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:06/26/2024

      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.
      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: 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. 

      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:
      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 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:
      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.
      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:
      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 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:
      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.
      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: 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.

      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:
      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 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: 12/05/2023

      This issue was resolved a few weeks ago.

       

      I have issued a courtesy credit of $25.

      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,

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



       

    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.