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:12/04/2023

  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 an email from excess telecom that a tablet in my name is on the way. It claims to be a government issued tabled. I am on state insurance however I did NOT order it. Per info I read online this is NOT free. There is a monthly fee which I wouldn't be able to afford. The Order # AXC25236898 is tracking number ************. I do not want it. Please do not have it shipped to me. It's currently in *********.

  Business Response

  Date: 12/08/2023

  Hi! 
  There is not a monthly fee for the Excess Telecom service, it is completely FREE for our plan that comes with 15GB of data. Once you used the data for the month the tablet just stops working until the following month. I am happy to cancel the order but after knowing that it is free do you want to keep it? 

  We have a plan that cost $1 per month for 25GB, but that is NOT required, you can just use the free service. 

  Let me know & I hope this helps. 

  Thank you, 

  Excess Telecom Support Team

  LIVE CHAT: excesstelecom.com/contact 

  Customer Answer

  Date: 12/08/2023

   
  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. Wow? It's free? Oh my goodness. I would like to keep the free tablet. Thank you for clarifying this for me AND I'm sorry for the misunderstanding. If this can certainly be forwarded to the company I appreciate it. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:12/04/2023

  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.

  I was trying to apply for the $30 credit toward a wifi . Excess Telecom keeps calling me about a tablet.. please make sure that Excess Telecom cancels any accounts in my name I feel they are getting and using the $30 government money that I was trying to get for my internet service. I think this is a scam and now I wont be able to get help with my wifi until anything on my name is deleted

  Business Response

  Date: 12/08/2023

  Hi ********, 

  I am very sorry for the frustration. I researched our records and do not show any active accounts. I show the account that was established in November has been cancelled. I hope this helps. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:12/04/2023

  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 keep receiving calls and texts from Excess Telecom regarding a tablet through ACP program. I dont have their service and *** never signed up for one. I told the representative to remove my number 3 times and yet they still text me. I went to their website and chat with them to remove my number but they say they need my last four of SSN. I told them look up my phone number and my name and if the phone number and name does not match delete my phone number because I never signed up for their service. They refuse to do so because I am not account holder (obviously) and cant remove my number. Its a harassment to keep calling and texting me when I said its wrong number. If this matter is not resolved through BBB I will file a complaint with FCC. My number is ************

  Business Response

  Date: 12/08/2023

  Hi, 

  I am so very sorry that after several contacts with us that this has not been resolved. I was able to locate your phone number on an account (likely added in error) and remove it from that account. Please respond here and let me know if this resolves the issue. 

  Thank you, 

  Excess Telecom Support Team  

• Initial Complaint

  Date:12/01/2023

  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.

  I received an email today saying that my tablet is in its way and that I need to pay an $11 copay for a free tablet. I had no idea what this was about so I did my research. I do not give this company permission to use my information and would like the account created under my name to be completely removed from your database and any other information you have about me. I do not need your services and never applied for them. Tracking # ************ from ***** that is also sitting there is no delivery date. This is a scam and I want nothing to do with it!

  Business Response

  Date: 12/01/2023

  *******, 

  Thank you for your feedback, we will investigate to understand how an order was placed without your consent. I have cancelled the order. It does show that it was placed online. 

  Our sincerest apologies for the inconvenience, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:12/01/2023

  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.

  ***** receiving text messages from Excess Telecom for service I did not order. Received an $11 payment request for a tablet I did not order. Received several text reminders that I must log in on my tablet at least once per month to keep my (never ordered) service active. Lastly I received a tablet via ***** that I never ordered or paid for. Today I received a call from Excess Telecom, ***************. When I answered they promptly hung up. I called them back, spoke briefly to a man to explain the situation but when I said I was not interested in their service he hung up. I called back, this time a women answered and addressed me by name. As I began to explain the situation she too hung up on me. Called back a third time and pleaded with the women, who again addressed me by name, not to hang up on me. After briefly explaining I never signed up for their service and I wanted to return the tablet that I never ordered, she told me to keep the tablet because it is your government benefit. I feel this is a scam.

  Business Response

  Date: 12/01/2023

  Hi, 

  Thank you for the feedback on the call center agents, we will deal with the phone system and agent issues very promptly. Excess Telcom is a company that services customers that qualify for ACP and is definitely not a scam. I do show an order was placed for you online on November 21, 2023. The government program Affordable Connectivity Program provides customers who qualify with a device benefit one time and a monthly benefit of $30 off internet service every month ($75 if you live on tribal land). 

  I am really sorry for the confusion. We offer FREE internet of 15GB per month to use on the tablet after your ACP Benefit is applied to your account. I do show you transferred your ACP Benefit to another provider, so if you'd like to reactivate you can contact our reactivation department at ************. 

  Thank you!

  Excess Telecom Support Team

  Customer Answer

  Date: 12/02/2023

   
  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:12/01/2023

  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.

  ACP **************** told me my ACP benefit was being used at Excess Telecom. I reached out to Excess Telecom and they closed the fraudulent account about 2 days later the person who stole my identity opened another account and this has happened 8 times! I was told the Excess Telecom field agent ***************************** in Brooklyn opened all 8 accounts for this person I was also given the dates and times each account was open. I filed a police report. The detective and I have each reached out to Excess Telecom SEVERAL TIMES to get the location in Brooklyn the field agent ******* was working in order to obtain surveillance footage of the person who is stealing my identity to no avail. I am being told by Excess Telecom **************** to call ACP **************** and when I do ACP tells me to call Excess Telecom and the same thing is being told to the detective handling my case. Someone is stealing my identity and only thing I have been offered by Excess Telecom is to close the fraudulent account to which a day later the person opens one right back up again.

