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:09/18/2023

  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 never received my tablet. I have been getting text messages that they are going to cancel my service because of no usage. The problem is I never received it and I paid the one time fee

  Business Response

  Date: 09/22/2023

  Hi ******, 

  Thank you for making us aware regarding your device. We can confirm that your device has been shipped. An email from **************************************** will provide you with your tracking information. 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! 

   

• 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.

  Im trying to get discount internet through the federal ACP program. I got approved for ACP benefits on 8/30/23. Now ACP Support (USAC) says I cant use ACP with any provider because I had an *earlier* ACP application that was approved 7/30, and they claim this company "Excess Telecom" is my current internet provider (not true)I NEVER heard of Excess Telecom, nor did I knowingly ask or allow them to use my personal info to claim an ACP discount.My brother called USAC and they said to call Excess Telecom to "de-enroll" my ACP benefit. He called Excess on 9/9/23, spoke to agent "***". Agent said I applied to Excess online 7/31/23 to get a "free tablet"; that this "tablet" was shipped to my address; and I used it online "yesterday" (so, 9/8/23).I NEVER ordered nor received this tablet. I dont know why Excess has my info but they didnt let my brother de-enroll my ACP even though I gave him written permission. They refused to give any additional information and tried to get the last 4 of my social security and DOB.My brother reported this to USAC (ACP support). They told him to contact the *** to report fraud. Then on 9/13 I got *another* email from USAC saying I should submit documentation for a THIRD application ID for ACP, but I DID NOT apply a third time. My brother think Excess applied for me, isnt that identity theft??Excess Telecom must cancel ALL current/future accounts under my name; RELEASE all my ACP benefits it has; NEVER use my name or info (or any variations) to apply for ACP benefits; put me on a NO CONTACT list; and PURGE my personal info from its records. I do not want to hear from them. We will go to *** if no cooperation here.(attn BBB: email is best, pls do not call)

  Business Response

  Date: 09/25/2023

  Hi Tikva, 

  Thank you for reaching out regarding the Excess Telecom account. We can confirm that the account has been canceled effective 9/19/2023. You may use your ACP benefits with the service provider you choose. In regards to your information, we have forwarded it to the appropriate team to ensure all your information is removed and no account can be created in the future.  In addition, your contact information has been added to our do not contact list. If you receive any texts or calls, please reach out to us at **************************************** to report. Also, if you have any additional feedback or concerns you would like to share with our team, please send them to ****************************************. We appreciate your patience and are happy to assist you with anything else you may need. 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 have unsuccessfully tried to resolve getting my tablet (that I paid for and I have proof?) From both sides of excess Telecom. I have done everything they asked and spent 48 hours of my time trying to get my tablet. I want my money back, restitution and an apology from the company

  Business Response

  Date: 09/26/2023

  Hi ******, 

  Thank you for making us aware regarding your concern. We are very sorry for the difficulty you have had during this process. Due to your application being rejected, we would like to assist you with a refund for your device. We will be giving you a call today, to gather some information for the refund. If you prefer to have us call you at a specific day or time, just send us an email at ***************************************** We look forward to connecting with you soon. Thank you!
  
  

• Initial Complaint

  Date:09/18/2023

  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.

  On September 14, at 5:30 I received two emails from a company I've never reached out to nor recognized. Having reviewed their services, I realized I wouldn't even qualify for the service they offer nor did I want it. I called the company requesting they leave me alone, and after a 40m phone call where they insisted they did not have the account in question nor my email, but did attempt to get my birthday and social security number, they told me to contact the *** when, the issue was with their company creating an account for me, not the *** agency. Two hours after that phone call I received an email from the agency welcoming me to their service, a service again I never applied for and they denied a request form me existing when I called them.To summarize: At this point I'm not sure if they are falsifying my application to illegally collect from the government *** program or lying to me about not seeing an account I never applied for, or both. My next course is to reach out to the *** and inform them that this agency is illegally claiming a credit on my behalf since attempts to reach the agency directly has yielded no correction. but I would vastly prefer simply not being engaged with this agency in any way, to stop receiving emails, and to be assured they aren't illegally representing to the government that they are providing mea service and collecting compensation.

  Business Response

  Date: 09/25/2023

  Hi ******,

  Thank you for giving us an opportunity to connect. As discussed during our call, we confirmed that no account was created with your information, but an application attempt was found. Additionally, we provided you with information to submit an identity theft complaint. Your information has been forwarded to the appropriate team to ensure no accounts are opened in the future. If you have any additional feedback or concerns, please reach out to us at ***************************************** We are happy to assist in any way we can. Thank you! 
  
