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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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    Customer Complaints Summary

    • 567 total complaints in the last 3 years.
    • 74 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/20/2023

      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 don't recall the date as I don't know where they got my information however, this started around June of 2023. I kept getting numerous and I mean numerous some twice in a day. They had called to ask if I want to keep my internet on my Tablet???? I informed them I don't have a tablet and don't know what they are talking about first they apologized and hung up. Second time again same question and the same answer.. I never nor have recieved a TABLET from this company. I don't know how they got my information. Another daily called I told the lady what Tablet are you saying I am suppose to have because I don't have it and she said she would get a hold of the warehouse and esculate the process. I was like what process. I never asked for one. So again the next day another check up call on receiving my internet service on my Tablet. Again as before I told them then at one point a gentleman called me wanting my Name, Address, City and State and my birthdate along with my SS number. There I was very reluctant and told them if for some error I had applied that they should have that information from my ACP and not have to ask all of that maybe my last for of social. He said they didn't work that way and I told him it sounded ****** and a scam. I compelled to not to give him all that information so I called ACP as I do have a phone service and do qualify for another additional help like internet. Well ACP told me this was in June and that I would be having to pay my internet now as my basicially *** had been reached. I explained to them the nuaciense of all I have been going through and didn't know where to go or what to do, Then I got a message email that I haven't used my tablet in 15 days if I still wanted my internet service. It had not been used because I never got one so I don't know where they sent it and someone could be using my ACP benefits I don't know. But they don't take I don't have one or I don't know of your service and they don't explain!

      Business Response

      Date: 07/27/2023

      Hi ******, it looks like our customer service team contacted you last week and resolved your account issue. If there's anything else we can help you with, please give us a call at ************. - Excess Telecom

    • Initial Complaint

      Date:07/17/2023

      Type:Customer Service 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.
       
      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,

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

      Business Response

      Date: 07/27/2023

      Hi *****, thanks for reaching out through the Better Business Bureau and sorry to hear about your experience. We had some high call volumes recently, so you may have not been able to connect with our representatives on the phone. But if you call again at ************, I'm sure one of our representatives can help you. - Excess Telecom

    • Initial Complaint

      Date:07/17/2023

      Type:Billing 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.
      Fraudulent company customer service doesnt answer and no way to cancel service online. Tablet/internet does not work yet I am still being charged.

      Business Response

      Date: 07/17/2023

      Hi ****, thanks for reaching out through the Better Business Bureau and sorry to hear about your experience. We had some high call volumes recently, so you may have not been able to connect with our representatives on the phone. Please give us a call at ************ and we can help you. - Excess Telecom

    • Initial Complaint

      Date:07/14/2023

      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.
      Received tHe tablet two weeks ago...does not work...I have tried calling several times in the period and am always on hold for over an hour and never get anyone...I would like the tablet replaced

      Business Response

      Date: 07/17/2023

      Hi ****, thanks for reaching out through the Better Business Bureau and sorry to hear about your tablet. We had some high call volumes recently, so you may have not been able to talk to a representative about your tablet issue. If you can call us back at ************, one of our representatives can help you. - Excess Telecom

    • Initial Complaint

      Date:07/14/2023

      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.
      June 21 2023 I applied at this company for a free cell phone or tablet I filled out the application and had to leave for an appointment the woman said if I get approved she will give the phone to ***** she works in the apt complex where I live I contacted her the next day she said I wasn't approved. July 12 ******************************************************************************* that I had service through Excess Telecom I called them after waiting 30 minutes I got hung up on called back she said sales office will call me within two hours no call called today July 13 2023 got hung up on twice with no resolution some one has a free tablet under my name and my information

      Business Response

      Date: 07/17/2023

      Hi *****, thanks for reaching out through the Better Business Bureau and sorry to hear about your experience. We had some high call volumes recently, so you may have not been able to connect with our representatives on the phone. Please give us a call at ************ and we can help you. - Excess Telecom

    • Initial Complaint

      Date:07/13/2023

      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.

       
      Complaint: 20314128

      I am rejecting this response because: This response does not address my concerns. They processed an order using my name, address, and social security number without my submitting said order. I intentionally did not submit the order because once i reviewed their terms I did not wan the service.They also changed my internet service provider using my Affordable Connectivity discount, which uses my social security number, without my authorization. This is illegal and fraudulent. I am now ineligible to receive my discount for this month (July) because it was effectively stolen by this company. Based on social media reviews this is common with this company, a fact which was confirmed when I contacted the **** I should not have to contact anyone to close an account I did not open and was told by their chat agent they would be contacting me to resolve this issues. I will not waste any more of my time on hold waiting for them to tell me they cant cancel a service I never asked for. 

