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:02/27/2025

  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 bought a phone from Visible and the warranty through ********. I went to file a claim on Feb 13th and assurant couldn't find my warranty. I had to email them and they told me that Visible cancelled my contract and never told me nor refunded my money. I have reached out to Visible on multiple occasions but get nothing but. a run around. I told them my phone died yet they tried to call me on my cell that doesn't work. I want my old phone replaced per the warranty I have in my hands. I. have all the document's.

  Business Response

  Date: 03/12/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23000766
  
  I am rejecting this response because:
  I am rejecting the response because Visible is telling stories to put it politely.  I tried to file a complaint on Feb 14th but according to Assurant my contract was canceled by Visible with no explanation at all.  See below
  ------------------- Original Message -------------------
  From: *****************************************************************************<*****************************************************************************>;
  Received: Fri Feb 14 2025 18:53:30 GMT-0500 **************************************************************************************************************************************************************************************************************************************** Services Online Inquiry - VISIBLE Protection Plan
  Name ****** *********
  
  Email Address ***********************
  
  Claim Number ********
  
  Mobile Phone Number **********
  
  How can we help you? I cant make a claim and I have the Visible Protect Original phone number was ************ new ESIM then it is ************ IMEI352184997091570
  
  I HAVE ALL ORIGINAL EMAILS!
  
  Hello ******,
  Thank you for reaching out to Assurant.  You have no active coverage under the phone number ************.
  Our records indicate that on the line ************ your coverage was canceled on 09/04/2024 and never reinstated. I do see the document with the proof of coverage. Please contact visible and let them know to update their system, because they have you in the system with no coverage under the new line, It's not showing up at all. Once updated inquire how long would it take to reflect in our system so that were are able to see it. Then you would be able to make a claim over the phone or on our webiste.  ************ or ********************************************************
  
  ******,
  Assurant Mobile Services
  
  So now this falls on VISIBLE which jerked me around for over a month now.  I informed VISIBLE immediately as to what was happening on Feb 14th and it was not later as stated in this bogus letter by *****.  I have contacted VISIBLE almost daily on this matter.  Now they are telling me that Assurant has claimed that I must make a claim with Apple to get my phone fixed.  I dont have the warranty with ***** I bought the insurance through Assurant and VISIBLE is lying.  I have tried to go into the account to file a claim but I cant because visible has canceled the contract.  I did send the device to apple and they have returned it because it has water damage.  The big lie is I have the contract and nowhere does it state that I must use ********* for the first year.  Visible and Assurant are colluding against me not to cover the phone to get it repaired.  I have all emails, all receipts all warranty documents and coverage.  They are lying through their teeth.  This matter is not resolved and they are just a bunch of rip off artists.  I even email ***** again with all the documentation about this case two days ago.
  See below.
  
  You all owe me a new phone. ***** wont service it because it has water damage. I want a new phone or I am suing you. 
  
  Assurant Mobile Services Online Inquiry - VISIBLE Protection Plan EMS:08990000496
  
  
  
  
  
  Hello ******,
  Thank you for reaching out to Assurant.  You have no active coverage under the phone number ************.
  Our records indicate that on the line ************  your9746 your covergecoverage was canceled on 09/04/2024 and never reinstated. I do see the document with the proof of coverage. Please contact visible and let them know to update their system, because they have you in the system with no coverage under the new line, It's not showing up at all. Once updated inquire how long would it take to reflect in our system so that were are able to see it. Then you would be able to make a claim over the phone or on our webiste.  ************ or ********************************************************
  
  ******,
  Assurant Mobile Services
  
  I cant file a claim the website wont let me. I just tried for the 50th time tonight. It doesnt recognize my ***************
  
  
  
  
  
  
  How are visible and Assurant going to solve this as you both are pointing fingers at each other. 
  
  I WANT MY NEW PHONE!
  Apple Support
  
  Model: IPHONE 13
  Repair ID: **********
  
  Our technicians inspected your device and found issues that are ineligible for service. They determined that your device has been damaged or modified in such a way that is not covered by the ************* Warranty, an AppleCare service plan, or an Apple service program. 
  
  Tracking number: UPS 1ZA3F0541318520198
  (active within 24 hours) 
  
  Shipping address: 
  *************************************
  ****************************-4827
  *************
  
  Best,
  
  
  ***** *********, Jr. 
  ************
  
  Sent from my iPhone
  
  
  
  On Mar 12, 2025, at 4:52?PM, Visible Exec Relations . <************************************************************> wrote:
  
  Hello ****** *********, 
  
  We apologize for the inconvenience. However, Assurant was reviewing your previous claim and unfortunately didn't find any. They've sent us their phone number so you can contact them. If you find any errors while completing your claim, we can help you by reporting it.
  
  Thank you for your understanding. 
  
