Visible+ Legacy 2 and multiple credits

[madkiwi]

I signed up in March for a $45 Visible+ plan with the promo code 35PLUS to get $10 off "forever" so net cost $35/month.

I received a "Bring a Friend" $20 credit and then got a referral for another $20 within a day, so I had $40 in credits for the future.

Second monthly bill went through last night, they charged me $5. This was confusing so I got on chat with a CS person. I understand the minimum charge per month thing but I thought only one credit per month could be applied so I was expecting to pay $15 this month and $15 next.

CS tells me they applied both credits this month. So I asked- then what is my current balance? It took a while but she determined I now have a credit balance of $10. However she then told me I would not be receiving the $10 promo this month because of the 2 x $20 credits which implies my current balance is Zero. Which is exactly what is shown on my Overview page- $0.00 due Apr 25, 2025.

I'm an accountant so I should be able to figure this out without my head exploding but I am stuck on understanding how Visible is doing this.

Any guidance?

[DeanKevin64]

There is something wrong and you need to contact customer service again and see if you can get a different agent or have it escalated to the next tier. They should have only used 1 referral credit, I don't think they changed that, the only thing they changed on the referral code is that Visible moved it to the second month instead of the first month for new customers because some groups were manipulating the referrals. This change was made about a month or more ago. If you are a Reddit user go to the Visible subreddit and open up a message and send this issue to u/MVNOResearch that person is an employee and seem more knowledgeable than the other agents. It's late in the day so you might not here back until Monday at the earliest. If you are not and sign up I don't think new users have that option for a week I think.

[VisiblyPresent]

TL;DR;

Bring a friend and referral credits are two separate items. They apply first and are applied to the full cost of a plan always and before promo discount pricing. With Visible+ Legacy or Pro, both can be applied during the same month to meet the $5 minimum payment ($45-$20-$20 = 5). Only one referral credit can be used per month. Your 35PLUS promo pricing resumes next month.

If you were on a regular priced plan at $20 - the Bring a friend would have been applied 1st and the referral credit would be deferred to next month.

If you were on one of the promo pricings that has a term limit (e.g. save $10 for 25 months) the term is extended for an additional month if the $5 minimum requirement is met so that you'd get the full 25 months promo pricing. Some mistakenly assume it applies to only the 1st 25 months. With forever promos, there's no need to extend a month - infinity + 1  still equals infinity 😉.

Sounds like you were charged correctly $5, payment was credited and now nothing is/was due pn 4/26.

Expand your payment history service entries to see how they arrived at $5.

Deferring new customer Bring a Friend credits to the second month has created this anomaly and confusion. It's also created system errors for some seeking to upgrade to the new Visible+ Pro plan and Visible's still dealing with the ramifications of the change in Bring a Friend. If it's confusing to an accountant just think how confusing it is to the programmer. In the past it was "easy" since since Bring a Friend was applied to the 1st month and referral credits couldn't be applied until at least the 2nd month.

It's really very simple, bring a friend applies first, then referral credit then promo discounts. If any would bring the monthly payment to less than $5, it's deferred until the next month.

Despite that simplicity, Visible still can't explain why my preview payment shows negative $10 when attempting to switch to Visible+ Pro.

[madkiwi]

I think from what you are saying is what I have confirmed, I didn't receive the $10 discount. So I paid $45 less $20 referral and $20 Bring a Friend. The $10 discount for April is voided.

I contacted Visible CS last night it got escalated to 2nd tier TS and this morning I got an email saying essentially that. My $10 discount is invalid for this month. It will start again next month, on the Overview page it shows my May bill is $35 so obviously there was no $10 credit rolled over.

That's quite rude, I paid $10 more this month- those two referral credits had $40 in value. They are saying "Well, we're only giving you $10 for that referral you shared, suck it up".

I get what you are saying about the credit going on the next month after a fixed promo period so if I was on that deal I would get the $10 eventually. But I am not.

I'm still tweaked about this.

[VisiblyPresent]

Deferred not rolled over. Don't be tweaked it's the way it works - the chat agents just aren't very adept at explaining things - they're outsourced script jockeys. With the legalese of the supplemental terms it's not easily understood.

Again look at your payment history's service item (not payment statement)  and expand it. It'll provide an itemized breakdown of charges, credits, discounts as well as taxes and fees if applicable. 

Alternately go over to the Visible subreddit and attempt to get some clariication from u/MVNOResearch who is an actual Visible employee (not outsourced) but I suspect he'll say the same thing.

Peronally if in your shoes I'd be looking to see if I could switch to the new Visible + Pro plan from Legacy while maintaing 35PLUS - you'd be getting more for the same price ($35 per month)

[DeanKevin64]

FYI, bring a friend and referral are not separate discounts, they are one in the same.

This is from the Visible page, see the part I put in bold in the 2nd paragraph:

Learn about the Visible Bring a Friend program

Visible’s Bring a Friend program offers Visible members the ability to earn rewards for spreading the word about Visible.

Bring a Friend code (aka referral code) is a unique series of letters and numbers that Visible members can send to someone before they join. If they sign up using your code at checkout and activate service, both you and your friend will get $20 off your next Visible service payment.

Visible messed up because this is from the supplemental terms and conditions of the Bring a Friend program:

If you (the referrer) have a Bring a Friend credit(s) banked in your account, your next service payment will be automatically reduced by $20. If you are on a monthly plan, each month of service will be reduced by one (1) Bring a Friend credit. If you elect to purchase an Annual Plan, your Annual Plan purchase will be reduced by one (1) Bring a Friend credit per payment cycle.

