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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

  • 1,081 total complaints in the last 3 years.
  • 181 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:01/24/2023

    Type:Customer Service 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.
    Date: 1/23/23. Have service with Visible. Bought new iphone se from visible. It took 12 hours with customer REMOVEDto activate. And then iMessage and Facetime were not working. So they said they had to reissue eSIM. Now they say it is stuck and for last 12 hours have been saying they have to manually push this eSIM profile trigger in the system. None of their customer REMOVEDpeople really seem to know what is going on and their response time is awful.

    Business Response

    Date: 01/27/2023

    Response attached

  • Initial Complaint

    Date:01/23/2023

    Type:Billing 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.
    Signed up for this auto pre paid phone service, but it barely worked. No service, texts weren't sending or being received, couldn't make calls, etc. Tried cancelling and getting a refund, but there's no real customer REMOVED. No one to call with issues and can only use chat bot function or social media. I even requested a supervisor to call me, but none called back. I was told my "usage was too high" for the single day I had the monthly service. Switched to REMOVEDproper, but lost my $15 and would like a refund. Collossal waste of time.

    Business Response

    Date: 01/27/2023

    Response Attached

  • Initial Complaint

    Date:01/23/2023

    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'm on vacation in REMOVEDfor the winter. Since the REMOVEDstarted my service has be deprioritize by the parent company REMOVEDso much my phone hasn't worked for 3 weeks unless I find pay to use WiFi . I tried contacting Visible through the only means available "Chat" they refuse to look up the one zip code for REMOVED. I have to pay for data to find it. I informed them that even with the temporary towers REMOVEDput up visible customers are not getting any service from them! The REMOVEDprioritization is leaning to far towards REMOVEDcustomers not leaving enough for there Visible customers. I asked for a credit for this month they won't move forward with anything unless I do all the work searching for information they already have access to free I have to pay to obtain on top of my monthly bill with them. The account is under REMOVED

    Business Response

    Date: 01/30/2023

    Response attached

    Customer Answer

    Date: 01/30/2023

     
    Better Business Bureau:

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

    Sincerely,

    REMOVED

  • Initial Complaint

    Date:01/23/2023

    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 port out my Visible number REMOVEDto other carriers. It's locked my Visible.I tried to port to REMOVEDand US mobile, both failed showing account number not correct. Asked REMOVEDand they did nothing.Visible should release my number.

    Business Response

    Date: 01/25/2023

    Response attached

  • Initial Complaint

    Date:01/22/2023

    Type:Customer Service 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 service with visible for 2 years, today i went to add an additional service for a feature advertised on the website and got a error when doing so. When contacting support i was told that i couldnt add this service until my billing cycle was over. When asking for where this is found, they linked me to a website on their site that actually claims you can. the agent then pretended to transfer me to their manager and said the same thing again. ultimately. I'm without this additional service because of this. ive waited three times in queue and its been 4 hours of my time. If this doesnt get resolved they will be in breach of what is advertised on the website, and will have lied to a loyal and paying customer.

    Business Response

    Date: 01/27/2023

    Response Attached

  • Initial Complaint

    Date:01/22/2023

    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.
    Visible failed to port-in my phone REMOVEDkeeps saying from the past few days that they are escalating but there has been no resolution so far.Now, if I want to port out of visible they say that I might loose my number. I need visible to fix the issue as no mobile network is severely impacting my daily work & loss is wages.

    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 & the phone service is active now.

