Complain about a product or service

XM Satellite Radio

Tom of Clarence Center, NY March 20, 2010

I cancelled my XM service when I turned in my GM Car. I began getting soliciting phone calls almost immediately, and despite repeated requests on my part to not call me, they call several times per day. They use an automated dialer, which is also very annoying. Although I had intentions of re signing with them when I picked out a new car, this tactic has changed my mind and I would never do business with them again. They don't listen to their customers so they don't deserve to have any.

alejandro of los angeles, CA March 20, 2010

agreed to a lifetime agreement and i get a bill with 180.56 on top off my original agreement and after 7 dropped calls finally "geo"a customer care rep tells me there was a mistake on there part and have to pay the balance and need to pay to avoid possible collection i spoke to john m a manager and told me to file a former complaint on there website and some one would review it and get back to me.

Lisa of Johnstown, PA March 19, 2010

I have been trying for 3 months to cancel one of my subscriptions to XM radio because the radio no longer works. After being on hold for 7 minutes this time, I got a person who then had to transfer me somewhere else. It was over 22 minutes when I finally gave up. I have sent repeated emails to the "customer care" center for months as well and can not get an answer.

Sometimes the background hold music / messages go completely dead, which I assume is to trick the caller into thinking the call has disconnected. The only way you know you are still connected is if you have a timer on your cell phone or something to see the seconds still ticking.

This causes an extreme amount of stress and frustration for me. It also takes a lot of my time and cell phone minutes, and I am continuing to get charged for a service that I can not use. It is only 10/month but extremely unethical for them to become unavailable to people that want to cancel service, but somehow someone is magically able to activate new service.

SULINDAR of SACRAMENTO, CA March 18, 2010

I had free XM radio in my new car and then was ending after six months, they offered me to extend for cheaper and also oferred me to buy another radio for cheap so I did, They got my Visa card number. We clearly had a conversation that the new radio comes in with no activation, I have to call in for the activation. I did not made the call and not even opened the box until 03/12/10. They charged me 44. some cents. I found out from my bank. I was so mad what that fees for and found out that XM radio charged without my permission.

I called in for the refund, the customer service guy denied the refund at first, he said there is a fee for de-activation and I explained I did not activate why there is a fee. They only refunded me 29.47 cents. Not a full refund. XM radio called me on 03/12/10 saying I have credit balance with them would like to renew the account. I was shocked at first. Then I said never mind for the hassal I did activate the new radio. My emotional, stress almost made my balance go in negative. Lie with their customers, steal money.

Joyce of Deltona, FL March 16, 2010

I received a letter from XM Radio on January 18, 2010, informing me that my subscription would end on 2/27/10 and they would auto-renew me using my credit card. I called them on 2/10/10 and spoke with Sheree, requesting not to be part of the auto-renewal program and to remove any reference on file of my credit card.

After some not too clear answers about the transfer of agreements to new/existing/lifetime radios, I finally requested to renew my currrent contract for 3 years. When she gave me the price it did not add up to that sent to me in the mail. Not outlined in the notice sent to me was a new "US Music Royalty Fee" of 53.40. She said it was a new fee that notices were recently sent out on. I still have not received this notice.

So I agreed to the new 3 year plan plus the music fee, 402.40. She told me to disregard any new invoice for the royalty fee that might still be in the mail to me. Please note that our whole conversation was frustrating, I never felt confident that I was actually getting complete answers to my questions. The voice sounded strangely computerized as well. I was glad it was over!

I received an invoice dated 2/11/10 that had charges of 57.78 due. I assumed this was the music royalty fee (which I recalled was around 50) so I disregarded. Yesterday, March 15, 2010, I received another invoice dated 3/11/10 for the 57.78 PLUS an invoice fee of 2.00. Turns out they kept charging me an invoice fee, which is strange because I had paid completely by credit card before it was even due!

Today, March 16, 2010, I contacted Rae at XM. She said the additional charges were for state and local taxes. I do not see anything on their original January 18, 2010, letter to me about incurring state/local taxes, or what percentage of the cost would be added to the total bill. At 55.78, this was a quite a cost increase associated with this service that was not outlined to me by mail nor when I paid for services by phone. They removed the invoice costs at my request and I paid the taxes. I love XM radio. I do not like their service. I do not feel like I am working with professionals. I am concerned that this company is not outlining its costs upfront. I would be very surprised if my music royalty fee and taxes are actually paid by XM.

Arthur of chicago, IL March 16, 2010

XM placed me on the wrong plan and continued to take money from my account and will not give me a refund. They hung up on me twice when I called because they did not want to answer my question. They took 236.56 from my account for 5 months of service so far thay have only refunded me 52.62 because they say I waited longer then 30 days. They still owe me 146.47

Anthony of deptford, NJ March 12, 2010

I recieved a email from XM radio that my renewal had not gone through in early Feb., because the exploration date on card had expired. I called on Feb. 17 to pay with another card and the payment was accepted according to my bank. When I contacted my first bank I was informed the XM accunt was paid on Feb 17. I contacted XM customer services and the did acknowledge there were two payment on my accout and they would refund the first card within 24 to 48 hours. I did not recieve the refund and call XM a second time. the CSR said the refund was processed and for my business she would offer me one month free service uopn my renewal.

Another 24 to 48 hours passed and NO refund. I called a third time only to be told the same thing as before, this time they offered to reduce by bill upon next years renewal and I should have my refund within 24 to 48 hours. I called a fourth time only to be told the same thng however the CSR would re-process the refund. She later told me she was unbale to do so and that she would have to forward up to someone who could process the refund. I was told someone would call me within 24 to 48 hours to address my issue. It has been nearly 4 weeks and still no refund. I have even emailed XM online.

brian of fountain valley, CA March 12, 2010

Every night we come home to a recorded collection call for a "Robert R" (?). We have never had XM Radio, and no one close to that name lives here. We called XM Radio customer service twice (a third time they hung up on us while on hold) to tell them they have the wrong number, they said it would take 24 hours, but a week later we still get these erroneous calls every night. It is recorded so we can't pick up and tell them to stop. How can we end this? Help!

JoAnn of North Aurora, IL March 11, 2010

Had free trial subscription with purchase of new Sonata. Was billed after expiration date. I did not call to continue service but they continued it for 2 months anyway and sent a bill. When not paid, they discontinued service and sent my name to a collections agency. I called and they said they would remove charges and name from collections (in Dec. of 09).

I received another collections letter in March '10. I tried calling and not only did they say I never called but that I will have the crdit held against me on my credit report (threateningly). I looked up this website and called the customer service #. I waited over 30 mins. on hold. Spoke with someone named Victoria in the Philipines. She said that I have a zero ballance - don't owe any money. I said my name is still in collections and she said I have to call the agency and tell them I don't owe any money.

I said that is not how it works. XM has to remove my name and send the agency a letter. She then informed me that would cost me 2.00. I said I would not give them my credit card # or any other account #. My credit report/score is affected.

Nathan of Batavia, OH March 11, 2010

I had a pre paid service that ended on Dec 14. 2009. They sent me a bill in February for 35.00 for the service from December 14 on. I didn't not have an automatic renewal and did not agree to any service after December 14. The left multiple messages about renewing my service and that it would end if I did not renew. I did not want to renew and therefore did not call.

After recieving a call from a collection agency I contacted XM and was outraged to find that they would not eliminate the charges for something I had not agreed to or wanted. Had to pay the 35.00 for something I did not want. Having been contacted by a collection agency I'm sure that hurts my credit rating. This is the part that is most upsetting.

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