Sirius / Satellite Radio Billing customer service

Sirius / Satellite Radio Billing customer service

I would like to put this statement in front of my complaint so the person in charge of customer service of this company can google the result.

ATTENTION: MICHAEL MOORE, Vice President of Customer Care (SIRIUS Satellite Radio INC)

I have owned two Sirius Satellite Radio receivers for over two years. I always pay a year in advance and expect to be treated fairly. I was completely caught off guard when they not only disconnected, than charged both receivers at full price (about 12.00 per month) when I was A. supposed to get a discount on the second (about 7.00 a month) and B. was not supposed to be charged monthly at all since I paid AN ENTIRE YEAR IN ADVANCE!

To make a long story short, I figured out I was over charged $180.00 dollars on my annual subsription, along with being charged a monthly fee...so really much more than this closer to $500 annually. I manage accounts and am a controller for a living so I knew immediately there was a huge accounting and billing error due to Sirius not having a good system put together. After spending 2 hours on the phone with customer service that agreed there was a big mistake, the issue was still not resolved. I was told to call back in 3 business days so a expeirenced rep could look at my account. Of course when I called back 3 days later there was no answer and I was than told someone would call me back, but that of course never happened either. I wrote numerous e-mails and figured out I spend close to 4 hours on the phone with absolutely no resolution to my Sirius billing error!

To make matters even worse, I wrote another sent in another e-mail explaining how upset I was with the situation. I didn't get a reply, but they did DEACTIVATE MY SERVICE! This is honestly the largest abuse of customer service, accounting practices and overall abuse of a publicly traded company I have ever seen!

I would love to hear from other Sirius users that have had the same treatment. I truly believe I cannot be the only person involved in this. Please post your complaints on this site! Overall the way I was treated as a customer in writing, phone support, e-mail support and overall followup is the worst I have ever seen! Could Sirius be he Enron of Satellite Radio?

Michael Click this link to e-mail the message author: Email User

Comment On This

My husband and I purchased a new vehicle that came with a year's subscription to Sirius Satellite Radio. After the year was up, I called Sirius and asked how much it would be to renew our subscription. Jonathon told me how much it would be. As I could not afford to renew, at that time, I thanked him for his time but declined to renew our subscription. I have received a bill every month since August 2007. I have called every month and told them to stop sending me a bill for a service I do not receive or want. I have e-mailed Sirius telling them I do not want to be billed any longer for a service I do not get nor want. Today, January 17, 2008, I received a bill from a collection agency on my "past due account". I called Sirius, again, and spoke with Carl who told me their was nothing he could do but he apologized. How nice. My husband called and spoke with Blaise. Blaise told him we were billed but "the signal was not confirmed". So, in essence they have been billing us for nothing. He apologized but said there was nothing he could do. I asked and my husband asked what more could we have done besides us calling every month and e-mailing to get the point across that we do NOT want their service and to stop billing us. Blaise said he sees in the computor where we had called but the notes say that it was questions about our bill. The question was 'Why the hell are we receiving a bill?' Blaise told us that the charge is for a cancellation fee. We never had a subscription to cancel!! Our service was free with the purchase of a new car! I cannot believe that it is legal to bill a person for a service that is not rendered,or charge a "cancellation fee" for a service that was not renewed, attatch late fees to said service unrendered and turn the unpaid bill over to collections. Customer service is a joke. Can anyone shed any light on this stupidity?

Comment On This

We also have had a problem with billing errors and poor customer service . after reading several of these complaints it is becoming clear to us that Sirius is seriously in need of help. We tried to cancel our subscription, but we were changed for 45 days of unused service we did not authorize, but billed for by Sirius as normal for their business practice. We asked for a accounting of why, their explanation was weak and not truthful and eventually they sent our account to a collection agency. Sirius's business practice is anything but consumer friendly nor is it honest based on our experience and I encourage anyone to avoid their satellite service. It seems Sirius and XM are going to merge, so hopefully they will absorb XM's billing department and retire theirs.