Sirius XM Radio Complaint - Changed our account to a Lifetime subscription WITHOUT our approval!
PHOENIX, ARIZONA -- Oct. 2 - I called 'Listener Care' after they debited my checking account $149.65 AND a $65.00 charge. The first charge was an 'automatic' yearly renewal after our three-year paid up contract expired on our vehicle. The second charge was for an 'automatic' yearly renewal after a one year contract expired on our second vehicle. No notice, no bill, no renewal contract, nothing...............they just helped themselves to our checking account and renewed both of our accounts. While talking to a representative in 'Listner Care', I agreed to a second three-year contract of 'Mostly Music' on vehicle 1. The three-year charge minus what they had already deducted from our checking account left an agreed upon balance that was to be paid in three monthly installments, beginning on Dec. 7. The charge on our second vehicle ($65) was to be refunded as vehicle 2 was in storage and we did not want to renew the contract. They would have been advised of this if they had sent a renewal notice rather than just helping themselves to my checking account. This call took 45 minutes.
On 10-20 another charge was taken out of our account even though nothing was due until Dec. 7! I called and a representative promised to have straightened everything out. Again on 11-9 another Sirius XM charge was taken out of our account even though nothing was owed until Dec. 7. On 11-11, I called 'Listner Care' only to discover that someone there had changed us on Oct. 18 to a Lifetime contract and we now had a balance of $797.03! This was done without our permission and there were no notes on our account as to why or who changed our account. When you call in, you must give several pieces of personal information in order to access your account. However, it seems someone (probably a Sirius representative that works on commission) easily accessed our account and charged us for a Lifetime contract! The representative kept quoting me 5 monthly payment amounts that did not equal the balance due. She couldn't figure out why the computor kept giving her a different balance than what was really owed. She promised me that she would review my account with her supervisor and call me back later that afternoon. This call took 35 minutes. She never called me back.
11-12: I called in and requested to talk to a supervisor. I received the run around and I finally demanded to talk to a supervisor. Supervisor(Kristen (ID 337PH) reviewed our account and because there were no notes on our account about us changing to a Lifetime contract, she believed me and said she was correcting our account and we agreed to the corrected balance. Kristen gave me a $54.11 credit for all my trouble. With the two additional debits on my account, we agreed to the unpaid balance.
11-22: I received a bill for over $400! I called and briefly explained that I was didn't want to talk to anyone except a Manager. I was put on hold for 35 minutes and then hung up on. I called back and demanded to talk to a Manager and told the representative NOT to put me on hold while she got me a Manager. I talked to Manager Ray (ID 676AC). He could see from all the notes on our account that everyone had royally messed up. He worked and worked on our account and could not get it to reflect the credits due us. He then said he was closing out our account and opening a new one. The new account reflected a balance due of $100, which I agreed was correct. Ray said if I would pay it in full during our telephone call I would end up with a paid up three-year contract. I told him I WAS not paying another cent until the agreed upon due date. He then offered me a $50 credit for my trouble and if he could process the other $50 during the call I would owe nothing. I agreed, he had me sign back in to my account to see that it carried a. 00 balance, which I did. I had originally requested Ray to call me back when he got our account straightened out and he informed me that they cannot make outgoing calls. I said if one of your employees has a heart attack are you telling me you can't dial 911? He said they could do that, but make no other outgoing calls. Therefore, I was forced to stay on that call for an hour until he straightened out our account.
12-3 I received two bills, one for $102.00 and one for $487.89 on two different accounts! I have now called in 9 times and had many, many long conversations with as many promises to correct our account and now two months later it has not been done. I have emailed 'Listner Care' and told them if I don't get a call from them by the end of the next working day (Dec. 5) I was cancelling my service and demanding a full refund.
The moral of the story is that 'Listner Care' does not listen, nor do they care, nor do they do what they say they are going to do. DO NOT SUBSCRIBE TO SIRIUS XM RADIO!!!!!!!!!!!!!!!!!!!!!!!
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