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.
I had been a customer of XM Satellite radio for approximately 2 yrs. When my subscription expired at the end of June I wasn't aware it had expired until I was not able to get a signal & called to have the signal resent. I called them 2 different days attempting to get a signal with no luck. On the 3rd day I was told that my subscription had expired at the end of June (this call was placed on the 21st of July) & through the double talk & broken English, I was able to decipher that I now owed them $20.75 for the time they allowed my service to run over before they decided to interrupt my service. The operator attempted to get me to renew my subscription for 3 months for around $45.00 I told her that I had been on a yearly plan & asked how much that was. I have paid approximately $180.00 a year for the past 2 yrs. & was not expecting to hear that my grand total would now be $309.55. I told her not to charge anything to my account at this time as I wanted to confer with my wife to see how much she had orifinally paid for the service. She stated that my card would not be charged & gave me a reference number & we disconnected.
Upon speaking to my wife, she stated that it should not have been that much & that she would call them & see what she could accomplish. After attempting to haggle with them over the price, she concluded that our lives would not be negatively affected by canceling the subscription, which I whole heartedly supported. I found out a few days later that XM had charged my credit/debit card for the $20.75 that I told the operator not to charge but that they had further charged the $309.55 for the one year susbscription that we clearly stated we had no interest in. I understand that there may have been a bit of a launguage barrier between myself & XM's operators, but when a customer states "I want to go ahead & cancel my account, I do not authorize any further transactions on my credit card.", & they charge it anyway, that is just plain illegal.
The other 3 cents I have about this situation is against our judicial system who fails to protect it's people from corporate predators like XM. If an individual had taken my credit card information & charged $309.55 they would be prosecuted for Credit Card abuse in Texas. Since XM has corporate lawyers that can run the prosecutors in circles for God knows how long, the judicial system writes it off as a civil matter, because they are either simply too lazy or too afraid to go after the corporations. I was a police officer for 9 yrs. & have built & testified & worked with prosecutors on cases like this, so I do have some "behind the scenes" knowledge about what goes on behind the closed doors of the Judicial System.
Please Read If you are about to cancel your XM Satellite Radio subscription.
I don't know you, but I can tell you what will happen next.
You will log into your online account to cancel the service, and find out that you MUST call an XM radio representative to cancel a subscription.
You will call the 800 number, and give your name, address, and account number to the first customer service representative, who will put you on hold for twenty minutes.
The second customer service representative will ask you for the same info you already provided, and ask you WHY you are canceling. You will answer, and be put on hold for another 30 minutes.
The next customer service representative will ask you for the same info you already provided, and then ask why you are canceling, and then ask if there is something they can do to keep your business. When you answer no, you wish to cancel, you will be put on hold for another twenty minutes. At this time, the phone will disconnect.
You will then repeat steps 2 through 4, get disconnected again, throw your arms up in the air in disgust and call it a day.
One month later, your credit card will be billed again, and you will repeat steps 2 through 4 again. This time you will be smarter (or so you think) that the representative, and you will tell the first one who answers that you are not going to wait, that you want to cancel your subscription immediately.
You will be put on hold for another twenty minutes. When the next person answers, they will try to come up with a payment plan that will meet your needs. You will decline and demand a cancellation. They will tell you they are cancelling your account and that you will receive a cancellation confirmation email.
The confirmation email never arrives.
One month later, you will be billed again.
You make one final telephone call to XM Radio and repeat all steps above. Angry, you resort to ranting on a message board in hopes that somebody will be able to wave a magic wand and make the whole mess go away.
When the XM fairy does not show up with the magic wand, you will be forced to cancel the credit card associated with the XM radio account. Of course, this is the one credit card you have the most credit history with, and your credit score goes down the drain.
I wish this were a joke. I have been a subscriber for 5 years now. I have 3 radios on my account. All I wanted to do was to remove one of the 3 radios. I now live outside the US so I thought I could email XM to remove the one radio. Nope, I have to call a US toll free number. So I called in January when I was in the US to have the radio removed. After a 20 minute call - I thought it was taken care of.
