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:11/27/2022

  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 joined the service being told I have 30 days to make the purchase of a new device after activation of my line to receive 200$ amazon gift card and wireless beats earbuds. I made the purchase of a 1200$ iPhone 14 pro *** to receive the 400$ in eligible rewards. Im now being told that I can only receive 50$ back. I asked for a copy of the chat log with the representative that I had prior to making the device purchase where he clarified and validated that Id be eligible for these rewards and they wont ***** me them. Even though the representative can supposedly look back on them. I offered to return the iPhone since I cant receive the promised rewards and they told me I cant do that either

  Business Response

  Date: 12/01/2022

  Response attached

• Initial Complaint

  Date:11/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account number with ******************** is #************. I have had an ongoing issue, which they internally have labeled as Issue #********. I have been paying for phone service since 2020, most recently paying $25 for on November 26, 2022, for service (charged November 24, 2022; payment made November 26, 2022). The service I was promised was *************** ******************* On November 25, I replaced my former iPhone 14 Pro with another iPhone 14 Pro at the Apple Store. Visible, through customer ********************** chat, has said on November 25 that it is having trouble recognizing the **** of my new device and thus has not been able to activate my eSIM. I was promised that the issue was escalated and that staff will email me by 4 p.m. on November 26. I received no such email on November 26. I had more than 6 chats with Visible on the website and ******** about half of which lead to dropped chats (agents basically close the chat with no solution), and the other half just saying the issue is being looked into. It takes 2 hours on average for me to be able to reach a live agent for those chats. It is Thanksgiving weekend, I am unable to use my phone, and I am unable to even activate my Apple account because it requires 2-factor authentication. I have conveyed the urgency of the situation to Visible but they have shown no clear solution but to keep pushing their self-imposed 24-hour deadlines. All this weekend, Ive been stuck borrowing Wifi from public restaurants and neighbors and using a loaner laptop to chat with agents and try to address the issue. They are saying the technical problem can be solved but that they need more time, and they keep extending their self-promised deadlines. In addition to fixing the issue ASAP, I'd appreciate a partial refund for the loss of service to my phone. Attached screen grabs are examples of my desperate chats.

  Business Response

  Date: 11/30/2022

  Response attached

  Customer Answer

  Date: 11/30/2022

   
  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:11/27/2022

  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.

  Trying to sign up as a new customer and purchase a new phone....nothing but problems. Promotions being offered that can not be redeemed. Website issue is down. Errors when processing payment. This is all bad business practices and not operating in good faith. Customer ********************** is useless and says it is an internet issue on my side, yet I am able to go on any other site without problems. The only site I am having an issue with is Visible. My bank says there is there nothing wrong with my card, yet the site is having issues. I am utterly baffled this company is a business.

  Business Response

  Date: 12/01/2022

  Response attached

• Initial Complaint

  Date:11/26/2022

  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.

  A few years back received a phone from this company in trade of my old good working phone to begin service and business with them. All of a sudden on 11/18/2022 my service would no longer allow me to receive or make phone calls or texts, while the internet still worked. For over a week I have spent countless hours trying to find help within the companies "care team" only to be given the "run around" time and time again. It took 4 days for someone to finally tell me that the phone the company provided me with is no longer compatible with the service. During the week and counting I have spent trying to receive help, I had a family member die and could not speak to or text any of my family members. It was also Thanksgiving week and could not communicate to anyone. I have been "escalated" to Visible's support team multiple times only to receive an email telling me I had to go chat with a team member again for more information. Mind you, it can take hours to reach someone in one of these chats. It has taken over a day and longer a few times as well. This situation is still ongoing and I have spent countless hours trying to come to a resolution with them.

  Business Response

  Date: 11/30/2022

  Response attached

• Initial Complaint

  Date:11/26/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched my cell service to Visible on 10/26, 2022. Took 4 days and 8 hrs on phone to get service due to a glitch on their end. Anyway, as an incentive they also were offering a $50 Choose Your Own Gift Card on them after you pay your third month. I still have the email. Then today I get an email saying sorry, that offer was no longer available even though they emailed me the offer on Oct 26 the day it was all set up. I hope they are not doing this to everyone and getting away with it.

