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Sirius XM Radio
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2.4 292 Reviews

Sirius XM Radio Complaints Summary

99 Resolved
193 Unresolved
Our verdict: Engaging with Sirius XM Radio, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Sirius XM Radio reviews & complaints 292

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9:08 pm EDT
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Sirius XM Radio - Lifetime membership trap

If offered, do not sign up for Sirius XM's lifetime membership program. As it turns out, after you spend hunders of dollars to become an lifetime member you are charged $75 to have them switch radios, even if you have to switch radios because of a defective radio marketd by Sirius themselves. I purchased the lifetime membership because my wife bought me a...

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Sirius XM Radio Listener support

Sirius XM Radio Inc has to absolutely set the record for being the worst customer service program or record! While attempting to cancel the service after 4 years I was placed on hold for the confirmation of cancellation process. After 40 minutes the line disconnected. After calling in a second time and waiting 20 minutes to get the screener, I was given a "direct, no wait number" [protected]), upon which she hung up. Calling the direct number was only a 25 minute wait (we are up to 1hour 25 minutes) when a barely intelligible voice attempted to give me a free radio and when a supervisor was requested, put me into a dead hold for 40 minutes.

Needless to say, I expect an billing problem and hope that the company goes out of business. I'm confident that the call center must enjoy reviewing the statistics of how long stupid people, like myself, will wait on the phone to talk to somebody that cares (obviously there is nobody in Sirius / XM that does)

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harry_palm69
harry_palm69
, US
Dec 27, 2009 1:08 pm EST

Try this : go to your Sirius XM profile and change the credit card number, you provided at the time you subscribed.
Put a fake number. If Sirius Xm try to charge, against your will, they will attempt to collect or have you change to a different card. They will have a live person to talk to. So
that's your opportunity to tell them you are no longer interested in subscribing to their services. That's what i did and it worked. good luck.
If that does not work for you, call one of their live talk shows. When you get the screener (they usually screen for the beste callers), tell them you want to talk about something related to that particular talk show. When you get on the air, tell your story LIVE. There will be many listeners. Something else to consider. Goodluck.

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Sirius XM Radio Unauthorized charges

I just want to share my honest opinion. I have been a Sirius Satellite Radio customer since 2003 and I have always paid $6.99 every month for my two additional radios on a 6 month basis. I guess Sirius has raised their prices to $8.99 every month for every additional radio after the first radio unless you prepay for 1 year then it is $6.99. I don't think it is worth the price increase at all. Over some time I have noticed on certain channels such as the rock station 'octane 20' 'lithium 24', 'hip hop nation 40', and 'the heat 50' is increasingly censoring their music. I singed up just to hear it the way the artist produced it and not hacked up like on air radio. I don't get it...price increases and censoring..and not to mention their customer service is horrible. Only today after I told them to cancel all three of my accounts because of the price increase they offered me $5.99 every month for a 6 month subscription each for my 2 additional radios. It makes no sence at all... if they would have left it at $6.99 for every month I would have not cared! But now they still take a loss. Anyways just wanted to say this.

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4:42 pm EDT
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Sirius XM Radio False advertisment

XM/Sirus is advertising their new iPhone application for Online broadcasting. I recently renewed my contract in Feb. 2009 for a 3years which came with online listening service. To my surpise I can't get my iPhone to connect. I called XM customer service and at first was told yes it should work on my phone and then was corrected that because I have a LOCKED in RATE for 3 years they would have to change my contract and charge me 2.99 more a month, so they want to charge me for something I suppose to already have. RIP OFF... I told her to leave my contract alone I don't need it that bad.

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6:44 pm EDT
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Sirius XM Radio Fraudulent company

It's sad when a company like XM Radio teaches their in employees to LIE! I brought there promo radio it was supposes to come with a home kit and for a one time fee of $69.00 with no another recurring fee. That was the 1 & 2 lie. From here it just got worse. I have a satellite radio that I have never listen to and never will. Their rep's claim a credit of $100.00 was sent to my credit card. My credit card company has not seen the credit nor have I. I know times are hard but to rip customers off who would without any scams or schemes do business with the XM because of the product is just sad. Something should be done about companies who take advantage of customer in this way. Lie, lie, lie and how about another order of lies because that’s what you are going to get with XM radio.

