Sirius XM Radio’s earns a 2.3-star rating from 0 reviews and 301 complaints, showing that the majority of subscribers are somewhat dissatisfied with listening experience.
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Unauthorized charges
I ordered Sirius radio told operator i only had $19.00 on debit card said thats ok will waive activation and only take 12.95 . They took $29.00 and overdrew my account and bounced two cheques for a grand total of $70.00 and will not correct mistake.
They ruined my chance of getting visa on my debit cause when they checked this mess THAT I HAD THEY DECLINED ME THEY PASS ME ALL AROUND AND THEN I GET CONVENIENTLY DISCONNECTED.
The complaint has been investigated and resolved to the customer’s satisfaction.
Unauthorized charge
I signed up for a 3 month deal and was told it would go to monthly charges after the 3 month deal ran out. After the 3 month plan ran out I was charged432.58 for a 3 year plan. This over drafted my bank account and really screwed me over. Upon calling xm they apologized and said they would investigate the charge. They said I should get a refund within 72hrs and contacted within 24hrs about getting reimbursed for overdraft fees. They offered me a 5 month deal for $23 and after reading the stories here I am regretting saying yes. I have not heard from them about the overdraft fees but, if I don't receive a refund after the 72hrs I'll just dispute the charge and cancel my credit card.
The complaint has been investigated and resolved to the customer’s satisfaction.
The samething is happing to me and I can not get this fixed. Xm overcharged me $800.
Poor customer service
XM radio worst ever customer service lenthy hold times lenthy customer service only to be told need to speak to someone else. Cancelled a sold car JUNE 25 BY THEIR RECORDS AND THEY STILL AS OF SEP 4 HAVE NOT CANCELLED THEY OFFER NO EXPLAINATION AS TO HOW THIS COULD HAPPEN. i HAVE ABOUT 3 HOURS TOTAL TRYING TO CANCEL A SOLD VEHICLE! IS IT CANCELLED NOW? iT WOULDNOT SURPRISE ME IF IT STILL DOES NOT GET RESOLVEDiTS TOO BAD THEY HAD ME AS A CUSTOMER BUT THERE CUSTOMER SERVICE IS BEYOND BELIEF. tELL ALL YOUR FRIEBDS WHEN YOU NEED TO CANCEL SERVICE CLEAR YOUR CALENDER IT WILL BE A LENGHY PROCESS OURS WAS OR MAYBE YOU WILL GET LUCKY AND IT MAY GET DONE RIGHT THE FIRST TIME.
The complaint has been investigated and resolved to the customer’s satisfaction.
Every time they offer a free period to listen to SiriusXM for free (this time until May 29, 2018) not one of my three radios that are XmRadios get the free signal. Each time when I called they try to sell me 5 months of service. I have yet to get a free anything from SiriusXM. BOYCOTT SiriusXM during the [protected] NFL Season.
I have two cars each with paid three year XM Radio service. The service on one of the cars expired and I had no intention to renew. However, my Visa statement showed a charge from XM Radio for approximately $460. This was a surprise as I had not authorized a renewal. Twice I contacted XM Radio and after a lengthy wait both times I was connected to customer service. When I explained that I wanted to cancel my service I was literally argued with and when I insisted that I wanted to cancel I was disconnected, both times. My impression is this borderes on outright fraud and I would recommend that anyone considering XM Radio be aware of their practices.
Anyone who has a problem with XM's billing/cancellation policy (as many here have) should also file a complaint with the FTC's Bureau of Consumer Protection (I did):
https://www.ftccomplaintassistant.gov/FTC_Wizard.aspx?Lang=en
They don't investigate individual complaints, but if enough people complain, they work with the DOJ and state attorneys general to investigate and litigate cases.
Billing-subscription cancellation
As with all new Honda purchases I received 3 free months of Sirius Radio when I purchased my new Honda vehicle . I renewed the Sirius for 1 month (by check...thank goodness as I have read of numerous credit card charges continuing). I then called and cancelled. But a bill was sent charging me for extended service after I had cancelled. I have received calls every day for weeks after the cancellation from Sirius advising the service was to be turned off. I called customer service and advised again that the service should be cancelled immediately. I next received a billing from a collection agency. I called them as well and they are a typical collection agency that is only there to get the money. I can not allow my credit to be ruined by this lousy $49...but it infuriates me that they are scamming everyone as they have scammed me. I made many good faith efforts to contact them only to have them advise they have no record of my phone calls. When contacting them by email the response has been that they could not locate my account...when I had provided them (customer service agent Nehru-no last name) with all the account numbers. I pdf'd the billing and then never heard back from them. This has to be illegal and appears to be occurring to many many folk judging from all the complaints I have read online. I surely hope this kind of bad business practice can be stopped.
