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:03/07/2023

  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 bought an iphone 14 pro with total price of $1207.53 on Nov 21, 2022, since I saw their advertisement getting $250 gift card, and a pair of Beats Buds with some additional requirements . I fulfilled all the requirements, but not receive the promo. So I contact their support and was told my previous carrier is not eligible for this promo. Interestingly, this is not the first time I contact their support.1 The first time is when I bought this iphone, I called to confirm that the promo is indeed added to my account. (support not mention anything about not eligible)2 the second time was in 2023 Feb, support said "So you would get it after 3 service payments". At that time, it was the 2nd time I paid monthly fee. And support not mentioning anything about that my previous carrier not qualitied. So I still don't know that even if I paid 3rd time, I still won't get promo. (I have screen shot this chat history, please see attachment). 3 I called today for the 3rd time, and was told I am not qualified for any promo because my previous carrier is not eligible. I feel like being scammed! If I am not qualified since the beginning, just let me know. Instead, in the first 2 calls, I was informed everything is fine and I will get those promos. Before today, I had no idea that I won't get promo, and they misleading you to believe you are still good. I am happy about their wireless service but unhappy about these little tricks. I met their requirements and after 3 months they tell me you're not qualified since the beginning, this is not a way to value your customer.

  Business Response

  Date: 03/14/2023

  Response attached

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19554076
  
  I am rejecting this response because: Support has response that the reason I haven't got the promo is because I haven't finish 3 payment at that time. And i will get promo at the the payment requirement is met. Support did not mention that I am not qualify because of my previous carrier. However, even after I met payment requirement, I am still not receiving the promo as your support has promised. 

  
  Sincerely,
  
  Hao ****

  Business Response

  Date: 03/21/2023

  As mentioned by the executive team in the original complaint, no promotional offer will be provided as the requirements for the gift card were not met. The member did not port in from an eligible carrier. 

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19554076
  
  I am rejecting this response because:
  
  Sincerely,
  
  Hao ****

• Initial Complaint

  Date:03/07/2023

  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 a S22 phone from Visible on Nov 25th, 2022, for $877.20 paid in full. I was supposed to get a $250 virtual gift card and $65 for trading in my phone when I switched to them from **** and made 3 months of payments. I received the $65 however I have not received the gift card. I waited an additional month just in case there was any lag in their system and still no gift card. I contacted the Agent 3/7/23 and they said we sent your case to the specialist promo department in order for them to review the case since the promo doesn't show on your account. It was a long wait because I got logged off waiting on a response from an earlier representative. I was very prompt with my payments and trade-ins, but this is not how you treat a customer that has been following the company rules. I spoke to an agent before purchasing the phone and they said the trade-in would be quick and I would receive the $65 once they received it and that was fast and good. The agent said the gift card takes some time and would arrive after my 3rd payment. This is why I switched to Visible. I was going to switch another phone over to them but with this fiasco I am not sure if I will make the switch. My Account: ************

  Business Response

  Date: 03/13/2023

  Response attached

• Initial Complaint

  Date:03/07/2023

  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 switched to Visible 11/10/22. At the time they offered a $250 virtual **** gift card if you purchased a new phone & paid for and completed 3 full months of service. I contacted Visible on 2/12/23 (through the app chat) concerning the promotion which I qualified for. On 2/12 I received an email with a redemption code. I followed the instructions in the email for redemption. On 2/13 I received a tracking number and email stating my order was being processed and I would receive the gift card within ***** hours. This has not happened yet. I continue to reach out to them on my days off from work because chatting with them is a long drawn out process. The chat on the app continues to shut down and cut my chat off. I switched to ******** Messenger to converse with them since there is no way to reach a person through a customer ********************** number.I have had a minimum of 8 chats and 15 emails where they promise they are working on a resolution and I should hear something in ***** hours. Within the ***** hours I receive an email from someties the same individual and sometimes another representative always claiming the same ***** resolution. This is exhausting. I just want what was promised to me and I would not recommend Visible to anyone. They continue to offer the same promotion for others to switch. Their rate is unbeatable, wireless service is great but absolutely no customer ********************** at all.

  Business Response

  Date: 03/15/2023

  Response Attached

• Initial Complaint

  Date:03/07/2023

  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.

