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:12/22/2022

  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.

  On or around 11/25/2022 I placed an order for a new phone with Visible.com. By 11/27/2022 I decided I did not want to become a Visible customer and tried to stop the shipment. Their chat rep said it would be easier if I accepted the phone delivery and used a shipping label he emailed to return it. The rep sent me a label for their Assurant warehouse in error rather then their return center. I was refunded $190 of my $379.54 charge. After several contacts with their online customer **********************, they acknowledge the return of the new phone (confirmed delivery with my **** tracking on 12/3 and Visible website tracking on 12/6). Their online reps said that since they cannot place outbound calls, I would need to call their Assurant warehouse, have them ship the phone to me again, and then reship it back to them. I am not paid to handle their internal logistic problems. I did exactly as instructed to get a refund. Accept delivery rather than refuse it, use the shipping label they provided, and ship the unopened box to them. They cannot or will not contact their own vendor warehouse. All errors were theirs but they are withholding 50% of my refund. This was done under my wife's Visible account (no phones or services with Visible). ********************* *****************

  Business Response

  Date: 12/28/2022

  Response attached

  Customer Answer

  Date: 12/31/2022

   
  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. Twenty-seven days after Visible received the phone returned unopened (per carrier tracking), they credited my card.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/22/2022

  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 offered a promotion on 10-3-2022 that would provide a $200 gift card and Apple Airpods 3 if I purchasea new Apple iPhone 14 Pro **** 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, signed up for Visible wireless service, and purchased a brand new expensive iPhone 14 Pro *** after being promised Apple AirPods 3 and a $200 gift card for doing so after activating my new iPhone and paying Visibile 3 months of service.- Visibile honored some of the promotion (i.e. the $200 gift card) but retroactively removed the AirPods3 redemption from my account and refuses to honor the promotion by sending me the Apple Airpods 3.- I have tried everything in good faith to resolve this issue with Visible and receivemy Apple Airpods 3. I have contacted them via their online support channels and through social media (as they requested). They still refuse to honor the terms and conditions of the promotion and send me my Apple Airpods 3.- I have well documented proof of the terms and conditions of the promotion along my eligibility. These included screenshots, chat transcripts, and pdf printouts from billing statements

  Business Response

  Date: 12/23/2022

  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.

  Order a phone for $235 mid-November. It was never delivered. ***** said they returned it to sender but would not provide a reason. Visible wireless has never provided a refund or new phone

  Business Response

  Date: 12/23/2022

  Response attached

• Initial Complaint

  Date:12/22/2022

  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 have been a visible customer since approximately 2020 or 2021. I've always had spotty service meaning lack of data,call drops, and sometimes no service at all but I sucked it up because the issue wasn't daily and I had affordable service and it worked in rural areas. On Monday 12/19/2022 I had no service at all. I contacted Visible customer support via my phone which was connected to wifi because their website was down. I received no resolution to not having cell service and requested a call that came today. I was advised by a Supervisor that my phone isn't compatible with VISIBLE even though I used their websites **** checker prior to becoming a customer. I asked why I wasn't notified of this during my previous interactions with VISIBLE customer support and the Supervisor offered an apology. I asked when did my phone become not compatible and I was told that now VISIBLE has better imei checking service via the website and that updates may have caused my phone to no longer be compatible. I asked why I wasn't notified during my most recent customer support encounter and again the Supervisor apologized. I asked why no contact was given with updated user information and I was given an apology again. I feel like this is really a Bait and switch situation. I am enrolled in auto pay and monthly I get an email confirming my payment, but NOT ONE TIME was I notified my cell phone is no longer eligible for VISIBLES service. I asked the Supervisor for a resolution to the situation and I was told to get another phone. I asked what the company was doing because of the misinformation it provided..I asked why I am being penalized for an issue that VISIBLE created and I was given an apology. I did my due diligence as a consumer and I checked the **** CHECKER on VISIBLES website prior to activation and was advised it was eligible. I even completed a chat with ****** support prior to activation of this device. Now I'm told any day my service may no longer work. This is horrible.

