Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/13/2024

  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 the Visible company because they were the cheapest option with regards to cell phone service. Immediately after I signed up with them, I realized that my phone only worked through Wi-Fi. I have no data, no Internet. So I signed up for a plan that is in effective. I want my money back. All of it. My phone has never worked with visible. I've tried so many times to try to get them to fix the problem. I've spent days on the phone with them. To no avail. And now they're refusing to Help me because I don't have a way of verifying my account. But that's not my fault. Because I don't have Internet. They've ripped me off. I want my money back. I'm suffering from some serious health issues I don't need the stress of this. My doctor can't seem to get a hold of me and I don't have any way of calling for help if I need it. I just want my money back. I paid for seven months. $225 is what they owe me. They have caused me so much pain and stress. I don't need it right now. I'm sick. I don't have the time or energy to be deal with them. I'm gonna have to go find service somewhere else now. I just want my money back. They can cut me a check, because at this point, I am not willing to give them any of my credit card information. I'm only asking for my money back. Nothing more. I have in fact, asked them To have a supervisor reach out to me. But they Refuse. I have actually contacted ******* about Visible company. They were asking me for my credit card number. I didn't feel comfortable giving it to them. That shouldn't be a way of verifying your account with them. Doesn't seem secure. And I didn't feel comfortable giving it to them. Nor should I have to. If someone would've reached out to me, that would've be great. Either way. I want my money back. That's all I want. They haven't been willing to help me at all.

  Business Response

  Date: 10/11/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 10/15/2024

  I'm really upset. They totally lied. They claim they tried to get a hold of me on October 6. They didn't call me or anything. They could've called me. No phone call. As far as them trying to contact me and claiming that I didn't have an interconnect connection. Even if they did get a hold of me, I don't have an Internet connection, Internet connection because they are my Internet connection provider. Which is why I want my money back. It's never worked. And they're liars. I was charged for seven months. So I actually got my math wrong. They owe me $325. My number is ************. I have some pretty serious chronic health issues. I am not always able to check my email. So it's better to call me on the phone. Because I'm sometimes I'm just too sick to go down to ******* to use their Wi-Fi to check my email. Because my connection with Visible does not work. They took my money. I have no Internet. They took my money and I have a product that I can't use. But it's kind of ironic that the only time I was ever able to contact them was when I was loaded up in the queue a new customer. They're really quick to take your money. But then when it comes down to using their product, it doesn't work. They are rip offs. I want my money back. 

  Also, I didn't just try to get a hold of them three times. I have spent days and hours on the phone with them. I have tried to get a hold of them probably 30 times. Liars.

   

  Business Response

  Date: 10/23/2024

  Please see our attached BBB response

• Initial Complaint

  Date:09/11/2024

  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 bought a phone from visible after using it a couple of weeks ,I started having problems with it,I called visible,a technician,checked the phone ,out,told me it was a defective and he then with a visible agent told me to send it to another company to be repaired,that it had a 12 month warranty. I contacted them and they sent me a form to fill out and to mail it to them. But on the form was a place to put in the *** Numbers but couldnt get those numbers cause couldnt turn phone on they said they could not except it without those ********** I told visible they kept giving me other places to call for them to fix it,but in each case,they wouldn't work on it,this went on for a month,still I had no phone, i asked them to get it fixed are give my money back they replied with you should have sent it back in 8 days,yet they told me to send it to a company in *******,now they offer me 10 ,dollars , I feel like im getting the run around,I paid for a phone and feel they should fix the problem,not to have me,goung from place to place trying to get something fixed,Visible sent me a receipt,and told me to send it to a place in ** that they would fix I did as they said and got an email back saying they don't repair that ******** this day,they have not sent my phone back or even contacted. **** have tried to reach them,no answer.Visible says there is nothing they can do,yet I bought the phone from them,their technician told me to send it there,their agent told me to sent the receipt there and they would fix it,so I've been without the phone for almost two months and nobody is doing anything to help me yet its suppose to have a warranty.

  Business Response

  Date: 09/19/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 09/20/2024

   Complaint # ******* I tried to understand what the business is offering, but its not very clear,I have invested over 120 $ in this  phone if all their offering is 7 days free trial,tell them forgot it.

  Business Response

  Date: 09/25/2024

  Please see our attached response to the BBB rebuttal.

  Customer Answer

  Date: 01/29/2025

  I am not satisfied with the outcome,the company sold me a phone which their team said was defective,they also told me where  to send it get it fixed.After a month they sent it back to me,saying they didnt work on that ******** now I have a phone in a box,that is no good,and a company,Visable,that does not honor their  one year warranty. They say they called me and offered me, something,if they did,what was it,i never received it. They should contact you, so you could be a go between,and see what offer  I decide on. Not just take their word for it.  So Please, dont let this matter drop, I am not satisfied.

  Business Response

  Date: 02/14/2025

  Please see our attached response to the received BBB rebuttal

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22249205
  
  I am rejecting this response because:they never called offering anything,offer it through the BBB so there is proof,dont claim you talked to
  Me.when you didnt.
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/27/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22249205
  
  I am rejecting this response because:
  I do **** see any thing the, company is offering to settle this complaint..
  Sincerely,
  
  **** Holley 

• Initial Complaint

  Date:09/10/2024

  Type:Customer Service 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 the 15 day free trial was ended by mistake when trying to move phone over called customer ********************** to get half the month at no charge since would be equivalent to 15 days customer ********************** agent told me no

  Business Response

  Date: 09/18/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:09/09/2024

  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 cancelled my internet service with visible because they cared more about keeping service to a phone that was stolen versus me trying to cancel the service before the monthly renewal date. I chatted with at least 4 agents and neither of them would tell me the actual date my phone service was cancelled your site ***** by the way, it keeps going out of this square. Anyways, Why would they refuse to tell me which date? They can cancel service on the same date. Why not tell me? because they screwed up and will not tell me any more useful info, forcing me to cancel visible service; I do not expect any different from you, but I thought, what the heck, it could snow in ************...

