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:09/27/2023

  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.

  Need confirmation of my cancellation from EXCESS TELECOM ACP PROGRAM that I requested on 9/25/23 and 9/26/23, that both C. S. Reps stated I would receive on my email. ******* WITH THIS COMPANY WAS DONE WITHOUT MY CONSENT OR KNOWLEDGE

  Business Response

  Date: 10/04/2023

  Hi ****, 

  Thank you for making us aware regarding the Excess Telecom account. We can confirm that the account was successfully canceled 9/25/2023. Our team was able to send a cancellation confirmation email to ********************** If you did not receive this, please send us an email at **************************************** for us to resend. We have also provided your information to the appropriate team to ensure that another account is not opened. If you have any additional questions or concerns, please reach out to ****************************************. We are happy to assist. Thank you!
  
  

  Customer Answer

  Date: 10/05/2023

   
  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:09/26/2023

  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 had recently gotten a tablet from you guys and I was using it applying for work and the battery was going low I plugged it in and it wouldn't charge and now it's completely dead it won't charge or come on. I called and asked for a replacement tablet and they say I have to pay $24-$25 and I'm not going to pay that kind of money for a replacement tablet because the one you guys had sent me was faulty or whatever. Guess I'll just have to take my service elsewhere. Thank You and I really wanted to keep service with you guys but not if I have to pay that kind of money, money I don't have. It was a free government tablet

  Business Response

  Date: 10/04/2023

  Hi *********, 

  Thank you for reaching out regarding your device. We'd be happy to assist you with getting your replacement device. Our team will be providing you with a return shipping label by email. At your convenience, please send the damaged device back to our warehouse. Once we have received this device, we will be sending out your replacement device. If you have any additional questions or concerns, please reach out to ***************************************** Thank you! 
  
  

• Initial Complaint

  Date:09/22/2023

  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 little over a week ago I received texts and emails from Excess Telecom to notify me that my ACP discount was switched to Excess Telecom. Then today I received a tablet from Excess Telecom in the mail. I have never heard of this company before and made so such request. That company has stolen my identity, and transferred my ACP discount without my knowledge and permission. It is a fraud. I called Excess Telecom and was on hold for 2 hours. When I finally got to talk to someone, the guy on the phone hung up on me after I told him that they needed to cancel my service. I looked online and there are thousands of people who complain about this company and the difficulty level of getting in touch with a live person. Please help to cancel my service with Excess Telecom. I do not want to have anything to do with them. I am sending back the tablet as well. I am hoping the government will do something about this company.

  Business Response

  Date: 09/27/2023

  Hi Peihua, 

  Thank you for making us aware regarding the Excess Telecom account. We can confirm that the account has been canceled effective 9/26/2023. Please note we have shared your information with the appropriate team to ensure another account is not opened and that you do not receive any further contact from us. If a tablet is received, you do not need to have it returned to us. If you have any additional questions or concerns, please reach out to us at ***************************************** Thank you!
  
  

  
  

  Customer Answer

  Date: 09/29/2023

   
  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. Hopefully this company will stop doing this to others.
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20639651
  
  I am rejecting this response because:

  I filed a complaint on September 21st, 2023, against Excell Telcom. The complaint ID is ********, The complaint was resolved and closed, because the response from Excess Telcom was "Please note we have shared your information with the appropriate team to ensure another account is not opened and that you do not receive any further contact from us." However, Excess Telcom does not ***** its words, they reacted my account and sent me a welcome email on Oct. 11th, 2023. Is there any way to make this company to stop what they are doing to me? Please let me know if I need to file another complaint. I am not able to attach their email dated Oct. 11th with this message. Let me know if there are any other method. Thank you.

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

  Business Response

  Date: 10/20/2023

  Hi ******, 

  Thank you for providing this additional information and screenshots. We can confirm that the account is still canceled and has not been reactivated. Also, our team has blocked any future enrollments or email communications. If you have any additional questions or concerns, please reach out to us at ***************************************** We are happy to assist. Thank you! 

• Initial Complaint

  Date:09/21/2023

  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.

