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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.
  • 184 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:08/17/2024

    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.
    To Whom It May Concern,Please be advised that I, the complainant, have been a paying customer of Assurant ********************* ****************** since June 2021 for my iPhone 12 Pro Max. On July 22nd, I lost my device and filed my first claim with Assurant, paying the required $280 deductible.Assurant subsequently provided a replacement device which was locked. Despite repeated attempts by Visible by ******* representatives over two weeks, this device could not be activated. Visible has stated that while my original device is fully paid off, they have no control over replacement devices provided by Assurant, *** Upon contacting Assurant again, I was advised by a representative named *** that another device would be sent upon return of the original replacement. I complied and received a second device on August 13th. However, Visible again confirmed this device is locked and they are unable to assist until Assurant provides a suitable replacement compatible with the Visible network.This is now my third attempt and nearly a month of being redirected between Assurant and Visible. I am requesting a functional replacement device. If this is not feasible, I require verification of Assurant's business jurisdiction address and executive contact information to initiate legal proceedings in circuit court.Assurant is again asking me to return the non-functional device via ***** This situation has persisted for nearly a month, far exceeding the advertised resolution timeline for a service I have consistently paid for.Relevant claim numbers are as follows:Assurant Claim No. ******** Visible Claim No. ******** Please verify the following contact information for Assurant.****************************** Assurant, *** ************************************************************************ *********** *********************************** I await your prompt response and resolution.

    Business Response

    Date: 08/27/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:08/16/2024

    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.

    Complaint: 22083140

    I am rejecting this response because:
    An email was provided just to escalate the issue. This was already done before submitting the complaint to the BBB.
    There is no address to send directly a complaint to Visible. 
    This is just a divert from responsibility and no further contact info is posted anywhere on the web to address Visible directly.
    Their personnel refuses to provide a physical address as well.


    Regards,

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

    Business Response

    Date: 08/02/2024

    P.O. Box 10
    ****************-0010
    August 02, 2024
    Better Business Bureau of **********
    **************************************** Rd. Building A, Suite 202
    **************************
    RE: Complainant: *********************************
    Complaint Number: 22083140
    Dear Ms. ********************** you for contacting *************** of Executive Relations regarding ************************************* complaint. In her/his complaint,
    received on August 2, 2024, ******************** is requesting a $25 credit to satisfy an online promotion that was being offered.
    Upon further review, weve determined the customers concern should be addressed by our Visible team. Per BBB guidelines,
    please forward ************************************* complaint to the appropriate ******* Team.
    Email: **************************************
    We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
    Sincerely,
    *******
    Executive Relations Analyst

    Business Response

    Date: 08/15/2024

    Please see attached for resolution details.

    Customer Answer

    Date: 08/16/2024

    I have 4 lines within the same plan with ********* Visible. I received the offer:Step up to premium wireless with code 10FOR5 1Log into your account and go to the overview page.2In Service and Plans?, click Switch Plan and choose Visible+?.3Enter code 10FOR5 at checkout when prompted, click Apply," and you'll see the discounted price in your car I followed instructions, code did not work.I chat with Visible, and they tell me for NEW customers only. I say I got offer in two different email accounts. Their response: sorry.They gave me all reasons not to honor their offer. I have 4 lines with them. I want them to honor their offer.

    Business Response

    Date: 08/29/2024

    Please see our attached response to the BBB complaint.

    Customer Answer

    Date: 08/29/2024

     
    Complaint: 22083140

    I am rejecting this response because: I receive the same offer in all my 4 accounts.
    There was nothing that said:

    1. this is for new customers only.
    2. This is for this account only.
    3. ALL my 4 accounts received the same email, each prompting me to use the promo-code CHAMP.
    4. True: **** emailed me giving a link to verify my account. The link did NOT work.
    5. False: I was given a DEADLINE of 24 hrs to respond, or the case would be closed. I responded. BUT, more than 48 hrs later, and after me asking for an answer, I was told "to keep waiting" for an answer.
    6. VISIBLE is modifying the information and not holding to the truth.


