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:02/17/2023

  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 signed up for Visible and ordered a *** card with the 15OFF12 promotion, there was a robbery of the ***** truck and they cancelled the package.I contacted support and told them that I haven't received my *** card and they told me it was cancelled by ***** to order a new one but I would lose out on the promotion because it has expired. I asked them to honor the promotion because it was out of my control.The representative contacted "high support" and the supervisor told me to place the new *** order and once it was activated to contact support again with case reference id ******** and they would apply the promotion.When I received the *** card I contacted support, explaining to them again the problem and referencing the case number. They told me that since the promotion is expired they cannot add it to the account.I informed them that it was already approved by the supervisor, since the ***** issue was out of my control, and just needed to be added to my account. This was denied.It should also be noted that the terms of the promotion says "If youre a new member receiving a promotion that requires a port-in, you must complete that port-in within 30 days of your purchase to receive your promotion." and I am within the 30 day period.

  Business Response

  Date: 02/22/2023

  Response Attached

  Customer Answer

  Date: 02/25/2023

  A new sim card is being sent to me, I will update after the problem is resolved.

• Initial Complaint

  Date:02/17/2023

  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.

  My iPhone 14 Pro is eligible to be unlocked. I would like Visible to unlock the phone immediately.Account #************

  Business Response

  Date: 02/21/2023

  Response attached

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19425235
  
  I am rejecting this response because: Changing a phone number does not change the activation date. This is ridiculous. I demand that Visible unlock my phone on Feb 28.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This will probably be the last time i'll try to contacting visible. I bought an iPhone 14 pro *** from visible through a referral from a friend, and i bought the phone because of the offers they had running on their website. The offer was that i would get a $300 amazon gift card and a set of beats earphones once i port in from one of their supported carrier list(Boost Mobile) and pay for 3 months. I was later told by the same friend that they had issues claiming the promotion and had to resort to a bbb complaint, and i unfortunately here i am. As soon as i bought the phone, i made sure to setup up autopay with my debit card since i was about to leave the US for an urgency. Post the first payment, i have had numerous issues with autopay with visible. Every month, I would receive emails from visible saying that my payment was due by midnight that day indicating autopay was of no use. I had to check my email every month just to make sure i was still running fine with them, despite setting up autopay and having more than enough balance to cover the payments. Now comes the malicious part, where they not only did not port in my number, but also 1. Made me pay $60 for the two months with my old carrier 2. Denied honoring any promotion.After i got my phone, within a week i made sure i port out of boost mobile and port in with visible. I went through the whole process on the app, filling in all the info required and was told that it should get done in 24-48hrs. I had to leave the US 2 days later so i didn't check on it and it seems like my number was never ported(boost says visible declined the request), and i was charged both by visible and boost for it. I was never sent any email/message about the port in failing but i guess that is to be expected with a company with horrendous customer **********************. I have been in talks with their chat support for about a week now and everyone i have talked to seems lost. I am looking to receive the promised gift card and the earphones.

  Business Response

  Date: 02/17/2023

  Response Attached

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19420030
  
  I am rejecting this response because:

  This is a great response because boost doesn't have any info about it and they kept on charging my card, and visible now also says that they dont have any record for it either. There was infact no communication with visible support, as mentioned in the complaint, as i followed the process of porting in in the app which required no interaction with the customer support. It clearly showed that it was in process and would take a few hours. As for the exact date, i was able to figure out that i applied for the port in on December 4 and my number was/is **********.  
  Sincerely,
  
  ********************

  Business Response

  Date: 02/23/2023

  Based on the information the member provided, the number listed in the rejection is not the number listed on the Visible account. The member was being charged by both carriers because the number ******* stated was the port number, was still active on Boost Mobile's network, and a different phone number is listed on the Visible account. Due to the port not being completed, the member does not qualify for the promotions.

