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:10/11/2023

  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.

  I am a customer of ********************. I have an Apple Watch that I am unable to connect to their network after a number of weeks of dealing with their customer **********************. It feels like Groundhog Day. I've spent many hours on this issue. My watch did previously work on their network. The watch shows "no service "no sim" after a every attempt to troubleshoot the issue. Every time I contact customer ********************** I have to start the **************** again. They're of no help. I am fed up and have no way to escalate the issue within the company to give me the service I am pay for right now.

  Business Response

  Date: 10/18/2023

  Response attached

• Initial Complaint

  Date:10/11/2023

  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 am writing to request your assistance in resolving a dispute with the Visible company, which charged me $25 for a mobile service plan that was advertised as a "premium network experience". However, the service I received was far from premium. In fact, it was so slow and unreliable that I could not access even the simplest websites. I had to miss several work meetings due to the agonizing slow data speed. I believe this is a case of false advertising and breach of contract by the Visible company, a clear case of bait and switch! I tried to cancel my service and request a refund within a week of signing up, but I encountered many obstacles and frustrations. First, to be able to reach someone to talk to about a complaint, one must have an active subscription; once you cancel the service, its extremely difficult to reach anyone. Second, I had to deal with a bot that was not helpful at all and did not address my issue. Third, I finally managed to chat with a human representative, after about a good 30 minutes, who was sympathetic but powerless to help me. He told me that he could not process a refund because "I am only a representative and the system won't allow me to do that". So even though I was initially assured that I will get a refund in case of dissatisfaction, I was denied of that. I am very disappointed and dissatisfied with the Visible company and its service. I feel that I have been cheated and mistreated by them. I am asking BBB, as my trusted organization, to advocate for my rights and interests as a consumer. I hope you will take this matter seriously and help me get my money back from this fraudulent company.Thank you for your attention and support.

  Business Response

  Date: 10/12/2023

  Response attached

• Initial Complaint

  Date:10/10/2023

  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 purchased an iPhone 13 from visible. They sent the wrong color and would not let me exchange it. I then asked to return it. I sent the phone back using their prepaid label. Tracking indicates it was delivered back to them on September 19. They are claiming they did not receive it and are not allowing the refund to go through as stated.

  Business Response

  Date: 10/19/2023

  Response attached

• Initial Complaint

  Date:10/10/2023

  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 switched cell carriers and did a phone swap. They sent me a defective phone. They only have chat. I chatted with several different people without any resolution. They claimed to have to investigate and needed 3-5 days. 5 days later they stated they needed 3-5 more days. After 5 more days they turn around and tell me it's been longer than 14 and I can't exchange the phone. And now won't correct the situation.

  Business Response

  Date: 10/31/2023

  Response attached

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20711122
  
  I am rejecting this response because: I spoke with over 6 different agents. They told me they needed 3-5 days to investigate.5 days later they said they needed 3-5 more days. Then 5 days later told me they couldn't find anything and it was to late to exchange the phone. This was done purposely, just so they would not not have to correct the issue.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/01/2023

  Based upon the email address in this complaint the last communication with a chat agent regarding this active account was August 14, 2023. If there is another account please provide the correct email address or account number.

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20711122
  
  I am rejecting this response because: Visible told a lie at first stating that they were unable to find any communication between myself and visible. Now today they say they found one. These people are crooks, and should not be able to get away with s******* people over. I sent them my phone. And they sent me a defective phone. There are other people on the visible site complaining about bad phones as well.  I want a different phone or my money back. Or do I have to get Lawyers involved?
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/02/2023

  As mentioned in my response the email attached to this complaint, the last communication with Visible was in August and was not regarding the issue in this complaint. If there is another account, please provide the correct email address as our search is not based on the telephone numbers listed in the complaint. Without the proper information, we are unable to further investigate.

  Customer Answer

  Date: 11/02/2023

  The email associated with the account is *****************

• Initial Complaint

  Date:10/10/2023

  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 purchased an iPhone 15 pro from visible wireless. I asked for the order to be cancelled, they refused. I was told the package was being rerouted back to the warehouse and I wouldn't receive it. That was a lie. I had to go pick up the package from ****** I was provided a *** return label. The following day I opened the box, took photos of the device, taped it back in the original box and returned it to *** with the label from visible. It was delivered on 9/29/2023. Visible is now claiming that *** switched the iPhone 15 pro that was in the box with another iPhone 15 pro. They're demanding I file a claim with *** and the police department when they received an iPhone 15 pro. They will not provide information such as the storage GB amount, IMEI (since they are now claiming it's different because they believe *** switched the phone with the exact same product), or color. Immediately following the run around I received from them saying they were contacting their "backend" I decided I had enough of this horrible company. I have been a customer for years and nothing is very good, but it hadn't been bad enough for me to leave. I'm not sure why they believe *** took the iPhone 15 pro out of the box and replaced it with the exact same product. They are now insistent that I not only file a *** claim for the product that was delivered (with proof of delivery), but want me to go to the police station to file a report. The amount of time wasted with customer ********************** as well as the distress of visible trying to steal money from a customer with these claims is disgusting. I don't even have words to truly express how vile the way this company runs and treats its customers is. My case number is included in the email attached from visible.

