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:12/09/2022

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

• Initial Complaint

  Date:12/07/2022

  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.

  Visible locked my replacement iphone 14 Pro **** they refuse to unlock my iphone which is their responsibility to do so,

  Business Response

  Date: 12/09/2022

  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 ********. I will wait 60 days which they claim that they will unlock my device. If they fail to do so, I will be back.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/07/2022

  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.

  S so on November 14 I purchased a phone from a firm and a plan from visible by ******* stating that all you needed was Wi-Fi to get everything started and then you would have a phone service. I receive the phone on the 15th download in the program follow the steps did everything I was told phone wouldnt work cathartic cathartic got a hold of tech through chat support because they dont have a telephone number where they can be reached I have tried numerous times of sitting in parking lots for numerous ours having to drive 30 minutes away to use different WiFi sources nothing is working and now theyre refusing to refund my money for the phone and the plan. They are a sorry company do not I repeat, do not get involved with them.

  Business Response

  Date: 12/08/2022

  Thank you for referring the complaint by ******************* to Visible for review. We appreciate this matter being brought to our attention. As of today there are no records listed in the system for this customer for ******************** to further investigate. 

• Initial Complaint

  Date:12/07/2022

  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.

  This company states on their website that a purchased phone will be locked for 60 days. I have purchased a iPhone from them and have had it active on my account for more than 60 days. I have reached out to the company on multiple occasions to be told they are working on it (unlocking it). A resolution will be made with-in ***** hours. This has been going on for a week now and no resolution has been made. This company does not allow you to talk to a live human and only operates through a online chat option. They also do not have physical store locations to resolve issues. This means of communication separates the company from being held accountable to the consumer and their needs. I feel like my concerns are sent to a black hole into outer space and no resolution is being created. If you read posts online from other users, their experience appears to be the same. I believe this matter could result into a class action lawsuit against the company. Their communication is unacceptable and follow up does not occur. I have spent $1000 on this device and I am not able to use its full functionality. As of today my device remains locked.

  Business Response

  Date: 12/08/2022

  Response attached

  Customer Answer

  Date: 12/08/2022

   
  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:12/07/2022

  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 purchased Iphone 14 Pro on Visible website with $250 + Beats *** on 11/22, but I found out they have better promos one day after (11/23), then I chat with their live agent to match the promos, but they asked me to return the phone and buy it again instead. I did on 11/24, but due to their website is so limited, I can not see the second phone tracking number, I have to contact with them again and again for the returning and purchasing issue. Their customer ********************** is online only, During that time, I waited hour after hour all night until I fell asleep and woke up with no response. And also one time the live agent was not willing to help me for about 3 hours due to I can not receive email from them. I told her I can verify with the other way, but she insisted email only. I didn't want to end the chat because it is super hard to contact with them. And 3 hours later, the live agent **** found out that I don't need to be verified, because I signed in my account and request the live chat. Later I did ask their manager to call me, and the manager **** asked my current carrier, I told him it is Red Pocket, he asked me to request account # and port-out pin from Red Pocket, I followed his instruction. I received my new phone last night, and waited for Visible live agent for a whole night, then I had to set up a alarm clock at 4am this morning, and hoped they can help me this morning. I waited about another 1 hour and agent ********* came. I told her my carrier is red pocket again, and all the info she need, at first I was worried about whether I can get the $300 promos, so I didn't open the new phone, try to activate on my old phone, she promised me it is ok, and ask me to open the new phone. After I opened the phone, she said I may not get the promos because of my current carrier is not eligible. I was so disappointed they can let me know so many times, but they didn't. Even manger didn't say anything. Then I talked to another Manager ******, he put all the blame on me.

  Business Response

  Date: 12/07/2022

  Response Attached

• Initial Complaint

  Date:12/07/2022

  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 September 23rd answering an email that I was eligible for a phone upgrade through Visibles upgrade program... I clicked on the link in the email and proceeded to purchase a new phone, fully expecting that I would receive the new phone With a return label or one would be sent to me so that I could send back my current phone. I had an Iphone 12 promax and purchased the Iphone 14 Promax... From that moment on VISIBLE and their systems have messed up everything. They claim that the purchase was not made through the upgrade program... That was the first mistake as I clicked ON THE LINK in the email directly for the upgrade program and did EVERYTHING as requested by VISIBLE. Finally after a week I had to do the asking about WHERE my return label was. I had the phone ready to send back. After weeks of back and forth I finally got a shipping label and sent my I phone 12 promax back. I have every email and message back and forth since then. Bottom line. They claimed that they never got the iphone 12 back and that the label was created for the i phone ************************* the system UNTIL I did their job for them and tracked the label that THEY sent me where it clearly showed being received at the warehouse. I have been paying for that iphone 12 STILL even though THEY have it and were supposed to have paid IT off upon receipt. Instead what they did was not claim anything about having ever gotten anything from me and due to the laziness and incompetence of their customer ********************** they ended up making my iphone ****************************************************************************** without service. Their solution is unacceptable because they are asking me to now send back the iphone ********************************************* with NO PHONE and no TRUST that they will acknowledge receipt. Now I am without service or the ability to get it back because they refuse to do the right thing,I have everything documented.

  Business Response

  Date: 12/16/2022

  Response Attached