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:01/29/2024

  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 Friday, January 26, **** I decided I wanted to upgrade my Visible phone. They have an option on their website that if you have your current phone through them over halfway paid off, you can trade it in for an upgrade. theyll pay off your current phone and you will get a new one. I went to the upgrade option on the website. It had me pick out a new phone that I wanted and then pick out the insurance plan for it. When it came to the payment option, I chose to go with affirm financing because thats where I have my other phone through. I received the phone on January 29, ****. Activated it with help but when it came to getting a shipping label to return, my trade-in phone couldnt find it. After being in a chat with the Visible team for over five hours I was told that because I didnt do my trade-in estimate before I picked out the phone I would not receive my credit for my old phone. I asked them through chat then why didnt the website have me do the trade-in estimate first instead of picking out the phone first. But they failed to answer me. So now Im paying for two cell phones. I would like to get my trade-in cell phone paid off as promised on their website.

  Business Response

  Date: 02/08/2024

  Please see our response attached

  Customer Answer

  Date: 02/09/2024

   
  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:01/29/2024

  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.

  We purchased a phone through Visible by ******** Upon receiving it and entering the *** card there was no network connected to the sim. The company has no phone number. I generated a chat through their app only to be referred to an automated response which repeated the options over and over. I reached out on FB only to be moved around to 3 people all of which didnt know anything to say other than the same info the others repeated and saying sorry.

  Business Response

  Date: 02/07/2024

  Please see our response attached

• Initial Complaint

  Date:01/28/2024

  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 have been working with visible wireless for several days due to damaging my cell phone that will no longer turn on. I have a user name and password for my account but cannot access it because I cannot receive the text required for 2 factor identification. I have chatted with more than 10 agents which is the only way to communicate with the company. I was able to speak to a manager one time on 1/25/24 who said I would have an updated email on my account so that I could access it by 1/26/24. I have not received an email from them at the new address and their website says they will only send account info to the old email for 30 days instead of the new email. I chat with agents and have gotten kicked out of the chat six times in a row, even though I make great efforts to keep it active because Ive had to explain my situation. They refuse to let me speak to a a manager even though I have asked more than 10 times. I have provided numerous pieces of information to verify my account and they still say I can only access my account through the original email (this is now locked and I cannot get access back, all related to the phone damage issue) and password. I cannot access my wireless services through my new phone because they will not help me do so and I cannot get any information to cancel my account which is really want I want to do so I can get a new provider. I have spent hours chatting and the agents say they are unable to connect me with a supervisor until they try to resolve the issue but then the AI assistant comes on and interrupts our chat so I have to start over again. There is no transition of information from agent to agent. I have no way to resolve this and feel I have done everything I can to try to. Its exhausting trying to deal with this company and there is no way someone who is neurodivergent or has less advocacy skills could ever work with this company. It feels like a complete scam. I do not have access to the phone number listed, only email.

  Business Response

  Date: 02/06/2024

  Please see our response attached

• Initial Complaint

  Date:01/27/2024

  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 wanted to get my 10 year old daughter a working phone for the first time on her 11th birthday. I already had a visible phone line for myself. I was under the impression based on the switch they required me to make previously that the phone requirements on their network were simply they have to be unlocked and 5G. I purchased a brand new unlocked 5G phone from Amazon. When it arrived, I started the process of setting up the new phone but was being alerted that the phone is incompatible. I decided to check if the sim card from my phone would work in the alleged incompatible phone. It worked just fine and could receive and make outgoing calls. I reached out to their customer ********************** department to see if we could find a way to just send me the new sim kit for a new phone line. Somehow this got lost in translation and even though i clearly stated in the chat that my phone was fine and that i didnt want anything changed on it and that my request was for a separate phone line completely, they processed it as a replacement sim card. Upon processing that, the sim in my own phone got deactivated and I had no idea till bout an hour after i thought i had ordered my daughters new sim for her phone. I went back and forth with customer care for hours and could get nowhere. they told me they couldnt reactivate my phone and that the sim that they sent will be here the next day. this is still too fresh of an incident at this point to know all the damage this has caused due to my job and me being without any line of communication for 24 hours unexpectedly due to their incompetence.

  Business Response

  Date: 02/05/2024

  Please see our response attached 

   

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21207961
  
  I am rejecting this response because: the business is outright lying in their response and completely ignoring what happened.  after reviewing many other recent complaints, I'm going to enjoy watching this all unfold.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/26/2024

  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.

