Complaints

This profile includes complaints for Excess Telecom's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Excess Telecom has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Excess Telecom

  PO Box 69344 West Hollywood, CA 90069-0344

• 

  Excess Telecom, Inc.

  176 Mine Lake Ct Ste 100 Raleigh, NC 27615

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:07/09/2025

  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.

  After talking with Excess Telecom in June, I finally started receiving my re-certification information for Lifeline. I filed the re-certification as required, and received an email confirmation on June 10, 2025. On June 29, I received an email stating I did not re-certify. I reached out to lifeline, who gave me a "new application ID" later that week which I was to provide to Excess Telecom. I called Excess Telecom after they suspended my account on July 4th, and informed them of my ID. They told me they were receiving an error, and to call Lifeline for a new ID. I called Lifeline the same day, they said that the error was on EC side and they needed to submit it as a new Lifeline application. When I attempted to call Lifeline in the same day, before 10 PM ET, all of their lines were closed even though everyone told me that was when their business hours were. Today, I called them and they told me that they could not find my application. They directed me back to Lifeline, who said everything was good on their end, they could not give me a new ID, and to call EC again. Once again, called EC to be told nothing could be done, refused the ability to talk to a manager, refused the ability to have them conference call with Lifeline so they could sort this between the two of them. I decided to port my number out to a completely different company, because I *need* a phone line. I am fortunate that I had the ability to use someone else's phone, since my phone could only call EC after they suspended me. I cannot imagine what this would be like for someone with less time, energy, or a support system to deal with. I will never recommend this company to anyone, especially since their lack of being able to fix the problem they created on their own (not re-certifying me after I submitted mine). There had to be a way to resolve this.

  Business Response

  Date: 07/14/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond.
  The subscriber enrolled in **************** with Excess Telecom powered by IM Telecom on August 6, 2024.
  On May 19, 2025, the subscriber contacted our support team to check on her recertification status. As no update had yet been received from ****, she was referred to the *********************** for further assistance.
  On May 27, 2025, we received affirmative consent from the subscriber via a voice call to continue her ****************.
  On July 1, 2025, she again requested an update. As the recertification status remained unchanged, she was again referred to the ***********************.
  On July 4, 2025, Excess Telecom received notice from **** that the subscriber had failed to recertify. Per FCC Lifeline program guidelines, her service was de-enrolled accordingly.
  The subscriber had been actively using her service until the de-enrollment date.
  On July 5 and July 7, 2025, the subscriber attempted to re-enroll but encountered a system error from USAC (SUBSCRIBER_NOT_FOUND_ERROR), which is outside of Excess Telecoms control.
  On July 7, 2025, the subscriber requested to port out her phone number. We provided her with the necessary account credentials, and the number was successfully ported out the same day.
  Excess Telecom powered by IM Telecom acted in full compliance with *** and USAC Lifeline program regulations throughout the duration of the subscribers service. We provided support within the scope of our authority and made every effort to guide the subscriber appropriately.
  
  If the subscriber has any further questions or concerns, our **************** team is available at ************.
  
  Sincerely,
  Excess Telecom powered by IM Telecom

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23566611
  
  I am rejecting this response because: I gave Excess Telecom the information from my end, including the correct application ID. Lifeline confirmed multiple times that I had a valid application number and they could not give me an new one. Excess Telecom denied my requests for a manager or a conference call with ********, continued to send me to Lifeline telling me to request a new application (despite me telling them that I was told I could not), and both entities continued to send me to the other one without solving my issues. I was without telephone service for multiple days, with no option to move forward except to "upgrade" to a paid service or port my number to a new company.
  
  Sincerely,
  ****** *******

  Business Response

  Date: 07/24/2025

  Thank you for sharing your concerns, and we sincerely apologize for the frustration and inconvenience you experienced.
  We understand how important it is to have uninterrupted phone service and regret that the issue involving your application ID and the coordination between Excess Telecom and the Lifeline program caused disruption. Your feedback has been reviewed thoroughly and if you would still like to receive service, we would be happy to assist you with reapplying. You may use your existing approved application by visiting the following link to start the process: *************************************
  Should you choose to reapply, our team will be ready to support you every step of the way.
  Thank you again for bringing this to our attention. We are always working to improve, and your feedback helps us do that.

