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:12/08/2023

  Type:Delivery 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.

  Received the following text and did not sign up for the service. Remove my number.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: 12/14/2023

  Hi! 

  We are sorry for any inconvenience caused. We removed your phone number, and you should not receive any further contact from Excess Telecom. 

  Feel free to contact us at ******************************** if you have any additional questions or concerns. 

  Thank you, 

  Excess Telecom Support Team

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20980979
  
  I am rejecting this response because: I want to know why my phone number was included. Simply removing it after I noticed, complained, and took action is not enough. Explain why my number was included in a service that I did not sign up for. What have you done to either prevent this from happening or understand why it happened.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/19/2023

  Hi, 

  I have forwarded your information to our internal compliance team to investigate the agent that placed the order and discipline or provide training on the importance of putting correct contact information on customer accounts. 

  We truly apologize for the inconvenience and thank you for taking the time to provide us with feedback. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 12/19/2023

   
  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:12/08/2023

  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.

  I have contacted the company on several occasions to activated the government funded program but my service is still unavailable. The assistance available has not been able to find any solutions as well. The program through this company is fraudulant and even the staff is unaware of how to resolve issues.

  Business Response

  Date: 12/14/2023

  Hi, 

  We are very sorry to hear you have had trouble trying to sign up for our services! I can tell you about our process for sign up. 

  Step 1: Apply for ACP at getinternet.gov NOTE: If you already participate in the Federal Lifeline program you do not need to complete this step. Once approved you should receive an application ID from the government that is valid for 90 days. This Application ID is used to sign up for service with the provider of your choice.  

  Step 2: Sign up online at www.excesstelecom.com using your Application ID

  We look forward to assisting you and hope this information helps. 

  Thank you,  

  Excess Telecom Support Team 

• Initial Complaint

  Date:12/08/2023

  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 am a participant in the *** program, which provides internet assistance to low income households. Excess telecom is one of many providers for said service and is paid for that service through government funding. The various providers have street representatives offering their services. There are no brick and mortar stores available. There are many providers being represented in certain areas with folding tents, tables, and devices. Most of the offered service are similar, but offered devices vary as do carrier networks. Anyway, about a month ago in my search for a good provider, a Excess Telecom Representative tells me their program is a nonprofit offering unlimited text, calls and Data and data doesn't slow down until 35 gigs. First I ever heard anyone pushing nonprofit and the best providers are offering 35g data so I'm interested. Then he says the devices are unlocked and the **** will work in any device. So I say I'm in. Transfer my service. I call customer service and they are helpful to port my number over. Great right!? Well for about a week then my service gets slow and continues to get worse so I call customer service. They can't understand why it's slow. I have plenty of data left they say. On to technical.support. They have me factory reset the phone. All my important data gone. Phone is too slow to back up. Fix? No, still slow. Other attempts to speed data up. Nothing works. At this point I'm told it's only 25 gigs data by tech support. But wait the guy told me 35, tech is telling me 25, customer service didn't give me a number but said plenty left. What gives? So I go to their website. It says 15gigs! I call again and customer service tells me it's ****** and I have reached that and that is why my phone is slow. ITS NOT THE ***** AS I WAS TOLD DURING COUNTLESS CALLS. IT'S THEM DOING IT! I can't even open an app..Well sorry I'm told. I was told 35, then 25, website says 15, then 10. I want my 35g data as promised by company rep to get me on board

  Business Response

  Date: 12/14/2023

  Hi *******!  

  Thank you so much for providing this feedback. I am so very sorry for all the confusion. Your plan is 25GB per month, we offer different levels of service. The one you have is named the "Advantage Plan" and provides you with 25 GB of data along with unlimited talk and text every month. The cost is $12 per year ($1 per month), and this cost is already covered for the year at the time of sign up. You do have 10 months left on this plan. Next year you can pay $12 to renew or it will roll to the Standard Plan that comes with 15GB of data. Excess will contact you near renewal time to remind you. 

  I have done a few things to help make up for all the confusion. I added 10 GB of free data to your account for this month, I will follow up and do the same thing next month. I cannot change the plan terms, but I am hoping this provides you with a few months to consider if you would like to keep the 25GB plan. 

  Lastly, I have forwarded this situation to our internal compliance team to appropriately handle the employee(s) that provided you with incorrect information. 

  We would love to keep you as a customer and again thank you for taking the time to provide this feedback. 

  Thanks, 

  Excess Telcom 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,
  
  ***************************

• Initial Complaint

  Date:12/07/2023

  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.

  November 1st paid 50$ for a replacement tablet (debit card). Excess telecom returned my money to bank account I don't know why. Called customer service November 8th, explained why I requested replacement tablet and resent 50$. Was told expect arrival in ***** business days. On November 28th I called Excess telecom asking about delivery. Was told by customer support named ***** for an unknown reason my tablet hadn't even begun shipment. He would rapidly rectify problem and expect new delivery date in 4-5 days. That was 9 days ago. Can you help? Thank you!

  Business Response

  Date: 12/14/2023

  Hi ****!
  

