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:01/02/2024

  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.

  This service is supposed to be 5g with unlimited data. I have ONE bar, sometimes 4g, rarely 5. My phone will text people from a different number without changing on my end. There's NO phone number. Chat support claims my IMEI is incorrect but I have activated the original eSIM AND a new esim with my correct IMEI. They won't let me speak to a manager and regardless of how much information I give them to prove it is me they won't look into the issue. I would like a partial refund as the service is not what is promised.

  Business Response

  Date: 01/11/2024

  Please see our response attached. 

• Initial Complaint

  Date:01/01/2024

  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 12-29-23 I contacted visible about an issue I've been having with my phones sim card. They put me on esim and sent me a new physical sim but now my esim won't work. They claim since they sent me a physical sim the issue was resolved. But yet my phone still doesn't work, only on wifi. On top of that I can't stransfer my number to another carrier because the esim has to be working in order to stransfer. The issue with the esim is on their end not mine and they must fix it but for some reason they wont. All the while I'm paying for a service that they refuse to fix.

  Business Response

  Date: 01/08/2024

  Please see our response and attachment 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21080497
  
  I am rejecting this response because:
  The matter of the old is phone is still unresolved. I can't use the esim on it which is something that is a carrier issue. This response renders the phone useless.
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/15/2024

  Please see our attached response to the rebuttal. 

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21080497
  
  I am rejecting this response because:
  Who is *********************************?
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/17/2024

  Please see our attached response.

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21080497
  
  I am rejecting this response because:
  They continually deny the fact that the esim issue is their issue. Theirs and theirs alone to fix. No one else but them.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/31/2023

  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.

  About July 26, 2023 I ordered a cell phone from Visible.com. I received phone but couldn't get it to work. I spoke with a Visible agent for help. After an hour he said he couldn't get it took work. He sent me a mailing label, which I used to return the new unused Visible phone. Visible is REFUSING TO REFUND Affirm (financing company) because I mailed it to the wrong address, the address label sent to me by a Visible employee. I was told in a chat that phone was found and my contract was cancelled. They also are saying I received and used a gift card for the trade in value of the new unused Visible phone. $175.00. NEVER received gift card. AFFIRM IS SENDING MY ACCOUNT FOR COLLECTION.

  Business Response

  Date: 01/08/2024

  Please see our response and attachment 

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21079655
  
  I am rejecting this response because:

  
  The only acceptable response from Visible is paying off my Affirm loan by refunding Affirm. I am not responsible for the mailing error. A Visible employee is responsible for the mailing error. And furthermore, Visible is in possession of the phone I and a Visible employee - who sent me the wrong mailing label - could not get to work.

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

  Business Response

  Date: 01/11/2024

  Please see our attached response

• Initial Complaint

  Date:12/31/2023

  Type:Order 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 was going to start service here. i ported my number... then it wouldnt take any of my cards... whatever. told them to cancel my port in request and return my number. she said case number #[06374883]. would be solved within 2 hours... its been 3 days... my number of 20 years is being held and stolen by this company... they refuse to relase it. PLEASE HELP ME!!! cant even use my phone until its released. 3 days.

  Business Response

  Date: 01/08/2024

  Please see our attached response to this complaint.

  Customer Answer

  Date: 01/14/2024

  DO NOT SUBMIT THIS RESPONSE TO VISIBLE. 
  

  Ever since I have spoken with you guys at the BBB visible has been rather fast and rather concerned about ever further issue Ive had and they are very quick to resolve these new minor issues and so I do appreciate how much respect your company has earned. I would be comfortable closing my complaint at this time. 

• Initial Complaint

  Date:12/31/2023

  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.

