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:12/10/2022

  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 ordered a new sim card to activate an account. After two days of no service, customer ********************** promised it will be resolved and it still hasn't they promised an update by 10 pm last night and never sent it. I asked to cancel and just have my number and they can't do that. Not responsive or helpful. I have all transactions saved for record

  Business Response

  Date: 12/15/2022

  Response Attached

  Customer Answer

  Date: 12/18/2022

   
  Complaint: 18553561
  
  I am rejecting this response because: it was noted  A workaround was put in place and the account is now in activestatus. 
  What does this mean a workaround? Will there be issues with my number in the future? 
  I would like something in writing to better understand why there was this issue in the first place and why and what ************** was as well as confirmation that there will be no issues with my number moving forward
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/09/2023

  ***** requested an email to explain what ************** meant. An email was sent on December 19, 2022, explaining it was internal Visible language that simply meant there was troubleshooting performed on our end. ***** was also concerned about future services and was given assurance that there should not be any issues with her services, and the reason why the issue occurred could have been several reasons and that's why troubleshooting was required to rule out the potential issues one by one. ***** replied to the email and responded thank you for the clarification.

  Customer Answer

  Date: 01/18/2023

   
  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:12/10/2022

  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 signed up for visible in August of *************************************************************************************************** which I did. Multiple attempts to reach out on live chat and via social media have led me nowhere. I would like to leverage a formal complaint against Visible for failing to honor their own promotion which I can provide the terms of, which I have met.Their customer ********************** is atrocious.

  Business Response

  Date: 12/12/2022

  Response Attached

• Initial Complaint

  Date:12/10/2022

  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.

  Order #******** The visible has lots of misleading information and tries to cheat customers. THIS IS A FRAUD COMPANY. I bought a iphone 14 pro from this company and the company promise 200 gift card and ipod two months later. This is the message I received from visible" $200 Choose Your Own Gift Card You'll get your $200 Choose Your Own Gift Card on us once youve activated your service and paid your third month. Check your email after making that third payment for instructions." FIRST, when I purchased, they do not say I have to port in number to receive 200. I contacted visible yesterday and visible refused to give me bonus and ipod. Visible said I did not port in number in time. I typed ported in information when I purchased the phone, the visible does not successfully port in number. Why should I bear the loss because of company mistakes? The company term is very confusing with intention of deceiving customers as the port in number deadline change from original 90 days to very short window. It does not make any sense. I will report the issue to every legal entity!I have the following request:1. If the visible does not give me 200 and ipod, then I request refund the phone and stop the service without charging monthly fees. 2. If the company does not do the refund the phone, then I request unlock my phone now and send the promised 200 gift card and ipod!

  Business Response

  Date: 12/12/2022

  Response attached

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18553027
  
  I am rejecting this response because it does not make any sense

  First, the message I received in my email :"$200 Choose Your Own Gift Card
  You'll get your $200 Choose Your Own Gift Card on us once youve activated your service and paid your third month. Check your email after making that third payment for instructions." it does not mention about port in. You mentioned about the information in your web, why the two places do not match??? Is it your fault? I never receive email mention that I am not qualify the bonus. So the actual situation does not match what you mentioned in the letter. Please do not use the same template response to everyone. I can not see any customer care in your company. 

  
  
  

  Business Response

  Date: 01/03/2023

  As stated with any promotional offer one of the requirements are that new members are to port in their mobile device number.  ******************** does not send emails the customers with the promotional gift card offers. Promotional gift card offers are only listed on the Visible website. Visible has thoroughly investigated the issue and no further action will be provided

• Initial Complaint

  Date:12/09/2022

  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 signed up for visible service on 11/25/22. Two weeks later I am still unable to activate service. Throughout the process customer ********************** has lied to me multiple times citing different updates but refusing to copy those updates to the chat. I called ******* wireless and verified the phone was unlocked but no porting had been attempted since November even though I was told the opposite. I provided visible with the account number and new transfer PIN and was told the activation order was being modified but then another agent told me there was no update. At this point I have requested a supervisor callback. I want this resolved asap.

