Visible abruptly canceled accounts it says violated a promotion

Visible, Verizon’s app-based reasonably priced cellular provider various, seems to have canceled customers’ accounts in lieu of denying them entry to a promotion. This information got here to gentle after a number of Visible customers posted complaints on Twitter and Reddit, claiming their service was canceled with out rationalization, as first reported by Best MVNO (through XDA Developers).

“Visible identified a set of accounts that were established illegitimately and in violation of our promotional terms and conditions,” Visible spokesperson Lindsey Cohen mentioned in an emailed assertion to The Verge. “We terminated those accounts, but have heard from some customers who have asked us to review the decision.”

As Best MVNO factors out, the seemingly random account cancellations might have one thing to do with Visible’s 2FOR22 promotion, which gives two months of service for $22 as a substitute of its typical $40 / month fee. Also included with the promotion is a present card value as much as $200 if you buy a qualifying system and stick with the service for a minimum of three months.

In the promotions’ phrases and circumstances, the corporate states it’s for “new members” however doesn’t specify something about current prospects. Visible’s phrases additionally notice the 2FOR22 deal and $200 present card promotion can solely be utilized as soon as per account and particulars the potential penalties of abusing the provide:

If Visible, in its sole discretion, determines {that a} member has engaged in abuse, misuse, or gaming in reference to this provide, or that the member intends to take action, Visible reserves the suitable to disqualify the member from this promotion.

As outlined in customers’ complaints, some have been new to Visible, and others have been prospects for years — however all of them had their accounts and telephone numbers deactivated. While one user had no luck attempting to revive their account via Visible’s customer support, another customer, who switched from Mint only a few weeks in the past, says they have been in a position to reestablish their account.

It’s nonetheless not precisely clear which promotional phrases prospects might have violated. Perhaps current or returning prospects tried making the most of these offers, and Visible interpreted this as a violation of its insurance policies. Other prospects might have tried making use of for promotions a number of occasions, leading to Visible flagging their accounts.

Either method, Visible may’ve dealt with it higher. Illegitimate or not, Visible activated the accounts and ported the numbers within the first place. Abruptly terminating service — seemingly with out warning — is a drastic measure with important implications for its prospects.

“Our goal is to ensure that we are providing promotions and service to our legitimate members, so we are taking steps to review these escalations, and will restore service if warranted,” Cohen added.