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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

  • 1,215 total complaints in the last 3 years.
  • 182 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:08/22/2025

    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 contracted with Visible for phone service the end of April 2025. The cell service was awful and dropped calls were frequent. I switched carriers August 4, 2025. I paid a year in advance of $295 with Visible. When I canceled I reached out via chat( because you cant talk to anyone) and was informed refunds are not offered. I am out 8 months of payment that I didnt use. They told me it was on the terms and also said it was in the checkout. I told them I would never have paid for a year if it had been in the checkout. I asked them to provide me with a screen shot showing it shows up in the checkout and they did not send it to me. I would have no reason to think they would be any different than any other cell phone carrier. I feel this is predatory and would like a refund of the unused portion of what I paid. Thank you

    Business Response

    Date: 09/05/2025

    Please see our attached response to the BBB complaint received. 

    Customer Answer

    Date: 09/05/2025

     
    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:08/21/2025

    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.


    Complaint: 23695247

    I am rejecting this response because:

    This is a ******* issue, Visible is powered by *******.

    I have attempted all day to reach someone at Visible, there is no phone number and unable to reach them.

    Emailed a couple times and zero response.

    I am also going to file a complaint with the **** My mother is disabled and lives alone, this phone is crucial and since she cannot get a hold of anyone or make/receive calls its important.

    ******* needs to deal with this or get a hold of someone at Visiable.

    James 



    Regards,

    ***** ******

    Business Response

    Date: 08/04/2025

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


    August 04, 2025


    Dear BBB,

    Thank you for contacting *************** of Executive Relations regarding ***** ******** complaint.  In the complaint, received on 08/04/2025, regarding his mom's cell phone services.

    Upon further review, weve determined the customers concern should be addressed by our ******* Wireless team.  Per BBB guidelines, please forward James ******** complaint to the appropriate ******* Team.

    Email:      ***********************************************************************************
    Address:  P. O. Box 10
                   ******, *******; 07101-0010

    We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.


    Sincerely,
    ******
    ******* Executive Relations Team

    Business Response

    Date: 08/04/2025

    August 04, 2025
    Hi Team,
    Good Morning /Afternoon,
    Please see the attached resolution letter for Complainant: ***** ******, Complaint Number: ********.
    Have a Great day.
    Thank you.
    Respectfully,
    ****

    Business Response

    Date: 08/15/2025

    See attached. 

    Customer Answer

    Date: 08/21/2025

    For the past three months my moms cell phone has not worked about 90 percent of the time. She cannot make or receive calls and she is 83 and lives alone, her two neighbors have ******* and are having the same issues.She has Visible which is serviced through ******* and there is no way to contact them. I am just seeking a fix for this issue, she is paying for service that she is not receiving and she lives alone and that concerns me without being able to use her phone.

    Business Response

    Date: 09/08/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 09/10/2025

     
    Complaint: 23695247

    I am rejecting this response because: they continue to charge her a monthly fee and she is unable to make or receive calls.

    The response from the business states its difficult to contact her because she is elderly which is not the case, they attempted to contact her but could not hear her because the phone kept cutting out and now since they have ran tests on the network it has become worse then ever.

    You cannot charge people if you cannot provide a service.

    I explained to them that if she could not dial 911 in an emergency that I would hold Verizon/Visible personally responsible.

    They know first hand she has extremely poor service and yet they claim its Normal 

    Its not normal and they need to do something about it.



    Sincerely,

    ***** ******

    Business Response

    Date: 09/13/2025

    Please see the attached response to the received Rebuttal. 

  • Initial Complaint

    Date:08/20/2025

    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.
    Visible by ******* terminated my service and refused to port out my number. I spoke with their representatives and informed them that it is a violation of *** regulations to not allow a former customer to port their number out. They would do nothing to change it. Requiring a new number will add to interruption with our non-profit members and incur additional costs to change information, business cards, etc.

    Business Response

    Date: 08/28/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 08/28/2025

     
    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:08/19/2025

    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 am writing to file a complaint against the telecommunications company Visible, a ******* subsidiary. I purchased their annual plan for approximately $375 a year, intending to use it for reliable mobile service. Unfortunately, this service has repeatedly left me without any coverageno ability to send messages, receive calls, or have any service at all. This is now the fourth time Ive encountered this issue. As someone who needs to pick up my children and stay connected, this lack of service is extremely inconvenient and unacceptable. When I requested a refund, Visibles representatives informed me that the annual plan is non-refundable. However, I believe that since the service they promised is not being delivered as agreed, I am entitled to a refund for the remaining unused months of my subscription. I am not asking for a refund of the month I have already used, only for the months that I will not be using due to their failure to provide the promised service. I would like the BBB to investigate this company for their failure to honor their service commitment and to assist me in obtaining a refund for the unused portion of my annual plan. Thank you for your attention to this matter.

