Reviews

Review Details

• Review fromDaryn W

  Date: 12/07/2024

  1 star
  Visible had a promo for a free phone with an annual plan. I ordered and was charged for the phone, so I did online chat service with an agent. After waiting for two hours, I finally communicated with a live agent. She assured me I would be refunded. I was not. In fact, I was charged the whole $671.75, and the phone was never received. So, I could not send it back for a refund, because I never received it. I have tracking numbers that show it was returned to the warehouse. I am awaiting a refund. Also, during my many discussions with the agent handling my case, I was assured I would still be able to take advantage of the promo. Well, the phone is out of stock apparently so the promo is no longer valid. But that can't be true, because the one assigned to me was returned to the warehouse. This is a joke of a company. Do not sacrifice your time and mental health to save a few bucks. Lastly, I asked who to contact to file a complaint, and I was given a fake email. Scam central!

• Review fromWilliam T

  Date: 11/05/2024

  1 star
  Worst customer ********************** of them all. Zero help. Cannot send out large files or any pictures thru hotmail. Run from this company. It's atrocious

• Review fromLeo P

  Date: 10/22/2024

  1 star
  Visible advertises an Upgrade Program, but I have not been able to utilize it for some unknown reason that customer representatives and engineers cannot resolve. I've been provided multiple case numbers over the past month, and no avail. While the price of service and quality of service has been great, their ability to resolve technical issues is terrible.

• Review fromCailley S

  Date: 09/13/2024

  1 star
  Worst customer ********************** I've ever experienced, and did not know what to do but leave a review, and maybe help someone choose a different option and hopefully save themselves the 10 day headache, rudeness, and no answers I've had to deal with. I just wanted to get my cracked phone screen fixed with the insurance I pay for every month. I will certainly be switching mobile carriers, but I won't leave without getting the insurance help that I've paid for every month for almost 2 years.

• Review fromCailley S

  Date: 09/13/2024

  1 star
  If I could do 0 stars I would. This isn't even my first issue with Visible by verizon, just the most frustrating and long winded. The customer service is atrocious, as it is mostly bots, and if you can speak to a live agent they seem to have fake names and therefore can't provide you with their last names. If you have an issue the answer is always we are "sending it to a specialist" you should hear back in 3-5 business days. And then it seems to be a never ending circle of that same statement. They claim to have a download option for a transcript of online chats, but every time I try I get kicked off, so I've had to resort to taking screenshots. I have been trying to get my phone fixed with the insurance I pay $10 dollars a month for, for 2 weeks. They went from claiming that I don't pay for the insurance, even though it's on my bill, to saying that they are filing the claim for me, which still hasn't happened. Now I just spoke to a rude customer service agent named "*****" who refused to put in writing that he said it would be another 2-5 business days till I heard from the specialist, because apparently only one specific specialist can be assigned to a case. I have never encountered this kind of trouble and horrible customer service from **********************, and it feels like visible is trying to scam me out of my money. If you read this please look elsewhere for mobile services.

• Review fromThomas J

  Date: 09/03/2024

  1 star
  Im a customer over two year now.I was calling them couple of time to active my watch because it says on their website its supposed to be free to visible plus members.They requested my identification information I gave them everything they need and suddenly they said my email is not matching my account (leave the face this is the email Im login into my account till that day!)So I was asking them to fix the problem.. they gave me the run around for over 5 days!Manger called and basically told me that is not my account and I need to remember the email on my account and like I said before I gave them the right email! I was getting mails to identify my account via the app but when they sending me a email to verify I do not get them!They were lying to me 3 times! They said they will fix it and call me back! Never did!I was talking to a manager and told her to fix the issue with my email but she refused to fix it and again told me its not my account and she cant help me with that and she said thats your problem not remembering your email! I wanted to port out from them but they again refused to give me my porting information!So I had to leave them and change my number and basically requested a cancellation via the app.. I was texting them to make sure they got my cancellation and again they said not because its not your account you cant cancel it!This company is a scam! And Im still waiting for solution!!Be aware of them!!In the past the got lawsuit for exactly that!They got hacked and people information got deleted and people got stuck out of their account!!

• Review fromStacy H

  Date: 08/22/2024

  1 star
  Horrible, I mean horrible customer **********************. Went 12 days without service. Spent over 40 hours chatting with people who would assure me things would be resolved in 4-24 hours. Had a supervisor assigned to my case (*********) who never followed through with what they said they would do. 4 days into my experience, I was no longer allowed to directly contact him. No transparency, integrity, accountability for their actions. Poorly trained employees, never got the same answer and you are literally at their mercy because the only control you had in the situation was chatting starting from scratch each time you opened a chat. Service was good while I had it, but not worth the hassle or lost phone number. Asked multiple supervisors how to make a formal complaint, followed through with all the different suggestions and none were followed through with. One even told me they would personally handle it and I just had to believe them. Which isnt legal or ethical. Please DO NOT waste your time with this company.

• Review fromJANET R

  Date: 08/18/2024

  1 star
  I have had service with Visible for several years. I just recently ordered an iPhone 15 Pro Max and an Apple Watch 9. I received the phone and the hook up and then sent in my iPhone 12 for trade in. In the meantime, I chatted with customer ********************** to return the Apple Watch. This should have been an easy and simple process as the watch was a separate order with it's own order number and affirm payment set up. Well it's been over a week and they say they cannot print a send me a return label because of my trade in. I have daily chatted with them and have never received any communication from anyone of their backend support representatives regarding this. Affirm wants money from me but I am not about to pay a dime until they get my label.

• Review fromBrittany K

  Date: 08/18/2024

  1 star
  This company is awful. Their app never worked for me- to pay my bill I had to log in through a web browser to accept my credentials because every time I tried with the app it said "Something went wrong" which whatever I could handle that. While just recently on vacation I dropped my phone, So I purchased the exact same phone model and everything from the exact same place (Amazon - their own "renewed" store) Again- I did this the first time same phone same place and it activated with Visible service just fine...well after I broke my screen and ordered another one I called to get help activating it I spoke with a customer ********************** agent named Maze. She said no it is not compatible with their service. I said how is that possible? I am using the same phone currently? She just proceeded to tell me it was hardware. Which then I asked so what is my solution? and she replied you can sell your phone to us and purchase another one through us. It was frustrating to say the least, So I immediately requested the process to port my number away from them. I am out the money I just spent paying for the upcoming month- which I also asked about a refund and she replied " I am sorry I don't understand". It is also discouraging when the customer ********************** persons every 4th word spoken is "Ummmm". Save yourself the hassle and skip them. It is not worth the trouble if something goes wrong.

• Review fromJohn C

  Date: 08/13/2024

  1 star
  Ordered service Aug 1 bringing own phone, SIM card says shipped Aug 2 from Philly to ***********,**, still there 8/13 or wherever per postal tracking. I contact them several times via chat for way too long ************** seemed to think sim card was still coming. So on Aug 12 an agent cut off my phone service because she activated sim card which is lost in postal system. I spent most of Aug 12 afternoon going to a Target store & getting my phone restarted. Told them to cancel me before I even got started. Today *** shows up with 2nd sim ******** told him refused, send back.So I spent most of 2 weeks trying to sign up & never got any help. Terrible Service, I hope the agent that canceled my phone prior to sim card arrive is terminated pronto.