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:07/31/2024

  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.

  Bought this home from visible on 6/26/24 received phone on 6/28/24 returned phone on 7/1/24 they received phone on 7/3/24 per visible havent been able to returned refund my bank doesnt show any attempts only can ******** message no one to speak to about problem I am owed $244.50 as of todays chat they advised I had to talk to my bank about a chargeback I have spoke to our bank they are doing an investigation

  Business Response

  Date: 08/09/2024

  Please see our attached response to the BBB complaint

• Initial Complaint

  Date:07/30/2024

  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 July 4th, 2024 my daughter, *************************, ordered cellular service for me with Visible Wireless by *******, and paid $25.00 with her debit card when doing so.First, Visible sent the *** card to an incomplete address, even though when my daughter completed the order form online, she had entered my complete and correct address. Visible most probably sent my *** card in an envelope with our Unit number missing. When we tracked the shipment of the *** card, we saw that the envelope had been returned to sender due to an incomplete address. Right away, we called Visible to ask them to fix the problem. The agent said that he would, but the envelope kept being sent back to Visible and was not rerouted to me. This was a huge delay and I had no phone service. Then, we called Visible again to let them know that the envelope was still getting sent back to them and not to us. So, they mailed another *** card. From the very first day that I started using Visible, after all of that delay, there was no service. My phone was completely unreliable. It kept going from "Visible" to "No Service" nonstop and all day long. I missed many important calls from doctors, hospitals, health insurance, and when calling these places, my calls kept getting disconnected after a few minutes, and/or would not connect at all. I was about to have a second heart attack because of the frustration. The situation couldn't have come at a worst time, and it drove us crazy with confusion and stress. A few days later and after having been forced to have numerous chats with Visible online, my daughter demanded the cancellation of the account, along with a full refund. Not only was I unable to have normal and reliable service, which created havoc, but we wasted a lot of time for nothing and endured long waits due to their incompetence. They cancelled, but refused to issue the refund for the service. According to them, they would not refund because they saw that data was used during those days.

  Business Response

  Date: 08/07/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 08/08/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/30/2024

  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.

  Visible wireless closed my account without my permission, causing me to lose my phone number of 15 years. This issue needs to be resolved immediately!

  Business Response

  Date: 08/07/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:07/28/2024

  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.

  I ordered a locked phone and phone service from Visible. I received the phone and sim card, but was unable to activate service. So I reached out to their customer support. They sent me a new SIM card and marked my case resolved. Their support activated my service and charged me $25. However, their support never actually confirmed the phone service was working on my side. It was not working - the phone has no cell reception, even though the prior SIM card seemed to have reception, but needed to be activated. At this point, I have no working service, and I am out $215 for both locked phone and no service. I have contacted support many times over two weeks, and each time they troubleshoot the issue, and then tell me that I need to get a new SIM card, which I do not have the option to order. They then tell me they will escalate to second tier support, and then second tier support does not contact me. This is not only a customer issue, but is a safety issue since my son has been without cell phone service for multiple weeks.Visible has provided an absolutely unacceptable customer experience.

  Business Response

  Date: 08/06/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:07/27/2024

  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.

  On July 18th 2024 I switched from Tmobile to Visible's service. Visible ported my number over to their service and sent me a sim card to activate my service. I was charged the monthly service fee but my service was not activated. I have contacted Visible's customer ********************** numerous times asking for my money back and to port my number out to a carrier of my choice who is going to provide the service I was charged for. I have getting the same reply over and over of it will take 4 to 24 hours to fix the problem created by Visible inability to connect my service. I have asked for my refund and number back numerous times but they won't do it. I haven't had phone service for 9 days and have also lost on wages as I depend on my phone. Can the Better businesses Bureau please help in recuperating my number that I've had for years and my money back from Visible?

  Business Response

  Date: 08/06/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:07/26/2024

  Type:Billing 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.

