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:11/07/2022

  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

• Initial Complaint

  Date:11/05/2022

  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 purchased an iPhone 14 through Visible, my current cellular service provider. I received the phone and followed all steps to transfer my service from my iPhone XS *** (with an esim) to my new phone (esim), which should have been straightforward.I received an error message, so I waited over an hour for customer ********************** chat (as they have no phone customer ***********************, followed their instructions to log off the app and back in.After I logged off, my account seems to be blocked. I can navigate their app to start new service/ a new account, but once I log in with my info it freezes. I have to log into their app to transfer my service.I waited for engineering to contact me the next day, and they provided the completely unhelpful advice to log out and back into my account, ignoring the fact that I cannot access the app. They refuse to give me a phone number to call for help, and keep replying that Ill hear an answer shortly. Its been over 48 hours without service or help from customer **********************, even though I continue to pay them.I asked for a call back to my husbands phone, but we have received nothing.

  Business Response

  Date: 11/15/2022

  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:11/05/2022

  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 a plan plus a device on 10/30/2022 and trying to request port in, but not able to, talked to online chat and was suggested to get a new number once received the device will manually help port in, which will still receive $150 gift card promo and a stereo, created ticket# ********. On 11/01/2022, received device and start another online chat to port in, customer ********************** rep still not able to, i was told it will be escalate to higher support team, created ticket # ******** received email saying will be done in 24hours. waited overnight, then chatted with several reps on 11/02/2022, got several answers such as issue was wrapping up and will be done shortly then its still under investation etc, no usefull info so submitted request for supervisor callback. 11/03/2022, supervisor called back, spent half hour to get the story straight, promised this will be fixed in a few hours but to be safe will email back to say this will be done in 24hours. 11/04/2022, still not port in, received an email saying exactly same verbeige need another ***** hours. started a new chat, not helpfull at all, just giving the standard template " working on it" "you will be notified as soon as this fixed" " it will take ***** hours" currently i still need to carry 2 phones in my pocket because im afraid of losing service anytime and i dont see any progress in this port in request. 11/05/2022, request twice supervisor call back, chat rep said it was scheduled but no call back.

  Business Response

  Date: 11/14/2022

  Response attached

  Customer Answer

  Date: 11/14/2022

   
  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,
  
  Duo *****

• Initial Complaint

  Date:11/04/2022

  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.

  10/22 tried starting service with visible. Can barely make calls they Dont go through. Never have been able to send picture messages to non iPhone users (via mms/sms) or have groups texting. I have missed pictures, texts, etc. I tried three different sessions with chat to try to fix the issue ( a combined total of around 13 hours so far) and done a laundry list of resetting connections, phone, settings, etc. and nothing is working. They said someone would reach out three times, and no one has reached out to me. Aside from this being extremely frustrating I feel like this is a fraud company and the issue is with their data limits and settings. I have never had this issue and didnt the day of having another service before switching. As soon as I was on their internet only, it started.

  Business Response

  Date: 11/11/2022

  Response attached

  Customer Answer

  Date: 11/12/2022

   
  Complaint: 18337546
  
  I am rejecting this response because:

  No issues with the device ever occurred before starting service with visible. I have lost my original phone number now as well due to their fraudulent company. As soon as switching companies and deactivating them my phone was able to do everything a phone is supposed to be able to do (send receive calls and texts/have service) so it was obvious that visibles network was the problem. I would like my $30 to be reimbursed at the very least because visible never worked and I am now paying another company for the remainder of when I would be eligible for service because their company does not work.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/21/2022

  Unfortunately, due to usage on the account, Visible is unable to offer a refund. Visible has thoroughly investigated the issue and no further action or refund will be provided. 

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18337546
  
  I am rejecting this response because:
  Visibles service did not work. I had to pay another company in order to get service for that month. I lost my cell phone number because their port out  did not work (I had three phone technology specialist helping me for over an hour) and they said they have never seen or worked with a company this fraudulent. I need to be reimbursed and visible needs to stop advertising if their company cannot handle the data on their network. The only way I will stop pushing back is if my money is reimbursed. Within the first days I was in contact with them. The only reason I had service that long is because I was trying to give them the benefit of the doubt to try to fix the issue but it was never resolved and the only option they gave me to cancel service it to stop prepay. I need to be reimbursed immediately. 
  
  

   

• Initial Complaint

  Date:11/02/2022

  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 switched to Visible Wireless in July 2022. Since switching carriers I have encountered problem after problem: dropped calls, texts not going through, texts not received, texts coming days late, not being able to send pictures by text, etc.. I tried to contact Visible support to help resolve these. Support is only available by Chat unless you have social media as a means to contact them, but I do not have nor want social media accounts. Finally after months of inadequate service and continued problems with no resolution I decided to move to another carrier. I tried to close the Visible account and then switch to the new carrier. The new carrier needed my information from Visible to port in my phone. Among information needed was my account number and a port out pin. I tried to log into my account to obtain this information, but received error message or otherwise was unable to access my account information. I have now spent nearly 100 hours of time trying to get this resolved through their chat support system. It appears to be no closer to resolution now than it was nearly a month ago. They said the ONLY way I can obtain my account number is to log into the account and get it myself. I explained I cannot do that. They said this is the only way and they are working on the issue to help. They give no ETA of a fix. I have asked that they contact someone within VIsible who can then authorize the release of my account number and port out pin to me. They will not seek such authorization on my behalf. There is no contact information to access help above this level of support. I have written to the *** as listed on their website and await a response from him.After dozens of attempts to resolve this I am now referring the matter to the BBB for assistance.Visible I give at contact with them is ************************* *************** and this is regarding Cases ******** and case ******** and ******** Help. All I need is my account number and port out pin.

