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: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,
  
  *****************************************

• Initial Complaint

  Date:03/26/2024

  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.

  On 3/25/24 I contacted Visible wireless through their chat feature as I was experiencing intermittent network outages. I was not receiving all phone calls, messages, and the same issues on outgoing messages. Service bars were fluctuating heavily and could not hold 5G service. During the chat session, the *** informed me they needed to verify my account and proceeded to e-mail me a "verification" link. I clicked the clink to verify my account, it took me to an external website and stated "your account has been verified." The *** told me they were still awaiting my verification. I proceeded to click the link and follow the process 4 more times. I was still told the verification did not work and we would have to verify another way. The *** then proceeded to ask me for my full credit card details (multiple). I told them absolutely not! I further informed the representative that Visible has written policies which I have in my possession that no one from Visible will ever ask a customer for their credit card details. I refused and threatened to report the ***. They then tried to call me on my phone and talk to me off the record. I told them I was absolutely not talking to them, they were scamming me, and I wanted to speak to a supervisor. They told me they would transfer me to a supervisor via chat and then proceeded to try and pretend to be another supervisor and when I realized it, I threatened to report them again. It was at that point I was finally told a supervisor would call me. Visible retains they have called me 3 times and they have not. No one has handled my report of a *** trying to steal my credit card information seriously and this company is a scam. Do not deal with this company. Look at the ratings on BBB. This company is terrible.

  Business Response

  Date: 04/04/2024

  Please see our respones attached

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21489243
  
  I am rejecting this response pursuant to the details contained within the attached Reply. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/10/2024

  Please see our attached response to the BBB rejection.

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21489243
  
  I am rejecting this response because: Please see attached sur-reply. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/24/2024

  Please see our attached response to the rebuttal.

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21489243
  
  I am rejecting this response because: I have not received a substantive response to my requests. If failure to respond substantively continues, I will have no choice but to initiate BBB ADR. 
  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/25/2024

  My requests have been again laid out in the attached letter. For clarification:

  1.  I specifically requested a follow-up on the investigation that was being conducted internally by the appropriate division within Visible. Please note and rest assured I fully expect further communication and updates on the investigation.

  2.  I specifically requested any information or steps taken to ensure the security of my sensitive data.

  3.  I wish to again reiterate my expectation for regular updates as to the internal investigation as initially promised.

  4.  I need assurance from Visible that my credit card information has not been compromised by any of their Customer ********************** representatives.
       a. I am requesting any information or steps taken to ensure the security of my sensitive data.
       b. I need an update and timeline for the internal investigation that is currently being conducted including which employees are involved, does the investigation encompass the actions of specific representatives and supervisors who were involved in my interactions with Visible, and what measures does Visible intend to implement moving forward to prevent similar incidents from occurring in the future.

  Please note all 4 requests were submitted at least twice in former correspondence to Visible. Thank you very much.

  Business Response

  Date: 05/01/2024

  Please see the attached response to the BBB complaint.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21489243
  
  I am rejecting this response because: please see attached correspondence.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/26/2024

  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 decided to switch to Visible by ******** because it was cheaper than my phone bill with regular ******* as I am on a fixed income. When you decide to switch, they have you enter your phone IMEI and the *** numbers to verify if your current phone is compatible. Mine was and I transfered my service on 02 26 2024, and they collected the $25.00 fee. Today being 03 25 2024, and after Visible collecting another $25.00 fee, they are telling me my phone is now not compatible.

  Business Response

  Date: 04/02/2024

  Please see our attached response to the BBB portal

  Customer Answer

  Date: 04/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best that they are going to do 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/25/2024

  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.

