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:04/18/2025

  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.

  Cell service was terminated on 4/18/2025, allegedly due to spam being sent by my phone. Stated phone was in my posession and no such messages were sent by me. Explain that spoofing was clearly capable and may be happening as I recently filed a complaint about a company. Need to have my original phone number back as it is tied to accounts, and to get my service reconnected without delay. Visible sets a dangerous precedent, if someone is a malicious bad actor, they can spoof send messages and get someone's phone line disconnected. They did this all without ever reaching out to me to discuss the matter, simply cut off as the first step, no confirmation, no request for verification, just cut the service.

  Business Response

  Date: 04/29/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 04/29/2025

   
  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:04/18/2025

  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.

  One way audio issues with digital Sim. Automated new digital sim sent yesterday, issue still exists. I want physical sim sent. No customer ********************** so I had to go here.iPhone 13

  Business Response

  Date: 04/29/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone from total by *******. On February 12th . Their terms of service states the phone will be eligible to unlock after 60 days. I called 65 days after. And they refuse to unlock my phone. Phone number ************ Phone imei: *************** Contact phone number: **********

  Business Response

  Date: 04/29/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:04/14/2025

  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.

  Subject: Visible Failed to Unlock Phone After Policy Requirements Met Complaint Description:I have been a Visible customer since November 2024 and purchased two phones directly from them. According to Visibles own policy, phones are to be automatically unlocked 60 days after activation.Both phones followed identical activation processes, but only one has been unlocked (as of April 2025). The other remains locked, even though the 60-day period has long ********* February 2025, customer ********************** claimed I had to activate the eSIMs directly on the device and wait another 60 days. I complied. In April 2025, I followed up again. One device was unlocked, but I was told I must wait another 60 days for the second, with no valid justification.I have spent hours on chat with multiple agents, each offering conflicting guidance. This is a clear violation of their unlocking policy and reflects either incompetence or bad-faith handling of customer ************* Number with ********************: ******** Other users have reported similar cases:************************************************************************************************************************* Desired Resolution:Immediate unlocking of the device A formal apology or written acknowledgment of mishandling Reasonable compensation for time lost

  Business Response

  Date: 04/20/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23199972
  
  I am rejecting this response because:
  
  According to Visibles official unlocking policy, any smartphone purchased from Visible will be locked for 60 days from the date the device was activated on the Visible account associated with the purchased device. Once the 60 days are up, your device will be unlocked automatically. It further states that the device must establish a network connection and register on the Visible network to be considered activated.
  
  Here are the facts of my case:
  
  I purchased an iPhone from Visible around December 2024.
  While in the ***** I activated my Visible service by transferring my eSIM to the purchased device. Calls and SMS worked normally, and the device successfully established a network connection and registered with Visible.
  This activation clearly meets the conditions described in Visibles published policy.
  However, Visible now refuses to unlock the device, claiming that because the service was later transferred to another device, the original activation is considered invalid.
  
  This is not consistent with their public policy. Nowhere does it state that the eSIM must remain attached to the purchased device for the entire 60-day period. Nor does it say that transferring service later voids prior eligibility. Their policy simply requires 60 days from the date of activation on the Visible account associated with the devicewhich was fulfilled in my case.
  
  Despite repeated attempts to resolve this directly with Visible, they continue to insist that I must re-transfer service back (which I did around Feb, 2025) to the original device and start the activation process over. This is not only burdensome but also contradicts their stated terms and misleads consumers about unlocking eligibility.
  
  I am requesting that the BBB review this case and take appropriate action to ensure Visible honors its publicly advertised unlocking policy and unlocks my device accordingly.
  
  
  Sincerely,
  **** ****

  Business Response

  Date: 05/07/2025

  Please see our attached response to the received rebuttal.

• Initial Complaint

  Date:04/13/2025

  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.

  Moto G 5G purchased from Visible store has TRACFONE software channel and won't get a 5G signal with Visible. This is absolutely ridiculous.Purchased on November 8th, 2024 from Visible Store. Spent hours on with Visible Support and still no 5G signal.I've never had 5G signal with visible since I bought this new phone. I believe the software difference is provisioning and it's preventing the phone to connect at 5G with Visible Finally if I ask ************ for help they tell me I have to talk to TracFone because that's where I bought it this is c***

  Business Response

  Date: 04/29/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23198976
  
  I am rejecting this response because:
  
  Sincerely,
  

   

  The matter is not yet resolved 
  

   

   

  ***** ******

  Business Response

  Date: 05/08/2025

  Please see our attached response to the received rebuttal.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23198976
  
  I am rejecting this response because:

  So I received the new device and the data is exactly the same as the previous device which is slow. I just don't know what to think. 

  I sure do appreciate my credit on my monthly bill however it's the least they could do. 

  Im speechless we are back at square one!

  Unfortunately this is not resolved. 

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

  Business Response

  Date: 05/23/2025

  Please see our attached response to the received BBB rebuttal.

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23198976
  
  I am rejecting this response because:

   

  To Visible Executive Relations Team,

   

  I am writing in response to your latest communication regarding my complaint (ID: *********. While I appreciate the efforts of your Executive Relations Team (ERT) to address my concerns, I find your proposed resolution regarding the slow data speed and 5G service, as well as the phone issues, unacceptable.

   

  You stated that after receiving the new branded phone, my data speed remained the same or even decreased. Your network team department also informed you that there were no records of issues in my area and that my location has high internet traffic, which causes speeds to vary, as does the 5G service. However, this explanation does not resolve the core issue of inadequate data speeds that I am experiencing.

