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:10/24/2022

  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 had cell service with Visible for over 3 years. I recently purchased a new Galaxy phone from them. I have had issues with texting since receiving the new phone. I receive texts sometimes, but will then not receive texts until I restart the phone, then a bunch come through at once. My outgoing texts send in real time and are received by the person they are sent to. I have been contacting visible for over a month, with two resolutions stating that the service is working properly. They will not give me a new phone. The service is still not working. I have reset everything they have asked. They can only be contacted by chat, which takes over an hour to begin a chat with an employee each time. I have emails from them that cannot be replied to. They state in the chat and in the email that someone will call me, and no one does. Then I receive an email saying it has been solved and it is still not working. I want a replacement phone, as I bought this new from them; my previous phone worked fine; and this phone has not worked correctly since day 1. This is causing me difficulty with my place of work, as I have missed important texts.

  Business Response

  Date: 11/03/2022

  Response attached

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18307796
  
  I am rejecting this response because:my phone is still not working correctly, visible email asking if the phone is working correctly was responded to on the 4th, after being sent the evening of the 2nd, not even allowing 48 hours for a response to check the phone or call me, and visible never offered the opportunity to send a replacement phone during the allotted time. I was constantly told they are working on it and I needed to give them another 5 days, scheduled a phone call thatid not come, etc. The phone has not worked since I bought it from them, and they have still offered no solutions.  I offered the solutions of a factory reset and a different Sim card. The manager on the phone said that the tech solution of connectivity was obviously not the issue.

  I have now been dealing with this for 2 months and am now having calling issues with calls being dropped without moving and being unable to call or receive calls for 5 minutes after a call is dropped. This was after the last update. It has gotten worse, not better. 

  If they are saying I need to go to the manufacturer for a new phone, visible needs to supply it, as ibought it from them and it hasn't worked since then. As they are not available by phone or email, I have had tospend between 2-3+ hours on a chat each ti.e I have contacted them, over 10 times in thtwo months. minths.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/10/2022

  The member purchased the device on September 4, 2022. The first communication received from the member was on October 16, 2022 regarding the service issues that she was experiencing. A email was sent to the member allowing 24 hours to respond back to confirm if she was still experiencing service issues. As well as a new SIM card was provided to the member. Visible will not offer a replacement device and the member will need to follow up with the manufacturer as the return policy has passed. Visible has thoroughly investigated the issue and no further action will be provided.
  
  

  Customer Answer

  Date: 11/20/2022

   
  Complaint: 18307796
  
  I am rejecting this response because: I was continuously told that they were "working on the problem" so I could not return the phone during that period. I have had to use a chat only response, which has taken 3 hours each time. I responded to their request as to whether the phone was working, which it was not, within 48 hours. They have not responded when they have scheduled calls with me, or to any attempt from me to contact them within 24 hours, so I believe their response that I was given 24 hours to respond is absurd.

  I have been on with customer ********************** over 8 times, at 2+ hours each time. They told me they would fix it each time. They never offered a resplacement phone and only offered a replacement sim card when I asked for it. They sold me a phone that does not work, even now, over 2 months later. I would like a new phone or a refund for the defective device I was sent.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/24/2022

  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 ordered an Apple iPhone 13 Pro *** from Visible and the order number is ********. I bought it on September 06 2022. I bought this device because it says in their unlock policy that the iPhone will be unlocked 60 days after activation. I activated it on a different Visible account though and it has almost been 60 days since I bought the phone from Visible so I contacted Visible through customer chat for the exact date of when the iPhone will be unlocked. I spoke to someone named ****** and they told me that the iPhone has to be activated on the same account it was bought from in order to be unlocked but that's not what the webpage for their unlock policy says. I told ****** that and ****** told me that even though it's doesn't say what ****** claimed, activating the iPhone on the same account is a requirement and there are no exceptions. I paid $1148.58 for this phone and I am highly upset and disappointed by this interaction. I would like for Visible to stick with what they said on their webpage and unlock my phone after 60 days. Also going forward, I would like their unlock policy to say on their webpage what ****** told me so no one will have to go through this issue I experienced today.

