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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

  • 1,230 total complaints in the last 3 years.
  • 181 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:02/18/2024

    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

  • Initial Complaint

    Date:02/15/2024

    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 ported a phone line to visible and an account error occurred. Their system gives me a white screen with no data when I log into my account. I want to port line *********** back to ******** and need account number and porting pin. I spent 19 hours with their tech support, nothing works. Please send me account number and porting number

    Business Response

    Date: 02/22/2024

    Please see our response attached 

    Customer Answer

    Date: 02/24/2024

     
    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:02/15/2024

    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.
    DEC 13, 2024 $862.92 for a ******* S23 phone.Sent me an $80 Orbic Joy phone Returned it Dec 15, 2023 w/their Return label.Arrived at their ************************ ******************************************. **********, **. ***** on Dec 19, 2023 at 10:24 a.m. They refuse to refund money to the AFFIRM LOAN SVCS. LLC. Have spent numerous hours of CHATROOM discussions (which is their only mode of communication). Their story changes during each chatroom and they demand me to do additional things, which I have done. The last is that I need to file a claim with *** because they state the phone was never received even though I have written confirmation that it was. The glitch is that whomever creates/pays for return, is the entity that has to file a claim. Since they emailed me the return label, they have to file the claim. They refuse and *** can't proceed w/o the claim. Help me please!

    Business Response

    Date: 02/26/2024

    Please see our response attached

    Customer Answer

    Date: 02/27/2024

     
    Complaint: 21299222

    I am rejecting this response because: None of the dates are accurate. I ordered the phone on Dec 13th. Received it on  Dec 14th, and returned it on the 15th. It arrived in ***** on the 19th of December.  The attached shows proof of the delivery.  I am not tech savy and can't seem to get the files to send. If there is another way I can send it to you please advise.  I am not lying about this company. I have proof delivery of the returned phone.. 

    Sincerely,

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

    Business Response

    Date: 03/01/2024

    Please see our response to the rebuttal attached

    Customer Answer

    Date: 03/02/2024

    I don't know if my 1st response went thru.

    My response would be the same as last time: their dates/info weren't correct but they zeroed out the loan with Affirm and that's what needed to happen. 

    Thank you BBB for confronting them and making them face their fraudulent actions. 

    I would rate them a -0- as they really tried to defraud an elderly lady. Thanks again. 

  • Initial Complaint

    Date:02/15/2024

    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 February 16, 2024, I attempted to change phone service from ******* to Visible by *******. I did all the steps that Visible by ******* had listed on their website was approved by them and issued a phone number- ***********. They drafted ***** from my checking account.I contacted ******* regarding this change. ******* said I could not make this change as there is still a balance on the phone equipment. I contacted Visible by ******* regarding cancellation and refunding my money as I was never able to use their service. Each time I contacted Visible I only got an Artificial Intelligence agent and was unsuccessful. I reached out to them daily until 2/14/2024 when I finally was able to talk via online chat to a live agent. The live agent apologized but said they could cancel my service, but did not know how to do a refund. I advised I was never sent a SIM card, never activated service as ******* said I could not do a transfer of service. I asked to speak with the agent's supervisor or manager and was advised they could not do it either.I am filing this complaint to get the account cancelled and my money -*****- refunded.

    Business Response

    Date: 02/22/2024

    Please see our attached response 

  • Initial Complaint

    Date:02/11/2024

    Type:Customer Service 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.
    Over the past week or more service has been rendered nearly unusable in my area. I pay for the premium 5G plan and am in the 5G map according to Visible service map and chat support. I have not been receiving 5G from the tower near my house and I have been complaining about the issue all week but Visible refuses to help and calls me a liar. I get fine signal and 5GUW when i go to **************** oa different tower but visible refuses to help or offer credits for services not provided.

    Customer Answer

    Date: 02/20/2024

    A rep from the company emailed me yesterday and asked for some details, this morning before I had a chance to respond they told me they are going to close the case if I dont respond in 24 hours. On BBB complaint there is no response from the business that I can see. How can they close the case if they have not responded on BBB????

