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How to Cancel XM Radio
Posted by Captain Video on 11/22/2007
So, you've decided XM and you just don't get along anymore, eh? Time to move on. Perhaps you've received a notice in the mail from XM, letting you know that your contract is about to end. Perhaps your account is set to auto-renew. Time to cancel it before they charge your credit card.

So you log onto the XM website, and go into Online Account Management. You should be able to just un-check a box or something, and that should take care of it, right? You click on the Radio(s) and Subscriptions tab, and a little message appears: "We are in the process of updating your account. Certain features will be inaccessible for the next 10 minutes. We apologize for any inconvenience this may cause." Sounds reasonable. They must be doing some system maintenance.

You'll find, though, that this message appears not only ten minutes later, but ten hours later. The fact is, you're not going to be able to access that check box and cancel your account. So you try to use the venerable online contact form. It's not easy to find, but there is one.

You fill it out, stating clearly "Here is my account number, my radio id, my name, my address, my phone number. Please cancel my account right now."

If you walk away now, thinking you've accomplished your task, you're making a big mistake. XM has an unstated policy that cancellations must be done OVER the PHONE. Letters? Nope, not good enough. Email? It's ignored. And as you found out, the online account management doesn't work.

So you call 1-800-967-2346. A computer answers and insists that you speak your responses. You state "Account Management" as prompted, and then provide your zip code. The computer already knows your phone number, using caller id. It tells you it is accessing your account. It gives you a list of choices, one of which is "Cancel". You say "Cancel" and the computer says please hold, while it goes off to find a human being to talk to you. At this point, you may find yourself on hold for a very long time. There will be no intermittent message, such as, "Thank you for holding, we'll be right with you". You'll possibly think they have hung up, prompting you to do the same. You may give up at this point. Don't. There is a way to cancel, I promise. Just hang in there.

Or, instead of being put on hold, a person answers, asks you to identify yourself (the computer hasn't shared this information with him, sadly), and asks what he/she can do for you. You say, Cancel my account. A few seconds later, the line goes dead. (This happened to me twice. Coincidence? You decide.)

So finally it dawns on you that your account has been flagged, somewhere in the bowels of the XM customer service system. A little flag has been set to alert XM that you are trying to cancel your account. It's possible that the flag was set as your contract termination date approached. Any attempt you make to contact XM will be thwarted, due to this flag. They know what you're trying to do, and they're not going to make it easy.

All right, you say, so how DO I cancel XM radio?? Try this: call the 800 number. AS SOON AS THE COMPUTER BEGINS TO TALK, hit the zero key on your phone. The computer goes off to find a human being. At this point, XM does not know who you are. (They could, since they do have your phone number, but you haven't "logged in" by giving it your zip code, so you are anonymous at this point.) You get a customer service rep. His/her job is to figure out just what you're up to. Once you tell him/her you're trying to cancel, he/she connects you with someone in a faraway land, who seems to be having dinner with manner noisy people at the table. It's very hard to hear her, but hang in there. You're almost done.

When she asks why you're canceling, say you don't listen to XM much, so it's not worth paying for. She will try to sell you on various discounted plans. Say, "No, I want to cancel." She will say, okay, we will let you have XM for free for three months, but you'll have to call us back to cancel in three months. You say, "No, I want to cancel right now."

Just keep repeating the "I want to cancel" mantra, and eventually they will cancel your account.

Are you done? Not yet! This is where we separate the men from the boys. You will need to make sure they turn your access off. VERY important. If you are still receiving XM's signal, even if you don't want it, they have the right to claim you are using the service and they can bill you for it. But they can't do that, I hear you say. I told them to cancel the account! Oh really? Did you get that in writing? Of course not - they forced you to communicate via phone. They ignored your emails. They don't accept letters.

So what do you do now? Call them back and hope that they finally cancel, is all. I've kind of misled you. There really is no sure-fire way to cancel XM radio. Once you've signed up, you are at their mercy, until THEY decide to let YOU go.

     
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Posted by Sparticus on 2007-11-22:
Then after successfully cancelling.... Sign-up for Sirius... =)

Signed
Happy Sirius Subscriber
Posted by Anonymous on 2007-11-22:
Good post, very interesting. Why would anyone pay for radio in the first place? From what I have heard, it isn't anything that you can't already get for free.
Posted by Anonymous on 2007-11-22:
According to the contract a subscriber can cancel by email, regular mail or telephone. Another way would be to access the account management online and remove the credit card information. They also say that if the account is not paid they will cancel service after a 'grace period', but they don't say how long that is.
Posted by jktshff1 on 2007-11-22:
KenP: I, like Sparticus am a happy Sirius user.
I put 250 800 mile a week on my car, traveling my territory.
Having a radio that has a variety of stations to listen to that I am familiar with and have programmed, no matter where you are, helps the time go by.
Posted by Anonymous on 2007-11-22:
Sirius came free for 36 months with our new car. We like Sirius, once and awhile it will say lost signal but it's back within seconds most of the time.
Posted by Captain Video on 2007-11-22:
PassingBy - I would go online and remove the credit card information, if I could. As I said in my write-up, I can't get to that information. The page is "being updated" - apparently forever!

KenPopcorn - The lack of commercials makes paid radio worthwhile, for many people. Some of the channels play some great stuff. Some content is exclusive to XM. There are reasons. However, I am finding places online (Pandora, for example) with great variety, at no cost. I work at my Mac all day long, so online works for me. If I were a commuter, I'd have stayed with XM.
Posted by Captain Video on 2007-11-22:
Quick update: though I called to cancel yesterday, I am still receiving XM service. This leads me to think I haven't really been cancelled. Today I called (they work on Thanksgiving, I guess) (it's not a holiday overseas) and was reassured that the account was closed. The reason I'm still "receiving service" is due to a two-week free promotion. In two weeks, it will turn itself off, and I won't be charged a penny. Hmm. This is a cause for concern, since I just sold my Polk XM unit online. I would hate to be paying bills for service for some guy in Illinois, ya know?

Posted by Anonymous on 2007-11-22:
Maybe they can send an email stating the service has been canceled. Then at least you would have something in writing. Anything they say over the phone is worthless.
Posted by Captain Video on 2007-11-22:
I asked if they could send me an email or a letter confirming that the account was closed, but the rep said they didn't do that. Nothing in writing. Confirming a closed account is just standard business practice, but XM doesn't do it. I was able to get an invoice printed off the account management page, showing an account balance of -.39. They owe me thiry-nine cents. The invoice makes no mention of the account being closed, however.

This whole experience has been completely unexpected. I thought XM was a class outfit, until I tried to part company with them. Very surprising.
Posted by geather-c on 2007-11-23:
Just purchased a new car it came with xm sat radio and from what I have read you can be sure I will either send a payment(6 months or wait for them to send a discounted plan)then pay by money order then if I decide to cancel call them and send a certified letter with a copy sent to the attorney generals office in my state and a copy to the federal trade commission and go from there.plus send a letter of dispute to the big 3 credit reporting agencies.remember be on top and cover your A _ _
Posted by LarryDan on 2007-11-23:
Happy XM subscriber here, the cancelation stories are horrible, but have no plans to cancel in the foreseeable future. I am in the market for home kit for my roady xt tho...anyone know of good deal?
Posted by 2Snoopy2 on 2008-02-09:
I had similar problems trying to cancel my XM service, so after going back and forth with them I finally told my credit card company that charges from XM were not authorized and to be declined. This took care of the problem for me.
Posted by salvadorbriancastro on 2008-02-25:
THIS IS EXACTLY WHAT HAPPENED TO ME.

MY LAWYER RECORDED THE ENTIRE PROCESS.

YOU DOCUMENTED IT VERY WELL.

