SiriusXM Satellite RadioConsumerAffairs Unaccredited Brand
The tl/dr is that if you want to cancel you have to be persistent and may have to cancel your credit/debit card to make sure they don't keep taking money from you. I'd been a Sirius subscriber since 2006. I had it in a car and two portable radios. I thought the service was expensive and eventually switched to their stream only option. I didn't have too much trouble cancelling the car and the other radios had lifetime subscriptions. When it came to cancelling my stupid $54.67 per year streaming only service it got crazy. I called in 2016 to cancel when the current subscription expired. They assured me everything was good and it looked good online. They ended up renewing my subscription anyway. I caught the charge on my debit card so I called them to correct it and we went around and around like everyone else with billing issues. Once again I thought I was good but they would never agree to cancel it and wouldn't refund my money.
Finally I just gave up even though I knew that's what they wanted. I canceled the debit card I used as a payment method so I knew they wouldn't be able to auto renew when it came due in July 2017. During the time between July 2016 and July 2017 they continuously called me multiple times per day and emailed me. It got to the point I blocked their calls since I was getting so many every day. Eventually I actually went into my account and changed the contact number to a telephone time of day service (yes, one still exists). That actually stopped the calls. I also filtered their emails to automatically delete since I was receiving so many. Since I was no longer using Sirius in any way and were blocking them I forgot about the July 2017 auto renewal. Last week (3/12/18) one of their emails slipped through my filters and made me remember the auto renewal. I logged in to see what the status was and saw I was in arrears.
I had no intention of paying it so I called in to cancel my account again. This time they were much nicer, more organized and way less pushy. The service rep assured me that my account was canceled but at the end of the call she asked me to update my payment method so they could charge me for the amount I "owed." I told her I wasn't going to do that and had cancelled my card specifically so they did not have the ability to automatically take money from my account. She said that the money was for a valid service and I still owed them. She said she would send me an invoice. Again I told her I would never pay it and I just wanted my account cancelled. After going in circles she eventually told me it was cancelled but I still owed them for the service. She remained friendly and professional and I remained friendly and professional and we hung up.
I waited 3 hours and checked my account. Nothing had changed in regards to my subscription or the amount I "owed." I called back in (this time I was recording the phone call) and talked to a different rep. I told the rep I was recording the call. He again said he was cancelling my account (it hadn't been cancelled by the first rep) but I still owed them the money for the service. I told this rep that I would never pay and had actually cancelled by debit card to avoid them automatically taking money from me and I considered them a completely sleazing and unethical company. This rep actually consulted with a manager and said they'd cancel my account and remove what they said I "owed." I checked my account an hour later and the charges were removed and I could actually see in the invoice where they made the adjustment to Zero me out and I no longer see any subscriptions. I will see if it stays this way.
Same problems as others with the service. It came free for 6 months and when the six months were up, they expected me to continue my service. I refused and they sent me a bill for app. 12.99 or so. I call again and cancel, and they put me on hold again. They did not cancel my service. I called several times more and the same thing happened over and over again. Bad customer service and they will not cancel your service when you ask them to. I told them after the fourth time, I was going to call the Better Business Bureau and then and only then, they cancel my service and sent me a final bill for 20. I refuse to pay it. Never again will I get SiriusXM radio.
Sirius XM came included with my new car, and I enjoyed the satellite radio service for a while, but when the bill came, I noticed (as many do) that this service is way too expensive. In a world where Spotify exists, nobody needs Sirius XM. So I called to cancel, and the agent sweetened the deal with a temporary promotional price that sounded closer to reasonable. Of course 3 months later, the promotion ends, and I'm back on the phone to call customer service to cancel. This happens 3 or 4 more times, and I'm finally over it. I'm serious about cancelling Sirius. I called today on my way home from work at 6:15 pm Pacific, and the agent puts me on hold.
