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:01/13/2023

  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.

  On 1/7/2023 I signed up for Visible and was told my port in would be done in 24 hours. Then told another *****, then another ***** everyday all the time with every single customer representative they had. They even said they would email me in ***** hours which they never did and it's been 7 days now after they charged me $15 for the first month without being able to port my original phone number ************ from Boost infinite. Even their self automated app keeps giving me an error claiming my number is inactive. While my number is active, and even a Boost supervisor confirmed this.Someone needs to teach Visible a ****** about giving their customers false hope, poor customer **********************, and their repeated lies. Even Visibles supervisor claimed it would be done soon but still it's been 7 days.....Here is my account info for the port in from previous carrier.Boost infinite Account # ************ Pin # ****** Port case with ******************** # ********

  Business Response

  Date: 01/18/2023

  Response Attached

• Initial Complaint

  Date:01/13/2023

  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 transferred to Visible because of the $150 virtual gift card promotion after 3-month full service, right now it's been 3 month. Within 3-month, I contacted Customer ********************** and I was told $150 gift card is eligible for me. But now they told me my original carrier is not in the eligibility list they updated Dec 09 2022.

  Business Response

  Date: 01/18/2023

  Response Attached

• Initial Complaint

  Date:01/13/2023

  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 purchased a new iPhone 14 Pro *** through Visible during their Black Friday deals, as they had a great deal going on with Beats Studio Earbuds & a $300 gift card promotion after 3 months of payments. I got my new phone right away, but as soon as I began the activation process, it was just problem after problem. I was trying to port my number over from ******** & after dozens of chats with long wait times & calls to *******'s porting system, I finally thought I had it fixed but the Visible app wouldn't allow me to activate my service. I had to fly across the country, so I had ******* turn my old phone back on so I would have cell service during my trip, figuring I'd deal with it when I got home. I spent the whole month of December consistently chatting into Visible (their only way to contact CS), & though their CS agents are for the most part very kind and helpful, no one seemed to be able to fix the service issues. Finally, one agent told me to sign up as if I were bringing my own ********** seemed to work, so all I needed was to port my number over (this was late December 22). I then accidentally hit the wrong button in my Settings app on my new phone, which led it to believe I was trying to activate a ******* SIM on a Visible locked phone, & for the past two weeks, my new phone has been locked into an activation cycle I cannot exit or bypass. I've spoken to ******* and Apple, both of whom told me Visible needed to fix this. I was able to port over my number, but I now have no service on either phone. I have been talking to Visible for 3 days STRAIGHT asking for either a replacement phone overnighted or for a temporary unlock so I can bypass the activation screen & get the new phone working, but I've been passed from team to team & just told to wait for an email with no resolution in sight. I need my phone for work & this is seriously affecting my livelihood. Now my trade-in has expired & I'm not sure I'll get the deals I signed up for. I am beyond frustrated.

  Business Response

  Date: 01/23/2023

  Response Attached

• Initial Complaint

  Date:01/12/2023

  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.

  My wife and I transferred our service from ******* to Visible over the past week. We terminated our service with *******, received all the necessary information for porting over our numbers and then started the activated process with visible. My wife's went smoothly. Mine has not. They have been unable to port my number in and are continuing to give me the run around despite one of the "agents" indicating that they have the number. The first SIM card didn't work and it would not activate and they said they would send a new one but didn't, then told me to deactivate that entire account and start over, which we did. We spent three days paying on that account with no service. We opened the new account and now I have a random phone number, an unactivated phone with no service, and I have spent at minimum 12 hours chatting without resolution, receiving lie after lie after lie. I've been told for 32 hours now that a "tier 2" agent would be calling me "within the hour". I need my phone number ported to my phone and my account activated. I have had no service for four days now. And I am PAYING for this service right now and not receiving any or any assistance whatsoever. They are telling me they can't say when they can help me because they have a lot of cases right now. I've paid for the month in full and am not receiving any service.

  Business Response

  Date: 01/17/2023

  Response attached

  Customer Answer

  Date: 01/20/2023

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

• Initial Complaint

  Date:01/12/2023

  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.

  On Sep 19, 2022, I bought a new iPhone 14 Pro from Visible( a ******** company owned by ********* the product contains a promo of a $200 gift card and a pair of Airpods with the purchase, the promo can be redeemed within 1 month of the device been activated and 3 months of service payments. However, after I received the device, their team could not successfully activate the service until now, no matter how many times I contacted them for help in chats on Visible.com. Their customer ********************** delayed solving the problem and reject me to make a return of the device/give me the promo gift/make a refund of 3-month service payments(because the service was not activated). And I am still waiting for the issue to be solved but clearly, no one from Visible is helping.Now I want a fair response from Visible and to get what I deserved at first.Either return the device and make a refund or activate my iPhone successfully and give me the promo gift.

  Business Response

  Date: 01/10/2023

  *************************************************************** 10, 2023
  
  
  Better Business Bureau of **********
  1262 ****************************. Building A, Suite 202
  ********, ** 08690
  
  
  
  RE:  Complainant: *************
         Complaint Number: 18711646
  
  
  
  Dear Ms. ************************** you for contacting *************** of ********* Relations regarding ***************** compliant.  In her/his complaint, received on January 9, 2023,  ************* expressed concern with a failed activation of a newly purchased device. 
  Upon further review, weve determined the customers concern should be addressed by our Visible team.  Per BBB guidelines, please forward ***************** complaint to the appropriate ******* Team.
  Email: **************************************
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  Sincerely,
  *********;
  ********* Relations Analyst
  
  

  Business Response

  Date: 01/25/2023

  Response Attached 

• Initial Complaint

  Date:01/12/2023

  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.