  On Wed, Mar 12, 2025 at 4:47?PM ***** ***************************************************** wrote:
  Actually, you all stated you were going to file the claim for me. So one month and you guys have not solved the problem. Horrible just horrible. I will be canceling all my accounts with you and filing another complaint with the BBB against you and Assurant. You guys suck!  Took my money and my insurance money I paid and wont take care of the customer. 
  
  
  Best,
  
  
  ***** *********, Jr. 
  ************
  
  Sent from my iPhone
  
  
  
  On Mar 12, 2025, at 3:34?PM, Visible Exec Relations . <************************************************************> wrote:
  
  Hello ****** *********, 
  
  We appreciate your patience while we complete our investigation.
  
  We received an update on your case. ******** informed us that a claim was never filed on your account. As a solution, they suggested you call ********** or chat online at **************************************************** start the process.
  
  After completing this request, please let us know if you have any issues so we can report them.
  
  Thank you in advance for your cooperation. 
  
  This is the response from ***** below and she is lying.
  
  Hello ****** *********, 
  
  We appreciate all the information provided. Our internal team is working to complete all updates.
  
  We will inform you as soon as we receive any updates.
  
  Best Regards, 
  
   Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/27/2025

  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 activated my iPhone 13 over 60 days ago, and as per your unlocking requirements it should be unlocked now. I have 4 iPhones that I purchased that I activated with service and it still is not unlocked. Customer ********************** is giving me the run around.IMEI numbers: *************** *************** *************** **************** My family is very disappointed that they cannot use their iPhones unlocked despite it being in their policy that they should be unlocked after 60 days post activation.

  Business Response

  Date: 03/16/2025

  Please see  our attached response for the received BBB complaint.

• Initial Complaint

  Date:02/27/2025

  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 visible for all five people in my family and I have one line that is my daughters which we have forgotten her email address she used and can not. Get into it to pay the bill. I finally waited hours to speak with someone which verified my last four of my card my name my address and a bunch more information but I dont know the email which I stated in the first place so he goes on to tell me he cant transfer me to a supervisor because they wont take the call and I cant verify any numbers from the order or email address because I dont know which one it is I got her SIM cards years ago I didnt keep the package I said so what do I do and he gave me no help so I repeated to ask to be escalated but he said he was ending the call and before this I had a chat with the company which they went to tell me no one could help me so what do I do I ask they said I cant do anything it makes no sense if I provide my personal card number and any security questions I basically am told that I have no option by the way he called me on her number not even the number I provided

  Business Response

  Date: 03/12/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:02/21/2025

  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.

  Visible is denying my iPhone 13 unlock request even though I have activated my device, and it has been more than 60 days since activation. Purchase was on 12/06/24 and activation on 12/08/24, and their customer support has verified successful activation of the device. According to their own unlock policy at *******************************************************************: "Any smartphone purchased from Visible will be locked for 60 days from the date the device was activated on the Visible account associated with the purchased device. Once the 60 days are up, your device will be unlocked automatically." Policy does not say anything about actively using the device since activation, but Visible now claims that I need to be actively using the device. This policy states that my iPhone should be unlocked after 60 days from the activation date, regardless being actively used for 60 days or not. This is false advertisement and malpractice. To resolve this, I would like for Visible to unlock my device as soon as possible, or provide me with an unlocked iPhone 13. My info: account #************, order #********, iPhone imei #***************.

  Business Response

  Date: 03/04/2025

  please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 03/06/2025

   
  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. I appreciate the effort from Visible's end to resolve the unlocking issue with haste after the complaint was filed with BBB. Thank you.  
  
  Sincerely,
  
  Md **** ******

• Initial Complaint

  Date:02/21/2025

  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 ordered an iPhone 13 and one-year service from Visible on Dec 2, 2024. Order #******** I activated the service with the iPhone 13 on Dec 3, 2024. I chatted with the agent and was told that once the phone was activated, I could use it or use my old phone, and after 60 days, the iPhone 13 would be unlocked based on the Visible unlock policy (*********************************************************************************). However, it has been more than 60 days, the phone was not unlocked. I chatted with the agent again and was told that I have to use the phone during these 60 days, where nowhere in the policy was this required. The agent kept apologizing for their unclear policy and told me that their backend was working to update the policy, but did not unlock the phone for me. My parent is traveling internationally with the phone and needs to use the phone unlocked.

  Customer Answer

  Date: 03/04/2025

  Hi ******,

   

  I opened the communication window on the BBB website and I copied everything I saw. See below.

  
  MESSAGE FROM BUSINESS:
  
  ************************ has provided its response to this complaint. 

   

  JND's message does not appear. Please provide the message. Thank you.

   

  Ms. ***** ****

• Initial Complaint

  Date:02/20/2025

  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.

