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:02/25/2023

  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 am writing to express my disappointment with the service provided by Visible wireless regarding a recent promotion. I have never seen such an unprofessional and deceptive behavior from a company before.On October 29th, 2022, I transferred my phone number to Visible, and at that time, thet had an ongoing promotion that offered a $50 gift card and a Bluetooth speaker to customers who transferred their number and paid for three months of service. I completed the required three months of service and received the gift card without any issues. On January 29th, 2023, I received an email from Visible wireless stating that my Bluetooth speaker was on its way and that I should expect to receive it within 15 business days. However, I did not receive the speaker until February 17th, 2023.When I contacted the customer ********************** team to inquire about the status of my speaker, I was told to wait until the following Monday to see if it would arrive. I waited until February 22nd, but the speaker still did not arrive. When I contacted the customer ********************** team again, they suddenly changed their story and claimed that I was not eligible for the promotion.This is a highly contradictory statement as I had already received the gift card and the confirmation email that my speaker was on its way. If I did not qualify for the promotion, how was I able to receive the gift card? Why did your company send me the confirmation email that my speaker was on its way if I did not qualify for the promotion? It is also worth noting that your customer ********************** team acknowledged that I was eligible for the promotion when I initially contacted them.I am extremely disappointed with the way your company has handled this situation. I urge you to strictly abide by the terms and conditions of the promotion and honor the reward that I rightfully earned. Please send me the Bluetooth speaker as soon as possible. My account is ********************

  Business Response

  Date: 03/04/2023

  Response attached

• Initial Complaint

  Date:02/24/2023

  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 August 12, 2022 I purchased a ****** Pixel 6a phone for $484.92 and imported my number from ******* Wireless. Visible was running a promotion that is still advertised on their website advertising that if you 1) activate a new account, 2) import your number from an approved carrier (******* was included), 3) purchased a qualifying device (which included the Pixel 6A), and 4) paid for three months of service, customers would receive access to a virtual $200.00 gift card to be used at popular retailers. I contacted the company after 4 months and was told that my purchase was not eligible because my *** card had not shipped with my phone. However I only activated the *** card once I had the new phone, so I believe I met all the advertised criteria. This promotion is still advertised on the Visible Website. I would like my gift card, please.

  Business Response

  Date: 03/01/2023

  Response attached

  Customer Answer

  Date: 03/01/2023

   
  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:02/24/2023

  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.

  Ordered Cell service from Visible on Jan 31, 2023. I had to buy a new phone from them as mine was not compatible with their network. I bought a Galaxy A14 5G - cost was $213.93. I tried for ten days to get my number ported to their service as promised, but they were not able to do that. I finally gave up and told them I just wanted to move. They sent me a label to return the phone, and I was told I would get a refund when they received the phone. The got the phone back on February 14, 2023. I still have not gotten a refund. When I contact them, which you can only do by chat, I just get the run around. Always telling me please wait four more days. I never get the refund.

  Business Response

  Date: 03/01/2023

  Response attached

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19490684
  
  I am rejecting this response because: 1. Their printed return policy has two conflicting statements. The very first line says "As soon as we receive your complete and like-new merchandise, well issue your refund." As soon as, does not mean three weeks, it means immediately. [*****************************************************]. 2. Their chat agent promised me four days.

  In today's world of computer automation, there is absolutely no valid reason for the process to take more than a few days.  Also, this whole thing started because they made a promise that I could bring my number with me, which obviously I could not. Apparently their technicians were not skilled enough to do the job, or they just never tried.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:02/23/2023

  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.

  On August 25th 2022 I signed up for Visible wireless under a promotion of $15 per month off for the first $12 months of service, on February 23rd 2023 that promotion was removed from my account due to a company mandated network upgrade and Visible customer ********************** has refused to rectify the situation claiming that the promotion had never been part of my plan. I have sent their customer ********************** screenshots of my account showing the promotion but nevertheless as of 2/23/2023 I will no longer be receiving the promotion I signed up for. As you can clearly see in the attached screenshot I'm have a Chime membership promotion being applied to my account in the amount of $15 per month off my bill which Visible claims never happened.