  Please assist with case # ******** regarding a device that has been returned and delivered back to Visible in Oct 2023 and a refund has not been released thru Affirm.

  Business Response

  Date: 02/05/2024

  Please see our response attached

• Initial Complaint

  Date:01/25/2024

  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.

  Visible is a scam. They instruct customers to let them transfer your service. I went from ******* to Visible. THEIR GUIDANCE INSTRUCTS CUSTOMERS to NOT contact ******* and they will make the transfer. I just got a collections bill from *******!!! Scam. They just work for themselves getting fees and charged from both plans!!!

  Business Response

  Date: 02/03/2024

  Please see our response attached

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 21197618
  
  I am rejecting this response because:
  Visible has misconstrued my concerns. Visible uses the ******* network and is listed as a ******* subsidiary.  I had expressed concern about the timing of my phone number port while chatting with Visible when I moved my account. The chat with Visible was clear that they would communicate with *******. My objection is the guidance I received from Visible while selecting their services. My request is and has always been; for Visible to support new customers during the process of transferring from ******* to Visible. I am satisfied with my current service with Visible. My complaint is the guidance from Visible. Visible is able to review my messages during the transfer process. The company continues to lie and say that they were not negligent in their transfer guidance and pretends that they are not part of *******. Shame on you, Visible. You can do better for the people that pay your salary. Do better. This is your chance. Review your process rather than lying. Thank you. 
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/24/2024

  Type:Order 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 wife and I needed to switch cell carrier providers because our current ******* Fi, which uses ******** networks) was not getting reception at our house. We did the trial of Visible (a subsidiary of ********** I signed up for the trial on Jan. 17th, and it worked great, so I signed up for a real contract on Jan 18th. The screenshots below are in their app, on the signup page. They had a deal on their 2 plans running through Jan. 31st, so I thought I would just start right away.The deal is clearly for $30 per month for the Visible+ and has a code to use to get this. I signed up, used the code, and it was $35 per month. My wife signed up 2 days later, the 3rd screenshot is from her app on her phone, clearly the same $30 deal. The bill is $35 per month going forward for her too. So this amounts to false advertising and when we both did a chat with the company, they said that is not their deal and that our code won't work to get that $30 deal per month.What we are looking for is Visible to honor the deal that their app gave us during signup of $30 per month.

  Business Response

  Date: 02/02/2024

  Please see our response attached 

  Customer Answer

  Date: 02/03/2024

   
  Complaint: 21189432
  
  I am rejecting this response because: Visible is not honoring the actual price they listed on their app when I signed up, and then on my wife's app when she signed up. The $20 credit was a promo they were already running if you "bring a friend" to sign up - a promo code that didn't initially work either until I called Visible to have them reinstate the promo. Basically, this company is not on top of any of their offers, have promo codes that don't work, and have different pricing when you sign up than what they give you. These are all facts.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/23/2024

  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.

  ******* advertises with an inaccurate service coverage map here: *************************************. When I input my exact home address (***************************************************), the map confirms that their network covers the address with both 5G ** and 4G LTE. However, there is no area within a 1 mile radius that actually connects to *******s 5G or 5G ** network. Im only able to achieve a maximum of 2 service bars for LTE, measuring a connection speed of about 4 mbps. It was based on this false map that I made the decision to upgrade my service (provided through Visible, using *******s network) to a more expensive service tier (Visible+) that allows access to the premium 5G network, only to discover that the coverage information provided by ******* for my address is false.

  Business Response

  Date: 02/01/2024

  Please see our response attached

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21187052
  
  I am rejecting this response because: 

  The business's response misrepresents the ongoing email thread between myself and the executive relations agent. It also includes explicitly false details. Please see the newly attached PDF for a full accounting of the email thread.

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

  Business Response

  Date: 02/16/2024

  Please see our attached response to the rebuttal

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21187052
  
  I am rejecting this response because:

  The matter has not been resolved. As the Visible representative noted in their response, there is an open investigation to determine whether the network signal does not match the coverage as advertised in order to determine if a refund is warranted. I would also like to include here that my desired resolution to the issue of falsely advertised network coverage includes the following: 

  1. Reimbursement of the additional fees paid during the time my service was on the Visible+ tier (once the network investigation concludes that the coverage benefits of this tier are not accessible at my address, as promoted by the business's advertisement)

  2. Reversion of my cellular service plan to the previous $25 per month agreement, given that my decision to upgrade was solely predicated on false advertisement. The Visible representative suggested in our external email exchange that I submit an order to downgrade my service tier, however this option will not provide the desired outcome; if I were to submit a downgrade order, my account would revert to the previous service tier but loss the benefit of the discounted rate I previously enjoyed prior to upgrading. I'm specifically asking for the business representative to process this downgrade request in order to re-established my previous monthly rate (including the aforementioned discount).
  

