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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

  • 1,072 total complaints in the last 3 years.
  • 157 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:02/27/2025

    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.
    I have visible for all five people in my family and I have one line that is my daughters which we have forgotten her email address she used and can not. Get into it to pay the bill. I finally waited hours to speak with someone which verified my last four of my card my name my address and a bunch more information but I dont know the email which I stated in the first place so he goes on to tell me he cant transfer me to a supervisor because they wont take the call and I cant verify any numbers from the order or email address because I dont know which one it is I got her SIM cards years ago I didnt keep the package I said so what do I do and he gave me no help so I repeated to ask to be escalated but he said he was ending the call and before this I had a chat with the company which they went to tell me no one could help me so what do I do I ask they said I cant do anything it makes no sense if I provide my personal card number and any security questions I basically am told that I have no option by the way he called me on her number not even the number I provided

    Business Response

    Date: 03/12/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:02/21/2025

    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 is denying my iPhone 13 unlock request even though I have activated my device, and it has been more than 60 days since activation. Purchase was on 12/06/24 and activation on 12/08/24, and their customer support has verified successful activation of the device. According to their own unlock policy at *******************************************************************: "Any smartphone purchased from Visible will be locked for 60 days from the date the device was activated on the Visible account associated with the purchased device. Once the 60 days are up, your device will be unlocked automatically." Policy does not say anything about actively using the device since activation, but Visible now claims that I need to be actively using the device. This policy states that my iPhone should be unlocked after 60 days from the activation date, regardless being actively used for 60 days or not. This is false advertisement and malpractice. To resolve this, I would like for Visible to unlock my device as soon as possible, or provide me with an unlocked iPhone 13. My info: account #************, order #********, iPhone imei #***************.

    Business Response

    Date: 03/04/2025

    please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 03/06/2025

     
    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. I appreciate the effort from Visible's end to resolve the unlocking issue with haste after the complaint was filed with BBB. Thank you.  

    Sincerely,

    Md **** ******

  • Initial Complaint

    Date:02/21/2025

    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.
    I ordered an iPhone 13 and one-year service from Visible on Dec 2, 2024. Order #******** I activated the service with the iPhone 13 on Dec 3, 2024. I chatted with the agent and was told that once the phone was activated, I could use it or use my old phone, and after 60 days, the iPhone 13 would be unlocked based on the Visible unlock policy (*********************************************************************************). However, it has been more than 60 days, the phone was not unlocked. I chatted with the agent again and was told that I have to use the phone during these 60 days, where nowhere in the policy was this required. The agent kept apologizing for their unclear policy and told me that their backend was working to update the policy, but did not unlock the phone for me. My parent is traveling internationally with the phone and needs to use the phone unlocked.

    Customer Answer

    Date: 03/04/2025

    Hi ******,

     

    I opened the communication window on the BBB website and I copied everything I saw. See below.


    MESSAGE FROM BUSINESS:

    ************************ has provided its response to this complaint. 

     

    JND's message does not appear. Please provide the message. Thank you.

     

    Ms. ***** ****

  • Initial Complaint

    Date:02/20/2025

    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.
    Switched phone service from ******* to Visible Wireless. Purchased a new *************** Galaxy S24 Ultra from Visible in the amount of $1058.94 on 5/18/24. Decided the next day that I wanted to stay with ******** Called Visible and the phone was already on its way - delivered. Told by *** to deny the delivery when it arrives. 5/20/25 phone is delivered. I meet the delivery guy and deny the delivery. Its returned back to Visible. Follow up with Visible on 11/19/24 for a charge I found on my ************* acct. in the amount $1058.94 for the phone I never accepted/received. Called Visible, they stated I need to reach out to ******** and request a charge back since its been over 6mths. **** denied chargeback, over six months and I needed to reach back to Visible. Visible states they have the (returned) phone, but since its been over six months I need to reach back out to *******. Both companies denied the refund/chargeback. I paid for a phone that I never accepted and Visible verified they have the phone. So I was charged for a phone I never accepted and they have it in the warehouse. Please help with the refund for the full amount. I have attached documents that I sent over to ******** for reference. Thank you!

    Business Response

    Date: 03/04/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 03/04/2025

     
    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:02/20/2025

    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 purchased an iPhone 13 from Visible and activated it back on Dec 10, 2024. It was carrier locked to Visible and is supposed to automatically unlocked after 60 days after activation. According to their unlock policy *******************************************************************. On 2/13/25, well over the 60 days the device is still locked. I reached out to Visible customer **********************, on the same date, and now I'm being told that the device has to be continuously used for 60 days to be unlocked. If I don't have the *** card in the phone, then it's not considered being actively used and is not eligible for unlocking it. I'm not satisfied with this answer from customer ********************** because the current policy doesn't clearly state this. When I bring up the policy, the customer ********************** agent states "We have already escalated the Unlocking Policy stated on our website, and they are working hard to update it to avoid confusion." Their currently policy - "Any smartphone purchased from Visible will be locked for 60 days from the date the device was activated on the Visible account associated with the purchased device. " This policy states that my phone should be unlocked after 60 days from the activation date, regardless being actively used for 60 days or not. To resolve this, I would like for Visible to unlock my device as soon as ************* on the account: ******* ****** Account number: ************ Phone number: ************ IMEI1: *************** IMEI2: ***************

    Business Response

    Date: 02/27/2025

    Please see our attached response to the received BBB complaint.