  In June and July 2024, I was charged $45 each time for "reoccurring charges" but I never signed up for anything with this company at all. I have submitted a dispute through my ***** Fargo account as well. I had never even heard of this company before seeing this on my account statement.From my bank account:PURCHASE AUTHORIZED ON 07/17 VISIBLE ************ CO S304199430064795 CARD 4974

  Business Response

  Date: 08/05/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:07/26/2024

  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.

  Switched my phone and internet connection through hotspot to Visible just three days ago. I spent from nine this morning until 7:30 pm talking to six different representatives all of whom lied about my issue with my hotspot not working and not even showing I have one. One of them being a supervisor that hung up on me. I didnt use foul language or yell. It is midnight and I still dont have the service I paid for and the company is supposed to provide. I was told by each rep it was escalated and I would get an email only to have the last rep tell me it was never escalated. Then ** told to wait 3-5 business days. This company is unethical and knowingly trains their employees to falsely inform the customer about *********************** they paid for. After spending my whole day getting no help and no service here I am. They falsely advertise what they will provide for payment to trick consumers into using their service. I have never dealt with a company that blatantly lied like this one has and Ive dealt with some pretty unethical companies before. They should not be in business. It is misleading the consumer, false advertising, and down right unethical business practices. I will be making sure this matter is handled in the legal realm as wel. This is beyond bad business, they are fully aware of doing this to their customer given what I have now read about others experience.

  Business Response

  Date: 08/02/2024

  Please see our attached response to the BBB complaint 

• Initial Complaint

  Date:07/25/2024

  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 moved. My new address is rural, Visible can't verify my address even though it is valid. The address has been used for over 100 years for mail, its jut not in all the computer systems. This address used to actually be the post office until it closed in 2010.***************************************** ************************************************************************************* changed my address in their system to one that is not valid. There is no Quarry Rd. I sent them my correct address and they changed it to the wrong one!Change the billing, physical and service address to:*******************************************************************************************************************

  Business Response

  Date: 08/02/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22046176
  
  I am rejecting this response because nothing has been done, same run-around, where the address is not accepted.

  I am so SORRY that I have been out of town for a few days.  My aunt died.  See my name highlighted in the  obituary.

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

  HOW ABOUT SOMEONE ACTUALLY FIX THE ISSUE, CALL ME ON THE ***** TO CONFIRM ITS FIXED.

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

  Business Response

  Date: 08/08/2024

  Please see our attached response to the rebuttal complaint.

  Customer Answer

  Date: 08/16/2024

  Sorry about the delay in getting back to you.  I was waiting on a resolution from the company.  They promised to update my address but never could.  So strange! 
  
  They attempted to mail a new SIM card to get my phone issues resolved and to test out the address change, they never could get my address correct.
  
  The package they mailed *** never arrived, they had changed my address to:
  
  *************
  ********, WY  82009
  
  That road does not exist.  All attempts to get them to put in the correct address failed with them and they pointed fingers at each other, never resolved it.  I had to cancel my service and switch carriers to get my phone working.
  
  Tracking:  ****************************************************************************************************************
  
  
  From my account (web) with ********************:
  

  
  

  Business Response

  Date: 08/22/2024

  Please see the attached rebuttal response. 

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22046176
  
  I am rejecting this response because:

  I did not have a choice to leave their service, they could not update the address, never did, despite them saying they had.  It was a total waste of time and a run-around for months.  I needed a new sim card which they could not provide.  I am asking for them to refund me 2 months of service for a total of $50 for this mess and their lack of support and follow-through.

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

  Business Response

  Date: 08/30/2024

  Please see our attached response to the BBB rebuttal. 

  Customer Answer

  Date: 08/30/2024

   
  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.  THANK YOU for helping me with this issue!  I feel bad for Visible, they really have no way to help with much, the team assisting was nice, but they really have no access to the *************** to make changes.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/25/2024

  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.

  Purchased $700 phone from them on 10/16/23. Activated phone 2/25/24. Cellular service was terrible. Phone was locked. I was told that they wouldn't unlock it for 60 days, so I paid them MRC of $25 for two months. The phone was still locked. When I called them to unlock, they claim to have no record of me purchasing the phone from them even though I sent them a copy of the purchase email they sent me! Was told yesterday there was nothing they could do to unlock the phone.

