Sirius XM Radio review: Billed for services which never received! 58

I was sent a notification that if I did not call XM and give them my updated credit card expiration date, they would cancel my "award winning" service. I did not give them the updated card information, because I did not want the service. They charged my card any ways without the updated expiration date. To date, I have called five times to get them to reverse this charge. I have been hung up on twice, changed to different people three times and still have not been refunded the money they charged me for an entire year of service. They even asked me for my updated expiration date so they could put it in the computer. I told them no way. I demanded that my card number be removed from the computer and was assured it was. The last person I talked to told me my credit card number over the phone, so obviously it has not been removed. It has now been 10 days since I was promised that my card would be credited and it still has not been credited. I like XM's product, but their service sucks.

I too was mistreated by XM. I paid for two year agreement upfront. One day when my service stopped, I called to renew based on a special rate advertisement for renewals. I reached an asian call center who told me in broken english that the special was only for good customers and that I was past due. I asked how I could be past due since I had paid in advance. The CSR said " you very bad customer and you must pay." I tried to reason but was repeatedly told that I was a bad customer.
My equipment I purchased is no longer usable because I refused to be extorted for the $20 and change fee she said I MUST PAY.
I miss the service but don't want to reward their predatory behavior.
I am happy they are in financial trouble. I hope I have helped by telling everyone about my negative experience.

I have 3 xm radios so yesterday I decided to do the lifetime subscription for my main xm radio and do a 1 yr. subscription on one of the other radios. Since I don't use the 3 radio I canceled it. well guess what xm deleated the worng radio for the lifetime subscription so I called to tell them and they told me your 24 hrs is up and it will cost you $75.00 to put it back in active status. DONT BE SUCKED IN TO THIS XM TRAP.

I had been an XM customer since 2005, and recently XM removed the only station we listen to. I called back in August 2008 to inquire when this particular station will be back on the air, and the customer service rep had no answer. So then I requested the mailing information to their corporate offices & I mailed in a letter stating that since they had removed the only station we listen to I wanted to cancel the service to my car. I mailed in the information mid August, and in October my service was disconnected from my car.

In the begining of December I start receiving calls from XM radio, which initially I assumed they where calling my to try to get my business back, so on Dec 23rd I called and found out they where calling my to collect $28 for services they provided from my expiration of my contact and the date they actually cut off service. I spoke to several customer service reps & finally got transferred to a supervisor Mr.Coughline in the Chicago, Il. call center who help me & said that he would submit a report to look into finding the letter I sent because they had no record of it and I would be receiving a call from them within 48 hours regarding the results, when I asked for is operator number he said it was none of my business, which I thought it was strange but since he had already helped me didn't think anything of it & hung up.

On Jan 15, I received a bill from XM radio for the amount of $545.19 for service that was activated on the 23rd of December. (the same day I called to inquire of the collection charges.) So I called the number on the bill and as soon as I would tell the customer service reps what was going on they would either hang up on me, or put me on hold then transfer me back to the same call center, after being on hold for over 2 hours, I spoke to a rep named Claude operator # 46322 from call center in Jamaica(of all places), who explained to me the reason why no one wanted to talk to my was because I had a NON-REFUNDABLE service & I wanted to cancel. I informed him that the day i called I spoke to a supervisor & he told me he would submit a report on my behalf. He then informed me that it was activated by the supervisor Mr. Coughline, and I asked why he would do this and he answered that they make commission on new accounts. So he then submitted a billing dispute report for the $545.19 and removed the original charges for the $28. and told me that the billing department will contact me regarding my dispute and I should hear from them within 3 days.

On Jan 20, I called to inquire why I haven't received a call from the billing department, & I spoke to Lucy from cancellations department & said that the request had been submitted that morning, when I asked why was it submitted 5 days later she didn't have an answer. She then said that I should give it until the next day for them to call me.

It is now Jan23 & yes i have called again & spoke to another rep who told me that on the same day and same time I called on Jan 20th they attempted to contact me, and left me a message. ( I have yet to receive any calls or messages from them), she then told me that my report was escollated to a billing manager & I would be receiving a call back once this is all cleared up. with in 7 to 10 business days (yeah, when is this ever going to end!).

I am pretty sure that this will continue, more updates to come!

Seems like a pattern here. In NH we have a law against unfair and deceptiver trade practices. I am calling the Attorney General about this company. Here is my story.