  Customer Answer

  Date: 07/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/24/2025

  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.

  On September 29, 2024, Excess Telecom fraudulently acquired my personally identifiable information and unlawfully transferred my Lifeline benefits from my landline number ************ a number that has always been serviced exclusively by **********************. Excess Telecom, a wireless-only provider, does not have the technical capacity to service landline phones, making this transfer not only unauthorized but entirely ************* a direct result of this misconduct, I have incurred financial losses exceeding $300 and have been deprived of essential telephone service. Despite multiple attempts to transfer my Lifeline benefits back to *******, the benefits were repeatedly and improperly reclaimed by Excess Telecom.On June 20, 2025, at approximately 9:00 PM Eastern Time, I contacted Excess Telecom customer service. During a call lasting over 30 minutes, I spoke first with a representative named ******, and then escalated to his supervisor, Will. During this conversation, Will explicitly confirmed that:Excess Telecom had illegally obtained my information;The company cannot service landline numbers;Yet the company refused to take corrective action or release my benefits.This is a clear case of identity misuse, regulatory noncompliance, and consumer fraud.I am demanding immediate action on the following:1.Unconditional release of my Lifeline benefits back to ******* 2.Permanent deletion and purge of all my personal data from the Excess Telecom database.3.Full reimbursement of the $300 I lost as a result of this fraudulent activity.4.Punitive damages in the amount of $5,000 to account for the significant stress, inconvenience, and harm caused.

  Business Response

  Date: 07/02/2025

  Dear Better Business Bureau,

  We take all concerns regarding Lifeline enrollment and account activity seriously and appreciate you bringing this matter to our attention.
  We have received the complaint and are currently conducting a thorough internal review of the account in question. 

  We are committed to providing a complete and accurate response and will follow up as soon as our findings are finalized.
  In the meantime, if there is any new information or documentation, please feel free to reply. 
  

  Excess Telecom

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23499506
  
  I am rejecting this response because it does not provide any resolution or addresses any of my concerns.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 07/14/2025

  Thank you for bringing this to our attention. 
  
  Based on the information you provided during your call with our customer service team, it appears that two accounts were opened using your mothers information. One of the accounts contains her correct email address and phone number, while the other does not match the contact details you confirmed. Our records indicate that the account with mismatched information was reactivated when someone responded to an automated email outreach, confirming they wished to transfer **************** back to Excess Telecom powered by IM Telecom. 
  
  We are very sorry that your mother was a victim of identity theft. Please know that we take these matters seriously. Both accounts have now been canceled, and we have taken steps to block your mothers information from being used to open any future accounts with our company. 
  
  We strongly encourage you to file an identity theft report with the ************************ at?*********************, which provides tools and guidance for resolving these types of incidents. 
  If you have any additional questions or need further assistance, please dont hesitate to reach out. 
  
  If there are any other questions or concerns, please call our **************** at ************. 

• Initial Complaint

  Date:05/21/2025

  Type:Sales and Advertising 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 keep getting multiple messages from excess telecoms about using lifeline on my account and also advertising emails about promotions. I never had any account with this company. Despite blocking I keep getting messages multiple times. They need to remove my name from their database and number from their database.

  Business Response

  Date: 05/27/2025

  Dear Better Business Bureau, 

  Thank you for bringing this to our attention.
  After reviewing our records, we were unable to locate an account associated with the phone number or name provided in the complaint. Its possible that the messages were intended for a previous subscriber of the number or were sent in error.
  To help us investigate further and ensure all communications are fully stopped, we kindly ask the individual to provide one or more of the following:
  -The phone number receiving the messages
  -Any email address that may be linked to the messages
  
  Once we receive this information, we will promptly investigate and take all necessary steps to remove their information from our outreach systems and ensure no further contact is made.
  We apologize for the inconvenience and appreciate the opportunity to address their concerns.
  

