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:11/29/2022

  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 was talking to a customer ********************** rep on chat while I upgraded my phone. I followed the directions they gave me and placed the order. I received the phone quickly and was able to transfer the service onto the new phone. It occurred to me that my old phone was still sitting on my desk several weeks later. I have been traveling every single week with my job and offered proof to Visible. Since I didn't reach out to them until 3 weeks after the upgrade date, they will not honor the upgrade and send the return information. I have spoken to Affirm and they assure me that they are simply the company that provides the financing and nothing more. Visible tells me that since I didn't turn it in within 2 weeks that I am out of luck. At this point, I have 2 loans with Affirm and am stuck. The company has no phone number and the only way to discuss anything with Visible is through a chat box on their website. I have a photo attached that

  Business Response

  Date: 12/01/2022

  Response attached

• Initial Complaint

  Date:11/29/2022

  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.

  Visible Account Number: ************. My account stopped working on 11/27. I was unable to place calls or texts. I tried contacting Visible customer ********************** but wait times were over 2 hours and I was continually disconnected. I had to port my number to ******** and I am now using their service. I would like to be refunded for my recent payment to Visible for $35 on 11/27.

  Business Response

  Date: 12/01/2022

  Response attached

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18475980
  
  I am rejecting this response because: I have not received the refund. Please provide proof of refund. Otherwise, I accept the response. Thank you.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/09/2022

  As mentioned the refund was issued on December 1, 2022. If the member has not received the refund he should follow up with PayPal where the refund was issued.

• Initial Complaint

  Date:11/28/2022

  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 purchased a device and a plan because i saw Visible had a promotion" get $300 gift card" if I buy this device and transfer from eligible carrier, after 3month plan payment . so I placed Order #******** Order date Sep 20, 2022. A week ago I have completed the 3rd month payment, but didnt receive an email or anything for the gift card, so I chatted online, they claimed there is no promotion in my account and will need to have promotion specialist to check on this case. However it was declined by email saying-- using a very sneaky verbiage---"there is no promotion available on the date of ACTIVATION" . As we know the device shipping takes 1-2days so its different than the date I saw the promotion and placed order for it. I cannot believe this big company would not honor their promotion and I believe most of customer transfer to ********************** because the gift card promotion they are having almost 80% of time the year now when I transfered to them they denied there was a promotion? This is scam Im positive they can see clearly there was promotion going on the date of the purchase.

  Business Response

  Date: 11/29/2022

  Response attached

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18474661
  
  I am rejecting this response because: This is not ture, as you can see the screenshot uploaded previous it has dated that the promo is available, and its for a fact available for iphone 13 pro **** I know I would NEVER puchased the device AND transfer from a carrier I used just fine to Visible. This is visible using their intransparency and backstage removing the promotion. 

  Right before I submit this response, I actually found a history webpage screenshot through http://web.archive.org/web/20220000000000*/visible.com on Sept 20 2022 the date i place order, and even the 2 days after, as Visible kept using the word" time of activation" 

  It was $200 gift, I apologize, but For SURE it was NOT " only for Iphone 14 family", now it became a Scam now by Visible.  

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

• Initial Complaint

  Date:11/28/2022

  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 11/25/2022 I was looking for a prepaid phone service for myself and found this merchant through my perks at work site. I throughly read the terms and conditions and it states that if I 1) made an eligible purchase OR brought my own device 2) transferred an eligible phone number 3) paid 3 months in a row I would be eligible for up to a $300 gift card. I spoke with a representative just to confirm I was eligible for this because the terms and conditions for an alternative promo for $15 off your first 3 months indicated it would disqualify you from other promotions. So I purposely did not take that code down as I really wanted the gift card to help me buy a new phone in 3 months. After reviewing forums I noticed there was a common trend of those feeling misled into the service and not getting the gift card. I reached out and requested a supervisor to contact me because I have documentation supporting how their site shows they it clearly says bring your own device and I was basically told I understand it SAYS that but we will not honor what is said because you did not buy a device I was also told I would be contacted in two to four hours about a refund and no one will even acknowledge me anymore. This business is blatantly advertising misleading information and will not honor their own terms and conditions as outlined on their home page. They are preying on the pockets of poor folks and it takes nearly an hour or two to speak with anyone on the chat method, no one is on the same page.

