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:03/01/2023

  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 terminated and canceled my service one day after payment (Feb 27). Chat has been unable to restore my account. I demand the following: port my number out of Visible and be refunded for the previous bill. I have filed a FCC complaint. Please email me to resolve this issue.

  Business Response

  Date: 03/04/2023

  Response attached

  Customer Answer

  Date: 03/04/2023

  Provide proof of the refund. I do not see it with my bank institution. 

   

  I would also like the $20 refunded for the purchase on Feb 27 in addition the $90 overcharge you mention.

   

  I will consider this matter closed with proof, and the additional $20 refunded. thank you.

  Business Response

  Date: 03/09/2023

  No additional refunds will be provided.

  Customer Answer

  Date: 03/14/2023

  Visible owes me a refund based upon my original complaint. I will not close this complaint with the BBB until Visible provides said refund.

  Customer Answer

  Date: 03/21/2023

  Please see the attachment which indicates the erroneous charges from Visible which should be refunded. The charge on Feb 27 for $20 should be refunded immediately.

   

  I will be considered satisfied and close the complaint should that amount be refunded.

  Business Response

  Date: 03/27/2023

  This member was credited $90.00 on March 4, 2023 and the member has a charge back. Visible will not refund any additional money as this previous member was refunded correctly. This matter is closed the member has received the refund and terminated the service. BBB please close this case. 

  Customer Answer

  Date: 03/27/2023

  I am owed a $20 additional refund as per the evidence which was previously supplied. Please check the attached evidence.  I will not close this complaint until the issue is resolved which includes the full refund.

  Business Response

  Date: 04/04/2023

  The charge in the amount of $20.00 was your monthly service charge. The monthly service charge was less due to a credit being applied to your account. Due to the system charging you three additional times in the amount of $30.00, Visible issued a refund in the amount of $90.00. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  
  

  Customer Answer

  Date: 04/12/2023

  The $20 must be refunded because my service was  canceled after you charged me $20. This is fraud. I will continue my complaint until I am fully refunded.

  Business Response

  Date: 04/17/2023

  Visible placed the charge for the monthly service fee on February 27, 2023 (before your service was disconnected), but the payment was posted to the account on February 28, 2023. You disconnected on February 28 and then reconnected on February 28, then disconnected again on March 1,2023 and then reactivated again, then requested to port out your mobile device number on March 1, 2023. During the disconnect and reactivation, you used the service which Visible is not required to issue a refund when there is usage on the account. At this time, no refund will be provided due to usage on the account on March 1, 2023. Visible has thoroughly investigated the issue and no further action or refund will be provided. 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19517888
  
  I am rejecting this response because: I am owed a refund by Visible. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/01/2023

  Type:Order 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 new cell phone has never been able to send or receive text. They said that they would notify me in 24 hours of a resolution but they did not send an email . I want this issue fixed or a refund of at least half of the price of the phone since only half of it works.

  Business Response

  Date: 03/04/2023

  Response attached

  Customer Answer

  Date: 03/04/2023

  Complaint: 19517392

  
  

  I am rejecting this response because: On March 2nd I received an email saying they resolved the text issue but it still was not working.On March 3rd I received a new Sim card for 5G service. I put in the new Sim card and lost all my service. Not only did they never fix my text and gave me no way to confirm that it was fixed before they closed the ticket to fix it. Then they couldn't fix my service not working at all and I decided to leave their company because they have very little customer ********************** and no resolution of issues with their service.  I want my $25 for the service month of February back and I want my $216 back for the phone I am returning before I will call the matter resolved.  

  Sincerely,

  **************************************;

  *********************************

  Business Response

  Date: 03/09/2023

  While Visible is sorry for the service issues that you experienced, the account was terminated before Visible was able to resolve the issue. However, once the device is received and processed in the warehouse, Visible will issue a refund for the device within 14 business days. Due to usage on the account, Visible is unable to refund the monthly service payment of $25.00. 