  Customer Answer

  Date: 03/05/2023

   
  Complaint: 19420030
  
  I am rejecting this response because:

  It obviously remained active on boost since the port out never completed. You're reiterating the exact complaint i made verbatim. The port not going through was exactly the issue with visible, with no communication regarding it. I'm not looking to explain the whole issue 10 times, i only have an option of a chargeback if this is not honored. 
  Sincerely,
  
  ********************

  Business Response

  Date: 03/10/2023

  Due to the number not being ported as outlined in the promotion, which states: New members purchase a qualifying device, port in their mobile device number from an eligible carrier, and make three monthly service payments, Roldaoh does not meet the requirements for the promotions and at this time, Visible is not able to honor the promotions. Promotions, and their related requirements, are always available to be viewed at *********************************************.

• Initial Complaint

  Date:02/16/2023

  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 a longtime Visible customer. I have been on a 4G phone the whole time. They have been pressuring me to switch plans from the Visible Unlimited Plan to the other 2 active plans they have now. I like ******** phones, so do some homework find the phone I want. I get on chat and wait to talk to someone. Finally get a rep named ****. I ask him about upgrading phones. I ask him if I can buy the phone from ******** directly he said "Yes you may purchase the phone directly from ********." I have saved all transcripts.I contact ******** and talk to a live agent who confirmed "Yes our unlocked phones will work with Visible wireless."I order the ************* 5G 2022 on 01/03/2023. I receive the phone a couple of days later, install the *** from my 4G phone. I'm happy until I noticed the Hotspot doesn't work. Go back on the website and find out the New Phone is NOT compatible. So I try the **** number of my old phone purchased from Visible it also says NOT compatible.Today I get an email saying:Network Upgrade Required to improve your service.Hi *******,Were moving our valued members (thats you!) onto our upgraded network. Its faster and more reliable. So youll have all the unlimited data you have now, but with improved performance. Still $25/mo, ************ included. The link puts me into a loop of I can't upgrade because my phone is not compatible. They sell the same unlocked phone that I bought with less Ram and less storage.I go back Visible website but didn't log in. I acted like a new customer. The digital assistant "Connai" now says my phone IS compatible. I chat with a rep he confirms it IS compatible. I log in this morning and they say it's NOT compatible. So if I'm a new customer it's compatible. Existing customer it's not.I feel like I wasted $ and I am being forced to overpay for lesser phone. If I trade my new phone in it's a downgrade and I owe $. Customer ********************** is horrible.I have saved screen shots and transcripts.

  Business Response

  Date: 02/22/2023

  Response Attached

• Initial Complaint

  Date:02/16/2023

  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.

  The promotion they advertise it a complete scam. They advertised a $100 promotional gift card if you transfer to visible and use their service for 3 months. I did that however, the gift card they send has an expiration date of 3 months. As soon as you try to use it they will continuously block it due to "fraudulent activity" and after 3 months of never being able to use it, it will the thru date and instead of issuing a new card, they say "the funds are gone."This is clearly false advertising and scam and they never had any intention of honoring this promotion. If you try to call the number on the phone they will transfer you to a disconnected number, and once you do get a hold of someone, they will say contact visible. Visible will play dumb and act like they never issued you the card.

  Business Response

  Date: 02/17/2023

  Response Attached

• Initial Complaint

  Date:02/16/2023

  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.

  Account email ************************** Name: ************************* ******, Number: **************.I bought an iPhone 14 ************* purple from Visible that I paid in full the 29th of November of 2022. I will attach the invoice. They promised to bring the phone and give me a $300 gift card. They mention that the phones are unlocked and I had to travel overseas. However, the phone arrived late with a broken box so they blacklisted in the meantime because the phone was supposed to have arrived on the 1st of December of 2022. And it didn't get to me until the 16th of December. That day I had some issues to connect the phone and I opened a ticket with them to activate the phone. ***** a chat representative of visible told me that she would get the phone unlocked on the 16th of December 2022. However, someone else told me that I had to wait 60 days for my phone to be unlocked. I asked again 4 days ago the 12th of February 2023 to get it unlocked after waiting for 2 months and paying for 3 months of service. They said that the phone wasn't active and that I have to pay another 3 months of service and wait another 60 days to get it unlocked. Also, they revoke my gift card. Clearly they are scamming people so you think you can get an iPhone on a discount and then taking away the discount and not allowing you to use your phone with another service provider for at least 6 months. Therefore, I actually paid $140 than on the Apple store and the iPhone is still not unlocked.

