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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

  • 998 total complaints in the last 3 years.
  • 152 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:04/10/2023

    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 previously filed a complaint against the Visible by ******* and Assurant companies. These two companies offer a trade in policy for cell phones. I submitted the first complaint in December 2022, after failing to come to any type of resolution following many hours of communication with the two companies trying to get the issue resolved. Visible states it is Assurants responsibility and Assurant states it is Visibles responsibility.Both companies responded to the previous complaint. The resolution was that I was to receive the $150 trade in value for my iPhone11 that I traded in with Visible. However, I have yet to receive the $150 they promised.I have no way of contacting Visible, because I am no longer using their services, but have had additional conversations with a representative from Assurant .She informed me that she had contacted Visible on my behalf and that Visible would be sending the payment of $150 to me . Apparently my phone had been improperly processed.The resolution to this situation, is the same as the initial resolution I requested, payment of the $150 I have been promised for my iPhone11 trade in.

    Business Response

    Date: 04/17/2023

    Response attached

    Customer Answer

    Date: 04/19/2023

     
    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:04/10/2023

    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.
    I bought an iPhone 14 (order #********) and made three service payments as required by the promotion for a $200 gift card and Apple AIrpods Pro Earpods. This promotion was confirmed and verified by ***************************** and ******************* from the Visible Executive Support Team in a previous BBB complaint (********). However, I only received an email to redeem a $150 gift card on April 3rd.

    Business Response

    Date: 04/11/2023

    Response attached

  • Initial Complaint

    Date:04/09/2023

    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.
    On 3/15/2023 I performed a mandatory network "Upgrade" as required by Visible, since that Upgrade my mobile data has been unusably slow, with download speeds of less than ****mbps and upload speeds as low as ****mbps (in other words no ability to upload at all) my ping and jitter response times have been in the 4 digit range with ping responses over 600ms and jitter responses over ****ms, ping and jitter measures how long it takes for the network to respond, for reference a good ping and jitter response will be 30ms or less. I have contacted Visible customer ********************** NINE times regarding this issue and performed all troubleshooting steps as requested including restarting my phone, turning airplane mode on and off, turning mobile data off and ba k on and performing another reboot, resetting network settings and performing another reboot, removing and reinserting my SIM card, the agents have reprovisioned my account multiple times and I've been told by 4 different agents that my case needs to be escalated higher up, every time I've been told the case needs to be escalated instead of doing so the agents have simply disconnected from the chat (Visible has no way to contact them by phone) and if you contact them again immediately after the previous agent disconnects from the chat they want you to go back through all the troubleshooting steps again only to have the agent disconnect from the chat again after saying the case needs to be escalated. This is unacceptable and if visible cannot resolve this issue I will be changing service providers as I am essentially paying for service I am not receiving.

    Business Response

    Date: 04/12/2023

    Response attached

  • Initial Complaint

    Date:04/07/2023

    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.
    The upgrade was a failure. The fix resulted in me being without service for hours. I decided to move on. I attempted to port out now three days ago and the new company cant port me in because this company has yet failed again. They are saying it will be a fourth day and this is escalation.

    Business Response

    Date: 04/10/2023

    Response attached

  • Initial Complaint

    Date:04/07/2023

    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 signed up for Visible in October 2022 in response to their promotion of $200 in Gift Card with **** and Porting the Number. As per the promotion, I was supposed to get a Gift Card for $200 after 3 billing cycles.As I did not receive the gift card even after 6 billing cycles, I contacted their customer ********************** chat, and they are now telling I am not eligible because I did not purchase the device from ********************. When I signed up the offer was for **** and Port Phone number from eligible carrier which in my case I ported from Total Wireless.Now Visible is not honoring their promotion offer of $200 on the **** that they had advertised when I signed up with and ported my number.

    Business Response

    Date: 04/10/2023

    Response attached

    Customer Answer

    Date: 04/11/2023

     
    Complaint: 19908736

    I am rejecting this response because: Visible had advertised $200 gift card for BYOD - Bring Your Own Device.

    If you ****** regarding this, there are others also who have not received the gift cards for this promo and received upon posting on social media.

    I wish I had taken screen prints of the promo.

    But the same I have found online...

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

    Get rewarded with up to a $200 virtual gift card when you make the switch to Visible and buy an eligible device.
    Heres how the bonus works:
    Bring your current phone or buy a phone from an eligible device list (see on offer page).
    Bring your number from your current carrier by transferring it on site, in the app, or help from their Care team.
    Download your eSIM or insert your new SIM card, and then follow the instructions in your account to activate your service.
    After 3 full months, keep an eye on your email for further instruction on choosing a virtual gift card.

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


    Visible is not honoring the promo hence this is bait and switch?

