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:12/21/2022

  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 have been with Visible for about 18 months and never had a problem. I bought a new iphone 14 that was delivered on 12/13/22. After setting up the new phone and transferring all data and eSIM, the new phone has only the ability to make and receive calls. I cannot send texts, I cannot get cellular data (no internet). I have contacted Visible multiple times throughout the days, spending hours on website chats with them, attempting every troubleshooting method, even deleting everything on the phone and starting fresh, but nothing has worked. Visible customer ********************** reps have 3 times told me that this case needed to be escalated, and that I would get an email from their advanced technical teams. Every email with instructions were unclear, so I would have to login to a chat and wait in line to get clear instructions from support, and all of this for nothing. My service still does not work. I asked for a manager to call me to resolve this issue, and was told repeatedly that it is not possible. I asked for a call from advanced tech support, and was told it was not possible. The last chat I had, I asked for my phone to be unlocked so I can go to a new service provider, and they said no need, the problem is fixed. But my phone still will not send text messages or go online. And now this morning, I have been billed for their service that does not work! I do not wish to change service providers, because I dont want to go through the hassle of switching. I just want someone in a position who understands my problem to call me and work with me to fix it. Im done waiting in a chat room for someone to tell me to try the same troubleshooting steps that the rep the day before had me do.

  Business Response

  Date: 12/30/2022

  Response Attached

• Initial Complaint

  Date:12/20/2022

  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 new Apple iPhone 14 from Visible, on Dec. 6, 2022. I already had a cellular plan from Visible, so I just want to switch service to my new phone and continue my service with them. I have been working for hours almost daily to get the phone activated fully so that I can use it. After working with at least 7 agents, they have not been able to activate the service. I am told it is a problem on their end of the service. It is not my device. I called Apple Support and they did a diagnostic test and the phone is fine. Visible Care Team agents also tell me it is NOT the device, the problem is on their end. Clearly Visible sold me a phone that they can not activate and support with their system. I have been without a phone for 14 days. Every agent is pleasant to work with, but they all tell me they are sending it to the experts, or the IT team and that they will stay on it until it is fixed. As of now the problem has not been fixed. Visible should not sell phones that their system does not support and that they can not properly activate. All I want is a phone that works properly.

  Business Response

  Date: 12/29/2022

  Response attached

  Customer Answer

  Date: 01/04/2023

  I returned the iPhone 14 that was the cause of the initial complaint. However, I have encountered an additional issue with Visible.

   

  I participated in Visible's Trade In Program.  I sent an iPhone 11 as my trade in.  It was received Dec.12, 2022.  Dec.31, 2022 I received the following email from the company that handles Visible's trade in program.

   

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

  To:************************

  Sat, Dec 31, 2022 at 4:01 AM

  Offer Number:VITI66050000005326     Hi *******, Weve received your device and, upon inspection, have adjusted the offer. Please accept or decline the offer before . See below for details and next steps. Device and Offer Details Make:Apple Model:IPHONE 11 64GB - VERIZON ****:353975105939884 Trade-in Offer Amount:$0.00 Your device wasnt eligible for the following reason(s): Equipment Mismatch Physical Damage Whats next? Clickhereto take action on your adjusted offer. ***** also find details about the adjusted offer including device condition, photos and other information. Remember to accept or decline the offer before . If you accept the adjusted offer, youll receive your trade-in Offer Amount. Payment will be refunded to the method used to purchase your new phone within three business days. If you decline the adjusted offer, well mail your device back to you.If you dont take action before , the Adjusted Offer amount will be automatically accepted Thank you, Assurant Trade-in Team   The trade-in program is administered by the Signal. This company operates under the trade name Assurant. For more information, please refer to theTerms and Conditions. Please dont reply to this message. Replies to this message are routed to an unmonitored mailbox.   2022 ************** All rights reserved.CL10055-EM2-0521

   

  The email has a "click here" option to accept or deny the offer.  The offer is $0.  The email clearly states if I deny the offer my phone will be returned.  If they hear nothing, it means I accept the offer.  Also, in two places, it says the response is required "before".  They neglected to provide a date for which the response was required.

   

  Dec.31, 2022 I responded. I "clicked here".  It sent me to Visible's website.  I could not find any place that allowed me to accept or deny the offer. I then contacted Visible's Help Center.  The agent that I chatted with could not tell me where to find the option to deny the offer.  He told me I had to deal with Assurant. I called the number he provided.  Assurant was closed for the holiday.

   

  Monday Jan.2, 2023 I called Assurant.  I was told I had to deal with Visible.  I contacted Visible again.  The support agent tried to help, but there was no place on Visible's website to deny the offer I received.  He told me he took care of it and my phone would be returned. But, before our chat ended he informed me that the request had been denied internally because it had been too long.  It had been two days, I had tried to respond the day I recevied the email, and there was no date specified.  However, he was elevating my request.  I received an email from support closing my case.  I contacted support again today. I was told that I was too late in the denial and that Visible can't do anything about it because Assurant has the phone. They told me to call Assurant.

