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:10/17/2022

  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.

  no cell or data service has cost me missed appointments and possible business. i've waited for customer ********************** multiple times but have received no support that has been meaningful

  Business Response

  Date: 10/27/2022

  Response attached

  Customer Answer

  Date: 10/27/2022

   
  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.
  
  ************************ Song

• Initial Complaint

  Date:10/17/2022

  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.

  Re: Visible Case Number (********): Failure of Visible to activate Cellular Plan on Apple Watch I purchased Visible cellular service for my iPhone and Apple Watch on October 11, 2022. The cellular service for my Apple Watch is a $5/month extra charge where Visible issues an eSIM for my watch so it can be used to make phone calls and send text messages.However, Visible has filed to properly provision a cellular plan (eSIM) to my Apple Watch, and it is not usable. I have contacted Visible support daily since October 11, 2022, in an effort to determine the source of the problem. After confirming with Apple Support that my iPhone and Apple Watch are in 100% perfect working order, it has been determined that the error falls solely on Visible.Visible still has not fixed this problem, and I am unable to use my watch on the Visible network.Please contact Visible and ask them to:1) Provide me with the contact phone number of an escalation support contact who can resolve my account provisioning issue on my Apple Watch. (Note: Visible agreed yesterday to have a support person call me but then never followed through. This is a pattern of Visible support: making promises and not following through).2) Credit my account the $5 for this first month of Apple Watch plan since my Apple Watch remains unusable on the Visible network. Documents attached:1) original order confirmation for Visible service.2) 10/17/22 response from Visible support still asking me to wait for assistance.Thank you.Best,************************************

  Business Response

  Date: 10/27/2022

  Response Attached

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18237702
  
  I am rejecting this response because: Visible next fixed the problem after 3-4 weeks of me contacting their support team over a dozen times.  Therefore, I canceled my service with Visible.
  
  Sincerely,
  
  *************-******

• Initial Complaint

  Date:10/17/2022

  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.

  Order ******** on 10-10-2022. Has yet to answer support questions of activate my phone. Spent ******* dollars on a new phone and absolutely no help from visible

  Business Response

  Date: 10/26/2022

  Response attached

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18237530
  
  I am rejecting this response because:

   

  The issue was still not fixed and I still had no phone service upon porting out my number and moving to a new carrier. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/16/2022

  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 joined Visible in Jan 2022. I bought my 5g phone from Visible at the same time. Now, in the last month, my service doesn't work. When I go online to try to switch to one of their new services, it says my new phone, less than one year old, that I bought from Visible, is not supported. When I go on "chat", which is the only way to communicate with Visible, I've waited one hour ** minutes and 2 hours 12 minutes respectively. Each time, I finally get down to being less than #** in line (1st wait was #6 and 2nd wait was #8) before getting dropped/cut off. I can't even get Visible to tell me what to do next or have a way to cancel my service. Very, very frustrated.

  Business Response

  Date: 10/24/2022

  Response attached

  Customer Answer

  Date: 10/24/2022

   
  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:10/14/2022

  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.

  Phone unlocking policy is 60 days, iPhone is not unlocked after ******************************************************************************************************************************************************* use for the 60 days, but phone unlocking policy page does not say this: https://www.visible.com/help/device-unlocking-policy

  Business Response

  Date: 10/24/2022

  Response attached

• Initial Complaint

  Date:10/14/2022

  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.

  My service started 4-22-2022 Date of last charge of service was 8-14-2022 Service Fee for the Phone Service $40 monthly This service was supposed to provide me with unlimited talk and data and the service never worked for me so I wanted to port my number that I bring to the service back to my original provider and after I told this to visible they froze my account so it would let me in to gain access but then shortly after I would be booted out of my account before I could make any updates on my payments or try to port my number out before they canceled my service completely. I spoke to over a dozen of representatives from their company and they promised they would fix my account so I could pay my service before it was terminated and my business number would be released to the public.. Visible told me there was 6 agents working on my account and to have patience and everything would be resolved correctly so I waited and checked in with them daily to see if there was any updates to my cases and they never had any updates so 2 months went by of me checking in with them and they told me that they ended up terminating my service and they released my business number I owned for 5 years!! I asked them why they would do that when I have over 6 cases open on my account and nobody has helped or even tried to fix my account so I could make my payment on my account so I could port my number out. I asked them why would they make any actions without any resolution or updates and they didn't have a answer for that question and just said they are sorry and they can't do anything about it anymore .My case numbers are # ********, ********, ********, ********, ********, ******** and none of them have any resolutions or updates they gave my number away and now I'm having identity theft issues all over emails and business accounts have been hacked my bank accounts have been robbed and visible doesn't care about any of it and they are part of this scandal and I have plenty of proof!

