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:12/28/2022

  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.

  I purchased a ******* A42 5G on 24 Dec 2022. Immediately upon purchase the money was debited out of my bank account. I was issued a new phone number and The agreed terms were for overnight delivery, due to holidays phone should've arrived 28 Dec 2022. 27 Dec I checked Visible App and website for tracking info. Both tracking tabs on App and Website failed to load. Contacted Visible through Web Chat and was told I hadn't purchased anything and they'd restart the process for me. I've already paid for the phone. They refuse to address the issue after I stated I already bought it and gave them payment info. Kept me on standby on webchat with no 1 word responses every 20 to 30 mins for hours on the 27 Dec. Asked for a call back that I was assured would be immediate on our webchat. No call, spent 2 hrs 28 Dec on webchat and ******* @visiblecare. Still asking for a call back and where is the phone I paid for and still nothing.

  Business Response

  Date: 12/29/2022

  Response attached

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18651122
  
  I am rejecting this response because:I was drawn in to Visible Wireless with a sale on a Cell Phone. I purchased the phone on 24 Dec 2022 and Visible said it would be overnighted and debited my bank for the purchase. 4 days later Visible refuses to honor the Sale price and wants me now to buy a Cell Phone of lesser quality for the Price I paid or in Visibles words "wait for their next sale or purchase with Affirm and make payments". Visible is failing to honor our purchase agreement
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/10/2023

  In the initial complaint the customer was requesting to know where the device was that she purchased. As mentioned due to a glitch in the system the customers order was canceled and a refund was issued to the card on file. This customer has had no other communication with Visible outside of this complaint. If the customer would like to purchase the device they can visit www.visible.com and purchase a new device. ******************** has thoroughly investigated the issue and no further action or will be provided.
  
  

• 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.

  I have been trying to port out my daughter's cell phone number to another provider for well over a week. We have spent hours and hours working on this. They couldn't get the port out pin to send via email and they couldn't even text the phone that was on their own service! After finally getting an email with the port out pin, I went to the new providers store waited an hour only to find out that the port out pin wouldn't work. If you read online complaints this is standard operating procedure for them. I just want a port out pin for my daughter's phone!

  Business Response

  Date: 01/03/2023

  Response attached

• Initial Complaint

  Date:12/28/2022

  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 placed iPhone 13 ************* with Visible order #******** in December and was supposed to receive a $200 gift card in February as a promotion for 1 year of validity. The gift card was sent in February 2022 with only 6 months of validity, I did not get a chance to use it as I traveled internationally for 4 months [Aug- November]. When I check my card in November it was already expired.I contacted Visible customer ********************** but they failed to reissue the card, even though they mentioned during the call and chat that the validity of the card was for 1 year for all promotional gift cards. To resolve the issue I was asked to call the number on the back of my master card. I called the card issuer, black hawk. They said it was as per the terms they have with ******* and Visible and they cannot reissue the card and asked me to contact visible customer ************************************************* Phone Number is ********** Please help resolve this issue with the reissue of my gift card.

  I placed iPhone 13 ************* with Visible order #******** in December and was supposed to receive a $200 gift card in February as a promotion for 1 year of validity. The gift card was sent in February 2022 with only 6 months of validity, I did not get a chance to use it as I traveled internationally for 4 months [Aug- November]. When I check my card in November it was already expired. I contacted Visible customer ********************** but they failed to reissue the card, even though they mentioned during the call and chat that the validity of the card was for 1 year for all promotional gift cards. To resolve the issue I was asked to call the number on the back of my master card. I called the card issuer, black hawk. They said it was as per the terms they have with ******* and Visible and they cannot reissue the card and asked me to contact visible customer **********************. The ********************** Phone Number is **********

  Business Response

  Date: 12/29/2022

  Thank you for referring the complaint by ********************* to Visible for review. We appreciate this matter being brought to our attention. As of today, there are no records listed in the system for this customer based upon the mobile number provided for Visible to further investigate. This member has 3 other accounts with different mobile device numbers. However, due to an internal flag, all accounts were closed upon attempting to activate with Visible. Per Visible's policy, no refunds, or reissuing of a gift card will be provided and no further action will be provided by Visible. 
  
  

  Customer Answer

  Date: 12/30/2022

  Visible team fails to understand the issue. The visible Phone Number ********** was active for 5 months and I can provide proof of payment. As per terms and conditions gift card will be issued only when service active. Issue here is that the $200 Master gift card which was issued in Feb 2022 was valid only until Aug 2022. I used Visible service for 5 months and I do not think I need to be an active visible member to use the gift card. What I am asking is to reissue the gift card as funds were not used. I can provide all the details required to reissue the gift card. I belive Visible is trying to rob me of my funds. As you can note Visible statement is contradicting by itself. 
  

