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:01/27/2025

  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 returned my old iphone as part of their trade-in program. They valued the phone at $236. I followed the instructions including turning location services off before sending it back. They said the location services had to be turned off by Jan 10, 2025. ***** automatically applied a delay on that to January 16, 2025. I contacted Visible about this issue and they told me not to worry that they include a buffer time after the fact and then Jan 10 and 16 went by and they closed my trade-in offer: Your phones location finder was not turned off by Jan 11, 2025. As a result, its value has been adjusted to $0 and your device will not be returned, as stated in the Trade-in Terms and Conditions agreement. They told me to call Assurant to retrieve my phone but I have called Assurant in the past they do not answer the calls so now they kept my phone and are not applying the trade in value.

  Business Response

  Date: 02/06/2025

  Please see our attached response for the received BBB complaint.

• Initial Complaint

  Date:01/16/2025

  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 WIRELESS BY ******* IS A HORRIBLE SERVICE!!!!. MY PHONE HAS BEEN ON SOS FOR DAYS NOT ABLE TO MAKE OR RECEIVE CALLS ( **** PAID IN FULL) YOU CAN ONLY REACH THRU APP. THEY CONSTANTLY LIE FROM AGENT TO MANAGER SERVICE . I HAVE NO DATA SERVICE AT ALL.THE OPERATIONS MANAGER ILLEGALLY ACCESSED MY ATT HM LINE. WHEN CONFRONTED SAID SORRY. WHEN TOLD HE COULD GO TO JAIL HE HUNG UP IN MY FACE .... STILL I HAVE NO SERVICE AT ALL ... PHONE IN SOS MODE!!! ATTACHMENT SHOWS SERVICE IN SOS MODE .THEY ARE NON KNOWLEDGE ABOUT THEIR SERVICE !!!! VISIBLE WIRELESS ****************** THAT DOES NOT CARE ABOUT CUSTOMERS... ALL THEY DO IS LIE WITH NO RESOLUTION BEWARE!!!!!!!

  Business Response

  Date: 01/31/2025

  Please see our attached response to the received BBB compliant.

• Initial Complaint

  Date:01/16/2025

  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.

  This business is at fault for allowing and accepting someone to fraudulently use my credit card incurring a debt on my statement of over $500 that I did not make Nor did anyone in my household or authorized users make. I am 92 years old and I shop at the same places repeatedly in **************. All of a sudden, the month of December there are 25 charges in the state of ******** to this company. (******** is also remiss in not contacting me to verify if I had made such purchases which were completely out of the norm for my spending habits.This would have let me know something was wrong. I find that to be a failing on the security measures of Citibank). But more importantly, visible communications very easily allowed someone to use my credit card number without going through the proper channels of checking to make sure they were authorized. And now they are disputing that I made the charges. I never leave the state of ******* and I know no one in the state of ********.. If you look at the previous statements, its obvious this is not the kind of thing I would spend money on. I am a victimof fraud. Visible is trying to perpetuate that fraud. Visible lied on the dispute document they returned to ********. They claimed that I made these types of purchases on other forms of payment ******** times. That is untrue and I can prove it. These purchases to which they are referring, were all made on the same card multiple times by the thieves. The fact is there were multiple charges, but it was on the same credit card and. Visible communication made this possible for the thief with their lack of proper verification of the credit cards authenticity which they accepted. Visible made a mistake and they want me to pay for it. I am an honest consumer and I need the BBB to help me protect myself against the visiblepredator.

  Business Response

  Date: 01/30/2025

  Please see our attached response for the received BBB complaint

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22818230
  
  I am rejecting this response because:

  I want to make this clear to the BBB because I appreciate what they do for the consumers  

  ******** has refunded the money to my account. So all is well on that front. After they endeavored further investigation, they obviously became aware of what I discovered about the response from visible. This is what I want to make clear to the BBB.

  The visible response on the response document in reference to point number 12, which was the only item they marked as a reason to dispute. My issue, says that I made several purchases on different methods of payment. That was misleading. Im sure that ******** looked into this point  and saw that to be unfounded  

  So, I am content with the outcome at this time, it appears that my financial situation has been properly handled by ********, but I still resent visible misleading Citibank with their response document. This led to a waste of time and paperwork on everyones part. As I pointed out before all purchases were made on the same stolen credit card.Anyone in this business can see at this point that it was a clear fraudulent theft of a credit card and therefore an unauthorized useage  
  

  While Im not insinuating directly that visible attempted to mislead Citibank in order to cast a net of doubt over me, I would like to point out that In the future, it would be beneficial to all if visible would be more careful about the points they mark as a dispute factor on their response documents.