  Business Response

  Date: 10/28/2022

  Response attached

• Initial Complaint

  Date:10/14/2022

  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 ported my number back into visible wireless on July 28th, 2022. My account with them is ************************ I never had fast data speed usually between 8 am to 10 pm, and the speed is super slow. I reported this issue on September 9, 2022. The visible company tried to solve this issue and wasted lots of time resetting the network and troubleshooting, but they never really resolve it even though they sent me an email saying they fixed the problem. They opened several cases for this issue (reference numbers ********, ********, ********, and ********. I think this is because they are not giving customers the higher priority to have ******* signals, and they sort of admitted that. I requested compensation of $75, which is the amount I paid for these three months at full price. But they tried to avoid providing any, and the agent was saying they cannot provide any compensation before the problem is solved. Finally, I insisted to request compensation, then the team sent me an email saying they are willing to provide a $5 credit to my account on October 10th, 2022. It is unacceptable to me. I did not have the service, why should I pay the full price? Another thing that made me upset is that they did not solve the problem and try not to provide me compensation even after I requested it, and keep charging me full-price plan fees. I gave up trying to fix the problem and will transfer to another phone plan provider. Could BBB help me to get a $75 refund as compensation for not having the normal data speed during the period that I'm using the visible wireless phone plan? Thank you!

  Business Response

  Date: 10/24/2022

  Response attached

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18195417
  
  I am rejecting this response because:

  1. visible was laying about the hours of slow data (sometimes I cannot perform their official speed test because of super slow date), the hours are from 8 am to 10 pm approximately. I may use a lot of data after 10 pm, but that does not mean I give up requesting my compensation. Everyone, including visible staff, does not want to pay for the phone plan only for sleeping time (10 pm - 8 am). Because I used the service, I'm not eligible for a refund. I don't buy it. Visible never provide me the full service that they should be and charged me for. 

  2. This is not about certain areas, it's about the whole city. I had same problem when I was in TX before. Both of *********, **, and ******, ** (currently I'm living) have this slow data problem. I have provided several places through those three cities that I had experienced slow data during the daytime, and they knew this is because visible does not have the priority to use ******* network, and this is not the problem I cause, instead, Visible itself. When I was contacting them, they asked me to do several times of troubleshooting and wasting lots of my time to get nothing fixed with their emails that saying they have already solved the problem. They need to pay for their bad customer ********************** and poor plan service. (I did not plan to request refund, but their poor customer ********************** and keep trying to say the problem is because of customer's device instead ********************'s service, then I decided to request the refund) 

  3. I don't need the credit because I'm gonna change to other provider, I cannot bear Visible anymore.  

  Thank you!

  
  Sincerely,
  
  ********

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Visible as my phone provider and also pay for the insurance should something happen to my phone. In Sept. 2020, I filed a claim and received a new phone. Visible did not update this new phone on my account, despite it being reported. Therefore, when I filed another claim for a dropped/broken phone in August 2022, they reported that the device was not protected, and the claim was denied, though my insurance payments have continued to be accepted.They are very difficult to contact: you can tweet them, ******** message them, or live chat. They have a phone number that goes to a recorded message only (you cannot leave a message), and if they email you, you cannot respond to the email. I have messaged multiple times and requested a callback, but they continually give me instructions on how to update my account, but will not talk to me about paying insurance and needing a claim approved. Each response is painfully slow, and they have promised a callback, but cannot tell me an estimate of when this callback will come. Currently there is "no timeframe" for when I will be called. Additionally, the insurance company (Assurant) has reported to me that they were also unable to reach Visible, so the claim that was projected to take 2-3 business days took over a month and a half (submitted on 8/27/22, denied on 10/11/22).I am including documents of my most recent chat with Visible, 2 documents showing the claim in 2020 where the new device was received/reported to Visible, proof of my payments going towards insurance coverage, and an email from Visible that does not answer the questions I am asking Since they have been accepting payments on insurance each month, I would appreciate a replacement phone (unlocked by the carrier as I do not wish to return to them). While not as preferred, I would also consider it fair if they chose to refund all of my insurance payments ($8/month since 9/20 = $208), and make this not in credits to their business as I dont wish to return.

