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:09/16/2024

  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 have already waited 3 days for Visible to release my phone number so that I can begin my service with xfinity. The process began on Friday at 2:10 pm Chicago time. I reached out to Visible today and was told that they are working on it and to reach back out in 3-5 days. Since then, they have completely stopped responding to me. I need this resolved today. I am currently in the job market and the fact that my phone number is no longer active could be costing me jobs. I keep waiting for this issue to be resolved, and keep being told I need to wait longer and longer. I need this resolved now; this issue could be costing me job opportunities.

  Business Response

  Date: 09/24/2024

  Please see our attached response to the BBB complaint received.

• Initial Complaint

  Date:09/14/2024

  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've had Visible Wireless for at least 3 years now on their lowest-tier plan without any issues. I recently bought a new phone from them and upgraded to the premium yearly plan because I'm a remote student and I was noticing that I didn't get a fast enough hotspot at my job to take my virtual classes. I needed the hotspot upgrade. I've had this phone and service upgrade for less than a month. I was taking a virtual class at home on Tuesday 9/10/2024 at 8:30 central time when I noticed my phone had no signal. I got on visible chat and troubleshooted with a *** and a supervisor until I passed out. I was in the chat for 3+ hrs. When I woke up I tried again, 2+ hrs in with a supervisor and we got a case escalated; still no service. The escalation email came in that afternoon saying they'd worked on the issue and I just needed to start my phone; still no service. I got in the chat again when I got off work. 3+ hrs in nothing; they sent me a new SIM card in the mail. I chilled the next day because I figured, it would get fixed once I got the new SIM. I got the new SIM today and got in the chat to get it activated 4+ hrs in; new SIM - still no service; another escalation case. It's Friday night 9/13/2024, I've spoken to 5+ ***resentatives and their supervisors, I've spent 12+ hrs trying to resolve this, I've had 2 escalations made and there is no end in sight. I asked one of the supervisors if I could escalate this further and he said that I couldn't. I asked him how I could complain to corporate and he told me he couldn't tell me. So, as it stands, I just paid them close to $400 for a p***aid year of service, and less than a month in I have no service and no idea when or how this will be resolved and no one is being held accountable. I know it's only been 3, now going on 4 days but I am not on social media. People who love me call and check on me. At this point, it's a safety concern. Now, I just want a refund so I can't take that $ and get service somewhere else.

  Business Response

  Date: 10/11/2024

  please see our attached response to the BBB complaint. 

• 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:09/13/2024

  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.

  august 1st 24 ordered a phone and a SIM card. The items did not get delivered via *** due that no one was home and returned by *** on august 20th to there warehouse with veryfication.I am disabled and need a phone for emergencies but I do not get refunded even so I talked to 5 agents to beg and advise that I need the money to buy a phone since I do not have any extra money due my income. It is only limited SSI . Today 13 September, I talked to an agent and I get the same response that she will report to Visible and I should wait for an email.I get case numbers over email promissing they would take care of a refund.All 5 agents telling me that Visible has to clear the "issues" with my refund and that they reported the case to "higher support". I got case numbers via email but no status report or promised solution via email as told.I am afraid that there is a problem and I might not get my money back to by myself badly needed phone.

  Business Response

  Date: 09/23/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:09/12/2024

  Type:Sales and Advertising 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 a $1300 device from ******************** during the day on 9/10. The email confirmation stated that shipping method was "overnight shipping". I was expecting to receive the tracking information that night and didn't. I contacted their support chat and they indicated that the email confirmation was wrong and I was actually getting 2-day shipping and should receive the tracking information the next day (9/11). I waited most of the day on 9/11 and didn't receive anything so I contacted support back during early evening. They checked my order and now said that the device I ordered was out of stock and they wouldn't be shipping me anything? I received NO notifications from them regarding this. I only found it out after contacting them twice. They were no help in swapping out the device to another color phone that they have in stock. They said the ONLY option was for them to refund me and me order something else. This won't work for me as I'm leaving the country and needed the device prior to that. Supervisor ****** finally got on chat and agreed to refund my order then and confirmed with me that I'd be getting an email confirming the refund within a few hours. I never received any email and so I waited another 24+ hours and contacted support back again. Junior indicated to me that they still haven't refunded me yet. This seems like such a scam. They took my money, never informed me that the phone was out of stock and wouldn't ship, are holding my money hostage and won't refund me or email me about anything. This company seriously needs to be looked into. Please refund my money ASAP.

  Business Response

  Date: 09/20/2024

  Please see our attached response to the BBB complaint.

• 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:09/09/2024

  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 sent away for a Visible sim card. Before my service was even activated Visible removed $395.00 from my account. ******************** ported my number from Xfinity on 8/28/2024. And stated my account was active on the 8/27/2024 with no service on my cellphone. I did everything they said for multiple days turning phone off and on for *************************************************** 3 days. I contacted Visible and they said they would troubleshoot and I would have service right away. That was Friday 8/30/2024. Bo service and no one taking messages all weekend until Tuesday I think. They took my money from my account and still no ********************** provided. Tuesday I contacted Visible and still no service. Now I need my phone for work and I have spent several days wasting time and waiting for service. I finally got someone to answer on Wednesday and said again it's been 8 days and no service. I can't wait anymore I'm porting to another company. I get oh I understand but let me troubleshoot... OK 9:00 am I called and still don't have service as of 11:00 am so I said I can't wait any longer.. I'm extremely upset and I have waited Ling enough for yous to try. I am porting my number to ************ Oh **** T says I understand and I really sorry. I asked if I could have a refund because I have never received service. She said let me check. I waited and waited. She comes back and says yes. You will receive your refund in full 24 hours or less. Well it's been 5 days and they say I am.not eligible for a refund because I ported my number out. I said you should never have taken my money before provided service. Giving me a sim card isn't providing service so you have not fulfilled the contract on your end so yes you owe me $395.00 Well on and on they say they just can't. Please ******* get my money back