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:03/04/2024

  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.

  Hello, I'm getting numerous calls from excess telecom 10 calls a day!! Please do not call me! I have blocked them several times but keep calling on different numbers.

  Business Response

  Date: 03/11/2024

  Better Business Bureau, 

  Thank you for forwarding the complaint for *********************. The phone number that the consumer listed has an extra digit. Can you please validate what phone number the consumer would like removed from our records? Here is the number that come through on the complaint. 

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

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:03/04/2024

  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.

  i ordered a tablet and paid for it over 2 weeks AGO! STILL NO TABLET OR ANSWER FROM CUSTOMER SERVICE

  Business Response

  Date: 03/11/2024

  
  The Excess Telecom Support Team contacted the consumer regarding a notice received from the Better Business Bureau. Excess Telecom communicated with the consumer and shared the details of the resolution reached. The consumer can contact us at ******************************** if they have additional questions or concerns. 

• Initial Complaint

  Date:03/03/2024

  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 paid $25 for a replacment tablet on 11/02/2023 and still to this date have not received the tablet ******* fu____ months and still haven't received it how does this company stay in business

  Business Response

  Date: 03/15/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this complaint to us for review. We appreciate you bringing this to shipping issue to our attention. Our records show that a package was delivered on 1/27/2024 via Fed Ex. If *********************** has any additional questions or concerns, he can reach us via email anytime at ********************************. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 03/16/2024

   
  Complaint: 21378871
  
  I am rejecting this response because: that tablet was shipped to the wrong address and excess telecom already knows that and I. Already had reported that to fed ex and to excess telecom numerous  of times ...this phone company need to shut down they are so in professional and have poor communication skills and have horrible work ethnics to be in business so they need to stop acting dumb and be more professional in how to manage and run a business 
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/26/2024

  Dear Better Business Bureau, 

  Thank you for sending the additional information to us. We are very sorry for the inconvenience and frustration caused to our customer. We show the account is no longer active as of today and have no additional information that we can share at this time. 

  Thanks, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21378871
  
  I am rejecting this response because:
  Their full of bs how can my account not be active when I'm on the *** program which is funded by the government second if my account is no longer activated that should not have any bearing  on  me receiving the tablet I purchased when the account was active back in 11/02/2023 im going  to have to send the  company a letter of intent to sue  which is the avenue I'm going to have to take now it's the principal of the matter that I'm looking at now ...
  
  
  ***********************

• Initial Complaint

  Date:02/28/2024

  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 had seen an advertisement on ******** about receiving a free phone and tablet with 15G data for $0 and you qualify if you had snap benefits. Well I have snap benifits so I applied for the phone and tablet. well now they're saying that I could only get a tablet which is not what the advertisement said and I took pictures the advertisement and everything and I called them and told him that I didn't want it if it didn't come with the phone and a tablet because that's what I need. And they keep trying to tell me that I need to pay $23 for the tablet and it's already been mailed out. Then when I requested for it to be canceled the first time I called the guy they transferred me to to cancel it said that he didn't know what they were talking about that I did qualify for both. And then they started telling me again that I was only getting a tablet with 10G of data and it already been mailed out and that I needed to pay $23. So I explained to him that I was supposed to be getting a tablet and a phone that had just had this whole conversation with another representative less than a week ago and I had asked for the person's name and stuff and they told me that whenever I called in I wouldn't get back to them that it would just be notated in my account. Well today I received an email saying that my service was going to be terminated because I hadn't used it well it's because it hadn't received the devices yet so I clicked on it anyway and it told me to call a number so I did. So now they're back to trying to tell me that I just get a tablet and I think that's false advertisement and I just don't think it's right. They should have to honor what they are advertising.

  Business Response

  Date: 03/06/2024

  Hi! 
  We are so very sorry for the confusion; I do have approval to send you a tablet at no charge to resolve but your account is closed, and we cannot ship product until the account is active. We'd love for for you to reapply and contact us back at ******************************** to get the tablet (in addition to the phone). 

  If you would like to take advantage of this just refer to your BBB complaint and request the email, be forwarded to ***** (Customer Experience Director) and we can make this happen. 

