Business Profile
Telecommunications
Visible Service, LLCThis business is NOT BBB Accredited.
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This business has 1 alert
Complaints
Customer Complaints Summary
- 1,081 total complaints in the last 3 years.
- 181 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/24/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Thank you so much for your attentions! I purchased a phone from Visible.com in Nov and then activate my plan with them in Dec, 2022 within 30 days. I am an active duty service member, and I will have to be deployed in Jan 2023. I requested Visible to suspend my plan for a period of five to six months when I am away and at the same time unlock my device, since I still have to use my phone in a location with other available service providers and networks. Then Visible refuses to provide free suspension service to cover the deployment period and asks me to pay the plan every 60 days to keep the number saying " because you're using prepaid plans, you have to pay it." Well if I prepay it, will I be able to receive the service at the location where I will be deployed? Definitely not. So this is absolutely not fair or making making any senses. And more interesting, they only provide prepaid plans for the customers; there are no post-paid ones. I found this link at their website REMOVEDat the last question, it says they can unlock and suspend my service at my request. And I also consulted them before joining Visible, and their customer REMOVEDtold me it is free for service members. I believe there is a law of section 535a of the service members civil relief act regarding this as well. Well, if I have to pay every 60 days, or 120 days, I can pay, but I will ask for the refund as well, since I receive no service at all in my deployment. Appreciate your understanding and help!Business Response
Date: 01/02/2023
Response attachedCustomer Answer
Date: 01/02/2023
Complaint: 18637070
I am rejecting this response because I don't understand why Visible would call it resolved while awaiting for my response back from the holiday.1. My device hasn't been unlocked yet. I will have to send the email required by Visible from my official account to verify my ID, which I will have to do it on Jan 3 when I will be back to my unit.
2. Please kindly reconsider a full monthly credit to redeem and keep my number, but thanks for the offer though!
Sincerely,
GuomingCustomer Answer
Date: 01/09/2023
The good news is that Visible has just resolved my request by giving me some credits. Thank you so much again for your prompt attention to this matter! Wish you a great new year ahead as well. Appreciated!
Best regards,
GuomingInitial Complaint
Date:12/24/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Since 11/12, I have repeatedly contacted customer REMOVEDvia chat and REMOVED(there is no phone option) to change my mailing address so that I could receive a new SIM card and have a lower bill. Every single time, I go through numerous verification procedures and explain the issue and every single time, I am assured that the issue is being "escalated" and that the next level of customer REMOVEDwill resolve the issue. I then receive an email stating that they know I want to change the address and directing me to chat again. This restarts the entire process of verifying, explaining the issue again, trying various solutions, and the case being escalated. I then receive another email directing me back to chat and start the REMOVEDagain, in an endless loop. Twice I was promised a call back and no one called. This has been going on for weeks and is still not resolved. I have overpaid twice now on my bill since trying to order the new SIM card and spent countless hours using the chat function.Business Response
Date: 12/28/2022
Response AttachedInitial Complaint
Date:12/23/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hi ,I took visible connection in Sep 2022 with promotion for $200 Gift card and Apple Airpods 3 Which i Can get after paying 3 rd. month Bill, but all of sudden My network got disconnected in Oct 2022,I Right away contacted visible Support Up on investigation they told my number got ported out to different network with out my permission I didn't even got any OTP or call regarding this transfer .But soon they realized their issue and informed me to open new account and pay for 2 months then they can add same promo to it .I took new connection on same day as they requested and after paying 2 nd month bill I contacted them regarding my promo and they did discussed with some one and informed I need to pay for 3 rd. month as well inorder to get the promo .Now I payed 3 rd month bill (literally I payed 4 months bill) on new connection up on contacting them now they are saying I am ineligible for promo as my new line doesn't offer that and they are saying I have get my old number which got ported out initially with out my knowledge .They don't have any contact number to contact directly and everything discussed on through chats I have screenshots of the chat where promised that they will honor the promo to my new line. Attached them to complaint. Can someone please take actionBusiness Response
Date: 12/24/2022
Response AttachedInitial Complaint
Date:12/22/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Visible Wireless did not honor their advertised promotion. They promised a $200 gift card and free AirPods 3 with the purchase of a iPhone 14 pro on a new line. After I completed the required three months of payment, they delivered the gift card promotion, but never delivered the AirPods 3 promo invitation in email nor in the app whenever I checked. Since, I ported out due to poor voice quality. Would Visible please honor their promises and send the AirPods 3 as advertised, or a gift card? Thank you.Business Response
Date: 12/23/2022
Response attachedInitial Complaint
Date:12/22/2022
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On or around 11/25/2022 I placed an order for a new phone with Visible.com. By 11/27/2022 I decided I did not want to become a Visible customer and tried to stop the shipment. Their chat rep said it would be easier if I accepted the phone delivery and used a shipping label he emailed to return it. The rep sent me a label for their Assurant warehouse in error rather then their return center. I was refunded $190 of my $379.54 charge. After several contacts with their online customer REMOVED, they acknowledge the return of the new phone (confirmed delivery with my REMOVEDtracking on 12/3 and Visible website tracking on 12/6). Their online reps said that since they cannot place outbound calls, I would need to call their Assurant warehouse, have them ship the phone to me again, and then reship it back to them. I am not paid to handle their internal logistic problems. I did exactly as instructed to get a refund. Accept delivery rather than refuse it, use the shipping label they provided, and ship the unopened box to them. They cannot or will not contact their own vendor warehouse. All errors were theirs but they are withholding 50% of my refund. This was done under my wife's Visible account (no phones or services with Visible). REMOVEDBusiness Response
Date: 12/28/2022
Response attachedCustomer Answer
Date: 12/31/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. Twenty-seven days after Visible received the phone returned unopened (per carrier tracking), they credited my card.
