Business Profile
Telecommunications
Visible Service, LLCThis business is NOT BBB Accredited.
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This business has 1 alert
Complaints
Customer Complaints Summary
- 1,214 total complaints in the last 3 years.
- 181 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/21/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My phone recently broke and was ************ 1 I was unable to log onto the visible portal as I kept getting account information errors. I contacted visible Customer ********************** chat and was told my old email address was on the account. I requested the email address be changed or a password reset be sent to my new email as the old email address was not active. I was told for security reasons this could not be done. I was then ask for the **** of the old and new phone, the last four numbers of the credit card I use to pay my bill, a list of three of the most recent phone numbers I used. I provided this information and was told an email would be sent to my new email address with account reset information in the next 30 minutes to an ******** 2 I did not receive an email from visible. I again contacted visible Customer ********************** chat and provided all the same information a second time. I was told I needed to remember the original email and was ask if my old email address had any special characters. I provided the special character my old email address had and was again told I did not have the correct email address so they could not access my account for security reasons. The agent suggested I access my old email address. I reminded the agent I no longer had access to the old email. The agent suggested I wait to see if I get an email on my current email as there was nothing more they could ****** 3 I never received an email from visible. I contacted visible Customer ********************** chat several more times and provided all the same information. I was repeatedly advised I needed to remember the original email. I purchased the domain and reactivated the original email without improvement. I ask to speak to a supervisor and the pattern repeated.I no longer have access to a phone number I have had for years. I am now using a new phone number.Business Response
Date: 10/24/2025
Please see our attached response for the received BBB complaint.Initial Complaint
Date:10/15/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing a complaint against Visible (Case #********) for repeated misinformation, poor customer **********************, and refusal to offer fair compensation after their errors caused significant stress and wasted time.On October 14, 2025, I received two contradictory emails from Visible within 20 minutes. The first claimed my trade-in return was rejected because it arrived too late. The second confirmed the exact opposite that my phone had been received, evaluated, and my loan balance of $512.88 paid off. Confused, I contacted Visible support for clarification.What followed was over an hour and a half of frustrating chat interaction. The first ***** repeatedly gave inconsistent or incorrect information claiming my phone hadnt arrived and instructing me to contact **** even after I showed them Visibles own confirmation that the return was received and refunded. After many delays, the ***** finally admitted the upgrade was completed and the loan was paid off, but still gave contradictory answers.I then requested escalation to a supervisor. The supervisor confirmed the return was indeed completed and apologized, admitting that the earlier ***** would be coached. However, Visible refused any compensation for the stress, confusion, and wasted time, stating that because I had once previously received a credit for a different issue, I was not eligible for another regardless of repeated company errors.I am seeking acknowledgment of the mishandling of my case, proper documentation that my refund was correctly processed, and compensation for the distress and time wasted due to Visibles repeated misinformation and lack of accountability.Business Response
Date: 10/24/2025
Please see our attached response for the received BBB complaint.Initial Complaint
Date:10/12/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted this company via chat, which is the only way to resolve anything with them. I told them I was having trouble with short code verification texts only. The bot or person I was chatting with did not seem to understand what that meant. They had me remove my eSIM, resulting in the loss of my telephone number and service. I was left with my only choice but to contact my old carrier via my laptop and get a new tn activated since I had to leave for work. This was 4 hrs into this. I tried to get my old number back via both my old carrier and thru visible and they just straight out disconnected it right away and it went back to my previous carrier who said they could not retrieve it. This should be illegal or reported to the ***. This is not right and you should have anywhere from 7-30 days to recoup your number. This was all done for an issue I told them was a network or provisioning issue on their part. And sure enough, I switch to the other carrier & have absolutely no problem with the short code texts. So they shut my service off and disconnected me for no reason. Only their incompetence. I am disputing the current bill I just got done paying & not receiving the service. Conveniently, the wont let me access my acct now so I cant verify the acct number or the amount. It was less than $35 and I have the order#, maybe that is the acct #********. My phone number they disconnected is ************. And if I cannot get the funds back, the company definitely owes me an apology at the very least.Business Response
Date: 10/24/2025
Please see our attached response for the received BBB complaint.Initial Complaint
Date:10/10/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I AM REQUESTING ASSISTANCE OBTAINING MY PORT OUT PIN FROM ********************. MY ACCOUNT WAS DEACTIVATED BEFORE I COULD COMPLETE A PORT OUT TO ********* MY ORIGINAL PORT OUT PIN EXPIRED, AND ******************** REFUSES TO ISSUE A NEW ONE BECAUASE MY ACCOUNT IS CLOSED. I HAVE CONTACTED CUSTOMER SUPPORT VIA EMAIL, AS THEY HAVE NO PHONE NUMBER, AND VIA CHAT, BUT THEY CONTINUE TO STATE "WE CANNOT HELP YOU". THIS PREVENTS ME FROM RECLAIMING MY PHONE NUMBER, WHICH I HAVE OWNED FOR YEARS. I AM REQUESTING VISIBLE RE-ISSUE MY PORT OUT PIN, OR TEMPORARILY RE-ACTIVATE MY ACCOUNT, SO I CAN COMPLETE THE PORT.I CAN VERIFY MY IDENTITYWITH BILLING INFOAND ACCOUNT DETAILS.Business Response
Date: 10/23/2025
Please see our attached response to the received BBB complaint.Initial Complaint
Date:10/10/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
unreliable service, have no bars at my home, I escalated to the business multiple times without any resolution, they made the service even worse on purposeBusiness Response
Date: 10/18/2025
Please see our attached response to the received BBB complaint.Customer Answer
Date: 10/18/2025
Complaint: 24000960
I am rejecting this response because:visible stated I should connect to WiFi, which defeats the purpose of having a wireless plan.
this makes no sense as the service provided doesnt work.