  My wife bought me a ******** Edge 2021 phone from Visible Wireless with the $45 Visible+ plan. According to Visible this plan comes with 5G and 5G Ultra Wideband services. After I activated the service I noticed that my phone wasn't getting the promised 5G service so I contacted customer ********************** to have this issue fix. They made me go through problem solving steps to fix the problem and nothing work. It has been three days since I started contacting them and all they tell me is that they will fix the problem which they never do. I called ******** to make sure the phone was capable of receiving 5G network which they confirmed it is. ******** gave me the explanation that there was nothing wrong with the phone. So I don't know what to do to fix this problem. The internet is super slow and Visible Wireless seems not care when I'm paying for the service. Please help me.

  Business Response

  Date: 03/14/2023

  Response attached

• Initial Complaint

  Date:03/06/2023

  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.

  Visible Wirelessoriginally ordered cell phone + services few years ago: no problems; they became Visible by ******* WirelessBig Problems: 1-2 bars for service all the time/phone only good for ************ calls (slow internet inside bldg); about 8/22 to 9/22, see TV ad, $30/month BASIC SERVICE ($40 for like premium)Ive been paying $40/month for Basic, but they didnt Change my amount to $30; I tried chat for CSR, but it didnt work on app in 10/22; Thksgiving time I chat/get CSRit takes 45 minutes waiting time, just to Start chat 1st timeI mentioned low coverage + $30/month Basic plan changethey say that They cant change it, I have to change it: on the app, I CANNOT change my plan to $30; I wait almost 1 HOUR to begin another chat2nd CSR says same thingsI say it doesnt work/NO CHOICE on app AND Online for me to change my plan to $30; I told 2nd CSR that I want to get phone call (its a supposed provided option for customers)he says it will be like 45 minutes to get actual phone call from phone call CSR (separate CSRs supposedly); I wait, wait, waitNO CALL; wait AGAIN (long time) for chat #3tell CSR #3 that Ive been waiting for call, but No ****** says hes speaking w/phone call supervisor to CONFIRM phone call in 2 HOURS!! ALL LIES!!! I dont get this 2 Hours Wait phone call until 1 WEEK LATER!, while Im working so I missed the 2 phone callsI call back, NO ANSWER!! Resolution: Visible had NO INTEREST in helping me: I want $30 REFUND for the (3) $10/Month Overpayments I paid for BASIC wireless that was Nationally Advertised for $30/Month (Overpaid 9/22, 10/22, 11/22)its FALSE ADVERTISING because they dont allow me to have Them adjust my plan on Their end, PLUS, they dont allow me to Change My Plan on MY END!!! FALSE ADVERTISING: they say customer can talk to agent but, they Dont Call Back in timely manner!!! Reference #s for my cases: 04398147; 04402948 LIARS + FALSE ADVERTISINGI DESERVE $30 REFUND PLEASE!!! (I left Visible)

  Business Response

  Date: 03/13/2023

  Response attached

  Customer Answer

  Date: 03/14/2023

  
  Complaint: 19543642
  
  I am rejecting this response because:  there was NO notice EVER from Visible regarding Visible and Visible+ plans (I checked all my Visible emails from Before August 2022 and after)I learned of it from TV advertising; if you (Visible) considers waiting almost 11 hours of my Thanksgiving holiday weekend to try and resolve my technical phone issues (with NO LUCK!) and waiting ONE WEEK!!! to get an Actual phone call from Visible as great customer ********************** to resolve the plan change issue, then you guys are NUTS! 
  After trying almost like 10 times! to change my plan on ONLINE WEBSITE to the $30 Visible (regular plan), with NO LUCK! because I COULD NOT CHANGE IT!, but you guys dont have the option to change it on YOUR end either, thats NOT great customer ********************** either! Which is why I left Visible! 
  Im only asking for the $10/month x 3 months I Overpaid because You Guys set it up that I COULD NOT Change my plan AT ALL!!! 
  Yes!, continue to lie and cheat your customerssee how far that kind of customer ********************** goes towards making your customers happy (after waiting 1 hour to Finally get connected to a chat person & he tells me that Im gonna receive a telephone call back in (2) hours, only that was a LIE & I get a phone call back a WEEK LATER???!  Give me a break! 
  
  
  Sincerely,
  
  **********************;

• Initial Complaint

  Date:03/05/2023

  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.

  Filed for a visible PORT OUT on March 1st (before my billing date). Visible messed with the internal system (SPID) and every time I ask them they tell me the issue will be resolved in 24 hours and here I am after 4 days.It is extremely frustrating that this company has no transparency and lie to the teeth about my number and I am currently without my number / phone since the other company is still unable to get the number.Every time I get on the chat, I get a lame scripted reply - Your issue will be resolved in a couple of hours, followed by an email stating, that the issue will be resolved in 24 hours -> Rinse and ******************* owned by ******* should be out of business if they cannot fix their system in promised timeframe.

