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January **, 2016 The Revdex.com Serving Metropolitan New York Mediator [redacted] [redacted]
[redacted] [redacted] Hello Mediator, Thank you for contacting SiriusXM on Mr. [redacted] behalf.  We regret that his recent experience...

led to a complaint with your agency.  After researching Mr. [redacted] account, his complaint regarding being billed $17.83 resulted from the remaining balance for the time period following the automatic renewal of his subscription per the Terms and Conditions in the Customer Agreement.  Subscriptions automatically renew until a subscriber calls us to cancel. On June **, 2015, [redacted] called us to cancel his subscription on radio ID [redacted].  In lieu of cancelation, he accepted a 5-month promotional subscription for $32.38, as there was a credit of $14.36 for unused service from his previous subscription, there remained a balance of $18.02; which he made a onetime credit card payment for.  A confirmation email was sent to [redacted] on June **, 2015 detailing the terms of the renewal and advising him of the upcoming charges.  At the end of the promotional term, these packages automatically renew to a full price package, that bills on a quarterly term.  His subscriptions automatically renewed on November **, 2015 at a prorated amount of $48.03 and an invoice was sent for $50.27; this amount included a $2.00 invoice fee.  On November **, 2015, [redacted] called us requesting to have his subscription cancelled; which we processed immediately, leaving an owing balance of $12.22.  A late fee was added on December **, 2015, bringing to balance to $17.83.  On January **, 2016, [redacted] made a onetime credit card payment for $17.83.  A member of our Corporate Solutions Team spoke with Mr. Dixon and reviewed his concerns with him.  We informed him that as a gesture of good will, we will issue a refund for the $17.83; which was issued back to his credit card on January **, 2016.  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. [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)

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 have received an invoice for the disposed amount since this resolution has been articulated. I'm assuming I will not be contacted again about this matter.
Sincerely,
[redacted]

[redacted]
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[redacted] [redacted]
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* 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 is in regards to a misunderstanding between the Premiere subscription he purchased for his Lifetime Subscription and the All Access Subscriptions that are now offered.    Premier packages included additional channels that were not available with the purchase of the Select packages; however, Internet Radio was not included with the Premier packages and had to be purchased as an additional service.  All Access packages are not available for the Lifetime Subscriptions as we stopped selling Lifetime subscriptions prior to the availability of the All Access packages.    A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  We explained that upon reviewing his account he did have access to Internet Radio; however, this was due to him purchasing a paying subscription for this service.  [redacted] also had other radios active on his account that were on Premier Packages; which is the reason he received the email regarding the upgrade from Premier Packages to All Access.  We offered to provide [redacted] with 12-months of Internet Radio at no cost; which he accepted.  We informed [redacted] that this subscription will automatically renew on January *, 2018, per the terms and conditions in our Customer Agreement.  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.  [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]

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:

These people are liars.  I paid for an annual plan and for no reason they changed my plan to monthly after 4 days. No communication from XM.  They disrupted my service and provided no explanation.  I wasted 2 hours on the phone trying to resolve the issue and it only became worse.  They changed my access to my account so I had no access.  I gave up. Stay away from this dysfunctional company.  Always drama at XM.   very unprofessional and rude to consumers.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 her complaint resulted from the automatic renewal of her promotional rate subscription.  Per the terms and conditions in our Customer Agreement, subscriptions automatically renew, at the rates in effect at the time of renewal until the subscriber calls us to cancel.  During transactions subscribers are presented with automatic renewal information and after purchasing, subscribers are sent an email confirming the transaction; which includes automatic renewal information.   On August *, 2016 an All Access 3- month complimentary trial subscription was activated for [redacted].  On October **, 2016, an All Access 6-month promotional rate subscription was purchased; which was to begin at the end of the trial on November *, 2016.  Credit/Debit card ending in [redacted] was placed on file for future billing.  An email was sent to [redacted] on October **, 2016, confirming the transaction; which also included automatic renewal information. The 6-month promotional rate took effect on November *, 2016, charging the credit/debit card on file $34.10.  On May *, 2017, at the end of the promotional rate term, her subscription automatically renewed to a full price package; which bills on a monthly term.  On this date and at subsequent monthly terms, the subscription automatically renewed per the terms and conditions in the SiriusXM Customer Agreement, in each case charging the credit/debit card on file.  On August *, 2017, at [redacted]’s request, we cancelled the subscription and a refund of $ $18.21 was issued for the August *, 2017 renewal charge.   A member of our Corporate Solutions Team reached out to [redacted] to further discuss her complaint.  We reviewed our automatic renewal policy and advised her that we have no way of knowing if a radio is receiving signal unless we are contacted.  We informed [redacted] that we will issue an additional refund of $54.63 as this amount combined with the $18.21 already refunded, reflect the total monthly charges from February 2017.  Should [redacted]’s 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]  Sincerely, Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option* )

