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:01/16/2023

  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 a phone and plan from visible. The phone is financed through affirm. The phone did not work so I returned it to visible with a REMOVEDlabel they supplied. I have the tracking information that says it was received at the warehouse on 12/16/22. Today is 1/16/23 and they have not canceled the loan or refunded me the money for the phone. I have contacted customer REMOVED8 times and they will not do anything but tell me they are still working on the issue. The loan company wants their money.

  Business Response

  Date: 01/19/2023

  Response attached

• Initial Complaint

  Date:01/15/2023

  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 transferred my number to VISIBLE Nov 5th,2022 when they were having promotions. The promotions were a $150 Gift card and the VISIBUNDLE speaker. 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. I ask their customer REMOVED5 times 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: 01/23/2023

  Response attached

  Customer Answer

  Date: 01/31/2023

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

  
  

• Initial Complaint

  Date:01/14/2023

  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.

  Prior to switching to Visible, I was a REMOVEDcustomer. I switched REMOVEDaround November 2021. Recently, I have been having issues where I would have to re-start the phone, text messages not sent or received and same for voicemails. On January 6th, my phone showed "SOS" where the service bars typically are. Due to the issues leading up to this, I decided to go back to REMOVEDeven though Visible is OWNED by REMOVED. REMOVEDworks best on our area. I went to an authorized retailer near me at the end of the day, told them the issues and they began trying to help. The associate put my phone number, that I have had for 19 years, into their system and it showed activated under another customers name. This customer completed an order on 12/25/22 and activated the line on 1/4/22. REMOVEDcorporate told me "it's illegal to take a phone number from someone" when I pleaded with them to fix this error. I contacted Visible by chat online since you can't call them and was told there was nothing wrong with my account. Since 1/6/22, I have received 1 email daily from Visible stating they appreciate my patience while they work to fix this "hiccup". Their hiccup has already cost me thousands of dollars as I use this phone number for business. It is printed locally and online in many areas. I have yet to identify all the places the number is associated to me that I have missed.

  Business Response

  Date: 01/23/2023

  Response Attached

• Initial Complaint

  Date:01/14/2023

  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 transferred my phone service from REMOVEDto Visible and brought my own phone. Visible service did not work and I was on the online "chat" help for no less than 8 or so hours, over the course of several days. At no point did my service work correctly and they refused to have an agent fix the issues (couldn't receive voicemails or text) or call me with a live person. I finally got frustrated enough that I went to transfer my service back to REMOVED, all to discover Visible had locked my phone- which is against policy. They state they only lock phones for 60 days IF purchased through them. An online chat agent verified this info, but still refused to get the issue resolved by unlocking my phone. This cost me a lot of time and money.

  Business Response

  Date: 01/18/2023

  response attached

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18814110
  
  I am rejecting this response because:

  1) While I was able to send/receive texts from most iphone users, I was not able to receive them from anyone else.

  2) At no point was I getting functional voicemail- people left messages but they didn't come through to my phone. 

  3) I contacted Visible customer REMOVEDvia chat at least SIX times- one of these times, I was on for two hours. They refused to put me through to a supervisor.

  4) My phone was not purchased through Visible, nor was it under contract with them. It was against FFC rules to lock it, as they did. I spent SIX hours dealing with customer REMOVEDtrying to get in unlocked. 

  5) After spending almost TEN hours trying to get resolution to the issues, and having no one who was able and/or willing to resolve the it, I absolutely decided to transfer back to my previous service provider.  Visible's ASTERICKREMOVEDnotes on their response is completely out of line. 

  6) At no point after signing up did I have the full service I paid for. 

  7) I will consider this resolved once Visible has refunded the month of service that I paid for and was not able to receive. 

  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/25/2023

  As mentioned the member had service and no refund be provided.  Visible has thoroughly investigated the issue and no further action or refund will be provided.

