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:04/05/2023

  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 got a $200 promo code for Choose Your Own Gift Card from an offer. I gave it to my friend to use with rebate tracking **********. But his redemption is marked as denied.I request Visible to issue the $200 gift card.

  Business Response

  Date: 04/06/2023

  Response attached

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19621609
  
  I am rejecting this response because I cant find the attachment on BBB's website. Please send a copy to my email as well.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 04/18/2023

  Response attached

• Initial Complaint

  Date:04/05/2023

  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.

  Sent out phone and SIM. Failed to let me know previous account must be active to keep your number or that phone would be locked for 60 days.Was texting with Visible chat for 7 hours trying to activate my phone with a new number. They finally disconnected me and I am unable to get to their site with any of my devices. I get an error message. I am unable to contact them to activate my device. They collected my payment for service that was supposed to have a $10 monthly discount applied permanently but they did not apply it and there is no way to contact them to establish the correct amount.

  Business Response

  Date: 04/11/2023

  Response attached

• Initial Complaint

  Date:04/05/2023

  Type:Billing 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 the device back in October 2022 and returned it november 10 for ****** I had cancelled my service with this company due to refunding me my money I would call and email and use there mobile chat and got no where. The service is okay for price but the customer ********************** is horrible. My bank cleared denied the charge because they have to issue a refund

  Business Response

  Date: 05/01/2023

  Response attached

• Initial Complaint

  Date:04/05/2023

  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.

  On March 30, 2023 I upgraded from the basic plan to the Visible+ plan. I my phone while on duty in law enforcement and decided I wanted to upgrade. After upgrading plans and sending Visible payment through Venmo I was instructed to restart my phone in order to avoid service disruption. I immediately restarted my phone. Upon restarting the phone all of my cellular service stopped working. I could not receive text messages, make phone calls, or receive data. At approximately 11PM I got online via a separate device in order to talk to chat support, who stated it would take a few hours for them to process my order. They said they would escalate my case, and gave me this case number ********. After waiting a few hours, the service still did not work, so I got back online to speak with chat support. Chat support then extended the window of time it would take to process my order to 24 hours. It has been approximately 18 hours since I upgraded my plan and lost all service, and I still have no service. I tried deleting my eSIM and to redownload it through a support agent, who said they were unable to download it. Therefore I now do not have an eSim active on my phone. This is ridiculous to me because I already had service and was just wanting to upgrade my service. Instead my service broke and I have been left in a limbo where Im getting no service. This has impacted my duties in law enforcement and my personal ability to stay in touch with important contacts. I have no idea if/when my service will be restored. The number associated with my visible account is ************. This number is not receiving text messages, phone calls, or data. The visible app asks me to activate my service, but when I go through the process it says my order is processing. This is a digital order for a simple upgrade. A simple upgrade has caused me to not have a functioning phone. No one in support has given me a solution or solid answer.

  Business Response

  Date: 05/26/2023

  RE: Cote *********#:19881597

   

  Dear BBB:

  Thank you for referring the complaint of Cote ********* to Visible for review. We appreciate this matter being brought to our attention.

   

  Cote ********* filed a BBB complaint on April 5 2023, regarding losing service after upgrading his plan. This complaint was initially sent to the incorrect BBB address and Visible wasnt made aware of the complaint until 5/25/2023 after it was closed due to no response. After further investigation, the member experienced service issues due to a system glitch causing the plan to be stuck in the system. The issue is now resolved and due to the inconvenience, a credit was applied to the account in the amount of $10.00 on May 26, 2023.

   

  Visible consider the matter resolved and we apologize for any inconvenience that Cote ********* experienced as a result of this matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.

  Sincerely,

  *****************************

  Executive Relations Team

  Business Response

  Date: 05/26/2023

  Response attached

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new phone through Visible. It arrived 3/21 and would not upgrade or activate. The error said my brand new phone that I bought from visible was locked and I should contact my previous provider. Ive been a visible customer since 2020. Ive been chatting with them ever since. This is the only way to get help as they do not have a phone number for customer **********************. Everyone says the same thing and promises to fix it. 4 days ago all of a sudden my old phone (still had the service on it) LOST THE SERVICE. No way to contact anyone. I followed directions on my email to finally activate my new phone and it said my phone number is untransferable. So I have no phone service, that I need to do my job. This has become a horrible nightmare and you cant email them back! You have to take another 2.5 hours to chat w someone and get the same answers. No one has called me on my husbands phone number as I have request 3 times now. No one has fixed anything and now I have no cell phone service! Just finished chatting with a supervisor that said they would give me a credit for the days I was with out service. The bill is 25$ a month thats not even close to the amount of compensation I am looking for. I want my brand new iPhone 14 pro *** to work and to have cell phone service. I also want compensated for my time. *** spent approximately 20 hours over the last almost 2 weeks trying to get this resolved.

