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March 21, 2017   The Revdex.com Serving Metropolitan New York Mediator 30 East 33rd Street – 12th Floor New York, NY 10016   Re: Revdex.com Complaint 12034268, Mike K James   Hello Mediator,   Thank you for contacting SiriusXM on Mr. James’ behalf.  We regret that his...

recent experience led to a complaint with your agency.  After researching Mr. James account, it was found that his complaint is regarding not receiving his complimentary 12-month audio and 5 year Travel link subscriptions that came with the purchase of his 2017 Dodge Charger.   On February 3, 2017, Mr. James contacted us to activate a 12-month trial audio subscription and 5 year Travel link that came with the purchase of his vehicle.  Upon activation the subscription, the only available plan showing was a 3-month trial.  Instead of notifying the appropriate department of the issue, the agent activated the 3-month trial and advised Mr. James to contact us back at the end of the 3-month term.    A member of our Corporate Solutions team reached out to Mr. James to further discuss his complaint.  Our attempts to reach him via phone and email have been unsuccessful to date.  We would like to advise Mr. James that the subscription associated with Radio ID ending in 8ARK (2017 Charger) has been placed on an All Access 12-month audio trial; which will expire on March 13, 2018 and a 5-year Travel Link that will expire on March 13, 2022. We apologize for any inconvenience Mr. James experienced and we ask that should he have any further questions or concerns in regards to his complaint, he reach out to us utilizing the number provided below.   SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve Mr. James’ 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]Hello Mediator,[redacted] states his complaint has been mostly resolved as his account was removed from collections, but he states the details of his account are incorrect as his service was terminated in June **, 2015 and not July.  He states he is not happy that Sirius is trying to pass the blame.It was never our intention to make [redacted] feel that we were passing any blame.  [redacted] states his service stopped working on June **, 2015.  If a signal is lost for any reason due to connection, repeater issues etc., we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber.  On July *, 2015, the monthly subscriptions on both receivers renewed and an invoice was sent for the owing balance.  When we received neither payment nor any request to cancel, on July **, 2015, the subscriptions went inactive for non-payment, leaving a balance of $62.50 for used service.  Again, we apologize for any miscommunication and 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]
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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 the...

trial offer that was not honored resulted from a miscommunication as Radio ID ending in [redacted] was already active on a dealer demo package.   On December **, 2016, [redacted] called us to cancel the subscription associated with Radio ID ending in [redacted] and activate the trial subscription in his new vehicle.  At that time, the radio associated with the 2016 Colorado was already active on a dealer demo service and the agent provided [redacted] with the end date for this subscription.  Upon SiriusXM receiving records from the dealership to activate the trial, he was provided with a 3 month All Access subscription which includes NavTraffic and Travel; which will expire on March **, 2017.   A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  [redacted] expressed his frustration regarding the miscommunication with the trial subscription that came with the purchased of his vehicle.  We offered to provide [redacted] with 3 months of service, at no additional cost, after his trial expires.  [redacted] stated that he would like to think about our offer.  We apologize for any frustration that [redacted] experienced and advise him that the agent he spoke with will receive further training.  Should [redacted] want to accept our offer for an additional 3 months service, 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 ###-###-#### (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]

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] I was contacted by the Corporate offices of Sirius XM and...

the matter has been resolved.  Thank you...the mere mention of you has magic effects!

February **, 2016 [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 the increase in price of her subscription resulted from the automatic renewal of her promotional subscription which renew at the rates in effect at the time of each renewal until the subscriber calls us to cancel.  In addition, the promotional rate subscriptions she has been provided are intended for one-time use and automatically renew at current rates.  On December **, 2014, [redacted] purchased a 5 month Select promotional rate subscription and payment was made via credit card.  An email was generated confirming her transaction, which also included automatic renewal information.  On May **, 2015, the subscription automatically renewed to a quarterly term at standard rates and the credit card on file was charged $55.32.  On May **, 2015, [redacted] downgraded her subscription to a lower priced Mostly Music quarterly subscription and a refund of $18.45 was issued.  An email was generated on this date confirming her transaction, which also included automatic renewal information.  On August 11, 2015, the subscription automatically renewed to a quarterly term at standard rates and the credit card on file was charged $40.56.  On August 22, 2015, [redacted] called us requesting to cancel her subscription.  In lieu of cancelation, she accepted another 5 month Select promotional rate subscription and a refund was issued for $9.82.  On January **, 2016, the subscription again automatically renewed to a quarterly term at standard rates and the credit card on file was charged $48.62.  [redacted] called us on February 11, 2016, to cancel her subscription and a refund of $36.47 was issued for unused service.   A member of our Corporate Solutions Team reached out to [redacted] regarding her concerns.  We reviewed the automatic renewal policy and explained that subscriptions renew at current rates.  We informed her that promotional rate subscriptions are intended for one-time use and are subject to automatic renewal.  As a gesture of good will, we offered to reactivate her subscription on a 6-month Mostly Music promotional subscription and provide her with a $20.00 service credit towards the balance, but she declined stating that she does not need the service.    Should [redacted] have any further questions or concerns, we ask that she contact us utilizing 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. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### ([redacted])