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8:21 am EDT
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Sirius XM Radio Rebates

Buyer beware!
If you see a receiver you like to purchase and are considering the rebate as a buying point, please beware that sirius xm will not honor your rebate. Even if the rebate form is linked to the item you purchase, you see the item on the form, you give them everything they require and by the required date.. Be prepared for a loosing battle as they will not honor your rebate and tell you that you did not buy it from an approved retailer. Just beware, if you want the item.. Please don't even think about considering the bogus rebate offer. You're going to be highly frustrated and disappointed.

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2:19 pm EDT
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Sirius XM Radio Sirius radio billing practices

I purchased a Sirius Radio for home.When setting up the account on the phone, I gave them my credit card for 3 payments and an activation fee. I specifically indicated on there "recorded" conversation, that I would not be responsible for any further charges and did not want any other services. I paid for 2 years in advance, of which I have not used a year. I received a call a week ago needing an updated credit card number in order to continue the prepaid service. Come to find out, they were charging me 299.00 a month for auto radio services which I do not have. They cancelled these charges, supposedly, from January 09- May 09. The charges for the three months in 2008 will not be refunded, eventhough I did not authorize the service or have the equipment. They will not even issue credit for the unauthorized payments. Now I am receiving emails stating that the prepaid service will be discontinued in 48 hours if I do not provide an updated credit card number. They misused the initial credit card number; Fortunately, it expired at the beginning of the year and now they are going to disconnect a pre-paid service because I won't trust them with another creidt card number.

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7:00 pm EDT
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Sirius XM Radio Billing

As XM & Sirius subscribers know these companies have merged. They changed the channel line up a few months ago to merge some Sirius channels to XM and vice versa. At that time I had three XM radios and one Sirius radio subscription. The Sirius radio is in my wife's Expedition. It came factory installed. We paid a full year subscription of Sirius at the time of purchase. *This was prior to the merger of the two companies.
When the subscription was about to run out they sent me a bill to continue service for the next year for apprx. $130. The merger was complete and the channel line up change had also been done. I figured I didn't owe the full $130 because I already had three other radios currently under subscription, this should be classified and discounted as an additional radio.
I phoned Sirius and told the CSR my reasoning. She put me thru to her supervisor. I explained again. The guy said, 'You are right. We get these calls all of the time. We have not yet merged our billing systems yet so there is nothing we can do." I asked him what it costs to add an additional radio to an account for a one year subscription. He said $88. I immediately logged on to my Internet Banking and sent Sirius a check for $88. I told the guy the check was on the way and I do not expect to get my service interrupted.
A month later the service was shut off. A couple weeks later Sirius called my cell phone to offer me this great deal to come back. Turns out it was around $80 for a year. I told the guy I dont want the service and to send me my $88 refund back. He said couldnt do that.
Today, apprx 2 months after solicitation I get a letter from a Collection Agency for $35. with Sirius radio as the creditor.
WTF! They recieved and still have $88 of my money and I havent had service in months. I will probably be filing a lawsuit against them Tuesday morning if this does not go my way tomorrow.
Anyone else having issues with them. Class Action sounds real good.

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David Loyal Howard Fan
Whitney, US
Jan 07, 2011 8:28 pm EST
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Count me in from Texas!

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David Loyal Howard Fan
Whitney, US
Jan 07, 2011 8:27 pm EST
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Sirius subscribers for over two years, electronic withdrawal each month. Suddenly today, the electronically withdrew nearly $200 for the annual fee without authorization! After talking to many folks at Sirius including a supervisor, advised it is all automated, nothing the can do but submit a refund request to credit my account. This will take at least 7 days. Called my bank and they said if a Sirius rep would phone them, they would credit my account today. Sirius phoned again and advised they can't do that, only an automated program can credit the account and again, will take at least a week. We have cancelled both our subscriptions.

