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:10/27/2022

  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.

  What a mess! After speaking (because you cant actually talk to a person on a phone just over the internet) with about 10 different people they still didnt do what they said they would. I was told one of my phone requires only a physical SIM card (no eSim) and they would send me a new one and it would be to my place in ***** hours. Which I though cool/perfect, but because that phone didnt work I could change my address so I got help with that, once again cool/awesome. HOWEVER, after being told the address was switched (and confirmed on my account) AND they were mailing a physical SIM card (again showed a sim ordered place), I find out after waiting 2 days for it THEY NEVER ACTUALLY MAILED/ORDERED A SIM CARD FOR ME. No, they put on my card that they ordered a eSim for the phone that ISNT EVEN COMPATIBLE with it. I stressed over and over again that I need it for work asap and they assured me it would get done that day. However, apparently no one knows how to read through threads of conversations to be caught up on the ***** and just screwed me over even more, talk about incompetent employees and phone service. Overall, everything about this process, the people helping me, and this phone service is full on TRASH.

  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.

  I purchased the phone swap and was told to send my phone back in ***************************************************** an address to return to. It took 2 weeks(14 days) for them to activate my phone and when it was activated I still did not receive shipping instructions. I was waiting for the shipping instructions when today I was charged $100 for not shipping my phone back but when I contacted them I was told they couldn't do anything about it and I should have contacted them sooner. They have no shipping address on their site or an email to contact them with. The person I talked with was rude and told me I should have contacted them sooner. It was really hard for me to find out how to contact them because they have no contact button on their website. I had to go to ******** and honestly u do not feel like giving out my account details on a social media platform.

  Business Response

  Date: 11/04/2022

  Response attached

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18320613
  
  I am rejecting this response because: I have checked my email multiple times and visible did not send me any email with a return address. Therefore I have no address to send my old phone to and should not be held liable for their neglect on their customers. They did not send an email.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/11/2022

  The return label was emailed to the email address on file with Visible. The member communicated with Visible On October 27, 2022 1 month after receiving the Visible device to inquire about the $100 charge to the payment method on file. Visible advised the member that he was charged due to not returning his old device.  As advised in the initial complaint and listed on the Visible website the policy to swap devices require that the incompatible device is due back within 14 days. At this time Visible has thoroughly investigated the issue and no further action or refund will be provided.

   

  When I swap, how do I send in my old phone?
  
  Get your phone ready, making sure it turns on. Don't return any accessories (case, memory card, charger) or a damaged battery. Remember to make sure your phone is paid off! The device to be returned must match the **** entered when submitting your order.
  Pack it up. Place the device under the plastic film on the return insert included in your shipment. Secure the insert inside the shipping box. Tape the box closed
  Using the pre-paid return label included, mail in your old Android device within 14 days of receiving your new device. Slap the return label on the box, making sure you cover the original shipping label. Bring your package to the carrier listed on the shipping label or contact them for pickup.

  
  

  Customer Answer

  Date: 11/26/2022

   
  Complaint: 18320613
  
  I am rejecting this response because: I never received an email with the shipping label. I checked everywhere even in my spam and it was not there.Also there was no prepaid shipping label in my box. Those instructions are great if I knew where to send it which I did not because the business probably purposely left our the shipping label just so they could charge me the $100.  It would be nice if they had an address on the instructions or an email or contact info would have been great but they had none. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/26/2022

  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.

  1. Bought an iPhone from visible on Nov 2021 from account *************************** 2. Had activation issues which visible was able to fix.3. Per visible suggestion, activated the device from another account ************************** and ported in my number 4. Received promo deals after 3 months as expected 5. But device is still not unlocked Visible is asking me to activate another line on same device for another 60 days to unlock. I have already fulfilled that in my initial terms. Activating the line/device from another account is per the direction from Visible.Need the device unlocked or issue refund.Thanks

  Business Response

  Date: 11/05/2022

  Response attached

  Customer Answer

  Date: 11/05/2022

   
  Complaint: 18317716
  
  I am rejecting this response because:The device is still locked and i am not able to use it with different carrier. Tried using ****** Fi (T-Mobile), US Mobile(Verizon) & Airtel (AT&T) sim cards and non of them work. Refer attached screenshot from Device settings showing the imei and 'sim locked' message.

