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How to Cancel XM Radio
Posted by on
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.

     
Read 51 RepliesAdd reply

User Replies:

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

Signed
Happy Sirius Subscriber
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.
LarryDan on 2007-11-23:
Happy XM subscriber here, the cancellation 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?
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.
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.
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.
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.
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!
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!!!
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!
ricklighty on 2009-01-03:
I called 1/3/09. had the service for about 4-5 years. haven't 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. I'm set to get billed in a week or 2.
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.
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.
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!!
ctsv on 2009-05-02:
very helpful, 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
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!
goebbels on 2009-07-31:
I've found that the simplest way to cancel any automatic withdrawal 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!!
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?
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.
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"
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!!
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!
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.
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.
PepperElf on 2010-01-05:
would changing your credit card number work too?
or is this directly taken from your bank account?
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.
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
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.
PepperElf on 2010-01-14:
did you ask the bank about it?
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.
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 isn't 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 don't go threw all that transferring 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 don't take it they will roll you over into a 3 year plan (400+dollars).
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.
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 to 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 to 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.
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.
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.
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.
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!
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!!
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 doesn't collect ssn's so any unpaid balance shouldn't 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.
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
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.
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 their 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.
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?
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.
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.
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.
Leonard on 2013-11-23:
Cancel the debit card you used to pay.
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?

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.
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.
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 _ _
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WATCH OUT for XM Radio billing! WOW!!!
Posted by on
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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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!
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.
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.
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.
jktshff1 on 2010-09-07:
I was one of the early Sirius subscribers. I really like mine and have had no problems
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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Major billing scam
Posted by on
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 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.
     
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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.
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.
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.
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 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!
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 continuous 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
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.
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.
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 lawsuit going against these low life crooks!!!
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?
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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Billed and Billed Again
Posted by on
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 subcription 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 f--king 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!!!!
     
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prince-caesar on 2011-05-24:
Wow, these days companies will do just about anything to make a buck. Even if its illegal. They know they can get away with it. Stick with it. I don't think you need a lawyer to dispute the claim with the collection agency. Just call them up and explain to them the situation.
Fufu487 on 2011-05-25:
I've had mad problems with XM since I got it. I finally was able to cut the cord and move on but not without a fight. They continued charging my card. The issue was I wasn't the account holder and the account holder and I were no longer living together. I insisted they pursue the account holder themselves as they are the one with the contract. They insisted they have a right to charge my card, which they don't. I can revoke that right at any time. I had my CC dispute it, they disputed back. The charge was reinstated and disputed again more than a few times. It was a battle. But guess who won :D
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Unable to Cancel XM Sirius Radio Subscription
Posted by on
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 xxxx, 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 yyyy. I explained the content of their email and the reason for my surprise. I gave her my cancellation confirmation number from the prvious 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 (wwww zzzz 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 on line 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.
     
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Sparticus on 2011-01-29:
I've been a fan of Sirius for years but I am thinking of canceling myself. I am hooked on Pandora. I play it through my Bluetooth in my car. There is both a free and pay version. The free has commercials.
LizzieT on 2011-01-31:
When I cancelled mine, I called and asked for the cancellation department. They did it with no problem at all. Good luck.
Todd333 on 2011-02-08:
Same thing is happening to me.

I cancelled 4 months ago. They're still billing. I talked to 5 different people on the phone and their cancellation department is mysteriously experiencing technical problems.
MJC0756 on 2013-04-26:
Ditto on rude non-responsive service. I have two portable units that I'm trying to terminate as have two factory installed units in cars. Everyone is friendly until I reach cancellation dept
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Beware Music Lovers, Don't Do It.
Posted by on
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 its 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 there 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!
     
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LizzieT on 2011-01-26:
LizzieT on 2011-01-26:
I just got a letter from them yesterday with the 5 months for $20 and I was contemplating on whether I should do it or not. I think after your review I will pass on that! haha Thanks!
Obsfucation on 2011-01-26:
I get all the music and news that I can possibly listen to, and I don't pay for it. I can't understand why anyone would.

When I bought my car it came with 6 months or a year of free XM. They about lost their minds that I wouldn't give them a credit card number so they could activate my 'free' trial. They talked down to me like I was an idiot when I repeatedly asked why they needed a CC for a free service. When I told them I didn't want the service, they'd sigh and say but it's FREE! And I'd say 'then good, you don't need my CC info". Then they'd sigh some more and talk more slowly so that possibly I would understand. This went on for some time until they finally got the message and stopped calling me.

