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:06/26/2025

  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.

  Poor service, calls dropped Having to recall 5 to 10 times to get through to a call

  Business Response

  Date: 07/05/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 07/06/2025

   
  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:06/26/2025

  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.

  We have visible mobile but they don't have a phone number to call for the last 2 months are WIFI has been as slow as dial up we had them for quite a while they need to put us on a different tower so we can get the service we are paying for we have 2 lines

  Business Response

  Date: 07/05/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:06/25/2025

  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 discovered recently that Visible has been charging me $30/month for a mobile line I forgot to cancel and never used. These charges continued for over 2 years. The line had no usage whatsoeverno calls, no messages, no data. I contacted Visible support, and they confirmed the line was inactive and refunded only the most recent months charge. They told me to dispute the rest with my bank. However, **************** informed me they cannot dispute transactions older than 60 days, leaving me with no way to recover over $700 in unused service fees. I never received a single alert, message, or usage report from Visible during this time. This is not just an oversight; its a long-term billing error for services that were never delivered or consumed. I am requesting that Visible offer a partial refund or account credit as a goodwill gesture.I have records to show the transactions and a transcript from Visible support confirming the line was unused.Thank you for helping to resolve this fairly.

  Business Response

  Date: 07/05/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:06/24/2025

  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 purchased a Pixel 9a smartphone from Visible and two months of service from Visible. The terms were that the phone would automatically unlock after 60 days of service, which were completed when the two months of service ended. However, the phone has not been unlocked after 64 days of service. I attempted to chat with Visible but was told to try back later. Further, hundreds of posts on Reddit, Slickdeals, and other websites over the past seven days indicate that essentially everyone who purchased the phone in April is having the same issue as me. However, in seven days Visible has not fixed the issue. In addition, I had to purchase a third month from Visible when my phone did not unlock and want a refund of $25 for that month. I seek a full refund for all amounts paid to Visible since April 2025 (~$300) or unlocking the phone and refunding at least $25 for the third month.

  Business Response

  Date: 07/05/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 07/16/2025

  Hi ******, 
  
  Visible's response is unacceptable because they unlocked my phone six days after it was supposed to be unlocked, but did not compensate me, especially for the $25 I was forced to pay them as a result in order to keep my phone service (since they failed to unlock my phone so I could not transfer to another carrier).
  
  ***** ********
  

  
  

  Business Response

  Date: 07/23/2025

  Please see our attached response to the received BBB complaint

• Initial Complaint

  Date:06/24/2025

  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.

  Subject: Complaint Against Visible Wireless Failure to Resolve Ongoing IssueI am writing to formally file a complaint against Visible Wireless regarding a persistent issue that remains unresolved despite multiple attempts to seek assistance from their customer support team.I am a customer of ********************, which operates under ******** network. The issue began when my phone continuously displays "My ******* Services" notifications, even though I am no longer a ******* Wireless customer and have an active account with ********************. I have attempted to line locked my phone number as Visible said to, but still get, "My ******* Services" feature on my device several times, but it keeps reappearing. This causes confusion and concern, as it suggests a possible misconfiguration or account linkage error between ******* and Visible.I contacted Visible support and explained the issue in detail. However, despite assurances that the matter would be resolved, the problem persists. I feel that I have not received adequate support or a meaningful solution from Visible. As a paying customer, I expect reliable ********************** and a functional device experience that reflects my chosen carrier.I am requesting the following:1. A full investigation into why "My ******* Services" continues to show up on my phone despite having a Visible account.2. A permanent resolution to stop this ******* service from interfering with my Visible service.3. Confirmation that my device and account are properly configured for Visible with no residual ******* account links.I hope this issue can be addressed promptly and professionally. I would appreciate the BBBs assistance in holding Visible accountable and helping to facilitate a resolution.

  Business Response

  Date: 07/03/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23490421
  
  I am rejecting this response because:

   

  I am writing to formally file a complaint against Visible Wireless, as my issue remains unresolved despite my attempts to seek assistance from their customer **********************.  

   

  **Issue Details:**  

  - I have been receiving notifications related to the ******* app on my device, even though I did not install this app. Visible Wireless has not provided a clear explanation for why these notifications appear or how to resolve them.

   

  I would like Visible Wireless to:  

  1. Provide a clear explanation for why I am receiving ******* app notifications on my device when I did not install the app.  

  2. Assist in stopping these notifications if they are not relevant to my service.  

  
  Sincerely,
  
  *** ****

  Business Response

  Date: 07/12/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23490421
  
  I am rejecting this response because:
  

  
  

  I am writing to express my dissatisfaction with Visible Wirelesss rebuttal to my complaint.Their response did not address my core issue and instead provided irrelevant suggestions (e.g., uninstalling the ******* app or factory resetting my device) without explaining why I received the notification in question or how their solution resolves it.  

  
  

  Key Concerns:

  1. No Explanation Provided: Visibles response claims there is "no risk of account termination" on their end, yet I never mentioned account termination. They failed to clarify the cause or offer a meaningful resolution.  

  2. Runaround Tactics: Instead of investigating the issue, Visible deflected responsibility to me (e.g., blaming third-party apps or my device) without evidence that these are the cause.  

  3. Unresolved Issue:The problem persists, and Visible has refused to acknowledge or address it substantively.  

  
  

  Request:

  - Please mark this case as **Unresolved** and note my dissatisfaction with Visible Wirelesss handling of the matter.  

  
  

  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:06/21/2025

  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.

  I have never done business with this company. Noticed nearly a dozen daily charges on my credit card that they processed. Refused to investigate or provide a refund just a bunch of excuses. They were more interested in protecting the ***** who I was subsidizing.

