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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.
    • 43 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/16/2024

      Type:Order 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 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: 01/22/2024

      Hi there, 

      We are very sorry for any inconvenience this may have caused. I have removed your phone number from our systems, and this should stop all contact from **. 

      Thanks for bringing this to our attention, 

      Excess Telecom Support Team 

      Customer Answer

      Date: 01/23/2024

       
      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:01/16/2024

      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.
      I received this text please look below and I am not a customer at all. They need to remove my number immediately: 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: 01/22/2024

      Zarah, 

      Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have removed your phone number from our systems. This should stop all contact from Excess Telecom. It was likely a typo when the customer established service and entered the wrong contact number. 

      Thanks again for making us aware so we could fix this. 

      Excess Telcom Support Team 

    • Initial Complaint

      Date:01/16/2024

      Type:Billing 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 the following text from this company. I did not sign up for this service and believe my information has been used to make an account without my consent. When I spoke with ******* *********************** on the live chat, he said that there was no account matching my phone number. He asked for my full name and last 4 of my SSN to look for an account that way, which I was not comfortable sharing but did to try to resolve the issue. He said that there was no account matching my information and recommended I just disregard the text, which makes no sense since I received a text from them. I have been a victim of unemployment fraud in the past so I'm aware my information is out there, so I don't believe this is simply a "typo" as the business has claimed in other reviews. I want the account linked to me closed.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: 01/22/2024

      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. 

      Excess Telecom Support Team 

    • Initial Complaint

      Date:01/12/2024

      Type:Customer Service 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 was a marketing agent for the company and the managers I worked under are acting fraudulent. I was penalized by this company for the managers actions and I am afraid they continued to use my registration number to activate phones without my permission

      Business Response

      Date: 01/22/2024

      Hi there, 

      Thank you very much for your feedback. We are in receipt of your complaint regarding the third-party company that provides marketing services for Excess Telecom. I have forwarded this complaint to our Vice President of Field Operations and our Internal Compliance Team to follow up on. 

      If you have additional questions or concerns, please contact us via email anytime ********************************

      Thank you! 

      Excess Telecom Support Team 

      Customer Answer

      Date: 01/25/2024

       
      Complaint: 21135748

      I am rejecting this response because:

       

      I would like a direct phone call from the president of excess telecommunications to further explain this situation and see what is the next steps. This must be thoroughly investigated. ************

      Sincerely,

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

      Business Response

      Date: 01/31/2024

      Hi there, 

      I am writing to follow up on your concern. The matter is undergoing investigation to ensure it is addressed effectively. I have sent your request for a phone call from the president on as well. 

      Thank you, 

      Excess Telecom Support Team 

    • Initial Complaint

      Date:01/12/2024

      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.
      On Oct 13 I contacted Excess Telecom as my tablet would not hold a charge. I was ordered a one time free replcement by the represenative. since that time I have called on multible occasons as I have not recieved my tablet. Excess telecoom has been paid by the goverment for the last 3 months for me to have a serviice that i do not have any use of. There have been over 20 escalations fiied there has been a support e mail sent to me on jan 3, **** telling me too pay for it then they wll send me one . there was a represenative that gave me the number to ACP when I asked for the home office number and I am sure he knew they would not help with this matter. There have been many refusals from supervisers to talk to me only one has and I have used my manners and never been rude to one person at this company but this is ridiculas. Should my next step be to report them to the goverment for getting paid for a service they are supposed to proviide to me and dont. I used to like ths buisness but not right now I dont.

      Business Response

      Date: 01/22/2024

      Hi ******! 

      We are really sorry for the inconvenience. I have a fed ex tracking number for you of 789469430582 and coordinated expedited delivery for you. 

      Please accept our sincerest apologies. We appreciate you taking the time to reach out so we can make this right. 

      Feel free to email us at ******************************** if you have further questions or concerns. 

      Thanks! 

      Excess Telecom Support Team 

    • Initial Complaint

      Date:01/12/2024

      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.
      I have received communication from this company that states I have transfered to their service and I have never filed any documents with them.

