Complaints

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

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• 

  ACN

  10150 Mallard Creek Rd Ste 400 Charlotte, NC 28262-4567

  
• 

  Excel Communications

  7720 N. Taylor Rd McAllen, TX 78504

• 

  ACN

  P.O. Box 79001 Detroit, MI 48279

• 

  ACN

  32991 Hamilton Court ACN Consumer Affairs Farmington Hills, MI 48334

• 

  ACN

  411 3rd Street Gwinn, MI 49841

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:04/07/2025

  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.

  04/03/2025 requested phn line be transferred to ***. Phone line opened with *** 04/04/2025 with 3rd party confirmation done same day to ACN to close on their end. 6 phn calls later my phone line is still connected with ACN. *** states and verified confirmation sent to ACN but ACN refuse to close phn line and I am still being charged for their service. Talked to several person both at ACN and *** and still no clear estimation on this issue being resolved. *** (by a Supervisor) has verified on their end all is good and that ACN is in violation of regulation's by still charging me for phone service when the phone line has been switched over to a different carrier. *** at ACN hung up on me because I requested to speak to a supervisor, he didn't seem to know anything about the switch that should have notes on my account this was happening. I would like this issue looked into so I can be done with ACN. I'm leaving them because they don't do much with home phone lines and the service is not what it was at the start of this relationship. I just want to be done with them not needing even cell phone service from them which was something my family was considering, but not now seeing they can't switch a simple home phone line. Thank you for your help in this situation!

  Business Response

  Date: 04/15/2025

  ACN has reviewed the complaint and responds accordingly:

  
  On April 8, 2025, ACN called ****** and advised her that we received confirmation from *** that her phone number completed the porting process as of April 8, 2025. ****** will be provided with a refund of $4.17 given that her account was cancelled on April 8 and her billing cycle is on April 10.

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

   

  They have contacted me and have resolved the issue. I will be contacting them with my last bill to see if they have issued me a credit

  
  

• Initial Complaint

  Date:03/26/2025

  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 purchased a lifetime membership with ************* several years ago at the cost over $2000. It's my understanding ACN acquired *************. There was no communication regarding the acquisition. I also understand ACN canceled benefits for TN members. I request a complete refund for my LIFETIME membership. Obviously, there was false advertising and fraud since lifetime memberships were ultimately canceled by the company that took over *************. ACN should be responsible for the refund since they acquired ************* and have not honored the lifetime membership contract. The membership is now worthless. The lack of communication and overall actions by ACN are abhorrent.

  Business Response

  Date: 04/01/2025

  ACN has reviewed the complaint and responds accordingly:
  

  On November 3, 2023, ACN communicated to Team National members that perks would be discontinuing and apologized for any inconvenience. At the time, members were given the option to become an ACN IBO if desired, however, since ************* ceased operations in Jan 2022 any refund that the Customer is requesting would not be possible as it would need to be issued by ************* and they are no longer operational.

  Customer Answer

  Date: 04/01/2025

   
  I am rejecting this response because: this is just an excuse by ACN. They took over *************. A Lifetime Membership is just that. ACN canceled all benefits to TN Members. They should be responsible for refunds to those members, plain and simple. They made the decision to cancel instead of honoring. 
  
  

• Initial Complaint

  Date:12/23/2024

  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 have been attempting to cancel my residential phone service with ACN (that I have had for many years) since October 2024 as my service had not been working properly since September. I have since gotten a new service provider, but I have been unable to contact anyone at ACN. Initially it was to fix my service and then to have my service cancelled and yet I continue to be charged, with automatic payments being taken. I was last charged for 3 months of service on 12/22/2024 for the amount $142.12. I have attempted many phone calls and live chats since October, but have received either errors, a notice that they are unable to detect my zip code or statement that they are not available in *****************. I have had a new service provider and phone number since October and need my ACN account cancelled as of October and to stop being billed. I have been in contact with my bank regarding these automatic charges, and while they initially had been able to stop my December payment on 12/10/2024, ACN continues to charge me. I am very frustrated with the inability to contact anyone at the company and how hard ACN has made it to fix my service and cancel my service, especially while they continue to take my money.