  It looks like you called in yesterday and we did escalate and make a request to have another tablet shipped to you. We are so sorry the first one never shipped. I apologize for the inconvenience and time you have spent trying to get a replacement. We appreciate your business and thank you for allowing us to make this right.  

  I can email you the tracking number once we have one, should be by tomorrow. 

  Thanks! 

  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,
  
  *****************

• Initial Complaint

  Date:12/07/2023

  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.

  Received text message thanking me for choosing Excess Telecom as my ACP service provider - I have never contacted Excess Telecom, do not want and never requested ACP service and do not at all want to be one of their customers!!!! I want them to leave me alone!!!!!

  Business Response

  Date: 12/14/2023

  Hi, 

  We are very sorry for the inconvenience. I have removed your phone number from our records, and you should no longer receive contact from Excess Telecom.  

  Thank you, 

  Excess Telecom Support Team  

• Initial Complaint

  Date:12/07/2023

  Type:Order 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.

  Paid for the tablet never received...even ***** hasn't received my package

  Business Response

  Date: 12/15/2023

  Hi! 
  We are very sorry for the inconvenience and that the tablet never shipped. I have escalated this to our shipping team & they made contact with the warehouse yesterday and we are going to ship the device today. 

  Thank you for allowing us to correct this mistake, we truly appreciate your business and hope you enjoy your new tablet when you receive. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:12/07/2023

  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 received a text message stating:Thank you for choosing Excess Telecom as your ACP service provider! We are excited to serve you as a customer & are dedicated to delivering outstanding service. Look out for a Welcome email containing important details about your service. For questions, visit ExcessTelecom.com to chat with a rep or call ************** I havent signed up for any services with Excess Telecom; furthermore, my phone number should NOT be reflected on any accounts with Excess Telecom. Upon reaching out to customer service via chat regarding this, I was asked to provide my full name, DOB, and last 4 of my social security number. When I declined, the customer service representative refused to look into the issue further.

  Business Response

  Date: 12/14/2023

  Hi ***,

  We truly apologize for the inconvenience caused to you. I have removed your phone number from Excess Telecom records, and you should no longer receive any contact from **. 

  Please feel free to email us directly at ******************************** if you have additional questions or concerns. 

  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,
  
  *****************

• Initial Complaint

  Date:12/05/2023

  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.

  Excess Telecom is obtaining consumers information and opening telephone accounts in consumers names fraudulently. I found this out as I found out they were using my last address and information transfer my internet out of my name. The customer service representative stated an agent on the streets provided my information in the system and I explained this was not authorized. When I checked the Better Business Bureau it shows numerous amounts of fraud being conducted with this company.

  Business Response

  Date: 12/12/2023

  ******, 

  Thank you for sharing this information with us. We sincerely apologize for the frustration and inconvenience. I have forwarded this information to our internal compliance team to investigate the agent(s) that established these accounts so we can handle accordingly. 

  Thank you, 

  Excess Telecom Support Team 

   

• Initial Complaint

  Date:12/04/2023

  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.

  I have recently started receiving mail from Excess Telecom for individuals that I do not know, and that have never lived at my address. I attempted to contact Excess Telecom to report, and they said I must have signed up for service and I just don't remember doing so. I have never heard of Excess Telecom and I am certain I did not enroll in their services, also the mail is NOT address to me, my home address is simply being used. When I explained this, the chat agent asked for my full name, address, date of birth, and last 4 digits of my SSN. I told the chat agent I would not be providing my own person infomation, and the agent ended the chat.

  Business Response

  Date: 12/12/2023

  ******, 

  Thank you for providing this information to us. I have forwarded this information to our internal compliance team to investigate the agents that established these accounts so we can handle appropriately. We sincerely apologize for the frustration and inconvenience. 

  Please chat with us at excesstelcom.com/contact if you have any additional questions or concerns. 

  Thank you, 

  Excess Telecom Support Team

• Initial Complaint

  Date:12/04/2023

  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 text that I have signed up for Express Telecomm ACP service. I have no idea what this is. Pls have the business contact me. I see lots of other BBB complaints stating the same.

  Business Response

  Date: 12/12/2023

  Hi, 

  We are so sorry for the confusion and inconvenience; I searched our records using the phone number provided and do not show any accounts with that phone number or email address listed. If you would like to email us with the phone number or email address you are receiving communications on, we can investigate further. 

  Thank you for the feedback, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20951868
  
  I am rejecting this response because:

  they are not telling you the truth   Two days after I initiated that BBB complaint I received a text from excess telecom stating..

   

  ****, sorry that you are leaving us blah blah blah

   

  I am not ****   Nor do I know a ****   
  

  I believe whatver you did (BBB) by reaching out to them just got them to take action  

   

  so thank you BBB!  But Excess telecom has not records now because they pulled me out of their records after getting contacted by you!

   

  many thanks 

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

  Business Response

  Date: 12/18/2023

  ****, 

  I am really sorry you are still getting texts from **. Could you tell me what phone number you received this text on? I want to help fix this, I have searched our databases and do not see a text message going to phone number ************. I am sure we have your phone number on someone's account in error, likely a typo by the sales agent on the contact phone number and I do want to help resolve this for you. 

  Thank you for any assistance you can give to resolve the issue. 

  Excess Telecom Support Team