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

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

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.

    Please enter a valid location.

    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:04/11/2024

      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.
      I placed a order for my replacement tablet March 16 2024 and was told that it would take 14 days or three weeks for it to arrive, after four weeks I still have yet to receive my replacement tablet. Called in and was told that they have yet to ship it out, I was told that they ship out on a first come first serve basis with the priority first to new customers and was also told that they would put my replacement order on high priority however they did not give me an estimate time of arrival and I have no way of tracking my delivery. Also I can't login to my account I don't know my username or password and I don't see a option to create a account, there is a option to retrieve my password via email however when I did that I never received the email.

      Business Response

      Date: 04/19/2024

      Dear Better Business Bureau, 

      Thank you for sending this complaint to us for review. We apologize for the inconvenience caused and the frustration. The replacement request will be moved to the front of the line and the customer should receive within 7-10 business days via Fed Ex. 

      Thank you, 

      Excess Telecom Support Team 

    • Initial Complaint

      Date:04/09/2024

      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 contacted them and said I think this package was stolen. I called them up and they said some other program sent it to me. I got a snapshot off the email that they sent me asking me to confirm I received the phone. Now they confirm that they did not send me the phone. I would like to find out who sent the phone

      Business Response

      Date: 04/17/2024

      Dear Better Business Bureau, 

      Thank you for sending this complaint to our office for review. We apologize for the inconvenience caused to the customer. Our records indicate that we have a tablet order. We need additional information from the customer to locate the phone account to attempt to assist. 

      Thank you, 

      Excess Telecom Support Team

    • Initial Complaint

      Date:04/08/2024

      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.
      Excess Telecom is assuming that I have their phone. His employee that sales in the Street check my availability and on December 23, but I that time needed to cancel with my other *** and never got their phone like it showed when *************** put my name to get their phone it came up that I had their phone. I don't know what the St. vendor did, they never gave me their phone. Excess Telecom should send me the phone. I would appreciate your help. Excess Telecom should contact me via email only. Thanks very much.***************************

      Business Response

      Date: 04/17/2024

      Dear Better Business Bureau, 

      Thank you for forwarding this complaint to us for review. We will make contact with the subscriber and get the phone shipped out via Fed Ex for the customer as soon as we can validate the mailing address. We apologize for the inconvenience caused. 

      Thank you, 

      Excess Telecom Support Team

    • Initial Complaint

      Date:04/08/2024

      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 received a text message today that there was an ACP service provider tied to my phone number. I tried to request to get my phone number removed they wont do so.

      Business Response

      Date: 04/16/2024

      Dear Better Business Bureau, 

      We have removed the phone number from our records and apologize for the inconvenience to the customer. This should stop all contact from **. 

      Thank you, 

      Excess Telecom Support Team 

      Customer Answer

      Date: 04/16/2024

       
      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:04/08/2024

      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.
      I ordered a phone through excess telecom and I never received the phone. Fed Ex tracking ************ says it was delivered to a storage/locker. My apartment complex does not have a storage/locker and the phone was not delivered to my door. 1st rep said they will not replace my phone and said I have to buy another phone from them to get a replacement and also stated i will not get any kind of refund and he hung up on me after awhile going back a forth. The 2nd rep said he'll open an investigation. I don't think this is right. I contacted fed ex via ******** messenger and they said it was delivered but if i didn't receive than they probably delivered to the wrong address and it is impossible for them to trace where the package is at. I want this resolved in a timely manner.

      Business Response

      Date: 04/16/2024

      Dear Better Business Bureau, 

      Thank you for sending this complaint to us for review. We apologize for the inconvenience caused to the customer and understand that shipping issues can be frustrating. We have added a phone replacement to our warehouse shipment list as a priority replacement. The customer should receive the replacement within 7 business days. 