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bigmadbob
ventura, US
Dec 19, 2009 9:51 pm EST

just before they mered i call and was told for $80.00 for five months, i would have life timepayed enfull no more payments, guess what still 8 months later, still paying big surprize. factory enstalled sirus like the content. i bought 09 honda xm enstalled no howard stern not has much sirus they said i had to pay $29.00 a month after talking too pepole who had acsents so heavery i could not make out anthing but in the new year it will get it ### togethter, does anyone have something like this told to them?

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1love
, US
Oct 02, 2009 7:34 pm EDT

Yes! class action sounds great. I haven't posted my story on here - but it is as ridiculous a case as the rest.
lmitchell32@gmail.com
let's go! I'll file in California - which may be a great place to start.

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12:09 pm EDT
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Sirius XM Radio Lied to me

I just had the WORST experience with Sirius. I am a long term Sirius users. 3 subscriptions, some 2-3 years old and 1 is 1 year old. Recently, a radio was stolen. When I called, I was told I could put the sub on hold AND get a new radio from for $10 when I decide. Period. No new activation fee, no radio swap fee.. simple. But at the time, we could not make the decision as we were on the way out of town, literally. In the meantime, Sirius sends me 2-3 times a week emails offering +2 months if I activate a new radio & no fees to reactivate. Now, I call to get that $10 radio, to replace the stolen one, and activate it on my on hold sub and I am told not only can I NOT get the +2 months bonus offer but I MUST PAY a $15 radio swap fee and I CANNOT get the $10 radio I was first offered as that requires at least a 3 month subscription despite me having an open sub. Now, not only does this contradict their emails, it contradicts their original customer support persons offer and claim to me, but I already have an account on hold that has a not used subscription tied to it. But, now I see clearly. They are going to take advantage of my misfortune, since the radio was stolen, and make some sort of money off me for my loss. Period. That is their goal. They will not honor the claims they made to me, they will not give me a break since the radio was stolen and not charge me the $15 radio swap fee nor give me the radio at $10 like they said you would. On top of that, the night before I waited on hold for 1 hour and got disconnected because their hours of operation ended - while I was on hold! No mention of hours in the dreadful recording, no mention of how long my wait time is like most modern hold phone services can do. So, here I am, trying to get a radio to replace my stolen one, conduct business with them, and they make it painfully hard on me. So, let me clue them in on the big picture. Their lack of desire to wave all the fees associated with activating a new radio to replace my STOLEN one (about $15), their lack of desire to give me the $10 radio at the $10 price and not force me to add a renew period on top of that since I already have one on hold for a radio, is going to cost them much more than what they could have saved by just helping me out and making it easy on me. In 2010 I have a year renew coming up... I will not renew. That means, they will loose 3 radio subs.. and 3 radio subs I have had for years and might have kept for years more. So, their desire now to not be flexible in their policy, to charge me petty fees now, will cost them so much more revenue in the future = hundreds if not thousands of dollars of years worth of possible renew sub fees on 3 radios. You know, I do not NEED a radio I pay for. It is a luxury, not a necessity, and even more so in these economic times. You would think they would work to keep me, but instead they push me away with petty fees, misinformantion, changing stories, inflexible requirements, and hoop jumping. Talk about not looking ahead or at the big picture.

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4:17 pm EDT
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Sirius XM Radio Bill for unsolicited services

I had XM service installed for a period of 3 years which was paid for in advance. We totally forgot the date it was supposed to expire and we had no intention to renew it. Today I have received a bill from XM for services provided beyond the 3 year period. When I called XM I was told that XM continues the service until I call and cancel. I didnt cancel my service but they discontinued it last month and by the way I didnt sign a contract with them either. I have read several other complaints on XM.
Is there room for a class action lawsuit against XM?

It seems as though corporate america comes up with these great ideas of looting people whereby they either have it in fine print someplace saying that you have to call and cancel oterwise they continue to render service that you dont need as it is either terrible or obsolete.

It was some of those great guys in wall street that brought this economy to its knees and guess what, they get million dollar bonuses!

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Kate in NC
Durham, US
Sep 25, 2010 8:57 pm EDT

I have had numerous problems with XM Radio Customer Service. I, too, would gladly join a class action suit.

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class action against XM
Boston, US
Oct 21, 2009 5:57 pm EDT

I had the exact same experience and have saved all of the billing from XM and would join a class action.

