Complaint / review text:
I just called to cancel one of my two radio subscriptions. The entire process took 29 minutes and 47 seconds and 3 different people. Not very efficient if you ask me.
I called 1-866-635-2349 and after saying "Cancel" to the automated system (which was a system option), I was directed to the cancellation department (or so I thought). Hold time was about a 7 minutes which was ok for me.
The first person I spoke to gathered all of my information (5 minutes or so) and then said that he is going to transfer me to cancellations. I asked why I was getting transferred again and he just said that is how the process works. After waiting another 7 minutes or so, another person answered and said he is sorry but this call was routed incorrectly to the XM department instead of the Sirius department. He apologized for the other person's mistake. I asked if it was normal to get transferred multiple times for cancellation and he said no. He then transferred me to the appropriate department.
I wait on hold again for around 7 minutes before this rep answered. After giving my information one more time, she tried to put me on a special promotional plan. I declined the offer and she put me on hold to process the cancellation. What’s strange about this is that it took about 2 minutes and there was no hold music whatsoever. I wasn’t sure if we got disconnected. It almost felt like a tactic to have me hang up so that the cancellation doesn’t get processed. I remained on the line and she finally came back and apologized for the long hold while she processed the cancellation. She was at least polite.
If I wouldn't have been transferred multiple times, it wouldn't have been so bad. I shouldn't have to wait through multiple hold queues to process a cancellation. Especially if that is an option on the automated phone menu system.
We shall see if the subscription is terminated properly. Hopefully I don't have to go through the process again.