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:01/27/2025

  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 received the following text multiple times. I don't know what this is no have I applied for it. Can you tell me what this about. Excess Telecom MSG: You haven't used your **************** in 15 days. To keep it, connect to the internet from your device using data (not WiFi) once per month. Or reply YES to this text to keep your service. Reply STOP to opt out.

  Business Response

  Date: 02/06/2025

  Dear Better Business Bureau, 

  Thank you for making us aware. The number was added as an alternate contact under a different customer name. We have removed the alternate number from the account to prevent any further contact. Theres also no active account with ******************** with the contact information given. If there are any further concerns, please contact our Support team.

  Excess Telecom

• Initial Complaint

  Date:01/23/2025

  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 recently got Excess Telecom after Q Link fell due to fraud, and I was promised fast speeds.I am currently getting up to 8 KB/s A fair comparison is Dial up Internet is 56kb/s I am getting slower speeds than Dial up and I haven't even used 4 gigs of data

  Business Response

  Date: 02/18/2025

  Dear Better Business Bureau,

  Thank you for making us aware, and we sincerely apologize for the frustration experienced. We understand how disappointing it can be to expect fast service, especially when you've been promised faster speeds.

  We certainly don't want anyone to have a slower experience than what was promised. There could be a few reasons for the lower-than-expected speeds, such as network congestion, issues with the location, or temporary problems on our end.
  To help resolve this our support team will reach out to: 
  Review your account to check if there are any technical issues we can resolve.
  Provide troubleshooting steps to improve your speeds, or let you know if there is any action needed on your device.
  Offer a solution to ensure the experience meets your expectations, whether that's investigating alternate network routes or offering additional support.
  Please feel free to reply to our email with any other specific details that might help (like your location or device type), and we will escalate the issue right away to ensure we get it resolved quickly.
  We appreciate your patience and are committed to providing you with the service you've been promised.

   

  Excess Telecom

• Initial Complaint

  Date:01/22/2025

  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 filed a complaint last December 13th, 2024 about Excess Telecom-or unauthorized person opening a cell phone-device application without my consent. Why are you telling me that I am filing against the wrong company. I have the *** card but not the cell phone. Complaint-File Number: ******** 12/13/2024

  Business Response

  Date: 01/30/2025

  Dear Better Business Bureau,

  Our records indicate an online application for the Lifeline Program with Excess Telecom powered by IM Telecom on 10/30/2024. As requested, we have closed the account, and we have blocked the information from being used on any future enrollments with Excess Telecom. If you believe you were a victim of identity theft, please visit ************************************;

  Excess Telecom 

   

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22843251
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 02/13/2025

  Dear Better Business Bureau,

  Thank you for making us aware. Our records indicate an online application for the Lifeline Program with Excess Telecom powered by IM Telecom on 10/30/2024. As requested, we have closed the account, and we have blocked the information from being used on any future enrollments with Excess Telecom. The account is cancelled. If you believe you were a victim of identity theft, please visit ************************************;

  Excess Telecom

• Initial Complaint

  Date:01/17/2025

  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 company keeps sending me texts about my service. I dont have any service with them. Ive never heard of them. *** never purchased anything nor have I ever inquired and opted to give them my information. I keep reporting them as junk, and have responded No to their unsubscribe directions, yet I still receive text messages. STOP.

  Business Response

  Date: 02/06/2025

  Dear Better Business Bureau, 

  Thank you for making us aware. The number was added as an alternate contact under a different customer name. We have removed the alternate number from the account to prevent further contact. We do not have a record of a customer with the personal information shared with BBB as one of our customers. If there are any further concerns, please feel free to reach out to our Support team. 

  Excess Telecom

  Customer Answer

  Date: 02/06/2025

   
  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:01/16/2025

  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 have been receiving text messages from Excess Telecom (SMS/MMS # *****) since November 2024, regarding activating my account (I do not have an account with them), keeping my **************** (I have not signed up for any such service). Blocking the number or entering "STOP" has not stopped my receipt of these messages. Their customer support number is always busy with "an unusually high call volume" and their online chat service portal is of no help. I want to make sure that my information has not been compromised and that someone isn't illegally using my identity for this service.

  Business Response

  Date: 02/04/2025

  Dear Better Business Bureau,

  Thank you for making us aware of this. We have located this phone number under a different account as an alternate contact phone number. This number has been removed from our system and they should not be receiving further communication. 

  Excess Telecom

• Initial Complaint

  Date:01/13/2025

  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 MSG: To keep your ***************** connect to the internet from your device using data (not WiFi) once per month. Or reply YES to this text to I get this and From CPUC: A recent error caused your California LifeLine benefit to be improperly moved to IM Telecom. Please go to the following link to view your options. I recieve these texts several times a month for past yrs+ Are they legitamate? I fid recieve a SKY tablet so i am cinstantly replying YES. Then sometimes less than week later il reeieve it again

  Business Response

  Date: 01/22/2025

  Dear Better Business Bureau, 

  
  Thank you for your inquiry regarding the legitimacy of the Lifeline-related messages received by Ms. ***************** review of the information provided, we have confirmed that Ms. ******** is an active Lifeline customer. The contact details associated with this account, including her name, address, phone number, and email, match the information provided in your communication.
  Additionally, based on our records, the messages in question are legitimate notifications sent to comply with Lifeline program requirements. These messages serve as reminders for customers to maintain their eligibility by using their ***************** either by connecting to the internet via data (not WiFi) or by replying "YES" to the notification text.
  Should Ms. ******** have any additional concerns, she is welcome to contact our customer support team directly for assistance. We are committed to ensuring a seamless experience for all our customers.
  

