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:02/08/2023

  Type:Delivery 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 had initially placed an order for transferring my line from Sprint/Tmobile, and Visible sent a SIM card in the mail, but that was delayed for 9 days, so I had requested Visible to cancel the port request; however, ******* says the port is still active, and my line remains "in limbo" with ******* and Visible keeps claiming the order and port request was cancelled. ******* tells me that is not true. Therefore, my phone number remains messed up, and people cannot text me or reach me because of this serious issue, and no one from Visible is willing to talk to me to help me through it to fix it. I've tried several times, and spent over 8 hours of my time, and no resolution of the matter.

  Business Response

  Date: 02/10/2023

  Response attached

  Customer Answer

  Date: 02/10/2023

   
  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:02/08/2023

  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 offers a referral program that gives $20 for each new subscribers. I referred someone that joined last summer. Every month I would check to see if my referral credit would show up in my account. I confirmed that the person I referred is still with Visible and has never been late with their bill. I contacted Visible via chat (the only way you can contact someone) and they said I should have contacted them sooner and that since it's more than 30 days, I will not be receiving any referral credit.So because their system did not work properly, it is somehow my fault. Tell me this doesn't sound like a scam.

  Business Response

  Date: 02/09/2023

  Response attached

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19366688
  
  I am rejecting this response because: I requested a refund. I do not wish to stay with Visible.  They can refund my last payment from last week and allow me to resubmit with the credit.

  Under the referral screen, it shows the person I referred and a status of "No credit earned".  Above, it give an explanation "Track who's taken you up on your referral offer and who has yet to respond. You'll see "No credit earned" if a referral hasn't activated their service or if you've reached your *** of 12 credits. All referrals need to sign up AND be active Visible members for you to earn credit."

  Their system never changed the status and I only referred one person so I was not ***ed out.  I still don't understand how they are blaming me when their system does not work properly.

  I would also like to note that ever since their system was hacked, they have had continuous issues.  For example, my email address is correct, but I no longer receive any email.  Once, my service stopped working.  When I logged into my account, I was surprised to find out my bill was overdue. I had no idea because I never received a bill.  I informed them of this and they stated it's working properly.  It still does not, so I had to set up a monthly reminder when the bill is due.

  Another example would be when I contacted customer **********************.  She said she needed to verify my account by sending me a text.  No text message was received.  She said she will send an email, but no email was received.  So I was not able to continue and she would not transfer me to a manager.  I have had no other issues with receiving texts or email and it is not in my junk/spam folder.  Chat is the only way to contact anyone so you can see the issues.

   

  Sincerely,
  

  D ***

  Customer Answer

  Date: 02/15/2023

  *******

  Business Response

  Date: 02/21/2023

   As mentioned in the initial complaint the member was seeking her referral credit. No refund will be provided for a referral credit.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19366688
  
  I am rejecting this response because I am asking for a refund of my last payment. That way, I can apply the referral credit, which should have happened automatically if their system was working properly.
  
  Sincerely,
  
  *************

  Business Response

  Date: 03/01/2023

  Due to the amount of usage on the account Visible is unable to refund your last monthly service payment.

• Initial Complaint

  Date:02/08/2023

  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.

  There is a 14 day return policy on the phone I purchased. I reached out to Visable on day 14. They did not respond to me until the following day and said I was a day too late.

  Business Response

  Date: 02/09/2023

  Response attached

• Initial Complaint

  Date:02/07/2023

  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.

  Visible is a wireless company under Verizon.I started to use their service since Nov. 24th 2022. I transferred my phone number to their service and purchased to an iPhone SE 2022 with an order number ********, device IMEI ********************** I made the purchase, they told me if you use their service for 60 days, the iPhone I purchased on their website would be unlocked and I can switch it to any carrier. However, I have paid 3 months of the services, and have been using it for more than 60 days, the iPhone is still carrier locked. Talked to their customer ********************** and they said they couldn't unlock it and I would need to have to pay for 60 days. Now my iPhone is still carrier locked, I am not able to switch it to another carrier and I cannot afford this expensive plan for 60 days.Desired solution:-unlock my phone -refund my phone- $354.66 -and promos or adjust my plan bill so I can keep using it for another 60 days.

  Business Response

  Date: 02/09/2023

  Response attached

• Initial Complaint

  Date:02/05/2023

  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.

