Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
My BBB
Better Business Bureau®
For Businesses
Share
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

  • 1,247 total complaints in the last 3 years.
  • 183 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/07/2024

    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 September 5th I attempted to pay my bill three times with the same card I always use. It declined my card all three times. Normally when my card declines it would say card declined and nothing would appear on my account. I tried to add money to my Apple Pay to complete my transaction. That got declined saying I didnt have enough funds in my account. I go to check my account and it has three pending payments of $45 each all from Visible on my account. I reached out to an agent and explained to him what had happened. He said he saw it and would attempt to push the payment through and refund me the other two. Keep in mind this is all the money I have in my account. He assured me that the problem would be taken care of and that my service would not be affected by this. I wake up the next morning and my services had been interrupted. I reach again throughout the day and get told the same thing. Then Im told to reach out to my bank. I do and my bank says that if the payment had failed or gotten declined it would not show up on my bank account. They advise me to contact Visible. I do and ask for a supervisor in which he was extremely rude and nasty. He tells me that they dont have the money. I explain to him that Ive already spoken with my bank and relay the message of what my bank has told me. I then ask to speak with someone else and he refuses to send me to someone and hangs up in my face. I have never had a group of unwilling customer ********************** agents unwilling to help solve the issue or even give a solution to a problem. That was all the money I had in my account and had to reach to my dad just so that my services could be restored. The person I spoke with didnt even try and help or find a solution even after I explained to him that I had already spoken with my bank. He and the other agents should be fired. They were very unprofessional.

    Business Response

    Date: 09/17/2024

    Please see our attached response to the BBB complaint

  • Initial Complaint

    Date:09/07/2024

    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 had been trying to move my phone number to Visible for quite some time, and have had nothing but problems so I gave up. The constant errors with Visible's systems and lengthy response times led me to have to make three accounts, as advised by a Visible chat representative. The three accounts are under emails ********************** ************************ and ************************** with creating new accounts and opening ********************** with a new number, as suggested by the representative, there were still issues. I decided to cancel the service, and the representative assured me that it would be canceled and refunded. I have received no such refund, and have been charged again for service that I do not have access to. Additionally, I ran into issues when attempting to port my phone number, ************. The port never completed as I never ended up signing up for service. According to my current carrier, ***** Visible did attempt to port over the number. I need this canceled so I can switch my service to another provider. I am requesting a refund of $70.00 to cover the two months of service I was billed for but did not receive, and was promised was cancelled; the confirmed cancellation of any port request tied to my phone number; and the confirmed closure and deletion of the Visible accounts tied to ********************** ************************ and *************************** you.

    Business Response

    Date: 09/17/2024

    Please see our attached response to the BBB complaint

  • Initial Complaint

    Date:09/06/2024

    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 require my phone records from last year for a legal case. I ported out my number in March. Visible claims my account is closed and I cannot see the records. The *** requires that Visible keep the records for *********************************************************************** It is of utmost importance that I access the phone records of **********.

    Business Response

    Date: 09/13/2024

    Please see our attached response to the BBB complaint

    Customer Answer

    Date: 09/13/2024

     
    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:09/04/2024

    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.
    Aug 1 2024 I ordered a phone from Visible to get service with them. I Called my current phone provider to cancel my service with them and they stated I can unlock my phone to use on visible network so I contacted visible within 20 minutes of ordering the new phone from them to cancel my order and that I would be using my current phone and needed a sim card from them. They failed to cancel the order and didn't send a sim. They overnighted the phone to me and didnt cancel my order . So i spoke with them in there chat they stated to refuse the order from ***** i did so. ***** shipped it back to there warehouse and they signed for the drop off. i have tracking info and documented everything along the way as well. Its been over a month and still no refund they keep refusing to refunded me. I have spent A insane amount of time trying to get a refund they keep procrastinating an not following through with anything and email me that ill have a refund within 2-5 days a few weeks ago. It is a joke I have to go through this. There online chat whoever we talk to lies and doesn't follow through with anything ever what a waste of time. Are they running there business from a basement? What a scam company they are! Reference #******** I SPENT $137.19 on the order **** the manager from visible stated she was refunding me on Friday September ******* which was a lie my card company has stated nothing was refunded and is not processing.

    Business Response

    Date: 09/09/2024

    Please see our attached response to the BBB complaint. 

  • Initial Complaint

    Date:08/28/2024

    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.
    Employee ported my number to the wrong account and there is no timeline on when I will get my phone line back as well as no compensation for being affected by their employees negligence.

    Business Response

    Date: 09/05/2024

    Please see our attached response to the BBB complaint received.

