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:02/07/2024

  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 bought a phone through an upgrade program where I send my old device (that I also bought from them initially) back and they pay off the remaining balance. I sent the phone back in a secure package with the original iPhone box properly taped off and secured. I got an email today saying that they arent paying off the balance because the phone came in damaged. This is untrue because I sent the package and phone inside with no prior damage. I seek to get the remaining balance paid off.

  Business Response

  Date: 02/16/2024

  please see a response attached

• Initial Complaint

  Date:02/06/2024

  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 been trying to get in touch with Visible in regards to my login information. I have always used the same login and recently when I tried getting into my account, it said my information did not match. I reached out to an agent through their chat, just for them to tell me none of my information matches what they have?? I was on chat with them for 2 hours. They said they could not do anything and would have to create a ticket to change my email back to what it should have been. They said it would take 2 hours, instead its been 3 days. I need to log into my account to cancel my auto pay as I already switched to a new phone/ new carrier. They are charging me as we speak. Every time I reach out, they tell me to wait, that the case is still pending. I dont understand how a business can be ran this way. All I need is to log into my account. Their customer ********************** is subpar, you can never get anyone to actually call you. I feel scammed. Please help!

  Business Response

  Date: 02/15/2024

  Please see our response attached

  Customer Answer

  Date: 02/19/2024

  I have given them additional information to confirm that I am indeed the account owner. I have not reviewed a response and they have also charged me $45 for a service that I am no longer using. I have been trying to log onto my account to prevent being charged and now I have to ask them to issue a refund. 

  Business Response

  Date: 02/22/2024

  Please see our response to the rebuttal attached

• Initial Complaint

  Date:02/05/2024

  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 keeps trying to delete my insurance program that I have paid on time with no issues for over 14 months.

  Business Response

  Date: 02/14/2024

  Please see our response to the BBB complaint attached

• Initial Complaint

  Date:02/05/2024

  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 am a ******** customer and was switching to ******* **********************. Started the port of my number but couldn't receive my Sim card. It was being held by ***** claiming it's under investigation for fraud. They had three bins of them. I contacted visible to get my account cancelled and my port cancelled so my service will work. I keep getting round and round with no results. I have a case number ******** but 4 days of nothing. My service is messed up because of the port. It is impacting my business. I keep being told 24 hrs but nothing happens

  Customer Answer

  Date: 02/06/2024

  I have received an email from visible saying the issues were corrected. However I am continuing to have the same problem. Since they ported my number I can no longer receive texts from ******* customers. I have contacted them again and told that I need to contact my provider. Which I also already have done and everything is already correct with them. Still show a port attempt on visible side

   

  Business Response

  Date: 02/14/2024

  Please see our response attached 

  Customer Answer

  Date: 02/16/2024

  I keep going back and forth getting it's resolved then no it's still an open ticket. I've Been given the port wasn't fully released story three times now. I spoke to ******** my current carrier yesterday and they are trying to work on it with them. Just no way to contact the company by phone! The phone number associated with their business ******* visible is just a recording. I'm waiting for updates from both companies 

  Business Response

  Date: 02/20/2024

  Please see our response to the rebuttal attached

  Customer Answer

  Date: 02/20/2024

   
  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:02/03/2024

  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.

  My bill increased by 100% this January. I tried to resolve this by contacting Customer Support. The only option is via Chat, which is extremely time-consuming. As a case in point, this evening I spent 1 hour and half on chat. The agent responds every 5 min. After 60 min. of research, the agent responds with:"As I have checked with my next level team they informed me that your payment is in your wallet balance now and it will only be charged the amount your are paying till the promotion end and the remaining amount will be in your wallet balance which will be used in your next billing cycle."This made absolutely no sense to me. The billing issue I had was that when I signed up for my Visible service, I had a rate lock in for 5 years. But that rate lock in had disappeared mysteriously. Moreover, Visible is now charging me more than the regular price (not promotion price) posted on its website. To save time, instead of honoring the rate lock in, I asked the agent if he/she could apply the current promotion (which is 33% more than my rate lock in, and for 2 years instead of the 5 years). But this request was also denied.This really leaves much to be desired from a ****************

  Business Response

  Date: 02/16/2024

  Please see our response attached

  Customer Answer

  Date: 02/17/2024

   
  Complaint: 21240871

  
  I am rejecting this response because:

  Dear BBB, 

  Thank you for forwarding the reply from the business.At the time I signed up for service, Visible offered, as part of the package, a multi-year rate lock (see attached). I would like to request that the business honor the agreement as originally presented.
  