  All our best, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:02/28/2024

  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.

  Hi I signed up with assurance wireless to get a phone and a tablet I have not received anything they are telling me that I did receive the phone but I havent also I paid the $11 for the tablet and I have called numerous times to no avail this place must be a scam. They take your money and never send anything and then when you call they dont know what the heck is going on they just keep saying the same thing I have now put my *** with ******* for Internet so closed out the *** on this account, I paid them $11 on December 5th. 2023 I gave up calling because I dont get anywhere with these people. If I could get my $11 back they can keep their lousy tablet when I check on my account with them it says that they received the money. I am sending you a snapshot saying that they received the $11 I have no way to look up anything it just keeps going back to the same page. I have a code number they gave me it is B-*****-***** that was on November 17, 2023. The phone number they have is **************. I also have a date written for November 30, ************************************************* please feel free to do so I am on Ssi my income is low but I thought $11 to get a tablet would be great please can you help me somehow get my $11 back. Thank you very much *********************** ************

  Business Response

  Date: 03/06/2024

  Hi, 

  We are so sorry for the terrible experience you had with signing up with Excess Telecom. We are processing the refund to the payment method you used, you should get the refund within 7-10 business days. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:02/27/2024

  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.

  January 31 2024 I spoke with a gentleman who helped me cancel my application for a tablet, but he also informed me that I was eligible to get a phone instead so I agreed to pay for it at the cost of $11 for the phone. I waited the 7-14 business days as told before I called to check the status of my order because I never received any emails or texts updating me on my order. The first time I called I was told that they couldn't find me or an account for me that I needed to go online and do the live chat opinion so I tried getting live chat to work on 3 different phones plus a tablet and it wouldn't work. So I waited a couple more days and called back I was told that I wasn't going to be getting either because I wasn't eligible for them. I never got a refund for the product I paid for and can't seem to get ahold of a actual person to speak with about getting me a refund.

  Business Response

  Date: 03/05/2024

  Hi, 

  We are very sorry for the inconvenience. We are locating your payment and processing a refund. You will get your refund in 7-10 business days. 

  Thanks, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 03/05/2024

   
  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:02/27/2024

  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.

  On 2/23/2024 was the third time I've had to bring on service back to excess wireless. From some company that keeps trying to take my service. Even the customer service couldn't even find a phone number for this company. I looked it up and it was called U2 connect even called them made them delete whatever account that was made. They had all my information before I even gave it to them in front of them. I keep getting emails to keep my service active once I click to stay with excess two days later it's transferred out. My identity wasn't stolen unless they sold it to someone. If they try to transfer my service again illegal I'm turning them into the attorney general office in ************. If this excess is a scam then it should be shut down. I like having the service but the excuses are horrible. All I'm asking for is my service to stop be transferred to someone else when there computer or whatever is doing it. It's not me doing it. They only why this is happening is excess is a scam company to steal your information for someone else. Like I said all I ask is my service to stay active and stop letting others keep trying. Im starting to believe excess is selling you information to other companies. When even on there computer they can't even find a real phone for the company that's doing it to your account. The attorney general office agrees to try this first and if this doesn't make excess stop and keep my account active and stop this excuse stuff. When I'm not doing anything then they will take the full complaint and look for fraud because no matter what you will have information on file as a business about transferring etc. Not keep saying we have no record on who's doing it and can't stop it if it keeps happening. You just have to call us back. I just want my service to stay active.

  Business Response

  Date: 03/06/2024

  Hi, 

  We are so very sorry this is happening to you and sincerely apologize for the frustration. We assure you that we also want this to stop as much as you and we want to keep you active. Excess tries try to find was to prevent customers from transferring out. We do not want you to cancel. This government program allows you to transfer your benefit to another company (which I know you are not initiating). We are PROHIBITED from the government from blocking the transfer out. Our recommendation is to take the following actions.  

