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XM radio / Completely screwed me over

1 United States Review updated:

This is a copy of a letter i just sent xm radio who has completely screwed me over:

I am disgusted with the customer service i have received this month. I have been on the phone with this company for a total of 11 hours already and my problem is yet to be resolved. I have been yelled at, lied to, hung up on, put on hold for very long periods of time, called a ###, and been told that i was a cheep skate.

Here is the rundown of what has happened to me:

In sept i called and told a rep to take my credit card off file and from then on to charge me by invoice, i was closing that bank account. At the end of sept i purchased and activated a new xm radio for my second vehicle, when doing that i again requested that i be billed by invoice, and that the hookup fee for the second radio also be charged by invoice on october 2 my bank account was charged $30. I saw this on my account and immediately called and spoke to a rep who said "no problem, we'll refund it to you immediatly" on the 5th, still no refund. I called back and was told this time that the refund would take 24 hours. I informed them that if this did not happen i would bounce an outstanding check.

On the 9th still no refund. I called again, told the rep that that money had to be put back in to my account immediately because i had already bounced a check and would most likley bounce other outstanding charges on the 12th still no refund. Spoke to a supervisor who promised the money would be in my bank account by 5pm. I spoke to my bank manager who said she would reverse the bounce check fee already on my account if the money was put back as promised by 5pm on the 13 still no refund, now i have 2 bounce check fees. Called and spoke to another supervisor who told me to fax my banking info over showing the fees and the initial charge to my card. This supervisor agreed to put $100 in my account that night. He also called my bank manager on the phone with me on the line as a 3 way call and told her that the money was coming that night, and to please not charge me any fees. This supervisor also called me back that night saying he was successful in putting the money back in to my account. I do have every conversation with this supervisor taped on the 14th still no refund. My bank assessed still more fees and told me if the money did not show up in the account by the 18th, the company had never actually issued a refund and that either they were lying to me, or i was lying to the bank on the 18th still no refund. By now there are 7 overdraft fees. I called and spoke with numerous supervisors this day, was told i needed to fax info again. I contacted my bank again to see how to proceed on thier end. My bank has informed me that if the refund is not in my account by the 19th they will be closing my account, reporting me to collections and this will make it so i cannot open a new bank account anywhere.

This is the worst customer service i have ever seen in my life. I have spent a total of 11 hours and 40 minutes on the phone with these people. I have been promised by numerous people that i would receive a return phone call, and never have. I, because of this company and an initial mistake which could have been resolved by you back when the mistake was only $30, am in complete financial ruin. My only indungance in life where i spend money on something other than bills is these radios. I am a single parent and do not have extra money to be spending on overdraft fees caused by your company. I currently do not have any money, i cannot deposit my paycheck in my bank account when i do get paid because as of now my account is $260 in the negative. I cannot buy groceries for my household and have just had to get an extension on my gas and electric bill! I am shocked that such a well known big company would do this to someone who was just a loyal customer paying for a service. I am hoping this matter will be taken care of by the 19th before my bank account is closed and i have to contact legal counsel. I have searched the internet to see if anyone else had gone through something like this with your company, and i have found several complaints similar to mine. I have contacted them and have expressed an interest in getting a group together to legally pursue this unfairness. I do not wish to go that route, and all i am asking for is my refund of my nsf fees and the original $30 that was an unauthorized charge. This should not be that hard for this company to do. I am hoping that someone reads this and does the right thing.

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  • Aj
      9th of Apr, 2007
    0 Votes

    Sub: Fail to refund

    After two years I cancelled my five year contract wit XM Radio. First they stated a $318.00 refund check would be mailed to my home address. Then after repeated telephone calls and emails they stated a check was sent to my long cancelled credit card company. I have hard copy proof that XM radio not only lied about my refund and also had no intention of ever sending my money back. Three months of telephone calls and emails got me no where. I would never again purchase "anything" from XM Radio. Buyer Beware...