  Business Response

  Date: 12/23/2022

  Response attached

• Initial Complaint

  Date:12/22/2022

  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.

  Complaint regarding case ********. Purchased Visible iPhone 14 Plus with $300 + Beats promo three months back and ported in from Boost immediately once phone is arrived. Made the third payments on 12/12 but never received the promos. Been on with more than 6 agents so far and countless hours after, nothing. All their responses are your promo is approved and expect this issue to be resolved in the next few hours. Nothing happens afterward. The only real communication I received from support via email was an email seemly intended sent to their support team for help and asking to generate the code. Not sure how this email got sent to me.Additionally, checking the case status in Visible support bot, looks like this case is stuck on "On Hold/Awaiting Follow Up" for quite a few days now.

  Business Response

  Date: 12/23/2022

  Response attached

  Customer Answer

  Date: 12/23/2022

   
  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:12/21/2022

  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 21, 2022 I made the biggest mistake to transfer my service from ******* to Visible. I have no phone, no texting, no calls. Nothing. I am getting nowhere with them. I cannot log into the account. I cannot transfer my services back to ******* at this point. Nothing. DO NOT TRANSFER YOUR SERVICES. You will regret it!

  Business Response

  Date: 12/23/2022

  Response Attached

• Initial Complaint

  Date:12/21/2022

  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 cell phone plan and an iPhone 13 mini 11/25/22 from Visible. I purchased the phone outright as it was a gift for my father who is on ******** Visible by ******** being a ******* subsidiary, are on the same network and my father is a ******* customer. He has been unable to use the phone. I spoke to customer ********************** who first indicated that he should be able to use the phone, then they indicated to call ******** then that he would have to switch to Visible and lastly that the phone is locked and he was unable to tell me when it would be unlocked. Due to this I requested a return of the phone to which I was told that it is now out of the 14 day return policy. When asking that this be escalated the representative indicated that they could not escalate this to anyone.

  Business Response

  Date: 12/22/2022

  Response attached

  Customer Answer

  Date: 12/22/2022

  Dear ********,
  
  Visibles policy online indicates, Smartphones that you purchase from Visible will be locked for 60 days after activation. After ************************************************************************************************************************ purchased fraudulently. Once the 60 day period following device activation expires, your phone will be unlocked."

  
  I have activated my account, however it was with my own phone and not with the device purchased as a gift. I do not know if/when the period started for the 60 day countdown for the device. I tried chatting with Visible to understand and the representative was unable to tell me. When I check the FCCs website it states to, "contact your wireless service provider to find out when and how your phone may be unlocked." I am still not aware of when the device will be unlocked. I understand the 60 day lock policy and the purpose, but I am completely in the dark and if Im not able to get this information or an unlock for the device then I would like the phone to be returned for a refund.
  

  Best Regards,
  

  *********************************

  Business Response

  Date: 01/10/2023

  If the device that you purchased as a gift  is not used on a Visible account with a Visible sim card the device will not unlock in 60 days. As mentioned in the initial complaint the device cannot be returned as it is outside the the 14 day policy. 

   

  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. 

• Initial Complaint

  Date:12/21/2022

  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 bought an iphone from Visible. Visible shipped the phone via ****** ***** refused to give me the delivery. So ***** was instructed to return the phone back to the sender. Visible received the phone back, but failed to refund me in full.

  Business Response

  Date: 12/22/2022

  Response attached

• Initial Complaint

  Date:12/21/2022

  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.

  12/1: Paid $25 for my monthly cell service (customer for 2+ ********/**: Got new phone (iPhone 14 Pro upgraded from my old iPhone 12 mini)Also 12/15: Unable to download eSIM, customer ********************** lines **+ people deep in chat-only. Rep tells me my account is on hold. I am without cell service that I'm paying for for days.12/20: I cancel service and move to another wireless provider 12/21: I ask for a refund, per their terms of service, "for every 24 hours you don't have service we'll refund you". The rep tells me I need to be a customer to receive money back. I was seeking both a refund for the time not having service (12/15-12/20) and the rest of the month I am no longer a customer (12/20-12/31). The rep tells me no, I need to be an active customer to receive a refund. This has allowed me to not get the refund solely because I have already changed providers.