  Business Response

  Date: 04/13/2023

  Response attached

• Initial Complaint

  Date:04/05/2023

  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 IPhone Se3 forom visible. Order#******** .Per their original instruction i activated this phone earlier Dec and their customer ********************** confirmed through the web chat that it was activated already. Only after activation I can pay for the phone service. However after I paid for 3 months service fee the phone was not unlocked as per their original agreement and service commitment.. then they started to tell me it was not activated yet and requested for another three months payment to get phone unlocked. I asked them to manually unlock it but they rejected. I worked with them for one month to follow their instructions and it did not work but they keep asking me to repeat the same steps. They rejected manual unlock then suspend my service now. The phone can not be used with other carriers since its locked so no use.... I have to ask for the full refund of this order amount which is usd 379and also pls refund three months service fee which is usd 70. They wasted so much of my money and time for arguments. Pls help me to get all my money back. Thanks a lot

  Business Response

  Date: 04/06/2023

  Response attached

  Business Response

  Date: 04/20/2023

  Response attached

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19898391
  
  I am rejecting this response because:

   

  1.Per their original instruction i activated this phone earlier Dec and their customer ********************** confirmed through the web chat that it was activated already. Only after activation I can pay for the phone service. so the phone was activated and in us per confirmation of the visible agent, which now was denied by visible. on the other hand, they have keep charging be on monthly basis. if they are saying i did not use it, why they keep charging me for 3 months service fee already?

   

  2.the phone was not unlocked as per their original agreement and service commitment.. then they started to tell me it was not activated yet and requested for another three months payment to get phone unlocked. I asked them to manually unlock it but they rejected. I worked with them for one month to follow their instructions and it did not work but they keep asking me to repeat the same steps. They rejected manual unlock which should also be easy for them. The phone can not be used with other carriers since its locked so no use....

  3.I have to ask for the full refund of this order amount which is usd 379and also pls refund three months service fee which is usd 70. They wasted so much of my money and time for arguments, which i did not put into this complaint calcuation. Pls help me to get all my money back. Thanks a lot
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/05/2023

  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 ported my cell number to Visible in 2022, and the service worked great. In March I was urged to switch to their new and improved service, which I did. Big mistake, since then WIFI calling has been unavailable, in fact, there is not even an option to enable it on my phone, a ******** One 5G Ace which was purchased from Visible. I have spent countless hours on their chat support attempting to resolve this issue to no avail, even after having it "escalated" twice. If it were not so frustrating, their responses would be comedic. They keep telling me to tap on WIFI calling, the only problem is, there is no longer an option for that. I even sent them a screenshot at their request, showing that the option is no longer there. This is clearly an issue with Visible, as I can put a different carrier sim in my phone and it works. My wife has the same issue with Visible on her TCL phone, and many other Visible customers are having the same issue. At work, there is no cell coverage, so I cannot use my phone during the day since the so-called upgrade.

  Business Response

  Date: 04/13/2023

  Response attached

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19897956
  
  I am rejecting this response because:

  I appreciate the responses from Visibe, and they are attempting to resolve the issue, however, the problem is not yet resolved.
  Sincerely,
  
  *********************

  Business Response

  Date: 04/18/2023

  Please see the below the response received from the member on April 14, 2023. No further communication was received to advise that the issue wasn't resolved.

   

  ********, thanks for your help.
  Yes, I received the update and it seems everything is working well now. Ill know for sure when I get to our remote office on Monday, but it should.

   

  Customer Answer

  Date: 04/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Finally got WIFI calling working again.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/04/2023

  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.

  Dear Sir/*****,After two long text-message chats (the only support option available), on which I had to spend a total of 1 hour up to now, Visible has declined to honor the promotional pricing a representative offered me.On Jan. 29, in a text-message chat with *****, an employee of Visible I inquired about the $15 monthly pricing for a year. *****, in writing, assured me in writing I would be enrolled in the program. Here is the exchange:"Lixia: Can we be sure it will remain at 15 for 1 year?Visible: I can assure you that!Visible: I created a case stating just that the reference number is 04700367.Visible: If you at any time lose the promotion you can chat back with that reference number and we will be able to add it again."When I saw that my price was silently increased, I was dismayed. To add to my disappointment, the representatives took an extraordinary long time on the chat, only to say that they would not honor the agreement. I think any reasonable person would interpret the Jan. 29 written messages as an amendment to the Service Contract. Thus, I perceive reneging on its terms as a breach of contract. I am hopeful an agreement with Visible will be reached outside of small claims litigation. I have been a happy customer of ******************** until now, and I wish to continue that relationship. Sincerely, *********************

  Business Response

  Date: 04/06/2023

  Response attached

  Business Response

  Date: 04/12/2023

  Response attached

  Customer Answer

  Date: 04/17/2023

   
  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:04/03/2023

  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.