In July I called XM to renew my service. When I found out that they were no longer offering discounted yearly contracts, I told the Customer Service Representative that I was not going to renew my service. Four months later I receive a bill for three months of service. I called and they had a record of my call back in July but no one had bothered to cancel my service.

I was bounced from representative to representative for over an hour. Finally I get to Courtney who says their records only indicated that I had called in July and wanted the same rate as last year but there was no record of a cancellation of service. The fact that the representative did not follow through is not my problem. I thought they would get it when they saw that I had in fact called and they had a note that I wanted the same rate but never renewed that I was probably telling the truth. Not so. Courtney says that in August when I got the bill I should have called and because I didn't it was now my problem. They would do nothing to correct THIER ERROR! Beware of this business. I would not trust them with my financial information, particularly automated or direct withdrawals. They have the nerve to call their customer service "listenercare." It really should be called "littledowecare."

I'm a xm customer service rep and I can tell you whoever you spoke with is incorrect you can change your billing cycle at any time and are just required to pay for the service you recieved up to the time of the billing cycle change and then the next cycle of service. When you cancel you are only required to pay for the service you recieved as we bill in advance no cancelation fee applies. You also can set a future deactivation date to cancel your service once the service you paid for runs out. It's unfortunate but not everyone who works for xm does their job or maybe you just spoke with a new employee whatever the case the info you received is not correct. Right now however we do require that you have a credit or debit card on file for automatic billing for anything under a year of service. Hope this helps.

lol hey ### you gave the wrong copr number lol you pathetic. next if your radio dont work it may be defective or you may need a signal refresh out to your radio. but if you are not smart or have any idea about tech then just go to Sirius they will take every penny from you. XM does not refund ###s

Yeah I gotta agree with david just because your too stupid to keep track of what you set your service to which you admitted yourself you activated online not through us. Not only that but your getting a savings of 23% on a 5 year plan. And yes we have locations in the Caribean but we also have 8 call centers in the states. Not only that but your darling company GM is going straight down the craper for the same reasons your complaining about us. Your company is one of the #1 abusers of cheap foreign labor and as a result is on the verge of economic collapse. Why don't you try calling GM's 1-800 number and see who answers the phone?

you mean dont buy a GM from you. bcuz all you dealers i think sell more dope to put in these cust heads than actually selling them a car. you guys have no sense on crap and you lie to them by telling them that you will swap service over create free trial account for them when they already have an account with us so they are charged on two account bcuz of you idiots.

oh listen ### all you need to do is call xm and just ask they remove you from the calling list duh common sense

your out of luck... i am an xm rep heres the cust agreement

NOTICE OF ARBITRATION AGREEMENT:

This agreement provides that all disputes between you and XM will be resolved by BINDING ARBITRATION.

You thus GIVE UP

YOUR RIGHT TO GO TO COURT to assert or defend your rights under this contract (EXCEPT for matters that may be taken to SMALL CLAIMS COURT).

*Your rights will be determined by a NEUTRAL ARBITRATOR and NOT a judge or jury.

*You are entitled to a FAIR HEARING, BUT the arbitration procedures are SIMPLER AND MORE LIMITED THAN RULES APPLICABLE IN COURT.

*Arbitrator decisions are as enforceable as any court order and are subject to VERY LIMITED REVIEW BY A COURT.

FOR MORE DETAILS,

See Section 11 above.

I found this post by searching for other complaints on the web.

Apparently I had a 24.90 charge floating around in XM after my account had been closed and it was sent to collections. I was told today that there should have been no way that I could have accessed my account online after a year and because of the delinquent balance. I paid the charge through THEIR website via my account login. Minutes later the charge appears in my online banking. I call them up and tell them that I made that payment and proceed to get a ### customer service lady who tells me it impossible that I logged in, that I made a payment, or that I received a confirmation number via e-mail. I went round and round with her for a good ten minutes on that point alone. I grabbed the confirmation number, read it to her, and told her to tell me if that was just a fictitious number sent out by an e-mail that didn't exist. She put me on hold for five minutes and came back a totally different rep. Polite, courteous, and apologetic. Where do they get off acting like a bunch snarky two year old idiots when I am holding the money? THE worst customer service I have ever encountered, and certainly the most unprofessional as well.

As long as they are sucking money out of your account, they will be your best friend. Present them with a problem on their end and they will treat you like a ###. The only good thing about the call? It wasn't someone with an fake American name speaking in poor English. Leave that to Dell and HP where you spend hours on the phone repeating yourself because that phrase isn't in their English for Dummies manual.