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

  Business Response

  Date: 02/27/2024

  Please see the response to the rebuttal attached 

  Customer Answer

  Date: 02/27/2024

   
  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,
  
  *********************

  Customer Answer

  Date: 03/05/2024

  Dear BBB, 

  After checking my account, I was taken aback to see the business has reversed the billing adjustment after I accepted the resolution. Would it be possible to reopen the case?

  Thanks. 

  Business Response

  Date: 03/07/2024

  Please see our attached response to the rebuttal

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21240871
  
  I am rejecting this response because:

  I was overcharged for Feb. 2024. The business previously corrected the mistake by issuing me a credit, but I see the credit was reversed. As a result, I am still being overcharged for Feb. 2024. 

  I can't speculate whether this is intentional or not, but the number of mistakes and inconsistencies thus far lead me to believe the business is either acting in bad faith, or is negligent in ensuring they are billing their customers correctly. 

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

  Business Response

  Date: 03/13/2024

  Please see the response to the rebuttal attached

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21240871

  I am rejecting this response because:
  

  Dear BBB, 

  Thank you for forwarding on the response from the business. I found the letter to be lengthy, containing much material that isn't relevant to the issue at hand. It looks like some of this was simply copied and pasted from previous communications. The prevalence of grammatical errors in the letter also made it difficult to understand at times. 

  As such, I will simply dispute one point: "Lixias bill was needing to be readjust from $30 through $25". Even though Visible's representatives states the "need" is there, it was not executed. When will Visible follow through on this?

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

  Business Response

  Date: 03/20/2024

  Please see the response to the rebuttal attached

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21240871
  

  Dear BBB, 

  
  I am rejecting this response because: 

  The letter from the business contains irrelevant information that does not address the concern at hand. My concern is that I was billed incorrectly for Feb. I saw it was corrected but, soon afterwards, the correction was reverted. 

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

  Business Response

  Date: 03/27/2024

  Please see our response to the rebuttal  attached 

  Customer Answer

  Date: 03/31/2024

   
  Complaint: 21240871
  
  I am rejecting this response because:

  It is, in essence, the same as previous responses from the business, to which I respectfully disagree with. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/02/2024

  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 was wrongly charged an increased rate without adequate warning on January 29, 2024. Though agreeing to refund the full amount, the chat agent subsequently incorrectly refunded me $15 instead of the full amount. A complaint has already been filed with the *** regarding their failure to release the number in a reasonable time frame and also failure to issue a refund for services not delivered by the business as promised.

  Business Response

  Date: 02/11/2024

  Please see our response attached

  Customer Answer

  Date: 02/11/2024

   
  Complaint: 21236324
  
  I am rejecting this response because the agent expressly did not resolve the issue, though claimed that they have and remains inconsistent in their response.

  "********* then requested a refund which was processed immediately."

  No. I had requested a full refund, which was not processed in its entirety.

  "********* did not contact Visible Care Support again regarding this matter until February 04, 2024 claiming that they received a refund $15 only however charged $25 unfortunately ********* was not actively responsive during their interactions and as a result expectations were set that their chat would end."

  No. The agent apologized and was looking into refunding the full $25. They claimed that due to a timer, they would need to wait another 24 hours before processing the refund. The refund was never processed.

  
  "February 07, 2024 our Executive Relations Teams contacted ********* via email to inform them that
  based on usage their refund was prorated."

  This was not the full refund that was promised prior. 

