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:01/16/2023

  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 a phone and plan from visible. The phone is financed through affirm. The phone did not work so I returned it to visible with a *** label they supplied. I have the tracking information that says it was received at the warehouse on 12/16/22. Today is 1/16/23 and they have not canceled the loan or refunded me the money for the phone. I have contacted customer ********************** 8 times and they will not do anything but tell me they are still working on the issue. The loan company wants their money.

  Business Response

  Date: 01/19/2023

  Response attached

• Initial Complaint

  Date:01/14/2023

  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.

  Prior to switching to Visible, I was a ******* customer. I switched *********************** around November 2021. Recently, I have been having issues where I would have to re-start the phone, text messages not sent or received and same for voicemails. On January 6th, my phone showed "SOS" where the service bars typically are. Due to the issues leading up to this, I decided to go back to ******* even though Visible is OWNED by *******. ******* works best on our area. I went to an authorized retailer near me at the end of the day, told them the issues and they began trying to help. The associate put my phone number, that I have had for 19 years, into their system and it showed activated under another customers name. This customer completed an order on 12/25/22 and activated the line on 1/4/22. ******* corporate told me "it's illegal to take a phone number from someone" when I pleaded with them to fix this error. I contacted Visible by chat online since you can't call them and was told there was nothing wrong with my account. Since 1/6/22, I have received 1 email daily from Visible stating they appreciate my patience while they work to fix this "hiccup". Their hiccup has already cost me thousands of dollars as I use this phone number for business. It is printed locally and online in many areas. I have yet to identify all the places the number is associated to me that I have missed.

  Business Response

  Date: 01/23/2023

  Response Attached

• Initial Complaint

  Date:01/14/2023

  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 transferred my phone service from ******* to Visible and brought my own phone. Visible service did not work and I was on the online "chat" help for no less than 8 or so hours, over the course of several days. At no point did my service work correctly and they refused to have an agent fix the issues (couldn't receive voicemails or text) or call me with a live person. I finally got frustrated enough that I went to transfer my service back to *******, all to discover Visible had locked my phone- which is against policy. They state they only lock phones for 60 days IF purchased through them. An online chat agent verified this info, but still refused to get the issue resolved by unlocking my phone. This cost me a lot of time and money.

  Business Response

  Date: 01/18/2023

  response attached

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18814110
  
  I am rejecting this response because:

  1) While I was able to send/receive texts from most iphone users, I was not able to receive them from anyone else.

  2) At no point was I getting functional voicemail- people left messages but they didn't come through to my phone. 

  3) I contacted Visible customer ********************** via chat at least SIX times- one of these times, I was on for two hours. They refused to put me through to a supervisor.

  4) My phone was not purchased through Visible, nor was it under contract with them. It was against FFC rules to lock it, as they did. I spent SIX hours dealing with customer ********************** trying to get in unlocked. 

  5) After spending almost TEN hours trying to get resolution to the issues, and having no one who was able and/or willing to resolve the it, I absolutely decided to transfer back to my previous service provider.  Visible's ASTERICK** notes on their response is completely out of line. 

  6) At no point after signing up did I have the full service I paid for. 

  7) I will consider this resolved once Visible has refunded the month of service that I paid for and was not able to receive. 

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

  Business Response

  Date: 01/25/2023

  As mentioned the member had service and no refund be provided.  Visible has thoroughly investigated the issue and no further action or refund will be provided.

  Customer Answer

  Date: 01/30/2023

   Complaint: 18814110

  
  I am rejecting this response because:
  

  Again, I had PARTIAL service. I was unable to send/receive texts from non-iphone users and my voice mailbox was not working correctly. I was on chat with your "help desk" for no less than 10 hours in total and the issue is VERY well documented. I also have countless screenshots from family members who could not get in contact with me and had all of their messages come back as undeliverable. You guys were unable to resolve it, and then illegally locked my phone so I could not transfer to another provider, which I have filed a complaint for with the FCC. 
  Ultimately, I had to switch to a new provider and purchase an entirely new phone, due to you having my phone locked. Please refund my $15 or I intend to file a small claims suit for the $15, as well as the cost of my new phone. 
  This is ridiculous that you would go to this extent to fight over $15. 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 02/02/2023

  As mentioned due to use on the account Visible is unable to issue a refund and Visible device unlock policy is 60 days. Visible has thoroughly investigated the issue and no further action or refund will be provided

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18814110
  
  I am rejecting this response because:
  

  1) I had usage to other iphone users ONLY. Incoming/outgoing texts to all other devices were INOPERABLE. 

