Barb's Dog Grooming

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[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 is in regards to charges to her credit card for the subscription in her 2010 Honda Accord after she claims to have requested cancelation.  We were unable to locate her request to cancel this subscription, however, as a courtesy we refunded her an additional $67.10.   On February **, 2016, [redacted] reactivated service in her 2010 Honda Accord, Radio ID ending in [redacted] on a Select 5-month promotional rate subscription.  An email was sent confirming the transaction; which included automatic renewal information.  On July **, 2016, at the end of the promotional rate term, her subscription automatically renewed to a full price package; which bills on a quarterly term.  However, we were unable to charge the credit card on file.  On August **, 2016, [redacted] downgraded her subscription from a Select quarterly package to a Mostly Music quarterly package, updated the credit card on file and a payment of $44.47 was applied.  The subscription continued to renew on a quarterly basis charging the credit card on file, until the April **, 2017 renewal when we were unable to charge the credit card on file.  On May *, 2017, [redacted] downgraded her subscription from a Mostly Music quarterly term to a Mostly Music monthly term and updated the credit card on file.  Her subscription continued to renew on a monthly term until January **, 2018; when she contacted us requesting to cancel the subscription.  At this time, she was provided with a refund of $40.26 for the previous 3 months as she stated the subscription should have been closed in May.   A member of our Corporate Solutions Team reached out to [redacted] to further discuss her complaint.  We explained that we show no request for cancelation.  However, [redacted] stated she did not have service since May and she just realized she was being charged monthly.  As a onetime courtesy we refunded her an additional $67.10 as this amount combined with the previous $40.26 already requested, reflects the total charged from May 2017.  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]’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 is regarding charges to her credit card following the automatic renewal of her subscription.  Per the terms and conditions in our 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.     On December **, 2014, [redacted] purchased a 6-month promotional rate subscription, leaving her credit card on file for future renewals.  On June **, 2015, [redacted] called to cancel her subscription and in lieu of cancelation she accepted another 6-month promotional rate subscription.  On December **, 2015, at the end of the promotional rate term, her subscription automatically renewed, to a full price package, charging the credit card on file $94.68.  On February *, 2016, [redacted] called to cancel her subscription and again purchased a promotional rate subscription in lieu of cancellation.  At that time, a refund of $31.62 was issued back to the credit card on file.  On July *, 2016, her subscription automatically renewed to a full price package; which bills on a quarterly term, charging the credit card on file $47.79.  On July **, 2016 she called to cancel her subscription and again purchased a promotional rate subscription in lieu of cancellation.  Her credit card was charged $87.83 for the difference in the quarterly term and the annual promotional rate subscription she accepted.  On July **, 2017, at the end of the promotional rate term, her subscription automatically renewed to a full price package, charging the credit card on file $228.02.  On November *, 2017, at her request, her subscription was cancelled and a refund of $160.58 was issued for unused service.   A member of our Corporate Solutions Team reached out to [redacted] to further discuss her complaint.  We explained that all subscriptions automatically renew at the rates in effect at the time of renewal.  We offered to continue her subscription at a discounted rate, for one additional term, and provide a service credit for $67.44 to be used towards the balance.  [redacted] accepted out offer and a credit card payment was made for the remaining $53.80.  A Future Deactivation Date was set for November **, 2018 to prevent the automatic renewal of her subscription.  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]

March **, 2016 *
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[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 reviewing [redacted] account, it was found that his complaint is in regards to the channel change involving the Jay Thomas Show.  Programming changes are covered in the terms of our Customer Agreement.     A member of our Corporate Solutions team spoke with [redacted] and explained to him per the terms in our Customer Agreement, SiriusXM service consists of a variety of music, sports, news and entertainment programming.  We reserve the right to change, rearrange, add or delete programming, including canceling, moving or adding particular channels, at any time, with or without notice to you.  Your continued use of the service following any programming change will constitute your acceptance of such changes.  We further explained that due to the bandwidth of older radios, certain channels are not accessible.  At [redacted] request, we deactivated his subscription on radio ID 1801 and 9376; which left a credit of $27.28 for unused service.  As a gesture of good will, we provided an additional credit of $95.00 and issued a refund of $122.28.  A future deactivation date was set on radio ID 8030 for April **, 2016 to prevent auto renewal of this subscription.  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])

