Complain about a product or service

XM Satellite Radio

Martha of Hockessin, DE July 2, 2009

I was just now walking on my treadmill and enjoying my XM Sirius "sixties on 6" when I heard that once again you are ripping "The Village" off the air for the Fourth of July.

I am a proud American and veteran and certainly enjoy patriotic music greatly. I am one of those small few who not only enjoys military marches but can tell you the names of many of them. Once upon a time, I even marched to the tune of them. However, I fail to understand why this particular station, "The Village" is once again being taken off to "make room" for the special programming. Was there absolutely no where else to turn on the "dial"? This kind of aggravation never happened before XM combined with Sirius.

The one thing I can thank you for is saving me money. Before XM combined with Sirius I enjoyed the programming so much that I was seriously getting "new car fever" primarily because my still perfectly good Honda CR-V wasn't equipped for satellite radio. So there it is. Thanks for saving me a good amount of money. I do still enjoy much of the programming but in no way does that take away my disappointment, distaste, and true disgust for your current actions and apparent attitude towards my favorite program, "The Village."

Dana of Orinda, CA June 30, 2009

I am attempting to cancel my subscription to XM Radio due to a recent rate increase due to royalty fees. The company is unresponsive in fulfilling my cancellation and keeps putting me on hold where my call is dropped. I attempted to cancel online but there is no provision for cancellation in the account area of their website. This will be the experience of many customers as the rate increase just took effect yesterday.

Stan of San Diego, CA June 30, 2009

To Whom It May Concern: On June 23, 2009, My wife called XM to tell them they were overcharging us. The woman (Jennifer) made real nice and told her that all was good, asked for debit number, which my wife provided, then Jennifer informs my wife of additional charges that must be charged. My wife was in disbelief. Jennifer then had the audacity to tell my wife that they will be charging our card for a year, late fees, and an invoice fee.

I speak to Jennifer and politely request to speak to a supervisor. She refuses and stays to her script of "I'm sorry you feel that way. I'm doing what I can to help." She was not helpful. She puts me on hold 9 times, yes 9 times, for anywhere from 1-10 minutes. Over a half hour later I am finally transferred to a supervisor, only the phone rings and rings and rings. After 12 minutes Leticia picks up. I explain the situation and she puts me on hold for another 10 minutes. She then comes back and states to me that she is hanging up. What? I call back and request to speak to a supervisor. 5 minutes later Jeff picks up the phone. He tells me that the late fee and invoice fee have been waived and it would be noted on the account. I inform him we want to cancel the service. I request a call back from a person in authority at XM. He tells me someone would call. Here it is a week later and no call. I

had even provided an out to Jeff to resolve the issues. I had asked the late and invoices fees be waived and receive two months of service as a goodwill gesture on XM Radio’s part. He stated he could not do that. I asked again for someone in a position of authority to call me to discuss the issue. No one ever called. Why does XM Radio make promises it has no intention of keeping? Today, June 30, 2009, I call because we noticed on our bank statement that we had been charged for a year of service, a late fee, and an invoice fee (154.93). I call and speak to Janinie, explaining the situation. I inform her that we want the service canceled and the cancellation should be retroactive to May 20, 2009 when the service was deactivated by XM. She puts me on hold and then hangs up on me. I call back and speak to Evette. I explain the situation. She speaks from a script as well and then tells me that a credit will be issued within XM for 139.72. An internal credit? Wow that's good business! I inform her that is not what pervious representatives of XM had shared. She says that it is company policy to charge in invoice fee.

I had shares in XM that I’m selling. If cannot trust the company that I own a part of how can I in good conscience provide them money. XM Radio is a company without a conscience and acts in with morally bankrupt attitude. I just wish that XM Radio cared about its customer. Sincerely, A former XM Radio listener and former shareholder.

Robert of Las Vegas, NV June 29, 2009

When I signed up with XM Radio, they delivered the wrong radio units which are already activated when you receive them. When we returned the radios back to XM, they continued to keep the wrong radios on my account, charge me every month for those radios.

When I called them (over 9 times) to get this corrected, they charged me two early disconnection fees saying that each radio has a contract with it. I am still to this day trying to get my 150 back from them for this error on their part. Each time I call, I have to explain what is happening over and over again and it just seems like I am getting no where with them.

Jim of Alsip, IL June 30, 2009

May 4, 2009: XM Satellite Radio deducts "unauthorized" charges of 142.45 from my Charter One checking account. This charge was never authorized by me, nor was I given notification via email, or postal mail. This unauthorized charge resulted in ovevrdraft fee's totaling 78.00.

May 8, 2009: Contacted XM Satellite and explained that I never authorized this charge for a one-year subscription renewal. Spoke to a supervisor in the billing department. Supervisor asked for a statement from my bank that showed these charges.

