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:03/11/2023

  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.

  I switched to visible wireless on February 12. I was excited about saving 25/ month. Almost immediately, I started having issues. In the 26 days I had visible, I restarted my phone 1-2 times/ day, I was on visible customer ********************** chat **+ times, and I troubleshot the phone three times. When I contacted today, March 10, I was told I didnt qualify for a refund. I didnt have the service for even an entire month, and wasted several hours with all the troubles. I asked to speak to a manager and was told that a manager would call me back ASAP. That was four hours ago. I work from home, so a reliable phone connection is imperative. The runaround, the lack of concern over time loss, and the hassle this has caused is unacceptable. I get that its $30, but this has been such a terrible experience. I had to pay for a new SIM card with my previous wireless carrier, and I have wasted so much time.

  Business Response

  Date: 03/15/2023

  Response attached

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19582854
  
  I am rejecting this response because:l had 10+ complaints during my 26 days of service. My device went through troubleshooting 3 times. The last time was well before I terminated service. The usage was so high due to the fact that I was constantly dropping calls and service. I had Cricket wireless for eight years before using your service. I only had 5gb service plan. I overused it twice. Your claim is unacceptable. You have access to all my chats within the 26 days. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/10/2023

  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.

  Visible Wireless Is refusing to unlock an iphone 13 that I have paid for in full. They claim that the *** in the device has not been used for the required 60 day period so they will not unlock the device. The phone however has been used for over 3 months (was purchased in November 2022 from Visible) The *** that was installed in the phone is the only *** that has been used, and service on the phone has been continuous since that time until March 9, 2023. The phone per their protocol should have been unlocked automatically. The number used on that device has since been ported to ******* and service with Visible has been canceled. The customer ********************** department has been contacted numerous times and I have been told that their decision is final and the only resolution is to reinstate service and to use the *** for 60 days in order to unlock the device. They claim that the *** has not been used at all.

  Business Response

  Date: 03/15/2023

  Response attahced

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19581481
  
  I am rejecting this response because:
  Visible claims in their response that my phone has been unlocked. This is not true. The phone is not able to be transferred to another carrier because it is still locked. I was told by one customer representative (via phone) that I had met the qualifications to be unlocked (60 days of active service) but I have rejected on my claim twice by Visible. They have said that according to their system the phone has never been used at all.  There has to be someone who can manually override the system and unlock my paid for phone.

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

  Business Response

  Date: 03/23/2023

  As mentioned, your device is unlocked on our end. If the device is still showing locked on the members end he will need to complete a factory reset or reach out to the company where the device was purchased. The system shows when this member signed up for services he did not purchase a device from ********************. 

• Initial Complaint

  Date:03/10/2023

  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 bought Iphone 14 PRO *** from visible. When I bought phone, there were two independent promotions offered for buying phone. =====Promotional Offers Beats Studio Buds Once you've activated Visible service (having transferred your number from another carrier), we'll email your personal redemption code for your Beats Studio Buds.$300 Choose Your Own Gift Card You'll get your $300 Choose Your Own Gift Card on us once youve activated your service and paid your third month. Check your email after making that third payment for instructions.=====When completed eligibility conditions as per requirement, they are refusing to pay me any promotion. As first promotion requires porting number, I did ported number from another carrier. When I asked for promotions, they are saying the carrier is not eligible for promotion. I had chat from Visible where they ****** said that promotions is applicable to me. Even I gave them chat screenshot, they are just apologizing and saying that earlier agent gave wrong information. Second promotion just requires 3 months of service and activation. I completed that requirement too. But they are saying that since you did not complete first one, you will not get this promotion. This is really frustrating and exhausting. I chatted multiple time, gave evidence ,but no use. They are simply apologizing. But not giving me promotion. I am lost here. Not sure what to do. Hence I am filing complaint here. please help.

  Business Response

  Date: 03/15/2023

  Response attached

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19581204
  
  I am rejecting this response because:

  Multiple response from visible confirmed that my promotion is valid.  Each promotion is independent. Still visible is creating confusion and trying to deny. Earlier also they send me email that my promotion is not valid. But on checking with customer support, they confirmed that promotion is valid for me and its their system bug. I am attaching screenshot.

  This un ethical and morally corrupt practice that they are following. 
  
  Sincerely,
  
  *********** Dhansare

  Business Response

  Date: 03/27/2023

  As mentioned in the initial response, this member does not qualify for the promotion based upon the previous carrier. As listed on the Visible website and app the eligible carriers are listed and **************** is not an eligible carrier. From an executive standpoint, Visible will not honor the promotion as the requirements were not met. Visible has thoroughly investigated the issue and no further action or refund will be provided.

• Initial Complaint

  Date:03/09/2023

  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 received a text message today saying i needed to upgrade to use their new service. I went to visible.com/upgrade as directed, and was shown a list of compatible phones. i selected the moto G, and when i clicked on "pay today". i received a message "there is a problem with your account, contact us", tried the chat it suggested, which was automated chatbot, completely useless. tried ******** as they also suggested, no response.I would like to buy the moto pure g as the website shows is for sale for $130, i also tried buying another phone, and received the same error message.how do you expect me to upgrade phones when you wont allow me to buy one you have on your site, and furthermore, refuse to respond to issues with your contact methods shown?

  Business Response

  Date: 03/14/2023

  Response attached

  Customer Answer

  Date: 03/14/2023

   
  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.

   

  Customer support contacted me today, and i explained the bad service i received, and the problems with ordering a new phone. She was very helpful and apologetic, saying they would be looking into why customer support failed this time. I am happy things worked out in the long run.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/09/2023

  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 changed my phone carrier to this company. The service they claim to provide does not work . They are holding my phone and number hostage. I cannot access my account information. They have locked me out of it. None of the instructions from the artificial intelligence work to resolve these issues . You cannot speak to anyone that can troubleshoot. I cannot even pay them in a timely manner since I am not given access to my acct. this will result in issues. I simply want out! Help me please .