I would never do any kind of business with this company, even if they had something I wanted.
Peter Morin on 2013-06-20:
Can't understand how a company in this day and age can opperate this way. The people you have to talk to just don't care how they treat you, I like satellite but one conversation with with XM and I was done. Like everyone else I thought if you didn't renew you were done and that was the end, but I had a credit card renewal and they couldn't just auto renew so they sent it for collection. The sad thing is I had signed up for a three year deal with Sirius and was supposed to have a $87.00 credit with XM. I called Sirius and after they hung up on me the first time, the second time I told them if I was not satisfied with the response from XM I would be cancelling my Sirius as well. I called XM with the idea of straightening this out and renewing instead I called the collection company and told them I was sending them a cheque for the $91.00 XM said I owe them. I told the collection company this was a lot easier for me to deal with them than XM. Any company opperating this way just can't stay in business and I am glad I don't have stock in this company.
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Bait and Switch and Incompetent Customer Service
Posted by on
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 Williams" 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 following is the thread of ridiculous conversations that 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??

--------------------------

Me on 5/20 (via their “Customer Care Portal”):
I received an offer in the mail to start my subscription again. It was $19.99 or $20 for 5 months (which breaks down to $4 per month). At the end of the call, I was informed of a $3.50 "one-time royalty" fee. However, the credit card charge appearing on my statement is much more than this $25-some charge should have been. In tracking down the invoice online, it shows up I'm being charged instead $4.99/mo for SIX months and $4-some in royalty fees! Why is what is being charged and the total being given with your Call Center reps so different? Do I really need to monitor my invoices and billing with XM this closely?

XM on 5/24:
Thank you for contacting XM. Unfortunately, we were unable to locate your account using the information that you provided in your email. If you could please email us again including any of the following: your account number, your Radio ID (found on Channel 0), or your address and phone number, we would be happy to assist you. 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, Ricdale G. Aumentado

Me on 5/25: Address and Phone XXX-XXX-XXXX

XM on 5/29:
Dear Mr. Tran, Thank you for contacting XM. We do apologize for the inconvenience this has caused. 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, Brad SIRIUS XM Radio Inc

Me on 6/2:
I'm sorry - did someone actually address/investigate my issue in the below response? I originally opened this communication nearly 14 days ago and you sure met your "requirement" of responding (initially in 24 hours). Do I need to resubmit the question via your 'portal' to get a reasonable response in a reasonable time frame? I'll ask the questions again: I received an offer in the mail to re-start my subscription.. It was $20 for 5 months of service ($4/mo). At the end of the call, I was informed of a $3.50 "one-time royalty" fee. However, the credit card charge appearing on my statement is much more than this $25-some charge should have been. In tracking down the invoice online, it shows up I'm instead being charged $4.99/mo for 6 months and $4-some in royalty fees! Why am I being charged such different terms than what I accepted and signed up for? And now I'm being invoiced for "the difference" with an immediate demand lest my service be 'disrupted'?? If so, please just cancel my service once and for all and refund the entire sum I've paid you to date - I refuse to spend another 30 minutes on the phone with one of your Call Center representatives to start, cancel, or otherwise communicate about this low-value service you provide. I'm fed up with XM.

XM on 6/7:
Dear Mr. Tran,

Thank you for contacting XM.

We have checked our records in response to your inquiry and it shows that your special offer was $4.99 per month for 6 months. You currently have $16.51 to settle in order to keep your service.

If your do however wish to cancel your service, we do apologize for any inconvenience this may have caused but to verify that it is the account holder requesting the deactivation of the radio we require that you contact our Listener Care Center at 1-800-967-2346. Again, we are sorry to hear that you would like to cancel your service but we certainly look forward in serving you again in the future.

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, Phil

Me on 6/12:
The marketing I received was 5 months for $20 - so I don't know what Brynn Williams (my call center Rep) actually signed me up for. This is a small amount and is more an annoyance and questionable business practices than anything else.

All marketing I've received from XM states this same offer - is this some kind of bait and switch practice? Should I fax you your own marketing materials? This is the worst customer service I've seen in a long time.

