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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:07/11/2024

      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.
      On 4/5/2024 I signed up to get a cell phone and tablet from Excess Telecom. The company said I would receive the phone and tablet in 5 to 7 business days. As of 7/11/2024 I still haven't received these items. I contacted Excess Telecom twice since 4/5/2024 and both times they assured me that the phone and tablet were on the way. I asked for a refund and they promised that I would receive a refund in 3 to 5 business days. That didn't happen either.

      Business Response

      Date: 07/17/2024

      Dear Better Business Bureau, 

      Thank you for making us aware.

      Our records indicate that the customer did not receive a device. We will be shipping a device promptly and issuing a refund.

      Thank you, 

      Excess Telecom

       

       

       

      Customer Answer

      Date: 07/18/2024

       
      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:07/11/2024

      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.
      1. They NEVER answer the Cs phone #. I have had to give up after being on hold for 3 hours +. 2. When they have answered, rarely, they are rude and nasty with you. 3. They NEVER help you. 4. You pay for an unlimited month and get 15 GB only at reg speed then the remaining 30 GB IS SO SLOW that u cannot pull up anything. Can't use the device. 5. Today, they will not unlock my tablet I got from them in the acp program. They tell me to call. No answer so far ... 2 hrs. (Online asst)

      Business Response

      Date: 07/17/2024

      Dear Better Business Bureau,

      Thank you for forwarding this complaint to us for review.

      The customer was contacted by our priority support team to resolve.

      Thank you, Excess Telecom 

    • Initial Complaint

      Date:07/09/2024

      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 never signed up to be part of this business in any way. I received this text and would like my number removed from their system: Excess Telecom MSG: To keep your ***************** connect to the internet from your device using data (not WiFi) once per month. Or reply YES to this text to keep your service. Reply STOP to opt out.Please have them remove me as I have NEVER joined their system

      Business Response

      Date: 07/17/2024

      Dear Better Business Bureau,

      Thank you for forwarding this complaint to us for review. We have removed the phone number from our records and this should stop all contact.

      Thank you,

      Excess Telecom

    • Initial Complaint

      Date:07/08/2024

      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.
      For the past few months, my phone number *************) is mistakenly associated with an Excess Telecom life line account. It is using my data. I was on hold for 1/2 hour today with Excess Telecom customer service and no one ever came to the phone to address it.

      Business Response

      Date: 07/17/2024

      Dear Better Business Bureau,

      Thank you for forwarding this complaint to us for review.

      We have removed the phone number from our records and this should stop all contact.

      Thank you,

      Excess Telecom

    • Initial Complaint

      Date:07/08/2024

      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.
      I was filling out an application for the program for a free phone then decided against it. I erased my information from the application and they even sent me an email saying my application was incomplete. Now I get an email.saying my order is on the way . How can that be when they don't have all.my info or my signature.

      Business Response

      Date: 07/17/2024

      Dear Better Business Bureau,

      Thank you for forwarding this complaint to us for review. We have removed the phone number from our records and this should stop all contact.

      Thank you, Excess Telecom

      Customer Answer

      Date: 07/17/2024

       
      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:07/05/2024

      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 worked for weeks for this company and they refused to pay me for the work that i did i dont understand how they could do this from my recollection thats called modern day slavery and this is the second time theyve done this with thousands of dollars someone need to look into this company Im sure Im not the only one.

      Business Response

      Date: 07/25/2024

      Thank you for bringing this matter to our attention. We take all complaints seriously and appreciate the opportunity to clarify the situation.


      Excess Telecom collaborates with several independent enrollment partners to facilitate the enrollment process. These partners are responsible for their agents, who are not direct employees of Excess Telecom. That being said, ensuring our enrollment partners uphold the highest standards of integrity and compliance is our top priority. 


      Regarding this issue specifically, Excess Telecom and its independent enrollment partners do not tolerate fraudulent enrollment practices under any circumstances, which is what occurred in this instance. We take immediate action to address this issue as soon as it is identified by deactivating the agents involved and reassigning them away from our marketing team. Our protocols are designed to manage and rectify fraudulent activities swiftly, ensuring the protection of our standards and subscribers.


      We appreciate your understanding and patience as we address this issue. Please do not hesitate to contact your direct employer for further clarification. 