  Business Response

  Date: 03/15/2023

  This member will need to follow up with the merchant as the refund was issued to the payment method on file.

  Business Response

  Date: 03/16/2023

  Please disregard the initial response to this complaint as it was sent in error. Please find attach the summary regarding this complaint.

• Initial Complaint

  Date:03/09/2023

  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 signed up for service on 3/4. My number ************ was to be ported over from ********* I have had this number for almost 6 years so I dont want to lose my number. My nightmare begin on that date. First they told me ******** had a block on the number and it couldnt be ported over. After spending hours talking to ******** the number was ported to Visible but its not working. I have been trying since 3/4 to get this resolved. I asked for the port to be canceled so I could just go back to ******** and now they are saying they have released the number but ******** is saying the number has a port block and it cant be won back with this block on it. I need the port block removed and my number released back to ********* I am having a medical procedure done and thats the number that the place has to contact me. I have a medical device that doesnt work right now due to my number not working. I just want my number ************ to be released back to *********

  Business Response

  Date: 03/16/2023

  Response Attached

  Customer Answer

  Date: 03/17/2023

   
  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:03/09/2023

  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 have a wireless plan which is supposed to include unlimited MMS and text (SMS) messages as well as inferior data when compared to the primary ******* network. I pay $30 per month for this contractually agreed service. From 2/28/2023 until 3/2/2023 my MMS and SMS were not functional. On 3/7/2023, I was unable send MMS. Today, 3/9/2023, I am unable to send and potentially receive SMS once again. They instantly fail. Further, during these "issues" as Visible calls them, any SMS or MMS that was sent to you, will NEVER be received and are completely lost. Any critical, important SMS, MMS, are completely gone, forever. This is pervasive and seems to effect a large portion of Visible customers and they do not automatically refund folks for when they are not receiving service they paid for. They also have, the somehow legal, but abohorant to consumers and accountability, "binding arbitration clause." Thus, we cannot take a class action to hold them accountable for this. I am writing in the hopes that the BBB reads this and notices is is pervasive to many customers and takes action as opposed to simply forwarding messages between parties. Please step in. I would of course like a refund for when I was not receiving services I paid for.

  Business Response

  Date: 03/14/2023

  Response attached

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19560982
  
  I am rejecting this response because: Although I was credited $10, I will never receive the missing texts which is not acceptable. The main issue, is this is a broad issue and Visible needs to refund all customers affected, not only when they ask. I also experienced issues with MMS and SMS on two separate occasions as noted. I have the chat transcripts to support this.

   

  In fairness, this letter was for the BBB, and I asked them not to just forward documents around. Which is what they went ahead and did despite that. Maybe the *** will step in.
  

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

• Initial Complaint

  Date:03/08/2023

  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 adverted a $25/month plan and of your IMEI was compatible you could bring your phone. Last week I tried to sign up and after 6 hours Visible seemed to ne making me pay $40 and have a new phone number. My IMEI was compatible. I had to cancel the order since it was way more expensive than advertised and I wanted my old number. I learned Visible had had IT issues so I tried again tonight. Now they say my IMEI is not compatible so if I want to have their plan I need to buy a new phone from them. It makes no sense that it was compatible last week and now its not and ******* IPhone 12 should be compatible anyway. Its like they are not willing to give me a service theyre advertising or theyre trying to make me spend more than I should to get their service by forcing me to buy a phone when I have one that was fine last week and should still be fine. I would just like their $25/mo service on my current phone, as should be allowed.

  Business Response

  Date: 03/15/2023

  Response Attached

• Initial Complaint

  Date:03/08/2023

  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 signed up for Visible Wireless with the promise of a $150 gift card after 3 months of service which concluded 12/31/2022. It is 3/8/2023 and have still not received the code to redeem my gift card. This is false advertising.

  Business Response

  Date: 03/14/2023

  Response attached

  Customer Answer

  Date: 03/20/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/08/2023

  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.

  VIsible won't unlock my phone after 60-day unlocking policy I purchased an iPhone 13 pro from Visible on 10/30/2022, and has been using their network service since the *** card was received on 11/12/2022.Visibles unlocking policy is: Smartphones that you purchase from Visible will be locked for 60 days after activation. After 60 days, we will automatically remove the lock unless we have determined or suspect that the device was lost, stolen, or purchased fraudulently. Once the 60 day period following device activation expires, your phone will be unlocked.It is quite clear that I meet the requirement for unlocking my phone. However, my phone is still locked to Visible's network. I need to go abroad for a travel and get my phone unlocked immediately before I depart.

  Business Response

  Date: 03/14/2023

  Response attached

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19558815
  
  I am rejecting this response because:

  This is not true.

  First, I purchased iPhone 13 Pro from Visible on October 31, 2022, not October 31, 2023.  Second, I have activated and been using this iPhone 13 Pro since I received the physical Visible SIM card on November 12, 2022.  Third, I never purchased an iPhone 14, and I never use any iPhone 14 with my account on Visible's network. Because it's not a family plan and I am the only user with my ******************** account, I want to know who is using a iPhone 14 under my account!!! 

  Obviously, there must be something wrong with my account information. And this error occurred at Visible side. What Visible should do is to remove the non-existent iPhone 14 from my account and to add my iPhone 13 Pro to my account, instead of continually asking me to use the iPhone 13 for another 60 days. 

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

  Business Response

  Date: 03/21/2023

  As mentioned, this device was not used on the account and will not unlock until the device is used and activated on the account for 60 days.