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Billed and Billed Again
By -

I had XM Radio in my Honda Ridgeline for about 4 years. I decided I could use the money for other things, so I decided to discontinue my service. I called and cancelled the XM in my vehicle. They said fine, they would and I thought that would be the end of it. That month I got my CC statement and there was a charge of $163.65 for 1 year subscription to XM. I called and said I did not authorize any charges and I had cancelled XM the month previous. The XM CS person told me since I had agreed to pay for XM with my CC previously that meant I "automatically" agreed to auto-renew with my CC in the future.

I told them I no longer wanted XM and to cancel my account and to refund my money. I was transferred to the service cancellation dept., where they offered me a $77 a year deal and, being an idiot, I agreed to it. But, I told them I wanted to get the refund on my CC, I no longer wanted them to charge my CC, and wanted to get a paper invoice for the $77 a year deal. They said that would not be a problem and they would take care of it. When I got my next CC statement, I say they credited my account on June 15 of '09, the $163.65, but then applied a charge of $66.60 to my account 2 days later.

In the mean time I got a bill of $88 and some change for the $77 plus royalty fee in the mail. I called them and asked about the $66.60, was told it was for a year of XM (even though that wasn't even the right amount), and I told them I got a paper invoice for the year subscription... and that I was not paying the paper invoice until I got a refund for the $66.60 that showed up on my CC... which was an unauthorized charge to boot.

From June of '09 through Oct. of '09, I fought with them to get my refund. I called them at a least a dozen times and literally spent hours on the phone with them...all to no avail...they just would not refund the money. I kept being told the refund would be processed in 72 hours or that it was "in suspension" and they couldn't process it. I got a different story every time I called them. To make matters worse, they sent the paper invoice amount to collections and I started getting hounded by collection company calls.

Finally in Oct. of '09 I disputed the charge with my CC company and I got my money back. Once I got confirmation from my CC company I was going to be getting my money back, I called XM and told them, in no uncertain terms, that I wanted my account cancelled and never to be contacted by XM again. About a month later I got a check from XM for $66.60 and then, two days later, I got a notice from a collection agency, saying I owed XM $66.60!!! I took the check I got from XM and paid the collection agency. Little did they know I paid them with their own money! Haha!

I thought that was the end of it... but no... in Feb. of 11 I started getting bills from XM saying I had signed up for auto renewal and I owed them $40 for 3 months of XM. I called and tried to get it straightened out, but they contend I never cancelled my account, I had XM all the way through until Jan of '11, and I owed them for 3 months of service.

I tried to work something out with them, but they refused to budge on it, so I told them they could stick the $40 where the sun don't shine... because I cancelled my account over a year and 1/2 ago... and there was no way on God's green Earth they were getting a ** penny out of me for something I never received. Well, just recently I got another bill from a collection agency. I have to figure out how to dispute this... I'd rather pay a lawyer a $1000 then give XM one more GD red cent of my money!!!

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Deplorable Customer Service Rep
By -

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 **!!! 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 notwithstanding, its people like Katie that we don't want on our front lines representing the firm. We all have work to do...

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XM Sirius Fraudulent Billing
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While reviewing my credit card statements, I noticed a monthly 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 stranger's 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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Too much talking by DJs
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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.

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Bait and Switch
By -

I've been a happy Sirius subscriber for 8 years. I've recently received a new company vehicle with an XM radio. I received a call from XM to activate my new radio at $77 for 1 year with the best of Sirius added. I jumped on this offer. When I turned on the radio the best of Sirius was not added. I checked my account online and found not only did I not have the BOS but the $77 was for a 6-month subscription. I got a hold of XM customer service, in India, and they had no authority to honor the sales pitch. This is clearly BAIT AND SWITCH tactics.

There seems to be no way to get ahold customer service in the U.S. It took longer to cancel my subscription than I was actually a member. Bottom line, this company has been merged for over 2 years now and they are still a separate company at the account level. There should be no Best of XM or Sirius. All packages should be the same. The consumer has been hurt by this merger.

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How to Cancel XM Radio
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So, you've decided XM and you just don't get along anymore, eh? Time to move on. Perhaps you've received a notice in the mail from XM, letting you know that your contract is about to end. Perhaps your account is set to auto-renew. Time to cancel it before they charge your credit card. So you log onto the XM website, and go into Online Account Management.

You should be able to just uncheck a box or something, and that should take care of it, right? You click on the Radio(s) and Subscriptions tab, and a little message appears: "We are in the process of updating your account. Certain features will be inaccessible for the next 10 minutes. We apologize for any inconvenience this may cause." Sounds reasonable. They must be doing some system maintenance.