  Thank you to BBB for protecting the consumer and I consider the matter closed at this time unless further developments arise, based on this misunderstanding on visibles part  

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

• Initial Complaint

  Date:01/13/2025

  Type:Delivery 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.

  On Dec 3, 2024, I purchased an iPhone 13 through Visible with the Bring Your Own Number and trade-in program. Before submitting my order, I reviewed Visibles shipping policy to ensure *** Next Day delivery was used so the phone would arrive on Dec 4, as I was traveling out of town from Dec 5 to 10. However, on Dec 4, I received a shipping delay notice via *** tracking. Concerned, I contacted Visibles customer ********************** (Case #********* to understand my options. Unfortunately, the agent I spoke with was inattentive and made a critical mistake. She informed me that she had already activated my service, and almost instantly, I received a notification from my previous carrier that my number had been officially transferred to Visible.This error left me without phone service or data from Dec 4 to 10 while traveling, as my current phone (designated for trade-in) is not eSIM compatible. This was a direct result of the agent activating my service before I received the new ********* make matters worse, the agent refused to acknowledge her mistake, insisting she had done nothing wrong and even became argumentative. She repeatedly claimed the package would still arrive on Dec 4 despite the *** tracking clearly indicating otherwise. The phone ultimately arrived on Dec 5, as initially delayed, leaving me without service during my trip.This mishandling caused significant inconvenience, stress, and disruption during my travels. Visibles failure to properly train its customer ********************** representatives, combined with the lack of accountability and poor communication, is unacceptable.I am requesting the following: Compensation for the loss of phone service and data from Dec 4 to Dec 10.A formal acknowledgment and apology for the agent's error and poor handling of my case.Assurance that Visible will improve its customer ********************** training and policies to prevent such incidents in the future.

  Business Response

  Date: 01/22/2025

  Please see our attached response for the received BBB complaint.

  Customer Answer

  Date: 01/25/2025

   
  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:01/12/2025

  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.

  According to Visible's website, the S24 Ultra is compatible with their network. They also sell it. When I tried to sign up for service, my phone was not compatible, even though it is unlocked and I am running four eSIM profiles (one physical and three eSIM).After a frustrating conversation with customer **********************, they told me to buy another phone. The representative kept putting me on hold for an hour to check with other departments, but nothing worked.Their customer ********************** has no interest in fixing the issue, listening to customer concerns or questions, or giving us helpful answers. They just restate unhelpful information again and again. This is disappointing, since ******* has improved its customer ********************** a lot over the ******** this point, Visibles parent company provides much better support, so I am willing to pay more to get better service. I know that Visible will probably ignore this comment, as theyve ignored everything else Ive asked or commented about, but I hope this is helpful for potential customers.And just to further support this comment: when I try to post this on r/Visible, it is automatically and immediately "removed by the moderators". So yah, they don't want to hear complaints, let others know about potential issues, and they certainly don't want to fix or help customers .

  Business Response

  Date: 01/21/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22800885
  
  I am rejecting this response because there absolutely no evidence presented by Visible's response why my ******* Galaxy S24 Ultra differs from the same exact make and model sold through Visible's website. There response given by Visible is generic and unspecific as to why the model sold through their website is compatible while the same model, OWNED by me is not compatible. Logic would conclude that this is an attempt to force the consumer (aka me) to buy an unneeded device that is already compatible to further Visible's profits, in a highly unethical and deceptive manner. If evidence can be presented why the device sold through there store differs from the same make and model that I have, then please, present it. But, unfortunately no such evidence was presented, only a generic, unspecific "answer" which actually answers nothing.  
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:01/09/2025

  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 09/12/2024 we purchased a pre paid plan for $275/yr with Visible not knowing the quality of service we would get. After purchased we discovered the service was miserable in our area and customer ********************** was horrible. We requested a refund right away and that was that. We ported our number out to a different carrier. After a while we did not get our refund and we tried to log into our account and it said it no longer was available. We talked with online chat and they stated since the account no longer existed we could NOT get back our money. We did not delete the account, they did. We asked for a refund again but we never heard anything back from them. No emails, phone calls, nothing. Now again we have contacted them via their chat line and then stated again since our account is gone they cannot give us our refund. WE DID NOT DELETE IT THEY DID! This is a scam as they deleted our account and made it impossible to make this happen. This is not reasonable or did they ever contact us to make things right. They stole from us and left us high and dry. We will never go with visible or ******* on account they are thieves. I want our money back as we did not use their service. There has to be something we can do as they are blatantly stealing our money from us. This is criminal. Please help us resolve our issues with them.

  Business Response

  Date: 01/15/2025

  Please see our attached response to for the received BBB complaint.

