Business Profile
Telecommunications
Visible Service, LLCThis business is NOT BBB Accredited.
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This business has 1 alert
Complaints
Customer Complaints Summary
- 1,367 total complaints in the last 3 years.
- 197 complaints closed in the last 12 months.
If you've experienced an issue
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:03/02/2023
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.
Let it be known that on March 2nd 2023 Visible decided saving a few bucks was worth more than the lives of customers in Red River County when they decided to restrict services so badly that we couldn't receive weather alerts during a tornado watch. This isn't the first time they've restricted access from our county to cut bandwidth costs but it marks a dangerous new low that should not be ignored. When ******* did this in ********** during the wildfires it cost the lives of firefighters and civilians. Do not let history repeat.Business Response
Date: 03/10/2023
Response attachedInitial Complaint
Date:03/02/2023
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.
Text messaging has not been working since Monday, it is now Thursday. I need this for multifactor authentication among other things. Since texting is 50% of what I do with my phone, I expect at a minimum a credit or refund.Business Response
Date: 03/08/2023
Response attachedInitial Complaint
Date:03/02/2023
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.
I was prompted to upgrade my existing visible service. I missed my initial delivery of my new sim. I requested that another attempt be made, visible obliged. An hour later my network service was shut off. I received the new sim and attempted to activate using public Wi-Fi, since I use visible for my internet. Nothing happens. I am paying for nothing and being stolen from. I want a refund and free working service for a year or I will report this to the **** as it should be.Business Response
Date: 03/08/2023
Response attachedCustomer Answer
Date: 03/08/2023
Complaint: 19528486
I am rejecting this response because:whichever dispute method is easier to receive a pro rated refund, I am open to.
Sincerely,
***************************Business Response
Date: 03/14/2023
******* has already disputed the charge with his credit card company. Being that the charge was disputed Visible is unable to offer a refund. Please follow up with your credit card merchant.Customer Answer
Date: 03/17/2023
Complaint: 19528486
I am rejecting this response because: I am unable to follow up with my credit card. This is why I am contacting Visible via BBB, because Visible told me I cant receive a refund when I used the service for two days and canceled after I was without service for three days and it would have been longer had I not ported out.
Sincerely,
***************************Initial Complaint
Date:03/02/2023
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.
For close to 48 hours Visible's texting service has been down. This has been a tremendous impediment in both my personal and business dealings as I have 2 factor authentication (2FA) tied into the number in which Visible services. Because of this, I have been locked out of work accounts that rely on 2FA for access and in turn not able to perform my job and losing business/money as a result. On the personal level, I am unable to access multiple financial accounts online which is also negatively impacted being able to make payments for various bills. I have been "on hold" on their online chat function for close to three hours and see no other areas for redress.Business Response
Date: 03/10/2023
Response attachedInitial Complaint
Date:03/02/2023
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.
It's been 24 hours without being able to receive a text. I've been trying to contact support. I've been in a queue for over 6 hours. There is NO option to call or speak to a representative outside of this "Live Chat" feature. I have tried restarting my phone, updates, uninstalling and reinstalling the app. I googled "Visible outage" as a last hope, but because ******* is so reliable I thought that was silly of me to do. I was WRONG. There was an outage. I was NOT notified in any way about the outage. No notification on my account. They do have my email address as they've politely reminded me that my payment is going to be auto-drafted tomorrow.Business Response
Date: 03/07/2023
Response AttachedInitial Complaint
Date:03/02/2023
Type:Service or Repair 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.
