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:10/14/2024

  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 was very happy with the pricing and consistency of their service, until I switched from the monthly to the annual plan. After that, I started losing data then connectivity. I spent literally days in chat with their laughable customer **********************, explaining that due to health reasons, I cannot afford to lose connectivity for even a minute, let alone days. After the 5th time this happened - no calls, no data - I switched over to another carrier. Now, they should have already offered me a partial refund for the days Ive already spent without service, but already paid for - but they didnt. Fine. But when I request a prorated refund of the remainder of the pre-paid annual plan, they refused. Listen, you dont get to sell someone something that doesnt work, and still keep their money. Thats called theft. Avoid Visible, and their parent company.

  Business Response

  Date: 10/23/2024

  Please see our attached response to the BBB complaint

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22419519
  
  I am rejecting this response because:

  I did what they said to do to authenticate.  Then they send me an extra step to do something more?  Ive verified my identity.  Im a disabled veteran whos currently experiencing a health emergency, and dont have time to scour my emails for a link that may expire in an hour, when Ive already verified my identity.  Just refund the money.  Either to the original payment method, or mail me a check.  Your own letter shows just how much of a headache its been with your service.  This just further demonstrates your lack of care.

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

  Business Response

  Date: 11/04/2024

  Please see our attached response to the BBB rebuttal.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22419519
  
  I am rejecting this response because: 

  I followed the extraordinary steps they provided, but they then just kept adding more steps Someone called me while I was in the hospital on the way to the OR, but didnt leave any contact information.  Also, their accent is ridiculously hard to understand.  Im now out of the hospital, and as a disabled veteran, Im pleading with you.  Look at their original statement.  It PROVES that their service failed on multiple occasions.  Theyre now just making the refund process extra difficult, because they know most people will just give up.  Im fighting for my life, I do not give up!

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

  Business Response

  Date: 11/20/2024

  Please see the attached response to the BBB rejection. 

• Initial Complaint

  Date:10/13/2024

  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.

  Dear Visible Customer ************************ am writing to formally request a refund for a charge I was wrongly billed for, regarding my account associated with the phone number ************. My service was scheduled to end on September 25th, 2024, and on the evening of the 25th, I ported out my number. However, before my port-out process was complete, Visible charged me $25 for the next months service.On the same day, I contacted Visible customer ********************** and explained the situation. I was told by the representative that I would be eligible for a refund. The representative explained that since the charge was still pending, Visible would process the refund once the payment had been received. I took a screenshot of the conversation, and we agreed I would follow up in a few days.Approximately 20 days later, I confirmed that Visible had received the payment. I contacted customer ********************** again, this time with chat IDs ******** and ********. However, the new representative informed me that I was not eligible for a refund, contradicting what I was previously told. This inconsistency has been extremely frustrating and has caused unnecessary delays and confusion.I am requesting an immediate refund of the $25. I did not receive any service for the payment, and the time I spent with customer support has been wasted due to incorrect information provided by your staff. If Visibles representatives continue to give me conflicting information, I do not know who to trust. Had I been informed from the start that I was not eligible for a refund, I could have made different decisions.Therefore, I kindly request that you honor the refund that was promised to me.Thank you for your attention to this matter, and I look forward to a swift resolution.

  Business Response

  Date: 10/22/2024

  Please see our attached response to the BBB complaint

• Initial Complaint

  Date:10/12/2024

  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.

