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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.
  • 185 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:04/16/2024

    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.
    On March 17, I paid Visible $666.74 for a phone. They said it would be a two day delivery. I gave them my correct address. They shipped the phone to the wrong address. They changed the address to ********************. This was not what I gave them. When the shipper could not deliver the phone Visible had the shipper return the phone to them. They received it back on April 2. They told me when they got the phone back they would refund my money. As of April 16 they have not refunded the money. They keep telling me they will refund my money but I have nothing. I did not even get to see the phone. I am a senior citizen on a fixed income. I feel like I have been scammed out of my money. I would appreciate anything you could do that would help.

    Business Response

    Date: 04/25/2024

    Please see our attached response to the BBB complaint. 

     

  • Initial Complaint

    Date:04/14/2024

    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.
    A person I did not know signed up for this service using my name and email address. The phone number and address on file are totally different to mine, and unknown to me. I attempted to reset the password using my email to delete the account, but their password reset systems did not work, or would only send a reset link to the phone number of the unknown person who created the account. After contacting their customer **********************, it took hours to talk to a real person over the phone who said they could do nothing as the email was not verified on the account. This was obvious, as it was my email and I did not sign up for their service.I repeatedly asked for Visible to not contact me, to delete the account, or to remove my email address, but they have refused any solutions or to provide me any information. I repeatedly tried to tell them that another customer mistakenly used my email address, which they do not have access to, or that someone was maliciously using stolen information to purchase prepaid phones. They continue to send me marketing emails and account updates despite me unsubscribing and notifying them.I have been notified that someone made order #******** using this account.

    Customer Answer

    Date: 04/16/2024

    I was reached out to by ****************** of the Visible Exec Relations. She told me that they opened a fraud investigation into the account, found it to be fraudulent, and closed the account permanently, as well as added my email to a blacklist. This is a satisfactory resolution to my issue.

    Business Response

    Date: 04/16/2024

    Please see our attached response to the BBB

    Customer Answer

    Date: 04/16/2024

     
    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:04/13/2024

    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.
    In January 2024, I purchased a new Iphone 14 from Visable for $1101.03. I pay $30.58 a month for the phone and $35.00 a month for unlimited talk and data. On April 11, 2024 Apple updated their system with version 17.4.1. After that update, my phone lost all ability to make or receive calls or text. The 2 most important things for a phone. I could only chat with Visable as they do not have a call in phone line. Multiple reps tried changing my esim multiple times before my case was escalated. They checked my phone on their end and found no problems. I received a call late that night from a woman supervisor I could barely understand from her accent. But I received no follow up calls or emails on Friday the 12th. I took the phone to an Apple repair shop near me and they also ran diagnostics and found no issues with the phone. They spoke with Visable and changed the esim, but the phone will not connect to the network. I have had to get a physical sim card and plan so I could use my old phone in order to have a fully working phone. At this point the Visable plan and phone are useless. I would like to return this phone and end their service.

    Business Response

    Date: 04/19/2024

    Please see our response attached

  • Initial Complaint

    Date:04/11/2024

    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 purchased a **** card and phone service from Visible by ******* in Oct 2023. After spending multiple days trying to get service It never worked. I didn't have a phone for several days. I then had to switch to mint mobile which worked right away. All I want is my money back. I sent an email requesting a refund, but never received a response.

    Business Response

    Date: 04/04/2024

    April 04, 2024

    Better Business Bureau of **********
    1262 ********** - ******** Sq. Rd. Building A, Suite 202
    **************************

    RE: Complainant: *********************
           Complaint Number: 21524769

    Dear Ms. ************************** you for contacting *************** of ********* Relations regarding ************************* complaint.  In her/his complaint, received on April 4, 2024, ************************* expressed concern that the Visible SIM card did not work and requested his money back.

    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,
    Walid 
    ********* Relations Analyst

    Business Response

    Date: 04/19/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:04/07/2024

    Type:Sales and Advertising 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 3/21/24 I received an email stating my trade in cell phone had been received and my $100 trade in credit would be issued to my method of payment of my new phone within in three days. I still have not received my trade in credit, despite contacting this company on three occasions and verifying my email address for a virtual gift card. This company continues to tell me that a virtual gift card has been sent to my email. I have informed them over and over that I am not receiving the emails. Tonight, I requested that my credit be issued to my debit card on file and they refused. This company does not correspond with customer via email or phone. Customer ********************** is awful!

    Customer Answer

    Date: 04/12/2024

    Miraculously ,on 4/10/24 I finally received the long promised email containing the virtual gift card for my $100 trade in credit. I firmly believe has I not filed this complaint, I never would have received. 

    Customer Answer

    Date: 04/12/2024

    Miraculously ,on 4/10/24 I finally received the long promised email containing the virtual gift card for my $100 trade in credit. I firmly believe has I not filed this complaint, I never would have received. 

  • Initial Complaint

    Date:04/06/2024

    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.
    I want to cancel my Visible.com account and have my data completely removed from their system. Before signing up they gave no warning that an account with ****** or Apple would be required to activate a phone and I do not want to open an account with either company! In addition, Visible put in automatic payments and I want to be sure that has been canceled. There is a manage payments button that doesn't do anything, there's no easy way to just delete your information and cancel everything and the chatbot "connai" has been a useless time-waster. Please help me cancel this nightmare account and have all my data and personal information removed from Visible.com.

    Business Response

    Date: 04/15/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:04/04/2024

    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.
    On about 2/13/2023 I purchases a Galaxy Flip 4 phone through Visible. It was financed for 24 months same as cash through Affirm. I recently broke the phone and the insurance company requires a copy of the purchase receipt. Affirm only has the loan information. Visible has purged our account since we discontinued using their service. They are telling me that after a year the information is no longer in their system and can not be accessed. I believe they have the records, even if they are no longer accessible online. It is impossible to talk to a person or anyone higher than a chat person.

    Business Response

    Date: 04/12/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:04/04/2024

    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 Wireless is absolutely sabotaging me and not letting my activate my phone. About a week ago I lost my phone and don't have access to my email. Visible refuses to let me access my account even though I have given all of my account info and payment info. They won't even let me cancel my plan because to do that I have to verify my account via email which I don't have access to. I've now been paying them for weeks and I have no real way of rectifing or fixing this because they refuse to service me or help me. They also don't have a customer ********************** line and are taking my money with servicing my actual account. Please advise and help

    Business Response

    Date: 04/12/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:04/04/2024

    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 returned the phone almost 2 months ago and they yet to refund me. Every time I contact I get told that I'll be refunded later that same day but I haven't gotten my refund yet. I was told it would take 2 weeks after delivery to receive refund but nothing yet. I am tired of waiting.

    Business Response

    Date: 04/10/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:04/03/2024

    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.
    I am being charged on an account that has no phone on it. I could not get into the email address that was used so I had to create a new account. The account that has no phone connected is #************. Since I am unable to verify the account with the email address no one at Visible will help me. I even verified the other account fully and the *** for the phone that is connected. I have spent hours trying to get this resolved with them. They refuse to help me and told me to file a claim with my bank. I advised them that they will continue to bill me every month no matter what I do. I am tired of spending hours of my time with no resolution. It's horrible to not be able to speak to anyone regarding this and being told dispute the charge every month with my bank. I want my money back for the double billed each month. So far, I am owed $25 for two months. This cannot be legal and I should not be billed for an account that has no phone attached to it. What are you billing me for? I have no service on that account. Please refund me and cancel the account I have provided.

    Business Response

    Date: 04/11/2024

    Please see our attached response to the BBB complaint

Visible Service, LLC is NOT a BBB Accredited Business.

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