XM on 6/16 (Get ready for a doozy of smoke up you-know-where and still no resolution):
Dear Mr. Tran, Thank you for contacting XM. Please accept our sincere apology for the previous encounter over the phone and we hope that this incident will not permanently affect our partnership. Our objective is to provide excellent service to all our subscribers and our Listener Care Representatives are adequately trained to assist customers with the issues. We are saddened to hear that you were not pleased with the service you received, but we can assure you that our representatives will convey the Company’s guidelines in a polite and friendly manner. Please keep in mind that your concern is a priority and we value you as a customer. We guarantee you that our team does not take pleasure in embarrassing or distressing a customer. All of our customers are appreciated and each subscriber plays an active role in the growth of XM. This issue will be forwarded to the relevant department and your concerns will be investigated. This will, hopefully, further enhance the service which we provide. We have checked our records and it shows that XM Radio ID QHC2D08K is currently subscribed to 6 Months at $4.99 per Month. Please be advised that you still have a remaining balance of $16.51. We are committed to providing you with the best in customer care. You can always manage your account 24/7 by visiting our website at www.xmradio.com. 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 800-967-2346. Thank you, Maya

Me on 8/4:
Dear Maya, Phil, Ricardo, Whoever answers this email and doesn't help next:

The original offer was for 5 months for $20. I can scan the offer for you to see if you would like to see it with your own eyes. XM has now terminated my service before even giving me the 5 months that I have already paid for.

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 to 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. Tran, 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
     
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Anonymous on 2010-08-04:
Oy...reading this is a great reminder to never go back to XM. I had XM for a few years, always month to month, and while I enjoyed the service, the customer service is exactly what you described. Very incompetent.
CaptainSpaulding on 2010-08-04:
The OP is 100% correct. Sirius XM Satellite Radio is a failing company which has to resort to underhanded bait and switch tactics to stay afloat! I had XM for a three month free trial when I bought a new Government Motors car in February. Once the free trial was over, they began to hound me with offers which were too good to be true. I resisted their various sales pitches, and I am doing just fine without satellite radio. XM Satellite Radio? Just say no!

Terrible customer service, the bad economy, as well as advances in HD Radio will inevitably force this company to go out of business in the near future and it couldn't happen to a more deserving company!
Weedwhacked on 2010-08-04:
So they sucked you back in with lies that probably made the agent who signed you up a nice commission.
blaoser on 2010-08-05:
Reviewer's Update:

I realized I was missing a few of the latest threads so I updated the review accordingly. They actually responded and it appears to be the first time my issue has actually been reviewed. Looks promising but I am skeptical...will update this review with the outcome.

XM on 8/5:
Dear Mr. Tran, 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
Fufu487 on 2010-09-25:
wow, jasonmm. I'm sure your company really appreciated that professional response.
Connoisseur on 2010-09-25:
Here's where a lawyer could really make some decent bucks HONESTLY. If you people would just record your telephone calls. Even in states where you cannot.......do it anyway take the tape to the lawyer and he will figure out a way to trap the "lying sales person" into telling the truth.Client lawyer privilege, he cannot divulge the illegal tape, and won't for a punitive damage claim.

When everybody from top to bottom lies......the upside is "lawsuits" are bountiful and the filthy scammers deserve to lose their shirts.
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Misinformation And Customer Disservice
Posted by on
On 8/10/2008 I called XM Radio to deactivate a Skyfi2 radio that was stolen the
night before. I figured I would also cancel my account as I didn’t want to spend
the hundred bucks or so I thought it would cost for another one. I was told the
radio would be deactivated right away but when I said to cancel the account I was
put on hold then offered a XM EZ radio for $9.99 plus shipping which had to paid
up front with a credit card. I agreed provided that it did not require any additional
wiring to what was already in the car. (my XM antenna and a feed to the cigarette
lighter for power)

The Skyfi2 broadcasts directly to an open FM frequency as is. This worked for me
for the last couple of years. I heard from different people about different units needing more setup.

I was assured after another hold that I would be “good to go with what’s in the
vehicle” when I received the radio.

8/11- I get an email that the order was shipped. The total was $21.91. (11.92 for
shipping)

8/19 – The XM EZ was delivered. In the box there was a packing slip that
mentioned a SURE CONNECT included with the radio. I figured it was sent in error
as the instructions in the manual didn’t mention it. I plugged the antenna in and attached the power cord and plugged it into the cigarette lighter. I tuned it to the same frequency I had been using for the Skyfi2 that I knew was OK and it didn’t work. (I was told it would already be activated) It wasn’t. I called SHOP XM to activate the radio.

