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:09/21/2022

  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.

  I place an order for a new Iphone 14 *** on Friday September 16th at 732am. My order number is #********. It said next day shipping and on Monday contacted them and asked where my item was. 1st agent said they don't ship on the weakened, but it would arrive the next day(Tues) but also couldn't provide tracking info . **** comes still no phone, and the new agent says they lost my order but were quick to charge me for my phone. I just want my product that I paid for. If my old order was lost a new 1 should have been sent out.

  Business Response

  Date: 09/28/2022

  Response attached

• Initial Complaint

  Date:09/21/2022

  Type:Delivery 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.

  Placed an order for iPhone 14 Pro Space Black 512 GB on Friday, Sep 16, 2022 at 3:47AM EST totaling $1381.49. Order details mention next day delivery but the order is still processing. ******** care keeps saying that the order will be delivered or shipped the next day whenever you contact them. The financing firm says that the merchant processed order on Monday, Sep 19,2022 which is inconsistent with what the Visible website shows. Unable to reach customer care for the past 24 hours even after waiting hours in line. Any help would be appreciated in this regard.

  Business Response

  Date: 09/29/2022

  Response attached

  Customer Answer

  Date: 09/29/2022

   
  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:09/21/2022

  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.

  I bought an iphone pro 14 pro *** 256 gb, deep purple color on September 16, 2022 at 02:17. Although my phone, which should normally come with next day shipping, is today September 21, 2022, the product has not even been shipped yet. I'm trying to reach Visible. I'm waiting in the chat for 2 hours. I can't get any positive or negative feedback. Also, In order to take advantage of other promotions while buying my phone, I need to transfer my current line to visible mobile within 14 days after the sale date of the phone. But I'm worried that they won't be able to take advantage of these promotions because they didn't send me my phone. Promotions mentioned: $200 gift card and $169 msrp earphones.

  Business Response

  Date: 09/29/2022

  Response attached

• Initial Complaint

  Date:09/21/2022

  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.

  At 1 pm on Saturday September 17,2022 I decided to upgrade my Visible service to the visible+ plan with faster and higher quality network. Visible charged me an additional $17, in top of my monthly fee, then gave instructions to activate the service by installing a new esim profile.I installed eaim and lost all service. I spent all day Sunday waiting to chat with someone only to be told my device.was all.of a sudden incompatible with the network and that I needed to upgrsde.my device.I should have been informed my devi@e was incompatible BEFORE visible allowed my plan to be upgraded and device to "fall" off their network.When I finally reached someone, they refused to return the $17 I paid for the upgrade and told me I needed a new device. They also refused to credit my account for services not provided. It's been almost 4 days since the upgrade and visivle claims the issue is resolved because they apologized for 'my inconvenience' and told me to get a new device.Many users are posting the same problem and resolution, or lack thereof, on social media, where visible claims to support ****************************** and ******* are well aware of the issue and negligent in preventing other customers from falling prey to their thefts. They can easily check devices for compatibility prior to migrating devices to a new network. They can also refund customers for the services purchased and not provided.At this point they should be giving victims compatible phones ro replace incompatible devices they allowed in their network. Visible is negligent and misrepresenting a new service plan they know has serioua flaws and does not work consistently.

  Business Response

  Date: 09/30/2022

  Response attached

• Initial Complaint

  Date:09/20/2022

  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.

  -Date of transaction : 09/16/2022 1am PST -The amount of money you paid the business : $1203.41 -What the business committed to provide you: I ordered iPhone 14 pro *** 128 gb white and it was supposed to be shipped the next day. I ordered the phone as soon as they opened the order window but it looks like people who ordered later already got their phones delivered other than those who ordered early. I've been trying to contact their CS but it was really hard to keep in touch with them and even when I did they told me they admitted there was some issue with those early orders and they did not know when it would be resolved. - What the nature of the dispute is : I was told people managed this situation through BBB got their phones shipped within the day so I'm hoping BBB can help me with my case as well.- Whether or not the business has tried to resolve the problem : They only told me they would not know when it would be resolved. - Account/order/tracking number : Visible order number ********