  Business Response

  Date: 10/12/2023

  Response attached

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20717554
  
  I am rejecting this response because:

  The evening of 10/10/2023 when this visible representative says the device was returned and accepted, visible was telling me they didnt have the device and I had to file a police report for the case to be closed and everything to be processed. I never received an email or any response saying they did have the device, and they instead insisted on having me file a police report for a device they knew they had in their possession. Yesterday I received an email stating that because I didnt provide them with the information I had emailed them the day before they were closing the case. When I contacted customer ********************** asking why they were closing the case when they had just had me file a police report they said they had the correct device and it was returned. No one could answer to why they didnt contact me when they knew they had the right device and insisted on a police report. When I tried downloading the transcript from the conversation saying I had to file the report for the wrong IMEI being returned the download transcript button was dead. Please get your service from a different carrier, the antics visible tries to pull is not worth the cost of service.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/19/2023

  As advised the device was received and processed in the Visible warehouse on October 10, 2023. The agent was advised to file a police report prior to October 10th before the device was processed in the warehouse. As with any device that is returned and not received or processed Visible will request customers to file a police report. However, ***** never went through the process of filing the police report and the device loan was cancelled once the device was received and processed. BBB please close this case as this issue is resolved and ***** is no longer a Visible customer.

• Initial Complaint

  Date:10/07/2023

  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.

  Signed up for Visible service because they claim it's "on the ******* network." Lie. Checked the coverage map and it showed solid 4G LTE coverage in ********, **. Actual ******* works OK here. After signing up, it became apparent they provide no service here. No 4G, no 3G. Nothing. Multiple attempts to reach out to customer ********************** and request a refund were ignored. They stole my $25 with zero interest in providing me the service they promised. Pretty crazy because I'm only asking for my $25 back, but FYI thieves don't give money back.Also don't know my account# because they locked me out claiming it was for security purposes. I need to get aa code based on a number that is no longer active...

  Business Response

  Date: 10/10/2023

  Response attached

• Initial Complaint

  Date:10/06/2023

  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.

  My complaint is the same as last person stated on 9/27/2023.."Visible shut down my line at 9:01pm before giving me the ability to upgrade to their new network. I contacted customer ********************** and showed them the email that stated until I had until midnight and they refused to help me. They said I have to leave and port my number to a new provider. I am in the air foce and in HI and I need my phone for service and this is a huge inconvenience. I want them to open my line back up and let me continue paying. I have been paying for 2 years without issue."My case:They shut me down at 4:05am on 10/3.I too have email stating Payment/upgrade to be completed by end of day...Customer ********************** gave same runaround...I've been a loyal paying customer for over 3yrs without major incident till this forced upgrade...Chose plus plan for best service...Required new phone for upgrade...Nightmare ensued:1st order (********) for phone(9/17), by the 20th no show. .3hrs of chat and callback found it canceled due to tech issue...No email stating cancelation...order just disappeared from history.Supervisor said due to overselling, so check back later in week for stock to arrive...Checked every day...Sat(9/23) in-stock.Immediately completed another upgrade order (********)...Phone arrived by 27th.Had zero free time to complete transition payment till early AM 10/3.(Arranged alternate transportation that morning to make it so.)Phone went down before transition could be completed.Like the airmen, I also need my phone for Service and a monumental inconvenience...All I ask is same: open line back up for upgrade and let me continue paying as well.Thanks in advance for Your help along with valuable time. God Bless and Stay Safe, V

  Business Response

  Date: 10/11/2023

  Response attached

• Initial Complaint

  Date:10/06/2023

  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.

  There was a ************** speaker bonus when I shifted to visible. It has been nearly 1 year, and they haven't mailed me the signup bonus. I talked to the agents 5 times or so, spending several hours. Every time, they promised to send me an email later for delivery information. Every time, the promised email never arrived. I'm frustrated. One time, they did send me an email, saying the tracking details would come soon (attached). It didn't, after one and a half months.The negotiation is a waste of time. If I ask for the speaker again, it will not arrive, again. I ask for a credit for my account ***********) equivalent to the value of the bonus!

  Business Response

  Date: 10/11/2023

  Response attached

  Customer Answer

  Date: 10/12/2023

   
  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:10/04/2023

  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 to visible cell phone about 3 weeks ago they charged my account ***** before fully implemented they could not get the new service to work so I asked them to cancel and refund my money to date no refund

  Business Response

  Date: 10/24/2023

  Response attached

  Customer Answer

  Date: 10/24/2023

  Close case settlement ok

  Customer Answer

  Date: 10/24/2023

   
  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:10/03/2023

  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.

  This company charged me for two iPhones. I returned one and never received one. They refunded me for the one and have been charging me through Affirm for the other. ****** says they need to file a refund claim so I can get my money back ($300+) from them but they keep taking me in circles. They dont have good customer ********************** and its only through chat. They said theyd email me refund details in 2 hours and that was 2 weeks ago.

  Business Response

  Date: 10/05/2023

  Response attached

  Customer Answer

  Date: 10/11/2023

  This case isnt resolved. I am being charged even today 10/11/23 for a phone o do not possess through Affirm. Affirm gave me the order number for the phone they are charging me for 8012G000006Z05KQAS. The email that was previously used was **************** but I dont have access to that email anymore so the representative at visible told me to change it so I did to my current email *************************** Until I spoke with the visible team, it showed that my iPhone was still being shipped and then when I spoke to them that disappeared from the app. I have the receipts from affirm showing they are charging me for visible and I do not have a phone from them. I will link one above. 

  Business Response

  Date: 10/11/2023

  After further review with the account# that was listed this loan is now cancelled. Please see the above attachment