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:10/12/2023

  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.

  This is October 12th. Its the 3rd te Ive tried to get tablet. After waiting through 3 people on phone for 45 minutes, I was told that yes, I was right, I am not with another company, also if I were, I signed with Excess that I would immediatly transfer if so. But Iam not. I called ACP lifeline an was told I could have the tablet.

  Business Response

  Date: 10/20/2023

  Hi Faith, 

  Thank you for reaching out regarding your concern. We appreciate you providing the screenshot showing your approval where your benefits will be transferred to us on 11/01/2023. Once this is complete, we will ensure that you have a tablet to be able to use your service with us. We will reach out to you by email to see when we can connect to ensure you have everything you need. If you have any additional questions or concerns, please reach out to us at ***************************************** Thank you! 

  Customer Answer

  Date: 10/22/2023

   
  Complaint: 20729166
  
  I am rejecting this response because: It plainly states Im allowed a phone AND A TABLET. There is NO REASON I must wait until ****. I believe its a lie. Transfer service from whom?

  I have no one at moment. And I cannot transfer phone service when you only offer tablet and I need a phone as well!
  
  Sincerely,
  
  Faith Moon

  Business Response

  Date: 11/01/2023

  Hello,

   

  Thank you for your response. Unfortunately, Excess Telecom does not control the Transfer process for ACP Benefits. We have received notification from USAC that your benefit is currently with another provider. You may contact USAC for further assistance - USAC ACP Support Center at **************.

  Excess Telecom provides customers phones and tablets based on eligibility determined by the *** and USAC. We invite you to apply for service today with Excess Telecom at www.excesstelecom.com.

   

  Thank you, 

• Initial Complaint

  Date:10/12/2023

  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 tablet doesn't work everywhere on Internet. Actually nowhere, Only where it got sent to originally. But I no longer live their. Please help thank you I like to use the Internet that's intended when I got it anywhere please. Thankyou

  Business Response

  Date: 10/20/2023

  Hi *****, 

  Thank you for reaching out regarding your concern. We are eager to assist you with fixing your device. Please send us an email at **************************************** with the best day and time to connect with you. We look forward to speaking with you soon. Thank you! 

• Initial Complaint

  Date:10/12/2023

  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 have been receiving text messages from excess telecom the past couple of weeks saying they are delivering a tablet to me . I have never contacted this company for anything. I did contact acp for the government Wi-Fi discount so I can get my ******* bill lowered only to find out that I have qualified for this but excess telecom has stolen the $30 discount. The way I found out is ******* contacted me and said they are going to give me a charge back because another company has intercepted it . Fed ex did show up to my house today with a package from excess telecom , I refused delivery and sent whatever the package was back. I need excess telecom to release my acp discount code so ******* can apply it to my bill so I can have my bill lowered . I am a senior citizen and hate that these flyby night companies can and get away with this kind of stuff. I did see that Im not the only one that has had this happen to, many others have had this happen to them. This company needs to be stopped and put out of business.

  Business Response

  Date: 10/20/2023

  Hi *****, 

  Thank you for reaching out to us regarding your concern. We can confirm that the account has been canceled effective 10/12/2023. In addition, we have shared your information with the appropriate team to ensure that no additional accounts are created on your behalf. If you have any additional questions or concerns, please reach out to us ***************************************** We are happy to assist. Thank you!
  
  
  
  

• Initial Complaint

  Date:10/12/2023

  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 paid $10 for a tablet four months ago on my debit card, I have proof. I NEVER RECEIVED TABLET and keep notifying you and you refuse to stop billing the government for it. I need this account closed so I can go to a company that won't s**** me over and if not the * S ******** General says it fraud of disabled elderly vet and they can go after you.

  Business Response

  Date: 10/20/2023

  Hi ******, 

  Thank you for reaching out to us regarding your concern. We can confirm that the account has been canceled. Your information has been shared with the appropriate team to ensure that another account is not created. We have also requested a refund for the device that you did not receive. Once we have received confirmation of the refund, an email will be sent from ***************************************** Thank you!
  
  

  Customer Answer

  Date: 10/21/2023

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

• Initial Complaint

  Date:10/12/2023

  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 a package in the mail from Excess Telecom.n I have not opened it as i have NEVER even heard of them. I have been with the company i use for all purposes of cell phones ect for over 13 years! I would never change services. I have read others complaints and i want NOTHING to do with this company. I will forward this package to return to sender and NOT open it. What god awful company would be doing this to people. I am unaware of any charges from this company as i do NOT give out my accounts to these kind of things. I will be going through my bank accounts and credit card accounts to see if i have been hacked and if so I will file with the court. Get this solved now and stop letting this company do this to people.

  Business Response

  Date: 10/20/2023

  Hi *******, 

  Thank you for reaching out regarding your concern. We can confirm that there is currently no active account for you. If the device has not been returned to us, you may keep it or discard it. Also, we have shared your information with the appropriate team to ensure that no accounts with Excess Telecom are opened in the future. If you have any additional questions or concerns, please reach out to us at ***************************************** Thank you!
  
