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:10/30/2022

  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 May 24 2022 I ordered an iPhone SE (2022 version) from Visible with service from a port-in.This was Order #******** with ***************** and ************ as the account information.Their device unlocking policy (PDF attached) states that 60 days after activation the phone would be automatically carrier unlocked. 60 days after activation of the line the iPhone SE remained locked. (Of note, while I did activate the service, I chose to use my prior phone - an iPhone 13 Pro- that was purchased elsewhere as that is a better phone.)I spent a long time trying to reach Visible about why the iPhone SE was not unlocked after which they stated that not only the service had to be activated, but also the phone purchased needed the *** card inserted and activated and 60 days after that event it would be automatically unlocked.So August 26th 2022 I inserted the *** card into the iPhone SE and the phone was activated. I prefer to use my iPhone 13 Pro so I moved the sim card back to it and waited over 60 days. And after 60 days the iPhone SE was still not unlocked.So I then spent many more hours trying to reach Visible and after hours waiting on line in the chat, waiting for call-backs, they told me that not only does the iPhone SE need to be activated with the *** card, it needs to be continuously activated and I cannot switch my *** card back to my other phone. They state that this is their policy. When I confronted them with the policy stated on their website (documentation attached) that does not say continuous activation is required, they told me that is their internal policy and they refused to show it to me in writing.Their policy as currently stated on their website as of now says:"What is Visibles unlocking policy?Smartphones that you purchase from Visible will be locked for 60 days after activation. After 60 days, we will automatically remove the lock". It does NOT state that the *** must be CONTINOUSLY inside for 60 days.Unlock my iPhone or refund me.

  Business Response

  Date: 11/08/2022

  Response attached 

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18335339
  
  I am rejecting this response because on Visibles unlock policy posted currently on their website (and as previously uploaded on this complaint) it does NOT say that the device must be used with Visible for 60 consecutive days. It states that the device will be unlocked 60 days after activation. 

  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.

  Visible is violating the policy stated on their website. If they will not unlock the phone I purchased then I want to return the phone or file a chargeback.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 11/17/2022

  Visible unlock policy requires that the member activate (activating the device includes using the device for 60 days) before the device is unlocked.
  

  Why does Visible have an unlocking policy?
  
  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. 

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18335339
  
  I am rejecting this response because: Visibles policy as stated online is that a device will be unlocked 60 days after it is activated. It does not state that it must remain in the same device for 60 consecutive days. I have maintained activated Visible service for 6 months now in a different device after activating the purchased locked device and my device was never unlocked.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:10/30/2022

  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 purchased a sim card and plan from this company. The next day I attempted to activate and was told it would be 48 hrs, which is **** hrs longer than any other company. This was unacceptable to me, as I need constant service. I demanded a refund and cancellation of service. They provided the refund, but the next day decided on their own to unport my number from my previous carrier, which I had just purchased a new plan from. Now my phone number has been stolen from me, and the service plan I purchased has been cancelled. I am left with no service, no phone number, and out the money I paid for another service. Visible has no intention of fixing any of this. I ask you step in and correct this and scold this company on their corrupt business practices. I also am considering legal action for the money that was stolen from me.

  Business Response

  Date: 11/09/2022

  Response attached

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18333196
  
  I am rejecting this response because:

    I accept nothing of your response. There was absolutely nothing wrong with my payment method. What occurred is once I told your people I no longer wanted to use your service a refund was issued instantly. Then, without my knowledge, you ported out the number of the service with another company I had just paid for 12 hrs earlier. YOU STOLE MY SERVICE WITHOUT MY PERMISSION. I see I am able to finally port out the number that you stole, but the service I paid for is cancelled. Thanks to you. You owe me the money I spent on that plan. I dont want to ever use your service, so dont offer me some ******** credit. YOU OWE ME MONEY THIEVES. I dont appreciate you lying about what happened with your incompetent staff either.  Additionally, I received an email yesterday informing me that you charged my credit card again for your service. For your sake, there better not be another charge on my card or there will be legal action. One of the requests I have made here is to NEVER be contacted by you EVER again. Unfortunately,your scam business model continues to attempt to steal from me. STOP CONTACTING ME AND NEVER USE MY F****** CREDIT CARD AGAIN.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/17/2022

  As mentioned, you were issued a refund (two) and there was no (zero) payment on the account. If you can please provide the proof/receipt that Visible is charging, your card or payment was applied to the account, please attach it to the case. If you are unable to provide the proof/receipt Visible will work on our end to retrieve the funds for the refunds which were issued incorrectly. Please understand that Visible is required to respond to each and every complaint/rejection that is filed on this platform. 
  

