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:09/19/2022

  Type:Billing 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.

  Lack of company responding to repeated attempts to fix issues with account

  Business Response

  Date: 09/15/2022

  Please see the attached BBB letter response. 

  Business Response

  Date: 10/04/2022

  Response Attached

• Initial Complaint

  Date:09/18/2022

  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 my iPhone 13 pro *** through Visible in November 2021 and activated it immediately. It should automatically unlock my phone after 60 days. But I found that Visible did not unlock my phone in January 2022, which is consistent with our contract. I tried to contact Visible in January, February, and March, but it doesn't work anymore. I have wasted hours with their online chat support. Currently, 09/12/2022, my phone still has no data service, and no calls. And my phone showed that "the device be restricted to the original carrier", which means my phone is still locked by Visible. I cannot use any other carriers on my phone and I am still stuck without data service. I have to continue to use my old phone! I will also file FCC complaints until Visible fixes. I need my purchased phone with data service, No matter exchange my phone or any other settlements.

  Business Response

  Date: 09/28/2022

  Response attached

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18043420
  
  I am rejecting this response because: the VISIBLE team responsed that they need a few days to figure out the problem. I have received this same answer in March when I first reached out visible team. It is almost 6 months for waiting the solve answer. I dont want to wait anytime. I bought this phone for 1 year but I cannot use it for one month. 

  I hereby request the another alternative way to solve this problem. I need to use my phone now, please exchange another unlock phone to me. Or, I can trade in this iPhone to Apple, but visible should compensate my loss, at least $1000. Otherwise I will resort to law and any other ways.
  
  Sincerely,
  
  ****************

  Business Response

  Date: 10/11/2022

  Visible has communicated with the member advising that the device worked up until the point when the member inserted an international SIM card into it after being advised that we can't use an international SIM. The device is unlocked on Visible end however, after further review the device is locked by another carrier possibly the international carrier. In this instance because the member was advised that we cannot use an international SIM Visible is unable to trade/exchange/unlock the device.

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18043420
  
  I am rejecting this response because:
  
  
  Due to time difference, I have confirmed with my international carrier just now. They said that they dont have access to lock the phone. They even not know how to lock my phone by SIM card without any devices details.
  Because this purchased device is bound by ******************** and it shows visible is the carrier in GENERAL section of phone. Its impossible locked by other carriers. It possibly should be Visibles technologies bug.
  Please help me further settle this issue.
  
  
  Best,
  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:09/18/2022

  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 was traveling for work and stopped at the Apple Store to pick up the new iPhone on Friday. I went to activate my phone and Visible had no way of doing so. The Apple Store had instructions on how to do the transfer but guess what? Visible was not prepared for this, therefore chat, which is they only way they will communicate with you was backed up. I also reached out to them on ******* to no avail. We started trying to contact Visible Wirelesss at 1:20pm in the afternoon. Come 5pm I had to leave to see my elderly mother so the only way I was able to get service was to buy yet another Visible Plan with another e-mail address. Visible-Why wasn't this as simple to do when transferring my current plan? When I got to my moms, I tried chatting again with them. I would get up to 12, 10, 6 etc in line and the get kicked off of their chat. It took me to 3:23AM Saturday morning to get this sorted out. I wasted HOURS with their online chat support all to get service, something I pay them for. This is not acceptable for any business to have no way to contact them other than the. chat platform, especially for a loyal existing customers. I am also filing reports with the ********* so hopefully next time they will be prepared when they are advertising upgrades yet are not prepared to make it simple for the customer and easy to do and also be prepared to handle incoming customer ********************** requests.

  Business Response

  Date: 09/28/2022

  Response attached

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18043354
  
  I am rejecting this response because there was no goodwill or anything offered to cover my time without service. I have filed a complaint with the *** and the *** as well. 

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

  Customer Answer

  Date: 10/03/2022

  I would like to be reimbursed for being left without service. 

  Business Response

  Date: 10/10/2022

  Due the inconvenience Visible has a issued a $5.00 credit to the account.