  This issue is not resolved. I did reach out to apple support for help and we did factory reset & restore using computer itunes, to see if the sim unlock policy gets refreshed and updated. But this also did not help and i still have this issue. Per Apple support, there is nothing much they can do and the device unlock needs to happen from visible end.

  Apple case number is ************ and visible can reference this to apple for any additional information needed.

  Please review and advise.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 11/10/2022

  Hi Team,
  
  Please refer to the attached email i received from visible today (Nov 10). Per the response from visible for BBB complaint, was informed the device is showing unlocked on their end. I still show it locked in phone, for which i had already rejected the BBB response. 
  
  Tried reaching out to Visible support to see if they can push the unlock policy to the device again, since apple support was not able to help. But i got the attached response saying device is still locked and asking me to activate a line with them again for 60 days. I dont understand why i need to activate line again when i have already fulfilled the requirements back in Nov 2021 to March 2022. 
  
  i am also not sure why one visible responded telling device is unlocked but in reality it isnt. I am struggling with this issue for more than 6 months and i am at loss of words. Please help get this issue resolved by unlocking or refunding the device price (i cannot use it anywhere now).
  
  Thanks & Regards,
  *******************************
  

  
  

  Business Response

  Date: 11/17/2022

  While this device is unlocked on the Visible end and per the screenshot that was attached to the original complaint. Internally, the device is still locked due to the member never activating and using the device for 60 days. As suggested by the Visible chat agent, this member will need to activate and use the device on a ******************** account for 60 days before the device is unlocked internally. 

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18317716
  
  I am rejecting this response because: I see an update posted in BBB complaint saying i never activated the device. I am not sure how is visible even checking this. I have a line active on that device for 5 months and they claim i didnt activate ? 
  
  The original complaint i had is as follows,
  
  1. Bought an iPhone from visible on Nov 2021 from account *************************** 
  2. Had activation issues, which visible was not able to fix. 
  3. Per visible suggestion, activated the device from another account ************************** and ported in my number 
  4. Received promo deals after 3 months as expected 5. But the device is still not unlocked. Visible is asking me to activate another line on the same device for another 60 days to unlock. I have already fulfilled that in my initial terms. Activating the line/device from another account is per the direction from Visible. Need the device unlocked or issue a refund. Thanks 
  
  I even asked them to activate my original account so I can at least activate another line, pay for 2 months again (which i didnt have to do) and get it unlocked. But visible is not doing that also and saying i cannot use that account anymore. They are not giving me any option to unlock this device now.
  
  Thanks & Regards,
  *******************************,
  

  
  

   

  Business Response

  Date: 11/30/2022

  The I-Phone was never activated on the account and, as mentioned in the email sent by Visible, the member will need to activate the device for 60 days before the device is unlocked. The Visible unlock policy is that the member activates and uses the device for 60 days. As for the gift card promotions, I'm not showing a gift card promotion under the account **************************** Also, as you can see from the attached document, there are no accounts under the email address ************************************. 

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18317716
  
  I am rejecting this response because:

  I see a response from visible for this case and they claim i did not have an account ************************************. I am not sure how the visible system works and why they are not able to see this account. It's a total mess. I have moved out of Visible back in March with the mess they were having.

   

  I am attaching a few screenshots with visible support chat in the attachment. The chats clearly show the email id ************************************ and also the verification messages they normally do. This is back in February 2021 from when I am trying to get this device unlocked. You can clearly see the dates in the chat screenshots.

   

  I see few options and I am open with anything. But visible is clearly not helping.

   

  Option 1: I have clearly fulfilled 60 days as mentioned in the complaint. Visible to unlock the device as promised

  Option 2: If they cannot unlock, refund the full amount and i am open to return the device to **********************

  Option 3: I really don't have to do this but still giving it as an option. Visible says i should have the line active on the device purchased account *************************** for 60days. If they re-enable the account, I am ok with activating another line and paying (lose) another $60 to unlock the device. But ********************** is not doing that also. Their support chat said I cannot use that account anymore. What do they expect me to do to unlock this device ?

