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: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,
  
  ***** *****

• Initial Complaint

  Date:11/21/2024

  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 demand a full refund for the wrong charge Visible put on a cancelled account. I ordered a SIM card from Visible in September but couldn't install it, so I contacted their support team to cancel the service. I received confirmation email that my account had been terminated and the refund for the first month's subscription, and I couldn't log in to the account after that. Somehow Visible continued to charge my **** account $45 in both October and November for a service that no longer exists. It is absurd to charge a cancelled account and a pure mistake on their part. When I contacted support, their response was beyond ridiculous. They refunded the $45 charge in November but refused to refund the $45 in October, because we send you updates to make sure you aware of the charge on the account. Let's break this down: Visible's logic is that they can take money from my account for no reason and then justify it by saying "Hey, we sent you a notification, you didnt notice it, so after one month we can happily keep the money!". That's not just an excuse - it's an insult. It's like they think wrong and unauthorized charges are somehow my fault for not catching them in time.Visible's refusal to refund the October charge is a stunning display of irresponsibility. This isn't just a mistake - it's borderline theft. I demand a full refund of all unauthorized charges, including the $45 in October.

  Business Response

  Date: 11/28/2024

  Please see our attached response to the received BBB complaint. 

• Initial Complaint

  Date:11/19/2024

  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 am submitting this complaint due to severe dissatisfaction with the services provided by Visible Service, LLC, including issues with significantly reduced data speeds, unresponsive customer **********************, and deceptive advertising.For the past month, I have experienced extremely slow data speeds that are far below the advertised "Typical Speed" of 11-47Mbps. During this period, my speeds have consistently dropped as low as 0.6Kbps, which is far worse than dial-up and renders basic functions like web browsing and texting unusable. I have reached out to customer support multiple times, and each time, my concerns were dismissed with vague explanations about deprioritization without addressing the root cause of the issue. Additionally, their customer support team and executive relations team have proven ineffective in resolving the situation. Executive relations has been unresponsive, offering no concrete solutions to the problem.The speed discrepancies and service quality I am experiencing are far from what was promised when I signed up for the service. I also believe the coverage maps provided by Visible are misleading, as my city is not listed as 5G capable, despite having 5G ** in select areas, suggesting they may be intentionally underreporting or limiting coverage. The poor performance and lack of support have led me to file a formal complaint with the *** as well, as I believe the service constitutes deceptive advertising and falls below the promised service standards.I am seeking a full resolution to this issue, including appropriate compensation for the subpar service, a refund, and an immediate improvement in data speeds and support responsiveness.

  Business Response

  Date: 11/28/2024

  Please see our attached response to the BBB complaint received. 

• Initial Complaint

  Date:11/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined visible on 11/17/2024 and 1:10pm CST and ported out at 3:58pm CST on the same day, 11/17/2024, due to signal issues. I kindly requested a refund but customer ********************** said they cannot refund me because it shows I was on a phone call for 3.5 hours which is mathematically impossible.

  Business Response

  Date: 11/22/2024

  Please see our attached response to the BBB complaint received.

  Customer Answer

  Date: 11/22/2024

   
  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:11/17/2024

  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.

  ORDER CANCELLATION/MODIFICATION I placed an order the morning of 11/17/2024 at 11:17am CST. I wasnt wearing my reading glasses at the time and, upon receiving the order confirmation, noted that i ordered some weird phone color and neglected to add phone insurance. I immediately attempted to change the order via the customer chat but was holding for agent help for nearly 2 hours. When i reentered the chat to simply cancel the order, i immediately got an agent. Literally, immediately.Prior to entering the cancellation agent chat, the order HADNT PROCESSED. 2 hours waiting for an agent to answer allowed the order to process. All i needed to do was change the phone color to black and add $6/mos insurance. Your lack of timely agent chat response removed my ability to do that.I need to know the easiest way to resolve this because your horrible agent chat response times are clearly not the answer. Terribly concerning for a new customer as well.I also reached out to the email provided by the Visible agent, ************************************************************* but received a notification that the email wouldnt go through, even though I only have 180? Days to notify them at that email address of issues. Im preparing to contact the ***. There is a lae that requires a subscription cancellation process be as easy/same number of clicks as an order process.

