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:12/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a tablet from this company through the *** program which is a Government Benefit program. I paid $23 and when I received the tablet, It was a very small tablet. I thought I was getting a 10 inch screen at least to do my school work on. I called to ask to return the tablet and cancel the service. I was told that I could keep the tablet, which I didn't want. I wanted to send the tablet back. I was told that since it was through the *** I could keep it. I reached out to *** and was told in order to receive another tablet I would have to return the tablet I have now. I explained that situation and was still told to return the tablet. I call Excess again and was told that they wouldn't take it back that I could keep it. I wasn't provided w/ an address and stuck w/ a tiny tablet that I can't use. All I want to do is return the tablet so that I can get another one that fits my needs for school. Excess is telling me that I have no option but to keep the device. I am very upset with the way they are handling the situation because there should be a way to return a item. I am not asking for a refund, just following the orders of the *** who told me to return the item so that I can get another one that I can use.

  Business Response

  Date: 12/18/2023

  Hi there, 

  I am very sorry that you have had to spend so much time getting this issue resolved. I generated a prepaid fed ex return label for you and have emailed it to you at ****************************. 

  Feel free to email us at ******************************** if you have any additional questions. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21002747
  
  I am rejecting this response because:
  I haven't received the prepaid fed ex label that was supposed to be emailed to me yet. I have checked my junk and spam folder and there isn't a label sent to me as of yet. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/18/2023

  Hi there, 

  It may take a little bit to work through our email system, I double checked I sent to correct email. Can you give it up to an hour and please let me know if you do not receive it. 

  I also processed a refund for you as well for the copayment on the tablet for $11 and this can take 5-7 days to reflect back into your available balance.  

  Thank you, 

  Excess Telecom Support Team. 

  Customer Answer

  Date: 12/18/2023

   
  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.
  I have received the email and the refund receipt for the tablet. I will send it back via ****** Thank you.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/12/2023

  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 can't track my package, I had entered my delivery address as P0 Box 445 ********* ** ***** but It shows as **************************************, every time I log into excess wireless it tells me I need to re-enroll even though I have already paid for my tablet and I can't track it and never got it. I want my money back because this is clearly a scam and now I can't get a tablet with anyone else. So I'd like a letter stating I'm fee from excess wireless.

  Business Response

  Date: 12/18/2023

  Hi, 

  I am very sorry for the inconvenience. I have de-enrolled you from the *** Program with Excess Telecom and cancelled your account. We ship through Fed Ex who requires a physical address to deliver packages. I will take this feedback and share with our online enrollment partner for understanding why it allowed a PO Box to be entered. 

  Additionally, I have sent a request to refund the $11 payment. Please allow 3-5 business days for the refund to be processed. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:12/12/2023

  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.

  I ordered a tablet from you guys and it was stolen from outside my apartment building

  Business Response

  Date: 12/18/2023

  Hi *****! 

  I am so sorry to hear your tablet was stolen. I sent a request to have Fed Ex Ship a replacement to you. Since your account is inactive if you want to active the tablet once you get it so it will work off Wi-Fi, give ** a call at ************. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 12/22/2023

   
  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:12/11/2023

  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 the *** benefit with excess telecom on 11/19/23. I was approved by the National verifier and received an option to purchase a tablet with an $11.00 co-pay. Which I did on 11/20/23. During the process I received multiple emails explaining what service Id be receiving and that it would be an android tablet and 15 gb of data. Not any other service like talk and text which now there saying I have. Some emails stated that it was an android tablet however the payment page that pops up after youve submitted payment with receipt stated some specifications about the tablet. I will attach documents of all this so you can read and see exactly what was sent. The email address that sent these was ********************************************************* I received a phone from the company in the mail. I assumed it was a mistake because I didnt apply for life line and I also paid the co payment that you only pay when you receive a tablet. However I was told every step of the way before I finished my application and during the process that I was receiving a tablet. I tried to call two different numbers ************* twice with no resolve. Then ************ once during this call I asked for a supervisor I got ******* he gave me a #*** to ID him with. He first said well he wasnt sure and if something changes maybe then I could get a tablet which didnt make sense so I explained all the emails and the fact I had not opened the phone I did not apply for life line only acp and iff be happy to return the phone so I could receive what I was told a tablet. He said he would look into it and see but Ive been on chat with this company and just told hope you understand and then no response after. As the email states its a tablet w/15gb data if I was getting a phone with unlimited talk text and data it would stated that. Id like to return the phone and get the tablet I was told Id be getting and paid for. Also you emails state what I will get and how to turn it on and use. Thank you.

