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:07/07/2022

  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.

  Hi, I did a visible swap order with visible. I got charged for $139.10 for the device and I sent the trade-in device in upon checking the *** tracking number. The visible swap site also said the imei was compatible for trade-in.

  Business Response

  Date: 07/09/2022

  Dear BBB:
  
  Thank you for referring the complaint of ********************* to Visible for review. We appreciate this matter being brought to our attention.
  
  Kazi initially chatted in with Visible Support regarding the charge for the new phone from Visible. Kazi participated in Visible's Swap Program and had traded in an old device in exchange for a free device to use with ********************. Kazi was denied a refund for the charge, as the **** of the phone that we received did not match the **** of the phone that was promised on the initial order.
  
  The Visible Executive Relations Team (Visible ERT) began investigating this matter on 7/8/22 after notice of the BBB complaint filed. After reviewing the details that Kazi had put in the initial order and the report of the device that was traded in, we found that there was a typo in the initial order details, adding an extra digit to the ****. The device that we received had a nearly identical ****. Visible recognized this small mistake and refunded Kazi the charge for the new phone.
  
  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:07/07/2022

  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.

  Visible.com recently ran a promotion of $100 off the iPhone SE with activation of a new line and a port-in from a list of service providers (Ting being one of them). I planned to purchase the 2022 iPhone SE (Gen 3) with a 128GB HD in black - total purchase price $379 (retail is $479). I made a mistake with activation. I inadvertently activated my current phone and ported in my Ting number. I contacted support - Case #********. They acknowledged the issue and assured me it would be resolved shortly. At 5:07pm CST, however, I received an e-mail saying it would take ***** hours for them to fix the issue (see Cata **** screenshot). Fortunately, (or so I thought) I received a subsequent e-mail assuring me that the issue had been resolved as the the number port-in had been submitted successfully and completed. (see Cata **** screenshot)The issue persisted. I reached out to customer ********************** around 10am on 6/29/22. That person did not help me. I reached out again in the late afternoon and received a new case #********. It said an update or resolution email will be seen over the next 24 hours. (see screenshot **** Mihai) ******* on 6/30/2022 at 12:20pm, I received an email the problem was resolved (see **** ****** screenshot). I visited the Visible sale page and the phone was back at full price.I contacted support again and explained the situation again and they give me a new case #********. Visible denied any credit or adjustment under the Price Protection Policy (see **** Alonso ************** had every intent to purchase this phone during the sale. I admit I made a technical mistake that had to be corrected by Visible. However, had they been able to fix the issue in a timely manner then I would have been able to purchase the phone on 6/29/2022. Their inability to address the issue directly impeded my ability to proceed with the purchase as intended. I'd like $100 credited back to my credit card.

  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.
  ****** attempted to place an order for a new device during a sale, but mistakenly placed an order with our Bring your own device (BYOD) program. When this order was cancelled and their account reset to allow them to place a new order, an error occurred that required manual input from our technicians. This caused them to miss out on the sale price. Because of this, we have applied a $100 credit to ******* account to compensate for the inconvenience they experienced. 
  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: 07/13/2022

   
  Complaint: 17531913
  
  I am rejecting this response because I am requesting a $100 credit to my CC instead. I have recently reached out to them regarding this matter (minutes after receiving their response) and did not anticipate a follow up from BBB this soon. 
  
  Sincerely,
  
  ***********************

  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.
  
  As the Visible Executive Relations Team has advised, it is not possible for Visible is issue partial refunds. Visible has provided ****** with $100 in service credits.
  
  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: 07/26/2022

   
  Complaint: 17531913
  
  I am rejecting this response because I do not have use for the credits. They are able to offer a partial refund, they simply elect not to do so. 

  I took every precaution to ensure that I would be able to purchase the phone during their promotion. The process was delayed by a mistake on their end. They should do the right thing and refund $100 to my CC. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/06/2022

  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.

