Business Profile
Telecommunications
Visible Service, LLCThis business is NOT BBB Accredited.
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This business has 1 alert
Complaints
Customer Complaints Summary
- 1,377 total complaints in the last 3 years.
- 198 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:11/20/2022
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.
The ******************* has a low income program known as Providers and also known as EBT or SNAP. I am such a member. Members can receive a $5 discount on their monthly charge for the basic Visible service of which Ive been a customer for some time. Upon trying to setup and receive this monthly discount, I am led nowhere but to VISIBLEs plan options and pricing. Nowhere am I able to have VISIBLE implement the $5 monthly discount for which the government will reimburse them. This directly conflicts with low income customers right for such assistance. Live chat assistants will not join live chat to tell me how to submit my EBT number to receive the monthly discount. This reluctance to assist and implement such a discount to low income individuals is most likely unethical and possibly illegal, having joined such a program to assist low income individuals in my *******************Business Response
Date: 11/29/2022
Response attachedInitial Complaint
Date:11/20/2022
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.
So I ordered a phone online from Visible on Sep 22nd *************************************************** of my number **********. I provided all the details correctly.When I tried to activate the service on Sept 29th 2022 visible failed to port in my number.I had contacted their support numerous time between Sept 29th and Oct end, opened several support tickets created one after the other but Visible was not able to explain the reason for port failure. I contacted my old carried several times and confirmed they did not even receive any port request I have three support tickets number recorded - ********, ********, and ********. But actually there were many more.Visible support was backed up so I was on wait for several hours on chat and this happened many times. In total I must have spent over 15 hours with their support team on chat After the port was successful I sent the old phone back to visible to satisfy the Swap program requirements. The tracking number for sending the old phone is 1Z4E9W380609670517 which shows that the old phone was delivered to visible on Oct 31st However Visible charged my credit card $100 for the phone on Oct 24th I contacted their customer ********************** to revert the $100 charge but they refused I am not satisfied with this act. Visible expects me to send the old phone within 15 days of them sending me the new phone. However they dont take into account the time they took to port my number. Without my old phone I would be out of service until the port was successful.This is not acceptable since its Visible's fault that they were not able to timely port my number I was my $100 back. If they want I can return their phone but I want my $100 refundedBusiness Response
Date: 11/23/2022
Response attachedCustomer Answer
Date: 11/23/2022
Complaint: 18441728
I am rejecting this response because Visible has not been able to port my number for more than a month so they cannot expect me to send the old device within 14 days. Also if they could have issued a temporary number why did visible not inform me? They created 3 or 4 support tickets for port in and I informed them about the problems I was having without hvaving the portin complete but not once they offered the temporary number. Check all the message history on the chat history
Sincerely,
Ash BanBusiness Response
Date: 12/02/2022
As per Visible policy when swapping a device the old device must be returned within 14 days and Ban did not return the device. ******************** has thoroughly investigated the issue and no further action or refund will be provided.
What if I don't want to trade in my old phone after all or want my old phone back?
If you keep your old phone for longer than 14 days without returning it, we'll charge your account for the retail price of the new phone you received. There are no take backs for Swap. Once you ship your old phone back to us, we will not be able to return it.Initial Complaint
Date:11/19/2022
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 don't know what they've changed on their website but this is so bad it is literally a risk of triggering g epileptic seizures. I've left complaints about quality of service in the past but this is far beyond. They literally need to add epilepsy warnings to their domain if they aren't going to hire competent designers. I feel nauseous looking at it and I've never had epileptic symptoms or motion sickness. This is horrible.Business Response
Date: 11/26/2022
Response attachedInitial Complaint
Date:11/19/2022
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 purchased a phone from visible wireless which is visible.com/ called visible Service llc in October 2022 haven't recievedthe phone at all I called for the phone or refund I got neither all I got was a wireless charging dock and a tracking number that has an error of not tracking and I can only live chat on there website and denied my refund so I'm stuck with out product and no refund.Business Response
Date: 11/23/2022
Response attachedInitial Complaint
Date:11/18/2022
Type:Delivery 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.
