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:11/02/2022

  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.

  Around **/28/2022, I elected to upgrade my service from Visible to Visible+, increasing my monthly bill from $30 to $45. I *** card was sent to me via ****** I received the *** card today and followed the instructions provided on the app to install it and activate service. The phone says the *** is installed but I have no mobile service. I tried to chat with customer ********************** but waited in queue for over an hour. I got to #** in line and never progressed any further. Now, I cannot reach the website at all. There is an error message. When I try to use the Visible app on my phone, it doesn't open. The phone says to connect to a wireless network to make calls. I connected to wi-fi but my phone just says "cellular network not available." I cannot access my password manager to open any of my accounts with any website because it sends a security code to my phone, which is totally unusable. Now I am without a phone, nobody can contact me, and I am losing business and income each day. I have already signed up for service with another provider and am awaiting a new *** card from them. Meanwhile, I wish to restore my phone service with Visible immediately, until the new service is activated.

  Business Response

  Date: 11/11/2022

  Response attached

  Customer Answer

  Date: 11/12/2022

   
  Complaint: 18346417
  
  I am rejecting this response because:

  I received the *** card for upgraded service on November 1. My attempts to install it according to the company's instructions failed. I attempted to reach customer ********************** by chat (the only way to do so) and was put in a queue at number 36. After more than an hour wait, I reached number 10, then timed out. On November 2, I tried again to install the *** card and got the same result, no service. I tried to chat with Customer ********************** again and got the same result. Out of curiosity, I researched the company on the BBB website and found countless customer complaints of problems like mine, as well as a low BBB rating. I filed a complaint with the BBB. That night, I tried to use ******* to reach Customer **********************. An agent responded and sent me email links that resulted in Server Errors. More suggestions were given, such as resetting my router and wifi, which I tried, with no result. '

  On November 3, I tried again with Customer ********************** via *******. ******************* claims this was my first request for help. I continued to troubleshoot with CS agents who would take from 10 minutes to 9 hours to respond, and a different agent each time. Finally, early in the morning on November 5after staying up all night chatting with Customer *********************************************** was finally restored. I had been without phone service, voice and SMS, for 4 1/2 days. 

  I received a follow-up email from ************** on November 9. I did not have time to reply immediately because I was exhausted from working full-time for the mid-term election. I received a second email on November 11, and wrote a response to *************** 

  While my service was restored, it was a very unpleasant experience. I have since switched to a different provider and am in the process of changing my service. 

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

• Initial Complaint

  Date:11/01/2022

  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 been trying to buy an iPhone 13pro on Visibles website since the afternoon of the 24th. Every time when I submitted the order, the website just said some error occurred or told me to try other payment methods. I have tried using different credit cards, debit cards, and PayPal. I've also tried creating a new Visible account, but none of them worked.I contacted Visible's customer ********************** both on the website and on ******** What they told me is that there is a challenge with my payment but they could do nothing. After trying again and again for more than 24hrs, the products that I plan to purchase are already out of stock. I have to choose something else.It would be greatly appreciated if you could help me resolve this problem.

  Business Response

  Date: 11/10/2022

  Response attached

• Initial Complaint

  Date:11/01/2022

  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.

  Ever since I switched to Visible I have been unable to make or receive calls. Every time I try to place a call or someone tries to call me, we get a message about call restrictions and "Announcement 803." I've used Visible's help chat 6+ times trying to get this issue fixed. They've had me reset my phone, reset my network settings, and reset my eSIM multiple times. Every time I am told that that will solve the issue and it never does. I've had my case "escalated" to their internal team twice and both times they said it was solved but I continued to have the same exact issue. I just finished chatting with them and they've escalated it a 3rd time. I've been told that I am in a "low signal area" but I have this problem even when my cell phone has 3 bars of service. According to their map, my area is covered by their service. Yesterday (10/31/22) I was promised that my phone service would be working by 2pm today (11/1/22). It is not working and has not worked since I switched to Visible. I have included a record of that chat. (Visible doesn't save or email you your chats, so you then have no proof of what was said to you previously when trying to fix problems.)Because I bought my phone from them it's carrier locked, so I can't even switch to a different provider that will work. Plus, I received bonus promotional offers when I purchased my phone (a $200 virtual gift card and a pair of Beats Studio Buds headphones), but they can't be redeemed for 3 months. I don't want to lose those because they will save me a good amount of money and they were the only reason I could justify getting the new phone, but I shouldn't have to put up with 3 months of awful service where I am unable to make or receive phone calls just so that I can get those offers. I want my phone to be unlocked from Visible and I want to be able to redeem my offers now. I should not have to pay for a service that doesn't work for 3 months just to get what I was promised I would get with my purchase.

  Business Response

  Date: 11/11/2022

  Response Attached

• Initial Complaint

  Date:11/01/2022

  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 ordered the iphone 13 pro *** with plan from visible and got it delivered on 10/28. this order come with promotion that request port in from other carrier which i already submitted all the info. but the phone till now still cannot activate, i chatted with many CS and they created the ticket ******** for porting ***** and still no solve. just keep ask me to wait. i checked with my old carrier ************* and got confirmed by them that no port out requested was receive. so i am stuck in the middle. i have the phone and cannot activate the phone to use.

