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:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone **** was due on June 27th. I didnt get paid until the following day June 28th. My services were disconnected at midnight on June 27th. As soon as I got paid on June 28th, I paid my phone **** in the amount of $35. Visible never turned my services back on. I contacted customer ********************** and she said that there was an issue with my restoration order, and that she would have to refund the $35 that I had paid and then I would have to pay it again. I havent received my $35 refund yet. I ended up paying $35 again to get my services restored, again she said that there was an issue with the restoration order and would need to escalate my issue to a specialist and that my issue would be resolved in four hours. It has now been almost 48 hours and I am still without service and have paid $70 when my phone **** is only $35.

  Business Response

  Date: 07/31/2022

  Dear BBB:
  
  Thank you for referring the complaint of Karneisha House to Visible for review. We appreciate this matter being brought to our attention.
  
  Karneisha initially chatted in with Visible Support regarding the issues in restoring their account, as a payment was taken but the account was not reactivated. An escalation was done to *********** Services (MCS) to address this, as the account should have reactivated. On a separate chat after this, an agent assisted Karneisha in getting their account manually reactivated from Visible's end as opposed to theirs.
  
  The Visible Executive Relations Team (Visible ERT) began investigating this matter on July 29, 2022 after notice of the BBB complaint filed. After investigating the charges on our end and seeing that Karneisha was refunded for the additional payments on July 28, 2022, along with a few failed attempts on July 29, 2022 before a successful transaction did go through. We reached out to Karneisha informing them of this information, and with this stated we are 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 Karneisha House 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:07/29/2022

  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.

  WORST SERVICE EVER What ever you do stay away from this service!1.) They cannot even migrate a phone service from ******* to them, they will call this a "port" it is incorrect as they are owned by the same company.2.) The service - there is none.3.) They told me my phone transferred and without any communication ran up an $1200 **** with ******* because the number "never ported correctly" after a month of not letting my wife or I know.4.) They continued to charge me both the activation fee and the monthly fee even though after a 2-hour 3-way call with ******* this was their fault.5.) They suspended my service today because of their internal IT issues of the porting.6.) After promising a migration would be done in 24 hours - they never called me back, sent me an email of my call got pushed, cannot ever get a manager on the phone, and deactivated my service.If I can tell you to stay away from a cheap service, this is by far the fakest company yet. DO NOT USE THIS SERVICE.

  Business Response

  Date: 08/01/2022

  Dear BBB:
  
  
  Thank you for referring the complaint of *************************** to Visible for review. We appreciate this matter being brought to our attention.
  
  
  ****** attempted to placed an order with Visible for an eSIM activation of their personal device. With eSIM, a new phone number is provided to all members with activation and they have the choice to transfer their phone number (port-in or migrate) from another carrier to our Visible family after activation. On 6/29/2022, they contacted Visible Care via chat with a migration issue and a new eSIM order was placed during the chat with the assistance of the agent. The new eSIM order was placed successfully, and they requested to transfer (migrate) their phone number to our Visible family. ****** also expressed that they were locked out of their account due to too many failed attempts to log in, and was advised to attempt with the correct password within 24 hours. Their case escalated to Visible Support after system errors were found within their migration order. After an investigation, Visible Support emailed ****** advising that their previous migration request was canceled due to the error, and was resubmitted.
  
  
  ?On 7/14/2022, they contacted Visible Care to check on their migration, and with a service payment issue. They were advised that their migration request did not complete due to a system error, and that they were attempting to make a payment earlier than 7 days before their due date. Visible Care also provided ****** with the next steps for their log in issue by advising them to send in a screenshot of their log in error. ****** has not supplied the screenshots requested to our Social Team to date. On 7/28/2022, a 3 way callback was completed with Visible, ******** and ****** where it was confirmed their phone number still resides with ******* and is Active. The case was escalated once more for the error, and was under investigation. Their account then Lapsed due to non-payment on 7/29/2022, and they contacted Visible Support for assistance with their issue regarding updating their payment method within their account. Visible Support attempted to assist with their issue by guiding ****** through the steps to obtain access to their account as well as update their method of payment once signed in. This would allow them to update their payment information in order to resume their eSIM service with the phone number provided by Visible during activation. Any account update is done on the members side., and reactivation of a Lapsed account also occurs with a valid method of payment within the account itself. Numerous attempts were made by Visible Care to reactivate their service during the chat interactions in which all attempts failed. During the chat interaction, ****** requested to Terminate their Visible account on 7/29/2022, and their account was Terminated per their request.
  
