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:06/11/2025

  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.

  I have been trying to get customer ********************** all morning. The chat keeps timing out after I ask for an agent. And it, it says that I am in line for one.Y'all need a phone number for people to call!

  Business Response

  Date: 06/20/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:06/04/2025

  Type:Sales and Advertising 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.

  Hello,I recently had visible service under the below account info, and had many problems with dropped calls, and poor service. I ended up porting out after 7 days into a 365 day plan. I am requesting that I be refunded 11 months of the 12 month plan ($394) due to the poor experience I suffered, and given I only used the plan for a week and no longer am a customer.Account Info:Account #: ************ Phone #: ************ Name: ****** ****** Email: ********************* I can be reached via email or phone from above. Thank you.

  Business Response

  Date: 06/16/2025

  please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:06/02/2025

  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.

  
  Complaint: 23353786
  
  I am rejecting this response because: Please forward to verizons visible company.
  
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 05/21/2025

  Please see attached 

  Customer Answer

  Date: 06/02/2025

  This is for Visible, ******** company info email:************************************* phone:********** i ported my number out and want a refund. customer support denied so here we are. 35$

  Business Response

  Date: 06/16/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23353786
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/31/2025

  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.

  Complaint against Visible Service LLC for failure to reinstate my $15/month promotional unlimited plan, coupled with severe deficiencies in technical and customer support that forced ********************** termination. Key issues include:Inability to install Visible's eSIM on my compatible ******* Ultra Note 20 5G (while other eSIMs worked flawlessly).Unreasonable demand for a full factory reset of my phone by Visible support.Consistently poor customer **********************, including lack of agent follow-up (Agent *******) and manipulative **************** desired resolution is the reinstatement of my $15/month promotional plan, provided via a physical SIM card.A full, detailed chronological account of all events, interactions, and issues is provided as an attachment to this complaint ('Visible_Complaint_Chronology_Buhalis.pdf') due to character limitations in this submission form. Visible is urged to review this attachment and their internal records, which will corroborate my account.

  Business Response

  Date: 06/12/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 06/15/2025

   
  Better Business Bureau:
  
  I accept the resolution offered by the business. After the initial complaint, I was contacted directly by their Executive Relations Team. We have since come to a mutually agreeable solution via email correspondence, which resolves the core issues of my complaint. I will be providing the full details of this resolution directly to our case specialist, ****** R, via email for the official case file. This matter is now considered resolved, pending the company's final actions which they have committed to in writing. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/30/2025

  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 have a telephone like with this company. I was unable to use my service for about 3 months . I have contacted them for a refund or credit . Why would I pay for service that I cant pay for service I cannot use. They need to give me a refund or

  Business Response

  Date: 06/30/2025

  Please see our attached response to the received BBB complaint.

  Business Response

  Date: 06/30/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23400128
  
  I am rejecting this response because:
  
  She is not telling the truth. I have responded to all emails and proved her with the information that she requested. Have her sent you copies; it has been 2 weeks and I dont have service. I have contacted them and its to no avail. She need to issue me a refund for both months that I have not had service to use Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/29/2025

  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.

  Ever since switching to visible, I am unable to send text messages

  Business Response

  Date: 06/07/2025

  Please see our attached response to the BBB complaint received. 