    Business Response

    Date: 08/28/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:08/18/2025

    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 contacted Visible wireless to transfer service and took Visible+ and told I would get great service on 8/16 and data never worked. I chatted with tech and they could not fix after many attempts. I was told wait a week and they would see would could be done. I waited but could not wait that long as I rely on data for navigation in my car. I switched after less than 2 days. Data would only work 10 mbps download and .01 upload which is totally not represented. I switched to a new carrier and asked for a refund but refund denied. I am told even if you prepay for a year no refunda. This is a scam. I could not use their data at all.

    Business Response

    Date: 08/24/2025

    Please see our attached response to the received BBB complaint. 

    Customer Answer

    Date: 08/24/2025

     
    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.  I thank the BBB for its assistance,

    Sincerely,

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

  • Initial Complaint

    Date:08/15/2025

    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.
    didnt have service as advertised. cancelled after 3 days and wont refund

    Business Response

    Date: 08/24/2025

    Please see our attached response to the received BBB portal.

  • Initial Complaint

    Date:08/12/2025

    Type:Billing 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 July 13, 2025, I upgraded my Visible service, increasing my monthly fee from $25.00 to $30.00. On August 7, 2025, Visible charged my credit card $30.00 for the monthly service. Yet this morning, without warning or explanation, my data was cut off entirely. I have now spent over 30 minutes on your online chat without resolution.This irresponsible and incompetent handling of my account has cost me both time and money. Your complete lack of phone support further compounds the problem. I demand a full explanation for why my data was terminated, leaving me unable to contact my family, friends, and business contacts while traveling today. I will also be filing another complaint with the State of **********, and I expect compensation for the inconvenience and lost time this has caused.

    Business Response

    Date: 08/28/2025

    please see our attached respones to the BBB complaint.

    Customer Answer

    Date: 09/15/2025

    Since ****** 2025, I have been experiencing ongoing service degradation. I filed a complaint in late ****** regarding loss of data access despite paying for an upgraded plan. The company continues to allow disruptions without providing any explanation. In ******, I was unable to connect to the internet for half a day, and today I cannot make any calls. This morning I received a message stating that I am not subscribed to any phone service and can only place emergency calls. This is unacceptable, particularly as I was charged $30.00 on September 6, 2025, for my monthly plan. I need to speak with someone who can actually resolve this issue. Previous interactions with resolution specialists have been unhelpful, and I was only offered a $15.00 credit, which does not adequately reflect the time, inconvenience, and repeated service failures I have experienced. Please escalate this matter immediately. If a proper resolution is not provided, I will be forced to pursue further action.

  • Initial Complaint

    Date:08/10/2025

    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.
    Around May 12th of this year, I tried visible wireless. I cancelled right away. They owe me all my money. My phone number was **********. I have pictures of them charging me again on my **** card. I want all my money back, because I only used the service for a day or 2. I can't remember everything. But the truth is that they know what they owe me. Just lets see how many calls were made and when did I stop calling. so I did not like the service, cancelled right away and they are still trying to charge me

    Business Response

    Date: 08/15/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:08/07/2025

    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.
    After 3 unsuccessful attempts, I was unable to subscribe new phone service with Visible.On the 3rd attempt, they said my credit card company would not process a 3rd time.This was a red *******. Visible lacked the technical and know how on how to add my iPhone to their service, as bizarre as that sounds.I want to be compensated for my time and disappointment in their lack of technical skill. Further, I want an onshore technical person appointed to me so I can complete my initial objective.

    Business Response

    Date: 08/08/2025

    Please see our attached response to the received BBB complaint. 

    Customer Answer

    Date: 08/08/2025

     
    Complaint: 23714678

    I am rejecting this response because:

     

    Visible is incorrect. 

     

    They have me mixed up with someone else (  ****** ****** ).

    My name is *** *********, so not even close.



    Sincerely,

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

    Customer Answer

    Date: 08/19/2025

    **** from Visible has gone above and beyond to resolve this case. 

    He successfully turned around any misunderstanding we may have 

    had.

    Thank you Visible and of course thank you BBB.

    *********

  • Initial Complaint

    Date:07/29/2025

    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.
    Purchased one year plan on March 19, 2025 for $275. I no longer need the service and requested to cancel my plan and receive a refund for the unused portion. I was not able to speak with a live person but the virtual assistant simply said "no refunds".

    Business Response

    Date: 08/07/2025

    Please see our attached response to the received BBB complaint. 

    Customer Answer

    Date: 08/07/2025

     
    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,

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

Visible Service, LLC is NOT a BBB Accredited Business.

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