  Business Response

  Date: 12/05/2022

  Response Attached

• Initial Complaint

  Date:11/28/2022

  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.

  I purchased this New iphone with Service through Visible on 11/12/2022, I decided I did not like the Phone and wanted to exchange it for a ******** I was in the limits to make the exchange. So, there is NO email or Phone to contact them, it's all done through there website ( Visible.com). Last week I went on there site to make the exchange, I believe I was texting with ******. I gave her all the information she asked for and said someone will contact me. I must have spent over an hour and a half with this person, just going in circles. I copied and saved the whole conversation if you need it. Well, few days later I get an email form *** in Visible Care Team, on 11/27/2022 @ 8:58PM asking me to Turn Off ( Find My Phone ), then go back on there Website and let them know I Turned It Off. So, I went back on there Website 11/28/2022 and text in my Issue, 25 minutes later ****** responded, go Figure. I explained that *** from Visible Care Team asked me to let Visible know I Turned Off The Find My Phone, and then he would send out the Return Label to me. Now I explained this to her 3 times, all she did was give me the runaround. She was starting all over and like this never happened. I think they do this on Purpose so we give up and keep the phone, no one can be this ignorant. After 50 minutes or so she asked me if I can hold on for 5 minutes, I replied Why? I did what *** asked me to do, she did not answer me for over 15 more minutes. I then replied I'm calling the BBB & the ************************* and told her have a good day. I never had a problem like this ever with any ************** I'm an 800 Credit score and am A Multi Licensed Agent. I deal with clients 24/7. I still have not heard back from them.

  Business Response

  Date: 12/02/2022

  Response Attached

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18473552
  
  I am rejecting this response because: When I applied for this phone there was a $250.00 Gift Card or some kind of rebate. I brought it up with the Supervisor whom I been speaking with, I brought it up to make sure if I kept this phone when would I be receiving it. I texted her this morning to get an update and she responded shes still looking into it, she will let me know by the end of the day. This is totally garbage! Shes a Supervisor and it takes 2 days to figure it out? To me, shes wasting time so this complaint ends by tomorrow. If I dont get the proper response Im sending this phone back and I will be done with this company.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 12/08/2022

  To whom it may concern,
  
  Please close this case, it has been resolved as of 12/06/2022  @ 5:00pm. Any questions please advise.
  
  
  
  Thank you for all your help,
  
  *********************************
  ************

• Initial Complaint

  Date:11/28/2022

  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.

  My phone service quit working on the morning of Wednesday, November 23rd for no good reason. I have spent countless hours on ******** messenger and their live chat (only two ways you can reach customer support from my experience) and have still not been able to get service to my phone. It still just says SOS in the upper right hand corner. And no one is says they will do what they say they will do, promising me they will get me fixed. I'm paying for cel phone service in which I am not getting. So I decided to port my number to **** and sign up with them. Can't even do that because they require 2 step authentication to be able to verify my identity and that requires them to send you a sms text message, which I can't receive because I don't have service in the first place. No one can help me. This company is nothing but a scam. They can't provide a service that they advertise. I don't want money. I don't even want service at this point. I would be more than happy with just a transfer pin so I can port my number to another company.

  Business Response

  Date: 12/02/2022

  Response Attached

• Initial Complaint

  Date:11/28/2022

  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 have had service with Visible Wireless for quite some time and without any concerns until now. Thursday, Nov 10, 2022, was when the problems began. I purchased an iPhone 14 from Apple unlocked. I was without a phone for nearly four days. It was not until I asked the representative ***** to simply reactive my older phone that I had service again. She assured me that my case would be escalated that I would receive a credit for my inconvenience and that her team would contact me to activate my new phone. This has not occurred, but I received an email stating that a $5 credit was applied to my phone. At one point I received an email stating to turn my phone off and restart it and it would work. I followed these directions and my phone completely stopped working and went into SOS mode, not receiving any calls at that point! I was without service, missed important calls, and texts, and still without the capability to use my new phone for which I have paid nearly $800. To be granted a $5 credit. This is unacceptable. Here are a few of the ticket numbers: ********, and *******.

