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Business Profile

Telecommunications

Excess Telecom

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

This profile includes complaints for Excess Telecom's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 566 total complaints in the last 3 years.
    • 44 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/01/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 sent a tablet according to government ACP program! Tablet keep saying cant read SIM card! After dealing with customer service many times and sent SIM cards that dont work! Besides that got harassing phone calls everyday! I want to cancel service immediately! My other options are to report you to FCC and or not limit to legal actions if service is not discontinued immediately! This is a scam!

      Business Response

      Date: 11/09/2023

      Hi *****,

       

      Thank you for contacting Excess Telecom. I am sorry to hear about your device issues. Your account has been cancelled as of 11/9/2023. If you need any further support please contact ********************************

       

      Thank you,

       

      Excess Support Team

    • Initial Complaint

      Date:10/30/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 been receiving text messages from Excess Telecom that state: "Reminder from Excess Telecom:You need to access the web from your tablet at least once per month. Reply YES if you wish to keep your ACP service active."I never heard of Excess Telecom or ACP service until these text messages appeared on my phone. I called Excess Telecom customer service on 10/23/2023 and they did confirm there is an account attached to my phone number ************** but the account is not in my name. Excess Telecom would not give me any more information. They would not cancel the account. I have received several more of the same text messages from Excess Telecom number ************** since I called them.I do not want to do business with Excess Telecom. I believe the account with my telephone number was created fraudulently. I want Excess Telecom to cancel the account attached to my phone number and cease sending text messages to my phone.

      Business Response

      Date: 11/18/2023

      Hi ***,

       

      Thank you for contacting Excess Telecom. Thank you for informing us regarding your phone number issue - we have effective immediately suspended the account involved and ensured you will no longer receive communications to your phone number from Excess Telecom. If you need any further assistance please contact us at ******************************** .

      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 ********. The last text message I received from Excess Telecom was on 11/15/23. I have not received any more text messages from Excess Telecom since that date. It appears at this time that the account associated with my telephone number has been suspended as of 11/20/23. At this time I find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:10/30/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 ipod from them it was worthless. No button to call with. They didn't say you need WiFi or internet to use it. Which I don't have access to. They keep emailing for me to use this c*** I sent the darn thing back about about maybe3-4 weeks ago. I think this is a big scam.

      Business Response

      Date: 11/08/2023

      Hello ****,

       

      Thank you for contacting Excess Telecom. I have went ahead and ensured you will no longer receive e-mails from us and your account will be closed within 1 business day. If you need anything further please contact ********************************** .

       

      Thank you,

      Excess Support Team

    • Initial Complaint

      Date:10/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 for a tablet through ACP program and I qualified and they told me it was shipped out and I should have it in 14 days. Its been a month and I havent received it.Every time I call they say they cant find my information and last two times they said they found it but I need to say I want to be switched over before they can give me any information, which doesnt make sense if I am already a customer.Basically they will not help me and Im scared its a fraud or they charge the government more times than they should have

      Business Response

      Date: 11/08/2023

      Hi Kash,

       

      Thank you for contacting Excess Telecom. I'm sorry you're having some trouble - I have added your account to be sent out a replacement device. Please contact us at ******************************** if you have any further questions!

       

      Thank you,

      Excess Support Team

    • Initial Complaint

      Date:10/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 my tablet from excess telecom and they gave me a messed up tablet that doesn't work well and I ttied to get a replacement and they told me I needed to pay for the tablet that doesn't work and if I wanted a new one I had to pay$25 for refurbished or $50 for a new one and all I want is a brand new tablet I thought I would get for $11

      Business Response

      Date: 11/08/2023

      Hi ******,

       

      Thank you for contacting Excess Telecom. We need a little more information about what is wrong with your tablet to start our replacement process as I can see you requested a replacement previously. Please let us know more about the issue at ******************************** and we would be glad to help you.

       

      Thanks, 

       

      Excess Support Team

    • Initial Complaint

      Date:10/26/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 constantly receiving the following text from excess telecom. Ive never done business with this company nor have ever received any tablet from them or anyone else. Reminder from Excess Telecom:You need to access the web from your tablet at least once per month. Reply YES if you wish to keep your ACP service active.

      Business Response

      Date: 11/04/2023

      Hi *****,

       

      Thank you for contacting Excess Telecom. I can confirm you will no longer receive messages to your phone number and apologize for any inconvenience. Please contact ******************************** if you have any further issues!

       

      Thanks, 

      Customer Answer

      Date: 11/06/2023

       
      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:10/26/2023

      Type:Delivery Issues
      Status:
      Answered
      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 tablet online in Late September or Early August. I qualified and received it quickly but I have never used it because there is already a lock on it and I never set one up. I need to know how to unlock it or I would like to request a new one. Thank you.

      Business Response

      Date: 11/04/2023

      Hi Bria,

       

      Thank you for contacting Excess Telecom. We would be more than happy to assist you with your tablet issue! We are sorry to hear about your trouble with your device and will be having one of our Resolution Specialists reaching out to you via the e-mail and phone numbers you provided to get your current device working or a new one sent to you.

       

      Thank you, 

    • Initial Complaint

      Date:10/25/2023

      Type:Delivery Issues
      Status:
      Answered
      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 receiving text messages about loosing service for a tablet I have never received and I believe I am not eligible for.

      Business Response

      Date: 11/03/2023

      Hello,

       

      Thank you for contacting Excess Telecom. We have received your request and you will no longer receive messages from Excess Telecom. Please contact us at ******************************** if you have any further needs!

       

      Thanks, 

    • Initial Complaint

      Date:10/24/2023

      Type:Product Issues
      Status:
      Answered
      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.
      They sent a tablet without consent, wants ss number to get it returned.I dont trust them so I am not going to be using it.

      Business Response

      Date: 11/03/2023

      Hello,

       

      Thank you for contacting Excess Telecom. We are sorry to hear you no longer are interested in ACP service with Excess Telecom. Our support staff has been trying to contact you regarding return instructions. Your account has been cancelled as of 11/3/2023 per your request. Please contact us at ********************************** for further support.

       

      Thank you,

    • Initial Complaint

      Date:10/20/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      10/16/23 I ordered a free tablet through Excess Telecom using Lifeline/ACP benefit. There was an $11 copay. After I received the email saying order is on it's way, I tried to clicking the track package button and it didn't work. I then clicked the check status of order button and when I entered my information no order could be found. I proceeded to call customer service and he gave me a 34 digit ***** tracking number. He couldn't give me an order number. There's no way or option on their website to sign or view an account. They said wait two weeks for tablet. I saw online other people reporting that they never received their tablet. When I asked for a refund on $11 , he placed me on hold and never came back to phone. This is obviously a scam and this company should be shut down. Order confirmation: AXC21194368 Tracking : **********************************

      Business Response

      Date: 10/27/2023

      Hi ******,

       

      Thank you for contacting Excess Telecom. Based on the information you provided, including tracking number, we can see your order was delivered on 10/20 to the address on file from the ***** confirmation photos. Unfortunately, it looks like you transferred your ACP benefit to another provider the next day on 10/21. We are sad to see you go. 

      Please contact our Reconnection team at ************** if you would like to have your service and ACP benefit transferred back to Excess Telecom.

       

      Thank you, 

      ***** Duck

    Excess Telecom is NOT a BBB Accredited Business.

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