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Sirius XM Radio - Improper billing

I sent the following letter to XM Radio, requesting removal of a charge they applied that I did not authorize. Not only did I send it to the email address XM says to send to on their website (listercare@xmradio.com), but I looked up who the senior management was at XM/Sirius (CEO, COO, Sales/Mktg SVP, etc.) and found that the logic XM/Sirius uses in their...

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7:59 pm EDT
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Sirius XM Radio Rip off/horrible service

What a rip off! I activated my radio and NEVER received a signal. I called and was told I was getting an "Airplane" signal, which of course never made it to me (after the 7th call, I was informed that there wasn't such a signal). I have called them over 12 times now and still haven't received the refund I am due. I was put on hold for a very long time only to have to repeat the story to yet another person, she ended up hanging up on me. I am still in the process of "getting a refund" and I will not give up until I get the refund. This has been going on for over a month now and I expect it to continue but they will get tired of me and I WILL get my money back. I would recommend to save yourself the troubles and don't get mixed up with XM!

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Tony Santos
Lawton, US
May 06, 2011 11:06 pm EDT
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XM Radio is a rip off, when it comes for a refund. And when contract finishes the automatically renew your service without your consent. Now there is the new Sirius/XM so good luck if you made a contract and would like to transfer your Original XM Radio, you can't. Marketers and customer service will provide you a radio so you could stay with XM. Then if you cancell XM they will come up with refunding to debit card. It's already a month and no refund has hit account. Beware with this company, they are good con-artist toward not reimbursing, and each person from customer service, puts excuses and its a different story. Its good to have satelite, yet, they abuse customers by promises, lyes and getting your credit card, beware.

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Darken Ruhl
RTP, US
Apr 16, 2009 9:38 pm EDT

Try this for XM customer service: 1.877.967.4672

This is their corporate customer service number and you will be stunned how quickly they resolve a legitimate issue. No overseas call center foolishness here.

Good luck. There is salvation here!

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3:11 pm EDT
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Sirius XM Radio Misleading offer

I have been an XM subscriber for several years now and listen to XM via the car's receiver (both of my cars have it so I have a multiple user account) when on the road, or via the online service when at home or work. I have broadband connections and so the online service sounded relatively ok at the high speed rate. I was notified in February 2009 that on March 11, the online service would no longer be part of my package. However, if I agreed to sign on for another 3 years at this offer time, I could continue to receive online content. So I did and my credit card was billed.

After March 11, I went to the XM online site and went to my favorite music station. This time, the music sounded horrible and realized that I was listening to it at the lower data rate. When I went to switch to the higher rate (as before), I was told that the higher rate required additional fees! I was not told of this in the original offer and the quality of the lower data rate is unacceptable.

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ABC Sirus
Tallahassee, US
Nov 17, 2009 12:59 pm EST

So, I have been a long time multiple unit subscriber to XM only to find that again what I subscribed for and pay for has been changed for the worse since Sirus joined the mix...

My included online is no longer included and because I didn't increase my subscription to include SIRUS stations I can't pay the 2.99 per month for the online access - I have to upgrade and pay for the SIRUS/XM Premium package for all of my radios or pay what someone without a radio subscription pays -12.99 per month for the online...

Now for the real challenge... cancelling my subscription and buying the Slacker G2 - that allows for online listening, downloading, choosing your stations, choosing what artist... In my opinion... a much better product!

Bye Bye Sirus

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hiphopmom68
San Carlos, US
Sep 11, 2009 3:25 pm EDT

When is there going to be a class action suit against this company?

I have spent the last week dealing with them over their "Premium Online" services that supposedly allow you to listen to the radio on your iPhone for free. I have been disconnected numerous times when asking for a supervisor, never did get a supervisor on the phone after 5 calls to Listener Care, and have since been emailing back and forth with the Cheif Service Officer of the company with no real result and little care.

