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XM Radio

Customer Service Ratings and Comments

XM Radio is ranked #145 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 38.77 out of a possible 200. This score rates XM Radio customer service and customer support as Disappointing.

NEGATIVE Comments

471 Negative Comments out of 522 Total Comments is 90.23%.

POSITIVE Comments

51 Positive Comments out of 522 Total Comments is 9.77%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • i renewed my xm radio on 8/26 as of 9/2 i still do not have service. i call on a daily basic, wait 20 minutes or more for customer service representative and they apologize and tell me they will resend signal for radio to wait 10/20/30 minutes for service with no luck. the best one was a tech support person told me that i would have to wait 24-48 hours because of upgrades to system. the cost of xm radio was removed from my account 8/26 and still no service. again i will try to day and hope the person doesn't disconnect me like in the past. wish me luck...

    Anonymous 9/2/10 4:14AM

  • I have NEVER had as much trouble contacting a company as I have had with XM Radio. Lo-o-o-n-g telephone waits, impossible internet connections, hard to understand operators. What is this company's problem????

    Anonymous 9/1/10 12:02PM

  • Had service on a quarterly prepay service called to cancel 3 times finally cancelled now 2 months later received a collections call related to amounts never billed nor due XM is a bunch of thieves exporting jobs to third world countries that give you the run around and will not give you to a US representative to deal with the issue

    NYNice 9/1/10 11:39AM

  • Horrible company!!!! Unfortunately I purchased my hardware from this company. HUGE MISTAKE. They used the credit card info that I had given them to buy the radio and proceeded to automatically bill me monthly at a much higher rate. Then 3 months goes by and my radio stops working completely. I have to give them my credit card info again over the phone BEFORE they will send replacement. When I get the replacement, IT IS RECONDITIONED!!!! Someone else had one that didn't work, so they sent it back, XM then sends them to other suckers, like me. Warranty representative (supposedly supervisor) Nancy, said that the terms of my contract does stipulate that they can send out "reconditioned" if that is all that they have in the warehouse. I stated that I would wait for a new one to come to her warehouse. She said that would NEVER happen.
    They should not be able to get away with this CRAP!!!! I am mad as HELL!!!

    Anonymous 9/1/10 9:31AM

  • My experience with xm is horrible! The renewed my subscription without my permission 4 months after it expired and charged my credit card over $700. Removed all but $7. then sent it to collections without ever notifying us! Still battling. Company is NOT trustworthy!

    Anonymous 8/31/10 5:25PM

  • From the comments on this site, plus the complaints filed with the BBB, it is clear that folks whom have been cheated or who have not received refunds, etc., should cotact their State Attorney Generals' office to file a complaint. With the rising number of complaints, it will be difficult for State officials to ignore the problem.

    crystal-lk 8/31/10 3:47PM

  • Had two radios active. I traded in one vehicle for a new Buick. Consoilidating radios became a real chore. Finally, I was told that I no longer qualified for multiple radio discounts because my new Buick is considered an "OEM" radio, so they were going to raise my cost on one radio. I ended up canceling my service except for the three months free which comes with the Buick. So, instead of having a customer who would pay for two radios, they will (they say), send me $120 back and will loose all my business in three months. This is a terrible company!!! Makes buying a GM product painful!!

    crystal-lk 8/31/10 9:25AM

  • This company is awful. They are quick to take your money but slow to cancel the service.

    I guess they think they can get you to give up on cancellation by putting you on hold for hours.

    They are dirty liars and do not deserve any additional business.

    buddylee 8/30/10 5:50PM

  • SUBSCRIBERS BEWARE!!!! This company's customer service is the worst I have ever had to deal with. If your method of payment has changed, even if you have contacted them, they are calling CONSTANTLY (6 to 7 times a day). When you do talk to someone, you can only guess what they are saying because the call center apparently IS NOT in America. If my husband didn't want to continue service on his radio; I would tell them to get lost. I have discovered in the 3 yrs. that we have had this service, that instead of having 5 or 6 radio stations that play garbage you have hundreds of stations that play garbage. WORST MISTAKE WE EVER MADE BUYING THESE RADIOS & SERVICE!! SO NOT WORTH THE MONEY!!!

    Anonymous 8/30/10 3:23PM

  • XM radio has the absolute worst customer service. They accidentally disconnected my service and I have been waiting 4 days for services. I have called them 8 times. I was on hold so long that my car battery died while I was waiting. The government needs to step in and do a better job of regulating such terrible companies. Too bad they are merging with Sirius. This eliminiates competiton and makes matters that much worse.

    cj 8/30/10 8:39AM

  • Theworst service and tey should be ashamed for what they do. They do not understand that this service is a want to have not a need to have. I enjoyed XM when it was a stand alone company. I suggest we all start thinking about walking away from there service until things change.

    Anonymous 8/28/10 3:06PM

  • The worst customer service of any company. And after all the numerous calls still have same problems.

    Anonymous 8/27/10 7:13PM

  • Run don't walk away from this company. On 8/21/10 I went online to pay by bill. Authorized 97.98 payment. Co. removed 391.92 (97.98 X 4). Within minutes, I received an email that 391.92 was removed from my acct. I immediately called "customer I don't care" center. 22 phone calls, 9 hours, 6 days, I have received 195.96 - I am still due $97.98 plus $120.00 in overdraft charges incurred before I received any of my money back. Finally, on 8/25 I called the New York Office. After 5 phone calls, I received a call from a customer care rep, who told me that company policy is that they have 7-10 to process a refund and that under no circumstance will they pay overdraft charges. I asked to speak to a supervisor and was told outright "No". Once I get my refund (if ever) this customer of 5 years is cancelling and will blog to anyone who will listen NOT to do business with this company. They are crooks and they don't care who knows it.

    OC Bailey 8/27/10 6:09AM

  • If you're thinking of subscribing please don't! The worst customer service in the history of corporate disgrace! Let me tell you what happens if you phone customer service! NOTHING!! You can't cancel because
    you can't get through (at least after thirty minutes because I can't wait longer than that.)
    Let me repeat, the worst customer service EVER!

    bistrohead 8/27/10 5:46AM

  • Well, I just had my first experience with signing up for XM radio this week. A very negative experience for me. My first question was--how does a company treat potential customers or customers they way they do and still stay in business these days. I guess when the government lets the combine with the only other company that offers the service--why would they worry? If their the only game in town!!!! I started out trying sign on service as they advertise on line. After 6 times of trying I gave up. The next day I tried calling their 800 number to sign up. Not so easy!!! After being put on hold by a computer voice that seemed forever, I finally got someone on line from their---I could not understand the person as they said they were in the Philippines. I asked them to confirm the option that I could cancel at anytime if I wished. The voice on the other end said that is not their job and that I could only sign up with him and call them at another number afterwords to find out when I can cancel the service if I didn't like it. I tried several times more to get answer and finaly another new voice answered the call (after waiting on hold a long time) and they said I could cancel at anytime I like but, first I had to pay the first months fee and a sign up fee that amounted to another month service amount that is not refundable. Then I get charge on my card the next day for 4 times what a one months charge is. So, I had to call all over again and go through the waiting on line for a live person in their billing dept. After going through the storey again, the voice tells me that they charged me for 3 months plus the onetime charge. I specifically told them the day before I wanted the monthly service fee when they asked me if I wanted to pay ahead or monthly. I said monthly only. I asked why they charged me for months and the voice said she didn't know. I asked for a credit on my credit card. The person said it 10 days for the credit to come back to me. I told the person that this has been one of the worst experiences I've had in some time and I had a very poor opinion of their company and service. I don't think the person even cared at all by the tone of her voice. I dread going through this whole thing again if I do not like the service. My gut feeling is it will be like pulling teeth to get out of it. It's going to take action by the government like they did against the banks about making fees and charges illigal. Im not holding my breath because these companies contribute to the congress, etc. to get favors above the public's interest!!!

    RodG 8/25/10 8:15PM

  • The absolute worst outsourcing of customer phone service in history. Bought a new car and called to purchase after 3 month free trial. Was advised that my other 2 car radio subscriptions were on separate accounts and I would not qualify for multi-receiver discount. Had them consolidate all 3 into 1 account - this took 2 calls with 2 different reps and 1 hangup. The 2nd rep who actually consolidated gave me the discount rate on the new 3rd radio - but wants to bill me $247 for radio number 2 beacuse it was added as a consolidation - even though I have 22 months remaining from a prior pre-payment. I of course protested and was hung up on. Called back, now rep number 4 and after 20 minutes of getting nowhere asked to speak to a supervisor, was told one wasnt available, asked again and was put on hold for 10 minutes and then disconnected.
    Great customer attitude at this company - NOT

    Greg 8/25/10 1:07PM

  • I had a billing issue and was told by customer service that they could do nothing about it; so, I sent a letter to XM. I received a call from XM asking me if I would like to sign up again and I asked the rep about the letter. She told me that there was a letter received and a note was posted with it saying that the account was closed so no response was required.

    David 8/25/10 7:54AM

  • HELP ANYONE!!!!!!!!!!!!!!
    Now XM is telling me that they didn't know about the ACCIDENTAL $4890.00 payment!!!!! Now XM billing will make a resolution about the overpayment and I'll get a call from the billing department in 3 to 5 days.

    Rwillia 8/24/10 2:39PM

  • HELP!!!!!!!!THIS IS A TRUE STORY!!!!!!!!!!!
    I paid XM Radio $4899.00 Instead of $48.99 because I didn't place a decimal point in my payment!!!!!AND MY BANK ACTUALLY PAID IT!!!
    I've been told by XM that my money will be returned by check and I'll get it in 7 to 10 days. Didn't happen. Was told it was processed on August 12, then told it was processed on August 19. Then told that it would be 3 to 4 weeks for me to get the money back. Now I'm being told that XM's billing department will be contacting me in 3 to 5 days after they make a determination about the 4,800+ that they owe me. WHAT A NIGHTMARE. HOW CAN IT BE THIS HARD TO GIVE ME MY MONEY BACK!!!!!!!!!!!!!
    I ASK THOSE AT XM HOW WOULD YOU LIKE TO BE TREATED THIS WAY, HOW WOULD YOU GET BY WITH A $4800.00 + WITHDRAWL TAKEN OUT OF YOUR ACCOUNT. HOW COULD YOU PAY YOUR BILLS WITH A CHECKING ACCOUNT THAT IS IN THE RED.
    I ASK HOW COULD MY BANK EVER EVER EVER SEND A PAYMENT FOR $4899.00 TO A RADIO STATION SERVICE.
    CAN ANYBODY OUT THERE HELP ME?????????
    I NEED MY MONEY ...NOW... NOT IN 3 TO 4 WEEKS OR POSSIBLY LONGER. THEY GOT MY MONEY IN ONE DAY, CERTAINLY XM RADIO CAN GIVE IT BACK TO ME IN ONE DAY.

    HELP!!!!!!!!!!!!!!!!!1

    Rwillia 8/24/10 2:34PM

  • Unethical billing and cumbersome customer service. Obviously trying to stay alvie by overcharging for everything

    chris 8/24/10 11:56AM

  • I had apparently 5 radios that I was being billed and due to the fact that I don't check my credit card statement that often, (my mistake) when I did, I realized that i was paying alot of money for radios that were supposed to be in other peoples names. I called XM and it started off like some of the other stories but when I was contacted with Megan, I politely told her that I needed to cancel all 5 radios, she initially tried to encourage me to accept some free months etc, I know she was doing what she was told, "don't allow the customers to cancel without offering them to stay", but I calmy stated that I wanted to cancel all the radios and after she followed her protocol, she proceeded to cancel my radios. She was exemplary in her demeanor and should be commended...

    Someone who loved their XM 8/24/10 6:56AM

  • I have been overcharge for 3 months straight. Trying to resolve this issue by telephone has been fruitless. I am continually promised calls back and that my concern has been escalated, but I still get no follow up calls back and the issue remains unresolved. If feels like XM assumes you will give up and keep overpaying! I am now generating a complaint to my State Attorney General's office and hope they can intervene in these unsavory practices.

    pbk 8/24/10 6:03AM


  • IF YOU WANT TO TALK TO A LIVE PERSON
    CALL 1-877-967-4672 XM CORP WASHDC.
    OTHERWISE GOOD LUCK LOG IN PAGE WILL NOT
    PASS YOU THRU THE AUTHENTICATION SERVICE.. SAYS
    SYSTEM ERROR.... !!!!
    CALL CENTER FOR THE MOST PART ARE NOT IN CONUS.... YA KNOW WHAT THAT MEANS....

    RUDYBKK 8/24/10 5:52AM

  • I was a satisfied customer of XM Radio for over 3 years. When I bought my 2007 Hummer and my 2009 Solstice, along with putting an XM Radio antenna on my Harley, I was looking forward to enjoying more of XM Radio!

    However, in October of 2009, I was laid off of work. The first thing I did was call XM and OnStar to cancel service to save money until I was reemployed. Both were very gracious and offered me 3 months free and when I came back as a paying subscriber, a discount. Unfortunately, although OnStar stuck to their promise, XM did not. I found in January an automatic withdrawal from my checking account for XM service. I received no warning (no email, no mail) of this charge. It did result in an overdraft of my account due to my tight budget and still looking for work. I had anticipated the service starting the following month as I was told in October (which was paid for). I was given nothing but the run around by XM until finally I was promised a refund (after I cancelled service). I did not see the refund for 2 weeks although I was initially told it would only take 3 - 4 days (my card was a debit card). Later, in March, I started service on my radios again, yippee! I was so looking forward to it. However, again, XM screwed up the billing. They were suppose to immediately charge me for the radio service each month. Again, they charged me the charge they posted in January then, the following month, charged me for March and April, in one payment. I had thought the charge in March was for the month. I was wrong. I ended up cancelling my service again in April. But get this! I got a bill in the mail in June for service I receive in May (no service, my radios were not receiving XM)! I called as was told there was a mistake and it would be taken care of. I was also told I would receive no more notices! But, then in July, I received not one but two notices (different dates 3 days apart) for the same charge stating I owed for service. It took me several frustrating calls to the rudest customer service personnel I have ever spoken to (even asked for a supervisor but they were all in a meeting at 6 in the evening). Finally, I was given someone who stated he was a supervisor after my 8th call. He was able to see the conversation I had with the CSR in June where the charges were dismissed and told me he would make the appropriate changes and corrections. He also promised me that he would send me a written statement confirming dismissal of the charges (to date I haven't received anything - late August). Why the other CSRs were not able to see my conversation and the notes for my earlier call in June is not known or understood. Why I could not receive a written confirmation is not known. Why a company with a great service cannot provide good customer support and practices what I consider abusive billing and commits fraudulent business practices is also not understood. Maybe they need to drop DJs like Howard Stern and actually start helping their customers!

    ocenprise 8/23/10 9:47AM

  • omg...5 calls to pay a bill and still not done! if i hear "your call is important to us" one more time while on endless hold, i am going back to am and cassette in my lexus.

    fedup 8/23/10 9:13AM

  • I wish to add another negative complaint. I had a problem with my radio (I have three) all I needed was a new adaptor. i was told there was no adaptor replacement available so buy a new radio. The radio came without a home kit so bought a home kit didn't adapt sent it back bought another home kit worked with the original radio (had the right adaptor) so i wanted to return the new radio and because I purchased it 7/13 and the return was 8/20 it wasver 30 days no dice. I never had a signal sent to it. It is still in the original box etc. I aam so annoyed. I would never recomend this service to anyone.
    Denise in Denver Colorado

    Denise 8/23/10 8:40AM

  • I am willling to start a class action lawsuit against xm. It certainly seems that we could have enough people to do this.

    Anonymous 8/22/10 6:06PM

  • I paid my account for two years. I bought a new car and cancelled my xm account on May 29, 2010. I have never received a refund, and when I call, I get the runaround. 2 weeks, oh, I see your account is pending, I will expedite your refund. I have heard this so many times and I am so frustrated. I cancelled my account, why can't I just get my money back? I am owed $221.70. I have called so many times and each time I have to tell the same story. The latest was on 8/20 and I talked to Sebastian, who then connected me with Chris who then told me the same thing. Everyone gives me a new adjustment number and they say they will expedite it and they don't understand why I haven't received a refund. How hard can it be? Just credit my credit card. This has turned into ridiculous. I will never pay ahead for your service (or SIRIUS) because that is who I have to deal with now and I understand you merged. You need to take a lesson from Zappos! Your customer service is beyond ridiculous.

    yaknak 8/22/10 4:53PM

  • In May 2010, I turned in my lease that I had XM service in (radio id- 7CY7X0WM), I leased a new vehicle which included 3 months of free XM service (radio id- 0LN261RE). The car salesman advised me to call up XM and ask them to credit your account for the 3 months I had left because I have 3 free months with my new lease! I called up your call center and explained everything to the representative and he told me it was set, and I was paid up until August 21, 2010, I would be credited for the 3 months. On August 16, 2010, I was in the car and my XM service was turned off! I called up the service center again and spoke with a woman that apologized for the mistake and stated she would correct it immediately. She also stated that I was in fact paid up until the 21st, and she wasn't sure what had happened. She then closed out the old account combined it with the new one and said I wouldn't be billed till after the 3 month trial was over probably around the middle of November. I hung up the phone and thought I was all set! I get my mail this afternoon to find a bill from XM, I called up your customer service number today for the 3rd time to find out why I had received a bill for $37.00! I am on hold for 20 minutes before an actual person answered the call I explain the whole process to her and then ask her, why I am being billed? She is nothing but confused and clearly does not get it! She then asks me to hold for 10 minutes comes back and says well the reason your being billed is because you combined your old account with your new one, now I am confused! I state specifically that I mustn't be billed that I am owed 3 months of free service! She then puts me on hold again 5 minutes comes back and states that I am being billed because I chose mostly music package so that's what your paying for! Huh? I state that I am paid up until the 21st and that I would take a basic whatever package to have my free 3 months and she states again that I am paying for a specific package! I then say you obviously don't understand me and if I have to pay for something that I am supposed to be getting for free than you can just cancel my service! She says I will connect you to that department! I am on hold again now for 8 minutes! A customer service representative answers I did not get his name, at this point, I am clearly over XM radio! He asks me what he could do for me today and I state I would like to cancel my service. He then asks me for my account number which I misunderstood him due to your crackly phone system, I proceed to give him my telephone number and he snaps your account number, not your telephone number! I immediately apologize and say I don't have that in front of me at this moment, then asks me for my telephone number, which I was giving him in the first place! If you could get my account pulled up on your computer by my phone number why didn't he just take that in the first place instead of being a snot! He asks me for verification and my email address which I give him and then he proceeded to comment about my email address! None of his business clearly! So he asks me if he can offer me 3 months of free service if I choose a 5months for 88.00! What? I am owed 3 months in he first place! I answer you want to offer me 3 months for free if I buy something else? What about my 3 months XM owes me? He says, I am trying to help you and resolve this! How is me buying something else to get something free, that is already owed to me a resolution? I then say no, I would just like to cancel because the person I spoke to before you couldn't help me and is completely incompetent and shouldn't be working for XM in the first place, I've also been on hold for 45 minutes and I am just over it! Cancel my account! He then states I agree with you 100% you shouldn't have to deal with this but I am trying to resolve this, and then states three more times that I should get a package! At this point I am boiling over, so I state firmly just cancel the account! he finally says I will do that for u now. So I then ask what about the bill I have? He gets smart and says What about it? I'm like I have a bill in front me for $37.00, but I am owed 3 months free, so what do I do with this bill? He says I am trying to help you get the 3 free months and says, can you not raise your voice at me? I then say I'm not raising my voice, I speak loud I'm Italian! I say It is apparent to me that you are wasting my time and cannot help me either, so can you please put me on with your supervisor or someone who can help, since you can't! He says, can you not use that language with me or I will have to get my supervisor! I say well isn't that what I asked you for in the first place, so instead of opening your mouth again, put your supervisor on! He pauses and I say, What is your name? He doesn't respond so I ask again, What is your name? He just puts me on hold! I wait again nearly 10 minutes! Finally, a supervisor comes to the phone. I spoke to Tracy R. in your Iowa call center, she listens to the whole situation I ask her for the name of the Representative I spoke with before her, she says, Jeremiah! She states that my account was canceled and that she is sorry for all the aggravation. I then tell her about the $37.00 bill, she says she will remove all fees that I owe since I shouldn't have been charged in the first place! I thanked her and told her that she is the first person I spoke to that actually resolved the issue, and that I know why she holds a supervisors position at XM, and that the two people I spoke to before her should share the same work ethics as herself because her ethics are exemplary! Thank you Tracy R. for listening and resolving my issue. Unfortunately XM, due to the incompetent employees in your customer service department, I no longer wish to have any service provided from XM! Jeremiah instead of trying to sell me something, listen first and take some pointers from your supervisor!

    jennifer Esposito 8/21/10 2:25PM

  • Worst customer service ever!!!

    FrankT 8/20/10 4:11PM

  • I pressed the phone prompt for canceling my service and after being put on hold for 10 minutes the agent that I spoke to said that she could not process cancellations. I was then put on hold again for another 10 minutes. This agent shared with me that she could cancel my subscription but I would be charged a $75.00 cancellation fee even though I had been told that the $49.99 radio I had been sold from them was mis-represented that I could install it myself. She offered a credit that I could then use to take my car to Best Buy to have it installed. I shared with her that had I been told from the very beginning when I was first inquiring about the service but based upon their knowingly mis-respresenting the ease to install...I don't want to do business with them anymore.

    DallasJewels 8/20/10 11:20AM

  • Is anyone else getting this. Every day I have been getting 4 to 5 phone calls from XM. When I answer they hang up. I called them back after the 2nd phone call on 8/11/10 and they had no idea why they would be calling me since they did not leave a message. They looked up my account and showed that I was current on my billing and apologized and said that they would take me off the call list. The next day I received 4 more phone calls and the guy tells me I owe money which made no sense considering they have my credit card info on file and took money out of my account in May and Again in June. The guy tells me I owes $27.19. Well In April I bought a car and had 3 months of service free. The lady I spoke with the hook XM up in the car said that they owed me $27.19 and in order to get the refund I would have to write them. So after arguing with the guy he tells me he will write it off. So the following Monday XM starts calling me again. I talked to the guy and he doesn't know why they are calling me. Yesterday another call, the guy tells me I have 3 open accounts (why I don't know). So he closed the other two and apologizes and tells me that he will take me off the call list. Today another call. I call back and speak to a lady and she tells me I owe for an account back in 2005 for a roady XM. First of all I didn't own a roady in 2005 because my car had XM. I have had the service since 2004 and they have always had my credit information. They have also taken the service out of account every 3 months. I do not owe them a dime. I'm upset because every time I call I get a different story and no one can tell me why I keep getting calls. I feel this is harrassment!!!!! Today I asked the lady to get me her supervisor and after 28 minutes of being on hold they hung up on me!!! Talk about horrible service!! These guys are ridiculous and have no idea what they are doing!!!

    not worth it 8/19/10 3:39PM

  • Service SUCKS. All Internationals that cannot problem solve. I like XM Radio but must seriously consider getting rid of it due to poor service

    Annieshobby 8/19/10 2:34PM

  • XM has the worst customer care center I have ever encountered. They do not listen, are uncaring and inflexible and talk over you when trying to explain what the situation is. I have been charged double for only one receiver for three years and they say they will not refund anything as a radio they sent which I returned UPS three years ago was pre-activated and they have no record of me suspending a service, only that I called and could not receive stations. I returned the radio directly to XM. They are atrocious. I was on hold for half an hour and no better for anything. In fact I am left angry and feel totally ripped off.

    veronika 8/18/10 6:30PM

  • Are you kidding me? 45 minutes of listening to music cut in and out on hold to give same info to 2 different reps. no communication between staff.
    paid for service and got none. obvious problems with technical and customer service

    e2dude 8/18/10 11:57AM

  • This company is a disaster waiting to happen. No two employees (I've talked to 4 of them since July 27) gives you the same answer. All they can say is sorry. Beware of changing from credit card to paper bills...they never remove your credit card, then use it and try to get your money back! Almost impossible. Now I'm told my credit card should be reimbursed by August 27. That's after I was told by the others that it would only take 72 hours to refund. I bet the BBB and FCC will love hearing from me.
    Judy, PA

    ClassicJudy46 8/17/10 10:16AM

  • XM Radio Customer Service is the worst I have ever dealt with. Unfortunately I love the product otherwise I would just cancel. It has taken me 10 calls in the past week (avg time of 40 minutes) just to transfer service from one vehicle to another. The reps are clueless and there is an obvious language barrier. Totally frustrating.

    tj 8/16/10 3:06PM

  • This is the worst customer service I have experienced in my entire 42 years on this planet. I just purchased my xm radio and was very excited to get the new stations due to I travel alot for my job. I called to activate my service in reached India...I repeated my name and address over 20 times, also i kept getting put on hold for no reason. After 45 minutes I was asked what service I wanted to sign up with and requested the minimum $16 dollars a month package. Then put on hold another 15 minutes. Then was told my card would be charged $16 for the monthly fee and $35.00 for activation. The following day I looked at my account and was billed $85.00. What the hell!!!!!!!!!!!!!!!I then called the next day to speak to a supervisor and was put on hold for 45 minutes to I finally hung up. Presently I am back on the phone. However, been on hold now 30 minutes with no answer just stupid dentist office music playing. I am going to cancel my subscription just because of the customer service. Also, take this xm radio and run it over with my car 10 times!!!!!!!!!!!!!!!

    ajay 8/15/10 3:42PM

  • to all current and old subscribers-
    just to let everyone know a little more about xm, sirius and xm are both autorenewal companies they state that on every new call for activation, whether you are on cc or paper billing it will always automatically renew unless u call in to cancel, if u belive that they never read u the verbatim to which u agreed verbally to the contract u can have corporate pull up the call to see who is to blame.
    the number to call if u want to speak with an american is 1-800-998-7900 this number will take u directly to either the cancellations in iowa or in texas, they will know how to answer any ?s that u have unless their tech ?s.
    if ur trading in a car and the new one has a free 3 month trial on it if u swap it out for another radio that was on your account then u will lose ur free time, the computer does it, the only way to swap a radio without losing the trial period is to put the old radio on a hold until the trial is over on new car, then swap with no problem, they do charge a 15 dollar swap fee, if dont wanna pay it then complain they will take it off it is possible.
    always make sure that when u have more than one radio on ur account that u r paying the right prices on them, 14.93 for the first one and 9.96 for the next 4 on the account. not including whatever ur state and local taxes r they dont know them they dont live there.
    if u get a lifetime-
    the lifetimes r good to get only if u r planning on keeping that car for a really long time, u cannot tranfer the lifetime to another radio that is built in, u can tranfer it up to 3 times on portable radios but it will cost ya 75 dollars each time u do it, if u cancel the lifetime they r nonrefundable.
    im sooo tired of listening to u people complain about the service when u guys are the ones that dont read the terms and conditions, who puts their card on file somewhere and doesnt read the terms and conditions.
    also to cancel the service u will always get an american, u cannot write u want to cancel on the invoice and send it to them, knowone sees them invoices they go through the computer, also u cannot send an email and expect them to cancel it for u, u will always have to call in and speak to someone to cancel. DONT EVR TRUST THE CAR DEALERS TO CALL IN AND CANCEL FOR U, THEY ALMOST NEVER DO IT.
    and y is it that when people call xm they have to be rude to someone that they dont even know right when they get on the phone, these people have know idea who u r until they get u on the phone so dont take it on them ull just make it worse for urself cause theyll be the ones to help u. and dont get mad when they want u to verify ur information again, would u want some random person in ur account or what?
    people call their all the time and admit that they forgot about the renewal date and they pay the time that was used, they dont have a crystal ball they cant tell if ur using the radio they just send the signal so if u sell ur car call in and cancel it dont just assume that its gunna cancel cause thats not how it works.
    they have sooooo many subscribers that just absolutely love xm just to let everyone know that theirs more of them than u!!!!!

    Anonymous 8/14/10 6:02PM

  • A few months ago I started receiving notices (e-mail and snail mail) that my XM billing information was incorrect. You see, I was nearing the end of one of my 5-year contracts, and they were trying to renew me for another 5 years at almost $800! Without my consent! Fortunately, I had canceled the Amex card I had used when I had signed up for this service, and they didn't have my new account number.

    When I finally got a letter asking me to renew for this much, I called the cancellation number here. I spoke to a very nice American lady who basically apologized for the nagging and for the exorbitant price. She offered me a one-year subscription for about $100, but that was too much considering all the commercials they play on all but a select number of music stations.

    I then asked about the lifetime subscription, and was told that was over $500 and non-transferable - if I sold the car, or if the radio stopped working for any reason, the subscription could not be transferred to a new radio.

    So I said no thanks, and goodbye.

    Then I purchased a $125 iPod adapter, and for $50 got it installed at BestBuy. Better music all the time, no commercials, and no breaks in service when I'm on a tree-lined street, or if it's cloudy.

    For some reason, the XM radio is still working. They keep calling with an automated message telling me my XM service is "scheduled for termination" and to "call this number to ensure no service interruption". But they're not getting any more money from me.

    TanMan 8/13/10 5:48PM

  • I only wanted to purchase a radio. They signed me up for an account I never wanted, then charged me a cancellation fee. I have been trying for 3+ months to get it refunded. Each time I call I am told I will see the credit within 7-10 business days. But it never shows up.

    Anonymous 8/12/10 11:33AM

  • After 30 minutes the customer service line disconnectswith no one ever answering. I try early in the morning and late at night and it never works. I email my contact information and they never get back to me. I am going to try and contact my credit card company as they continue to bill me on a car I do not own.

    Mshafer 8/11/10 7:18PM

  • Poor knowledge and follow through.
    Am being billed double for state and local
    taxes. Representative could not compute
    this simple arithmetic over the phone,
    asked me to hold and never returned
    after waiting for 10 minutes!

    fg 8/10/10 6:04PM

  • Horrible service. I purchased a 3 year service plan in Feb 2009. I have had my radios cancelled and then charged twice for reactivation. Still dealing with problems. I had to call my credit card company and put a block on my card so they couldn't charge me anymore. When my subscription expires, I will never renew.

    Anonymous 8/10/10 2:09PM

  • THE WORST I HAVE EVER DEALT WITH AND...THEY ARE OUTSOURCED!

    christine 8/10/10 7:08AM

  • Worst customer service I have ever experienced.

    Their phone reps are utterly clueless. They do not even know the difference between a radio ID and a phone number.

    As an FAA Commercial Pilot and RYA Yachtmaster, I rely on accurate WX data to make good route planning and risk decisions. But when XM WX breaks because they f*ck with my fully-paid up service, I cannot get anyone with an IQ over 50 on the phone.

    I really wish there was an alternative so i could dump this dreadful service and not have to deal with their customer service. Maybe Garmin will buy them out?

    XM is Utter Rubbish 8/10/10 6:57AM

  • I have tried repeatly (3hrs on phone) to transfer from old vehicle to new, and keep getting dropped/cut off, etc...these asian people they have answering the phones are terrible! To make things worst, I am GM dealer....bet those 500 new cars a year I sell will not be encourage to business with them....they have the worst customer service I have ever seen!

    Anonymous 8/10/10 6:33AM

  • The absolutely worst customer service ever. They billed me for two years service. The bill appeared in my credit card statement. Then they start contacting me claiming they have never been paid and denying they ever charged my credit card. And then state that they are cutting off my service unless I renew.

    zud4 8/8/10 2:16PM

  • If you have not been able to get a refund from XM Radio, and have made an honest effort to do so, then do what I did. Call your credit card customer service and ask them to backcharge the account. They will ask for a brief history of the situation, and will then investigate. American Express got close to $800.00 back for me in three weeks. I had tried for three months!

    Anonymous 8/7/10 6:57PM

  • XM loves to use auto-dial machines to call to get you to come back as a customer.
    Report this to the FCC. Google FCC phone complaints. The Govt. actually does some good for once.

    dan 8/4/10 1:59PM

  • XM Radio charged by credit card for my ex-husbands account (he had no access to the number). After six weeks of trying to get the account credited, I was told they issued a check refund TO MY EX-HUSBAND AT HIS ADDRESS AND NOT TO ME. I was told nothing could be done about this that it was between me and him. And the morons at Chase Visa do nothing to protect me and remove this charge! ARGGGG!!!

    Anonymous 8/3/10 5:14PM

  • If there was any service in the World I would use it. To expect me to pay for ending my XM service after I have been in an accident that destroyed the care is a cruel joke.

    I'm going to see how long and hard I can complain about this (unethical) service.

    Why don't you have a supervisor contact me.

    Where are you located?

    bh

    Anonymous 8/3/10 3:23PM

  • This company has wasted my time and money. At least 20 phone calls later and they have not sent the refund promised or at least a revised bill with a zero balance. I have cancelled out of frustration (and that was almost impossible) in fear of ruining my credit and I will not buy a new vehicle unless the dealer promises that my info will not be made available to them. I owe them nothing and have records to prove it. This has been going on for months after I received a bill for service that was already paid. Lesson learned-never pay a year in advance and give out NO financial information!

    Anonymous 8/3/10 1:25PM

  • XM customer service is horrible, I've been trying to resolve both a product and pay issue for almost a week now, if they are not hanging up on you, you are waiting an exceedingly long time for the call to get answered. You can tell the service is based out of country, because they don't listen to your specific questions, etc... they follow an exact script, you hope you won't have to deviate from it. I ordered a home kit and will be returning it for several reasons, but mostly because of the horrible customer support received.

    DEE4LIFE 8/3/10 1:01PM

  • Ugh. I really like the XM radio product. But I made the mistake of buying a "lifetime subscription", which cost about the equivalent of 2 years worth of monthly subscriptions. Numerous billing problems ensued, including being billed for a separate 3-month plan which I never purchased, then being billed for canceling this nonexistent subscription, and then again for "switching" this subscription to my already-existing and fully functional lifetime subscription. Customer service sent me a form letter (with the wrong name) that didn't answer any of my questions. Not a single one.