  At the time I signed up for cellular service with Visible they promised a $250 gift card after completing 3 months of service. They did not honor this promotion.

  Business Response

  Date: 04/04/2023

  Response attached

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19878857
  
  I am rejecting this response because:

  The facts stated by the Visible agent are almost all incorrect. See line by line correction of the information provided by agent in attachment.

  Please note that per BBB guidance I have redacted all personal information from the agent's original letter.
  

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

  Business Response

  Date: 04/11/2023

  As mentioned in the initial complaint and after through review of the promotional offers at the time of activation their were no promotional offers. Visible has thoroughly investigated the issue and no further action will be provided.

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19878857
  
  I am rejecting this response because:

  The response from Visible is false. When I registered, I copied the text from their offer to ensure that I had all the necessary details required to claim  the offered reward. Visible has perpetrated a bait and switch. 

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

  Business Response

  Date: 04/20/2023

  As mentioned in the initial complaint the member doesn't qualify for the promotional offer. Please see below where the member stated that the requirements for the promotional offer was taken from the Visible website in February.

   

   12m 35s ) Visible: Which device did you purchase to apply for the gift card?
  ( 13m 13s ) *****: i did not buy a device. I brought my own phone
  ( 14m 18s ) Visible: I'm so sorry to provide you the bad news, *****, but Visible doesn't manage promotion for bring your own phone, just in case that you purchase an eligible phone.
  ( 15m 23s ) *****: i have the information provided on your website when I signed up. it says BYOP is eligible
  ( 15m 46s ) *****: Get a $250 virtual gift card when you switch to Visible. 1 Join Visible and create your account. 2 Transfer your number from an Eligible Carrier within 30 days. 3 Set up your SIM and activate. 4 After completing 3 full months of H313433373534363****7H payments, you will receive an email with a code to redeem your virtual gift card. *Some restrictions apply. See offer details at ********************************************************************************* disclosure: New members who (1) purchase a qualifying device or bring their own, (2) transfer their existing phone number from an Eligible Carrier within 30 days of transaction , (3) activate their Visible service, & (4) complete 3 full months' H313433373534363****7H payments, are eligible to receive up to a $250 virtual gift card, redeemable via a promo code, which is valid for a select offering on ********************************************. Device & promo eligibility is subject to change. Specific gift card values are limited to a devices' displayed gift card value at time of transaction, as found here. This promotion is fulfilled through 3rd party, ********************************* and may be subject to additional policies and terms. Limit 1 virtual gift card per person or household per device. The promo code is itself not a gift card and has no cash value. Promo code and redemption instructions will be emailed to the member after qualification. While supplies last. Limited time offer. Can only be combined with other Visible promos where indicated. Visible reserves the right to change or terminate this offer at any time. If Visible, in its sole discretion, determines that a member has engaged in abuse, misuse, or gaming in connection with this offer, or that the member intends to do so, Visible reserves the right to disqualify the member from this promotion. Gift card vendor list is variable and subject to change. Gift Card redemption promotion code is valid for redemption with 3rd party for 30 days. Valid for up to 12 months; unused funds will forfeit after expiration date. Gift card to be fulfilled digitally; physical cards will not be issued. Gift card vendor-specific terms and conditions may apply; see gift card for additional details.
  ( 16m 6s ) Visible: I'm so sorry, *****. The **** promotions were deleted since May, 2022. :(At this moment, we cannot apply the gift card in your acount.
  ( 16m 38s ) *****: i got the info from your website in february
  ( 17m 23s ) Visible: *****, I know that this is not what you expect, but we cannot apply the promotion

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19878857
  
  I am rejecting this response because:

  Visibles latest response makes my case for me. They do not dispute that when I signed up for service in February their website promised a $250 gift card after 3 months of service. Their responses to my complaint do not justify their decision to renege on their offer. I will probably just take this to small claims court.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/02/2023

  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.

  On 4/1/23 at 10:13 am I requested to have my phone number ported out from Visible Mobile. At 12:01 pm the new carrier, **************** requested the port to their service. It has been 24 hours since I requested the port out pin. Spectrum has contact ******************** a few times trying to complete the port out to them. Visible is not responding to them and not releasing my number to be ported out. I have no phone service now for 24 hours. This involves 2 phones, mine and my husbands.

  Business Response

  Date: 04/04/2023

  Response attached

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19886000
  
  I am rejecting this response because: They stated they have 48 hours to complete the port of my number phone. In those 48 hours I should still have a working phone until the port is complete. I was left with no service for 2 days as soon as they started the port.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/05/2023

  Has been resolved, they released my number but it took 2 days.
  Thank you
  *********************