  Excess Telecom

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23357182
  
  I am rejecting this response because:

  business has asked me to respond and asked to provide either phone or email receiving message. 
  

  phone number that is receiving unwanted messages from company is ************

  
  Sincerely,
  
  RJ

  Business Response

  Date: 06/05/2025

  Thank you for providing the requested information.
  We have reviewed our records using the phone number provided *************), but we were unable to locate any account or information associated with that number in our system.
  We take these matters seriously and would like to ensure that you do not receive any further unwanted messages from our company. If you could please provide additional detailssuch as an account name, alternate email address, or a recent message with a date and timeit would help us investigate this matter more thoroughly.

  Excess Telecom

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23357182
  
  I am rejecting this response because:

  I do not have any account so I dont have account number  

  most recent message I received was from number ***** on 6/5/2025 at ***** am and it said Your $1 Lifeline Advantage monthly plan fee will be paid from your eWallet account unless you request otherwise. You may request a refund of your account at any time. text STOP to opt-out

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

• Initial Complaint

  Date:05/09/2025

  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 keep receiving text messages, I have no account with ********************. I would like them to delete all my info.The text I received multiple times:Hi again from Excess Telecom! We noticed you haven't used data to access the internet in 6 days. You need to use your data once/mo to stay connected. Use your device to connect to the internet or simply text YES to keep your benefit for another month. Text STOP to opt out

  Business Response

  Date: 05/14/2025

  Dear Better Business Bureau, 

  We were unable to find a customer with this information provided. If ***** could provide the full phone number where he is receiving communications we will be happy to look into this further.

  Thank you,

  Excess Telecom

• Initial Complaint

  Date:04/29/2025

  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.

  I got a tablet from Excess Telcom it stopped working I only had it for a year I contact the company the advise me that that will not replace the tablet for a new one

  Business Response

  Date: 05/07/2025

  Dear Better Business Bureau,

  Thank you for the opportunity to respond to Ms. ************ concern regarding a tablet device issued through Excess Telecom.

  We understand Ms. ************ frustration and appreciate her taking the time to share her experience. Upon review, the tablet  was issued over a year ago, and unfortunately, Excess Telecom is not currently offering replacements for tablets outside of the original manufacturer warranty period.
  At this time, we are unable to provide a replacement device. We do understand how disappointing this may be and want to assure Ms. *********** that we remain committed to supporting our customers in any way we can. If there are questions regarding her service or eligibility for any additional programs, our customer support team would be happy to assist further.
  We appreciate Ms. ************ feedback.

  Excess Telecom

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23264434
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:04/14/2025

  Type:Billing 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 keep getting spam emails and texts from excess telecom, except I have checked and called them and know for sure I do not have an account with them.Some of these emails say stuff like "Were writing to let you know the $1 monthly fee for your Lifeline Advantage Plan with Excess Telecom has been paid using your wallet balance. No action needed at this time - we hope you enjoy another month of service!Manage Billing You can update your billing information and manage account preferences anytime. Just login to your My Account using your password: [xxxx]"(Censored the password because it's part of one of my identification numbers, which I am very upset about)Could you please look into this? I find it very odd that they keep contacting me about "service" and "payments" and now have sent me an email with a four digit number that is part of one of my ID numbers.

  Business Response

  Date: 04/21/2025

  Dear Better Business Bureau,

  
  Thank you for bringing this to our attention. We have reviewed the information provided and confirmed that an application for ******** service was approved under your name on August 13, 2024.
  While an account does exist, we understand not wishing to receive communication from us. Our support team will be in touch to discuss this further.

  Excess Telecom

   

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23198230
  
  I am rejecting this response because:

  I would like to receive confirmation that all of my data has been removed from their system, and that whatever account is open under my name is deleted immediately before considering this resolved. I checked my emails, files and records from the past three years and have no record of signing up with this company, so I am very wary and suspicious about this entire situation.

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

  Business Response

  Date: 04/29/2025

  Thank you for bringing this matter to our attention.
  Following the customers request, the account in question has been fully canceled and no services are active under the customer's name.
  Additionally, we have blocked the customers information from any future enrollment attempts. 
  We apologize for any inconvenience or concern this situation may have caused and appreciate the customer's patience while we resolved the issue. Please let us know if we can assist further.