  Business Response

  Date: 11/29/2022

  Response Attached

  Customer Answer

  Date: 11/30/2022

   
  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:11/26/2022

  Type:Order 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 signed up on the visible website to start cell phone service and also through their website purchased a new Ihpone 14 under a payment plan in addition to an apple watch 8. Both devices were delivered to my residence this week. Visible informed me at sign up I would be assigned a new number but thereafter would be able to transfer my old number to the new device that was delivered. I initially attempted to do this through the app but continually received error messages and was unable to effect the transfer of my number. I solicited support from their website chat support service. I exchanged a brief chat conversation to describe my issue however the chat was disconnected and the website would subsequently not load. Each day I have only been able to load their webpage once and then receive error messages the remainder of the day and am completely unable to connect with Visible customer support. I have had to resort to posting on their ******** page as they solicit direct messages through that platform as well to resolve issues but I have not received a response through their ******** page or messaging service either. I am unable to load the app reliably more than once per day and therefore am unable to cancel my service. They do not offer telephone support for a live verbal conversation. As of now I have no way to appropriately return the new devices I have purchased.

  Business Response

  Date: 11/30/2022

  Response Attached

  Customer Answer

  Date: 12/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, it is accurate that they have on the above dates communicated by email regarding refunds issued.  In regards to the interactions I was able to accomplish with Visible staff this was only successful through ******** messaging intermittently prior to filing a BBB complaint, and throughout I was referred to the app text messaging platform which I had repeatedly reported as non functional.  Visible has emphasized in subsequent communications that device returns are only accepted if received by them no later than 14 days after original shipment.  I started ******** messenger communications with visible on the morning of Saturday the 26th and as of Sunday evening at 5:15 p.m. visible staff communicated the following "Hello there friend! We are sorry to keep you waiting! We want to inform you that we are still here working to solve your case number. As we understand that this is important to you, we will make sure to treat it with a sense of urgency. Were waiting for the engineering department to come up with a resolution, as soon as thats done, well be up in no time. We appreciate your time and understanding, have a great day! *Luiza"  Due to an ineffective communication platform on the visible app and website this caused undue pressure on meeting the timeline required.  I would respectfully ask and recommend that they suspend their 14 day return policy until they are able to offer customers a responsible and effective communication platform. It is apparent there is internal dysfunction within the company as evidenced by their above quoted response.  I do like the idea of the service visible advertised and would reconsider in the future should these issues be resolved effectively.   
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/25/2022

  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 using Visible as my cell service provider for about four months. The service has become steadily more and more unreliable. I am no longer confident in my ability to make phone calls and send and receive texts. Internet is either very slow or none-existent. I want to transfer my number to another service and cancel my account; however, neither are possible through the website or app when they actually work. I am trapped with this company. Visible is a scam and should be shut down.

  Business Response

  Date: 11/29/2022

  Response attached

  Customer Answer

  Date: 11/29/2022

   
  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:11/25/2022

  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 refuse to unlock my phone after 60 days I activated my phone and visible wireless service.

  Business Response

  Date: 11/29/2022

  Response attached

• Initial Complaint

  Date:11/25/2022

  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.

  Visible's chat-only technical support is unwilling and unable to unlock my iPhone 14 Pro *** for which I paid full-price, $1199 on Sep 17. I had carefully studied the terms of Visible's "automatic" unlocking of iPhones after 60 days, not because I intended to cancel my Visible service, but because I wanted to maintain Visible's service along with a second e-sim line from another carrier that I use for business. I am a paying customer, have maintained daily ********************** for longer than 60 days, and for the first two months had flawless service. That is, until Friday, Nov 18. when Visible implemented a new two-factor authentication on its app that required a confirmation *** text to go the the number on record with the account. When I logged in to check on my account that day, the security protocol sent a text to the original random number Visible assigned me when I signed up, not the number that I had ported in. Since that original number was defunct, I of course couldn't log in on the Visible app, nor on my computer or any other device. Which means I was effectively locked out of my account.I contacted support and was on their chat line on and off nearly all day on Nov 18, and they had great difficulty trying to fix the number discrepancy. They "re-downloaded" an e-sim at least three times, and the support advisor instructed me to delete my e-sim, which I was reluctant to do but finally agreed. After I deleted it, everything stopped working. Finally after an escalation and a 26 hour service outage, they removed the *** authentication requirement for my account and I was able to get back into the app, download my e-sim, and service was restored on Nov. 19.But this reset my "automatic unlocking" and after many hours with support, they refuse to unlock my $1199 phone. Worse, they seemed to insinuate that I was doing something untoward and insisted that I was a new customer, claiming I had activated on Nov 19, the day they "fixed" my account glitch.

