Business Profile
Telecommunications
Visible Service, LLCThis business is NOT BBB Accredited.
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This business has 1 alert
Complaints
Customer Complaints Summary
- 1,275 total complaints in the last 3 years.
- 192 complaints closed in the last 12 months.
If you've experienced an issue
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:09/21/2025
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 kept texting about my data service. It keeps cutting off and it's ******* me off. They tell me to reset my phone, airplane mode and nothing works! Please fix this!Business Response
Date: 09/28/2025
Please see our attached response to the received BBB complaint.Initial Complaint
Date:09/21/2025
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.
On Friday, Sept 19th, I was charged $385 from Visible to my **** ending in 7021. On Sunday, September 21st, I wake up to emails about a lapse in payment my account has been deactivated. I started chatting with customer support and they told me to restart my device and it would work. When I restarted the device I get an email that my account is now switch to monthly, and I noticed I have since been charged $35. I did not request this. I wanted my annual plan, but somehow visible created all this churn for no reason.Business Response
Date: 09/30/2025
Please see our attached response to the received BBB complaint.Initial Complaint
Date:09/18/2025
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.
The Visible Wireless company changed my contract so they could overcharge my account for several years after dropping prices. They didn't inform me; with the intent of taking advantage of me, having me pay a higher price than other customers, and with less ***********************. Despicable. I made multiple attempts giving Visible an opportunity to correct their coercion or 'make it right' with me but they're dirty. They give convoluted answers implying truths that are not true. My experience is that Visible is a dishonest company knowingly skimming their customers. I got scammed by ********************** ~$400.Business Response
Date: 09/29/2025
Please see our attached response to the received BBB complaint.Customer Answer
Date: 09/30/2025
Complaint: 23903650
I am rejecting this response because no matter how convincing the form letter mr. ******* chose to respond with what visible & ******* have done is taken advantage of a customer who is disabled. The information I have about their overcharging is correct and comes directly from them on a call with customer **********************. Mr ******* only serves as another layer to reject any customer who they've taken advantage of. I have filed complaints with The **** and Disabilities Act MI as it's the only way to ensure a company like visible behaves honestly, which in reality is near impossible.
Sincerely,
*** *****Initial Complaint
Date:09/17/2025
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 STILL HAVE NO NETWORK AND NO SERVICE AND NO WAY TO GET ALL THE CALLS AND TEXTS IVE MISSED SINCE I TOKK MY BOOST MOBILE SIM CARD OUT AND PUT VISIBLE SIM CARD IN!!! I WANT MY MOMEY BACK NOW IM FILING COMPLAINTS WITH BBB, FTC AND FCC TO GET YOU SHUT DOWN BECAUSE I CANT CALL OR EMAIL SUPPORT!! SO MANY ******** AND ******* COMPLAINTS WE SHOULD FILE CLASS ACTION LAWSUIT, IVE WASTED ALL MORNING ARGUING WITH CHATBOTS BECAUSE THERES NO WAY TO GET A LIVE PERSON, JUST CONNAI, IM NOT ARGUING WITH AI!!! UNACCEPTABLE I PAID FOR A SERVICE IM NOT GETTING AND AFTWR SEEING ALL THE ******** COMPLAINTS I WANT NOTHING TO DO WITH VISIBLE AND I EMAILED THE ******* CEO TOO! I CANT GET MY TIME BACK, I WANT MY MONEY BACK SO I CAN TAKE MORE TIME SWITCHING BACK TO BOOST OR SOME OTHER CARRIER MEANWHILE I HAVE NO WAY TO CALL OR TEXT MY DRS, THIS IS MY BUSINESS PHONE AND IM DISABLED! I WILL LEAVE BAD ****** REVIEWS ON ******** AND ****** CONSUMER AND BBB!! I have no service due to Visible not doing their job I paid them last night and their Sim card never activated now I can't call or text and want to pay 20 to port this number to ****** voice I got the port out pin from them via email ******** the 6 digit code to verify bc phone and text not working no serviceBusiness Response
Date: 09/02/2025
Please see the attached document for our response.Business Response
Date: 09/30/2025
Please see our attached response to the received BBB complaint.Initial Complaint
Date:09/17/2025
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.
