I cancelled the OnStar accounts on both our Cadillacs last year after I was outright lied to by a customer service agent.
I signed up for a promotion that gave me Directions & Connections for the same price as the Safe & Sound package on my 2010 CTS-V. I negotiated the same deal for my wife's 2007 SRX. At the time, I had Safe & Sound on the CTS-V and OnStar upgraded me to Directions & Connections at no extra charge for a 6 month period. My wife already had Directions & Connections on her SRX and OnStar gladly dropped the price to the promotional price (for 6 months) for her SRX when I asked if they would do that. At the end of the 6 month promotional price, I was able negotiate a further 6 month deal on both cars, again at the promotional price. After the 2nd 6 month term I noticed that OnStar had bumped the price to the standard rate on the SRX (the V's 2nd 6 month term wasn't up yet). I called Onstar and they confirmed the history on the accounts, but declined to offer a continuation of the promotional pricing on Directions & Connections. I must say I was somewhat surprised as OnStar had always cooperated in the past. I wasn't happy... so I called back the next day and explained my dissatisfaction to the customer service agent "du jour" who seemed surprised that my request for promotional pricing was turned down. He explained that he'd be happy to reinstitute the promotional pricing for both vehicles - no problem at all. He also explained that OnStar has "a lot of flexibility" when dealing with customers in cases like this. We spent the next 1/2 hour talking hockey as he was a Detroit fan and expressed a lot of sympathy for me as I am a Leaf fan.
So the upshot was that about 2 weeks later the monthly charge for OnStar shows up on my credit card bill - at the regular price! I called OnStar back to question this and was told there was no record of my last conversation with the agent (he had said that he put notes on the file), and there were no promotions available to me. I still had a couple of months left on the V at the promotional price plus over 100 phone minutes. I cancelled both accounts on the spot. I really have a problem doing business with an outfit when the left hand doesn't know what the right hand is doing the customer ends up being lied to.
Best regards,
Elie