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:12/21/2022

  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 bought an iphone from Visible. Visible shipped the phone via REMOVEDrefused to give me the delivery. So REMOVEDwas instructed to return the phone back to the sender. Visible received the phone back, but failed to refund me in full.

  Business Response

  Date: 12/22/2022

  Response attached

• Initial Complaint

  Date:12/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/1: Paid $25 for my monthly cell service (customer for 2+ REMOVED/REMOVED: Got new phone (iPhone 14 Pro upgraded from my old iPhone 12 mini)Also 12/15: Unable to download eSIM, customer REMOVEDlines REMOVED+ people deep in chat-only. Rep tells me my account is on hold. I am without cell service that I'm paying for for days.12/20: I cancel service and move to another wireless provider 12/21: I ask for a refund, per their terms of service, "for every 24 hours you don't have service we'll refund you". The rep tells me I need to be a customer to receive money back. I was seeking both a refund for the time not having service (12/15-12/20) and the rest of the month I am no longer a customer (12/20-12/31). The rep tells me no, I need to be an active customer to receive a refund. This has allowed me to not get the refund solely because I have already changed providers.

  Business Response

  Date: 12/22/2022

  Response attached

  Customer Answer

  Date: 12/22/2022

  Complaint: 18623011
  
  I am rejecting this response because:

  - I acknowledge that Visible's refund policy states "I cannot have a refund while I'm actively paying for and using this service" and submitting a refund after the fact. However, it WAS within 24 hours of cancelling service with Visible; I cancelled service on 12/20/2022 at 5:05PM PST. I chatted asking for a refund in the morning of 12/21/2022, which was less than 24 hours. Furthermore, the 100 minute limit (and using 102 minutes) is outrageous, as is the data usage. Visible does not allow members to view their data, message count, or minute count. This seems like an unfair way the service provider holds onto secrecy over members who would otherwise not know how much they've used pertaining to the cancellation policy.

   

  If I am unable to get a refund for the service unused from 12/20/2022 through 12/31/2022, I am going to seek a refund for the dates I did not have service available to me (12/15/2022 through 12/20/2022). The Visible terms and conditions at their site, REMOVED, under "Coverage and Service Availability" state that "If you lose Service for more than 24 hours in a row and we're at fault, contact us at REMOVEDwithin 180 days and we'll give you a credit for the time lost."

  Visible acknowledged through their chat service on their website, as well as through a case that was created on my behalf, that I did not have service, my account was under review and "on hold", and the tech team was working to resolve this. I was unable to use my new phone for calls, texts, or data for these dates, for which I am requesting a refund.

  Visible charges $25 a month, and for 6 days at $0.80 a day, I would request a $4.80 refund to my account. This is very clearly outlined in their Terms of Service.

  Emails attached include Visible's first email asking for verification of my identity when I started not having service on 12/15, Visible's "goodbye" email on 12/20, Mint's (new provider's) "welcome" email on 12/20, and "eSIM download" where Visible attempted (and failed) to restore my service issues.

  
  Sincerely,

  
  REMOVED

  Business Response

  Date: 01/10/2023

  As per the Visible policy we are unable to offer/honor a refund once the account is terminated. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  
  

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and while I do not find that this resolution is satisfactory to me, I won't continue to waste my time with the unprofessional horrid business practices over at Visible.

  This case may be closed.

  
  Sincerely disappointed,
  
  REMOVED

• Initial Complaint

  Date:12/21/2022

  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.

