Then after successfully cancelling.... Sign-up for Sirius... =)
Signed
Happy Sirius Subscriber
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Good post, very interesting. Why would anyone pay for radio in the first place? From what I have heard, it isn't anything that you can't already get for free.
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According to the contract a subscriber can cancel by email, regular mail or telephone. Another way would be to access the account management online and remove the credit card information. They also say that if the account is not paid they will cancel service after a 'grace period', but they don't say how long that is.
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KenP: I, like Sparticus am a happy Sirius user.
I put 250 800 mile a week on my car, traveling my territory.
Having a radio that has a variety of stations to listen to that I am familiar with and have programmed, no matter where you are, helps the time go by.
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Sirius came free for 36 months with our new car. We like Sirius, once and awhile it will say lost signal but it's back within seconds most of the time.
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PassingBy - I would go online and remove the credit card information, if I could. As I said in my write-up, I can't get to that information. The page is "being updated" - apparently forever!
KenPopcorn - The lack of commercials makes paid radio worthwhile, for many people. Some of the channels play some great stuff. Some content is exclusive to XM. There are reasons. However, I am finding places online (Pandora, for example) with great variety, at no cost. I work at my Mac all day long, so online works for me. If I were a commuter, I'd have stayed with XM.
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Quick update: though I called to cancel yesterday, I am still receiving XM service. This leads me to think I haven't really been cancelled. Today I called (they work on Thanksgiving, I guess) (it's not a holiday overseas) and was reassured that the account was closed. The reason I'm still "receiving service" is due to a two-week free promotion. In two weeks, it will turn itself off, and I won't be charged a penny. Hmm. This is a cause for concern, since I just sold my Polk XM unit online. I would hate to be paying bills for service for some guy in Illinois, ya know?
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Maybe they can send an email stating the service has been canceled. Then at least you would have something in writing. Anything they say over the phone is worthless.
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I asked if they could send me an email or a letter confirming that the account was closed, but the rep said they didn't do that. Nothing in writing. Confirming a closed account is just standard business practice, but XM doesn't do it. I was able to get an invoice printed off the account management page, showing an account balance of -.39. They owe me thiry-nine cents. The invoice makes no mention of the account being closed, however.
This whole experience has been completely unexpected. I thought XM was a class outfit, until I tried to part company with them. Very surprising.
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Just purchased a new car it came with xm sat radio and from what I have read you can be sure I will either send a payment(6 months or wait for them to send a discounted plan)then pay by money order then if I decide to cancel call them and send a certified letter with a copy sent to the attorney generals office in my state and a copy to the federal trade commission and go from there.plus send a letter of dispute to the big 3 credit reporting agencies.remember be on top and cover your A _ _
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Happy XM subscriber here, the cancelation stories are horrible, but have no plans to cancel in the foreseeable future. I am in the market for home kit for my roady xt tho...anyone know of good deal?
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I had similar problems trying to cancel my XM service, so after going back and forth with them I finally told my credit card company that charges from XM were not authorized and to be declined. This took care of the problem for me.
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THIS IS EXACTLY WHAT HAPPENED TO ME.
MY LAWYER RECORDED THE ENTIRE PROCESS.
YOU DOCUMENTED IT VERY WELL.
SAME NUMBER OF HANG UPS, SAME DISCOUNT OFFERS AND SAME B.S.
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XM is not the only Sat. company that does this. Sirius does the same thing except it doesn't even have an online option to cancel. My wife was on the phone for over 2.5 hours with 5 different customer service reps before we got one from the cancellation dept. to actually cancel the account. While she was on the phone I had her cancel mine at the same time. We both had lease vehicles. So the try to talk her into a home unit. No thanks. Get away and get away fast The wife is writing the attorney general to complain about this deceitful practice. Hopefully people in the future will not have to put up with this B.S.
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We went through this same crap last weekend. Maybe this will help some others.
First, try to do the online stuff. After that works or doesn't work, though, send a CERTIFIED LETTER WITH RETURN RECEIPT - this is going to cost you $6.00+, and you'll end up sending two of them - that's still cheaper than spending hours on the phone for most people.
Send the letter to the following individuals (as of 10/06/2008):
Ms. Dara F. Altman, CEO
Sirius XM Radio Inc.
