I tried to do the swap phone plan got all the way to check out. Had to get a hold of help chat multiple times. The third time i took pictures of the person attempting to "help" me. Said I should get a refund because he said that he cancelled the order in a 24 hr time period. I did not. The order was not cancelled and now my account can't contact help. So now I am here calling out for someone to at least let me send in my phone and give me a refund on the phone i swapped for.
I would recommend you continue to contact visible either through their chat or through a direct message through Facebook messenger. This forum is mostly visible customers helping out other visible customers, so we won’t be of much help in your situation. I hope you can get it sorted soon.