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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

  • 1,247 total complaints in the last 3 years.
  • 183 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:08/23/2024

    Type:Delivery Issues
    Status:
    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 the 15th of August 2024 I paid for a cell phone from visible that was supposed to be shipped in 2 days. Tracking currently shows no shipping. I've called every day since Monday and I still don't have a phone. One of the agents insisted I had to fill out a police report. We escalated to the warehouse and they insist that they need to find where it went before they can ship me what I paid for. The way I see it they lost it it's their problem, ship me a phone and figure out their problem on their own.

    Business Response

    Date: 09/25/2024

    Please see our attached response to the BBB complaint.
  • Initial Complaint

    Date:08/22/2024

    Type:Product Issues
    Status:
    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.
    I want to report this company for doing illegal ill mannered tactics towards their customer. Paid 30 bucks each month and have a second account and they wont let me port out even though my sons cell has an unlocked sim would not give me Information done. I want a full refund for each month Ive had service with this trash company that should be shut down.

    Business Response

    Date: 08/30/2024

    Please see our attached response to the BBB complaint.
  • Initial Complaint

    Date:08/21/2024

    Type:Product Issues
    Status:
    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.
    On July 29 I order a phone from Visible through a loan they offer with Affirm. After getting approved my son warned to return the phone as it was not a good cell phone for me. I inmediately contacted them which instructed me to refuse the delivery so the phone could go back to their premises. They told me they would then contact Affirm to cancel the loan. In order for Affirm to cancel the loan they need to be contacted by Visible. I did everythin as instructed as you can verify by USP tracking number. On arrival July 30 I refused the delivery. The cell phone got to the warehouse July 31. I have contacted several times agents to the chat offered at visible and even requested to spoke to a live agent multiple times. Each time they have been given my false statements, saying that they will take care and resolve the issue. All agents have the same script and they wont do what they say they will. The time beforw last I had to literally demand that they send me an email stating what they say. In that email they state that they would resolve the issue in three days. Nothing happen. Today they sent me the same email as before, except they did not realize that it had the same agents name as before and not the one that was talking to me today. They gave me case numbers that where not found later and their excuse is that they are scalating the issue. Affirm states that they cant do anything unless Visible send them the order. So now I dont have the cellphone as I refuse the delivery as instructed and I owe money. This to me is a scam, they just tell you stuff and do nothing. I need this company to process the refund and liberate me from Affirms loan, loan payment initiates august 30 2024. I will be paying for nothing, I have no product and no service. Please help. This company is deceiving consumers. I have enclose jpegs of the ***** email, and chats. Let me know if you need additional information.

    Customer Answer

    Date: 08/23/2024

     
    Just want to thank you. Finally my issue got resolved and I got.my refund. I think if you had not contact them I would still be waiting. My case or file number 22173253

    Sent from ***************************** ************************
  • Initial Complaint

    Date:08/21/2024

    Type:Product Issues
    Status:
    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 May 20th 2024 I ordered at iPhone 14 for $791.69 from Visible with the intention on trading in my current phone. I received the phone, and without opening the phone package, I initiated a return through customer support chat on May 23rd. The customer ********************** agent emailed me a return label. I attached the label to the package and sent it back. The label the agent sent me was not a return label for the iPhone 14, but rather a return label for my current phone. I did not notice this, I used the label they emailed me. From May 23rd - July 24th, because of the label error by Visible, the package was unaccounted for. I had been denied a refund of my $791.69 or an exchange for a new phone. I had 11 online customer ********************** chats and received 8 email updates stating that the case is being shuffled through different people and still being investigated. They kept telling me the phone was going to be sent back to me, and they would email me a proper return label, and then I can send it back. Finally on July 24th, two months of trying to get my refund back, I received the iPhone 14 back in the mail. I was also emailed a proper return label. I immediately returned it. They received the package on July 31st. After 12 days with no refund I reached out. They tried to deny me a refund saying that I did not return it with 14 days. I explained that I returned it over 2 months ago and it was their mistake of sending me a wrong label that made the package was unaccounted for, and I had in fact just sent the phone back within 14 days upon re-receiving it. They said okay they will work on processing a refund. On that 12th day when I reached out, I received an email saying they need 3-5 more days to process the refund. On the 5th day, I again received an email saying they need 3-5 days to process the refund. It has been 19 days since they received the package back for the second time and I am still waiting for a refund. It has 3 months total that I have been waiting for a refund

    Business Response

    Date: 08/30/2024

    Please see our attached response to the BBB complaint.

    Customer Answer

    Date: 08/30/2024

     
    Complaint: 22160099

    I am rejecting this response because:

    I am uninterested in your investigation, it means nothing to me or you. I have been owed a refund for 3+ months, not unending barrage of empty delays and excuses.

    Sincerely,

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

    Business Response

    Date: 09/05/2024

    Please see our attached response to the BBB compliant.
  • Initial Complaint

    Date:08/21/2024

    Type:Service or Repair Issues
    Status:
    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.
    I bought a phone and service from visible. I have paid my bill and continue to pay my bill on time every month. I am locked out of my phone and Visible by ******* has no way for me to contact them to resolve this issue. I have tried to log into my account but I cant unless I use the code they send to my phone that is locked. Please help