  Customer Answer

  Date: 10/10/2022

   
  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. This is almost a joke of a reparation to such an issue but I will make sure to leave negative reviews on every platform about my experience. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/18/2022

  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 signed up with Visible cell phone service on Wed 14th Sept and spent time trying to port my old number to the service (they gave me a different number to start and said I could port my number later)...it took a day to get my old number onto my (Visible) service. The new service was done through an "e-sim" which changed my phone so that I couldn't use it, by dividing my contacts into either "Primary" or *************** numbers...calls and texts wouldn't go out. The website offered no help with this issue, and neither did the on-line chat service. On Sat 17th, I went back to my original carrier ********* and they couldn't get my phone to work because of the e-sim that was installed, so ********* had me pick up a physical sim at one of their stores. The repeat ******* installed the new sim, but had a hard time getting the phone to activate. I've tried to chat with Visible several times but I am thrown out of the system every time. I did a look-up of the company and tried to call them directly, but the voicemail box is full and won't take my message. I feel they are trying to avoid me. I am requesting my $30 that they automatically billed onto my credit card on the 14th....BEFORE I even received any phone service. Thank you for your help with this matter,*********************

  Business Response

  Date: 09/27/2022

  response attached

  Customer Answer

  Date: 09/27/2022

   
  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:09/18/2022

  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 introduced new plans , by doing so they slowed my line . I should have unlimited data not capped but my plan is capped. Previous rep blacklisted my serial . Bought a new iPhone and this is slow as f*** Also . Their employees refused to let me speak with a supervisor . Let me idle and closed the chat multiple times

  Business Response

  Date: 09/27/2022

  response attached

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18042541
  
  I am rejecting this response because:
  
  a genetic , cut and paste message was presented . I dont work at visible either ********* I thank the lord ) . What do ever ; I am willing to pay additional $5 to get the top of the line . Regardless if a plan $10.00 cheaper is way better than mine  

   

  also visible telling me they dont cap speeds is bs . Any data  issue was constant   needs work speed test  

  My new iPhone 14pro , performs worse than anything I ever own and this is due Visible. 
  

  visible is fun up till starts to fail .

  
  92kbps doesnt even open a f*king webpage  are we on **** technology ? Looks like 56kbps was a big deal  . 
  i  will call a Cease and desist off visible and their Employees ( including ********* to stop all DAtA speed harassment ASP . 

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

• Initial Complaint

  Date:09/17/2022

  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.

  When attempting to switch my service to a new cell phone, there was some sort of error and the transfer failed. After the error neither my old phone nor new phone had cell phone service. I have attempted to contact Visible customer support we no success. They do not offer a support phone number. Their chat never responds, neither does ******* DM or FB messenger. I have attempted to contact them for almost 24 hours with no success. Im stranded with no cell service and no way to contact Visible.

  Business Response

  Date: 09/26/2022

  RE: ***************** Complaint #:18040248
  
  
  Dear BBB:
  
  Thank you for referring the complaint of  ***************** to Visible for review. We appreciate this matter being brought to our attention.
  
  ***************** filed a complaint on September 17, 2022, regarding communication with Visible chat support and the transfer failed error causing ***** devices not to work. **** chatted with a Visible chat support representative who redownloaded the **** and provided **** with additional troubleshooting information on September 17, 2022. **** ultimately terminated his account with Visible. Due to the usage on the account and not meeting Visible refund qualifications at this time, the request for a refund is denied.
  
  
  Visible considers the matter resolved and we apologize for any inconvenience that **** has experienced as a result of this matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.
  
  
  Sincerely,
  
  *****************************
  Executive Relations Team
  

  
  

  Business Response

  Date: 09/26/2022

  Response attached

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18040248
  
  I am rejecting this response because my cell phone service ceased operating on Friday September 16th. At that time Visible customer support was complete unreachable. Visible only offers social media DM and online live chat. Both of those support channels were completely unreachable. My phone service continued to be down on Saturday September 17th and Visible support continued to be completely unreachable.  I was desperate to find a resolution and filed a BBB complaint. I was finally able to reach Visible support near midnight on Saturday the 17th after extraordinary effort on my part. 
  

  If visible fails to provide cell service due to their technical failure, they should provide a refund to their customers for that time. I ultimately canceled my service because phone service is a critical product that I cant have beholden to a company with such limited customer support capabilities. I encourage others to do the same until Visible invests in proper customer support.  