SAME NUMBER OF HANG UPS, SAME DISCOUNT OFFERS AND SAME B.S.
Posted by trilamdiver on 2008-06-03:
XM is not the only Sat. company that does this. Sirius does the same thing except it doesn't even have an online option to cancel. My wife was on the phone for over 2.5 hours with 5 different customer service reps before we got one from the cancellation dept. to actually cancel the account. While she was on the phone I had her cancel mine at the same time. We both had lease vehicles. So the try to talk her into a home unit. No thanks. Get away and get away fast The wife is writing the attorney general to complain about this deceitful practice. Hopefully people in the future will not have to put up with this B.S.
Posted by Tarik824 on 2008-10-06:
We went through this same crap last weekend. Maybe this will help some others.

First, try to do the online stuff. After that works or doesn't work, though, send a CERTIFIED LETTER WITH RETURN RECEIPT - this is going to cost you $6.00+, and you'll end up sending two of them - that's still cheaper than spending hours on the phone for most people.

Send the letter to the following individuals (as of 10/06/2008):

Ms. Dara F. Altman, CEO
Sirius XM Radio Inc.
1221 Avenue of the Americas, 36th Floor
New York, New York 10020

RL&F Service Corp.
Registered Agent, Sirius XM Radio, Inc.
P.O. Box 551
Wilmington, DE 19801

Sending this letter certified mail to these people is LEGAL SERVICE on them, and you aren't obligated to do anything more. You'll still have to watch your credit card statements to make sure that you don't get charged again, but this should be sufficient to terminate the agreement.

Here's a sample letter you can use, as well:
STREET ADDRESS
CITY, STATE ZIP
Telephone (123) 456-7890
e-mail XXX@ABC.NET

CURRENT DATE

Ms. Dara F. Altman, CEO
Sirius XM Radio Inc.
1221 Avenue of the Americas, 36th Floor
New York, New York 10020

CERTIFIED MAIL NO. (THIS IS A 20 DIGIT NUMBER ON THE STICKER THAT GOES ON THE ENVELOPE)

RE: Your Name
Street Address
City, State, Zip
Account No. IF YOU CAN FIND IT; IF NOT, PUT YOUR TELEPHONE NUMBER

Dear Ms. Altman

This letter is to confirm the telephone conversation that I had with one of your representatives on Saturday, October 4, 2008. On that date, I spent over an hour and a half on the telephone attempting to cancel my account. I had to make a total of four (4) telephone calls to your organization. After I told the first person that I wished to cancel the service, I was put on hold and eventually was cut off with a fast busy signal. After I called back and re-input my information, this happened twice more.

On the fourth occasion, I followed the instructions for cancelling that I found on the internet; specifically not to input any identifying information, but rather to go directly to the operator. I told the woman who answered the telephone that I did not want to be put on hold, but rather wanted her to stay on the line until I was successfully able to terminate my account with your company.

Eventually, I was connected to a person who attempted to cajole, entice and eventually coerce me into retaining service. I was firm in my resolve that I wanted to cancel my subscription IMMEDIATELY and receive a refund for any unpaid subscription that may remain. I was advised that it would occur “soon”, and that no written confirmation of this could occur. She declined to provide a name, employee number or any other identifying information to me.

This letter is to confirm that I want my account cancelled immediately. Based upon my experience and that reported on a number of internet web sites, I have little faith that the telephone call that I made will accomplish this result. As a result, this letter is being sent to you and to the Registered Agent for your company as notice of my desire. Any future attempts to charge services to my credit card will be reported as consumer fraud.

Please confirm in writing and within ten (10) days of your receipt of this letter that this account has been cancelled.

Sincerely,
YOUR NAME

Cc: RL&F Service Corp., Certified Mail No. THIS IS A DIFFERENT NUMBER THAN ABOVE
P.O. Box 551
Wilmington, DE 19801


NOTE -- DON'T BE STUPID -- YOU HAVE TO MODIFY THE DETAILS ABOVE TO FIT YOUR PARTICULAR SITUATION.

Make sure you keep a copy of the letter, keep the mailing receipt, and then keep the green postcard that's proof of your mailing (or you can do the web printout, which is a little cheaper). If you can't find these things later, then IT DIDN'T HAPPEN.

Good luck. You'll need it to get rid of them.

Incidentally - you can almost always find contact information in SEC (Securities and Exchange Commission) filings about who the corporate officers are, their office address, etc. Also, you can always serve a "Registered Agent" with any legal notice. When in doubt, go online to the Secretary of State in Deleware and look for the corporate name.
Posted by stuckwithxm on 2008-11-13:
Here's a way around the "10 minute" BS:

1. log in to your account and click "Radio(s) & Subscription"

2. you'll get the 10 min notice box, just hit ok

3. the link in your browser should be this:
https://xmro-secure.xmradio.com/listenercare/checkPermission.xm?forwardto=/listenercare/radioandsub.xm

4. change it to this instead:
https://xmro-secure.xmradio.com/listenercare/radioandsub.xm

That will get you past the box and into the acct management area. I dropped down to the $9.99/mo plan and hit submit. Unfortunately, it still didn't go through. I got another BS error instead: "Manage services operation was not processed." I bet if I was selecting a higher tier it would have worked perfectly!
Posted by fishnforfive on 2008-11-13:
I called the 800# started hitting zero it went to a CSR I told them my radio was broke she transferd me and was on hold for a long time. Finnaly someone answered I told them the same thing they tried to sell me a new one I told her I was getting a new one for my birthday and would call back an reactivate my account NOT!!!
Posted by IHATEXM on 2008-12-03:
This post is out of date. It is *almost* impossible to cancel your account. I've called the 800-XM-Radio number 4 times, each time getting a fast dial tone after being transferred around, sitting on hold, repeating my information and saying I want to cancel. I think the flag in the system is accurate - They make it impossible to cancel when they refuse to take your call by auto hanging up and won't accept email or letters.

So here I am on try #5...calling from a different phone number directly to a different supposedly "cancellation" phone # 800-998-7900 that the last person gave me before transferring me....HOLDING....FOREVER HOLDING....(pressing zero doesn't do anything)....wow, still holding. I might use all my minutes on this call....OK DISCONNECTED AGAIN.

Calling that number from a different phone now. Ok that worked. Call 800-998-7900 from a different phone number than your number on the account. It still takes a long time but you don't get hung up on. Success.