  Business Response

  Date: 03/13/2023

  Response Attached

• Initial Complaint

  Date:03/05/2023

  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.

  Visible has been a pain ever since Ive had them but I keep the service because its cheap. Recently, theyve literally created an issue out of thin air. I received a email say the following.Subject: Boom, your rate is $25/mo again.Body Enjoy some unexpected good news.As a valued member, youll pay $25/mo from now on.Theres nothing more you need to do.We appreciate you.I thought thats cool! Then my bill comes and I didnt see the credit so I reached out to support and their response is that Im not eligible for the promo. So why did Visible email me that? So now Im going back and forth with support about something that I did not ask for, they emailed me. I want to root for the company but their customer ********************** is terrible and this is a complete joke. They havent even told me why I got the email then. They need to honor what they randomly offered me.

  Business Response

  Date: 03/10/2023

  Response attached

• Initial Complaint

  Date:03/04/2023

  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.

  I purchased service which worked fine for the first month. After paying for the second month my service quit working. It said the esim was not working. After chatting with the online agent the first day they assured me it would be fixed. I reset my phone multiple times and scanned the ** code they sent me several times. I did the same procedure for the next 6 days and still no fix. After the 7th day I decided to cancel my service and switch to another carrier. I went to switch to another carrier and after 4 hours of being in the ******* store my ******* salesperson was told by the Visible rep they would not release my phone as it had not been 60 days and suddenly ended the chat. I then went back to Visible to ask them to release my phone and they could not get the phone fixed again and refused to release my phone. Now I paid for my service for Visible I cannot use I also cannot use the ******* service I prepaid.

  Business Response

  Date: 03/14/2023

  Response attached

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19540480
  
  I am rejecting this response because: I have attempted to download the esim numerous times and they still cannot fix it. They refuse to unlock my phone and cannot fix the phone for the service I have paid for.  i have been without a phone for approximately 3 weeks and this has been more than an inconvenience. I have paid for a service from visible I cannot use, a new phone I cannot use and prepaid service through ******* that I cannot use due to them refusing to unlock my phone.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/27/2023

  The member account is terminated at the request of the customer on March 17, 2023 and on ******************** end the device is currently unlocked.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19540480
  
  I am rejecting this response because: We terminated the contract due to Visible refusing to fix the problem with the eSim. They also promised to refund the month of service I paid for and did not have service. As of today I have not received the month of credit I requested and was promised.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/13/2023

  As mentioned in the initial complaint, the member terminated the service with Visible before the issue was resolved. A refund in the amount of $30.00 was issued to the card on file on April 13, 2023.

  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:03/04/2023

  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.

  After Visible was unable to provide cellular service, I requested and received credentials to port out my cell number ********** to another service. This was Monday 2/27/2023. Before I was able to do this, my number was changed without my consent or permission. Visible has since provided no assistance in recovering my number. I have filed two service cases. Neither has been acted upon. Multiple financial accounts, my access at work, and many other accounts depend on that number for two factor authentication. Most are difficult to change and many are impossible without existing access. It is essential my number is returned to me. My Visible account number is ************ and my stolen number **********.

  Business Response

  Date: 03/10/2023

  Response attached

• Initial Complaint

  Date:03/04/2023

  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.

  Back in December of 2022, I attempted to change my billing and service address for my account. I was informed by Visible that my address wasn't valid. I find this particularly interesting seeing out the Unite States Postal Service, **** FED-EX and Amazon have no trouble finding my address and delivering my mail and packages. Fast forward to the current issue at hand, my phone died and I am needing to get it replaced. However, the address on my account isn't correct. I haven't lived at the address since 2019. I can't update the address through their site because it still claims my address is invalid and now that the phone is broken, I cannot receive texts to validate the address change request. I attempted to talk to their online support who informed me they couldn't fix it and that my case would need to be transferred to another department that doesn't do chat or phone support. I was informed that I would need to wait several hours for an email to validate my identity and then they would look into my case. The email came in very late and I didn't see it. Attempting to validate the account resulted in a failed attempt as the link had expired. I've tried to reach out to them via social media as they recommended in their email but they are not responding. They are holding my phone number and account hostage with refusing to address my issues. This is absolutely absurd and something needs to be done. Their parent company is ******* and it's doing no good to contact anyone at their company. I would like a refund for services since December of 2022 as they have refused to update my billing and service address. Further, I need them to release my number so I can port it to a provider who actually provides customer **********************.

  Business Response

  Date: 03/10/2023

  Response attached