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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

    • 566 total complaints in the last 3 years.
    • 44 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:07/30/2024

      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.
      I had considered signing up but changed my mind. I received an email stating a phone was being sent. I replied and asked for cancellation. Also, I received an email stating my application was not completed. Today, I received the phone, against my consent. I attempted to log in to their website, no account found. I attempted to call their support number, was disconnected after one minute.

      Business Response

      Date: 08/08/2024

      Dear Better Business Bureau,

      Thank you for making us aware. The customer has been contacted via email to help them update their account information and discuss further.

      Excess Telecom

      Customer Answer

      Date: 08/09/2024

       
      Complaint: 22067483

      I am rejecting this response because:

      They have not explained why a phone was sent, after requesting cancellation, twice. They havent responded about a refund or if I have been charged. 



      Sincerely,

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

      Business Response

      Date: 08/15/2024

      Dear Better Business Bureau,

      Thank you for the response. Our email team has corresponded with the customer and their account is cancelled. 

      If they have any further questions they can respond to the email communication and we'd be happy to help! 

      Excess Telecom

    • Initial Complaint

      Date:07/30/2024

      Type:Delivery 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.
      Ordered and paid for a phone which Telecom shipped through ***** using smart shipment for only option of delivery. ***** would not allow me to pick up my package from local facility nor did they leave my package at my delivery instructions through my account online with ***** due to the shippers discretion. **************** with ***** said I had to have the shipper (Excess Telecom) clear any changes in the delivery instructions. However Excess Telecom stated it wasn't up to them, they had no control over ***** logistics. So I demanded my money back due to realizations that they were in fact definitely in control of how the package was delivered. However the customer service *** decided hanging up on me was far more relevant for him!

      Business Response

      Date: 08/08/2024

      Dear Better Business Bureau,

      Thank you for making us aware. We will be reaching out to the customer via email to resolve. 

      Thank you, 

      Excess Telecom

    • Initial Complaint

      Date:07/29/2024

      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.
      I have received an unsolicited text message from this company. I have never done any business with this company.This is to notify you that your **************** has been transferred to another provider and it will be returned to IM Telecom/Excess Telecom. If you do not want your **************** returned to IM Telecom/Excess Telecom, please reply "No" within 48 hours of receiving this text.

      Business Response

      Date: 08/07/2024

      Dear Better Business Bureau,

      Thank you for making us aware. The subscriber is no longer with Excess Telecom and will not receive further communication. 

      All the best, 

      Excess Telecom

    • Initial Complaint

      Date:07/29/2024

      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 have applied for excess services through the Affordable Connectivity Program in August 2023 and a few months later my tablet has become inoperable. An excess technician has attempted to resolve the issue and has been unsuccessfully. Under warranty the team member put in a slip for an replace tablet back in November 2023 and I have yet to receive the tablet. I have made many calls to find the status but have been told it has been escalated having the same results of no device. I now have to pay $12.99 a month (which excess wireless continually takes out from my account) to maintain my services with no access of the functional tablet in hand. Before this occurrence, I added their advantage plan for twelve months, but that was short lived as they underhandedly cut the *********** plan.

      Business Response

      Date: 08/05/2024

      Hello Better Business Bureau,

      Thank you for making us aware. We have responded to the customer via email to the email listed to resolve the matter. A tracking number has been sent to the customer to confirm delivery. 

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

      Customer Answer

      Date: 08/05/2024

       
      Complaint: 22056942

      I am rejecting this response because:

      Sincerely,

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

       

      To whom it may concern

      I am Essentially,Excess Telcom never followed their own procedure to its customers before mailing out their devices to promote an address confirmation by email to affirm the address. In which I have provided via email in the pass for a successful delivery on

      I never received it. If so my compliant would not had been precipitate to your office. More importantly, I informed Excess wireless of my shipping information since December 2023 but they seem to have ignored the information.  I have provided this data during my calls each time a made an inquiry when I spoke with an agent at excess and they all mention my case would be escalate during every call for a resolve.  Now the tablet has landed somewhere I do not reside currently.  So where do we go from here as they simply have dropped the ball therefore made this oversight.
       in the measure excess telecom had taken, in their approach they did not follow their on protocol. One of the email sent to me was address to Hi ******************************* on may 8 , 2024
      Re:Shipping Issues - No cost tablet
      Inbox
      Search for all messages with label Inbox
      Remove label Inbox from this conversation

      Excess Telecom Inc <*********************************************> ************** 9, 3:38?PM


      to me

      Hi *******************************,

      Thank you for contacting Excess Telecom!

      We've received your inquiry and will get back to you shortly. In the meantime,please check out the Frequently Asked Questions to assist you.We look forward to speaking with you!

      All the best,

      Excess Telecom Support Team

      How would you rate your overall satisfaction for the support provided by the Excess Support agent today?

      Extremely dissatisfied Mostly dissatisfied Neither satisfied nor dissatisfied Mostly satisfied Extremely satisfied
      2559424:2534314

      ***************;<***************************; ************** 9, 5:40?PM


      to Excess

      my name is *********************************** m y Account #

      347  *********** the above prescriber name above. please adjust your records, 

      Thank you
      ********************

      Thank you for taking the time to address this matter!

      Excess wireless customer
      *******************
      **************************************************************
      Account # **********

      ID 347  ********

      Business Response

      Date: 08/13/2024

      Dear Better Business Bureau,

      We are in contact with the subscriber and are working towards a solution.

