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:01/10/2023

  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 previously filed complaint about Visible wireless not responding to requests for cancellation and return labeling due to lack of being able to activate service. They ultimately responded and confirmed cancellation and provided me with return labeling for the device I purchased. I returned the new iphone 14 and have confirmation via *** tracking that it was returned to Visible. I was notified by Affirm however that the loan was still funded and required payment and if I didnt pay then this could affect my credit. I re-engaged with Visible customer support this week who did confirm that they received an Iphone 14 but have not been responsive as to why Affirm has'n't cancelled the loan. The Iphone was new when purchased and was never able to be activated on the number I requested hence prompting the return. Visible did confirm in my previous BBB complaint that they cancelled my service as requested. Now I have not heard back regarding their receipt of the phone. My credit is at stake until they clarify this and return funds to Affirm which financed the purchase.

  Business Response

  Date: 01/15/2023

  Response attached

• Initial Complaint

  Date:01/10/2023

  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.

  I did not activate an account with Visible Wireless, however, they began to port my number from my current carrier, Cricket Wireless, anyway. They had NO authorization. Now my phone service is not fully functional, and my texts do not come through t from Anyone on the **************************** network. I spent three hours at a Cricket store to day and everything is fine with my account on their end. Visible ONLY Has a chat option, and will not resolve the problem. In addition, to I can point to be HUNDREDS of customers with the same issue on many forums, be all unresolved. I feel this is a class action lawsuit.

  Business Response

  Date: 01/18/2023

  Response Attached

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18646459
  
  I am rejecting this response because: I have already gone through the issue with the Cricket port team and there is nothing wrong. The only thing that changed, ONLY THING, is Visible started a port of my number WITHOUT my consent, then cancelled the port. This is OBVIOUSLY what has caused the issues I'm having, especially since ONLY my contacts with ******* -based services (*******, Visible, Spectrum) are affected.

  Please look at networking issues and resolve ASAP.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/10/2023

  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 ordered a phone due to misleading ad displayed on their website offering a promotion for a $200 gift card and airbuss with the purchase. It did not say anything about having to be a new customer. I ordered and asked when I could be expecting the items and was then told that I would not be eligible. I then canceled the order due to false advertising. Upon my next live chat I was advised that the promotional items would be sent to me once I made my first three payments. The agent advised me that the order was still in affect and everything was good to go. I get notified by the carrier that visible canceled my order while in the process of shipping. Again I contact the business and the agent tells me it was canceled because it couldnt be delivered. After contacting multiple times I was told it was canceled and that the funds would be back in the account in 3-5 business days. I contacted them against today and the agent says it will take two weeks. I have no phone and this business only operated via live chat. I would like a refund immediately and I would like other customers to be made aware of their business practices. I would like a refund!

  Business Response

  Date: 01/15/2023

  Response attached

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18717328
  
  I am rejecting this response because: the advertisement is false and the company should not be able to use this to lure customers into agreements. In addition there is no way to contact anyone outside of a chat. I have transcripts that I will attach that is proof of a Visible agent confirming the validity of this promotion. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/10/2023

  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 placed an iPhone and ported in a new number. The promotion is 150 gift card and a speaker. I received the phone but the port in did not work for a week. So I contacted the customer ********************** many times. On November 2, 2022, an agent said he would cancel my order, placed a new order and gave me a new number since the port in did not work. And he promised me I would get my gift card and promo would keep the same. However, after I paid my third months, when I was supposed to get my gift card and speaker, visible told me I was eligible because I did not port in. Visible refused to give me any solution. The case number is ******** and November 2 chat is ********

  Business Response

  Date: 01/13/2023

  Response Attached

  Customer Answer

  Date: 01/24/2023

   
  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:01/09/2023

  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 14 Pro *** through the Visible website. I went to activate my phone on 01/04/2023 and did not receive data. Visible is supposed to offer unlimited call, text, and DATA. I am on my 6th day of messaging with Visible representatives and I was told I needed to upgrade my service plan for my new phone to work, but I had to wait till the next pay cycle to upgrade. They are basically saying I need to pay for a service I am not receiving, which is $40. I have told them countless times of my data issues and they will not remedy the issue. So I am without data that they expect me to pay for. Even though they admitted through messaging that it was a service issue, not a phone issue.

