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:08/07/2022

  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 a cell phone from them. It was supposed to be free, as long as I sent my phone back to them once I received my new phone. I never received my new phone. And because of that I didn't send them my phone. So they charged me $130 for a phone I never received. I have tried to resolve this with their customer ********************** numerous times. The last interaction what's July 31st. I was told I would have a refund by August 4th at the latest. Still no refund. I ordered the phone on June 26th 2022. Order number ********. I was charged $130.

  Business Response

  Date: 08/11/2022

  Dear BBB:
  
  
  Thank you for referring the complaint of *********************** to Visible for review. We appreciate this matter being brought to our attention.
  
  ***** reached out to Visible Care on July 11th and stated they never received a Swap device phone they ordered on June 26th after the investigating the order it was found that the device was returned back to Visible's warehouse due to a failed ***** delivery. On July 25 ***** reached out to Care once more seeking assistance with a refund since the device was returned to us and the Care agent failed to alert our internal teams to start the refund process for *****. On July 31st ***** was charged for the swap device. The ******************** Executive Relations Team became aware of this matter on August 7th and worked with our internal teams to resolve this matter and issue ***** a refund for the Swap device.
  
  ******************** considers the matter resolved and we trust that this information will assist you in closing this complaint. Should you have any questions, please feel free to contact the Executive Relations Team via email at *************************************. 
  
  ************** 
  Visible Executive Relations Team
  
  
  

  Customer Answer

  Date: 08/14/2022

   
  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:08/05/2022

  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.

  Before switching to another provider. I reached out to Visible regarding their lock policy for phones. I was told Visible does not lock phones and I would have no problems. After switching to another provider. i found out my phone was locked. When I texted (because it is your only option) with Visible I was told actually we do lock new phones for 60 days, but my phone would be unlocked for 60 days if I could just wait until then. . Now I'm being told both of Visible's agents gave me incorrect information and my brand new phone will remained locked for good. I am asking that my phone be unlocked.

  Business Response

  Date: 08/07/2022

  Dear BBB:
  
  Thank you for referring the complaint of ********************************* to Visible for review. We appreciate this matter being brought to our attention.
  
  On 6/26/2022 ******* chatted in to Visible Care team and stated that they had bought a new phone from Visible and they had decided to switch to another carrier for cellular service and the other provider had informed them that their device was locked to ********************. Their case was escalated to the Visible Tier 2 team. Upon checking their account, it was determined that they had already transferred their phone number to the new carrier and their device was scheduled to be unlocked with Visible on 8/6/2022. The Visible Tier 2 team emailed ******* to inform them of Visible's Device locking policy which is listed on the Visible website.
  
  On 8/5/2022 the Visible Executive Relations Team received the BBB complaint and reviewed ********* case history and chat logs on the account. The team confirmed that ********* device would be unlocked on 8/6/2022. ******* was contacted via email by the team and on 8/6/2022 it was confirmed that her device was unlocked.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that ********************************* has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.
  
  ****************
  Visible Executive Relations Team

  Customer Answer

  Date: 08/07/2022

   
  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.
  
  Sincerely,
  
  ********************************* Airman

• Initial Complaint

  Date:08/05/2022

  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.

  After 3 months of paid service I was supposed to receive a $150 gift card for transfering my Phone number and bringing my own device. After the rep said I was good I have screenshoted evidence. Three months later they said it never existed even though it was posted. Through out the process they couldn't even keep there story straight they I didn't qualify all of the sudden or it never existed. One rep told me I didn't qualify for the $50 gift card even though it was about a $150 gift card. I fought for days and they refuse to send me the gift card even though I have the messages and terms of the deal screenshoted just in case I needed it. They refuse to even acknowledge my evidence. I will attach my screenshots to this. I just want my $150 gift card I was promised I shouldnt have to fight for days for the same answer as they deny my evidence. If even claimed that this was false advertisement if it didn't exist ** why did your tech tell me I qualified and it was posted on the website. If you guys would be able to help me with the matter that would be greatly appreciated. If you need anything else from me feel free to contact me sorry its a hot train wreck.

  Business Response

  Date: 08/09/2022

  Dear BBB:
  
  Thank you for referring the complaint of *************************** to Visible for review. We appreciate this matter being brought to our attention.
  
  ***** initially chatted in with Visible Support regarding their promotion not being received after the required 3 service payments had been made to Visible. After review of the account, based on the eligibility requirements of bringing a device to ******************** as opposed to purchasing one, the promotion request was denied.
  
  The Visible Executive Relations Team (Visible ERT) began investigating this matter on August 5, 2022 after notice of the BBB complaint filed. After reaching out to ***** to inform them of our involvement, we began looking into the matter more. It was found that the there 2 accounts in question: One account that did have a device purchase but had the number transferred out, and the most recent account in question.
  