  On November 16, 2022, I made the decision to buy service from Visible by REMOVEDVisible by REMOVEDtold me I had to buy a new phone to use their service. I bought a REMOVEDGalaxy S22 for $906.34 and financed this phone through the service Visible by REMOVEDprovided to me, Affirm. On November 16, I got an email from Visible by REMOVEDsaying they were having issues switching my number. I spent 20 hours on chat with various agents of Visible by REMOVEDover the next week trying to help them get my service activated. Each time I would chat with them, theyd tell me well have it transferred by the morning. Id wait a day or two, then chat them again, and theyd tell me the number would be transferred in less than 24 hours. Visible by REMOVEDkept delaying me over and over, and I trusted them to get this done. Finally, I told them I couldnt waste any more of my time or their time on this and I wanted a full refund. Well, of course the refund has to get processed the same way the activation issues get processed, so again I am forced to wait by email and by chat to get anyone to pay any attention to my case. Each time I chat with one of the customer REMOVEDrepresentatives, they tell me that we will have the return label for you by the morning, or in 24 hours exactly the same answers I was getting for my phone getting activated. Now today, I just got a one sentence email the return window is up and you cant return the phone. I cant even describe how frustrating it is that Visible by REMOVEDclearly pays no attention to cases- their customer REMOVEDrepresentatives are trained to give canned responses, and clearly the person who wrote that email to me didnt spend any time looking over my CASES to see that Visible by REMOVEDis at fault for all of this- the incomplete number transfer, and the reason I had to request a return late. I do not need a new phone with my current service. I want a full refund of the phone cost, $906.34 as soon as possible.

  Business Response

  Date: 12/19/2022

  Please see attached.

  Business Response

  Date: 01/14/2023

  Reponse attached

• Initial Complaint

  Date:12/21/2022

  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 with Visible for about 18 months and never had a problem. I bought a new iphone 14 that was delivered on 12/13/22. After setting up the new phone and transferring all data and eSIM, the new phone has only the ability to make and receive calls. I cannot send texts, I cannot get cellular data (no internet). I have contacted Visible multiple times throughout the days, spending hours on website chats with them, attempting every troubleshooting method, even deleting everything on the phone and starting fresh, but nothing has worked. Visible customer REMOVEDreps have 3 times told me that this case needed to be escalated, and that I would get an email from their advanced technical teams. Every email with instructions were unclear, so I would have to login to a chat and wait in line to get clear instructions from support, and all of this for nothing. My service still does not work. I asked for a manager to call me to resolve this issue, and was told repeatedly that it is not possible. I asked for a call from advanced tech support, and was told it was not possible. The last chat I had, I asked for my phone to be unlocked so I can go to a new service provider, and they said no need, the problem is fixed. But my phone still will not send text messages or go online. And now this morning, I have been billed for their service that does not work! I do not wish to change service providers, because I dont want to go through the hassle of switching. I just want someone in a position who understands my problem to call me and work with me to fix it. Im done waiting in a chat room for someone to tell me to try the same troubleshooting steps that the rep the day before had me do.

  Business Response

  Date: 12/30/2022

  Response Attached

• Initial Complaint

  Date:12/20/2022

  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 new Apple iPhone 14 from Visible, on Dec. 6, 2022. I already had a cellular plan from Visible, so I just want to switch service to my new phone and continue my service with them. I have been working for hours almost daily to get the phone activated fully so that I can use it. After working with at least 7 agents, they have not been able to activate the service. I am told it is a problem on their end of the service. It is not my device. I called Apple Support and they did a diagnostic test and the phone is fine. Visible Care Team agents also tell me it is NOT the device, the problem is on their end. Clearly Visible sold me a phone that they can not activate and support with their system. I have been without a phone for 14 days. Every agent is pleasant to work with, but they all tell me they are sending it to the experts, or the IT team and that they will stay on it until it is fixed. As of now the problem has not been fixed. Visible should not sell phones that their system does not support and that they can not properly activate. All I want is a phone that works properly.

  Business Response

  Date: 12/29/2022

  Response attached

  Customer Answer

  Date: 01/04/2023

  REMOVEDOld Style", serif; font-size: 12pt;">I returned the iPhone 14 that was the cause of the initial complaint. However, I have encountered an additional issue with Visible.

