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:06/10/2022

  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.

  On Jun 8, 2022 I received an e-mail stating that my Swap phone device was never received and that I would be charged for the phone they sent me. I contacted them since the *** shipping number shows as delivered. They apologized and said they would have someone look into it and let me know. I received two e-mails stating they were still looking into it. The reference number is [#********]. Then I received another e-mail stating "Unfortunately, upon further investigation we are unable to proceed with your request. Our decision is final and may require that you reach out to *** for additional support." I also see they charged me $138.45 for the new phone, which they took from my credit card without my direct authorization. I've contacted their support twice since then, an neither asked for the *** tracking # (1Z421EA80601361056). I will try to include a picture of the shipping label. Nobody would tell me anything further other than the decision is final and to contact ***. I tried explaining that I didn't pay *** for their services, therefore I don't know if there was insurance, nor what they would do beyond telling me that it was delivered. I asked if someone could explain if the package arrived crushed, or in some other way damaged. They just said to contact ***. I asked to speak with someone who had more info, they said the decision is final. I asked if I could return the phone they sent me and I am being charged for, and they said "Unfortunately that is not a part of the process and money cannot be refunded if you return this phone." I do not understand how they can make a decision and not explain why, nor why they think that *** will do anything for me without any information. If they cannot show proof that they did not receive my swap, nor are willing to explain what they mean, and they cannot return my phone, I want a full refund. Hopefully they do not hold my phone number hostage as others claim on ********* I wish I had never switched.

  Business Response

  Date: 06/12/2022

  Dear BBB:
  
  
  Thank you for referring the complaint of ********************* to Visible for review. We appreciate this matter being brought to our attention.
  
  
  **** placed an order for the Visible Swap Program on 5/7/2022 which allows new members who have an incompatible and unlocked phone to swap their phone for a new device along with transferring their phone number from another carrier (port-in). It's free if they swap and activate their new phone within 14 days of completing their order, otherwise, they're charged the price of the phone. Only incompatible Android devices can be swapped in by members. The device **** received for free for our Swap Program included a Subscriber Identity Module (SIM), and their service activated on 5/12/2022. On 6/8/2022, **** contacted Visible Care via chat inquiring about the charge placed on their method of payment for not returning the Swap device per our Swap Program. The case was escalated to Visible Support for an investigation, and it was confirmed that the item returned was not an Android device. ******************** Care, and Visible Support advised **** of the denial of the refund.
  
  
  The Visible Executive Relations Team (ERT) reached out to **** on 6/11/2022 after receiving this BBB complaint. ERT confirmed that the resolution provided to **** previously was a valid one, and the item returned was not an Android phone. The refund request has been denied. With this being said, when a member returns a device with a different **** than the one they should send us, and/or the **** is an invalid one they will not receive a refund. This is based upon policy and terms and conditions when the order was initiated with Visible, and the decision is final. **** has the ability to sign into their Visible account, and request a port-out PIN in order to transfer their phone number to another carrier.
  
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that **** Duarte 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: 06/13/2022

  
  Complaint: 17413469
  
  I am rejecting this response because:
  I sent in my old HTC Evo 3D. It is an Android phone, as can be easily determined by turning it on.  Their initial response to my BBB inquiry stated: "We do not see any indication that your returned phone was received, but we're reaching out to our logistics team to request their assistance in double-checking." Which is in line with their original statement that they didn't receive the package and that I needed to contact *** for further info.  Then, today 6/12/22 they contacted me again to tell me that the phone was not an Android phone. When I questioned this, asking if they truly looked over the phone, including inquiring about the serial # and model # of the phone they looked at, they replied:
  "We understand the importance of staying on top of things, and have you covered. The *** tracker shows that an item was returned to our warehouse, however the **** for the item was not an Android device per our **** program qualifications. Our team is not able to provide the information you are requesting related to a video, model number, serial number etc. of the item you returned.
  With this being said, it has been confirmed that the device **** you entered while placing the **** order is not an Android smartphone as required for the **** program. Based on these findings the refund is denied."
  I asked again for a bit of clarity to make sure I understood them properly, within 14 minutes of their last message, and have not received a response other than this now on the BBB.
  The phone I sent is the Android device I said I would send, yet they're claiming it is not an Android device.  They will not send it back to me, nor have proof to show me that they even looked at it, nor will they take their phone back so I can one way or another get a refund for this money I was not ready to spend.  I followed the website instructions ( https://www.visible.com/deals/swap ) for the offer and mailed in the Android phone.  I just want them to honor their end of the deal, which was to take my Android phone that isn't compatible with Visible and replace it with a Visible-compliant phone for free so that I could use their service.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/15/2022

