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:01/09/2023

  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.

  Visible Acct # REMOVED. On REMOVED/REMOVED/2022, I submitted an online order for an iPhone 14 Pro, Order #REMOVED. I contacted Visible to cancel my order on the same day. I was provided Reference #REMOVEDfor this cancel request. The product still shipped, REMOVEDtracking # REMOVED, the device was re-routed and returned to visible on 12/28/2022, REMOVEDtracking# REMOVED. I have had multiple chats with Visible and received multiple conflicting information. I have still not received a refund of $1068.93 (PayPal) as of the time of this complaint.

  Business Response

  Date: 01/16/2023

  Response Attached

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18711924
  
  I am rejecting this response because:

  On 12/29/2022, I spoke with REMOVEDthrough chat that advised that my refund for my cancelled order was submitted on 12/29/2022. On 1/9/2023, I spoke with REMOVEDthrough chat that advised that she has no record of any refund being submitted on my account. Later on 1/9/2023, I received an email from REMOVEDthat advised "the device has been scanned in our warehouse on 12/30/2022"

  I have been provided conflicting information multiple times. My question is to confirm when my refund was submitted accurately for my cancelled order?
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/24/2023

  An email was sent to REMOVEDinforming him that a manual refund was processed on January 20, 2023, and he responded by saying he received notification that a refund of the payment on December 20, 2022 payment was initiated. Visible considers this matter resolved as the refund has been processed on Visible's end.

  Customer Answer

  Date: 01/30/2023

   
  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.
  

• 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 Visible phone plans for my children in August 2022. My daughter received a brand new iPhone 13 on 12/25/22. The phone should be e sim compatible and should have transferred simply from the iPhone xr. We have spent countless hours on chats with visible. One person even tried to force us to upgrade and plan and stated this would be the only option to fix the problem. They did call my partner and sent a new physical sim. It did not work. The customer REMOVEDagent did state he saw a problem on their end. We did everything they said, and then they sent another sim card. The new sim card failed as well. I contacted them thru chat again and requested a call. I was told they couldn't do that even though REMOVEDhad called before. I asked for someone from IT to reach out, and I was denied. Finally, he reviewed the profile and said oh, they never called you. January 5th, I was told someone call as soon as possible. To date, the Visible team has not reached out. We should not be expected to resolve this issue over chat after several failed attempts and a promised call. This will be day 16; we have paid for a service that isn't being received. During my last chat, I also asked for the complaints department's email or contact and was denied that information. I appreciate the concept of no brick-and-mortar stores and the convenience of the chat; however, when an issue exceeds standard chat criteria, it should be escalated to resolve the matter quickly and efficiently. I would also like to be reimbursed for the time the phone has not been activated.

  Business Response

  Date: 01/16/2023

  Response attached

• Initial Complaint

  Date:01/09/2023

  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.

  Hi Team,I purchased a visible Iphone 14 pro REMOVEDwith the promotional offers of Beats Studio Buds and $300 Choose your Own Gift Card. When I purchased the offer and switched to Visible from LycaMobile, I spoke with their customer REMOVEDrepresentative on chat to confirm if my switch matched all their requirements and I would be receiving both my offers. I was given positive confirmation by the customer REMOVEDrepresentative. However, once I was 30 days into my service, I received an email saying I had not switched from an eligible carrier and hence my offers would not be provided. I would not have switched or continued on Visible(returning the phone within the first 14days) after the first day itself, if this would have been told to me. But at that time, I was given incorrect information.Now, I have been constantly following up with the Visible Customer Support and they agreed to providing incorrect information. However, they are saying we cannot do anything. They are unprofessional, they are not helping with anything and saying I will not be getting anything from them. To top it up, one of the support reps mentioned taking $10 for Beats Studio plus $300 Credit, which in my opinion was rediculous.Also, another unprofessionalism is them not giving me a call back and putting on the ticket, that a call was made and a family member of mine spoke. I have all the proofs of my chat conversation with them. I would like some help in making this reach the level needed, so I can get my due.

  Business Response

  Date: 01/13/2023

  Response attached

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18709281
  
  I am rejecting this response because: When I signed up for the service, I had reached out to the Customer REMOVEDRepresentative and they mentioned I would be receiving my offer. If I was told, I would not be receiving the offer because I was not elligible, I would have returned the phone within the first 14 days itself. Now I was given assurance that I would be receiving my offer and the same can be checked in records of the Visible Customer Rep. REMOVEDeither I get my offer or Visible takes back their phone and refund me my money, I will port out the same day. I am trying to meet in the middle, but without offer, I dont want to keep your phone, its cheating customers by providing incorrect information, which I cannot accept. Whoever wrote the reply from Visible for this complain, I am pretty sure didnot bother to go through all the details of the case and just refrenced the two chats which i had uploaded. 
  Request them to go through Visible System and look for complaint 4559902, where the supervisors who had called me also accepted that wrong information was provided by the executives, but they cannot do anything. If I was given wrong information, why will I suffer by not getting my benefits.
  So again, either I get my benefits, or Visible takes back their phone and return me my purchase price and I would be more than happy to move away from this company who doesnot have any respect or empathy for their customers. Being a REMOVEDI expected them to be better, but unless I am being helped, I would not be accepting the resolutions.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/23/2023