    Anonymous 8/3/10 8:55AM

  • I wish I had a $1 for every minute I had to waste on numerous calls with these people. It\'s always a long long queue. My last go around I was dropped 3 times each time waiting 20 minutes to talk with anyone. My radio of just over one year went bad. My second one. I was finally transferred to someone to \"get an RMA\" number and then dropped again. I call back, explain that I need an RMA only to be told that I don\'t qualify for a replacement. I am then transferred to someone in sales. Yep, another 20 minutes wait. They offer to send me a remanufactured unit for $10. It arrives 2 weeks later, DEAD. I call in again, another 20 minutes. Finally get an RMA number, but they can\'t provide a replacement conformation number for a new unit. The lady on the phone can\'t ship out another precious $10 refurb until the other is received. Like what good would a code locked POS be good for? After years as a customer it\'s a bit insulting. I ask if I will be refunded for the month loss of service and the answer is no. Will I ever get a radio? If I do, I assume it will be another 20+ minutes to get it activated by someone with a suspicious Indian accent and a desire to drop any call that falls outside the script. Are other people sick of hearing hold recording telling you how important your call is? If you have a choice, forget Sirius XM. They have not clue why they are losing business. I wrote a letter to their online customer service department. You will not find and email or phone number to get past them. Strange, but two days later, no surprise I get a happy form letter telling me how much I am valued and not one promise to do squat.

    beageedog 8/2/10 5:46PM

  • Sirius XM is an endangered species. They have outsourced themselves into oblivion. The company has become a loose collection of entities that cannot function collectively and view the customer as a radio ID number instead of the person that keeps them afloat. I foresee Sirius XM ending their days as a provider of commercial elevator music. Invest wisely.

    RonLappreau 8/2/10 2:33PM

  • Very lousy customer service. Had customer service rep put me on hold when I called about unauthorized charges on our account and she never returned. My husband had to call and they had overcharged our account and turned on inactive accounts to charge us for it! Some sales rep is making false representations to keep business going and fail to back the claims she is making! We will see if our account is credited, if not then we will cancel this service! They have lost my trust, just by charging my credit card seperate unauthorized charges! They need better quality assurance to moniter their customer service department!

    cla 8/2/10 11:23AM

  • BEEN AN XM CUSTOMER SINCE 2004. LOVE THE XM RADIO CONTENT. HATE XM CUSTOMER NO-SERVICE.

    If you CALL activations 800-874-9844 XM answers right away. IF you CALL Customer Service 1-800-XMR-ADIO you ALWAYS wait a LONG time, because "We are currently experiencing high call volumn and appreciate your patience...".

    EACH AND EVERY TIME I renew a RADIO subscription, they mess up the billing and overcharge my credit card. This requires me to call and stay on TERMINAL HOLD for what seem like FOREVER. When I do get a CSR, they don't have a clue, always refer it to a SPECIALIST. Ends up the CS issue gets resolved, BUT only after 30-45 minutes of TERMINAL HOLD.

    Anonymous 8/1/10 4:58PM

  • I called XM Radio to swap a new phone for one that was failing. While on the phone with the Customer Service rep, she offered me an additional radio for a discounted delivered price of $19.99. I asked 4 times if any obligation came with that offer. She informed me that "I could give it as a gift, sell it, or keep it as a backup if my new radio failed like the first one did". Imagine my surprise when they not only charged me $30+ for the radio, they charged my credit card for a second subscription. Another call got me a promise of a credit to my card in 3 or 4 days. 17 days later, not so much as a nickel. Never ever give this company your credit card. It gives them the opportunity to steal from their customers.

    Anonymous 8/1/10 9:26AM

  • I have tried for 3 days to reach customer service to discontinue my service as we have sold our car.

    Anonymous 7/31/10 7:33AM

  • xm took my money in may, but won't send me a signal after 5 endless phone calls and two attempts to activate on line.

    Anonymous 7/30/10 3:58PM

  • What's going on with Sirus/XM Radio? Are they going out of business? Can't log into my account and any phone numbers you call are giving you a message the the phone number is not in service. Be carefull about buying a radio now because it may be a paper weight.

    firedude 7/29/10 9:13AM

  • Terrible customer service, and the traffic data is lousy.

    prw 7/28/10 6:49AM

  • I called to cancel on my last day of service on July 24th. The person assured me my service would be cancelled by midnight. It is still on, they have not refunded the money they removed from my account for this month. The ONLY thing they did was BLOCK MY ACCESS TO THE ONLINE ACCOUNT.
    They are a bunch of thieves. Preventing people from cancelling an account with no restrictions or contracts involved is thievery.
    I guess there is a reason they have an "F" rating with the better business bureau.

    John 7/27/10 8:20AM

  • I got billed almost six months after the fact of not receiving XM signal. I called them to inquire about their rates. For some dumb reason I gave the girl my cc number before she gave me the rates. After hearing there rates I decided against XM radio. I look at my bank account and there is a charge on it XM radio. Called them to tell them it was unauthorized and they tell me since I didn't call they didn't know to cancel. I told them they should have figured that out when I can canceled my old credit card. They said they were not clairvoyant. I told them apparently you were because you sent me a whole lot of promotions since I have not had service to come back. This is exactly why I canceled my subscription.

    Anonymous 7/27/10 7:09AM

  • Despite my asking to cancel my account months ago, XM Radio has re-billed my American Express account for another year. I am now on hold for another call. This in infuriating.

    extendedwings 7/26/10 6:28PM

  • Radios were added to my account and cc was charged without my authorization. Customer service people can't help. They say a manager needs to deal with the problem but, you are not allowed to speak to a manager. I've read post from other people with the same problem.

    Anonymous 7/26/10 4:02PM

  • Such a great product and such LOUSY customer service! Mel Karmazin should start lopping heads for whoever is responsible for this!

    Imigine HIM having to call customer service... he just mentions his name and it gets done. Wish he would try calling using an alias - he'd sure see then that his customer service is NO service! Heads would roll!

    Anonymous 7/26/10 12:21PM

  • XM radio will eventually push every single customer away. Just because the fine print in the customer agreement says that the subscriptions renew, this company thinks that they can charge your credit card ANY amount without notification, email reminder, or explanation of fees. Absolutely disgusting. When I called to ask WHY my debit card was charged some random amount with no explanation of renewal or which plan I was renewed for, the customer service rep said "we have like, a million subscribers. we can't really send an email to them all."
    ....nice.
    This radio is awesome, but not worth even 1% of the hassle that we paying customers have been through. Scam, scam, scam.
    And by the way, I'm still waiting for a refund that was supposed to be sent out July 2. Why do I have the sneaking suspicion it's never going to come?

    Anonymous 7/22/10 7:39PM

  • I paid, by check, for three years of service plus nine extra months. I am now getting billed on my credit card.for xmsatellite radio. After getting double talked by a service rep. I stiil didn't a answer as to why the extra charge. When I asked when my service would end the date given me was July 2013, thats not the 45 months I paid for. I don't have much faith in this company or their service reps.

    Anonymous 7/22/10 3:45PM

  • I had a multiple vehicle account and tried to cancel my the service several months ago on my daughter's vehicle. At the time they talked me into a special promotion to keep her on the account to which I agreed to. Today I called to cancel her car because we sold it. They wanted me to pay another $97.00 because her car was the primary vehicle for my account. It was never the primary vehicle and I have had several other vehicles during the years of my XM service and always had two vehicles on the account none of which were my daughters car until we added her as a third vehicle.

    What they did to me was what in the Long Distance phone service industry where they switched peoples carriers without telling them was referred to as Slamming.

    I intend to do a lot of complaining and make a formal one to the FCC. This is a perfect example of what happens to consumers when you have a Monopoly. They never should have allowed Sirius Radio and XM to merge because now we have no options.

    Badboy 7/21/10 8:39AM

  • I have now made two phone calls to XM Radio for a charge they placed on my credit card for $485.00 for renewal - when I called to tell them that I had not authorized this charge they said they would reverse the charge and bill me as I had been billed monthly. I have yet to see the credit. I traded the automobile today and called and spoke with Vicke in cancellation who indicated that they had sent me a letter indicating I need to call them to cancel service. I did not receive any such letter. When I pressed them on how they could they said they e-mail me the renewal notice. I never saw that either. THEY ARE RIDICULOUS. I HAVE XM in my new car but I'm not going to continue with their service I hope they go out of business.

    Anonymous 7/20/10 10:03AM

  • These folks are morons. I had three radios and when I bought a new car they put it on a new account instead of adding it as I asked them to do (more money). After about five calls I got that resolved but they ended up making it the primary radio which you have to pay more for......... hey wait a minute... I already paid more for a primary radio! Obviously changed it to get more money. At this point they owe me about $250 which they can't seem to refund even though they show it as a credit. I thought the cell phone companies were bad....

    Alex 7/20/10 9:08AM

  • Maybe the worst all time customer service representative. Bought a new truck in may, cancelled my other coverage on the truch i traded in. 2 months later was terminated from my 3 month trial period original call never changed my accounts. Idiots,

    cmps 7/19/10 11:06AM

  • we had a contract with xm and when it expired, we told them to cancel. they automatically renewed it and now they have sent the bill to a collection agency. is it not illegal to automatically renew a contract? anyway, after much ado, they will adjust the account that they say has been cancelled for non payment. this was a service that was cancelled numerous times, and it is very difficult to talk to someone who speaks english well enough to deal with. a supervisor is supposed to get back to us with final confirmation.

    unhappy 7/15/10 4:26PM

  • i too was taken! i cancelled my service in june and they took money in july. i was told by the 'customer service rep' all she had to do was give me back my refund in the computer. and it should take 7 - 10 days, i hope i do not have to go to the state attorney general about this service. will be calling the bbb

    deb 7/15/10 6:54AM

  • This company overcharged my credit card by 115.29 and was supposed to give the credit back to us. Instead they charged an additional 115.29 to our card for a total of 230.58. This seems to be a continuing problem from what I have read of the preceeding comments. I am very dissapointed and am considering pulling the plug on this entirely and getting a refund BY CHECK!!!


    Jessica Vigil 7/14/10 10:19AM

  • The customer service is awful. They billed me twice and keeps telling me lies that they will credit my account.

    WANDA 7/12/10 6:03AM

  • Unethical Billing and Hard to Cancel Service
    First called back in Dec. 2009 to cancel the radio. They said they will give me 3 Months free. I told them I really don’t want it, but they would give it to me any way.
    Called Back in Feb, called XM Radio (800) 967-2346 to cancel both radios.
    Thought the madder was done, but in April I had a $74.67 charge on my credit card. I Disputed that charge a credit was given back and then came back saying you only charged $17.00. Again thought the matter was done, but not,
    Received a bill in the mail on 6/24/10 Statement Date. Account summary for billing period 04/26/2010 – 06/24/2010 for $74.67. Keep on mind, I had canceled and could not even use the radio. No signal. Called back why am I still getting charge for service when I can’t use it or want the radio?
    On 06/30/10 called back about my bill. She said she would take care of it, and disregard that bill. There will be no charge and balance would be $0.00. If this madder wasn’t taken care of. I would have to call the District Attorney Office and report XM.
    Thinking this madder was taken care of. On 07/10/10 I received a letter dated July 6, 2010. From their collection agency. Past Due Balance for $74.67.
    6 Months latter and still dealing with this company in trying to get my account canceled.
    If there is a Civil Suit against XM Satellite Radio. Include me in on that deal.

    Keith 7/11/10 12:08PM

  • NIGHTMARE. I signed up for a lifetime subscription and was billed for the first payment on my credit card. XM was unable to process subsequent payments because the expiration date on the card changed. Eventually (how, I don't know) they processed the remaining payment without me knowing. I began getting phone calls saying that my service was going to be deactivated so I called. Even though I paid the full amount for the lifetime subscription, they said that the last payment was made the day after deactivation and nullified the subscription. After a lot of arguing, the rep told me that the situation was resolved and that I would be reactivated. As a precaution I called my card company and told them not to accept any more charges from XM. They said in order to do that they would have to reissue the card, which they did. Guess what, XM tried to bill me again and deactivated the radio again! I called again - same story. Happened again. Called again, happened again. Well, they got my new credit card ifo. and charged me again without authorization. Finally I called Chase. Turns out that if you have a subscription agreement they can keep charging you even when you change cards.! Long story short, they LIE LIE LIE. Chase is going to refund the money for "services not rendered". I'm selling the radio on Ebay. Good riddance.

    Anonymous 7/9/10 7:47PM

  • A nightmare! Charged me for a lifetime subscription then tried to re-bill me. keep telling me that the accounting problem has been resolved

    Anonymous 7/9/10 7:28PM

  • I accidently overpaid my account in the month of May instead of paying $30.00 I paid $430.00. I called minutes after I realized what I had done and was told that it would be back in my bank account by that Friday. That was May 3rd it is now July 9th, still no refund. XM owes me a total of $454.42 due to the fact that when I made the payment I already had a credit of 85.74. They have taken money from the credit for the three month subscription on May 19th. I have cancelled my subscription due to the wonderful customer service I have received over this refund. I have been told 7 - 10 business days about 7 times, hung up on, lied to and told that a check was issued when in fact there never was. You are told it is being processed but not where in the process that it is or how long it will take. You can not get the number for the department that it has been escalated to, to find out what the hold up is. These people don't know what they are doing all they can say is sorry and you will have to be patient. Well I think waiting over two months is being patient. It took them one day to take it out of my bank account. How long do they expect me to wait for the refund I am do? If you are thinking about getting XM I would think again because god forbid you should make a mistake in your payment you will not be getting your money back in a timely manner.

    sdetrie 7/9/10 1:06PM

  • I called your customer service and could only talk to a foreign person that I could not understand. When I asked for a supervisor, she couldn't (or wouldn't) find one. A five minute phone call turned into a 25 minute torture. How do you call that customer service?
    L.B. in Sugar Land, Texas

    R Brenner 7/8/10 2:45PM

  • I gave the XM to my husband as a gift as he is an over the road truck driver. As far as the radio, he loves it, but the customer service is ablsolutely horrible and I hate it!! When I signed up, they didn't offer me paper billing only the auto billing with my debit card. I lost my debit card and got a nasty letter to call and use another card. When I called to change my card number, the lady who spoke very little english, offered me the lifetime sevice and I refused, but 24 hours later my account was charged the first installment of the $575.50 and caused my account to overdraw! I immediately called and explained that I work at the bank where my account is and we are not allowed to have overdrafts. They promised a refund. Well, exactly one week later they take out another $469 and caused my account to overdraw again! Again, I called and explained I could lose my job, I couldn't pay my bills and I need my money back now! They promised a refund. Well, 14 days later I still DO NOT have my money! I call everyday and now they say it is pending and will be another 7 to 10 days before I get my money back!! This is not just an extra $20 bucks they owe me its $575.50!! I changed my monthly auto debit to paper billing ONLY because my husband loves his radio but this is BAD BAD BAD business. As a matter of fact, look at the Better Business Bureau reports they have nearly 2000 complaints on customer service and billing/refund issues!! Had I seen that they would have never gotten my card number!They are thieves and "m'am Iam sorry for that" does not cut it!!DO NOT give them your credit/debit card number or if you do cancel it and order another card with a new number! Pay by paper! I owed them $16.43 and they sent me a nasty gram, but they sure don't send the money when it belongs to you!!

    Anonymous 7/8/10 11:02AM

  • As with many others, I cancelled my account, but was told that I need to cancell on the exact day of experation. I just called my Visa card co. and asked them to no longer accept bills from XM. An easy solution. Thanks to Chase Visa.

    john 7/8/10 7:28AM

  • I have to agree with most everyone else, this service sucks. It was once OK I think, but they farmed out customer service to foreign countries and now its useless. Its impossible to speak to an American anymore. They once offered promotions on a regular basis, now all you get is someone who reads from a script. I cancelled my account and think most people who try to interact with customer service will do the same. Corporate greed at its finest.

    xmtr 7/7/10 11:06AM

  • I despise XM radio. I cancelled my service in April 2010. I had money taken out of my account on May 11. Once I saw this I called XM on May 12 to cancel again because there was no record of me calling in April. I have called 12 times and have still not received my refund. I am told something different every single time i call. I called today and this time was told it could take up to 2 months. I am beyond mad. I will never, ever have XM radio again and I advise noone else to ever get it as well.

    Anonymous 7/7/10 9:17AM

  • My XM receiver was stolen out of my car. I called the customer service number listed on this site. My call went through to a call center in Iowa and I immediately got a person on the phone without any wait time. She was extremely helpful and friendly. They are sending a new receiver for free and crediting the cost of the receiver plus the month of service that I lost due to the theft of the old one. Now all I will have to do is activate the new receiver once I get it. After reading all the horrible experiences on this site I am keeping my fingers crossed that the rest of my dealings with XM go okay.
    I did learn that I should NEVER get a life time subscription!

    vegnchick 7/7/10 6:42AM

  • Horrible service experience! I have never had an experience this bad with any service advisor, from any company. I have been working on this problem for six weeks, it has taken hours of my time. We reaced no solution. I will never do business with XM radio again!! Good luck to the rest of you.

    Anonymous 7/5/10 10:58AM

  • I paid for two years in March of 2009. My welcome letter said that the service came with online radio access. In June of 2009, my online radio access was shut off. When I called the company, they said I had signed up for a promotional three month rate and had then signed up for a yearly contract service. When I pointed out to them that I had prepaid for two years of service, that got me nowhere so I complained to the BBB. That got my service turned back on. This June I received a bill for service from June 2010 to June 2011 - when I've already paid through March of 2011. Tried customer service again and the customer service rep was no help and hung up on me when I asked to speak to supervisor. I'm going back to the BBB and complaining to the attorney general's office.

    tidbit 7/4/10 10:10AM

  • Oh my gosh! XM is a nightmare. I have pd for my lifetime membership. Why, is there customer service sooooooo bad? You can't speak to anyone because they put you on hold for so long hoping that you will hang up the phone. Well, yes I got tired and hung up the phone. They keep cutting off my connection.

    Norine........

    Norine6 7/3/10 7:23PM

  • I purchased a Checy Equinox a few months ago. Shortly there after I began getting emails, postal mail and phone calls from XM Radio pushing me to extend the free service that came with my new car. I explained several times I was not interested and asked to have my name removed from their call list. They never did and even started sending me unmarked letters selling their services. I guess they relize most people trash their letter without opening them because they know it's just more solitation. This has been going on for 2 more then months now even though each person that calls me says they have removed me from their calling list.

    My recomendation is when purchasing a new car REFUSE TO SIGN ANYTHING REGARDING THE XM RADIO IN YOUR NEW CAR. OTHERWISE XM RADIO WILL NEVER LEAVE YOU ALONE..........i THINK THEY WILL BE CALLING ME IN MY GRAVE!!

    FED-UP 7/2/10 1:32PM

  • I have the same sad story as many, many others. I tried to renew my expired subscription by signing up for a lifetime plan. I paid the first of five installments by debit/credit card, but later found that they made two charges on my card. The second charge was for the gap in service between the end of my old plan and the beginning of my lifetime subscription. Of course they never mentioned that second charge and I would have never authorized it, so after making eight calls to customer service over a two month time frame (and each call with long hold times, sometimes being hung up on, and dealing with overseas representatives with limited understanding and patience of what I was explaining), I finally had to dispute the second charge with my bank and fortunately won the dispute. What's worse, for the first charge, they invoiced me for a larger amount than what they had promised over the phone. So I finally had to dispute that charge (for my XM lifetime plan) too! I wasn't going to continue to make payments on an incorrect invoice. And so my bank refunded 100% of that one too. By the way I do recommend Huntington Bank for their customer service.

    So while I love the XM Radio service and was absolutely fine paying $492 for a lifetime plan, I was forced to cancel entirely and now I have paid them nothing, so they lost an easy $492 and lost a formerly happy customer. This is all because they couldn't send an accurate invoice. Like others, I continued to get invoice after invoice (at least 10 of them), all incorrect, all with another $2 invoice fee tacked on, some with a $5 late fee, and all with seemingly random amounts that I supposedly owed them. No new invoice ever seemed to relate to the prior one. None of their invoices explain what payments were made by the customer, what the payments apply to, or what the remaining balance is on the account!

    I should add that each time I called customer service, I had to explain the entire situation again from the beginning. And as I said, it was usually quite difficult to help the overseas reps understand what I was explaining. The worst part was that every time, the rep would promise me that a supervisor or account specialist would call me back after my invoice was fixed. Even after all my discussions with them, I never received any of the return calls that was promised! I would simply receive a new invoice in the mail a week or two later, and of course each invoice was still incorrect and impossible to decipher. I even told them during my last two calls that I was going to have no other choice but to dispute the charges if they didn't resolve the problem and call me back, so they would be losing money and my business. But that didn't result in a return phone call or any resolution.

    Since I never received or signed any contract stating what I had agreed to or what they would provide, I'm sure I am under no legal obligation to pay them anything. I have just lost many, many hours of my time and now they've turned my account over to a collection agency, who is harrassing me and even called me at work yesterday. I tried to explain to the woman why the charges are not correct and that they are no longer valid, but she told me that my explanation was taking too long! She was so rude that I had no choice but to hang up on her after stating that I wasn't going to pay anything.

    This has dragged on for more than six months now. It has been an incredible waste of time.

    This has been a terrible experience. Unfortunately based on so many complaints, it seems to me like this company is going to fail even though they do have a good product that consumers are willing to pay for! This looks like a prime example of a company trying to save money on customer service and having it backfire on them big time.

    Eric 7/1/10 7:50AM

  • The worst customer service of any company I've ever dealt with in my life. I signed up for the service a month ago and have yet to receive a signal after five or six phone calls and several hours worth of hold time (not an exaggeration). I'm on hold again as I write this, (after a good half hour) trying to cancel the service and get a refund for the money they billed on my credit card. But I think I just got another hang-up, since for the last 5 minutes I haven't been hearing their crappy elevator music. Guess I shouldn't complain about the music though - it's the only music I've heard since I signed up.

    Avoid these asses like the plague.

    Mick 6/30/10 6:44PM

  • I have had so many issues with XM radio! the idea is great, but the service sucks! My card has been charged multiple times at ridiculous rates, and they have lied about the specials. I experienced horrible customer service and wasted so much time. I would rather listen to commercials!

    Anonymous 6/30/10 3:12PM

  • XM radio customer service is the worst I have experienced since the days when Sprint totally sucked. I am cancelling my subsription because there is NO WAY to freakin resolve my technical problem.

    XM SUX! XM SUX! XM SUX!!!!

    jgdean 6/28/10 4:36PM

  • Worst customer "service" of any comapny I've ever dealt with, including the DMV. 3 phone calls totalling 90 minutes and still no resolution. Whatever savings the management thinks they're achieving by having the call center in the Phillipines has got to be offset more than ten times in the cost of lost customers. Are these people even paying attention. Great idea in satellite radio poorly executed by the buffons running the company. Find someone who can handle problems, speak english and follow through to ensure the problem is solved. It really isn't that hard.

    dedools 6/28/10 12:06PM

  • We had 3 xm radio subscriptions. WATCH THEM. I found out that I was not given the price break I was promised resulting in overcharge of hundreds of dollars. They only gave me a 5 DOLLAR credit!

    I attempted to cancel and did, finally, all THREE radios. I do miss XM radio but I will not, repeat, will NOT be held hostage. They charged my bank account without my permission. I used a card that expired and they must have kept trying to use different month and year combinations til they found the right combination and charged us again! Sure that is illegal but whose listening>

    BY the time you find this site, it is because you are probably feeling the same pain all of us are feeling. If you are thinking of subscribing, DO NOT DO IT. Your life will never be the same.

    bob from wisconsin 6/27/10 12:03PM

  • absolutely the worst customer service I have ever encountered. Already have put 4 calls in and was put on hold for 20+ minutes each. I was hung up on 2 times after holding 20+ minutes. My problem is still not resolved and I'm on hold AGAIN for "technical support". BTW, I told the last agent that I didn't want to be put on hold again for technical support and she said she wouldn't do that and SHE DID! I'm just in the regular queue again and it's been over 15 minutes AGAIN. THE WORST. I can't even express my frustration!!!!!!!!!!!

    f9busflyer 6/27/10 11:55AM

  • The company sucks !!!! What poor customer service. What a bunch of scam artists.

    Pissedoff 6/25/10 9:24PM

  • We bought a 09 Matrix in August 2008. We got 3 month trial of XM Satellite. We liked it so we continued the service after the trial period and even added the everything package at a price of $55.00 every three months. In March, my wife bought a 2010 Prius with a three month trial period. This is when the nightmare began. Shortly after the purchase of my wife's car, the radio/bluetooth device stopped working in my Matrix and so I took the vehicle to the dealership and the radio was replaced. The dealership failed to reactivate the XM satellite and I spent the next two hours simply trying to switch one radio ID to another. XM switched my service with my wife's which was just basic and after two hours on the phone finally got it straightened out. Just my luck, the radio in my Matrix goes out and again a week ago, and again, the radio needs to be replaced. I braced myself for the worst, but I wasn't prepared for the nightmare that faced me. I spent another two hours trying to explain that my wife's car stays with trial and I'm simply replacing one radio with another. After being told that my account was closed and that I had to open a new account and that my wife's trial would be canceled, I knew there had to be a reason for all of this. Sure enough, I found out that the customer service people operate out of the Philippines. They may speak English, but don't have a good command of the English language, at least in my case. I couldn't even speak to a supervisor from my own country. What a joke! To make a long story short, I'm still waiting for the service I've been paying for for 8 months to be activated. I'm going to cancel. I surrender. Time to utilize the I-pod.

    socalgem 6/25/10 7:04PM

  • I was to receive XM for 6 months with my new auto purchase. At the end of the 6 months I tried to cancel. Then began the nightmare, after repeated calls, being consistently put on hold and disconnected I THOUGHT I had cancelled. SURPRISE, I received a notice my credit card (that I was assured was not on file) that I was being charged for the service. I went through the same nightmare of calls but eventually the account was cancelled. A couple of months later I received a promotion letter. I decided to try again and made the VERY BAD DECISION to think this company was honest and trustworthy. I was given the price of renewal which I PAID IN FULL according to the representative but am now receiving bill notices. Once again I'm on the phone nightmare track. The problem is not yet resolved and I think I will need legal assistance to fix this.

    XM crazed 6/25/10 4:43PM

  • I used XM for two years. This year the price increased a lot, so I did not renew the service, however they still charged me for three month services. I called for cancelling service vand refund. They promised me for refund. Every time I called I was told that refund will be given today. I have called them more than 10 times in the past two months. I have not received my refund. Even today I was told that refund will be give today. In addition, they hung up my call many times. Do not use XM.

    Anonymous 6/25/10 12:42PM

  • Last year i cancelled a radio that i didnt use and a couple days prior i made a payment which made my account in the black by a little less than a dollar. The day after i canceled the radio they charged my debit card 9.83 which caused my account to be overdrawn. I called my bank (USAA a great bank) and they said that XM used a transaction code from a previous transaction to deduct money from my account. They said that companies like them and Direct TV will sometime do this when a customer cancels a service and the system thinks that the customer is bailing on them leaving a balance due. Yesterday XM disconnected me and the site says that i owe 53 dollars and a payment for 25 dollars which cleared my bank on June 3 has obviously not been credited. I refuse to talk to a overseas operator because they cant understand english and they read crap from a script and almost act robotic. Ive been a customer for over 6 years and im thinking of just saying F Xm

    Anonymous 6/25/10 6:43AM

  • We have dcided not to renew our service after five years. SM billied us for two months of service beyond the end date. Never signed a contract agreeing to automatic service extension and therefore did not call at the end of service date. After two calls, we have been told to pay. Advice to anyone purchasing SiriusXM in any form you had better be careful in understanding these unethical tactics. The Floirda Attorney General is already investigating this company.

    Anonymous 6/25/10 4:57AM

  • Emailed to inquire about not being able to listen to XM on line any more. Told that is a premium service and would cost extra. Wrote back that I wasn't interested in paying to be able to listen online. Received an email saying XM would give me the service as a complimentary gesture. I thanked them for doing that. Got my credit card statement...XM billed me for the service. I emailed XM to complain and told them to credit my card for the charge. Received an email saying I would need to call Customer Care number...placed on hold for ever. Hung up and emailed XM again. This began a litany of emails between XM and myself. Every time I get a response from XM, it's signed by a different person. The last email I received, I was told their records showed I requested they sign me up for the online service!! I've asked to deal with someone in a supervisory position...no response. I am filing a dispute of the charge with my credit card company and am contacting my attorney. Now that I have read the other comments on this site, I wonder how XM Radio is even still in business. I had NO idea their customer service record was so pathetic. I will not stop until I get the charge credited back to me. It's not the money...it's the principle. XM Radio is, evidently, in the business of scamming its customers.

    Anonymous 6/24/10 10:18PM

  • I have been an XM subscriber for over two years. My husband and I have had the XM radio in each of our cars. Recently we purchased a 2011 Honda Pilot with a 3 month trial subscription to XM. Yesterday I contacted your customer service dept. to transfer my existing subscription from my old car to the new Honda Pilot. The first agent I spoke with I could barely understand her English. She was also very rude to me during the call and not very helpful. I waited on hold over 20 minutes to speak with a representative and then after speaking with this agent she hung up on me. I called back again and waited another 20 plus minutes on hold to speak with an agent. This agent clearly was distracted and not interested in helping me. I explained that I needed to transfer my subscription to the new car. He instead added the new radio id to my account creating a third radio and not canceling the old one. I called yet again and waited another 20 plus minutes for assistance. This agent removed the wrong radio from my account after I clearly explained which radio id needed to be removed and that I simply needed to transfer my subscription. She then argued with me regarding what type of car I had. I drive a 2006 Subaru Imprezza and gave her the correct Id for that car. She continued to argue with me and was very rude. I asked to speak with a supervisor and was put on hold for over 40 minutes. She then came back on the line and let me know the supervisor was busy and then hung up on me. I called back again and waited on hold for 17 minutes at which time I then received a message that the customer service dept was closed.
    Today I called back and had to wait 15 minutes prior to speaking with an agent. She seemed to have my situation resolved until I went to drive my car and found my radio was deactivated. Again I had to call back and wait another 15 minutes or so to have my radio reactivated.
    I am disappointed in your service. My experience with your call center agents is very dissatisfactory. I work in the customer service industry. If I treated any of my company’s customers the way I was treated I would be fired. Further more your choice to employ outsourced call center agents is a poor decision. The language barrier is very inconvenient to customer like me trying to just have simple issues resolved. I counted being hung up on at least 4 times while trying to resolve my issue.
    I have been a good customer and have pre paid my services for the year. Because of how poorly your agents have treated me I am choosing at the end of my subscription to cancel my services. If your company does not respect its customer base then I will not do business with you. I have enjoyed listening to your service but this was very frustrating. I do have a choice on where to spend my entertainment money. Since your company does not appreciate me, I will take my business else where. You may have a monopoly on satellite radio but I do have a choice.

    Anonymous 6/24/10 2:25PM

  • I am another disgusted XM subscriber. We just purchased a 2011 Honda Pilot with XM ready radio. I already have two active radio's with XM. What I thought would be an easy feat to transfer my subscription from my old car to my new car has been a nightmare. I have spent over 6 hours on the phone with the most rude obnoxious customer support agents I have ever spoken with. I have made 5 calls and am hold with my sixth. My issue is still not resolved. I have been hung up on 4 times. I have decided when my subscription is over than so am I. I refuse to do business with a company that dumps on their customers and does not appreciate them. For the price of a very nice IPOD I can replace XM and not deal with this. If mo

    Chiownr 6/24/10 8:46AM

  • i hope someone else comes up with a satellite radio service. I would switch in a heartbeat. My XM has been turned off repeatably. When I call - after answering the same questions over & over......they say they have no idea why it was turned off...I have a credit in my account. HEY - send me my $$ & give me my service...Please!

    Anonymous 6/24/10 8:15AM

  • Me too! Have been cut off 4 times after 2 1/2 hr of wasting time and giving out my address and account number only to be hung up on. Still not the sevice wanted but still getting charged for it. They need to get their heads out of their butt!

    Anonymous 6/24/10 7:01AM

  • Your service sucks. I got hung up on last night after being on hold 45 minutes and now I try to chat and a vendor site comes up to charge me. You suck

    Anonymous 6/24/10 6:44AM

  • lousy customer service...no response after 31 minutes...and counting...on hold

    Anonymous 6/23/10 5:08PM

  • no service reps answering the phones in the Phillipines tonight...been on hold for 26 minutes and counting...

    Is XM going bankrupt this month or next month?

    Anonymous 6/23/10 4:59PM

  • The long list of complaints on this website just confirms to me the incompetence of the Company known as XM Radio. It is unbelievable that we are all putting up with this aggrevation, wasting countless hours on the telephone trying to get problems resolved from the very people we are paying our good money to.

    Must be a better way 6/23/10 9:39AM

  • Have you noticed how poorly you are doing in customer rating? Do you care? First, I pay for your services so that I can listen to all music without any talking. Instead, I get obnoxious DJ's talking through songs and constant advertising--for yourselves! If I am listening to XM Radio it is because I subscribe to XM Radio so why do I have to listen to advertisements for XM Radio? If you want to improve your customer rating, advertising won't do it. A suggestion--all music for your music stations, save talking for your talk stations.
    Another suggestion, you might suspend the daily harrassing calls telling me I need to renew. I received your bill, I sent in my payment, and still I get this taped messages. STOP! This more than anything has me considering cancelling my service.

