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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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Excess Telecom has 5 locations, listed below.

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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/28/2023

      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 signed up with ACP, not knowing I would lose my $30 internet credit with ***. I cancelled with Excess telecom the next day but they sent me a phone anyway. They also said they sent a laptop which I never got. I can't get through to them to fix the problem. The hold time is "ENDLESS". THESE PEOPLE ARE SCAMMERS.

      Business Response

      Date: 08/07/2023

      Hi ******,

      We are sorry to see your trouble with your Affordable Connectivity Program (ACP) benefits. Your account has already been cancelled with ** per your request. Please note, Excess Telecom does not advertise or provide laptop devices as part of the Affordable Connectivity Program. Please let us know if there is anything further you need assistance with.

       

      Thank you,

      Excess Telecom

    • Initial Complaint

      Date:07/26/2023

      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.
      I ordered a tablet from Excess Telecom through the *** program. The tablet wouldn't allow me to get online unless I went to another location. I only did this twice. The next time I tried to use the tablet it will not work. I fully charged it and reset it before calling to get assistance. When I called about this and when I called previously about the internet not working at my home I was told they could not help me resolve any issues unless I agreed to continue with there service. I do not think Excess Telecom should continue be paid for a service that I am unable to use. So, regardless of whether the issues are resolved or not I have to agree to continue with there service or they will not even try to resolve any issues I have. Excess Telecom has been paid for the past three months by the government's *** program and I have not even used 1/2 a GB during this entire time bc of lack of internet to the device and now the brand new tablet fails to work. I do not think I should have to agree to keep there service or to not keep it until my issues are resolved. Once the problems have been addressed, whether corrected or whether they're unable to be corrected then that decision should be made. I feel like they are solely concerned with getting their money whether the device works for the customer or not. When I called and was asked if I wanted to continue the service I said no and proceeded to speak with the operator each time after I said no they immediately hung up and did not listen to why I wanted to cancel and that I was trying to let them know I needed this fixed. Once I said I didn't want their service they did not care what else I had to say and rudely hung up even after I tried more than once, each operator hung up on me once the figured out I didn't want their service. I do not want the government to pay money to a company like this for something someone can't use. Excess Telecom gets money for a service that was unusable. I am trying to prevent this happening.

      Business Response

      Date: 08/03/2023

      According to our records, you completed an online application for *** with Excess Telecom on 6/6/23 and the tablet was delivered on 6/12/23. The *** rules and requirements state that subscribers must use the service, outside of wifi, at least once every 30 days.Another way to satisfy that requirement is to complete a written or verbal confirmation with the provider that you wish to continue *** service. As you can see, our intention in asking you if you wish to continue your *** service was to prevent you from losing it while attempting to resolve your data issue. Technical Support assisted on 7/25/23 when we first were contacted by you with the issue. It appears that the TMobile network may not provide the coverage you desire in your area. You requested to cancel your account the same day, and we honored that request. We understand that it can be extremely frustrating when service is spotty or altogether unusable. If you have any other concerns, please call our customer service at ************. 

    • Initial Complaint

      Date:07/25/2023

      Type:Billing 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 was approved for a tablet thru the government Acp and from July 19 thru the 25 I have been given three links to pay for the tablet and have talked to the same rep it seems over and over to no avail. So I asked them to cancel my application with Excess so that I can go with another government service. I received three links of which none work.******************************************************************* So I also received an email which lets me go to my account by way of my last social security number, when I try to make my ***** payment thru my account it still says Opps something went wrong.So I called and told them I would be filing a complaint because this is just too much and it seems like a scam or if something is wrong and the system is overloaded then let someone know but too keep putting people thru hoops is uncalled for and seems suspicious.

      Business Response

      Date: 08/03/2023

      We apologize that there was an issue with our payment processor in accepting your payment. We understand your frustration and would like to assist. On 7/27/23, we received notification that you transferred your service to another provider. We would like an opportunity to fix this and provide you with the experience you deserve, and we are capable of providing. Please call our customer service at ************ if you would like to discuss reactivating your account and continuing with the purchase of a tablet. 

    • Initial Complaint

      Date:07/24/2023

      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 bought a tablet through Excess Telecom via ACP gov't credit, and discontinued services. They have been calling me incessantly to "reinstate services," even though I had told them a month ago I did not wish to at this time. I have asked them multiple times to stop calling, they have called from a variety of numbers, sometimes back-to-back, multiple times a day..

      Business Response

      Date: 08/03/2023

      We did not intend to cause you any irritation with our calls. We find that, at times, customers are being transferred to another provider without their knowledge or consent. Our intention was to make you aware of that and provide a way to restore your service with us. We understand that it is not your wish to do so at this time, therefore we have removed your phone number. You should not receive any more calls or texts from us.  

      Customer Answer

      Date: 08/04/2023

       
      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:07/24/2023

      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.
      I lost my phone service because of this tablet. I don't want the tablet. I can NOT get my phone reconnected until the tablet is disconnected. I call multiple times a day, every time I'm on hold ***** minutes and then the call is disconnected. I have NEVER been able to talk to a representative!! This is bullshit!! I've been without a phone for a month because of this EXCESS TELECOM TABLET!! DISCONNECT MY SERVICE NOW! TODAY

      Business Response

      Date: 08/03/2023

      *******, it appears you signed up for the *** online with Excess Telecom and received a discounted device. We understand that you wish to transfer your service to another provider. The *** permits subscribers to transfer their service to another provider without having to cancel your service with the existing one. We are sorry that your phone company is not assisting you and our hold times are higher than expected at this time. We cancelled your account per your request. 

    • Initial Complaint

      Date:07/24/2023

      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.
      Excess Telecom sent me a defective tablet and is refusing to replace it and said that I only had a 14-day warranty which nobody told me about. There is an issue with the sim card slot and they are refusing to replace it.

