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:06/02/2023

  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 couldnt pay my cellphone bill using the system, so my service was suspended. Before it was suspended I reached out to them to report this is the fourth month of going through this issue. Well I didnt have service for 24 plus hours! I was told lies all day when everything would be fixed. They they overcharged me a extra $5 and dont want to give me my money back. I was also promised a credit for the time that I didnt have service and for the inconvenience. As you will see my bill is $25 not $30. They gave me a credit for the next month bil, but I didnt ask for the extra money taking out my account and it needs to be refunded asap along with my credit for no service and inconvenience

  Business Response

  Date: 06/09/2023

  Response attached

  Customer Answer

  Date: 06/22/2023

  Visible gave false information in response to my complaint! I was only refunded $30 because of another glitch that happened that terminated my service. They refunded me my money so I wouldnt be charged twice. Literally afterwards they took $25 out of my account. The credit was for not having service for 48 hours, not for not having service and not being able to pay my bill on **** first. I have too much evidence for them to be lying. I didnt have service the second time for 48 hours as you see to a glitch that happened **** 6th at 1 am, Cade number 05472251

  I was also told that I couldnt get a credit for it because I already received a credit for the second time not service. They said because they cant allow me to have free service! Mind you me not having service for over 30 hours both times wasnt my fault. 
  We are in a different time zone so this is the credit for not having service on the 6th as you see, not for **** first, so they didnt resolve anything for **** first 

  Business Response

  Date: 06/29/2023

  As mentioned in the initial complaint and shown in the attached document this member was issued a refund in the amount $30.00 and two additional credits in the amount of $15.00. Visible has thoroughly investigated the issue and no further action or refund will be provided.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20133979
  
  I am rejecting this response because: the $30 refund was so I wouldnt be charged twice. A few minutes later $25 was taken out because they already owed me $5. I was only giving a credit for the second time I didnt have service for 48 hours. Can yall please stop lying when I have so many screenshots of proof. I was not giving a credit for the first time of not having service for 36 hours. This company is ridiculous seriously. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/01/2023

  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.

  Dear BBB Complaint Department,I am writing to file a formal complaint against Visible, a telecommunications service provider, regarding their failure to port in my phone number and their overall lack of professionalism and customer *************************** the past three days, I have encountered numerous difficulties with Visible's porting process. Despite their repeated assurances that my number would be successfully ported, they have been unable to fulfill this promise. As a result, I have experienced significant inconvenience and disruption to my communication services.Throughout this entire ordeal, the communication between Visible and myself has been one-sided, bureaucratic, and unhelpful. They have provided minimal updates, offered little assistance, and failed to provide effective solutions to resolve the porting issues. Their communication has been condescending and lacking in professionalism, adding to my frustration and dissatisfaction.Visible's incompetence and lack of professionalism have left me deeply disappointed and inconvenienced. As a paying customer, I expected a higher standard of ********************** and accountability. It is evident that their processes and customer support are severely lacking, which has adversely impacted my experience and eroded my trust in their services.I kindly request that the BBB thoroughly investigates this complaint and takes appropriate action to address Visible's failures. I urge the BBB to ensure that Visible promptly addresses the porting issues and improves their customer ********************** practices. It is crucial that Visible is held accountable for the inconvenience and frustration they have caused.Thank you for your attention to this matter. I trust that the BBB will conduct a thorough investigation and take the necessary steps to address this complaint. I look forward to a resolution that restores my faith in the telecommunications industry and promotes better consumer experiences.

  Business Response

  Date: 06/09/2023

  Response attached

• Initial Complaint

  Date:05/30/2023

  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.

