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:02/16/2023

  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 bought an iPhone 14 REMOVEDputple 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 an extra 60 days. On top of that they won't give me the giftcard for $300. They are clearly trying to scam customers by thinking you can have a $300 discount on an iPhone and then revoking the discount plus making you pay as many months as they want since your phone won't work with any other company and they won't unlock it even asking for it and after paying it in full.

  Business Response

  Date: 02/16/2023

  This member created another complaint 19415491 however providing a different phone number, email address, and adding an additional name. Response attached

• Initial Complaint

  Date:02/15/2023

  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.

  According to the Visible unlock policy, I can unlock the device after 60 days of activation. I activated the device on Nov 27 and paid $10 for the first month, the second month on Dec 26, and the third month on Jan 26. I found that the device was still locked on Feb 6. I contacted visible to unlock my device, but REMOVEDrefused me because my device had not been activated for more than 60 days. I was confused why I paid the monthly fee for three months and it was still not activated, I tried to contact visible again and visible said it was the final decision. Attached are my visible monthly fee receipts and credit card transactions.

  Business Response

  Date: 02/16/2023

  Response attached

• Initial Complaint

  Date:02/14/2023

  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.

  I signed up for Visible on November 17, 2022. This company has blatantly defrauded me. They never honored the promotion of 3 months for a total of $45 which is $15/month (as per the code I entered at checkout). Instead they have kept charging me $45 per month. I want this promotion to be honored immediately and all overcharges refunded. There's more. To add insult to injury... From November 17th to February 1 they have charged me four (4) months at $45/month from my banks ccount. How can they be charging me 4 months for a service period of 2.5 months (Nov. 17 to Feb. 1). Moreover, they fraudulently changed my due date. Instead of being due on February 17th, they disconnected my line on February 1st and asked for payment. How can they disconnect me if they defrauded me by charging my bank account almost 2 billing cycles in advance. Moreover, the app is filled with bugs and when they disconnected me on February 1st the app kept saying overdue since December 17th which is impossible because I made a payment on December 17th and they fraudulently charged my card again on January 1. This company is a total thief. I will REMOVEDthem and file a complaint with the REMOVEDand FTC if this is not resolved immediately!

  Business Response

  Date: 02/20/2023

  Response Attached

• Initial Complaint

  Date:02/14/2023

  Type:Billing 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 Wireless is wireless cellular communication company under REMOVEDWireless. They offer an upgrade program where if you finance your phone through affirm, after the loan i paid off 50%, they will buyback your current phone and pay off the loan if you "upgrade" and purchase a new phone through affirm once again.see details here --> REMOVEDAs of December 2022 my loan has been paid off 50% and yet they will not offer me the ability to upgrade. I have been dealing with their tech support via chat and email for 2 months now and they have still not resolved the problem. They do not offer a phone number to speak with anyone in person.As of today (2/14/2023) my loan for my phone i'm trying to trade in is now paid 59% according to visible's records with a balance of $269.10 remaining.HOWEVER as of December when my loan was 50% paid off my loan balance was $323.98 - this is important because the longer they stall me, the more money I pay on this loan and the less they will have to pay to honor their "upgrade program".Also the phone that I want to upgrade is on sale at 30% and the sale is over in 2 days. Regular price is $1000 and on sale for $700 see details here --> REMOVED

  Business Response

  Date: 02/20/2023

  Response Attached

  Customer Answer

  Date: 02/20/2023

   
  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:02/13/2023

  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 by REMOVEDhas accidentally locked my account and changes cannot be made. This is a known bug, as admitted by Visible wireless. Visible has advised that I am required to change plans, but I cannot do so until they resolve their account errors. Support has advised that they refuse to provide assistance unless I contact them on social media (noteworthy, this advisement is in an active live chat system). As the user does not have social media, REMOVEDsuggested I either create an account or use another person's account - neither of these are reasonable or acceptable. At this point, I cannot make changes to my account and Visible continues to state that I must, or lose service. Visible refuses to provide assistance.

  Business Response

  Date: 02/20/2023

  Response attached

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19399614
  
  I am rejecting this response because: it fails to contemplate or offer a response or resolution to the actual matter identified in the original complaint. Visible has attempted to ignore the fact that User was required to use another person's social media account. User was advise multiple times that this was required to receive support. Such account was not required to establish service. 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/24/2023

  The issues in the initial complaint have been addressed as REMOVEDwas requested to provide screenshots of the issue they were having to one of Visible's social platforms because the ability to send those screenshots via chat was not an option. The member was given the option to create a new account or to have someone submit the screenshots on his behalf from their existing account. REMOVEDchose to have a close family member submit the screenshots for them via their social media account to fulfill the request so Visible could review the issue REMOVEDwas having so that Visible could work toward a resolution.

