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:01/22/2024

  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 have been trying to get a replacement tablet because tablet would not accept charge. My initial complaint was called in in October and have followed up with at least 9 calls to get a replacement. Every time I was told a new tablet was going to be shipped and would be getting in within 14 days. Tablet was never shipped and today, 1/22, was actually told tablet had been used on 1/17. The tablet has been iin the box it came in and is not functional. Again I was told shipping order was sent to supervisor at warehouse but it is the same answer I have received every time. I am pretty sure they are receiving payment from the government program for a service not being provided. I would appreciate any action to expedite the process.

  Business Response

  Date: 01/29/2024

  Hi *******, 

  We are very sorry for this inconvenience. I can understand how frustrated you are that you have followed up that many times and that this did not get resolved. Please accept our sincere apology. I have escalated this to our logistics leadership, and we will ship this out within 24 hours. I will email you the Fed Ex Tracking number tomorrow. 

  Thank You for taking the time to communicate this information to us. 

  Excess Telecom Support Team 

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21179947
  
  I am rejecting this response because: I have not received a response from Excess Telecom regarding the shipping of the tablet. I have been waiting since October and keep getting told I should receive the tablet within 14 days. I have waited 9 days for their response and haven't been notified when it will be shipped. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/15/2024

  Hi! 
  Our apologies, I finally have the tracking number and show it was delivered yesterday. Please let us know if you need anything else! Fed Ex Tracking Number 270898576788 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:01/22/2024

  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 paid $30 for a phone and government service that was supposed to last 5 years. The service, instead, only lasted for 2 weeks before it stopped working and I was told that the number is for another customer. They said they would send me a new sim card that would arrive in 2 weeks but they never sent one and it's been over a month now. Seems like a big scam.

  Business Response

  Date: 01/29/2024

  Hi, 

  We are very sorry for the frustration and that we never got the *** Card to you. We do show your account cancelled as of today's date. We are unable to process a refund for services. 
  

  We would love to make this right; I have noted your account that if you wanted to re-activate what we can do is provide you with $30 worth of extra data as a courtesy for the services not working and causing you to cancel. 

  We appreciate you taking the time to provide us with this feedback. 

  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.

  On 1/20/24 I recieved a text message stating the following.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 **************.I never signed up for any services from this company. They require PII get any information about what happened.

  Business Response

  Date: 01/26/2024

  Hi ****! 

  We are so sorry for this inconvenience! Your number was listed in our records in error. I have removed your phone number, and you should not receive any further contact from us. 

  Thank you, 
  Excess Telecom Support Team 

• Initial Complaint

  Date:01/19/2024

  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 got one of those free tablets early part of November 2023. It was aX8Pro that only worked for less then a work I went to recharge it and it wouldn't recharge. Called the company was told to send it back November 13th, 2023. I was told it would take 15 day upon them receiving it to check it out before a replacement would be issued. I paid $8.00 S&H fees to return it. I have been call and getting the run around. It is now January 19th, ****. I keep calling, but still getting the run around. I called today and was told to hold on while the service rep ******* the department to see what the hold up was. Only for a recording to ask me to rate the service and then was disconnected. Yet they keep calling me to keep the service activated. So, does this mean that the service inactivated for use by another to use the free service? Still don't have a replacement device.

  Business Response

  Date: 01/25/2024

  Hi ******! 

  It looks like your account is active and that you transferred your benefit back into Excess Telecom on January 19th, ****, so just a few days ago. I have requested that your replacement tablet shipment be sent by tomorrow. We will email you the Fed Ex Tracking Number. 
  
  We are excited to get these issues resolved so we can keep you as a customer! 

  ******************** Support Team 

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21170251
  
  I am rejecting this response because:

  Dear BBB,

  I still don't have my tablet, which was sent back November 13th, 2023 to this company for a replacement.  I call them and keep getting the run around. I was told it would take 15 days upon them receiving the tablet to get a replacement  once they checked it to see what the problem was, correct  it and send me another tablet. It will be 3 months since I paid shipping and handling to have ir returned to them. No word, no tablet from them.
  
