Sirius/XM Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about Sirius/XM customer service, archive #2. It includes a selection of 20 issue(s) reported December 10, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Dear Sir or Madam, I am writing to request a new 3-month trial of SiriusXM to be activated in December. Due to unexpected changes in my military orders while stationed in Okinawa, Japan, I have been unable to enjoy the service I recently purchased for my Kia Niro that is now sitting unused in my mother's driveway in Washington. The delay in my relocation has caused numerous inconveniences for my family, and we are uncertain when we will be able to resolve the situation. I assure you that I can provide any necessary documentation to support my circumstances. My account number is [redacted], and I appreciate any assistance you can provide in arranging a trial extension for me during this challenging time. Thank you for your understanding and support. Sincerely, Chris M.
Reported by GetHuman1725632 on понедельник, 10 декабря 2018 г., 3:08
On November 20th, I contacted a 3rd party call center, Convergyn, regarding my SiriusXM account to renegotiate my contract and update my vehicle information. The call turned into a frustrating experience lasting over 40 minutes with an incompetent agent. When I revisited my account after calling Convergyn again on Saturday to add another vehicle, I discovered my account was now under the name Walter Granruth due to the original agent merging two accounts. It took another 40 minutes to rectify the situation and cancel my subscription. Despite the agent's attempt to appease me with a free month, I found it unsatisfactory. I believe it's important for the SiriusXM Corporate Office to be aware of the service issues I encountered and their third-party representatives' lack of competency. SiriusXM disappoints me for allowing such inadequate customer service.
Reported by GetHuman1730873 on понедельник, 10 декабря 2018 г., 20:24
I wish to cancel my subscription that is due for renewal on March 19, [redacted]. My account number is [redacted]. My name is Clifford Molton, and you can reach me at [redacted] or [redacted]. I reside at [redacted] Musket Lane, Hixson, TN [redacted]. The radio associated with the subscription is WYCHL2 (or Z) MX, and the vehicle is a [redacted] Cadillac SRX. I have no issues with Sirius service itself, but I have faced challenges with customer service, having been disconnected twice when declining additional offers. Due to financial constraints, particularly with rising expenses like groceries and fuel, I must discontinue the Sirius service as my wife listens to only one station. Kindly proceed with canceling the service promptly without further discussion. I appreciate prompt action on this matter. Thank you. Regards, Jack Molton.
Reported by GetHuman705776 on среда, 12 декабря 2018 г., 0:09
I recently encountered an issue with your agent when I went for my Dodge Ram service, and instead of receiving the two free months voucher on top of my paid subscription until March 11, [redacted], "Dylan" from Guatemala canceled my subscription without my permission and only provided the two free months. I clearly declined this offer on the confirmation call. Despite wanting to keep my original subscription and resolve the matter with Dodge, I was informed by customer service that due to Dylan's actions, only he could rectify the situation. I refuse to pay additional fees, especially since there is a $20 credit on the account. If resolving this is not possible, I intend to lodge a complaint with General Motors Corp. as a long-time customer with multiple vehicles.
Reported by GetHuman1740778 on среда, 12 декабря 2018 г., 0:38
In January [redacted], I contacted to cancel my 6-month subscription, which was paid in advance. However, in March [redacted], I realized that the subscription was still active despite my previous request. When I called to address this, the representatives attempted to sell me another service package instead of canceling as requested. In September [redacted], my service was finally terminated, and I was issued a credit of $77.63, leaving a remaining balance of $43.63, which incurred a $5 late fee. I am adamant about not paying this bill. Despite multiple attempts to cease the service before the subscription expired, my requests were not followed. I am willing to resolve this matter in court if necessary, as I have recordings of my interactions. I request that my outstanding balance be waived to $0.00, and I do not wish to continue using SiriusXM due to this disappointing experience.
Reported by GetHuman1833805 on среда, 26 декабря 2018 г., 19:02
I requested to cancel my six-month subscription in January ****. Despite my attempts to stop the service, it continued until September ****. I was left with a balance of $43.63, which included a $5 late fee. I refuse to pay this bill as I tried to cancel before the subscription expired, but the customer service representatives were not helpful. I am willing to go to small claims court as I have recordings of our interactions. I demand that the balance be zeroed out, my account closed, and to never receive any communication from SiriusXM again. I have had an extremely negative service experience and do not want to deal with SiriusXM in the future.
