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:02/19/2023

  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 had applied for service to get my number transferred so i could get the full benefits of Visible wireless was offering upon setting up the account on January 24th. The issue encountered was phone number port. At this time I was on their eSim network while I also had straight Talk Wireless. However it took Visible a whole 22 days to come to a conclusion that i had to re input the information. I did this and it took another 5 days for them to deny the phone port. During of which my main carrier was truly unlimited plan with straight talk which was still active. during this time frame I didn't use Visible's Network even though they claimed I had. I was charged January 24th for the amount of $30. i had gotten a sim card ordered through TextNow because they're better at phone porting because I've been with them before. if they was able to port my number no issue then I don't understand why it took visible nearly a whole month with the same information. The agent i had spoken to about the issue refused to issue a refund because simply i used the services. EVEN THOUGH I USED STRAIGHT TALK NOT VISIBLE. The agent was not very helpful and the bank denied the dispute even though i experienced false claims from Visible Wireless. The visible wireless number associated with the account was REMOVED

  Business Response

  Date: 02/22/2023

  Response attached

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19432116
  
  I am rejecting this response because: I had stated that the network was jointed service eSim and simcard between Straight Talk and Visible of which the agent was made aware of. My calls were all made on Straight Talk not Visible. And clearly the usages shows I didnt use any as well it says incoming outgoing (0), grantor there was a few thats had (1) but was literally a few seconds becasue yall got bad service in my area where I live which the agent was also aware of. And for that reason my main call service was selected for Straight Talk not Visible. If I had indeed used the service this would not been brought to the BBBs direct attention. Furthermore, and lastly I had used the same exact information provided to Visible with TextNow and my number ported with in 24hrs. Literally that same day REMOVEDclaimed I had the wrong information. If my information wasnt correct during visible porting, then how did it transfer on TextNow now WITH REMOVED? Yall just want to be greedy and not refund your customers when yall are in the wrong and not the customer? What happened to treat customers with respect and the fact no matter if customers are wrong, theyre always right? Yall need to work on your customer support. May I point out it took 22 days for Visible to come to a resolution of the issue? Also of which I had to pay another $10 just to re attempt the transfer before going to TextNow? What I dont get or understand is it took TextNow 24hrs with the same provided information? But didnt work on Visible? I can go on and on about this, but I highly encourage the refund to prevent further issues

  Yours Sincerely, REMOVED

• Initial Complaint

  Date:02/19/2023

  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.

  Date of the transaction - 15th jan 2023 The amount of money you paid the business- $1211.66 What the business committed to provide you- Get a $200 virtual gift card And Get a pair of Apple AirPods Pro (2nd Generation) Earbuds worth $249 (plus tax).What the nature of the dispute is - On 15th jan 2023 I have purchased iphone 14 pro 256GB from visible which was coming with a promotion of "Get a $200 virtual gift card And Get a pair of Apple AirPods Pro (2nd Generation) Earbuds.". For this I need to be on visible line for 3 months. On 17th REMOVEDported to visible from my existing carrier which is a MVNO (ultra mobile) on REMOVEDnetwork and is parent REMOVEDof REMOVED(which is listed under eligible port-in promotion list). 1st of all checked with visible before porting in to make sure i am eligible for the promotion and secondly Visible would know my port-in carrier is not eligible and should send pro-active reminders so that it can get fixed before 30days expiry of the offer. I also made 2 payments already. After 30 days window i received a text message saying that "Hi, Visible here. The Apple AirPods Pro (2nd Generation) Earbuds 2023 Fast Start has been removed from your order because there was not an eligible phone number port-in completed on your account within 30 days. If you feel this is an error please contact Visible Care." I was shocked to see this and immediately contacted customer support. To my surprise customer support staff were trained to Harrass people in these situations. Even after explaning the whole issue he was saying "sadly we cannot do anything". It felt like Visible intentionally wants their customer to miss the promotion and instead of helping they blame customers. I have never experience such harrassment. Visible is cheating customers on their face. Visible is running scam to fool customers. I felt cheated badly.Whether or not the business has tried to resolve the problem - No?Account/order/tracking number - #REMOVED

  Business Response

  Date: 02/21/2023

  Response attached

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19431018
  
  I am rejecting this response because:

  As I have mentioned in my complaint, Visible should have proactively reached out to its customer why they are intentionally wanting customer to miss the timeline. Also while porting number under the promotional offer they should have shown error at that point before proceeding further. They are running scam by not being clear to customer and wanting them to miss their terms and conditions. It is absolute harrassment how they are using their policies gaps by not providing intuitive experience to their customers.