Here we are a month later - I continue to email - to plead really to remove 1 of my 3 radios from my account. I continue each time to get the same form letter that I need to call XM on the toll free US number during their business hours. After 5 emails, I have decided that I'm going to completely close my account.
There is seriously no one that even knows how to read as part of this customer service. So here I am now in March, still living outside the US and I need to find a way to completely terminate my account this with company.
I'd like to say that this the first time I've had such troubles. The opposite is true - billing is not accurate. It's not possible to get a good view into the breakdown of the billing. And it seems like every time I call, I'm on hold and get someone how does not fulfill the request that I've made.
Without a doubt, this is the worst customer service I've seen in my life. On the basis of the customer service alone, I would advise any and all of my friend, family, and frankly anyone who can read to stay away from XM.
I am very upset with XMRadio. Two months in a row now they have overcharged my account. In August my monthly fee went up due to the royalty charge, which by the way was never notified about. When I called about the overcharge in August, the girl I spoke with told me how very sorry she was that I was never notified and that she would credit the overcharge back to my account and then offered me a deal that if I signed up again for another year that I would only pay $12.80 per month. I said, O. K. that sounds good. Thought all was taken care of.....Wrong. My September payment time rolled around and I was checking my bank account on-line and what to my surprise I find a charge on my account for $128.00. That was 3 days ago. I called right away to get this reversed and credited back to my checking account. The woman I spoke with said her name was Justine and could help me. She offered me a free month for the inconvenience and gave me a reference number for that. She then proceeded to process the credit to my checking account. I asked her how long it would take to go back into my account and she said it would be credited back to my account by Friday. I told her that I hoped so because I had a bill that was out there that was part of the money that had taken out of the account. (There is a bit of difference between $12.80 and $128.00.) She said no problem and that she was processing the credit as we spoke and also gave me a conformation number for that and said the money should be back into my account by Friday. Well, here it is Friday.
I checked my account and NO CREDIT. SURPRISE, SURPRISE. Oh, by the way, the check I had told Justine about went through my bank as of last night, and due to the money not being all there, I now have a $25.00 Returned check fee!!! I called XMRadio immediately and spoke to a representative by the name of Arme. After I told her about my call to them 3 days ago and what was supposed to happen, she proceeded to tell me that the person I spoke with before never processed the credit. I told her that she gave me a confirmatin number. I gave Arme the number and she proceeded to tell me that there was no such number. I said, so she lied to me!..Arme said she was going to process the credit herself and then she gave me a conformation number. I asked to speak with a supervisor several times and was put on hold several times. Each time Arme came back on the line I was told the supervsors were very busy. I asked about another number I could call and she said that there was only the one I just called. I asked for a location that I could write to and she told me that I would have to send it to South East Asia. At this point I am about ready to boil over. I can not believe a business can be run this way and continue to stay in business. I am considering canceling my subscription and writing to the BBB and FCC concerning their business practices. This is not right and from the majority of comments I have seen on here, there are a lot of unhappy customers.
I called XM over the online radio and since my mom had an account already on her Hyundai so I thought we could get it free. I was wrong then the lady said that we are having a promotion and that you could have a $200 dollar radio for $19.99 and it was the Skyfi 3 I thought it was a good deal and so I listened and got thought I got all the information I didn't. She said sorry but we don't have that in stalk that we sold the last one but I can give you and express EZ for $9.99 well I thought wow that was a really good deal and the she said you have to have a three month subscription for $8.95 and we will not charge you for activation or shipping so I said OK and I gave her my card number. She said we are sorry for the long wait on getting your code for the order that you purchased and I will call back And she never did. I got a hold of a new person and this time he said that it didn't go through. I said what do you mean and he said I will reorder it for you except this time amazingly the Skyfi 3 was back in stock and I said OK that was fine because it had more than the Xpress EZ and then he said that the bill was $14.99 for the activation, $15.00 for the shipping, $8.95 for the 3 year subscription per a month, and then I paid $19.99 for the radio. I told him that it wasn't $55.98 that the lady said it was blah blah blah. I called the supervisor and she said OK we will get rid of all the fees and will put them as credits in your account so I said OK I will take it big mistake. When I got it, it didn't even work so I waited on then and waited for someone to answer so than I received another radio the Xpress EZ that I didn't want so I told then to cancel the Skyfi 3 and moved it over to the Xpress EZ and they said it wouldn't be no charge. I got a statement saying I owed a lot of money and I called them to find out what happed and they said we owed this amount even though we paid for everything before we got it. I told the lady that if you didn't straighten this out that I will get a layer and sue there asses then she said sir sir we aren't going to do anything. I told her that you will take this to a collection agency and I will be the first one to it before you cost my mom her credit ratting and make it worse. She said that we are transferring to a manager and finally got everything straightened out. Now we sent in the Skyfi 3 for our money back and yet we still never received our check or credit what ever they were planning so now I have to call them and UPS to find out what happed tomorrow because it is to late here But if I don't get my money back then I will be the one to file a class action lawsuit and you all will be included.