  Business Response

  Date: 12/12/2022

  Response attached

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18551108
  
  I am rejecting this response because:

   

  The activation was cancelled due to horrendous customer ********************** both via chat and messenger.  I was provided different info each time i reached out with some agents making up updates.  I provided account info and transfer PINs multiple times with the promise of a response or call back which never occured.  I cancelled service when I demanded to talk to a supervisor and they recommended to cancel and re-sign up as that would be the quickest resolution.

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

  Business Response

  Date: 01/03/2023

  This member account was reactivated and the member was able to activate again with Visible on December 9, 2022. A return was placed to the member as well on December 9th by a supervisor as well as a call placed by myself on December 12, 2022. This member account is active and has usage. Visible has thoroughly investigated the issue and no further action will be provided.

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18551108
  
  I am rejecting this response because:

   

  i reached out to the executive team handling this case and they have ignored several of my emails and then claimed they were never received.  I am willing to close the case if they apply the current promo (15OFF12) to my account or apply a manual credit of $135 for the difference in promotions.  At that point, I will believe they understand the inconvenience caused and deceit experienced from multiple agents stating they were working in my case for two weeks to then be told to just cancel and restart the process.  If that promo is applied (15OFF12) I will accept an effort was  made to right the wrong.  Thank you.

   

  ***********************

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

  Business Response

  Date: 01/20/2023

  I'm not sure who the member was in communication with as I have not received any form of communication from the member. Promotional offers are to be applied when signing up for Visible services. Visible will not honor the unapplied promotion and will no apply any credits to this members account. Visible has thoroughly investigated the issue and no further action will be provided.
  

   

  
  

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18551108
  
  I am rejecting this response because:
  

  ******************* reached out on several occasions.  You were the one who discussed a credit being applied; I absolutely do not consider this case closed as my issue is with the dishonest customer ********************** I received and more recently, the tone in which I am being spoken to even throughout this complaint.  I want someone at a more senior level to call so I can discuss our correspondence here as well.  My experience is actually worse since dealing with this representative on this case.

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

  Business Response

  Date: 01/31/2023

  As provided in the complaint 'm on the executive level and a credit in the amount of $5.00 was applied to the account. Visible has thoroughly investigated the issue and no further action or credit will be provided.

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18551108
  
  I am rejecting this response because I find the Visible care team to be condescending and the customer ********************** to be abhorrent.  Asking for an alternative promo after I was lied to by multiple agents on service status and then my inconvenience dismissed and to top it off in this complaint, ***** adding to the problem with his obvious tone is concerning.  I would really like to actually talk to someone at the executive level that is willing to listen and take corrective actions.  Thanks.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/09/2022

  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 not had cell service for five days now. I have contacted customer ********************** multiple times without help. I am still without service despite being a customer for over two years.

  Business Response

  Date: 12/12/2022

  Response Attached

  Customer Answer

  Date: 12/12/2022

   
  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:12/09/2022

  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.

  I ordered an iPhone 12 Mini on November 11th. It was shipped and returned to sender the same day. Their warehouse received the order on November 17th. I was supposed to *** a $540 refund and still havent received it. Customer ********************** is poor and dont know what theyre doing. Each representative says something different.

  Business Response

  Date: 12/12/2022

  Response Attached

• Initial Complaint

  Date:12/09/2022

  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 bought an iPhone 14 pro *** from visible on October 4 ***** after carefully reviewing all the terms and conditions for the port in and running promotions. Visible has not obliged to fulfill any of them. The phone was activated on October 4 itself, and it should have been unlocked on December 4 as per their terms and conditions(60 days since the day of activation, as listed on the product page itself). Their customer ********************** now says that the phone will be unlocked in late january. As for the promotions, i was promised that i would receive a set of earpods and a $200 gift card if i ported my number within 30 days of payment, which i did on the same day of me getting the phone. I also made sure that my previous carrier was in their in their supported list, but now they say that they didnt know what carrier it was ported in from so they cannot honor the promotion, which is provably false. I have sent them screenshots of the account but they refuse to provide any conclusive reply. Searching the internet, seems like its common for them to not honor promotion and forums are filled with similar complaints. Please look into it.

  Business Response

  Date: 12/21/2022

  Response attached

  Customer Answer

  Date: 12/21/2022

   
  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:12/09/2022

  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.