  Customer Answer

  Date: 01/30/2023

   Complaint: 18814110

  
  I am rejecting this response because:
  

  Again, I had PARTIAL service. I was unable to send/receive texts from non-iphone users and my voice mailbox was not working correctly. I was on chat with your "help desk" for no less than 10 hours in total and the issue is VERY well documented. I also have countless screenshots from family members who could not get in contact with me and had all of their messages come back as undeliverable. You guys were unable to resolve it, and then illegally locked my phone so I could not transfer to another provider, which I have filed a complaint for with the FCC. 
  Ultimately, I had to switch to a new provider and purchase an entirely new phone, due to you having my phone locked. Please refund my $15 or I intend to file a small claims suit for the $15, as well as the cost of my new phone. 
  This is ridiculous that you would go to this extent to fight over $15. 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/02/2023

  As mentioned due to use on the account Visible is unable to issue a refund and Visible device unlock policy is 60 days. Visible has thoroughly investigated the issue and no further action or refund will be provided

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18814110
  
  I am rejecting this response because:
  

  1) I had usage to other iphone users ONLY. Incoming/outgoing texts to all other devices were INOPERABLE. 

  2) I was not under contract and my phone was fully paid off and brought over to Visible from REMOVEDVISIBLE LOCKING IT WAS ACTUALLY ILLEGAL. 

   

  I plan to file a lawsuit if this issue is not resolved with your next response. Seems way cheaper for you to just admit fault and refund the $15. This is utterly RIDICULOUS. 

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/13/2023

  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.

  On 1/7/2023 I signed up for Visible and was told my port in would be done in 24 hours. Then told another REMOVED, then another REMOVEDeveryday all the time with every single customer representative they had. They even said they would email me in REMOVEDhours which they never did and it's been 7 days now after they charged me $15 for the first month without being able to port my original phone number REMOVEDfrom Boost infinite. Even their self automated app keeps giving me an error claiming my number is inactive. While my number is active, and even a Boost supervisor confirmed this.Someone needs to teach Visible a REMOVEDabout giving their customers false hope, poor customer REMOVED, and their repeated lies. Even Visibles supervisor claimed it would be done soon but still it's been 7 days.....Here is my account info for the port in from previous carrier.Boost infinite Account # REMOVEDPin # REMOVEDPort case with REMOVED# REMOVED

  Business Response

  Date: 01/18/2023

  Response Attached

• Initial Complaint

  Date:01/13/2023

  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 transferred to Visible because of the $150 virtual gift card promotion after 3-month full service, right now it's been 3 month. Within 3-month, I contacted Customer REMOVEDand I was told $150 gift card is eligible for me. But now they told me my original carrier is not in the eligibility list they updated Dec 09 2022.

  Business Response

  Date: 01/18/2023

  Response Attached

• Initial Complaint

  Date:01/13/2023

  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 a new iPhone 14 Pro REMOVEDthrough Visible during their Black Friday deals, as they had a great deal going on with Beats Studio Earbuds & a $300 gift card promotion after 3 months of payments. I got my new phone right away, but as soon as I began the activation process, it was just problem after problem. I was trying to port my number over from REMOVED& after dozens of chats with long wait times & calls to REMOVED's porting system, I finally thought I had it fixed but the Visible app wouldn't allow me to activate my service. I had to fly across the country, so I had REMOVEDturn my old phone back on so I would have cell service during my trip, figuring I'd deal with it when I got home. I spent the whole month of December consistently chatting into Visible (their only way to contact CS), & though their CS agents are for the most part very kind and helpful, no one seemed to be able to fix the service issues. Finally, one agent told me to sign up as if I were bringing my own REMOVEDseemed to work, so all I needed was to port my number over (this was late December 22). I then accidentally hit the wrong button in my Settings app on my new phone, which led it to believe I was trying to activate a REMOVEDSIM on a Visible locked phone, & for the past two weeks, my new phone has been locked into an activation cycle I cannot exit or bypass. I've spoken to REMOVEDand Apple, both of whom told me Visible needed to fix this. I was able to port over my number, but I now have no service on either phone. I have been talking to Visible for 3 days STRAIGHT asking for either a replacement phone overnighted or for a temporary unlock so I can bypass the activation screen & get the new phone working, but I've been passed from team to team & just told to wait for an email with no resolution in sight. I need my phone for work & this is seriously affecting my livelihood. Now my trade-in has expired & I'm not sure I'll get the deals I signed up for. I am beyond frustrated.

