Complaints

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

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  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:05/21/2024

  Type:Billing 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.

  Hi, I am writing to inform that my account was hacked and my bills have been translated into spanish without my knowledge or authorisation, further when i spoke to xfinity they have no knowledge of the same as to who called and made those changes, i have referred this to the fraud department on 5/17/24 but so far no one from the xfinity team has reached out to me, considering this is a serious breach of my pricacy as they have allowed someone to make changes to my account without verification who this person is or was, everytime i call xfinity i am transferred to some person who is in another country where they dont speak good english and they have no empathy to American customers, also these agents dont leave any notes on the account which mean i have keep repeating myself with each agent , which is so frustrating, I have been asking to speak to an American supervisor but so far no one has contacted me , they want me to pay a bill which is 45$ more than my previous monthly billing totaling an excess of $160 , i have refused to pay this bill till someone corrects this fraud and also ensures my bill is translated into english where i can see what is being charged for , in the meantime they have suspended my services for non payment, I will not be paying this bill till everything is restored back on my account and my charges are billed as per previous amount of $85,Xfinity is involved in malpractices where they want to charge customers higher amount without their knowledge and then suspend this service, if i dont receive call from a supervisor then i will be cancelling this service as I dont have internet now.

  Business Response

  Date: 05/28/2024

  Dear Better Business Bureau, 

  Thank you for sending this complaint to us for review. This appears to be a complaint for Xfinity and not Excess Telecom. Can you please confirm with the customer? 

  Thank you, 

  Excess Telecom 

• Initial Complaint

  Date:05/21/2024

  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 5/16/2024 I began receiving text messages from Excess Telecom, stating that "Your 05-16-2024" request to transfer your ACP benefit to Excess Telecom is complete." Prior to this message, I have never heard of or knew of Excess Telecom. And I never made a request to anyone to transfer any of my telecom services (mobile phone or internet). I called but could not get a resolution due to not having any information for the request. I then received two more messages on 5/17/2024, stating that "your 5/16/2024 request to transfer your Lifeline benefit to Excess Telecom is complete" and again that "your ACP benefit to Excess Telecom is complete" message.I have not responded to any of these messages, in fear of them being a scam. I did research the company to verify the contact information and tried to confirm if an actual request existed under my number. Because I do not have information specific to the request other than my phone numberand how could I if I did not make the requestI could not get my phone number removed from whatever associated account.

  Business Response

  Date: 05/28/2024

  Dear Better Business Bureau,

  Thank you for forwarding this complaint to us for review. We have removed the phone number from our records, and this should stop all contact.

  Thank you,

  Excess Telecom 

  Customer Answer

  Date: 05/31/2024

   
  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:05/21/2024

  Type:Delivery 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 paid for a replace tablet device on 3/4/2024 and as of today 5/16/2024 I still have NO device. I was told that my order was not placed until 3/29/204 which is almost a month AFTER i paid you all. I allowed another 14 business days to pass and since have been contacting the company every week and met with the same response, my device has not been sent, there is no tracking and the problem has been escalated. If it has been ESCALATED as many times as I have been told then I am just baffled on how I STILL don't have a device. This is by far THE worst customer service experience ever and no one can tell me anything!!!!!!At this point I want my device and my refund for MY inconvenience and the lack of urgency on your companies behalf. Sad I am being told to wait for a product I PAID FOR OVER 2 MONTHS AGO!!!

  Business Response

  Date: 06/11/2024

  Dear Better Business Bureau, 

  Dear Better Business Bureau, Thank you for forwarding this
  compliant to us for review. We have pushed the request to the top of our shipping request queue.

  The customer should receive the replacement device within 7 business days via Fed Ex.

  Thank you, Excess Telecom.

  Customer Answer

  Date: 06/11/2024

   
  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:05/17/2024

  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.

  Hey I am writing to inform you that excess telecom is a fraudulent company they don't even have a real phone number to contact they give a phone number and it changes but when call both numbers was given they say error only can talk to them online they stole my acp and ***** out of my bank acct which overdraft my acct and they said they give me a refund online yesterday but today when contacted told me I have to wait until approval and my acct been inactive I'm not even supposed to have an acct with them I want something done and want my money back I have repeatedly told them I want my money back they didn't have a right to take anything from my bank it said I wouldn't get charged that was a lie and for something that said free phone service they also stole my acp which I transferred back to current internet company but then they did it again today transferred it back to them it's been a headache a nightmare I want it stopped no one should have to go through this.

  Business Response

  Date: 06/03/2024

  Dear Better Business Bureau, 
  Thank you for forwarding this complaint to us for review. Our team has requested the refund for the customer and their phone number is removed from the system. Excess will be in contact with the customer. 
  

  Thank you, 
  Excess Telecom

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21727054
  
  I am rejecting this response because: one they didn't refund me my money I had to fight through bank to get it I had to dispute transaction they still shipped me a phone and I have screen shots saying they would refund me and never did it's not ok to force something on people
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/26/2024

  Hello,

  We have reviewed this request and submitted a refund for the customer.

