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:02/04/2023

  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 compatibility check system on the web site appears to be biased to allow phone purchased from them but not allow the same phone to be ported to the carrier if purchased from another source. If you check their forums there are many complaints about this issue. After checking the visible web site I purchased a phone model and manufacture they sell from BestBuy and activated it on REMOVEDto keep my old number. I then tried to activate the phone on visible wireless which operates on REMOVEDand the web site showed it to not be compatible. I then attempted to use their chat and put in the REMOVEDfor my phone when prompted by "Connai" robot chat system. It said I my phone was compatible and did I want to order a SIM. It then gave me a link which took me back to the same web site. The site again says it is not compatible. As this is a new phone to me it is in fact not a new model it is a 2021 version of the moto g Stylus 5G. I then contacted the customer support and had them open a "case" ticket as it seems that the databases used are not correct. All I got back the next morning was an email that the database was correct. Again the visible forums show several cases where work arounds were used to get a SIM card and the phones do work on the network. This appears to be a business practice to force customers to purchase a phone via visible which negates the benefits of switching to the low cost service.

  Business Response

  Date: 02/08/2023

  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.  As mentioned by the chat agent, the system is correct. If the system states that the device is incompatible, then that device will not work/or the member will continue to have service issues with the Visible network. While Visible is part of REMOVEDwe are our own separate company, so what may work for REMOVEDdoesn't necessarily mean that it will work for Visible. Visible has no way of being biased and wouldn't based upon devices and is not forcing anyone to make a purchase. If you have a device that is compatible with the system, we will be glad to provide service. 
  
  
  
  

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am attempting to switch from REMOVEDto Visible. Today my number was ported to Visible with the switch of my SIM cards. Now I have no service and no phone and have contacted them over four times for REMOVED. Still no service.

  Business Response

  Date: 02/14/2023

  Response attached

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19331665
  
  I am rejecting this response because: I was never able to activate service with the bring your own phone option to Visible by REMOVEDand I have moved to another Carrier.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/03/2023

  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 established a Visible account on 12-Oct-2022, and ordered a REMOVEDthe same day.I received the REMOVEDthe next day, and then, activated and paid my 1st months service 14-Oct-2022.I documented the $300 Amazon gift card promotion offered on Visibles secure website via screenshots for both the large banner ad, and the detailed disclosure page on the day I signed-up: 12-Oct-2022.14-Jan-2023 I paid my 4th months service after maintaining service for 3-months as stipulated in the terms of disclosure statement, and met all other requirements to qualify for the gift card:1. I was a new customer 2. Brought my own device as permitted in the clear language of the disclosure.3. Ported my existing phone number from an eligible carrier (ATT Prepaid) within 30 days of transaction.4. Completed 3 months of service with Visible.23-Jan-2023 I connected to Live Chat to check the status of my gift card, and provided both photo screenshots to document promotion, and ICloud links to photo sharing for a clearer close-up of screenshots and metadata; however, Chat agent stated they could not open links for security reasons and suggested I try Visibles FB or REMOVEDcustomer REMOVEDaccounts, and ignored the photo screenshots available.I received inconsistent explanations of promotions offered at time of sign-up, but the common denominator was that I was required to purchase a device from REMOVED. Again, totally stonewalling the screenshot evidence provided,I signed-up for a REMOVEDaccount 24-Jan REMOVEDorder to pursue this issue only to encounter the same stonewalling tactics.When pressed about my screenshots Visibles final response:Yes, we got ita device had to be purchased for that offer.They also said that was a spelling mistake and we can't provide the promotion in this situation. *LGBAbsolutely ABSURD! The alleged spelling mistake was the phrase or bring their own!I expect Visible to honor the promotion as advertised!(screenshots uploaded)

  Customer Answer

  Date: 02/06/2023

  Your complaint case number is 18893610
  
  Ive tried multiple times to upload screenshot photos as evidence critical to my claim, however, could not get confirmation of a successful upload.
  