  
  The Executive Relations Team (ERT) reached out to ****** on 7/29/2022 after receiving this BBB complaint, however ****** has not responded to ERT outreach. ERT discovered that their port-out details were requested within their account, sent to their email inbox on 7/29/2022, and their account Terminated per their request minutes after. In order to obtain port out information within an account, a sign in by the account owner is required. With this being said, Visible is a chat based company. Their phone number is currently showing not with Visible, and their migration did not complete. They were charged an initial service fee upon activation of their eSIM account in the amount of $25, and no additional charges were made due to the failed payments to their method of payment on file that occurred. Their service became Lapsed due to non payment, and then Terminated per their request.
  
  
  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:07/28/2022

  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 had phone that was stolen over 2 weeks ago. I have been paying for insuracne that cover theift of my device. ******************** has been deying my claim stating my phone was not in use on their network. I had tier 2 tech support send my the **** number of the phone that was stolen (because I do not have possesion of it) but they claim that phone (the numbers came from them) was not in use on their network. My device insurance (assurant) is not being honored because of this. I have paid for the insurance (and still am even now) for this device and they dont deny that. Chatt support is not helping with the issue and no supervisor has called my besides one when i requesed this. The numer to call back has a fake voicemail message so you cannot contact them. they are now not giving me any answers vis thier online chat (no way to get this resolved myself. I have lots of documented information inclusding screenshots of ***************** reps admitting they did not request that I be called.I am trying to get my replacement Iphone that is covered by their 3rd party insurance.The attached letter is from support, the phone was replaced on 8/2021 because of back glass damage (applecare) with a refurbished phone. I was not given a new box with the **** number on it/. Visible supplied me with th **** number that has been on account since that date vis email. The box I have attached is the origional phone purchased from Visible. They are claiming these phones were not in use on their network and are denying my claim. I also included the geek squad repair email when the phone was swaped out.I have much more info but this should be enough, please contact if more info is needed.

  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.
  
  Jason had phone that was stolen and needed a replacement. Visible partnered with Assurant to provide Visible device protection as a special service for our members. ***** filed a claim with Assurant, to get approved for a replacement. Assurant requires additional Customer Account Information (Billing Verification) to complete a Protection Plan Claim. When claims are filed through Assurant, the replacement device will be shipped via next-business-day delivery, when available, at no additional cost. Assurant asked ***** for the **** which he did not have. He chatted in to Visible Care and our Tier 2 team emailed him the device receipt. ***** chatted back in to Visible Care and stated that Assurant was saying that the **** was not correct and could not process the claim.
  
  On 7/29/2022 the Visible Executive Relations Team received the BBB complaint and reviewed ******* case history and chat logs on the account. Visible worked with Assurant to ensure that they were able to re-process, approve, and authorize for a replacement to be shipped to *****. On 8/4/2022 ***** confirmed that they were out of town but that their roommate had received the replacement device package.
  
  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:07/27/2022

  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'm a subscriber of Visible Wireless, owned by ******* and use their towers. Since the nationwide introduction of 5G, local 4G and phone service quality has decayed. In ******, ** the issue has become so severe it has made news in the local paper. Signal strength remains, but call quality is poor, calls drop and data is slow or non-existent where we once had good service. I have spoken to ******* Wireless via ******** Messenger (April 5, 21:30), as well as have Visible speak to them on my behalf about the matter. Despite the number of complaints from people in my area, ******* maintains they are having no issues and coverage is good. They refuse to investigate the issue, provide less than dependable service, but still demand their subscribers pay for it. I still maintain 2-5 bar signal most places both at home and in town but data often becomes so slow my Pixel 5 and Pixel 6 Pro phones display a "!" Beside the signal meter, while still showing LTE connection and bars of phone service. I have followed all suggested troubleshooting steps including Airplane mode, reboot, reset network, new SIM cards, software updates and even a brand new phone, yet they maintain "we have no service issues." The people in this area, myself included, are tired of paying for imaginary services. If they cannot maintain their existing services, they should not be implementing new services "5G" and then spit on their paying subscribers by insisting we are liars by claiming we are imagining loss of service.

