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:01/09/2024

  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.

  On 1-5-24, I received a text message &to my personal phone & also an email stating "Thank you for choosing Excess Telecom as your ACP Service Provider, We are excited to have you as customer." I have do not know of this company & so I replied to their email stating that I had not signed up for anything from their company so please remove my name and information from your system.This is the reply I got to my email: Delivery has failed to these recipients or groups:Excess Telecom, *** (*******************************)?The recipient's mailbox is full and can't accept messages now.I then went to their website and started a live chat stating asking how to report fraud to them. I also advised that I had tried to reply to their companys email but it was undeliverable.The live chat representative immediately asked me for my full name, date of ************* number & the last 4 digits of my SSN, which I refused to provide because I dont give out that information over the internet. Could someone please call me to have my information and transfer of ACP benefits removed from this companys system ASAP!? This is fraud and I am very frightened of what may result from this.Thank you.

  Business Response

  Date: 01/18/2024

  Hello, 

  Thank you for sharing your experience in detail with us. We are very sorry for the inconvenience caused to you. I found your account and it shows that your account is cancelled and that your *** Benefit was transferred to another provider on January 9, ****. We will forward this to our internal compliance team to investigate further. 

  Additional steps if you suspect identity fraud:  

  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.
  2. The government will investigate the identity fraud claim and, if determined to be fraud, will provide documentation to the ******************.
  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.

  I hope this helps and again thank you for sharing your feedback. 

  Excess Telecom Support Team 
  
  

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21109649
  
  I am rejecting this response because: After 1-5-24, I have received three separate calls on three separate days from Men stating that they are from Excess Telecom IT Department and "They want to activate my device".  I respond that I have contacted the BBB & they hang up Immediately!

   On 1-5-24, Excess Telecom's Representative was the Person who collected & entered the information into a Personal Laptop Without Transparency of the detailed explanation was being done! 

  I want to speak with a District Manager at Excess Telecom over the phone to get details of how the process Should have been done, including all identifying information & detailed information that the Excess Telecom Representative was expected to perform upon the Company's Behalf! 

  I want to also file an Internal Complaint And a Written Confirmation from Excess Telecom that all of my personal information collected by their Representative has been Delated from their Company Database, so that the fraudulent phone calls will be terminated.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/26/2024

  Hi, 
  We are in receipt of your complaint and have formalized it with our internal compliance team. 

  
  We have a team that does call customers that transferred their ACP Benefit in an attempt to get customers to re-activate service if the account is cancelled. Even though we removed your phone number from our records on 1/18/24, we discovered with more research that the Marketing your number listed on our team to call you and attempt to get you back with Excess Telecom. We have now removed from our marketing campaigns as well.

  
  I took additional steps to block ACP enrollments for you in our system. No agent can re-enroll you in Excess Telcom.
  We provided instructions on how to file an identity fraud complaint previously. I have forwarded your request for a District Manager to contact you. Your complaint is on record, and we currently do not show your ACP Benefit active with Excess Telecom.

  We are truly sorry for all the frustration and inconvenience.

  
  Sincerely,
  Excess Telecom Support Team 

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21109649
  
  I am rejecting this response because:  Excess Telecom's response did not include the name of the District Manager that they advised will be contacting me, nor was the future date/time provided.

  Please provide the proposed date and name of the Excess Telecom District Manager who will call me to discuss this further. 

  Thank you in advance for your assistance.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/09/2024

  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 applied for and received a sky pad tablet through Excess telecom in late August 2023. After about 6 weeks of use for some reason the screen would no longer react to touch. I called this provider to ask if i could put the sim card in another device to use the service and to ask how can i find out if a device was compatible. ******* informed me that he could sent a replacement tablet free of charge. Great, i said lets do that. He informed me it would arrive in **** days. I waited a month before calling back. I was told that the order is in but it hadnt been shipped yet and she would expedite it and i should get it in **** bus. days. Another month goes by. Im steady checking the mail for it and nothing. I found a page online where i was able to check *********** said my order is in but shipment is on hold until $11 for copay is paid. I call back and explain that i was told it would be a free replacement so y was i now being required to pay. I was told that no this co payment should have been waived for a first time replacement and he will get it shipped. Again **** days. That was 3 days ago. Now i check status online & it is still waiting copay to be paid before shipment. This company is receiving their monthly payments from the government for me being enrolled in their service the entire time i cant even use the service. They should be paying me for using me for 3 months. I know they have me still as an active enrollment bc i get the ************** every week reminding me to use the service at least once every ************************************************************************************************************************************** could have been doing that the past 3 months. Theyre getting paid for service no one is using. Ship the free tablet already Overnight delivery please & it would be nice if my data was doubled for 3 months to allow me to use the data they claim to the govt. i used. The 1st that malfunctioned was provided 100%free of charge.

