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:09/06/2023

  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 received a government tablet through Excess Telecom and it didn't work when I got it. I've kept in touch with them weekly. It took over a month to receive a new sim card. It still says NO SIM CARD with the new one installed. I believe that the issue is the s card reader is defective. They are telling me because it's been over a month I have to pay for the repair of the tablet or for a new one. I believe that since it didn't work since I received it, I shouldn't have to pay for repairs or a new one. It was free to me from the government. The whole time I've had it they have been billing the *** for the device and standard plan. I think it's wrong for them to be billing for a service I never received or a device that doesn't work. I would like a new working tablet.

  Business Response

  Date: 09/13/2023

  Hi *****, 

  
  Thank you for giving us an opportunity to connect regarding your device. We have requested a replacement tablet to be sent out to you. We will be sending you an email today with the tracking information. If you have any additional questions or concerns, please reach us at ***************************************** Thank you! 
  
  

• Initial Complaint

  Date:09/06/2023

  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 have filed 1 report this is another dealing with the same company Excess Telecom has stolen my information and uses it without my permission I have cancelled my account 3 times they keep reapplying using my identity. They keep creating accounts under my name

  Business Response

  Date: 04/11/2024

  Dear Better Business Bureau, 

  Thank you for referring this complaint to our office for review. We will make contact with the consumer from ******************************** to provide resolution and next steps on Theft of Identify Claims. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:09/05/2023

  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 paid this company for a product that I never received and when I call them to cancel and get my money back they say the money never went through or is still pending, but it was taken out of my account (not pending).. I've called this company 3-4 times and each time they give me a different excuse and last time tried

  Business Response

  Date: 09/14/2023

  Hi *****,

  Thank you for reaching out regarding your order. We have processed the refund for the payment you submitted on 9/13/2023. Please allow 3-5 business days for the credit to post to your account.If you are still interested in receiving service from Excess Telecom and a tablet, please send us an email at ***************************************** We will work with our warehouse team to have your device shipped out. Any additional questions or concerns may be sent to that email as well. Thank you!
  
  

• Initial Complaint

  Date:09/05/2023

  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 got a tablet from them and in less than a week it quit working. I called them. They sent me another sim card. I told them that the tablet was defective. Anyone knows that a sim card won't fix a defective Tablet. I got the sim card in from them out it in the tablet and just like I told them it didn't fix a defective Tablet. I called them back and they said a technician was gonna call me but they never did. The tablet is defective. I would like another one. I still have the tablet. It is in perfect shape. Not a scratch on it.

  Business Response

  Date: 09/08/2023

  Hi ******, 

  Thank you for making us aware of the issue with your tablet. We have reached out to the warehouse to have a replacement sent out to you. We will be sending you an email today from **************************************** with the tracking number. If you have any additional questions or concerns, please respond directly to that email. Thank you! 

  Customer Answer

  Date: 09/13/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/30/2023

  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.

  I got a tablet on 8/30/23 i did not order. I did fill out some paperwork but never finished as I was afraid it was a scam. I chatted with someone at the company that said to not use the service for 30 days and it would be canceled. they told me to call ************* to have it canceled immediately but I could not get through to anyone. I heard this was a scam and that i can't use my discount with my internet provider for reduced prices because of this. I just want them to cancel and quit sending me texts to use my tablet and service.

  Business Response

  Date: 09/06/2023

  Hi ***, 

  We can confirm that the account has been canceled effective 8/30/2023. If you have any questions or want to learn more about Excess Telecom, please send us an email at ***************************************** We are happy to assist in any way we can. Thank you!
  
  

  Customer Answer

  Date: 09/06/2023

   
  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:08/30/2023

  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.

  Excess to start off sent me a tablet that would not read a sim card. I have spent 4 months of going threw trouble shooting they would put me threw. It happen 2to 5 times a week. Then they said they would send me a new sim card but it would take 5 to 7 weeks. So I waited and waited and called and called they say it's coming. After the 7th week they told me it never got sent. They said they will send it. I said no 8 want to cancel my account with them. So I went to a different provider was accepted and they transferred me back to excess without my permission so 3 weeks lit took for them to cancel me again then I went to another provider and they did it again. So 6 months gone by they were charging the government for my service that I never got. I never had a single day of online service with them.

