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:01/10/2023

  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.

  I purchased an IPhone from Visible (Order #********) on 11/25/2022 which includes a pair of Beats Studio Buds, I contacted an agent in November and he told me I only need three payments to get this offer (and a $300 gift card) and do not need to switch service. However, I received an email on 12/29/2022, saying that the Beats Studio Buds had been removed because there was no port-in. I contacted another agent and she did not solve the issue. This is ridiculous, I was told by one agent that I do not need port-in at first, but another agent told me I need to port-in one month later when I have already deleted my former line. I need Visible to correct this problem and give the offer back to me.

  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.
  
  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 previously filed complaint about Visible wireless not responding to requests for cancellation and return labeling due to lack of being able to activate service. They ultimately responded and confirmed cancellation and provided me with return labeling for the device I purchased. I returned the new iphone 14 and have confirmation via *** tracking that it was returned to Visible. I was notified by Affirm however that the loan was still funded and required payment and if I didnt pay then this could affect my credit. I re-engaged with Visible customer support this week who did confirm that they received an Iphone 14 but have not been responsive as to why Affirm has'n't cancelled the loan. The Iphone was new when purchased and was never able to be activated on the number I requested hence prompting the return. Visible did confirm in my previous BBB complaint that they cancelled my service as requested. Now I have not heard back regarding their receipt of the phone. My credit is at stake until they clarify this and return funds to Affirm which financed the purchase.

  Business Response

  Date: 01/15/2023

  Response attached

• Initial Complaint

  Date:01/10/2023

  Type:Sales and Advertising 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 did not activate an account with Visible Wireless, however, they began to port my number from my current carrier, Cricket Wireless, anyway. They had NO authorization. Now my phone service is not fully functional, and my texts do not come through t from Anyone on the **************************** network. I spent three hours at a Cricket store to day and everything is fine with my account on their end. Visible ONLY Has a chat option, and will not resolve the problem. In addition, to I can point to be HUNDREDS of customers with the same issue on many forums, be all unresolved. I feel this is a class action lawsuit.

  Business Response

  Date: 01/18/2023

  Response Attached

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18646459
  
  I am rejecting this response because: I have already gone through the issue with the Cricket port team and there is nothing wrong. The only thing that changed, ONLY THING, is Visible started a port of my number WITHOUT my consent, then cancelled the port. This is OBVIOUSLY what has caused the issues I'm having, especially since ONLY my contacts with ******* -based services (*******, Visible, Spectrum) are affected.

  Please look at networking issues and resolve ASAP.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/10/2023

  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 ordered a phone due to misleading ad displayed on their website offering a promotion for a $200 gift card and airbuss with the purchase. It did not say anything about having to be a new customer. I ordered and asked when I could be expecting the items and was then told that I would not be eligible. I then canceled the order due to false advertising. Upon my next live chat I was advised that the promotional items would be sent to me once I made my first three payments. The agent advised me that the order was still in affect and everything was good to go. I get notified by the carrier that visible canceled my order while in the process of shipping. Again I contact the business and the agent tells me it was canceled because it couldnt be delivered. After contacting multiple times I was told it was canceled and that the funds would be back in the account in 3-5 business days. I contacted them against today and the agent says it will take two weeks. I have no phone and this business only operated via live chat. I would like a refund immediately and I would like other customers to be made aware of their business practices. I would like a refund!

  Business Response

  Date: 01/15/2023

  Response attached

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18717328
  
  I am rejecting this response because: the advertisement is false and the company should not be able to use this to lure customers into agreements. In addition there is no way to contact anyone outside of a chat. I have transcripts that I will attach that is proof of a Visible agent confirming the validity of this promotion. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/10/2023

  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.

  I placed an iPhone and ported in a new number. The promotion is 150 gift card and a speaker. I received the phone but the port in did not work for a week. So I contacted the customer ********************** many times. On November 2, 2022, an agent said he would cancel my order, placed a new order and gave me a new number since the port in did not work. And he promised me I would get my gift card and promo would keep the same. However, after I paid my third months, when I was supposed to get my gift card and speaker, visible told me I was eligible because I did not port in. Visible refused to give me any solution. The case number is ******** and November 2 chat is ********

  Business Response

  Date: 01/13/2023

  Response Attached

  Customer Answer

  Date: 01/24/2023

   
  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:01/09/2023

  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.