  Business Response

  Date: 08/02/2024

  Please see our attached response to the BBB complaint 

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 22045941
  
  I am rejecting this response because:

  1.  Because my phone is still locked.  I quote Visible's response:  "The device information was shared with the unlocking team and we are
  still waiting for the resolution. The Visible *** is currently engaged with *********** until an
  agreeable resolution is met." That's great, if they actually do unlock my phone, which I have not seen any indication that they are either willing or able to do.

  2. I quote Visible's response: "Visible considers the matter resolved..."  It is most definitely NOT resolved as my phone is still locked.  Saying something is resolved when it, in fact, is not is just plain disingenuous and characteristic of this organization.  They keep insisting my phone is unlocked when I in no uncertain terms told them it was still locked.  Finally, the *** tacitly admitted it needed unlocking when I forwarded the attached screen shot showing in no uncertain terms it was locked.

  3. I quote Visible's response:  "*********** contacted our Care Team requesting assistance to have their device
  unlocked. The representative informed the member that the device purchase was not found and
  that *********** could go to a ******* store to have the device unlocked."  This is truthful regarding the conversation but fails to mention that a) I provided proof of purchase of the device, in the form of Visible's own receipt to the Care Team and subsequently the ***; b) I went to the ******* store the day after the Care Team correspondence and was informed by ******* they have no access to Visible's network, and thus could not unlock the phone.

  If the *** would like to set up an appointment with a ******* store that can unlock my phone, I will happily attend such appointment.  In the meantime, I will wait for contact from either the Visible *** or the "unlocking team" to resolve my complaint, not just them claiming they have resolved it.

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

  Business Response

  Date: 08/09/2024

  Please see our attached response to the BBB rebuttal 

  Customer Answer

  Date: 08/13/2024

   
  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:07/24/2024

  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.

  On June 29th at 7:25pm, I placed an order with Visible. We ran into some issues with our other family members lines, so we decided to cancel everything and go with a different provider. At 8:58pm, on the same day, I canceled my order with Visible. I have an email to prove this and the order disappeared from their system. I gave them about two weeks to process the refund to affirm for the phone purchase cancellation. On July 14th, I reached out to Visible about what my refund hasn't gone through with affirm. They issued a ticket and said it would be 3-5 business days. So, a week later I reached out again and got another ticket issued. Today, I get a message saying that my order was received back at the warehouse, but that the package was empty. As far as I knew, my phone never shipped. I had no email with a tracking number to tell me it was coming. They want me to file a claim with **** which I've reached out to about this situation, because "I" sent it back to them. I never had the phone and the package was refused at the door and *** shipped it back. Every turn has been tedious and I'm tired of jumping through hoops with them. I've disputed the charge with affirm, but I'm afraid Visible will not clear this up. I've included both the original tracking number and the one created by *** when the package was refused.

  Business Response

  Date: 08/02/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22040824
  
  I am rejecting this response because it doesn't provide a solution. I have attempted multiple times to file a claim with **** even though I believe it should be your company's responsibility. I emailed *** to explain the situation and request assistance in filing a claim, but I was informed that I couldn't proceed with it. I also filed a report with the **** as I did not have an exact location where the item went missing.
  After being told that the loan with ****** wouldn't be resolved because the package was empty, I made the only decision I could and filed a dispute. If your company offers a solution to the loan and the missing item, I will gladly contact Affirm and drop the dispute. However, I should not be held responsible for paying for an item I never received and that should never have been sent to me. I have evidence that the order was canceled, and you created the shipping label after the order was canceled.
  Your company's attempts at resolving these issues have constantly been pushed onto me, the customer. Your customer ********************** has been terrible and unhelpful. I will continue to dispute the charge because, again, I shouldn't be responsible for an item you sent to me after I canceled my order.
  
  Sincerely,
  
  *********************