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:10/19/2022

  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 ordered an iPhone 14 Pro 256 GB from Visible.com on 10/09/2022. Visible used ***** Overnight to deliver a box to my home. My husband signed package. Later, I found out this is an empty box. There is only tissue paper inside. There is no phone, no phone box, no package list, no sim card, no invoice. The box itself is not very solid and the seal/tape is of low quality, which gives people chance to tamper it. I contact Visible C/S, which was an another painful experience. Visible asked me to send photos of the box to them, report the issue to my local police department, and send the formal police report to them. I did all these following Visible' s request. Visible even admitted the device was lost during the shipping process and they said they have already blacklisted the device. Still, ******************** refused to give me a refund or replacement, without any reason or explanation.

  Business Response

  Date: 10/29/2022

  Response attached

  Customer Answer

  Date: 10/29/2022

  Better Business Bureau:

  This case can be closed. My ******************* helped me get refund from Visible. Visible was not helpful at all. In fact, Visible chose the worst way to handle the incident. If Visible sent me a replacement phone, I would activate the service and become a Visible customer and start bringing revenue to ********************. Now, ******************** still lost $1100+ (if they did send out the phone instead of an empty box), and also lost a customer. 

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

• Initial Complaint

  Date:10/19/2022

  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 switched my carrier from ******** to Visible this February because there was a promotion saying that I'm eligible to get $200 gift card for porting-in after 3 times full payment (expected in May). However, I didn't receive it as what was promised in May.Recently, I got time and reached out to Visible customer **********************, asking them about this issue. They consistently asked me to provide a "proof" showing my previous ******** account bill. Since I can no longer login to my ******** account after porting-out, I didn't have access to download my previous bill directly. So I provided all documents related to the information requested by Visible, which included: bank spending report showing my payment to ******** (with my full name and email address on it), and email from ******** in February confirming my account was cancelled (with my name, email address, phone number, ******** account number on it).With all these documents provided by me, Visible still insisted that they cannot proceed with my case, and a bill from the older carrier is required. I file this complaint is because:1) the documents I provided to Visible altogether did contain all information they want to know from a previous bill, thus their rejection was unacceptable for me; 2) it is unreasonable to request these information from customer at this time. ******************** should have records for every customer porting-in. And also, they should verify all information they want to know at the time of my switching back in February, not now, which is more than half a year later.Does that mean if I didn't reach out to them, then they would automatically ignore giving me the promotion that I should already receive a long time before? Is this what Visible did to all the other customers?Thank you so much for providing such a place to take consumers' complaints and get our back, and thanks for taking your time reading all these words. Any support or suggestion from you would be appreciated.

  Business Response

  Date: 11/04/2022

  Response attached

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18231059
  
  First of all, I really appreciate BBBs efforts in taking care of my complaint and bringing it to Visibles attention. No matter how, this time Visible was able to confirm my port-in on February 3,2022 from their side, rather than keeping asking me for documentation to prove myself.
  
  However, I still decided to reject this response because:
  
  Although the current promo on Visible website is $200 gift card only for select device purchase, not for bring-your-own-device (BYOD), there was a special $200 gift card promo for BYOD in the beginning of February. I attached a screenshot that I took that time of this special promo, and detailed information can also be found on this website:https://imgur.com/pY1On4T.
  
  If I remembered it correctly, $200 promo for BYOD only lasted for a couple of days on Visible website in February, so even some new reps at Visible are unaware of it. I totally understand this, but what I am infuriated by is that when we customers get to Visible customer ********************** regarding this issue, Visible tends to blindly deny the promo without any in-depth investigation. Asking proof of porting-in from customers and putting obstacles on our ways to get the promised promo isnt a right way to do business. And as what I noticed, Im not the only one in this situation. Lots of discussion taken place on Reddit, and you may want to take care of it because I believe this will really affect a companys reputation in a long term. And I sincerely hope Visible can be a one to go further beyond in the future.
  
  For all reasons listed above and given the fact that I did joined Visible during that promotion time in February, I insist for the promised $200 gift card, rather than a $50 one.
  
  Thanking again for you time taking care of this matter.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 11/21/2022

  The member does not qualify for a $200 promotion and, as attached to the initial complaint, the member signed up for the $50.00 promotion which was linked to the account. Visible has thoroughly investigated the issue and no further action or promotion will be provided.