Scam cancelation charges
Start reading through the Sirius complaints, and you'll see they have a nice little scam going on.
My story is the same as others here. I canceled my account with Sirius (because I got a new car with an XM radio in it). I also canceled well in advance of my renew date, and got a collection notice for $34.25 seven months after I canceled. I got a ridiculous story, as apparently have many others, about agreeing to a paper invoice even though I didn't have the car with the Sirius radio in it any more. Now why would I do that? I asked what the $34.25 was for and they told me "service." Service? I always paid Sirius in yearly installments, and it cost a lot more than $34.25. I canceled in December and my renew date was March, so it couldn't have been a month I used after my renew date. No one could tell me anything that made sense. I talked to four different people at Sirius and each one kept telling me "but it says here that you agreed..."
If it said there that I was Queen of England, would that also be true then? Finally I threatened to cancel my XM account and was told - no kidding - that "we don't have anything to do with XM." WHOA! How did THAT inter-office memo get lost?
I also ended up paying the $34.25 in order to not mess up my pristine credit. I even sent a registered letter to Mel Karmazin, the CEO of Sirius. Of course, I've heard nothing back, other than - not kidding again - a phone call from a Sirius rep "noticing that I'd canceled my account some time ago and would I be interested in a promotion?"
You don't often suspect large corporations like Sirius-XM of perpetrating a scam, but boys and girls, this is nothing but.
The complaint has been investigated and resolved to the customer’s satisfaction.
I got a year's service free with the purchase of my new mini van. I didn't really want to renew ecause the TV was spotty and I never used the radio service. Their persistence wore me down to renew for one quarter. Well, the TV service didn't work any more...so tht was it...cancel.
Here it is six months later, and I am getting calls from a collection agency for $35! A collection agency? THAT means comments on my credit report! I have completed a complaint to the New Yord BBB, the FTC and the FCC about this company! They are deceptive at best - an outright scam most likely. They have no business being IN business. Hopefully the FTC will address them with prejudice!
Hi
Please send me my cancellation notice on account number [protected] as promised by your rep by phone as promised. I never renewed as was billed $182.03 and my service had been disconnected.
See invoice number [protected].
Your rep stated she had taken care of the situation and to disregard the bill and she would send me an e-mail to confirm and she hasn't done so.
Thomas Drootsan
drootsan@att.net
Hi
I cancelled my subscrition on 7-13-10 by phone and I was told that the rep had done so and would snd me a confirmation by email and I haven't received it yet
My account number was [protected]. I was billed $182.03 which she said was waived as I never gave my approval to renew. If I has been contacted prior to going ahead an renewing and then billing me I might have renewed . You also disconnected my service with you with out notification.
Invoice number [protected]
Please send my cancellation notice as promised
Thomas Drootsan
drootsan@att.net
Billing
On 8/3/09 I called to cancel my Sirius service on a radio I purchased from Radio Shack and I was told it was done . I then said I wanted to pay for the next 6 mo. service on the other radio and was told it would be $78.58 and gave her my debt card number. On 8/10/09 they drafted $156.83 from my account? When I called Sirius to get the matter figured out I talked to three different people, gave them each my name, account number, verified my address and phone number with each of them and spent most of the next hour on hold. After all this time I finally get to speak to someone who is getting it straightened out but now I am told I will not get a credit for the difference of $78.25 but $62.41. When I asked why the difference they told me some bull about fees and I had to pay for the service to todays date since the person I talked to on 8/3 did not put any notes in the file. After talking to "Emma" a supervisor I got nowhere and decided after 1 hour and 15 minutes it was time to cut my losses and hung up. Since Sirius is the only "game" in town what choice do we consumers have but to sit on hold an continue to waste our time when we have a problem. I think their idea of "customer service" is "If we leave them on hold long enoug they will hange up" . I work customer service all day for a very large insurance company and if I put someone on hold for that long a time I have no doubt that I would not have a job the next day. Who is looking out for the consumer in situations as this?
