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:12/18/2022

  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 signed up for Visible's phone plan ($30/month) and bought a ****** Pixel 6a for $488.06 on 9/2/2022. Included with the Pixel 6a was a $200 promotional credit that would be sent to me after 3 months of service/payments. I have paid for the service for 3 months now but have not received a promo code. After multiple hours-long online chat sessions with Visible support, I received this email (case #********): "This is ***** with the Visible Care Team reaching in regards to your promo gift card code. We apologize for the inconvenience this has caused you; after reviewing your account and orders, we conclude that we can't honor this promo, because there was no active promo when your phone (Pixel 6a) was purchased. That's why the promo appears voided on your account." I know for a fact that the promo was active when I bought the phone, I even remember verifying this with a support team member because the promo is the only reason I bought such an expensive phone- I could never afford it otherwise. Also, when I logon to my account, there is a section labeled "My Promo Offers" and the $200 promo is listed there, ready to redeem with the proper code. If you do an online search for 'visible not honoring promo code' there are many many people describing my exact or very similar situation. It is not only infuriating to have to waste hours/days of my free time chasing down something that was supposed to be automatically sent to me, but also disappointing, because up until this past week, I ALWAYS recommended visible to my friends and family. I would tell them just how happy i was with the affordable service and how easy it was setting up service/ transferring numbers, etc, etc. I can no longer do that and I feel like a liar for ever doing it before.

  Business Response

  Date: 12/19/2022

  Response attached

• Initial Complaint

  Date:12/18/2022

  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.

  On 12/12/2022 I prepaid my bill. On 12/14/2022 I ported my number to another carrier and cancelled service. Visible refuses to provide a refund for services I cannot use. Not that I could use them before I cancelled. I chose to porr my number to a different carrier due to lackluster customer ********************** as well as poor mobile phone service. Calls are dropped constantly.

  Business Response

  Date: 12/19/2022

  Response attached

• Initial Complaint

  Date:12/17/2022

  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 am switching over to Visible from ******** I purchased a $1,000 iPhone 14 pro from Visible and started the porting of my phone number yesterday. However, I kept getting an error message saying my phone eSIM wouldnt work. I was chatting with the rep for about three hours. He finally said that he would escalate my case. Since then, Ive received sparse communication from Visible. I keep getting told to reset and restart my phone. Ive been told that my case will be escalated, but nothing has happened. I dont have any phone service now, and I dont feel that Im getting any closer to a resolution. No one at this company seems to know what to do to solve my issue, and I dont feel confident that they will be able to fix the problem.I need them to figure out what is going on and port my number correctly. Id like actual, continuous support instead of the run around.If they cant provide this, Id like a full refund and the ability to port my number to a carrier who can help me.

  Business Response

  Date: 12/19/2022

  Response attached

• Initial Complaint

  Date:12/17/2022

  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.

  I have wireless service with this company. Last month I was charged for a service that I dont have, nor did I sign up for. I reached out to customer ********************** and they emailed me back about the overcharge and put a credit on my account. There was several issues that I had to get resolved. The first was the app and website wouldnt allow me to pay my bill. Visible did that on their end. My amount was supposed to $40 because there was a $5 credit from the previous month. My debit card was charged $40 and an additional $5. So the credit for overpayment was never applied. Also another issue was my account balance was set at $50. Which is not my plan amount. When visible fixed this, they cleared my $5 credit. I reached out to customer care and they refused to refund that overpayment. I have documentation that I will attach.

  Business Response

  Date: 12/19/2022

  Response attached

  Customer Answer

  Date: 12/19/2022

   
  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:12/17/2022

  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 an iPhone 12 and Unlimited 5G service from Visible in December 2020. In January 2022, I paid off the phone in full (financed via Visible through Affirm). I sold the phone to private party and bought a new phone cash from Visible, a ******* Galaxy FE20. However, my account refused to update to reflect the new device. ******************** assured me it would. Long story short, after waiting, them five escalations to support my Visible account it now broken and my phone number held hostage as Visible shows my device as iPhone I sold nearly a year ago and that the loan is 0% paid off. They won't allow me to change plans, change devices, port my number or do anything with my device or phone number because of the loan in arrears, which is false. Their tech support admit the problem is there but they have no email or phone to contact, only web chat or social media messaging and despite days of repeated attempts over months, the problem is unfixed.My phone number and device remain held hostage at Visible without resolution or way to circumvent their customer ********************** walls. My only recourse is abandoning my phone (currently locked to Visible) and phone number (which I have linked to dozens of services) which is undue burden and financial loss due to their error.

  Business Response

  Date: 12/27/2022

  Response Attached

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18605069
  
  I am rejecting this response because:

  
  Although ******************************* has been in frequent communication about my problem it remains completely unsolved and there is no sign that it will ever be fixed. It appears to be beyond the capabilities of Visible to fix my account.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/12/2023

  Visible is still working toward a resolution for *******. We are currently working on a root cause analysis to assist with resolving this matter. The last communication with ******* was on January 10, 2023, from a member of ERT keeping him up to date with the progress. Visible apologizes for any inconvenience this has caused ******.

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18605069
  
  I am rejecting this response because:

  
  I have informed Visible that unless they can resolve the issue by the end of January, I will take my case to small claims court.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/01/2023

  A Member of our Executive Relations Team is still willing to work with the member and we are awaiting a response from the member to let us know if he wants to continue working on the issue.
  
  

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18605069
  
  I am rejecting this response because:

  I have responded to every communication and the situation still is unresolved with no change from the original issue.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/13/2023

  ******* has worked with a member of ERT and communication via email was sent to confirm, the final review has been completed and there is no more issue on the back end, and it is only a display issue. A recommendation is to upgrade the plan and disregard what is showing on the display screen since Visible's system is showing the correct device. ******* was also advised that once upgraded, the display will change. Visible considers this case closed. 

