Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

  • 1,379 total complaints in the last 3 years.
  • 198 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/22/2023

    Type:Customer Service 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 purchased service with visible for 2 years, today i went to add an additional service for a feature advertised on the website and got a error when doing so. When contacting support i was told that i couldnt add this service until my billing cycle was over. When asking for where this is found, they linked me to a website on their site that actually claims you can. the agent then pretended to transfer me to their manager and said the same thing again. ultimately. I'm without this additional service because of this. ive waited three times in queue and its been 4 hours of my time. If this doesnt get resolved they will be in breach of what is advertised on the website, and will have lied to a loyal and paying customer.

    Business Response

    Date: 01/27/2023

    Response Attached

  • Initial Complaint

    Date:01/22/2023

    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 failed to port-in my phone ***************** ********************** keeps saying from the past few days that they are escalating but there has been no resolution so far.Now, if I want to port out of visible they say that I might loose my number. I need visible to fix the issue as no mobile network is severely impacting my daily work & loss is wages.

    Business Response

    Date: 01/25/2023

    Response attached

    Customer Answer

    Date: 01/25/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business & the phone service is active now.

    Sincerely,

    *******

  • Initial Complaint

    Date:01/22/2023

    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.
    I purchased a phone and activated service with visible in October of 2022. There was a promotion at the time offering a gift card upon 3 mos consecutive autopay for service with purchase of the new device I chose. Upon 3mos payments, I hadnt received word of my gift card so I reached out via chat. The chat took about 2 hours due to ridiculous wait times. I was told there was no promotion at the time of my purchase and denied the gift card. I didnt take a screenshot as I had no reason not to trust visible. They also made an error in not granting me a referral bonus automatically which required me to spend an exorbitant amount of time on chat to have their error corrected

    Business Response

    Date: 01/25/2023

    Response attached

    Customer Answer

    Date: 01/25/2023

     
    Complaint: 18878678

    I am rejecting this response because: there was a promotion listed on the day I purchased my phone. I wouldnt have purchased through Visible if it wasnt because I could have used my employer discount program. The promotion through Visible made the phone a better bargain. I have no reason to be deceitful. Visible is unorganized and does not honor their promises to customers 

    Sincerely,

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

  • Initial Complaint

    Date:01/22/2023

    Type:Sales and Advertising 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 previously had an account with Visible. I decided to port my number out to another service and my original account with Visible was closed. I have now established a new account with Visible and wanted to port my number back in to replace the one assigned by Visible. Even though my service is currently active elsewhere, when I try to port my number back in I receive an error that the number is already with Visible. The number might be associated with an old visible account but it is in no way active with them or that account currently. I have initiated in 4 separate chats with support tickets to try to resolve this and have also reached out to the ******* port center directly. I need Visible to correct their error- my number is not active with visible and should be eligible to port in. If they need to change their system to unblock or fully release previously registered numbers, that's not my fault. I would like my desired number ported into my new Visible account. That simple.

    Business Response

    Date: 01/27/2023

    Response Attached

  • Initial Complaint

    Date:01/20/2023

    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.
    Originally I purchased a ****** Pixel 6a phone from Spectrum. However, it did not work properly and eventually even YouBreakIFix could not repair it. Both ****** and Spectrum denied responsibility and refused to replace or trade in the phone. So I got another phone from Visible who offered a Trade in Value of $190. However, through ALL their poor customer **********************, they refused to honor the trade due to "anti-theft" and refused to RETURN THE ***** "per company policy." Visible is in effect STEALING the phone that legally I can trade (I checked prior). Visible will sell the ****** Pixel 6a and redeem profit while I am still on the hook for payment. **************************************************************************** Spectrum ****** File **************************************************************************** Visible File

    Business Response

    Date: 01/25/2023

    Response Attached

    Customer Answer

    Date: 01/25/2023

     
    Complaint: 18867965

    I am rejecting this response because: This is nothing more than a stalling technique used by Visible.  I have had repeated saved conversations with them regarding the return of the phone.  I am not the first complaintant regarding this matter. 