The complaint has been investigated and resolved to the customer’s satisfaction.
Do not get started with Sirius Radio, they will bill your account automatically without your consent and then when you request a refund for something you did not purchase they will only refund a portion to you. This is stealing and if anyone knows a way to remedy this problem please let me know. Customer service was rude even after the 28 minute wait for each department. This company is not recommended!
I'm not sure what your financial situation is, however, if I were you, I would call them back and tell them you want the "lifetime" service. If you have a mobile unit it would be much more cost effective. For approximately 399.00 you don't pay another bill to them for the life of your unit. I was paying over $160/year for service.
I found out about the "lifetime" plan by accident, apparently it wasn't advertised and while paying my bill, they never told me about it.. A friend of mine came across it and informed me. I called and asked about it and convinced them to credit my prior payment to the total amount for the plan.
The worst customer service!!!
I am jealous of the Sirius subscribers who have lucked out and have not had any problems with their Sirius equipment or subscriptions.
This luck group should be very thankful because if they ever have to deal with Sirius customer care, oh boy! They are just plain a__holes! I am not joking! We all know that with all the products we use regularly in this day and age ie. cell phones, computers, electronics, that we are going to have tech problems and have to call upon the associated customer care. That's fine, and it happens and I have had my ups and downs with different companies but Sirius takes the cake. I purchased a Stilleto 2 and one month after the warranty expired, for no reason at all, driving down the road, it just stops working. I call and they take me thru the steps of upgrading and resetting the device and so on. They tell me that its busted and I must buy a new one! This thing costs &350.00! It just breaks after a year and they tell you to buy a new one?! These boys at Sirius must be raking it in because $350.oo to me is decent chunk of cheese.
I love Howard Stern and the music but these jerks must think they can hold you prisoner! No way! Dont do it, Im telling you...
The complaint has been investigated and resolved to the customer’s satisfaction.
Escape channel music selections
Why doesn't the escape channel ever feature songs (Either classical or others) by mario lanza. His great voice has never been been surpassed or even equaled since his death in 1958. His arias are sensational as is the rest of his repertoire and certainly would provide the level of enjoyment that your current escape listing provide and more. On listening to the 50s music channel again I have never heard any of his songs.
The complaint has been investigated and resolved to the customer’s satisfaction.
Why don't you do vignettes on the composers and artists? I like quiet but not deafening silence where all you ever do is play the music with no announcer ever talking.
Why don't you do vignettes on the composers and artists? I like quiet but deafening silence where all you ever do is play the music with no announcer ever talking.
Because he's not part of the format on Sirius XM Escape. Mario Lanza would be a much better fit on the Classical channels than on Escape, which as a Beautiful Music channel, is built around instrumental interpretations of Pop music instead of Classical.
Don't be fooled about account holds.
I was a loyal customer for 10 years with Sirius but due to the economic crunch I decided to cancel my monthly subscription with Sirius several months ago. Of course the retention department attempted to do everything possible to keep my account active. One final option they provided was that they could put my account on temporary hold for several months. This would eliminate a reactivation fee that is normally around $50 in the event I chose to reactivate my account. As a bonus they would provide me 1 month free when I reactivated. 4 months later I see a monthly subscription charge on my statement. I was surprised as I never requested the service to resume. I of course called to obtain reimbursement and official cancellation of the account. After roughly 30 minutes I was told sorry we'll reimburse you only less than half. Crazy as they offered me an additional 3 months of service if I stayed but they wouldn't reimburse $12.95? Finally after getting a manager involved the company decided it was best to reimburse the full amount.
Don't be fooled. If you want to close your account just close it completely. Don't take this bait and switch tactic. I had every intention of reactivating in better times but I'm not inclined to give them my business now in the future.
The complaint has been investigated and resolved to the customer’s satisfaction.
I just tried to cancel my account at the one year anniverasiy date (it never worked- there is no reception on the east coast trains) -which occurs in one month. they told me it would be 75 dollars to cancel early- even though I am pre-paid for a year! they said I had to call only on ONE PARTICULAR DAY- the actual anniversary of the 1 year subscription- to be able to cancel without additional charges or fees. Then they hung up on me!
this is without a doubt the worst company I have ever dealt with in my whole life! I would not get another subscription if THEY paid ME an annual fee!