  The customer must call the ****************** 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 ******************.
  The customer must call the ****************** 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: 03/06/2024

   
  Complaint: 21351932
  
  I am rejecting this response because:
  For only one reason I had to yet transfer this service back to my tablet again this morning. These responses are computer generated. If what the lady told me today is true and also what she put on my account as a note. That no one is aloud to try and take my account again unless it over the phone and it is me. No online transfers without a phone call first. Within a few weeks this doesn't happen again I will be happy and it will be resolved until then it is proven it stops. This will not be resolved and then will be turned into the attorney generals office in ************ for fraud and fraud of government services , along with money they get for the service. Again if it stops this time then they can send another thing on here and I will say it was resolved. I will not know if it stops for at least 7 to 10 business days. They was told on the phone of it happens again I'm taking other legal action. If it doesn't then it's resolved I'll close this case with the BBB
  Sincerely,
  
  ****************************;

  Business Response

  Date: 03/07/2024

  Hi, 
  I understand how frustrating this is for you, but this is really outside of our control. We try to prevent customer issues and try to make your experience great with **, if we could stop this, I promise we would. Excess Telecom cannot stop another company from fraudulently taking your benefit from us without your consent. Additionally, these responses are not computer generated, I am a Director at Excess Telecom and handle each complaint manually and type each response myself without help of Artificial Intelligence or any computer-generated replies. 

  The best guidance we can give you to make this stop is to follow the instructions provided. We truly do want to keep you as a customer; but cannot prevent the actions of another company incorrectly taking your government benefit, this is beyond our control. 
  

  All our best, 

  Excess Telecom Support Team 

   

• Initial Complaint

  Date:02/26/2024

  Type:Sales and Advertising 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 now received 2 different text messages from ************ Excess Telecom. The first one states "confirming that $0.00 was successfully paid for your Excess Advantage plan upgrade today. Please remember to regularly use your Excess Telecom data plan"9 days later and I have received a message saying "Dear *******, We are sad to see that your Excess Telecom Wireless ACP benefit was transferred out to a different service provider. If you do not want your free internet service transferred to another company and wish to continue receiving service through Excess Telecom Wireless, click on **************************"I am not named *******...I did not sign up for anything from Excess Telecom. I want my name and number removed from their system.

  Business Response

  Date: 02/26/2024

  Hi there,

  You are correct, your phone number was mistakenly added to one of our customers' accounts as the contact number incorrectly. We have removed your phone number from our system and apologize for the inconvenience. This should stop all contact from us. 

  
  Thank you!

  Excess Telecom Support Team 
  

  
  

• Initial Complaint

  Date:02/26/2024

  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.

  I keep getting text messages about using my tablet to ***********, but I have not even heard of this company until I started getting messages from them nor have I gotten a tablet from them. I dont even have a tablet at all. I believe someone used my phone number for their service and I want it stopped.

  Business Response

  Date: 03/05/2024

  Hi ****,

  I am very sorry for the inconvenience. I reviewed the account with your phone number, and it is in a totally different name with a different physical address. I think it was probably just a case of a typo on the phone number and we got yours on this account in error. Please accept our apologies. I have removed your phone number from the account which should solve the issue.

  If you need anything else, you can contact us directly at *****************************************

  Thank you,

  Excess Telecom Support Team 

  Customer Answer

  Date: 03/05/2024

   
  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:02/25/2024

  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.

  Extremely rude call center staff, tried to call to make a complaint about excessive texts messages and calls and to try to resolve being harassed constantly just to confirm continuation of service kept getting hung up on and could hear them laughing I definitely do not suggest signing up for this service for this reason and would like an honest apology as well as a resolution in regards s to continuing service without being harassed constantly also the *** service to confirm continuing service is broken Ive received 5 text messages and 3 calls in a week alone

  Business Response

  Date: 03/15/2024

  Dear Better Business Bureau, 

  Thank you for sending this to us for review and bringing this matter to our attention. We truly apologize that our call center agents behaved so poorly. Excess Telecom appreciates having *************************** as a customer and want to make this right. I have removed his phone number from our non-usage prevention campaigns. As a reminder it is required by the government that customers use their service one time per month. If the service is unused for greater than 30 days, we must de-enroll the customer from the program. 

  Thank you, 

  Excess Telecom Support Team