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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

  • 1,512 total complaints in the last 3 years.
  • 247 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:06/02/2025

    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.
    This is for Visible, ******** company info email:************************************* phone:********** i ported my number out and want a refund. customer support denied so here we are. 35$

    Business Response

    Date: 05/21/2025

    Please see attached 

    Customer Answer

    Date: 05/29/2025


    Complaint: 23353786

    I am rejecting this response because: Please forward to verizons visible company.



    Regards,

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

    Business Response

    Date: 06/16/2025

    Please see our attached response to the received BBB complaint. 

    Customer Answer

    Date: 06/16/2025

     
    Complaint: 23353786

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:05/31/2025

    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.
    Complaint against Visible Service LLC for failure to reinstate my $15/month promotional unlimited plan, coupled with severe deficiencies in technical and customer support that forced ********************** termination. Key issues include:Inability to install Visible's eSIM on my compatible ******* Ultra Note 20 5G (while other eSIMs worked flawlessly).Unreasonable demand for a full factory reset of my phone by Visible support.Consistently poor customer **********************, including lack of agent follow-up (Agent *******) and manipulative **************** desired resolution is the reinstatement of my $15/month promotional plan, provided via a physical SIM card.A full, detailed chronological account of all events, interactions, and issues is provided as an attachment to this complaint ('Visible_Complaint_Chronology_Buhalis.pdf') due to character limitations in this submission form. Visible is urged to review this attachment and their internal records, which will corroborate my account.

    Business Response

    Date: 06/12/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 06/15/2025

     
    Better Business Bureau:

    I accept the resolution offered by the business. After the initial complaint, I was contacted directly by their Executive Relations Team. We have since come to a mutually agreeable solution via email correspondence, which resolves the core issues of my complaint. I will be providing the full details of this resolution directly to our case specialist, ****** R, via email for the official case file. This matter is now considered resolved, pending the company's final actions which they have committed to in writing. 

    Sincerely,

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

  • Initial Complaint

    Date:05/29/2025

    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.
    Ever since switching to visible, I am unable to send text messages

    Business Response

    Date: 06/07/2025

    Please see our attached response to the BBB complaint received. 

  • Initial Complaint

    Date:05/28/2025

    Type:Product 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.
    On 5/16/2025 I received a text message and email from VISIBLE WIRELESS advising that 2FA/MFA had been disabled/removed from my account.I logged into their app and turned it back on. 20 minutes or so later I got another email and text advising it had been turned off again. I logged into the app to re-enable and this time it would not allow me to do so -- it stated my number was already in use with another line (or something along those lines).I filed an *** complaint and have had no follow up. I also reached out to the executive customer ********************** team for ******************** and was connected to a ***** ****** -- she has somewhat kept me in the loop but has provided zero resolution. Her latest email from today, 5/28 stated that there may be no fix aside from what resolution that was previously provided - the issue is -- NO PREVIOUS resolution HAS BEEN provided.I require access to this app to be able to pay my bill, update credit card information, update my device if and when I want to upgrade, and who knows what else. Limiting my access seems to be quite serious and not being able to fix it seems to be equally as serious.Screenshots are attached for reference - clearly the app THINKS I already have it setup or that it is already linked to someone else. This is a SERIOUS security issue.

    Business Response

    Date: 06/07/2025

    Please see our attached response to the received BBB complaint

    Customer Answer

    Date: 06/09/2025

     
    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:05/27/2025

    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.
    On Friday May 23 at 2:15 pm me and my wife ********* switched from **** to Visible My phone number was ************ and my wife's phone number was ************ we both had iPhones 14 Pro Max phones From Friday at 2:15 till Saturday at 3:00 pm we had no ability to make calls or texts. The customer ********************** was terrible they send esims mutiple times they had me remove my wife's esim they were unable to provide service to us so we deserve a refund of $80 for my phone and my wife's non service.

    Business Response

    Date: 06/07/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 06/09/2025

     
    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:05/23/2025

    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.
    I have NEVER done business with this company. This company took $20 from my Chime Checking Account on 5/12/25 @ 1:41pm without my consent. How they got my information I don't know! I have never heard of this company until this happened! I was told that this is part of ******* so when I contacted them to check, they said that they were not showing any withdrawal. I WANT MY MONEY BACK!!! My account shows the money was taken!

