Today I received a notification from my credit card that a charge for my car satellite radio subscription was made. This payment is to renew my yearly subscription so I can listen to all the tunes I love without endless commercials. I wasn’t thrilled when I saw the amount, and know it has to be an error so I tried to contact the company. Their phone system alerted me they are not available on the weekend.
I thought it strange I hadn’t received a paper bill in the mail, no email to alert me the account was coming up for renewal, and nothing to tell me the amount had been increased. I was going through the site and saw a chat option, and thought that could be the key to get some answers.
Then I noticed our accounts, Dean and mine, were no longer linked. What? How is this possible? I tried and tried to access the other account, entering the Radio ID, the VIN, more and more information and each time told no.
I ended up clicking the chat button, I explained the situation about the accounts and the faceless voiceless customer service representative typed that they could resolve my issues. I then explained that Dean wanted to cancel the service in his car, and I would like to understand why mine had gotten so expensive. The representative immediately said how they would cut the price of the subscriptions in both vehicles, and I explained again that we were cancelling Dean’s service. I went on to say that I would welcome a discount on my account. On and on the representative typed, and again I said no thank you, please cancel Dean’s service and apply the discount to mine.
This went on a few moments more, and finally I had to type “Please Stop”. I again explained I simply wanted to cancel one membership, understand the billing of the other and be on with the day. The representative wasn’t hearing me, and I had to type that I didn’t want the representative to do anything to the accounts, that I will call customer service tomorrow.
It really did make me feel bad, because I know their job has to be difficult. Dealing with the public, taking care of account issues, trying to make everyone happy including the company who has them pushing services. I know the customer isn’t always right, but we should still be heard.
Customer service isn’t what it used to be.