Complain about a product or service

Sirius Satellite Radio

Roy of Calgary, AB November 18, 2009

I had almost the identical experience as Samuel of Reno, NV including being told, when I advised that I wished to cancel one radio on my account, "sorry I cannot disconnect your service, this is the activation department. I will put you on hold for 3-4 minutes until someone that can handle your request is available."

I finally got agreement to have the service cancelled from the second agent after an offer of a home set and suggestion that I might like another satellite radio for my home. I said I just wished to cancel the one radio that was not being used before I was billed for another year next month. She said it would be cancelled. I asked for confirmation and was told that the system did not allow for that. I asked if they had email, since they had already confirmed mine, and asked that they send me an email confirming cancellation. The agent said they did have email but could only use it for internal business. She could not send an email. She said if I had any difficulty I could always call and just say I were dealing with Irene. "I am the only Irene in the customer service area, so you'll be okay", she said. I said I was uncomfortable with that. I asked her how she'd feel if she had a magazine subscription that she was trying to cancel and the distributor refused to give confirmation. She said she understood and that others had wished written confirmation but she could not provide it. I rung off but was not happy.

I called my credit card company to see what I could do to protect myself. The representative said that without written confirmation there was little she could do and that I could consider cancelling my card, but Sirius could still put through a charge if they had the authorization code from the original transaction and they could still go after me for payment since there was no verifiable proof of my cancellation.

I said I felt vulnerable, especially since I had read of others that had had bad experience with the cancellation process at Sirius. She suggested that she call them, with me on the line to request confirmation, and that she would use their call taping system to produce a record.

That is what we did. This time I talked to Rebecca who confirmed the cancellation after going through the same screening process I had experienced earlier. I asked for written confirmation, which she said she could not provide. I asked her name which she said was "Rebecca". I asked for her last name which she would not give. I asked for her employee number which she said she did not have. She said "don't worry, I am the only Rebecca in the office. Just ask for me."

I advised her that the call was being recorded. She said, "I know, all our calls are recorded". I told her, no it was also being recorded by my bank and that this was now a record of my cancellation. Rebecca assured me the cancellation would take place and we hung up with Sirius.

My bank card representative said that we now had confirmation and she would put a notation on my file in the event that Sirius attempted to put through any charges.

Samuel of Reno, NV November 17, 2009

Trying to cancel Sirius Satellite Radio is a test of patience and tolerance. You call the number they provided in a mailer I received today (advising of auto renewal with info on cancellation), when they finally pick up the line they ask a bunch of questions and then state, "sorry I cannot disconnect your service, this is the activation department. I will put you on hold for 3-4 minutes until someone that can handle your request is available."

30 minutes later a new agent finally takes the call and is nearly unintelligible in their comments. I state that ALL I want to do is cancel service, since this the account is due for automatic renewal in a month, and I do not want to auto-renew. I state to the agent, "wait, I do not need an explanation and legend of having been a Sirius customer since 2006. I understand I will not have Internet listening, for I have not had a Sirius receiver in my car for a couple years now, and have not listened to the online radio in MONTHS!" Then the line seems to go dead ... five more minutes pass and I hear her come back on the line and she's talking to someone else ... and she cannot hear or acknowledge that I'm still on the line.

I'm still on that line (silent, yet connected) as I type this, and also now have tried a NEW call through to them on my cell phone at the same time while I wait. Checking around through Internet searches I see this is not uncommon for Sirius to avoid customers calling to cancel by making it extremely difficult.

Janet of West Bloomfield, MI November 12, 2009

I had been a customer for 3 years. I prepaid the service via the phone and did not receive monthly bills. Never signed a contract either. When my service ended Sirius began sending me bills. Then bills with late fees. I called them and they said they have an "automatic renewal policy", pay up or they will turn my account over to a collection agency. Apparently at some point during my three years with them they added an automatic renewal policy of which I was never informed. Their response to that is credit card companies change their terms and conditions all the time and so can they. The strangest thing of all is if you are a NON customer they will offer you 1-14 months free service. But a 3 year customer like me they refuse to remove 2 months of fees I incurred after I thought my service had ended.

