XM Satellite Radio Complaint - Major billing scam
For everyone that is having problems canceling service, email Joe Zarella, Executive VP
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.
Subject: customer complaint
Size: 4 KB
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
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
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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