XM radio / Billing after cancellation
We've had XM radio service in my wife's car since March 2005. She liked the service so much that she set up automatic renewal on a credit card each year. We never really paid any attention to the billing statement until this past June (2010) when the statement indicated that they could not bill the credit card on file because it had expired. We decided to scrutinize the bill closely and realized XM had begun charging a "music royalty fee", something we hadn't noticed in the past...of course, this was our fault. I contacted XM's listener care dept about the charge and was told it could not be waived. My wife decided she no longer wanted XM service so we politely canceled.
Within a week we received another bill from XM, which we disregarded because we had canceled the service earlier and determined that this bill may have been generated before the cancellation could take affect or maybe XM was giving us another chance to change our minds. In the meantime XM still had not turned off service to our radio. A third bill arrived about a month later showing an adjustment (credit) on our account but also an outstanding balance of $69.09. I contacted XM again and explained to the foriegn accented person that we had canceled the service in June. The person explained that service to our radio was still being provided and that we were responsible for paying for that service. I told them I was not paying for something I had canceled and that I had no control over when THEY turned off that service. The foreign XM rep indicated agreement and said they would dismiss the outstanding balance. Service to the XM radio finally quit in late august.
Sept 15, 2010 - A fourth bill arrived with the same $69.09 balance. We again contacted XM listener care dept and spoke to "Marie" who passed us on to "Monica" in the retention dept. Monica was very understanding and apologetic and promptly agreed to dismiss the 69.09 balance and told us to disregard any further bills.
Dec 23, 2010 (Today) - I received a call from a person indicating that they worked for a collection agency which had been hired by XM to collect the $73.49 outstanding balance I owed (not sure were the extra $4.40 came from). I explained to the caller that this had been resolved several months ago and that XM had agreed to dismiss the remaining balance. She indicated that the balance had NOT been dismissed and expected payment NOW. I had no details handy of the conversations we'd had with XM previously but explained that the service had been canceled in June and that I was not paying her or XM anything.
I, AGAIN, contacted XM listener care and spoke to "Angel", another person with a thick foreign accent. I explained everything once again and after being placed on hold for 20 minutes while she "looked up my account" was told that there was nothing she could do. I asked to speak to her supervisor and was placed on hold for another 15-20 minutes. When "Angel" came back on the phone I was told that the supervisor was not available to speak but said there was nothing they could do. Again, I insisted on speaking to someone who could resolve this issue and again I sat on hold for 15-20 minutes. Miraculously, when "Angel" came back on the phone she indicated that they had resolved everything; the outstanding balance, the collection calls, etc...
Based on what I've read on this site while sitting on hold waiting for her to get back to me...I have no doubt that "Angel" told me everything has been taken care of just to get rid of me and I'll continue to receive calls collectors and/or bills until I finally pay...maybe even after!
The truth is...we like satellite radio and have had no complaints about what we received for our subscription. Driving coast-to-coast knowing you don't have to search for something to listen to is great! But after the way XM handled this simple cancellation I'll never go back to them. BTW...I have Sirius service in my other vehicle and when it's subscription is up I will cancel it as well! Hopefully I wont have the same problems then...but I'm not counting on it!
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