  Customers should be aware of Visible's inconsistent customer ********************** and loopholes with their advertised promo discounts to get customers to switch and then Visible will not honor the promo discount.On January 6, 2023, I contacted Visible to ask questions about switching to Visible phone service and a Visible promotion called 15OFF12. The Visible representative helped me setup a Visible account and active Visible service and Visible said they would port in my current phone number and apply the 15OFF12 promo to my account. Visible said all I needed to do was give them my cell phone provider account number and a transfer PIN provided by my current provider. I gave them the information, but they never applied the promo discount 15OFF12 to my account, because Visible would not port in my phone number. My friend had the EXACT same experience with Visible wherein Visible would not port in there phone number to avoid honoring their advertised promo discount 15OFF12. My friend escalated the issue with Visible and Visible finally applied the 15OFF12 promo to their account. I was in a chat with Visible today, February 5, 2023, for an hour and a half and they refused to honor their advertised promo discount for my account using the excuse of not porting in my phone number. The failure to port in my phone number was Visible's issue and not mine. With the exact same situation with my friend's Visible account, they applied the promo discount to my friend's account.

  Business Response

  Date: 02/07/2023

  Response attached

• Initial Complaint

  Date:02/05/2023

  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.

  Subject Visible Account# #************ Im filing this complaint because Visible refuses to issue me a redemption code so Im able to obtain the virtual $50 gift card promotion stated on the Visible confirmation on August 21,2022 when I started service.

  Business Response

  Date: 02/07/2023

  Response attached

• Initial Complaint

  Date:02/04/2023

  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 wireless compatibility check system on the web site appears to be biased to allow phone purchased from them but not allow the same phone to be ported to the carrier if purchased from another source. If you check their forums there are many complaints about this issue. After checking the visible web site I purchased a phone model and manufacture they sell from BestBuy and activated it on ******* to keep my old number. I then tried to activate the phone on visible wireless which operates on ******* and the web site showed it to not be compatible. I then attempted to use their chat and put in the **** for my phone when prompted by "Connai" robot chat system. It said I my phone was compatible and did I want to order a SIM. It then gave me a link which took me back to the same web site. The site again says it is not compatible. As this is a new phone to me it is in fact not a new model it is a 2021 version of the moto g Stylus 5G. I then contacted the customer support and had them open a "case" ticket as it seems that the databases used are not correct. All I got back the next morning was an email that the database was correct. Again the visible forums show several cases where work arounds were used to get a SIM card and the phones do work on the network. This appears to be a business practice to force customers to purchase a phone via visible which negates the benefits of switching to the low cost service.

  Business Response

  Date: 02/08/2023

  Thank you for referring the complaint by ******************* to Visible for review. We appreciate this matter being brought to our attention. As of today there are no records listed in the system for this customer.  As mentioned by the chat agent, the system is correct. If the system states that the device is incompatible, then that device will not work/or the member will continue to have service issues with the Visible network. While Visible is part of ******** we are our own separate company, so what may work for ******* doesn't necessarily mean that it will work for Visible. Visible has no way of being biased and wouldn't based upon devices and is not forcing anyone to make a purchase. If you have a device that is compatible with the system, we will be glad to provide service. 
  
  
  
  

• Initial Complaint

  Date:02/03/2023

  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 attempting to switch from ******* to Visible. Today my number was ported to Visible with the switch of my SIM cards. Now I have no service and no phone and have contacted them over four times for ****************. Still no service.

  Business Response

  Date: 02/14/2023

  Response attached

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19331665
  
  I am rejecting this response because: I was never able to activate service with the bring your own phone option to Visible by ******* and I have moved to another Carrier.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/03/2023