  Business Response

  Date: 12/30/2024

  ACN has received and reviewed the Customers complaint and responds accordingly:
  
  ACN can confirm that we began to have technical issues with our automated phone system starting on November 1 2024, which caused a lot of customers to not be able to contact our customer service department. This issue has since been corrected. We apologize for the inconvenience that this has caused. At this time, we have cancelled the Customers account and backdated it to November 1 2024. The Customer will receive a refund in the amount of $97.19, that is $45.93 for November 2024 and $50.26 for December 2024. This has been communicated to the Customer via email on 12/30/2024

• Initial Complaint

  Date:12/04/2024

  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 called ACN and canceled my residential home phone service this summer. They have continued to bill me. I have been trying to contact ACN via phone, text, and internet chat and cannot reach a person. Via phone, the system tells me it cant detect the zip code. Via internet chat and text the system says e-communication is not available in the **. When I try to call your headquarters I cannot reach a human.I have had a different residential home phone service since August but ACN continues to bill me. They need to cancel my account and stop billing me.

  Business Response

  Date: 12/05/2024

  On December 5, 2024 ACN sent the following email to the Customer:

  Dear ****,
  

  I hope this email finds you well. ACN Business Ethics has received your BBB complaint regarding your account, *********. Upon review of your account, we confirmed that on December 2, 2024 we received your letter indicating that your phone service has been with another provider since August.
  
  Unfortunately, we never received a port completion notification from your new provider, *******, which resulted in the continued charges of your account. 
  
  To resolve this, we have backdated the cancellation of your account to August 11, 2024. Your next bill will be generated on December 12, 2024, which will include the refund amounts for the months of August-December. These refunds will be automatically applied back to your method of payment. Please allow 3-5 business days after December 12, 2024 to view the refunds on your account. 
  
  We apologize for the inconvenience this may have caused. If you have any further questions, feel free to contact us directly at ***************************************** and reference case 01180103.
  
  Thank you, 
  
  ****** **** *******
  Ethical Assurance Specialist

   

  ACN trusts that this has resolved the Customers complaint. 

  
  

  Customer Answer

  Date: 01/08/2025

   
  I am rejecting this response because:

   

  I had phone service with ACN but canceled in August. I have had a different phone service since August. ACN continues to try and bill me. When I try to call them I cannot get through their automated phone service. When I try to chat on line, they say that service is not available in the **. I have written them a letter and they still are trying to bill me. I reported them to BBB in early december and they replied that they would take care of the issue and issue a refund. But yesterday (January 6) I received another notice of payment due from ACN.
  

  
  

  Business Response

  Date: 01/15/2025

  ACN has reviewed the Customer's rebuttal and responds accordingly:
  
  On January 13, ACN sent the following response to the Customer:
  
  Good afternoon ****,
  Thank you for your email. ACN has carefully reviewed your account and we confirmed that we backdated the cancellation of your account ********* to August 11, 2024. Unfortunately, the billing was not shut down simultaneously and we apologize for the inconvenience that this has caused you. To remedy, this situation we have properly applied the following refunds:
  August 12 2024: $66.25
  September 12 2024: $60.85
  October 12 2024: $61.33
  Total: $188.45
  These refunds were processed today, January 13, 2025, back to your card ending in 0227. See screenshot below. Please allow 3-5 business days to view the refunds on your end.
  Thank you for the opportunity to rectify this error. If you have any further questions, feel free to contact me directly. 
  
  As of today, January 15 2025 ACN has not received a response from the Customer and consider this matter resolved.

• Initial Complaint

  Date:11/19/2024

  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 assisting my family member, who is a customer of **********************, with a billing issue. We repeatedly tried for days to contact ACN to no avail. We entered my family member's information into the answering machine which answered the customer service number we called. However, it did not accept my family member's information. This was an incredibly frustrating experience, and I want BBB to investigate ACN's practices and reconsider the A+ rating. I am concerned that ACN is engaged in poor business practices.

