Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle in May 2024 and signed up for OnStar. The company is supposed to link my phone and the vehicle dashboard to the MyCheverolet app with provides diagnostics for the vehicle and a link to the OnStar team.For that I have a monthly subscription which I pay $17 a month. The app stopped working and after 63 calls and live chats there has been no resolution. If they aren't going to fix it, then I want my money back for the entire span of the subscription. They're not providing the support I was promised.

  Customer Answer

  Date: 02/27/2025

  ***************** 

  Business Response

  Date: 03/05/2025

  March 5, 2025
  
  Better Business Bureau Serving ****************
  **************************
  ******************************
  Phone: ************* | Fax:*************
  ********************************************* 
  
  Customer: ***** ********
  Account Number: *********
  ******************** Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for your recent correspondence regarding ***** ******** and her concerns with the OnStar mobile application.
  
  Currently we are still working to resolve Ms. ******** concerns. We will provide an update once we know more.
  
  Thank you for bringing this matter to our attention. Please let us know if anything else is needed.
  
  Sincerely,
  
  ******
  OnStar Executive Relations Team

  Customer Answer

  Date: 03/05/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The problem has not yet been resolved and the response is "we're working on it" but there have been more than 60 calls to them and there has been no resolution. I am not going to be satisfied until the problem is adequately resolved or there is a refund.
  
  Regards,
  
  ***** ********

  Business Response

  Date: 03/13/2025

  March 13, 2025
  
  
  Better Business Bureau Serving ****************
  **************************
  *******************************************************
  Phone: ************* | Fax: *************
  ********************************************* 
  
  
  Customer: ***** ********
  Account Number: *********
  ******************** Case # ********
  
  Dear Better Business Bureau,
  Thank you for your recent correspondence regarding ***** ******** and her concerns with OnStar mobile app.
  OnStar researched the concern, and Ms. ******** was referred back to the dealership for a hardware replacement.
  Thank you for bringing this matter to our attention. Please let us know if anything else is needed.

  Customer Answer

  Date: 03/13/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]  I have not received a hardware replacement and I still cannot access the apps. Hardware was ordered but not received or installed. 

  I will continue to reject any attempt at resolution by OnStar until this problem is fully resolved or the refund is provided. A promise is not a resolution. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a 2024 ***********. Every time I get in my vehicle the audio source is changed by OnStar to *************** against my will, in an effort to advertise and try to get me to subscribe to something I do NOT want. I have no desire to subscribe to this service and there is no way for me to opt out or uninstall the Sirius XM app from the vehicle. It is invasive of my personal vehicle settings and I do NOT like it. Also I believe that ** is selling or giving my driving information data to my insurance company against my wishes, as my rates with Progressive just increased by 60 dollars a month even though I have no tickets or traffic violations. I want this unwanted advertising and changing of my vehicle audio source to STOP, and to respect my privacy.

  Customer Answer

  Date: 02/19/2025

  *****************

  Business Response

  Date: 03/05/2025

  March 5, 2025
  
  
  
  
  Better Business Bureau Serving ****************
  *****************************************************************************************************
  Phone: ************* | Fax: *************
  *********************************************
  
  ****** ******
  Account Number: *********
  ******************** Case # ********
  
  
  
  Dear Better Business Bureau,
  
  Thank you for your recent correspondence regarding ******************* concern.
  
  Two attempts were made to reach Mr. ****** by phone, without success. We have also followed up with him via email with our Executive Resolution contact information.
  
  Thank you for bringing this matter to our attention. Please let us know if anything else is needed.
  
  
  Sincerely,
  
  *****
  OnStar Executive Resolution Liaison

  Customer Answer

  Date: 03/05/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have I am willing to have a dealer appointment for the software update, suggested  by Onstar.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OnStar added a data plan to my truck and charged me $75 without my consent and they refuse to refund my money.

  Customer Answer

  Date: 02/11/2025

  1gcuyhet0lz379917

  Business Response

  Date: 02/18/2025

  February 18, 2025
  
  Better Business Bureau Serving ****************
  *************************************************************************************************************
  Phone: ************* | Fax: *************
  *********************************************
  
  
  Customer: **** *****
  ******************** Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for your recent correspondence regarding our member **** *****, and the concerns he has with the OnStar Data Plan.
  
  Mr. ***** has contacted the Better Business Bureau seeking a refund in the amount of $75 for the OnStar Data Plan.
  
  We confirmed Mr. ***** was only charged $15 for the data plan and invited him to send over proof of any other charges. Due to usage of the data plan no refund was provided.
  
  Thank you for bringing this matter to our attention.  Please let us know if you have further questions about this case. 
  
