Complaints

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

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• 

  Excess Telecom

  PO Box 69344 West Hollywood, CA 90069-0344

• 

  Excess Telecom, Inc.

  176 Mine Lake Ct Ste 100 Raleigh, NC 27615

• 

  Excess Telecom, Inc.

  176 Mine Lake Ct Ste 100 Raleigh, NC 27615

• 

  Excess Telecom, Inc.

  176 Mine Lake Ct Ste 100 Raleigh, NC 27615

• 

  Excess Telecom, Inc.

  176 Mine Lake Ct Ste 100 Raleigh, NC 27615

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:12/18/2023

  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.

  Received a text in early December 2023 congratulating me on choosing Excess Telecom as the provider for ACP (government funded cell service). When I called, the agent (****) did not seem concerned. Found out that there is another name and another address associated with my account. Upon request I provided my full name, and my last four. There are tons of complaint on this. The agent didn't seemed concerned so this may be something that the company just accepts this or at worst this is something that the company gets in order to erroneously profit from a government subsidy.

  Business Response

  Date: 12/19/2023

  ******, 

  Thank you for taking the time to provide this feedback. I have forwarded on this complaint to our internal compliance team to investigate the agent that established this account. I have also removed your contact information from the account that is not in your name. 

  We are investigating these incidents, and your feedback is valuable to us. 

  Thank you, 

  Excess Telecom Support Team  

• Initial Complaint

  Date:12/15/2023

  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.

  I order my free tablet with a $11 copay also to use my ACP low income internet service. They have not shipped it. I ordered it between November 4th-6th not sure which date. ***** has a label prepared but they are not giving them the Tablet/Package. I have called a multitudes of ************ keep giving me the run around. I even asked for a refund they wont give me a refund. They are a very shady business

  Business Response

  Date: 12/25/2023

  Hi ******, 

  We are very sorry for the delay of shipping the tablet. I have emailed our Logistics team and escalated to our Vice President of Logistics to understand why your device did not ship. Expect ** to ship via Fed Ex within 1-2 business days. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:12/14/2023

  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.

  I have been waiting for delivery of a replacement tablet since Oct 3, 2023.I have called and called again.I keep receiving the same story of escalating the case and someone will contact me within 48 hours. I've never been contacted any of the 5 times it's been escalated. Today I was offered to pay 58 dollars for a new replacement because they ship paid replacements faster. The device sells for ***** on Amazon.All I want is the tablet delivered! This is insulting to learn I'm being lied to because it's not a paid replacement. I was told I qualify for the replacement because of the defective tablet. I should be told I will be contacted and it never happens. How can I get excess telecom to ship the device?

  Business Response

  Date: 12/19/2023

  Hi there, 

  We are so very sorry for all the trouble you have gone through. I worked with our logistics team and have requested a New Tablet be shipped to you. Fed Ex Tracking 787649097950. 

  Thank you for this feedback and again our apologies, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21008744
  
  I am rejecting this response because:
  Hello,

  After reviewing the tracking information for the number you gave in your response from ***** it seems you've shipped it to ********?  I'm not sure why?

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

  Business Response

  Date: 12/20/2023

  Apologies! 
  I copied the incorrect tracking number. Here is the correct one 788264017010

  Happy Holidays, 

  Excess Telecom Support Team  

  Customer Answer

  Date: 12/21/2023

   
  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.

  I have received the new tablet today. Thank you!
  
  Sincerely,

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

• Initial Complaint

  Date:12/14/2023

  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.

  I am trying to cancel my application for services. The company took out 12 dollars out of my account, they were only to take out 11 dollars. I do not want service thru them. They lied to me for one, now they are telling me it takes 21 days to refund my money. This is nonsense.

  Business Response

  Date: 12/18/2023

  Hi, 
  I am really sorry that you received the response that it takes 21 days to refund you. Our records show the refund has been processed and confirmed as of Thursday, December 14th. Request reference #: ******* and Transaction ID: ************. Please allow approximately 57 business days for the funds to settle depending on your banks processing time.