I get calls from the collections department at XM radio [protected]) 3 times per day from callers asking for a person who used to have my phone number. I've explained this to them about a dozen times, and each time, I am assured that they will "check into it" and remove my number. They don't. Sometimes they call and just hang up. Very annoying! I've never even heard of this company until now and will never consider becoming a customer.

We cancelled all our radios in Sept/Oct 2007. We should not owe any money. We are still getting charged 30 plus dollars. They sent this to a collections agency, and they keep calling here, and are very rude. I am not accustomed to such things. We called XM, to no avail. What else can I do?

Horrible, Horrible, Horrible! and what a rip off! damn
thing doesn't even get good reception. I have had the worst experience
with XM. I could write a book about my experience with them but I refuse
to waste anymore of my precious time with them. By far the most
unprofessional company I ever dealt with. I have been overcharged various
times and everytime I call customer service they tell me "it's been
fixed" only to have it happen again the following month OR the charges
still remain. I have called at least 20 times and to no dismay. Transfer
after transfer, manager after manager...nothing. They are true idiots
over there. I will never do business with them again and I will tell
everyone I know not to either. Hundreds of dollars just wasted...
Damage Resulting = hours of time dealing with them over the phone and
at least a couple of hundred dollars just wasted

xm Radio is negligent in their customer service department. I could go into the whole story but suffice it to say they are a company that should be sued into oblivion. The compaints I read here are an accurate portal of there standard business practices. STAY AWAY FROM xm radio.

I have owned my new car for 1 year. I found the free trial of XM radio worth renewing - and from the start I've had "account billing" issues. I get billed when I've already paid (and on time, I think that they think there are 5 or 6 quarters in a yearly billing cycle) But the latest issue is worse.

On Sept. 12, 2007, I was away from home when a call was logged on my caller ID. When I returned the call, the number was identified as being the COLLECTIONS DEPARTMENT at Xm Radio([protected]). I held and got an agent. After going all through my account information, I was told the account was current and I should not have been called. Two days later [protected]) I was called again and answered the phone. The person identified themselves as being from Xm Collections and started a litany about the account being over-due, blah, blah, blah! I interrupted and said that there had been a call 2 days earlier and that I had spoken with "collections" and been assured that the account was fine. The person then said, let me look . . . , "oh, yes I see that" but the reason for the call is that you were late in your payment - I said "no, I wasn't, the payment was made in August, then the guy said, "let me look, (short passage of time) "oh yes I see that" but we're calling because you only paid for 3 months and the account is a 6 month account", " I said NO the account is on a 3 month cycle and has always been 3 months and I paid 3 months ON TIME" Then he apologized and hung up. (Did you notice that the stated "reason" for the call changed 4 times!?) I went to a phone in the house with caller ID and noticed that the 1st and 2nd calling numbers were different - the second [protected]) was NOT identified as an Xm corporation number when I looked it up. So I called Xm back and made a FRAUD complaint, going through all of the BS AGAIN! I got a call reference number and was told I'd get a call back in 72 hours. Today is 9-24 (10 days) and I decided to follow-up. After speaking to two others I got a supervisor who looked at my account inside and out and assured me that the account is fine and that THERE WAS NO RECORD on their call logs of ANY calls being having even been made to me. I said that I KNEW THAT the account was current! My concern was/is that it's OBVIOUS someone was making unauthorized billing calls and since the first call was from a corporate phone either someone who worked for them had made it or else someone had somehow tapped into their lines. And that the second call came from a number identified to be in the private sector - that means SOMEONE has access to their account information and is trying to get fraudulent payments - if they're doing it to me they're doing it to others. Xm doesn't seem concerned about their accounts being secure.

Two years ago I signed up for a 1 year subscription and paid for the subscription in full. Just prior to the end of that year I was activated and had to head to Iraq. I called XM radio and told them I would not be renewing because I was not going to be able to use the radio. When I returned home I called XM radio to re-activate my radio. I was informed that I had to pay a 26.60 dollars fee for two moths of service for not canceling my contract. I tried to explain I did not have contract and I paid for my service up front and I called before I was activated to advise them I would not be renewing at this time. I was told there was no record of my call and I would have to pay for the two months I did not use before I could re-activate my radio. I later found out they sent my name to a collections agency and tried to say I did not pay for services. I called the customer service department and they said there was nothing they can do unless I pay the bill for services I never received. What a joke and they succeeded in losing me as a customer and I have since had several friends leave them also. Stay away form this company there is countless stories of activity just like this all over the web. It is extortion and how they plan on keeping customer is beyond me.