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:03/14/2023

  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.

  Just after **** Eastern Daylight Time on 3/14/23, my cell phone service stopped working on my iPhone 13. I had requested an upgraded SIM card to upgrade my service earlier in the day. I got home at **** (1 pm) and have been chatting with Visible representatives trying to see if I can still have phone service restored until I get my new SIM. So far I have had zero luck in getting them to restore my cell phone service - I cannot make phone calls nor send/receive text messages since that time. It is now just after **** (5:10 PM) and I still don't have cell phone service. I am beginning to think that when I put in the upgrade order they killed service on my current SIM card. I really didn't want to have to put in another complaint but I had issues with this company before when I upgraded my cell phone in 2021, and it took them forever to pay off the phone I traded in. Now with this service upgrade I'm getting NO cell phone service, and this is important because I use my phone for work and I risk missing out on important phone calls, both work-related and personal. I really need this to be fixed so that others won't get the same issue when upgrading service with the company. Attached is the chatlog of the last couple hours or so with the same agent.

  Business Response

  Date: 03/18/2023

  Response attached

• Initial Complaint

  Date:03/14/2023

  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 Wireless offers loans thru Affirm to pay for cell phones. I've used this in the past.Once you pay 50% of your loan to Affirm, Visible offers you to pay off the remainder of the loan if you buy a new phone.I was notified that I had paid off 50% of my old phone and was offered to upgrade.I ordered a new phone, and when I received it, there was no label to return my old phone.I reached out, and customer ********************** asked me about the condition of my phone and gave me a label to return it. They confirmed my loan would be paid once the phone was received and the condition confirmed.I tracked my return, which had been received, but my loan had not been paid off. Autopay billed me for a month because I did not have my phone.I reached out, and they first said it was an Affirm issue. I reached out to Affirm, and they said everything was as it should be on their end, and it was a Visible issue.Visible then told me I didn't do an upgrade and that they didn't want me to send my old phone back. They wanted my new phone.They told me I needed to return my new phone and redo the upgrade with my old phone. I reminded them they had my old phone and said they would get back to me.They then emailed me saying they did not have my old phone any longer and there was nothing they could do about it.In summation, it feels like Visible tricked me into buying a new phone and took my old phone without giving me anything in return.

  Business Response

  Date: 03/22/2023

  Response Attached

• Initial Complaint

  Date:03/14/2023

  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 ported in from mint mobile march 10, 2023. Since then i can't make and receive phonw calls and text massages working sometimes. It's been 4 days and tried to contact them for help, they told me few times they're working on it. Tried to call old carrier and they said everything ok in their end.

  Business Response

  Date: 03/22/2023

  Response attached

• Initial Complaint

  Date:03/14/2023

  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 am writing to file a complaint against Visible Wireless for false advertising and misleading information regarding their promotional offer.In November 2022, I signed up for Visible Wireless's service, which included a promotion for a free headphone after 3 months of service. I confirmed with their customer ********************** team that I would be eligible for the promotion, and I was excited to receive the free headphone as a reward for my loyalty.However, after 3 months of service, I was informed by Visible Wireless that I was not eligible for the promotion because the carrier I had ported from was not on the list of eligible carriers. This information was not disclosed to me when I signed up for the service, and it was not mentioned by the customer ********************** team when I confirmed my eligibility for the promotion.I am extremely disappointed with the false advertising and misleading information provided by Visible Wireless. I feel that I was lured into signing up for their service under false pretenses, and now I am being denied the reward that was promised to **** would like to request a full refund of the fees I have paid to Visible Wireless thus far, as well as the free headphone that was promised to me as part of the promotion. I believe that Visible Wireless should take responsibility for their false advertising and make it right for their customers.Thank you for your attention to this matter.

  Business Response

  Date: 03/17/2023

  Thank you for referring the complaint by ***************** to Visible for review. We appreciate this matter being brought to our attention. As of today, there are no records listed in the system for this customer for ******************** to further investigate. 

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19593815
  
  I am rejecting this response because:

  I haven't been cantact, and I talked to the ** before file the complaint.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/13/2023

  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 offered a service at $35 a month the one I set up the account they changed it to $45 a month. I've had service with them for 3 years and have been paying $25 a month and they forced me to update my service offering me 35.

  Business Response

  Date: 03/18/2023

  Response attached

• Initial Complaint

  Date:03/13/2023

  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 signed up with Visible in July of 2022. As of last week the phone the provided after i traded mine in would not work. It was wanting to be reset all the time and now will not power on. I contacted Visible today and they said that I needed to contact the manufacturer of the phone (ZTE) I contacted them and they told me that the phone was 2 years old and that the warranty was up since they do not make the parts for the phone anymore. I told Visible this and they said to take it to a shop. I called a shop and they said they you can not get parts for those phones anymore. I told Visible this, they offered to sell me a phone for a 100 dollars which is their cheapest phone. I don't think i should be paying for a phone when the one I got from them was already 2 years old when I got it. The phone was made in 2020, and they sold it to me in July of 2022. No they want me to eat the cost of buying a phone. I have had the same phone number since ****, and they said that if I leave before the time is up I will lose that number. So basically they are holding my number hostage. Is this the kind of business that we need in the current environment we live in? Something has to be done about this look at how many complaints this company has.