  Customer Answer

  Date: 04/29/2025

   
  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:04/01/2025

  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.

  I paid $45 for a new phone because the phone I originally received from them had quit working. They wouldn't let me transfer lifeline to a new phone I purchased so talked me into purchasing a phone they them. Which I did on February 7th. They have putting me off by saying another 7-14 business days. My phone totally stopped working so I did have to purchase another phone. So seeing how this phone has not been shipped yet I would like a full refund of $45.00

  Business Response

  Date: 04/08/2025

  Dear Better Business Bureau, 
  Thank you for making us aware. Were sorry for the inconvenience experienced with the phone order.
  Since the device has not been received, well be issuing a full refund of $45. Please allow 5-7 business days for the refund.
  Let us know if theres anything else we can help with.
  

  Best regards,

  Excess Telecom 

• Initial Complaint

  Date:03/11/2025

  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 company sent a defective Sim card and were supposed to replace it but have yet to do so, they continue procrastinate. I would like a replacement for my Sim card as soon as possible. Thank you.

  Business Response

  Date: 03/18/2025

  Dear Better Business Bureau, 

  
  Thank you for reaching out and bringing this to our attention.
  Upon reviewing your case, we can confirm that a replacement SIM card has been processed and shipped to you. Below is the tracking information for the replacement order: Tracking Number: 9400111106150826768082.
  
  We understand how important it is for you to have a fully functional SIM card, and we appreciate the patience as we worked to resolve this matter.
  Thank you for allowing us the opportunity to make this right. We value your business and are committed to ensuring you have a positive experience with our service.

• Initial Complaint

  Date:02/20/2025

  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.

  LIFELINE CELL free service, ************************** lied, took $16. Said only one month, automatic switches to FREE LIFELINE PROGRAM after 30 days! Then noticed taking $16.3, then $29. 3 , then switched my service off in middle of month after ********** TRANSACTIONS. Called ***, back office stated NO RECORDS OF PYMTS! Insane, gave transactions # for PROOF!!! I WANT ALL REDUNDS, DECEPTIVE TRADE PRACTICES AND FRAUDULENT ACTIVITY CHARGES!

  Business Response

  Date: 02/28/2025

  Dear Better Business Bureau, 

  
  We have thoroughly reviewed this account and confirmed that the customer enrolled in our Flex Unlimited plan, which included a $16 promotional rate for the first month before transitioning to $29 per month after three months, as clearly outlined in the plan terms. The account was not automatically switched to a free Lifeline plan, as ******** enrollment requires separate eligibility verification. The customers payments were successfully processed, and while they later provided transaction details, our records confirm there were no billing errors or fraudulent activity. Since the account was actively used, we are unable to process a refund in accordance with our policy. 

  Excess Telecom 

• Initial Complaint

  Date:02/13/2025

  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 wouldnt normally complain about anything but this is just so inconvenient how Excess Telecom has charged me twice in the last 3 months. The worst part is that they take over 21 days to credit back the money to my credit card. This last month I paid my bill and my phone service stopped working after 15 days of service. I spoke to 6 different people at their customer service and technical support team, they were not able to resolve the issue with my phone service. So after being on the phone all day with them I spoke to a representative that told me they will put in a request for a refund. I had to purchase another phone service from a different mobile service provider. Its been 2 weeks now so I called today and tell me they dont know anything about it.

  Business Response

  Date: 02/13/2025

  Dear Better Business Bureau,
  

  We appreciate the opportunity to address the concerns raised by **** regarding their recent experience with Excess Telecom.
  After reviewing their account, we can confirm that we have processed refunds for both the duplicate charge and the January payment. Refunds typically take up to 21 business days to reflect, depending on the customer's financial institution.
  We regret the difficulties **** faced in restoring their phone service and in obtaining accurate information regarding their refund status. This is not the level of service we strive to provide, and we are reviewing this internally to improve our customer support processes.
  We value our customers and take their concerns seriously. If any further clarification is needed, we are happy to provide additional details.

  Excess Telecom