    Sincerely,

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

    Business Response

    Date: 09/04/2024

    Please see the attached response to the BBB rebuttal.

  • Initial Complaint

    Date:08/16/2024

    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.
    Visible offers, on paper, a "Visible+" that advertises that you can connect more than 1 device to your mobile hotspot. However, myself and other users have been unable to connect more than one device to mobile hotspot using Apple products. Visible blames Apple, but these phones can be used on other carriers to the desired effect of connecting multiple devices. So it is specifically a Visible issue.

    Business Response

    Date: 08/23/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:08/15/2024

    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.
    I placed order #******** and then changed my mind and attempted to cancel the order. I was informed that it was too late to cancel but to refuse delivery and I would receive a refund as soon as the order was returned to you. I did that and the order was delivered back to you on 08/09/2024. The tracking number for the return is ****** ************ I paid with ****** and my loan is still showing as active. Please cancel and refund my Affirm loan for this order as it has been returned.Thank you

    Business Response

    Date: 08/23/2024

    Please see our attached BBB response.

    Customer Answer

    Date: 08/23/2024

     
    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:08/14/2024

    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 started a new phone service with visible and purchased an iPhone 14 through their company with affirm payment plan. I requested a number transfer from ******* to visible - which worked for a few days. After 5-7 days of service my phone went on SOS and this is when all the problems started. I reached out to customer ********************** (which is only a chat function, they cannot escalate issues and call people). Additionally, I understand they have NO customer ********************** calling capabilities. It also appears the customer ********************** is AI bots or outsourced to people who do not understand phone plans, porting, English, etc. After hours each night of requesting them to fix my phone number port - they continuously just said ***** hrs, this went on for 7 days (during that time I had no phone number, no way to reach them Other than chat, couldnt escalate the issue any further and no one was explaining anything to me). After 7 days they finally fixed my number, but by this time I was finished and this is not a reputable or reliable company. Im now requesting a refund but since Im a few days past the 14 day **** (which I wouldnt have been if someone helped me and answered me properly in time), they will not accept my refund.Their customer ********************** seems fake. I have had multiple conversations and the dialogue appears they dont understand the issues or can actually ever help. Then they send you to a supervisor who has the same responses.. I just want to return this phone for a refund and cancel my service and Ive only been with them for ***** days, Im only a few days past the cut off. This is unacceptable customer **********************, especially for something as important as our phones.

    Business Response

    Date: 08/23/2024

    Please see our attached response to the BBB complaint

    Customer Answer

    Date: 08/23/2024

     
    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:08/14/2024

    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.
    About 2 weeks ago I switched from ******* to Visible. There was a problem during the transfer of my cell phone number so last week my service attached to the number was disconnected. Since then, Visible has been completely useless in keeping me informed as to what is happening or when it will be resolved. I get emails from someone named ****** that only state "we're working on it [whatever 'it' is is never explained]" we'll send you an update in either 4-24, or ***** hours. Then yesterday, 8/13, having been on their chat (they don't have emails or phone numbers), Visible's agent directly told me, guaranteed to me, that the issue would be resolved with in 24 hours. Then today, 8/14, I received another form email from ****** stating it would be ***** hours for an update. They are now actively misleading and lying to me. All the while it's almost impossible to function in the world without an active cell number. I can't access my online banking, I can't even sign in to my work email, because it requires two factor authentication. I can't even switch back to ******* (I tried that already) or any other mobile provider because Visible essentially is holding my cell number hostage, all the while charging me $35 a month for nothing.