  • An
      19th of May, 2007
    0 Votes

    Your lucky your are out only $30. I renewed my account for three years, paid by credit card, and have my billing statement from my credit card showing the charge for the three year contract - over $365 !! They never credited my account. I have been on the phone with them for hours and hours speaking to a different Indian dialect customer rep. They keep opening "reports" for me. At least they are doing something, right? I faxed in my billing statement showing that they were paid for the full three year contract and they still refuse to turn on my account. Instead, they want me to now pay them an additional, get this, over $400!!! With of course the promise to turn on my account and refund my first $365 IF they find it!!! What can you do? It's not worth suing over. I can post complaints, call the credit card company, etc... All I can say is NEVER again.

  • Co
      3rd of Jul, 2007
    0 Votes

    I just have a question for XM Radio ; How do I get a recording artist air play on XM Radio ? I have some one in mind.

    Connie Ellis

  • Kp
      5th of Oct, 2007
    0 Votes

    That's because this is calculated, repetitive, and self serving. They are muggers and organized thugs. Although not a new concept, the real concern is this:
    1) How have they claimed a loss, each and every year since business began in 2001.
    2) In light of the questionable product, barely existing advertising or marketing,disappointing content and questionable value, they maintained a customer base sufficient to pay operating expenses and overhead which includes several executive officers salaried well above a million dollars. Legal expenses on top of a ever growing NET LOSS. How are they around or should we ask, (eat my dust), exiting Hugh P. for a long overdue accounting or do we have to wait next month's public service fort Political Flunkies/oops, I mean Junkies. (Keep your eyes peeled for the headliners as well as the Government sponsered "assistance programs" that will surely be coming our way.) All this altruism from caring hearts that is my government makes me so anxious to consider what's next.
    3) Marketing materials seem to be primarily limited to online or new car partnerships. (not unreasonable, given it was their dime.)
    4) In the wake of several lawsuits, some of which allege unfair and deceptive practices, historically high net loss, and talk of pending bankruptcy; numerous contracts awarded and in particular shareholder lawsuit, "dismissed" or settled out of court immedicately followed by dedicated political station providing forum to government debates, issues and yet undefined issues with 18 month contract. Um, how can I put this..............."THIS IS HIGHLY SUSPECT TO SAY IT LIGHTLY. AN AUDIT; INQUIRY INTO DETAILS OF ALL FUNDING AGREEMENTS; PARTNERSHIP AGREEMENT PUBLIC DISCLOSURE; RESOLUTION OF CONSUMER COMPLAINTS WHICH REMAIN OUTSTANDING AND ACCURATE PUBLIC DISCLOSURE (not that balogna from Consumer Affairs that doesn't even allow room for considering a minimal possibility), OF ACTUAL COMPLAINTS AND STATUS TO DATE.

  • Ma
      29th of Jan, 2008
    0 Votes

    I'm running into the same ### that everyone is running into. I'm driving to the Corporate HQ's tomorrow and I'm going to handle this in person with their CEO. We'll see how much he likes being ###ed with. I'm through with their ### now. Sadly it's become personal. I might get some jail time - but I'm willing to accept that for my actions, if I can't get money then I can get some flesh.

  • Ka
      24th of Sep, 2008
    0 Votes

    I am having the same problems as most of you. They sold me substanderd equiptment that had to be replaced several times and got crummy reception when it was "working" I finally got fed up and cancled my service unfortunatlyI had a 2 year contract I paid for in advance that I had only used a year . Mind you out of that year one my unitswere either not functioning or being replaced.I maybe got 4 months of true service where I could actually listen to XM.When I cancled of course they did thier whole song and dance trying to get me to remain a customer and of course I told them NO WAY! They then told me they would return my subscription fee.for the remaining year back to my credit card. I enformed them it was not a "credit card" it was a debit card to an account I no longer had open as it is in a different state and I no longer live there. So they verified my address and said they would mail me a check for the $240 and it would take 2-3 weeks to arrive. Four weeks later and no check I called back and was told it could take 3-4 weeks and I asked if they could see if the check was sent. I was told it showed it was processed and it should be in the mail any time. A week and a half later I called back as I still had no check! Then I was informed that all payments had to be returned the way they were processed and I explained I no longer had that account to which I was informed they had sent the payment back on my debit card to my old bank account which is closed and I would have to contact my bank which as I mentioned is in another state! I have recieved nothing but poor customer service from XM and like many others I am very frustrated. So I will call my old bank in the morning and see how to access that money if it is even there which I highly doubt since they have had no problem lying to me before on more than one occasion I have no doubt they are still lying.If anyone is interested or is already in the works of starting a class action suit against these crooks please let me know cause you can count me in.