    Business Response

    Date: 02/28/2024

    Please see our attached response  to the BBB compaint

  • Initial Complaint

    Date:02/10/2024

    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 January 13th I transferred my ******** phone number to Visible by ******** Since then and as of the time of this writing I have had no MMS, Internet or Voicemail service. Call service frequently drops. This is our 2nd line with Visible. The first one transferred from ******* works ok, not great.The customer ********************** help for the past month has been absolutely horrible. I have invested dozens of hours without a resolution. They have refused to escalate the matter and now my 2nd bill is coming due. I have missed most if not all of my important calls. I am unable to use the phone. I cannot share my glucose monitor with my doctor. It has been a nightmare. This business model should be illegal, it does NOT serve the consumer. -*****************************

    Business Response

    Date: 02/19/2024

    Please see our response attached

  • Initial Complaint

    Date:02/08/2024

    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.
    Purchased phone end of 12/2023. Promised overnight delivery. After a few business days no phone. ***** confirmed the company put my address on the label wrong. Told me to contact them and have them update the address in their ***** management system otherwise it would be sent back to the company (Visible) . After chatting with at least 4 people at Visible they told me that could not update the label. I asked Visible to keep the product when it returns and provide me with a refund. They promised they would refund me as soon as they received the package. 30 days later, still no refund. After chatting again with multiple people about my refund at Visible, and after over an hour using CHAT, on January 30th **** one of them confirmed they did receive the package and that a refund would be provided. A refund was not provided and I am chatting with them and they continue to leave me on hold , switching agents and giving me the run around. Every chat is well over an hour.I have not received the initial package and I have not received a refund. Its been over 30 days.

    Customer Answer

    Date: 02/10/2024

    I tried contacting the company again and someone was able to successfully apply the refund!

    I do not recommend this company at all. Their customer ********************** is lacking and chat support is terrible. There are no phone numbers to call customer **********************, only a chat service.

  • Initial Complaint

    Date:02/08/2024

    Type:Delivery 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.
    Ordered phone service with this carrier: Visible and service signal is terrible so had to terminate service and go back with old carrier. Tried getting refund but they don't do refunds. Shame on them. So disappointing they can do business in this manner.

    Business Response

    Date: 02/16/2024

    Please see our response attached

    Customer Answer

    Date: 02/16/2024

     
    Complaint: 21266725

    I am rejecting this response because: I talked to Their Representative via chat and conversation got cut off Due to their Terrible Signal. I never got opportunity to See if Signal could be repaired. Sad that a company this size has to Rob Customers.

    Sincerely,

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

  • Initial Complaint

    Date:02/08/2024

    Type:Order 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.
    Paid for wireless phone service. Was provided with a E sim and service. When network connection was not working I was instructed by chatbot to Uninstaller E sim and visible would provided another E sim. Spent all day today 1/29/2024, never being able to talk to anyone.

    Business Response

    Date: 01/30/2024

    Good Morning,

    This dispute should be addressed to Visible.  Please see the attached letter for handling.

    Thanks,

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

    Business Response

    Date: 02/16/2024

    Please see our response attached

  • Initial Complaint

    Date:02/07/2024

    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 signed up for visible phone service in October. I traded in and iPhone 12 for a trade in credit of $215.00. I received my new phone in the mail, got it all set up on visible, and then sent in my iPhone. They received my iPhone and approved a trade in credit of $215.00. I received notice that I should receive my credit by November 25, 2023. I did not receive it so I used the live chat to communicate with them. Seemed like they were very helpful and apologetic. Told me someone would be in contact with me through email in 2 hours. I received the email and it said that it was taken care of and I should receive my refund in 72 hours. 72 hours went by and I still did not have it. I used the live chat again and the same exact conversation went down. I waited another 72 hours and still nothing. The same scene happened over and over SEVERAL times. I cancelled my service with them today and still am trying to get my trade in credit. They are scammers and have done this woth several other people now that I see. My mistake for not doing enough research. I hope others don't fall for this company like I did. The service while I was with them was also TERRIBLE. STAY AWAY FRON VISIBLE! I want my trade in credit plus a refund for everything I have spent on them so far.

    Business Response

    Date: 02/16/2024

    Please see our response attached

    Customer Answer

    Date: 02/16/2024

     
    Complaint: 21261504

    I am rejecting this response because:
    It still has not been corrected. I did receive an email from **** stating I should give it 1 more day to receive the credit. I did not receive it. He did follow up the next day and I let him know I did not. He said he will continue to look into it. 
    Sincerely,
    ***********************

    Business Response

    Date: 02/22/2024

    Please see our response to the rebuttal attached

    Customer Answer

    Date: 02/22/2024

     
    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,

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

Visible Service, LLC is NOT a BBB Accredited Business.

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