I'm holding for 30 MINUTES, listening to the same terrible jazz song that qualifies as their "hold" music, over and over and over again, and every now and again a message repeats itself saying something to the effect of "Visit SiriusXM.com to cut out the wait time. Manage your account on SiriusXM.com. Or, stay on hold to speak to an agent." I stay on hold a few minutes past the 30 minute mark when a message says "OUR CUSTOMER SERVICE CENTER IS NOW CLOSED." >_<
Over 30 minutes on hold with nothing to show for it, and now I have to call back tomorrow morning to wait on hold some more so that hopefully I can finally cancel. Oh, and I did check SiriusXM.com, and guess what -- they don't let you cancel your service online! You have to call! It's the only way! I'm going to suck it up and wait how ever long it takes on the phone to finally cancel, but I warn everyone DO NOT GET INVOLVED WITH SIRIUS XM. This behavior by a company is borderline criminal.
Canceled my service and even received a call asking if I wanted to sign up again. Decline. Then a few weeks later received a call saying my bill was past due. When I called to tell them there cannot be a bill that I canceled service, they told me they had no record of it and that I owed $12.10 for service to date. Customer service rep could only read canned script and repeat herself. Did not listen to me that canceled service and did not owe. Did not offer to check into it for me or anything. Would not recommend this commany. Very poor customer service.
I have never seen I more crooked company. I canceled a service with them a month ago. I had to get 3 people before I could get a English speaking person I could understand. I told them I want to cancel. The guy basically wouldn't let me. Kept trying to get me to say I want to continue. I finally after yelling got him to let me pay off balance. I paid 15 dollars. Got him to say I'm done. No more charges. The radio stopped working that day. Thought we're done. Wrong. Got a bill today month later. Once again they wouldn't let me cancel. Said I'm still active. I was about to lose my life. He kept saying "You want to renew. I need to..." I kept saying I cancelled.
He hung up on me. My wife called back. She got some American guy. He was like normal. Understood. Said he emailed us a letter saying we owe nothing and are canceled. I might add each call 4 or 5 was transferred 3 times. Had to start over each time. Terrible scam. Avoid this unethical company at all cost. I hope they go broke. Also add my friend bought a lifetime membership with SiriusXM Satellite Radio 600 dollars. He wrecked his truck that week. Bought a new one. They said they can't transfer it. Wow.
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I just received an auto renewal notice from Sirius and about fell out of my rocking chair! Wow. My first year was free, my second year was $136.54 (reasonable) and the renewal is for $297.51. This is an increase of 45% for a service that I might use 1-2 hours average per week. There are several stations on Sirius but I use only 4-5 stations. I consider this a bait and switch by the auto manufacturer, the new car dealer and Sirius radio. This is a very questionable business practice and I think all Sirius subscribers should consider a class action lawsuit to discourage this kind of business practice. I am considering contacting the Colorado Attorney General to bring attention to this "bait and switch technique"... These people are greedy, unethical crooks (Sirius). I am ticked off and I am not going to take it anymore! Comments from others would be most appreciated. Thank you for the opportunity to vent, I feel much better now.
I bought my 2017 Ford explorer in November 2016 with 6 months SiriusXM radio and 5 year travel link. Renewed radio May 2017 which was turned off in November 2017. Recently my travel link was turned off and called 3 times and kept getting different answers from them. First they said it was never activated within year so the offer of 5 years expired. I called the dealer but they say the service is activated when they get them on the lot. Called SiriusXM radio and was advised no service shown on the radio id number so they wanted credit card number or receipt number. I found credit card receipt called back third time they showed it was paid in May 2017 but when I did not renew the service was turned off. They want to charge me to activate my service which was paid by Ford Motor for 5 years because Sirius radio turned off all my services instead of just the radio service when it was not renewed.
Sirius is a scam. They auto renew your service without your consent so they can steal your money. Radio service is mediocre. Claim no commercials but they have a ton of their own. I do not recommend to anyone.
Started out free obviously, 6 mos. promo (30.00) then once they get your credit card on file... watch out. I am a bit on the frugal side but 3 times the quote "promo" price is too much. Also, no notice, no bill nothing just a 102.00 charge. No other service with an automatic payment ups the price to 3 or 4 times what you previously paid without ANY notification. I KNOW there are others out there like me who were astounded at the price for 6 mos. service. They tried to persuade me to continue but they would never drop my credit card off the auto pay and send me a bill, therefore I'm done. Not worth what they gouge you for. So there's my rant. Buyer beware!