  Business Response

  Date: 03/17/2023

  Response attached

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19589727
  
  I am rejecting this response because:
    Visible did NOT offer me a protection plan with my device. I purchase protection plans for almost every device I get. I asked them if there was such a plan and the representative at the time said that the devices are already covered by manufacturer warranties starting from the date the device is purchased by the customer and that there has been zero issues with manufacturers when devices needed service or repaired.  They did not offer me a discount towards another device. They told me they had a device for 100 dollars which is what the full price of that device is. I had no choice but to go to another carrier, and get another device through someone else because Visible refused to correct the issue with the device they sold me, which was already two years old when I received it from Visible. This is the same thing that manufacturer told me, when I called them about the device. The way that the manufacturer said that Visible purchases old devices at discounts knowing that the devices have a limited warranty from the manufacturer, and that most of the devices are almost out of warranty when they are received. This is an issue with Visible's honesty, and integrity in how they conduct business.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/12/2023

  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 switched to the new sim on 3-11-23 and its been a nightmare. Support couldn't care less, won't email be back as promised. I have bo service whatsoever but they were able to take my money just fine. I'm paying for service and not receiving it.. customer support is overseas and completely unhelpful.

  Business Response

  Date: 03/16/2023

  Response attached

• Initial Complaint

  Date:03/11/2023

  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.

  On Feb 14th 2023 I placed an order to upgrade my phone for a total of $364.73. It was next day shipping but tracking shows that it never moved from that status. Upon contacting visible, via chat I was informed that I would need to wait 10 days for them to investigate. I have since had 3 or 4 live chats with the response that it is progress and that they are pushing it through. 03/10 live chat ended with me being told that it was being escalated and it would take a couple of hours for them to push it through and I would get a notification. We are approaching a month since this whole fiasco began and I feel that they are just paying lip service and not doing anything.

  Business Response

  Date: 03/16/2023

  Response attached

  Customer Answer

  Date: 03/18/2023

   
  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:03/11/2023

  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 Jan 26, 2023 I purchased a brand new iPhone 13 from Visible. Upon receiving the device I found that it was defective. I was unable to receive messages and the phone immediately began to overheat. So I reached out to Visible to begin the return process. They told me that I couldn't return the device until my trade in (of my old iPhone 11) was canceled. So they started a claim to get the trade in canceled. I received an email on Jan 28, 2023 that my iPhone 11 trade in was officially canceled. I then reached back to Visible to get a shipping label to return the new defective device. They sent me a shipping label on Jan 30 for the new iPhone 13 return. I shipped the device on Febr 3. To which I received email confirmation when the device was received on Feb 6. Upon receiving Visible sent me an email saying that it was being processed as a trade in instead of as a return. I immediately reached out to the company to inform them of the issue on Feb 6. They told me that they were going to start a claim. They then told me that I received the wrong shipping label as trade ins are sent to a different location than returns and that the phone I returned was sent to Assurant's Warehouse instead of Visible's Warehouse. And that I needed to decline my trade in to receive the phone back so they could send the correct shipping label. But the issue is that it was never a trade in so I couldn't decline it. So they told me I needed to reach out to Assurant and they would help me. So I did just that on February 7, 2023 and they told me that only Visible can access my account and there is nothing that they could do. When I went back and told Visible this (and spoke to a supervisor) they told me that there is nothing they can do and that it was my fault for processing it as a trade in. But as I mentioned, I canceled the trade in on my account. All that to say, now I have a monthly payment on a phone that I don't have and Visible has told me that there is nothing they will do to help.

  Business Response

  Date: 03/22/2023

  Response Attached

• Initial Complaint

  Date:03/11/2023

  Type:Customer Service 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.

  In August of 2022, I signed up for Visible Service with a promotion. The promotion stated that if you signed up for their service opening a new line, ported in a number for a different carrier, and purchased a ****** Pixel 6a, they would send a $200 prepaid gift card to you. It has been SEVEN months and I have reached out countless times over this time via chat and still have no gift card. The last time I chatted with them they told me I had to "contact the proper team" on ******** to which I replied I don't have a ******* account and it makes no sense for me to have to create one just to get this issue resolved. They said there was no one who could help me by any other communications methods--phone call, email, chat, etc. would all result in them doing absolutely nothing for me and that if I wanted to get my gift card, I need to contact them through social media and message them once I was signed into my account. I happened to search online to see if other people were having the issue and saw posts on BBB about many people with the same problem, who seemingly got the issue resolved after contacting BBB. I shared this information with the rep who then said, I would spend just as much time filing a complaint with the BBB than I would creating a ******* account to message them!! While the cellular/phone service with Visible is good, their customer ********************** is absolutely atrocious and I would not recommend them to anyone!!

  Business Response

  Date: 03/16/2023

  Response Attached

  Customer Answer

  Date: 03/27/2023

  Hello,

   

  Sorry for the delay.  Visible contacted me and I am OK saying this issue is now resolved/an acceptable resolution.  Thank you VERY much for the assistance, BBB!  

   

  Regards.