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:02/20/2023

  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,
  
  ***********************************

• Initial Complaint

  Date:02/20/2023

  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.

  1. My calls keep dropping, but the company does not answer calls. Chat does not work. There is no way to get help.2. I have moved to another phone, but the company still send my text messages to the old phone. The company does not answer calls. Chat does not work. There is no way to get help.

  Business Response

  Date: 02/24/2023

  Response attached

  Customer Answer

  Date: 02/24/2023

   
  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:02/20/2023

  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 have been paying 40 dollars a month for a year to find out I have been over paying since July on a plan that was swapped for a plan with the same specs but lower price. I was never given notice, and as I was happy with my service, I didnt need to go browsing for new plans . However when I asked about my concern over this payment discrepancy i was basically told its my fault that Ive continued to over pay for a plan that doesnt exist anymore and asked why didnt I check the website consistently. This experience left me with a bad taste in my mouth about this service. $70 dollars I was told i basically wasted with no means of correction. I dont think thats right . If I had been paying the updated plan price, thats two months worth of phone service that ive overpaid now. I enjoy the service and have no problem switching over but this was not a good display of customer care while using the app for your service. When I contacted visible through their ******* account, it was admitted that I overpayed but they would not be rectifying the issue.

  Business Response

  Date: 02/23/2023

  Response Attached

• Initial Complaint

  Date:02/19/2023

  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.

  Ive been a Visible customer for over 3 years now and every time I try to contact them for a technical issue its impossible to reach them, this time is about billing, starting this month they are charging me $30 instead of $25 and theres no way to contact them to solve this.

  Business Response

  Date: 02/22/2023

  Response attached

  Customer Answer

  Date: 02/26/2023

   
  Complaint: 19433748
  
  I am rejecting this response because:

  They didnt even bother to change the name in the response in its directed to some *******************************, theres not trail if communication because theres no way to communicate with this company other than the chat with general questions answered by a bot and lastly I was never informed of this increase before being charged for it. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/03/2023

  While your name is included in the first two sections of the document in error another name was left on the  third section of the document. The response remains the same and attached you will find the same document with the third section reflecting your name.

• Initial Complaint

  Date:02/19/2023

  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 horrible, this company should be shut down for how terrible they are. Mind you I was about to switch to them because I thought it would be a good idea, but thank god I had the brains to not fully port in my number. I have complained to their customer ********************** multiple times about how my port request is still with them and my number is stuck. I then get an email that said that it was cancelled. But I check with **** (my previous cell company) and they said Visible hasnt processed any cancellations and that the port in request is still with them. Why are they lying? Why do they feel that they have to lie? What kind of ******** are they playing here? And why cant they cancel my port in request? Why are they being so difficult?

  Business Response

  Date: 02/22/2023

  Response attached

• Initial Complaint

  Date:02/19/2023

  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 enrolled with Visible Internet/cell phone services almost a year ago. At first the service was amazing and then about three months after having the service I started to have problems I went from four bars to two bars and then no Internet on the weekends at all the only technical support they provide is Internet chat, and no troubleshooting would fix the problem. *** asked for a supervisor to call me back six times and have never received a call back from a supervisor. My Internet was so slow that my phone wouldnt do software updates even in town around towers. I had to take my phone into Best Buy and pay $40 just to use their Internet and update my phone. I asked them for a credit and they refused. I took my cell phone to another company and they said that I had next to no service on my phone from Visible. I have spent hours, days and weeks on online chat because they dont provide any call technical support, and I have never received a resolution and my service is continue to get worse, to the point where it doesnt work at all. They blamed my software update, which was resolved , they blamed my phone, which is not the case, because I have taken it in to have it looked at. The problem is is that they use ******* cell phone towers and Visible customers get D prioritized on these towers during peak times even so, during non-peak times I still have no service or next to no service. I have sent text messages to family and they havent received it for a week. I am exhausted. Spending my personal time going on to online chat visible cannot provide any solutions and their customer ********************** is horrible. I have been on chat today and had three reps drop the chat each time I have to start over and say the same information and go through the verification over and over again with no resolution to my problem. I was promised a supervisor would call me back for sure, that ever happened. I have asked for a credit to be applied to my account because and they refused. Wow

