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:11/20/2023

  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 ordered tablet on 10/22/23 said I was approved paid co-pay $11.00 which was taken out next day of account, had to call customer service because kept getting text and email saying I still needed to pay the guy said that I already paid okay so then waited for tracking number never received that called was told my device was delivered 10/19/23 in ******,** #1 I don't live in ******,** I live in ******** why would I want it delivered to ****** **? #2 keep getting text messages if I want to keep my ACP, if I had the device# 3 asked me for the number on account I gave them a phone number which I was told no the they gave you I stated I don't have device or know the **** number they gave me why would I be calling and asking where the h*** my device is if I had it? So I want to know where my tablet is. It should be here by now.

  Business Response

  Date: 11/28/2023

  Hi ******, 

  I am so very sorry for the inconvenience here. I sent a request to our warehouse and shipping manager to Fed Ex you a tablet to your ******** address on priority. We should have a tracking number available within 24 hours. If you would like to communicate with us directly you can email us at ********************************. 

  Thank you for allowing us to make this right and thank you for choosing Excess Telcom. We appreciate your business! 

  Excess Telecom Support Team

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20892670
  
  I am rejecting this response because: They (excess telecom) stated they would provide tracking number within 24hours, as of right now 11/29/23 at 10:50 pm  almost 30hours since they (excess telecom) has not sent the tracking number, they have however sent an email saying that I have not used my tablet in12 days which I do not have the darn tablet to do so. So No I do not accept their response.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/06/2023

  Hi ******, 

  Apologies for the delay Fed Ex Tracking number is 787186612801, showing delivered on Monday 12/04/2023. Please let us know if you need anything else. 

  Thank you! 
  

  Excess Telecom Support Team

  Customer Answer

  Date: 12/07/2023

   
  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. It took over a month to receive tablet or even the tracking number after it arrived.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/20/2023

  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 got a defective tablet from Excess and I've been trying to get a refund for the past month I contacted customer service and they told me I had to pay for this tablet and I needed to pay $50 for a brand new one.

  Business Response

  Date: 11/28/2023

  Hi ******, 

  I am very sorry for the inconvenience. I reviewed your account and can see you called and cancelled on November 25th, 2023. We do offer a 14-day warranty on the tablet, so if you contacted us within 14 days we should have replaced at no charge. After 14 days we offer refurbished tablets for $25 or a new replacement at $50. 

  We would love to transfer your ACP Benefit back and re-activate your account and make this right for you. If you would like to reactivate service, you can call our reconnect call center by calling ************. You can also email us directly with general questions or concerns at ****************************************. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:11/17/2023

  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 Stole *********************** an Account Without My Consent:I received a bill from my current ******** Service Provider, on 11/17/2023, saying I have a balance. When I reached out to them, I was informed that my ACP credit has been moved to Excess Telecom on 10/22/2023. I don't know who Excess Telecom is and I have never given my information to them nor my permission to sign me up for any of their services. I contacted Excess Telecom to get the account closed and so my ACP credit could be transferred back to the service provider it should be at. I also wanted more information on how they were even able to steal my personal information and set up an account without my permission. Unfortunately, the representative I spoke with could not give me much information. He did say the account would be closed, so I am waiting to make sure it's completed. Excess Telecom should not be stealing personal information and signing people up without proper consent.

  Business Response

  Date: 11/22/2023

  Hi *******, 

  We are so sorry for this inconvenience. You would need to ask your other provider to cover the time period your *** Benefit was not applied to your account. ********************** has no way of communicating with that provider to back date the *** Benefit. 

  In terms of the claim that you did not sign up for Excess Telecom you can do the following if you'd like to have your identify theft claim investigated further. 

  Here are some steps you can take: 

  1. Call the *** Support Center directly to initiate a claim of identity theft. That number is **************.
  2. File a claim at www.IdentityTheft.gov and provide any details/documentation requested.
  3. The government will investigate the identity fraud claim and, if determined to be fraud, will provide documentation to the *** Support Center.
  4. Call the *** Support Center back to initiate a new application for service and device benefit credit. Once approved, they must be enrolled with their preferred provider using the new application ID.

  Thank you for taking the time to provide this feedback and again we apologize for the situation. If you have additional questions or concerns you can email us directly at ****************************************

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:11/17/2023

  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 want my account closed and an e-mail confirmation of the same so I can use my (ACP) for what I need.

  Business Response

  Date: 11/22/2023

  Hi *******, 

  
  We are very sorry for the inconvenience. Our records show your account was cancelled and de-enrolled from the *** Program on November 9, 2023. We sent an email confirmation of the cancellation on November 11, 2023, to **************************** and show it was sent successfully. You may want to search your junk folder in case it got put there instead. I will resend the cancellation email this morning and please feel free to use this written communication as confirmation as well. 

  Thank you for taking the time to provide this feedback. If you still did not receive the emails or just have other questions, please email us at ****************************************

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:11/17/2023

  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 never received an update about sending the tablet back and getting one from a different company even after i was told to write ******************************** they never respond ! And i never received an update on the employee who stole my initial tablet!! Attached you will find where i wrote the emails they told me and where i contacted the employee about the tablet i even tried contacting the automatic message system where msgs about my tablet was coming from so i could see what was going on

  Business Response

  Date: 11/27/2023

  Hi *******, 

  We are very sorry for the inconvenience. We refunded the amount you paid to the original salesperson and you should receive a check in the mail in approximately 2 weeks. Also, we made some adjustments to the settings on your account so that your tablet should now work if you'd like to use it just power it on & off. 
  

  If you have any additional concerns or questions, please email us at ******************************** or chat live with us by going to excesstelecom.com.

  Thank you, 

  Excess Telecom Support Team

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20883501
  
  I am rejecting this response because: I'm confused so does the tablet work without wifi...it says the tablet should work but did that mean without wifi or?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/30/2023

  Hi! 

  The tablet should work without Wi-Fi if your account is active status. Our free plan comes with 15GB of data monthly. You can review our plans at excesstelecom.com. 

  Thank you! 

  Excess Telecom Support Team

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20883501
  
  I am rejecting this response because: the tablet doesn't work without wifi or hotspot 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/01/2023

  *******! 

  I am so sorry, the employee working on the refund turned off the data in error. It is back on now, try to power off and back on once more and see if you can access the internet (without Wi-Fi or hotspot). 
  
  Appreciate your patience and understanding, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 12/02/2023

   
  Complaint: 20883501
  
  I am rejecting this response because: I have the 4G and mobile data on and it doesn't work without hotspot smh
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/16/2023

  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.

  Hello- I had my identity stolen and someone made an account with ******************** with some of my information (but not all of it). I tried to call and explain that my identity has been stolen and that I would like the account using my info to be closed because it was fradulent. They did nothing and were unable to help. There is no fraud department and was unable to talk to a manager to help resolve the issue.

  Business Response

  Date: 11/22/2023

  Hi *******, 

  We are very sorry for the inconvenience this has caused. We have cancelled the account with ********************** Telcom and De-Enrolled you from the *** Program with Excess Telecom. 

  Here are some additional steps you can take if you want to report theft of identity further. 

  The customer must call the *** Support Center directly to initiate a claim of identity theft. That number is **************.
  The customer must file a claim at www.IdentityTheft.gov and provide any details/documentation requested.
  The government will investigate the identity fraud claim and, if determined to be fraud, will provide documentation to the *** Support Center.
  The customer must call the *** Support Center back to initiate a new application for service and device benefit credit. Once approved, they must be enrolled with their preferred provider using the new application ID.

  If you have any further questions, concerns or would like to activate service please email us at **************************************** 

  Thank you, 

  Excess Telcom Support Team

• Initial Complaint

  Date:11/16/2023

  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.

  Excess Telecom was deceitful posing as the site to apply for the acp program for veterans to get a discount on their internet. I DO NOT want their tablet or service. It was delivered to my address unsolicited. I want them to remove any claim to this program on my behalf. This is unacceptable and unwanted. They deliberately acted as if they were the government website.

  Business Response

  Date: 11/22/2023

  Hi ****, 

  We are very sorry for the confusion and that the tablet was shipped. We are an *** Provider where you can sign up and get approved for *** during the ordering process online.

