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:02/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a Vortex 10m Pro tablet as part of the government sponsored ACP program as facilitated by Excess Telecom(9928 ******* ******************************** ********* CA)The laptop was provided to me with *** card installed and already booted up. Within 24 hours the tablet would not load any websites using the ****** search for Chrome browser. I contacted customer service through the chat line as no one seems to answer the telephone number that is listed for tech support. I was told by the tech on the chat line to follow a procedure of reinserting the *** card, factory resetting the device as well as resetting the Wi-Fi and Bluetooth functions. This would temporarily (about6 hrs) fix the problem, where after the same performance would return. I talked to roughly 6 online text all offering the same technical advice and when requesting a supervisor was told one was not available. There was no avenue offered for escalating the call. At this point I would like to tablet replaced as it is obviously faulty. There is no avenue for emailing Excess Telecom and the phone number provided *************)for customer service rings with no answer. The only answer seems to be a snail mail to a different address in ******************** obviously has a structure that is taking advantage of a government program and taxpayer dollars. I am indigent and in need of this service for basic necessities of communication and contact. Excess Telecom is offering subpar equipment for service cannot be accessed. You saying telephone number that is not answered is offered as being the only avenue for discontinuing service with this company.

  Business Response

  Date: 02/13/2024

  Hi ********, 

  We are really sorry for the frustration. We have added you to our ****************** Escalation File to ship out a tablet replacement. We should have a Fed Ex Tracking number generated for you in the next few days. We will send you a separate email once we have that ready. Additionally, we wanted to ensure you have the correct phone number for our call center, you can always just select the option for customer service if tech support wait is very long.  The correct phone number to reach us is ************ and we are open from 9 am EST - 8 EST. 

  Thank you for attaching the chat interactions, that was very helpful. We will use this information and your feedback to improve our customer experience. We really appreciate having you as a customer. 

  ******************** Support Team 

• Initial Complaint

  Date:02/07/2024

  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.

  I am not a customer, but I received a text message from Excess Telecom. Please remove my phone number from your database so I no longer receive communications from Excess Telecom.

  Business Response

  Date: 02/13/2024

  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 

• Initial Complaint

  Date:02/07/2024

  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.

  I received a message on my Iphone stating "Thank you for choosing Excess Telecom as your ACP service provider! We are excited to serve you so look for your welcome email soon with helpful info to get started. Also, for important recent news about the **** please visit https;//bit.ly/3Sij0v3 I never requested this service and do not want them to contact me or set me up with any of their services. I am suspicious that this is a FRAUD.

  Business Response

  Date: 02/13/2024

  Hi there,

  We are really sorry for the inconvenience this has caused you. We have reviewed the account your phone number was listed on. We do not believe this to be fraud or identity theft at this time. Your phone number was listed as an alternate number on the account and believe either the sales agent or customer typed in the wrong contact number when establishing the account. I have removed your phone number from our records and systems and documented the account where it was listed in error.

  Thank you for bringing this to our attention & again our sincerest apologies for the inconvenience. 

  Excess Telecom Support Team 

• Initial Complaint

  Date:02/07/2024

  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.

  This company keep transferring my service to them without my permission. 5 times in one day. They stop and today they started again.

  Business Response

  Date: 02/13/2024

  Hi ****, 

  We are so sorry for the frustration and confusion. The *** Program is on a freeze and if we cancel your account, you will be unable to use your *** Benefit with another provider. I would have the other provider transfer you back in to them which will cancel your account with ********************. Once this step is completed, I can block your account from being reactivated and also remove your phone number from our marketing campaigns so that you will not be contacted by us anymore. 

  Let us know if we can help you any further, we are here to assist you at ******************************** 

  Thank you,  

  Excess Telcom Support Team  

• Initial Complaint

  Date:02/07/2024

  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.

  **** are telling me a picked ticket for a tablet well I. i have never recieved anything. don't know who **** gave that tablet to but it wasnt me

  Business Response

  Date: 02/13/2024

  Hi *******, 

  We are very sorry for the frustration and confusion. Our records indicate that you signed up online for phone service on December 05,2023 and that your ACP Benefit was transferred away from Excess Telecom on December 7, 2023 only 2 days later. We were unable to locate any tablet orders under your name, phone number or email address. 

  Please let us know if we can be of further assistance, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:02/06/2024

  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.

  Based on my experience and the many, same complaints, Excess Telecom seems to have at the very least, a REAL need for improvement in its hiring/vetting process and at worst has at least one employee with access to hacked personal data and is using it to defraud consumers and the ******************* One of its employee agents, *************************************, has fraudulently transferred my ACP credit twice, that I know of. On 11/17/23 a tablet was issued to the email ********************** ***************************************************. This is not my email or address. On 1/5/24 agent ********* issued cell phone # ************ (not a working # go figure) again using my information and ACP credit. Ive spoken to Excess Telecom both times. The first time they didnt seem too concerned but deactivated the credit & helpful providing me the info I wanted. The 2nd time it happened I was told told there isnt anything Excess Telecom can do about the agent (???) but encouraged me to file a report with ACP regarding the agent fraud. Before 11/17/23 I had never heard of Excess Telecom and I certainly am not, nor was I ever a customer of these pop-up tent fraudsters. AND Ive now lost over $60 in bill credits!