  • Initial Complaint

    Date:08/28/2024

    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 signed up for wireless service with Visible by ******** herein referenced as Visible.I activated my phone (iPhone 15 Pro Max) as well as my Apple Watch, which was included in the cost of the wireless plan.Everything worked until sometime over night when my watches cellular connection vanished. I have been trying now for two days to get this resolved with absolutely no success.Visible does not have any forward facing customer **********************, it is all handled via social media, and their terrible app. Nobody seems able, or willing to get to the root of the issue, rather continuing to waste my time.We had the highest of hopes of giving Visible a shot, but it seems that just because they have the ******* name attached to them, they do not have the same desires to resolve customer issues.

    Business Response

    Date: 09/05/2024

    Please see our attached response to the BBB complaint.

    Customer Answer

    Date: 09/05/2024

     
    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:08/28/2024

    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.
    8/28/2024 ***************** ********************************************************************************************************************************* ************** Re: Visible BYEBYETMO Promotion Sign Up Order# ******** | Phone# ************** My name is *****************. Recently, I was made aware that this MVNO of ******** called Visible made a promotion available for switchers of T-Mobile service, would be able to receive a special deal of $15.00 a month by providing a $10 credit off of their base plan which costs $25.00.Like a fool, I went ahead without thinking things through and signed up for this scam.I signed up with service and ported my number over to Visible via their worthless app.Not bring fully aware that they did not provide any telephone customer **********************, I foolishly paid them $15.00 for this service. I selected a plan and stated that I wanted eSim to be the method to have the service delivered to my phone without an actual SIM card.Knowing exactly how eSim works, since I use it flawlessly with T-Mobile and all 6 of my current lines with them, I thought it would be no problem to for this service.After the port was successful, I opened the Visible app and went through a process to activate the service on my phone. I was advised through the app more than once that: Somethings not quite right (see screenshot below).

    Business Response

    Date: 09/05/2024

    Please see our attached respones to the BBB complaint

  • Initial Complaint

    Date:08/26/2024

    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.
    We decided (me and husband) to sign up for wireless service with Visible. We had heard great things about it. My husbands service was working within minutes (on his phone and Apple Watch) so we decided to activate my devices.Three hours later not only does my watch not work, but now my cellular service does not, because the *** I chatted with wanted me to remove the cellular plan from my device and now they seemingly can't re-add it for whatever reason.I paid ***** to start service, and if I don't have working service, I expect that refunded back to my credit card. At this point I'm not even sure Visible is a carrier we would want to be with, because their customer ********************** is truly awful and their troubleshooting and resolution process is horrible.

    Business Response

    Date: 09/04/2024

    Please see the attached response to the BBB complaint received.

    Customer Answer

    Date: 09/04/2024

     
    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:08/23/2024

    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.
    service was very spotty and slow. I used it only for a few days and canceled. asked for a refund, and they're refusing to provide one saying it was used.

    Business Response

    Date: 09/03/2024

    Please see our attached response to the BBB complaint. 

    Business Response

    Date: 09/03/2024

    Please see our attached response to the BBB complaint. 

    Customer Answer

    Date: 09/03/2024

     
    Complaint: 22188209

    I am rejecting this response because: The response and resolution provide is unacceptable. I HAD to use the service in order to determine there were issues, first of all. Secondly, why would I bother reaching out to customer ********************** when I can port my number out to another carrier? There is nothing in the terms and conditions that state a customer is required to contact customer **********************. Since their response, I have sent an email to ********************* CEO of Visible, and I will be disputing the charge as well as reporting this to the *** for failing to provide service I paid for and failing to refund my money. 

    Sincerely,

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

  • Initial Complaint

    Date:08/23/2024

    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 paid $38.30 for my service on 08/22/2023, but I switched to Spectrum due to slow service and delays in receiving messages. Following Spectrum's advice, I transferred my number before canceling my original service. However, when I called Visible, they informed me that a refund was not possible after giving them $38.30. Since I no longer have service, I believe I deserve a refund. My plan expired yesterday on the 22nd.

    Business Response

    Date: 09/03/2024

    Please see our attached response to the BBB complaint. 

    Customer Answer

    Date: 09/03/2024

     
    Complaint: 22187981

    I am rejecting this response because: I sent a message asking them to send me something in the refund requirements stating my account has to be active to get a refund and I havent received anything as of yet. 

    Sincerely,

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

    Business Response

    Date: 09/11/2024

    please see our attached response to the BBB complaint. 

    Customer Answer

    Date: 09/11/2024

     
    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.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.