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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

  • 1,239 total complaints in the last 3 years.
  • 182 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:10/12/2024

    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.
    On Sept. 24, I activated my Apple Watch with Visible for a prorated amount of $8 for line number **********. The activation went well, but I ran into a different issue with my watch that required a reset, so I removed the plan from the watch. With Visible advertising that switching devices and eSIMs is simple, I didnt think twice about removing the plan. However, when trying to reactivate the watch, I ran into an error on Visibles site and as of Oct. 11, I still havent been able to reactivate. Visible support has been really caring and attentive, but I just really wanted the watch to work and they havent been able to get it to work I tried everything on my end, even returning the original watch and buying a new one from ***** to ensure the issue wasnt my device, but Im still unable to reactivate. At some points, Ive encountered an error message saying Something isnt quite right which Visible has been able to fix. However, the issue is that after that error is fixed, I get to a page that says ****************** Continue but when I press Continue, the setup exits and nothing happens. The case has been escalated multiple times, and I always get an email saying a resolution will be provided within ***** hours, but the resolutions havent worked. The latest email sent instructions to get me to the Device Added page (the page with the issue) which means that it seems they dont understand the issue. I really wanted to reactivate because the service is great when it works. in fact, its working great on my phone so far. And the price is unbeatable. I suspect that, when my billing cycle ends on Oct. 16, Ill be able to add the watch again as it will go through the same initial process. However, its been frustrating to have to wait for almost 3 weeks now (and a little longer if I wait until the end of the billing cycle) to reaccess a service I paid for and that is advertised.

    Business Response

    Date: 10/18/2024

    Please see our attached response to the BBB portal. 

    Business Response

    Date: 10/18/2024

    Please see our attached response to the BBB portal. 

    Customer Answer

    Date: 10/29/2024

    Hi, case number ******** was resolved. The resolution wasnt ideal as it required waiting until the next billing cycle because of a clear bug they just didnt even understand, but at least they refunded the portion I couldnt use.  



    Thanks,
    ******

    Customer Answer

    Date: 10/29/2024

    Hi, case number ******** was resolved. The resolution wasnt ideal as it required waiting until the next billing cycle because of a clear bug they just didnt even understand, but at least they refunded the portion I couldnt use.  



    Thanks,
    ******

  • Initial Complaint

    Date:10/10/2024

    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 chatted with multiple visible agents after the release of iPhone 16 to see if Canadian purchased iPhone would be compatible with their network and all the agents said yes it would. I was trying to set up **** after the purchase in ****** and returned to the states finding imei was unavailable, two agents said they requested the addition of the **** but the last agent finally said no it is not compatible and never did anyone requested the addition and escalated it. They refused to refund me for the service that I paid, only for a "courtesy refund" for a 5 dollar global pass.

    Business Response

    Date: 10/18/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:10/09/2024

    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 was without service for a month. I did an update ans couldn't get service. I was told once the service was resolved, i wiuod get a refund. I had to switch accounts and emails as well as buy another phone bc my ohone no lomger worked on their network even though I was told it would. I was given the run around for months and never recieved my $25 credit. Would like $25 refunded to me.

    Business Response

    Date: 10/18/2024

    Please see our attached response to the BBB portal. 

  • Initial Complaint

    Date:10/03/2024

    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.
    a few days prior to 10/1/24, received an email that my bill was coming due, i attempted to log in via the app & received an error message. it said: "There's been an issue with your account or information. Please contact care." i contacted visible via chat and i went through all their "troubleshooting" which meant changing the password, trying the website, reinstalling the app & using a different browser (none worked. got the same message). I did this twice w/2 different ***** the 1st hung up mid service (he actually called me to try to resolve the issue). i spoke to a 3rd *** ****** gave me a case# ******** because they were escalating my issue. they said my account had been restricted. why? they didnt know or wouldnt tell. i contacted visible via chat about 2 days later to check the status of the issue (i still couldnt get in). i was told by this *** that the case number referenced was closed out because it was a password reset issue. obviously this isnt a password issue. i told the agent im not paying for service if i cannot access the account (nor could i because the only way to pay is by accessing the website). so i told the agent since they are at this point withholding access without explanation to close my account. i received an email about ****** later confirming the close (they worked amazingly fast there but not to fix my issue), i started new service with a new carrier. in order to use my old number i need a port out pin & my account number (and im assuming that my balance has to be paid off). i contacted visible chat again. this *** tells me i can only get a pin by logging into my account (the same account which they originally locked me out of). also i have to pay to reinstate the account in order to get the access to get the pin. so they are holding my number for ****** in this circular game theyre playing. deny access to the customers account so the customer not only cant pay the bill, they also cant port out their number if they cancel sevice.