  Customer Answer

  Date: 12/04/2022

  
  

  Complaint: 18231059
  
  With such an uncompromising reply from Visible, I knew my further rebuttal will not change the result, but there is still something I want to say.
  
  I attached a screenshot before as evidence of the $200 promotion for BYOD (bring-your-own-device) to Visible in the beginning of February. And as what mentioned in the reply to my initial complaint, Visible did admit my porting-in from ******** on February 3, 2022. Therefore I didnt see a rational reason of why Im not qualified for it. Actually, I even had a live chat with a customer ********************** rep. on ******************** website to confirm this special promo before I decided to join them. And this is also why the word of not qualify in Visibles reply will never make sense to me.
  
  However, it is okay if Visible insisted ignoring complaints from customers and retrieving their own promised words. As what I noticed, Im not the only one with this issue; it is for your good if you care about customers reviews. Whether I can get the promised promo is really not that matter now, but I hope what I experienced can been seen by the public. People have fair judgements.
  
  Thank you and best wishes,
  
  ******

  Business Response

  Date: 12/09/2022

  Please attached the screenshot where the member choose the $50 gift card promotion. As shown on the screenshot the $50 gift card was emailed to the member. There is no promtion on the account for $200.00. Visible will not honor the promotion as it was not chosen by the member. Visible has thoroughly investigated the issue and no further action or promotion will be provided.

• Initial Complaint

  Date:10/19/2022

  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 signed up for their phone service for me and purchased a phone and signed up for a 15 day free trial with the phone for my spouse. I requested my current phone number be ported over with the new service. Visible kept saying there was an error with my zip code. This went on for a day and I contacted customer **********************. There is no phone number for customer **********************. You have to sign in on visible website and get in line. You refresh the page every ten minutes or you are disconnected and have to start all over. They agreed to cancel my service plan due to the error. I also requested my money back for the phone i purchased. The phone was immediately returned to the *** store and was accepted at their warehouse. I talked to Visible numerous times about not getting a refund and kept getting different people on there. Everyone kept making excuses for my refund. One even told me that they put my refund in a "wallet" I told them I had no idea what that was and told them that no refund was being shown in my bank account. I even took a screenshot of my account where they took the money out for service and the phone but there was no refund. I finally went to my bank and showed them all of the screenshots of all my conversations with Visible. I also made my bank aware of my debit card being with Visible and there was no way to remove it. They issued a new debit card and put a dispute on my account for the money they took out which was $211.20 for the phone and $30 for the service. After looking at some of my screenshots of our conversations, the bank said that should be considered fraud. This started Oct. 4th so my bank put the money back into my account today. Still nothing from Visible about any refunds. These people should not be in business, They take your money and there is no way to contact a human at their company to try and rectify any problems. Everything with them is a dead end. It still shows that I owe them money on their website, stating I have service with them.

  Business Response

  Date: 11/03/2022

  Response attached

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18243394
  
  I am rejecting this response because: My bank put the money that i requested to be refunded by visible back into my account until they could get a response from this company. So far, the account is still in dispute. It is almost impossible to get a response from this company so I`m sure my bank will have the same issues as I have had. As of today, they are still saying that I owe money for service. They have not acknowledged that the phone I bought has been returned. I sent the new phone back immediately via **** I got a receipt which showed that the phone was received to the warehouse at Visible. They have not confirmed this and have made no attempt to contact me to let me know that it was received. Everytime I have talked to Visible they tell me the same thing about giving me my credit on my card for the service I cancelled. They state that they are not able to give me credit on my debit card that it will be a credit on my next bill, allowing a free month. I kept asking how that works when I do not have service with them? I spent a week trying to get this resolved with them but every customer ********************** rep told me the same thing about giving a credit on my next months bill. I do not have service with them so the right thing to do would give me credit on my debit card. I also had to get a new debit card from my bank due to Visible having access to it and leaving you no way to take out your debit information on their website. If they had attempted to give me a credit for service and the phone, they would have known this, which tells me they had no intention of refunding anything. They had plenty of time to refund my money as everything was done immediately after I found out that there was an error. The phone was also immediately sent back and receipt was never acknowledged. This is a sketchy company and I was just trying to save myself $20 on my bill by changing from my carrier to theirs. I really hope people will read my complaint and not consider this carrier.
  