  • Jo
      23rd of Feb, 2009
    0 Votes

    I payed 1 year ahead. Then they billed me again with a higher rate in January which is against the merger law and cut the radio off. I did not want the service and they billed me for $24.00. XM WOULD NOT LET ME TALK TO THE MANAGER and I spent hours on the phone.I went ahead and sent the check to lose them. They had sent me to a collections agency for $24.00. XM corporate sucks and I will NEVER use their service again. Service? Ain't none from XM.

  • Er
      2nd of Sep, 2009
    0 Votes

    I have spent 3.5 months trying to get a refund of the unused service I had remaining when I sold my car. I was supposed to get in a credit to my credit card in two days. Many phone calls and emails later and still nothing. They keep saying that it is being investigated. If so, they must have one person investigating one million refunds.

    My new car has an XM Radio, but I won't be activating it. They have lost my business forever. This is not the way you treat your customers and expect them to spread good word of mouth about your product.

  • Ha
      9th of Nov, 2009
    0 Votes

    Called to cancel but was offered a discount so I took it, but my account was then overcharged $150. You would think they would automatically refund me the difference. That didn't happen. Sent emails and called and was told money would be refunded but it never was. Had to dispute with my credit card company to get my money back. Canceled XM for good...!

  • Db
      9th of Oct, 2010
    0 Votes

    I will NEVER do business with XM Radio EVER AGAIN and I advise all to stay far away from XM Radio as well. In July 2010, we subscribed to the service and requested to be billed monthly. We were told no problem and that the initial fee would be $29.97. Not only were we set up on quarterly billing, but the initial charge to my bank account was $69.71. I called XM Radio immediately and explained the situation. The call resulted in "we will refund you the difference of $36.34. It takes 5-7 business days." I was satisfied but not happy, why does it take XM Radio less than 24 hours to get their money and 5-7 business days to refund it, but I digress.

    2 weeks later I'm checking my bank account and realize that I see no credit from XM Radio. I call again. The call resulted in "the other rep changed the service to monthly from quarterly but did not process the refund. I'll process your refund and it will take 5-7 business days before your refund will hit your bank." This is strike 2 and I'm fairly upset, but I understand things happen.

    Another 2 weeks expire and I still see no refund from XM Radio. Imagine my likes for them. At this point it is no longer about the $36.34 but more about XM Radio not handling business. I call XM Radio again. With each call, I'm explaining the original problem and each subsequent call and therefore the calls have gotten lengthier. This call resulted in "not sure why the refund didn't go through. I'll process the refund now." This is strike 3.

    By now, I've learned that when you call in to XM Radio do not choose the option to "Cancel service" otherwise you may spend 13 minutes on hold as I did.

    Several weeks later, I still have not seen a credit from XM Radio on my bank statement. Believe it or not, I call XM Radio again. This time I ask that my problem be escalated. On September 21, 2010, I "John Adams" answers the phone. I immediately ask for his name and ID and to speak with his supervisor. Of course after having to repeat the ENTIRE process that led to this call, I was then ask to hold for the supervisor. "Dan - the supervisor" answers the phone and yes I had to explain the problem again. The call resulted with "I am processing your refund now. Here is your confirmation number..." I actually feel like my problem may be on its way to being resolved. WRONG!!! I finally get a credit from XM Radio... But the credit is for $2.97. That was 2 days ago and now I'm searching for a class action law suit.

    I am completely disgusted with the lack of customer service from XM Radio, the lack of professionalism, and the fact that my problem still is unresolved.

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