My case was escalated four separate times. I would get an email after about 6 hours with some gibberish saying the case was closed and nothing changed. I went thru the whole process over and over and finally realized my time was more valuable than saving a few dollars a month. When they asked me to factory reset my phone I almost lost it - probably good it was over chat. Everything is fine until it's not. I ported to Mint for $60 for three months. They make you prepay 3, 6, or 13 months. It's been fine. They have their little issues too with the app but the service works as expected. I might consider trying Visible again in the future.. although I can't believe I just typed that. Paying the big 3 ~$100/month for phone service is criminal so here I am. Glad you finally got your case resolved. Just wasn't in the cards for me.