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:07/17/2022

  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 recently made another attempt to get mobile phone service with Visible. I finally was able to get everything worked out with the financing company to purchase a device. I completed the order online along with my port in information being added for the swap out program. The promo was a free phone when I changed carriers and the plan was just $20. A fee hours after I processed payment Visible put a permanent hold on the account and refused to speak with me. Now I am having trouble speaking with customer ********************** and any attempt at asking for a refund is ignored. There really should be some form of regulation against this behavior. Definitely would join a class action if the opportunity would arise.

  Business Response

  Date: 07/18/2022

  Dear BBB:
  
  "Thank you for referring the complaint of Jamarques ******** to Visible for review. We appreciate this matter being brought to our attention.
  
  The Visible Executive Relations Team (Visible ERT) began investigating this matter on 7/18/22 after notice of the BBB complaint filed. After review of the previous interactions and account status, Jamarques' Visible account has triggered security alerts causing it to be permanently on hold. Visible is unable to divulge detailed information as it may compromise Visible security. The Visible Executive Team has rhas processed a refund for any amount that was charged by Jamarques to Visible, and with this stated the Visible ERT is closing this case
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that Jamarques ******** has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.
  
  ***** M
  Visible Executive Relations Team

• Initial Complaint

  Date:07/17/2022

  Type:Order 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.

  5 days ago I switched from straight talk wireless to visible taking my phone number with all i had to do is send in my old phone and i would get a free phone from visible....sounds great now I have a new phone with no service cause they are under educated minions working there that have messed up the process 2 times already and have been with out a phone for work....not to mention they recycled my old phone already...so now i have to send their phone back and spend hundreds of dollars to buy a new phone to stay with the service i was trying to leave cause at least that one is still active not to mention the hours of online chatting and phone calls about this to 0 resolution

  Business Response

  Date: 07/20/2022

  Dear BBB:
  
  
  Thank you for referring the complaint of ******************************* to Visible for review. We appreciate this matter being brought to our attention.
  
  
  ******* placed an order to participate in our Swap Program on 7/2/2022. New members who have an incompatible and unlocked phone can swap their phone for a new device. It's free if they swap, transfer their phone number (port-in), and activate their new phone within 14 days of completing their order, otherwise, they're charged the price of the phone. The T's & C's for our Swap Program is publicly displayed, and provided clearly to our members upon placing an order for a free Swap device. On 7/13/2022, ******* contacted Visible Care via chat with a porting issue, and they were advised their Zip Code on their port-in request was incorrect. On the following day, 7/14/2022, they were informed that the same incorrect Zip Code error occurred with their port-in request.
  
  
  ?******* contacted Visible Care once more on 7/15/2022 stating they contacted their Original Service Provider (***) StraightTalk, and were informed by StraightTalk that their phone number was incorrectly ported to ******** instead of Visible. This indicates an error on their *** side, and/or a Snapback occurred with their *** which is the root cause of why their Zip Code error and port fallout errors with Visible occurred. Visible Care along with Visible Support continued to attempt to resubmit their port using their porting information they confirmed, and provided from their ***. Each attempt resulted in a porting error. In order for any phone number to transfer from one carrier to another, the porting information from the *** must be correct. The phone number must also be, and remain active until the port process is complete from one carrier to another. ******* requested a return label for the free Swap device they received, a service refund, and a cancellation of their port-in request which were all completed by Visible Support on 7/17/2022.
  
  
  The Visible Executive Relations Team (ERT) reached out to ******* on 7/17/2022 after receiving this BBB complaint. ******* confirmed with ERT that they received the return label, and no longer wished to continue with Visible or their Swap order. ******* has not responded to ERT to date. With this being said, If members keep their old phone for longer than 14 days without returning it, we'll charge their account for the retail price of the new phone they received. There are no take backs for Swap. Once they ship their old phone back to us, we will not be able to return it. This information is provided to all members who participate in our Swap Program during the buy flow and within their order details.
  
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that ******************************* has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.
  