  Business Response

  Date: 09/06/2023

  Hi ****,

  
  Thank you for giving us an opportunity to connect regarding your device. We have requested that our warehouse send you a replacement tablet. Please allow us ***** hours to get the tracking information. Once we have received the tracking number, this will be sent to your email address on file. In the meantime, if you have any additional questions or concerns, please send us an email at ***************************************** Thank you! 
  
  

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 20540317
  
  I am rejecting this response because:I would like to reopen the complaint against Excess Telecom. They wrote to you saying they sent me a check for refund and they have not. I called them to talk about it and they said they have no idea what I'm talking about. They again kept me on hold 45 minutes then come back to me and said they don't send checks for refunds . So they lied to the BBB in writing. Please contact me when you have a moment.
  

  
  

  Hello this is **** again *******************. Has asked me to call back they were processing me a check. That was a total lie. They told me to wait 7 days n call back well today is 7th day and again they said they are processing me a check . They have out right lied to me again and to the BBB by telling you they resolved the matter when they have done nothing but lies.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/17/2024

  Dear Better Business Bureau, 

  Thank you for forwarding this response. We apologize for the inconvenience caused to ******************. We requested that finance mail a check on March 26th, 2024. I have requested that a check be re-issued and mailed again to the mailing address we have on file. I will also heavily note the account for the call center and chat representatives to see. Our normal contact channels do not issue refunds. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:08/28/2023

  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.

  This company will not stop calling me, multiple times a day, all calls coming from a ***********, ** number, such as the one I got today from **************. They have been calling me since 8/20 to the present time, and when I block the number, they will call from a different *********** ** number, all numbers starting with 518-247-xxxx.

  Business Response

  Date: 09/05/2023

  Hi ******, 
  We can confirm that your phone number ending in **** has been forwarded to the appropriate team for assistance. You should no longer be receiving any calls from us. If there's an additional phone number you would like to have added, please send us an email at ***************************************** We are happy to assist in any way we can. Thank you!
  
  

  Customer Answer

  Date: 09/05/2023

   
  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:08/28/2023

  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.

  Excess Telecommunications fraudulently open a account with my ACP benefits and are collecting Acp benefits against my request or permission. I have attempted to contact them several times only to be left on hold for over a hour. I tried to chat with them and after ************************************ a phone number to call! I have reported them to the *** and I will not stop until they are held accountable for fraud!

  Business Response

  Date: 09/05/2023

  Hi *******, 

  Thank you for giving us an opportunity to connect! We can confirm that your account has been canceled effective 9/1. As we informed you during the call, you will not need to return the tablet. If you have any other questions or concerns, please do reach out to us at ***************************************** Thank you!
  
  

• Initial Complaint

  Date:08/28/2023

  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.

  Signed up for acp free tablet and was approved.. thay sent tablet early July 2023.. tablet got to ******* ** something happen and was returned to excess telecom on 7/6/23and was received by them 7/10/23.. I have called them many times and they said they where sending me another one.. told me this a least 3 times since 7/12/23.. now someone called me on 8/23/23 and asked me how I was enjoying my service and when I told him that I don't have the tablet or service because I have not received tablet he hung up me me.. all I want is my tablet and service nothing esle.. and now because they are claiming I already have a tablet from acp i cannot get tablet from another company because they think I received a tablet from them already.. again all I want the tablet and services I was approved for.. Thank You ***********************

  Business Response

  Date: 09/05/2023

  Hi *******, 

  Thank you for making us aware regarding your account. We have requested a replacement tablet to be shipped out to you. Please allow us ***** hours to receive tracking information. Once we have your tracking information, we will send you an email. In the meantime, if you have any additional questions or concerns, please send us an email at ***************************************** We look forward to talking with you soon. Thank you!
  
  

• Initial Complaint

  Date:08/28/2023

  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 was lied to by excess telecom, they offered a free tablet, what they didnttell you was that are internet would be disconnected, or price raised.i am currently enrolled with ace for a 30 dollar discount on my Xfinity internet.by accepting the tablet I gave back to them, the did not tell me I had a choice.

  Business Response

  Date: 09/05/2023

  Hi ******,

  Thank you for giving us an opportunity to connect. We can confirm your account has been canceled effective 9/5/2023. We appreciate you providing feedback regarding your agent experience. This information has been shared with the appropriate team. If you have any further questions or concerns, please send us an email at ***************************************** We are happy to assist in any way we can. Thank you!