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Complaint Details
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Initial Complaint
10/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Background:I received a free tablet from the companny and coverage through the affordability care act. I cancel;ed the account because I did not know that by having it, I screwed up my t-mobile account. When I called to cancel the *** said to keep the tablet. I wasn't using the tablet so I gave it to a friend who was having a hard time. My friend was robbed and they took the tablet. I was trying to find information about the tablet.Issue: I tried to login to my account, couldn't remember the password, so I hit a link to have a change of password sent to my email. I correctly changed my password. I went back to login and it said invalid credentials. I tried contacting the company but they listed no information.Business response
10/31/2024
Dear Better Business Bureau,
Thank you for making us aware. Since the account is inactive and closed the system does not have a login option for closed accounts. Since the account is closed, the *** card provided to the customer is not active with us anymore.
Excess Telecom
Customer response
10/31/2024
Better Business Bureau:No skin off my nose, I was just trying to help a friend, one of the reasons I gave him the tablet in the first place. I did find it a little sketchy that I was given a free tablet.
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
10/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Excess Telecom MSG: text received that **************** not used in 25 days. I have never created an Excess Telecom **************** account and my phone number is with a US ************ text received: 09 Oct 2024, no money paid, just want to ensure my phone number isn't compromised.Business response
10/15/2024
Dear Better Business Bureau,
Thank you for making us aware of this. We have removed this phone number from our system, and they should not receive any contact.
Excess Telecom
Initial Complaint
09/17/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Access Telecom notified me on my phone at one point advertising that the government program was being discontinued and that I would have to pay $16.00 minimum in order to keep my service, when in reality the program was being upgraded not discontinued, I found out by calling ******** customer service and they continued to enlightened me that I didn't need to pay anything, I'm still enrolled in the government program and my **************** is completely free still. Access telecom continued to charge me $16.00 for 3-4 months in a row and for the final month they tried to charge me $29.00 before I called customer service and it was explained to me that there is no need for me to continue paying Access Telecom for a service, and it is a scam. I would like a full refund for false advertisement and to discontinue paying them any money at all. Please contact me through the better business bureau to pay what is owed to me.Business response
09/27/2024
Dear Better Business Bureau,
Thank you for making us aware.
We have refunded the payment and contacted the customer via email.
******************** Support Team
Customer response
09/27/2024
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.
Sincerely,
******* ****Initial Complaint
09/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was offered a phone and service and never received it. It has been active and used. Appears my information was used to receive a free phone and service but someone else has been using it! I would like the phone I was promised regardless.Business response
09/23/2024
Dear Better Business Bureau,
We apologize for the inconvenience experienced regarding the device and service. After reviewing the account, it shows service was applied for on on 6/24, and the account was deactivated following a transfer out on 9/06. While the device appears to have been active and used, the report of not receiving it came in on 9/01.
We are currently investigating the situation and will reach via email to resolve.
Excess TelecomInitial Complaint
09/10/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Responded to add on ******** advertising free 5g phone with service for transferring my lifeline. No phone was sent instead a sim card only was sent that I can not use without a phone successfully terminating my service leaving me without anything . When contacted excess representative refused to honor add and instead tried to charge me for a device which was advertised as being free.Business response
09/18/2024
Dear Mr. **************** you for contacting us. After reviewing your account, it appears you were approved for a SIM-only service under your Lifeline transfer. Unfortunately, the phone promotion does not apply to your account, which is why a SIM card was sent.
Your service remains active, and if you need a device, wed be happy to assist, though the phone would not be free with your current plan.
Please let us know if you have any further questions.Excess Telecom Support Team
Initial Complaint
09/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I paid my phone bill yesterday and my phone is still inactive and I need help with the problem and nobody has helped me yetBusiness response
09/18/2024
Dear Better Business Bureau,
We have refunded the subscriber their payment for the inconvenience and their service is restored. If the subscriber has any further questions we would be happy to assist.
Excess Telecom Support Team
Initial Complaint
08/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have been getting texts from this company saying that I havent used my lifeline service for X amount of days and need to connect my device to the internet using data. I dont currently or have ever had an account with this company. They need to remove my phone number from whoever got a fraud account with my phone number.Business response
09/03/2024
Dear Better Business Bureau,
Thank you for making us aware of this. We have removed this contact number from our system which will stop all further contact. Feel free to reach out via our support team for any further inquiries!
Excess Telecom
Initial Complaint
08/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Today 08/26/2024 I received a SIM kit in the mail from EXCESS TELECOM 2 that I DID NOT ORDER... MY name... MY address ... Different phone number... i called them immediately and the representative tried to get me to give my information to him... told me that it was under a different name ... said he couldn't give me any more info since I refused to give him any of my info and because it wasn't my account that I didn't have an account with them... I told him I already have a lifeline service, didn't need another because that would s**** it up... he told me to ' hang on the card because I could use it if anything happened to the one I already have, throw it away or do whatever I wanted to do'... he was very rude on the phone.... I do not want any further contact with this company because I feel it's a scam. Thank youBusiness response
08/28/2024
Dear Better Business Bureau,
Thank you for your patience while we investigated this.
Upon reviewing our records, we found that the account was approved on 08-03-2024 and became inactive on 08-21-2024 due to a transfer out. We have confirmed that there are no other active accounts associated with your information in our system. You should not receive any further contact from Excess Telecom.Excess Telecom
Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The *** ended on 6/1/2024. On 6/6 I chose a p***aid plan. In July, my phone was totally shut off by Excess. They said I hadn't chosen a plan, but they had been paid to 8/5/224 automatically. On 8/17, they cut off the telephone part of service saying it had expired, even though payment was made on 8/5/24 through 9/5/24. They insist I have to choose a plan quickly or I will lose all functions, and they will not be able to be restored. I emailed, I chatted, and attempted to call on phone. First time, I was on hold nearly 2 hours before I hung up. This morning, I got right at opening; the *** was asking about my alternate phone number when he cut me off, and I have heard nothing since.My desktop does not work well so I need access to the internet through the telephone.Business response
08/28/2024
Dear Better Business Bureau,
Thank you for making us aware. We had a system issue that caused the customer to lose service. We have reached out to the customer and the service should be restored. If they have any questions, we have sent an email to help further resolve any issues.
Excess Telecom
Initial Complaint
08/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
August ******* I was offered a free phone and I never received a phone and I found out that I have active service . I believe that the sales person used my information and opened an account.Business response
08/22/2024
Dear Better Business Bureau,
Thank you for making us aware. After reviewing the account, we found an account that was active earlier this year in April and was disconnected on August 18, 2024. We do not have any newly active accounts under this information.
If you need further assistance or believe theres still an issue our team can reach out via email to discuss further.Excess Telecom
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Customer Complaints Summary
533 total complaints in the last 3 years.
350 complaints closed in the last 12 months.