  I've included an updated version of the email thread as a PDF attachment that includes conversations related to the latest developments. I've also included the device details requested to continue the network investigation:

  Device operating system (iOS or Android) and version: iOS 17.3.1
  Carrier bundle (iOS devices) from Settings > General > About > Carrier: Visible 57.0 (IMS Status: Voice & SMS)
  Version of System Update (Android devices) from Settings > System > System Update: N/A
  Does the issue happen everywhere or only in specific locations?: The poor signal occurs at my home address (**************************************************) and within approximately a 1 mile radius around my address. 
  Also include a description of the building or environment (i.e., concrete walls, hills, mountains, large body of water, etc.): The house is built using wood frame construction and vinyl siding. The area is slightly elevated with the backyard experiencing a slight slop downward in the direction away from the house. There are intermittent trees on the property, but none are close enough to the house to obfuscate external signals. There is a portion of the environment around the house, about 1/3 of the entire landscape, which has no trees or obstructions -- even in this area, the signal is poor. 
  If the issue happens everywhere, provide an address, city, and state where it last occurred: N/A - issue is specific to area(s) described above
  What are the data speeds received?: A network connectivity test conducted at the time of this response measured the following data speeds: 1.20 Mbps Download and 0.48 Mbps Upload

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

  Business Response

  Date: 02/27/2024

  Please see our response to the rebuttal attached

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21187052
  
  I am rejecting this response because:

  The business, in its response, stated "they [******] are located in an area that is 4G-LTE/5G only". Then, in a separate part of the statement, Visible confirms that "coverage and performance at the location [******** address] is not optimal," which indicates that I CANNOT access the 4G-LTE/5G services promised by the Visible coverage map and in the second paragraph of their rebuttal letter. I'm now requesting that a Better Business Bureau Representative intervene to provide a third-party assessment of the matter 

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

  Customer Answer

  Date: 03/01/2024

  1. I would like a refund for the Apple Watch service fees I've payed to Visible while the connection was inoperable (Sep 2023 - Mar 2024 x $5 per month = a total refund of $35)

  2. I would also like a refund for the add-on fees I paid for the elevated service tier which Visible failed to deliver, despite their coverage maps confirming my address to be eligible (Sep 2023 - Mar 2024 x $10 per month = a total refund of $70).

  Thus far, Visible has issued a credit of $20 to my account in acknowledgment of the issues described above. Therefore, my desired outcome is for the remaining balance of $85 to be refunded.

  Business Response

  Date: 03/07/2024

  Please see our attached response. 

• Initial Complaint

  Date:01/23/2024

  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 mobile ported my number out of mint mobile based on my request but never activated under my account which in return turned the number not active and unassigned to any account and now everyone calling me getting the message welcome to ******* this number has been canceled or disconnected.Been wasting 3 to 4 hours a day with visible chat and requesting call back everyday from visible to no available they keep promising issue will be fixed in 2 hours and apologizing but nothing happens

  Business Response

  Date: 02/01/2024

  Please see our response attached

• Initial Complaint

  Date:01/18/2024

  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.

  We have Visible phone service. One phone isnt working well, so we ordered a new phone from Visible. New phone didnt connect to his account properly, & his account was actually cancelled, despite being paid up. Ive spent ~20+hrs on chat online & the phone with *************************** cannot seem to fix the situation. They promise to email me the info I need to take our service elsewhere, yet they never do. They lie to my face repeatedly. I want to return the new iPhone & take service elsewhere, but they are not letting me return it b/c its past the 14 day return window. Its THEIR fault its past the window. Now we are stuck w/ a phone that doesnt work, we are locked out of hte account, & literally cannot do anything b/c they also will not release his number to us to change services. This has been a month- Dec 19th we got the new phone. It is Jan 18. Please help!!

  Business Response

  Date: 01/27/2024

  Please see our response attached