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:06/12/2024

  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 want to access my Vision by ******* account however I tried to get the email changed since I can no longer access the email however they will not allow me to change the email! They have completely declined any request to update my account so that I can access the account. I would like to fully end my service with this provider immediately ending all future payments associated with AFFIRM. AND VISION BY ******* which oddly enough did not come up in your system. Unlimited data is a gimmick as well A LIE.

  Business Response

  Date: 06/07/2024

  This is in response to the complaint filed by Ms. ****************************

  Business Response

  Date: 06/07/2024

  This is in response to the complaint filed by Ms. ****************************

  Business Response

  Date: 06/07/2024

  This is in response to the complaint filed by Ms. ****************************

  Business Response

  Date: 06/20/2024

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:06/12/2024

  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.

  On or about 30 May 2024 I decided to give Visible by Verzon cell service a try. Looking at their web site I felt there was a 15 day trial period in which I could cancel at no cost. Following prompts on the web site I picked the Visible plan at $275 for the year thinking if I like the service I wanted to save money by paying for the year vice by the month. I also planned on trying *******s home internet since I could save $5 a month on it being a Visible customer.After using the ********************** for about 9 days I had learned that my code to save $5 a month on ******* home internet did not work and that the cell service was not very good. I was paying for 5G service but only getting 4G at home, work, and in between even though *******s map showed I should be getting 5g. Also, the few times I did see 5G connection, speed tests showed the download speed to be very low.I decided to switch to another cell service before the 15 days was up. After leaving I noticed they had charged me the $275 so I contacted them about a refund. I was told since I have not signed up for the 15 day trial I could not get a refund. I did not know I had to sign up for the 15 day trial.I believe that the web site is misleading and the need to sign up for the trial is a little sneaky on their part and I want a refund. I would even be ok with a prorated refund paying for one month of service.

  Business Response

  Date: 06/14/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 06/14/2024

   
  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:06/12/2024

  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 cell phone service through visible by ******** My service keeps getting dropped and when I tried to reach out to customer ********************** through their chat platform I keep getting the run around. No one has resolved the issue. There is no outage. They couldnt resolve nor eilll they refund my money

  Business Response

  Date: 06/19/2024

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21837350
  
  I am rejecting this response because:
   Hello,
  Below are the main issues I had with visible:
  1. My Hotspot signals kept disappearing and I would have to log in, put in my password and start over again repeatedly, which was frustrating and huge waste of time.
  2. Before I called in there was about a month where service was just horrible
  3. When I chatted in to report, each chat would last at least one hour during which time not much actually get done in the first hour as it was mostly verification.
  4. On the average,  I spoke to about three people before I was taken seriously. Each associate gave me different things to do. 
  5. One associate said they would try to 'reprovision' my phone and told me to wait. This associate seemed knowledgeable at first but after about 15 minutes of waiting, the chat disappeared and no one called me back.
  6. Since i had NOT wifi service, I was at the mercy of public wifi. I did the chats at the *** store near me in ***** AZ
  7.  What happened to me was not as simple as visible discovering an unknown issue and then resolving.  
  8. Instead what happened was I had practially no reliable coverage for one to two months which was pretty much ignored.
  9. When they tried to help, they did something that made the sevice disappear entirely. No one however contacted to let me know what they were doing, how long i had to wait, who was doing what.
  10. Instead, I had to go back to the  phone store with wifi so I can find out whehter there is any hope in getting my phone the way it was before the associate 'reprovisioned' it and then disappearted entirely.
  11. I learnted that VISIBLE chat systems= is inefficitn, convoluted, impractical (we cannot take a call if our phones aren't working and most people do not have a secondary phone or landline anymore.
  12. Each chat is such as test of your typing skill and patience that by the time you are finished you wonder how in the world you have spent coupld of hours and still nothing has been done.
  13. The associates take a long time in just trying to verify that by the time it's all done, you've wasted about a lot of time.
  14. Many of the security questions- like the ***** you have to know the phone well to navigate. 
  15. Some of the security questions like the last four digits of your credit cards, most people would NOT readily know it.
  16. As I mentioned , each evening after work I would jump on the chat to see if anyone had any update.
  17. Each time I chatted with a different associate, it was always a 2-hour marathon at least. 9. I have an iphone 8 and my battery was draining fast. I had to be plugged in the whole time using public wifi and visibile chat is extremely slow in response time
  18. NO one emailed, texted or contacted me to let me know they were working on my issue whenever they 'discovered' there was an unknown error.
  19. The only thing that happened on my end was my chat was abrupty ended with no explanation.
  20. The next time i chatted in i had to start ALL OVER again - and explain mysefl.
  
