Sirius/XM Customer Service Issues

On April 30th, I contacted Sirius XM to cancel my subscription and request a refund for the payments I made. Despite multiple calls, I did not receive the refund until after the fifth attempt to reach out. During these calls, I explained that I had paid for subscriptions for two cars registered under Sherry Thornton's name, who I was previously engaged to. She took the cars after our relationship ended, leading me to cancel the subscriptions and request a refund. Despite informing Sirius XM, she contacted the company, switched the subscriptions to her name, and even got a trial offer using my card details without authorization. After numerous exchanges, a supervisor seemingly resolved the issue, and I was promised a refund of $[redacted].52. However, the check I received had Sherry Thornton's name written on it, rendering it unusable for me. This mix-up is unacceptable, and I demand a thorough investigation into why Sirius XM allowed unauthorized use of my account and payment information. I seek a full refund of all the funds I paid into the account, including the amounts wrongly charged by Ms. Thornton. The check provided is ineffective, and I require a resolution to this situation promptly.

I spoke with two customer care representatives regarding an issue where I received a call on a home phone number not associated with our account. I asked for the number to be removed from the call list, but the reps mistakenly added it to another person's account after requesting my information. Despite my requests, they refused to remove the number from the account. When I mentioned CPI compliance rules, one rep named "Mark" provided me with a false corporate number and the call was eventually disconnected.

I contacted the VP of Operations and Connected Vehicles on May 20th regarding a significant issue involving multiple requests to reactivate my previous subscription for my [redacted] Prius, following a serious accident. After being rear ended on I-95, which resulted in complex spinal surgery and a prolonged recovery, I have repeatedly been urged by Sirius/XM to reinstate the vehicle's account. Despite providing detailed explanations and images, including a recent request dated 5/11/18, the President, Mr. Meyer, has also sent a snail mail request. This process continuously forces me to relive the traumatic event. I am seeking to renew my subscription at the annual rate of $99.00 for the foreseeable future. Hoping for a satisfactory resolution from Sirius/XM, I am disappointed by the lack of response from the VP and find their approach unprofessional. My current vehicle is a [redacted] Buick Encore. Thank you for your attention to this matter. Linnea N. [redacted] SE East Dunbrooke Circle Port St. Lucie, FL 34[redacted] [redacted] (home) [redacted] (cell)

I would like to request a change regarding program consistency between my car's radio and my online account and app with Sirius XM. Currently, Yacht Rock Radio on Channel 70 in my car is different from the online streaming, requiring a higher online package for access. I believe if a program is changed on my car radio, it should also reflect on the same channel online and in the app, without extra charges. As a subscriber to the mostly music package with online streaming, I expect to enjoy the same content both in my car and online without additional costs, especially for beloved channels like Yacht Rock Radio on Channel 70. Consistency in programming between platforms would greatly enhance the subscriber experience. Thank you.

I need to contact your corporate office regarding my upcoming subscription cancellation due to the poor treatment received while trying to pay my bill. I've been a loyal subscriber since the beginning and have always had your product in my cars. I am willing to continue being a dedicated customer but require assistance from someone in authority. The lack of customer service is disappointing. I have faced threats, insults, and even been falsely accused of lying. Please have a representative contact me today before close of business to address these issues. I hope to resolve this matter promptly. Thank you.

Dear customer service, I wanted to address an issue with the Sirius/XM service for our truck. Despite my husband calling several times, the service was not activated for the new owner, which is him. After some follow-up, the service was only turned on on either August 12th or 13th. Please do not omit the specific dates this time. I request the start date to be adjusted to reflect the actual date of activation. Additionally, I expect to receive a bill for $99.00 for a year of service; however, if the start date is not corrected as requested, I would appreciate it if the bill could be reduced to $89.00. I am looking forward to a prompt response from you via email. Thank you in advance for your attention to this matter. Sincerely, Kim K.