11/14/22 was the date of occurrence I pay $50 a month for services.The business committed to providing cell phone services.The dispute is about Visible not releasing my phone number in order to port it into a different carrier. Additionally, Visible within a week timeframe changed my phone number without my consent and authorization. I plainly received an email stating that my phone number had been changed. After speaking to various support representatives they told me the issue was resolved. Due to the issue occurring twice within a week, I decide I wanted to port my number out. Visible stated that I am unable to port my number because the number assigned to me does not match their backend system. This issue has been happening for various days now. ?Visible has not tried to resolve my issue. I keep being told by support that someone is working on it. Account #************Business Response
Date: 11/22/2022
Response AttachedInitial Complaint
Date:11/18/2022
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.
My phone cannot make phone calls even when I am current with my bill and Ive reached out to support three times today, reset my phone, redownloaded the eSIM, and they cannot fix it. I see others are experiencing this problem too. Absolutely ridiculous I cant make phone calls this is a safety issue this company needs to be fined because they do not have the capacity to provide **************** to their customers in spite of taking our money.Business Response
Date: 11/22/2022
Response AttachedInitial Complaint
Date:11/18/2022
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 purchased a new iPhone 14 Pro *** from Visible. I received the phone and Visible has been unable to activate it on their network. The phone does not work on their service. I have contacted their customer ********************** 4 times and receive promises of fixes, but nothing happens. They have no phone number, only an online chat for customer **********************. It takes about an hour to get an agent in the chat. The chat agent makes promises of sending emails with resolution but nothing happens. Now I have asked for a refund. The website states a 14 day return policy. The chat request for a refund continues to be promises of emails with return instructions and then nothing happens. Order number ******** made on Nov 15 2022. Customer ********************** case numbers ********, ********.Business Response
Date: 11/22/2022
Response attachedInitial Complaint
Date:11/17/2022
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 switched to visible and traded in my ****** Pixel 3XL for one of their phones at no cost.Since that time I have hard a frustrating experience no matter where I go, no data or very poor data compared to other services I have used in the last ******************************************** my life. I believe that they hope to discourage actual problem resolution and what they promise by offering the most unreliable and poor support experience than what I have ever encountered. I want my old phone back! and a refund for the stress and lack of reliable service. When you can't get ****** maps to work in downtown ****** **, you have an un-kept promiseBusiness Response
Date: 11/25/2022
Response AttachedCustomer Answer
Date: 12/12/2022
Complaint: 18420576
I am rejecting this response because:The issue was not resolved, Visible is lacking adequate support for their services.
This issue has cost me hors of lost time, and a few hundred dollars for my phone that I traded in and the months I tried to resolve issues to no avail..
Sincerely,
*******************************Initial Complaint
Date:11/16/2022
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 got a new phone from visible. It took five days to set up and got lead in circles. Their new scam is that their website is frozen on the spot where you can pay your bill. Also, their app is 100% frozen and wont open. When I needed to pay my bill, the app wouldnt work and the website wouldnt work so I couldnt pay my bill. For days and days before my bill was due I tried to get help and they lead me in circles. My service was turned off at 12 midnight when my bill was due. They turned it back on at 6 oclock the next morning and paid my bill themselves with my credit card. I would like to set up auto pay because my phone works fine. I have absolutely no way to pay my bill in any way shape or form. Now I am waiting till the end of the month when my bill is due to have them shut my phone off again and then I will have to request a chat with them, which might take up to an hour just to get in touch with them. They keep leading me in circles when I try to get help. They keep telling me they have fixed their app. It says right on the app in the App Store when it was last updated and visible is lying to me telling me it has been fixed when it has not. I just need to be put on auto pay, so I never have to talk with these people again, pardon me chat with these people again..Business Response
Date: 11/21/2022
Response attachedInitial Complaint
Date:11/16/2022
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.
Visible Account number: ************ Hi, I try to port out my phone number ********** from Visible to other phone carrier. Visible won't provide me the port out pin for this account and won't release number because they said account is inactive.Business Response
Date: 11/29/2022
Response attached
Visible Service, LLC is NOT a BBB Accredited Business.
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