Sirius Satellite Radio Complaint - Poor Customer Service
We allowed the sat. service to terminate following the introductory offer from purchasing our 2010 Jetta TDI. My wife and I enjoyed the service however could not justify the cost considering the limited time spent in our car. A representative of Sirius called our home and solicited a promotional offer to reactivate. The wife being in a wonderful mood that morning thought it would be a nice thing to do for our son and I to activate the service. She proceeded to set up an account and ofcourse provided credit card information. She was then told to go out to the car for the activation portion. During this process a problem was discovered and the service could not be activated due to possible tecnical problems. The representative then informed my wife she was being transferred to someone who could resolve the issue. After waiting on the phone for 2 hours (the credit card was already billed)a technician answered and quickly found account information was not entered correctly and told my wife she would be transferred to someone who could help. After waiting on the phone another hour someone answered to which the wife explained her situation and considering all the problems would like to just drop the whole matter and cancel all orders. She was told that would be no problem and all billing was suspended and any payments processing would be canceled. Three days later the charges appear on our bank statement at whic time I called Sirius. I offered the account number given to my wife by the Sirius representative and was told our name was not on that account and no charges were processed to that account. I provided our credit card information to the person on the phone which enabled him to locate the account which our information was listed on. We were not the account holders: names, addresses, and personal information did not match however the representative refused to offer the account holders name. The only information that matched was our credit card information. I then proceeded to instruct the representative I would like to cancel the future billing and was told that was not possible as we are not the account holders. To end this long story we eventually notified the bank contesting the charges and had to cancel our credit card and reissue. The excessive wait time to speak to someone coupled with the clear inability of Sirius reps to address possible fraud of poor performance is upsetting. This company knew the billing information was incorrect, knew the mistake was made on their part however refused to address the problem. This company willfully and knowllingly allowed charges to be leveed against someone knowing they were not the account holders. Beware of situations such as this while the features offered by the company are nice it is nearly impossible to get something corrected as you are likely to wait on the phone for hours.