On 12-18-09 I signed up for a second radio to be added to my account.
When signing up, I was given a NEW account number instead of being billed under my original account number. With this, I was charged 59.79 for the new radio plan like I was a new customer. How could this be since the second radio was a promotion for CURRENT CUSTOMERS ONLY?
I emailed their customer service department to ask them how to combine the accounts. Of course, they cannot do anything and I was told to call in.
I called in on 12-19-09 and got "Donald" in Nova Scotia who kept telling me he was new customer service rep. He took down all my information about the old account number/old ESN and the new account number/New ESN. This took around an hour and kept repeating it so he could keep it straight. He then told me that no one was on the floor to help him with this and he was going to ask someone to make sure he does it right and doesn't "charge my account twice."
Well guess what? My account was charged twice 59.79. This charge happened on 12-23-09.
I called Sirius the minute I found it posted to my account. Every call that happened after the 21st sounded like I was calling India or the Philippines.
First I was told that I cannot have the amount charged back to my credit card because they do not do that. Once it's been charged it's on your account and used as a credit. I stated "This is not the problem, you charged my account TWICE for the same thing." While I was being put on hold a few times, they cannot find the second charge in their system at all. How is that possible since their system charged it?
Oh wait, they found it and stated that it must remain on the account. No, it cannot since I did not authorize it."*hold on* Okay we can charge back the amount."
What is wrong with this picture is that Sirius never gives you a ticket number for the call. Every call center has a tracking system which generates a ticket number for the phone call.
On 12-24-09 I called to see if I could get another customer service. Again I'm talking to someone in India or the Philippines. They also cannot find the second $59.79 then magically they find it. They said yes it will be charged back to the account. End of call.
I am not convinced. So I email customer service via their site.
I would like to know when my Credit Card will be credited for $59.79. I was overcharged on my account on 12-23-09 in addition to my account charge on 12-17-09. Thank you.
This was their response:
Thank you for contacting SIRIUS! We are here to assist you!
As per reviewing your account, we've learned that you had a service
credit sitting on your account for $59.79 since 12/21/09. Ms. Xxxxxx, we need to inform you that service credits are non-refundable rather they can be used to pay for a subscription.in line with this, your secondary radio with ESN 0xxxxxxxx auto renewed for another quarter on the same date for $9.96 for subscription dates
12/21/09 - 03/21/10. This amount was deducted from your service credit
of $59.73 thus leaving you with a $49.77 service credit.
We hope this information had been helpful.
No this is incorrect and not helpful. I responded:
Unfortunately this is incorrect.
I understand there is a credit on my account. However there is an EXTRA 59.97 charged to my account by a "newbie" customer service rep from Nova Scotia Call Center who stated "I hope I don't charge your account twice." Because of inadequate training, he did charge my account again.
On 12-21 59.79 was charged to my account which leaves me with a credit
on my account.
On 12-23 ANOTHER 59.79 was charged to my account by this customer
service rep that I DID NOT AUTHORIZE.
This amount was supposed to be credited to my credit card on 12-24 when
I called Sirius.
I'm NOT going to fight for this extra 59.79 to be credited as it was A MISTAKE BY SIRIUS AND TRAINING BY A NEW CUSTOMER SERVICE REP.
Please review my account again to see the extra 59.79 that was charged
by Sirius and a NEW customer service rep that should be retrained on how
to CREDIT accounts instead of charging MY CHECKING ACCOUNT AGAIN.
This was all because some customer service rep could not COMBINE two
account from a subscriber who has been one since December.
Their Response:
We sincerely apologize for the confusion and inconvenience this has caused you. Checking on your account, we are not seeing another charge for $59.73 on 12-23. You may contact your bank or credit company to dispute that charge which is not reflecting in our system.
So now I need to contact my bank to have the money disputed since Sirius cannot find it.
How is this happening to hundreds of other people and Sirius cannot fix the problem?
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