At the end of March of this year I went to listen to XM online. This was a service that was included with my monthly service I had been paying for for a number of years. It wouldn't work. When I called in I was told that the new SiriusXM radio had upgraded there online service to a faster and higher quality "Premium Online" account that I had to pay a monthly fee for. Of course, I wasn't very happy about them taking something that was included in my plan and telling me I now had to pay for it. Well I wasn't going to do that. So the agent told me that if I purchased a Lifetime Plan that it included the new "Premium Online" services. So I did it. Well, when SiriusXM released the iPhone app that was free for Premium Online account holders I was excited. My excitement was short lived when I tried to log onto my Premium Account only to find out that it was restricted. That is when my phone calls to Listener Care began a week ago. Initially I was told that I did have a lifetime "Premium Online" account that was paid for and that the agent didn't know why it wouldn't work with my iPhone so she transferred me to tech support. Tech support told me that because my "Premium Online" service was included with my Lifetime Plan purchase that I essentially got it for free so I was going to have to pay the monthly fee for the Premium account if I wanted to listen to it on my iPhone. What!? I have a Premium account that I purchased with my Lifetime Plan and yet I don't get all the benefits of that plan. Asking to speak with a Supervisor was pointless as one never came to the phone . Calling the headquarters in Washington DC was pointless because they don't answer the switchboard. I did finally get the phone number of someone in the Sirius corporate offices in New York by phoning every number I could find for XM and getting a nice girl who looked in her company directory. I then contacted the supposed Director of Listener Care, but he wasn't the Director. He was going to pass my info along to the appropriate party. I decided to also send emails to every executive in the company by guessing the email extensions as well as the Board of Directors. I didn't get any responses from any of those individuals in regards to my complaint. Although someone did forward my email to the Chief Service Officer Joe Zarella who had very little concern with my complaint. He did tell me that back in March they changed their online listening from the lower 32 mpbs which was free to the Premium 128 mpbs which had a fee of $2.99 per month. He said that Lifetime Plan members at the time of the switch were still able to listen to the lower 32 mpbs for free (then why couldn't the monthly members). I told him that I wasn't a previous lifetime plan member. I purchased the lifetime Plan after the switch in response to losing that benefit and being offered the "Premium" service as part of the Lifetime Plan. If it wasn't included I wouldn't have purchased the Lifetime plan. He then wanted to know the purchase date. When I told him his response was, "Ok, let me see what I can do." Well what he did was give me the "Premium Service" for the next 2 years, not lifetime like I paid for. He said that I had the 32 mpbs service, but that makes no sense since I purchased the plan after they switched to the Premium Service. So why would they sell me the lower service when they apparently didn't have that anymore? This company misrepresented what they were selling me and now will not honor what I paid for.

I am not the only unhappy customer when it comes to this issue. Over 60, 000 people on the iPhone app reviews have given it the lowest score with most complaints being about charging $2.99/mo for something that used to be free.

This company is a ripoff and they don't care about customer service because they have the monopoly now. Why care about customers. Especially customers like me who already paid for a lifetime plan. They aren't making any more money off me so who cares.

People need to stand up and say enough is enough.

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Sirius XM Radio Misrepresentation of offer

Got contacted in the mail about Serius XM's plans to charge an additional $2.99 for internet streaming, but good news, should I go along with pre-paying for one two or three years, I can continue to enjoy the service I have had at the locked in price, no additional $2.99 a month. So I went for it and took on two years. I go online tonight, and the player is blank except for my presets, with which I am able to access some programing. I decide to get to the player through the internet rather than with my favorites link, thinking that may resolve it, and I do get to the player and it still has the raggedy, corrupted graphics, but all stations are there, only the quality isn't the same as it used to be. I go to the settings and I see:

SETTINGS
Choose your listening experience: Basic Online Listening - 32k Premium Online Listening - 128k
Choose your listening experience: Your package does not include premium online listening. Upgrade now.

The upgrade costs $2.99 a month. I can't help but feel deceived. I had at my disposal the higher bit rate stream prior to the letter, and felt I was going along with the offer to preserve the service I had enjoyed for years. As a matter of fact, the letter said that, "Your current XM Radio Online listening privileges will be available at no charge until your next renewal date." Shoddy, shoddy bait and switch, shame on you XM. There was no mention that I would be eligible for only the inferior stream if I took them up on their offer. Lies of ommision won't help their business flourish. It's telling that the 32K bit "basic" stream isn't even offered on their web site. It's sad that that the poor quality internet streaming is reserved for their loyal customers.

