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:08/13/2024

  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.

  Paid the 12$ fee for a cell phone ***************** Never received the device or service. Have contacted company thru website & asked for refund. Each time they take my personal information then tell me to call an 800# which no one answers. Then told me I made order thru different branch of *********** can't help & to call another #, which again no one answers. Definitely a scam to get people's ********************

  Business Response

  Date: 08/22/2024

  Dear Better Business Bureau,

  
  Thank you for your patience while we reviewed this. The account was canceled following a transfer to a different provider, which occurred before a device was assigned.
  Regarding the refund request, it has been processed and completed accordingly. The refund should show in the account shortly. 
  If there are any further questions, please dont hesitate to reach out.
  

  Excess Telecom

• Initial Complaint

  Date:08/12/2024

  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.

  Yes I got this phone 3 weeks ago. I've called Exeltelecom many times about this phone take over a day to charge and when I have to use a altimated when I push the number it keeps coming up with number 6 and to answer a call the numbers on the key pad just going hay wire. Know the application number Q86353-84043 doesn't have info in this account now there saying I need to redo another application. I was told wednesday.night to take the **** card out of this phone and put it in another phone because they can't replace it. Thank you *******************

  Business Response

  Date: 08/21/2024

  Dear Better Business Bureau, 

  Thank you for making us aware. Our team has reached out to the subscriber via email in order to get a resolution. We appreciate the feedback and ability to contact the subscriber directly. 

  Excess Telecom

• Initial Complaint

  Date:08/08/2024

  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.

  In the early afternoon of today 8/8/24 An Excess Telecom agent by the name of **** pulled a weapon on another man who is a small business owner by the name of ************************* . **** is aggressive with not only his customers but his competitors. I have witnessed this man attack a woman before as well and the complaints against him run on deaf ears . He was a contractor with Life wireless and displayed the same threatening behavior. His management has ignored complaints against him so I feel the only reasonable choice is to contact the company he represents. He is dangerous and feels emboldened to the degree of pulling out a gun in public over another contractor sharing the same space. This situation happened at the ************ office at ************************************. There were plenty of witnesses to this . The police were called but **************** refused to press charges.

  Business Response

  Date: 08/20/2024

  Dear Better Business Bureau, 
  

  Thank you for reaching out to us and bringing this serious incident to our attention. We want to assure you that we take these allegations very seriously, and the safety and well-being of our customers, partners, and community are our utmost priority.
  We are deeply concerned about the behavior described involving one of the agents. Please be assured that we have immediately escalated this matter to our management team, and an internal investigation is already underway.
  We have contacted ****** directly to discuss this matter and get further details.

  We are committed to taking all necessary steps to address this situation appropriately and to prevent any such incidents in the future. Thank you for your vigilance and for helping us maintain the integrity and safety of our services.

• Initial Complaint

  Date:08/07/2024

  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 used Excess Telecom when the Affordable Connectivity Program was due to expire at *** internet. I was told by ET I would have 1 year of service for a one time $11 dollar fee. Today they waited until 6pm to shut off my service. My phone states no sim card and a pop up states im out of data and need to contact the network provider. The website login is not allowed to me. A separate login directs me to a page to pay $12 one time fee to renew 2024 but I've only had excess Telecom a few months. I received no warning or directions. In addition to this complaint they mailed a defective phone that was hacked. They replaced the phone. I've had to file FCC several times. They cut data when I leave my home. ****** maps doesn't function and I have to call ET to fix it. I have medical conditions right now. I need my phone active for when I'm not using wifi in case of medical emergency. I have never exceeded my data limit. ET shut off connection at 6pm eastern time when they close. They don't have an urgent contact available. I was misinformed about charges and they keep changing their policies and rates.

  Business Response

  Date: 08/15/2024

  Dear Better Business Bureau,

  Thank you for bringing these concerns to our attention. We understand the importance of reliable service, and we sincerely apologize for the inconvenience.
  Weve reviewed the account and it is currently active. The recent service disruption was due to a depleted data balance, which has since been resolved.
  Additionally, the account was upgraded to Flex Unlimited on August 8th which means there should not be any additional data issues as listed. 

  If there are any further questions we'd be happy to reach out via email.

  Excess Telecom

   

• Initial Complaint

  Date:08/07/2024

  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 an application , I never finished it. I got an email from them saying finish your application. I never went back in to finish it. About a week later I got a message saying your order is on the way. I'm like no way I never finished it. Then I messaged in to the company to see where the phone was. They said it had been delivered on 07/28/2024 but I told them there's no way that it was. I never got anything. My birthday is on 07/28/ I was home all day and no one ever knocked on my door , sent me email, or any notification. .They said contact ***** and make a claim. I tried but ***** said since I am not the sender I cannot make a claim. I messaged back in to excess telecom. I told them I cannot make the claim. The said since it was delivered to the right address they cannot make the claim. I asked why they did fraud and finished the application, they said the phone wouldn't be sent if the application was approved. I told them they are incorrect because they sent the phone without me finishing the app. Got no where. They told me to make the claim online. I tried I messaged back again and sent them a screenshot of them saying I cannot do it they have to.**** just kept telling me the same things. I'm so mad . They did this to my brother also.

  Business Response

  Date: 08/15/2024

  Dear Better Business Bureau,

  
  Thank you for making us aware.
  Weve confirmed that the phone was delivered to the address on file, which was verified via chat. However, we understand the concerns regarding the application process and delivery notification.
  Please note that a cancellation request was submitted on August 9th, and we have since deactivated the account accordingly. 

  We would be happy to reach out via email if the subscriber would like to discuss matters further.

