I was a happy customer of XM radio for nearly 5 years. At first I listened only to music stations, which sometimes changed and went away, but it didn’t upset me too much (except when Fungus changed into AC/DC Radio!). My husband liked Comedy, and I began listening to NPR more and music less. The only thing they did wrong was take 4 years of renewal communications to finally update my name and address correctly, and stop harassing my ex-boyfriend for payment.
Well when the merge between XM and Sirius Satellite radio went into effect things went downhill. First I noticed my radio would no longer load the station I had it tuned to when I would start my car. It would take up to a minute to acquire a signal, then change to Channel 1. This was a minor inconvenience. Then they changed the programming on the only channel I listen to these days, XMPR. No longer would I get a full hour of the Bob Edwards show on my way to work each day, but only a half-hour. I was unhappy about that, but wasn’t going to cancel.
Around renewal time I got a message that XM Radio online would no longer be free, but if I renewed before such-and-such date I could keep it free with my renewal. I thought this was lame, but decided to renew anyway, as I do enjoy listening online over the weekends. I signed up for a user name and password to access my account (although I already had a user name and password for XM online, it was a separate entity). When I logged in for the first time it said my account was currently undergoing maintenance and would be unavailable for the next 10 minutes. I assumed this was normal for new set-ups, and tried back later. Still unavailable. I tried the next day, still unavailable. And days later, still unavailable.
I attempted to call the 800 number so I wouldn’t miss my window for free XM online service, but when asked for the telephone number associated with my account, it did not recognize mine. I pressed “0″ for an agent and was placed on hold. The hold message said “We apologize for the delay. We are experiencing high call volume in response to our Best of Sirius Package.” Bullshit! You’re experiencing high call volume because people are unhappy! Anyways, I waited on hold for 30 minutes before hanging up. I sent an email to customer service saying I could not renew online because of the error and that nobody answered when I called after 30 minutes but that I want to renew and get the free XM online.
I received a response days later, after the deadline for renewing and receiving XM radio online for free, which stated I had missed the opportunity to get XM radio online for free, and to call the 800 number at any time. They did not acknowledge that my online account access was blocked, or that I deserved free XM online because I made numerous attempts to act before the deadline, or that nobody answered when I did call the 800 number!
This is when I decided not to renew. I had received a letter from XM stating that the credit card number they had on file for me was expired, and that I should update it if I’d like to renew. So I thought it would be safe to not update it. I assumed if they had no method of payment they would have no choice but to cut me off, which is what I wanted. My radio quit working a few days after my plan expiration date, so I unplugged it and proceeded with Podcats of the Bob Edwards show instead.
But I had made a poor assumption.
When I got my credit card statement a week or two later, there was a charge from XM radio on there. First I called XM. I waited on hold for 15 minutes, then hung up and called my credit card issuer to dispute the charge. It turns out that credit card companies will allow a company who you have done business with in the past make charges to your account using an expired credit card number. Hm. I explained that the charge was unauthorized and how I had tried to contact XM many times. They said that first I would need to obtain a cancellation number from XM and ask them to refund the charges, and then they would help me out. They patched me through to XM radio which took at least 15 minutes for someone to answer.
I spoke with a few people at XM before being transferred to Joann, who agreed to help and was courteous. She gave me a cancellation number and said I could expect the refund to show up in 3-4 business days. It’s now been 3 and a half weeks.
I have called XM many times and have been told either that the refund has been completed or that it’s pending, depending on who I speak with. One woman even tried to tell me the refund would not show up if I had closed my credit card account, implying I was the dumbass here and that the refund was complete. I questioned her questioning me, upon which she placed me on hold, figured out the charge was not refunded and apologized. Each agent I speak with cannot tell me why the refund hasn’t shown up yet because they do not know. I ask for someone who does know, and they can’t transfer me to anyone who knows more than them because there is nobody there that fits that description.
I now have to wait one more week before my credit card company sees it as unresolved and handles it for me. I asked not to be charged finance charges on the unauthorized charge, which they waived for the first month, but afterwards I will be responsible for.
Ugg. This has been terrible. XM radio has terrible customer service and I would not recommend doing business with them