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  RE: Complainant: ***************************
         Complaint Number: 17612879
  
  
  Dear Ms. ************************** you for contacting *************** of ********* Relations regarding ******************************* complaint.  In his complaint, received on July 23, 2022, ******************************* has a complaint in regard to experiencing degraded wireless service in his home area. 
  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,
  Liyah
  ********* Relations Analyst
  
  

  
  

  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.
  
  ****** contacted Visible's ************* on May 31st, 2022, inquiring about the amount of data usage the account was showing. ****** was provided the amounts as requested.
  
  The Visible Executive Relations Team (ERT) received the BBB complaint on August 3rd, 2022, and began investigating the matter. We emailed ****** to get the account verified and then sent ****** an email with troubleshooting steps for the slow data issue. ERT also included in the email all of the required information needed to submit a ticket to the ********************** In spite of multiple attempts, we have been unable to get in contact with ****** and ultimately, further assist him. Should ****** still need assistance, we would be more than happy to assist.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that [MemberName] 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: 08/06/2022

   
  Complaint: 17612879
  
  I am rejecting this response because:
  Each time I click the "it's me" link I land on a page saying there was an error and it couldn't be validated. If you'll provide me with a reference number, I can chat into Visible to resolve this matter. Also, Visible uses ******* towers, my issue is with *******, who has begun telling people in my area "we do not intend to expand or improve service in your area" This behavior is not professional or appropriate.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/25/2022

  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 transferred 4 cell phone lines to Visible. 3 of them were done even there were hiccups. But the line for my daughter, who just moved to a new city, Visible failed to activate the phone for 2 weeks now. I request the line transfer on 7/11/2022 and so far I contacted them more than ****************************** there were working hard and just wait 1~2 days. Still my daughter doesn't have a phone connection in a new city.They have only chat communication for customer support. And the agents have very limited info on the progress. I requested to a phone call with the supervisor and the agent arranged one and the person would call me in 30min - 1 hour. Now 20 hour passed but no call from them.******** is the case number.

  Business Response

  Date: 07/29/2022

  Dear BBB:
  
  Thank you for referring the complaint of Sunyou Kang to Visible for review. We appreciate this matter being brought to our attention.
  
  ****** was experiencing service issues that were related to the port-in, and the esim in the device they brought over from another carrier. The decision was made by ****** and ****** to switch to a physical sim card instead of the esim. Once the physical sim was installed, all service issues were corrected. We placed a service credit on the account equal to 1 month's service for the inconveniences they experienced.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that Sunyou Kang 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: 07/29/2022

   
  Complaint: 17621107
  
  I am rejecting this response because:

  Their response is misleading.  He said the 2 weeks of delay of the activation is due to my decision to switch from eSIM to physical SIM, and this is not the case.  Their customer ********************** agent told us there was a problem with downloading eSIM to my daughter's device after spending a few days.  So I had a call to a Visible customer ********************** person and asked him whether if we switched to pSIM then we could avoid the eSIM download issue.  But he said it was not the eSIM or pSIM problem, it was their system issue so we had to wait more.  After waiting more days, I contacted their chat agent and s/he told me the same thing. Basically no progress was made for 2 weeks until I filed a complaint to BBB.  After doing that, the issue was resolved magically.

  
  Also he noted that Visible gave us one month of credit, which is true.  But technically it's for 2 weeks since we didn't have their service for the half the month.  Also my daughter had to spend $38 for a temporary prepaid subscription to fill the gap.  So the one month of credit cannot cover the actual cost, not counting enormous time and effort we spent for the issue.

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

• Initial Complaint

  Date:07/24/2022

  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.

  I transferred my phone service to Visible to save money. The company promotion says if you have a party of 4 your **** be $25 a month. They **** each person individually. The company is deducting $40 per month instead of $25 I need a refund for all the months of the love billing. I am a member of a party of 4+ people. I have contacted Visible multiple times and they cannot fix the problem or are unwilling to.

  Business Response

  Date: 07/26/2022

  Dear BBB:
  
  Thank you for referring the complaint of ***************************** to Visible for review. We appreciate this matter being brought to our attention.
  
