Business Profile
Telecommunications
Visible Service, LLCThis 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.
- 201 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:01/09/2023
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 have been unable to log into my visible account for 54 days. The only means of paying my bill and making changes to my account is via online and or the app. The app and website both tell me my credentials dont match whats in the system. I submit a forgot password click and never receive an email. I didnt consider this an issue at all until I dealt with the incompetent customer ********************** arm of **********************. First, the only means of resolving issues is through the chat feature. I have chatted with 11 employees in the service department who each told me I would receive a link from upper customer ********************** management to resolve my issue. There is no problem sending me email reminders and notifications about when my bill is due, but nobody the capability or experience to actually send me what I need to access my account. Im at a loss as to what I can do because Im somewhat trapped due to purchasing a phone via visible through my affirm finance account. It has been a perpetual cycle of the same jargon and no results. Im happy to pay my bill and everything I owe them but I cant without access to my account.Business Response
Date: 01/12/2023
Response attachedInitial Complaint
Date:01/07/2023
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 transfer my number to Visible 2 months ago but forgot to add a ************** Speaker promotion code at checkout. After contacting customer **********************, they said they will add the promotion manually after the third service charge and gave me the case number. However, when I reached back to them, I could not believe they said the promotion was unavailable at the time of my purchase. This is cheating, several of my friends made purchases on the same day and all got the promotion.Business Response
Date: 01/08/2023
Response attachedInitial Complaint
Date:01/07/2023
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 a new phone from them on 12/25. I had to contact them three times to actually get the phone. They promised it on 12/26 then 12/27 then 12/28 and finally they shipped out a new one after multiple contact attempts. I received the phone on 12/30. I then attempted to activate the phone. I was unable to do it so I contacted their support. After spending 13 hours on a chat (consecutively) they were unable to activate the phone they sent me. They said they would send a *** card to activate my phone however my phone would be unusable for the entire weekend. I was to get the *** card on Monday 1/2. On 1/2 the *** card did not show. When I checked tracking it showed they hadn't shipped yet. I contacted them and spent several hours on a chat with them. They said they would send the *** card and I would have the next day on 1/3. Again on 1/3 it did not show up. They said it would show on 1/4 via ***** the next day. The *** card finally showed up. I spent another 7 hours on chat trying to get the sim card to work. They couldn't get the phone working. When I asked what I was to do now they said they didn't know. They also couldn't get my old phone to work anymore either. So at that point I asked for a refund of the money for the phone. I went to another carrier the next day on 1/5 and bought a new phone. As they were setting up the phone they asked Visible to port the number over to them. Visible didn't approve it after over an hour. I contacted them via chat again (because there is no number to dall) and spent another 4 hours on a chat for them to tell me it takes ***** hours to port a phone over to a new carrier. I explained my medical medication pump is tied to my phone and that I could not go another week without a phone. They said there was nothing they could do. Now 48 hours has passed an they haven't ported over my phone nor are they responding to my chats any longer. They are holding my number hostage!Business Response
Date: 01/12/2023
Response AttachedCustomer Answer
Date: 01/18/2023
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:01/06/2023
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.
Visible Wireless did not honor their advertised promotion. I have been with visible for 4 months now. Month 2 of service I was locked out of my account for some unknown reason and they kept taking out my monthly payment even though I stated I had no access to the account. They promised a $200 gift card iPhone 13 Pro *** on a new line upon joining. I joined visible with my own device and purchased a new device after porting in for this promotion. The promotional guidelines state that if you purchase a device within 30 days of start of service and port in then you still qualify for the promotion (of the new device) . after months of arguing and getting back emails stating I do no qualify for this promo, that I definitely do qualify for, I am at a loss of what else to do. On top of not honoring the promotion that I was able to see in my cart throughout checkout (I only bought this device because of the advertised promotion), Visible now has my previous device that I traded in and is has not paid me the $175 for my trade in that they have had since 11/14/2022 . It has almost been two months now and the most I get back is "We will get back to you in ***** hours with an update" and that just keeps coming about every three days. apparently it is an issue with "blackhawk" or "assurant" however I don't find it correct for visible to not only not honor the promo that made me purchase my device but ALSO not pay me my money for he device they are holding hostage. I do not have the patience to wait much longer for either of these to be rectified and I am worried I may need to take legal action very soon for them to do anything about this. I had such high hopes for this service and it has been downhill since month 1. Would Visible please honor their promises and give me my promotional gift card or AT LEAST my money that they owe e for my trade in?? Thank you.Business Response
Date: 01/10/2023
Response attachedCustomer Answer
Date: 01/10/2023
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:01/06/2023
Type:Order 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.
