Complain about a product or service

XM Satellite Radio

Ephraim of Teaneck, NJ November 19, 2009

Called to activate a 3 month free trial. Was told by that a credit card is required for activation, but nothing will be charged if I cancel prior to the expiration of the trial period. I called 2 weeks prior to the expiration date and was told trial is canceled. I was subsequently billed for a 3 month period. Calls to refund the charge have been made over an eight week period.

Most recent result is a refund of approx. half the amount with a promise to refund the remainder. Have spoken with supervisors and first line employees, each time a different excuse is offered as to why the credit has not been forthcoming.

David of Meridian, ID November 18, 2009

We tried to cancel XM on line. We tried to call. We tried to e-mail. After no avail, we did not pay the last invoice. I received another invoice with a late charge and further service charges even when they had turned off the service. I called and spent 30 minutes on hold. I finally spoke to Sean and asked him to cancel my service. He said he could not until I paid my last bill. I asked him to match the hill with the service months, I received and they had a hard time doing it. I told them I would pay for the bill but to cancel my account because I would never use XM again. They told me that I had to pay first and that I could do it over the phone with my credit card. No way was I going to do that or they would just continue to charge my credit card. Everyone needs to just cancle their service and maybe XM could return with better customer service. I believe they are a shady bunch.

Kathy of Montgomery, TX November 18, 2009

I called the 800 Listener Care number to cancel service to ONE of the 5 satellite radios we subscribe to, because my daughter was in a car accident and her car was totalled - therefore, we did not need the radio to remain active. I talked to a very nice young many - gave him all of the information - he even asked to make sure my daughter was OK after the accident. He said he made note of the request on my account and then transferred me somewhere else, where I was put on ETERNAL hold. I never did get to talk to anyone!

Obviously, they aren't even in the US - since I sent my email at 11:40 am on November 17 - and when they responded, it indicated that they received it at 12:40 am on November 18...which hasn't even happened here yet! This out-sourcing is getting absolutely ridiculous. It's sad that they have a monopoly on Satellite radio - and I have no alternative but to continue to deal with them. But they should NOT profess to provide WORLD CLASS customer service.

I DO NOT have the time to go through the process today that I went through yesterday to try to get this radio de-activated. I find it extremely unusual - but not surprising - because it is of course to their benefit - that I cannot deactivate this radio on-line. Obviously, if I can never get through to anyone to cancel the service, they feel justified in continuing to bill me for a service I am not receiving or using.

Certainly there is something that can be done about this. It is theft, in my opinion, and they need to be stopped. I still have a Satellite radio activated that is in a car sitting in an auction yard to be sold for parts. I cannot get the service cancelled, and I am being forced to continue to pay for a service I am not receiving.

joe of hawthorne, CA November 17, 2009

I was offered a life time membership on my portable radios for 100 for both plus tax. This did not happen as I received a bill for close to 500. I called xm the same day I received the bill and talked to numerous people and supervisors who told me it would be taken care of. All along my radios have been disconnected and turned back on numerous times. This has been ongoing since May 2009. On 11-16-2009 I requested that since I had prepaid for 2 years to refund my money for those years and leave the radios off then. I was told that if I did not pay they would also shut off my 2 car radios to pay the balance. They also said that you only have 3 days to cancel and that life time memberships are non refundable and you have too pay no matter what. I would not pay this kind of money for this and that I was not going too. My account shows that my car radios are paid up to 3-2011 and my portables are paid to 10-2011. But they still will not leave my radios on. This needs to stop and I think a class action lawsuit should be filed to stop XM from practicing poor business practices.

Jeff of haltom city , TX November 13, 2009

I was called by a collections agency about a past due account with xm. A service I had canceled back in march. I called in march to cancel and they offered me a promo for 6 months. I declined the offer, but apparently they never turned off the service. I had not received any letters or phone calls regarding any past due amounts. When I called xm I asked for a supervisor who then preceded to hang up on me. I called back and talked with another supervisor named rose who was very rude and said that there was nothing she could do.

Erika of Newport News, VA November 13, 2009

Charged me for a subscription I never ordered. My father bought me 6 months service as a gift. Unhappy with the service and decided to discontinue service. Called into XM after daily harassment to continue service and specifically told them I didn't want service and to stop harassing my poor father with daily phone calls.

