Connie sent a message to James E. Meyer CEO, Sirius XM Radio Inc. email address that said:
Dear James Meyer,
I bought a new car in 2015 and it came equipped with a Sirius XM radio. I wasnât expecting to like it, but I started my free trial anyway. As it turned out, I really enjoyed your service and I decide to extend my subscription using a promotional deal that I received in the mail. At the time I also activated the service in my husbandâs car, as we were planning a road trip. At the end of my extension, your company double charged my card on file. Frustrated, I went online to manage my account and figure out what my options were. I was shocked to discover that I had virtually zero account management rights online. I couldnât view or do anything meaningful to my account. To make any progress I had to call your customer service center.
I hate calling people. I especially hate sitting on hold, getting hit with multiple up-sells, and having to persist through multiple rounds of âcustomer retentionâ conversations. I was livid that in 2016 a company of your size would not allow its customers to manage their own accounts. I resolved to cancel both subscriptions.
Because I really do love your service, I agreed to extend the service in one car only, but I was adamant about canceling the second car. After a long, annoying call, I was told the SUV was canceled, my car subscription was extended through August, and I was told that all of my payment information was removed from the account so it would not be auto-billed again.
Less than two weeks later, I received an error message about my subscription being past due. I had to call your customer service center again and go through the same drama. The agent refused to cancel the other car, kept attempting to up-sell me, wanted to make small talk while he was allegedly âcancelingâ the account, and then had the audacity to tell me I owed your company $1.22 for the day of service that was past due despite it being the fault of your agent.
With complete disdain, I told him I would not pay him any money, and I wanted my second account also canceled, and I expected a pro-rated refund because I NEVER want to deal with your company again. Even thinking about having to go through the same thing in August outweighed my desire to enjoy Sirius Radio.
James, I donât understand why your company will not allow customers to make payments at a reasonable price instead of the crazy up and down promotional crap you are notorious for, and manage their own accounts online. I love your service, but I find your business practices both impossible and reprehensible. I will never do business with your company again and itâs unfortunate because I would gladly go online, pay for a year at a time, and manage everything myself. But I would rather not have your awesome product than ever have to call your customer service again.
Please, change your business practices to bring them into alignment with technology and basic decency. I would love to be a customer again.
Best,
Connie