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 Starmate radio for my car. Just over a year later the radio just stopped receiving a single. It was determined that this was a known defect/bug with the Starmate radios and there was nothing they could do. Okay, although I was annoyed that I had to purchase a new radio, however after I purchased the radio, they charged my wifes credit card a $75 activation fee... this fee only for lifetime memberships.
I did not purchase this radio because I wanted a new radio, I was perfectly happy with the one I had. I purchased the radio because of a defected radion provided by Sirius themselves. So not only did I have to purchase a new radio (which I thought was ridiculous as I still have FM/AM radios that work from when I was a kid) I had to pay them $75 to switch the radio serial number on my account... taking them all of 2 minutes to do.
In my opinion this is a complete scam.in addition, when I was being talked into the life time membership, (even though it was in the fine print in the documents I received a few weeks later) I was never told this by the sales representitive.
It it weren't for the amount of money paid (in comparision to the monthly fee) and this being the only medium to get Howard Stern, I would have completely dropped the service.
Good luck to the new merged comapny if they continue to treat existing customers like garbage.
(I put this on as Unauthoizred charges because they charged my wife's credit card because after I purchased the life time membership she wanted to activate the dadio in her new card and purcahsed the monthly plan... therefore this was the only credit card that had access to.)
The complaint has been investigated and resolved to the customer’s satisfaction.
Why wouldn't sirius have a computer program that evaluates how long it's been operating and then slowly start targeting that esn (mac) with a weaker program signal as it would make you think the radio is no good. those are solid state radios and they practically last forever unless you drop them or go over bumpy roads. it seems they control that and why wouldn't they systematically cyberattack your radio. they told me my attenna was out but I popped in a new radio and my antenna was fine. then they told me I had service for 10 years and I realize now it was nothing wrong at all most likely with my two previous radios but a victim of their scheme. please help me identify this to the federal communications commission to investigate this deception. keep the old radios and lets' have an independent company test them or ask the fcc to do it. it's no way that many radios go bad. solid state radios last almost forever. this is an absolute game they have gotten away with most likely. whatever you do, don't ever give them your credit card number and if you do, cancel it the next day and record all conversations with them. these recorders are very cheap and put your speaker phone on open and record the conversation. make a statement saying you are recording it for training purposes. just like they do. their is no training. they do that to have evidence with the credit card commpany to ensure they can bill and cheat you. when talking to them put in your total price and put a clause in your conversation that you retain the right to cancel if you are not satisfied. fight back america. I told them I would not switch my radio but it fixed transferring the esn piece if needed. someone told me that knows about radios and my favorite electronics company best b^I that this the way they control the industry. we need a fair and honest satradio company in this country that is upfront, not deceptive and has good customer service. any company that outsources their customer support to india, beware. india has the hugest civil rights violations on the face of the earth. according to www reports, they have gang cartels that put families in slavery to work like robots and abuse small children, according to internet www reports. don't ever allow any computer tech support company to hook you up and allow 'one of them' to remote in to your computer either, as they copy your entire harddrive and use whatever information they find to their advantage. please let's stop as it's being repoted cyberwarfare (if true) and I suspect it is because no radio dies out that has a solid state card such as the probable hoax we have all fallen to sirius. I will contact the ftc and fcc to ask them to investigate radios that they claim are no longer working. only the fcc can monitor this. they program service in buckets what is tranmitted to it, if they think you have had it too long, then they broadcast under a bucket that is planned to slowly skip a bit, etc... until you complain then they give you some phoney baloney get your card number and the game continues. fight back america. record, refuse your credit card and get their information and report it to the proper authorities... we broke up att in this country because it was deemed they had a monopoly and it was unfair competition. well, it seems sirius/xm is in the same can of worms and have shut competition off. they need to be broken up. plus don't absolutely don't ever buy anything they sell as it's under no us laws and you will be cheated as none of the programs or gadgets work that's why they are on sat radio. no binding laws. buyer beware
I bought a lifetime subscription in 05'. I sold my car in 2010 and left the stolleto removable unit in. (Included essentially). I havent used my subscription since. Anyone know if and or how i can activate a new unit or register the app with my lifetime subscription? Or is there a time-out period? Appreciate any knowledge on the matter in advance. Ive read a few of the comments above so i am aware of the negative. If you don't know or simply want to talk bad, is rather you didn't respond for that won't help me at all. Thanks. ...I did call and they have no record of me but i did not have an account #. I gave them the address i was living at when i subscribed but to no avail.