  Visilbe servcie has been hounding me to upgrade my phone service. I sent them a letter to their D&B Corporate listed address at ************************************. The letter came back NOT Deliverable. I told them to send me the e-***************** so I could upgrade but also told them that they were coercing me and disrupting my service. They had promises better service in the past but the service only got worse. They don't respond on their AI chat, They have no contact information. And they publish a bogus address. They are forcing the upgrade and I believe changing the pricing to their advantage. Clearly the *** needs to be contacted. They send messages to which you can't respond. Always pushing for their upgrade which doesn't look like any upgrade to me. Everyday they coerce, Sending veiled threats about disruption of service unless I agree to upgrade. Last week we have three outages. They are harassing me. The point is they can't upgrade the service without the ******* I don't have the e-*****************. They have to send it. There is no way they will not disrupt my service. There is no customer ********************** to assist in anything. No email, no messages, and they publish a bogus street address. I sent them a letter about 8 months ago complaining about the bandwidth and upload and download speeds. That was to the **** address. But they never responded. They never respond to anything. I want to know who their registered agent is. This is fraud. The bandwidth down and up speeds is not close to their published claims. They do this and don't respond to any complaints. Fraud is the ***** card of contract law and negates the idea of Arbitration. This outfit is gaming everyone including Dun&Bradstreet.

  Business Response

  Date: 05/31/2023

  Response attached

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20122333
  
  I am rejecting this response See Attached PDF redacted file
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/08/2023

  As mentioned in the original complaint this member will need to follow-up with the Visible chat team as that is the procedure. He can log in to the Visible app or the website to chat.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20122333
  
  I am rejecting this response because: this is not a human response. There is no chat team. This is merely a computer chat that attempts to force you to buy the upgrade then has to send you the upgrade chip BEFORE YOU CAN UPGRADE. Further the UPGRADE is not a network UPGRADE. This VISIBLE service rides on the ******* network. This is merely an e-**** upgrade which provides no benefit at all to the consumer.

  Further since I last rejected this ridiculous bogus resolution of robot chat, I have received four more threatening messages and email and one interruption of a phone call with an alarm advertisement, that was completely unauthorized.  Further they have interrupted my hotspot service repeatedly forcing me to reboot my phone. This is harassment. Then they send a message which says..."This is a service termination warning." 

  This company will not have any human interaction until I get the name and address of their chief legal counsel or registered Agent. The BBB is doing a great job but all that this is unearthing is Visible's unwillingness to cooperate. Due to the nature of this service, I have venue in the ****************. 

  Notice Visible never answered my complaint letters sent to visible and copied to the BBB. This so-called offer to upgrade window closes at the end of August. Yet they are pushing their threats without answering a single question about the bogus upgrade which they claim is faster, and more reliable. That's nonsense. Visible rides on ******** Visible has nothing whatsoever to do with the visible network. Notice also visible did not provide a single Telephone number where a human party could be reached in this matter. 

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

  Business Response

  Date: 06/15/2023

  While I'm indeed an actual person responding to your complaint as mentioned, there was no chat communication regarding this issue with Visible chat agents. The member will need to reach out to the chat agent as an attempt to resolve the issue as the last communication from this member was on June 29, 2021 regarding his party pay account.
  
  
  
  
  

• Initial Complaint

  Date:05/28/2023

  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 3 phones from visible.com, activated all 3 in july / aug of 2022. Minimal issues with the phones and service. I decided to switch providers on 5/27, when changing the first phone, i had an issue with the new sim card. After 5 escalated issue e-mails with visible there continued response is the phone is unlocked its fine now go away. Well the *** settings are blocked, the new sim says Network locked, etc and it is unusable in the LOCKED phone. So essentially they scammed me out of $150 x3 . The only way to use this phone is to move it back to visible service, no other company can use this locked phone. I spent hours in chats and face book messenger only to be told oh we'll send it on to our escalations **** and you'll get an answer. Well i get an e-mail saying its unlocked and fine.... well its not! and then you have to start the whole CHAT session over again because they don't use phones, just chat and e-mail... completely incompetent customer ********************** and techs!

  Business Response

  Date: 06/01/2023

  Response attached

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20114807
  
  I am rejecting this response because: i never received any calls or emails from them as they stated. Ive decided to toss the phone and bad mouth them on every service available.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/27/2023

  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.

  They advertise unlimited talk text data and hotspot but 2/3 of the time there is no service at all. I am paying 25/month for no service, and this is causing me a lot of distress and issues. I feel like I am being taken advantage of because I was looking for inexpensive service and I am being given little to no service most of the month.

  Business Response

  Date: 05/30/2023

  Response attached

• Initial Complaint

  Date:05/26/2023

  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.

