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:05/04/2023

  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 started service with Visible Wireless in Janurary 2023 after market research to find a low cost cell phone provider and a good price on a new iPhone. Visible was offering a $250 promotional gift card with the purchase of an Apple iPhone ********************************************************************************************************************************************** Without the gift card offering I would have not chosen to purchase the iPhone 14 pro *** and switch cell phone providers. After 3 months of service visible was to provide me with a $250 gift card. I received a $50 gift code via email to redeem and the code said already redeemed. I contacted visible immediately via ******** messenger and told them this and that I didnt receive the right gift code amount. After weeks of back and forth and even contacting black hawk who was responsible for providing their promotional gift cards, I received an email with $250 gift card for Amazon in which upon trying to redeem I received a message that it was already redeemed. I contacted visible again via ******** messenger. They told me to contact Amazon in which I did and they told me that the gift code had been redeemed to an account that wasnt mine, had an available balance of $4x.** and was redeemed by someone not at my address. On 5/4 visible sent me an email saying that I redeemed the Amazon gift code on 3/28. I did not of that and havent received a gift code I could claim. In summary, I have contacted visible at least 50+ times, I contacted Amazon via email and phone 5+ times, I contacted Blackhawk 4+ times. Two of the times I contacted Blackhawk they told me the information they have on file doesnt match the name, email, and home address I provide, which indicates that either visible or Blackhawk has mixed up my information. My account information on file with visible is correct.

  Business Response

  Date: 05/08/2023

  Response attached

• Initial Complaint

  Date:05/03/2023

  Type:Delivery 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.

  They forced me to get a new phone to stay with their service, and twice I ordered a phone but the order wasn't shipped and they cancelled it after several days in the first instance and after several weeks the second time.

  Business Response

  Date: 05/08/2023

  Response attached

  Customer Answer

  Date: 05/08/2023

   
  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:05/03/2023

  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 from Visible on 2/10/2023 and activated the phone on 2/15/2023 per the instructions included with the new device. Given that ******************** has a written policy to unlock phones 60 days after activation, I reached out to them on 5/1/2023 to inquire as to why my phone was not unlocked. Having made no changes to the phone, service, or SIM card, and having been using it for over 60 days on an account in good standing, I was expecting the phone to be unlocked automatically per their policy.Customer ********************** informed me that their system shoed that the phone was activated on 4/25/2023, a day when no changes were made to the account, phone, **********************, or anything else on the customer side and told me the device was ineligible to be unlocked until 6/24/2023, well past their 60 day policy. They were unable to provide a triggering event for the 4/25/2023 date for the "proper activation" as they call it, despite me having no activity in any way pertaining to activation of the device and they refuse to investigate further or honor their written policy based on the actual date the device was placed in service on their network and "successfully" activated based on the output of their phone application for activation.

  Business Response

  Date: 05/08/2023

  Response attached

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20011629
  
  I am rejecting this response because:

  The device shipment was received and the device was activated and in use starting on 2/25/2023 through the Visible app on the new device.  I received a successful activation message in the app and was able to make and receive calls on the new device for over 60 days before the date you're giving.  The previous device has been powered off since February and not in use on any account.

  No changes were made to the device, **********************, or SIM card on 4/25/2023 as suggested, which makes the date particularly odd.  The information you've presented is entirely inaccurate.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/11/2023

  As mentioned in the initial complaint, after further investigation, the system shows that the device was activated and use began on April 25, 2023. This member has also filed an FCC complaint and was advised that the device will unlock after the requirements are met on or around June 24, 2023.

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20011629
  
  I am rejecting this response because the information is false.  Device was active long before 4/25.  Where is that date coming from?
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/01/2023

  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.

