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:10/13/2022

  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.

  Visible mobile over the past several months has not allowed me to port one of my phone lines. The device is mine and was paid for prior to joining visible. I generate the port out code from the app and copy/ paste that number along with the account number and insert into spectrum and **** mobiles apps but they come back every time with errors. I did this for months while still using Visible service. now i have switched to **** mobile using one of their temporary numbers. Now, all visible can say is I have to start paying them again for monthly service for them to be able to look at the account and fix their issue. IF they fix it an port out my number to my MINT account that I am paying for and using, then they will credit me back the $40 they want to look at the port issue. I was able to port out my other account from Visible after a similar issue where they couldn't fix my other account, my payment lapsed (because my account vanished in the system, and i just couldn't pay) after a week of no service i was able to get into the account page to generate the port number and successfully ported out (all while not having a current account). My wife and I need that other number immediately, we are job hunting and all the resumes put out over the past 2 months are with that number. I have spent 90 minutes a day with Visibles "customer **********************" and each time it is a different form of pass the buck, "it will work tomorrow" but it never does.

  Business Response

  Date: 10/28/2022

  Response attached

• Initial Complaint

  Date:10/13/2022

  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.

  When I signed up for Visible I confirmed in a chat with Visible that I could bring my phone device and switch my number over to accept the promotion of a $200 gift card. I went to their own website for details https://www.visible.com/deals/choose-your-own-gift-card. Near the bottom of the page there is bold lettering stating How to get your gift card 1Bring your phone or buy one from us 2Activate your service (well tell you how)3Make three full months service payments 4Choose your gift card So I thought I would get the gift card for completing their tasks. After 4 months I did not get a card so I had to go through Chat on their website. The chat person said I cannot bring my device, I have to buy one of their phones, contrary to what Visible is advertising on their website. It is illegal for a business of any type or sizesolopreneur, small business, large corporation, non-profitto purposefully publish an ad that is false or contains untrue, misleading, or otherwise deceptive statements or claims.In the chat I was told a supervisor would call me 9-28-22. No one called me. I went through chat again and they said a supervisor would for sure call me on 10-7-22. No one called me and no voicemail.Visible needs to honor their ad and email me the gift card as published.

  Business Response

  Date: 10/30/2022

  Response attached

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18192428
  
  I am rejecting this response because: The visible rep is only regurgitating what all other Visible reps have have been herded to say. They did not address the attached picture proving the false advertising. I most definitely am not a current customer anymore because after 4 months patiently waiting for the gift card, Visible has decided to promote false advertisement and engage in this criminal activity. I do not want to be involved with any criminal activity so I switched to ******** ile. My speed went from 5 mbs on Visible to 389 mbs on ********. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/13/2022

  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.

  This company is a fraud !!! Worst customer ********************** in the world. They do not have a phone number for their company. Forces live chat with robots impossible to talk or chat with real person. Increased phone service prices for all customers. Lied and said old customers would be locked in. Refuses to respond via "live chat" l, ********* instagrams, ******* which are the ************ available to communicate sadly.

  Business Response

  Date: 10/19/2022

  response attached

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18190948
  
  I am rejecting this response because: *********** lied and stated that customers who were already with the service would continue to receive their party pay discounts. Which was the only reason I upgrade because they had a message on their website page stating that all members should upgrade and we will receive the same discounts. Upon upgrading, I lost all of my discounts. It took for me to contact them on ********* ******** Instagram ,and their  App  to respond to me. And after I complain to the Better Business Bureau then they contacted me. I'm Very upset and I hate that I upgraded and lost the plan that I previously had. when I asked them to give me my old $25 plan back they acted like they were incompetent and unable to do it. And I still state that this company has the worst customer ********************** I have by far as seen.
  thank you.
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:10/13/2022

  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.

  I have service with Visible/Verizon on an iPhone 7. I bought an iPhone 13 mini and tried to port over my phone number and start Visible service on the new iPhone 13 and then close account for iPhone 7. The website is terrible and would not do this. I tried many ways to make it happen and somehow it ended up thinking I wanted a new SIM card for the iPhone 7 which apparently is on the way in the mail. I didn't want that. I waited for help on their website just to text on the website - the have no phone number to call - for an hour twice and didn't get a person. I sent a message via ******** messenger. I got no help. I ended up using a different email to open a new account so I could start using the new iPhone 13 but it sent me a new phone number and the website will not port over my old phone number. It is the law to allow people to keep their phone number. My old phone number that I want to keep is ************. The phone number they gave me that I don't want to keep is ************. My iPhone 7 account number is ************. The website gave me a port out pin but the website will not allow me to port out the phone number... it says "that number is in use. do you want to try another number?". That is all it allows me to do... it's a dead end. I tried for hours. They do not have humans to talk to, no phone number to call, they just give you the run around with no help.

