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:03/04/2024

  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 purchased a new Apple Watch Ultra 2 from visible at the end of December 2023. Since then Ive been unable to activate cellular on the watch. I followed all guidance from visible. I was told to wait until the end of the billing cycle and then try to add the watch back. This has failed two months in a row. Ive been on the chat with visible for 20 hours trying to determine the best way forward. Every time o have to reset my watch multiple times and end up still not being able to use my watch. My old watch was removed from my account December 2023. The lack of process and communication from visible is unacceptable and has put me in a position where I have to seek out legal counsel for a full refund on all my devices. I enjoy the quality of the cellular service but I am being taken advantage of and my work requires me to have a cellular watch active so I am forced to now go and get another cellular plan for my watch. Ive had phone calls and emails (from a chat only customer ********************** who you cant call or email back) to tell me it was fixed and it never is. I need my watch activated on cellular or I will unfortunately have to pursue legal action. Not what I want to do but no one at visible is taking ownership over this concerning technical issue with the computer system that handles activations.

  Business Response

  Date: 03/13/2024

  Please see our response attached 

  Customer Answer

  Date: 03/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/02/2024

  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.

  i recieved transactions amount of ****** dollars charged on my debit card from this company, i have contacted my bank institution about this situation they were in small increments of ***** dollars of 13 times when i tried to call the number ********** the call is just dropped obviously they are involved with a scam team and this being allowed im quite sure this has been going on a long time and are u actually going to do anything about it!

  Business Response

  Date: 03/12/2024

  Please see our response attached

• Initial Complaint

  Date:03/01/2024

  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.

  I never use or heard about this company! They charge my card over $1,700 for me reason. They took $45 single charger in one day and it totaled to $1,700.

  Business Response

  Date: 03/11/2024

  Please see our response attached

• Initial Complaint

  Date:02/28/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Visible, a telecommunications company, for engaging in deceptive practices related to number porting.On [date], I decided to switch my phone service to Visible after learning about their promotion offering seamless number porting, allowing customers to transfer their existing phone numbers to their service. Excited about the possibility of keeping my current number while enjoying Visibles services, I initiated the switch and made the required payment.However, after completing the payment process, I was informed by Visible that they were unable to complete the number porting process as initially promised. Despite multiple attempts to resolve the issue with their customer **********************, I have been met with unhelpful responses and a lack of transparency regarding the reasons for the failure.This experience has not only caused inconvenience but has also led me to question the integrity of Visibles business practices. It appears that they have intentionally misled customers with false promises in order to secure payments without delivering the promised services.I urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action to hold Visible accountable for their deceptive practices. Customers deserve transparency and honesty from the companies they trust with their business, and Visible has failed to meet these expectations.Thank you for your attention to this matter.Sincerely,****

  Business Response

  Date: 02/25/2024

  Thank you for contacting *************** of ********* Relations regarding ******************* complaint. In his complaint, received on February 25, 2024, ********** expressed a concern regarding an attempt to transfer his mobile telephone number to Visible.

  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.
  

  
  

  Business Response

  Date: 03/08/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 04/29/2024

   Dear BBB, I am lodging a complaint regarding Visible's request for payment to activate my account when I transferred out my number. As I switched to another carrier, I requested Visible to activate my account for the transfer, but they refused and demanded payment. I have the right to request Visible to activate my account without payment when I need to transfer my number. Please supervise and demand a refund from Visible. Sincerely, ****

  Business Response

  Date: 05/03/2024

  Please see our attached response to the BBB complaint. 

• Initial Complaint

  Date:02/28/2024

  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.

