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:11/08/2022

  Type:Sales and Advertising 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 purchased a cell phone through Visible Wireless in 12/2021. Have had service since then. Never a break in service. We want to switch carriers because Visibles service in our area no longer works well. The phone is locked. This is because Visible never input the correct information on their end. They are refusing to unlock the phone for 2 more months, although they admitted it was their fault. We have been promised 3 times they would remedy the situation and to this day, have not. The wait times to speak with a customer ********************** rep are ***** minutes. We spoke to a supervisor who promised to call yesterday to let us know they resolved the situation, never called. No emails. No texts.

  Business Response

  Date: 11/14/2022

  Response Attached

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18373709
  
  I am rejecting this response because:

   

  The statements made by Visible are not accurate and to this date the phone is still not unlocked. Please move forward with your next step! 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/23/2022

  Member has several accounts and after pulling each account found that the iPhone 13 is not unlocked due to customer not meeting ********************'s unlock policy of keeping the device active for 60 consecutive day and using that same device on the account for 60 days. ***** chatted on November 9, 2022, and was informed by the agent of Visible's unlock policy. Once member has reached 60 consecutive days, the device will automatically be unlocked. ***** also requested a refund, but refund is being denied due to member having usage on the account. 

  Customer Answer

  Date: 12/03/2022

   
  Complaint: 18373709
  
  I am rejecting this response because Visible makes absolutely no sense. The phone was purchased on 12/5/2021! The phone was activated immediately on arrival to our house! Visible DID NOT...I REPEAT FOR VISIBLE'S INCOMPETENT DEPARTMENT...DID NOT ACTIVATE THIS PHONE! They left the old iPhone XR activated and did not change THEIR end of the information. One of their employees discovered what happened and promised to resolve the issue. That was a month ago and nothing has happened. Yes Visible has a policy of 60 days. This iPhone has been activated for 365 days!!! Visible needs to ask themselves...why would a customer pay over $1000 to buy a phone, just to let it sit for ******************************** the past 30 days??? ABSURD!!!This company needs an F rating and the public needs made aware of their criminal practices, lies and false advertisement! 

  It's obvious we are getting no where. This is the incompetence I have spent hours dealing with. The 5 customer ********************** agents who "PROMISED" to resolve the problem. I am telling everyone I can to cancel their Visible accounts and sign up with a reputable company who actually has real people you can talk to and not some moron on a computer copying and pasting their policy!

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

  Business Response

  Date: 12/09/2022

  Visible shows the iPhone 13 pro being activated on the account on November 9, 2022, and per Visible policy the device has to be active on the account and show usage for 90 days. ***** was informed by the agent at the time that after 60 more days the device will automatically unlock. 

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18373709
  
  I am rejecting this response because once again the IDIOTS at Visible made a major mistake. WHY ON EARTH EOULD I BUY A $1200 IPHONE JUST TO WAIT TO ACTIVATE IT 2 years later????? TERRIBLE COMPANY AND EVEN WORSE CUSTOMER **********************! 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/08/2022

  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.

  Cant make calls, all call are restricted and cannot be completed announcement 803. Have spent 3 hrs on chat and three different agent. Completed all fixes they suggested and each agent said the problem was located and my problem would be fixed in an hour or two. 24 hours later the problem is not fixed and I have no service. Visible makes a great deal of advertising about Visible a **************** But with ******* you can call customer ********************** but with ******************** no telephone number only chat and on chate you will wait 30 minute to an hour just to get on the chat and each agent will put you through the same fixes and then they will tell you they hav discovered the problem and it will be elevated for the problem to be resolved. They will not send the email they promise about you chat and the problem. Your phone with ******* become a paper weight and when you cancel service they tell you YOU are going to miss when you leave and they are already missing you. Oh but you can come back and pay them $30 for no service all outgoing and incoming call or restricted announcement 803.Would you Visible.

  Business Response

  Date: 11/15/2022

  Response attached

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18373618
  
  I am rejecting this response because: I had explained on the chat to three agents that I could not go days without phone service.