  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 reviewed the rebuttal and completed a secondary investigation. In this investigation it was found the device ID they provided was consistent with the device ID on their original order. We reached out to our ****************** who issued a refund to ****. They were informed of the refund process and timeline.
  
  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:06/08/2022

  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.

  Hello Ive been having ongoing issues with this company Visible. They have very low ratings all over the Internet. They promote false advertisement and have extremely poor service. I was promised a $300 virtual gift card and Visible wont issue it to me. I legal proof/documentation that guarantees Ill be receiving the gift card from Visible. A visible representative stated that I would be receiving a $300 gift card after having service with a new account being made, all stated by Visible. Now that the requirements have been meant and followed with a new account, Visible is making excuses on issuing the $300 gift card thats been promised. I dont understand what type of peoples working for this company and why they think they could do this to customers.

  Business Response

  Date: 06/09/2022

   

  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 confirmed ******* qualified for both a $200 Choose Your Own Gift Card and the HomePod Mini promotions. As the HomePod Mini promotion is out of stock, Visible has provided ******* with two Choose Your Own Gift Card promotions totaling $300.
  
  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: 06/22/2022

   
  Complaint: 17328941
  
  I am rejecting this response because: Ive contacted BBB before regarding to a situation thats been partially resolved. I was advised that my phone/network purchased from the merchant will be automatically locked after 60 days of activation. I was advised to create a new account for the activation to be automatically unlocked, but now this company is giving me more hassle. Ive switched my service provider, but I cant even use the phone. I would like for the network to be unlocked. Ive been traveling so far without having any service all while paying for another provider where I can even use their service for the current phone, because the network is unlocked. This is beyond ridiculous and dangerous! The screenshot shows the agent stating for me to create a new account to have the phone unlocked. Ive meant all the requirements.
  

  
  

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

  Business Response

  Date: 06/22/2022

  Dear BBB:
  
  Thank you for referring the complaint of *************************** to Visible for review. We appreciate this matter being brought to our attention.
  
  ******* purchased a phone from Visible October 19th. Per Visible's Device Unlock policy, devices purchased from Visible will be unlocked for use with other providers 60 days after the device is activated with the account that made the purchase. ******* did not activate service on this account, which was automatically closed for inactivity December 19th.
  
  As the account was closed before activating service, it cannot be reopened. The screenshots provided indicate ******* was advised they would need to create a new account if they wished to receive service with Visible, as the prior account being had been closed.
  
  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: 06/22/2022

   
  Complaint: 17328941
  
  I am rejecting this response because: The screenshots show and state my network will automatically be unlocked after 60 days of service and creating a new account, which all has been completed and followed. I was having issues activating service under an old account and no one was really able to assist me after multiple attempts. How can customers follow procedures if you guys arent fully able to assist with technical problems whenever you have extremely poor unethical service with no dial out phone support? I was told my network would be automatically be unlocked and no judge will rule Visible in favor, now please honor it. Its disgusting that me and many other customers are experiencing this, according to reviews. If this goes further you guys individually can be held accountable. The screenshots show Ive been trying to use service under the initial account, with the number being ported out the same day but no one was able to resolve it. I was told multiple times Ill be receiving a callback from managers weeks to months with no callbacks. There wasnt any response from agents in the chat where it appears if Im talking to myself. Your company is now illegally engaging in fraudulent activities. You are a 1 star business and have multiple complaints. Your terms and conditions include honoring what the merchant is telling the customer. Please unlock my device.
  