While sitting in my car and on the phone with XM, I could see it
activate and get the stations but it wasn’t broadcasting to the radio. After being put on hold a number of times, while she kept checking who knows what, the
rare someone who actually knew something about the equipment must have told
her that the XM EZ (you guessed it!) needed to have the SURE CONNECT
installed.

I told her at now the 1 hour 8 minute mark, that this was useless to me
and unacceptable and I wanted to return it, get my money back and CANCEL my
account. She was already painfully aware that I was told before I accepted this
model, I wouldn’t need a SURE CONNECT . ( I guess whoever packed the box must
have had one in their car!) After another attempt at putting me on hold, I said no I wanted to CANCEL my account and send back the radio. After some muffled background conversation, she said she could transfer me to someone who would issue me an RMA number (for excepted returns UPS) but also to offer me a better deal.

The new woman she transferred me to (how come you never get cut off when
they are trying to sell you something else!) gave me an option of getting an XM
Skyfi3 THAT WOULD NOT NEED ANY ADDITIONAL WIRING. (sound familiar?) I
asked her twice to make absolutely sure this model did not require a SURE
CONNECT as I didn’t want to waste any more time on this. ( my wife heard me as I
was now in the house)

She assured me that I only needed to connect the antenna already there and plug
in the power to the lighter and then activate it. She told me the radio would be
$49.99 plus an activation fee of $14.99 which would be credited back to me and
$20.97 for 3 months of XM in advance which would be credited back also “for
what you have gone through and your patience”. She said this had to be paid up
front with a credit card after I agree to XM radio for 12 months, and early
cancellation fee. At this time I asked one final time about the SURE CONNECT
because as I’ve said I didn’t want to go through this again. The elapsed phone time at this point was somewhere past 2 hours.

At this point I agreed, asked for all this to be documented in an email to me. She said my RMA# for the return of XM EZ (remember that? Seems like years passed!) will be emailed and when they get it into the warehouse I will be credited with that also.

Later that night I received an email detailing the charges with another shipping
charge, now only $9.60 (I guess I earned a preferred rate) but this has tax
included of $6.02. Go figure. The total is 101.57. The email has no mention of any agreement or a verification that the Skyfi3 doesn’t require a SURE CONNECT.
There is a second email with the RMA# and instructions for returning the XM EZ.
The Skyfi3 was shipped the next day and I received it on 8/28. At this point I
figured they weren’t bad people just incompetent and ignorant about what they
are selling people.

On 8/29 I installed it and called XM to activate it and was told I would get a signal in 10 or 20 minutes. I went out in the car and was running errands all evening. While out I noticed it was activated but when I tuned to the frequency I use for XM it wasn’t coming through the car’s radio. When I got home I stayed in the car while I called XM and was continuously told to try another frequency. In my haste to install the radio I didn’t inspect ALL of the contents in the box. While I was on one of my 10 minute “holds”, I noticed (now your catching on!) a SURE CONNECT!!!!!

I asked the girl to please find out if this was needed. She had no idea what a SURE CONNECT was.

I said to transfer me to the area that handles returns. I am done, I want to return this and CANCEL my account. (there is that word again that triggers all sorts of weird behavior) Now I was being stalled so she could find a number that I could call. I soon found out why. When my watch struck 11PM EST she had no problem transferring me to that department. The message was that they close at 11pm.

8/30 The next day first thing, I call SHOP XM and go through everything again
with a new representative who kept saying she couldn’t let me return a radio unless it was defective. I said the person who sent it to me was defective not the radio. She offered me another Skyfi3 to replace the one I had. When I got off the floor and stopped laughing, I explained to her for the seventh time that I was sent this in error. It was not what I agreed to. She asked me if there was anything ELSE I can help you with?

I said what do you mean ELSE? I haven’t been helped yet in the last 2 weeks.
Please put your supervisor on or someone that has the authority to undo all this
nonsense. I must say though, she did have the routine down pat. She kept saying that it should work if you use the same frequency as your radio. At this point I knew that it’s not that they don’t know their product as much as they are trained to do as instructed by the company. All those people in a
company can’t all be incompetent.

