Business Profile
Telecommunications
Visible Service, LLCThis business is NOT BBB Accredited.
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This business has 1 alert
Complaints
Customer Complaints Summary
- 1,379 total complaints in the last 3 years.
- 201 complaints closed in the last 12 months.
If you've experienced an issue
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:12/03/2022
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 doesn't have airpod 3 in stock and was only willing to provide a gift card for $150 though the market price for airpod 3 is 179 plus tax. I asked for $180 gift card but was refused and was told to wait a few more weeks to restock. Visible is now not ******* the promo in the promise timeframe. It's a business fraud. Need to email out the code immediately or offer alternative with same valueBusiness Response
Date: 12/04/2022
Response attachedCustomer Answer
Date: 12/04/2022
Complaint: 18520290
I am rejecting this response because:Actual AirPods 3 is $169 on apple.com and thats without taxes.The alternative GC should be $180
Sincerely,
*************************Initial Complaint
Date:12/02/2022
Type:Billing 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.
Tried Vsble.com a subsidiary of ******* for cell phone service. Learned quickly that it would not work for me. I tried to cancel service and was told that all I needed to do was not pay the next bill. Credit report score deducted 19 points because I did not pay the next bill. I was never told to fill out a cancellation request. When I saw one on line, there is no request form link to cancel service. I want my credit report rectified and no more ********. Have also waited 30 minutes on line to "chat' with a "live person". and still no help with this matter. I want them to fix their website and have better links available. Basically trapped in a loop waiting and waiting with no support. Cannot even report vsble.com to BBB as it is a subsidiary and name cannot be typed into your portal either.Business Response
Date: 12/02/2022
Please see attached.Business Response
Date: 12/08/2022
Response AttachedInitial Complaint
Date:12/02/2022
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.
I purchased an iphone 13 pro from visible mobile on October 24, but because of some discount issues, I decided to return the phone after discussing with visible customer **********************, and ********************** agreed to return it. So I returned the package on October 26th, and visible promised to complete the refund within 14 business days, but until November 23rd, I still haven't received the refund, but visible has received my returned package. I contacted visible's customer ********************** several times, but never gave me a clear solution, always let me wait.Business Response
Date: 12/03/2022
Response attahcedInitial Complaint
Date:12/02/2022
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 Phone service is a prepaid network off of ******** I waited for months to get a Black Friday deal for a new phone. I purchased my new phone through visible and they cancelled my order with no explanation. It is not possible to receive help through their customer ********************** and they refuse to explain or remedy the situation in any way. They refused to tell me what went wrong and now I cant get a phone with any deal.Business Response
Date: 11/30/2022
Please see the attached letter.Business Response
Date: 12/11/2022
Response attachedInitial Complaint
Date:12/02/2022
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.
Complaint: 18461173
I am rejecting this response because:I cannot even view your response I tried to open the file and there's an error which is prohibiting me from viewing it. Let me know if you can put the response in the box instead of attach it in a document.
Regards,
***********************Business Response
Date: 11/29/2022
Please accept this as response to bbbBusiness Response
Date: 12/01/2022
Hello,
Please see the misdirect letter attached.
Customer Answer
Date: 12/02/2022
I signed up for a ******* wireless plan called visible wireless. The charge was $45 for activation. I tried activating my phone with their instructions that they've provided multiple times over the course of the first week but was unsuccessful. Then my job that I was planning on getting fell through so I contacted them about a refund and help with the activation. I contacted them through chat on their app as well as chat through ******** Messenger. After wasting a half hour of my time on each of those they told me there was no refunds allowed for people who have had activated accounts more than 24 hours. They knew this at the beginning of the conversation because I told them. I still have not been able to activate my account successfully so I have not used their service once. I would like a refund as soon as possible. However the payment method that I've used initially is no longer able to be refunded to I don't own that account anymore. Please let me know what I need to do to receive my funds back. Thank you.Business Response
Date: 12/08/2022
Response AttachedInitial Complaint
Date:12/02/2022
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.