  Im trying your e-mail provided in my confirmation email from the BBB to submit the screenshots:
  

  
  

  Business Response

  Date: 02/07/2023

  Response attached

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18893610
  
  I am rejecting this response because:

  I would definitely like to keep my complaint open if the opportunity exist to press Visible to address their advertised claim. 

   

  Although Visible resolved my individual complaint by begrudgingly issuing the promotional gift card citing the screenshot evidence I provided, they still have not rectified the ongoing misunderstandings  with new customers concerning their advertised promotions.

   

  A simple, straight forward solution would be sending new customers a confirmation email containing the Offer disclosure statement documenting the promotion applicable at the time of sign up.

   

  A review of @visiblecare REMOVEDfeed and the complaints posted on the BBB website indicates ongoing issues with Visible simply not honoring their advertised promotion for bogus reasons, even after screenshot evidence is provided.

   

  Thank you for the follow up email providing me the opportunity for further response from Visible. 

  
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/16/2023

  This matter is resolved and BBB please close the case on your end. 

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18893610
  
  I am rejecting this response because:

  Although I did receive the $300 promotional gift card as the result of filing a complaint with the BBB, Visible has yet to correct the core issue of running FRAUDULENT promotional campaigns. I submitted proof obtained straight from Visibles website; however, they still deny the clear language of the offer disclosure statement by simply restating their position that a devise purchase was required for the promotion. I would request they provide internal documentation to prove their position.

  Also, they failed to respond to the suggestion that a simple confirmation e-mail sent to new customers listing the terms and conditions of the promotion in effect at the time of signup would resolve the ongoing confusion with new customers. After over five years running such promotional campaigns they still fail to provide new customers clear documentation of the applicable promotion for record. Had I not thought to capture the offer disclosure via screenshots I would have had no documentation to pursue a complaint. Even after providing the screenshots to Visible they still denied the promotion.

  Finally, I am not a rare exception as many complaints through the BBB as well as @visiblecare on REMOVEDaddress the same issue.

   

  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/27/2023

  As mentioned by the chat agent as well in the BBB response, Visible apologized for the error. Due to an error on our part, the situation was rectified. BBB moving forward, please close this case as no further action is needed or will occur nor did any fraud occur. 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 18893610
  
  I am rejecting this response because:

   

  Yet another lie by Visible. Obviously, if Chat agent apologized for the error they would have not refused to honor the advertised promotion. Furthermore, Visible restated their position that the promotion required a devise purchase in their initial response to my BBB complaint-hardly, an apology for an error. For what its worth, I have filed a complaint with the REMOVEDto document Visibles FRAUDULENT marketing practices.

  
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/03/2023

  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.

  after i changed my phone number with visible screenshot proof of them taunting me and not helping me restore service after 3 long days freezing and stranded i follow all prompts they dont restore service they owe me a credit and failed to update my home address and failed to verify me after several attempts more hurtful then helpful telling me lies about email sent lying about order numbers violation of my privacy and trying to blame apple

  Business Response

  Date: 02/07/2023

  Response Attached

• Initial Complaint

  Date:02/03/2023

  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.

  Had Visible for three months and lost total service one time each month. Im a senior and to say being without the ability to call or text for help if need be is scary. The second time it went out I also lost my electricity because of a storm. I had to leave my house (Im disabled) to go somewhere else to chat with Visible to get it fixed. I asked for a new SIM card but was refused. The third time it went out I was in a new city where I relied heavily on Mapquest to get me around. REMOVEDfailed due to lost Visible service so I drove around for over an hour trying to find my way back to an Airbnb that was only ten minutes away. I also couldnt call anyone for help. This is the scenario that played out while trying to get my problem resolved. Chat online for hours asking the same questions over and over only to be told three different times we are handing it over to a team of specialists who will email you when the problem is fixed . Email received to chat back which I did only to be asked the same questions again with the same our specialists . After spending nearly 8 hours on this hamster wheel I opted to go to another provider. I wasnt even offered a credit for the one day out of five that my service worked this month. Oh and a new SIM card was sent but Ill never know if that was the problem. Say NO to Visible!!

