Business Profile
Telecommunications
Visible Service, LLCThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Telecommunications.
This business has 1 alert
Complaints
Customer Complaints Summary
- 1,152 total complaints in the last 3 years.
- 184 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:12/04/2022
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.
Purchased a phone and plan with Visible, the purchasing process was confusing and I thought I would be prompted for a shopping address instead it used my billing address. Since you are required to sign, I immediately messaged and asked for the phone to be sent to my work address, the agent assisted and told me to confirm with *****. Called ***** and they sent me back to visible which the agent then said I would babe a phone the next day and he took care of it. Later in the evening, I received a notice from visible specialtythat they were blacklisting the device for incorrect address. I tried seeking clarity and was made to feel that this was SOP. I received the phone at my home address where it was left in my doorway while I was at work no signature. I activated the phone and used it for about 36 hours. Now it's not activated anymore and I can't connect to the network it says sos it will not let me use the app to reactivate as it says error reach out to us, when you do that they say it can take up to 48 hours for a response as the chat repa can't help even though the email says that they can not. Additionally, they don't call you back when you make the formal request in the application. Poor customer **********************, inadequate training and a lack of responsibility for their customers. I am very upset they would say I said it was stolen and ask for a police report when I never stated that. Ever.Business Response
Date: 12/06/2022
Response AttachedInitial Complaint
Date:12/04/2022
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.
Bought a phone that I received on Nov 15th started service that day and had issues calling specific numbers. Reached out to customer ********************** to resolve the issue and they asked me to return the phone I could not afford to be without a cell phone at the time, when I was prepared to be without a phone it was November 26th. When I contacted customer ********************** they said I was past the 14 day return ***** they said phone was shipped on Nov 12th I dont see how they could hold me liable for the 3 days it was in transit. We came to an agreement that due to special unforseen circumstances that I would recieve an email the following day Nov 27th about returning the phone. From Nov 27th to Dec 3rd I received 6 different emails on as many days saying we will get back to you in 24 hours each time a few hours past the 24 hour ***** My issue was never resolved and they lied to me about the return. I was forced to buy a new phone and change to a different cellphone service provider. I am seeking 42.50$ half the price of the phone and 7.50$ for the last week of service I paid for and never received for a total of 50.00$.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:12/04/2022
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.
Date of transaction: Nov 30th Order number: #******** I created an account on visible and joined them on 30th nov 2022. I ordered a deep purple iPhone 14 Pro *** but it isn't working properly and I have no service ever since I ported into this new carrier -visible since that day. I received my phone on the 2nd Dec and was porting my number over. However even before I ported my number over, I used the number that they had initially given me and realised that it wasn't working on the phone. I thought ill give it a chance after I port my number over from ***** After giving it a day, it still hasn't working and I called **** and they told me its fully transferred and its an issue with Visible.I then checked with apple to see if they could help after trying various solutions they said its an issue with Visible which is why the phone isn't working.I have been trying to reach visible for a few days so I can initiate the return within the 14 days return period once I realised that the device isn't working. However the chat is not responsive as it is often loading and disconnects and there isn't any emails I can send an email to. I also tried to reach out via ******** chat but after providing all the details, they disappear and do not respond to my request of returning my device. I would like to return the device and be refunded so I can done with this business. Consumers should be aware and stay away from here.Total: $1,199.00 ( for the phone) + $42 ( visible charge for their line/service)I have additional evidence to from APPLE and all their own chats to show that they disregard they customers and do not respond.Business Response
Date: 12/06/2022
Response attachedCustomer Answer
Date: 12/06/2022
Complaint: 18521499
I am rejecting this response because: I would like to ensure that the refund is back to my account and the loan is cancelled with Affirm. I've seen cases here when they acknowledge but the refund is not back in the consumer account. Thus I would like the case to be open till this is fully resolved and not just an acknowledgement. Though the letter helps as I will be able to dispute the charge with affirm is no refund is done within 14 business days as promised by visible.
Sincerely,
***********************Initial Complaint
Date:12/04/2022
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 am filing this complaint about Visible customer **********************. I have been in contact/ trying to contact them for multiple days regarding this issue. I am not able to transfer my phone number due to a glitch in their system, but it has now been 4-5 days with decreasing communication and no movement in the process. There is no phone number to call, I wait for 3 hours just to get into a chat, then the chat person stops responding or the chat randomly ends. They will not respond on social media. In theory, this plan looks good, but its completely useless if I cant use it and cant get anyone to assist.Business Response
Date: 12/05/2022
Response attachedInitial Complaint
Date:12/04/2022
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.
Before placing this complaint, I read through most of the previous complaints. And, there are three underlying reasons for the frustration of 99% of all customers. It is the absence of human emotion and empathy that a chat only customer ********************** exudes; and, the valuable, unredeemable time that it takes to wait and articulate in writing to an entity that seems incompetent. On 12/3 @4:45AM, I woke to an out of service condition that was the sole fault of Visible. I and My callers heard Announcement 803 on all in and outbound calls. This announcement is what most telecommunications companies use when the service has been initially disconnected for non-payment. And, since I always pay my account 4 to 5 days before the date due, I was confused as to why this was happening. (I have cut the cord on my analog service, so cellular is all that I have and use to stay connected to the world. And, on this particular morning, I needed to make and receive some important calls). I began to chat and was disconnected twice. Obviously, I was not the only person having issues, as I was the 34th, and then the 41st person in queue. When I finally got through to a person, I asked why my service was down. The rep had no clue, until I mentioned the announcement. And, as usual, this company always asks if YOU made an update or change to your phone, and no matter how YOU answer, the next or last request is that YOU toggle Airplane mode and restart your phone. And, this is the third reason for Visibles unhappy customers. After all is said and done, this company always makes YOU feel as though YOU and/or your equipment are/is the catalyst for the problem. And, I am troubled. Because, intermittent, unforeseen service disruptions seem to be the norm for this company. And I, like most customers, thought that having to endure crappy customer ********************** was an even exchange for the low monthly price and unlimited service. But, it is not; and customer compensation and heavy FCC levies are due.Business Response
Date: 12/05/2022
Response attachedInitial 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 Attached
Visible Service, LLC is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.