Visible accused me of spamming and permanently shut off my service. They would not prove spamming as actions were false and would not refund difference of them shutting off the service when a year advancement was paid. I provided details of use of the phone service and still would not continue service stating I was violating their terms and services but nothing in their documentation states my actions went against any violations. I would send a monthly text to members of a food co-op group informing them of their delivery that month. Visible is stating that it goes again their terms and shut off my service permanently on Sept. 15, 2025. I tried to contact support to resolve the issue but their technical team would not reconsider their decision and told me I could open a new account with them with a new number. I am seeking the return of the yearly difference as they did not fulfill their obligations and in no direction violation of my actions using their service.Business Response
Date: 09/28/2025
Please see our attached response for the received BBB complaint.Customer Answer
Date: 09/29/2025
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:09/17/2025
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 Monday September 15, 2025, my bank account was charged $45 for my Visible phone account. Normally I am billed $25 a month. I signed up for Visible in April 2025 and was initially charged $25 a month for the basic plan. A week later a promotion was emailed to me stating I could get the Visible + plan for $25 a month for a year. So, I upgraded and my bill remained the same for more than the 3 months I was told later that it was a promotion which was supposed to last for only 3 months. Apparently on September 15, 2025, the promotion ended after 3 months and now I am being charged what the Visible + really is supposed to cost. Now, if you do the math I received the Visible + for more that 3 months. But this is the excuse I was given by agents that I chatted with. On September 15, 2025, I chatted with a supervisor under case id. no. ********. The supervisor refunded the $45 that was deducted from my account for the ******************** + plan promotion ending and told me to sign back up for the Visible basic plan, which is what I did. I confirmed that he could see on his end that I had downgraded into the Visible basic plan and the supervisor confirmed that I did. The supervisor was concerned that because I had one more day to be enrolled in the Visible + plan that my service may get terminated. So, the supervisor said he would give me a call back before that would happen. Well, I did not get the call back and my phone service was ended. Now, today Tuesday September 16, 2025, I have been chatting with agents at Visible to get me phone service turned back on at the $25 a month price that it was supposed to be at without the fraudulent and misleading promotion that was advertised to me. None of the agents were any help.Business Response
Date: 09/28/2025
Please see our attached response for the received BBB complaint.Customer Answer
Date: 09/28/2025
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:09/15/2025
Type:Billing 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 have tried numerous times to start an account and every time I sign up it doesn't proceed I have probably 15 emails that I've had to open up accounts with to try and get this to start up and it's not working. I have had now four charges on my account to have been refunded one is still open to be refunded and now I was charged the other day and I need to be refunded again I'm trying so hard to get this company to have a service work for me and every time I go online and I start chatting with him they just leave and then I can't sign in again for another 10 days or soBusiness Response
Date: 09/23/2025
Please see our attached response to the received BBB complaint.Initial Complaint
Date:09/11/2025
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.
THIS COMPANY IS RUNNING FALSE ADVERTISING ON THE $45 PLAN IT DON'T COME WITH UNLIMITED DATA AND NO HOTSPOT THEY DON'T HAVE A PHONE NUMBER TO CALL U HAD TO DO EVERYTHING THROUGH CHAT EVERYTIME I KEEP TELLING THEM I'M NOT GETTING MY UNLIMITED DATA I GETTING NO NETWORK FIELD TO SEND PICTURES AND VIDEOS MESSAGE TAKE 15 HOURS TO UPLOAD STUFF ON SOCIAL MEDIA NETWORK CONNECTION LOST BUFFER SLOW NETWORK WHEN I'M ON 5G AND 4G AND THEY NEVER CAN'T GIVE ME AN ANSWER Y I'M NOT GETTING THE UNLIMITED DATA AND HOTSPOT WHEN I PAY FOR THE $45 PLANBusiness Response
Date: 09/23/2025
Please see our attached response to the received BBB complaint.Initial Complaint
Date:09/05/2025
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.
Visible fraudulently charged me for "global pass" without my authorization. Instead of using my banked global passes and deducting it from my balance as their terms state, they just automatically charged my credit card without notifying me and without authorization. I'm guessing they've done this to thousands of other customers. When I was reviewing my bill renewal I noticed this and questioned them. They said they would credit the $60 to my next renewal. I said that is not acceptable as they fraudulently charged my card and they will have to return it to the credit card they charged. They said they could not do that and the only way to get my money was to renew with them for another year and get it applied to a credit. That's unacceptable and a scam. They need to be shut down.Business Response
Date: 09/16/2025
Please see the attached response for the received BBB complaint.Customer Answer
Date: 09/22/2025
Complaint: 23846599
I am rejecting this response because:
What you stated is not actually correct. I didn't request to downgrade my account and apply anything to my son's account. What I asked for was to be refunded the money that you fraudulently stole and a credit of $60 for my renewal for the fraud and inconvenience. I told you that if you didn't, I was going to switch to my son's account and you would lose my business. I'm not sure why this was hard to understand and why you told the BBB this additional false information. What I find funny is how I was told after hours of arguing that it was impossible to refund the money you took to my credit card. Interesting how after the BBB contacted you, the finance department was actually able to refund it. You also told me that the maximum credit you could give me was $10 and that your system wouldn't allow it. After the BBB contacted you, somehow you were able to do a $30 credit. I think you should have done more and I think that the BBB should investigate your business practices as I'm sure I'm not the only one you took advantage of. I'm also not confident that you won't do this again to my account when I travel abroad and I'll be right back here again.
Sincerely,
***** *****Initial Complaint
Date:09/04/2025
Type:Billing 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 getting charged ***** from visible I do not have visible accountBusiness Response
Date: 09/23/2025
Please see our attached response to the received BBB complaint.
Visible Service, LLC is NOT a BBB Accredited Business.
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