I contacted Visible customer support to convert my physical SIM to eSIM on 11/22/2022 morning. They converted to eSIM, immediately data, SMS stopped working. Incoming, outgoing calls worked. Visible customer support team did some troubleshooting steps but it didn't helped to fix the issue. Later they created case number ******** with their internal support team and told me that they will reach within 4 hrs via email. I haven't got any reply. After 4 hrs I reached their customer support and same thing repeated. They created another case with case number ******** and escalated. I reached out to them about 6 times in next 48 hrs but haven't got any solution or any reply from their internal support team. On 11/24/2022 night, they ordered me a physical SIM as they couldn't able to fix the issues with my eSIM. On 11/25/2022, their internal support team emailed me that they see pSIM was ordered, so they closed the case with number ******** as they didn't able to help. I finally got my physical SIM on 11/28/2022. I was without service from 11/24/2022 to 11/28/2022 which caused to miss important calls. I wanted their support team to convert my pSIM to eSIM and fix the issues immediately without service interruption. Also, getting an refund for the service interruption. please help.Business Response
Date: 12/08/2022
Response attachedCustomer Answer
Date: 12/08/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************************Initial Complaint
Date:12/01/2022
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.
I bought this iPhone 14 pro *** because Visible is giving away gift card for new customers that port in their number with Visible. I received my phone and activated it on 11/28. Then the nightmare started. I tried to port in my Ting number. At first, I tried on the app. It couldnt process, so I chatted with a live rep. *** took the info: phone number, account number, and PIN number. Then she said theres a freeze on my account. I called Ting. My account was absolutely active and normal. Ting never received their port out request. So the live rep said they were going to resubmit it and let me wait. On the next day, nothing. I connected to another live rep. *** told me to just wait. I asked her many times have you submitted the request to Ting? *** said yes. I waited for another day, nothing again! I talked to their chat rep again. He said I just needed to wait. I couldnt! So I called Ting. Guess what? They never received a request on this number! The whole thing is a scam. Theres no gift card. Theres no port in. All they want is *** sell you the phone and let you use their service. I need an explanation!Here is the information needed for port in:Phone number: ************ Account number: ********** **************************************Business Response
Date: 12/03/2022
Response attachedInitial Complaint
Date:12/01/2022
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.
After receiving a iPhone 13 Pro from visible on 08/23/2022 I provided to activate and port a number over. The porting took 3 days to complete but the visible sim would freeze halfway through activation. Company issued a esim instead and that finally worked after many reboots. Fast forward past my 60 day unlock period to 11/22/2022 when my service stopped reciving incoming and outgoing calls. Chatted with visible for hours trying to fixed. They issued new esim and tried to reset the account but nothing worked. I had them cancel the account for being unable to provide paid for service. Then I tried to activate under a new carrier but find out that visible did not unlock my phone after the 60days. They are now saying my current activation of 11/22/2022 does not qualify for the unlock. They have ignored the last 90 days of activation and will not unlock my phone. The last contact was on 12/01/2022 with a docent call from a supervisor who made notes of all my issues and stated that it would be fixed. Only to have the specialist team send a email shortly after stating activation started on 11/22/2022 instead of 08/23/2022. Case #********.Business Response
Date: 12/06/2022
Response attachedInitial Complaint
Date:12/01/2022
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.
I started with Visible less than a year and supposed to have unlimited data. I only have two bars on my 4G and get on and off data. I got in contact with ****** from Visible and told her the issue I have. She asked if the phone was up to date and told her yes it was but have an error 410 on September of this year and never got and answer. I waited a few minutes and got disconnected.Business Response
Date: 12/08/2022
Response attachedInitial Complaint
Date:12/01/2022
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.
Since October 14, 2022 I have been trying to get my phone number ported from Total Wireless over to Visible. I have been on hold as well as chatted for over 18 hours at this point and still do not have my phone number. I have been charged already for another month. Each time I contact them I get a runaround and nothing ever is resolved. Total wireless has been contacting me every few days to let me know that they have not gotten anything from Visible so I believe it is on Visible's end. I would go to another company but at this point I am stuck with my phone number in limbo. Although I do have my phone I am unable to use many apps because they require two factor authorization, and the data does not seem to work often when I am out. I have numerous case numbers but the last one is 04349466.I have enclosed some screen shots of a conversations on November 1st.Business Response
Date: 12/09/2022
Response Attached
Visible Service, LLC is NOT a BBB Accredited Business.
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