  
  I need the $200 gift card to be reissued as funds were not used.
  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18650303
  
  I am rejecting this response because:

  Visible team fails to understand the issue. The visible Phone Number ********** was active for 5 months and I can provide proof of payment. As per terms and conditions gift card will be issued only when service active. Issue here is that the $200 Master gift card which was issued in Feb 2022 was valid only until Aug 2022. I used Visible service for 5 months and I do not think I need to be an active visible member to use the gift card. What I am asking is to reissue the gift card as funds were not used. I can provide all the details required to reissue the gift card. I belive Visible is trying to rob me of my funds. As you can note Visible statement is contradicting by itself. 

  I need the $200 gift card to be reissued as funds were not used.
  

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

  Business Response

  Date: 01/12/2023

  As mentioned, there are no accounts listed in Visible system with either of the above phone numbers. Visible does not reissue gift cards and we have no way of verifying these accounts. If the above accounts were active with Visible and the accounts qualified for a promotion, the customer will need to follow up with Blackhawk, the issuer of the gift cards. Blackhawk contact number is **************. Visible has thoroughly investigated the issue and no further action or will be provided.
  
  

• Initial Complaint

  Date:12/27/2022

  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.

  December 22,2022 was the transaction date I bought a ******* galaxy g13 5g for $209.00 plus tax. It said next day shipping. And when I got the tracking number it said the package would be delivered 12/23/2022. When I didnt receive it on 12/24/22 I contacted visible to see what was going on. The tracking said it was in ******* ********* and it was delayed. I waited until 12/26/2022 to contact visible again which they told me to contact ***** which I did and they couldnt give me an estimated time of delivery. When I contacted visible on 12/27/2022 to see what I still havent received the phone. They told me that I needed to file a lost/stolen report. I told them that it wasnt lost or stolen that havent received it and since I havent signed for it it was their responsibility to ensure that I receive a phone since I payed for it. They told me that I needed to wait until they email me about the phone. I didnt understand why they couldnt give me an estimated date when I would get the phone. I asked if they could cancel the first phone and send another one since I waited so long they told that it was fedexs fault and that I needed to take it up with them. I told them that I didnt order the phone from ***** that I ordered it from them. They were extremely rude and hateful. When they say next day shippand give you a delivery date of 12/23/2022 and you still havent received the phone on 12/27/2022. And they dont do anything to help but tell you to wait longer and dont give you a time frame, and offer no solution. But wait am be a******* about it. Then its a problem

  Business Response

  Date: 12/28/2022

  Response attached

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18648090
  
  I am rejecting this response because: I did finally receive the phone that I paid for. But I had to keep messaging the company and talking to different people for 4?days before they did something. With no apology, they told me basically it was my problem that I needed to call ***** and get them to find the phone. That I should file a list/stolen complaint. When I knew it wasnt lost or stolen. It was just never delivered. So No I reject their response. Some form of compensation should be paid. More than likely if I didnt call persistently nothing would of be done about it
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/27/2022

  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.

  On or around December 7, 2022, I inquired about applying a promotion that was recently extended to all plans. At the time of activation, the promotion was only applicable for their Visible Plus subscribers. However, within a week of my activation, they extended this outstanding promotion to the basic plan. I reached out serval times to customer ********************** to see if they could apply the promotion since I had just recently signed up and I didnt think it was fair that I wasnt given an opportunity to use this promotion. The customer ********************** I received was unsatisfactory and their appeal process had no due process and didnt even listen to my prospective as a customer.reference [#********].

  Business Response

  Date: 12/27/2022

  Response attached

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18643492
  
  I am rejecting your resolution. In your response, you didnt reference the correct conversation. On December 7, I was calling because Visible had extended their $15 off promotion to both the basic and plus members. Perviously, you only had this promotion applied to plus members. I had just signed up a matter of days before hand. Most businesses allow for price adjustments in the customer favor. I may file complaints with the ************************ and/or the ********************************* as well for regulatory oversight and relief as I am entitled under federal law.
  
  Sincerely,
  
   

• Initial Complaint

  Date:12/25/2022

  Type:Customer Service 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 bought an iPhone 13 Pro *** and transferred the service to Visible from ******** on Oct 31st, with a promotion offer of $150 gift card. (Details attached)Today (Dec 25th) when I reached out to customer **********************, they said this promo offer never exist.

  Business Response

  Date: 12/26/2022

  Response Attached

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18638259
  
  I am rejecting this response because:
  
  1. If you read my attachments, I already attached the details of the promotion.

  2. If you say my account doesnt meet the requirement, please be specific.

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

  Business Response

  Date: 01/11/2023

  After further investigating the member's account, Visible has determined that he purchased a new device, met the three monthly payments, and ported his number within 30 days. The member has been emailed the gift card for $150.

