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Business Profile

Telecommunications

Excess Telecom

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

This profile includes complaints for Excess Telecom's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 566 total complaints in the last 3 years.
    • 44 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 is a free phone and service company under the affordable connectivity program. I used them for a few months. Once I stoped using them they continued to call every day of the week up to 6+times a day. To see if I want to continue my service. every time I tell them no, I wish to cancel. They do not listen and are only trying to harass me into saying yes so they can get more money from the government. It is the most annoying thing ever to be asleep on the weekend and receive a phone call from them at 5am or while Im busy at work. Its harassment at this point and Im about to have to change my phone number because they havent stopped. Its been over three months. All I want is for them to stop calling me. I have told them 100 times I wish to cancel I dont qualify for the program anymore and to please remove me from the program/ call list. I have provided my provided my missed calls screen shots the 253 numbers are always them I have blocked countless of these number and they continue to call on a. New number everytime making it impossible to block them

      Business Response

      Date: 02/09/2024

      Hi *******, 

      We sincerely apologize for the frustration and unwanted contact. We have taken extra steps to stop contact with you. We've removed your number from our marketing campaigns and also removed it as your contact number so the communication stops. I can also confirm your account is in cancelled status. 

      Thank you for bringing this to our attention, we will use your feedback to improve our customer experiences. 

      ******************** Support Team 

    • Initial Complaint

      Date:02/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Firstly, I did try to get a phone with them on January 24,**** but was denied because they asked me for a proof of a receipt using my ebt card since I used my ID and EBT card to qualify for a free phone with them. After not being able to show the employee a reciept where I used my EBT card he said that they can not give me a phone. A day later January 25th, **** I recieved a text 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 ********************** at first I thought it was a fake text but then I also got an email stating that I received service with them. That Same day I got notifications stating that my ebt card was used twice, and my ebt card was reported as lost and someone had requested a new card.

      Business Response

      Date: 02/08/2024

      Hi *******! 

      We are very sorry to hear that this happened, I was able to locate an account established in your name, I've sent a request to remove you from our outbound calling campaigns and blocked this account from being reactivated. Our records indicate the account was cancelled on Feb 3, **** so no actions to take on your behalf with us. There are some additional steps you can take listed below if you would 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 ******************.
      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 bringing this to our attention,  
      Excess Telecom Support Team 

    • Initial Complaint

      Date:02/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      www.excesstelecom.com is a scam, the support is fake, they answer all questions in the same way - never gave account access, they use stolen information and the website seems to be a front for stealing additional information

      Business Response

      Date: 02/06/2024

      Hello **************, 

      We apologize for any inconvenience. Our records indicate that you signed up with one of our agents face to face on September 18th, 2023. We do not have any history or records of you calling to inquire about service or device issues.

      We would be happy to re-activate your account and send you a replacement device. You can do this via our website, however if you are uncomfortable placing an order in this manner, I can coordinate someone to call you, or you can see an agent of ours in the field. 

      Thank you, 

      Excess Telecom Support Team 

    • Initial Complaint

      Date:02/02/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 believe I'm having the same issue as many ppl on here. On 2/01/2024 I received a text that said "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 **********************" I have not had any interaction with this company before and based on what I have read on here, it seems numbers have been incorrectly used. I would like my number to be removed and not to be contacted again.

      Business Response

      Date: 02/06/2024

      Hi,

      We are really sorry for the inconvenience & frustration. We have removed your phone number from our records. The number was listed incorrectly as one of our current customers contact number. You should not receive any further contact from us.

      Thank you,

      Excess Telecom Support Team 

    • Initial Complaint

      Date:01/31/2024

      Type:Product Issues
      Status:
      Answered
      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 message today. I have not signed up for anything with this company. I attempted to get in touch with someone and it was not possible.. I am very busy at work and do not have the time to be dealing with this company's mistake. I never contacted them, I do not want their services. I do not want to get charged for anything I want them to take me off all of their lists asap. message:Thank you for choosing Excess Telecom as your ACP service provider! We are excited to serve you as a customer & are dedicated to delivering outstanding service. Look out for a Welcome email containing important details about your service. For questions, visit ExcessTelecom.com to chat with a rep or call **************

      Business Response

      Date: 01/31/2024

      Hi, 

      We are really sorry for the inconvenience & frustration. We have removed your phone number from our records. The number was listed incorrectly as one of our current customers contact number. You should not receive any further contact from us. 