September **, 2015 [redacted]
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[redacted]Re: Revdex.com Complaint [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] account, it was found that her complaint is in regards to our cancellation process. A member of our Corporate Customer Relations team spoke with [redacted] on September **, 2015 and addressed her concerns.  At [redacted] request, we cancelled her service immediately on radio B3HL, providing her with a cancelation confirmation number [redacted], and removing the $17.50 balance.  We apologize that [redacted] was left with a negative impression of our cancellation experience and we ask that she contact us utilizing our contact information below should she have any further questions or concerns. 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: Cary H. S[redacted]Attention: Customer Care[redacted]
[redacted]Sincerely,Tracey S[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. However, I am unhappy that I had to take so much time out of my life to end these mailings. It should not be this difficult to have your information removed from a mailing list  
Sincerely,
[redacted]

June *, 2016   [redacted]
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[redacted]   [redacted]   Hello Mediator,   Thank you for contacting Sirius XM on [redacted] behalf.  We...

regret that her experience led to a complaint with your agency.  After researching [redacted] account, it was found that her complaint regarding receiving an email confirmation for service she did not purchase was due to agent error.    [redacted] was provided with a twelve (12) month trial that started on May **, 2015 and ended May **, 2016 for radio [redacted] (2015 Jeep Cherokee).  On May **, 2016, while speaking with one of our sales representatives, [redacted] decided not to extend her service and communicated this to the agent she spoke with.  However, the agent incorrectly processed an extension of the service on [redacted]s’ account by adding a 6-month promotional plan totaling $36.83.  An email was generated confirming her transaction, which also included automatic renewal information.  After receiving the email for the balance due, [redacted] called our Customer Service department indicating she hadn’t wanted the service extended.  The service was immediately canceled.   We spoke with [redacted] and confirmed that her service was canceled.  We apologize for any inconvenience [redacted] experienced and ask that she contact us utilizing our contact information below, should she have any further questions or concerns.   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] SiriusXM Corporate Solutions Team ###-###-#### (option *)

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[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 cancellation experience resulted from his call disconnecting while being transferred to the cancellation department.  On January **, 2016 and April **, 2016, [redacted] contacted our Listener Care department to cancel his subscriptions; however, while being transferred to the cancellation department his call disconnected.  As a result, his subscriptions remained active. A member of our Corporate Solutions Team reached out to [redacted] to discuss his concerns.  We explained the speaking with our subscribers affords us the ability to address issues that may have lead up to the cancellation request. During the cancelation process, subscribers may be presented with special offers inviting them to remain a SiriusXM subscriber.  We processed the cancellation of his two (2) subscriptions and provided him with cancellation confirmation numbers. We apologized for the experience and issued a refund of $37.11 and $16.11 as this amount reflects the total payment of $53.22 we received on January **, 2016.   Should [redacted] have any further questions or concerns, we ask that he contact us utilizing the 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 *)

February **, 2016 The Revdex.com Serving Metropolitan New York Mediator [redacted] [redacted]
[redacted] Re: Revdex.com Complaint [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 his complaint resulted from a misunderstanding regarding the cost of a Basic Plus subscription that was advertised online. A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns.  We informed him that the cost of the Basic Plus subscriptions is $8.49 per month and $69.99 per year, (plus fees and taxes) as the promotional pricing of $5.99 per month and $49.99 per year (plus fees and taxes) has ended.  As a gesture of good will, we provided [redacted] with a $20.00 service credit and activated his account on the Basis Plus annual subscription.  Should he 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 *)