    Business Response

    Date: 08/30/2024

    Please see our attached response to the BBB complaint.
  • Initial Complaint

    Date:08/20/2024

    Type:Service or Repair Issues
    Status:
    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 am filing this complaint against Visible due to a severe disruption in service and the company's failure to resolve the issue promptly.Visible Wireless claims on their website that customers will not lose ********************** while transitioning their phone numbers over to their network. However, this promise was not upheld in our case. My wife and I recently(8/19/2024) decided to switch her phone service from ******* to Visible . During the porting process, her phone number was deactivated, leaving her without service. This disruption has now lasted for over 2 days.My wife is a doctor, and she relies on her phone for her duties at the hospital. The loss of service for two days is not just an inconvenience; it is potentially dangerous, given the nature of her work. Despite contacting Visible's customer ********************** multiple times and speaking with at least three different agents, the issue remains unresolved.The lack of communication, accountability, and urgency from Visible Wireless is unacceptable. Their failure to uphold their promise of maintaining service during the transition has caused significant stress and inconvenience.Desired Outcome:I am seeking immediate resolution of this issue, including the reactivation of my wifes phone number and a formal apology from Visible Wireless for the disruption of service and the mishandling of our case. Additionally, I request that Visible Wireless reviews and improves their customer ********************** processes to prevent similar issues from happening to other customers.

    Business Response

    Date: 08/30/2024

    Please see our attached response to the BBB complaint.

    Customer Answer

    Date: 08/31/2024

     
    Complaint: 22171676

    I am rejecting this response because:

    Dear BBB and Visible Executive Relations Team,

    Portability Issue: While I appreciate the efforts made by your support team, the core issue remains unresolved. Despite multiple attempts to activate the service and numerous communications with support, my wife's phone number has not been successfully ported to Visible. The provisional phone number assigned is not a suitable resolution, as all her essential services, including 2-factor authentication for professional applications, are linked to her original number.

    Impact on Service: This prolonged issue has caused significant inconvenience and stress, as both my wife and I rely heavily on our phones for professional and personal matters. The inability to access essential services due to the number porting failure has severely impacted our daily activities and professional duties.
    Need for a Timely Resolution: I understand that an investigation is in progress, but I would like to stress the urgency of this matter. We have been experiencing this issue since August 19, 2024, and we require a more immediate resolution to restore normal service. It's crucial that the original phone number is reinstated as soon as possible.

    Communication and Updates: I would appreciate more frequent and detailed updates on the progress of the investigation. It's important to have a clear timeline for when this issue will be fully resolved.

    I look forward to a swift resolution and am hopeful that Visible can address this matter with the urgency it requires.
    Thank you for your attention to this matter.

    Sincerely,

    *********************** & *************************

    Business Response

    Date: 09/04/2024

    Please see our attached response to the BBB complaint. 

    Customer Answer

    Date: 09/05/2024

     
    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:08/20/2024

    Type:Product Issues
    Status:
    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 July 18th, I purchased a wireless plan with Visible. I asked them to send me a physical sim card in order to activate. Did not want to go through the e-sim process. I never did receive the sim card. When I tracked the shipment with **** I found out they were returning the shipment to shipper, because they said there was a problem with the delivery address. I tried to resolve the matter multiple times, but Visible has no Customer ********************** to speak to. You have to deal with a chat box, which is of no help at all. Unable to resolve I contacted another wireless carrier for service.

    Business Response

    Date: 08/30/2024

    Please see our attached response to the BBB complaint.
  • Initial Complaint

    Date:08/20/2024

    Type:Product Issues
    Status:
    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 have visible, and they use an app to manage service. They logged me out of the app, and I can't get either an email or text to reset the password. Every attempt to try to reach them leads to catch-22s where they desenstize text boxes and then make them a requirement to proceed. You can't ever enter a last name if the field isn't interactive. I've tried to reach them on their website, and their chatbot doesn't actually do anything, and they initially limit you questions to only their precanned questions. Once you do get a text box that you can type in, the chatbot still doesn't actually do anything, even though it says it's get a live agent.

    Business Response

    Date: 08/30/2024

    Please see our attached response to the BBB complaint.

    Customer Answer

    Date: 09/03/2024

     
    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. They were able to fix the problem, I hope they would develop a way to do this automated in the future.

    Sincerely,

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

    Customer Answer

    Date: 09/03/2024

     
    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. They were able to fix the problem, I hope they would develop a way to do this automated in the future.

    Sincerely,

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

    Customer Answer

    Date: 09/03/2024

     
    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. They were able to fix the problem, I hope they would develop a way to do this automated in the future.

    Sincerely,

    *******************
  • Initial Complaint

    Date:08/19/2024

    Type:Customer Service Issues
    Status:
    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.
    Dear Better Business Bureau,I am writing to formally request your assistance in resolving an issue with Visible, a telecommunications service provider. I was a customer of ******************** and am now seeking a record of my call history for the period from May to July 2024.Despite multiple attempts to reach out to Visibles customer **********************, I have not received a satisfactory response regarding my request. As a former client, I believe I am entitled to access this information for personal and legal purposes, but Visible has not provided me with the necessary records.I would greatly appreciate it if the Better Business Bureau could intervene on my behalf to facilitate the release of this call history. My aim is to resolve this matter amicably and promptly, without further escalation.Please let me know if you require any additional information or documentation from my side to assist in this request.Thank you for your attention to this matter.

    Business Response

    Date: 08/29/2024

    Please see our attached response to the BBB complaint.
  • Initial Complaint

    Date:08/18/2024

    Type:Service or Repair Issues
    Status:
    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.
    i purchased a phone that was advertised as esim compatible, only to find out it was not, the company refuses to discuss the matter with me or provide any support at all, i want contact via telephone from someone authorized to discuss compensation, immediately.

    Business Response

    Date: 08/29/2024

    Please see our attached response to the BBB complaint.

    Customer Answer

    Date: 08/29/2024

     
    Complaint: 22161423

    I am rejecting this response because: company lied to me, falsely advertised services, and refused to accomodate my disability. i will be filing a few million additional complaints and the company had better answer all of them.

    Sincerely,

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

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