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:09/30/2024

  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 got a replacement device from *******, an iPhone, but several weeks after getting this replacement for the defective iPhone that I had, it turns out that this iPhone has a fake camera part and they refuse to replace it, when they did, they charged me but then canceled the order and kept my money and I'm stuck with the fake, and now they expect me to continue paying monthly when the agreement is for an iPhone not a Non genuine one

  Business Response

  Date: 09/30/2024

  Please see attached response.

   

  Business Response

  Date: 10/16/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:09/30/2024

  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 purchased the Visible + package, which is supposed to include 5G UW. That service is not available despite the map saying it is. I have spent hours on chat and have been disconnected despite being active, as they do not want to provide adequate customer **********************.

  Business Response

  Date: 10/09/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:09/28/2024

  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.

  Unable to log in to app or website and their solution is to send a screenshot of my error message over social media. This is not a solution and I need to access my account to get my port-out pin as soon as possible to leave this carrier. They cannot provide me with my port-out pin.

  Business Response

  Date: 10/08/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:09/27/2024

  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 switched from Tmobile to visible with no problem two weeks ago. I ordered a new phone from visible and received it Monday (it is not Friday) and I still do not have service. They told me to delete the *** on my old phone and so I don't have cell service on either phone. My job requires me to have a phone as I care for patients, and I have a child in daycare. All I get is a run-around from the third party customer care. I am so fed up with this. I would love to tale to someone from actual Visible. Going on 5 days with no cellular service.

  Business Response

  Date: 10/07/2024

  Please see our attached response to the BBB complaint. 

• Initial Complaint

  Date:09/27/2024

  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.

  We have been visible customers for years. Recently ******************** promoted a new plan where we can pay ahead for a year at a slight discount. Since we had no intention of leaving, we signed up for two lines at $275/line.The new plan was charged on 09/21/2024. On 09/27/2024, we decided to close our accounts and transfer to a new carrier. We ported the numbers to the new carrier and then contacted visible for a refund for the services not used. When contacting a representative for one of the lines, we were assured of a refund. When inquiring about the second line, we were told a refund cannot be processed.Visible never notified us that we had to request a refund before the number was ported. In addition, the services were not rendered and will not be rendered so in effect, visible is stealing $550 from my family.I would like a refund for services not rendered.

  Business Response

  Date: 10/07/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22351447
  
  I am rejecting this response because: The problem is that Visible recently initiated the one year payment plan which we signed up for at a cost of $275/line for two lines. If we were still month to month at a cost of $25/line, I could understand the no refund policy. But in this case, they are still providing a month to month service, which was paid for up front. In essence, Visible and ******* are stealing a years worth of payments for a service not provided. This is highway robbery. If Visible and ******* need to retain any funds, at least $250 per line should be refunded.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/27/2024

  Type:Delivery 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 the evening of Monday, August 5, 2024, I purchased an iPhone 15 Pro Max and an Apple Watch Series 9 from Visible Wireless. This is the company I use for my cell phone service and my current device of the iPhone 12 was due or an upgrade. I set up my purchase to include the trade in of my iPhone 12. The order processed on 8/6/2024 through Visible under 2 separate order numbers. Order number ******** was for the iPhone 15 and the trade in of the iPhone 12. Order number ******** was for the Apple Watch. I received both items in separate shipments on Thursday 8/8/24. On Saturday, 8/10 I set up my phone transfer and packed up my trade in to ship back. I printed the label that was posted on my visible account online and shipped it back to them on Monday, 8/12/2024. On this same day, I went into my account to start the process of returning my Apple Watch. I had not opened the factory sealed package and decided I didn't want the watch. I went through the online process of returning the item and ran into an issue when I tried to print a label. The only recourse for communicating with the company is through chat so I opened a chat. Once I was able to get an actual *** on the line they told me that the trade in needed to be received and processed before they could initiate a return label for the watch. This did not make sense since the phone/trade in was a separate order from the watch. I started downloading my chat transcripts. Unfortunately, their download saves a blank screen (how deceiving). It took me daily chats and one *** who just sent me a label for the trade in I had already done to finally get a label. On Wednesday, 8/21/24, Just a day shy of my 14 day return window, I was emailed a label. I immediately packed it and dropped it at the *** store with a receipt. It was received in ******************** on 8/23/24 at 9:29am and signed by Long. There was no refund. When I chatted the next week in regards they could determine if the device was received. I sent them

  Customer Answer

  Date: 09/30/2024

  Good morning, ******, 
  
  This is ***** *****. Thank you so much for reviewing my case. Because of the limited character count, I was unable to tell you the full story of this transaction. 
  
  Let me pick up where the initial entry left off. 
  
  So, my watch was returned and I downloaded the proof of delivery (which I shared with you as an attachment in the initial complaint form). When I still hadn't received any notification of them receiving it or any update to my account online, I went through their chat (it's the only form of contact for them as there is no email address or phone number) to ask about it. The *** said they were awaiting for processing of the return. I asked if it had been noted as received and they had no record of it. They continued to deny receiving it even after I had given them the proof of delivery and the tracking numbers. 
  I had paid for the order through Affirm. This thrid party payment processor I had used many times before with no issues so I used them here. I went back to my order on Affirm and filed a dispute. I submitted to them the proof of delivery and the tracking numbers of the shipped item. I waited a couple days and they notified me on Friday, September 20th that they had found in favor of Visible. I was very angry and upset at this. I called the number on the email of the decision and spoke with someone. They reopened my case. I then chatted with Visible to let them know that all of this was ridiculous and that I would be taking this to the BBB, my state's attorney general, and filing a class action lawsuit if I needed to. At this time, Visible said they see that my phone was received and that they would now process the refund. But now they cannot do so because of the open dispute through Affirm. I right away chatted with ****** asking them to close the dispute. This was on Monday. They said they would close it right away. Visible could still not process the refund. I chatted again with Affirm on Tuesday the 24th and they said it would take 3-5 business days to close it. It is still not closed. Affirm told me today (09/28/24) that it would be closed by 10/01/24. I messaged Visible back and told them what was told to me by affirm. Visible is waiting to hear back. 
  When I asked Visible why they can't just communicate with Affirm, they did not answer me. 
  I am including ******************* in this complaint.
  