  
  **************
  Visible Executive Relations Team

• Initial Complaint

  Date:07/14/2022

  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 was switching my husband and myself over to VISIBLE; we needed new phones. I created separate accounts with VISIBLE; I decided to initiate and order each account on a separate day. On April 12, I tried to initiate/order my husband's account and phone. There was a problem and Visible chat employees could not rectify it. My husband's account was locked for 24 hours; I initiated my own account. My husband and I have the exact same model phone, with the same gB, but on April 12th, my total was $462.24. On the following day, I ordered my husband's phone and his total was $355.24, and my exact phone was also advertised $355.24! I took pics of each phone with the same price - $107 less than what I was charged the day before. I reached out to VISIBLE via chat. Not getting any resolution, I asked for a supervisor. I got this email from [I'm ****** with Visible Care Team. We're reaching out regarding the issue you reported with the price of the device you bought. You need to activate the Visible service and chat back in for the Price Protection policy. After you activate, you can request compensation for the price difference.] ****** also wrote [Please keep in mind that we can only offer the compensation, only as credit on your Visible account and it will be used for future service payments. We are not able to refund you the difference.] When I activated, I chatted back into VISIBLE; I was told that I had to be a member for 3 months to get the difference added to my account. Fast forward 3 more months. I am now told to upload the pics into IM showing the phones and the prices. After a run around from several chat agents, I get an email stating [This is the Visible Care team reaching out regarding your device overcharge.] then I get an email stating the color red is more expensive! I sent the pics of both phones at $355.24! VISIBLE acknowledged an overcharge, and said the difference would be applied to my account. I want $107 applied to my account.

  Business Response

  Date: 07/15/2022

  Dear BBB:
  
  Thank you for referring the complaint of ******************************* to Visible for review. We appreciate this matter being brought to our attention.
  
  **** purchased an iPhone SE on their own account and then the following day purchased a similar device in a different color for another family member. The second device was cheaper due to a sale that began the next day. **** had initially requested a credit for the difference in price, which was declined due to the color difference. Upon our review, we noted that **** had provided screenshot evidence that both the red and black versions of the iPhone SE were on the same sale price during that timeframe. A $130 credit was applied to ****** account for the difference in cost.
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint. Should you have any questions, please feel free to contact the Executive Relations Team via email at *************************************.
  
  ****************
  Visible Executive Relations Team

  Customer Answer

  Date: 07/16/2022

   
  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.  Thank you to ****** who ameliorated a situation that should have been taken care of in April.  My account now reflects the difference of the price I paid versus the price the next day.  I appreciate the Price Protection Policy and just wish I didn't have to file a complaint to enact it.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/14/2022

  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.

  Trying to port in a wireline number to visible. Its been a week and I cant get support to tell me the truth about whats going on. You deal with port in and port outs all day everyday and yet Im stuck in limbo with no answer in sight. I just want my port in to be completed. Enclosed is the info as supplied when I purchased the wireline number.

  Business Response

  Date: 07/22/2022

  Dear BBB:
  
  Thank you for referring the complaint of *********************** to Visible for review. We appreciate this matter being brought to our attention.
  
  ****** contacted the Visible Executive Relations Team for assistance with this matter July 14th, prior to Visible being notified of this BBB ticket. Visible ERT confirmed that the porting request had been successfully submitted to ******** previous provider, and that they had not yet responded to confirm the port.
  
  The previous provider agreed to the port July 15th, advising they would release ******** phone number to Visible July 22nd. The port completed the morning of July 22nd. and ****** confirmed to Visible ERT they have service with their ported in phone number.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that *********************** has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.
  
  ************
  Visible Executive Relations Team

  Customer Answer

  Date: 07/22/2022

   
  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:07/12/2022

  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.

  ******************** Purchased an Iphone in June from Visible. Recieved the phone. Actived the phone. Discovered that you can not do one account for many users. Must have an account for each user. The active account had my info: *********************, mother. The phone number actived was for my son. Contacted Visible to update account info to reflect son info and then start 3 other party line accounts separately by Visible CHAT only. No live conversation on phone with anyone. My son, ********************* spoke with 2 or 3 direction respresentative to support him in updating account info. Son become locked out of account. I, *********************, mother and person paying did a chat to get corrected with no success. Since then we have no access to our account and can not add another account at this time and can not get a live person to help us.

