ComplaintsforVisible Service, LLC
Current Alerts For This Business
On April 28, 2021, Better Business Bureau was alerted to a telecommunications business operating as Visible Service, LLC, https://www.visible.com/, located in Greenwood Village, Colorado 80111. Consumers allege Visible Service, LLC is unresponsive to their request for assistance regarding cellular service and billing.
On May 26, 2021, BBB reached out to Visible Service, LLC regarding the consumer complaints and was provided with an immediate response by the business with assurances that complaints are now being addressed as they are reported. Consumers should continue to contact Visible Service, LLC to have their concerns addressed.
Complaints can be filed with Better Business Bureau at www.bbb.org as well as with the Federal Trade Commission Consumer Protection at https://reportfraud.ftc.gov/#/.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Employee ported my number to the wrong account and there is no timeline on when I will get my phone line back as well as no compensation for being affected by their employees negligence.Business response
09/05/2024
Please see our attached response to the BBB complaint received.Initial Complaint
08/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed up for wireless service with Visible by ******** herein referenced as Visible.I activated my phone (iPhone 15 Pro Max) as well as my Apple Watch, which was included in the cost of the wireless plan.Everything worked until sometime over night when my watches cellular connection vanished. I have been trying now for two days to get this resolved with absolutely no success.Visible does not have any forward facing customer **********************, it is all handled via social media, and their terrible app. Nobody seems able, or willing to get to the root of the issue, rather continuing to waste my time.We had the highest of hopes of giving Visible a shot, but it seems that just because they have the ******* name attached to them, they do not have the same desires to resolve customer issues.Business response
09/05/2024
Please see our attached response to the BBB complaint.Customer response
09/05/2024
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
08/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
8/28/2024 ***************** ********************************************************************************************************************************* ************** Re: Visible BYEBYETMO Promotion Sign Up Order# ******** | Phone# ************** My name is *****************. Recently, I was made aware that this MVNO of ******** called Visible made a promotion available for switchers of T-Mobile service, would be able to receive a special deal of $15.00 a month by providing a $10 credit off of their base plan which costs $25.00.Like a fool, I went ahead without thinking things through and signed up for this scam.I signed up with service and ported my number over to Visible via their worthless app.Not bring fully aware that they did not provide any telephone customer **********************, I foolishly paid them $15.00 for this service. I selected a plan and stated that I wanted eSim to be the method to have the service delivered to my phone without an actual SIM card.Knowing exactly how eSim works, since I use it flawlessly with T-Mobile and all 6 of my current lines with them, I thought it would be no problem to for this service.After the port was successful, I opened the Visible app and went through a process to activate the service on my phone. I was advised through the app more than once that: Somethings not quite right (see screenshot below).Business response
09/05/2024
Please see our attached respones to the BBB complaintInitial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We decided (me and husband) to sign up for wireless service with Visible. We had heard great things about it. My husbands service was working within minutes (on his phone and Apple Watch) so we decided to activate my devices.Three hours later not only does my watch not work, but now my cellular service does not, because the *** I chatted with wanted me to remove the cellular plan from my device and now they seemingly can't re-add it for whatever reason.I paid ***** to start service, and if I don't have working service, I expect that refunded back to my credit card. At this point I'm not even sure Visible is a carrier we would want to be with, because their customer ********************** is truly awful and their troubleshooting and resolution process is horrible.Business response
09/04/2024
Please see the attached response to the BBB complaint received.Customer response
09/04/2024
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
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
service was very spotty and slow. I used it only for a few days and canceled. asked for a refund, and they're refusing to provide one saying it was used.Business response
09/03/2024
Please see our attached response to the BBB complaint.Business response
09/03/2024
Please see our attached response to the BBB complaint.Customer response
09/03/2024
Complaint: 22188209
I am rejecting this response because: The response and resolution provide is unacceptable. I HAD to use the service in order to determine there were issues, first of all. Secondly, why would I bother reaching out to customer ********************** when I can port my number out to another carrier? There is nothing in the terms and conditions that state a customer is required to contact customer **********************. Since their response, I have sent an email to ********************* CEO of Visible, and I will be disputing the charge as well as reporting this to the *** for failing to provide service I paid for and failing to refund my money.
Sincerely,
*****************Initial Complaint
08/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I paid $38.30 for my service on 08/22/2023, but I switched to Spectrum due to slow service and delays in receiving messages. Following Spectrum's advice, I transferred my number before canceling my original service. However, when I called Visible, they informed me that a refund was not possible after giving them $38.30. Since I no longer have service, I believe I deserve a refund. My plan expired yesterday on the 22nd.Business response
09/03/2024
Please see our attached response to the BBB complaint.Customer response
09/03/2024
Complaint: 22187981
I am rejecting this response because: I sent a message asking them to send me something in the refund requirements stating my account has to be active to get a refund and I havent received anything as of yet.