  Visible required an update or upgrade to be made to a new network. Once I performed the upgrade per instruction from agents of the company, it rendered my phone inoperable. It was then determined that my phone was not compatible with the new network. This was never mentioned as a possibility and since made it so I do not have an operable phone and it can not be reactivated. Their only solution is to purchases a new phone. The feel that it is not their responsibility to correct the error that was made by their company. I have chat logs where they state that the problem was caused by their company and representatives, but they are not willing to fix the problem, and they insult me by offering a ***** credit.I would ask that they replace my phone with a comparable phone so that I may continue to utilize the service I am paying for.

  Business Response

  Date: 05/08/2023

  Response attached

• Initial Complaint

  Date:05/01/2023

  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 have been a happy Visible Wireless customer for the past 20+ months. I received an email that said that I HAD to purchase a new phone in order to keep my wireless service and that I would receive a $100 Amazon Gift Card credit after 3 months of paid service using the new phone. When I spoke in length (via chat) with their customer ********************** representative about why I couldn't swap my phone and if I would receive the Gift Card if I purchased the refurbished 2020 iPhone SE, I was reassured that the answer was yes.Yet, when I checked out, there was no option to enter the promo code, and when I contacted customer ********************** again, they said that the promo was not valid for the phone that I purchased. I believe that this is a scam and would like others to be aware as well as to receive the promo that was not made clear either on the email, their website, nor by their representative.

  Business Response

  Date: 05/03/2023

  Response attached

  Customer Answer

  Date: 05/13/2023

   
  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,
  
  *******************

  Customer Answer

  Date: 07/27/2023

  Hello,
  
  Unfortunately the company that I filed the complaint about (Visible) did not follow through with their end of the agreement.
  
  A representative called me after the claim was filed with the agreement that she would follow up with me by today to make sure that the offers they promised were given.
  
  I have not heard back from the representative, and when contacted customer **********************, I was given the run-around, an invalid promo code, and an invalid link for the other promotional offer.
  
  Your help would be greatly appreciated.
  
  *******************
  Case ID ********
  

  
  

  Business Response

  Date: 08/08/2023

  As advised to the member in the email that was sent on August 8, 2023 with the promotional code the member prolonged receiving the code as she chatted in with a chat agent on July 28, 2023 and before promotional code was provided to the member she disconnected the chat. 

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 19991516
  
  I am rejecting this response because:

  When I called Visible on July 26th, the customer ********************** representative only knew to give me the same invalid 8 digit code that ******** had emailed me on May 3rd.  When you go to the site to redeem the offer, it requires a 10 digit code.  I received a working code from ******** on August 9th after my re-file with BBB, 2 weeks after she was supposed to call me to ensure I received the promotional offer and 3 weeks after I had "earned" the promotional offer due to it being 3 months since my purchase.

  I disconnected chat because after ****************************************************************************** the run-around.  I had experienced 2 prior chats that lasted 40 minutes+ each, with the same run-around and no resolution.  I was fed up.  Not to mention the phone that I purchased to "earn" the promotional offer, completely stopped working after less than 2 weeks.  Since it was refurbished and I did not purchase insurance, there was nothing I could do.  I have not filed a claim about this.

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

  Business Response

  Date: 08/16/2023

  BBB please close this case. As mentioned in the initial complaint the matter was resolved and the below email communication was received/provided after responding to the initial complaint

   

  
  ******************* Aug 8, 2023, 5:37?PM (8 days ago)
  
  ********,
  
  
  Our agreement was that I would receive the promotional offer by the 20th of July and you would follow up to make sure that happened.  Neither happened and the customer ********************** representative's solution was to give me the non-working redemption code that you had generated prior.  I was not going to spend more than the 25 minutes on chat to once again go nowhere.  I have spent more than 2.5 hours of my precious time getting the run-around from Visible.  
  
  
  To me, the responsible thing to do is to keep commitments or refer them them to a colleague for management if going on vacation.  

   

  I'm sorry *************** and as I stated in the previous email and the BBB response when communicating with the agent the correct thing to do was not disconnect as I did not read in the chat where she offered you the same code she advised that the code had expired. However, the code was emailed to you. If there is anything further please reach out to the chat agent. Have a great day!
  