  Visible sold me 5G phone and internet service and I got 5g service consistently until 5 months ago when it suddenly stopped and I only got 4g service. When contemplating getting 5g+ service I was told by a Visible agent that 5g+ wasn't available in my area but 5g was covered. After I stopped getting 5g service I complained and was told I wasn't getting 5g because the cell towers in my area did not support 5g. When I told them I was getting 5g previously through Visible at the very same spot where I now reside and that I was told by one of their agents this area did cover 5g, but not 5g+ they claimed that wasn't true, essentially calling me a liar. The original coverage map showed that my location actually covered 5g+ but only in a narrow band but that regular 5g was covered broadly here. There is a new map showing no coverage anywhere close to me. IM PAYING FOR 5G. THE TOWERS IN MY AREA SUPPORT 5G YET VISIBLE US NOT PROVIDING 5G CLAIMING THE TOWERS DON'T SUPPORT IT EVEN THOUGH I had 5g service for two years with them that worked before they stopped providing it!I tried filing a formal complaint with Visible but they refused to take it. They only support chat which they cut off several times when I tried to complain. This feels like s bait and switch scam

  Business Response

  Date: 03/11/2024

  Please see our response attached

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21358174
  
  I am rejecting this response because:

   

  As I previously stated and also told Visible, I was getting 5G before October 2023 and this 5g coverage  confirmed by a Visible agent when I transfered service fro their old network to the new 5G network so ther was a 5g tower.  IF THERE IS NO LONGER A ***** ITS BECAUSE VISIBLE HAS EITHER SINCE DOWNGRADED THE ***** OR MY SERVICE.  TJIS GASLIGHTI G BY VISIBLE CONTINUELING WITH THEIR RESPONSE TO MY COMPLAINT CONTINUES.  They have not even tried to address why my service was downgraded but instead insist I never had 5g coverage here which is a blatant lie
  Sincerely,
  
  *********************

  Business Response

  Date: 03/19/2024

  Please see the attached response to the rebuttal

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21358174
  
  I am rejecting this response because:
  Visible refuses to explain why they sold me a service that was active, confirmed bybtheir agent then later downgraded

    Their response doesnt even address my complaint, instead they state that their present network is inadequate and incapable of service it previously porovided.  This is s classic bait and switch scam.  This latest response is the same as the first, pure gaslighting
  Sincerely,
  
  *********************

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21358174
  
  I am rejecting this response because:
  Visible refuses to explain why they sold me a service that was active, confirmed bybtheir agent then later downgraded

    Their response doesnt even address my complaint, instead they state that their present network is inadequate and incapable of service it previously porovided.  This is s classic bait and switch scam.  This latest response is the same as the first, pure gaslighting
  Sincerely,
  
  *********************

  Business Response

  Date: 03/27/2024

  Please see our attached response to the BBB complaint.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21358174
  
  I am rejecting this response because:

   

  I recieved 5g service after the so called network upgrade so I dont find this latest response credible however I also have to conclude that there is no resolution with this company nor can I wxpwct and honest response so I have since decided to terminate their service and have moved to another carrier.

   

  I do find it interesting that this company repeatedly decided the case was closed, basica1lly denying my claims, then later admited to at least part of my claims, but certainly not all of them.

   

  Bottom.line is that they have had no.intentions of reinstituting the services I paid, and instead have decided to misrepresent the situation, for which was not acceptable and I've ended our relationship based on that behavior

   

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

• Initial Complaint

  Date:02/26/2024

  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.

  Visible sold me a phone that does not operate properly, they sell a service that does not meet what they advertise, I have spent hours beyond hours of time with customer ********************** with zero help. They shut my service off after I paid saying they could not help for 5 to 7 days and will be with out serivce for that time. I have zero service while connected to 5G and have provided proof of issue. They say that their computer says service is fair in my area and they won't open a ticket to help resolve issue. I have asked for countless refunds due to extremely slow speeds or no service and they have been zero help. I do believe this company is a scam, they do not provide what they advertise. One of their customer ********************** representatives said I have owned a phone for three years that hasn't even been out for a year yet.

  Business Response

  Date: 03/06/2024

  Please see our response attached

  Business Response

  Date: 03/06/2024

  Hi team the previous uploads were attached in error. 

  Business Response

  Date: 03/13/2024

  Hi team please see the appropriate response attached

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21350234
  
  I am rejecting this response because: My services are not working, you did not address any of my complaints. If you actually read through the chat messages you would see that. I haven't replied because I haven't had 6 to 8 hours to be able to set aside to deal with visible. I really suggest you read the complaints and chat messages before reaching back out. Also your side only shows data usage numbers not if the service is actually working. 
  