      Business Response

      Date: 01/18/2024

      Hi, 

      We have removed your email address from our records and systems. I believe this was likely added to an account in error, the account holder was in a different state and had a different name. 

      Thanks for your complaint and please email us if you have any further questions or concerns at ********************************! 

      All our best, 

      Excess Telecom Support Team 

    • Initial Complaint

      Date:01/12/2024

      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.
      On 1/11, I received a text message stating that I signed up for their service. I did not sign up for service with Excess Telecom and I did not request service from Excess Telecom. I want them to remove my phone number from their records.

      Business Response

      Date: 01/22/2024

      Hi there! 


      We apologize for any inconvenience this may have caused. I have removed your phone number from our records and system. This should stop all contact from ** immediately. It appears that your number was adding to an account in error. We do not believe this to be fraudulent activity, likely just a case of a typo.  

      Please feel free to email us if you have any additional questions or concerns. 

      Thank you! 

      Excess Telecom Support Team.  

    • Initial Complaint

      Date:01/12/2024

      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.
      I got signed up for acp and given a free phone from excess telecom kiosk on my street. The phone died within two weeks.Excess telecom will not replace the device.

      Business Response

      Date: 01/18/2024

      Hi, 

      Thank you for your feedback, we really appreciate you brining this to our attention. We would be happy to issue a cell phone replacement for you. If you would like to proceed with reactivating service and getting a cell phone shipped out, please contact us via email at ********************************

      Thank you, 

      Excess Telecom Support Team 

    • Initial Complaint

      Date:01/11/2024

      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.
      They have been sending out calls to make sure I still want service. However they dont just call once a day or twice or even three times. They called me three times within 10 minutes, waited a couple hours and then did it again. Then they send text after text several times a day. They took my data away from me for some reason without telling me but require me to use their data to keep the service. Then a day into this month they started calling and calling and texting, after 1 day! They ignored my questions, lied when they said they would send me the number for tech support to figure out why my data wasnt working (I knew but they were playing dumb). When I finally got a person they said they didnt have the ability to text me the number and information to IT. When I asked them if they deal with data and phones and they seemed to be able to text me to tell me to do something, why couldnt they do it to give me the information I needed? Their response was well the *** card isnt capable of that But its certainly capable enough when they incessantly text me. Then they suddenly promise to send me the info. Its harassment. They are taking money from government funds because I had to give my benefit information for it.

      Business Response

      Date: 01/12/2024

      Hi, 


      We are really sorry for the bad experience regarding the claims that our outbound agents excessively calling. This is not at all our normal business practice. The phone number to reach technical support is ************** and our apologies again that our agent could not provide this information to you. We will investigate internally and take appropriate action on these behaviors with the agents.

      We are required under the Affordable Connectivity Program Rules to verify that you would like to continue using service or validate data usage at minimum once every 30 days to keep your service active. If there is not validation or data usage after 30 days, the government rules mandate that we cancel your account. These are attempts to keep your account active. I have noted your feedback that the calls and texts are excessive, and we will use your feedback to improve our customer experience.  

      We sincerely thank you for your feedback. If you should have any other questions or concerns you can reach us directly by chatting with us live online at www.excesstelecom.com/contact. Thank you so much for being our customer, we appreciate you! 


      Thank You, 

      Excess Telcom Support Team 

      Customer Answer

      Date: 01/12/2024

       
      Complaint: 21123097

      I am rejecting this response because: it was not just excessive calling, it was excessive texting too. You say you need to validate every 30 days but I told you that I would validate it by verbally talking to them and then they would threaten to stop my service. Im constantly getting emails to validate and I validate it that way, nothing. I get different information each time. Some of the agents I spoke to said they were supervisors on top of everything. I understand that you have to validate it once a month but when I do it several times over it gets ridiculous and when I tell them I cant use the data once a month because you guys took it it gets very very tiring.

      Sincerely,

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

      Business Response

      Date: 01/18/2024

      Hi *******, 

      Per your request, I have stopped the usage reminders. As a reminder, we cannot control the program rules & we will abide by the government mandated to cancel service if not used once every month. 

      We TRULY appreciate your business and want to ensure you are happy with us. So let us know if there is anything else we can do to ensure you are very satisfied! 