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mitchdbx
, US
Mar 31, 2009 8:17 pm EDT

I have been trying to contact XM about this for over 2 week now. They continue to tell me that they are working on it, but they are full of it! How hard is it to change the setting in my account. I have spent too many hours to count trying to get this changed. Here is the big question for you: How do you get them to listen to you when you are a lifetime member? Well, there is the catch, you can't threaten them as it is YOUR loss if you cancel your subscription, not their.

There are a lot of complaints about XM and Sirus... watch what you buy from them!

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Sirius XM Radio Steals money and time from their subscribers.

XM/SIRIUS radio steals money and time from their subscribers by overcharging accounts and not responding appropriately to customer complaints.

After hours of time on the phone and many, many emails during a 9-month timeframe, XM/SIRIUS still insists that I owe them money when in fact they have been overcharing me all along. Their "customer care" representatives now respond to my complaints by
”accidentally disconnecting” me, thus forcing me to start all over from scratch and never actually resolving my complaint.

Do you think I'm the only XM/SIRIUS customer with this problem? Hardly! Google this and check out the vast numbers of consumers with similar problems who have written about it online and just imagine how many more people there are who have not bothered to write about this problem.

How are consumers supposed to fight back against a giant such as XM/SIRIUS radio? I for one am giving up as I have no more time or patience to deal with them. My options are to pay them the money I do not owe them and be done with this matter or dispute the charges and chance the XM/SIRIUS will submit my unpaid bill to collections. This option of course would damage my credit and take me even more time to sort out.

My choice is to pay them money… money I do not owe them! If you ask me that means they are stealing my money.

How many other XM/SIRIUS customers have made this same choice I have made and how much money is XM/SIRIUS collecting from customers who do not owe them this money. How many people’s credit scores have been affected by bad billing behaviors of major companies such as XM/SIRIUS? And who is going to stand up for the individual consumer?

Is say that XM/SIRIUS Radio are thieves and bullies and I understand why they are on the verge of bankruptcy because of their bad business practices with their customers!

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Sirius XM Radio Fraud/lies

I had a one year subscription and they don't tell you they autorenew and continue to charge you. I called to cancel it three months early and was told I could not get a refund (lie). Instead they sold me another radio ($20) to finish out my contract. At the end of that, they auto renewed it. I called again and complained and was told "sorry for the mistake, you owe us nothing and you account has been cancelled." Then I got a bill from them for $20. They charged me for an extra month. When I called yet again, they said it was part of the contract and I owed it. I told them I was told by their person I did not owe it they said that couldn't possibly be true. So Iasked to have a copy of the audio tape (for "quality purposes") I was told I could not have it for legal reasons. Now they are turning me over to collections. Lies and scams!

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Sirius XM Radio Monopoly

Since XM Radio became a monopoly by purchasing Sirius radio they have been raping customers. They combined the two operations of the only two satalite radio services. They cut jobs and costs by combining the two broadcasting. They charge extra if either of the two previous service customers wish programming from the other company. They then they cut customer offerings like on line access and then charged more for old programming.

This is exactly why the government is supposed to prevent monopolies and protect the consumer. Here we see the government allowing the monopoly and letting the monopoly fleece the customer base during a historic depression in the United States economy.

I enjoyed my satalite radio but am willing to go back to free radio and my CD and I-pod. Satalite radio needs to go bankrupt!

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xmsirius_soon2B_x-Customer
Las Vegas, US
Apr 14, 2009 2:01 am EDT

I was for the merger, feeling that when the companies merged they would combine the great programming of both, but not only are they rasing the prices, they are charging for services they never charged for in our original contracts. here is a copy of an email explaining why they are stopping online radio and charging a "Premium" to use it:

In response to your email, we have upgraded all our online listening platforms to higher digital quality as of March 11, 2009. In order to support the technology needed to provide such premium benefit, a small monthly fee of $2.99 is required.

What premium service, its the same service, and if you want an actual premium service, then they want to charge more. Very bad move, I feel like now they are purpously trying to sabotage themselves to get a "BailOut"

VERY DISAPPOINTED! BAD MOVE, XM-Sirus, you should try to keep the listeners you do have happy, your already a pricey service, and in this economy, one is not willing to put up with these games.