However, I had two radios (one for car and one for home) I only wanted to cancel the the home radio, but XM said in order to do that I had to make the car radio primary (sounds fine but wait) and in order to do that they were going to charge me a rate of $143 for 12 months (dec. to dec.) even though my current rate is $80 from aug to aug. So they were going to give me a $60 credit and then charge $142. Bull %$@&! I cancelled the whole thing. FORGET IT!
Posted by ricklighty on 2009-01-03:
i called 1/3/09. had the service for about 4-5 years. havent listened in a bout a year but just kept forgetting about it and getting that "updat" bs on the net. i called pressed zero, gave that broken radio and birthday story (golden btw. thank you). and the guy cancelled it for me in a 4 minute phone call. now ill just have to monitor my credit card statement for the next month. im set to get billed in a week or 2.
Posted by rsquirrel on 2009-03-03:
Unbelievably horrible customer service!
The same thing happened to me when I decided to cancel. The guy actually argued with me about cancelling. Then, after wasting all of my time on hold, etc. he hung up on me and I had to start all over.
This was only going to be temporary, until my business picked up again; but because of how badly I was treated today, they have lost me forever.
Posted by rubygal87 on 2009-04-20:
Thank you for writing this and giving me the know how and courage to persevere!!!!!! I not only got my 29.99 back that I was calling about but got a total of 71.17 back from where I tried to cancel in November and they did all the tricks on me and after over an hour I finally got hung up on!!! WOO HOO!!
Posted by ctsv on 2009-05-02:
very helpfull, try 1-800-998-7900,gets you a real person sooner. Yes,they try and try to make you change your mind. I told them i was going to sell the car and they wanted to know what new car i was buying, had to insist to CANCEL MY ACCOUNT. I was going to try to cancel on-line but this method, calling, was by far the only way to go. thanks
Posted by Teechur on 2009-07-10:
I found another way after having the same scenario two full years later. We had two broken radios (well, both were burned in a fire) and wanted to cancel those two. Both calls were disconnected. I finally sent an email (a third) to customer support and used the magic words, "Attorney General" and ta da! They canceled within 24 hours!
Posted by goebbels on 2009-07-31:
I've found that the simplest way to cancel any automatic withdrawl is to have the bank put a stop-payment on it. This works great for debit cards. I recently cancelled my xm radio using this method. Quick and easy. And no, xm will never have me as a customer again!!
Posted by BokiBean on 2009-07-31:
Its a shame you have to resort to stop payment to stop it. And doesn't that cost like 30 bucks to do?
Posted by Steve K on 2009-08-02:
It doesn't end when you finally get them to cancel your account either! My call only took 38 minutes (30 of which were on a silent hold) and 25 "No, I just want to cancel my account!"s. At that point, my plan to reactivate my service in a few months was out the door, because I never wanted to go through that cancellation process again.

A couple of days later they sent me a survey, which I was happy to answer. I vociferiously complained about the cancellation process and stated that they had lost a possible returning customer in me. Whether that really accomplishes anything, I doubt it.

About a week after the cancellation, I started receiving emails that offered deals if I would reactivate. They became so frequent that I finally clicked the unsubcribe link and removed myself from their mailing list. (Again a strange business practice to spam people that you want to do business with).

Thinking that I was finally finished dealing with this, I answered my phone a couple of days ago. I didn't recognize the number, and when I answered and they said, "This is XM satellite radio and we would like to offer you..." I told them I was not interested, not to call me again, and then I hung up.

They have moved me from a person who was slightly disappointed in their service, but considering returning, to someone who would never sign back up, and finally to someone who feels compelled to tell others to avoid them.
Posted by NO-XM-BS on 2009-10-23:
Dara Altman
Chief Administrative Officer at Sirius XM Satellite Radio

You can call the Headquarters:
212-584-5100

Press 1 for the company directory then enter the first 3 letters of her last name.

Leave her a voicemail with your concerns.

Or

Send her a message on LinkedIn
http://www.linkedin.com/pub/dara-altman/11/440/732

If your in my situation it can't hurt anymore than it already has dealing with their "customer service"
Posted by xrw on 2009-12-17:
I tried cancelling my XM by phone at first. I was repeatedly put on hold for very long periods then I woujld hang up. Since there is no way of cancelling online I wrote 3 different emails with no response. I asked my credit card company to not pay anything with their name on it and they obliged. XM then started sending me autodial phone calls, and letters stating that I owed them money. They have now sent my account to a collection agency but I will not pay. They also had the audacity to ask me to re-subscibe! Scumbags!!
Posted by Snorkel46526 on 2009-12-27:
I just attempted to cancel my 2nd radio. No way to do it online. When I called XM the first time, I was disconnected. I called back and the gentleman told me it was cancelled, but refused to send me any email confirmation that it was cancelled. So far, my 2nd radio is still showing up on my account.
How horrible is there customer service!
Posted by JoSo11 on 2010-01-05:
Even if you don't sign up, you're still screwed if XM is pre-installed on a new car that you buy. Here's my story:

I received a 3-month free trial period for XM Satellite Radio in my new 2010 Toyota Prius. I never used the XM. At the end of the free period, XM telephoned my husband and gave him a hard sell.


They told him that we could have another month for free. I don't know why he agreed to another free month b/c I never used it (I'm the primary driver of the vehicle), but he did. After that free month was up, I got a $38 bill in the mail for the next month, so I called to complain.

XM's customer service department is absolutely terrible. The first lady I spoke to could barely speak English, and she hung up on me after I was on hold for over 30 minutes. The second person I spoke to cancelled the account but refused to cancel the $38 service fee. I demanded to speak w/ a supervisor, and it took over an hour to finally speak to a supervisor. He also refused to cancel the $38 fee for a service I didn't want and never used. He said that they had a record that we called them in Nov and asked them to extend the XM. I told him his records were wrong b/c his statement was a complete lie. The entire process took over 2 hrs.

I would advise all any person interested in satellite radio to never do business w/ this company. For any person buying a new car, don't buy a car that has XM loaded on it. Make the car company take it off before you drive off the lot b/c the individuals at XM satellite radio are complete scheisters and will think nothing about stealing your hard earned money from you.
Posted by PepperElf on 2010-01-05:
would changing your credit card number work too?
or is this directly taken from your bank account?
Posted by Anonymous on 2010-01-05:
JoSo, I had a similar experience except that I never activated the service. Their heads practically exploded that I wouldn't want the 'free' trial, because I could always just call and cancel it at the end of six months. After the third or fourth call I had to ask them 'what part of I wouldn't take it even for free, do you not understand'? And by the way, why are you asking for my credit card for my 'free' trial?

I'm pretty sure I commute more than anyone else here, and I see no value in it.
Posted by PepperElf on 2010-01-05:
i love that phrase "what part of *whatever* don't you understand"

it's one of my fav military phrases =)

hey you can even use it for the reps!
"What part of cancel my account don't you understand?" =)
course they might hang up on you or something.


Oh... but if any of you live in NY state, you might want to know that in NY (not sure about other states) there's laws against giving employees a bonus for customer retention.

It was created in response to the AOL issues where reps would pull illegal stuff just to keep you in the sysem
Posted by skinnysweatyman3@yahoo.com on 2010-01-14:
Here's one. I don't really listen to my radio but always forget to cancel the subscription. A couple months ago, I lost my debit card and got a new one with a different account number. Somehow, XM got a hold of my new card # and started billing my new card. How the bleep did they get my new card number? I certainly didn't give it to them. And I can't even access that part of my account to delete it. Seems illegal to me.
Posted by PepperElf on 2010-01-14:
did you ask the bank about it?
Posted by goduke on 2010-01-14:
Skinny, it's likely that your bank thought they were doing you a "favor" and linked the old card number on automatic billing accounts to the new card.
Posted by bobrobertson on 2010-03-07:
i work for the cancel department at xm and its the shadiest place you will find, they hand out bonus for saving people so people will lie and say service is shut off when really it isnt and will disconnect calls in the middle of calls so they don't get deacts, i personally hate xm and will cancel most accounts if people get ahold of me, most people will not cancel your accounts though, if you need to cancel the direct number is 18009987900 dont go threw all that transfering stuff. save yourself just don't sign up for xm. they will probably track this and fire me but what the hell, I've personally seen people f*ck up everyones life and credit scores with this sh*t. also if they offer you 3mo free dont take it they will roll you over into a 3 year plan (400+dollars).
Posted by johnsislandgirl on 2010-03-15:
Thank you to the XM employee...I called the 18009987900 ...was answered by a real person right away (Gina)...not put on hold and she cancelled my subscription. She said I should lose satellite within a couple of days and my credit card will be credited with the unused portion. It was very easy. All took about 3 minutes.
Posted by Kev_Nak on 2010-03-26:
I had three radios with XM. Called to cancel one of them when I sold the car that it was in. They ran me through the hurdles listed to try and prevent me from cancelling which made me so mad that I cancelled all three of them. I also submitted a complaint with the BBB, which you can do online, and I would suggest everyone do. The BBB will actually send them a letter and do a follow up letter with you to see if the problem was resolved. In this case, it's not so much a problem to be resolved but to let the BBB know what XM does. XM's response to the BBB was "The problem wouldn't have happened if we cancelled the service upon his first request." Yeah --instead of using unethical tactics to try and prevent the cancellation of a service I didn't want. There's another website that I found that had all of the top XM execs email addresses when someone else ran into this problem. I really miss the service though. However, I'll never do business with a company that installs this type of "profit at all costs/screw our customers" practice.
Posted by DrDestructo on 2010-04-10:
Here's another way to cancel without a problem: Tell them you are switching to a Sirius radio. Same company but different account and reps so they seem to cancel without problem.
Posted by mikeshann on 2010-10-22:
their customer service sucks so bad. I have tried 5 times to renew my service after it got cancelled because my credit card got compromised and needed to update the info. The dropped my call twice, once couldn't change my mode, once she couldn't process my CC because their system was down and the last time i was on hold for what seemed like FOREVERRRRRRRRRRRR. Finally just gave up.
Posted by ugadogg on 2010-11-20:
I've been trying to cancel 2 of my XM radios for months and keep getting billed for them. Luckily, my credit card that's on file is no longer valid, so at least they can't keep charging me. I've been through the same runaround as everyone else...hung up on, 'free' offers, etc. As soon as I mentioned my attorney getting involved and requesting the CSR's name for the legal papers, she suddenly became very attentive. I will be making a follow-up call to the 18009987900 number to confirm that it was cancelled. I've been a customer for 8+ years and will be glad to be done with them!
Posted by carpediemtor on 2010-12-02:
Just to carry on this thread, I got a letter from a collection agent in the mail today. My annual XM-Radio account expired and they cut off the service and I figured that's the end of that. Turns out they had re-actived my account and sent the charge to the A-1 collection agency! You would think before they would affect your credit rating they would do a better job of trying to contact you.

