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Business Profile

Telecommunications

Excess Telecom

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

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

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    Customer Complaints Summary

    • 566 total complaints in the last 3 years.
    • 44 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:04/25/2024

      Type:Delivery 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 keep getting harassed by this company! Take my number out of your system! This is fraud! Ive never given my info to this company! Ive never even heard of this company!

      Business Response

      Date: 05/02/2024

      Dear Better Business Bureau, 

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

      Excess Telecom 

      Customer Answer

      Date: 05/03/2024

       
      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:04/24/2024

      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.
      My phone number, ************** has been associated with an account of some sort with this service. I have never heard of this service and do not know the owner of the account. Their customer service has failed me and I wish to have my information permanently removed and blocked from their database.

      Business Response

      Date: 05/02/2024

      Dear Better Business Bureau, 

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

      Excess Telecom 

    • Initial Complaint

      Date:04/23/2024

      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.
      This is the second time I have gotten harassed and told my acp benefit Will be transferred to this criminal company. I dont know who this company is and I dont even know what an ACP benefit is. At this point this is criminal harassment and illegal use of my information. The workers just put in any number so they can get their commission. Now I am being illegally harassed and stalked by this company. The police need to intervene this is criminal what they are doing. TAKE MY NUMBER OUT OF YOUR SYSTEM! If I am contacted again I am giving my complaint to my lawyer.

      Business Response

      Date: 04/30/2024

      Dear Better Business Bureau, 

      Thank you for sending this complaint to our office for review. We apologize for the inconvenience caused to the consumer. We have searched our records and did not locate any accounts using the phone number, name or email provided in the complaint. Contact from us should have already ceased. 

      Thank you, 

      Excess Telecom Support Team  

    • Initial Complaint

      Date:04/22/2024

      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.
      I ordered tablet through their service, paid my processing fee (posted 9/8/2023). THIS was Sept of LAST year. I have called, been hung up on many times, texted, been lied to about delivery... It's only $11 but I live on a disability check AND more importantly, would love to have a tablet. Please help me with this... Thank you, ******* *************************

      Business Response

      Date: 04/30/2024

      Dear Better Business Bureau, 

      Thank you for sending this complaint to us. We apologize for the inconvenience caused. We will ship a replacement tablet out via Fed Ex. The replacement can take up to 2 weeks to arrive. 

      Thank you, 

      Excess Telecom Support Team  

    • Initial Complaint

      Date:04/22/2024

      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.
      On April 6, 2024 in response to an Excess Telecom advertisement offering a free cellphone with talk, text, and data to those already receiving Federal *** Benefits, I transferred my *** benefits to Excess Telecom, as part of the application process to see if I qualified for the offer. I received an email stating that I was approved for the CONNECTIONS plan with Unlimited Talk, Text and 25GB monthly Data. Then shortly after that email came I received a second email which stated that my free phone included 2500 minutes Talk, 2500 minutes Text and 10GB monthly Data. When I followed the link to confirm my information it asked for a payment of $12.00 which would provide one year of Data at $1.00 per month for 25GB data each month. I used my debit card and paid $12.00.I decided to explore the different Plans offered by Excess Telecom. The website has two different and conflicting descriptions of what the Connections Plan includes:1. The CONNECTIONS Plan is listed as a Lifeline Benefit plan providing 2500 minutes each of Talk and Text with 10GB monthly Data.THEN it is listed as:2. A PROMOTIONAL SERVICE PLAN through Excess Telecom for 4 months until *** Funding is restored. And if you DON'T HAVE *** Benefits you pay $12.00 for 25GB at $1.00 monthly for 1 year.Please see attached screenshots to further clarify the conflicting descriptions. I used my *** and Lifeline benefits and I should not have been charged $12.00 for Data that *** benefits provides for free, nor should anyone pay for a year of Data when the CONNECTIONS PLAN is only for 4 months.I called Excess Telecom to cancel the transfer of my *** benefits and cancel the service while it is still being processed less than 24 hours after the application was placed and asked to be refunded the $12.00. The agent was very rude and took it upon himself to DE-ENROLL me from the *** program. They are using deceptive business practices. I have not received the refund yet.

