Complaints

The 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:11/13/2025

  Type:Delivery Issues
  Status:

  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 made an order totaling $120 with Visible. After the order was confirmed and checked out, I was charged twice by visible $330, $450.

  Business Response

  Date: 11/23/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 11/23/2025

   
  Complaint: 24146118
  
  I am rejecting this response because: 1) I haven't used the promotion twice. I simply add phone , cell plan and watch to cart and checkout. The final price is $120 (have order confirmation email and snapshot of checkout as proof.) Because the service plan includes both data plan for cell phone and watch, also the watch is 5 year old model,  I consider Visible is doing promotion to sell the plan and watch in a discount.

  2) Customers should only pay what they see in the checkout page. The amount on checkout page is the amount both sides agree.  It is  Visible's duty to have the correct price displayed. Whats more, Visible silently change the amount charged and hope customer dont notice. This obviously violates the Truth in Lending Act(TILA) and ************************(FTC) Act.  In **********, it violates California Business & Professions Code 17500  False Advertising; California Civil Code 1770(a)(5)  Misrepresenting price; California Business & Professions Code 17200  Unfair business practices 

  Sincerely,
  
  Yi ****

• Initial Complaint

  Date:11/11/2025

  Type:Service or Repair Issues
  Status:

  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.

  Please, I need your help to resolve an issue regarding my cell phone purchase and he unlocking. I bought an iPhone 16 Pro Max from Visible Services LLC (*******) in July 2025. After activating it, on October 5, 2025, I decided to transfer my eSIM or number to another device. After five days, I returned to the original device and was informed that the 60-day unlock policy countdown had reset. I accepted this without any problem, and since then I haven't changed my eSIM and have used my device normally. I understood that the new 60-day unlock period would expire on November 6, 2025. I contacted Visible to inquire about the status, and the representative told me I had abused the unlock policy and that the device would not be unlocked, without mentioning a new unlock date or providing any other options. Please, I need help with this situation. I've made all my payments on time, and I don't intend to cancel the Visible service, but when I travel, I need to use a different eSIM that's cheaper than paying for a Global Pass every day while I'm outside *****************, which is very expensive.

  Business Response

  Date: 11/13/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 11/13/2025

   
  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:11/10/2025

  Type:Product Issues
  Status:

  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 decided to change mobile carriers and found that my phone shows SIM locked). I called Visible for help and after 4 hours of waiting was told the Tech team is working on it. She said they would send me a email when it is done. Received email that night and said they are still working the issue and will hear back in 24 hours. After 48 hours I called Visible back after getting disconnected 2 times was told they are working on it and I will hear back in ack in 24 hours. At a loss. I dont owe any money.

  Customer Answer

  Date: 11/24/2025

  Visible did respond to me and have resolved the problem with my phone after you contacted them.
  
  Please close the case.
  
  Thank you for your help.
  
  ***** McElroy 
  

  
  

• Initial Complaint

  Date:11/07/2025

  Type:Customer Service Issues
  Status:

  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.

  11/01/2025 and continuing. I upgraded my Apple Watch SE to a Watch Ultra. I have spent more than 25 hours online with customer ********************** over the last week and had no resolution. Today, 11/7/2025, I asked for a new eSIM for my phone. After getting the new eSIM the Watch was activated. It was working perfectly for about two hours. I received an email from Visible stating that the Watch Plan was removed from my account. I then spent three hours online with customer ********************** with no resolution. They cannot tell me why the plan was removed and they have no idea on how to reactivate the Watch. Three years ago it took me more than two months and many hours online with customer ********************** without success to activate my Watch SE. After filing a complaint with the ***, a Visible recontacted me and asked if I still wanted the watch activated. I said yes. She said give me two hours. I got an email from her asking me to try again and it was finally activated! An *** complaint will be made as soon as the government shutdown ends.

  Business Response

  Date: 11/17/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 11/17/2025

   
  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:11/06/2025

  Type:Service or Repair Issues
  Status:

  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 is attempting to retroactively apply a new policy to my account, a change made months after our initial agreement.Chronology of Events:- March 2025: I purchased Visible's annual plan. This purchase included a promotional offer for a free Apple iPhone 13.- March 2025: Upon receiving the iPhone 13, I activated my new Visible service on that specific device, as required.- After confirming the service was active, I transferred my my phone number to a different, personal device.- November 2025 (Present): It has now been well over *************************************** March/April. The iPhone 13 remains SIM-locked to Visible's ********** the time of my purchase and activation (March 2025), Visible's official unlocking policy (still available at: *******************************************************************) was clear and simple.The policy states:"Your device will be unlocked automatically within 60 days after activation. 'Activation' means the date you activate your Visible service on the device you purchased from us."This policy makes no stipulation that the device must remain in continuous active use for those 60 days. It only requires activation, which I successfully completed.I contacted Visible customer ********************** to have the device unlocked. The representative incorrectly informed me that it was "against their policy" to transfer my service to a different phone and that this voided the unlock agreement.This is in direct contradiction to the policy I agreed to. Visible later updated its policy (Effective July 16, 2025) to include stipulations about active usage, but this change was made four months after I entered into my annual plan agreement. Visible cannot retroactively apply new, more restrictive terms to a purchase agreement that was already finalized.

  Business Response

  Date: 11/14/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 11/14/2025

   
  Complaint: 24115261
  
  I am rejecting this response because the issue is not resolved.

  The team reached out and confirmed that their new policy will apply retroactively to old devices even if the device should have been unlocked by the time the new policy went into effect. If they do this, then they have no intention to resolve the matter.

  They response is like comparing apples to oranges, and is fully based on new policy which requires active usage. In addition, they do not understand the definition of "activation". *** activation is the process of connecting a *** card to a mobile network, linking it to an account, and making it ready for use. They claimed "*** swap occurred during activation" but in fact the *** was successfully activated on the device first and then transferred to another device. There's no such thing like "swap during the activation". 

