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:01/18/2024

  Type:Sales and Advertising 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 single parent trying to save money any way I can. On 12/25/23 I switched from ******* to Visible by ******* for $25.00 each line as shown on the ** commercial. My daughter and I paid $25.00 each (Dec 27, 2023) to switch to Visible. Paid with **** card ending in ****. I had the Visible service for 2 days and couldn't make or receive calls or texts. After numerous online chats for hours with Visible's '******' and there 'Care Team' the issue wasn't resolved. I went back to *******. My phone number for both networks stated the same at ************. My daughter had Visible for 4 days and had the same problem as me with not being able to receive calls or texts and no resolution using there online chat care team. Her phone number stayed the same with both networks also ************. I am trying to get a refund for the $50.00 I paid but had no service and hours of wasted time chatting online with there 'care team' and '******'. Attached are the receipts showing payment for both transactions. Thank you in advance for your help in this matter.

  Business Response

  Date: 01/27/2024

  Please see our response attached

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21162749
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************

  Visible said I only communicated with them on Dec 27th. That is a lie!! I was on my work computer off and on for two days trying to get my phone/text working. I only had their service for 2 days and my daughter had their service for 4 days before returning to ********  Since you are so hard up to rip people off, prorate my 2 days of service and refund my money!! You offer a free trial which I wasnt aware of before hand or I wouldnt have paid anything!!! This is a **** shame how you treat your customers! Im sure $50 isnt going to hurt your company! Me on the other hand can pay a bill with that money!! How do you lay your head down at night and sleep knowing you are ripping hard working, honest people off?!?!?!?

  Business Response

  Date: 02/07/2024

  Please see our response attached

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21162749
  
  I am rejecting this response because: They have a 14 day free trial that I wasnt aware of until after I had already paid the $50 ($25 for each line. Mine and my daughters) so I dont understand why they havent refunded my money! I only had them for 2 days and couldnt send or receive calls. I was on the chat with their people for hours from  my place of work trying to get my phone working with no luck. This is ridiculous!  
  
  Sincerely,
  
  **********************

  Business Response

  Date: 02/19/2024

  Please see our response 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:01/17/2024

  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 tried to get Visible prepaid phone plan but phone wasnt compatible. I was still charged for 2 prepaid lines. I keep trying to get in touch but they dont seem to know who I am. Will not connect with me or my email. This started in November and now Ive been charged 150 dollars for service Ive never gotten. There are no pdf of my Data, phone calls, numbers anything because the service was never provided. They insist I need to cancel according to my credit card company but I never received any service to cancel. I dont have screenshot my of the transaction because it was done on my daughters computer which she didnt save , as far as I know .Please help Ive tried everything.

  Business Response

  Date: 01/27/2024

  Please see our response attached 

• Initial Complaint

  Date:01/17/2024

  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.

  We purchased a brand new pixel 6a for my daughter as an upgrade from a basic ******* phone that no longer worked. Visible did not ship it with a SIM card. By the time we got the sim card and tried to use it, the 14 day return window had expired. However, they sold us a LOCKED to Xfinity phone and despite hours and hours of contacting their support team and being given the run around, factory resets, trip to xfinity store, calling xfinity, nothing can be done. We have paid for a new phone that does not work as a phone for us. We can't even get xfinity service if we wanted to at our location. My teen is paying monthly for phone service but can't receive texts and is getting nothing for that money. I would like the phone exhcanged or replaced or a refund. I'm so disgruntled by the lack of help from their customer ********************** team. Last night I waited over an hour in a chat that the agent had dropped out of. Please make this right.

  Business Response

  Date: 01/27/2024

  Please see our response attached 

  Customer Answer

  Date: 01/30/2024

   
  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 faulty phone was replaced with one that seems to work perfectly and we are grateful to have received what we paid for.

  Thank you for making this right.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/16/2024

  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 tried porting my phone number with this company but they kept pushing me off and when I realized it wasn't happening I decided to port with another company but unfortunately visible is holding on to my number and will not release it regardless of how many times I have requested that they do. I have a business running on this number and cannot afford to lose the number. I hope they can resolve this fast as they have been the cause of so much aggravation and of course I will take my other 3 lines I have with them elsewhere.

  Business Response

  Date: 02/15/2024

  Please see our response to the BBB complaint attached

• Initial Complaint

  Date:01/13/2024

  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 offered a minimum of $100 trade in credit for devices for select devices. There were 4 conditions asked: 1) device turn on, 2)no water damage, 3)no cracks in screen 4)no physical damage. The device I traded in had a small crack in the screen. So I indicated the device met conditions 1,2,4, but not 3 and the estimated trade in value was $100 (with a cracked screen). I ordered an Iphone SE 2020 for $140 based on the trade in. Order was placed on 12/27/23. Trade in device was sent on 12/28. New device was received on 1/2. On 1/11, received email indicating estimated trade in is $0 based on crack in screen. On 1/11, contacted Visible to see what options were due to mis-leading trade in quote. Asked about making a return. This was 15 days after the order (but only 9 days after receiving the new phone). I was told policy was 14 days. I asked for an exception given the circumstances but was not granted an exception. Resolution: Allow me to return the Iphone SE 2020 and refund my purchase since the trade-in was not fairly valued at $100 as estimated. Alternative Resolution: I keep the Iphone SE 2020 and Visible refunds $100 of my $150.15 purchase price (the trade in value of the phone I was quoted).

