Business Profile
Telecommunications
Visible Service, LLCThis business is NOT BBB Accredited.
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This business has 1 alert
Complaints
Customer Complaints Summary
- 1,072 total complaints in the last 3 years.
- 185 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:03/01/2023
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.
Phone service hasn't worked for 2 days now. Have tried talking to support on 3 different occasions now. It takes hours to get through to them. I've probably sunk at least 6 hours into support over this now. Nothing has worked to remedy the situation. Atrocious. To add insult to injury they went and charged me yesterday for service that doesn't work. I can't even access their app because it has two factor authentication and MY PHONE DOESN'T WORK. This is a known problem affecting a lot of people. Their forum is full of complaints over the past two days.Business Response
Date: 03/07/2023
Response attachedInitial Complaint
Date:03/01/2023
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.
Phones on our service plan cannot send or receive text messages. Customer REMOVEDhas been non-existent and the company isn't informing anyone wheat is going on, just that they are aware of the issue. It seems from other forums that It's been an issue since Monday, February 27th. And still no updates from the company.Business Response
Date: 03/08/2023
Response AttachedInitial Complaint
Date:03/01/2023
Type:Order 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.
Signed up for service 2/28/23 and it is still not active. REMOVEDand unable to reach an agent for and assistance.Business Response
Date: 03/07/2023
Response AttachedInitial Complaint
Date:03/01/2023
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.
I purchased iPhone 14 pro REMOVEDwas supposed to receive a $250 gift card and beats ear buds after 90 days never received this, only reason I went with this company was for this offer. I would like this company to honor this offer by sending me the gift card, and ear buds.Business Response
Date: 03/06/2023
Response AttachedCustomer Answer
Date: 03/06/2023
Complaint: 19519592
I am rejecting this response because: I went to visible to port my number and they were not able to port it, nor had customer REMOVEDavailable, for me to port it, by the time someone got back to me, my carrier had already deactivated my number, i tried over and over to get ahold of visible, with no response. I was told for purchasing a phone, I would get a $250 credit, and air buds, IT'S IN THE ADVERTISEMENT, IT'S ON MY RECEIPT, I WANT IT FULFILLED, THEY ARE INCOMPENTENT NOT ME, I would have never switched to their service. they consistently give poor service, myself and my mother and my father who was referred over, have to consistently go to REMOVEDor REMOVEDto get a response FROM ANYONE, AS THEIR WEBSITE, CAN TAKE HOURS AND DAYS TO GET ANY RESULTS, JUST THIS PAST WEEK, WE WERE WITHOUT TEXT MESSAGES FOR DAYS! BECAUSE OF A SYSTEM ERROR, HOW IS THAT SERVICE WORTH PAYING FOR? how can i be held accountable for their lack of competency, how do you think i feel after having the same number for almost 7 years and losing it because they do not know how to do their job. I had less than a week to port that number, and they failed, both myself and my mother had issues with the phones for almost two weeks when we first signed up. REGARDLESS I AM A NEW CUSTOMER I TRIED TO FOLLOW THEIR SETUP, THEY THEMSELVES HAVE NUMEROUS REVIEWS OF HOW INCOMPETENT THEIR CUSTOMER REMOVEDIS, AND THATS EXACTLY WHY I HAVE REACHED OUT TO THE BBB. I WILL POST ON TIK TOK, INSTAGRAM, REMOVEDAND ANY OTHER PLATFORM, ON HOW THEY SCAM CUSTOMERS. I ALSO BOUGHT THE MOST EXPENSIVE PHONE ON THE NETWORK, AND PAY $30 A MONTH FOR A SERVICE THEY CONSISTENLY ADVERTISE AS $15 A MONTH. I AM BEYOND FED UP, THE AD EXPLICILTY STATES NEW CUSTOMERS. I HAD BEEN A HAPPY CUSTOMER OF STRAIGHTTALK FOR ALMOST 7 YEARS, AND NEVER HAD TO GO THROUGH ANY BS WITH THEIR CUSTOMER REMOVED. REMOVED, THEY FAILED ME WHEN SETTING UP MY ACCOUNT. THEY WANTED ME TO SET UP A TEMPORARY NUMBER, I DID NOT WANT TO DO THAT, YOU ARE FORCED TO DO THAT THEN WHEN IT DIDN'T WORK FOR THE REMOVEDI LOST MY NUMBER, THEY WANT TO BLAME ME, THANKS FOR STEALING FROM HARD WORKING PEOPLE, YOUR COMPANY SHOULD BE ASHAMED OF YOURSELF.
