Telecommunications
Visible Service, LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 1,379 total complaints in the last 3 years.
- 201 complaints closed in the last 12 months.
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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:10/14/2022
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 ported my number back into visible wireless on July 28th, 2022. My account with them is ************************ I never had fast data speed usually between 8 am to 10 pm, and the speed is super slow. I reported this issue on September 9, 2022. The visible company tried to solve this issue and wasted lots of time resetting the network and troubleshooting, but they never really resolve it even though they sent me an email saying they fixed the problem. They opened several cases for this issue (reference numbers ********, ********, ********, and ********. I think this is because they are not giving customers the higher priority to have ******* signals, and they sort of admitted that. I requested compensation of $75, which is the amount I paid for these three months at full price. But they tried to avoid providing any, and the agent was saying they cannot provide any compensation before the problem is solved. Finally, I insisted to request compensation, then the team sent me an email saying they are willing to provide a $5 credit to my account on October 10th, 2022. It is unacceptable to me. I did not have the service, why should I pay the full price? Another thing that made me upset is that they did not solve the problem and try not to provide me compensation even after I requested it, and keep charging me full-price plan fees. I gave up trying to fix the problem and will transfer to another phone plan provider. Could BBB help me to get a $75 refund as compensation for not having the normal data speed during the period that I'm using the visible wireless phone plan? Thank you!Business Response
Date: 10/24/2022
Response attachedCustomer Answer
Date: 10/25/2022
Complaint: 18195417
I am rejecting this response because:1. visible was laying about the hours of slow data (sometimes I cannot perform their official speed test because of super slow date), the hours are from 8 am to 10 pm approximately. I may use a lot of data after 10 pm, but that does not mean I give up requesting my compensation. Everyone, including visible staff, does not want to pay for the phone plan only for sleeping time (10 pm - 8 am). Because I used the service, I'm not eligible for a refund. I don't buy it. Visible never provide me the full service that they should be and charged me for.
2. This is not about certain areas, it's about the whole city. I had same problem when I was in TX before. Both of *********, **, and ******, ** (currently I'm living) have this slow data problem. I have provided several places through those three cities that I had experienced slow data during the daytime, and they knew this is because visible does not have the priority to use ******* network, and this is not the problem I cause, instead, Visible itself. When I was contacting them, they asked me to do several times of troubleshooting and wasting lots of my time to get nothing fixed with their emails that saying they have already solved the problem. They need to pay for their bad customer ********************** and poor plan service. (I did not plan to request refund, but their poor customer ********************** and keep trying to say the problem is because of customer's device instead ********************'s service, then I decided to request the refund)
3. I don't need the credit because I'm gonna change to other provider, I cannot bear Visible anymore.
Thank you!
Sincerely,
********Initial Complaint
Date:10/13/2022
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.
When I signed up for Visible I confirmed in a chat with Visible that I could bring my phone device and switch my number over to accept the promotion of a $200 gift card. I went to their own website for details https://www.visible.com/deals/choose-your-own-gift-card. Near the bottom of the page there is bold lettering stating How to get your gift card 1Bring your phone or buy one from us 2Activate your service (well tell you how)3Make three full months service payments 4Choose your gift card So I thought I would get the gift card for completing their tasks. After 4 months I did not get a card so I had to go through Chat on their website. The chat person said I cannot bring my device, I have to buy one of their phones, contrary to what Visible is advertising on their website. It is illegal for a business of any type or sizesolopreneur, small business, large corporation, non-profitto purposefully publish an ad that is false or contains untrue, misleading, or otherwise deceptive statements or claims.In the chat I was told a supervisor would call me 9-28-22. No one called me. I went through chat again and they said a supervisor would for sure call me on 10-7-22. No one called me and no voicemail.Visible needs to honor their ad and email me the gift card as published.Business Response
Date: 10/30/2022
Response attachedCustomer Answer
Date: 10/31/2022
Complaint: 18192428
I am rejecting this response because: The visible rep is only regurgitating what all other Visible reps have have been herded to say. They did not address the attached picture proving the false advertising. I most definitely am not a current customer anymore because after 4 months patiently waiting for the gift card, Visible has decided to promote false advertisement and engage in this criminal activity. I do not want to be involved with any criminal activity so I switched to ******** ile. My speed went from 5 mbs on Visible to 389 mbs on ********.
Sincerely,
*******************************Initial Complaint
Date:10/13/2022
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.
This company is a fraud !!! Worst customer ********************** in the world. They do not have a phone number for their company. Forces live chat with robots impossible to talk or chat with real person. Increased phone service prices for all customers. Lied and said old customers would be locked in. Refuses to respond via "live chat" l, ********* instagrams, ******* which are the ************ available to communicate sadly.Business Response
Date: 10/19/2022
response attachedCustomer Answer
Date: 10/19/2022
Complaint: 18190948
I am rejecting this response because: *********** lied and stated that customers who were already with the service would continue to receive their party pay discounts. Which was the only reason I upgrade because they had a message on their website page stating that all members should upgrade and we will receive the same discounts. Upon upgrading, I lost all of my discounts. It took for me to contact them on ********* ******** Instagram ,and their App to respond to me. And after I complain to the Better Business Bureau then they contacted me. I'm Very upset and I hate that I upgraded and lost the plan that I previously had. when I asked them to give me my old $25 plan back they acted like they were incompetent and unable to do it. And I still state that this company has the worst customer ********************** I have by far as seen.
thank you.