    Business Response

    Date: 05/30/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:05/21/2025

    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.
    fraudulent/predatory business practices:advertising $25/mo AND 15-day free-trial for bring your own device -entering in 2020 model phone's IMEI to "check compatibility" gave me a "something went wrong" error, and pushed me to buy a phone from visible wireless -entering an iphone 14's IMEI, which was SPECIFICALLY LISTED as a compatible device under **********************'s "connai" chatbot, ALSO gave me the EXACT SAME error "something went wrong", implying the phone was incompatible. Wasted a LOT of my time trying see if I could JUST TRY visible wireless, but I can't.visible wireless is just a scam, trying to lure potential customers in with low rates, trying to trick them into buying their overpriced phones with a promise of lower monthly rates, while not genuinely trying to offer customers an alternative to the mobile oligopolies.

    Business Response

    Date: 06/02/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:05/19/2025

    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.
    I am writing this letter to express my extreme dissatisfaction with a recent phone call I received from a representative of your ***************** On May 8 2025 18:54Chicago time., I received a call from someone claiming to be from your ***************** Their manner of speaking was extremely rude. They interrupted me constantly during the conversation, which made it very difficult for me to express my thoughts clearly. Moreover, I was astonished to find that the person on the line seemed completely unaware that Visible is a brand under ******* Mobile. This lack of basic knowledge about the company's own brands is truly unacceptable. When I tried to discuss some issues related to Visible, they seemed confused and gave me rather unprofessional responses. When I brought up my concerns, instead of trying to resolve the issue, they told me that I had been wrong all along and that the proper way was to forward this letter to Visible, which is a subsidiary of *******. If a representative from the ***************** which is supposed to have a broad understanding of the company's operations, is so ill - informed about the company's brand portfolio, I have to question their competence. I sincerely hope that you will look into this matter seriously. This kind of behavior and lack of knowledge from a member of your **************** not only reflects poorly on ******* Mobile but also greatly disappoints your customers. I think it is necessary to review the training and qualifications of the staff in the **************** to avoid similar situations in the future. Additionally, I would like to receive a formal apology for the rude behavior and the misinformation I received during that call. I look forward to your prompt response. Yours faithfully,

    Business Response

    Date: 05/10/2025

    Please see the attached response. 

    Business Response

    Date: 05/30/2025

    Please see our attached response to the BBB complaint received.

  • Initial Complaint

    Date:05/12/2025

    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.
    I need your help in resolving a complaint I have with Visible Wireless On 4/11 I ordered a pre-owned Iphone from Visible, order33600482I receive the phone and it was slightlydirtywhen I received it.On 4/15 I activated it and used it for a few days and it was very clear that there was something wrong with the phone. The performance was slow and the battery life was not very good - draining in just a couple of hours.On 4/24 ( 11 days after activation) I contacted Visible via chat to ask if there was any way I could return the phone. They said I was one day outside the return window, but they agreed to make an exception and take the phone back by sending me a return label.Also on that day I ordered a brand new Iphone from Visible to replace the iphone I was going to send back. At 1st the order was blocked, but after contacting customer ********************** via chat, they were able to clear the block and I was able to place an order,34004768 for a new Iphone. By 4/28 I had not received a tracking number and noticed that my new phone had shipped so I emailed ********************************************** On 4/30 Visible emailed back stating that my order was not filled and was automatically cancelled. Since that order was cancelled that now left me outside the return window and stuck with a poor phone that I spent $400-$500 on.On 5/1 I once again emailed to ********************************************** and explained how my order was cancelled and now I am stuck outside the return window with a phone that has very poor performance. All I asked was that they allow me to return the current poor performance phone back and allow me to place an order for another phone.The date is now 5/12 and I have not heard from Visible.All I really would like is for Visible to do it to allow me to return the defective phone and buy a new one.

    Business Response

    Date: 05/23/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 05/30/2025

     
    Complaint: 23320290

    I am rejecting this response because:

    My complaint with Visible is not fully resolved.  They have contacted me but have not yet been able to complete any resolution. 



    Sincerely,

    ***** *****

    Business Response

    Date: 06/07/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 06/10/2025

     
    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:05/11/2025

    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 filing a complaint against Visible for failing to unlock my eSIM after the stipulated 60-day period, as per their policy. Despite my device being active well beyond this timeframe, it remains locked, and I am unable to access the services I've paid for.I contacted customer support to resolve this issue. The first ***** I spoke with insisted I answer eight security questions, which I found excessive and unhelpful. After spending over an hour without resolution, I was transferred to another *****, ***** (Employee #******), who processed a partial refund. However, this does not compensate for the breach of contract and the inconvenience caused.I no longer wish to continue any association with Visible and am requesting:A full refund for the period during which I was unable to use the service.Immediate cancellation of my account.A formal acknowledgment of the breach of their unlocking policy.I am seeking the BBB's assistance in resolving this matter *************# ********

    Business Response

    Date: 05/21/2025

    Please see our attached response to the received BBB complaint.

Visible Service, LLC is NOT a BBB Accredited Business.

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