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:12/30/2022

  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 issues with my phone since October 2022, it suddenly lost its service and when I would chat in they did not seem to know why. I have now gone 2 months with no resolution or idea as to why I cant activate service. I was told this would be escalated and when they wrote me back they told me to restart My phone and it would be ok. It was not, I cant message and now have to ****** what could be a fix. Ive been disconnected from chat over *************************************************************************** I did not need to explain and work myself up, but I do because I keep getting disconnected and I just want my phone to work! I then got disconnected and I cant take it! Also the last escalation I had they gave me the wrong escalation number so the agent was lost and confused, doesnt seem like anyone knows what is going on and i just really want my messages and calling to work and my past 2 months refunded, Ive been using my brothers phone because mine does not work. This is unacceptable that there is not someone you can call and this has to stress me out so much. This service works for the rest of my family so I thought it would be good but this experience is awful.

  Business Response

  Date: 01/05/2023

  Response Attached

• Initial Complaint

  Date:12/30/2022

  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 transferred my number to VISIBLE a few months ago when they were having promotions. The promotions were a $150 Gift card and the VISIBUNDLE speaker. Before transferring the number, I can see my promotions in the cart, but due to their system, my promotions disappeared. Their customer ********************** told me not to worry, they would add my promotions manually after 3 months of service, and I repeatedly confirmed my promotions with their customer ********************** and received a positive response. However, after 3 months of service, I only received a $150 Gift card when I asked them for the promotions. Regarding the VISIBUNDLE speaker, they told me that they were investigating the situation. It has been a few days and they told me that they were still investigating the situation. I do not know why they were still investigating the situation. This promotion was offered by them and was promised by them. I just want to get my promotion.

  Business Response

  Date: 01/05/2023

  Response Attached

  Customer Answer

  Date: 01/06/2023

   
  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,
  
  Wenye Su

• Initial Complaint

  Date:12/30/2022

  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 November 27 my husband and I purchased phones from Visible by ******** They arrived about a week later and after trying for 4 days to activate the new phones they were not able to be activated on our new network. We contacted customer support multiple times to try to solve this problem before ultimately deciding to return the phones and cancel the service. The customer *********************** representative sent me a return label to use to send the phones back. The phones were received on December 11. Unbeknownst to us the customer ********************** representative had given us a return label for a trade in which is handled by a different company. I have been chatting with Visible representatives for almost a month now and the only solutions they give are to call Assurant (the company who handles the trade-ins) or to decline the trade in offer. However, I have not received a trade in offer so I can not decline the offer and I have called assurant and they told me this is something that Visible should be able to handle since they facilitated the return. My case has been escalated 6 times and every time they give the same solution which leads to a dead end. On 12/25/22 I was charged $36.00 for the monthly payment for the phone I returned. So now I am being charged for a phone that I never was able to activate and after following the directions and information given for my return have no way to actually cancel the return since the phone is no longer in my position.

  Business Response

  Date: 01/09/2023

  Response attached

• Initial Complaint

  Date:12/30/2022

  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.

  Thursday 12/15/22 - I tried on 2 of my family's Visible accounts to order new phones. While it appeared that the orders went through they did not. They were 'stuck' in Visible's backend system (in what they call draft) even though the hold was placed successfully on my credit card.They keep clearing the draft but that doesn't work. Their backend system is broken but they don't seem to want to acknowledge that or fix it.I've been chatting with them for over 2 weeks now to get this resolved to no avail.

  Business Response

  Date: 01/04/2023

  Response attached

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18662792
  
  I am rejecting this response because:

  I'd like to be able to speak to ******** at Visible again.  She was very helpful, but I only received 1 of the 2 phones that she had manually ordered.  Both phones have already been charged to my credit card. I also didn't receive a tracking number for the second phone. (Under ********************).  I did chat this morning but got no resolution from the CSR.  They gave me a new case number but I have little confidence that this will resolve the issue further, hence my wanting to speak with ******** again. (Case Number 04578082).