June **, 2015The Revdex.com Serving Metropolitan New YorkMediator[redacted]Re: Revdex.com Complaint ID [redacted]Hello Mediator,  Thank you for contacting SiriusXM on [redacted]’s behalf.  After researching his complaint, it was...

found that [redacted]’s complaint was regarding the increase in his pricing over two (2) years.  [redacted]’s price increased as a result of a promotional package ending as well as SiriusXM adjusting its base rate.  Customers are advised via [redacted] and email prior to price adjustments.  Customers are also notified prior to renewals, for subscriptions on annual packages or greater. On August *, 2012, [redacted] purchased an annual subscription at promotional price.  At the end of this promotional term, the subscription automatically renews to full price which billed on a yearly basis.  On March **, 2013, [redacted] contacted us requesting to add an Internet Radio subscription to his annual audio subscription.  On August *, 2013, the audio and Internet subscriptions automatically renewed for the service period from August *, 2013 to July **, 2014, to align with his billing cycle, charging the credit card on file a prorated amount of $212.09.  On July **, 2014, the subscriptions automatically renewed once again for the service period from July **, 2014 to July **, 2015, charging the card on file $237.81A member of our Corporate Customer Relations team spoke with [redacted] and addressed his concerns by reviewing his subscriptions and their automatic renewal per the terms and conditions in the Customer Agreement.  We explained that the promotional rate pricing is intended for one-time use and customers are also notified prior to renewals on annual packages or greater.  We offered to continue his subscription at a discounted rate, for one additional term, but he rejected our offer requesting for one year of All Access service at no cost.  Our offer to provide [redacted] with an annual All Access subscription at a half price promotional rate for his device remains available, should he wish to accept it.  We believe that we have made an appropriate offer to [redacted], addressed his concerns and at this time we consider the complaint resolved.SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: [redacted]Attention: Customer Care[redacted]Sincerely,[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

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

We regret that her experience led to a complaint with your agency.  After review, [redacted]’s complaint is in regards to receiving emails for a SiriusXM account that does not belong to her.   A member of our Corporate Solutions team reached out to [redacted] to further discuss her complaint.  Upon review of the accounts in question, it appears that [redacted] and her cousin, who also has a SiriusXM account, at one point, shared the same name.  Due to a mix up with the names, [redacted]’s and her cousins’ email addresses ended up on each other’s account.  Both accounts currently contain the correct contact information; however, [redacted]’s email address remained associated with her cousin’s the account on the back end.  We informed [redacted] that we are working on having her email disassociated with her cousins’ account.  We advised her that this process may be lengthy.  We apologize for any inconvenience this may have caused for [redacted] and we thank her for her patience and understanding while we work on resolving this issue as soon as possible.  Should [redacted] 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]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]

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted].  We regret that his experience...

led to a complaint with your agency.  After researching [redacted] account, it was found that his complaint regarding charges to his credit card resulted from the automatic renewal of his subscription following the purchase of a promotional rate subscription.  Per the terms and conditions in our Customer Agreement, subscriptions automatically renew, at the rate in effect at the time if each renewal until the subscriber calls us to cancel.  Unfortunately, we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber. On May **, 2015, [redacted] began service with a 6-month Select subscription at a promotional rate, the balance paid with a credit card that was left on file for future renewals.  A confirmation email was sent to [redacted] on May **, 2015 detailing the terms of the renewal and advising him of upcoming monthly credit card charges.  On February *, 2016, [redacted] called us requesting to cancel his subscription; which we processed immediately and issued a refund of $8.83 for unused service.  At this time an additional refund of $8.24 was provided, as this amount combined with the $8.83 reflects the total charge of $17.07 from January **, 2016. A member of our Corporate Solutions Team reached out to [redacted] regarding his concern.  We reviewed the automatic renewal policy and explained that unless we are contacted, we have no way of knowing if a device is not receiving our signal.  We informed him that as a gesture of good will, we will issue a refund for the $17.07 charge from December **, 2015.   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 ###-###-#### ([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:

