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Business Profile

Telecommunications

Visible Service, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 1,502 total complaints in the last 3 years.
  • 243 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/03/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 name is *** and my phone number is ************. I have had visible phone service for a while and every several weeks my Internet and my phone stopped working and Im unable to load anything on my phone. This issue keeps happening every single month and Im forced to contact visible support to try to get her resolution and support for this matter and nobody is able to assist me. They only recommended that I change plans to another carrier and I told them that I will change all of my family members to another company if this has to continue. I want to know if visible is going to fix this issue with my phone or if they can refund me for this last month ofphone service and I can go to another company because this is not fair that my phone service has randomly been cutting out for this entire and for the previous months that Ive had the service and Ive been paying my bill every month on time.

    Business Response

    Date: 07/12/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:07/01/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 report a serious issue I have experienced with Visible (Visible Service, LLC), which has resulted in the wrongful suspension of my mobile service and a complete breakdown in customer support and ethical business practices.

    Business Response

    Date: 07/10/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:06/30/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 Wednesday, June 25th of 2025 I accidentally broke my phone. When the phone broke, it was still usable, but the cell service (through visible) was disconnected so I no longer had cell service, including not having any ability to receive calls or texts, and no ability to access internet outside of WiFi. The next day, I went to the *********** to get it replaced, which I did successfully. However, when I went to go set up my cell service, which I have through Visible, I was not successful. The error message said this IMEI number is not available. From Thursday through Tuesday of the next week, I reached out to support every single day for an update and to escalate the issue. It was escalated on Friday; but I continued to be told that the escalation team needed to look into it. The escalation team, I found out on Sunday, does not work weekends, and I learned in my chat on Monday that they are understaffed, which is the real problem. I have a business that I operate from my phone, and I do not have a laptop. So I have been completely disconnected from family, friends, my business, and any ability to communicate or get online for almost a week. This is completely and utterly unacceptable from a business that Im paying for. How do they not have escalation team members that work on weekends? How are they that understaffed? I work in customer support for a software company, and in this scenario my team would reach out and move this persons case to the absolute highest priority, and work with technical or internal teams to get it resolved as soon as humanly possible. I do not understand the businesss refusal to prioritize this case.I would like a subscription credit of one month, and for company leadership to reach out and apologize. I would also like an immediate resolution to my issue so that I can return to running my business and my life.

    Business Response

    Date: 07/10/2025

    Please see our attached response to the received BBB response.

  • Initial Complaint

    Date:06/30/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 service was so poor I could only make calls over wifi. I was getting missed calls everyday. All of my friends and family were worried about me. I had to switch service 2 weeks in to another provider. I was in the middle of a major metropolitan area and still didn't get service. Im asking for a refund.

    Business Response

    Date: 07/05/2025

    Please see our attached response to the received BBB response. 

    Customer Answer

    Date: 07/05/2025

     
    Complaint: 23536197

    I am rejecting this response because: i was unable to report bad service due to the fact I had no service.

    Sincerely,

    ***** *******

    Business Response

    Date: 07/12/2025

    please see our attached response to the received BBB complaints.

    Customer Answer

    Date: 07/12/2025

     
    Complaint: 23536197

    I am rejecting this response because:
    There was no resolution.
    Sincerely,

    ***** *******

  • Initial Complaint

    Date:06/26/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Poor service, calls dropped Having to recall 5 to 10 times to get through to a call

    Business Response

    Date: 07/05/2025

    Please see our attached response to the received BBB complaint. 

    Customer Answer

    Date: 07/06/2025

     
    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:06/26/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We have visible mobile but they don't have a phone number to call for the last 2 months are WIFI has been as slow as dial up we had them for quite a while they need to put us on a different tower so we can get the service we are paying for we have 2 lines

    Business Response

    Date: 07/05/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:06/25/2025

    Type:Product Issues
    Status:
    Answered
    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 discovered recently that Visible has been charging me $30/month for a mobile line I forgot to cancel and never used. These charges continued for over 2 years. The line had no usage whatsoeverno calls, no messages, no data. I contacted Visible support, and they confirmed the line was inactive and refunded only the most recent months charge. They told me to dispute the rest with my bank. However, **************** informed me they cannot dispute transactions older than 60 days, leaving me with no way to recover over $700 in unused service fees. I never received a single alert, message, or usage report from Visible during this time. This is not just an oversight; its a long-term billing error for services that were never delivered or consumed. I am requesting that Visible offer a partial refund or account credit as a goodwill gesture.I have records to show the transactions and a transcript from Visible support confirming the line was unused.Thank you for helping to resolve this fairly.

