Beware music lovers of XM Radio. Don't Get sucked in because it's almost impossible to get out or cancel your agreement. First of all it's great that they let you try it out when you buy or lease a new vehicle. But if you continue the service with them be sure to read the fine print in the owners package of information. It states that the service will automatically continue unless you call them to say you want to cancel.
What I'm saying is that you get a bill in the mail to renew your plan. You don't want to renew the plan so you toss the renewal application in the trash and everything is OK, right? WRONG. You have to call them or they will continue to charge your credit card. Now in the case where you have changed card companies closing one account and opening a new account they can't automatically charge you. However, they turn it over to their collections people and start to hound you.
If you ask them why they would charge you if you didn't renew your service they will tell you that they don't want to interrupt other customers service who forget and are paying late. They say this keeps XM from having to charge those late customers a reactivation fee in case there account is canceled. So in other words you are subsidizing the late paying customers by tossing that renewal in the recycle bin.
But wait, there's more. I drove a leased vehicle that had to be returned to the lease company by the end of December 2010. But last summer they sent me a special deal... 5 months for $20.00. I got sucked in and took the deal. But having prior knowledge of this company, I called in November and told the customer service representative that I no longer wanted to continue the service. Also I would be turning the vehicle in at the end of December anyway so why would I keep the service.
The representative told me there was no problem and that I didn't need to call them anyway because the special promotions was not subject to automatic renewals. OK fine, but I called and was sure I would not be charged. WRONG! In November, they started charging me which I didn't realize till after Xmas. Recently I have called my card company to protest the charges and also XM to cancel again (calling customer service can also be interesting, don't expect it to be quick and easy).
It's a shame that this is the only choice for music and news lovers. Remember that the two satellite companies merged, you don't have a choice. If you get sucked in because of a weak moment it's like making a deal with the devil. I can't see how these people can avoid a class action suit some day as they are desperately ripping people off to stay alive instead of providing great service and growing the business. I don't usually bother to write something like this, but I think I thought it might help someone else before they get into trouble. Good Luck!
I have been a loyal and very satisfied customer of XM for several years. In July of 2009, I crashed my car, ruining my XM receiver. On August 10th, I called XM to cancel the account. After being transferred several times to several different representatives, I began talking to a woman about why I was cancelling. She explained that XM would be willing to supply me with a new radio and install it for just $10. However, I was looking forward to replacing my radio with an MP3 player so I hesitated to accept the deal.
She told me that I was already paid until Sept. 21 and that she would go ahead and refund the remaining amount but she wouldn't actually cancel my account for 30 days, in case I changed my mind. Sweet, I thought... Foolish me. She never explained that I would have to call back if I choice not to accept the deal so I didn't.
On Sept. 23, I saw my quarterly charge (for Oct. Nov. and Dec.) on my credit card statement so I immediately called XM... Put on hold... The first representative I talked to couldn't help me so she transferred me to someone else. On hold for a long time. He told me he could help me and put me on hold. When he came back, he said that my account was cancelled as of today meaning I had PAID for the service from Sept. 10 (30 days after the offer of 30 Free Days) to Sept. 23. even though I didn't even have an actual working radio and was already told that I was refunded that money!
I asked to talk to a manager. Put on hold. She was able to pull up the notes from the phone call conversation that I had with one of her reps in Aug. Apparently they don't record every conversation and apparently they don't write down everything you say and everything that they say. She didn't write down that she had offered me a free month so not only was I paying for the 10 days in September that I shouldn't have been, I was paying for the 30 days of "Free Service." She wouldn't refund my credit card, she would just credit my account for the $20. My account? What account, I just cancelled my account?
This is ridiculous and not a very nice way to run your business. They need to have a little more scrutiny over what their representatives say and/or represent to their customers and how the reps record it. I'm not mad about the $20 (well actually yes I am), I'm also mad that I was lied to and that a month later, the manager wouldn't acknowledge that one of her employees made a mistake and thus compensate me for her mistake. I just think it is a horrible way to treat a past/possible future customer.
