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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

  • 1,379 total complaints in the last 3 years.
  • 201 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:10/01/2024

    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 have been without service since 9/20/2024 (12 days as of writing this). After many, many hours chatting with their support, I have given up and decided to transfer service to another carrier. They are blocking the porting of my number to the other carrier saying that because I have an open case (that they haven't been able to solve in 12 days) that they can't transfer my number. I requested the case to be closed multiple times but they will not. I was told there was nothing they can do.

    Customer Answer

    Date: 10/11/2024

     
    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:10/01/2024

    Type:Customer Service 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.
    Visible by ******* is running a promotional scam by advertising that if a customer switches from T-Mobile to ********************, their monthly bill will be $15 a month for five years using code BYEBYETMO. Thats false, as theyre not honoring that promotional price. Just a scam to con people into joining.

    Business Response

    Date: 10/10/2024

    Please see our attached respones to the BBB complaint.

  • Initial Complaint

    Date:09/30/2024

    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 got a replacement device from *******, an iPhone, but several weeks after getting this replacement for the defective iPhone that I had, it turns out that this iPhone has a fake camera part and they refuse to replace it, when they did, they charged me but then canceled the order and kept my money and I'm stuck with the fake, and now they expect me to continue paying monthly when the agreement is for an iPhone not a Non genuine one

    Business Response

    Date: 09/30/2024

    Please see attached response.

     

    Business Response

    Date: 10/16/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:09/30/2024

    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 purchased the Visible + package, which is supposed to include 5G UW. That service is not available despite the map saying it is. I have spent hours on chat and have been disconnected despite being active, as they do not want to provide adequate customer **********************.

    Business Response

    Date: 10/09/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:09/28/2024

    Type:Customer Service 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.
    Unable to log in to app or website and their solution is to send a screenshot of my error message over social media. This is not a solution and I need to access my account to get my port-out pin as soon as possible to leave this carrier. They cannot provide me with my port-out pin.

    Business Response

    Date: 10/08/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:09/27/2024

    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 switched from Tmobile to visible with no problem two weeks ago. I ordered a new phone from visible and received it Monday (it is not Friday) and I still do not have service. They told me to delete the *** on my old phone and so I don't have cell service on either phone. My job requires me to have a phone as I care for patients, and I have a child in daycare. All I get is a run-around from the third party customer care. I am so fed up with this. I would love to tale to someone from actual Visible. Going on 5 days with no cellular service.

    Business Response

    Date: 10/07/2024

    Please see our attached response to the BBB complaint. 

  • Initial Complaint

    Date:09/27/2024

    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.
    We have been visible customers for years. Recently ******************** promoted a new plan where we can pay ahead for a year at a slight discount. Since we had no intention of leaving, we signed up for two lines at $275/line.The new plan was charged on 09/21/2024. On 09/27/2024, we decided to close our accounts and transfer to a new carrier. We ported the numbers to the new carrier and then contacted visible for a refund for the services not used. When contacting a representative for one of the lines, we were assured of a refund. When inquiring about the second line, we were told a refund cannot be processed.Visible never notified us that we had to request a refund before the number was ported. In addition, the services were not rendered and will not be rendered so in effect, visible is stealing $550 from my family.I would like a refund for services not rendered.

    Business Response

    Date: 10/07/2024

    Please see our attached response to the BBB complaint.

    Customer Answer

    Date: 10/07/2024

     
    Complaint: 22351447

    I am rejecting this response because: The problem is that Visible recently initiated the one year payment plan which we signed up for at a cost of $275/line for two lines. If we were still month to month at a cost of $25/line, I could understand the no refund policy. But in this case, they are still providing a month to month service, which was paid for up front. In essence, Visible and ******* are stealing a years worth of payments for a service not provided. This is highway robbery. If Visible and ******* need to retain any funds, at least $250 per line should be refunded.

    Sincerely,

    **** *****

  • Initial Complaint

    Date:09/25/2024

    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 switched providers to visible by ******* and they did not port my number. when i made a request they ended up making my data not work as well as my phone. They have been unable to fix this issue for 12 days. They are refusing me a refund which I prepaid for a whole year. I have been unable to use data or make phone calls/texts this entire time. I have been unable to contact people work personal reasons and work since my phone is down and has caused me hard. I have spend nearly 20 hours chatting trying to resolve this issue.

    Business Response

    Date: 10/09/2024

    Please see our attached response to the BBB complaint received. 

  • Initial Complaint

    Date:09/25/2024

    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.
    On Sept 20, 2024, I bought a new smartphone. After setting it up, I paired my smartwatch with it, but I was unable to set up a cellular plan with it. As far as I can tell, Visible is counting the smartwatch twice, and I am only allowed one smartwatch per Visible plan. After many hours and several day, Visible has not corrected the issue though keep promising me to fix it within 4-24 hours.Additionally, at some point after switching to Visible I was no longer able to send MMS messages. I thought it was at first an issue with my phone, but after getting a new one, I knew that couldn't be the case. So I contacted Visible and ran through hours of troubleshooting because they acted like the issue was with my phone. After it became clear that my phone isn't the issue, they indicated they would fix it on their end. They have not.

  • Initial Complaint

    Date:09/25/2024

    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 ordered service from Total Wireless on the $15 per line promotion that they are running for new customers porting in from ******* on September 8th, 2024. I called customer ********************** and chatted online multiple times losing connection because of the missteps that they did. My service was constantly cut off and they failed to activate my service on the correct PLAN that i purchased... I do not know what the h*** they did but one line has service now the other does not. My bill is now showing that i owe MONEY??? I already paid for the first month and ported my lines in... My order number is 6500-LWE64ER390 and order id *********. My email is ********************** and my phone number is ************. I am having a complete breakdown right now and the way I am being treated by customer ********************** is appalling. The two sim card numbers that I ordered are as follows: (********************) & (********************).. These **** were supposed to be on my originally ordered plan.This all stemmed from me having devices that are esim only and the sim cards I received in the mail are physical.. Initially I tried activating them myself online and it did not allow me because it asked for a service plan pin. NOT One of the many representatives that i talked to even knew what this was?? The one representative that activated service on one of the lines did as a completely different change and it is reflecting as a charge and completely ignored my previous order.. I need this rectified now. I lost service with tmobile for both phones and I'm hoping I do not lose my numbers. I need your advertised plan as promised and as agreed upon my purchase.I have videos and lengthy phone call logs that verify my painful chats with the company's representatives...

    Business Response

    Date: 09/21/2024

    Hello, 

    Please find the attached response to this case. 

    Regards, 

    *****
    Sr. Analyst
    Executive Relations
    **********************
    ************************

    Business Response

    Date: 10/31/2024

    Please see our attached response to the BBB complaint

Visible Service, LLC is NOT a BBB Accredited Business.

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