  Business Response

  Date: 11/15/2022

  Response attached

• Initial Complaint

  Date:11/01/2022

  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 from apple.com to use on my Visible mobile wireless services account. After receiving the phone I could not activate the phone on my account because of Visible Mobile system error. The new iPhones only work with eSim and I could only activate it through Visible Mobile app. Unfortunately my mobile app was not allowing me to activate my new device. Instead it was asking me to signed up for a new service plan. I reach out to Visible ************** Direct message on Friday 10/21/2022 no one replied until I Direct Message them on 10/28/2022 again. I also spoke with them via the website chat message on 10/28/2022. Apple delivered my phone on the 10/21/2022(earlier than expected) and it could not be activated until 10/30/2022 due to Visible system failure due to the new iPhone eSim activation. On 10/30/2022 I was able to complete the activation on my iPhone and watch but was denied any credit or gift card due to the inconvenience. They offered a $5 good will credit after spending a week waiting on a response with long hold times. I would like to receive 2 month of service credits in the amount of $50. The ordeal was time consuming and it was not my fault but the system failure of Visible mobile app. I like the service but I want to be compensated for my week's time that I can't get back.One 10/31/2022 via ******** Visible denied me the right to be escalated to a supervisor. I was told Visible only issues $5 good will credits. I told the rep that was not acceptable because I was ignored for a week. The rep refused me to chat with or escalate to upper management. Visible is aware of the issue. Customers should not be penalized because of short staffed and system failure caused by Visible ******************************** (account email)************(Account #)

  Business Response

  Date: 11/10/2022

  Response attached

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18340730
  
  I am rejecting this response because: Visible Mobile response is not for the claim I submitted. Visible Mobile is mixing two account errors. One is from my initial activation and the other is for October 2022 , the eSim activation of the iPhone 14 max *** and no account access for weeks. I was denied no supervisor access. Customer was not notified of the issue ******************** was having with the new iPhone eSim activation. I am asking for 2 months of free service due to the account and service issues I was having from initial activation until October 2022. I think this is justifiable due to fact that the response to this claim proves that Visible are not taking their customers concerns and account errors seriously. I would like for a supervisors to contact me and award to month of service for the inconvenience caused and continue to cause.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/22/2022

  I reached out to ********************* at her request and work with her to close her case. We agreed on an additional $10 credit and member is satisfied

  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:10/31/2022

  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 September 19th, 2022 I requested a wireless phone and service from Visible.com Order # ********. On Sept. 19th, $30 was taken out of my debit card as requested for the first month of service. (Visible does not accept credit cards, only debit or checking account information). Within 2 days the new phone arrived and it was non-functional. I fully charged it, yet it would not turn ON. Without the ability to turn it ON, it remained impossible to activate it. The only option to contact Visible is to chat online. After waiting on Chat mode 45 minutes the information provided by AI responses was useless. The next day thru Visible Chat, I tried to get attention to the non-functioning phone business and was not provided with any useful information other than your request has been transferred to an account specialist.As there is a 14 day limit on the return of the phone, I sent the phone back with a message summarizing the above scenario and all the required paperwork. After receiving confirmation that the returned phone was received on Monday, October 3rd, (within 14 days), I attempted to establish a dialog with Visibles Chat mode but only received an automated robotic response that was unhelpfully circuitous.On October 21st, an additional $69.00 was taken from my debit card by Visible. I immediately expressed frustration and anger through Visible Chat and was able to at least get the original $30 refunded as I hadn't activated a phone I didn't even have anymore. An email from ***** dated 10/25/22 stated $69.00 was being investigated to get refund and I would hear from them within ***** hours with final resolved email. It has been six days and nothing more has occurred. I was to receive a new phone and in return was to send them my existing phone in exchange. As mentioned above, the new phone they sent was non-functioning therefore I sent it back.After more attempts to resolution via Visibles Chat I found phone # only to get robot and full voice mail box.

  Business Response

  Date: 11/10/2022

  Response attached

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18339549
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  I talked to ***** in Electronic Banking at our bank today 11/15/22. Visible did not try to refund $69 to our account as stated in their email on 11/10/22.

  The amount that was sent was $39 and it was sent as a pre-authorization which ***** informed us is only for debits not credits. Visible did refund a credit of $30 on 10/25/22.

  So apparently they do know how to credit back. The initial $30 is the amount we paid for the service. The outstanding balance that needs to be returned is $69 which was taken out of our account for the phone that we returned via *** October 3, 2022. 

  Business Response

  Date: 11/29/2022

  Refund was attempted on November 10, 2022, and bank rejected refund. An email has been sent to ******* with an offer to receive a $75.00 choose your own gift card or to dispute the charge with his bank. No response has been received

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18339549
  
  I am rejecting this response because: The business has stated a false statement verified by our bank. On November 10, 2022 the business 

  did not try to refund the $69.00 owed to us for the returned cell phone. There was a $39.00 attempt for a pre-authorization which according to the bank is only used for debits and not credits. We have decided therefore to let the bank handle the resolution of the $69.00 refund owed to us.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/31/2022

  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.

