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:12/16/2024

  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 wanted to add another cell plan to my phone since I have 2 imeis. I wasnt under the impression that my number would be transported out permanently and my service would be canceled instantly in doing so. So, visible never verified with me that in fact my line was going to be transferred and they would be closing my account without an option to reactivate it. Also I had just paid my cell service day prior and bc this happened they told me Im out of luck and I lose my money that there is nothing they can do. I dont feel all this is plainly or clearly stated in guidelines or made to where consumers know and understand. Now Im without service, non working phone, and out 35 dollars with visible response being sorry we cant help you.

  Business Response

  Date: 12/25/2024

  Please see our attached response to the received BBB compliant. 

• Initial Complaint

  Date:12/11/2024

  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 am writing to file a formal complaint against Visible for engaging in deceptive practices, including false advertising and their refusal to issue a refund for a service that did not function as advertised.I switched to Visible on December 1, 2024, based on their promise of reliable and consistent network coverage. From day one, the service failed to meet these claims. The signal inside my apartment was weak, unstable, and frequently dropped.When I contacted Visible on December 2nd to report this issue, their engineers attempted to address it, but there was no meaningful improvement. Despite their claims, the service remained unreliable. By December 5th, after several days of frustration, I had no choice but to cancel the service and port my number back to T-Mobile.Visible has since claimed that they observed some use of the service during this time, implying that this justifies their refusal to issue a refund. Let me be clear: the mere fact that I attempted to use the service does not mean it worked as advertised. The signal was so inconsistent that the service was effectively unusable at times. I signed up for reliable, consistent servicenot one that occasionally worked and frequently dropped out. This is not the service I was promised, nor is it the service I paid for.Visibles refusal to refund me for a service that did not function as promised is unacceptable and unethical. Their advertising misled me, and their response to this situation has shown a complete disregard for customer satisfaction.I demand an immediate refund of the money I paid for this defective service. I also urge the BBB to take action to hold Visible accountable for their false advertising and poor business practices.Thank you for your attention to this matter. I look forward to a prompt resolution.

  Business Response

  Date: 12/21/2024

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22674243
  

  Dear BBB,

  Thank you for forwarding Visible's response. I would like to formally reject their resolution for the following reasons:

  Defective Service and False Advertising: As stated in my initial complaint, Visible's promise of reliable and consistent network coverage was not fulfilled. From the first day of activation, the signal was weak, unstable, and frequently dropped, rendering the service unreliable. Their response fails to address these fundamental shortcomings.

  
  Mischaracterization of Usage: Visible's claim that the service was "used" to justify denying a refund is misleading. Any "usage" was the result of my attempts to test and troubleshoot the service at their instruction. This does not negate the fact that the service did not function as advertised.

  
  Lack of Resolution: Despite contacting Visible multiple times and following their troubleshooting steps, there was no meaningful improvement in service quality. Suggesting I contact my bank for a chargeback is not a resolution; it is a deflection of their responsibility.

  
  Deceptive Practices: Visible's refusal to refund for a service that failed to perform as promised is unethical and constitutes deceptive business practices. Consumers should not be penalized for the company's inability to deliver on its advertised claims.

  
  Failure to Address Key Issues: Visible's response completely disregards my core concerns about their false advertising and the service's failure to meet basic expectations. Instead, they cite internal refund policies that do not absolve them of their obligation to provide a functional service or refund for a defective one.

  
  I reiterate my demand for a full refund for the service that was not delivered as promised. I respectfully request the BBB's continued involvement to ensure that Visible is held accountable for their false advertising and poor customer ********************** practices.
  Thank you for your assistance.
  

  Sincerely,

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

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

• Initial Complaint

  Date:12/09/2024

  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.

  12.03.2024 I ordered new iphone 13 with promotion from visible , their promise was i would get phone in 1-2 days and its been almost week i still didnt get my phone and they are refusing give my money back

  Business Response

  Date: 12/18/2024

  Please see our attached response to the BBB complaint received.

• Initial Complaint

  Date:12/07/2024

  Type:Delivery 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.

  Cancelled my legitimate order to deny me the iPhone 13 promo.