I enjoy satellite radio but, I refused to do business with XM. I got a free trial when I bought a used car from the Toyota dealership. It came with the car, I did not order it. I enjoyed the radio so, when I got a letter offering a deal on 1-year of service I sent in the order form. I paid with a check in advance for 1-year. I read the agreement and did not check the box for automatic renewal. Close to the end of the year I got a letter or two and a couple of calls warning me that my subscription was about to run out and that I needed to renew. I decided not to renew. About a month later I got a bill for the next month at three times the previous rate. I called and was told that all their accounts were automatic renewals.
I said I did not request auto renewal and did not want the service. It took me three calls and about 1-hour on the phone to cancel the service. I probably would have kept the service at the rate I was first charged but to triple the rate after the first year was too much. Also the hour on the phone to cancel decided for me that I did not want to do business with them. As I said great product, bad company. DO NOT ORDER A SUBSCRIPTION WITH THEM, UNLESS YOU WANT IT FOR LIFE AT WHATEVER PRICE THEY DECIDE. You can spend an hour every year negotiating a new deal if you want. That is too much trouble. If they can sell it to you for 1/3 the price then do it and offer a fair price and cancel it when the customer says and you will get all the business you need. Why ruin a great product?
It does not matter if you want to cancel or change your subscription. The consumer is forced to call their number and every single time, you will be on the phone for at least 30 minutes, if not an hour. When you hang up and check your account, there will inevitably be a mistake that will end up costing you more, so you have to call them back and spend more time trying to get them to fix their mistake, which is most likely done to get more money out of the consumer. I have my SiriusXM to expire each 6 months and must call to get the discounted rate. I pay the price dearly to save that $200 - $300 per year, all in time and frustration on the telephone. I seriously dread the date each 6 months that I have to call them. Cancelling the account is not any easier. So frustrated!!
Sirius Radio apparently has a policy where you can only cancel your subscription by phone. You receive notifications that your subscription is up and even receive a paper copy to renew. If you do not cancel by phone, they continue to charge you. In my case, my Sirius was not renewed by me. My Sirius radio satellite quit working near the time it had expired. I received no notification that I was going to be continued to be charged even though I never renewed. I didn't renew my subscription and then received a phone call a month later saying I was being charged for a month since I didn't cancel via phone and that is the only way I could cancel. I received no explanation of this via email, via in response to the bill sent to me, but am still being charged the $21 plus change.
The representative claimed to speak with his supervisor that the $21 could not be waived, but offered me (surprisingly) more deals to sign up for another year of service. Not a chance. I was pretty riled up because as calm as the representative was being, it was very clear he didn't care, had no value for me as the customer, could hear laughing in the background, and he placed total blame of miscommunication for not knowing how to cancel on me. He also justified the $21 plus change fee.
We will never get Sirius again. Truly a joke of a company; if you ever wish to cancel, they will find a way to add more charges. $21 is not a lot for one person, but can you imagine when they do this to people in the thousands? Shameful. Why did they not call me to say I was going to continued to be charged and give me an opportunity to cancel? They could have sent correspondence or a message. The truth is the representative clearly has heard these complaints before and it was all about how to make more money. Very poor customer service. They should not be allowed to charge people for an additional month unless they let them know that is what they are doing. After seeing tons of reviews on the Internet, it is very clear I am just one of many who has received these type of charges.
Trying to cancel the Free Trial Subscription (I did not request). The is a huge scam, I purchased my Dodge in 2014, after SiriusXM refusing to cancel my free trial I ended up paying over $100.00 to cancel, SiriusXM said, "In fine print you are a subscriber after the free trial." Mar. 2018, they has sent me another free trial, and I had to speak with 3 people with long hold times to get this stopped. They said, "You cannot cancel a Free Trial." I did not order this Free Trial. It was automatically turned on by SiriusXM.
