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:09/17/2025

  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.

  Visible accused me of spamming and permanently shut off my service. They would not prove spamming as actions were false and would not refund difference of them shutting off the service when a year advancement was paid. I provided details of use of the phone service and still would not continue service stating I was violating their terms and services but nothing in their documentation states my actions went against any violations. I would send a monthly text to members of a food co-op group informing them of their delivery that month. Visible is stating that it goes again their terms and shut off my service permanently on Sept. 15, 2025. I tried to contact support to resolve the issue but their technical team would not reconsider their decision and told me I could open a new account with them with a new number. I am seeking the return of the yearly difference as they did not fulfill their obligations and in no direction violation of my actions using their service.

  Business Response

  Date: 09/28/2025

  Please see our attached response for  the received BBB complaint.

  Customer Answer

  Date: 09/29/2025

   
  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:09/17/2025

  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.

  On Monday September 15, 2025, my bank account was charged $45 for my Visible phone account. Normally I am billed $25 a month. I signed up for Visible in April 2025 and was initially charged $25 a month for the basic plan. A week later a promotion was emailed to me stating I could get the Visible + plan for $25 a month for a year. So, I upgraded and my bill remained the same for more than the 3 months I was told later that it was a promotion which was supposed to last for only 3 months. Apparently on September 15, 2025, the promotion ended after 3 months and now I am being charged what the Visible + really is supposed to cost. Now, if you do the math I received the Visible + for more that 3 months. But this is the excuse I was given by agents that I chatted with. On September 15, 2025, I chatted with a supervisor under case id. no. ********. The supervisor refunded the $45 that was deducted from my account for the ******************** + plan promotion ending and told me to sign back up for the Visible basic plan, which is what I did. I confirmed that he could see on his end that I had downgraded into the Visible basic plan and the supervisor confirmed that I did. The supervisor was concerned that because I had one more day to be enrolled in the Visible + plan that my service may get terminated. So, the supervisor said he would give me a call back before that would happen. Well, I did not get the call back and my phone service was ended. Now, today Tuesday September 16, 2025, I have been chatting with agents at Visible to get me phone service turned back on at the $25 a month price that it was supposed to be at without the fraudulent and misleading promotion that was advertised to me. None of the agents were any help.

  Business Response

  Date: 09/28/2025

  Please see our attached response for the received BBB complaint. 

  Customer Answer

  Date: 09/28/2025

   
  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:09/15/2025

  Type:Billing 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 have tried numerous times to start an account and every time I sign up it doesn't proceed I have probably 15 emails that I've had to open up accounts with to try and get this to start up and it's not working. I have had now four charges on my account to have been refunded one is still open to be refunded and now I was charged the other day and I need to be refunded again I'm trying so hard to get this company to have a service work for me and every time I go online and I start chatting with him they just leave and then I can't sign in again for another 10 days or so

  Business Response

  Date: 09/23/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:09/11/2025

  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.

  THIS COMPANY IS RUNNING FALSE ADVERTISING ON THE $45 PLAN IT DON'T COME WITH UNLIMITED DATA AND NO HOTSPOT THEY DON'T HAVE A PHONE NUMBER TO CALL U HAD TO DO EVERYTHING THROUGH CHAT EVERYTIME I KEEP TELLING THEM I'M NOT GETTING MY UNLIMITED DATA I GETTING NO NETWORK FIELD TO SEND PICTURES AND VIDEOS MESSAGE TAKE 15 HOURS TO UPLOAD STUFF ON SOCIAL MEDIA NETWORK CONNECTION LOST BUFFER SLOW NETWORK WHEN I'M ON 5G AND 4G AND THEY NEVER CAN'T GIVE ME AN ANSWER Y I'M NOT GETTING THE UNLIMITED DATA AND HOTSPOT WHEN I PAY FOR THE $45 PLAN

  Business Response

  Date: 09/23/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:09/05/2025

  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.

  Visible fraudulently charged me for "global pass" without my authorization. Instead of using my banked global passes and deducting it from my balance as their terms state, they just automatically charged my credit card without notifying me and without authorization. I'm guessing they've done this to thousands of other customers. When I was reviewing my bill renewal I noticed this and questioned them. They said they would credit the $60 to my next renewal. I said that is not acceptable as they fraudulently charged my card and they will have to return it to the credit card they charged. They said they could not do that and the only way to get my money was to renew with them for another year and get it applied to a credit. That's unacceptable and a scam. They need to be shut down.

  Business Response

  Date: 09/16/2025

  Please see the attached response for the received BBB complaint.

