Complain about a product or service

Sirius Satellite Radio

Robert of Lexington, KY October 8, 2009

I attempted to cancel my subscription on 8/25 with XM Sirius using their web site e-mail form. The subscription continued with another billing to my credit card account. On 10/06 I called XM Sirius to again try to cancel my account and was repeatedly offerred "deals" to continue the service. I asked to speak to a supervisor but was told none was available - one would call me back within an hour or so. Of course, no one returned the call. Now my only recourse is to cancel my credit card account to prevent further billings.

Kathy of Carrollton, TX September 29, 2009

In the years I’ve subscribed to Sirius, paying in advance for service was always the standard. In 2008 I started having difficulty with my signal. It would cut in and out just a bit at first, then over several months it happened constantly. I made multiple calls to Sirius who would generate a “signal boost” in my zip code area. This would help somewhat, but eventually it would get so bad again I just shut my radio off. Even after spending 90.00 on a Sirius signal booster from Circuit City, the improvement was minimal at best. Sirius eventually said my radio was out of date and I needed to purchase new equipment. Since the last part of 2008, I quit using my Sirius all together, even though I had paid in advance for the service I was no longer using! When I received renewal information in 2009, I did not respond because I was not going to invest money in another year of poor service and excuses.

I spoke with a Sirius representative 4-5 weeks ago, explained my situation and he thanked me for my years of service. To my horror, last week I received a COLLECTION NOTICE in the mail for 31.12! The customer service rep didn’t bother to say anything about what they were doing on my account; he only wanted me to renew service!

I called Sirius and spoke with 2 customer service reps and a supervisor who would not escalate my call any further saying “managers above me don’t talk with customers”. They refused to do anything to correct the outstanding balance saying it was my fault that I did not call them to discontinue service; therefore I was charged for 2 additional months of service after my account expired. When I did not pay for the additional 2 months of service, they turned me over to a collection agency.

They said they didn’t need my approval to continue my service since this was “their policy” and I should have called to cancel. I refuse to pay for extortion! If they ruin my perfect credit, I will do my best to ruin them! Maybe they will stop defrauding people if we slap them with a class action suit! If you know of one that has been initiated, please let me know.

Bill of Oceanside, CA September 29, 2009

I was a faithful customer for over a year and when they had a mix up at billing instead of contacting me (they have my info on file) they sent a cancellation notice 3 weeks later that encouraged me to "Western Union" money transfer it to them or it was going to collections. Not a great way to treat a loyal customer. Their customer service personnel were no better. Refusing to help me or give me the name of her supervisor, nor transferring me to someone else. The call ended when she just hung up on me after getting in the last word. I am very dissatisfied and canceled my service.

Name of Somewhere in New England, NH September 25, 2009

I called to renew my subscription and told the CS rep tha I would only pay 10/month - make it happen. After speaking with a supervisor he gave me a plan for 12 months, plus one month free for total of 13 months, for 142.45. This was less than 11.00 so I accepted it. Today I see where Sirius has debited my account for 164.24 plus another 6.50 in a separate charge. I was miffed! I called Sirius and explained my case. The 6.50 was for one month of online access plus a 5.00 late charge that was rejected by my bank because a new card number had been issued. I told him to take the late fee off. Then I asked about the 164.24. He explained about the Music Royalty fee which I knew about but the guy never mentioned on the previous day. When I asked him if his training included not telling cistomers about the royalty fee he hemmed and hawed but basically said we were mailed a notice about it in June so I should have known it would be added. BS!

So I told him to cancel the subscription and refund everything except the 1.50 internet charge. He went away for a few minutes and came back to tell me that he was refunding 75.46 to me and that my 13 month subscription would remain in effect. That was a good deal! So I get 13 months of total Sirius package for about 88.78. There's hope for these guys after all. I hope by sharing me experience some of you readers may also be able to squeeze a deal like this out of Sirius. I've withheld my name above until I get the money back.

Jene of Palm Beach Gardens, FL September 22, 2009

I canceled my subscription in Feb 09. I prepaid my account. It is now september and they say I owe 13.84 for a automatic renewal fee. I told the lady on the phone that I do not owe anything, because I canceled before my subscription was up, and I prepaid in full. She said all she could do was take off 10, so I would owe 3.84. What a rip off.

Michael of Phoenix, AZ September 17, 2009

On September 6th 2009 Sirius automatically renewed my subscription to my debit account for 6 years and charged me 866.00 without my approval. I discovered this when I was contacted by Visa fraud alert who advised me at first that a cable company had originated the charge.

I then discovered that Sirius was the company that initiated the charge. By this time I had put a freeze on my card thinking that this was a a fraudulent charge. I then contacted a customer rep. who explained that they had renewed my subscription for 6 years. I advised them that I had not authorized this charge. She then said they could offer me a cheaper life time plan.

I advised them that would be fine and they were supposed to refund the balance of 404.00 dollars back to my account. So far that hasn't happened they gave me some song and dance that they could not refund this amount back to my account but instead would have to mail me a check in 2 months. I told them that that was unacceptable and they said they would push the credit back to my account. That did not happen. I called a few days later and had to deal with another person who assured me it would be taken care of in 5 days. That didn't happen.