  With the original account, there was a device purchase, but a number was not transferred onto this account within after 30 days of initial activation - one of the other promotional eligibility requirements is that a number is transferred to Visible on or around the time of activation which can be found under each device listing that offers a promotion at Visible.com/shop. We reached out and informed ***** of the decision of the promotional denial, and with this stated the Visible ERT is closing this case.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that *************************** has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.
  
  ************
  Visible Executive Relations Team

• Initial Complaint

  Date:08/05/2022

  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 Wireless committed to providing promotional gift cards and merchandise as part of a new customer phone and ********************** promotion for MVNO wireless service. This process involved buying a phone, porting in a phone number, and sustaining paid service for a number of months. Upon completion of the third payment of service, I was promised a gift card and speaker without further conditions. After receiving no process and means of obtaining either gift card or B&O speaker, I reached out. Was told I would receive codes, I never did. I reached out again, and then received one of the two codes required to claim the gift card. I received the gift card, however I never received the code required to obtain the B&O speaker. I reached out again and received no response. I then reached out 3 more times and each time was told issue would be escalated, new code generated, and sent to me. Each time I received an email from a rep saying problem was resolved through the dispatch of a replacement email with replacement code for the Speaker. Each of those 3x though after receiving that note from a representative, the emails received which should have included the redemption codes were blank. There is no way to directly contact Visible except through Chat, and each time the person on the chat can never solve the issue - its always an escalation. There is no way to respond to the "people" sending me notes since the company does not allow return emails!?!? I have requested supervisor call backs and have only received one (which I missed because Visible could not communicate a time when they would call). I want the speaker I was promised, and am entitled to, as my patronage and payments to date were made dependent on the future receipt of both the speaker and gift card.

  Business Response

  Date: 08/07/2022

  Dear BBB:
  
  Thank you for referring the complaint of ******************* to Visible for review. We appreciate this matter being brought to our attention.
  
  *** initially chatted in with Visible Support regarding their promotion not being received. From Visible's end, the promotional email was sent out, and the case was escalated to get another email sent out due to an error in our system. When this was sent, *** mentioned that the promotional code was not not showing in the email received. After another escalation, the same thing occurred.
  
  The Visible Executive Relations Team (Visible ERT) began investigating this matter on August 5, 2022 after notice of the BBB complaint filed. After reaching out to *** to inform them of our involvement and verify them, we escalated the case to *********** Services (MCS) to assist in the promotional code once more. MCS was able to provide the actual code to be sent, in which we provided this to *** to redeem. *** mentioned they were able to redeem the promotion successfully, and with this stated the Visible ERT is closing this case internally.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that ******************* has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.
  
  ***** M
  Visible Executive Relations Team

• Initial Complaint

  Date:08/05/2022

  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 signed up with this wireless company in May. The company sent me a phone and SIM in which I had to send them my phone I had. The phone I had was a $200 phone only 3 month old so I sent phone as instructed but phone they sent would not work so it took them around 4 days to get on. This company only allows chat with whatever is needed and they constantly tell you that you will get email within 4 hours but you never do. Well my phone keeps switching to emergency calls only so basically I have no service. Now this has been going on since day 1 but last week I had no phone and when I contacted chat no1 is even fixing the issue. I was told I would receive credit for issues that have been occurring since day 1. Today **** I was told 4hours once again for someone to let me know where they stand on fixing my phone but they don't wanna credit **** for the $40 after clearly they are not getting anywhere with fixing issues. I would just like to be sent a phone that works and get proper service but as a consumer you can tell they don't care they just want to claim they are working on issues and will be in contact with me within 4 hours. I think they should replace phone with one of equal value to one I sent them and a months service but since they act as if they don't care I have no other way to try I am contacting you all to help me

  Business Response

  Date: 08/10/2022

  Dear BBB:
  
  Thank you for referring the complaint of ***************************** to Visible for review. We appreciate this matter being brought to our attention.
  
  The Visible Executive Relations Team (ERT) investigated the cause of ********* intermittent service with the help of ********* network team. Per ********* Network Repair Bureau, the intermittent service ******* is experiencing is due to marginal network coverage in their area and nearby locations. Visible ERT has provided ******* with service credits equivalent to one month's service payment, which will be discounted from their future service payments.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that ***************************** has experienced as a result of the above matter. Should you have any questions, please feel free to contact the Executive Relations Team via email at *************************************.
  