   

  Please assist on this and it has been going on for over a year now :(

   

  Thanks & Regards,

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

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

  Business Response

  Date: 12/09/2022

  As mentioned this device will not unlock until used on the account for 60 days. Visible has thoroughly investigated the issue and no further action will be provided.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18317716
  
  I am rejecting this response because:

  I see a response from Visible for this complaint as " As mentioned this device will not unlock until used on the account for 60 days. Visible has thoroughly investigated the issue and no further action will be provided. "

   

  Like I previously stated, visible is not letting me activate a line on this account. I am not sure what else to do here. Please help with a resolution.

   

  Option 3: I really don't have to do this but still giving it as an option. Visible says I should have the line active on the device purchased account *************************** for 60days. If they re-enable the account, I am ok with activating another line and paying (lose) another $60 to unlock the device. But visible is not doing that also. Their support chat said I cannot use that account anymore. What do they expect me to do to unlock a fully paid device ?

   

  Thanks & Regards,

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

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

  Business Response

  Date: 01/06/2023

  As previously mentioned this device will not unlock until used on the account for 60 days. Visible has thoroughly investigated the issue and no further action will be provided.

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18317716
  
  

  I am rejecting this response because: Visible is not taking up responsibility for their agents direction and is passing the burden to consumer like me. I have fulfilled all the needs for unlocking the device. Like i stated already, i had to activate my port in number from another account on the direction from visible. Have also provided visible chat screenshots of this conversation with visible a year back. Still visible is not standing up to their agents direction. Last i asked to enable my original account, so i can atleast activate another line to get it unlocked. And Visible is not doing that also.

  
  

  This is totally unacceptable.
  

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

• Initial Complaint

  Date:10/26/2022

  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 have had wireless service for over a year. Never had any problem until I bought an iPhone 14 pro from when. I received the phone on 9/20/22. Today is 10/20/22. A months and visable still has not been able to activate the phone. You have to be able to get into their app to do anything on your account. Because your not able to speak to a person by phone. Theres not a number anywhere to contact them. It is all through chat that you. Normally have to wait atleast 30 mins. I have chatted with them atleast twice a day since I received the phone. They are supposedly working to unlock my app so I can download an esim for my $1200 I purchased from them. I would think it would be against the law to sell me something I cant even use with their service. They wont unlock the phone for 60 days after activation which it is their fault they dont have the ability to unlock the app. So I cant even use it on another service because of the incompetence. They also charged me $50 for the month of service that I havent even used because they cant activate the phone. Wont take the phone back so I can buy one elsewhere. Says it had to be returned within 10 days. I was going to send it back but they kept promising it would be resolved in ***** hrs. It has been 30 days. I finally had to go elsewhere to get a temporary phone yesterday because I have my 84 year old Mother that lives with me that I take care of. I could just imagine what could have happened in case of an emergency. They just keep saying they are sorry about the whole situation but if so they should get someone there to resolve the problem. I have ask for a call from a supervisor numerous times. But never get a response. Do you think I have any legal rights for this situation. Just want them to take the phone back and refund my $50 for the service I did not get. So I can go elsewhere and buy another one and get a working phone. Thanks for listening to me. *******************************

  Business Response

  Date: 11/10/2022

  Response attached

  Customer Answer

  Date: 11/18/2022

  Hi my name is *******************************. *************** to the email I received from BBB about my case # ********. I am very satisfied with your help. I waited 45 days and you got it resolved in less than a week. Thank you so much for your hard work. As of yesterday all of the problems have. Been resolved. Even got my Apple Watch activated also. Cant thank you enough for being there for the consumers. 