    Business Response

    Date: 07/05/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:06/24/2025

    Type:Product Issues
    Status:
    Answered
    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 Pixel 9a smartphone from Visible and two months of service from Visible. The terms were that the phone would automatically unlock after 60 days of service, which were completed when the two months of service ended. However, the phone has not been unlocked after 64 days of service. I attempted to chat with Visible but was told to try back later. Further, hundreds of posts on Reddit, Slickdeals, and other websites over the past seven days indicate that essentially everyone who purchased the phone in April is having the same issue as me. However, in seven days Visible has not fixed the issue. In addition, I had to purchase a third month from Visible when my phone did not unlock and want a refund of $25 for that month. I seek a full refund for all amounts paid to Visible since April 2025 (~$300) or unlocking the phone and refunding at least $25 for the third month.

    Business Response

    Date: 07/05/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:06/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Subject: Complaint Against Visible Wireless Failure to Resolve Ongoing IssueI am writing to formally file a complaint against Visible Wireless regarding a persistent issue that remains unresolved despite multiple attempts to seek assistance from their customer support team.I am a customer of ********************, which operates under ******** network. The issue began when my phone continuously displays "My ******* Services" notifications, even though I am no longer a ******* Wireless customer and have an active account with ********************. I have attempted to line locked my phone number as Visible said to, but still get, "My ******* Services" feature on my device several times, but it keeps reappearing. This causes confusion and concern, as it suggests a possible misconfiguration or account linkage error between ******* and Visible.I contacted Visible support and explained the issue in detail. However, despite assurances that the matter would be resolved, the problem persists. I feel that I have not received adequate support or a meaningful solution from Visible. As a paying customer, I expect reliable ********************** and a functional device experience that reflects my chosen carrier.I am requesting the following:1. A full investigation into why "My ******* Services" continues to show up on my phone despite having a Visible account.2. A permanent resolution to stop this ******* service from interfering with my Visible service.3. Confirmation that my device and account are properly configured for Visible with no residual ******* account links.I hope this issue can be addressed promptly and professionally. I would appreciate the BBBs assistance in holding Visible accountable and helping to facilitate a resolution.

    Business Response

    Date: 07/03/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 07/04/2025

     
    Complaint: 23490421

    I am rejecting this response because:

     

    I am writing to formally file a complaint against Visible Wireless, as my issue remains unresolved despite my attempts to seek assistance from their customer **********************.  

     

    **Issue Details:**  

    - I have been receiving notifications related to the ******* app on my device, even though I did not install this app. Visible Wireless has not provided a clear explanation for why these notifications appear or how to resolve them.

     

    I would like Visible Wireless to:  

    1. Provide a clear explanation for why I am receiving ******* app notifications on my device when I did not install the app.  

    2. Assist in stopping these notifications if they are not relevant to my service.  


    Sincerely,

    *** ****

    Business Response

    Date: 07/12/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 07/12/2025

     
    Complaint: 23490421

    I am rejecting this response because:

    I am writing to express my dissatisfaction with Visible Wirelesss rebuttal to my complaint.Their response did not address my core issue and instead provided irrelevant suggestions (e.g., uninstalling the ******* app or factory resetting my device) without explaining why I received the notification in question or how their solution resolves it.  

    Key Concerns:
    1. No Explanation Provided: Visibles response claims there is "no risk of account termination" on their end, yet I never mentioned account termination. They failed to clarify the cause or offer a meaningful resolution.  
    2. Runaround Tactics: Instead of investigating the issue, Visible deflected responsibility to me (e.g., blaming third-party apps or my device) without evidence that these are the cause.  
    3. Unresolved Issue:The problem persists, and Visible has refused to acknowledge or address it substantively.  

    Request:
    - Please mark this case as **Unresolved** and note my dissatisfaction with Visible Wirelesss handling of the matter.  


    Sincerely,

    *** ****

  • Initial Complaint

    Date:06/21/2025

    Type:Product Issues
    Status:
    Answered
    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 never done business with this company. Noticed nearly a dozen daily charges on my credit card that they processed. Refused to investigate or provide a refund just a bunch of excuses. They were more interested in protecting the ***** who I was subsidizing.

    Business Response

    Date: 07/02/2025

    Please see our attached response to the received BBB complaint. 

Visible Service, LLC is NOT a BBB Accredited Business.

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