  
  21. Finally one associate got smart and decided to give me a case number.
  22. Even after having a case number, it took two days of chatting just to get to anyone sensible15. FINALLY , after close to giving up, I turned to BBB and wrote a review and that was when I got upper management's attention.
  23. To sum it all up, i was given the run-around repeatedly after a month of not getting service after I contacat visible. First they ended the chat for no reason after i've been on the chat for hours with them. they asked me hang on that they has to 'reprovision' my account- yes that was the exact word' reprovision.
  24.  As I was already missing important text and phone calls, not to mention job opportunities from potential employers for interviews, I needed to get service on visible.
  25. Lastly, ****'s simplified version of the story missed important details mentioned above.
  Sincerely,
  
  *******************

  Business Response

  Date: 07/02/2024

  Please see our attached response to the BBB complaint. 

  Customer Answer

  Date: 07/11/2024

   hello,
  
  My case is not resolved. Below are the main issues I had with visible:
  
  1. My Hotspot signals kept disappearing and I would have to log in, put in my password and start over again repeatedly, which was frustrating and huge waste of time.
  2. Before I called in there was about a month where service was just horrible
  3. When I chatted in to report, I spoke to about three people before I had to go as the phone stores that let me use their wifi was closing.
  4. VISIBLE chat systems are such that they take a long time in just trying to verify that by the time it's all done, you've wasted about half an hour.
  5. Many of the security questions- like the ***** you have to know the phone well to navigate. 
  6. Some of the security questions like the last four digits of your credit cards, most people would NOT readily know it.
  7. As I mentioned , each evening after work I would jump on the chat to see if anyone had any update.
  8. Each time I chatted with a different associate, it was always a 2-hour marathon at least. 
  9. I have an iphone 8 and my battery was draining fast. I had to be plugged in the whole time using public wifi and visibile chat is extremely slow in response time
  10. NO one emailed, texted or contacted me to let me know they were working on my issue whenever they 'discovered' there was an unknown error.
  11. The only thing that happened on my end was my chat was abrupty ended with no explanation.
  12. The next time i chatted in i had to start ALL OVER again - and explain mysefl.
  13. Finally one associate got smart and decided to give me a case number.
  14. Even after having a case number, it took two days of chatting just to get to anyone sensible
  15. FINALLY , after close to giving up, I turned to BBB and wrote a review and that was when I got upper management's attention.
  16. To sum it all up, i was given the run-around repeatedly. First they ended the chat for no reason after i've been on the chat for hours with them. they asked me hang on that they has to 'reprovision' my account- yes that was the exact word' reprovision.
  17.  As I was already missing important text and phone calls, not to mention job opportunities from potential employers for interviews, I needed to get service on visible.
  
  before i contacted visible. i was having issues with hotspot signals. 
  when I contacted visible, I must've chatted with 8 different individuals - each gave me a different story.
  AS I had no wifi, I was at phone store , with my phone plugged into their wifi system, until the store closed at 8 pm. The chatting process took at least one hour each at a time with nothing resolved. When it did not work. I would go back again the next day as they promised it would be done the next day. 
  **when asking for live associate, VISIBLE will say they can call you - but if your phone is down how can I receive a call when there is no service? so that in itself is a very convoluted way of saying they do provide live assistance via phone when actually no one can receive calls if they are having issue.
  
  I submitted the above but I don't think your office receives it. please update my record. thank you
  
  *******************
  ************
  

  
  

  Business Response

  Date: 07/12/2024

  Please see the attached response to the BBB complaint.

• Initial Complaint

  Date:06/11/2024

  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.

  Over the past 2 months I've contacted the service provider due to an extremely slowed service in my area. Multiple people have been affected. I live in a small town. When I first contacted them I was just trying to file a report or a "trouble ticket" in cellular terms. Each time i was mocked and laughed at with them only trying to find ways to get me to update my phone, reset settings, etc. I managed to accomplish all of them with a slow internet connection, and they still refused to help me. They consistently told me I would get a call back from a supervisor and never did so. I have been in the wireless industry all my life, I've never seen a wireless company do this to their customers. Their only interest is getting you off of the phone. They make no attempt whatsoever to rectify the issue, and having worked for every major cell carrier, their is an issue. This type of 'customer' ********************** should be investigated. They're dodging customer complaints when there, in fact, is an issue.

