Telecommunications
Visible Service, LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 1,275 total complaints in the last 3 years.
- 191 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:10/12/2022
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.
I purchased the iphone 14 on 10/7. The phone was supposed to be delivered on 10/10. However, the ***** deliverer went to the wrong address. He wrote that the address was incorrect because he was told that I no longer live at that address. I double checked and the address on the package is correct so he clearly went to the wrong place. The phone was then sent back to Visible. ***** said that they cannot try redelivery because it'sa lready processed to be returned. I chatted with Visible after waiting for hours. The representative told me that the phone is being returned and in the meantime they cannot send me a new phone. They also said that they cannot send me a new phone after they get the device back they will have to issue me a refund. But i don't want a refund I want the phone. this is completely frustrating because it's not my fault that ***** tried to deliver to an address that was not on the package. The phone will not reach Visible until Friday, and then they have to issue the refund to Affirm, and then I have to reapply for credit and purchase a new phone. I just feel that this is absolutely ridiculous that I have to wait when I am not the cause of this issue. I shouldn't have to wait for the phone to be returned to Visible before they can issue me a new device. I'm not the one sending it back. Visible says there's nothing they can do it's out of their hands.In the meantime, I have this credit loan with Affirm for the bill and I have to continue to make monthly payments until Visible sends them the refund even though I do not have the phone. This is ridiculous!Business Response
Date: 10/29/2022
Response attachedCustomer Answer
Date: 10/31/2022
Complaint: 18202725
I am rejecting this response because:I never received the original purchase. I had to buy another cellphone and pay another down payment. I received the 2nd cell phone I bought but never the first and have yet to be refunded. The usage the see is from the 2nd cell phone I was forced to buy because I never got the first. I saw that the original cell phone was received by Visible earlier this month, but I still have not received my refund or even their acknowledgement of receiving the cell phone.
Sincerely,
*******************************Business Response
Date: 11/04/2022
As there was no mention of another device purchase in the first complaint. However, an email was sent to the member on November 3, 2022 stating we have processed the loan cancellation in the amount of $1,175.93 for Loan ID: *********; please allow **** business days to reflect on your bank account balance.
Customer Answer
Date: 11/10/2022
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:10/11/2022
Type:Sales and Advertising 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 website clearly shows that there is a 200 dollar gift card if you bring your own device when you join. After joining they then told me that their own website is wrong and that in order to get the deal I needed to buy a device from them. They acknowledge their website is completely wrong and misleading but refuse to do anything about it.Business Response
Date: 10/19/2022
Response attachedCustomer Answer
Date: 10/19/2022
Complaint: 18199983
I am rejecting this response because:You are referring to the wrong account. That is my personal account for phone number ************. This is for my sons account ************ (his email is ***************************). This is related to Visible incident number 04227694 . Please recheck your system and look at the correct account. I apolgize if I didn't give the inormation correctly in the original complaint.
Sincerely,
*************************Customer Answer
Date: 10/27/2022
yes my son is a minor.Business Response
Date: 11/08/2022
For account#************, this member will qualify for a $50.00 gift card once three monthly service payments are applied to the account (in or around December 10, 2022). Please see the attached document with the chosen gift card when activating services with Visible.Initial Complaint
Date:10/11/2022
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.
Purchased iPhone SE and phone service from Visible. Received the phone on 10/3/22. Since that time, I have been unable to receive incoming calls. I have spent hours with their online chat, which is the ONLY way to contact them, all to no avail. So now I have a new phone that is locked to their company for 60 days, therefore I cannot just get service from a different provider, and no one can call me on this phone. They emailed me a case number ********]. They do not reply to email. They just refer you back to the chat line. So I am stuck in a loop, with nowhere else to turn. I have included my husbands phone number on this form, as you cannot reach me on my phone.Business Response
Date: 10/20/2022
Response attachedInitial Complaint
Date:10/10/2022
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.
Hello, I got a prepaid *** card from Visible. Everytime I try activating it says there is an error. I attempted to contact Visible and they claim they have experts working on fixing the *** card. It has now been 48 hours going on 72 hours with no resolution. Thats nearly 3 days without phone service, which is a serious issue. The only updates I have gotten are messages/emails that keep saying its going to be another ***** hours. This is ridiculous either they can fix it or just send me another prepaid *** card. I want a quick follow up response from them as this is a *** card Ive already paid for.Business Response
Date: 10/29/2022
Response attachedInitial Complaint
Date:10/10/2022
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.
On October 1, 2022 in the aftermath of Hurricane ******** desperately needed phone service. Went onto Visible's website and tried signing up for their 14 day trial. It was nothing but bait and switch. Being in such situation I entered my credit card number and payed ************************************** order to activate the line I needed to download their app from the ****** play store which I did. After installing Visible's app on my phone the app would run automatically in order to activate the service. After several trials the app would always give and error saying it can't activate the ***** I deleted the app and reinstalled again several times, tried the same procedure several times to no avail. Decided to go back to their website to contact them, after an hour in line my battery was draining and I had just reached number 35 in the queque. For some magical reason all of the sudden the system kicks me back to the end of the line, seeing this and running low on battery I had no choice but to go into my Visible's settings and cancel service. Seven day later I got power back so I was able to charge my equipment and wait the long queque times for them to answer, about 2 hours later *** shows up. I explained my situation but she refused to issue a refund, instead she said their engineers would have to check and that I would receive an email within 4 hours. The email came a day later, from someone named **** saying that per their policy they would not issue a refund. Company name: Visible Wireless Address : ******************************************************************************************* order number : #******** phone number assigned: ************Business Response
Date: 10/18/2022
Response attached
Visible Service, LLC is NOT a BBB Accredited Business.
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