Account wrongfully flagged as fraud – no help from support

[noah38000]

Hey everyone, I wanted to share my experience because I honestly don’t understand what happened.

I bought a Visible SIM at Best Buy and tried to activate it normally. I used my wife’s card for the payment (the card is in her name). Right after that, my account got flagged as fraud automatically.

When I contacted support, the agent literally told me it was an automated system/robot that made the decision — not a real person. And despite that, they refused to have a human review it.

I spent over two hours trying to talk to someone who could help. They refused to escalate my case, refused to let me speak to a supervisor, and kept saying the decision was “final,” even though a robot made it.

I tried explaining everything: same household, same address, my wife’s card, completely normal situation. They didn’t care. No follow-up, no callback, nothing.

So now I’m stuck with a SIM I paid for, a payment that went through, and no service, all because an automated system flagged me without any human verification.

Has anyone else experienced this? Any advice? Because right now, Visible’s handling of this makes zero sense.

[DeanKevin64]

That sounds odd that that would happen. When you buy the card from Best Buy do you have to sign up for an account while you are there or did you do that after you got home? I ask because I started years ago with Visible long before Best Buy handled cards. If they didn't attached the card to an account at Best Buy try creating a different account with another email address and then try to activate the card on that account. Not sure if it will let you try to active again since the card was already the process on your current account.

 First I would file a complaint with the FCC. The other thing would be is to have your wife contact her CC company and explain to them the situation and have them refund the amount since you did not get the service you paid for. They may or may not approve a refund but worth a shot. Not sure if contacting Visible again and asking to be transferred to the executive relation team works these days, heard some have done that to get their issues figured out. 

[noah38000]

Thanks for your reply. I actually signed up after buying the card at Best Buy. The card itself wasn’t linked to any account in-store — I just bought it, went home, and tried activating it through the Visible app like normal.

That’s when everything went wrong. As soon as I paid using my wife’s card, the system instantly flagged my account as fraud. The support agent told me directly that it was an automated robot/system that made that decision, not a human, and they refused to let anyone review it manually.

I tried for over two hours to speak with someone higher or get the case escalated, but they kept saying the decision was “final,” even though no human ever looked at the situation.

Regarding creating a new account: I asked support if I could try again with another email, and they told me the system would automatically block me again because my “ID” is now marked. So they basically locked me out of Visible completely.

I might actually follow your advice about:

• Filing a complaint with the FCC

• Asking my wife to request a chargeback since we paid but received no service

Thanks again for taking the time to help. I appreciate it.

[RyanBlakeIT]

Hi Noah -

The only thing I can think of would be the fact that it's your wife's card.  Are you an authorized user on her card?  While I would assume so, I figured I would ask.  If you aren't, consider getting her to add you.

While I don't work for Visible, I did ask if someone from Visible could look into your issue and follow up with you.  Please keep us posted.

[noah38000]

Thanks you so much !