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:12/30/2022

  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.

  Order number REMOVEDwas placed with Visible Wireless for cellular service and an IPhone 14 Pro REMOVEDon 11/30/2022. The order involved opening an account with Affirm to fund the phone, which was in the amount of $1282.93. The order was never fulfilled by Visible and the phone was never shipped. I contacted Visible on 12/9/22 via text (which is apparently their only means of communicating) to cancel the order. Received confirmation the order was canceled an 12/10/22. I was assured by Visibles customer REMOVEDthat they would be processing a refund back to Affirm for the full amount $1282.93. As of today 12/30/2022, Visible has not processed the refund, which has caused me to have a late payment on my account, which is totally unacceptable. To avoid a late payment being recorded on my credit file, I went ahead and made the payment in the amount of $35.64 on 12/29/2022 even though I never received a phone or activated their cellular service.

  Business Response

  Date: 01/05/2023

  Response Attached

• Initial Complaint

  Date:12/29/2022

  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.

  Visible suggested that I transfer my phone from a physical SIM card to an eSIM. They are pushing this transition on their mobile app and website, offering it as an upgrade. The problem is that the eSIM port failed and I have not had service for a week now. Every time I contact their support team, they try the exact same basic troubleshooting steps before trying to assert that my iPhone 13 Pro REMOVEDis not compatible with either the eSIM or Visibles network. There have been multiple escalations and no resolution and it is also impacting my spouses line of service. They eventually tried telling us that switching back to physical SIM cards would fix it, just to try and get us off of the chat support... They mailed us each SIM cards and still no resolution. We both have recent iPhones with iOS REMOVEDand 16.1.1, so they are not out of date. The 13 Pro REMOVEDis the prior years flagship phone, clearly eSIM compatible... Something is broken on Visibles side, preventing activations and the online forum Reddit shows many others having the same experience now. I am a former REMOVEDCertified Network Associate (CCNA) and an EC-Council Certified Ethical Hacker (CEH). I can assure you that our devices are compatible and that we are not the ones causing this mess. I have had multiple escalated tickets and no real response back from the supposed escalations team. They just need to fix their activations and provide the service we have already paid for.

  Business Response

  Date: 01/07/2023

  Response attached

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18655929
  
  I am rejecting this response because: Both myself and my partner are still without any service and have dealt with many lies from Visible. There has been no meaningful changes. We are constantly told that our issue is being escalated or that we'll hear back before end of day, rarely is this true. Their executive relations team has assigned itself part of our case but lower level tier 1 support continues to message us. We keep receiving emails stating that the issue is resolved and all we need to do is reboot. That does not work. They also keep insinuating that our devices are not compatible even though they are and have been on their service for over a year. I REMOVEDto remind them that an iPhone 13 Pro REMOVEDis supported per their own documentation and also that service worked for well over a year. They are constantly trying to deflect blame and will do anything to not admit that it is on their end. A $15 dollar credit also does not come close to covering the harm they have caused. Travelling internmation and locked out of many account, unable to access banking due to 2 factor authentication not being available. They are also subjecting customer to factory resets of their iPhone devices, which is usually the very last step due to the data loss potential. I am an IT engineer and have been in tier 3 help desks formerly, this has been the worst service experience of my life. I know that many of their troubleshooting attempts are doomed to fail because they cannot follow a correct order of operations. One agent had me reset my network settings (which deletes all saved wifi connections) and then told me to re-install the Visible app. They should have told me to rejoin wifi first, as how could I download without data or wifi. When troubleshooting, every step must be painfully clear as not everyone knows better. Your agent seemed to either think wifi settings would not be lost or they assumed I would just rejoin wifi without being told. Lower level support also keeps trying to call my partner on their down line for troubleshooting. How do they not understand that the line is down? How are their executive relations team and lower level support not communicating? They also keep saying they will close my partners case/ticket when they do not pickup on the down line! 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/17/2023

  Visible (myself) has been in communication with this member and the member issue was resolved as of last week after he upgraded the plan as well as his partners' plan. In total, a credit of $58.00 was applied to this member's account and he advised that he would follow up once his partner was back in the country to upgrade the device. However, no further correspondence was received from this member or reply from the message that I sent on January 16, 2023. There is usage on both of these accounts. Visible has thoroughly investigated the issue and no further action will be provided. 
  
  

• Initial Complaint

  Date:12/29/2022

  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.

  12/27/2022- Visible migrated my service to a new phone at my request but the activation failed which left me with no service. After 3 days, they have not been able to restore my service or provide a date when service will be restored. They have been unhelpful and just constantly say they are working on it without providing any meaningful updates. I am paying for service that I am not receiving and they are not resolving it.

  Business Response

  Date: 01/02/2023

  Response Attached

• Initial Complaint

  Date:12/28/2022

  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.

  Visible refuses to let me order service at my address. Anytime I place an order, it is put on permanent hold. I am never given an option to appeal, or escalate the problem. All I want to know from Visible is if they can have a higher department contact me? Instead of just telling me I cant become a Visible customer at this time, I want help in fixing the problem?Im pretty certain whoever reads this at Visible will ignore my concerns, as usual, but hey, one can hope right? Why has my order triggered certain parameters in your system?How do I fix this problem?Can you please escalate this problem? Just giving me a generic copy and paste answer doesnt help anything and makes your customer REMOVEDlook terrible.