1221 Avenue of the Americas, 36th Floor
New York, New York 10020
RL&F Service Corp.
Registered Agent, Sirius XM Radio, Inc.
P.O. Box 551
Wilmington, DE 19801
Sending ... more >>
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Here's a way around the "10 minute" BS:
1. log in to your account and click "Radio(s) & Subscription"
2. you'll get the 10 min notice box, just hit ok
3. the link in your browser should be this:
https://xmro-secure.xmradio.com/listenercare/checkPermission.xm?forwardto=/listenercare/radioandsub.xm
4. change it to this instead:
https://xmro-secure.xmradio.com/listenercare/radioandsub.xm
That will get you past the box and into the acct management area. I dropped down to the $9.99/mo plan and hit submit. Unfortunately, it still didn't go through. I got another BS error instead: "Manage services operation was not processed." I ... more >>
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I called the 800# started hitting zero it went to a CSR I told them my radio was broke she transferd me and was on hold for a long time. Finnaly someone answered I told them the same thing they tried to sell me a new one I told her I was getting a new one for my birthday and would call back an reactivate my account NOT!!!
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This post is out of date. It is *almost* impossible to cancel your account. I've called the 800-XM-Radio number 4 times, each time getting a fast dial tone after being transferred around, sitting on hold, repeating my information and saying I want to cancel. I think the flag in the system is accurate - They make it impossible to cancel when they refuse to take your call by auto hanging up and won't accept email or letters.
So here I am on try #5...calling from a different phone number directly to a different supposedly "cancellation" phone # 800-998-7900 that the last person gave me before transferring me....HOLDING....FOREVER HOLDING.... ... more >>
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i called 1/3/09. had the service for about 4-5 years. havent listened in a bout a year but just kept forgetting about it and getting that "updat" bs on the net. i called pressed zero, gave that broken radio and birthday story (golden btw. thank you). and the guy cancelled it for me in a 4 minute phone call. now ill just have to monitor my credit card statement for the next month. im set to get billed in a week or 2.
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Unbelievably horrible customer service!
The same thing happened to me when I decided to cancel. The guy actually argued with me about cancelling. Then, after wasting all of my time on hold, etc. he hung up on me and I had to start all over.
This was only going to be temporary, until my business picked up again; but because of how badly I was treated today, they have lost me forever.
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Thank you for writing this and giving me the know how and courage to persevere!!!!!! I not only got my 29.99 back that I was calling about but got a total of 71.17 back from where I tried to cancel in November and they did all the tricks on me and after over an hour I finally got hung up on!!! WOO HOO!!
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very helpfull, try 1-800-998-7900,gets you a real person sooner. Yes,they try and try to make you change your mind. I told them i was going to sell the car and they wanted to know what new car i was buying, had to insist to CANCEL MY ACCOUNT. I was going to try to cancel on-line but this method, calling, was by far the only way to go. thanks
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I found another way after having the same scenario two full years later. We had two broken radios (well, both were burned in a fire) and wanted to cancel those two. Both calls were disconnected. I finally sent an email (a third) to customer support and used the magic words, "Attorney General" and ta da! They canceled within 24 hours!
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I've found that the simplest way to cancel any automatic withdrawl is to have the bank put a stop-payment on it. This works great for debit cards. I recently cancelled my xm radio using this method. Quick and easy. And no, xm will never have me as a customer again!!
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Its a shame you have to resort to stop payment to stop it. And doesn't that cost like 30 bucks to do?
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It doesn't end when you finally get them to cancel your account either! My call only took 38 minutes (30 of which were on a silent hold) and 25 "No, I just want to cancel my account!"s. At that point, my plan to reactivate my service in a few months was out the door, because I never wanted to go through that cancellation process again.
A couple of days later they sent me a survey, which I was happy to answer. I vociferiously complained about the cancellation process and stated that they had lost a possible returning customer in me. Whether that really accomplishes anything, I doubt it.
About a week after the cancellation, I started rece ... more >>
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Dara Altman
Chief Administrative Officer at Sirius XM Satellite Radio
You can call the Headquarters:
212-584-5100
Press 1 for the company directory then enter the first 3 letters of her last name.
Leave her a voicemail with your concerns.
