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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

  • 1,214 total complaints in the last 3 years.
  • 181 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:09/27/2025

    Type:Billing 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.
    Communicated through their chat. Only option about charges. After canceling my account. They said it was fixed and they have continued to charge me but since I no longer have an account I can no longer chat with them which is the only option.

    Business Response

    Date: 10/13/2025

    Please see our attached response to received BBB response. 

    Customer Answer

    Date: 10/13/2025

     
    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:09/26/2025

    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.
    July 22nd, 2025, $247.93. I purchased a 2025 ******** Edge phone from Visible. After 60 days paid service, they refuse to unlock the phone. I am requesting assistance to have them remove the network lock from my device.

    Business Response

    Date: 10/13/2025

    Please see our attached response to the received BBB complaint. 

    Customer Answer

    Date: 10/13/2025

     
    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:09/25/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 with visible by ******* for a month now, for 3 of these weeks I have not had any sms function on my phone. SMS is Vital because it is how banks and doctors offices contact you to verify. let alone all of the people who dont have iPhones. I have contacted customer ********************** via chat 15 times and they are still not fixing it. They are giving me the run around each time. the highest person I can get a hold of is named manolo, he calls me everyday now and tells me the "engineering team" did not respond to him. I asked to speak to his manager, he told me there is no way to talk to a manager because "they dont have phones". I am locked in with this company after paying for a year of service. other wireless companies are the same exact cost, yet they have a customer ********************** phone number to call. visible does not. Many other people on reddit and social media report having the same exact issue as me. this chat only option for a wireless company is ridiculous, and what's more is taking their sweet time and letting me go without the most basic aspect of cell service.

  • Initial Complaint

    Date:09/22/2025

    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 State that I was being harassed and threatened which someone call forward my number and have already used my number change limit. The keywords "harassment" and "threats"and they refuse to prompt that and the agent to escalate my request which was rejected by number of agents with visible and I talk to visible and ******* that it can be override because of my situation and they told me on 10-19-25 I will be able to change which that too long case number ********

    Business Response

    Date: 10/03/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:09/22/2025

    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'm looking to have my service restored without having to pay an additional fee. A couple months ago, Visible stopped processing payments, and when I would go to the app to make a payment, it showed that I didn't have a balance due. After a payment was made this month, my service was suspended. Most competent companies would accept that they had a bug in their system, and would accept responsibility for that bug, accept the loss of revenue, and move on to keep their customers happy. Not ********************. They don't accept responsibility for their incompetency, and they certainly don't care about their customers.(Not to mention their app is full of bugs, so from a software engineering side, they're completely incompetent)

    Business Response

    Date: 10/03/2025

    Please see our attached response to the received BBB response. 

  • Initial Complaint

    Date:09/21/2025

    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.
    I kept texting about my data service. It keeps cutting off and it's ******* me off. They tell me to reset my phone, airplane mode and nothing works! Please fix this!

    Business Response

    Date: 09/28/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:09/21/2025

    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.
    On Friday, Sept 19th, I was charged $385 from Visible to my **** ending in 7021. On Sunday, September 21st, I wake up to emails about a lapse in payment my account has been deactivated. I started chatting with customer support and they told me to restart my device and it would work. When I restarted the device I get an email that my account is now switch to monthly, and I noticed I have since been charged $35. I did not request this. I wanted my annual plan, but somehow visible created all this churn for no reason.

    Business Response

    Date: 09/30/2025

    Please see our attached response to the received BBB complaint. 

  • Initial Complaint

    Date:09/18/2025

    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 Visible Wireless company changed my contract so they could overcharge my account for several years after dropping prices. They didn't inform me; with the intent of taking advantage of me, having me pay a higher price than other customers, and with less ***********************. Despicable. I made multiple attempts giving Visible an opportunity to correct their coercion or 'make it right' with me but they're dirty. They give convoluted answers implying truths that are not true. My experience is that Visible is a dishonest company knowingly skimming their customers. I got scammed by ********************** ~$400.

    Business Response

    Date: 09/29/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 09/30/2025

     
    Complaint: 23903650

    I am rejecting this response because no matter how convincing the form letter mr. ******* chose to respond with what visible & ******* have done is taken advantage of a customer who is disabled.  The information I have about their overcharging is correct and comes directly from them on a call with customer **********************.  Mr ******* only serves as another layer to reject any customer who they've taken advantage of.  I have filed complaints with The **** and Disabilities Act MI as it's the only way to ensure a company like visible behaves honestly, which in reality is near impossible.

    Sincerely,

    *** *****

  • Initial Complaint

    Date:09/18/2025

    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 been paying for the premium service which my data should never be throttled that is their policy for the last 6 months my data gets throttled every month. I have a ticket in to resolve this issue from a supervisor. My service was suppose to stay active while they fix this and now they shut my phone off and the ticket is still pending .the supervisor said they would give credit to avoid shutoff because I'm not paying for service I can't use

    Business Response

    Date: 10/23/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:09/17/2025

    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.
    I STILL HAVE NO NETWORK AND NO SERVICE AND NO WAY TO GET ALL THE CALLS AND TEXTS IVE MISSED SINCE I TOKK MY BOOST MOBILE SIM CARD OUT AND PUT VISIBLE SIM CARD IN!!! I WANT MY MOMEY BACK NOW IM FILING COMPLAINTS WITH BBB, FTC AND FCC TO GET YOU SHUT DOWN BECAUSE I CANT CALL OR EMAIL SUPPORT!! SO MANY ******** AND ******* COMPLAINTS WE SHOULD FILE CLASS ACTION LAWSUIT, IVE WASTED ALL MORNING ARGUING WITH CHATBOTS BECAUSE THERES NO WAY TO GET A LIVE PERSON, JUST CONNAI, IM NOT ARGUING WITH AI!!! UNACCEPTABLE I PAID FOR A SERVICE IM NOT GETTING AND AFTWR SEEING ALL THE ******** COMPLAINTS I WANT NOTHING TO DO WITH VISIBLE AND I EMAILED THE ******* CEO TOO! I CANT GET MY TIME BACK, I WANT MY MONEY BACK SO I CAN TAKE MORE TIME SWITCHING BACK TO BOOST OR SOME OTHER CARRIER MEANWHILE I HAVE NO WAY TO CALL OR TEXT MY DRS, THIS IS MY BUSINESS PHONE AND IM DISABLED! I WILL LEAVE BAD ****** REVIEWS ON ******** AND ****** CONSUMER AND BBB!! I have no service due to Visible not doing their job I paid them last night and their Sim card never activated now I can't call or text and want to pay 20 to port this number to ****** voice I got the port out pin from them via email ******** the 6 digit code to verify bc phone and text not working no service

    Business Response

    Date: 09/02/2025

    Please see the attached document for our response. 

    Business Response

    Date: 09/30/2025

    Please see our attached response to the received BBB complaint.

Visible Service, LLC is NOT a BBB Accredited Business.

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