       

      Sincerely,

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

      Business Response

      Date: 07/17/2023

      Hi ********, thanks for reaching out through the Better Business Bureau and sorry to hear about your experience. We had some high call volumes recently, so you may have not been able to talk to a representative about your tablet not working. If you can call us back at ************, one of our representatives can help you cancel the account. - ******************** 

      Business Response

      Date: 10/06/2023

      Hi ********, 

      Thank you for providing this additional information. We can confirm that your account has been canceled effective 7/11/2023. We have provided all your information with the appropriate team to ensure that another account is not opened in the future. If you have any additional questions or concerns, please reach out to us at ***************************************** Thank you! 

      Customer Answer

      Date: 10/06/2023

       
      Complaint: 20314128

      I am rejecting this response because: I want an admission that you opened an account without my authorization and I want a $30 refund for the credit my internet provider denied me because of the account you opened that used that credit. I also want documentation that you have an internal policy in place that cautions your employees from opening accounts without authorization. You are using people's names and social security numbers and defrauding the state by collecting money that rightfully belongs to the businesses we agree to establish service with. An I'm sorry isn't going to cut it with me. This is fraud. 


      Sincerely,

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

      Business Response

      Date: 10/16/2023

      Hi ********, 

      Thank you for reaching out. Can you please provide us with documentation that shows an account was opened with Excess Telecom? As we stated in our last message we were unable to locate anything within our system. We are happy to assist with a credit, but we need to have further documentation. Please provide this documentation to ***************************************** If you have any further questions or concerns, please reach out to us at ***************************************** Thank you!  

      Customer Answer

      Date: 10/16/2023

       
      Complaint: 20314128

      I am rejecting this response because:

      You sent me a tablet! I still have it! Why would you send me a tablet if you didnt open an account in my name? Theres no documentation and you know that because you are the ones who switched my **************** and the entire point of this is that I NEVER COMPLETED THE APPLICATION! So why would there be documentation? If you cant find an account that was ever opened for me, then why does your previous response state that you closed my account on 7/11/2023, that you were confirming it was closed and that the appropriate team had my information so another account wouldnt be opened with my information? Youre scam artists! I want an apology, in writing, and $30 for my lost credit. Im going to social media next. 

       



      Sincerely,

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

    • Initial Complaint

      Date:07/11/2023

      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.
      It seems like Excess Telecom, *** is a FRAUD... their support number always says the hold time is 5 minutes but no one actually answers the phone until after 2 long hours. After someone does answer, they claim that the network is unstable and hang up on you within a couple of minutes every time!!! I got hung up on twice today, July 10, 2023 while talking to ***** first and then ******* and they never called me back. Is this their ****************** really?? So how do I really connect with someone at Excess Telecom, *** to get my issues resolved?? Please help BBB!!!

      Business Response

      Date: 07/17/2023

      Hi *****, thanks for reaching out through the Better Business Bureau and sorry to hear about your experience. We had some high call volumes recently, so you may have not been able to connect with our representatives on the phone. In the meantime, we looked up the phone number, ZIP code and email you included in this complaint, but did not find any matches in our system. Please let us know if you used a different phone number, address or email when you registered. Or perhaps you have an account number we could look up? If you call us at ************, one of our representatives can help you. - Excess Telecom

    • Initial Complaint

      Date:07/10/2023

      Type:Billing 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.
       
      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,

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

      Business Response

      Date: 07/17/2023

      Hi *****, thanks for reaching out through the Better Business Bureau and sorry to hear about your experience. We had some high call volumes recently, so you may have not been able to connect with our representatives on the phone. We can confirm that you transferred out the service to another provider on July 11 and have been de-enrolled with us. If you have any questions, please give us a call at ************. - Excess Telecom

    • Initial Complaint

      Date:07/07/2023

      Type:Delivery 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.

       
      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,

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

       

      -After Attempting to reach out to them weekly for 3 months straight they also finally de-enrolled me at that time. Thank you ! 

      Business Response

      Date: 07/17/2023

      Hi ******, thanks for reaching out through the Better Business Bureau and sorry to hear about your experience. We had some high call volumes recently, so you may have not been able to connect with our representatives on the phone. We can confirm that you transferred the service to another provider on July 8 and have been de-enrolled with us. If you have any questions, please give us a call at ************. - Excess Telecom

    Excess Telecom is NOT a BBB Accredited Business.

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