      Business Response

      Date: 04/29/2024

      Dear Better Business Bureau, 

      Thank you for forwarding this complaint to us for review. We apologize for the inconvenience caused to the customer & have agreed to provide the $12 refund. This will be refunded to the payment method on file. Please advise the customer to allow up to 7 days for the refund to process. 

      Thank you, 

      Excess Telecom Support Team 

      Customer Answer

      Date: 04/29/2024

       
      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:04/17/2024

      Type:Product 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 received this text Thank you for choosing Excess Telecom as your ACP service provider! We are excited to serve you so look for your welcome email soon with helpful info to get started. Also, for important recent news about the **** please visit ************************************************** - reply STOP to opt out I called and they said my number is being used but I NEVER signed up for this service but they wont remove my number!

      Business Response

      Date: 04/26/2024

      Dear Better Business Bureau, 

      Thank you for forwarding this complaint to our office. We have removed the phone number from our records and this should stop all contact. We apologize for any inconvenience. 

      Thank you, Excess Telecom Support Team 

    • Initial Complaint

      Date:04/17/2024

      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 have been trying to contact the company because my tablet stopped working. I have been trying to get in touch with them through the mail, phone number and even the Live Chat. It keeps saying my account has been blocked. I want to keep my service but this is becoming too much of a headache. The company sends me text messages three to four times a day saying I need to log into my account and tablet so I do not lose access to the free internet. I also get emails non-stop telling me to also access the WiFi on my account but how can I do that if I can not get ahold of the company to receive another one. They also shared my personal information with other companies that also call and text non-stop. This is ridiculous.

      Business Response

      Date: 04/23/2024

      Dear Better Business Bureau, 

      We apologize for the inconvenience caused to the customer and that they could not reach us via call center or chat. I have added a replacement device to be shipped via Fed Ex on our next shipment. The customer should receive within 7-10 business days. 

      Thank you, 

      Excess Telecom Support Team 

      Customer Answer

      Date: 04/26/2024

       
      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,

      Fame ******

    • Initial Complaint

      Date:04/16/2024

      Type:Product 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.
      Received a text that said I had chosen excess telecom As my ACP which I never signed up for not can sign out of Thank you for choosing Excess Telecom as your ACP service provider! We are excited to serve you so look for your welcome email soon with helpful info to get started. Also, for important recent news about the **** please visit ************************************************** - reply STOP to opt out

      Business Response

      Date: 04/23/2024

      Dear Better Business Bureau, 

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

      Thank you, 

      Excess Telecom Support Team 

    • Initial Complaint

      Date:04/16/2024

      Type:Product 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.
      Date: 4/15/2024 Nature: I received a text message on 4/15/2024 from a phone number ***************** saying "Thank you for choosing Excess Telecom as your ACP service provider! We're excited to serve you so look for your welcome email soon with helpful info to get started". Request: I never signed up for their business. I would like them to remove my contact information from their server and refund any amount if they charged me for something I didn't consent to.Business Response: Excess Telecom never responded to my request.

      Business Response

      Date: 04/23/2024

      Dear Better Business Bureau, 

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

      Thank you, 

      Excess Telecom Support Team 

    • Initial Complaint

      Date:04/15/2024

      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.
      False advertising. I was told I had unlimited data but now they told me only 25 gigs. I can't afford the high price for extra data they charge for a top off on a fixed income but I need unlimited data.

      Business Response

      Date: 04/23/2024

      Dear Better Business Bureau, 

      Thank you for forwarding the complaint to us for review. We apologize for the inconvenience caused to our customer. I have refunded the $10 as a one-time courtesy and added an extra 5 GB of data at no charge as a convivence.

      We hope this resolves the matter and we look forward to keeping this customer happy with our services. 

      Thank you, 

      Excess Telecom Support Team 

    Excess Telecom is NOT a BBB Accredited Business.

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

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