  "However after further engagement with our internal billing
  availed the 2023 $15 off for 12 months Visible Plan promotion applied on their account at the time of signup. The promotion was fully consumed on December 28, 2023 10:38 PM and monthly charges transitioned to $25 their next billing date January 28, 2024."

  I canceled the billing in time, though Visible's unusable slow customer ********************** (common experience across multiple customers) led to not canceling the service nor issuing the refund on time.

  Business Response

  Date: 02/20/2024

  Please see our response to the rebuttal attached

• Initial Complaint

  Date:02/01/2024

  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 started service with Visible @6/14/2020. I lost my phone on 11/14/23 in an Uber and called to have the acct suspended until I either found phone or decided to purchase a replacement. Decided replace but website would not allow. Chatted with their C/S who said acct needs to be active to buy phone. Acct was reactivated and was charged my monthly service charge ($25). Again tried to buy phone & still unable & was told needed to authenticate my ID via ****** authentication & a code would be texted to THE LOST PHONE before I could be ALLOWED to purchase a phone. Didn't have time to pursue this with C/S, then. Went back online @1/30/24 to try again, same problem. On 2/1/23,chatted with "ER" in C/S. Said would email me code to validate me. Told her my email acct is notorious for not putting thru some emails & some take a day/longer to arrive. Said she'd wait. Nearly an hour went by. No email received. Pleaded if there was ANY other way I could validate: DOB? Last 4 of SS? Phone numbers called on the acct? No, repeatedly insisted I had to put in emailed code that I didn't receive. Asked twice if my only recourse was disconnecting and getting a new account. Ignored question. Finally said if I disconnected the acct, I would lose my phone number that I've had for 15+ years. Advised I wanted to escalate matter. Chat disconnected. I logged back into chat. Asked, politely, AGAIN how to escalate. Chat, again, disconnected. I am paying for service I cannot use, am just trying to buy a phone so I can resume usage and Visible REFUSES to assist me. I had no other devices to access the internet aside from the cell phone I was using. This company also refuses to honor the activation promo ($100 gift card) after making me jump through ridiculous hoops to prove my cell# was formerly w/another carrier. They found fault with all documentation provided only to say, after spending 27hrs over 2 days compiling proof, that they could tell at activation it was w/a prior carrier but too late.

  Business Response

  Date: 02/09/2024

  Please see our response attached

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21233585
  
  I am rejecting this response because:
  

  Although Visible finally resolved the issue of authentication allowing me to purchase a phone from them and remain a customer, their response did not, at all, address the egregious manner I was treated with regards to the prevailing promotion at the time of activation. When trying to have them honor their promotion, I told them I didn't require a gift card and to please put the gift card allotment onto my account. They never honored their promo and to make me run in circles for hours trying to comply with their demands for proof my number was ported to in the end ADMIT that they knew at activation that my number was ported but denied me then still, claiming it was then too late was a slap in the face. To close this complaint, I need either the $100 promo credited to my account (preferably) or the gift card offered st the time. My contacts with Visible regarding this matter were well within a reasonable timeframe given their repeated deflections and denials of honoring their promo. I, respectfully request Visible honor said promo and I am willing to, this time,  chalk up the ********************************************* pursuing same as the cost of doing business with this entity

  Thank you.

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

  Business Response

  Date: 02/20/2024

  Please see our response to the rebuttal attached

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21233585
  
  I am rejecting this response because: given the company's past failure to honor their promotional offering and the egregiously offensive antics employed in doing so, I am unwilling to now take their word that a gift card will be sent without the following information conveyed: Amount of gift card, how gift card will be sent ,(email, ******************* when card will be sent, tracking # for gift card. When this information is provided to my satisfaction, I will be more than happy to consider the matter closed. Thank you.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/23/2024

  Please see our response to the rebuttal attached

  Customer Answer

  Date: 02/25/2024

   
  Complaint: 21233585
  
  I am rejecting this response because: It is true Visible emailed an offer for a $100 gift card however the terms of the card required an upgrade to a $45/mo pay plan. My pay plan is $25/mo which was eligible at the time of activation and the $45 was not even available at the time of my activation. I responded to Visible with these concerns. I do not consider this matter resolved. Thank you.