I'm going to call both companies tomorrow but I will be letting everyone know load and clear, in person and on the internets, do NOT do business with XM Radio. They are scamming people and I will not tolerate it!! In this day and age for a company with that much visibility, it's suicide to blantantly scam people in this way!!
Posted by ROUNDSTAR on 2010-12-17:
I work for xm also and when i started i was told xm does not report delinquent accounts to any credit agency. xm also doesnt collect ssn's so any unpaid balance shouldnt appear on anyone's credit report. we know how hard it is to cancel. as employees we we were offered free service on any radioes we may have. very few people took advantage of it because it would be too hard to cancel if we ever left the company.
Posted by ktgirl on 2011-02-25:
Buyers beware!!!! I suggest you do not subscribe to SiriusXM... they are thieves! After cancelling our subscription they continued to bill us for two quarterly billing cycles and stated they had no record of our cancellation. They refuse to credit our card for the money they defrauded us.
- A concerned former subscriber
Posted by eltrippe on 2011-06-09:
Currently, after you try to cancel by email, they decline to permit that form of cancellation, but say you may do so by snail mail. I have just written the letter; we shall see how it goes. At least there is a written record of my request.
Posted by Elizabeth on 2011-07-13:
We cancelled our Sirius subscription after a few years of service because we sold the car. They keep telling me I have a refund of $113 dollars but it never comes. Called several times got the corporate run around. Each time they say 8 weeks and still it never arrives. Basically once they have your hard earned money they don't want to give any of it back. Worst part is they now have lost a customer for life. The worst customer service I have ever seen. Than have the gull to keep calling our house trying to sell us a service for a radio we don't even have anymore. Imagine all the people they owe refunds to that they keep just by dragging thier feet must be in the millions. I guess they figure that folks will just give up. While they rack up free money!! My hard earned money.
Posted by 3center on 2011-10-01:
Our radio stopped working and I bought a new one ($60). Then I called XMSirius and somebody answered on a Sunday afternoon. I told her I wanted to switch our subscription to the new radio and she said it would "unfortunately cost $15 to do so." I told her it *was* unfortunate, but what choice do I have?
Posted by lucky chuck on 2011-12-30:
I tried for 2 hours to canncel..then called 800-998-7900 --in 12 minutes I got chris to canncel my account and promise me $88. refund in 8 to 10 days on my C C account..we shall see..I blocked this Company from all future charges..good luck.
Posted by Web on 2012-01-24:
I actually couldn't believe it. I called 866.635.2349 to cancel and got someone right away. They offered some deals but I declined and they were not pushy. Now, lets hope it actually canceled.
Posted by Leonard on 2013-11-23:
Cancel the debit card you use to pay.
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Major billing scam
Posted by Netinrathdrum on 03/15/2008
For everyone that is having problems canceling service, email Joe Zarella, Executive VP
j.zarella@xmradio.com

I know this is lengthy, but if you think it takes you a long time to read it, imagine how much time I have invested in it and it still isn't resolved!

FOOD FOR THOUGHT:
XM routinely ignores cancellation requests and then bullies people into paying $27.50 they don't owe just to get them to leave the consumer alone.
If XM is doing this to 500 people a day and half of them pay just to make it go away, that is $6,875 a day, $48,125 a week, $208,542 a month and $2,502,500 a year.
I think the actual number is much higher.
Here is the email I sent to Joe Zarella.
To: j.zarella@xmradio.com

Subject: customer complaint
Size: 4 KB
Mr. Zarella,
In November of 2006 I purchased a new car. It came with a trial of XM Satellite
radio. At some point last summer, I was called by an XM Satellite rep trying to
get me to renew or upgrade, I don't recall which. But I DO recall specifically
requesting the service be canceled. I spoke to my SO and asked him if he ever
used it. He did not. They offered to give us another one for his truck to keep
the service. I declined. We again stated we just wanted to cancel the service.
They acknowledged that we were canceling the service and the call ended.
Several weeks ago I began receiving automated calls. Twice I tried to return
the call and was unable to get through. Finally, when I did get through and ask
what company I had reached, they demanded my name. They told me I had reached a
collection company and that XM Satellite had turned a bill for $27.50 over to
them for collections. The bill, they stated, was generated for services from
September to December of 2007.
I explained to "Jack Powell at ext 160" that I had canceled the service and did
not owe any money. He gave me another number to call (800-967-2346).
I called that number and spoke to Anthony. He stated that he would create a
"collection dispute" and someone would be contacting me with in 2-5 business
days.
As you can see, I started keeping notes since I had learned that your employees
are not good at doing what they say they will do.
I then received a message (on my voice mail) from someone whose name I could not
understand, stating that they had "reviewed my account and that my contract
clearly stated that I had to call XM to cancel".
I called the 800 * again and spoke to "Chris". Chris was very attentive and
after I explained the situation to him, he stated that my account would be
credited the $27.50. He gave me a reference # of (deleted). He told me it
could take up to 4-6 weeks for the collections department to stop calling.
A few days later I received a voice mail from "Trena" (I think that is what she
said her name was). She stated that she had reviewed the account and it would
NOT be adjusted. That my contract clearly stated I had to make the call to XM.
Have you ever listened to these calls? If not, I have saved them and would love
for you to hear them.
I called again and insisted on speaking to a supervisor who could settle this
dispute. After repeatedly being put on hold (which I strongly suspect is in an
effort to get the caller to give up and hang up) I was put through to "Ryan".
After speaking with Ryan he stated that the account had "escalated" and he was
transferring me to another department. The call was then cut off (BIG
SURPRISE!).
When I called back I spoke to "Camilla". She told me Ryan's notes stated that
he told me he would investigate further and someone would call me back. Well,
that is blatantly not true.
I insisted on speaking to a manager. Again, after being placed on hold multiple
times, I was put through to "Martin". Martin continually said that the contract
stated that I HAD TO CALL XM. I asked him if that meant that when a
representative of XM called me and during that conversation agreed to cancel the
service that I should believe that XM would not at that point cancel the
service. He repeatedly went back to "your contract clearly states". I asked if
this was a signed contract as I am unaware of a "contract". He refused to
answer. I asked him to record the call.
I have forwarded this information to the FCC.
For your own edification, you may wish to Google "XM Satellite complaints". I
was horrified to see that this is routine business for your company.
I would like to resolve this matter with no more effort on my part. If you or a
representative who is able to resolve this matter would like to contact me next
Tuesday or Wednesday you may reach me at (DELETED).
WELL, WE'LL SEE IF THEY RESPOND.
     