  Sincerely,
  
  

  Business Response

  Date: 11/10/2022

  Visible is sorry that you feel that way however, due to the charge dispute with your bank no refund will be provided and currently your account is in a lapsed/suspended status and will terminate shortly. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  
  

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18243394
  
  I am rejecting this response because: This business continues to state that the $30 refund will give me a free month where I wont have to pay for that month. They do not issue money refunds. I do not have service with them. I cancelled the same day I signed up due to an error on their part. I purchased a phone which I could not use so I didnt open the box when I received it. I returned it by *** as instructed by Visible. They never acknowledged that they received the phone even though I had proof from *** that they received it back in their warehouse the same day. I took a screenshot of every conversation and showed it to my bank who then issued me a new debit card and put in a dispute. My bank is now having to go after visible for their money that they issued me in the dispute. I spoke with the card services yesterday and they are going after them for the money. I have copies of the conversations between me and visible that I will be providing them with. This company does fraudulent business and should not be allowed to continue. They are not only fraudulent but deceptive. Ive never dealt with anyone like this. I feel bad that my bank is now going to have to try and get their money from them. Its going to be such a mess.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/30/2022

  After reviewing the account the only payment made by the member that posted on October 8, ************************************************************ the account lapsing since no payment was applied to the account by the member. Visible did apply a credit of $30.00 however, the system will not apply the credit to the account unless the member makes a payment. 

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18243394
  
  I am rejecting this response because: the company said they did not owe me a credit of $30. Now they are telling you the correct information that a credit cant be given because I dont have service with them.  I do not have service with them and they told me the $30 credit would be shown on my account with my first months bill with them, which I do not have. They have never acknowledged receiving a new phone I purchased with them. When they found out that all of the conversations were given to my bank and had it disputed, thats when the said they couldnt refund my money because my bank disputed it and put the money in my bank account. I spoke with a manager at card services and explained all that had happened with this company and they found fault in them and closed my case at the bank. They are now going after this company for the money that was due me. I have offered the bank all of my conversations with these people that I had printed out. They all show how deceitful this company is.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/19/2022

  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 ordered a phone from Visible on 9/21 and it was immediately sent back to the warehouse because of a wrong address. I had it sent to my sister's home in *********, ** because I was staying there for a week, but they were still unable to deliver. Visible have received and been in possession of my purchase since 9/27. I was told I would have a refund by October 18th. This time has passed. I ordered my purchase with affirm payments, they have not been notified of a refund. My first payment is due in 3 days for a phone I never had. I want my refund processed now.

  Business Response

  Date: 11/04/2022

  Response attached

• Initial Complaint

  Date:10/18/2022

  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 a new Iphone 14 Pro *** from Visible on Sept. 16, 2022 total $1,297.93 with order number #********. I was able to used for a few day but phone won't activated after I updated the iOS. I contacted Visible support at least four times but Visible and Apple was not able to fix the issue. I contacted Visible for return of the bad iPhone and bought another iPhone 14 Pro *** from visible with order Order #********. Visible email me a *** return label and I return it with tracking number 1Z114R8Y9099149001. *** tracking show that it was delivered on 09/26/2022.I contacted Visible on Oct 15, 2022 about my refund. I got a final respond from Visible saying that Visible will not refund for the phone I returned. I contacted Visible on 10/18/2022 and chatted with an agent "Herrol". ****** informed me that "Correct, the tracking details show that [Iphone] was delivered, but under further investigation, it appears that the device ahs not been received." ****** could not do anything because it was from a high tier team. I could not file a complain toward *** because *** deliver the the product. Visible lost my phone and would not issue my a refund of $1,297.93 for the Iphone.

  Business Response

  Date: 10/29/2022

  Response attached

  Customer Answer

  Date: 11/09/2022

  Visible did not resolve my issues on case #********.  Accord for the Visible response that BBB forward to me, Visible said the refund was charges back to my credit card.  
  
  When I contact my credit card, they said that Visible rejected my refund claim.  So Visible has not refund me as they has promised.
  

  
  

  Business Response

  Date: 11/17/2022

  This charge was disputed and refunded to the member by the credit card merchant. Visible will not issue a refund due to the chargeback. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  
  

  Customer Answer

  Date: 11/29/2022

   
  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:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The visible company refused to unlock my iPhone se3 purchased from them after 60days. They have unlock policy saying every phone purchased from them will be unlocked 60 days after activation. I have paid 3 months' bills but they still refused to unlock my phone.