  Since they are not willing to fix this after this, I've filed a separate complaint to ****

  Sincerely,
  
  Gongda Ge

• Initial Complaint

  Date:11/04/2025

  Type:Customer Service Issues
  Status:

  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.

  Years ago I tried visible and it was a complete and total failure then. I found a BBB complaint. Was contacted by an elevated customer ********************** care representative. That was garbage also!. I thought I would try them again. Everything was fine until I received a text message at 12:06 a.m. Sunday morning. Reminding me that my payment was due in 13 days and that I should switch on my automatic payment. Are you telling me they think clients are so ignorant that if you contact them in the middle of the night I'm going to switch on my auto pay?? They have violated texting rules. They violated the *** rules on what time you can text somebody and add or spam!. I tried to contact customer **********************. When I engaged in the chat Forum which is the only way to contact them my screen was bouncing up and down and flittering off and on. I have a screen recorder of that. I could barely contact chat. Requested the representative call me because the chat was not working properly and they refused!. I absolutely have no choice but to dump their deficient low quality service!. I hope many many people read this before they even attempt to try because once you have their service the only contact is through chat!. The other forums did not work also. My phone is a ******* Galaxy a42 5G and it is not my phone that is the problem!. Stay far away from this company. You have been warned!!

  Business Response

  Date: 11/12/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:10/29/2025

  Type:Product Issues
  Status:

  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 has breached its 60-day device unlock policy and continues to hold my ****** Pixel 9a (Primary IMEI: ****************) locked well past the required 60-day period (device purchased 08/27/2025). The service has also been defective with ongoing group messaging issues. Visible customer support acknowledged the "unlock delay beyond the 60-day policy" but explicitly stated they would only "prioritize the resolution... as soon as we receive the formal inquiry from the ***". This demand constitutes an unacceptable delay tactic and is a hostage situation for the device I own. My ******************** Account Number is ************. I have attached the chat evidence and have also filed a formal complaint with the *************************.

  Business Response

  Date: 11/05/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 11/06/2025

  Dear BBB,
  
  In response to the message regarding my complaint (ID *********, ********************'s formal response from Executive Relations is UNACCEPTABLE.
  
  The matter is not resolved. Visible formally denies the requested refund, citing their internal terms and conditions.
  
  This denial ignores the failure of the product itself:
  
  The device was defective from the moment of purchase and Visible failed to resolve the core defect (MMS/Group Text failure) for two months.
  
  Their final offer to create a "network ticket" is a delaying tactic that should have been initiated immediately upon the initial report of the defective service, not after two months of failed troubleshooting.
  
  I have escalated this matter to the Arkansas Attorney General.
  
  Please close this BBB complaint as *********************** did not resolve the dispute).
  
  Thank you,
  ******* ********
  
  Thank you!
  
  Crystal (Crissy) ********
  

  
  

• Initial Complaint

  Date:10/28/2025

  Type:Service or Repair Issues
  Status:

  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 September 29th 2025 my iPhone 15 Pro was sent back for the upgrade program that entails viable paying off 50% of the loan. I mailed my phone using the included label to Assurant with the tracking number **********************. Apparently **** lost my phone and I have contacted visible at least three times a week on case ******** and every time it is another excuse of waiting ***** more hours, we are waiting for Assurant to respond etc. It has now turned into an unreasonable amount of time to resolve the issue (almost a full month). The case owner is not getting it done. As a result of this issue I am paying off two loans and one of the two of them should have been refunded. Shipping insurance and the claim would have been generated and executed by the party who generated the label (Visible)At one point a manager provided me the case below to ensure visible would fix the issue, yet weeks later there is no resolution. Here is the reference number based on the notes that I created: ********. To remind the next representative that we are accountable if this issue will not resolve tomorrow.

  Business Response

  Date: 11/07/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 11/07/2025

   
  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:10/26/2025

  Type:Service or Repair Issues
  Status:

  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 writing to formally express my frustration and disappointment regarding Visibles refusal to unlock my phone, even though all eligibility requirements have been fully ************ device has been active on Visibles network for well over the required 60 days, is fully paid off, and my account is in good standing with no fraudulent or overdue activity. Despite meeting all criteria, my unlock request has been repeatedly denied without any valid **************** make matters worse, a member of your customer ********************** team attempted to mislead me by instructing me to perform a factory reset on my deviceclaiming it was necessary to process the unlock. This was not only unnecessary but also appeared to be an attempt to sidestep or delay my legitimate request. Resetting a phone does not fulfill or affect unlock eligibility, and such misinformation reflects poorly on Visibles customer support practices.According to ********************* own unlock policy and FCC guidelines, a carrier must unlock a device once all terms have been met. I have fulfilled all obligations and am therefore entitled to have my phone unlocked immediately.

  Business Response

  Date: 11/04/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:10/24/2025

  Type:Product Issues
  Status:

  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 an annual plan on visible and applied a referral code. The $20 off was not applied to my order and I paid for the order in full. Then I contacted the support and they said it cannot be credit back to my credit card. They said they can give me a credit but I will have to use it next year when I renew the plan. There is nothing else for them to ***** complaint is that it was not my fault that the credit was not deduct from the payment. I did use the code and it shows in my order. Except the $20 was not applied to my bill. On the visible website(***************************************************************), it says that the $20 should deduct when the activation completed. And if I don't renew the plan next year, I would lose this $20. So I don't want this credit and I would like to get this $20 back to my credit card or ************ instead please. Order number ******** Order Date: 10/20/2025 Amount before $20 referral credit:$450

  Business Response

  Date: 11/07/2025

  Please see our attached response to the received BBB Complaint.