  This wireless company was doing a promotion if you switch to with them, and make 3 payments in a row monthly. You will receive a $50 virtual **** gift card. I did all the requirements and 6 months later still no gift card. I notified them so many times I never got a response back. Finally on ******* I notified visible care. After sending them screenshots of the promotion they advertised. They still gave me nothing, but excuses. They sent me a link of all the promotions they were advertising and I saw reviews on people complaining on not receiving their reward. I switched to them because I really wanted that gift card and I never got anything. They are false advertising to making people switch and buy their phones from visible by ******** I don't think that is right.

  Business Response

  Date: 12/12/2022

  Response attached

• Initial Complaint

  Date:12/08/2022

  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 11/21/22 I was charged $30 by visible for their wireless cell phone service for the month of December. On 11/29/22, I switched cellular service and it immediately cancelled by visible account. I reached out to visible on 11/29/22 and 11/30/22 and was told I was not able to be refunded for 22 days of service because I used the service for the month. I explained I only wanted to be refunded for the partial month as I did not even use the service for half the month. They refused. I asked to speak with a manager and again they refused to allow me to speak with management. Additionally I was promised a promotion of apple AirPod pros for being a valued customer and then was told I redeemed them the year prior and am no longer eligible. Still no resolution to either issue.

  Business Response

  Date: 12/12/2022

  Response attached

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18520479
  
  I am rejecting this response because:I have only received 6 days of service through visible for the month of November. I requested a partial refund from a monthly payment and I have not received any return payments. There is nothing in visible terms and conditions stating once a payment is processed and used for several days they can not receive a refund. Also the AirPods claim was denied saying it was previously used code.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/16/2022

  As mentioned the Airpods promotion was emailed in the past and we will not resend a new code as the member mentioned the code was redeemed. No refund will be provided due to usage on the account. Please see attached. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  
  

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18520479
  
  I am rejecting this response because: like I said previously, I used only several days of mo. I should be prorated for the amount of month I used. I pay for an unlimited plan so it does not matter if I use it during the month. The terms and conditions that I signed do not list once using service and canceling that I will not receive a partial refund. Honestly I dont care about about the promotion.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/17/2023

  As mentioned the due to usage on the account no refund will be provided. ******************** has thoroughly investigated the issue and no further action or refund will be provided.

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18520479
  
  I am rejecting this response because:my complaint has still not been addressed. Customer ********************** here is very poor. Ill be failing a complaint with the attorney general as well.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/08/2022

  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.

  My account # with ********************** is ************. I recently switched from ******* to visible and had my new phone activated. On their website they claim to offer cellular service for smart watches such as Apple Watch for an extra $5/mo. This is a good price so based on that I did an upgrade thru Apple for an Apple Watch series 8 with compatible cellular service on November 29th. That evening I went through the steps provided by visible to connect the Watch to the plan. On visibles website it said my watch was added and now part of my cellular plan. Even though it said this the Watch would not work for standalone service. Visible customer ********************** is only available through chat and not through actual phone calls. I chatted and agent and many things were done to troubleshoot the issue, but none worked. I contacted Apple and they ran a diagnostic test on the Watch and said it was working fine and the problem lies solely on the cellular carrier. It is now Dec ********* have contacted visible about what should be a simple fix more times than I can count. Every time I get run around answers about how its been escalated to their expert team and they have my back and will get this fixed or theyve tagged it urgent priority. One agent will tell me it will be fixed by the next morning and the next day another agent says its just now being escalated and theres no ETA. They give me a different case # every time and theres no consistency to their responses. I almost wonder if Im chatting with AI bots. I have been promised call backs from the expert team that I never receive. Visible is offering a service they will not provide even when the customer has the proper hardware. They also show no concern whatsoever about bringing resolution or even the idea of it. Also will not allow download of chat transcript even though theres a button to do so. I would just like the business to do right by what they advertise and connect my compatible smart watch to cellular service

  Business Response

  Date: 12/16/2022

  Response attached

  Customer Answer

  Date: 12/16/2022

   
  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. The said the issue will be resolved by December 19th 2022. If the issue is not resolved I will be in contact with the BBB again referencing the complaint ID.
  
  Sincerely,
  
  ***********************************