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:03/14/2024

  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.

  Have been with ******* since the *** program started. My benefit was transferred to Excess Telecom without my consent and I had never heard of the company, did not talk to anyone nor request transfer in person, online nor phone calls. Got email from ******* stating my *** was removed as of Feb 7, 2024 without a clue. Emails and calls to *** inquired the status and informed my benefit was being transferred to Excess Telecom on Feb 6th (application date). Found out the benefit got transferred to another address rather than mine. Took me more than a month to restore and transferred back to ******* and had to pay out-of-pocket of $77.32 for my internet service while Excess Telecom had it. Reported to ************************ regarding the fraud as per *** specialist advised. Please NOTE the ***** ADDRESS USED to transfer my benefit IS *********************************************************.

  Business Response

  Date: 03/28/2024

  Dear Better Business Bureau, 

  Thank you for sending us this complaint. We apologize for the inconvenience caused to this customer. We have researched and found that the account is cancelled. The customer has transferred the *** Benefit out to another provider and away from Excess Telecom. Please provide the following instructions to the customer if they suspect identity theft.  

  
  The customer must call the *** Support Center directly to initiate a claim of identity theft. That number is **************.
  The customer must file a claim at www.IdentityTheft.gov and provide any details/documentation requested.
  The government will investigate the identity fraud claim and, if determined to be fraud, will provide documentation to the *** Support Center.
  The customer must call the *** Support Center back to initiate a new application for service and device benefit credit. Once approved, they must be enrolled with their preferred provider using the new application ID.

  Thank you, 
  Excess Telecom Support Team 

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21434439
  
  I am rejecting this response because: 

  It was a fraud transaction without my consent and knowledge.  My government benefit was stolen and transferred to Excess Telecom, thus I request a reimbursement to the monetary payment incurred to use my original boardband service with ******* for the period that was lapsed, by which the amount was enclosed in the previous attachment.  The time and effort I spent in this case and transferred back to ******* was obscured, that I had to inquired, made complaints and all in emails and phone calls.  Excess Telecom failed to verify the validation of application is unforgiveable.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/05/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this response to us. We only received one month of claims from ACP for this customer in the amount of $30 in total. We have processed a refund, and a check will be mailed to the customer within 2 weeks. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21434439
  
  I am rejecting this response because:
  will not close this case until refund check is received.  Thank you.

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

  Business Response

  Date: 04/12/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this response from the customer to us. We submitted the refund request for a paper check to be mailed on 4/5, it can take up to 2 weeks to be delivered. We look forward to hearing back from the customer when they receive. We are happy to re-issue a check after 4 weeks if not received by May 5th. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21434439
  
  I am rejecting this response because: I still have not received anything from Excess Telecom.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/14/2024

  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.

  I keep receiving text messages from Excess Telecom claiming I signed up for their service which I did not. I cannot get them to remove my phone number.

  Business Response

  Date: 03/21/2024

  Dear Better Business Bureau, 

  Thank you for referring the complaint to us for review, we apologize for the inconvenience caused. We have removed this phone number from our records, and this should stop all contact from Excess Telecom. Please allow up to 3 business days for the calls or texts to stop. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 03/22/2024

   
  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:03/14/2024

  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 have been receiving random text messages from these people but I have never done business with them. I have had the same number for years so I dont understand why Ive been getting these messages. **************** is a joke and I want them to stop texting me!

  Business Response

  Date: 03/27/2024

  Dear Better Business Bureau, 

  Thank you for sending this complaint to our office. We apologize for the inconvenience caused. We have removed the phone number from our records and this should stop all contact. If the consumer has any further questions or concerns they can email us at ****************************************. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 03/28/2024

   
  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:03/13/2024

  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 have been getting phone calls from this company nonstop for the past week, and every time I answer my phone the agent asks for someone named ********. They clearly have no idea that my name is ***** and that they have the wrong number, and I have no idea how they got my phone number in their system for a different person. I would like Excess Telecom to work on better validation practices for their user information and for them to stop calling me as well, as I regularly receive important phone calls on this number and their constant badgering despite my REPEATED requests for them to stop is becoming very disruptive.

  Business Response

  Date: 03/21/2024

  Dear Better Business Bureau, 

  Thank you for referring this complaint to our office for further investigation. We have removed this phone number from our records and this number should no longer be contacted by Excess Telecom. It could take up to 3 days for the calls to stop. 

  Thank you, 

  Excess Telecom Support Team  

• Initial Complaint

  Date:03/13/2024

  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.

