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:07/23/2024

  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 July 22, I lost cellular service and contacted Visible chat support. I chatted with 4 different **** who tried fixing the issue to no avail. I kept asking why is a service I have paid for not working. To which I was told their system and network is operational. We started going through the process of deleting my esims and reloading. Again, nothing happened. After speaking with 4 ****, and all of them telling me to do the same thing (deleting and adding the eSIM) my cell service is still not working. I have spent over 4 hours chatting with no luck and no recourse. When asked to speak with someone higher up I was not given that option. I am now on day 2 of no cell service including no access to emergency services if the need arises.

  Business Response

  Date: 08/02/2024

  Please see the attached response to the BBB complaint.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22032309
  
  I am rejecting this response because: the company did not provide any actual resolution. I had to take it upon myself and escalate the issue which required me having to leave Visible before my prepaid term was due.

  I also want an acknowledgement that it took four hours and 3 different chat **** to not resolve their network issue. That response made it seem like they took care of me, they did not. It was an excruciatingly painful experience.
  

  Also, their rep ***** tell me how to port out my number. I ****** to get the answer. I shared how it only seemed the only way to have cell service is to port my number out.

  I request a prorated amount of the days be returned since their network issue started and their support was unable to assist.

  Because of their inability to have service I was impacted and unable to take an important phone call. 
  

  Because of their inability to have service I ***** even have access to 911.

  The response of Visible to merely state this matter resolved is another gaslighting experience.

  
  Sincerely,
  
  *****

  Business Response

  Date: 08/08/2024

  Please see our attached response to the received rebuttal 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22032309
  
  I am rejecting this response because:

  Visible is once again not providing a direct answer and gaslighting. How can I have used up the minutes and data if I was on an unlimited plan? I need an explanation or clearly defined terms.

  Otherwise I will continue to escalate just so there is a change in the customer ********************** and procedures at Visible and they are more transparent.

  I need an explanation as to how someone exceeds minutes and data on an unlimited plan. I have not been able to find the information on TOS. 
  

  I need an explanation as to how service was disrupted in 3 phone lines with Visible. They have yet to explain if this was a network issue (which I would understand).

  And I would like to know why Visible ERT never replied to my response and only can get responses through BBB.

  I just need answers.

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

  Business Response

  Date: 08/20/2024

  Please see our attached response to the BBB rebuttal.

• Initial Complaint

  Date:07/19/2024

  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've been having activation issues for 2 months, 3 sim cards and a new device purchased directly from Visible, and still no solution or activation. I have been getting the run around in circles, and their only solution is to keep sending sim cards because "the old ones have been deactivated" etc etc. I simply want to get this device activated without a runaround every time I contact them. Since they can't seem to do that, then I want my money back for the 2 months of service that I paid for, along with a refund of the device that I purchased directly through them. Terrible customer ********************** and no solution for any of my issues.

  Business Response

  Date: 07/29/2024

  Please see our attached response to the BBB complaint received.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22014724
  
  I am rejecting this response because:

  I paid for 2 months of service and went through 3 different devices and still had issues. I would like to also be refunded for the service that I paid for but didn't get.

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

• Initial Complaint

  Date:07/18/2024

  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.

  Troubleshooting website for malfunctioning phone can't be reached

  Business Response

  Date: 07/29/2024

  Please see our attached response to the BBB complaint received

• Initial Complaint

  Date:07/18/2024

  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.

  The reason for my complaint is that I bought a device from ******************** and then returned the device; they provided me the shipping label to return the device to their warehouse. Now I am in contact with their customer ********************** but they say they can't refund me the money, even though they have the device that they first need to do further research. I am confused as to why they need to complete further research, as the device has been returned to them. The shipping label is with **** and here is the tracking number: **********************

  Business Response

  Date: 07/29/2024

  Please see our attached response to the BBB complaint received.

  Customer Answer

  Date: 07/29/2024

   
  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:07/18/2024

  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.

