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:06/24/2024

  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 had Visible for the past few years and have never had any issues until I decided to upgrade my phone. I received an iPhone 15 on Wednesday 6/12 and attempted to activate it and ran into an error. After chatting with an agent I was told the eSIM activation was down and to try again later. Later that night, my husband was able to activate his phone without issue but my eSIM still would not work. Since then, I have chatted with numerous agents and spent hours getting the run around. Finally after a factory reset, the eSIM was able to be activated but now the phone does not get cell service. I have been without cell service for almost two weeks now and unable to make or receive calls and can only receive iMessages. I was told my case was being escalated and it took 4 business days to receive an email stating my case was being closed because the issue was due to the poor cell reception in my area. I never had cell service with my iPhone 12 and my husbands iPhone 15 has no issues with service. I reached out again and they said they would escalate because they didnt know my husband still had service. They sent me the same exact email as before and stated I had to wait another 3-5 business days for a resolution. I cannot go that long without a working cell phone. It has been almost 2 weeks without cell service and no one seems to care. If an emergency arises and my husband is not home to help, I have no way of calling for help. I have asked for a manager numerous times and am just told a manager is not available and that I have to use a secure chat. Anytime I ask for an update, I am sent the same response with no real timeline. It seems they use basic message and email templates and when you massage them, they only use first and last initials. The emails came from a Rutchie who I do not believe is a real representative and/or needs more training as it took them 4 days to try and use an excuse that it was where I lived and not a device or ********************** issue.

  Business Response

  Date: 07/03/2024

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:06/24/2024

  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.

  Prior to June 8, 2024 we took advantage of Visibles offer to receive a discount on cellphone service by paying for service a year in advance. We had been prepaid customers of ******************** for about 2 years before the offer. On June 8, 2024 Visible changed our phone number and I was unable to make or receive calls from my number ************. The number ************ became a non-working number. Friends, family, and physicians were unable to reach me. Two factor authentication became impossible to complete.I immediately contacted Visible support as soon as we discovered the problem and was promised that the number would be recovered in 4-24 hours. Support with Visible is only available via chat or text communication. Between June 8 and June 18 we had over 50 chats, over 50 emails, and approximately 15 phone calls with Visible support, each communication promising to fix the problem in 1, 2, 24 or 4 to 48 hours. In total we spent over 100 hours communicating with support. On a June 18 phone call I asked a supervisor at Visible if we could port the number to **** for cell service. I was given instructions on how to obtain a port out pin which could be used to transfer ********************** to ****. I was also advised that we would be given a refund following port out of the number.On June 19 I successfully obtained a port out pin, and on June 20 transferred the number to ****.On June 23 we received the below email from Visible stating that they are denying refund because they detected usage on the account. Of course, there was usage, we contacted support and I needed to use some phone for daily use and to advise friends and others of the situation as we are on a camping vacation. The phone still worked it just had the wrong number. Despite being promised a refund of ******, they have now declined to provide a refund.

  Business Response

  Date: 07/03/2024

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 07/03/2024

   
  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, however I reserve the right to take further action against visible for lost use of the number, wasted time with support, and other general damages. Thank you for your assistance in this matter.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/24/2024

  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.

  Ordered and paid for a $90 phone with overnight delivery on 6/19/24. Still no delivery or recourse/options to change address or retrieve at pickup location. Visible dictates these requirements to *** and makes it impossible to receive package unless home in front of the door all day long.Have asked for a refund 3 times now - twice via their AI chat and once via a hard to find support@ email. No response to the email and generic apologies only in the chat. They state they can only consider a refund if the package is returned to them. I have not and will not receive this package, as I am not home to do so, so I have requested a refund for my $90 and cancellation of service. I have rerouted the package back to sender via ***. Still refuse to refund.

  Business Response

  Date: 07/01/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:06/24/2024

  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 signed up for VISIBLE wirless cell phone plan and my CC was charged for the entire year's subscription on APRIL 23, 2024 in the anount of $395. A number was assigned to my phone and I tested out the number to make sure it was working by text and call. The service was not as good as my previous carrier so I reached out to Customer ********************** and found it to be very poor customer **********************. Instead of continuing to deal with bad customer ********************** I decided to get a refund and take my business else where. They accomodated my request to cancel the service but refuse to give me a refund stating there is usage on the plan. Visible has a 14 day free trial period of which I did not even utilize the 14 days, instead I paid for the year. Visible customer ********************** Supervisor *********,stating that due to usage on the plan the refund department has decided not refund my account for the $395. I have chated with several agents and a Supervisor ****. I have spoken with Supervisor ********* yesterday who is not able to do anything, she cant see what usage time or day was actually used, only that the refund department has reviewed and denied the refund on the basis of usage. She refuse to escalte the issue further and she stated " I am the higest and the last person you can speak with" her superiors only communicate via email. She refused to give me her manger's name or any resolution. I have paid $395 for the entire year's worth of service and canceled the service due to lack of service within the 14 day trial period and I am being refused the refund of $395. Stright refusal to escalate the issue to the next level management or any type of resolution is offered. Only thing that was offered was to sign up again for service and pay the fee for service again.

