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June *, 2015 The Revdex.com Serving Metropolitan New YorkMediator[redacted] Re: Complaint# [redacted]  Hello Mediator,   Thank you for contacting Sirius XM on [redacted]’s behalf.  [redacted]’s...

complaint is in regards to an automatic renewal she did not agree too.  She stated she was informed the only way the service would renew is if she contacted Listener Care.  As she was charged she received several overdraft fees that she would like refunded. A member of our Corporate Customer Relations team reached out to [redacted] and advised her of SiriusXMs terms and conditions on automatic renewal and over draft fees. [redacted] requested that the call be listened too as she claims she was never informed of the automatic renewal.  We are currently investigating her concerns and we will reach out as soon as we have an update.SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concerns.    Our customer has been provided contact information if any additional support is needed.  If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: Customer Care[redacted]    Sincerely,  [redacted]Sirius XM Corporate Customer Relations Team###-###-#### (Option 3)

September **, 2016 *
[redacted]   Hello Mediator,   Thank you for contacting SiriusXM on [redacted] behalf.  We regret that his...

recent experience led to a complaint with your agency.  After researching [redacted] account, it was found that his complaint regarding being contacted for an outstanding balance resulted from the automatic renewal of his subscription.  Per the terms and conditions on our Customer Agreement, subscriptions automatically renew at the rate in effect at the time of each renewal until the subscriber calla us to cancel.  We were unable to locate any request for cancelation prior to receiving this complaint.   On July *, 2015, service was reactivated on radio [redacted] (2007 Santa Fe) on a monthly subscription.  An email was sent to [redacted] confirming the transaction, which also included automatic renewal information.  This subscription continued to renew on a monthly term, charging the card in file.  On July *, 2016, the monthly subscription renewed, however we were unable to charge the credit card.  On August *, 2016, when no payment was received, the subscription went inactive, due to non payment, leaving a balance of $15.86 for used service.  On August *, 2016, a late fee was added, bringing the balance to $20.86.  On August **, 2016, the balance was written off.   A member of our Customer Solutions Team reached out to Mr. Gross to further discuss his complaint.  We confirmed that the subscription is cancelled and the outstanding balance was removed from his account as well, we updated his account with his Do Not Contact request.  While we make every effort to honor [redacted] request as soon as possible, please allow 3-5 business days for phone calls and email and up to 30 days for mail requests to completely update in all of our systems.  Also, your Do Not Mail preference setting will expire in 3 years from the date of your request.  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below.   SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve Mr. Gross’ concerns. If you’d like to contact us regarding this matter, please use the information listed below.       [redacted]  Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

November
3, 2015The
Revdex.com Serving Metropolitan New YorkMediator30 East 33rd Street
– 12th Floor New York, NY 10016Re:
Revdex.com Complaint [redacted], [redacted]Hello
Mediator,Thank you for contacting SiriusXM on [redacted] behalf.  We regret that his recent
experience led...

to a complaint with your agency and have researched his account.  [redacted] complaint regarding the
transfer of his Lifetime Subscription to his new vehicle resulted from the
Customer Agreement terms and conditions which state that Lifetime subscriptions
for receivers installed in vehicles are non-transferable and
non-refundable.  A member of our Corporate Solutions team reached out to [redacted]
and reviewed the Terms and Conditions for his Lifetime subscription.  When a Lifetime subscription is purchased for
a vehicle, the subscription is non-transferable and non-refundable.  We transferred his Lifetime subscription to
his new vehicle, as a courtesy, and informed him that if this vehicle is traded
in, the Lifetime Subscription will not be transferred again.  We explained that there will now be channel lineup differences as the
radio in his new vehicle is on a different platform.  At [redacted] request, we upgraded his
Select subscription to a Premier Subscription and an invoice will be sent for
$113.90 difference.  We also waived the
$75.00 swap fee for the Lifetime transfer as a onetime courtesy.  Should [redacted] have any further
questions or concerns, we ask that he contact us utilizing our contact
information below.SiriusXM values each customer and is
committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]
concerns.  If you’d like to contact us
regarding this matter, please use the information listed below.SIRIUSXM
Radio Inc. [redacted]
[redacted]
[redacted]
[redacted]
[redacted] Sincerely,Geraldine
R[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I never authorized any automatic payments from my credit card. Never received an email my card was charged. This is outright fraud.  I will also be disputing the charges through my credit card company. This practice by Sirius is an orbit disgrace. Their product is so bad they have to deceiver people to try and generate revenue.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