Please Sirius - you offer a great product but you need to change out the employees on the other end of your customer service. I just tried to sign onto 5 months for 30 some dollars. As she was repeating the guidelines four times out of RUDENESS - I stated that for the MANY years I have been a customer I try and get into another promotion before the other has ended. Let's face it people this is what we do! SHE then repeated the contract again and again. I SAID YES! She hung up on me- SO SIRIUS when you have employees like this with ATTITUDES - you will LOSE OUT.
The customer service is substandard at best. They employ non-native English personnel who work off a script. They do not understand nuances of the language and in my experience therefore cannot complete a transaction properly. Their lack of addressing this issue will undoubtedly be the reason for loss of revenue.
Called to cancel my service early this morning, spoke to an agent who talked me out of it by offering a promo which always irritates me when companies do this (don't offer it to existing customers, only if they threaten to cancel). Called back in to add 2nd radio as part of the deal the agent and I agreed to, was told hold time was 34 minutes, press 1 or callback, pressed 1. Was called back, but the system could not recognize that I was speaking the option "one" to accept the callback, nor could it recognize me pressing 1 on my phone to accept the callback. It called me back 3 times, never could recognize my saying or pressing 1, so it warned that the callback was canceled. I called back in, it said "Wait time is 40 minutes, do you want to hold or do callback" (hold of course, since your callbacks don't actually work), and literally within the first 5 seconds of my "40 minute hold time", I was connected to an agent.
Stellar phone system SiriusXM, you get it off of eBay? This agent I got connected to wouldn't honor the agreement that the first agent and I agreed to, said the first agent didn't type in thorough notes and she couldn't agree to the same deal, so bye bye SiriusXM for good, will never subscribe again and will do my best to recommend to others that they do not either. My other favorite thing was, I kept asking repeatedly to speak to the first agent that I had come to the terms with, "impossible". Get a real phone system and learn how to run a call center. If you can't put the first agent on the phone, fine, listen to the darn call between him and I and you'll hear what we agreed to!
I read down pretty deep about all the complaints. All, bar none were about the poor customer service. I never had to deal with customer service because the auto-billing went smoothly. But now my subscription has run out and they call 3 times a day, I have never answered because I don't want to renew. So I want to mention my problem that no one else has mentioned. It is like cable TV, you have 500 channels but maybe 5 have any value. And of those 5, they are spread out, you cannot preset your station buttons for Sirius. If you want rock, rather than put them all in a row, you have to push the button 30 times to get to another rock station. The country stations are fairly close to one another. There is only one Christian station. There are 450 stations that play obsolete junk that no one has ever heard of.
And any of you who are old enough to remember the pre FM days where you would drive under a bridge, your AM radio would give out, this is what Sirius does. Not only under bridges though, I live in the 3rd largest city in the USA and there are more dead spots than you can shake a stick at. You're driving along the interstate in the middle of the city, singing along, and ALL the Sirius stations would just die. I just simply decided it is not worth the cost. Since FM is nothing but loud obnoxious car commercials, almost no music at all, I guess it's back to buying CDs again. How awful.
Despite the fact that My wife warned me that talking with customer service is a nightmare, I had little choice as I had totaled my vehicle and no longer wished to have satellite radio in a vehicle that I no longer owned. A simple cancellation would have sufficed, but all the representative wanted to do was to sell me more service and equipment. I kept repeating that I just wanted to cancel, but they are obviously trained to try to sell more. I was able to create the account online. Why can't I cancel the account online. One smart thing that I did was create a automatic renewal account with an old credit card that is expired. This would force the company to send an email every month telling me that I needed to renew. So, every month I would log in and pay the account and indicate that it was a one time payment. This keeps them at arm’s length. I liked the listening service, but I don't like customer service.
