Complaints

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.

• Initial Complaint

  Date:10/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was sold a new phone and right out the gate it was faulty. Not holding a charge and glitching or shutting off every other day. First rep on chat was helpful but the escalations team was horrible. Refusing my money back even if i sent the phone into them. A phone i cant use and it has only been a month.

  Business Response

  Date: 11/19/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 11/19/2025

   
  Complaint: 24049203
  
  I am rejecting this response because:
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:10/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 phone recently broke and was REMOVED1 I was unable to log onto the visible portal as I kept getting account information errors. I contacted visible Customer REMOVEDchat and was told my old email address was on the account. I requested the email address be changed or a password reset be sent to my new email as the old email address was not active. I was told for security reasons this could not be done. I was then ask for the REMOVEDof the old and new phone, the last four numbers of the credit card I use to pay my bill, a list of three of the most recent phone numbers I used. I provided this information and was told an email would be sent to my new email address with account reset information in the next 30 minutes to an REMOVED2 I did not receive an email from visible. I again contacted visible Customer REMOVEDchat and provided all the same information a second time. I was told I needed to remember the original email and was ask if my old email address had any special characters. I provided the special character my old email address had and was again told I did not have the correct email address so they could not access my account for security reasons. The agent suggested I access my old email address. I reminded the agent I no longer had access to the old email. The agent suggested I wait to see if I get an email on my current email as there was nothing more they could REMOVED3 I never received an email from visible. I contacted visible Customer REMOVEDchat several more times and provided all the same information. I was repeatedly advised I needed to remember the original email. I purchased the domain and reactivated the original email without improvement. I ask to speak to a supervisor and the pattern repeated.I no longer have access to a phone number I have had for years. I am now using a new phone number.

  Business Response

  Date: 10/24/2025

  Please see our attached response for the received BBB complaint.

• Initial Complaint

  Date:10/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  
  Complaint: 24028299
  
  I am rejecting this response because:
  
  The REMOVEDresentative/ author of the email response to the BBB stated to me, by telephone, that HE was forwarding the complaint to their Visible REMOVEDresentatives today and stated a Visible REMOVEDwould contact me and resolve the issue today or Monday. 
  

  In his / REMOVEDs response to the BBB he is requesting that the BBB contact Visible. 
  

  It is unfortunate REMOVEDwas not truthful when they spoke to me. 
  In addition the original request is regarding REMOVED/ Visible illegally, and without permission, saving my credit card information on their Website. The response from REMOVEDmentions a debit card, which is not accurate. 
  
  Regards,
  
  REMOVED

  Business Response

  Date: 10/17/2025

  Response letter Attached

  Customer Answer

  Date: 10/20/2025

  REMOVED/ Visible wireless is storing my credit card on their Website without my permission. I have contacted their customer REMOVEDseveral times and the credit card is still stored on their Website. In addition, their Website does not allow me to enter a different credit for payment. I am requesting they delete the stored credit card and allow me to enter a new credit card.

  Business Response

  Date: 10/28/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 10/28/2025

   
  Complaint: 24028299
  
  I am rejecting this response because:

  I repeatedly verified the account and REMOVEDLLC / REMOVEDrefused to remove my credit card information which violated privacy laws. Visibles / REMOVEDs response proves I verified the account as they provided specific details regarding the account which they would not be able to do if I did not verify the account. 
  

  Visible / REMOVEDprovides horrendous wireless service and then provides false information via their customer REMOVED.  REMOVED/ REMOVEDcustomer REMOVEDappears to be trained to provide poor service and false information. 
  

  Visible Service LLC / REMOVEDviolated privacy laws when they repeatedly refused to remove my credit card information as requested. 
  

  Visible / REMOVEDalso falsely claimed I had to download and use their app to remove my credit card information from the account. 
  

  Visible Service LLC / REMOVEDis obviously a dishonest business based on providing substandard wireless service, lying to their customers, and violating privacy laws to retain their customers private data. 
  
  Hopefully, people will consult the Better Business Bureau before using Visible / REMOVEDwireless. 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 11/07/2025

  Please see our attached response to the received BBB rebuttal.

• Initial Complaint

  Date:10/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  There is no way to contact this business. When there is a billing issue or a service issue they have AI trying to resolve your issues and it doesnt work ninety percent of the time. First there was a billing issue. Which there shouldnt have been one and finally the cell phone service they were providing didnt meet my needs. I just want the money that I paid for this months service which I did not want. I switched over to REMOVEDdirectly and now have the services I should had received from Visible.

  Business Response

  Date: 11/14/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:10/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 REMOVEDVisible. It never worked. I tried calling but there was no number and I could only use a chat which was a bot and never helped. I could not get my money back so I tried through my bank. My bank can only take a complaint through a fax machine which no one has anymore so I am left with trying here.If you are going to provide a service, you need to be able to speak with your customers.I would like a refund of my $25 for the service that never worked. I'd also like a telephone number for REMOVEDVisible to be able to speak with a human person.

  Business Response

  Date: 10/07/2025

  Please see attached

  Business Response

  Date: 10/24/2025

  Please see our attached response for the received BBB complaint.

  Customer Answer

  Date: 10/28/2025

   
  Complaint: 23977096
  
  I am rejecting this response because:

  I attempted to contact REMOVEDVisible through the chat bot which was the only option they provided me. The bot could not resolve my issues and never gave me an option for a live REMOVEDThe response REMOVEDVisible wrote says I never contacted them.  Even now, as you can see in the attached screenshots, there is not contact number, email or live chat other than an AI bot to provide a way for customers to contact support. 

