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Automatic renewal after 3 years sent to collections
Posted by CMD on 08/03/2009
After seeing the other reviews I am less surprised at the response I got from an XM associate. I pre-paid a 3 year subscription for my car that ended 6/6/09. I never listen to XM so I did not renew when my renewal came up. I got many automated calls to call them to avoid service interruption. Never a call to say it was auto renewal and must be canceled. 7/29/09 I got recorded message from CNA collections and called to find they sent me to a collection agency and charged me an additional 30% collection fee. Yes, for one month 6/7 -7/7 they say I owe them $46.33. The collection agency gave me the number to call XM. The associate said this is what I owe and that was that. Spoke to the supervisor, Vaughn Easley, and he said it is an auto renewal and this is what I owe with the collection fees. How is this close to being legal??? One month service (12.95) and I owe $46.33. Even if it were legal to auto subscribe me how did they come up with such a number??? I offered to clear the account and pay for the one month at 12.95 since it was actually on, even though I did not renew. He repeated that $46.33 is what I owe. I requested to speak to his supervisor and he said he is the floor manager and that is as high as there is. Advised me to send an email.

I will take some of the advise on this site and file with the BBB and pursue corporate further. I too had intended to renew when my husband got his new vehicle so we would be on one account. No way am I getting XM after this. I will tell everyone I know to STAY AWAY FROM XM.

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Posted by goduke on 2009-08-03:
I'm betting some heavy cash that the auto-renewal is nested somewhere in the original agreement.

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

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

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

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

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

Without a doubt, this is the worst customer service I've seen in my life. On the basis of the customer service alone, I would advise any and all of my friend, family, and frankly anyone who can read to stay away from XM.
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Thumbs down don't pay anymore for radio!!
Posted by Sandy80 on 08/21/2009
The worst and I am talking about the worst customer service ever! I asked if they could cancel one, we have two, of the Radio's as we never ever used it and don't even have it any longer, they told me I had to call exactly on the day it was going to renew or I would be charged $100.00 cancellation fee. Or here is the kicker, let it renew be charged the money call back after it was charged on my credit card and only get part of the money back. These people are greedy stupid fools and shouldn't be in business. Please I am starting a campaing, disconnect your raadio when it comes up for renewal!!
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Posted by nstigator39 on 2009-08-21:
Well the person probably did not understand you, or you them, if you get a person who can understand you and explain that you want to cancel, they will ask you why and try to get you to take an extended "trial" three additional months and if you don't like it then call back. I just told them no, cancel as of today, I have had it and I don't want to renew, so they complied but it can be a hassle if they don't understand what you want, or perhaps they act that way.
Posted by Anonymous on 2009-08-21:
"These people are greedy stupid fools" But not as stupid as paying for radio in the first place.
Posted by BokiBean on 2009-08-21:
I gotta agree with Ken. I don't understand this subscription radio at ALL!
Posted by jktshff1 on 2009-08-21:
Ken/Boki, You have to travel out of your area alot.I travel 5 states in my car. Usually on the road 2-4 days @ week. It's difficult finding local stations that you like and remembering them all. You can't program your radio to do it.
That being said, I wouldn't have it if I did not travel.
I use Sirrus Radio and love it. Varied schedules, talk, music, etc. The cost per year @ $120.00, is well worth not having to fiddle with the radio while driving.
Posted by Anonymous on 2009-08-21:
I agree with Ken and there are other options like oh.....A CD PLAYER?!
Posted by Slimjim on 2009-08-21:
I was one of those that couldn't get the paying for radio thing too until I got one. Get a Sirus or XM subscription and you'll know why people do it. You get to listen to what you want, not what happens to come in where you are.
Posted by Anonymous on 2009-08-21:
My car came with a free year of Sirius. Their heads are about to explode that I won't give them my credit card to activate my 'free' account.
Posted by Eloise on 2009-08-21:
My husband has one. We don't get any channels up here in Western Carolina.
Posted by Anonymous on 2009-08-21:
Slim, I love the "let's make a deal" everytime the contract comes up for renewal. They start at a high price, you say forget it and it's on. Two years ago they started at $189 and took less than $50 when we were done.