  Business Response

  Date: 07/03/2024

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It defers accountability and posses the refund as a kind gesture, which it is NOT. It is a refund that should have been issued from the time of cancelation. The run around and passing of the buck received within the organization shows how much the company cares about customer. It took filing a ******************** complaint to even get someone in the organization to look at this complaint. Imaging how many other people have been duped of their $395. I am grateful for the refund and the resolution.Thank you. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/24/2024

  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.

  6/17/2024, paid $275 year worth of service, had issues with the phones service not working properly, contacted customer chat numerous times and they were unable to fix the issue so I requested a refund and was told I could get it because I used the service for two days hoping it would work properly. During the two days continued to have chat conversations to fix problem. Was told a refund would be processed. Changed to a different service that does work and was told because I changed service es no refund was allowed. They kept a YEARs worth of payment for 2 days of crappy service which I tried to fix with them.I had to have a working phone with proper service for my job.My account number was #************

  Business Response

  Date: 07/19/2024

  Please see our attached response to the BBB complaint received

• Initial Complaint

  Date:06/23/2024

  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 had unauthorized purchases on my debit card for 4 transactions to this institution "Visible", I did not know about them I did not authorize them. I called and asked them to find these transactions by the debit card used, they claim i need an account to get this information and they don't keep peopls payment information it was 4 separate transactions and it amounted to $2088 and they don't have a record of this transaction after sending them my bank statements they keep telling me to follow the link to report fraud but I have never used their services or baught anything from them, the require you to have an account to report the fraud, I am not signing up for them just to figure out who used my debit card in a faradulent charge, I have 2 kids and this left me with $18 in my account where I should have over$2088

  Business Response

  Date: 07/01/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 07/01/2024

   
  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:06/18/2024

  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 pay $30.00 monthly for cell phone service. I pay on the 16th of each month but my service starts on the 17th. Today is the 18th and I have had no cell service since 10:30 am. I reached out to Visible to get help fixing the issue. They emailed me at 12:46 pm and let me know they identified the issue BUT it would be 3 to 5 business days before I receive an update or final resolution. If not, I could feel free to check in with them again. Since it has only been 2 days since I made a full months payment I asked for a refund for the month or the remaining 29 days. I was told no. I would need to wait it out with them and ask for compensation @ $1.50 per day once the issue was resolved, however long that took. How can they not give a refund when they are not able to provide adequate service?

  Business Response

  Date: 06/28/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21868676
  
  I am rejecting this response because:

  
  I paid for the month of June on 6/16/24, had issues with service starting 6/17/24 and reached out to Visible, worked with someone on chat most of the day 6/18/24, ported out on 6/19/24. My phone didn't have service for 1.5 days. How much usage does Visible show I used in that time? I asked **** that question on 6/26/2024 @2:55 PM via email and have yet to get a reply.
  
  
  The point of the refund is that Visible couldn't provide me services that I paid in advance for. Visible having an issue with their system and stating it would be 3 to 5 days at the earliest before they could get me and answer but if I had not heard from Visible in 5 days to reach back out is why I HAD to port out. I can't go 5 or more days with no phone. I work in sales and rely on my phone to be able to work. 
  
  
  I was told that a full refund would have been available within 24 hours of paying for the month but that was not offered to me when I called on 6/17/24. 

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

  Business Response

  Date: 07/05/2024

  Please see our attached response to the BBB rejection received. 

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21868676
  
  I am rejecting this response because: Any internet usage during that time frame was used on **** using the Visible chats to try to get my phone fixed. I believe I am owed a refund for the month I had to pay in advance for and was NOT able to use. Visible asking that I wait a minimum of 5 days for a team to try and see what was going on with my esim was unacceptable. Once I had to uninstall my esim and try to install a new one, I couldn't even use the **** to receive messages or make calls. In 2024 you can not expect your customers to go with no way to call, text, email, use GPS, etc. Visible has had several issues in the past with esim and it is normally fixed quickly. I only planned to leave for a month until it was fixed and return since I have never experienced an issue in the previous 2 years of service. This just feels very unacceptable for a company to do to a customer that has paid and had no issues. If you ask us to pay in advance for services you can not provide, you are not upholding your end of our agreement. I could completely understand your response IF it was more than 2 days into the new month and my usage was not to chat with Visible to try to get an issue fixed.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/17/2024

  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.