  Business Response

  Date: 11/12/2022

  Response attached

  Customer Answer

  Date: 11/12/2022

   
  Complaint: 18322105
  
  I am rejecting this response because:  The service since I signed up was very poor and I would like that information in my original complaint to be available to others when they are looking for information regarding Visible So they are aware of the types of problems they may encounter if they choose to go with Visible.  Also, I tried to leave Visible in September,  but it took them until November 12 to get a resolution that should have been readily given when I first tried to leave and all the subsequent frustrating conta ** with them.  I should be reimbursed for the months of inferior service I had to pay to get the problem fixed so I could port out to a different wireless provider.  I paid Visible so I would not run the risk of losing the phone number I had been using for decades.  I could not port out the number until Visible provided me the account number and port out pin.  I should not have had to pay for service in October and November while waiting for them to fix this.  I would anticipate they could/should refund $50 paid to them while waiting for this fix.  It would be nice to be compensated for the hundred plus hours I wasted trying to get this resolved, but at least the refund of the fees they charged.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/21/2022

  While the member experienced issues with logging into this app the member had full use of his services and has usage. Due to the usage on the account Visible has thoroughly investigated the issue and no further action or refund will be provided.

  Customer Answer

  Date: 12/13/2022

  I did send a response quite some time ago.  The matter was finally resolved except no refund of any kind was received even though I only kept the account open so they could fix the issues so I could port my existing number which I had for decades over to the new provider.  The account was paid at least two more months after trying to leave for another carrier.  I tried switching carriers the end of September,  but the port out problem was not resolved until early November. 
  
  I also want my complaint to remain available for others to read so they do not become victims of all the issues that exist with Visible.   Thank you. 
  
  
  Sincerely 
  
  
  
  *****************
  ************ 
  *************** 
  

  
  

• Initial Complaint

  Date:11/02/2022

  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 traveling to ****** and wanted to upgrade to Visible+ so I could make work calls there. The only way to do this is through the app, which when I sign in under my correct email associated with my account, would recognize me as a new customer and would not display any of my account info. I cannot get this app access resolved with any of the social media "customer **********************", nor can I add Visible+ this way either, and I was given no other solution, so business was stressful and I'm sure I missed out on some important things. Upon returning to the States, my phone no longer worked. Apparently, without my knowledge, Visible assigned me a new esim. Again, no one was able to help resolve my service issues. I ultimately changed to ******** but even though ******* and myself requested my old number be ported out, Visible has blocked this. Not only that, but they turned off my service effective immediately, which is against Visible's clearly stated policy, No matter when I turn off my service, according to Visible, I will till have phone service through my billing cycle, which has just begun. There were *** more issues in the initial set up as well.

  Business Response

  Date: 11/11/2022

  Response Attached

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18348718
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/02/2022

  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.

  On 11/1/22 I attempted to port my number from ******** to Visible Wireless (Owned by ******** and have had nothing but issues. I provided all the correct info from my ******** account to initiate the port. Within minutes of doing so I received an email stating that my carrier approved the port (The weird thing is that the email they sent said "XYZ is ready to transfer to Visible. (XYZ being the temporary number that Visible provided during account creation NOT the number that I submitted to ********. 15 Minutes later I received a 2nd email stating "Action required to transfer XYZ to Visible", again XYZ being their temp number not my number from ********. I've now sent hours in a ******** store talking with elevated support, and hours in chat with Visible (because they have no phone number to call for support - ironically). ******** says that they fully released my number to Visible (******** so there's nothing they can do from their end. Visible says that the number I provided is not active with my old carrier. They claim they've escalated this to their top level support, but It's been crickets and I'm sitting here with no way to make or receive phone calls because I don't have an active line with either company. This should have been a simple port and I as a consumer, shouldn't have to spend hours of my time trying to fix this without a phone that I'm paying for. Nor should I have to escalate this to the FCC.A quick ****** search has revealed that many consumers have had this same issue with them since they started in 2018, and it doesn't appear to have improved any since.

  Business Response

  Date: 11/14/2022

  Response Attached

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18348216
  
  I am rejecting this response because:  1. I feel that the $20 offered is an affront to the the amount of time spent and frustration created trying to resolve this with the companys chat representatives.  Further, there is no confirmation of follow on commitments by the company to make changes to internal processes (What is Visible doing to ensure that this situation does not happen to other customers?)  Changes are important because there are many, many others with similar complaints.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/02/2022

  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 purchased the service on 10/29/2022, the service purchased was the $45.00 service plan. The service was supposed to Port in my current number from my current service ********* Visible has been unable to Port the number over, and some of the other services such as activation of apple watch services was also unavailable.I attempted to resolve the issue with Visible, but they only interact with customers through online chat. This was totally useless as you would be placed in a cue and would have to wait for someone to connect with you via chat. This would disconnect before any service was provided. I attempted multiple times over 3 days.

  Business Response

  Date: 11/09/2022

  Response attached