You'll find, though, that this message appears not only ten minutes later, but ten hours later. The fact is, you're not going to be able to access that check box and cancel your account. So you try to use the venerable online contact form. It's not easy to find, but there is one. You fill it out, stating clearly "Here is my account number, my radio id, my name, my address, my phone number. Please cancel my account right now."

If you walk away now, thinking you've accomplished your task, you're making a big mistake. XM has an unstated policy that cancellations must be done OVER the PHONE. Letters? Nope, not good enough. Email? It's ignored. And as you found out, the online account management doesn't work.

So you call 1-800-967-2346. A computer answers and insists that you speak your responses. You state "Account Management" as prompted, and then provide your zip code. The computer already knows your phone number, using caller id. It tells you it is accessing your account. It gives you a list of choices, one of which is "Cancel". You say "Cancel" and the computer says please hold, while it goes off to find a human being to talk to you.

At this point, you may find yourself on hold for a very long time. There will be no intermittent message, such as, "Thank you for holding, we'll be right with you". You'll possibly think they have hung up, prompting you to do the same. You may give up at this point. Don't. There is a way to cancel, I promise. Just hang in there. Or, instead of being put on hold, a person answers, asks you to identify yourself (the computer hasn't shared this information with him, sadly), and asks what he/she can do for you. You say, Cancel my account. A few seconds later, the line goes dead. (This happened to me twice. Coincidence? You decide.)

So finally it dawns on you that your account has been flagged, somewhere in the bowels of the XM customer service system. A little flag has been set to alert XM that you are trying to cancel your account. It's possible that the flag was set as your contract termination date approached. Any attempt you make to contact XM will be thwarted, due to this flag. They know what you're trying to do, and they're not going to make it easy.

All right, you say, so how DO I cancel XM radio? Try this: call the 800 number. AS SOON AS THE COMPUTER BEGINS TO TALK, hit the zero key on your phone. The computer goes off to find a human being. At this point, XM does not know who you are. (They could, since they do have your phone number, but you haven't "logged in" by giving it your zip code, so you are anonymous at this point.) You get a customer service rep. His/her job is to figure out just what you're up to.

Once you tell him/her you're trying to cancel, he/she connects you with someone in a faraway land, who seems to be having dinner with manner noisy people at the table. It's very hard to hear her, but hang in there. You're almost done. When she asks why you're canceling, say you don't listen to XM much, so it's not worth paying for. She will try to sell you on various discounted plans. Say, "No, I want to cancel." She will say, "Okay, we will let you have XM for free for three months, but you'll have to call us back to cancel in three months." You say, "No, I want to cancel right now."

Just keep repeating the "I want to cancel" mantra, and eventually they will cancel your account. Are you done? Not yet! This is where we separate the men from the boys. You will need to make sure they turn your access off. VERY important. If you are still receiving XM's signal, even if you don't want it, they have the right to claim you are using the service and they can bill you for it. But they can't do that, I hear you say. I told them to cancel the account! Oh really? Did you get that in writing? Of course not - they forced you to communicate via phone. They ignored your emails. They don't accept letters.

So what do you do now? Call them back and hope that they finally cancel, is all. I've kind of misled you. There really is no sure-fire way to cancel XM radio. Once you've signed up, you are at their mercy, until THEY decide to let YOU go.

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XM Radio Customer Service in the Philippines IS HORRIBLE!!!
By -

XM RADIO hires BRAIN-LESS workers ABROAD who constantly make mistakes and throw you on hold or hang-up on you... when you become completely irritated with them because they do NOT know what they are doing. HOWEVER, you must talk to them IF you want XM Service (which is great). I have had to call customer service OVER AND OVER AGAIN and hold for long periods of time (close to an hour EVERY TIME) because the customer service reps do NOT know what they are doing. Every single time I call, they say that I owe money when, in fact, I SHOULD have several months credit.

Every customer service representative has a completely different story about what the current status of my account is. It is like a bad joke (only because I don't have time for such nonsense with nitwits)!! COME ON, XM RADIO, don't leave us to have to deal with this inefficient outsourced customer service. It is not fair!!! Please let me talk to someone in the United States who comprehends what I am talking about!!!

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Criminal Conduct
By -

I have had XM service for the past 6 years. I currently have subscriptions in two of my cars. A third car I owned had service that expired in October 2010. I sold the car back in August 2010. I received a barrage of calls to pay for two months of service beyond by renewal date of October! They tried to automatically renew my account on that vehicle, but the credit card number had expired. XM is now having credit collectors call to collect $35.00 for two months of service that I never authorized. They are threatening to affect my credit.

If they wanted to renew my subscription, they should have let it expire at the end of the contract and I probably would have called to renew it. I will not be renewing any XM accounts now or ever in the future. Even the greatest product can be ruined by poor customer service. Sorry XM, I am afraid you have "jumped the shark" on this one. Adios.