  Customer Answer

  Date: 01/20/2023

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

• Initial Complaint

  Date:12/24/2022

  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.

  Thank you so much for your attentions! I purchased a phone from Visible.com in Nov and then activate my plan with them in Dec, 2022 within 30 days. I am an active duty service member, and I will have to be deployed in Jan 2023. I requested Visible to suspend my plan for a period of five to six months when I am away and at the same time unlock my device, since I still have to use my phone in a location with other available service providers and networks. Then Visible refuses to provide free suspension service to cover the deployment period and asks me to pay the plan every 60 days to keep the number saying " because you're using prepaid plans, you have to pay it." Well if I prepay it, will I be able to receive the service at the location where I will be deployed? Definitely not. So this is absolutely not fair or making making any senses. And more interesting, they only provide prepaid plans for the customers; there are no post-paid ones. I found this link at their website ******************************************************************* at the last question, it says they can unlock and suspend my service at my request. And I also consulted them before joining Visible, and their customer ********************** told me it is free for service members. I believe there is a law of section 535a of the service members civil relief act regarding this as well. Well, if I have to pay every 60 days, or 120 days, I can pay, but I will ask for the refund as well, since I receive no service at all in my deployment. Appreciate your understanding and help!

  Business Response

  Date: 01/02/2023

  Response attached

  Customer Answer

  Date: 01/02/2023

   
  Complaint: 18637070
  
  I am rejecting this response because I don't understand why Visible would call it resolved while awaiting for my response back from the holiday.

  1. My device hasn't been unlocked yet. I will have to send the email required by Visible from my official account to verify my ID, which I will have to do it on Jan 3 when I will be back to my unit.

  2. Please kindly reconsider a full monthly credit to redeem and keep my number, but thanks for the offer though!

  
  Sincerely,
  
  Guoming

  Customer Answer

  Date: 01/09/2023

  The good news is that Visible has just resolved my request by giving me some credits. Thank you so much again for your prompt attention to this matter! Wish you a great new year ahead as well. Appreciated!
  
  Best regards,
  Guoming
  

  
  

• Initial Complaint

  Date:12/24/2022

  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.

  Since 11/12, I have repeatedly contacted customer ********************** via chat and ******* (there is no phone option) to change my mailing address so that I could receive a new SIM card and have a lower bill. Every single time, I go through numerous verification procedures and explain the issue and every single time, I am assured that the issue is being "escalated" and that the next level of customer ********************** will resolve the issue. I then receive an email stating that they know I want to change the address and directing me to chat again. This restarts the entire process of verifying, explaining the issue again, trying various solutions, and the case being escalated. I then receive another email directing me back to chat and start the **************** again, in an endless loop. Twice I was promised a call back and no one called. This has been going on for weeks and is still not resolved. I have overpaid twice now on my bill since trying to order the new SIM card and spent countless hours using the chat function.

  Business Response

  Date: 12/28/2022

  Response Attached

• Initial Complaint

  Date:12/23/2022

  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.

  Hi ,I took visible connection in Sep 2022 with promotion for $200 Gift card and Apple Airpods 3 Which i Can get after paying 3 rd. month Bill, but all of sudden My network got disconnected in Oct 2022,I Right away contacted visible Support Up on investigation they told my number got ported out to different network with out my permission I didn't even got any OTP or call regarding this transfer .But soon they realized their issue and informed me to open new account and pay for 2 months then they can add same promo to it .I took new connection on same day as they requested and after paying 2 nd month bill I contacted them regarding my promo and they did discussed with some one and informed I need to pay for 3 rd. month as well inorder to get the promo .Now I payed 3 rd month bill (literally I payed 4 months bill) on new connection up on contacting them now they are saying I am ineligible for promo as my new line doesn't offer that and they are saying I have get my old number which got ported out initially with out my knowledge .They don't have any contact number to contact directly and everything discussed on through chats I have screenshots of the chat where promised that they will honor the promo to my new line. Attached them to complaint. Can someone please take action

  Business Response

  Date: 12/24/2022

  Response Attached

• Initial Complaint

  Date:12/22/2022

  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.

  Visible Wireless did not honor their advertised promotion. They promised a $200 gift card and free AirPods 3 with the purchase of a iPhone 14 pro on a new line. After I completed the required three months of payment, they delivered the gift card promotion, but never delivered the AirPods 3 promo invitation in email nor in the app whenever I checked. Since, I ported out due to poor voice quality. Would Visible please honor their promises and send the AirPods 3 as advertised, or a gift card? Thank you.

  Business Response

  Date: 12/23/2022

  Response attached