   

  I have paid the full amount at the beginning and I have already paid 2 monthly bills.

   

  REMOVEDmost importantly if they have informed me i would have taken action to avoid this. My question to them why they did not tell me at the time of porting ? Why now they are harrassing me by going through this trouble. 

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/18/2023

  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.

  Yesterday I paid for my visible's second month of service but I had issues fixing the esim or reverting back to physical sim and my promo didn't apply. Finally I decided to cancel but the customer REMOVEDperson kept coming up with excuses as to why they wouldn't refund any of the purchase. Plus I have the chats complete transcript. I consider it to be a long unhelpful chat.

  Business Response

  Date: 02/21/2023

  Response attached

• Initial Complaint

  Date:02/18/2023

  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.

  Was forced into a upgraded sim card for the new network with visible. Then after not wanting to change to begin with they have the nerve to charge me REMOVEDto activate new sim . 1st chat support agent promised me I would not have too pay the REMOVEDfee once my new sim arrived . Well sim arrived i insert in phone pull up chat support and ... Round 1 here we go the agent i connected with refused to waive the 5 bux then investigated previous chats like I was a criminal under investigation for killing someone . Then she proceeded to lie to me, twice she refused a supervisor escalation request . I spent my whole lunch break being investigated which this agent actually said the word investigation. I ended up just disconnecting due to time restrictions of being on my lunch break. No phone activation no lunch lied two investigated and refused an escalation request for a supervisor 2xs . Over REMOVEDdollars . Both agent should be looking for new jobs not lying to customers and treating them like pond scum .

  Business Response

  Date: 02/21/2023

  Response attached

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/22/2023

  Response Attached

  Customer Answer

  Date: 02/25/2023

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

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/21/2023

  Response attached

  Customer Answer

  Date: 02/21/2023

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

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/17/2023

  Response Attached

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19420030
  
  I am rejecting this response because:

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

  Business Response

  Date: 02/23/2023

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

  Customer Answer

  Date: 03/05/2023

   
  Complaint: 19420030
  
  I am rejecting this response because:

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

  Business Response

  Date: 03/10/2023

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

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a longtime Visible customer. I have been on a 4G phone the whole time. They have been pressuring me to switch plans from the Visible Unlimited Plan to the other 2 active plans they have now. I like REMOVEDphones, so do some homework find the phone I want. I get on chat and wait to talk to someone. Finally get a rep named REMOVED. I ask him about upgrading phones. I ask him if I can buy the phone from REMOVEDdirectly he said "Yes you may purchase the phone directly from REMOVED." I have saved all transcripts.I contact REMOVEDand talk to a live agent who confirmed "Yes our unlocked phones will work with Visible wireless."I order the REMOVED5G 2022 on 01/03/2023. I receive the phone a couple of days later, install the REMOVEDfrom my 4G phone. I'm happy until I noticed the Hotspot doesn't work. Go back on the website and find out the New Phone is NOT compatible. So I try the REMOVEDnumber of my old phone purchased from Visible it also says NOT compatible.Today I get an email saying:Network Upgrade Required to improve your service.Hi REMOVED,Were moving our valued members (thats you!) onto our upgraded network. Its faster and more reliable. So youll have all the unlimited data you have now, but with improved performance. Still $25/mo, REMOVEDincluded. The link puts me into a loop of I can't upgrade because my phone is not compatible. They sell the same unlocked phone that I bought with less Ram and less storage.I go back Visible website but didn't log in. I acted like a new customer. The digital assistant "Connai" now says my phone IS compatible. I chat with a rep he confirms it IS compatible. I log in this morning and they say it's NOT compatible. So if I'm a new customer it's compatible. Existing customer it's not.I feel like I wasted $ and I am being forced to overpay for lesser phone. If I trade my new phone in it's a downgrade and I owe $. Customer REMOVEDis horrible.I have saved screen shots and transcripts.

  Business Response

  Date: 02/22/2023

  Response Attached

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/17/2023

  Response Attached

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/16/2023

  Response attahced