  Business Response

  Date: 10/31/2022

  Response attached

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18223190
  
  I am rejecting this response because: Visible has repeatedly informed me that the issue is NOT fixed. I have attached their most recent email, sent yesterday stating that they are still working on things. I get this exact same email daily. However, they will not give an ETA on when things will be fixed, and have declined to tell me what the issue is that is keeping them from closing the ticket, or even the issue they identified.

   

  I have also reached out to Assurant who has informed me that they are not replacing the device at this time. This email is also attached. Additionally, the current device is still not showing on my account with Visible. I have a Pixel 4XL and they still are showing my device that was last used in 2020. 

   

  Lastly, I have repeatedly asked for details on what they are working on and I am given a canned answer that does not answer my questions. Message string attached. I am still wanting a report on what this issue is that is causing this to take so long, and what steps are being taken to fix the issues. I am in the process of starting a file with small claims court. I think that it is ridiculous that they have held me hostage on their carrier for the last 2 months while not offering any solutions, and now will not unlock a new device for an additional 2 months. I do not want to do business with them any longer, and a credit of $15 is not going to make these 4 months that I am required to stay with them worth it. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/10/2022

  In the initially complaint the member is requesting a replacement device. As mentioned ******** approved the claim to issue the member a replacement device and I have attached the email that Visible sent to the member. Upon reviewing the documents that the member provided I'm not showing a document from Assurant stating that they would not replace the device. Also as mentioned in the initial response no refund or additional credit will be provided to the member.

  Customer Answer

  Date: 11/18/2022

   
  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. They failed to let me know of the solution until just recently and therefor the original resolution was denied. I have spoken to Assurant who has confirmed the claim is now approved.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/14/2022

  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 name is ******************************* my email in which the order was placed on was ************************ but my email was hacked my new email is ****************** and the order number is ********. *** reached out to Visible Care on Several occasions and stated that I never received my device. My phone was to arrive on August 5th 2022 , but was returned due to failed delivery that requires a signature unpin delivery. I found out that my device was was returned back to Visible's warehouse on August 09, 2022 @ 11:31 am my device was delivered back to Visible via ***** and signed by a shipping and receiving clerk by the name of ********** due to a failed delivery. I reached out to the Visible Care on several occasions dates being Aug 23, 24th and 09/17/2022 seeking assistance with of getting my phone or my refund which was paid for. They have received the device was returned on August 9th I have yet to hear from any Care agent. *** tried reaching out to speak with a care agent only to get the run around about getting my device! The agent that I chatted with on 09/17/2022 straight out lied to me saying that they never received device and which I told them I know to be a lie because from the previous chat agent I spoke with who reassured me that within 14 days I should receive my refund and if I did not receive it to reach back out to them and that they would escalate the problem to the finance department! I have screenshots of my conversation and I also have the tracking info that was provided from beginning to the end of the delivery of this package that originated from Visible , to my home , back to ***** , and finally back to Visible Wireless.

  Business Response

  Date: 10/28/2022

  Response attached

  Customer Answer

  Date: 11/10/2022

  Hi , Thanks for contacting me.
  My I was able to dispute the claim with my bank and they were able to contact them !  My bank was able to get a full refund! 
  
  
  Thanks 
  
  Sawan ********** 

• Initial Complaint

  Date:10/13/2022

  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 have upgraded my phone with visible. I have sent in my iPhone 12 and purchased an iPhone 13 Pro with affirm. My iPhone 12 was financed with affirm as well and was over 50% paid off. They state on their website to purchase the next model with affirm which I did and send in the old phone and they will pay off the old affirm loan. They have been giving me a run around and not helping me with the situation. They now have my iPhone 12 and are not working with me. I have reached out multiple times and now they are asking for a screen shot of the upgrade process which they do not really have one. After I have purchased the new iPhone ******************************************************************************************** a shipping label which I used to send in my iPhone 12. They have confirmed they received the phone but fail to take further action. I would like them to just pay off the remainder of my affirm loan on the iPhone 12.

  Business Response

  Date: 11/03/2022

  Response attached