• Initial Complaint

  Date:10/25/2022

  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 an iPhone 13 Pro *** on the Visible website while it was on promotion, on Oct 24, it was supposed to be next-day delivery. However, it didn't get shipped on Oct 25, and there are many people who ordered after I got the phone already, I contacted them on their live chat, and they said they had some system issues, and the issue was resolved on their end, I should get the phone the next day. But later that afternoon, I got an email saying the shipping address was updated and when I logged in to the account, the order disappeared. I contacted them again, and they said the order was canceled and couldn't provide a reason, and the phone is already out of stock on their website (it was in stock when I ordered and was still in stock for hours after I ordered). I want Visible to honor their promotion and ship the phone with the same or better spec with the same promotion price and honor all promotions attached to the order ($150 gift card and ************** speaker). This is totally their system issue and customer should not be responsible for issues on their end.

  Business Response

  Date: 11/05/2022

  Response attached

• Initial Complaint

  Date:10/25/2022

  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.

  Purchased online, a Blade 3 Prime phone from Visible. It arrived the next day. The phone had deep scratches and was in a "***************** Your Device failed verification and may not work properly. Please download boot image with correct signature or disable verified boot. Your device will reboot in 5 seconds" the device will not turn on, nor will it charge. There is no customer ********************** number and the chat feature does not work.

  Business Response

  Date: 11/11/2022

  Response Attached

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 24th, I purchased an iPhone 14 Pro with Visible wireless using Installment with Affirm. However, I changed my mind and I decided to cancel the order within the day. The order was not shipped at that time. And as far as I know, it's not been shipped since then. So I contacted the representative at Visible, and they canceled this order for me. And on September 27th, I received the cancellation confirmation from Visible with case #********. I attached the confirmation email here in the attachment. The email states that I would receive the refund within 14 business days. However, after more than 14 business days, my loan with Affirm is still open and I haven't received a refund in any form. So I contacted Visible again on October 21st. They escalated the case with Case #********. And I received their resolution on October 22nd stating my refund request was denied, which I totally didn't get it. I hope Visible could issue the refund to me, because I shouldn't pay for something that does not exist. And I hope they could fix this as soon as possible because the Autopy for the installment would begin soon on October 26th.

  Business Response

  Date: 11/10/2022

  Response attached

  Customer Answer

  Date: 11/10/2022

   
  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:10/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visible offered a program to purchase their phone and switch service, pay for 3 months and then you were entitled to a $100.00 gift card. I signed up through Visible, purchased the required phone, satisfied the 3 month service and have yet to receive the gift card. I have chatted with Visible numerous times however they cannot help via chat and ask to communicate via ******* or ********* When you try to communicate via ******* or ******** you can send a message but are required to sit in front of the computer and wait for a response from someone. When you get no response they will send you an email and ask you to go back online however it may be hours or days later (seems like a way to not have to communicate with a customer). They have no form of communication other than text and from the way I see it they have covered all bases when they offer ***********. By the time 3 months have passed you cannot dispute the charges through your bank, you can't get anyone to answer at Visible, and receive no gift card. This seems like a win win for Visible but absolutely horrible business practices for the consumer.

  Business Response

  Date: 11/03/2022

  Response attached

• Initial Complaint

  Date:10/25/2022

  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 had placed an order in September 2022, the order number was ********. My order is still not shipped yet after waiting for 2 months! Affirm has started charging me monthly payment on a phone that I had never received! They kept on promising me a resolution, its almost 2 months now, so far Ive got NOTHING! This is beyond frustrating and totally unacceptable!

  Business Response

  Date: 11/03/2022

  Response attached

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18308712
  
  I am rejecting this response because:

  unacceptable! Ive made my first payment already and it was NOT REFUNDED back to me!

   

  
  
  Sincerely,
  
  *************************** M

• Initial Complaint

  Date:10/24/2022

  Type:Customer Service 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 paid visible 30 dollars on September 25th for a month of service. Today on October 24th my service stopped working on my phone. They advised my service stops on the 24th but that they could ***** me till the end of the day, they promised me full service till then. I never got it. I paid my bill. My service was not restored after paying my bill on October 24th. They then stated to me that my bill was actually due on the 25th. They have refused to escalate my case any further after already troubleshooting the issue for 2 hours. They will not advise what they will do for compensation for losing my service, and for leading me to the impression that if I paid my service on the 24th my service would be restored on the 24th.

  Business Response

  Date: 11/03/2022

  Response attached