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:04/01/2024

  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.

  Paid and was approved for tablet and phone only received phone and was told that money I paid won't be refunded and won't receive tablet website plainly stated I would and gave specific charges for tablet

  Business Response

  Date: 04/10/2024

  Dear Better Business Bureau, 

  Thank you for sending this complaint to us for review, We will ship a tablet and the customer should receive within the next week via Fed Ex. We apologize for any inconvenience this may have caused the customer. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:03/28/2024

  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 applied for a tablet in August. When it came, it was defective. It kept shutting off. I called and was told I had to wait 3 months to request a replacement. In the meantime the charger melted into the tablet and it cant be used at all. I applied for a new tablet in October and I still have not received it. I call every two weeks and they tell me my order has been expedited and I should have it within two weeks. Its now been 5 months. I understand the program is ending and I feel they are trying not to have to replace my tablet.

  Business Response

  Date: 04/04/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this complaint to us, we apologize for the inconvenience caused and the delay. We have moved this request to the front of the shipping queue and the customer can expect to receive tablet within 10 business days. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:03/27/2024

  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.

  On February 7, 2024 I signed up for service with Excess Telecom through a field agent named ***********************. ***********************, if that's his real name, lied and told me the only option I had was to sign up for the Advantage Plan, which cost $12.00, plus $11.00 co-pay for a tablet. He actually stated it would be $25.00, until I asked him to give me a price breakdown. During the application process, ***** put a fake phone number for me on my application, and a fake email address. By doing so, I never received any correspondence from Excess Telecom about my service, and this also made it very difficult to contact customer service to inquire about my account. Reaching an agent through the chat on their website is nearly impossible, and they give you the run around as well. After a month and no sign of the tablet that I purchased, I did some research online and finally found a phone number for the company, which they do not have published on their own website (that should tell you a lot about the trustworthiness of this company). On 3/8/2024 I spoke to an agent who informed me that the tablet should have been given to me at the time I signed up. They also confirmed that in fact the agent had put in a fake phone number and email address, so they corrected it. They also informed me they would send out the tablet and refund me the Advantage plan, which I never intended to sign up for, and the tablet copay. All this was supposed to take a week, as they said it would be expedited. It has now been almost two months, they have been getting $30.00 per month from the Affordable Connectivity Program on my behalf, yet I have been with no service this whole time. I have been paying full price with another service provider, which I could have been using my ACP benefit with instead. To date I have contacted Excess Telecom eight different times (between 2/7/2024 - 3/20/2024) to resolve this yet they do not give clear answers on when this will be resolved.

  Business Response

  Date: 04/04/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this complaint to us for review. We apologize for the inconvenience caused to our customer. We are refunding the $23 paid and will mail a check to the customer. Please allow up to 2 weeks for the check to arrive. Our records indicate we received one month of the *** Benefit for this customer. We will send a correction to reverse the one-month claim. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21491967
  
  I am rejecting this response because:

     Excess Telecom has not addressed the main issue of my missing tablet. This company received $100.00 from the *** Program on my behalf to provide me with a tablet. They've told me on numerous occasions that the tablet will be shipped to me however to date they have not done so. They refuse to address the concern regarding the field agent that lied to me and deceptively signed me up for an upgraded Advantage Plan. The field agent is still at the same location practicing the same deceptive practices that this business condones.

     I need the tablet that should have been given to me to be shipped to my mailing address on file. Furthermore, even with a supposed "correction to reverse the one-month claim", the *** Program will not go back and give those funds to my current service provider. I request an additional $30.00 refund, for the one month of service that I lost out on. If I do not receive these by the end of the month, I will file a lawsuit in small claims court to address this matter once and for all. To other potential customers, read my complaint, as well as others, and see the pattern with Excess Telecom, then proceed with caution.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/12/2024

  Dear Better Business Bureau, 

  Thank you for sending this response to us for further investigation. We apologize for the frustration regarding this matter. We provided the information to the appropriate teams for action on April 4th, 2024 in terms of the sales agent. We have added our best 10-inch tablet to be shipped via Fed Ex and the customer should receive this within the next 7 business days. Additionally, we will mail a second check to the customer in the amount of $30, this can take up to 2 weeks to arrive. We hope this resolves this matter to the customers satisfaction. 

