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:11/15/2022

  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 placed an order with visible to lower my monthly phone bill to $30 a month because I became disabled and am on limited income and they also offered a unlimited hotspot with the service which works really good for me cuz I used it to order my meals rides to the doctor hospital etc because I am an elderly man that has to have his phone 24/7 I ordered it on Sunday so that I would have it in my hands before Saturday when my service ended with the company that I was with I received a package from ***** which was as in the pictures you see a phone charger and not a phone I have been on their link trying to get the situation straightened out I have sent them all the pictures and documents of what I received they have proof that the box was sealed when I signed for it with ***** both buys ***** driver and by me the box item picture was taken the address that was shipped from is correct the tracking number is correct the item that I received is in their store as a wireless charger that they sell but for some reason they think that I got a phone and are unwilling to do anything to fix the situation I have been on one phone with them 5 days to get no resolution they understood my situation that I was going to be without a phone that coming Saturday did not seem to care their customer ********************** is very poor so I had to pay for another month of service with the company I'm currently with to keep a cell phone in working order money I did not have considering as I said I am an elderly man living on social security disability so I have a very limited budget I had paid them $30 too visible for my first month's service because that was was required to complete the contract with them I have done everything I can each day they have a new thing that they want me to try to do the last one was they want me to 6 days later file a police report on a phone that was not paid for it is a swap phone my phone that I have was not compatible with their service so they have what they call a swap

  Business Response

  Date: 11/22/2022

  Response Attached

• Initial Complaint

  Date:11/15/2022

  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 wireless which is a ******** of ******* has my account on permanent hold and they will not provide a reason.

  Business Response

  Date: 11/14/2022

  Hello,

   

  Please see attached.

  Business Response

  Date: 11/30/2022

  Response Attached

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18397519
  
  I am rejecting this response because: its just a statement of events. There is no explanation as to why I cannot get service from them.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/07/2022

  ****'s order was reviewed and flagged by our internal risk management controls. Once an order has been flagged by our internal risk management controls the prospective members transaction is blocked and not allowed to complete the order

• Initial Complaint

  Date:11/15/2022

  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 switched over to Visible two weeks ago, porting my number from Mint. From the start, my experience with their company has been excruciating and has deeply interrupted my life and has resulted in countless wasted hours trying to contact their non-existent customer ************************* took them almost a week to activate my service. I got bounced around repeatedly and every ***** hours I would get an email stating someone was working on the issue. Finally my phone started miraculously working.Now less than a week later, my SMS stopped working. I cant receive or send any SMS. And since I need to log into a VPN for work that requires two-factor authentication, this makes it nearly impossible to do my job. I also cant access online banking or anything else requiring two-factor auth (which plenty of things require). I have now had a total of eight work days without my VPN, which means I havent been able to work for eight days. I have tried since yesterday to get someone to help me but they just tell me they cant do anything and will need an engineer to get involved. But its been complete radio silence. 20+ years of having a cell phone and I have NEVER experienced anything like this. I filed an FCC complaint and am waiting to hear back from them. This is not only personally maddening but also a consumer-protection issue; wireless service is now a necessary utility to carry out our day-to-day lives. If you look around the internet there are so many people saying the same thing as me. People need to be protected from this fraudulent company and I need my phone working.I cant switch from Visible until they unlock my phone in 60 days. Until then Im stuck with them. I also want to be refunded for the days Ive spent without cell service. Please help.

  Business Response

  Date: 11/18/2022

  Response Attached

• Initial Complaint

  Date:11/14/2022

  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 November 11 visible charged my bank $100 for an account I don't have. They said through a chat that it was for a phone that wasn't returned. I never took contact of the phone when it was delivered I refused it.I tried chatting with then twice,both times for over 2 hours. They said they would fix it the dropped me.

  Business Response

  Date: 11/22/2022

  Response Attached

• Initial Complaint

  Date:11/14/2022

  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.

