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Business Profile

Telecommunications

Visible Service, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 1,084 total complaints in the last 3 years.
  • 182 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/19/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    this company is completely unresponsive. I've been stuck without cell service for days now and they claim to escalate the case but I never get a resolution. I get an email like the below but nothing was fixed. support is utterly useless and I cant make or receive calls. Hi, REMOVED! I am REMOVED, with the Visible Care Team. We are reaching out regarding the eSIM activation issue. Thank you for your patience and understanding while we worked towards a resolution for you. We were able to confirm that the eSIM profile can now be installed from your end. Kindly login to your Visible account using the application, click on Get Started> Pick from where you left off in order to install a new eSIM profile on your device. Please make sure to be connected to a stable WIFI during the process. We are happy to have you as a member of the Visible family, and here for you 24/7! If you need assistance regarding any other issues, tweet @VisibleCare , tap Help in the app, chat in through the website, or send us a message on the Visible REMOVEDpage . If you have anything to add to your current case, make sure you reference [#REMOVED].

    Business Response

    Date: 12/21/2022

    Response Attached

  • Initial Complaint

    Date:12/18/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Ive had Visible service for my iPhone XS since December 2020. On December 12, 2022 I ordered a new iPhone 14 Pro through visible and paid in full for the price of $1170.44. Since I ordered through Visible, the iPhones SIM is locked for 60 days. Upon receiving the iPhone (I received it on December 16), Visible states that switching over to the new eSIM from physical SIM would be SIMple. I followed the steps to do so in the Visible app, but to no avail. I reached out to Visible support for help. I kept getting the message this service is unavailable because eSIM is not supported on your device. This is false. After my chat that went nowhere, I looked on the Visible forum boards for help. Many people had the same issue. I chatted again with a Visible team member through text on the Visible app with absolutely no help. They said they would need to push my issue further up the chain to Visible Care. They said I should expect an email from them shortly. Within hours of trial and error on my end, I was able to transfer an eSIM over to my phone. I thought it was working until I left my home to go to the store. I had bars, but no data (no LTE or 5G). It had only been working through Wi-Fi. I received an email at 3:53 pm on December 17. The email said to contact their social team on REMOVEDor REMOVEDI then reached out via REMOVEDand REMOVED(how can a phone company not have a call center?). I got a response on REMOVEDthe following day that said that theyve escalated my case to the advanced triage team for resolution and that theyd reach out again once it was resolved.Ive gotten nothing since. I pay $25 a month for the Visible Unlimited Service ($40 minus $15 for the party pay discount). This is now day 3 without service on either my old phone or new phone. What am I paying for? And what am I to do with this brand new phone? Id gladly cancel my service with Visible and switch to another carrier, but my eSIM is locked for 60 days.

    Business Response

    Date: 12/20/2022

    Response attached

  • Initial Complaint

    Date:12/18/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    When I transferred to the VISIBLE, I saw the list price $5 for the first month, but I was charged of $10 in the first month. I have uploaded the evidence in the following. I need the VISIBLE to refund to me.

    Business Response

    Date: 12/19/2022

    Response attached

    Customer Answer

    Date: 12/20/2022

     
    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,

    REMOVED

  • Initial Complaint

    Date:12/18/2022

    Type:Product Issues
    Status:
    Answered
    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 signed up for Visible's phone plan ($30/month) and bought a REMOVEDPixel 6a for $488.06 on 9/2/2022. Included with the Pixel 6a was a $200 promotional credit that would be sent to me after 3 months of service/payments. I have paid for the service for 3 months now but have not received a promo code. After multiple hours-long online chat sessions with Visible support, I received this email (case #REMOVED): "This is REMOVEDwith the Visible Care Team reaching in regards to your promo gift card code. We apologize for the inconvenience this has caused you; after reviewing your account and orders, we conclude that we can't honor this promo, because there was no active promo when your phone (Pixel 6a) was purchased. That's why the promo appears voided on your account." I know for a fact that the promo was active when I bought the phone, I even remember verifying this with a support team member because the promo is the only reason I bought such an expensive phone- I could never afford it otherwise. Also, when I logon to my account, there is a section labeled "My Promo Offers" and the $200 promo is listed there, ready to redeem with the proper code. If you do an online search for 'visible not honoring promo code' there are many many people describing my exact or very similar situation. It is not only infuriating to have to waste hours/days of my free time chasing down something that was supposed to be automatically sent to me, but also disappointing, because up until this past week, I ALWAYS recommended visible to my friends and family. I would tell them just how happy i was with the affordable service and how easy it was setting up service/ transferring numbers, etc, etc. I can no longer do that and I feel like a liar for ever doing it before.

    Business Response

    Date: 12/19/2022

    Response attached

Visible Service, LLC is NOT a BBB Accredited Business.

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