  Business Response

  Date: 02/12/2024

  Hi, 

  We sincerely apologize for the inconvenience caused and thank you for taking the time to report these allegations. We have taken a few steps on our end to handle & have some additional information you can do to further protect your identity. 

  We have taken the following actions: 

  1. Our internal compliance team is currently investigating the agent and enrollments that we found under your information. We also 2 accounts. 

  2. We have removed you from our marketing campaigns so we will not call you to attempt to re-activate the accounts. 

  3. We have blocked the ability for anyone to re-activate these 2 accounts. 

  You can also take the following additional steps that we are unable to complete on your behalf: 

  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 ******************.
  4. Call the *** Support Center back to initiate a new application for service and device benefit credit. Once approved, they must be enrolled with their preferred provider using the new application ID.

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:02/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/23/2023 I made a $25.00 payment to Excess Telecom to purchase a refurbished tablet. After making the payment I have not received a receipt or shipping information. I have made repeated inquires about the status of my purchase to no avail. Does this not define theft when you pay for something and after 4 months you have not received it?

  Business Response

  Date: 02/12/2024

  Hi, 

  Our sincerest apologies on the delay. It looks like the device did ship and the Fed Ex Tracking Number is 270681097303. I have also requested that we refund your $25 back to your payment method used to purchase the replacement. You should get the refund within 7 days. 

  We thank you very much for being our valued customer and know we appreciate your feedback and loyalty. 

  Excess Telecom Support Team 

  Customer Answer

  Date: 02/13/2024

   
  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:02/06/2024

  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.

  Out of a blue I received "Welcome" text from that company that I've never contacted.Apparently the hijacked my ACP benefits as I just received an email from my internet provider telling me that they removed my credits.They've never followed with an email or an account number it looks like they haven't changed me yet for anything but I'm out of money for the internet services with the company that actually provides them as they cannot switch me back till March.I cannot even figured out how that scam works really and where they got my info but they're really crafty.

  Business Response

  Date: 02/12/2024

  Hi, 

  Thank you for sharing this information. We show that the account that was established using your information was transferred out on February 8, ****. We have forwarded this complaint to our internal compliance team to investigate how this account was established. We are very sorry for the inconvenience and frustration caused. Additionally, we have blocked the account from being able to be reactivated to protect you from further issues. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21252887
  
  I'm rejecting it because you called me and ask "if I still have the equipment " and after I was trying to explain that nothing was ever send to me I was abruptly put on hold (music) without a world of response. 

  Also, as much as I am happy that ******* has helped me to undo the demage quite quickly and i don't have to pay full bill i still have to pay almost $9 just because you've chosen not to verify my phone *****, for the reasons that you only know.

  Thirdly, I would like to make sure that my Lifeline benefit is also safr from you. I let that applicatiin expire but i want to apply in the future and don't want to be surprised.

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

  Business Response

  Date: 02/20/2024

  Hi, 
  We are sorry that you received a call on behalf of Excess Telcom and it was yet again not up to our standards or yours. I have added this additional interaction to our internal investigation. Rest assured we will hold any agents accountable for customer abuse which would include putting you on hold and not returning to the line.

  We took one additional step and removed you from our Marketing Campaigns and added your phone number to our DNC for Marketing Campaigns. We do have teams that will call and attempt to get you to sign back up and it sounds like this is what that call was. 

  We did another search of our records, and I can reassure you that we are not claiming your benefit for lifeline or ACP. I show that your service was transferred out on February 8th, 2024. 

  Please feel free to contact us anytime directly by email at ******************************** if you need anything else in the future. We are happy to respond and assist. 

  Thank you, 
  Excess Telecom Support Team 

  Customer Answer

  Date: 02/25/2024

   
  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:02/05/2024

  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.

  They opened an account in my name from a scam person. They didn't check identity

  Business Response

  Date: 02/08/2024

  Hi *****, 

  We are very sorry to hear that an account was opened without your consent. I have the account documented and have verified it was cancelled on February 4, 2024.  

  Here are some instructions you can follow to ensure you protect your identity. 

  
  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 ******************.
  4. Call the *** Support Center back to initiate a new application for service and device benefit credit. Once approved, they must be enrolled with their preferred provider using the new application ID.

  Thank you for taking the time to provide this feedback, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:02/05/2024

  Type:Billing 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 received this text 02/04/2024 that says "Thank you for choosing Excess Telecom as your ACP service provider! We are excited to serve you so look for for your welcome email soon with with helpful info to get started . Also, for important recent news about the **** please visit ********************** "I did not sign up with Excess Telecom and have read recent issues with this company and their business practice. I just want my falsely opened account closed and/or my name completely removed from any account and not be contacted by this company in the future.

  Business Response

  Date: 02/08/2024

  Hi ********************, 

  We apologize for the inconvenience caused to you. We researched and did not find an account in your name; however, I did find your phone number listed as a contact number incorrectly on one of our customers' accounts. I have removed the phone number and documented the account. You should not receive any further contact from Excess Telecom. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 02/08/2024

   
  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,
  
  *************************