  
  
  Sincerely,

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

• Initial Complaint

  Date:09/17/2022

  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 requested my concern be escalated since September 2. For two weeks, I have had no follow up except as detailed below. Due to the serious nature of my concerns and the fact that Visible changed my service plan to a higher cost plan related to fraud, if I do not receive contact within the next 5 business days, I will take my concern to the Better Business Bureau.On September 2, 2022, my service on ************ was suddenly disabled. I contacted Visible through online chat and after 2 hours of troubleshooting, I was directed to send a message with a case number to ******** Messenger or ******* for further assistance (although that seems incredibly inefficient). I did so through ******** Messenger immediately. After receiving slow response over the course of September 2, 2022 via ******** Messenger exchanges and still not having service, I again contacted the chat service. By this time, I had not had service for approximately 12 hours. Someone worked with me and eventually installed a new SIM card. I had only ever had a physical SIM card, but now I was told I had to have an e-SIM. No explanation of why was ever provided.While in the chat on the evening of September 2, I looked at the history of my Visible account and noted two things. First, on September 2, 2022 6 SIM cards had been requested. I found this unusual. Also, my plan moved from the grandfathered party plan to the higher cost plan for new subscribers to Visible. I indicated this in my chat. I was told there was nothing that could be done. At this time, I asked to escalate as that didnt make sense. I additionally have 4 family members on MY party plan so their accounts are at risk of losing grandfather status as well. I was told I would get a call soon from escalated Customer ************************* September 5, 2022 a number of things happened at the same time. My Visible service went out late into the night AND I began getting alerts by email that passwords on my bank, credit card, tax returns and

  Business Response

  Date: 09/27/2022

  Response attached

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18040211
  
  I am rejecting this response because: The response is incomplete as it only indicates my concern is being researched by Visible. No resolution is provided. Further, it addresses one part of my complaint- fraud. In addition to that, my complaint further details the fact that at the time the fraud occurred, I was switched from a grandfathered LOWER-COST plan to a new, higher cost plan. Visible has refused to honor my grandfathered plan, though the switch was not made at my request.It was part of the fraudulent activity on my account.
  Until further research is conducted and resolution is provided, the response is rejected.
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 10/03/2022

  While the fraud investigation was addressed in response to the complaint, an email was sent to the member on September 28, 2022 advising that, unfortunately, Visible is unable to place her back on her previous plan. Visible offered the member a credit/credits to offset a few of the monthly charges going forward. However, the member stated that "it would be more cost effective for us to go to a different service provider". Visible is currently still investigating the fraud concern.
  
  
  
  

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18040211
  
  I am rejecting this response because: the response is unacceptable. Visible moved me to a more expensive plan without my consent in conjunction with allowing my account to be accessed by an unknown party. This unknown party was able to get a new SIM card and take over my cell phone number further gaining access to any and all accounts. It is only appropriate that Visible restore my account to the level/tier on which it existed prior to allowing my account to be compromised and changed. I did not change my account level. Visible should be fully responsible for correcting this matter.
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 10/13/2022

  While Visible understands and apologizes that there was account take over the member was advised that we are unable to place her back on her old plan. We have offered an alternate solution as we cannot offer the member her old plan and the member refused the offer. Visible has thoroughly investigated the issue and no further action or will be provided regarding switching the plan.

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18040211
  
  I am rejecting this response because: Visible offered a $5 discount for a month. I was permanently moved to a higher cost plan. The only acceptable remedy would be to provide a monthly credit equal to the difference between the legacy plan and the play I was moved to (the legacy plan still exists) for as long as the legacy plan exists- not one month. That would make me whole for the plan swap. If this can be done, I will accept the solution.

   

  Visible has done nothing to make me whole for the fraud, however I understand attempts have been made to ************** in general. After further research, the account takeover via SIM card switching is a known and common concern with Visible.
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 10/29/2022

  No set amount of credit was mentioned when communicating with the member via email.

   

  ******, *************;<********************************************************> Wed, Sep 28, 2022 at 2:31 PM
  To: ********************************** <**********************>
  Hello *******,
  
  
  Unfortunately, we are unable to place you back on the party plan, but we can apply a credit/credits to your account to offset some of the cost if this would help. 
  