   

  Also, the **** number at the top of the email does not match the **** number of the phone I traded in.

   

  The whole trade in program is a scam.  I sent a working iPhone11 as a trade in.  They responded with an offer of $0 and are keeping my phone.  There isn't a mechanism available to accept or deny the offer. Visible and Assurant blame the responsibility of the Trade In Program on each other.

   

  Resolution: Pay the $150 Visible advertises for the iPhone 11 or return the phone to me.

   

  Thank you, 

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

   

  Customer Answer

  Date: 01/05/2023

  Following the filing of my complaint on Dec. 19, 2022, referenced ID #********, ******************** contacted me to tell me they were working on my case and would notify me when they had a solution. Today I received an email message saying the case had been resolved and they gave me two instructions to follow. Those instructions did not work. So, I contacted the help center for assistance. I found out that they had once again closed my file. The Care Team member on the chat could not figure out what to do, so he once again sent my case to an elevated level.

   

  Throughout this entire process, I have received four emails telling me they had resolved the issues with my phone. However the issues were NEVER resolved. Instead of actually finding out if my phone worked after each email, they just closed my case. I had to start over on the chat line each time.

   

  I received emails on Dec. 17th at 9:12 am,  Dec 18th at 12:51 am, Dec. 19th at 11:59 pm and today Dec. 21st at 6:19. They all said basically the same thing.  My issue had been resolved. Had I not continued to contact Visibles help center, they would have just believed my issue had been solved, because no one bothered to check to see if my iPhone was really activated. So now I am once again waiting for the higher level Care Team member to contact me.

   

  Visible clearly sold me a product they can not activate and support. Needless to say my case has not been resolved.

   

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

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

  Customer Answer

  Date: 01/17/2023

  I returned the iPhone 14.  However, the issue of the trade in value of my old phone of $150 has not been resolved.  I have been working with Visible and Assurant, the other company involved, to either honor the $150 trade in value, or return my phone.  These were the choices provided in the emails from the company.  In the emails, there was an option to accept or decline the offer.  However, Visible does not have any means for the customer to accept or decline.  The Assurant representative has indicated that Visible will be sending the $150, but I have yet to receive notification from Visible or for that matter, any communication at all.

  Business Response

  Date: 01/24/2023

  Please see the attached document. The customer pursed an I-Phone 14 in the amount of $829.00 from Visible on December 6, 2022 after taxes the purchase price was $891.18. The device was returned and process in the warehouse and Visible issued a refund for the full purchased device in the amount of $891.18. Visible has thoroughly investigated the issue and no further action or refund will be provided.
  
  

• Initial Complaint

  Date:12/20/2022

  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 had an issue since trying to transfer my visible service from my old Iphone XR to my new Iphone 13 pro. I would not be able to get data on the new phone, only calling was working. As visible does not have phone customer **********************, I have spent many hours waiting on the live chat queue and talked to many customer ********************** agents promising that they will fix it, but all failed to be able to resolve the issue. They claimed my case was escalated and I would get emails saying the problem is solved in the email, but the problem was not solved at all after following the instructions, and the email is not able to be responded to to tell them that, you have to keep waiting on live chat queues again. Meanwhile, I have been paying $25 for the service months while this is going on. They had assured me they would make things right and pay me for this month and more when this issue gets resolved but it did not get resolved. Now since I had no choice but to switch services, they will not pay me back anything, even for the month I had paid for now and not getting any visible service. This is ridiculous business practice, after spending countless hours trying to resolve the technical issue, they won't do right by the customer and refund the money for the ********************** I am not receiving and all of the time, energy, and inconvenience I endured while trying to get my phone fixed by their inept customer ********************** representatives.

  Business Response

  Date: 12/22/2022

  Response Attached

• Initial Complaint

  Date:12/19/2022

  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.

  Where do I begin? Visible Wireless lured me into signing up for their cell phone service. I asked >>BEFORE<< ordering the service if my number would be able to be transferred. I was assured it was "NO PROBLEM!" Their website even states "Your old number can DEFINITELY be ported." I purchased their $1200 phone with the promise of Apple Air Pods and a $200 gift card. WEEKS later, Visible finally responds to my number transfer request and they say they can't port my number. The response came conveniently AFTER their 14 day return period. I am not the only person this has happened to. It has happened to DOZENS of people. US law states all cell numbers are portable, but Visible continues to just ignore the law. Now, they are holding me hostage with an overpriced phone that I cannot use. I've been paying for their UNUSABLE service for 3+ months...in addition to paying for my old cell phone service because my number is now in limbo. I have reached out asking for a supervisor, no response. I have BEGGED. Still, NO RESPONSE, no resolution. They only allow contact from social media or their app. The "first tier" reps have promised that they'll "Fix ALL the issues for me", but then nothing ever happens. I have actually shed tears over this nightmare.Resolution I simply want the following: I want my life to go back to how it was before I made the unfortunate decision to use this company. I want the months of unusable service REFUNDED. I want to RETURN THIS PHONE. If they will not accept the return on the phone, I want the dollar value of the "gifts" they used to trick me into signing up with them and the phone unlocked so I can take it to a WORKING cellular service. Phone number on account is **********

