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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

    • 567 total complaints in the last 3 years.
    • 141 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:01/09/2024

      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 ordered this tablet over a month ago and still nothing. I did call into customer support and they said at this time there is tracking number and to wait an additional week that was 2 weeks ago. To this point a month later I still have not received the tablet.

      Business Response

      Date: 01/18/2024

      Hi! 

      I am so sorry for the frustration & confusion. The last application we were able to locate was from July 2023 using the information provided on the BBB Complaint. Can you please provide us with additional information to help such as your ACP Application ID that you used to get approved, exact name on the application for service with Excess Telecom. 

      We'd love to help and get this resolved for you. 

      Thank you, 

      Excess Telecom Support Team 

    • Initial Complaint

      Date:01/09/2024

      Type:Customer Service 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 am having trouble everyday with my phone from excess....please activate my phone so can talk....I have no data or connection bars on my phone...please fix my phone or send me an another device or cancel my account and I will be happy to go to another company, I am disabled ? and need a phone.

      Business Response

      Date: 01/11/2024

      Hi ******, 

      We show that your account is active and it appears that you are able to make calls and use the phone based on the usage data we have on file for you. Great News! You can always email us at ******************************** directly with any concerns or questions. 

      As a reminder you can only use your ACP Benefit with one provider at a time, it does look like there has been a lot of transfer activity in and out on your account. Remember if you use your ACP Benefit with another provider and transfer your benefit away from Excess, this does cancel your Excess Telecom phone service. 

      Thank you and we hope this helps!  

      Excess Telecom Support Team 

    • Initial Complaint

      Date:12/21/2023

      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.
      We got our free tablet after I signed up, and after a few weeks, it ended up broken, I was able to call and get a new one ordered, for $50.00 and its been a month. I have called and called and called to try to talk to a superviosr or anyone. At this point, every time I call, I am told, oh no, were so sorry, it looks like it hasnt shipped, we will escilate this to our manager team. This has been going on since Dec 11 2023 when I have been calling every other day to get ANY information. I am currently "on hold to speak witha manager" at this point I am pretty sure this whole thing is a scam to get your information, and then further more, I was dumb enough to pay for the shipment of a tablet. This tablet is my 10year old sons. He uses it for school, and now he is having a hard time completeing assignments because his tablet is gone. I belive these people are taking advantage of low income families, and children who need the service for school. I am so saddened and disguseted and ready to go to an authority to report this. Unfortunatly I do not have documents, as they only provide contact through text or email. I do have the conformation of purchase however. I attatched it below. I am a single mother working a min wage job and cant even afford christmas decorations, or gifts or anything for my kids, and to have not only my money stolen, but my son without accsess to his schoolwork... I am deeply ashamed of this company, and my foolish attempt to do something good for my family.

      Business Response

      Date: 12/25/2023

      ******, 

      Our sincerest apologies. I have emailed our Logistics team to get a tablet shipped out Fed Ex tomorrow when we open back up for business. We will get the tablet shipped within 2 business days. 

      Additionally, we will work back with our call center teams to ensure they escalate customers calling to state they have not received their replacement like yourself. 

      I can see we ultimately lost you as a customer on December 22, 2023 but still want to get you taken care of. 

      Thank you for sending this feedback, we will use this to improve our customer experience. 

      ******************** Support Team 

    • Initial Complaint

      Date:12/20/2023

      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.
      We are disabled and we have repeatedly contacted excess telecom customer service via the chat line, because when we called, they would request to contact the chat line. The chat line would say that they would have them call us the next day. But, nobody ever called us back. This has been since middle of September and last chat we had we them was in the middle of November. It's been months that we are trying to get this resolved. We have said we have not received any devices. **************** said recently that their own tracking number is invalid and they cannot track the delivery. But, they are still refusing to ship our device. Because of our disability, we need access to a phone, we have told them that repeatedly, and they don't seem to care if anything happens to us. They don't release us from the contract, and we have to wait and go through the process of getting approved again and be without a phone for another month. This is another of level abuse, and they should not be allowed to make people miserable and put disabled and vulnerable people in compromising situations.

      Business Response

      Date: 12/25/2023

      ******, 

      We are so sorry for the inconvenience. I have followed up with our Logistics team to understand why your device has not shipped and get one shipped out immediately. It should ship within 1-2 business days via Fed Ex. 

      Thank you for reporting this, we will use this to improve our customer experience. 

      ******************** Support Team 

      Customer Answer

      Date: 01/10/2024

       
      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. Please send it to my current address in Alabama. 

      Sincerely,

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

    • Initial Complaint

      Date:12/20/2023

      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.
      12/20/2023 Received a text message saying that they are now my ACP service provider. I dont have any service with this company. Im a ******* customer on an old plan that is very advantageous to us. This company trying to steal my service will likely remove me from this plan and cost me a lot of money. Please return my number to its original company that I have had over 20 years.

      Business Response

      Date: 12/25/2023

      Hi *****, 

      Our apologies for the confusion! I understand completely your concern. I reviewed your account, and it appears that you transferred out your ACP Benefit on December 22, 2023. 

      Additionally, I have flagged this account for investigation by our internal compliance team to follow up with the sales agent to understand how an account was established without your consent. We will take appropriate action internally. 

      Thank you for the feedback, we will use this to improve our customer experience. 

