As of today, I have called XM customer service twice. The first time I called, I talked to two customer service reps, and the only information they asked from me was my radio ID. Both reps then proceeded to tell me my name, address, and the make and model of the car I had the XM radio in. After I got off the phone with the customer service people, I sent an email very similar to the one you are reading now, complaining about your security measures. In reply I received an email assuring me that this was not XM’s standard procedure. I was willing to accept this, as in this age if identity theft, it is hard to believe that a company like XM would be so lax in their security procedures.
Just a few minutes ago I got off the phone with one of your customer representatives, and I am concerned that XM is not taking adequate precautions to protect my personal information. I called from the number listed on my account and when I was connected to the representative, he did not start off with the usual "May I have your name, please" he told me who I was, where I lived, and what the radio ID on my account was. At this point, all I had done was dial the phone and confirm his information was accurate!
The poor security does not stop there. I sold my previous vehicle to my sister. When she called XM customer support to change the radio to her account, all she had to do was supply the customer service rep with the radio ID in the vehicle, and she was given my name, address and phone number! Fortunately it was my sister that the information was given to, so it was not a big deal, but what if I had traded the vehicle in on a used car lot? Would the new owner just need to call XM to get my name, address and phone number?
I have been a loyal subscriber to XM since early 2004, I have had XM radios in the last three vehicles I have owned (I even installed a custom head-unit in one so that I could continue my XM subscription). Unfortunately, it appears that this is indicative of the kind security efforts XM has in place to protect my personal information. I feel that unless XM can show me proof of improved security measures, I will have little choice but to demand a full refund on my subscription, and that my personal information be deleted from your databases before someone I am not related to gets a hold of it.
Sincerely
Jason