  I purchased an iPhone 14 Pro *** through the Visible website. I went to activate my phone on 01/04/2023 and did not receive data. Visible is supposed to offer unlimited call, text, and DATA. I am on my 6th day of messaging with Visible representatives and I was told I needed to upgrade my service plan for my new phone to work, but I had to wait till the next pay cycle to upgrade. They are basically saying I need to pay for a service I am not receiving, which is $40. I have told them countless times of my data issues and they will not remedy the issue. So I am without data that they expect me to pay for. Even though they admitted through messaging that it was a service issue, not a phone issue.

  Business Response

  Date: 01/16/2023

  Response Attached

• Initial Complaint

  Date:01/09/2023

  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.

  Visible Acct # ************. On **/**/2022, I submitted an online order for an iPhone 14 Pro, Order #********. I contacted Visible to cancel my order on the same day. I was provided Reference #******** for this cancel request. The product still shipped, ***** tracking # ************, the device was re-routed and returned to visible on 12/28/2022, ***** tracking# ************. I have had multiple chats with Visible and received multiple conflicting information. I have still not received a refund of $1068.93 (PayPal) as of the time of this complaint.

  Business Response

  Date: 01/16/2023

  Response Attached

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18711924
  
  I am rejecting this response because:

  On 12/29/2022, I spoke with ****** through chat that advised that my refund for my cancelled order was submitted on 12/29/2022. On 1/9/2023, I spoke with ***** through chat that advised that she has no record of any refund being submitted on my account. Later on 1/9/2023, I received an email from ***** that advised "the device has been scanned in our warehouse on 12/30/2022"

  I have been provided conflicting information multiple times. My question is to confirm when my refund was submitted accurately for my cancelled order?
  
  Sincerely,
  
  ********************************

  Business Response

  Date: 01/24/2023

  An email was sent to **** informing him that a manual refund was processed on January 20, 2023, and he responded by saying he received notification that a refund of the payment on December 20, 2022 payment was initiated. Visible considers this matter resolved as the refund has been processed on Visible's end.

  Customer Answer

  Date: 01/30/2023

   
  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.
  

• Initial Complaint

  Date:01/09/2023

  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.

  I purchased Visible phone plans for my children in August 2022. My daughter received a brand new iPhone 13 on 12/25/22. The phone should be e sim compatible and should have transferred simply from the iPhone xr. We have spent countless hours on chats with visible. One person even tried to force us to upgrade and plan and stated this would be the only option to fix the problem. They did call my partner and sent a new physical sim. It did not work. The customer ********************** agent did state he saw a problem on their end. We did everything they said, and then they sent another sim card. The new sim card failed as well. I contacted them thru chat again and requested a call. I was told they couldn't do that even though ****** had called before. I asked for someone from IT to reach out, and I was denied. Finally, he reviewed the profile and said oh, they never called you. January 5th, I was told someone call as soon as possible. To date, the Visible team has not reached out. We should not be expected to resolve this issue over chat after several failed attempts and a promised call. This will be day 16; we have paid for a service that isn't being received. During my last chat, I also asked for the complaints department's email or contact and was denied that information. I appreciate the concept of no brick-and-mortar stores and the convenience of the chat; however, when an issue exceeds standard chat criteria, it should be escalated to resolve the matter quickly and efficiently. I would also like to be reimbursed for the time the phone has not been activated.

  Business Response

  Date: 01/16/2023

  Response attached

• Initial Complaint

  Date:01/09/2023

  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.

  Hi Team,I purchased a visible Iphone 14 pro *** with the promotional offers of Beats Studio Buds and $300 Choose your Own Gift Card. When I purchased the offer and switched to Visible from LycaMobile, I spoke with their customer ********************** representative on chat to confirm if my switch matched all their requirements and I would be receiving both my offers. I was given positive confirmation by the customer ********************** representative. However, once I was 30 days into my service, I received an email saying I had not switched from an eligible carrier and hence my offers would not be provided. I would not have switched or continued on Visible(returning the phone within the first 14days) after the first day itself, if this would have been told to me. But at that time, I was given incorrect information.Now, I have been constantly following up with the Visible Customer Support and they agreed to providing incorrect information. However, they are saying we cannot do anything. They are unprofessional, they are not helping with anything and saying I will not be getting anything from them. To top it up, one of the support reps mentioned taking $10 for Beats Studio plus $300 Credit, which in my opinion was rediculous.Also, another unprofessionalism is them not giving me a call back and putting on the ticket, that a call was made and a family member of mine spoke. I have all the proofs of my chat conversation with them. I would like some help in making this reach the level needed, so I can get my due.