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Posted by Anonymous on 2008-03-15:
Doing this by phone will lead no where but to a hit on your credit report. You need to send a letter return receipt to the collection agency demanding they provide proof that you never canceled the service.
Posted by Anonymous on 2008-03-15:
These guys are fast getting the same reputation as DirecTV and Dish Network. Can't believe what they say on the phone, try to get them to send you and email or put what they say in writing.
Posted by Iowa86 on 2008-04-28:
I agree scam, is the right word. I also I have been scammed from XM. They have canceled my account 3 times saying my card does not work, I have called my bank and they showed not activity from XM on my card, now this card has been on file for 6 years and XM has been charging the card for 6 years. This is a scam I think to have customers pay for the activation fees.
Posted by StuckinLodi on 2008-11-10:
I too have been scammed by xm. I rec. a defective radion in Feb 08 and called several times over 6 mt. to resolve. Finally, I had had it and wanted to cancel. They told me I would be charged a 100 can.fee because it was before my contract expired (what contract?). I was told I could upgrade my radio and avoid any charges. I bought a new radio from them and was supposed to rec. a 50 cred. for my trouble and 30 cred to cover ship and act. fee for new radio. Well imagine my surprise when the next month I was charged (out of my bank acct.) 200 canc. fee! It has been 2 weeks now since the charge and I have called xm everyday to find out the developments. Everyday they tell me someone will call me back and that my prob. has been "escalated". No one has EVER called me back. There is a credit on my xm acct. for the 200 but they told me it would go back into my bank acct. Now they say "wait 5-7 bus. days" for this to show up in my bank. I ask them if I could send my bills for milk and food for my kids since they are keeping the money I would use for this. The woman from some non english speaking country acts like she doesn't hear me. I am sooooooo frustrated by this company. I have filed a claim with the better business bureau against them and hope I get some results. Please do not ever use XM radio. They are thieves!
Posted by jojo65 on 2009-03-02:
Xm radio or a collection aency called me on the phone at 6pm a week ago. Sid i owed them $20..00. I don,t remember signing up for continous service. therefore, they won,t get it. The collection agency is an international bunch of idiots, i could only understand a few words she was saying. I thinkwe all should sue. Phil
Posted by JoSo11 on 2010-01-19:
This same thing happened to me (although they said I owed approx $37). After filing a ton of complaints on the internet and w/ federal agencies, they now say I owe $7 instead of the $37. They're the biggest bunch of crooks I've ever seen.
Posted by Ann Smith on 2012-11-21:
I will agree with all the above comments. My car came with 6 months Sirius and then the service automatically stopped. I renewed after being inundated with offers and now I can't get the service discontinued and they charged my credit card without my authorization. Thieves.
Posted by Peter Langdon on 2013-06-02:
I have been unable to get my subscrition cancelled. I was told it would be cancelled but discovered today that my credit card has been charged with 12 months renewal. We need to get a class action law suit going against these low life crooks!!!
Posted by Peter Langdon on 2013-06-03:
I sent an email to Joe Zarella as advised. The message was bounced back as undelivearble. Why is there no investigations being pursued into Sirius XM by FCC or others?
Posted by Lily on 2013-07-13:
July 13, 2013
XM demanding extension of service for
radio never activities! Offers with
$25.99 payment for 3 months plus $75.
fee upon non extension cancellation of
service. Been a customer since 1996.
No results and definitely believe FTC
should be involved. Account continuously overbilled
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Fraudulent Billing Practices
Posted by Sailon1 on 02/07/2009
CHICAGO, ILLINOIS -- Like other posters, I purchased a new car with free XM for a period. I subscribed for one year when the free period ended. At the end of the year, I received to renewal mailings. We had decided to cut costs and didn't plan to renew. A third mailing indicted we needed to call XM "to avoid further charges." We called and cancelled. We were offered discounts to renew but rejected. It seemed all was fine. But then we receive a bill for about $20. A lengthy call to customer service indicated that the fine print on my contract was that I was a subscriber until I called and cancelled. Now, I have a lot of purchase agreements, many are "evergreen", but I know they are, and they don't send me renewal mailings. I understand that. But when XM sends the renewals, and I opt not to respond, there is a clear understanding to me, I have not agreed to service beyond my prior year subscription. XM customer service treated me like an idiot and refused to waive the fee. Unlike most smart and customer focused companies, it seems they could care less about my lifetime value as a customer.

I likely would have subscribed again in the future, had they treated me fairly and honestly. But, this billing practice is very misleading. And their customer service stance has me writing this rant. I will write more and share my thoughts on XM at every opportunity.

Not fair XM!
     
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WATCH OUT for XM Radio billing! WOW!!!
Posted by Xm-rips-you-off on 01/22/2010
XM Evil Empire
XM Evil Empire
DETROIT, MICHIGAN -- I pay annually for XM service. This past October (09) was when my latest annual subscription was up. Due to the economy, I decided not to renew. I wrote "cancel" on the renewal form, mailed it in, and thought everything was finished. Boy am I surprised now to get a COLLECTIONS notice!!! This is for the past three months apparently as they have continued charging me! I called and thought I could explain the situation and get it resolved. No way. These folks didn't even want to listen. They kept repeating their standard talking points concerning having to "call in" to cancel. Apparently, no written or other form of communication is allowed to cancel. You have to call or else they continue your service until they realize you aren't paying. Then they cancel the service and send you a bill and a collections notice for the remaining amount due. What a total rip off! I had planned on renewing my subscription at some point as the economy turns around, but YOU CAN FORGET THAT NOW XM!!!

I am now a walking advertisement "against" XM or SIRIUS radio service. I figure I can at least affect a few folks regarding their service. Dear XM: Is this really worth $51.39 to you? Wow.
     
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Posted by tnchuck100 on 2010-01-22:
The fact is if you call to cancel they will say they need it in writing. If you note it on the bill they never see it. If you send in a written cancellation they will say you need to call.

To cancel send a written cancellation with the specific date of cancellation. Send it certified mail/return receipt requested. Then you can tell the collection agency to sue you or pound sand!
Posted by Anonymous on 2010-01-22:
". I wrote "cancel" on the renewal form, mailed it in, and thought everything was finished."

You didn't go through the proper channels of actually cancelling your account.

They won't see things like that. On one of my bills, the return envelope has specific instructions on what not to do.
For example:
Please do not:
1. Send Cash
2. Use staples, paperclips, or tape
3. Fold check or statement
4. Send notes or letter with your payment

They are very specific as to how you cancel with them.

"1. Cancellation: You may cancel your Subscription at any time by notifying Listener Care. Your cancellation will become effective on your next subscription "cycle date," which is the next month anniversary of your initial activation date (i.e., if you activated your Subscription on January 15and cancel on April 1st your Subscription will end April 15th). A cancellation fee may apply."

When you contact that same person, in writing, you must:

If you contact XM Listener Care in writing, please include the following information:
• Your name, service address, and account number.
The dollar amount in question
The details of your question.

