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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

  • 1,239 total complaints in the last 3 years.
  • 182 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:02/23/2024

    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.
    Dear *** or *****, I am writing to inquire about the non-inclusion of my promotional code in my account. I recently ported my phone number to your service and purchased my own device. While attempting to apply the $15 promotional discount to my account, I encountered difficulties. I would be grateful if you could investigate this matter and expedite the resolution. My phone number is ************. Thank you for your assistance. I was told by a representative it would be honor and now I'm speaking with another representative stating that I'm not eligible. I believe that's not fair to me as a customer and when I wasn't a customer somebody ported my number out without my authorization until I finally look into visible. I was interested to see what the services was about

    Business Response

    Date: 03/04/2024

    Please see our response attached.

  • Initial Complaint

    Date:02/23/2024

    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 began signing up for Visible by Verizons services via their app on 2/6/24 and was charged the initial payment, but my service was not activated due to an error. When I tried to complete my sign up, as the app prompted me to, it required me to go through the payment page and pay again before any service could be activated. I emailed their customer ********************** on 2/8 explaining the issue and asking for a refund, and I followed up on 2/16 and on 2/22. I got an automated response each time directing me to the chat bot and saying that my message will be reviewed in 7-10 business days. I have not received a response or a refund and there is no way to activate service without paying again. SCAM.

    Business Response

    Date: 03/01/2024

    please see our response to the BBB complaint attached 

    Customer Answer

    Date: 03/08/2024

    I received an email from Visible late last week. They apologized and issued a refund. Early this week I received the $20 refund. Thank you so much for your help!

  • Initial Complaint

    Date:02/21/2024

    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 canceled my mobile service withVisible In Dec. 2023. They continue to charge me using the card I submitted for Auto-pay.I have spent hours chatting (they have no way to speak to a customer) with no resolution.They continue to charge me for service that I do not have.

    Business Response

    Date: 02/29/2024

    Please see our response attached 

  • Initial Complaint

    Date:02/20/2024

    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.
    Transaction date of 02/20/2024. Paid for and ported number from Sprint to Visible. Visible says port was successful and Im unable to use the service. Customer ********************** hasnt been able to restore my old service or help me fix their service that isnt working. I want my phone number and money back so I can switch to a phone service that works.

    Business Response

    Date: 03/01/2024

    Please see our response attached.

  • Initial Complaint

    Date:02/20/2024

    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: 21286349

    I am rejecting this response because: There is no way to contact this Visible place but by Chat and they don't answer the chat because its fake!!! That's the whole reason I contacted the BBB!!!!!!!!!!!!!!!!!!!!!!!!! What happened to *******!!!!!!!!!!!!!!!!!!!!!!!!!!



    Regards,

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

    Business Response

    Date: 02/16/2024

    Dear Ms. *************

    Thank you for contacting *************** of ********* Relations regarding ********************************** complaint. In her/his complaint, received on 2/16/24, she states she can not get on touch with a agent from Visible.

    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,
    Crystal
    ********* Relations Analyst

    Customer Answer

    Date: 02/20/2024

    I saw an AD for "Visible" by ******** So I signed up. Part of the sign up process was to give them my EIME number. Once I did this and downloaded their APP, then all of the sudden my phone froze and I had to reboot it. I tried to contact them the only way I can on their Website by Chat, but the screen keeps going blank. I called ******* and they don't know what's going on their customer ********************** is Overseas. They took my EMEI number and now they can track me. This was a free trial so I did not give them my bank info. There is no way to contact this company but by chat and they are not responding to me. They just give para phrases.

    Business Response

    Date: 02/28/2024

    Please see our attached response to the BBB complaint 

    Customer Answer

    Date: 05/20/2024

    VSIBLE BY ******* TOOK MY ***** TO START MY PHONE ***** BUT THEY NEVER ACTIVATED MY PHONE SO I ASKED FOR A REFUND BUT DID NOT GET IT,

    Business Response

    Date: 05/21/2024

    Please see our attached response to the BBB  Rebuttal complaint. 

  • Initial Complaint

    Date:02/20/2024

    Type:Service or Repair 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 got an eSIM account with ********************** by ******** They provided me the eSIM which has the service but they cant find my account or my phone number in their records so I cannot receive any customer ********************** like getting a port out pin to move my number out of ********************** to another carrier. Date of Transaction- February 15, 2024 Order Number - ******** Phone Number - ********** Email - *************************

    Customer Answer

    Date: 02/27/2024

     Hello, 

    The company (Visible by ******** has resolved the issue.