      Thank you, 

      Excess Telecom Support Team 

    • Initial Complaint

      Date:04/05/2024

      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 needed a new tablet and l called excess Telcom about a replacement tablet l was told that l needed to pay to have a replacement so I paid the ***** dollars for the replacement and was told that after the payment was made it would take 14 days for processing and to receive the new tablet this was done 2 months ago and I still have not received my replacement tablet l have called excess Telcom on 5 different times about not receiving my replacement tablet and each time they tell me that they are sending a email to the shipping department to have it shipped out right away but the tablet never come l ask for a corporate number to file a complaint but they will never give me that information and also tell me that I can't file a complaint l ask for the number to the shipping department and l am not allowed that number either so my only option was to file a complaint with the better business bureau.

      Business Response

      Date: 04/12/2024

      Dear Better Business Bureau, 


      Thank you for sending this to our office for review. We sincerely apologize for the inconvenience and frustration. We have added this customer to top of the line and the customer should have the replacement within 7 business days. Additionally, we have refunded the customer $25 for the inconvenience. It may take a few days for the money to reach the customer's bank account.

      Thank you, 
      Excess Telecom Support Team 


      Customer Answer

      Date: 04/12/2024

       
      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.
      I want to thank the BBB for helping me with this process and case because l have tired to resolve this without getting anyone involved outside of the company now l hope that Excess Telcom kept there word to me and the BBB about the resolution that they are offering l have received the 25 dollar credit back to my account now l will wait to see if they send the tablet out to me within 7 days like they say they are but if they don't l can file a new case with the BBB.
      Sincerely,

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

    • Initial Complaint

      Date:04/05/2024

      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 received a tablet from this company they are telling me if I do not use my service I'm going to lose my service I have told them I do not get service in my home at my residence anywhere I barely get service with it in town I would just like to be able to have a service provider that I am able to use in my home if I have an emergency I mean on this tablet I don't have anything

      Business Response

      Date: 04/12/2024

      Dear Better Business Bureau, 

      Thank you for forwarding this complaint to us for review. We apologize for the inconvenience caused to the customer. Our services work from the wireless networks and unfortunately coverage does not reach all areas. We can see the customer transferred her service out cancelling the account with us on April 5th, 2024. The customer can still use the tablet on Wi-Fi if she got another provider that provides Wi-Fi coverage. The customer can also use the tablet anywhere Wi-Fi is available outside of the home. 

      Thank you, 

      Excess Telcom Support Team 

    • Initial Complaint

      Date:04/05/2024

      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 company will not stop calling me. I have blocked several numbers just for me them to call me from a new number. It can be 10+ calls in one day.

      Business Response

      Date: 04/12/2024

      Dear Better Business Bureau, 

      Thank you for referring this complaint to our office for investigation. We apologize for the inconvenience caused to the customer. Our records indicate that the customer called us on ****** and we removed her number from the system. The contacts to the phone number should not be resolved. 

      The customer can email us at ******************************** if there are further questions or concerns. 

      Thank you, 

      Excess Telecom Support Team 

    • Initial Complaint

      Date:04/05/2024

      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.
      The tablet the company gave me, my son who is autistic broke. I called the company for replacement, I was told I could buy a used or new one. I paid for a new one $50 dollars. I did change companies and called them to stop the order to get a refund. Since Oct of 2023 I have been calling to get a refund they always say they are going to do it in 2 weeks and nothing, I never got the tablet either. I just want my $50 please help me.

      Business Response

      Date: 04/12/2024

      Dear Better Business Bureau, 

      Thank you for forwarding this complaint to us for review. We apologize for the inconvenience and frustration the customer has experienced. Our payment processor indicated to us that the customer disputed the charge, and she won the dispute, so the funds were returned. The payment processer is Stripe. 

      The customer can reach us at **************************************** if there are any additional questions or concerns. 

      Thank you, 

      Excess Telecom Support Team 

    • Initial Complaint

      Date:04/03/2024

      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 received an email thanking me for signing up for thier service. I didn't sign up for anything from them. Don't know who they are or what they provide.

      Business Response

      Date: 04/11/2024

      Dear Better Business Bureau, 

      Thank you for forwarding the complaint to our office for review, we have cancelled the account associated with this email address. We apologize for any inconvenience to the consumer. 

      Thank you, 

      Excess Telecom Support Team 

      Customer Answer

      Date: 04/17/2024

       
      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,

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

    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.

    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.