All this stuff that you're griping about is in the terms of service you received when subscribing to them.
Posted by Hagar3 on 2010-09-07:
I fully agree with the comments. They have added fees for royalties and for the once free internet radio. I found no way to unsubscribe and when I called to unsubscribe I was told that the accounts renewed automatically and they could not change that. I was finally transferred to another number where they finally offered discounts and free service to remain a subscriber. I refused. There were extermely long waits for both calls.
Posted by Anonymous on 2010-09-07:
I love listening to XM radio and it's competitors in my relatives car, but after hearing the NUMEROUS complaints involved with the subscriptions and cancellation policies, I'm ranking them right up there with Ashley's Furniture on places I will NEVER do business with. I'll just keep on using my cd player and am/fm radio in my truck.
Posted by jktshff1 on 2010-09-07:
I was one of the early Sirius subscribers. I really like mine and have had no problems
Posted by xm4life on 2010-10-01:
hey u had the service and again they did say u have to "call to cancel" not write it on a piece of paper. it is
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Xm Radio = the worst customer service ever
Posted by Natvan on 06/21/2006
SEATTLE, WASHINGTON -- I strongly advise against using XM Satellite Radio's online store.

I ordered a Pioneer Inno portable Mp3/satellite radio receiver from XM back on Wednesday May 17th for my vacation I was leaving on the following Tuesday. I decided to spend the extra $40 for overnight shipping to be sure I got it on time.

When I realized it wasn’t coming in time and hadn’t heard anything from XM Customer Service, I emailed OrderInfo@xmradio.com to cancel. It bounced back. I called to cancel the order. I was told it was too later but they would get back to me within a couple days. They didn’t. I called again later that week (while I was on vacation, since $400 is a lot of money for me) and learned it was backordered (news to me!) but they would "try to cancel it" by submitting a request to their corporate offices.

It finally arrived June 2nd (the day after I got back from vacation). I emailed again (OrderInfo@xmradio.com) and it bounced back, again. I called again, and was told to refuse delivery and that I'd receive a full refund at the most within 2 weeks.

I had to argue why I deserved a refund on the shipping.

Yesterday was 2 weeks from the day they received the package back (based on the FedEx delivery confirmation) and I called, again (3rd or 4th time). They said they had to submit another request to their corporate offices and would get back to me within a couple days.

I am wondering if they have corporate offices at this point.

I could rant and rave all day about this, but I’m hoping the above story should summarize my experience. I sincerely hope it deters at least a handful of people from doing business with XM Satellite Radio who has consistently been a nightmare to deal with.

And I really hope I get my refund.
     
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Posted by Brenda Leah on 2006-06-21:
Sirius is better! :)
Posted by rush2112 on 2006-06-21:
I'm switching to SIRIUS as soon as my subscription runs out.I had problems trying to activate my second radio only to find out the next day on the news that NASCAR radio is moving to siruis starting in Jan of 07
Posted by Anonymous on 2006-06-21:
Houd de raad die op uw situatie wordt gepost. Goed geluk
Posted by Anonymous on 2006-06-21:
Keep the board posted on your situation. Good luck
Posted by Sparticus on 2006-06-22:
I've got Sirius and I love it! I haven't listened to regular radio in 7 months. I will say this however, and I think this is the case for both XM and Sirius, you will have trouble with reception in large downtown areas (tall buildings) or in parking structures or going under bridges, etc. But on the flipside, you have great reception/channels while driving anywhere else across open road. I live in a suburb of a big city and I have not had any problems with the service.
Posted by Brenda Leah on 2006-06-22:
Yeah Sparticus is right. I also get better reception in the winter when there isn't any leaves on the trees. It's sooo worth it though!
Posted by natvan on 2006-06-23:
Wow - I didn't realize so many people had read this and gave comments. Thanks for your support!

I spoke XM today and they promised (again) to refund the money in 24-48 hrs, but refused to reimburse me for the shipping even though it arrived 2 1/2 weeks later and I was never told about the backorder.

For the record I ordered the item overnight specifcially for a trip I was leaving on in 4 business days, hence the cancellation. I don't think that makes me nuts....
Posted by Bobbieboop on 2006-06-25:
I hate XM Radio and Their customer service.
I had their stinking radio for three months. after 2 months, my radio kept losing signal, i called to complain, got put on hold for like 45 minutes, then they sent me to tech support, they asked me a bunch of moronic questions and then said that i need to try to move my antenna around on my car.
I moved my antenna..worked great until i got to the end of my road then went to no signal again.
Called XM told them to cancel my svc after no signal for three days!
They offer me free 3 months of service..i refuse..just disconnect my svc.
Then i get a bill at the end of the month!!
I have to call back AGAIN an because my radio was on ONE DAY into the next billing cycle they billed me a full month!
I was on hold for 20 minutes..then they told me i needed to call another number. So i called another number and was on hold for another 35 minutes. I hung up and wrote a nice "love letter " to XM basically telling them to CRAM their radio and it didn't matterif they gave me FREE radio for the rest of my life i still didn't want their CRAP!
They finally agreed to zero out my balance and i threw my xm satellite radio out the window doing about 70!
I will never have it again.!
My husband has Sirius and he has had no problems!!!!
Posted by stuccoman on 2006-08-24:
XM Radio has learned some tricks from AOL-Try to cancel XM Radio you have to talk to at least 4 reps. One rep asks you an intire list of questions and after 5 minutes says I'm sorry to here you are cancelling I'll send you to the cancellation Dept. Three reps later I'm not cancelled. This is an obvious game please let me know if anyone else has had this problem. Aol got in a lot of trouble doing this!!!
Posted by greggh on 2007-01-17:
After signing up for XM for a year I was surprised that I was charged a renewel for another year. My fault I suppose as I did not read their terms. Trying to cancel and get my bank account credited back is impossible. I called and they said they would cancel and credit me back. A week later nothing. I call again and they say it's not even canceled. They try to cancel it. Im told they are having problems with their system closing it out. They have to "escalate" the problem. No word from them for almost another week and still no credit back. I call them a 3rd time and they say my bank account should have been credited back. Well I still don't see it and its been 6 days since it should have been. Now they say they have to escalate it again and to expect a phone call from them in the next two days. We'll see what happens. I am thinking it wont happen. Guess I'll have to take it up with my bank now. If this story can help anyone stay away from XM I hope it does.
Posted by ckeithley on 2010-01-19:
Unfortunately XM and Sirius are now one. Their Philippines-based customer service leaves little wonder why the company has lost so many of their once loyal customers. I spent many hours arguing with these people to no avail. They have no authority to remedy customer concerns, refuse to transfer you to someone who can, and could generally care less about the customers. My issue was finally resolved after finally locating the telephone number for their "executive department". Speaking with anyone else is a complete waste of time. Their representatives will tell you they've fixed a concern when in reality they've done nothing. Their primary goal is to get you off the phone, not solve the problem that caused you to call in the first place. It's another case of outsourced, foreign customer service destroying a company's customer base while upper management tries to discover why. These people are worthless. It's a true shame considering how popular XM was once upon a time. There was a time when it was actually a good service. No longer.
Posted by Cathybeth on 2010-11-29:
Could you please hand out that # ckeithley? I have been dealing with the over sea's "customer care". They took over $800 out of my checking account for a $12.95 bill.
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How to get your money back from XM when improperly charged
Posted by Deadfan on 03/27/2009
I sent the following letter to XM Radio, requesting removal of a charge they applied that I did not authorize. Not only did I send it to the email address XM says to send to on their website (listercare@xmradio.com), but I looked up who the senior management was at XM/Sirius (CEO, COO, Sales/Mktg SVP, etc.) and found that the logic XM/Sirius uses in their email system is first letter of first name followed by entire last name and sent the letter to both @xmradio.com and @siriusradio.com for each name. The @xmradio.com emails were returned unsent, but the @siriusradio.com went through! This morning I received a call from XM Corporate indicating they got my email and completely removed the charge from my account and sent an email confirmation to me as proof (upon my request. I figured I'd post this to help the MANY people I see are having similar issues and feel there's no possible solution. The execs you can send emails to include: mkarmazin@siriusradio.com, sgreenstein@siriusradio.com, jmeyer@siriusradio.com and daltman@siriusradio.com. Here's the letter I sent:

-------------
To Whom It May Concern:

Three years ago I signed up (over the phone) for a 3-year subscription for both of my cars (radio ID's: XXXXX and XXXXX), paying in advance. My 3 year commitment expired and I was debating on whether to renew, but had not decided yet. Today I received 2 invoices for $34.05, indicating a past due amount. I called your customer service to understand what the charge was for and was told that because I did not call to cancel my 3-year subscription, it automatically renewed and was shut off because of non-payment. I was told that it was my responsibility to go to your website to understand the terms and conditions, which indicate I needed to call to cancel.