  Business Response

  Date: 12/22/2022

  Response Attached

  Customer Answer

  Date: 12/22/2022

   
  Better Business Bureau:
  
  

  Visible's "Executive Relations Team" representative, *******************************, reached out to me with an empathetic & concerned attitude. Furthermore, ******************** IMMEDIATELY sprung into action to quickly find me answers that made sense. While my number ultimately was not able to be transferred to Visible, ************************ prompt actions over a period of just 48 hours made me feel heard.

  My relationship with Visible has ultimately left me with a net loss of $190 over the period of 90 days (3months of cellular service that was not used since the number was not transferred, as well as the $100 insurance replacement deductible on the 2nd phone I was forced to carry in my left pocket.) Visible DID, however, make policy exceptions to honor the $200 gift card and free airpods promotions. (airpods were out of stock, so they send a gift card to the value of purchase). ******************** fast-tracked these gift card redemptions and I have already received them.

  I hope the Visible/Verizon network can support my number transfer in the future. I will continue to refer my friends and family to Visible's service.

  My one, humble suggestion would be for Visible to consider revising the wording of "You DEFINITELY can bring your number Visible" on their website. If there was any doubt about number portability, I would have waited to purchase the phone and this disaster could have been avoided. I say this with the hopes of my minor customer-view input helping ******************** become the best company they can and to avoid costly and preventable customer ********************** issues like this in the future.  

  BRAVO to ******************** for cooling down a hot situation. I can honestly say I didn't think I could ever again have anything nice to say about Visible and she single-handedly changed my opinion.

  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:12/19/2022

  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 a customer of ******************** for several years. Currently I have 4 lines and I was looking to add a 5th line. I tried and it asked me to put the **** of a compatible phone, so I put the one of the Visible phones we are not using. It turns out the phone is no longer accepted by the network. 3 of my phones bought from Visible are no longer accepted and when I asked why they told me it was because they were no longer supported by the manufacturer. The phones are a ******* A50 and 2 Motorolla Z4s. I checked, and the phones are not too old and they are still being updated (actually, one of the is asking to be updated right now)To buy a new line Visible wants e to buy also a new phone, and I can trade the ones that I have. The trade in value is $10, a comparable phone is several hundreds, and I don't need a new phone.There is no reason why Visible would not accept these phones as compatible considering they sold them to me. If they decided to brand them not-compatible any more, they might as well refund me what I paid for them.It is ridiculous that they are forcing me to buy a new phone that I wont use just to buy a new line when I have spare phones THEY SOLD ME that should be compatible.Also, at the end of the conversation, the representative decided to threaten me when I mentioned that I was going to submit complaints

  Business Response

  Date: 12/28/2022

  Response Attached

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18611486
  
  I am rejecting this response because:

  The statements are non-factual. I simply wanted another line. Getting a new phone would mean trading one of my phones for a less capable phone or buying a new one. Neither of those allowed me to continue to use the phones that I already bought from Visible. AT NO POINT I WAS OFFERED A COMPARABLE PHONE TO THE **** THAT VISIBLE RENDERED INCOMPATIBLE. ALSO, THE REASON STATED FOR INCOMPATIBILITY WAS THAT THE PH**** WERE NO LONGER SUPPORTED BY THE MANUFACTURER, WICH IS INCORRECT.

  It is regreteable that Visible does not understand that when they sell a $600 phone to a customer they can't simply say the phone is no longer compatible after 3 years. 

  It is also regreteable that Visible decides to engage in business practices that have been sanctioned ilegal several times with several carriers in similar situations even in class action lawsuits. 

  I have since contracted service with a different carrier and thank the BBB for your mediation in this matter. Although I am no longer persuing actions through this channel, I reserve the right to persue legal action at a later date as I don't consider the matter neither settled or closed.

  Once again, I greatly appreciate the BBB services in these matters.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/19/2022

  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.

  When I signed up for service back in October 2022 there was a promotion going that was stated on the website that if you brought your own phone, transferred your service and paid 3 months you'd get a $50.00 virtual gift card. I brought my own phone, transferred numbers and paid 3 months of service. I chatted twice with customer ********************** and was told that I did qualify but it hadn't been enough time yet to get the reward code. I chatted with customer ********************** today **/**/22 and they stated there was a bug on the website and I didn't qualify for the gift card. My account still states this is a promotional offer for me and that I can redeem it with a reward code.