December **, 2016   [redacted]   Re: Revdex.com Complaint [redacted]   Hello Mediator,   Thank you for contacting SiriusXM on [redacted] behalf.  We...

regret that his recent experience led to a complaint with your agency.  After researching [redacted] account it was found that his complaint is in regards to his overall cancellation request.    On November *, 2016, [redacted] quarterly subscription automatically renewed, per the terms and conditions in the SiriusXM Customer Agreement.  A $54.64 payment was applied to the credit card on file.  On December **, 2016, [redacted] called us requesting to cancel his subscription.  In lieu of cancelation, he accepted a 5 month promotional rate subscription for $28.46 and a refund of $3.61 was issued.   A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns. We explained that during the cancellation process, agents may present customers with special offers inviting them to remain SiriusXM subscribers.  We apologized to [redacted], if he was left with a negative impression of our cancellation experience; as that is not our intended outcome.  We offered to cancel his subscription immediately; however, [redacted] stated that he would keep the service until the end of the promotional term.  We informed him that a Future Deactivation Date was set for May **, 2017 and provided him with cancelation confirmation number [redacted].  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below.   SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below.       [redacted]  Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted]
 
[redacted] [redacted] [redacted]Hello Mediator,Thank you for contacting SiriusXM on [redacted]’s behalf.  We regret that his recent...

experience led to a complaint with your agency.  After researching [redacted]’s account, his complaint regarding being contacted by a collection agency resulted from the automatic renewal of his subscriptions per the Terms and Conditions.  On April **, 2015, [redacted] contacted SiriusXM to cancel his subscription and accepted a month free of service in lieu of canceling.  A transaction confirmation was sent to the email address on file, which contained details on the package change as well as important automatic renewal information.  On May ** 2015, the monthly subscription renewed on both receivers and an invoice was sent for the $11.28 balance.  Over the subsequent months, service renewed and invoices were sent.  We received neither payment nor any request to cancel and on July **, 2015, the subscriptions went inactive for non-payment, leaving a balance of $62.50 for used service.  A $5.00 late fee was added to this balance on July **, 2015 and the account was referred to collections on August **, 2015.  A member of the Corporate Customer Relations team spoke with [redacted] and explained our terms of renewal.  We informed him that as a courtesy, we have contacted the collection agency to remove the balance owed and stop the collection calls.  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concerns.  If you’d like to contact us regarding this matter, please use the information listed below.SIRIUSXM Radio Inc.To: Cary H. S[redacted]Attention: Customer Care[redacted]Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted]   The Revdex.com Serving Metropolitan New York Mediator [redacted]
[redacted]   Re: Revdex.com Complaint [redacted], [redacted]   Hello Mediator,   Thank you for contacting SiriusXM on [redacted] behalf.  We...

regret that his recent experience led to a complaint with your agency.  After researching [redacted] account, it was found that his complaint regarding being contacted for an outstanding balance after canceling his subscription resulted from his call disconnecting before his cancelation request could be completed and the automatic renewal of his subscription per the terms and conditions in the SiriusXM Customer Agreement.   On August **, 2016, [redacted] called to cancel his subscription; however the call disconnected before the agent could complete his cancelation request.  On September **, 2015, his annual subscription renewed, however, we were unable to charge the credit card on file.  On October **, 2016, [redacted] subscription was cancelled, leaving a balance of $11.98 for used service.   A member of our Corporate Solutions team spoke with [redacted] to address his concerns.  We advised him as to why his subscription was not cancelled when he called.  We confirmed that his subscription was cancelled and his account was credited to reflect a $0 balance.  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below.   SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below.   [redacted]        Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

[redacted]
*
[redacted]
*
[redacted]   Hello Mediator,   Thank you for contacting SiriusXM on [redacted]’s behalf.  We regret...

that his recent experience led to a complaint with your agency.  We have investigated his complaint, but we were unable to contact him to get further details.   Using the information provided in the complaint, no active accounts were found for this customer.  The customer mentions that he has a $50.00 credit on his account, which was merged with his father’s account, but we are unable to find the account.    SiriusXM values each customer and is committed to providing stellar service.  A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns, but after several voicemails and emails, we were unable to reach him.  We ask that [redacted] contact our Corporate Solutions team, utilizing out contact information below so we can further discuss his complaint.    [redacted] Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.I am ok with this resolution if they do what they say. I however will need some sort of confirmation that my name has been removed from collection. 
Sincerely,
[redacted]