Sincerely,
***********************************Business response
09/11/2024
please see our attached response to the BBB complaint.Customer response
09/11/2024
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
08/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I want to report this company for doing illegal ill mannered tactics towards their customer. Paid 30 bucks each month and have a second account and they wont let me port out even though my sons cell has an unlocked sim would not give me Information done. I want a full refund for each month Ive had service with this trash company that should be shut down.Business response
08/30/2024
Please see our attached response to the BBB complaint.Initial Complaint
08/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On July 29 I order a phone from Visible through a loan they offer with Affirm. After getting approved my son warned to return the phone as it was not a good cell phone for me. I inmediately contacted them which instructed me to refuse the delivery so the phone could go back to their premises. They told me they would then contact Affirm to cancel the loan. In order for Affirm to cancel the loan they need to be contacted by Visible. I did everythin as instructed as you can verify by USP tracking number. On arrival July 30 I refused the delivery. The cell phone got to the warehouse July 31. I have contacted several times agents to the chat offered at visible and even requested to spoke to a live agent multiple times. Each time they have been given my false statements, saying that they will take care and resolve the issue. All agents have the same script and they wont do what they say they will. The time beforw last I had to literally demand that they send me an email stating what they say. In that email they state that they would resolve the issue in three days. Nothing happen. Today they sent me the same email as before, except they did not realize that it had the same agents name as before and not the one that was talking to me today. They gave me case numbers that where not found later and their excuse is that they are scalating the issue. Affirm states that they cant do anything unless Visible send them the order. So now I dont have the cellphone as I refuse the delivery as instructed and I owe money. This to me is a scam, they just tell you stuff and do nothing. I need this company to process the refund and liberate me from Affirms loan, loan payment initiates august 30 2024. I will be paying for nothing, I have no product and no service. Please help. This company is deceiving consumers. I have enclose jpegs of the ***** email, and chats. Let me know if you need additional information.Customer response
08/23/2024
Just want to thank you. Finally my issue got resolved and I got.my refund. I think if you had not contact them I would still be waiting. My case or file number 22173253
Sent from ***************************** ************************Initial Complaint
08/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On May 20th 2024 I ordered at iPhone 14 for $791.69 from Visible with the intention on trading in my current phone. I received the phone, and without opening the phone package, I initiated a return through customer support chat on May 23rd. The customer ********************** agent emailed me a return label. I attached the label to the package and sent it back. The label the agent sent me was not a return label for the iPhone 14, but rather a return label for my current phone. I did not notice this, I used the label they emailed me. From May 23rd - July 24th, because of the label error by Visible, the package was unaccounted for. I had been denied a refund of my $791.69 or an exchange for a new phone. I had 11 online customer ********************** chats and received 8 email updates stating that the case is being shuffled through different people and still being investigated. They kept telling me the phone was going to be sent back to me, and they would email me a proper return label, and then I can send it back. Finally on July 24th, two months of trying to get my refund back, I received the iPhone 14 back in the mail. I was also emailed a proper return label. I immediately returned it. They received the package on July 31st. After 12 days with no refund I reached out. They tried to deny me a refund saying that I did not return it with 14 days. I explained that I returned it over 2 months ago and it was their mistake of sending me a wrong label that made the package was unaccounted for, and I had in fact just sent the phone back within 14 days upon re-receiving it. They said okay they will work on processing a refund. On that 12th day when I reached out, I received an email saying they need 3-5 more days to process the refund. On the 5th day, I again received an email saying they need 3-5 days to process the refund. It has been 19 days since they received the package back for the second time and I am still waiting for a refund. It has 3 months total that I have been waiting for a refundBusiness response
08/30/2024
Please see our attached response to the BBB complaint.Customer response
08/30/2024
Complaint: 22160099
I am rejecting this response because:I am uninterested in your investigation, it means nothing to me or you. I have been owed a refund for 3+ months, not unending barrage of empty delays and excuses.
Sincerely,
***********************Business response
09/05/2024
Please see our attached response to the BBB compliant.Initial Complaint
08/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a phone and service from visible. I have paid my bill and continue to pay my bill on time every month. I am locked out of my phone and Visible by ******* has no way for me to contact them to resolve this issue. I have tried to log into my account but I cant unless I use the code they send to my phone that is locked. Please helpBusiness response
08/30/2024
Please see our attached response to the BBB complaint.
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Customer Complaints Summary
1,701 total complaints in the last 3 years.
339 complaints closed in the last 12 months.