  On my last chat, going into the third day without service, I was given the same promise that they were reposition the service and it would be fixed in 2 hours it was not fixed and I went online and cancelled my service and ask for my number be released. The next day I received an email first one I received that they had fixed the problem and for me to turn the phone off and back on and try the service, which I did. If the service had been working I would have kept the service but it was not working on the third day.and up until the time  before I removed the chip to get other service, Visible was not working. 
  Great promise for service, but when service goes down no way to reach the company but by chat and then another chat etc.

  Great price, Awful Customer **********************

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

• Initial Complaint

  Date:11/07/2022

  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 is a cell phone carrier that is a subsidiary of ******** We purchased an Apple watch through Visible on October 13th and tried to get it to work on an existing iPhone 6s. The phone did not work with the watch, however. After troubleshooting, we learned the iPhone 6s was no longer supported by Apple and was not compatible with the Apple watch we had purchased.We purchased an iPhone XR through Visible on October 29th, and attempted to get the phone and watch to work. The watch paired with the phone fine, but would not connect to Visible's network. After troubleshooting with Visible's tech support, the watch still did not work and did not connect to the cell network.We asked to return the phone and watch on November 1st. The phone was able to be returned, however we were informed that the watch was not returnable because it was outside the 14 day return policy.This would be understandable if the watch worked on Visible's network, but it does not, even after attempting to troubleshoot with tech support. We received a callback on November 7th, in which it was acknowledged that the watch could not be connected to the network, and that we would need to purchase yet another iPhone in order to attempt to continue troubleshoot the issue and attempt to get it working. However, this is no longer an acceptable solution, as we were not told what the solution would be if the watch continued to not work. We were only told that the watch would have to work. This uncertainty is unacceptable, and we wish to return the watch as we believe it is not compatible with Visible's network.Note, a portion of the call from November 7th is recorded and can be made available.

  Business Response

  Date: 11/22/2022

  Response attached

  Customer Answer

  Date: 11/28/2022

   
  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 on a provisional basis. A refund was promised upon return and processing. As of the time of this response, the refund has not yet been processed. If a refund is processed, then the matter will be considered closed in a satisfactory manner. If after 14 days of delivery of the return the refund has still not been processed, the complaint will be reopened.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/07/2022

  Type:Customer Service 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.

  Customer ********************** is horrible. Theres no way to call or email. You wait hours just to get into a chat and speak to a robot. Once you do get a human they just tell you to restart your phone and when that doesnt help the issue they claim to escalate it. Then the next day you get an email saying they tweaked something on their end and all is good. No, they fix nothing. Over a week of trying to get help for a service I am paying for, they have now stopped responding. So my stuff still isnt working, they wont refund and now they wont respond. This company is a total scam. My new Apple Watch wont connect to cellular because their app keeps crashing. Ive done very suggested step 50 times with many different people and nothing helps. Yet, Im being charged when it doesnt even work and they are now refusing to help me. I have attached the emails claiming to have fixed this issue, which did they not. I can provide copies of the chats which are basically the same wording as the emails as well as them saying theyd call me over a week ago, which has no happened. They also messed up my cell service and left me without a phone for two days. This company is a joke.

  Business Response

  Date: 11/16/2022

  Response Attached

  Customer Answer

  Date: 11/16/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/07/2022

  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 ordered a phone from this company, Visible, on 9/27/22, the phone arrived with return label and box. $30 was deducted from my card for phone service. I was unable to get a representative to help activate the phone. There is ONLY chat for this company and they could not be reach after trying several times and hours on the system. Therefore, I never received service.I sent message on chat that I am returning the defective product. The following day I returned the phone (all items) in the box provided with the label provided. I have the Drop-off Package Receipt (09/30/22) where the package was delivered and received 10/05/22 at 10:18 am (1Z421EA80601164135 - *** TRACKING NO.) This past Friday, $100 was further deducted from my account even after I removed my card from the account. I would like this resolved and refunded my $130. This company should not be allowed to conduct business they are a complete fraud!! Additionally, you can check the complaints on FB Chat (that is how they communicate (never a response anyhow). I even had to give up my phone number at the end of it all and had to get new phone after an emergency where I was without a working phone!! I request your help. Thank you. Do not post my name publicly. thanks.

