- Report: #960067
Complaint Review: Sirius - Internet
Reported By:
zoroloco -
, Texas, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Sirius
Internet, United States of America
Phone:
18885397474
Web:
www.siriusxm.com
Categories:
Business Rating:
(0)
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Sirius Sirius XM Satellite Radio Unauthorized Charge. No security confirmation. Poor customer service. Hangups, Runarounds, Internet
In 2009, I bought a 2009 BMW 335 and called Sirius to activate the radio. After about 6 months, I called Sirius and deactivated the radio and then sold the car.
In February 2012, I bought a different 2009 BMW 335 and called Sirius to activate its radio. I chose a good promotion of 6 months for around $30. I marked on my calendars and on my phone calendar to cancel just before the 6 months were up because I wanted to avoid the auto-renew charge. So a few days before the 6 months are up, I see a charge on my credit card from Sirius for $91. I called and they said it auto-renewed. I told them I was planning on calling them in a few days to cancel specifically to prevent this! They refunded me the amount and I was transferred to the cancellation department.
I told the lady at the cancellation dept that I wanted to cancel and she said that she would give me 2 free months and then it will renew on a month to month basis. I marked that date on my calendar and said okay.
So about a month goes by and I get a paper in the mail saying "renew your sirius subsription for 6 months for $30!" I called Sirius and they said that I was not eligible for the deal. I said I was holding a paper in front of me with the promotion, but they did not want to honor it. I said fine and told them I would most likely cancel after the 2 free months.
This is where it gets bad. A few days later, I see a charge on my credit card for $32 from Sirius. I call them and they said a radio was activated on my account. After talking to some supervisor, turns out that a person at a car dealership called Sirius and activated the radio on my old car I had 3 years ago. I was mad wanting to know how he was able to call sirius and activate without sirius confirming any sort of billing detail? Supervisor refunded the money and said he would investigate. (by the way, in order to get to the bottom of this, I spent many hours on the phone with a lot of hold time).
Now I get a call on my cell phone from an 888 number. I answer and it just hangs up. I call back and it is sirius. I get all excited because I thought it was the supervisor calling me back as he promised. After being on hold for 10 minutes a guy answers and he says sirius is calling me because they could not auto-charge my credit card (i cancelled it) and the 2 free months were up 2 days ago. I tell him I want to talk to a supervisor because I want an update on the unauthorized charge on my card. He says hold on and there is dead silence for 10 minutes and then he hangs up! I call back and this lady answers and I immediately ask for a supervisor. She says to hold and I wait 10 minutes listening to hold music and then all of a sudden the hold music changes.
A lady answers and it is not a supervisor. They had just put me back in the normal call queue again! I asked for a supervisor and waiting another 15 minutes and finally spoke to one. After explaining my situation for the 3rd time, she said she could not find any note in the system of the unauthorized charge. Turns out the past supervisor added the note on the account tied to the old car I don't have. I told them many times to tie my phone number to only one account and they never did it. She told me they are still investigating and she would also investigate why they hung up on me and why i was put back in the queue when i was told I was waiting for a supervisor. She cancelled my account for good and credited me the 2 days I past the auto renew.
I made her write a note in the system that my account balance was 0. So the next days I get another call from the 888 number. I answer and it hangs up. Today I get another call from the 888 number and i answer and it hangs up! I call back and the guy says that sirius is probably calling me to get me back as a customer. I say, "so they win over customers by calling and hanging up?" He did not know why it hung up and he confirmed my balance was 0. He put my number on a do not call list. I was very unhappy he could not explain why it was calling me.
In February 2012, I bought a different 2009 BMW 335 and called Sirius to activate its radio. I chose a good promotion of 6 months for around $30. I marked on my calendars and on my phone calendar to cancel just before the 6 months were up because I wanted to avoid the auto-renew charge. So a few days before the 6 months are up, I see a charge on my credit card from Sirius for $91. I called and they said it auto-renewed. I told them I was planning on calling them in a few days to cancel specifically to prevent this! They refunded me the amount and I was transferred to the cancellation department.
I told the lady at the cancellation dept that I wanted to cancel and she said that she would give me 2 free months and then it will renew on a month to month basis. I marked that date on my calendar and said okay.
So about a month goes by and I get a paper in the mail saying "renew your sirius subsription for 6 months for $30!" I called Sirius and they said that I was not eligible for the deal. I said I was holding a paper in front of me with the promotion, but they did not want to honor it. I said fine and told them I would most likely cancel after the 2 free months.
This is where it gets bad. A few days later, I see a charge on my credit card for $32 from Sirius. I call them and they said a radio was activated on my account. After talking to some supervisor, turns out that a person at a car dealership called Sirius and activated the radio on my old car I had 3 years ago. I was mad wanting to know how he was able to call sirius and activate without sirius confirming any sort of billing detail? Supervisor refunded the money and said he would investigate. (by the way, in order to get to the bottom of this, I spent many hours on the phone with a lot of hold time).
Now I get a call on my cell phone from an 888 number. I answer and it just hangs up. I call back and it is sirius. I get all excited because I thought it was the supervisor calling me back as he promised. After being on hold for 10 minutes a guy answers and he says sirius is calling me because they could not auto-charge my credit card (i cancelled it) and the 2 free months were up 2 days ago. I tell him I want to talk to a supervisor because I want an update on the unauthorized charge on my card. He says hold on and there is dead silence for 10 minutes and then he hangs up! I call back and this lady answers and I immediately ask for a supervisor. She says to hold and I wait 10 minutes listening to hold music and then all of a sudden the hold music changes.
A lady answers and it is not a supervisor. They had just put me back in the normal call queue again! I asked for a supervisor and waiting another 15 minutes and finally spoke to one. After explaining my situation for the 3rd time, she said she could not find any note in the system of the unauthorized charge. Turns out the past supervisor added the note on the account tied to the old car I don't have. I told them many times to tie my phone number to only one account and they never did it. She told me they are still investigating and she would also investigate why they hung up on me and why i was put back in the queue when i was told I was waiting for a supervisor. She cancelled my account for good and credited me the 2 days I past the auto renew.
I made her write a note in the system that my account balance was 0. So the next days I get another call from the 888 number. I answer and it hangs up. Today I get another call from the 888 number and i answer and it hangs up! I call back and the guy says that sirius is probably calling me to get me back as a customer. I say, "so they win over customers by calling and hanging up?" He did not know why it hung up and he confirmed my balance was 0. He put my number on a do not call list. I was very unhappy he could not explain why it was calling me.
1 Updates & Rebuttals
SIRIUS XM Customer Relations
USAWe apologize.
#2UPDATE Employee
Fri, October 26, 2012
Hi -
First off, we would like to apologize for your experience. We are happy to hear that your issue was resolve after several unfortunate phone calls. If you would like us to confirm any notes on your account, send us an email with your contact info to [email protected] and we'll be in touch.
Sincerely,
SiriusXM Digital Care Team
