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:11/12/2022

  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 a case that is open, case number is ********. I have been in contact with Visible customer support for the last two days in regard to not receiving SMS and short-code messaging. Being that I used the eSIM transfer to transfer Visible service from an older phone to the latest model of the device, this is a little bothersome. I also cannot access my account from the application, and I am running the latest version of iOS. Every time I attempt to open the application, it is stuck on the logo, so I believe something would have to be resolved with my account. I also cannot access the website when I am connected to wireless internet. Being that I have a brand new phone, I am not pleased.

  Customer Answer

  Date: 11/16/2022

  Good evening,
  
  I wanted to let you all know that this complaint has now been resolved by the business. They have contacted me personally to confirm that they have resolved issues on their end. They do not have to respond to this complaint now.
  
  Thank you,
  
  ***********************
  

  
  

• Initial Complaint

  Date:11/11/2022

  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.

  At the end of October I bought a iPhone 13pro 512G from Visible.com. I want to keep my old number and transfer it from current carrier to Visible. I received the new phone as well as the Visible SIM card. I provided Visible with my current account number and PIN that are required for port in. However, Visible failed in transferring my phone number. It has been 10+ days since I received the new phone and SIM card. My new phone and SIM can not activated till now.Every time I "chat" the agent ends up telling me that they are working on my case. After every "chatting", I always receive a e-mail stating that I would receive a follow up e-mail in the next 24 to 48 hours. But still I am waiting for an updated email about the issue. My case # is ********. Order # is ********.

  Business Response

  Date: 11/16/2022

  Response Attached

  Customer Answer

  Date: 11/17/2022

   
  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:11/10/2022

  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 is a mobile provider, and I bought 1 iphone SE3 from visible and port in visible. When I bought the phone, visible said there is a promotion, if I transfer my number to visible in 1 month and stay for 3 months in visible, I could get $200 gift card. But now, when I stay in visible for 3 months, they dont give me $200 gift card and tell me when I activated the phone, there is no this promotion. But I asked agent at this time if I activated the phone in 1 month could I get the promotion and they said "Yes". And all policy from visible with gift card all showing could activate in 1 month when you recieve the phone.

  Business Response

  Date: 11/15/2022

  Response attached

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18363699
  
  I am rejecting this response because:

  In the response they said they had sent confirmation email to me, but I dont find any related emails. I think they even do not have my email address, my email address is ********************* I also contact their chat online about my promotions, but they still said there is no promotions for me. Could you ask them to send related emails to my email address?
  
  Sincerely,
  
  ***********

  Business Response

  Date: 11/29/2022

  The email and promotion was sent to the email on file on the Visible account. The member should check the email address *********************

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18363699
  
  I am rejecting this response because:
  

  They send related files to ********************, but this is not my email address. I dont know where they get the address.

  Send to my email address ******************** which previouslly sign for visible or ******************* which made the payment.

  I dont know where they get a email which is not mine and send information to it. It is ridiculous.

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

  Business Response

  Date: 12/14/2022

  When the member signed up for the Visible account, this is the email address provided. The email address was verified on September 22, 2022, a few days after the activation on September 17, 2022 and no other email addresses are listed on the account since activation. The member can update the email address by logging into their Visible app/website. 

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18363699
  
  I am rejecting this response because:

  I dont know what number they checked, I use the number ********** and the bonus should come from the number transfer to Visible from other provider. You gave me a new number but I dont use it, I still use my old number because you said only with this method I could get bonus.
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:11/10/2022

  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 want them to either refund me my money for the whole phone and I can take my business elsewhere or to fix the whole thing and I wont do anything .

  Business Response

  Date: 11/17/2022

  Response Attached

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18386115
  
  I am rejecting this response because: you guys removed my autopay 

  as well having me start a new service its ridiculous how you think u guys can treat or do whatever you want. I want this fixed being that this is your fault for removing my autopay and not taking my payments so just fix my sons account and this can be dropped. I will not port a different number he will keep that same number and if will not get resolved I will never use your service again and make sure to tell all customers and people how visible likes to be shady and drop peoples account with out warning. You guys never sent any emails so I hope u guys fix the account if not Ill make sure that you dont get any other customers.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/10/2022

  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.

  I am aware that others have filed complaints about Visible Service, LLC not responding to any customer ********************** issues. I also know that y'all reached out to them last year and they said they where now communicating with customers to fix their problems. Well Visible was 100% telling you a lie. They never have anyone on there so called 24/7 chat service. The wait time is almost always several hours and 100% of the time you are disconnected at least once, thus making you wait a few more hours. Then if you ever do get to talk to a actual human at customer ********************** they have no idea what they are doing, disconnect with you or ultimate tell you there is nothing they can do after spending several hours waiting to chat and a hour or more chatting with them. No mater what Visible may tell you ******* oferse no customer ********************** for there ******************** phone service. They just take the customers money and then could care less. ***** mobile day, and text message service always go down on everyone's phones. We tell them about it on their ****************** or Visible Community page, however the always say to contact them through chat to fix the issues...the chat is the issues

  Business Response

  Date: 11/18/2022

  Response Attached

• Initial Complaint

  Date:11/09/2022

  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.