I'm a manager, as well, and when it comes to dealing with unhappy customers who are going to stop recommending my company - the customer is ALWAYS right especially when it is over $20. I just wanted to give everyone a fair warning that you can't believe everything they say to you on the phone. It was a pretty unethical thing, or maybe just a simple mistake on the rep's part, to do.
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 (firstname.lastname@example.org) 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. 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: ** and **), 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 #**), who told me that he was the farthest 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!
For everyone that is having problems canceling service, email Joe **, Executive VP **. 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 cancelation 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.
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 ** at ext **" 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 within 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.
BOTHELL, WASHINGTON -- In response to a recently received XM correspondence asking me to extend my 3 mos. trial radio service on a newly purchased GM car, I called XM customer service approx. 1/30/08. That was my first mistake. Not wishing to make a difficult to correct online error, I thought telephone communication would be the wiser thing to do. And all seemingly went well. I booked 12 more mos. service at approx. $142 plus tax. I then saw an XM page that informed me I could have online service for free since I already had auto service. How cool can this be I thought; More tunes for the same money. So I called again the next day.
Spoke with another service rep. who was on the ball and advised me that since I had two cars with XM service - another GM car purchased 6/05 - I qualified for the $6.99/mo rate on the second car. So he saved me money. True. But the first service rep. had failed to catch this point and had, in effect, charged me more for the second car than he should have. The second service rep. also consolidated the two radios - 2 cars - under one account number. Once again, he's on the ball.
Finally we get to the online service issue. He directs me to a link that I can used to register for the online service. But I know from prior investigation that this linked page includes a billing information page that needs to be completed. If the online service is free because I already have paid auto service, why do I need to complete a billing info page? He offers to walk me through - he's a helpful, competent guy. I say "No, I'll try it myself. You've generously given me plenty of your time." That was my second mistake. I go to the link.
For more than an hour I try to negotiate it w/o having to complete the billing info page. No can do. I call back and speak with a third service rep. I explain my concerns about completing the billing info page. She has a note of hesitancy/uncertainty in her voice. "Go ahead and complete it", she says. Again I express my concerns. "No, that's OK", she says, still w/ hesitancy. Go ahead and fill it in. I do what I'm told; after all, she's the knowledgeable person. That was my third mistake. Knowing how these things tend to work, about an hour later I check my email.
Sure enough, there's a message confirming my online service order with the specification of a $7.99/mo plus tax service charge. Thought it was free, didn't you. Now reader, please note that of the three service reps. I had spoken to within a 24 hour period two had made mistakes that had the effects of charging me more money than I was supposed to be charged. I call back and explain the issue to a fourth service rep. - while gritting my teeth and explaining that I am trying, oh how I am trying, to control my irritation.
Well, at that time of evening they don't have staff that are authorized either to correct or cancel your service. They only have staff who are authorized to sell you service. Funny how that works. You'll have to call back tomorrow. I call back in the morning. I speak with what seems to be a more senior service rep. person: Very professional, very accommodating, very apologetic. After all, she's the person customers talk to when they're about to terminate service.
Consequently her principal responsibility is to hold on to booked business. She offers me service at a reduced rate etc., etc. Too late. I thoroughly enjoy the music in the car, no complaints whatsoever, but the jerked around factor has become too much. Maintain the radio service in the 05 Malibu - that person can't continue life w/o it -but "Cancel the service both in the new car and online" I tell her.
All I want is never to speak with XM again. So I have my new car, and I have approx. 6 more weeks of XM auto radio service. But that's it. Do I believe anyone of the several XM persons I spoke to was less than honest and eager to serve? Absolutely not. Every one of them, I believe, acted in accord with corporate process instructions and a genuine desire to do their job well and take care of the customer. But that brings us to the question of corporate process and the management/executive level mental giants who establish those processes.