I submitted a cancellation request for my SiriusXM account. Please see the details below: Account Information: - SiriusXM Account Number: *******[redacted] - Cancellation Number: [redacted]-DHU-[redacted] - SiriusXM Username: tghubbell - Radio ID/ESN: 1MLD0ACR (Tacoma [redacted]) - Effective Date: 08/17/[redacted] Summary of Charges: - Previous Balance/Adjustments: $[redacted].63 - Subscription Credit: ($[redacted].37) - Total Charges: $2.26 Please note that the charges shown may have been prorated to match your billing cycle. Any further adjustments to your account post-cancellation will not be displayed here. An invoice will be sent to you shortly. Kindly be aware that an invoice administration fee of $2.00 per invoice applies, except where prohibited. Payment by check can be sent to: SiriusXM Radio, Inc. P.O. Box [redacted] Louisville, KY 40[redacted] I did not authorize the renewal of my subscription, and the remaining balance is not acceptable. The charge without my consent reflects poorly on the company's reputation. I contacted a representative prior to the expiry date on August 17th, and there should not be any outstanding balance. -T.H.

I deactivated my service after responding to an email promotion offering a free Amazon Echo Dot on August 10, [redacted]. Despite being assured that I would receive instructions within 5-6 days, I never got the email. After contacting customer service on August 29th, I spent nearly 48 minutes on the phone and was transferred eight times, to no avail. Each transfer was supposed to connect me with their specialized team for this promotion, which never happened. I was advised to contact Amazon with a promo code, but Amazon had no knowledge of the promotion. When I tried to follow up with Sirius XM, I encountered more frustrating transfers and misinformation. If the promised promotion isn't fulfilled, I will involve my attorney or turn to social media to address this ongoing issue. Sirius XM's unreliable service and misleading practices have led me to reconsider my continued relationship with them.

I inquired about the pricing for my service in my vehicle and adding it to my phone plan. I find that my friends pay less for the service, and I only use about five stations. When discussing the rates for both the car and phone services, I was quoted a higher price, especially when adding the phone to my existing annual plan. As an aging baby boomer, I'm not convinced it's a good deal. Would someone from your office reach out to me to discuss retaining my business, considering these pricing discrepancies?

When I called today to activate my car radio, I was promised three months of College Football channels by multiple representatives. Despite this assurance, the channels did not appear after the download. Even after contacting a supervisor, I was informed that all the previous agents had made mistakes and nothing could be done. This lack of accountability from several employees, including supervisor Arleen #724AGC in Jamaica, is disappointing. It's important for a company to take responsibility for their staff's errors to maintain customer satisfaction and gain new business. If employees are better trained, it can prevent negative feedback and attract more customers. I believe I should receive the plan including College Football at no extra cost due to the inconvenience caused by these mistakes. Email: [redacted]

Thank you for the numerous trial periods. As I have previously mentioned, my main interest lies in Real Jazz. Unfortunately, the reception of music with high frequencies like cymbals is poor, not only through my Volvo XM receiver but also in other vehicles. There has been ample criticism on internet forums regarding the sound quality and comments about the lack of high fidelity dating back to when the station was primarily focused on talk radio. If you enhance your sound signal to high definition in the future, kindly notify me. At that point, I will consider subscribing. In the meantime, I occasionally enjoy listening to Real Jazz through Dish Network, where the quality is much better. Thank you, Soren B.

I would like to request the immediate cancellation of my service and ask for the harassing phone calls to cease. I made a payment in July to bring my account up to date and have been trying to cancel the service since then. However, the company continues to call me repeatedly every day regarding a bill for a service I no longer use in a car that I no longer own. Despite explaining my situation, the representatives talk over me and solely focus on receiving the payment. They insist that payment must be made up to date before cancellation, yet they have failed to cancel the service as promised. Each month, the cycle repeats with new calls pressuring me to pay and cancel the service without actually following through. I am looking to have the service cancelled retroactively to my last payment and stop the harassing phone calls immediately.

I am incredibly frustrated that my account with SiriusXM was not cancelled months ago. I recently started receiving calls stating that my account is past due, even though I haven't used their service in months. While the agent attempted to assist me, I had to be transferred to cancellations as none of the deals offered were satisfactory considering the limited music genres available on the stations which I find to be too repetitive. I do not have the time to keep being transferred between agents. I am looking for a better deal for the value or I am prepared to cancel my account and have it cleared of the service I didn't realize I still had. Please contact me via email to discuss the options available in this situation, and to facilitate the cancellation and closure of my account if necessary.