  The customer can reach us directly via email to ******************************** if the customer has any additional questions or concerns. 

  Thank you, 

  Excess Telecom Support Team

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21491967
  
  I am rejecting this response because:

  I'm reaching out in regards to Complaint ID: ********, I've been waiting
  for over two months for a check from this business, which was promised in
  their responses to my complaint.
  
  They've sent one check in the amount of $23.00 (1 month past the time frame
  they gave), the other promised check was in the amount of $30.00, which has
  yet to be sent even though the time frame the business gave has passed
  (again, by over two months). Please reopen this complaint.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/03/2024

  Dear Better Business Bureau, 

  Thank you for the inquiry. We have contacted the customer via email to resolve this issue. 

  Excess Telecom

   

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21491967
  
  I am rejecting this response because: The business has not emailed me as they stated in their last response. Furthermore, they've ignored an FCC complaint as well.

  On 4/12/2024 Excess Telecom promised to mail a second check to me in the amount of $30, which they stated can take up to 2 weeks to arrive. It is now July 5, 2024 and the $30 check has not been sent.

  They also stated I can reach out directly via email to ******************************** if I have any additional questions or concerns, which I have done so, and yet they've completely ignored.

  This business has deceptive practices. Beware.

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

  Business Response

  Date: 07/25/2024

  Better Business Bureau, 

  Thank you for making us aware of this. We are issuing a new check for the customer and it will be sent via mail. 

  Excess Telecom

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21491967
  
  I am rejecting this response because: Hello,
  
  I'm reaching out in regard to Complaint ID: ********. I REJECT their last response.
  
  I've been waiting for over four months for a check from this business, which was promised in their original answer to my complaint.
  
  Today, I received an email informing me Excess Telecom is "re-issuing" a $23.00 refund check. This check does not need to be re-issued! The original check is in my possession.
  
  They've sent one check in the amount of $23.00 already. The other promised check is supposed to be in the amount of $30.00, which has yet to be sent even though the time frame the business gave has passed (by over four months). Please reopen this complaint.
  
  Again, I am expecting a SECOND check, in the amount of $30.00.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/15/2024

  Dear Better Business Bureau,

  This customer should have received their refund by 8/14. If the subscriber has any further questions, they can reach out to our Support Team. We would be happy to assist! 

  Excess Telecom

• Initial Complaint

  Date:03/25/2024

  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 was ask if I qualify for snap by person giving out phone and tablet at the access ******* office in ********* ** . My information was used to qualify for a tablet which I was told is free and come with **** data mins and text . One month after I got mail from ******** saying I have received a free phone and I have free talk ************* I did not receive a phone and the tablet did not work .My information was used and transferred to a phone with the number *********** . The agent used my information and keep trying to transfer my services to a mobile phone with out my knowledge. I called the acp and was given the number for the company excess telecom who was using my information. After speaking with an agent from that company the agent told me to file a identity theft complaint because who ever signed me up is using my information and the company keeps transferring with out my knowledge. I was told that my information would be wiped from the company account but they lied n keep transferring my services to a device that I dont have .

  Business Response

  Date: 04/02/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this complaint to us for review. We will contact the subscriber using email address ******************************** with an update and resolution. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21478760
  
  I am rejecting this response because: They did not help the issue I was told to file identity fraud with a government agency . This will not prevent my service from been transferred to another device and my information is still with the company because I call multiple time and was told they cannot delete my i formation from there system . They did not help and I fear my account information transferred again to another device to a fake number and email using my information.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/11/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this complaint to our office. We have blocked reactivations regarding this subscriber's information. Government rules require retention of account history, and we are unable to delete records. We found no active accounts and have blocked activations. We apologize for the inconvenience. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:03/25/2024

  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 have been waiting for almost 60 days and counting to receive the replacement of a defective tablet I received from Excess Telecom when I started services with them.I have called several times to check the status of my order , and representatives and supervisors have given me the same excuse over and over again: their orders are delayed due to to many order to process.During my penultimate phone called (almost 10 days ago) I spoke with ****, a supervisor. He told me that he personally expedite my order. On 03/21/24, I called and requested to speak with ****. He refused to talk to me because, according with the representative who answered my phone call, my tablet have not been sent yet.

