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:03/11/2024

  Type:Delivery 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.

  Date of the transaction March 10,2024 I had purchased a tablet through Excess telecom and it asked to pay $11.00 in order for them to ship it they are claiming that there aren't anything from their side showing I paid the $11.00

  Business Response

  Date: 03/20/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this complaint to us for review. We are locating the refund & will process. The customer will have the funds refunded in 7-10 business days and we will email a confirmation to the customer. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:03/11/2024

  Type:Delivery 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.

  My device was damaged in December and I requested a replacement on January 21st 2024. I contacted them again after the required 14 business day period to check up on the status of the replacement I'd requested. I was informed that the device had not shipped yet but they would contact their warehouse and have my order expedited and moved to the front of the line for my patience. I contacted them again another week later to find that my replacement STILL hadn't shipped but that I was supposed to be receiving an e-mail to confirm my desired replacement device as the one I had was no longer available. Said e-mail never arrived. I contacted them again another week later to be notified that yet again my device hadn't shipped but that they were doing everything in their power to make sure that I would get it as soon as possible. Four days later I contacted them via their chat client where I was once again informed it had not shipped and that they would YET AGAIN escalate my replacement request. I asked to speak to a supervisor and was blatantly lied to by the representative in the chat. They told me that a supervisor wasn't available and that there were no supervisors working at the moment. After threatening cancellation they finally connected me to the illusory supervisor who refused to provide any solace regarding the situation other than offering to yet again escalate the replacement request. I called again yesterday the 7th of March to be notified that after a month and a half the replacement wasn't shipped and they could not provide me with a tracking number. As this is a government funded program by way of the **** I feel as though they are taking advantage of the public and not providing the service that they are reporting. I would like to keep my benefit through the company however at this point I'm beyond frustrated and transferring my benefits to a different company regardless of that fact I would appreciate receiving my replacement I ordered over a month ago..

  Business Response

  Date: 03/19/2024

  Dear Better Business Bureau,

  Thank you for referring the complaint to our office regarding the delayed shipping. We sincerely apologize for the inconvenience caused to *********************************. We have escalated the issue to our Shipping Team to get the replacement shipped out this week. The customer should receive the replacement within 7-10 business days.

  Thank You,

  Excess Telecom Support Team 

• Initial Complaint

  Date:03/08/2024

  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.

  My identity was used to place an order without my consent. On March 6, 2024, between 11:00 and 12:00 ****, I saw a guy standing by the Centro Hub in ********, ** *****, he had some iPads on the table and stopped to inquire about them. He stated that they were $20. So, I was interested. I told him upfront that I have SafeLink for phone service and ACP with Spectrum. He stated that what he was doing didn't have anything to do with ACP or SafeLink, and did I know that the program with ACP was ending? I replied Yes. He said that all he needed to do was verify that I received some type of government assistance. So, I said Yes I receive Food Stamps. At that time I repeated that I was with SafeLink and I didn't need a phone and I had ACP with Spectrum. He again stated that all he needed to do was verify that I received some type of government assistance. So, he was on the phone and I heard him say EBB, and he's putting a phone on the table. I said what are you doing? I'm familiar with EBB, I had that with SafeLink. So, I told him never mind I don't want the iPad, at this time, he turned his phone around and told me that he did not place an order. I said, are you sure? He showed me his phone to prove that he didn't place an order. Once I got home, I felt uneasy so I called SafeLink to make sure that my service wasn't changed. I called all three credit bureaus and froze my account and added a fraud alert to each one. Then on March 7th, I received an email from Spectrum that my ACP had been transferred to another company. Thats when I knew he had used my information without my consent to place an order and transfer my service. So, I called Spectrum, ACP and they gave me the name of the company that it was transferred to, and the Federal Trade Commission.After numerous calls to Excess Telecom, I finally spoke with a representative and requested the service be cancelled right away. Now, for ***** I won't receive a $30 discount.

  Business Response

  Date: 03/15/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this complaint to us, we appreciate this being brought to our attention and having the detailed account of what occurred. We have made contact with the customer from ******************************** to resolve this matter with the customer. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 03/20/2024

   
  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,
  
  Saurnthia ******

• Initial Complaint

  Date:03/07/2024

  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.

