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:03/26/2025

  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.

  Purchased 12 months of service. Took multiple sessions with live customer ********************** agents. ********************** was never active for more than a few hours at a time, requiring repeated customer ********************** contacts. This resulted in safety issues as I was not reachable by phone for my child during crucial times. Request to terminate service was denied since service worked at least once. Willing to provide initial month payment but cannot believe I am expected to pay for service I cannot successfully use.

  Business Response

  Date: 04/06/2025

  Please see our attached response to the received BBB complaint. ID ********

  Customer Answer

  Date: 04/07/2025

   
  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:03/26/2025

  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.

  My phone cannot receive messages or calls some time in January and I contacted Visible. They told me the number is not activated in their system and of course, I also cannot port out and lost the number. They asked me contact previous carrier but the previous carrier told me my phone has been out for months. That said I lost my number I have been using for years. Then I asked for a refund, even they admitted all the fact, they just told me they cannot refund me.

  Business Response

  Date: 04/06/2025

  Please see our attached response to the received BBB complaint ID ********

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23121348
  
  I am rejecting this response because: two things cannot happen at once: the number was activated so they should charge me and the number was not activated so I could not use it (it is not just not working properly, I cannot also receive calls or text messages even from Visible customer *********************** or retrieve it and port out. Apparently, Visible charged me and at the same time admitted the number was never activated. I accepted the gift card because they told me thats the final resolution or I would get nothing - this is how they always did throughout even in this reply: the reason I cannot get refund is that, according to their letter, I did not interact with their customer ********************** properly, even they also admitted the fact that the number was never activated. I lost my number and did not receive messages and calls for months, and they provided me a humiliating $150 for my $395 pre-paid. They did not have to resolve it and I dont plan to waste time with the worst carrier I ever knew, but the whole fact has to be published so anyone will know what Visible has done if they consider it in the future.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/04/2025

  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 a cell phone on 2-25-2025. total cost of $163. I was unable to activate the phone. I called visible, told to purchase another one. unable to do that because restricted by visible. No phone and no way to activate it for 5 days.

  Business Response

  Date: 03/16/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23020338
  
  I am rejecting this response because:waiting for my 25 dollar phone service charge for month and no amount has been received by me yet.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/22/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:03/04/2025

  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.

  HERE IS Aa COPY OF THE EMAIl I SENT VISIBLE. Their website is impossible to navigate to file my grievance. On 2/26/25 my Cash App account was charged 2 times for $35 from your company, which I have never even heard of until then. I did not authorize these charges and I wish for them to be refunded immediately. My next contact will be with the Better Business Bureau. My cash app is $TeresaWhittenburg. The charges were made against my cash app debit card on a day that I had remained home all day with the card in my possession. Your company makes it extremely difficult to contact anyone about this issue and I would appreciate a quick response. The following is their response to my email:We've received your message. For ************* related issues please contact us via chat on ************************ or from the app.All other messages will be reviewed within 7-10 business days.

  Business Response

  Date: 03/16/2025

  Please see our attached response for the received BBB complaint.

  Customer Answer

  Date: 03/17/2025

  The Visible company has NOT reached out to me except for an automated email responding g to my email stating they would review and respond but it would take 7 to 10 days.

  Customer Answer

  Date: 03/17/2025

  The **************** refunded one of the $35 charges, but they have not refunded the other $35.  I have not received any response from the Visible Company as of todays date.

  Business Response

  Date: 03/22/2025

  Please see our attached response to the received BBB compliant. 

• Initial Complaint

  Date:03/04/2025

  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.