  Business Response

  Date: 04/02/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this complaint to us for review. We apologize for the inconvenience caused to the customer. The account has been cancelled effective March 28th, 2024. We currently do not ship to inactive accounts, so I am unable to proceed with escalation process for shipping the replacement tablet. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21478338
  
  I am rejecting this response because last 03/28/2024, I called and spoke with the representative ****. I asked him that If cancel my account with ********************, I would be receiving the tablet. He answered categorically: "YES, If you cancel your account you would be receiving the tablet, anyways. since the tablet was your". I requested to speak with a supervisor to verify that what he was telling my was true and he told me that there was not supervisor available to take my phone call.
  Then, I decided to cancel my account.

  My decision was based on the information **** gave me. Please, check my phone call with ****, last 03/28/2024 and verify if that what I am telling you today is true or false.

  Thanks..
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/05/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this response to us for review. After reviewing and considering this additional information, we will honor what the agent quoted the customer and ship the tablet within 7-10 business days.

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 04/05/2024

   
  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:03/25/2024

  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.

  I am currently in college and receiving ********* therefore I was told that I qualified for a free tablet and that I just needed to pay $23 for the activation and delivery fee so I paid the $23 and now the website where I signed up cannot locate my account;however, I do have proof that $23 was indeed taken out of my bank account even though they apparently have no record of me!!

  Business Response

  Date: 04/02/2024

  Dear Better Business Bureau, 

  Thank you for sending this complaint to us. We have located *******'s account. The tracking number for Fed Ex is 272573966013 and shows delivered on March 29th, 2024. The account has data usage. I believe this indicates that the issue has been resolved. We apologize for the frustration.  

  Thank you, 

  Excess Telecom Support Team  

• Initial Complaint

  Date:03/25/2024

  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 was sent a tablet and excess telecom company refuses to take it back and constantly harasses me with calls and emails stating I owe them money. They also received monies from my acp program from my current provider in the amount of $30.00 without my consent. It caused my current bill with my provider to go up $30.00 per month and caused a hardship as I am disabled and it causes stress and health issues. They never take no for and answer and refuse after several attempts to rectify the issue. The tablet has been returned and I'm still receiving unwarranted calls to the point its interfering with sleep and disturbs me daily. I have asked on several occasions for this company to cease and desist all unwarranted calls and emails but my pleas go unanswered. I want this matter rectified in a timely fashion. This has become overwhelming. I am asking the $30.00 be returned to my current provider and that the harassment with the calls and emails stop immediately.

  Business Response

  Date: 04/02/2024

  Dear Better Business Bureau, 

  
  Thank you for forwarding this complaint to us for review. We will contact the subscriber using email address ******************************** with an update and resolution. 

  
  Thank you, 
  Excess Telecom Support Team 

  
  

• Initial Complaint

  Date:03/22/2024

  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 have not received my tablet and I paid for It on the 8th it should have already been here from what yalls people told me.

  Business Response

  Date: 03/28/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this complaint regarding the paid replacement shipping delay. We have made contact with the customer and updated her on the shipping status from ********************************

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 03/31/2024

   
  Complaint: 21470626
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/01/2024

  I take my complaint back.

• Initial Complaint

  Date:03/18/2024

  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.

  Excess Telecom called to get me to sign up for a tablet through ***. I told them I was happy with the company I had *** with and have had it since the *** program started. The agent started talking really fast like I was applying for their services all the while I was saying NO, NO NO! He ignored me and the next day I got an email my *** had been transferred to Excess Telecom. I did not apply and did not accept any communication with them. My *** discount was reversed for Feb with Xfinity and *** was cancelled with Xfinity I cant get it back to Xfinity. I never transferred from Xfinity. No one can help me. I never wanted Excess Telecom! Please help me! I want the *** program back to Xfinity

  Business Response

  Date: 03/26/2024

  Dear Better Business Bureau, 

  Thank you for referring this complaint to us for review. We apologize for the inconvenience caused to the customer. The customer would need to contact Xfinity to perform the transfer of the *** Benefit. The program is set up this way by the government. Xfinity can perform the transfer in and has to initiate the request. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:03/18/2024

  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.

  Excess telecom didn't provide me with the correct ACP phone service that they told me they would

  Business Response

  Date: 03/26/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this complaint to us for review. We will make contact with the consumer from ******************************** to get more information. 

  Thank you, 

  Excess Telecom Support Team