  Date of transaction:06/21/2022 The amount of money that you paid: $1,175.53 *********** sent the device and they did not arrive and they just said that they delivered the device without my signature and asked me to uploaded the police report and I have uploaded and they denied to refund with no reason. They even deleted my account with no reason. I tried to talk to them and they did not seem to solve this problem and just cheat the money!!I was so angry with this kind of company!I tried to claim on ***** and ***** told me that visible has already claimed from them. So visible claimed the lost iphone from ***** and they did not refund me? What are they doing???

  Business Response

  Date: 11/10/2022

  Response attached

• Initial Complaint

  Date:10/31/2022

  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 tried to switch to Visible with a Pixel Pro 7 last Friday, October 21st. I spent 8 hours across the next three days waiting on customer support and trying the things they suggested to get phone service working. It never worked. By the third day, the Visible app and website stopped working "because of a known issue with some WiFi routers." I had to restart my entire service conversation within ******* messaging to learn this since they don't have an email address or phone number.When they said I was going to have to drive somewhere to find a different WiFi hotspot to use their app to continue troubleshooting, I gave up and asked for my money back ($40). They wouldn't give me a refund because they said I had activated service, even though the very reason I was chatting with someone was because I'd never been able to make phone calls! They wouldn't escalate my request. They just kept repeating they don't have a policy for refunds. I switched back to my old carrier. I reported them to my credit card.This business model may not technically be a scam, but when customers have no recourse when services are not delivered as promised I think that should qualify as a scam. This is especially true when the service not provided is phone/mobile service. So many of us rely on our phone numbers being registered with mobile carriers for the purpose of two-factor authentication. I couldn't log into multiple banking and credit accounts while my service was down. I also couldn't port-out my number to a new carrier when their app/website wouldn't connect for me. Normally, I could call my service provider for that port-out number, but Visible doesn't have a phone number. I've never made a complaint like this in my life, and I have ******* internet service. Visible isn't just a bad business. They are a menace.

  Business Response

  Date: 11/09/2022

  Response attached

• Initial Complaint

  Date:10/31/2022

  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.

  My son tried to purchase a new phone on his visible account. The payment was not accepted. He uses the same card for his monthly bill payment which is on autopay. He discarded buying a new phone at the time. In Aug 2022, I needed a new phone and my son paid with the same card on my visible account and the payment was accepted. The phone was shipped to our home address without any problems. My son saw the phone he wanted on sale this past week and tried to purchase it on his account and the payment was not accepted. He tried on my account and the payment wasn't accepted. I contacted customer ********************** and they suggested paying through PayPal and again the payment wasn't accepted. I tried to purchase the phone on my account with my card and the payment wasn't accepted. I tried on his account with my card and the payment wasn't accepted. I contacted customer ********************** and they informed me that a member reported my address and that my address was blacklisted. They wouldn't give a reason as to why. I was told private and delicate information can't be told over chat when that is the only way to contact customer **********************. Then I was informed that my account was permanently on hold because of my address being blacklisted. The solution was to order the phone with a different address. At that point my son no longer wanted to purchase the phone. However I wanted an explanation of why my address was reported and blacklisted and why my account was permanently on hold. I could not receive an explanation on this. A supervisor was supposed to contact me and never did. Customer ********************** is through chat and each time you contact them it's something different because each customer ********************** agent will only provide certain information to you. I was able to receive my phone at my home address without problem with the payment being made with my son's card that keeps rejecting his purchase. I've never had a problem with this company until now. I want my address and account issues resolved.

  Business Response

  Date: 11/11/2022

  Response attached

  Customer Answer

  Date: 11/11/2022

   
  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:10/30/2022

  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 a new cell phone and service and ported my current number to Visible. Visible could not provide me with the service they sold to me. After several days all day attempting to chat with their joke form of customer ********************** it is apparent that whomever is on the other line are people that are just there to lie to you and waste your time. They cannot get the services working and all steps were fallowed correctly for this common task of purchasing new cell service and keeping your number. I explained for many many days and hours that I need my phone number service active to confirm my identity at work and to log into our systems and work or I would be fired from my job on the third day of this occurring where I was unable to log into work regardless of the reason with tech I was experiencing and they just kept lying to me and making false promises and nothing was ever done to get the service working. They additionally would not provide me the information needed to recover my phone number from their network so I can go back to my old carrier so they have stolen my phone number which is linked to many and numerous accounts that identify me. I am worried this company is a fraud to perpetrate identity theft but at the very least they should not be in business since they are not able to provide the services they are selling to consumers. At this point, I am wondering how I can avoid be terminated from my place of employment because of this atrocious company. I would simply like them to provide me with the port out pin that I asked for so I can recover my phone number and port back out of this network and they state that requires them to first get phone number working and active in order to give me the port pin and it seems they can't do the first thing to provide the second thing which is just me getting the pin for port and as far away from this place as I can. This is the most awful experience dealing with a company I have ever or will ever experience in my life.

  Business Response

  Date: 11/09/2022

  Response attached