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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

    • 565 total complaints in the last 3 years.
    • 45 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/26/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received an unsolicited text message about paying for a cell phone account that I did not request. I have never had business dealings with this company and am not sure how they got my information. I want them to delete my information from their accounts and not contact me anymore.

      Business Response

      Date: 01/03/2025

      Dear Better Business Bureau,

      Thank you for forwarding this complaint to us for review. We have removed the phone number from our records, and this should stop all contact.

      Thank you,

      Excess Telecom

      Customer Answer

      Date: 01/03/2025

       
      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,

      Britain ********

    • Initial Complaint

      Date:12/12/2024

      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.
      excess telecom is phone program been robbing me blind for a service I don't have.

      Business Response

      Date: 12/18/2024

      Dear Better Business Bureau, 


      Thank you for bringing this matter to our attention. We have thoroughly reviewed the information provided, including the name, address, phone number, and email address submitted in the complaint. Unfortunately, we do not have a customer account on file that matches this information.

      Excess Telecom 

    • Initial Complaint

      Date:12/11/2024

      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.
      This is my second time contacting BBB about Excess Telecom. On November 15 I contacted Excess Telecom to inquire why my phone service was disconnected. I was first told, there was a problem with the system; to wait 48 hours. Three days later, I was told I would have service at the end of the day. The following day I was told there was no record of my account, the call was purposely disconnected. I called back, and was told my services were disconnected due to nonpayment. I offered a receipt number, and was told it wasnt needed. This company are scammers, they are preying on low, fixed income families/individuals. I requested a refund and have yet to receive one. I was called on November 25th at 6:03p by an Excess Telecom representative who said I would be refunded and the service was restored. The phone had been off for weeks. I would like a refund. I have cancelled my services, went to another carrier.

      Business Response

      Date: 12/18/2024

      Dear Better Business Bureau,

      Thank you for making us aware. 
      After reviewing the account, the November charge has been refunded and the account has been canceled as requested.
      At Excess Telecom, we are committed to improving our processes to ensure situations like this do not occur in the future. This feedback is invaluable in helping us identify areas for improvement.


      If there are any further questions or concerns, please do not hesitate to reach out to our Support team.
      Thank you for giving us the opportunity to address this. 

      Excess Telecom

       

       

    • Initial Complaint

      Date:12/10/2024

      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.
      I have received this text message multiple times Excess Telecom MSG: To keep your ***************** connect to the internet from your device using data (not WiFi) once per month. Or reply YES to this text to keep your service. Reply STOP to opt out. I tried calling excess Telecom and telling them I dont have an account or device with them and I would like the texts messages to stop. They would not help me without requesting my personal information. I told them I dont have an account and would not be providing my personal information. They said they couldnt help me without it. I would like them to remove my phone number from their system and suspend any accounts using my phone number.

      Business Response

      Date: 12/18/2024

      Dear Better Business Bureau,

      Thank you for bringing this to our attention. After reviewing the matter, we found that the number was listed as an alternate contact under a different name. 
      To address this promptly, we have removed the number from the account to prevent any further contact.
      We apologize for any inconvenience this may have caused and appreciate your understanding. Should you have any further concerns or need additional assistance, please dont hesitate to reach out to us directly.

      Excess Telecom

       

    • Initial Complaint

      Date:12/09/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In 2023 I used Excess Telecom and stopped service with them June 2024. They refuse to stop calling me asking if I want service still. I have told them no but they still call me atleast 5 times a day asking the same question. I have called the company directly and the agent tells me he is exculating the issue and wont recieve phone calls but everyday all day I still get calls.

      Business Response

      Date: 12/16/2024

      Dear Better Business Bureau,

      Thank you for bringing Ms. ******* concerns to our attention. We sincerely apologize for the inconvenience caused by the unwanted calls.
      Upon reviewing the matter, we have confirmed that Ms. ******* contact information has been added to our internal Do Not Contact list, and her details have been blocked from further use in our systems.
      We appreciate Ms. ******* patience and understanding as we work to address her concerns. Please feel free to reach out if further assistance is required.

      Excess Telecom

      Customer Answer

      Date: 12/17/2024

       
      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:12/06/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been receiving text messages from Excess Telecom since November 25, 2024, but I do not have an Excess Telecom account. When I called customer support, the representative confirmed I do not have an account. He said my number is listed as a secondary number for someone else's account. I do not know anyone with this service, so someone provided my number in error. I never consented for this company to store or use my phone number. The representative said he is not able to remove my number without the account owner's permission. I have no idea who the account owner is, so my number is basically stuck in the system. Please remove my phone number from your system.

      Business Response

      Date: 12/13/2024

      Dear Better Business Bureau,

      Thank you for forwarding this complaint to us for review. We have removed the phone number from our records, and this should stop all contact.