  Thank you!

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

  Business Response

  Date: 02/20/2024

  ******, 

  Our sincerest apologies that your device still has not shipped. I have now escalated this to our Vice President of Operations, and we will be manually following up in the morning to ensure this has a tracking number assigned. We will have the tracking number to you this week, (hoping tomorrow). 

  Thank you for allowing us one last chance to make this right, 

  Excess Telecom Support Team  

• Initial Complaint

  Date:01/17/2024

  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.

  My ACP credit has been transferred 5 times since August 2023 without my consent my Excess Telecom. I do not or have I ever applied for any service with said company. Also upon speaking with an ACP representative it was noted that there were numerous fraudulent ACP accounts opened with addresses that were not my own. I would like this to stop and this fraudulent activity to cease.Thank you

  Business Response

  Date: 01/25/2024

  Hi *********, 

  We are very sorry that your information is being used to open accounts with Excess without your permission. We have taken some actions to prevent this and there are some additional steps you can also take. Excess has not blocked accounts under your name from being reactivated by any agent. I have searched our records and at this time we do not show any active accounts under your information.  The block should cease all the activity.  

  Here are some additional steps you can also take.  

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

  We hope this information helps and apologize for any inconvenience caused. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 01/26/2024

   
  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:01/17/2024

  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.

  On 01/17/2024 I received a text that said "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. Look out for a Welcome email containing important details about your service. For questions, visit ExcessTelecom.com to chat with a rep or call **************"I did not sign up for anything or ever contacted them before. I called customer service and they confirmed that my number is associated to an existing account with different personal information. When I requested to get it removed they said they cannot do anything for me even if I was calling from the exact same number. When I asked if that could lead to any fraud consequences they ended the call.

  Business Response

  Date: 01/24/2024

  Hi, 

  We are very sorry for the inconvenience this may have caused. I have removed your phone number from our systems and records. This should stop all contact from Excess. Your number was listed as an alternate contact number incorrectly on someone's account. 

  Thank you, 

  Excess Telecom Support Team  

  Customer Answer

  Date: 01/24/2024

   
  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.
  
  

  Thanks

• Initial Complaint

  Date:01/17/2024

  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.

  On 12/22/2023 a young woman was offering a free notepad. I asked her what company she was with and she stated ACP. Then I questioned her about the cost and she said there wasn't any cost. I firmly stated that I was happy with my service from Xfinity. I was told that there wasn't any change in my service just that ACP was giving free notebooks to low income families. After she had my date of birth she stated that I did qualify and that all she needed was a $25.00 activation fee.I was so upset and asked why the cost changed? And that we are a low income property. With just a few days before Christmas, no one had an extra $25.00. I went and told our manager to have her removed. Her and her friend had left the property. I had SIGNED nothing.I was so very surprised to get an e-mail from Xfinity stating that I had unenrolled in their program. I wasn't able to get ahold of Xfinity so I called ACP. The woman from ACP replied that this is a problem with Excess Telecom. She reapproved me for Xfinity and said that if Xfinity won't work with me to ask about an Exception Form. It was recommended that I file a report with BBB.I have not been able to get in contact with Xfinity or Excess Telecom.

  Business Response

  Date: 01/24/2024

  Hi, 
  
  We are very sorry for your bad experience with our sales agent. Our dedicated customer service number for ******************** is **************. I can confirm that the account that was created using your information was cancelled on January 20th, ****. Additionally, we have forwarded this to sales leadership for internal investigation.  

  Please let us know if you have any further questions or concerns and thank you for bringing this matter to our attention. 