Have not been able to receive or send texts since Sunday, Feb 26th. I have contacted support multiple times and each time I'm told to reset my phone, which I have. Then finally support techs admit there is an outage affecting services. But they will not contact me when it's fixed. As of this morning, still no text capability. Trying to reach support takes upward of one hour each time. I'm paying for service that I'm not receiving and no communication from the company on solutions.Customer Answer
Date: 03/03/2023
This business has repaired my issue. No further response needed.Initial Complaint
Date:03/02/2023
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 made a complaint last month because Visible has a big problem with competent employees. They someohow switched my account info into my husbands name. I changed it 30 days later. Visible then charged us twice per month. I asked them to fix this and I realized they were charging the temporary number and my ported number. I asked them to fix. They said they were going to deactivate the temporary number account to resolve. I clearly told them 3 times the account should be in my name, not my husbands. They deleted MY NAME so when I request verification codes from companies and governments entities l am unable to get the codes because the name does not match my name. ************************ gave me the VISIBLE escalation email and (***************************** Executive Relations Team) replied. 16 emails since Feb 14th she keeps telling e to contact visible team to fix the problem that that team made to begin with. You would think being charged twice a month would help find resolve but ******** continues to reply to emails that I need to contact the team instead of just fixing the issue. This company is beyond unreasonable. How do I fix a problem they created and refuse to fix? I cannot access my visible account becaue I cannot get sms texts from companies. I am trying to do my taxes and this company will not help. THERE IS NO DIRECT NUMBER OR CORPORATE EMAIL INFO OF THIS COMPANY SO CONTACTING THEM IS EXTREMELY DIFFICULT. THEY TELL YOU TO CHAT ON SOCIAL MEDIA AND EACH CHAT TAKES ABOUT 4 HRS AND EACH TIME U HAVE TO RE-EXPLAIN THE ISSUE AND THEY STILL DO NOT FIX THE PROBLEM AND THERE IS NO ONE TO HOLD ACCOUNTABLE. HELP PLEASE - 2ND ATTEMPT HERE.Business Response
Date: 03/03/2023
Response attachedCustomer Answer
Date: 03/03/2023
Complaint: 19525785
I am rejecting this response because:
#1 a customer being frustrated because a company is not keeping their side of a business agreement is not verbal abuse. #2 this company creates issues during chat conversations because each conversation takes about 4 hrs each because reps will change during a chat then you need to re explain the problem again. My account information changed because of help through chat. #3 there is multiple billing and I have not sent proof for the 5th time because my husband's credit card was charged as well asy own. Crazy enough his payment method was removed months ago and I AM THE ONE who realized they were charging the temporary number and ported number but their records show different. my husband did contact chat and after an hour was disconnected waiting for an agent them waited again but had to leave for work. I am grateful ******** shared her view points on abuse vs competency so future customers are made aware of the lack of integrity the company passes down to employees. Both of us will moving on to another carrier because no one is held accountable at Visible. From the absolute beginning this has been a complete nightmare and not one agent was able to rectify anything Sincerely,
*********************************Initial Complaint
Date:03/02/2023
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.
2022 - 11 -24:I was reading about Visibles promotion: Visible Wireless is rolling out its annual Black Friday promotion across a wide range of pre-paid smartphones, dishing out $300 in a gift card to a store of your choice alongside a pair of Beats Studio Buds. Which I took adavantage of. I bought an iPhone 14 Pro on 2022/11/24 with the activation of Visible+ plan for $45/month. I ported in my number and was good to go.2023 - 03 - 02 Now 3, if not even 4 months later, I paid 3 full services. I meet all the criteria of this promotion and they tell me I am not eligible. Which is not true, since I meet all the points but they refuse to give me the $300 giftcard and the Beats Studio Buds.Not to mention since 2 days ago I can not receive SMS (for non tech users, I can not receive text messages). Therefore I can not even sign into the Visible portal and port out my number. Now, 3 if not 4 months laterBusiness Response
Date: 03/08/2023
Response attachedCustomer Answer
Date: 03/09/2023
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:03/02/2023
Type:Customer Service 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 paid my phone bill they withdrew my money. My phone still has no service, their app does not work and I get a server error on their website. No answer on Instagram or ******** and they have no phone number. They stole my moneyBusiness Response
Date: 03/09/2023
Response attachedInitial Complaint
Date:03/02/2023
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.
Data is constantly dropping or slowing, and it's impossible to make contact with customer **********************. I tried the chat function in the Visible app for help but it times out, now the app has logged me out but the "Forgot password" link is not working either. I sent a Tweet on ******* as suggested, but no response and found hundreds of others with the same issue. Text messaging has not worked in 2 days, forgot password link doesn't work, Visible app doesn't work, and there is no customer ********************** phone number to call on the company's home page, At this point I only want to cancel my service but I can't even do that because I can't access my account. This has to be the worst cell phone company in existence.Business Response
Date: 03/07/2023
Response Attached
Visible Service, LLC is NOT a BBB Accredited Business.
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