  Sincerely,
  OnStar Executive Relations Team

  Customer Answer

  Date: 02/18/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  Im not satisfied because I was ILLEGALLY charged and I NEVER asked for nor agreed to you putting data onto my vehicle. You guys did so without my knowledge or consent. Which is theft. And your response is well the data was used so Im out the money. This is theft and fraud. And Im now filing an fcc complaint along with charged since you think its ok to rip people off and charge them without consent. I will also be filing a complaint with any regulatory authority I can think of. Companies seem to think they can do what ever they want and the customer just has to accept that your s******* them over. 
  Regards,
  
  **** *****

  Business Response

  Date: 02/19/2025

  February 19, 2025
  
  Better Business Bureau Serving ****************
  *************************************************************************************************************
  Phone: ************* | Fax: *************
  *********************************************
  
  
  Customer: **** *****
  ******************** Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for your recent correspondence regarding our member **** *****, and the concerns he has with the OnStar Data Plan.
  
  
  We reached back out to Mr. ***** to advise we only see one charge of $15 for the data plan. Although there was usage of the data, as a gesture of goodwill we offered to reimburse the $15. We also reiterated the need for him to send proof of any further charges. Mr. ***** declined the offer.
  
  Thank you for bringing this matter to our attention.  Please let us know if you have further questions about this case. 
  
  Sincerely,
  
  OnStar Executive Relations Team

  Customer Answer

  Date: 02/19/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]im tired of companies s******* customers over. I was charged $75 and they are only willing to refund $15. I have sent them a copy of the charges when I initially filed my complaint. I have now decided that Im done dealing with them. They want to be thrives fine. I have filed criminal charges against the company. I have also filed an *** complaint as well as a complaint with the *** cyber crimes division. Im done being ripped off from companies. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vehicle was stolen 11/30/2024. We received the vehicle back on 12/28/2024 from the dealership. When the vehicle was stolen, the thieves ripped the module where onstar or myself could not track the vehicle. When we received the vehicle, onstar service was not working. We could not located the vehicle or use the service. My husband call onstar and they stated they could not connect to the truck. Onstar escalated to their highest technician and we received no feedback. We call again after a week and they couldnt give us any answers. We took it back to the dealership and they worked with Onstar to try to resolve the issue. Unfortunately, they were pointing the finger at each other. The dealership and Onstar confirmed the new module is not defective, so the issue is on Onstar. We are constantly being charged monthly for services and they are not putting in effort to fix the issue. We spoke to a representative that told us that the issue was fixed. When we ask him to confirm the location, he stated, he misspoken and there are errors.We are waiting Onstar to resolve the issue that is on their end and stop pushing us down the list.

  Customer Answer

  Date: 02/03/2025

  Vin number: *****************

  Business Response

  Date: 02/18/2025

  February 18, 2025
  
  
  Better Business Bureau Serving ****************
  **************************
  *******************************************************
  Phone: ************* | Fax: *************
  ********************************************* 
  
  
  Customer: Chaddeus *******
  Account Number: *********
  ******************** Case # ********
  
  Dear Better Business Bureau,
  Thank you for your recent correspondence regarding Chaddeus ******* and his concerns with OnStar connectivity.
  OnStar is currently researching the concern and Mr. ******* was referred to the dealership for further troubleshooting.
  Thank you for bringing this matter to our attention. Please let us know if anything else is needed.
  
  Sincerely,
  
  ******
  OnStar Executive Relations Team
  
  

  Customer Answer

  Date: 02/18/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I spoke with Onstar regarding the situation. I requested that they provide me with something in writing stating that they exhausted all their options and that there was nothing further they could do. Otherwise, I will continue to be in the crossfire between the dealership and Onstar. Without this information in writing, I cant move forward with another possible solution with my insurance company. We will take it to the dealership but we need a reference from Onstar stating there is no further action that they can take to resolve the issue.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my service February 2024 and have continued to be charged $15 every month since. Ive made multiple phone calls, chatted online with representatives, and sent emails and have received no resolution. Each time I call or chat they assure me that my account is canceled and that I wont be charged in the future yet I continue to be charged. I have never received a response to any of my emails. I never get a callback from a supervisor as requested. I have now been charged a total of $150 after canceling my service.

  Customer Answer

  Date: 02/10/2025

  *****************

  Business Response

  Date: 02/18/2025

  February 18, 2025
  
  Better Business Bureau Serving ****************
  *************************************************************************************************************
  Phone: ************* | Fax: *************
  *********************************************
  
  
  Customer: **** *******
  ******************** Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for your recent correspondence regarding our member **** *******,and the concerns she has with her OnStar Plan.
  
