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:11/28/2023

  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.

  I applied and was approved for the *** Program through Excess Telecom. I qualified for the tablet (paid $10.01) with 15GB of monthly internet service for free. I received no email when my tablet shipped, but it arrived with damage to the screen. I returned the device through *** on September 7, 2023, per the instructions given by their customer service ***** Their warehouse received the device on September 12, 2023, but I have not received an email acknowledging acceptance to the date of this complaint. I have spent many hours on the phone with customer service over the last 3 months, I was told that my replacement tablet had been shipped and given a tracking number that was linked to an address for a delivery in ********, I was promised that the warehouse would contact me by email by the next day and I wasn't, I was told twice that a supervisor would contact me and never received a call. *** had reimbursed this company for the cost of the tablet $100 and 2 months of internet service $60, when I had terminated my service on October 18, 2023, since I had not received a replacement tablet or status email. The email address on their website returns as address not found. There is no way to contact corporate for this company to get a replacement tablet for the one I paid for and returned. Now, I'm not eligible for another device because it shows that I have already received one as the one time provision. THIS COMPANY SHOULD BE SHUT DOWN FOR HOW IT CONDUCTS BUSINESS WITH PEOPLE ELIGIBLE FOR GOVERNMENT BENEFITS, AND STEALING THE $160 FROM THE GOVERNMENT IN MY NAME. I have also called the *** multiple times and filed complaints with them and requested for an investigation into the company conduct. Since this companies disgraceful conduct that has caused me not to be able to get a tablet through another company, I request a working replacement tablet. I have no clue how this company has an A rating with less than 3 stars.

  Business Response

  Date: 12/01/2023

  Hi *****, 

  We are so sorry you never received the replacement device. I can see that you transferred your benefit out to another provider, and I am really sorry that we lost your business over this, but completely understand why we lost you as a customer. 

  Please rest assured that we will take this Feedback and use it to improve our Replacement policies. 

  Thank you, 

  Excess Telecom Support Team

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20929358
  
  I am rejecting this response because: They're not resolving the issue at all, only stating they understand why I cancelled service with them, no resolution solution was even mentioned. Because of their inept way of conducting business, I am not eligible to receive a tablet through another company, as it is a one time offering through the **** Also, they state that I moved my service to another company, but that can't be further from the truth, as I'm not receiving an internet discount with any company. Spending two months of multiple hours of phone conversation and having their rude operators disconnect the line on me when I ask to speak to a supervisor should warrant a drop in the rating of this company. At no time has any of the people I have spoken with told me the truth and that is what led me to this point. The issue can be resolved by sending me the replacement tablet, since I paid for a tablet and have not received one for the damaged one I returned. This company was reimbursed by ACP for the $100 cost for the tablet and paid $60 for the two months of internet service that I didn't have access to because I didn't have a tablet. I was bombarded with text messages and emails for those two months about how I needed to log on to my device and use the allotted internet access, or I would lose my benefits. How can I log on to a device I don't have possession of. As I stated before, the only way this issue can be resolved is if they send me the tablet I paid for. I don't want their excuses anymore, just to send my tablet and there will be no further communication from me. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/08/2023

  Hi, 

  I have requested a new tablet be shipped to you via fed ex, I will email you the Fed Ex tracking number on Monday separately from Excess Telcom, BBB only allows me to respond to you one time. 

  Thank you, 

  Excess Telecom Support Team 

   

  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. If I do not receive an email as promised on Monday, December 11, 2023 at ******************* to include a tracking number through Fed Ex for the delivery of a new tablet to me, then I will have no recourse other than to contact BBB for breach of promise from your company and request my complaint to be reopened, or file a new complaint. Thank you for your assistance in this matter.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/28/2023

  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.

  I have received text messages from Excess Telecom indicating activation of service and to access web from tablet to continue service even though I never signed up for service. I did the chat contact, and agent asked for personal information I dont feel comfortable sharing. I would like to remove my number associated with any account and/or have that account suspended since I assume it to be fraudulently opened with my information.