In 2006 and 2008 we bought Life of the car memberships for our two Acuras when the free trial period ran out. We sold the 2008 Acura in 2009 and whoever has that car still has that XM service. We sold our 12 year old Acura last month to a good friend, handshake deal. No dealership involved. Part of the selling point was having the SiriusXM that came with it. A month later SiriusXM turned it off. They have told me many lies. 1) First couldn't find our number (hard to keep that lie since we have been paying and are paying for all of our cars since 2006), 2) then they couldn't find that car (found the 2008 Acura on our account that we sold in 2009). 3) Then they said the used car dealership turned off the XM Radio (no used car dealership was used). By now we know that they are just going through a list of lies so then.
4) They said we must have bought a "Life of the owner membership" but we know for our first two memberships we bought the "Life of the car membership". We explained that the friends who bought the car called us and asked why we turned off SiriusXM. We realize now that we got a call several weeks ago when someone said they were the dealer saying we needed to get our Acura tuned up. Of course I honestly said we just sold it. I realize this was SiriusXM lying. Interesting how when they called me back about this compliant their caller ID said Hewlett **.
We are in a pickle because of their lies. Do we pay for a membership for them since we sold that with the car? Sirius has been unyielding and continued their lies over and over again. This is not good customer service and as soon as our current subscription run out on our two new cars we will cancel SiriusXM and never look back. They could of had two people paying for around 30 more years but not with their tricks and lies. Customer service is important always in our book.
I maintained 2 SiriusXM subscriptions on 2 new vehicles for about 3 years. When my wife and I got smart phones we decided to cancel the radio subscriptions. I was on the phone for literally hours as the SiriusXM agents kept trying to pressure me to stay and transferring me to different departments. Literally, for about the last 30 minutes, the only phrase coming out of my mouth was “Cancel my service”. They are absolutely horrible to deal with. They finally canceled the service but continued to send me mailers and emails even though I told them to NEVER contact me again in any way, shape, or form. It’s been over 2 years and I still receive mailers and get emails even though I have continually 'unsubscribed’ from everything - they keep putting me back on. They are the closest thing to the Stephen King story about the company that helps you quit smoking - they never leave you alone.
I purchased a new Toyota in Nov 2017 with 3 months free trial SiriusXM. They repeatedly sent mail saying it expired on Feb 07 2018. When I paid to extend it a year, I also decided to buy a radio, speakers, outdoor antenna and subscription for house. I did this all online, thinking thats how to get it done, using credit card. I was interrupted by phone call part way thru, was timed out on computer for some reason... Order went thru, but as two different accounts.
The real problems started when I tried to log in to look at the accounts. Their site would not recognize my password. I spent 5 hours over two days, online trying to fix this with their live chat people, their computer assist, and their helpline. I was repeatedly asked to resubmit name, address, phone, e-mail, account #, radio ID #, over and over and over!! I could not believe they repeatedly asked me to do same thing that never did work! Insanity. Never got into website, it says I am not registered, but says my e-mail is... Wish I had read these reviews first! Was not that impressed with selection of music anyhow. Thinking of going to bank and cancelling payment. Returning product if it arrives.
SiriusXM does not send out anything before or after charging the credit card on file. I noticed a charge and had to register my account and login to see what I was billed for. I could not see any previous bills except this last charge covering my current subscription. I have no way of tracking what I spent on the service for the last year except through my bank statements. I called customer service and they said they could remove my card on file, then switch to paper invoices to be sent to me for $2 fee per invoice. They have no paperless option. I explained that I would like a notice when my contract is being auto-renewed or after the card was charged so that I can keep track of what I am paying for.
The agent said they do offer that for 1 year and 2 year subscriptions. So why can't they send one for shorter subscriptions? I just find it deceptive that they give you the choice of paying them $2 per invoice to track your expenses, sign a longer contract, or just let them keep debiting your account with no notice. Then if you catch the charge, you have to log in and see what you paid for. For those reasons I cancelled my account. The radio service is convenient when travelling, but the content is fairly repetitive on all the stations, and I just can't justify continuing to give this company with deceptive billing policies any more of my money.