  Business Response

  Date: 12/18/2023

  Hi,

  Thank you so much for the very detailed response with all the documentation. We are very sorry for this inconvenience. You have taken alot of time to explain the situation properly and contact us to fix. I am having a tablet shipped via Fed Ex. It likely won't ship until tomorrow. 

  We thank you for choosing Excess Telecom and apologize for this situation. We will take this feedback and dig in to understand what went wrong during the process to cause this error. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:12/11/2023

  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 was looking in to the acp program and was on the excess telecom website and started to fill out the form but stopped when I saw that they wanted money for a free service a few weeks later I received a tablet in the mail from them I activated it and used it for a few months then all of a sudden it no longer connects to the Internet I never cancelled my account and jumped thru the hoops they demanded I jumped thru my tablet should still connect but it doesn't and customer service won't pick the phone up and now all of a sudden my account is blocked

  Business Response

  Date: 12/18/2023

  Hi ******, 

  I am so sorry your tablet is not working. I show your account is active & we really appreciate your business. Try calling this number and you should be able to get through immediately to someone from 9 a.m. EST to 8 p.m. EST ***********. I am sure we can do a network reset and get you working again. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:12/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from Excess Telecom on Friday, 12/8 at 1:51 PM stating that my request to transfer my ACP benefit to Excess Telecom is complete. I firmly believe this was done fraudulently, as I never requested this. I later received an email from my current internet provider that my ACP benefits with them would be reversed and I would be charged the credit I had received on my next bill. I have already contacted the Excess Telecom support team to cancel my account. 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 would like a written confirmation that my account with ******************** has been cancelled. Furthermore, I would appreciate if the team at Excess Telecom contacted Xfinity on my behalf to inform them that any transfer of my benefits was in error and that I should continue to receive my ACP credit.

  Business Response

  Date: 12/18/2023

  Hi ***, 

  I am really sorry for the inconvenience. I can confirm that your Excess Account is cancelled and that we de-enrolled you from the *** Program with Excess Telecom. 

  We cannot contact Xfinity on your behalf; however, you should be able to call the Government *** Support Center at ************** to confirm what provider you are enrolled with currently for peace of mind. 

  Again, our apologies and if you have further questions, you can reach us by email directly at ********************************

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 12/18/2023

   
  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:12/11/2023

  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.

  11/24/2023 Was ******* into a ACP credit scam. Now my information has bee compromised, computer hacked, etc. I just want to be compensated by them for the awfulness they have brought to myself and other low income families struggling to get by.

  Business Response

  Date: 12/14/2023

  Hi, 

  We are sorry for any inconvenience caused to you. I have forwarded your claims to our internal compliance team to investigate further. Excess Telecom does not report to any credit bureaus so there should not be any updates we can make on your behalf there.  

  Thank you, 

  Excess Telecom Support Team  

• Initial Complaint

  Date:12/11/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a previous customer of ********************. As a customer, I was using my Affordable Connectivity Program (ACP) discount.I canceled my service with Excess Telecom (or so I thought I did), and moved my ACP benefit to ******* Wireless. I enjoyed this benefit for a single month at ******* and then...Excess Telecom FRAUDULENTLY transferred my ACP benefit back to them (that surely violates multiple federal laws).On 2 December 2023, they started sending me text messages that read (might not be exact wording, but will not change the context): "Your request to move to Excess Telecom had been successful. Your ACP discount will be applied." HUGE PROBLEM WITH THIS: I never made such a request!I do NOT want any products or services from Excess Telecom. I want them to stop FRAUDULENTLY moving my ACP discount to their company. I NEED my ACP discount to be at *******. They are hurting me financially by doing this.

