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:02/22/2024

  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 ACP in January 2023. In Feb 2023 I received a working tablet from Excess Telecom. It worked fine until the first week of January 2024. While I was at work my tablet did an automatic update. The prompts told me to restart the device which I did. As soon as it restarted my signal bars disappeared. No matter what I did there was no signal. I called and spoke with a rep who had the technical team contact me. After some troubleshooting they determined the aim was no longer functioning. They assured me they were shipping a replacement sim and said it would take no longer than 14 days. 2 weeks later on 1/29/24 I called back because still no sim card. ******* apologized and once again said they were sending one asap. I spoke with them again last week and they made more excuses and said she could not give me a ship date but assured me it would be shipped asap. Here it is 2/21/24 and shockingly still no Sim I was promised. Not a good company at all

  Business Response

  Date: 02/28/2024

  Hi, 

  We are truly sorry for the inconvenience and the delay in shipping. 730568551165 is your Fed Ex Tracking number and I see it shipped on 2/26/24. 

  Thank You, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21329368
  
  I am rejecting this response because: I finally received the replacement sim I was promised 6 weeks ago however I received not 1 but 2. Inside each envelope there was a card with a sim card to pop out with no instructions whatsoever. I have tried for the last 2 nights to contact Excess Telecom about it but when I select "chat now" nothing happens and I emailed them but haven't received any response.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/06/2024

  Hi ******, 

  The agent incorrectly updated your SIM when you called into get resolution. We have made the corrections. You should be able to do a network reset on the tablet so the network recognizes the new SIM and be good to go. 

  Please let us know if this works for you, 

  All our best, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21329368
  
  I am rejecting this response because:I have continued to call customer service and technical support. Neither one of the **** I received works. I spoke with your associate last Saturday 3/2/24. That associate walked me through the steps to reset the network on both cards but neither works in the tablet. I tried to call again today 3/9/24 and waited on hold for an associate but no one ever picked up. The last person I spoke with on 3/2 said she thinks it's a problem with the tablet itself. There seems to be no resolution in sight. I just continue getting the run around. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/22/2024

  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.

  Because I heard the *** program would be ending, I was online looking for information about it. I stumbled upon Excess Telecoms website. I did not sign up for anything nor did I give them permission to contact xfinity and cancel my account with them but that's what they did. They kept calling me and sending me emails saying that my free tablet was ready to ship all I had to do was pay a one time $11 activation fee. I never paid this fee. They still sent the tablet and now my xfinity account has been canceled because they are sayin you can only switch providers once a month. I never have Excess Telcom my *** enrollment id nor did I ever say I wanted to be with their company. Something is definitely borderline illegal here js

  Business Response

  Date: 02/28/2024

  Hi, 

  We are really sorry for the confusion & frustration and that your *** Benefit was transferred to Excess without your knowledge. Per the *** Government program rules the other provider must transfer you back in, we are unable to handle this for you. Your *** Benefit must be active to transfer into the other company. 

  Thank you, 

  Excess Telecom Support Team 

  
  

  Business Response

  Date: 02/28/2024

  Hi, 

  We are really sorry for the confusion & frustration and that your *** Benefit was transferred to Excess without your knowledge. Per the *** Government program rules the other provider must transfer you back in, we are unable to handle this for you. Your *** Benefit must be active to transfer into the other company. 

  Thank you, 

  Excess Telecom Support Team 

  
  

• Initial Complaint

  Date:02/21/2024

  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.

  It was January 9, 2024 I signed up for a tablet and never received it and the amount was $412And I received an email with a fake tracking number stating that my order was on the way and I never received it so I dont understand how can a business go round scamming people because I get everybodys Social Security numbers ID numbers and everything

  Business Response

  Date: 02/27/2024

  Hi, 

  We have emailed you from Excess Telecom in an attempt to get more information and have not recieved a reply email. Do you have proof of payment for the $412 such as a copy of bank transactions where the funds were taken? We have investigated with our online partners and in our systems and have not been able to locate this payment. Additionally, if you provided the monies to an Excess Telecom representative in person can you provide further information on this? 

  Thank you!

  Excess Telecom Support Team 

• Initial Complaint

  Date:02/20/2024

  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 started filling out form that thinking it was to re apply for ACP but I didn't finish nor submit it. Next I got an email from Telecom saying they were sending a tablet? Then I got text that more info was needed to complete application, I didn't respond next thing I know is a tablet came via ****** I called telecom and told them I did not want their service or tablet, ended up hanging up because rep kept repeating their speal and it would cost me more than the $11 activation fee to send it back! I asked for a return label to no avail. Then I find they canceled my ACP I had through Spectrum!! Now it's to late to reapply and I will be without service because I can't afford the full amount for just the internet. I did not give telecom the permission to do this, I have saved text saying they needed more info to which I did not respond!

  Business Response

  Date: 02/23/2024

  Hi *****, 

  We are really sorry that you had a bad experience with us. Good news is that I do think we can help provided guidance to get this fixed and get your *** back to Spectrum where you want to use it. 
  