It is great to be able to listen to one station from LA to Vegas with no ad's.
Posted by jktshff1 on 2009-08-21:
Well, they do have "ads", but not like the regular stations.
zz..cd's yea, got some of them also, but then it's over and over and over and over again of the same thing.
I've not had to negotiate pricing.
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Horrible XM Customer Service
Posted by Bucknut458 on 03/31/2009
I've been an XM subscriber for 5 years --- with radios in two cars plus an XM Weather receiver in the cockpit of an airplane that our company operates. There have been few actual "service" problems over that time, but the billing and associated customer support is an absolute nightmare. You can't change or cancel your recurring billing online once it is instituted -- likely by design because they want to try to talk you out of doing it. However, when I called to have a recurring auto-payment stopped (due to the pending increase in rates and elimination of certain services)I was first told that I could only do that in the month my subscription renews. Since I had waited forever on hold to get through to someone, I demanded to get it handled NOW... I was then told I'd have to be transferred to another department that could handle that task. So they transferred me and I remained on hold for 36 minutes before their phone line abruptly disconnected me. I e-mailed them about this problem and got back a B. S. response about how they pride themselves in providing "world class customer service" but aside from that they did nothing to solve my actual problem. I e-mailed back and forth several times and despite demands to do so, I could NOT get anyone from XM to call me. They instead gave me another toll free number (allegedly for payment cancellations) which got answered by a recorded voice but then abruptly disconnected me before ever getting to a human being.

I absolutely cannot reach anyone to take my cancellation order !!! As a result, I am simply going to have to resort to having American Express deny all charges made by XM and thereby constructively cancel all their services.

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Posted by Soaring Consumer on 2009-03-31:
I think it would be best that you send a letter in certified mail to their headquarters with your intention to cancel.
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Poor customer service
Posted by Oldandtired on 02/02/2008
BOTHELL, WASHINGTON -- In response to a recently received XM correspondence asking me to extend my 3 mos. trial radio service on a newly purchased GM car, I called XM customer service approx. 1/30/08. That was my first mistake. Not wishing to make a difficult to correct online error, I thought telephone communication would be the wiser thing to do. And all seemingly went well. I booked 12 more mos. service at approx. $142 plus tax. I then saw an XM page that informed me I could have online service for free since I already had auto service. How cool can this be I thought; More tunes for the same money. So I called again the next day. Spoke with another service rep. who was on the ball and advised me that since I had two cars with XM service - another GM car purchased 6/05 - I qualified for the $6.99/mo rate on the second car. So he saved me money. True. But the first service rep. had failed to catch this point and had, in effect, charged me more for the second car than he should have. The second service rep. also consolidated the two radios - 2 cars - under one account number. Once again, he's on the ball.

Finally we get to the online service issue. He directs me to a link that I can use to register for the online service. But I know from prior investigation that this linked page includes a billing information page that needs to be completed. If the online service is free because I already have paid auto service, why do I need to complete a billing info page? He offers to walk me through - he's a helpful, competent guy. I say no, I'll try it myself. You've generously given me plenty of your time. That was my second mistake. I go to the link. For more than an hour I try to negotiate it w/o having to complete the billing info page. No can do. I call back and speak with a third service rep. I explain my concerns about completing the billing info page. She has a note of hesitancy/uncertainty in her voice. Go ahead and complete it, she says. Again I express my concerns. No, that's ok, she says, still w/hesitancy. Go ahead and fill it in. I do what I'm told; after all, she's the knowledgeable person. That was my third mistake. Knowing how these things tend to work, about an hour later I check my email.