I am disputing the charge and would like it removed from my account and not sent to collection, in that I never signed, nor agreed to, an automatic renewal. I signed for a 3-year plan and expected that at the end of my commitment, I would not have service if I did not renew, no different than a magazine subscription.

I asked to get escalated to a supervisor (Will -employee #47809), who told me that he was the furthest I could escalate to and that I should've gone on your website to be familiar with a term and condition that required me to physically call to cancel my subscription. When I asked told him how people would be expected to do that if they did not have internet or a working computer, he told me I/they would need to go to the library to access your website. When I asked for a call back from his manager, he told me it was unlikely I'd get a call.

I am outraged that this has happened and planned to re-subscribe in due time, but have serious doubt about it now, learning that this is how you treat a customer who had faith to sign and pay for 3 years in advance. I would greatly appreciate it if you would acknowledge removal of this charge, in that I do not want to have to deal with collection disputes and other time-consuming/costly effort to defend myself. After Googling to see if there was anyone who had this same problem, and how they got it resolved, I was appalled to find this is a BIG issue and not uncommon. Please prove them wrong and waive this charge.
-------------------
I hope this has been helpful to you! Good luck!
     
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Unbelievably bad customer service..
Posted by Margaretm on 08/29/2006
LARGO, FLORIDA -- My husband and I have had XM radios for over a year now and had few problems , apart from having to refresh our signals now and again. Last week we both had a "no Signal" message, and could not get in to the website to refresh - email not recognized. I called XM radio and first had to deal with the computer voice that kept hearing a D when I said a B, for my radio ID. Finally I get a live person - India I think. This customer service rep listened to nothing I said and we went thru all this useless script of making sure antennas were plugged in, changing their positions etc. Still no signal. Then I'm told I have to sign in to a different website to refresh the signals using all caps??? Go figure. I do manage to now sign in to original site - without caps and refresh signals. My radio now works intermittently in my office before fading to "no signal". My husband's, which is on a smaller antenna picks up no signal. It has worked for a year on this antenna in this position. We are now four painful calls later, first battling the computer voice and then foreign customer service reps who have NO clue and stick to a script no matter what one says. Now I am being told to contact Delphi since the radios must be malfunctioning. It does not take a rocket scientist to determine the problem is their signal strength. I am astounded at how this company is run - or not run.
Margaretm
     
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Posted by Hugh_Jorgen on 2006-08-29:
Check out one of the XM Fan sites and see if anyone else is having the same problem - especially in your geographic area.
Posted by rush2112 on 2006-08-29:
i have 2 xm radios over a year now,1 in car and 1 at work no problems at all. Any new foliage or builing construction impeding your office reception?
Posted by margaretm on 2006-08-31:
Thanks for the response guys. Yesterday at noon suddenly both radios started working - picking up the signal and both are still receiving just fine. So obviously whatever problem there was, was fixed. It would be nice if customer service could just tell their clients there is a problem, instead of such a great big run around. I love XM if there are no problems. If you have a problem, watch out - you are on your own, and if you do call their customer service, take your blood pressure meds before doing so.
MargaretM
Posted by Floyd007 on 2006-11-09:
Margaret,
I am experiencing the EXACT issue now. And, I had the exact issue several months ago. Last time it went away after awhile. And, I also get the runaround. The first Customer Service Rep actually told me "yes, we are having a lot of complaints, we are working on it." Since then, I've tried to get an ETA (so I can quit just checking and getting frustrated) but they continue to try to run me through their scripts.

I LOVE XM. But, if it's not working, it's worse than no radio.

Thanks for allowing me to vent.

Hopefully they are working on this.
Posted by brwnbarbie on 2007-02-20:
XM satellite customer service is awful! I had to contact them regarding billing issues and the representative had such a heavy accent, I could not understand what she was saying. Then she continued to get an attitude as I kept asking her to repeat herself. Of course this was after a ridiculously long hold time. Just recently I had another billing issue. They continued to bill me after I prepaid for my service and my hold time was over an hour! Keeping a customer on hold for that long is utterly ridiculous. They need to hire more representatives or something.
Posted by MarkD60 on 2007-08-31:
I notice you're in Florida, My Girlfriend and I both have had "NO SIGNAL" for about 3 weeks. I think it because we're so far south and the satellite orbit is decaying.
Hopefully XM will adjust the satellite and things will get better, but I understand that XM and Sirius are trying to merge and both are loosing money. So watch for this problem to move north slowly.
Posted by rperry101 on 2007-11-19:
I have had XM for a year and a half and it is miserable. I live in NW Oregon. I drive 275 miles every night. I go from the Tualatin Valley to the coast and back. Radio reception in the mountains is non-existant. I thought XM would work better. It doesn't. One stretch of about 30 miles is a plateau. All farming, no buildings higher than a silo. Mountains far away. Some nights XM comes in 5x. Other nights it will be "NO SIGNAL" all the way. Other nights it will fade in and out. Just fine when listening to Old Time Radio and it fades out just at the climax or the punch line. Sometimes I go for days looking at the "NO SIGNAL" message. In my home town (which is small and has no building over 2 stories) there are dead spots where the XM fades completely for a block or so. One of the dead spots is next to a car wash. The car wash is one story. When I am in the car wash I put the antenna inside on the dash. It works fine. When I leave and go back to the street, it fades out. XM says adjust the antenna. There is no adjustment for the antenna. It is a little flat thing that sits on the roof. What adjustment can be made? XM says it must be my equipment. When it works 3 out of 4 days, how can the "NO SIGNAL" be the fault of my equipment on the one day that it chooses not to work?

I don't see the merger of Sirius and XM as having any benefit. Both have crappy service, crappy reception and crappy programming. How can combining two crappy money losing entities improve anything?
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Poor Customer Service
Posted by Jbro on 05/26/2006
VENTURA, CALIFORNIA -- I really have to comment about the poor customer service I received over the last few days. I have been a loyal XM subscriber for several years and it finally came time for me to replace my original SkiFi with an updated model. I also had an XM direct I rigged to run on my PC that I had not really been using for about 9 months and wanted to take them off of my account. I tried to call 2 days ago, I was put on hold for 45 minutes, only to be redirected to a line so static filled, I could not make out the voice of the person on the other side and we had to disconnect. Today I am trying again, Over a total of 69 minutes and 20 seconds I was on Hold, told by the service rep 58 minutes later that he could not terminate service, transferred to another service rep who took my radio information, poorly read a script on why I should continue to get XM radio on my replaced and unused systems (I had to tell her "Let me read from my script --I - WANT - MY TWO - RADIOS - DISCONNECTED"). She put me on hold again for the final 8 minutes where I was then disconnected. So here I am again, listening to horrid french pop music that you use for hold music ( I am convinced you use this torture to get people to hang up ) along with the occasional interruption regarding heavy volume of new subscribers (Hmmmm, didn't your CEO just announce shortfall in new users?). I think this is a cheesy excuse to cover up that you have woefully understaffed your human customer service reps and will do everything possible to constantly charge customers for service they do not want. I would have happily visited your website to disconnect service on these 2 radios, but I can't do that, I HAVE to sit through this voice mail, hold, automated system to get you to stop charging for these 2 systems. So I will start by submitting this letter to your customer Listener Care system and continue to post it it to every internet complaint site I can until I get off the hold music (I am now at 14 minutes + on this second call) and get ahold of someone competent to take care of something that should have been simple to take care of. I wonder how Sirius would have handled this problem?
     