  On July 21st, ****** reached out to Visible Care regarding a billing issue with a discount not reflecting on their account. ****** continued to work with Visible Care until July 25th, when the Visible Executive Relations Team was alerted of the issue. The Visible Executive Relations Team worked with our internal partners to correct the billing on July 26th and also to add credits to cover the extra cost of the billing cycles where the discount was not reflected.
  
  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: 07/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business has resolved the issue and we are good.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/23/2022

  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 signed up with and paid for service from VISIBLE for phone service.With zero notice of any kind-email, call, text, or other communication-my account was terminated.After 40 minutes online chat(no phone service available) the end result was that they refused to cooperate.i just want my phone service and account restored

  Business Response

  Date: 08/01/2022

  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 (Visible ERT) began investigating this matter on 7/24/22 after notice of the BBB complaint filed. After reaching out to **** to gather more information regarding the account issue as the information submitted to the BBB did not match any account records aside from their name, we identified that the issue was with **** not being able to access their account and activate their Visible service to use it. We worked with *********** Services (MCS) to assist in getting the email issue and password issue fixed. The account we are working on has been activated, and we have reached out to **** to continue working on their password issue for their account but they have not responded in over 48 hours. 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:07/22/2022

  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 participated in the Visible SWAP program in which I had many conversations with the Visible Team (which they have record) and did confirm the phone was eligible for SWAP program. I have documentation of delivery of the new phone and documentation of receipt of the returned phone however I am now being told they did not receive the product even though I can provide proof of delivery. I am requesting the $107.25 be refunded as stated I have been consulting Visible since 6/10 and an agent will tell me yes everything is fine and we will provide the refund as stated in the program only to receive an email the next day saying sorry we did not receive the returned product and cannot issue a refund. From what I see on your website I am not the only one who has been subjected to this scam and I really feel this should be addressed with Visible.

  Business Response

  Date: 07/26/2022

  Dear BBB:
  
  Thank you for referring the complaint of ************************* to Visible for review. We appreciate this matter being brought to our attention.
  
  ************************* signed up with Visible on May 30th and participated in our swap program. This program allows customers to swap their old device for a brand new one when they transfer their phone number to Visible. There's other terms and conditions involved. Customers can see this information on our website here: https://www.visible.com/deals/swap
  
  If customers do not follow the terms and conditions of the swap program, they will be charged the retail price of the new phone we sent them. ******* was charged on July 1st, 2022. From July 5th to July 22th, 2022 our Care agents informed ******* that the refund was denied, every time they chatted in.
  
  The Visible Executive Relations Team began investigating this matter on July 22, 2022, after notice of this complaint filed. We found that ******* did return a device within the ******* timeline, however the device that was returned was not the one they listed during the registration of our swap program. It was a different one. We require the same device that was eligible for the swap to be returned. This wasn't done.
  
  In addition, we also discovered ******* did a chargeback with PayPal for the device charge on their account. Since the Visible Executive Relations Team got this complaint, we reached out to ******* multiple times and to date, we have not received a response.
  
  With all of this stated, we denied a refund for the charge, as the ******************** Equipment Identity (IMEI) of the phone that we received did not match the one that was promised on the initial order. Due to the chargeback we also cannot refund the charge as they will now have to work this out with their financial institution, PayPal.
  
  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: 07/26/2022

   
  Complaint: 17609628
  
  I am rejecting this response because:

  I have tried to reply to the link you provided and this is what I receive on the Visible website:

  Visible Message #1

  "We were unable to validate your email address. Please try again."

  I then responded telling Visible the link did not work.
  **************************************************************************
  

  Visible Message #2

  Hello,
  
  Thank you for your response. Please provide the First + Last Name associated with your account, and the last 4 digits of the device IMEI.
  
  **************
  Visible Executive Relations Team 

  This is crazy since you are responding via my account information and provided me the phone. 

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

  Visible can go back through the chat history and find the ***** that we spoke numerous times about.  I may be able to pull up my old provider and fine the old ***** so you can indeed confirm the phone was received.

