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:04/24/2024

  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

• Initial Complaint

  Date:04/20/2024

  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 engaged in the Visible 15-Day Free Trial program activating my personal phones eSIM witch is my property, and visible does not have any rights to dictate what I do with the eSIM.After the free trial I decided Id like to purchase the Visible $25 plan, and the free Physical SIM card kit that I had in my Shopping cart before I saw the free trial offer.To my surprise after engaging in the free trial using my eSIM Visible refuses to ship me or any customers a Physical ****Kit unless they reactivate their own eSIM.This is a terribly flawed system as I could buy a physical ****Kit before the free trial without activating my personal property (my eSIM) but after the free trial I am refused a physical ****Kit unless I reactivate my eSIM.Visible has no right to force me to reactivate my eSIM before shipping me a physical ****Kit because the eSIM is my property not the company's, and they would sell me the ****Kit before the free trial without the activation of my eSIM being necessary in the first place.If a customer uses the free trial to completion and then uses their own eSIM with a different carrier, meaning its no longer available, the customer is now simply unable to receive a physical sim card from Visible and this simply absurd as the eSIM is not the property of Visible to began with.

  Business Response

  Date: 04/29/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21601533
  
  I am rejecting this response because:

  The business is simply ignoring the issue at hand and I don't appreciate it.

  I have already informed the business that upon engaging in the free trial I was not informed that if I activated my esim then moved on with my esim before deciding to purchase service, I would be blocked from purchasing service for 6 months, unless I reactivate my esim that visible has no right to dictate what I do with in the first place. My esim is integrated into my phone that I own visible has zero rights to require anything about the esim when they could send me a physical SIM card before engaging in the free trial with no problem.

  The problem is that their free trial system is designed poorly. They need to fix it so that this doesn't happen to other customers.

  I should not have to create a whole new email address a whole new visible account or lose out on the service I'm already utilizing with my esim because visible has a bad system, they should just fix the system.

  Why should I as a customer be forced to go out of my way to get around visibles bad system? It doesn't make sense. The fact that I could have activated a plan with visible before engaging in the free trial with a physical SIM card arriving in the mail tells me everything I need to know. They just don't want to solve the problem and it's going to put other customers in my situation. I'm being denied service for 6 months unless I cancel my current service/ or just don't use the number causing me to lose out on the money I've already spent on behalf of visibles bad free trial system.

  If visible is worried about fraud I completely understand that but the system doesn't have to be designed in a manner that refuses a customer activation of a physical SIM card. I'm literally asking to be a customer and they're saying no because I engaged in the free trial. They should redesign the system in a manner to where you can't engage in the free trial system once you've already done so on an account level or an IMEI level, but there's no reason to design it in a manner to where you can't get a physical SIM card to continue service without activating the esim. That's ridiculous. The esim is not their property to dictate what to do with.
  

  I have again provided a screenshot that proves visible has an illogical system because I could easily purchase a physical SIM card before engaging in the free trial, and activation of an esim was not a prerequisite for receiving the physical SIM card.

  I could have purchased a physical SIM card waited for it to arrive in the mail and activate service, but once I engage in the free trial system that they designed and advertised, I'm blocked out for 6 months because they want me to lose out on my current service on my esim and reactivate it with them until I receive the physical SIM card. It's absurd.

  I want to be a customer but they want me to jump through hoops to justify their bad system.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/19/2024

  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.

  Visible Website and Employees Provide Incorrect, Deceptive, Misleading, False Information Visible advertises Visible+ includes Smartwatch service included. Save $10/mo. at ********************************************** currently have Visible+. The Visible app stated smartwatch plan is $10 for me. I chatted with Visible to ask why it is advertised as free. I was assured repeatedly it will be free for me on the Visible+ plan. I activated the plan, and was charged the prorated amount $1.94 for $10 per month. I was then told I am on an old plan/old version of Visible+ that doesnt include free smartwatch. I requested a refund due to this charge which was induced by the agent and websites misrepresentation. The agent promised me a refund. I never received a refund.Nowhere on visibles website does it disclose that there are different versions or types of Visible+ nor are consumers informed of which plan they are in nor do consumers have any way to know. Visible is unlawfully depriving Visible+ customers of the free smartwatch plan they advertise. Their own agents are confused and cannot readily discern old vs new Visible+ plans. This entire practice is false, deceptive, and misleading.I request additional compensation for the time, frustration, confusion, and delay caused. I spent an inordinate amount of time chatting with agents to no avail.

