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:01/28/2023

  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 signed up for Visible Wireless but so far have not been able to get my cell phone connected and its been almost a week. They have poor costumer service if any at all. They have No specific customer REMOVEDnumber to call. REMOVEDspent hours chatting but get nowhere. It has to do with porting out and porting in and no matter what I do, they are just unable to activate my service. There are just too many technical issues. To add insult to injury, they made sure they charged my account as soon as I signed up. So I have not had any cell phone service at all this week. It has made me very upset because I cannot even sign up with anyone else because I am ported into this company (Visible), basically locked in to them and I am not a happy camper about it.

  Business Response

  Date: 02/02/2023

  Response attached

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18941737
  
  I am rejecting this response because:

  it is true that I requested to cancel the service from Visible and I did finally receive the refund but that was at my request. Visible never was able to activate the REMOVEDcard either electronicly or by physical REMOVEDcard. I was out of phone service for a week  and many hours in chat with their techs trying do get activated. They were unable to activate service even to the point of resetting my phone completely which has caused no end of issues with my phone. I then went to Consumer Cellular for phone service and had no problem getting activated. So really Visible did not resolve the problem and their only means of contact was via chat versus being able to speak with a live person. Terrible service.

   

  
  
  Sincerely,

  
  
  REMOVED

• Initial Complaint

  Date:01/27/2023

  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.

  Been waiting over 4 days for them to port my phone number. Asked for updates every day. Cannot get phone calls nor log into accounts that use text for multi-factor authentication on the number Im waiting for them to port. Get the runaround every time I chat with them.

  Business Response

  Date: 02/07/2023

  Response attached

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18942068
  
  I am rejecting this response because: One and a half weeks is not an acceptable resolution time. During this time I missed any number of important calls and messages, including one from my son's physical therapist. These were lost forever, so I still don't know what all I may have missed. I was also unable to log into my accounts that use text as multi-factor authentication.

  During this time, there was no way for me to directly speak to next level support or get an ETA on the fix. I just had to keep on waiting. I got useless updates each day with no helpful information at all. They just told me to keep waiting. Looking at other complaints online this has been ongoing for months where people are waiting weeks to get their numbers ported in and out. It's an ongoing issue and clearly the company is doing nothing to fix it. I am rejecting the response because the company needs to actually fix the problem and not just give out credits. I don't want other people to have to deal with what I did, including potentially myself in the future if I chose to switch providers again.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/27/2023

  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 SE 3rd gen from visible on Nov 23rd, 2022 and the order number is #REMOVED. I transferred my number to visible and activated the service and device on Nov 25th, 2022. Then I made another two payments for my service on Dec 25th, 2022 and Jan 25th 2023. According to their unlock policy(REMOVED), my phone should be unlocked on Jan 24th, 2022. However, my phone is still locked until now. I reached out to visible and asked why and they told me that the phone is activated on Jan 24th, 2022. How is that possible given that I already got charged three times for the service itself? Also, if you go to REMOVEDand input the serial number of this device, you will find out the coverage will end on November 24, 2023, which is the exact 365 days after the device activation date, which is Nov 25th, 2022. Visible should treat their customers with integrity and unlock my device. I kindly ask you to have visible either unlock the device or refund me.

  Business Response

  Date: 02/02/2023

  Response attached

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18938812
  
  I am rejecting this response because: The apple service and support coverage screenshot clearly shows that this device was activated on Nov 25, 2022. The billing statement clearly shows that i indeed completed 3 monthly payments. I don't know what other evidence i need to get this device unlocked.
  
  Sincerely,
  
  Ning Cui

  Business Response

  Date: 02/08/2023

  As mentioned and shown on the Visible website under the Device Unlock policy, the device must be activated and used on the account for 60 days before the device is unlocked. The device was activated but not used on the account. The device will remain locked until the requirements are met. 

  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: 02/14/2023

   
  Complaint: 18938812
  
  I am rejecting this response because: the resolution does not work for me. 
  
  Sincerely,
  
  Ning Cui

• Initial Complaint

  Date:01/26/2023

  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 just attempted to get cell phone service/plan via Visible by REMOVEDand could not get the phone to even start. I tried for a couple of days and then decided to go with a different carrier. However, I purchased 2 Apple I phones from them 1 for over $700 and my own for over $429.00. I ended up getting another iphone MUCH cheaper from the other carrier. I used the AFFIRM app to purchase both Iphones one for me and one for my son. I ended up deleting everything and then contacting customer REMOVEDfor a refund and they claim I never ordered even though I have proof. I want to send the new phone back and get my money back. Please do not let them get away with this. They are the worst cell phone company.