May 8, 2009: A fax was sent per XM Satellite supervisor request detailing overdraft fees totaling 78.00 to the following number. #313-203-5240. Confirmation of fax received at the number provided above. Was told by supervisor that a decision would take 7-10 business days.

May 27, 2009: Called to inquire about the above mentioned details and was given a reference number #1-9583579262. Still no relief from anyone at XM Satellite.

June 30, 2009: Contacted the billing department at XM Satellite and given the above mentioned reference number. Put on hold and then disconnected!!

David of River Ridge, LA June 30, 2009

I own 3 XM radios and have been a subscriber for over 6 years. Recently, I added a 4th, and they were running a promotion for an Audiovox ExpressEZ for 10 bucks. I was looking for a car radio, this is was perfect. Since I bought it, the reception has been very, very poor. I kept calling, and they told me it was hooked up wrong, I kept telling them it was not hooked up wrong, but it wasn't working well. Well, finally someone gave me another number to call (after many emails.) I called this number, they transferred me, and the guy told me that yesterday they changed systems so all warranties that were over 30 days are not their responsibility.

I asked if anyone was available to help me that could override this decision, he said, no. I said, "ok, I will remember this when it is time to renew." So I have a radio that doesn't work, they won't swap it out, and they refuse to ackowledge the warranty (I admit it is over 30 days), although they were contacted within 30 days, and just kept pushing it off. Now they say to contact Audiovox as it is their responsibility. I would think it wouldn't be a big deal to swap out a radio for someone who pays for 4 a year.

Dennis of Bruceville, TX June 29, 2009

Contacted XM Radio with intent to re-establish service. I was advised that there was a past due balance. I advised them that the last time we requested the service was on a 5 month trial special. At the end of the 5 month period the service was to be discontinued. XM continued the service without our permission. They even sent messages to the radio indicating that the service would be discontinued if we did not re-new our service. We let the service end at the end of the 5 month agreed service and as the radio message indicated it would. Now they tell us that we owe for the service we did not agree to or wanted and that we would have to pay a re-connection fee and pre-paid service. We do not need their services nor will we pay for fraudulent billing. Watch out, they want your money and will do shady things to get it...

April of Cincinnati, OH June 25, 2009

After the XM-Sirius merger, my equipment could no longer receive the XM signal. Although I had paid for a year's subscription, I had received less than 6 months or service. I let my subscription lapse in March 2009. In June 2009, I was surprised to receive a call from a collection agency proporting to represent XM for services between March and June 2009. When I called XM and explained the situation, I came away with the understanding that the amount would be credited and my account closed.

The foreign representative used a phrase which in his broken English either meant such or was devised to give that impression. I asked him 3 times if that was the case and was told that it was. In the next week, I received a bill from XM and the collection agency for the full amount. I called XM again, and over the course of a 45 min conversation with their foreign rep and supervisor, I was told I was not even allowed to speak with someone who could truly address my concerns, and that no credit was possible by XM policy. No appeal process was available. It has been a very frustrating situation.

David of Garland, TX June 23, 2009

Subject: Transfer Fee XM Radio

The XM radio receiver was giving us a message of "Antenna". Found out that the antenna electronics had gone out - antenna equipment was over 5 years old. Went to Best Buy who replaced the antenna equipment from parts I had from an "aftermarket" purchase of a XM Radio receiver replacement unit.

Best Buy gave us a new XM Radio ID and told us to call XM Radio to have the service transerred. I had earlier purchased a lifetime agreement for this radio unit - 499.00.

Service Rep informed me that I would be charged a transfer fee of 75.00. I asked for this to be waived since I had no knowledge of this when I signed up for the lifetime agreement, nor did XM Radio provide me with a written agreement - it is not their policy to provide customers with a written agreement. I spoke with a supervisor (another foreigner who spoke poor English) who gave me little satisfaction.

I went ahead and agreed to the transfer fee as this was the only recourse we had to receive XM service. Very poor customer service when a company fails to provide a written agreement for what would be charged should service be transferred.

Melanie of Archer, FL June 23, 2009

I called in May to cancel my service, they offered me a 5 month period for one charge of 19.99. On the same day I got charged for my normal monthly fee (plus an overdraft fee after I told them NOT to charge my account until Friday). No big deal, I figure that pays the one time charge and I'll have 5 credit. This month I get charged 20.27 so I call. The lady tries to explain that what I was told in May was WRONG and that the 19.99 was for EACH receiver.

I was furious at this point. I asked her to go back and review the tape from May because I asked THREE Times, if this was a ONE time charge and if this included BOTH receivers. The lady said YES. NOW the story has changed. So when I asked why didn't they charge me for both receivers in MAY she couldn't answer that. I told her that after my vacation this week (I kinda need it for a road trip) I would be canceling my service. I then asked for a supervisor. I was on hold for THIRTY minutes only to be told that someone would call me back!! UNACCEPTABLE!!!

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