      Excess Telecom

      Customer Answer

      Date: 08/13/2024

       
      Complaint: 22056942

      I am rejecting this response because:

      Excess Telecom is essentially resending an outdated emails displaying their errors. I have forwarded my replies to exhibit my notification of shipping address, nonetheless, they still have overlooked my request having the current shipping address which differs from the tracking #.  Today 8/13/24, i received an email with a tracking # with the wrong address again.  shipping address is **************************************************, but the seem to ignore this request for my replacement meanwhile i am paying or service to secure my participation with excess. Thank you fir taking the time to address my concern for replacement tablet

       



      Sincerely,

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

      Business Response

      Date: 08/22/2024

      Dear Better Business Bureau, 

      We have sent the customer two replacement devices already. The customer is claiming they were sent to the wrong address. Excess Telecom sent the devices to the address that is on the customer's profile. If there was an address change our company should have been made aware before sending out a second device. We made multiple attempts of outreach regarding this matter but we are unable to send a third free replacement device. If the subscriber would like to have another shipped we have sent details to their email on this. 

      Excess Telecom

      Customer Answer

      Date: 08/23/2024

       
      Complaint: 22056942

      I am rejecting this response because: I have notified Excess on each call of the address change for shipping for the method of delivery **************************************************. Furthermore, I am requesting the so call claim of the second attempt for my view,. Nonetheless,  why send the tablet to the same address if you sort to correct issue when it has been brought of a change in this venue.  Is it just to take advantage of the elderly as it has been almost a year to provide the first replacement.provide the poor quality this just still exhibits the neglect and shortfalls of excess telcom service again as it is still vivid.

      I will need proof of the second shipment with the illustration to what address and therefore date other than July 5, 2024.  if this was true I would not had file my complaint with the BBB. Meanwhile, and more importantly excess is automatically withdrawing monies from debt card for an item that is not tangible on a monthly based with promises to send. Kindly send the  tablet as promised  to the above address as a resolve to this matter it is unfair to now charge me for your mishap.

      Excess telcom customer

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

    • Initial Complaint

      Date:07/29/2024

      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.
      3 inch disabled *** seniors can't see screen ************** ca puc regulators Lifeline complaint filed

      Business Response

      Date: 08/06/2024

      Dear Better Business Bureau,

      Thank you for making us aware. Our support team has reached out via email to discuss further with the customer.

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

    • Initial Complaint

      Date:07/26/2024

      Type:Service or Repair 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.
      I received my phone, however, the phone is defective. I really need a working phone as I have medical issues. The phone is defective; UI system not responding, touch screen doesn't always work, phone cha ges screens while I'm working on something (making it hard to input) and the worst is the phone getting extremely hot, so hot that I took off the provided case (worried about battery blowing up). Company states they do not replace phones. I haven't even had the phone 10 days. I would just like a replacement.

      Business Response

      Date: 07/30/2024

      Dear Better Business Bureau, 

      Thank you for making us aware. The subscriber will be receiving a replacement and has been added to our priority shipping requests.

      Excess Telecom

      Customer Answer

      Date: 07/30/2024

       
      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:07/23/2024

      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.
      ******** service agent took my information and said I wasn't qualified for a phone and I was approved she gave my approved phone to someone else! That is fraud on my behalf!

      Business Response

      Date: 07/30/2024

      Dear Better Business Bureau, 

      Thank you for making us aware. The customer is not an active subscriber in our system and there is no usage on the account. Our support team can discuss further if the customer would like an email or phone call. 

      Excess Telecom

    • Initial Complaint

      Date:07/22/2024

      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 have been trying to get my phone with phone service for 9 days now and nothing. Still sitting supposedly at ****** Supposedly went to escalation days ago and today again nothing going to send to escalation again. This is unexpecable.

      Business Response

      Date: 07/30/2024

      Dear Better Business Bureau,

      Thank you for making us aware of this. The customer requested cancellation on 7/22/2024 after claiming they did not want to wait for the device. We will reach out via email to the customer regarding this matter.

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

    • Initial Complaint

      Date:07/16/2024

      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 used to have ACP (Affordable Connectivity Program) with them that ended in May 2024.In July 2024 without my permission they switched my Lifeline phone service to their company. As the attached text trail with them shows I didn't want to switch to them but they did it anyway. I had to call my old company (SafeLink wireless) to switch back to them but Excess Telecom again sent me the same text and switched my lifeline to their company again. I don't want their service and want to stay with SafeLink wireless. Please ask them to stop switching my lifeline service to their company.

      Business Response

      Date: 07/30/2024

      We sincerely apologize for the inconvenience and frustration caused by the recent issues with your ***************** This situation arose due to an internal system error and has now been corrected. We appreciate you bringing this issue to our attention.

      We understand and respect the importance of your preference and choice of service provider. Please let us know if there is anything else we can do for you.

      Thank you for your understanding as we work to improve our processes and ensure our subscribers receive quality telecom services.

       

      Excess Telecom

    • Initial Complaint

      Date:07/15/2024

      Type:Sales and Advertising 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.
      Hi got a free phone service from Excess Telecom and government funds had stop and was told to pick one of their plans because my service will be disconnected on June 1 2024 so I did and chose the ***** unlimited plan they turned my phone off twice and debited my card in July 10, ************************************** June I called and complain about it both times , Im disabled and in a wheelchair with an emergency box with ADT so I got a phone from ******* and have not had their service over a month and I need all my money back

      Business Response

      Date: 07/24/2024

      Dear Better Business Bureau, 

      Thank you for making us aware. We will be reaching out to the customer with their refund. 

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

       

      Customer Answer

      Date: 07/25/2024

       
      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,

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

    Excess Telecom is NOT a BBB Accredited Business.

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