  ******** M
  Executive Relations Team

   

  Thank you ********.  After having time to process our communication, I could have been kinder to you in my earlier response.
  
  
  I do hope that you had a nice vacation and thank you for settling this matter promptly upon your return.
  
  *****

• Initial Complaint

  Date:05/01/2023

  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 signed for Visible wireless services for a promo of $15 a month for a year, in the middle of the process the representative told me that the original promotion is for people who bring a line from another company, I told him that I am not bringing number, I need new phone number so in this case I do not want your services, he said let me check with my supervisor after awhile he said it's is going to be OK you will get the promotional rate and you will receive an email if not you can cancel it .without penalty within 15 days. After a week I received an email that will receive the promotion. (#********)Each time I contacted them about the overcharge they were saying that they would credit me back. I told them multiple times to disconnect my phone number if I didn't get the promotion, but they were not doing it today again I asked them to give me an email so I can forward all the emails they sent me.They are cheating customers. You can NOT speak to anyone You can NOT Email anyone Only chatting and it will disconnect multiple times. I uploaded the email they sent And their first bill. Once I uploaded my credit card they started overcharging me. Hours waisted. I don't know what to do.

  Business Response

  Date: 05/04/2023

  Response attached

• Initial Complaint

  Date:04/30/2023

  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.

  I signed up with Visible by ******* for cell service on 4/23/23, paid them $170.60 for an iphone se(2020) and have not received my order. (which was supposedly to be shipped via overnight ****** The only contact has been the day of the order with confirmation emails. They have zero customer **********************, only "chat bots". I cannot reach anyone re: my acct#************, order#********. This is now the 8th day. The ************ is automated saying to text ***** for help and a message kicks back saying, sorry this service is not available. Thank you for any assistance regarding this matter.

  Business Response

  Date: 05/03/2023

  Response attached

• Initial Complaint

  Date:04/29/2023

  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 signed up for Visible+ plan on 4/19/2023 and tried to port my number over from *************** However, it took a week and it didnt work. During the time, I contacted their support multiple times and they kept telling me to wait for 24 hours. One time they told me that my old carrier didnt release the number and didnt respond to their request to do so. So I called my carrier and they said there was no record of them requesting a port-out. I contacted Visible again, and they admitted that they canceled the port-in and had some undisclosed issues in my account to resolve. They just kept dragging along and would not do anything.

  Business Response

  Date: 05/02/2023

  Response attached

  Customer Answer

  Date: 05/02/2023

   
  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:04/27/2023

  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.

  Prior to 4/25/2023 at noon local time, service was on par with any other service provider and better than most. However, since that time, my phone has had nothing with issues as they have done a system update. My phone is no longer recognized by their system and they are unable to solve the problem. I am going on a third day without service and still no solutions, nor a credit to my account for *********************** paid for and not received.

  Business Response

  Date: 05/03/2023

  Response attached 

• Initial Complaint

  Date:04/27/2023

  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.

  I was forced to upgrade my service with Visible. Visible sent a SIM card via ***** overnight, to me. When I followed the procedure to activate the new SIM card, I lost all cell service. This was discovered 4/23/2023. I have been in contact with Visible chat support at least a dozen times. They are forcing me to do the same troubleshooting steps I have done the previous contacts. These steps are not fixing the problem. I have been begging for advanced support, but I am not getting it. The only way to work with this company is via chat. They are holding me prisoner because they refuse to take the next steps to resolving the issue their company created with this forced upgrade/SIM card. Meanwhile, they took another payment out of my account, for a ********************** that does not work - and does not fix issues that they have created. I have a phone that I purchased from this company so I could be confident that there would be no compatibility issues. Visible created this problem, and they refuse to help to solve it. I want my money back for the phone and service for this month. I do not want to stay with this horrible company any longer! They abuse their customers!

  Business Response

  Date: 05/02/2023

  Response attached