• Initial Complaint

  Date:05/28/2025

  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 purchased and started my service with visible on August 28th 2024. I purchased a ******** stylus 5G 2024 edition. From almost the gecko there was a series of issues where it was not receiving good signal. Mind you I had this exact model with T-Mobile no issues. After countless hours at least 20 hours trying to resolve this, they came to the conclusion that there's a defect with the antenna or modem with the phone. Fine. These things happen. I'm still within ******** one year manufacturer warranty. They were the one that recommended that I contacted ********. They even sent the receipt for my phone. Fast forward to 5/28/25 and now my battery is acting up a bit. So I want to get this thing resolved. I contact ******** like visible told me to and come to find out any ******** phone bought through visible website is a TracFone. ******** says that to do anything with your manufacturer's warranty you have to contact ******** because that's the deal they have. Well I can't contact TracFone because I don't have a TracFone plan or number. Visible after dealing with a very condescending customer ********************** supervisor inform me that they don't have to honor any warranty. Or the manufacturers warranty. I was just asking for them to help me get to whom I need to to get this resolved especially since they were the ones that recommended this in the first place. They will not help. They say I should have bought the extended warranty or ******** is a budget-friendly phone maybe I should spend money on a more expensive phone. So basically she called me poor. I don't know how this is legal. ******** says I have to contact TracFone TracFone let me and visible says that they won't help me do it through TracFone because it's not actually a tracphone. So without me knowing it I voided my manufacturer warranty just by ordering it through their website. By purchasing the phone through them. It's not obvious if you look at their website. They don't have to honor manufacturer just because?

  Business Response

  Date: 06/07/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23390292
  
  I am rejecting this response because:

  While what *** said is true, there's no communication no resolution. She had sent me a message that she was looking into it and that was the end of it. It's been well over a week since this started. I was promised a three-day resolution. No one can give me a clear answer on why I was sold a TracFone which created 9 months of instability with my service. Why they sold me a dysfunctional phone and why I'm having to wait for the most basic of answers or resolution to this is fairly simple.Replace the phone with the same exact model without the TracFone software. Give me what I actually paid for all those months ago. 

  I have attempted multiple times through email to contact *** and get any sort of straight answer for this other than the response I began this whole time is just wait. What am I actually waiting on? How long do I actually have to wait? 

  Here we are a week later and *** still has not replied to my emails. I cannot speak with anyone in the escalation support team. They just keep reassuring me something will be done. What and when? They've admitted fault. They know they sold me a ******** that they should not have. There was a mix-up or something in the warehouse when I bought it from their site.There's a good chance this is what's been causing my cellular disruption this whole time. But either way I did contact TracFone and they are willing to replace it but I have to replace it with another TracFone. It kind of defeats the purpose. Plus I have to activate it on their TracFone Network. So no this is not a resolution so far. This is just everyone telling me that something will be done. 

   

  So I ask here openly, what you doing that is taking so long for such an obvious simple resolution? Secondly what is the resolution that you're trying to perform? What is it that I am actually waiting for? What resolution are you working towards with your marketing team? As in what are you waiting for them to do? Am I getting a replacement and if not then what am I to expect when this is said and done? 

   

  I do not believe those are unreasonable questions to ask given the admitted error on your end in the problems it's caused. 

  Please let me know the expected time for this non-named resolution to happen. You've exceeded the three business days and the five business days that visible told me it was going to take to resolve this.

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

  Customer Answer

  Date: 06/11/2025

  Hello ******, 
  
  Is there a way I can redo the message if it hasn't been sent to visible yet? I feel like I could be more diplomatic and more articulate in what exactly I'm asking of them. I feel like I didn't do that well. I saw your response from the 7th just last night and I hurried up and responded. 
  
  All I want for them to do is tell me what the resolution is going to be and when to expect the resolution. Nothing more nothing less. 
  
  As long as I get those answers and they follow through and it's fair, then I have no reason to continue the complaint. 
  
  The reason I'm upset and pushing this and I rejected it is because I still don't have an answer. Just a week and a half long we will get back to you. And their response in the BBB complaint was just more of the same. 
  
  I can't seem to find a way to add more information or more evidence or you know screenshots or that to what is already there. So is there a way to undo that and let me rewrite it. 
  
  If not, is there a way that you can send them a message and just let them know that I'm willing to accept what they have to say as long as they give a clear answer on what the resolution is going to be and an estimated time for the resolution to be carried out. 
  
  I'm legitimately trying not to be unreasonable here. As long as their resolution is fair I have no problem letting this go. 
  
  It's 9 months of horrible cell service just to find out that it's the phone they sold me that they weren't supposed to sell. So I'm hoping they'll make this right. Or at least give me what I paid for. 
  
