Incorrect UserID Name in the Visible CNAM database

[Cirrusly]

I'm incredulous.

My UserID name in Visible's CNAM database is incorrect. It doesn't match my name in my Visible profile. After spending over an hour chatting online with and agent, and then the agent's supervisor, I am told that Visible is incapable of correcting a user's name in their CNAM database.

The supervisor's explanation was, and I quote from the online chat:

Me

My profile name has always been xxx xxxxx!
The caller ID in your CNAM database is incorrect and needs to be corrected.

Agent
This usually happen if the number is from a different carrier before it was transferred to Visible. Some of the phone number get to retain its original Caller ID. The system fails to remove or detect it sometimes.

Me
Once again. So the system failed and Visible has no way of correcting it. I ask again. Who can I escalate this to who may be in a position to help?
I'm struggling to understand how something this basic is an issue and worth losing customers over.

Agent
Visible set up the CNAM database in a way that only the Wireless Caller and Phone Number are the option to choose from when updating it.
There is no one who can change the Caller ID to your preferred name.

Absolutely unbelievable.

[DeanKevin64]

I am not sure what happened to Visible in the 4 years since I joined but when I joined in July of 2021 I noticed mine said wireless caller so I contacted Visible customer service and they successfully put in a fix ticket to the CNAM database with my name. For some reason in the last 2 years now they post on the Visible Reddit sub whenever this comes up about someone try to get their ID changed they post that Visible doesn't offer premium caller ID. I don't know if they no longer have someone that knows how to do this so they just post that. It seems like they can either do you phone number(unless they stopped doing that recently) or wireless caller. 

On Visible's Reddit page it has been mentioned some have successfully been able to change their caller ID by going to the follow site and adding it themselves. https://www.listyourself.net/ListYourself/Daytime.jsp

[Cirrusly]

It's hard to believe. They don't seem to want to understand that when they put the wrong user id in the CNAM record to begin with, it should be their responsibility to fix it. That's not a "premium" feature. I looked at the site that you mentioned but most services (my landline provider for instance) queries the provider's CNAM record directly so if it's wrong in Visible's database then that's not going to help.

Thanks for the response!

[DeanKevin64]

Visible can fix it but you don't have the option to change it to your name, only to "wireless caller". I have no clue why it can be change to show wireless caller but they can't add your name, but from some things I read it is a service that carriers pay for, or they pay the fee to change it, can't say for sure. Numbers that are open could have been used by another carrier and that is when the name got tied to the number, it not like Visible added Joe Smoe to the number. Have Visible change it to wireless caller since that is all they can do now and then go to that website and change it to your name. Only other option to go to a carrier that offers it.