive paid half the phone off then I have one person telling me its being worked on and others saying it has to be at least 51 percent paid off finally got it figured out got new iphone 14 pro max * days after ordering it and im on day 2 without H3134333735343*313137H and being told it could take up to 2 more days I work from my phone and if I knew THIS was going to happen I wouldve never attempted to order a new phone I also am being told I have to upgrade my plan when it doesnt state this at all I am so frustrated with this and the amount of work im missing just to get a newer phone

  Business Response

  Date: 01/06/2023

  Response Attached

• Initial Complaint

  Date:12/31/2022

  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.

  Been having to chat for days with only a partial fix, my phone keeps loosing service and I headed to get QR codes to fix my service. The reps just read from a script not trying to fix the problem. I cant even log into my amount because of errors that are vague. Ive taken screen shots and still no fixes. I dont want my phone to keep losing service and having to go thru chat 3 hours to get tickets and partial fixes.

  Business Response

  Date: 01/04/2023

  Response attached

• Initial Complaint

  Date:12/30/2022

  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.

  Case number REMOVED. Purchased a service plan on 12/28/2022. Service did not work. Customer REMOVEDtold me to just wait. After chatting back in almost 12 hours later, finally got call and data. Cannot receive texts. Have chatted back 11 times in the following 36 hours and have been given the run-around. Never connected to supervisors despite requests. Gave all information asked. Now they are just asking for more examples even though several have been given already. Latest contacts through their support have just copy-pasted the email sent and immediately disconnected chat so that I am unable to talk with them.

  Business Response

  Date: 01/05/2023

  Response attached

• Initial Complaint

  Date:12/30/2022

  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 have been having issues with my phone since October 2022, it suddenly lost its service and when I would chat in they did not seem to know why. I have now gone 2 months with no resolution or idea as to why I cant activate service. I was told this would be escalated and when they wrote me back they told me to restart My phone and it would be ok. It was not, I cant message and now have to REMOVEDwhat could be a fix. Ive been disconnected from chat over REMOVEDI did not need to explain and work myself up, but I do because I keep getting disconnected and I just want my phone to work! I then got disconnected and I cant take it! Also the last escalation I had they gave me the wrong escalation number so the agent was lost and confused, doesnt seem like anyone knows what is going on and i just really want my messages and calling to work and my past 2 months refunded, Ive been using my brothers phone because mine does not work. This is unacceptable that there is not someone you can call and this has to stress me out so much. This service works for the rest of my family so I thought it would be good but this experience is awful.

  Business Response

  Date: 01/05/2023

  Response Attached

• Initial Complaint

  Date:12/30/2022

  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 transferred my number to VISIBLE a few months ago when they were having promotions. The promotions were a $150 Gift card and the VISIBUNDLE speaker. Before transferring the number, I can see my promotions in the cart, but due to their system, my promotions disappeared. Their customer REMOVEDtold me not to worry, they would add my promotions manually after 3 months of service, and I repeatedly confirmed my promotions with their customer REMOVEDand received a positive response. However, after 3 months of service, I only received a $150 Gift card when I asked them for the promotions. Regarding the VISIBUNDLE speaker, they told me that they were investigating the situation. It has been a few days and they told me that they were still investigating the situation. I do not know why they were still investigating the situation. This promotion was offered by them and was promised by them. I just want to get my promotion.

  Business Response

  Date: 01/05/2023

  Response Attached

  Customer Answer

  Date: 01/06/2023

   
  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,
  
  Wenye Su

• Initial Complaint

  Date:12/30/2022

  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 27 my husband and I purchased phones from Visible by REMOVEDThey arrived about a week later and after trying for 4 days to activate the new phones they were not able to be activated on our new network. We contacted customer support multiple times to try to solve this problem before ultimately deciding to return the phones and cancel the service. The customer REMOVEDrepresentative sent me a return label to use to send the phones back. The phones were received on December 11. Unbeknownst to us the customer REMOVEDrepresentative had given us a return label for a trade in which is handled by a different company. I have been chatting with Visible representatives for almost a month now and the only solutions they give are to call Assurant (the company who handles the trade-ins) or to decline the trade in offer. However, I have not received a trade in offer so I can not decline the offer and I have called assurant and they told me this is something that Visible should be able to handle since they facilitated the return. My case has been escalated 6 times and every time they give the same solution which leads to a dead end. On 12/25/22 I was charged $36.00 for the monthly payment for the phone I returned. So now I am being charged for a phone that I never was able to activate and after following the directions and information given for my return have no way to actually cancel the return since the phone is no longer in my position.