  Business Response

  Date: 02/01/2023

  Response attached

  Customer Answer

  Date: 02/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. Unfortunately refund is not quick!
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/26/2023

  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.

  On 1/18, I bought new phones from the Apple store. I created a new account for my wife and one for myself. The phones are both iPhone 14 Pro REMOVEDMy wife's phone had her number ported and activated on 1/18 with no problems. I also set up my phone and ported the number. I have not been able to get the service activated. It has been 8 days paying for no service. The reference number is 04645730.I have contacted the chat option several times. They haven't been able to help. They have sent an escalation to a technical team. They haven't solved the problem either. I have no service, and I need it to work. I have several emails stating that they are working on it, but it shouldn't take this long to port a phone number over from another carrier and activate the phone. They told me the number has been ported over to them. I just need them to active my service.

  Business Response

  Date: 01/31/2023

  Response attached

  Customer Answer

  Date: 01/31/2023

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

• Initial Complaint

  Date:01/26/2023

  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.

  Hi there,I purchased an iPhone 14pro with Visible on 11/23/2022. With order number #REMOVED. At the time of purchasing the phone, there was a promo saying that I will get a 200 dollar gift card and a beats earphone. After I got the phone, I contacted Visible about promo, they responded that I will get the promo after some billing cycles. Today I checked with Visible again since its already three months. The customer REMOVEDtold me that there was no promo on the day I purchased the phone, which is a lie. There was and are basically promotions everyday on Visible. I searched online and found that this is not a single case. Many others also encountered same problem. Visible is not honored with their business commitments. I think this is a scam and should not be permitted.Thanks,REMOVED

  Business Response

  Date: 01/26/2023

  Response attached

  Customer Answer

  Date: 01/31/2023

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

• Initial Complaint

  Date:01/25/2023

  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 Sept 16th, 2022 with a new number for work. The promotion at the time came with AirPods and a $200 gift card. I contacted a live agent to port over my number from REMOVEDan eligible port over company. The agent explained I had to create a new account to port over my number. I chatted with an agent in December of 2022 that stated I had one more month of paying the bill before those promotion codes would be emailed to me. Today Jan 25,2023 I follow up. The agent said because I didn't have everything on one account I was ineligible. So I am now getting scammed out of the promotions because I followed the instructions of their agent and paid 2 phone lines instead of one.

  Business Response

  Date: 01/26/2023

  Response attached

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18897228
  
  I am rejecting this response because:Please see email order where I purchased an iPhone 14pro from visible in the email it states promotion $200 choose your own gift card.  I did have a promotion on my purchase from visible and they are choosing to not honor their own promotion.  
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/31/2023

  As mentioned, the member did not add the promotional offer to the cart when checking out and at the time there was no promotional offer at the time of activation for a member bringing over their own device. REMOVEDhas thoroughly investigated the issue and no further action will be provided.

• Initial Complaint

  Date:01/25/2023

  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 am trying to transfer my phone number from Visible to US Mobile. Visible is saying my line is inactive, which is not true because I am still using that phone number for calls, texts, data. Visible said to get a new pin so I did. Tried a second time without success. All information is filled out correctly. It has been 5 days now and they waste my time on chat and do anything. Everyday I get an email from Visible saying they are working on the problem and they respond 24 hours later with same message. I feel they are purposely delaying this to try to get one more month's payment out of me.

  Business Response

  Date: 02/01/2023

  Response Attached

  Customer Answer

  Date: 02/01/2023

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

• Initial Complaint

  Date:01/25/2023

  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 a plan with Visible wireless. My phone calls would intermittently not go through so I called them to fix the problem. They made the problem worse where I can't make or receive any calls, and then told me to wait 24 hours or so to fix it, which is ridiculous. So I've been waiting and no fix. The only way to contact them is through chat online and even then it takes hours to even get someone to talk to. This is the worst company i've ever dealt with in my life. I want a refund for the lack of service I've had.

  Business Response

  Date: 01/26/2023

  Response attached

• Initial Complaint

  Date:01/24/2023

  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 signed up for visible in August 2021, in which, I have receipts saying I would receive a $50 dollar promotion after 3 months of service. I did not receive REMOVEDand they are denying it and saying I will not get it.

  Business Response

  Date: 01/26/2023

  Response attached

  Customer Answer

  Date: 01/26/2023

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