      Business Response

      Date: 08/03/2023

      According to our records, you completed an online application for ACP with Excess Telecom on 6/30/23. The tablet was delivered on 7/5/23 and had active usage on it. We received a phone call from you on 7/22/23 to report that the tablet was no longer working. Our technical support worked with you to determine that the *** card was working in another device, but not in the tablet. While we do have a 14 day warranty, as stated in our Terms and Conditions, we understand your frustration. On 7/23/23, we received notice that you decided to transfer your ACP service benefit to another provider. If you would like to discuss replacement options and reactivating your service, please contact our customer service at ************.

      Customer Answer

      Date: 08/04/2023

       
      Complaint: 20364380

      I am rejecting this response because:
      I was never told about a 14 day warranty 
      Sincerely,

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

      Business Response

      Date: 08/11/2023

      Hi ******, 

      We'd be happy to assist you with getting a replacement tablet to use. A prepaid shipping label will be emailed to you and you may drop off the defective device at your earliest convivence. If you need any further assistance please give us a call at **************. Thank you! 

    • Initial Complaint

      Date:07/24/2023

      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 am a senior that likes social media and games. On a fixed income and apply for the free tablet and limited data with ACP. I got approved they sent me a tablet I activated and has usage for one day. Ive been hotspot with cell phone until my data is almost gone. I went to use my free data to carry me through the rest of the month and I have no service. I called customer service and they were no help. I got told it was pass the 14 day warranty which I got no paperwork on. That for a discount rate I could get another one. I told them I should not have to pay for a tablet that is damaged due to their negligence of packaging and delivery person throwing it on my porch. I did all the customary troubleshooting before I called them. Then did it again on the phone with them. Tech support never called me back and for a company with bbb ratings of a my call should have been transferred not a call back. I read of the scamming done. All I want is for working tablet and service. And if they are a scam to be shut down.

      Business Response

      Date: 08/03/2023

      We apologize that you are having trouble with your tablet. When you called our customer service on 7/22/23, your tablet was indeed under warranty. We provided instructions for returning it. On 7/28/23, you called us back and stated the return shipping was not affordable and requested to cancel your account. We would certainly like to bring you back as a customer and provide you with an excellent experience. Please call our customer service at ************ if you would like to discuss reactivating your account and receiving a replacement tablet at no cost to you.

      Customer Answer

      Date: 08/04/2023

       
      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,

      ********************* I went to another company. The problem is **************** isn't strong enough to reach my tablet.as I'm having the same issue with new company.

    • Initial Complaint

      Date:07/20/2023

      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.
      I don't recall the date as I don't know where they got my information however, this started around June of 2023. I kept getting numerous and I mean numerous some twice in a day. They had called to ask if I want to keep my internet on my Tablet???? I informed them I don't have a tablet and don't know what they are talking about first they apologized and hung up. Second time again same question and the same answer.. I never nor have recieved a TABLET from this company. I don't know how they got my information. Another daily called I told the lady what Tablet are you saying I am suppose to have because I don't have it and she said she would get a hold of the warehouse and esculate the process. I was like what process. I never asked for one. So again the next day another check up call on receiving my internet service on my Tablet. Again as before I told them then at one point a gentleman called me wanting my Name, Address, City and State and my birthdate along with my SS number. There I was very reluctant and told them if for some error I had applied that they should have that information from my ACP and not have to ask all of that maybe my last for of social. He said they didn't work that way and I told him it sounded ****** and a scam. I compelled to not to give him all that information so I called ACP as I do have a phone service and do qualify for another additional help like internet. Well ACP told me this was in June and that I would be having to pay my internet now as my basicially *** had been reached. I explained to them the nuaciense of all I have been going through and didn't know where to go or what to do, Then I got a message email that I haven't used my tablet in 15 days if I still wanted my internet service. It had not been used because I never got one so I don't know where they sent it and someone could be using my ACP benefits I don't know. But they don't take I don't have one or I don't know of your service and they don't explain!

      Business Response

      Date: 07/27/2023

      Hi ******, it looks like our customer service team contacted you last week and resolved your account issue. If there's anything else we can help you with, please give us a call at ************. - Excess Telecom

    • Initial Complaint

      Date:07/17/2023

      Type:Customer Service 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.
      The unit was offered with ACP program benefits. No financial cost for me...just a lot of aggravation, and several lengthy waits for customer service, which never happened. And use of my benefits, however much that was. I cannot afford a tablet with coverage, which is the reason I jumped at the chance. I put my trust in this company, who had access to my ACP benefits. Shame on them.I have tried to erase my information, from the few times I tried to use it. I am uncomfortable that I cannot erase what is on there. I am angry that a company would be allowed to access and use my benefits, in this way. ******** obviously did not check the practices of this business!

      Business Response

      Date: 07/27/2023

      Hi *****, thanks for reaching out through the Better Business Bureau and sorry to hear about your experience. We had some high call volumes recently, so you may have not been able to connect with our representatives on the phone. But if you call again at ************, I'm sure one of our representatives can help you. - Excess Telecom

      Customer Answer

      Date: 09/05/2023

       
      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:07/17/2023

      Type:Billing 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.
      Fraudulent company customer service doesnt answer and no way to cancel service online. Tablet/internet does not work yet I am still being charged.

      Business Response

      Date: 07/17/2023

      Hi ****, thanks for reaching out through the Better Business Bureau and sorry to hear about your experience. We had some high call volumes recently, so you may have not been able to connect with our representatives on the phone. Please give us a call at ************ and we can help you. - Excess Telecom

    Excess Telecom is NOT a BBB Accredited Business.

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