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:12/13/2022

  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 have taken up a wireless mobile connection with Visible 4-5 days back . But the Customer ********************** has not been able to port my number from my older provider ******* Fi" . This has to do something with Visible internal process. I am paying too much to ****** Fi to Retain my number ( as they have stopped giving me discounts) .

  Business Response

  Date: 12/15/2022

  Response attached

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18565885
  
  I am rejecting this response because:   I agree that Visible team helped to ultimately port the number . As there was a delay ( 5 days ) in activation  I had to pay bill to 2 providers. If Visble could give me a rebate or a waiver for about $40 ( calculated amount) , it will help me immensely .  I have attached screenshot of the bill incurred from ****** fi . I had already talked to Visible team about it and they had told me to connect once the issue is solved.  Now that the issue is solved all I am asking is for a $40 waiver. 

   

  Attached Screenshot of conversation with Visible . ****** fi  bill . Hope this helps . 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/06/2023

  Visible is unable to honor the members request of a credit of $40 however a credit was applied to the account in the amount of $10.00 due to the port in issue that was resolved in 5 days. Visible has thoroughly investigated the issue and no further action or refund will be provided.

  Customer Answer

  Date: 01/13/2023

   
  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:12/13/2022

  Type:Order 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.

  Signed up for Visible cellphone service and was unable to receive text messages. I have tried to cancel service and they are unable to port my number to new carrier. They are essentially holding my phone number hostage. Their customer ********************** is not existent. Their website and phone app are down constantly. Look at others reviews online. They do this to multiple people. Not sure how they are allowed to operate?

  Business Response

  Date: 12/16/2022

  Response attached

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18565567
  
  I am rejecting this response because: I am still not able to port my number out after weeks. Still can't receive pictures in texts. Visible is a scam. Hijacked my phone number. Ask them how many times I complained about services. Waiting hours to chat with a tech who can't fix anything and you receive email week later that problem is solved. ****** how many people have same issue. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/09/2023

  This member terminated with Visible on January 8, 2023 porting out his mobile device number to a new carrier. ******************** has thoroughly investigated the issue and no further action will be provided.

• Initial Complaint

  Date:12/12/2022

  Type:Sales and Advertising 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.

  When I switch to visible and buy my new iPhone se3, Visible have a promo of $200 gift card , but at that time , I can not choose boost from visible carrier list. If I choose other, Visible system tell me I will not have the promotion. So I chat with them. A specialist let me choose other carrier and give me a case number said I can chat with visible after my 3rd payment to get the gift card. But after my 3rd payment, I chat with them to ask the gift card, they told me the iPhone SE 3 don't have the promotion and did not give me the gift card.

  Business Response

  Date: 12/14/2022

  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,
  
  ***************************

• Initial Complaint

  Date:12/11/2022

  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 an iPhone outright from Visible on or about September 19, 2022. Per their terms, it should have been automatically unlocked around approximately November 19 2022 (60 days post activation). In my attempt to port to another provider on or about December 8, 2022, I discovered the phone was still locked. After waiting approx. 3 hours to chat with a Visible representative, I was advised to deactivate and reactivate the eSim to facilitate unlocking. The phone remained locked to Visible. After inquiring again via ******** chat, I was told that the phone had only been activated on December 9, 2022 and that I would need to wait 60 days to unlock. I provided my billing history showing at least 2 months of activated usage and was told that their decision was final.

  Business Response

  Date: 12/16/2022

  Response attached

• Initial Complaint

  Date:12/11/2022

  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.

  Attempted to port numbers from **** to Visible, but Visible could not successfully activate the numbers, So, I do not have any active service, and I cannot switch to another provider, or go back to **** because they say my number needs to be active to port to another carrier. Further, the only way to reach the company is by the website, which is fine, but the app and website stopped working during the activation attempts. So I have two phones that I paid for fully, but they do not work and I have no way to communicate with the company. They are holding my number hostage, and I cannot identify any recourse. I can't even get in touch to request a refund. Please help. I have been able to occasionally get someone on their ******** page, but they refuse to provide a number to call, or offer any alternative way to get in touch. ******** messenger is not really a customer support platform.

  Business Response

  Date: 12/14/2022

  Response attached

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18558631
  
  I am rejecting this response because: the timeline provided by the business is inaccurate, and does not fully address the issue. It took 48 hours to get service fully working, after I spent 20+ hours interacted with at least 5 ** reps. ******* of a Visible server-side issue, ** was not available, which is a serious issue when ** is solely available via the website. During desperate attempts to reach the company on FB messenger, they stopped responding for roughly 48 hours on that platform.  The service did work intermittently on Sunday, but stopped working again that same day which restarted the ** interactions. 
  