    Business Response

    Date: 08/21/2024

    Please see our attached response to the BBB complaint

  • Initial Complaint

    Date:08/13/2024

    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.
    Im disappointed in Visible as a fairly new customer. I was shocked when they disconnected my service on the same day at midnight. Typically, companies offer a ***** period of at least 24 hours or a few days to allow customers to make payments, understanding that things happen. To make matters worse, I was supposed to receive a $25 discount, which I never got. Visible then has the audacity to disconnect my service without resolving this issue.Visible's actions contradict their claimed commitment to caring about customers and their lives. The disconnection, combined with my recent chat with agent *****, has left a sour taste. ***** was extremely rude, lied, and failed to help. He shifted the blame, stating I chose to pay at the last second, and claimed Visible gave me extra time since I could have paid three days before the due date. This response was insensitive, as Visible and ***** failed to consider the challenges people face. Not everyone can afford to pay early.I believe *****'s behavior and performance warrant investigation. I can't be the only customer who has experienced issues with him. His rudeness, dishonesty, and lack of empathy are unacceptable and may be indicative of a larger problem within Visible's customer ********************** team. I urge you to look into this matter and take necessary actions to ensure customers receive the respect and support they deserve.Visible's policies and customer ********************** fall short of their claimed values. I expect a more empathetic and flexible approach, especially during uncertain times. As a customer, I deserve better. I demand a resolution to this issue, including the restoration of my service, the application of the promised discount, and a formal apology for the poor treatment I've received.

    Business Response

    Date: 08/22/2024

    Please see our attached response to the BBB complaint.

    Customer Answer

    Date: 08/22/2024

     
    Complaint: 22133180

    I am rejecting this response because: ******** response is incorrect. The agent requested the promo code, which I could not recall from several months prior. My complaint remains valid, and my concerns have not been addressed. Since the business refuses to do their due diligence, no further response is needed.

    Sincerely,
    Jakyra 

  • Initial Complaint

    Date:08/12/2024

    Type:Sales and Advertising 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 deactivated my Visible account and ported it to another carrier. But on the same day, I realized the other carrier had some issues I could not accept. I contacted Visible to transfer back with my original phone and number. I tried to create several new accounts but all failed. The customer ********************** from ******************** took more than 5 hours to check, and finally, they got back to me, saying that one phone would be locked for a 120-day cooling down period before being used again. This is unbelievable and really annoying. I did not find any link or statements on Visible service terms about this. I have not met a situation in which a business refused their customers.

    Business Response

    Date: 08/20/2024

    Please see our attached response to the BBB complaint. 

  • Initial Complaint

    Date:08/11/2024

    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.
    Every 5th of the month starting January 5, 2024, I have been getting charged $40 a month from visible wireless (accumulated to $320 altogether) and they will not cancel the subscription although I never activated the phone and returned the device the next day. I went to my bank as well, putting a force stop to it and changing my debit card information but am still getting money taken out of my account. The temporary phone number they gave me is the number they need to verify my account with and after discussing that it was not a valid number, they refuse to go any further deleting my account or canceling the payments. The bank has reimbursed me $160 out of the $320 that Visible has taken from me

    Business Response

    Date: 08/21/2024

    Please see our attached response to the BBB complaint

    Customer Answer

    Date: 08/21/2024

     
    Complaint: 22125623

    I am rejecting this response because:

    After talking to executive relations from Visible, I displayed my concerns of an auto payment going through my bank account while I didnt activate the service and returned the phone the day after I received it. They claim they cant cancel the auto pay due to the fact that I no longer have the original debit card on file. I requested a new debit card with different numbers in hope it would cancel the payments but the payments are still going through. Very disappointed in this service provider.
    Sincerely,

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

    Business Response

    Date: 08/29/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:08/10/2024

    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.
    Ordered their unlimited plan for $20. Tried 10 e **** and nothing worked. Spent hours on the phone and chat box trying to get the phone service working. They made me factory reset my phone and nothing worked. Then over the course of 14 days they sent multiple SIM cards out and more phone calls lasting 2 hours each trying to get the service to work. The service never worked for even a second. I asked for a refund and they told me no that Ive had service which I never did. I want my money back. These people arent ready to be a stable wireless company

    Business Response

    Date: 08/20/2024

    Please see the attached response to the BBB complaint.

    Customer Answer

    Date: 08/20/2024

     
    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,

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

Visible Service, LLC is NOT a BBB Accredited Business.

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