[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 his complaint is regarding the transferability of his Lifetime Subscriptions.  Per the terms and conditions of the SiriusXM Customer Agreement when the subscriptions were purchased, the transferability of a Lifetime Subscription depends on whether it is associated with a home, portable, or dock & play receiver or whether it is associated with a receiver installed by an automaker or an automotive dealer. A member of the Corporate Solutions team reached out to [redacted] and reviewed the terms and conditions for his lifetime subscriptions.  When a Lifetime subscription is purchased for a vehicle, the subscription is non-transferable and non-refundable.  We transferred his Lifetime Subscription from his 2012 Mini Cooper to his 2013 Jeep Wrangler, as a courtesy, and informed him that if this vehicle is traded in, the Lifetime Subscription will not be transferred again.  We also agreed to allow one further transfer on the 2012 Escalade as a gesture of good will.  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])

[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 is in regards to his overall cancellation experience.    [redacted] called to cancel his subscription on the Radio ID ending in [redacted] and the cancellation was processed on July **, 2017.  He was provided with a cancellation number [redacted] and an email confirming the cancellation was sent to the email address on file.    A member of our Corporate Solutions Team spoke with [redacted].  We addressed his concerns by confirming that he has no active subscriptions on his account as well as 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]’s concerns. If you’d like to contact us regarding this matter, please use the information listed below.   [redacted]  Sincerely, Tracey S[redacted] Sirius XM Corporate Solutions Team [redacted]

[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 his complaint was regarding a misunderstanding related to his subscription length.   On July **, 2016, [redacted] purchased two- 1 year Select subscriptions on the Radio ID’s ending in [redacted] and [redacted] at a cost of $359.09.  These subscriptions were prorated to align with his billing date of June **.  He was under the impression that the $359.09 charge was for a complete year service when what he paid was a prorated charge and he will automatically renew on June **, 2017.   A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns.  We explained that his subscriptions were prorated to align with his billing date of June **.  As a gesture of good will we provided $35.00 credit to his account to cover a month of service. 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]
[redacted]
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[redacted]
[redacted]
[redacted]
  Sincerely, Jo-Ann M[redacted] SiriusXM 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.  Debra with SiriusXM contacted me and said that all of the contested charges would be removed...

and my service would be deactivated until/unless I contact them to restart it and I am satisfied with this response.  Thank you for your assistance.
Sincerely,
[redacted]

September **, 2015 [redacted]
[redacted]
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[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 his account, [redacted] complaint is in regards to being charged $17.07 after cancelling his subscription. A member of our Corporate Customer Relations team reached out to [redacted] to discuss his concerns.  We apologized that his subscription was not canceled on August **, 2015 when he requested.  We informed him that we have cancelled his monthly subscription and issued a refund for the $17.07 that was charged on September **, 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.SIRIUSXM Radio Inc.To: Cary H. S[redacted]Attention: Customer Care[redacted]
[redacted]Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

[redacted]
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[redacted]
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[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf.  We regret that her experience led to a complaint with your agency.  After researching [redacted] account,...

it was found that her complaint regarding a charge on her credit card resulted from the automatic renewal of her promotional rate subscription to standard rates.  Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel.  Promotional rates only apply during the initial term and the subscription renews at the rates in effect at the time of each renewal. On February **, 20105, [redacted] purchased a 6-month subscription at a promotional rate and made the $28.46 payment via credit card.  A confirmation email was sent to [redacted] on February **, 2015 detailing the terms of the renewal and advising her of the upcoming credit card charges.  On August **, 2015, her 6-month subscription renewed at our then current price, charging the credit card on file $102.44.  On January **, 2016, [redacted] called us requesting to cancel her subscription.  In lieu of cancelation, she accepted a 5-month subscription at a promotional rate of $28.46, as there was a credit of $24.50 for unused service from the previous subscription; a balance of $3.96 was left remaining which she paid by credit card.  At [redacted] request, we removed her credit card off file and changed her billing type to invoice.  A member of our Corporate Solutions team spoke with [redacted] and informed her that auto renewal is a business practice for SiriusXM.  We want our customers to be aware of auto renewal and we inform our customers to review the Terms & Conditions on [redacted].  We discussed with [redacted] that her subscription will renew June **, 2016, at our then current prices, as promotional rates only apply during the initial term.  At that time an invoice will be sent which will include an invoice fee.  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 *)