Sincerely,
REMOVEDBusiness Response
Date: 03/13/2023
After further evaluating the account the member attempted to port the number in but had issues with the port and the member's port was canceled. Visible is making an exception to honor the promotions and an email with the codes to redeem both Beats Studio Buds and the $250 gift card has been sent to the member along with the instructions on how to redeem them.Customer Answer
Date: 03/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVEDInitial Complaint
Date:03/01/2023
Type:Billing 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.
I signed up for service with my credit card on February 28, 2023. They never activated my service, it failed repeatedly. However they billed my credit card no problem. Over the past two days I have tried to reach their customer REMOVEDagents for assistance, but their site dumps the que and I have to start all over again. Their only customer REMOVEDoption is via chat.Business Response
Date: 03/04/2023
Response attachedCustomer Answer
Date: 03/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVEDInitial Complaint
Date:03/01/2023
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.
Visible terminated and canceled my service one day after payment (Feb 27). Chat has been unable to restore my account. I demand the following: port my number out of Visible and be refunded for the previous bill. I have filed a FCC complaint. Please email me to resolve this issue.Business Response
Date: 03/04/2023
Response attachedCustomer Answer
Date: 03/04/2023
Provide proof of the refund. I do not see it with my bank institution.
I would also like the $20 refunded for the purchase on Feb 27 in addition the $90 overcharge you mention.
I will consider this matter closed with proof, and the additional $20 refunded. thank you.
Business Response
Date: 03/09/2023
No additional refunds will be provided.Customer Answer
Date: 03/14/2023
Visible owes me a refund based upon my original complaint. I will not close this complaint with the BBB until Visible provides said refund.Customer Answer
Date: 03/21/2023
Please see the attachment which indicates the erroneous charges from Visible which should be refunded. The charge on Feb 27 for $20 should be refunded immediately.
I will be considered satisfied and close the complaint should that amount be refunded.
Business Response
Date: 03/27/2023
This member was credited $90.00 on March 4, 2023 and the member has a charge back. Visible will not refund any additional money as this previous member was refunded correctly. This matter is closed the member has received the refund and terminated the service. BBB please close this case.Customer Answer
Date: 03/27/2023
I am owed a $20 additional refund as per the evidence which was previously supplied. Please check the attached evidence. I will not close this complaint until the issue is resolved which includes the full refund.Business Response
Date: 04/04/2023
The charge in the amount of $20.00 was your monthly service charge. The monthly service charge was less due to a credit being applied to your account. Due to the system charging you three additional times in the amount of $30.00, Visible issued a refund in the amount of $90.00. Visible has thoroughly investigated the issue and no further action or refund will be provided.
Customer Answer
Date: 04/12/2023
The $20 must be refunded because my service was canceled after you charged me $20. This is fraud. I will continue my complaint until I am fully refunded.Business Response
Date: 04/17/2023
Visible placed the charge for the monthly service fee on February 27, 2023 (before your service was disconnected), but the payment was posted to the account on February 28, 2023. You disconnected on February 28 and then reconnected on February 28, then disconnected again on March 1,2023 and then reactivated again, then requested to port out your mobile device number on March 1, 2023. During the disconnect and reactivation, you used the service which Visible is not required to issue a refund when there is usage on the account. At this time, no refund will be provided due to usage on the account on March 1, 2023. Visible has thoroughly investigated the issue and no further action or refund will be provided.Customer Answer
Date: 04/19/2023
Complaint: 19517888
I am rejecting this response because: I am owed a refund by Visible.