Here is the link for information about the Bring a Friend/referral code system. https://www.visible.com/help/bring-a-friend

Here is the link to the terms and conditions of the Bring a Friend program https://www.visible.com/legal/supplemental-terms click the drop down for Bring A Friend program, what I posted about about Visible using one credit is number 6 under How it works.

If you wish to have the referral credit reapplied you would need to contact customer service and have them fix it but either way you got $20 off but not how Visible should have handled it. With the promo you have that doesn't have an end date I don't know if that $10 credit balance will ever apply along with the regular promo discount. Check you account and see what it shows for the next payment.

[VisiblyPresent]

Bring a friend code vs bring a friend credit vs referral credit - all separate. As noted his payment history service details will confirm that, and they will be listed separately. He can simply verify from payment history and end the debate. At the same time the service entry in payment history shows the order in which credits and discounts are applied. Bring a friend and referral credits have always been itemized/identified separately under payment history. It's only been in the last month that both were able to be applied in the same/2nd month. Like most things Visible, what is and what should be are two different things.

[DeanKevin64]

Wrong! You had better go read the Bring a Friend Program I linked it explains it just as I already said. They were only supposed to use 1 referral credit. If they listed it as Bring a Friend credit something was changed int heir system. It may show different on the account but according to Visible it states Bring a Friend code (aka referral code). If a Bring a Friend code and a referral code are the same thing the credit is also going to be the same. You can't believe half of what those agents write, you can ask 6 different agents the same question and get 5 different answers. 

[VisiblyPresent]

Calm down or are you just upset that someone has a different interpretation/opinion than yours? It's not the end of the world. Going back in to my first payment I see a Bring A Friend offer listed as a new customer; subsequently I see Referral credits (not a Bring a Friend offer credit which are exclusive to new customers) when earned. They are treated differently for actual billing purposes.

If Visible can't figure it out what makes you think either of us can?

As they say opinions are like assholes, everyone's got one. Heaven forbid that there ever be a disgreement on the interwebs. The OP's payment history service entry will tell him exactly what was applied and his reply seemingly confirms this. The agents are outsourced/underpaid script jockeys and their programmers are marginal at best.

Let's see if they can explain this one:

https://www.reddit.com/r/Visible/comments/1jpptwl/comment/mmvw8os/?utm_source=share&utm_medium=web3x...

Maybe they'll cut me a check for that $10

[DeanKevin64]

Not sure how I am not interpreting it correctly when the terms say this "each month of service will be reduced by one (1) Bring a Friend credit".

You sure are correct about the first sentence in your last paragraph!

I guess you know than what Visible has in print.

[VisiblyPresent]

Nope, explain the billing breakdown in payment history. The fine print doesn't cover it. Then explain my next month's payment to me (linked above). Better yet explain to me how a customer of 3+ years just got a Bring a Friend offer as well as a Referal credit applied to that preview of next month's payment

Takes two to tango on opinions. You're assuming a Bring a Friend offer is the same as a Referral credit - and we all know what assume does. I'm simply offering a plausible explanation for what the OP is seeing. Once you've got a plausible explanation for what I see, get back to me.

[DeanKevin64]

Now, there is another program that Visible has that I have no clue if they started is the new awards program they are starting.

[madkiwi]

I can't tell if you guys have a personal beef and have hijacked my thread for some personal throwdown but it is entertaining!

In the meantime here is the current month's breakdown as you seem to be debating whether or not I received the discount I am signed up for. I have been a customer of Visible for exactly one month and tbh I am not impressed with this bait and switch on referrals.

Charges

Visible+ Legacy 2 plan full month $45.00

One month of phone service $3.70

Bring a Friend credit -$20.00

Referral credit -$20.00

Taxes and fees $1.30

MT State 911 Fee $1.00

MT TDD Telecom Srvc Fee $0.30

Total Due $5.00

[VisiblyPresent]

So bring a friend and referral are itemized separately - thanks.

P.S. Nah nothing personal we just have two different interpretations of what should happen. Mine supports what you just posted & next month your 35PLUS promo resumes. Only Visible can say which is correct.

[madkiwi]

Visible just can change the agreement, reduce the discount or eliminate it and nothing I can do?

Has everyone who signed up and gotten those two credits in the first month also been shorted on the discount and accepted it quietly?

I am not that kind of person. I'll be pushing back with them.

[VisiblyPresent]

Push back, let us know the result. This has been the first month where both a Bring a Friend credit and Referral credit being applied separately on the second month has been possible, but I feel that's the proper interpretaion when takeing into account the $5 minimum payment. Others will certainly disagree. You'll probably get more feedback and experiences over on the more active Visible subreddit.

P.S. Here's the wording from the 35PLUS terms and conditions obtained from webarchive.org:

"New members qualify to receive the Visible+ plan for $35/mo, a discount of $10/mo off the current standard $45/mo rate. New members must use eligible promo code 35PLUS at checkout to participate."

"Discounted rate will continue as long as member maintains service on this Visible+ plan or until such time as Visible provides notice that the discounted rate has been discontinued. For purposes of clarity, any service plan change of any kind - whether initiated by the member or if required by Visible - will result in the discount being removed."

"The promo is combinable with Bring a Friend credits and Referral credits. All accounts remain subject to $5 minimum monthly service charge." 

https://web.archive.org/web/20250328052827/https://www.visible.com/#

[madkiwi]

It has been resolved.

Better than resolved but I can't talk about it here.

[VisiblyPresent]

What did they make you sign an NDA? 😉