    Customer Answer

    Date: 02/27/2025

     
    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:02/19/2025

    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.
    On 2/21, I requested a replacement Apple Series 7 watch that is set to function as a standalone device due to a battery issue. Although this should have taken 5 days, the device was not received until 1/31. I was unable to activate the device in the portal - the replacement device did not show up under my account. After spending 2 hours on the phone being transferred 8 times and given 2 incorrect numbers to call, I went into a store. I spent 2.5 hours in the store just for the store agent to have to call *******. The ******* phone agent put in a ticket and said the device would be activated by 2/5. This device was needed for travel that was to begin on 2/2. I was provided no options and no one seems to care about the inconvenience. Today is 2/9 and the device is still not active. ******* no longer seems to care about customer **********************. I have been treated like trash from ******* for the past year, and am paying for services that cannot be used. I want this watch working, I don't want to go into a store, and I don't want to spend hours on the phone with agents who always pass the **** and do not see things through.

    Business Response

    Date: 02/19/2025

    P.O. Box 10
    ****************-0010


    February 19, 2025

    Better Business Bureau of **********
    **************************************** Rd. Building A, Suite 202
    **************************

    RE:  Complainant:
            Complaint Number: 22919776

    Dear Ms. **** *.:

    Thank you for contacting *************** of Executive Relations regarding ******************* complaint.  In their complaint, received with ******* Wireless. 

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

    Email:            *************************************************************************************
    Address:        ************ ***************, Floor 2
                         *******************
    Fax:               ************

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


    Sincerely,

    Mayra 
    Executive Relations Analyst

    Customer Answer

    Date: 02/20/2025

    Hello, thank you. This was resolved, today.

  • Initial Complaint

    Date:02/19/2025

    Type:Order 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.
    Signed up for their mobile service and now it does not work when abroad Unable to speak to engineers and get a resolution

    Business Response

    Date: 02/27/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:02/17/2025

    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.
    In December 2024, I switched to Visible and activated my new Visible smartphone using the *** card associated with my account. After using it briefly, I switched the *** card to another phone while continuing to use Visibles service.According to Visibles unlocking policy, any smartphone purchased from them should be automatically unlocked 60 days after activation. Now that more than 60 days have passed, I checked my device and found that it remains locked.I contacted Visible support, and they stated that I must use the Visible *** in the phone for a total of 60 days, which contradicts their published policy. Now, my phone remains locked despite fulfilling the conditions stated in their policy.I request that Visible unlock my phone as per their official unlocking policy.

    Business Response

    Date: 02/27/2025

    Please see our attached response to the received BBB complaint.

  • Initial Complaint

    Date:02/12/2025

    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.
    On 12/4/2024, I purchased an iPhone 13 with prepaid 12 months of visible service. On 12/9/2024 I activated the device. There were issues with the porting over and activation that were eventually sorted out by Visible customer **********************. Instead of continuing with the iphone 13, I instead chose to use the visible service on another device and changed the esim to that ********** on February 11th, I'm trying to unlock the iPhone 13. Visible's unlock policy clearly states (*******************************************************************):Any smartphone purchased from Visible will be locked for 60 days from the date the device was activated on the Visible account associated with the purchased device. Once the 60 days are up, your device will be unlocked automatically.The Visible chat agents are telling me the device must have continuous service for 60 days for an unlock. Or the device wasn't fully unlocked since it was active for 60 days. Both statements are incorrect and contradict the published unlock policy.Clearly, I met the conditions stated on the policy. I purchased a smartphone from visible, I activated, I waited 60 days.Please honor the policy and quit wasting my time.

    Business Response

    Date: 02/27/2025

    Please see our attached response to the BBB complaint received. 

    Customer Answer

    Date: 03/03/2025

     
    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 am frustrated, however, I had to take extraordinary steps to force Visible to honor a clearly published policy.  I hope they educate their CSR's on how to properly respond to unlock requests like mine in the future.



    Sincerely,

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

  • Initial Complaint

    Date:02/10/2025

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 12/29/2025, I purchased a cell phone from Visible for $143 on my **** credit card. They offered a $100 refund if I traded in my old phone, and it was accepted as in sound condition by a second-party company, Assurant. On 2/2, I received an email from Assurant telling me that "Youll be receiving a trade-in Offer Amount of $100.00 for your device." And "Payment will be refunded to the method used to purchase your new phone within three business days." On 2/6, the day I should've seen the credit on my **** account, I called ********************, and they told me it would show up within three days. Yesterday, I received a gift card from *********, a third-party company that issues credits for ********. The gift card can only be used on selected websites and for limited products--not what I'd agreed to. I contacted Visible to point out the error today, 2/10, and told them that I wanted the refund credit and not the gift card. They told me that ********* tried to credit my credit card account, but the credit was rejected, so the gift card was sent to me. I contacted my credit card company, and they told me they haven't rejected any credits to my account. When I pointed this out to Visible, they told me there was nothing they could do. I have included an email and screen captures of the chat I had with Visible today, as there is no way for me to save the messages or access them any other way.

    Business Response

    Date: 02/20/2025

    Please see our attached response to the received BBB complaint.

     

    Customer Answer

    Date: 02/25/2025

     
    Complaint: 22922724

    I am rejecting this response because: 

    I was told I would receive a $100 credit to my account and have a letter stating this. Instead, I received a gift certificate that can only be used on a particular website. This is the executive relations team at *******/Visible, and they respond that they are unable to credit me the amount I was promised because a gift certificate was issued that I never downloaded/used. It is hard for me to see how a huge company like ******* is unable to do anything to resolve this. 

    This seems to me to be a case of bait-and-switch, and if it's happened to me, it's happening to many other people who trusted Visible. Do you have any suggestions as to what I can do in addition to my complaint to the BBB?  


    Sincerely,

    **** ******

Visible Service, LLC is NOT a BBB Accredited Business.

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