  MY NAMES ******************* MY VISIBLE ACCOUNT EMAIL IS ********************************* AND MY ***** NUMBER IS ************, I BOUGHT AN I***** 15 PRO *** YESTERDAY ON 3/24/2024 AND I SOLD MY OLD I***** TODAY 3/25/2024. I AM NOT ABLE TO LOG IN TO MY VISIBLE ACCOUNT BECAUSE I DON'T HAVE MY OLD ***** ANYMORE AS I SOLD IT, AND I CANT ACCESS MY ICLOUD EMAIL BECAUSE I DONT HAVE MY OLD *****. I TRIED TO CHAT WITH VISIBLE SUPPORT TO GET HELP AND ASK THE ***** STATUS FOR MY NEW ***** AND ASKED HOW WILL I BE ABLE TO ACTIVATE MY NEW ***** IF I CANT LOGIN TO MY VISIBLE ACCOUNT NOW AND THE ******************** REP NAME "GESIL" PUSHED ME AWAY AND SAID THERE'S NOTHING THEY CAN DO TO HELP. I'M GOING TO CANCEL MY ***** LINE AND ALL THE 5 FAMILY MEMBERS LINES THAT I HAVE REFERRED TO VISIBLE. THIS IS RIDICULOUS THAT NOBODY CAN HELP ME LOGIN TO MY ACCOUNT AND CANT GIVE ME MY ***** STATUS! PLEASE CONTACT ME IMMEDIATELY AT *************************** AS I DO NOT HAVE A ***** AT THE MOMENT AND I AM WAITING FOR THE ***** TO ARRIVE THAT I *****ED FROM VISIBLE.

  Business Response

  Date: 04/04/2024

  Please see our response attached

• Initial Complaint

  Date:03/25/2024

  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.

  On 3/1 I attempted to try Visibles free trial. Which then charged me $25. Ok. I figured Ill see what happens. Porting my number was a fiasco so I asked to cancel it, my plan and refund my money since I never used it. (Also on 3/1)Today (3/25)I got an email saying I owe $25 for the next month. I do not belong to visible and actually never used their service. I spoke with someone who was not helpful. I just want my money back and to not be billed any more for a service I do not use with a company I do not trust.

  Customer Answer

  Date: 03/28/2024

  I spoke with someone again today and after telling them that Id filed a complaint, they issued me a refund and actually did cancel my plan. Thank you. 

• Initial Complaint

  Date:03/25/2024

  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.

  I purchased a new iphone 15 from Visible Wireless on March 1st, 2024. The package was first delivered the wrong house and I was told they would not work with ***** to file a claim, even though ***** was willing to pay for the lost item. Eventually the phone was delivered to my house but several days later and I was on a work trip. Upon activating the phone, I ran into several storage and transfer issues that they were unhelpful in solving with me. By the time I was ready to trade in my old phone, they told me I missed the trade in window and that they would not extend the date and that if I wanted to cancel the request, I could return the new phone and start the process entirely over from scratch. I have spent countless hours on chat to get to a supervisor and the supervisor repeatedly assures me that they will solve my problem if I wait 24 hours for an email. Then I receive an email telling me that nobody can solve my problem and to visit chat to receive help. It's unacceptable customer support for a $900 phone.

  Business Response

  Date: 04/03/2024

  Please see our response and attachment

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21482529
  
  I am rejecting this response because:
  

  the details of the chat history are not accurate and nothing has been resolved  I continue to have to take strange steps like pressing links that expire and nobody is offering any actual service. I was told that I could cancel the trade in and activate a new trade in request and then emailed the next day to say that it cannot be done. I was promised a $75 credit returned to my bank account for all the hassle and have not received it. I would like a resolution for a full month of hassle to upgrade a phone. 

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

  Business Response

  Date: 04/09/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:03/21/2024

  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 service with Visible. Immediately my phone didn't work so I contacted Visible and they told me my phone (which is from *****) is not compatible with the network. So I asked for them to cancel my account and refund me as I has not made a single call or used a kilobyte of data since my phone won't even connect to the network. I never received the refund, so I contacted via chat a month later when I was charged again and they again told me they would cancel and refund my account. They charged me again, so for a third time I requested they cancel my account and refund me since I never used the service.... I just received an email from Visible saying, "We charged $20.00 to your **** ending in XXXX on 03/21/2024, so your Visible service on xxx-xxx-4290 is good to go for another month."Am I going to have to cancel my credit card just so they stop charging me? I never used the service.BTW I have saved chat logs of the last two times they told me they were canceling and refunding my account...

  Business Response

  Date: 03/29/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:03/21/2024

  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.