  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:10/24/2022

  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.

  10/23/2022 The issue has been going on for a week or more now. I switched service to Visible and at first, the service was fine. I then started having issues with making calls. I would get a number you dialed is restricted whether I called out or received calls. I chatted with visible since they have no number to call and speak with a person. It took several hours, but the issue appeared to be resolved. I made a call and midway through that call it dropped. I then dialed back out and the issue came back. I reached out to visible and was given the run around about someone would be in contact with me in a couple of hours. In the meantime, I had no service to make or receive calls. I finally canceled my service and asked for a refund and was given the run around. I then asked for the pin to port my number out and have been unable to get my old phone number to switch to the new phone company. I have attempted numerous times over the last week by chat, ******** and online to get my number and my refund. I just want my 45 dollars back and my phone number **************** as I already have a new provider and would like the same number I have had for years to bring to this new provider. I cannot log into my account now or get help to fix the problem and get the port out of the pin to bring my phone number with me. Please help me get my phone number and refund.

  Business Response

  Date: 11/02/2022

  Resposne attached

  Customer Answer

  Date: 11/05/2022

   
  Complaint: 18302981
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************

   

  I have attempted again numerous times to get my Phone Number from them and a refund and they continue to ignore me and give me the run around. I want my phone number before I loose it and I want my refund. 

   

• Initial Complaint

  Date:10/23/2022

  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.

  Been with visible since Oct 2019 never had any issues Summer of 2022 get notice that I need to upgrade my phone to a newer phone to be in the new 5 g network. August 22nd ordered an iPhone 11 finances thru affirm. With new network plan will change from 40 a month to $30 once activated price changes to show activated and on new plan. Phone came August 23rd. activated it August 24th. Phone has worked perfectly for 2 months. Woke up today and can't make/receive calls. I have spent 10 hours on the online chat with visible trouble shooting why phone won't work. They can't find a solution. Told me IMEI # is good iPhone is showing working. iPhone can text and use apps on the visible network but can't make/receive calls. After hours of nothing working I chose to take the phone to another carrier and switch service. New company can't activate phone because visible locked it. Visible policy is must be activated for 60 days then automatically unlocks. Yesterday was 60 days so should have been unlocked. Contact customer ********************** again this time story changes I'm told the iPhone was never activated and never used in 2 months so I need to activate sim card and use the phone for 60 more days for them to unlock it. Phone is unlocked and active and can still text and use the network but can't make calls. They look up IMEI and state again that it has never been activated. Not true. 4 more hours of customer ********************** talking in circles and refusing to unlock phone I provided proof of activation and still telling me I have never used the phone which it is the only phone I have used for the last 2 months. Told they will escalate again and tech will call me. They never called. So now I still have a phone that only works for text and apps, no calls. Can't take it to another carrier when it has been activated for 60 days per their policy. So I'm stuck with a non working phone that I can't take elsewhere. I have proof it was activated and working and still halfway working on their network

  Business Response

  Date: 11/06/2022

  Response attached

  Customer Answer

  Date: 11/06/2022

   
  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. It took 13 days of being given the run around but an executive from visible worked with me for 4 consecutive days and about 70 emails back and forth. They finally fixed the error in their system that was showing my phone as never activated and unlocked my device so I could take my phone to a better provider. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/23/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the last 60 days *** spent, likely, more than ***************************************************************************** that time they have left me without service completely for one day. Without Voicemail notifications for over 3 weeks, and without SMS text messages for, likely, more than 2 weeks.Each time I look for a resolution they say there is something wrong on the back end of the system and promise to contact me within 4 hours (or sometimes 24). Each time Im contacted and asked to chat back in. Never am I able to actually contact them, respond back to their tech team, or actually have them ask the questions they want answers to. Typically I end up on chat, starting over completely, with the reps asking if I can reboot the phone, reset network settings, completely wipe the phone, try the *** card in another phone, etc.They have, quite possibly, the worst customer ********************** on earth. The countless hours spent trying to give them more money for an upgraded plan has left me without access to my bank and pharmacy (2 factor authentication via SMS, which was down for weeks), without access to a phone at all for a day, and added frustration to my weeks.

