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:01/25/2024

  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.

  I applied for the government program wich provides tablets to low income individuals. I was approved and this company was contracted, (paid), to provide the tablet. october I received a damaged, unusable device and immediately returned it. It's near Febuary now, after 15 phone calls and being told it's coming soon, we'll email you with tracking - NOTHING. No email, No tracking #, no device. AND they've made it more and more difficult to even contact them. I paid return money, plus 11$ co-pay. our government paid the bulk cost. ..NO DEVICE PROVIDED.STILL TIL NOW.

  Business Response

  Date: 01/31/2024

  Hi,

  We are so sorry for the inconvenience caused to you. We completely understand why you would be so frustrated and apologize for all the time you spent contacting us for a replacement. I have escalated this using our ****************** escalation program and should have a Fed Ex Tracking number by Friday. I will email this to you separately. We really do value you as a customer and want to make this right. We will gladly mail you a refund check for the amount you paid of $11 for the inconvenience in addition to shipping the tablet replacement.

  Thank you,

  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.
  
  *********************************************

• Initial Complaint

  Date:01/25/2024

  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.

  I tried to file an application for assistance with this company 2 times, Jan 23, ****, and on the 24tj. Each time I got a response stating they needed documentation for which I provided both times. Then I get a message stating I needed to contact them for which I did. Then I was told both times my application couldn't be located again to contact them. This last time I became frustrated and that's why I'm contacting the BBB. I think they are running a scam

  Business Response

  Date: 02/02/2024

  Hi *****! 

  
  We are so sorry you ran into trouble trying to get service with us! We would love to have you as a customer. Sounds like you had a really frustrating experience. *** is a government program and what it sounds like is the government is requesting more information to approve you for the *** (Affordable Connectivity Program).

  
  That happens from time to time. The best thing to do is call the Government *** *********** at ************** and once approved and you have an APPLICATION ID, then come back to us to try again online www.excesstelecom.com. In terms of running a scam, I can assure you that we are a legitimate business dedicated to connecting the community to affordable and quality internet. We have millions of customers. Thank you for sharing this experience with us, we will use feedback to improve new customer sign-*** in the future.

  
  Thanks,
  Excess Telecom Support Team 

• Initial Complaint

  Date:01/25/2024

  Type:Customer Service 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 01-06-2024, I applied for a tablet and was approved. Once I got home and tried to use the tablet I found I the tablet wasn't working. I called Excess Telecom and explained the problem and was told the representative had inserted the wrong Sim card. However, a correct Sim card would be sent to me. Today is 01-25-2024, and I still have not received a Sim card. I called Excess_telecom and spoke with a very rude unprofessional customer service representative. I don't see why I have to be stuck a entire month with a non functioning tablet. I can be reached at ************

  Business Response

  Date: 01/31/2024

  Hi *****, 

  We are so very sorry that your service is not working and that we have not yet sent the *** replacement. I have sent a Corporate Escalation to get *** shipped out this week. It should ship by Friday. We will email you the Fed Ex tracking number as soon as we have it generated. 

  Thank you so much for letting us get this corrected, we are sincerely sorry and will use this as an opportunity to improve our customer experience. 

  ******************** 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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/25/2024

  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.

  I want my money back I paid for a replacement tablet last year December 28, 2023. I never received my tablet it's been almost a month I've been waiting. It's totally unacceptable to be waiting almost a month. I don't even want them to send the tablet just give me my money back. This is not good these companies can't be just scamming people not me cause I'm not having it.I also still never got my refund from them scamming me for the fee they charged me for when I qualified for 2 previous tablets one of their agents charged me and I filed a complaint as well but nothing happened. You guys did not help me at all.

  Business Response

  Date: 01/31/2024

  Hi, 

  We have processed your refund of $50, which should be back on your card withing 48 hours. We apologize for the inconvenience again and are sorry that your experience was not the best it could have been. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:01/24/2024

  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.

  I received a tablet though ACP and had it almost a year when it stopped working. I called Excess Telecom and they advised a replacement was on the way. Several weeks later I was advised it was delivered (it wasnt delivered to me). I called ***** and they showed me a photo of the house number they left it and it was the wrong address! I call Excess Telecom back with this information and was advised the tablet was returned and sitting in their warehouse but then the rep says the tablet was used the day before (not by me obviously) and he had to open an investigation and to give it a couple weeks. A couple weeks pass, no tablet so on 11/14 I call back and its still being investigated so I agree to purchase a refurb tablet for $25. I was emailed a link through which I paid and I have the receipt. 2 weeks pass, no tablet, call back and advised the tablet did not ship and the issue would be escalated. 12/10 (almost a month after my payment cleared), no tablet, call back again, get the same response, so I asked for a manager. A manager tells me that for whatever reason the tablet never went to shipping and he would escalate to ensure it ships. 12/27 still no tablet, I call back, get the exact same response that the tablet hadnt shipped and it would be escalated so I then requested a refund. Advised a refund takes 30 days which is unacceptable! Requested a manager and told the matter was escalated to ensure Id have the money back on my card within 30 days. As of today, no updates and no refund so I call back and the rep advised, unfortunately my payment cannot be located but the matter would be escalatedand a check would be MAILED in 30 days and I verified my address. Im sick of calling these people and sick of being taken advantage of. It took Excess Telecom all of 5 minutes to take my money from my account but it takes ***** days to get a refund. UNACCEPTABLE!! and this way of doing business should be illegal!!!

