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:01/11/2023

  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.

  Visible offered a promotion on 10-4-2022 that would provide a $200 gift card and Beats Studio Buds if I purchase a new Apple iPhone 14 Pro and activate the phone and pay for 3 months of service, and port in my phone number from an eligible carrier. Summary:- I ported in my phone number from eligible carrier(Google FI), signed up for Visible wireless service, and purchased a brand new Phone 14 Pro after being promised Beats Studio Buds and a $200 gift card for doing so, after activating my new iPhone and paying Visible 4 months of service.- So far Visible honored half of the promotion and has sent the redemption email for the Beats studio buds, but Has yet to send me the redemption email for the $200 gift card. At first after talking with customer REMOVEDthey needed proof of port in (bill of my previous cellular carrier), which I provided and it was confirmed that it met the requirements for the promotion. Next after being directed to contact Visible via REMOVEDmessenger, they said that they would send the email for promotion redemption. So I have checked my email and it was not in my inbox. I contacted again and they told me they will send it again (multiple times) but I have yet to receive it. Next they tell me that it is an issue with my email and to contact my email provider as to why I am not receiving it. I have checked all folders(spam/trash) and with provider. It is not there and not an email issue on my end because just days ago I received the email from (visible offers) for redemption code for the Beats Studio buds. Even if it is truly an "email issue" they could at least attempt to send me the redemption code by another mean. I have contacted them via their online support channels and through social media (as they requested). I have well documented proof of the terms and conditions of the promotion along with my eligibility, This includes screenshots and chat transcripts. I would like Visible to honor their promotion and send me the $ 200 gift card as advertised.

  Business Response

  Date: 01/19/2023

  Response attached

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18726014
  
  I am rejecting this response because: The redemption code for promotional gift card was not included in the same email as the beats buds (See attached screenshot of email). I have not received the redemption code for the gift card. I would like for Visible to please send me the redemption code. 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/25/2023

  Email sent to the member with the redemption code to redeem the gift card.

  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:01/10/2023

  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 got a new phone and tried to transfer my phone number using their included eSIM switch feature. That was over two weeks ago, from that moment forward I have been locked out of the app and locked out of the website and have had no phone service. Ive reached out to their customer REMOVEDgroup probably 15 times, Ive spoken to two supervisors, they keep telling me that my case is being looked at, and no one ever responds to me, and nothing is getting fixed. Meanwhile, I just got billed for another month of service even though I havent had phone service for the last two weeks. I am unable to even port out my phone number, they say the only way I can do it is through the website or the app which I of course, do not have access to. So I cant even leave the company, they have me stuck and refused to actually fix it with any urgency.

  Business Response

  Date: 01/18/2023

  Response attached

• Initial Complaint

  Date:01/10/2023

  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 been having trouble with the battery on my current phone for over a year. I had the insurance but Visible refused to replace my phone unless I paid them $400 or went over a month without a phone. They had no regard for my safety or finances. I finally broke down and purchased a new phone. I spent 3 hours after receiving the new phone today chatting with their representatives to get my phone to work. The phone will not link to their service plan. They refuse to give me a refund on this $850 phone and claim it going to take a minimum of 24 hours to fix their problem. They wont even guarantee they can fix the problem and they still wont take the new phone back and give me a refund. Now I am stuck on their service with a phone with a bad battery and a brand new phone that is locked but cant get service on. They screwed me out of being able to afford another phone on a different service. Now I am stuck using a crappy phone and crappy service and still have to pay for a brand new phone.

  Business Response

  Date: 01/15/2023

  Response attached

  Customer Answer

  Date: 01/15/2023

   
  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, if the company actually follows through as promised.  I would also like to note that although I do have service and my phone is working, it is subpar at this time. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/10/2023

  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 ordered new service with Visible. Have a few complaints!The service where I live doesn't work here unless I am on wi-fi, I do not always get my calls or messages and the service is terrible. The phone itself I am being charged over $500 for on a payment plan.I called the company right away and told them I needed to return the phone and they said it was too late and if I cancelled the service, that I would have to pay the FULL price of the phone immediately. I felt so stuck. Also, it said I was going to get a gift card after three months of service, so I felt I would use that toward the high cost of the phone. Called today and was told the gift card was only if you ported over my number?I feel they are a huge scam and take advantage of elderly as myself. I want them to take back the phone with NO CHARGE or give me the gift card they promised.Prefer them to cancel the phone cost, take the phone and get rid of the service that only works on wifi. if electricity goes off, I have no service. I hope you can help me with this.

  Business Response

  Date: 01/18/2023

  Response Attached

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:

  I do not see here the response given to you!  But I did speak with someone and they gave me help with my situation, did give me a gift card as requested and I will look into getting a signal booster for inside the home. 