  Sincerely,
  
  ***************************
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/27/2022

  Dear BBB:
  
  When it comes to this being brought to our attention once more regarding the action of addressing the request of unlock as well as the $300 promotion, the Visible Executive Relations Team (Visible ERT) has already done so.

   

  Addressing the device unlock policy first: It was stated in the complaint response the reason why the device cannot be unlocked at this time.

   

  "******* purchased a phone from Visible October 19th. Per Visible's Device Unlock policy, devices purchased from Visible will be unlocked for use with other providers 60 days after the device is activated with the account that made the purchase. ******* did not activate service on this account, which was automatically closed December 19th. As the account was closed before activating service, it cannot be reopened, and the device cannot be activated on this account.

  
  Visible, as a wholly-owned subsidiary of ******** has implemented a 60 day unlocking policy that is consistent with the locking waiver granted to ******* by the **** This unlocking policy was implemented to limit fraudulent device purchases. Devices purchased from Visible are locked to our network for 60 days after activation. Once 60 days post-activation with Visible occurs, the device will automatically be unlocked and a customer will be able to use it on another carriers compatible network. Visible's policy was disclosed at the time of device purchase and elsewhere on Visible's website. Visible is serving a legitimate interest in fraud prevention by uniformly and consistently applying this policy, and allowing exceptions other than for military personnel deployed overseas would eliminate the fraud prevention benefits derived from the unlocking policy."

   

  As for the promotional inquiry: We have handled their promotional request on a separate BBB complaint, as two were submitted to the BBB and were brought to our attention. The ticket for this is under BBB 17328941, and we have provided the promotional value of $300 to ******* with no indication or reference that this was not received in the rebuttal that was recently submitted.

  
  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

  Customer Answer

  Date: 06/30/2022

   
  Complaint: 17328941
  
  I am rejecting this response because:
  Complaint: 17328941
  
  I am rejecting this response because: Service has been used/completed for over 60 days as required. The terms and conditions for the unlocking policies are attached in a screenshot. Visibles policies doesnt state creating a new account will then make the phone eligible for unlocking, it clearly states as long as you have service for 60 days. I was advised to create a new account by the representative, and that the phone will be automatically unlocked after 60 days of service. The device already has met the requirements to be unlocked, and the screenshot of Visibles unlocking policies is attached below. According to ************** from Visible Executives the requirements have been meant, because she said the unlocking policies can be found on their website. The device had ******************** for over 60+ days.

  https://www.visible.com/help/device-unlocking-policy
  
  Sincerely,
  
  ***************************
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/08/2022

  Hi, Ive had activate service from March 15th, - June 15th with Visible thats for over 90+ days totally. The most relevant information have been attached, showing that I have started service on March 15th and ended service on June 15th. The payments from statements have been attached as well. All of the requirements have been meant and

  Business Response

  Date: 07/13/2022

  Dear BBB:
  
  
  Thank you for referring the rebuttal of *************************** to Visible for review. We appreciate this matter being brought to our attention. The complaint ID for this rebuttal is related to a previous, and resolved Promotion Issue.
  
  
  As it relates to the device unlock issue the member experienced and expressed within the rebuttal, Visible is unable to unlock a phone unless it has been activated, and used on the same account on which it was purchased. Doing so will allow the device unlock timer to begin which will automatically unlock the device after 60 days. The denial has been made previously, and remains in place as denied.
  
  
  Visible's 60 day locking policy is designed to be consistent with our waiver from the **** and was implemented to limit fraud. Devices purchased from Visible are locked to our network for 60 days after activation. Once 60 days post-activation with Visible occurs, the device will automatically be unlocked and they will be able to use it on another carriers compatible network. Visible's policy, which was disclosed at the time of purchasing the device, is available conspicuously on our website. We are serving our legit interest in fraud prevention with a consistently applied policy.
  