  Business Response

  Date: 12/02/2022

  Response attached

  Customer Answer

  Date: 12/02/2022

   
  Better Business Bureau:
  
  

  The business has finally unlocked my phone as promised, but the lack of accountability for their error remains.  I had been told several times it was impossible and it took a BBB complaint for it to get fixed.   I should not have to spend many hours on their opaque text-only customer support to get satisfaction. 

• Initial Complaint

  Date:11/24/2022

  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 switched cellular service from ******* to Visible, including the purchase/finance of a new iPhone. The phone was defunct upon receipt, no one at visible could fix the issue and told me to mail the phone back for a refund. I did so well within the 2 week return period. After being charged for the purchase of the phone for the first month, I inquired with visible as to why I was charged for the phone that I returned (they acknowledged receipt of the phone) only to be told via email: Hello, *****! Im Nicoleta, with the Visible Specialty Team.I am reaching out to let you know that your refund request was denied. After reviewing the information provided, you did not qualify for a refund. No further consideration will be given to this request, as all decisions are final. If you need any further assistance with your Visible service, please tweet @VisibleCare, tap Help in the app, chat via the website or send us a message on the Visible ***************** or Instagram pages. Reference [#********].I am now on the hook for $50 a month for a $1000+ phone that does not work and is no longer in my possession. I cannot get ahold of visible any longer to even get an explanation.

  Business Response

  Date: 11/30/2022

  Response Attached

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18460743
  
  I am rejecting this response because: please see attached responsive correspondence.
  
  Sincerely,
  
  *******************, Attorney and Counselor at Law.

  Business Response

  Date: 12/08/2022

  Refund is denied due to the member sending back a completely different phone. An investigation was done and based on the return label generated, Visible did not receive the device expected.
  

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18460743
  
  I am rejecting this response because: I have neither received a refund nor the phone in question back. If the company does not wish to provide me with a refund for the Iphone ************************************************************************************* It is apparent that there was an error on the part of Visible in receiving my phone for return/refund and that they are insistent that I am in the wrong. I can assure you I returned the phone I purchased from Visible. Again, if Visible does not want to issue me a refund then the phone in question needs to be returned as they have been unjustly enriched. Please see attached correspondence from me. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/05/2023

  Visible has conducted a thorough investigation into the device received in the warehouse, and the device showing returned is not the same IMEI for the iPhone 14 Pro ***** was to return. Due to Visible not receiving the correct device, the refund is being denied.

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18460743
  
  I am rejecting this response because: if a refund will not be provided, the device (that ******************** alleges was not the device I purchased) should at least be returned to me.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/23/2023

  Visible has conducted thorough investigations multiple times to confirm the device that was received by the warehouse. The device that was received was not the **** Visible was expecting to be returned, which was the iPhone 14 Pro. Each device has a unique ****, and the one showing as received is not for the iPhone 14 Pro. *************** need to file a complaint with the carrier to seek a refund. 

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18460743
  
  I am rejecting this response because: At the very least, the phone that Visible alleges is not the phone I purchased through them should be returned. I would like the phone they have in their possession to be returned to me.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/07/2023

  The loan for the iPhone has been canceled and an email and a voicemail have been left to inform the member that the issue is resolved. 

  Customer Answer

  Date: 02/14/2023

   
  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,
  
  *******************