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:05/23/2024

  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.

  4-23-2024 Our accounts that are with ******************** are identical except my line is being billed $10 more. My cell with a watch for the year is $417 while my wife's is $407. Visible refuses to correct my account.

  Business Response

  Date: 05/30/2024

  Please see our attached response to the BBB complaint. 

• Initial Complaint

  Date:05/22/2024

  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 recently bought a new iPhone from visible. I traded in my old iPhone and they offered me $119 for it. Visible received my trade in on 5/5/24. I received a message from them the same day saying that i would receive the agreed upon trade in credit by it being sent to my bank already on file. It would be delivered there by may 8.I never received it. Since that time I have contacted them by chat on five occasions only to be told that I would be receiving a virtual credit card. After the first chat they said it would be sent in ***** hours. After the second call, 3-5 business days. The third call, **************************************************************************** 2 hours only to receive an email an hour later that stated that it would be 3-5 business days again.I have all the emails I have received from should I need them as proof. All I want is my $119 or my phone returned.

  Business Response

  Date: 05/31/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 06/01/2024

   
  Complaint: 21748707
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************

  Customer Answer

  Date: 06/01/2024

  I have not received my credit and this is the third time they told me my credit was issued and I have yet to receive it 

• Initial Complaint

  Date:05/21/2024

  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.

  I was recently a valued customer with ********************** LLC, and my time there was remarkable up until recent events. I began my plan in April, I purchased their 45/mo plan. I later learned that $45 was going to be unaffordable to ****** switched my plan before my bill was due. I changed to their $25/mo plan, as it was affordable to me. I had a recent bill due for $25 on May 19th & my card was automatically debited. After payment, I was expecting everything to be in good standing until I learned I was being expected to pay an additional $45. I contacted customer ********************** expecting them to resolve the issue with my *************** team came to NO resolution. In the process of trying to resolve my billing issue, I received an email stating that an order was cancelled & that I should expect a refund within 2-5 days. I contacted customer ********************** again to only be told I will NOT be getting a refund & still no reactivation on my monthly service. My experience with VISIBLE SERVICE LLC is 0/5 stars

  Business Response

  Date: 05/24/2024

  Please se our respones attached for the BBB complaint received.

• Initial Complaint

  Date:05/19/2024

  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 switched to Visible for a short time but ultimately had to cancel based on their overall lack of service. Numerous times, friends and family would call but the call never came though. Video messages converted to pictures and would not play. The last straw was when I stopped receiving voicemail notifications and could not use visual voicemail. I had no clue i wasnt getting vm until someone told me my mailbox was full. When I checked, I had missed several very important messages. I spent 20+ minutes chatting with an agent one day who could not resolve the issue. I tried again a few days later and spent over an hour chatting with another agent who still didn't fix it then suddenly ended the chat without warning or follow up.

  Business Response

  Date: 05/21/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 05/22/2024

   
  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:05/17/2024

  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.

  I was charged by them 4 times in the same day for $15. I had to cancel my bank card and now have to wait to get my money back

  Business Response

  Date: 05/21/2024

  Please see the attached response to the BBB complaint. 

• Initial Complaint

  Date:05/16/2024

  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.

  Due to the Acp phone program shutting down I switched my cell service from Selectel to Visible wireless. I signed up online and entered my phone information. My phone was checked for comparability and Visible sent me new **** card. As soon as I installed sim my phone had error "change carrier. Sorry your service cant be activated on another carriers network right now. For help call ******** My phone has never been activated with ******** I checked with my previous carrier,selectel and they said my phone had been ported to Visible and that they were not causing error. I spent several hours on support chat without any resolution. Visible sending different sim was sent requiring signature. I attempted to sign for package ahead of time with *** driver but package not delivered. I just had heart attack in March and need my phone. Both Visible and Selectel work on ******* towers most carriers like that can use ******* sim card that I could buy locally but Visible will not allow it. Now visible has my phone locked and I cant go to another carrier. Now I'm supposed to wait here tomorrow until *** delivers again. I have been told that before by *** and waited all day and still didn't deliver. I researched the error and others have had same problem with Visible that never were resolved and the people had to buy new phone because visible has it locked. I requested refund and unlockmy phone from their service. They refused stating I had to install new sim card to resolve error. *** says package will be delivered by 12 tomorrow I'm cancelling plans and making sure I'm here until 12. If sim card is not delivered somebody needs to step in and resolve this c*** Visble tells me that *** requires every package to have a signature and I know that's not true. I believe I could buy a ******* sim card at ******* that would solve the problem but visible wont allow it. If I remove the Visible sim card and install old sim card error goes away.