    Anonymous 6/23/10 9:37AM

  • All of this could have been prevented with a simple email. I have been a subscriber of XM for almost 5 years. Last year I signed up with a promotion where I prepaid for a certain rate and then it would renew at a set date. I expected that I would receive an email saying "your CC would be charged $x.xx on this date". Instead, no notification, and a real cramp on my pocketbook. I called customer service today and spoke with a rep named Sara. I told her my situation and she immediately went on the defensive and basically made out like it was my fault that I didn't get a notification and said that I wouldn't get an email because I didn't upgrade to the 12 month option. I said fine, whatever cancel my account, $21.75 a month for radio service is ridiculous, I could spend that much money downloading all the songs I want to hear and take them anywhere I want to. I asked her to credit my account, she condesecdingly said "you're not going to get all your money back anyway..." by that point, I was done with her. I asked for her supervisor. After waiting 10 minutes, I spoke with her "supervisor" and she basically gave me the same run-around and asked me if I wanted to do another prepayment plan for MORE money and that she "couldn't" give me all of my money back either. As she was "trying to calculate how much the refund would be", she kept saying that her system was updating-she couldn't give me an exact amount, etc, I know she could tell that I was growing more frustrated and she did nothing to resolve the problem, nothing as a courtesy, no empathy, just continued with the attitude that this was all my fault. If the rep I spoke with 6 months ago would have told me "hey, on this date we're going to charge you this much for the renewal" this wouldn't be happening! I told her that and she said "we're all supposed to say that on all calls" well guess what? She DIDN'T!! I know it seems minor-$22-but that's a lot when it's grocery money. I have never been talked to this way, I have been in a customer service call center for 5 years and if anyone dared talk to one of our customers that way they would be out the door. You may not think that one customer is much compared to how many you have now, but if all of the consumer complaints about you guys are true, there are more people out there that are just as dissatisfied as me. If I do not receive my full refund I will dispute this with my credit card company for unauthorized charges. I'm still in awe of the awful customer service I received today, and I'm pretty sure this time and typing will be all for nothing, especially if their email support team is as awful as the phone reps are.

    reneenee84 6/22/10 5:06PM

  • These clowns are the absolute worst when it comes to customer satisfaction. It too in excess of 30 minutes to reach someone (in Lord knows where) and addressed my issues. This clown placed me on hold (a ruse) and when she came back told me that her supervisor would not consider assisting with the problem. Furthermore, this clown in particular transferred me to another number whereas someone allowed me to wait 20 minutes before they hung up the phone. I will ask everyone that I know who uses this service to cancel current subscription. I hope this company goes right into the toilet.

    Don't do it. 6/21/10 7:18PM

  • horrible customer service and the fees keep adding up. the worse part though is the hardware. i've bought several receivers cause they just dont last. i got tired of the hassle of keepin one working and canceled service.

    toriphile 6/21/10 4:44PM

  • how do i get your people to answer the phone?? i held on for 20mins.twice!!my minutes are not free!!!

    Anonymous 6/21/10 4:31PM

  • you billed my credit card. I cancelled my service and now I can't get my money back. I have called every week since the 1st of May and still don't have a credit on my card. WHAT DO I NEED TO DO to GET yOUR ATTENTION. Iam now on hold AGAIN!

    ccolleli 6/21/10 3:20PM

  • they are the worst company i have ever dealt with online. i believe that sales people are have an incentive to churn accounts...customer service is no existent. the company should have gone bankrupt last year and taken over by someone reputable.

    Anonymous 6/21/10 10:40AM

  • YOUR CUSTOMER SERVICE..........

    If I didn't love the radio channels, I would STOP MY SERVICE in an instant!

    I have spend over 3 hrs getting a hold of you in the past week.....only to be cut-off 4 times, never called back, and bill incorrectly - then told it would cost me $@ to get a correct bill!!!!

    ARE YOU PEOPLE FOR REALS????????????????

    Anonymous 6/21/10 8:10AM

  • XM told me they would bill my annual charge in two payments. I gave them my credit card and they billed the whole annual charge once. I called the cusotmer service and after lengthy wait, spoke to a rep outside of US and was promised a credit for half which would be billed next month. I did not see the credit and called back again and the same long wait explanation qand escalation to manager and explaining the whole situation again. Promised that manager will process credit. Still no credit and then they had the nerve to charge me monthly fee AGAIN......... customer service is a nightmare to deal with. The product rates high in my book but the customer service is the worst I have experienced. I don't blame customers for cancelling the service. XM customer service gets a ZERO from me.

    Desi Inca 6/21/10 7:26AM

  • The Idiots have turned off both radios after I paid for a five year plan two vehicles
    I am out $1500. and get no services.

    jjm 6/19/10 12:52PM

  • I can only repeat what everone else states:
    1. NO customer service
    2. long waits on the phone
    3. cheating and falsely taking money
    I plan to sue them in small claims court here in ca. for their thievery.
    Others should do the same.

    djwsocal 6/17/10 2:51PM

  • I purchased my car in March of 2009. I had a three month free trial period. After the three month trial period a respresentive called me and said she could do a promotion for 1 year at $30 some dollars. I gave her my car number and they charged it accordingly.
    At the end of May 2010 I recieved a bill from XM I choose not to renew the subscription. A week later I have recieved a collection notice. I called and spoke with the collections department and told them I do not owe the 39.67 they are billing me for. The woman proceeded to talk over me while I a=was trying to ask if they could check the XM represnatives notes. She ended up screaming over the top of me. To what I do not know. I hung up on her.
    I called XM Directly. I spoke with a woman who said that the service was for 3 months beginning in March of 09. I told her no that I had three months free since I bought a new car. and then the radio was off and the end of July and that is when I recieved the doomed call selling me the next subscription. She refused to clear the account and said that it was money owed and that it would stay in collections until paid. I asked to speak with a supervisor. At which time I was on hold for 15-20 minutes. A "Supervisor" named Leon came on the line and told me that I owed the money and said that I resumed service as of the middle of August. I had him repeat what he said and told him the dates and figures do not add up and that they need to get thier story sraight when trying to rip off thier clients. He said that the service resumed in January automatically. I asked him who authorized the service to renew? because I am the only one on the account and had someone called me in January I would have argued the subscription package I ordered to begin with. With ALOT of arguement he said that since my right to accept service and no authorization to do so either with a phone call or written notification of such he would remove the billing from the collections and remove the charges. I told him I will be contacting the FCC (Federal Communications Commission) and the BBB (Better Business Bureau). What they are doing is fraudulant and a violation of a persons right. I am watching them like a hawk to make sure that they do as they say and remove the charges and collections.

    DO NOT DEAL WITH XM Radio. They are a scam and the car makers that contract with them should be ashamed of not telling people the warningss of having XM Radio.

    Dissappointed in the NW 6/17/10 12:34PM

  • Worst customer service.

    Anonymous 6/17/10 9:43AM

  • THIS THE LAST TIME I WILL TRY TO CONTACT YOU,I'VE BEEN TRYING TO PAY MY BILL WITH NO LUCK.I'VE BEEN PAYING QUARTLY,THEY ARE TRYING TO INVOICE ME FOR 3 YRS.

    Anonymous 6/16/10 8:09AM

  • I searched around and found this forum. I have been on quarterly payment for 7 months now. Yesterday they charged my bank $481.18 and are charing me again today. That is almost $1000 and I cant contact anyone. XM Radio has no sign of this charge and I cant go any higher than a customer service supervisor.

    MikeJ 6/15/10 10:53PM

  • This is unbelievable the worst customer service ever each person you talk to tells you something different What choice is there how can the goivernment let them go together and monopolize? I have beeen a subscriber since the beginning 7 radios and they cannot keep the bill straight and there is no customer service help it is hold cut offcall back start over with new rep who tells you something completely different from the last HELP I need the weather for aviation use or would shut down everything

    PJ 6/15/10 8:05PM

  • After 72 minutes on the phone I hope I finally got my XM radio cancelled! Their customer service sucks period! I never had a problem until the merger went through with the dog radio! I hope they go out of business!

    Lawman 318 6/15/10 7:52PM

  • Worst company ever. Canceled my subscription, sent in a payment. Got a collections notice dated the day my payment was due (which was already paid)! Never again will I use, recommend or let the mention of XM radio go by in conversation with out saying something negative!

    XMSucks 6/15/10 3:24PM

  • This was soo helpful,no where on XM site does it allow complaints or to contact management..I experience all the same problems..Until I called the number listed.. Hopefully I will receive my refund.. I will NEVER do business with this company again.. No wonder they are going under..

    Anonymous 6/15/10 12:07PM

  • THIS COMPANY IS A JOKE! Been trying for the last TWO DAYS to get them to fix a problem on one of our company's radios and after 6 attempts of calling, I was hung up on multiple times and I was transferred to multiple depts with NO SUCCESS. Unless they have their script they don't know what to say to you. They'd be better off having robots run their customer service. It's a wonder they have so many people subscribed to their service with such DEPLORABLE customer service.

    who cares 6/15/10 12:06PM

  • Call 212-584-5100 or 877-967-4672..Both of these numbers are to XM's corporate office...After 4 1/2 months of trying to get my refund from XM, I called 212-584-5100 and told the switchboard operator that I needed assistance in getting my refund that was due me after cancelling my service, and that I had been trying to get it for 4 1/2 months with no success..She connected me to a man who gave me his number which was 877-967-4672 and he promised that I would have my refund within 72 hours..That was on 6-8-10..my refund was given to me on 6-11-10 on my credit card...This is the only person at XM that has done what they said they would do..Prior to talking to him, everyone else at XM would either put me on long hold times, hang up on me, or just outright lie..Hopefully this will help someone else.

    wj 6/14/10 4:36PM

  • My car radio was due to expire. When I called customer service an XM rep told me that they were running a promotion that if I purchased a portable car radio for $85.00 I would receive a year of XM free in my car which has a built in XM radio. I went ahead and decided to take this offer. After the fact, I received numerous bills stating that I still owed money and that XM in the car was going to be turned off. When I called customer service I was hung up on 3 times and was told there was no such promotion. Needless to say they would not return my portable unused radio and still wanted 116.00 to activate my car radio. I no longer have XM services and an unopened car radio I will never use. This company does not stand by their policies and I will NEVER do business with them again. If anyone knows how to contact the CEO I would love to know how!! We will also be canceling our other 3 radios with XM!

    DeLynn 6/14/10 11:18AM

  • I HAD XM OVER CHARGE MY BANK ACCOUNT, AND I ALSO IMCURRED 3 OVERDRAFT CHAGRES ON MY ACCOUNT (WHICH I HAVE NEVER HAD THE WHOLE 15 YRS IVE HAD AN ACCOUNT . 3 WEEKS LATER TRYING TO GET A REFUND. THEY GAVE ME AN INCORRECT FAX NUMBER TO FAX PROOF OF OVERDRAFT. IT HAS NOW INTERUPTED MY VACATION AS WELL. DUE TO THE MONEY SITUATION

    LYNZ 6/13/10 10:37PM

  • Follow up to my post on 6-8-10..If you are having a problem getting a refund from XM, then try the corporate number that I posted and tell the switchboard operator that you need to find out about a refund that you have been trying to get...It worked for me...She transferred me to a nice gentleman who make sure that I received my refund of $322.03..I talked to him on 6-8-10 and the whole refund of $322.03 was credited to my credit card yesterday...This is after over 4 months of phone calls, long hold times, being hung up on, lies from XM, etc..The phone number is on my post on 6-8-10

    wj 6/13/10 7:25PM

  • Oh my gosh! I traded cars. XM would not automatically discontinue service on the old car so I spent 45 minutes stopping service. They also would not add the service to the new vehicle until the 90 day "free" period ended. I called then and after five attempts of 30-45 minutes I got the service restarted, but they forgot to mention about the programming step. So three calls later the rep mentioned that I had to turn the radio on Ch1. Then I mentioned that I wanted to have both radios on the same account. That was a transfer to a site in the Carribean who really did not understand why I wanted to do this. I had to really make sure that they weren't trying to set up a 1 yr subscription as I really do not trust this company. Unfortunately they are the only game in town. Be careful when they start quoting specials, the reps must be contractors who are on commission.

    raptor22 6/13/10 1:00PM

  • Second time I have had to call I think that on of my accounts had been canceled through a mix up when I went to transfer my car radio acc to my new car. I called when I seen a e-mail indicating that I owed money ( I have 5 year program on the car and my home. I called about that and the agent at that time could not explain nor understood what I was saying, he did state that someone would call me back-That never happened- I then got another e-mail asking that I come back to XM Radio- I was not aware that I had left-however I was still receiving programing so I assumed the matter had been resolved. I that attempted to listen to Ch 28 today and all I could get was the preview, I then checked the receiver in my car and I could get programing on it so I then checked with the call center-which is a joke-when I was finally connected I spoke with a woman and explained my previous contact and what my currant issue was. I then asked if the radio in my home had been canceled, after pause she came back and stated that my radio had to be rebooted? and that in 15 min. I should be able to rec programing I then asked for the termination dates for both my car and home radios she stated that my 3 month trial ended the 10 of July on the new car, I then ask when did my 5 year plan end. I then thought she muted the phone while she looked however a short time later I went back into the loop and was once again waiting for an agent...which never came after a total of 36 min. on the phone. Both my radios are working now however I am not sure that the problem has been resolved. It is my openion that I have several more years of service left on both the 2010 Honda and My home, and I have not found anyone within your call center that can or will confirm that. What say you!!!

    Anonymous 6/13/10 12:42PM

  • This is the worst customer service I have EVER encountered. Besides wghich - the product won't work!!!! NO signal!!!!!!Next to my comp and tv sat. which GET SIGNALS!!!!!!

    erika 6/12/10 8:53AM

  • Difficult to understand service representative's English. Long wait. No idea length of wait. 30 min. wait is too long

    Anonymous 6/12/10 7:36AM

  • Looks like i have a long road ahead. i have loved my XM until this. I get a new radio because my old radio no longer works i activate it but am told of a $15 radio swap fee, i didn't argue they could bill me for an additional $2 or i could pay NOW so i give them a bank visa card number to charge $15, 2 days later i am charged 87.87 i call they say oh sorry for the mistake we will refund the difference in 7-10 business days. i say but i have bills going thru i will have fees due to overdrafts because of your over charge. they person on the phone said oh no problem we will take care of that if it happens. so i wait then sure enough over draft fee $28 i call xm get disconected 2x just on hold for 20-30 min each time befor edisconect, then call a 3rd time onhold almost 20 min get thru to find out they so nicely extended my service another 6 months i said well i was told it was $15 and now you guys have the 87.87-15 difference plus i need an additional $28 back for my over draft and i need it TODAY he said oh another department will have to help and before i get to tell them they are closed it is after 11 their time he transfers me and i am sent to a message saying i have called after hours! I am beyond pissed and have a 2nd item going thru and am gonna get another r$28 fee! i am beyond pissed & am ready to cancel my acct. and to top it off my wife's 1 year old radio is taking a dump and i am gonna have to replace it too & she is not so willing to give up XM like me.

    ripxrush 6/12/10 1:12AM

  • Found this website after wondering if I was the ONLY human being who had waited over 30 minutes EACH and EVERY time I tried to switch credit card info on my XM account. This after I had tried for over two weeks (over a dozen logins..) on their website to change my billing info. Not make a payment but change the recurring monthly billing. In doing this, I then learned the $20.94 I *thought* I was still paying had shot up to $26.94 without any warning whatsoever..I was never sent a new bill or told of this, the 2nd increase (the first one was $3 a month). Now in reading these comments I am going to just leave this ON the credit card as I would be even WORSE off to switch this to a billing against my checking account, esp if they decided to bill me a "lifetime subscription" without my consent. I think I will just cancel the service with my credit card in the loop so they can just bounce back the charges. I can' rate their "friendliness and knowledge" because I've never spoken with a human being, EVER!! I smell a class action lawsuit for their horrendous theft and surcharges, you can bet on that!

    CCQueen 6/11/10 8:05PM

  • THE WAIT TIME TO SPEAK TO SOMEONE IS HORRIFIC. I'M AN AUTO DEALER TRYING TO HELP A CUSTOMER GET HIS XM RADIO ACTIVATED AND I HAVE BEEN ON THE PHONE OVER HALF OF THE MORNING. I DONT UNDERSTAND WHY THIS HAS TO BE SO DIFFICULT TO GET ACTIVATED. I WOULD NEVER HAVE THIS SERVICE PERSONALLY AND WILL TELL OTHER PEOPLE ABOUT THIS HORRIBLE EXPERIENCE. IF I RAN MY BUSINESS LIKE THIS I WOULD BE OUT OF BUSINESS!

    BLUEMAN 6/11/10 7:43AM

  • I just spent over 2 1/2 hours on the phone with XM customer service. This entailed hold time and 4 different individuals who could not understand my simple questions and refused to send me to the U.S. One even disconnected me when I begged to be sent to the U.S.after she said she didn't have the answer to my questions.I am polite and patient but this was the worst off-shore call center experience I've ever had. I work for a leading news station and we frequently get complaints about XM/Sirius customer service on our consumer hot line, asking that we do a report on them. The XM/Sirius stations are great but they treat the consumer like crap.

    Newsgirl 6/10/10 12:53PM

  • I have been trying to get a refund for 6 months. Long waits and hangups are the norm. I will never again use this service.

    Gordo 6/10/10 8:36AM

  • My charge account was charged 5 installments over a 3 year period for radio access without discussion or authorization. Will contact Attorney General and BBB. Will not do business with XM again.

    Sherry 6/9/10 10:42AM

  • Follow my lead and File a complaint with the FCC and Better Business Bureau

    Anonymous 6/9/10 9:05AM

  • BEWARE IF THEY TELL YOU ABOUT LIFETIME MEMBERSHIP.
    I fell for this and got a new car and it will not transfer even though I was told it would. They said that is for after market radios not installed ones, which I have had the entire time. When they told me about this deal, they never mentioned after market, I think if they had I would not have paid $461 for it and now 6 months later I got a new car and cannot transfer so I am out the money, I am writing to everyone that will listen to this problem, I also cancelled my other car, lets see how long it takes for this refund. I will listen to free radio, they treat the public with respect!
    This has been the worst experience!!!

    JP

    jp7258 6/9/10 9:00AM

  • I am writing to express my frustration with your poor XM customer service. Since early April I have been trying to cancel my XM service but was not able to do so because of the extremely long wait times. I was finally able to do so on June 2nd, but only by getting ahold of your collections department. Even now as I write this I was on hold now for 15 minutes and 30 seconds (6/8/10 7:06 PM MDT) and have just spoken to an XM representative.

    I have over the last eight weeks been able to speak to a representative twice in your collections department (6/2/10) and (6/8/10). I was able to get my account closed through your collections department but not your customer service department as I was unable to get to speak with a representative after numerous times of being on hold for over 20 minutes.

    As a result I have accrued charges of $38.93 for XM radio service even though I have been trying to cancel this service. I have been a long time customer of both Sirius and XM Satellite radio. Please check your records and I believe you will see that I have been a customer since 2006 as an XM customer and 2004 as a Sirius customer.

    As a company that should be trying to keep customers, you appear to be running them off. Certainly you can see where hold times in excess of ten minutes is extremely frustrating to a customer and where this was not even taken into consideration when I tried to explain to your customer service representative and collections department representative that I was unable to cancel because no one would ever take my call so I could do so.

    Anonymous 6/8/10 8:46PM

  • your service is slow and inefficient. I have a lifetime subscription and have had my service interrupted 3 times in my porsche due to your continued lack of competence. I have wasted over 2 hrs on the phone with your employees who have all said they see I have a lifetime subscription but yet have all failed to remedy my problem.

    jimbohand 6/8/10 8:25PM

  • I WOULD NEVER USE THEIR SERVICE AGAIN. I cancelled my service 2 months ago, recieved at least 100 recorded phone call messages, asking me to pay my new bill (even though
    I cancelled my subsciption) and now received a letter from their in house collection department demanding payment. WHAT A SCAM. DON'T WALK AWAY, RUN FROM THIS COMPANY. By the way after 4 calls and 2 hours of waiting, I am still waiting to speak to their "cancellation department", who I can practically guarantee will not pick up the phone. Believe me, their product is not worth having to deal with their customer service.

    rj 6/7/10 5:08PM

  • In dealing with a customer service issue, I have had the worst experience. I have been hung up on, talked over and transfered without being listened too after saying " customer service. And after all that when finally asked for a corporate number to call, that number resulted in a que that had an operator that never answered

    Bob 6/7/10 8:42AM

  • 8 months ago They (XM) charged my credit card with out my authorization. When I saew this on my statement I called them. They said they did. At that time I told them to cancel my account at the end of that month. YESTERDAY I recieved a collection notice from them for a months charge. $38.38. Never recieved a past due letter or anything.

    pizzed off 6/6/10 11:14PM

  • I THICK CUSTOMER SERVICE SUCKS AT XM RADIO, THEY TOOK IT UPON THEM SELVES TO DEBIT MY CREDIT CARD FOR 3 YRS OF SERVICE , AND I NEVER ATHORIZED THE CHARGES ,WHEN I GOT MY BILL I CALLED AND SHE SAID THEY WOULD CREDIT MY CARD ASAP , NO THAT WAS A LIE , THE PUT IN A REQUEST TO WASHINGTON,DC FOR A REFUND TO BE SENT TO ME ,BY MAIL (CHECK) IN THE MEAN TIME I HAVE TO PAY MY CREDIT CARD IN FULL AND WILL NOT HAVE THE MONEY UNTILL AFTERWARDS ,,WHEN I SPOKE TO A MGR (JIM) HE SAID HE COULD NOTHING FOR ME .ONE CUST SERVICE LADY HUNG UP ON ME . I HATE XM RADIO

    VERY UNHAPPY 6/5/10 7:15AM

  • come fall, XM wont have anymore call centers in the US. They will be outsourced along with thier customer relations team. way to go xm, im cancelling.

    ex-m 6/4/10 4:09PM

  • My subscription was put on automatic renewal in December, 2009 without my knowledge.my credit card was charged $328 which caused me to be over the limit. When i found this out, i cancelled my service and xm said that i was due a refund of $322.03 which i would receive within 3 weeks..well, it's June, 2010 now..i have made approximately 15 - 20 phone calls..i have sent approx 10 emails...i still don't have my refund..i have been lied to, hung up on, promised that it would be refunded "any day now", but it still hasnt happened..anyone have any idea how i can get my money back?

    wj 6/3/10 7:59PM

  • STAY AWAY....THEY EXTORT THE CUSTOMER. BILL UNETHICALLY. TERRIBLE CUSTOMER SERVICE.

    Anonymous 6/3/10 10:48AM

  • Im on hold with xm right now. This is the 6th call that i have made to them. They overcharged my card because the guy I originally talked to couldnt speak english. They still havent refunded my money and its been 2 1/2 weeks. I have already cancelled because this is ridiculus and they couldnt get it right the first time. I will never ever use them again. and she just hung up on me!!!! wow....

    jjm8411 6/2/10 10:54AM

  • Called with a credit card charging problem. XM Charged card without authorzation from me for a three year renewal. Had moved since inital authorization. Talked to a woman in Jamacia. Not happy with her attitude or demeanor. XM raised its 3 year service subscription approx 44 percent. Why can't XM employe people in the United States proper especially since they charge a premimum fee for their service. Kept service, in my wifes car she enjoys it. Will not add it to my new vehicle. Do not like their business model or the fact they outsource to another country.

    BAD BUSINESS PRACTICE 5/29/10 11:42AM

  • I am sick and tired of being charged for services that I not only did not request or agree to, but I am not receiving! XM Radio was activated for a "free" trial when I purchased my new car last year. Service ceased when the trial period was over, and I received a bill in the mail for almost $400. I immediately called XM Radio and was told that I would receive a discount by paying for the next few years of service up front - I told them to FORGET IT! I was then offered a five-month discount, which I (regretfully) agreed to. Service discontinued early, and today, I had $31.77 deducted from my checking account by XM Radio. After two representatives and a total of 25 minutes on "ignore," I'm supposed to get a credit of $15, although I did not receive services over the past couple of months. I may have to change my bank account just to keep them OUT of it, and the account has been open for going on 12 years. I do not trust these people - no one should. This company deals in sneaky, under-handed, and probably very ILLEGAL ways to take our money. Class Action Suit? I'm ready! I hope this information is helpful to others.

    goldenlori 5/27/10 6:30PM

  • I canceled my subscription or tried to back in Feb after paying almost 300 for two vehicles. I was offered a lower rate (half) to continue. I did but never received my credit. After several months of trying to get my money refunded back to my credit card I finally cancelled the radio altogether. Well now I am owed over 258.00 but they have not refunded it back to my card. They can bill your card right away but they tell me the card won't accept the refund back! WTF??? So here it is almost June and I have been trying to get my money back since Feb. I have been told 24 to 48 hours is what it takes but now it has been well over 48 days..They are in essence THIEFS since they have stolen my money. They told me Billing has not phones so I can't talk to anyone in billing...bull manure! I think there should be a class action suit for all the money they are not refunding. This is ridiculous. I will talk to the Attorney General about this too. DO NOT TAKE XM radio!

    Anonymous 5/26/10 9:47PM

  • Terrible experience with the customer service department. I called because despite a request made a year ago, I am still being billed. I was told that when i called last year to cancel I had agreed to a 3 month free trial. I NEVER DID! Very unethical company.

    annon. 5/26/10 4:50PM

  • I just got off the phone with customer service. I called because my credit card was being billed despite the fact that I had cancelled the service last July. I insisted that I wanted the service cancelled and billing to cease. The rep totally disregarded everything I said and repeatedly offered different promotions to keep me enrolled. Finally, after repeating myself serveral times I asked to speak with a supervisor. The supervisor was rude and condescending. She informed me that according to their records when I called to cancel the service in July I had agreed to a three month free trial. I NEVER agreed to this. I feel there is something very unethical, perhaps even illegal being done here.

    ellkin 5/26/10 4:46PM

  • What cusstomer service? It stinks!!! Have I been taken for a ride!!

    Anonymous 5/25/10 7:13PM

  • Countless times I had to call to cancel my free 90 days due to not being interested. First couldn't find my account, then told me to give VIN number called to give VIN number was told that isn't how looked up, etc... Called my dealer to get Radio #, called XM Cust. Serv. again to cancel was conveniently told that I COULDN'T cancel the service with it being free that my dealer HAD to. Ridiculous. First of all why couldn't the first person have told me the same thing that my dealer had to cancel. This is just a scheme to see how many people will just not make a call to cancel, and XM radio will profit off of them. XM Radio is a business that is only interested in their well being. I will be writing to Chevrolet and tell them it isn't worth their time/money to offer the FREE XM Radio for 3 months. Sometimes things that are free, are for a reason. That reason is it isn't worth paying for. I'd rather listen to an 8 Track!!! You people suck!!!

    Karen "with a K" 5/25/10 2:39PM

  • Horrible, horrible customer service. They announce 2 to 5 minute wait because of heavy call volume, but the wait is 15-20 minutes. They take your information, then put you in a second que. They hung up on me when I asked what confirmation of the cancellation I would receive. Very rude personnel. I would not recommend purchasing anything from this company.

    Anonymous 5/25/10 7:24AM

  • Wow, I thought maybe I just caught these people on a bad day. I called to cancel after being on hold for 20 minutes. The guy answers with an attitude. I told him I wanted to cancel, and he asks me "cancel what"? I was like are you kidding me? I've been on hold for 20 minutes and you're asking me what? He replies with, this is XM and we're professional. Are you kidding me! Now I'm pissed and tell him to cancel my F*^king account. This guy responds with, "if you yell at me again I will hang up the phone. Well you guessed it, I yelled and he hung up. I never put anyone down for what they do for a living but you have got to be kidding me! 24 years in the Marine Corps and I promise you I've never seen anything like this. If there's anything I can do to take this organization out of every Marine's vehicle in my charge I will do. I will fight this establishment with more force than we have terrorism. My oath....

    Anonymous 5/21/10 6:28PM

  • I SIGNED UP FOR A 5 MONTH 22.89 PROMOTIONAL PERIOD..WHEN IT WAS OVER THEY SOLICTED ME AT HOME, I TOLD THEM I WOULD GO FOR ANOTHER 5 MONTHS FOR 22.89 AND TO CANCELL AFTER THE 5 MONTH PERIOD WAS OVER. THEY SAID I WOULD HAVE TO CALL THEM A MONTH BEFORE THE PERIOD WAS OVER OR I WOULD BE ROLLED OVER TO A 3 MONTH 38.85 PLAN AUTOMATICLY. NOT KNOWING WHERE I WILL BE AND THE FACT THAT I WILL HAVE THE PRESSURE PUT ON ME TO TO CALL THEM TO CANCELL, I SPENT ALMOST 2 HOURS WITH MANY REPS, AND THEN ASK FOR A SUPERVISOR TO GET IT STRAIGHT. HE SAID THEY COULD PUT IN A FUTURE CANCELLATION DATE...I HOPE IT HAPPENS.
    X M RADIO PRODUCT GOOD, CUSTOMER RELATIONS BAD

    Anonymous 5/21/10 6:20PM

  • Customer Service Is Non Existent.
    All XM Cares About Is Collecting Money.
    Cancelled My Service Due Rude Non Customer
    Service Rep. Apparently The Supervisor's Ignore All The Negative Feedback.

    Anonymous 5/21/10 5:14AM

  • I had to write to let you know of my experiences with your customer service. I have 1 main XM radio and two secondary radios. In November 2009 I traded in a car that had an XM radio and leased a new car with XM. Since the new car had 90 days of XM free, I let my account stay the way it was, and after a few months, I wanted to switch my one secondary account to the new car. In February 2010 after receiving a few bills from XM telling me to open an account on the new car, I called your customer support. They told me that I couldn’t switch the new car XM for the old one because the old one was cancelled in November. I DID NOT ask for that to happen. Your people cancelled a secondary account of mine. When I questioned them, they said I would be issued a refund. (I never was). I then asked to have the new car added as a secondary radio. They told me they would do that. After a few days, I received a new bill incorrectly for a new Primary account. I did not pay the bill because it was incorrect. On Feb 15th, XM shut my radio off. I called them and explained that the bill was incorrect and I wouldn’t pay it until it was correct. They told me it was correct because they had set it up as a second Primary account! I asked them why they did that and they couldn’t tell me. They promised to fix it and the next day I received 5 emails within 5 minutes telling the radio was added as a secondary account. Same email, 5 times. All I needed now was a correct bill. I received another incorrect bill for a new PRIMARY account again! On March 15th they shut off the radio AGAGIN. I called them and went over the whole thing again. They said they would fix it and send an email when it was done. I told them to NOT shut my radio off again. A few days later on the 15th of April, they shut off my radio AGAIN. I called again and was told that there was a problem trying to add a secondary radio to my account and was given a ticket number, and told they would call me when it was fixed. They never called. I received another bill for a new Primary account AGAIN! I called again. They then told me that they switched my primary account that I’ve had for years, and made my new car the primary account. WHY????? I didn’t want that and didn’t ask for that. I was then supposedly given a credit for my primary account although nobody could tell me if that happened. I asked to speak to a supervisor. I was put on hold for 20 minutes. After 20 minutes they hung up on me. I immediately called back and asked again to speak to a supervisor. I was put on hold again for 20 minutes, at which time they hung up on me again. A great way to treat your customers! At that point, I gave up TOTALLY FRUSTRATED!
    My wife called up trying to get the bill straightened out. Again no one could explain the bill. They told her what we owed without ever explaining anything. Her comment to me was “What’s wrong with that company”.
    XM has a great product and the worst possible customer service. If I had any choice whatsoever, I would go elsewhere.

    Frustrated 5/20/10 1:33PM

  • i just spent 40 mins on the phone with the dumbest most inept moron ive ever met my god i still dont have my satilite hooked up in three years of xm the average time is 3 days of calls to get my boat online i cant be the only boat out there 30 mins for her to tell me i called the wrong number argh!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

    sturgis91hd@sbcglobal.net 5/20/10 12:39PM

  • customer service sucks. never do business with these people again. abusive. once they get your money they treat you like garbage. stay away. forget about xm. pascal charleston sc

    tom 5/20/10 8:21AM

  • XM Radio customer service is abslotely BEYOND INCOMPETANT. I recently recived the same mistaken bill for the 3rd consecutive month. I received the same BS assurances this time and the only saving grace was that I was so pissed off they did not bother to waste more of my time with their semi-literate sales pitch for additional services, The fact that these morons can even spell XM is truly amazing, Bring back 8 tracks!!

    ctthegreat 5/19/10 6:55PM

  • Worst ever in my lifetime (56) years old

    bcarroll 5/19/10 12:25PM

  • XM has the worst customer service of any company I have ever dealt with. I have been on hold for 45 minutes. I cancelled my account and they continue to bill me. Now I am trying to get a credit back.

    Anonymous 5/18/10 1:14PM

  • After a 3 mo. trial membership included in the new truck I bought, I suscribed to the "music only" service, but was not told that I would not get all the music ch. I got with the trial service. I would not have suscribed if I had have known this.
    When I called customer service, I was told "that's the way it is." He asked if I would like to charge my next sub. on a credit card instead of paying with a check,ha, there won't be a next time.

    Anonymous 5/18/10 12:49PM

  • they automatically charged my credit card over 400.00 for 1 year renewal subscription in Dec. I called when I noticed charge on my account. They said they would cancel the subscription & credit my account for 11 months. I still don't have the credit. I called May 2, they said it should show on my account in 72 hours. I STILL don't have the credit 15 days later. Every time I call, they say it's processing & should be there tomorrow. I think it's a huge sham. I'm contacting the Illinois Attorney General today

    BGN 5/18/10 12:30PM

  • This company will definitely not be a contender for the J.D. Powers Award for customer service. XM Radio needs a Customer Service overhaul. If the word starts getting around I will bet that people will decide to just listen to the "freebie" radio stations over their internet radios in the car. I know I should have since I recently subscribed to them. Their "XM Radio Official Store" on the internet had an offer I thought I couldn't refuse. The Offer Details stated, in short, " Free XM Onyx Radio for New XM Subscribers only..Offer good till 6/30/10 withcredit card purchase only". Well I kept up my side of the bargain, but they didn't. They tell me they never heard of the offer, until I told them what it was word for word since I printed it off of their Official XM site. Buyer Beware of liars!

    rg77 5/17/10 8:24PM

  • I HAD A FREE TRIAL OF XM WITH A NEW CAR. WHEN THAT EXPIRED, I HAD NOTHING BUT BILLING PROBLEMS AND HAVE FINALLY CANCELLED THE SERVICE. HOWEVER, I WAS ON HOLD A TOTAL OF 8, YES EIGHT HOURS, KEPT GETTING TRANSFERED TO ETERNAL HOLDS TRYING TO CANCEL, AND HAVE CONTINUED TO GET PAST DUE BILLS FOR TIME AFTER I HAVE CANCELLED. THE OUT OF USA CALL CENTERS, THE HORRIBLE BILLING SYSTEM AND CRAPPY CUSTOMER SERVICE WILL HAVE ME NEVER RECOMMENDING OR BEING AN XM CUSTOMER AGAIN!!