  
  Additionally, we are sorry that you were charged a different amount than what was disclosed, we will forward this to our internal teams to investigate that issue to determine what went wrong and fix the problem so that other customers do not experience the same issue. The cost should have been $11 Copayment for the Device plus $12 for the plan cost which is a grand total $23. Our sincerest apologies for the inconvenience.   

  
  Thank you, 
  Excess Telecom Support Team 
  

• Initial Complaint

  Date:12/13/2023

  Type:Product 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.

  I ordered a tablet from this company through the *** program which is a Government Benefit program. I paid $23 and when I received the tablet, It was a very small tablet. I thought I was getting a 10 inch screen at least to do my school work on. I called to ask to return the tablet and cancel the service. I was told that I could keep the tablet, which I didn't want. I wanted to send the tablet back. I was told that since it was through the *** I could keep it. I reached out to *** and was told in order to receive another tablet I would have to return the tablet I have now. I explained that situation and was still told to return the tablet. I call Excess again and was told that they wouldn't take it back that I could keep it. I wasn't provided w/ an address and stuck w/ a tiny tablet that I can't use. All I want to do is return the tablet so that I can get another one that fits my needs for school. Excess is telling me that I have no option but to keep the device. I am very upset with the way they are handling the situation because there should be a way to return a item. I am not asking for a refund, just following the orders of the *** who told me to return the item so that I can get another one that I can use.

  Business Response

  Date: 12/18/2023

  Hi there, 

  I am very sorry that you have had to spend so much time getting this issue resolved. I generated a prepaid fed ex return label for you and have emailed it to you at ****************************. 

  Feel free to email us at ******************************** if you have any additional questions. 

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21002747
  
  I am rejecting this response because:
  I haven't received the prepaid fed ex label that was supposed to be emailed to me yet. I have checked my junk and spam folder and there isn't a label sent to me as of yet. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/18/2023

  Hi there, 

  It may take a little bit to work through our email system, I double checked I sent to correct email. Can you give it up to an hour and please let me know if you do not receive it. 

  I also processed a refund for you as well for the copayment on the tablet for $11 and this can take 5-7 days to reflect back into your available balance.  

  Thank you, 

  Excess Telecom Support Team. 

  Customer Answer

  Date: 12/18/2023

   
  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.
  I have received the email and the refund receipt for the tablet. I will send it back via ****** Thank you.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/12/2023

  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 can't track my package, I had entered my delivery address as P0 Box 445 ********* ** ***** but It shows as **************************************, every time I log into excess wireless it tells me I need to re-enroll even though I have already paid for my tablet and I can't track it and never got it. I want my money back because this is clearly a scam and now I can't get a tablet with anyone else. So I'd like a letter stating I'm fee from excess wireless.

  Business Response

  Date: 12/18/2023

  Hi, 

  I am very sorry for the inconvenience. I have de-enrolled you from the *** Program with Excess Telecom and cancelled your account. We ship through Fed Ex who requires a physical address to deliver packages. I will take this feedback and share with our online enrollment partner for understanding why it allowed a PO Box to be entered. 

  Additionally, I have sent a request to refund the $11 payment. Please allow 3-5 business days for the refund to be processed. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:12/12/2023

  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.

  I ordered a tablet from you guys and it was stolen from outside my apartment building

  Business Response

  Date: 12/18/2023

  Hi *****! 

  I am so sorry to hear your tablet was stolen. I sent a request to have Fed Ex Ship a replacement to you. Since your account is inactive if you want to active the tablet once you get it so it will work off Wi-Fi, give ** a call at ************. 