  Excess Telecom Support Team 

• Initial Complaint

  Date:01/16/2024

  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 an email from ******* on Fri, Dec 15, 2023, 6:30PM stating that my ACP benefit was reversed with them and I would be charged the credit I had received on my next bill. I called them to enquire and I was advised to call ACP. Once I called, I was told that my benefit was transferred to Excess Telecom on December 14th. I didn't initiate this so I called the company and received the following information: The address on file: ******************************************************** phone number: ************. I have never stayed at this address or owned this phone number. At this point I determined that fraud had been commited with my personal information to open and obtain this account as I never requested this. I have already contacted the Excess Telecom support team to cancel my account and de-enroll me. The customer service agent I spoke with gave me the following info that was used to open this account which has never belonged to me:Email: ******************* Phone: ************ (alternate)The account was opened in person I asked for a call back for reimbursement and was told my account would be notated with a high priority but they cant guarantee a call back because they do not do that.Ticket #D010420247266 I was told the account is immediately canceled and I can transfer the benefit back immediately but I may have to file a new app.I also asked the agent how many fraud calls he get a day and his words were too many. I have also contacted my current internet provider (Xfinity) to indicate to them that I did not transfer my benefits to any other provider. I followed up with ACP to ensure Excess telecom closed my account and was notified that they had not. This seems to be a widespread issue and needs to be investigated on behalf of ******* consumers that this is a fraud company that needs to be shut down. My benefit was given to this company unauthorized and I'm requesting they repay the credit they received fraudulently.

  Business Response

  Date: 01/22/2024

  Hi, 

  We are very sorry that someone used your information fraudulently and for the time & inconvenience this has caused you. I have a few additional steps you can take in the case of identity theft. 

  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.

  Again, our sincerest apologies that your information was used to obtain our services without your consent. 

  Thank you for taking the time to share this feedback. 

  Excess Telecom Support Team 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21153601
  
  I am rejecting this response because: I have done all of these things prior to filing this complaint. This is a widespread issue of fraud. This does not resolve the fact that when I was told that my account would be closed and disenrolled as fraudulent, it did not happen from Excess telecom. I had to reach out to ACP several times for them to complete this process, causing further delay and harm. In addition, this company received fraudulent funds that were to benefit me for internet service and as a result of thier inaction, I am without the benefit because they have received it and gained from it. To that end, I am seeking reimbursement for the funds $60 for the month of December and January in which the were paid my benefit faultily.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/29/2024

  Hi *******, 

  We agree to provide you with a check for $60 for your lost benefit and again apologize for the frustration that someone used your personal information to sign you up for our services. We truly do want to do the right thing for you and do not condone or approve of any fraudulent behaviors from any agents representing Excess Telecom. We will conduct our internal investigation in addition to you reporting to the government. Rest assured we will take appropriate action if we find cause. 

  The check will be mailed to the address you used on this BBB complaint and should arrive within 2 weeks. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:01/16/2024

  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 ordered the device on November 11th and have yet to receive after being told it could take up to 2 weeks it has now been over 2 months

  Business Response

  Date: 01/24/2024

  Hi There, 

  We are so very sorry for the delay. We have coordinated getting this shipped out via Fed Ex & your tracking number is 270107621173. 

  Thank you for bringing this to our attention so we could correct! 

  Excess Telecom Support Team 

• Initial Complaint

  Date:01/16/2024

  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.

  On 01/05/2024, ***************************** and a couple of other women came to my apartment complex at ******************** to sign residents up for tablets for the Affordable Connectivity Program. My state ID, housing choice voucher, and social security number were asked for and given. I was approved of a phone on 01/05/2024. I didn't see the phone until 01/12/2024. ***************************** gave me a phone that didn't work after my personal information was given. I told her the phone didn't work. After she confirmed the phone didn't work; she refused to give me a replacement. She told me to contact Excess Telecom for a replacement. I did but they refused to help me or send a replacement. With all the scamming, this company and the lady that set me up with the phone were acting very suspicious and fraudulent.

  Business Response

  Date: 01/22/2024

  Hi there, 

  We are very sorry for the bad experience you described and that we refused to replace the phone thus far. I have just emailed our shipping team to get you a replacement phone mailed out STAT. I will email you the Fed Ex number as soon as I have it, should be within 1-2 days for the tracking number. 

  We want to thank you for allowing us to correct this situation as we very much appreciate having you as a customer. We will be in touch soon. 

  All our best, 

  Excess Telecom Support Team