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:12/05/2022

  Type:Billing 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.

  No phone service, No way to contact them to cancel account or to get resolution of problems. Waited on "chat" for 2 hours with no contact.When I try to make a call I get the message "the number you have dialed has calling restrictions that have prevented the completion of your call", announcement 19.I cannot receive calls either, "the wireless caller you are trying to reach is not available, announcement 902"I would like to cancel Account before I get charged $45.00 for another month of service.

  Business Response

  Date: 12/05/2022

  Response Attached

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18468806
  
  I am rejecting this response because:
  I expect  a full refund of $45. I have begun the process of a fraud claim at *********** They have reversed the charges and are investigating the matter. I officially cancelled my service with Visible on November 29th by visiting a ******* store and transferring service to them. I had to do it this way as I had no way of contacting visible through their advertised means of contact. I was charged $45 on Nov 30th, I refute this charge. I attempted to contact Visible directly by multiple means to no avail on November 26th to cancel service. Billing is charged monthly in advance, I am no longer a client I should not be charged an advance monthly fee.

  Thanks for your time and effort,

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

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

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

   

  
  

  Business Response

  Date: 12/14/2022

  Due to the member disputing the charge with their credit card payment (chargeback) Visible is unable to offer a refund. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  
  

  Customer Answer

  Date: 01/04/2023

   
  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:12/05/2022

  Type:Billing 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.

  Company that I have the issue with: Visible Wireless / ******* owned Wireless provider Original account email: ******************* Current account email: ******************* Original Issue: When attempting to place an order for service, I was presented with an error message of "We are unable to verify this address". Visible support told me to use an Address other than mine to complete the order. I did not want some stranger / address that did not belong to me on my account or to have the *** card for service shipped to somewhere other than my home. Visible support suggested that I order a Visible *** card from Amazon and I verified that I could still get the $5 monthly discount. They / Visible had a support case opened on this issue #******** but I am unsure how much was documented in it.Current Issue: I need the $5 per month discount applied to my account and for my service address to be changed to my correct address. Visible support had me troubleshoot the issue on my end but then tells me they are unable to provide the discount as I did not sign up for service using the landing page. But I was originally told by another agent that I could get the discount.All I am asking is to have my billing adjusted with the discount.

  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.

  Note: I will check next month to verify that the discount is applied.

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

• Initial Complaint

  Date:12/05/2022

  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 bought a new iphone 14 pro from visible during black friday(11/27) weekends. They have a deal if you transfer your phone number into visible, they will give you a $300 gift card. So I received my iphone on 11/29, worked with the customer ********************** on chat to port out my phone and transfer to visible, once they said transfer is ready and asked to activate my esim, I got locked out completely, could not use my new iphone at all since then. It is saying SIM not supported, I have been chatting with the customer ********************** everyday for hours because I do not have a phone number and internet to use, contacted Apple store and my old carrier ******** they told me the only way is for Visble to setup my esim again, Visible has been telling me they are fixing it and no ETA for the fix. It has been 7 days without a phone number and I could not work on my double authentication with my phone number and do not have internet to use, I cant go out without internet and cant access my account without my phone number. Please help me to fix the issue case number ******** and credit me the days that I could not use my phone number since I am been paying for nothing.

  Business Response

  Date: 12/08/2022

  Response attached

• Initial Complaint

  Date:12/05/2022

  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 mobile service yesterday after seeing $15 off for the first 3 months of service. I was doing the online chat with their employee who acknowledged that it was indeed on their website. He stated the promotion had ended on 11/29/22. However, they are still running the advertisement on their website. I asked for his supervisor to call me and he kept giving me the run around and would not allow me to speak to one. He then stated they would call me in 35 minutes but they never once called me. I have screen shot proof of our conversation as well as the advertisement on their website. Their employee also acknowledged that the promotion was indeed online. This is false advertisement on their part and poor customer ********************** that should have been resolved. I waited almost an hour to do an online chat and another hour and half for a call back.

  Business Response

  Date: 12/06/2022

  Response Attached

• Initial Complaint

  Date:12/04/2022

  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.

  Did not receive the code for apple airpod 3. The code is out of stock per chat agent. He can just offer a Gift card for $150. But the Airpod 3 is 169+tax on apple.com. I am requesting a gift card for $180 or email the code asap.The phone did not unlock automatically after 60-day use. CS told me someone will contact me in hours but no one reached out to me Visible account#************

  Business Response

  Date: 12/05/2022

  Response attahced

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18522415
  
  I am rejecting this response because: the phone is still locked
  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/09/2022

  Please attach a screenshot showing that your device is still locked. As an email was sent on December 7, 2022 advising that the device is unlocked.

• Initial Complaint

  Date:12/04/2022

  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.

  Purchased a phone and plan with Visible, the purchasing process was confusing and I thought I would be prompted for a shopping address instead it used my billing address. Since you are required to sign, I immediately messaged and asked for the phone to be sent to my work address, the agent assisted and told me to confirm with *****. Called ***** and they sent me back to visible which the agent then said I would babe a phone the next day and he took care of it. Later in the evening, I received a notice from visible specialtythat they were blacklisting the device for incorrect address. I tried seeking clarity and was made to feel that this was SOP. I received the phone at my home address where it was left in my doorway while I was at work no signature. I activated the phone and used it for about 36 hours. Now it's not activated anymore and I can't connect to the network it says sos it will not let me use the app to reactivate as it says error reach out to us, when you do that they say it can take up to 48 hours for a response as the chat repa can't help even though the email says that they can not. Additionally, they don't call you back when you make the formal request in the application. Poor customer **********************, inadequate training and a lack of responsibility for their customers. I am very upset they would say I said it was stolen and ask for a police report when I never stated that. Ever.

