Telecommunications
Visible Service, LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 1,152 total complaints in the last 3 years.
- 184 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:12/07/2022
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 signed up for Visible service a week ago. Part of the reason i signed up with them was an advertised promotion to received a $250 gift card if a new phone was purchased. The details on the offer said Get a $250 virtual gift card when you switch to Visible. The Disclosure statement said 'New Members who (1) purchase a qualifying device or bring their own' followed by information to transfer their existing phone number from an eligible carrier within 30 days, activate their Visible service and complete 3 full months of service payments.I did all of that and called about the gift card because I wanted to buy a new phone. The customer ********************** rep said that if i didn't buy a new phone at initial sign up, i wasn't eligible for the gift card. No matter how many times I referenced the offer, I was declined to be provided that and continuously told that you had to buy the new phone at sign up. I had a supervisor *** call me back and was very argumentative and refused to provide me with what was offered and she hung up on me. I will attach the initial offer here as I went in the site this morning and they have changed what was written. All i want is the gift card to be provided as advertised.Business Response
Date: 12/13/2022
Response attahcedCustomer Answer
Date: 12/13/2022
Complaint: 18536481
I am rejecting this response because:As you can see from the attachment above, the offer for the gift card did NOT state that you could only purchase a new phone at the time of signing up with Visible. It clearly states bring your own phone OR purchase a new one.
I also know that the offer was for a 5 year lock on the rate of $30. not three months.
Thank you
Sincerely,
*****************************Business Response
Date: 01/03/2023
As advised on December 5, 2022 by the chat agent the the member does not qualify for the gift card as they are for new members who purchase a new device. ******************** is not honoring any promotion for a discount off the members bill for 5 years. The member does not qualify for either promotion. Visible has thoroughly investigated the issue and no further action will be providedCustomer Answer
Date: 01/11/2023
Complaint: 18536481
I am rejecting this response because:ythe screenshot I provided several times clearly states that you could bring your own phone or purchase a new one. I brought my own phone. Your website offer needs to be honored as wrotten
Sincerely,
*****************************Business Response
Date: 01/20/2023
When activating services, the member is required to apply the promotion to the cart and it will automatically apply to the account. As mentioned, no promotional offers were applied to the account and at the time of activation the only promotion offered was for the $15.00 off of the monthly bill for 3 months, which was discussed with the member via the chat agent. Visible cannot honor the promotional gift card and has thoroughly investigated the issue and no further action will be provided.Initial Complaint
Date:12/07/2022
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 switched to Visible and less than a month later I purchased a new device through ********************. Underneath the phone I was purchasing it stated $200.00 virtual gift card as long as purchasing new device within 30 days of becoming a new visible customer. I started ********************** on July 30, 2022 and purchased the new phone Aug 21, 2022. The promotion states upon starting new service or within 30 days of switching service. I had not received the gift card so I reached out to the live agent and they stated I do NOT qualify for the promotion because it is only for NEW customers. This promotion is false. The live agent told me the only way to submit a formal complaint with Visible was to comment on one of their forums and someone would get back to me. I found out later this is also untrue. The company has not tried to resolve this issue. I would like the $200.00 gift card I was promised.Business Response
Date: 12/09/2022
Response AttachedCustomer Answer
Date: 12/09/2022
Complaint: 18536327
I am rejecting this response because: the promotion stated that a new phone purchased WITHIN 30 days of switching service to Visible would qualify for the gift card. I was a new customer and purchased the new phone within 30 days. This is false advertising. I qualify for the gift card.
Sincerely,
*****************************Initial Complaint
Date:12/07/2022
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.
Account #************ Started to use my phone 10/4/22. It' still sim locked as of 12/6/22. Per Visible's unlock policy "Smartphones that you purchase from Visible will be locked for 60 days after activation. After ************************************************************************************************************************ purchased fraudulently."The phone should be unlocked already. The ** emailed on 12/3/22 saying will get a solution in 2 days. Then sent a same email on 12/6/22 saying still need another 2 days. I replied in email but they don't take any email response and the only way I can do is to start a new chat with the agent and then repeat everything again. Please provide a more realistic date that can fix this issue.Policy states automatically unlocked, why manually interrupt? I need the phone unlocked so I can transfer my work number to it. Otherwise this is not a fully functional device to me.Business Response
Date: 12/07/2022
Response attachedInitial Complaint
Date:12/06/2022
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.
My account was due, I went to pay it and could not access the app, any browser from any computer. I started a chat with the company and for THEIR system having an issue with me logging on, they told me to delete my esim, which caused loss of service, said I would need to be able to access my account to redownload but I messaged because it wont let me in! It says Sorry something went wrong, chat with us and it was happening on computers as well. Due to this, I have been without service for 24 hours, they emailed me and said it will take **** hours and it has been that. My job REQUIRES A PHONE, I am about to have to PURCHASE a new phone plan JUST to do my job. I need my phone number and Im about ready to just get out of this awful company! CASE #********.Business Response
Date: 12/07/2022
Response AttachedCustomer Answer
Date: 12/07/2022
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:12/05/2022
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.