• Initial Complaint

  Date:01/08/2025

  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 a phone for my son in November from visible. The phone I received was not of working condition and we could not get it to activate. I sent it back within the 14 days for a refund. Not realizing any of this would happen I had closed my cash app account which I paid for the phone with. Try to refund the money on December 12th and cash up declined it because the account was closed. Physical did not reach out to me did not try to contact me or mention anything to me about the $428 that they try to refund me that was canceled. I realize that I had purchased it with the close account please with cash app to open it back up not realizing it would still be an issue I then saw that they had tried to refund it on the 12th I contacted them and they had excuse after excuse their main thing is that they only can refund it to that account they can't send me a check or nothing all they can do is give me a visible gift card I do not want a visible gift card I want $428 back in my hand like I paid for with that phone they are refusing to help me in any such way like I made a mistake or I am the problem. They told me they could not send me a check and all they could do was refund it to that account or issue me a ********************** gift card. I am leaving this phone company for such things like this and many others is not worth it. But I followed all the rules and send the phone back within the 14 days I deserve my money back no matter how they get it to me. So basically they are stealing from me and treating my money like pennies but if I miss my phone bill payment they shut my phone off that day over $30

  Business Response

  Date: 01/15/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22782979
  
  I am rejecting this response because: it's not resolved they keep emailing saying there's a link to click but there is never is a link and also this "link" only last 1 hour! I work all day I don't check my email until later. How can I get a imaginary link that only lasts 1hour!?
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 02/07/2025

  BBB response uploaded to the portal.

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22782979
  
  I am rejecting this response because: NOTHING HAS CHANGED OR EVEN HAPPENED! Besides 2 emails they have sent me that say nothing.  They owe me $428 for a faulty phone they sold me,, I returned in the grace ******* I dont care if my account isn't open, Mail me a check like any other good business would do. ALSO THAT RESPONSE IS THE SAME AS THE FIRST ONE THEY SENT. I'll attach screenshots to prove they are the exact same response! They have done nothing nor offered anything! 
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 02/20/2025

  Please see our response to the received rebuttal. Please know that we will continue to work with the member until resolved. We appreciate your patience as we work towards a providing a refund outside of our normal processes. Thanks

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22782979
  
  I am rejecting this response because: I've heard nothing from this company in almost a month!

  I have not received my refund!

  How is any of this resolved at all.

  Mail me a check and then it'll be resolved! 

  I DO NOT GET WHAT THE PROBLEM IS!? 

  Visible can whoever they want look at the account, the issue, And I'll still need to refunded $428! This is debt owed to me. Maybe I should lawyer up

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

• Initial Complaint

  Date:01/05/2025

  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.

  June 2024 Paid $395 for a year of service. Phone was compatible. They cut my service. Then they said that I needed a new device before my contract was up. Galaxy s21's are still a model that they service. They won't say why that they cut my service. They are just pressing me to get a new device. They won't tell me why I have to do this. I want my service back or I want a refund. I am not buying a new phone.

  Business Response

  Date: 01/15/2025

  Please see our attached response for the received BBB complaint.

  Customer Answer

  Date: 01/16/2025

   
  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:01/01/2025

  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.

  I ordered my phone on or around December 9 2023, I picked the $30 a month plan and made sure I picked payments monthly due to the fact of identity theft I'm only able to use gift cards they are **** debit cards After receiving the phone and putting the sim card in and trying to activate it I attempted to make the $30 payment numerous times and it was declined I tried using another **** gift card declined it appears you are not allowed to use a gift card for repeat payments of any kind I called your customer ********************** staff several times and was told I should contact the bank I purchased the cards at the post office instructing your employees to tell them to check with the bank is ridiculous 2 I asked them to change the payment plan from yearly to monthly so I could use the card every month to pay the $30 they stated they were unable to do that they kept insisting that I try a different payment method which I did getting the same results declined how do you expect me to pay the $30 fee every month for services please contact me and let me know where or how I should make my $30 payment so I could start using the phone that I've had for almost a month now PLEASE CONTACT ME VIA EMAIL I DO NOT ANWER IF I DONT REDOZ THE NUMBER

  Business Response

  Date: 01/11/2025

  Please see our attached response to the received BBB response. 

• Initial Complaint

  Date:12/29/2024

  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.

  We went to visible website to sign up for a phone plan. They said phone was not compatable toward the end. We went to a differant company. Visble charged me $25. Went back to cancel whatever they did and i dont even. have an account. They have continued to charge and has reached $150. Anytime i talk to them they cant cancel payments without me responding to a text on a number thst doesnt exist. This ghost number they are charging me for. So i csnt close account, cant get a refund and continue to be charged for a service i do not have.

  Business Response

  Date: 01/31/2025

  Please see our attached response for the received BBB complaint.