  Business Response

  Date: 02/06/2023

  Response Attached

  Customer Answer

  Date: 02/13/2023

  Re case # REMOVED
  In response to your email Feb 6 regarding my credit from Visible please see attached. I was to receive $10 according to your note but as you can see that's not what was credited. Plus I was after a credit of $35 which is what I paid for the month but didn't get to use. As they stated I had my number ported to another carrier after three days because they were unable to fix it and they couldn't get me a new Sim card until I got home.  I was on vacation and they were unable or unwilling to over night the REMOVEDcard to where I was in REMOVED. I had no choice if I wanted to stay in communication with my family and the airline. My original request for a Sim card happened in the month of Dec the second time my phone went out. This last time was my second request for a Simm card after my phone went out for the third time. I held up my end of the bargain, I paid for a service but didn't receive it. They should be held accountable. Thank you for your time and attention to this matter. 
  Sincerely,
  REMOVED;

  Business Response

  Date: 02/17/2023

  Based on the account there were two refunds issued in the amount of $5.00 each, for a total of $10.00 back to the payment method used on file. This is what was specified in the email and the account reflects the same. The refund of $35.00 is denied due to not meeting Visible's refund policy.

• Initial Complaint

  Date:02/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on text ith visable when my parents where trying to sign up for there service and for me to get the referral credit, so on yahoo messanger they visable said they would take care of it and they didnt i tried to upload some of the REMOVEDmeaasges. this is my REMOVEDpage will help visible find the messages, text wouldnt even send it to a boss tonight to look at.

  Business Response

  Date: 02/03/2023

  Response Attached

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 19313308
  
  I am rejecting this response because: Because i was talking to visable at the same time they where trying to get there phones working. LOLand asking about the referral code, which to me if you read the message sound like i was going toi get it. but if visible will watch these numers, REMOVEDand REMOVEDand REMOVEDand REMOVEDand REMOVEDwhich is 5 visible account will be leaving with in the next 30 days, Hope it was worth it visible to cheat people.cause it cost you more than me. 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/14/2023

  Based on the information provided, a one-time credit can be provided to the member as the proper process was not followed during the time of sign-up. An email was sent to the member informing them of the resolution.

• Initial Complaint

  Date:02/02/2023

  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.

  Visible guaranteed me that I would got the $150 gift card and a Olufsen Speaker by using the code [VISIBUNDLE] after 3 months/ 3 billing cycle. During the 3 month of use, Visibles internet service kept losing the signal and no service on my phone number even that I paid for their service all the time. I contacted them to make sure that I can get the $150 gift card and the Olufsen Speaker after 3 months use, and their staffs kept telling me that works and let me just wait for 3 billing cycle and contacted them to manually add the promotion, then I could get them.After 3 months use, I contacted them for the gift card and the Olufsen Speaker, they refused to give me the Olufsen Speaker and said that I was not qualified for the promotion. This is totally a scam! They provided bad service and long waiting live chat and cheat on customers to pay for 3 months and then refused the guarantee promotion.

  Business Response

  Date: 02/04/2023

  Response attached

  Customer Answer

  Date: 02/04/2023

   
  Complaint: 18974081
  
  I am rejecting this response because:

  They are scam 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/02/2023

  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.

  After switching to different plan with dame cellphone company and switching REMOVEDthey are blaming it on my cellphone software when up til over a week was working perfectly fine and when I told them I want full refund they are giving me a hard time and I am going to cancel my non existing services because of this issue.

  Business Response

  Date: 02/04/2023

  Response attached

• Initial Complaint

  Date:02/02/2023

  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.