    TALIAN82 5/17/10 5:52PM

  • I have tried for over an hour to reach a person in the US, I have talked with people from around the world and no one is able nor wants to transfer me to a US based person. I refuse to talk to call centers and XM seems to run by them. I did get transferred once but was promptly dropped. I wasn't planning on cancelling my service only had a question on the bill but after this morning I am strongly leaning towards cancelling altogether.

    Anonymous 5/17/10 8:17AM

  • I just called XM to cancel. I too received service from another country, snide remarks, long wait times leading to disconnected calls, and absolutely horrible customer service. That was until I finally reached David. He listened to my concerns, apologized for the horrible treatment, and gave me deal I could not refuse. I was looking to cancel one of my devices, but now I am keeping both of them with more channels and the lowest price I have ever paid! He also gave me the number listed in this thread as the direct line so I won't ever have to deal with poor service again. The only reason I entered low ratings were because of the previous people I interacted with before David... he was awesome.

    Spankydial 5/13/10 9:55AM

  • i am turning xm radio into the better business, i asked for service on the 4th day of may for 18.97 per month agreed for 18.97 to be taken out of my checking account MONTHLY ONLY i also agreed to a 14.99 connection fee. they took 71.00 and change then when i asked to be remembursed on the 11 day of may i was told they would give me 14.69 and keep the rest this is unbelivable. first they took alot more than i agreed to and then when i cancell 7 days later they want to give me only 14.69 of it Back Is this good business what wrong with this picture?

    Anonymous 5/11/10 9:19AM

  • This is the worst customer service I have ever dealt with. Charging my account two separate times, while I was in Afghanistan for 6 months, after calling and cancelling my account two months before deploying. Nothing but Crooks!

    This is very brief....I didn't feel like typing for 2 hours.

    jeepersnate 5/11/10 5:54AM

  • Hi folks,
    You can add me to your list. I have a folder with at least 7 pages of names, times dates and notations. You are not alone!

    My first problem started in Dec. 09 and was finally resolved in Jan. 2010 only after contacting Mr. Karmazin's office in DC Tel. 202-380-4000 as a last resort.

    XM's customer service is the most deplorable of any company I've contacted. This is what you get when there is no competitor. They hang up on you, say they have no authority, nor due supervisors if they can find any and you can never reach the same person unless you keep calling for days & hours using two phones at the same time and only if you are lucky. I can do this, I'm retired, but I have better things to do with my time.

    To avoid, I thought, any problem in the future I decided to contact XM on May 7, 2010 to:
    #1. remove my credit card info from their records
    #2. to verify the paid thru expir. date of Dec. 3rd.
    #3. to notify XM that I did not want service after that date unless I personally contacted them.

    Simple one would think. Wrong!

    I spoke with Manuel @ 3:45PM EST on 5/7/10 asked to have my credit card info removed which he said he would. I then asked to not extend my contract after the Dec. 3rd, my paid to date. He said he could not and his supervisor (not available ) also could not. I told him that I would not pay for anything beyond my pd date. He transfered me to another department and I spoke with Elaine in Iowa. She led me to believe that she would take care of it.

    On Sunday morning, May 9th we turned on the radio to find we only had channels 1 (XM ads) & 247 (emergency),. I called @ 2:25PM EST and spoke with Kevin in W Texas who said that the service was ended per phone call and to reactivate I would have
    pay a higher rate. Why would I ask to have it ended when I was paid thru Dec. 3rd.? He said there was a credit on my a/c but to reactivate it I still needed to pay a higher rate. I said that he needed to reverse the credit and put it back to the way it was expiring on 12/3/10. He hung up on me. The activity # he gave me was 1-70-CU6HH. Finally I reached Serena in the Phillipines who put me on hold for three minutes and came back and said she would take care of it and would restore the signal in a short period of time. I needed to go out to my garage, back the car out and turn the radio on. It did not come on but I did not have the time to sit in the car for 15 minutes. Later in the evening, we drove out to dinner and on the way, I called XM again and they asked if we were in an unobstructed area and within five minutes, we got our signal back @ 6PM EST. Since I did not have service for 3/4 of a day, My service should be extended for that much time on Dec. 3rd. Anyone want to bet on it? I have noted on my calendar to check the status on Dec. 3rd. It should be interesting.

    I do have some good news. I read that ATT will be getting into the satellite radio service sometime in the future. Competition usually solves most problems. A good percentage of ineptness goes away and paying customers will get their rewards as well as companies with good customer service. Mr. Karmazin do you hear us? You will be able to reduce your call center # by 50% at least. I am only one customer and in the past 12 mos. have made a minimum of 70 calls when only two should have been necessary. What a way to run a business! But when you are the only game in town you can for now. Competition is coming!

    SN
    .




    chablis4932@aol.com 5/10/10 10:46AM

  • I CACELLED THEY STILL CHARGED AND I HAD AN EXTRA CHARGE FOR SEVERAL MOS THAT DID NOT EVEN EXSIST FOR MY HOME.TERRIBLE CUSTOMER SERVICE:(:(:(

    RUDY JOHN 5/10/10 5:19AM

  • I'd like to believe that SOMEONE at XM Radio is paying attention to their customer's input. I agree heartily w/all the others before me that customer service is lacking at XM. Watch out!! I've called and each time I'm put on eternal hold, finally get a voice (albeit a foreign, "offshore" voice, and a promise to correct their error. Well, 2 calls later I'm still getting the promise but still waiting on proof of a correction. Just wait until you too get the one who gives you snide, clipped answers w/a very sweet voice. I too love the XM product but the company really NEEDS to do something about those who represent their company in this area. Dire improvements are needed!!! Shame I didn't get to send in my survey w/in the 4 day time limit, I'd like to have shared some opportunities for improvement in that instrument as well!

    bella 5/7/10 5:56PM

  • I had a radio stolen from my car and when I called to deactivate the stolen radio and by a new one. I had to deal with two different departments and the sales person did not know what she was selling.

    Anonymous 5/6/10 9:31PM

  • I paid for my subscription by check. My subscription expired and their computerized messages asking me to call them began to appear on my answering machine every day. It takes more than a half hour to reach anyone if you are lucky. Now they say I owe them money even though they cut me off when my subscription ended because it is written into their agreement that I have to officially cancel their service.

    lmiller 5/5/10 9:04PM

  • Terrible customer service. Misleading advertising. Terrible dispute resolution.

    Anonymous 5/5/10 11:29AM

  • To say XM Radio has sh--ty service is to do a disservice to sh--. After 2 years of zero problems, my service suddenly went haywire and the "help" suggested a new radio. Fine. Then the brand-new radio, set up in exactly the same location in the home, NEVER pulled in the signal. After dealing with the "service" from XM and their fine advice -- it's the equipment, it's not us -- I finally got another radio. Now I can't activate it unless I sign up for additional service and no one is at the help line. If this radio doesn't work, I'm canceling and NEVER GOING BACK and telling everyone I know to never bother. Good luck trying to get a live person who has some command of the language and the situation to help you out.

    SenorPlaid 5/4/10 8:25PM

  • My service was ending with XM radio service, I originally bought and paid for 3 years of service and was not going to keep the service any longer. I received a renewal form to extend the Xm service, so I wrote on the form and said cancel my account in bold lettering. I also called to cancel the service after receiving another notice. Two months later they are calling my cell phone to get me to extend my service. They flood my phone with calls asking me to extend my service. I finally listen to the whole message and call the number they had on a recording. Then after telling them I am not interested in there service they then tell me that I owe $7.00 for a month of service. I explain I have canceled the service and they say they have no record after telling them again and hanging up on them they continue to call and are now saying I owe $14.00. Now the service is no longer on the car radio and still charging me for the service.
    I suggest very strongly that anyone interested in service with XM or Sirus to run. Hang up on them and don’t give them any information you will be sorry!

    Randy 5/4/10 6:08PM

  • You are all so right. This company has the absolute worst service ever. Have been told XM was cancelled on a vehicle that was sold. Still going six months later. Had to call several times to get this resolved. Now trying to cancel another vehicle that was sold, waited 15 minutes to talk to someone only to be dropped. Spoke to next person for 30 minutes - then was told their system was down and they can't cancel. So I need to call back in an hour.

    Anonymous 5/3/10 6:42PM

  • I found the service wonderful;however, customer service is lacking. The wait time to speak with someone is horrible. I wanted to add some of services to my account, but I am not going to cancel my account. I was dropped several times trying to reach someone to talk to.

    lookforsolutions 5/1/10 11:55AM

  • We also had a horrible experience with XM. After being a customer for over 5 years, we had a terrible time with Customer Service. When my husband called to see what options were available for him as a renewal, they yelled at him about a $19 balance(which we never even knew about)and wouldn't give him any renewal options, yet they kept calling. Finally, I called one last time, after much back and forth, they agreed we had cancelled our contract, but said I needed to talk to someone else about our bill.That person( who was not in this country) obviously had a script but after 10 mins zeroed out the balance, but said I needed to go back to Customer Service to cancel! What a run around! I refused. I had told customer service to cancel the service, my obligation was over.

    Kathims 5/1/10 10:22AM

  • Absolutely ridiculous level of customer service. Never again. I tried to cancel and as soon as I said that I was transferred to "someone who could help" which took 30 minutes on hold to get to and then her computer wouldn't work. I asked if my account was canceled and she replied that it was. I told her, "Good enough, I'm not paying another dime and will dispute all future charges." Fortunately, I had the credit card company on the other line effectively conferenced in so they noted my account that it was canceled. It sure was easy to subscribe. . .

    Anonymous 4/30/10 5:53PM

  • I've never had such poor service and experienced such deceit as with xm. They lie and overcharge and are very difficult to get answers from. I will never subscribe to xm again.

    Anonymous 4/30/10 12:33PM

  • I too had problems cancelling my service. On March 16th I was charged a yearly subscription without receiving a notification that the funds would be taken out of my account. I called on March 17th to cancel my account and asked for a refund. I was told I would receive a refund and I could send my bank statment reflecting the overdraft fees if there were any and I would be refunded for those as well. On March 30th I was called by accounting and asked to send my bank information again as I had blacked out some of the names for charges. I did that. On April 7th I refaxed the information again because I was told they didn't have the information. On April 22nd I was told a check for 184.00 had been requested on March 17th and I should be receiving that soon. On April 29th I received a check for 170.97. The amount taken from my account was 188.35. I've filed a complaint with the New York BBB and I tell everyone about the wonderful customer service (Sarcasm) I have received. If I don't receive satisfaction regarding the remainder of the monies owed, I will have to pursue other avenues. XM Radio is the worst!

    crazy2all 4/30/10 7:45AM

  • it took me 9 minutes to reach a "live person" during my first call to customer service and was promptly "dropped". it took approximately 19 minutes to reach a "live person" during my second call.

    love the product; HATE the company. internet radio and other competition will force XM to either improve to remain competitive or dissolve. i'm betting it will dissolve.

    Anonymous 4/30/10 7:14AM

  • I am now on my 3rd radio in less than 3 months. An unauthorized charge appeared on my credit card which both my bank and I attempted to investigate. The bank finally canceled the charge because they could not find anyone who could explain the charge. The third replacement was represented as an upgrade to my current radio. When it arrived I found that it was vastly inferior to the higher priced model I had purchased. Customer service is a joke. Should be called Customer Dump.

    disappointed in NH 4/29/10 10:56AM

  • Worst ever service

    ravcollins 4/28/10 2:22PM

  • XM charged me for a lifetime membership 3/11/10 without my authorization. I have called numerous times to get my refund which they keep telling me is on its way, but they need to investigate it on there end to find out why I was charged a lifetime fee instead of a 5 month promo we agreed to. This ordeal has been very time consuming - everytime I call, I am put on hold several times - the calls average 45 minutes each time! I should send them a bill for my time!!

    brooks 4/27/10 11:39AM

  • XM mistakenly signed me up and charged me for a lifetime membership almost a month and a half ago. I have called them six times to get my money back, and I have been promised a refund each time. I have yet to receive a refund. This is the most frustrating experience I have ever had with any company.

    nnagflar 4/26/10 11:21AM

  • so frustrated....this is now the 4th time in the last couple months my on line acount has been deactivated....I bought a life time subscription prior to a monthly surcharge for net use. But their system doesn't recognize that and keeps bumping me off.

    I am on hold forever, in some other counrty, usually have to go up 2 levels to have someone verify the lifetime purchase date and wait a few hours to get the problem corrected. It appears this will be an ongoing problem, they should just send me an additional radio for my work and I will carry my home radio back and forth because not being able to tune in at work is a pain.

    JEANNENOWAK@GMAIL.COM 4/23/10 7:23AM

  • Terrible outsourced customer service, barely speak English. Loud shouting and noise in the background, making it almost impossible to understand. They hardly know their own product, everything is answered with "let me check....."

    When I was with Sirius I don't recall these issues. They have gone down hill sharply. By far the worst over phone customer service I have had the displeasure of dealing with.

    Charging $2 simply to give me an invoice?! This charge was never mentioned before, and apparently you have to sign up for automatic billing to avoid the charges. Ridiculous!

    Chadwickhugh 4/22/10 4:36PM

  • Terrible customeer service!!!!

    I come to find out that I was talking to people in phillipines. They were very hard to understand and communicate. They were laughing and joking in the background as well.

    I had to call 3 separate times because the first lady was a complete liar. She fraudulently promised me 5 installment payments at a discouted rate. I come to find out that she had charged me the original full amount in lieu of just charging the first installment payment at a discounted rate.

    The second guy gave me the wrong fax number to send in the proof of account charge. They did not even have a record of their charge.

    I told the third and the last lady that this would be my last call. Beyond this call, I would cancel the account and talk to everybody I know about the "WORST" customer service ever dealing with XM radio!!

    UNHAPPY XM USER 4/22/10 3:12PM

  • What a disappointment. The few music stations I listen to seem to have a playlist that just repeats every couple of days. As a baseball fan on the west coast I am annoyed when the game I want to listen to is not started on time because there aren't enough channels. Tonight the baseball game I wanted to listen to wasn't broadcast at all on XM. The reason given was that the channels were taken up with hockey. I'm paying money for this? Not any more.

    Anonymous 4/21/10 7:40PM

  • I think XM radio does not have any customer support . They are only one way , charge your card , take your money and you are on your own . Treied to call them numerous times only to be put on hold with Phillipines who either barely speak English or not at all .and after 50 minutes or so and after trying four times I gave up . What a sorry service .

    Anonymous 4/20/10 11:24AM

  • I am not certain how this company gets away with what it does - increased fees from one year to the next without notice - invoice fees - no authorization - no contracts - etc. - horrible customer service

    zipra 4/19/10 1:56PM

  • This is the worst freaking customer service I have ever had.DO NOT SUBSCRIBE to the company.They overcharged my accont in FEB..I called March 1st to get my 140.00 refund and it is now April 19th and I have not still received it.Everytime I call i get outsourced to the Phillipines and all they do is hang up on me.Im so don with this company

    shaybaby0330 4/19/10 12:43PM

  • Awful customer service--the phone automated voice recognition could not understand me, yet I teach English and speak well. The customer service rep, from another country was non-communicative, was on hold forever. Phoned back because I was disconnected-twice. Am yet again on hold with a non-communicative customer service rep with a horrible accent. This is awful. The issue is not resolved--need to switch to another credit card number for billing because my old account was closed due to fraudalent activity. I only need to switch credit card accounts. What's the problem? Still on hold . . . Nope. Disconnected again by, I suspect, customer service reps who are imbeciles.

    itznukin 4/18/10 10:31AM

  • I asked for my radio sub. to be canceled .... guess what the next billing was on my card!! Try to get thru and wait on hold hold hold!! Terrible customer service!!!
    !!!!!!! Don't order it ... because you can never get rid of it!!!!

    Anonymous 4/17/10 5:20PM

  • AWEFUL COMPANY!!!!!!!!!!!!!. DO NOT SUBCRIBE TO THIS COMPANY. I was told i have to wait 4-6 wks for a refund because they messed up and charged me $127 by mistake! when i called back in 6 weeks, the lady (from another country, obviously), told me it would take an additional 6-10 weeks. are you kidding meee!!!Why do i have to wait that long to get my money back when they screwed up. It didn't take them that long to charge me. THIS IS RIDICULOUS!!!!!!!!!!!!!!!

    XTRMELY UPSET 4/14/10 1:29PM

  • Worst customer service I have ever experienced. Hung up on numerous times, no call backs as promised. Service has been interupted three times in last month even though my subscription is still good for 5 more months.

    XMSERVICESUCKS 4/13/10 9:35AM

  • XM radio charged my account incorrectly for another subscribers renewal. I called customer service after seeing the charge on my debit card. They said they could not correct the issue right then after a 40 minute wait on the phone. We finally received a call saying a check would be mailed in 2-3 weeks. It has now been 6 weeks and no check. This is the worst customer service I have ever received.

    Anonymous 4/12/10 4:24PM

  • Have to say that I was upset at the runaround I received when I tried to cancel the renewing membership for one of my radios. The radio does not operate and is not under warrante even though I purchased it from your company less than one year ago. I was told that I must wait until April 18 to avoid a $75 early disconnection fee for a RADIO THAT DOES NOT WORK!!! and that neither you or Pioneer WILL REPLACE. POOR CUSTOMER SERVICE by both companies.

    not happy 4/12/10 12:54PM

  • I read about 10 of the complaints re xm customer service i am appalled that we have to go through this can't wait til a new satellite radio company starts i will drop xm in a heartbeat. waited 22 minutes on my cell for a supervisor and she hung up on me bcuz she said my xm was working and i said it was not. i had a problems with them when i 1st started, really bad or no training @ all did get to talk to an american and she really did try to help. i agree probably the worst company or a close 2nd

    sandy evans 4/10/10 6:04PM

  • I have a 2010 Corvette xm radio 24NV1182 that has a year trial plus I have a $144.13 credit from a prior account. When I tried having the credit added to my radio it was turned off. Now I am being told that my radio has a problem and can't be turned back on until the problem is resolved. This has been going on since March 25th. What do I have to do to get service? I am told there is no date or time that I can expect the radio to be reinstated.

    yngagn 4/10/10 11:49AM

  • Good luck on getting thru to their so-called customer service. Wait - Wait - Wait - then they disconnect. Worst customer service ever. If they do answer, you can not understand their voice because of heavy foreign accent. The only word that is clear is "NO". If you use your credit card -- you will be charge for extra charges you did not OK. When your subscription is over they automatically charge your card whether you want the service renewed or not.

    Anonymous 4/10/10 6:43AM

  • They charged my CC without my consent.
    I was furious. I had a 59.00 credit on the account. They charged me for 105.33. I cancelled my service and disputed the charges.

    I had to Call 3 times with an average call time of about 30 minutes. Each call they said they would take care of it. They lied each time.

    I love xm. I got it the day it was available. The Customer service however is awful. Charging my CC without my concent is stealing.

    chilliplow 4/9/10 10:57AM

  • I too have found XM to be the WORST company I have EVER had to deal with. I would give up my service in a heart beat if I did not like the radio so much. The company is run by people who have no customeer service skills and barely speak english. When they do not want to deal with your problwm they hang up on you. With the economy so bad why are they scraping the bottom of the pool for such poor employees? I have left an email to customeer service about my problem...no one ever contacted me. Is anyone there?

    Anonymous 4/9/10 9:19AM

  • I have been trying to get my refund for 3 weeks now. I was told their system did a "back-up" and it missed my refund. Now they are telling me that it is going to take up to 2 more weeks to process my refund. I found out the person I was talking to was NOT in the USA. The Phillipeans. I tried calling 6 more times to speak with someone here but ended up speaaking to Southeast Asia,Jamaca ontop of the Phillipeans. This is why our country is in such bad shape

    tcconner 4/8/10 3:14PM

  • WOW...It would help alot if they could at least speak english. Then she asked me what the rate of tax was in my country!

    Anonymous 4/8/10 11:42AM

  • I've had XM for almost five years. My 2005 Element came with the free trial. I absolutely HATE their customer service department. No offense to anyone, but the language barrier makes it difficult (XM customer service is outsourced to India). I haven't had any major problems that required me to call them, so I'm thankful for that. But it took them nearly a year to change the default email address on my account because they couldn't understand what I was saying.

    lthornton 4/8/10 8:01AM

  • ABSOLUTELY DREADFUL CUSTOMER SERVICE. I'VE BEEN TRANSFERRED FROM 1 REP TO ANOTHER AND I HAVE TO START ALL OVER WITH EACH ONE. IT TURNS OUT THAT THE "REPEATER" IS NOT WORKING IN MY AREA, SO THE SIGNAL IS NOT REACHING THE RADIO. I'M NOT THE ONLY SUBSCRIBER AFFECTED BY THIS, AND WHY DID IT TAKE 2 DAYS FOR THEM TO FIGURE IT OUT???????

    MKEANE1949 4/7/10 8:59AM

  • If you buy a car, don't give your real phone number cause these Ftards will call your house constantly - report to the FCC for every abandoned call.

    fgarvin 4/6/10 5:07PM

  • xm radio has the worst service I have ever had. They lie, andcharge you for service which I have not ordered. Calling them has noeffect. Someone will call you must be in the training manual, with someone will contact you shortly. No one calls or contacts you. I don't know if the BBB can do any good with this company. I can see why they sold out to another company. My next move is to contact corp, and see if my problem with them of charging for service not requested is cancelled and my account corrected.

    Pete 4/4/10 2:47PM

  • The customer service department at XM Radio is the by far the WORST group I have ever dealt with. They have NO CLUE.

    CH 4/2/10 1:42PM

  • Got a new car with XM back in November. After the "free trial",XM sent me a bill for a 2 year subscription. Called them up, said "No thanks" and cancelled the service. Followed up with a letter of cancellation. A month later, another bill is sent. So I make a complaint through the Better Business Bureau , and send another letter telling XM that I don't want their service. What does it take to make XM understand that I don't want their service?

    johnm 4/1/10 9:16PM

  • I am having the same problem as many have reported here (have since November 2009 when I bought the first of 3 radios that I have gone through trying to get one to work). The countless and fruitless hours I have spent with customer service is the most agonizing part.

    I would strongly discourage anyone from subscribing to XM, but if you do so anyway, do NOT prepay for a year in advance.

    Anonymous 3/31/10 3:49PM

  • XM Radio has, hands-down, the worst customer service I've ever dealt with. We tried to call last October (when we received the renewal notice) to renew the original annual subscription before it expired at the end of November. The overseas incompetent at the 1-800 number just could not figure out for the life of her why we would want to renew a month before our subsciption expired. After considerable explanation and effort, she seemed to get it, and said she'd run the charge on our card. She never did. When the radio got cut off, we called and (finally) talked to a superviser, who said the previous customer service lady had messed it up. He treid to fix it. Things went well for about a month, then the radio got cut off again. I called and tried to talk to numerous customer service reps to fix it (for 50 minutes of phone discussions), but to no avail. I tried to call and speak to a supervisor, but was denied numerous times (it's as if they will lose their jobs if they have to pass you on to a supervisor, and they try everything in their power not to do so). Finally, I just gave up (since the service had been terminated anyway). Then, a month later, I get a "Collections" notice for $15. After another lost half hour of my life on the phone to try to speak to a supervisor, I have now paid the $15 and cancelled the account for all times (or at least so I think based upon some of the other comments on this site). It's a real shame--I was an XM enthusiast.

    Anonymous 3/31/10 6:52AM


  • Dear Ladies and Gentlemen,
    I believe XM used deceptive business practices so I will not pay them because they did not honor my request to cancel my service.
    When I requested termination they put the hard sell on me to continue for the term they had already charged my credit card for. At that time I said "Okay, just don't charged my card again ! " " Cancel it now for the end of this term ! " I know they are on life support, but could they be a bit more honest with their customers ?
    They also make it very difficult to contact them by telephone. I just gave up.

    I use the internet for my media content.

    delos2@me.com 3/30/10 3:58PM

  • I have been using my checking account for over 15 months to pay for the service on my account that has been automatically withdrawn. I received a late notice, stating that I will be cancelled if I do not pay the bill immediately and will be turned into the Credit Bureau. I tried to contact the Company but I can not understand only every other word
    that is spoken. By having a lot of jobs overseas is why this Country is in a hole. These big Companies pay cheep labor & keep all of the profit themselves, instead of passing some of it on to their consumers. Shame full behavior of them.



    stag 3/29/10 7:17PM

  • I called to check on my bill. The first guy hung up on me when I couldn't understand him and asked where he was ... the second was of no help either ... too aggravating! I'll just go back to regular radio.

    Anonymous 3/29/10 2:43PM

  • I was just on the line with someone for 10 minutes to get 1 question answered and didn't ever get an answer. They transferred me to someone else to cancel my subscription and in the middle of that conversation I was either hung up on or the call was lost. I don't know but seriously you need to get your act together on the customer service side of things.

    Anonymous 3/29/10 5:50AM

  • We loved XM radio until the royalty fees and then discovering we had been paying way too much when we had been originally paying a much lesser fee.

    Today I went to sign in, we had cancelled two xm radios and had one left. I couldn't sign in. I had to call. I was also told I had to give them an updated credit card before I could sign in. ????? Apparently my cc was soon to expire. So heck with it, I decided on the spot to cancel the last radio because of the ridiculous and phony reasons to get my updated cc information.

    Then I was told they were going to give me 3 months free. No, although I gave it a pause, but no, because.....yup, it isn't that easy, there are strings attached.

    We will never, ever used them again. They are dishonest, crafty, rude, hang up on you. When I called to cancel the first radion, I was hung up over 30 times. I finally found a USA phone number and had no problem.

    woolly 3/28/10 12:40PM

  • First off, i love XM radio, but there customer service is worthless, here's what happen, XM automacticly billed my credit card in Jan. 2010 for a 1 year subscription after i had already paid for a 2 year sub. in Jan. 2009, after i called and spent 2 hrs trying to explain this to them, they ended up cancelling my sub. and i in turn had to cancel my crdit card, i ended up losing 1 year and i did finely get a credit from XM for the difference, XM did credit my credit card acct. (for the extra year i purchased in Jan. 2009 and for the extra charge for Jan. 2010) but i had to call the credit card co. and ask for a check, since i had also cancelled the credit card. (I did get a check back from the credit card co. but not without a few phone calls and reasons why i had to cancel there card)
    Unfortunitly i had to call XM again to establish my XM acct. it only took 30 min. this time, but this time i told them to send me a bill and i'll send them a money order,(not a check from my Bank because i don't want even want XM to know my Bank acct.), once XM received my payment they activated my acct. this went off without a problem
    Lesson Learned - Don't pay XM with a credit card, I don't care how good of deals they give you to pay by credit card, i'll the pay the extra $20, instead of XM automactily charging my credit card and putting up with there worthless customer service

    Anonymous 3/28/10 9:55AM

  • I have an xm in my chevrolet. I love the radio. We decided to use a portable in the ford. I paid for it for 1 year. Cancelled the portable one because they would not put it on a monthly bill like the chevrolet. On March the 8th they charged my account 124.50 without permission because it was cancelled.I called customer service and wanted a refund. They charged me for days in March even through it was cancelled in Feb.Told a refund would be posted to my credit card(83.22). Called on March 25 and was told they just credit my account. I want my money refuned to my credit card. She said 72 hrs. If I don't received it I will be posting again.I think the 5 months for 20.00 was to keep me hanging around.I will decided at a later day.

    Konnie 3/25/10 2:06PM

  • I traded in a vehicle that had remaining time on the subscription. When I called to cancel, I was told a refund would be coming back to my credit card. This was on 02/21/10. I am still waiting for the refund. Repeated call have resulted in no action by XM. They state the refund is with the billing department but they have no numbers or ability to transfer a call to the billing department or way to contact this dept. I have cancelled the subscription for my new vehicle. I would never recommend anyone to subscribe to this service. Customer service with this company is the worst. They do not seem to care the poor rating they are receiving. I do not expect that I will ever receive the refund. Buyer beware is all I can say.

    ex customer 3/25/10 8:17AM

  • Awful experience trying to cancel service. I have been trying at intervals for the last 3 months; a person finally answered the last time I called (after being on hold for "only" 5 minutes) and then told me I would have to be transferred to someone else to cancel. I was on hold for 21 or 22 minutes before I finally hung up. I got a response to 1 email (the first email was sent in December; I finally got one back after I sent 4 while waiting on the phone). I was told that I didn't provide enough information for them to cancel me and they need to verify I am who I say I am (in case I would be an impostor trying to cancel some stranger's account?). I am extremely frustrated. I did like the actual radio service, but I will trust XM again. I'll wait until there is some competition on the market before I subscribe to this type of service.

    lisam 3/23/10 3:15PM

  • XM Radio has up loaded the software for my radio three times and it still does not work, either they don't listen to me or they just can't get the right program together that works for the sportscaster, now I know they don't made this radio anymore but mine has work fine till it was blocked for lack of monthly payment and now that payments have been corrected they can't get it togather.

    Anonymous 3/21/10 2:47PM

  • xm radio took $600+ out of my account when they should have only taken $12.We were told on the 9th we would have it refunded by the 13th. 9!!! days later we STILL don't have a refund because the CS person forgot to send the refund request. and NOW? It's going to take 7 MORE days to get a refund. XM, you suck and I plan to tell the whole world!

    Tina 3/18/10 6:55AM

  • U.S. XM/Serius corperate center which has a call center as well, but is generaly only for esclated customer service (apperantly they hate the asian call center just as much as we do) number is 202-380-4000. make sure that you select 0 to speak with the operator, if you use the automated to get customer service, it only forwards you back to the asian call center. kind of miss the service, but there customer service is a deal killer.

    Scott C. 3/17/10 11:13AM

  • I am and was a customer of XM Radio, on till I spoke to one of your managers, he was a male, I do not remember is name, sorry. anyway, My tale began on the 8th of March 2010. I called into your customer service to tell them that I was unable of afford the lifetime payment of $100.00 per month for 6 (six) month but, I was able to pay a quarterly radio subscription, the customer rep said, ok, no problem. She then began to sign me up for the quarterly and told me if I paied by direct billing that she would take $12.00 of my bill, great I said, do so. she proceed with the transaction and told me to call customer service and tell the rep to wave the life time subscription, because she could not do it a her terminal, which I proceed to do, with another customer service rep. (this was a trick or something?) The other rep said ok, and I Hung up. the next morning while checking my bank account I noted the the sum of $145.00 was taken out of my account along with the $52.00 for the quarter. A total $197.00 was taken out of my account. I was Pissed!!!, I proceeded to call XM to find out what was going on, then the trouble begins, the customer rep told me the the life-time membership was nonrefundable, I ask why the first customer rep did not tell me that, instead of taking my money. I then ask to speak to a manager, the manager told me the same thing, then I said, refunded my $52.00 I paid for the quarterly, he said no, I said that it was BS, and said keep the money and hanged up. later that day I found out that my radio was cut off, WHY? $197.00 was taken from my account and my radio was cut off. WHY? I tried calling back the next only to be placed on old for almost 2 (two) hours. the end. WOW!!

    Anonymous 3/16/10 4:43PM

  • Someone needs to stop them! I had a trial subscription and signed up for 1 year at $77 they charged my debit $23.05, I didn't notice. They shut the radio off early Feb so I didn't think anything of it, just got busy. Last week a COLLECTION agency called wanting $30.12 I spent OVER 3 hours on the phone with the foreign land, and talked to more than 5 people. The last guy said my card was associated with another woman in another state! He checked my card number found the credit and reversed the $30 charge with a confimation #, on Monday they chrged my card $236.14 completely UNAUTHORIZED their computers are down so I can't get it straightened out, but I'm afraid to give them my card number again! Apparently the helpful guy on Friday lied to me and charged me. I don't know what else to do!!! Trying to find corporate address to write a letter!

    andrea32738 3/16/10 12:18PM

  • I say we start going after companies like Best Buy that sells there radios. Maybe they can place some presure on XM Radio to stop this poor customer service. XM stole money from my account and will not refund it back to me. I didn't know a company could be this bad it this day and age. This is the worst company I have ever had to deal with in my life. Everyone who has had a problem with XM needs to contact where they got the radio from. If it came with your car call the car company some one needs to stop this fraud.

    tboone 3/16/10 9:09AM

  • I Have tried 8 times to swap one radio account for a new radio account. I have gotton 8 different solutions. none worked. how hard can this be.

    Grego 3/16/10 6:24AM

  • I'm glad that I see these post. my free trial is up and I almost gave the COMPANY XM SIRIUS my credit card. I thought it would be better to read up first and Thank GOD we did.
    Well SIRIUS your not getting me.
    I can not understand why a company gets away with this. They must have screwed a congressman or maybe even the attorney General
    at one point. where is the competition.
    AOL is the same way. we had to go thru pure hell to xld or service with them.
    I went out and purchased a apple mp3 player and we are now putting our songs on that.why the hell should we pay for radio anyway?
    I remember xm during the trial and they had advertisement anyway.

    Scott 3/15/10 7:32AM

  • The predominant message here is lousy customer service. I have em-ed the co. several times over the past several yrs and like others here, get a stock answer to simple ?'s. It starts at the top, if it wasn't for baseball I'd dump them.