  Excess Telecom

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22104758
  
  I am rejecting this response because:
  This states nothing about them completing this order without my permission. They keep saying a phone wouldn't have been sent out of you didn't complete the application which is c*** they have done it so so many people and it shows right here on the BBB. I Honestly don't care if they say it was delivered I NEVER RECEIVED ANYTHING . *** FED EX SAID THAT THEY HAD TO MAKE THE CLAIM THEY'RE TELLING ME THAT THEY COULDN'T MAKE THE CLAIM THAT ***** HAD TO MAKE THE CLAIM WHICH IS ALL C*** THIS PLACE HAS BEEN SETTING UP ACCOUNTS AND PEOPLE'S NAMES WITHOUT THE PERMISSION AND IT'S BEEN DOING IT FOR A WHILE NOW LEAVING IT TO MY BROTHER IT'S RIDICULOUS AND I'M PISSED
  Sincerely,
  
  *********************

  Business Response

  Date: 08/22/2024

  Dear Better Business Bureau,

  Our records indicate the subscriber completed the application on 07/20/2024 through our self serve portal which is subscriber led. The device was shipped on 07/25/2024 with a Fed Ex tracking number of ************. On 08/03/2024 the subscriber reached out to Excess Telecom support team inquiring about the status of their device delivery. The subscriber was provided their tracking number according to our records. The subscriber then reached out on 08/06/2024 inquiring about their device stating that ***** said that Excess Telecom needed to make the claim on the subscribers behalf. During that same conversation, the customer stated they did not apply for the service. We have cancelled the customer's account per their request on 08/09. 

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22104758
  
  I am rejecting this response because:

  I started the application I never finished it .they are lying just like they do with everyone else. And yes j questioned about the device duh you shipped it out already so would I not be concerned ? There shoujd gave never been an account to open . There over 400 and something complaints on this company doing this and that's fine I'm going above everyone's head. I'm thd wrong person to do this to 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/05/2024

  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.

  Company keeps refusing to port out a phone number to their ser ice. I have done everything.They asked given them all the information they needed, They are still claiming errors and they cannot do the job. I have checked with my original provider several times,. No problems on their end.

  Business Response

  Date: 08/13/2024

  Dear Better Business Bureau,

  Thank you for making us aware. We have contacted this subscriber and have successfully completed the port in process. 

  Excess Telecom

  Customer Answer

  Date: 08/13/2024

   
  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:08/05/2024

  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 got a tablet from a pop up tent in town and paid $24 for it. I was told it would have service for 4 years, 1st lie. The tablet got a small crack within first 3 or so days, less than a week that affected the whole touch screen so it didn't work. I was told I could get a FREE replacement (2nd lie) after 3 months being with them, when the 3rd month came I called for my replacement and was then told they didn't offer it anymore and I could buy one. I told them I wasn't happy bc I already paid for a tablet I never got to use, so I was then told I was possibly eligible for warranty replacement bc it got broke in the 1st week. Waiting to hear back on that decision... Here 2 months later. A ******? Or ****** Was who I spoke with last...

  Business Response

  Date: 08/15/2024

  Dear Better Business Bureau,

  Thank you for making us aware. Our team has contacted the customer via email to resolve this.

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

• Initial Complaint

  Date:08/02/2024

  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.

  Excess telecom has allowed my phone service to be stolen by another phone company twice leaving me with no phone service for two weeks leaving me without service. This has caused me much pain anguish and damages.

  Business Response

  Date: 08/09/2024

  Dear Better Business Bureau,

  After reviewing this account, the issue has been resolved. Over the past few weeks, we've worked closely with the subscriber to find a resolution. On August 2, 2024, we reactivated the account, and we promptly initiated a SIM replacement to ensure the service was restored . The subscriber received the replacement SIM on August 4, 2024, at which point a new phone number was assigned since the old number had been ported out. When Excess was contacted on August 7, 2024, requesting a return to the original number, we encountered some challenges due to an incorrect PIN. However, we are happy to report that we were able to successfully complete the port-in request.

  Thank you for your patience and understanding throughout this process. Were glad to have resolved the issue and restored your service. If you need any further assistance, please don't hesitate to reach out to our Support Team.
  

  Sincerely, 

  Excess Telecom 

• Initial Complaint

  Date:07/31/2024

  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.

  Excess Telecom is sending people door to door in our low income senior housing complex. We have asked them not to come into our building unless it's an organized ***** that has been approved. Unfortunately they continue to come during evenings and weekends when staff aren't' onsite to monitor them. We have concerns that seniors with cognitive decline are giving out personal information to strangers and making decisions when there are other factors that need to be considered. Half the phones and tablets don't work and the *************** that provides the phone service doesn't answer their phones and the website chat just sends you to an automated series of answers. This approach to getting business at any cost should be considered unethical.

  Business Response

  Date: 08/09/2024

  Dear Better Business Bureau, 
  
  We deeply regret hearing about the unauthorized visits by our field agents to your senior housing complex. This behavior is outside of the standard and approved protocols for any Excess Telecom field team. We take these concerns very seriously, particularly regarding the safety and privacy of your residents.
  
  We have addressed this directly with the teams operating in your area to ensure they understand and adhere to our protocols. If you need further assistance our support team can reach out via email address. 
  Your feedback is invaluable, and we appreciate you bringing this to our attention. If there are any further issues or concerns, please do not hesitate to contact us directly.
  
  Sincerely,
  Excess Telecom

  Customer Answer

  Date: 08/09/2024

   
  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:07/31/2024

  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.

  This phone was sent to me and I never ordered or heard of this company I never ordered anything from them.

  Business Response

  Date: 08/08/2024

  Dear Better Business Bureau,

  Thank you for making us aware. We have reached out via email to the subscriber to discuss this matter further.

  Excess Telecom