  On or about Feb 1, 2025 I placed an order for a new phone from Visible, which is my cellular carrier. I changed my mind and tried to cancel the order and contacted Visible who stated it was already shipped, however they would email me a prepaid return label and once I received the shipment to just use the label they sent and return the phone. On Feb 8th, 2025 I dropped the phone off to the **** per the label that Visible provided to me. Again on or about Feb 10, 2025 I ordered another new phone from Visible and used it for approx. 1 week and was unsatisfied with its function and contacted Visible again to return this phone as well. I was emailed a prepaid shipping label for **** and on Feb 26 it was sent with **** for return shipping to Visible. According to Visible neither phone as been received back into their "Return Warehouse". Contacted Visible who states their is no record in my account of me contacting them and requesting to return either phone, however I have emails from them sending me the return labels. However Visible was able to check the **** tracking numbers and stated that the shipping labels that were sent to me was to send these 2 phones to their "trade-in department". According to the agent that I spoke with at Visible I need to contact the "trade in wharehouse" or the **** and ask to have those phones shipped back to me and then request new shipping labels for returns. Visible can't give me any contact information for the "trade-in department". Until phones are marked on my account as returned I will be getting charged a monthly fee for financing on these phones. This was clearly a mistake on their part and I am asking for them to track down those phones and rectify this situation since I sent them with the labels that they provided.

  Business Response

  Date: 03/16/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 23004868
  
  I am rejecting this response because: 

  I want both Affirm loans canceled due to me not having either phone in my possession any longer due to Visible sending the wrong labels.    The *** card mentioned had nothing to do with this issue I complained about.    I want the loans canceled immediately or the phones returned to me since I am having to pay for them.   This issue has not been resolved due to the loans still being active and the phones still unaccounted for.    I feel this is not my problem, due to Visible sending me the wrong label both times.   This has been ongoing for several months now and the information they requested from me has been given to them numerous times and now that I no longer have the phones, I no longer have the information they are requesting.     I can send you (BBB) the emails sent  to me by Visible showing  the return labels that were sent when I requested a return, not a trade in label.   Once this issue is resolved, you can bet I will be taking my business elsewhere. 

    

  
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 03/22/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 04/01/2025

  Dear ******

  I have received one of the phones back from Assurant Warehouse and it is in my possession.  However, I am being told by Visible that they are still unable to locate the 2nd phone at this time, which they know is at the Assurant Warehouse because that's the destination that was on the shipping label that was sent to me by Visible. Visible wireless is requesting that I wait until I have both of the phones in my possession before Visible will send me a shipping label to return both of the phones at the same time.  I would like to go ahead and send the one phone back immediately so that Visible will cancel the loan contract with Affirm, so that I will not be charged for that phone.  However, Visible is refusing to send me a shipping label to return only 1 phone.  I feel that they should send me a shipping label to go ahead and return the first phone that is in my possession and they should go ahead and cancel the loan agreements with Affirm, as it is not my fault that they are unable to locate the 2nd phone at the Assurant Warehouse.

  Thank you 

  *** ****

  Business Response

  Date: 04/06/2025

  Please see our attached response to the received BBB complaint rebuttal ID ********

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23004868
  
  I am rejecting this response because:

  While I feel we are close to a resolution, this case will not be closed until both phones are returned to Visible and both loans with Affirm have been canceled.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:03/03/2025

  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 bought an iPhone 13 on their website, but they only sent me a box without the phone inside, and I saw signs of the package being sealed twice. I called them many times but they couldnt handle it. They kept asking me for a police report. In fact, I had already been to the police station, but the police said that they couldnt provide a police report because the package I received was unopened, so it wasnt completely considered theft, and its possible that their staff missed it when they were packing it... Then the customer ********************** on the phone would just keep saying: We need a police report, a police report, a police report!!!

  Business Response

  Date: 03/16/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:03/03/2025

  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 IPhone13 on 2/7/25 that was preowned and sold as excellent condition. The phone was in fact not in that condition. Visible states that they test their preowned phones to make sure that they are in good are excellent working condition. After the 14 days I noticed that there was issues with the phone the tap to pay feature as it did not work anywhere I tried using it and I then I couldnt have conversations without having my phone on speaker phone. I took the phone to ***** and had a diagnostic test done on it and the phone failed all tests. The phone has no damage whatsoever and I have to have a rear system repair done to it as the phone has a hardware issue which ***** deemed that my phone was defective. I reached out to visible to make a complaint about selling products that are not as they described on the website and all I got was we cant confirm that the phone you received was defective although I clearly stated to them ***** had already made the determination. I had to pay over 400 dollars for this phone to not even have it for a month and it has hardware issues and I feel that visible should pay half of the amount towards my affirm purchase due to my inconvenience as I bought this phone to upgrade from the iphone11 I bought from them a while back. I have also attached the apple work order to have my phone fixed and the diagnostic information showing there is a hardware issue.