  The way the company response is written, it sounds like a single issue was resolved in the space of 1 day. It is inaccurate

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

• Initial Complaint

  Date:12/11/2022

  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 joined a $45 dollar a month Visible plan on 8/21/2022 based on their offer of receiving a $200 gift card after three months of being a new customer. Currently I only see a $50 gift card in my account. I inquired with Visible Chat on 12/5/2022 @ 4:05pm ct to investigate why I havent received the $200 gift card. The promo was simplistic stating 1- buy a new device or 2-bring your own. After three months with Visible get a $200 virtual gift card. These were some of the responses received from the Visible Customer ********************** Agent ******** that I chatted with.Imagine if we give our members $200 just by joining with their own devices. We broke. :( The requirements to get those gift cards are: -New Visible member -Port in from an eligible carrier -Purchase an eligible device -3 monthly payments (For the promo to be released)They stated that I had to buy a phone to get the offer which I actually did on October 13, 2022, even though the device purchase was not a listed requirement on Visibles promo when I joined. The customer agents reply to my phone purchase was I missed the 30 day period to purchase requirement. The phone purchase leads to another concern, even with paying full price for a new phone from Visible, I was not able to transfer my new phone to another carrier for three months because it was locked. At the end of the chat with the Visible agent I was informed that the agent couldnt help me but I could email *********************************** When I tried to email them I receive this response This inbox isn't currently being monitored. Based on the Visibles agents responses, I believe their $200 virtual gift card offer is deceiving and misleading. I also have an issue with my new phone purchased without a promotion being locked. I would like Visible to give me the full $200 gift card per their promo that lead me to port my phone number to them.*************** ******************* ************ Visible Account ************

  Business Response

  Date: 12/13/2022

  Response attached

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18557884
  
  I am rejecting this response because: I ported my number to Visible on August 21, 2022 because I view an offer on their website that stated I would receive a $200 promotion when bring my existing phone to Visible after being with Visible for three months.  I have attached what the offer looked like on their website.    
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/11/2022

  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 Nov 17th 2022 I suddenly lost wireless service on my phone. It took them over a day to finally resolve the issue (4 days of no service). A few days later I noticed my wearable (Apple Watch) no longer had cellular service (same phone number as my phone). I contacted Visible and they were going to resolve it. A week later and no resolution. I called back and I was told it would be resolved, Of course, a canned response with no end date!. Another week passed and I received an email that the issue was resolved. IT WAS NOT! On Dec 3rd I received an email that my cell number was changed to ************ ! This was done without my consent. I called Visible right away to set my number back to my old one. It's now been over 9 days and I have not heard back from Visible. I contacted them once again 12/9/2022 , 12/10/2022 and 12/11/2002 for an update. I have already gone to another provider as I no longer want to do business with Visible. Unfortunately , I continue to receive the same canned response that I would be contacted when the issue has been resolved. This unacceptable as I cannot port out my number to my new provider because Visible changed my phone number without my consent. In addition, I am unable to receive calls form my work, family nor friends in case of emergency. I am seeking that I have my old number restored immediately. I also am seeking a refund of my cellular service for my watch which I was never able to use, refund of the days that the service was dropped (4 days) and unused portion of the services as 12/10/2022.

  Business Response

  Date: 12/15/2022

  Response Attached

• Initial Complaint

  Date:12/10/2022

  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.

  1. On 11/24/21: I purchased an iPhone 13 ************** 35 ****** ****** 6, IMEI2 35 ****** ****** 3) from Visible and used a physical *** card for continuous service from Visible Wireless. The phone was promptly activated on Visible's network using a physical *** card, number ***** ***** ***** *******. On 11/13/22, I switched from a physical Visible *** card to an e*** card as I was prompted to on the Visible app. 3. On 11/23/22, I port my phone number to ******** as I am moving to ********* and cannot utilize Visible's services abroad. I attempt to activate service with ********, however they tell me that my phone is now locked and is unusable on their network. 4. I have contacted Visible over six times via chat to resolve this issue, with all agents telling me that my phone cannot be unlocked because it was just activated on Visible's network on 11/13/22. This is categorically false. This is ONLY the date that I switched Visible *** cards on the same phone. The case numbers I have are: ********, ********, ********, ********, ********. 5. On 11/25/22, I filed a formal complaint against Visible with the *** regarding this matter. On 11/28/22, I received email notification that the *** successfully served my complaint to Visible. *** ticket number ******* Visible's unlock policy for devices states explicitly: "Smartphones that you purchase from Visible will be locked for 60 days after activation. After ************************************************************************************************************************* purchased fraudulently." It says nothing about eSim activation locking one's phone. The policy is explicitly about that device, not the *** card. My phone should never have been locked. And should be IMMEDIATELY unlocked.