  Business Response

  Date: 12/01/2023

  Hi! 

  I have removed your number from our systems, and you should not receive any further contact. It was on an account as an "alternate" contact number and was likely a typo by the sales agent or the customer during sign up. 

  Thank you for reaching out! 

  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:11/28/2023

  Type:Billing 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 believe this business is a scam and have already reported it to the ************************* I had a man come to my door in August offering services to help pay off my electricity not knowing he was stealing my information for ACP/ Lifeline credit. I know because my ACP credit is supposed to go to Xfinity internet. I have never used internet nor received a tablet from this company. I am afraid at any moment they will transfer me again and my internet bill will not be covered by ACP. It is supposed to cover $30/ month. My services were shut off June 19th,2023 to November 20th 2023. Xfinity or I need to be refunded $105.28

  Business Response

  Date: 12/08/2023

  We are so sorry for this inconvenience. I have forwarded the allegations to our internal team to investigate the sales agent and handle accordingly. In terms of the billing loss with Xfinity, we would recommend that you contact Xfinity and see if they will honor the *** Benefit discount on your bill. We will contact you via e-mail separately regarding the reimbursement after our investigation has concluded.   

  As a reminder, you are able to transfer your *** benefit back to your provider of choice at any time if the benefit was transferred without your consent. If by chance your information is used to reactivate an Excess Telecom account, then you can transfer the benefit right back to Xfinity. Lastly, please contact us if you become aware that we signed you up for an account without your consent again, we do not tolerate or condone agents activating accounts without the consent of the customer.

  Thank you, 

  ******************** Support Team  

• Initial Complaint

  Date:11/27/2023

  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 signed up to get a free tablet from Excess Telecom on October 26. They charged me $11 for shipping, and the letter said that I was approved and that the tablet would be arriving shortly. Never received a tablet or a refund. It is now November 27th. I havent received nothing but money taken out of my pocket. I have a baby and barely scraping by as it is. Dont really appreciate being cheated out of the money I earn.

  Business Response

  Date: 12/01/2023

  Hi! 
  We are very sorry that you never received the tablet you ordered. I have issued a refund of $11 back to the payment method used. The refund can take up to 7 days to reflect back into your available balance. If you want to order a replacement or cancel your account, you can call us at **************. 

  Thank you, 

  Excess Telcom Support Team

• Initial Complaint

  Date:11/27/2023

  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 have received a text message stating I have signed up for Excess Telecoms acp service. I have never heard of this company and have never applied for their program. Please cancel and remove me from any future interactions with excess telecom.Text message below: 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: 11/30/2023

  Hi, 

  Our apologies, there was likely a typo in the contact number field on someone else's account, I have removed your phone number from our systems so you should no recieve any additional contact from us. 

  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:11/22/2023

  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 started the application for service but stopped before it was complete because I realized it was not the application for home internet that I thought it was. I knew right away that I did not want or need a tablet. Without any further action or consent on my part, I was sent a tablet. I do not want it or this service. I will be using my discount with my home internet provider. I tried getting in touch with customer service about this issue but cant reach anyone and I cant get the chat feature on the website to work. What do I do with this tablet? If there is an account in my name, I want it deleted.

  Business Response

  Date: 11/29/2023

  Hi *****, 

  I am very sorry for the inconvenience. I did locate an account using your information and have cancelled the excess telecom service and de-enrolled you from the program with ACP effective today. You do not need to return the tablet and you will not be charged or receive a bill. Your account balance is $0.00. 

  If you have any additional questions or concerns you can email us directly at ******************************** 

  Thank you for allowing us to get this corrected, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:11/21/2023

  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 text messages from Excess Telcom about a service I don't have and never enrolled in. I called them and they referred me to ACP. I am getting nowhere with either company.

  Business Response

  Date: 11/29/2023

  Hi! 

  We are so sorry for the inconvenience. I think your contact number was added to someone else's account in error. I have removed your contact information from the account. 