  After several attempts, have been unsuccessful at porting in telephone number ************. The message says 'already registered to an account at Visible' or words to that effect. Well, the old account is closed. Now I wish to port this number ************ and REPLACE ************ on my new Visible service. So, to keep the new account ************************ and bring over the OLD number to the NEW account. Despite many efforts Visible has not helped me. It is not as simple as entering the porting code - there is nowhere to enter it, as the only message that appears is 'registered to an account at Visible' Crazy. In the meantime of course I continue to pay the monthly fees - for nothing.Specifically - I need 1. The new account (it has email address ************************ note FOUR HUNDRED) 2. The phone number ************ PORTED to that new account 3. ************ DELETED from the new account. 4. New SIM card sent out for the ************ but for the new account ************************

  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.
  
  
  Will placed an order for the A3 Prime device via our ******************** website on 3/23/2022, and requested a new phone number for their account. On 3/30/2022, their Visible service activated, and on 5/30/2022 their account lapsed due to non-payment. Their account is not closed, and there are no monthly fee's being processed to their method of payment. On 6/17/2022, Will contacted Visible Care via chat with a payment issue within our Visible website. They were advised to attempt to process their service payment via the Visible app instead. On 6/23/2022, they contacted Visible Care once more with the same payment issue, and were advised again to attempt to process their service payment via the Visible app in which they declined to do so. On 6/27/2022, they contacted our Visible Social Team, and provided a screenshot of their error with completing a payment via our Visible website. The case escalated to Visible Support, and it was confirmed in order to investigate their payment issue they would need to attempt to make a payment via our Visible App with a screenshot of the error presented there, as well. Completing the necessary troubleshooting steps for any app/web error are warranted in order to find the root cause of our members issue, and provide a resolution. Will contacted Visible Care on 7/6/2022 requesting the cancellation of their account, and the transfer (port-in) of their phone number on another Visible account. Visible Care advised Will that we are unable to port a phone number from one account to the other, and set the proper expectations with them. Will declined.
  
  
  The Visible Executive Relations Team (ERT) reached out to Will on 7/8/2022 after receiving this BBB complaint, and again on 7/10/2022. Will has not responded to ERT outreach to date. With this being said, the request to port-in their phone number from one Visible account to another Visible account is not an option. Visible already owns the phone number and it resides with Visible, therefore the phone number can not transfer into our network from our network. They will need to resume service on their Lapsed account by signing into their account via the Visible app in order to process a service payment. This will allow them to regain access to their phone number, and service. Due to regulatory purposes, their account will be terminated after 60 days , and then archived after another 60 days. 120 days in total. They will no longer be able to log in to their account at that time, their phone number will be released, and Visible will be unable to provide a resolution for their issue. Visible Care is available to further assist Will via chat or our ************ outlets.
  
  
  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:07/05/2022

  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 switched to Visible when they were offering $200 for bring your own device or buy any phone from them. My factory unlocked phone I already had was deemed incompatible by them so I had to purchase a new device. I had read online how to turn off 5G on phones, but you could not do that on this particular phone, and I do not wish to use 5G for health reasons. I had to return the phone and immediately bought another one of slightly more value they are using this as an excuse to deny me the gift card. This seems like extreme underhandedness from them. The device I purchased and kept was also eligible for the original $200 gift card offer.

  Business Response

  Date: 07/08/2022

  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 (ERT) conducted an investigation and confirmed the member activated on February 3rd, by purchasing a new device from our ******************** website. With the purchase of their new device, they also transferred their phone number from another carrier to our Visible family. The originally ordered device was returned before the 14-day return requirement. The return of the original order automatically voided out the promotion. On February 18th, more than 14 days from the original order, **** purchased another device from our ******************** website. On May 3rd, **** purchased an additional device from our ******************** website, and changed their phone number to a new phone number provided by Visible on May 26th.
  
