Barb's Dog Grooming

[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 reviewing [redacted]’s account, it was found that the complaint is in regards to Escape (Channel 69) no longer being available on satellite service.  Escape will still be available on SiriusXM Channel 751 in the Jazz/Standards category with streaming service and with the SiriusXM app.  Programming changes are covered in the terms of our Customer Agreement.     A member of our Corporate Customer Relations team spoke with [redacted] and explained to him that on August **, 2015, several channel changes were made to our lineup.  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 informed [redacted] that even though Escape (Channel 69) will no longer available on satellite service, SiriusXM offers other channels such as SiriusXM Love (Channel 17) which will carry many songs formerly heard on Escape.  SiriusXM also continues to offer a wide variety of music channels to relax with, including Watercolors (Channel 66), Spa (Channel 68), Real Jazz (Channel 67), Symphony Hall (Channel 76), and The Bridge (Channel 32).  [redacted] stated that he will not consider his complaint as resolved until we return the Escape channel to his receiver.  Decisions regarding channel changes are never easy for us.  We thanked [redacted] for his feedback and informed him that we will not be able to refund $599.00 for the cost of equipment due to channel changes.  We offered to provide [redacted] with a year service at no cost; which he stated does not resolve his issue.  Feedback regarding the Escape channel has been sent to our programming department.  We have 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 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###-###-#### (option *)

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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 regarding being charged for a monthly subscription resulted from the automatic renewal of her subscription.  Per the terms and conditions in the Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel.  We were unable to locate any request for cancellation prior to September 2017.   A member of our Corporate Solutions Team reached out to [redacted] to further discuss her complaint.  [redacted] stated that she contacted us about a year ago to cancel the subscription as she no longer had the vehicle due to exchanging it with her daughter.  She further stated that she just realized she was being charged on a monthly basis as the charges were applied to a credit card that she rarely uses.  We explained to her that we show no documentation of a cancel request, but as a gesture of good will, we will issue a refund of $163.32.  We informed her that the average turnaround time for refunds issued to credit card accounts is 3 to 5 business days.  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]
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* Re: Revdex.com Complaint- [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.  It was found that [redacted] complaint is regarding receiving collections calls at his place of work attempting to collect his balance due.      A member of the Corporate Solutions team contacted [redacted] and apologized to him for reaching out during his work hours.  We informed [redacted] that on June **, 2016 there was a note placed on his account not to contact him between the hours of 9:00am to 7:00pm and his phone number has been updated.  [redacted] was credited for one month service which covered from June *, 2016 to July *, 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 [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 *)

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[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 is in regards to an unauthorized charge to her credit card; which she alleges was made fraudulently by a SiriusXM agent.   A member of our Corporate Solutions team reached out to [redacted] to further discuss her complaint.  [redacted] stated that she disputed the charges with her credit card company.  We provided [redacted] with a fax number to provide our Fraud Department with a copy of her statement so this could be investigated further.  [redacted] stated that she has made several attempts to fax the number she was provided; however, she was receiving a message stating the number was disconnected.  After some research into the fax number, the error was discovered and we reached out to [redacted] via email to inform her that the issue with the fax machine was resolved.  As a gesture of good will, we provided a service credit of $44.98 to [redacted] to cover the cost of her renewal on July *, 2017.   We would like to advise [redacted] that if she has any additional questions of concerns; she can contact the Corporate Solutions team 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.   [redacted]          Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

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[redacted] Re: Revdex.com Complaint 11007416, Nathaniel Taylor Hello Mediator, Thank you for contact[redacted] SiriusXM on [redacted] behalf.  We regret that his recent...

experience led to a complaint with your agency.  After review[redacted] his account, [redacted] complaint regard[redacted] the cancellation of his subscriptions without his request, resulted from a system glitch which cancelled his All Access semiannual promotional subscription and refunded $23.43 for unused service. On August **, 2015, [redacted] purchased an All Access semiannual subscription at a promotional rate and made a credit card payment for $64.31.  On December **, 2015, this subscription was cancelled and a refund of $23.43 for unused time issued back to the credit card on December **, 2015.  It appears that a glitch in the system cancelled the service as this would not be able to be completed manually by an agent without a note automatically be[redacted] documented on his account. A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns.  We apologized for any inconvenience he experienced and offered to reactivate his service on the same All Access promotional subscription and provide him a credit for the cost.  [redacted] asked if we could provide him with an annual subscription for the price of the semiannual and as a onetime courtesy we agreed.  [redacted] was provided with an All Access subscription from December **, 2015 to December **, 2016 for a total of $66.57.  An invoice will be sent for this balance.  Should he have any further questions or concerns, we ask that he contact us utiliz[redacted] our contact information below. SiriusXM values each customer and is committed to provid[redacted] stellar service.  We have taken appropriate measures to resolve [redacted] concerns.  If you’d like to contact us regard[redacted] this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option 3)