On November 27, 2017 (1:28 ET), I spoke with Jim of SiriusXM. After being told by multiple family and friends that calling Sirius is a hassle, I have to agree. Speaking with Jim was extremely frustrating. We had sold both our cars; therefore, I called to cancel service. Well, this call was everything but easy. I trusted Sirius to settle the two accounts. I paid the balance due on the Cruz. I requested refund of the credit on Dart ($11.04) of which Jim assured me would be processed/refunded to my check card/Visa within 5-7 days. I took note of Confirmation # for call. Never received refund!
We have since purchased a new vehicle. I will not, however, subscribe to Sirius nor will we recommend Sirius to anyone. On February 22, 2018, I emailed customer support with information and confirmation # from call with Jim. I requested again a refund, and advised too much hassle to phone in. (Sirius will spend a significant amount of time trying to retain your service and ultimately does not issue credit when due.) Customer Service is crucial to success and Sirius simply failed to follow through with credit, thus stating Sirius cares only about money/subscriptions. Sirius actually responded to email confirming the credit due to me, apologized for credit not being refunded back in Nov 2017, but then advised me that in order to process refund THEY OWE ME, I would have to call again. Not worth it!
Many years ago I opted to purchase SiriusXM's lifetime subscription option for $500. Yesterday, I purchased a new car and called to have my subscription transferred to the new vehicle. It was at that point I was informed I had used up all four of my subscription transfers - which I paid somewhere around $70 each time I transferred. So now, the owner of my old car gets the lifetime membership, and I get to purchase a new one! Thanks SiriusXM!
This company is overly persistent. They call me, they send me emails, they send me snail mail. If I wanted to purchase their product I would already have done so. What a pain in the ass. They are currently calling me every day. Eff Off!
Called this company to either terminate or negotiate a lower rate for service and to cancel automatic renewals because of the exorbitant renewal price. Don't ever give them a credit card and authorize automatic renewal. Agreed upon an annual price and was sent an invoice. Upon review of the invoice I detected a "city tax" charge of $6.74. The city of my residence doesn't have a "city tax". Asked that it be removed, even talked to a Supervisor, but was told I would have to fax a tax exempt notice. Tried to explain, to no avail, that I was not a business with a tax exempt # just a citizen/resident of a city that does not have a city tax.
Have read many blogs concerning the horrendous billing practices of this company. Even saw where approximately 46 States sued them for deceptive billing practices resulting in a multi million dollar settlement. I imagine a lot of people will just give up and pay the bogus fees as their time is more valuable which is what this company obviously counts on people doing. The CEO and Board of Directors of this company should be ashamed of their business practices. Even after being sued and settling nothing has changed. Theirs is a corporate culture of greed.
Bear with me during this long review... I have owned three different Chevrolet Equinoxes, but never at the same time. I have had Sirius radio in all of them. Recently, I checked my credit card statement and realized SiriusXM had been double billing me for over one year. They had been billing me for both my old Equinox and my new Equinox. I no longer owned the old Equinox and had canceled the service.
I have spent literally HOURS on the phone with customer service. I have been assured on numerous occasions the situation was "escalated" and actually on the last occasion requested a manager and was told that a refund was issued. I waited 2 weeks for this alleged refund and when it didn't come, I called back. I had to explain the whole thing again to three different people all of which couldn't figure it out. This company is committing FRAUD by double billing people hoping they don't notice and then giving customers the runaround and refusing to refund! Why would I pay for radio service in a car that's been totaled. I am appalled at their customer service.
I bought two lifetime subscriptions in 2002. Bought a new car and was told I can't transfer. Lying and cheating do not make for good business. I helped them when they were starting out but they can't honor their side. Then they changed all the notes on my account...
Never ever ever give them a credit card number. If you want to subject yourself to this terrible service send them a check... I can guarantee you when I canceled and did not pay they kept sending me a bill that went straight to the trash and they finally shut me off after about 4 months past the expiration of my subscription.
VISA Pre-paid is the largest provider of credit cards in North America. However SiriusXM refuses to accept payment using this legal tender saying that VISA is not a credit card. Absolutely ridiculous! VISA has already received the money and is a guarantee of payment. There should be no reason this is not accepted as a credit card payment - run the card and the charges will go through.
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