  While it's true the *** Program is not accepting ENROLLMENTS effective February 8th, 2024, customer can still transfer their *** benefit from one provider to another. The *** Benefit must be ACTIVE with a provider to transfer it. Your account is in ACTIVE Status as of today at this moment in time. If you cancel your service with us, it will DE-ENROLL you from the program and you cannot ENROLL, so it's very important that you stay active so you can transfer your benefit. Once you have it transferred this auto cancels the Excess Telecom account that is established. 
  

  Our recommendation is that you call Spectrum and ask them to TRANSFER IN your *** Benefit back to them. We cannot initiate that and send the *** Benefit to Spectrum. The rules of the program are that you contact the provider, and they will handle the Transfer of the *** Benefit. 

  We hope these instructions help, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 02/25/2024

   
  Complaint: 21311391
  
  I am rejecting this response because:
  Spectrum has told me they cannot do anything as far as the **** that my account has been closed. I will call them again and tell them that telecom said they have to do transfer.

  I also would like a return label for the tablet as I don't want their service
  Sincerely,
  
  ***** Free

  Business Response

  Date: 02/27/2024

  Hi *****, 

  We can send you a prepaid label, however the tablet is a one-time benefit of ***. It is part of the *** Device Program, you can keep the Tablet even though you are planning to transfer your *** Benefit to another provider. 

  Let us know how you would like to proceed. 

  Thank you, 
  Excess Telecom Support Team 

  Customer Answer

  Date: 02/29/2024

   
  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.

  I will keep tablet if part of program since I haven't received one previously. 

  Spectrum assured me the transfer is in process 

  Thank you
  
  Sincerely,
  
  ***** Free

• Initial Complaint

  Date:02/20/2024

  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've been getting texts from Excess Telecom regarding being a member, however I have never heard of this company, nor have I ever signed up for anything on their site or given them my phone number.Here are some of the texts I receive from them:"Excess Telecom is committed to providing you with internet service as Congress debates funding for the Affordable Connectivity Program. Visit ********************************************** to learn more. Reply STOP to opt out.""Excess Telecom MSG: To keep your *** service, connect to the internet from your device using data (not WiFi) once per month. Or reply YES to this text to keep your service. If you don't and are de-enrolled for non-use, you can't re-enroll after 02/07/2024 due to the *** enrollment freeze. Reply STOP to opt out."This feels like a scam/fraud to me and I do not want to opt out. I want this company not to have my personal information and fraudulently use it for another account. Getting in touch has been a pain with lots of wait time.

  Business Response

  Date: 02/23/2024

  Hi ********,

  We are really sorry for the inconvenience this has caused. We have reviewed the account your phone number was listed on. Your phone number was listed as an alternate number on one of our accounts in error. I have removed your phone number from our records and systems and documented the account where it was listed in error. You should receive no further contact from us. 

  Thank you,

  Excess Telecom Support Team 

  Customer Answer

  Date: 02/23/2024

   
  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:02/16/2024

  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.

  Excess Mobile submitted my information falsely to the ** government to receive ongoing funds from them in my name. They received at least $60 in service fees and at least $100 for a tablet. These item were never provided to me. This also cost me two months of service rebates with my actual mobile provider.

  Business Response

  Date: 02/23/2024

  Hi *****, 

  We have forwarded this to the internal compliance team to investigate and reverse the claims filed with the government. Our sincerest apologies that your identity was used to establish service without your consent. 

  You can take the following steps to report the identity theft and misuse of your government benefit if you'd like:

  1. Call the ****************** directly to initiate a claim of identity theft. That number is **************.

  2. File a claim at www.IdentityTheft.gov and provide any details/documentation requested.

  3. The government will investigate the identity fraud claim and, if determined to be fraud, will provide documentation to the ******************.

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21304323
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/23/2024

  I have filed the above suggestions and Excess has still contacted me repeatedly about reconnecting this fraudulent service. The thief wants the service to be reconnected in my name and Excess continues to attempt to help them do this despite my repeatedly telling them that it is fraud and that they should not reconnect this service. They also gave away a tablet in my name and billed it to the government as an item that I received (which I obviously did not). 

  Business Response

  Date: 02/29/2024

  Hello, 

  We sincerely apologize for the inconvenience and that someone used your information to sign up for Excess Telecom services without your consent. We have reversed the claims with the government to return the device benefit of $100 and the indicator that you have used. 

  In terms of the lost ACP Benefit, we only filed a claim for one month of your ACP Benefit and got $30. Your service was active from January 3rd to February 13th, 2024. We will mail you a check for $30 for the lost benefit. Please allow up to 2 weeks to receive the refund. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 03/01/2024

   
  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. I hope that this company will stop attempting to reconnect the fraudulently acquired service. My full address is: ************************************************* in case they do not have it.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/15/2024

  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.

  On February 15th ****, I received a text message from **************. It said welcome to telecom ACP services. I have not signed up for any such service. Is this a scam? Telecom Service Provider is the name of the company. I want this to stop.

  Business Response

  Date: 02/21/2024

  Hi 

  We have removed your phone number from our records. You should not receive any further contact from Excess Telecom.

