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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

  • 1,379 total complaints in the last 3 years.
  • 198 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:01/17/2023

    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.
    Purchased iPhone and Apple Watch from Visible. Since purchase 2 weeks ago neither watch nor phone have worked properly. I have spent hours trying to problem solve via chat. They refuse to speak to me on the phone. They refuse to unlock my devices so I can use another carrier and use phone services. I cannot receive calls. My watch and phone will not connect. I am paying for all of these services.

    Business Response

    Date: 01/20/2023

    Response Attached

    Customer Answer

    Date: 01/20/2023

     
    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. Although I do want to note that their letter is inaccurate. My services were supposed to go live on 1/5/23. On 1/8/23 I began asking for help with the Apple Watch. I complained 15 times, 13 time going to higher level supports without resolution. I complained on 1/16/23 that I was not receiving calls. Since the BBB became involved, I got a call from Visible and all devices are working properly. I did get a $15 credit but that does not come close to compensating for the time, a minimum of ********************************************* chat queues and being asked the same questions over and over. I would still appreciate the devices to become unlocked so that I can move on if this happens again. I am very thankful for the BBB! The person that helped me at Visible was great too. 

    Sincerely,

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

  • Initial Complaint

    Date:01/17/2023

    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 can not see what party I'm in or how many people are in it. On iPhone App, Windows Edge and Windows FireFox. You're charging me extra as a bonus. Chat agents are not able to assist nor ************ Agents after uploading a screen shot of their faulty system. I've uploaded a screen shot here.

    Business Response

    Date: 01/23/2023

    Response attached

  • Initial Complaint

    Date:01/17/2023

    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.
    On October 26th, I ported in my phone number with Visible's Halloween promotion that will give new purchases of iphone SE a $150 gift card after staying with the carrier for 3 months. This promotion for buying new iphone SE is widely reported by many news reports. However, when I requested the gift card from Visible after satisfying all the conditions, Visible only provided $100 gift card rather than $150 gift card that was promised. I repeatedly asked Visible to double check but the agent continued to say the promotion is only $100 gift card. To this date, I have been unsuccessful in requesting the additional $50 gift card

    Business Response

    Date: 01/19/2023

    Response attached

    Customer Answer

    Date: 01/19/2023

     
    Complaint: 18825144

    I am rejecting this response because:at the time of signing up the visible system does not allow me to choose my carrier even though the carrier is among the eligible promotion list and the customer agent assured to me the promo code will be applied retroactively once I am with the carrier for 90 days. However based on the response from visible it seems a visible agent later applied a wrong promotion code. It is not my mistake and I disagree with visibles practice of bait and switch

    Sincerely,

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

  • Initial Complaint

    Date:01/17/2023

    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 signed up for Visible service. The service never worked. They are a ******* based company and ******* is the only wireless company that works well in the Nebraska area. The phone was never set up correctly. It just kept saying no service. I chatted with representatives on multiple occasions and they continually said they were working on an issue, but would not tell me what the issue was, but still charged my account the $45.00 fee for the service. I would like my fee back and my account closed. I still can't get a Port Pin for my number of ************. They have essentially taken the phone number that I have for over 20 years. It has been terrible trying to change my number with businesses, family, and friends because Visible didn't know what they were doing.

    Business Response

    Date: 01/24/2023

    Response Attached

    Customer Answer

    Date: 01/31/2023

     
    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:01/16/2023

    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.
    When before I signed up to get visible service I noticed if I purchased a new phone through visble I would get a $250 Amazon gift card and free beats headphones no where did it say I wouldnt be able to trade in my phone as well and last person I spoke with said I would get the email after the 12th of January and now Im being told that it was considered stacking and thats apparently not in the promotion nor was I told that so now Im wondering why someone from visible told me Im getting it now Im being told Im not! Ever since I started with visible I had to jump through hoops to even get my trade in credit and the chats dont have employees names to state who has said what for proof! They are a bunch of scam artists no where in the promotion did it state anything about stacking they owe me for my time and effort of having to jump through hoops over my promotions

    Business Response

    Date: 01/19/2023

    Response attached

  • Initial Complaint

    Date:01/16/2023

    Type:Order 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 with Visible using the educator/teacher discount from ID.me. I should have $5 discounted from my monthly bill on a reoccurring basis. The chat rep was unable to perform the discount (Case ID *********

    Business Response

    Date: 01/25/2023

    Response Attached

    Customer Answer

    Date: 01/25/2023

     
    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. I expect to receive the discount by the next billing cycle. If I do not receive the discount, I reserve the right to re-open a complaint against Visible to seek the agreed upon resolution.

    Sincerely,

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

  • Initial Complaint

    Date:01/16/2023

    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 purchased a phone and plan from visible. The phone is financed through affirm. The phone did not work so I returned it to visible with a *** label they supplied. I have the tracking information that says it was received at the warehouse on 12/16/22. Today is 1/16/23 and they have not canceled the loan or refunded me the money for the phone. I have contacted customer ********************** 8 times and they will not do anything but tell me they are still working on the issue. The loan company wants their money.