  

• Initial Complaint

  Date:10/12/2023

  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.

  I signed up over a year ago and never received my tablet, I called and canceled them 10 months ago and today I got an email welcoming me again! This is fraud they are using my stuff and it is affecting my internet and current phone bill !

  Business Response

  Date: 10/20/2023

  Hi ********, 

  Thank you for reaching out regarding your concern. We can confirm that the account has been canceled. In addition, we have provided your information to the appropriate team to ensure that another account is not created. If you have any additional questions or concerns, please reach out to us at ***************************************** We are happy to assist. Thank you!
  
  

• Initial Complaint

  Date:10/11/2023

  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.

  Excess telecom sent me a text stating my plan wad approved and my phone was on its way..the tracking # is 9631091350202149709300784875725900...I never ordered anything and don't want their stuff or service as I have my own .please cancel this and remove me from their lists..I don't want any part of it.

  Business Response

  Date: 10/20/2023

  Hi ********, 

  Thank you for reaching out regarding your concern. We can confirm that the account has been canceled effective 10/16/2023. If you do receive the device, you will not need to have it returned to us. Lastly, we have shared your information with the appropriate team to ensure that another account is not opened in the future. If you have any additional questions or concerns, please reach out to us at ***************************************** Thank you!
  
  

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20727367
  
  I am rejecting this response because: as of today October 25, **************************************************************************** excess telecom service which has hindered me from receiving actual services and also I did not receive any device from them, according to *** a shipping label was made but they never received anything so it was never shipped out. I removed my current application from ACP that way I was out of the system and a new application can be made but there is no reason Excess should've enrolled me in any of their services without my knowing or approval. So please remove me from your system . 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/04/2023

  Hi ********,

   

  Thank you for contacting Excess Telecom. I can confirm that your account was cancelled with ** on 10/16/2023 but unfortunately, due to an error with the **** database, did not successfully transmit. I can confirm your benefit was transferred successfully on 10/26 and is no longer with Excess Telecom. We apologize sincerely for the error and please contact us at ******************************** if you need any further assistannce.

   

  Thank you, 

  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:10/09/2023

  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 simply inquired about the free tablet. I was reading along the terms and decided not to get the tablet. The terms stated if I qualify for any other help (at the time I just qualified for a $30 discount on my internet), you cannot get the tablet and have a $30 discount for my internet. I have been calling and emailing the company several times. I have told each and every customer service person about the issue and most importantly, the fact that I never signed, digitally signed the online application. I did not want the tablet because I literally just signed up for a $30 discount on my internet bill. The company strung me along for months at this point. I received an email Friday, telling me to call customer service do not email us. I am now furious. Ive patiently waited. In the mean *** moment hey have my name and info locked up into their system even if Ho I e called repeatedly and told them I want that account deleted. After almost three months I received a tablet from the company WTF? I put the tablet that I never wanted or authorized. I refused the package ***** and put return to sender. This is a scam to get more money from the government. I am begging for 30 a month for internet. And these ppl are preying on my info so I cannot enroll back into my internet. They have cause me to not be able to register again until the delete my account. Hahaha. The jokes on me.

  Business Response

  Date: 10/18/2023

  Good afternoon,

   

  Thank you for contacting Excess Telecom. We have reviewed your complaint and see your account has already been successfully deactivated. Please let us know if there is anything else requested beyond the account cancellation which has already occurred at ********************************.

   

  Thank you, 

  Excess Telecom Support Team

• Initial Complaint

  Date:10/09/2023

  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.

  Excess Telecom created an account for me and sent me a tablet, saying they got an application from me to use their services. I opted out and spoke to someone on live chat with them, and they said my account was canceled as of 9/12/2023. However, I spoke to my current internet service and they said I am still signed up with excess telecom and have an account there, meaning they have already used 60$ of my ACP funds without my permission.I'd like to permanently have my account removed from them, and, if possible, have my used ACP funds transferred to my current internet company, since the bills I had to pay were more expensive than they should have been, including a charge-back from a previous month due to excess telecom. If this isn't possible, that's okay, I just want to be fully removed from excess telecom.

  Business Response

  Date: 10/18/2023

  Good afternoon,

   

  Thank you for contacting Excess Telecom. We can confirm that your account has been cancelled as of 9/12 when you first contacted us. We recently reached out to you via e-mail to confirm this as well. Please let us know if there is anything further at ********************************. 

   

  Thank you,

  Excess Telecom Support Team

• Initial Complaint

  Date:10/09/2023

  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 received a tablet from this company when I didnt even order one. Now I cannot get ACP discount through my current provider. There is no viable way to communicate with this company.

  Business Response

  Date: 10/18/2023

  Hi ******,

   

  Thank you for contacting Excess Telecom. We can confirm your account has been cancelled with us as of 10/18/23. Please contact us at ******************************** if you have any further questions!

   

  Thanks,

  Excess Telecom Support Team