Complaint Review: Sirius XM Radio

I sent this letter to XM Radio via Certified Mail on November 24, 2012

In a nut shell, I called Nov 2011 to cancel, he gave me 3 free months and said it would automatically shut off Feb 2012.  It did shout off in Feb 2012 but later discovered in November 2012 that I was billed for the three free months and the full year after that even without service (or the car since I sold it in June).   Refused to issue refund on phone so mailed this letter and still have not heard from them after 3 months. 

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I called November 2011 to cancel service due to financial hardship and asked for a refund on the automatic billing that hit my account in November. The agent I spoke with was so kind and gave me the refund and offered a discount for the following year, which I still declined due to the inability to afford any type of bill. He then apologized for my hardship and kindly offered a couple months free service for being a good customer. Feeling nervous to accept, I remember I specifically asked him if I would need to call back in February to shut off the service, because if so, I'd rather him shut it off now. I remember him confirming that there would be no need to call back, that this was complimentary and the radio will automatically be shut off in February, I accepted his offer thanking him for being so kind.

Come February (the day it was supposed to be canceled) I noticed my radio service was indeed shut off, I just had the commercial that advertised XM Radio, but no radio service. I thought "well they did it, it's over, it was nice having it". I carried on with my life.

I had my baby in January, lost my job in February (lay off while on maternity leave) and was relieved I made the decision to shut off my XM Radio service. Had the music still played, I would have been alerted that the service had NOT been shut off and I would have called in, but I genuinely felt assured that it was off.

In July of 2012, I sold my Toyota RAV4 (due to continuing financial hardship) I noticed on my November AMEX bill that I have still been billed for XM Radio Services. I have called in a few times (XM Radio- see your notes) and was told I DID need to call in and cancel.

I felt I did in November 2012, and it WAS cancelled. I was informed I needed to call in again (why?). I feel I didn't need to call in a second time when I was assured from the CS agent that the 2-3 months was complimentary and services would be shut off automatically at the end (which they were - radio no longer played the exact day he said it would be shut off).

I spoke with Supervisor Rebecca (ID#5905WH) and she says that the agents get trained and sometimes misinform customers. I asked her "You agree I was misinformed?" she said yes. So this tells me that even she agrees this is NOT My Fault! And I should not have to pay for it.

Agent Rebecca (ID#5905WH) kept telling me what policy was. That customers need to call in at the end of complimentary service and cancel. I was never given anything written nor was I told that this was policy in this situation. I had confirmed with the first agent that it would just be shut off. No other notice, written or verbal, was given.

Rebecca (ID#5905WH) Did say she could refund me $50 for the charges she saw that were wrong. But as for the whole rest of the year from February to November, I would need to write in to you and dispute these charges.

I am asking that you please refund me for what you billed from my credit card from February 2012 to November 2012. These charges were not authorized, I did not have Sirius XMRadio Services on my vehicle while I owned it, and I sold the vehicle to a buyer through Larry H Miller Toyota in July 2012.

I feel that these charges were not through fault of the customer (me) and that I am entitled to a full refund. I called and canceled services in November due to financial hardship that I knew would not change anytime soon . I was offered complimentary services until February 2012

I asked if I needed to call again in February because I knew my financial hardship would not be changing so seemed pointless to have it continue in February and would rather it be shut off now.

I was assured I did NOT need to call in February to cancel again. Services stopped in February Sold Car in July Noticed I had been billed from February-November 2012 (with no service) I have been doing research on your company and apparently I'm not the only one having billing issues. 

http://www.ripoffreport.com/siriusxm/miscellaneous-electronics/new-york-new-york-ffbb0.htm

I hope I don't need to add to these reports.

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It is now February 27, 2013 and I have not heard a response nor received a refund from XM Radio.