  All chat communication was reviewed and as mentioned in the initial complaint Lycamobile is not an eligible carrier. The list of eligible carriers are listed on the Visible website. Visible has thoroughly investigated the issue and no further action will be provided.

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18709281
  
  I am rejecting this response because: The business is lying. They are not checking the case details which I had shared. Their customer REMOVEDrepresentative who had called me trying to give me $10 credit for the incorrect information their executive had provided should have been recorded. I ask the business to send me the transcript of the recorded conversation from the case number I had shared. I am not accepting anything but my offer or the business take back their phone and I will port out of this provider. 
  thanks 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/01/2023

  As mentioned, this member does not qualify for a promotion as his previous service carrier is not an eligible carrier that qualified for the promotion and Visible return policy is 14 days.  Visible has thoroughly investigated the issue and no further REMOVED, or gift card will be provided. 
  
  
  

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18709281
  
  I am rejecting this response because: Visible is cheating customers. Their executives had told me I would be receiving the gift card otherwise I would not have switched to the service. I spoke to them after switching and I was told, I would be receiving the gift card and the earbuds. So either I need that or need Visible to take back their phone. I dont want to deal with a company that has no regards for its customers. So either I get a credit or the promised gift card or visible take back their phone, they cannot just tell it was not in the list when their executive had confirmed I would be receiving it once I had asked them after switching. 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/13/2023

  As mentioned, the customer does not qualify for the promotion as the previous carrier was not an eligible carrier. The list of eligible carriers are listed on the Visible website. At no point, this member was advised by an executive that he would receive the offer. Visible has thoroughly investigated the issue and no further action or refund or promotional offer will be provided.
  

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18709281
  
  I am rejecting this response because: I was advised by the executive that I would receive the offer and the same was confirmed when their executive had given me a call saying sorry about that and offering me $10 credit. Please check the recordings of the call or if you share that recording and the executive has not confirmed that, then I will withdraw the complaint, but unless you show me the proof, I will not withtdraw the complain, because I cannot let a cheating company go without answering for their promises. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/09/2023

  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 would like to return the iPhone 14 Pro. Customer REMOVEDtold me that the phone could be returned outside of the return window of 14 days because Visible was unable to port my phone number from REMOVEDCase REMOVED. I have the return label but I want to make sure I will be refunded when I send the phone back in. Please respond as soon as possible.

  Business Response

  Date: 01/12/2023

  Response attached

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18707928
  
  I am rejecting this response because: Visible promised in writing via chat that if the number port was unsuccessful that I would be allowed to return the device outside of the 14 day period. I expect Visible to honor their commitment. The return period should not begin until Visible claims that they were able to perform the port-in. Therefore I am also within the 14 day period if it is counted accurately. The entire situation with Visible has been a complete and utter horrible experience. I would like to go to return the device and go to a new carrier.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/23/2023

  As mentioned, there was no promise allowing the member to return the device as all the chats were reviewed. This member is outside of the return policy and Visible is unable to accept the device as a return. Visible has thoroughly investigated the issue and no further action or refund will be provided.

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18707928
  
  I am rejecting this response because: A return and refund was promised to me. Visible is going against the word of its own customer REMOVEDagent. I will not close the complaint until Visible honors the extended return due to the issue with the number port.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/09/2023

  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 unable to log into my visible account for 54 days. The only means of paying my bill and making changes to my account is via online and or the app. The app and website both tell me my credentials dont match whats in the system. I submit a forgot password click and never receive an email. I didnt consider this an issue at all until I dealt with the incompetent customer REMOVEDarm of REMOVED. First, the only means of resolving issues is through the chat feature. I have chatted with 11 employees in the service department who each told me I would receive a link from upper customer REMOVEDmanagement to resolve my issue. There is no problem sending me email reminders and notifications about when my bill is due, but nobody the capability or experience to actually send me what I need to access my account. Im at a loss as to what I can do because Im somewhat trapped due to purchasing a phone via visible through my affirm finance account. It has been a perpetual cycle of the same jargon and no results. Im happy to pay my bill and everything I owe them but I cant without access to my account.

