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:03/04/2023

  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.

  This company has caused me nothing but stress for several months. I am in tears. The company has provided only partial services and incorrectly charged me for each month of service. For the past 2 months, they have charged me, I have paid and then they have suspended my services due to non payment and demanded more money to restart services. I want my phone unlocked because I can't take this anymore. I want a full refund for all money paid to this horrible company. They are impossible to reach and they won't speak to you on the phone to resolve anything.

  Business Response

  Date: 03/10/2023

  Response Attached

• 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.

  I have had visible for over a year and never had an issue until today. I sent in a request via chat to change my number. I was told by the automated chat that it was completed and the only thing I had to do was turn my phone off, turn it back on and make a test call. Once I did this I immediately lost service. The time is 11:01 pm and I barely got off the chat with the supervisor. For 12 hours I went without a phone, chatted with over 6 people trying to troubleshoot my problem which entailed of all of them just telling me to restart my phone. I even tried troubleshooting on my own by resetting the network, creating a new Apple ID and even factory resetting my phone. I started to think my phone might be the problem until I put my daughters SIM card (who has the same phone as I do and also uses visible) SIM card transferred and worked just fine. I put my SIM card in her phone, no service. One of the 6 reps asked me if I had upgraded to their new and improved 5G service as to which I said no. My iPhone XR was reported as incompatible. He resets some things on his end and once again ** told to restart my phone, take the Sim out and put it back in, which I had already tried and told him this. I take it on myself at this point to go ahead and upgrade the service bur then had to buy a phone that was compatible which happen to be the exact same phone I have. My simple number change request ended up costing me over $200 and the supervisor basically told me I just needed to wait for the new phone and my phone was the problem with its service which was not true at all because my daughters SIM card worked fine. This company basically held my service ****** and forced me to upgrade their service and purchase a new phone. I understand if the phone was having issues prior but it was not. I had no problem until they changed the number.

  Business Response

  Date: 03/10/2023

  Response attached

• Initial Complaint

  Date:03/03/2023

  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.

  Date of problem originated 2-26-23 Vissible locked my sim in the cell phone and do not unlock it, and not service numerous phone chats everyday does not fix the issue unable to use the phone This phone was not purchased from vissible and is fully paid.Cell phone number: *********** Account # ************

  Business Response

  Date: 03/09/2023

  Response Attached

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19537037
  
  I am rejecting this response because:

  I reach out to previous phone carriers and they do not have any records of my phone IMEI in their system.

  I have been a customer of Vissible for more than a year.

  Vissible tried several times to install a new eSIM, but kept getting an error in their system.

  
  I decided to pay a third party technology company to unlock the phone and followed their instructions.

  I have restored service in the phone by purchasing a service from another carrier.

  Since i have restored the service myself; i not longer need service from Vissible and the case can be closed.
  
  Sincerely,
  
  ********************************* from 

• Initial Complaint

  Date:03/03/2023

  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 bought a brand new iPhone 14 Pro *** in December 2022 when Visible was running this $250 virtual gift card promotion. I was previously a ******* customer and thought it was a great deal (unlimited data plan for $30) to port my number over to Visbile while taking advantage of this $250 gift card offer when 3 full service payments are made. During the checkout process, I was given the option to trade my old iPhone 7 Plus by mailing it back in. I was refunded the trade in value with no problem. However, when I made the 3rd payment in Feb 28, 2023, I did not receive any email in regards to the redemption of this virtual gift card I am eligible for. Therefore on Mar 1, 2020, I contacted their chat service portal (which by the way took forever to get hold of someone online) and asked about my promotion offer. After the agent kept me on the line for more than 40 minutes, he could not find any record of this promotion offer. I told exactly what I signed up in December for this promotion, but he kept insisting that I wasn't eligible for any offer since there wasn't any promotion to begin with. What a lie this is. I am trying to redeem my promotion offer, but it looks like Visible is running some kind of switch and bait schemes to lure customers like to join their network and when times comes around to honor their promotion, they would invent or mislead customers as the customer would not qualify for these promotions since they never existed, or they would make excuses to void any eligibility by changing their policies. I believe this is a scam and Visible should be ashamed of these practices. Hopefully through BBB complaint I am filing, they would change their business practices honor what they're are selling.

  Business Response

  Date: 03/08/2023

  Response attached

  Customer Answer

  Date: 03/09/2023

   
  Better Business Bureau:
  
  The Visible Wireless response states that I had the option of adding this promotional offer during checkout.  This is not true.  There were no clear directions nor any provisions to add this promotional offer during checkout.  The Visible advertisement stated that a new phone purchase from Visible is eligible for this promotion after 3 payments.  Perhaps they need to update their checkout process so that it is clearly represented what the customer is receiving at the end of the transaction.   