[redacted]
*
[redacted] Hello Mediator, Thank you for contacting Sirius XM on [redacted] behalf.  We regret that his recent...

experience led to a complaint with your agency.  After researching [redacted] account, it was found that his complaint relates to a refund that was issued back to his credit card when he states he requested the refund to be issued via check. A member of the Corporate Solutions team reached out to [redacted] and spoke with his wife.  We informed her that the refund was issued back to the credit card on file ending in [redacted] in December **, 2015.  Please be advised that the average turnaround time for refunds issued to credit card accounts is 5 to 10 business days.   Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted] concerns.  If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option 3)

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted]’s behalf.  We regret that her experience led to...

a complaint with your agency.  After researching [redacted]’s account, it was found that her complaint resulted from being contacted by a collection agency resulted from the automatic renewal of her subscriptions per the Terms and Conditions. On August *, 2016 [redacted] purchased a 6 month Select Subscription at the promotional price of $24.99 we processed a 1 time payment via credit card.  On February *, 2016 her semi annual subscription automatically renewed and an invoice was sent for $107.16 no payment was received.   On March **, 2016 [redacted] reached out to our Customer Service Department in regards to the invoice she received, automatic renewal was explained to her and no changes were made to her account. On May **, 2016 the account went into non-pay, and was referred to collections on May **, 2016. A member of the Corporate Solutions team spoke with [redacted] and explained our terms of renewal.  We informed her that as a courtesy, we have contacted the collection agency to remove the balance owed and stop the collection calls.  Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve Ms.  Pratt’s concerns.  If you’d like to contact us regarding this matter, please use the information listed below. [redacted] Sincerely, Jo-Ann M[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

October **,
2015[redacted]
[redacted]
[redacted]
[redacted]Hello
Mediator,Thank you for
contacting SiriusXM on [redacted] behalf.  We regret that her recent...

experience led to a
complaint with your agency.  After researching [redacted] account, it
was found that her complaint resulted from the automatic renewal of her
subscription per the terms and conditions in our Customer Agreement. On January **, 2015, we received a returned a remittance slip with
a check payment for $36.15 for a six month subscription at a promotional rate
to start after her trial expired on February *, 2015.  Our auto renewal terms are outlined on the remittance
that is returned to us.  On January **, 2015 an email was generated confirming
her transaction, which also included automatic renewal information.   At the end of the promotional term, these
packages automatically renew to a full price package.  On August *, 2015, her subscription renewed
and an invoice was sent for $110.07.  On
August **, 2015, [redacted] contacted us requesting cancellation of her
subscription, which we processed immediately, leaving a balance of $16.29 for
used service.  On September **, a late
fee was added, bringing the balance to $21.59.   This amount was written off on October **, 2015, leaving the account at
a $0 balance.A member of our Corporate Customer Relations team reached out to
[redacted] via phone and email; however we have been unsuccessful in speaking
with her.  We received a call from [redacted]
who stated he was contacting us on her behalf.  We confirmed with [redacted] that [redacted] account is at a $0 balance.  If [redacted] has any additional questions
or concerns regarding her account, she can contact the Corporate Customer
Relations team using the information below. SiriusXM values each customer and is
committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’
concerns.  If you’d like to contact us
regarding this matter, please use the information listed below.SIRIUSXM
Radio Inc. [redacted]
[redacted]
[redacted]
[redacted]
[redacted] Sincerely,[redacted]
[redacted]
[redacted]

[redacted]
*
[redacted]
*
[redacted]
* Hello Mediator,   Thank you for contacting SiriusXM on [redacted]’s behalf.  We regret that his...

recent experience led to a complaint with your agency.  After researching [redacted]’s account, it was found that his complaint relates to frustration he experienced with Customer Care when attempting to activate service.      [redacted] had a 3 month trial subscription to SiriusXM for the service period from June **, 2016 to September **, 2016.  On August **, 2016 a check payment for $35.00 was received and posted to his account.  However, a follow on plan was not added so at the end of the trial period, the subscription was cancelled.   A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  However, to date, we have been unsuccessful in speaking with him.  We remain interested in working with [redacted] to resolve his issue and we ask that he contact our Corporate Solutions team utilizing our contact information below.   SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concerns. If you’d like to contact us regarding this matter, please use the information listed below.  
[redacted]
    Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

September **, 2016   [redacted]
[redacted]
[redacted] [redacted]
[redacted]   [redacted]   Hello Mediator,   Thank you for contacting SiriusXM on [redacted] behalf.  We...

