Business Profile
Telecommunications
Visible Service, LLCThis business is NOT BBB Accredited.
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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 ComplaintThe 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.
Initial Complaint
Date:08/09/2024
Type:Service or Repair IssuesStatus: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.
Recently ordered a Galaxy S23 from Visible and used Affirm to pay for it. My old phone starting working again and I DECLINED the shipment from *** and the new phone was returned to Visible. Visible has yet to cancel the Affirm account that was created and set for auto pay. It has been over a month.Business Response
Date: 08/19/2024
Please see our attached response to the BBB complaintCustomer Answer
Date: 08/19/2024
Complaint: 22111141
I am rejecting this response because:Affirm informed me they are waiting on a response from Visible to confirm the phone was received by them so they can cancel the loan.
Sincerely,
*********************************Business Response
Date: 08/23/2024
Please see our attached response to the rebuttal.Initial Complaint
Date:08/08/2024
Type:Service or Repair IssuesStatus: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.
Visible by ******* took payment from me of ****** u.s. for 1 yr of service i ported my number and then wanted to change my number to another phone after doing so they terminated my service i have 10 months left on my service and they will not refund or change to existing phone or activate my service without purchase of another yr this needs to be reported so nobody else gets robbedBusiness Response
Date: 08/14/2024
Please see the attached response to the BBB complaint.Initial Complaint
Date:08/08/2024
Type:Delivery IssuesStatus: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 4th Aug, I ordered a new *** card from visible and I got the notification that it was delivered on 7th. I could not find the package and contact Visible for help. They told me I would get a solution within one hour of either helping me find the package or sending a new one. I DID NOT get any follow up about talking about the final solution then. I finally found the package myself, and I talked with agent to cancel the new order as I found out they send me a new one WITHOUT notifying me or asking for my approval. I asked them to cancel the new *** card at about 9 PM on 7th, and they said they would. They DID NOT! I received email of new *** card being ready for ship at 8 AM on 8th....... At the same time the first *** card lost service at all. I talked with visible again to try to cancel it, as I need to use my phone. They said they could not (although the package was not even given to *** yet, so still in their hand). But they promised that I would get the delivery on 8th. Then I talked with them again to adjust the signature required service with *** as I do not have a working *** card how can I get to know when the *** people are here? They refused.... and I checked about the delivery time, and they told me the package is still in their hand so I will only get it tomorrow, which is 9th.I spent 5+ hours dealing with visible, and tricked by them 3 times. They told me they would cancelled the second order but they didn't. They sent another card and cease my service without my approval. They promised I can get the new one today but in fact I could not. What's worse is I do not have any *** card now and I need to work with my *** card... Now I have to stay at the home the two whole day to wait for the *** card and sign. Visible did nothing helpful, but the irresponsible and careless stoped my work for two days or even more if I cannot get it successfully tmrw. I need the compensation for all stupid hour I trying to talk with them and my two days ****** up.Business Response
Date: 09/09/2024
please see our attached response to the BBB complaint
Initial Complaint
Date:08/08/2024
Type:Sales and Advertising IssuesStatus: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.
Visible was running a promotional $100 gift card to members who have made 28 payments. They claimed I had not made 28 payments when I demonstrated that I had made more than 28 payments. I have been a customer since July 2021. I tried reaching out again in August 2024. They are telling me the same thing. I have sent screenshots of my first billing cycle in July 2021.Business Response
Date: 08/16/2024
Please see our attached response to the BBB complaint.Customer Answer
Date: 08/16/2024
Complaint: 22112362
I am rejecting this response because the business claim is false. I sent the requested code on the 14th and 15th. It's not my fault they are incompetent and can't open emails.
Sincerely,
***************************Business Response
Date: 08/23/2024
Please see our attached response to the rebuttal.Initial Complaint
Date:08/07/2024
Type:Sales and Advertising IssuesStatus: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 8/6/2024 I received a text alert suggesting my account or payment method had been saved. I do not have an account with the company.Business Response
Date: 08/13/2024
Please see our attached responseInitial Complaint
Date:08/06/2024
Type:Service or Repair IssuesStatus: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 pre-owned like new phone through visible and when I received it, I realized it had trouble charging. I reached out to visible and the two options they gave me was bring it in to apple to have it fixed or trade it in. As someone who just bought a new phone I did not want to pay more money. So the only other option I was given was trade it in. I got the new phone and traded that one in. I was never told that I would still have to pay for both phones even though I only had one of them. I reached out to visible three times the first two times I was told that that the other account on affirm would disappear and the last time I sat on the chat for over an hour for them to tell me because it was a a trade in I would still have to pay it off and to reach out to affirm about it.Business Response
Date: 08/14/2024
Please see our attached response to the BBB complaintCustomer Answer
Date: 08/14/2024
Complaint: 22103690
I am rejecting this response because: visible did not handled this correctly. They sold me an defective phone that did not charge even though I tried to return it within two weeks and never once said that was possible and directed me to either go to apple and pay to get it fixed or to trade it in without telling me I would be responsible for both phones.
