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Business Profile

Telephones

Xchange Telecom

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telephones.

Complaints

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

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    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 21 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:12/09/2024

      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.
      This predatory company calls around households and elderly people on cold calls promising cheap phone service with your CURRENT phone number. Once they take over the service its impossible to get to them. No return calls, no emails return. If youre lucky to talk to someone they will lie and lie and lie. They give you a NEW phone number and they disappear. Elderly people who has their phone numbers for 40 50 years have lost their number and have to start again with a new number. Its sometimes heartbreaking. This is predatory business on the poor and elderly with cheap phone service. They would NEVER change phone service if they knew theres even a really small chance of losing a phone number they had for decades. Lots of people tried switching back to original phone service provider but Skywire would not releases the information to port the original number back in so its lose lose situation.PLEASE HELP US GET OUR PHONE NUMBER BACK

      Customer Answer

      Date: 01/03/2025

      Better Business Bureau:

      I wasn't contracted by the company but 2 days after submitting a complaint to the BBB they suddenly resolved the issue after months of not doing so. Thank you!

      At this time, my complaint, ID ******** regarding Xchange Telecom has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:11/12/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 an account with this company for cell phone usage and paid my bills. One month they asked me; since you are a customer from us do you want a free phone? I said yes why not. The next thing I know is that they added $20 a month to my bill. When I called to remove it they simply hung up. I called multiple times and created multiple tickets , yet, they still didn't close it. I called them to port my number and they are refusing to give me the pin number. I advised them today 11/11 that they are required by law (as posted on the *** website) to provide that information and they simply refused.

      Customer Answer

      Date: 12/08/2024

      Better Business Bureau:

      At this time, I have not been contacted by Xchange Telecom regarding complaint ID ********.

      Sincerely,

      ****** *****

      Business Response

      Date: 12/11/2024

      Hi this customer got a free cell phone along with a ******************** June. they didn't pay their bills till November so they got disconnected for non payment. 

      As we have said, we can give them a refund for their line if they return the phone we gave them.

      Best, 

      Customer Answer

      Date: 12/12/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      The complaint was that the business is required by LAW to allow me to port my number even if I owe them money. The business has refused to allow me to port my number. I have notified the customer service multiple times about the requirement and they refused to comply. I have also attached a snippet from the ***'s website where you can clearly see that it states the above.

      Additionally, they have never communicated anything about a phone and the phone they are talking about has never been in my possession. I have sent numerous requests to them that they should remove the additional line that they added to my account without my permission and they refused to do so. Additionally, I reached out to their agent "selectel" and they have sent numerous requests on my behalf and have gotten the same response I did: ignoration...

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ****** *****




       

    • Initial Complaint

      Date:11/04/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      My home phone number is ************ on october 9 i had service from exchange done on my line my phone was working when the repair man left but the next day it wasnt working i have been calling them every day ever since then and they say someone will call me back on my cell phone and noone has. i really rely on my phone i need it working. They have charged my credit card for sevice in october and i still dont have service. if you can do anything about it i would appreciate it. Thank you

      Customer Answer

      Date: 11/29/2024

      At this time, I have been contacted directly by Xchange Telecom regarding complaint ID ********, however my complaint has NOT been resolved because:

      [Your Answer Here]

       

       they contacted once set up a repair the repair guy never showed up and no response since then i call and get the same answer we are working on it

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.

      Sincerely,

      ***** *****

      Customer Answer

      Date: 12/25/2024

      Better Business Bureau:

      At this time, I have not been contacted by Xchange Telecom regarding complaint ID ********.

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:10/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 requested residential telephone service from Exchange telecom powered by Skywire. They disconnected my former provider on September 1st, and I am still without service. I have been without a home telephone for 58 days. I am very frustrated and would like this matter resolved as soon as possible.