After seeing the other reviews I am less surprised at the response I got from an XM associate. I pre-paid a 3 year subscription for my car that ended 6/6/09. I never listen to XM so I did not renew when my renewal came up. I got many automated calls to call them to avoid service interruption. Never a call to say it was auto renewal and must be canceled. 7/29/09 I got recorded message from CNA collections and called to find they sent me to a collection agency and charged me an additional 30% collection fee. Yes, for one month 6/7 -7/7 they say I owe them $46.33. The collection agency gave me the number to call XM. The associate said this is what I owe and that was that. Spoke to the supervisor, Vaughn Easley, and he said it is an auto renewal and this is what I owe with the collection fees. How is this close to being legal??? One month service (12.95) and I owe $46.33. Even if it were legal to auto subscribe me how did they come up with such a number??? I offered to clear the account and pay for the one month at 12.95 since it was actually on, even though I did not renew. He repeated that $46.33 is what I owe. I requested to speak to his supervisor and he said he is the floor manager and that is as high as there is. Advised me to send an email.
I will take some of the advise on this site and file with the BBB and pursue corporate further. I too had intended to renew when my husband got his new vehicle so we would be on one account. No way am I getting XM after this. I will tell everyone I know to STAY AWAY FROM XM.
In January of this year, I obtained XM radio on a new vehicle and a subsequently ordered one for an older vehicle. Although the radio was fine and the stations were good, the service by XM was a total rip off. For 4 months I heard nothing from them and received no bills. Suddenly, I received two bills for over $400 with no explanation for this. Since I was told that the service was $9.99 per month, you can imagine my concern with this charge. When I contacted them, they were very vague about what the charge was about and after about an hour on the phone with several people, they corrected the bill and extended the service; supposedly at the $9.99 fee. Today I contacted them again as I had been directed to do. I was prepared to continue my service at the $9.99 rate. I was informed that I had a bill balance of over $46 and that they were adding an extra $1.98 per month charge for some copyright fee. I informed them that I had not received any bills nor had I received any notification that there would be an increase in the monthly rate. As this was the second time that this company attempted to raise their rates in direct violation of our original agreement, I asked to speak to a manager and was told that one was not available. Because of their horrible service and their underhanded tactics related to pricing, I instructed them to cancel the service and I would return the radio they had sent me. I was informed that there would be a $25 early termination fee and the radio could not be returned. I informed them that since they did not uphold their end of the original agreement and raised the prices quoted without notice, I was not paying any fees. I was told that a manager would contact me about this. At this time, I have not been contacted - which seems to be their preferred method of doing business.
I was satisfied with the product, but the companies policies are obviously designed to rip off the customer. At one time I would have been an avid customer and advocate of their service. But now I would not recommend them to anyone; in fact, I intend on warning everyone I know to stay away from this company unless they wish to be ripped off by their poor customer service, increasing prices, and willingness to modify their agreements without proper notice.