   

  The phone ordered for account ********************** under tracking number ************ did arrive yesterday and has already been set up and is in use.  But the phone ordered for ******************** seems to be in limbo.

  
  Sincerely,
  
  *************************** Iii

  Business Response

  Date: 01/18/2023

  Hello ****************, 

  The second device was delivered on January 6, 2023 the tracking # for that device is *************. I have tried to contact you however, I have been unsuccessful. Feel free to contact me back at  ************.

   

  ********

  Customer Answer

  Date: 01/25/2023

   
  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.

  We did receive the phones and all has turned out well in the end.

  
  Sincerely,
  
  *************************** Iii

• Initial Complaint

  Date:12/30/2022

  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 completed my third payment with visible mobile and I should be able to redeem my promotional item, namely the bang and Olufsen Speakers. At first, visible mistakenly sent me the promo code as the redemption code after I requested the promotional item from them. I was unable to redeem the promotional item with the promo code obviously. After escalation, visible agent sent me an email saying they already redeemed the speaker for me on my behalf. And I should receive another email when the item is shipped. But the problem is, I never get the chance to put in the correct shipping address. Also, no one confirmed the shipping address with me before they redeemed the bang and Olufsen Speakers on my behalf. I have tried to contact the visible agents through chat and no one was listening or trying to help. They told me visible shipping requires signature and if nobody signed for it then it will be returned to visible eventually and after they received the speaker back they can send it to me again. The problem is, I didn't cause the trouble. I didn't put down the wrong address. Visible had problem with sending out the correct redemption code. I should be given the chance to put down the correct shipping address during redemption. Instead, they just sent it out to an address without any confirmation with me. I want Visible to send me the bang and Olufsen Speakers to the correct address, without putting me through waiting for the package to be shipped to a wrong address and safely return to visible. I should not be responsible for the problem they created.

  Business Response

  Date: 01/06/2023

  Response Attached

• Initial Complaint

  Date:12/30/2022

  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 ordered a new iPhone 14 Pro from Visible on December 20, 2022. Despite talking to 10+ agents and spendings 8+ hours on their support chat line, I have been unable to activate my phone. This has left me without service on both my old phone and new phone. I recieved horrible customer serivce, multiple incorrect information and suggestions to activate my phone, and was told on 2 occasions that I was would contacted via a specialist over the phone. I was given two time windows that were ~4 hours long, stayed at home to recieve these phone calls, and was never contacted. They advertise "Switching phones is SIMple" but I am stranded with a new phone, horrible customer **********************, and no one able/willing to help me. My case number is #******** and need this resolved ASAP.

  Business Response

  Date: 01/04/2023

  Response Attached

• Initial Complaint

  Date:12/30/2022

  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.

  Order number ******** was placed with Visible Wireless for cellular service and an IPhone 14 Pro *** on 11/30/2022. The order involved opening an account with Affirm to fund the phone, which was in the amount of $1282.93. The order was never fulfilled by Visible and the phone was never shipped. I contacted Visible on 12/9/22 via text (which is apparently their only means of communicating) to cancel the order. Received confirmation the order was canceled an 12/10/22. I was assured by Visibles customer ********************** that they would be processing a refund back to Affirm for the full amount $1282.93. As of today 12/30/2022, Visible has not processed the refund, which has caused me to have a late payment on my account, which is totally unacceptable. To avoid a late payment being recorded on my credit file, I went ahead and made the payment in the amount of $35.64 on 12/29/2022 even though I never received a phone or activated their cellular service.

