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:04/13/2025

  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.

  Moto G 5G purchased from Visible store has TRACFONE software channel and won't get a 5G signal with Visible. This is absolutely ridiculous.Purchased on November 8th, 2024 from Visible Store. Spent hours on with Visible Support and still no 5G signal.I've never had 5G signal with visible since I bought this new phone. I believe the software difference is provisioning and it's preventing the phone to connect at 5G with Visible Finally if I ask ************ for help they tell me I have to talk to TracFone because that's where I bought it this is c***

  Business Response

  Date: 04/29/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23198976
  
  I am rejecting this response because:
  
  Sincerely,
  

   

  The matter is not yet resolved 
  

   

   

  ***** ******

  Business Response

  Date: 05/08/2025

  Please see our attached response to the received rebuttal.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23198976
  
  I am rejecting this response because:

  So I received the new device and the data is exactly the same as the previous device which is slow. I just don't know what to think. 

  I sure do appreciate my credit on my monthly bill however it's the least they could do. 

  Im speechless we are back at square one!

  Unfortunately this is not resolved. 

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

  Business Response

  Date: 05/23/2025

  Please see our attached response to the received BBB rebuttal.

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23198976
  
  I am rejecting this response because:

   

  To Visible Executive Relations Team,

   

  I am writing in response to your latest communication regarding my complaint (ID: *********. While I appreciate the efforts of your Executive Relations Team (ERT) to address my concerns, I find your proposed resolution regarding the slow data speed and 5G service, as well as the phone issues, unacceptable.

   

  You stated that after receiving the new branded phone, my data speed remained the same or even decreased. Your network team department also informed you that there were no records of issues in my area and that my location has high internet traffic, which causes speeds to vary, as does the 5G service. However, this explanation does not resolve the core issue of inadequate data speeds that I am experiencing.

   

  Furthermore, I must point out that the "new branded phone" you sent me, which was intended to resolve the issue, still shows Tracfone under the software version, not Visible. This is concerning, as my original complaint included the detail that the device I purchased showed Tracfone under the software version. Sending a replacement phone with the same underlying software channel does not instill confidence that the issue has been truly addressed.

   

  Finally, despite your assisting ERT agent educating me that "any android phone purchase in our website is not locked," my phone was indeed locked. This required engaging your unlocking team to assist in unlocking the device. This contradiction further highlights inconsistencies in the information provided and the solutions offered.

   

  The fact that my data speed remains consistently poor, despite receiving a new Visible-branded phone, indicates a persistent problem that needs to be addressed beyond simply attributing it to "high traffic." As a customer, I expect to receive the reliable 5G service that I am paying for. The current situation is disruptive and prevents me from fully utilizing the service.

   

  Therefore, I do not consider this matter resolved. I request a more substantive solution to my ongoing data speed issues, clarification on why the replacement phone still has Tracfone software, and an explanation for why I was sent a locked phone after being told Visible android phones are not locked.

   

  Sincerely,

   

  ***** ******

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

  Business Response

  Date: 06/03/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23198976
  
  I am rejecting this response because:

  Your company didn't fix anything. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I installed WIFI, ******* promised that they will give me a gift card as a reward, after registering for 3 months. However, I have registered ******* Business for over 3 months. But I have never got the email about **** Card that ******* promised me. And I have signed in to my account. I see the My Business Wireline. But I do not see ALERT CENTER as directed in your **** Card Promotion Help directive. I called ******** but they even told me that the **** Card does not exist! It is totally a fraud! At the same time, under the premise of being deceived, I found out that ******* tricked me into signing a contract with a penalty for breach of contract. If I cancel the service, I will have to pay a penalty, but they didn't inform me of this when I was signing up.

  Business Response

  Date: 04/10/2025

  Please redirect to the ******* Consumer Fios team

  Business Response

  Date: 04/20/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:04/10/2025

  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.

  Hello, I am a Visible customer and have been for about two years. I was using a Galaxy S23 Ultra I financed through them using Affirm. The loan ID is 43E5-WV3G. I noticed an ad on my Visible app on March 20, 2025, saying I was eligible for an upgrade, and if I sent in the Galaxy S23 Ultra in good working condition, they would pay off the loan as long as I upgraded and financed a new qualifying phone. So that is what I did on March 27, 2025. Visible received my old phone (in really good condition) and sent me a $320 offer. That offer was not enough to pay off the loan amount, so I tried to decline the offer, get my old phone back, and return my new phone because I cannot afford to be paying for two phones, especially when I do not even have the S23 in my possession anymore. Visible is refusing to send me my old phone back and refusing to pay off the entire loan, so now I am stuck with two phone payments. This is unacceptable.

  Business Response

  Date: 04/20/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 04/20/2025

   
  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:04/08/2025

  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.

  Hi there, I bought and activated an iPhone 13 from Visible by ******* in November 2024. I prepaid for one year's service, but three months passed by, and my iPhone is still SIM locked. Please see the uploaded documents for proof. If you can help remove my iPhone's carrier lock, that will be much appreciated. Below is information about my iPhone 13 Model Number: MLML3LL/A Serial Number: ********** Modern Firmware; ******* MEID: ************** If you need anything else, please let me know.Thanks

  Business Response

  Date: 02/28/2025

  February 28, 2025
  
  Better Business Bureau of **********
  **************************************** Rd. Building A, Suite 202
  **************************
  
  RE:  Complainant: ******* ***
          Complaint Number: 22999596
  
  
  Dear Ms. **** *.:
  
  Thank you for contacting *************** of Executive Relations regarding ******* ***** complaint.  In their complaint, received on February 28, 2025, ******* *** expressed concern about a lock on their device, despite prepaying for one year of Visible service.
  
