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:04/02/2024

  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.

  Service was AWFUL and seeking a refund for pre-paid unused and defective service:1) Voice mail never worked properly over the 6 months that I had Visible (by ******** cell service.2) ********* speeds, seemed to be throttled often.3) No customer support team (only online chat, and then that's initially with a bot).4) After 5.5 months of service I lost all voice and data, (only text remained) and after 3 days of inability to resolve the matter I canceled (could do that online but nothing else). Am still awaiting refund of my prepayment for service never received.

  Customer Answer

  Date: 04/02/2024

  Visible Account # ************

• Initial Complaint

  Date:04/02/2024

  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 24, my phone stopped working. I've been a Visible customer for a couple years. They advertise extensively on their website for the Visible Protect plan, stating, "Broken or lost phone? Filing a claim is easy Assurant makes the process simple, quick and straightforward like we do. So if you like us, youll like them." I filed a claim with their partners using their online process, but nothing went as advertised. 9 days later, I still don't have a phone. Assurant took several days to review my claim, accepted the claim and processed my credit card for the deductible, and then notified me they were having shipping delays. I've contacted Visible through their painfully slow and cumbersome chat bots and eventually was chatting very slowly with a person who was typing unclear responses and not reading what I was typing. The customer ********************** with ******************** is the worst. One person I chatted with said they'd escalate the complaint, and the next person informed me that there was nowhere to escalate the complaint. The insurance they advertise is an absolute scam. I lost the monthly fee I was paying for the insurance in addition to the deductible I was charged.

  Business Response

  Date: 04/10/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21517976
  
  I am rejecting this response because: Their response didn't address my concern. On Monday April 8 at 5:27pm they requested my phone's IMEI, which I didn't have because I was traveling. I emailed them back with the information they requested, but as I just found out in their response to the BBB, they have already closed my case.  They didn't resolve the problem whatsoever and I still believe they are cheating customers out of a lot of money by advertising their partner providing insurance for their phones, Assurant.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/15/2024

  Please see our attached response to the BBB rebuttal.

• Initial Complaint

  Date:04/01/2024

  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.

  Paid for service and come to find out my phone didn't work for them. Even though I had it connected for a couple of months but found out I wasn't getting voicemail and was told phone won't for their service. Had to switch to another company and would like a refund for the month.

  Business Response

  Date: 04/10/2024

  Please see our attached response to the BBB complaint

  Customer Answer

  Date: 04/11/2024

   
  Better Business Bureau:
  
  I have been refunded by the company which was what the complaint was for. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/01/2024

  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 decided to change my cell phone carrier and go with Visible. I put the sim in on 3/29/2025. I couldn't get service.I got in touch with them immediately through chat (they have no phone number) and explained my situation to them. I was on chat with someone for about an hour and a half. They couldn't figure out what was wrong. They told me give them a minute. I waited on hold for 10 minutes and they never returned. I tried again. After about two hours they put me on hold once again. This time I waited 30 mins before I ended the chat. I tried again the same day. I was on with them for about 45 mins when I got disconnected (that happened two or three times). Everytime I started a new chat I would have to explain everything all over again I chatted with them again the next day. Once again I had no luck. This time it was three hours. About half way through the conversation I realized it's not worth my time and tried to cancel my service I spent the rest of the time trying to do that and get the money I pre paid them back. Now at this point I had had the Sim card in for three days but was unable to use my phone. I asked them to return my money, They would not. They said I had used my service and I needed to contact my financial institution if I wanted it back. I said that makes no sense. I paid you. It got deducted from my account already. Why should they have to give it back to me I spent the next hour had a half arguing with them about it and trying to cancel my service. The whole time all they were telling me was I used the service so they could not give me a refund. They just refused to allow me to cancel and give me my money. Even if I did use their service for three days. that would leave 27 days left in the cycle. I should at least get the remainder of it back. They just wouldn't I have never dealt with this kind of thing before. They basically stole from me. They should not be in business. They are awful.Thank you,*****

  Business Response

  Date: 04/10/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:03/30/2024

  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 22nd I ordered a used phone in "excellent" condition. Once I began using it i found that the phone doesn't work and I contacted them and told them I was unhappy. They told me there was nothing they could do. I asked for a different phone and they told me it was my phone and I could use the system where I could see what it was worth as a trade in. It's 7 days old! I want to return the phone or get a refund and they will do NOTHING. The customer ********************** is atrocious and they say they will call me but let the phone ring less than once I can't even answer it they hang up so quickly. They are a huge scam selling products that do not work with no recourse for the customer.

  Business Response

  Date: 04/09/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:03/29/2024

  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.

  On 3/24/24 I was personally targeted, attacked and harassed by either one or multiple visible team members. On 3/24/24 at 10:48pm I paid my cell phone bill, at 11:04pm (16 minutes later) I received an email saying my new phone number was almost ready. The next day (3/25/24) I was trying to login into work using my phone number when I noticed it wasn't working. Uppon checking my email I see the new phone number email from the pervious night. My phone number of 20 years has been taken from with no warning or reason. After talking to multiple customer ********************** agents and multiple supervisors it took over 6 hours to finally get my stolen phone number back but only ******************************* I asked multiple agents and supervisors why my phone number was changed, none of them would answer the question or tried to ignore the question.