    Al 3/14/10 5:31AM

  • Boy, I wish I knew about this website before.
    Bought a new car with XM trial 3 months, had a prior radio called to cancel that radio and put the new car radio on 3 months. Well they cancelled the temporary subscription and the old radio but did not activate the new radio. Five calls to a foreign land ( No one knows what April 15, means so that was a giveaway not in US)all they could do is send a "refresh signal" one even said the Radio ID is blocked and maybe refresh will help. Unable to get anyone who is a supervisor, hung up on me when I asked where the hell am I calling so I can send correspondence. Now I am drafting letter to Sirus Corporate, NY Better Business Bureau,FCC and will cancel a service I really do not even have as they disabled the radio. They owe me for cutting off the trial 3 weeks before it expired.

    Keith 3/11/10 6:01PM

  • these people stole money from my checking account and I can't get them to put it back someone should shut them down!

    D.C. 3/11/10 1:32PM

  • I sent back their notice that my subscription was running out with my statement that I was not renewing. Now they are chasing me for money for a period that I had canceled. Very bad treatment of a customer who might have gone back latter on. I will never consider their service.

    Jack T 3/11/10 7:10AM

  • These people are all liars!! I am trying to get a refrund after canceling my service. Its impossible..they all tell you something different,when you can understand them. I will never use this service again. Beware!!! They will lie to you.

    none 3/10/10 4:06PM

  • I renewed my contract w/ XM on Dec 8th and then cancelled it Dec 9th. I am still waiting for my refund of $162.68 and it is March 10th. I keep calling and I keep getting ALL different answers everytime I call. Nobody is trained properly. You can tell their reading off paper on what to say. I am so aggrevated with this company that I contacted The Better Business Bureau on them. They wont credit my checking account back and I dont know Why. This is the most unprofessional company I have ever worked with and have made 4 of my close friends either cancel or not sign up because they r rude, not 2 mention they kept me on hold for 45 mins one time and u get people who dont speak english. Your gonna have a law suit against you if you dont shape up and start treating us customers with the respect and courtesy we deserve.

    Anonymous 3/10/10 9:33AM

  • I have owned my own company for 15 years and I have to say I have never had such "POOR" customer service as I have with XM radio. I paid my bill with a check and they billed my charge card AND cashed my check which has cleared the bank and now they are saying they never recieved my check. This has been going on for 1 year now.........Please beware and DO NOT give them your crdit card info. Also if you do not call and cancel your service they charge you another month.......I really cannot believe they can get away with all they do.

    Klas 3/9/10 4:17PM

  • THIS COMPANY DOES NOT CARE ABOUT CUSTOMER SERVICE. THEY TAKE YOUR MONEY AND DO NOT RECIPROCATE WITH RESPONSIVENESS AND ACCOUNTABILITY, WHILE REDUCING SERVICES. IF YOU EXPERIENCE ANY PROBLEMS WHATSOEVER, YOU SHOULD CONTACT THE CONSUMER AFFAIRS DIVISION OF YOUR STATE. IN NY STATE THIS IS AT http://www.nysconsumer.gov/

    JAGILMER 3/7/10 6:13PM

  • Cannot cancel a radio. Put on hold for hours. Will not purchase XM in future

    Anonymous 3/7/10 2:41PM

  • Travelling and wanted to add Nascar channel but was placed on hold for 9 minutes with only music. Not very good customer service.

    Anonymous 3/6/10 8:33AM

  • Ladies and gentlemen, please relay your transactions and complaints to consumeraffairs.com, the BBB in NYC, the Federal Trade Commission and Angie's List also. To hell with these people. They should not be allowed to continue to conduct business.

    WayneW 3/5/10 9:39PM

  • I called XM three times today and each time was horrible..Finally some guy named WATSON who is a supervisor got things straight..I thought!! Wow was I wrong!..we set the deal up and he said the system froze and he would call me in 15 minutes. 45 minutes later, no call..I called them back and the operator told me there were no notes on my account and what could he do to help me??? I just laughed! He then mysteriously found out it was WATSON that talked to me..He then put me on hold so he could get WATSON..guess what?? about 5min later he comes back and WATSON had gone home for the day!! WOW!! people, how XM is in business I have no clue! You can not throw money at these people!! the operator told me he would have WATSON call me first thing in the morning, I told him thanks, but shove it!..I will be smiling when I return my XM to Best Buy! I'm so glad I got out before I paid them anything!! what a pathetic excuse for a company!..XM will fail folks..no way to make it in business like this.

    xmsux 3/5/10 9:21PM

  • This is the worst customer service experience that I have ever had to deal with. Im not exaggerating to say that I have had to call at least 30 times to try and get my issue resolved. Extremely disappointed with their dishonest policies and service. Seeking legal help to sue the company.

    Anonymous 3/3/10 10:53PM

  • Very frustrated at your customer service. First off, they should be trained in speaking cleary and not stumbling over reading the customer Q-Cards. I spoke to three people that all were speaking too quiet and stumbling over words. I called to cancel because cost is too high and I was ready to take an offer they proposed of $23.05 for five months but they said they could not guarantee I would receive a letter after my five months were up to inform me to cancel or resubscribe. So no guaranteed letter and then I risk the chance of them billing my credit card with a higher price without my consent - no thanks. I will miss my XM but not enought to deal with customer service like this.

    Anonymous 3/2/10 8:53AM

  • I was trying to find out why the free on line XM Radio was cancelled. What a frustration...Your customer service sucks. You should have people who can speak and understand the english language, not some foreign speaking person. What is this country coming to!!! I will be looking for another service.

    Anonymous 3/1/10 4:20PM

  • good luck in cancelling your account.....I havent used their service in two years...I went thru the process of cancelling in June 08...I thought all was cancelled...in Dec 09 I noticed I had been charged again, I called csr and they said they had no record of me cancelling my service, so I went thru the process again on 2/22/10.....they gave me a cancelletion confirmation number, said the prorated balance would appear on my credit card acount in 2-3 days....I asked for a letter with cancellation proof, they said all they would do was send me an email confirmation, as of today (2-27) NOTHING!! I called my credit card and to add insult to injury I have been continuously billed every 6 months since 6/08 (4 pay periods now)

    WHAT A BUNCH OF CROOKS....I may have to cancel my credit card if this doesnt get resolved to avoid another payment being deducted

    stardog53 2/27/10 11:05PM

  • I was a long time subscriber, but I cancelled (Feb 2010) when my credit card statement did not reflect the charge I agreed to over the phone. Without telling me, and with NO authorization, they added over 30% in fees/taxes to the amount I was told I'd be charged.

    I gave them a chance to redeem themselves. Their proposal was to refund less than HALF of the fees they hid from me in order to gain my renewal. These fees were hidden all the way until they were pulled from my credit!

    Had I not checked my statement they would've gotten away with robbery, as I'm sure they do regularly. Watch you statement if you stay! Otherwise, please boycott and raise awareness to demonstrate it is unacceptable for XM to assume free reign over consumers credit.

    David 2/27/10 11:24AM

  • I have XM radio in two cars and, as well, have XM aviation weather in a plane I fly. I paid for an annual subscription for the plane, but XM continues to try to charge me again on a monthly basis. Each time I have had to fix (two so far, one in process) it has taken 3-4 calls and several hours. Worst customer service I have ever, ever, ever seen!!!!

    ken19010 2/27/10 10:44AM

  • I, too, was charged bogusly for 3 radios that I did not order and 3 quarterly subscriptions. Seems their outsourced workers "forget" to clear the previous customer's history cache (so I was told), and the next customer's order goes on the previous. in this case, mine after I gave them a new debit card number for monthly auto billing. It took 3 days and hours on the phone to finally get confirmation of a refund, the worst customer service experience of my 53 years! I am a 35 year veteran of terrestrial radio, and if my company would treat clients the way I was treated, I would be fired and my company would be out of business. I have written e-mails and made telephone calls trying relay my experiences to some one up the corporate ladder (including Mr. Mel Karmazin), but no response at all---still---going on 5 days later. Unacceptable. Needless to say, I am a former customer, and highly urge all to avoid this company (on the verge of bankruptcy) like the plague!

    WayneW 2/26/10 8:48PM

  • WARNING: Be careful of XM Radio. They are crooks. I went through a whole long problem with them three months ago...first they took money out of my account for a second radio I never had. After a full day and a half of dealing with it, I finally got that taken care of. We worked out a deal where they gave me a few months of XM service for free, and told me the next payment would be automatically deducted March 1. Yesterday I noticed my XM Radio was turned off. I called them and they told me the reason was because I owed them money for that last period of time. I was so mad. I spent another hour and a half on the phone with a rep. Then I insisted on speaking with a manager. An Indian gentleman got on the phone, and I have to be honest. He didn't act like a manager at all. I don't believe he was. He started yelling at me and trying to tell me I was wrong, and came up with some insane reason why, having to do with that second Radio ID that I never had at all. Then, when I was not letting up, we suddenly got "disconnected". I want to sue them, but at this point I feel like I'm just going to pay the money and cancel my service. Just beware. Look at all the hundreds of comments like mine!

    Anonymous 2/26/10 3:48PM

  • This is the worst customer service I have ever experienced. I tried calling to give XM my new credit card information. It seemed to me that the woman I was speaking with on the phone was asleep. I gave her my account number several times. She blamed me for not hearing all the numbers correctly. I gave up and told her I would mail my payment with the new info. Also, I can never get my XM account number to pull up. I've gone over that with customer service before and they can't seem to solve the problem. I am seriously thinking about cancelling my service with XM.

    Anonymous 2/26/10 1:39PM

  • I wrote the previous comment. Well the phone was on but they charged me for an additional year. So annother call as in order. Finally got a person who sounded like they knew what the hell they were doing. I hope everything is OK now.
    She was very helpful but it took 5 days and
    5 calls to get it straight. I needed to got her day one. They really need to do some training.

    Anonymous 2/26/10 1:00PM

  • If you call 800-998-7900 you actually get someone that speaks english. I won't bore you with all the details but I've been out of service for 5 days. 3 calls to India...1 unanswered e mail and a 15 minute call today.
    I should be reset but I've heard that before.
    Good luck with your problem.

    Anonymous 2/26/10 9:41AM

  • If you have been wronged by XM/Sirius, please stand up. Pulling unauthorized funds from consumers' credit is not acceptable!

    It is shocking how regularly they are doing this. (do a quick "Google" and you'll see what I mean)

    The complaints on the following site are numerous and very recent:
    http://www.consumeraffairs.com/home_electronics/xm.html

    Please add your experience, as consumeraffairs.com seem to have a potential for action. If anybody has other sites to raise awareness, please list.

    Andrew 2/25/10 11:37AM

  • BEWARE!! Today was te second time I tried to cancell my XM subscription. I had been a member since 2002. I spoke with a person today that did not grasp the English language. After telling him that I wanted to cancel, I was put on hold. After a 30 minute wait( yes, I was determined) someone answered the phone and hung up on me. I found this website and called 1-877-967-6720 and spoke with Jake. No last name, just.....Jake. After about 20 minutes of asking why my account was automatically renewed,hejsut stated that it was explained in my service agreement. When I asked for an explanation of why I never received a statement prior to the Collections Notice, he had no answer. I have talked at least 4 friends out of getting the XM/Sirius service just for the simple reason that cancellation is a pain in the rear. I am very surprised that the auto renewal is legal. Bottom line is this: When I signed up for XM it was XM not a combination of the two. There were hardly any commercials, I could stream online from any computer. Now with the merge.... channel lineup changes, spotty reception( hello it's a sattelite) and lack of customer support. I am finished with XM. Jake was not the nicest person but, my account was cacelled. Good Riddens. Good Luck to everyone, not anyone, who has to go through with this too.

    Anonymous 2/22/10 4:54PM

  • Our first clue that XM had not canceled our subscription as we requested by phone was when we received a notice from a collection agency. We have attempted to contact XM by phone, but have been cut off once we get to a live person. We've notified the FTC and the BBB. Don't use this company.

    jen 2/22/10 11:36AM

  • Due to the volume and consistancy of the complaints on XM, it seem likly that the Customer service problems are not a result of business incompetance or neglect but rather intentional, systematic predation on the American public. My experice has been that they will not acknowledge a cancelation over the phone. They offer you discounts at first then refer you to the "cancelatio department' where the real hardball tactics take place. Long waits, no muzak, then line goes dead. Even if they say they acknowledge the cancellation, the bills keep coming. NEVER GIVE THEM YOU CREDIT CARD NUMBER. They see it as their entitlement program. I intend to write my senators to ask for a Mass Grifting law that punishes the conspirtors in these billing extortion schemes not the share holders. Mandatory jail time or nothing. Otherwise CAVEAT EMPTOR should be required in 1 inch bold letters on all user agreements so know one should expect that the seller is honest. Business stealing is still stealing.

    Anonymous 2/21/10 10:18PM

  • I called in Dec to cancel my subscription to XM radio. I told them that, if they could not offer the same rate I had had for the previous 2 years, I didn't want service. They said there were no promotionals at that time. I just found a charge on my credit card for $24.04 (the rate quoted on their letter was less than $14/month.) I called to find out why, and they told me I didn't cancel my service. They had the note on my account about asking about a promotional but no indication that I had cancelled it. After speaking to 3 people(all difficult to understand and the last was a supervisor that I waited on the phone over 15 minutes for), he indicated that he could give me the "Promotional" rate going forward....after I had paid the $24.04. They refused to refund that amount. I opened a Dispute Case against XM for that charge. I will also report them to the BBB.

    jag 2/20/10 7:10AM

  • XM customer service is the worst ever!!!! They keep charging my credit card for a charge that isn't even mine. Then they say oh we can't find it. I've been on the phone for hours disputing it only to be "disconnected"! Don't let them charge your credit cards automatically, have them send a paper bill. Trust me it's worth it!

    33yearsmom 2/18/10 12:12PM

  • XM Radio is very slow at problem resolution. I have been trying to get a refund for two months and keep getting the run around and the issue is in billings hands, but they will not give you a direct line to billing. Very frustrating, bordering on dishonest.

    Anonymous 2/18/10 11:53AM

  • The many similar complaints lead a reasonable person to conclude that poor service and no service is job one with XM radio. The money they make while dragging their heels is criminal and should be turned over to the attoney general for prosecution.
    They keep hitting my credit card over and over even though I cancelled months ago.

    Add up the dollars in each comment posted and you can readily see it adds up to thousands of dollars.

    Where is our government when we need them? This is one of those abuses that needs to be looked into! TODAY!

    Ruben 2/17/10 4:33PM

  • Please add my comment to the chorus of XM customers complaining about poor customer service. I have been seeking a refund of my unused subscription fee since September, 2009. Intially, it was mailed to the wrong address. Between October, 2009 and February, 2010 I have called more than a dozen times to collect. Still nothing but false promises of payments in "4 to 6 more weeks" or "soon." Customer reps "Alex" at x30577 and "Gabriel" at x30609 have apparently been stymied by indifferent supervisors to whom they reported this matter. Mel Karmazin can you help me out?

    Anonymous 2/17/10 1:33PM

  • Very similar experience with the "billing" dept. Purchased a new GM vehicle in august. Received a call in November to renew with a special promotion. I told them I didn't purchase over the phone, but send me some info and if interested I would get back to them. Decided I wasn't interested, so I never contacted them back. Today, I received a collections notice from EOS CCA (the enforcer division of XM) and a statement from XM. The collections notice said I owed $28 past due, the statement said I owed nothing past due but next month's service was $28. I called the enforcers and they were first rate jerks. I called XM and after being cut off once and put on hold for 15 minutes, I got some guy named Jermaine (I don't think that was his real name). Jermaine said he would cancel the collections order and zero out my balance. Hopefully he did, otherwise I will be contacing the Consumer Affairs division of the Arkansas Attorney General's office. Time will tell.

    hogfan 2/16/10 6:05PM

  • I have had xm for several years. I will not likely again, this is the biggest scam when it comes to billing that i have ever seen. I was paid up for 3 years on 1 vehichle and several months on 2 other radios. They cut off my service on 2 because the could not get my credit card to go thru, I contacted the card company to block any bills from XM. which was already paid. In the last 2 months i have received a phone call on a daily basis and i don't answer them. I have received bills in the mail 1 for $164. 1 for $132 and several for less amounts. today I got a bill for $34 from some sort of collection agency. They cut the radios off if they are not paid in advance so why are the sending bills when i don't have their service. john quad cities, Il

    mls 2/16/10 3:40PM

  • I got XM service with my new Chevrolet. In Oct I got a call from an XM rep to see if I would like to continue the service. I told him that I rarely had a chance to listen to XM since this was on a 3rd car that I hadn't driven much up to now. The gentleman offered to give me a promotional rate for the next 3 months to see if I wanted to continue the service (which I planned to do). I just received my bill and was charged the regular full rate. Your Customer service people verified that I did not get the promised rate. I could barely understand the frist two customer service reps due to their accent. After getting cut off once and calling back I finally got in contact with someone named Kong. I got no resolution with him and I won't use a service that is not trustworthy and will not live up to their promises so I have cancelled the service. It is hard for me to see how you ever hope to make any money with that kind of customer service.

    Regards,

    Larry W. Kizer

    Larry Kizer 2/16/10 2:18PM

  • What a joke XM customer service is! We purchased a new vehicle last year in May. We had renewed our 2yr XM service January before that on our old vehicle. Upon purchasing new vehicle, we cancelled old service and had the monetary credit transferred to new vehicle and subscribed for lifetime service (all in 1 phone call). Let's just say it hass been a nightmare since. At this point XM has turned off our service several times. They've turned it back on, credited our account (never the correct amount) and rebilled our account over and over again. I have called multiple times hoping to get someone who (1) speaks good English and (2) that will resolve the problem...that XM has created!!!!! The supervision consists of one person beyond who answers the phone and then they must forward the request to resolve the problem to the "escalation" dept. And, as usual, the problem only gets worse...I paid over $600 to XM last year and today I got a bill for $1490.25---ha ha ha ha! What a joke they are. Their customer service is the worst I have ever dealt with. And as customers our hands appear to be tied. I have spent countless hours on the phone with them, them telling me they can see the problem is on their end and here we are again. I am fed up!!!!!!!!!! And I am furuoius that we are being held over a barrel! No customer service and NO COMPETIION! This is ridiculous!

    realitychic 2/16/10 8:14AM

  • Just horrible. We have 4 XM/Sirius radios/supposedly 1 account. The pricing has skyrocketed and the customer service is pure hell. We are having extensive billing issues and their paperwork identifies only the account number, not the radio. XM has eliminated our online access, who knows when, so it is really hard to even know what to talk about especially when the person on the other end also does not have a clue about his/her business. My husband has spent hours trying to straighten out the mess. We have been promised paperwork showing the exact expiration dates of each radio/account. It never came and it should have arrived not later than 7 days ago. Instead, we got another unexplained bill requesting almost $500 after we were told the expiration was 2015. That is why we wanted to see it in writing. They are not getting another dime from me ever. It is too bad, we have been subscribers for more than 5 years and especially enjoy the XM/Sirius in the automobiles.

    Anonymous 2/13/10 3:38PM

  • READ THE MAIL MEL !!!

    OR ARE YOU GOING TO IGNORE THE FACT THAT YOUR CUSTOMER SERVICE IS THE WORST ON THE ENTIRE PLANET !!!
    OR PERHAPS THEY ARE ACTING UNDER YOUR DIRECT DIRECTION. DISASSOCIATING YOUR MANAGEMENT TEAM FROM THE CUSTOMER IS NO WAY TO RUN A BUSINESS. I OWN A MULTI MILLION DOLLAR BUSINESS AND AM SICKENED BY THIS PROTOCOL.
    CHAULK UP ANOTHER XM LIFEER AS A CANCELED CUSTOMER.
    SHAME.SHAME.SHAME.
    I KNOW YOUR SIGNIFICANT OTHERS WOULD NOT LIKE TO BE TREATED lIKE THIS.
    YOU CAN NOT HIDE THIS ANY LONGER.
    XM/SIRUS
    YOUR SLIP IS SHOWING!

    READ THIS MEL 2/12/10 1:21PM

  • It is 2:39 pm eastern time. I have been trying to complete a transaction over auto billing since 9:00am Frustration over disconnects, misinformation, and resistance to speak with a supervisor has lead me to cancel my 2 radios after many years of service. In fact, I believe it was the 1st year of availability when I signed on.
    I never have written on a wall like this, however I believe it is of others interest to know of the poor business conduct and communication that exists with this XM/SIRUS merged company.
    Is now ipod dics and I will still get the news from my blackberry as it happens. I will get my $567.00 credit and wish them ill!!

    violated and disenchanted 2/12/10 12:57PM

  • I just got off the phone with your horrible customer service rep. He put me on hold for over 5 minutes so he could get permission to give me the phone number for the corporate office, and then, when I called it was busy. Is XM/Sirus a real place with a real office? Is there another provider that any one knows of?
    probably a former listener of XM radio

    Anonymous 2/12/10 11:35AM

  • Well, I hate to say it but add me to the long list of xm customers who were charged an unauthorized charge. Last month, I wanted to add a radio, I called and was told that it will be an additional 11.00 per month. I pay around 20.00 a month. The next month I was charged 168.00. I called and was told the refund would appear in two days. It did not. I called again, and a female rep said that the system was slow and she would now refund it. You will get it in a couple of days. I was not going to fall for it. I asked to speak with a supervisor and she told me they were not available for another 2 hours-can you believe that. I told her I no longer wanted to speak with her. At that point a supervisor came on the line in about two minutes. He did speak English and apologized and said my refund would appear in 5-7 days. I told him that I love the channels but if my money was not on my card in 5 days- I would cancel service and do a charge back. I do not expect this will turn out well. Bottom line- use the service only if you go through the online system. If you call customer service they will charge u what they want to charge you-they do not care. Pretty sad because I tell friends how great the listening experience is.

    pblead 2/11/10 8:02PM

  • Both times I have called, I reached a NON-English speaking person who sounded like she was sitting in a noisy warehouse. That made it all the more difficult to understand them. The first time, 3 years ago, I finally asked for someone who could speak English. This last time, I got fed up and renewed for one month only because I couldn't understand what she was saying. This was after she charged me for two years and said she would then credit me for two years and charge us for one month only. Today's American Express bill does NOT show a credit so I contacted XM today.

    Listener 2/11/10 5:53PM

  • XM Radio is involved in shady billing practices (still, as of today).

    The amount they charge customers on the phone differs greatly from the actual credit card charge. Keeping a close eye on your statement is the only way to catch it.

    A verbal phone charge is the same as signing a receipt in person--imagine if the receipts you signed in stores did not include 2 types of taxes + other unauthorized fees. I cannot believe they are getting away with this fraud.

    Francee 2/11/10 12:56PM

  • HELLO PEOPLE, Do these comments not tell you that you need to do something about your service. Apparently "customer service" in particular. I am not a subscriber but was thinking about subscribing.I thought I would look at your service ratings and was shocked to read almost every one was a bad or horrible experience with your customers.I must say that I do not think I can subscribe to a service that has this kind of a record. There is one station that I in particular was looking to subscribe to the service for and that would be "Deep Tracks"channel 840 formerly on DIRECTV's music channel line up. Apparently for some reason there was a contract change between you and them.After hearing of this change I figured my only option was to subscribe to your service and that point checked the ratings and was frankly scared off.I would say you need to address this or risk losing more customers.

    Anonymous 2/9/10 12:50PM

  • XM radio employs customer service reps who are located in the Phillipines and are unable to resolve any problems. They double billed me (from my checking account) and despite five (yes, five) different people (only one of whom was in the US) telling me I would receive a check (first two peopel said it was a credit to my "card" within 3-5, then 5-7 days) within two weeks. Well, shockingly enough it has been a month and no credit, no responses to emails (they refuse to put anything in writing) and NO check. Clearly, this is how XM Radio does business -- they overcharge and double bill, then consumers have to chase them to get their money back.

    katcir 2/4/10 11:36AM

  • For the past 3 months, I have been having serious customer service issues with XM. I have been a subscriber for several years. I called to cancel service on 2 radios because I sold the vehichles and advised my new vehichle had free trial and I would update this once the trial was over. Then the calls began, "We see that you cancelled your service on radios, what can we do to get you back on service?" After telling them the story over and over again that I sold the vehicles, I finally had to tell them to stop harrassing me with calls or I was going to report them. Well that finally worked. Then I recieved a collection notice when I have a debit card on file to auto bill every 3 months, I called XM to work it out and found out my card was expired. When I asked, why would you send me to collection when my account is only a few weeks past due and not send a statement or letter advising? No answers, then when I asked why they were billing for 3 x the amount, no answers. I think I was calling India. After 30 minutes of hold (just to make a payment), I thought my problems were over. NOT. Later the same day I received an email saying my order was received and set to be processed and shipped. Guess what, I didn't order anything. When I called XM to report, they are not concerned that they shipped/billed anything to me without my authorization.
    I'm over it. I am NOT recommending this service to anyone anymore. I'm going back to listening to my CDs!

    Chinita 2/3/10 1:56PM

  • You have the worst customer service department that I have had to deal with in a long time. Your web site is horrible. Your billing statements are difficult to read. I wish there was an alternative for sattelite radio so I didn't have to deal with you people.

    Jeff Wallin 2/3/10 8:51AM

  • The Phillipines based "Customer Support" is so bad I canceled my personal subscription as well as the 32 corporate radios I was paying for.

    There is no excuse for any company to offer such horrible customer support and based on principle I will not be an XM subscriber nor will my employees.

    BrianInOK 2/3/10 8:03AM

  • Just got off the phone with XM customer service. English was not the first language of the person I spoke with, but he did okay. After about 10 minutes of him asking me questions, putting me on hold, asking me other questions, putting me on hold again, suggesting a solution to a problem I wasn't even having and then he told me to hang up and call back in about an hour because they were having system issues. What? I guess that is better than keeping me on hold for the hour, but I am guessing that when I call back, I will not get any better answers. This is just crazy. This is a regular business, not some fly-by-night internet start up company. I would expect more from them, but after reading the comments on this site, I guess I shouldn't be surprised.

    What? 2/2/10 1:22PM

  • I have never experienced more rude, abrupt communication from a customer service professional during the cancellation of my XM service. Very pushy and rude when I insisted that the service be cancelled.

    Anonymous 2/2/10 12:10PM

  • I now have a credit problem with XM radio with zero help and no resolve. All I will be told is that I owe and must pay. XM radio kept making auto withdraws until I changed my bank account so they could not. Now they say that I owe 3 months and that that is their standard policy. I have informed them that charging for a service that has not been given is against the law. At this point it may be easier just to pay again. currently this has gone to their collection service and they are like talking to a wall. WAYNE IN OREGON

    WAYNE 2/1/10 5:18AM

  • I will never use XM Radio again.
    This is because of " Chris " ID. # 04080
    Customer Service Supervisor.

    For a company that is losing business daily, I would think XM might try to employ those who want to keep customers instead of driving them away.

    XM Radio and Mr. Karmazin can thank Customer Service Supervisor " Chris " ID # 04080 for losing a customer for good.

    " Chris " must really be a high ranking member of the XM Radio corporate team.
    I asked " Chris " to give me the name of his supervisor and or manager and he told me that he was THE SUPERVISOR, and, that HE was not going to give me any name or information
    because..."I'm as far up as you need to go"..

    XM Radio is not losing a customer over $20.49
    No, XM Radio is losing a customer because of a smug, inexperienced, unprofessional waste of minimum wage named Chris. (ID# 04080)

    Anonymous 1/30/10 6:30PM

  • Their customer service is the worst. I had 3 radios that were paid for the year. Then after 1 month into the new year, 2 radios needed to be cancelled and I requested a refund. I've made 2 additional follow up phone calls to find out when I will receive my refund. It's now been 3 months and I've only received a credit for 1 of the 2 radio cancellations.

    fed up XM user 1/30/10 9:46AM

  • XM Radio customer service gives you the round around. They won't change their tactics until there are enough complaints to the Attorney General offices or BBB. Search for your state's and New York's Attorney General website online, and you can usually submit a complaint online. Go to www.bbb.org to submit a complaint. For BBB, search with XM Radio and select the BBB of Metropolitan New York to submit a complaint.

    Anonymous 1/29/10 10:17AM

  • They are HORRIBLE!!!!!!!!!!!!!! God please let someone else start a company to compete.

    okra63 1/29/10 9:48AM

  • customer service is one long dial tone no humans. three tries for over i hour.

    marty 1/29/10 9:05AM

  • I just had the most annoying experience dealing with customer support and the technical support I have ever had in history. It is apparant that no one knows what they are doing. The first time I reached the tech support, the guy was no help at all. As a matter of fact, when I finished speaking with him, my situation had worsened. I called back & spoke with someone else as she was trying to connect me to tech support once again. She hung up the phone. I called again and explained my frustration, when he tried to transfer me to tech suppport, he hung up on me also. I mean really XM this is rather ridiculous!!!

    Anonymous 1/28/10 9:13AM

  • XM Radio debits your credit card a month in advance. I cancelled my account 12/22/2009 as I traded my auto 12/21/2009. After at least a dozen hour long phone calls and literally hundreds of emails, they finally cancelled my account 01/25/2010. They refuse to refund my account in full from 12/22/2009 to 01/25/2010 (which would actually be two months as this account is advance-pay). After multiple emails back and forth and multiple phone calls, I still do not have my money refunded. They refused to put a supervisor on the phone. They refused to give me their corporate attorney information. Then they hung up on me. I want to know what legal action I can initiate. I want to know what publicity I can initiate. I do not want anyone else dealing with what I have had to deal with. Do not give XM Radio your credit card or banking information!!!!!

    dananicholas 1/27/10 9:11AM

  • I was sent a letter that said my radio was to old and needed to get a new one. Gave a phone number to call for a temp fix. It said to call if I wish to continue service. I did not want to continue so did not call. So 4 month have passed and now they want 60 bucks for back bills. I told them what the letter said and they said sorry thats your prob for having a old radio. They thought I got a new one. I told the guy I would have to call them to activate and hadnt he went Dumb!! Dead air could not give a legit reason why after 4 month they contact for a bill. Anyway customer service is just as good as the radio service was for me.

    galley1omaha 1/26/10 12:00PM

  • Dido on the comment about no Customer Service.I've had XM for 5 yrs but I'm done.After four phone calls,hung up on twice of those four, I have decided just to quit trying to get through to these guys.Must be nice to treat your customers this way and stay in business.

    Anonymous 1/25/10 1:01PM

  • Same old story...XM Radio's customer service...oh wait, they don't have customer service! They billed me 495$ ...yes that's right folks 495 U.S. dollars! I can't find a single employee that speaks english or even gives a poop about my problem! -Conveniently, they "can't find me in the system"...are you kidding me???? They found my credit card info!!!! What a JOKE!

    Anonymous 1/22/10 11:43AM

  • So my bill went up. I apparently got a second subscription, free for one year, when I put XM in my Pilot. A year goes by and my bill doubles. I remember the other radio that I never use. I originally called 800 XM RADIO trying to cancel the subscription. After the 10 minutes of prompts I finally get a guy who barely speaks English. He kept telling me my bill is more because I just got a new radio. I tell him I didn't get a new radio. I have two radio's and want to cancel one. He just kept reading off his script explaining to me the reason my bill is more is because of the new radio. I got frustrated and explained to him that he needs to listen to me carefully. He hung up on me. I used the 800 number from here and I got everything handled in less than 10 minutes with a refund. Thanks.

    Anonymous 1/21/10 12:03PM

  • Just been XM'd myself! Bought a new GM with the service then a year of service with my Credit Card on file then WHAM! They hit my card with $450 bucks of charges, Merry Freakin Christmas to them, Didn't take me but a few minutes to call and tell them to stick it where the sun don't shine, but now it is taking them forever to return the funds to my Credit Card....What a bunch of Rip-off artists! And they have the corner on the market now that they bought out Sirius, I thought there was laws against this kind of crap....hmmmmm? Well, just big business and us little pee-ons! They could care less about us because people are just going to keep paying these crooks! Not me, I still got some pretty cool CD's....LOL!

    lzysunbumzz 1/20/10 7:28AM

  • My credit card was also charged with an unauthorized amount. I contacted customer service cancelled my service...I was promised a credit within 24 hours but in turned into 5 days. Now i'm disputing with my bank for the overdraft fee...Thanks a lot XM.

    lc 1/19/10 10:19AM

  • This company is run like a Mickey Mouse Club!! The operators have no clue as to what they are doing and can not understand OUR SPOKEN WORDS --HUGE LANGUAGE BARRIER! FM RADIO should keep the united states citizens employed.

    mjliawl@aol 1/18/10 1:23PM

  • I think someone should file a lawsuit on them because I and it looks like others have had problems of them charging our credit cards after the service has been dropped and not getting refunds.

    bjm19feb 1/17/10 1:15PM

  • XM Radio's customer service center is horrific. The agents barely speak English. I paid for a year's service in advance in 2009 for my car, and XM continues to bill me quarterly. I'm unable to get the cust. service center to credit the invalid billing, and have to dispute through my Mastercard company to get it done.
    **Does anyone know of a US office to contact?

    Sue 1/17/10 9:36AM

  • XM Radio billed me repeatedly for an account that was cancelled in 2007. After several attempts to stop the illegal billing they are back again, a clear case of repeated credit card fraud. After several calls placed on hold, dropped and forwarded to the tune of a couple of hours worth, the last channel for remediation offered to me is written correspondence to the corporate office.

    XM Radio 1/14/10 2:38PM

  • I got XM with my new car. When the trial period ended, I decided to subscribe. What a night mare - Customer Service is awful. Attempts to reconnect the service did not work. Everytime I called, I got someone who could barely understand English, with the same playbook, is your radio on, is it on channel one, is the car parked, is the car in the "open", the signal has been resent. These people need to take a look at their service are they will be bankrupt soon.