  Business Response

  Date: 07/14/2022

  Dear BBB:
  
  Thank you for referring the complaint of ********************* to Visible for review. We appreciate this matter being brought to our attention.
  
  We received this request for assistance for ***** and their son on July 12th. We have reached out multiple times via email and phone and been unable to get ahold of them. Should they still need assistance, we would be more than happy to assist.
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint. Should you have any questions, please feel free to contact the Executive Relations Team via email at *************************************.
  
  ****************
  Visible Executive Relations Team

  Customer Answer

  Date: 07/28/2022

  This is not resolved yet. Sorry for the delay in responding. Life happened at our home which caused a delay in responding. I read the message about them emailing us that is correct they emailed only twice but no phone calls and no phone messages left on my phone number ************. 
  
  I just responded today to visible with the information they needed to update and correct our account to gain access plus what we want for all the problems we have experiences along with all the time put into getting this resolved. 
  
  We still do not have access to our account with Visible.
  
  ?????????? ??????????
  Executive Director
  1586 ******************.
  ********, **** 43203
  PH: **************

  Business Response

  Date: 08/06/2022

  Dear BBB:
  
  Thank you for referring the complaint of ********************* to Visible for review. We appreciate this matter being brought to our attention.
  
  On July 5th, ***** contacted Visible Care for assistance with accessing their son's account. ***** was not able to receive the links to reset the account's password. ***** continued to work with Visible Care regarding this issue until the Executive Relations Team was alerted of the BBB complaint that had been filed. The Executive Relations Teams continued to work with ***** but initially was unable to maintain meaningful contact. The password reset links that were sent to ***** kept expiring before ***** was able to access them. On August 6th, ***** was able to reset her password within the password link lifetime. ***** confirmed that they now have access to their son's account.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint. Should you have any questions, please feel free to contact the Executive Relations Team via email at *************************************.
  
  **************
  Visible Executive Relations Team

• Initial Complaint

  Date:07/12/2022

  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.

  The company is offering a 15 day free trial but when I try to sign up I'm told I'm ineligible because I'm already a customer which isn't true. I am not nor have I ever been a customer. I have been promised a call back 4 times:1. Evening of July 10, I was promised a callback between 7 and 9 pm Never got it.2. When I complained on the morning of July 11, I was told it could take up to *************************** the queue. Waited 25 hours and no callback.3. I complained again on July 11 between 7 and 8 pm, and I was promised a call back in 35 minutes. Never came.4. Called back again that night and was promised a call back sometime later that night. Never came.5. Called back this morning at 9 am and was told that my account was ready for activation. When I reiterated that I wanted the free trial, I got unhelpful and useless information.It is obvious that the customer ********************** chat line is useless for solving my problem and that no one intends to call me back.

  Business Response

  Date: 07/14/2022

  Dear BBB:
  
  
  Thank you for referring the complaint of ************************* to Visible for review. We appreciate this matter being brought to our attention.
  
  ***** contacted Visible Care on July 12, 2022, looking for assistance with signing up for Visible's 15 day free trial activation. The Care agent advised ***** on ways to properly sign up for the program. They continued to have issues with sign up. The Visible Executive Relations Team was alerted of this concern on July 13, 2022 and we working hand in hand with ***** in finding an alternative method which allowed them to successfully activate using the Visible Free Trial option.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint. Should you have any questions, please feel free to contact to contact the Executive Relations Team via email at *************************************. 
  
