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Business Profile

Telecommunications

Excess Telecom

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

This profile includes complaints for Excess Telecom's headquarters and its corporate-owned locations. To view all corporate locations, see

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Excess Telecom has 2 locations, listed below.

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    Customer Complaints Summary

    • 565 total complaints in the last 3 years.
    • 43 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      One of this companies field people got a hold of my personal information including my Social Security Number and used it to obtain their phone service which caused me to lose my lifeline benefits through ********!

      Business Response

      Date: 10/03/2024

      Dear Better Business Bureau,

      Our records indicate that the subscriber completed an in-person application for the Lifeline Program with Excess Telecom powered by IM Telecom on 9/16/2024. As requested, we have closed the account, and we have blocked the subscriber's information from being used on any future enrollments with Excess Telecom.

      If the subscriber believes they were a victim of identity theft, please visit ****************************** to submit a report. 

      Excess Telecom

      Customer Answer

      Date: 10/03/2024

       
      Complaint: 22307172

      I am rejecting this response because:I never signed up in person for this service and was told by one of your representatives that one of your field people used my personal information to sign up for the service!

      Sincerely,

      ******* *******

      Business Response

      Date: 10/16/2024

      This account is not active with Excess Telecom.

      If the subscriber believes they were a victim of identity theft, please visit ****************************** to submit a report. 

      Excess Telecom

      Customer Answer

      Date: 10/16/2024

       
      Complaint: 22307172

      I am rejecting this response because:I was clearly told by one of representatives that one of your own field people used all my personal information to obtain service which caused the phone service I was receiving from SafeLink get cancelled! I then had your service that I never signed up for get cancelled immediately! Due to this, I was without phone service for weeks and am involved in a data breech!

      Sincerely,

      ******* *******

      Business Response

      Date: 11/12/2024


      Thank you for reaching out to us regarding this matter.  After checking our records, we have confirmed that this account is no longer active with Excess Telecom.
      If you believe you may have been a victim of identity theft, we recommend visiting the ************************* website at ****************************** to submit an identity theft report and follow recommended steps to protect your information.
      Please know that we are here to help. If you need any additional documentation or have further questions, dont hesitate to contact us directly at ********************************************************


      Sincerely,
      Excess Telecom

    • Initial Complaint

      Date:09/17/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Access Telecom notified me on my phone at one point advertising that the government program was being discontinued and that I would have to pay $16.00 minimum in order to keep my service, when in reality the program was being upgraded not discontinued, I found out by calling ******** customer service and they continued to enlightened me that I didn't need to pay anything, I'm still enrolled in the government program and my **************** is completely free still. Access telecom continued to charge me $16.00 for 3-4 months in a row and for the final month they tried to charge me $29.00 before I called customer service and it was explained to me that there is no need for me to continue paying Access Telecom for a service, and it is a scam. I would like a full refund for false advertisement and to discontinue paying them any money at all. Please contact me through the better business bureau to pay what is owed to me.

      Business Response

      Date: 09/27/2024

      Dear Better Business Bureau, 

      Thank you for making us aware.

       We have refunded the payment and contacted the customer via email.

      ******************** Support Team

      Customer Answer

      Date: 09/27/2024

       
      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:09/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 offered a phone and service and never received it. It has been active and used. Appears my information was used to receive a free phone and service but someone else has been using it! I would like the phone I was promised regardless.

      Business Response

      Date: 09/23/2024

      Dear Better Business Bureau,

      We apologize for the inconvenience experienced regarding the device and service. After reviewing the account, it shows service was applied for on on 6/24, and the account was deactivated following a transfer out on 9/06. While the device appears to have been active and used, the report of not receiving it came in on 9/01.

      We are currently investigating the situation and will reach via email to resolve.

      Excess Telecom

    • Initial Complaint

      Date:09/10/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Responded to add on ******** advertising free 5g phone with service for transferring my lifeline. No phone was sent instead a sim card only was sent that I can not use without a phone successfully terminating my service leaving me without anything . When contacted excess representative refused to honor add and instead tried to charge me for a device which was advertised as being free.