Or
Send her a message on LinkedIn
http://www.linkedin.com/pub/dara-altman/11/440/732
If your in my situation it can't hurt anymore than it already has dealing with their "customer service"
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I tried cancelling my XM by phone at first. I was repeatedly put on hold for very long periods then I woujld hang up. Since there is no way of cancelling online I wrote 3 different emails with no response. I asked my credit card company to not pay anything with their name on it and they obliged. XM then started sending me autodial phone calls, and letters stating that I owed them money. They have now sent my account to a collection agency but I will not pay. They also had the audacity to ask me to re-subscibe! Scumbags!!
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I just attempted to cancel my 2nd radio. No way to do it online. When I called XM the first time, I was disconnected. I called back and the gentleman told me it was cancelled, but refused to send me any email confirmation that it was cancelled. So far, my 2nd radio is still showing up on my account.
How horrible is there customer service!
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Even if you don't sign up, you're still screwed if XM is pre-installed on a new car that you buy. Here's my story:
I received a 3-month free trial period for XM Satellite Radio in my new 2010 Toyota Prius. I never used the XM. At the end of the free period, XM telephoned my husband and gave him a hard sell.
They told him that we could have another month for free. I don't know why he agreed to another free month b/c I never used it (I'm the primary driver of the vehicle), but he did. After that free month was up, I got a $38 bill in the mail for the next month, so I called to complain.
XM's customer service department is absolute ... more >>
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would changing your credit card number work too?
or is this directly taken from your bank account?
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JoSo, I had a similar experience except that I never activated the service. Their heads practically exploded that I wouldn't want the 'free' trial, because I could always just call and cancel it at the end of six months. After the third or fourth call I had to ask them 'what part of I wouldn't take it even for free, do you not understand'? And by the way, why are you asking for my credit card for my 'free' trial?
I'm pretty sure I commute more than anyone else here, and I see no value in it.
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i love that phrase "what part of *whatever* don't you understand"
it's one of my fav military phrases =)
hey you can even use it for the reps!
"What part of cancel my account don't you understand?" =)
course they might hang up on you or something.
Oh... but if any of you live in NY state, you might want to know that in NY (not sure about other states) there's laws against giving employees a bonus for customer retention.
It was created in response to the AOL issues where reps would pull illegal stuff just to keep you in the sysem
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Here's one. I don't really listen to my radio but always forget to cancel the subscription. A couple months ago, I lost my debit card and got a new one with a different account number. Somehow, XM got a hold of my new card # and started billing my new card. How the bleep did they get my new card number? I certainly didn't give it to them. And I can't even access that part of my account to delete it. Seems illegal to me.
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did you ask the bank about it?
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Skinny, it's likely that your bank thought they were doing you a "favor" and linked the old card number on automatic billing accounts to the new card.
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i work for the cancel department at xm and its the shadiest place you will find, they hand out bonus for saving people so people will lie and say service is shut off when really it isnt and will disconnect calls in the middle of calls so they don't get deacts, i personally hate xm and will cancel most accounts if people get ahold of me, most people will not cancel your accounts though, if you need to cancel the direct number is 18009987900 dont go threw all that transfering stuff. save yourself just don't sign up for xm. they will probably track this and fire me but what the hell, I've personally seen people f*ck up everyones life and credi ... more >>
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Thank you to the XM employee...I called the 18009987900 ...was answered by a real person right away (Gina)...not put on hold and she cancelled my subscription. She said I should lose satellite within a couple of days and my credit card will be credited with the unused portion. It was very easy. All took about 3 minutes.
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I had three radios with XM. Called to cancel one of them when I sold the car that it was in. They ran me through the hurdles listed to try and prevent me from cancelling which made me so mad that I cancelled all three of them. I also submitted a complaint with the BBB, which you can do online, and I would suggest everyone do. The BBB will actually send them a letter and do a follow up letter with you to see if the problem was resolved. In this case, it's not so much a problem to be resolved but to let the BBB know what XM does. XM's response to the BBB was "The problem wouldn't have happened if we cancelled the service upon his first re ... more >>
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Here's another way to cancel without a problem: Tell them you are switching to a Sirius radio. Same company but different account and reps so they seem to cancel without problem.
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