  Business Response

  Date: 10/26/2022

  Response attached

• Initial Complaint

  Date:10/12/2022

  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 phone with a new plan on September 3, 2022. They offered a free phone if I return an old phone. I returned my old phone on September 14, 2022. It was delivered to them on September 16 according to the *** tracking. Then, on October 6, I received an email that the swap deadline had expired, and I was charged $100.I just spent 3 hours in a chat with Visible trying to get my $100 refunded. They won't refund my money becauI can't provide the **** number for the phone I sent back even though the phone was delivered to them, and I provided the tracking number.

  Customer Answer

  Date: 10/21/2022

  My complaint #******** about Visible has been resolved.  I kept complaining to customer ********************** until they escalated my complaint, and they finally agreed to refund me the $100 that they took.

• Initial Complaint

  Date:10/12/2022

  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.

  I currently have Visible service. I plan to switch service providers. I want to keep my current phone number, but I am having a problem with the phone number being locked to Visible. I have been to ******* and they could not access the phone number to port over. I have been trying to contact Visible customer ********************** but have not reached anyone.

  Business Response

  Date: 10/29/2022

  Response attached

• Initial Complaint

  Date:10/12/2022

  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.

  On August 22,2022, I activated a new iphone13 and new Apple Watch Series 7, with a new account and new number with Visible. From the beginning of me activating that phone and watch, it never worked correctly. It constantly said i had no service. So I reached out to their customer ********************** department multiple times between August 22, and September 9, 2022. I was told there was a porting issue every time I actually got to connect with a representative, and was reassured each time it was being fixed. With nothing getting resolved, and me being pushed from person to person, I cancelled my service with them September 10,2022, due to them not being able to make my phone work. I tried for weeks to get in touch with someone to get a return label sent to me so I could return my devices. When I actually got someone to respond to me, on September 26, 2022, I was told I could not return my brand new devices because it was not within their two week period for returns. I TRIED REPEATEDLY to get them to correct the service issue. I TRIED REPEATEDLY to get someone to respond to me for a return label, only to be told its my fault and I am stuck with it. There was a case number for the issue with my phone that NEVER got resolved: ********. I want to return the phone and watch for a full refund. I want other to know they are a scam and there is no actual way to use a phone number to contact anyone from that company.

  Business Response

  Date: 10/29/2022

  Response attached

• Initial Complaint

  Date:10/12/2022

  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.

  I am a current customer of ******************** Telecommunications and am unable to reach anyone to discontinue my service and transfer to a new provider. I have had horrible service and phone calls dropped or not received on a consistent basis. I am now trying to switch providers, but cannot because they have locked my phone and there is no way to get through to an agent for help. The only way to contact them is via online chat and I have been trying for days unsuccessfully. I see on their online community chat that others have been trying to reach someone for 15 days and have spent 150 hours without success. I am hoping something can be done - customers have to be able to contact the company!

  Business Response

  Date: 10/21/2022

  Response attached

• Initial Complaint

  Date:10/12/2022

  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.

  I signed up for a visible phone plan. The company was unable to provision SIM service to activate my phone. Upon signing up for service, the site claims that charges are not incurred until service is activated. After many hours and several attempts Visible was unable to provide service to my phone. They charged my AMEX card anyway for $30 having not activated my phone or provided any service. The company does not have any kind of customer ********************** other than to wait for a chat bot for times ranging from 30 min to an hour or more. I attempted to have charges reversed over their chat bot customer care as well as via email. Charge remains on my CC I have disputed with AMEX as well. This company is dishonest and is scamming people for phone service that it does not provide and makes no attempt to provide. My trouble ticket number with these scammers is ********

  Business Response

  Date: 10/26/2022

  Response attached

  Customer Answer

  Date: 10/30/2022

   
  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:10/12/2022

  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've been a long time ******* customer, seen ******************** and thought I'd give them a shot. This was the messiest thing I have ever done. Nothing but issues. They made me sign up 5 separate times with multiple different emails because activation would not work. Yet every time I try to get a refund for the service that wont even activate I get a run around saying oh please wait our team is working on the issue. It has been literal days. Really wanted to try with this company and see if the savings were worth t but at this point that is looking like it is not the case.

  Business Response

  Date: 10/29/2022

  Response attached

  Customer Answer

  Date: 10/29/2022

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