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

  Business Response

  Date: 02/27/2024

  Please see our response to the rebuttal attached. 

  Customer Answer

  Date: 02/27/2024

   
  Better Business Bureau:
  

  I must admit I am rather hesitant to accept the company's offer as resolved given the history of the company's reticence in honoring the promotional offer, however I have been hopeful in view of the company's timely response to this unfortunate complaint, therefore I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Should I fail to receive the promised gift card, I will reopen another complaint against Visible.

   

  Thank you to all involved.

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

• Initial Complaint

  Date:02/01/2024

  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.

  on 9/27/23 I went on the visible web page with the intent to purchase an iPhone ********************************************************************************** two different locations prior to placing my order. Unfortunately after placing the order I notice that the order shipped to my old address in hayward. Minutes after placing the order I contacted visible in an attempt to have them change the delivery address. I was informed that they are unable to change the address, I attempted contacting ***** but they would only allow the shipper to change the delivery. After receiving a delivery confirmation on 9/28/23 I drove down to my old address. I spoke to the people living at the address, they said they never received any package and didn't recognize the name of the person who signed for it. That same day I reached out to Visible to inform them about the misdelivered device. since then I have contacted visible several times and I am still being charged for a device I never received. visible informed me that I needed a police report, I did that and emailed them a copy. That still didn't get any resolution for me being charged and not receiving the device. Not until Jan 18th was I informed to file a claim with *****. ***** is telling me that they need a shipper waiver authorization letter on the Visible's company letterhead, which they are denying me.

  Business Response

  Date: 02/10/2024

  Please see our response attached

  Customer Answer

  Date: 02/11/2024

   
  Complaint: 21233497
  
  I am rejecting this response because: Visible has the capability to file a claim with ***** and has not done so. I have also requested, per *****, a shipper waiver authorization letter on the shipper's company letterhead waiving their right to file a claim on this shipment with the applicable tracking number. I have asked for this document multiple times since ***** had denied my claim due to them stating, the shipping contract is with the business paying the shipping charges and not the recipient. 
  I dont believe its too much to ask that they do their part in filing the claim, since I have done everything in my power to resolve the issue myself and they seem to not want to provide a document on their company letterhead. Moreover, I was not advised to contact ***** until January 18th, this has been ongoing since September. I think its more than fair to expect that they handle the claims process with *****.

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

  Business Response

  Date: 02/19/2024

  Please see our response to the rebuttal attached

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21233497
  
  I am rejecting this response because:
  You continue to refer me to ***** without providing me with the document ***** is requiring for me to file a valid claim (a shipper waiver authorization letter.) 
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/01/2024

  Please see the response attached for the rebuttal

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21233497
  
  I am rejecting this response because: I need documentation to send ***** so I can file a claim. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/13/2024

  RE: *******************************, Complaint ID: ********
  Dear BBB:
  Thank you for referring the rebuttal of ******************************* to Visible for review. We appreciate this
  matter being brought to our attention.

  
  The Executive Relations Team informed ****** that the resolution will remain the same and a
  refund or loan cancellation is not warranted. Further investigation has shown accordingly, Visible
  appropriately denied the refund request and no further action is due on Kelvins account.
  

  Visible considers the matter resolved and we apologize for any inconvenience that ******
  ********* experienced as a result of this matter. Should you have any questions, please contact
  the public or non-************ contacts provided to the BBB.
  Sincerely,
  ******************
  Executive Relations Team