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Sirius XM Radio Fraudulent billing, cancellation

Complaint #1: When my first XM plan expired, the credit card I used was billed without my consent or knowledge.

Complaint #2: When I cancelled the plan for a vehicle I no longer owned, XM never refunded the pre-paid amount. Instead, XM did cancel the service for the second vehicle on the plan which was also pre-paid, never refunding that amount.

Complaint #3: When I called several times to resolve the issue, I am told either "there's nothing we can do" or "you were sent a refund" but no further information such as when the refund was allegedly sent or a check number or any credit card refund data.

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$teve$
, US
Jun 03, 2016 8:23 am EDT

XM Satellite Radio: XM attempted to charge my old card that was reported lost and was unable to auto renew my account. I received an email stating to call them with new information which I did. I spoke to someone with an Indian accecnt (as best I could here) and gave them all new info to renew. The custopmer rep confirmed my transaction. However I received a call from Discover (3 days later) stating that account info was entered inaccurately and they blocked the charge. I proceeded to call back and verify again with a woman with an Indian accent. She could not understand what I was saying and continuosly messed up my verbiage. So I cancelled. I received a call a week later from XM stating I need to renew and they read me back the card number and asked to authorize the charge which I then stated no. Cancel my account. 2-3 weeks later my satellite radio stopped coming in. I never received a bill or notice saying I owe anything. However on December 17th (61days from Nov 16th when the radio stopped) I was sent a letter from EOS CCA. However the postmark on the letter shows Dec 27th ( I have the evidence). The issue with EOS CCA will be in another complaint. I too called XM the following day and they waived the charge. I was also given a confirmation number. This whole event lead me to cancel 2 Sirius Accounts and 1 XM account.

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$teve$
, US
Jun 03, 2016 8:23 am EDT

I had the same issue and will also make a complaint both for EOS and XM

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Sirius XM Radio Lack of concern for customer care

On or around 12/18/2008 I called xm radio to renew my subscription (I purchased in 2006). I wanted to upgrade my subscription to the plus package in order to get Howard Sterns. I was informed there was a lifetime membership for $499. I purchased that package. I was then informed about a special. A free xm radio with the purchase of 3 months prepaid service and to continue for 1 year. I agreed and signed up. Everything seemed to be great.
I kept looking for the HS show and the NBA channel and could not find them. I called customer service. They said that they needed to reboot my radio (why wasn't this done at the time I purchased the lifetime membership.) I then updated my e-mail address with your company and had my online password reset. I received and e-mail confirming that the radio had been shipped on 12/19/2008. I was excited, it was to be for my wife car.
I was waiting for the radio and figured due to high mail traffic during the holidays that it was taking longer than normal(Whatever normal is). On or around 1/11/2009 I called xm and informed you that I didn't receive my radio(this was after 10 minutes of waiting on the phone to speak to a person and another 10 or 15 minutes talking to someone in order to be transferred). I was then transferred to another department where I waited 25 minutes to speak to someone and another 10 or 15 minutes with that person. I was told that I (I emphasize I) needed to call UPS and find out the tracking status.
I call UPS who I speak to immediately and they inform me the package has been shipped and received. I have not received the package. UPS said they delivered it to 230 east 7th avenue. I live at 203 east 7th avenue(I received my original invoice at 203 east 7th avenue for my main service in November-It is funny that when people want to be paid they know where to send the bill). They told me I needed to contact the sender and they needed to file a claim.
I'm on my 4th phone call to xm (another 5 or 10 minutes waiting to speak to someone only for them to transfer me to another department again). This time I only waited 40 minutes to speak to a live person. This person told me they send out another radio. They corrected my address and e-mail in there system, they said. I was very patient having spent 2 hours on the phone. I was confident it would be taken care of promptly.
On or around the end of January, beginning of February I placed another call to xm satelite radio listener care(what a crock) to let them know that I hadn't got my radio yet. Listener care told me that they were going to transfer me to a different dept(here we go again). They asked if my address was 230 east 7th avenue(wrong address again), It is 203 east 7th avenue. They also ask me if my e-mail is [protected]@cox.net(this had been updated 2 calls ago) it is [protected]@cox.net. I then inform them that I will not sit on the phone and wait any longer and to have someone call me as soon as it is taken care of. I was told that within 72 hours I will receive a call updating me on the situation. I did receive a call and was given the shipping dept. # and told to call in order to check on my order(customer service at its best). I inform this person I'm not going to spend another minute on the phone(free radio means free radio, My time is precious and I don't have time to sit on the phone for another 2 hours) that was the end of that conversation. On 2/24/2009 I call xm again! )= to be given the same run around that I had received twice before with no results what so ever. I was told again that I had to speak to a different dept. I once again told this person that was not going to happen and that I wanted a manager, supervisor (anyone that could get something done). I was told I would receive a call from someone in 24 hours. Today is 3/3/2009 and I haven't spoke to anybody until I called them today. By this time I just want to cancel the radio and get a full refund. I'm told that I have to be transferred to shipping at which point I tell that person all that has happened since December 2008 at which point I'm told that I will receive a refund of service and shipping for that radio. I'm told that I will receive confirmation by way of e-mail(you still had the wrong e-mail) I won't hold my breath for that one.
We really would've liked to received that radio, but after the customer service that we received I wanted to be done with it. Being that you have a monopoly on the market I guess you figure customer service isn't that important. You can bet if and when there is another satellite radio company I will be pulling my business from xm radio and I will let anyone that will listen know of the service I've received.