Sure enough, there's a message confirming my online service order with the specification of a $7.99/mo plus tax service charge. Thought it was free, didn't you. Now reader, please note that of the three service reps. I had spoken to within a 24 hour period two had made mistakes that had the effects of charging me more money than I was supposed to be charged. I call back and explain the issue to a fourth service rep. - while gritting my teeth and explaining that I am trying, oh how I am trying, to control my irritation. Well, at that time of evening they don't have staff that are authorized either to correct or cancel your service. They only have staff who are authorized to sell you service. Funny how that works. You'll have to call back tomorrow. I call back in the morning. I speak with what seems to be a more senior service rep. person: Very professional, very accommodating, very apologetic. After all, she's the person customers talk to when they're about to terminate service. Consequently her principal responsibility is to hold on to booked business. She offers me service at a reduced rate etc., etc. Too late. I thoroughly enjoy the music in the car, no complaints whatsoever, but the jerked around factor has become too much. Maintain the radio service in the 05 Malibu - that person can't continue life w/o it -but cancel the service both in the new car and online I tell her.

All I want is never to speak with XM again. So I have my new car, and I have approx. 6 more weeks of XM auto radio service. But that's it. Do I believe anyone of the several XM persons I spoke to was less than honest and eager to serve? Absolutely not. Everyone of them, I believe, acted in accord with corporate process instructions and a genuine desire to do their job well and take care of the customer. But that brings us to the question of corporate process and the management/executive level mental giants who establish those processes. Do I believe that any of those persons would ever create a process that they suspected might confuse and hamper the customer in such manner as to benefit the corporate bottom line? What do you think? Do I believe that those same persons care as much for the customer's informed benefit as they do for their own bonuses and promotions? What do you think? Do I think that those persons might skimp on employee training and customer service in order to increase the bottom line and thereby their own rewards? What do you think?
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Posted by Hugh_Jorgen on 2008-02-03:
Sorry you had such a bad experience. You would have been better off not calling them - there is a link right off their home page to add the online service to any existing account - you just enter your radio's ID number and your email address. You set your password and you are good to go for the online service.