• Initial Complaint

  Date:10/30/2022

  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.

  no consistent cell service for months since switching to new plan, i've had this issue multiple times in the past but the fixes have always been short term

  Business Response

  Date: 11/09/2022

  Response attached

• 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 have love Visible for years but the last week has been a nightmare. I purchased an unlocked iPhone 14 Pro *** from Apple and attempted to swap it with my unlocked iPone 13 mini (eSim w/ Visible). I have no data, no visual voicemail, no iMessage activation on my iPhone 14 Pro *** or iPhone 13 mini. This is clearly a provisioning error on the network. Chat support is unhelpful and leads you in circles. It's outrageous, I am without phone service when I am on auto pay for years, I wish visible fixes this issue right way. By the way, they can't call me because I have no service. They should email me with their phone number to assist.

  Business Response

  Date: 11/07/2022

  Response  attached

• Initial Complaint

  Date:10/29/2022

  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 refused delivery of an iphone several weeks ago and have not received the refund of $459.03 from Visible. Chat confirmed they received the phone and said refunds will not take longer than 14 days. I see similar complaints against Visible by others. Several attempts on chat to get a status of the return results in Online Agent not responding. I am requesting BBB assistance and get Visible to refund the $459.03 to me. Thank You.

  Business Response

  Date: 11/09/2022

  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:10/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SCAM SCAM!!! Absolutely DO NOT consider this company I have been working with them for 6 or more hours on little to no service and was told after all that time they have dropped the ******* S10+ and their solution is to just purchase a new phone, nothing physically or mechanically wrong with my phone. 100% pure SCAM!!! Stay far far away.

  Business Response

  Date: 11/08/2022

  Response attached

• Initial Complaint

  Date:10/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Visible cell phone plan is an absolute scam, Go read Trust Pilot reviews, don't read their self-touting reviews online. It should be illegal to not have a phone number associated with your business. NO ONE cares about your social platform when your product does not work and you jeopardize someone's livelihood by not having a phone for 24+hours. I have spent 8+hours trying to get my phone reported back to ******** their parent company. ******* should be ashamed of having this company attached to them.

  Business Response

  Date: 11/07/2022

  Response attached

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18331903
  
  I am rejecting this response because: I want a refund for services that were NOT rendered. My phone did not work ever during two days and I was told I would have immediate access to my phone, not **** hours. You are owned by the same people, so basically I bought my phone from you. I want my $30 back
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/17/2022

  A refund was issued to the member in the amount of $30.00 on November 17, 2022. 

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Through endless ****** searches I see I'm not the only one unable to get through support. Only chat, which I've waited over 2hrs each time I'm told to reach out. As usual I paid my phone bill using the app, . My service plan stopped working . I reached out to customer support using one of their only available support options, chat. I was told that my case would need to be escalated and I would hear back from somebody in 36 hours. Over the next 7 days I used this option two more times. In all three instances the wait time was at a minimum of an hour. The the second and third attempts I was disconnected from the chat queue multiple times resulting in wait times of several hours. Keep in mind I stay on the chat page I DO NOT multi-task. My phone disconnects daily, and only works when I pay to be activated. 3 activations in one month on a 30 day service?? When I told them to just issue a refund and I would switch providers I was told that that was not possible. 3 times my case was escalated, 3 times I was refused a refund and 3 times I was told it would be a 36 hour wait to hear from a resolution team. After seven days of no service and ZERO calls from the alleged escalation team I decided to delete the Visible app and esim and go with another provider and dispute the card transaction with my credit card provider. When I opened the Visible app to try and cancel service I received a message to update the app to support the new features. I could not even log in. Once the app updated it was, finally, explained that I had to choose a plan to activate my service. I did so and, after charging me additional money, the app installed a new esim and my service started working. I was charged 3 times, in one month!!! I run a business. I'm still out of app use, and waiting on support. I just want my funds back not 5 or 10% of it 100%.