  Business Response

  Date: 01/13/2023

  Response attached

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18709281
  
  I am rejecting this response because: When I signed up for the service, I had reached out to the Customer ********************** Representative and they mentioned I would be receiving my offer. If I was told, I would not be receiving the offer because I was not elligible, I would have returned the phone within the first 14 days itself. Now I was given assurance that I would be receiving my offer and the same can be checked in records of the Visible Customer Rep. *** either I get my offer or Visible takes back their phone and refund me my money, I will port out the same day. I am trying to meet in the middle, but without offer, I dont want to keep your phone, its cheating customers by providing incorrect information, which I cannot accept. Whoever wrote the reply from Visible for this complain, I am pretty sure didnot bother to go through all the details of the case and just refrenced the two chats which i had uploaded. 
  Request them to go through Visible System and look for complaint 4559902, where the supervisors who had called me also accepted that wrong information was provided by the executives, but they cannot do anything. If I was given wrong information, why will I suffer by not getting my benefits.
  So again, either I get my benefits, or Visible takes back their phone and return me my purchase price and I would be more than happy to move away from this company who doesnot have any respect or empathy for their customers. Being a *************** I expected them to be better, but unless I am being helped, I would not be accepting the resolutions.

  
  Sincerely,
  
  ******************* *****

  Business Response

  Date: 01/23/2023

  All chat communication was reviewed and as mentioned in the initial complaint Lycamobile is not an eligible carrier. The list of eligible carriers are listed on the Visible website. Visible has thoroughly investigated the issue and no further action will be provided.

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18709281
  
  I am rejecting this response because: The business is lying. They are not checking the case details which I had shared. Their customer ********************** representative who had called me trying to give me $10 credit for the incorrect information their executive had provided should have been recorded. I ask the business to send me the transcript of the recorded conversation from the case number I had shared. I am not accepting anything but my offer or the business take back their phone and I will port out of this provider. 
  thanks 
  
  Sincerely,
  
  ******************* *****

  Business Response

  Date: 02/01/2023

  As mentioned, this member does not qualify for a promotion as his previous service carrier is not an eligible carrier that qualified for the promotion and Visible return policy is 14 days.  Visible has thoroughly investigated the issue and no further **************, or gift card will be provided. 
  
  
  

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18709281
  
  I am rejecting this response because: Visible is cheating customers. Their executives had told me I would be receiving the gift card otherwise I would not have switched to the service. I spoke to them after switching and I was told, I would be receiving the gift card and the earbuds. So either I need that or need Visible to take back their phone. I dont want to deal with a company that has no regards for its customers. So either I get a credit or the promised gift card or visible take back their phone, they cannot just tell it was not in the list when their executive had confirmed I would be receiving it once I had asked them after switching. 
  
  Sincerely,
  
  ******************* *****

  Business Response

  Date: 02/13/2023

  As mentioned, the customer does not qualify for the promotion as the previous carrier was not an eligible carrier. The list of eligible carriers are listed on the Visible website. At no point, this member was advised by an executive that he would receive the offer. Visible has thoroughly investigated the issue and no further action or refund or promotional offer will be provided.
  

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18709281
  
  I am rejecting this response because: I was advised by the executive that I would receive the offer and the same was confirmed when their executive had given me a call saying sorry about that and offering me $10 credit. Please check the recordings of the call or if you share that recording and the executive has not confirmed that, then I will withdraw the complaint, but unless you show me the proof, I will not withtdraw the complain, because I cannot let a cheating company go without answering for their promises. 
  
  Sincerely,
  
  ******************* *****

• Initial Complaint

  Date:01/09/2023

  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 would like to return the iPhone 14 Pro. Customer ********************** told me that the phone could be returned outside of the return window of 14 days because Visible was unable to port my phone number from ********* Case ********. I have the return label but I want to make sure I will be refunded when I send the phone back in. Please respond as soon as possible.

  Business Response

  Date: 01/12/2023

  Response attached

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18707928
  
  I am rejecting this response because: Visible promised in writing via chat that if the number port was unsuccessful that I would be allowed to return the device outside of the 14 day period. I expect Visible to honor their commitment. The return period should not begin until Visible claims that they were able to perform the port-in. Therefore I am also within the 14 day period if it is counted accurately. The entire situation with Visible has been a complete and utter horrible experience. I would like to go to return the device and go to a new carrier.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/23/2023

  As mentioned, there was no promise allowing the member to return the device as all the chats were reviewed. This member is outside of the return policy and Visible is unable to accept the device as a return. Visible has thoroughly investigated the issue and no further action or refund will be provided.

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18707928
  
  I am rejecting this response because: A return and refund was promised to me. Visible is going against the word of its own customer ********************** agent. I will not close the complaint until Visible honors the extended return due to the issue with the number port.
  
  Sincerely,
  
  *******************************