Now I get her supervisor- Philip- I believe. He said he has heard everything and I don’t have to re-explain. This is going to be hard to type but Phil tells me I will have to use a SURE CONNECT with this model radio. He asks me why I refuse to add this wiring. I give him my reasons even though I didn’t feel I needed to and then he says well you were UPGRADED to a better radio. My cost was UPGRADED too. You are forgetting that I didn’t want this. He insinuates that I was aware of what the requirements were. At that point I said “Why on earth would I send back one XM EZ radio for the same reason which XM accepted because I have the RMA to prove it then let you send me a radio that just cost me 5 times as much with the same requirement that is not acceptable to me. That makes no sense”. He couldn’t answer that.

At this point he said sorry all sales are final. You agreed to the terms. I said I didn’t agree to something I didn’t want. The agreement was based on misinformation that I took in good faith. Such an agreement would have to be unenforceable. I said I wanted to close my account and I would take further action to get my money back. He brazenly said “yeah we get a lot of that”. I told him “I’ll bet you do”. He said there would be an early cancellation fee of $100.

By the way, the transfer to the cancellation department never went through. “if
you’d like to make a call...”

Now I will try to find an upper management person to send a letter to, for a
chance to make this right before I take this to claims court. I would welcome any and all help in this matter. In return I would my best to insure that this does not happen to anyone else. I should have cancelled my account in the first place instead of being a victim of what appears to be fraud.






     
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whocares1234 on 2009-03-04:
The express EZ doesn't need anything installed lol. I have one, you just attatched the thing to your antenna and plug it into the radio so simple a cave man could do it lol.
Anonymous on 2009-03-07:
You missed the whole point caveman.
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Unethical Billing and Hard to Cancel Service
Posted by on
To Whom It May Concern:

The intent of this letter is to express my anger and concerns involving XM Radio’s engagement in improper selling practices and unethical business practices. I have repeatedly tried to resolve this issue with XM since April 2007 as you will see in my documentation included within this letter.

While attending the Live Your Best Life 2006 event in Boston, I visited the XM radio booth and purchased a radio and boom box from XM. At that time I paid to activate the XM service and was told that my credit card would be placed on file for renewal. Initially I used the service. However, over a period of time I realized that my limited use of the service did not warrant the price it cost. So in April 2007, I e-mailed XM radio to request that my service not be renewed. I received an e-mail response from XM stating I had to call them to cancel--a letter does not suffice. So, on April 30, 2007, I placed a call to XM Radio’s customer service and requested that my credit card be taken off file and that my membership not be renewed at the end of the service period. The representative with whom I spoke informed me that my service had just been renewed on April 16, 2007. Additionally, I was informed that I would NOT receive a reimbursement of the payment which had just been made to XM for this service. So I again asked the representative to take my credit card off file because I would not be renewing my account when the 3 months was concluded.

My subscription to XM radio expired on July 16, 2007. I know this date only because it has been repeated to me on the numerous calls I’ve made to customer service. Since I had not been using the XM radio, I did not realize that the service was being continued and I did NOT receive an invoice for the additional service until mid-August. I discarded the first invoice I received because I did not intend to renew and had made that known to XM Radio during my call on April 30, 2007.

In October 2007 I received a bill from XM Radio for the amount of $28.52. Again, I discarded this notice because I mistakenly thought it was a bill to renew. On October 14, 2007 I received notification from CCA that my account had been placed in collections. Immediately, I called CCA and tried to explain that I had not renewed my service. They steadfastly refused to listen to my explanation and told me that I would need to call XM Radio. I called customer service at XM Radio to try to resolve this issue. I was told that the $28.52 was a prorated bill for the service I had received since July 16, 2007 when my subscription had expired and September 14, 2007 when my service had finally been cancelled by XM Radio. While speaking with the representative, he acknowledged that there were notes in the account that I had called nearly a year earlier on the date in my notes, but there were nothing on the account that I requested it be closed. I insisted this was a clerical error on their part, but was told that was not possible.

Notices and calls from CCA continued to provide harassment on behalf of XM Radio. On October 24, 2007 I received another call from CCA and was told very nastily that I DID owe the money and they were authorized to collect it for XM Radio. Immediately following this call, I once again called XM Radio customer service on October 24, 2007. I was connected with a representative named Eric. After repeated attempts to resolve this bill, Eric told me that I owed this bill because I had not called in to suspend my service on July 16, 2007. Therefore they had continued to provide the service and I was responsible for payment.