  Business Response

  Date: 12/18/2024

  Please see our attached response to the BBB complaint received. 

• Initial Complaint

  Date:12/06/2024

  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 was referred to Visible by a friend while I was researching new phone providers. I have had service with T-Mobile for 13 years and was not pleased with the rising costs. Did a bit of research on Visible in regards to transferring my services from T-Mobile when I noticed they had this promotion going on where you purchase an entire year of service for $395 and receive an IPhone 13 for free. I had 2 lines myself I was excited about transferring and 2 boys in high school. While I was able to pay 395 a piece to have their phones shipped and line ported from T-Mobile all worked out perfectly. I then started the process of transferring my phones and I continued receiving an error message that stated unable to process your payment. I chatted in to support and was advised from an agent to make sure my card address were the same as the billing address which I logged into my *********** account and it was. So I tried different cards cashapp for an example and I continued receiving the error message but this particular time my money was being drafted from my card. So I chatted in again to support to report issue for resolution and was refunded my money. I was then advised by support my issue was escalated. And it would take 5-7 business days. While I expressed with the support I was interested in the current promotion I was advised I would be contacted back I literally chatted in for support several times a day to check the status of my account and why I couldnt make a purchase. By the 3rd day I had literally chatted with about ***** agents and no one could explain to me why I was having issues with purchasing. On the 3rd day I was so frustrated and disappointed and disgusted with Visible by this time I was really excited about moving forward with the prepaid as they are a part of *******. By the 3rd day I was advised by one of the agents that my account was never escalated but they can see how many times I had been trying to resolve the issue. PLEASE RUNNNNNNNNN

  Business Response

  Date: 12/18/2024

  Please see our attached response to the BBB complaint

  Customer Answer

  Date: 12/18/2024

   
  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:12/04/2024

  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.

  Hi, on December 2nd, 2024 I placed an order to Visible for the free iPhone 13 + year of Visible service for $395. After contacting an agent on December 4th with some questions regarding the promotion, the order, port-in, and service seems to have been canceled, without my permission. I am requesting that the service be restored on my account with email ************ Nobody in the chat/support was able to help me, so I am hoping that reaching out here will remediate this issue. I am expecting that my service get restored for one year of service as I paid, and that I get to keep the phone I ordered.Thank you,***** ********

  Business Response

  Date: 12/16/2024

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22637449
  
  I am rejecting this response because: I have not received a confirmation of a refund of $395 being issued for the original order.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:12/03/2024

  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.

  Annual mobile plan subscribed on 11/25/2024 for $275. Carrier promises on their website *************** *********** on Verizons 5G & 4G LTE networks. Used the service for 2 days and service has been poor. Network was slow, and data merely 3G instead of the 5G promised. Called customer ********************** today for cancellation and refund due to poor coverage and service, and they refused. False advertisement, and deceitful consumer practices. Advertised plan details available at ******************************************** Pay annually New! Visible $275/yr Save $25 ************ included network towerNetwork *************** *********** on Verizons 5G & 4G LTE networks.Blocks high-risk spam and robocalls.hotspot iconMobile Hotspot Unlimited use of your phone as a WiFi connection.super script 2 coverage iconInternational Unlimited *********** to ****************

  Business Response

  Date: 12/16/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:11/27/2024

  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 changed service from ******* due to hour + long outages, which caused delivery and scheduling issues. I switched to Visible, which is a sun company and all worked well for a few days. Visible customer ********************** is not at all helpful. I can't get escalated to management, so I haven't spoken to them. I paid for a new phone and there service does not work so it is useless. I noticed the BBB Alert on this business and may end up filing a complaint with the *** as you suggest. This is unfair and borders fraud.I want to return this phone for a full refund and cancel the service so I may find another cell service provider. I've had this less than a month, so it is not a sudden complaint. I need working phone service for business as well as personal reasons,

  Business Response

  Date: 12/05/2024

  Please see the attached response to the BBB complaint received. 