Sincerely,
********************Initial Complaint
Date:10/12/2022
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 ordered a new phone with a new plan on September 3, 2022. They offered a free phone if I return an old phone. I returned my old phone on September 14, 2022. It was delivered to them on September 16 according to the *** tracking. Then, on October 6, I received an email that the swap deadline had expired, and I was charged $100.I just spent 3 hours in a chat with Visible trying to get my $100 refunded. They won't refund my money becauI can't provide the **** number for the phone I sent back even though the phone was delivered to them, and I provided the tracking number.Customer Answer
Date: 10/21/2022
My complaint #******** about Visible has been resolved. I kept complaining to customer ********************** until they escalated my complaint, and they finally agreed to refund me the $100 that they took.Initial Complaint
Date:10/12/2022
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 currently have Visible service. I plan to switch service providers. I want to keep my current phone number, but I am having a problem with the phone number being locked to Visible. I have been to ******* and they could not access the phone number to port over. I have been trying to contact Visible customer ********************** but have not reached anyone.Business Response
Date: 10/29/2022
Response attachedInitial Complaint
Date:10/12/2022
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.
On August 22,2022, I activated a new iphone13 and new Apple Watch Series 7, with a new account and new number with Visible. From the beginning of me activating that phone and watch, it never worked correctly. It constantly said i had no service. So I reached out to their customer ********************** department multiple times between August 22, and September 9, 2022. I was told there was a porting issue every time I actually got to connect with a representative, and was reassured each time it was being fixed. With nothing getting resolved, and me being pushed from person to person, I cancelled my service with them September 10,2022, due to them not being able to make my phone work. I tried for weeks to get in touch with someone to get a return label sent to me so I could return my devices. When I actually got someone to respond to me, on September 26, 2022, I was told I could not return my brand new devices because it was not within their two week period for returns. I TRIED REPEATEDLY to get them to correct the service issue. I TRIED REPEATEDLY to get someone to respond to me for a return label, only to be told its my fault and I am stuck with it. There was a case number for the issue with my phone that NEVER got resolved: ********. I want to return the phone and watch for a full refund. I want other to know they are a scam and there is no actual way to use a phone number to contact anyone from that company.Business Response
Date: 10/29/2022
Response attachedInitial Complaint
Date:10/12/2022
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 am a current customer of ******************** Telecommunications and am unable to reach anyone to discontinue my service and transfer to a new provider. I have had horrible service and phone calls dropped or not received on a consistent basis. I am now trying to switch providers, but cannot because they have locked my phone and there is no way to get through to an agent for help. The only way to contact them is via online chat and I have been trying for days unsuccessfully. I see on their online community chat that others have been trying to reach someone for 15 days and have spent 150 hours without success. I am hoping something can be done - customers have to be able to contact the company!Business Response
Date: 10/21/2022
Response attachedInitial Complaint
Date:10/12/2022
Type:Customer Service 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 a visible phone plan. The company was unable to provision SIM service to activate my phone. Upon signing up for service, the site claims that charges are not incurred until service is activated. After many hours and several attempts Visible was unable to provide service to my phone. They charged my AMEX card anyway for $30 having not activated my phone or provided any service. The company does not have any kind of customer ********************** other than to wait for a chat bot for times ranging from 30 min to an hour or more. I attempted to have charges reversed over their chat bot customer care as well as via email. Charge remains on my CC I have disputed with AMEX as well. This company is dishonest and is scamming people for phone service that it does not provide and makes no attempt to provide. My trouble ticket number with these scammers is ********Business Response
Date: 10/26/2022
Response attachedCustomer Answer
Date: 10/30/2022
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:10/11/2022
Type:Sales and Advertising 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 website clearly shows that there is a 200 dollar gift card if you bring your own device when you join. After joining they then told me that their own website is wrong and that in order to get the deal I needed to buy a device from them. They acknowledge their website is completely wrong and misleading but refuse to do anything about it.Business Response
Date: 10/19/2022
Response attachedCustomer Answer
Date: 10/19/2022
Complaint: 18199983
I am rejecting this response because:You are referring to the wrong account. That is my personal account for phone number ************. This is for my sons account ************ (his email is ***************************). This is related to Visible incident number 04227694 . Please recheck your system and look at the correct account. I apolgize if I didn't give the inormation correctly in the original complaint.
Sincerely,
*************************Customer Answer
Date: 10/27/2022
yes my son is a minor.Business Response
Date: 11/08/2022
For account#************, this member will qualify for a $50.00 gift card once three monthly service payments are applied to the account (in or around December 10, 2022). Please see the attached document with the chosen gift card when activating services with Visible.Initial Complaint
Date:10/11/2022
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.
Purchased iPhone SE and phone service from Visible. Received the phone on 10/3/22. Since that time, I have been unable to receive incoming calls. I have spent hours with their online chat, which is the ONLY way to contact them, all to no avail. So now I have a new phone that is locked to their company for 60 days, therefore I cannot just get service from a different provider, and no one can call me on this phone. They emailed me a case number ********]. They do not reply to email. They just refer you back to the chat line. So I am stuck in a loop, with nowhere else to turn. I have included my husbands phone number on this form, as you cannot reach me on my phone.Business Response
Date: 10/20/2022
Response attached
Visible Service, LLC is NOT a BBB Accredited Business.
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