  My husband and I have been trying to transfer our service to Visible, but are learning they cannot provide the service they promised. Neither of our accounts has fully functional service. REMOVEDspent over 22 hours on chat and calls. My husband many many hours too. There is no number to call (they only call you rarely at great insistence - and you cant call back). You also cant respond to any email they send. They claim to have support through chat, REMOVEDmessenger, and REMOVEDMessenger, but they are often unmonitored and not responded to for days. Chat and the website are often nonfunctional. I have screenshots to prove this. Currently the Apple Watch cellular is nonfunctional on both accounts despite us both trying desperately to get it fixed. While trying to fix it they initiated a change to my number of 40 years that I ported over. This was entirely without my permission. They now apparently have a different version of my account on their systems than I can see. I see my correct number on my phone, but new number on app and website. They see correct number on their side. But sometimes its the opposite. Because of this I cant activate watch and my cellular service and voicemail have been going in and out for days. I asked for refund on phone / and refund of service many times - but they ignored requests for return authorization and now say its too late. They are not honoring the contract we made. They promise calls that never come. They always say dont worry before some other new problem occurs. They wont refund for the phone and service. I can provide screenshots verifying everything. Case REMOVED

  Business Response

  Date: 02/16/2023

  Response Attached

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18969270
  
  I am rejecting this response because:
  
  
  I have spent 60 plus hours trying to resolve issues with Visible (I finally stopped counting hours spent).   Since I file this complaint with BBB, there have been 445 messages on REMOVEDmessages and REMOVEDMessenger.  This does not include countless more hours on the phone and chat (one day 7 1/2 hours on the phone and another day 11 hours).  The problems are still not resolved. During this time, they caused more issues.  They deleted voicemail multiple times, changed my number again without my consent, killed my service for long stretches, had all calls going to voicemail that was not working (so people couldnt reach me or leave message), etc.. During this time,promised callbacks werent made, chat was down, social media didnt respond for a long period. My husband was without his phone for days at a time because I needed it for promised support calls that never came.   My cell phone service never was fixed (SMS / Authentication text problems and many other problems) and cellular watch never worked.   All of this is documented with screenshots and audio recordings. 
  
  They made me think they were going to still try to fix these issues but all contact from technical teams ceased once they offered the refund and compensation option.
  _________
  - Visible Feb 7, 2023, 1:51 PM
  We can still continue to work on your current Apple Watch issue until you port out. Maybe in the meantime, you choose to remain a Visible customer. This way my colleagues can call you when they have an update. *CB
  The refund we discussed for the service and device won't be affected. *CB
  _________
  
  I used the offered refund and compensation pathway    but the refund and compensation promised is still not completed.
  
  ------------------------------------------------------------------------------------------------------------------------------------------
  Visible agreed in writing to 5 things to resolve this issue.  They have only done one so far.
  1. Full refund of phone price. 
  2. Full Refund of all cell phone service charges. 
  3.  For my time and trouble they promised a $200 gift Card. 
  4. For my time and trouble they promised new AirPods Pro 2nd generation
  5.  They promised a call from their executive team once all items are completed.
  
  Here are details on progress on these items which are not completed.
  ------------------------------------------------------------------------------------------------------------------------------------------
  1. Full refund of phone price.  I have ported to another carrier.  Phone has been sent to them.  I videoed excellent condition of phone, erasing it, packing up process, and shipping process.  Refund hasnt happened they sent return label for ground shipping and they say it hasnt been received. They say they will refund when received.  After so many broken promises not willing to take their word until I see the refund.
  _________
  Visible 2/7/23
  Yes. We understand that the device will not be in flawless condition upon return. As long as it had no major damage like screen cracks,chips, etc. that won't be a problem. *CB
  _________
  -REMOVED: Feb 7, 2023, 12:29 PM
  And Ive heard people have trouble porting out. So I need to be able to successfully port out my phone number before I return the phone.
  _________
  -Visible Feb 7, 2023, 12:29 PM
  We will offer you the time to port your number to another carrier. Once the port out will be successful, we will refund your device and the REMOVED. *CB
  _________
  -Visible Feb 7, 2023, 12:37 PM
  Regarding refund, we will have two situations. If we discuss the phone refund we will apply the refund once the phone has arrived in our warehouse from the moment you sent it together with the return label. *CB
  
