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:10/09/2023

  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 have been with the ******************* phone program for 10 + years. Recently, ads popped up on the Internet saying fill on to check eligibility for a free tablet. I put my name address email info in, and it said I am eligible, and to continue to apply. I DID NOT CLICK, just left that site. I started getting texts saying Welcome...you have applied for ACP. I marked them as SPAM, and my phone began filtering their msg. I tried contacting them on multiple occasions to tell them I had not Applied but after many hours, only got long waits and a robot. Yesterday, I see a package on the GROUND with my name on it, opened it to see a tablet. Before I could return home, I got 2 texts on car Bluetooth saying to use it once a month to keep the benefit. They stole my identity and changed my service from SafeLink to them! Now I check SafeLink website to find that my service was cancelled on September 30th! I never cancelled or changed providers. I want my service changed back to SafeLink immediately, with restoration of unlimited talk, text and data, with 15 gb hotspot! I never applied for their service or this tablet. This is fraud, and I need help to resolve this. There is nothing in box with tablet giving my enrollment #, or anything. ***** track id ************************ 5 **************************** ****. I am disabled and can't wait for 30 days to change providers, to undue the fraudulent activity of this company in stealing my identity and changing my provider without my knowledge or consent. My SafeLink is is *********, and I was qualified with them thru 3/8/2024. This company should be reported to the **** and disqualified from being a government provider. They are stealing from the government program while hurting the disabled like me who DEPEND on it. I have been totally happy with SafeLink and had NO reason to change! I neither signed nor agreed to changing to excess telecom, and they didn't collect or ask for any money for this tablet I never ordered!

  Business Response

  Date: 10/18/2023

  Hi ******,

   

  Thank you for contacting Excess Telecom. After reviewing your application it appears you have transferred your ACP benefits to another provider on 10/7 and have no active account with ********************. I will disable your account so that you do not accidentally enroll in the future. Please contact us at ******************************** if you need further assistance!

   

  Thank you,

  Excess Support Team

• Initial Complaint

  Date:10/07/2023

  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 recently filed a complaint against Excess Telecom for harassment to restart services, even after continuous denial (I'd bought their tablet and used it for less than a month before discontinuing to apply govt assistance to my internet), and I'm filling another one after being informed by internet company after being charged full price multiple months in a row ((which I'm not able to afford)) that another service was using this credit-- after an exhausting process finding out that Excess telecom had transferred this credit back to them months after cancelling it, I don't even have a product w them anymore, as I'm sure a way to get money. this is all after filing a bbb complaint against them and receiving an apology from the business months ago regarding harassment..

  Business Response

  Date: 10/18/2023

  Hi Macy,

   

  Thank you for contacting Excess Telecom. I can confirm your account is cancelled and you will not receive any further communication from Excess Telecom. Please reach out to us at ******************************** if you need any further assistance.

   

  Thanks,

  Excess Telecom Support Team

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20708792
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/24/2023

  Hi Macy, 

  Thank you for providing us with that screenshot. We have provided your phone number to the appropriate team to ensure that you receive no further contacts. If there are any additional phone numbers that need to be added please let us know by email at ***************************************** Thank you!
  

  
  

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20708792
  
  I am rejecting this response because:

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

• Initial Complaint

  Date:10/06/2023

  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 tried to work this out with the company to no avail. I signed up through their acp program to get the tablet. I waited nothing happened so I signed up again and waited. It came today but was a phone that does not work it says it cannot connect. But it doesnt matter the reason I needed the tablet and not phone was for vision reasons now the tech tells me well you will have to find another service that offers a tablet and cancel this one very disappointing

  Business Response

  Date: 10/16/2023

  Hi ********, 

  Thank you for making us aware regarding your concern. We are happy to assist you with your request. Our team is working with our warehouse team in order to assist you with your request for the tablet. Please allow us ***** business hours for an update. Once we have additional information, we will reach out to you from ***************************************** In the meantime, if you have any additional questions or concerns, please feel free to connect with us at ***************************************** We look forward to speaking with you soon. Thank you!
  
  

• Initial Complaint

  Date:10/05/2023

  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 had when to a table stand outside of the vista market that had a sign saying free tablets not knowing that they would charge me $23 for a tablet so I only had $20 to my name it was either a tablet or gas in my car so I told the table stand I'll be back another time. I finally have a job and funds to get the tablet and I'm told it has already been given to me...how!? I want my New Tablet and an explanation on how it's been being used and it's not in my possession I've been calling and people keep filing complaints but no one's calling me to resolve the issue and give me a tablet. I kept getting text to make sure I use the Internet on the tablet and reply yes if I want to keep the service so I kept replying no thinking that it was just a mistake msg but this right here is crazy and confusing

  Business Response

  Date: 10/13/2023

  Hi *******, 

  Thank you for reaching out regarding your device! We are determined to ensure you receive your tablet. We have reached out to our warehouse team to have a tablet shipped out to you. Please allow us ***** hours to receive tracking information. Once we have that information, we will send you an email from ***************************************** We have also shared your concerns regarding the usage of your tablet. When we have additional information to provide, we will reach out to you. Thank you for being a loyal customer to ******************** and we look forward to connecting with you soon. Thank you! 