I have a cell phone number that was previously owned by a Sirius/XM user. For 5 months now, i have been receiving calls from XM telemarketers. I have requested each time to be removed from their call list because I am not the person they are trying to reach and they are calling a cell phone. Each time the person on the phone says they will remove my number from the list. This has been going on for over 5 months! I want to take legal action as i am tired of their harrassment! This is the number they call from866-557-8552.
I signed up for a promotional 6 months in October 2009 and I prepaid for it. When this period was over I had no intention of renewing. I got a renewal notice and naturally I threw it away because I did not want the service any more. They kept sending me letters saying I must pay or they will disconnect the service. I was not using the service so I did not care if they disconnected. I called in May to tell them to stop sending me this bill which is around $107. The representative told me that I owe this because I never called to cancel and it is their policy. And a large portion of this charge is a cancellation charge. She added that if I don't pay they will send it to collection. In my opinion, this is a ripoff like business practice. I don't think I need to call to cancel and if I don't and maybe if I do I would still pay to cancel and charge me for a service I did not use or want.
What? That's crazy talk! Only $75 to switch your lifetime subscription over to a new radio? When I called, they told me it would be $480 to switch my lifetime contract over to a new radio when my original contract said only $60 if I ever wanted to switch it over. Y'all are getting a bargain. Granted, I know they decided not to honor their original contracts after the merger, but I told them I wasn't paying that much to have my contract violated so blatently for more commercial filled radio.
When the free six months expired on my Sirrius radio I sent in $154 for a one year subscription. I have been on the phone for 26 minutes with a lady I can barely undrstand and she won't let me talk to a supervisor. This is an awful company. Sirrius could care less about customers. They admit to having my $154, sitting there doing nothing and will not start my service. Back on hold now while she claims to be looking for a supervisor. Whether this gets worked out or not at this point is immaterial. What is material is the companies incompetance, use of people who are not adequately trained to speak English and understand a problem, and the callousness towards consumers.
I have been with Sirius for over 4 years and have purchaed several radios. I have the S50 portable unit and I had an issue in October 0f 2007 with the radio which they eventually replaced. Now I have had the car kit not working and since October 2008 Sirius has stated it is "out of stock." So now I am paying for service and can only get service at home if I hook up my executive unit.
I have asked many times over the last six months why they do not have a program that will allow existing customers to get into a comparable portable unit. They have told me the only unit they have is the Stelleto2 and that cost $269.00 and they have no break or program for existing custmers.
It seems iteresting that a company like this has no interest in keeping their existing company or supporting the equipment that they have out there.
Looks like it is time to get together everyone that is having similiar issues.
Sirius and XM Satilite radio providers both advertise commercial free radio. Both of them have commercials on 99% of their channels. As far as the service goes it is fine but it is not commercial free. Also if you do not have a tape player or AUX jack on your car you will have to use the FM transmitter. With the FM transmitter you have to find a dead channel on your radio then tune the Sat. radio to that channel and it has a lot of static and white noise, not to mention the ugly wire that has to run to your antenna.
I ordered ONE year subscription and paid by check. Did not want to renew, so called to cancel. They kept putting me on hold...total phone time 42 minutes...to be told that I cannot cancel, because it is an "automatic renewal"...and apparently I am being turned over to Collections for a bill that I never received. Asked for the manager RAY CORTEZ - who was unable to help me cancel my account.
After the first year of free internet I though it was a good service and decided to renew for one year. After that one year was over they automatically charged my credit card and tried to renew my service on a credit card that was stolen, then sent me a past due notice and told me I had to pay. So once again...i figure this was just a fluke...and decided to renew my service. This time I payed with a check so they couldn't try to automatically renew my service. Here I am again...receiving a notice telling my I have to pay are they are turning me over to a collection agency for services that I didn't receive. If I wanted to continue service I would have renewed. I don't want to renew nor can i afford to renew and now i have to pay this service. Only am I am paying this service after being yelled at by a manager and hung up on before I could barely speak two words. And of coure I tried calling back...but never could get thru to anyway. This service and company is a joke.
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)
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
Count me in from Texas!
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.
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?
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.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
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!
The complaint has been investigated and resolved to the customer’s satisfaction.
I have had numerous problems with XM Radio Customer Service. I, too, would gladly join a class action suit.