  REMOVEDOld Style", serif;"> 

  REMOVEDOld Style", serif;">I participated in Visible's Trade In Program.  I sent an iPhone 11 as my trade in.  It was received Dec.12, 2022.  Dec.31, 2022 I received the following email from the company that handles Visible's trade in program.

  REMOVEDOld Style", serif;"> 

  REMOVED">REMOVED

  To:REMOVED

  Sat, Dec 31, 2022 at 4:01 AM

  REMOVEDpt; text-align: left;"> REMOVED" alt="Inline image">   REMOVEDpt; font-family: Arial, sans-serif;">Offer Number:REMOVEDpt; font-family: Arial, sans-serif;">VITI66050000005326     REMOVEDpt; font-family: Arial, sans-serif;">Hi REMOVED, Weve received your device and, upon inspection, have adjusted the offer. Please accept or decline the offer before . See below for details and next steps. REMOVEDpt; font-family: Arial, sans-serif;"> Device and Offer Details Make:Apple Model:IPHONE 11 64GB - VERIZON REMOVED:353975105939884 Trade-in Offer Amount:$0.00 REMOVEDpt; font-family: Arial, sans-serif;">Your device wasnt eligible for the following reason(s):REMOVEDpt; font-family: Arial, sans-serif;"> Equipment Mismatch Physical Damage REMOVEDpt; font-family: Arial, sans-serif;">Whats next?REMOVEDpt; font-family: Arial, sans-serif;"> ClickREMOVED" target="_blank">REMOVEDpt; font-family: Arial, sans-serif;">hereREMOVEDpt; font-family: Arial, sans-serif;">to take action on your adjusted offer. REMOVEDalso find details about the adjusted offer including device condition, photos and other information. Remember to accept or decline the offer before . If you accept the adjusted offer, youll receive your trade-in Offer Amount. Payment will be refunded to the method used to purchase your new phone within three business days. If you decline the adjusted offer, well mail your device back to you.If you dont take action before , the Adjusted Offer amount will be automatically accepted Thank you, Assurant Trade-in Team   The trade-in program is administered by the Signal. This company operates under the trade name Assurant. For more information, please refer to theREMOVED" target="_blank">Terms and Conditions. Please dont reply to this message. Replies to this message are routed to an unmonitored mailbox.   2022 REMOVEDAll rights reserved.CL10055-EM2-0521

  REMOVEDOld Style", serif;"> 

  REMOVEDOld Style", serif;">The email has a "click here" option to accept or deny the offer.  The offer is $0.  The email clearly states if I deny the offer my phone will be returned.  If they hear nothing, it means I accept the offer.  Also, in two places, it says the response is required "before".  They neglected to provide a date for which the response was required.

  REMOVEDOld Style", serif;"> 

  REMOVEDOld Style", serif;">Dec.31, 2022 I responded. I "clicked here".  It sent me to Visible's website.  I could not find any place that allowed me to accept or deny the offer. I then contacted Visible's Help Center.  The agent that I chatted with could not tell me where to find the option to deny the offer.  He told me I had to deal with Assurant. I called the number he provided.  Assurant was closed for the holiday.

  REMOVEDOld Style", serif;"> 

  REMOVEDOld Style", serif;">Monday Jan.2, 2023 I called Assurant.  I was told I had to deal with Visible.  I contacted Visible again.  The support agent tried to help, but there was no place on Visible's website to deny the offer I received.  He told me he took care of it and my phone would be returned. But, before our chat ended he informed me that the request had been denied internally because it had been too long.  It had been two days, I had tried to respond the day I recevied the email, and there was no date specified.  However, he was elevating my request.  I received an email from support closing my case.  I contacted support again today. I was told that I was too late in the denial and that Visible can't do anything about it because Assurant has the phone. They told me to call Assurant.

  REMOVEDOld Style", serif;"> 

  REMOVEDOld Style", serif;">Also, the REMOVEDnumber at the top of the email does not match the REMOVEDnumber of the phone I traded in.