    You are good to close the complaint.

    Thanks,
    Shubham 

  • Initial Complaint

    Date:02/19/2024

    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.
    VISIBLE has no way to contact cutomer service with issue i want my money back; they are deceitful.

    Business Response

    Date: 02/28/2024

    Please see our response to the BBB complaint attached

  • Initial Complaint

    Date:02/19/2024

    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 is insisting that I have to have my device ACTIVE on their service for 60 days or they wont unlock my device that I purchased from them. Their policy states:Any smartphone purchased from Visible will be locked for 60 days from the date the device was activated on the Visible network. Once the 60 days are up, your device will be unlocked automatically.It does NOT state that the device has to remain on the account nor does it state that it has to remain on an active account. It simply says from date of activation.

    Business Response

    Date: 03/01/2024

    Please see our attached response to the BBB complaint

  • Initial Complaint

    Date:02/19/2024

    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 months ago I switched cell phone providers from ******* to Visible. The reason for switching was cheaper service which it is cheaper. Unfortunately, the data is not unlimited and I require unlimited data. As a part of signing up I ************* Pay. $25/month. I have since switched back to *******. Visible will not stop the $25/month and the credit card I used wont stop payment. There is no way of contacting Visible except through their chat and you must have an active Visible phone number. My number has been deactivated so Im dead in the water. Bottom line is Im being continuously billed $25/month for a phone service I dont want. Can you help me???

    Business Response

    Date: 02/28/2024

    Please see our attached response to the BBB complaint

  • Initial Complaint

    Date:02/18/2024

    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.
    Hello,I purchased an iPhone 12 Pro from Visible in Dec, 2020 and used it with Visible plan for more than 2 years. In August of 2023 I switched to ************ and used Mint services for several months until my plan expired few days ago. After that I suddenly discovered that my carrier lock status of my phone is "SIM locked", and only Mint SIM cards work. I have never lost, exchanged or sold my phone. I have contacted ************ they say they don't lock the phones purchased from other carriers, and refuse to unlock it.I have contacted Visible, they say they cannot even find my **** in their database, cannot find accounts used by my other other family members (we purchased three devices from them), and finally cannot help.It is not clear yet who has locked the phone, however the fact that Visible cannot find my **** in their database, cannot find the accounts of my other family members who also purchased iPhones along with me (in particular my wife had account ******************* purchased iPhone 12 Pro **** Visible says they cannot find this account) to check if my **** was somehow assigned to their accounts, is absolutely shameful.So far I have submitted a complain to FCC to hold Visible accountable for their inability to find the **** of the device they sold me on their end, to find my wife's account, as well as perhaps their responsibility for locking an unlocked device. I hope they shut this shameful company down sooner or later.The phone's data:purchase order: ******** ****: 35 ****** ****** 9 ****2: ********* ****** 0 phone number used in the purchase ************ (wife's number) later switched to ************ (my number) which is used with this device till today.

    Business Response

    Date: 02/27/2024

    Please see our response attached.

    Customer Answer

    Date: 03/08/2024

     Hello BBB, 

    Any updates?
    This company (Visible Services) created a serious issue for me which is still not resolved, and ignores all my attempts to resolve it.
    Please reopen complaint ********. The complaint is about the company's ignorance and terrible support which was unknown to me when I opened the first complaint ******** which was about their inability to find basic data about the service they provided, in particular inability to find the phone they sold me to find out how it is possible it is still locked. Ideally both complaints should be open. 

    Thanks,
    ****

    Customer Answer

    Date: 03/13/2024

    The phone I purchased in Visible 3 years ago and used with Visible plan for more than 2 years has status "SIM locked" somehow. Visible either locked it for no reason didn't unlock it (what was supposed to be done after 2 months using Visible).

    The outcome of the complaint is quite obvious. I need:

    1. Find out why Visible didn't unlock my phone and has locked my phone after 3 years and what should be done to unlock it

    2. If they refuse to unlock it they should simply refund the purchase, because I cannot use my phone now.

    Business Response

    Date: 03/19/2024

    Please see our response attached

Visible Service, LLC is NOT a BBB Accredited Business.

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