    Raffa 1/14/10 1:30PM

  • I am so upset with XM Radio!!! They overcharged my credit card $190.00 and have yet to refund me. I have called 4 times in the past 2 weeks. The first time I called they said they would look into the charges and contact me in 5-7 days. They never called me back! I've spent hours and hours and HOURS on hold and being transferred between several customer service reps. I was once transferred to a "supervisor" and waited and waited...finally hung up because no one was going to answer. Called back again and again! Their customer service is the absolute worst!! They just string you along and NEVER help!! UGH! This has been the WORST customer service I have ever experienced!! It doesn't exist! No one speaks English and I believe that when you call, they know they will not be helping you. They just act like they are figuring things out and then transfer you and transfer you. Good luck if this happens to you. I am at my wits end. I am going to cancel my XM radio because of this. It's a real shame too because I actually enjoyed the radio. XM Radio steals your money and will not give it back! I am out $190.00!! They SUCK! I have never written on a forum to complain about a single thing so you can just imagine how bad this company is for me to get on here and do this!

    XMradio SUCKS! 1/11/10 4:32PM

  • i have been trying to get an English speking person for 13 months.

    k 1/11/10 3:29PM

  • Your customer service sucks. I am seriously thinking about dropping XM radio because of the idiots in the Phillipines who are completely clueless and unhelpful.

    Anonymous 1/11/10 12:11PM

  • Beyond annoying!!!!!!! Clueless and seemed to care less about my issues/problems or a potential resolution. Sad, because I like the radio stations and service in my vehicle. But their billing issues and lack of customer service might just force me to cancel. AND NOBODY SEEMS TO CARE!!!!!!!!!!!!!!!!

    Anonymous 1/9/10 2:43PM

  • customer service is worse than horrible. Tried to extend my service THREE TIMES and XM botched it all 3 times. Despite my efforts to renew my service got canceled in December. Was put on hold yesterday for more than 10 minutes by someone who apparently did not want to talk to me.

    I also don't know why XM is almost twice as expensive as Sirius. It is not worth twice the price. Wny can't you get Sirius in a GM vehicle? Keith L - former XM customer

    lerminiauxk 1/9/10 7:59AM

  • I tried to call customer service and recived a recording. It said to leave a message, then said the box of whoever your leaving a message for was full, then cuts you off. What's up with that. How can you ever talk to anyone?

    Anonymous 1/6/10 5:48AM

  • On 12/10/09, I ordered 1yr. of XM Everything and 1yr. of Nav. Traffic at the cost of $142.45. The representative took my credit card info. On 12/14/09, I was checking my credit card statement and found a charge of
    $450.28 made by XM. When I called for an explanation, I was told that the actual charge should have been $189 and change and that a refund to my charge card would take five to seven days. I asked why XM could overcharged me on 12/10 but could not refund the money as quickly as they had taken it. I was basicaly told that was procedure. With that I requested that my account be canceled and my $450.28 be returned. After noticing that no refund had appeared on my credit card statement,I called again on 12/29/09. I was told me that the check was issued on 12/14/09 and I should be seeing it soon. On 01/04/10, I called again. I was now told that it would take at least six to eight weeks for my refund. He also informed me that had I given them my credit card info my card could have been credited. How did they charge my account $450 and not have my info already? And why wasn't I told about this earlier.
    SO QUICK TO TAKE SO SLOW TO RETURN
    I was also told that two dollars and change had been deducted from the refund for two days of radio usage. Yet XM has had my 450 over three weeks and has given me nothing but lip service.

    Anonymous 1/4/10 5:51PM

  • Well after reading all the complaints about the CS for this company I feel I am beating a dead horse.

    Back in October I was overcharged 400.00. I contacted the cS number and for the last 7 weeks been put off by the reps on the phone. I have requested to speak with a supervisor (told there was none working), asked for corporate number (didn't have one to give me or wasnt allowed to give one). I have been told numerous times I will be recontacted by the company within 2 days and am still waiting.

    Thank goodness for this web site information. I was able to get through to a person who seemed to be in the same hemisphere as I am. She was really nice (her name was Elizabeth and she recharged my belief in the system.

    I am still hesitant to say my case is closed (looking at all the other listings of trouble)but hopefully in 2 weeks I will be credited with my 400.00.

    As some of the writers I also had picked XM over SIRUS radio for reasons, now after the merger I am stuck with SIRUS and channels I didn't want. I would recommend to anyone looking to XM radio to reconsider until the problems are solved or eliminated. FM HD Radio is great (if available) and it is free.

    Anonymous 1/4/10 12:44PM

  • I used to be an XM radio customer for a few years. No complains during that time. I did cancel my subscription a couple of months ago. Now I bought a new car and I want to subscribe again but after reading all the negative comments I don't know if I want to subscribe. Why can Xm fix all the support complaints. Apparently their employees need more training. Technical and Customer Service. Com'n XM; you can be the best.

    Anonymous 1/3/10 11:23AM

  • REALLY BAD customer service. I have had an accout with XM since 2000 on up to five radios and have had nothing but multiple billing issues, charges tacked on, unreturned calls from "managers"and frequent service interruptions. Finally giving them the heave ho.

    Tuddan 12/29/09 5:12PM

  • Furious with the fact that this company has no customer service. They must be laughing all the way to the bank. They intentionally waste the customer's time and money. I've never before experienced such a lack of customer service. They charge your card for unexplained reasons, tell me that they don't know who their supervisor is, or say they will connect you to their supervisor only to put you on hold for hours. I wish I could sue them for stealing my money. Stay away from these crooks! They do not understand what I am saying and I rarely understand what they are lying about. I hope this company does go belly up. All bad. This should be illegal. Not to mention overdraft fees from my bank as xm stole money from me.
    They say someone will contact you, but the only thing that happens is more theft of your money. No calls answered or returned. They steal your money then dodge your calls. Unbelievable!!!!!!!!!!!!!!!!!!!!!!!!

    Anonymous 12/28/09 9:12AM

  • XM customer service is the worst customer service I have ever dealt with. If I had a choice of another company, I would NEVER subscribe to XM/SIRIUS. I ordered a second radio on a "deal." Gave the credit card info to pay for radio and 3 month service. WITHOUT PERMISSION, they went into the account from which the service for our first radio is drafted. Their unauthorized charge sent that account into overdraft twice and $70 in overdraft fees. The clerk could not understand English well enough to follow what I was explaining. He said a supervisor would call be back. That was a week ago. Turned out not to be a "deal" for me. They are IMPOSSIBLE to deal with.

    Anonymous 12/27/09 5:37PM

  • Multiple emails and phone calls to Customer Service over multiple days did not resolve the issue.

    Anonymous 12/21/09 4:16PM

  • CANCEL CANCEL CANCEL: I Ordered an additional Radio at the beginning of the month. never received it but they still charged me for it. Called to track it got bounced back and forth from different departments hung up on with no answers to where my order was. after a two and a half hour process and with no answers and getting disconnected for a third time. I called up and canceled my service with a 5 minute call. Sad that all i wanted was to track my order and couldn't get that taken care of. but could cancel the service in 5 minutes. CANCEL XM

    FXMRADIO 12/19/09 9:06PM

  • Be ware of NOT CANCELING YOUR SERVICE, even though you pay for 1 year...they continue to keep you on for another month. Even though I did not renew after my service ran out. Now they tell me I have to pay $42.13 for a service I did not sign up for. Seems in small print on the renewal it says they continue your service..they also continue to charge you at $40.13 a month, oh and add on late fees. Seems to me if I do NOT RENEW THAT MEANS I DO NOT WANT IT. BUYER BEWARE!!

    Anonymous 12/17/09 7:02PM

  • Clueless customer service! I tried to listen online today & couldn't...subscription deactivated. Called customer service. After waiting 5 minutes & very untrained rep said there is a $2.99 charge/mo. in addition to regular subscription. Told the rep I had 2 accounts + I bought a new car with a 90 day trial + I was planning to put a receiver in my daughters car & didn't think it was fair to charge me an additional $2.99 to listen occasionally. She could care less. Asked to speak to a manager & she told me they were all in a meeting and unavailable. After waiting 2 hours for a call back & not receiving one, I called and cancelled my service. Again, even the "save team" could care less that a multi account customer was firing them. Unfortunately, with no competition, I lose the service. I'll overcome by loading up my ipod & listening to audio books while driving. Sometimes you have to have principles & show corporate America who is boss.
    CANCEL YOUR XM SUBSCRIPTION NOW!

    BONECRUSHER 12/15/09 3:24PM

  • Horrible service - how can XM charge two lifetime service for the same account???

    Anonymous 12/15/09 10:21AM

  • Someone else mentioned BEWARE of XM charging you for two or three months of service after your subscription ends. They are harrassing me with endless recorded phone calls and invoices for $36.00 (now with late fees added), for service they provided for an extra two months. Service that I DID NOT request or approve. I have filed a complaint with the state attorney general's office and am going to try to sue them for harrassment.

    pommom 12/15/09 9:36AM

  • They have some of the worst customer service I have ever experienced. It seems that when you are a monopoly you can get away with it. Customer service will lie to you, make up ridiculous explainations for lack of service, put you on hold hoping you will hang up, and sometimes just hang up on you. There doesn't seem to be a way to reach anyone who is either willing, or has the authority to help. I have been billed for transactions I never authorized, been unable to get them to re-authorize my radio every year when it loses all it channels as they do 'Christmas' channel update, and had to pay them extra and extend my contract to get them to fix the problem. The executive branch of this company must be well aware of all of these problems. As customers, all we can do is let the public know that if you are considering XM, you're in for a bumpy ride, and you may well end up paying more than you authorized on your credit card.

    xmsiriususer 12/15/09 8:20AM

  • Very Poor support. Had a 15 wait to speak to an unfriendly office person who put me on hold for so long I hung up. I've paid these people over $800.00 for radio service when all I get is advertising and crap on line. No wonder this company is going belly up.

    Anonymous 12/13/09 8:02PM

  • They are the worst! Have 2 lifetime memberships (car & home). They charged my credit card without permission to reactivate a Pioneer replacement radio (under warranty and PURCHASED from XM). When I called for my credit, they argued that I didn't buy it from them! They grasp at anything to cheat us and con unsuspecting people who may give in and believe their made up conditions. We all need to report them to the FTC. This had happened to me previously with my defective car radio being replaced! Pulled the same thing and again took me a couple calls and over an hour to get my credit of which they did not give the full amount! More calls... And do not fall for their trick to put you on hold; just say no you don't have time to hold. I believe they juggle multiple service calls at once. BEWARE! This is what monopolies cause!

    Mo 12/12/09 3:35PM

  • Absolutely impossible. Worst customer service I have encountered in years and years.

    Triple 12/9/09 1:54PM

  • XM service is the worst of any company I've ever dealt with.
    I can not recommend XM to anyone.

    You can never get through on the phones and no way to get a call back.
    Soon I will have to close all my accounts.
    It's just not worth the heartburn.
    Jack

    Anonymous 12/9/09 7:02AM

  • I cancelled XM service over 2 months ago and keep getting promises of a refund but that's all I get is promises. Others have told me watch my credit card statement as they will continue to be me. BEEWARE- ONE OF THE MOST DECEITFUL COMPANIES AROUND!

    Rich A. 12/8/09 4:44PM

  • I signed up for a year plan on 3/6/09 that ran through 3/6/10. On 12/1/09 I received a bill for $55 for a quietly payment. I thought a year was one full year, not 9 months. They have not refunded my $55 and have turned off my satellite radio. This company is very fraudulent. Buy a HD radio instead!

    hobsondk 12/8/09 12:51PM

  • I had two vehicles with XM radio and one portable. In June of 2009 I sold my vehicles and never used the portable. I cancelled my contract on 06/26/09 and was promised a prompt refund. It is now 12/07/09 and I still have not received my refund. Every time I call "customer NO-service" I can only reach as high as a supervisor and keep being told the account is being reviewed. REVIEWED FOR 6 MONTHS!!!!! Not only will I never think of using XM again, but I will make it my mission to inform everyone I can that this company will STEAL from you any chance they get. DO NOT BUY THIS SERVICE!!!!! If anyone from corporate cares to read this site...please feel free to contact me at the email address below...I WOULD LOVE TO TALK TO YOU!!!

    Anonymous 12/7/09 8:33AM

  • I have attempted three times to add the XM Radio in my new Buick to my existing XM Radio account. My account with XM Radio began in 2003 and I add a new radio in 2004 without encountering any issues.

    On November 29, 2009 I called customer support and start by giving my account information to the automated voice answering system. After repeating myself several times I was finally placed in the queue to speak with a customer service rep. Next I gave the same information as well as my address and a primary phone number to the first live customer service rep who attempts to add my new radio without success. Finally I am transferred to another customer service rep who adds my radio after I repeat the same information a third time and listen to several up sales promotions.

    After the first encounter with Customer Support I called back on November 29, 2009 because I had not receive the XM Traffic I purchased during the up sale. The customer service rep said she could see a note in my file that said I made the purchase but could not see where the XM Traffic was added to my new radio. Again I was transferred to another customer service rep who started to up sale again and I had to insist that I just wanted the XM Traffic I had already purchased. After being on the phone for several minutes my XM Radio was activated with XM Traffic.

    I actual got a chance to enjoy XM Radio for a day or two before I had to call Customer Support again on December 6, 2009 because I was not receiving XM Channels. This time I asked for a supervisor or manager and was told that they were too busy to handle my call. The representative tried to fix my problem but told me that I would need to provide a credit card for the new radio since it was setup on a new account. I went online and viewed my November Invoice and saw a credit that more than covered the cost of the monthly charges for the new radio. I also saw the new radio Id with the monthly charges on the invoice. I insisted on speaking with a manager who could only say there was an error with my account and she had to transfer me to another Customer Service Rep. A few minutes later the Rep informed me that it will take 24 to 72 hours before my accounts can be combined. I was left with no XM Radio even though I could see a monthly charge on my November invoice.

    None 12/6/09 8:16PM

  • I have an XM liftime membership. My radio was stolen so I called to have the service put on hold to prevent the thieves listening for free.

    After purchasing a new radio I called to re-activate my service. After clearly explaining that I need to re-activate an existing lifetime membership, new charges of $461 appeared on my credit card. No credit card charges were authorized or discussed. Contacting customer service resulted in "Someone will look into the matter and contact you in 5-7 business days." That was 14 business days ago. :(

    Jason 12/4/09 4:46PM

  • We had a total of 6 XM radios and 1 Siruis rdio (in our new Dodge). We cancelled 5 of the XM radios, as 2 were now possessed by our relatives, the others were in vehicle we sold. They promised a refund, that was almost 3 months ago. I am sick of getting outsourced, ahrd to understand people, that read from scripts. The last one said she would correct it and call back within the hour, never heard from her, over a week now. Last night someone called to try and "get me back to XM". She was obviously from the states, and she told me that the US employess had met with and complained to the VP of XM about CS complaints of the overseas CS reps. Here is the direct phone number for Corporate Complaints in the US 202-380-4000.

    catlpnr 12/4/09 10:05AM

  • I have been on hold for tech suppor for 20 minutes - why not take my message and return my call? I am still holding but have got to go.

    Problem - all I can get is the same commercial you are playing on this phone. Unable to change channels. Anybody able to help?

    Anonymous 12/2/09 9:40AM

  • I have been waiting for a $200 refund for almost 3 months now. I have been calling to inquire twice a week every week. I usually spend over an hour on the phone mostly on hold. I have NEVER dealt with more incompitent people. No one knows what they are doing or how to run a business. If you are thinking about signing up I would think twice!!!!!!!!!!

    Anonymous 12/2/09 8:17AM

  • Had XM service for 4 years since buying a car with built in XM radio. Added portable for second car and another for fathers car.

    Because of HORRIBLE customer service following the replacement of a broken radio with another broken radio I cancelled all the services - or so I thought. Next thing I knew I received a notice that a new radio was being billed and shipped to me.

    Customer service would not even try to fix their mistake. This is the worst customer service operation I have ever seen. It's clear to me that they have off-shored this to the Carribean for a reason - they don't want to provide service - they want to steal from customers.

    Fortunately my credit card gladly reversed the charges - they had received several complaints about XM radio from other people.

    Please report your problems with XM to your State Attorney General's office. They will investigate and punish the company if they receive enough complaints.

    Ex M Customer 12/1/09 9:29PM

  • I agree with everyone else below. Their customer service is really bad. No wonder their stock is down.
    It took me over an hour and a half to cancel my subscription. Then they offered a new one for half price. I still cancelled it. Good luck to everyone else with their problems with this company.

    Anonymous 12/1/09 11:49AM

  • If you call XM RAdio to make a complaint - they accidently hang up on you - this has happened to me 3 times in a row!!!

    Arlene Mills
    Virginia

    arlcats 12/1/09 11:28AM

  • I just received a bill from XM radio in the
    amount of $53.53 for a 3 month period 12/12/09 to 2/12/10. I was contacted by a
    XM radio rep. on or about 30 Oct 09. I was
    informed that if I paid $37.56 it would be
    good for a six month period; of course this
    was a lie inorder to reinstate my sub-
    scription. It should be noted that I had
    no service in the month of Sept and Oct.
    I made the mistake of paying $37.56 in Oct
    but I will not pay them anything any more.
    I do like the music but the serve and pricing
    is deplorable.

    wilfridgomez 12/1/09 9:37AM

  • Worst customer service I have ever experienced. I bought 2 lifetime service plans on 2 radios this summer. Last week they left a message at my house that one of them has been cancelled due to non-payment. Both charges are on my American Express but XM says one of them has been reversed. So now somehow I have to prove that American Express has NOT reversed the charge rather than them proving that it has. If there were another choice I'd go there pronto.

    Anonymous 11/30/09 7:30AM

  • XM has no clue. I had a factory installed radio replaced by the dealer and it took several calls to get the new radio ID setup after they cut off my service (that was prepaid for a year). Lo and behold three months later they are sending letters notifying me that my introductory period is up. I talked to two of their "Customer Service" reps ( ex Sandwich Artists) who were clueless as to what the issue was.

    Anonymous 11/29/09 1:25PM

  • This is how they do business. They will never ever get my business back. I tried to cancel. My contract autorolled. I did not want the service at that time and you guys send me to collections for $36. Are you kidding me. You sold it to the collections company for pennies on the dollar,but refused to give me the same deal. You will lose hundreds of dollars because of this. I have since convinced 2 family members to cancel and all people I talk to not to sign with XM. You foolish people. A business can not survive like that. You step over dollars and bend over to pick up pennies.

    Anonymous 11/27/09 2:08PM

  • I am currently on the phone to the corporate office. I pressed 0 to make a complaint and get someone that hopefully speaks and understands english. The phone has been ringing for 2 minutes now with noone picking up. Somone just picked up and transfered me back to their "customer support team". Unfriggingbelievable!! Just purchased a radio and activated it yesterday, I think I made a SERIOUS mistake.

    mcore 11/20/09 11:27AM

  • After paying my XM bill and having them acknowledge that it had been paid, they then double billed me and added another $110.00. After calling in multiple times,and having three seperate people advise me that it would be taken care of, with the extra billing removed, I'm still getting bills. It seems the system is set up to make you feel you are dealing with people that have authority to solve your problem. They don't. You wind up talking to a pleasant Filipino person that can only be nice to you. They will "escalate" any problems involving money to a U.S. person who also has no authority to resolve your problem. She/he will promise to take care of it, but her job appears to be to get you off the phone. This system appears to be geared to frustrating any effort to actually fix overbilling. My guess is the XM department managers are bonused on money collected and they go out of their way to create these situations to increase their pay checks. Upper mangement doesn't care as they're getting theirs as well. There are plenty of laws prohibiting this practice but no one enforces them.

    realworldxxx 11/19/09 10:29AM

  • I hope you enjoy the last $48. We called no less than 4 times to cancel our subscription. You robocalled us 100 times and kept on charging. Believe us that we will tell everyone and I will contact FCC about this fraud. Enjoy your time because no way will you last with customer care like this!

    dr.ken.martin 11/19/09 12:58AM

  • I cancelled my service in early October as I sold the car the service was in. It has now been over 6 weeks and I have received nothing but lies and excuses when I call to check the status of the refund. It is clear that they have no intention of refunding the money. I am reporting them to the Federal Trade Commission and to the State of Texas Attorney General's office. Anyone else in Texas who has had this problem please do the same. Maybe they will finally get investigated by someone who can do something to stop their shady business practices.

    sps 11/18/09 1:07PM

  • I have had XM radio sinced I purchsed my car. Today, I called to cancel this service because after 23 yrs my husband was laid of from his job. The c/s person Nathan that I spoke with was very empathetic at first but he tried to convince me not to cancel, after I explained my dilemma. I didn't even want any part of a refund for the premium I just paid. i just wanted it cancelled because I will be unable to afford it. My house and food and childrens well being is my priority. Nathan became very rude said I was cancelled and hung up on me because I wouldnot keep the service. If my husband gets another job i will NEVER get xm again because of the treatment I received....He should be ashamed of himself and VERY LUCKY that he is employed!!!! This will be shared with my freinds and peers as well.....

    Anonymous 11/17/09 4:07PM

  • I tried to cancel my subscription last May from my hospital bed due to a car accident that totalled my car. Since then I've been receiving bills for a radio subscription that doesn't even exist anymore. When I just called again to inform customer service, they said the radio was still active!I was placed on hold again. After waiting for 15 minutes, the phone disconnected.

    Anonymous 11/17/09 9:17AM

  • XM customer service is the worst. It took me over an hour to ancel my service last July. But, I just got anther bill for a radio I no longer have. And they keep shuttling you around, with endless hold time.

    Laura 11/16/09 11:15AM

  • After many attempts to close out two of my radio accounts on line (which as everyone here knows now cannot be accomplished), I called every phone number on XM's website only to go through all the input bull#@*# over and over again just to get the immediate busy signal. This process has wasted at least a couple hours of my time and now that I read the comments here it looks like I will have to monitor my credit card statement for several months to make sure they do what they said they would. If they don't, deactivate the two radios, they will lose all five of them. If I had an alternative, they would lose them right now. I ask the girl I spoke with if she gets many complaints about this painful process and her reply was "EVERY DAY ALL DAY". Terrible Customer Service!!

    Pissed in PA 11/11/09 7:10AM

  • Customer billing is incomprehensible. Customer support refused to send me an account history explaining the various charges to my account. I asked for an written invoice, they bill my account and sent me an invoice with one number on it and no explanation.

    Insufferably polite offshore call center with people who just suck up your time and cannot explain charges in a cogent manner.

    Sorry, but I can no longer do business with this company.

    mickeyb 11/10/09 4:05PM

  • I am paying far more than anyone I know for the XM service in my car. I have carried it for 2.5 years. I called today to ask about a better deal or entering into a contract to get the rate my sister-in-law has. The first person I spoke with said I could do that. She transferred me to the person who was going to initiate this action and he was a complete idiot that said there was nothing he could do. I could barely understand him. I am going to cancel my subscription

    rz 11/10/09 3:17PM

  • November 6, 2009
    I was charged twice for service. Talked to a so called "supervisor" by the name of CHRISTIAN, that did not know, did not care and was totally oblivious and rude. Maybe the name "customer" does not mean anything to him and forgets that his monthly pay is directly related to the service that he gives any customer. Had to call again (this guy was incapable to solve my complaint) and another Supervisor by the name of ASHLEY was
    fantastic and in two minutes understood what I was trying to explain to the other moron and gave me credit for the excess billing.

    Erika from Miami 11/6/09 4:07PM

  • Outright Fraudulent charges. Activation fees not posted anywhere. They bury the right to charge activation deep in the contract, but do not state anywhere how much. The 7 other fees they charge are outrageous. It costs $30 to activate by phone and this is never revealed. After I gave my hardware ID, the billing address and my credit card number I asked the rep for the total and it was twice what my limited math figured. I was then told of this $30 fee. If I didn't choose the 3 month cycle, I would not have noticed the difference. Self Activation costs $15 on the website - FOR WHAT?? -again never revealed until after you buy the hardware and enter a radio ID and your credit card, etc. I cannot register for online access because their server error, I was on hold for 50 minutes for customer service tonight and then disconnected. When I redialled they were closed for the day. There is no email contact to explain or make a request. If you buy a long contract these guys will not be around to honor it. Just can't see it.

    big nipper 11/3/09 10:46PM

  • XM Radio gave us one price verbally by phone for a lifetime subscription, but added undiscussed fees when attempting to charge our credit card. We do not agree to the extra fees - just the original amount, so have refused to pay. They put us in collections. When I asked the collections agent to read their notes to me, the situation was not accurately documented, and our comments and requests and agreement to the original pricing were not documented. We just fell into a generic didn't-follow-thru-with-payment category to them. Unable to escalate to a qualified manager. Unable to obtain written records copy. Told they did not record the coversation. How is it they can ruin my credit record when they want to overcharge and not hold to our original verbal agreement?!?!?!

    Zeena 10/28/09 12:04PM

  • Every since XM as merged with Sirius they have become garbage. For this I might as well listen to the regular "FREE" radio. If I wanted SIRIUS radio I would have gotten that initially but I wanted XM and still got stuck with this garbage. As you have read from other customers, the customer service sucks. It should be called "CUSTOMER SERVED" because that's how I felt after talking to them like I got served some Bull @#$%!!!!! I just don't understand how I've been able to listen to my online account for the past 5 years for free and all of a sudden they merge with these bums and now I have to pay for something which has always been free. I think I will cancel my subscription this weekend and see if there are any other satellite radio companies out there because this one SUCKS!!!!!!!!!!

    One pissed off subscriber 10/27/09 5:44AM

  • I got the free service for 3 months with new Honda purchase. Did not renew. Did not receive xm radio, confirmed it was no longer on by cruising channels. Left it alone. Got lots of mailers with special offers. Called about one of them, the csr sounded so shady I said nevermind and hung up.
    Got a bill in the mail for service I never asked for, never got, never wanted. Called and went round and round with idiot one then idiot two.
    They say they have credited my account and I owe nothing. Judging from other sites, I'll believe it when I see it. The only good news is that I never gave them a credit card number or checking account access.
    These guys are stupid or criminal-both are bad.

    Anonymous 10/17/09 8:57PM

  • I signed up for a lifetime of XM at the cost of $98.28 for 5 months. Instead of taking $98.28 out they took $507.17 in one sum. I called in the next day and XM took another $98.28 out and I was told I would recieve a refund of $507.17. I called back after 7 days and ask about the $507.17. At this point I cancalled and was told I would get a full refund. The following day XM took another $398.88 after cancellation for no reason. At this point I have no XM as well as being out of $1005.31. I am scared to call due to the fact that I can not understand or be understood by the customer service personal.As well as everytime I have called money has been taken from my account.

    Anonymous 10/15/09 3:25PM

  • Worst customer service and billing practices of any company I have ever dealt with. Paid for a life time subscription, billed my credit card, then received a bill in the mail for the same radio. Called to contest, they told me it was a mistake and disregard the bill. 1 month later radio is shut off. I called back, they now informed me I need to pay the bill to restore service. No way. 1 month later I receive a phone call from a collection agency informing me I owe XM money. Still not resolved to this day. You have got to be kidding me. NEVER EVER DO BUSINESS WITH XM RADIO.

    1phast1 10/15/09 12:45PM

  • Anyone who has a problem with XM's cancellation policy (as many here have) should also file a complaint with the FTC's Bureau of Consumer Protection: https://www.ftccomplaintassistant.gov/FTC_Wizard.aspx?Lang=en

    They don't investigate individual complaints, but if enough people complain, they work with the DOJ and state attorneys general to investigate and litigate cases.

    pat451 10/14/09 4:56PM

  • this is absolutely the WORST customer service I've ever dealt with. They all want to transfer you to someone else and sell you something. They take NO responsibility for their products being bad, they just want to sell you something else.

    emily074 10/8/09 11:59AM

  • I agree
    Heavy accents.
    Minimal "service"
    I have 3 XM radios now that you can get NASCAR back. Tried to cancel one radio.
    1. You can't do that online with the acct mgmnt tool. 2. You do it over the phone but only through the "Cancellation Dept."
    3. They won't give you a cancellation number or other method of verification.
    4. But they keep charging your acct. so it is probably best to just pay by check.
    Person I talked with = Roxanne Malcolm, the only things she knew about her supervisor were that he couldn't talk and his whole name was Andrew.

    wabbles 10/7/09 8:29PM

  • Beware of XM Radio's continuation of billing after your service has expired. They did that to us, and tried to tell us that we had signed a contract. Unfortunaely for them, we had records, of signing a 3 month plan, over the phone. We will not pay their fraudulent billing practice.

    XM Radio is rip off 10/7/09 2:02PM

  • One of the worst customer service departments I've ever delt with.
    The Techinical service department was no better, totally inept at solving a problem.\On top of it , many of the people Itried to get help from could not be understood, their accent was so heavy, I couln't understand them.

    Anonymous 10/5/09 7:42AM

  • The out of usa customer service/billing is the worst I have ever delt with. Is this even a usa owned company? If I ran my business like this company is letting the call center handle the customers I would be out of businees so fast. My guess is they will be out of business fast if they dont bring the call center back to the usa.
    Tracey Laughlin
    VERY UNHAPPY CUSTOMER

    Anonymous 10/4/09 7:33PM

  • Worst customer service ever.
    Sort of OK service but I tried calling them yesterday while in my car and stuck in traffic. After 40 minutes of noone picking up the phone I hung up because I reached my destination.

    Today I called and after 37 minutes someone picked up and told me they have to transfer me to someone else and put me back on hold. After 15 minutes I gave up and hung up.

    Calling the BBB and my credit card company. Ridiculous!

    Anonymous 10/3/09 4:08PM

  • I called to find out why my checking was charged 174.09. (Just two weeks ago0, I do not recall giving my permission to debt my checking. When I called to ask for information on this I was at work, and I did not have an account number to give the 1st person I spoke with, she could not find me, but giving my address,phone,state,and zip. So, how can that be? You can debt my card, but not have any information for me the consumer as to what that 174. was for, starting at what month to what month, or anything else about my account with them. I asked to be transfer to a supervisor who, again after waiting on the phone this person, Liz who would not give me the rest of her name put this on me that I didn't know my account number! (I am at work and was looking over my bank statement when I saw the charge thought I'd better call). So, after going around with her spelling out my name, address, phone, zip,town, state and also my email address-still nothing! I again asked to be transfered to her supervisor/manager then was cut off!!!
    DBR in CT. 10/2/09

    DBR in Connecticut 10/2/09 2:26PM

  • i called to get best 2 year deal to extend my xm service in my new gm vehicle. was told i could get xm plus the best of sirius for advertised price of $322. i asked if they could do any better and was told yes the absolute best price would be $302 for 2 years. i said ok and gave them my credit car info.. when billed i was surprised to find that my credit card was charged for $173.37. when i called to straighten out the charge i was told that that is the rate for 1 year and that i had been misinformed and no changes would be made. so as a result i had to pay in effect a higher monthly rate. ask for supervisor who in a very rude manner confirmed that no changes would be made.. so i guess the agreements you reach by phone with xm don't mean anything.. i would be very wary of doing business with this company.

    finishnail 10/1/09 5:45PM

  • This company isthe worst one I have ever dealt with, whether ordering [wrong receiver sent twice] or trying to get the proper refund. The wait time is extremely long, then constantly put on hold, only to have to repeat the process a few weeks later because the problem was not properly resolved. Since my initial order I have been dealing with this since June the 5th of '09.

    LILLY 9/30/09 7:09PM

  • Horrendous and inexcusable customer service. Beware! Any customer service call with take several tries and eat up hours of your time. They will speak to you for about 10 seconds then tell you they have to "check" some info and put you on hold for several minutes. They will repeat this process for over an hour on a simple issue. They will try to charge extra fees if they can get away with it and will not disclose there is tax added to any service or product purchased. They will change account numbers on you; "consolidate" accounts; lie and tell you the lifetime membership you paid for months ago was only a "5 year" membership. Etc. Deception and lies. I filed a complaint with the FTC and I urge others to do so. The FTC will not address individual complaints but will take action if there are many complaints against a company.

    MOMATT 9/30/09 2:19PM

  • I ordered four gift cards from XM radio to pay for a 1-year subscription for my father. None of the four gift cards were activated. XM Radio promised to activate the cards and call me within 2-3 business days. They did not do either. Then they promised to send four new gift cards. They did not do this. Next they promised to call me back to resolve the problem. They have not done this. XM Radio has my $220 and I have nothing. The problem has not been resolved after 3 weeks and numerous phone calls.

    kscott 9/29/09 3:44PM

  • Late May, I canceled my Siruis subscription for which I had for 3 years to add a second XM receiver on my XM account that I have for my car. I ordered a special radio from XM and also a one-year subscription. Two days after I ordered the radio, and before it shipped out to me, I found out that I was getting rid of my vehicle to which I was ordering the radio for. I called immediately and tried to cancel to which I was informed "It's too late." OK, so I now have a brand new radio and a years worth of service that I can no longer use.

    After I purchased my new vehicle (with XM service) I contacted XM customer service to ask if I could transfer the one-year of service I had paid for (on the new radio) to the radio in my new vehicle. At first she was very helpful and then it got ugly real quick. Seeing as I was not getting anywhere with her I finished the call.

    About a week later I decided to maybe try another XM customer service agent. I called and he was very helpful and said "No problem, I will transfer the service to your new vehicle". I felt better feeling now I was only out the cost of the new XM receiver and not that and the service. He failed to inform me that there was a fee attached to what I was asking for.

    A few days after that I get a termination fee charged to my credit card for canceling the contract. Hmm, I just paid a $79 fee for an $89 worth of service. I am not that stupid. Thinking it was just a mix up I called XM customer service. No problem, we will have someone contact you concerning this. I was never contacted (#1).

    About 10 days later I made contact again with XM, I was told that shouldn't be a problem refunding your money and they would have someone contact me to discuss. I was not contacted (#2).