  Business Response

  Date: 12/02/2022

  Response Attached

• Initial Complaint

  Date:11/27/2022

  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 joined the service being told I have 30 days to make the purchase of a new device after activation of my line to receive 200$ amazon gift card and wireless beats earbuds. I made the purchase of a 1200$ iPhone 14 pro *** to receive the 400$ in eligible rewards. Im now being told that I can only receive 50$ back. I asked for a copy of the chat log with the representative that I had prior to making the device purchase where he clarified and validated that Id be eligible for these rewards and they wont ***** me them. Even though the representative can supposedly look back on them. I offered to return the iPhone since I cant receive the promised rewards and they told me I cant do that either

  Business Response

  Date: 12/01/2022

  Response attached

• Initial Complaint

  Date:11/27/2022

  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 new phone and service from Visible on Oct 24, 2022 and received phone on Oct 27, 2022. Tried to activate service on Nov 19, 2022 (within 30 days of receiving phone to be within promotional period) but could not access my account. Tried to get a password reset link but was not receiving the link to my email. Contacted customer ********************** same day to get a resolution but they could not verify my account without an email. I was not receiving any emails from Visible. I escalated the issue and had my email changed to another email and requested a password reset be resent. I was still not receiving emails from Visible on the other email either. The email account is a gmail and I have no filters or forwarding enabled and I am receiving other emails. After multiple customer ********************** chats through the online chat and ******** I still have not received any way to unlock my account or activate my service. After a week of support chat I am now past my promotional period and still cannot get into my account or activate. At this point I am asking for Visible to correct this and honor the original promotion that I paid for ($300 gift card and promotional bluetooth speaker) or a refund of the phone so I can walk away.

  Business Response

  Date: 12/02/2022

  Response attached

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18467355
  
  I am rejecting this response because:

  Was able to login to account but I still have not had my number moved over. I have bent without phone calls or text messages for days now since my number was switched over to visible. I am still not receiving emails to verify my account so support is not able to help.

   

  Any support so far was given from their executive relations staff which helped get logged into my account and paid for a month of service but I still am not receiving text or phone numbers.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/13/2022

  The last correspondence with the member he advised that the his services was up and running on December 9, 2022. An email was sent to the member to confirm if in fact his services are not working at the moment. Also, there was no communication with the Visible chat agent to resolve the issue (text and calls).

• Initial Complaint

  Date:11/27/2022

  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.

  My account number with ******************** is #************. I have had an ongoing issue, which they internally have labeled as Issue #********. I have been paying for phone service since 2020, most recently paying $25 for on November 26, 2022, for service (charged November 24, 2022; payment made November 26, 2022). The service I was promised was *************** ******************* On November 25, I replaced my former iPhone 14 Pro with another iPhone 14 Pro at the Apple Store. Visible, through customer ********************** chat, has said on November 25 that it is having trouble recognizing the **** of my new device and thus has not been able to activate my eSIM. I was promised that the issue was escalated and that staff will email me by 4 p.m. on November 26. I received no such email on November 26. I had more than 6 chats with Visible on the website and ******** about half of which lead to dropped chats (agents basically close the chat with no solution), and the other half just saying the issue is being looked into. It takes 2 hours on average for me to be able to reach a live agent for those chats. It is Thanksgiving weekend, I am unable to use my phone, and I am unable to even activate my Apple account because it requires 2-factor authentication. I have conveyed the urgency of the situation to Visible but they have shown no clear solution but to keep pushing their self-imposed 24-hour deadlines. All this weekend, Ive been stuck borrowing Wifi from public restaurants and neighbors and using a loaner laptop to chat with agents and try to address the issue. They are saying the technical problem can be solved but that they need more time, and they keep extending their self-promised deadlines. In addition to fixing the issue ASAP, I'd appreciate a partial refund for the loss of service to my phone. Attached screen grabs are examples of my desperate chats.

  Business Response

  Date: 11/30/2022

  Response attached

  Customer Answer

  Date: 11/30/2022

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