  Business Response

  Date: 04/26/2024

  Please see our attached response to the BBB complaint. 

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21601169
  
  I am rejecting this response because:

  The merchant Visible's agent misinformed me and said it WAS free in writing in the chat which I've preserved. Visible executive relations has now misrepresented what the agent said to me and is further showing the merchant's ineptitude, incompetence, misinformation and inability to properly navigate its own systems.
  
  The agent only corrected herself AFTER incorrectly telling me it was free, which induced me to start watch service, which then charged me. The excerpt is below and the chat PDF is attached here and was sent to the merchant, and of course, is already in their possession on their computer records.

  I demand the merchant acknowledge I was given INCORRECT information from their agent, which induced me to incur misrepresented charges, and to incur time and expense to receive a refund. I demand compensation for the damages caused.

  Again, the merchant's misinformation is documented in writing in the chat provided here. There is no reasonable dispute. The merchant provided me false information which induced me to incur charges they promised were "free". 

  "Agent
  Let me continue investigating your account here. Bear with me please.
  Yup.
  Since you already upgraded to the latest version, you can now add the watch for FREE.
  ******
  The app says I must pay $10
  Agent
  That shouldn't be.
  ******
  As long as you confirm it is free I will add the plan"
   

  Business Response

  Date: 05/03/2024

  Please see the attached response to the BBB rebuttal

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21601169
  
  I am rejecting this response because: the business is fraudulently misrepresenting to BBB that no false information was provided. The business refuses to acknowledge harm caused from this false information including the time, delay, and expense of filing complaints to secure the refund I'm entitled to.

  In it's communication to BBB, Visible falsely claims, "Visible care provided proper information..." This is patently false as shown in the chat transcript I uploaded to this complaint which documents the false information from the Visible agent.

  Moreover, in a private email to me dated today, Visible admits fault and contradicts its statement made to the BBB: "As it relates to the incorrect expectations shared, those opportunities have been highlighted and shared directly with the appropriate partners and teams for enhancement of the Visible Member Experience Overall to ensure situations such as this do not happen again. 

  Visible is continuing to engage in intentional, fraudulent misrepresentation with its customers and with the BBB to hide it's mistakes and avoid admitting fault publicly.

  I renew my request for compensation for the delay, confusion, and frustration caused and the moral injury caused by Visible's repeated lying and deception in refusing to admit its wrongdoing. I will proceed to share honest reviews of Visible based on my experience publicly, and make appropriate complaints until I am made whole for the damage caused by your error, for which the refund does not fully compensate. Visible's refusal to compensate for the injuries caused by your misrepresentation is unacceptable.
  
  Sincerely,
  
  *************************

  
  

• Initial Complaint

  Date:04/18/2024

  Type:Billing 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.

