It is all my fault... I signed up a few months ago with the one year plan for $275.00 and all is good. The port out and port in went reasonably well - not for the faint of heart but it worked. A couple of months later the opportunity to add my wife's phone arrived. The Pixel 6a is on on the 'good phone' list but the IMEI was checked just to make sure - and it failed. Bummer. We wound up going over to US Mobile for her phone and that was hours of fun as the phone was locked and working with Xfinity was an adventure. In the end, phone unlocked, correct QR code used (if you get two, use only the latest lest you spend time doing things that take up more time) and all started working. Hmm, two phones two different accounts? Goofy.
Headed over to Visible.com and ported out and ported in to US Mobile. Ahh, happy family. Wait, I still had about 10 months on the Visible plan. After extensive chat boxing, the conclusion is, "the agreement is this: no refunds in this case." This case meaning the phone was activated before being ported. The loss at this point is around $225. The chat agent finally says to try the Facebook support (the X link did not work). That was tried and it too led to a long discussion that led to the same conclusion of 'the account is closed so there is nothing more we can do.'
In a last-ditch attempt to get some traction on the rapidly receding funds, I tried to be clever and work out this angle from this text:
"Cancellation - We’ll do our best to make sure you don’t want to leave, but if something comes up and you have to go, you can cancel service for any reason at any time. We will miss you, though (and hope you come back). If your account has been activated, we will not issue any refunds for payments you have made. Additionally, if you cancel your Service, you may forfeit credits or lose access to promotions on your account." (link to their terms and conditions are flagged - sorry)
How clever can one be?
1. The Visible service worked, not a unhappy customer.
2. I felt bad I had to leave them (seeing how they said they would miss me).
3. I realized that they want me to come back (they said so).
4. Not toast yet, "you may forfeit credits or...promotions on your account", not paid up accounts!
So I asked, 'can I get back into my account and pick up where I left off?' In so many words: No. Mind you the explanations varied to internal policy to 'very sorry'.
Then there is this:
"Dispute Resolution - We hope we never have any disputes and that we can quickly resolve any issues that come up! Most customer concerns can be taken care of by contacting customer support. Just reach out and we’ll try to help."
That will be the next and probably final journey on this twisted business. "BUT IF YOU WISH TO PRESERVE YOUR RIGHT TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING SUCH DISPUTE, YOU MUST WRITE TO US AT vis arb at vis com
Worth the hassle? If their agreement was clear, 'no refunds, all monies forfeited' this would be so over, but it does not say that. Is your inner lawyer amused?
Can't hurt to try.
P.S., I hit the Post button and got this message, "You used a bad word, vis arb at vis com, in the body of your post. Please clean up the body before posting." Why is visible arb... bad word?
