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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

  • 1,206 total complaints in the last 3 years.
  • 179 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:01/01/2025

    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.
    I ordered my phone on or around December 9 2023, I picked the $30 a month plan and made sure I picked payments monthly due to the fact of identity theft I'm only able to use gift cards they are **** debit cards After receiving the phone and putting the sim card in and trying to activate it I attempted to make the $30 payment numerous times and it was declined I tried using another **** gift card declined it appears you are not allowed to use a gift card for repeat payments of any kind I called your customer ********************** staff several times and was told I should contact the bank I purchased the cards at the post office instructing your employees to tell them to check with the bank is ridiculous 2 I asked them to change the payment plan from yearly to monthly so I could use the card every month to pay the $30 they stated they were unable to do that they kept insisting that I try a different payment method which I did getting the same results declined how do you expect me to pay the $30 fee every month for services please contact me and let me know where or how I should make my $30 payment so I could start using the phone that I've had for almost a month now PLEASE CONTACT ME VIA EMAIL I DO NOT ANWER IF I DONT REDOZ THE NUMBER

    Business Response

    Date: 01/11/2025

    Please see our attached response to the received BBB response. 

  • Initial Complaint

    Date:12/29/2024

    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.
    We went to visible website to sign up for a phone plan. They said phone was not compatable toward the end. We went to a differant company. Visble charged me $25. Went back to cancel whatever they did and i dont even. have an account. They have continued to charge and has reached $150. Anytime i talk to them they cant cancel payments without me responding to a text on a number thst doesnt exist. This ghost number they are charging me for. So i csnt close account, cant get a refund and continue to be charged for a service i do not have.

    Business Response

    Date: 01/31/2025

    Please see our attached response for the received BBB complaint.

  • Initial Complaint

    Date:12/28/2024

    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 been a customer with ********************** for 2 to 3 months I believe, and I have been extremely happy with the service. The customer **********************, unfortunately is somewhat lacking, but hopefully reaching out through the Better Business Bureau will ****** me a resolution.I signed up for a trial of service 3 to 4 months ago and ended up, leaving due to having a few issues that I was simply too impatient to wait to be fixed. We ended up deciding to move to visible permanently a few weeks later and have been there since.I currently have three issues which I hope someone can assist me with. I have been working with your customer ********************** and I believe that hopefully they will be addressing one of the three, but I will still outline it here just in case.1 I have been trying to update my email address for the past two days to an email address that I actually use. When I initially signed up, I utilized my Gmail account and I guess because I canceled service with that account. I can no longer use that email address for 60 days. I was told that as of today I can begin using my Gmail address again and I have been trying to do so and I keep getting an error when I try to validate or verify the new email address. If someone can assist me in getting my email address updated that would be great.2 if I'm being honest, I would really like to be able to use my actual day today. Email address, but it seems that you don't allow special characters in email addresses (my email domain has zeros in it). Rather than having to use multiple email accounts to have ********************** if you guys have the option to allow special characters in your email address, I could use my day-to-day email and I would be extremely happy.3 outgoing caller ID. Given that ******************** is owned by *******. I find it next to impossible to believe that you do not offer the ability to customize outgoing caller ID it's 2025 or will be in a few days. Please offer this to customers as displaying ********************** caller isn't good

    Business Response

    Date: 01/07/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 01/07/2025

     
    Complaint: 22739496

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:12/27/2024

    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 would like a partial refund to the $25 monthly service charge that I paid on December 13, 2024. I left Visible for another carrier on December 19th, 2024. Therefore, I would like the partial refund. I am unable to reach a person to request the refund. The Visible report chat was not equipped to solve my request. Thank you

    Business Response

    Date: 01/07/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 01/07/2025

     
    Complaint: 22738614

    I am rejecting this response because:

    Visible did respond providing a link for authentication in email that is only available for 1 hour.  The email goes to SPAM so I do not see the email when it gets to SPAM email so I have never had the opportunity to confirm.  I will try again 8th of January and contact Visible in the morning.  

    Their response does not make sense considering my invoice was paid for December for $25 and at most I used 8 days of service. 


    Sincerely,

    ***** ******

    Business Response

    Date: 01/14/2025

    Please see our attached response to the received rebuttal.

    Customer Answer

    Date: 01/19/2025

     
    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:12/25/2024

    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.
    Visible secretly charging us 25 dollars per month for one year after their customer ********************** confirmed a termination of phone service. Even though with enough evidence (customer ********************** online chat conversation details regarding to a successful confirming of canceling services ), visible refuses to refund that one year of over charges.Also they never replies email even though they claimed they would do so within several days.

    Business Response

    Date: 01/04/2025

    Please see the attached response to the received BBB complaint. 

    Customer Answer

    Date: 01/13/2025

    To whom it might concern,

    Related business used excuses to not refund. They refused to follow up even though I told them I am willingly to obtain account information for their so called authentication purpose ( though I doubt the necessity to do authentication in the first place because I am not trying to obtain any account information from them just asking them to investigate and refund through the original payment method).

    I am deeply disappointed about this companys behavior. High appreciate if you can help me out here.

    Best,
    Na

    Business Response

    Date: 01/22/2025

    please see our attached response to the  Rebuttal BBB complaint received.