  I attempted to become a new customer with ********************. I set up an account, entered all my information, provided my credit card #, and placed my order. They never processed my order. I chatted with their agents. They had me re-enter my order over 20 times over a three day period. They never processed my order. I called my bank and **** as I was concerned about credit card fraud. They told me Visible was processing false transactions (multiple processing attempts, attempting to process transactions in dollar values different from my order, etc.) **** blocked Visible for fraudulent transactions. Visible never processed my order, I never received my new phone or phone service, yet they processed multiple false financial transactions against my **** card. By the time I called my bank and ****, they had already placed a fraud alert against Visible for attempting to process false transactions. I want my account and credit card to be deleted completely from Visible's computer systems including any back up and disaster recovery computer systems. This company is a complete fraud. I Googled them and there are thousands of complaints about fraudulent and illegal activities by Visible against their customers. There are thousands of reviews with an average of 1 star out of a 5 star rating - the lowest possible customer rating.

  Business Response

  Date: 05/26/2023

  Response attaached

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20108415
  
  I am rejecting this response because:

  Visible made multiple fraudulent charges to my credit card.  My bank and **** both confirmed the fraudulent charges by Visible.  Furthermore, the agents at Visible engaged in repeated willful misconduct and repeatedly communicated false statements.  Visible never fulfilled the order and is in illegal possession of my personal information and credit card number.
  

  
  
  

  Business Response

  Date: 05/31/2023

  As mentioned the member made several attempts prior to contacting Visible to purchase the devices. At no time did Visible fraudulently charge the members card. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  
  

  Customer Answer

  Date: 06/06/2023

  Visible collected my personal information and credit card information.  They attempted to make several false charges to my credit card as verified by both my bank and Visa.  They never processed my order, never provided me with service,and never shipped me my equipment.  Their bad actions went on for 3 days.  **************** with hundreds of complaints posted on ****** and other social media sites documenting and evidencing their corporate misconduct.

• Initial Complaint

  Date:05/26/2023

  Type:Delivery 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.

  After trying for 2 wks to order svc, kept getting cards were invalid. Order new cards from my bank and still had the same issue when I try to purchase the services. When I check with my bank they said visible was always submitting zero for a charge. I finally had the order go through on the 19th in which they took out twice the amounts for my debit card and my credit card. Visible was denying it the whole time that I have never made a purchase even though I saw on the screen it said complete. I hear is the proof in the pudding the charge went through and why have they refunded it to this day I don't know I still don't have a phone and I told him several times they need to update their freaking system because it's not good. I would like to get the freaking phone after a freaking month of dealing with these people they said I could swap my phone for a free phone. That's what came up on the screen but when I check out it's a different thing again. Wish they would hold up to what they advertise and I wouldn't have to go over and over and over again to inquire if my phone is compatible for there service or to swap in. Like I said they swore the charge never went through I guess one system doesn't communicate with the other visible with the billing department but they end up returning both of the amounts for what reason I don't have a clue: this is been a month of hell!

  Business Response

  Date: 05/31/2023

  Response attached

  Customer Answer

  Date: 06/07/2023

  Just to update; this is now a week gone by, 7 agents later & I still have not been able to get the phone activated! It tells me due to call restrictions the number cannot receive calls at this time. Doesnt **** what number I dial. I told them they need to update their lousy equipment. Glitch? When I logged on it said I have a phone in my cart, do I want to complete me order. Then it later asks do you want to return the phone? This can really frazzle ur nerves. Put the sim in, battery also and have yet to have service!!!
  *****************************;

  Business Response

  Date: 06/15/2023

  A call was placed to the member on June 14, 2023, in an attempt to activate the device. It was concluded with the member that once she has access to Wi-Fi she would give me a call to walk through the steps of activating the device.
  