  Business Response

  Date: 12/15/2022

  Response attached

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18555778
  
  I am rejecting this response because: I have provided video evidence of my claim directly to ***************************** via email, as I cannot attach mp4 files to this compliant.

  I have provided irrefutable video evidence via email to support my claim. I attached a screen recording from my phone that shows you the **** number of this iPhone in question and texts sent and received on this same phone during the 60 day lock period after I purchased this from Visible in Novemver 2021. This emphatically confirms the use of this iPhone 13 Pro *** on Visibles network for the past year. 

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

  Customer Answer

  Date: 01/13/2023

  Hello,
  
  Attached is the requested video evidence. This shows that I used my iPhone to send and receive SMS messages during the period that my iPhone was originally carrier locked in December 2021 and January 2022. This proves that I activated my iPhone on Visible's network well over a year ago and that my phone should not at this present time be carrier locked by Visible, as it currently is.

  Also, it should be noted that Visible has completely stopped responding to my emails and they do not have a customer ********************** phone number, leaving me with no useful way to communicate with them as their chat agents can do very little to help customers.
  
  Thank you!
  ***************************

   

  Customer Answer

  Date: 01/13/2023

  Also, it should be noted that Visible has completely stopped responding to my emails and they do not have a customer ********************** phone number, leaving me with no useful way to communicate with them as their chat agents can do very little to help customers.

  Business Response

  Date: 01/23/2023

  No further communication was received from the member and as mentioned Visible is unable to unlock the device. ******************** has thoroughly investigated the issue and no further action will be provided.

• Initial Complaint

  Date:12/10/2022

  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 purchased my new iPhone 14 Pro with service from Visible near the end of September 2022. I had very spotty service for just over 65 days with Visible. I would have left sooner, but I needed to wait 60 days to have my new phone Unlocked "automatically" by Visible to be used on another carrier as well as receive the gift card and airpods promised with purchase. I attempted to leave Visible and switch my service back to Cricket Wireless as they've always had great service in my area. I attempted this on December 2, 2022. When attempting to Activate my service with Cricket I was informed that my phone is still locked to Visible. I reached out to Visible on 12/2/22 and was told that this would be resolved within 48 hours. I chatted with visible every day since, with the representative telling me that the phone will be unlocked "by the end of the day", without my phone ever being unlocked. I currently have an iPhone that does NOT have service as the number was already ported to Cricket to be activated on my iPhone but as it's locked the service cannot be used. I am currently in limbo and without service for one week now.

  Business Response

  Date: 12/13/2022

  Response Attached

  Customer Answer

  Date: 12/13/2022

   
  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,
  
  *************************

• Initial Complaint

  Date:12/10/2022

  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.

  1. Signed up. 2. Requested Number Transfer.3. Number transfer failed. 4. Contacted customer **********************, they "escalated" matter. Said I'd get an email response/update in 24 hours. 5. No response came as promised. 6. Contacted customer ********************** again. Profuse apologies. Told to wait a few more hours for response. 7. No response received. 8. Assured by ATT that number is active and ready to transfer. 9. Contacted customer ********************** AGAIN, and told "they are working on it" but no information. 10. After 3.5 days of runaround with ZERO progress and not a single (promised) response I requested to cancel AND get refund. Case number #******** assigned. 11. Service cancelled but NO refund. They refuse to refund even though I only received 4 days of service (and yet paid for a month!) 12. No effort to ask me if I still wish to cancel given no refund. I asked for BOTH a refund and cancellation! 13. Complete and total run around. Every customer ********************** interaction is clearly scripted and leads nowhere. You can't even reply to emails they send you (I only got one telling me no refund)! Goal is clearly to wear you out so you go away. Service is absolutely abysmal and its wrong to cancel a service where only 4 days was used of 30 and not give any refund!

  Business Response

  Date: 12/13/2022

  Response Attached

  Customer Answer

  Date: 12/13/2022

   
  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,
  
  ***************************