  Business Response

  Date: 01/16/2023

  Response Attached

• Initial Complaint

  Date:01/09/2023

  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 Visible phone plans for my children in August 2022. My daughter received a brand new iPhone 13 on 12/25/22. The phone should be e sim compatible and should have transferred simply from the iPhone xr. We have spent countless hours on chats with visible. One person even tried to force us to upgrade and plan and stated this would be the only option to fix the problem. They did call my partner and sent a new physical sim. It did not work. The customer ********************** agent did state he saw a problem on their end. We did everything they said, and then they sent another sim card. The new sim card failed as well. I contacted them thru chat again and requested a call. I was told they couldn't do that even though ****** had called before. I asked for someone from IT to reach out, and I was denied. Finally, he reviewed the profile and said oh, they never called you. January 5th, I was told someone call as soon as possible. To date, the Visible team has not reached out. We should not be expected to resolve this issue over chat after several failed attempts and a promised call. This will be day 16; we have paid for a service that isn't being received. During my last chat, I also asked for the complaints department's email or contact and was denied that information. I appreciate the concept of no brick-and-mortar stores and the convenience of the chat; however, when an issue exceeds standard chat criteria, it should be escalated to resolve the matter quickly and efficiently. I would also like to be reimbursed for the time the phone has not been activated.

  Business Response

  Date: 01/16/2023

  Response attached

• Initial Complaint

  Date:01/09/2023

  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 would like to return the iPhone 14 Pro. Customer ********************** told me that the phone could be returned outside of the return window of 14 days because Visible was unable to port my phone number from ********* Case ********. I have the return label but I want to make sure I will be refunded when I send the phone back in. Please respond as soon as possible.

  Business Response

  Date: 01/12/2023

  Response attached

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18707928
  
  I am rejecting this response because: Visible promised in writing via chat that if the number port was unsuccessful that I would be allowed to return the device outside of the 14 day period. I expect Visible to honor their commitment. The return period should not begin until Visible claims that they were able to perform the port-in. Therefore I am also within the 14 day period if it is counted accurately. The entire situation with Visible has been a complete and utter horrible experience. I would like to go to return the device and go to a new carrier.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/23/2023

  As mentioned, there was no promise allowing the member to return the device as all the chats were reviewed. This member is outside of the return policy and Visible is unable to accept the device as a return. Visible has thoroughly investigated the issue and no further action or refund will be provided.

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18707928
  
  I am rejecting this response because: A return and refund was promised to me. Visible is going against the word of its own customer ********************** agent. I will not close the complaint until Visible honors the extended return due to the issue with the number port.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/07/2023

  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 transfer my number to Visible 2 months ago but forgot to add a ************** Speaker promotion code at checkout. After contacting customer **********************, they said they will add the promotion manually after the third service charge and gave me the case number. However, when I reached back to them, I could not believe they said the promotion was unavailable at the time of my purchase. This is cheating, several of my friends made purchases on the same day and all got the promotion.

  Business Response

  Date: 01/08/2023

  Response attached

• Initial Complaint

  Date:01/06/2023

  Type:Order 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.

  Visible Account #************. The incorrect promo is applied to my account. I signed up and asked for the following promo $200 gift card and Airpods Pro 2. Please provide the correct promo for my sign up.

  Business Response

  Date: 01/07/2023

  Response attached

  Customer Answer

  Date: 01/07/2023

  I would like to return the device. Please authorize the return. I will re-order using the promo code for airpods pro and $200 off.

  Customer Answer

  Date: 01/11/2023

  Please close Complaint ID: ******** against Visible Service, LLC.
  
  *******************************
  

  
  

• Initial Complaint

  Date:01/05/2023

  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 have been without phone service for 4 days. I have reached out numerous time and had a supervisor guarantee I would have service or my phone unlocked by midnight. I have yet to connect with someone and when it does it ends the chat. I have paid for services for the month and have not received that service paid for. This is an unprofessional business and scam.

  Business Response

  Date: 01/10/2023

  Response Attached

  Customer Answer

  Date: 01/10/2023

   
  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,
  
  ***********************************