Rebecca of OFallon, MO November 11, 2009

Mid september i called to cancel my husband's Sirius account. I had no problems, but was told to call back on the 22nd to request the refund check. Annoying, but whatever, I've come to expect hassle when canceling. I called on the 27th since we had been out of town. I was informed that it may take up to 4 weeks to receive the refund check. Still fine, no problems. On November 2, 2009 I called back because we still had not received our refund. I was informed by the worker that for some reason the refund was never processed and to expect it in one week. I called back today November 10, 2009 and was informed the refund check was mailed on October 6, 2009. I never received the check.

The person asked to verify my address, which was wrong. I was informed that because they had issued a refund there was nothing they could do. I explain, repeatedly that they should cancel that check and issue a new one to the correct address. Alex--at this point- said he spoke with "internal billing" and they informed him this was against policy and could not be done. In short that they cannot refund my money. He asked why I did not verify my address when I cancelled the account. I informed him that I received the bills at the correct address so there was nothing to suggest that they had the wrong address attached to the account.

I did ask repeatedly to speak to a supervisor. The first time I asked I was put on hold for 15 minutes-no one ever came to the phone. The second time I was informed that the supervisor would tell me exactly the same thing. At this point I had already been on the phone for 20 minutes and had to leave for work. I will be calling again tomorrow, and probably the next day, and the next. I am also drafting a letter to the BBB and anyone else who may interested. If i sill lived in NC I would write the trouble shooter at WTVD. I may write to them anyway. I would encourage everyone to do this. Sirius cannot keep this money it is unethical and illegal if i'm not mistaken. Good luck everyone.

Terry of Knightdale, NC November 4, 2009

I was cut off and have made 5 phone calls in total. I was charged for two additional years of service on a closed account in which my radio was stolen over 14 months ago. I have not used the service since and just got charged again. THey will not give me a refund and after going through several department transfers each call end up getting cut off before someone will help me.

Mark of Pleasant Garden, NC October 27, 2009

My 86 year old Mom purchased a new Ford Focus with a Sirius radio. The 1st 6 months of Sirius Radio service was free. They sent my Mom a letter telling her that her 6 month service would end November 6, 2009 and that a 1 yr subscription was 129.50. I called XM to see if I could add Mom's radio to my XM plan. They passed me around before one of the employees said that XM and Sirius were one company but their billing was not merged yet. So Mom wrote them a check for 129.50 and mailed it. Then she received another bill in the mail today stating that the 1 yr service was now 149.41 and that she owed another 19.91. Mom called Sirius and was given the run around. Mom then called me to find out what was going on. I called Sirius today (10/26/2009) and was told that the 1 yr subscription had increased and that Mom had to pay it. I told the girl that either they provide the service for the agreed upon price of 129.50 or they could cancel the subscription and refund Mom's 129.50 in full. The girl transferred me to a dial tone.

I called back waited another 15 minutes to speak to someone. It was very apparent that they are scripted to give people a hard time. I was again put on hold and the guy at Sirius would not agree to a refund. He put me on hold and again I was hung up on. I called back and waited another 15 minutes and was told that they had to transfer me to the cancelation department. This time I wait with the music-on-hold for another 15 minutes and was finally connected to a gentleman who willing to give Mom the original price of 129.50. By now I was done with their tactics and just wanted a refund. The guy told me he could not cancel the subscription until Nov 6th and that I would have to call back then to get a refund. I told the guy that I wanted the refund now and that he could cancel the remaining time left on Mom's 6 months of free Sirius.

I was put on hold for another 10 minutes before the guy said that he would send corporate the information to cancel the subscription and issue a check to Mom for 129.51. He said that the check would take 6-8 weeks to arrive. Now I'm wondering if the check will ever arrive. How can a company exist ripping off an 86 year old grandma? I told the guy that Sirius' sales tactics would catch up with them and he as well as the rest of his fellow workers would be looking for employment!!! If Sirius keeps up with these use car sales tactics, it will only be a matter of time before they go chapter 11.