  Thank you,

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

• Initial Complaint

  Date:05/17/2024

  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.

  Spring 2023 I signed up for a free $12 tablet from Excess Telecom at my university campus. They promised free wifi on a tablet for qualifying students. I am no longer a student at this university and do not require the services. I do not use the free wifi on the tablet and because of that, Excess Telecom calls me about 5-10 times a week asking me if I want to continue services. When I tell them that I want to cancel my services, they immediately hang up and call the next hour again. I cannot block their phone number because each time they call, it is a different phone number. I have attached photos for reference.Please help me stop their phone calls. Even after I tell them to remove me from the call list, they simply hang up on me.

  Business Response

  Date: 06/03/2024

  Dear Better Business Bureau,

  Thank you for forwarding this complaint to us for review. We have removed the phone
  number from our records and this should stop all contact.
  Thank you,

  Excess Telecom

• Initial Complaint

  Date:05/15/2024

  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 got my first table but I broke it I called and they told me to pay ***** to get a new one on February 14th 2024 I did pay this they said I would get my new tablet in 14 days I have called and called they have excited expedited and high expedited and it's nothing but telling me that's all they can do this is 4 months they are charging the federal government my tablet monthly fees this is fraud ?? I warned them and warned them that I was not going to be ripped off that I will not stop I know their are many others that don't know how to are what to do my name is ********************* my email address is ************************ my phone number is ************ I have my bank statements where I paid this on February 14th and still nothing I am bipolar schizoaffective I use my tablet for groups and seeing my Dr I am on SSI EBT ******** I have been having to do this all on a cell phone.???? This is very depressing.

  Business Response

  Date: 05/21/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this complaint to us for review. We apologize for the inconvenience and delay in shipping. We have moved this request to the front of the shipping queue and the customer should receive the device within the next 7-14 business days via Fed Ex. 

  Thank you, 

  Excess Telecom Support Team r

• Initial Complaint

  Date:05/13/2024

  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 had my phone number ported to this service which was deactivated for some unknown reason yesterday before the service agreement was up and they cant give me a reason or explanation as to why and now my old number which Ive had for years and is tied to everything, including job applications and accounts that require two factor authentication is now somehow gone and they cant seem to fix the problem. Ive been given a dozen different answers from different support agents about this and none of them are right. So now my old number is gone And no one can get a hold of me. I cant access certain accounts that are tied to this number due to two factor authentication.

  Business Response

  Date: 05/21/2024

  Dear Better Business Bureau, 

  Our records show that the customer had a SIM replacement issued to resolve the service issues on May 12th,2024. This should resolve all customer issues. We apologize for the inconvenience.  

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:05/13/2024

  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 received an unexpected text message at my phone number saying that I "cho[se] Excess Telecom as [my] service provider". However, this is wrong, because I did not sign up for this, I don't even know how they got my phone number.I want to have my phone number removed from the account and records.

  Business Response

  Date: 05/21/2024

  Hi there, 
  
  We apologize for any inconvenience this may have caused. We have reviewed the account your phone number was listed on. We do not believe this to be fraud or identity theft at this time. Your phone number was listed as an alternate number on the account and believe either the sales agent or customer typed in the wrong contact number when establishing the account. 
  
  I have removed your phone number from our records and systems, and documented the account where it was listed in error. 
  
  Thank you for bringing this to our attention. 
  
  Excess Telecom Support Team

• Initial Complaint

  Date:05/13/2024

  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 signed up to receive this free tablet and it comes with free data which was nice at first but I don't really use it at all so I told them I did not want the service anymore. They call 7-10 times a day with different phone numbers and ask if I want to keep it and I tell them no. They either hang up on me right away or try to get me to keep it after repeating I'm not interested and to take me out, they call me back the next day. I don't know what else to do but this is straight harassment.

  Business Response

  Date: 05/21/2024

  Hi!
  We are sorry for any inconvenience caused. We removed your phone number, and you should not receive any further contact from Excess Telecom. Please feel free to contact us at ******************************** if you have any additional questions or concerns. 
  
  Thank you, 
  Excess Telecom Support Team
  
  

  Customer Answer

  Date: 05/21/2024

   
  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:05/13/2024

  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 signed up to receive a "free" phone from excess telacom. I received a phone that I have never heard of. And I have had nothing but problems with it. I have had it since the 23 of April 2024, and my data has ran out twice the battery won't stay charged for more than 3 hours. And today the screen went blank and will not turn back on. This has been the most horrible customer service and phone company I have ever seen.

  Business Response

  Date: 05/21/2024

  Dear Better Business Bureau, 

  We apologize for the inconvenience. Excess will be shipping a replacement phone via Fed Ex & the customer should receive it within the next 7-14 business days. 

  Thank you, 

  Excess Telecom