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

  
• 

  Hartman, David, Independent Rep. Excel Comm

  1816 S 950 W South Whitley, IN 46787-9639

• 

  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

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:07/07/2023

  Type:Billing 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.

  We are a small non-profit and had a landline with ACN for 9 years. We were satisfied with the service. We moved out of our building March 30. I called February 28, 2023 to cancel our service. Apparently, the customer service individual did not cancel the account and documented only that I had inquired about taking the phone number with me to a new service. I was charged (and it was automatically withdrawn from my bank account) for 2 more months. I used the chat customer service feature in early June and was told to ignore the current bill and that I would be reimbursed for the previous two months. At the end of June I received another bill. I used the chat feature again and was told that I did not cancel the service during the February call and that I would not be reimbursed as I have been using the service all of these months. We have not used the landline (or voicemail) since moving from our location March 30. Maybe someone called and left a voicemail but they could not have been able to do this if the service had been terminated as requested. We never checked voicemail as we assumed the service had been cancelled. I cannot remove the automatic payment from the website without adding another form of payment. I issued a stop payment from my bank before a payment for a third month is automatically processed. I am told a ticket was opened to request reimbursement for the past two months. I have not received an email confirming cancellation or that a ticket has been opened. Now I have received a notice that we will be sent to collections for an unpaid balance of $88.41. I am incredibly frustrated by how difficult it has been to cancel service and that I continue to be charged (with automatic payment) for a service I am not using. I would like to be refunded for the service cancelled and not used.

  Business Response

  Date: 07/18/2023

  Please see ACN's response attached.

• Initial Complaint

  Date:06/02/2023

  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 signed up as an IBO but within a few days terminated my position and the chat feature advised I would receive an email detailing my scheduled refund. No email was ever sent. And it appears that there is no phone number available to receive any confirmation. All I have is the screenshot of the chat and there are no customer service phone numbers available. Individuals are directed to text for assistance. This automated text platform is not effective. Simply put, I would like to be refunded or contacted directly to understand if my money is lost or what happened.

  Business Response

  Date: 06/08/2023

  ACN has received and reviewed the consumer's complaint and responds accordingly:
  
  
  ACN has confirmed that the enrollment fee of $324 was refunded on 31-May-2023 to a **** card ending in ****. ACN has communicated this to the consumer, ********, via email.

• Initial Complaint

  Date:04/21/2023

  Type:Billing 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.

  As a new Office Manager I was tasked to go through and find out why we are charged $130.00 every 28 days and what service that ACN provides. I have made several calls to them and they will not even tell me what services they provide for our company. After several attempts they flat out refuse to cancel services and stated if we cancel payments through our credit card that we will have to suffer penalties and credit collections. The owner has passed away years ago and they stated we need to email his Death Certificate, which we do not have in order to stop payments. Essentially they have been charging the company this amount for over a decade and do not provide us with any service at all, they just take the company's money and refuse to stop and accept our cancelation.

  Business Response

  Date: 05/01/2023

  ACN has reviewed the complaint and is looking forward to resolving the matter with *************************. ACN has contacted the complainant twice via phone at ************** on April 24, 2023 to gather more information. ACN will be reaching out to the Complainant via email to confirm the best date and time to speak. 

• Initial Complaint

  Date:04/14/2023

  Type:Customer Service 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.

  My 91 year old great grandmother pays for home phone service with ACN. She has not been able to dial long distance for the lat 2-3 months. She likes to family members who live out of state, sibling and children who it is important for her to talk to to feel connected to someone at this age. I have called several times on her behalf to try an and if there is someone that can help to fix the issue, but there has been no assistance at all. No one has said that she no longer has long distance service, so she is paying for a service that she cannot use.The customer service representatives have been less than helpful, and we have not heard anything back from them in weeks.Trying to use their website seems useless because I can't create an account to look for myself. Not to mention I tried calling during what I thought were late business hours and got a message saying they were closed. I'm really frustrated with the poor customer service we have received over the past couple of months, and it feels like we are getting the run around instead of having someone seriously attend to the issue.

  Business Response

  Date: 04/24/2023

  ACN has received and reviewed the complaint. At this time, have contacted the complainant directly via phone and email to acquire more information on the customers account. ********************** looks forward to connecting with Ms./***************** resolve this matter.

  Kindly,

  ****** **************************************** Specialist
  
  ACN, Inc.
  World Headquarters
  **************************************************************  28025-2449
  p. ************ 
  **********************************************************************************|*****************************************|    
  

• Initial Complaint

  Date:03/31/2023

  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 cancelled my services with ACN in February, to end services on March 8, before the next billing period of March 9. I had paid up until my last billing period. As requested, I returned the modem and cables in good condition to ACN. I got an invoice for the billing period of March 9 to April 9. I thought it was a mistake so I did not pay. Today, March 30, I got a reminder with the notification that they would send it to a third party to collect, I contacted them by phone to let them know that I am no longer a customer and that I do not have to pay for services that I do no longer use from ACN. The representative told me it was charged for the number of days that I was using the internet. I told her that I did not use their modem as of March 8, I disconnected everything and connected the equipment from the other provider. And that I have not used there services, since they disconnected me from their services.The customer representative could not help me and said it was already sent to a third party to collect. I let her know that I got the notice today and that that has not given me the 30 days. The conversation did not go anywhere, she said I had to pay the 75 dollars. I asked to be transferred to a supervisor. I was on hold, the same employee got back on the phone and told me the amount was for the modem that I returned, that it was in damaged condition. I told her I returned it in good condition on my end and that I want proof of ACN that the modem was damaged when it got there. She told me she could put in a request but cannot promise me anything and that I am still required to pay the amount. Otherwise it would go to a third party collection. I am getting mixed messages from ACN, first they say that it was for an internet bill and now they say it was for a damaged modem that I returned in good condition on my end.

  Business Response

  Date: 04/07/2023

  ACN has reviewed the complaint and has responded directly to the Customer. The following email was sent on April 4, 2023:
  
  Dear *****,
  
  I hope this email finds you well. I am following up on the voicemail that I left you today at ************.
  
  ACN has reviewed your BBB complaint (********) regarding your balance with ************* on account *********. We reviewed the account and see where you called on March 30, 2023 to inquire about the $75 modem fee. Given that you have been a long standing customer with **********************, we have gone ahead and credited off the fee so that your balance is now $0.00. Please note that you may receive one final bill indicating that the balance is $0.00.
  
  Please confirm the receipt of this email. Should you have any additional questions, feel free to contact me.
  
  Kind regards,
  
  *********************
  ***************** Specialist
   
  ACN, Inc.
  World Headquarters
  **************************************************************  28025-2449
  p. ************  
  ***************************************************|*****************************************|
  www.acn.com

   

  Customer Answer

  Date: 04/10/2023

   
  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.