  
  

  Customer Answer

  Date: 06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will attemp to get it connected after 3 wks of receiving the phone. Hopefully for the ****** a reasonable compensation can be reached..
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 06/28/2023

  Dont know what is taking sooo long. Just went to ******** the other day and now they say they ported out my number to someone else! After all these yrs, its taken this firm over 3 wks to even get me a connection. Sad.
  I guess its a sign....
  A. Castillanes

  Business Response

  Date: 07/10/2023

  This complaint is regarding ****** not receiving her device. The device was sent and received by the member just about a month ago. However, Visible has been in communication with the member regarding an issue outside of the complaint. There has been a delay in resolving her issue as the member responded back after hours or on my scheduled days off, as well as the member's device being disconnected and her only means of communication was via email. Visible's policy is that the members reach out to the chat agent to resolve their issues before the Executive Team assist. Given that this is a new issue, ****** should log into her Visible account and update her payment method. Once the payment method is updated, the member should then attempt to activate the device. If she should encounter any further issues, ****** will need to communicate with the chat agent. BBB please close this case as the members issue has been resolved and the device was received. 
  
  

• Initial Complaint

  Date:05/21/2023

  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.

  This company over the last two days started randomly trying to take money out of my account. Luckily I have my card and account locked. They need to quit trying to take money out, in the last 3 days they have attempted 9 times. I have no account with them.

  Business Response

  Date: 05/25/2023

  Response attached

  Customer Answer

  Date: 05/26/2023

  I signed for service on may 5th on another card. They are trying to pull from a completely different card which is where my concern comes in. And payment is not due until June 5th: Im not sure why she or whomever is not being honest. Why would they try to pull a payment out 3 weeks before its due from an entirely different card which they should have no access to? 

  Business Response

  Date: 05/31/2023

  As mentioned in the rejection this member has an account with ******************** which in the original complaint it was mentioned that he didn't have an account. If there are other charges outside of the the monthly service fee  ******* will need to contact his financial institution. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  

  Customer Answer

  Date: 06/05/2023

  Once again, they did not get that card information from my account. It is a completely different card and account they are trying to get money for. Whomever is sending this from visible has obtained my bank card info some other way. The account I have was started in may and with another card an account info. They need to quit trying to take out of that account. The account I have is not due until June 7th. 

  Business Response

  Date: 06/09/2023

  As mentioned if there are incorrect charges on the your account follow-up with your financial institution. Your payment for the month has posted to your account as well. ******************** has thoroughly investigated the issue and no further action will be provided.
  
  

• Initial Complaint

  Date:05/17/2023

  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 switched to Visible last week on Thursday. (May 11, 2023) I have continuous coverage issues while remaining in my home in the middle of a major city. I've reached out to Visible (multiple chat transcripts available, often on the same day) and done all troubleshooting available with Visible in order to get their service to work. The cellular service continues to not work. My device runs through appearing to have 5G and down to SOS in a matter of seconds. I can occasionally make an outgoing call, but it almost immediately drops the call. After my latest attempt to use Visible customer ********************** to troubleshoot the issue, I stopped being able to send/receive text messages unless connected to wifi. In addition to attempting resolution with Visible, I contacted my phone manufacturer (Apple) for support: they ran diagnostics on my phone to ensure there was no device issue. (There is no device issue.)

  Business Response

  Date: 05/24/2023

  Response attached

  Customer Answer

  Date: 05/25/2023

   
  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:05/16/2023

  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.

  While trying to order cell service from Visible, I purchased an IPhone 13 Pro for $1399 (March 8th, Order#********). It was financed w/Affirm. Because Visible was unable to port over my current cell number, they asked me to return the phone they shipped & order a second phone - which I did (March 10, Order #********). Whatever technical problems they were having caused them to ask me to return phone number2 and get a third phone. At this point, I told them this didn't bode well for customer ********************** in the future, and I cancelled the entire deal. I never even activated the service. Using the *** labels they provided, I returned both phones (1Z114R8Y9095274561, and 1Z114R8Y9096377289). However, after more than 9 weeks, they have not "processed" the return of the phones. Today, the chat representative states that the returned phones were received and processed, but he will not document so in an email. They "higher **** have denied my request to cancel the loans, even though they say they have the phones back. The finance company, Affirm, sends me emails/texts or calls me almost daily, requesting payment because there are two open loans for $1400+ each -- still outstanding. You cannot call Visible, only chat. Each time you start a chat, you start over again with someone you have to explain the whole situation to, only to be told they are escalating the problem. Today it was escalated to the "higher-**** and I have been on chat for 2 hrs. with no resolution.

  Business Response

  Date: 05/22/2023

  Response attached