Sincerely,
******** ******Business Response
Date: 10/24/2025
Please see our attached response for the received BBB Rebuttal.Initial Complaint
Date:10/10/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a customer on the ********************+ plan. My line is not correctly provisioned to access the full features of this paid plan. Specifically, my device's network settings for 'Network Mode' are greyed out/locked to LTE, which is a carrier-pushed configuration that prevents me from manually selecting 5G bands, which are included in the Visible+ plan. The issue is a faulty provisioning profile on the ******* HLR (Home Location Register) for my line. I have spent no less than four hours with Visible chat support over the last couple days. They have attempted a re-provision among other steps and many, many restarts, but it failed to correct the faulty profile. I require escalation to a Tier 3/Technical Escalations Team to manually clear the cached configuration and re-provision the line to ensure I receive the premium 5G service I am paying for.Business Response
Date: 10/18/2025
Please see our attached response to the received BBB complaint.Customer Answer
Date: 10/19/2025
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
Date:10/09/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a one-year Visible service plan on September 26, 2025. However, the next day I found the network quality to be poor and unsatisfactory. On October 7, 2025, I ported my phone number to another carrier.Since I only used Visible service for about ten days, I believe it is unreasonable that my account has been completely closed after charging me the full one-year fee. I think Visible should either:1.Provide me with a new number so that I can continue to use the remaining service, or 2.Issue a refund for the unused portion of my annual plan.Business Response
Date: 10/18/2025
Please see our attached response to the received BBB complaintCustomer Answer
Date: 10/19/2025
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
Date:10/09/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A year and a half ago I bought two phones from ******* One new one used The used phone keeps having problems where refuses to connect to the network I call ******* they sent me two different phones who both do the same thing after 3 months they agreed to send me a third phone now they're saying that I have to pay the insurance claim on the third phone when it won't connect to the tower after talking to an agent they told me they don't sell broken phones but that's the price I pay for buying a use phone a phone not connecting to a tower has nothing to do with the phone it has to do with the company I want the company to cancel this phone and send it back let me pay off my other phone and take my phone and number to a company that appreciates my businessBusiness Response
Date: 10/03/2025
Please see our attached Customer Contact letter. We will continue to work with the customer until their concerns are resolved. Thank you.Business Response
Date: 10/17/2025
Please see our attached response for the received BBB complaint.Initial Complaint
Date:10/03/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a factory-unlocked Canadian iPhone 15 Pro. This phone is fully compatible with ******** network I was able to activate *******s eSIM with no issues, and the phone also works with Visibles physical SIM.However, Visible will not allow me to activate an eSIM on this same phone. The Visible app blocks me with a message that my device is not supported, even though ******* eSIM works on the phone with no problems. This shows the restriction is not technical, but due to an internal policy or outdated device list.I chose ******************** specifically because it advertises eSIM support on iPhone 15 models, but there was no clear disclosure that only U.S. model iPhones would be accepted. I have already contacted Visible customer support and escalated the issue, but they told me they cannot manually whitelist my phone.Resolution Requested:I would like Visible to:1. Allow me to activate an eSIM on my Canadian iPhone 15 Pro (since the device is technically compatible with ******** network), or 2. Provide a clear explanation as to why the phone is blocked, and update its advertising to make it clear that non-U.S. iPhone models are not supported for eSIM.Business Response
Date: 10/13/2025
Please see our attached response to the received BBB response.Initial Complaint
Date:10/01/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Friday, September 19, 2025, I received a replacement phone and a new SIM card kit. I have been completely unable to activate this replacement phone due to a significant and ongoing issue with *******'s activation and account security protocols.Since receiving the phone, I have repeatedly contacted *******'s customer ********************** to activate it. The representatives are unable to complete the activation because they insist on a second verification step. This verification requires sending a text message or a code to my phone number.I have explained to every representative that I do not have a working phone or active service on my account. The entire purpose of this process is to activate the new SIM card and phone, which would then restore my service and number. I cannot receive any verification codes until the activation is complete. This has created a frustrating and seemingly endless loop where I am unable to proceed and am left without phone service.Furthermore, I am unable to log in to my My ******* account online. I do not have my account number, as I cannot access my account information. The password reset process is not working, and I am locked out of my account. I have also been unable to go to a ******* store to resolve this in person because I do not have a valid government-issued ID.This situation is unacceptable. I have a new phone and a valid SIM card kit, but I am being prevented from using the service I am paying for due to these procedural obstacles. I have exhausted all standard avenues for resolution with your customer ********************** representatives.Business Response
Date: 10/01/2025
Please refer to the attachment for the resolution.Business Response
Date: 10/17/2025
Please see our uploaded response to the received BBB complaint.Customer Answer
Date: 10/17/2025
Dear BBB Representative,
I am writing to inform you that my issue with ******* has been resolved. At this time, no further action is required regarding my previous complaint.
Additionally, I have been receiving messages from Visible, even though my original concern was with *******. However, since my issue has been fully resolved, there is no need for any additional follow-up.
Thank you for your assistance and for helping ensure that my concern was addressed.
Sincerely,
***** ****
email: ********************************************************************
phone number: **************
Visible Service, LLC is NOT a BBB Accredited Business.
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