  Business Response

  Date: 07/02/2025

  Please see our attached response to the received BBB complaint. 

• Initial Complaint

  Date:06/16/2025

  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.

  Purchased a phone though Visible in November 2024. Activated it early December 2025. Said it was connected but never connected to cellular. Had to disconnect from service to save my phone number. Visible advised phone automatically unlocks after 60 days. In February 2025 they said it had to be activated so activated on a new line. A servic e*** says I didnt buy the phone from them so they are given the order number from 2024 and they acknowledge it was their phone. April 16, 2025 connected to service. After 61 days(today) contact Visible though their ******** messenger application since they dont have phone lines. One customer *** says the phone is unlocked but it needs to have a non-branded SIM card to be placed in tray. My US model of phone doesnt have an SIM tray. Go to T-Mobile and they say its still locked. Another service *** says to set back to factory and restart. That doesnt work. Another customer *** from ******************** says its only been 60 days and wait another day. It seems no one makes notes on their accounts when you attempt to get service, I simply want the phone unlocked.

  Business Response

  Date: 06/27/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:06/16/2025

  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.

  The service connection (data/mobile connection) is not consistent and/or provided by the company according to their own published guaranteed. At times, my cellular phone is unusable -- with apps and other services not working. I've done extensive troubleshooting with visible representatives including: replacing sim card, wiping and restoring network details, upgrading the operating system, & factory restoring my cell phone to no avail. There's been no known issues with my iphone and the previous service I've had from the previous mobile provider, before switching to Visible. The phone state is the same as it was with the previous provider -- nothing has changed ******** appears the company's infrastructure/provisioning infrastructure cannot meet the guarantee of their service they put in writing. They have failed to meet these specifications repeatedly, for each month I've been apart of the company/paying for their services. The full rate plan is paid to the company and has been, at the first of each month.They state data caps apply on the plan, but the data is consistently not present past the reduced rate & at times, is not providing any data for periods of time (connected but has no bandwidth). This stops the phone from working as normal -- including not receiving automated text messages for ************** when logging into specific platforms. Attached you will find a recorded call -- which is legal and permissible given I reside in a one-party consent state (AZ) and was party to the conversation. On a previous call - a representative **** -- stated he would move me to visible pro, which would resolve the issue -- at no cost to me, to make the situation right. This was not done and a follow-up contact with Visible on the tenth attempt did not resolve the issue or make any headway. I'm requesting a refund for the four months I've been with the company, as the situation has not been rectified or addressed to any meaningful degree.Last call was recorded

  Business Response

  Date: 06/27/2025

  Please see our attached response to the received BBB complaint.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23474732
  
  I am rejecting this response because:
  
  The company has required extensive troubleshooting over 5 separate times.
  Every single time I address the company, they require the same troubleshooting with my phone - over and over again.
  You'll find in the audio message attached from the last representative from Visible.....
  
  The phone has been, four separate times:
  
  - Been upgraded/checked the software version of the phone (current)
  - Had it's networking settings reset/reformatted
  - Replaced SIM card issued by visible (have proof of previous one)
  - Temporarily relocated geographically within metro area to test performance 
  - Factory Reset iphone 
  - & more 
  
  My service commonly falls below 250/***, which is not living up to Visible's service guarantee for my plan. 
  If the mobile connection doesn't provide data or its well below their guaranteed rate, the phone will not work at times.
  
  The company was contacted within the initial provisioning period of my service and did not resolve the issue. The I asked for a refund I'm entitled to and guarantee but the company but they denied to do so -- which is against the law.  The person before last agreed to bump my plan up to visible pro to fix the issue at no cost to me, but this never happened. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/03/2025

  Please see our attached response to the received BBB complaint

• Initial Complaint

  Date:06/15/2025

  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 a phone through ************************. I used their alternative payment method which was a monthly payment plan using Affirm. I never got a confirmation email nor did i get any kind of tracking, order confirmation code, etc. There was no proof on their end that i purchased the phone. I contacted both Visible and Affirm to no avail. Visible told me to contact Affirm of which they had proof i got the phone on the visible website. I filed a dispute through Affirm and after 30 days they told me they didnt have proof either yet they can clearly see on their end that the phone was purchased on ************************. Currently i have a $763.66 to pay and my phone is carrier locked so i cannot use it anywhere including visible.

  Business Response

  Date: 06/24/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23470805
  
  I am rejecting this response because:

  Nothing was done so far. I have spoke with *** from Visible, who is currently trying to get this issue resolved. Until its resolved id like to keep this case open as it seems to get a response from the company.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/05/2025

  Please see our attached response to the received BBB complaint.

• Initial Complaint

  Date:06/14/2025

  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 just paid for visible and I downloaded 4 separate times an esim for byod I have a moto g 5g 2024 and it won't work I have a unlocked phone and I have a phone number number that visible gave but when I turn visible service on it says need sim service unlock pin I signed into my account I can't get one I tried chat and it said service timed out right before a agent came on I don't know if it matters I can't use WiFi no safe wifi I have boost mobile that's unlocked another boost phone I have I got an esim with ****** no problems but I can't get visible activated for nothing. Please activate my service or Please give refund. Please help thank you. Sorry but I have a phobia talking on phone I like internet stuff.

  Business Response

  Date: 06/24/2025

  Please see our attached response to the received BBB complaint. 

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23469540
  
  I am rejecting this response because: since boost illegally locked my phone and since I couldn't use the service could I get a refund 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/05/2025

  Please see our attached response to the received BBB complaint.