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:02/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visible Wireless offers two plans and Im being charged $10 extra a month for a service that technically doesn't exist anymore. In fact the "legacy" plan I am on, and the new visible" plan are one and the same, and the "visible" plan is $10 less than the "legacy" plan.Now Im sure Im not the only person who is currently paying $40 for a plan I should be paying $30/month for. Ive been a customer since 2018 (the year the company was founded).I work very hard for my money and have never had any problems with the service. Ive championed the brand for a long time and even had several friends sign up based on my recommendation. And here I am being gaslit into thinking I wasnt overcharged when I am! Ive been paying $40 a month, for a service that currently costs $30 a month since August 2022. I am not asking for more than what Im owed, a $60 credit for months Ive been paying an extra $10 (for no absolute reason!) and a prorated amount for this month's billing cycle so that I switch to the new visible without being robbed of my hard-earned money.Its quite disgraceful that Visible feels as though they are entitled to that extra money without providing extra service, and I know I'm not the only one who is caught in this cycle.

  Business Response

  Date: 02/14/2023

  Response Attached

• Initial Complaint

  Date:02/09/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone from this business on February 8th, 2022. I checked my device list after purchase and it was not listed. I contacted customer REMOVEDand I was told there was an error. They refunded me the money and told me to order the phone again. I ordered the phone again. Received an email at 4pm Eastern Time saying that my phone is on its way. I did not receive any tracking number. Next day comes and I contact customer REMOVEDagain. One agent says that the order is stuck as Submitted. Another agent says that the order has shipped but refused to give me the tracking information. Here it is almost 4pm on February 9th and have yet to receive tracking information. I have demanded a refund from numerous agents but have been refused. I am currently in talks with REMOVEDto reverse charges.

  Customer Answer

  Date: 02/13/2023

  The business just did an unauthorized charge to my account today 02/10/2023, for the same price I already paid for the merchandise. Therefore I have been charged twice and demand a refund for one of the charges.
  

  
  

  Business Response

  Date: 02/14/2023

  Response attached

  Customer Answer

  Date: 02/14/2023

   
  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. REMOVEDwas of great help and made sure to check back with me multiple times. I greatly appreciate her dedication of providing excellent customer REMOVED.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/09/2023

  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.

  There is a fundamental flaw in Visible's operating procedures that is preventing me from getting a device of mine OFF of the Lost/Stolen Blacklist. When I was a customer with REMOVEDa little over 9 months ago, my Apple iPhone 13 Pro (IMEI: REMOVED) was lost and as such, Visible placed it on the Lost/Stolen Blacklist. Now that I have found this phone and need to use it, Visible refuses to remove it from the Blacklist stating that my account is not active and as such they have no records of this incident. It is Visible's company policy to automatically delete inactive customer accounts from their systems anywhere from 3-6 months of inactivity therefore it is their own fault that they no longer have any records from when I was a customer and I should not be penalized for their very "short-term" business philosophy and narrow-mindedness. It is my understanding that since Visible placed my phone on the Blacklist, only Visible can remove it.

  Business Response

  Date: 02/10/2023

  Thank you for referring the complaint by REMOVEDto Visible for review. We appreciate this matter being brought to our attention. As of today there are no records listed in the system for this customer for REMOVEDto further investigate. At this time Visible is unable to remove this device from the Blacklist. No further action will be provided by Visible. 

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19372056
  
  I am rejecting this response because Visible is the company that placed my device on the Blacklist and Visible is the only one that can remove it. If they refuse, then I expect a replacement phone so that I have a working phone again. If they do not have records of my tenure with them as a customer then that is simply NOT my fault, but rather a consequence of their short-sighted business policy that automatically deletes inactive accounts after 6 months. The fact remains that I need my phone to work again and if Visible can't remove it from the Blacklist because of their own failed business processes, then they should provide me with an alternative...either an alternative avenue to follow that will allow me to have it removed from the Blacklist myself or a different iPhone to act as a replacement for the one that they essentially stole from me.

  I'd also like to make note of how it's absolutely infuriating that I came to the Better Business Bureau with hopes that someone would try doing something different for a change and think outside of the box and instead, I got the same exact canned unhelpful response as I already did many times earlier following more traditional help avenues. What's left now?  Do I really have to take this to small claims court?
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/16/2023

  Visible has no record of this account or member and, due to that, Visible cannot remove any device off the Blacklist without an account or information. No further action will be provided.
  

  Customer Answer

  Date: 02/25/2023

   
  Complaint: 19372056
  
  I am rejecting this response because it is not my fault that they delete all inactive accounts from their system after 6 months of inactivity, but as "proof" that I bought the phone from them as I have stated, I am attaching the email that I received from them when the phone was shipped to me.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 03/03/2023

  As mentioned Visible has no account regarding this member. No further action will be provided.

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19372056
  
  I am rejecting this response because they are lying. If they no longer have records of my account then that is their own fault and I should not be punished. Per the attached, I am able to provide email evidence that I was a customer and that the phone in question was initially bought from them before they placed it on the Blacklist so there is no valid/legal reason to deny me this very simple request.

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/09/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have had service with Visible Wireless for some time. I recently ordered a new IPHONE 14 PRO REMOVEDand changed my service plan. Received new phone on Friday 02/03/2023. I have had issues trying to have the esim and service installed on the phone. Have had multiple chats for multiple hours and multiple days. Have received multiple emails saying they are working on it and gave me a reference #REMOVED. The last chat i requested the prepaid, pre addressed label and the order receipt to return the phone and they cut me off.

  Business Response

  Date: 02/13/2023

  Response attached

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19370741
  
  I am rejecting this response because:
  
  Sincerely,
  
  REMOVED

  They have not resolves the issue. I have no phone service at all thanks to visible wireless llc. They wanted me to pay for service that i don't have. This inconvenience is unacceptable.

• Initial Complaint

  Date:02/08/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/10/2023

  Response attached

  Customer Answer

  Date: 02/10/2023

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

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/09/2023

  Response attached

  Customer Answer

  Date: 02/09/2023

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

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

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

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

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

   

  Sincerely,
  

  D REMOVED

  Customer Answer

  Date: 02/15/2023

  REMOVED

  Business Response

  Date: 02/21/2023

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

  Customer Answer

  Date: 02/21/2023

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

  Business Response

  Date: 03/01/2023

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

• Initial Complaint

  Date:02/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/09/2023

  Response attached

• Initial Complaint

  Date:02/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/09/2023

  Response attached

• Initial Complaint

  Date:02/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/07/2023

  Response attached

• Initial Complaint

  Date:02/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/07/2023

  Response attached