  
  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: 07/19/2022

   
  Complaint: 17328941
  
  I am rejecting this response because: The legal department has already taken care of the issue, thank you. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/05/2022

  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.

  I paid Visible $25 for cellular service on 5/20 through 6/19. I contacted Visible through customer supporter via chat on 5/20 to discuss the issues I was having with poor cell service where I work. They said they would have a representative call me within 1-2 hours. Instead I received a call 17 hours later while I was asleep with no call back number. Because of there being no resolution to my concerns I decided to switch carriers to ******** Then I asked to port out my number with Visible and it took almost an entire day. I had to contact customer support again to get help with this. That day I canceled my Visible account on 5/23. Since then I have asked for a refund and they have stated that they are unable to give me one due to company policy. I am requesting I refund of $25 once again from the BBB. Thank you for your help in this matter.

  Business Response

  Date: 06/06/2022

  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 service issues, as they were receiving duplicate SMS messages on their device. They asked for a callback, and based on the escalation from our Tier 2 department the call was not answered when we reached out and ***** was emailed to chat back in with Visible Support to provide more information to look into their service issue further. ***** then chatted in wanting to know the status of their number transfer out from Visible, and we provided the information that it was still pending. The port out from Visible is officially complete.
  
  The Visible Executive Relations Team (Visible ERT) began investigating this matter on 6/6/22 after notice of the BBB complaint filed. After review of ******* account and interactions, the decision still stands on the denial of the refund request per our terms and conditions here at Visible.com/legal/terms-and-conditions. If we were to resolve these issues or look into them, the compensation for this matter would have been in the form of a service credit. 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:06/05/2022

  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.

  Tried to switch phone services from ******* to Visible. I was chatting with someone for 3 1/2 hours yesterday and even though it said my phone was activated, I could not make calls or texts except to one person in my contacts. Visible could not get my phone working. They finally sent a request to their tech team in which I was supposed to get an email within 4 hours. I finally went to bed last night (7 hours later) and still had not heard from them.This morning I found an email, did all the instructions requested and phone still did not work. Chatted with Visible and requested to speak with someone on the phone. 2hours later I got a phone call only to be told this issue could not be fixed today and not sure how long it would take-I did appreciate the honesty. I requested to cancel Visible phone service and asked for activation fee back. I received a note today from Vlad stating after reviewing their policy I do not get a refund. I am asking that due to very poor service and incompetent people and my phone never worked to get my activation fee back.

  Business Response

  Date: 06/06/2022

  Dear BBB:
  
  Thank you for referring the complaint of *************************** to Visible for review. We appreciate this matter being brought to our attention.
  
  ***** initially chatted with Visible Support regarding their activation issues. After the agent assisting them got their account activated, ***** reported that they were not getting any service afterwards. The agent assisting them performed troubleshooting with ***** but to no avail, and afterwards a network ticket template was escalated to Visible Tier 2. Tier 2 reached out to ***** regarding additional troubleshooting to try as we noticed internally there was a device issue preventing the *** from being properly used. ***** chatted in after this stating that they wanted to cancel and get a refund for their service payment to Visible, in which it was informed that a refund could not be given due to Visible's refund policy at Visible.com/legal/terms-and-conditions.
  
  The Visible Executive Relations Team (Visible ERT) began investigating this matter on 6/6/22 after notice of the BBB complaint filed. After looking into the interactions and what went on with ******* attempts at gaining service, we reached out to them and offered a one-time refund exception if they confirmed the termination of their account. ***** stated we could do so, 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

  Customer Answer

  Date: 06/08/2022

   
  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:06/04/2022

  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.

  Visible website mentioned that esim is available. I created a profile with a email id . i didnt get options for esim . later cs told me to try again and i was able to get esim in few attempts. but while porting the issue was that they did not delete my number from my older profile ( non esim ) . so i was stuck with a new number and was disconnected from my original number. but i ended up not only missing calls but also paying two bills as i crossed the date of transfer. i am forced now to maintain two accounts but despite multiple attempt to reach customers service the porting is delayed.