  REMOVEDneed to acknowledge that they cause the problems by blocking access to help and selling services they don't provide adequate assistance for, causing me a lot of effort to get my money back. If we keep letting big business get away with this behavior, we will lose even more that we do now.  They should immediately provide a telephone number to a live REMOVEDon their website for customers who have problems and are without needed cell service.  Otherwise, they are not sincere about what they put me through which dealing with an elderly Alzheimer's mother on my own and without cell service.

  Sincerely,

  
  REMOVED

• Initial Complaint

  Date:10/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 filing a complaint against Visible (Case #REMOVED) for repeated misinformation, poor customer REMOVED, and refusal to offer fair compensation after their errors caused significant stress and wasted time.On October 14, 2025, I received two contradictory emails from Visible within 20 minutes. The first claimed my trade-in return was rejected because it arrived too late. The second confirmed the exact opposite that my phone had been received, evaluated, and my loan balance of $512.88 paid off. Confused, I contacted Visible support for clarification.What followed was over an hour and a half of frustrating chat interaction. The first REMOVEDrepeatedly gave inconsistent or incorrect information claiming my phone hadnt arrived and instructing me to contact REMOVEDeven after I showed them Visibles own confirmation that the return was received and refunded. After many delays, the REMOVEDfinally admitted the upgrade was completed and the loan was paid off, but still gave contradictory answers.I then requested escalation to a supervisor. The supervisor confirmed the return was indeed completed and apologized, admitting that the earlier REMOVEDwould be coached. However, Visible refused any compensation for the stress, confusion, and wasted time, stating that because I had once previously received a credit for a different issue, I was not eligible for another regardless of repeated company errors.I am seeking acknowledgment of the mishandling of my case, proper documentation that my refund was correctly processed, and compensation for the distress and time wasted due to Visibles repeated misinformation and lack of accountability.

  Business Response

  Date: 10/24/2025

  Please see our attached response for the received BBB complaint.

• Initial Complaint

  Date:10/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 this company via chat, which is the only way to resolve anything with them. I told them I was having trouble with short code verification texts only. The bot or person I was chatting with did not seem to understand what that meant. They had me remove my eSIM, resulting in the loss of my telephone number and service. I was left with my only choice but to contact my old carrier via my laptop and get a new tn activated since I had to leave for work. This was 4 hrs into this. I tried to get my old number back via both my old carrier and thru visible and they just straight out disconnected it right away and it went back to my previous carrier who said they could not retrieve it. This should be illegal or reported to the REMOVED. This is not right and you should have anywhere from 7-30 days to recoup your number. This was all done for an issue I told them was a network or provisioning issue on their part. And sure enough, I switch to the other carrier & have absolutely no problem with the short code texts. So they shut my service off and disconnected me for no reason. Only their incompetence. I am disputing the current bill I just got done paying & not receiving the service. Conveniently, the wont let me access my acct now so I cant verify the acct number or the amount. It was less than $35 and I have the order#, maybe that is the acct #REMOVED. My phone number they disconnected is REMOVED. And if I cannot get the funds back, the company definitely owes me an apology at the very least.

  Business Response

  Date: 10/24/2025

  Please see our attached response for the received BBB complaint.

• Initial Complaint

  Date:10/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 REQUESTING ASSISTANCE OBTAINING MY PORT OUT PIN FROM REMOVED. MY ACCOUNT WAS DEACTIVATED BEFORE I COULD COMPLETE A PORT OUT TO REMOVEDMY ORIGINAL PORT OUT PIN EXPIRED, AND REMOVEDREFUSES TO ISSUE A NEW ONE BECAUASE MY ACCOUNT IS CLOSED. I HAVE CONTACTED CUSTOMER SUPPORT VIA EMAIL, AS THEY HAVE NO PHONE NUMBER, AND VIA CHAT, BUT THEY CONTINUE TO STATE "WE CANNOT HELP YOU". THIS PREVENTS ME FROM RECLAIMING MY PHONE NUMBER, WHICH I HAVE OWNED FOR YEARS. I AM REQUESTING VISIBLE RE-ISSUE MY PORT OUT PIN, OR TEMPORARILY RE-ACTIVATE MY ACCOUNT, SO I CAN COMPLETE THE PORT.I CAN VERIFY MY IDENTITYWITH BILLING INFOAND ACCOUNT DETAILS.

  Business Response

  Date: 10/23/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:10/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  unreliable service, have no bars at my home, I escalated to the business multiple times without any resolution, they made the service even worse on purpose

  Business Response

  Date: 10/18/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 10/18/2025

   
  Complaint: 24000960
  
  I am rejecting this response because:

  visible stated I should connect to WiFi, which defeats the purpose of having a wireless plan. 
  

  this makes no sense as the service provided doesnt work.

  Sincerely,
  
  REMOVED

  Business Response

  Date: 10/24/2025

  Please see our attached response for the received BBB Rebuttal.

• Initial Complaint

  Date:10/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a customer on the REMOVED+ plan. My line is not correctly provisioned to access the full features of this paid plan. Specifically, my device's network settings for 'Network Mode' are greyed out/locked to LTE, which is a carrier-pushed configuration that prevents me from manually selecting 5G bands, which are included in the Visible+ plan. The issue is a faulty provisioning profile on the REMOVEDHLR (Home Location Register) for my line. I have spent no less than four hours with Visible chat support over the last couple days. They have attempted a re-provision among other steps and many, many restarts, but it failed to correct the faulty profile. I require escalation to a Tier 3/Technical Escalations Team to manually clear the cached configuration and re-provision the line to ensure I receive the premium 5G service I am paying for.

  Business Response

  Date: 10/18/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 10/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED