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:11/13/2023

  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.

  Hi. Im Will. I am in the connectivity program and I received a tablet through the connectivity program under Excess Telecom well it got broke and I was told I was going to get a replacement. Paid for the replacement. I put in for that replacement in September and I still haven't got my replacement I've called numerous of times and every one of this customer service tells me the same thing that they're escalating this problem. It's been almost 3 months. Can you please help me receive the tablet so I can utilize t h e connectivity program offered to me?

  Business Response

  Date: 11/20/2023

  Hello Will, 

  I reviewed your account notes and do see where you have inquired several times about this delivery. I made contact with the warehouse and requested that another tablet be shipped tomorrow, since the original request has not been fulfilled. I will follow up with a fed ex tracking number here within 2 business days. 

  We apologize for this inconvenience and thank you for allowing us to make it right for you. 

  Thank you, 

  Excess Telecom Customer Support 

   

  Customer Answer

  Date: 11/24/2023

   
  Complaint: 20863801
  
  I am rejecting this response because: 

  I just wanted to respond to this message to let you know I am awaiting a response from Excess Telecom... they said they would contact me within two business days with the tracking number... I haven't received any tracking number and it's been 3 days. I'll give them until Monday because of the holiday to see if I receive the tracking number for my tablet
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/30/2023

  Hi! 

  I was unable to respond to the BBB complaint again, here is the Fed Ex tracking number 786411636560 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:11/13/2023

  Type:Sales and Advertising 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.

  Since I have received the tablet it has not worked. No Internet no data no calls no nothing I've had it for a year I believe or close to it. I get messages saying if I want to continue press yes. Continue something I never had?????

  Business Response

  Date: 11/20/2023

  Hello, 

  Thank you for contacting Excess Telecom. We apologize for any inconvenience. As your account has been cancelled, you will no longer receive contact from **. 

  Please contact us at ******************************** if you require further assistance. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:11/09/2023

  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 sent foe a tablet it as stolen and I reported this to them they promised to send me a new one and it had been months and they still haven't sent what was promised so I tried to apply with a different service but it says I have all ready collected this benefit and yet I haven't because it wad stolen I did pay ***** a one time fee but I never got that freaking tablt

  Business Response

  Date: 11/18/2023

  Hi ********,

   

  Thank you for contacting Excess Telecom. We are sorry to hear about your shipment issues. Since your account is already cancelled with us we will proceed to enable your ACP Connected Device $100 benefit to be used with another carrier of your choosing. We will provide confirmation when this process is complete to the e-mail listed on this complaint. We cannot guarantee an exact timeline for this unfortunately due to working with government agency who processes request.

   

  Thank you,

  Excess Telecom Support Team

• Initial Complaint

  Date:11/09/2023

  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.

  My contact with this business started when I clicked on an ad for a free tablet that popped up on my Instagram account, when redirected to the website, I entered my information to see if I would qualify as did my disabled mother at the time. We both qualified but in order to receive the tablet it said we had to pay each $11 for shipping and handling I imagine so we never completed the application or checked out. We both received said tablets in the mail, regardless to our surprise, as we never submitted the applications, and this business has been calling me nonstop, relentlessly, despite me, asking them to stop in to take me off the list and to discontinue whatever services they claim to provide at this point it is harassment theyve called me hundreds of times, texts coming in all throughout the day and night when I ask any questions or really when I say anything other than yes in response to this phone operators calling to ask me if I want to continue service, I got hung up on, when I call back I get hung up on. I my mom lost her free government SafeLink phone through the affordable connectivity program because of this company signing her up for a service. If that doesnt work event, theres no phone or data on this tablet so she has since lost her phone number as well and we cant get a single operator from excess telecom to, explain what is going on or discontinue her service. The most horrifying part of this whole experience is that the website must be gathering our information while we type it as we both receive these tablets that we never wanted or ordered.

  Business Response

  Date: 11/18/2023

  Hello,

   

  Thank you for contacting Excess Telecom. We are sorry to hear about your troubles with your ACP Benefit from your Excess Telecom order. I can confirm your account is cancelled per your request and you will receive no further contact regarding it. Additionally, you are correct that the data connection is disabled as your account has been cancelled with us.

  We will need a little more information to support your mother's account - can you email us some more information to ******************************* and I would be happy to ensure everything is taken care of per your request.

   

  Thank you,

  Excess Telecom Support Team

• Initial Complaint

  Date:11/08/2023

  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.

  This complaint is being filed by me as the son-in-law of an elderly individual who cannot do it himself. Approximately one or one and half month ago my father in law received a smart phone from a woman who cold called at his door. He only speaks Spanish and is not tech savvy at all. He was told that he could have a free smart phone under the Affordable Connectivity Program (ACP). She asked him for his ** DL and the last 4 of his SSN. He provided this to her without ever further questioning her. She produced no business card or credentials. She hand wrote her 1st name only and her # on the plastic card where the *** card was. Then she wrote the # of the device itself and she asked him for $23 cash. She never provided a receipt or any other contractual paperwork. Apparently, after I did some research, the woman was a rep for Excess Telecom out of CA. They are a legitimate provider under the **** I have called their customer service twice in including today only to learn that they have no record of him and the phone itself, based on the phone number and the **** # is listed under someone else's name that does not resemble my father in law's, which, they could not provide to me. The rep in fact kept emailing back and forth with her supervisor/leads but they refused to assist in any way stating things like, we were not a customer and we would have to reapply under the **** I explained that this was not an eligibility issue but a potential petit theft and identity theft issue. On Excess Telecom's website, they only charge $11 for the device. I explained that if this woman, who works on commission, did this numerous times per day, she would not only make a lot of extra cash but also collect a lot of PII on various individuals. I also have the device in my possession, which adds to the legitimacy of my complaint. I would like the $23 back for my father in law, and this company should be severely chastised for their business practices.

