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:09/26/2022

  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.

  I ordered iPhone 14 ************** 256 GB from Visible wirless. The order was placed at 4:34 AM on Friday ( September 16, 2022). They have next day delivery so it was suppposed to arrive on Monday (September 19, 2022). But it did not arrive. It is stuck at "order processing" and it never shipped. Their customer chat is terrible and every time I try to chat I am put on a queue of 450+ people. I was able to chat with two customer agents and they just make vague promise that your order is being escalated and we will ship it soon. But it never shipped. Many others are suffering from the same company. Because of their scam offer of $200 gift card and airpod 3, everyone ordered from them directly in stead of Apple directly. Now it's also too late to order from Apple. Visible charged me $1292 and it looks like they are scammers.

  Customer Answer

  Date: 09/27/2022

  It is resolved now. They delivered it.
  

• Initial Complaint

  Date:09/26/2022

  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.

  the new iPhone 14 pro *** came out as a phone that does not accept a sim card. I currently have a active phone line with Visible and would like to continue to have the service. when prompting to use the system to convert the physical sim to the Esim on their Visible app it gives me a error message in which it cannot be switched over due to technical difficulties on their end. I constantly contacted visible customer ********************** through the webchat and they could not seem to help me convert it from their end and does not find any kind of solution except for giving me dead end excuses. They recommended me to send a screenshot of their error message to their social media page as a private message in which I have and have yet to receive anyone to accept the message for several days now. The recent claim number I have obtained from them is : reference# ********. The phone number on the account is ************.

  Customer Answer

  Date: 09/27/2022

  Hi there! The business has resolved the issue and we can redact the complaint. The have provided an update that has fixed the issue a week after i have initially reached out with the problem. Wish there was some sort of communication stating they were working on it instead of leaving us waiting several days with no answer. 
  

  
  

• Initial Complaint

  Date:09/25/2022

  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.

  Port-out *** process through ********************'s website/app does not work. SMS/Email should be sent to me with porting information, but none ever arrives. Additionally, I have had 3 separate instances where support has said an issue has been escalated and should receive a call within 2 days, I never received a call for any incident. I contacted support about manually receiving a port-out ***, of which I was provided one. Upon providing that information to a new carrier, they informed me that the *** was not correct.I can also see online that the same port-out *** I was given by support was given to others, for whom it also did not work. So it appears as though support is giving out the same fake *** to "resolve" the *************************** is holding my phone number hostage by not giving me my port-out ***. To resolve my issue, I need a working port-out *** and be able to transfer my phone number to a new carrier.

  Business Response

  Date: 10/04/2022

  Response attached

• Initial Complaint

  Date:09/24/2022

  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 was a Visible customer and used the Unlimited ($40) plan. Visible is now advertising two new plans and my old plan became useless due to the heavily deprioritized data speed. So, I upgraded my old plan to the new Visible+. Following the procedures specified by Visible, I activated the new sim card two days ago. However, the consequence is that I lost all phone services. My new sim was actually not activated. Unfortunately, the old sim also becomes unusable, too. Meanwhile, Visible has charged me the new service fee for the remaining billing cycle ($16). If my new sim was not activated, why did they charge me the service fee and stop me using the old sim with the original plan? I have contacted Visible through the online chat twice after waiting 4 hours in the first time, and 1.5 hours in the second time. In each online chat, I was assured that my case would be solved the same day by their technical team. However, I am still having no phone service after three days. No one contacted me through email as they promised in the online chat. This is unacceptable.

  Business Response

  Date: 10/04/2022

  response attached

  Customer Answer

  Date: 10/07/2022

   
  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.
  

• Initial Complaint

  Date:09/24/2022

  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.

  Date of Transaction - 09/19/2022 Amount paid - $45 What the business committed : *************** calls and SMS Services for 30days Natture of Dispute : No Service since successful payment Business tried to resolve the problem : Once, after many attempts to connect with them on chat and social media forums. Only once they tried to connect and left in the middle without any resolution.Account order tracking number : Visible Case/Complaint Number- #******** Transaction ID : ************

  Business Response

  Date: 10/03/2022

  Response attached

  Customer Answer

  Date: 10/03/2022

   
  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.

