Complaints

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

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  Xchange Telecom

  3611 14th Ave, Suite 550 Brooklyn, NY 11218-3773

• 

  Xchange Telecom

  p.o.box 190433 broooklyn, NY 11219-0433

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:07/26/2024

  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.

  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,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We switched to Homeconnex by Xchange Telecom from ******* becuase ******* raised our rates through the roof. Originally they told us we should use the number they issue for the first month to make sure we are happy with the service, which we agreed to. After about 6 weeks we requested to port our number from ******* to Homeconnex by Xchange Telecom. They started telling us we needed a porting code, which ******* told us they do not require. After about three weeks of arguing back and forth, ******* gave us a code to make Homeconnex happy. Homeconnex then told us our number was ported to our new line. We started receiving phone calls for another family. We checked the number and the WRONG NUMBER had been ported to our line. After several weeks of back and forth, Homeconnex finally admitted to porting the wrong number and ported it back, claiming to port our number to us. Since then (end of February 2024) we have not had service. Every time we call customer service ********* times a week) they tell us they are working on it and we will be receiving test calls shortly. Nothing doing, no such phone calls. There is no way to speak to anyone besides for the customer service ***** who don't know anything. Finally on 7/17/2024 an engineer called me back and said there was a note in the system from 3/5/2024 that the number could not be ported correctly because it's "multi-line number" (Not sure what that means). I told the engineer it is not. He said he will work on it. I have not heard back from him or anyone higher than him. I have been caling every day. I still do not have my phone number, which was left with *******, and never receive communication from Homeconnex by Xchange Telecom. I would like my number back, a refund for the months I have not had service, and monetary compensation for the ******* account which I could not close (And now we know why it could not be closed)

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Xchange Telecom regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:07/25/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Over two weeks ago, I contacted XCHANGE TELECOM to schedule the relocation of my home phone service. Despite repeated assurances, I have not received any follow-up communication or confirmation regarding the scheduled ******* my attempts to resolve this matter, I have repeatedly reached out to their customer service department. Unfortunately, the representatives I spoke with appeared to have no authority to address my concerns or provide any meaningful assistance beyond creating service tickets. These tickets seem to be consistently ignored, as I have yet to receive any response or resolution.This lack of responsiveness and ineffective customer service is unacceptable and has caused me significant inconvenience. As a long-standing customer, I expect a higher level of service and attention to my concerns.I am seeking your assistance in addressing this issue with XCHANGE TELECOM to ensure that they take immediate action to resolve my request and improve their customer service practices.

  Business Response

  Date: 08/15/2024

  on 5/24 we received notification from our field tech that this issue has been resolved.

  If it hasnt, please specify exactly what needs to be done so we can take care of it asap

  Customer Answer

  Date: 08/16/2024

  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:

  [Your Answer Here]

   Isuue was not resolved 

  i am still waiting for the move to be done

   

   

   

   

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

  
  Sincerely,
  
  *** ********
  
  
  
  
   
  

• Initial Complaint

  Date:07/08/2024

  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.

  Hi, back in June 1st 2023 I started my land-line and internet service with XChange Telecom at 0.99 cents per month,I paid ahead for a full year around $12.00. In addition to $50.00 for the modem. I ONLY SIGNED UP BECAUSE IT WAS 0.99 CENTS.On Jan 2024 I received an email stating that the *** program will stop and the price will go up.I immediately contacted XChange Telecom asking to CANCEL my services and get a refund for the remaining CREDIT balance (Since like I mentioned I had paid ahead) I was told that I'll receive a the refund both for what I paid ahead and for the Modem,I was also assured that there's no further action due, as my services were successfully canceled and I won't be billed anything since I opt out when I still had credit. Suddenly, on July 2024 I got an email from XChange Telecom COLLECTIONS stating that I have an overdue balance of Approx $28.00. I immediately contacted XChange Telecom again, to see what happened, they then said that the cancelation is still PENDING, and it was initiated on April 11th 2024,And thats why I received the bill, however there's nothing to be concerned as they'll note that and assured me again. (Although my request to cancel was submitted on Jan 2024)At This point I asked for a actual proof such as an email etc,So they said I need to talk to my original sales agent *****************************, they put me on hold for over an hour, When ****** finally picked up he said, that I need to talk to billing, when I told him that billing send me to him, he disconnected the phone. Please send me proof that I don't owe XChange Telecom a *****, as well give me a refund for the money I paid ahead, and the Modem, which I can send you back

  Business Response

  Date: 07/09/2024

  Customer can ignore their bill as the disconnect will happen retroactively from 4/11

• Initial Complaint

  Date:06/26/2024

  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 am trying to change to another phone service while keeping my current number.They are claiming to have released the number but are not giving us the *** or other pins the new carrier needs for them to get the number.We tried transferring to a supervisor but all that happened was getting disconnected!The last time we had service was May 22, that is over a month ago!