  REMOVEDOld Style", serif;"> 

  REMOVEDOld Style", serif;">The whole trade in program is a scam.  I sent a working iPhone11 as a trade in.  They responded with an offer of $0 and are keeping my phone.  There isn't a mechanism available to accept or deny the offer. Visible and Assurant blame the responsibility of the Trade In Program on each other.

  REMOVEDOld Style", serif;"> 

  REMOVEDOld Style", serif;">Resolution: Pay the $150 Visible advertises for the iPhone 11 or return the phone to me.

  REMOVEDOld Style", serif;"> 

  REMOVEDOld Style", serif;">Thank you, 

  REMOVEDOld Style", serif;">REMOVED

  REMOVEDOld Style", serif;"> 

  Customer Answer

  Date: 01/05/2023

  Following the filing of my complaint on Dec. 19, 2022, referenced ID #REMOVED, REMOVEDcontacted me to tell me they were working on my case and would notify me when they had a solution. Today I received an email message saying the case had been resolved and they gave me two instructions to follow. Those instructions did not work. So, I contacted the help center for assistance. I found out that they had once again closed my file. The Care Team member on the chat could not figure out what to do, so he once again sent my case to an elevated level.

   

  Throughout this entire process, I have received four emails telling me they had resolved the issues with my phone. However the issues were NEVER resolved. Instead of actually finding out if my phone worked after each email, they just closed my case. I had to start over on the chat line each time.

   

  I received emails on Dec. 17th at 9:12 am,  Dec 18th at 12:51 am, Dec. 19th at 11:59 pm and today Dec. 21st at 6:19. They all said basically the same thing.  My issue had been resolved. Had I not continued to contact Visibles help center, they would have just believed my issue had been solved, because no one bothered to check to see if my iPhone was really activated. So now I am once again waiting for the higher level Care Team member to contact me.

   

  Visible clearly sold me a product they can not activate and support. Needless to say my case has not been resolved.

   

  REMOVED

  REMOVED">REMOVED

  Customer Answer

  Date: 01/17/2023

  I returned the iPhone 14.  However, the issue of the trade in value of my old phone of $150 has not been resolved.  I have been working with Visible and Assurant, the other company involved, to either honor the $150 trade in value, or return my phone.  These were the choices provided in the emails from the company.  In the emails, there was an option to accept or decline the offer.  However, Visible does not have any means for the customer to accept or decline.  The Assurant representative has indicated that Visible will be sending the $150, but I have yet to receive notification from Visible or for that matter, any communication at all.

  Business Response

  Date: 01/24/2023

  Please see the attached document. The customer pursed an I-Phone 14 in the amount of $829.00 from Visible on December 6, 2022 after taxes the purchase price was $891.18. The device was returned and process in the warehouse and Visible issued a refund for the full purchased device in the amount of $891.18. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  
  

• Initial Complaint

  Date:12/20/2022

  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 had an issue since trying to transfer my visible service from my old Iphone XR to my new Iphone 13 pro. I would not be able to get data on the new phone, only calling was working. As visible does not have phone customer REMOVED, I have spent many hours waiting on the live chat queue and talked to many customer REMOVEDagents promising that they will fix it, but all failed to be able to resolve the issue. They claimed my case was escalated and I would get emails saying the problem is solved in the email, but the problem was not solved at all after following the instructions, and the email is not able to be responded to to tell them that, you have to keep waiting on live chat queues again. Meanwhile, I have been paying $25 for the service months while this is going on. They had assured me they would make things right and pay me for this month and more when this issue gets resolved but it did not get resolved. Now since I had no choice but to switch services, they will not pay me back anything, even for the month I had paid for now and not getting any visible service. This is ridiculous business practice, after spending countless hours trying to resolve the technical issue, they won't do right by the customer and refund the money for the REMOVEDI am not receiving and all of the time, energy, and inconvenience I endured while trying to get my phone fixed by their inept customer REMOVEDrepresentatives.