It is astounding that a business, ANY business, would engage in such unethical business practices that basically try to make a consumer pay for services that they did not request or for which payment was not remitted to renew. To continue to provide a service for two months of what would have been a three month subscription when they have not received payment and have been informed of my wishes to not renew in April 2007 AND expect me to take responsibility for the pro-rated payment is ridiculous. So when Eric, the customer representative, told me on October 24, 2007 that I owed this amount and there was nothing he could do additionally, I asked to speak to his supervisor. Eric then told me that his supervisor was busy. I said I would wait and he put me on hold. After being on hold for 10 minutes or so, I am greeted by another representative named Ian who is not a supervisor but who informs me that my call must have been “re-routed” to her by accident. At that point I am supposed to go through all of the information once again. Pitiful!!!!

Ian tells me that she will submit this report and I will be contacted within 2-3 days. I never received any correspondence as follow-up. On November 6, 2007 I was contacted once again by CCA and spoke to a representative named Kelly. This process is just repeated over again with additional harassment to try to make me submit the payment. After that phone call with CCA, I called XM Radio once again. This time I spoke with a representative named Sue. Finally, after reiterating this story for the hundredth time, I am put on hold and when Sue comes back on the phone she tells me that she has discussed this with her supervisor and a credit for $28.52 has been applied to my account. I express my thanks to Sue and commend her for being the first decent person to handle one of my calls at XM Radio. Finally, I believe the issue has been resolved.

So imagine my surprise when I receive another call from CCA on November 14, 2007 from a representative named Helen Summers. I tried to tell Helen that I was not in collections because I’d spoken with XM on November 6th and Sue had applied a credit to my account. Helen proceeded to tell me I was wrong and came perilously close to calling me an outright liar. I expressed to her that this is ridiculous and most definitely harassment. I asked her to do a three-way phone call to XM and she adamantly refused. So I immediately call XM Radio after being insulted and harassed by Helen. My call is answered by a representative named Angel. Angel tells me that I do indeed owe $28.52 and that it has not been taken care of by Sue. I asked to speak to her supervisor. Guess what? I was put on hold and suddenly for the second time, my call was mysteriously re-routed to Evelyn who had to hear my entire story once again.

Evelyn told me that she researched the records and my report showed that an amount of $28.52 had been credited to my account but that it would not go on the past due amount of $28.52. It would only go towards new service because the representative who issued the credit shouldn’t have issued it. Needless to say, I am completely dumbfounded by this news. How can an amount be credited to an account that is not active and which has a balance of $28.52 and not have a balance of zero? Evelyn says that she doesn’t understand all of it either and that she will open a new report for me for which I should receive an answer within the week.

Yesterday, November 16, 2007, I received a call which was recorded on my home answering machine from Jamie. Jamie’s message says that my report had been reviewed. He acknowledged that there were notes in the account that I had called in April 2007 and numerous times since, but there were nothing on the account that I requested it be closed. Therefore I was responsible for the $28.52 and he proceeded to thank me for using XM Radio and expressed sentiments that he hoped I would have a great day.

So, this letter serves as documentation of the events that have occurred and as a written notice that I have gone above and beyond the call of duty as a consumer to resolve this issue. I am furious that XM Radio has continuously refused to accept blame for this situation and deny that I have provided sufficient information. The amount of $28.52 is a small amount and I imagine that most people would have given up and paid it by now. However, I can assure the company that while I am perfectly capable of paying the amount, I will not. It is a matter of principle. I do not owe the money. Ethical business practices do not include creating false charges and then harassing customers who refuse to pay these bogus charges.

You have until November 21, 2007 to respond and resolve this issue. By resolution I expect a written letter stating that my account has been cleared. Also, I expect an apology to be included within this letter for the deplorable practices and harassment of XM as a company. This is a huge disappointment in a company that had been one of the sponsors for the Oprah event and who hosts the Gayle King talk show. I feel confident that Oprah would not be pleased with your shady deals. In the meantime, copies of this letter will be forwarded to the agencies initially listed in this letter.
     
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tnchuck100 on 2007-11-17:
Hopefully your letter was sent certified mail/return receipt requested so can prove they got it if needed.

You should also send a letter certified mail/return receipt request to the collection agency advising them you no longer want to be contacted by them.