  Business Response

  Date: 11/14/2022

  Response attached

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18330499
  
  I am rejecting this response because: It is a ********************. The amounts are taken out of my account. What is this BS about a hold. The money was taken out of my account. I have attached a copy of the sums taken out of my account. I hope you can see the attachment. I want my refund. Why is this business allowed to operate, as I have stated before, it is a complete fraud. And, this response is a complete unadulterated lie. I really hope you can DO something about this.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/07/2022

  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.

  I signed up with Visible Wireless on 11/5/22. For the last 3 days I have had NO VOICEMAIL. The app doesn't work and simply calling voicemail doesn't work either. It wants me to input a mailbox number, but I'm a new customer. I have attempted to chat with ******************** since there is NO phone number (TERRIBLE idea). I attempted more than 5 chats. Almost 3 hours ago one went through and I got a live human. She walked me through trouble shooting and nothing helped. She told me to restart my phone and log back into chat if I need help. I was hesitant and expressed that as I knew I'd have to start a whole new chat all over again. She told me she'd be waiting..... HOW?!I followed her instructions and nothing helped. I still have no voicemail. I've been attempting to get back into chat now for almost 2 hours. No matter how I access the chat (APP or website directly) I'm given a # to show my place in line. The number moves down quickly, then permanently freezes and I have yet to interact with anyone since. At this time I would LOVE for a human being to establish a voicemail for me.If I'm not able to establish voicemail, I need to be refunded as this phone service is not reliable at all. If I can not be refunded for 30 days of service, I believe refunding me for 27 days would be fair. I have made attempts all day long to rectify this issue. I even tried messaging on ******* and ********* zero response, no help. Please set up my voicemail or kindly provide instructions for porting my number elsewhere and receiving a refund.

  Business Response

  Date: 11/14/2022

  Response attached

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18370766
  
  I am rejecting this response because: a solution was not made available to me. I was lead in a circle of calls that literally went no where. I did not receive what I paid for. This is an absolute scam.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/22/2022

  The member terminated services before Visible was able to resolve the issue and disputed the charge with the credit card merchant. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  
  

  Customer Answer

  Date: 12/02/2022

   
  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:11/07/2022

  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.

  Lost about $100 in a few days dealing with these people. Bought a phone on ***** shipped 10/24 have been trying to cancel the service and return the phone since Friday 10/28. Theres no way to do this other than their app. I have used their app and waited in line several times only to be locked out or disconnected. Im right at the 14 day window but they dont specify if its 14 business days or other. Im just a customer trying to find **********************. I tried on the 14th day but had literally no success. On the 15th day and they wont take the phone back or credit on the service I never used. Just robbed me. Cant even talk to another person

  Business Response

  Date: 11/17/2022

  Response attached

• Initial Complaint

  Date:11/07/2022

  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.

  Trying to activate my cellular service with them the **** card is locked by carrier. Want phone and one month service refunded. $775.00

  Business Response

  Date: 11/14/2022

  Response attached

• Initial Complaint

  Date:11/07/2022

  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.

  Signed up with Visible, as a new customer, via Perks at Work. ********************'s website states "Get $5/mo off any Visible plan. One of the perks of being a Perks at Work member is saving $5 every month on Visible wireless. That means unlimited data, talk, text and hotspot for $25/mo, taxes and fees included." Was charged full price for the first month ($30), didn't notice at first. Chatted with Visible customer ********************** which offered only a one-time $5 credit, but refused to honor the $25/month price that they advertise going forward.

  Business Response

  Date: 11/16/2022

  Response Attached

  Customer Answer

  Date: 11/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.Visible credited for previous months, and will apply a $5 credit each month, going forward.
  
  Sincerely,
  
  ****

• Initial Complaint

  Date:11/06/2022

  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 ported my number to visible recently during a promotion where after my 3rd payment I would be able to receive a $150 gift card and a B&O speaker. However, since I ported my number to this mobile carrier, I haven't been able to receive or send text SMS messages. And this is a problem because my mobile number is linked to all my bank accounts and login verification code are mostly sent via sms. This means when I'm with visible, I cannot access my bank services as usual and this creates a huge problem. Please fix this issue for me ASAP or send me the $150 and the B&O speaker so I can transfer back to a carrier who is capable of providing steady mobile network service.

  Business Response

  Date: 11/13/2022

  Response attached