  Business Response

  Date: 01/05/2023

  Response Attached

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visible suggested that I transfer my phone from a physical SIM card to an eSIM. They are pushing this transition on their mobile app and website, offering it as an upgrade. The problem is that the eSIM port failed and I have not had service for a week now. Every time I contact their support team, they try the exact same basic troubleshooting steps before trying to assert that my iPhone 13 Pro *** is not compatible with either the eSIM or Visibles network. There have been multiple escalations and no resolution and it is also impacting my spouses line of service. They eventually tried telling us that switching back to physical SIM cards would fix it, just to try and get us off of the chat support... They mailed us each SIM cards and still no resolution. We both have recent iPhones with iOS **** and 16.1.1, so they are not out of date. The 13 Pro *** is the prior years flagship phone, clearly eSIM compatible... Something is broken on Visibles side, preventing activations and the online forum Reddit shows many others having the same experience now. I am a former ***** Certified Network Associate (CCNA) and an EC-Council Certified Ethical Hacker (CEH). I can assure you that our devices are compatible and that we are not the ones causing this mess. I have had multiple escalated tickets and no real response back from the supposed escalations team. They just need to fix their activations and provide the service we have already paid for.

  Business Response

  Date: 01/07/2023

  Response attached

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18655929
  
  I am rejecting this response because: Both myself and my partner are still without any service and have dealt with many lies from Visible. There has been no meaningful changes. We are constantly told that our issue is being escalated or that we'll hear back before end of day, rarely is this true. Their executive relations team has assigned itself part of our case but lower level tier 1 support continues to message us. We keep receiving emails stating that the issue is resolved and all we need to do is reboot. That does not work. They also keep insinuating that our devices are not compatible even though they are and have been on their service for over a year. I ***** to remind them that an iPhone 13 Pro *** is supported per their own documentation and also that service worked for well over a year. They are constantly trying to deflect blame and will do anything to not admit that it is on their end. A $15 dollar credit also does not come close to covering the harm they have caused. Travelling internmation and locked out of many account, unable to access banking due to 2 factor authentication not being available. They are also subjecting customer to factory resets of their iPhone devices, which is usually the very last step due to the data loss potential. I am an IT engineer and have been in tier 3 help desks formerly, this has been the worst service experience of my life. I know that many of their troubleshooting attempts are doomed to fail because they cannot follow a correct order of operations. One agent had me reset my network settings (which deletes all saved wifi connections) and then told me to re-install the Visible app. They should have told me to rejoin wifi first, as how could I download without data or wifi. When troubleshooting, every step must be painfully clear as not everyone knows better. Your agent seemed to either think wifi settings would not be lost or they assumed I would just rejoin wifi without being told. Lower level support also keeps trying to call my partner on their down line for troubleshooting. How do they not understand that the line is down? How are their executive relations team and lower level support not communicating? They also keep saying they will close my partners case/ticket when they do not pickup on the down line! 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/17/2023

  Visible (myself) has been in communication with this member and the member issue was resolved as of last week after he upgraded the plan as well as his partners' plan. In total, a credit of $58.00 was applied to this member's account and he advised that he would follow up once his partner was back in the country to upgrade the device. However, no further correspondence was received from this member or reply from the message that I sent on January 16, 2023. There is usage on both of these accounts. Visible has thoroughly investigated the issue and no further action will be provided. 
  
  

• Initial Complaint

  Date:12/29/2022

  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.

  12/27/2022- Visible migrated my service to a new phone at my request but the activation failed which left me with no service. After 3 days, they have not been able to restore my service or provide a date when service will be restored. They have been unhelpful and just constantly say they are working on it without providing any meaningful updates. I am paying for service that I am not receiving and they are not resolving it.

  Business Response

  Date: 01/02/2023

  Response Attached

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visible refuses to let me order service at my address. Anytime I place an order, it is put on permanent hold. I am never given an option to appeal, or escalate the problem. All I want to know from Visible is if they can have a higher department contact me? Instead of just telling me I cant become a Visible customer at this time, I want help in fixing the problem?Im pretty certain whoever reads this at Visible will ignore my concerns, as usual, but hey, one can hope right? Why has my order triggered certain parameters in your system?How do I fix this problem?Can you please escalate this problem? Just giving me a generic copy and paste answer doesnt help anything and makes your customer ********************** look terrible.

  Business Response

  Date: 12/29/2022

  Response attached