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.