  ------------------------------------------------------------------------------------------------------------------------------------------
  2. Full Refund of all cell phone service charges.  They say they have done this but not appearing on my account yet.  After so many broken promises not willing to take their word until I see the refund. 
  _________
  -Visible Feb 7, 2023, 12:29 PM
  We will offer you the time to port your number to another carrier. Once the port out will be successful, we will refund your device and the REMOVED. *CB
  Please also keep in mind that the refund will process only when the port process will finish and not before the port. *CB
  _________
  -Visible Feb 7, 2023, 12:37 PM
  Regarding the service, we will apply the refund once the port out was successful. It can take up to 10 business days to reflect in your bank account. *CB
  
  ------------------------------------------------------------------------------------------------------------------------------------------
  3.  For my time and trouble they promised a $200 gift Card.  Done.
  
  ------------------------------------------------------------------------------------------------------------------------------------------
  4. For my time and trouble they promised new AirPods Pro 2nd generation which was promo for my phone purchase.  They tried to bait and switch to a cheaper product.  Despite their promises to get the promised product to me, its still not done 15 days later.  There have been over 200 messages over 15 days about them not honoring their promise.  They are trying to blame it on their fulfillment center, but ultimately they are responsible for their promises.  I would be happy with a gift certificate for the value - or credit card credit for the value of the AirPods, if Visible thinks its too hard for them to send the correct AirPods.  Just a few of the broken promises.  Ive tried very hard to resolve this still not resolved.
  _________
  -Visible Feb 7, 2023:
  We are also back with some awesome news! Our executive team also authorized granting the two promotions to be applied to your account. We will get back to you with additional information, and we'll provide the codes as soon as we have them. We are truly sorry again for everything you had to go through, but we hope we can make things right! *CB
  _________
  -Visible Feb 8, 2023:
  Thank you so much, REMOVED! We will give you the correct promotion code in a few moments.
  _________
  -Visible Feb 8, 2023:
  Regarding the promotion issue, as I've just checked with the team you can redeem your promotion with the code provided before, and you will receive the correct AirPods, the 2nd generation ones. *MGB
  _________
  -Visible Feb 8, 2023:
  Regarding the AirPods as I mentioned. In case you receive the wrong ones please announce us, and we will rectify it. *RB
  2/8/23 Visible
  _________
  -Visible Feb 8, 2023:
  If you follow the redemption process you will receive the series 2 pros and not the series 3. My team confirmed this, and we shouldn't have any issues.  *RB
  