  On 9/24/24, I purchased a used iPhone 11 from Visible by ******* and requested an eSIM to start cellular service with them by porting my number. I received the phone on 9/27/24. I started the set up on 9/30/24. On 10/1/24, I received an email from Visible that my number had been ported, and I lost service with my previous provider on my old phone. However, I do not have phone service with Visible yet, though I have been charged the monthly fee.Since then, I have had numerous online chats with live agents at Visible, including a ticket/chat that now remains open. I also spoke with a supervisor by phone on 10/2/24 who "promised" my phone service would be activated by midnight in my time zone that night. It was ********* is 10/12/24, and my phone service still has not been activated. They have told me that the phone I purchased through Visible is locked for other carriers for 60 days, but the biggest issue is that they have my phone number. I cannot port it to another carrier because service hasn't been established with Visible, and therefore, I do not have the 4-digit pin established which is necessary to port.Yesterday, Visible emailed to say that I could set up my phone. As I worked on the steps for activation this morning, I received an error message stating that the phone I was attempting to activate doesn't support eSIM and that it looks like I'm trying to activate a different phone. The phone I am trying to activate is the one I purchased from Visible. When I added that information to the chat, the agent asked for the phone's IMEI 1 and 2 which I provided. The agent then wrote, "Our next level of support will continue working on your case to expedite the activation. Expect an email from us within 24 hours."Is there anything that the BBB can do to resolve this issue for me? I have paid for the phone and service, and I still do not have cell service or a way to port my number to another carrier.Thank you,***** ****

  Customer Answer

  Date: 10/29/2024

  On October 25th, this was resolved. I have a working cell phone and service through Visible.
  
  Thank you,
  *****
  

• Initial Complaint

  Date:10/12/2024

  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.

  On Sept. 24, I activated my Apple Watch with Visible for a prorated amount of $8 for line number **********. The activation went well, but I ran into a different issue with my watch that required a reset, so I removed the plan from the watch. With Visible advertising that switching devices and eSIMs is simple, I didnt think twice about removing the plan. However, when trying to reactivate the watch, I ran into an error on Visibles site and as of Oct. 11, I still havent been able to reactivate. Visible support has been really caring and attentive, but I just really wanted the watch to work and they havent been able to get it to work I tried everything on my end, even returning the original watch and buying a new one from ***** to ensure the issue wasnt my device, but Im still unable to reactivate. At some points, Ive encountered an error message saying Something isnt quite right which Visible has been able to fix. However, the issue is that after that error is fixed, I get to a page that says ****************** Continue but when I press Continue, the setup exits and nothing happens. The case has been escalated multiple times, and I always get an email saying a resolution will be provided within ***** hours, but the resolutions havent worked. The latest email sent instructions to get me to the Device Added page (the page with the issue) which means that it seems they dont understand the issue. I really wanted to reactivate because the service is great when it works. in fact, its working great on my phone so far. And the price is unbeatable. I suspect that, when my billing cycle ends on Oct. 16, Ill be able to add the watch again as it will go through the same initial process. However, its been frustrating to have to wait for almost 3 weeks now (and a little longer if I wait until the end of the billing cycle) to reaccess a service I paid for and that is advertised.

  Business Response

  Date: 10/18/2024

  Please see our attached response to the BBB portal. 

  Business Response

  Date: 10/18/2024

  Please see our attached response to the BBB portal. 

  Customer Answer

  Date: 10/29/2024

  Hi, case number ******** was resolved. The resolution wasnt ideal as it required waiting until the next billing cycle because of a clear bug they just didnt even understand, but at least they refunded the portion I couldnt use.  
  
  
  
  Thanks,
  ******
  

  
  

  Customer Answer

  Date: 10/29/2024

  Hi, case number ******** was resolved. The resolution wasnt ideal as it required waiting until the next billing cycle because of a clear bug they just didnt even understand, but at least they refunded the portion I couldnt use.  
  
  
  
  Thanks,
  ******
  

  
  

• Initial Complaint

  Date:10/10/2024

  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 chatted with multiple visible agents after the release of iPhone 16 to see if Canadian purchased iPhone would be compatible with their network and all the agents said yes it would. I was trying to set up **** after the purchase in ****** and returned to the states finding imei was unavailable, two agents said they requested the addition of the **** but the last agent finally said no it is not compatible and never did anyone requested the addition and escalated it. They refused to refund me for the service that I paid, only for a "courtesy refund" for a 5 dollar global pass.

  Business Response

  Date: 10/18/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was without service for a month. I did an update ans couldn't get service. I was told once the service was resolved, i wiuod get a refund. I had to switch accounts and emails as well as buy another phone bc my ohone no lomger worked on their network even though I was told it would. I was given the run around for months and never recieved my $25 credit. Would like $25 refunded to me.