  From the first month until now 4 months later the provided device has been using data at a excessive rate. This month they alleged I used 25 gb of data. Which is ridiculous as the speed of my connection is less than 50 mbs which is the minimum for 4G service. Usually I have to reload webpages due to timeout errors. I've contacted the *** to investigate this matter of data skimming from this company. What's curious is this- this device has a dual SIM slot and even though it only has the Excess Telecom SIM another SIM is shown upon the about phone. It is not functioning yet it shows a IMEI number.I am growing very tired of contacting customer support of **********************. Strangely last month somehow someone paid 12 dollars to top up the data. I didn't do it. It's just weird.I also factory reset the device last night and according to the data monitor on the device I had 10 gb left of the initial 25. In less than 12 hours all of that data was gone.There is something very fishy going on with this company.

  Business Response

  Date: 03/15/2024

  Dear Better Business Bureau, 

  
  Thank you for sending this complaint to us for review. We have made contact with ****************** via email from ******************************** to authenticate his account so we can comply with his records request. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:03/07/2024

  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.

  I recently received a piece of mail from this company addressed to a: ************************* *********. This person has never lived here and has NO association with this address. When I contacted the company to find out how they retained my address for this person, I was asked for my birthdate and social security number. I told ******* that info was not needed as I am not a customer and asked him to look up the address. He kept insisting that I give my birthdate and social security number. This seemed very off to me. He then asked me for my last name, which I would not give either. I asked him what my personal info had to do with anything, especially when I am not a customer and wouldn't be in their system. I found it odd that he never asked me the name that was on the envelope. He then stated that someone probably used my address to have one of their products delivered. I then stated that they should be able then to look up my address. He again said that he couldn't look up anything without my birthdate and social security number. I then hung up as it seemed all fishy to me. I also never received any product, unless it was sent and stolen. I also filed a report with the ************

  Business Response

  Date: 03/14/2024

  Dear Better Business Bureau, 

  Thank you for referring the complaint of received mail for wrong person. We have thoroughly searched our system with the customers information and do not find any accounts under the name, address, contact number or email provided. With this being said we would recommend that the customer do return to sender on the piece of mail.

  Thank you, 
  Excess Telecom Support Team 

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21400776
  
  I am rejecting this response because:  I do not understand how they are not able to locate the person in question since the mail came directly from their address and was sent to the person in question with my address.  I also noticed that it appears to be a check.  So, you mean to tell me that they sent a check to the person in question, but are unable to locate a trace of it?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/24/2024

  Dear Better Business Bureau, 

  Thank you for referring this complaint to our office for further investigation. After review, we have no additional information to share at this time and our guidance remains the same. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21400776
  
  I am rejecting this response because:  I am not sure how you do not have any information in regard to said subject since the check was mailed by YOUR company to this person in care of MY address.  You mean to tell me that you have NO documentation on a check that you sent out with your company banking?  This is extremely suspicious, and I feel that you are not really trying to rectify the situation.  I already filed a report with the postal service as well as my local ************ I do not need any further response from you.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/07/2024

  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.

  This business will not stop calling. Everytime I block them they call back on a different number. My phone number is on the do not call list and I want the calls to stop.

  Business Response

  Date: 03/14/2024

  Dear Better Business Bureau, 

  Thank you for sending over this DNC Request. We apologize for the inconvenience caused to the customer. We have removed the phone number from our records, and this should stop all contact. 

  If the customer has any additional questions or concerns, they can email us at ********************************

  Thank you, 

  Excess Telecom Support Team  

  Customer Answer

  Date: 03/15/2024

   
  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:03/07/2024

  Type:Delivery 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.

  Never got my tablet delivered from before so I re applied hoping it comes in this time

  Business Response

  Date: 03/15/2024

  Dear Better Business Bureau, 

  We have an order for Tobias *******, and it will process on 04/01/2024. The *** has program rules state that you can only transfer one time per calendar month, we received the result back that he is approved to transfer in, but date eligible for transfer is 04/01/2024. We apologize for any frustration that ***************** has experienced, and he can email us at ******************************** anytime if he has questions. 

  Thanks, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:03/06/2024

  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.