  I contacted visible support to delete the account under ********************* and they told me it was already deleted. I stated this is obvious false since I was still able to login and they corrected themselves saying your service is deactivated but your account still exists and you have to wait 2 MONTHS to delete your account. I then asked politely to delete it now so my information isnt stored with the company anymore and I dont have to worry about any ongoing privacy concerns and she said it will be escalated and they will delete your account for you. 1 Hour later I get an email for THE SAME representative (not escalated) telling me I have to wait 60 days again as this was for privacy protection which is clearly a lie, if you cared about my privacy you would delete my information from your system so I dont have to worry about data breaches. My line with visible is no longer active and I dont want my information stored with the company, please delete my information and account from your system so I no longer have to worry about any privacy concerns. This should not be allowed to force me into having a visible account after I already disconnected service and am no longer using it, seems like an unfair tactic to lure customers back in with recurring emails and account maintaining to exist. PLEASE DELETE MY ACCOUNT

  Business Response

  Date: 11/18/2022

  Response Attached

• Initial Complaint

  Date:11/14/2022

  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.

  Buying a new phone I transferred old phone to new one. I realized that most of my save keychain passwords were either not saved or changed to passwords I had in the past. The phone didnt have service. I contacted Visible support hours wasted with nothing accomplished. Since I couldnt log into my bank, financial mutual funds, Gmail account the only way is to have verification, which was by text message which I didnt have since I didnt have service. I decided to go with **** since I needed that phone number not only for emergencies but to get into the other accounts. **** said they would change service, but could not keep my old phone number since Visible would not release my account number or pin number. (Which is against the law.) I was on hours a day with customer care which did absolutely nothing had me run around in circles was told a manager would call me, but never did set an engineer would text me to my sons phone number never did I was even told by one of the customer care that I should have. Been more responsible with my accounts. I had just moved across country with my children for reasons Id like not to share and did this very quickly. It was an extremely degrading statement. I called **** and will lose my old phone number in days. They stated theres nothing they can do since they will not tell me my account number nor the port out pin. Which at one point gave me, but it was a four digit number and not a six digit.

  Business Response

  Date: 11/18/2022

  Response attached

• Initial Complaint

  Date:11/14/2022

  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.

  On October 25, 2022 I contacted with Visible for new wireless service. As part of this transfer of wireless providers, I also purchased a new iphone 14 from Visible. Due to a technical issue on Visible's side, I was charged for the phone but as the ordered was canceled, the phone was never sent. They assured me that a refund would be issued immediately and once I had the refund I was to redo the order. Issue is that they are refusing to issue a refund. They appear to want to keep both my money and the phone. Not sure on the logic with this one. I have been in continual contact with them and they are confirming I am owed a refund but are refusing to action this. I am reaching out for help from the BBB to see if maybe you could prompt them into action.

  Business Response

  Date: 11/21/2022

  Response Attached

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18400022
  
  I am rejecting this response because:

   

  They are claiming that I was not charged or the draft was cancelled.  This is simply not true.  The charge was made via Venmo and I am attaching a screen shot showing such and showing no subsequent reimbursement.   For some reason, they are refusing to issue a rather large payment made to them for a phone I never received.  As you can see, what they are claiming is not true.  If a charge was not made, it would not be verified via Venmo and if a reimbursement was made it would appear on my recent history.  

  I appreciate you assisting with this.

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

  Business Response

  Date: 12/01/2022

  ******* was refunded on November 23, 2022, for $1,171.81 back to his Venmo account from where he purchased. An email was sent to confirm the funds were received and he considers the issue resolved. 

  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.  Visible was actually very kind in the final review.  I would like to thank everyone involved including those at Visible for doing the right thing and making this such a positive experience.

   

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

• Initial Complaint

  Date:11/13/2022

  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.

  On 8/11/22, I ordered a midnight visible phone ony credit card with an offer of $50 reward gift card upon meeting requirements. I read the requirements before completing the order. After making payment of 3 months of service on my credit card, as required, I heard nothing. They have payment record of phone and monthly service. I would not have stayed over one month if I knew they were not going to honor the promo or I would have returned the phone for a refund early on. Today, 11/13/22, I chatted my complaint on their site with ********* and was told the promo **** would email me after review. They did saying there was no promo available when I activated my phone. Not true. I didn't get a confirmation email about it when I completed the order but their communications are lacking big time. No phone number to call. I didn't take a screenshot because I didn't expect them to deny the promo. I then chatted with ******* and was told there has not been a promo on my phone all year. More lies. She said she would put in another request and ask for other compensation if denied the promo. Again, I got another email saying there was no promo on my phone when I ordered it. I am not making it up. I saw it before, during, and since ordering. Many others have posted similar or same experience with them. They offer promos to get people's money then deny there ever was a promo. They don't honor all their promos because they just say there wasn't a promo to honor.