  Business Response

  Date: 12/18/2023

  ****, 

  I am so very sorry for this frustration. I have taken a couple of steps to resolve this issue. 

  1. I have de-enrolled you from the *** Program with Excess Telecom and cancelled the account with us & 2. I have forwarded this to our internal compliance team to find out how your account was reactivated and transferred back into Excess without your consent. We will investigate and handle appropriately. 

  You will need to contact the other provider to re-add *** to your account as we cannot handle that on your behalf.  

  Thank you so much for bringing this to our attention. 

  Excess Telecom Support Team  

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20983764
  
  I am rejecting this response because:

  This business FRAUDULENTLY moved my ACP discount to their service. They were able to do that. But now, they cannot move it back to ******* where they STOLE it from.

   

  And if you know anything about *******, customer service is horrible, and I cannot get my ACP successfully moved back to *******. 

   

  It's appalling to me that Excess Telecom can move my discount TO them easily enough, but cannot move it back to where they stole it from. And now, I'm just without my much needed ACP discount. So, h*** no, I don't accept their response. About the only way they can help me now is to mail me a check for $30 a month. Excess Telecom needs to be shut down entirely.

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

  Business Response

  Date: 12/20/2023

  Hi ****, 

  We apologize again, per the program rules you must contact your provider of choice and they will enroll you into the *** Program. I know this is frustrating and time consuming and I do wish we could handle on your behalf. The government has clear rules for ******* to follow.  

  What I can offer is a $30 lost benefit check to be mailed to you for the lost benefit amount for the month to your address. Please allow 1-2 weeks for that to arrive. 

  Thank you, 

  Excess Telecom Support Team  

  Customer Answer

  Date: 12/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, but I'll take it.  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/11/2023

  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.

  Received a text message stating i signed up for their service, but i have no idea who this company is and i did not sign up for anything from them. I want them to remove my number from their records.

  Business Response

  Date: 12/18/2023

  Hi, 

  I am very sorry your phone number got into our records in error, I am sure the contact from us is frustrating. I have removed your telephone number from our records, and this should stop all contact from Excess Telecom to your number.  

  Thank You for bringing this to our attention. 

  Excess Telecom Support Team 

• Initial Complaint

  Date:12/08/2023

  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.

  When I applied online to renew my *** benefit Excess Telecommunications stole the *** credit which was to be applied to my Spectrum account (November 30, 2023). I had no idea how or why this had happened. Questions first arose when on or about 12-3-2023, a package was left on my doorstep from Excess Telecom with a tablet. I thought Spectrum had sent it; I was amazed because I did not ask for this. When I called Spectrum they claimed they did not send it and did not have affiliation with Excess. I queried Excess Telecom online, seeing that they were affiliated with the *** so thought nothing of it. Then when I checked my accountI had already paid the regular bill in advanceto see why I still owed money I did not see the $30 *** credit. I then had to call an *** representative to find out why. This Excess place, without my knowledge or consent, had enrolled me in their data plan. When I contacted Spectrum they referred me to the ***. The representative at *** explained the credit had been transferred to Excess. I was furious because I did not request or want this. In fact, it would be ridiculous to go through this company for data when I already have Spectrum and rollover data on my phone which I do not use. I primarily use the Wi-Fi in my home or data with my cellular service. This transfer, done without my knowledge or consent, cost me 3 hours of time yesterday and I had to pay more for my internet! Today, I spent another hour attempting to resolve the issue. What I have found is multiple incidents of this happening. This is documented here with BCC and representative at the *** claimed they get multiple calls each day about this issue.

  Business Response

  Date: 12/14/2023

  *****, 

  I am so very sorry this happened. You do not need to pay ** $11 or return the tablet. I am going to mail you a check for $30 to cover the cost of the discount you lost with your provider, please allow 1-2 weeks to receive this check. We are investigating how this happened internally to ensure other customers do not experience this issue.  

  Thank you, 

  Excess Telecom Support Team 

  
  

  Customer Answer

  Date: 12/14/2023

   
  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,
  
  ***********************