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:01/05/2023

  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 bought an iPhone 13 pro with Visible and it come with an 150 Gift Card promo and B&O A1 Sounder Bar promo.the promo did not showed up with my account because of trade in program after i made a purchase. i have reached to Visible Care Team for solution. Then the Agent told me if i did not send the trade in program and kept my iPhone 13 pro device. They will view my case and give me an exception for the promo after 3 month their server. after 3 month they told me they are not able to give me since the agent linked my case to wrong account which is my another account. Then they do not give me my promo GC and B&O sound bar. i have asked them to open case for the promo issue. then they rejected. i am eligible custom with the eligible device from them. it is not my fault, and they made mistake, so they have to shoulder the responsibility. The chatting history provide below on the Upload DOC

  Business Response

  Date: 01/12/2023

  Response Attached

  Customer Answer

  Date: 01/12/2023

   
  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:01/05/2023

  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.

  
  Complaint: 18670986
  
  I am rejecting this response because:
  When I contact the Visible team, they said that I do not qualify for the promotion. However, I have asked the agent before and after buying and three agents did confirm that I am eligible. I have already contacted the Visible and they could not solve my problems. And now I could not find the Visible via BBB but only to find you REMOVEDCould you please help me solve out my problem? Thank you!
  
  
  Regards,
  
  REMOVED

  Business Response

  Date: 01/03/2023

  Please see attached document. 

  Customer Answer

  Date: 01/05/2023

  I bought an iphone 12 in your website (Visible Wireless) in Oct, and applied the promos of Visibundle and $150 gift card. Before and after buying, I have contacted your team for several times to make sure and confirm that I am eligible and will get these two promos for REMOVED% sure after making three months payments. However, now I have already paid, the two promos does not appear automatically. So I come to your agent so many times to address this problem, and you know that I have waited for a long time to reach out an agent every time. It is kinda time-consuming and annoying. And also they say I will get these two promos. However, today morning, your promos team said they could not give me the gift card because my phone is not on the promotion list! But the agent did tell me it is the error of your system, which means it is not my fault. So now I am arguing that I want my $150 gift card back and 2 months credits for compensation.my account is: REMOVEDand the previous one is: REMOVEDmy order number is: REMOVEDthe case number are (since I contacted your team and confirm so many times): REMOVED; REMOVED; REMOVED

  Business Response

  Date: 01/18/2023

  Response attached

• Initial Complaint

  Date:01/04/2023

  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.

  This provider allowed me to purchase a phone. When activating the phone, the phone had some issues activating. They had stated to me that this was because I had to upgrade the phone, but this was never stated during the purchase process. This is not a contract service. I don't know if this is normal practice for the company, but around 6:30pm Pacific time, I had the attached chat with one of the care representatives. The only resolve was to upgrade. When I threatened to move my service, they promply advised there was some other option available, but a supervisor wasn't available to assist.

  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. Unfortunately since the service has been switched, theres nothing else that can be done, but please notate this for further complaints please. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/04/2023

  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 ha e been a customer of REMOVEDwireless for several years now and was under the $40 unlimited plan which actually was unlimited and not throttled or prioritizing customers that wanted to pay more. Since REMOVEDno longer is tied to any legal sales contract restrictions with them they breached my contract with their new plans and is still charging me the old price at worse service. I have talked to a dozen customer REMOVEDrepresentatives that just feed me the same blind troubleshooting. I would like to REMOVEDthis company for breech of contract. I am now receiving data at .2 mbps instead of the 80+ I was getting before REMOVEDtook over. This is blatant theft. I want them to fix my problem and give me the service I originally agreed to and have them reach out to all customers experiencing this and offer proper compensation. If not this will end in court.

  Business Response

  Date: 01/12/2023

  Response attached

• Initial Complaint

  Date:01/03/2023

  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 just activated a Visible by REMOVEDa couple of hours ago and discovered that REMOVED's 5G Ultra Wideband network does not cover my area. I contacted customer REMOVEDto change the plan from Visible plus to Visible. The customer REMOVEDtold me that I could change the plan on the application, but it will affect the next billing cycle. After that, I tried to change a plan myself but couldn't. The system says, "You'll be eligible to switch your plan after your promo or discount period ends." I wish REMOVEDwould allow me to change a plan to a Visible and credit the difference back to my account while still keeping the Visible credit that was left on the account since I just activated the service 2-3 hours ago.

  Business Response

  Date: 12/27/2022

  Hello, 

  Our response is attached. 