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Posted by Sparticus on 2006-05-27:
The shortfall in new users is probably due to folks signing up with Sirius. XM just doesn't compare when you look at the programming/channels.
Posted by Brenda Leah on 2006-05-27:
I have Sirius. I loooove it! They never have long hold times and are always friendly.

Plus Sirius has much better programming.
Posted by mahena4717 on 2006-06-07:
maybe then you should go ride with the big dog and become a loyal sirius subscriber...
Posted by crazyred on 2008-01-07:
I just had the WORST customer service experience of my life with XM radio. All I wanted to do is cancel my account because we don't use our radio enough to warrant paying 142 dollars a year for it. I spent more time on hold than I ever have in my life, and when I finally did get a human on the line they were not only rude to me, but they were not helpful and I got transferred and put on hold AGAIN. I finally came online and tried to cancel it, only to get a message that my account was unavailable because it was being upgraded. I thought this was wierd so I Googled "How do I cancel my XM service" and lo and behold I found many links to this site and others where people were complaining about this very problem. I then follwed the advice of someone who wrote a review here and pressed 0 when I first got the computer prompt and was connected immediately to a service rep that didn't speak English well and was obviously working in the midst of a busy mall or something fiven the background noise. I was done being nice so I told her that "I wanted to cancel my service NOW and DON'T put me on hold-you have a computer right in front of you and I know you can do it! You are preparing to charge my credit card without my authorization and that is illegal so I suggest you hit cancel RIGHT NOW!" Guess what? She didn't hesitate to immediately cancel my service, she didn't try to win me back, she didn't argue- she did it. Now we will see if she actually did it or if I have to dispute a charge on my card at the end of the month since they don't send you anything in writing to prove that they actually cancelled service. I am now on a personal crusade to assure that no one I know, nor anyone THEY know ever gets XM radio. It's a huge scam if you ask me and I'm thinking of reporting them or organizing a class action lawsuit against them for unethical business practices.
Posted by NickyNickyNicky on 2008-10-07:
Sadly I'm in the same "On Hold" Loop for the Second Day as I too try to cancel one of my XM accounts. Twice I have gotten through the first phase of cancelling, but the minute I question why I have to keep repeating ALL my info again to the 2nd person I either have been put right back on hold or have just been disconnected.
Posted by tscharron on 2009-11-05:
Is furious with XM radio and may have to get an attorney! Thinking about XM...DON'T DO IT! I've had XM since it came out and at minimum of 2 times a year they have screwed my account up & I pay annually for 4 radios! Now they are charging my account for 4 other subscriptions for someone else and even sent the radios to me. The radios were charged to someone else's credit card even. They won't send a prepaid shipping label to return them and they want me to take them to the UPS store and pay to send them. They said they would then credit my credit card for the shipping fees! Now waiting on a call and fax from them but I'm not holding my breath.
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Automatic renewal after 3 years sent to collections
Posted by CMD on 08/03/2009
After seeing the other reviews I am less surprised at the response I got from an XM associate. I pre-paid a 3 year subscription for my car that ended 6/6/09. I never listen to XM so I did not renew when my renewal came up. I got many automated calls to call them to avoid service interruption. Never a call to say it was auto renewal and must be canceled. 7/29/09 I got recorded message from CNA collections and called to find they sent me to a collection agency and charged me an additional 30% collection fee. Yes, for one month 6/7 -7/7 they say I owe them $46.33. The collection agency gave me the number to call XM. The associate said this is what I owe and that was that. Spoke to the supervisor, Vaughn Easley, and he said it is an auto renewal and this is what I owe with the collection fees. How is this close to being legal??? One month service (12.95) and I owe $46.33. Even if it were legal to auto subscribe me how did they come up with such a number??? I offered to clear the account and pay for the one month at 12.95 since it was actually on, even though I did not renew. He repeated that $46.33 is what I owe. I requested to speak to his supervisor and he said he is the floor manager and that is as high as there is. Advised me to send an email.

I will take some of the advise on this site and file with the BBB and pursue corporate further. I too had intended to renew when my husband got his new vehicle so we would be on one account. No way am I getting XM after this. I will tell everyone I know to STAY AWAY FROM XM.
     
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Posted by goduke on 2009-08-03:
I'm betting some heavy cash that the auto-renewal is nested somewhere in the original agreement.

If you want action, I'd recommend going to the Attorney General rather than the BBB. The BBB works well for those situations where the company probably doesn't know about the issue and generally wants to do the right thing. Companies can respond with "sorry, the contract says auto-renewal, no joy" and maintain their BBB rating.

The A/G generally takes a more consumer focused approach, as they are watching for trends to see if they need to step in with some investigations.
Posted by Anonymous on 2009-08-03:
The auto-renewal is in the contract. One has to call them to cancel the service. From what I have read here and other places they make it very difficult to cancel. Since the OP made an offer to pay part of the debt the OP has technically admitted to owing it. It could be very hard to get out of the debt now.
Posted by CMD on 2009-08-03:
I have since looked up business news about the company. They were looking into filing Chapter 11 bankruptcy earlier this year and their stock has fallen to .48 per share. Doubt I will get any resolution. I will just let it go the the Credit bureau and dispute it with them.
Posted by Anonymous on 2009-08-03:
Why would anyone pay for radio anyway?
Posted by CMD on 2009-08-04:
I got my car right after Hurricane Katrina. There were very few stations available so I subscribed since it came with my car. Now with Ipods there is no use for it.
Posted by Anonymous on 2009-08-04:
My car came with a year of free Sirius. Their heads are practically exploding because I won't give them a credit card to activate the 'free' year of service. I love telling them that I don't even want it for free.
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Can Customer Service Really Get ANY Worse?!
Posted by KelFerg on 02/26/2010
I wish this were a joke. I have been a subscriber for 5 years now. I have 3 radios on my account. All I wanted to do was to remove one of the 3 radios. I now live outside the US so I thought I could email XM to remove the one radio. Nope, I have to call a US toll free number. So I called in January when I was in the US to have the radio removed. After a 20 minute call - I thought it was taken care of.

Here we are a month later - I continue to email - to plead really to remove 1 of my 3 radios from my account. I continue each time to get the same form letter that I need to call XM on the toll free US number during their business hours. After 5 emails, I have decided that I'm going to completely close my account.

There is seriously no one that even knows how to read as part of this customer service. So here I am now in March, still living outside the US and I need to find a way to completely terminate my account this with company.

I'd like to say that this the first time I've had such troubles. The opposite is true - billing is not accurate. It's not possible to get a good view into the break down of the billing. And it seems like every time I call, I'm on hold and get someone how does not fulfill the request that I've made.

Without a doubt, this is the worst customer service I've seen in my life. On the basis of the customer service alone, I would advise any and all of my friend, family, and frankly anyone who can read to stay away from XM.
     
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