  Business Response

  Date: 01/22/2024

  Please see our response attached

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21143235
  
  I am rejecting this response because since Visible did not provide an accurate trade in estimate, they should allow me to return the IPHONE SE that was purchased as part of the trade in for a full refund.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/12/2024

  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 phone on Visible because my current phone suddenly was not connecting to the Visible system. It was a nice phone, but the new phone did not resolve my problem. Still had no ability to call or use data. I immediately repackaged the new phone for return. But I had two shipping labels, one for returning my old phone for a $100 trade-in and one for the return of new phone. Of course, it was my problem using the the wrong label which caused my new phone, in original **************** to the trade-in destination. I did receive a $100 credit, which was dishonest at best and criminal at worst. They new that I sent them a brand new phone, yet they kept it and tried to give me trade in credit instead of full credit. Aside from the 30 days of c*** service, I had to transfer to a new company, which required me purchasing one of their phones. There is no way to contact anyone at this ghost of a business. There are no records of this company on the internet where legal documents such as lawsuits could be delivered. This is certainly not an oversight. Visible did not want to be held accountable for their bad service, bad charging/refunds, bad support. No place to email, no telephone to call. What kind of company is this? I can not see this company lasting much longer unless they start making themselves "visible". Right now Visible is actually invisible. The *** needs to spend some time reading reviews of her new company and less time on dining at expensive restaurants.

  Customer Answer

  Date: 01/13/2024

  phone number is not correct on your case documents.

  Should be **************
  

  Business Response

  Date: 01/22/2024

  Please see our response attached

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21138545
  
  I am rejecting this response because:

  Quote from Visible to BBB:

  "As part of our efforts to give the best experience for our members an Executive Relations
  Representative emailed ****** to provide further assistance to which **********************. The Executive
  Relations Team will continue Working with ****** until the matter is resolved.

  
  Visible considers this 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
  nonpublic staff contacts provided to the BBB".

   

  First Visible says  that they are continuing to work with me, but consider the matter closed.  How does that even make any sense? 

  Visible did nothing to refund the new phone that I returned to them.

  Visible is dishonest in their report to the BBB and the general public who will be able to view their response on line.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/29/2024

  Please see our response attached 

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21138545
  
  I am rejecting this response because:

  More stonewalling.   Visible keeps closing out this complaint before resolution.   I will close this once I am satisfied and NOT when Visible is satisfied.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/02/2024

  This case is not closed until and unless they refund my money. I will be mailing the phone back with the shipping label they provided to me.  At that point they promise to credit my account $68.  It is possible that they will receive my phone back and never credit my account what is owed.  BBB has closed this case because they are taking the side of the company and not the consumer.  Can I open a case against the BBB?  How can you close a case before the customer receives the refund?  Is this a BBB scam that is being perpetrated? Why are you so eager to mark this case closed?  Just because the business "considers the case closed"  means it's closed?  That is a total fraud.

• Initial Complaint

  Date:01/12/2024

  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.

  I signed up for cell phone service with Visible on December 27, 2023 through their website visible.com (order #: ********). After receiving the sim, l went to activate the service on January 1, ****. The service was never activated. I have tried multiple and various times contacting Visibles customer ********************** (which is only available through chat) to get the service started. The customer ********************** reps at ******************** are terrible, they give the same instructions, instructions that fail continuously time and time again. After way too many attempts to get the service running with little to no assistance, l finally opted to not bother to try. I would want to do business which such a lackluster company that has terrible customer ********************** anyway. I contacted Visible back to back on January 9th and January 10th regarding refund and account closure and due to their awful customer ********************** no resolution was met. I am requesting a full refund in the amount of $25 service not rendered). Visibles poor customer ********************** and unnecessary complications in getting the service running is a ***** indication of bad things to come should one decide to remain a customer.

  Business Response

  Date: 01/21/2024

  Please see our response attached

• Initial Complaint

  Date:01/12/2024

  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 23 December 2023, I ordered an iPhone 15, 128GB, black, from Visible with overnight express shipping to the address I was staying at for the time period following the order. After remaining at the provided address in ****** until 31 December, I had to depart to return to work in ********** at which time the phone had still not arrived. After initially agreeing that the phone was lost when no tracking update had appeared on the OVERNIGHT EXPRESS order in over a week, Visible then claimed it had been delivered to me based on the package having been signed for by someone I do not know at the address where the package was originally intended for delivery. The tracking number was ************ which shows as having been delivered and signed for (indirect signature only) on 2 January ****. Because I do not know the person who signed for the package and they have not contacted me or Visible, I purchased an additional phone at a physical retailer to replace the damaged phone that the referenced iPhone 15 was ordered to replace.Because I do not have possession of the phone I ordered through Visible and do not expect to receive it from whoever signed for it at the much delayed delivery, I would like to purchase to be refunded.

  Business Response

  Date: 01/21/2024

  Please see our response attached

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21135238
  
  I am rejecting this response because: the executive customer relations representative did not inform me of the actions mentioned in this response and to the best of my knowledge, they have not been completed by Visible either.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/11/2024

  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 ordered a phone on November 27, 2023 from visible by ******* and paid $104.94. It was a TCL 30 LE with an offer to be rebated over one year of active service if your previous phone could not be transfered and mine could not. I received the phone and activated on November 28, 2023. They did not rebait anything for the phone so I contacted them and they assigned a case number **** ****. They said they could fix the problem but sent an email the next day saying they would not. I have no more options to solve this issue.

  Business Response

  Date: 01/20/2024

  Please see our attached response

• Initial Complaint

  Date:01/11/2024

  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.

  My cellphone was no longer compatible with Visible by ******* wireless service July 1, 2023 and should have been canceled per Visible however they continue to charge the monthly charge of $40. I can no longer login to my Visible account and the only way to contact them is through chat. Everytime I try to chat with them to fix this problem, the agent ends the chat without a resolution.

  Business Response

  Date: 01/20/2024

  Please see our attached response