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:05/10/2024

  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.

  I recently purchased an iPhone 13 refurbished from visible on may 2, 2024 to replace my current phone. I already had service with visible and just needed to replace my old phone because it was broken. The new phone cannot be activated because it is SIMlocked. Keep in mind I bought this directly through them so I wouldnt have an issue since Im already a customer with them. Ive now been without my phone for a week. No service. This has caused me to not be able to work. They escalated the case finally after a week. Then send an email on a Thursday (05/09/24) saying it will be 3-5 business days. That means a whole extra week without my phone and Im not even sure if the problem will be solved. They only have chat and the agents do not look into previous chats. You have to explain the same thing over and over and over. Im out of $429 and my phone number Ive had for 15 years. I need my phone number immediately as it is tied to my work accounts. It took about 4 days and multiple hours on chat to even have them realize it needed to be escalated. They do not even care when I express I am potentially on the verge of losing my job because of this. Horrible support and no rush to help their customers in need.

  Business Response

  Date: 05/17/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:05/09/2024

  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 business sold me on a low monthly rate for phone services, and money back towards my used iPhone. I mailed my iPhone to the company and never received a credit or money back for it. Vision is asking me to pay 37 dollars a month- 25 for phone services and 12 for the new iPhone. At the same time, another company affirm has been taking out 37 a month for the contract with vision. This was never mentioned when I signed up (paying two different company for the same amount). Vision does not have a number for customer **********************. I would like to end affirm, whom told me vision contacted them for the iPhone I currently have. I have never had to pay two different companies for my cell service. I would also like the money for the working iPhone I mailed to vision. My bank statement in the photo is for one month, but it's happened monthly since, November.

  Business Response

  Date: 05/13/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:05/08/2024

  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 am filing a complaint against visible by ******** I tried to set up cell service through the Visible app and to purchase a new phone through the app for my sons new cell phone line.(************************************) When I tried to complete the cell phone purchase using the Affirm payment option on the Visible app, I received an error message. It said to try again later. I did that a total of seven times. Each time I got an error message. I then went to the ******** website and purchased a new phone using Affirm. I had no difficulty. I logged into my Affirm app, and I saw that I had eight charges for a new cell phone. The Visible company put seven charges onto my Affirm, even though they stated on the app that there was an error, and to try again later. When I saw the charges, I contacted the live chat on Visible. I asked for help, and the chat representative told me there were no orders on my account. I asked for this in an email verification to give to a firm so that the charges would be removed. The representative told me that they were unable to provide that documentation. I contacted a firm and spoke with a live representative. The representative told me they need written verification from Visible in order to refund the monies that were already taken and to cancel any additional payments , I am in a predicament. A lot of money has been taken from me by visible for phones that were not ordered. I am respectfully asking that my moneys be returned immediately.

  Business Response

  Date: 05/11/2024

  Please see our response uploaded to portal 

  Customer Answer

  Date: 05/13/2024

  I have only received money back from one of these charges. As is seen from the business response; there are no orders. When will I receive the additional monies back?? 

  Business Response

  Date: 05/17/2024

  Please see our attached response to the BBB rebuttal.

• Initial Complaint

  Date:05/07/2024

  Type:Delivery 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 decided to give this *********** a try and to my dismay found it to be horrible experience.I ordered a new phone. new line and paymts through Affirm. After reviewing the phone which was not correct. I contacted support through app chat as real person is not an option with this company. In "Chat" i was conveying to cancel the order and conversed for 12 minutes before being disconnected. You see Visible has set it up son when in app chat, they send a email vitrifaction supposedly to access your account. However after doing so I was disconnected clicking of the email verification link. I then had to start the whole process OVER!When the second agent came on Chat, I explained what had transpired, she apologize and stated well get the order cancelled right away after again some nearly 10 min, she to sent a email and upon clicking it , I was redirected back to app chat and disconnect again.Again in a third chat, I explained I was frustrated, and how as a NEW customer the company was failing miserably at how the customer care would be in future dealings and that this was bad customer support being back in chat for the 3d time. again a apology and stating she would address my concerns. After nearly 5 minutes she stated that we can't process the cancellation as order has processed through.I explained I can see in Affirm order pending and as well in the Visible account the order is processing and "Not" completed. She again indicated she could do nothing. I explained,If in fact what you claim to be unprocessable, it is because Visible deliberately discontinued chat in two previous communications, and is in fact the Companies fault for any claimed inability to cancel...having allowed the order to process through by bad faith actions.FTC makes Clear....Internet Market Rule, When You (on-line seller) Must Cancel an Order:You must cancel an order and provide a prompt refund when: "the customer exercises any option to cancel before you ship the merchandise"