   

  Furthermore, I must point out that the "new branded phone" you sent me, which was intended to resolve the issue, still shows Tracfone under the software version, not Visible. This is concerning, as my original complaint included the detail that the device I purchased showed Tracfone under the software version. Sending a replacement phone with the same underlying software channel does not instill confidence that the issue has been truly addressed.

   

  Finally, despite your assisting ERT agent educating me that "any android phone purchase in our website is not locked," my phone was indeed locked. This required engaging your unlocking team to assist in unlocking the device. This contradiction further highlights inconsistencies in the information provided and the solutions offered.

   

  The fact that my data speed remains consistently poor, despite receiving a new Visible-branded phone, indicates a persistent problem that needs to be addressed beyond simply attributing it to "high traffic." As a customer, I expect to receive the reliable 5G service that I am paying for. The current situation is disruptive and prevents me from fully utilizing the service.

   

  Therefore, I do not consider this matter resolved. I request a more substantive solution to my ongoing data speed issues, clarification on why the replacement phone still has Tracfone software, and an explanation for why I was sent a locked phone after being told Visible android phones are not locked.

   

  Sincerely,

   

  ***** ******

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

  Business Response

  Date: 06/03/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23198976
  
  I am rejecting this response because:

  Your company didn't fix anything. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/11/2025

  Type:Order 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.

  When I installed WIFI, ******* promised that they will give me a gift card as a reward, after registering for 3 months. However, I have registered ******* Business for over 3 months. But I have never got the email about **** Card that ******* promised me. And I have signed in to my account. I see the My Business Wireline. But I do not see ALERT CENTER as directed in your **** Card Promotion Help directive. I called ******** but they even told me that the **** Card does not exist! It is totally a fraud! At the same time, under the premise of being deceived, I found out that ******* tricked me into signing a contract with a penalty for breach of contract. If I cancel the service, I will have to pay a penalty, but they didn't inform me of this when I was signing up.

  Business Response

  Date: 04/10/2025

  Please redirect to the ******* Consumer Fios team

  Business Response

  Date: 04/20/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:04/10/2025

  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.

  Hello, I am a Visible customer and have been for about two years. I was using a Galaxy S23 Ultra I financed through them using Affirm. The loan ID is 43E5-WV3G. I noticed an ad on my Visible app on March 20, 2025, saying I was eligible for an upgrade, and if I sent in the Galaxy S23 Ultra in good working condition, they would pay off the loan as long as I upgraded and financed a new qualifying phone. So that is what I did on March 27, 2025. Visible received my old phone (in really good condition) and sent me a $320 offer. That offer was not enough to pay off the loan amount, so I tried to decline the offer, get my old phone back, and return my new phone because I cannot afford to be paying for two phones, especially when I do not even have the S23 in my possession anymore. Visible is refusing to send me my old phone back and refusing to pay off the entire loan, so now I am stuck with two phone payments. This is unacceptable.

  Business Response

  Date: 04/20/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 04/20/2025

   
  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:04/08/2025

  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.

  Hi there, I bought and activated an iPhone 13 from Visible by ******* in November 2024. I prepaid for one year's service, but three months passed by, and my iPhone is still SIM locked. Please see the uploaded documents for proof. If you can help remove my iPhone's carrier lock, that will be much appreciated. Below is information about my iPhone 13 Model Number: MLML3LL/A Serial Number: ********** Modern Firmware; ******* MEID: ************** If you need anything else, please let me know.Thanks

  Business Response

  Date: 02/28/2025

  February 28, 2025
  
  Better Business Bureau of **********
  **************************************** Rd. Building A, Suite 202
  **************************
  
  RE:  Complainant: ******* ***
          Complaint Number: 22999596
  
  
  Dear Ms. **** *.:
  
  Thank you for contacting *************** of Executive Relations regarding ******* ***** complaint.  In their complaint, received on February 28, 2025, ******* *** expressed concern about a lock on their device, despite prepaying for one year of Visible service.
  
  Upon further review, weve determined the customers concern should be addressed by our Visible team.  Per BBB guidelines, please forward ******* ***** complaint to the appropriate ******* Team:
  
  Email: ****************************************************************
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  Sincerely,
  ********
  Executive *********************

  Business Response

  Date: 04/20/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:04/04/2025

  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 contacted Visible via chat on there website. No phone number was available to use. The agent declined to assist me after several attempts, my account was canceled out of frustration, I was on an annual plan and still had time remaining. I contacted Visible again and was able to get my plan changed however I am still out the remaining time on my prior plan. I am requesting a credit on my account for the lost time due to an agent's inability to make a simple change that a later agent was able to make.

  Business Response

  Date: 04/20/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 04/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they issued a refund for less then I was asking for. They offered no other input or feedback. While this interaction was poor I did get a partial refund. I expect continuing to peruse this issue will not get me the refund amount I was asking for. I spend over 14 hours attempting to resolve this issue to date.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/03/2025

  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 contacted Visible within 5 minutes of placing an order online and told them I wanted to cancel the order. The chat agent told me it could not cancel it and no one there could cancel it. I then contacted via ******** and was told by a chat agent that a ticket for cancelation would have to be submitted. I later got an email stating the phone had been shipped. I don't want the phone or the service! As I have made very clear via multiple avenues.

  Business Response

  Date: 04/12/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23158043
  
  I am rejecting this response because:

  My package was delivered to them yesterday and I have not received a refund. They said it would be refunded "the moment" it was delivered to them, which was 9am yesterday morning but I have no refund. 
  

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