From December 4 to 5 2022 I have been trying to purchase a new phone from Visible. The website will not process my payment, even after clearing it from my banks, trying multiple cards, and contacting support. They refuse to sell the phone at the price they advertise and will not give me a reason why. The support agent simply say "sadly we will not be able to sell it to you" which is unacceptable, they have to honour the price they posted right now. After googling, its clear that other people have the same problem as me and visible refuses to sell phones to certain clients, not really sure why.Business Response
Date: 12/06/2022
Response AttachedInitial Complaint
Date:12/05/2022
Type:Billing 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.
No phone service, No way to contact them to cancel account or to get resolution of problems. Waited on "chat" for 2 hours with no contact.When I try to make a call I get the message "the number you have dialed has calling restrictions that have prevented the completion of your call", announcement 19.I cannot receive calls either, "the wireless caller you are trying to reach is not available, announcement 902"I would like to cancel Account before I get charged $45.00 for another month of service.Business Response
Date: 12/05/2022
Response AttachedCustomer Answer
Date: 12/06/2022
Complaint: 18468806
I am rejecting this response because:
I expect a full refund of $45. I have begun the process of a fraud claim at *********** They have reversed the charges and are investigating the matter. I officially cancelled my service with Visible on November 29th by visiting a ******* store and transferring service to them. I had to do it this way as I had no way of contacting visible through their advertised means of contact. I was charged $45 on Nov 30th, I refute this charge. I attempted to contact Visible directly by multiple means to no avail on November 26th to cancel service. Billing is charged monthly in advance, I am no longer a client I should not be charged an advance monthly fee.Thanks for your time and effort,
*********************
************
********************
Business Response
Date: 12/14/2022
Due to the member disputing the charge with their credit card payment (chargeback) Visible is unable to offer a refund. Visible has thoroughly investigated the issue and no further action or refund will be provided.Customer Answer
Date: 01/04/2023
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:12/05/2022
Type:Billing 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.
Company that I have the issue with: Visible Wireless / ******* owned Wireless provider Original account email: ******************* Current account email: ******************* Original Issue: When attempting to place an order for service, I was presented with an error message of "We are unable to verify this address". Visible support told me to use an Address other than mine to complete the order. I did not want some stranger / address that did not belong to me on my account or to have the *** card for service shipped to somewhere other than my home. Visible support suggested that I order a Visible *** card from Amazon and I verified that I could still get the $5 monthly discount. They / Visible had a support case opened on this issue #******** but I am unsure how much was documented in it.Current Issue: I need the $5 per month discount applied to my account and for my service address to be changed to my correct address. Visible support had me troubleshoot the issue on my end but then tells me they are unable to provide the discount as I did not sign up for service using the landing page. But I was originally told by another agent that I could get the discount.All I am asking is to have my billing adjusted with the discount.Business Response
Date: 12/13/2022
Response AttachedCustomer Answer
Date: 12/13/2022
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.Note: I will check next month to verify that the discount is applied.
Sincerely,
*****************************Initial Complaint
Date:12/05/2022
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 bought a new iphone 14 pro from visible during black friday(11/27) weekends. They have a deal if you transfer your phone number into visible, they will give you a $300 gift card. So I received my iphone on 11/29, worked with the customer ********************** on chat to port out my phone and transfer to visible, once they said transfer is ready and asked to activate my esim, I got locked out completely, could not use my new iphone at all since then. It is saying SIM not supported, I have been chatting with the customer ********************** everyday for hours because I do not have a phone number and internet to use, contacted Apple store and my old carrier ******** they told me the only way is for Visble to setup my esim again, Visible has been telling me they are fixing it and no ETA for the fix. It has been 7 days without a phone number and I could not work on my double authentication with my phone number and do not have internet to use, I cant go out without internet and cant access my account without my phone number. Please help me to fix the issue case number ******** and credit me the days that I could not use my phone number since I am been paying for nothing.Business Response
Date: 12/08/2022
Response attachedInitial Complaint
Date:12/05/2022
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 signed up for Visible mobile service yesterday after seeing $15 off for the first 3 months of service. I was doing the online chat with their employee who acknowledged that it was indeed on their website. He stated the promotion had ended on 11/29/22. However, they are still running the advertisement on their website. I asked for his supervisor to call me and he kept giving me the run around and would not allow me to speak to one. He then stated they would call me in 35 minutes but they never once called me. I have screen shot proof of our conversation as well as the advertisement on their website. Their employee also acknowledged that the promotion was indeed online. This is false advertisement on their part and poor customer ********************** that should have been resolved. I waited almost an hour to do an online chat and another hour and half for a call back.Business Response
Date: 12/06/2022
Response AttachedInitial Complaint
Date:12/04/2022
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.
Did not receive the code for apple airpod 3. The code is out of stock per chat agent. He can just offer a Gift card for $150. But the Airpod 3 is 169+tax on apple.com. I am requesting a gift card for $180 or email the code asap.The phone did not unlock automatically after 60-day use. CS told me someone will contact me in hours but no one reached out to me Visible account#************Business Response
Date: 12/05/2022
Response attahcedCustomer Answer
Date: 12/05/2022
Complaint: 18522415
I am rejecting this response because: the phone is still locked
Sincerely,
*****************Business Response
Date: 12/09/2022
Please attach a screenshot showing that your device is still locked. As an email was sent on December 7, 2022 advising that the device is unlocked.
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