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Beware Music Lovers, Don't Do It.
By -

Beware music lovers of XM Radio. Don't Get sucked in because it's almost impossible to get out or cancel your agreement. First of all it's great that they let you try it out when you buy or lease a new vehicle. But if you continue the service with them be sure to read the fine print in the owners package of information. It states that the service will automatically continue unless you call them to say you want to cancel.

What I'm saying is that you get a bill in the mail to renew your plan. You don't want to renew the plan so you toss the renewal application in the trash and everything is OK, right? WRONG. You have to call them or they will continue to charge your credit card. Now in the case where you have changed card companies closing one account and opening a new account they can't automatically charge you. However, they turn it over to their collections people and start to hound you.

If you ask them why they would charge you if you didn't renew your service they will tell you that they don't want to interrupt other customers service who forget and are paying late. They say this keeps XM from having to charge those late customers a reactivation fee in case there account is canceled. So in other words you are subsidizing the late paying customers by tossing that renewal in the recycle bin.

But wait, there's more. I drove a leased vehicle that had to be returned to the lease company by the end of December 2010. But last summer they sent me a special deal... 5 months for $20.00. I got sucked in and took the deal. But having prior knowledge of this company, I called in November and told the customer service representative that I no longer wanted to continue the service. Also I would be turning the vehicle in at the end of December anyway so why would I keep the service.

The representative told me there was no problem and that I didn't need to call them anyway because the special promotions was not subject to automatic renewals. OK fine, but I called and was sure I would not be charged. WRONG! In November, they started charging me which I didn't realize till after Xmas. Recently I have called my card company to protest the charges and also XM to cancel again (calling customer service can also be interesting, don't expect it to be quick and easy).

It's a shame that this is the only choice for music and news lovers. Remember that the two satellite companies merged, you don't have a choice. If you get sucked in because of a weak moment it's like making a deal with the devil. I can't see how these people can avoid a class action suit some day as they are desperately ripping people off to stay alive instead of providing great service and growing the business. I don't usually bother to write something like this, but I think I thought it might help someone else before they get into trouble. Good Luck!

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Lying Representative... They Should Be Ashamed of Themselves
By -

I have been a loyal and very satisfied customer of XM for several years. In July of 2009, I crashed my car, ruining my XM receiver. On August 10th, I called XM to cancel the account. After being transferred several times to several different representatives, I began talking to a woman about why I was cancelling. She explained that XM would be willing to supply me with a new radio and install it for just $10. However, I was looking forward to replacing my radio with an MP3 player so I hesitated to accept the deal.

She told me that I was already paid until Sept. 21 and that she would go ahead and refund the remaining amount but she wouldn't actually cancel my account for 30 days, in case I changed my mind. Sweet, I thought... Foolish me. She never explained that I would have to call back if I choice not to accept the deal so I didn't.

On Sept. 23, I saw my quarterly charge (for Oct. Nov. and Dec.) on my credit card statement so I immediately called XM... Put on hold... The first representative I talked to couldn't help me so she transferred me to someone else. On hold for a long time. He told me he could help me and put me on hold. When he came back, he said that my account was cancelled as of today meaning I had PAID for the service from Sept. 10 (30 days after the offer of 30 Free Days) to Sept. 23. even though I didn't even have an actual working radio and was already told that I was refunded that money!

I asked to talk to a manager. Put on hold. She was able to pull up the notes from the phone call conversation that I had with one of her reps in Aug. Apparently they don't record every conversation and apparently they don't write down everything you say and everything that they say. She didn't write down that she had offered me a free month so not only was I paying for the 10 days in September that I shouldn't have been, I was paying for the 30 days of "Free Service." She wouldn't refund my credit card, she would just credit my account for the $20. My account? What account, I just cancelled my account?

This is ridiculous and not a very nice way to run your business. They need to have a little more scrutiny over what their representatives say and/or represent to their customers and how the reps record it. I'm not mad about the $20 (well actually yes I am), I'm also mad that I was lied to and that a month later, the manager wouldn't acknowledge that one of her employees made a mistake and thus compensate me for her mistake. I just think it is a horrible way to treat a past/possible future customer.

I'm a manager, as well, and when it comes to dealing with unhappy customers who are going to stop recommending my company - the customer is ALWAYS right especially when it is over $20. I just wanted to give everyone a fair warning that you can't believe everything they say to you on the phone. It was a pretty unethical thing, or maybe just a simple mistake on the rep's part, to do.

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XM Satellite Radio Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 1 ratings and
120 reviews & complaints.
Contact Information:
XM Satellite Radio
1500 Eckington Place NE
Washington, DC 20002-2194
866-962-2557 (ph)
202-380-4500 (fax)
www.xmradio.com
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