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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:01/19/2023

    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 agreed to use Visible Wireless trade in program to send in my old phone to get in trade in value back. I was promised by Visible to get $160 in trade in value. I sent my phone to the correct address and received a confirmation that my phone was received and that I would receive the full trade in value. Visible will not pay my trade in value and says there is an issue with the company that receive the phone. I have no way to contact the company that received the phone. I would just like to get my trade in value. I have all emails and all confirmation numbers from Visible saying that my phone was received and that I would be paid the money back. When I reached out to customer REMOVEDthey did not respond.

    Business Response

    Date: 01/25/2023

    Response attached

    Customer Answer

    Date: 01/26/2023

     
    Better Business Bureau:

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

    Sincerely,

    REMOVED

  • Initial Complaint

    Date:01/18/2023

    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 plan and a phone from Visible by REMOVEDand it has been a nightmare. They could never port my number over from previous carrier Net10 which now somehow has my number stuck in phone number jail it seems. To make matters worse I cannot use my iPhone 13 because they will NOT unlock my phone, they said it will "automatically unlock" (wth?) by 60 days and this has still not the case so I have an expensive paperweight. What is even worse than that is their customer REMOVED. The people are nice once you get them on chat (no ability to escalate or call anyone to resolve an issue) but it is very dodgy chat hold queue, they drop you any chance they by stating "check back every 10 mins" then asking "are you still there after 2 minutes and when you don't respond they drop your chat and you have to start over. The worst wireless and they prey on people who need inexpensive and reliable phones and plans.

    Business Response

    Date: 01/24/2023

    Response attached

  • Initial Complaint

    Date:01/18/2023

    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 new phone and plan through visible to transfer a phone carrier I had in the past. They had promotion at that time (11/14/22) that will provide $250 gift card for my iPhone 13 mini. They had no explanations on how I would get the gift card, so I asked an chat agent what I needed to do, and they told me that it will be applied automatically. After I fulfill 3 months of being on the plan, which I didn't know that I had to wait and search it online about the information, now I'm told that the promotion wasn't applied, and it is too late at this point to honor my purchase. There was no explanation on their website about the process and steps, and I was misled by them and ended up without the benefit that they claimed to offer. The chat agent kept saying me that there was no way they could pay because of their system and company policy.

    Business Response

    Date: 01/25/2023

    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.
    Visible states in their unlocking policy that phone must be on visible for 60 days before unlock.I tried to get a specific date, since I transferred my phone to another owner who has visible and transfered my number to another provider.They are now refusing to ever unlock the phone because I didn't keep the phone under my original number.

    Business Response

    Date: 01/23/2023

    Response attahced

  • 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 REMOVED, 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 REMOVEDchat 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,

    REMOVED

  • 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 REMOVEDAgents 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,

    REMOVED

  • 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 REMOVEDbased company and REMOVEDis 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 REMOVED. 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 REMOVED, and find that this resolution is satisfactory to me.

    Sincerely,

    REMOVED

  • 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 REMOVED

    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 REMOVED, 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,

    REMOVED

Visible Service, LLC is NOT a BBB Accredited Business.

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