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:08/25/2023

  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 want my account canceled. I want to be De Enrolled and this company is playing games. Scam. I called and ive been on hold over 2 hours. I also tried to cancel my account/ de enroll from the online chat rep who says they cant do it on line and i must call in. I am getting the run around. I asked for a supervisor and they said no supervisor is avilable.This company is minuplative and never told me that my ACP benefits would be transferred out of my current internet provider. I want to be de enrolled immediatley and this company to be known as a scam.

  Business Response

  Date: 09/01/2023

  Hi *******, 

  We can confirm that your account has been canceled effective 8/25/2023. If you have any additional concerns or questions about Excess Telecom, please send us an email at ***************************************** If you prefer to speak to us by phone, please provide us the best number to contact you and preferred date/time. Thank you!

• Initial Complaint

  Date:08/23/2023

  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 answered an ad found on ********* It advertised for the acp program offered by govt. for free wifi and free tablet, this was in April of 2023, after receiving my tablet, it would not work. I called company, first person I talked to couldn't resolve issue, had another tech call me back, he also was unable to resolve. He said he would work on it and call me back. I waited 2 weeks and no reply. So I called again, was put on hold then hung up on. I have tried to call numerous times and the same thing put on hold, them hung up on or I am on hold for so long that I give up. Now here it is end of Aug. and still nothing. Meanwhile all this time, they are collecting govt. money for service not rendered. Ireally want this service, but as long as I am registered with this company, I can't sign up any where else, because you are only allowed one account for ACP. I can't get any service not contact them to cancel service.please help.

  Business Response

  Date: 09/01/2023

  Hi ******, 

  We appreciate you giving us an opportunity to work with you regarding your device. A replacement tablet has been requested to be sent out to you. Please allow ***** business hours for a tracking number to be generated. Once we have this information, we will send your tracking information by email from ***************************************** In the meantime, if you have any additional questions or concerns, 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:08/23/2023

  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 authorized Excess Telecom to enroll me in their program. I received an email from my internet provider saying I was unenrolled from the *** program and when I found out why it was because Excess Telecom enrolled me into one of their programs. I never signed anything or agreed to enroll in any program. I called in and was given the run around and hung up on multiple times anytime I said something about de-enrolling me from your system completely. This is fraud and identity theft. I do not nor will I ever enroll in this program. Please take my information out of your system and unenroll me from the excess telecom program. I have internet service. I have already confirmed with *** that Excess Telecom has enrolled me in their program.

  Business Response

  Date: 08/30/2023

  Hi *******, 

  Thank you for allowing us an opportunity to connect regarding your concern. As the confirmation email states, your account was canceled effective 8/28/2023. Please let us know if you have any additional questions or concerns. We are happy to assist in way we can. We can be reached directly at ***************************************** Thank you! 

• Initial Complaint

  Date:08/23/2023

  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 had signed up for the excess telecom acp program and canceled before I even got free note pad. I decided to use acp benefits with spectrum all of a sudden my benefits stopped with spectrum because excess took over and I can't get answers from support through them I never agreed to this.

  Business Response

  Date: 08/30/2023

  Hi *******, 

  Thank you for giving us an opportunity to connect regarding your concern. The account was been canceled effective 8/29/2023. Please note you may contact your desired provider to reactivate your service. If you have any additional questions or concerns, please send us an email at ***************************************** We are happy to assist in any way we can. Thank you! 

• Initial Complaint

  Date:08/22/2023

  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.

  I applied for the tablet June 12th it's has been 3 months and 2 weeks since I have applied and I still HAVE NOT received my tablet. I was told to wait until today and I still haven't received my tablet. They intentionally NEVER sent me my shipping info either, but kept escalating my case and NOT do anything about it. My case has been escalated over 3 times with them. I asked to file a complaint/grievance yesterday and the customer service rep got smart with me and refused to let me file a complaint against them.

  Business Response

  Date: 08/30/2023

  Hi *******, 

  Thank you for making us aware regarding your order. We have reached out to our warehouse team to have a new tablet shipped out to you. Please allow us ***** hours to get the tracking information. Once we have that information, we will send you an email so you are able to track it. In regards to the overall experience we are very interested in learning more and making it right for you. Please send us an email at **************************************** with a day and time we can connect. We look forward to talking with you soon! Thank you! 

• Initial Complaint

  Date:08/21/2023

  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.

  Called over the month of Aug 2023 to Acquire a tablet and sign up for service. There was an 11$ amount to be paid. I paid it 3 different times and they are saying they still have yet to receive the payment and haven't mailed out my tablet. One Rappers on it, I've told me. Yes, the payment has gone through. Then I call next and they say my payment. Still, it has not been processed. And I need to make the $11 payment again. They're information is not correct and it seems anyone I talked to is telling me a different story if this is happening to me. I'm sure it's happening to other people as well.

  Business Response

  Date: 08/29/2023

  Hi ********, 

  Thank you so much for making us aware regarding your order. We can confirm that we have successfully received your payment. The other two attempts you made, no funds were taken. We have worked with the warehouse to have your tablet shipped out. Please keep an eye out for an email today with your tracking information. If you have any additional questions or want to discuss this further, please send us an email at ***************************************** We are happy to assist in anyway we can. Thank you! 