regret that his recent experience led to a complaint with your agency.  After researching [redacted] account, it was found that his complaint regarding his cancelation experience resulted from his call being disconnected while being transferred to the cancellation department.  His subscription has been cancelled and any outstanding balance removed from his account.   A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint. We processed the cancelation of his subscription and provided him with cancelation confirmation number [redacted].  We apologized for the experience and cleared the outstanding balance of $21.04.  Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below.   SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below.       Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

[redacted]
*
[redacted]
*
[redacted]   Hello Mediator,   Thank you for contacting SiriusXM on [redacted]’ behalf.  We regret that...

her recent experience led to a complaint with your agency.  After researching [redacted]’ account, it was found that her complaint was in regards to the automatic renewal of her subscription and renewal notification.  Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew at the rates in effect at the time of each renewal until the subscriber calls us to cancel.  Transaction confirmations are sent via email or mail; which include renewal information.  In addition, subscribers with an annual subscription or higher receive a renewal notice, prior to the renewal of the subscription.  Invoices are generated when the subscriber’s method of payment is invoice; otherwise Subscribers are able to view a history of account transactions through our Online Account Center at [redacted].   On August **, 2015, [redacted] purchased a semi-annual subscription at a promotional rate to begin on September *, 2015 upon the conclusion of her trial subscription, and her credit card was charged a onetime payment of $34.10.  [redacted] continued to call on a semi-annual basis thereafter, prior to each renewal date, requesting the same promotion.  As a courtesy, she has been provided multiple promotional rate subscriptions.  Emails confirmations were sent upon each transaction; which included automatic renewal information.  On January *, 2018, at the end of her most recent promotional rate term, her subscription automatically renewed at our then current rate and an invoice was sent for the $107.65 balance.  On January **, 2018, at [redacted]’ request, her subscription was canceled, leaving a balance of $5.01 which was credited.          A member of our Corporate Solutions Team corresponded with [redacted] via email.  We explained that during all transactions subscribers are presented with automatic renewal information and after purchasing, subscribers are sent an email confirming the transaction which includes automatic renewal information.  We apologize for any frustration this matter may have caused [redacted] and should she have any further questions or concerns, we ask that she contact us utilizing our information below.   SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’ concerns. If you’d like to contact us regarding this matter, please use the information listed below.  [redacted]   Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team [redacted]

[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
*
[redacted] [redacted]   Hello Mediator,   Thank you for contacting SiriusXM on [redacted]s behalf.  We regret that her...

experience led to a complaint with your agency.  After reviewing her account, it was found that [redacted]s  complaint in regards to charges associated with the automatic renewal of her subscription resulted from a misunderstanding regarding invoice billing.  Per the terms and conditions in our Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel.  Selecting an Invoice as a method of payment does not prevent the automatic renewal of the subscription.   On December **, 2016, [redacted] purchased a 6-month promotional rate subscription and made a onetime credit card payment of $30.59. [redacted] was read a disclosure confirming her transaction, which also included automatic renewal information.  On July ** 2017, at the end of the promotional term, her subscription automatically renewed to a full price package which bills on a semi-annual term, and an invoice for $118.79 was sent via mail.   A member of our Corporate Solutions Team reached out to [redacted] to discuss her concerns.  We reviewed the automatic renewal policy. As a gesture of good will, we cleared balance owing of $34.00.  Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below.   SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]s concerns. If you’d like to contact us regarding this matter, please use the information listed below.  
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
  Sincerely,   Jo-Ann M[redacted]
[redacted]

[redacted]
*
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted]
* Hello Mediator,   Thank you for contacting SiriusXM on [redacted]’s behalf.  We regret that her...

recent experience led to a complaint with your agency.  After researching [redacted]’s account, it was found that his complaint is in regards to changing the subscription on her radio without effecting the billing date.   A member of our Corporate Solutions Team reached out to [redacted] to further discuss her complaint.  We explained that her subscription renewals align with her billing cycle and device activation dates.  We apologized for any frustrations she experienced and explained that any subscription changes take effect the day of the request and as the subscriptions are prepaid, any unused service will be credited.  We offered to provide [redacted] with an annual promotional rate subscription for $68.34 for the service period from December **, 2017 to December **, 2018; which she accepted.  A credit of $2.98 was left remaining from the previous subscription for unused service from December **, 2018 to January *, 2018 and a credit card payment was applied for the $65.36 balance.  Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below.    SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concerns. If you’d like to contact us regarding this matter, please use the information listed below.    
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
  Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team [redacted]