  Business Response

  Date: 11/27/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:11/17/2024

  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 became a Visible customer on November 7, 2024. I have reached out several times about lack of service connection in my home. The customer ********************** team has offered troubleshooting options and all of them have failed to fix my issue. I asked for a refund within 15 hours of becoming a member but was ignored. Now on November 17, I have tried again to remedy the issue with customer ********************** with no solution and they are denying me a refund for the service i paid for and have not received.

  Business Response

  Date: 11/27/2024

  Please see our attached response to the BBB complaint received.

• Initial Complaint

  Date:11/15/2024

  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.

  They kept my phone number, disgusting practices, now they want me to reactivate (money) my account so they can send my phone number to my new phone company.

  Business Response

  Date: 11/22/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22559703
  
  I am rejecting this response because: I want my old phone number, ************.
  
  
  
  **** *******

  Business Response

  Date: 12/03/2024

  Please see our response attached for the rebuttal recieved.

• Initial Complaint

  Date:11/13/2024

  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.

  November 13, 2024 Billing Concern - Visible Phone Numbers - *****************-821-5073, and ************ (***** *****, ******* *****, and **** *****) In May/June 2024, the 3 of us signed up for the Visible *********************** service. At the time, Visible had a promotional arrangement with *******. The promotional arrangement that Visible advertised on Rakuten was "Get a month free when you sign up for the annual Visible Plan through Rakuten". Through the ******* website, each of us individually "clicked" the link on the Rakuten website, which took us to the Visible website, and signed up for annual Visible cellular phone plan(s). In September and October, we logged into our Visible accounts to see if the we had received our "free month" of Visible cellular phone service. We had not received the free month. When we followed up with Rakuten, they said that when we followed the link from the Rakuten website to the Visible website, Visible should have "registered" that we were entering their website via Rakuten and that Visible should have credited us with the extra month of service. We have tried repeatedly to get Visible to honor their advertised promotion WITHOUT success. We are requesting Visible to honor the promotion that you advertised on the ******* website in May/ June 2024 and to credit each of our Visible celluar phone plans with 1 free month of service. We should each be receiving 13 months of Visible service as part of our annual plan.Respectfully,***** ***** **** ***** ******* *****

  Business Response

  Date: 11/22/2024

  please see our attached response to the BBB complaint received. 

• Initial Complaint

  Date:11/13/2024

  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.

  On November 12, 2024. I signed up for wireless service with Visible Wireless. I transferred my number to Visible and paid the initial $20.00 for the first month service. My service was activated, but I could not make any calls or text. I contacted their "customer **********************". They only offer chat "customer **********************". During the chat I explained my problem and they tried everything in their scripts, but nothing worked. I tried contacting them several times and got nowhere with the under trained agents and finally switched back to my old wireless carrier. I contacted Visible one last time to arrange a refund of the $20 that I paid and was told they could not figure out how to process a refund. This is unacceptable. I am not paying for a service that I did not get to use.

  Business Response

  Date: 11/22/2024

  Please see our attached response to the BBB complaint received. 

  Customer Answer

  Date: 11/22/2024

   
  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:11/09/2024

  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.

  After 3 days of no service and about 30 hours wasted on the phone with 'tech support', Visible was unable to get their service to work on my phone. I requested a refund and they obliged stating; I have to first port out my number. After porting out my number, they now say I can't get a refund BECAUSE I ported out my number. The last tech support I spoke with stated that she saw the conversation in my history but need to verify with her superiors. After another extensive wait, she said I won't get a refund even though they agreed to it in writing. This was an absolute nightmare going through this process. I factory reset my phone and lost all my info. I want my money back.

  Business Response

  Date: 11/18/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 11/20/2024

   
  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,
  
  ***** ******