  This seems to be a scam as how many people actually keep a record of the ***** of the phone that was supposed to be returned, and then all Visible has to say is oh we didn't get the phone or the ***** was different,

  how is a customer to provide that information after the fact? As far as a chargeback, Paypal would not work with Visible to resolve, this is why this has resulted in the BBB filing.  From what I see many customers have been through the same hassle with Visible,  I

  am asking Visible to hold up the **** deal as stated.  Can Visible provide the ***** of the phone returned?  And I would also like a copy of the chat history discussing the ***** from the beginning for verification and

  a history to show where I have been told several times the refund would be issued.  I can provide dates that many conversations have taken place, however when Visible ends there chat you conveniently no longer have access to it.

  Thank You

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

  Business Response

  Date: 08/02/2022

  Dear BBB:
  
  
  Thank you for referring the rebuttal of ************************* to Visible for review. We appreciate this matter being brought to our attention.
  
  
  A members IMEI is considered Sensitive Personal Information (SPI). SPI is unique to the identity of a specific individual. Visible is unable to disclose SPI to a member or another Visible Representative through any means (e.g., by phone, email, text, or chat). The Visible Executive Relations Team (ERT) provided chat transcripts to ******* via their email inbox on 8/2/2022 after receiving this BBB rebuttal. Visible Care agents do not disconnect the chat with our members as the chat will need to be disconnected on the members side. Chat transcripts are available upon request with private information removed accordingly.
  
  
  After a thorough investigation, our team confirmed that the device charge is not eligible for refund. This is because the device that was sent to us was not the device that was expected per the information that was provided by ******* on their original Swap order. Members enter the device IMEI they intend to return to Visible during the buy flow, or when placing the Swap order itself. There is no indication within any chat history on their account that ******* previously provided the intended device IMEI to our chat agents, as well. Per our Swap Program policy, if our members return a device with a different IMEI than the one they should send us to complete the swap, members will not receive a refund. This is based upon policy, terms, and conditions when the order was initiated with Visible. 
  
  
  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: 08/15/2022

   
  Complaint: 17609628
  
  I am rejecting this response because:
  I have requested via Visible that the phone they say is not eligible for swap be returned so that I may at least sell myself and recoup some of the funds they will not honor.  Also the chats provided were

  not the original chats when the process was started which showed the **** that I confirmed would work several times and was told would work with the **** program.  

  Here is the last email I received from Visible:

  This is ***** with the Executive Relations Team. After a thorough investigation, our team confirmed that the device charge is not eligible for refund. This is because the device that was sent to us was not the device that was expected per the information that was provided on your original Swap order. Members enter the device **** they intend to return to Visible during the buy flow, or when placing the Swap order itself. Per our Swap Program policy, if our members return a device with a different **** than the one they should send us to complete the swap, members will not receive a refund. This is based upon policy, terms, and conditions when the order was initiated with Visible. ERT is unable to confirm what device make/model was actually received in the warehouse.
  
  Thank you,
  
  **************
  Visible Executive Relations Team
  

  Since this was returned via Visible provided return label with tracking (which we have determined was received) why can they not find the returned phone model?  They will also not provide **** number that was originally (so they say provided in the **** conversation).  Again I am requesting my original phone be returned to me since it was not the correct ****# this should not be hard to find and return.  I keep getting the same emails requesting the same information with no resolution, again I can see many other customers have had the same experience.  They advertise something then conveniently change it so they can say it is no longer applicable.  I advise anyone speaking with this company to screen shot everything on their website and every conversation as

  you will need it!

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

  Business Response

  Date: 08/18/2022

  Dear BBB:
  
  Thank you for referring the rebuttal of ************************* to Visible for review. We appreciate this matter being brought to our attention.
  
  A member's IMEI is considered Sensitive Personal Information (SPI). SPI is unique to the identity of a specific individual. Visible is unable to disclose SPI to a member or another Visible Representative through any means (e.g., by phone, email, text, or chat). The Visible Executive Relations Team (ERT) provided chat transcripts to ******* via their email inbox on 8/2/2022 after receiving this BBB rebuttal. Visible Care agents do not disconnect the chat with our members as the chat will need to be disconnected on the member's side. Chat transcripts are available upon request with private information removed accordingly.
  