  Business Response

  Date: 02/27/2023

  Response attached

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19432905
  
  I am rejecting this response because: Complaint: 19432905
  
  I am rejecting this response because: this credit is an insult. If you read. have done for months regarding my poor quality service, you will see how many hours I have spent of my own personal time trying to get this issue resolved. I want my service fixed. The last few agents offered me a $15 credit if I got a new plan with your company. I want my service to work as you said it would in my area. I want to know what youre gonna do about my service and how youre going to fix this situation because its unacceptable that there are days I have no service at all. Its not my phone, its not my software, its your company and its services. And if you were going to refund money for all that Ive been put through with your tech support and then money being unable to help me and dropping the chats. All the time is ridiculous. I bought this service with a guarantee that it works in my area and Ive had nothing but problems since Ive had it. so I want to know why it doesnt work and why your tech people cant help me and how do we get this situation fixed? 
  
  Sincerely,
  
  ***********************
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/08/2023

  Visible advised all members as of last year that there are new plans where all members will have to upgrade in future. As mentioned in the complaint it was explained that Visible has new plans with better service and the request to have the customer update her plan was offered and explained in detail why its best that she switches to one of the new plans, which is a resolution to her current issue. As a courtesy Visible issued a credit in the amount of $15.00 no further credits will be issued. 

• Initial Complaint

  Date:02/19/2023

  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 had applied for service to get my number transferred so i could get the full benefits of Visible wireless was offering upon setting up the account on January 24th. The issue encountered was phone number port. At this time I was on their eSim network while I also had straight Talk Wireless. However it took Visible a whole 22 days to come to a conclusion that i had to re input the information. I did this and it took another 5 days for them to deny the phone port. During of which my main carrier was truly unlimited plan with straight talk which was still active. during this time frame I didn't use Visible's Network even though they claimed I had. I was charged January 24th for the amount of $30. i had gotten a sim card ordered through TextNow because they're better at phone porting because I've been with them before. if they was able to port my number no issue then I don't understand why it took visible nearly a whole month with the same information. The agent i had spoken to about the issue refused to issue a refund because simply i used the services. EVEN THOUGH I USED STRAIGHT TALK NOT VISIBLE. The agent was not very helpful and the bank denied the dispute even though i experienced false claims from Visible Wireless. The visible wireless number associated with the account was ****************

  Business Response

  Date: 02/22/2023

  Response attached

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19432116
  
  I am rejecting this response because: I had stated that the network was jointed service eSim and simcard between Straight Talk and Visible of which the agent was made aware of. My calls were all made on Straight Talk not Visible. And clearly the usages shows I didnt use any as well it says incoming outgoing (0), grantor there was a few thats had (1) but was literally a few seconds becasue yall got bad service in my area where I live which the agent was also aware of. And for that reason my main call service was selected for Straight Talk not Visible. If I had indeed used the service this would not been brought to the BBBs direct attention. Furthermore, and lastly I had used the same exact information provided to Visible with TextNow and my number ported with in 24hrs. Literally that same day **** claimed I had the wrong information. If my information wasnt correct during visible porting, then how did it transfer on TextNow now WITH *********** ? Yall just want to be greedy and not refund your customers when yall are in the wrong and not the customer? What happened to treat customers with respect and the fact no matter if customers are wrong, theyre always right? Yall need to work on your customer support. May I point out it took 22 days for Visible to come to a resolution of the issue? Also of which I had to pay another $10 just to re attempt the transfer before going to TextNow? What I dont get or understand is it took TextNow 24hrs with the same provided information? But didnt work on Visible? I can go on and on about this, but I highly encourage the refund to prevent further issues

  Yours Sincerely, *********************************

• Initial Complaint

  Date:02/19/2023

  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.