  They were supposed to deliver a replacement iPad bcuz first one didn't work n that was told to me in And around of December ************** still have not sent it n the acp program isn't taking anymore applications for the program but they keep calling n also by *********** to see if I wanna continue w the program thru ********** I answer phone ***** them why they keep contacting me n asking but will nvr send the device I hope they aren't collecting any money for this n also they keep hanging up on me wen I ask them that but still keep calling me 5times a day true n they keep hanging up when I ask where the device is n I cannot switch to another company thanks to them

  Business Response

  Date: 03/21/2024

  Dear Better Business Bureau, 

  Thank you for referring this complaint to our office for review. We will make contact with the customer to reach a resolution. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:03/12/2024

  Type:Order 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.

  This company provides free tablets through a government program they originally sent me a defective tablet. I contacted them requesting a replacement they said it would ship and be delivered in 10 days. It's been 4 months and they keep billing the government and provide me no service. They even send my phone a reminder every month that my service will be disconnected if I don't use it and I don't but they don't disconnect or close the account like they say will happen. This company probably has hundreds if not thousands of accounts being kept active that are not being used and should of been deactivated due to over 30days inactivity.

  Business Response

  Date: 03/20/2024

  Dear Better Business Bureau, 

  We are very sorry for the inconvenience caused to the customer. Thank you for forwarding this complaint. We will ship the device and it should arrive within the next 7-10 business days. 
  
  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:03/11/2024

  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.

  these slime ***** showed up at my sons. he had a brain tumor. that has left him not capable of making decisions such as this one. there is a no soliciting in the complex for just this reason. he was trick into giving up information that he should not have given. /Now he is freaked out about being kicked out of his place. This is about as low as it gets. I have tried to call them five or six times and never get through. so Im sending this to you. people who take advantage like this need to be stopped.

  Business Response

  Date: 03/19/2024

  Dear Better Business Bureau, 

  Thank you for forwarding the complaint to our office for review. We cannot locate any information in our system with the information provided. We are happy to further investigate or research if we can get additional information. We apologize for any inconvenience caused by one of our independent agents. 

  Thank You, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:03/11/2024

  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 uses a spam phone number to constantly call harrass me that i havent used the internet tablet. I can't use their tablet because it no longer works, no internet. But the company said they'll send another one, never did. Been months. Now they are calling and harrassing me again. The company had no clue what happened to the replacement tablet. And they know i dont have internet working on their tablet, never replaced it. I believe this company is not legit. Harrasing people and knowing it full well. Sick.

  Business Response

  Date: 03/19/2024

  Dear Better Business Bureau, 

  Thank you for referring the complaint regarding delayed shipping to the account. Our records indicate that Excess Telecom shipped a replacement tablet and it was delivered in February via Fed Ex. We requested another replacement tablet be shipped and this should arrive within 7-10 business days. Additionally, we have removed the customer's phone number from our non usage notifications to stop the messages he is receiving. 

  Thank You, 

  Excess Telecom Support Team

• Initial Complaint

  Date:03/11/2024

  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.

  I never gave consent to share my identification and personal information. I called lifeline ACP customer service to disenroll and apparently I'm still "enrolled". Please help resolve this issue, excess telecome has violated my civil rights as to my personal information.

  Business Response

  Date: 03/19/2024

  Dear Better Business Bureau, 

  Thank you for referring this complaint to our office. We sincerely apologize for the inconvenience or confusion caused. We show that the customer has transferred her ACP Benefit to another provider and the account with ******************** was cancelled on 03-04-2024. The check is a refund for the remaining funds the customer paid for the advantage plan when signed up for service. The plan is $1 per month, the payment was for $12 and the account was active for 2 months, leaving a $10 balance. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:03/11/2024

  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 had a field agent come to my apartment from a friend's suggestion saying he could see if we qualified for a free (low income) tablet.. The field agent took my name and address info, never said anything about service. Only said he was checking to see if I could get a tablet.Never once did he mention anything about the company he represented or switching my gov provided service or creating an account. He transferred my cell service to this company. Created an account and everything, canceling my existing phone service and number ive had for 4+ years! Very misleading, borderline fraudulent assuming hes paid commission. ****** said sorry, offered no resolution and walked out the door saying its already been done, nothingi can do now. Spent 2 hours on the phone already with no resolution. This company is getting stealing government payments by creating accounts for people without their permission or even acknowledgement. At least in my case. Beyond ****** off I get to hopefully fix this tomorrow. Maybe. If you'd like more info just ask! This is not good business.

  Business Response

  Date: 03/19/2024

  Dear Better Business Bureau, 

  Thank you for referring this complaint to our office for review. We apologize for the inconvenience caused to *********************. We have initiated contact with instructions on how to resolve this matter from ******************************** and can coordinate a resolution with *********************. 

  Thank you, 

  Excess Telecom Support Team 

   

  Customer Answer

  Date: 03/24/2024

   
  Better Business Bureau:
  
  Although i cant cancel as instructed without loosing funding due to a 30 day transfer rule the response is appreciated.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************