  Switched phone service from ******* to Visible Wireless. Purchased a new *************** Galaxy S24 Ultra from Visible in the amount of $1058.94 on 5/18/24. Decided the next day that I wanted to stay with ******** Called Visible and the phone was already on its way - delivered. Told by *** to deny the delivery when it arrives. 5/20/25 phone is delivered. I meet the delivery guy and deny the delivery. Its returned back to Visible. Follow up with Visible on 11/19/24 for a charge I found on my ************* acct. in the amount $1058.94 for the phone I never accepted/received. Called Visible, they stated I need to reach out to ******** and request a charge back since its been over 6mths. **** denied chargeback, over six months and I needed to reach back to Visible. Visible states they have the (returned) phone, but since its been over six months I need to reach back out to *******. Both companies denied the refund/chargeback. I paid for a phone that I never accepted and Visible verified they have the phone. So I was charged for a phone I never accepted and they have it in the warehouse. Please help with the refund for the full amount. I have attached documents that I sent over to ******** for reference. Thank you!

  Business Response

  Date: 03/04/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 03/04/2025

   
  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:02/20/2025

  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 purchased an iPhone 13 from Visible and activated it back on Dec 10, 2024. It was carrier locked to Visible and is supposed to automatically unlocked after 60 days after activation. According to their unlock policy *******************************************************************. On 2/13/25, well over the 60 days the device is still locked. I reached out to Visible customer **********************, on the same date, and now I'm being told that the device has to be continuously used for 60 days to be unlocked. If I don't have the *** card in the phone, then it's not considered being actively used and is not eligible for unlocking it. I'm not satisfied with this answer from customer ********************** because the current policy doesn't clearly state this. When I bring up the policy, the customer ********************** agent states "We have already escalated the Unlocking Policy stated on our website, and they are working hard to update it to avoid confusion." Their currently policy - "Any smartphone purchased from Visible will be locked for 60 days from the date the device was activated on the Visible account associated with the purchased device. " This policy states that my phone should be unlocked after 60 days from the activation date, regardless being actively used for 60 days or not. To resolve this, I would like for Visible to unlock my device as soon as ************* on the account: ******* ****** Account number: ************ Phone number: ************ IMEI1: *************** IMEI2: ***************

  Business Response

  Date: 02/27/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 02/27/2025

   
  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:02/19/2025

  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 2/21, I requested a replacement Apple Series 7 watch that is set to function as a standalone device due to a battery issue. Although this should have taken 5 days, the device was not received until 1/31. I was unable to activate the device in the portal - the replacement device did not show up under my account. After spending 2 hours on the phone being transferred 8 times and given 2 incorrect numbers to call, I went into a store. I spent 2.5 hours in the store just for the store agent to have to call *******. The ******* phone agent put in a ticket and said the device would be activated by 2/5. This device was needed for travel that was to begin on 2/2. I was provided no options and no one seems to care about the inconvenience. Today is 2/9 and the device is still not active. ******* no longer seems to care about customer **********************. I have been treated like trash from ******* for the past year, and am paying for services that cannot be used. I want this watch working, I don't want to go into a store, and I don't want to spend hours on the phone with agents who always pass the **** and do not see things through.

  Business Response

  Date: 02/19/2025

  P.O. Box 10
  ****************-0010
  
  
  February 19, 2025
  
  Better Business Bureau of **********
  **************************************** Rd. Building A, Suite 202
  **************************
  
  RE:  Complainant:
          Complaint Number: 22919776
  
  Dear Ms. **** *.:
  
  Thank you for contacting *************** of Executive Relations regarding ******************* complaint.  In their complaint, received with ******* Wireless. 
  
  Upon further review, weve determined the customers concern should be addressed by our Visible team.  Per BBB guidelines, please forward ******************* complaint to the appropriate ******* Team.
  
  Email:            *************************************************************************************
  Address:        ************ ***************, Floor 2
                       *******************
  Fax:               ************
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  Sincerely,
  
  Mayra 
  Executive Relations Analyst

  Customer Answer

  Date: 02/20/2025

  Hello, thank you. This was resolved, today.

• Initial Complaint

  Date:02/19/2025

  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.

  Signed up for their mobile service and now it does not work when abroad Unable to speak to engineers and get a resolution

  Business Response

  Date: 02/27/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:02/17/2025

  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 December 2024, I switched to Visible and activated my new Visible smartphone using the *** card associated with my account. After using it briefly, I switched the *** card to another phone while continuing to use Visibles service.According to Visibles unlocking policy, any smartphone purchased from them should be automatically unlocked 60 days after activation. Now that more than 60 days have passed, I checked my device and found that it remains locked.I contacted Visible support, and they stated that I must use the Visible *** in the phone for a total of 60 days, which contradicts their published policy. Now, my phone remains locked despite fulfilling the conditions stated in their policy.I request that Visible unlock my phone as per their official unlocking policy.

  Business Response

  Date: 02/27/2025

  Please see our attached response to the received BBB complaint.