  This company promised me they'd give me $20 off each statement bill for every referral. I joined in 2/2024 , so I have been with them 2/2024 to 7/2024. I should have 1 20 dollar referral for being referred and 6 2p dollar referrals for referring new customers. I have recieved all but 2. They said message them after I get billed and they'll refund me 20 and now they're saying they're not going to. Don't trust this company to stand me their word.

  Business Response

  Date: 07/29/2024

  Please see our attached response to the BBB complaint received.

• Initial Complaint

  Date:07/15/2024

  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.

  I ordered an iPhone 13 mini from Visible wireless, via visible.com on October 14, 2023. The order # was ********. ***** repeatedly tried delivering to the wrong address, and Visible would not allow any modification of the shipment to allow me to pick up the package at a ***** location. Despite the iPhone being returned to Visible; I am still being charged $27.53 per month by Visibles financing partner, Affirm. I have had multiple conversations with Visible, but they have failed to remove the erroneous balance from my account.

  Business Response

  Date: 07/29/2024

  please see the attached response to the BBB complaint received.

• Initial Complaint

  Date:07/11/2024

  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.

  On 6-6-24 I bought a refurbished cell phone from Visible ($224.72) On 6-10-24 I paid for a yr. in advance of cell carrier service ($275). I followed their instructions to download their APP to their phone I recieved a wk. later. I struggled for 3 days trying to load their APP while following their Chat customer assistance - they said I must load their APP to transition to their service ( I've tried a couple times to date & together we still can't download their APP). Now having the phone 4 wks. & trying to get used to it vs my older IPhone 8, I still can't open the Apple XR IPhone most of the time. I told Visible Customer Support that I have a lot of trouble with the touchscreen. I cna't open the phone a lot of times by sliding my finger along the touch screen, & during other times when U need to touch the screen for other operations. They had me reset & try other procedures but to no avail, I can't use the phone much until I get lucky & once in a while it will open normally, but most of the time I can't open & use the phone. I've attached a document in which I copied my latest ********** communication with their support. They basically told me it's past the 14 day warranty & suggested I take it to an Apple Service Center & pay them to repair it, or trade it in to Visible for a different phone ( of course I would have to pay for another phone, which I feel is unfail b/c this phone I just got is defective). Other issues:-My old Iphone 8 ( I had for approx. 8-10 yrs.) batteries would last through the day. My use is low b/c I'm a classroom teacher & don't use the phone much in school due to teaching all day. My use has not changed or increased, but this Visible XR Model refurb. phone battery lasts a couple hrs. at best & it's lying in my teacher desk all day while I'm busy teaching ! I question if Visible even put a new battery in it during their "refurbishing process" ..or forgot to ?- More issues, but out of space to list the issues.

  Business Response

  Date: 07/18/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21972527
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/19/2024

   Reply 7-19-24 to BBB regarding Visible not wanting to ck out or repair defective ****** phone Fri. 7-19-24 
  Im now having to go into my sent emails & record the time sent from Visible & any time I replied to them since after the current wk Outlook will not save the time stamp of incoming or outgoing emails.  So, I guess Ill need to put in more time & effort to record all this since Visible seems to want to use this to show their concernyet then they only give a customer a 24 hr window to respond or theyll delete the case. 
  
  Proof is here that they dont really wanna deal with their customer issues :
  Hello, ****
   
  We are contacting you to verify you receive our email   in regard to the BBB you recently filed regarding damage device. We are awaiting your response, however if we do not have any response during the next 24 hours, we will need to close the case since we can't leave it open with no response. 
  Support is available Monday - Friday from 7:00 am - 4:00 pm MST. Work request received after 4:00 pm MST, is subject to be worked the next business day
  
  ID BET THAT IF I OWED THEM MONEY THIS 24 HOUR RULE WOULDNT APPLY THEN !
  