  Date of the transaction - 15th jan 2023 The amount of money you paid the business- $1211.66 What the business committed to provide you- Get a $200 virtual gift card And Get a pair of Apple AirPods Pro (2nd Generation) Earbuds worth $249 (plus tax).What the nature of the dispute is - On 15th jan 2023 I have purchased iphone 14 pro 256GB from visible which was coming with a promotion of "Get a $200 virtual gift card And Get a pair of Apple AirPods Pro (2nd Generation) Earbuds.". For this I need to be on visible line for 3 months. On 17th ***** ported to visible from my existing carrier which is a MVNO (ultra mobile) on ******** network and is parent ******* of *********** (which is listed under eligible port-in promotion list). 1st of all checked with visible before porting in to make sure i am eligible for the promotion and secondly Visible would know my port-in carrier is not eligible and should send pro-active reminders so that it can get fixed before 30days expiry of the offer. I also made 2 payments already. After 30 days window i received a text message saying that "Hi, Visible here. The Apple AirPods Pro (2nd Generation) Earbuds 2023 Fast Start has been removed from your order because there was not an eligible phone number port-in completed on your account within 30 days. If you feel this is an error please contact Visible Care." I was shocked to see this and immediately contacted customer support. To my surprise customer support staff were trained to Harrass people in these situations. Even after explaning the whole issue he was saying "sadly we cannot do anything". It felt like Visible intentionally wants their customer to miss the promotion and instead of helping they blame customers. I have never experience such harrassment. Visible is cheating customers on their face. Visible is running scam to fool customers. I felt cheated badly.Whether or not the business has tried to resolve the problem - No?Account/order/tracking number - #********

  Business Response

  Date: 02/21/2023

  Response attached

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19431018
  
  I am rejecting this response because:

  As I have mentioned in my complaint, Visible should have proactively reached out to its customer why they are intentionally wanting customer to miss the timeline. Also while porting number under the promotional offer they should have shown error at that point before proceeding further. They are running scam by not being clear to customer and wanting them to miss their terms and conditions. It is absolute harrassment how they are using their policies gaps by not providing intuitive experience to their customers.

   

  I have paid the full amount at the beginning and I have already paid 2 monthly bills.

   

  **** most importantly if they have informed me i would have taken action to avoid this. My question to them why they did not tell me at the time of porting ? Why now they are harrassing me by going through this trouble. 

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

• Initial Complaint

  Date:02/18/2023

  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.

  Yesterday I paid for my visible's second month of service but I had issues fixing the esim or reverting back to physical sim and my promo didn't apply. Finally I decided to cancel but the customer ********************** person kept coming up with excuses as to why they wouldn't refund any of the purchase. Plus I have the chats complete transcript. I consider it to be a long unhelpful chat.

  Business Response

  Date: 02/21/2023

  Response attached

• Initial Complaint

  Date:02/18/2023

  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.

  Was forced into a upgraded sim card for the new network with visible. Then after not wanting to change to begin with they have the nerve to charge me **** to activate new sim . 1st chat support agent promised me I would not have too pay the **** fee once my new sim arrived . Well sim arrived i insert in phone pull up chat support and ... Round 1 here we go the agent i connected with refused to waive the 5 bux then investigated previous chats like I was a criminal under investigation for killing someone . Then she proceeded to lie to me, twice she refused a supervisor escalation request . I spent my whole lunch break being investigated which this agent actually said the word investigation. I ended up just disconnecting due to time restrictions of being on my lunch break. No phone activation no lunch lied two investigated and refused an escalation request for a supervisor 2xs . Over **** dollars . Both agent should be looking for new jobs not lying to customers and treating them like pond scum .

  Business Response

  Date: 02/21/2023

  Response attached