  ************
  Visible Executive Relations Team

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17648638
  
  I am rejecting this response because: Visible did contact me FINALLY after being reported to the BBB. They did provide my account with a credit and they did offer the response you sent me. I did respond to them with the issue of before ever switching my phone company to them I was told by a visible agent that the service would work at my home. Considering they should be provided with a system that shows if my address has service or not instead of assuring me that it would work they should have been honest and said I would get no coverage but instead they allowed me to send in a $220 phone which was exchanged for a way cheaper phone knowing the issues I would have. Seems to me after googling thee company I am not the first person with this issue. I do thank the company for the effort of finally looking into issue after been waiting since end of May but honesty in the beginning would have been better because I would have had a better quality phone that could have been switched to another company.Sincerely,*****************************

• Initial Complaint

  Date:08/04/2022

  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.

  Visible is denying me the free trial! (And I imagine everyone is being denied it too)I want is to receive the free trial of the visible service as advertised. I tried to sign up for the 15-day free trial as seen on Visible ads and their website. However, every time when I followed the steps to get the free trial, there was at least one glitch that stopped me from completing it, whether it be the **** number not being accepted or when I finally did get past that, it wouldn't put anything in my cart. It said, "Your bag is empty." How many people are being cheated out of the free trial because of the error that they have known about for several weeks? How do I know they know? There is a complaint on this business on 07/22/2022 whose author had the same issue as me. This is the motivation for posting this. I contacted live chat, and they created a case number for me and said that cases usually resolve between **** hours. It has been significantly longer than that - almost a week - and I haven't received a single email regarding the case number as promised. I reported with screenshots to ******** messenger.I get daily ******** messenger bot messages telling me that they haven't forgotten about the case, but it refuses to answer any of my questions. But I think they are hoping that I will forget about the case.Note:I will take down this post once they resolve the free trial sign-up process.The free trial is advertised in the links below Current website: https://www.visible.com/free-trial/Cached as of August 4, 2022: https://web.archive.org/web/20220804195323/https://www.visible.com/free-trial/

  Business Response

  Date: 08/06/2022

  Dear BBB:
  
  Thank you for referring the complaint of *************************** to Visible for review. We appreciate this matter being brought to our attention.
  
  On 8/2/2022 ******* chatted in to the Visible Care team and requested help with starting their Visible Free Trial.  After troubleshooting via chat did not resolve the issue their case was escalated to the next level of support. The Visible Tier 2 team worked with our internal team to ensure that Hunter would not have any further issues completing the Free Trial buyflow. The Tier 2 team emailed Hunter and asked them to try again after the internal team completing their work on the backend.
  
  On 8/4/2022 the Visible Executive Relations Team (***) received the BBB complaint and reviewed Hunter's case history and chat logs on the account. The *** Team worked with Hunter and our internal team to assist with resolving the Free Trial signup issue. The internal team executed a workaround and advised *** to have Hunter try registering for the Visible Free Trial with an alternate email.  After the team communicated this information via email Hunter confirmed that they were able to sign up for the free trial successfully.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that *************************** has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.
  
  ****************
  Visible Executive Relations Team

• Initial Complaint

  Date:08/04/2022

  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've joined a cell phone carrier- Visible with the Swap Program return the old phone and were charged the price of the new phone. They don't want to return my old phone either stating that that is their program. Your shipment 1Z421EA80601392068 Delivered On Wednesday, August 03 at 9:38 A.M. at Dock

  Business Response

  Date: 08/05/2022

  Dear BBB:
  
  Thank you for referring the complaint of ******************************* to Visible for review. We appreciate this matter being brought to our attention.
  
  On June 30th, **** ordered a phone from Visible via our Swap promotion, where new members can trade a device that is not compatible with Visible for a new phone that is compatible. The terms of the Swap promotion requests that the incompatible device be returned within two weeks of the new phone shipping, or the member will be charged for the full price of the new phone.
  
  The 14 day return window ended July 14th without the device being received by Visible and **** was charged for the full price of the new phone July 31st, per the terms of the Swap promotion.
  
  Karl's incompatible device was delivered to Visible August 3rd. Shipment tracking for the package indicates with was dropped off with the carrier August 1st. As indicated in the terms of the Swap Promotion, devices shipped to Visible cannot be returned once they have been received.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that ******************************* has experienced as a result of the above matter. Should you have any questions, please feel free to contact the Executive Relations Team via email at *************************************.
  
  ************
  Visible Executive Relations Team

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17669582
  
  I am rejecting this response because:
  The phone was sent and will not be returned- that brings me another cost of this service which was not expected. The swap policy is not properly advertised and 14 days swap is against customer rights.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/03/2022

  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.

  We have purchased a phone from visible wireless in December 2021. Their website says it will become unlocked 60 days after activation. 8 months later it is still locked and they are refusing to unlock it citing reasons that are not mentioned on their website. On top of that we are still paying for service and have had no signal for a week and no one can resolve it. I just need the phone unlocked

  Business Response

  Date: 08/04/2022

  Dear BBB:
  
  Thank you for referring the complaint of ********************* to Visible for review. We appreciate this matter being brought to our attention.
  