      Thank you, 

      Excess Telecom Support Team  

    • Initial Complaint

      Date:12/20/2023

      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 received a Sky Pad8Pro today in the mail. I called Excess Telecom to inquire why I received this tablet. They said it was in response to an application I made with ACP. I never applied with ACP. I told them, and they could not find my account. Rep said to call ACP. She had me open tablet to get a phone number that was attached to it. Nothing found. I d not want their service nor the tablet.

      Business Response

      Date: 12/25/2023

      Hi *******, 

      We are very sorry for the inconvenience. I did find an account under your name & I have cancelled it and de-enrolled you from the *** Program with Excess Telecom. The tablet is a benefit of the program and doesn't need to be returned and you will not receive a bill for it. 

      Additionally, I will send this to our internal compliance team to investigate how an account was established without your consent. You can take the following steps if you think your identity was used to establish service without your permission. 

      1. Customer must call the *** Support Center directly to initiate a claim of identity theft. That number is **************.
      2. The customer must file a claim at www.IdentityTheft.gov and provide any details/documentation requested.
      3. The government will investigate the identity fraud claim and, if determined to be fraud, will provide documentation to the *** Support Center.
      4. The customer must call the *** Support Center back to initiate a new application for service and device benefit credit. Once approved, they must be enrolled with their preferred provider using the new application ID.

      Thank you for sending this feedback, we will use it to improve our customer experience and processes. 

      Excess Telecom Support Team

    • Initial Complaint

      Date:12/20/2023

      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 received a text that said "Thank you for choosing Excess Telecom as your ACP service provider! We are excited to serve you as a customer & are dedicated to delivering outstanding service. Look out for a Welcome email containing important details about your service. For questions, visit ExcessTelecom.com to chat with a rep or call **************." I never signed up for anything nor heard of this company. Please remove my phone number from your records and do not text me again.

      Business Response

      Date: 12/20/2023

      Hi, 

      I apologize for the inconvenience. I have removed your phone number from our systems. You should receive not further contact from **. 

      Thank you, 

      Excess Telecom Support Team 

      Customer Answer

      Date: 12/20/2023

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:12/19/2023

      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.
      I Received a text message on 12/19/2023 to my personal phone stating "Thank you for choosing Excess Telecom as your ACP Service Provider, We are excited to have you as customer." I had never heard of this company and thought the text was a was a scam text as I 100% never signed up for anything from them. I googled them and called the number on the BBB site to inquire why my personal phone number was signed up for this ACP service. The representative was not helpful at all and asked me for my full name and my birthday and last 4 of my SSN, which I refused to provide as a general rule. I told this person to please remove my phone number from any account associated with this company and he refused to go any further without my personal information. There is either a mistake that someone accidentally entered my phone number for this service, or fraud going on where someone is tying to steal my identity for this service. I need someone to please resolve this ASAP as there should be no reason someone can sign me up for something like this without my permission or not have my phone number immediately removed from what ever mistaken account it is tied to or to stop the fraud.

      Business Response

      Date: 12/19/2023

      Hi *****, 

      We are so sorry for the inconvenience. We do have your phone number listed as an alternate contact number for an account. I have removed your number from our records. We do not think this is associated with fraud; however, I have forwarded this to our internal investigation team to follow up with the sales agent to ensure we put accurate contact information on customer accounts. 

      Thank you for the feedback, 

      Excess Telecom Support Team 

      Customer Answer

      Date: 12/19/2023

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:12/18/2023

      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.
      Excess Telecom harrasses me every week with text messages threatening to cancel service saying I'm not using the wireless tablet enough. I use tablet everyday.They have no right in harassing people when they done nothing wrong.

      Business Response

      Date: 12/19/2023

      Hi *****, 

      Thank you so much for your loyalty to Excess Telcom, we appreciate your business and your feedback very much!

      We agree that our notifications reminding you to use your tablet seem excessive and are working internally on modifying the number of contacts in the upcoming year. The reason that we send those so often is because the ********************************** Program rules require that if you do not use your service with us at least one time every 30 days then we must de-enroll you from the program and cancel your service. 

      We would love to hear from you on what the right number of reminders/texts would be for long time customers like yourself. You can email me directly at ******************************** with that feedback if you would like. 

      Thank you so much for taking the time to give us these insights, we appreciate it and will work on improving how much we contact you regarding using the device. 

      ******************** Support Team 

    • Initial Complaint

      Date:12/18/2023

      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.
      I was disenrolled from my current ACP provider and signed up for a tablet through Telecom Excess. I never signed up for this. I received a marketing email and never agreed to any terms or transfer of services. Now I'm stuck with a large bill for my wifi and no one can tell me what happened. How is it possible to be enrolled in the program and billed for a copay without ever speaking to anyone. Now I'm confused as to whether or not I'll have wifi i I cancel. I see that I'm not the only person with this issue.

      Business Response

      Date: 12/20/2023

      Hi, 

      We are very sorry for the inconvenience and frustration. I have sent this to our internal compliance investigation team to investigate. Here are the steps you can take to transfer your *** Benefit back to your provider of choice. 

      1. To correct your monthly benefit *** discount, contact your other provider and they will take your *** Benefit away from Excess by doing a transfer of the *** Benefit. This will also take care of cancelling your Excess Telecom Account. 

      2. You can keep the tablet if you would like at no additional charge, this is a separate part of the *** Program called the Device benefit. 

      Thank you and again we will investigate this situation to understand how you got signed up without your knowledge. 

      Excess Telecom Support Team 

      Customer Answer

      Date: 12/22/2023

       
      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.

      Sincerely,

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

    Excess Telecom is NOT a BBB Accredited Business.

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