  Dec 24th and dec 29th of 2023. And another time a month or few back. Issue- service randomly disconnects. Customer ********************** is difficult to reach because I have to go find someone with working wifi and then deal with a bot till eventually I get to a human who says hey click this link to confirm your account. When clicked it disconnects me from the agent and I have to start the whole process over which is very very long and ridiculous. I've spent about 3 hours this month alone trying to simply get what I paid them for. Customer ********************** is ultra slow at best. I regret buying a phone from visible.com and service. Both were a huge mistake. I didn't realize it would be so time consuming and unreliable. Glad it hasn't happened on a remote hike yet. It could cost my life having it randomly disconnected while I'm far from anyone with wifi. Want my money back or to be comped working service. My time is gone forever. My wife isn't having issue with her phone so maybe they should just send me another phone cause the one they sent must be defective or they are just that unreliable and I should get comped service or a full refund so I can go to another carrier

  Business Response

  Date: 01/08/2024

  Please see our attached response to the complaint  ID: ********
  
  

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21072631
  
  I am rejecting this response because:

  You left out the number of agents I had to talk to before my phone randomly started working. You also left out the fact that it took around 9 hours of my time, an entire work day, to try to get an agent that could actually fix it. I lost track of the number of agents but it was over 5 that I spoke with. Probably closer to 9. One an hour or so.  Definitely not satisfied with the extreme difficulty in getting the issue resolved. Definitely not satisfied with how the company makes it impossible to contact support without wifi on from another working internet service. Definitely not satisfied with the frequent interruptions in service. 

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

• Initial Complaint

  Date:12/29/2023

  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 switched my mobile service to Visible Mobile in Nov 2023 and decided to purchase a ****** Pixel 8 directly from them along with a SIM Card. I used Affirm, their loan company, to fund the $765.41 purchase (loan reference BP7W-KSPA). However, I changed my mind and tried to cancel the order but was informed that I couldn't, and instead, I would have to return the phone once it arrived.Visible Mobile shipped the ****** Pixel 8 on 11/14/2023 to my home address (Order ********) using ***** tracking number ************. I received the phone on 11/15/2023. On the same day, Visible provided me a *** shipping label (1Z114R8Y9097836094) to return the device. It reached ******************** on 11/20/2023.I reached out to Visible multiple times for updates regarding my refund, which they had stated would take 7 - 10 business days. However, I never received any information and was only told that my complaint/refund was still being investigated without any explanation. Their contact method is limited to chat, and it takes hours and multiple chats to reach anyone. They simply pass on the details to a "specialist team" who only send vague emails that I cannot respond to.The latest email I received from them on 12/27/2023 mentioned that the device had been reported lost or stolen. They stated that if the phone is recovered, I would have to pay the full amount to have it removed from the list. However, I returned the device to them and they are the ones who have lost it. It is unfair that they are penalizing me, the consumer, for their mistake. I am currently paying off a loan for a device that they have lost and I should be refunded since the device was returned and can be documented through tracking information.Despite my requests for clarity about the 12/27/2023 email, I still haven't received a refund or an explanation for the delay. I am out of pocket and have spent numerous hours waiting on their customer ********************** chats since there is no option to speak to an agent directly.

  Business Response

  Date: 01/03/2024

  Hi Please see our response attached.

  Customer Answer

  Date: 01/03/2024

   
  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:12/28/2023

  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.

  Hello my name is ******************************* number ************ email ******************** Im making a complaint against Visbile by ******* on December 7 someone transferred my number out of visbile without my knowledge I had two credits of $20.00 for 2 referrals that I referred to visbile in the amount of $40.00 account email ********************* which was the account that was hacked by people who ported my number out of visible without my knowledge without my authorization I contacted Visible and let them know about the situation. I spent two hours talking to a agent. They transfer me to a supervisor and the supervisor told me to create a new account transfer my number back to Visible and they will create a case and give me my credits of $40 to the new account, since the account was canceled without my authorization due to number transfer fraud I did exactly what the supervisor told me. I created a new account. With email ******************** The supervisor told me to chat back in once the account was open and activated they will create a case to give me back the two referrals of $20 each in the amount of $40 onto the new account so I chatted in and argue with four agents because they said I wasnt eligible to get the credits back however, if my account was jeopardize due to number transfer fraud I should be eligible to get my credits back because the supervisor even told me they will give me my credits back so I had to argument and a huge fight with the agents from other countries, and they refused to issue the credits so here I am making a complaint to get my credits back number ************ and my name is ******************************* email of new visbile account is ******************** Old account that was cancelled due to illegal port out *********************

  Business Response

  Date: 01/04/2024

  Hi team please see our attached response to the complaint. 

• Initial Complaint

  Date:12/28/2023

  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.