  
  Thank you,

  Customer Answer

  Date: 11/05/2022

   
  Complaint: 18040211
  
  I am rejecting this response because:I agree that no set amount of credit was specified in the message, however Visible credited me $5 for two months ($10). Aside from that, I have seen noting that would indicate any other offset.

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

  Business Response

  Date: 11/15/2022

  The reward in the amount of $5.00 was applied to your account prior to this complaint. When communicating with the member after the complaint as mentioned, no set amount of credit was offered due to the member stating "It will be more cost effective for us to go to a different service provider." Do you plan to stay with Visible? If so, then I can gladly email or respond to this complaint letting you know what we're willing to offer as a credit to the account. 
  
  
  
  

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18040211
  
  I am rejecting this response because: I am willing to remain with Visible should I be made whole and be credited for as long as the prior plan is offered to existing customers (grandfathered party plan participants). I am not able to determine how long that will be, as I do not know Visible's plans to allow grandfathered participants to remain on that plan.

  Further, I have been able to resolve most of the issues related to Visible allowing my SIM card to be overtaken by a hacker and Visible's lack of urgency when I attempted to work with Visible care to get it resolved- I was told to send messages to ******** Messenger and ******* as noted in my account history which did nothing to urgently resolve the fact that my SIM card had been hijacked and was being used maliciously by an unknown person or entity for MFA. However, one vendor, Target, will not refund fees related to an auto-payment that was made from my primary bank account that was hacked during this takeover. This resulted in $99 in fees that I attribute to Visible allowing my SIM card to be transferred to an unknown person or entity and failing to assist me for nearly 48 hours once I identified something was wrong. So, I additionally request the $99.00 in credit.

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

  Business Response

  Date: 12/06/2022

  Visible will offer a credit however, its not determined by the member as the previous plan is no longer exist and Visible no longer offers party pay. Visible will offer a one time credit $100.00.

• Initial Complaint

  Date:09/17/2022

  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.

  * Date of transaction: 09/ 16 * Amount paid: $240 phone + $30 plan= $270 * Business committed: 24/7 customer ********************** * Nature of dispute: Zero Customer **********************, company lied about "port in phone number transfer"* Business has not tried to resolve issue.

  Business Response

  Date: 09/26/2022

  Response attached

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18039830 

  I reject the business response. I had waited over 24hr's for response. I message Visible in return an wait another 24hrs. They never answer any questions it is all automated. I asked for refund for starting an new line nouthing. That is not 24/7 customer **********************.
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/13/2022

  As shown in the screenshot that the member provided the member had the option of waiting to chat with an agent. Due to the usage on the account Visible is unable to offer a refund. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  
  

• Initial Complaint

  Date:09/17/2022

  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 September 1 2022 I bought a A3 ZTE phone for $50 and a $30 service plan from them ! The phone arrived next day ( shockingly ) then I got the app like they said and I activated the phone ..just to get the sim card is from an unknown scource...talked to their tech..they assured me it would be fixed...the sent another sim card..took 4 days to get here...same message it is now 17 days later and i no longer want their service i want a full refund PERIOD !

  Business Response

  Date: 09/26/2022

  response attached

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18039661
  
  I am rejecting this response because:
  They never refunded nothing and the phone they sold me for 50$ is worthless ! This is a scam ! Ither people have had the same run around ! I expect a full $80  refund period ! I do not want anything to do with their company except a full refund ! 
  Sincerely,
  
  *************************************

  Business Response

  Date: 10/04/2022

  Visible policy for returning devices are 14 days from date of purchase we are outside of that window and unable to accept the device however, a refund was issued in the amount of $30.00 on September 26, 2022 for the monthly service due to no usage on the account. 

• Initial Complaint

  Date:09/17/2022

  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.

  So with the following company I have been trying to reach out for over 24 hours and I cant get in contact with a chat representative and I have $50 in two accounts and Visible has suspended the two accounts. Ive tried reactivating it online, but they both get stuck in an error of we didnt receive your payment. So right now Im out $100 for two phone lines that dont even work. This is the worst customer ********************** I have ever gotten someone did reach out to me by the time I reached out to them they couldnt even get back to me. Visible told me from my representative that theyve had a huge influx of customer ********************** calls. The crazy part is I have a third line with them and the line reactivated fine after payment.

  Business Response

  Date: 09/26/2022

  response attached