Telecommunications
Visible Service, LLCThis 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.
- 185 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:07/08/2024
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 promises to overnight a phone once you sign up for their services and purchase a phone. Visible didn't send the phone out until 24 hours after I had made the purchase on 5/16/24. The phone didn't arrive until 5/22/24. Because it took so long for the phone to show up, I went to my local ******* store a purchase a phone. So, once I finally received the phone on 5/22/24, I immediately returned it and canceled my account. ******************** did refund the amount for the phone, but charged me $395 (a year's worth of service) without ever using the phone or service. Visible has no customer care number. Instead, you have to talk with someone via their online chat. I don't want to be mean, but due to the sentence structure, you can tell that the customer care team isn't state side. Additionally, the customer care reps that I spoke too have very limited ability and couldn't help escalate my issue to a manager.I would not recommend this company because the customer care is close to nonexistent and I believe that I was charged $395 either maliciously or mistakenly.Business Response
Date: 07/15/2024
Please see the attached response to the BBB complaint.Initial Complaint
Date:07/05/2024
Type:Service or Repair IssuesStatus: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.
Visible has a hidden no forfeit policy located in their terms which are not displayed in any email during service activation and not clearly stated by the plan. They also have a resume from cancel policy within *************************** the policy that can restore the service back to its original state with the remaining months. I paid $395.00 for 1 year of service and had it for less than 30 days. The company is refusing to either let me come back and reinstate my service with my remaining amount or refund it prorated. I spoke to two reps on the same day. One told me it was possible and asked me for my SPI to port the number back and I lost the chat.Business Response
Date: 07/10/2024
Please see the attached response to the BBB complaintCustomer Answer
Date: 07/10/2024
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:07/05/2024
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 purchase an Iphone 15 from Visible where they promised a $200 gift card of my choice after 3 payments. I have been in contact with them 5 times trying to get them to do what they said. They state that the gift card has been sent to my email twice. I never received the email either time. The email is supposed to be coming from *************************** I have looked at my junk email for the two dates of 6/15 and 6/24/24 that they state the emails were sent, but it is not there. I have spent about an hour and a half each time I contacted them chatting online. The last contact was today and the *** told me to contact my email provider to see why I was not getting the email with the $200 gift card. I called my email provider today, mctvohio.com and they looked at the spam and did not find any blocked emails there.Business Response
Date: 07/12/2024
Please see the attached response for the BBB complaint.Customer Answer
Date: 07/12/2024
Complaint: 21946044
I am rejecting this response because: Although they state that Blackhawk has reissued the $200 gift card, supposedly for the third time. they have stated that Blackhawk has issued this gift card twice before. Neither time have I received the gift card. ****** stating that they have sent it, does not mean that I have received it. They always state in their responses that it takes 3 to 5 days to issue the gift card. I contacted my email provider and their tech team reviewed all of my emails for the month of June, including spam, and said that there was no email containing a gift card from Blackhawk or Visible. There is no amazon gift card in my email as of this morning when they say they have sent it.A simple option would be to mail a physical gift card to me or to send it to my gmail address.
Sincerely,
*************************Initial Complaint
Date:07/04/2024
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 keep losing service regularly but this company seems intent on not allowing us ways to contact them. They have NO workable phone and their website doesn't work when they cut off my service so I can't contact them and when I can they usually just end the chat instead of fixing the issue and claim I have to wait 48 hours and then I'll get an email. I NEVER get an email or phone call from these people and they NEVER EVER fix the issues I have. Currently I have NO internet service and it turns off and then goes out for hours and been doing this for the last two weeks but visible doesn't want to fix the issue or even address it apparently so either they fix it or refund me every single dime I've ever spent with them because ive had enough of not getting the service that was promised. They're taking advantage of those less fortunate and it needs to stopBusiness Response
Date: 07/16/2024
Please see the attached response to the BBB complaint.Initial Complaint
Date:07/03/2024
Type:Service or Repair IssuesStatus: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.
Visible account ******************* I have been trying to port my number with visible since 28 June 2024. A case is created after the last is closed multiple times saying the issue is resolved but its not. I now do not have a phone to use and my original number is important to me.Customer Answer
Date: 07/05/2024
My issue was resolved by the company finally resetting my account back to start of the activation process. My phone is now activated and working on my original number.Initial Complaint
Date:07/03/2024
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 switched to Visible annual from a major carrier. There is no service in the area where I live the most or domestic roaming! I asked the agent and he promised after providing my home address that I would have service. I have no bars and have went through troubleshooting. The map doesnt even say I have service which he said I would have domestic roaming in the area and checked. I want a refund and to port my number out asap! I have been chatting with no luck at all!Business Response
Date: 07/11/2024
Please see our attached response to the BBB complaint.Initial Complaint
Date:07/03/2024
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 May 20th, 2024 I paid my monthly Visible bill prior to the due date of May 25th, 2024. Later that same day of May 20th, 2024 I was offered a better monetary deal for cellular services from my internet provider. I accepted the new deal from my internet provider on May 20th, 2024, five days prior to my Visible bill that was due on the 25th of May 2024. I contacted Visible three times to request a refund for my bill that was paid prior to the due date and also because I cancelled my Visible service on 05/20/2024. All five days before the due date. I have contacted Visible three times to have them refund my last payment. The first time I was told it would be refunded within five days, it wasn't. The second time I was told it would be refunded within seven days. The third time I was told Visible refunded the money and it must my banks fault I have not received the money, Also it could take up to 10 days for the refund to post. It is well past the 10 days and still no refund. I checked with my bank and the have not received a credit to my account from ********************. This is a Visible issue not my Banks.Business Response
Date: 07/11/2024
Please see our attached response to the BBB complaint.Customer Answer
Date: 07/16/2024
Complaint: 21935857
I am rejecting this response because:
When I signed up with Visible for my Mobile Services, they were what I wanted and provided the service I needed without any issues. It was when I left, one single issue arose that took a lot of my time and effort to resolve.I paid my monthly bill prior to the due date and then cancelled my service also prior to the payment due date.