  After a thorough investigation, our team confirmed that the device charge is not eligible for a refund. This is because the device that was sent to us was not the device that was expected per the information that was provided by ******* on their original Swap order. Members enter the device IMEI they intend to return to Visible during the buy flow, or when placing the Swap order itself. There is no indication within any chat history on their account that ******* previously provided the intended device IMEI to our chat agents, as well. Per our Swap Program policy, if our members return a device with a different IMEI than the one they should send us to complete the swap, members will not receive a refund. This is based upon policy, terms, and conditions when the order was initiated with Visible. 
  
  In the terms and conditions provided on the website and during your new account setup, members are not able to get their old equipment back once it has been shipped to Visible. After they are inspected, they are recycled and we have no way to get them back. We also cannot provide any credits for this matter as included in our BBB response and the BBB Rebuttal.  
  
  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: 08/24/2022

   
  Complaint: 17609628
  
  I am rejecting this response because:  Visible only provided chats after I questioned the charges.  I have asked for chat history from the point of sign up going forward.  This seems

  to be the general issue with Visible and other clients.  I still believe I should receive the reimbursement as the first issue stated was timing when I provided evidence of

  that it switched to IMEI# which I have no way of providing now that I have returned the phone.  Visible keeps sending requests to verify the email which I have done

  many times and still get no response.  I have been told the only way to communicate is via ******** or instagram which I have neither.  If they can email me

  why can they not accept a response back.  I am older and feel this is a scam to someone who lives on a fixed income and try to cut my bills as much as possible only to be scammed out of $107 dollars.  At this point what is my next option the FTC?  Researching Visible and the complaints there are many with similar issues about promos that were not honored.  BBB should be investigating this company further.  This is very frustrating and stressful to a customer and ******************** should be held accountable for their actions.
  
  Sincerely,
  
  *************************

   

• Initial Complaint

  Date:07/22/2022

  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.

  On June 20th I started service with Visible so I could bring my family over to your service. I was unsuccessful with getting the "trial" to work so I paid the $25 for a month of service. I was able to get my iPhone and Apple Watch to work on the service. on July 2nd I received a replacement Apple Watch from Apple and was unable to activate the new watch and also unable to activate the old watch so I asked support for help. I was told by two agents I needed to wait for a billing cycle to end, July 20th, before I could do any changes. This information is not on your site anywhere, I asked. When my new billing cycle started, same thing, unable to activate the watch. Support told me that I didn't need to wait and the last agent didn't know what they were talking about. Case was escalated (********). They told me it would be fixed in 4 hours. Then they told me 48 hours. I am here today and guess what? It still doesn't work. When I talked to support again they said I needed to wait until another billing cycle. Then I received an e-mail from support asking me to contact them if I still wanted to have an Apple Watch on my plan. Seriously? This has cost me countless hours trying to get a resolution and I just can't continue to devote any time to this. This has been the WORST customer experience I think I have ever experienced from any telecommunications business. I would like the $50 I have spent on this service refunded.

  Business Response

  Date: 07/23/2022

  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 has closed ******* Visible account at their request, and has refunded all of ******* payments to Visible, totaling $55, to the original payment method.
  
  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: 07/25/2022

   
  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. I received an e-mail promising a full refund for payments made to Visible totaling $55. Refund has no reached my credit card but I am sure it will in the next few days.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/21/2022

  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 was trying to port my no. out from visible because of their poor signal. Before I ported out my no., my account has been automatically closed. And when I contacted my new carrier , they said my account needs to active and needs the account no and pin no to do the transfer. Now the pain started, every time I contacted Visible on line chat, (yeah, that is the only way you can contact their customer *********************** , the agent gave me the different answer for the solution, and only ask me to wait for the solution email from their tech team(which of course can't solve the problem) in 4hrs. I don't even remember how many 4hrs I have been through, still I am siting here without phone connection for more than 3days. I had enough back and forth, and been kicked out like a ball. Their customer ********************** is absolutely useless and time wasting.

  Business Response

  Date: 07/22/2022

  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 complaint from ***** concerning porting out from Visible. The port was submitted originally on July 19th and showed completed, but the number did not fully transfer and was still with Visible. ***** was having issues with obtaining the Number Transfer Pin and Account Number due to the account terminating from the original port out request.
  
  We manually reactivated the account in order for ***** to resubmit the port request with the new provider. ***** said they needed to keep the account active for at least another week until the arrival of a new sim card. ***** was successful in obtaining the Number Transfer Pin and Account needed to port out to the new provider.
  
  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