  Business Response

  Date: 03/16/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:02/28/2025

  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.

  2/24/2025 My Cell account was suspended, and I was told they would do an investigation on it.said it would be on high priority. I would receive an email in 24 hours. I never received i. I reached out to them. I asked am i going to lose my phone number, and they assured me I would still have that number. This went on for 4 days without a phone. and me having to contact them. I also asked if I could get a refund, and the answer was yes. i received an email yesterday. My account can't be reactivated, and i also won't be able to use my old cell number i have had since i was 18 now 40. they also included i will not be refunded. but can start a new account pay for a year again and get a new number. i had no phone for a week they lied saying i could have my old number back and be refunded. when i asked what i did for this to happen they said we arent sure but your account got flagged for some reason i asked several times for a explanation and even in the final email they stated they cant get one. I WANT MY OLD NUMBER RELEASED TO ME ************ AND A REFUND THAT I PAID FOR A YEAR UNDER THAT ACCOUNT.

  Customer Answer

  Date: 03/12/2025

  Thank you so much for all the help they got back with me and gave me my number back and credited my account for 6 months truly appreciate all your help truly 
  
  Kirsten 
  

  
  

• Initial Complaint

  Date:02/27/2025

  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 a phone from Visible and the warranty through ********. I went to file a claim on Feb 13th and assurant couldn't find my warranty. I had to email them and they told me that Visible cancelled my contract and never told me nor refunded my money. I have reached out to Visible on multiple occasions but get nothing but. a run around. I told them my phone died yet they tried to call me on my cell that doesn't work. I want my old phone replaced per the warranty I have in my hands. I. have all the document's.

  Business Response

  Date: 03/12/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23000766
  
  I am rejecting this response because:
  I am rejecting the response because Visible is telling stories to put it politely.  I tried to file a complaint on Feb 14th but according to Assurant my contract was canceled by Visible with no explanation at all.  See below
  ------------------- Original Message -------------------
  From: *****************************************************************************<*****************************************************************************>;
  Received: Fri Feb 14 2025 18:53:30 GMT-0500 **************************************************************************************************************************************************************************************************************************************** Services Online Inquiry - VISIBLE Protection Plan
  Name ****** *********
  
  Email Address ***********************
  
  Claim Number ********
  
  Mobile Phone Number **********
  
  How can we help you? I cant make a claim and I have the Visible Protect Original phone number was ************ new ESIM then it is ************ IMEI352184997091570
  
  I HAVE ALL ORIGINAL EMAILS!
  
  Hello ******,
  Thank you for reaching out to Assurant.  You have no active coverage under the phone number ************.
  Our records indicate that on the line ************ your coverage was canceled on 09/04/2024 and never reinstated. I do see the document with the proof of coverage. Please contact visible and let them know to update their system, because they have you in the system with no coverage under the new line, It's not showing up at all. Once updated inquire how long would it take to reflect in our system so that were are able to see it. Then you would be able to make a claim over the phone or on our webiste.  ************ or ********************************************************
  
  ******,
  Assurant Mobile Services
  
  So now this falls on VISIBLE which jerked me around for over a month now.  I informed VISIBLE immediately as to what was happening on Feb 14th and it was not later as stated in this bogus letter by *****.  I have contacted VISIBLE almost daily on this matter.  Now they are telling me that Assurant has claimed that I must make a claim with Apple to get my phone fixed.  I dont have the warranty with ***** I bought the insurance through Assurant and VISIBLE is lying.  I have tried to go into the account to file a claim but I cant because visible has canceled the contract.  I did send the device to apple and they have returned it because it has water damage.  The big lie is I have the contract and nowhere does it state that I must use ********* for the first year.  Visible and Assurant are colluding against me not to cover the phone to get it repaired.  I have all emails, all receipts all warranty documents and coverage.  They are lying through their teeth.  This matter is not resolved and they are just a bunch of rip off artists.  I even email ***** again with all the documentation about this case two days ago.
  See below.
  