XM's customer service is fine if you're subscribing. If you're cancelling you get hooked up in India with this scripted methodology for making it as inconvenient as possible for you to do so. First, you'll get transferred to "another department" and it's here that they might disconnect you --accidentally? Not really. You would think so but not after I read several accounts of this online. The next thing they'll do after you eventually get through to this other dept. is that they'll tell you that their "system is down" and they can't access your account. BS --I was ON my account online as I spoke with them. It's just that XM doesn't have an option to cancel your service online. They said the service was going to be back up in two hours and to call back at that time. They couldn't take my order to cancel nor could they call *me* back when the system was back online.
Well, I thought this was very suspicious so I did a quick search online. Guess what? MANY accounts of people that got the same runaround. Exact same things listed --disconnection the moment you say "cancel" and then the "system down" bs. That got me furious. I called them back immediately as I knew their system wasn't down at that point, and I told them as much, and, oh, a miracle --their system was working again. What a surprise. I was so upset as this point that I cancelled all 3 of my XM radios instead of just the one I was calling about. Of course they run you through a hard sell script to try to get you to keep subscribing. They list a nothing "promotion" first like a 50% off for one month and then they build it up to 3 months free. I told them to make it a year for how they made me feel. Anyway, they lost someone that probably would have been a lifetime subscriber. I loved their product. But support this sleazy methodology? No way.
I'll bet they mistakenly charge my credit card next month and make me jump through hoops trying to get them to reimburse me just as many others are saying is the next thing they experienced after cancellation. I've submitted a convenient complaint form on the BBB website and I suggest anyone else do the same that has experienced this shameful scam.
Here's the letter -
June 1, 2009
XM Satellite Radio
PO Box 33174
Detroit, MI 48232-5280
RE ACCT. # : xxxxxxxxxxxx
I write you this evening after having been put on hold by your XM associates for a total of 109 minutes. I have three XM radios. I have been a subscriber of yours for more than seven years. I recently lost my job and one of my cars. I, therefore, no longer need one of the three radios. The ID of the one I want cancelled is xxxxxxxxxxx.
I have spoken with no fewer than 8 of your associates this evening. After explaining my wishes they said they could not take care of it and would have to transfer me. Each time I was transferred and being on hold each time for 15 minutes or more, I told them I wanted to cancel one of the three radios I was disconnected. I finally wanted to speak with supervisors and was told there would be a minimum wait of 30 minutes. When I complained to one of your associates that XM had run this 100+ minutes from my cell phone account, she told me I had dialed a toll-free number. Someone needs to explain to her toll-free numbers do not make the call free when using a cell phone. Because I have lost my job I know have a small cell phone plan, therefore each of those minutes will cost me 25 cents (times 110). You can do the math.
I want this one radio cancelled immediately (effective June 1, 2009) and for my nearly two hours of my time, suffering with horrible customer service people, some of whom I could not understand due to their location in India, as well as the over $25.00 in cell phone costs, I am insisting on one free month of service for the remaining two radios. I also, under the circumstances, refuse to pay any cancellation fee for any reason, including this one radio not having been in service for a year. Again, I have been a customer of yours for over seven years. I believe this is the least you can do to even come close to calling it respectful, respectable and reasonable customer service.
Also, while I have your attention, your recent marriage with Sirius is the worst thing you have done since I began my subscription. We have lost the weather channel, you are now combining cities (which make no sense together) on your traffic and weather channels, the morning “team” on “Nashville” channel 11 is horrendous – They are no better than a local small-market country station and now we have to listen to all the commercials in addition to the poor product? So convince me why we listeners should have to pay for that when it's available anywhere in the country. The announcers on the seventies channel are a joke. They read this terrible attempt at humor and it's laughable, but not with them. To demonstrate how out of touch you are with your programming, why could you possibly believe the “Open-Road” Channel (now Road dog) should have promos for Martha Stewart! On a trucker's station???
XM Radio – page two,
When I first bought into your company the big deal was commercial-free music. It is anything but that today. There are commercials all throughout your programming not to mention these “mini-sermons” (religion) we are forced to listen to. Just what are you trying to accomplish? Who do you believe your audience is? How much more do you think your listeners, your customers can take? I could go on but XM has taken up enough of my time tonight.
I have enclosed my recent invoice and I plan to not send another dime until I receive a positive response from your offices with regard to my request and to my comments about the product.
I thank you for your time and await your response.