  Business Response

  Date: 10/28/2022

  Response attached

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18243742
  
  I am rejecting this response because:

  The unlock policy posted on the website is misleading and a total fraud!
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/18/2022

  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 ordered an iPhone 14 Pro *** from Visible on Friday, September 16. After discovering I could order one from Apple directly and pick it up the next day, I purchased one from Apple. The other deciding factor was that I could easily trade my last phone directly to Apple. So I returned the device, unopened, in the same box that Visible sent me with the return label they provided. It's been 23 days since I've been getting the runaround, and Visible is known for terrible customer **********************, which has caused $1,282.93 of my money to be held up. I've contacted support numerous times and was told that my refund was being processed, and it has not. Order Order #******** Return Tracking ******* ****** 1Z114R8Y9098603575

  Business Response

  Date: 10/31/2022

  Response attached

• Initial Complaint

  Date:10/18/2022

  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 initiated the sign up process with Visible wireless on their website. I was in the process of porting a phone number over but needed to provide an "account number" for the current carrier which had me contact the carrier. In my discussion with the agent at the current carrier, we determined that we just needed a different type of SIM card to improve the service with the phone. I agreed to continue with our current carrier to give the new sim card a try and see if that solved the coverage issue. I then (same day) contacted Visible and told them to cancel the porting over and service because I was going to stay with my current carrier at the moment. They in process, charged my CC $30 for service I never used. But what is the most excruciating part of this is that the ONLY way to communicate with this "telecommunications" company is through their "chat." I have now spent (no exaggeration) 15 + hours of my life trying to get my $30 back. After I began to see a pattern with how long it takes to "chat" with their company, I started taking screen shots on my phone to time stamp these interactions. Two days ago, it took 1 hour "inline" to get into the queue where you then start at #** and wait another 1+ hour and then when you do get to chat with an agent, they can't really help you. I asked that this be elevated to a supervisor and all they could do was refer it to the billing department. I was informed that I needed to cancel within the first 24 hours, which I did, and yet the email said my request for a refund was denied. I have attempted to "chat" at all hours of the day and night but this does not make any difference in the wait time. What should be solved with a simple chat or phone call in 20 mins or less has now taken way too much of my life. But I continue to try to get my money back because this is based on principle, I did not use their service (as my line was still active with my previous carrier) and I let them know right away. BEWARE !!!

  Business Response

  Date: 10/27/2022

  Thank you for referring the complaint by *********************** to Visible for review. We appreciate this matter being brought to our attention. As of today there are no records listed in the system for this customer for ******************** to further investigate. If the member can provide us with the email provided when signing up for Visible services, that would be great. 
  

• Initial Complaint

  Date:10/18/2022

  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.

  Visible advertised a very clear promotion offering a $300 rebate gift card for bringing your own phone ******* pixel 6a) to their wireless network. I checked the fine print and 100% qualified. I took screenshots of the advertisement on their website along with all of the language that promised a $300 rebate. When I contacted customer ********************** the customer ********************** representative acknowledged that they were advertising the rebate, that I qualified for the rebate under the terms they were advertising, but that the rebate was advertised 'due to a glitch' that they were trying to work out. It should have read that you had to purchase a phone through Visible to qualify for the rebate. It didn't say this though, and customer ********************** told me that because it was an error on their part that they weren't going to honor the terms.This is literally false advertising. They advertised something which got me to change service providers, and then refused to honor the terms of their advertisement because they 'had a glitch'. I'm calling scam on this. I've contacted some legal teams but nobody seems willing to take them on.

  Business Response

  Date: 10/27/2022

  Response attached

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18238430
  
  I am rejecting this response because: I am rejecting this response because: The terms that they responded with are not the terms that were advertised. I have provided ample proof of their false advertisement in the form of screenshots directly from the Visible website, and customer ********************** conversations in which the customer ********************** member verifies the claim that I am making. The terms of service that were being advertised are different than the terms that my claim is being evaluated against in this response. I will attach all of this information again with highlights to show exactly what I am talking about.
  