  I show your *** Benefit was transferred out to another provider on November 16th, 2023, and your Excess Telecom account was cancelled the same day.

  You do not have to return the tablet, it is part of the *** Device portion of the program, so you can keep the tablet and still have your benefit with your current provider. You will not be charged for the tablet, and you will not receive a monthly bill since you do not have your service with Excess Telcom. You can still use the tablet with Wi-Fi or with any provider compatible with the ******** network. 

  Thank you for taking the time to provide this feedback and if you have additional questions or concerns, please email us at ********************************. 

  Excess Telcom Support Team 

   

• Initial Complaint

  Date:11/14/2023

  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.

  A lot of their agents will use people they know to apply for a tablet and then sell them on the side. This is what happen to me multiple times. It kicked me off of the acp that I had through my internet provider. They keep the picture of the persons ID and their information and then 6 months goes by and they reapply you to their service, but you don't actually get any of the devices or service. Because customers don't know this is happening they just get kicked off of whatever plan they were using. The agents are paid per person they sign up. I hope this gets listed as fraud on the company because they are allowing this to happen. One agent has been signing me up for about 3 years. Every six months I have to go through this s*** I've tried to report it to excess telecom as well as the acp. It is still happening. It costs me about $200 every time this happens because I do not get the acp credit for about 5 months.

  Business Response

  Date: 11/21/2023

  Hi *********, 

  
  Thank you for sharing this feedback with us, we take allegations of fraud very seriously and will investigate these claims immediately internally. We are very sorry for the inconvenience you have experienced. I wanted to also let you know that under the *** Program rules you can transfer your *** Benefit back to your original provider at any time and truly apologize that you have had multiple bad experienced issues getting your benefit back with the provider of your choice in a timely manner.  

  
  Please feel free to reach out to us if you experience this again by emailing us at ********************************

  
  Thank you, 
  Excess Telecom Support Team

• Initial Complaint

  Date:11/14/2023

  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'm not sure how this company obtained my personal information nor why they keep signing me up for their services without my consent. I receive a credit from the ACP(affordability connectivety program) for my home internet service. However, every few months I receive notice from my internet provider that my ACP credit is ending. When I call ACP to inquire why, it's always because Access Telecom has signed me up for their service. Since the credit can only be applied to one provider, it causes my benefit with my true provider to be canceled and me to receive a bill with a balance due. I've contacted Access Telecom and told them I never signed up with them, to terminate any business association with me effectively immediately, delete my info from their system and do not initiate any contracts without my consent. However, it keeps happening!!!! Access Telecom is committing fraud and scams!!!!

  Business Response

  Date: 11/21/2023

  Hi Fatima, 

  The only account I am finding under your name at Excess Telecom was opened 08/15/23 and it was cancelled, then de-enrolled you from the *** Program with Excess Telecom on 08/17/23 after 2 days. You mentioned Access Telecom in your complaint, so I am wondering if there is another company that could have transferred your *** Benefits information with a similar name?

  Additionally, please know that we take allegations of fraud seriously and will investigate these claims further internally.  

  We appreciate you taking the time to share your feedback & please email us at ******************************** if you have any concerns or questions in the future. 

  Thank you, 

  Excess Telecom Support Team 

  
  

• Initial Complaint

  Date:11/13/2023

  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 from this business saying Id signed up for tablet service when I never did such a thing. Upon reaching out to their chat service to fix the issue they refused to look up to see if somebody had used my phone number if I didnt provide them with SSN and bday information. I dont need anymore people knowing that info than necessary, especially if I didnt create an account in the first place.

  Business Response

  Date: 11/20/2023

  Hi *****, 

  Thank you for your feedback, we do train our chat agents to validate accounts or search for accounts by last four of SSN and dob. We completely understand not wanting to share your information if you suspected suspicious activity. I do show your phone number as an alternate contact number on an account that is not in your name and at a different address than the one you shared. I have removed your phone number from this account. It was likely a typo when entering the contact information during sign up by the customer or the agent completing the application. 

  We apologize for the inconvenience, please email us at ******************************** if you have any additional concerns or questions. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 11/21/2023

   
  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,
  
  ***********************