  ************** 
  Visible Executive Relations Team

  Customer Answer

  Date: 07/16/2022

   
  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:07/11/2022

  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 contacted Visible by chat before getting cell phones and confirmed that they had coverage in my area and also check their coverage map myself and it showed they had service in my area i signed up and ordered phones on june 8,2022 but i am unable to activate phones or get service since i signed up for it. no service what so ever at my home or any where around i have done all the troubleshooting steps they have given me to do it has also been escalated to higher up tech and network techs i have tried several different sim card. when i signed up i had to do three different accounts using email addresses to get me,my wife and son phones and service since we got phones we have not been able to activate phones or service. My wife was told that hers was bad to send it back and order another to which she sent it back hasnt ordered another she was waiting to see if others got any service to which we did not. i canceled once and agent talked me into trying another sim card so they reactivated it they said but we are still not able to get service and i have asked to cancel and return phones. I have one for my son also and he is having same problem of never having service after we have peformed every technical support answer and settings changes and different sim cards but to no avail they wont let me return phones and not be charged for them even tho since i cant get service they are of no use to me because they are locked to visible i dont want to pay for phones that i am not able to use. Phones are in new conditiion no scratches or anythign they are just like i got them.have several email to where i was emailed from network tech after it had been esalated

  Business Response

  Date: 07/12/2022

  Dear BBB:
  
  Thank you for referring the complaint of *************************** to Visible for review. We appreciate this matter being brought to our attention.
  
  The Visible Executive Relations Team has provided ****** with return labels for their devices, and will be issuing full refunds for each device once they have been received and processed by Visible.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that *************************** has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.
  
  ************
  Visible Executive Relations Team

• Initial Complaint

  Date:07/11/2022

  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 purchase an iphone xs from visible on may 04, when I purchase the phone, there was promotion to get $150 GC and a speaker after making three payments, (please refer to the attached screenshot)After purchasing the phone, I was thinking about returning the phone, but two of the visible represetatiives have ensured me that I will received the promotion, so I decided not to return it. there are two cases numbers to confirm the legibility of the promotion": ******* and ******* and ******** Due to the trust to visible, I did not return the device now , after three payment, I still have not received the promotion, so I check with visible, I was told that I won't receive the promotion: This is misleading and bait and switch for customer

  Business Response

  Date: 07/13/2022

  Dear BBB:
  
  
  Thank you for referring the complaint of *********************** to Visible for review. We appreciate this matter being brought to our attention.
  
  Shoujin reached out ot Visible Care on May 11, 2022, looking for assistance with their promotion. They were emailed and it was confirmed they qualified for the promotion. They were informed 3 service payments were required in order to have the promotion disbursed. On July 11, 2022 Shoujin reached out for assistance once more and was advised they did not qualify for the promotion after all. The Visible Executive Relations Team became aware of the matter on the same day and we launched an investigation to determine if the promotion will be disbursed. After completing the investigation it was determined teh promotion would be supplied to them and they were informed of this decision and was issued the promotion.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint. Should you have any questions, please feel free to contact to contact the Executive Relations Team via email at *************************************.
  
  
  ************** 
  Visible Executive Relations Team

• Initial Complaint

  Date:07/10/2022

  Type:Sales and Advertising 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've been in contact with visible all day. I've tried using the reset password link to pay my **** as I forgot my password. The emails don't show up in my gmail account. They don't show ** in spam, promotions or any of the folders. I sort by all mail, they are not there. Customer ********************** reps on phone were of no help. They were supposed to schedule calls with specialists and I contact them back to hear they were never scheduled. As of right now, I'm without my phone and phone number. I can't switch services even if I wanted to because my number is locked at Visible. There seems to be no one willing to work with me verify my account other through these automated emails. All I want to do is gain access to my account or pay my **** so I can reconnect my service.

  Business Response

  Date: 07/12/2022

  Dear BBB:
  
  Thank you for referring the complaint of ******************* to Visible for review. We appreciate this matter being brought to our attention.
  
  The Visible Executive Relations Team assisted *** in updating their account password. *** confirmed to Visible ERT they were able to reset their password and make their service payment.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that ******************* has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.
  