  On 9/15/23 I received an Email stating that my transfer for service to Excess Telecom is complete. I messaged Emailed and called 4 different phone numbers to tell them i do not want their device, I do not want their service as I am happy with my present provider. I called my provider and was told they already transferred my ACP benefits to them. I did not! now I have to wait 30 days to transfer my ACP back to my provider, and pay any extra on my internet bill because my ACP has been transferred.I clicked on an ad saying I could get a free tablet if I get SNAP benefits, After answering a few questions I got the above Email. Today I received the tablet I told them I did not want.Very Very hard to get a hold of a real person, you get recordings or use the chat on their page which only tries to sell you this scam. I spent 2 full days trying to contact them and when I got a real person I was told they can't do anything and told me to call my provider that I already have.Transferring internet service and cancelling benefits without the person's knowledge or permission is wrong! My order number the sent me is AXC18610284

  Business Response

  Date: 09/26/2023

  Hi ****, 

  Thank you for giving us an opportunity to connect! Per our discussion, your account has been canceled effective 9/18/2023 and the tablet does not need to be returned. If you have any additional questions or concerns, please reach out to us at ***************************************** Thank you!
  
  

  Customer Answer

  Date: 09/26/2023

   
  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,
  
  *****************

  They called me yesterday and told me exactly what they told above.

  No further action is needed at this time.

  Thank you for your help and responding quickly.

  Have a blessed day.

• Initial Complaint

  Date:09/21/2023

  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've received 2 government funded tablets for my daughter both were sent with a "sim card" with the actual Sim removed the part that goes in the tablet for service. I got a call today asking if I wanted to keep the service and I explained the situation to the customer service representative and they hung up. So I called back, Explained and they hung up on me again. This whole time I was very professional because I work in customer service and they hung up on me again so I called back a guy answered this time and I explained my situation and concerns too be hung up on again! This went on more than 10 attempts on my part to resolve this issue! I was hung up on everytime! Since there a government paid entity I'd like to former request every call I made and was hung up on. I'm now on hold with there **** line and it rings and they put me back on hold this isn't how American citizens who pay taxes to help families in my position. I've been hung up on every time and I want my County Adams County ******** ***** to know exactly how we're being treated. I have a feeling there punching the sim card out of the card and possibly selling them or using them 4 there own use. There's fraud going on here. I trust bbb ****** to take their is fraud going on here and I'm no ****** ******** Better Business Bureau will help get to the bottom of this!

  Business Response

  Date: 09/27/2023

  Hi ******, 

  Thank you for reaching out regarding your SIM card replacement. First, we want to apologize for your experience with our contact center. This feedback has been shared with the appropriate team. Your SIM card has been shipped from our warehouse and the tracking number has been provided to you by email. If you're still having issues with your tablet, we can assist you with getting a replacement tablet. Please reach out to us at **************************************** with any questions or concerns you may have. We are happy to assist. Thank you!
  
  

• Initial Complaint

  Date:09/20/2023

  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 received a replacement for my first tablet January 2023. The first tablet arrived used instead of new as they said it was and damaged so this tablet I have now is a replacement for that one. This tablet has the same warranty as the first one and is still under warranty. I have made multiple calls in attempt to contact this company in the last 2 months to get a replacement. I finally talked to someone and he was advising me that I would have to pay a replacement fee for a new tablet but I informed him that my tablet was still under warranty and would not be paying a replacement charge and then he hung up the phone in my ear. Very rude. I do believe that they should have to replace my tablet #1 because it's still under warranty and #2 it was damaged when received. The port has never held the charger properly, but instead very loosely. The port was damaged when received and I have had multiple problems trying to keep it charged and now it will not charge at all! I even bought a new charger and it still wouldn't charge. Also the original charger broke within 4 months.This company obviously uses poor workmanship in its products and they are also rude when you call them and provide poor customer service. This is a government tablet and Excess Telecom gets paid monthly for the service on it regardless if I'm able to use it or not and I haven't been able to use it for 2 months but they are still getting paid for the service. The government should actually take the contract away from this company because they cheat the government out of money and also provide poor customer service to the clients. I would like my tablet replaced per the 1 year warranty that is still in place. Thank you.