David of Southside, AL October 16, 2009

I received a notice from a collection agency today regarding my former Sirius account. I called Sirius and they said they had made a mistake and that I had a zero balance. I purchased a new car car in Dec. 2007 that came with a free 6 month trial of Sirius Satellite Radio. At the end of the trial I purchased a 1 yr subscription in June 2008. I sold the car in Dec. 2008.

In June 2009 Sirius called and asked me to renew. I advised them that I had sold the car and to please cancel my account. Sirius called again in Sept 2009 and asked me to renew. I told them for the 2nd time that the car was sold and I now longer owned the satellite radio and to cancel my account. Upon receipt of the collection agency letter I called Sirius and they said they had made a mistake and that my account had been credited and I had a zero balance. Yet, they had still sent it to a collection agency. I had to write a validity dispute letter to the collection agency and I will have to spend money to send it certified mail. All this hassle over 25.69! that never was a valid debt.

Jodi of Lewiston, ID October 10, 2009

We bought our Sirius radio system 2 yeas ago with a 3 year subscription (prepaid) on our credit card. Last year at our 1st anniversary, they rebilled us again although we had already pd for service through Oct of 2011. Aster 3 days, many hours and trying to explain to people at the over seas call centers, they refunded part of the over charge.

Again, this year same thing but can not get them to remove the charge, saying we only pd for 1 year in 2007. BS - now to get chanells we used to recieve with our original subscription, we have to pay for the best of XM i.e. NCAA football and NBA. we honored our contract but now they say we have to pay more to get what we already paid for. I believe this is extorsion since Sirius and XM are the same company. It is a legalized monopoly.

My husband and I drive truck all over the US and this is the only way we get the games on game day, so we are stuck paying double and triple for service we already should have. We have called and called, been hung up on (many times) asked to speak with management, threatend with fcc and the BBB , still, nothing. How is this legal? Is there any kind of Class action suit filed to bar this type of corporate extorsion? We have over pd our account buy 175 and 202 dollars , for a total of 545.00 for so far, 2 years of service and still owe a balance?

Vicky of Leakesville, MS, MS October 10, 2009

I purchased the satellite service for my husband a year ago and purchased the one year prepaid plan. I received an email stating that this years subscription fee was due. I contacted them three times to cancel and each time I was transferred the the Cancellation department my call was ironically disconnected.

I finally received a call wanting to update my account information on Tuesday of this past week (10/06/09). The service rep was kind and assured me my account was cancelled and verified my debit card number and said that my account would be receiving a refund. However, they weren't so nice. My checking account was not refunded money but instead they debited 175.00 for a year's subscription.

I called Sirius this morning 10/10/09 and spoke with Alice (who wouldnt give me last name or employee ID number because they are not allowed to do that). She said that she had my account scheduled to cancel on 10/13/09 - a week after the date I told them to cancel. She said that a refund to my checking account would take 7-10 days. I told her that it can't take that long with technology today and she said that it had to be reviewed. I informed her that I would take care of it since I did not authorize the debit I would instruct my bank to refund my account since it wasn't authorized.

I am VERY MAD and I made it known to her that I was angry. I dont know that I have ever spoken to anyone so rudely but how can these people so fraudulently take money from us. They have a nice little scam going on here. If they drop your calls to cancel then they add days to what they can charge you for "in use" and then when they take out the whole year in advance - and only authorize a partial refund to the account - in my case 162 is what Alice said would be refunded. At 13 per cancelling customer - wow that could be a very hefty little income for a company.

Can anyone tell me if all of us have the possibility of a class action law suit? How can they continue to withdraw money from our accounts without our authorization? I read the terms and it says the card number I gave them originally was for a one time debit to my account. Alice said that once they had our card number they could charge it for renewals or any fees they felt necessary. I do not see that anywhere but if that is the case, why did they email notices of please pay to my email account and why would they withdraw the amount after I told them to cancel and they had that conversation noted (for now anyway - I am sure that taped quality recording will disappear after I was rude to them).

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.

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