  Customer Answer

  Date: 09/22/2025

   
  Complaint: 23846599
  
  I am rejecting this response because:
  
  What you stated is not actually correct. I didn't request to downgrade my account and apply anything to my son's account. What I asked for was to be refunded the money that you fraudulently stole and a credit of $60 for my renewal for the fraud and inconvenience. I told you that if you didn't, I was going to switch to my son's account and you would lose my business. I'm not sure why this was hard to understand and why you told the BBB this additional false information. What I find funny is how I was told after hours of arguing that it was impossible to refund the money you took to my credit card. Interesting how after the BBB contacted you, the finance department was actually able to refund it. You also told me that the maximum credit you could give me was $10 and that your system wouldn't allow it. After the BBB contacted you, somehow you were able to do a $30 credit. I think you should have done more and I think that the BBB should investigate your business practices as I'm sure I'm not the only one you took advantage of. I'm also not confident that you won't do this again to my account when I travel abroad and I'll be right back here again. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/04/2025

  Type:Billing 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 getting charged ***** from visible I do not have visible account

  Business Response

  Date: 09/23/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:09/04/2025

  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 purchased an Apple 15 Pro on November 02, 2023 for ******* from Visible. I opted to finance it via Affirm for ******* and I put a ****** deposit down at time of purchase. I made payments to Affirm of *****/mo for the **************** to Visible for the actual phone services each month. I changed payment methods back in December 2024 so my autodraft charge from visible did not go through and I received a message stating $25 payment would restore my service, I had been paying 37 a month which included service on an apple watch as well. In August 2025 my adult son stole my phone and refused to return it after a mental health crisis led him to pack up & move out in the middle of the night. I immediately notified visible of the situation and they reported it as stolen & shut off the service. I also notified Affirm & asked what I needed to do going forward. I'd paid over $700 for a phone I no longer had & still owed over $400 left on payments. ****** said request a refund from Visible. Did chat with visible agent who initially said they would authorize a full refund back to Affirm who could then refund the money I'd already paid in and void any future payments as long as I filed a police report. Then the agent asked to call me which I said was fine. Her tone then changed to an excuse about actually they couldn't issue a refund for any of it due to the insurance having been canceled back in Dec.2024 which I never authorized the cancelation of the insurance. Why would I cancel insurance on a phone I was still paying on monthly and the insurance was only a few dollars a month. I told her I didn't authorize any insurance to be canceled I just discontinued service on the apple watch. She basically said too bad sorry but we can't do anything, take your complaint to Affirm. So I did in which I filed a dispute with Affirm against Visible stating my refund had not been processed. ****** has launched their own investigation but it can take up to 30 days for an answer.

  Business Response

  Date: 10/08/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 10/10/2025

   
  Complaint: 23838163
  
  I am rejecting this response because:Affirm contacted me stating I was still responsible for the remaining balance on my account. And that it is now considered delinquent. Visible was supposed to be awaiting affirms response to the issue. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/02/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 receive upwards of ***** calls a day from SPOOFED phone numbers, with scamming telemarketing. VISIBLE has done NOTHING to stop this, and prevent the numerous calls every day. There are protocols in place to verify if the number is legit or spoofed, but VISIBLE obviously does not use it.I have turned on spam protection as they suggested in the past, made NO difference at all.THE ONLY SOLUTION I WILL ACCEPT, IS VISIBLE IMPLEMENT MEASURES TO STOP THE CONSTANT CALLS FROM SPOOFED PHONE NUMBERS.ALL COMMUNICATION MUST BE DONE THROUGH THE BBB WEBSITE, DO NOT CALL ME DIRECTLY, AND DO NOT EMAIL ME DIRECTLY

  Business Response

  Date: 09/12/2025

  Hello ******,
  
  My name is **** with the Visible Executive Relations team. I'm reaching out regarding the BBB complaint that you opened about spam calls. We sincerely apologize for the inconvenience and frustration you experienced. This is not the standard of service our members deserve. We are actively reviewing your chats, cases, and account to find the most efficient and effective solution.
  
  For authentication purposes, please reply to this email with your first name, last name, email address associated with your account, and the last 4 digits of the **** from the account where you need assistance. Also, please provide the best time to send you a verification link via text message/email.
  
  Thank you in advance for your patience and understanding.
  
  Support is available Monday - Friday from 7:00 am - 4:00 pm MST. Work requests received after 4:00 pm MST are subject to be worked the next business day.
  
  Sincerely,
  
  

  Customer Answer

  Date: 09/12/2025

   
  Complaint: 23830325
  
  I am rejecting this response because:

   

  in the complaint, I stated my full name, address, email, and even phone number, they KNOW my information, and can easily verify the account, they did ABSOLUTELY NOTHING to resolve my complaint.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 09/12/2025

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

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

   

  last 4 of IMEI 6820

   

  DO NOT PUBLISH THIS ABOVE INFO for putblic view

  AS IT IS PERSONA and CONFIDENTIAL

   

  for the business's eyes ONLY!

  Business Response

  Date: 09/15/2025

  Thank you for confirming your information. To properly ***** and address your issue we would need to authenticate the account through sms. Please let me know what time works best for you between the hours previously mentioned. Once validated, we can proceed with the investigation of what went wrong and how we can work towards a resolution. 
  