  ***** initially chatted in with Visible Support regarding the unlock of their device. ******* device purchased from Visible did not fully register and activate until June 18, 2022 based on our account records, and we do not see the device was used on another account during this time.
  
  The Visible Executive Relations Team (Visible ERT) began investigating this matter on August 3, 2022 after notice of the BBB complaint filed. After reaching out to ***** to inform them of our involvement, we worked to see if an exception could be made to unlock the device at an earlier date, as the device was fully registered to the account on June 18,2022. The expedition of the device unlock was denied, but the device will be unlock on 9/18/22. We reached out to ***** informing them of this, and with this stated the Visible ERT is closing this case internally.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that ********************* has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.
  
  ************
  Visible Executive Relations Team

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17635550
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/19/2022

  That statement that visible has no record of this phone being registered is a complete lie. Recently they switched it from the visible account it was registered on for 9 months to the current visible account. Their website state the phone will become unlocked 60 days after registration. It says nothing about it having to be registered on the same account as it was ordered from. In fact I spoke with a representative and they suggested ordering on the existing account and setting up a new account for the phone because thier website wasnot letting me order it on a new account.

• Initial Complaint

  Date:08/01/2022

  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.

  On 7/22/22, I placed an order for a new phone and to begin a request for a transfer of mobile service using the Visible wireless mobile app. My order was for a ZTE Blade 11 Prime for $152.66. The mobile app showed my status as "ordered" and indicated that I would receive an email when my order shipped. While I have not been charged for the cost of this order, my order has been "frozen" since 7/22. I have tried to contact Visible through their live chat support several times and have been given false or conflicting information. Despite repeated attempts to resolve the issue with their live chat support, I asked to speak to a representative on 8/1/22. I was told that a representative would contact me within two hours. After waiting 4 hours, I again tried to use the live chat feature to address this issue. After being kicked out of a live chat support conversation, I was told by the next agent that my account is "permanently on hold" and has been since I placed my original order on 7/22. This representative told me that they cannot place a call back for accounts that are "on hold" therefore there is actually no way for me to speak to a representative. I was then told that accounts "on hold" cannot be cancelled, deactivated, or changed in any way until they are reviewed by a technician specialist and that I would have to wait indefinitely for a technician to review my account. I was also denied access to the chat logs from previous conversations with representatives. Additionally, the live chat feature has an auto-scroll feature to prevent you from taking screen shots of earlier parts of a conversation that are now off the screen. I was then kicked out of my live chat support conversation.

  Business Response

  Date: 08/02/2022

  Dear BBB:
  
  
  Thank you for referring the complaint of ********************* to Visible for review. We appreciate this matter being brought to our attention.
  
  
  **** attempted to place an order for the 11 Prime device from our ******************** website which includes a Subscriber Identity Module (SIM). They also requested to transfer (port-in) their phone number from another carrier to our Visible family. On 7/25/2022, they contacted Visible Care via chat to check on their order status, and were advised their order was placed on hold for further investigation.
  
  
  The Visible Executive Relations Team (ERT) reached out to **** on 8/2/2022 after receiving this BBB complaint. After reaching out to our internal channels, their order was pushed through successfully. ERT advised **** of the resolution of their issue, and they should receive tracking information as well as the device soon.
  
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that ********************* has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.
  
  
  **************
  Visible Executive Relations Team

  Customer Answer

  Date: 08/03/2022

   
  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,
  
  *********************

• Initial Complaint

  Date:08/01/2022

  Type:Sales and Advertising 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 had my cell phone service with Visible in the past two months from June 1st through July 31st. But unfortunately, the Visible cellular service quality was terrible, with very poor cellular internet speed and connectivity. I reported this issue to Visible through their ******** messenger multiple times, but didn't get any resolution at all.I request Visible to refund me for what I have paid for the past two months of cellular services (total $30).

  Business Response

  Date: 08/02/2022

  Dear BBB:
  
  Thank you for referring the complaint of *********** to Visible for review. We appreciate this matter being brought to our attention.
  
  Jie activated their Visible service on 5/28. While they did chat in for assistance with their port in, they never contacted Visible regarding any service issues. When they did contact our Visible Care Team on 7/31, it was to request a refund for their service. Our care agents offered to investigate the service issue that *** stated they had experienced, but *** declined. Visible cannot offer refunds without investigation into the service issue, and Visible was never made aware of the service issue until *** ported out their service on 7/31.
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint. Should you have any questions, please feel free to contact the Executive Relations Team via email at *************************************.
  
  ****************
  Visible Executive Relations Team

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17650517
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********