  Business Response

  Date: 12/22/2022

  Response Attached

• Initial Complaint

  Date:12/19/2022

  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.

  Where do I begin? Visible Wireless lured me into signing up for their cell phone service. I asked >>BEFORE<< ordering the service if my number would be able to be transferred. I was assured it was "NO PROBLEM!" Their website even states "Your old number can DEFINITELY be ported." I purchased their $1200 phone with the promise of Apple Air Pods and a $200 gift card. WEEKS later, Visible finally responds to my number transfer request and they say they can't port my number. The response came conveniently AFTER their 14 day return period. I am not the only person this has happened to. It has happened to DOZENS of people. US law states all cell numbers are portable, but Visible continues to just ignore the law. Now, they are holding me hostage with an overpriced phone that I cannot use. I've been paying for their UNUSABLE service for 3+ months...in addition to paying for my old cell phone service because my number is now in limbo. I have reached out asking for a supervisor, no response. I have BEGGED. Still, NO RESPONSE, no resolution. They only allow contact from social media or their app. The "first tier" reps have promised that they'll "Fix ALL the issues for me", but then nothing ever happens. I have actually shed tears over this nightmare.Resolution I simply want the following: I want my life to go back to how it was before I made the unfortunate decision to use this company. I want the months of unusable service REFUNDED. I want to RETURN THIS PHONE. If they will not accept the return on the phone, I want the dollar value of the "gifts" they used to trick me into signing up with them and the phone unlocked so I can take it to a WORKING cellular service. Phone number on account is REMOVED

  Business Response

  Date: 12/22/2022

  Response Attached

  Customer Answer

  Date: 12/22/2022

   
  Better Business Bureau:
  
  

  Visible's "Executive Relations Team" representative, REMOVED, reached out to me with an empathetic & concerned attitude. Furthermore, REMOVEDIMMEDIATELY sprung into action to quickly find me answers that made sense. While my number ultimately was not able to be transferred to Visible, REMOVEDprompt actions over a period of just 48 hours made me feel heard.

  My relationship with Visible has ultimately left me with a net loss of $190 over the period of 90 days (3months of cellular service that was not used since the number was not transferred, as well as the $100 insurance replacement deductible on the 2nd phone I was forced to carry in my left pocket.) Visible DID, however, make policy exceptions to honor the $200 gift card and free airpods promotions. (airpods were out of stock, so they send a gift card to the value of purchase). REMOVEDfast-tracked these gift card redemptions and I have already received them.

  I hope the Visible/Verizon network can support my number transfer in the future. I will continue to refer my friends and family to Visible's service.

  My one, humble suggestion would be for Visible to consider revising the wording of "You DEFINITELY can bring your number Visible" on their website. If there was any doubt about number portability, I would have waited to purchase the phone and this disaster could have been avoided. I say this with the hopes of my minor customer-view input helping REMOVEDbecome the best company they can and to avoid costly and preventable customer REMOVEDissues like this in the future.  

  BRAVO to REMOVEDfor cooling down a hot situation. I can honestly say I didn't think I could ever again have anything nice to say about Visible and she single-handedly changed my opinion.

  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

• Initial Complaint

  Date:12/19/2022

  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 a customer of REMOVEDfor several years. Currently I have 4 lines and I was looking to add a 5th line. I tried and it asked me to put the REMOVEDof a compatible phone, so I put the one of the Visible phones we are not using. It turns out the phone is no longer accepted by the network. 3 of my phones bought from Visible are no longer accepted and when I asked why they told me it was because they were no longer supported by the manufacturer. The phones are a REMOVEDA50 and 2 Motorolla Z4s. I checked, and the phones are not too old and they are still being updated (actually, one of the is asking to be updated right now)To buy a new line Visible wants e to buy also a new phone, and I can trade the ones that I have. The trade in value is $10, a comparable phone is several hundreds, and I don't need a new phone.There is no reason why Visible would not accept these phones as compatible considering they sold them to me. If they decided to brand them not-compatible any more, they might as well refund me what I paid for them.It is ridiculous that they are forcing me to buy a new phone that I wont use just to buy a new line when I have spare phones THEY SOLD ME that should be compatible.Also, at the end of the conversation, the representative decided to threaten me when I mentioned that I was going to submit complaints