  
  Complaint: 21415934
  
  I am rejecting this response because:
  They say it themselves. "Their visible team"

  Which they should give a contact for as I've tried resolving the issue, through visible, to no avail. 

  Talking with a chatbot has yet to resolve the issue. 
  

  As it IS:

  VISIBLE BY ******** they should indeed take ownership of the solution, of THEIR division, or dissavow the visible brand.

  They are simply attempting to sidestep their responsibility.

  Provide a contact address, because there isn't one BBB can find in order to rectify the myriad issues with this company

  
  Regards,
  
  ***************************

  Business Response

  Date: 03/12/2024

  March 12, 2024
  
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  RE:  Complainant: ***************************
         Complaint Number: 21415934
  
  
  Dear Ms. ************************** you for contacting *************** of ********* Relations regarding ******************************* complaint.  In the complaint, ******************* states the following: March 1, 2024 Paid $200 Myriad customer support issues. Phone has yet to be delivered, even a week later, and I've been attempting to get them to have the purchased refused and returned to them, and monies I paid to them for services refunded. No service or phone has been provided, and their delivery agent has will not return phone without their intervention. They claimed to have contacted company, but ***** has indicated this to be a fallacy.
  
  Please be advised that ******************** does not subscribe to ******* Wireless.  Upon further review,weve determined the customers concern should be addressed by our Visible team.  Per BBB guidelines, please forward ******************************* complaint to the appropriate ******* Team.
  Email: **************************************
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  Sincerely,
  
  James 
  ********* Relations Analyst

  Customer Answer

  Date: 03/21/2024

  March 1, 2024 Paid $200 Myriad customer support issues. Phone has yet to be delivered, even a week later, and I've been attempting to get them to have the purchased refused and returned to them, and monies I paid to them for services refunded.No service or phone has been provided, and their delivery agent has will not return phone without their intervention.They claimed to have contacted company, but ***** has indicated this to be a fallacy.

  Business Response

  Date: 03/29/2024

  Please see our attached response to the BBB complaint.

• Initial Complaint

  Date:03/21/2024

  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 Visible service was ported out to *************************** without my authorization where other devices were added to share my phone number. I have received multiple spoofed phone calls from the fraudsters testing to make sure their devices are indeed sharing my number and able to intercept calls. I have repeatedly attempted to transfer my service back to Visible multiple times, but the *** business enterprise fraudster refuses to release my number back to Visible.This is a group of individuals related to a man that raped me. They seek control of my number as a means of tracking my location, call monitoring, group stalking and to prevent me from living in peace.My phone number belongs with Visible!!!

  Customer Answer

  Date: 03/21/2024

  As soon as you notified Visible, *************************** contacted me by phone and email.  VZW ******************** shipments have my number or email address.  They have my information because without my authority VZW BE is illegally managing my number and remotely managing my device.

  Customer Answer

  Date: 03/26/2024

  I have just received communication from the unauthorized individual with *********************************** who without my consent or authorization ported my mobile phone number ************ from Visible to ******* and added multiple unauthorized devices to share my phone number.

   This individual IS NOT with Visible.  This was NOT contact from Visible.  The attached communication is clear & convincing evidence that ******* Business Enterprise/Cellco Partnership has gained unauthorized device and phone number access by illegally porting my mobile phone number from Visible to ******* Business Enterprises.

   Visible and ******* are different companies!

  Customer Answer

  Date: 03/26/2024

  This is the device ******************** has on record for me.  This is NOT my device!!!

   Visible indicates Apple phone and Byod Headset.  ******* describes or defines my device.  I dont have a BYOD headset or a generic Apple phone.  *** tried repeatedly to resolve this with Visible.

  Business Response

  Date: 04/01/2024

  Please see our attached response to the BBB complaint

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21464842
  
  I am rejecting this response because the respondent is NOT employed by Visible, has not stated facts, and without authorization has gained access to this complaint and carrier communications.

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

• Initial Complaint

  Date:03/21/2024

  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.

  On Jan 28,2024 at 09:35 I attempted to set up Visible services Using card ending with 4955. The app stated unable to process payment, but my card was charged $20.00 on that day. No phone service, no follow up and no number to call. I

  Business Response

  Date: 03/27/2024

  Please see our attached response to the BBB complaint