  Business Response

  Date: 11/06/2022

  Response attached

• Initial Complaint

  Date:10/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 26, I ordered a iphone se from visible website, and plan to transfer my current phone number to visible. The amount is $323.76. In the morning of October 27, I receive the email which told me my phone is on the way. But a few minutes later, I receive another email which said my number is wrong. After I contacted staff of visible, he told my my order has been canceled due to IT problem. Then, he told me he cannot recover my order. What's even more ridiculous is that the parcel of phone is on the way, and I need to send back the phone after I got the parcel, if I want to refund. He said, he cannot contact ***** and recover my order. The only way is send back the phone after I got it. This is totally ********. It is completely wasting my time and money. I need a refund directly instead of shouldering the responsibility of visible, that's their fault, not mine. He told me the refund will be arrive within 14 days, after the warehouse got the phone returned. 14 days? Are you kidding me, the visible company waste my time and money, the only explanation is "IT problem", with the fake apology. I need it recover my order or just give me the refund directly.

  Business Response

  Date: 11/12/2022

  Response attached

• Initial Complaint

  Date:10/27/2022

  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.

  In July I purchased a new iPhone 11 from Visible Wireless to replace my daughters iPhone 8. I paid for it and we received it shortly after. I was able to activate the phone and register it to her service. It worked without issue until roughly October 6. There was an error about the activation that told me we needed to update to the latest iOS. I was unable to update using iTunes or Wi-Fi so I called apple support the instructions were to try restoring the data. So, I backed up the phone and restored it. Now the screen takes me through the setup and then tells me Unable to activate and An update I required to activate your iPhone.. This happens with or without the sim. I called Visible who told me the phone I under warranty and I needed to talk to Apple. I brought it to the Apple store twice. Each time they tell me the device is not under warranty. I call Visible who cant fix the device and refuses to exchange or replace the device. They then bounce me to Apple which wont honor the warranty and told me to call Apple support and Visible. Apple support tells me to call Visible and then Visible says they cant help I need to call Apple. Meanwhile, the clock on the warranty is still running and we paid the asking price for a device we cant use and had to deal with the horrible frustration of wasting a long time waiting for people who end up passing us off to someone else instead of helping. If this phone is under warranty, it shouldnt be this difficult to have either Visible, ******* or Apple honor the warranty and either fix or replace the device. They should be able to communicate with each other somehow or escalate my issue so that the specialists who fix this can get it fixed. I am tired of running the basic steps without progress and starting all over when I reach out to them again. I need help.

  Business Response

  Date: 11/06/2022

  Response attached

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18299952
  
  I am rejecting this response because:
  I would need more details about the credit amount. I just paid $404.11 less than 4months ago and have been without a phone for one of the months trying to get this sorted.

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

  Business Response

  Date: 11/15/2022

  Please see below the email with the information that was provided was provided to ***********

  Hello *****,
  The device was activated and was being used on the account from July until October. Unfortunately, the warranty with Apple has expired and the device was preowned. The most that Visible can offer is $200.00 in the form of a gift card or a credit to the account if another device is purchased. I do apologize that there isn't much more that I can do at this time. If you would like to accept this offer, please reach back out to me and let me know.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18299952
  
  I am rejecting this response because:
  I would like to know why there is an activation error? If it was activated why did it become disabled? Was the phone that was sold to me stolen and thats why it wont activate ?Why did the agent tell me that I have a warranty if it wasnt true?
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/06/2022

  There was no activation error with the device that was purchased. As mentioned in the initial complaint the member purchased the device in July and the device worked fine until the software was updated which occurred in October. An email was communicated between the member (husband) and a credit of $200 was offered if they purchase another device however, the member denied the offer. The device was preowned and placed online by the member. Visible doesn't provide warranty's the warranty are issued by the manufacture and in this case Apple advised the member that the warranty had expired. Visible has thoroughly investigated the issue and no further action or refund, or device will be provided.

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18299952
  
  I am rejecting this response because: The issue is with the activation not the software. I would like to know if the phone that was sold to me was placed in an activation lock by the previous owner or if there is a carrier lock on the phone. If this is the case, I don't feel I should be responsible for removing the lock in either scenario. Who can tell me why this happened at your company? Who can explain what went wrong or what I did that caused this problem? I refuse to be victimized by your company and accept $200 back in credit towards a new phone on a phone that I purchased less than 3 months ago for $400+ that didn't work. what makes you think I want to spend more money on phones with your company at this point? I have no control over the lock for it. Either unlock the phone, send me a new phone in exchange for the old one, or let me send the phone back for a full refund and I'll take my business elsewhere.

   

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