  2) I was not under contract and my phone was fully paid off and brought over to Visible from ******** VISIBLE LOCKING IT WAS ACTUALLY ILLEGAL. 

   

  I plan to file a lawsuit if this issue is not resolved with your next response. Seems way cheaper for you to just admit fault and refund the $15. This is utterly RIDICULOUS. 

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

• Initial Complaint

  Date:01/13/2023

  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 a new iPhone 14 Pro *** through Visible during their Black Friday deals, as they had a great deal going on with Beats Studio Earbuds & a $300 gift card promotion after 3 months of payments. I got my new phone right away, but as soon as I began the activation process, it was just problem after problem. I was trying to port my number over from ******** & after dozens of chats with long wait times & calls to *******'s porting system, I finally thought I had it fixed but the Visible app wouldn't allow me to activate my service. I had to fly across the country, so I had ******* turn my old phone back on so I would have cell service during my trip, figuring I'd deal with it when I got home. I spent the whole month of December consistently chatting into Visible (their only way to contact CS), & though their CS agents are for the most part very kind and helpful, no one seemed to be able to fix the service issues. Finally, one agent told me to sign up as if I were bringing my own ********** seemed to work, so all I needed was to port my number over (this was late December 22). I then accidentally hit the wrong button in my Settings app on my new phone, which led it to believe I was trying to activate a ******* SIM on a Visible locked phone, & for the past two weeks, my new phone has been locked into an activation cycle I cannot exit or bypass. I've spoken to ******* and Apple, both of whom told me Visible needed to fix this. I was able to port over my number, but I now have no service on either phone. I have been talking to Visible for 3 days STRAIGHT asking for either a replacement phone overnighted or for a temporary unlock so I can bypass the activation screen & get the new phone working, but I've been passed from team to team & just told to wait for an email with no resolution in sight. I need my phone for work & this is seriously affecting my livelihood. Now my trade-in has expired & I'm not sure I'll get the deals I signed up for. I am beyond frustrated.

  Business Response

  Date: 01/23/2023

  Response Attached

• Initial Complaint

  Date:01/12/2023

  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.

  My wife and I transferred our service from ******* to Visible over the past week. We terminated our service with *******, received all the necessary information for porting over our numbers and then started the activated process with visible. My wife's went smoothly. Mine has not. They have been unable to port my number in and are continuing to give me the run around despite one of the "agents" indicating that they have the number. The first SIM card didn't work and it would not activate and they said they would send a new one but didn't, then told me to deactivate that entire account and start over, which we did. We spent three days paying on that account with no service. We opened the new account and now I have a random phone number, an unactivated phone with no service, and I have spent at minimum 12 hours chatting without resolution, receiving lie after lie after lie. I've been told for 32 hours now that a "tier 2" agent would be calling me "within the hour". I need my phone number ported to my phone and my account activated. I have had no service for four days now. And I am PAYING for this service right now and not receiving any or any assistance whatsoever. They are telling me they can't say when they can help me because they have a lot of cases right now. I've paid for the month in full and am not receiving any service.

  Business Response

  Date: 01/17/2023

  Response attached

  Customer Answer

  Date: 01/20/2023

   
  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:01/11/2023

  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.

  Visible offered a promotion on 10-4-2022 that would provide a $200 gift card and Beats Studio Buds if I purchase a new Apple iPhone 14 Pro and activate the phone and pay for 3 months of service, and port in my phone number from an eligible carrier. Summary:- I ported in my phone number from eligible carrier(Google FI), signed up for Visible wireless service, and purchased a brand new Phone 14 Pro after being promised Beats Studio Buds and a $200 gift card for doing so, after activating my new iPhone and paying Visible 4 months of service.- So far Visible honored half of the promotion and has sent the redemption email for the Beats studio buds, but Has yet to send me the redemption email for the $200 gift card. At first after talking with customer ********************** they needed proof of port in (bill of my previous cellular carrier), which I provided and it was confirmed that it met the requirements for the promotion. Next after being directed to contact Visible via ******** messenger, they said that they would send the email for promotion redemption. So I have checked my email and it was not in my inbox. I contacted again and they told me they will send it again (multiple times) but I have yet to receive it. Next they tell me that it is an issue with my email and to contact my email provider as to why I am not receiving it. I have checked all folders(spam/trash) and with provider. It is not there and not an email issue on my end because just days ago I received the email from (visible offers) for redemption code for the Beats Studio buds. Even if it is truly an "email issue" they could at least attempt to send me the redemption code by another mean. I have contacted them via their online support channels and through social media (as they requested). I have well documented proof of the terms and conditions of the promotion along with my eligibility, This includes screenshots and chat transcripts. I would like Visible to honor their promotion and send me the $ 200 gift card as advertised.