  Ms. ******* has contacted the Better Business Bureau seeking a full refund for her OnStar Plan.
  
  We confirmed the account has been canceled and Ms. ******* will receive a refund in the amount of $173.71.
  Thank you for bringing this matter to our attention.  Please let us know if you have further questions about this case. 
  
  Sincerely,
  OnStar Executive Relations Team

  Customer Answer

  Date: 02/18/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have spoken with their representative today 02/18/25. I am awaiting the deposit of the refund to my credit card. It is currently pending. I will continue to monitor my account for the refund to be finalized. 
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Been sitting in this car today for over 2 hours trying to get towed off the freeway only to be told just wait just wait I've had numerous panic attacks and no one at onstar actually cares I was supposedly a priority but hey I got cars trying to push me while on the side of the road and Onstar got paid this month talk about great customer service

  Customer Answer

  Date: 01/08/2025

  VIn is *****************

  Business Response

  Date: 01/23/2025

  January 23, 2025
  
  
  
  
  Better Business Bureau Serving ****************
  ***************************************************************************************************
  Phone: ************* | Fax: *************
  ********************************************* 
  
  
  ******** ********
  Account Number: *********
  ******************** Case # ********
  
  
  
  Dear Better Business Bureau,
  
  Thank you for your recent correspondence regarding Mr.Masseria and the concerns with the repair issues.
  
  With support from our team, this matter is resolved, and we appreciate you bringing it to our attention. I applied 6 months of the Essentials plan as a goodwill gesture, which is good through August 6,2025.  Please let us know if anything else is needed.
  
  Sincerely,
  
  *****
  OnStar Executive Resolution Liaison

  Customer Answer

  Date: 01/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ******** ********

• Initial Complaint

  Date:01/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since purchasing my GMC vehicle (VIN: *****************) in 2023, the OnStar internet service included in my subscription has not worked as promised. I have made multiple attempts to resolve this issue, but the problem persists, and I have not received a resolution or consistent ************** is a timeline of my efforts:9/24: Called OnStar customer service to report the issue.9/27: Followed up to request an update, but no resolution was provided.9/30: Called again, and I was told the issue was still being investigated.10/22: Spoke with a representative named *****, who offered compensation for one month of internet. However, the internet service stopped working again after just three days.1/3: Spoke with a representative named Brooklyn, who offered compensation for two months of internet and promised that someone would call me back to address the issue.Despite these repeated efforts, I have not received any follow-up calls, and the internet service is still not working. This lack of resolution and poor communication has been extremely frustrating, and I feel that the service I paid for has not been delivered as promised.I am requesting that GMC and OnStar resolve this issue immediately by ensuring the internet service functions properly or providing full compensation for the service I have been unable to use.Thank you for your assistance in facilitating a resolution.

  Business Response

  Date: 01/14/2025

  January 14, 2025
  
  
  
  
  Better Business Bureau Serving ****************
  *****************************************************************************************************
  Phone: ************* | Fax: *************
  *********************************************
  
  Charisma **** ****
  Account Number: *********
  ******************** Case # ********
  
  
  
  Dear Better Business Bureau,
  
  Thank you for your recent correspondence regarding ************** concerns with the **** services.
  
  Two attempts were made to reach Ms. **** **** by phone,without success. We have also followed up with her via email with our Executive Resolution contact information.
  
  Thank you for bringing this matter to our attention. Please let us know if anything else is needed.
  
  
  Sincerely,
  
  *****
  OnStar Executive Resolution Liaison

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I turned in my ******** lease in August 2021, yet over the past three years, On Star has inconsistently taken money out of my account ~10 times. They owe me about $300. I have an assigned case number and have been advised multiple times to expect a refund. The latest refund advisory was no later than 27 December 2024. The day has come and gone and there is no refund. On Star is illegally holding my money.

  Business Response

  Date: 01/21/2025

  January 21, 2025
  
  
  
  Better Business Bureau Serving ****************
  ***********************************************************************************************************
  Phone: ************* | Fax: *************
  ********************************************* 
  
  
  Customer: ***** ******
  Account Number: *********
  ******************** Case # ********
  
  
  Dear Better Business Bureau,
  
  Thank you for your recent correspondence regarding our customer and the concerns with their ********************** system.
  
  With support from our Executive team, this matter is resolved, and we appreciate you bringing it to our attention. A refund was issued in the amount of ****** back to the method of payment on file ending in 9548. Please allow 3-5 business days to see the refund. Please let us know if anything else is needed.
  