  Thanks for the support.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/24/2022

  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.

  Bought an iPhone 14 pro paid full. from them and since I need to travel outside country I tried to add my other esim but its locked then I read the policy of 60 days. So Im trying to return as per their 14 day policy. But Im not able to connect with them via any of the channels they provided. Bought the device on sep *******

  Business Response

  Date: 10/03/2022

  Response attached

  Customer Answer

  Date: 10/03/2022

   
  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,
  
  ************************* Kopally

• Initial Complaint

  Date:09/23/2022

  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.

  Purchased a replacement phone that has an internal error. Visible has no customer ********************** option other than online chat. The phone I purchased is broken "new" in box.I was sold faulty equipment and have no way of getting reimbursed for my trouble.Additionally, I am going to switch carriers, and have no way to port my number which I have had for 20+ years.

  Business Response

  Date: 10/03/2022

  response attached

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18122456
  
  I am rejecting this response because:

  I told them several times that the phone was purchased for my daughter's account, which was paid for on my bank card.

  The only part of that response that comes close to helping is that We have in fact moved to another provider. I still have not received a refund or been able talk to an employee at visible

  Sincerely,
  

  
  *********************

  Business Response

  Date: 10/09/2022

  ********** the device was for his daughter account. Visible cannot further investigate as the information provided in this complaint is for ***'s previous account. Visible request in the initial summary stating that Visible would gladly look further into the matter if the member had additional information.  No additional information was provided.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18122456
  
  I am rejecting this response because:

  They never tried to contact me. I still have a doa device and no way to ship it back or get reimbursed.

  They have my phone number, They could call or email me at anytime.. and they do not.

   

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

• Initial Complaint

  Date:09/23/2022

  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 had Visible Wireless by ******* for three months now. My service rarely works. I have tried contacting Visible multiple times through their chat (the only way to contact them). They never respond. I have missed important phone calls, including one about blood work that I had done that revealed toxicity. I could not act immediately because my medical provider could not contact me because my phone never works. I want refunded these last three months, and I am going to find a new phone carrier that has service that works.

  Business Response

  Date: 09/23/2022

  September 23, 2022

  
  Better Business Bureau of **********

  
  1262 ****************************. Building A, Suite 202
  ********, ** 08690

  
  RE: Complainant: *************************
  Complaint Number: 18063535
  

  Dear Ms. ****************************************** you for contacting *************** of ********* Relations regarding ***************************** compliant. In her/his complaint,
  received on 9/23/2022, ***************************** is requesting assistance from Visible, and unfortunately hasn't received the requested
  assistance. She is now requesting Visible to refund her payments.
  

  Upon further review, weve determined the customers concern should be addressed by our Visible team. Per BBB guidelines,
  please forward ***************************** complaint to the appropriate ******* Team.
  

  Email: **************************************
  

  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  

  Sincerely,
  

  *****
  ********* Relations Analyst

  Business Response

  Date: 10/06/2022

  Response attached

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18063535
  
  I am rejecting this response because:

  I still have not been able to reach a Visible representative despite multiple attempts. The chat times out before anyone responds to me. My phone still rarely works, and I rarely have service. I want refunded a full month of service and I want to be contacted by a Visible customer ********************** representative to discuss my concerns. The chat does not work. I want a phone call from a representative at ************. If my phone functions (which it rarely does), I will answer and discuss this matter with them.

  I also noted that the company says that they responded to one of my chats. This is not true. I would like them to note the number of times I have tried to reach them with no success because they fault me here for not replying to a chat that I never received. I have tried to contact them for days, sometimes for more than 8 hours during a single day, with no response. I deserve an apology from the company for their poor customer ********************** and for their poor phone service, which has caused serious issues. My doctor could not reach me to inform me about a life-threatening situation because my phone would not work.