  Business Response

  Date: 12/06/2022

  Response Attached

• Initial Complaint

  Date:12/04/2022

  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.

  Bought a phone that I received on Nov 15th started service that day and had issues calling specific numbers. Reached out to customer ********************** to resolve the issue and they asked me to return the phone I could not afford to be without a cell phone at the time, when I was prepared to be without a phone it was November 26th. When I contacted customer ********************** they said I was past the 14 day return ***** they said phone was shipped on Nov 12th I dont see how they could hold me liable for the 3 days it was in transit. We came to an agreement that due to special unforseen circumstances that I would recieve an email the following day Nov 27th about returning the phone. From Nov 27th to Dec 3rd I received 6 different emails on as many days saying we will get back to you in 24 hours each time a few hours past the 24 hour ***** My issue was never resolved and they lied to me about the return. I was forced to buy a new phone and change to a different cellphone service provider. I am seeking 42.50$ half the price of the phone and 7.50$ for the last week of service I paid for and never received for a total of 50.00$.

  Business Response

  Date: 12/07/2022

  Response attached

  Customer Answer

  Date: 12/07/2022

   
  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:12/04/2022

  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.

  Date of transaction: Nov 30th Order number: #******** I created an account on visible and joined them on 30th nov 2022. I ordered a deep purple iPhone 14 Pro *** but it isn't working properly and I have no service ever since I ported into this new carrier -visible since that day. I received my phone on the 2nd Dec and was porting my number over. However even before I ported my number over, I used the number that they had initially given me and realised that it wasn't working on the phone. I thought ill give it a chance after I port my number over from ***** After giving it a day, it still hasn't working and I called **** and they told me its fully transferred and its an issue with Visible.I then checked with apple to see if they could help after trying various solutions they said its an issue with Visible which is why the phone isn't working.I have been trying to reach visible for a few days so I can initiate the return within the 14 days return period once I realised that the device isn't working. However the chat is not responsive as it is often loading and disconnects and there isn't any emails I can send an email to. I also tried to reach out via ******** chat but after providing all the details, they disappear and do not respond to my request of returning my device. I would like to return the device and be refunded so I can done with this business. Consumers should be aware and stay away from here.Total: $1,199.00 ( for the phone) + $42 ( visible charge for their line/service)I have additional evidence to from APPLE and all their own chats to show that they disregard they customers and do not respond.

  Business Response

  Date: 12/06/2022

  Response attached

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18521499
  
  I am rejecting this response because: I would like to ensure that the refund is back to my account and the loan is cancelled with Affirm. I've seen cases here when they acknowledge but the refund is not back in the consumer account. Thus I would like the case to be open till this is fully resolved and not just an acknowledgement. Though the letter helps as I will be able to dispute the charge with affirm is no refund is done within 14 business days as promised by visible.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/04/2022

  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 am filing this complaint about Visible customer **********************. I have been in contact/ trying to contact them for multiple days regarding this issue. I am not able to transfer my phone number due to a glitch in their system, but it has now been 4-5 days with decreasing communication and no movement in the process. There is no phone number to call, I wait for 3 hours just to get into a chat, then the chat person stops responding or the chat randomly ends. They will not respond on social media. In theory, this plan looks good, but its completely useless if I cant use it and cant get anyone to assist.

  Business Response

  Date: 12/05/2022

  Response attached

• Initial Complaint

  Date:12/04/2022

  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.

  Before placing this complaint, I read through most of the previous complaints. And, there are three underlying reasons for the frustration of 99% of all customers. It is the absence of human emotion and empathy that a chat only customer ********************** exudes; and, the valuable, unredeemable time that it takes to wait and articulate in writing to an entity that seems incompetent. On 12/3 @4:45AM, I woke to an out of service condition that was the sole fault of Visible. I and My callers heard Announcement 803 on all in and outbound calls. This announcement is what most telecommunications companies use when the service has been initially disconnected for non-payment. And, since I always pay my account 4 to 5 days before the date due, I was confused as to why this was happening. (I have cut the cord on my analog service, so cellular is all that I have and use to stay connected to the world. And, on this particular morning, I needed to make and receive some important calls). I began to chat and was disconnected twice. Obviously, I was not the only person having issues, as I was the 34th, and then the 41st person in queue. When I finally got through to a person, I asked why my service was down. The rep had no clue, until I mentioned the announcement. And, as usual, this company always asks if YOU made an update or change to your phone, and no matter how YOU answer, the next or last request is that YOU toggle Airplane mode and restart your phone. And, this is the third reason for Visibles unhappy customers. After all is said and done, this company always makes YOU feel as though YOU and/or your equipment are/is the catalyst for the problem. And, I am troubled. Because, intermittent, unforeseen service disruptions seem to be the norm for this company. And I, like most customers, thought that having to endure crappy customer ********************** was an even exchange for the low monthly price and unlimited service. But, it is not; and customer compensation and heavy FCC levies are due.

  Business Response

  Date: 12/05/2022

  Response attached