in 2007, my boyfriend called xm radio to cancel his subscription because he did not find the service worth the money. the representative he spoke to told him he would give him 3 months for free and after that the service would be cancelled, no need to call back. fast forward two years later, my boyfriend notices a charge on his bank statement from XM, and realizes there is something wrong, as he has not noticed these charges before, since, for some reason, they are not charged monthly, and since it is not an ungodly amount of money to stick out of place.

he called customer service, was on the phone with them for three hours, all the while being juggled around from one person to another, and being told the same thing, "we acknowledge that we lied to you and said your service was cancelled and then charged you for two years of service, but we can not give you back the money you never said we could have. we can, however, give you twenty dollars since that's what you would be charged this billing cycle."

he told them that was completely unacceptable, and that he wanted ANOTHER manager(funny how everyone is a manager there), and was told he would receive a call back. we fully expect that he will not receive a return phone call.

i have found a few phone numbers to try if this is not resolved in a timely manner, and i am filing a complaint with the better business bureau. it is astonishing how many similar cases there are filed against this company, and yet, they still run on the same horrible model for their practices. disgusting.

The reports of horrible customer service at XM are not an exaggeration. All I wanted to do is cancel ONE of my radios. After being put on queue for 45 minutes, I was finally able to cancel the radio. Here is the kicker: The lady tried to sell me a "replacement" radio, which I told her several times I did not need. Why would I call to cancel a radio just to get another? It then occurred to me that she was trying to sell me this to make more money for XM. Not only did the radio cost money (ok, not THAT much) I found out they get a commission for every account they sell. She then tried to sell me the "lifetime" plan which I never asked for. I mean, XM is trading at penny stock level and now you want me to buy $400 for a service that may not be here in a few years? XM will try their very best to sell you a POS radio and then charge you for it. I also believe that the call center is in Jamaica or somewhere outside the USA, but can not confirm that.

Cancelled a subcription to xm radio for a reciever I was not using. I had about 9 months time on my prepay when i called to cancell . They "gave " me three months "free" and told me i could let a friend use it .
this week I got a bill for quarterly service, for an account I closed last year, for $40. When I told them I cabcelled they said I asked for the extension, and would not credit the amount.

It conforts me to know that it's not just me (not personal) who has fallen into that enpty void in which XM Radio likes to call customer servise. For me, it started about two years ago when I replaced permenant type XM Radio with one of those Delphi XM 2 GO's. I thought it would be nice to be able to play XM in my house and my truck. I really liked the radio until it died, I replaced it (my cost) and it didn't make it as long as the first one. I will back up and say that this is going back almost 2 years since the 2nd radio died and I phoned XM and canceled it but continued with an XM radio in my wifes Jeep. A few days before Christmas (2008), I looked into buying anouther radio to stay in my truck. I got looking at my account on line and my profile still showed my XM 2 GO but had the radio i.d. removed. I called XM to see if we were still paying for it and found out I was and they could only pay me back for 30 days worth. That was not good enough for me so the woman from XM told me that her superviser would have to call me back and it would be 2 or 3 days. After over 3 weeks (past holiday, I will give them that) and I never heard a word. I sent 3 e-mails, 2 more times of calling and on the third call, I read them the riot act. The woman told me, once again, I was told someone would call in 2-3 days and I came un-glued. I was actually patched through to that womans superviser and I explained the situation and you will love their reason. I was told that I was offered a deal on a new radio and I said I would have to get back to them. I was then told that since I never called back that I must be happy with my service but also it was noted that the radio was cancelled because it didn't work. How can I be happy with a radio (an expensive one at that) that would not work. I asked to speak with her superviser but instead she did credit back part of what I spent so I finally just said screw it. I love the commercial free radio but be carefull with the provider. Check your bill very closely as I should have if I could. I never see the actual bill, if you are like most of us, your credit cards keep a ballance. I'm sure I'm not the only one, my wife pays the bills and assumes the add on toy's (XM is a toy for most of us) have the correct billing amount and has no idea of what they really cost.

After the trial period for XM Radio in a new car expired I opted to pre-pay for one year of service. That service ended in Oct. 2008. In December I received an invoice for service post-dating that period. I called to let them know that I had not renewed my service and to have the bill canceled (the radio had already stopped receiving XM service). The three individuals I spoke with, including a "manager" stated that XM service automatically renewed. When I had originally signed up for the one year service plan over the phone I was not asked if I would want the service automatically renewed, nor was I notified that it would be. In addition, in the invoice I received covering the aut0-renewal, the monthly rate was increased 36%.

To top it off, when I called to complain about both the unauthorized auto-renewal and the increase in the fee, the people I spoke with were very uncooperative and boarder line combative. When I said that I had not seen anywhere in writing that the yearly plan I had pre-paid for would auto-renew, the manager challenged me to read to him over the phone every word of the billing and account information documents I had received from XM. The "manager" was not able to address either my questions or offer any solution other than for me to pay the disputed bill in question. He told me that someone who would be able to address the problem would call me back. It was by far the worst customer phone support experience I've had.