  Business Response

  Date: 06/05/2022

  Dear BBB:
  
  Thank you for referring the complaint of *********************** to Visible for review. We appreciate this matter being brought to our attention.
  
  Soumitra initially chatted in with Visible regarding their number transfer after eSIM activation. Soumitra started the number transfer to Visible but had temporary number generated in the mean time by Visible until the transfer completed. Based on the complaint, it appears that Soumitra thought the number transfer they started would be wiped and they would keep the new number.
  
  The Visible Executive Relations Team (Visible ERT) began investigating this matter on 6/5/22 after notice of the BBB complaint filed. After review of the complaint, interactions, and notice that the number transfer had completed, we reached out to Soumitra to confirm if this was the case and they mentioned the matter had been resolved. 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.
  
  ***** M
  Visible Executive Relations Team

• Initial Complaint

  Date:06/03/2022

  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 tried to port in a phone number, ************, from ******* to Visible on Friday 6-3-22 at 7am. I contacted Visible 4 hours later and they said call ******* as the number was cancelled. I called ******* and they told me Visible has the number thus why it was cancelled on their end. I have had my phone number for 16 years and Visible has told me all day lies after lies of when they would fix it. I need this fixed immediately.

  Business Response

  Date: 06/05/2022

  Dear BBB:
  
  Thank you for referring the complaint of *********************** to Visible for review. We appreciate this matter being brought to our attention.
  
  **** initially chatted with Visible Support regarding their number transfer (migration) to Visible from ******** The issue was that their service disconnected, but did not immediately activate with Visible. This was later escalated to *********** Services (MCS) to resolved, and during this time **** chatted in for updates regarding the migration.
  
  The Visible Executive Relations Team (Visible ERT) began investigating this matter on 6/4/22 after notice of the BBB complaint filed. After reaching out to **** to let them know of our involvement, we worked with MCS to get their number transferred over. On 6/5/22, their number was successfully transferred, and **** confirmed services were working. We provided them a $15 credit as compensation, 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

  Customer Answer

  Date: 06/07/2022

   
  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,
  
  ***********************

• Initial Complaint

  Date:06/03/2022

  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.

  This company has had zero customer ********************** for a major issue that began well over 2 months ago. Visible promoted an upgrade policy where when 50% or more of your original phone loan was paid off, the customer was eligible for an "upgrade". The upgrade would allow a customer to purchase a new phone, with a loan the affirm of a similar model to the previous. After issues with the app, I reached out to visible to assist me with the upgrade process, which they did. Once I received my new phone I was then instructed to return my old device, which I did. The concept was that once they received my old phone as part of the upgrade procedure, they would pay off the remaining balance for the first loan while I paid off the new phone. It has been months and the company continues to lie to me about why I am continuing to pay for both loans. I have emails and screen shots to prove that they are liable for walking me through the upgrade process, ensuring that I was eligible for the upgrade, and taking my old phone. I have an email just from today from visible, changing their story once again to figure r their narrative, that they are actually not liable for the old phones and that I would have to contact assurian as they are the company that is solely responsible for the upgrade procedures. After talking with supervisors from assurian I quickly learned that they had Nothing to do with visibles upgrade procedures and had no idea where my old phone would be, as they stated they are just an insurance company. I am expecting visible to 1) pay off my original loan as promised, and refund me for the months I've been paying. If they refuse and continue to make up their own rules, then I am demanding my original phone to be returned in good condition where I can then refund this new phone as well as the loan attached to it. Visible is responsible for stealing a phone from me and charging me to pay for two phones, one of which I no longer have.

  Business Response

  Date: 06/03/2022

  Dear BBB:
  
  Thank you for referring the complaint of *************************** to Visible for review. We appreciate this matter being brought to our attention.
  