  Business Response

  Date: 12/29/2022

  Response attached

• Initial Complaint

  Date:12/28/2022

  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 purchased a REMOVEDA42 5G on 24 Dec 2022. Immediately upon purchase the money was debited out of my bank account. I was issued a new phone number and The agreed terms were for overnight delivery, due to holidays phone should've arrived 28 Dec 2022. 27 Dec I checked Visible App and website for tracking info. Both tracking tabs on App and Website failed to load. Contacted Visible through Web Chat and was told I hadn't purchased anything and they'd restart the process for me. I've already paid for the phone. They refuse to address the issue after I stated I already bought it and gave them payment info. Kept me on standby on webchat with no 1 word responses every 20 to 30 mins for hours on the 27 Dec. Asked for a call back that I was assured would be immediate on our webchat. No call, spent 2 hrs 28 Dec on webchat and REMOVED@visiblecare. Still asking for a call back and where is the phone I paid for and still nothing.

  Business Response

  Date: 12/29/2022

  Response attached

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18651122
  
  I am rejecting this response because:I was drawn in to Visible Wireless with a sale on a Cell Phone. I purchased the phone on 24 Dec 2022 and Visible said it would be overnighted and debited my bank for the purchase. 4 days later Visible refuses to honor the Sale price and wants me now to buy a Cell Phone of lesser quality for the Price I paid or in Visibles words "wait for their next sale or purchase with Affirm and make payments". Visible is failing to honor our purchase agreement
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/10/2023

  In the initial complaint the customer was requesting to know where the device was that she purchased. As mentioned due to a glitch in the system the customers order was canceled and a refund was issued to the card on file. This customer has had no other communication with Visible outside of this complaint. If the customer would like to purchase the device they can visit www.visible.com and purchase a new device. REMOVEDhas thoroughly investigated the issue and no further action or will be provided.
  
  

• Initial Complaint

  Date:12/28/2022

  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 trying to port out my daughter's cell phone number to another provider for well over a week. We have spent hours and hours working on this. They couldn't get the port out pin to send via email and they couldn't even text the phone that was on their own service! After finally getting an email with the port out pin, I went to the new providers store waited an hour only to find out that the port out pin wouldn't work. If you read online complaints this is standard operating procedure for them. I just want a port out pin for my daughter's phone!

  Business Response

  Date: 01/03/2023

  Response attached

• Initial Complaint

  Date:12/28/2022

  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 placed iPhone 13 REMOVEDwith Visible order #REMOVEDin December and was supposed to receive a $200 gift card in February as a promotion for 1 year of validity. The gift card was sent in February 2022 with only 6 months of validity, I did not get a chance to use it as I traveled internationally for 4 months [Aug- November]. When I check my card in November it was already expired.I contacted Visible customer REMOVEDbut they failed to reissue the card, even though they mentioned during the call and chat that the validity of the card was for 1 year for all promotional gift cards. To resolve the issue I was asked to call the number on the back of my master card. I called the card issuer, black hawk. They said it was as per the terms they have with REMOVEDand Visible and they cannot reissue the card and asked me to contact visible customer REMOVEDPhone Number is REMOVEDPlease help resolve this issue with the reissue of my gift card.

  I placed iPhone 13 REMOVEDwith Visible order #REMOVEDin December and was supposed to receive a $200 gift card in February as a promotion for 1 year of validity. The gift card was sent in February 2022 with only 6 months of validity, I did not get a chance to use it as I traveled internationally for 4 months [Aug- November]. When I check my card in November it was already expired. I contacted Visible customer REMOVEDbut they failed to reissue the card, even though they mentioned during the call and chat that the validity of the card was for 1 year for all promotional gift cards. To resolve the issue I was asked to call the number on the back of my master card. I called the card issuer, black hawk. They said it was as per the terms they have with REMOVEDand Visible and they cannot reissue the card and asked me to contact visible customer REMOVED. The REMOVEDPhone Number is REMOVED

  Business Response

  Date: 12/29/2022

  Thank you for referring the complaint by REMOVEDto Visible for review. We appreciate this matter being brought to our attention. As of today, there are no records listed in the system for this customer based upon the mobile number provided for Visible to further investigate. This member has 3 other accounts with different mobile device numbers. However, due to an internal flag, all accounts were closed upon attempting to activate with Visible. Per Visible's policy, no refunds, or reissuing of a gift card will be provided and no further action will be provided by Visible. 
  
  

  Customer Answer

  Date: 12/30/2022

  Visible team fails to understand the issue. The visible Phone Number REMOVEDwas active for 5 months and I can provide proof of payment. As per terms and conditions gift card will be issued only when service active. Issue here is that the $200 Master gift card which was issued in Feb 2022 was valid only until Aug 2022. I used Visible service for 5 months and I do not think I need to be an active visible member to use the gift card. What I am asking is to reissue the gift card as funds were not used. I can provide all the details required to reissue the gift card. I belive Visible is trying to rob me of my funds. As you can note Visible statement is contradicting by itself. 
  