  Ten days ago I filed a complaint against this company for stealing from me. They are at it again. Despite making it abundantly clear that I didn't ever want to use their service, they have charged my credit card for service that I do not have and will never have. This time I will be filing a criminal complaint as well. I want this business to refund the original money they stole from me in addition to a refund of the money they just stole from me yesterday. This company is clearly built to scam people, and unfortunately I have no way to get them to stop stealing. Visible - expect a criminal complaint in your office next week along with this complaint. Don't ever try to contact me again and delete my account with my credit card number. This is criminal fraud.

  Business Response

  Date: 11/14/2022

  Response attached

• Initial Complaint

  Date:11/09/2022

  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.

  On August 16, 2022, I attempted to port my existing phone number to Visible (owned by ******** cell service through their mobile app as required. When I completed the process, I immediately lost cell service connectivity on my phone as the app wiped out the eSIM data stored on my phone. I attempted to contact Visible customer support through mobile chat on Wi-Fi, but they were completely unhelpful. They continued to instruct me to redownload the app which did not work. I followed all of their instructions, but the app still would not install the correct eSIM profile on my device. For the better part of a full day, I was without any phone service whatsoeverafter I had paid for it. Visible customer ********************** refused to issue a refund when I asked, as they said they are still working on the issue. By the end of the day, I switched to ******** and cancelled my Visible plan (which still was not working). Unfortunately, Visible does not allow customers to download or review transcripts of chat logs, so I cant provide them here (but maybe they keep records and can be contacted for them).

  Business Response

  Date: 11/09/2022

  November 09, 2022
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  RE: Complainant: ***************************
  Complaint Number: 18378618
  Dear Ms. ********************** you for contacting *************** of ********* Relations regarding ******************************* compliant. In her/his complaint,
  received on November 9, 2022, regarding the port in process and issues with Visible.
  Upon further review, weve determined the customers concern should be addressed by our Visible team. Per BBB guidelines,
  please forward ******************************* complaint to the appropriate ******* Team.
  Email: **************************************
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  Sincerely,
  *******
  ********* Relations Analyst

  Business Response

  Date: 11/21/2022

  Response attached

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18378618
  
  I am rejecting this response because: the stated reason for being unable to issue a refund is that I have disputed the charge with my credit card, however Visible has already disputed the chargeback with my credit card company which prompted my complaint with the Better Business Bureau. If Visible does not dispute the chargeback with my credit card company, I will withdraw my complaint with the Better Business Bureau. However, if they continue to dispute the chargeback, then I will have to continue my complaint here. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/01/2022

  The member was refunded from his credit card merchant after disputing the charge. Visible has thoroughly investigated the issue and no further action or refund will be provided.

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18378618
  
  I am rejecting this response because: my credit card company reversed the final credit they had issued pending review of documentation submitted by Visible. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/13/2022

  As mentioned the member disputed the charge. Visible has thoroughly investigated the issue and no further action or refund will be provided.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18378618
  
  I am rejecting this response because my credit card company has not issued a permanent credit and the fraudulent charge may still be applied to my account.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/05/2023

  The customer will need to follow up with his credit card company. As mentioned Visible will not issue a refund as the charged was disputed by the customer to his credit card company. ******************** has thoroughly investigated the issue and no further action or refund will be provided.

• Initial Complaint

  Date:11/08/2022

  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.

  We purchased a cell phone through Visible Wireless in 12/2021. Have had service since then. Never a break in service. We want to switch carriers because Visibles service in our area no longer works well. The phone is locked. This is because Visible never input the correct information on their end. They are refusing to unlock the phone for 2 more months, although they admitted it was their fault. We have been promised 3 times they would remedy the situation and to this day, have not. The wait times to speak with a customer ********************** rep are ***** minutes. We spoke to a supervisor who promised to call yesterday to let us know they resolved the situation, never called. No emails. No texts.

  Business Response

  Date: 11/14/2022

  Response Attached

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18373709
  
  I am rejecting this response because:

   

  The statements made by Visible are not accurate and to this date the phone is still not unlocked. Please move forward with your next step! 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/23/2022

  Member has several accounts and after pulling each account found that the iPhone 13 is not unlocked due to customer not meeting ********************'s unlock policy of keeping the device active for 60 consecutive day and using that same device on the account for 60 days. ***** chatted on November 9, 2022, and was informed by the agent of Visible's unlock policy. Once member has reached 60 consecutive days, the device will automatically be unlocked. ***** also requested a refund, but refund is being denied due to member having usage on the account. 