Reported by GetHuman1833805 on среда, 26 декабря 2018 г., 19:10
I called today because I couldn't get my radio to work. It has only worked twice since I bought the car on November 19, [redacted]. They attempted to refresh it around 10 times today with two different people. One of the ladies eventually ordered me a new radio claiming it would cost $9.03, but she actually charged my account three times for that amount. I am unsure why this occurred and I would like a refund for the extra charges. The only amount I agreed to pay was the $9.03 for shipping and handling. When I called back a third time to discuss this issue with a gentleman, he hung up on me and appeared unwilling to assist. I found this behavior to be quite rude.
Reported by GetHuman-mahlow on среда, 9 января 2019 г., 3:25
Today, I called earlier to speak with a lady about refreshing my radio that wasn't working. After numerous attempts without success, we decided to try again later. Upon calling back a second time, we attempted to refresh the radio again, but it still didn't work. The lady then mentioned ordering a new radio for me, with only a $9.03 shipping fee. However, I noticed that $9.03 was deducted from my account three times instead of once. When I contacted customer service to resolve the issue, a gentleman rudely hung up on me without discussing the matter. All I am seeking is the refund of $18.06 that was incorrectly charged for the non-functional SiriusXM radio in my [redacted] Nissan Titan.
Reported by GetHuman-mahlow on среда, 9 января 2019 г., 3:36
In [redacted], I signed up for a service for two vehicles, but unfortunately, the radio in one car never received the signal. Despite numerous phone calls with the company and even visiting the dealer, the issue could not be resolved, leading to cancellation of the service for that car. Recently, I discovered that the company continued to charge me for the inactive service since [redacted]. Despite my attempts to resolve this, I faced challenges with customer service, getting disconnected and passed around without a resolution. I have requested a credit for the charges related to the inactive radio service that was supposed to be canceled in [redacted]. This situation has caused me frustration, and I have taken steps to prevent further unauthorized charges by canceling the associated card. I urge the company to address this matter promptly with me via phone or email.
Reported by GetHuman-rogflor on понедельник, 14 января 2019 г., 22:43
I recently spoke with a representative regarding my account issue. I had a trial subscription for streaming which I was not using because it was already set up in my car during the trial period. The representative informed me about the unnecessary streaming account charges and suggested I could switch it to my car instead. I received an email offering me a six-month subscription for $29.95. Can I proceed with this option?
Reported by GetHuman2170777 on суббота, 9 февраля 2019 г., 18:04
I contacted yesterday to transfer service to my new vehicle. However, I was reminded about my 3-month complimentary service, so I decided to cancel my current subscription to utilize the free months. I was informed of a $73 refund. The representative was unhelpful and unresponsive to my inquiries, despite hearing her on the line. After the call, she assured me everything was in order. Today when I tried to access the service in my new car, it wasn't active. Upon calling again, another representative mentioned that my account, including the 3 free months, had been canceled. Despite my attempts to resolve this by speaking with a supervisor, the unresponsive service led me to hang up after 25 minutes on the call. I'm frustrated with the poor customer service and the inconvenience of paying for a service I cannot use on my new vehicle.
Reported by GetHuman-melturne on понедельник, 25 марта 2019 г., 22:13
I recently found out that my lifetime subscription to Sirius was terminated by a dealer when I upgraded my car. I contacted Sirius to transfer my lifetime subscription to my new car but was informed it couldn't be done. Sirius then canceled my lifetime subscription. I am disappointed by this situation and would like you to reinstate my lifetime subscription and refund the payments I made since it was canceled. I want my original subscription on my current car and the new subscription for a vehicle I just bought. I am a disabled American Vietnam Veteran and I believe this is the fair resolution. Please get in touch with me at Email: [redacted] Phone: [redacted] Terry F.
Reported by GetHuman-tfoote on пятница, 29 марта 2019 г., 1:44
On 4/18/19, I reached out to customer service and spoke with Kevin first. Kevin was pleasant and helped me subscribe to a package I had seen online but had trouble getting on my phone. He offered the all-access package for a little over $60 for 6 months, but I hesitated to pay upfront due to not using Sirius XM for a while. Kevin then kindly arranged a monthly payment plan for the special 6-month package, which I appreciated. Unfortunately, our call got disconnected, and when I called back, I spoke to Dominic. Unfortunately, Dominic couldn't provide the same package with monthly payments. His suggestion of sending me an invoice without my consent was unsettling. I chose not to proceed with the service due to his approach. Despite expressing my disinterest, Dominic persistently pushed the service on me, using "ma'am" excessively during the call. His sales tactics were aggressive and off-putting, leading me to explore other streaming options. Kevin's excellent service created interest in subscribing, but Dominic's behavior left me with a negative view of the company. Thank you.