I had numerous chats and yes phone calls with Visible trying to have my last payment refunded. I was told it would be refunded within 5 days, the next time it was 7 business days. After that I was told it could be 7-10 business days and to check with my Financial Institution. I started a new chat which transitioned to a phone call. I was told again it could take 10 business days and that the refund had been sent to my Financial Institution the last time I had talked to a Visible representative.
Needless to say, Visible never refunded my early payment until I filed complaints. In my opinion Visible representatives are either poorly trained,incompetent or it's intentional. If they are poorly trained Visible needs a complete review and overhaul of their employee training program. If they are incompetent Visible needs to restructure the department hiring people that aren't qualified. Last if it is intentional how many people walk away because they get frustrated with the process and decide it's not enough money to be worth the effort. If it's the latter how much money does Visible and ******* by proxy collect that in actuality doesn't belong to them? In the end these are just my opinions, I really have no idea why it was so difficult for Visible to refund my money. Perhaps Visible could give me a believable explanation?
For the quality of Visibles cellular service I would give them a 5 out of 5.It is as advertised. For Visible's customer ********************** I would rate them a 0. For the time and effort, it took me to resolve the refund issue with Visible I would rate them another 0. A simple thing should not be this difficult.Overall, I would give Visible a 0. Its not just the quality of the cellular service but the complete package that Visible is offering to customers. For this, in my opinion ******************** fails miserably.
Sincerely,
***************************Initial Complaint
Date:07/01/2024
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.
April 30th I purchased a phone and paid for one year of service for my mother (*******) through Visible by ******** I spent $454.74 on this phone and when the service was activated $275 for one year of service. The case number I've been working through is ******** This phone has been hacked and is not usable. My mother's bank accounts are compromised. Anything that was signed on to the phone is compromised. I don't know how this person got into the phone. I don't know if it has anything to do with the service, but I would assume everything needs to be deleted. I figure I'm likely out the money for the phone, that I can understand. I did inquire if I could receive any type of refund since I prepaid for a year and they said no and stated that we have "exceeded the usage of service" and it is not eligible for refund. I asked repeatedly what this means as I paid for an unlimited plan and was not given an answer. They said that once I got the phone fixed they could re-instate the service for the time that it was not used. The service still says active even though I did ask for the account to be closed.I'd love a refund for the services not used but the money is not my main issue. The person who has hacked the phone has access to the app, which has MY payment method on it. The website does not let you take your payment method off. I asked for my payment information to be taken off the account. They would not do so. This person has access to my payment information still at this time. I asked for the account to be closed. They would not do so. I asked to change the email address associated with the account at least to deter this individual from gaining access to my payment method and they said they would elevate the complaint.THIS COMPANY IS NOT TAKING CYBER SECURITY SERIOUSLY. My payment information has been, and continues to be compromised due to their lack of effort in helping me to secure this account. This isn't acceptable in this day and age.Business Response
Date: 07/10/2024
Please see our attached respones to the BBB complaintInitial Complaint
Date:07/01/2024
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.
When I switched my mobile service to Visible I traded in my old phone. They had me mail it to Assurant who received my old phone on Dec 6, 2023. Evaluated the phone on the seventh and was going to issue me $100 gift card. To this day no one can help me. I have yet to receive the gift card from the company they say will issue it, Blackhawk rewards. After numerous contact with Visible no one has been able to help me.This is my old phone IMEI # ***************, Make and model Apple iPhone 8 Plus 64GB - *******Business Response
Date: 07/10/2024
Please see our attached response to the BBB complaint.Initial Complaint
Date:06/29/2024
Type:Service or Repair IssuesStatus: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 May 17 I traded in my iPhone 13 Pro **** I did not receive the return shipping label so I contacted Visible. They sent me a new label on 5/22 which I promptly turned around shipped the phone back to them. **** tracking shows the phone was delivered. Been back and forth, first they didn't receive it (proof they did), then it was damaged (it wasn't), then Find My Phone was on (proved it wasn't), now once again it's damaged. However, in the chat with them, they talk in circles that first they will ship the phone back but later in the same chat, we don't have your phone. I have to put in a claim with ****. Can't do that, the phone was delivered. So I'm stuck paying for a phone I do not have. I can't get any resolution at all with them for over 10 hours of chat and 2 hours actually talking absolutely no resolution.Business Response
Date: 07/09/2024
Please see our attached response to the BBB portal.Customer Answer
Date: 07/17/2024
I'm sorry for the delay in getting back to you. Yes it has been resolved to my satisfaction.
Thank you for your help in this matter, it is greatly appreciated.
*******************
Visible Service, LLC is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.