Visible says my SIM was never on their network

[bentn1996]

I purchased an iPhone 13 back in November (2022) for my daughter (from Visible) and it was on the Visible network until March 9th. I am switching back over to Verizon and Visible is refusing to unlock the phone that was on their network for over 60 days because they’re saying that this phone was never on the Visible network to begin with.

the Sim came in the phone when it was delivered so I’m not sure how it never registered into their system (given that it has been used for almost 4 months 🙂 

I have been fighting with Visible for 3 days to get this fixed but I am wearing down. Is there any way to win this fight? I have opened a BBB case to see if they will respond to that but Visible has a B- rating so that seems to be hit or miss too.

[Anonymous]

If the phone was purchased on your account but the SIM was purchased or activated on a different account it might not see the phone as being in service since you didn't use it. I am just guessing but the reason I say this is I saw a similar thread about this not too long ago and it was a similar situation where a phone was bought but used on a different account for over a year and Visible wouldn't unlock it since it was used on the account it was purchased under.