    Sincerely,

    REMOVED

  • Initial Complaint

    Date:01/22/2023

    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 activated service with visible in October of 2022. There was a promotion at the time offering a gift card upon 3 mos consecutive autopay for service with purchase of the new device I chose. Upon 3mos payments, I hadnt received word of my gift card so I reached out via chat. The chat took about 2 hours due to ridiculous wait times. I was told there was no promotion at the time of my purchase and denied the gift card. I didnt take a screenshot as I had no reason not to trust visible. They also made an error in not granting me a referral bonus automatically which required me to spend an exorbitant amount of time on chat to have their error corrected

    Business Response

    Date: 01/25/2023

    Response attached

    Customer Answer

    Date: 01/25/2023

     
    Complaint: 18878678

    I am rejecting this response because: there was a promotion listed on the day I purchased my phone. I wouldnt have purchased through Visible if it wasnt because I could have used my employer discount program. The promotion through Visible made the phone a better bargain. I have no reason to be deceitful. Visible is unorganized and does not honor their promises to customers 

    Sincerely,

    REMOVED

  • Initial Complaint

    Date:01/22/2023

    Type:Sales and Advertising 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 previously had an account with Visible. I decided to port my number out to another service and my original account with Visible was closed. I have now established a new account with Visible and wanted to port my number back in to replace the one assigned by Visible. Even though my service is currently active elsewhere, when I try to port my number back in I receive an error that the number is already with Visible. The number might be associated with an old visible account but it is in no way active with them or that account currently. I have initiated in 4 separate chats with support tickets to try to resolve this and have also reached out to the REMOVEDport center directly. I need Visible to correct their error- my number is not active with visible and should be eligible to port in. If they need to change their system to unblock or fully release previously registered numbers, that's not my fault. I would like my desired number ported into my new Visible account. That simple.

    Business Response

    Date: 01/27/2023

    Response Attached

  • Initial Complaint

    Date:01/20/2023

    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.
    Originally I purchased a REMOVEDPixel 6a phone from Spectrum. However, it did not work properly and eventually even YouBreakIFix could not repair it. Both REMOVEDand Spectrum denied responsibility and refused to replace or trade in the phone. So I got another phone from Visible who offered a Trade in Value of $190. However, through ALL their poor customer REMOVED, they refused to honor the trade due to "anti-theft" and refused to RETURN THE REMOVED"per company policy." Visible is in effect STEALING the phone that legally I can trade (I checked prior). Visible will sell the REMOVEDPixel 6a and redeem profit while I am still on the hook for payment. REMOVEDSpectrum REMOVEDFile REMOVEDVisible File

    Business Response

    Date: 01/25/2023

    Response Attached

    Customer Answer

    Date: 01/25/2023

     
    Complaint: 18867965

    I am rejecting this response because: This is nothing more than a stalling technique used by Visible.  I have had repeated saved conversations with them regarding the return of the phone.  I am not the first complaintant regarding this matter. 

    Visible is stealing people's trade in phones without regard to providing agreed upon financial value.  Visible needs to be fined accordingly by the REMOVEDFFC, and BBB and they are not participating in legitimate trade practices.  

    Please do not consider this matter closed.  Visible is criminal and needs to be held accountable. 


    Sincerely,

    REMOVED

    Business Response

    Date: 02/01/2023

    We receive Your Device after the timeframe specified in Our communications to You or in a different condition than what We agreed (including if security features are active), We will contact You with an Adjusted Offer, which may be as low as $0. If You choose to accept the Adjusted Offer, We will process the Credit due. If You reject the Adjusted Offer, You may request that We return Your Device. If You do not respond within the timeframe specified in Our communications, We will treat that as Your acceptance of the Adjusted Offer, not return Your Device, and process it as a trade-in. The option REMOVEDwould have is to decline the offer and request the device back if the time frame has not lapsed for that option.

  • Initial Complaint

    Date:01/20/2023

    Type:Delivery 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.
    Case number provided by company #REMOVEDiPhone was purchased through company. The device never arrived at my address. After a request by the company, I filed and provided a copy of a police report after which the company emailed me (I still have these emails) stating that I would have my problem resolved within 3-5 business days. I never heard from the company again. I reached out again over email and through the chat feature on their website. This company is either a scam and never sent the device or is purposefully withholding my return funds.

    Business Response

    Date: 01/24/2023

    Response attached

Visible Service, LLC is NOT a BBB Accredited Business.

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