You didn't indicate what state you are in but some states allow you to record your phone conversations with them with or without their knowledge or consent.
geather-c on 2007-11-17:
I just purchased a car(2007 chevy malibu)new it came with xm sat radio,the sign up should be around jan/30/08 glad you posted this.I would never use a credit card or have anything drafted out of my bank account.If they want a credit card number I think I will get one of them you buy a dollar amount this will keep anyone from deciding they will withdraw an amount each month,had a part d medicare provider do this on me and it took over 10 months and several letters to senators & congressmen and two in person visits to get the issue resolved.I will pay them(xm) by money order or they can shove it.
*Brenda* on 2007-11-17:
BTW, Sirius is better anyway ;)
Sparticus on 2007-11-17:
Sirius rocks... not sure what I would do without it... =)
KingMav on 2009-01-12:
XM Radio is a service, no different than cable, internet, telephone, or anything else. Just like those services, its got its terms of service and a preferred payment method. XM prefers CC payment and its terms state you agree to pay in advance and be responsible for that service until the day it is cancelled. The one flaw in the terms is that it does not state when you have to call to cancel. So theoritically you could have a rep set your service to end after your initial payment. Now, obviously they have a retention program. Any big company has these. People have to be aware of what they are getting. If you talk to someone out of the country that doesn't sound too sure of what they're doing, doesn't it make sense to check it out a little further? No, people just simply say "I didn't know" or "I wasn't told of this or that" I just think it makes sense, if you can't understand what someone is saying to you, maybe they don't understand you. Or better yet, maybe you should just do your homework. I expect my cable to continue every month, whether my bill is paid on time or not. XM billing is just the same. No a bill is not sent out prior to the billing date, but that goes back to preferred credit payment. Do you want to start your service on the 13th, then get charged again 2 weeks into your month subscription for the next month you haven't even started yet? Read your agreement and you'll find all this in black and white. It doesn't take long to find it either.
geather-c on 2007-11-17:
please get copies of any and all paperwork and phone records of calls. send this to your state attorney generals office as well as the attorney generals office where xm sat radio is located,also contact the FCC and the federal trade commission.hope this helps.
*Brenda* on 2007-11-17:
Why would you throw away a bill instead of calling to make sure it was turned off? Didn't you notice your XM still worked?
Aerocave on 2007-11-17:
Although your arguments are justified, I simply do not have the patience and time to devote $28.52 to "matters of principle." I would have just paid the measly $28.52 and moved on. And I agree with Brenda, if you had contacted them when you had received the first bill instead of disregarding it, things might have been different. Also, I would have a hard time believing that you never tuned in to XM at some point during the 6 month battle...because unless I am mistaken, it was probably still active--which technically means you still did have the service, which is their argument for a prorated final bill. I would had in on 24-7 if it were me...I would have wanted to get my $28.52 out of it!
tnchuck100 on 2007-11-17:
Companies love people like Aerocave. Bill just enough so you will just pay it rather than fight. Multiply this by several thousand customers a month.
jktshff1 on 2007-11-17:
well said tnchuck
Aerocave on 2007-11-17:
You kind of missed my point chuck...its not like it was a phone line that was cut off with no service...We trade cars in at the dealership that the XM was canceled months ago and still active...my point was that at least debcamp still had use of the service (I am assuming anyway). I understand the frustration...but I have been in those aggravating situations as well and would rather protect my credit rating than risk a stupid $28.52 collection mark that could ultimately cost me thousands in higher rates in the future. And yes, I realize there are avenues to go about removing those unjustified marks, but again...phone call after phone call...to me, it is simply not worth it.
tnchuck100 on 2007-11-17:
Aerocave: No, I didn't miss your point. A hit on credit rating is a legitimate reason to pay. MY point was these companies love it. Granted debcamp did have access but also stated he was not aware it was still on and was not using it.

The major issue here is debcamp advised XM not to renew. They did anyway. They are not entitled to be paid. However, in reality XM is not actually out anything. XM's cost does not go down when a radio is deactivated.
*Brenda* on 2007-11-17:
If debcamp knew the XM was on, listened to it and failed to call and fix the problem then he/she DOES owe the money. If he didn't then that's another issue but personally if I got a bill for something I supposedly canceled I would call and make sure it was off. Them sending you a bill pretty much puts you on notice that the service is still active. It's just common sense....
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Lying Representative...They should be ashamed of themselves
Posted by on
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 except 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 except 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 uphappy 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 reps part, to do. 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.
     
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Anonymous on 2009-09-24:
Is it just me or or would anyone else have called back to make sure the account got canceled?
MaggieMcT on 2009-09-24:
It's not just you. Call back, check online, something. I don't trust ANYBODY with my money anymore.
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