• Initial Complaint

  Date:12/17/2022

  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.

  On 12/11/2022 i paid $1,087.91 to purchase a new iPhone 14 and subscribed to Visible by ******* service plan of $30 per month. I received the phone 12/13/22, and immediacy had issues setting up the esim process to have calling and data services. I have used all three communication methods offered (website chat, ******** messenger, and ******** to try and resolve this issue. I have spent approximately 12 hours in chat with costumer representatives and the issue remains. On 12/15/22 Visible Ported my phone number *************) from my old carrier, but are unable to active my number oh the new phone (that I bought from Visible). As of 12/17/22 I still do not have a working phone number, cannot make or receive phone calls or receive voicemails, and I have no data when not on Wi-Fi. I am unable to access the majority of my accounts, as they have two factor authentication that require text to my phone number that is not active. On 12/15/22 the visable website no longer allowed me access on any device (I tried several), appearing IP address *** blocked (I was only able to access the chat by using a friends laptop at his home). I sent a ******** message (at Visibles request on 12/15 and did not receive a replay for 2 days. On 12/16 I was told be a representative on their website chat that I would receive an email within in approx 1 hour with a direct line of communication. I never received such an email. I have been told repeatedly that it has been escalated, and that I will receive an email when fixed. That is the only response I receive. I requested contact information for legal department or headquarters, and was told they could not provide that information. Was also told I would be offered considerable compensation for my troubles. I received no further communication about what that might entail. The internal reference number is 04480613.The inability to make any phone calls, or receive calls, or have data without being on Wi-Fi, is an extreme service disruption.

  Business Response

  Date: 12/21/2022

  Response attached

• Initial Complaint

  Date:12/17/2022

  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.

  I purchased an iphone on Oct 30, 2022 and I decided to cancel my purchase so I did not accept the package from ***** as per their suggestion. I contacted their chat support several times. They created a case for faster refund (case number ********), but as of now, I have not received my refund yet. The purchase amount is $880.81. My order number is Order #********.

  Business Response

  Date: 12/20/2022

  Response attached

  Customer Answer

  Date: 12/21/2022

   
  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. However, it took them around 50 days to refund an unopened iphone, which was an unnecessarily long period. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/17/2022

  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 have been a customer of ***********************, LLC ("V") since July of 2022. On December 6, 2022, I purchased a new mobile phone from V for approximately $512. It does not work. Since I received the phone, I have spent ***** hours, either in a virtual line for online support chat or engaged in virtual online support attempting to resolve the phone issues. They were never resolved. I was also informed repeatedly by online V customer support personnel, that the matter would be elevated to a "specialist" who would address the issue. The matter was never resolved or apparently even addressed by any such support specialist. V prominently advertises a 14 day return policy. The only way, whatsoever, that a customer can contact V is through online support chat. On December 16, 2022, I again contacted V to return the nonworking phone. V would not provide me a return shipping approval or label. I spent over 2 hours in online support chat attempting to obtain a return shipping label. I was told they were having issues, and that a "specialist" would have to be contacted to obtain a return shipping label. I was told at least 3 times, that a "specialist" would provide such a return label within 4 hours via email. I never received any further communication from V. I sill have not been provided a return shipping label. I want my money back an apology from a human being for the incredible amount of time I have wasted.

  Business Response

  Date: 12/19/2022

  Response attached

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18602797
  
  I am rejecting this response because:

  The matter is not yet resolved. I did receive a return shipping label yesterday (only after filing a complaint with the BBB). But I have not received a refund or an apology for the gross waist of my time by this company. Phone has been restored to factory original condition, properly pakaged and is being shipped today.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/16/2022

  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.

  I signed up with Visible.com on 12/7/22 and due to the difficulty of setting up my phone I changed my mind the next day. Since then I have been trying to port my phone number out and transfer to ******** mobile. Visible is either unwilling or unable to release my number. Please note I have had this number since **** and have many contacts attached to this number.The only way to contact Visible is via chat online, on ******** or ******** They have no call center.I have requested to speak to a supervisor several times and have been told they will call back within a few hours, or a few days. Yesterday (12/12/22) I requested a refund and was told the supervisor would discuss it with me. I have requested escalation of the issue and have been told it has been escalated since 12/8/22 to no avail.

  Business Response

  Date: 12/21/2022

  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:12/16/2022

  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 mistakenly signed up for service 2 days ago, and forgot to add the 15OFF discount code in the promotional box to credit the bill from $30.00 to $15.00, as a new customer. This promotional credit is listed on your website as an advertisement. I have reached out via DM on Visible ******** page, as well as, visible chat on the website (awful) and am receiving no resolution. I certainly cant be the only person who has experienced this issue with asking the company to honor the promotional discount? I am a new customer and I admit it was my mistake overlooking adding the discount code to the promotional box on the website when I signed up for service. I understand that. I also have reached out immediately to ask that that discount be honored. I just got my SIM card in the mail today and prior to activating my service have been trying to resolve this almost 5 hours in chat. I couldn't cancel my order nor edit the monthly plan online after i signed up to try and input the promotional discount. Once you sign up, your in a death row contract. It appears the customers only option is to cancel and attempt to go through the **************** again which delays service. I just wanted to have the promotional discount honored thats it. Simple fix, I feel. $15 bill for the months of December, January, and February. Since I already activated service and pay the $30 today to get the cell phone on, I would think its reasonable to ask for a credit for the month of January, February, March. If you could help or direct this to someone who can that would be greatly appreciated!

  Business Response

  Date: 12/21/2022

  Response attached