  Customer Answer

  Date: 03/14/2023

  Complaint: 19517392

  
  

  I am rejecting this response because: I didn't have full service for the month because my text didn't work for a week and I had no service for 2 days.  I will accept $12.50 of my monthly bill to be refunded. 

  
  

  Sincerely,

  
  

  *********************************

  Business Response

  Date: 03/21/2023

  As mentioned in the initial complaint due the high amount of usage on the account Visible is unable to offer a refund at this time.

  Customer Answer

  Date: 03/27/2023

  Complaint: 19517392

  
  

  I am rejecting this response because: the $25 refund was sentto the wrong card and I didnt receive it. 

  
  

  Sincerely,

  
  

  *********************************

• Initial Complaint

  Date:03/01/2023

  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 alerted to pay my balance due via email.When I went to log into my app it does not load. I uninstalled it multiple times.When I was on their website I could not access my account.I contacted them immediately on 2/27 and wasted an hour talking to a rep who then had me message them the screenshot through a friend on facebook.There was no reply since last night and now I can not use my phone or pay it.I can not take any calls or texts now.I need this fixed immediately.

  Business Response

  Date: 03/03/2023

  Response attached

• Initial Complaint

  Date:02/28/2023

  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've been a Visible customer for about 3 years. During this time, I've experienced multiple outages or degraded service. More so compared to any other service. Today, 2/28. Visible charged me $25 for service, but I am not getting any service. I haven't had the ability to receive calls or texts for 9 hours now. And just received an ETA that it will not be fixed for upwards of 12 hours. One of three live chat sessions that I've had with customer **********************, I was only offered $5.You had no issues taking my money when I didn't have service. I paid for this service. Yet, only $5 in credit? I'll probably have service tomorrow night, realistically. But, this does not change the negative experience that I've had with this service for the last 3 years. I'd like to withhold my $25 payment until I get service. Visible should NOT have charged me if they were not going to provided me service.

  Business Response

  Date: 03/03/2023

  Response attached

• Initial Complaint

  Date:02/28/2023

  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 solicited me to upgrade my plan so I followed the instructions to upgrade but while upgrading I got an error and it did not upgrade. So I chatted with someone. They said that my account requires some manual updates for the process to be completed and this process is done in partnership with their next level of support. That they will reach out to me with an update within the next 24 hours. They never reached out and the agent told me my phone would work but it doesn't. I can only use apps when connected to WIFI, so driving to work I have no way to call anyone if I break down on my commute. I cannot call anyone if there is an emergency while connected to wifi either. No one can call me either. They do not care and have not provided me with the service that I am paying for. My service is not working. I need a refund and I need my service fixed. Their service is shameful. I expect a refund for not having service and for wasting my time waiting on chat and being kicked out of chat constantly.

  Business Response

  Date: 03/06/2023

  Response Attached

• Initial Complaint

  Date:02/28/2023

  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 started having an issue with my iPhone 8 around 1/30/23 where i could send SMS messages just fine, but i could not receive an SMS message. I could only receive an iMessage. So I could text android users, but i could not hear back from them. This also made it impossible to get verification texts (like if you are logging into your bank account or filing your tax return electronically). I contacted Visible through their chat support, and they had me follow lots of steps, all without success. They escalated the problem. I got a response from ******** with the Visible Care team on 2/20/23 at 10:24pm saying they were working on it. They had to fix some stuff on their end, i was told. The next morning, it was fixed!Just a few days ago the issue started again so it was only fixed for about a week. I went through chat support and told them the history and gave them the case number: #********. They had me try all the steps again that didn't work. They escalated it again, but this time i got an email back with more steps which didn't work. I just want Visible to fix it on their end again like they did the first time. The rep i was chatting with wanted to send me a new SIM card and said my service would be interrupted for a few days til it comes in. I drive a lot and need cell service in case of an emergency so i cant go without it. I just want Visible to fix it on their end like they did last time. I don't know what they did, but they fixed it overnight last time without me having to reset my network settings AGAIN. Please get this fixed without making me go without cell service for days. And i think i should get a discount on my next bill because not being able to receive SMS texts is a big deal. I pay good money to be able to receive all texts. Model: MQ752LL/A. SERIAL NUMBER: ************. IOS VERSION: ******. AVAILABLE SPACE: ***** GB. IMEI 35 ****** ****** 0. ICCID: ********************. MEID: 35************. CARRIER: VISIBLE ****

