Every quarterly billing cycle since the activation of the new radio, the original costs I was quoted and had agreed to doubled, and it was being debited from my bank card.
This billing cycle I was again double-billed and spent several hours on the phone with the customer care centers going through the same song and dance, with the same results: nothing resolved.
I dug into the Sirius-XM site and located the names of the Board of Directors as well as the names and email addresses of their media relations personnel.
I applied the email address formatting to the names of the Board of Directors and composed a pointed missive to this audience as well as to the Attorneys General of Florida and New York.
Though I never received an email back from anyone I had addressed, I did receive one from the Sirius-XM Corporate Customer Relations Department that day, asking me to call them at the telephone number they provided in the email.
The two ladies I spoke with in this department are the most helpful, courteous, and effective representatives of Sirius-XM one could ask for.
These ladies had access to both systems and quickly identified the source of the problem and immediately took steps to rectify it and issue the appropriate refunds covering the entire over-billing period of the last year. The Corporate Customer Relations personnel I spoke with can be reached at 1-888-635-5142 (Select Option 3) and at Relationssxmcrt@siriusxm.com.
Both ladies I spoke with are helpful and professional, characteristics I would not ascribe to those I spoke with at the customer care call centers.
The moral of the story is, don’t give up. Instead, climb higher up the chain until you reach the people who can and will address the issues you've been experiencing; and don't be afraid to give the chain an attention-grabbing yank if you need to.
Article comments
1 - Bob
I'm about to sell my car with XM and buy one with Sirius. For the reasons that you cite -- they are still separate platforms, and uniting them will require half their subscribers to swap out their radios, my plan was to do this in two steps -- call XM to cancel my old subscription and then call Sirius to activate the new one. Hopefully, this will avoid the problems you ran into.
2 - Dave Dragon
That may work. Be sure to have them email you a confirmation that the account was canceled, in-case you have issues going forward.
Good Luck.
3 - Joe Malitz
Big thanks to the author. I called the toll free number with a problem I was having and a lady got on the phone and was super helpful. She fixed everything.
4 - Dave Dragon
Thats good to hear Joe. Glad you found the relief you were looking for.
5 - Dave
I just canceled by account with these yahoos. It took me and hour and a half of waiting on hold, telling the same thing to five different people, and being disconnected twice to get it done. An hour and a half! Unreal.
6 - Pam Messingham
....so now you don't have xm in your car? I love my XM radio in mine...I jam to the 60's music all the time.
7 - john
Take a tranquilizer before calling sirius customer service.
8 - Peter
I understand the inconvenience faced through calling Cust. care services,, sometimes issues become unresolved according to misunderstanding of information given to the agent, and in many cases, the agent couldn't get to the right resolution, or even couldn't tell when to escalate to a higher line!
9 - John
I contacted the Sirius customer service person and they were very nice but refused to cancel my service. My car is in the shop and waiting for parts from Japan as I have a Toyota. They only would suspend my service for 5 months. This will not be enough time since the parts have to come from Japan and they are behind in shipping due to the Nuclear Power Plant explosion. I will follow the above advice to take my request for cancellation of Sirius service to a higher authority.