  Business Response

  Date: 01/30/2024

  Hi *****, 

  I am very sorry that you had such a bad experience trying to get a replacement tablet and then subsequently a refund. We were able to locate your payment and process a refund yesterday. The funds should already be back on the card you paid the $25 from or will be within ***** hours depending on your banks processing time.   

  I can see we ultimately lost you as a customer because of this situation. I can assure you we will use your feedback to improve the customer experience and understand how this happened, so it won't occur with other customers. 

  Thanks for taking the time to provide us with the information on your experience. We would love to have you back as a customer, if it doesn't work out with your current provider feel free to email us at ******************************** directly and we will get you a replacement tablet and make this right. 
  
  Thank you!! 

  Excess Telecom Support Team 

• Initial Complaint

  Date:01/23/2024

  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.

  I recently received what I thought was a government issued tablet but I have been harassed multiple times by people claiming to be calling from this business and asking me if I still want to keep my services and they just keep asking me to say yes. I havent been long received it so I dont understand why I would not want services anymore I never said otherwise. I had six people call me in one day asking me the same question do you want to keep your service please say yes if you do. I would really like for this company to stop harassing me yes I do want my service still but I do not want constant calls about it.

  Business Response

  Date: 01/29/2024

  Hi *******! 

  The government rules of the *** Program are that you must use your service or confirm in writing/on recorded line that you want to keep your service with us once ever 30 days or we are required to cancel your service. I completely understand our texts and calls are a little above necessary. 

  I did remove your phone number as the contact number, this was the only way to stop the messages. We cannot just reduce them with our current set up.  IMPORTANT: Just remember to take your tablet off wi-fi once a month to keep your service with us active or take it with you on the go and use off wi-fi. Some customers do like just setting up their own reminders instead of us texting. 

  Thank you so much for your feedback on these messages, we appreciate you and thank you for choosing Excess Telecom! 

  Excess Telecom Support Tean

• Initial Complaint

  Date:01/23/2024

  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.

  I received an email regarding sign-up with Excess Telecom for ACP service. I did not sign up for this service and would like my contact information removed from whichever account is attempting to use it.

  Business Response

  Date: 01/29/2024

  Hi there! 

  We are so sorry for the inconvenience! I can remove your number, but the last digit cut off on the complaint. I only got 562) ******* - can you provide me with the last 4 digits of your phone number or provide me with the entire number again to ensure I remove the right one. 

  Thank you, 

  Excess Telecom Support Team 

  Business Response

  Date: 01/29/2024

  Hi there! 

  We are so sorry for the inconvenience! I can remove your number, but the last digit cut off on the complaint. I only got 562) ******* - can you provide me with the last 4 digits of your phone number or provide me with the entire number again to ensure I remove the right one. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21187504
  
  The last four digits of my number is ****. Please remove all my contact information. Thank you.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/06/2024

  Hi, 

  We have removed your phone number from our records, and you should not receive any further contact. 

  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:01/23/2024

  Type:Order 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 inquire about possibly getting a tablet thru this company and they took it upon themselves to transfer my ACP benefits over without my consent from my wireless provider. Then when I call them they act like I did something wrong? This company should be reprimanded for fraud! I will never do business or even inquire about doing business with your company ever again!

  Business Response

  Date: 01/29/2024

  Hi *******, 

  We really apologize for the inconvenience and that you had this terrible experience with our company. Our records indicate that your account was established on 1.22.24 and transferred out one day later on 1.23.24. Excess Telecom never collected $30 from the government. We never claimed you as a customer in the *** Program. Since that is the case, we are unable to provide a check for re-imbursement. 

  Thank you for sharing your experience, rest assured that we hear you and your feedback is valuable to us. 

  Excess Telecom Support Team 

• Initial Complaint

  Date:01/23/2024

  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 keeps allowing scammers to transfer my ACP credit to them. Im assuming getting government phone or internet. I am so tired of this. I have had my acp credit with Xfinity unenrolled 4 times last year and now again this year. How is it so easy for people to come to this company with someone elses information and open accounts? Im starting to think they are the scammers. Stop letting people enroll with my information! I have xfinity and ATT I do not need this cheap service. I want them to unenroll me from their service and to never allow it back into their company. Stop this.

  Business Response

  Date: 01/29/2024

  Hi ********, 

  We are really sorry to hear this is happening to you. Theft of identity is very frustrating. Rest assured we take this very seriously. Here are the steps you can take to ensure this does not happen again.

  I have forwarded your information to our internal compliance team to investigate. The very best thing to do is follow the below steps. We are not allowed to do them 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. 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 

• Initial Complaint

  Date:01/22/2024

  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.

  Multiple text messages a day with the below text 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 ************** never even used this company

  Business Response

  Date: 01/26/2024

  *******, 

  We are so very sorry for this. It does appear that your number is being listed incorrectly as an alternate contact number on several accounts. I have involved our internal compliance team and you can rest assured that we will take appropriate action. 

  We have already begun the process of scrubbing your number. Please give us up to one week to completely stop all communications from Excess Telecom. 

  Thank you for bringing this matter to our attention, we really do appreciate you.  

  Excess Telecom Support Team