Telecommunications
Visible Service, LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 1,239 total complaints in the last 3 years.
- 182 complaints closed in the last 12 months.
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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:03/19/2024
Type:Billing 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.
Yesterday 3/18/2024 I wasted over half an hour of my time on chat with 2 people at Visible trying to correct 3 monthly unauthorized new charges of $37 each to our credit card in ADDITION to our authorized $25 monthly charge weve paid for years. The unlawful $37 charges did not even appear on my Visible account. But they were charged to the same credit card Visible charges monthly. The Visible chat agents did NOTHING to help and didnt even seem to understand the issue that I communicated clearly a number of times.To make things even worse, Visible fails to provide any contact phone number or email address to resolve their unlawful charges.I filed disputes with my credit card.Customer Answer
Date: 03/19/2024
My Visible phone number (account number) is ************.
Unauthorized $37 charges by Visible to my credit card occurred 1/20, 2/19 and 3/18 as I communicated to the Visible chat agents yesterday.
Business Response
Date: 03/29/2024
Pleases see our response attached to the BBB complaint.Customer Answer
Date: 03/29/2024
Complaint: 21456335
I am rejecting this response because it contains numerous incorrect accounts of what occurred:1. Despite our complete provision of ALL relevant information over a chat with 2 separate agents that wasted over half an hour of our time IN ADDITION to the time wed already spent researching the unauthorized credit card charges, neither Visible agent provided any help whatsoever and repeatedly refused to escalate the issue to someone that might help. Instead they suggested only that we contact our bank!
2. In ADDITION to to time we wasted, our son was on chat with 2 other Visible agents about the unauthorized $37 charges. The first agent lied outright. The second agent finally corrected the three unauthorized $37 charges to three correct $25 charges, refunded the differences, and gave our son a $25 credit as compensation for the errors by Visible and the atrocious lies and customer ********************** by the first chat agent.
3. Because Visible provides no email or telephone contact information, we spent even more time asking a friend to find and contact Visible management via Linked in which FINALLY led to telephone contact that was the first time Visible linked the charges to our son. Wed requested a modest $75 credit for all the time wasted by multiple Visible agents. Visible granted only $25. We informed Visible that $25 was inadequate and closed our Visible accounts. So after many years as Visible customers, Visible lost $600 a year in revenue and caused both of us to remain dissatisfied.
Only if Visible acknowledges these facts as *** stated them as true would we consent that the BBB complaint be closed even though as I explained, we remain completely dissatisfied with Visible.
I do hope they approve Visible improves its inexcusably terrible and disingenuous customer **********************.
Sincerely,
Al and ***********************Initial Complaint
Date:03/19/2024
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 WILL NOT LET ME VERIFY MY ACCOUNT VIA VERIFICATION DOCUMENTS AND WILL NOT GRANT ****** TO THE ACCOUNT OR PORTING OF THE TELE***** NUMBER. I DO NOT KNOW THE ***** USED TO SETUP THE ACCOUNT AND MY ***** WAS STOLEN AND THEN DESTROYED VIA FIRE THEREFORE I CAN NOT USE THE ***** TO GAIN ****** OR ****** THE **** NUMBER. *** REQUESTED TO SPEAK WITH ESCULATIONS OR LEGAL AND THEY WILL NOT TRANSFER ME OR GIVE ME THE TELE***** NUMBER. THEY WILL NOT ACCEPT MY STATE ISSUED ID AS VERIFICATION OR VERIFY WITH ANY OTHER FORMS BUT THE ***** WHICH ANYONE WHO STEALS A ***** CAN DO WITH THE *** ON THE STOLEN *****. I WANT ****** TO MY ACCOUNT SO I CAN PORT THE NUMBER FROM THIS SORRY COMPANYBusiness Response
Date: 03/27/2024
Please see the attached response to the BBB complaint.Initial Complaint
Date:03/19/2024
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 start e visible service in January 2024 with the base tier service at $20 a month with a promotion for 12 months. Later I received a promo code to "try" the visible+ tier at no additional cost. I applied this promotion to my account in February but was charged $45 dollars the price of visible + without promotion. Once I brought this to visibles attention they apologized and credited my account $20 and which should have been $25. I was told the problem was resolved and my credit would cover the next months charges. However I woke up to my phone being disconnected due to lack of payment. The last rep advised the promotion could not be applied to my account as it was expired which is incorrect as it was just recently applied. I also asked to be switched back to the lower tier since they would not apply the promo that I switched to the higher tier for but they refuse until I pay for the higher tier. This is negligence and dishonesty on the part of visible. I would like my account thoroughly reviewed and my services restored.Business Response
Date: 03/27/2024
Please see our attached response to the BBB complaint.Initial Complaint
Date:03/14/2024
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.
Never received Sim card after 7 days sent. ***** told me sent back to sender. I get Amazon here weekly. No phone number to call and poorly trained chat only helpers like **** don't have a clue how to do the job required. Have given all my info and cc info. Believe they probably selling my info to people now.Business Response
Date: 03/22/2024
Please see our response attached to the BBB complaintCustomer Answer
Date: 03/22/2024
Complaint: 21435860
I am rejecting this response because:visible has hundreds if not thousands of complaintants like myself.
They are not telling truths in their response and still to this day have not contacted me except for generic emails.
Sincerely,
*******************Business Response
Date: 03/29/2024
Please see our attached response to the received rebuttal.Initial Complaint
Date:03/13/2024
Type:Product 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.
Joined the company Jan 5th - porting number over. I decided to change email contact on Jan 14th, which was done online successfully. After it successfully changed I can not access my account. Since Jan 14th and changing my email I can not access my account. Have spent hours on chat and/or ******** messenger without any success, trying both phone app or computer.They refuse to take a phone call, they refuse to change the email address on the account. I can verify billing, change billing. I can get a statement from them since I can not access the account.They say the email information, but nothing shows up on my email account.Customer Answer
Date: 03/13/2024
Visible reached out and finally got me access to my account - you can close this complaint.Initial Complaint
Date:03/11/2024
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.