I had the exact same experience and have saved all of the billing from XM and would join a class action.
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 email system is first letter of first name followed by entire last name and sent the letter to both @xmradio.com and @siriusradio.com for each name. The @xmradio.com emails were returned unsent, but the @siriusradio.com went through! This morning I received a call from XM Corporate indicating they got my email and completely removed the charge from my account and sent an email confirmation to me as proof (upon my request. I figured I'd post this to help the MANY people I see are having similar issues and feel there's no possible solution. The execs you can send emails to include: mkarmazin@siriusradio.com, sgreenstein@siriusradio.com, jmeyer@siriusradio.com and daltman@siriusradio.com. Here's the letter I sent:
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To Whom It May Concern:
Three years ago I signed up (over the phone) for a 3-year subscription for both of my cars (radio ID's: XXXXX and XXXXX), paying in advance. My 3 year commitment expired and I was debating on whether to renew, but had not decided yet. Today I received 2 invoices for $34.05, indicating a past due amount. I called your customer service to understand what the charge was for and was told that because I did not call to cancel my 3-year subscription, it automatically renewed and was shut off because of non-payment. I was told that it was my responsibility to go to your website to understand the terms and conditions, which indicate I needed to call to cancel.
I am disputing the charge and would like it removed from my account and not sent to collection, in that I never signed, nor agreed to, an automatic renewal. I signed for a 3-year plan and expected that at the end of my commitment, I would not have service if I did not renew, no different than a magazine subscription.
I asked to get escalated to a supervisor (Will -employee #47809), who told me that he was the furthest I could escalate to and that I should've gone on your website to be familiar with a term and condition that required me to physically call to cancel my subscription. When I asked told him how people would be expected to do that if they did not have internet or a working computer, he told me I/they would need to go to the library to access your website. When I asked for a call back from his manager, he told me it was unlikely I'd get a call.
I am outraged that this has happened and planned to re-subscribe in due time, but have serious doubt about it now, learning that this is how you treat a customer who had faith to sign and pay for 3 years in advance. I would greatly appreciate it if you would acknowledge removal of this charge, in that I do not want to have to deal with collection disputes and other time-consuming/costly effort to defend myself. After Googling to see if there was anyone who had this same problem, and how they got it resolved, I was appalled to find this is a BIG issue and not uncommon. Please prove them wrong and waive this charge.
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I hope this has been helpful to you! Good luck!
The complaint has been investigated and resolved to the customer’s satisfaction.
Xm/Siruis Radio- St. Louis, Missouri
I have been having issues with one of my Xm radios for over 3months. I have been a very loyal customer for over 5 years. I was finally told by listener care that they would replace the radio at a COST to me(Free shipping-WOW!)
I spend a huge/ large amount with them yearly, and is all they can say!
I was told that there was no one to speak to- I told them I was going to contact their offices and the Ceo of the company!
It will be going out to all today or tomorrow-
I was lead to beleive that the customer always right ----BUT----
oh.. and if we dont make any sense on the phones its because
A: We are sooooo tired of explaining the SAME thing to 500 pissed off people who just argue with us and expect us to bend company policies. As if we have an "erase bill" or "refund all the money" button we can just click to make all your problems magically go away.
B: We are all REALLY high. or drunk. or tweaked the [censor] out. some of us havn't slept in 2 or 3 days. We may place you on hold to go snort some crystal meth in the bathrooms.
C: You people are RUDE. You call cussing and hollering. as if thats going to get you anywhere. AHAHA. We just hang up on you or transfer you to the spanish department. We sooo do not have to put up with your [censor].
I worked as a rep for sirius. They had us work in a specific department called Saves. you know this department as customer satisfaction. when you call to cancel your subscription, you are speaking to someone whose sole purpose is to keep you subscribed. why? because each rep is paid commission based on the percentage of subscriptions they retain! a rep must have over a 50% Saves Rate in order to receive their commission check. I can personally testify that representatives WILL PURPOSELY KEEP YOU SUBSCRIBED, EVEN IF YOU WANT TO CANCEL just so they will receive their commission. I HAVE ALSO SEEN EMPLOYEES TAKE DOWN CREDIT CARD NUMBERS AND MAIL CUSTOMERS RADIOS THAT THE DO NOT WANT TO ORDER just so they will have radio sales. The company gives away daily prizes such as gift certificates and even nintendo ds systems to reps that sell the most radios. Also, when you call Sirius you are NOT speaking to s sirius employee. You are speaking to an employee of Stream Global Services, and outsourcing company. Also, any employee can take a supervisor call. Thats right people, WE HAD NO SUPERVISORS ON THE FLOOR. Kids as young as 17 have full access to your account with absolutely no supervision. If you ask to speak to a supervisor we just place you on hold for about 10 mins, play our gameboys we won from stealing your credit card info, and ask one of the people who sit next to us to take the call. While you are on hold we [censor] about how stupid you are and how you didnt read the fine print, which we have all had drilled into our heads.