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19399614
  
  I am rejecting this response because: Visible has failed to address the fact that support was REFUSED unless the user "create a new account or to have someone submit the screenshots on his behalf from their existing account." It should be noted that a social media account was NOT required to establish service, yet was required to receive support to correct Visible's error. This is highly inappropriate and causes great turmoil with Visible's userbase. Visible is aware of this issue, yet continues to require a third-party account to receive technical support. 

  I trust Visible will provide remediation to this complaint and resolve the matter to the mutual satisfaction. User spent several days utilizing a third-party's social media account and troubleshooting (restarting often, when employees would change shifts). The fact that the user suffered, but ultimately got REMOVEDreinstated does not mean that this matter is resolved. 

  Visible considering this matter resolved is inappropriate, and is improperly appropriating the efforts of the user. 

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/13/2023

  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.

  Typical Visible service.I bought an iPhone 14 pro from 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 $250 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. It has been more than 3 months now, and i checked my email to see that they are not honoring the offer i was promised. The email says that my number wasn't ported within 30 days, even though visible themselves sent me an email confirming my port within 7 days of delivery of the phone. I would have contacted their customer REMOVEDbut as it happens the friend who referred me to visible got stuck in the exact same situation and they said only filing a complaint against visible helped them out in the end. I am looking to receive the promised gift card and the earphones.

  Business Response

  Date: 02/15/2023

  Response Attached

  Customer Answer

  Date: 02/16/2023

   
  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:02/13/2023

  Type:Billing 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.

  In October of 2022 my son had a visible cell phone account in which he was part of a scam. The scammers were calling him and threatening him so we wanted to cancel his cell phone. Unfortunately, he could not remember his password to log back into Visible to cancel the account. He was set up on automatic payments with my credit card tied to the account. So I decided to cancel my credit card. However, on reoccuring payments the credit card company said that the only way to cancel it is with Visible. So the only way to contact them is online through messaging. With many messages back and forth my son could not answer all of their questions so they will not cancel his reoccuring payment. They are a part of REMOVEDbut they will not allow you to do anything with REMOVEDin order to cancel because it is completely online. Now I am forced with completely cancelling my credit card because of it. This company needs a better policy like being able to show your ID to get something cancelled. I'm completely at a loss.

  Business Response

  Date: 03/13/2023

  Response attached

  Customer Answer

  Date: 03/14/2023

   
  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. However, I would like to reiterate that they had said all we needed to do was log in and that was impossible because his phone had been hacked and therefore the email address had been changed and we could not get back into the account in order to shut down the service. They seemed to not understand that part. I had also cancelled my credit card and requested a new number abut they still were able to charge me somehow. It would appear that I did not get charged for March so that is great. The point I would like to make is that there needs to be some changes to verifying customers so they dont have issues like this.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/12/2023

  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.

  NOV 17 2022 I ordered an iPhone se 2020 from visible. NOV 22 2022 I received my mobile phone and sim card from visible, but I can't activate and transfer my number. After many contacts. They won't send me a new sim card. After wasting a week, on DEC 1 2022 finally they canceled my account. causing my number to be lost. Then I chose to return the phone. Another ten days wasted and they finally sent me a return label on DEC 11 2022. I immediately sent the phone back. REMOVEDshows that DEC 19 2022 the phone has been delivered. I have been waiting for a refund and have contacted them many times. Keep procrastinating. Until JAN 25 2023 they finally decided not to give me a refund, they said it was too late for me to return the item. I lost $363.13 on cell phone purchases. Lost my mobile number. Lost first month service fee of $10. I haven't gotten a refund until now.

  Business Response

  Date: 02/16/2023

  Response attahched

• Initial Complaint

  Date:02/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visible offered a Promotional Offer of REMOVEDdollars to switch & purchase a REMOVEDedge 2022. The purchase date was 11/21/2022. All conditions have been meet, and I should have gotten an email to redeem the gift card. After not receiving an email I did a live chat and was told I would receive an email with a code to redeem the card in 24 to 48 hours. It is now 7 days latter still no code. My account shows I have a virtual gift card for REMOVED, but it cannot be used without the code to redeem it. I have done everything ask of me & have tried to contact them twice with no results.

  Business Response

  Date: 02/13/2023

  Response attached

  Customer Answer

  Date: 02/13/2023

   
  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:02/11/2023

  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 now been promised multiple times in writing (first on January 14, 2022) in emails that I have qualified for a 12 month promo of $15 a month which is half off the normal rate. Unfortunately, these have been empty promises and my account has not shown that this promo have been added. I find this to be abusive to customers and false advertising, a sort of bait and switch tactic as well. Im sure Im not the only customer experiencing this so I wanted to add my voice here and try to hold them accountable to their promises.

  Business Response

  Date: 02/15/2023

  Response attached

  Customer Answer

  Date: 02/15/2023

   
  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