  Business Response

  Date: 03/07/2023

  Response Attached

• Initial Complaint

  Date:02/27/2023

  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 ordered an iPhone 14 and monthly service from visible on Nov 26 (order # ********). Per the order agreement, I should receive $300 gift card and a pair of beats ear buds after 3 month of full payment and port the number from acceptable carriers within 30 days. I activated my service on Dec 1 and Visible gave me the number of xxxxxx3974. I ported my boost mobile number xxxxxx6947 on Dec 2 and boost mobile is one of the acceptable carriers on visible website. Now I have paid fourth months with full payment but visible did not send me the gift card and the beats ear buds. I contacted Visible and ******* told me I am not qualified the gift card and ear buds because I did not port my number within 30 days. I ported my number the second day after the service activation and within 10 days of the online order. I don't know how Visible do the math. It's completely unacceptable.

  Business Response

  Date: 03/02/2023

  Response Attached

  Customer Answer

  Date: 03/06/2023

   
  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:02/26/2023

  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.

  Hi,I switch to visible wireless service and bought a new phone from visible website for this I was given $200 virtual ******* gift card via email on 03/17/2021 and there was no mention of expiry date (attached image). When I try to use it in Nov 2022 it didn't work, I reach out visible via chat (only option) multiple time after long wait, most time chat freeze up or got disconnected. I reach out couple more time after 2 month and was told to reach out to card service after couple days looking into that they didn't have any record of my gift card. I reach to visible again and was told that card was expired in 30days. I told that there was no expiry date mentioned in email but customer ********************** agent are not willing to provide new gift card.

  Business Response

  Date: 03/01/2023

  Response Attached

• Initial Complaint

  Date:02/25/2023

  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 have been a customer of ******************** since July 2021 and my service has been flawless. Visible has a new and improved data plan being offered. They offered all existing customers to switch to this new plan for the same price as the old plan. I accepted this offer and they shipped me a new sim card. I put the new SIM card in on Friday, February 10th 2023. Immediately my incoming and outgoing calls did not work. I chatted with Visible on Monday, February 13th first and 3 times after that up until this date (2/25/23) to try to resolve the problem. One chat agent even guaranteed that my problem would be fixed within the hour. I still cannot call from my phone and requested a portion of my monthly bill to be compensated (*****). Visible declined to compensate and my calls still do not work

  Business Response

  Date: 03/04/2023

  Response attached

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19496838
  
  I am rejecting this response because:

   

  Visible hasn't actually resolved any issue.  I just need a definitive answer and solution, not a promise.

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

  Business Response

  Date: 03/09/2023

  ***** terminated his service and ported out his mobile number before the issue was resolved and has not responded back to the last email that was sent to him.

  Customer Answer

  Date: 03/15/2023

   
  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:02/25/2023

  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 will not complete, edit, or cancel an existing phone number port request from xfinity mobile to visible. This is blocking me from porting my number to any carrier. They have an SLA of 24h-48h and they are well beyond that. They incorrectly entered a bad transfer PIN for ref number: *************************************** case number: ******** 2/22/2023 visible case number: ******** 2/23/2023 As of right now they will not take the correct steps to complete or cancel the request. I want to have a Visible porting specialist who has access to the *************** and tools to call me. So that I can be on a 3 way call with xfinity mobile specialists to resolve the matter. Visible refuses to make available any way for other carriers to reach them as well.

  Business Response

  Date: 03/02/2023

  Response Attached