Sincerely,
REMOVEDInitial Complaint
Date:12/22/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Visible offered a promotion on 10-3-2022 that would provide a $200 gift card and Apple Airpods 3 if I purchasea new Apple iPhone 14 Pro REMOVEDactivate the phone and pay for 3 months of service, and port in my phone number from an eligible carrier.Summary:- I ported in my phone number, signed up for Visible wireless service, and purchased a brand new expensive iPhone 14 Pro REMOVEDafter being promised Apple AirPods 3 and a $200 gift card for doing so after activating my new iPhone and paying Visibile 3 months of service.- Visibile honored some of the promotion (i.e. the $200 gift card) but retroactively removed the AirPods3 redemption from my account and refuses to honor the promotion by sending me the Apple Airpods 3.- I have tried everything in good faith to resolve this issue with Visible and receivemy Apple Airpods 3. I have contacted them via their online support channels and through social media (as they requested). They still refuse to honor the terms and conditions of the promotion and send me my Apple Airpods 3.- I have well documented proof of the terms and conditions of the promotion along my eligibility. These included screenshots, chat transcripts, and pdf printouts from billing statementsBusiness Response
Date: 12/23/2022
Response attachedInitial Complaint
Date:12/22/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order a phone for $235 mid-November. It was never delivered. REMOVEDsaid they returned it to sender but would not provide a reason. Visible wireless has never provided a refund or new phoneBusiness Response
Date: 12/23/2022
Response attachedInitial Complaint
Date:12/22/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a visible customer since approximately 2020 or 2021. I've always had spotty service meaning lack of data,call drops, and sometimes no service at all but I sucked it up because the issue wasn't daily and I had affordable service and it worked in rural areas. On Monday 12/19/2022 I had no service at all. I contacted Visible customer support via my phone which was connected to wifi because their website was down. I received no resolution to not having cell service and requested a call that came today. I was advised by a Supervisor that my phone isn't compatible with VISIBLE even though I used their websites REMOVEDchecker prior to becoming a customer. I asked why I wasn't notified of this during my previous interactions with VISIBLE customer support and the Supervisor offered an apology. I asked when did my phone become not compatible and I was told that now VISIBLE has better imei checking service via the website and that updates may have caused my phone to no longer be compatible. I asked why I wasn't notified during my most recent customer support encounter and again the Supervisor apologized. I asked why no contact was given with updated user information and I was given an apology again. I feel like this is really a Bait and switch situation. I am enrolled in auto pay and monthly I get an email confirming my payment, but NOT ONE TIME was I notified my cell phone is no longer eligible for VISIBLES service. I asked the Supervisor for a resolution to the situation and I was told to get another phone. I asked what the company was doing because of the misinformation it provided..I asked why I am being penalized for an issue that VISIBLE created and I was given an apology. I did my due diligence as a consumer and I checked the REMOVEDCHECKER on VISIBLES website prior to activation and was advised it was eligible. I even completed a chat with REMOVEDsupport prior to activation of this device. Now I'm told any day my service may no longer work. This is horrible.Business Response
Date: 12/23/2022
Response attachedInitial Complaint
Date:12/22/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint regarding case REMOVED. Purchased Visible iPhone 14 Plus with $300 + Beats promo three months back and ported in from Boost immediately once phone is arrived. Made the third payments on 12/12 but never received the promos. Been on with more than 6 agents so far and countless hours after, nothing. All their responses are your promo is approved and expect this issue to be resolved in the next few hours. Nothing happens afterward. The only real communication I received from support via email was an email seemly intended sent to their support team for help and asking to generate the code. Not sure how this email got sent to me.Additionally, checking the case status in Visible support bot, looks like this case is stuck on "On Hold/Awaiting Follow Up" for quite a few days now.Business Response
Date: 12/23/2022
Response attachedCustomer Answer
Date: 12/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVEDInitial Complaint
Date:12/21/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
December 21, 2022 I made the biggest mistake to transfer my service from REMOVEDto Visible. I have no phone, no texting, no calls. Nothing. I am getting nowhere with them. I cannot log into the account. I cannot transfer my services back to REMOVEDat this point. Nothing. DO NOT TRANSFER YOUR SERVICES. You will regret it!Business Response
Date: 12/23/2022
Response Attached
Visible Service, LLC is NOT a BBB Accredited Business.
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