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22613084
  
  I am rejecting this response because:

  Simply put, they acknowledge issues but claim "recently" there were none. Multiple requests in less than a month is sufficient to prove fault. Further, the switch from ******* to Visible (in their documentation) was after one of their technicians claimed an issue with my particular phone as possible cause. Therefore, a new phone was required (by them) but the troubleshooting was incorrect. Again, this is their issue. The issues they claim early on should have prompted them to refund given their issues so soon after switch, but caveat emptor I suppose.
  
  You may close this, if you like. I reject their claim of resolution but accept their statement of having issues within the first weeks of the switch. Further, I contacted federal regulatory agencies and the state Attorney General to assist after they informed me this morning they will not refund the phone they required me to have, which may or may not have caused the issues then and later.
  
  Thanks for your help!
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:11/24/2024

  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.

  On November 24, 2024, Visible Lone Tree took $90 out ot my account. I don't know what this place is all about. They took 3 payments out (10, 35, 45). I want my money back.

  Business Response

  Date: 11/29/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:11/22/2024

  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 ported out of *********** to Visible by *******. I ported out successfully from *********** at the end of August, 2024 and received an email saying that my number was successfully ported into Visible by Verzion August 30, 2024. On Tuesday, November 11, 2024, multiple family members attempted to call me and my number redirected to another person. My family thought I had been hurt/kidnapped because someone else was answering my phone which sent everyone into a panic. After spending several days, hours each day, with customer **********************, I was told yesterday that Visible by ******* never actually ported my number, despite telling me so, and now my number is with a T-mobile customer. I am unable to retrieve this phone number I've had for several years which is linked to many personal accounts and they gave me $15 credit and a 'new temp' number which is absolute ridiculous. Since I was openly lied to and blame was reflected back on me, despite it not being my fault as I followed all the steps and they confirmed the port, I wish for a full refund for the last few months of my service and the phone I purchased from them where I thought I had secured my number. If that was an issue, I would have never switched in the first place and I've had to work on securing all my accounts all of a sudden because I have no idea who has my info now. I paid $648.43 plus 3 months of service at $105 were I believed my phone number was my own. No one at Visible bothered to reach out before my number was sent elsewhere to tell me there was any issue with my port at any time until it was too late and I reached out them first.

  Business Response

  Date: 11/14/2024

  Dear Ms. **** *,
  We have attached our response in PDF format.
  Sincerely,
  Beatriz 
  Executive Relations 
  
  

  Business Response

  Date: 12/16/2024

  Please see our attached response to the BBB complaint received. 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22555131
  
  I am rejecting this response because the summary of experiences were condensed drastically and some are outright false. 

  To be clear, I did attempt to place an order that had issues due to being a pre-paid card. However, when that failed, I changed my purchase right away to using a different card that was processed without further issue that same day. I had been notified that my ported number was clear and free to use when I switched services via email with no other communication from Visible regarding any issues they were having with my port. Over a month later, it wasn't until my phone number was being redirected to a different person did I reach out to Visible after my family was sent into a panic that they were attempting to reach me and someone they didn't know was answering the calls. When I reached out to Visible the very same day, I was in limbo with customer ********************** for several hours each day for several days (not one day as described) before anyone was able to tell me what was wrong. The tone of the conversation at the end of the final attempt to receive assistance blamed me for 'not reaching out sooner' and once again, brought up the failed attempt at purchase that happened even though I completed the purchase without further incident. The response that I went over the 14-day return policy is also blaming me for not sending the phone back sooner, as if I knew I had an issue in the first place. 

  The response also states that Mint, my previous provider, did not fully release the number which is inaccurate. Mint did what they were supposed to do and it was Visible that did not complete the port on their end. The ending of the response from Visible makes it seems like all I needed was to request a new port and it would work. To be clear, none of their suggestions for me to 'fix' this on my end were helpful and it ended with them saying they couldn't do anything about it. The only option was to give me a new number (which they did), and gave a $15 credit even after I explained how scared my family was for not being able to reach me and for compromising any personal account I had that was tied to the phone number as I had no warning to update them until all my text, notifications, and calls being sent to a different person. I indeed did cancel my services after that (which was also clearly communicated with customer *********************** and the account still had several weeks of paid time on it. Once again, had I known there was going to be this issue after I purchased my device and plan, I would have promptly returned it to avoid this situation altogether. 

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