  Business Response

  Date: 02/16/2023

  Response attahced

• Initial Complaint

  Date:02/16/2023

  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 bought an iPhone 14 ************* putple from Visible that I paid in full the 29th of November of 2022. I will attach the invoice. They promised to bring the phone and give me a $300 gift card. They mention that the phones are unlocked and I had to travel overseas. However, the phone arrived late with a broken box so they blacklisted in the meantime because the phone was supposed to have arrived on the 1st of December of 2022. And it didn't get to me until the 16th of December. That day I had some issues to connect the phone and I opened a ticket with them to activate the phone. ***** a chat representative of visible told me that she would get the phone unlocked on the 16th of December 2022. However, someone else told me that I had to wait 60 days for my phone to be unlocked. I asked again 4 days ago the 12th of February 2023 to get it unlocked after waiting for 2 months and paying for 3 months of service. They said that the phone wasn't active and that I have to pay another 3 months of service and wait an extra 60 days. On top of that they won't give me the giftcard for $300. They are clearly trying to scam customers by thinking you can have a $300 discount on an iPhone and then revoking the discount plus making you pay as many months as they want since your phone won't work with any other company and they won't unlock it even asking for it and after paying it in full.

  Business Response

  Date: 02/16/2023

  This member created another complaint 19415491 however providing a different phone number, email address, and adding an additional name. Response attached

• Initial Complaint

  Date:02/15/2023

  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.

  According to the Visible unlock policy, I can unlock the device after 60 days of activation. I activated the device on Nov 27 and paid $10 for the first month, the second month on Dec 26, and the third month on Jan 26. I found that the device was still locked on Feb 6. I contacted visible to unlock my device, but ********************** refused me because my device had not been activated for more than 60 days. I was confused why I paid the monthly fee for three months and it was still not activated, I tried to contact visible again and visible said it was the final decision. Attached are my visible monthly fee receipts and credit card transactions.

  Business Response

  Date: 02/16/2023

  Response attached

• Initial Complaint

  Date:02/14/2023

  Type:Billing 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 signed up for Visible on November 17, 2022. This company has blatantly defrauded me. They never honored the promotion of 3 months for a total of $45 which is $15/month (as per the code I entered at checkout). Instead they have kept charging me $45 per month. I want this promotion to be honored immediately and all overcharges refunded. There's more. To add insult to injury... From November 17th to February 1 they have charged me four (4) months at $45/month from my banks ccount. How can they be charging me 4 months for a service period of 2.5 months (Nov. 17 to Feb. 1). Moreover, they fraudulently changed my due date. Instead of being due on February 17th, they disconnected my line on February 1st and asked for payment. How can they disconnect me if they defrauded me by charging my bank account almost 2 billing cycles in advance. Moreover, the app is filled with bugs and when they disconnected me on February 1st the app kept saying overdue since December 17th which is impossible because I made a payment on December 17th and they fraudulently charged my card again on January 1. This company is a total thief. I will *** them and file a complaint with the *** and FTC if this is not resolved immediately!

  Business Response

  Date: 02/20/2023

  Response Attached

• Initial Complaint

  Date:02/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visible Wireless is wireless cellular communication company under ******* Wireless. They offer an upgrade program where if you finance your phone through affirm, after the loan i paid off 50%, they will buyback your current phone and pay off the loan if you "upgrade" and purchase a new phone through affirm once again.see details here --> ************************************************************ As of December 2022 my loan has been paid off 50% and yet they will not offer me the ability to upgrade. I have been dealing with their tech support via chat and email for 2 months now and they have still not resolved the problem. They do not offer a phone number to speak with anyone in person.As of today (2/14/2023) my loan for my phone i'm trying to trade in is now paid 59% according to visible's records with a balance of $269.10 remaining.HOWEVER as of December when my loan was 50% paid off my loan balance was $323.98 - this is important because the longer they stall me, the more money I pay on this loan and the less they will have to pay to honor their "upgrade program".Also the phone that I want to upgrade is on sale at 30% and the sale is over in 2 days. Regular price is $1000 and on sale for $700 see details here --> ***********************************************************************************************

  Business Response

  Date: 02/20/2023

  Response Attached

  Customer Answer

  Date: 02/20/2023

   
  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,
  
  *********************