We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Xchange Telecom has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 20 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: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.

      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.
      Better Business Bureau:

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

      Sincerely,

      *******************************
      red 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

    • 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.

      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.
      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,

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



       

      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, 

    • Initial Complaint

      Date:07/25/2024

      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.
      Better Business Bureau:

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

      Sincerely,

      ***********************
      ) 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)

    • Initial Complaint

      Date:07/25/2024

      Type:Customer Service 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.
      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,

      *** ********




       

      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

    • Initial Complaint

      Date:07/08/2024

      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.
      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

    Xchange Telecom is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.