      All our best, 
      Excess Telecom Support Team 

      Customer Answer

      Date: 01/19/2024

       
      Complaint: 21123097

      I am rejecting this response because: Youre not listening to me or my concerns. Im not asking you to stop every and all reminders. I voiced my concerns and objections to the obsessive amount of calls, texts, and emails that I received sometimes every day, week. They remind me right as the new month starts. If the data was working it would not be enough time to do anything! Also, again, you guys took my data from me without my knowledge and your agents said they would send me the information to talk with someone but never do. You can try to say that I said to stop the reminders (which is a lie) and then be passive aggressive about my service because you and your agents refuse to help me after you took my data and then harass me to use the data to keep my service. Oh and I got three different reminders in 2 days after confirming that I wanted to continue my service and then you think theres nothing wrong? Your customer service agents hanging up on me constantly? But Im the issue?

      Sincerely,

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

      Business Response

      Date: 01/25/2024

      Hi *******, 

      We completely understand your frustration. We just do not have a way to dial back how much we are texting you individually. The system is set up where we either text you every 3 days or do not text you at all. I hear your feedback that it is too much and that you do actually like and appreciate some reminders just not so many. I wish I had a solution to this at this time. I can communicate that we are in process of working to change the number of texts our customers receive and be able to use better logic with our communications. 

      We are adding an extra 15GB of data for the inconveniences to your account. Our agents should not have a way to take data away, so I will investigate this contact with us and understand if there is a way and stop that from happening. 

      We do really want to keep you as a customer and this feedback is valuable to us, as we are taking this same approach with all of our customers in regard to usage and I hear you that it's not ideal. You definitely are not the problem, and we are very sorry if our previous messages came across in this tone. 

      Thank you for taking the time to communicate your feedback, all of it is very helpful to us so we can improve our customer experience. 

      All our best, 
      Excess Telecom Support Team 

      Customer Answer

      Date: 01/31/2024

       
      Complaint: 21123097

      I am rejecting this response because: Im continuing to be bombarded with emails, texts, and calls. They have all been threatening to take my services away. I verbally spoke with someone and then still received several texts, calls, and emails after confirming that I was wanting to continue my service. I shouldnt have to go through this and I dont need you to completely stop. What I need is to not be harassed or threatened or hung up on. Im tired of having to deal with this. Im disappointed and frustrated and disgusted with you guys. Sure, add more whatever, I cant access it. 

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

    • Initial Complaint

      Date:01/10/2024

      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.
      Purchased 11/14/2023 Purchased refurbished tablet for $25 Committed to provide me a refurbished tablet Dispute that it has been almost 2 months and have not received tablet Business claims warehouse is back logged and haven't gotten to 11/14 orders yet

      Business Response

      Date: 01/12/2024

      Hi,

      We sincerely apologize that you had to wait so long. I escalated this to our warehouse and the Fed Ex Tracking number is ************ and it looks like it was on the way as of yesterday.

      Thank you for allowing us to correct this situation. We will take this feedback to understand what happened and improve the customer experience for customers going forward so this does not continue to occur. We appreciate having you as a customer! 

      Thank You,

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

      Customer Answer

      Date: 01/18/2024

       
      Complaint: 21114390

      I am rejecting this response because: the company provided fed ex # ************.  Called business on 1/15 and represented provided same tracking #. When tracking package online, package was being delivered to *****, **.  I live in **********.  Called business again on 1/17 and representative confirmed shipping destination city and state, verified my address with him and he replied that there is no shipping information on my account.  Put me on hold to "check with the warehouse" - again no shipment information.  

      Representative provided escalation # P58461 to warehouse for updated shipping information. 


      Sincerely,

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

      Business Response

      Date: 01/24/2024

      Hi ****, 

      We are SO sorry. I honestly do not know how this happened, the address on your account is matches what you provided. You have another shipment scheduled to go out tomorrow to the correct address. I will email you the Fed Ex Tracking number when it is generated tomorrow. We will investigate our systems to find out what happened. 

      Thank you, 

      Excess Telecom Support Team.  

    Excess Telecom is NOT a BBB Accredited Business.

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