  Business Response

  Date: 12/20/2022

  Response Attached

  Customer Answer

  Date: 12/20/2022

   
  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:12/19/2022

  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.

  Please do not choose this company for your communication needs. I have been out of service for 4 consecutive days now. And, Visibles customer ********************** is nonexistent, frustrating and ineffective. I have saved all the unhelpful chats, and in one, I requested a callback that has yet to happen. The chat queue advises that you should check back every *********************************************** line, there is a pop up that asks if youre still there. And, if youre not there to reply, youre kicked out. Visibles technical support emailed me, asking for specific information, and when I tried to reply, I got a message that I could only reply via chat. How many useless tactics will this company use to further frustrate an already delicate situation? As I write this complaint, I am chatting with another representative, who has just advised the same - the issue has been escalated to a higher tier team, and you will receive an email. All of this, has now become unacceptable, and I am requesting to SPEAK to someone, again. But, it looks as if my second request to speak with someone will not happen as well. I am simply told that my case will now be pushed to an even higher priority, as if that means something, and to wait for the (infamous) email. There should at least be a dedicated department for OOS conditions, with the option to talk (and not chat) with a live person. I will update both the *** and this platform on the progression of events as they transpire.

  Business Response

  Date: 12/23/2022

  Response Attached

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18605110
  
  I am rejecting this response because: I have been out of service for 8 days now, and I currently have a Visible customer living in my home with no ********************** issues. This company has some serious issues and customer complaints regarding ********************** connections. I will be spreading the word about this issue to warn others that this company needs to work out their network issues, before they can be trusted with patrons. See also FCC platform for more information. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/19/2022

  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.

  this company is completely unresponsive. I've been stuck without cell service for days now and they claim to escalate the case but I never get a resolution. I get an email like the below but nothing was fixed. support is utterly useless and I cant make or receive calls. Hi, ****! I am ******, with the Visible Care Team. We are reaching out regarding the eSIM activation issue. Thank you for your patience and understanding while we worked towards a resolution for you. We were able to confirm that the eSIM profile can now be installed from your end. Kindly login to your Visible account using the application, click on Get Started> Pick from where you left off in order to install a new eSIM profile on your device. Please make sure to be connected to a stable WIFI during the process. We are happy to have you as a member of the Visible family, and here for you 24/7! If you need assistance regarding any other issues, tweet @VisibleCare , tap Help in the app, chat in through the website, or send us a message on the Visible ******** page . If you have anything to add to your current case, make sure you reference [#********].

  Business Response

  Date: 12/21/2022

  Response Attached

• Initial Complaint

  Date:12/18/2022

  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.

  Ive had Visible service for my iPhone XS since December 2020. On December 12, 2022 I ordered a new iPhone 14 Pro through visible and paid in full for the price of $1170.44. Since I ordered through Visible, the iPhones SIM is locked for 60 days. Upon receiving the iPhone (I received it on December 16), Visible states that switching over to the new eSIM from physical SIM would be SIMple. I followed the steps to do so in the Visible app, but to no avail. I reached out to Visible support for help. I kept getting the message this service is unavailable because eSIM is not supported on your device. This is false. After my chat that went nowhere, I looked on the Visible forum boards for help. Many people had the same issue. I chatted again with a Visible team member through text on the Visible app with absolutely no help. They said they would need to push my issue further up the chain to Visible Care. They said I should expect an email from them shortly. Within hours of trial and error on my end, I was able to transfer an eSIM over to my phone. I thought it was working until I left my home to go to the store. I had bars, but no data (no LTE or 5G). It had only been working through Wi-Fi. I received an email at 3:53 pm on December 17. The email said to contact their social team on ******* or ********* I then reached out via ******** and ******* (how can a phone company not have a call center?). I got a response on ******** the following day that said that theyve escalated my case to the advanced triage team for resolution and that theyd reach out again once it was resolved.Ive gotten nothing since. I pay $25 a month for the Visible Unlimited Service ($40 minus $15 for the party pay discount). This is now day 3 without service on either my old phone or new phone. What am I paying for? And what am I to do with this brand new phone? Id gladly cancel my service with Visible and switch to another carrier, but my eSIM is locked for 60 days.

  Business Response

  Date: 12/20/2022

  Response attached

• Initial Complaint

  Date:12/18/2022

  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.

  When I transferred to the VISIBLE, I saw the list price $5 for the first month, but I was charged of $10 in the first month. I have uploaded the evidence in the following. I need the VISIBLE to refund to me.

  Business Response

  Date: 12/19/2022

  Response attached

  Customer Answer

  Date: 12/20/2022

   
  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,
  
  *************