I received several emails last night saying that I opened a new Visible by ******* account. I never opened a Visible by ******* account so someone must have used my email address to open an account fraudulently. ******************** by ******* doesn't have a customer ********************** number that someone can call. I tried contacting the company via online chat but they kept telling me that I had to verify my email before they could do anything. They told me that they were trying to send me emails to verify the email address but I didn't receive any emails (inbox, or junk mail) to verify. I then asked for someone to call me via the online chat. Finally got someone to call me and they told me the only thing I could do was try to contact the person who fraudulently used my email address to open the account and ask them to remove my email address from the account! No joke. Have never experienced customer ********************** this bad in my life. This issue remains unresolved and worried that my email address has been used to create an account with ******************** by *******. Please help get my email address removed from this account.Business Response
Date: 03/20/2024
Please see our response to the received complaintCustomer Answer
Date: 03/28/2024
The fact that they were asking me to verify an account that I never opened is plain absurd. Also, the reason that I was unable to "verify" an account that I never opened is that I never received any emails during verification process. I think that they might send a text message to verify an account, not an email. If that is the case then account "verification" is not possible when someone uses a stolen email address and their own mobile number to fraudulently open an account. Real companies don't ask victims of fraud to verify fraudulent accounts because it doesn't make sense. Also, it appears that there is major weakness in their account verification process noted above that creates a loophole for criminals.Business Response
Date: 04/03/2024
Please see our response attachedInitial Complaint
Date:03/10/2024
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 got Visible by ******* thinking it was *******. I didn't know that it's a different company that is affiliated. Well, first of all, they do not have any human being you can talk to if you have trouble. Yesterday, I opened my phone and the setup went smoothly, but then I started to notice things weren't working right. I contacted customer support through chat, and they told me that although I was within the 14 day return window and bouth the product protection plan, they would not replace my phone. They wanted me to return the phone and have no phone while I waited for them to straighten it out. They make it so difficult, and then their chat screen keeps freezing and kicking me out for timing out when I'm trying frantically to type. The chat bots or customer ********************** people aren't helpful and the company is fraudulent in selling broken phones and then refusing to take them back or replace them. It's a total scam and I cannot believe they're in business.Business Response
Date: 03/20/2024
Please see our respones to the received complaintInitial Complaint
Date:03/07/2024
Type:Billing 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 am being charged for phone insurance, yet when I went to make a claim I was told there is no record of insurance. They had canceled it without my request in error (I have a copy of the chat) They continue to charge me for insurance despite me having a record that I wanted to make sure it was now canceled since they did not cover my repair.Business Response
Date: 03/19/2024
Please see our response attachedCustomer Answer
Date: 03/20/2024
Complaint: 21401895
I am rejecting this response because:My complaint is that Visible charged me for insurance, yet told me it was canceled when I needed a repair.
After I needed to make my repair out of pocket, I told them to make sure it was canceled. I didn't want to continue paying for something.
Not only did they not return my premiums since cancelation, they charged me premiums for 2 more months.
When I "Chatted" with them (you are not allowed to speak to anyone) I was told they could offer a 1 month "Credit" but no refunds for eronous charges.
I ended up canceling and moving service, since I did not trust them to get it right.
Visible's reply was that since I canceled my service, the issue is settled.
I have attached a copy of last email.
Sincerely,
*******************************Business Response
Date: 03/27/2024
Please see our response attached to the BBB rejection.Initial Complaint
Date:03/06/2024
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.
I purchased an IPhone 15 *********** from Visible Wireless on January 29th. The package had supposedly arrived at my apartment however when I checked tracking it said damaged and returned so I had assumed ***** had the package. When I contacted visible about this on February 8th I received an email response telling me that I would have to wait 14 business days for a follow up. Visible has a 15 day return policy meaning that on February 12th I would not be able to return the phone. This was not told to me by the multiple visible representatives I had talked to and was not mentioned in the emails. This meant that while I waited the 14 business days I unknowingly had passed the return policy deadline. On march 4th I received another email by visible telling telling me that they would send me a return label that would be valid until march 11th. Once I had the phone back I contacted them as I had yet to receive the return label and they told me that they wouldnt be able to send me the label due to the 14 day return policy despite them having already told me they would send me one.Business Response
Date: 03/14/2024
Please see our attached response to the BBB complaint.Initial Complaint
Date:03/05/2024
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.
In signing up for a phone from Visible Mobile, I was approved for a $100 trade-in of my old phone. I got a link for a shipping label for the old phone but it led to a blank Visible web page. A customer ********************** "digital assistant," possibly a bot, had me cancel that trade-in, then said I would have to return my new phone and repeat the entire purchasing process to get the $100. That would take hours of my time. It's like a supermarket clerk making me return a basket of groceries because of a glitch in the cash register scanner. As it is, the customer ********************** process (reference # ********) took several hours. This amounts to a bait and switch. They got me to buy a phone and their service, so now they make it nearly impossible to get my $100.Business Response
Date: 03/13/2024
Please see our response uploaded.Customer Answer
Date: 03/21/2024
Just to be clear, I do not consider this complaint "resolved" but I'm fine with it being over. I felt I was owed $100. Visible offered me $50. After so many frustrating hours dealing with this, I was not willing to go to the mat on this issue and simply took the $50. I still feel I should have been offered $100. And while I appreciate the attentiveness of those involved once my complaint reached a certain level, I still feel the company's frontline customer ********************** is absurdly inadequate.
Visible Service, LLC is NOT a BBB Accredited Business.
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