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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

  • 1,152 total complaints in the last 3 years.
  • 184 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:12/02/2022

    Type:Service or Repair 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.
    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 attached

    Customer 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 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 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 attached

  • Initial Complaint

    Date:12/01/2022

    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.
    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 attached

  • Initial Complaint

    Date:12/01/2022

    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.
    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 attached

  • Initial Complaint

    Date:12/01/2022

    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.
    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

  • Initial Complaint

    Date:12/01/2022

    Type:Service or Repair 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.
    Visible by ******* advertised black Friday cell phone service deals if you switch your current service to their company. Placed an online order Monday 11/21/22 through their website. Purchased a new phone and brought my number over Used Affirm to set up payment plan received & accepted 11/21/22. Received confirmation email from Visible by ******* stating device has shipped & will arrive by next day via ****** On 11/21/22 ***** confirmed delivery date as 11/22/22. Package never arrived. Checked status on 11/23/22 thru ***** website to find status changed from "pending" in a location in my city (*****, **). When I attempted to contact the cell phone company to inquire about the delay I found that they do not have a live customer ********************** that can be reached by email or phone call. Their website suggests going through social medias messaging to correspond. I do not have any social media messenger to do so. I want to speak to a live operator like we do with every other company. This company does not offer that. I found that they have a general help chat which gives automated answers. Found a way to override that to get a live chat person. Chatted with three different Representatives that treated me with other disrespect and gave nothing but childish answers to my serious inquiries as to where my purchased product was. Check the ***** website for my status of the delivery and it was now changed to canceled as of 11/24/22. I have sent several messages requesting full cancellation of the order & for that info be passed on to Affirm. They will not cancel without correspondence from the company. I have received no correspondence, only automated emails from different people with the same verbiage attached. I have several messages from chat ******************** from Affirm showing my purchase date. Someone at this company went into my order, and reordered a device WITHOUT consent. I want a full cancellation at once from these fraudulent actions. Disgraceful.

    Business Response

    Date: 11/29/2022

    please accept this attachment as formal response 

    Business Response

    Date: 12/08/2022

    Response Attached

    Customer Answer

    Date: 12/09/2022

     
    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:Billing 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.
    Someone used my info including debit card and applied for visible I have reached out to have them cancel they tell me to through the app um excuse I didn't set that up don't know why of the info they used. Tried to get my bank to give back money but because I can't prove it was fraudulent because visible told them it is valid so here it is the 1st of December and I'm charged again for service I don't have I am.pn my aunt account **** have been for years why would I just get up and switch banks shows a phone number for visible that is useless I am tied of being charged for something I am not using

    Business Response

    Date: 12/02/2022

    Response attached

  • Initial Complaint

    Date:12/01/2022

    Type:Customer Service 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.
    I am trying to find that the I am locked out from my visible account due to my login email being invalid. This means that i cannot change billing information, change phones, or change any account settings.I have contacted the visible chat support for days to attempt to fix the issue, but no one is able to fix my email to be corrected. I have created a case (********) with their customer support to get my account checked and verify that whether or not it has been hacked during the October 2021 data breach, and ask for updates daily. I have been promised follow up calls from support chat that never deliver and I am left without any progress towards accessing my account.

    Business Response

    Date: 12/03/2022

    Response attached

    Customer Answer

    Date: 12/03/2022

     
    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:11/30/2022

    Type:Customer Service 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.
    "Visible by ******** incorrectly ported my phone number to their cell phone service company. They are now attempting to make me pay to activate services with their company to get phone number back from them. Their company does not have a phone number - the only way to get help from their company is via an online chat which always has wait times 1+ hours. Every time I do get a live agent on their chat, they tell me I will be receiving communication that my issue has been resolved - I have never received such communication. In summary, they incorrectly ported my cell phone number to their company and are unwilling to provide assistance unless I pay to activate their services which I do not want.

    Business Response

    Date: 12/06/2022

    Response attached 

    Customer Answer

    Date: 12/06/2022

     
    Complaint: 18486614

    I am rejecting this response because: business states they ported my phone number out to a new carrier. Is is incorrect. New carrier is unable to complete the port to their company. Upon chatting with a live agent at Visible by *******, I was told that Visible has an internal issue preventing my number port from being completed and is unable to reactivate my current account with Visible. I was told yesterday I would receive a call from management and did not.

    This has still not been resolved and Visible is holding my phone number without a solution. 


    Sincerely,

    ***************

    Business Response

    Date: 12/13/2022

    As mentioned by the Visible chat agent to the member on December 9, 2022 via email advising them to reach back to the original owner of the phone number as it was fully released from Visible. The member disconnected his service with Visible on November 29, 2022. Visible has thoroughly investigated the issue and no further action will be provided.

    Customer Answer

    Date: 01/06/2023

     
    Better Business Bureau:

    After going back and forth with Visible by ******* for a month, the company finally released my phone number back to me. I was without a working phone number during that time because Visible could not figure out how to activate my phone number or complete the transfer to another company. Visible finally completed the transfer to another phone company after I filed BBB and FCC complaints against them. 

    Please make my reviews public so other consumers are aware of this business's unprofessional and unorganized practices. 

    Sincerely,

    ***************

  • Initial Complaint

    Date:11/30/2022

    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.
    After 3 months of a contract with visible phone company I was to receive a gift of $50.00. They sent me an email with a redemption code and tracking code. I tried that and then it disappeared from the site. I was given a new tracking code and to receive the rebate within ***** hours. It has been over a week and I cannot get an answer from anyone. They tell me to contact a vendor Blackhawk and they send me back to visible all thru email. Their live chat not able to fix this problem. Many hours working on this. Emails many reassuring me but no rebate Is sent. This is very difficult. No one in person to talk to.

    Business Response

    Date: 12/02/2022

    Response attached

Visible Service, LLC is NOT a BBB Accredited Business.

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