[redacted]
 
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[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 regarding charges to his credit card resulted from the automatic renewal of his subscription following his purchase of a promotional rate subscription in 2015.  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 August *, 2015, [redacted] purchased a six (6) month All Access promotional rate subscription for Radio ID ending in [redacted] (Ford Explorer).  On February *, 2016, at the end of his promotional rate term, his subscription automatically renewed to a full price package; which bills on a quarterly term, charging the credit card on file $59.87.  As we received no request for cancelation, his subscription continued to renew, charging the credit card on file $77.30 on a quarterly basis.  On March [redacted], 2017, [redacted] requested the subscription be canceled; which we processed immediately, and a refund of $28.63 was issued for unused service after the last renewal.   A member of our Corporate Solutions team reached out to [redacted] to further discuss his complaint.  We reviewed the terms and conditions regarding the automatic renewal of his subscription.  [redacted] stated that he should not have been charged for renewal as the credit card he provided expired in 2015.  We explained that his credit card information was automatically updated for us through our updater service from our merchant processer.  We explained that since his subscription was renewing on a quarterly term since February 2016, we would be unable to refund him from that time.  We informed him that a refund for $28.63 was already provided and we would provide an additional refund of $48.67; which would provide him a full refund of the last $77.30 charge.  However, this amount was rejected as [redacted] disputed that charge and was refunded the full $77.30 by his bank.      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] behalf.  We regret that...

his experience led to a complaint with your agency.  After researching [redacted] account, it was found that his complaint is related to a miscommunication regarding the trail period included with the purchase of his vehicle.   On April *, 2017, [redacted] contacted us to transfer his new radio subscription to his account.  At this time, the 2016 Kia Sportage he purchased was already active on a dealer trial and the agent consolidated the accounts and cancelled the subscription on his previous vehicle.  On April *, 2017, SiriusXM received the sales record for the 2016 Kia Sportage and the dealer trial was cancelled.   A member of our Corporate Solutions Team reached out to [redacted] to further discuss his complaint.  We apologized for any misunderstanding regarding the trial subscription he was advised of and explained this vehicle came equipped with a 3 month trial subscription.  We offered [redacted] an annual subscription at a discounted rate for his inconvenience; which he accepted.  We informed him that his Select annual subscription will begin on July 9, 2017, at the end of his trial.  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] 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 his complaint regarding his cancelation experience resulted from his call disconnecting while being transferred to the cancelation department.  His subscription has been cancelled and a refund issued for $232.84. On September *, 2016, [redacted] annual subscription automatically renewed per the terms and conditions in our Customer Agreement, charging the card on file $232.84.  On September **, 2016 and September **, 2016, [redacted] contracted our Listener Care department to cancel his subscription; however, while being transferred to the cancelation department his call disconnected.  As a result his subscription remained active. On October *, 2016, he contacted us again requesting for cancelation of his subscription; which we processed immediately and a refund of $216.44 was issued for unused service. A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  Speaking with our subscribers affords us the ability to address issues that may have lead to the cancellation request.  We apologized for the experience and confirmed that his subscription was cancelled.  As a gesture of good will, we refunded an additional refund of $16.40 as this amount combined with the $216.44 previously refunded reflects the total charge of $232.84 from September *, 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, 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 have determined that my complaint has NOT been resolved because:

I was told by the corporate representative that my new credit card information was automatically sent to Sirius by my bank (as if I had instructed them to do so) and then they charged the additional charges to my account. In the resolution, the same representative stated that actually, Sirius contacted my bank to get the information. THIS SHOULD BE ILLEGAL IN THE USA!! Still VERY UNHAPPY with these deceptive people!! 
[redacted] [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
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[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 related to a misunderstanding regarding a promotional subscription he was offered.  We offer different platforms, based on the technology the satellite radio was built upon (Sirius, XM or SiriusXM) and that determines which subscription packages the device can receive.   On February **, 2017, a complementary 3-month All Access subscription was activated for [redacted]; which expired on May **, 2017.  On May **, 2017, [redacted] purchased a Select 12 month promotional rate subscription himself, via our online account center (our “OAC”).  The Select subscription he purchased has a reduced channel lineup when compared to the All Access subscription.  On June **, 2017, at [redacted] request, this subscription was canceled and a refund of $121.95 was issued.   A member of our Corporate Solutions team spoke with [redacted] to further discuss his complaint.  We explained that the letter he received offering him the annual subscription at a rate of $99.00, did state in the offer details at the bottom of the page that process shown are for the Select package of audio channels and does not include the All Access package; which he was provided with during his trial.  We apologized for any inconvenience he experienced and thanked him for his feedback.  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing out 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]
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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 reviewing the complaint, it was found to be in regards to receiving an email regarding his account being in arrears.  [redacted]’s account is on an invoice method of payment and he will receive communications based on the timing of when his invoice is generated and his payment is received.  Invoices are sent on the day of renewal and if payment is not received by day 15 this will trigger SiriusXM communication to Subscribers. Invoice radio service will move from active to inactive on day 42 after renewal.   On December *, 2017, [redacted]’s monthly subscription automatically renewed and an invoice was sent for $17.60.  On January *, 2018, his monthly subscription again renewed and an invoice was sent for $35.81 as December’s payment was not yet received.  On January *, 2018, we received a check payment for $17.60, leaving an owing balance of $18.21.  On February *, 2018, his monthly subscription again renewed and an invoice was sent for the $36.42 balance.   A member of our Corporate Solutions Team spoke with [redacted] to further discuss his complaint.  We suggested alternate methods of payment, including automatic credit card payment or switching to an annual or longer subscription term which would generate renewal notices prior to the billing date.  [redacted] stated that he did not wish to have a credit card on file for automatic payments.  We offered to provide him with an annual promotional rate subscription on invoice payment; which he accepted.  [redacted] was advised that an invoice will be sent for the $109.46 balance.   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 have determined that my complaint has ]
 