      Excess Telecom

      Customer Answer

      Date: 12/23/2024

       
      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,

      *** Balkan

    • Initial Complaint

      Date:12/06/2024

      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 was sent a SIM card and activation instructions in the mail and I did not request any service or device from ********************. I am also assuming that they may have sent me a device as well but I never received it. My neighbor told me that a package was seen addressed to me in the lobby. SIM card info Puk 1 ******** *********** ********* serial number ? maybe ******************* I dont know if this company or other person used my info to apply for this service. I want my service and info deleted form their system.I did not authorize any service.

      Business Response

      Date: 12/13/2024

      Dear Better Business Bureau, 

      Our records indicate an online application for the Lifeline Program with Excess Telecom powered by IM Telecom on 10/30/2024. As requested, we have closed the account, and we have blocked the information from being used on any future enrollments with Excess Telecom. If you believe you were a victim of identity theft, please visit ******************************.

      Excess Telecom

    • Initial Complaint

      Date:12/06/2024

      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.
      In Oct, Nov, and now Dec of 2024, this company has erroneously transferred my lifeline benefit to themselves and away from my current provider. Every month my service is disconnected as a result. This is costing me thousands of dollars, dozens of hours, and countless phone calls back n forth to get it resolved; only to see it happen again the following month. Unacceptable

      Business Response

      Date: 12/13/2024

      Dear Better Business Bureau,

      Our records indicate that an online application was completed for the Lifeline1 Program with Excess Telecom powered by IM Telecom on 10/08/2024.  On 12/04/2024 we were contacted and the subscriber requested to cancel the account. The account was cancelled the same day. Additionally, we have blocked their information from being used on any future enrollments with Excess Telecom. 

       Excess Telecom

    • Initial Complaint

      Date:12/02/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was a Lifeline subscriber with Assurance Wireless. I received an email from them stating my Lifeline account was transferred to a different wireless company, and because of that, I no longer have Assurance Wireless. I talked with someone at Lifeline, who informed me that it was transferred to *****************. I contacted them and was told it was with their parent company, ***************. This is the 3rd time this has happened to me. They have some dishonest **** creating fraudulent accounts so they can meet their quotas. The national verifier shows that the application was approved on 11/24/2024

      Business Response

      Date: 12/11/2024

      Dear Better Business Bureau,

      Our records indicate that an online application was completed for the Lifeline1 Program with Excess Telecom powered by IM Telecom on 7/1/2024. On 12/3/2024, we received notice from the **************************************** (****).Additionally, we have blocked your information from being used on any future enrollments with Excess Telecom.

      If there are any other questions or concerns, please call our **************** at ************.

      *Subscriber agreed at the time of enrollment to receive Lifeline benefits from IM Telecom and apply their Lifeline discount benefits to Excess Telecom branded services. IM Telecom has contracted with Excess Telecom to provide support for **************** and benefits and to enable subscribers to apply those benefits to Excess Telecom branded plans. The application of IM Telecom Lifeline program discounts to Excess Telecom branded service is subject to the Terms and Conditions available at **********************.

      Customer Answer

      Date: 12/11/2024

       
      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:11/26/2024

      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.
      Well I applied one time with 1wireless excess telecom and when I filled out the application they told me 5-7 business it took them3 months then when I got my SIM card it didnt have a number on it and they said my account was cancel I never had it cancel so I filled out another appication they said I will receive it in 5-7 business days it been 7 days they said it still processeing I ask if there was a problem with California life line they said no I feel that excess ****** do not check theyre application to have people shipment on time that someone needs to check that business to see whats going on I have a lot to do with my phone important issue I need a phone and they are not responsible for theyre business I could apply somewhere else but they keep telling me its on the way then when I call to find out they tell me its on the still processing thank you Mrs *******

      Business Response

      Date: 12/11/2024

      Dear Better Business Bureau,
      Thank you for giving us the opportunity to address Mrs. ******** concerns regarding her application with Excess Telecom. We take these matters very seriously and strive to provide clarity and support to all of our customers.
      Upon reviewing Mrs. ******** account, we found that her application has faced challenges due to denials issued by the ************************************** (****). These denials are typically based on eligibility criteria established by **** and are not determined solely by Excess Telecom.
      We understand how critical reliable communication services are and sincerely regret any frustration or inconvenience Mrs. ****** has experienced during this process. To resolve the matter, we encourage Mrs. ****** to reach out to the **** directly to confirm her eligibility status or to address any potential issues that may have resulted in the denials.
      Excess Telecom remains committed to assisting Mrs. ****** throughout this process. We will ensure that her application is processed promptly once eligibility is confirmed.
      Thank you for bringing this to our attention, and we appreciate the opportunity to address this concern.

       

      Excess Telecom

    Excess Telecom is NOT a BBB Accredited Business.

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