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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

  • 1,383 total complaints in the last 3 years.
  • 201 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:07/23/2025

    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:07/17/2025

    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.
    Bought a phone from visible with insurance less than 2 yrs ago My phone was getting very hot the battery was charging up to 80% not good. I asked for help and got nothing We tried to switch phones but they didnt bring over contacts or pictures what a joke. I want all of my insurance money back and I paid for aug they owe me that . You cant talk to a person only chat. Got nowhere.

    Business Response

    Date: 07/26/2025

    Please see our attached response to the received BBB complaint. 

    Customer Answer

    Date: 07/29/2025

     OK visiable isnt telling the exact truth. They first said they couldn't help me because I only have one phone which is true. Then remembered a older one two yrs ago I had that needed charging. so I charged it and  it got 100% without issue. They never said to back up all of my stuff on my iphone 15 pro which never worked right.
    They told me after the fact and I will take a lie detector test to prove that.
    Then they said just back it up manually that's over two yrs of stuff amazing!!
    I said no way what a crock of shit! I paid for the next month bill and want that money back as well for the insurance that never happened. If I have to court I will against the thieves!

    Business Response

    Date: 08/07/2025

    Please see our attached response to the received BBB complaint. 

  • Initial Complaint

    Date:07/09/2025

    Type:Sales and Advertising 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 company continues to charge my bank $25.00 every month. I am unable to reach them by phone despite multiple attempts. My cell phone services have been through ATT for years. I have never had any business with this company. This is fraud.

    Business Response

    Date: 07/21/2025

    Please see our attached response to the received BBB Complaint.

    Customer Answer

    Date: 07/27/2025

     
    Complaint: 23579134

    I am rejecting this response because:

    Sincerely,

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

  • 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.
    On 6/24, a hacker stole my phone number of 25 years from **** to Visible by *******. I have spent countless hours and days now arguing with Visible to please get them to release my number back to **** but they are not cooperating. I have filed police, ***, ***, and *** reports but they still will not give me my number back. **** has tried everything but without Visible's cooperation everything is frozen. There is no phone number or physical stores for Visible so the chat has been my only avenue and has not been helpful. I have run my business since 2007 from this number and I just want my life back please.

    Business Response

    Date: 06/30/2025

    Attached is *******'s response. Thank you.

    Business Response

    Date: 07/21/2025

    Please see our attached response to the received BBB complaint. 

  • 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,

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

Visible Service, LLC is NOT a BBB Accredited Business.

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