  Business Response

  Date: 01/23/2023

  Response Attached

• Initial Complaint

  Date:01/12/2023

  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.

  My wife and I transferred our service from REMOVEDto Visible over the past week. We terminated our service with REMOVED, received all the necessary information for porting over our numbers and then started the activated process with visible. My wife's went smoothly. Mine has not. They have been unable to port my number in and are continuing to give me the run around despite one of the "agents" indicating that they have the number. The first SIM card didn't work and it would not activate and they said they would send a new one but didn't, then told me to deactivate that entire account and start over, which we did. We spent three days paying on that account with no service. We opened the new account and now I have a random phone number, an unactivated phone with no service, and I have spent at minimum 12 hours chatting without resolution, receiving lie after lie after lie. I've been told for 32 hours now that a "tier 2" agent would be calling me "within the hour". I need my phone number ported to my phone and my account activated. I have had no service for four days now. And I am PAYING for this service right now and not receiving any or any assistance whatsoever. They are telling me they can't say when they can help me because they have a lot of cases right now. I've paid for the month in full and am not receiving any service.

  Business Response

  Date: 01/17/2023

  Response attached

  Customer Answer

  Date: 01/20/2023

   
  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:01/12/2023

  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.

  On Sep 19, 2022, I bought a new iPhone 14 Pro from Visible( a REMOVEDcompany owned by REMOVEDthe product contains a promo of a $200 gift card and a pair of Airpods with the purchase, the promo can be redeemed within 1 month of the device been activated and 3 months of service payments. However, after I received the device, their team could not successfully activate the service until now, no matter how many times I contacted them for help in chats on Visible.com. Their customer REMOVEDdelayed solving the problem and reject me to make a return of the device/give me the promo gift/make a refund of 3-month service payments(because the service was not activated). And I am still waiting for the issue to be solved but clearly, no one from Visible is helping.Now I want a fair response from Visible and to get what I deserved at first.Either return the device and make a refund or activate my iPhone successfully and give me the promo gift.

  Business Response

  Date: 01/10/2023

  REMOVED10, 2023
  
  
  Better Business Bureau of REMOVED
  1262 REMOVED. Building A, Suite 202
  REMOVED, REMOVED08690
  
  
  
  RE:  Complainant: REMOVED
         Complaint Number: 18711646
  
  
  
  Dear Ms. REMOVEDyou for contacting REMOVEDof REMOVEDRelations regarding REMOVEDcompliant.  In her/his complaint, received on January 9, 2023,  REMOVEDexpressed concern with a failed activation of a newly purchased device. 
  Upon further review, weve determined the customers concern should be addressed by our Visible team.  Per BBB guidelines, please forward REMOVEDcomplaint to the appropriate REMOVEDTeam.
  Email: REMOVED
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  Sincerely,
  REMOVED;
  REMOVEDRelations Analyst
  
  

  Business Response

  Date: 01/25/2023

  Response Attached 

• Initial Complaint

  Date:01/12/2023

  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 purchased an Iphone 14 pro REMOVEDon October 2 2022, during that time visible mobile was running a promotion that included a $200 gift card and a pair of Airpods 3. I contacted customer support before transferring my number to visible and I was told by their agents that I qualified for the promotion. However after 2 months i received an email saying that the airpods were removed from my account. i contacted visible customer REMOVEDand I was told that it was a mistake on their side and that after 90 days i would receive a code to redeem the promotion. Now its been more than 90 days and i have not received anything and visible customer REMOVEDsays that i don't qualified for none of the advertised promotion even though i contacted them and ask before purchasing a new phone and transferring my number. The last time i contacted customer REMOVEDthey admitted that it was a mistake and that it was their fault but that they cannot do anything. they basically scammed and lied me to purchase a $1300 phone. Account # REMOVEDPhone # REMOVED

  Business Response

  Date: 01/16/2023

  Response attached