  Sincerely,
  
  ****
  OnStar Executive Relations Team

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a ***** sonic it was totaled and I Purchased a ***** Trax 2024 recently Though I never authorized the withdrawal of $16 from my account by ********************** When I complained, they refunded me I specifically told them I no longer own the car Yet they continue to steal money out of my account I also had to lock my debit card and get a new debit card. Well OnStar within their system, found out my new debit card and continues to take money out of my debit card.All of this was explained to me by my bank OnStar has to be held to responsible for stealing funds and money from customers without customer authorization I will reach out to the CEO and if the answer is obtained, I will take legal action Also, when I purchased a new car on star without ever reaching out to me charge me $60.60 something dollars This is a totally disgusting illegal company. They should not be in business. They should shut their doors.

  Business Response

  Date: 12/16/2024

  December 16, 2024
  
  
  
  
  Better Business Bureau Serving ****************
  ***************************** Ste., 202
  ******************************
  Phone: ************* | Fax: *************
  ********************************************* 
  
  
  
  Customer: ****** *****
  Account Number: *********
  ******************** #********
  
  
  Dear Better Business Bureau,
  
  Thank you for your recent correspondence regarding our member ****** ***** and the refund concerns on her OnStar account.
  
  A refund has been provided in the amount of $42.79. Ms. ***** was informed that it takes 3-5 business days to show up on her method of payment on file. 
  
  Thank you for bringing this matter to our attention. Please let us know if anything else is needed.
  
  
  
  Sincerely,
  Jada
  OnStar Executive Resolution Team

  Customer Answer

  Date: 12/16/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:12/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to cancel our unlimited data plan for my suburban. They told me the charge already went through on the morning of Nov 13th when I called. I told them fine, then that will be my last month and I want to cancel after the month was over since I paid for it already. I said do not charge me again on Dec 13th. My data plan was then turned off and never worked again after I called even though they charged me for it. I called a few days later and told them to refund me since they took my data plan away when they said I would have it for another month since the charge went through already. They said I never called and cancelled and it's still active. I told them it has not been active since I called on the 13th. They apologized and said would refund me within a week. A week later I still have no refund. I called again and finally was put through to a supervisor. Again, she said had no record of me cancelling, but said she made sure it was cancelled and would issue a refund. That was over a week ago and still no refund. They have also been charging my credit card that was cancelled in August because of fraud. I have no idea how they are still changing that card as it should not work. I will be calling my credit card company next and leaving bad reviews every where until I get my money back and make sure they don't charge me anymore. This company is slimy and I will never do business with them again because of their horrible customer service and lying to me. I will be telling everyone I know about my horrible experience with OnStar. Never again!

  Customer Answer

  Date: 12/10/2024

  *****************

  Business Response

  Date: 12/16/2024

  December 13, 2024
  
  Better Business Bureau Serving ****************
  *************************************************************************************************************
  Phone: ************* | Fax: *************
  *********************************************
  
  ******** ********
  Account Number: *********
  ******************** Case # ********
  
  
  
  Dear Better Business Bureau,
  
  Thank you for your recent correspondence regarding our member ******** ********, and the concerns regarding her refund inquiry.   
  
  We spoke with Ms. ******** and explained our policy regarding data plan cancellations and refunds. We assured her that her data plan has been canceled, and that she will not be charged moving forward. We also explained that she is not eligible for a refund.
  
  Thank you for bringing this matter to our attention. Please let us know if anything else is needed.
  
  Sincerely,
  
  *****
  OnStar Executive Resolution Liaison

  Customer Answer

  Date: 12/16/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Woman I spoke with was condescending and told me that even though my data plan didn't work in my suburban starting the day I first called to cancel that it was still active. Then she told me they cancelled it the day I called and that's why it didn't work, so which story are you going with? So she told me two different things. The people that work there told me different things and never actually cancelled my data plan because the first two times I called they had no record of it being cancelled even though it was turned off in my vehicle and I had still been charged that month. Manager I spoke with the 2nd or 3rd time I called told me I would be refunded since I cancelled the day it was billed and it had been turned off, but that never happened. The company is a fraud and very slimy to work with. The last woman I spoke with spoke down to me like I didn't know what I was talking about. I will never do business with this horrible company again and will be telling everyone I know about my horrible experience and horrible employees of the company. **************** does not exist and most of the employees work from a call center in *****. If they had just confirmed my cancellation and refunded me the first time I called like they said they would for my data not working, then I would have given them 5 stars, but that didn't happen. Hopefully that $20 they refuse to give back to me is worth the hours I will spend giving them negative reviews all over ****** and social media. Never again ONStar!
  
  Regards,
  
  ******** ********