  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 established a Visible account on 12-Oct-2022, and ordered a *** the same day.I received the *** the next day, and then, activated and paid my 1st months service 14-Oct-2022.I documented the $300 Amazon gift card promotion offered on Visibles secure website via screenshots for both the large banner ad, and the detailed disclosure page on the day I signed-up: 12-Oct-2022.14-Jan-2023 I paid my 4th months service after maintaining service for 3-months as stipulated in the terms of disclosure statement, and met all other requirements to qualify for the gift card:1. I was a new customer 2. Brought my own device as permitted in the clear language of the disclosure.3. Ported my existing phone number from an eligible carrier (ATT Prepaid) within 30 days of transaction.4. Completed 3 months of service with Visible.23-Jan-2023 I connected to Live Chat to check the status of my gift card, and provided both photo screenshots to document promotion, and ICloud links to photo sharing for a clearer close-up of screenshots and metadata; however, Chat agent stated they could not open links for security reasons and suggested I try Visibles FB or ******* customer ********************** accounts, and ignored the photo screenshots available.I received inconsistent explanations of promotions offered at time of sign-up, but the common denominator was that I was required to purchase a device from ********************. Again, totally stonewalling the screenshot evidence provided,I signed-up for a ******* account 24-Jan ******************** order to pursue this issue only to encounter the same stonewalling tactics.When pressed about my screenshots Visibles final response:Yes, we got ita device had to be purchased for that offer.They also said that was a spelling mistake and we can't provide the promotion in this situation. *LGBAbsolutely ABSURD! The alleged spelling mistake was the phrase or bring their own!I expect Visible to honor the promotion as advertised!(screenshots uploaded)

  Customer Answer

  Date: 02/06/2023

  Your complaint case number is 18893610
  
  Ive tried multiple times to upload screenshot photos as evidence critical to my claim, however, could not get confirmation of a successful upload.
  
  Im trying your e-mail provided in my confirmation email from the BBB to submit the screenshots:
  

  
  

  Business Response

  Date: 02/07/2023

  Response attached

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18893610
  
  I am rejecting this response because:

  I would definitely like to keep my complaint open if the opportunity exist to press Visible to address their advertised claim. 

   

  Although Visible resolved my individual complaint by begrudgingly issuing the promotional gift card citing the screenshot evidence I provided, they still have not rectified the ongoing misunderstandings  with new customers concerning their advertised promotions.

   

  A simple, straight forward solution would be sending new customers a confirmation email containing the Offer disclosure statement documenting the promotion applicable at the time of sign up.

   

  A review of @visiblecare ******* feed and the complaints posted on the BBB website indicates ongoing issues with Visible simply not honoring their advertised promotion for bogus reasons, even after screenshot evidence is provided.

   

  Thank you for the follow up email providing me the opportunity for further response from Visible. 

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

  Business Response

  Date: 02/16/2023

  This matter is resolved and BBB please close the case on your end. 

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18893610
  
  I am rejecting this response because:

  Although I did receive the $300 promotional gift card as the result of filing a complaint with the BBB, Visible has yet to correct the core issue of running FRAUDULENT promotional campaigns. I submitted proof obtained straight from Visibles website; however, they still deny the clear language of the offer disclosure statement by simply restating their position that a devise purchase was required for the promotion. I would request they provide internal documentation to prove their position.

  Also, they failed to respond to the suggestion that a simple confirmation e-mail sent to new customers listing the terms and conditions of the promotion in effect at the time of signup would resolve the ongoing confusion with new customers. After over five years running such promotional campaigns they still fail to provide new customers clear documentation of the applicable promotion for record. Had I not thought to capture the offer disclosure via screenshots I would have had no documentation to pursue a complaint. Even after providing the screenshots to Visible they still denied the promotion.

  Finally, I am not a rare exception as many complaints through the BBB as well as @visiblecare on ******* address the same issue.

   

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

  Business Response

  Date: 02/27/2023

  As mentioned by the chat agent as well in the BBB response, Visible apologized for the error. Due to an error on our part, the situation was rectified. BBB moving forward, please close this case as no further action is needed or will occur nor did any fraud occur. 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 18893610
  
  I am rejecting this response because:

   

  Yet another lie by Visible. Obviously, if Chat agent apologized for the error they would have not refused to honor the advertised promotion. Furthermore, Visible restated their position that the promotion required a devise purchase in their initial response to my BBB complaint-hardly, an apology for an error. For what its worth, I have filed a complaint with the *** to document Visibles FRAUDULENT marketing practices.

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

• Initial Complaint

  Date:02/03/2023

  Type:Delivery 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.

  after i changed my phone number with visible screenshot proof of them taunting me and not helping me restore service after 3 long days freezing and stranded i follow all prompts they dont restore service they owe me a credit and failed to update my home address and failed to verify me after several attempts more hurtful then helpful telling me lies about email sent lying about order numbers violation of my privacy and trying to blame apple

  Business Response

  Date: 02/07/2023

  Response Attached