  Sincerely,
  
  ******************************

  Business Response

  Date: 03/26/2024

  Please se our response attached

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21350234
  
  I am rejecting this response because: Due to being personally attacked and harrassed by either **********, **** S associates or someone else at visible. On March 24th 2024 I paid my bill on 10:48pm, at 11:04pm (16 minutes later) my phone number of 20 years has been taken away from me. I'm issued a new random phone number from a completely different state that I live in. I was not aware or told this until I tried to login for work using my phone number. It took over 6 hours to get my stolen number back and when I asked several customer ********************** reps, multiple supervisors and executive relations, no one can seem to give me an answer. They actually just simply ignore the question. I have never wanted or asked for a new phone number. So I believe I was singled out, personally attacked and harassed by one or multiple visible team members. I believe I was attacked and harassed for filing complaints for receiving no help with my extremely slow and poor service.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:02/26/2024

  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 wireless data service routinely goes down for an hour or more without explanation. Today I was without service for an hour commencing at 3pm. If there was an emergency and I needed to contact a family member, I would not be able to. I have absolutely no data service at my second home, ***********************************************. Depriortized service doesn't mean NO SERVICE. I need an explanation and refund.

  Business Response

  Date: 03/07/2024

  Please see our attached response to the BBB complaint 

• Initial Complaint

  Date:02/26/2024

  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 purchased a new Apple iphone, The Apple Store transferred the service from my old phone to the new phone. Within an hour of the transfer to my new phone, Visible dropped my service. Since my new phone had an esim card, I destroyed my physical sim card. I immediately contacted Visible and requested assistance. Visible answered by sending SMS messages to my new phone. I cannot receive them since my service by them had been dropped. Visible's *** does not understand the problem. It said they would contact by emai but never did. After 3 days w/o phone, I purchased service from a new phone service. Again, I was unable to contact Visible to port my phone number to the new phone. I attempted to contact them to cancel my service, again no luck. The *** could not understand my message. I have been fighting this battle for over a month. I cancelled the February payment to Visible w/my credit card. Visible then billed the service to another card which I never authorized them to use. In fact, I do not know how they got that credit card number. BTW the phone number Visible listed on my credit card bills has been disconnected to several months. I simple want Visible to cancel my service. What kind of business has no way to service customers except through chatting with a ***. Thank you for your assistance.

  Business Response

  Date: 03/05/2024

  Please see our attached response to the BBB complaint 

  Customer Answer

  Date: 03/11/2024

  Thank you for forwarding the letter which you received from Visible Mobile Services.  I would only add that while Visible Care did say that they had disabled the 2 steps verification, it was never actually disabled and all contacts including the January 7th contact still required the 2 steps and I was never able to receive the code number required to continue with the verification.  

  I also received e-mails from Visible regarding my account.  I think we have gotten my account cancelled and ******** to my credit card stopped.  I sincerely appreciate all that BBB did to assist me with the problem.   You were successful in making contact with Visible and, more importantly, getting a response.  Thank you so much for your assistance.  I am attaching a copy of my e-mail reply to Visible for your records.

  Thank you again, ***********************

  Copy of E-Mail of 3/22/24 --

  "Hello ******************  
  I did receive your responses to my BBB complaint.  As I stated in my complaint, I found it very frustrating to be unable to contact a real person as my problem with transferring my service to a new iphone continued.  As you stated, I did contact your chat service and was told that the 2 step verification was never activated.  I did make numerous attempts to resolve the matter again through your online service but could never get any assistance.  I finally gave up and went with a new mobile service as I needed to have a working cell phone.  In the end, all I wanted to accomplish was cancellation of my Visible account.

  
  
  
  The information you requested in your March 4, 2024 email:
       Judith *****
       ******************
       Cell Phone Number w/Visible  ************
       IMEI - Sorry, I don't know what this is
  
  
  I appreciate your assistance and apologize for not responding sooner.  Due to some personal issues, I have not been on the internet for over a week.  In addition, I would like to add that I was always very happy with Visible's mobile phone service.  I was always satisfied with your coverage and phone service.  However, I find it very frustrating that there is no way to contact anyone in person when problems occur.  I am hoping that my service has now been cancelled and my credit card will no longer be charged.
  