  Customer Answer

  Date: 05/08/2024

  Please find the additional proofs o the false advertising Visible entered into and for which internet marketing sale was inducment by false advertising, misleading consumers, and fraudulent claims in the promotional that ****** Pixel 8 was to be discounted with ************ for $240 off the $6999.

  This act was fraudulent by Visible and violated FTC Truth in Advertising and Uniform Code for Commerce and Trade of Sales, Goods and Services.
  

  Business Response

  Date: 05/15/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21680150
  
  I am rejecting this response because:

  Visible appears to be confused, and the response is unrelated to the complained of matter regarding the "COMPLETED" transaction for which "Full" price was charged of $699 and billed to Affirm Pay Also let me reiterate that the Truth in Advertising and Misleading consumers by Misrepresentation of the discount CODE "Google1" for which $240 fails to apply, is fraudulent inducement of a sale violating Federal Law and State of Michigan Consumer Protection law for which additional investigation complaint process is forthcoming.

  Lastly, the device was refused in *** delivery and the attach reflect the return and receipt of the shipped product back. In an email, it was communicated to Visible that failure to credit back "AFFIRM" account would result in additional consequences in 3 days, with a notice email on May 14th. Therefore, if Visible continues to harm the consumer, that further action wil take place to recover damages and punitive action as well.

  Visible has for the aforementioned reasons not address any of the complaint made as evidenced in the attached files.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/24/2024

  Please see our attached response to the BBB rejection.

• Initial Complaint

  Date:05/06/2024

  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 bought a visible annual plan as a gift for a friend for a year on Friday, 5/3/24. Less than 3 days later on the morning of Monday 5/6/24, my friend was having issues with her service and decided she did not want it. I spoke with Visible to seek a refund. I tried to negotiate with the company, asking for any of the following to which they said no to all of them:- Full refund - Partial refund (deduct one month of use worth)- Add the days remaining to my personal plan I have with them - Transfer the plan to someone else by changing email and name on file.Visible has refused to accommodate me in any manner stating that the amount of data to qualify for a refund has been passed. I find this absolutely preposterous given that the service was used for less than 3 days out of 365 bought. I find it unbelievable that there can't be some kind of customer ********************** action that can be taken to rectify the situation.I am seeking any of the 4 resolutions offered above in order to close my complaint. Ideally the time would simply be added to my plan (362 days worth) as it can be proved that I have paid for both plans from the same bank account.

  Customer Answer

  Date: 05/08/2024

  A refund was offered by vendor that satisfies my complaint. Thank you!

• Initial Complaint

  Date:05/06/2024

  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.

  On April 30, 2024, my bank discovered that my credit card had been hacked and canceled my card. at the same time visible was trying to collect my monthly payment of $25 but the card had been canceled by my bank so I had contacted customer ********************** at **********************. First of all trying to get to customer ********************** is very difficult. You cannot talk to a person. You can only text or message because they have the worst customer **********************. After taking about 20 minutes to a half an hour you will finally get someone to look at your account. I have spent about 10 hours since April 30 with visible customer ********************** and no resolution. I am now stuck with the phone that I cannot use calling or texting on because they have blocked my account. I cant get a real person to call me, so I can explain to them the issue. They read from a script and dont answer your questions.

  Business Response

  Date: 05/13/2024

  Please see our attached response to the BBB complaint. 

• Initial Complaint

  Date:05/03/2024

  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.

  Today is May 3, 2024, and I have been trying to activate my service for two days now. I opened my account and ordered my phone using a GMAIL email address, because the VISIBLE system would not recognize my email domain as being valid due to having a hyphen in it. I was told by the chat team that once my account was verified that they would be able to escalate it to the back end team to change the email to my email domain and that there would be no issues. So, I did just that. Contacted support after having my phone ordered and email verified to have the email changed to my actual email. However, now I am unable to log in with EITHER email, nor can anyone on the chat team assist me because they cannot verify my identity without their verification email to an email that their system does not deliver email to. I have spent over 4 hours on chat with the support team over two days trying to get help, and was told at 5pm local time 5/2/24 and again at 8pm local time 5/2/24 that someone from the Triage Team would call me within "one to two hours" on an alternate number to get the issue resolved. However, twenty hours later, and I am yet to receive a call, no is the issue resolved. At this point, I have an expensive paperweight and no one at VISIBLE can or will help.