 You can't require a person to call and to cancel a subscription if you don't have a 24 hotline  we don't all operate on a 9-5 schedule  if I could have called in the middle of The night I gladly would have  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
 
[redacted]
 
[redacted]   Hello Mediator,   Thank you for contacting Sirius XM 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 her complaint was in regards to the transferability of the Lifetime Subscription associated with her previous vehicle (Honda Accord); which had been deactivated after SiriusXM received a change of ownership record from an automotive dealership for that vehicle.  As a courtesy, on December **, 2017 a one-time out of policy transfer was permitted, which reinstated [redacted]s Lifetime Subscription to her new vehicle.   On January [redacted] 2009, [redacted] purchased a Lifetime Subscription for her Radio Id ending in [redacted] (Sportster 5).  On March *, 2017, the Lifetime Subscription was transferred to Radio ID ending in [redacted] (Honda Accord).  On June **, 2017, the Lifetime Subscription associated with her Honda Accord was deactivated after SiriusXM received a change of ownership record from an automotive dealership for that vehicle.  The change of ownership process; which resulted in the deactivation of her Lifetime Subscription was designed to stop the continuation of any subscription charges associated with vehicles that have been traded in to automotive dealers.      A member of the Corporate Solutions team reached out to [redacted] to further discuss her complaint.  We reviewed the terms and conditions for the Lifetime Subscription she purchased in 2009.  We explained that Lifetime Subscriptions first associated with, or subsequently transferred to, a receiver installed by an automaker or automotive dealer in a vehicle are nontransferable, except in the event that the original receiver associated with the Lifetime Subscription is stolen, accidently damaged or is defective.  For each permitted transfer to a subscription, a transfer fee will be charged.  As a courtesy, a one-time out of policy transfer was permitted reinstating the Lifetime Subscription to her Radio ID ending in [redacted] (2017 Honda Pilot) with a $75.00 fee.  We informed [redacted] that the Lifetime Subscription is no longer transferable and will remain with Radio ID ending in [redacted].  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]  Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team [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, it was found that [redacted]s complaint was in regards to being contacted by for solicitation purposes.    When a customer purchases a new vehicle the dealership will provide the information to SiriusXM to set up the free trial.  We have updated our records with [redacted]’s request to no longer be contacted by SiriusXM.  His information will be removed from our marketing lists and he will no longer receive any SiriusXM solicitations via phone, email or mail; however, while we make every effort to honor [redacted]’s 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.  We have closed his account completely which will stop all contact.   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.   
      Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team [redacted]

[redacted]
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[redacted]
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[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 is in regards to the transferability of his Lifetime Subscription.  Per the terms and conditions of the SiriusXM Customer Agreement when the subscription was purchased in 2007, the transferability of a Lifetime Subscription depends upon whether it is associated with a home, portable, or dock and play receiver, or whether it is first associated with a receiver installed by an automaker or automotive dealer.   Lifetime Subscriptions first associated with, or subsequently transferred to, a receiver installed by an automaker or an automotive dealer in a vehicle, are non transferable, except in the event the original receiver associated with the Lifetime Subscription is stolen, accidentally damaged or is defective.  A Lifetime Subscription associated with a home, portable, or dock & play receiver is transferable from one such receiver to another, up to a maximum of three (3) times.  For each permitted transfer of a subscription, a transfer fee will be charged.       A member of our Corporate Solutions Team reached out to [redacted].  We reviewed the terms and conditions for the Lifetime Subscription he purchased in 2007.  As a final courtesy, we transferred the Lifetime Subscription from his Radio ID ending in [redacted] to his Radio ID ending in [redacted], with a $75.00 fee.  We informed him that the Lifetime Subscription is no longer transferable and will remain with the Radio ID ending in [redacted].  Should he have any further questions or concerns, we ask that he contact us utilizing the information below.   SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve Mr. Seratt’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]