  Customer Answer

  Date: 05/16/2024

  I recieved new sim card and installed it with help of Visible support received same error. I was told to call the ******* # on error I recieve on phone. I called but unable to speak to someone because I dont have ******* #. This is VERY frustrating my phone is network locked and I cant use it or even go to another carrier. I am not a stupid person I have technical training. WILL SOMEBODY PLEASE STEP IN AND HELP ME? I am low income and dont have money to purchase new phone. My phone is less than a year old.

  Business Response

  Date: 06/18/2024

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21717011
  
  I am rejecting this response because: Visible was attempting to force me to sign in to old account verification. I dont trust Visible after they locked my phone and I'm not signing into anything for them. I never used Visible service. The visible response is a lie. My phone is not estim compatable and no conversation involving that subject ever happened. Visible has also charged me another months service that was never activated. Both the **** visible sent me locked my phone up and they told me not to remove sim. I changed my service to Twigby and recieved new sim. I installed the sim and phone started working immediately. My phone also worked with Selectel service before Visble,the problem was Visible Technical support didn't know what they were doing. Visible charged me another month service without me signing into their verification service and they can REFUND that money without verification.  Visible held my phone hostage stating there was a problem with my device when the problem was Visible. Visible did eventually provide me with port out information but refused to when I asked them to after receiving second sim that did not work. When Visible **** were in my phone it immediately went to screen saying phone was unable to be activated. The second sim did exact same thing. Inserted Twigby sim and phone works great. Others on the internet had problems with Visible locking there phones.
  .
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/14/2024

  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 created an account on March *********. I brought with me a ******* s22 ultra and ported my number from ******** I saw a promotion stating "Switch to Visible with a ******* phone and get a $50 gift card."When I checked the terms and conditions all I saw was that I needed to have paid for 3 months of service in order to get the gift card.I successfully paid for the third month of service on May 10th 2024.I reached out to their customer care on May 13th to inquire about the gift card and was told that it was only for the ******* S24 ultra.My issue is that was a very deceptive promotion as the stated "a ******* phone" and not "a ******* S24 ultra"I also remember reading about the 3 months and never saw anything about the phone having to be that particular model.I want what was advertised because I held up my end.

  Business Response

  Date: 05/17/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21707023
  
  I am rejecting this response because:
  My issue is that deceptive advertising was used. The promotion was misleading and I feel that is unethical and immoral. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/13/2024

  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 became eligible for a device upgrade per ********************'s Upgrade Program requiring that I pay off at least 50% of my current device financed through Affirm. I spoke with a live agent @ Visible on 4/23/24 to confirm that my account reflected that I had paid off at least 50% & was told that their info reflected that & I could click on "Upgrade Program" from their site and order what I wanted to upgrade to. This program provides that they will pay off the remaining balance of old device once I order the new device & return old one. I ordered an iPhone 15 Plus on 4/24/24 via Visible site, financed through Affirm. I then transferred service to it but realized that I had no shipping label to return my old device so I contacted a live agent. The 1st agent was not able to help with the shipping label & told me that I had "mismatched information" on file and they would correct it. I had to speak with 2 other agents about this same issue because no one could find a way to generate a return shipping label. A 3rd agent escalated the issue and determined that the iPhone was purchased as a "regular order" and not as an upgrade. He instructed me to return the ************* again through an upgrade email that I should receive. I hadn't received any emails up to this point &didn't realize I needed one. I returned phone &my loan was cleared. I contacted Visible agents to determine how to process upgrade. I was told 5/8/24 that I was only 49.9% paid off which wasn't true but I went ahead & made an extra pymt to Affirm on 5/10/24 which brought me to 54% paid off according to Affirm loan records. I contacted Visible on 5/13/24. Agent first said that their records showed that I had 45.3% LEFT to pay and "thats why I'm not eligible for upgrade". I said, that means I have PAID OVER 50% to which she corrected herself & said she was mistaken & that was what I had paid so far. I said that was incorrect & she told me to contact Affirm. Affirm said they cannot help with this, it's a Visible issue.

  Business Response

  Date: 05/21/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:05/12/2024

  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.

  Most useless phone company. Not only do they not know their own service, this service is awful most times. Cant even use my phone because they will eventually ship a new sim. clowns.

  Business Response

  Date: 05/17/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21700504
  
  I am rejecting this response because:  Customer ********************** has been a clown show since day one.  *** was not explained correctly.  Why deactivate until I received new one?  Circle talking at this point.  Typical.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/10/2024

  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.

  From October 7 2023 to February 6 I was charged by visible through autopay and did not use service when I mentioned it to them twice they failed to offer compensation. On May 8 I purchased a phone with 2 day delivery. It is may 10 and the phone hasn't arrived I asked for a refund because it was not delivered as promised and they became hostile and un cooperative.

  Business Response

  Date: 05/17/2024

  Please see our attached response to the BBB complaint.