  Business Response

  Date: 09/18/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:09/09/2024

  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 wanted to cancel my service before I left the country, and my billing cycle was starting again on Sept 5th. I contacted their agent support on the app and the agent said I could use the service for 3 more days before I leave the country, and get a full refund anyway since it would only be for 3 days of usage. Today their customer support agent is someone else and refusing to honor the previous agents promise. I took a screenshot of the previous agents promise in case this shady nonsense happened. I should be fairly refunded. They are cheats! And all the complaints on here show that.

  Business Response

  Date: 09/16/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 09/16/2024

   
  Better Business Bureau:
  
  Thank you so much for helping me! Within hours of posting my complaint, their team got in contact with me and resolved the matter, which was otherwise dragging on and not being resolved fairly at all. 
  
  This would never have happened without the amazing work from the BBB team! 
  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:09/07/2024

  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 September 5th I attempted to pay my bill three times with the same card I always use. It declined my card all three times. Normally when my card declines it would say card declined and nothing would appear on my account. I tried to add money to my Apple Pay to complete my transaction. That got declined saying I didnt have enough funds in my account. I go to check my account and it has three pending payments of $45 each all from Visible on my account. I reached out to an agent and explained to him what had happened. He said he saw it and would attempt to push the payment through and refund me the other two. Keep in mind this is all the money I have in my account. He assured me that the problem would be taken care of and that my service would not be affected by this. I wake up the next morning and my services had been interrupted. I reach again throughout the day and get told the same thing. Then Im told to reach out to my bank. I do and my bank says that if the payment had failed or gotten declined it would not show up on my bank account. They advise me to contact Visible. I do and ask for a supervisor in which he was extremely rude and nasty. He tells me that they dont have the money. I explain to him that Ive already spoken with my bank and relay the message of what my bank has told me. I then ask to speak with someone else and he refuses to send me to someone and hangs up in my face. I have never had a group of unwilling customer ********************** agents unwilling to help solve the issue or even give a solution to a problem. That was all the money I had in my account and had to reach to my dad just so that my services could be restored. The person I spoke with didnt even try and help or find a solution even after I explained to him that I had already spoken with my bank. He and the other agents should be fired. They were very unprofessional.

  Business Response

  Date: 09/17/2024

  Please see our attached response to the BBB complaint

• Initial Complaint

  Date:09/07/2024

  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 had been trying to move my phone number to Visible for quite some time, and have had nothing but problems so I gave up. The constant errors with Visible's systems and lengthy response times led me to have to make three accounts, as advised by a Visible chat representative. The three accounts are under emails ********************** ************************ and ************************** with creating new accounts and opening ********************** with a new number, as suggested by the representative, there were still issues. I decided to cancel the service, and the representative assured me that it would be canceled and refunded. I have received no such refund, and have been charged again for service that I do not have access to. Additionally, I ran into issues when attempting to port my phone number, ************. The port never completed as I never ended up signing up for service. According to my current carrier, ***** Visible did attempt to port over the number. I need this canceled so I can switch my service to another provider. I am requesting a refund of $70.00 to cover the two months of service I was billed for but did not receive, and was promised was cancelled; the confirmed cancellation of any port request tied to my phone number; and the confirmed closure and deletion of the Visible accounts tied to ********************** ************************ and *************************** you.

  Business Response

  Date: 09/17/2024

  Please see our attached response to the BBB complaint

• Initial Complaint

  Date:09/06/2024

  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 require my phone records from last year for a legal case. I ported out my number in March. Visible claims my account is closed and I cannot see the records. The *** requires that Visible keep the records for *********************************************************************** It is of utmost importance that I access the phone records of **********.

  Business Response

  Date: 09/13/2024

  Please see our attached response to the BBB complaint

  Customer Answer

  Date: 09/13/2024

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

• Initial Complaint

  Date:09/04/2024

  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.

  Aug 1 2024 I ordered a phone from Visible to get service with them. I Called my current phone provider to cancel my service with them and they stated I can unlock my phone to use on visible network so I contacted visible within 20 minutes of ordering the new phone from them to cancel my order and that I would be using my current phone and needed a sim card from them. They failed to cancel the order and didn't send a sim. They overnighted the phone to me and didnt cancel my order . So i spoke with them in there chat they stated to refuse the order from ***** i did so. ***** shipped it back to there warehouse and they signed for the drop off. i have tracking info and documented everything along the way as well. Its been over a month and still no refund they keep refusing to refunded me. I have spent A insane amount of time trying to get a refund they keep procrastinating an not following through with anything and email me that ill have a refund within 2-5 days a few weeks ago. It is a joke I have to go through this. There online chat whoever we talk to lies and doesn't follow through with anything ever what a waste of time. Are they running there business from a basement? What a scam company they are! Reference #******** I SPENT $137.19 on the order **** the manager from visible stated she was refunding me on Friday September ******* which was a lie my card company has stated nothing was refunded and is not processing.

  Business Response

  Date: 09/09/2024

  Please see our attached response to the BBB complaint. 

• Initial Complaint

  Date:08/28/2024

  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.

  Employee ported my number to the wrong account and there is no timeline on when I will get my phone line back as well as no compensation for being affected by their employees negligence.

  Business Response

  Date: 09/05/2024

  Please see our attached response to the BBB complaint received.