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:02/01/2023

  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.

  My phone was stolen a few weeks ago. I contacted visible to start the process of getting the phone replaced via my insurance and was sent to Apple to start the claim. Apple sent me back to Visible who then turfed be to Assurant. This took about a week to finally get to the right person to get a device sent to me. During this process realized that the email address linked to my account is no longer active because I moved and have a new internet provider and the previous email was deleted and no able to be reactivated. This has made the process even more difficult because they can not verify my identity through the email because it is in active. Nor through the phone because it is not activated. It is not activated because the sim that came with the phone did not work and another was ordered 6 days ago and I have not received it. I asked why not activate via REMOVED. I go to activate the REMOVEDafter Visible said it was ok to do so and there is an error that the phone is locked and I need to reach out to the carrier. I was finally able to access my account after visible lifted the dual authentication feature. Once in the account I went to change the email to an active account and am not able to do so because they want to confirm the change via the phone that is not online. At this point I am beyond fed up with Visible as a whole. I asked if I could get the phone unlocked and the REMOVEDto port t my number and I was told that it would be emailed to the address that is inactive and can't be updated because I can't activate the phone locked by the carrier I am activating it with. To remedy the situation I am asking that my device be unlocked and the REMOVEDneeded to port the number to another carrier is provided to me via my current email address or texted to me. I appreciate any help the bureau can provide but I am just going in circles and want to get service back up on my device with someone else.

  Business Response

  Date: 02/06/2023

  RE: REMOVED#: 18962314
  
  Dear BBB:
  
  Thank you for referring the complaint of REMOVEDVisible for review. We appreciate this matter being brought to our attention. 
  
  REMOVEDfiled a complaint on February 1, 2023, regarding unlocking their iPhone 13 and receiving a port pin so they can port to another carrier. REMOVEDchatted with Visible regarding issues with not having access to the Visible app, their sim card status, and updating his email address. The care agents had issues verifying REMOVEDdue to the replacement device not being active so they could not receive text and the email was deactivated and not able to send email to the email address on file because it was incorrect. The member was sent an email instructing them to do a backup on the device and perform a factory reset to correct the issues REMOVEDwas having.
  
  An email was sent on February 3, 2023, to confirm if the member was able to update the email address and port out their number, or if they needed additional assistance, but no response was received. 
  
  Visible considers this matter resolved and we apologize for any inconvenience that REMOVEDhas experienced as a result of this matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.
  
  
  Sincerely,
  
  REMOVED
  Executive Relations Team
  

  
  

  Business Response

  Date: 02/06/2023

  Response attached

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18962314
  
  I am rejecting this response because:  I did not receive an email on 2.3.23.  I did receive an email from REMOVEDasking me to confirm that I received the email to reset the phone, but I did not receive it and do not have any instruction on what is needed to port the number.  

  What email did they send the email to?

  
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/15/2023

  REMOVEDworked with REMOVEDto get access to the Visible account so that he could port his number out. REMOVEDconfirmed that he was able to access the Visible account and was able to port his number to another carrier. The account now shows terminated.

• Initial Complaint

  Date:02/01/2023

  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.

  Towards the end of November 2022 I had upgraded my Visible service because I had lost cell service while traveling and thought that maybe I had not signed up for the correct services for traveling. When I got back from my trip, I still had no service and chatted with visible. I explain to them that I had four days of no service and I wanted a credit for those days. After almost two. weeks, I saw a credit of $5. on my account. Soon after, I also realized my Apple Watch was not receiving any cell service ( which I paid $5.00 a month for). Visible could not fix it and instead of asking me if it was OK , they went ahead and changed my phone number. By then, I was fed up with the poor customer REMOVEDand after waiting for a couple of more weeks I canceled my service. That was around December 9 2022. Today, I chatted with Visible once again to find out the status of my refund for $10. Expecting it to be refunded to my credit card, I was told that there was a $10 credit on my closed account! This entered After I canceled my account.I requested that this be refunded to my credit card, and was told by the rep that this could not be done. Really? Isnt this stealing?? As I stated earlier, I canceled my account early December 2022 and here we are in February. No one from Visible ever contacted me for an update to my situation regarding my refund. I am once again, requesting that my credit card be refunded $10 accordingly. Two months to resolve this issue is outrageous.

  Business Response

  Date: 02/03/2023

  Response attached

• Initial Complaint

  Date:02/01/2023

  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.

  11/27/2022 purchased a phone that I was told by a rep would be able to be used on there network as a Christmas gift for my wife. Dec 25th tried to get phone activated on their network. They could not activate it or get it to run . Two plus days my wife had no service. They refuse to unlock or let me return phone. They have not tried once to make contact. They wanted my time at 2 plus days over the holidays. Hours on hours on chat for them to get no where. I had to leave so I could get my wife service. I was a customer for 2 years with them. The phone is fully paid and was never under payments.

  Business Response

  Date: 02/03/2023

  The information listed in the complaint shows that a device was purchased in December. REMOVEDwill need to provide the information for the account that he is referencing. 

