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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

  • 1,367 total complaints in the last 3 years.
  • 197 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:09/20/2022

    Type:Delivery 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.
    Purchases an iPhone 14 Pro *** with guaranteed next day shipping. But after three business days, it hasn't shipped yet. Reached customer agent three or four times. Every time they guaranteed they will ship soon but no result.

    Business Response

    Date: 09/28/2022

    Response attached

    Customer Answer

    Date: 09/28/2022

     
    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:09/20/2022

    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 have an iPhone 11 and purchased an iPhone 14. The iPhone 11 has a physical SIM card while the iPhone 14 requires a eSIM. Visible has been unable to convert my physical SIM to an eSIM. Their customer support bounces me between online Chat support that then tells me to use ******* or ********* They have asked me to send a screen shot of the issue to ******* and ******** which I have. I've used all three channels and there is no email or phone support. There is no resolution to getting my physical SMI to an eSIM.

    Business Response

    Date: 09/29/2022

    Response attached

    Customer Answer

    Date: 09/29/2022

     
    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:09/20/2022

    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.
    My problem with Visibles $40/month cellular service subscription stems from their support. This support offering is ONLY provided online by text, never voice. Further it is limited to ************************************** mobile platforms, the latter of the three being the preferred. Starting 9/16 my cellular/data access stopped working due to an esim transfer using their supported method. After spending hours waiting to chat with support, they proceeded to provide fixes and close cases without actually providing any workable solution. Without constant follow-up, I flat out wont hear from them though they do say they will respond in 4hrs for level 2 support and ***** hours for level 3; but keep in mind I am without service that entire time and furthermore, there is not 2-way communication with lvl 2 or 3 support. The current proposed fix broke all service for my working line to transfer it to a new phone by deleting SIM to replace it with new eSIM. That failed and broke both phones. They have tried to re-enter the new esim a handful of times but keep saying they cannot put in another order. Last I spoke to them, they tried twice to email me a QR code image but that image comes across broken (just a ?) and if you look where that image came from, its a B2B ******* Wireless portal that is behind authentication, so of course I cannot see it using a deep link. Their support says that is the best they can do.Finally, when asking about porting my number out to VZW, support stated that could mean no service for ********************************************** good standing during that time; meaning Id continue to pay a monthly subscription without getting the promised service?Frankly, the support is terrible and they need serious help in both staffing and additional means of communication. But Id REALLY appreciate getting service promptly restored for me and their support problems promptly resolved. PLEASE HELP.My account is ************

    Business Response

    Date: 09/29/2022

    Response attached

    Customer Answer

    Date: 09/29/2022

     
    Better Business Bureau:

    I have reviewed the response made by Visible in reference to complaint ID ********. I further asked that ***************************** investigate and further invest in customer support with the hope that this systemic failure is less likely to occur to other Visible customers. With that being said, I find that this resolution is satisfactory to me and I remain a supportive customer.

    Sincerely,

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

  • Initial Complaint

    Date:09/20/2022

    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 have had visible sense the beginning of the year. The last three months service to the phone has been horrible. Texts not going through to other phone on visible. Phone calls not being received, data being very slow or none at all. I am very disappointed with visible. I run my business from my phone and loosing service and not receiving texts and calls effects it a lot.

    Business Response

    Date: 09/28/2022

    Response attached

  • Initial Complaint

    Date:09/19/2022

    Type:Product 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 tried to switch from ******* to their prepaid company Visible with them porting my number to them. They were supposed to send me a new *** card to put in the phone I was bringing with from *******. I never got the *** card. Several attempts via their chat and ******** Messenger service resulted in no acceptable results. They frequently said it would be ***** hours before they would even have an answer to my complaint. In the meantime they ported my number over to them even though I couldn't use their service without the ***. The nail in the coffin was when they charged me $30 on my credit card even though I had no acceptable service. I requested to have my account cancelled and my $30 refunded for lack of service. Well they cancelled my service ok, but they have not responded to if they would ever refund my $30. To top it off, now I can't even chat with them to continue pursuing the issue ... they just immediately say my account is closed, but they'd be glad to reopen it. In the meantime I have made the switch back to *******. But Visible has the number blocked, so now I have to get a new number with the related issues of leaving all my contacts, etc. know of the change. TERRIBLE SERVICE!!

    Business Response

    Date: 09/28/2022

    Response attached

    Customer Answer

    Date: 09/28/2022

     
    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:09/19/2022

    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.
    Lack of company responding to repeated attempts to fix issues with account

    Business Response

    Date: 09/15/2022

    Please see the attached BBB letter response. 

    Business Response

    Date: 10/04/2022

    Response Attached

Visible Service, LLC is NOT a BBB Accredited Business.

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