[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.  We have investigated [redacted]’s complaint regarding an unauthorized renewal and found that it resulted from an agent error adding a Stand Alone Internet Radio subscription to her account in error.   In July 2015, [redacted] purchased a Select 5-month promotional rate subscription for her 2012 Audi A4.  This subscription has been automatically renewing on a quarterly term since the end of her promotional rate in December 2015.  On July **, 2016, [redacted] claims she contacted us to cancel her subscription and was offered a promotion which included Internet Radio combined with her already active subscription in her vehicle; which she accepted.  At this time the agent provided her with a fee month of Internet Radio and made no further changes to her subscription.  On August **, 2016, at the end of the free month, her Internet Subscription automatically renewed to a self-pay monthly subscription charging the credit card on file.  Her monthly Internet subscription and quarterly Select subscription continued to renew until November **, 2017, when we received a call requesting to cancel both subscriptions; which we processed.   A member of our Corporate Solutions Team spoke with [redacted] who stated that she requested for service to be cancelled and was offered a promotional rate subscription; which included service in her vehicle as well as internet streaming and she realized she was being charged separately for each.  We informed [redacted] that we would refund $285.02 back to her via check, as the credit card charged is no longer valid.  We advised her that refund checks may take 7-10 business days to process.  Should [redacted] 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]’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]

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

experience led to a complaint with your agency.  After researching [redacted] account, it was found that his complaint is regarding programming.   [redacted] would like both Sirius and SiriusXM to add a local radio station to their lineup.   A member of our Corporate Solutions team reached out to [redacted] to further discuss his concerns and he stated it was his son that filed the Revdex.com Complaint.  We assured him we would forward the information to our programming department. 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,   Jo-Ann M[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

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

regret that his experience led to a complaint with your agency.  After researching his account, it was found that [redacted] complaint is regarding a misunderstanding of the terms and conditions of the Lifetime Plan that he purchased on December **, 2007 as it pertains to the available channel content; after transferring his Lifetime Select subscription to a new vehicle on April **, 2014 with an XM platform.     On December **, 2007, [redacted] purchased a Lifetime Select Plan from SiriusXM and it was on a Sirius platform radio and he received free SXIR (Streaming music via computer).  On April **, 2014, [redacted] contacted SiriusXM to transfer the Lifetime Select plan to his new vehicle with an XM platform and was not receiving all the channels that he was provided with the Sirius Platform.  [redacted] was upgraded at no cost to a Premier Lifetime Subscription and was informed that the change would cancel his SXIR (Streaming music via computer).  On April **, 2014 [redacted] was provided with 3 years SXIR (Streaming music via computer) at no cost and on April **, 2017 it expired leaving him with no SXIR.   A member of our Corporate Solutions team reached out to [redacted] via phone to further discuss his concerns.  As a gesture of good will, we had [redacted] SXIR reinstalled. 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. Summers concerns. If you’d like to contact us regarding this matter, please use the information listed below.      [redacted]  Sincerely,   [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]

November **,
2015[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 full trial subscription not being
honored resulted in a miscommunication between the dealership and SiriusXM.A member of our Corporate Customer Solutions
team reached out to [redacted] to further discuss his concerns.  We apologized for the misunderstanding that
occurred and informed him that we have reset his audio trial subscription for
the service period from November **, 2015 to May **, 2016 as well as his
Traffic and Travel service from November **, 2015 to November **, 2018.  We advised [redacted] that we will review his
account and the customer service agents he spoke with will be retrained.  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. To: [redacted] Sincerely,Geraldine
R[redacted]SiriusXM
Corporate Solutions Team[redacted]
(option 3)

March *, 2016 [redacted]
[redacted]
[redacted]
[redacted] Hello Mediator, Thank you for contacting Sirius XM on [redacted] behalf.  We regret that her recent experience led...

to a complaint with your agency.  After researching [redacted] complaint, it was found that her complaint regarding receiving an invoice when she has not had service on 5 years, resulted from the automatic renewal of an annual subscription that belonged to her former husband.  On January **, 2015, he contacted us requesting to cancel his subscription.  In lieu of cancelation, he accepted an annual subscription at a promotional rate and requested for his credit card to be removed off file.  As the payment type was changed to invoice, upon the 2016 renewal, an invoice was sent to the address we had on file.  A member of our Corporate Solutions team reached out to [redacted] to discuss her concerns.  We informed her that the subscription was cancelled and account [redacted] was credited to reflect a $0 balance.  We closed the account completely and provided her with an email confirming that she currently does not have an active account with SiriusXM and owes no money.   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] SiriusXM Corporate Solutions Team ###-###-#### ([redacted])