  Business Response

  Date: 10/18/2024

  Please see our attached response to the BBB portal. 

• Initial Complaint

  Date:10/03/2024

  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.

  a few days prior to 10/1/24, received an email that my bill was coming due, i attempted to log in via the app & received an error message. it said: "There's been an issue with your account or information. Please contact care." i contacted visible via chat and i went through all their "troubleshooting" which meant changing the password, trying the website, reinstalling the app & using a different browser (none worked. got the same message). I did this twice w/2 different ***** the 1st hung up mid service (he actually called me to try to resolve the issue). i spoke to a 3rd *** ****** gave me a case# ******** because they were escalating my issue. they said my account had been restricted. why? they didnt know or wouldnt tell. i contacted visible via chat about 2 days later to check the status of the issue (i still couldnt get in). i was told by this *** that the case number referenced was closed out because it was a password reset issue. obviously this isnt a password issue. i told the agent im not paying for service if i cannot access the account (nor could i because the only way to pay is by accessing the website). so i told the agent since they are at this point withholding access without explanation to close my account. i received an email about ****** later confirming the close (they worked amazingly fast there but not to fix my issue), i started new service with a new carrier. in order to use my old number i need a port out pin & my account number (and im assuming that my balance has to be paid off). i contacted visible chat again. this *** tells me i can only get a pin by logging into my account (the same account which they originally locked me out of). also i have to pay to reinstate the account in order to get the access to get the pin. so they are holding my number for ****** in this circular game theyre playing. deny access to the customers account so the customer not only cant pay the bill, they also cant port out their number if they cancel sevice.

  Business Response

  Date: 10/11/2024

  Please see our attached response to the BBB complaint received.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22378135
  
  i have attached both the email from ******* & my response. The matter is not resolved until I have received the necessary info to port out my number (or access to my account to obtain said info).
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 11/04/2024

  Please see our attached response to the BBB rebuttal. 

  Customer Answer

  Date: 11/04/2024

   
  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:10/03/2024

  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've ported to **** for better coverage and both **** and ******* port center said the port has been completed as of yesterday.However, my visible line is still active and it is causing ******* customers to route to my old phone.

  Business Response

  Date: 10/11/2024

  Pleases see the attached response to the received BBB complaint.

• Initial Complaint

  Date:10/02/2024

  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 16, white titanium, 512 GB, for my daughter. The package was delivered without my signature, delivered earlier than expected, and the phone appears to have been stolen from the ****** the shipper of the package, Visible should have bricked the stolen iPhone 16 pro and shipped me a new replacement phone, filing a claim themselves with **** Instead, they told me since it was showing from *** as having been delivered, it was up to me to file a claim. I am now out the phone, they have my $1387.85, and I have no idea what to expect from ***, how long the process takes, or when I can expect resolution.This is unacceptable. I was taking this phone to my daughter at college because hers is having trouble, but she is a student, and didnt qualify for the credit to buy a new phone.We have been loyal business customers of ******************** for years despite frequent lack of connectivity and SOS instead of LTE or 5G, but I will now be telling everyone to stay away from this company due to terrible customer **********************.

  Business Response

  Date: 10/11/2024

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:10/02/2024

  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 purchase a phone from them, realized an hour later I didn't want it so I called and cancelled the order. The *** thread shows it had shipped but then intercepted and returned to Visible and was signed for at the warehouse. I had used Affirm for the loan, and according to Visible they need to "scan" it in before they can cancel the loan at ******. It has been almost a month since they have had the phone in their possession. I have spent hours (on work time) on the chat (they have no phone lines) trying to get this resolved and have the loan cancelled and it STILL has not been taken care of. I also filed a complaint with ****** letting them know the phone was never delivered and thankfully no payments are due while they're investigating. I just want this resolved so I can move my cell service somewhere else.

  Business Response

  Date: 10/11/2024

  Please see our attached response to the BBB complaint received. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22368836
  
  I am rejecting this response because:  There is no resolution that was offered, only that they "opened a file to investigate"
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 10/22/2024

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 10/29/2024

   
  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,
  
  **** **********