Sincerely,
REMOVEDInitial Complaint
Date:03/01/2023
Type:Order 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.
My new cell phone has never been able to send or receive text. They said that they would notify me in 24 hours of a resolution but they did not send an email . I want this issue fixed or a refund of at least half of the price of the phone since only half of it works.Business Response
Date: 03/04/2023
Response attachedCustomer Answer
Date: 03/04/2023
Complaint: 19517392I am rejecting this response because: On March 2nd I received an email saying they resolved the text issue but it still was not working.On March 3rd I received a new Sim card for 5G service. I put in the new Sim card and lost all my service. Not only did they never fix my text and gave me no way to confirm that it was fixed before they closed the ticket to fix it. Then they couldn't fix my service not working at all and I decided to leave their company because they have very little customer REMOVEDand no resolution of issues with their service. I want my $25 for the service month of February back and I want my $216 back for the phone I am returning before I will call the matter resolved.Sincerely,REMOVED;REMOVEDBusiness Response
Date: 03/09/2023
While Visible is sorry for the service issues that you experienced, the account was terminated before Visible was able to resolve the issue. However, once the device is received and processed in the warehouse, Visible will issue a refund for the device within 14 business days. Due to usage on the account, Visible is unable to refund the monthly service payment of $25.00.Customer Answer
Date: 03/14/2023
Complaint: 19517392I am rejecting this response because: I didn't have full service for the month because my text didn't work for a week and I had no service for 2 days. I will accept $12.50 of my monthly bill to be refunded.Sincerely,REMOVEDBusiness Response
Date: 03/21/2023
As mentioned in the initial complaint due the high amount of usage on the account Visible is unable to offer a refund at this time.Customer Answer
Date: 03/27/2023
Complaint: 19517392I am rejecting this response because: the $25 refund was sentto the wrong card and I didnt receive it.Sincerely,REMOVEDInitial Complaint
Date:03/01/2023
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 was alerted to pay my balance due via email.When I went to log into my app it does not load. I uninstalled it multiple times.When I was on their website I could not access my account.I contacted them immediately on 2/27 and wasted an hour talking to a rep who then had me message them the screenshot through a friend on facebook.There was no reply since last night and now I can not use my phone or pay it.I can not take any calls or texts now.I need this fixed immediately.Business Response
Date: 03/03/2023
Response attachedInitial Complaint
Date:02/28/2023
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've been a Visible customer for about 3 years. During this time, I've experienced multiple outages or degraded service. More so compared to any other service. Today, 2/28. Visible charged me $25 for service, but I am not getting any service. I haven't had the ability to receive calls or texts for 9 hours now. And just received an ETA that it will not be fixed for upwards of 12 hours. One of three live chat sessions that I've had with customer REMOVED, I was only offered $5.You had no issues taking my money when I didn't have service. I paid for this service. Yet, only $5 in credit? I'll probably have service tomorrow night, realistically. But, this does not change the negative experience that I've had with this service for the last 3 years. I'd like to withhold my $25 payment until I get service. Visible should NOT have charged me if they were not going to provided me service.Business Response
Date: 03/03/2023
Response attachedInitial Complaint
Date:02/28/2023
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.
Visible solicited me to upgrade my plan so I followed the instructions to upgrade but while upgrading I got an error and it did not upgrade. So I chatted with someone. They said that my account requires some manual updates for the process to be completed and this process is done in partnership with their next level of support. That they will reach out to me with an update within the next 24 hours. They never reached out and the agent told me my phone would work but it doesn't. I can only use apps when connected to WIFI, so driving to work I have no way to call anyone if I break down on my commute. I cannot call anyone if there is an emergency while connected to wifi either. No one can call me either. They do not care and have not provided me with the service that I am paying for. My service is not working. I need a refund and I need my service fixed. Their service is shameful. I expect a refund for not having service and for wasting my time waiting on chat and being kicked out of chat constantly.Business Response
Date: 03/06/2023
Response Attached
Visible Service, LLC is NOT a BBB Accredited Business.
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