  

  Customer Answer

  Date: 09/25/2023

   
  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:09/14/2023

  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 put a deposit on a tablet 7 days ago and talked to them myself but they refuse to refund my money. I want a REFUND

  Business Response

  Date: 09/22/2023

  Hi ******, 

  Thank you for reaching out regarding your refund request. We have reached out to **************** to assist with getting you a refund for that device. Please allow us ***** business hours to provide an update. 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:09/14/2023

  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.

  Excess Telecom will not answer any of my calls or provide me with a live agent in order to process my cancellation request so I can utilize my ACP BENEFITS with my service provider (Spectrum) Excess Telecom fraudulently obtained my ACP BENEFITS without my knowledge or approval.

  Business Response

  Date: 09/21/2023

  Hello *****, 

  Thank you for reaching out regarding the Excess Telecom account. We can confirm that the account has been canceled effective 9/20/2023. We have also provided your information to the appropriate team to ensure another account is not opened on your behalf. If you have any further questions or interested in learning more about Excess Telecom in the future, please reach out to ***************************************** Thank you! 

• Initial Complaint

  Date:09/12/2023

  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.

  The tablet does not work. It will not charge. Tried calling but was on hold for 25 minutes. I gave up and hung up. Need a shipping label to return

  Business Response

  Date: 09/19/2023

  Hi *******, 

  Thank you for giving us an opportunity to connect regarding your device. We can confirm that we have received your damaged device on 9/18/2023. Please allow us ***** business hours to generate tracking information for your replacement device. Once we have that information, an email will be sent from ***************************************** If you have any additional questions or concerns, please do reach out to us at ***************************************** Thank you! 
  

  
  

• Initial Complaint

  Date:09/12/2023

  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.

  I received tablet from excess telecom in beginning of June 2023. Upon opening the package I noticed that the screen was shattered and it would not even work. I emediately connected excess telecom and was informed that I had to pay to ship it back before they could ship out a replacement. I shipped it out and received on June 30th 2023. I have contacted them numerous times and I keep getting same answer that they will escalate the issue and to give them another week for warehouse to have the replacement tablet shipped out. In the meantime I keep getting texts asking me to confirm that I still want to keep being involved with the government acp program. It is now September 12th and I still as of today have not received any replacement device.i feel I just keep getting the run around and when I ask for a manager or supervisor I keep getting told that they are getting CC on the messages that's being sent to the warehouse.

  Business Response

  Date: 09/19/2023

  Hi Thor, 

  Thank you for reaching out regarding your replacement device. We can confirm that your device has been shipped and the current estimated delivery date is Wednesday, 9/20/2023. We have emailed you the tracking information so you're able to track it as well. If you have any additional questions or concerns, please reach out to us at ***************************************** We are happy to assist. Thank you!
  
  

  Customer Answer

  Date: 09/19/2023

   
  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 have checked my emails and I don't see any tracking info or response to this in my email or on their site
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/11/2023

  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'm not really familiar with the service. However, I sent a device and that device is broken. I've contacted customer support which is extremely unhelpful and they gave me an address to ship back the broken device that they sent me and said that I had to pay for shipping and the address was quite random. It is a very bad process. I want this device replaced and to be treated like a regular customer.

  Business Response

  Date: 09/18/2023

  Hi ****, 

  Thank you for giving us an opportunity to connect regarding your replacement device. We have reviewed the return tracking information and see that the device currently has an estimated delivery date of Thursday, 9/21/2023. We will work with the warehouse team to have your replacement device shipped out. Once we have your new tracking information we will send you that by email. If you have any additional questions or concerns, please reach out to us at ***************************************** Thank you!
  
  

• Initial Complaint

  Date:09/11/2023

  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 started the application for the governments Affordable Connectivity Program online and never completed/submitted it. Because none of the internet services offered were available to me where I live. Shortly after, I started receiving emails from this company. Then I received a tablet in the mail for data service. I called the company to return the tablet since I did not complete the application process. I was told by the operator on a recorded line that they dont take them back and that I had to verify my identity (ssn, address, birthdate, etc) in order to disconnect the service. My concern. I never submitted my information to be approved/disapproved for the program yet this company has it. The operator explained that even though I did not complete the application this company captures your information from the website and processes it. So, this company has all of the information I started on the website and never completed it. They used this information to establish an account on a government program. To me, this is fraud and stealing potential client information. ****** policy needs to change. If I do not submit my application they shouldnt have access to my information to use to establish a service I never asked for. Free or not.

  Business Response

  Date: 09/20/2023

  Hi *****, 

  Thank you for making us aware regarding the Excess Telecom account. We can confirm that the account has been canceled effective 9/20/2023. In regards to the enrollment process, we have provided feedback to our team regarding the application process. We have also confirmed with the team that your information has been removed. In the future, if you are interested in signing up with Excess Telecom or learning more about our service you may email us at ***************************************** If you have any additional concerns or feedback you would like to discuss, you may reach out to us at ***************************************** We appreciate your understanding and are happy to assist in any way we can. Thank you!