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[redacted]
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 daughters’ subscription not being cancelled resulted from a misunderstanding when the method of payment was changed on his account in December.  The subscription has been cancelled and the outstanding balance has been removed. 
On December **, 2015, [redacted] daughter called to cancel her subscription at the end of the term on March *, 2016.  At that time, she agreed to have the credit card removed from the account and instead receive an invoice when her subscription renews; in lieu of deactivating at the end of the subscription term.  On March *, 2016, her subscription renewed and an invoice was sent for $20.40.  On April*, 2016, the monthly subscription again renewed and another invoice was sent for $40.80.
A member of our Corporate Solutions Team spoke with [redacted] and reviewed his concerns with him.  We apologized for any misunderstanding and informed him that the subscription was cancelled and there is no balance due on the account.  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 Roberts
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.
Sincerely,
[redacted]

October **,
2015[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 resulted from the automatic renewal of
his subscription following his purchase of a promotional offer.  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.  On March **, 2015, [redacted] purchased a
semiannual subscription at a promotional rate for $30.46.  This term was due to start on April *, 2015,
once his trial subscription expired.  A
confirmation email was sent to [redacted] on March **, 2015, detailing the
terms of the renewal and advising him of the upcoming charges.  On May *, 2015, a check payment for $30.46
was posted to his account.  On October *, 2015,
at the end of the promotional term, his semiannual subscription automatically
renewed at our then current rate, and an invoice was sent for $102.76.  On October **, 2015, [redacted] requested that his
subscription be cancelled, which we immediately processed, leaving an owing
balance of $11.57 for used service since renewal.A
member of our Corporate Customer Relations team spoke with [redacted],
explained the automatic renewal of his subscription and addressed his concerns
by confirming that there are no active subscriptions and as a gesture of good
will, we cleared the $11.57 balance so his account now reflects 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.SIRIUSXM
Radio Inc. [redacted]
[redacted]
[redacted]
[redacted]
[redacted] Sincerely,[redacted]
[redacted]
[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 her...

recent experience led to a complaint with your agency.  After researching, it was found that [redacted]’s complaint resulted from SiriusXM’s automatic renewal policy.  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.     On May *, 2015 [redacted] purchased a 5-month promotional rate subscription. Which began on July **, 2015, a confirmation email was sent to [redacted] on May *, 2015 confirming her transaction, which also included automatic renewal information.  On December **, 2015 at the end of the promotional term, her subscription automatically renewed to a full price package which billed on a quarterly bases until September **, 2016 when she contacted our Listener Care Department and requested to cancel service.  Cancellation was processed and [redacted] was provided a cancellation confirmation number at the time, a refund of $54.03 was issued to credit card on file. 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 goodwill a refund of $160.40 was issued to credit card on file.  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,Jo-Ann M[redacted]SiriusXM Corporate Solutions Team###-###-#### ([redacted]

[redacted]
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[redacted]
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[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, it was found that [redacted] complaint is in regards to being billed for a subscription that she did not authorize.   On February *, 2015, an account was created for [redacted] and a 6-month promotional rate subscription was purchased for Radio ID ending in [redacted] (2008 Acura) and credit card ending in [redacted] was placed on the account for future renewals.  An email was sent to [redacted] on this date confirming the transaction; which included automatic renewal information.  On March **, 2015, this subscription was cancelled and a refund of $38.49 was issued back to the credit card.  A confirmation email was sent confirming the transaction.  On February **, 2016, a 5 month promotional rate subscription was purchased and the account was updated with a credit card ending in [redacted]; which was left on file for future renewals.  A confirmation email was sent confirming the transaction; which included automatic renewal information.  On July *, 2016, we received a call to cancel the subscription and in lieu of cancelation, a 6-month promotional rate subscription was accepted.  Again an email was sent confirming the transaction; which included automatic renewal information.  On January *, 2017, at the end of the promotional rate term, the subscription automatically renewed to a full price package which bills on a monthly term; however, we were unable to charge the credit card on file; which is why we reached out to [redacted].  On January *, 2017, we received a call from [redacted] requesting for the subscription to be canceled as she stated she did not purchase it.   A member of our Corporate Solutions team reached out to [redacted] via phone and email to further discuss her complaint; however, we have been unsuccessful in speaking with her to date.  We remain interested in working with [redacted] and 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 *)

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 per their e-mail copied & pasted here for your review.  Thank you for helping me solve an...

issue I've been working on for five months.[redacted] 
[redacted]