  Business Response

  Date: 01/12/2023

  Response attached

• Initial Complaint

  Date:01/07/2023

  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 transfer my number to Visible 2 months ago but forgot to add a REMOVEDSpeaker promotion code at checkout. After contacting customer REMOVED, they said they will add the promotion manually after the third service charge and gave me the case number. However, when I reached back to them, I could not believe they said the promotion was unavailable at the time of my purchase. This is cheating, several of my friends made purchases on the same day and all got the promotion.

  Business Response

  Date: 01/08/2023

  Response attached

• Initial Complaint

  Date:01/07/2023

  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 a new phone from them on 12/25. I had to contact them three times to actually get the phone. They promised it on 12/26 then 12/27 then 12/28 and finally they shipped out a new one after multiple contact attempts. I received the phone on 12/30. I then attempted to activate the phone. I was unable to do it so I contacted their support. After spending 13 hours on a chat (consecutively) they were unable to activate the phone they sent me. They said they would send a REMOVEDcard to activate my phone however my phone would be unusable for the entire weekend. I was to get the REMOVEDcard on Monday 1/2. On 1/2 the REMOVEDcard did not show. When I checked tracking it showed they hadn't shipped yet. I contacted them and spent several hours on a chat with them. They said they would send the REMOVEDcard and I would have the next day on 1/3. Again on 1/3 it did not show up. They said it would show on 1/4 via REMOVEDthe next day. The REMOVEDcard finally showed up. I spent another 7 hours on chat trying to get the sim card to work. They couldn't get the phone working. When I asked what I was to do now they said they didn't know. They also couldn't get my old phone to work anymore either. So at that point I asked for a refund of the money for the phone. I went to another carrier the next day on 1/5 and bought a new phone. As they were setting up the phone they asked Visible to port the number over to them. Visible didn't approve it after over an hour. I contacted them via chat again (because there is no number to dall) and spent another 4 hours on a chat for them to tell me it takes REMOVEDhours to port a phone over to a new carrier. I explained my medical medication pump is tied to my phone and that I could not go another week without a phone. They said there was nothing they could do. Now 48 hours has passed an they haven't ported over my phone nor are they responding to my chats any longer. They are holding my number hostage!

  Business Response

  Date: 01/12/2023

  Response Attached

  Customer Answer

  Date: 01/18/2023

   
  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:01/06/2023

  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 Wireless did not honor their advertised promotion. I have been with visible for 4 months now. Month 2 of service I was locked out of my account for some unknown reason and they kept taking out my monthly payment even though I stated I had no access to the account. They promised a $200 gift card iPhone 13 Pro REMOVEDon a new line upon joining. I joined visible with my own device and purchased a new device after porting in for this promotion. The promotional guidelines state that if you purchase a device within 30 days of start of service and port in then you still qualify for the promotion (of the new device) . after months of arguing and getting back emails stating I do no qualify for this promo, that I definitely do qualify for, I am at a loss of what else to do. On top of not honoring the promotion that I was able to see in my cart throughout checkout (I only bought this device because of the advertised promotion), Visible now has my previous device that I traded in and is has not paid me the $175 for my trade in that they have had since 11/14/2022 . It has almost been two months now and the most I get back is "We will get back to you in REMOVEDhours with an update" and that just keeps coming about every three days. apparently it is an issue with "blackhawk" or "assurant" however I don't find it correct for visible to not only not honor the promo that made me purchase my device but ALSO not pay me my money for he device they are holding hostage. I do not have the patience to wait much longer for either of these to be rectified and I am worried I may need to take legal action very soon for them to do anything about this. I had such high hopes for this service and it has been downhill since month 1. Would Visible please honor their promises and give me my promotional gift card or AT LEAST my money that they owe e for my trade in?? Thank you.

  Business Response

  Date: 01/10/2023

  Response attached

  Customer Answer

  Date: 01/10/2023

   
  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:01/06/2023

  Type:Order 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 Account #REMOVED. The incorrect promo is applied to my account. I signed up and asked for the following promo $200 gift card and Airpods Pro 2. Please provide the correct promo for my sign up.

  Business Response

  Date: 01/07/2023

  Response attached

  Customer Answer

  Date: 01/07/2023

  I would like to return the device. Please authorize the return. I will re-order using the promo code for airpods pro and $200 off.

  Customer Answer

  Date: 01/11/2023

  Please close Complaint ID: REMOVEDagainst Visible Service, LLC.
  
  REMOVED
  

  
  

• Initial Complaint

  Date:01/05/2023

  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 have been without phone service for 4 days. I have reached out numerous time and had a supervisor guarantee I would have service or my phone unlocked by midnight. I have yet to connect with someone and when it does it ends the chat. I have paid for services for the month and have not received that service paid for. This is an unprofessional business and scam.

  Business Response

  Date: 01/10/2023

  Response Attached

  Customer Answer

  Date: 01/10/2023

   
  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