  Business Response

  Date: 12/01/2023

  Hi ******, 

  We are very sorry for this inconvenience. Excess Telecom will work with the ***** detective to investigate this issue. The ***** detective should contact *********************************** to request what information is needed to pursue this investigation.

  Thank you, 

  Excess Telecom Support Team

  Customer Answer

  Date: 12/05/2023

   
  Better Business Bureau:
  

  The Detective working the case, Det. ***** has reached out to the email Excess Telecom has provided and as suggested requested the information needed for the investigation. And so far has received no response back from Excess Telecom. I wanted to wait until there was a response from Excess Telecom before I stated I was satisfied. Please ask Excess Telecom to respond to Det. ****** request for information email. 

  
  Sincerely,

   

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

• Initial Complaint

  Date:11/30/2023

  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.

  This company (without my permission) removed my ACP (Affordable Connectivty Program) benefit and applied it to another account. I have never heard of this company before in my life and this transaction was done WITHOUT my permission or acknowledgement. I have since removed it from them and back to my personal internet with MEC ************************ and I have yet to receive verification from MEC that they have switched it.MEC also told me that this company, Excess Telecom, had my permission to do so. THEY DID NOT!

  Business Response

  Date: 12/01/2023

  ******, 

  Thank you for contacting us and our apologies this happened. I searched by your name, phone number and email and could not find an account (closed or active) with Excess Telecom for you. I am glad your ACP Benefit is back with your provider of choice. Please call us at ************** an we will get you added to our do not contact list. 

  Thank you, 

  Excess Telecom Support Team

  Customer Answer

  Date: 12/01/2023

   
  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:11/29/2023

  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.

  I found out this company has been using my ACP benefit I have no knowledge of this company I never signed up for their service and they were taking my ACP benefit for at least 12 months I'm very upset I was unable to use my own ACP benefit because of this company. Someone is committing fraud and they need to be punished

  Business Response

  Date: 12/01/2023

  Hi ****, 

  I am very sorry for the inconvience. I could not locate an account by your name, email address or contact number. Could you please give us a call at ************** so we can try to locate your account and resolve this matter.

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:11/29/2023

  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 got this tablet in the mail and I never ordered it and they will not take it back and they want to charge me $60 to ship it back that I never ordered. I told him I was going to report them to the Better Business Bureau and they said just keep the tablet, I do not want the tablet. I never ordered the tablet.

  Business Response

  Date: 12/01/2023

  Hi ********, 

  We are so sorry for this inconveince, I understand how this can be frustrating for you. I can offer to e-mail you a prepaid label to print out or have fed ex print out so that you can send it back as a solution, please send your email address here so we can generate that label if this is what you would like to do. Otherwise I would also advise you to donate the tablet or dispose of it however you choose. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:11/29/2023

  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 was signed up for service with excess telecom on October 10th 2023 and although I was trying to get the phone and tablet I was only approved for the tablet for some reason. I kept getting emails stating that I was denied the phone due to blurry pics. Suddenly my tablet stopped working the other day and was showing disconnected status and upon trying to resolve the issue with customer service they stated I had used my limit of 25gb for the month. I sent pics showing it was only ****gb used not 25. They told me my tablet had depleted the data even though I wasn't using it and I told them it was impossible and show me where it depleted 15gb of data unknowingly to which I was told that thier system flagged me for high usage and they were not turning my tablet back on because I had used 12,000gb (yes that is twelve thousand) of data. I'm homeless and in school trying to get my BA in business and have missed my assignments to the point of going from an A+ to a B grade and dropping with every day I can't get online. Also the tablet won't load pages even if connected to wifi. This is so wrong of them and I want this resolved because that's my future that's being screwed with by refusing to reconnect even after proof of tablet only using ****gb out of the allotted 25gb

  Business Response

  Date: 12/01/2023

  Hi ******!
  

  I added 5GB of data at no charge for you!

  If this happens again you can give us a call at ************** or email us at ******************************** and we will gladly help you out. I am really sorry that you missed assingments because of this. 

  Thank you for the feedback, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 12/02/2023

   
  Complaint: 20930914
  
  I am rejecting this response because:

  5gb at no charge? I have 15gb that I was denied this month. I was allotted 25gb of data for the month and I only used ****gb. There is 15gb of data that I should be allowed still until the 10th of December. I appreciate the apology on missing my assignments but it doesn't help my GPA or grade to be what it should have been if I wasn't denied the 15gb of data that I was supposed to have. I would like for them to give me the remaining 15gb I was already supposed to have in the first place please. I don't feel it's too much to ask for them to uphold their end of the agreement by fully reinstating service to my tablet with the remaining amount of data that I didn't get. As of right now the tablet still has no service on it and has started saying that there is no *** card either now even though the *** card is still in it. My grade in class has went from an A to a C now and I need this tablet to work and not have to worry about failing school due to issues that shouldn't occur! 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/08/2023

  Hey there, 

  I will go in add an additional 10GB of data, my sincerest apologies. I meant to make you whole. Please give us a call at ************** to troubleshoot, we can also mail you a replacement sim or tablet if needed at no charge if we cannot resolve over the phone. I noted the account with this approval. 

  
  Thank you, 
  Excess Telecom Support Team 

  Customer Answer

  Date: 12/09/2023

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