  Business Response

  Date: 11/22/2024

  ACN has received and reviewed the complaint and responds accordingly:

  On November 22nd 2024 ACN spoke with the customer via phone in which, the Customer indicated that the issue has been resolved however she wanted to express her frustration with the difficulty that she had in contacting a ACNs customer service. We advised her that we are aware that our automated phone system is currently experiencing some issues and that we are working hard to resolve this matter. The Customer expressed that it would be helpful for ACN to implement multiple ways of being able to contact customer service. We appreciate the suggestions, and we'll keep it in mind for our next round of enhancements.

  ACN trusts that we have resolved and satisfied the Customer's complaint.
  
  

  
  

• Initial Complaint

  Date:08/09/2024

  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.

  My mother *************************, account # *******, resided at *********************************************. In 2022, because of her age and she has dementia we moved her to *******. I have consistently tried to reach ACN **************** to assist me in canceling the service. I was told by the representative that I needed to call from the customer phone

  Business Response

  Date: 08/15/2024

  ACN has reviewed the complaint and responds accordingly:
  ACN has successfully cancelled the Customers account as of August *******. The customer will receive a final bill on September 2, 2024.

  Customer Answer

  Date: 08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:07/25/2024

  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 paid this company for service and they removed my data. They told me it was a tower issue but then the agent set up a line to see if it would work it did. How can it be a tower issue if the other line work. They said a new ticket was going to be created but over a week no answer no fix no help!!

  Business Response

  Date: 08/08/2024

  ACN has received the Customer's complaint and responds accordingly:
  
  On August 2, 2024 ACN had a the Wireless Support Manager reach out to him to attempt to assist him. Unfortunately, ACN was not able to get to a resolution with the Customer given that the Customer became angry and hung up on **********************. We encourage the Customer to call or chat back in with ********************** Wireless to further assist.

• Initial Complaint

  Date:07/10/2024

  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 have been unable to reach ************* or ACN regarding a reported notification on the options available for ************* associates since their merger/partnership with ACN, from which I had purchased a lifetime membership of the former TN. That ********************* is associated with ACN, it would seem that the records would have been a part of her agreement with ACN for the transfer of that information for recruitment purposes of associates.

  Business Response

  Date: 07/18/2024

  ACN has reviewed the complaint and responds accordingly:
  
  On November 3, 2023, ACN communicated to Team National members that perks would be discontinuing and apologized for any inconvenience. Members were given the option to become an IBO if desired, however, since Team National ceased operations in Jan 2022 any refund that your are requesting would not be possible as it would need to be issued by Team National and they are no longer operational.
  
  ACN communicated this to the complainant via email on July 16, 2024.

• Initial Complaint

  Date:05/16/2024

  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 purchased a lifetime membership with Team National several years ago and I used it periodically for purchasing items directly from sellers and I would receive rebates. I hadn't used it in a while and decided to go back to begin using it again. I've not been successful with getting signed in, it's as if my account doesn't exist and ACN has apparently acquired Team National and I do not recall receiving any information from Team National not ACN about this change and now I have now way to earn back what the membership costs with savings.. This feels like a scam and I can't even access my account, to boot! I can't recall how much the membership cost but it was certainly dear to me. I am unsatisfied with promises not being delivered on, poor communication, and disrespectful treatment of myself and a member of Team National.

  Business Response

  Date: 05/23/2024

  On November 3, 2023, ACN communicated to members that perks would be discontinuing and apologized for any inconvenience. Members can become an IBO if desired, however, since Team National ceased operations in Jan 2022 the refund that the Customer is requesting would not be possible as it would need to be issued by Team National and they are no longer operational.

• Initial Complaint

  Date:04/04/2024

  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.

  Switched phone carriers and the company is still billing me for the next month.They claim we must contact them to cancel ... we have already switched the number to the new carrier yet they are still charging me.Additionally you cannot speak to them.. over an hour on hold plus they say to chat them but their chat does not take customers....what a scam

  Business Response

  Date: 04/19/2024

  ACN has reviewed the complaint and responds accordingly:
  
  
  ACN confirmed that the Customer's phone number successfully ported to another provided on March 11, 2024. Unfortunately, ACN's billing system did not proactively disconnect the Customers billing from the billing cycle. We apologize for any inconvenience this may have caused. At this time, ACN has cancelled the billing. The Customer will receive a final bill on April 26 that will indicate a pro-rated refund amount that will be mailed to him via check after the invoice generates.