      Business Response

      Date: 09/18/2024

      Dear Mr. **************** you for contacting us. After reviewing your account, it appears you were approved for a SIM-only service under your Lifeline transfer. Unfortunately, the phone promotion does not apply to your account, which is why a SIM card was sent.
      Your service remains active, and if you need a device, wed be happy to assist, though the phone would not be free with your current plan.
      Please let us know if you have any further questions.

      Excess Telecom Support Team

    • Initial Complaint

      Date:09/03/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 my phone bill yesterday and my phone is still inactive and I need help with the problem and nobody has helped me yet

      Business Response

      Date: 09/18/2024

      Dear Better Business Bureau,

      We have refunded the subscriber their payment for the inconvenience and their service is restored. If the subscriber has any further questions we would be happy to assist.

      Excess Telecom Support Team

    • Initial Complaint

      Date:08/27/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 been getting texts from this company saying that I havent used my lifeline service for X amount of days and need to connect my device to the internet using data. I dont currently or have ever had an account with this company. They need to remove my phone number from whoever got a fraud account with my phone number.

      Business Response

      Date: 09/03/2024

      Dear Better Business Bureau, 

      Thank you for making us aware of this. We have removed this contact number from our system which will stop all further contact. Feel free to reach out via our support team for any further inquiries!

      Excess Telecom

    • Initial Complaint

      Date:08/26/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Today 08/26/2024 I received a SIM kit in the mail from EXCESS TELECOM 2 that I DID NOT ORDER... MY name... MY address ... Different phone number... i called them immediately and the representative tried to get me to give my information to him... told me that it was under a different name ... said he couldn't give me any more info since I refused to give him any of my info and because it wasn't my account that I didn't have an account with them... I told him I already have a lifeline service, didn't need another because that would s**** it up... he told me to ' hang on the card because I could use it if anything happened to the one I already have, throw it away or do whatever I wanted to do'... he was very rude on the phone.... I do not want any further contact with this company because I feel it's a scam. Thank you

      Business Response

      Date: 08/28/2024

      Dear Better Business Bureau, 
      Thank you for your patience while we investigated this. 
      Upon reviewing our records, we found that the account was approved on 08-03-2024 and became inactive on 08-21-2024 due to a transfer out. We have confirmed that there are no other active accounts associated with your information in our system. You should not receive any further contact from Excess Telecom. 

      Excess Telecom

    • Initial Complaint

      Date:08/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 *** ended on 6/1/2024. On 6/6 I chose a p***aid plan. In July, my phone was totally shut off by Excess. They said I hadn't chosen a plan, but they had been paid to 8/5/224 automatically. On 8/17, they cut off the telephone part of service saying it had expired, even though payment was made on 8/5/24 through 9/5/24. They insist I have to choose a plan quickly or I will lose all functions, and they will not be able to be restored. I emailed, I chatted, and attempted to call on phone. First time, I was on hold nearly 2 hours before I hung up. This morning, I got right at opening; the *** was asking about my alternate phone number when he cut me off, and I have heard nothing since.My desktop does not work well so I need access to the internet through the telephone.

      Business Response

      Date: 08/28/2024

      Dear Better Business Bureau,

      Thank you for making us aware. We had a system issue that caused the customer to lose service. We have reached out to the customer and the service should be restored. If they have any questions, we have sent an email to help further resolve any issues. 

      Excess Telecom

    • Initial Complaint

      Date:08/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      August ******* I was offered a free phone and I never received a phone and I found out that I have active service . I believe that the sales person used my information and opened an account.

      Business Response

      Date: 08/22/2024

      Dear Better Business Bureau, 


      Thank you for making us aware. After reviewing the account, we found an account that was active earlier this year in April and was disconnected on August 18, 2024. We do not have any newly active accounts under this information. 
      If you need further assistance or believe theres still an issue our team can reach out via email to discuss further.

      Excess Telecom

    • Initial Complaint

      Date:08/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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: MSG text warning about not using the service that I have never requested nor used. Please have my telephone number removed from Excess Telecom data base.Thanks for assistance

      Business Response

      Date: 08/22/2024

      Dear Better Business Bureau,

      We have removed this phone number from our system. There should be no further contact.

      Excess Telecom

    Excess Telecom is NOT a BBB Accredited Business.

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