Do I believe that any of those persons would ever create a process that they suspected might confuse and hamper the customer in such manner as to benefit the corporate bottom line? What do you think? Do I believe that those same persons care as much for the customer's informed benefit as they do for their own bonuses and promotions? What do you think? Do I think that those persons might skimp on employee training and customer service in order to increase the bottom line and thereby their own rewards? What do you think?
I had XM Radio in my Honda Ridgeline for about 4 years. I decided I could use the money for other things, so I decided to discontinue my service. I called and cancelled the XM in my vehicle. They said fine, they would and I thought that would be the end of it. That month I got my CC statement and there was a charge of $163.65 for 1 year subscription to XM. I called and said I did not authorize any charges and I had cancelled XM the month previous. The XM CS person told me since I had agreed to pay for XM with my CC previously that meant I "automatically" agreed to auto-renew with my CC in the future.
I told them I no longer wanted XM and to cancel my account and to refund my money. I was transferred to the service cancellation dept., where they offered me a $77 a year deal and, being an idiot, I agreed to it. But, I told them I wanted to get the refund on my CC, I no longer wanted them to charge my CC, and wanted to get a paper invoice for the $77 a year deal. They said that would not be a problem and they would take care of it. When I got my next CC statement, I say they credited my account on June 15 of '09, the $163.65, but then applied a charge of $66.60 to my account 2 days later.
In the mean time I got a bill of $88 and some change for the $77 plus royalty fee in the mail. I called them and asked about the $66.60, was told it was for a year of XM (even though that wasn't even the right amount), and I told them I got a paper invoice for the year subscription... and that I was not paying the paper invoice until I got a refund for the $66.60 that showed up on my CC... which was an unauthorized charge to boot.
From June of '09 through Oct. of '09, I fought with them to get my refund. I called them at a least a dozen times and literally spent hours on the phone with them...all to no avail...they just would not refund the money. I kept being told the refund would be processed in 72 hours or that it was "in suspension" and they couldn't process it. I got a different story every time I called them. To make matters worse, they sent the paper invoice amount to collections and I started getting hounded by collection company calls.
Finally in Oct. of '09 I disputed the charge with my CC company and I got my money back. Once I got confirmation from my CC company I was going to be getting my money back, I called XM and told them, in no uncertain terms, that I wanted my account cancelled and never to be contacted by XM again. About a month later I got a check from XM for $66.60 and then, two days later, I got a notice from a collection agency, saying I owed XM $66.60!!! I took the check I got from XM and paid the collection agency. Little did they know I paid them with their own money! Haha!
I thought that was the end of it... but no... in Feb. of 11 I started getting bills from XM saying I had signed up for auto renewal and I owed them $40 for 3 months of XM. I called and tried to get it straightened out, but they contend I never cancelled my account, I had XM all the way through until Jan of '11, and I owed them for 3 months of service.
I tried to work something out with them, but they refused to budge on it, so I told them they could stick the $40 where the sun don't shine... because I cancelled my account over a year and 1/2 ago... and there was no way on God's green Earth they were getting a ** penny out of me for something I never received. Well, just recently I got another bill from a collection agency. I have to figure out how to dispute this... I'd rather pay a lawyer a $1000 then give XM one more GD red cent of my money!!!
NEW YORK, NEW YORK -- With a major difference, my experience is very similar to that of "con380" posted on 9/2/2010 on this site. Contrary to what con380 was told, that even phone calls to cancel your account does not work. At this point it is not obvious to me what will. Here is my situation in capsule - considering the new economic realities, my XM Satellite Radio yearly subscription was on the list of things to cancel. My renewal date was 12/06/2010 - Fees of approximately $160 are collected in advance/charged to your credit card.