  Business Response

  Date: 01/25/2024

  Hi *******! 

  We are so very sorry for the delay in responding here on the BBB. I actually took a few actions back on January 18th and I must have failed to respond to the BBB complaint. Please accept my apologies. 

  1. You likely received the replacement. Fed Ex Tracking Number ************ was shipped on 1/19/2024. I hope it is working well for you! Let us know if you have not received. 

  2. I noted your records on 1.18.2024 and agree to honor your proposal of doubling your data to make you whole for the data you were unable to use. 

  Thank you very much for being a loyal customer and bringing this to our attention! 

  All our best, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:01/09/2024

  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.

  My phone number is incorrectly attached to someome else's account and I want it removed immediately.

  Business Response

  Date: 01/18/2024

  Hi, 

  We are so sorry for the inconvenience. I just located and deleted your phone number from Excess Telecom records. This should cease all communications to your number. Please email us at ******************************** if you need further assistance. 

  Thank you! 
  Excess Telecom Support Team 

• Initial Complaint

  Date:01/09/2024

  Type:Service or Repair 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.

  Back in November, I contacted excess telecom because my tablet I had received needed to be replaced. I paid the copay of $25 and was told that it would ship within ***** days. I have now escalated the issue 3 separate times. Each time I was promised that I would be contacted upon my tablet shipping. I never received any communication at all. Each time, I've called back only to be led through the same process of getting all my information and then giving me lip service about it supposedly being escalated.

  Business Response

  Date: 01/12/2024

  Hi *******, 

  We sincerely apologize that we have not shipped your order. I escalated this to our warehouse and the Fed Ex Tracking number is 789214926504. You should receive within 5-7 days. 

  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. 

  Thank You, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 01/12/2024

   
  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:01/09/2024

  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.

  December 29th,2023 i've been trying to contact excexx telecome about my phone, I live in **** NOT *** BUT I CANT GET A 816 **** AREA CODE FOR MY PHONE I HAVE TO GET A *** (******************) AREA CODE (913)I CALLED CUSTOMER service trying to figure out why my phone is not working they hang up says "no connection . I been trying to remedy this matter. they say i recieved a tablet (which i never applied for) finally i get ahold of a customer servevice agent and explain whats going on and they said they will reprogram my phone but still nothing .all i want is to be able to use my phone I cant go to far from house i lose signal its supposed to be 5G phone as they tole me but its really 4G and bad signal

  Business Response

  Date: 01/11/2024

  Hi!

  We are so sorry that you were having a hard time getting your service issues resolved. I did look at the account and it looks like you are able to make calls, text and use the internet service and that we got the phone number changed for you last week. 
  

  Hoping that everything is now resolved, but if not please email us at ******************************** and we can help work out anything else you need. 

  Thank you for your feedback! We greatly appreciate having you as a customer. 

  ******************** Support Team 

• Initial Complaint

  Date:01/09/2024

  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.

  Excess Telecom keeps stealing my social security number and using it to steal my ACP benefit for my cellphone. It is $30 a month that I absolutely cannot afford to be stolen from me. I do not understand why the federal government is allowing them to steal my government benefit.

  Business Response

  Date: 01/12/2024

  Hi, 

  We sincerely apologize signed up for service without your consent. I have cancelled the account and blocked it from being reactivated in addition to sending to our compliance team to investigate. 

  Here are additional steps you can take to protect your identity or correct the situation with the government further. 
  

  - The customer must call the ****************** directly to initiate a claim of identity theft. That number is **************.
  - The customer must file a claim at www.IdentityTheft.gov and provide any details/documentation requested.
  - ******************* will investigate the identity fraud claim and, if determined to be fraud, will provide documentation to the ******************.
  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 for bringing this matter to our attention. We appreciate your feedback and are working hard to improve our customer experience. 