  Business Response

  Date: 05/08/2024

  Please see our BBB response attached.

• Initial Complaint

  Date:05/03/2024

  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.

  I have 2 charges from this company that I did not authorize nor do I use this company for anything. My bank has credited back my account for the 2 charges but since they are apparently recurring charges I will continue to be charged for this. I have attached the correspondence when I virtually spoke with an agent from Visible. She couldn't find any account for me in her file. She then called me on my cell phone and told me there wasn't anything she could do because she couldn't find an account. She told me to call my bank and report these charges as fraud. I did call my bank and they said because they are recurring charges I will be charged again. I believe this is a scam as I did not use this company for anything and I would like these charges to stop.

  Business Response

  Date: 05/08/2024

  Please see our attached response to the BBB complaint. 

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21662689
  
  I am rejecting this response because:

  I have an email where they are looking into the charges but no resolution has been made. I am worried since there is no resolution that I will continue to be charged. Until this matter is completely resolved I do not consider this done. 

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

  Business Response

  Date: 05/16/2024

  Please see our attached response to the BBB rebuttal.

  Customer Answer

  Date: 05/18/2024

   
  Complaint: 21662689
  
  I am rejecting this response because:

  Visible found where my card was fraudulently charged twice. The first time it was charged I cancelled my card and my bank issued a new card. i was then charged a second time on my new card. I called my bank and they to,d me whoever did these fraudulent charges set it up to be a recurring bill. So canceling my card did not take care of the problem. I told the rep at Visible that their solution of cancelling my card wasnt an option. I told them since they found the person that they need to do more. 
  This solution of me cancelling my card is not an acceptable solution. I am not happy nor satisfied and will continue to reject their response considering  they didnt do anything to fix the problem. This matter is NOT resolved.

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

• Initial Complaint

  Date:04/25/2024

  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.

  Bought a pass to roam cell service. The pass worked in part for 30 minutes then had no service

  Business Response

  Date: 05/02/2024

  Please see our attached response for the BBB complaint received. 

• Initial Complaint

  Date:04/24/2024

  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.

  1/12/24---DATE...105.93---AMOUNT...promotion, after (purchase/delivery/activation) customer will be reimbursed 100% for purchase---COMPANY COMMITTED TO PROVIDE...105.93 credit was not refunded and criteria was met & company granted ****** in credit yet, neither was given--DISPUTE...no, they communicate by chat bots only. The company's email address auto reply states, "can not be responded to..." sends you back to the chat bot which does not understand what to do and requires human intervention. The parent company redirects you to the same computer chat bot. It's just a run around loop of getting nowhere.---NO COMPANY HAS NOT RESOLVED...722560358338---ORDER/TRACK#...promotion can still be seen on their website--AD

  Business Response

  Date: 05/03/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 05/13/2024

  THE CASE HAS NOT BEEN RESOLVED/EMAIL BBB/ THE COMPANY NEED TO BE LIST AS A BAD BUSINESS TO DEAL WITH/DISHONEST COMPANY

  THE COMPANY LIED TO YOU TOO...THEY MADE NO OFFER TO RESLOVE WHAT THEY SAID THEY WOULD DO

  YES, CASE NEEDS TO REMAIN OPENED

  Customer Answer

  Date: 05/13/2024

  HELLO ****************,

  THE **** IS DUE TOMORROW(REPEAT ISSUE not RESOLVED)

  ISSUE WAS SUBMITTED AHEAD OF TIME  SO THERE BE NO SERVICE DISRUPTION/NOW YOU TOO EXPERIENCE THE PROBLEM THIS COMPANY IS GIVING

  HAVE THE ****** CREDIT ON THE ACCOUNT

  THE COMPANY NEEDS TO PULL FROM IT AS THE **** IS DUE TOMORROW

  THANKS FOR YOUR ATTENTION TO MATTER