Hi Visible team,
I recently upgraded from the Visible base plan to the Visible+ Pro annual plan specifically to take advantage of the iPhone 14 Plus promo. I followed all steps as instructed by a Visible support agent, including upgrading to the annual plan and activating it immediately when asked.
I successfully placed the order using the SWEETDEAL promo code. The charge went through and I received confirmation. However, the next day the order was removed from my account and the payment refunded. I was then told my account was flagged for fraud.
I want to be clear—I am not a reseller, nor have I misused this promotion. The only change I made was updating my shipping address to include the Unit number, which was missing in my previous address on file. That’s the only edit I made before placing the order. I see my credit card was charged for annual plan without any issue and the device .
I understand the system flagged my order, but I want to reiterate that I followed every step of your promotion, upgraded my plan as instructed, and used my actual residential address. I updated the billing and shipping info to reflect my current address, which may have triggered the system.
I’ve now been informed that I’m not eligible to purchase the device from Visible stating-
"We're reaching out regarding the issue you have been experiencing while trying to place a new device order. We are following up to let you know that we have reviewed the account and it is determined that you will not be able to buy a device from Visible at this time for behavior that goes against our terms and conditions."
What exactly did i do that was against terms and conditions and no clarity was provided in the mail. I don't know the exact reason on why my account has now been blocked to place the order again. As a customer and a ML engineer myself, I completely understand the need for fraud checks, but systems also need human review to avoid punishing legitimate customers. I would really appreciate if someone could review my case again with this context in mind.
I'm sharing this not out of frustration but in hopes that someone from your team sees the importance of addressing these gaps in customer experience. I’m not seeking to blame—just to be treated fairly. Please let me know if there’s any way my account eligibility can be restored.
I'm open to resolution and still want to believe in your service.
Thank you for listening,