Chris of Seattle, WA November 12, 2009

I had XM with my new GM car in 2007, I kept it for 2 year subscriptions. After that I let it go since I barely used it. They called and told me I owed 32, I told them I never wanted the service after my year expired. That's not their policy. I ended up having a CSR waive the fee, but apparently she never did it. I had 2 more CSRs look into it over the next month, both said they'd put it through. Got a call from a Collections Agent, it never got put through. I have no idea how to get them to do what they said they did! Ugh! Side Note: The collections rep asked if I wanted to resubscribe! NEVER AGAIN!

cary of boyds, MD November 12, 2009

XM Radio turned off my radio on (11-5-09). I had prepaid for a one year subcription from 5-14-09! I bought this radio through a harley davidson shop. A day or two later I called XM Radio and ordered a unit for my truck. I was not happy with this unit and returned it back to XM radio through the USPO. I called XM radio several days later to see if they received it in which they said "yes." On November 5, 2009, XM Radio turned my orginal radio off. Their reason was I could not provide them with a tracking number for the radio that I had mailed in back in May 2009! And so since I had a credit on my original radio they applied that entire amount to the radio I know longer had and in addition they told me that I owed them 32.00 plus dollars. Had I not cancelled the credit card I had on file with them needless to say we would be battling right now! I waited on hold for more than an hour after talking to the first phone operator. I then requested to speak with a supervisor who made me repeat everything. These guys apparently do not do past ons! I told them that their business practices were bad. Furthermore, I told them that I would talk down on them to anyone considering doing business with them! Thanks!

Sarah of Winter Garden, FL November 11, 2009

On 8/28/09 I sent in payment for 2 receivers for a one year subscription of Sirius. I was told this was a multi receiver rate. One receiver was activated (my husband's) and the other one (for my car) was never activated. I called to find out why. The customer service rep indicated that I owed more money. After explaining I paid for a multi receiver rate they activated the second receiver.

24 hours later, Sirius suspended service to the second receiver. After calling and speaking to a representative (I was on the phone for over one hour with Ro) I was told that she didnt know why both receivers werent active. So she reinstated service to both receivers. And in fact mentioned that I now had service for 2 years!! I told her I only paid for one year but I was happy to just have this resolved.

24 hours later- both receivers were suspended AGAIN. I called once more and spoke to another representative and she escalated the problem to a manager. After another hour- he reinstated both receivers and assured me that my service would not be cancelled again. He told me that the subscriptions would expire on 6/19/10 and 7/19/10 respectively.

A few days later- service was suspended AGAIN. My frustration level had piqued and I called to cancel the account and requested the 176.95 payment back (on 10/1/09). I called on 10/22/09 to follow up on the refund and was told it would be 4-6 weeks from when I first requested the refund on 10/1/09.

Today (11/11/09) I called the Billing Department and spoke to Frank (who refused to give any more identifying information) he informed me that he sees all the notes on my account requesting a refund but that the refund request was never submitted. He transferred me to his supervisor ( David- who also refused to give an ID# or other identifying info) and I was told that I would have to wait another 8 weeks for my refund. At this point, I have no confidence that Sirius will provde a refund for the services that were not rendered. Therefore, I believe I was SCAMMED. I paid for services and the company was not able to deliver on the service and now is playing games and not refunding my money.

Joshua of Folsom, CA November 10, 2009

I called XM to cancel my subscription. Instead of canceling, they offered me three months free. I agreed. However, they instead deactivated my account. When I called in again to have it reactivated, the person on the phone asked me for my credit card information. I asked why? and he stated it was because they had mistakenly deleted my account along with the credit card on file. The person on the phone stated that he was just going to update my credit card information and that I would not be charged for anything. This is where is gets bad.

Today, I checked my credit card account online, and noticed a pending charge from XM. When I called XM to inquire on the charge, I found that it was not for service, but for XM product. I then filed a formal complaint with XM and quickly called my credit card company to report a stolen card. XM are a bunch of thieves! I hope this company burns to the ground. This is not how to do business.

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