  Best, 

   

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23830325
  
  I am rejecting this response because:

   

  i already confirmed my information, now they want to "confirm" through sms before they will investigate, this is absurd. I have confirmed my information as requested in the last response, why do they need me to confirm by SMS also?

   

  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 09/15/2025

   this is bordering on harassment by visible, i have confirmed my name, email, as well as the eimi of my phone

   

  SMS verify me on tuesday sep 16 at 2pm est

   

  does that make you happy?

   

  wha'ts next, a photo of my dog, to prove it's me??

   

  Business Response

  Date: 09/19/2025

  Hi ******, 

  I sincerely apologize for the delayed response. I understand how frustrating it is when you're waiting for an important update, and I'm very sorry that we missed the **** on getting back to you sooner. We value your business, and it's clear we let you down here.
  
  Again, my deepest apologies for the silence and any inconvenience this may have caused. I will be in touch with updates. Please let me know if an SMS can be shared for verification at any time today. 

   

  ******* *. 

  Customer Answer

  Date: 09/19/2025

   
  Complaint: 23830325
  
  I am rejecting this response because:

   

  first you wanted to verify my email, name and id of the phone, which I provided

  then you wanted me to verify via SMS, and state a day and time, you never verified as you said you would 

   

  you know who i am, you know my identity, you know my phone ID, so fix the problem with the constant spam, and stop asking me to verity over and over and over again

   

  since i provided a date/time to SMS verify that you asked for and you ignored this for several days after the date, im done, FIX THE PROBLEM!

   

  I have done EVERYTHING you asked for, and still NO resolution, nor any help resolving this issue.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/28/2025

  Hi ******, 

  Thanks for continuing to work with us on this, ******. We know you filed a complaint on October 31, 2024, about a lot of spam calls with spoofed numbers, and our Executive Relations Team got involved after your complaint to the BBB.

  
  When we looked into your account, we didn't find any previous contact with Visible Care support about these issues. We tried to reach you on November 4, 2024, but you let us know you preferred to communicate only through the BBB.
  
  To help with those spam calls, we want to remind you of the steps you can take directly within the Visible platform:
  Open the Visible app or go to the Visible website (**********************************************) and log into your account.
  Select the "Privacy & security" tab, then the "View" button to the right of "Spam Protection."
  Select "Edit filter setting" under "Spam Filter."
  Under "Choose which calls to block," select "all spam calls" this includes all calls identified as spam.

  
  We consider this matter resolved, and we're truly sorry for any inconvenience you experienced.

  
  
  

  Customer Answer

  Date: 09/28/2025

   
  Complaint: 23830325
  
  I am rejecting this response because:

   

  I **HAVE** spam protection turned on, yet, I still receive NUMEROUS calls every day that are SPAM
  

  You have done NOTHING whatsoever to correct the issue, nor assist.

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/02/2025

  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 got a plan through visible because they were having a promotion. they had an additional promotion where if you sent in an old eligible phone they will give a $100 credit. my phone was eligible based on their online validator and i asked a ***resentative if i would get the phone back if it somehow wasn't eligible and they said yes. i sent a phone in for trade in in december 2024 with tracking. the tracking never updated so in feb-march i contacted visible, who directed me to ***** they said it was in *****, i put in a missing package request. turns out it was never missing and the third party responsible for processing the trade-in phones received it way back in feb. it's april now so i'm looking for a response.visible tells me my phone isn't eligible. it was in good condition and working when i sent it in but whatever, if it's not eligible then they can send my phone back. but it's apparently not showing up in their system so they can't request to have it sent back to me. then they say they don't send phones back and the *** lied to me. so i send in a working phone. they keep it. they tell me it's not eligible when it is. then they tell me they can't send it back. i ask for a $100 credit, because if i don't have my working phone, then i should be compensated for it. i ask how they can they fix this because i did everything on my end and they were the ones who messed up, and they were unwilling to offer me any solutions except for an uncontrite apology.i was treated so poorly for issues that visible refused to take responsibility for on their end and it's drained whatever positive sentiment i have for the company.

  Business Response

  Date: 09/13/2025

  Please see the attached response to the received BBB complaint.

• Initial Complaint

  Date:08/28/2025

  Type:Sales and Advertising 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.

  Visible took payment in the amount of $25 for the past two months, totaling $50, and did not offer the complete service agreement of data. On 08/26/2025, I paid for service and by 08/27/2025, I was sent a notification I had no data after using less than 50mb of data on a supposed unlimited data plan. This is the second month that I was denied data after payment and want a credit for the months of being unable to access data purchased.

  Business Response

  Date: 09/08/2025

  Please see our uploaded response. 

  Customer Answer

  Date: 09/08/2025

   
  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.

  **** ******* sent the request to me the evening of September 5, 2025 and I replied with confirmation of my acceptance on September 6, 2025 when the email was received. 
  
  Sincerely,
  
  M Leysner