    • Initial Complaint

      Date:07/02/2024

      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 recently started getting texts from this company, first telling me Lifeline was available for my number. Then i got more texts telling me to contact them to set up my Lifeline. Then another text tellimg me if I dont reply NO, theyre going to set up Lifeline for me and my number. I deal with scams all day **** and i am not going to respond to a random text about anything. The progression of texts from "hey, do you want this" to "you're gonna get it anyway if you dont respond" is nothing short of harassment and dirty business. I have no desire to do business with this company, nor do I intend to do business with them. They need to forget my number and i sure as heck do NOT authorize them setting anything up for my name or number. Please cease and desist all progress or attempts at creating an account or service for my name and number.

      Business Response

      Date: 07/11/2024

      Dear Better Business Bureau,

      Thank you for forwarding this complaint to us for review. We have removed the phone number from our records and this should stop all contact.

      Excess Telecom

    • Initial Complaint

      Date:07/02/2024

      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.
      Received this message from a company I have never heard of or subscribed to: ********** Excess Telecom now supports Lifeline in your state. You will be automatically enrolled in Lifeline to keep your service active. Reply NO to opt out. I dont want to reply in fear it may be a scam.

      Business Response

      Date: 07/11/2024

      Dear Better Business Bureau,

      Thank you for forwarding this complaint to us for review. We have removed the phone number from our records and this should stop all contact.

      Excess Telecom

    • Initial Complaint

      Date:07/01/2024

      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 received a text message from Excess Telecom giving me instructions for keeping my ***************** I have never had any dealings with this company and do not know how they found my information. I would like all of my information to be purged from their system immediately.

      Business Response

      Date: 07/11/2024

      Dear Better Business Bureau,

      Thank you for forwarding this complaint to us for review. We have removed the phone number from our records and this should stop all contact.

      Excess Telecom

    • Initial Complaint

      Date:06/28/2024

      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.
      On 6/27/2024 I received an email from Excess Wireless informing me that my order was on the way. I did not place an order with this company. I looked at their website and filled out some information because I was considering switching my mobile phone service to them. I am enrolled in the government's lifeline program. The reason I was considering switching is because I could not get my phone working with my current provider. They had recently sent me a sim, then told me it was defective. They sent me a replacement and it also did not work. I didn't know what to do, so I looked online for another company I could switch to. I did not, however, complete the application process. I never placed an order. I called them and they said they are sending me a SIM and a phone. I never selected a phone. I told them (online) that I already had a phone and wanted to use that one. This is very strange. In any case, due to them opening an account (and transferring my benefit from my current provider to them) my phone does not work again. I had JUST gotten it working again, after being without a phone for 10 days. I called to complain and asked to cancel the account I never created. I was going through the process when their rep hung up on me. I tried to call back, but they put me on hold. I can't contact them. They NEVER had my permission to switch my service from my current provider. I am extremely angry. Now I don't have a working phone and don't know what to do to get my phone working again. They also sent me an email that says my application is "on hold" so HOW could they have switched my service and WHY would they be sending me a package with a new SIM and a phone?

      Business Response

      Date: 07/08/2024

      Dear Better Business Bureau,

      Thank you for making Excess aware. The customer's account is closed with ******************** and they should not be receiving further communication.

      Excess Telecom

      Customer Answer

      Date: 07/22/2024

       
      Complaint: 21917561

      I am rejecting this response because:

      I don't understand why you closed my complaint. I have been waiting for a response. I opened all the emails you sent that I saw. I created a BBB account on your website thinking I could view my complaint under that account, but nothing showed up.

      Response says: Thank you for making Excess Aware. The customer's account is closed with ******************** and they should not be receiving any further communication. [End response].

      My complaint didn't have anything to do with me receiving unwanted communication with to his business. This reply does not resolve the complaint.

      This company switched my phone service to them without my permission and, as a result, my phone service was cancelled and it caused me hours of frustration getting my phone working again.

      They sent me a smart phone which I did not request and am not sending back. A satisfactory resolution for me would be for them to unlock this phone. Or tell me if it is locked. It is sealed in it's original packaging and I don't know what I can do with it. I assume it is locked and therefore useless. I would at the very least have them tell me what the status of this phone is. I might give it to a family member who needs a new phone.

      I don't know what to do next. You can reopen this complaint or I can file a new complaint. Please advise.

      Sincerely,

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

      Business Response

      Date: 07/29/2024

      Dear Better Business Bureau,

      Thank you for making us aware. The customer can use the device that has been sent to them as it is not locked. The phone is theirs to keep. Customer does not have active service with Excess and should be able to use their benefit with another company. 

      Excess Telecom

    Excess Telecom is NOT a BBB Accredited Business.

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