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

• Initial Complaint

  Date:01/09/2024

  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.

  Date: 1/4/2024 Time: 11:54 AM CT Phone Numbers: ******************-************ Received a text message from Excess Telecom stating I started service with them as an ACP provider. I have never heard of this company, nor am I ******* (referenced in the text). I have attempted to reach the company to remove my information but cannot get through and would like my information removed. I never signed up with Excess Telecom.

  Business Response

  Date: 01/18/2024

  Hi!

  I believe that your contact information was added to someone else's account in error.

  I have removed your phone number from the account, and this should stop all contact from Excess Telecom.

  We apologize for any inconvenience this may have caused you.

  Thank you, Excess Telecom Support Team 

  
  

• Initial Complaint

  Date:01/09/2024

  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 $11 for the tablet. I was told that the services would be free and just pay $11 for the tablet. I was then told that I would be using their service for the tablet only. I would still be using Spectrum for my main internet. I have tried to contact them but can't get anyone to help me understand what is going on. How do I make sure that I don't have an account with them and if I do, how do I cancel? After reading all of the complaints, I do not want anything to do with this company. If I need to send the tablet back, then I will. I was told that I keep the tablet. But it sounds like they are charging people for using their service. They do not have any of my banking information. Please help me to make sure that I cancel any associations with them. Thank you.

  Business Response

  Date: 01/11/2024

  Hi *****! 

  We are really sorry to hear this. I can help explain further. The account that you had with Excess Telecom was fully covered by the government program called Affordable Connectivity Program (***), so the service cost is $0.00 per month for 15GB of data on the tablet which was the plan you had when you were signed up.  

  We do show that your account was cancelled on December 3rd, 2023. 

  You will never receive a bill from us and do not need to return the tablet. The tablet was provided to you as a part of the Device Benefit of the *** and the only cost is an $11 co-payment which you have paid in full. 

  We appreciate the feedback you provided, and I hope this information helps clarify our service offerings. If you change your mind, we would love to welcome you back as a customer anytime! 

  Thank you, 

  Excess Telecom Support Team 

   

   

• Initial Complaint

  Date:01/09/2024

  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 the free tablet from Excess Telecom on October 2023 I probably had it about 2 weeks total and my boyfriend smashed the one I had and I had to save the money that he barely gives me up and I paid $50 for a replacement tablet on Thanksgiving November 23rd, 2023 ans I even have verification that the transaction went through completely. I had received nothing and was told that when I did the transaction that it would be shipped out by expediting the tablet within 11 days of the transaction and money going through on their end. It went through fine. I called at the beginning of December and they gave me the run around and I called again on the 15th of December and they told me that it was processed and entered into their system incorrectly and they would expedite this ASAP. No one told me that expedite means that it will be 14 more business days not counting holidays before I would receive it. That period ends tomorrow. A d I was just told via live chat that they apologize but they still have no tracking number or anything new to tell me and that so far after 14 more business days that I still have not been mailed out a new tablet that I have an active ACP Benefits account for and just cannot use it because I have nothing to use it with. The status thus far from the live chat representative ****** told me that the status was N/A and thru have no new information and that the period ends tomorrow. I have not received anything from them. I need this tablet for school and I feel like I keep getting the runaround and their version of expedite is not very fast and I feel like I'm being scammed out of My money that I could desperately use back right about now but I have nothing to show for it. Im extremely close to demanding My money back and go Through a different company. Because this should not be taking this long to ship out a small tablet that I paid for. The customer support doesn't do anything except Tell me to call back. I'm extremely disappointed in service

  Business Response

  Date: 01/18/2024

  Hi, 
  I am so very sorry for the delay getting your tablet to you. We agree to refund your $50 and ship the tablet on our next outgoing shipment this week. I will email you the Fed Ex tracking number by tomorrow. 

  Thank you for allowing us to correct this for you! 

  Excess Telecom Support Team 

• Initial Complaint

  Date:01/09/2024

  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 received this text message today. I have not signed up for anything with this company. I am afraid to respond to this message. Please tell me how to respond. Heres the 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: 01/10/2024

  Hi!

  I believe that your contact information was added to someone else's account in error. I have removed your phone number from the account, and this should stop all contact from Excess Telecom. We apologize for any inconvenience this may have caused you.

  Thank you,

  Excess Telecom Support Team