      Thank you, 

      Excess Telecom Support Team 

    • Initial Complaint

      Date:01/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 is taking my ACP money. I need it to lower my internet bill. They have stolen it & refuse to stop it. They are a scam! ****************

      Business Response

      Date: 02/06/2024

      Hi there, 

      We apologize for the inconvenience & confusion. I can confirm that your account with ******************** has been cancelled since January 12, **** and that we have de-enrolled you from the *** Program. Our records indicate that the order that was placed with us was placed online November 7, 2023, and a tablet was shipped out as a benefit of the *** Device Benefit Program. In addition, we provided internet services on the tablet so that you could access the internet on the tablet wherever you go and get a cell signal via the ******** network.  

      We sincerely are sorry for the confusion and hope this explanation helps. 

      Thank you, 
      Excess Telecom Support Team 

    • Initial Complaint

      Date:01/30/2024

      Type:Product Issues
      Status:
      Resolved
      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 text message from Excess Telecom on Dec 31, 2023 stating I had chosen them as my ACP service provider, however I did NOT sign up for any such service. This is the first I have heard of them. I have since continued to receive unsolicited messages from Excess Telecom. Somehow my number has wrongly been used for an account I am not responsible for, either by mistake (likely) or identity theft.

      Business Response

      Date: 02/06/2024

      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 

      Customer Answer

      Date: 02/07/2024

       
      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. Thank you!

      Sincerely,

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

    • Initial Complaint

      Date:01/30/2024

      Type:Billing Issues
      Status:
      Resolved
      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 got a text from this place Excess Telecom stating that I was now enrolled into there ACP government program. I never even herd of this company nor did I give them any of my personal information. I then received text and email that a tablet was on its way. I did not order anything from this company. They also took my information and had me de-enrolled from my current ACP provider and had my benifits switched too there company...(I had no knowledge and did not authorize). Now I am out of the account with my current provider Assurance Wireless and have been charged a large amount of money for that account that Assurance now wants me too pay. This is identity theft and fraud on behalf of this Excess Telecom establishment.

      Business Response

      Date: 02/06/2024

      Hi *******, 

      We are in receipt of your complaint. The government will stop allowing customers to enroll in the *** Program with providers on February 8th, ****, in just 2 days, so if I do cancel the account as you wish then you may not be able to get your *** Benefit back to Assurance Wireless as you are wanting to do. 

      We recommend that you call Assurance Wireless for them to TRANSFER your *** Benefit back to them vs us de-enrolling you from the program with us, this will ensure your *** Benefit remains active and that it goes back to the provider of your choice. We cannot transfer it back to them on your behalf, you must initiate that transfer.

      Additionally, we show that you were signed up with our services online on January 23, ****, and are very sorry for the confusion and inconvenience caused. 

      Please advise if you still want us to proceed with cancelling your account with the understanding that if we do cancel you have until February 7th to enroll with Assurance Wireless because on February 8th the program will no longer allow you to enroll as a new *** Benefit subscriber with any provider including us. 

      Thank you, 

      Excess Telecom Support Team 

       

      Customer Answer

      Date: 02/06/2024

       
      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:01/30/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 my names ***** and I contacted customer service on January 9th because my tablet and stuff got stolen from me and they went Ahead and ordered me a new one and it was supposed to be sent to me in ***** days but its now the 30th and I still havent received it and can never get any answers when i call. What can I do???

      Business Response

      Date: 01/31/2024

      Hi *****! 

      We are so sorry we have not shipped your replacement. I just added you to our corporate escalation tracker and we should have a Fed Ex Tracking number to you by Friday. We will send you an email with the tracking as soon as its available.  Our sincerest apologies. 

      Thank you for reaching out & we really appreciate you letting us correct this.

      All our best, 

      Excess Telecom Support Team 

      Customer Answer

      Date: 02/01/2024

       
      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. If I have anymore problems I will email you again Fridays thanks 

      Sincerely,

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

    • Initial Complaint

      Date:01/29/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      date of transaction was 1/11/24. i purchased the tablet and expected to receive it by 1/21/24. the money was taken out of my account but i have yet to receive the tablet.

      Business Response

      Date: 02/02/2024

      Hi *****, 

      We are working to locate your payment and process a refund; we will email you directly within the next week with the information. Once that is completed if you would like to try to re-order you can visit us online at www.excesstelecom.com 

      Thank you! 

      Excess Telcom Support Team 

    Excess Telecom is NOT a BBB Accredited Business.

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