Visible Account #************. The incorrect promo is applied to my account. I signed up and asked for the following promo $200 gift card and Airpods Pro 2. Please provide the correct promo for my sign up.Business Response
Date: 01/07/2023
Response attachedCustomer Answer
Date: 01/07/2023
I would like to return the device. Please authorize the return. I will re-order using the promo code for airpods pro and $200 off.Customer Answer
Date: 01/11/2023
Please close Complaint ID: ******** against Visible Service, LLC.
*******************************Initial Complaint
Date:01/05/2023
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.
I have been without phone service for 4 days. I have reached out numerous time and had a supervisor guarantee I would have service or my phone unlocked by midnight. I have yet to connect with someone and when it does it ends the chat. I have paid for services for the month and have not received that service paid for. This is an unprofessional business and scam.Business Response
Date: 01/10/2023
Response AttachedCustomer Answer
Date: 01/10/2023
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:01/05/2023
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.
i bought an iPhone 13 pro with Visible and it come with an 150 Gift Card promo and B&O A1 Sounder Bar promo.the promo did not showed up with my account because of trade in program after i made a purchase. i have reached to Visible Care Team for solution. Then the Agent told me if i did not send the trade in program and kept my iPhone 13 pro device. They will view my case and give me an exception for the promo after 3 month their server. after 3 month they told me they are not able to give me since the agent linked my case to wrong account which is my another account. Then they do not give me my promo GC and B&O sound bar. i have asked them to open case for the promo issue. then they rejected. i am eligible custom with the eligible device from them. it is not my fault, and they made mistake, so they have to shoulder the responsibility. The chatting history provide below on the Upload DOCBusiness Response
Date: 01/12/2023
Response AttachedCustomer Answer
Date: 01/12/2023
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:01/05/2023
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.
Complaint: 18670986
I am rejecting this response because:
When I contact the Visible team, they said that I do not qualify for the promotion. However, I have asked the agent before and after buying and three agents did confirm that I am eligible. I have already contacted the Visible and they could not solve my problems. And now I could not find the Visible via BBB but only to find you ******** Could you please help me solve out my problem? Thank you!
Regards,
***************Business Response
Date: 01/03/2023
Please see attached document.Customer Answer
Date: 01/05/2023
I bought an iphone 12 in your website (Visible Wireless) in Oct, and applied the promos of Visibundle and $150 gift card. Before and after buying, I have contacted your team for several times to make sure and confirm that I am eligible and will get these two promos for ****% sure after making three months payments. However, now I have already paid, the two promos does not appear automatically. So I come to your agent so many times to address this problem, and you know that I have waited for a long time to reach out an agent every time. It is kinda time-consuming and annoying. And also they say I will get these two promos. However, today morning, your promos team said they could not give me the gift card because my phone is not on the promotion list! But the agent did tell me it is the error of your system, which means it is not my fault. So now I am arguing that I want my $150 gift card back and 2 months credits for compensation.my account is: *********************** and the previous one is: ******************** my order number is: ******** the case number are (since I contacted your team and confirm so many times): ********; ********; ********Business Response
Date: 01/18/2023
Response attachedInitial Complaint
Date:01/04/2023
Type:Order 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.
This provider allowed me to purchase a phone. When activating the phone, the phone had some issues activating. They had stated to me that this was because I had to upgrade the phone, but this was never stated during the purchase process. This is not a contract service. I don't know if this is normal practice for the company, but around 6:30pm Pacific time, I had the attached chat with one of the care representatives. The only resolve was to upgrade. When I threatened to move my service, they promply advised there was some other option available, but a supervisor wasn't available to assist.Business Response
Date: 01/10/2023
Response AttachedCustomer Answer
Date: 01/10/2023
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. Unfortunately since the service has been switched, theres nothing else that can be done, but please notate this for further complaints please.
Sincerely,
*********************Initial Complaint
Date:01/04/2023
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 ha e been a customer of ********************** wireless for several years now and was under the $40 unlimited plan which actually was unlimited and not throttled or prioritizing customers that wanted to pay more. Since ******* no longer is tied to any legal sales contract restrictions with them they breached my contract with their new plans and is still charging me the old price at worse service. I have talked to a dozen customer ********************** representatives that just feed me the same blind troubleshooting. I would like to *** this company for breech of contract. I am now receiving data at .2 mbps instead of the 80+ I was getting before ******* took over. This is blatant theft. I want them to fix my problem and give me the service I originally agreed to and have them reach out to all customers experiencing this and offer proper compensation. If not this will end in court.Business Response
Date: 01/12/2023
Response attached
Visible Service, LLC is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.