  Business Response

  Date: 03/01/2023

  Response Attached

• Initial Complaint

  Date:02/23/2023

  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 recently had a negative experience with Visible, a phone company that I have been with for two years. Initially, I was very happy with their service and even recommended them to my friends and family. However, my opinion has drastically changed after the way they handled my recent issue.Five months ago, I signed up for a business line with Visible, which was supposed to come with two promotions: a $200 gift card and a free pair of Beats headphones. Unfortunately, there were technical difficulties with the activation process, which caused a delay in my ability to redeem the promotions. Now that I am ready to activate and redeem them, I am being told that I do not qualify because I did not activate within 30 days of signing up.I tried to escalate the issue by speaking to a manager, but I was denied that opportunity. I also requested for someone to call me to discuss the matter, but that request was also denied. To make matters worse, when I asked to see the terms and conditions for one of the promotions, I was refused that information as well.As someone who values customer ********************** and reputation in my own business, I am extremely disappointed with Visible's lack of concern for their customers. It is clear that they do not care about their customers or their satisfaction. I regret recommending this company to my closest friends and family, and I would not recommend them to anyone else in the future.I have paid for five months of service and all I ask for is that they honor their promotion. If they don't want to honor the promotion, I will accept a refund of the five months of service I haven't used.

  Business Response

  Date: 02/27/2023

  Response attached

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19453397
  
  I am rejecting this response because: I wrote my first complaint because of the promotion that would not be honored.  After that I wrote a second complaint because the Visible customer ********************** gave me false information regarding the phone that could be used on their network.  I never used the service and would like a full refund for the money that was deducted from my account.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/07/2023

  A refund was issued to the card on file on February 25, 2023 in the amount of $30.00

• Initial Complaint

  Date:02/23/2023

  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.

  Hi there, Im having an issue ordering. My account is on some kind of hold. The previous tenant at this address (I just moved in 2 weeks ago) told me they also had trouble ordering from Visible and suggested contacting the BBB to try and resolve it. There seems to be some kind of problem with the address? I am looking forward to using Visible and was really hoping the BBB could help out! Thanks a lot. -************

  Business Response

  Date: 02/27/2023

  Response attached

• Initial Complaint

  Date:02/21/2023

  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 paid for the first month of service ($45.00). Several days after being charged, I still have no service after attempting to move my phone service from ******* to Visible. Visible has been unresponsive to my request for assistance regarding cellular service.

  Business Response

  Date: 02/28/2023

  Response Attached

  Customer Answer

  Date: 03/01/2023

   
  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:02/21/2023

  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 phone company is corrupt -- I bought a phone from them and paid outright for it in Dec. 2022 and they were unable to make it work as a dual sim device which is what it was supposed to be for. I had it activated with them for about three days and then had to port the number out to my carrier, ******* (who owns Visible), so I could use it for work. Visible said after 60 days from activation it would be unlocked. Today they are saying it has to be used for 60 days with them and then they will unlock it. I've been back and forth with them for many many weeks and they never said it had to be 60 consecutive days. In fact their website does not say that either. It says 60 days after activation they will unlock it. Today they tell me sign up and pay for 60 days of service with them and then they will unlock it. I refuse to pay them more money. Please please please help me get my phone unlocked, or get my money back for the phone. Thank you.

  Business Response

  Date: 02/23/2023

  Response attached

  Customer Answer

  Date: 03/06/2023

   Hello,
  
  I received an email from you this week saying that you hadn't heard from me about the resolution of my case, and if I still needed help to email you at this address. Please if you can restart this case because they (Visible) haven't responded to the complaint. I have not heard anything from them. I also have a case open against Visible via the *** for violating their contract, but they have yet to respond to them, either. This phone, a brand-new iPhone, is completely paid for and owned by me, and they have not unlocked it yet. I have to make an ****-mile trip this weekend and now have no working phone. I have no option but to buy another phone and hope that they will unlock it and at that point I'll try and sell it. I've been waiting since mid-Feb for them to unlock it. The *** gives them 30 days to respond, and I started the case on 2/21, I think the same day I filed my report with BBB. I hope to get this resolved soon. Just wish it could have been before I had to leave. Thank you. 
  19440433
  
  *************************, APRN, PMHNP-BC
  ************
  
  Eastern Sky ********* PLLC
  ************ office
  ****************************
  easternskywellness.com
  

  
  

  Business Response

  Date: 03/10/2023

  As mentioned in both complaints, the device is unlocked. It was recommended that the member complete a factory reset to the device. Once the reset is completed, the device should reflect as unlocked. 

• Initial Complaint

  Date:02/20/2023

  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 had to change my number back in August of 2022. Ever since I changed my number my service always stops working around the 13th of each month. I've contacted them each month for the past 6 months. And they looked into it and found out that it is a number that belongs to Tracphone. And that is why when a 30 day billing cycke was done. The Tracphone number thought I did not reinstate it. The case number is ********?. And when I contacted them to have them just change it to a number they actually own. They claimed that my number was a visible number. And each month claimed that the issue is fixed, and that the settings were set permanent. It keeps happening. I am getting nowhere with them, I should not have to keep calling in to have service reinstated when I pay my bill each month.

