Some visible customers are now invisible after losing their accounts and phone numbers
Some Visible subscribers see their account abruptly terminated
But imagine the customer’s shock when they got the email within four hours and instead of bringing good news, they said they couldn’t join Visible. So he went to the company’s chat platform to get his account number and PIN in a bid to keep his phone number. But Visible’s second rep told him that “there is no PIN associated with a terminated account” and that if he wants his number, he has to call the FCC.
As a result, during the 20 days he was with Visible, he and his wife lost their 12-year-old phone number.
It appears that most Visible customers whose account was terminated transferred their number in time to receive the $200 gift card as per Visible’s promotion. Some on Reddit came to the conclusion that the accounts were terminated so that Visible wouldn’t have to give those subscribers the gift cards they were promised.
Some Visible subscribers have lost their accounts and phone numbers
Others blamed customers noting that the deal was for new customers only and guessed that those subscribers were trying to get a $200 gift card they weren’t eligible for. We’ll try to get more information from Visible and when we get a response, we’ll update this story.
Of course, Gurman, being a high profile “personality”, managed to get T-Mobile to react faster than he would have John Q. Public. As Gurman wrote, “In response to my questions, T-Mobile will text customers who were mistakenly denied discounts and will automatically process the promotion and ensure they are enrolled.”
The problem with Visible isn’t exactly the same, but it hurts consumers. And remember, Visible is owned by Verizon and has deep pockets. This is not a small carrier looking to save money by skipping a promotion.