    Business Response

    Date: 01/19/2023

    Response attached

  • Initial Complaint

    Date:01/15/2023

    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.
    I transferred my number to VISIBLE Nov 5th,2022 when they were having promotions. The promotions were a $150 Gift card and the VISIBUNDLE speaker. However, after 3 months of service, I only received a $150 Gift card when I asked them for the promotions. Regarding the VISIBUNDLE speaker, they told me that they were investigating the situation. I ask their customer ********************** 5 times and they told me that they were still investigating the situation. I do not know why they were still investigating the situation. This promotion was offered by them and was promised by them. I just want to get my promotion.

    Business Response

    Date: 01/23/2023

    Response attached

    Customer Answer

    Date: 01/31/2023

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:01/14/2023

    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.
    Prior to switching to Visible, I was a ******* customer. I switched *********************** around November 2021. Recently, I have been having issues where I would have to re-start the phone, text messages not sent or received and same for voicemails. On January 6th, my phone showed "SOS" where the service bars typically are. Due to the issues leading up to this, I decided to go back to ******* even though Visible is OWNED by *******. ******* works best on our area. I went to an authorized retailer near me at the end of the day, told them the issues and they began trying to help. The associate put my phone number, that I have had for 19 years, into their system and it showed activated under another customers name. This customer completed an order on 12/25/22 and activated the line on 1/4/22. ******* corporate told me "it's illegal to take a phone number from someone" when I pleaded with them to fix this error. I contacted Visible by chat online since you can't call them and was told there was nothing wrong with my account. Since 1/6/22, I have received 1 email daily from Visible stating they appreciate my patience while they work to fix this "hiccup". Their hiccup has already cost me thousands of dollars as I use this phone number for business. It is printed locally and online in many areas. I have yet to identify all the places the number is associated to me that I have missed.

    Business Response

    Date: 01/23/2023

    Response Attached

  • Initial Complaint

    Date:01/14/2023

    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 transferred my phone service from ******* to Visible and brought my own phone. Visible service did not work and I was on the online "chat" help for no less than 8 or so hours, over the course of several days. At no point did my service work correctly and they refused to have an agent fix the issues (couldn't receive voicemails or text) or call me with a live person. I finally got frustrated enough that I went to transfer my service back to *******, all to discover Visible had locked my phone- which is against policy. They state they only lock phones for 60 days IF purchased through them. An online chat agent verified this info, but still refused to get the issue resolved by unlocking my phone. This cost me a lot of time and money.

    Business Response

    Date: 01/18/2023

    response attached

    Customer Answer

    Date: 01/18/2023

     
    Complaint: 18814110

    I am rejecting this response because:

    1) While I was able to send/receive texts from most iphone users, I was not able to receive them from anyone else.

    2) At no point was I getting functional voicemail- people left messages but they didn't come through to my phone. 

    3) I contacted Visible customer ********************** via chat at least SIX times- one of these times, I was on for two hours. They refused to put me through to a supervisor.

    4) My phone was not purchased through Visible, nor was it under contract with them. It was against FFC rules to lock it, as they did. I spent SIX hours dealing with customer ********************** trying to get in unlocked. 

    5) After spending almost TEN hours trying to get resolution to the issues, and having no one who was able and/or willing to resolve the it, I absolutely decided to transfer back to my previous service provider.  Visible's ASTERICK** notes on their response is completely out of line. 

    6) At no point after signing up did I have the full service I paid for. 

    7) I will consider this resolved once Visible has refunded the month of service that I paid for and was not able to receive. 

    Sincerely,

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

    Business Response

    Date: 01/25/2023

    As mentioned the member had service and no refund be provided.  Visible has thoroughly investigated the issue and no further action or refund will be provided.

    Customer Answer

    Date: 01/30/2023

     Complaint: 18814110


    I am rejecting this response because:

    Again, I had PARTIAL service. I was unable to send/receive texts from non-iphone users and my voice mailbox was not working correctly. I was on chat with your "help desk" for no less than 10 hours in total and the issue is VERY well documented. I also have countless screenshots from family members who could not get in contact with me and had all of their messages come back as undeliverable. You guys were unable to resolve it, and then illegally locked my phone so I could not transfer to another provider, which I have filed a complaint for with the FCC. 
    Ultimately, I had to switch to a new provider and purchase an entirely new phone, due to you having my phone locked. Please refund my $15 or I intend to file a small claims suit for the $15, as well as the cost of my new phone. 
    This is ridiculous that you would go to this extent to fight over $15. 

    Sincerely,

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

    Business Response

    Date: 02/02/2023

    As mentioned due to use on the account Visible is unable to issue a refund and Visible device unlock policy is 60 days. Visible has thoroughly investigated the issue and no further action or refund will be provided

    Customer Answer

    Date: 02/07/2023

     
    Complaint: 18814110

    I am rejecting this response because:

    1) I had usage to other iphone users ONLY. Incoming/outgoing texts to all other devices were INOPERABLE. 

    2) I was not under contract and my phone was fully paid off and brought over to Visible from ******** VISIBLE LOCKING IT WAS ACTUALLY ILLEGAL. 

     

    I plan to file a lawsuit if this issue is not resolved with your next response. Seems way cheaper for you to just admit fault and refund the $15. This is utterly RIDICULOUS. 


    Sincerely,

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

Visible Service, LLC is NOT a BBB Accredited Business.

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