  Through BBB's help, I was able to receive this promotion offer.  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:03/03/2023

  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 is the worst. There's no phone number, only chat options. I send a message but no one answers. So I've decided to port my number out but I still can't get anyone to help me. Plus, I'm locked out of my account, and the reset password option is not working. Please help me. I just want my number ported out, and I have a second number thru visible I would like to port out also if the they haven't closed the account. There's no way to know anything since there's no one to talk to. Thank you. *******************. PS. I'm curious as to how the BBB can contact Visible but customers can not.

  Business Response

  Date: 03/09/2023

  Response Attached

• Initial Complaint

  Date:03/03/2023

  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.

  Purchased a prepaid phone plan on 2/25/23 for $30 and tried to port my current number to them. Account: # ************. When I got up next morning the request to port was cancelled so I contacted customer ********************** and they reentered my port request and within 2 hrs they cancelled my request again. I contact them again that day and they opened a triage ticket ********. The generic email sent to me right after said reply in 24 to ************************************************** 48 hrs later on 2/28 I contacted them again and was reassured that they were currently working on my ticket but by the next day I still got zero response. On 3/1 I got on chat again and they told me they escalated my ticket and should be taken care of shortly. It was not. On 3/2 I contacted them at 10 pm and said that I had to pay my current provider to keep my number and they said that they would have it taken care of by midnight and that didnt happen. I reached out on 3/3 and told them I wanted a refund and they opened a ticket ******** and was told they couldnt refund me since it was past the 24 hr ***** It is not my fault it took them 6 days and they never helped me or even attempted to help me.

  Business Response

  Date: 03/10/2023

  Response Attached

  Customer Answer

  Date: 03/10/2023

   
  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,
  
  *********************

• Initial Complaint

  Date:03/03/2023

  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 ordered a new phone from them and after 4 hours on the chat with their "agents", they were unable to connect cellular service to the phone. I returned it, have proof they received it 3 weeks ago, and the loan was supposed to be cancelled within 14 days of receipt of the return. After going on an hour with their chat today, I find out the loan is still active, they claim they haven't received the item (even though I have the receipt documentation from the shipper) and still have not done anything of value. They are a waste of time, are a joke of a company, and everything takes HOURS to still get nothing accomplished. The loan is for $1000 and they can't seem to cancel it.

  Business Response

  Date: 03/08/2023

  Response attached

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19536018
  
  I am rejecting this response because: they took no cause of action to cancel the loan. I had to dispute with affirm after I had called them last week. They could still cancel it and have taken no steps to do so or out the needs of their customers first. They have been unresponsive, disrespectful and woefully inept to provide a simple service. Even now, they still will not right what they did wrong. Cancel the loan now. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/03/2023

  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.

  Visible had a massive network outage beginning sometime around Monday 2/27. This was not acknowledged by the company until 2/28 and no further updates were provided. In their initial acknowledgment of the issue, they suggested that power cycling would fix the problem. This was a pathetic attempt to divert blame. Customer ********************** lines were understandably packed with customers who were paying for services not received (chat lines, Visible has no customer ********************** phone number). Wait times were hours long. When I finally got through to an agent, they only made the problem worse-- failing to acknowledge that the actual issue was on their end and offering "solutions" to fix the problem that only further messed up phones. I was not able to receive texts on 2/28, but after "help" from agents on 3/1, I lost all network capabilities. On 3/2 after more "help", agents had me delete my eSIM but could not issue a new one, rendering my phone unusable. Eventually they issued a new one (hours later). There has been NO communication about the issues from the company. Quite literally they were putting lives at risk. If I needed help during that time, I could not have gotten it. Furthermore, many people need their phones for two-factor authenticate. Many were not able to do their jobs because of this. For days. I think Visible needs to offer refunds to their customers for this that not only reflect the lost service time but the lost salaries and lost time that we all spent trying to get this resolved. Frankly, it's infuriating to pay for a service and then not have that service and then not have any communication from the company who was solely at fault here (along with ******** who owns Visible). Not to mention the stress and anxiety at not having functioning networks (which was further exacerbated by having incompetent support staff).

  Business Response

  Date: 03/09/2023

  Response attached

  Customer Answer

  Date: 03/09/2023

   
  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:03/03/2023

  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 misled into making a purchase of $403.64 by a false or misleading advertisement that Visible had on its partner website, topcashback.com. On 11/30/2022, I saw an ad on TopCashback that promised $63 cashback for new users who activated Visible's wireless service and purchased new phone. Excited about the offer, I strictly followed the instructions and made the purchase, but I never received the promised cashback. When I contacted ***********, they contacted Visible and then got back to me saying that Visible declined my claim because my purchase went through "another market channel," which I find to be a baseless excuse. I did not use any other channel to reach Visible's website and place the order, and I have no idea what this alleged "another market channel" is.And I have kept my original order email from Visible, which clearly shows no other promotion except for encouraging future payments for three months of Visible cellular services, which is absolutely Visible itselfs own promotion, not any other market channels. And I believe Visible certainly should be able to verify in their system that I did not benefit from any other channel's promotion.This experience has made me question Visible's trustworthiness, and I have since suspended my phone service with them, and decided to file a complaint against Visible. If Visible sees this complaint, I hope them to correct the situation by issuing me the cashback that was promised in the advertisement.