  Thank you, 

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

• Initial Complaint

  Date:12/11/2023

  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 applied for the *** benefit with excess telecom on 11/19/23. I was approved by the National verifier and received an option to purchase a tablet with an $11.00 co-pay. Which I did on 11/20/23. During the process I received multiple emails explaining what service Id be receiving and that it would be an android tablet and 15 gb of data. Not any other service like talk and text which now there saying I have. Some emails stated that it was an android tablet however the payment page that pops up after youve submitted payment with receipt stated some specifications about the tablet. I will attach documents of all this so you can read and see exactly what was sent. The email address that sent these was ********************************************************* I received a phone from the company in the mail. I assumed it was a mistake because I didnt apply for life line and I also paid the co payment that you only pay when you receive a tablet. However I was told every step of the way before I finished my application and during the process that I was receiving a tablet. I tried to call two different numbers ************* twice with no resolve. Then ************ once during this call I asked for a supervisor I got ******* he gave me a #*** to ID him with. He first said well he wasnt sure and if something changes maybe then I could get a tablet which didnt make sense so I explained all the emails and the fact I had not opened the phone I did not apply for life line only acp and iff be happy to return the phone so I could receive what I was told a tablet. He said he would look into it and see but Ive been on chat with this company and just told hope you understand and then no response after. As the email states its a tablet w/15gb data if I was getting a phone with unlimited talk text and data it would stated that. Id like to return the phone and get the tablet I was told Id be getting and paid for. Also you emails state what I will get and how to turn it on and use. Thank you.

  Business Response

  Date: 12/18/2023

  Hi,

  Thank you so much for the very detailed response with all the documentation. We are very sorry for this inconvenience. You have taken alot of time to explain the situation properly and contact us to fix. I am having a tablet shipped via Fed Ex. It likely won't ship until tomorrow. 

  We thank you for choosing Excess Telecom and apologize for this situation. We will take this feedback and dig in to understand what went wrong during the process to cause this error. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:12/11/2023

  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 was looking in to the acp program and was on the excess telecom website and started to fill out the form but stopped when I saw that they wanted money for a free service a few weeks later I received a tablet in the mail from them I activated it and used it for a few months then all of a sudden it no longer connects to the Internet I never cancelled my account and jumped thru the hoops they demanded I jumped thru my tablet should still connect but it doesn't and customer service won't pick the phone up and now all of a sudden my account is blocked

  Business Response

  Date: 12/18/2023

  Hi ******, 

  I am so sorry your tablet is not working. I show your account is active & we really appreciate your business. Try calling this number and you should be able to get through immediately to someone from 9 a.m. EST to 8 p.m. EST ***********. I am sure we can do a network reset and get you working again. 

  Thank you, 

  Excess Telecom Support Team 

• Initial Complaint

  Date:12/11/2023

  Type:Product 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.

  I received an email from Excess Telecom on Friday, 12/8 at 1:51 PM stating that my request to transfer my ACP benefit to Excess Telecom is complete. I firmly believe this was done fraudulently, as I never requested this. I later received an email from my current internet provider that my ACP benefits with them would be reversed and I would be charged the credit I had received on my next bill. I have already contacted the Excess Telecom support team to cancel my account. I have also contacted my current internet provider (Xfinity) to indicate to them that I did not transfer my benefits to any other provider. I would like a written confirmation that my account with ******************** has been cancelled. Furthermore, I would appreciate if the team at Excess Telecom contacted Xfinity on my behalf to inform them that any transfer of my benefits was in error and that I should continue to receive my ACP credit.

  Business Response

  Date: 12/18/2023

  Hi ***, 

  I am really sorry for the inconvenience. I can confirm that your Excess Account is cancelled and that we de-enrolled you from the *** Program with Excess Telecom. 

  We cannot contact Xfinity on your behalf; however, you should be able to call the Government *** Support Center at ************** to confirm what provider you are enrolled with currently for peace of mind. 

  Again, our apologies and if you have further questions, you can reach us by email directly at ********************************

  Thank you, 

  Excess Telecom Support Team 

  Customer Answer

  Date: 12/18/2023

   
  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,
  
  *****************