    Last week I called to cancel any renewals of my subscription. I was asked why and I informed the customer service person of my story. She said it shouldn't be a problem to take care of this mess and I will be contacted. I was not contacted (#3).

    Today, I called to canceled any more charges to my credit card once my current service expires. Nobody at XM really cares about my two XM subscriptions that I want to have, but refuse to be treated the way that I have. I have spent numerous emails, and probably 4 hours on the phone discussing this and all I am told is "Its all in the terms of service agreement".

    So be it. I am done. I have learned a lesson that has now cost me $300 to find out. XM does not need me as a subscriber and I will go back to listening to local radio or my iPod. Oh, by the way, contact your credit card company and let them know to block any charges to XM. As long as XM has your number, you will never stop the charges.

    Anonymous 9/24/09 8:30PM

  • Any time we notice an error on our bill and call, we are treated rudely, hung up on, and argued with. If you try to cancel a subscription tney argue with you, make offers, and refuse to cancel. Then, they bill you for the service anyway, and when you call back to have them correct it and give you a credit, you get more hassles! I just called today to have the SAME problem corrected on our bill, and Sherine argued with me for 10 minutes. As soon as I asked to speak with her supervisor, she quickly offered to post the $5 credit to our account, which they should have done 8 months ago! I have NEVER had any organization have such TERRIBLE customer service.

    orlando_seminole 9/23/09 12:51PM

  • There is little doubt XM Radio has the worst customer service I have encountered in my 40+ years of adulthood.
    I would like to make these suggestions to those trying to deal with XM.
    1. Contact your credit card company and bank to let them know the problems you are having with XM.
    2. Did your radio come with a new car? Contact the auto manufacturer (Chevrolet) and the bigger company (General Motors).
    3. Give your car dealer an earful about how you've been treated with XM.
    4. Did you get your radio at Best Buy or Radio Shack? Let their bosses know how you feel about XM.
    5. Finally let your State Attorney General know how you feel.
    The thing is this company does not care about YOU. But when they start hearing about YOUR problem from others that they do business with they will change. Make it someone elses problem besides your own.

    CrashD 9/23/09 6:02AM

  • worst customer service ever. needed to cancel as my lease expired. kept getting transferred around, it took 40 minutes to get handled but the radio is still active a day later..they just didn't understand that I would no longer have the vehicle

    Anonymous 9/22/09 6:56PM

  • They are totally unresponsive, misleading and deceptive

    homeatlast53 9/21/09 8:20AM

  • Was overbilled for the past two years.. I have spent hours trying to explain to them that the State of Florida doesn't have a 9% sales tax and another 9% local tax.. I might was well be talking to my dog.. They are obstinate and useless.. particularly the ones in The Phillipines.. I have been told they will call me back within 5 days.. nothing.. I call them, explain the issue again and again.. and get terminal hold.. If they wern't the only ball game for what I use them for, I'd find someone else.. This is a pathetic company..

    Captain Ron 9/16/09 3:09PM

  • My wife called XM to re-activate her service. She gave them her card number but halfway through she had to stop and told the rep. she would call back. She never called back.Two days later I called to activate my radio and eas told that if we combined our accounts we could save. I did this and told them to take it from my account. Seven days later my wifes account went into the bounced check state. Called xm they still had it in her name ( both accounts told them to put it in mine ) and hadmy card number but took the money from her account. Was told that money would be promply returned to wifes account. This was on 8-17-2009 as of this date has not been returned.Now being told its being processed.Asked rep. to call process center...her response was we can only e-mail them and havent got a response.. contacted an attorney and sent fax demanding return of funds on 9-15 2009 still being lied too.... hoping to hear from others to file class action lawsuit

    nellbob 9/15/09 5:02PM

  • I have been a loyal listener of XM for many years. I've seldom had any major issues with service or anything along those line.

    Lately however, especially since the merger, things have gone completely to s**t in a hand basket.

    I recently activated another radio. I told the idiot on the line that I wanted to go month to month until I purchase my vehicle which will have the satellite radio in it. Long story short, first not only does this douche not set me up month to month, but YEARLY, but she also had the wrong package! I only got the freaking talk stations!

    I called 4 or 5 times over the span of a week, spoke with several different, idiotic towel-heads (sorry, that is where they are located) and each time was given a complete run around, on hold for forever, and so on.

    Then, they kept trying to bill me more and more. These people are effin' idiots!

    Finally, I called the corporate number (877-967-4672) and spoke with Alex. This guy was the goods! First, he is in America, secondly, speaks English, and thirdly, knows what the hell customer service is. He explained how the other douches screwed everything up and how they "allegedly" tried to get the system reset.

    Even HE was confused at how hosed up things had gotten.

    Bottom line, don't jack around with the douchebag non-English speaking idiots at the CS department, call the corporate offices. The number is the one I posted above. Hell, ask for Alex, his extension is above, and tell him that he made such a great impression with me, that you were referred to him for his great attention to detail and diligence in getting a messed up situation resolved, and in a timely manner. No being placed on hold, no rambling and no "special offers"... just taking care of what we needed to have taken care of.

    Thanks Alex, and thank you whomever started this website and to whomever posted the corporate number in the first place.

    Please note, my service rating for Alex @ the Corporate office on 9/12/9 were off the charts, the other idiots got the crappy ratings below.

    docmundy 9/12/09 1:49PM

  • I am very upset with XMRadio. Two months in a row now they have overcharged my account. In August my monthly fee went up due to the royalty charge,which by the way was never notified about. When I called about the overcharge in August, the girl I spoke with told me how very sorry she was that I was never notified and that she would credit the overcharge back to my account and then offered me a deal that if I signed up again for another year that I would only pay $12.80 per month. I said, O.K. that sounds good. Thought all was taken care of.....Wrong. My September payment time rolled around and I was checking my bank account on-line and what to my suprise I find a charge on my account for $128.00. That was 3 days ago. I called right away to get this reversed and credited back to my checking account. The woman I spoke with said her name was Justine and could help me. She offered me a free month for the inconvenience and gave me a refernce number for that. She then proceeded to process the credit to my checking account. I asked her how long it would take to go back into my account and she said it would be credited back to my account by Friday. I told her that I hoped so because I had a bill that was out there that was part of the money the had taken out of the account. (There is a bit of difference between $12.80 and $128.00.) She said no problem and that she was processing the credit as we spoke and also gave me a conformation number for that and said the money should be back into my account by Friday. Well, here it is Friday.
    I checked my account and NO CREDIT. SURPRISE, SURPRISE. Oh, by the way,the check I had told Justine about went through my bank as of last night, and due to the money not being all there, I now have a $25.00 Returned check fee!!! I called XMRadio immediatly and spoke to a representive by the name of Arme. After I told her about my call to them 3 days ago and what was supposed to happen, she proceeded to tell me that the person I spoke with before never processed the credit. I told her that she gave me a confirmatin number. I gave Arme the number and she proceeded to tell me that there was no such number. I said, so she lied to me!..Arme said she was going to process the credit herself and then she gave me a conformation number. I asked to speak with a supervisor several times and was put on hold several times. Each time Arme came back on the line I was told the supervsors were very busy. I asked about another number I could call and she said that there was only the one I just called. I asked for a location that I could write to and she told me that I would have to send it to South East Asia. At this point I am about ready to boil over. I can not believe a buisness can be ran this way and continue to stay in buisness. I am considering canceling my subscription and writing to the BBB and FCC concerning their buisness practices. This is not right and from the majority of comments I have seen on here, there are a lot of unhappy customers.

    R. Kiefer 9/11/09 6:34AM

  • This copany and their service is the worst i have ever experienced in my 62 years of life. I wish there was another company because I would stop my bussiness now. Rude, lie, and laugh at you while they are doing it. It is no wonder they have so many complants on this web sight. If you have never used their product don't start.

    tarnold9999@chartermi.net 9/4/09 11:58AM

  • I have sent e-mails to XM Radio for several days now with no response.
    I called the 1-800-967-2346 customer service number, and after going through all the pre-recordings, was disconnected twice without any human interaction.
    I then tried calling the 1-877-967-4672 customer service nubmer and had the same results as the other customer service number.
    My on-line stream has been stopped, although I have had my billing amounts paid and posted to my credit card account.
    I have had no luck in getting assistance to resolve this discrepancy.
    YOUR CUSTOMER SERVICE IS NON-EXISTENT AND I AM EXTREMELY DISSATISFIED.
    PLEASE ADVISE ON ANY OTHER OPTIONS TO SPEAK TO SOMEONE TO GET THIS RESOLVED.

    Anonymous 9/3/09 6:19AM

  • I canceled my service back in April. The customer services representative I spoke with to cancel my service told me that as 'a thank you gift for being a good customer' they would give me 3 months free service. Now I am being called by a collection agency saying I $47. I was NEVER told that this was a 'trial' subscription (why would I trial a service that I was canceling?) and that I would need to call back in 3 months to cancel. After a few go-rounds with the regular customer support numbers - put on interminable hold, transferred to the Spanish Language support line I was eventually being told that, essentially, too bad, I was wrong and I owed them money.
    (BTW - everyone I spoke with was nice and pleasant. No-one was rude or disrespectful - they were just having to toe the party line).
    So - I called the Corporate Customer Support number listed and ,after a few minutes on hold, spoke with a Very nice lady who credited my account and also said she would contact the collection agency to clear the account with them as well. Bottom line - don't mess around with the regular support numbers. Go right to the top and be done with it.

    Anonymous 9/2/09 8:06AM

  • ive had a lot of those calls. what you need to do is call and ask to speak with a supervisor that may help. most likely they are so stupid they don;t know what to do.

    Anonymous 9/1/09 6:51PM

  • I have called 5 times about a refund. Each time they tell me it has been processed and that I need to wait 72 hours. It has been 47 days and 5 phone calls. Nothing but how sorry you are.
    This is pathetic service. You had no problem billing me every quarter on time !!@!!

    Anonymous 9/1/09 6:13AM


  • I have been on the phone trying to resolve a billing problem for over 43 minutes. I have been cut off three times. I have spoken to the Phillipines twice and once to Jamica...

    Each time they give me the same wrong info and try to sent me to billing, where I get cut off....... Cut off three times. I am again talking to someone in Jamica again and again I am on hold.......

    I am being billed for four radios, I have two..... I have one in my Tahoe and one express radio, that was delivered to 600 Sunland Park Dr. in El Paso TX.... I do not know where the others were sent, I did not order them and I want my charges taken off.

    When I renewed my account the representative sounded like he was on drugs..... He supposedly waved one of the $18.56 charges and it is appearing on my bill, with the other wrong billing.

    It appear there are no supervisors available in Jamica to take my call, and in an expedited fast process, they indicate they will call me back in 24 to 48 hours, isn't that fast Customer Service.........

    I would rate your Customer service as a ZERO.......

    mtantimon @hotamil.com 8/31/09 8:56AM

  • We had 4 xm and one sirius radio. The sirius came in my wifes new car it had 1 year free trial wich expired recently. Sirius called my wife and said they wanted to veryfy her information and said they would charge her card 298.00 for 2years service. And that if she did not get in touch with customer service the charge would go thru the next day. My wife told them that we had 4 xm radios and could we bundle them since they were the same company for a discount. They transfered her to customer service where she was on hold for some time. After finily talking with a person with a heavy acent and of no help at all so she cancelled her service. Then she showed me where XM was going up 2 bucks a month for some kind of roalty charge. I had been thinking about droping the service for a while due to all of the comercials. More comercials than conrtent.And the rising rates. So i called them the next day and cancelled the other 4 radios and i am getting a refund on charges paid in advance. I am feeling real good about this. Its the only way to deal with monopolys.

    bvines 8/27/09 6:10AM

  • Customer service, very nice people, but you have to be in their back for cancelations and still they charge your card. Very bad, that makes me extremly upset i will never pay money again for the stupid radio!

    beck29 8/21/09 2:30PM

  • I've had the exact smae experiances as the rest of you. No or poor customer service. I have been trying to get my billing straight for over 7 weeks and been put on hold, hung up on, been delayed - you name it, I've experianced it. I go to the point of faxing a letter to their corporate office but guess what? That fax number has been disconnected now as well.

    Doen anybody there even care about these numerous issues? In this day an age where compnaies are starving for customers and trying to keep the ones they have, this company couldn't care less.

    Anonymous 8/20/09 11:14AM

  • OMG - We are now being charged a royalty fee for what we are already paying for? What about the freakin' advertising I hear on every channel I listen to? This has become ridiculous! I'm starting to feel like this is a cult and you can't get out. Hello . . . Can you not understand that when I say I want to cancel my service that is exactly what I want to do? I don't want to pay $20 for 5 months - I don't freakin' want 3 months free - I just want you to turn my service off because you SUCK!!!

    Anonymous 8/18/09 2:01PM

  • I have been trying to close my XM Radio account for over 3 months. Thanks to this website I was finally able to get a live person to talk to.

    My XM experience has been dreadful from the start. The equipment was unreliable, setup was difficult and customer service has been abysmal.

    Even the programming was not great. It is not commercial-free; in fact many of the commercials are for other XM stations. Syndicated shows have the same ads as they do on broadcast radio. And XM keeps adding and removing channels, which is annoying.

    In short if you are thinking of getting involved with XM radio, I’d recommend against it. I think it was a bad decision by the government to allow Sirius and XM to merge thus creating a monopoly on satellite radio. The results are apparent.

    Disgruntled Customer 8/13/09 10:36AM

  • I have been trying for two days to get my new radio going and no luck. I have called xm radio 5 times and been cut off two times. I don't understand what is so complicated, and I don't understand why my radio can not be activated. If I didn't like xm so much I would say forget it and send back my radio. Help
    V. Van Sickle

    Anonymous 8/12/09 8:05PM

  • XM SUCKS PERIOD.SO DOES CUSTOMER SERVICE.AFTER 4YRS OF PAYING FOR A YEAR IN ADVANCE,AND THEN WANTED TO CANCELL ONE OF MY RADIOS,OF WHICH I DID BY MAIL.THIS COMPANY WANTED TO STILL CHARGE ME THE TIME MY OTHER RADIO WAS STILL ACTIVED.I TOLD THEM I CANCELLED BUT STILL THEY HAD IT AVTIVED.I THEN CALLED THEM EVERY DAY,BUT IT DID NO GOOD THEY WANTED MONEY.I THEN SAID CANCELL MY OTHER RADIO,BUT GUESS WHAT IT STILL ACTIVED.STUPID PEOPLE AT XM

    Anonymous 8/9/09 5:13PM

  • My husband renewed his subscription over the phone for one year. They debited from his checking acct for 3 yrs. We have called for 6 weeks trying to get the $288.45 credit. We have been on hold for hours, hung up on numerous times,etc. When asked to speak to a supervisor, we have been told they are unavailable and will call back. We never get a call back from a supervisor..and have never been able to speak to one on the phone. I used this # today 877-967-4672 and spoke to an American who promised to call back by end of today with an answer why our credit has not been issued. This is the worst case of customer no service that I have ever experienced! Once we get the two year credit back...we will never renew again. Their product is not worth this much hassel!
    Next step I guess will have to be the FCC

    SandyH 8/6/09 5:41AM

  • Sounds like a reggae party is going on in the background, rude CS and plenty of hang ups.

    I have dumped 3 radios in the last year and I dread having to deal with them ever again.

    The CS pretty much matches the product at this point.

    Anonymous 8/5/09 2:32PM

  • These guys are horrible!

    They don't listen to your issues, aren't accommodating, and don't seemed to be concerned about attracting or retaining subscribers.

    Customer service at it's worse.

    They'll never get my business.

    Anonymous 7/30/09 4:36PM

  • XM Radio was great but since the merger with Sirius it now sucks.

    Upcharges without getting my permission, even an "invoice charge" being tacked on is just too much.

    Try getting this resolved with a representative and either they can't speak English or will hang up on you.

    Obviously, Sirius has severe cash flow problems - not the subscriber's fault.

    Perhaps they need to cut back the "Shock Jock's" ridiculous salary?

    Cancel me out!

    FedUp 7/29/09 3:02PM

  • Well on my 3rd attempt to get my xm reactivated after xm deactivated to wrong device. No luck. I have done exactly what they asked me to do. Make sure the vehicle is in an open space so it can get a signal. Turn on channel 1 for 20 mins. no more than 30 mins. Still no signal. I have been placed on hold for troubleshooting and they never picked up. Just think, they wanted to charge me to reactivate because they deactivated the wrong device. I enjoy XM but this is stupid.

    me 7/24/09 6:02PM

  • Had a 3 year contract that expired in April 09. XM sent a bill to the wrong address. When my ex sent it to me in May, I called to cancel my service. Got a bill in June for an "automatic service fee". Called and again verified that my service was cancelled. Got another bill in July. Guess what? No records of me calling in May or June. The off-shore customer service center never made the correct entries into my account. I checked this web-site and found the Corporate Customer Service number: 877 967-4672. They waived the "late fees" of $27.76 and I paid for another 3 year commitment. Whatever idiot set them up with off-shore customer service should be fired. Imagine, a large corporation trying to get $27.76 from a customer who immediately signed up for another 3 year plan for over $350 once someone took the time to listen. The mentality of instead-of-helping-cutomers, squeeze-them-for-anything-you-can-get just isn't effective. Companies should know better. The corporate number above was a breath of fresh air in a 3 month fight. What started as a nightmare, finished off with a pleased )although ruffled) customer.

    shouldknowbetter 7/24/09 2:32PM

  • My husband and I both have XM radio in our vehicles. The screen went blank on his device and he purchased a new device. He tried to get it activated earlier today. They charged him $50.00 to do this. His device was only two years old but Circuit City had closed in our town where he purchased it. He got it activated this am with an additional $50.00 I would have not paid because of faulty equipment. I got in my vehicle and could not pick up anything but the xm preview channel. I called corparate xm #. Spoke with Alex in the El Paso, TX office. Tried to explain to him what happened. He could not understand me nor could I understand him. He told me there would be a $15.0O reactivation charge and I told him no way. They disconnected the incorrect device. He says he will wave that charge but insisted I give a credit card number that the one on file had expired. I heard my husband give a card # this morning to them when he called. I refused to give him another number. He told me how to activate my acct they disconnedted in error and hopefully it will work.

    me 7/24/09 1:11PM

  • IN JULY OF 08, I CANCELLED MY ACCOUNT. IN DECEMBER OF 08 I WAS SOMEHOW RE-SIGNED UP AND MY ACCOUNT WAS ACTIVATED WITHOUT MY ACKNOWLEDGMENT. I CANNOT GET THROUGH TO ANYONE THAT WILL CANCEL MY ACCOUNT AND NOW IT HAS BEEN SENT TO A COLLECTION AGENCY. i HAVE CALLED THEM 9 TIMES TO GET THIS STREIGHTENED OUT WITHOUT ANY ANSWER OR REPLY. NO SUPERVISOR WILL TAKE MY CALL AND THERE IS NO WAY TO GET PAST ANYONE TO GET TO SOMEONE THAT WILL HELP

    Anonymous 7/20/09 11:44AM

  • XM was going to charge me for my internet service. I told them no, and to take me off . They said I needed to give them an expiration date on my credit card so they could cancell it. I told them no. This was done in march 2009. they went ahead and charged my credit card anyway without my authorization for May. Now they have charged me again in July. I called and told them to cancel and they said they would reinburse my credit card. Now lets see if they do.

    Anonymous 7/18/09 9:44AM

  • I just talked to someone in Panama City. What terrible service. I am quitting. Too bad there is no competition. I am going to the FCC to see if they can help. DTI, Washington

    Anonymous 7/17/09 12:38PM

  • Hung up on while attempting to remove a radio from my account.

    Wanted on hold for 30 minutes. After being transferred once I spoke to an agent for about 2 minutes. I was calm the entire conversation. After I said "I would really like to cancel the radio subscription- the radio has not been connected for a year", the agent responded by hanging up.

    I called back to find that the agent had in fact canceled the single radio.

    I'd like to think it was a technical issue. The timing of the hang-up lead me to believe otherwise. Almost seemed like when he realized he would not be able to convince me to continue service on a radio that was collecting dust - it was not worth continuing the call.

    I have been happy with XM in the past. Every year or so I need to call their call-center to swap around radio subscriptions. Each time I have another poor experience with relatively simple tasks. There customer-service web-site has also been unchanged over the 4 years I have had service. 10-minute delays to update basic data,etc...

    For a business attempting to stay-in-business they should really do more.

    Anonymous 7/16/09 6:15PM

  • XM double charged me for my vehicle activation by debiting my checking account twice for the same amount.
    I tried getting thru to customer service and kept getting disconnected. I finally sent an email but then came across this website and read all the comments. I contacted Bank of America. They are filing a claim, have temporarily credited my account for one of the payments and said they would get back to me after they investigate. Maybe the XM service folks will be more helpful with Bank of America.

    texdave 7/9/09 4:17PM

  • Hmmm.....Called the customer service to cancel my leased vehicle and add my new one. I was on hold for 27 min and then told the rep that I wanted to cancel my account and add the new one, she stated she could not do that and hung up on me. Called back, waited 44 min and disconnected. Called back and requested new service and got a rep in 30 seconds. Told her what I wanted and placed on hold. 25 minutes later, hung up on. Then I found 877-967-4672 and got Deloris. She was very pleasent, explained that I had called corporate offices and she would help me. 10 minutes later I had my new radio switched, old one cancelled and my bill consolidated with my wife's radio. I had two seperate accounts and never knew it! Deloris stated that it seemed to be the trend and she would stay with me,not place me on hold and fix my problem and she did. Thank You Deloris. I love XM but hate the customer service. It is a no wonder they are on the verge of bankrupcy.

    FireRob50 7/7/09 7:12PM

  • This company has the absolutely worst customer service I have ever seen. I called the corporate number and they transferred me to the crap number where I sat on hold for another 30 minutes. NEVER NEVER NEVER SIGN UP FOR XM

    Patrick F 7/6/09 1:10PM

  • I am so dissappointed with the way that I have been treated as a customer of XM Radio. My initial free trial period with the purchase of a new car ended and several times I received calls during the day to renew my service. I asked if they could call after business hours and they assured me they would, but then didn't follow through. Finally, I called during my lunch hour and then was told that I had to be in my car within the next 3 hours and let the radio play for 15 minutes OR I would have to call back and get a new signal sent to my car. This upset me because of the outrageous amount of time I was on hold just to renew. The product is great, the customer service and renewal steps are ridiculous.

    PatriciaL1964 7/1/09 7:54AM

  • ABSOLUTELY AWFUL CUSTOMER SERVICE!!!
    On June 23, 2009, My wife called XM to tell them they were overcharging us. The woman (Jennifer) made real nice and told her that all was good, asked for debit number, which my wife provided, then Jennifer informs my wife of additional charges that must be charged. My wife was in disbelief. Jennifer then had the audacity to tell my wife that they will be charging our card for a year, late fees, and an invoice fee. I speak to Jennifer and politely request to speak to a supervisor. She refuses and stays to her script of "I'm sorry you feel that way. I'm doing what I can to help." She was not helpful. She puts me on hold 9 times, yes 9 times, for anywhere from 1-10 minutes. Over a half hour later I am finally transferred to a supervisor, only the phone rings and rings and rings. After 12 minutes Leticia picks up. I explain the situation and she puts me on hold for another 10 minutes. She then comes back and states to me that she is hanging up. What? I call back and request to speak to a supervisor. 5 minutes later Jeff picks up the phone. He tells me that the late fee and invoice fee have been waived and it would be noted on the account. I inform him we want to cancel the service. I request a call back from a person in authority at XM. He tells me someone would call. Here it is a week later and no call.
    I had even provided an out to Jeff to resolve the issues. I had asked the late and invoices fees be waived and receive two months of service as a goodwill gesture on XM Radio’s part. He stated he could not do that. I asked again for someone in a position of authority to call me to discuss the issue. No one ever called. Why does XM Radio make promises it has no intention of keeping?
    Today, June 30, 2009, I call because we noticed on our bank statement that we had been charged for a year of service, a late fee, and an invoice fee ($154.93). I call and speak to Janinie, explaining the situation. I inform her that we want the service canceled and the cancellation should be retroactive to May 20, 2009 when the service was deactivated by XM. She puts me on hold and then hangs up on me. I call back and speak to Evette. I explain the situation. She speaks from a script as well and then tells me that a credit will be issued within XM for 139.72. An internal credit? Wow that's good business! I inform her that is not what pervious representatives of XM had shared. She says that it is company policy to charge in invoice fee.
    I had shares in XM that I’m selling. If cannot trust the company that I own a part of how can I in good conscience provide them money. XM Radio is a company without a conscience and acts in with morally bankrupt attitude. I just wish that XM Radio cared about its customer.
    Sincerely,

    Matthew Evans
    A former XM Radio listener and former shareholder.

    MR SMITH 6/30/09 7:22AM

  • WORST CUSTOMER SERVICE I HAVE EVER ENCOUNTERED. I KNOW YOU SHOULD NOT TYPE IN ALL CAPS, BUT THIS SERVICE DESERVES THIS. WAS ON PHONE OVER 45 MINUTES, DID TALK TO SOMEONE ABOUT CANCELLING SERVICE, PUT ON HOLD AND DID NOT GET BACK TO US. CALLED BACK ON TWO OTHER PHONES AND ACTUALLY GOT IN BY SAYING I WAS A NEW SUBSCRIBER. YOU WOULD THINK YOUR CURRENT SUBSCRIBERS WOULD GET BETTER SERVICE. MAYBE THE HIGH CALL VOLUME IS DUE TO EVERYONE DROPPING THEIR SERVICE, NOT THE UPGRADES OR WHATEVER THEY ARE DOING. WHAT LITTLE WE DID TALK TO THE FIRST REP, THEY DID NOT WANT TO CANCEL OUR SERVICE, AND EVEN OFFERED TO LET US HAVE IT AT HALF PRICE. EVEN AT HALF PRICE, WITH TYPE OF CUSTOMER SERVICE, IT IS TOO MUCH. BEWARE OF THIS COMPANY.

    Anonymous 6/27/09 8:40AM

  • WORSE CS I have ever had to deal with. Called to cancel 1 radio and ended up cancelling all my radios becausethey made wait 50 mins before somebody would answer my call.

    RJP 6/26/09 6:39PM

  • Xm radio is the absolute pits when it comes to customer service. I recently switched to online services only and XM tends to also take out money from my account even though I pay the account on time and before the due date. Also, if you have an online account only, you cannot call the 800 number on the website and talk to a customer service rep b/c they do not handle online only. Incredible. I would not recommend this service or XM to people.

    Anonymous 6/24/09 11:58AM

  • I find it very hard to believe that there is actually nice, helpful people working for XM Radio. I want to talk to this Josh or Richard. I talked to 3 supervisors and 2 employees all of them were useless, & mean. Can you believe that they got me to pay for fees from 2007 & 2008 that were not mentioned when I called for a promotion I got via e-mail. I know they maliciosly added them on because i got very mad at them so the got me by adding unexplained fees. Be careful and document EVERYTHING when you are dealing with them or just stay away from XM!!!!

    M Rod 6/22/09 2:53PM

  • I called customer service and it is true, they lie to you over the phone and make you believe that everything is taken care of. They are trying to have me pay a three month subscription I did not want. They charged my credit card and I'm reversing the charges. Stay away from XM. Thay have a fraudulous system.

    NY_Joe 6/14/09 10:30AM

  • I just had a wonderful deaing with the XM Customer Service Department. a gentleman by the name of Richard assisted me and was able to handle my request. THANKs XM I would be lost ont he road without you!

    Rivergirl 6/12/09 9:02AM

  • I WOULD MOST DEFINITELY LIKE TO REGISTER A MAJOR COMPLAINT. NOT ONLY WAS I LIED TO ABOUT SERVICE WHEN I DID NOT THE SE PEOPLE WANT TO ADD A $2 CHARGE TO SEND A BILL WHAT A CROCK OF S**T

    Anonymous 6/11/09 3:27PM

  • I called the number provided by this site and I got through immediately to XM Corporate, I needed customer service because I was having problems. The lady at corporate gave me the number which is 800-967-2346 and transferred me there where I waited less than a minute for a human. Not the best customer service, I think I actually heard the girl roll her eyes at me.

    circuitboynm 6/11/09 1:34PM

  • I just tried to settle my account and ended up cancelling it. One must be able to understand the person your talking to,didn't happen. I had two radios and was costing me about $30.00 a month for both $174.00 every six months, I was under the impression when I added the other radio it was not going to be another full sub price. I just couldn't the woman to understand and try figure out what the situation was and try to get it resolved. I want my account up to date and all subs cancelled. Thanx

    Dodgem33 6/10/09 1:14PM

  • I want to add my experience in doing business with this company. I started at 9:30AM by calling the numer on this web page. I was then tranferred three times where I got to speak with a rep - not sure if she was customer service or not since she did not identify herself. I had to ask for her name which she mumbled so I asked again which again she mumbled. I finally asked her to spell he name. I explained I wanted to reinstate EX radio service which took her over 30 minutes to look up and attemtp to understand why I was calling. She then agreed to renew my subscription for another year and I gave her my credit crad infomration to pay for 1 years worth of the services. As she was closing the deal she csually stated my card would be automatically debit year after year until I cancelled the service. I explained we had agreed to one years worht of service so why was she sneaking in thisidea of debting my card year after year until I ncelled. This got me mad since she was real sneaky about this and if I had not been paying strcit attention I mihgt have agreed to having my card debit again and again. I then asked to speak with a supervisor. This person sounded like a robot in her apologies and her explanation of my expersion with her employee. Long story short I cancelled the entire order and asked her to close out my account with them since I willno longer do business with this company.

    Anonymous 6/5/09 10:43AM

  • I've been trying for 2 months to get a copy of my proof of purchase for a p.o.s. audiovox player that broke down. They keep telling me they sent it to me but it never shows up. I can't get the warranty work done without this, and their customer serivce people are plain idiots. I've been paying for a service in one of my vehicles that doesn't even work.

    Anonymous 6/3/09 11:42AM

  • I have been trying to cancelled an additional radio for a year and they want do it.. Your company has very bad customer service..

    Anonymous 5/21/09 10:53AM

  • Very poor customer service. I had a problem with getting a bill for service I did not want. Ask customer servie rep for her supervisor and I was told they were in meeting and I could call back. When I ask for a supervsors name I was told they were in a meeting again! What a F------runaround! This is a BS company. I would never recommend XM radio anyone! Buyer beware!

    Anonymous 5/18/09 3:15PM

  • I did not appreciate no notification that my checking account would be automatically debited for $142.45. I don't recall authorizing XM to retain my card information and make automatic deductions. I received no notice or email indicating that my account was up for renewal. A notice would be greatly appreciated. I have requested that XM not retain my information however Zack provided no confirmation that he was taking care of that. He was rather "lack luster" about the entire matter.

    Anonymous 5/14/09 2:37PM

  • I PAYED MY YEARLY XM FEE THEY CHARGED MY CREDIT CARD 265.72 INSTEAD OF THE 96$ IT'S BEEN 4 WEEKS AND STILL TRYING TO GET THEM TO CALL ME OR FIND SOMEONE WHO CAN HELP. I AM SENDING THEM 4 EMAILS A DAY AND 2 PHONE CALLS A DAY, JUST SIT ON HOLD FOR HOURS WITH NO RESOLVE. I AM GETTING RID OF MY SIRIUS / XM RADIO'S CUZ THEY CAN'T EVEN TAKE A SINGLE PAYMENT WITH OUT IT TURNING INTO A 4 WEEK HASSLE

    CJHAMMEN 5/14/09 7:42AM

  • I called 1-800-XMRADIO to cancel my subscription due to I was turning in my leased vehicle and got disconnected three separate times - very annoying. Finally Called the cancellation line listed here and got someone who put me on hold for over 15 mins only to get diconnected once again. I called back on March 19th to diconnected and close on the March 27th. I recieved a free XM radio for my trouble??? (now why would I want a radio if I wanted to cancel service?).

    Anonymous 5/5/09 1:02PM

  • I've been on hold waiting for customer "service" for 15 minutes. My credit card was just charged $711.58 for XM services which I did not authorize (or want at that price).

    Anonymous 4/21/09 7:33AM

  • Bad Customer Service was the main reason for cancelling.

    I called to cancel one of two radios because I sold one of the cars. I was transferred around a number of times then the call was disconnected. I called back a couple of weeks later to pay my bill and was told the radio I requested to be canceled was not. So I said please cancel it and I did not think I should paid for the one that should have already been cancelled. The customer service person told me they took the charges off and gave me an amount to pay and I paid it…

    A week or two later I got an email saying I needed to pay my bill - so I called to see what was going on - and to my surprise they still had not removed the radio I had requested cancelled… This made me mad a I told them to cancel both radios. I was then transferred around and disconnected at least 6 times before I could talk to a person who could cancel both radios. They then told me I owed $7.00 for the radio that should have already have been cancelled.

    I ask to speak to a supervisor because I did not think this was right..... I was told there was nothing anybody could do.. I demanded to speak to someone who could adjust this amount... They told me they would get a supervisor then put me in a cycle of endless hold and disconnection.... I called back about 4 times and one time I was even mocked by a customer service person... It was obvious to me that they were playing games with me..... Finally I was connected to someone who told me they spoke with a supervisor and instead of $7.00 it was $16.00.

    Ask yourself - would you use a service that treated you like that? I don't think so. For what it's worth - I don't think this is an isolated event. I've read of other customers going through the same thing.. It is ridiculous to think that you can treat customers like that and stay in business... I might just be one person, but over time one becomes many, and before you know it XM / Sirus will be out of business.

    The technology is catching up with XM.. Some I-Phone type phones can already receive streaming audio from the internet radio stations; which can be output through the aux jack of a car stereo… Once this is perfected, internet radio like Pandora will replace XM / Sirus anyway… You guys should know you are not the only game in town. People have choices and will have more choices in the future so XM should act like they want customers instead of pissing them off with an incompetent customer service department

    Anonymous 4/17/09 8:04AM

  • called 1-800-XMRADIO and got disconnected three separate times - very annoying. Called the cancellation line listed here and got someone who gave me an additional three free months while they increase the signal strength in my area (yeah right).