  Business Response

  Date: 11/18/2023

  Hello,

   

  Thank you for contacting Excess Telecom. We have reviewed your information provided and will need to confirm a little more information since the complainant is on behalf of another. We have reached out to the e-mail provided and committed to help resolve any of the issues involved.

   

  Thanks,

  Excess Telecom Support Team

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20844037
  
  I am rejecting this response because: One of Excess Telecom's VP's contacted me via email as stated in their response. I have sent a very detailed response back to them with information that they requested. At this point, although a resolution is possible, I am awaiting a further response from them.

  Thank you for staying on top of this.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/29/2023

  Hi ********,

  Thank you for your response and communication on this issue. We will have some resolution steps for you on this by 12/1.

   

  Thank you,

   

  Excess Support Team

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20844037
  
  I am rejecting this response because:

  I have been contacted by *******************, one of Excess telecom's VP's. I am waiting to hear back from him so I'm not really sure what Excess means by sending a generic message that basically says nothing other than they will have some resolution by 12/1? I will wait to hear from ******************* since he has all the detailed information regarding this incident/issue. I am withholding further action (police report or other legal action) pending ****************** response.

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

• Initial Complaint

  Date:11/08/2023

  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 a tablet but it does not connect to the mobile network that was provided. The tablet only works on WiFi and that's not what was requested.

  Business Response

  Date: 11/18/2023

  Hi *********,

   

  Thank you for contacting Excess Telecom. It appears your ACP Benefit was transferred to another provider on 11/1/2023 and we received notification from the government administrator of such. We sent you some e-mails and texts to see if you wanted to get back online with us using your ACP benefits - you can call ************** today to speak with a reconnection specialists. They will be able to get you back online in only a few minutes!

  Please let us know if you need any further support by visiting our Live Chat Support at www.excesstelecom.com/contact and clicking 'Start Live Chat' or ********************************

  Thank you,

  Excess Telecom Support Team

• Initial Complaint

  Date:11/06/2023

  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 paid $25 on Oct 12 for a refurbished replacement tablet I was told it would ship immediately The web sight states as soon as payment is made shipment process will start I called and was told to wait 14 days then it was 14 business days after that date passed they said I would have to wait another 14 days I could not speak to a supervisor or anyone else

  Business Response

  Date: 11/21/2023

  Hi *********, 

  Our sincerest apologies for the delay in responding and that you never received your device. We will issue the refund and can take 5-7 days to reflect back into your available balance. When I pulled your account to research it looks like you cancelled your service just today with us. 

  If you change your mind and would like for us to reactivate your account and ship the tablet, please let us know by emailing ******************************** or chat with us by visiting excesstelcom.com. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:11/03/2023

  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.

  When I went to pay the $11 payment for the tablet I was charged off both of my cards. Never got refunded for one of them. Also I keep getting emails and texts asking me to pay again even though I talked to 3 different agents tonight and they all said my payments been confirmed Im a stay home mom and cant afford this extra money coming out of my pocket. Attached below are both my cards that were charged.

  Business Response

  Date: 11/12/2023

  Hi *******,

   

  Thank you for contacting Excess Telecom. We are happy to see your order has been delivered and activated! Regarding the second $11 pending charge you provided information of, that charge has not posted to your account as it is still in pending status. If the charge is still in pending status today after the indicated 7 day period please contact us at ******************************** and we would be happy to assist.

   

  Thank you,

  Excess Telecom Support Team

• Initial Complaint

  Date:11/03/2023

  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 received an email from Excess Telecom regarding getting a free android tablet and included data per month...before I fully understood, I was enrolled and had paid ***** copay for the tablet and then the following morning I received a text from my current internet provider that I would lose my ACP discount program and have to pay full charge for my Internet service...I contacted Excess Telecom and spoke to a ******** she advised she cancelled my enrollment but she couldn't send an email confirmation to me of cancellation. I received an suspicious email from a ***************************, with refund information but no one at Excess Telecom could advise me of whom this person is. I find this company very rude, and deceiving...I wish to receive refund from this company and an email of cancellation. I contacted the **** regarding this, and received proper information to keep my current internet provider. I advise consumers to please be very aware of this company...I have never been so frustrated and made upset as this company and their so called customer service department. Thank you for your time with this important matter.*****************

  Business Response

  Date: 11/12/2023

  Hi *****,

   

  Thank you for contacting Excess Telecom. We apologize for the inconvenience with your refund as we have a new process. I can confirm your account is no longer active with us as of 11/3/2023. 

  Regarding your refund, everything seems to be in order from your information provided. Can you please forward the e-mail you reference to ******************************** and we would be happy to confirm it's authenticity for your $11 refund!

  Thank you,

  Excess Telecom Support Team

  Customer Answer

  Date: 11/13/2023

   
  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:11/02/2023

  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 ordered a free tablet and it went to my old billing address I was told it would be resent to my current address I keep receiving messages that you are going to disconnect my plan and I never used my plan or received my tablet. It was stolen when left outside

  Business Response

  Date: 11/18/2023

  Hi ****,

   

  Thank you for contacting Excess Telecom. I'm sorry to see that you cancelled your Excess Telecom account with us recently. Unfortunately, since your account is now cancelled as well as your original order you are reporting was delivered to the address you input we cannot offer you any further assistance. Your original order was delivered in June 2023 and only reported as misdelivered in October 2023.

  Thank you,

  Excess Telecom Support Team