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

• Initial Complaint

  Date:01/07/2025

  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 was asked if I would like to enroll in a lifeline phone at the ****** at ******************. I did enroll and the man said that I was denied, a few days later. I found out that I was actually approved. Please don't tell me that I probably got a sim card when I'm telling you that I didn't Sending...I don't have the *** card!!!!!!!!!!You need to send me the *** card or disconnect my service Jinky Thank you for waiting. Upon checking, it was confirmed that you have an active *** Card with us. Perhaps you applied through a Field Agent for a new *** Card last 11-29-2024?Yes the field agent told me that I was denied, and a couple of days later I found out I wasn't denied I was approved. He never gave me the *** card But it is listed as active on this website, but with a different mailing address and a different email address He stole my sim card 14 minutes ago Agent profile picture Very upset.I don't like my information to be accesed by an unknown person 10 minutes ago Agent profile picture Jinky I sincerely apologize for the inconvenience. Please allow our designated team some time to activate a new *** Card for you. We will notify you via email/SMS as soon as we have the tracking info.Apart from this issue, is there anything else I can look into for you today? Id be happy to answer any additional questions you may have! This company should not allow people who would do this work for them. Do they still have the old sim card using it 8 minutes ago New Messages Agent profile picture Jinky I am very sorry for the inconvenience this may cause you. Upon checking, the *** card is still with them. However, once you have your new *** card, the old *** card in their possession will automatically be ************** the meantime, is there anything else I can assist you with? Thank you for contacting Excess Telecom. Let me know if you have any further questions! If theres nothing else, feel free to close the chat. Have a great day!

  Business Response

  Date: 01/15/2025

  Dear Better Business Bureau,

  Thank you for making us aware. 

  We were in the process of shipping a replacement SIM card; however, it appears that the account has since been deactivated due to a transfer to another provider.
  If this transfer was unintentional or if you need further assistance, please let us know. We would be happy to resolve this. 

  Excess Telecom

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22776530
  
  I am rejecting this response because:
  
  Sincerely,
  
  Ermanda Fields

• Initial Complaint

  Date:01/02/2025

  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.

  Since Dec 2, I have been fighting this business for a refund when they charged me after I canceled service with still no refund as of today Jan 2. Today I received an email saying they processed it. Yet I have not seen anything, nor has my bank. They never say when they supposedly gave me the refund, because I've never received a refund. This company is a lying fraud and they need to be shut down. I have attached the email from them saying they gave me a refund, but no refund has been applied to my bank.

  Business Response

  Date: 01/17/2025

  Dear Better Business Bureau,

  Thank you for making us aware. After reviewing our records, we were able to find the customer received a refund for $.75 and were not charged for the month of December. The payment had not been taken out of the account for the month of December. If the customer would like to contact Support with a receipt of the charge from their bank statement we would be happy to investigate further. 

  At this time, we are unable to find a charge for December that was processed.

  Excess Telecom

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22759121
  
  I am rejecting this response because: no refund has been received as they claim. I have sent 6 times to them via email proof of the charge, yet they continue to request the same thing. This is just their excuse for no refund. How many times must I continue to submit? They have no intention of refunding anything. It has now been 45 days with continued BS excuses from them. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/13/2025

  Dear Better Business Bureau,

  Thank you for making us aware. This customer does not have a recent payment with Excess Telecom. We have also refunded a partial payment to the customer of $.75 for the day there was not usage on account when it was cancelled. We have also reached out via support to address matters and request proof of a bank receipt of the other charge the customer is stating they were charged for. If there is anything further we can assist with, we would be happy to do so.

  Excess Telecom 

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22759121
  
  I am rejecting this response because:

  I have sent 6 times what they requested, showing proof of being charged But still they refuse to refund. They say they refunded one day, i never received anything. I was charged a full month $29 after i canceled. They are a fraud and keep peoples money and say they refund but dont. My bank has no evidence they refunded anything. They lie. 
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/19/2025

  Dear Better Business Bureau,

  A manager has reached out to this customer in regard to this concern via email. We are asking for additional information to ensure we can resolve this. Thank you for bringing this to our attention and we await their email response.

  Excess Telecom

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22759121
  
  I am rejecting this response because:

  No manager has reached out. They tried to only refund $12 on a card that I do not use. I need the full $29 refunded that I was charged back on the card I used, **** 6783
  They are the worthless company as I've been fighting thus for months. It's uncalled for. 
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/31/2024

  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 received texts from Excess Telecom on December 19th, 25th, and 28th regarding their Lifeline program. l never signed up for this program and I don't know who is paying for this. One text advises that my account paid the $1.00 fee. Who paid the fee to join this program?

  Business Response

  Date: 01/09/2025

  Dear Better Business Bureau, 

  Thank you for bringing this matter to our attention. Upon review, the phone number is listed as an alternate contact under a different account. We have removed this number to prevent further contact.
  Please let us know if there are any additional concerns we can assist with.

  Excess Telecom

• Initial Complaint

  Date:12/31/2024

  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 DO NOT HAVE A BUSINESS, I DO NOT RUN OR MANAGE ANY BUSINESS AT THE ADDRESS OF ***********************************************************************************. *****

  Business Response

  Date: 01/08/2025

  Dear Better Business Bureau, 

  
  Thank you for bringing this to our attention. Upon reviewing our records, we found a few accounts under the name ****** ******, all of which are currently inactive. While one account matches the provided address and email, there is no record of the phone number mentioned in the complaint.
  Please let us know if further clarification is needed.

   

  Excess Telecom