  IM FEELING LIKE UNLESS I TRADE THIS ***** IN 7 BUY ANOTHER ***** FROM VISIBLE ( & FROM THIS EXPERIENCE, HAVING ONE JUNK/UNUSEABLE $225 DOLLAR ***** IS ENOUGH FOR ME TO LEARN MY ****** ABOUT THEIR CUSTOMER ********************** , THERES MY SIGN !)  THEYRE NOT INTERESTED IN DEALING WITH THIS ISSUE WITH THE ***** THEY SOLD ME.  SO, WITH THAT, UNLESS THE BBB OR FTC HAS ANY MORE IDEAS ? I WILL TAKE THIS ***** TO AN APPLE STORE & HAVE THEM INSPECT IT & REPAIR IT AT *** ON MY TIME & GAS ( HOUR DRIVE TO THE CLOSEST APPLE SERVICE STORE) & AT MY EXPENSE FOR A NEW BATTERY & INSPECTION, SERVICE FEES, & PARTS, PROBABLY NEEDS A NEW TOUCHSCREEN, WHICH MAY EVEN COST MORE THAN THE ***** IS WORTH. 
  
  So BBB or FTC,
  
  If you dont have any advice or suggestions, I guess Im done wasting any more time on trying to get Visible to own up to selling me a defective phone, checking it, or replacing it with another phone, or even sending me a loaner while they inspect it & see it is brand new & has not even a scratch on it or any damage done to it by me, or try using it & troubleshooting it.
  Unfortunately, it seems like I have no choice but to let my carrier contract run out in a year & never do business with this company again.
  
  Unless there is any more or better resolution from Visible With all this treatment in mind I will make it my mission to provide feedback to any & all internet providers that evaluate cell carriers & sell people cell phones, besides me making AM & PM announcements to ***** students in my huge high school & I will pass my interaction with Visible on to all my staff throughout our district, friends, relatives, & anyone I encounter when a topic like this arises.  
  
  Needless to say, I feel extremely duped & ripped off by Visible ! & I dont care if you tell them that ! 
  
  Sincerely, 
  Lets Make Sutff Happen,

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

  Teacher
  Reading Senior High School
  

• Initial Complaint

  Date:07/10/2024

  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 July 3rd, I signed up for mobile phone service from Visible. I ordered a SIM card and a phone from them. I received both three days later on July 6th. I was unable to activate my service however because of issues with their system. The first being that their system either never updated the status for porting my phone number to them or it was never started to begin with. After several tedious conversations with support over two days, this issue was resolved on July 8th and the support case was closed. The second issue is with their system not updating the status of delivery of my SIM card and phone. Even though my order arrived as previously mentioned, their system still says the status is that it was only ordered. As far as the app on my phone knows, the order never even shipped, which is preventing me from activating my service. Today, July 10th, a second case was closed. The email that was sent said in short that they found no attempts at activation and that I should activate my service. I'm unable to do that because the second issue was never fixed

  Business Response

  Date: 07/17/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:07/10/2024

  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 purchased a SIM to transfer services from Xfinity to VSBLE. After NUmerous attempts I could not get the service to transfer. I contacted VSBLE representatives for assistance but still could not get satisfaction I call to cancel & again more trouble so just went to another carrier with no problems. I noticed I had been charged for 2 months of service I never received. I called again to hear I was only getting refunded for one month. I deserve 2 months because my original concern was to cancel when I saw I could not get satisfaction.

  Business Response

  Date: 07/18/2024

  Please see the attached response to the BBB complaint.

• Initial Complaint

  Date:07/10/2024

  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.

  the company VISIBLE ******** communications) does not make monthly statements available to its customers, neither on the app nor on the website, which violates service purchasing laws, as customers we must know monthly what we are paying, how much tax, and these bills serve as proof of residence for private and government services! serious mistake by a ******* secondary! I hereby request that Devs start making monthly statements available in PDF form, like any other service provider.

  Business Response

  Date: 07/18/2024

  Please see the attached response to the BBB complaint.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21967615
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

   

  There is no option anywhere in the app to download the latest invoice

  Business Response

  Date: 07/19/2024

  Please see the attached response to the BBB rebuttal