"Your subscription will continue until you cancel and you will be automatically charged on renewal for the term you select at our then current rates."
this is a verbal contract. you agree to it when you sign up for service over the phone. most people don't understand what it means, but they don't want to say anything because they are in a hurry or don't want to sound stupid.
The contract states that you give Sirius your credit card info and they will charge it based on the subscription you choose. If you choose monthly, they charge it once a month. If you choose a 3 year plan, they charge it every 3 years. There is NO way to opt out of Automatic Renewal. The contract is the same as Netflix, or a cell phone or cable bill. If you cancel your services within the first year you WILL be billed a $75 cancellation fee. NO EXCEPTIONS. If your credit card expires and you do not renew it you still receive service for 3 months. After the 3 month grace period the service will shut off and a bill for the past 3 months will go to collections. at that point the employees at Sirius can no longer access your account. it becomes shut off to us. it gets turned over to another company called CCS Financial. You have to call them and pay the bill or it will ruin your credit!
A few years ago I purchased a new car which came with a satellite radio & it came with a complementarily 6 month trial subscription, after the 6 month trial subscription ended- I then purchased to a 2 year subscription with Sirius Satellite Radio. Incidentally the credit card I used had been canceled due to unrelated fraudulent charges, so the credit card # Sirius KEPT on file with my account was useless. After my 2 year subscription ended, Sirius called me continuously-ENDLESSLY asking me to give them an active credit card # & I CONTINUOUSLY REFUSED & I DIRECTLY TOLD ALL OF THOSE HARASSING IGNORANT SERVICE REPRESENTATIVES THAT I-DO-NOT-WANT-TO-RENEW-MY-SUBSCRIPTION & I-AM-NOT-GIVING-YOU-MY-NEW-CREDIT-CARD#. MY-PREPAID-SUBSCRIPTION-IS-OVER! They continued to call & I finally just ignored their calls & then a couple months later received a bill from a collection agency-ITS INSANE- I called the collection agency & they were NO help & insisted that it is "my" debt! After a half hour of arguing, they told me to contact Sirius &/OR write a letter to their collection agency disputing the debt. I'VE WASTED A LOT OF MY TIME & I AM DISTGUSTED with the aggravation this company has caused me. Below is a copy of the letter that I wrote to the collection agency disputing the charge, however if this doesn’t resolve my dilemma then I have no idea what I could do next!
October 26, 2010
"To whom it may concern,
I recently received a collection notice from your agency regarding a "bill" from Sirius Satellite Radio which is considerably a fraudulent statement. I discontinued my service when my contract ended & refused to update my credit card information because I WANTED TO DISCONTINUE MY SERVICE AFTER MY CONTRACT HAD EXPIRED! I spoke to a Sirius Satellite Radio customer service representative a few months ago & FIRMLY stated I did NOT want to continue service! I WAS COMPLETELY UNAWARE THAT Sirius Satellite Radio WAS CONTINUING MY SERVICE REGARDLESS OF MY REQUEST TO END MY BUSINESS WITH Sirius Satellite Radio! I WAS NOT AWARE THEY WERE "BILLING" ME & APPARENTLY HOLDING ME RESPONSIBLE FOR PAYMENTS UNTIL I RECEIVED THIS COLLECTION NOTICE FROM YOUR AGENCY.
Once again, Sirius Satellite Radio HAS FAUDGULENTLY BILLED ME FOR SERVICE THAT I SPECIFICALLY DISCONTINUED WHILE SPEAKING TO A Sirius Satellite Radio customer service REPRESENTATIVE WHICH IS WHY I SENSIBLY DID NOT TO UP DATE MY CREDIT CARD INFORMATION.