  ************
  Visible Executive Relations Team

• Initial Complaint

  Date:07/08/2022

  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 Visible customer for many years having 3 accounts ****************************** / ******************************************/****************************. I purchased a new phone on my ***************************** account, an Iphone 13 Mini in October of 2021. I asked the representative if I could activate it on any of my accounts and the answer was yes. I used it on my wife's account until June of 2022. I received no benefit other than going through Affirm and paying over time fr the device. In June 2022 I decided to switch carriers and during the process reached out to Visible to port my number and receive a pin. During that time i asked if my Iphone 13 Mini was unlocked and I was told it was. When I went to a new carrier I had difficulty in bringing that phone over so I reached out and was reassured it was unlocked again. After, that I reached out multiple times through chat and was told that it was actually not unlocked and there was a second tool that wasn't used to determine if it was unlocked. There is a policy that a device has to be active for 60 days on their network. My phone was active for over about 240 days on their network. However, there is a policy, which is not on their unlocking policy webpage, that the phone has to be activated on the account that it was purchased on (https://www.visible.com/help/device-unlocking-policy) I had no idea and I would have made efforts to ensure I was abiding by the policy if I knew or a representative informed me, especially as i inquired to port my numbers. Now, I have had 3 separate cases open and supervisors declining to make an exception to the policy.I am left with a phone that cannot be used. I even offered to pay for two months ($80) or create my account again to have the phone active on that account for 60 days. I was told that is not possible. My last case number is ******** and a supervisor is making a third effort to escalate and get it unlocked. In the meantime my disabled son is home with no way to talk

  Business Response

  Date: 07/17/2022

  Dear BBB, 
  
  
  Thank you for referring the complaint of ***************************** for review. We appreciate the matter being brought to our attention.
  
  
  ******** contacted Visible's ************* on July 7th, 2022, after porting out to another carrier. ******** reported that the iPhone 13 he purchased could not be used with the new carrier due to being carrier locked. The Visible Executive Relations Team (ERT) received the BBB complaint on July 8th, 2022 and began investigating the matter. ******** purchased the new iPhone on his account, but it was activated on his wife's account. Per the Visible Device Unlocking Policy, all new devices purchases must be activated on the account they are purchased on for the device to automatically unlock. ERT is still working with our internal channels for their issue, and will provide ******** with a resolution immediately upon receiving one.
  
  
  Visible's 60-day locking policy is designed to be consistent with our waiver from the *** which was implemented to limit fraud. Devices purchased from Visible are locked to our network for 60 days after activation. Once 60 days post-activation with Visible occurs, the device will automatically be unlocked and you will be able to use it on another carriers compatible network. Visible's policy, which was disclosed at the time of purchasing the device, is available on our website.
  
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that ***************************** has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.
  
  
  **************
  Visible Executive Relations Team

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17540150
  
  I am rejecting this response because: If you viewed your customer ********************** logs, I contacted them on several occasions before I ported my numbers over. On June 29th, I contacted customer support before I ported my number over and asked if the IPhone Mini 13 was unlocked. I was "assured" it was unlocked. Please review your chat logs for that day. As a consumer, trusting the companies representation for the customer is the way we communicate especially when policies can be hard to understand. Furthermore, the reason the customer ********************** representative told me the incorrect information is because they do not have a second tool that checks further into account unlocks. This is clearly a failure in company procedures considering every situation is different and there was no confirming the true status of the phone. Also, even to date, your policy online for unlocking devices does NOT including language indicating that the device NEEDS to be used on the account it was purchased. Rather, it CLEARLY states it must be used on the VISIBLE network for at least 60 days. 

   

  The failure on your companies part to provide me with correct information AND the policy ON YOUR WEBSITE not explicitly stating the phone needs to  be used on the account it was purchased on both put fault on your organization. Your policy states that the unlocking process is to protect from fraud which is obviously not part of the issue. If we can then exclude fraud, making an exception to unlock the phone considering all of the negligence on your companies part is the least that can be done. I even offered to start my account again and have it on the network for 60 days under my account and I was told that wasn't an option. Not only was there no compromise, there is no recognition that this situation rests solely on your companies part and Visible is still not moving in a direction to acknowledge, address, or provide resolution for the failures. I attached a screen shot as well of your companies website unlocking polices. 

  The policy states this, and has no mention of the phone having to be on the account it was purchased. "What is Visibles unlocking policy?
  Smartphones that you purchase from Visible will be locked for 60 days after activation. After ************************************************************************************************************************ purchased fraudulently.  Once the 60 day period following device activation expires, your phone will be unlocked."
  
  Sincerely,
  
  *****************************