    • Initial Complaint

      Date:08/27/2024

      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.
      hi I have my home phone service by Skyway it's powered by Xchange Telecom and about 4 weeks ago my phone stopped working and I called them that somebody should come fix it and nobody called me I spoke to them maybe 10 to 20 times that somebody should call me and then they said somebody's going to call me back and nobody called me back after 2 and a half weeks they said that somebody is going to come fix it they give me a time and date and nobody showed up I called again the company and they said that it was not even scheduled the guy you have spoke to was just lying so then I called them and I said that somebody should call me back and finally the next week they call me back and they scheduled it was last Monday and they scheduled for the next Monday and then Monday came and nobody showed up so I want to know if you can help me that somebody should fix my phone

      Customer Answer

      Date: 09/08/2024

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:08/26/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 signed up for home phone service with exchange teleocm / skywire and the serviced has not worked for a long time. I tried calling them for over a month and they kept saying someone will come down but ***** did. I finally switched to optimum and called many times asking for the transfer pin so i can port my 2 home numbers over but they refuse to give them to me. I am seeking the transfer pin asap

      Customer Answer

      Date: 09/20/2024

      Better Business Bureau:

      At this time, I have not been contacted by Xchange Telecom regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:08/22/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 am trying to port over my phone number from Xchange Telecom to US Mobile but they claim they cant release it.

      Customer Answer

      Date: 09/16/2024

      At this time, I have been contacted directly by Xchange Telecom regarding complaint ID ********, however my complaint has NOT been resolved because:

      [Your Answer Here]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.

      Sincerely,

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

    • Initial Complaint

      Date:08/19/2024

      Type:Product Issues
      Status:
      Unanswered
      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 is my phone company for a long while which they provide me the actual service and the agency that helped me sign up with them was Selectel, their phone number is ************, lately the bills have become out of hand which according to Selectel because I am enrolled in life line which my ID number is ************, my bills should be none higher than $59, they are charging me monthly $94.24 and when I try calling them you can't get thru, finally one day a girl answered my phone call and promised me to adjust the amount but after a while I realized nothing was done so I sent a strong email telling them my next step will force me to open a complaint on bbb bureau and I got a phone call right away with someone named *******************************, he promised me to take care from it and refund me the money which he actually only refund me the credit card and took the put the whole amount back on my bill, I tried emailing him a few times which I have proof of all my emails and he ignored me not even answering any of my emails, I tried contacting my agency Selectel and they were very nice and agreed with my issue but was only able to help me that they will also sent an email to the supervisor and whenever I call them back I get the same answer that nobody is responding to their emails, I would appreciate your help towards this situation since I can not pay my bill till my amount is adjusted

      Customer Answer

      Date: 09/13/2024

      Better Business Bureau:

      At this time, I have not been contacted by Xchange Telecom regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:08/15/2024

      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.
      I have been overcharged multiple times. Despite contacting them several times about a bill that isn't mine, no action has been taken to resolve the issue. My calls and messages have been ignored, and I was even directed to different departments without any resolution. Despite my email, I received a termination letter, leaving me with no choice but to make the payment.

      Customer Answer

      Date: 09/30/2024

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Xchange Telecom has been resolved.


      Sincerely,

      ***** ****

    • 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.
      In Oct 2023 an Xchange rep offered me free cellphone and service. I had no interest but the rep convinced me to take it.The rep failed to clarify that I was entering a yearly contract and that service was being paid for by a ***************** and should that program terminate I would be billed.Had I known these facts I would never have accepted the "free" offer.In fact the cellphone sits in its original box unused throughout all these months.On 6/4 I was alerted that ACP was expiring and I should contact Xchange to "assist in the transition".I contacted them and requested disconnection of cellservice as I only accepted it for free.A new monthly bill arrived with added $29.99 cellphone charge.Again I call and reiterate that I dont want the service and it should be removed from my bill.I was confident that the matter was taken care of.I am a senior citizen with very little knowledge of tech and communication.To me this seemed like a simple request and up until this point nobody made me aware that there was an issue.On 7/9 I became aware that my bank account was debited for the full amount of the bill including the disputed charge.Now when I called to complain I heard for the first time that I had a responsibility until the end of the contract year.I asked to speak to a supervisor.I was told that he would call me back.Nobody called so I contacted my bank and disputed the payment.I spent hours on the phone waiting and transferred again and again and the bottom line was that I was offered a better monthly rate.When I made it clear that I dont need this service I was told that if I stop service now I would be charged an early termination fee.To summarize-I was lured into a free service without full disclosure.Xchange is now charging me and is not allowing me to opt out.In my opinion such business practices meet the criteria for fraud.I anticipate that Xchange will take the proper corrective action by terminating the cell service and removing all related charges.

      Business Response

      Date: 07/31/2024

      Even though this customer is on a 2 year contract, we will disconnect them as a courtesy as of when they lost ACP.

      Best, 

      Customer Answer

      Date: 08/02/2024

      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 and the matter has been resolved.

      Sincerely,

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



       

    Xchange Telecom is NOT a BBB Accredited Business.

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