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XM Satellite Radio Complaint - Major billing scam - XM Radio
XM Radio - Complaint
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 with in 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.
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 with in 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.
Comments:
Posted by 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.
Posted by 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.
Posted by 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.
Posted by 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 a 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!
Posted by 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 continous 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
Posted by 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.
Posted by 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.
Posted by 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 law suit going against these low life crooks!!!
Posted by 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?
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