• Initial Complaint

  Date:08/21/2023

  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 got a phone from Excess Telecom not too long ago and I was not happy with their service, so I cancelled my account... I read on their website that I can opt out of their network and request a network unlock code at any time by simply calling the customer service #... I explained to the woman on the phone(who was very hard to understand) over and over that I just wanted to see if the phone was elegible for an unlock code to use on another network since I was REALLY not happy with Excess Telecom's service but I kind of liked the phone... She kept telling me that in order to do that, I had to keep my service with Excess Telecom, which makes no sense whatsoever since remaining with their service was the very thing I was trying to avoid... So I kept telling her that I wanted to cancel my service(which was supposed to already be cancelled when I called them a week ago)... She kept insisting that I keep their service...after awhile of back & forth and not getting anything accomplished, I finally got frustrated and hung up the phone... Awful customer service...

  Business Response

  Date: 08/29/2023

  Hi ********, 

  Thank you for giving us an opportunity to speak regarding your concern. We can confirm that your account was cancelled effective 8/18/2023. Unfortunately, our devices cannot be unlocked to be used with another provider. If you would like to discuss this further or have any more questions, please send us an email at ***************************************** We are happy to assist in anyway we can. Thank you! 

  Customer Answer

  Date: 08/29/2023

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

• Initial Complaint

  Date:08/18/2023

  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.

  They continually call my phone. They call me while I am on my tablet. It took me forever to get the tablet, then when I get it there are fingerprints all over it, and it was already in the case. I didn't complain, it could have trackers in it, but I said nothing about both problems. They call several times a day about this tablet. I have to use my wifi, if I don't there is no connection, it won't work. One person told me, my wifi doesn't matter, but it does with this tablet. It cuts off in the middle of me doing school work or playing games while it is fully charged. I answer the text messages that I am loaded with from them. I tell them EVERYDAY, I mean EVERYDAY, either they call to wake me up asking about the tablet, they call during the day ask about the tablet, and they call at night asking about the tablet. I can see why people are going to other companies. They don't listen when they call you, they hang up in your face, they argue with you, very rude. I have been stressed out behind this tablet, THAT I USE EVERYDAY. THERE HAD BEEN A DAY SINCE I GOT IT THAT I AM NOT ON IT. They sent a message saying I haven't used the tablet in 15 days, that is a lie. The are monitoring and doing it wrong. This tablet gets hot alot. This is unbelievable. The constant calls, hang up in your face AFTER YOU ANSWER AND SAY YOU WERE SLEEP IS WHY YOU HAVEN'T USED THE TABLET. ******RUDE

  Business Response

  Date: 08/24/2023

  Hi Devin, 

  Thank you for allowing us to connect regarding your concern. A replacement has been requested to be sent out to you. Please allow us ***** hours to receive tracking information . Once we have this information, it will be sent to you by email. In the meantime, if you have any other questions or concerns, please email us at **************************************** so we are able to discuss and assist further. Thank you! 

• Initial Complaint

  Date:08/18/2023

  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 August 15, 2023 I received an email from a company named Excess Telecom. I've never seen or heard of this company. The email tells me GOOD NEWS! YOU ARE APPROVED. YOUR ORDER IS NOW IN PROCES. ORDER CONFIRMATION AXC15784210. $11 co-pay is required by the government to COMPLETE YOUR ORDER. i Then it says if for any reason you wish to opt out of this service you can reach out to our agents at ************. So I call them. After speaking to an 'agent' I'm told I signed up for them to provide my internet. I did no such thing. I told him I didn't want them to provide my internet service and to cancel the order they mistakenly thought I made! Trying to make sense of this I realized I had clicked on a ******** ad that offered internet service and a free tablet if you qualify. I entered personal info to determine my eligibility. After doing this I noticed that nowhere on this page was there a mention of the providers name, nothing at all about who they are. At this point I decided this wasn't for me and I backed out from the ad back to ********. Then I also have an email from Spectrum, my current internet provider, saying I was no longer enrolled with them for the Affordability Connectivity Program benefit of $30.00 monthly. So here's what happened. By providing that personal info to determine eligibility they enrolled me with them! I did not ask to be approved, I did not ask to switch to them. I called acp to ask what to do. I'm waiting on their reply for help. In the meantime today I receive an email saying my order is on its way. So I replied back. Asked again for them to correct their mistake, I DO NOT want them as a provider for anything. Bottom line,they intend on highjacking my $30.00 benefit from ACP. not gonna happen, even if I have to contact a lawyer.

  Business Response

  Date: 08/25/2023

  Hi Georgia, 

  We can confirm that your account was cancelled on 8/22/2023. We want to ensure that you are able to use your benefits with your desired provider. Please send us an email at **************************************** with a day and time we can connect with you to address any additional concerns you may have. Thank you! 

  Customer Answer

  Date: 08/30/2023

   
  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:08/18/2023

  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 signed up for an ACP benefit through my internet provider, ******* Xfinity. I received a notice from Xfinity indicating I was de-enrolled due to the credit being transferred to another location. Upon calling ACP's federal line, they indicated my benefit was transferred to Excess Telecom at an address just two days ago of which I have never lived at. I've attempted to contact Excess and ensure my name, information and ACP enrollment were removed from their system and I've been unsuccessful and now being locked out of my ACP benefit.

  Business Response

  Date: 08/25/2023

  Hi ******, 

  We can confirm that your account has been cancelled on 8/17/2023. We have forwarded your information to the appropriate team to ensure your information is removed. If you would like to discuss further, please send us an email at **************************************** with the best day and time to reach you. Thank you!