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:09/20/2023

  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.

  It has been about 3 months now. And I still do not have my tablet from this ACP program. I was originally told that the tablet was returned because ***** deemed my address as non-existent which that is a lie. And once this ACP company runned program had proof that the tablet was returned. Then they would initiate me getting my item. The warehouse received my tablet and I have got nothing back but broken promises. They keep telling me that the warehouse is backed up with orders and every time I call an representative always says we escalated your problem. And that's it nothing else. So I'm wondering why it's taking them so long to get my tablet yet they didn't mind taking the one-time payment and it didn't take them that long to receive the tablet back that ***** return to them since supposedly my address was non-existent. All I want is my tablet. There's a long call history between me and several Representatives as well as several different TKT numbers they give you. They give the same automated answers that they have to too other callers. They've already messed up because a representative misquoted what I said and canceled my ACP sign up I had with them so that's a problem within its own self I had to correct. Then I was told for the mistake made on their behalf my tablet would be expedited to me free of charge. **** here we are free of charge with problems and excuses.

  Business Response

  Date: 09/26/2023

  Hi *******, 

  Thank you for reaching out regarding your device. We are very sorry for the delay with receiving your device. Initially, when you made the request in August 2023 our warehouse team was unable to send a device as your account was inactive. We have been unsuccessful in getting in contact to help resolve this. We are happy to have a device sent out to you, but we will need to assist you with the reactivation. At your earliest convenience, please email us at **************************************** with the best day and time to connect by phone. If you have any additional questions or concerns, you may send them that email as well. We look forward to connecting with you soon. Thank you!
  
  
  
  

• Initial Complaint

  Date:09/19/2023

  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 signed up August 2023 for the *** program and was qualified. I want to use the credit on my ****** net account with whom I have Internet with. September 2023 I was sent a tablet that does not work. Not sure why I even got it as I have not requested one. When I go to the site it tells me my information is not recognized. Just got hung up on by the excess company. I feel like this is a scam. I want my account closed ASAP!

  Business Response

  Date: 09/26/2023

  Hello ********, 

  Thank you for giving us an opportunity to connect regarding the Excess Telecom account. We can confirm that the account was canceled effective 9/22/2023. If you do receive a tablet, you do not need to have it returned to us. If you have any additional concerns or want to learn more about Excess Telecom, please reach out to us at ***************************************** Thank you!
  
  

• Initial Complaint

  Date:09/19/2023

  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 was supposed to get a tablet free. They are charging me $11 to ship it to me. I shouldn't have to pay to get the tablet.

  Business Response

  Date: 09/26/2023

  Hi *****, 

  Thank you for reaching out regarding your Excess Telecom account. We would like an opportunity to connect with you regarding your concern with the price of the tablet. Please email us at **************************************** with the best day and time to reach you. We look forward to assisting you with getting your service. Thank you!

• Initial Complaint

  Date:09/19/2023

  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 was calling around to different companies just to see how I could get the free tablet I didn't sign up I got no account number I got no password I got no nothing from them I am not happy!!!!!

  Business Response

  Date: 09/26/2023

  Hi *****, 

  Thank you for reaching out regarding your device. Upon reviewing your account, we can confirm that your tablet was delivered on Monday, 9/25/2023. If you have any questions or concerns regarding your account, please reach out to us at ***************************************** We are happy to assist. Thank you! 

• Initial Complaint

  Date:09/19/2023

  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 company has taken my money and advised me that my application can not be processed because I have an application out with another company which I do not. They told me I need to send proof of payment even though it shows paid in their records and when they pull up my account they refuse to resolve the issue.

  Business Response

  Date: 09/26/2023

  Hi ********, 

  Thank you for reaching out regarding your device. Upon review of your account, we see that your tablet was delivered on 9/19/2023. We are happy to assist you with activating your services. Please reach out to us at **************************************** with the best day and time to reach you. Also, if you have any additional questions or concerns regarding your account, please let us know. We look forward to connecting with you soon. Thank you! 

• Initial Complaint

  Date:09/18/2023

  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 keep getting this message but I never ordered nor have I interacted with anyone with this company. I believe that this is fraudulent.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 **************

  Business Response

  Date: 09/25/2023

  Hi *****, 

  Thank you for making us aware of the text message you received on your cell phone. We can confirm that no accounts are opened on your behalf. We have provided your contact information to the appropriate team to ensure no further contacts are made. If you have any additional questions or concerns, please reach out to us at ***************************************** We are happy to assist. Thank you!
  
  

• Initial Complaint

  Date:09/18/2023

  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 found these people on ******** stating if you have ******** or food stamps I would qualify for a free tablet for about a year now and now I'm having issues with unlocking the tablet because my pin number stopped working so I contacted customer service within the past week and every attempt phone call gets disconnected and now I am getting disconnected from customer service before they send me to a tech support which was hanging up on me as well I would like my services to be stopped if they are not going to help me or replace the tablet

  Business Response

  Date: 09/25/2023

  Hi ******, 

  Thank you for reaching out regarding your tablet. We can confirm a replacement device will be shipped out to you within ***** hours. Today, we will send the tracking information to your email. If you have any additional questions or concerns, please reach out to us at ***************************************** Thank you!
  
  

• Initial Complaint

  Date:09/18/2023

  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 was approved for a tablet by this company around 2 to 3 weeks ago and still haven't received my shipping Info. Even tried to call the customer service hot line and kept getting a busy signal snd tried to use the live chat and the website wouldn't do anything. I have never seen a website setup to absolutely nothing. I can imagine how the service would be. Was also charged ***** one time fee.

  Business Response

  Date: 09/22/2023

  Hi *****, 

  Thank you for reaching out regarding your device. We apologize for the delay. We can confirm that your tablet has been shipped. An email from **************************************** will provide you with the tracking information. If you have any additional questions or concerns, please reach out to us at ****************************************. Thank you!
  
  

• Initial Complaint

  Date:09/18/2023

  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 want no service from excess and I never asked for any. I want all contact to me stopped.

  Business Response

  Date: 09/25/2023

  Hi ********, 

  Thank you for making us aware of your concern. We can confirm that we have forwarded your information to the appropriate team to ensure an account cannot be created.. We have also added your phone number to our do not contact list. If you have any further questions or concerns, you may reach out to us at ***************************************** Thank you!
  
  

  Customer Answer

  Date: 10/03/2023

   
  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:09/18/2023

  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.

  The tablet this company sent Has not worked correctly since I got it. It overheats is been nothing but problems and customer services hung up on me multiple times this is the worst company I've ever had to deal with.

  Business Response

  Date: 09/25/2023

  Hi ******, 

  Thank you for reaching out regarding your replacement device. We can confirm that our team has provided you with a return shipping label on Friday, 9/22. Once the warehouse has received your device, your replacement tablet will be shipped out. If you have any questions or concerns regarding your replacement device, please reach out to us directly at ***************************************** We are here to help with whatever you may need. Thank you!