    Business Response

    Date: 10/11/2024

    Please see our attached response to the BBB complaint received.

    Customer Answer

    Date: 10/11/2024

     
    Complaint: 22378135

    i have attached both the email from ******* & my response. The matter is not resolved until I have received the necessary info to port out my number (or access to my account to obtain said info).

    Sincerely,

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

    Business Response

    Date: 11/04/2024

    Please see our attached response to the BBB rebuttal. 

    Customer Answer

    Date: 11/04/2024

     
    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:10/03/2024

    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've ported to **** for better coverage and both **** and ******* port center said the port has been completed as of yesterday.However, my visible line is still active and it is causing ******* customers to route to my old phone.

    Business Response

    Date: 10/11/2024

    Pleases see the attached response to the received BBB complaint.

  • Initial Complaint

    Date:10/02/2024

    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.
    9/20-28/2024 attempts to activate mobile phone service on my new smartphone and smartwatch with no success on smartwatch.9/28/2024 support actions and service provided system glitch led to my mobile phone number being changed without my authorizationsimilar to SIM swap fraud. 10/02/2024 support continues to tell me to wait while the risk equal to SIM swap fraud increases and the risk to permanently lose my mobile phone number increases, as most of my accounts rely on my mobile number for authentication.

    Customer Answer

    Date: 10/08/2024

    Hello, 

    The complaint has been resolved by the business.

    Thank you for quickly sending this over for a rapid resolution.
    Ben


  • Initial Complaint

    Date:10/02/2024

    Type:Delivery 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 an iPhone 16, white titanium, 512 GB, for my daughter. The package was delivered without my signature, delivered earlier than expected, and the phone appears to have been stolen from the ****** the shipper of the package, Visible should have bricked the stolen iPhone 16 pro and shipped me a new replacement phone, filing a claim themselves with **** Instead, they told me since it was showing from *** as having been delivered, it was up to me to file a claim. I am now out the phone, they have my $1387.85, and I have no idea what to expect from ***, how long the process takes, or when I can expect resolution.This is unacceptable. I was taking this phone to my daughter at college because hers is having trouble, but she is a student, and didnt qualify for the credit to buy a new phone.We have been loyal business customers of ******************** for years despite frequent lack of connectivity and SOS instead of LTE or 5G, but I will now be telling everyone to stay away from this company due to terrible customer **********************.

    Business Response

    Date: 10/11/2024

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:10/02/2024

    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 purchase a phone from them, realized an hour later I didn't want it so I called and cancelled the order. The *** thread shows it had shipped but then intercepted and returned to Visible and was signed for at the warehouse. I had used Affirm for the loan, and according to Visible they need to "scan" it in before they can cancel the loan at ******. It has been almost a month since they have had the phone in their possession. I have spent hours (on work time) on the chat (they have no phone lines) trying to get this resolved and have the loan cancelled and it STILL has not been taken care of. I also filed a complaint with ****** letting them know the phone was never delivered and thankfully no payments are due while they're investigating. I just want this resolved so I can move my cell service somewhere else.

    Business Response

    Date: 10/11/2024

    Please see our attached response to the BBB complaint received. 

    Customer Answer

    Date: 10/15/2024

     
    Complaint: 22368836

    I am rejecting this response because:  There is no resolution that was offered, only that they "opened a file to investigate"

    Sincerely,

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

    Business Response

    Date: 10/22/2024

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 10/29/2024

     
    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: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.

Visible Service, LLC is NOT a BBB Accredited Business.

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