  With this being said, the $200 Gift Card promotion was voided due to the initial device return. The promotion can not be added to the account, and no longer qualifies due to the return of the device with the promotions attached along with no port-in attached to their account.
  
  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: 07/08/2022

   
  Complaint: 17522891
  
  I am rejecting this response because:
  the only reason the phone was purchased after more than ******************************************************************************* to order a new device until you had received the other one back via slow ground shipping. I was without phone service for a week which was massively inconvenient and shouldn't have been necessary when I was doing a return and buying another device rather than an exchange. There was a port in at the beginning. No new sim card kits were sent with subsequent phone purchases, so further port ins would have been impossible.
  Sincerely,
  
  *************************

  Business Response

  Date: 07/13/2022

  Dear BBB:
  
  Thank you for referring the rebuttal of ************************* to Visible for review. We appreciate this matter being brought to our attention.
  
  
  **** purchased an additional device from our ******************** website, and changed their phone number to a new phone number provided by Visible on May 26th from their initial ported one. Visible does not participate in device exchanges. When a new device is shipped out to our members after an initial device order is placed, a new Subscriber Identity Module (SIM) will not ship with the new device as the member already has the initial SIM with the initial order. With this being said, receiving a new SIM card or new device will not hinder our members from requesting to port-in their phone number from another carrier to our Visible family. This can be done at anytime via a Visible Care Chat Agent.
  
  
  The $200 Gift Card promotion was voided due to the initial device return. The promotion can not be added to the account, and no longer qualifies due to the return of the device with the promotions attached along with no number transfer (port-in) attached to their account. **** chose to change their ported in phone number to a new one. The addition of any promotions is denied. This decision is final, and falls within the guidelines of Visible's T's & C's.
  
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that [Member Name] 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: 07/19/2022

   
  Complaint: 17522891
  
  I am rejecting this response because:
  I had to return the device because the 5G could not be turned off. I had seen instructions on the Internet on how to turn it off, but it was not possible on this particular device e with this carrier, so a return was necessary. I have a diagnosis code of overxposure to electromagnetic fields by a doctor and I do not want to use 5G as it may worsen my condition. Visible is using my health issue as an excuse to s**** me out of the promotion for switching. They were also offering the same promotion for bringing your own device, but they said my FACTORY UNLOCKED phone was not compatible, so I had to buy a new phone. Then they used my necessary return as an excuse to cheat me out of the promotion. I would not have switched had I known I would not be receiving a promotion nearly equal to the purchase price of the phone.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/02/2022

  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.

  We port our 2 numbers over 7 months ago. Visible keep charging us every month and nothing stoping it. Not complains to Visible or to the CC company. We want them to stop charging us!!! refund the money!!! and reimbursed us for the time that we spent on the issue!!!

  Business Response

  Date: 07/11/2022

  Dear BBB:
  
  
  Thank you for referring the complaint of ************************* to Visible for review. We appreciate this matter being brought to our attention.
  
  
  Assaf created an account 11/2/2021, and placed an order for an Embedded Subscriber Identity Module (eSIM) for Visible service on their personal device that same day. They also activated their device for eSIM within the Visible app that same day. Their account has remained active with autopay enabled. The last service payment completed on their account was 7/1/2022.
  
  
  The Visible Executive Relations Team (ERT) reached out to Assaf on 7/2/2022 after receiving this BBB complaint. On 7/4/2022, Assaf provided information regarding 2 other accounts they previously had with Visible service. ERT confirmed the accounts in question were no longer active or found within our system, and no charges occurred within either account. Due to regulatory purposes, members accounts will be terminated after 60 days, and then archived after another 60 days of no activity which is 120 days in total. After 120 days, the account is no longer available within the Visible system nor is able to be charged for services on the account. ERT advised Assaf that the only account with charges incurred for Visible service was the account they activated on 11/2/2021. Their service was Terminated, and ERT reached out to our finance department to confirm the multiple chargebacks/disputes found within billing on their account. It was confirmed that the dispute placed on their last service payment was still open. With this being said, Visible is unable to issue any service refund due to the chargeback placed on their end with their financial institution, and no service refunds are warranted for an account that remained active with autopay enabled for service. Assaf will need to contact their financial institution for further assistance.
  