  Business Response

  Date: 09/28/2023

  Hi ***, 

  Thank you for reaching out regarding your request for a replacement tablet. We appreciate the feedback you have shared and have forwarded this to the appropriate team to address. We have reached out to our warehouse team to have a replacement tablet sent to you. Please allow us ***** business hours to gather tracking information. Once we have that information, we will send you an email from ***************************************** In the meantime, if you have any additional questions or concerns, please reach out to us at ***************************************** We look forward to connecting with you soon. Thank you!
  
  

• Initial Complaint

  Date:09/20/2023

  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 recently applied for a government tablet through them and it's been well over 2 weeks I called the number that it gave me to call and they say they see my account and where I already paid after I had to answer several questions, they gave me a customer service number I called and they say they can't find anything for me where I applied even though I have a text where I made my payment of $11 and was suppose to receive a tablet they tried to get me to give them my bank info account number said they can find it that way after I already gave them all my other information. I think I got scammed cause I have not received my tablet and also they are saying they can't find my account now even though the other number said they could. I even have a order ID that the other number gave me and they said they still can't find it through that order ID number. The order ID they gave me is AXC16651204. It's funny how they are trying to ask me for my checking info again and saying they can't find my account through anything else I give them. All I want is what I paid for.

  Business Response

  Date: 09/29/2023

  Hi *******,

  Thank you for reaching out regarding your tablet order. We are eager to assist you with getting your tablet to use. We just need some additional information to assist. At your earliest convenience, please send us an email at **************************************** with the best day and time to connect with you. Also, if you have any additional questions or concerns you may send them to that email as well. We look forward to speaking with you soon. Thank you!
  
  

• Initial Complaint

  Date:09/20/2023

  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.

  This company has some how stolen my ACP credit and information. I have been receiving the credit for over a year with the same company. No changes or authorization has been made by me and this company was able to start receiving my credit for August and September. I did not sign up for services nor have I heard of this company until ACP gave me their information. I want the $60 owed to me as they had no right to take my credit.

  Business Response

  Date: 09/29/2023

  Hi *******,

  Thank you so much for making us aware. We are so sorry for this and are eager to assist you. Unfortunately, with the information provided we are unable to locate an account. Please send us an email at **************************************** so were able to schedule a time for us to  connect by phone. We want to ensure we have all the information needed in order to further assist. If you have any additional questions or concerns, please send them to ****************************************. We look forward to connecting with you soon. Thank you!

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20632993
  
  I am rejecting this response because: Ofcourse you can't find an account because I NEVER signed up for services with you, which is why your company stole my ACP credit.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/05/2023

  Hi *******, 

  We are eager to assist you, but we can't locate anything in our system to provide a refund. Please provide us with documentation so our team is able to further assist. Your documentation may be sent to ***************************************** Thank you! 

• Initial Complaint

  Date:09/20/2023

  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.

  Didn't ask for a tablet never signed for one...i received a letter saying that my internet access doesn't have ACP discount because of this company ..

  Business Response

  Date: 09/27/2023

  Hi ******, 

  Thank you for making us aware regarding the Excess Telecom account. We can confirm that the account has been canceled effective 9/25/2023. Please note that we have forwarded your information to the appropriate team to ensure that another account is not created. If you do receive a tablet from us, it will not need to be returned. If you have any additional questions or concerns, please reach out to us at excesstelecom.com. Thank you!
  
  

• Initial Complaint

  Date:09/20/2023

  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.

  On Sept 5th I was mistakenly switched to Excess I notified them and they said they de-enrolled me and since the tablet was already in transit with ***** that I could just keep it that I didn't need to return it they said I could even use it and it wouldn't be associated with Excess telecon in anyway I just wanted to make sure they actually de-enrolled me and I'm not going to end up getting billed for the tablet I talked to ACP support agent and they said that Excess is not always trustworthy on what they tell you is all of this liget thank you

  Business Response

  Date: 09/26/2023

  Hi *****, 

  Thank you for reaching out regarding the status of your account. We can confirm that your account has been canceled effective 9/18/2023. We will not need you to return the device. If you have any additional questions or concerns, please reach out to us at ***************************************** Thank you!