Posted by nstigator39 on 2008-02-03:
I just went online and set up the whole thing just using a screen name and creating a psssword, now I can listen to XM anytime on the computer, didn't need to contact a service rep.
Posted by blufour on 2008-07-29:
regarding the XM customer service: I totally agree with the first person who wrote about the bad experiences. Yes, you can sign up for on-line free listening without getting charged and it was easy to do that, just like the other commentators said. But, if you do have ANY problems that require speaking with an individual, forget it! I mean, you HAVE to do it that way (no matter that they say, go on-line and take care of this), you have no choice except calling to talk to a person with some matters but it's brutal! My husband's radio had a breakdown so we purchased a new one. This meant I had to switch service to the new one. It's been 3 days of pure torture trying to do that. The first person I called had error messages so told me to please call back later. It was only a couple of hours until closing so I waited until the next morning, knowing that by the time I waited out the hold time I'd probably get dropped off for closing time. Keep in mind that every time I've had to call I've been on hold for a LONG time. I'm talking half an hour and, yesterday, I would wait for 20 minutes or more between talking to someone and then waiting again for over 1 1/2 hour total! Each time I get a different story. The 3rd person said the phone had not been activated even though the 2nd person said it was taken care of. The 3rd person (by the way, 2 of the 4 people I spoke with could barely speak and understand English!) finally asked me if the others had told me about the terms and conditions. I says, "Noooo", thinking,"now what?" Seems that since I purchased the radio that broke on a special promo deal (for only $6 or thereabouts you get an additional radio and the additional cost for added radios is less that the main radio) I would be charged a cancellation fee of $100 for getting another radio in place of it!! By now, I'm so ready to scream at someone! I explain that I am not cancelling, only replacing a broken radio in order to KEEP THE SERVICE. She has no authority to cancel out that fee so puts me back on hold. I had to wait on hold for at least half an hour to speak to someone again. By the time he answered I was almost sure I was only getting another peon who would run me through the same loops. But he actually had the authority to waive that fee. Trouble was he was having trouble getting the system to do it. You see, they've been updating software at customer service. For the last 3 days I keep getting the same song and dance. Evidently they are having a great deal of trouble with this software update. I have now talked to 4 people trying to get this new radio activated. Each time they tell me it's okay, it's activated. I call back saying no, it is not working. They tell me it isn't activated. Now, this morning they told me the software problem has not allowed it to take affect and they will put me on a call list. Someone is to call and let me know it is activated and tell me how to set the radio to get it going. By now I know how to start the blasted radio! I just need them to get their heads out of the mud and do what THEY need to do. I will be very surprised if I get a call back. This is not the first time, by any means, that I've had trouble with XM customer service. ANYtime I've had to speak with someone about ANYthing there has been all this hassle. No one seems to know what they're doing. When I got a home radio to give as a gift and added the extra charge to my account I had to speak with someone and the woman assured me that by paying with my credit card at that time it would not mean I would keep getting billed on my card. "No, we do not keep the card here on file" she said. I've been getting billed quarterly ever since on my credit card! Can't believe anything they say!
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Unethical Billing and Hard to Cancel Service
Posted by Debcamp on 11/17/2007
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 and 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 and 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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Posted by 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.
Posted by 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.
Posted by 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.
Posted by *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?
Posted by Aerocave on 2007-11-17:
Although your arguements are justified, I simply do not have the patience and time to devote $28.52 to "matters of priciple." 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 arguement 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!
Posted by 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.
Posted by jktshff1 on 2007-11-17:
well said tnchuck
Posted by 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.
Posted by 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.
Posted by *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....
Posted by *Brenda* on 2007-11-17:
BTW, Sirius is better anyway ;)
Posted by Sparticus on 2007-11-17:
Sirius rocks... not sure what I would do without it... =)
Posted by 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.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Terrible Company, Don't Get Involved
Posted by Rsglukesue on 07/16/2012
DRURY, MISSOURI -- If you want to cancel your service it is impossible. It is all from a foreign country and they will not allow you. The website is a joke if you want to cancel this service. They will put you on hold and nobody will ever answer you, if they know you want to cancel your service.

They are like the scammers that tell you that you have won something and send money. Don't get involved with them. It is easier to get money from the scam then to get rid of XM.
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Posted by Bill on 2012-07-17:
Best thing to do when you initially activate ask for an invoice. Don't give them a credit card #.
That way it's easy to cancel and they can't charge your card. It's $5.00 for a paper invoice but no hassle.
Posted by Sharon on 2013-07-09:
Ok then, can you pay for a year in advance?
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XM Sirius Fraudulent Billing
Posted by Nunyourbusiness154 on 09/26/2011
While reviewing my credit card statements, I noticed a monthy charge for XM radio and a quarterly charge. My account was being billed quarterly and my spouse had noticed the 2 previous charge card statements had a monthly XM radio charge also. She had assumed we were on a monthly payment plan. I assumed that one of the kid's cars had the XM radio package (we have 5 cars). It turned out we only have 1 XM radio account and that XMSIRIUS had added a strangers account to our credit card. We spent over 2 hours and talked to 7 people and 2 months later we still had not received any credit. Called in again (another hour)and discovered that the mystery person had his radio plan adjusted to a yearly bill (with a 3 month credit-yes the credit was from my charge card).

So it was almost 3 months, 3 hours of calls, and 8 separate people and I still had the disputed charges on my credit card.

It seems like the first few people you get when you call, just want to talk you into upgrading your plan.

