• Report: #991796

Complaint Review: Sirius XM

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  • Submitted: Sat, January 05, 2013
  • Updated: Mon, January 07, 2013

  • Reported By: Bryan — Fort Collins Colorado United States of America
Sirius XM
Internet United States of America

Sirius XM Blows off new $200/yr customer because of $17.62 outstanding balance on used car. Internet

*UPDATE Employee: We would like to help.

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I purchased a used vehicle last year and wanted to re-activate the XM subscription under my name.  Here is a copy of the lovely chat I had today with SiriusXM.  They apparently are willing to reject a NEW potential $200/yr customer for a $17.62 outstanding balance on a used vehicle.  (It's probably one of the same vehicles that someone else reported on this site that Sirius would not CANCEL their subscription.)   So let's do some math here: Two SiriusXM customer service agents making minimum $10/hour * 45 minutes worth of chatting + 45 minutes of my time ($50/hour) = $52.50 to try and resolve a $17.62 issue and still not resolved.

Their customer service is pathetic.  If you subscribe with them, I would do it annually (not monthly) on a single purchase visa card and NOT something they can keep recurring charges onto.  Maybe this will help future subscribers from being ripped off.

Actual Chat Dialog with two different SiriusXM customer service representatives.

 Jennifer: Hi, my name is Jennifer, Thank you for contacting SiriusXM.  How may I help you?

 BRYAN B: Hello Jennifer. I purchased a used vehicle last year and the XM was still active.  I would like to re-activate it in my name.

 BRYAN B: but i get an error when i try to register it.  says its active on another account

 Jennifer: Hello Bryan.

 Jennifer: I will be happy to help you with the information.

 Jennifer: In order to assist you with your request, I will need to access your account.  For security reasons, can you please provide the following information?  

1) the Account holders first name, last name or business name
2) the complete address, including zip code
3) the phone number.

 BRYAN B: That's my problem, I'm trying to create a new account and I can't because the radio is associated
with some other account.

 Jennifer: Can I have the radio ID please?

 BRYAN B: P60XH0MV

 Jennifer: Thank you.

 Jennifer: Please give me a moment.

 Jennifer: I appreciate your patience.

 Jennifer: Bryan, I see that the radio is Inactive on the account of and there is an outstanding balance on the radio, once you make the payment the radio will be activated and you can change it on your account.

 Jennifer: I will help you with the number you can make the payment.

 Jennifer: Please call us at  888-635-5142

 BRYAN B: huh????  I have to pay off someone else's balance?

 BRYAN B: how much?

 Jennifer: Once you make the payment the subscription will get active for this period 01/03/2013 to 12/06/2015

 Jennifer: Balance due on the account is $17.62

 Jennifer: You can call on make the payment and transfer account on your name.

 BRYAN B: I don't really understand how there can be an outstanding balance when you guys bill monthly.
 In any event it doesn't sound like it should be my problem.  How bad do you want a new customer?  Not exactly the best way to start our relationship.

 Jennifer: Bryan, I understand that.

 BRYAN B: You may want to present this to your supervisor.  I will not pay the outstanding balance and you will not have a new subscriber.

 Jennifer: As the subscription was automatically renewed that is the reason it was billed as the previous owner didn't call and cancel the subscription. (editorial note: As per multiple complaints on this site, the previous customer probably tried multiple times.)

 BRYAN B: again, not my problem.

 Jennifer: Please give me a moment to transfer the chat to the supervisor.

 Venugopal: Hi, my name is Venugopal, Thank you for contacting SiriusXM.  How may I help you?

 Jennifer has left the chat.

 Venugopal: Hello Bryan.

 BRYAN B: please review the chat.

 Venugopal: I am the floor supervisor.

 BRYAN B: can you see our previous conversation?

 Venugopal: Please give me a moment while I go through previous chat session.

 BRYAN B: sure

 Venugopal: I appreciate your patience.

 Venugopal: I ahve checked the radiio id.

 Venugopal: I see that the radio id which you have provided me is inactive and there is balance due on account.

 Venugopal: The name on account is also different.

 BRYAN B: that's because I purchased the vehicle used last year

 Venugopal: Can I know how you relate to account holder?

 BRYAN B: i don't

 BRYAN B: purchased vehicle USED!!

 BRYAN B: this probably happens hundreds of times a day in this country

 Venugopal: So, you can contact the person with whom you purchased the vehicle.

 BRYAN B: NO, NO, NO.  I purchased it from a dealer, not the original owner.  

 Venugopal: So, you can contact the dealer.

 BRYAN B: I have no idea who the original owner is.

 BRYAN B: Why contact the dealer?

 Venugopal: He will make the balance due on account and he will cancel the account.

 BRYAN B: Not very likely.

 Venugopal: You will not be able to activate the the radio as it is active on other account.

 BRYAN B: I am getting really annoyed with you folks.  You can keep your outstanding $17.00 balance
until hell freezes over.  

 BRYAN B: You don't care that I am trying to spend $200 with you???

 Venugopal: I am sorry youfeel that way.

 Venugopal: You can contact the dealer.

 Venugopal: He will cancel the radio and then you can
activate the radio under your name.

 Venugopal: It was nice chatting with you, Bryan.

 Venugopal: Do you have anymore questions for me?

This report was posted on Ripoff Report on 01/05/2013 11:13 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sirius-XM/internet/Sirius-XM-Blows-off-new-200yr-customer-because-of-1762-outstanding-balance-on-used-ca-991796. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

We would like to help.

AUTHOR: SIRIUS XM Customer Relations - (USA)

Hi Bryan - 

We would like to help activate your radio for you and waive the $17.62 dollar fee still attached to the previous owner's account. Send us an email with your contact info to sxm_help@siriusxm.com and we'll be in touch. 

Thanks,
SiriusXM Digital Care Team 
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