On 10/04/2010 I called XM at 877-967-4672 and talked to **, one of their representatives. Explained to him why I was calling and asked him to do two things for me: (1) To remove my credit card # from their database (had been set up for automatic updates); and, (2) to cancel my account immediately. I told him I did not plan to renew my subscription for the foreseeable future due to economic hardship. He was polite and complied with my requests. We ended the call by giving me confirmation # for the cancellation (which I still have in my records).
As expected, early in December 2010 my XM Radio service became unavailable. Surprisingly, on January 24, 2011, I received an email from XM Radio stating I had till February 2011 to take care of the balance in my account (fees for an additional year of subscription). I immediately called XM customer service again at 877-967-4672 and this time was connected to **. I explained the content of their email and the reason for my surprise. I gave her my cancellation confirmation number from the previous conversation in November 2010. She could not find the number.
I explained that as far as I was concerned my account had been closed. If not, would she please close it now? Cherry gave confirmation # for the cancellation and our conversation ended. I was happy that the matter was finally taken care off. Much to my surprise, on the evening of 01/28/2011, I got a call from XM radio (**, ** this time) wanting to know when I would take care of the balance in my account.
I expressed my surprise and asked I could review the background with him. He said, did I mind if our conversation was recorded -- so that he could play it back for his managers - he suggested that the reason for my out of ordinary experience was that I had not gone through the right channels for the cancellation. I agreed and proceeded to review the background - albeit that I was getting very angry having to spend so much time with this simple request.
Kris said for me to stay online while he had his manager listen to the recording of our conversation. Then the manager will come on the line to resolve the issue. Five to ten minutes later another representative came on to ask me if I was ready to settle my balance! Does anyone to know how to cancel an XM radio account? I am mad as hell and will do all that I can punish XM Radio for treating me this way.
I received a teaser offer in the mail to rejoin XM at the "incredible rate" of 5 months for $20. Not a bad offer, so I stupidly got on the phone for the 45 minutes it took to re-initiate service (It took this long to cancel, so not sure why I thought it would be any better on start-up.).
The representative, "Brynn **" informed me of a new $3.50 "royalty fee" on top of the $20. I wasn't happy about the "new fees" but went ahead anyway. What appears on my CC a few weeks later was for $35+ to which I just logged a dispute with my credit card company for the difference between what appeared on my card and what I was quoted by the XM representative. I thought the matter was closed.
XM sends me an invoice, and several invoices thereafter, for this difference of $14 and some odd dollars! Not wanting to have another 45 minute conversation, I sent them a note from their "customer care" portal and the thread of ridiculous conversations got me nowhere near solving the problem. And now they have terminated my service BEFORE the 5 months that I had originally paid for has even lapsed!! How do you get decent service from this company without spending 45 minutes on the phone??
I've posted this saga here http://www.my3cents.com/showReview.cgi?id=84289 and will post it in other consumer forums so that others like me aren't lured into this ridiculous mess. Reviewers Note: They actually responded thru this email (below) and it appears to be the first time my issue has actually be reviewed. Looks promising but I am skeptical... Will update this review with the outcome.
XM on 8/5:
"Dear Mr. **,
Thank you for contacting XM. We apologize for the inconvenience caused. We are glad to assist you. In response to your email, we reviewed your account and record indicates that the last payment we received from you was last April 30, 2010 in the amount of $23.05. We made an adjustment on your account and to compensate the inconvenience caused, we already waived the balance on your account in the amount of $42.47.
Your service will continue until January 29, 2011 and rest assured that you have a zero balance on your account. If we can be of further assistance, please feel free to send an additional email or you may contact a Listener Care Representative directly at 1-800-XM RADIO (800-967-2346).
Thank you, Aldrin".
I had been a customer of XM Satellite radio for approximately 2 yrs. When my subscription expired at the end of June I wasn't aware it had expired until I was not able to get a signal & called to have the signal resent. I called them 2 different days attempting to get a signal with no luck. On the 3rd day I was told that my subscription had expired at the end of June (this call was placed on the 21st of July) & through the double talk & broken English, I was able to decipher that I now owed them $20.75 for the time they allowed my service to run over before they decided to interrupt my service.