  Customer Answer

  Date: 12/03/2022

   
  Complaint: 18373709
  
  I am rejecting this response because Visible makes absolutely no sense. The phone was purchased on 12/5/2021! The phone was activated immediately on arrival to our house! Visible DID NOT...I REPEAT FOR VISIBLE'S INCOMPETENT DEPARTMENT...DID NOT ACTIVATE THIS PHONE! They left the old iPhone XR activated and did not change THEIR end of the information. One of their employees discovered what happened and promised to resolve the issue. That was a month ago and nothing has happened. Yes Visible has a policy of 60 days. This iPhone has been activated for 365 days!!! Visible needs to ask themselves...why would a customer pay over $1000 to buy a phone, just to let it sit for ******************************** the past 30 days??? ABSURD!!!This company needs an F rating and the public needs made aware of their criminal practices, lies and false advertisement! 

  It's obvious we are getting no where. This is the incompetence I have spent hours dealing with. The 5 customer ********************** agents who "PROMISED" to resolve the problem. I am telling everyone I can to cancel their Visible accounts and sign up with a reputable company who actually has real people you can talk to and not some moron on a computer copying and pasting their policy!

  
  
  
  *******************

  Business Response

  Date: 12/09/2022

  Visible shows the iPhone 13 pro being activated on the account on November 9, 2022, and per Visible policy the device has to be active on the account and show usage for 90 days. ***** was informed by the agent at the time that after 60 more days the device will automatically unlock. 

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18373709
  
  I am rejecting this response because once again the IDIOTS at Visible made a major mistake. WHY ON EARTH EOULD I BUY A $1200 IPHONE JUST TO WAIT TO ACTIVATE IT 2 years later????? TERRIBLE COMPANY AND EVEN WORSE CUSTOMER **********************! 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/08/2022

  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.

  Cant make calls, all call are restricted and cannot be completed announcement 803. Have spent 3 hrs on chat and three different agent. Completed all fixes they suggested and each agent said the problem was located and my problem would be fixed in an hour or two. 24 hours later the problem is not fixed and I have no service. Visible makes a great deal of advertising about Visible a **************** But with ******* you can call customer ********************** but with ******************** no telephone number only chat and on chate you will wait 30 minute to an hour just to get on the chat and each agent will put you through the same fixes and then they will tell you they hav discovered the problem and it will be elevated for the problem to be resolved. They will not send the email they promise about you chat and the problem. Your phone with ******* become a paper weight and when you cancel service they tell you YOU are going to miss when you leave and they are already missing you. Oh but you can come back and pay them $30 for no service all outgoing and incoming call or restricted announcement 803.Would you Visible.

  Business Response

  Date: 11/15/2022

  Response attached

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18373618
  
  I am rejecting this response because: I had explained on the chat to three agents that I could not go days without phone service.

  On my last chat, going into the third day without service, I was given the same promise that they were reposition the service and it would be fixed in 2 hours it was not fixed and I went online and cancelled my service and ask for my number be released. The next day I received an email first one I received that they had fixed the problem and for me to turn the phone off and back on and try the service, which I did. If the service had been working I would have kept the service but it was not working on the third day.and up until the time  before I removed the chip to get other service, Visible was not working. 
  Great promise for service, but when service goes down no way to reach the company but by chat and then another chat etc.

  Great price, Awful Customer **********************

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

• Initial Complaint

  Date:11/07/2022

  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 is a cell phone carrier that is a subsidiary of ******** We purchased an Apple watch through Visible on October 13th and tried to get it to work on an existing iPhone 6s. The phone did not work with the watch, however. After troubleshooting, we learned the iPhone 6s was no longer supported by Apple and was not compatible with the Apple watch we had purchased.We purchased an iPhone XR through Visible on October 29th, and attempted to get the phone and watch to work. The watch paired with the phone fine, but would not connect to Visible's network. After troubleshooting with Visible's tech support, the watch still did not work and did not connect to the cell network.We asked to return the phone and watch on November 1st. The phone was able to be returned, however we were informed that the watch was not returnable because it was outside the 14 day return policy.This would be understandable if the watch worked on Visible's network, but it does not, even after attempting to troubleshoot with tech support. We received a callback on November 7th, in which it was acknowledged that the watch could not be connected to the network, and that we would need to purchase yet another iPhone in order to attempt to continue troubleshoot the issue and attempt to get it working. However, this is no longer an acceptable solution, as we were not told what the solution would be if the watch continued to not work. We were only told that the watch would have to work. This uncertainty is unacceptable, and we wish to return the watch as we believe it is not compatible with Visible's network.Note, a portion of the call from November 7th is recorded and can be made available.

  Business Response

  Date: 11/22/2022

  Response attached

  Customer Answer

  Date: 11/28/2022

   
  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 on a provisional basis. A refund was promised upon return and processing. As of the time of this response, the refund has not yet been processed. If a refund is processed, then the matter will be considered closed in a satisfactory manner. If after 14 days of delivery of the return the refund has still not been processed, the complaint will be reopened.
  
  Sincerely,
  
  ***********************