  Here's a summary of all the details:
  Visible account # ************
  order for Apple Watch Series 9 on 8/6/2024 number 25638742
  current open case number 07482297
  
  Affirm loan id ********* dispute amount and loan amount $810.79
  
  Appropriate restitution would be a closing of the Affirm account in good standing with a zero balance and a zero balance of the order of the Apple watch through Visible. I would also be encouraged to continue service with Visible if offered a year of free cell service. This would be a $360 value.
  
  Thank you for your time!
  ***** *****
  ************
  

  
  

  Business Response

  Date: 10/07/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 10/08/2024

   
  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.
  
  While the outcome is satisfactory, none of the dates nor the details provided by Visible are accurate. I accept that I no longer have a balance in regard the Apple Watch that was returned, but this was not because they did this. Visible begged me to close my dispute with Affirm that I filed because they were refusing to process my refund. If I had closed it, I would never have seen this resolved in my favor. 
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/26/2024

  Type:Billing 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 have given Visible notice of me deploying on federal military orders on a combat deployment January of this year. They first refused me to keep my number and account but to suspend it until I returned. After arguments with them, they finally agreed and I followed the steps the provided. Then I get contacted about billing and notices of payment. However, I did not have that account active. ******************** now refuses to Reactivate my account and allow my use of my previous number. I can still log into my previous account but can not use it. I have a new account they refuse to port the old number to. Both issues are in violation of the Servicemembers Civil Relief Act and ********************** Rules and Regulations for number porting.What I want is to use my previous account, have it reactivated, and use my previous number. If this is not available to me I may have to seek legal advice from the Judge Advocate General and Inspector General services of the US Army.Visible is responsible for reading over all support chats from January of 2024 through September of 2024 up to this point in time.I reached out to Visible many times for a resolution which was not able to be attained. This resulted in me needing to file such a claim to protect my legal rights. This is a process that I am going to use to exhaust all options before going to the Battalions Legal Advocate. Thank you for understanding.

• Initial Complaint

  Date:09/25/2024

  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 switched providers to visible by ******* and they did not port my number. when i made a request they ended up making my data not work as well as my phone. They have been unable to fix this issue for 12 days. They are refusing me a refund which I prepaid for a whole year. I have been unable to use data or make phone calls/texts this entire time. I have been unable to contact people work personal reasons and work since my phone is down and has caused me hard. I have spend nearly 20 hours chatting trying to resolve this issue.

  Business Response

  Date: 10/09/2024

  Please see our attached response to the BBB complaint received. 

• Initial Complaint

  Date:09/25/2024

  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 Sept 20, 2024, I bought a new smartphone. After setting it up, I paired my smartwatch with it, but I was unable to set up a cellular plan with it. As far as I can tell, Visible is counting the smartwatch twice, and I am only allowed one smartwatch per Visible plan. After many hours and several day, Visible has not corrected the issue though keep promising me to fix it within 4-24 hours.Additionally, at some point after switching to Visible I was no longer able to send MMS messages. I thought it was at first an issue with my phone, but after getting a new one, I knew that couldn't be the case. So I contacted Visible and ran through hours of troubleshooting because they acted like the issue was with my phone. After it became clear that my phone isn't the issue, they indicated they would fix it on their end. They have not.

• Initial Complaint

  Date:09/25/2024

  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 ordered service from Total Wireless on the $15 per line promotion that they are running for new customers porting in from ******* on September 8th, 2024. I called customer ********************** and chatted online multiple times losing connection because of the missteps that they did. My service was constantly cut off and they failed to activate my service on the correct PLAN that i purchased... I do not know what the h*** they did but one line has service now the other does not. My bill is now showing that i owe MONEY??? I already paid for the first month and ported my lines in... My order number is 6500-LWE64ER390 and order id *********. My email is ********************** and my phone number is ************. I am having a complete breakdown right now and the way I am being treated by customer ********************** is appalling. The two sim card numbers that I ordered are as follows: (********************) & (********************).. These **** were supposed to be on my originally ordered plan.This all stemmed from me having devices that are esim only and the sim cards I received in the mail are physical.. Initially I tried activating them myself online and it did not allow me because it asked for a service plan pin. NOT One of the many representatives that i talked to even knew what this was?? The one representative that activated service on one of the lines did as a completely different change and it is reflecting as a charge and completely ignored my previous order.. I need this rectified now. I lost service with tmobile for both phones and I'm hoping I do not lose my numbers. I need your advertised plan as promised and as agreed upon my purchase.I have videos and lengthy phone call logs that verify my painful chats with the company's representatives...

  Business Response

  Date: 09/21/2024

  Hello, 
  
  Please find the attached response to this case. 
  
  Regards, 
  
  *****
  Sr. Analyst
  Executive Relations
  **********************
  ************************

  Business Response

  Date: 10/31/2024

  Please see our attached response to the BBB complaint