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to lodge a formal complaint against Visible regarding an unresolved issue with a device return. I have encountered significant difficulties with Visible's customer ********************** and resolution process, leading to this complaint.In November 2023, I returned a device to ********************, intending to receive a device credit as per their policy. The tracking information confirms that the device was delivered to Visible. Despite this, Visible claims they have not received the device. The provided tracking receipt shows the device was delivered on November 8, 2023.Since the device was returned, I have engaged in multiple correspondences with Visible, receiving assurances that they are investigating the issue (Multiple emails sent with the same exact wording). However, there has been no progress or satisfactory resolution to date. This unresolved matter has continued implications on my financial obligations, as the loan for this device, facilitated through Affirm, remains unpaid and should have been credited to the Visible account and closed accordingly.I have upheld my part of the agreement by returning the device as per ********************'s instructions and have proof of delivery. The lack of resolution and communication from Visible's end is not only frustrating but also impacts my financial commitments and business operations.I am seeking assistance from the BBB in resolving this matter. I expect Visible to acknowledge the receipt of the returned device, credit the amount to my account, and ensure the closure of the associated loan with Affirm. Your intervention in this matter would be greatly appreciated to help resolve this issue promptly and fairly.Thank you for your attention to this matter. I am available for any further information or documentation required.

  Business Response

  Date: 02/08/2024

  Please see our response attached

  Customer Answer

  Date: 02/28/2024

  Follow-Up Complaint: No Check Received from Visible Despite Assurances Dear Better Business Bureau, I am writing to follow up on my previous complaint lodged against Visible in January 2024, regarding an unresolved issue with a device return. Despite receiving a response stating that a check would be sent, I regret to inform you that no such check has been received as of the expected date. After Executive Relations reached out and assured me a check would be sent, I am still empty handed as detailed in the attached emails. As detailed in my initial complaint, I returned a device to Visible in November, 2023 and provided proof of delivery through tracking information. Visible acknowledged the receipt of the device and assured me that a check would be issued for the full amount of the loan, which should have been received by last week (Week of February 23rd according to their correspondence. However, despite their assurances, I have not received any check or further communication regarding the status of the refund after multiple additional emails. This lack of follow-through on Visible's part is deeply concerning and further exacerbates the financial strain caused by this unresolved issue. I have continued to fulfill my obligations by providing all necessary documentation and cooperating with Visible's requests for information. Yet, the lack of action on their end has left me in a precarious financial situation, as the loan for the device through Affirm remains unpaid. I am deeply disappointed by Visible's failure to honor their commitment and resolve this matter in a timely manner. I urge the Better Business Bureau to escalate this complaint and intervene on my behalf to ensure that Visible fulfills their obligation to issue the promised refund promptly. Your prompt attention to this matter is greatly appreciated, and I remain available for any further assistance or information you may require.

  Business Response

  Date: 03/05/2024

  Please see our response to the Rebuttal attached

  Customer Answer

  Date: 03/05/2024

   
  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:01/30/2024

  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 1/27/24, as an existing Visible customer, I purchased a new, unlocked iPhone 14 and attempted to transfer my eSIM from my old phone to the new one, following the simple instructions described in the Visible app. I was unsuccessful after several attempts and prompted to contact Visible for additional assistance. After chatting (literal chat messaging, Visibles only method of customer support) with a ******************** agent for over an hour the problem remained unresolved, only by then I had no service on either phone and my chats kept getting disconnected or timed out with the agent. I spent nearly a full day contacting different visible customer support agents trying to get ********************** to my new phone and they were all unsuccessful, and repeatedly had me try the exact same steps over and over again, even after I explained to them that I had tried previously and it WOULD NOT WORK. Finally, after nearly 5 hours of exhausting chat messages, and being hung up on in those chat messages, I found an agent who was able to get service back on the old phone. I waited until later that evening to try one more time to switch the eSIM to my new device, and also contact customer support, but no one could help or explain what the problem was after several more hours. Beyond frustrating. I switched to Visible for simplicity and a better price. NOT WORTH IT. Absolutely unacceptable and atrocious customer **********************. I now have to find another service provider to port my number to in order to use my new phone because Visible is either unable or unwilling to provide the service they claim they can, particularly with eSIM activations/transfers. When it works, Im sure its great. When it doesnt, total nightmare trying to get any useful support whatsoever. I wasted nearly 2 days trying to figure this out, all for nothing. 0/10, avoid at all costs.

  Business Response

  Date: 02/08/2024

  Please see our response attached