  Business Response

  Date: 12/22/2022

  Response attached

  Customer Answer

  Date: 12/22/2022

  Complaint: 18623011
  
  I am rejecting this response because:

  - I acknowledge that Visible's refund policy states "I cannot have a refund while I'm actively paying for and using this service" and submitting a refund after the fact. However, it WAS within 24 hours of cancelling service with Visible; I cancelled service on 12/20/2022 at 5:05PM PST. I chatted asking for a refund in the morning of 12/21/2022, which was less than 24 hours. Furthermore, the 100 minute limit (and using 102 minutes) is outrageous, as is the data usage. Visible does not allow members to view their data, message count, or minute count. This seems like an unfair way the service provider holds onto secrecy over members who would otherwise not know how much they've used pertaining to the cancellation policy.

   

  If I am unable to get a refund for the service unused from 12/20/2022 through 12/31/2022, I am going to seek a refund for the dates I did not have service available to me (12/15/2022 through 12/20/2022). The Visible terms and conditions at their site, *****************************************************************, under "Coverage and Service Availability" state that "If you lose Service for more than 24 hours in a row and we're at fault, contact us at ********************************** within 180 days and we'll give you a credit for the time lost."

  Visible acknowledged through their chat service on their website, as well as through a case that was created on my behalf, that I did not have service, my account was under review and "on hold", and the tech team was working to resolve this. I was unable to use my new phone for calls, texts, or data for these dates, for which I am requesting a refund.

  Visible charges $25 a month, and for 6 days at $0.80 a day, I would request a $4.80 refund to my account. This is very clearly outlined in their Terms of Service.

  Emails attached include Visible's first email asking for verification of my identity when I started not having service on 12/15, Visible's "goodbye" email on 12/20, Mint's (new provider's) "welcome" email on 12/20, and "eSIM download" where Visible attempted (and failed) to restore my service issues.

  
  Sincerely,

  
  *****************************

  Business Response

  Date: 01/10/2023

  As per the Visible policy we are unable to offer/honor a refund once the account is terminated. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  
  

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I do not find that this resolution is satisfactory to me, I won't continue to waste my time with the unprofessional horrid business practices over at Visible.

  This case may be closed.

  
  Sincerely disappointed,
  
  *****************************

• Initial Complaint

  Date:12/21/2022

  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.

  On November 16, 2022, I made the decision to buy service from Visible by ******** Visible by ******* told me I had to buy a new phone to use their service. I bought a ******* Galaxy S22 for $906.34 and financed this phone through the service Visible by ******* provided to me, Affirm. On November 16, I got an email from Visible by ******* saying they were having issues switching my number. I spent 20 hours on chat with various agents of Visible by ******* over the next week trying to help them get my service activated. Each time I would chat with them, theyd tell me well have it transferred by the morning. Id wait a day or two, then chat them again, and theyd tell me the number would be transferred in less than 24 hours. Visible by ******* kept delaying me over and over, and I trusted them to get this done. Finally, I told them I couldnt waste any more of my time or their time on this and I wanted a full refund. Well, of course the refund has to get processed the same way the activation issues get processed, so again I am forced to wait by email and by chat to get anyone to pay any attention to my case. Each time I chat with one of the customer ********************** representatives, they tell me that we will have the return label for you by the morning, or in 24 hours exactly the same answers I was getting for my phone getting activated. Now today, I just got a one sentence email the return window is up and you cant return the phone. I cant even describe how frustrating it is that Visible by ******* clearly pays no attention to cases- their customer ********************** representatives are trained to give canned responses, and clearly the person who wrote that email to me didnt spend any time looking over my CASES to see that Visible by ******* is at fault for all of this- the incomplete number transfer, and the reason I had to request a return late. I do not need a new phone with my current service. I want a full refund of the phone cost, $906.34 as soon as possible.

  Business Response

  Date: 12/19/2022

  Please see attached.

  Business Response

  Date: 01/14/2023

  Reponse attached