  Please email us at **************************************** if you have any further questions or concerns. 

  Thank you for your feedback and giving us an opportunity to get this corrected for you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:11/21/2023

  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 just received notification that welcomed me to the Excess Telecom family. However, I do not know who Excess Telecom is nor have I ever done business with them. In a conversation with them, they were less than helpful and rather than closing any potential account that had been opened, they only said they could cancel my email address...so I simply did not receive any more notifications about an account that I may or may not own.

  Business Response

  Date: 11/29/2023

  Hi ****, 

  I am very sorry for the inconvenience. I reviewed the account with your email, and it is in a totally different name with a different physical address. I think it was probably just a case of a typo on the email address and we got yours on this account in error. Please accept our apologies. I have removed your email address from the account which should solve the issue. 

  If you need anything else, you can contact us directly at ****************************************. 

  Thank you, 

  Excess Telcom Support Team  

• Initial Complaint

  Date:11/21/2023

  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.

  11/20/2023 they keep shutting down my service and when was on only worked when wi,fi connected, when I call I,m told service restored and it,s not, Then they hang up on me.. Tablet does not work properly, has,nt from day 1.. want to switch to a provider thats not ripping off consumers and goverment..I would like to see them shut down. ***************** with a lagitamate provider.

  Business Response

  Date: 11/28/2023

  Hi *****, 

  I am sorry for the inconvenience. I reviewed your account and show that you transferred your benefit to another provider on October 21, 2023. Under the Affordable Connectivity Program (ACP) rules you can only transfer your ACP Benefit 1x per month unless you meet certain exceptions. You were available to transfer back to Excess on November 21, 2023 (around a week ago). 

  We would love to have your business back and reactivate your tablet for you. There is also the option to take the *** Card and use in any device that will work on with the ******** network if you are unhappy with the Tablet you received from Excess Telecom. 
  

  The number for reactivation department is **************. Email ******************************** with any additional questions or concerns. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 12/02/2023

   
  Complaint: 20899231
  
  I am rejecting this response because:I want a replacement Tablet because the one I got is faulty, Want my service to work without needing private wi-fi, When I call would really like to speak with someone that can speak clear English, Just want steady reliable service on a properly working Tablet no matter where I go. I was told in the beggining I,d be able to get replacement Tablet but everytime I call I get hung up on.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/08/2023

  Hi *****, 

  I just requested a new tablet be shipped to you, it should ship via Fed Ex, I will email you Monday when I am back in office with the tracking number. Note, I will not be able to add the tracking number to this communication chain so it will be a separate email from Excess Telecom because BBB only allows me one response. 

  Thank you!  

  Excess Telecom Support Team

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20899231
  
  I am rejecting this response because: I have not received a email from Excess Telecom about a tracking number for replacement tablet, I was just checking different companies to see what one I'd like to apply with, I did not pay the required $11 CO pay but they sent me a tablet anyway that is faulty and took away my one time benefit for a Tablet, I've tried calling and working with them for a replacement but they tell I can't and keep shutting my service down, So what's next.....
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/20/2023

  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 received my tablet and it has no connectivity anywhere remotely close to my home. This renders the service completely useless as I am disabled and home bound. It also has me locked out of any other program that might serve me.

  Business Response

  Date: 11/28/2023

  Hi there, 

  I am so sorry that there is no service near your home. I did double check the coverage map to ensure that it was not an issue with the device. It looks like there is coverage, but it is 3G so would not likely work for what you need. 

  The Affordable Connectivity Program (***) does allow you to transfer your benefit to any provider of your choice. You can call any company that participates in the *** and just ask them to transfer your benefit to them (from us). 

  In terms of the tablet, you can keep that at no charge, part of the *** Program is that you get one device with an $11 co-pay that you already paid, so no need to return. 

  Please feel free to email us at ******************************** if you have any further questions or concerns. 

  Thank you, 

  Excess Telecom Support Team