  
  I need the $200 gift card to be reissued as funds were not used.
  
  
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18650303
  
  I am rejecting this response because:

  Visible team fails to understand the issue. The visible Phone Number REMOVEDwas active for 5 months and I can provide proof of payment. As per terms and conditions gift card will be issued only when service active. Issue here is that the $200 Master gift card which was issued in Feb 2022 was valid only until Aug 2022. I used Visible service for 5 months and I do not think I need to be an active visible member to use the gift card. What I am asking is to reissue the gift card as funds were not used. I can provide all the details required to reissue the gift card. I belive Visible is trying to rob me of my funds. As you can note Visible statement is contradicting by itself. 

  I need the $200 gift card to be reissued as funds were not used.
  

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/12/2023

  As mentioned, there are no accounts listed in Visible system with either of the above phone numbers. Visible does not reissue gift cards and we have no way of verifying these accounts. If the above accounts were active with Visible and the accounts qualified for a promotion, the customer will need to follow up with Blackhawk, the issuer of the gift cards. Blackhawk contact number is REMOVED. Visible has thoroughly investigated the issue and no further action or will be provided.
  
  

• Initial Complaint

  Date:12/27/2022

  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.

  December 22,2022 was the transaction date I bought a REMOVEDgalaxy g13 5g for $209.00 plus tax. It said next day shipping. And when I got the tracking number it said the package would be delivered 12/23/2022. When I didnt receive it on 12/24/22 I contacted visible to see what was going on. The tracking said it was in REMOVEDand it was delayed. I waited until 12/26/2022 to contact visible again which they told me to contact REMOVEDwhich I did and they couldnt give me an estimated time of delivery. When I contacted visible on 12/27/2022 to see what I still havent received the phone. They told me that I needed to file a lost/stolen report. I told them that it wasnt lost or stolen that havent received it and since I havent signed for it it was their responsibility to ensure that I receive a phone since I payed for it. They told me that I needed to wait until they email me about the phone. I didnt understand why they couldnt give me an estimated date when I would get the phone. I asked if they could cancel the first phone and send another one since I waited so long they told that it was fedexs fault and that I needed to take it up with them. I told them that I didnt order the phone from REMOVEDthat I ordered it from them. They were extremely rude and hateful. When they say next day shippand give you a delivery date of 12/23/2022 and you still havent received the phone on 12/27/2022. And they dont do anything to help but tell you to wait longer and dont give you a time frame, and offer no solution. But wait am be aREMOVEDabout it. Then its a problem

  Business Response

  Date: 12/28/2022

  Response attached

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18648090
  
  I am rejecting this response because: I did finally receive the phone that I paid for. But I had to keep messaging the company and talking to different people for 4?days before they did something. With no apology, they told me basically it was my problem that I needed to call REMOVEDand get them to find the phone. That I should file a list/stolen complaint. When I knew it wasnt lost or stolen. It was just never delivered. So No I reject their response. Some form of compensation should be paid. More than likely if I didnt call persistently nothing would of be done about it
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/27/2022

  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.

  On or around December 7, 2022, I inquired about applying a promotion that was recently extended to all plans. At the time of activation, the promotion was only applicable for their Visible Plus subscribers. However, within a week of my activation, they extended this outstanding promotion to the basic plan. I reached out serval times to customer REMOVEDto see if they could apply the promotion since I had just recently signed up and I didnt think it was fair that I wasnt given an opportunity to use this promotion. The customer REMOVEDI received was unsatisfactory and their appeal process had no due process and didnt even listen to my prospective as a customer.reference [#REMOVED].

  Business Response

  Date: 12/27/2022

  Response attached

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18643492
  
  I am rejecting your resolution. In your response, you didnt reference the correct conversation. On December 7, I was calling because Visible had extended their $15 off promotion to both the basic and plus members. Perviously, you only had this promotion applied to plus members. I had just signed up a matter of days before hand. Most businesses allow for price adjustments in the customer favor. I may file complaints with the REMOVEDand/or the REMOVEDas well for regulatory oversight and relief as I am entitled under federal law.
  
  Sincerely,
  
   

• Initial Complaint

  Date:12/25/2022

  Type:Customer Service 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 Pro REMOVEDand transferred the service to Visible from REMOVEDon Oct 31st, with a promotion offer of $150 gift card. (Details attached)Today (Dec 25th) when I reached out to customer REMOVED, they said this promo offer never exist.

  Business Response

  Date: 12/26/2022

  Response Attached

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18638259
  
  I am rejecting this response because:
  
  1. If you read my attachments, I already attached the details of the promotion.

  2. If you say my account doesnt meet the requirement, please be specific.

  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/11/2023

  After further investigating the member's account, Visible has determined that he purchased a new device, met the three monthly payments, and ported his number within 30 days. The member has been emailed the gift card for $150.

  Customer Answer

  Date: 01/20/2023

   
  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,
  
  REMOVED