  Business Response

  Date: 01/19/2023

  Response attached

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18726014
  
  I am rejecting this response because: The redemption code for promotional gift card was not included in the same email as the beats buds (See attached screenshot of email). I have not received the redemption code for the gift card. I would like for Visible to please send me the redemption code. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/25/2023

  Email sent to the member with the redemption code to redeem the gift card.

  Customer Answer

  Date: 01/31/2023

   
  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:01/10/2023

  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 have been having trouble with the battery on my current phone for over a year. I had the insurance but Visible refused to replace my phone unless I paid them $400 or went over a month without a phone. They had no regard for my safety or finances. I finally broke down and purchased a new phone. I spent 3 hours after receiving the new phone today chatting with their representatives to get my phone to work. The phone will not link to their service plan. They refuse to give me a refund on this $850 phone and claim it going to take a minimum of 24 hours to fix their problem. They wont even guarantee they can fix the problem and they still wont take the new phone back and give me a refund. Now I am stuck on their service with a phone with a bad battery and a brand new phone that is locked but cant get service on. They screwed me out of being able to afford another phone on a different service. Now I am stuck using a crappy phone and crappy service and still have to pay for a brand new phone.

  Business Response

  Date: 01/15/2023

  Response attached

  Customer Answer

  Date: 01/15/2023

   
  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, if the company actually follows through as promised.  I would also like to note that although I do have service and my phone is working, it is subpar at this time. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/10/2023

  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 ordered new service with Visible. Have a few complaints!The service where I live doesn't work here unless I am on wi-fi, I do not always get my calls or messages and the service is terrible. The phone itself I am being charged over $500 for on a payment plan.I called the company right away and told them I needed to return the phone and they said it was too late and if I cancelled the service, that I would have to pay the FULL price of the phone immediately. I felt so stuck. Also, it said I was going to get a gift card after three months of service, so I felt I would use that toward the high cost of the phone. Called today and was told the gift card was only if you ported over my number?I feel they are a huge scam and take advantage of elderly as myself. I want them to take back the phone with NO CHARGE or give me the gift card they promised.Prefer them to cancel the phone cost, take the phone and get rid of the service that only works on wifi. if electricity goes off, I have no service. I hope you can help me with this.

  Business Response

  Date: 01/18/2023

  Response Attached

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:

  I do not see here the response given to you!  But I did speak with someone and they gave me help with my situation, did give me a gift card as requested and I will look into getting a signal booster for inside the home. 

  
  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:01/10/2023

  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 previously filed complaint about Visible wireless not responding to requests for cancellation and return labeling due to lack of being able to activate service. They ultimately responded and confirmed cancellation and provided me with return labeling for the device I purchased. I returned the new iphone 14 and have confirmation via *** tracking that it was returned to Visible. I was notified by Affirm however that the loan was still funded and required payment and if I didnt pay then this could affect my credit. I re-engaged with Visible customer support this week who did confirm that they received an Iphone 14 but have not been responsive as to why Affirm has'n't cancelled the loan. The Iphone was new when purchased and was never able to be activated on the number I requested hence prompting the return. Visible did confirm in my previous BBB complaint that they cancelled my service as requested. Now I have not heard back regarding their receipt of the phone. My credit is at stake until they clarify this and return funds to Affirm which financed the purchase.

  Business Response

  Date: 01/15/2023

  Response attached

• Initial Complaint

  Date:01/10/2023

  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.

  I did not activate an account with Visible Wireless, however, they began to port my number from my current carrier, Cricket Wireless, anyway. They had NO authorization. Now my phone service is not fully functional, and my texts do not come through t from Anyone on the **************************** network. I spent three hours at a Cricket store to day and everything is fine with my account on their end. Visible ONLY Has a chat option, and will not resolve the problem. In addition, to I can point to be HUNDREDS of customers with the same issue on many forums, be all unresolved. I feel this is a class action lawsuit.

  Business Response

  Date: 01/18/2023

  Response Attached

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18646459
  
  I am rejecting this response because: I have already gone through the issue with the Cricket port team and there is nothing wrong. The only thing that changed, ONLY THING, is Visible started a port of my number WITHOUT my consent, then cancelled the port. This is OBVIOUSLY what has caused the issues I'm having, especially since ONLY my contacts with ******* -based services (*******, Visible, Spectrum) are affected.

  Please look at networking issues and resolve ASAP.
  
  Sincerely,
  
  ***************************