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

  Business Response

  Date: 10/13/2022

  Visible apologizes for any inconvenience that this may have caused you. However, a credit was applied on October 6, 2022 in the amount of $15.00. No further credit will be applied .I have also attached documentation where the agent answered the chat. However, the member had already disconnected from the chat as well as the usage of the account.  Visible has thoroughly investigated the issue and no further action will be provided. 

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18063535
  
  I am rejecting this response because I have still been having problems with my phone making and receiving calls. I continue to try to contact Visible through the chat system, and I am unable to reach anyone, even after waiting. I request to be contacted directly from Visible to resolve the issues that I am having with dropping phone calls and not being able to make calls. I would also like a further refund. I am being charged for services that I am not receiving; this is fraud. I am not able to get through to the company. They will not contact me to assist me.

   

  If I am not contacted by Visible, refunded for time of not having services that I paid for, and my issue is not resolved, I intend to file a fraud complaint with the attorney general of the state in which Visible is located. It is fraud to charge people for services that a company fails to provide. I have consistently engaged in due diligence to contact Visible to resolve this issue. The response to this complaint is evidence that the company intends to engage in further fraud by charging me without my permission for service that I am not receiving. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/29/2022

  This member was contacted via telephone on 10/19/2022 @ 6:05 pm by myself (******************). The member concern was escalated to a Visible engineer and the outcome of the investigation was emailed to the member and is included below. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  

  
  ******, Roshanda <********************************************************>Thu, Oct 20, 2022 at 11:10 AM
  To: ************************ 
  Hello ****,
  Just wanted to provide you with an update and let you know that Visible is currently looking into the issues that we discussed yesterday. As soon as I have an update I will email you the outcome. If you have any further questions or concerns please feel free to contact me.
  
  
  Thank you,
  
  
  *****************************
  Executive Relations Team

   

  **********************;<************************> Thu, Oct 20, 2022 at 7:16 PM
  To: "******************************" <********************************************************>
  Thank you for the update. I appreciate the help.

   

  
  ******, Roshanda <********************************************************> Sat, Oct 22, 2022 at 11:32 AM
  To: ************************* <************************>
  Good Morning,
  
  
  Great news! Looks like everything is now fixed. Please power cycle your device, but also please keep in mind at times the records do show that certain sites/locations may offer poor coverage, which would result in dropped calls. Please let me know if you have any further questions or concerns.
  
  
  Thank you,
  
  
  *****************************
  Executive Relations Team
  
  
  
  

  
  

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18063535
  
  I am rejecting this response because the phone service is faulty. While I have fewer drop calls than before I was contacted, they continue. Also, I was not adequately refunded for the more than a month when my phone barely worked. In addition, I still can't get through to customer **********************. The chat feature takes hours to get through to a person for help. I just don't have time in my days to sit around for hours to wait for customer ********************** to respond to my chat. I request a full month be refunded to me, at minimum. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/17/2022

  During the time, **** is referencing when experiencing service issues that the member has had access to and utilized the services with Visible. A credit of $15.00 was applied to the account as a courtesy and it was advised by the Visible networking team that records do show that certain sites/locations may offer poor coverage, which would result in dropped calls. While our chat agents tend to get busy at certain times of the day, I've communicated with **** in the past via email and telephone and if any other assistance is needed, the member can reach out to me. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  