  Visible is outright lying about the terms of service advertised to which I have provided concrete and indisputable proof. The fact that I have to even do this repeatedly is extremely frustrating and shows clear contempt on the behalf of Visible customer **********************. It seems likely from the way that they are engaging in this process that their hope is that if they make the process difficult enough I will just stop trying. This isn't the case. Visible has engaged in illegal false advertisement and should be held accountable for their actions.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/03/2022

  Visible has thoroughly investigated the issue and no further action or gift card will be provided.

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18238430
  
  I am rejecting this response because:

   

  Visible has done nothing to dispute the evidence that I have provided. They continue to advertise misleading 'deals' even now. They are at this very moment displaying offers for $300 gift cards for bringing your own pixel 7 or pixel 7 pro to their service and they clearly have no intention of honoring these deals. Visible is running a false advertising scam illegally and they do not care because they stand to make more money than they would be fined. I have reported them to the ******** attorney general. This is an excellent example of how the laws in our country are broken, because Visible is able to lie, get caught, and then refuse to do anything about it without penalty. This is a giant company and this scam is being perpetrated against the entire US without consequence. Who holds these people accountable? I don't care about the gift card anymore, I want Visible not to stop falsely advertising with impunity.

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

  Customer Answer

  Date: 11/15/2022

  Hi guys, I wasn't able to attach this is information to my message, but I have proof that Visible is continuing to falsely advertise $250 gift cards promising to pay them to anyone who brings their own device. What ********************** is doing is illegal and it's wrong that they are just allowed to continue. I've attached a screenshot of the terms of their offer that is being advertised at this very moment. It clearly offers a $250 giftcard to anyone who purchases from Visible OR brings their own phone. This can't be allowed to continue.

• Initial Complaint

  Date:10/18/2022

  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.

  - October 3rd, 2022 - $45 - Unlimited Talk, Text and Data, 5G service, 24/7 Customer ********************** - I paid ******************** $45 for Unlimited 5G Data for 1 month. I work from home and was told from a friend who lives next door, and also works from home, that visible was cheap and worked well. From the moment I bought visible I had no service in my home since October 3rd, additionally if I did have service anywhere I could not receive calls as it would go straight to voicemail. I spoke with customer ********************** and they made me do 1+ hours of trouble shooting and nothing worked. I was told that I would receive a call within the next couple of days. 2 weeks went by with no call, I made a new chat, explained my situation, and they told me my case was not escalated and no call attempts were made. I again requested to speak to someone on the phone about my problem, I was promised I would be called within 1-2 hours. I made it clear that if no one called me my next inquiry would be about a refund. I was called by visible but they let the phone ring once and they immediately hung up. So I made another chat with visible and asked for the refund. They attempted to apologize and would not tell me the refund policy, to instead let them try to fix the problem, but I asked for the refund again. I was told that I could not get a refund because they claimed I had used the plan. I did have service when I was outside with my friends, but I could not receive any phone calls, I also had no service and could not receive calls while home. I rarely had any service with visible and could not receive calls. My mother is sick and I missed MANY of her calls. I did not get the service I was promised as about 90% of any calls made to me were immediately sent straight to voicemail, and I did not have service in my home and many other places in ***. -Order #********

  Business Response

  Date: 10/27/2022

  Response attached

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18238198
  
  I am rejecting this response because: I had visible for 3 weeks with no service, I also waited 3 weeks for an initial response from customer support and did not get any. I spoke with customer support again waiting for a call and did not get one. In your denial to refund me you did not mention why customer support never helped me besides telling me to reset my phone. There was no troubleshooting done from visible as I waited 3 weeks and got no callbacks. Its my phone and I need it for work so I had to switch. I did not get the product I paid for therefor I left visible. I also gave them 3 entire weeks to help and they never called me. If this is  your policy than your policy is flawed or you did not properly read my response so I will reiterate; I bought visible, I had no service and could not receive calls, I contacted Visible for help, they told me to reset my phone multiple times and gave me a new sim and this did not work, I waited 3 weeks for a response with how to fix my problem, and did not get it, I contacted visible again and they could not fix my problem so I was promised a call back that same day. I did not receive my call back so I spoke with visible one last time to ask to speak to someone, again No one could speak to me. I gave visible 3 chances within 1 month to assist me and give me the product I paid for and they could not do so, so I left Visible and now seek a refund. 
  
  Sincerely,
  
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