Today I called back got the same run around only this time they said they pushed the credit back which was a lie. I then asked to speak to a supervisor. I spoke to a person by the name of Andrew employee number 5812 who said they could not push the credit back but because it was such a large amount they had to send a check which would take 2 months to receive. I told him that was unacceptable and asked to speak to someone above him. He said he was the highest level that I could go to. I asked why they could not just put the money back into the account they took it from. He said to avoid fraud he was advised by his in house security that they could only pay by check. I then advised him the only fraud being perpetrated was by them for taking out the funds with out my permission.

I asked to speak to there security he gave me some excuse that I could not talk to them because they only converse with their security by e-mail. I then explained what poor business policies they have and that they should have contacted me prior to renewing my account. He said it was their policy to advise customers 30 days in advance by e-mail of the renewal. I never received the e-mail.

I was getting no where with this guy so I asked when I could expect the check refund he gave me a date of November 17th I will believe that when I see it! I will contact my credit union in the mean time for possible options and to make sure they can not ever charge my account again! I am short 404.00 in funds which will make it difficult to get all my bills paid this month. Plus at least four and a half hours of waisted time trying to get this sorted out and I have a feeling I 'm not done yet.

Doris of Nixa, MO September 16, 2009

I called to renew our Sirius as our trial period was about to expire. We received an offer of 245.00 for 24 months. The service rep tried to persuade me to take the 3 year offer stating that it would be 10.21 per month for the 24 months vs. 9.69 per month for the 36 months. I opted for the 245.00/24 month plan and I was required to verify that it was ok to charge this to my Discover card after giving her my Discover account number. Only after I verbally authorized that yes, it is ok to charge this to my Discover account did she say, Ok, we will be charging 282.49 to your Discover account. I said wait a minute, the offer states 245.00. She said that did not include royalty fees/taxes. What a sham! In truth, had she been honest in giving me the per month charge, it would have been 11.77 per month for the 24 month plan, not 10.21. At no time before I authorized this charge did she mention royalty fees or a total of 282.49. After demanding that she credit all of my money back to Discover and cancel the renewal, she said she was not authorized to do that and passed me off to a different department. I went through 4 people before I received a credit. We are not that desperate to have Sirius Satellite Radio that we would compromise our principles of dealing with an upfront and honest company. No need to hide fees unless you have a reason to do so. Buyer beware in this desperate economy. I only hope when I receive my Discover statement that they were honest and did indeed credit my account back. Will not assume anything until I see it for myself.

Herb of Arlington, TX September 10, 2009

I purchased a new vehicle in 2006 and paid for a 3-year service contract with XM Radio though the dealership. Initially decided not to renew in 2009 after the 36 month obligation was completed. Without my consent or approval the service continued for 2 months and I then received a bill for 38.00. Called their customer service and explained that I was being billed for a service that I did not request. Also mentioned that I was now considering a renewal of my service but that would not happen until they either removed the charges or provided me with a copy of a binding contract under my signature that allowed an automatic continuation of service. . After some hesitation, the bogus charges were removed. That took 2-3 weeks.

I then renewed the service by phone. (Never give these crooks your credit card information.) In renewing, I made it emphatically clear that I was authorizing only a three year obligation and that I would not allow an automatic extension unless I specifically approved it at that time. The agent acknowledged and concurred. Also, I required the agent to give me the total cost-plus taxes and fees. Then I wrote the figure down just in case I needed it in the future. Sure enough I did. Surprise! I received a statement that included an additional unmentioned fee of 56.00 Music Royalty fee. Again, called their customer service: had a short discussion and demanded a supervisor. Same song, same verse as before. Believe I mentioned The FCC and my State Attorney General and once again the bogus charges were removed. Unfortunately, I cannot take my business elsewhere to get satellite service so I will pay these slime merchants for another 3 years service so I can listen to Fox/CNN while I travel.

Dave of Reston, VA September 5, 2009

I want to know why my account is completely screwed up. That's my question. On October 18, 2008, I ordered the Sirius Everything Packge with the Best of XM. Through Feb 27, 2009, I paid 376.42. The amount I have paid on my American Express Card does not match the My Sirius payment history. My payment history shows so much activity for a fairly simple transaction that it is preposterous. Someone changed my account to the Sirius Everything package on Feb 27th without telling me and strangely my Best XM service stopped a few months back without any notice.

Now, as I try to reconstruct the damage, I find that I cannot have the best of XM, less I'm willing to start a three-year subscription all over again. I have a better idea. Why not just reactivate my Best of XM for the rest of my 3-year package and I can pay the difference between the advertised rate of 458 and what I have already paid?

I have spent 90 minutes tonight talking to 5 different people who could not tell me why my plan was changed without my permission, why the billings were constantly screwed up on my installment payment plan or why I could not get a resolution to my problem short of starting a NEW 3-year plan today. This is ridiculous. I am an unsatisfied customer. I think I'm owed an explanation of all of these problems and I think someone ought to be able to fix my problems to my satisfaction.

Marian of Burien, WA August 21, 2009

I recd 6 mos free Sirius w/purchase of new vehicle. Liked service, paid for addl year for 129.50 by check on receipt of invoice. Now have recd an addl invoice saying pmt of "U S Music Royalty Fee" of 19.81 is due - no mention of such a fee on original invoice, nor at any time. What gives?

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