• Initial Complaint

  Date:09/23/2022

  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 updated iPhone 12 **************** last month around 8/17/22 and when I turned my phone back on it just said SOS mode. I could not make any calls, texts or use my mobile internet. I turned my phone back off and on and factory reset it and still had the same issue of the no e-sim and SOS mode. I also did a carrier system update with no success. I reached out to visible customer ********************** by chat that same day and after waiting three(3) hours to chat with an agent for help, I was disconnected because the agent could not figure out what the issue was and abruptly ended the chat after 30 minutes of troubleshooting with me. This happened three(3) times before I finally requested that my issue be escalated to a supervisor or department manager after waiting almost a day and being disconnected with no resolution. My issue was finally escalated to a team lead or specialist who said I would receive a physical sim overnight and was never received. I also paid another $30 for this sim and have not been refunded. After not receiving my new SIM card the next day as stated, I reached back out to customer ********************** and was told I would have to wait a week for them to finish troubleshooting my issue and never heard back. I reached out AGAIN and after troubleshooting was told I needed to wait an additional week for a resolution. No one ever reached out. I have not been able to use my phone or make any calls since around that time-frame. On, 8/12/22, I paid $35 for my phone service and have not been able to use my phone. I was also charged $40 on 9/20/22, and again still have not been able to use my phone and was told there was a relapse in service by 8 DAYS and this was the issue, which it is not and have been getting the run-around. I am asking for a credit or refund back to my original payment method for the previous month bill of $40 paid on 8/12/22 and refund for the sim card I never received for $30. Also, I am seeking a resolution for this month or refund $35

  Business Response

  Date: 10/05/2022

  Response attached

• Initial Complaint

  Date:09/23/2022

  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.

  In June 2022, my family and I learned about Visible as an affordable cell phone provider. We were able to transfer/add 3 of the 4 phone lines over from ******* to Visible and have been on them since then. The 4th line, we have been having multiple issues in getting it transferred to Visible. We have spent hours and hours in the chat function with promises of getting assistance, and either get dropped from the chat after chatting with someone for an hour. I have attached one chat I was able to copy to keep a record of 1 of the multiple chats we have had with Visible but yet each time we reach out again, chat is dropped, told someone will get back to us and no one does.Each time we set up an account to transfer ************, we could sign up and either get the order to complete but nothing happens, or told they werent able to complete the orderan abundance of issues.These were all the emails and accounts. We were told because the phone number was in their system already was the reason it couldnt complete the order? Asked can they delete all the accounts and phone number from the system and told they didnt have the ability too?******************* = #************ - can't ****************************=#************ - can't **************************=#************ - can't *************************** 9/11/2022 - told to set up yet another email to sign up - ordered no phone system canceled We have since been charged $90 from ******* because we lost the family plan with 3 numbers ported over to Visible. Last month ******* charged us $155, and I am also unable to get the discount from Visible by having 4 people in my Party Plan because I cant get this 4th line ported over!! We were supposed to be saving money and I have lost over $200 because of this issue I cannot get resolved. So frustrating!!! I just want to get a new phone, get all lines over to Visible and get this last line into our party plan before it ends.

  Business Response

  Date: 10/03/2022

  Response attached

  Customer Answer

  Date: 10/08/2022

   
  Complaint: 18118138
  
  I am rejecting this response because:

  I tried to order a new phone with Visible and when logging into the ********************* it gives me an error message right away.  There are a total of 4 accounts that I set up in order to get a new phone and set up service with Visible and nothing is working.

  
  
  
  ******************* = #************ - can't order.
  **********************=#************ - can't order
  *********************=#************ - can't order
  ******************** - 9/11/2022 - April1978#2 - told to set up yet another email to sign up - ordered no phone system canceled 
  
  

  The above are all the accounts and it looks like the only way I can order a phone and set up service is if you DELETE the 4 accounts, delete the cell number of ************, so it does not exist anywhere in your system to then allow me to start over from scratch so I can order a new phone and set up service.  I was just billed another $155 by ******** the same company that oversees Visible and cant understand why this process is so hard and now well into the 3rd month.

  Please delete all the accounts, the emails and the phone number so there is no trace of me in your system and notify me when that has happened so I can start over.  

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

  Business Response

  Date: 10/13/2022

  Please attempt to log into the account ********************************* on the Visible website or app. The account is now in a registered status where you are able to port in the phone number and update any additional information. A message was left at ************** advising that the account is no longer in a suspended state with my contact number if you should incur any further issues.