  ******* contacted Visible Care May 21st to report that they had placed an order for a new device via ********************'s Upgrade Program, where a member may return a previously financed device to ********************'s Upgrade partner Assurant for a partial refund after purchasing a new device. ******* indicated that they had returned their old phone, but had not received the partial refund.
  
  After investigating, Visible Care agents confirmed that the order had not been placed utilizing the upgrade program and that no return label had been provided, preventing a return from having taken place. Visible has no record that ********* device was returned per the terms of the upgrade program.
  
  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: 06/03/2022

   
  Complaint: 17296267
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/07/2022

  The reasons Visible claims are all false and they fail to follow the chronological incidents that have occured while following up on their "partner" companies. They first claim that I did not follow the upgrade procedures properly and did not qualify for the upgrade. The qualifications were that I paid 1. Paid off 50% of my original phone, which I did, 2) upgraded the phone to a similar model ex. The Pixel 4 to my current Pixel 6. And 3) return the original device in good condition, which I did. To start Visible had their employees walk me through the upgrade process because their app was not allowing me to make the purchase. Any issues with the upgrade policy should have and would have been noted to me then over the phone, but they told me I would be qualified and continued the purchase. If I was not qualified for the upgrade they also would not have sent my newly purchased phone with a return label for the old phone. Assurian who is their "partner" company and who visible claims has my original phone has told me multiple times that they do not hold visibles phones for upgrade procedures at any point. To clarify this we should bring Assurian into this conversation to confirm what I am saying. Another company we should get involved in this conversation is Affirm. Visible also claims to me that they are waiting for Affirm to close the original account, yet Affirm tells me that they are waiting for Visible to give the green light to close it. All in all out of the 25+ times I have set up calls for Visibles managers to call me they have called once (2 hours late while I was at work and told them specifically I would not be able to chat. The rest of the times they claim the managers are too busy, they are going to call any minute, or that they did attempt to call; but somehow that is the only phone call/message that I didn't receive that day. Affirm and Assurian I can call and be on the phone with a manager within minutes. Beyond a nonexistent "chat center" visible has no employees available for conversation to assist in my case. They push each issues to the next employee and come back with no results. I say we all hop on a phone conference and straighten out between visible and assurian and affirm. I have been getting vastly different answers and they only inconsistentcy is through Visible. Somewhere out there somebody has my original phone and someone is responsible for closing my original account; and Visible is the only company out of the bunch without an answer.

  Customer Answer

  Date: 06/08/2022

  Attached below is the last documents I have about my phone's return. The first was the shipping label that they had sent me the new phone in. I used this same label and box to return of the old phone. The second is a screenshot from visibles app, showing I only have one open loan/payment. The third is a recent email from affirm to show and assure me that they are pending the closing of the first loan based on Visibles approval. Affirm cannot close the account until visible approves but because they have nothing to do with the original phone or upgrade program.

  Business Response

  Date: 06/09/2022

  Dear BBB:
  
  Thank you for referring the complaint of *************************** to Visible for review. We appreciate this matter being brought to our attention.
  
  The tracking number listed in the screenshot ******* attached to this ticket shows the outbound shipping label for their device purchase, with ********* address listed as the destination. Per ***** tracking, the last update for this tracking number was that the package was delivered April 1st to a location matching the address ******* provided on this BBB ticket, and was signed for by "**************".
  
  Visible has no record of ********* phone being received by Visible, nor do we have record of receiving a package with this tracking number.
  
  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: 06/09/2022

   
  Complaint: 17296267
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/03/2022

  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.

  Visible Wireless charged my bank account a $107.50 fee for a device they claim was not returned to them. I shipped my device in a return bag supplied with the shipment of my new phone. Visible refused to refund this charge with an advertised free price. Case Number ******** order # ********

  Business Response

  Date: 06/04/2022

  Dear BBB:
  
  Thank you for referring the complaint of *********************** to Visible for review. We appreciate this matter being brought to our attention.
  