    Sincerely,

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

    Business Response

    Date: 04/17/2023

    As listed in the information that the member shared in the rejection, it states that the member must buy an eligible device. ***** brought over his own device and did not purchase the device with ********************, which again makes him ineligible for the promotion. No gift card will be provided as he did not meet the requirements of the offer. Visible has thoroughly investigated the issue and no further action or will be provided. 


    Customer Answer

    Date: 04/19/2023

     
    Complaint: 19908736

    I am rejecting this response because:

    1. We have total 4 Visible lines in our family. Both of my parents and my sister have received $100 gift cards with the **** promotion.

    At the time they signed up they had $100 promotion for **** as per the $100 promotion that was advertised.

    2. At the time I signed up there was a $200 promotion for ****.  Visible has honored this promotion when people have contacted them through social media.

     

    I expect Visible to honor this promotion as I ported my number to visible because of the advertised promotion.


    Sincerely,

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

  • Initial Complaint

    Date:04/06/2023

    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.
    This incident happened on 4/6/2023. My case number with the company ********. Employees involved: ************************. A promo is currently being offered on the visible website that customers can pay $35/month for their service if they use the promo code through 5/2/23. I asked, as a current loyal customer can I have this discount applied to my unlimited plan and the representative said yes and proceeded to start the process. Then we were disconnected. I reconnected to their chat and asked to continue the process to which they replied they agree I should be able to get this discount, but they can't apply it to my account. When I told them it did not make sense they had their representative call me and explain they could only give me the discounted monthly rate if I was a new customer, but it clearly says in their promo writing for new and existing members. As a company that boasts they are the most cost effective service provider and as a loyal customer they should be providing this discount to all their loyal customers as well. It would make sense maybe if it was for a limited amount of time if the discount was only for a year, but to only offer some customers a discounted price for the rest of their time with the company and not their loyal customers who they're asking to pay more now, it seems that they're cheating current customers and making them pay more, for no apparent reason.All the info was recorded through the website.

    Business Response

    Date: 04/10/2023

    Response attached

  • Initial Complaint

    Date:04/06/2023

    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.
    This is the most fraudulent company I have ever dealt with. They go on tv saying you get the same service as ******** but you will literally have worse speeds than *** dial up. I can have full bars and my phone cant even open ******* This company is not what they claim to be and as someone who uses my phone for work its irresponsible for them to lie. I have been reprimanded at my job because I couldnt do something as simple as get an email to send. I really hope this company goes out of business before others too get in trouble or even lose their employment because visible decides it wants to lie to Americans. I cant believe ******* even puts their name on this service.

    Business Response

    Date: 04/10/2023

    Response attached

    Customer Answer

    Date: 04/10/2023

     
    Complaint: 19904048

    I am rejecting this response because:this is false, you all supposedly did a network reset which you all disconnected from me. After that reset my phone was even worse than before. You all are running a scam and its not working for you. Its alright I already left your service and I sincerely hope you all get in trouble for the lies you are promoting. 

    Sincerely,

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

    Business Response

    Date: 04/14/2023

    Visible is sorry that you feel like the company is a scam. While in attempt to resolve the issue, ***** ported out his service to a new carrier. Visible wishes you all the best. BBB, please close the case. 

  • Initial Complaint

    Date:04/05/2023

    Type:Sales and Advertising 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.
    #**********/24 phne number ********** I switched to Visible and purchased an iPhone SE. At the time of purchase, the website indicated that I would receive $300 after three months, but after three months, the merchant did not fulfill their promise. I tried to contact customer **********************, but they gave various reasons and did not cooperate with me

    Business Response

    Date: 04/06/2023

    Response attached

  • Initial Complaint

    Date:04/05/2023

    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.
    Have been with service for about 12 hours contacted support several times, and they're telling me all type of stuff and hasn't tried to get my service up and going. got back on her Wednesday morning and it's the same stuff different story. Reset this download that. Hold on etc etc same story different day. Hopefully y'all will make this fix my service. No one can go a day or even longer without a cell phone these days.

    Business Response

    Date: 04/07/2023

    Response attached

  • Initial Complaint

    Date:04/05/2023

    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.
    I have been trying to get an issue with my phone fixed for MULTIPLE hours. Multiple employees say they will help and dont and then I have to reexplain to another person. Visible overcharged me for service. When I tried to change my plan, their system failed to correct it, but also wouldnt let me pay my bill, so my service lapsed. I havent had a working phone for two days. Ive been requesting a refund and for my service to be restored with NO RESULTS. I need a phone as I have a small child and the fact that I have to spend HOURS in a chat talking to 48 different people is absurd. This company is horrible and we plan to switch as soon as I get a refund. I JUST WANT MY MONEY BACK.

    Business Response

    Date: 04/07/2023

    Response attached

Visible Service, LLC is NOT a BBB Accredited Business.

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