• Initial Complaint

  Date:02/01/2023

  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 subscribe to a prepaid cellular service called Visible. After many years with the company I wanted to change my SIM card to an electronic one that the company offers. I was helped through the process of changing over. After many failed attempts, I was told I needed to change to a new plan for it to work. Since I didnt want a new higher priced plan, I tried using my old SIM card. Now that didnt work, then I was told they couldnt help me unless I get a new plan. I told them if I couldnt keep my plan I will leave and port my number. I was told as soon as I port my number I was eligible for a refund. I ported my number and reached out for a refund and I was told I wasnt eligible for one.

  Business Response

  Date: 02/03/2023

  Response attahced

• Initial Complaint

  Date:02/01/2023

  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.

  Visible is not honoring a promotion they promised to honor On 6/22/2022, I signed up for the $200 port-in promo. Order #REMOVEDPromotional Offers:$200 Choose Your Own Gift Card You'll get your $200 Choose Your Own Gift Card on us once youve activated your service and paid your third month. Check your email after making that third payment for instructions.On 11/17/2022, Its almost time for my fifth payment, I still haven't received my $200 port-in promo, I contacted Visible many times, but didnt received a reply. Visible wont hold true to their word, even if you have it in writing and can prove it. I switched to a different carrier because of this deceit.Once again, Visible should honor a promotion they promised to honor.

  Business Response

  Date: 02/03/2023

  Response attached

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18963134
  
  I am rejecting this response because:

  After checking my email, I have not received a gift card redemption code from Visible so far.
  
  

  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/09/2023

  The redemption code was resent on February 9, 2023 to the email address on file.

• Initial Complaint

  Date:02/01/2023

  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 have forgotten both password to my visible portal and my gmail account. However, via chat, visible was able to verify my identity through my phone. Despite this, visible, via chat, claim they are unable to send me link to reset my account except my gmail. Since my credit card associated with account is abt to expire. i will be forced to lose my number because i am unable to do anything to my number unless i am login to the visible portal. I am hoping visible will send me a link either to my phone or to my second email associated with another line that i have with the visible wireless. It save me a lot of trouble to lose a number as a visible customer currently with two active lines.

  Business Response

  Date: 02/03/2023

  Response attached

  Customer Answer

  Date: 02/04/2023

   
  Complaint: 18962805
  
  I am rejecting this response because:
  

  visible responds to this matter via their website chat as well as here has be subpar. I do not want to terminate my service or my number. In fact. there is nothing i can do without accessing my account. Instead, i will be forced to pay until my debt card expire 8 months from now and only then my number will be terminated against my wish.  i was not provided an alternative to reset my password by visible. I wish to be provide a method by visible so that i can reset my account immediately.  I have stated that i would not be able to reset the gmail that is assoicated with the account because gmail would not let me to do so after many tries. Visible has not adequately warn the potential danger of losing number after losing access to an email. This is a very serious issue that more people need to know about.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/10/2023

  As mentioned this member was sent an email to reset his password. The member can reach back out to Visible via the app or the website to verify his account and request a password reset.

  
  

  This is the email that was sent to the member on 1/28/2023

  We're reaching out regarding the issue youre experiencing with your password, and we're sorry for the inconvenience this has been to you, but worry not, we are here to help!
  Please click this link, valid for 1hour: REMOVED
  If youre having trouble following the link, please try following the link using a different device.

   

  Chat communication from the member on 1/28/23

  ( 9m 13s ) REMOVED: avoid charge for ending an account
  ( 9m 15s ) Visible: REMOVEDaura-rendered-by="235718:0" style="box-sizing: border-box; color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px;">( 9m 24s ) Visible: Hey there! Thank you for contacting Visible. My name is REMOVEDand I'll be glad to assist you today. May I know with whom do I have the pleasure to chat with?
  ( 9m 32s ) REMOVED: REMOVED
  ( 10m 14s ) Visible: Hey there, REMOVED! Hope your day is as blessed as mine.
  ( 10m 34s ) REMOVED: tks. did u read my previous message
  ( 10m 49s ) Visible: I see that you wish to avoid charges for ending your account, correct?
  ( 11m 43s ) REMOVED: i want to make sure that i will not be charge service fee for next billing cycle since i am terminating the account today and the bill is due tmr.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18962805
  
  I am rejecting this response because:
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/31/2023

  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.

  Hi , My name REMOVEDhaving visible(by REMOVEDphone number REMOVED, I tried to purchase Iphone SE 2022 model from www.Visible.com on 11/25/2022 but my order not successful even though I provided correct payment details. I tried for 3 consecutive days but still no luck. When I tried to purchase the same phone on 11/29/2022 then the order was successful and on the same day I checked with Visible customer care chat support and the agent confirmed that my order is eligible for a promotional virtual gift card of $250 after 90 days of service with Visible.. They have provided me the reference numbers also to confirm that I am eligible to receive $250 virtual gift card . Here are the case numbers or reference numbers from Visible REMOVED, REMOVEDand REMOVED. But when I approached the Visible chat support team on 01/31/2023 they said that I am not or my order is not eligible for any promos or any virtual gift card . When I provided the above case numbers also the agent denied to apply any promos to me and he/she said that it is the agent who contacted me earlier on 11/29/2022 did provide wrong information to me which I feel disgusting. I feel cheated and Visible is WORST and a fake service provider.. I request your team's help to provide justice to me as I have lost $250 virtual card which they promised me earlier on 11/29/2022

  Business Response

  Date: 02/02/2023

  Response attached

• Initial Complaint

  Date:01/31/2023

  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.