  Also speaking with the TracFone Representatives I don't think this is just a manufacturer issue anymore. That was the original complaint. Because I couldn't get it fixed under the manufacturer warranty but this might be just because it's a TracFone they sold me. The the TracFone representative told me that all the problems I've had for 9 months sounds like it could be a configuration issue because of it being a TracFone. I don't know if that changes anything on how this complaint goes forward. 
  
  Anyways sorry for the long email. Let me know if I can fix this myself or if you could just pass along the message. 
  
  ***** *********
  ************
  ******************************* 
  Case # ********
  

  
  

  Business Response

  Date: 06/16/2025

  Please see our attached response to the received BBB rebuttal. 

  Customer Answer

  Date: 06/16/2025

   
  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 appreciate the honesty and openness by visible in this situation. While initial contact was rough, I'm glad to say that the executive teams in the escalation proved fruitful. I look forward to returning as customer and putting this behind us.  I want to thank the Better Business Bureau for helping resolve this matter. I also want to thank *** and the marketing team for helping get my defective device repaired that caused so many issues for the last nine months.
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23390292
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 06/17/2025

  ******, 
  
  This is ***** ********* again. I accepted visible's resolution and I should not have. Apparently they've been lying and have created a new problem. The fact that it's TracFone leave known all along. I got the phone back and it has the TracFone software on it and it says buy visible LLC. Which means that we went through all of this and they knew how long that they're selling ********* and that ******** will not honor the manufacturer warranty without a fight. Also they lock the phone so I can't even use it even though my previous phone was unlocked because I met the requirements. So they sent me a phone I can't use. So now I got to try to figure out what to do because I have been without emergency service capability for like 7 8 days now. So I need to reopen the complaint now. They sent me another track phone and denied me access to my current provider. That is not a resolution
  

  
  

  Business Response

  Date: 06/24/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 06/25/2025

   
  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:05/28/2025

  Type:Product 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 5/16/2025 I received a text message and email from VISIBLE WIRELESS advising that 2FA/MFA had been disabled/removed from my account.I logged into their app and turned it back on. 20 minutes or so later I got another email and text advising it had been turned off again. I logged into the app to re-enable and this time it would not allow me to do so -- it stated my number was already in use with another line (or something along those lines).I filed an *** complaint and have had no follow up. I also reached out to the executive customer ********************** team for ******************** and was connected to a ***** ****** -- she has somewhat kept me in the loop but has provided zero resolution. Her latest email from today, 5/28 stated that there may be no fix aside from what resolution that was previously provided - the issue is -- NO PREVIOUS resolution HAS BEEN provided.I require access to this app to be able to pay my bill, update credit card information, update my device if and when I want to upgrade, and who knows what else. Limiting my access seems to be quite serious and not being able to fix it seems to be equally as serious.Screenshots are attached for reference - clearly the app THINKS I already have it setup or that it is already linked to someone else. This is a SERIOUS security issue.

  Business Response

  Date: 06/07/2025

  Please see our attached response to the received BBB complaint

  Customer Answer

  Date: 06/09/2025

   
  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:05/27/2025

  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 Friday May 23 at 2:15 pm me and my wife ********* switched from **** to Visible My phone number was ************ and my wife's phone number was ************ we both had iPhones 14 Pro Max phones From Friday at 2:15 till Saturday at 3:00 pm we had no ability to make calls or texts. The customer ********************** was terrible they send esims mutiple times they had me remove my wife's esim they were unable to provide service to us so we deserve a refund of $80 for my phone and my wife's non service.

  Business Response

  Date: 06/07/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 06/09/2025

   
  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:05/23/2025

  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 have NEVER done business with this company. This company took $20 from my Chime Checking Account on 5/12/25 @ 1:41pm without my consent. How they got my information I don't know! I have never heard of this company until this happened! I was told that this is part of ******* so when I contacted them to check, they said that they were not showing any withdrawal. I WANT MY MONEY BACK!!! My account shows the money was taken!

  Business Response

  Date: 05/30/2025

  Please see our attached response to the received BBB complaint.