  Business Response

  Date: 06/26/2024

   

  We got a line loss report from this customer on 5/22. We released the number and closed the account. This number is no longer with us. 

  Customer Answer

  Date: 06/27/2024

  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:

  [Your Answer Here]

   Then why cant I get ahold of the number?

  If they truly released the number then US Mobile should be able to take the number and give it to us.

  There is something incorrect with the information one of us has.

   

   

   

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

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 07/09/2024

  We got a line loss record for this line on 5/22 The number was released thereafter and the line was disconnected. 

  Customer Answer

  Date: 07/11/2024

  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:

  [Your Answer Here]

   That  is exactly the issue.

  If Xchange claims to have released it to ******* on May 22nd, and ******* claims to have sent it back to Xchange, but they don't have it-Then where is it NOW?

  How can I get hold of this number if nobody has it?

   

   

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

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  Date:06/10/2024

  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.

  For several years, I have been a satisfied customer of **********************, relying on their landline phone service without any issues. However, my experience took a turn for the worse when a representative convinced me to install a device that was supposed to improve my service and lower my monthly bill. Since the installation of this device, I have experienced severe service disruptions, including static and outages, particularly during rainy days.Despite my efforts to resolve this issue directly with xchange Telecom, I have been unsuccessful in getting my phone service restored to its previous reliable state. This is why I am now seeking your help, as the Better Business Bureau, to intervene on my behalf.I kindly request that you contact xchange Telecom and urge them to take the necessary steps to repair my phone line promptly. My sole objective is to have my landline service restored to its former reliability, and I believe your involvement can help achieve this goal.I would greatly appreciate your assistance in resolving this frustrating situation. Please help me hold xchange Telecom accountable for their failure to provide the reliable service they promised.

  Business Response

  Date: 06/24/2024

  
  Customers service was suspended for non-payment. Several attempts were made to contact the customer about resolving the outstanding balance for the services provided prior to suspending the service. After the service was suspended for non-payment, customer contacted ********************** and claimed that there was a quality issue with the service. Service was restored and a service technician was dispatched to investigate and resolve the issue. Service credit was also issued as a customer courtesy.

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  no way to contact technical support. phone line not working for over a month

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am trying to port out my number to a different carrier, to no avail. First, you can wait onthe phone for hours till you get to a customer service, I tried to fix the address as they said, it's been already 3 weeks, and still no response, not to me and not to the new carrier.

• Initial Complaint

  Date:03/15/2024

  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 had one home connex line and one E-fax line, called that I'm moving and i want to add a line and internet.1) took 6 weeks instead of 3 as told by rep 2) only to find out they mixed up and put on 3 lines cancelling the fax 3) charges are much higher then told by sales 4) try for yourself to contact them ONLY SALES DEPARTMENT IS TAKING CALLS 5) easy way out to tell the customer to call the other in house departments that you can't reach

  Business Response

  Date: 03/25/2024

  We truly apologize for the trouble you have encountered.

  The E-fax has been reactivated and billing adjustments have been made on your account, credits provided.

  Please feel free to reach out for any further questions.

  Customer Answer

  Date: 04/15/2024

  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:

  They made some adjustments to my account but still no one contacted me and i can only hope that the billing is resolved.

   

  Now my phone stopped working friday morning and we keep on calling only to reach call takers that are advising that a tech will call back between 1-5 hours

   

  I don't know in which time zone 1-5 hours = several days to weeks 

   

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

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 04/18/2024

  Issue has been resolved, confirmed with customer.

• Initial Complaint

  Date:11/10/2023

  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.

  After moving apartments my phone service was connected but my Internet never was. I called multiple times and each time they said that someone will call me back shortly. But they never did, unless to tell me the same, that someone will call me.It's been a few months and I can't get them to do anything.

  Business Response

  Date: 12/05/2023

  This issue was resolved a few weeks ago.

   

  I have issued a courtesy credit of $25.

  Customer Answer

  Date: 12/06/2023

  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:

  [Your Answer Here]

  *********** is still not working, even after sending a technician.
  I called multiple times since they sent a technician and all the keep saying is that they'll call me back, but they never do.
  
  (BTW this has cost me about $120 already, plus time. $25 is a joke, and demonstrates how little they care about their customer's experience and the frustration they cause)
  

   

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 12/28/2023

  Now we understand the issue was his ************* not his voice service. We just had a tech there and the issue is now resolved. We have issued another $75 courtesy credit. We believe the issue is now resolved

  Customer Answer

  Date: 12/28/2023

  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,
  
  ***********************