PLEASE ALSO NOTE: SINCE RECEIVING THIS COLLECTION NOTICE FROM YOUR AGENCY I HAVE CALLED Sirius Satellite Radio COUNTLESS TIMES ATTEMPTING TO RESOLVE THIS ISSUE AND HAVE GOTTEN NOTHING EXCEPT "THE RUN AROUND". I’VE SPOKEN TO SEVERAL INCOMPETENT Sirius Satellite Radio REPRESENTATIVES WHO HAVE ABSOLUTELY NO IDEA WHAT THE OBVIOUS DEFINITION OF CUSTOMER RELATIONS/SERVICE IS! EACH TIME I CALLED, I WAS PUT ME ON HOLD SEVERAL TIMES FOR AN EXTREMELY LONG WAIT & YET WHEN EACH THE Sirius Satellite Radio REPRESENTATIVES TOOK ME OFF HOLD, THEY STILL HAD NO RELEVANT INFORMATION TO RELAY OR CONCLUDE MY SITUATION.
I HAVE PUT A COMPLAINT IN WITH A SUPERVISOR IN THE Sirius Satellite Radio CUSTOMER SERVICE DEPARTMENT, WHO SAID HE IS FILING A CLAIM ON MY BEHALF (reference case ID# XXXXXXX), DIRECTING MY CLAIM TO THE Sirius Satellite Radio CORPORATE OFFICE TO REVIEW & THE SUPERVISOR ASSURED ME THAT THE CORPORATE OFFICE WOULD CONTACT ME WITHIN 48 HOURS. NOW ALMOST A WEEK LATER, I HAVE RECEIVED NO WORD FROM THE Sirius Satellite Radio CORPORATE OFFICE. I HAVE AGAIN CALLED Sirius Satellite Radio customer service SEVERAL MORE TIMES & I STILL HAVE NOT RECEIVED ANY RATIONAL ANSWERS WHATSOEVER!
THERE ARE SOME SERIOUS PROBLEMS WITH THE FUNCTIONALITY OF Sirius Satellite Radio AS A CONSUMER CORPORATION.
I’M REQUESTING THIS UNJUST DEPBT BE REMOVED IMMEDIATELY!
I WILL FILE A COMPLAINT WITH EVERY VALID SOURCE & PROCEED WITH FURTHER ACTIONS UNTIL THIS MATTER IS RESOLVED APPROPRIATELY. Thank you for your time, "
I have had XM since it was introduced. I was also on auto billing but i had 3 to 4 radio's and they would bill me for radio's that were not up for renewal. I also found that sometimes they did not give the family plan discount. It is almost imposible to get your refund. They will never admit they were wrong and agree for a refund. NEVER NEVER leave a credit card on file with them. You will be charged for service you don't owe and will likely never get your refund. Also when you try to manage your account on line, it is imposible because the radio ID #'s are not there so you don't know which radio is up for renewal or when one expires. I don't think XM is worth the hassel. john m
Gerry you're a genious! I was in the exact same boat as you; subscribed a year, even instructed the sales rep at that time to take me off of automatic renewal (which they said was not a problem), then started seeing charges for $40 every 3 months after my subscription expired. I'd tried everything, 2 weeks of emails back and forth, calling several times and talking to managers, even seeing if my CC company could dispute for me (they couldn't). I was able to get a partial refund for what was left of my 3-month charge, but was still out ~$50. Emailed the list people you said with a similar letter, and had an XM rep call the very next business day and the charges fully refunded within 2 days. Thanks again! HIGHLY recommended to anyone who has had issues like this with XM!
I have the same issue, but was a loyal customer for at least 7 years to XM and it has been so long, cannot recall how long it really was. About 2 years ago, changed account to non-automatic draft, due to some oddities in bills and thoughts of overcharging. This was to be a non-automatic renewal, never did agree to that when I changed to being billed via mail. I decided to not have XM radio anymore due to the harder economic times and met with the same issues you have had. I e-mailed every one of the people above and hope that it helps.
Thanks
Merrilee
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Sirius sent me final notice to bring my account up to date. I called them and they told me the amount to pay was $19.34 I gave them my credit card number and they initialized my radio contact. The next morning I got an overdraft notice from my bank and when I looked into it they (sirius) had additionally charged my CC $172.85.
Do not give Sirius Radio a credit card number. I cancelled my account because of the unauthorized charging to my card. I don't trust them at all.