  Binding arbitration clauses are immensely harmful and unconstitutional.A class of customers is being harmed by Visible. The class is customers on the standard visible "plan."When I signed up on 2020, this month to month plan was at a rate of $30 per month. According to archive.org (shows archived versions of Visible.com) the rate was changed to $25 in March of 2023 -> ***********************************************************************************, and others in the "class" of folks with the standard visible plan were overcharged by $5 from March of 2023 onward. If anyone was smart enough to catch Visible doing this, they corrected the price to $25 going forward. That is what happened to me, on 12/15/2023, I chatted with an agent to inform them of the overcharge. They stated I would be provided an immediate $5 credit and the price would correctly be $25 going forward. My monthly price is not the correct $25, however I did not receive the $5 credit. I chatted with them today on 12/28 and that agent said there was no record of the chat at all and would not provide the credit.For me personally, I will need to be credited a total of $50 for the $5 I was overcharged between March of 2023 and December of 2023.It is also important that anyone else in the Visible standard plan to be aware they also might be getting overcharged because this month to month plan has been $25 since March of 2023. If it was not for unconstitutional binding arbitration, this would be a class action lawsuit to act as a deterrent for any future shady dealings.

  Business Response

  Date: 01/12/2024

  Please see our response attached

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 21065356
  
  I am rejecting this response because:

  Nothing was reaolved and the email I received said they were looking into it. Unbelievable.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 01/17/2024

  Hi - Unfortunatley they did not resolve anything and lied about responding to me. Did you receive the actual email I received? I had forwarded it before.

   

  Either way, this is effecting a large class of customers and is just plain wrong....
  

• Initial Complaint

  Date:12/28/2023

  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 cell phone service at **** Central Time 12/28/2023 and have been attempting to port my old phone number over to the service. I have been told multiple times that my concerns have been escalated to appropriate parties and will be resolved within two hours. My phone service still isn't active.

  Business Response

  Date: 01/04/2024

  Hi team, please see our attached response to the complaint. 

• Initial Complaint

  Date:12/21/2023

  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.

  April of this year I received an email from Visible stating that I was halfway done with my financed payments for my phone through Affirm that I purchased with visible so I had the choice of upgrading. The email states: All you have to do is log into Visible.com, navigate to your account and click Learn More for upgrades. Then, finance the new phone with Affirm and send us your old one, and well pay off your remaining loan balance. I attempted this because I wanted to upgrade my phone and there was an error on their website. I got in touch with an agent and after some time I was finally able to process the upgrade with their help and received a confirmation on April 20th, 2023. Two days later I received an email from Assurant reminding me to ship my phone, which I did.Fast forward to June, I reached out to the Visible team as I had not received any confirmation emails that my phone was received and my loan for my old phone was still active in Affirm. I received an email June 13th confirming that they received my request and were working on it. On June 14th I received an email stating that for further information they needed a screenshot of the email received from Assurant (the one that confirms the old device has been received for the Upgrade Program and shows it has been evaluated, the results of the evaluation and the payoff amount). And to reach back out to them with this information. I reached out to Assurant by phone and they told me this is not something they handle and to reach back out to Visible as they provide it directly to them.On September 13th I reached out to Visible letting them know what Assurant had said. They escalated my case and I received emails on an almost daily basis after that stating that they would reach back out with an update or final resolution. On October 6th I received one stating in 15 minutes I would get a call from an agent supervisor. I did not receive that call and the emails from before continued all the way until October 20th when I received an email from Visible stating the following: Upon checking your account, the order is greater than 365 days so we could be able to cancel Affirm loan and process refund. I then began chatting with Visible and stated this was great and asked when it would be processed. They clarified it could NOT be because it was over 365 days, that this email had a grammatical error. I then asked them to escalate another case and get it fixed. 2 days later I received the exact same email with the same grammatical error. I have since then continue to try chatting with Visible and get this fixed. They are stating they will not be able to refund this due to the 365 days and also blaming me stating I havent provided them what they needed when I have provided countless screenshots of my Affirm app and turned on the sharing that they asked me to so they could access my loan information, in regards to the confirmation email from Assurant I was literally denied this email and told it was Visibles job and I never received it from them.

  Business Response

  Date: 01/03/2024

  Please see our attached response to the complaint.