CSC CHRONICLES 100

SIRIUS XM RADIO

Last November, our satellite radio subscription for our car was over. We had taken advantage of a Sirius XM special offer of 6 months for $60. When it ended in November and we realized that we didn’t need satellite radio in our car to enjoy driving, we decided not to renew at their regular, higher prices.

Then the harassment started. I started to get phone calls every day from Sirius XM sales reps. It went up to twice per day, about 3 to 4 days in a row. Much of the reason for the call was that they cleaned the credit card number for renewing the account was no longer valid. This was a possibility, since after the Target security breach, Chase had to issue us new debit cards.

Nonetheless, I clearly told each and every sales rep that we no longer wanted to renew our Sirius XM account, therefore it was moved to give them an updated card number. We didn’t have a balance with them.

I’m checking our finances for the end of last year, I noticed that Sirius XM charged us just a few cents over $100 in December. I called them on it. Our satellite radio set in our car had not worked since then, so we were due a full refund.

The online chat rep referred me to calling their toll-free number. The toll-free number had a one-hour wait, but they called back.

When I spoke to the rep, she had no record of our attempt to cancel in November. But she did have record of my speaking to a rep so she deduced that I was telling the truth.

Then she tried to convince me that I could just keep a $33 credit. No. I wanted a refund. $100.06.

She then claimed that our radio worked into December. I explained to to her that it did not, and that if they could tell my radio work, then they would be able to tell the truth… that it really didn’t work.

“It will be difficult to get you a full refund,” she said, “but I will check with the manager and see what we can do.”

I held for about 15 min.

She came on again explaining that she was given full responsibility for the case by her manager.

But that she would only give me an $85 refund because apparently the radio account was on for one week in December.

Again, I explained, “it was not. My wife can even get on the phone and offer you proof. We cancel this account after your sales reps her asked us. I want the full $100.06.”

On hold. Again. For about 10 min.

Back on again.

“Okay, since I have full responsibility over this case, I want to give you your full refund. However, in order to issue it, I will have to put you on hold a little bit longer. I hope you don’t mind.” She then gave me a confirmation number and promised I would get an e-mail with my refund amount.

I was on hold for 10 min. Then it seemed we got disconnected. I trusted that since she gave me a confirmation number and processed the case, I didn’t need to stay on the phone anyway. My family and I have to leave to and engagement so there was no way I could have stayed on the phone much longer anyway.

I came home later to find an e-mail from Sirius… that I was getting a $33 refund.

I called back the next day. Told the rep my issue, stayed on hold for another 2 rounds or so of 5 to 10 min. each, and have it resolved. But not without this rep, as with the other, doubting whether I was telling the truth or not about the radio not working in December.

I guess these companies think that I have time enough in my day to call them and lie.

I got my $100.06 refunded. But not without a pain.