[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 is in regards to fraud charges appearing on his credit card with each renewal of his quarterly subscription. [redacted] purchased a quarterly subscription for radio id [redacted] on June *, 2015 on invoice payment.  The agent he spoke with provided a $15.00 credit for the activation fee and a $2.00 credit for the invoice fee as he was making the payment for the $39.98 balance via credit card.  [redacted] himself placed his credit card on file via our online account center (our “OAC”).  A member of the Corporate Customer Relations team spoke with [redacted] and informed him that our agents have no access to his credit card information.  All credit card information is protected by our systems and we are not able to see anything on the account except for the last 4 digits.  We informed [redacted] that he will need to take this issue up with his credit card company as these fraud charges are not coming from SiriusXM. 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.[redacted]Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option *)

[redacted]
 
[redacted] [redacted]Hello Mediator,[redacted] states her complaint has not been resolved as she states she was not aware of another transfer being offered.  She states if another transfer is allowed, she will accept a compromise; however, she still feels misled regarding the purchase of the subscription in 2009.  It was never our intention to make [redacted] feel that we were not empathetic to her situation or that we are misleading her.  We want our customers to be aware of our Terms and Conditions and inform our customer to review the Customer Agreement on [redacted].  We corresponded with [redacted] via email and again confirmed with her that we will provide her with one more transfer and waive the $75.00 transfer fee as well.  We believe that we have made an appropriate offer to [redacted], addressed her 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] concerns.  If you’d like to contact us regarding this matter, please use the information listed below.SIRIUSXM Radio Inc.[redacted]Sincerely,Geraldine R[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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

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

led to a complaint with your agency.  After researching [redacted] account, it was found that her complaint regarding to charges on her credit card resulted from the automatic renewal of her promotional rate subscriptions to standard rates.  Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel.      On September *, 2013, [redacted] purchased a semi-annual subscription at a promotional rate for her receivers, radio id [redacted] (Jeep) and radio id P24E (Prius) and paid $30.08 for each subscription via credit card.  On March *, 2014, at the end of the promotional term, both her subscriptions automatically renewed to full price packages which bill on a semiannual term, charging the credit card on file a prorated amount of $177.48 for service from March *, 2014 to September *, 2014.  On September *, 2014, the semiannual terms again renewed charging the card on file $180.40.  On September **, 2014 we received a call to Customer Care requesting for a refresh signal to be sent to radio id [redacted].  Service continued to renew on both receivers on a semiannual term until October *, 2015 when [redacted] contacted customer care requesting to have service cancelled’ which we completed immediately.  A refund of $58.19 and $87.34 was issued on October **, 2015 for unused service from the September *, 2015 renewal.  From time to time, we offer promotional rates to customers who have radios that are currently not active, upon further investigation, we also found account number [redacted] in [redacted] address, for radio id [redacted] (2013 Prius).A member of our Corporate Customer Relations team reached out to [redacted] and reviewed her concerns with her.  We advised [redacted] that we were unable to locate a prior request to cancel services until October 2015.  Unfortunately, we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber.  We offered to provide [redacted] with an additional refund of $37.11, to provide her with a full refund of $182.64 that was charged on September *, 2015.  We also offered to provide her with six months of service on both her radios at no cost; which she states she would think about and contact us back.   Should [redacted] decide to accept our offer for additional service, 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.SIRIUSXM Radio Inc.[redacted]
[redacted]
[redacted]
[redacted]
[redacted]19Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

Revdex.com, after filing the compliant yesterda, the second call lasted 2 hours and ended when I was hung up on for the second time. I called back and finally spoke to Amy. She was able to cancel my account without ever placing me on hold within 9 minutes. Had I spoken to her the first...

call I could still be a customer. Ultimately, the issue has now been resolved thanks to one capable person. 
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]