  Around January of 2024, Excess Telecom switched my internet service from *** (Acct. #******************* to itself without any agreement or contact from anyone in this household.This resulted in Excess Telecom stealing a $30.00/mo. FCC "***" benefit that was being applied to our account by *** (under FCC *** Application #B67656-16305).Excess Telecom never provided any service, whatsoever, to us--it simply took our payment,without authority, from the FCC's *** program (*** continued providing service to us, but discontinued the *** subsidy).

  Business Response

  Date: 03/12/2024

  Dear Better Business Bureau
  
  Thank you for referring the complaint of *********************** to our office for review.  We appreciate this matter being brought to our attention. 

  Please be advised, we spoke to *********************** and were able to address his concerns. Excess Telecom apologizes for any inconvenience ******************* & family may have experienced regarding this complaint.
  We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ********************************************************. 
  
  Sincerely,
  
  Excess Telecom Support Team 

• Initial Complaint

  Date:03/06/2024

  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.

  3/5/24 around 12 pm I was approached by a young woman saying that she was giving away free phones & tablets, & did I have *** or Lifeline. I said yes but I'm currently with Cricket Wireless I said I was interested in getting a tablet but I don't trust many people with my information because I have been identity theft 3 times she said that if I do not get approved that my information will be deleted from her system I said okay she took my information down and told me I did not qualify for the tablet but I qualified for the phone I told her I do not want a phone I already have a phone with Cricket Wireless I told her that because she told me if I did not get approved she would delete my information from the system. 3/5/24 1 pm, I get a text message from Excess Wireless saying welcome to Excess Wireless. I called the *** program and told them this was fraud they advised me to call the ************************ and file a complaint and to call Excess Wireless and to have them unenroll me. I called spoke to a rejoice who told me she did unenroll me confirmation number D030620241285 I then asked for a Manager/Supervisor so I could file a complaint against the employee of Excess Wireless on record who committed the fraud (********* but it was a Woman who Lied to me). Rejoice kept putting me on hold saying no Manager/Supervisor was available after around 5 minutes of this I hung up. I want Excess Wireless to contact me so I can verify that the unenrollment actually happened (I was lied to once by the woman on the street & so I can file a complaint against *********). ************ ********* will be notified about this Fraud!!!!.

  Business Response

  Date: 03/13/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this complaint to us for *************************.  I can confirm that the account is cancelled, and we have de-enrolled ************************* from the *** Program per his request on March 6, 2024.  He can also contact the government *** ************** at ************. 
  

  The customer can email us if he has additional questions or concerns at ******************************** 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 03/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I accept this response Partly. I requested that someone from Excess Wireless Call Me because of the ************************* from the girl lying to me when she took my information & about The Manager/Supervisor Refusing to Come to The Phone so I could file a complaint against ********* on record. I see now where The Girl who lied to me & that Manager/Supervisor (Who's Job it is to Assist People) Gets Their ************************* Training & Skills From. SHAMEFUL, SHAMEFUL ALL AROUND. Thank you.

  Mr. *************************.

• Initial Complaint

  Date:03/05/2024

  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.

  I have never heard of Excess Telecom until a few days ago. My internet provider informed me when I called to dispute the amount of an automatic payment. I was told that my bill was that amount since November 28th because my ACP benefit was transferred. I was told to contact ACP to find out who it was transferred to. I was told it was Excess Telecom. I have never applied for anything through them or received anything from them. I called and after hours of hold and being hung up on several times i still havent been able to get answers. I have lost out on my benefit since November ( 5 months)because of this.i believe this is a scam of sorts because I have not signed up for anything

  Business Response

  Date: 03/13/2024

  Dear Better Business Bureau
  
  Thank you for referring the complaint of the consumer who never ordered service to our office for review.  We appreciate this matter being brought to our attention. 
  
  Please be advised, we spoke to *********************** and were able to address her concerns. Excess Telecom apologizes for any inconvenience ******* may have experienced regarding this complaint.
  
  We trust that this information will assist you in the closing of this complaint. Should the customer have any further concerns, they may contact customer service at ********************************* Thank you.
  
  
  Sincerely,
  
  Excess Telecom Support Team