Reported by GetHuman2772261 on четверг, 18 апреля 2019 г., 22:52
I'd like to share my experience as a long-time XM subscriber. I've noticed a decline in customer service quality recently. During a recent call to resolve an issue with my app, I was on hold for over an hour before being disconnected when the call center closed. Thankfully, I managed to resolve my problem through the chat service. Despite my efforts to cancel radios for the past three months, I am still being billed. I am hopeful that speaking with a manager today will finally resolve this. I had wanted to add more radios but was disappointed to learn I couldn't receive a discount as compensation for the poor service I've received. I feel undervalued as a loyal customer. This experience has made me reconsider renewing my subscription. I believe better follow-up and solutions could have retained me as a customer. It's disappointing when a company doesn't prioritize customer satisfaction, especially when there are many alternatives available.
Reported by GetHuman-bdogjm on вторник, 30 апреля 2019 г., 15:29
I am requesting that a bill for Carolyn Williams, who has used our email address, [redacted] to open accounts, be removed from our email list and billing notifications. Thank you, -Trey Lovett
Reported by GetHuman2863487 on суббота, 4 мая 2019 г., 16:54
I am extremely dissatisfied with your service. I have contacted customer support twice in the past year regarding the automatic renewal that charged me $[redacted] for both of my cars. I clearly stated that I did not want the auto-renewal due to the service not being worth that amount of money. It is frustrating that the customer service representatives I spoke with did not understand my request, which led to another unwanted charge. I am considering reporting this issue to the BBB along with evidence of our previous communications. This feels like a manipulative strategy to secure another yearly payment, and it is disappointing to see customers treated this way. Dave W. Kilgore 19 Hopkins Ave Amelia, Ohio [redacted]
Reported by GetHuman-davekilg on воскресенье, 16 июня 2019 г., 23:10
I purchased a Sirius XM WiFi tabletop Radio but had issues with it connecting wirelessly to the SiriusXM server. After returning it twice, I talked to a SiriusXM agent and was charged $8 each time for the return. They sent me two replacement radios of the same model, but they also had the same connection error. When I spoke to an American representative from Accounting, she informed me I could switch to a Satellite Radio instead, and she sent me a different radio. Unfortunately, the new radio was identical to the previous ones, and I still encountered the same connectivity problem. I plan to return the radio and am seeking a $32 credit for return shipping charges. Despite confirming my internet connection was working, the radios kept showing errors. I have invested a lot of time on the phone and returning the radios. Your assistance is appreciated.
Reported by GetHuman-sandeemn on вторник, 25 июня 2019 г., 16:14
I am feeling frustrated with the company's service. I am considering canceling my subscription due to the poorly designed antenna. During a birthday celebration with 22 guests, the system failed to play music as expected. After moving the system to another room, 30 feet away, the antenna displayed a message indicating disconnection or damage. I am disappointed with the experience and had to resort to using a radio alarm clock instead. I am unsure if the problem lies with the antenna or my handling of it. I might share my dissatisfaction on social media if the issue persists. My Radio ID is BDM70QR. Thank you.
Reported by GetHuman-robertbt on вторник, 2 июля 2019 г., 20:46
About three months ago, I requested to cancel my streaming service, and unfortunately, my lifetime subscription was mistakenly deactivated. Despite contacting customer service to rectify the error, my subscription was canceled again when I called today. I have been trying to resolve this all day to no avail. Could you kindly reinstate my subscription or provide a refund? I am currently on hold for 30 minutes, hoping to speak to a helpful representative. I am quite disappointed with the current service as it does not meet the standards I was used to experiencing with your company prior to this issue.
Reported by GetHuman-ronthepe on четверг, 11 июля 2019 г., 19:29
I recently ordered a portable XM Radio and signed up for a 3-month free trial this morning on 9/3/[redacted]. The agent informed me about a promo for a home XM Radio that would only cost $9.29 for activation and monthly fees after the promo period. I agreed to this offer. However, the agent assured me that the $34.41 activation and monthly fees would not be charged immediately since I had not yet received the portable XM Radio. Despite this, I noticed that the charges were deducted from my credit card causing an overdraft. I am upset because I was told I would not be charged until I received the product. I am frustrated and seeking immediate clarification on why I was charged upfront without having received the portable XM Radio. I am requesting a resolution and compensation for this issue.
Reported by GetHuman3530107 on среда, 4 сентября 2019 г., 4:18

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