 this has happened before and u have to spend literally hours fighting on the phone to never achieve amything. only a Revdex.com complaint gets anybody with even partial training. Since they have a monopoly they refuse to update their donain databases so we can use regular email as they want our signin to be our emai vice a name or else. [redacted] shop can handle [redacted] and so can [redacted] but not sirrusxm. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
 
[redacted]
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[redacted]   Hello Mediator,   [redacted] stated that he will not accepted the offer made by SiriusXM as he states he was advised by the sales agent he spoke with that he would pay $24.99 every 6 months for the duration of his subscription and was not advised that this was a promotional offer.  He stated he is willing to compromise and accept our offer if we also refund him for the equipment that he needed to purchase.   A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  It is not our policy to review calls with our subscribers, however, we have advised [redacted] that we will have the call reviewed.  We apologized for any miscommunication between [redacted] and the agent he spoke with, as promotional rate pricing is intended for one-time use and will renew at our then current rates, per our terms and conditions.  We informed him that we will issue a refund totaling $106.91; for the vehicle kit and 6 month promotional rate subscription.  [redacted] currently has a 3 month trial subscription activated on radio id [redacted](2014 Mazda) and we placed a credit on his account for the 6 month promotional rate subscription that will begin on November *, 2016 after his trial expires.  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.     Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

[redacted]
 
[redacted]
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[redacted]   [redacted] [redacted]   Hello Mediator,   [redacted] stated that her complaint has not been resolved as she states SiriusXM is being unethical by changing the terms of her agreement.  She is requesting to have her lifetime membership transferred as it stated in her original agreement.   The terms and conditions in the SiriusXM Customer Agreement in May 2007, when [redacted] purchased the Lifetime Subscription, stated that “[redacted] [redacted]  [redacted] [redacted]”.  On or after September *, 2007, Lifetime subscriptions associated with home, portable or dock & play radios can be transferred a maximum of three times.  Lifetime subscriptions first associated with or transferred to radios installed in vehicles by automakers or dealers are not transferable unless the radio is stolen, accidentally damaged or defective.  If at any time the lifetime subscription associated with a home, portable, or dock & play radio was/is transferred to a radio installed by an automaker or dealer, the subscription becomes non-transferable.  Otherwise, Lifetime subscriptions associated with a home, portable or dock & play radio can be transferred a maximum of three times, for a fee.  The only change made regarding the terms and conditions of the Lifetime plan was the amount of transfers allowed.  There was always a $75.00 fee for each permitted transfer.   A member of our Corporate Solutions team reached out to [redacted] to further discuss her complaint.  We were not denying [redacted] of her transfer, as she was advised the transfer would be completed, however, the issue was with the transfer fee.  We explained to [redacted] that we will waive the transfer fee, as a onetime courtesy, and informed her that she has two remaining transfers.  Again, we would like to advise [redacted] that per the terms and conditions from when she purchased the Lifetime Subscription, a $75.00 transfer fee will be permitted for each transfer.   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. Stewart’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] (option **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], while there is proof that we called and switched the account on the Sebring to our 2013 Camaro... the company is doing the right thing in going back two years with the refund 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]

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[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 is in regards to his Stiletto 2 radio that is no longer working, but is still under warranty until July 2016. 
A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns.  We advised him that we will be unable to send him a replacement Stiletto 2 as we are no longer manufacturing this device.  We offered to send him a Starmate 8 radio with a vehicle and home kit; which he accepted.  We informed [redacted] that we would contact our warranty department to have the equipment sent to him and to contact us back once it is received so we can transfer his subscription to his replacement radio.  As a gesture of good will, we placed a service credit of $36.52 on his account for two months 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] 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
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