  Business Response

  Date: 06/19/2024

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:06/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are refusing my refund for a package that was not delivered I have spent a total of about 40 hours with support trying to get this resolved this is unacceptable and have been promised my money back a couple times over the phone and its been a year and still have not got anything back. They just kept delaying me and never reach out. Never had this experience with any other business

  Business Response

  Date: 06/18/2024

  Please see our attached response to the BBB complaint received.

• Initial Complaint

  Date:06/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to get in contact with the business. They have no available phone number. There are two charges showing on the account I need to address. The online chat is a BOT and not a real person. I need a phone number to be able to speak to someone regarding this issue.

  Business Response

  Date: 06/13/2024

  Please see our attached response to the BBB complaint. 

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21813062
  
  I am rejecting this response because I have not communicated with visible regarding this compliant. They have emailed me once but have not provided a way for me to contact them via phone. This matter is not resolved and will remain so until I am able to speak with them regarding the matter.
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 06/14/2024

  Please see our attached response to the BBB complaint received.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21813062
  
  I am rejecting this response because same reason. They won't allow me to contact them. How can they resolve the matter when they refuse to let me contact them?
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:06/04/2024

  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.

  On 6/3/2024 I got a new phone and attempted to transfer over my **** using the Visible app. I've done this several times before as I switched phones a few times before deciding on a phone I like, in previous cases I never had an issue, but now I can not get my **** to activate at all on my S24 Ultra (unlocked) that I purchased. The IMEI1 of the device is *************** The IMEI2 (if needed) is *************** My phone number on the account is ************ and email is ******************* Each time I attempt to download the **** via the app, it gets stuck on the esim downloading screen that says it should take less than 5 minutes. It stays there for about 15 minutes, before saying it's taking longer than usual and they'll email me when it's ready. I tried chatting, and the agent was unable to fix anything, or provide any additional guidance, other than "try again later". I also tried using a QR code to add the esim, and get an error that says the esim is not ready yet, and to contact my carrier. I appreciate some assistance in getting this resolved ASAP. I no longer have my previously activated phone, so as of now I have no phones with a working visible ****. As such please contact me via email, as my phone will ring straight to voicemail with the sim not activated. It seems like there is some type of backend issue, which is why I'm opting to escalate the issue, rather than conitnuing to try my luck at chat. Thank you in advance for any help you can provide.

  Business Response

  Date: 06/05/2024

  Please see our attached response to the BBB complaint. 

  Customer Answer

  Date: 06/05/2024

  This issue has been resolved, please disregard the complaint.
  Thank you,
  *************************
  

  
  

• Initial Complaint

  Date:06/03/2024

  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 Visible phone number is ************, I contect Visible support today on 6/03/2024 and spoke to ***** and he refused to connect me with a member of leadership. My phone service is constantly stalling and not loading data when I access apps such as ******** Mail, Safari, etc. This issue happens every month with my phone service and I want to be reimbursed now for my last bill that I paid so that I can change mine and all 6 of my family members lines out of Visible.

  Business Response

  Date: 06/06/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:05/29/2024

  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 activated Visible service with phone #************, account #************. After dropping my phone, I ordered a new iPhone SE from the Visible website... thinking that they would know the **** # of the phone they sent me and make the replacement process easy. Whenever I try to use the Visble app to download the eSim, the Visible app tells me that the phone is carrier locked. It should be locked to Visible, which is the carrier I purchased the phone from and the carrier that I'm trying to activate service on. As a result of this error, I am paying for service that I can't use and I have no working phone... even though I have a new phone just delivered FROM VISIBLE.

  Business Response

  Date: 06/06/2024

  Please see our attached response for the BBB complaint received.

• Initial Complaint

  Date:05/25/2024

  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.

  I ordered an iPhone 13 on Monday 5/13/24 with overnight shipping. Checked status Tuesday as phone never came. Website stated it still hadn't shipped. I was then assured it would be here within TWO days. Still no phone on Wed all day. Reached out to customer ********************** and got the run around again about how they would need to escalate it etc. Never received any response. Still no phone on Thursday and again they had no answers. By Friday, phone still had not even shipped, so I cancelled the order. Within 2 hours of cancelling it, I received an email stating the cancellation was successful and I'd receive a refund within 2-5 days. It has now been 8 days since the order was cancelled and I've received no feedback on this matter. I've reached out twice now and spoke with a rep stating the issue is being handled by a higher up and I've requested a phone call from a manager or higher up both times. They stated someone would call me within 30 minutes and both times, no one did.

  Business Response

  Date: 05/30/2024

  Please see our attached respones for the BBB complaint received.

  Customer Answer

  Date: 05/30/2024

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