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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

  • 998 total complaints in the last 3 years.
  • 142 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: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:08/22/2025

    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.
    I contracted with Visible for phone service the end of April 2025. The cell service was awful and dropped calls were frequent. I switched carriers August 4, 2025. I paid a year in advance of $295 with Visible. When I canceled I reached out via chat( because you cant talk to anyone) and was informed refunds are not offered. I am out 8 months of payment that I didnt use. They told me it was on the terms and also said it was in the checkout. I told them I would never have paid for a year if it had been in the checkout. I asked them to provide me with a screen shot showing it shows up in the checkout and they did not send it to me. I would have no reason to think they would be any different than any other cell phone carrier. I feel this is predatory and would like a refund of the unused portion of what I paid. Thank you

    Business Response

    Date: 09/05/2025

    Please see our attached response to the BBB complaint received. 

    Customer Answer

    Date: 09/05/2025

     
    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:08/20/2025

    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:08/18/2025

    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.
    I contacted Visible wireless to transfer service and took Visible+ and told I would get great service on 8/16 and data never worked. I chatted with tech and they could not fix after many attempts. I was told wait a week and they would see would could be done. I waited but could not wait that long as I rely on data for navigation in my car. I switched after less than 2 days. Data would only work 10 mbps download and .01 upload which is totally not represented. I switched to a new carrier and asked for a refund but refund denied. I am told even if you prepay for a year no refunda. This is a scam. I could not use their data at all.

    Business Response

    Date: 08/24/2025

    Please see our attached response to the received BBB complaint. 

    Customer Answer

    Date: 08/24/2025

     
    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.  I thank the BBB for its assistance,

    Sincerely,

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

  • Initial Complaint

    Date:08/15/2025

    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.
    didnt have service as advertised. cancelled after 3 days and wont refund

    Business Response

    Date: 08/24/2025

    Please see our attached response to the received BBB portal.

  • 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:07/29/2025

    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.
    Purchased one year plan on March 19, 2025 for $275. I no longer need the service and requested to cancel my plan and receive a refund for the unused portion. I was not able to speak with a live person but the virtual assistant simply said "no refunds".

    Business Response

    Date: 08/07/2025

    Please see our attached response to the received BBB complaint. 

    Customer Answer

    Date: 08/07/2025

     
    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,

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

Visible Service, LLC is NOT a BBB Accredited Business.

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