  Thank you again.
  ***********************;
  
  
  
  

  Customer Answer

  Date: 03/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Visible's phone service on January 28th, 2024. Beginning on February 2nd, I noticed that I had not been receiving text messages for days. It took me a while to realize this because since I have an iPhone I was still receiving iMessages. Below are records of the interactions with several customer ********************** representatives. February 2nd - 11:20 AM - 12:00 PM - Let agent know I was not receiving text messages. The agent followed some troubleshooting steps and the chat was disconnected after resetting network settings. February 2nd - Representative: ********** - 5:57 PM - 8:30 PM - Troubleshooting with not receiving text messages. Issue not resolved. Was told case was escalated and I would be contacted via email by another team. Tried to download transcript and it was blank.February 2nd - **** - Email saying I should hear back in 3-5 business days regarding a resolution.February 5th - Representative: **** - 2:05 PM - 3:15 PM - Texting issue still not resolved. Ordered physical SIM to be sent via mail. February 8th - Email from ***************** physical SIM card was sent and that should resolve the issue. If I am still having trouble I can start over reach out again via the chat. On 2/24 I realized I once again had not been receiving text messages for days. February 25th - Genilia - 6:32 PM - 8:07 PM until Transfer to Supervisor - Tried to troubleshoot and it did not work. Physical SIM did not resolve issue. Said case would be escalated and I would hear via email. Asked for credit and said they could give $5. Asked to be to be escalated to supervisor. Representative tried to end chat before the transfer was completed.February 25th - Supervisor: ***** - 8:07 PM - 9:24 PM - Tried to end the chat 2-3 times. Said that the problem would be permanently resolved and I would not have the problem again with no proof to substantiate that claim. The customer ********************** is extremely unprofessional. I am not receiving the service I paid for.

  Business Response

  Date: 03/06/2024

  Please see our response attached

• Initial Complaint

  Date:02/24/2024

  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.

  In late January I was considering changing carriers and read about Visibles service on their website. I noticed that they were offering a promotion for service for 24 months at $20 per month (which is usually $25/month). I also saw they offer a 15 day trial, so I did that to make sure the service would meet my needs. Shortly after my trial period ended I decided to proceed with moving my service to Visible. On February 22, 2024 I started the process and when I got to check out I realized that the promotion had ended (on 2/14). Since that was part of the reason I decided to switch, I contacted Visible customer ********************** to see if they could still apply the promotion in order to gain me as a new customer. At approximately 2:14 pm Central Time 2/22/2024 the agent replied I can see that your account is in now registered status, once your account got activated we can apply the VISIBLE24 promotion for you from our end manually to get $20 charge/ month till 24 months. (Screenshot attached). So I proceeded to check out and port my number to Visible from my previous carrier.Within an hour of the above conversation I completed account activation/ported my phone number to Visible and contacted customer ********************** again to have the promotion applied as they promise. They refused to apply the promotion because it had already expired, despite me pointing out the statement made by their agent previously. After spending at least two hours with support I eventually got them to escalate the issue, but later that night I got an email stating that the promotion couldnt be applied because it had expired. The next day (2/23/2024) I spent over 4 hours with customer ********************** and was not able to get any resolution.I find this to be a bait and switch. I decided to move my service to Visible based on information provided by one of their agents, then once I made the move (within an hour of being told they would apply the promotion), they refused to honor their statement.

  Business Response

  Date: 03/01/2024

  Please see our response to the BBB attached

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21341308
  
  I am rejecting this response because: Visible did not acknowledge that their agent assured me that the promotion would be honored once I activated. Their reply here stated that they informed me that the promotion had expired, which I was aware of and so was the agent who told me that Visible customer ********************** would still manually apply the promotion once I activated. Therefore the expiration date of the promotion is irrelevant to this complaint.

  Visible is also claiming that because I recently applied a different/current promotion that the matter is settled. I do not agree. I took advantage of the offer as it's better than nothing, but it required me to change to a more expensive plan costing $15 more per month than I was promised and planning on paying. To resolve this matter I would like Visible to all me back into the $20 at that rate for 24 months, or credit my account in amount of the value of the promotion that I was promised, $120 ($5 x 24 months).

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