  
  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: 07/12/2022

   
  Complaint: 17514429
  
  I am rejecting this response because: *********** refused to find the accounts that I have. They say that when the numbers were ported (transferred) to AT&T the account closed and I can not get service! Numerous phone calls and they keep charging me every month almost for a year! I have realized that they will never stop charging me even though they know I am not a customer. I am not talking about receiving a refund for the money that they stole from me and I am definitely going to consult a lawyer. I am going to cancel my credit card as I realize that this is an official fraud. The numbers have been ported almost a year ago and the accounts were closed. I can't get service to stop the charge. This is a F R A U D . 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/29/2022

  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 use Visible for cellular service. It was great at first and now is very degraded. Ive just run a speed test on two of their devices and both came in at under a **** This has been happening for over a year. They will not contact ******* to fix the issue although they use their network. Please help!

  Business Response

  Date: 07/01/2022

  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 June 28, 2022 needing assistance with a slow data issue. The Care agent requested the data speeds and determined this issue warranted a network update completed on the back end. This process did not resolve the issue which warranted **** to chat back in for further assistance. On June 29, 2022 information was gathered from **** for a network investigation. They were provided a ***** hour resolution timeline. The Visible Executive Relations Team became aware of the issue on June 30, 2022 and we continued the network investigation with our internal teams and it was discovered **** was in a poor coverage area which was affected by network congestion. 
  
  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.
  
  
  ************** 

• Initial Complaint

  Date:06/29/2022

  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 a iphone from Visible. ***** shows delivered but I never received it . Now Visible customer ********************** is hard to get . they are asking me to file police complaint. why should i do that . they should simply refund my money.

  Customer Answer

  Date: 07/01/2022

  this issue is resolved. Kindly close this . 
  
  thanks a lot 
  

  
  

• Initial Complaint

  Date:06/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When i signed up with Visible Mobile service (which owned by ********* I'm eligible and got a $150 mastercard prepaid gift card. I tried to redeem the card value ($150) 2 weeks ago and was told that it's already expired. This card was issued in July 2021 and I was told it has already expired by Jan 2022, only 6 months of validation date.I had contacted the mastercard prepaid gift card issuer (which is Blackhawk) to reissue the card, they said they couldn't help me, I had to contact Visible. I raised a case (********) with Visible so they could help me to reissue a new gift card. They said they couldn't reissue the gift card.I would like to get a new card so I can redeem the $150 that i'm eligible for. Thanks.Here is the mastercard redemption details:Prepaid Mastercard Virtual Account Redeem with code: 5KCJ8CN7RJ

  Business Response

  Date: 06/23/2022

  *Please see attached*

  Business Response

  Date: 07/02/2022

  "Dear BBB:
  
  Thank you for referring the complaint of **** Huat Yeap to Visible for review. We appreciate this matter being brought to our attention.
  
  Visible provided **** Huat Yeap with the redemption code for their $150 Choose Your Own Gift Card Promotion the evening of July 1st.
  
  Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that **** Huat Yeap 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: 07/05/2022

   
  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,
  
  **** Huat Yeap

• Initial Complaint

  Date:06/28/2022

  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.