  **** ordered a phone from Visible April 30th via Visible's Swap program, where new members can trade a device that is not compatible with Visible for a new phone when porting into Visible. After Visible had not received ****** incompatible device as requested in the terms of the Swap program, **** was charged $107.50 for the phone they ordered.
  
  After discussion with ****, it appears that they had unintentionally shipped their incompatible device to a third party, intending to return the device to ********************. Visible has made an exception, and issued a full refund of $107.50 for the Swap payment.
  
  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: 06/04/2022

   
  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:06/02/2022

  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.

  Hi ******************************* I am filing this complaint today against Visible mobile to get my iPhone 13 ********** unlocked and keep my phone number ************. I brought my brand new iPhone 13 *** from Visible mobile (3/1/22 using affirm as full payment) I activated my phone service march 2, 2022, with the help of visible chat. I have paid my **** on the second of each month. I have taken screenshot of my account to proof dates, and active service. I have followed all the guidelines and fulfilled the 60 day policy and they still havent unlocked my phone. I had to endure different customer ********************** agents telling me lies. I was first told that I havent had service for 60 days yet so they cant unlock my phone. I must have activate service for 60 days for them to unlock my iPhone 13***. So I sent screenshots of my account payments which is in their system, because I can see it in the visible app. I was also giving my 3 months of service gift card. Which visible sees in my account. Lost chat! Then One sent me an email telling me that they had no record of my phone (that I was using at the time) being actived, which was active at the time on their network. There is only one phone on my account which was brought, and serviced by visible mobile. Visible started this new locking the phone on 4/28/22. Which is almost 60 days after I brought my phone, so I dont understand why they are putting me through h*** to get my phone unlocked. I have sat in xfinity store for 6 hours trying to get visible mobile to release my phone from their carrier lock. My phone service is currently off because I dont want to continue service with visible mobile. Because of visible refusing to unlock my phone I have now lost my phone number, that Ive had for years, the only number my son knows. I use my phone to drive for Uber eats, so I cant work without my phone. Im losing money and time behind this whole thing. I would like my iPhone 13*** unlocked, and to keep my number.

  Business Response

  Date: 06/07/2022

  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 device unlock inquiry, as they mentioned their device had been registered and activated on Visible's network over our 60 day unlock timeframe. This matter was escalated to Visible Tier 2, who informed ****** that their account did not show the device was registered despite ******** screenshots and statements.
  
  The Visible Executive Relations Team (Visible ERT) began investigating this matter on 6/2/22 after notice of the BBB complaint filed. After reaching out to ****** to let them know of our involvement, we noticed there did seem to be an internal error with what was showing on the account versus what was showing in our more sophisticated tools elsewhere. After notice of this, we worked to get the device unlocked which was officially completed on 6/7/22. We reached out to ****** to inform them of this, and with this matter resolved 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:06/01/2022

  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.

  Due to a system error on visible wireless' end my phone has been locked to their SIM despite fulfilling their requirements for unlock (use of service for 60 days with the phone purchased, I've done 6months). In the attached e-mail, Visible wireless confirms that in their "system" that the "fired date" got reset because I switched from physical sim to eSIM and that I have indeed been using their service since I got the phone (december 2021). Talking to ****** (same person on the e-mail) on the phone she explained the engineering team who has access to unlock understand the system issue but refuse to resolve. As of today, I have cancelled my service. Please force Visible wireless to unlock my phone.

  Business Response

  Date: 06/07/2022

  Dear BBB:
  
  
  Thank you for referring the complaint of *********************** to Visible for review. We appreciate this matter being brought to our attention.
  
  ****** contacted Visible care May 28, 2022, stating their device was still showing as carrier locked. After further investigation, it was determined that an error prevented ****** account from recognizing the device had been activated with Visible, preventing the device from unlocking automatically. After confirming the device had indeed been activated more than 60 days prior, the Visible Executive Relations Team requested the device be unlocked June 1,2022.
  
  The Executive Relations Team received confirmation June 6th that the device is now 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 because of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.