  Hello,I have had visible for about 18 months now. Recently I lost my job and I missed my February 14th payment. Visible suspended my account on the 16th. I immediately got together some money to make the missed payment and did so. I have a record of this money leaving my account and ******************** has it on their list of payments. However, Visible said my account was still suspended and I now had to pay an $85 activation fee. I tried to pay again when I had money in mid-March but the payment would not go through. Tried again in April the day before the last day they gave me to recover my account they withdrew $85 dollars and would still not activate my account. When I asked for assistance through the live chat they charged me $45 to "test the account on the backend". Then they told be my account had been canceled in February (even though they told be on 2/16 I could reactivate by paying the monthly amount and I would have to try to make a new one. They also told me I would receive a refund. Then when I tried to sign up for a new account they said they could not port my number because the account was deactivated and my number has been released. I told them they shouldn't have canceled my account because I made the payment and my bank statement AND visible's own records I pulled support this. I told them that for this reason they should recover my number and allow me to port over or reactivate my account. They told me the could do neither and have been stalling on my refund. This is the worst experience I have ever had with any corporation or customer **********************. Just today I was refunded $80 (not $85). I'm still waiting on the rest of the money (another $90) - I've been filing complaints with my bank as well. The phone number is still attached to my phone (I can still receive calls) and recently after my 6 or 7th time speaking to them a Visible rep told my that my number was showing up as registered to a ******* subscriber which makes sense as Visible runs on *******'s network I also found out that I could receive text messages from ******* even though my text messages were otherwise shut down. I trying to find out what is happening with my number and get my refund - these are my primary concerns.

  Business Response

  Date: 04/26/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:04/18/2024

  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 am trying to purchase a cell phone off the Visible website.Every phone I try to purchase, as I get to the final stage of check out and submit my order, I get an error that states "Ooops, we just sold out of that phone" and my order does not place.Which I normally would get, but I get this error every single time I try to check out, There is no way they run out of inventory that fast!None of the reps can solve the issue for me other than telling me to try again later, use a different payment method. That doesnt seem right, My dad had this exact same issue a couple of years ago and when he contacte the BBB and the complaint was sent to Visible - they were able to fix the error so he could order. Plese help me resolve this so I can purchase a phone. Thank you.

  Business Response

  Date: 04/24/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:04/17/2024

  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.

  Several weeks ago I chatted with one of Visible CS reps (because that's the only way you can contact anyone there) and had a Promo Code applied to my account to maintain their Visible Plus service with a $10 discount at $35. I was told by the rep that this was taken care of and would take effect at my renewal date. I tried to get a transcript of the chat, but, of course, that function did not work on their site. When my service renewed a couple of days ago I got notice that instead of doing what I was told they would, they downgraded my service to the basic plan. I then wasted ANOTHER hour and a half on chat with a rep who told me that now it was too late, and the promo was expired and they couldn't apply it or change it now, so I just had to wait for another promotion

  Business Response

  Date: 04/25/2024

  Please see our attached response to the BBB complaint. 

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21590311
  
  I am rejecting this response because: This has to be the WORST company in world history. I responded to their rep's ***** two times with the requested information and heard nothing back. I *****ed these clowns at least 10 times since and heard nothing back. Maybe if they didn't outsource all their customer ********************** to foreign bots and scriptreaders, their customer ********************** wouldn't be so bad. They are pathetic and disgusting. I RESPONDED TO THEM! 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/30/2024

  Please see our attached response to the BBB rebuttal.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21590311
  
  I am rejecting this response because: apparently lies and excuses are the manner in which this disgusting company chooses to respond to its customers. The Visible rep ignored repeated emails to him providing the requested info. Additionally, I wasted hours on chats with their untrained outsourced foreign scriptreaders who were of zero help. This company refuses to provide any sort of human phone support, like EVERYONE else, and then wonders why customers get upset. Its amazing to me how a company can treat its customers with so little respect and care and then wonder why they get no respect back. Only a company like ******* could act that way. This matter is NOT resolved as their rep did NOTHING to resolve it. Probably why they have such a low rating and reviews here
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/17/2024

  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 started on 04/15 or 4/16 2024. I got reminders to pay my bill ( I get these a week before due). So I try to access the app to pay my bill and receive an error message stating my account details cannot be accessed at this time and to contact service if you need immediate help. This started an awful experience with their reps having me do the same things over and over, with my apps and computer on my end. This has taken hours of my time. They then want me to go to social media to get the issue resolved which I do not use at all. I still cannot even pay my bill, and their reps are not assisting at all. I use my phone for work and having no service for no payment which is due in two days will devistate my employment costing me thousands in earnings since i have to clock in and out via an app on my phone. I need this issue resolved. I will not set up a new account on FB, X, IG I do not use these. I go to visible I the fix should be with visible, I am not putting my info on social media. Please help.