  Thank you

  Business Response

  Date: 01/17/2023

  Response attached

• Initial Complaint

  Date:01/03/2023

  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 switched my phone plan from REMOVEDto REMOVED"Visible". The website advertises that if you bring your phone you get $15 off. I signed up in the app which said the exact same thing so I followed the link. The coupon code is 15OFF but when I checked out, it did not allow me to add a coupon, it said it would charge $30 while setting up my account. It asked me if I wanted to have them take payment out through my credit/debit card but when I checked out, there was no coupon code and it had already set my total...and it refreshed on its own and I was signed up. The app is completely buggy because it made me enter information over again even though I was signed up. So...I chatted with REMOVEDon the Visible chat but he tells me he can't help me. REMOVEDwas very kind and helpful but this was the one thing he couldn't do. It also turns out it took me three support chat conversations to get my service activated because it kept showing up as SOS, and the chat on the first support call was interrupted with REMOVEDand I had to wait another 15 minutes and speak to another chat person. I think I earned the $15 off for 3 months with the headache I suffered trying to set up this phone on Visible including having to remove the REMOVEDcard to do eREMOVED.

  Business Response

  Date: 12/27/2022

  Please see our attached misdirect letter.  Thank you.

  Business Response

  Date: 01/19/2023

  Response attached

  Customer Answer

  Date: 01/23/2023

   
  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. I would like to make a point to Visible that at checkout the coupon was unable to be applied when I used the Visible app to check out...I had talked to customer REMOVEDabout this...and appreciate Visible resolving this, thank you and BBB very much!
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/03/2023

  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.

  3 weeks ago I switched to visible my REMOVEDWithin those 3 weeks I have lost service 6 times. This last time I decided to transfer service back to my previous provider. Visible will not release my phone number. I provided the correct account number and transfer pin and they wont release it.

  Customer Answer

  Date: 01/16/2023

  I apologize, I did not realize I ran out of time to provide an update for this complaint. I was contacted by REMOVED(sp?) from Visible. She was very polite and provided me with her direct contact number so I did not have to go through Visible online chat system and have to explain my issue all over again to a new person with the same results. She provided me with timely updates and if she was not able to answer my phone call she returned them in a timely manner. I believe it was 5 days after she first contacted me my issue was finally resolved to my satisfaction and I was able to port my number out from Visible, Thanks to REMOVED(sp?) from Visible. 

   

  Thank you,
           REMOVED

• Initial Complaint

  Date:01/03/2023

  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.

  As a current customer, I purchased a new iPhone 14 Pro from Visible, and said I'd trade in my 11 Pro. After several days and countless chats, Visible was unable to fully activate the new phone. I requested a return shipping label, to return the new iPhone REMOVEDthe proper return label, Visible's agent sent me a label to send the phone to their trade partner - Assurant. I did not realize this, as the email's subject Attached: Your Return Shipping Label, and the email body said: REMOVEDreturn label is attached. Just print this and affix it to your package. Remember:Visibleneeds to receive your device in like-new condition within 14 days of when we shipped it to you.REMOVEDIMPORTANTREMOVEDIf you opened the device:If you activated "Find My iPhone," then turn it off. (Otherwise, we can't refund you.)Delete personal information.Remove the REMOVEDcard. It's yours to keep and is tied to your phone number. You'll need it to getVisibleservice on another device.If you have any questions, hit up our Care team: text REMOVED, tweet@VisibleCare, or tap help in the app.I used the enclosed label and shipped the phone on 12/11/22. The same day I received an email from Assurant that said I'd shipped my trade iPhone 11 Pro. I immediately (within minutes) contacted Visible, told them what happened, and they assured me everything would be ok. On 12/31/22 I received an email saying my iPhone 14 Pro had been received by Assurant, and they were offering me a $600 trade in. I immediately contacted Visible. The agent said I had to talk to Assurant. Assurant was closed for the holidays. Visible followed up with an email saying the same, and included a phone number. I called on 1/3/23 and Assurant says they are unable to access any records or take any action, and that everything is (understandably) handled on the carrier's (Visible) side. I started another chat with Visible support on 1/3/23 and they're putting it back on Assurant.

  Business Response

  Date: 01/19/2023

  Response attached

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18675189
  
  I am rejecting this response because:

  There is still $600 unpaid on the refund. The $600 "offer" from Assurant was never credited to the Affirm loan. 

  This leaves me with $600 outstanding of the original purchase price of $1,170.44 of the returned phone. To-date, only $570.44 has been credited, as of today 1/19/2023.

  This can be seen in the attachment.  To resolve this satisfactorily, the full sum should be canceled.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/25/2023

  The member was offered $600.00 by Assurant for the returned device. She will need to accept the offer from Assurant and pay the balance owed to to Affirm. 