  Started service on June 12th with visible as they advertise ******* coverage map. My cell service with ******* covered excellent in my home county and I didn't expect anything different with visible. Unfortunately after activating visible, i had NO coverage in my home county unless I traveled outside of the county or connected to wifi. I opened a ticket with visible to fix this and was escalated to their engineering department. The reply was that visible does not work on LRA towers so my only option was wifi. Their advertisement of coverage using *******s map is fraudulent as there are many rural areas in the US that operate on LRA towers. I ported my cell number back to ******* but now can't use my iPhone $1200) because visible locks devices bought from them for 60 days, even though i have a new sim card from *******. I opened another ticket with visible and the rep told me his hands were tied that there is no criteria that allows him to unlock it even though I had NO available service thru them. I asked if he could escalate this to someone that could and he said that wasn't possible. It is unacceptable and fraudulent to claim the nationwide coverage they do, but not be able to provide. The phone number this applies to is ************.

  Business Response

  Date: 06/30/2022

  Dear BBB:
  
  Thank you for referring the complaint of ************************* to Visible for review. We appreciate this matter being brought to our attention.
  
  Visible, as a wholly-owned subsidiary of ******** has implemented a 60 day unlocking policy that is consistent with the locking waiver granted to ******* by the **** This unlocking policy was implemented to limit fraudulent device purchases. 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 a customer will be able to use it on another carriers compatible network. Visible's policy was disclosed at the time of device purchase and elsewhere on Visible's website. Visible is serving a legitimate interest in fraud prevention by uniformly and consistently applying this policy, and allowing exceptions other than for military personnel deployed overseas would eliminate the fraud prevention benefits derived from the unlocking policy.
  
  The Visible Executive Relations Team provided ****** with a return label for their device purchase, at their request. Visible will issue a full refund for the purchase once the device has been received and the return has been processed.
  
  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: 06/30/2022

   
  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.As an aside, I think Visible needs to change their coverage map to not include LRA towers. If I had known that, I never would have purchased in the first place since it would have shown NO coverage in the entire county where I live!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am Visible customer for approx. 1.5 year. On 6/15/22, I started the transition from physical SIM to eSIM in the Visible network. On several occasions earlier that month I saw notifications in the Visible app that eSIM is now available to me. The transition failed, which prompted me to contact the Visible support. They reached back claiming the issue was resolved. Afterwards I was able to move one step forward in the eSIM transition, but another error occurred. I contacted the Visible service team again to seek resolution, but did not hear from them for more than a week. In addition my service stopped working completely, no internet connection, no phonecalls possible. I contacted them again through ******** messenger channel, where I was informed that my account is permanently on hold without any explanation what is the reason, or how to deal with this (see messenger screenshot). That is pretty rude to leave the customer without any clue what is happening to the account, essentially refuse to communicate, in the situation that the service is not working completely. I approached them through app chat to learn that I can no longer be the Visible customer, without any explanation what caused that or why, without being offered opportunity even to solve whatever the problem is. Later they claimed it is some kind of misunderstanding and promised follow up within 4 hrs, obviously nothing happened (see screen shots of the chat). I am now without phone service, so would expect my case to be prioritized to some extent, but it doesnt seem happening. To be clear my **** was always paid with auto-payment and without delay. Id like ******************** to solve whatever the issue is, and transition me to eSIM. If I cant get the eSIM, at least put my account in the working order again. Finally, if they do not want me to be their customer (sic!), offer explanation and opportunity to port out the number to a different carrier. My case number with them is #********, and #********.

  Business Response

  Date: 06/29/2022

  *******
  
  BBB response:
  
  Dear BBB:
  
  Thank you for referring the complaint of ********************************* to Visible for review. We appreciate this matter being brought to our attention.
  
  ********** chatted in for assistance with switching their account from a physical SIM card, or pSIM, to an embedded sim, or eSIM, on 6/15/22. The issue they were initially experiencing was caused by a status relating to their phone number, which was corrected. Upon the correction of this issue, when ********** attempted to switch to eSIM, a known error within our system that causes the order to not complete correctly presented itself. This is an issue that Visible is aware of and working to resolve. When the *** was made aware of ************ issue on 6/28, we worked with them and our technicians to clear the issue from their account, and they confirmed to us on the afternoon of 6/29 that the issue had been resolved and they were successfully able to make the switch. 
  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