  Business Response

  Date: 04/25/2024

  Please see our attached response to the BBB complaint

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21589238
  
  I am rejecting this response because:

  The explanation is false. You can pay your bill 7 days before the due date, I was constantly getting reminders via both email and sms. If your payment is not received by the exact date due, there is no grace *********** will suspend your service if it is a day late. I was trying to avoid getting my service disconnected. This took a lot of time, many hours over several days. I had to make a ******** account which I did not appreciate in order to escalate this to get it fixed. On what planet does a communications company force you to get support through a social media app?! I'm appalled that this is their practice. I'm not satisfied with their lie of an excuse. If you look at their rationale I would literally only have access to pay on one day only. My husband and I have two different accounts and I can assure you he made his payment before the 20th.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/16/2024

  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.

  I began using Visible as my cellular carrier in December 2023. Today, 4/16/24, I contacted Visible through the chat option regarding a problem I have been experiencing with GPS services on my cell phone. The Visible representative asked me to delete my eSIM. I questioned this, saying that I needed to use my phone, and she said it was fine as we would reinstall it. The Visible representative then told me she was unable to reinstall the eSim and my phone is now locked. I am unable to make or receive calls or texts, and I am unable to use this phone with any other cellular company, as it is locked. I have been on chat and phone with Visible throughout the day with no resolution. I was told that my phone is locked from a previous carrier, that my phone was locked when purchased, that my IMEI number does not exist in Visible's system, and that they were not aware I have been a customer over the past 5 months. Basically, I was told that this has nothing to do with Visible and everything to do with me causing this. My phone was purchased new and unlocked through ****** in December of 2020 and has never been locked until now.I asked Visible to either unlock my phone now, or send me a new working phone today; yet there is still no resolution and I have no working phone.

  Business Response

  Date: 04/25/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:04/16/2024

  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.

  On March 17, I paid Visible $666.74 for a phone. They said it would be a two day delivery. I gave them my correct address. They shipped the phone to the wrong address. They changed the address to ********************. This was not what I gave them. When the shipper could not deliver the phone Visible had the shipper return the phone to them. They received it back on April 2. They told me when they got the phone back they would refund my money. As of April 16 they have not refunded the money. They keep telling me they will refund my money but I have nothing. I did not even get to see the phone. I am a senior citizen on a fixed income. I feel like I have been scammed out of my money. I would appreciate anything you could do that would help.

  Business Response

  Date: 04/25/2024

  Please see our attached response to the BBB complaint. 

   

• Initial Complaint

  Date:04/14/2024

  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.

  A person I did not know signed up for this service using my name and email address. The phone number and address on file are totally different to mine, and unknown to me. I attempted to reset the password using my email to delete the account, but their password reset systems did not work, or would only send a reset link to the phone number of the unknown person who created the account. After contacting their customer **********************, it took hours to talk to a real person over the phone who said they could do nothing as the email was not verified on the account. This was obvious, as it was my email and I did not sign up for their service.I repeatedly asked for Visible to not contact me, to delete the account, or to remove my email address, but they have refused any solutions or to provide me any information. I repeatedly tried to tell them that another customer mistakenly used my email address, which they do not have access to, or that someone was maliciously using stolen information to purchase prepaid phones. They continue to send me marketing emails and account updates despite me unsubscribing and notifying them.I have been notified that someone made order #******** using this account.

  Customer Answer

  Date: 04/16/2024

  I was reached out to by ****************** of the Visible Exec Relations. She told me that they opened a fraud investigation into the account, found it to be fraudulent, and closed the account permanently, as well as added my email to a blacklist. This is a satisfactory resolution to my issue.

  Business Response

  Date: 04/16/2024

  Please see our attached response to the BBB

  Customer Answer

  Date: 04/16/2024

   
  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,
  
  *****************************