  Business Response

  Date: 02/24/2023

  Response Attached

• Initial Complaint

  Date:02/20/2023

  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.

  Two issues:1. Starting at the end of Jan my cell phone service was very spotty. I couldn't make calls w/o the call immediately being dropped and if people called me it was usually dropped immediately. I finally had to use "wifi calling" to be able to make and receive calls from my house. ******* sent it's users notices that towers would be worked on in the area starting Jan 20th. Visible uses ******* towers and sent nothing and was of no help. Visible even admitted in their chat "support" that since the start of Feb there have been connection issues in my area. I shouldn't have had to contact support to find that out. 2. This is the biggest issue. At the beginning of Feb my visual voicemail stopped working. The notification even said to contact customer support. A close loved one was in the hospital and unfortunately passed away during this time. I missed vms from people who were trying to contact me. It created much more stress. I reached out to Visible on Feb 11th. I spent over 13 hours talking to them (not able to do much else during several hours of if it bc I was in an active chat), they actually made it worse to where I completely lost connection and couldn't even receive text messages. I had to run through the same steps over and over. Never fixing the issue. They wouldn't send me to a supervisor. Then told me the "next level" of support wouldn't be in until Monday after two days of dealing with them. The "next level" team did nothing. They sent me an email a couple of days later to tell me they were closing the case bc they never saw an issue. They just gave up and didn't even respectfully discuss anything with me. Then I reached out to support again who wanted me to go through all of the same steps and refused to send a message (I was told I could reach back out to the next level of support by contacting normal support) to "next level" support until I completed all of the same hours of troubleshooting as I did previously, multiple times.

  Business Response

  Date: 02/24/2023

  Response Attached

  Customer Answer

  Date: 02/24/2023

  
  

  Complaint: 19438177

  
  

  
  

  
  

  I am rejecting this response because:

  
  

  
  

  
  

  The issue has NOT been corrected. I received a response from the business 1 day ago. And they want to consider the case closed ** I took 1 day to respond? If you read the chats, ********, as you said you reviews them you will surely understand thar this issue has brought even greater stress as my family just went through a death. I do not feel it is appropriate you deem the case resolved or even addressed just bc I did not get back to you ASAP. It hasn't even fully been 1 business day. This is how your "next level of support" team responded. They just pretended things were resolved... and I had to wait a couple of days for them to contact me. It would be appreciated if you and Visible wouldn't just simply pass your customers off and address the concerns. It would be nice to feel valued. 

  
  

  
  

  
  

  Sincerely,

   

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

  Business Response

  Date: 03/09/2023

  A member of ERT has partnered with ****** to work toward resolving their visual voicemail issue. The member has been provided with additional troubleshooting steps as the voicemail box has been rebuilt and a call was placed for testing and awaiting a response. *** has informed ****** that we will continue to work with her and keep the case open until the issue has been resolved.

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19438177
  
  I am rejecting this response because:
  

  I've been dealing with this issue for almost 2 months. I have spent HOURS trying to get help. All throughout the process the company blew me off, even early on in the BBB stage. I have worked with their "special" team almost every day for over a month. In the time they shut off access to my phone to "fix" things. There was a whole day where I couldn't make/receive calls or texts. They have only made the problem worse only to correct those issues and leave me back where I started. I have been told numerous times that "this time it will work". I have shared about my frustrations and explained what an inconvenient time in my life to have to deal with this. I have not been refunded for **** Feb or March nor has my voicemail been fixed. I will be switching companies soon. 
  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/22/2023

  ERT has partnered with Visible's network team and ****** to resolve their visual voicemail issue. Visible's network team requested to have screenshots with WIFI turned off to verify that the issue still exists to understand the next steps. The voicemail box has been rebuilt by the team twice and understands the process is time-consuming, however necessary in getting the matter resolved. Visible is still willing to continue with troubleshooting if ****** will continue to partner with ERT and the network team.

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19438177
  
  I am rejecting this response because:

  I am tired of spending so much time on this. I have followed instructions for over a month and have spent HOURS and days on this issue. I am tired of being told empty promises that "this will fix it", "this will be the last time". And I should be able to get voicemails whether I'm on wifi or not. I didn't have any of these issues until switching to Visible.  I should be able to use my device as normal on ******************** and that's not the case.  It is insane the amount of time I have had to spend for them to make the issue worse at times and never actually correct the issue. This has impacted my professional and personal life. I'm exhausted from dealing with it. I let them know I was done. Attached is a screen shot from just now, that yet again shows that even with my wifi off I cannot access my voicemail.   
  
  Sincerely,
  
  ***********************************