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:02/28/2023

  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 started having an issue with my iPhone 8 around 1/30/23 where i could send SMS messages just fine, but i could not receive an SMS message. I could only receive an iMessage. So I could text android users, but i could not hear back from them. This also made it impossible to get verification texts (like if you are logging into your bank account or filing your tax return electronically). I contacted Visible through their chat support, and they had me follow lots of steps, all without success. They escalated the problem. I got a response from REMOVEDwith the Visible Care team on 2/20/23 at 10:24pm saying they were working on it. They had to fix some stuff on their end, i was told. The next morning, it was fixed!Just a few days ago the issue started again so it was only fixed for about a week. I went through chat support and told them the history and gave them the case number: #REMOVED. They had me try all the steps again that didn't work. They escalated it again, but this time i got an email back with more steps which didn't work. I just want Visible to fix it on their end again like they did the first time. The rep i was chatting with wanted to send me a new SIM card and said my service would be interrupted for a few days til it comes in. I drive a lot and need cell service in case of an emergency so i cant go without it. I just want Visible to fix it on their end like they did last time. I don't know what they did, but they fixed it overnight last time without me having to reset my network settings AGAIN. Please get this fixed without making me go without cell service for days. And i think i should get a discount on my next bill because not being able to receive SMS texts is a big deal. I pay good money to be able to receive all texts. Model: MQ752LL/A. SERIAL NUMBER: REMOVED. IOS VERSION: REMOVED. AVAILABLE SPACE: REMOVEDGB. IMEI 35 REMOVED0. ICCID: REMOVED. MEID: 35REMOVED. CARRIER: VISIBLE REMOVED

  Business Response

  Date: 03/07/2023

  Response Attached

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an iPhone 14 and monthly service from visible on Nov 26 (order # REMOVED). Per the order agreement, I should receive $300 gift card and a pair of beats ear buds after 3 month of full payment and port the number from acceptable carriers within 30 days. I activated my service on Dec 1 and Visible gave me the number of xxxxxx3974. I ported my boost mobile number xxxxxx6947 on Dec 2 and boost mobile is one of the acceptable carriers on visible website. Now I have paid fourth months with full payment but visible did not send me the gift card and the beats ear buds. I contacted Visible and REMOVEDtold me I am not qualified the gift card and ear buds because I did not port my number within 30 days. I ported my number the second day after the service activation and within 10 days of the online order. I don't know how Visible do the math. It's completely unacceptable.

  Business Response

  Date: 03/02/2023

  Response Attached

  Customer Answer

  Date: 03/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/26/2023

  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.

  Hi,I switch to visible wireless service and bought a new phone from visible website for this I was given $200 virtual REMOVEDgift card via email on 03/17/2021 and there was no mention of expiry date (attached image). When I try to use it in Nov 2022 it didn't work, I reach out visible via chat (only option) multiple time after long wait, most time chat freeze up or got disconnected. I reach out couple more time after 2 month and was told to reach out to card service after couple days looking into that they didn't have any record of my gift card. I reach to visible again and was told that card was expired in 30days. I told that there was no expiry date mentioned in email but customer REMOVEDagent are not willing to provide new gift card.

  Business Response

  Date: 03/01/2023

  Response Attached

• Initial Complaint

  Date:02/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of REMOVEDsince July 2021 and my service has been flawless. Visible has a new and improved data plan being offered. They offered all existing customers to switch to this new plan for the same price as the old plan. I accepted this offer and they shipped me a new sim card. I put the new SIM card in on Friday, February 10th 2023. Immediately my incoming and outgoing calls did not work. I chatted with Visible on Monday, February 13th first and 3 times after that up until this date (2/25/23) to try to resolve the problem. One chat agent even guaranteed that my problem would be fixed within the hour. I still cannot call from my phone and requested a portion of my monthly bill to be compensated (REMOVED). Visible declined to compensate and my calls still do not work

  Business Response

  Date: 03/04/2023

  Response attached

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19496838
  
  I am rejecting this response because:

   

  Visible hasn't actually resolved any issue.  I just need a definitive answer and solution, not a promise.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 03/09/2023

  REMOVEDterminated his service and ported out his mobile number before the issue was resolved and has not responded back to the last email that was sent to him.

  Customer Answer

  Date: 03/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/25/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visible will not complete, edit, or cancel an existing phone number port request from xfinity mobile to visible. This is blocking me from porting my number to any carrier. They have an SLA of 24h-48h and they are well beyond that. They incorrectly entered a bad transfer PIN for ref number: REMOVEDcase number: REMOVED2/22/2023 visible case number: REMOVED2/23/2023 As of right now they will not take the correct steps to complete or cancel the request. I want to have a Visible porting specialist who has access to the REMOVEDand tools to call me. So that I can be on a 3 way call with xfinity mobile specialists to resolve the matter. Visible refuses to make available any way for other carriers to reach them as well.

  Business Response

  Date: 03/02/2023

  Response Attached

• Initial Complaint

  Date:02/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/04/2023

  Response attached

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/01/2023

  Response attached

  Customer Answer

  Date: 03/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/01/2023

  Response attached

  Customer Answer

  Date: 03/01/2023

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

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

• Initial Complaint

  Date:02/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/01/2023

  Response Attached

• Initial Complaint

  Date:02/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/27/2023

  Response attached

  Customer Answer

  Date: 02/27/2023

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

  Business Response

  Date: 03/07/2023

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