Sincerely,
*************************Business Response
Date: 08/21/2024
Please see our attached response to the BBB rebuttal.Initial Complaint
Date:08/06/2024
Type:Product IssuesStatus: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 recently just payed for visible. I've had issues in the past but overlooked it because cheap price. Well Today all I did was ask them for a port outpin. I didn't submit anything. I didn't ask for any other stuff. I never said I was going to cancel my service. I just wanted the port out pin. Because, in the future I was going to go with the xfinity. Since that's what I had my internet provider with. Then all the sudden, I see that my account was terminated. Meaning I had no more service with visible even though I just paid them and my time wasn't up with them. I contacted support and for about 4 hours straight. I was given the reach around saying. That they can't do anything because the numbers already ported and because they're no longer going to have my account on file and I asked them. I go I never requested you to terminate anything I just asked for a port out pin to prepare for the future, I never asked you to terminate my account or do anything of the sort and if this is the case can you fix it or refund me? They couldn't fix it, nor did they decide to refund me. I asked them why they couldn't and they said well, it just wasn't available on my side to be able to refund me for the time I have remaining. So basically I spent 5 hours of my night with no internet service and I use my phone specifically for my job as well.So I was not able to work at my job and be able to do stuff on top of not being able to get my service reactivated again either. So basically all because I asked for some information.They decided to terminate my account and then not refund me for any of the time left.I had on my contract or tried to fix my issueBusiness Response
Date: 08/13/2024
Please see our attached response to the BBB complaint.Initial Complaint
Date:08/02/2024
Type:Product IssuesStatus: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.
In May of 2024 I noticed Visible was advertising free cellular service with a smart watch if you are with the Visible+ plan which I was already on. This is normally a ten dollar value. Visible + is $45.00 per month. I signed up for the cellular service on my watch as it was advertised to be free with the visible+ plan. However, they charged me for the months of May (a prorated rate), June and July. I e-mailed them in June 5th 2024 asking for a refund to correct the mistake. I never heard back. I spoke to a representative on August 2nd at about 1530 who stated that there is an "old visible + plan" and a "new visible + plan." This was news to me as there was no advertisement about an "old visible + plan" nor a "new visible+ plan" on their websit. There was only a "visible + plan" and a "visible plan." I signed up for the additional cellular service expecting not to be charged the additional ten dollars.On trying to reason with them, they offered me only a one month refund but not a full refund. They are now offering to switch me to the "new visible+ plan." Even today, the website only offers a "visible plan" and a "visible + plan." There is no mention of a "new visible + plan" vs. an "old visible + plan." I would like a refund of $24.95 and to be on their "new visible + plan." So far, they are only willing to refund ten dollars and add me to the "new visible + plan." I would also like them to advertise on their website all the different plans they have and not use deceptive marketing.Business Response
Date: 08/08/2024
Please see our attached response to the BBB complaintInitial Complaint
Date:08/01/2024
Type:Service or Repair IssuesStatus: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 from Visible on July 1, 2024 via Visible's "Payback Program", which promises bill credits for the price of the phone (which was approximately $95 after tax). Upon receiving the phone and activating I tried to port in my old number but was having issues. Upon contacting Visible's support they said I need not worry about porting and assured me that the payback promotion would still apply. Fast forward a couple of weeks and I notice a bill in the amount of $25 is due in August 2. I contact Visible's support again and I am told not to worry that the promo is being applied and I will see it in my account within 7 days. This morning (August 1) I contact support again because I am receiving texts and emails that the bill is due tomorrow and the promo/credit is still not displaying in my account. At this time they tell me I just need to port in my old number and it will resolve, as I have 1 more day to do this. Moments later the support agent types that it's actually one day too late and there's nothing they can do. I contact them again and after waiting 30 minutes for them to find a resolution, they offer only a $5 bill credit. They also say it's too late too return the phone.Business Response
Date: 08/09/2024
Please see our attached response to the BBB complaint received.Customer Answer
Date: 08/09/2024
Complaint: 22077423
I am rejecting this response because:The email I received today, August 9, stated I had 24 hours to respond. Only a couple of hours later, Visible closed the case .
Sincerely,
*************************Business Response
Date: 08/16/2024
Please see our attached response to the BBB complaint.Initial Complaint
Date:07/31/2024
Type:Product IssuesStatus: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 29th I signed up for a wireless plan through visible at the cost of three hundred and ninety five dollars for a one year plan. Immediately after activation I discovered that the signal was so poor in my area that I could not make or receive phone calls. Over the next forty eight hours I attempted to troubleshoot the issues with visible agents with no success. I then asked for a cancelation and refund of my payment to which they refused. I have now spent multiple hours on their chat with multiple agents trying to get my money refunded for a service that cannot be used.Business Response
Date: 08/09/2024
Please see our attached response
Visible Service, LLC is NOT a BBB Accredited Business.
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