  Business Response

  Date: 09/29/2022

  Response attached

• Initial Complaint

  Date:09/20/2022

  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 purchased an IPhone 14 pro *** at approximately 4 am EST on Friday, 9/16/22. Order #********. The phone was advertised as free next day shipping. It included two promotions for new customers coming from another cell phone company: a $200 e-gift card and a pair of Apple AirPod 3s. The $1,279.93 was immediately taken out of my bank account. I expected shipping to be sometime Friday for next day delivery either Saturday or Monday. Friday came and went, no shipping notification. Same thing Saturday. I reached out to chat on Sunday (the only way to reach customer support, with about a 1-2 hour wait). The agent reassured me that I would receive my phone at latest Monday or Tuesday. All day Monday I checked my email to see if it shipped. It did not. Monday evening I got back into the 2 hour chat line and inquired again. I was told to give it one more day. Well Tuesday had come and gone, and the order still says its processing. Another 2 hours on chat and ** told my order is stuck and someone will reach out to me in email soon. This is not acceptable to me. I am ready to cancel but worried the refund will also be delayed. Lots of people on social media are reporting the same issue. All of us ordered early Friday. Many who ordered much later have already received their devices without issue. I feel tricked into purchasing from this company by their use of promotions to get new customers. I want the device I paid for, at the minimum.

  Business Response

  Date: 09/29/2022

  Response attached

  Customer Answer

  Date: 09/29/2022

   
  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:09/20/2022

  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.

  I was one the first people to order the new iPhone 14 Pro device on ******************** web site on the morning of Friday, September 16, 2022. Visible promises to ship the device within 1-2 business day(s). I have had my order in "processing" stage for the last three days, and there has been no update to my order. Visible has processed my order and now my credit card charges reflect that. So they have have taken my money, and not delivered my product. I've contacted customer support, and they give me no updates.

  Business Response

  Date: 09/29/2022

  Response attached

• Initial Complaint

  Date:09/20/2022

  Type:Delivery 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.

  Purchases an iPhone 14 Pro *** with guaranteed next day shipping. But after three business days, it hasn't shipped yet. Reached customer agent three or four times. Every time they guaranteed they will ship soon but no result.

  Business Response

  Date: 09/28/2022

  Response attached

  Customer Answer

  Date: 09/28/2022

   
  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:09/20/2022

  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 an iPhone 11 and purchased an iPhone 14. The iPhone 11 has a physical SIM card while the iPhone 14 requires a eSIM. Visible has been unable to convert my physical SIM to an eSIM. Their customer support bounces me between online Chat support that then tells me to use ******* or ********* They have asked me to send a screen shot of the issue to ******* and ******** which I have. I've used all three channels and there is no email or phone support. There is no resolution to getting my physical SMI to an eSIM.

  Business Response

  Date: 09/29/2022

  Response attached

  Customer Answer

  Date: 09/29/2022

   
  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:09/20/2022

  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 problem with Visibles $40/month cellular service subscription stems from their support. This support offering is ONLY provided online by text, never voice. Further it is limited to ************************************** mobile platforms, the latter of the three being the preferred. Starting 9/16 my cellular/data access stopped working due to an esim transfer using their supported method. After spending hours waiting to chat with support, they proceeded to provide fixes and close cases without actually providing any workable solution. Without constant follow-up, I flat out wont hear from them though they do say they will respond in 4hrs for level 2 support and ***** hours for level 3; but keep in mind I am without service that entire time and furthermore, there is not 2-way communication with lvl 2 or 3 support. The current proposed fix broke all service for my working line to transfer it to a new phone by deleting SIM to replace it with new eSIM. That failed and broke both phones. They have tried to re-enter the new esim a handful of times but keep saying they cannot put in another order. Last I spoke to them, they tried twice to email me a QR code image but that image comes across broken (just a ?) and if you look where that image came from, its a B2B ******* Wireless portal that is behind authentication, so of course I cannot see it using a deep link. Their support says that is the best they can do.Finally, when asking about porting my number out to VZW, support stated that could mean no service for ********************************************** good standing during that time; meaning Id continue to pay a monthly subscription without getting the promised service?Frankly, the support is terrible and they need serious help in both staffing and additional means of communication. But Id REALLY appreciate getting service promptly restored for me and their support problems promptly resolved. PLEASE HELP.My account is ************

  Business Response

  Date: 09/29/2022

  Response attached

  Customer Answer

  Date: 09/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by Visible in reference to complaint ID ********. I further asked that ***************************** investigate and further invest in customer support with the hope that this systemic failure is less likely to occur to other Visible customers. With that being said, I find that this resolution is satisfactory to me and I remain a supportive customer.
  
  Sincerely,
  
  ***************************