  Business Response

  Date: 04/11/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:03/28/2024

  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 signed up with Visible for promo price $20 for 2yrs. They sent me a sim card. I waited for 39 days to activate when my current plan expired. I researched and found Visible customer ********************** post on Reddit that the sim card would expire in 60 days (I have the screen shot) When I tried to activate I could see the Visible service on my phone but could not activate. Customer ********************** said the would activate but could not. I had to use a esim activation and it would not activate promo I signed up under. Visible gave me no warning it void in *********************************************************** Visible says the have no way to honor the promo code. Very upset with them. This will cost me an extra $120 over the two years the promo would have been in effect. I feel they owe me $120. My sim card account # ************ Could not activate 2/26/24

  Business Response

  Date: 04/05/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21500216
  
  I am rejecting this response because: In response to Visible's explanation of why account was not activated

  Visible states that the cause of portability issue was that previous carrier did not accept potability. The visible Agent I spoke to said that Visible cancelled the number transfer not the previous carrier. He did tell me to try to import it again but the only way I could do it was to sign up with a e-sim because physical sim would not work in the app. (see attachment that number was successfully ported to Visible)

  Visible claims the promotion was only good for 30 days. I received the sim card on Jan 26th, I tried to activate it on Feb 25th which is within the 30 days. FURTHERMORE, i researched how long I had to activate the sim and could not find any info except the post by Visible that i found on Reddit that said I had 60 days to activate. (see attachment showing Visible post on Reddit) Why didn't Visible contact me or provide that info if that is the policy instead they sent me a message that my address changed. 

  Visible claims there is no proof for the $120 promotion. I have proof of sign up, auto pay, phone number port, ***** delivery of sim, Visible chats, I think Visible may be confused about the $120 compensation request. I am requesting a $5 monthly rebate for the 24 mo period the promotion would have saved me (24x$5 = $120) I plan on keeping my service with Visible for that time period since I have another service for my husband that did work on the promotion. 

  If visible can give rebates for referrals to new customers, I think they should be able to issue a $5 monthly rebate. I still have the sim card in my phone that can be activated if they so choose to do that.

  Visible needs to work on their customer **********************. I am reading posts from customers who say when they change plans Visible promises that they can keep the promotion and then they cancel it with no recourse. Its nearly impossible to get past the robo chat BS because obviously this not fit the typical list of help topics they offer. I am sorry Visible will go so far as to damage customer relations over a $5 compensation. I went from a very positive expectation to a very resentful one. Good customer ********************** is the back bone of a great company.

  
  I am not able to upload all pics without getting an error
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/27/2024

  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.

  Need company to unlock my phone so I can use the dual SIM feature.

  Business Response

  Date: 04/05/2024

  Please see our attached response to the BBB complaint

• Initial Complaint

  Date:03/27/2024

  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 opened two new mobile phone service lines with two separate carriers (US Mobile and *****) in an effort to port-out my current mobile phone number *************) associated with my Visible Wireless account. My first port-out attempt was with US Mobile; I relayed the following account details provided by Visible: IMEI: 35 ****** ****** 7 Port-out PIN: ****** Account #: ************ US Mobile submitted the port request using the details above, but the request failed. US Mobile emailed me to say that the account number was incorrect. I reached out to ******************** customer ********************** via ************** Messenger, and Email (they have no customer support via phone). The ******************** customer ********************** agents confirmed multiples times that the information above was correct, and it must have been entered incorrectly. The US Mobile agent again submitted the port-out request which failed once again, sighting the same error. I requested that the open port request be canceled so that I could attempt to transfer my mobile number to a different carrier. For my second port-out attempt was with *****; I requested a new Port-out PIN from ********************** and relayed the following account details to *****: IMEI: 35 ****** ****** 7 Port-out PIN: ****** Account #: ************ ***** submitted the port-out request and provided me with the following Port ID for reference: ********. The port-out request was attempted 3 times and failed each time. ***** cited that the account number was incorrect and I suggested I contact my current carrier for the correct details.At this point, I want to get my number out of Visible. These numerous port-out attempts are exhausting and Visibles customer support agents have made no attempts to identify and resolve whatever blocker is preventing the number from being released to either US Mobile or ***** when requested.

  Business Response

  Date: 04/04/2024

  Please see our response attached

• Initial Complaint

  Date:03/27/2024

  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.

  Date of Transaction: 2/20/2024 Amount of Transaction: $86 Ordered phone service and phone and cancelled within 48 hours.Called to cancel and they advised me to reject the phone since it was already shipped and they would refund phone which was financed by affirm.Contacted visible again to confirm they received the phone and they confirmed receipt.Contacted them several times and said it should take 15 business days from date of receipt of phone.Today is March 27th a full month after transaction. No credit to affirm.

  Business Response

  Date: 04/05/2024

  Please see our attached response to the BBB complaint

  Customer Answer

  Date: 04/06/2024

  I will mot accept this until I see the credit to affirm. As of this morning there is still no refund. I have heard this before.

  *******************************************

  Customer Answer

  Date: 04/10/2024

   
  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. The credit has been received.
  
  Sincerely,
  
  *****************************************