My complaint:
After waiting in the chat queue for 90 minutes, Visible worked my issue for another 70 minutes. The issue is that I can not receive or make phone calls. I was told that there was an issue on the back end. So I sat and waited, while I received a mixture of chat messages from the Visible agent and the BOT. After 70 minutes on the Chat (160 minutes total), I received a message stating that the Chat window will be closed due to quality issues and I will receive an email with the resolution to my problem. That was over an hour ago. Now I’m back in the queue so that I can get this issue resolved. I have now been without cell service for 5 hours and 15 minutes. This is the 3rd time that I’ve had the issue with my service. I’ve been in the chat queue for over 7 hours dealing with the 3 separate instances where I needed assistance.
Suggested solution:
-Do not close the chat until my issue is resolved.
-Have a way to directly open up a chat window with anyone who gets disconnected, either accidentally for for quality issues.
-Hire more people so wait times are not so long.
Up until the last 3 weeks, I've been extremely happy with Visible. However, I am seriously considering moving back to Verizon.
