Poor customer service - Visible Community

Poor customer service

dixmarie
Novice
Please review my account. I tried to make a payment numerous times. I engaged several chat agents. Yesterday, the last one, Auran, after an hour, said the only option was to enable automatic payments. Which I reluctantly did because all attempts I made to pay since 12/25 failed. And then that option failed and I get a notification my account was suspended. WHY?
 
I have been with Visible for about a year. No issues. And then I bought a phone through you all. And had to change my address because you would not deliver it to me. So I used a pal's address. And then I could not change it back. And after two chat agents, it was finally escalated to a team that handled it. Once that was resolved, I believed my payment would go through. Nope. I deleted and reinstalled the app twice. I tried numerous times from website and phone app. I added a separate debit card and reauthorized Venmo. I was mansplained to by several chat agents. I asked Auran to stop referring to me as "my friend."
 
I am thoroughly frustrated. I do not pay late. I tried to get an answer via chat and asked for escalation to a team that could help. I was denied. And still I get a suspension notification with no reasonable explanation from any chat agent why this is happening. Hours chatting with agent after agent. Being asked to repeat information I provided upfront in each chat. Not being able to put screenshots in the chat. Being condescended to. Not getting any answers. 
 
This has dampened my enthusiasm for Visible. I was with Verizon for many, many years until their customer service team blew it. I see the same thing happening here. 
 
I spent $400+ on a new to me phone via Visible and added a protection product increasing my monthly bill. And this is how I am rewarded.
 
No bueno.
1 REPLY 1

DeanKevin64
Ace II

FYI, you are in a peer to peer or customer based community/forum. Unfortunately Visible representatives do not visit these forums so asking for account related help is nothing we can help with here. If you need to send screenshots to customer service then you need to use one of their social media platforms to do so, such as their support page on Reddit or messaging them on Facebook, X or Instagram.

 

Only thing we can do here is refer you back to customer service. If you manage to get the payment situation fixed only thing I could highly suggest is to turn on autopay if plan on sticking around since I believe your account needs to be active to port out. As for autopay, it has worked for me without any issues making payment in the 3 1/2 years I have been with Visible. 

 

Good luck with your issue and hopefully you get it fixed.

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