  You all owe me a new phone. ***** wont service it because it has water damage. I want a new phone or I am suing you. 
  
  Assurant Mobile Services Online Inquiry - VISIBLE Protection Plan EMS:08990000496
  
  
  
  
  
  Hello ******,
  Thank you for reaching out to Assurant.  You have no active coverage under the phone number ************.
  Our records indicate that on the line ************  your9746 your covergecoverage was canceled on 09/04/2024 and never reinstated. I do see the document with the proof of coverage. Please contact visible and let them know to update their system, because they have you in the system with no coverage under the new line, It's not showing up at all. Once updated inquire how long would it take to reflect in our system so that were are able to see it. Then you would be able to make a claim over the phone or on our webiste.  ************ or ********************************************************
  
  ******,
  Assurant Mobile Services
  
  I cant file a claim the website wont let me. I just tried for the 50th time tonight. It doesnt recognize my ***************
  
  
  
  
  
  
  How are visible and Assurant going to solve this as you both are pointing fingers at each other. 
  
  I WANT MY NEW PHONE!
  Apple Support
  
  Model: IPHONE 13
  Repair ID: **********
  
  Our technicians inspected your device and found issues that are ineligible for service. They determined that your device has been damaged or modified in such a way that is not covered by the ************* Warranty, an AppleCare service plan, or an Apple service program. 
  
  Tracking number: UPS 1ZA3F0541318520198
  (active within 24 hours) 
  
  Shipping address: 
  *************************************
  ****************************-4827
  *************
  
  Best,
  
  
  ***** *********, Jr. 
  ************
  
  Sent from my iPhone
  
  
  
  On Mar 12, 2025, at 4:52?PM, Visible Exec Relations . <************************************************************> wrote:
  
  Hello ****** *********, 
  
  We apologize for the inconvenience. However, Assurant was reviewing your previous claim and unfortunately didn't find any. They've sent us their phone number so you can contact them. If you find any errors while completing your claim, we can help you by reporting it.
  
  Thank you for your understanding. 
  
  On Wed, Mar 12, 2025 at 4:47?PM ***** ***************************************************** wrote:
  Actually, you all stated you were going to file the claim for me. So one month and you guys have not solved the problem. Horrible just horrible. I will be canceling all my accounts with you and filing another complaint with the BBB against you and Assurant. You guys suck!  Took my money and my insurance money I paid and wont take care of the customer. 
  
  
  Best,
  
  
  ***** *********, Jr. 
  ************
  
  Sent from my iPhone
  
  
  
  On Mar 12, 2025, at 3:34?PM, Visible Exec Relations . <************************************************************> wrote:
  
  Hello ****** *********, 
  
  We appreciate your patience while we complete our investigation.
  
  We received an update on your case. ******** informed us that a claim was never filed on your account. As a solution, they suggested you call ********** or chat online at **************************************************** start the process.
  
  After completing this request, please let us know if you have any issues so we can report them.
  
  Thank you in advance for your cooperation. 
  
  This is the response from ***** below and she is lying.
  
  Hello ****** *********, 
  
  We appreciate all the information provided. Our internal team is working to complete all updates.
  
  We will inform you as soon as we receive any updates.
  
  Best Regards, 
  
   Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/27/2025

  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 activated my iPhone 13 over 60 days ago, and as per your unlocking requirements it should be unlocked now. I have 4 iPhones that I purchased that I activated with service and it still is not unlocked. Customer ********************** is giving me the run around.IMEI numbers: *************** *************** *************** **************** My family is very disappointed that they cannot use their iPhones unlocked despite it being in their policy that they should be unlocked after 60 days post activation.

  Business Response

  Date: 03/16/2025

  Please see  our attached response for the received BBB complaint.