  _________
  -Visible Feb 11, 2023, 1:14 AM:
  Hello REMOVED. I am sorry to hear about the issue with the promotion. Do not worry, we will get this fixed, and you will get the correct promo. On Monday we will contact our executive team, and they will get this rectified. We will get back to you as soon as we receive the promo code. Thank you!  *AIC
  _________
  -Visible Feb 13, 2023, 12:39 PM:
  Hello. We just contacted Black Hawk in order to ask them to switch from AirPods 3rd generation to AirPods Pro 2nd generation as you requested initially. *RB
  _________
  -Visible Feb 14, 2023, 9:13 AM:
  Hello. We didn't receive an update so far from Black Hawk.Usually, it takes around 72h for them to respond to us. *RB
  I will ask our executive team to urgent the situation. *RB
  _________
  -Visible Feb 15, 2023, 9:23 AM:
  Hello, thank you for your reply. We just received an answer from Black Hawk and they are checking their resources to assist you further by sending you AirPods Pro 2. This process might take up to REMOVEDhours. We are going to send you an update as soon as they are going to provide us with their resolution. We appreciate your patience.  *MFA
  _________
  -Visible 2/20/23 Mon 3:19 PM :
  Regarding the payments for all the trouble caused I informed our Executive team, and they mentioned that they will start to work on the refunds. Once I have their confirmation that they have been done will inform you here. *RB
  _________
  -Visible 2/21/23 3:10 PM
  Regarding the AirPods Pro 2nd we are waiting for Black Hawk to answer us. Once they reply to our email, we will inform you. *MFA
  ------------------------------------------------------------------------------------------------------------------------------------------
  5.  They promised a call from their executive team once all items are completed:
  -Visible Feb 7, 2023, 1:33 PM
  We totally understand, and I can tell you that my supervisor is paying attention to this situation, and he is directly communicating with the Visible Executive team. We will ensure that we will improve our processes and things like this won't happen again. *CB
  _________
  -Visible Feb 7, 2023, 12:45 PM
  Our executive team will keep a close eye to your situation and nobody will force you to do anything sooner than what we discussed. *CB
  _________
  -Visible  Feb 7, 2023, 1:11 PM
  I also wanted to reinforce the fact that my colleagues are speaking now with the executive team, and they confirmed everything we discussed so far. *CB
  _________
  -Visible  Feb 7, 2023, 1:37 PM
  Please, rest assured that our team will call you when they will proceed with the refunds to confirm everything has been done and the refunds will be applied. *CB
  _________
  -Visible Feb 7, 2023, 1:42 PM
  As I mentioned our colleagues will honor their call once we will refund the payments for your phone and service. We will leave proper notes for this to happen. Once again we apologize, and we truly appreciate your understanding in this situation! *CB
  _________
  -Visible Feb 7, 2023, 1:33 PM
  We totally understand, and I can tell you that my supervisor is paying attention to this situation, and he is directly communicating with the Visible Executive team. We will ensure that we will improve our processes and things like this won't happen again. *CB
  _________
  -REMOVEDFeb 7, 2023, 1:37 PM
  Please make sure all of this gets to the executive team and I would like a call from them after they review all of this
  Id like to talk to someone on your executive team who is actually reviewed everything that happened
  Including why they would change my number without my permission
  _________
  -Visible Feb 7, 2023, 1:37 PM
  Please, rest assured that our team will call you when they will proceed with the refunds to confirm everything has been done and the refunds will be applied. *CB
  _________
  -REMOVEDFeb 7, 2023, 1:59 PM
  Ok.  But Id still like that call from your executive team member who has reviewed this entire case. Its the least I could expect after what Ive been put through.
  -Visible  Feb 7, 2023, 1:42 PM
  As I mentioned our colleagues will honor their call once we will refund the payments for your phone and service. We will leave proper notes for this to happen. Once again we apologize, and we truly appreciate your understanding in this situation! *CB
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  When they have completed the 5 items they have promised me in writing then and only then I will accept their response.  I have additional documentation of every claim made here screenshots and audio recordings.
  
  REMOVEDHelland 

• Initial Complaint

  Date:02/01/2023

  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.

  REMOVEDRegarding Visible Services LLC REMOVEDCell phone service piggy backed on REMOVEDnetwork.Recently I had an stolen ID attempt through my bank debit card.The situation has been resolved but there are a few companies that still have the old card number used for auto-debit and thus payments are denied. I have resolved them all but Visible Services LLC for my cell phone.Neither of the emails I use are listed with my account and I cannot gain access to update the payment method and bring my account current and resume service. I don't have any other emails that I can try.I been in Visible chat with a knowledgeable rep who could not help because of the email issue. I would let the matter drop and change back to a regular REMOVEDaccount but they cannot port the REMOVEDnumber because of the same email issue. If they install a sim, it will lock the phone and it's unusable. And I want to pay what I owe.Certainly there are other ways to verify and individual y chat or in person on the phone which apparently they do not have or use. I need help with this issue to pay the balance due and resume service. I am without a phone until I get this issue resolved which is very REMOVEDor REMOVEDare the only email address's I have.I don't know where else to go to resolve this issue and it's impossible to talk to anyone directly about it by phone as I have tried on my daughters phone. I am ready and willing to pay but I'm not having any luck.

  Business Response

  Date: 02/07/2023

  Response Attached

  Customer Answer

  Date: 02/08/2023

  Issue resolved thank you