  
  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:01/10/2023

  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 purchased an IPhone from Visible (Order #REMOVED) on 11/25/2022 which includes a pair of Beats Studio Buds, I contacted an agent in November and he told me I only need three payments to get this offer (and a $300 gift card) and do not need to switch service. However, I received an email on 12/29/2022, saying that the Beats Studio Buds had been removed because there was no port-in. I contacted another agent and she did not solve the issue. This is ridiculous, I was told by one agent that I do not need port-in at first, but another agent told me I need to port-in one month later when I have already deleted my former line. I need Visible to correct this problem and give the offer back to me.

  Business Response

  Date: 01/15/2023

  Response attached

  Customer Answer

  Date: 01/15/2023

   
  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:01/10/2023

  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 previously filed complaint about Visible wireless not responding to requests for cancellation and return labeling due to lack of being able to activate service. They ultimately responded and confirmed cancellation and provided me with return labeling for the device I purchased. I returned the new iphone 14 and have confirmation via REMOVEDtracking that it was returned to Visible. I was notified by Affirm however that the loan was still funded and required payment and if I didnt pay then this could affect my credit. I re-engaged with Visible customer support this week who did confirm that they received an Iphone 14 but have not been responsive as to why Affirm has'n't cancelled the loan. The Iphone was new when purchased and was never able to be activated on the number I requested hence prompting the return. Visible did confirm in my previous BBB complaint that they cancelled my service as requested. Now I have not heard back regarding their receipt of the phone. My credit is at stake until they clarify this and return funds to Affirm which financed the purchase.

  Business Response

  Date: 01/15/2023

  Response attached

• Initial Complaint

  Date:01/10/2023

  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.

  I did not activate an account with Visible Wireless, however, they began to port my number from my current carrier, Cricket Wireless, anyway. They had NO authorization. Now my phone service is not fully functional, and my texts do not come through t from Anyone on the REMOVEDnetwork. I spent three hours at a Cricket store to day and everything is fine with my account on their end. Visible ONLY Has a chat option, and will not resolve the problem. In addition, to I can point to be HUNDREDS of customers with the same issue on many forums, be all unresolved. I feel this is a class action lawsuit.

  Business Response

  Date: 01/18/2023

  Response Attached

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18646459
  
  I am rejecting this response because: I have already gone through the issue with the Cricket port team and there is nothing wrong. The only thing that changed, ONLY THING, is Visible started a port of my number WITHOUT my consent, then cancelled the port. This is OBVIOUSLY what has caused the issues I'm having, especially since ONLY my contacts with REMOVED-based services (REMOVED, Visible, Spectrum) are affected.

  Please look at networking issues and resolve ASAP.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/10/2023

  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 ordered a phone due to misleading ad displayed on their website offering a promotion for a $200 gift card and airbuss with the purchase. It did not say anything about having to be a new customer. I ordered and asked when I could be expecting the items and was then told that I would not be eligible. I then canceled the order due to false advertising. Upon my next live chat I was advised that the promotional items would be sent to me once I made my first three payments. The agent advised me that the order was still in affect and everything was good to go. I get notified by the carrier that visible canceled my order while in the process of shipping. Again I contact the business and the agent tells me it was canceled because it couldnt be delivered. After contacting multiple times I was told it was canceled and that the funds would be back in the account in 3-5 business days. I contacted them against today and the agent says it will take two weeks. I have no phone and this business only operated via live chat. I would like a refund immediately and I would like other customers to be made aware of their business practices. I would like a refund!

  Business Response

  Date: 01/15/2023

  Response attached

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18717328
  
  I am rejecting this response because: the advertisement is false and the company should not be able to use this to lure customers into agreements. In addition there is no way to contact anyone outside of a chat. I have transcripts that I will attach that is proof of a Visible agent confirming the validity of this promotion. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/10/2023

  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 placed an iPhone and ported in a new number. The promotion is 150 gift card and a speaker. I received the phone but the port in did not work for a week. So I contacted the customer REMOVEDmany times. On November 2, 2022, an agent said he would cancel my order, placed a new order and gave me a new number since the port in did not work. And he promised me I would get my gift card and promo would keep the same. However, after I paid my third months, when I was supposed to get my gift card and speaker, visible told me I was eligible because I did not port in. Visible refused to give me any solution. The case number is REMOVEDand November 2 chat is REMOVED

  Business Response

  Date: 01/13/2023

  Response Attached

  Customer Answer

  Date: 01/24/2023

   
  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:01/09/2023

  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 REMOVEDthrough the Visible website. I went to activate my phone on 01/04/2023 and did not receive data. Visible is supposed to offer unlimited call, text, and DATA. I am on my 6th day of messaging with Visible representatives and I was told I needed to upgrade my service plan for my new phone to work, but I had to wait till the next pay cycle to upgrade. They are basically saying I need to pay for a service I am not receiving, which is $40. I have told them countless times of my data issues and they will not remedy the issue. So I am without data that they expect me to pay for. Even though they admitted through messaging that it was a service issue, not a phone issue.

  Business Response

  Date: 01/16/2023

  Response Attached