  I purchased an Iphone 14 pro *** on October 2 2022, during that time visible mobile was running a promotion that included a $200 gift card and a pair of Airpods 3. I contacted customer support before transferring my number to visible and I was told by their agents that I qualified for the promotion. However after 2 months i received an email saying that the airpods were removed from my account. i contacted visible customer ********************** and I was told that it was a mistake on their side and that after 90 days i would receive a code to redeem the promotion. Now its been more than 90 days and i have not received anything and visible customer ********************** says that i don't qualified for none of the advertised promotion even though i contacted them and ask before purchasing a new phone and transferring my number. The last time i contacted customer ********************** they admitted that it was a mistake and that it was their fault but that they cannot do anything. they basically scammed and lied me to purchase a $1300 phone. Account # ************ Phone # **********

  Business Response

  Date: 01/16/2023

  Response attached

• Initial Complaint

  Date:01/11/2023

  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.

  Visible offered a promotion on 10-4-2022 that would provide a $200 gift card and Beats Studio Buds if I purchase a new Apple iPhone 14 Pro and activate the phone and pay for 3 months of service, and port in my phone number from an eligible carrier. Summary:- I ported in my phone number from eligible carrier(Google FI), signed up for Visible wireless service, and purchased a brand new Phone 14 Pro after being promised Beats Studio Buds and a $200 gift card for doing so, after activating my new iPhone and paying Visible 4 months of service.- So far Visible honored half of the promotion and has sent the redemption email for the Beats studio buds, but Has yet to send me the redemption email for the $200 gift card. At first after talking with customer ********************** they needed proof of port in (bill of my previous cellular carrier), which I provided and it was confirmed that it met the requirements for the promotion. Next after being directed to contact Visible via ******** messenger, they said that they would send the email for promotion redemption. So I have checked my email and it was not in my inbox. I contacted again and they told me they will send it again (multiple times) but I have yet to receive it. Next they tell me that it is an issue with my email and to contact my email provider as to why I am not receiving it. I have checked all folders(spam/trash) and with provider. It is not there and not an email issue on my end because just days ago I received the email from (visible offers) for redemption code for the Beats Studio buds. Even if it is truly an "email issue" they could at least attempt to send me the redemption code by another mean. I have contacted them via their online support channels and through social media (as they requested). I have well documented proof of the terms and conditions of the promotion along with my eligibility, This includes screenshots and chat transcripts. I would like Visible to honor their promotion and send me the $ 200 gift card as advertised.

  Business Response

  Date: 01/19/2023

  Response attached

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18726014
  
  I am rejecting this response because: The redemption code for promotional gift card was not included in the same email as the beats buds (See attached screenshot of email). I have not received the redemption code for the gift card. I would like for Visible to please send me the redemption code. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/25/2023

  Email sent to the member with the redemption code to redeem the gift card.

  Customer Answer

  Date: 01/31/2023

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

• Initial Complaint

  Date:01/10/2023

  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.

  I got a new phone and tried to transfer my phone number using their included eSIM switch feature. That was over two weeks ago, from that moment forward I have been locked out of the app and locked out of the website and have had no phone service. Ive reached out to their customer ********************** group probably 15 times, Ive spoken to two supervisors, they keep telling me that my case is being looked at, and no one ever responds to me, and nothing is getting fixed. Meanwhile, I just got billed for another month of service even though I havent had phone service for the last two weeks. I am unable to even port out my phone number, they say the only way I can do it is through the website or the app which I of course, do not have access to. So I cant even leave the company, they have me stuck and refused to actually fix it with any urgency.

  Business Response

  Date: 01/18/2023

  Response attached

• Initial Complaint

  Date:01/10/2023

  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.

  I have been having trouble with the battery on my current phone for over a year. I had the insurance but Visible refused to replace my phone unless I paid them $400 or went over a month without a phone. They had no regard for my safety or finances. I finally broke down and purchased a new phone. I spent 3 hours after receiving the new phone today chatting with their representatives to get my phone to work. The phone will not link to their service plan. They refuse to give me a refund on this $850 phone and claim it going to take a minimum of 24 hours to fix their problem. They wont even guarantee they can fix the problem and they still wont take the new phone back and give me a refund. Now I am stuck on their service with a phone with a bad battery and a brand new phone that is locked but cant get service on. They screwed me out of being able to afford another phone on a different service. Now I am stuck using a crappy phone and crappy service and still have to pay for a brand new phone.

  Business Response

  Date: 01/15/2023

  Response attached

  Customer Answer

  Date: 01/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, if the company actually follows through as promised.  I would also like to note that although I do have service and my phone is working, it is subpar at this time. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/10/2023

  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 ordered new service with Visible. Have a few complaints!The service where I live doesn't work here unless I am on wi-fi, I do not always get my calls or messages and the service is terrible. The phone itself I am being charged over $500 for on a payment plan.I called the company right away and told them I needed to return the phone and they said it was too late and if I cancelled the service, that I would have to pay the FULL price of the phone immediately. I felt so stuck. Also, it said I was going to get a gift card after three months of service, so I felt I would use that toward the high cost of the phone. Called today and was told the gift card was only if you ported over my number?I feel they are a huge scam and take advantage of elderly as myself. I want them to take back the phone with NO CHARGE or give me the gift card they promised.Prefer them to cancel the phone cost, take the phone and get rid of the service that only works on wifi. if electricity goes off, I have no service. I hope you can help me with this.

  Business Response

  Date: 01/18/2023

  Response Attached

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:

  I do not see here the response given to you!  But I did speak with someone and they gave me help with my situation, did give me a gift card as requested and I will look into getting a signal booster for inside the home. 

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