I recently discovered that my bank account was overdrawn due to multiple charges from Sirius. I reached out to them and spoke with a representative who was not only hard of hearing but also rude. Despite my repeated requests to speak with a manager, she seemed reluctant and even threatened to charge me $50 for cancelling the service. After insisting on speaking to someone higher up, another manager named Iris was no better and displayed a nonchalant attitude. When I asked for the corporate number, I was told they only have addresses, which I found quite unusual. This experience has left me disappointed, and I would caution others against using Sirius if this is the level of customer service provided, especially when trying to cancel services. The lack of professionalism exhibited has made me reconsider ever being a customer again.

I have a lifetime subscription and my new car has XM radio. Today, I spoke with one of your representatives who charged me $[redacted] to upgrade my subscription for football channels [redacted] to [redacted]. However, after the upgrade, I still couldn't access the football channels. When I called back, the supervisor informed me that I would need to purchase the All Access package to get the football channels, which would mean losing my lifetime subscription. The supervisor said he couldn't refund the $[redacted] without canceling my lifetime subscription. I have been a loyal customer for 17 years with several vehicles. I would appreciate if you could upgrade me to the All Access package so I can listen to football games without any extra charges beyond the $[redacted] I already paid. Please let me know how you can assist me. Thank you, S.K.

I am disappointed in the representation from SiriusXM's representative and supervisor. I was informed about a 6-month promotion and was considering adding SiriusXM to my phone. However, I am upset because after the promotion ended, I was charged without receiving an invoice for the account or authorization to charge a debit card. When I contacted them to inquire about promotions, none were offered, and I was instead asked if I wanted to cancel my account. The interaction was accompanied by sarcasm, which left me feeling upset. Additionally, the supervisor seemed indifferent to my concerns about unauthorized charges and insisted on reciting fees for the next month. This experience has made me feel like the company does not value my business, despite my willingness to continue using their services.

I have been attempting to activate the service on my [redacted] Subaru Outback for the past three weeks. Despite multiple activations, the service remains inactive. I have contacted customer service several times without success. Recently, I was advised to have the software updated at the Subaru dealership. However, upon reaching out to the dealer, I was informed they currently do not have the necessary update and do not have information on its availability. I am planning a trip from Arizona to Florida at the beginning of November and had hoped to use the service during this journey to decide if I want to keep it permanently. I am seeking guidance on how to proceed with the software update to enable me to test the service.

I have been experiencing service and billing problems with Sirius XM since [redacted]. I have had difficulties getting their customer service staff to resolve issues, cancel services, and fix billing problems for Account #[redacted]70 despite numerous long phone calls. Many consumers have similarly complained online about Sirius XM's poor business practices and customer service. Therefore, I am also submitting a Consumer Complaint to the Arizona State Attorney General, Office of Consumer Complaints. I am requesting the following resolutions: 1. Cancel all non-complimentary services. 2. Stop all communication for billing and future services. 3. Close my account, remove any present or alleged past-due billing, and discontinue services since I am not using them. I have repeatedly asked for the termination of any paid services linked to my name and to stop all Sirius XM communication and billing immediately. I do not authorize any billing charges as I have not consented to these services. I have not provided my credit card information to Sirius XM and do not accept any future charges on any associated credit card.

I have consistently been receiving mail from Sirius/XM regarding various vehicles that do not belong to me. Despite my efforts to address this issue with your “Listener Care” team and their assurances of a call from a supervisor, I have yet to receive any follow-up. The discrepancy between the accurate billing system and the erroneous communication I am receiving is concerning. I am contemplating canceling my Sirius/XM service for my one vehicle to avoid any potential overcharges due to these ongoing mistakes. I urge you to rectify this situation and cease sending me irrelevant mail. Additionally, I believe that by directing these communications to the actual vehicle owners, Sirius could acquire new customers instead of alienating current ones like myself. Please reach out to me promptly to address this matter.

In January [redacted], I signed up for a 2-year promotional subscription to XM Select starting on 04/15/[redacted] and ending on 04/15/[redacted]. I had a credit balance of $[redacted].56, and my total bill was $[redacted].49, which I expected to be covered by my credit balance. However, my account was unexpectedly canceled due to a mistake by Listener Care, even though my Sirius subscription receipt clearly stated that I owed nothing at that time. I am requesting a resolution promptly by receiving the full 2-year promotional subscription that was initially promised to me. I have the receipt as proof of what was agreed upon, and I hope this issue can be addressed swiftly.