disappointed,

Mark Bergvall
ID. 5BLUC0WH
ACCT. # 1-[protected]
Address: 203 east 7th avenue (not 230)
Escondido, CA 92025
Phone #: 619.244.8703

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Sirius XM Radio Extremely poor customer service

The reports of horrible customer service at XM are not an exaggeration. All I wanted to do is cancel ONE of my radios. After being put on queue for 45 minutes, I was finally able to cancel the radio. Here is the kicker: The lady tried to sell me a "replacement" radio, which I told her several times I did not need. Why would I call to cancel a radio just to get another? It then occurred to me that she was trying to sell me this to make more money for XM. Not only did the radio cost money (ok, not THAT much) I found out they get a commission for every account they sell. She then tried to sell me the "lifetime" plan which I never asked for. I mean, XM is trading at penny stock level and now you want me to buy $400 for a service that may not be here in a few years? XM will try their very best to sell you a POS radio and then charge you for it. I also believe that the call center is in Jamaica or somewhere outside the USA, but can not confirm that.

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BostonJew.com
, US
Mar 04, 2011 8:45 am EST
Verified customer This comment was posted by a verified customer. Learn more

I just had a terrible experience with XM customer service. I just watched my mother trying to cancel her membership over the phone and was transferred from representative to representative for an hour and a half. By the end of it, she couldn't bear it anymore and hung up the phone. And what's worse, she asked me to take care of the cancellation the next day.

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AlexH123456
Greenfield, US
Dec 07, 2010 8:48 pm EST
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XM Radio has HORRRIBLE non English speaking customer service who know squat. I found the number of Quest Communications and worked it out through them. Quest Communications: [protected]

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Don Wanner
Augusta, US
Feb 15, 2010 5:50 pm EST

I sent in a complaint on 2/7/09 about having very bad intermittent reception and got a man in thew Philipines who spoke poor english did not address the problem at all and tried to sell me a radio. THe complaint was answered very nicely by a manager who called me back on 2/10/10. He apologized and said he thought the problem was cured but if not to call [protected]. I asked him about the $15+ dollars refund I was supposed to get for cancelling two radios in two cars I had disposed of on 12-27-09(the contract ran until 3/9/10). I had been told that the new contract starting on 3/9/10 would reflect this. He told me the people responding to the call at the above phone number would be happy to answer my questions. I call today ad talked to Heidi in Manila this time. She wasn't too sharp and finally told me the $15+ was not a refund but an additional charge for transferring my contract to the xm radio in my new car? What happened to my refund? I asked her to cancel my auto pay arrangement and send me a bill for march for another year. I will decide then if we want to continue enjoing XM radio in our car.

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