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 02/22/2024

   
  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:02/15/2024

  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.

  February 15 2024 at 130 am, this notice kept popping up my phone and it was about a free tablet because I am a ******** and snap recipient so I checked it out and I went through the motions regarding eligibility as it asked questions I answered them. Since I have made purchases via mobile in the past my information auto fills and at the bottom it had back and confirm I mistakenly hit confirm. Immediately I began looking for a contact to reach them to tell them it was an accident. The numbers that are shown on the site just says we identified your account by your phone number then it says error and hangs up. I tried texting back to them to request cancellation and have not received a reply but they sent email and text to me just prior to my text to cancel. I then came across another text that says something about my phone number is going to be ported to their service and that is not what it said in the description for the tablet. I thought that I was answering questions to see if I was eligible for the tablet. I was not intending to finalize a purchase without first consulting with my guardian. I wanted to have all of the information to show in order to understand what it's all about. Now they have taken the money from the account and I don't really understand everything . I also don't understand why there is not a way to contact excess telecom to speak to someone to notify them I was not ready to make the purchase as I needed to show the information to my guardian first to get approval. But the phone number is just a brief recording then hangs up. Also there is no order number, confirmation number or anything . There is a description that says congratulations and it lists the tablet ,a case, the amount of data is not what was on the previous screen, and some other stuff that did not apply to what I was reading nor that was on the same screen as the back and confirm options. I believe this is a scam since there is nothing that is correct per the offer.

  Business Response

  Date: 02/21/2024

  Hi! 

  Thank you for providing the detailed explanation of your online experience with us. We do offer services for phone & tablet on the ******** Network and have call centers and chat that we staff to answer questions. We are very sorry that you had trouble reaching a live agent. We will investigate the order and process a refund and cancel any orders pending under your information. Please allow 7-10 business days for the refund. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:02/14/2024

  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.

  I filled out the application for a free tablet, was approved on January 26th. On January 27th the $11 co-pay was taken from my bank account. My next door neighbor ordered a tablet several days later and has already received hers. When I called the number on my bank statement to check the status of my tablet a recording told me to check their website. When I logged into the website it said to call the number I had just contacted! After much digging I was finally able to find a number and get a hold of an actual service agent who said she'd be happy to help me check my status. She then told me my phone had been paid for just not shipped yet. I said I ordered a tablet not a phone. She told me I can only have a phone because that's all I was eligible for. I informed her I was approved for the tablet and had paid for it. She said no, phones cost $11 also. I asked why I didn't qualify for the tablet (after I was already approved and that's what I paid for) since I am on SSI Disability, EBT, and ********* She said it wasn't her job to know those things. Refused to help any further. I really need the tablet with the 15G's. She insisted I take the phone but had no idea when anything would ship. I would like the tablet I paid for. Seems like a "Bait and Switch" to me. Any help would be greatly appreciated. Thank you.

  Business Response

  Date: 02/20/2024

  Hi ******! 

  Thank you for your inquiry. We sincerely apologize for the confusion and for the representative's demeanor regarding this situation. I can help clear things up for you. First, we will ship you our best 10-inch tablet as a courtesy and to try to make this right in light of the confusion and our agents lack of explanation. We should have a tracking number to your email address within 3 business days. It will ship Fed Ex. We also LOVE that your neighbor had a great experience but are very sorry you did not, so we want to fix this for you. 

  In terms of why the order has a phone and not a tablet. The Affordable Connectivity Program provides you with a monthly benefit to use on internet service, but it also provides a ONE TIME Device Benefit that you can use on a laptop or tablet. When you submit your application online our systems check with the government and they will reply back if you qualify for the tablet or not, in your case the government responded that you have already used your Device Benefit and gotten a tablet or laptop. This device could have come from another company. If you would like to find out what company claimed your Device Benefit you can contact the Governments ACP ************** at ************ and they can tell you what company.

  I hope this helps & we will be in touch with the tracking number soon! 

  All our best, 

  Excess Telecom Support Team  

• Initial Complaint

  Date:02/09/2024

  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.

  Didn't sign up for there acp phone program had to have a phone do to haveinh someone in jail an to keep contact contact, well was told I had already received the tablet an have not an the phone that was sent out does not work can't get noaction on getting one that will work an now every two days my phone is off saying someone switching providers an imot doing this I would like the option to get a phone that actually works an the tablet that I do not have if I can get any help resoinng this

  Business Response

  Date: 02/16/2024

  Hi! 

  Great News! The phone shows active in the system and appears to be working today. To solve the issues are here are the tips we recommend. 

  Contact the ****************** at ************ and ask the following questions or for guidance. 

  1. The *** told Excess Telecom you did not qualify for a tablet. The Device portion of the program can only be used once. They are indicating you already used the benefit. (Could have been with another provider.) They can tell you what company used your device benefit and make any corrections if needed. 

  2. To keep your phone from continuing to be transferred, ask them if they can give you a new Applicaiton ID, contact us with the new one if you get so we can update our records. They can also tell you what company continues to take your benefit without your consent. 

  I hope this helps! 
  Excess Telecom Support Team