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18675189
  
  I am rejecting this response because: There is no way to "accept" the offer from Assurant. Any and all links in the Assurant email lead to the Visible website without any options to accept anything. When calling Assurant, they say they can not help in any way (as previously mentioned) because everything is handled by Visible. I need Visible to either communicate with Assurant to resolve this or dissolve the loan with Affirm. This is 100% Visible's responsibility and no one will listen to me or help me further. I've already had to make a payment on a phone I do not own, I'd prefer not to make another. 

  Attaching Assurant Email.  The link in the Assurant email that says "Click Here to See the Status of Your Trade In" leads to the second attachment - a page on Visible's website saying service is cancelled.   As is clearly illustrated, there is no further steps I can take.  

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/02/2023

  This member will need to contact Assurant as initially an email was sent to the member to accept the offer.

  Customer Answer

  Date: 02/06/2023

  I wanted to see if there was a way to add additional information to my complaint #REMOVED
  The attachment I have on this email is more information regarding how Visible thinks I need to contact Assurant, but Assurant says to contact Visible.
  

  
  

  Business Response

  Date: 02/13/2023

  After further review this customer should have received a trade in gift card email from REMOVEDin the amount of $600.00 between 1/1 - 1/5. This member will need to check her emails and confirm with BlackHawk at REMOVED.

  Customer Answer

  Date: 02/14/2023

   
  Better Business Bureau:
  
  This long ordeal is finally over. Thank you BBB.  
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/02/2023

  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 traded a REMOVEDtelephone in with visible about 6 weeks ago.I have yet to recieve my credit of $215.00, which wss supposed to be in the form of an electronic gift card.This is the the reference #REMOVEDI have asked to either get the phone back or a check.

• Initial Complaint

  Date:01/02/2023

  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 went on app to get information on changing my number. The chat was handled through a bot & a series of 6 numbers were shown, I selected one thinking a complete number would be generated & I could select it if I would like to. Instead after selecting, my number was automatically changed.My phone then became inoperable, so I got on the chat again to speak with a live agent, was on the chat for hours & was told they had to reset something & gave me instructions to follow after I was disconnected, which I did but still no use of my phone. So I got on chat again & was told by this agent that because I received a new number, I had to upgrade my plan. So I told the agent I didnt want to do that & that should have been outlined so I could have given informed consent. My phone is basically being held hostage, I cant receive or make calls yet Im still going to be billed on the 19th of January, & in order to have use of my phone, I have to upgrade to more expensive plan. This is unethical & wrong on so many levels. I have no service & can get no assistance from Visible other than someone telling me I have to upgrade my plan.

  Business Response

  Date: 01/11/2023

  Response Attached

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18670096
  
  I am rejecting this response because:my phone service is still not completely operable. I have not had real service prior to January 1st. No other provisions were offered other than to upgrade plan yet be out of service awaiting arrival of another SIM card or to purchase another phone. No full accountability is being shown only an acknowledgement that they are changing plans in the future. Customers are not given full disclosure of situations that can affect their service and when services are affected due to Visible technical issues, the customer is left with the responsibility of financially having to remedy the problem which is unjustifiable and unfair. If my phone has to power off, I no longer have ANY service. I can not send messages to anyone with an Android device and sometimes cannot also respond or receive calls or texts to iPhone users if I don't have a Wi-Fi connection. This is absolutely unbelievable especially considering I have a payment for full service due in a few days. Nothing has really been resolved for me unfortunately.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/24/2023

  A call was placed to the member to verify services and she stated she is still having an issue with text messages and she lost service again. Visible engaged our network team and we verified no issues on Visibles end. The member was given the option to change the plan at no cost or upgrade her phone. The member wants to think about it before changing anything. 

  Customer Answer

  Date: 01/28/2023

   
  Complaint: 18670096
  
  I am rejecting this response because: I keep hearing there are no issues on Visibles part as if its my fault that this happened so the burden is on me. Yes, I was told I could change plans & there is an 85% chance the issue will be corrected but I will not have service until the new SIM card arrives & again.. that still may not resolve the issue. I have an older phone, so I even inquired about getting a discounted used device but of course, that was not an option. It is not my fault there are now having these compatibility issues that have arrived all of sudden. It is basically forcing me to have to purchase another device when I had no issues prior. There is not going to be any resolution to this without me being continuously inconvenienced, so I give up. I dont have adequate service, no guarantee the new SIM Will actually work, so I understand my only option with them is for me to spend hundreds of dollars for another phone because of THEIR compatibility issues. They still are not acknowledging that part and this entire situation has been completely unfair to me & a huge waste of time. 
  
  Sincerely,
  
  REMOVED