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Posted by Valerie on 2011-12-06:
I noticed a charge to my credit card from Sirus XM and I had prepaid through March 2012, so I knew there was an error. When I called XM to investigate the charge they could not find the charge, I then had to provide my credit card number in which they were able to determine my card was used to pay another account CHOAN HERNANDEZ's account. I do not know of this person and frankly I would not pay for a strangers account. After being on the phone on hold back an forth (an hour and a half to be exact) they told me I had to prove they charged my card by giving them my credit card statement! What? they just verified they charged my card and now I have to PROVE they charged my credit card? I was pretty ticked- not to mention my credit card was only tied to this XM account- so I'm pretty certain they goofed and charged me and/or an employee defrauded me. I sent statements to the fraud dept and sat on hold another 1 1/2 for resolution (by the way when you call, you're calling the Philippines)anyhow, the end result is I had to go to my credit card company to fight the charge. The moral of the story is...do not give XM your credit card information to store on account for automatic billing! Unless you enjoy making multiple calls, crapy customer service and the burden of proof!
Posted by Mike on 2011-12-07:
YEP YEP YEP..XM is a rip. I buy a new car every year. I call XM to change my id and account. Come to find out they billed me for the last 3 cars. I called and they said would adjust my account for 2 years then billed me more the next month. After hours on the phone I was told it was fixed. Now I buy a new truck and I am sent a new bill ( I am paid in full until 12/12.)They are so messed up they had 3 people and my old 3 cars and have been billing me on all 3. The "helper" rep didn't have a clue. I called the BI#@* every word in the book. DO NOT DO XM!!! RIP RIP RIP> ask anyone! This has been going on 8/10/10 to STILL!!!!
Posted by Jennifer on 2012-01-07:
I have been having issues with Sirius radio. I have been getting the run around for almost 2 months now. I had canceled my subscription 2 years ago, but I was charged $ 191.72, and another $ 184.24 after the cancellation. I spoke with many different people at Sirius and was advised I would be getting a refund for the full amount of $ 375.96. I have made numerous calls, spoke to supervisors and even given confirmation numbers, but still nothing. I have been on hold numerous times for more than an hour at a time. After being told on 3 separate occasions that my refund had been submitted but then rejected, I have become very angry and upset. Today, again I was on hold for 2 hours, and was told that I was only getting a refund of $ 25.54, What the heck is the problem here. They got their money from my account without authorization, and when I try to get my money back I get the run around. What is a consumer supposed to do when are getting taken advantage of ? I have jumped through enough hoops already, can I sue them or file a theft report on them ? I surely don't want to do that because I loved the service when I had it, but what choice are they leaving me ?
Posted by Joe Zarella on 2013-09-06:
I had the exact same issue. We paid for a year of XM radio. Fortunately my wife paid the annual fee and then noticed we were getting billed for a monthly fee. She called XM trying to get it fixed. Interestingly enough, the phone number linked to the "other" account is not the one on our account. However, the "other person's" account had our credit card number. After about an hour on the phone with the XM "service" rep and numerous holds she called the credit card company to dispute the charges.
This is where it gets really funny. She had the credit card rep on one line when the XM rep came back on. The credit card rep heard the entire conversation. In a nutshell, XM rep told my wife someone else must have the same credit card number! REALLY! She told XM to pack sand and ended the call. The Discover rep's comments were "Oh my, I am disputing these charges and canceling your card now". If it didn't piss me off so much I would laugh about it.
Now, about 2 months later we get a call from XM on the "other" cell phone number not linked to our account. They ask for the "other person". My wife had just hung up after telling them they had the wrong number when she realized who must be calling as she remember the "other person's" name. I called back and went through the automated system. Apparently the "other person's" credit card did not work and the were about $67 in the hole. Big surprise. I ended up talking to two reps (asked for a supervisor multiple times...never got anyone) who were complete idiots. BOTH said that since the phone number was linked to the "other person's" account, we must have the same phone number! WOW!!!
I asked Erika, the 2nd rep, to have Joe Zarella, Chief Service Officer at XM give me call. I would like to hear from him. I will hold my breath!
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Deplorable Customer Service Rep
Posted by PsiFires on 09/10/2011
Each time you call to cancel they've got another pitch. I liked the Blue Collar Radio and thought for $4.99 a month I'd take it. One renewal left me agreeing a "home radio"...but with no speakers when it arrived? I complained and they sent me a docking station but my speakers didn't work with it.