  Business Response

  Date: 12/28/2022

  Response Attached

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18611486
  
  I am rejecting this response because:

  The statements are non-factual. I simply wanted another line. Getting a new phone would mean trading one of my phones for a less capable phone or buying a new one. Neither of those allowed me to continue to use the phones that I already bought from Visible. AT NO POINT I WAS OFFERED A COMPARABLE PHONE TO THE REMOVEDTHAT VISIBLE RENDERED INCOMPATIBLE. ALSO, THE REASON STATED FOR INCOMPATIBILITY WAS THAT THE PHREMOVEDWERE NO LONGER SUPPORTED BY THE MANUFACTURER, WICH IS INCORRECT.

  It is regreteable that Visible does not understand that when they sell a $600 phone to a customer they can't simply say the phone is no longer compatible after 3 years. 

  It is also regreteable that Visible decides to engage in business practices that have been sanctioned ilegal several times with several carriers in similar situations even in class action lawsuits. 

  I have since contracted service with a different carrier and thank the BBB for your mediation in this matter. Although I am no longer persuing actions through this channel, I reserve the right to persue legal action at a later date as I don't consider the matter neither settled or closed.

  Once again, I greatly appreciate the BBB services in these matters.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/19/2022

  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.

  When I signed up for service back in October 2022 there was a promotion going that was stated on the website that if you brought your own phone, transferred your service and paid 3 months you'd get a $50.00 virtual gift card. I brought my own phone, transferred numbers and paid 3 months of service. I chatted twice with customer REMOVEDand was told that I did qualify but it hadn't been enough time yet to get the reward code. I chatted with customer REMOVEDtoday REMOVED/REMOVED/22 and they stated there was a bug on the website and I didn't qualify for the gift card. My account still states this is a promotional offer for me and that I can redeem it with a reward code.

  Business Response

  Date: 12/20/2022

  Response Attached

  Customer Answer

  Date: 12/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/19/2022

  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.

  Please do not choose this company for your communication needs. I have been out of service for 4 consecutive days now. And, Visibles customer REMOVEDis nonexistent, frustrating and ineffective. I have saved all the unhelpful chats, and in one, I requested a callback that has yet to happen. The chat queue advises that you should check back every REMOVEDline, there is a pop up that asks if youre still there. And, if youre not there to reply, youre kicked out. Visibles technical support emailed me, asking for specific information, and when I tried to reply, I got a message that I could only reply via chat. How many useless tactics will this company use to further frustrate an already delicate situation? As I write this complaint, I am chatting with another representative, who has just advised the same - the issue has been escalated to a higher tier team, and you will receive an email. All of this, has now become unacceptable, and I am requesting to SPEAK to someone, again. But, it looks as if my second request to speak with someone will not happen as well. I am simply told that my case will now be pushed to an even higher priority, as if that means something, and to wait for the (infamous) email. There should at least be a dedicated department for OOS conditions, with the option to talk (and not chat) with a live person. I will update both the REMOVEDand this platform on the progression of events as they transpire.

  Business Response

  Date: 12/23/2022

  Response Attached

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18605110
  
  I am rejecting this response because: I have been out of service for 8 days now, and I currently have a Visible customer living in my home with no REMOVEDissues. This company has some serious issues and customer complaints regarding REMOVEDconnections. I will be spreading the word about this issue to warn others that this company needs to work out their network issues, before they can be trusted with patrons. See also FCC platform for more information. 
  
  Sincerely,
  
  REMOVED