The operator attempted to get me to renew my subscription for 3 months for around $45.00. I told her that I had been on a yearly plan & asked how much that was. I have paid approximately $180.00 a year for the past 2 yrs. & was not expecting to hear that my grand total would now be $309.55. I told her not to charge anything to my account at this time as I wanted to confer with my wife to see how much she had originally paid for the service. She stated that my card would not be charged & gave me a reference number & we disconnected.
Upon speaking to my wife, she stated that it should not have been that much & that she would call them & see what she could accomplish. After attempting to haggle with them over the price, she concluded that our lives would not be negatively affected by canceling the subscription, which I wholeheartedly supported. I found out a few days later that XM had charged my credit/debit card for the $20.75 that I told the operator not to charge but that they had further charged the $309.55 for the one year subscription that we clearly stated we had no interest in.
I understand that there may have been a bit of a language barrier between myself & XM's operators, but when a customer states "I want to go ahead & cancel my account, I do not authorize any further transactions on my credit card" & they charge it anyway, that is just plain illegal. The other 3 cents I have about this situation is against our judicial system who fails to protect its people from corporate predators like XM. If an individual had taken my credit card information & charged $309.55 they would be prosecuted for Credit Card abuse in Texas.
Since XM has corporate lawyers that can run the prosecutors in circles for God knows how long, the judicial system writes it off as a civil matter, because they are either simply too lazy or too afraid to go after the corporations. I was a police officer for 9 yrs. & have built & testified & worked with prosecutors on cases like this, so I do have some "behind the scenes" knowledge about what goes on behind the closed doors of the Judicial System.
I am very upset with XM Radio. Two months in a row now they have overcharged my account. In August my monthly fee went up due to the royalty charge, which by the way was never notified about. When I called about the overcharge in August, the girl I spoke with told me how very sorry she was that I was never notified and that she would credit the overcharge back to my account and then offered me a deal that if I signed up again for another year that I would only pay $12.80 per month. I said, "O. K. that sounds good." Thought all was taken care of... Wrong.
My September payment time rolled around and I was checking my bank account online and what - to my surprise I find a charge on my account for $128.00. That was 3 days ago. I called right away to get this reversed and credited back to my checking account. The woman I spoke with said her name was Justine and could help me. She offered me a free month for the inconvenience and gave me a reference number for that. She then proceeded to process the credit to my checking account.
I asked her how long it would take to go back into my account and she said it would be credited back to my account by Friday. I told her that I hoped so because I had a bill that was out there that was part of the money that had taken out of the account. (There is a bit of difference between $12.80 and $128.00.) She said no problem and that she was processing the credit as we spoke and also gave me a conformation number for that and said the money should be back into my account by Friday. Well, here it is Friday. I checked my account and NO CREDIT. SURPRISE, SURPRISE.
Oh, by the way, the check I had told Justine about went through my bank as of last night, and due to the money not being all there, I now have a $25.00 Returned check fee!!! I called XM Radio immediately and spoke to a representative by the name of Arme. After I told her about my call to them 3 days ago and what was supposed to happen, she proceeded to tell me that the person I spoke with before never processed the credit. I told her that she gave me a confirmatin number. I gave Arme the number and she proceeded to tell me that there was no such number. I said, "So she lied to me!"
Arme said she was going to process the credit herself and then she gave me a confirmation number. I asked to speak with a supervisor several times and was put on hold several times. Each time Arme came back on the line I was told the supervisors were very busy. I asked about another number I could call and she said that there was only the one I just called. I asked for a location that I could write to and she told me that I would have to send it to South East Asia.
At this point I am about ready to boil over. I can not believe a business can be run this way and continue to stay in business. I am considering canceling my subscription and writing to the BBB and FCC concerning their business practices. This is not right and from the majority of comments I have seen on here, there are a lot of unhappy customers.