  Business Response

  Date: 11/18/2022

  Response Attached

  Customer Answer

  Date: 11/30/2022

  Sorry I missed the window to respond. I did get the $50 gift card finally but it's just a shame they would not honor it without your involvement. Thank you.

• Initial Complaint

  Date:11/12/2022

  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 was a customer of ******************** cell phone services from Dec 21,2021 through November 12,2022. Throughout the duration of my service, I was having problems with data usage as well as dropped calls. I attempted to contact customer **********************, and they provided the same steps during multiple calls. None of the troubleshooting tips helped. I asked to for my requests to be escalated, but received no additional assistance. Since July 2022, my service got progressively worse. I asked for a supervisors assistance multiple times. I never received a call. Customers can only communicate with visible primarily through chat, which is unacceptable for troubleshooting. I finally ported my number to ******* on November *******. I would like a refund for this month of November.I missed a very important call from my electrician this week and dozens of other calls, which my phone didnt even ring due to poor Visible service. I actually didnt receive the voicemail from my electrician until the next day and missed his arrival. Please refund 25 dollars for the month of November.

  Business Response

  Date: 11/17/2022

  Response attached

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18396504
  
  I am rejecting this response because:  I have tried to contact Visibles customer ********************** since May 2022.  Please review the chat history.  I have asked for this to be escalated multiple times to no avail.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/12/2022

  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 ordered an iPhone 13 Pro *** on 11/26/2021, but the phone still locked to Visible service, and customer ********************** doesn't want to unlock it. I paid the amount in full, $1293, and Visible promises unlock after 60 days service, and I used the visible number until 4/29/2022, but as of today, 11/12/2022, the iPhone is still locked. Per federal regulation, customer can requires phone unlock at anytime if the phone was purchase at the retail full price, and I used the service way longer as the Visible asked the 60 days. I only turned on the iPhone 13 Pro *** when I received it, and I decided to keep using my old iPhone 12 pro **** but my old number ************ was ported to Visible already, and I was using this Visible number until April this year. My request is easy and simple, just unlock this iPhone 13 Pro *** for me, and send me an email. The **** is ***************

  Business Response

  Date: 11/17/2022

  Response Attached

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18395871
  
  I am rejecting this response because:

  In the word provided by Visible, is stating the company unlock policy "requires device has to remain active and used for 60 consecutive days on the account it was purchased from". But from the Visible unlock policy website, no words saying this, only states "Smartphones that you purchase from Visible will be locked for 60 days after activation. After ************************************************************************************************************************ purchased fraudulently. 
  Once the 60 day period following device activation expires, your phone will be unlocked." Which means I just need to activate the service which means the sim card in this iPhone 13 pro **** and not restricted to move the sim card to another phone. And after 60 date of the service, the iPhone will unlock automatically. 
  

  Visible unlock policy web page: https://www.visible.com/help/device-unlocking-policy

  So I am not agree with Visible's statement, and still requesting Visible to unlock the iPhone.

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

  Business Response

  Date: 11/30/2022

  Visible unlock policy requires that the member activate and use the service for 60 days. The member has not used the device for 60 days. The device will unlock once the device is used on the account for 60 consecutive days.

  Visible wants to make sure that devices are available for members who want to activate and use Visible service and keep devices out of the hands of people who want to obtain devices without paying for them or otherwise drive fraudulent activity.To minimize fraud, newly purchased devices will be "locked" to work exclusively on the Visible network for a limited period of time. 

  Smartphones that you purchase from Visible will be locked for 60 days after activation. After ************************************************************************************************************************ purchased fraudulently. Once the 60 day period following device activation expires, your phone will be unlocked.