Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

  • 1,372 total complaints in the last 3 years.
  • 198 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/28/2025

    Type:Sales and Advertising 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.
    Visible took payment in the amount of $25 for the past two months, totaling $50, and did not offer the complete service agreement of data. On 08/26/2025, I paid for service and by 08/27/2025, I was sent a notification I had no data after using less than 50mb of data on a supposed unlimited data plan. This is the second month that I was denied data after payment and want a credit for the months of being unable to access data purchased.

    Business Response

    Date: 09/08/2025

    Please see our uploaded response. 

    Customer Answer

    Date: 09/08/2025

     
    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.

    **** ******* sent the request to me the evening of September 5, 2025 and I replied with confirmation of my acceptance on September 6, 2025 when the email was received. 

    Sincerely,

    M Leysner

  • Initial Complaint

    Date:08/20/2025

    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.
    Visible by ******* terminated my service and refused to port out my number. I spoke with their representatives and informed them that it is a violation of *** regulations to not allow a former customer to port their number out. They would do nothing to change it. Requiring a new number will add to interruption with our non-profit members and incur additional costs to change information, business cards, etc.

    Business Response

    Date: 08/28/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 08/28/2025

     
    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:08/19/2025

    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 am writing to file a complaint against the telecommunications company Visible, a ******* subsidiary. I purchased their annual plan for approximately $375 a year, intending to use it for reliable mobile service. Unfortunately, this service has repeatedly left me without any coverageno ability to send messages, receive calls, or have any service at all. This is now the fourth time Ive encountered this issue. As someone who needs to pick up my children and stay connected, this lack of service is extremely inconvenient and unacceptable. When I requested a refund, Visibles representatives informed me that the annual plan is non-refundable. However, I believe that since the service they promised is not being delivered as agreed, I am entitled to a refund for the remaining unused months of my subscription. I am not asking for a refund of the month I have already used, only for the months that I will not be using due to their failure to provide the promised service. I would like the BBB to investigate this company for their failure to honor their service commitment and to assist me in obtaining a refund for the unused portion of my annual plan. Thank you for your attention to this matter.

    Business Response

    Date: 08/28/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:08/12/2025

    Type:Billing 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 July 13, 2025, I upgraded my Visible service, increasing my monthly fee from $25.00 to $30.00. On August 7, 2025, Visible charged my credit card $30.00 for the monthly service. Yet this morning, without warning or explanation, my data was cut off entirely. I have now spent over 30 minutes on your online chat without resolution.This irresponsible and incompetent handling of my account has cost me both time and money. Your complete lack of phone support further compounds the problem. I demand a full explanation for why my data was terminated, leaving me unable to contact my family, friends, and business contacts while traveling today. I will also be filing another complaint with the State of **********, and I expect compensation for the inconvenience and lost time this has caused.

    Business Response

    Date: 08/28/2025

    please see our attached respones to the BBB complaint.

  • Initial Complaint

    Date:08/10/2025

    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.
    Around May 12th of this year, I tried visible wireless. I cancelled right away. They owe me all my money. My phone number was **********. I have pictures of them charging me again on my **** card. I want all my money back, because I only used the service for a day or 2. I can't remember everything. But the truth is that they know what they owe me. Just lets see how many calls were made and when did I stop calling. so I did not like the service, cancelled right away and they are still trying to charge me

    Business Response

    Date: 08/15/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:08/07/2025

    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.
    After 3 unsuccessful attempts, I was unable to subscribe new phone service with Visible.On the 3rd attempt, they said my credit card company would not process a 3rd time.This was a red *******. Visible lacked the technical and know how on how to add my iPhone to their service, as bizarre as that sounds.I want to be compensated for my time and disappointment in their lack of technical skill. Further, I want an onshore technical person appointed to me so I can complete my initial objective.

    Business Response

    Date: 08/08/2025

    Please see our attached response to the received BBB complaint. 

    Customer Answer

    Date: 08/08/2025

     
    Complaint: 23714678

    I am rejecting this response because:

     

    Visible is incorrect. 

     

    They have me mixed up with someone else (  ****** ****** ).

    My name is *** *********, so not even close.



    Sincerely,

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

    Customer Answer

    Date: 08/19/2025

    **** from Visible has gone above and beyond to resolve this case. 

    He successfully turned around any misunderstanding we may have 

    had.

    Thank you Visible and of course thank you BBB.

    *********

  • Initial Complaint

    Date:07/23/2025

    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.
    Device purchased from visible in April. Device was paid off, and used on the service for over 60 days, device was replaced under apples warranty. Visible still refuses to unlock the device and creates dozens of different excuses ! From them stating its not a visible phone to stating it hasn't been on the service for the necessary "60 days". Overall i have spent countless days and countless different responses were given by visible. They even conviced me i had to open a new account to get it to work which i did. Please step in and fix this IMEI is *************** IMEI 2 is *************** I was reassured i would be receiving the amount of all service i have paid for or the total for the phone back as a credit!

    Business Response

    Date: 08/04/2025

    Please see our uploaded response to the BBB complaint received 

  • Initial Complaint

    Date:07/19/2025

    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 refused a phone i purchased on delivery to return it as I was told to and they are charging me for it. A phone I already returned immediately in the manner they told me to return it.

    Business Response

    Date: 07/26/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:07/18/2025

    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.
    They shut my service off twice because I made too many calls to my clients. Then they charged me for an extra month for no reason and now all of my marketing materials in the amount of over $10,000 are wasted because they cancelled my service a second time and I'm not able to port my business number to another company.

    Business Response

    Date: 07/26/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 07/27/2025

     
    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,

    Chase West

  • 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.

Visible Service, LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.