This is a letter I have written to xm radio today... It describes what has happened to me
I am disgusted with the customer service I have received this month. I have been on the phone with this company for a total of 11 hours already and my problem is yet to be resolved. I have been yelled at, lied to, hung up on, put on hold for very long periods of time, called a bitch, and been told that I was a cheep skate.
Here is the rundown of what has happened to me:
In sept I called and told a rep to take my credit card off file and from then on to charge me by invoice, I was closing that bank account.
At the end of sept I purchased and activated a new xm radio for my second vehicle, when doing that I again requested that I be billed by invoice, and that the hookup fee for the second radio also be charged by invoice
On October 2 my bank account was charged $30
I saw this on my account and immediately called and spoke to a rep who said "no problem, we'll refund it to you immediately"
On the 5th, still no refund. I called back and was told this time that the refund would take 24 hours. I informed them that if this did not happen I would bounce an outstanding check
On the 9th still no refund. I called again, told the rep that that money had to be put back in to my account immediately because I had already bounced a check and would most likely bounce other outstanding charges
On the 12th still no refund. Spoke to a supervisor who promised the money would be in my bank account by 5pm. I spoke to my bank manager who said she would reverse the bounce check fee already on my account if the money was put back as promised by 5pm
On the 13 still no refund, now I have 2 bounce check fees. Called and spoke to another supervisor who told me to fax my banking info over showing the fees and the initial charge to my card. This supervisor agreed to put $100 in my account that night. He also called my bank manager on the phone with me on the line as a 3 way call and told her that the money was coming that night, and to please not charge me any fees. This supervisor also called me back that night saying he was successful in putting the money back in to my account. I do have every conversation with this supervisor taped
On the 14th still no refund. My bank assessed still more fees and told me if the money did not show up in the account by the 18th, the company had never actually issued a refund and that either they were lying to me, or I was lying to the bank
On the 18th still no refund.By now there are 7 overdraft fees. I called and spoke with numerous supervisors this day, was told I needed to fax info again. I contacted my bank again to see how to proceed on their end. My bank has informed me that if the refund is not in my account by the 19th they will be closing my account, reporting me to collections and this will make it so I cannot open a new bank account anywhere.
This is the worst customer service I have ever seen in my life. I have spent a total of 11 hours and 40 minutes on the phone with these people. I have been promised by numerous people that I would receive a return phone call, and never have. I, because of this company and an initial mistake which could have been resolved by you back when the mistake was only $30, am in complete financial ruin.
I am a single parent and do not have extra money to be spending on overdraft fees caused by your company. I currently do not have any money, because as of now my account is $260 in the negative. I cannot buy groceries for my household and have just had to get an extension on my gas and electric bill!
I am shocked that such a well known big company would do this to someone who was just a loyal customer paying for a service. I am hoping this matter will be taken care of by the 19th before my bank account is closed and I have to contact legal counsel. I have searched the internet to see if anyone else had gone through something like this with your company, and I have found several complaints similar to mine. I have contacted them and have expressed an interest in getting a group together to legally peruse this unfairness. I do not wish to go that route, and all I am asking for is my refund of my nsf fees and the original $30 that was an unauthorized charge. This should not be that hard for this company to do. I am hoping that someone reads this and does the right thing.
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