  This is about *******s sister company Visible wireless by ******** Since the day I got their service it has stopped working everyday for quite a bit of time. I gave it a month-month and a half for it to start working properly but it never did. So I started contacting them. They did everything from new esims to provisions to updates. Everything they could possibly do numerous times and I was assured every time it wouldnt happen anymore. It got 10 xs worse each time. Now I can only use my service 2 hours a day tops and the other 22 I dont have any service even in areas they say have great service. Customer ********************** agents are awful and rude and unprofessional. They do not read your messages because they ask a question when the answer to that question is already in the message right above their question. I asked them for my next month free at first thats before it started with only working 2 hours a week and they gave me a $5 credit. I pay $25. Then I chatted them again asking them for a free month. They gave me another $5 and wouldnt do anything else. Then my phone just kept getting worse and worse and they told me because there was even 2 hours of usage they can not refund me anything. I told them it was happening at least 20 times a day sometimes for hours and you know what they had the nerve to tell me???!!! I have to chat them every single time it happens. I have been on the chat with them in the last month probably **** near 40 hours. 20 or more hours in a week. With absolutely no help and getting treated like Im doing something wrong. I called ******* since they are powered by them and they said they couldnt help. I just want the money back that I paid them since my service never worked probably. I got screenshots of some of the times I didnt have service. If I took screenshots of every time I would not have anymore room on my phone for a single thing other then the screenshots.

  Business Response

  Date: 06/10/2024

  Please see attached.

  Business Response

  Date: 07/02/2024

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:06/16/2024

  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.

  My names *** and my phone number is ************ and today on June 15 2024 I contacted Visible support to see why is my Iphone 12 coming back as a blacklisted phone, and the agent named ****** was able to see that my Iphone 12 was incorrectly blacklisted by a Visible agent on 4/17/2024. This iphone 12 Is my business phone and now I havent been able to operate my business and tomorrow is Monday a business work day. I was advised by the supervisor named ********* that the matter to remove my iphone ********************************************************************************* back and she never called me back and never resolved the issue. My company is experiencing monetary and economic damages now because my business apps on my Iphone 12 that I use to run my business cant be opened or activated because my phone is blacklisted by Visible. I need a top level manager from Visible to contact me immediately to resolve this concern. -******************* ************

  Business Response

  Date: 06/21/2024

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:06/16/2024

  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.

  Originally purchased a new iPhone 15 Pro ($1,076.43) through the Visible App on Wednesday May 15th, 2024 via Overnight shipping, which would have arrived by Friday May 17th the latest. Upon finding out the "overnight shipping" was not going to happen, we decided to contact Visible to cancel the order. They said they couldn't because "it was already with the carrier". They said "it had to be refused upon the attempted delivery from carrier-and the refund would be given once it made it's way back to their warehouse". It did not arrive until the following Monday May 20th as it was attempted to be delivered by ***** at our house on Monday May 20th. We were not home. ***** attempted to deliver Tuesday May 21, and I denied the delivery so it would be sent back to Visible (as they instructed us to do). The phone arrived back at the Visible Warehouse on Friday May 24th. On Thursday June 6th I contacted Visible to see why we had still not yet received our refund of $1,076.43. They informed me they are "working on it and it may take up to 14 business days from the date they received it to process the refund". Meanwhile ensuring and promising there is nothing to worry about and that it will be refunded. Now 16 business days after they received the returned phone back to their warehouse, we still have not gotten our money refunded. I contacted them again on Sunday June 16th asking why. They said they will escalate and we should hear back in 3-5 business days-which now would be looking at 20 business days after they received the device back to their warehouse and 6 days after they said this would be resolved by. This needs to be fixed. This is a scam of an operation.

  Business Response

  Date: 06/25/2024

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21858634
  
  I am rejecting this response because:

  It took me reaching out to the Better Business Bureau for Visible to give me my money back. It took a month from original contact with Visible- for the desire for the refund-to be processed. Once again ONLY after contacting the Better Business Bureau. As seen in the attachment original contact was on 5/17 for a refund as we did not want the phone. As seen in transcript with Visible representative, they asssured the situation was solved and the refund was escalated to proper team. Refund was not processed until 6/17. 

  For the month of hassle and outright disregard for the paying customer, and for withholding your customers money for over a month-please refund us one month of service fees for our current plan. 
  
  Sincerely,
  
  ***********************