  Upon further review, weve determined the customers concern should be addressed by our Visible team.  Per BBB guidelines, please forward ******* ***** complaint to the appropriate ******* Team:
  
  Email: ****************************************************************
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  Sincerely,
  ********
  Executive *********************

  Business Response

  Date: 04/20/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:04/04/2025

  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 contacted Visible via chat on there website. No phone number was available to use. The agent declined to assist me after several attempts, my account was canceled out of frustration, I was on an annual plan and still had time remaining. I contacted Visible again and was able to get my plan changed however I am still out the remaining time on my prior plan. I am requesting a credit on my account for the lost time due to an agent's inability to make a simple change that a later agent was able to make.

  Business Response

  Date: 04/20/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 04/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they issued a refund for less then I was asking for. They offered no other input or feedback. While this interaction was poor I did get a partial refund. I expect continuing to peruse this issue will not get me the refund amount I was asking for. I spend over 14 hours attempting to resolve this issue to date.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/03/2025

  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 contacted Visible within 5 minutes of placing an order online and told them I wanted to cancel the order. The chat agent told me it could not cancel it and no one there could cancel it. I then contacted via ******** and was told by a chat agent that a ticket for cancelation would have to be submitted. I later got an email stating the phone had been shipped. I don't want the phone or the service! As I have made very clear via multiple avenues.

  Business Response

  Date: 04/12/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23158043
  
  I am rejecting this response because:

  My package was delivered to them yesterday and I have not received a refund. They said it would be refunded "the moment" it was delivered to them, which was 9am yesterday morning but I have no refund. 
  

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

• Initial Complaint

  Date:04/01/2025

  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 have been a Visible customer since late last year. I have been ***********, 4/1/2025 I opted to upgrade from my current plan (Visible+ Annual) to Visible+ PRO Annual.Both plans included, for free, cellular service for ***** Watch. After changing my plan, their website and app no longer show that I have active Apple Watch Cellular service, even though my watch DOES in fact work.I have spent an hour now going back and forth with their customer ********************** chat and getting nowhere. I have sent screen shots of what I am referring to and it seems the associate either does not understand, or is simply messing around with me to agitate me.Given that my cellular service on my watch still WORKS, but does not indicate this on their website or in their app, is concerning as I'd rather not have to wake up to find my service not working all of a sudden.I just need someone to contact me and confirm if I do have Apple Watch Cellular service active, or if their website is broken.I am attaching screen shots of what I see - there should be a green check **** indicating the service is active under the apple watch section, but for my account it is not. I am attaching a screen shot from my WIFE's account where it DOES show the green check **** (just for a reference point since nobody seems to understand what I am saying about a green check ****).

  Business Response

  Date: 04/12/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:03/31/2025

  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.

  1-30-25 $50 My phone service was disconnected without any reason. I tried to email the business numerous times and kept getting the run around. I wasnt able to speak to anyone at the company they instead contacted me through email. Every response seemed robotic and prompt. With the disconnection and trying to get in contact with the company has become a big inconvenience. My job,school,family and etc has been affected by this situation.

  Business Response

  Date: 02/10/2025

  Hello,

   

  Please see attached.

  Business Response

  Date: 04/06/2025

  Please see our attached response to the received BBB complaint ID ********

• Initial Complaint

  Date:03/30/2025

  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.

  Visible employees failed to resolve the company's issue regarding Wi-Fi Calling while abroad. I was told by several employees that it needed to be activated on their end while in the ** before traveling abroad.. Yet it was already active and I was receiving SMS text messages. Which means it was active. I then eventually got to the ** to have them active wifi calling on their end, and the agent stated that it was already active. So basically I was lied to several times by several agents. It has been made clear Visible is unwilling to resolve the issue and get my wifi calling feature to work. I lost countless hours of time, money, clients etc. Please refer to your chat history. Please refund me all the money I have paid for your service as you have failed to honor our agreement. You are in breach of contract. You did not provide what I paid for. This would constitute fraud.

  Business Response

  Date: 04/09/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/2/2024, I purchased an iPhone 13 with prepaid 12 months of visible service. On February 11th, I'm trying to unlock the iPhone 13. Visible's unlock policy clearly states (*******************************************************************):Any smartphone purchased from Visible will be locked for 60 days from the date the device was activated on the Visible account associated with the purchased device. Once the 60 days are up, your device will be unlocked automatically.The Visible chat agents are telling me the device must have continuous service for 60 days for an unlock. Or the device wasn't fully unlocked since it was active for 60 days. Both statements are incorrect and contradict the published unlock policy.The agent mentioned I need to use the phone with card for additional 40 days to meet the unlocking criteria. I waited another 40 days and submitted another unlock request. The ticket is opened for almost one week with no response. Please honor the policy and quit wasting my time.

  Business Response

  Date: 04/06/2025

  Please see our attached response to the received BBB complaint  ID ********