  • Initial Complaint

    Date:12/23/2024

    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.
    Visible said they accepted my payment method, charged my card, said processing error, and won't restore service. When going to customer **********************, they refused to escalate until several attempts were made. They then disappeared for over 10 minutes, and did not come back with a manager as promised.

    Business Response

    Date: 01/01/2025

    Please see our attached response to the received BBB complaint.  

  • Initial Complaint

    Date:12/21/2024

    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 placed my order on Nov. 26 2024 to buy a iPhone 13 (Order #********) online on **************************. Before the package arrived, I decided to return it. The package returned to Visible service and signed by **** (Please see the attachment) on 12/04/2024. The didn't refund to my bank account till 12/21/2024 even I tried to contact them three times. The agent always postpone the refund date.

    Business Response

    Date: 12/31/2024

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:12/20/2024

    Type:Delivery 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 paid full price for iPhone SE for my daughter from Visible 2022, but Visible has blocked my iPhone SE now. And I asked them to unblock it, showing them the order number they sent me, but they are telling me something different from my order number. Even though I gave them the order number that was confirmed in the email Visible sent, they are saying some weird things and won't unblock it.

    Business Response

    Date: 12/27/2024

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 01/06/2025

    My case ID number is ********.

    Hi BBB representative, 

    I'm still waiting for Visible resolution now. They tried to do something, but it's not fully resolved yet. Visible un-blocked my phone only in ******* coverage, not all, so my phone is still blacklisted. I'm trying to use this phone in the T-mobile coverage, ************ but I cannot. I think Visible should contact T-mobile or *********** to figure it out. Please find the screenshots of my phone status. 

    Thanks,
    ******* **


    Business Response

    Date: 01/22/2025

    Please see our attached response to the BBB complaint. 

    Customer Answer

    Date: 01/23/2025

     
    Complaint: 22712578

    I am rejecting this response because: After Visible reported my phone as blacklisted, they released it so I could only use *******'s network. My phone is still blocked as the blacklist on AT&T and T-mobile networks. The Visible needs to contact them to resolve this issue. 

    Sincerely,

    ******* **

    Business Response

    Date: 02/06/2025

    BBB response uploaded to the portal.

    Customer Answer

    Date: 02/06/2025

     
    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:12/18/2024

    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.
    Im September of 2024 i purchased a phone through Visible. It arrived and was defective m, I immediately contacted them and was told to return it to get my money back and then could purchase another phone as they couldnt switch it out. I had financed the phone and they said it would be canceled once they processed the return. It took them 3 months and me repeatedly contacting their customer support for them to finally process this return. I am out 3 months of payments of ***** for a phone I couldnt use and had returned. They are refusing to give me back my ****** that I am out from the delay of processing the phone. I have contacted them multiple times and the answer is always the same, they have to investigate and 45 minutes later they say they have no answers or that I have to cut my losses on the payment. Now they are saying to go to Affirm and request the refund. However, ****** has stated that it is Visible who they refunded and once I told that to Visible with email proof they do not accept me seeking customer support, it just has an AI saying it cannot help me.

    Business Response

    Date: 12/26/2024

    Please see our attached response to the received BBB complaint

    Customer Answer

    Date: 12/26/2024

     
    Complaint: 22702563

    I am rejecting this response because: I received a refund from the other company Visible used for financing the defective phone.  All Visible has done is sent me 2 emails stating they cannot do anything else until they verify my account which has been done several times.  I still am in need of a working phone and my only option at this point is to go with a different company since Visible has no real customer ********************** or support unless its a live chat that has automated messages.  I cannot go through 3 months trying to get a new phone that works without risking this situation again.  

    Sincerely,

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

  • Initial Complaint

    Date:12/16/2024

    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.
    On 12/11/2024 I used ******* visible app to determine my ******* galaxy s20 plus 5G was compatible with their service by entering my phones IMEI number is the search bar and then receiving the resettle. So I used a referral code from someone I knew and paid for visibles service. However after finding out that the first visible agent was apparently wrong that my phone would not work with an esim they ordered a physical *** card that would take 24 hours to arrive I ended up speaking to 3 or 4 different agents because after porting over my number my phone would not work and they had started my phone service from that day according to my account and after speaking to the last agent they said I was told wrong the *** card would not arrive for 3 to 5 business days but my phone would not work even with the physical *** card! I was very angry at this point and I needed a phone I had already been lied to and was expecting to use my phone within minutes so the only option to continue to have a working phone and this was what the last agent told me was to port my number out and back to my prior carrier and I could keep my number that way since over had the same number for years and since the charge was not posted yet I could call and ask for a refund once it posted. Well tonight, December 16, 5 days later a *** card arrived in the mail but I called visible and spoke to an agent and the agent reused to refund my money! I said I know this isnt Happening after spending over 3 hours of my time and being lied to by these people now they refuse to refund my money for a service I did not get! Not 1 text and not any voice minutes to no fault of my own!

    Business Response

    Date: 12/25/2024

    Please see our attached response to the BBB complaint. 

    Customer Answer

    Date: 12/26/2024

     
    Complaint: 22696043

    I am rejecting this response because: I want my money back for No service to no fault of my own

    Sincerely,

    **** *******

Visible Service, LLC is NOT a BBB Accredited Business.

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