    Visible is stealing people's trade in phones without regard to providing agreed upon financial value.  Visible needs to be fined accordingly by the **** FFC, and BBB and they are not participating in legitimate trade practices.  

    Please do not consider this matter closed.  Visible is criminal and needs to be held accountable. 


    Sincerely,

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

    Business Response

    Date: 02/01/2023

    We receive Your Device after the timeframe specified in Our communications to You or in a different condition than what We agreed (including if security features are active), We will contact You with an Adjusted Offer, which may be as low as $0. If You choose to accept the Adjusted Offer, We will process the Credit due. If You reject the Adjusted Offer, You may request that We return Your Device. If You do not respond within the timeframe specified in Our communications, We will treat that as Your acceptance of the Adjusted Offer, not return Your Device, and process it as a trade-in. The option **** would have is to decline the offer and request the device back if the time frame has not lapsed for that option.

  • Initial Complaint

    Date:01/20/2023

    Type:Delivery 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.
    Case number provided by company #******** iPhone was purchased through company. The device never arrived at my address. After a request by the company, I filed and provided a copy of a police report after which the company emailed me (I still have these emails) stating that I would have my problem resolved within 3-5 business days. I never heard from the company again. I reached out again over email and through the chat feature on their website. This company is either a scam and never sent the device or is purposefully withholding my return funds.

    Business Response

    Date: 01/24/2023

    Response attached

  • Initial Complaint

    Date:01/19/2023

    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.
    I agreed to use Visible Wireless trade in program to send in my old phone to get in trade in value back. I was promised by Visible to get $160 in trade in value. I sent my phone to the correct address and received a confirmation that my phone was received and that I would receive the full trade in value. Visible will not pay my trade in value and says there is an issue with the company that receive the phone. I have no way to contact the company that received the phone. I would just like to get my trade in value. I have all emails and all confirmation numbers from Visible saying that my phone was received and that I would be paid the money back. When I reached out to customer ********************** they did not respond.

    Business Response

    Date: 01/25/2023

    Response attached

    Customer Answer

    Date: 01/26/2023

     
    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:01/18/2023

    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.
    I purchased a plan and a phone from Visible by ******* and it has been a nightmare. They could never port my number over from previous carrier Net10 which now somehow has my number stuck in phone number jail it seems. To make matters worse I cannot use my iPhone 13 because they will NOT unlock my phone, they said it will "automatically unlock" (wth?) by 60 days and this has still not the case so I have an expensive paperweight. What is even worse than that is their customer **********************. The people are nice once you get them on chat (no ability to escalate or call anyone to resolve an issue) but it is very dodgy chat hold queue, they drop you any chance they by stating "check back every 10 mins" then asking "are you still there after 2 minutes and when you don't respond they drop your chat and you have to start over. The worst wireless and they prey on people who need inexpensive and reliable phones and plans.

    Business Response

    Date: 01/24/2023

    Response attached

  • Initial Complaint

    Date:01/18/2023

    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.
    I purchased a new phone and plan through visible to transfer a phone carrier I had in the past. They had promotion at that time (11/14/22) that will provide $250 gift card for my iPhone 13 mini. They had no explanations on how I would get the gift card, so I asked an chat agent what I needed to do, and they told me that it will be applied automatically. After I fulfill 3 months of being on the plan, which I didn't know that I had to wait and search it online about the information, now I'm told that the promotion wasn't applied, and it is too late at this point to honor my purchase. There was no explanation on their website about the process and steps, and I was misled by them and ended up without the benefit that they claimed to offer. The chat agent kept saying me that there was no way they could pay because of their system and company policy.

    Business Response

    Date: 01/25/2023

    Response attached

  • Initial Complaint

    Date:01/17/2023

    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.
    Visible states in their unlocking policy that phone must be on visible for 60 days before unlock.I tried to get a specific date, since I transferred my phone to another owner who has visible and transfered my number to another provider.They are now refusing to ever unlock the phone because I didn't keep the phone under my original number.

    Business Response

    Date: 01/23/2023

    Response attahced

Visible Service, LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.