  Business Response

  Date: 01/09/2023

  Response attached

• Initial Complaint

  Date:12/30/2022

  Type:Delivery 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.

  Thursday 12/15/22 - I tried on 2 of my family's Visible accounts to order new phones. While it appeared that the orders went through they did not. They were 'stuck' in Visible's backend system (in what they call draft) even though the hold was placed successfully on my credit card.They keep clearing the draft but that doesn't work. Their backend system is broken but they don't seem to want to acknowledge that or fix it.I've been chatting with them for over 2 weeks now to get this resolved to no avail.

  Business Response

  Date: 01/04/2023

  Response attached

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18662792
  
  I am rejecting this response because:

  I'd like to be able to speak to REMOVEDat Visible again.  She was very helpful, but I only received 1 of the 2 phones that she had manually ordered.  Both phones have already been charged to my credit card. I also didn't receive a tracking number for the second phone. (Under REMOVED).  I did chat this morning but got no resolution from the CSR.  They gave me a new case number but I have little confidence that this will resolve the issue further, hence my wanting to speak with REMOVEDagain. (Case Number 04578082).

   

  The phone ordered for account REMOVEDunder tracking number REMOVEDdid arrive yesterday and has already been set up and is in use.  But the phone ordered for REMOVEDseems to be in limbo.

  
  Sincerely,
  
  REMOVEDIii

  Business Response

  Date: 01/18/2023

  Hello REMOVED, 

  The second device was delivered on January 6, 2023 the tracking # for that device is REMOVED. I have tried to contact you however, I have been unsuccessful. Feel free to contact me back at  REMOVED.

   

  REMOVED

  Customer Answer

  Date: 01/25/2023

   
  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.

  We did receive the phones and all has turned out well in the end.

  
  Sincerely,
  
  REMOVEDIii

• Initial Complaint

  Date:12/30/2022

  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 completed my third payment with visible mobile and I should be able to redeem my promotional item, namely the bang and Olufsen Speakers. At first, visible mistakenly sent me the promo code as the redemption code after I requested the promotional item from them. I was unable to redeem the promotional item with the promo code obviously. After escalation, visible agent sent me an email saying they already redeemed the speaker for me on my behalf. And I should receive another email when the item is shipped. But the problem is, I never get the chance to put in the correct shipping address. Also, no one confirmed the shipping address with me before they redeemed the bang and Olufsen Speakers on my behalf. I have tried to contact the visible agents through chat and no one was listening or trying to help. They told me visible shipping requires signature and if nobody signed for it then it will be returned to visible eventually and after they received the speaker back they can send it to me again. The problem is, I didn't cause the trouble. I didn't put down the wrong address. Visible had problem with sending out the correct redemption code. I should be given the chance to put down the correct shipping address during redemption. Instead, they just sent it out to an address without any confirmation with me. I want Visible to send me the bang and Olufsen Speakers to the correct address, without putting me through waiting for the package to be shipped to a wrong address and safely return to visible. I should not be responsible for the problem they created.

  Business Response

  Date: 01/06/2023

  Response Attached

• Initial Complaint

  Date:12/30/2022

  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 ordered a new iPhone 14 Pro from Visible on December 20, 2022. Despite talking to 10+ agents and spendings 8+ hours on their support chat line, I have been unable to activate my phone. This has left me without service on both my old phone and new phone. I recieved horrible customer serivce, multiple incorrect information and suggestions to activate my phone, and was told on 2 occasions that I was would contacted via a specialist over the phone. I was given two time windows that were ~4 hours long, stayed at home to recieve these phone calls, and was never contacted. They advertise "Switching phones is SIMple" but I am stranded with a new phone, horrible customer REMOVED, and no one able/willing to help me. My case number is #REMOVEDand need this resolved ASAP.

  Business Response

  Date: 01/04/2023

  Response Attached