  Business Response

  Date: 11/08/2022

  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,
  
  **********************************

• Initial Complaint

  Date:10/23/2022

  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 was unable to receive a telephone ordered through www.visible.com website. ***** repeatedly "no accessed" my unit, because it's a gated complex. ***** refuses to redirect the package to their office; they say only Visible wireless can do this. I have chatted with Visible wireless employees numerous times. They refuse to comply. They are also refusing to cancel the order. This company apparently has no telephone number to call, and I can't find an address to contact their corporate office. I have notified the *** that I have not received a phone, and that the company will not comply with my request to cancel the order. What a nightmare!

  Business Response

  Date: 11/07/2022

  Response attached 

• Initial Complaint

  Date:10/21/2022

  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 wife and I switched wireless service to Visible. At the time of the switch I had to purchase a new phone that was compatible with their network. I purchased a ******** Stylus 5g cellular phone, which at the time was qualifying for a $100 gift card if I remained with the company for at least 3 months and paid my bill each month. It has been well over 3 months and I have not received my promo gift card. I've attempted on several occasions to discuss the matter with the company and they have told me I don't qualify. I informed them that a customer ********************** representative from their company helped me when I first came over to their service. I further informed them that this representative informed me that I would get the gift card. The company now acknowledged that I was told this but if refusing to give me the $100 gift card. I am requesting the gift card as promised by the company and as stated on their website when I purchased the phone.

  Business Response

  Date: 11/06/2022

  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.

   

  The only thing I would like to highlight is that the business stated they are providing the promotional gift card to me even though I didn't qualify (according to them). I would like to make it known that one of their representatives (at the time of purchase) told me that I was eligible for the promotional gift card and this communication was documented by the company. 

  I would like to thank the BBB for your assistance. I tried to resolve this issue with the company myself, however, it took the assistance of the BBB to get the company to resolve the matter  Thank you again!

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

• Initial Complaint

  Date:10/20/2022

  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.

  At the end of September I decided to upgrade two of my phone accounts from iphone11 to iphone 14. I received the new phones. It took several days and four+ days of "chatting" to get everything transferred to the new phones and working. Then I had to "chat" another couple days to get the return shipping labels. I finally got the shipping labels. I packed up the old phones and sent them off. Visible received both phones on the same day, they gave me credit for the return of one phone but sent an email saying i didn't get the second phone returned within the 14 day window and that i am going to be charged. I have spent another three days and 6+ hours trying to sort this out. Every time I "chat" the agent ends up telling me that i should receive a response within 4 to 24 hours and still i am waiting for an updated email stating the return of my second phone has been credited. My case # is ********. And there is absolutely no way to talk to a live person. No phone number to call. Only chat, which always takes a minimum of two hours to get an agent on the line, and ultimately no results. It's very frustrating and such poor business. I just want the company to send me an email regarding the second phone, acknowledging that they have received it and that I have been credited for the return!

  Business Response

  Date: 11/06/2022

  Response attached

  Customer Answer

  Date: 11/07/2022

   
  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:10/20/2022

  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 signed up specifically for the $300 Amazon gift card. I was told by an agent I would get it after three months if I brought my own phone and number over. Now another agent is saying differently. Which is it? Im not keeping this service past this month if Im not getting the promotion as advertised and promised.

  Business Response

  Date: 10/30/2022

  Response attached

• Initial Complaint

  Date:10/20/2022

  Type:Order 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 signed up for a promotion of a $200 **** card after 3 months payment. There was nothing I read that stated I had to do anything then port in a number for a qualifying company (which I did). I then talked to an agent and made sure I qualified before I proceeded to pay the full 3 months. The agent told me all I had to do was port in a number. The company has screen shot that conversation and told me that I was misinformed and that the agent was wrong. They are now not giving me the promo or compensation for this matter and they are false advertising. They admitted they were wrong and keep redirecting me and hanging up on me. This is fraud and stealing.

  Business Response

  Date: 10/30/2022

  Response attached