    Anonymous 4/15/09 8:28AM

  • paid for a lift time subcription...that was the 1st mistake.call them repeatedly...and you'll get a totally different answer to the SAME QUESTION.Don't waste your time writing letters...they don't respond. Worse customer services I have EVER encountered.They want me to pay $75 to transfer my account to a new car...and only because I paid for a lifetime subscription. What sense does this make.

    Anonymous 4/7/09 8:27AM

  • What a difference between the two numbers. Calling 1 800 XMRADIO is a total waste of time. It is 100% scripted and if you dont ask a question that is on the script sheet, these people are completely lost. The number here on the other hand is wonderful. I suggest that you mention that you called this number because you were not satisfied with the standard customer service, as they are reacting to the complaints.

    Long Time XM'er 3/30/09 1:33PM

  • It is not possible to cancel a plan, they jsut hang up on you. I waited 1 hour and 17 minutes the first time before they hung up. They everytime I called they promised to take care of you but nothing happens.

    jukejunkie 3/17/09 10:38AM

  • the costumer service phone service is unsatisfactory. the waiting time for assistance, in my case is, hasn't yet been determine because i haven't been helped yet. i have waited for more than an hour and still waiting. it is very frustrating and unprofessional.

    Anonymous 3/13/09 8:01AM

  • XM charged my card after being told I did not wish for them to do so for renewal. Have been waiting since the end of December for refund and have called at least 10X an have been told the refund is "in process" but no refund. Found this site today and called the 877 967 4672 number which is the Corporate Number and Roberta told me she would look into the problem immediately. No money yet, but am feeling hopeful.

    Anonymous 3/9/09 1:20PM

  • Horrible, repetative and unhelpful menu, terrible long wait, never did get helped.

    My traffic information is no longer comming to my 05 Acura RL and can't get help with this.

    Anonymous 3/9/09 10:20AM

  • Am I the only one that believes a 28.5% increase in rates is a little stiff in these times? I called customer service and waited an extended period to finally get a Listener Car rep in Asia who was difficult to understand and hear. I asked to discontinue one of our radio subscriptions and asked her to send an email to confirm requested changes in our account. She promised a confirmation and then offered to transfer me to another department to cancel...and disconnected me. I then sent an email to Listener Care web site address and requested an email update of our account status. Following is the response I have repeatedly received.

    From: listenercare@xmradio.com
    Subject: User Feedback from xmradio.com [T20090306008HS060]
    Date: March 5, 2009 8:40:48 PM CST
    To: xxxxx

    XM is proud to announce our exciting new lineup.  Along with your favorites, we have added new channels, shows, legendary DJ's and celebrity hosts, giving you more of what you love about satellite radio.  You'll get 69 commercial-free music channels covering all genres of music, including new channels like Bruce Springsteen's E Street Radio, the Grateful Dead Channel, Elvis Radio, Jimmy Buffett's Radio Margaritaville, Siriusly Sinatra, Metropolitan Opera Radio, Eminem's Shade 45, Jam On, Little Steven's Underground Garage and more.  Plus, you'll also get new personalities and exclusive shows like Barabara Walters, Chris Mad Dog Russo and Jeff Foxworthy.  And, even more entertainment including Doctor Radio, Blue Collar Radio and the Foxxhole.

    I have waited three times through their extended customer service music/voicemail tree and continually receive the same customer "feedback promo". They don't get it.

    Evidently, the only way to cancel service is to cut off payment through my credit card. We have enjoyed their service as early adopters but are no longer satisfied with their greedy pricing and poor customer service.

    Anonymous 3/7/09 7:48AM

  • I cancelled my radio over a month ago and they still are charging my account. I can not get any one to answer the phone...just on hold for 45 min and holding.
    NEVER AGAIN WILL I HAVE XM RADIO

    dsj48 3/5/09 12:22PM

  • No wonder you all are suffering. I've been on hold for 30 minutes trying to straighten out how you over billed me by $150.00. when you all started commercials, that was the beginning of the end.

    suebee144@aol.com 3/4/09 10:26AM

  • Isn't it amazing the lengths this company will go through to make things hard for people trying to cancel their radio plan. I had 6 active XM radios and when I called to question an why one was made inactive, I was told I hadn't paid. I paid it months earlier and had the credit cards receipts to prove it! I was put on hold and told I still had to pay! When I asked to speak to a supervisor I was disconnected. I called back spoke to a supervisor and explained I had the invoices to prove I paid and was told again I had to pay!!! I immeditely asked to be transferred to cancel all my accounts. To my surprise someone picked up the line right away. I cancelled all my radios and will never go back!!

    XMSUX 3/3/09 8:07PM

  • i used the 877-967-4672 number and i was speaking to someone in seconds... this was after being on hold for 30 minutes and the call disconnected!

    Anonymous 3/3/09 4:43PM

  • I am trying to cancel and can't get ahold of anyone. On hold for 30 minutes.....

    Anonymous 3/3/09 10:04AM

  • 45 minutes and transfer two times and still can't cancel this over repetitive and commercial proned XM radio. WTF should be the first words out of my mouth when I get someone on the line.

    Biggs 3/2/09 9:32AM

  • I am trying to cancel my subscription and I get a lady from jamaica asking me on the US finacial status the weather and how she like reggae music after 5 minutes of looking up my account she asked me how can I help you, i told he I need it to cancel XM and she told, "can you hold I will transfer you to the proper party" after a few minutes of dead silence the call dropped so I called the number again this time I chose to speak to someone in spanish so Now i get the Dominican republic and once again when I told him that I need it to cancel my XM subscription I get put on hold AGAIN!!!

    is evident they are running a Scam here

    One day at a Time 2/25/09 12:18PM

  • I was overcharged in Octber of 2008. On December 8, 2008 I was told I would receive a credit for $225. It is now February 20, 2009 and I still have not received my credit. I have called several times and was only able to speak to a supervisor once. One week ago I was told by Kesia in the Billing Escalation dept. that my credit had gone through-it has not. I would nver again give XM radio any money. They are friendly on the phone,but do not follow through.

    Dawn Smith 2/20/09 12:03PM

  • I called to cancel my subscription, pressed Zero immediately and was in touch with a human in a few minutes. Of course Joann ( I think they are all named Joann, for some reason)said there were technical difficulties and they could not access my account. she did give the the direct line for cancellations, 800-998-7900. Called that and got another human who again explained that they were experiencing technical problems and to call back in 1 hour. Will update later.
    PS: have been trying to cancel for more than a week.

    bmoore 2/10/09 11:23AM

  • I have never been so frustrated before in my life. I am currently on hold for the 4th time, each time over 1-hour. I am trying to cancel my service, and they just keep transfering me around hoping I will go away. Is this legal?

    Anonymous 2/3/09 5:30PM

  • I called customer service 3 times about a station I wasn't getting that was part of my pkg. Two reps tried to send me the signal, but it didn't work. I called again and this rep said it was not part of my pkg, and tried to tell me to upgrade so I could have it. I asked to speak to a Manager because I thought a Manager would be more knowlegeable and understanding of customer service. I waited on hold for 15 minutes. A manager (gave her name as Carrie Ann)came on the phone. She did not listen to what I had to say, but talked continually, like a recording. When I raised my voice and asked her to listen to me, there was complete silence. I explained the problem and she said nothing. She was RUDE, and obviously has NO people skills. I asked to speak to her manager and she said "it doesn't go any higher than her". Nothing was resolved and I was very upset, so I hung up.

    Anonymous 2/3/09 12:04PM

  • XM Radio has the most HORRIBLE customer service out of the Carribean. I've been expecting a refund for $152.62 since Sept. I will NEVER do business w/ XM ever again & I will be sure to bad mouth the company to all friends & relatives!!
    I finally got the issue resolved through Geraldine out of China. She has excellent customer serivce skills. She was able to explain things clearly in 5 mins. I think XM should evaluate carfully who they hire for customer service if they plan on retaining satisfied customers.
    Regina Meachum

    Regina Meachum 2/1/09 9:32AM

  • This is the worst company customer service I have ever experienced. I was on hold for 15 minutes one afternoon ... when the service representative finally answered, THEY dropped my phone call. Later that night, I called back ... I was on hold for 15 minutes again before the call was answered. I asked the representative to take my number first so that they could call me back if the call was dropped. They said they were not allowed to call back. After telling the representative the reason for my call, they said they would transfer me, put me back on hold and I held for 40 minutes before I hung up. This is by far the worst customer service I have ever experienced ... I am trying to cancel my membership.

    Anonymous 1/15/09 4:59AM

  • I called XM radio in September of 2008 to cancel my service. I was tired of paying for listening to commercials. They wanted to keep me as a customer (now I know better) and said I could keep service for 3 months for free, absolutely no cost. I just received a bill for Jan-March of 2009 and called them the next day. They want to pro-rate my bill for the first 13 days of January which I find unacceptable. They state that I should have called in advance. This is the worst customer service I think I've ever received. They aren't helpful other than asking for your credit card and trying to sign you up for more "bargains" which I am sure will cost you in the long run. Lesson learned -- nothing is FREE. I guess they will try to get the $9.20 out of me. If you try to cancel and they want to give you something for FREE, don't do it!

    Anonymous 1/13/09 12:54PM

  • they make it tough to cancel. I think they try to wear you down

    Anonymous 12/31/08 10:59AM

  • I have trying for two months now to get a problem resolved with XM via phone support and email....email's produce no results, phone support people don't understand or know how to resolve the issue..the typical answer is that they are working on the site...plus more often than not I get disconnected. I've called at least 10 times over a two month period. The problem is still not resolved!

    Jo 12/16/08 6:06PM

  • Awful customer service. I was hung up on twice and then finally got a human. Couldn't understand him and couldn't get him to repeat workds I didn't understand. I used to love my radio but I'm going to cancel!

    Angel 12/16/08 3:34PM

  • I have been trying to access XM online for over a month!!! This pops on the screen:
    Reference #97.a7f6df5a.1226522273.2c13b7fd
    Does anyone have a direct (non-800 or 877 call) I live in the UK and have been trying to disconnect online XM for 2 months. HUGE MISTAKE! Now, the website NEVER loads and i refuse to call and have to pay crazy rates for a drawn out call. I will NEVER EVER have anything to do with XM again..horrible company!

    jainuk 11/12/08 1:41PM

  • Worst Customer Service Experience I have ever had with any company period! Multiple attempts to correct billing issues with multiple hang ups, endless holding patterns with temporary results only to have service dissruptions over and over again. This company has no idea what customer service is about! If there were more choices for Sat Radio, I would have left them long ago.

    Anonymous 10/27/08 6:56PM

  • Terrible, terrible, terrible, customer service. Long wait times, frequent disconnects while on "ignore". The menu system is useless unless you want to buy something.

    The Customer Service Reps have a poor grasp of English as a rule. I had to explain my problem THREE times before the person understood what I was asking. Twice she told me it was a problem with my radio. Once I finally got her to understand that it was a problem listening on line, she offered to send my user name and password. Finally, I got her to understand that the problem was on their server with the account being deactivated for no apparent reason. She reset it, so I could log in, but I still as of now can't get any channels to play.

    After all that, she tried to sell me three different products I didn't need. Then she asked if I'd like participate in the customer satisfaction survey. When I said yes, she told me to stay on the line. I did that and was promptly disconnected.

    I don't think I've ever experienced worse phone support.

    Anonymous 10/21/08 9:09AM

  • If you're having a problem with the overseas call center, STOP - and call this number instead... 877-967-4672. This is the XM Radio "Customer Escalation" center.

    I had to research on my own to find this number because I couldn't get the overseas call centers to help me after four separate phone calls.

    Hank 9/17/08 1:57PM

  • Submit your comment >>
  • Just got off the phone (the Iowa location/number) with Megan Employee ID #731323 - I asked) who is a credit to the XM company for her courteous and helpful assistance. Plus she saved me $80.00 - it doesn't get any better than that! I only waited about five minutes calling the Iowa number versus waiting an inordinate amount of time on the Philippine line. ATTENTION XM: You are not getting your money's worth using the Philippines for customer service. Join the quiet rebellion against out sourcing and bring it all home to the good 'ol USA!

    Anonymous 8/17/10 9:00AM

  • Just called 800-998-7900 and reached Kaoian.
    The wait time was nomial and she was very pleasant. I had some questions about my account and billing, to which she was most helpful. Great product, great service, thanks XM

    Zell from Pittsburgh, PA 8/16/10 1:50PM

  • I started out extremely angry. My contract expired and I was flooded with phone calls, letters and emails trying to get me to renew. They were relentless. I kept calling them back and could not get a person on the other end of the line. I finally found this site and the number listed and got a person right away and was told I would no longer be contacted. We'll see, but the service rep was helpful. XM Corporate, on the other hand, is a dirty, undrhanded, despicable business and no one should ever pay those guys a single penny. Shame on XM for their billing practices. I hope they get sued and go out of business.

    Anonymous 8/9/10 10:15AM

  • Definitely call the 800 number. Talked with Gary and he was such a pleasure to talk to. He went out of his way to take care of our problem which was making sure that my brother's old radio which was stolen a month ago was disconnected and he would be refunded. Don't give up on your XM. Just be sure to talk with someone from Iowa.

    sd customer 7/19/10 6:19PM

  • definitely call 800 number, took me 2 mins to pay bill and setup monthly auto payments from a debit card. and /gasp!, it was an english speaking american!

    Anonymous 7/9/10 3:14PM

  • Thank you for providing the telephone number. I called today and got through right away. The lady I spoke with (Lisa) was very nice and friendly. She credited my account and offered me another promotional deal. I would give XM Radio's customer service a very good rating.

    Anonymous 6/25/10 6:56AM

  • Called to cancel my XM after my car was broken into and my xm unit was stolen. Customer service transferred me to a very nice lady who offered to send me a radio and credit my account. I hae had xm for 3 years and never had an issue until now and they handled it perfectly!

    CantComplain 6/1/10 4:24PM

  • I called the regular 800-967-2346 number today and while I was on hold forabout 5 minutes the person I spoke to was very nice, in the USA, and took care of the cancellation with no issues. Thanks Steven!

    TrexSG 5/24/10 12:39PM

  • I had to make some critical changes with XM and needed professinal assistance. Johnathan a very good service representative made it easy and I can't say enough good things about XM service. Keep up the good work.
    Edward Kelly Cleveland, Ohio

    Ed 5/5/10 11:20AM

  • I must say, that while on hold waiting for a servive rep, I was reading all the bad things about XM Radio Customer Service. Except for the 5 minute wait to speak to a real person, I must say that "Lori" was extremely helpful in cancelling my wife's service! It was nice to speak to someone that spoke "good" english and was very cheerful and helpful. Too bad everyone else didn't have Lori!!!!

    Shadow 88 4/29/10 7:23AM

  • I called the 877-967-4672, dialed 0, and talked to a real person right away! He was able to adjust a billing issue right then and there and issue a credit back to my credit card. Probably was the easiest customer service experience I have had in forever.

    happyinfla 4/14/10 10:51AM

  • I just called to update my credit informationa and they were great. Tried to sell me an additional phone but that is what they are suppose to do. No problem talking to Customer Service. EC

    EC 3/14/10 9:27AM

  • I had a wonderful experience with a customer service representative- I believe her name was Sherlyn. I had issues with billing and the resetting of my xm radio, which she took care of wonderfully. She was pleasant to work with, and represented your company perfectly.

    Anonymous 3/8/10 10:08AM

  • Sold my vehicle and was able to cancel service after talking with 2 different reps. Very courteous (although they did try to talk me into receiving a free receiver and extending my service several times) and ultimately closed the account and promised a prorated refund within 48 hours. Total time on the phone was less than 10 minutes. Based upon previous comments, I will be following up to insure that they actually did cancel the account and issued a refund.

    Thumper 3/5/10 11:43AM

  • through and courteous service.

    Anonymous 2/26/10 9:28AM

  • I am a police officer who had a recovered stolen XM radio. The only way to locate the victim/owner was to get the ID # inside the item, call customer service with the number who answered my call promptly. She then gave me the owner's name and phone number who I was able to contact and close my case-thank you!

    Anonymous 2/24/10 1:39PM

  • Works a lot better than doing it online , seem like it should be a lot eiser than it is,my reciever belonged to someone else and would not accept the number ,Talked to a rep. and troubles are over { I Think}

    Anonymous 2/23/10 1:09PM

  • I don't know about all the complaints I read but your customer service worked very professionally and effiecently. I call as my signal to XM was almost non-existent and the rep told me that he would check it out with someone that knew the status of all repeaters. True to his word, he called me back the very next day and informed me that the local mountain in CA had suffer a landslide with all the recent storms. He thought the situation would be fixed soon. Sure enough, today, (2 days later) I am sitting in my office, coping with work by listening to the dead head channel. Great job!!!!

    Southern Cal Experience 2/18/10 1:34PM

  • I just got off the phone with XM radio and was very pleased with my experience. I was immediatly greeted by a friendly woman and my call lasted for only 4 minutes total. I was calling to cancel my service and obtain a refund as my promotional rate had ended and I had already been charged for an entire year of service at the regular rate. I was offered 5 months of service at a little over $4 a month, which was even better than my previous promotional rate. I will also be refunded over $145 in the next 5 business days. She did not hassle me at all and did not offer me any other packages and was happy to provide me with a refund. Thanks XM!

    Dr. B 2/5/10 2:09PM

  • I originally signed up when I purchased my car new and forgot the terms of my plan. I called customer service today to review my subscription plan. The lady was very pleasant and spoke clearly. She explained that I had a quarterly billing plan and confirmed the rate I saw on my CC statement.

    C6Vette 1/26/10 8:02AM

  • My experiance with customer service was sensational.

    Anonymous 1/18/10 4:12PM

  • i had originally called to add a lifetime plan, it was a great deal at the time! i found out they have a plan where you can pay in installments. even better! 4 days later, i noticed there was a charge for $478. I called to see what the charge was for, and whomever i spoke to in god knows where, charged me in full. Read online this is common with other customers. i called customer service and spoke with 2 people who transferred me to someone else. i called one last time before i canceled my whole account with the number above. i spoke to gabriel who was very helpful. not only did i get the original plan i wanted and my refund but received great help. restored my faith in the company.

    602 1/4/10 10:09PM

  • I have been with XM since the beginning...and I switched to Sirius for 3 months by virture of buying a BMW. In spite of being told by BMW I would alter my warranty, I came back to XM. Prior to the Sirius XM merger or whatever is going on, XM was far better than Sirius. I just called and got through in no time. If you do not like to pay for music, you should not be considering satelite radio.

    Anonymous 12/3/09 3:16PM

  • XM Radio might have there issues with billing but i talked to a very nice man by i think the name of pat or rick, i didn't my hearing aid in. he was so nice and helpful. thank you young man...

    coolguy59 11/4/09 12:15PM

  • YOU PEOPLE COMPLAIN TOOOOO MANY, READ THE TEARMS AND CONDITION B4 U SIGN OR VERBALLY AGREE TO ANY SERVICE AND YOU WILL NOT HAVE ANY PROBLEMS.

    ONEANDONLY 10/28/09 5:41PM

  • Excellent Customer Service from EPJORAMIREZ

    Anonymous 10/12/09 6:40AM

  • Call the number above instead of the regular one. The support people I talked to off of this line are US based. (Sorry to say, if you get someone from India, hang up and try to call again...those support people aren't very helpful). I called and talked to India a few times, with them promising to have a supervisor call me back...only to be greeted with a letter from a collection agency 2 months later. (with NO call back). It took me less than 5 minutes to get my issue resolved.

    Anonymous 9/12/09 1:01PM

  • Got a live person within 10 seconds when i called this number. Ive had great service with XM/Sirius and got an awesome deal. Sucks to be all of you. It must be karma.

    Anonymous 8/31/09 11:43AM

  • I want to know which number everyone on this site is calling when they receive bad service. I called 1-800-Xm-Radio and got fantastic service! They were awesome. I might even go as far as to say they were "badass". Totally legitimate. They even gave me a great deal on a portable radio so that I can enjoy their service while at the gym! Kudos Xm Radio! Kudos!

    Anonymous 8/24/09 5:33PM

  • I talked to a nice, helpful gentleman who advised me that my radio was being reactivated sometime within the next 20 minutes or 3 hours. Hopefully, that will happen.

    unionpsychos 8/12/09 5:21AM

  • i had a HUGE billing issue, which i hear is common with this company. i was on the phone for over 2 hours trying to resolve this issue! i found this number on here, called and received someone in customer relations (who was in the united states!!!) instantly i was helped by cristian and he was VERY HELPFUL AND POLITE. broke down my billing for me and everything fell into place, i ended up getting credit for a radio that was never removed from my account, representatives i spoke to earlier left me on hold or disconnected me. call this number it is fast reliable customer service!!! the way it needs to be! thank you cristian!

    joan2 8/4/09 9:04PM

  • Getting a person that could help me was harder than getting ahold of someone in Customer Service. Finally, after 4, phone calls the rep I talked to, Christian, was very helpful and was able to provide a solution which kept me with XM.

    tkrafters 7/28/09 12:57PM

  • Hello:
    I just made changes to my CC number and what a pleasure to not have to sit on hold forever.

    Agent was very nice to deal with. I did have a bit of a problem because she spoke a little fast for these old ears but thanks for the great help and the great programming

    Old_guy 7/15/09 10:42AM

  • Call directly to 877-967-4672

    Don't waste your time with the XM Radio customer service line.

    The agents at that number can fix ANY billing or technical problems. They do a great job ! Fixed my account issues in a matter of minutes & spoke great english. Pretty sure they are in the USA

    fixedcustomer 7/2/09 3:33PM

  • M Rod...sorry to hear about your experience.

    I called and was connected to Josh himself. He was able to handle my inquiry in a few minutes and was extremely nice! What my call was about? It was to cancel services due to financial reasons, but you would think he would be rude or mean since I was taking money out of his pocket--sorta speak. Instead, the opposite.

    no xm for now 6/23/09 2:42PM

  • i also had Josh help me and he was quick to get on the call and handled my concerns very quickly!---------------------------

    matt 6/18/09 4:13PM

  • Great customer service, Josh was helpful, nice and friendly.

    Julesbr 6/18/09 11:45AM

  • I just talked to a service rep named Larry. My call was answered within two minutes and he researched and found all the necessary information I requested in less than 2 minutes. I am very impressed.

    Anonymous 6/8/09 7:03AM

  • very quick response , on hold for about 5 seconds, technician anserwed and solved my question/problem in under 2 minutes....thanks

    Anonymous 3/26/09 6:24PM

  • Extremely helpful. I was on hold for about 30 seconds and the customer rep worked with me through the problem I was having with my radio. Great customer service.

    jenrock 3/25/09 1:03PM

  • 877-967-4672!!!

    Reached a 'real live' rep within just minutes. Resolved my problem after a thorough
    check of my radio status.
    Thanks for the number

    Anonymous 3/11/09 10:06PM

  • Thank you! I called the 877-967-4672 number after having been on hold on the 877-888-6979 number for what seemed to be an eternity (actually, it was only about 15 minutes, but it was worth it as I found this site while I waited!). The customer service representative was on the line in less than a minute and I was able to complete my transaction with ease.

    Satisfied XM customer 3/11/09 12:17PM

  • Didn't get anywhere but on hold with number above. Decided to try 877-967-4672 listed by another poster and got a representative immediately!

    They were helpful and not a call center in India!

    Anonymous 3/11/09 8:55AM

  • I just called 1-877-967-4672 and was answered promptly. In an attempt to move an ((XM)) subscription to a Sirius radio ( I have 2 ((XM))'s and 1 Sirius), I was informed that they were not integrated yet. I was offered a 1/2 price discount on the 2nd ((XM)) radio in leu of cancelling. I declined the offer of $3.00 a month and just kept it as is just in case. Great friendly service.

    benzster 3/4/09 12:25PM

  • I used the 1-877-967-4672 number posted a couple of days ago. I actually got a person who spoke English and was VERY helpful.

    cmgpc 3/2/09 2:14PM

  • I just called customer service, as soon as the recording started I hit "0" and whithin seconds a live person picked up and handled my account with out asking for my phone number or my radio id. This was the easiest customer service I have ever dealt with. She was polite, and quick and I was on the phone less than 10min and all my problems where taking care of

    Anonymous 2/26/09 12:26PM

  • I called to cancel my subscription and very quickly was transferred to a person by the automatic system. The whole process took less than 5 minutes and I was able to cancel my subscription. The customer service rep tried to convince me to keep the service and while the offers they gave were not bad I simply don't listen to enough of the channels to make it worth the money, especially considerring the # of commercials on so many of the channels and the repeating of songs and material. If there were less repeat material and less commercials on the channels I listen to the most I would probably keep the service, but I can get that type of thing on free radio.
    Overall the experience of cancelling went smoothly and the rep did as good of a job as can be expected, all that waits to be seen is that the service is cancelled on the date scheduled.

    Pablo 2/19/09 6:42AM

  • I called the number provided on this website, worried that it would take forever or be a big pain (based on the other comments here and elsewhere) to cancel my service. I called at 2:38 CST on a Thursday and after the obligatory automated menus, was put right through to an agent without being on hold at all. She identified my account without me having to repeat my phone number or other info (which I have to do almost everywhere else I call), and asked my why I was cancelling. I stated that it was due to the change in lineup and that I was not using the service anymore. She attempted to offer me one, then two, free months of service so that I might be able to find new stations that I like. I politely listened to the offers, then politely declined. She then asked if there is anything she could do to keep me as a customer and I politely said no. She then confirmed that my account was paid through mid February and that I would not be charged again. She was very polite and it was a much less painless experience than I expected it to be.

    Kelly 1/22/09 1:50PM

  • I have just read many negative comments about cust ser befre calling . Your service was terrific.
    thank you. my problem was solved in a matter of minutes.

    Rock 1/15/09 2:30PM

  • I too used the 1-877-967-4672 number and was promptly disconneted with very little pressure. He simply asked a few questions and suggested a few different options

    Byron 12/15/08 11:40AM

  • HANK WAS RIGHT! If you're having a problem with the overseas call center, STOP - and call this number instead... 877-967-4672. This is the XM Radio "Customer Escalation" center.
    I got to speak to a human who immediately cancelled my subsription with no sales or pressure to sign up for a different package.


    Anonymous 11/25/08 8:23AM

  • Submit your comment >>
  • Former employee of XM Radio's Tips:

    1) DO read the TERMS AND CONDITIONS. When you get XM Radio the T&C is sent to you by mail or email. It is in a welcome packet that most people throw away because they think it is junk mail. IT IS NOT. If you lost your copy, go to the XM website to read it there. I know a lot of complaints are valid but about 90% of my day was people screaming at me about the autorenewal and how I charged their card without their permission. IT'S ALL IN THE T&C. And when you give XM your card number to add it to you account, there is a statement read to you that goes something like: "you will continue to be charged on a regular basis depending on your plan... do you allow XM to charge your card?" Many people do not pay attention to this stuff and say "yes" without thinking. Saying "yes" to that statement with the same statement on the T&C you got sent to you leaves you s**t out of luck. All calls are recorded. Nobody can beat XM Radio because of this, this is they have the T&C and bigwig lawyers.

    2) GETTING BILLED BY INVOICE DOES NOT MEAN YOU WON'T GET AUTORENEWED. It's in the same T&C, and a statement about invoice that sounds the same as the CC one is read to you by phone. You will still get autorenewed, even if it comes by paper.

    3) MAKE SURE YOU ARE IN THE CANCELLATIONS LINE AND TALKING TO SOMEONE IN CANCELLATIONS IF YOU WANT TO CANCEL. Telling one of the people who call you at home trying to get you on a promo offer or collections people that you "won't renew" will get you nowhere. YOU HAVE TO CALL IN AND GET IN TOUCH WITH CANCELLATIONS!

    4) YOU MUST CALL TO CANCEL AND YOU MUST STAY ON THE LINE UNTIL THEY ARE FINSIHED CANCELLING THE RADIO AND CONFIRM THIS WITH YOU. If you get to a cancel person, say "cancel my radio" and hang-up, nothing will be done. STAY ON THE LINE AND GET A CONFIRMATION NUMBER, the person's first name, location, and any refund amount or final bill amount. This will protect you if there are any discrepancies.

    5) ANY PROMO RATES YOU GET ALL ROLL OVER ONTO THE REGULAR PRICE. Once again, there is a statement read to you that you agree to explaining this.

    6) BE A RESPONSIBLE CONSUMER AND CHECK YOUR CREDIT, DEBIT, BANK STATEMENTS, AND BILLS WEEKLY. I have taken too many calls about people saying they haven't had or used the radio for 3 years and have just noticed XM has been billing them since--but you never cancelled it, you thought it just "ran out". You will not get your money back, the T&C is in effect.

    7) STAY CALM. Even though it can be understandable that one is upset about unexpected charges or bills, if you scream at the person you are talking to or call them names they not only will be less than willing to try and either explain the issue or resolve it, they will probably hang up on you because people are told they do not have to allow personal abuse or attacks from people. You would not like anyone calling you stupid, a b*tch, etc. when you are trying to help them.

    Good luck.

    anon 6/8/10 3:01PM

  • Hey everyone I am a former employee of XM and I would hear complaints like yours everyday... promises of call backs, refunds, messed up billing... you name it I’ve heard it.
    I've realized a few truths about xm...
    1) The center in the Philippines/India is horrible beyond words. If you've spoken to them chances are you've been charged for something you just didn’t want. The reason is that ALL of xms csrs work on commission.
    When I first started working at XM a supervisor said to me "I know you thought you were here for customer service but you're actually here for sales". I never understood what he meant until a month into the job, there is immense pressure in the call centers to sell as much as you can to subscribers, whether it’s an unwanted radio or 3yr subscription... our jobs are to convince you that you want it. The more you sell the more money you make.
    Alot of times I notice India will charge radios to subscribers credit cards because they're desperate for sales... At one point for each radio sold at xm one would get $5 commission, now it’s down to $1, so the workers especially in India are desperate now more than ever to SELL!!
    Trust me I know this because I would spend alot of time cleaning up the mess they'd make.
    If you want your billing issue addressed by someone in India promise them that you'll buy 2 radios when they have it dealt with... you're issue will be cleared up in a jiffy! If they realise you're not going to purchase something from them they'll either leave your account the way it is, transfer you to another person or just leave you on hold until you hang up.
    2) Nothing is ever confirmed with xm... no receipt, no confirmation of anything... its all verbal. Because of that it’s hard to prove anything at all. I’d advise everyone to just suck up the invoice fee and have a bill mailed to them
    3) The person you talk to today more than likely won’t be there tomorrow. Taking someone’s Name and id # makes no difference because they fire/hire employees so much that you referring to something that "Alex" who is employee "#00008" told you, means nothing to anyone there.
    4) Threatening to sue xm or report xm to the BBB if your issue isn’t dealt with means nothing to someone in Philippines or any of the representatives there. You're probably the 18th person to say that in the last 3 hours.
    5) As for supervisors - The reason it is almost impossible to get a sup is because they are almost impossible to find. They're always busy and many of them get annoyed when you as a csr ask them for assistance and tend to brush you off because they have 56 other csrs asking them for assistance. Alot of times we will just tell our supervisors the situation and they will tell us what to do. So talking to a supervisor is almost redundant because you will get the same solution the rep gave you.
    If Xm has your money, good luck. They’re protected by so much legal mumbo jumbo crap that they have their bases covered.
    OH! Im pretty sure the corporate offices don’t even exist!! An email does no good either because you’ll just get a long letter which just asks you to call the CSRs so they can try to sell you something else!

    The Ghost 3/13/10 11:00PM

  • AND AFTER YOU HAVE CALLED 1800-XMRADIO TO GET THAT CHEASPER RATE. DON'T PAY FULL PRICE THEY WILL GIVE YOU TGHE 1YR FOR 62.16 IF THEY SAY THEY CAN HANG UP AND SPEAK TO SOMONE ELSE AND THEY WILL I GUARANTEE THIS. ALSO XM WILL LIE ABOUT YOUR BILLING MOST OF THE CUSTUMER SERVICE DON'T KNOW WHAT THEY ARE TALKING ABOUT. GO TO WWW.RESULTSUNIVERSITYONLINE.COM.
    THAT IS A COACHING TOOL WE USED. JUST LOOK AQT IT.

    CHRIS28645 8/30/09 8:40PM

  • Listen I worked for xm radio center in duffield VA until they closed it down on aug,17 to take overseas. let me tel you about how they work with billing and etc. let the truth come out a bit. When you speak to someone in the states you usually get satisfied but thats hard to do anymore i think theres 1 center in usa now. they sell radio to anyone and don't care if it'll work they make $5 for each radio they sell. also the billing system they use is messed up it;ll over bill easy. always check your bill and make sure. they have terms and conditions so itl be hard to sue so always read that 1st. check everything xm will screw you over. AND DON'T GIVE THELM A CREDIT CARD NO MATTER WHAT THEY HAVE TO GIVE YOU SERVICE EVEN WITHOUT IT. and if you waqnt a better rate tell thelm you want to cancell and they sent you to retention and offer you a good deal tell thelm you want 1 yr for 62.16

    chris28645 8/30/09 8:29PM



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  Company News  
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... content 131630 100675 341422 292385 Revenue share and royalties 120800 85394 355251 239518 Customer service and billing 58857 51562 177159 152396 Cost ...
SIRIUS XM Radio Reports Fourth Quarter and Full Year 2008 Results
Customer service and billing costs increased 3%, or $2.0 million , from the prior year's quarter, reflecting higher subscriber totals and improved scale efficiencies. Sales and marketing costs declined 34%, or $42.0 million , over the prior year's ...
SIRIUS XM Radio Reports Second Quarter 2009 Results
Customer service and billing costs remained relatively flat for the three months ended June 30, 2009 compared to the same period in 2008. ...