  Customer Answer

  Date: 10/13/2023

   
  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. I just want to make sure the tablet will be new and not used because it was supposed to be a new tablet.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/03/2023

  Type:Customer Service 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.

  The only issue I have is the company is sending an automated text message about a tablet I never received or even applied for. The text message states, "Disconnect Notice from Excess Telecom: You have not used your ACP tablet service in 30 days. Please access the web from your Excess Telecom ACP tablet within the next 15 days or your ACP service will be DISCONNECTED. Reply with the word YES if you wish to keep your ACP service active. For questions call **************. I called their provided *********** number once and was told my phone number wasn't connected to any accounts by one lady and was given a number ********** and was told they don't send out text messages. After calling each number again a second time I was told that my number was attached to an account but they would need extra information that I wasn't comfortable giving to a company I do not know anything about. It feels like a scam. All I would like is to not be bothered with an automated messages, however I'm being told they can't do that. Which feels like a form of harassment.

  Business Response

  Date: 10/12/2023

  Hi ****, 

  Thank you for bringing this to our attention. We appreciate you giving us an opportunity to connect with you regarding the Excess Telecom account. As discussed on the call, the account has been canceled effective 10/5/2023. Please note that we have forwarded your information to the appropriate team to ensure that another account with ******************** can not be opened. If you have any additional questions or concerns, please reach out to us at ***************************************** Thank you! 
  
  

  Customer Answer

  Date: 10/12/2023

   
  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,
  
  Jade *******

• Initial Complaint

  Date:10/03/2023

  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.

  I am signed up with your company but I did not sign myself up for it. I can't use it as I do not have a phone or tablet. Thank you ******

  Business Response

  Date: 10/11/2023

  Hi ********, 

  Thank you for allowing us the opportunity to assist you on Sunday 10/8/2023. Per our discussion, you would like to keep service with Excess Telecom. Our records show your device was delivered on Monday, 10/9/2023. If you have any additional questions or concerns regarding your service, please email us at ***************************************** We are happy to assist. Thank you!
  
  

• Initial Complaint

  Date:10/02/2023

  Type:Customer Service 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 am constantly getting threatening messages saying I will lose my service if I do not use enough data I feel I use it when I need to and don't need to be threatened about losing my service and also customer service is not very helpful I have been trying to just keep track of my data usage and they're telling me that the app is not yet functional and it needs to be for me to be able to keep an eye on my data usage

  Business Response

  Date: 10/10/2023

  Hi *****, 

  Thank you for reaching out regarding your concern about data. We appreciate you allowing us to connect with you, to show you how to see the data usage with your device. If you have any additional questions or concerns, please reach out to us at ***************************************** We are happy to assist in any way we can. Thank you! 
  
  

  Customer Answer

  Date: 10/11/2023

   
  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:10/02/2023

  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 am currently enrolled in the acp program. I received a tablet from Excess Telecom about a month ago. The tablet worked fine for about a week, and then won't turn on anymore. Yes. Its fully charged. When I contacted customer service, they said there was only a 14 day warranty and I would have to purchase a new tablet for $50.00 or $25.00. I feel as though I was scammed. I can't afford to purchase a new tablet and this one quit working, so I'd be forced to purchase one? I'm "indigent" and the reason I'm in the acp program. Can i quit Excess Telecom and find another government service provider?

  Business Response

  Date: 10/10/2023

  Hi *****, 

  Thank you for reaching out regarding your device. We appreciate you giving us an opportunity to connect with you. Since we last spoke, your device and service are working properly now after charging and restarting the tablet. If you do still run into any issues with your tablet, please reach out to us at ***************************************** We are happy to assist you with getting a replacement device or any concerns you may have. Thank you!
  
  

• Initial Complaint

  Date:09/27/2023

  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.

  09/27/2023 They send out the device w/o prior authorization (Excess Telecom, saying that it was applied in on-line). Also, they have provided the website : ******************************** that it does not even belong to government but they asked me to report to government regards to Identity theft.They should not use elderly information to scam or con our parents.

  Business Response

  Date: 10/05/2023

  Hi ****, 

  Thank you for reaching out regarding the Excess Telecom account. We are very sorry for the experience your parents and you have had. We can confirm the account has been canceled effective 9/27/2023. The tablet you have received does not need to be returned to us. We have forwarded your parent's information to the appropriate team to ensure that no accounts in the future can be opened. If you have any additional questions or concerns, please reach out to us at ***************************************** Thank you!
  
  

  Customer Answer

  Date: 10/06/2023

   
  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:09/27/2023

  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 applied for the affordable connectivity program with excess telecom about a year ago I gave them all my information and i never received the tablet. I tried calling them to release my information and I could not get through. I wanted to apply elsewhere but want to be released from them as they did not provide me with a tablet.

  Business Response

  Date: 10/05/2023

  Hi ******, 

  Thank you for reaching out regarding your device. We are very eager to assist you with getting your device, but need some additional information. At your earliest convenience, please send us an email at **************************************** with the best day and time to reach you. We look forward to connecting with you and getting you set up with Excess Telecom. Thank you!