  Details: date REMOVED2022 amount:968+30+30+30+30=1088 Business: they promised that after 60days using their service, the device would unlock automatically.Dispute: after 60 days, I found my device was still locked so I contacted them On Jan.19. They replied me on Jan20 And told me I could restart my device to solve this problem. However, it didn't work. So I contacted them again. But they insist that I activated my device on REMOVEDwhich is the date they replied to me. So I have to using their service for another 2 months. Now, they refused to help me to solve this problem.

  Business Response

  Date: 02/02/2023

  Response attached

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18956103
  
  I am rejecting this response because:

  This phone (iPhone Pro REMOVED13) was a brand-new carrier-locked phone purchased from carrier Visible. A carrier-lock means it can only use sim card from Visible and not able to use any other carrier's service. According to the attached "Device Unlocking Policy", this device is supposed to be eligible to be unlocked after more than two months (60 days) billing payment. The proof of payment can be seen from the attached email confirmation from Visible. The payment starts at 10/31/2022 and kept going until now.

  On 01/20/2023, after contacting Visible, they sent the email (attached) promise that the phone can be unlocked after a restart cycle. However, they reneged on that promise and kept locking my cell phone.

  I have the proof that cannot be upload due to the limitation of number of the attachments. I saved them properly and am preparing to file on a small claim court in REMOVED, REMOVEDto dispute the payment of cellphone and wireless service received from Visible.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/08/2023

  Visible is unable to keep locking a device as the device was not used in the account for 60 days. The device unlock policy is listed on Visible website. However, I have included the part of the policy below. As mentioned, once the device is used on the account for 60 days, the member can communicate with Visible to have the device unlocked.
  

   

  Device Unlocking Policy | Visible
  REMOVEDrole="presentation" style="background-repeat: no-repeat; box-sizing: border-box; color: rgb(33, 37, 41); font-family: "Futura Std"; font-size: 16px; background-color: rgb(255, 255, 255);">Why does Visible have an unlocking policy?
  Visible wants to make sure that devices are available for members who want to activate and use Visible service and keep devices out of the hands of people who want to obtain devices without paying for them or otherwise drive fraudulent activity. To minimize fraud, newly purchased devices will be "locked" to work exclusively on the Visible network for a limited period of time. 

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18956103
  
  I am rejecting this response because:

  In Visible's policy "Visible wants to make sure that devices are available for members who want to activate and use Visible service and keep devices out of the hands of people who want to obtain devices without paying for them or otherwise drive fraudulent activity."

  According to my evidence attached in this thread, I paid the purchase fee for the device as well as 4 months of monthly wireless service charges. Obviously, this is not the behavior that "want to obtain devices without paying for them or otherwise drive fraudulent activity" as described in your policy. The device supposed to be unlocked in 2 months after purchasing and wireless service payment.

  Due to the unlawful and dishonest behavior conducted by Visible, I have filed a small claim at REMOVED. Case No.: CVI2300157.

  Looking forward to talking to you in the small claim trail!

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/29/2023

  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 case number REMOVED. I was told to contact them again to get the $300 promo gift card after the 3rd service payment, as the promo didn't show up in my account after completing the order but was there in the cart. I purchased eligible device and ported from eligible carrier. Now, after 3rd service payment, the agent is denying me the gift card, saying the promo is not showing in the account, but the agent I chatted with said I would get it still after 3rd service payment when I contact them again after 3rd service payment. But now all agents are denying me the $300 Gift card promo.

  Business Response

  Date: 02/02/2023

  Response attached

• Initial Complaint

  Date:01/28/2023

  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 participated in a promo that if I bought the phone, port in my number and make 3 payments for monthly plan, I will get a gift card of 300 on January 28. I confirmed with the online agent many times that they manually added the promotion to my account after I ported in November. Yet today the live agent said they couldn't see the promo even after I repeatedly gave them the case numbers and said I had screenshots with previous agents as proof and sent me to social media for help. Yet I never got any reply. If I do not get the promised gift card, I would like to return the phone with full refund of the phone and refund of the three months plan I paid, in total of REMOVED. One of the previous agent also said if I do not get the gift card, I can get full refund.

  Business Response

  Date: 02/03/2023

  Response attached

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18945223
  
  I am rejecting this response because: I cannot open the attached file
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/15/2023

  REMOVEDrequested to receive the $300 gift card she was promised and that promise was honored. The $300 gift card was sent on February 3, 2023, and is showing redeemed. An email was sent to clarify the rejection, but no response has been received yet.

  Customer Answer

  Date: 02/22/2023

   
  Better Business Bureau:
  
  I found the gift card in junk mail. i accept the resolution.
  
  Sincerely,
  
  REMOVED