I hated the auto bill, called and the representative removed my account info. Thought the account would cancel after the promo period and it did not. I received an invoice I thought was marketing materials. I finally answered a call to say stop calling me I'm not purchasing another promo. I was met with you owe $31.22.

Pressed the option for billing. Told the representative I didn't agree to a renewal in fact when I called last time I specifically told the representative I did not want an auto renewal. I was met with "we're an auto renewal company"...WTF!!

I asked for a supervisor and my call was transferred to "Katie". 1st class BIOTCH!!! I can't believe this "Katie" is the last line of customer communication or any for that matter. Katie assured me there was nothing that could be done. Not even if the president of the company was standing right there with her.

I asked "Katie" for her manager and was told "no" go to the website and write us. I told "Katie" she could pull my last call where the representative from the Philippines assured me there was no auto renewal/bill, "Katie" informed me only a court subpoena could get the call pulled which is located at "Corporate".

Katie then proceeded to tell me again; "no" to a manager request, "no" to a call back from a manager. Then said "we're just going around in circles, "is there anything else I can help you with?" If not we're done, before she could disconnect me I said "I'll call back and get someone else."

I got transferred to Mike when I called back. Not the warmest fella but he got down to business. I explained my experience with Katie and what was explained to me when I renewed the service. He read the notes on my account. BAM!!! He resolved the issue.

Oh FYI, when they place your radio on "inactive" or "deactivate"it doesn't mean the account is closed. Who'd know that?

Sell me a "portable home radio" with no speakers. Don't mention it doesn't have speakers. Ugghhh. Worst of all "Katie". In this economy I don't want to wish anyone to lose their job, however "Katie" should lose her job. Utterly useless, rude, unyielding, and unbending. My company not withstanding, it's people like "Katie" that we don't want on our front lines representing the firm. We all have work to do...DBRF.17737167688
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Too much talking by DJs
Posted by Rvmckneely6 on 07/21/2011
XM Radio. My favorite stations are the 50s, 60s, and 70s. There was way too much talking by the DJs, such as Cousin Brucie (evenings) and the morning guy. I called XM on numerous occasions, sent certified letters to the president of the company and a couple of board members, and made online complaints. I even called several times, but the customer service reps said they could not do anything.

No one ever responded to the complaints. I pay for XM for the music, not to hear "has been DJs" talk about insignificant events (insignificant because most of the nation doesn't really care about the happenings in Smalltown USA), but to actually listen to the music I like. These DJs carry on for several minutes at a time on a regular basis. Most of their "callers" are little children.

This is my opinion, but it seems odd that these DJs spend so much time with little children. How many children really like oldies? While I do not have any evidence to suggest any inappropriate actions of the DJs with children, I am concerned.

There is an alternative called "Slacker Radio". I have an iphone, but I am concerned about "data charges". An AT & T lady told me that Slacker does use data when not using WiFi, but a Slacker review said that it does not. They do offer a radio for purchase, and that undoubtedly would not incur data charges. I think I am going to give it a try.

I will gladly pay to listen to my favorite music. I will not, however, pay to listen to DJs talk for than a few seconds at a time.

Bo McKneely
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Posted by ChuhBaca on 2011-07-21:
Good review (except it probably wasn't necessary to start going down the accusatory road regarding the age of the callers). XM is a subscription service, and music should be music, while talk stations should be talk.
Posted by THELUCKYONE on 2013-06-17:
Posted by Get Rid of the DJs on 2013-07-29:
I agree 100%. Especially Cousin Brucie...he goes on and on and on and on and on.....never plays any music...just talks about his own life events. I am going to cancel my subscription.
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