  Business Response

  Date: 03/08/2023

  Response attached

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19533500
  
  I am rejecting this response because:

  This is not my expected outcome. But before arguing for the unfair treatment again, I want to express my gratitude to the staff who took the time to respond. I understand that probably no one likes to see the things I have experienced, and I dont like wasting time on the things if it could smoothly play out in the first place. But I appreciate the effort to address my concerns.

   

  Now, in your reply to BBB, you denied that Visible is aware of any cashback program. This is not true, as a simple search on TopCashback.com will show that Visible does offer cashback promotions and its details on TopCashback website. I have attached a couple of screenshots for your reference, and there are way too many successful reports from users online who have benefited from this program. I would think that you can also check with someone in your marketing department to confirm the details.

   

  And in your reply, you kindly suggested that I contact TopCashback instead of Visible regarding my claim. However, I had already tried to do so, and after receiving your response, I contacted them again. What I asked actually is simple: As the reason to reject my claim was that my order went through ***************** Channel instead of TopCashback, what the so-called ***************** Channel really was? Like I emphasized before, I have never used any other marketing channel besides TopCashback to reach Visible and place my order. I would appreciate a little bit more specific explanation about this "***************** Channel," and if there is clear proof, I will withdraw my complaint here, no joke. But if there is no clear proof, I will have to further advance my complaint. However, *********** informed me that they cannot resubmit the claim to Visible due to their partnership agreement. Im attaching their reply to me for your reference as well. Basically they were bound by the agreement and which is why I have no other way but filing a complaint via BBBs help.

   

  And as you mentioned the $250 gift card promotion in my order, it might be worth noting that it was Visible's own promotion around the time of Black Friday 2022 and was not related to any other marketing channel's promotion. There were no exclusion terms for this promotion, and you can verify it in Visibles own system. Please dont mix that promotion with what Im trying to claiming here. I did like the Black Friday promotion for sure, however, the $63 cashback is the starting point and also a final crucial factor in my decision to purchase, and I believe that Visible should honor this commitment to their customers.

   

  In summary, as Im sure I didnt go through any other Marketing Channel to place my order, I am seeking a simple answer now about the so-called "***************** Channel" for my order. If there is a valid explanation, I will withdraw my complaint here right away. Otherwise, I may just reject the response. Thank you very much for your help on this matter!

   

  
  Sincerely,
  
  Fan Cao

  Business Response

  Date: 03/15/2023

  As mentioned when purchasing/singing up for service there was no cashback offer from the Visible website. Visible does not offer cashback. As shown in your screenshots that offer was with another company outside of Visible. The uploads that you provided from the Visible website where you purchased your device offered a $250.00 gift card which was emailed to you. If you are seeking to obtain the cashback offer again you will need to follow-up with the company that ************ back.

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19533500
  
  I am rejecting this response because:

   

  Now it seems that I've just come across either a false or at least a misleading promo advertisement of Visible Mobile on TopCashback's website. Despite providing the info of the Visible program on TopCashback's site and my correspondence with TopCashback, Visible insists that I should contact *********** instead of them. While TopCashback just says thats Visible who declined the advertised cashback and refused to provide any specific info.
  While I won't pursue the matter any further as Im stuck here, I feel compelled to express my dissatisfaction with Visible's marketing program with TopCashback by leaving comments as an unhappy customer. I also reject ********************'s response to BBB.
  
  Sincerely,
  
  **********

• Initial Complaint

  Date:03/03/2023

  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 2/27/23 I upgraded my phone service because I received an email from the company that I would have better coverage. I was overnighted a SIM card and on 2/28 I installed it. I have only had troubles since then. For nearly 12 hours I have tried to get help but while in the virtual waiting room I get kicked out. I did get through once and was told my problem would be solved in 4 hours. It wasn't and I can't get back in. Please help. Thank you.

  Business Response

  Date: 03/02/2023

  March 02, 2023

  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690

  
  RE: Complainant: ***********************
  Complaint Number: 19517133

  
  Dear Ms. ***************************** you for contacting *************** of ********* Relations regarding *************************** compliant. In their complaint,
  received on March 2, 2022, they advised that they do not have active services since switching to Visible services. They are
  requesting to have their sim card activated to use services on Visible.

  
  Upon further review, weve determined the customers concern should be addressed by our Visible team. Per BBB guidelines,
  please forward *************************** complaint to the appropriate ******* Team.

  
  Email: **************************************

  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

  
  Sincerely,

  
  *****
  ********* Relations Analyst

  Customer Answer

  Date: 03/06/2023

  Thank you for your help. Last night my son went on Reddit and was able to escalate my case and get it resolved.
  
  ***********************